Complaints

This profile includes complaints for Big O Tires's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Big O Tires

  806 E Fillmore St Colorado Springs, CO 80907

• 

  Big O Tires

  1611 S Nevada Ave Colorado Springs, CO 80905-2221

• 

  Big O Tires

  555 Chester Ave Woodland Park, CO 80863-3103

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Big O Tires sold a tire with a s**** in it to me and will not replace the tire, only will repair. This is not what I paid for.

  Business Response

  Date: 09/22/2023

  We have not had a customer at our store with this name.  If it was under a different name please provide that name so we are able to look at the invoice.  

  Customer Answer

  Date: 09/22/2023

   
  Better Business Bureau:
  
  Sorry, wrong store. Will refile.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke with ***** the manager and he stated he would do my brakes and rotors all four wheels for ******. I paid the monies and only the two front tires were done. The photos listed show the ***** and worn rotors on the back two tires that were never replaced. Its a safety concern and now I have to pay for the work to be done else where. I want my money back and or I want the brakes and rotors to be replaced at a different location with the same company. I have also included the text about me asking him about why the job was not complete. I originally paid them on 03/17/23 and then 03/26/23 we noticed that the back two tires were not done because the brakes were making noise.

  Business Response

  Date: 03/29/2023

  We are sorry for any confusion that ************* had concerning the work done on her vehicle.  She has been a customer for a while and the store manager was seeing what he could do to help her out.
  Just because there is rust on the rear brake rotors does not mean that they need to be replaced.  All rotors will have some rust on the non-friction part.  Those rotors and brakes did not need to be replaced and are fully functional.  She still had pad life and no warping on her rear brakes.

  The text message sent to the manager was I want all 4 like I said those rotors are no good The managers reply was Ill look at the invoice when I go to work He did not say that the store had replaced or would replace all four rotors and pads, just that he would look into it.

  We did let the customer know that she could purchase the rotors and we would install for her and she told us that she thought this should all be covered the original price.  If any research would have been done on the cost of brakes and rotors you would discover that this price would have been too low for all four rotors and pads to be replaced.  This is an exceptional price for getting the front brake rotors and pads replaced.

  On the invoice it states the work that was done on the vehicle.  The first line says Premium Front Brake Package, it shows that only 2 Brake Rotors were replaced.  After reviewing the invoice, the customer was charged $100 for parts for 2 rotors and $0 for pads and $100 for labor to install them.  The customer was given a discount of $36 which brought the total down to $172.20 which included $8.20 in taxes.  That is way less than what is normally charged for what the customer received.  We will not be installing rotors and pads on her rear brakes unless she wants to pay the regular rate which is approx. $406.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19855887
  
  I am rejecting this response because: 

  
  

  I was told that the price I paid for even though it was discounted that all four of my brakes and rotors would be changed with new ones, because they were going to do a manufacturer warranty of the parts when though they did not purchase the equipment. I picked up my car and at the time of pick up they stated all for of my rotors and brakes were changed because that is what was supposed to be changed. I noticed again that my rear brakes are grinding which indicates that along with the rust they need to be changed. I can get a statement of another mechanic assessment of the brakes and rotors verifying that they have not been changed and that they need to be replaced as well.

  
  

  I have attached new messages from ***** who is the "manager" stating and acknowledging the mistake that was made on their part and in fact that all the brakes and tires were supposed to be changed out after I advised him that what they are doing is wrong ( forging documents and also not providing the services that were paid for as agreed) . I asked for my monies back and or I would like a different location to help with finishing the job that they did not. 

  
  

  After I advised him I will report this issue that is when he stated that I am getting a good price and should be happy with what I got. They want me to pay another shop more money and or them for something that they agreed and I expected in the first place
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/30/2023

  If the customer would have reviewed the invoice it states the work that was done on the vehicle.  The first line says Premium Front Brake Package, it shows that only 2 Brake Rotors were replaced.  She would have seen that she was charged $100 for parts for 2 rotors and $0 for pads and $100 for labor to install them.  The customer was given a discount of $36 which brought the total down to $172.20 which included $8.20 in taxes.  She should have known that only the front rotors and brakes were replaced if she would have looked at the invoice.

  The brake pads were warrantied out because the customer told us that they were purchased at OReillys.  After speaking with OReillys they agreed to the warranty replacement.  If the customer felt that it was wrong for us to warranty out the brake pads, she should not have agreed to that.

  This work was done for the front brakes was at half the cost.  The store will not replace the rear brakes unless the customer wants to pay full price of approximately $406.

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19855887
  
  I am rejecting this response because: I was given the invoice after I picked up my car. At that time ***** confirmed that all four brakes and rotors were done. That invoice was created so he could take a payment and only for payment. The invoice of ****** does not even match any type of calculations for any work done. It will not match because it was a "made up invoice". Once I advise them again that all four of my brakes and rotors were not done that is why in the text messages he offered to correct the issue because he knew that it was supposed to be for all four. Then ***** tried to lie again and say that the backs did not need to be changed. The text messages are attached to this response .

  
  

  I never told them that I got my old parts from **********. ***** stated that he was going to do fraud and just warranty the parts out with ********** for new parts. He would place those parts on my car , all four brakes and rotors and he would just charge me for labor because the parts will be technically free. The invoice was for labor for all four brakes and rotors not for parts. He told me I would be paying for labor . 

  
  

  Once I confronted him that my back brakes and rotors were not done like we agreed he in messages advised me that he would fix the issue the same day as long as I don't report him to BBB or Big O tires. I advised him I'm willing to have my brakes finished at a different location because his store can not be trusted and or please return my money.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a leveler kit put on my truck which I just purchased in fact the dealer sent me to them. The truck was in perfect condition. When I got my truck back it had a tear in the cv axle boot and the front strut was leaking. The work they did was on the front end of the truck in fact the struts had to be removed to perform this installation. I told the Manager ***** about the situation. They diagnosed the problem and said it wasent their fault. after further discussion he agreed to fix the mistake saying that he would order the parts and call me to schedule the repairs. He never called so I called him after a month or more went by. ***** said that the owner said that I wasent even their customer because it was sent to them by a third party and they are not going to fix the truck. also was very rude and hung up on me. I called the Big-O tires corprate office and told them about my issue I was told some one would call me in the next 3 to 4 business days. That was over a month ago. I use this truck all dsy every day for my job and i cant get these people to fix the mistake they made thats all I wanted was my truck in the same condition an when I left it with them.

  Business Response

  Date: 02/07/2023

  First I would like to say that we originally received this complaint on a Friday at 3:00 pm in the afternoon and we are given 3 calendar days to respond.  We are not in the office on Friday afternoons nor on Saturday or Sunday.  The first time we saw the complaint was on Monday morning and the store owner was in ****** at meetings all day.  With no chance to review the issue.  It might help if you adjust your response time to 3 business days. 

   

  ***************** purchased a used truck and was told by the dealer from where he purchased this vehicle to go to Drive In Auto Sound to get a lift installed on the vehicle.  He purchased a lift kit from Drive In Auto Sound.  Drive In Auto Sound sent the vehicle over to Big O Tires to get the lift installed on Sept 15, 2022.  The lift was installed on the vehicle and returned to Drive In Auto Sound. 

  
  There were no issues with this vehicle for several months.  ***************** returned the vehicle to Drive In Auto Sound because of a leak.  Drive In Auto Sound brought the vehicle back to Big O Tires and asked us to check where the leak was coming from.  It was discovered that the leak was coming from a torn CV axle boot.  Drive In Auto Sound said that they felt it wasnt our issue because it was found that the part ***************** is requesting us to replace was never touched by Big O Tires.

  
  The customer became very argumentative after he was told that he would need to take it back to Drive In Auto Sound.  He began getting abusive to the store manager using profanity and was warned that if he did not stop using that kind of language then the call would be disconnected.  The customer continued to yell and use profanity. After that the store manager disconnected the call and that was the end of any communication with ******************

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 19314087
  
  I am rejecting this response because:
  Thank You who ever took the time to answer my complaint. I appreciate the history report on this situation. I dont see any type of resolution in this answer and I do not believe you have been involved tn this transaction because your view of this is not very accurate. 

  First off I reported this "leak" on the cv axle boot and also the strut as soon as the truck was returned to me and I noticed it which was the next day to drive in auto sound.  I did not bring the truck in to be looked at for a month or so because i use this vehicle all day every day I do service calls in it its how i make my living and if I do not have my truck i cant work. I really do not see tee problem with this as this was not going to hurt the vehicle that fast. I would also like to add that as a former mechanic and having several friends in the trade It would be impossible for anyone to put a leveler kit and air bags om a truck like this one and not touch the cv axle. I think we both know that. to answer to your concern about my "temper" and "profanity"  you made that story up outta the blue because I recorded that plone call and I was very respectful to Your store manager.

  I do not understand how your store would not be responsible to resolve this issue when your manager already said he would fix the problem.  He told me he would order the parts and call me to scheduel the fix. when he never called I called him only to get excuses just like now. this is not a very expensive I thought Big o stood behined their work. I would like my truck to be the way it was when I brought it in. it just went through a inspection at ******************* teo weeks prior and there were no issues until after big o worked on the truck.

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

  Business Response

  Date: 02/10/2023

  You may have reported the leak on the cv axle to Drive In Auto Sound but Big O Tires did not hear of this issue for several months.  After speaking to the manager of Drive In Auto Sound, he stated that he asked you multiple times to bring your vehicle in to get looked at.  You told him that you would bring the vehicle back to Drive In Auto Sound, but you did not.  I understand that this is a work vehicle, but you were able to have it in the shop for a few days to get the leveling kit installed but it seems that this leak was not a priority to get checked on.
  We disagree on whether you need to remove a cv axle to install a leveling kit.  Our mechanics did not damage that part because they did not touch your cv axle to do the installation.  Included in our response is a detailed instructions on how to install a leveling kit.  As you will see, at no time during the installation is the cv axle involved.
  Our manager stands behind your use of profanity and no one should be spoken to in that manner. 
  So, at this time we are not willing to replace the cv axle due to not having touched the part on the installation.

  Customer Answer

  Date: 02/11/2023

   
  Complaint: 19314087
  
  I am rejecting this response because:
  There is several ways to install a leveler kit.  The strut was also damaged and that has not even been addressed instead you wanna talk about when i brought the vehicle in or profanity used  however you dont want to talk about the real issue here. Which is the poor installation on my truck front end which is where your shop installed the leveling kit and where the damage to my truck is.. Attached is a screen shot of your own installation instructions which shows the cv axle boot inches from the mechanics wrench being used. Could that ****** have slipped off the nut and hit the rubber boot of the cv axle?  Also the strut which you keeo ignoring which in your instructions states has to be compressed could that have been done incorrectly and damaged the strut causing it to leak? I dont need a free bee here nor am i looking for a handout. Your dealing with a mechanic here which is not my main trade focus however it is one trad skill that i have 20 plus years experience in.  I dont need the money and can pay for my own repairs however your shop damaged a perfectly good vehicle and now refuse to fix your mistake i want to make sure other customers know this so they dont get the same treatment i have when trusting my expensive vehicle will be in good hands of a shop that stabds behined their work. I deal with customers and work in their houses all day long. If i make a mistake i just fix it thats stand behined your work and taking care of the customer. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brought a 2011 ****** Murano to Big O on Fillmore. Asked them to do a diagnosis on a weird sound and a drop in RPMs. They charged me for an oil change and told me there was nothing to worry about. I immediately brought the car back to them since the oil change didnt work. I told them i thought it was an air hose. Then they told me it wasnt the air hose but solenoids. 900 dollars later, the solenoids did nothing so i had to bring it right back. They finally tested the air hose and found multiple massive holes. They also finally told me what the noise was a noise from the timing chain. They told me they would put the remaining amount the owed me into replacing the timing chain. Then he said he would give me 25% percent off. The mechanic showed me in his software that the job takes 10 to 12 hours. They have 2 different programs they use for quotes. When i brought the car in again they doubled what they has originally quoted me. I asked for the rest of the money the owed me for lying and upcharging me multiple times. When i left the store he followed me out, theatened to harm me and called me a p**** for being crippled and walking with crutches.

  Business Response

  Date: 06/07/2022

  see attachment. 

  Customer Answer

  Date: 06/09/2022

   
  Complaint: 17260412
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 06/12/2022

  Everything this Big O location is saying is a sad attempt to cover up and not address their major issues. Shaming customers for believing anything Big O says is more proof that this location exploits consumers instead of protecting them. After 3 diagnostic tests the still wouldn't admit that the air hose was the problem. They lied to me to upcharge me. Nobody should trust their diagnostic tests. They will overlook a hose to make you pay for something you don't need and then threaten you for asking for a refund. They claimed to offer me a **** dollar discount which was actually only 700, approximately the amount they still owe me but he didn't say how he doubled the cost from ****** Blue Book and other auto maintenance companies. They did not throw me out for using profane language, he threw me out for not whispering and the customers could hear how he scammed me. I am crippled, when they gave me my keys back they fell on the floor, he took my keys and wouldn't hand them to me until I was outside where he threatened to attack me and said I am not a man for using crutches for my disability. Big O use to be a company that actually cared about their community. Now they brag about making millions scamming our community like the scammed me. The have 2 systems for quotes. The one in the back accurately states the amount of hours it takes to do a repair so that the mechanics work as fast as they should be but they also have another system I  the front that adds additional hours to **** up the price by 50% to 100% more. Anybody who is disabled to not spend any money or time at ********** O will waste weeks and hundreds of dollars putting you in ***** way. They will lie to you to cover up their terrible customer service. I missed 2 ************ since i trusted ********** O robbed me of weeks, hundreds of dollars and instead of making it right they threaten to harm me for asking for a refund and gave me hate speech for being disabled.

  Business Response

  Date: 06/22/2022

  We are so sorry that you were not happy with your experience at Big O Tires.  If you did not trust the diagnostic test then we are not sure why you would have approved the work being done on your vehicle multiple times.  We only have one diagnostic system that is used in the back by the mechanics when we are doing an estimate.  I am not sure what ***** Blue Book, which lists car values has to do with this issue.  We actually installed the air intake hose at no cost to the customer.  When the customer started to use profanity that is when the store manager gave back the customer his car keys of which he dropped and the manager picked up.  The manager walked to the door and opened it and handed the customer his keys.  No one attacked him for using crutches and having a disability.  In fact the customer returned later to pick up another vehicle that was being worked on for another family member. 

  Customer Answer

  Date: 06/29/2022

   
  Complaint: 17260412
  
  I am rejecting this response from Big O. I have been a customer for more than 15 years. The previous owner never made mistakes during diagnostics which is why I trusted ********** new owner brought in a new manager that privately while in uniform defamed the previous owner claiming that they now make millions of dollars ripping people off like me. The previous manager told me anytime I bought a used car or even thinking about buying a used car to bring it in and they never made the mistakes the new manager does. The new manager ***** doesn't take any responsibility for the lies he tells, he only says more lies to cover up the truth. They told me 3 times that the problem wasn't the air hose when I fact it was. The deceived me by lying about the air hose and also about the conflicting quotes. ****** Blue Book and other automotive companies publish how much a job should cost and Big O approximately doubles what ****** Blue Book and other companies in town charge. The other car I picked up was not for a family member, it was my old car that I have brought to Big O over the past 5 years. I asked them do a diagnostic on the right tire and they still didn't get that accurate either or even give me any documentation. It really should be considered a hate crime to be derogatory to disabled customers mocking them for using crutches, unnecessary aggravated threats of violence and scamming customers by exploiting the trust from being long time loyal customers. My family will never trust Big O again. Big O is a toxic company ripping customers off. People have a right to know about the fraudulent practices
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/30/2022

  This store has been owned by the same family for over 30 years.  So you have always dealt with the same ownership.  All work done on this vehicle was done with the approval of the customer.  No work was done on this vehicle without the customers approval.  At this point we feel that we have done what the customer asked which was replace the air hose at NO COST to the customer. 
  With the situation with the store manager, there were other witnesses at the store while this customer was there that back up what the manager has stated.  No one made fun of this customer due to his disability.  I am sorry that you feel that this does not resolve the issue.  At this time we are not willing to do anything additional for this customer.

  Customer Answer

  Date: 07/01/2022

   
  Complaint: 17260412
  
  I am rejecting this response because nothing Big O says is honest anymore. They are crooks that should be investigated for deceiving customers. There are numerous reviews saying how you ripped them off and a surprising amount have Latino and Hispanic names to people are starting to question why you exploit so many customers. ***** said that the owner of the South Nevada Big O took over and now are making millions of dollars ripping local people off. Nobody should trust you with their vehicles. You play with people's lives. Witnesses also heard you being hateful since I am disabled. You owe me more than 700 dollars. Big O is a crooked company stealing from my neighborhood. You lied about the air hose to upcharge me almost a thousand dollars. That is fraud. You are frauds.
  
  Sincerely,
  
  ***********************