Complaints

• Initial Complaint

  12/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went into Big O Tires on 6/22/2024 to get my breaks done and just my breaks. They advised me that I should also do my pads and rotors which I declined told them I only wanted the breaks done for now. When they were finished they told me they went ahead and did everything for me. Break pads, rotors. I didn't plan or consent to that. I had to call my son to pick me up and take me to get more money since I had only planned on bringing enough money for the breaks. Big O Tires said my son talked to them which is untrue I went alone and nor him or myself consented to anything.

  Business response

  12/16/2024

  We do not do work that is not authorized. The customer came in, we looked at their vehicle, we communicated what it would take for us to fix her issues, and it was authorized. We perform the work with authorization, we NEVER would do a job if someone did not say go ahead and do the work. In fact, it happens all the time, people say lets hold off on this, or I am going to wait on a repair. We do not then repair the customers car, and expect them to pay for the work. This work was authorized for us to do, so we did the work. When we do Brakes, we (along with most other shops) replace rotors and brake pads together, to prevent unnecessary future issues with the brakes such as squeaking, vibrations, etc. The estimate was given before the work was done.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband ******************* and I believe we have been the victims of some sort of car scam at Big O Tires on 52nd and ********* in Arvada, CO. We have never taken our car (2020 ** Tiguan) there, but someone named ****** was using our plate number and VIN to get work done on a different vehicle (same make and model but a 2018 Tiguan) between November 2020 and August 2021. We did not discover this until June 2024 since we had not run a Carfax on our new Tiguan until we went to buy out our 4 year lease because we had no reason to run a Carfax on our (never before owned) car. The ******* ** employee pointed out the 5 visits to Big O Tires on our Carfax and it is obvious that it is not our vehicle based on the mileage (no one can drive 40k miles in 3 months), and he said we should go to that Big O Tires and have them fix it. I went to Big O Tires and spoke with an employee named ****** and another gentleman(?). I told them what my issue was and showed them the Carfax report and immediately were unhelpful and refused to take any sort of responsibility. They said that our license plate was in that store, and I know that is untrue. We have only taken it to the ** dealer to get serviced since it was a lease, our car has never been stolen, and our plates have never left the car. ****** said the *** could have issued two of the same plates to different drivers so I called the *** and disproved that very quickly, we are the only ones with our plates. The only way this could have happened is if someone brought in a picture of our license plate and ********************** serviced a vehicle 5 times in one year under our plate and VIN, never actually checking to see if it was a match with the vehicle they were actually working on. ****** used our plate number on a 2018 ** Tiguan for a year to get a bunch of work done, and then sold it within a year and bought a 2022 Tiguan and now has it serviced there as well. They said they erased our info from ******** account. We have filed a police report.

  Business response

  06/20/2024

  We have never seen this vehicle at our shop according to our records as well as the customer stating they have never been here. We have a customer who has a 2018 VW Tiguan which we have done work on. When we pull the license plate, it allows us to correctly identify and catalog parts. There would be absolutely no reason we would want to have incorrect information into the system - A 2018 vs a 2020 VW Tiguan may have different brake parts, tire sizes, etc depending on the sub-model and year of the vehicle. We have done a set of tires on the customers 2018 Tiguan, as well as brakes, and a cabin air filter (which the customer paid for). The customer accusing ****** of being a criminal is not the case - somehow something got mixed up, whether the plate is the same, whether its one digit off, a different state, we are trying to get to the bottom of it and will contact Carfax to see if they can remove it. We try to increase the value of cars by helping our customers maintain them, not devalue cars. We don't know how his vehicle would report to a different vehicles Carfax. especially since it has never been in to our shop. The license plate pulled up the 2018 VW Tiguan's vehicle, which we serviced. There would be no reason for him to use a different plate to get his vehicle serviced, as the only thing its tied to would be something like ******, I would assume he would want records of repairs made to his car, for future selling purposes if he sold it. We have put in an inquiry to ****** to try to get this handled, and apologize for the inconvenience. 

  Customer response

  06/22/2024

   
  Complaint: 21832885
  
  I am rejecting this response because:
  

  While we did determine that there was not intentional criminal activity occurring, Big O Tires serviced a vehicle under our car's plate and *** 5 times and no one caught the error at that business. No one double checked the plate number or even bothered to compare the *** or the correct year of the vehicle. This is negligence, not just once, but five times. If it not the practice of the business to check and compare the plate number and *** actually match the vehicle they are working on, then the business needs better practices put in place and should be held responsible for the time and headache this has caused my husband and me when we have never taken our business to this place and never would. On top of that, when I came to the business to point out their error and ask for them to correct it they wouldn't take responsibility and said that the *** probably issued two plates of the same number...I called the *** and they did not do that, nor does that happen, so that was an excuse. They gaslit me and told me "your plates were here or we wouldn't have serviced the car", so initially they wouldn't even try to figure out their error until we threatened with legal action and the police. I am happy to know it was not an intentional error, but I would have appreciated some sort of responsibility on their part in trying to correct their mistake instead of telling me it was my problem to figure out. Poor business practices, oversight, and neglect are what lead to this major error. 
  

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

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