ComplaintsforBig Brand Tire & Service

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appointment to have tires put on and an alignment on 10/20/2022 at 3pm, so I dropped the car off before 3pm. When I dropped the car off I noticed 80% of the appointments on the appointment board said delayed, and I was told by Issac the manager it would be done by 6pm the end of the day. So 5:30pm comes and I call and it’s not done, 6pm I call and they tell me it will be done in 20 minutes. So 6:30pm I head over to get the car and it’s still not done. It takes another 15 minutes to get a rude salesman’s attention and that’s when I demanded he get my car and stop all work being done! He tries to give me his manager’s card and I declined and demanded my car, at this point I told him I didn’t want to hear any excuses you people have made a promise and now I’m late for work. So the next day I call corporate and Andre Rodriguez calls me back trying to offer me a free alignment to make things right, well I already had the alignment done the next day. So 4 days after the tires were put on I had the car washed, I didn’t notice all the white wax or soap or whatever they used while mounting the tires because it was dark when I picked it up and I don’t drive the car everyday. But after it was washed you can see where while they mounted the tires they broke the seal on the powder coat and it’s pealed down to the bare metal. Not like it’s been scratched off by a curb or anything else. And I have called Andre Rodriguez several times with only being able to get in touch with him one time and no way of making this situation right.

  Business response

  11/02/2022

  Hello BBB.

  The customer has been called several times by the District Manager in order to resolve this properly but no response has been received. We will gladly work with the customer to resolve this to their liking once they get in touch. 

  Thank you!

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company bought out AA auto and acquired my car. They installed an engine and now the check engine light keeps coming on. I was told by Kevin merge supervisor that any issues will be fixed by them however as soon as he left town they have now refused to fix the problem.

  Business response

  11/02/2022

  Hello BBB, 
  

  The customer has been in direct contact with the District Manager and has brought her vehicle into the shop on 10/25/22 and we are working with her to properly resolve this. 

  Customer response

  11/03/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 18313936, and find that this resolution is satisfactory to me.
  
  Regards,
  
  M***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I’d like to file a complaint for damage done to my vehicle on Tuesday, 07/26/22 while having an oil change completed. My vehicle was in sound condition and had no leaks prior to the oil change on 07/26/22. We noticed a rather significant leak in the driveway the next morning and immediately contacted the facility. I spoke to the manager, Harry, who provided me with an 800 # to file a claim and offered no other assistance or guidance. I was unable to reach a live person despite hitting every option available. I have now left several voicemails without a return call and an email without response. I made an appointment to have the vehicle inspected with a mechanic. The 1st availability being 08/05/22. The inspection returned that the leak was coming from the oil drain plug. The technician confirmed that the plug was tight and it was assumed that the gasket for the drain plug was the problem. After removing the drain plug, it was found that the oil pan was cracked specifically along the threads where the bolt would have been. According to the technician, the only way this could have happen, was if the threads were damaged by over tightening of the bolt to the oil pan. I have included the inspected sheet, photos taken by the repair facility & the leak on my driveway. The vehicle has been properly maintained with its prior oil change being competed on 02/07/22 with the next service being done at this facility around 3,200 miles on 07/26/22. Also included is the invoice for the prior oil change, with photos, showing no oil leak. The vehicle is currently being repaired with an estimated total of $1,104.44.Addiotnally I have received a quote of $300-$700 to remove the oil stains from the driveway of my rental. Invoice # 19**953 Technician # BM610 Location: ***** * **** *** Peoria, AZ 85345

  Business response

  09/09/2022

  We would like to reimburse the customer for the damages caused by our facility, the oil change that damaged her vehicle as well as the charges for driveway cleaning.
  
  We would like to have a formal quote from a cleaning company and proceed with payment.  

  Thank you!

  Customer response

  09/12/2022

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17688302, and find that this resolution is satisfactory to me. Attached is the cheapest quote for the driveway cleaning. Kindly reimburse the total of $1,344.30 asap. 
  
  Regards,
  
  J****** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/11/22 I went into the business for an oil and filter change, tire rotation, and basic maintenance. Approximately 4 hours after leaving my vehicle with them I was called saying there was damage to my vehicle, and they quoted me over the phone for $800 not including labor. I refused and when I went to retrieve my vehicle, they claimed damage was done at whatever establishment had worked on my car previously (almost a gap of a years' time mind you) while also changing the quoted price for the repairs still totaling 774.23. I got in contact with the dealership that worked on my car previously and visited them 5 days later. The dealership lifted the car in front of me and showed that the damage was done by big brand as now there are extremely noticeable leaks coming from the oil filter and drain plug, while also noting both plug and filter were the incorrect parts and bolted on too tight also causing check engine lights and oil pressure systems to malfunction rendering it dangerous to drive my vehicle, of which there is 0 mention of from big brand itself in its diagnostic which further proves their neglect in the field. The dealerships quote for the damages, including labor, would cost $710.92. I have now also, as of 7/29/22, lost my job as it required me to have and use my vehicle on a daily basis. Big brand claims they touched nothing but the drain plug, but other opinions showed otherwise from multiple viewpoints as they tried to pass the blame to other establishments. I returned to big brand to show them the evidence I had gathered, and they still claimed that they never touched anything on the vehicle besides the plug in the 4 hours they had my vehicle. I pointed out that the damages were nonexistent even to their reports meaning they caused the damage to try and get a bigger job out of it at which the manager claimed they can't do that, I retorted stating because "that's illegal". His response was "not illegal, just immoral." At which point I left the premises

  Business response

  08/02/2022

  Hello, the District Manager was present in the shop the day this customer visited. The team was short staffed which caused the extended wait for the customer car to be looked at. When our veteran mechanic pulled the car in to do the oil change he noticed the plug was completely different and they immediately stopped at that point and advised the customer of the issue and what it would cost to repair. The customer was advised to take the vehicle back to where it last got serviced.  No service of any kind was performed on the vehicle by our shop and we are not responsible.

  Regarding the invoice and credit provided: The customer requested that me make an exception and process payment for the service at the time of drop off. Then, a credit was issued back to the customer because no work was performed by our shop. 

  Customer response

  08/07/2022

  
  
  I am rejecting this response because: In the response to me they claim that they never serviced my vehicle and that they noticed the bolt was wrong. This was the FIRST time of them mentioning it. In the reports given after leaving there is NO MENTION of aftermarket bolt, or leaks of any kind. Attached are two photos taken days later at another mechanics clearly showing fresh leaks (damage) coming from both oil filter and bolt. If they did not cause the damages as they claim, why is there no mention of any of the obvious damage not 6 inches from the bolt in question? From the lack of info, they have shown it is clear that they have caused these damages and are trying to pass the blame in any way possible. Also noting that they are admitting to having a lack of employees causing a slog in work just proves even further that they are causing damages and mistakes by overworking a small workforce and are throwing caution to the wind for money's sake. I have all the proof needed showing that they have caused these damages through negligence and/or malicious intent to make the job a more profitable one. If they continue to blatantly lie and ignore the damage they have done, I will have no choice but to pursue legal action.  
  
  Regards,
  
  T* *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  08/10/2022

  The customer was immediately verbally advised about the different plug and was also advised what the cost of repair would be. Details of the recommended service were documented in the invoice and the customer is falsely denying the communication that took place verbally regarding the different aftermarket plug.

  A refund was proceeded to the customer because no work was performed by us.

  The customer was upset and we advised that he take the car back to where the last oil change was performed.  The customer then took the car back to the original place that did the oil change last which was the dealer Community Volkswagen and they also quoted him the pan removal repair and confirmed what we had discovered, "Aftermarket drain has been used." This can be seen on the the dealer invoice #237110.

  We can understand the frustration that this situation may have caused the customer but the additional claims mentioned from this customer are inaccurate assumptions. No work was performed and no damage was caused by us.

  Customer response

  08/10/2022

  
  
  I am rejecting this response because: They are blatantly lying about not working on my vehicle. Here is a photo of the diagnosis. No mention of the bolt, and a green check mark when it comes to leaks as well as other aspects of the vehicle. I do not appreciate this business also trying to call me a liar when I have brought forth proof of said malpractice. I would infer to have these phone calls (that are stated to be recorded) to be brought forth as we will see exactly how disgusting this business is being. I have contacted lawyers about this and they will be hearing from me whether they fix this or not. You have been caught in your egregious lies, so I expect an actual genuine truthful response for once.
  
  Regards,
  
  T* *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  issue: I took 2 vehicles in for service - my first vehicle 2003 Chevy Tahoe - long story short on this one it went in for Alignment and some other hose issues i ended up $1661.69 - the car broke down right after and took it back and would not start anymore and had to have it towed and i was upset and called the regional manager: H***** and eventually he told the store to refund me. 2nd car was next was my:2009 Charger- we had already delivered the engine to the shop to have put in which cost about $2000. and when it got done this car sounded horrible and had something sounded like loud noise and something banging and took it right back to advise shop and also called District manager again and told him what happened he basically told me not to take the car back to the shop and they were being so rude and were not helpful at all and didn't both to check the car again after the engine just got put in and we just paid $1,87.21. I was soo disappointed and could not believe this shop just ruined 2 of my vehicles that were paid off and just wanted to fix things to get them ready to go back into the office, keep in mind the truck and car were both running before this just fine. The shop when we took the car back started saying it could of been so many other issues that they were just going in circles and Jeremiah front desk guy could not help or give solution or direct me to his manager and H***** had already said do not go back. meanwhile i am visiting my nephew and getting rides back in forth going to the hospice and was too busy with him and once this was all over and funeral has then passed i was ready too report this to BBB. I was advised by: All pro transmission that motor mounts and transmission mounts had not been placed and needed them, so that mans the shop did not mount down engine and transmission and could of caused all damage with engine not secured. I had Firestone secure mounts for engine and transmission that cost me $1011.29

  Business response

  08/02/2022

  We are willing to work with the customer to resolve this. The District Manager has called and left a voicemail for the customer every day over the last 5 days and has been unable to get an answer or a call back. 

  Customer response

  09/12/2022

  
  Complaint: 17497006
  
  I am rejecting this response because:

  The District Manager is:  H***** he has not contacted me since he's hung up on me.   The one that is in touch with me is the Area Manager: J*****.  On 08/01 - I talked to J***** told him all about the service I had at mesa big brand tire & service.  He told me he wanted to see invoice for the place that had to fix repairs that they didn't and I was told not to go back to big brand tire and service by H***** . So I sent him an email on 08/03/22  all invoices and he didn't acknowledge them. So I messaged him on 08/08/22 then he responds " revieved and under review"  ...so been waiting and still no response.  So yesterday on 09/8/22 I called him J*****.  He answered and said he was not at his desk and to call him tomorrow...I told him I work and my lunch hour is at 1130, my call went over and called him twice no answer and left 2 voice-mails.  I still have not heard back from him.  
  
  Regards,
  
  J****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  09/16/2022

  The District Manager J***** Hays has been in direct contact with this customer. He has reviewed all invoices she provided and we will be giving her a credit for 75.00 engine core, 25.00 pallet fee and 96.31 rental truck fee to resolve this complaint. 

  Customer response

  09/21/2022

  
  
  Complaint: 17497006
  
  I am rejecting this response because:The Mesa shop, Area district manager J***** Hays and District Manager H***** failed to give me a full refund $1,873.21 and I was advised not to return to the shop.   I took 2 vehicles to be serviced and was very disappointed at their lack of accountability,  disloyal, rude customer service by hanging up on me or not even answering my phone calls.  This was very bad behavior and poor automotive performance and very disappointed.    I was advised not to return to the shop do how is this providing excellent service and loyal to their customers since 1969.   I trusted this shop with 2 of my cars : 2003 Chevy Tahoe and 2009 Charger.  my Tahoe only needed an alignment and charged me $1,661.69 and it broke down after leaving the shop, so to took it back they checked it and left and it broke down as soon as I turned the corner.  I had to tow it back on my own and then they checked it and then called me and said it no longer is running it won't even turn on.  The District Manager offered to give me full refund.   Now on my 2nd car 2009 charger it was their with an engine I bought for $2000  waiting to be put in, I ended up paying $1,873.21 to Big Brand Tire & Service in Mesa, they said it was done and tested so I went to pick up and pay.  however, asi drove off it was making loud sounds and took it back and all I heard was excuses from them instead of offering to fix the issue with the engine they just put in and had no problem taking my money.  I then tried calling H***** to advise of this issue and he told me not to return the shop and hung up on me and would no longer answer his phone.  I found out by taking my car to 2 other shops that the engine mounts all of them were never put on.   I ended up paying this shop $894.48 to fix what big brand tire & service neglected to do or even fix their mistake.   I am not a mechanic but when you put in engine in a car don't you mount it in to secure it how dangerous and disloyal was this or even offer to fix this issue,  I was just advised not to return.  Until I contacted BBB is when I started hearing from J***** Hays, after advising him of all this poor service and customer care and not answering my calls and we set appointment to speak he failed to call me back and I left numerous voimails then finally calling me back with a solution for settlement on my car that they reached a decision to only give me $196.31 (for engine core, pallet fee and rental truck)  very dissapointing and poor solution on behalf of this Company who represents them selves as honest and loyal and failed me on both cars.   This company feels like they are scammers and advised me I'm no longer allowed on their property so then on top of $196.31  they should provide full refund of $1,873.21 since they advised me I am no longer allowed on property and not going to fix issue.  This is how I was treated by Big Brand Tire & Service.
  
  Regards,
  
  J****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  06/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased 4 new tires, alignment and balancing at Big Brand Tires in Santa Maria, CA in August 2021. Yesterday I took my car to get an oil change at a repair shop and the noticed that 2 of my new tires are already worn beyond legal limit. I called Big Brand Tires and they tried to give me the run around. Big Brand needs to replace these defective tires they sold me.

  Business response

  06/27/2022

  We are more than happy to resolve this by adjusting the tires at no cost to the customer. Customer was called and voicemail was left on 6/24/22.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took my car to Big Brand Tire for an oil change service on 04/19/22. My car stalled while driving on the freeway and would not turn back on. My car was towed to Timmons Subaru for a diagnostic inspection. Results of the inspection showed little to no oil in the engine. It was only 2,000 miles since the oil change. Manufacturers recommendations for 2012 Subaru Forester is an oil change every 7,500 miles. 

  Business response

  06/10/2022

  We would be happy to follow-up on this immediately to offer a resolution. The customer does not mention which location she visited. Can she please send the Big Brand Tire invoice or advise of which store was visited? 

   

  Thank you!

  Customer response

  06/10/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 17341190. The service I received was at Paso Robles, CA store #1011. I have attached the invoice to this message. 
  
  Regards,
  
  R******* ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩