ComplaintsforBig O Tires

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Date of transaction 09-21-21 Amount Paid $486.44 “Premium Brake package” (New pads & New Rotors) Front brakes Paid for parts Not put on vehicle The Store location and Big O Corp (TBC Corp) refused to resolve this problem. Consumer Relations Claim/Ref # ****** Big-O-Tires *** ** ****** ****** ******* ******** and Big O Corporate/TBC Corp ************** Big O Tires in Frisco (2+ hours from my home) sold me a “Premium Brake package” Front brakes, totaling $486.44 ****** **** inspected all of my brakes; told me Front Pads were totally good, but Front Rotors were “Under Discard,” meaning they were close to failure and couldn’t even be machined! Called Big O Tires: Service advisor Erica who was rude and unprofessional. Was told to have the front rotors inspected at another Big O Tires. I took the veh to my local Big O Tires store; they said the same thing as ****** ****. Re-called the Frisco Big O Tires again and spoke with the mgr, Trish, (she was defensive, unprofessional, no customer service). Trish she “couldn’t even tell what was done” on my vehicle while reading her own computer invoice! Trish said that she “didn’t watch the work that was done" and couldn't do anything. Only gave me warranty phone number, but past warranty. The Frisco Big O Tires manager & owner refused to make it right. Called Big O Tires Corporate/TBC Corp; filed a case with Pedro, Ivan, District Mgr (*******), & Gen. Mgr (********). After 6 phone calls, numerous emails/invoices, and pictures of the old rotors, was told that the General Manager (********) “Refused to do anything and couldn’t help.” Case was closed (12-08-22). No excuse was even given after all of the evidence that I sent them. They strung me along for a solid exhausting/stressful month and kept telling me it was “being escalated.” Ivan even agreed that they should refund me money. They did not even give a reason why they “couldn’t do anything”! Big O Tires Corporate/TBC Corp never called or emailed me once. Seeking a Refund.

  Business response

  01/06/2023

  We have replaced the brakes for the customer three times under warranty due to abuse to the brakes. There has been no charge to the customer for these three replacements. We have explained to the customer that we will not replace them under warranty again since his rotors are hot-spotted and it's been over a year since the last warranty service. (We will complete warranty on brakes for the first 4,000 miles, however this customer was well beyond the 4,000 mile mark and we continued to provide replacements for him.)  

  Customer response

  01/09/2023

  Complaint: ********
  
  I am rejecting this response because:

  The response from the Frisco Big-O-Tires located at *** ** ****** ***** ******* ******** is a complete lie! I demand to see their invoices showing that they "replaced the rotors 3 times, with almost a 4th time!" They won't be able to produce them because it never happened.

  That's not even possible to replace the same rotors 3 (almost 4 times) in just 1 year. My vehicle has only been to their shop 1 time on 09-21-21. I discovered the fraud on 10-08-2022...that's only 1 year! I paid for a "Premium Front Disc Brake Package with Rotor Kit" for $486.44. They never replaced my rotors!

  Who would believe their blatant lie that they "replaced the brakes 3 times under warranty for abuse to the brakes"??  No warranty would ever cover that. They said they told the customer "they wouldn't replace them again since they are hot spotted."  There store is 2 hours from where I live. I only went to them 1 time while driving to the mountains! They've never called or emailed me once! I have their original invoice and have documented every phone call and email that I have made to resolve this fraud.  I have never been to the Frisco Big-O-Tires located at *** ** ****** ***** ******* ******** a second time after 09-21-21.

  I implore the BBB to take the necessary actions against this store. I am considering talking to a lawyer now after their outright lies, especially against whoever wrote their false response to my complaint!

  Regards,
  
  ******* ********

  Business response

  01/09/2023

  It has been over 1 year  since the initial installation and the warranty covers 1 year or 12,000 miles, whichever comes first. He is past his warranty period. 

  Customer response

  01/09/2023

  Complaint: ********
  
  I am rejecting this response because:

  The warranty is NOT the issue. The fact that I was charged ($486.44) for New rotors that were NEVER put on my car is the issue! I want a refund for the rotors that I paid for and did Not receive. I submitted paperwork from two other businesses (****** **** and a different Big O Tires) that confirmed the rotors were Not new, because they were my original rotors. I followed all of the steps that I was asked to follow through Big O Corp/TBC Corp and only got the runaround. What kind of so-called business are you running?!

  And where is your documentation where you claimed that you already "replaced the rotors 3 times under warranty and denied a 4th time??...all under 1 year?!? You can't produce it because you lied. That's not even possible!

  For the last time, I was only at the Big O Tires in Frisco Colorado just one time while driving in the mountains. I am seeking a lawyer if I do not get a refund and you will be individually named in the lawsuit.
  
  Regards,
  
  ******* ********

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 6 2021 - I purchased 4 *********** 225/50R18 DRIVEGARD Run Flat tires from *** ****** for $1197.50. See attached invoice. We moved to East Vail for the winter and found these tires were insufficient in snow (All Season does not mean All Weather I learned), particularly so because we have a young daughter. Being the closest tire center I called Big O for help. They convinced me to buy a set of snow tires on 12/24/2021 for $773.25 (see attached invoice). Because we were renting a small condo we were thrilled when Big O Tires offered to store the 4 *********** tires for the winter at which point we can either have them put back on or we can take them home with us. April 2022 we decided to retrieve them from Big O where they were promised to be stored (on premises). I called ahead and spoke to a manager who claimed that Big O has a policy AGAINST storing tires and denied he had possession of mine. In disbelief I called back and his associate disregarded the comments, claimed I can come get them. We received 4 tires in individually wrapped plastic bags when we arrived, I tipped the gentleman who helped me, and we brought them home to Boulder, stored them in the garage and brought them with me to our next appointment with *** for service on May 24, 2022 where they installed them. Today, October 25 2022 while driving to the mountains on a highway at very fast speeds. my front left tire blew out and i nearly lost control of the vehicle. It was terrifying. I quickly found closest *** ****** location because my tires came with a 50k mile warranty. However, while that is true...I was informed when i arrived that these were NOT the tires I purchased and were the WRONG SIZE, NOT a RUN FLAT tire and NOT Bridgestone. Instead Big O gave me an old set of **** ******* ** ** tires. Big O closed their sale by offering to store my brand new tires. They lost them and then gave me faulty tires that put my life at risk. I demand to be refunded today's purchase of $1256.19

  Business response

  10/27/2022

  We have discussed this with our Avon store manager and staff to gather information. It is our policy not to store customer tires at any of our WS locations. We do not believe that any of our team members provided stored tires to a customer. 

  Customer response

  10/27/2022

  Complaint: ********
  
  I am rejecting this response because it is a flat out lie. While it might not be your official policy or perhaps your policy has changed since our transaction took place in December 2021, it was MADE your policy when your associate (i) promised to store the tires, (ii) took possession of the tires in December and then (iii) at the behest of the manager, perhaps the manager you are referencing...in which case he was present when the faulty tires were returned) and (iii) returned a set of tires with my name on them that were both NOT the tires that were left but were also they were also HAZARDOUS and caused a BLOW OUT on I-70 that luckily didnt end tragically.

  So you can choose to conduct your business dishonestly, or you can take responsibility for this and make things right for me and then retrain your staff to cease and desist from offering this service. While you're at it, teach them to treat customers with respect. My cousin actually has a friend who used to work at Big O in Avon who said regularly employees were selling tires online that were left by customers. Judging by how I was treated on the phone by your employee it would not shock me that your establishment was used to scam me.

  
  
  Regards,
  
  ****** *******

  Business response

  11/09/2022

  Mr. ******* - Our policy has always been that we do not store or hold tires in store for any customers. We also had 1 on 1 meetings with each one of our Sales associates and store manager to ensure a mistake was not made, all of current Sales staff has been with our company for over a year and have no recollection of this being something that was promised to Mr. *******. We do not feel we are responsible for the blown tire or responsible to cover the cost of the four tires Mr. ******* had to purchase, as this has no correlation to any tires or service we have provided. Also, Mr. ******* had his tires installed at another repair facility not at Big O Tires Store located in Avon Colorado. There is also a large delay from the time he says the situation occurred to when he has contacted us regarding this situation. 

  Customer response

  11/09/2022

  Either somebody's lying or theyre no longer working for you. I'm happy to explain the timeline:

  I called Big O in Avon to retrieve the tires in April. The 'manager' answered the phone and had taken the same position youre taking now of saying its against their policy to store customers tires. I said thats absolutely insane and completely impossible as I had left my $1197 set of tires when promised they'd be stored for the season. It was notated on the invoice. I called back and somebody else answered the phone. They said that there was no problem and this was a manager visiting from another location and didnt know how things were done in Avon. He said my tires could be retrieved whenever I wanted. We set a time for later that day, he packed 4 tires each wrapped in a white trash bags into my wife's SUV, we drove them home, unloaded them in our garage for a month while i was still relying on snow tires for safety, and then had them installed in May by a *** dealership. The reason it took so long to report is because...it took 3 months of driving on the tires (we were traveling for several months and the car was unused) before one of them BLEW OUT ON I70 causing me to first seek out warranty coverage from *** ****** for the tires they sold me the previous fall. Speaking with them I realized while the tires certainly would have been fully warrantied...they were stolen by Big O Tires in Avon and swapped out with crappy old tires that didnt even last 3 months.

   

  You are 100% responsible for the $1197 *********** tires you offered to store, lost and then your associate pretended to make good on his offer to store the ************ for the season by pretending to return them and instead disguising tires you were planning to recycle to put on my *** and almost kill me.

  Business response

  11/18/2022

  We have completed a full investigation with our staff, including current employee Hugo, the sales person that helped Mr. ******* with his purchase. We have never at any point offered or stored customers tires at our location. 

*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. ↩