ComplaintsforBig O Tires

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have documented this situation throughly with videos on my phone, receipts and text messages. Please ask for any of the above. On April 19th 2023 I went to Big O Tires (4th St, **************) to ***** a strange noise and acceleration issue, along with normal tire rotation and oil change. They could not assess the issue, so we continued with normal maintenance. They suggested that I wait to see if the issue goes away, or take it to ****** for an official assessment. A week or two later, my engine light came on.On May 10th, Big O Tires charged me $1500 (opened a line of credit) to fix the issue. A few days later the noise and acceleration issue returned, and my engine light came back on. This happened four times. Each time after the repair on May 10th, I kept going back to the same ************ the job on May 10th, they did all the additional work for free because of their warranty guarantee.However, the last time (on June 7th) they told me that they could not repair the issue. They simply gave my car back to me with the engine light still on, the same noise and same acceleration issue. They refused to refund the $1500 from May 10th. I had the car assessed by ******. The problem is a head gasket issue. Big O charged me $1500 for parts and maintenance that I did not need. They replaced water pumps, coils, coolant temp sensors and more. Their failure to assess the issue properly is not my fault. I left with my car in the same condition that it was in when I first arrived on April 19th (or worse), but now I am $1500 in debt. I only want a refund. I am a Lyft driver and since my wellbeing is reliant upon my vehicle, if this goes to small claims I will also request compensation for all of the days that was not able to work because of this. Thank you for your time and please let me know any addition information or documentation needed. - *****************

  Business response

  07/12/2023

  Hi the online system isn't working.
  
  
  Big O tires area manager
  *************

  Customer response

  07/12/2023

   
  Complaint: 20236981
  
  I am rejecting this response because: There are multiple inaccuracies for which I have written evidence and receipts. In order: 

  I never stated my car was misfiring when I arrived at Big O in April. I didn't know what was wrong with it. I did not say I needed spark plugs. In fact, Big O had replaced my spark plugs the year prior, for which I also have the receipt.

  ****** did not mention that the plugs and coils job also included a coolant sensor that I clearly did not need. In total this job cost $1500. 

  When the issue continued and the code apparently told her 'water plug', they did this and further services for free not because "I couldn't afford it," but because it would obviously be inappropriate for me to continue paying for ineffective repairs. ****** called this 'doing the right thing'. 

  The issues that the mechanic listed on my final receipt (when the car was simply given back to me with no repair) match my initial issues that I had listed - which are also written on my first receipt. So, by their own admission, they did not fix the issue that I arrived with originally, but they charged me $1500 for it. A refund is thus appropriate.

  
  Sincerely,
  
  *****************

  Business response

  07/12/2023

   Sorry to hear of his dissatisfaction. If he wants to go further we have followed all procedures to the service standards and we can offer the discount on the head gasket job the vehicle needs in addition and that offer still stands.

  Customer response

  07/12/2023

   
  Complaint: 20236981
  
  I am rejecting this response because: 

  Asking for more money for more services is not a solution. If this is not resolved we will escalate to small claims where I will *** for a refund plus my lost time as a driver because of ineffective repairs, by the shop's own admission. The case has been accepted and filed by Superior Court of Sonoma County, case number: MSC-******. This is an inconvenience to me (more time lost) so I am giving Big O a last opportunity to resolve through refund witnessed by BBB before papers are served next week.
  
  Sincerely,
  
  *****************

  Business response

  07/14/2023

  We are sorry you are unhappy with our response. The offer still stands to further help you with mechanical needs.  Again, we have followed all procedures and operations per industry standard.

  Customer response

  07/14/2023

   
  Complaint: 20236981
  
  I am rejecting this response because: Again, asking for more money/services after multiple ineffective repairs is not an appropriate offer.
  
  Sincerely,
  
  *****************

*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. ↩