Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Big O Tires put $1800 tires on my 4 Runner, and left us with a noise in the rear tire that wasnt there when we dropped it off. When we brought it back they said it had a cracked rotor, and fixed it for $500. We had our vehicle checked out by Lithia in ******** prior to having the tires put on, and everything was in perfect condition, so something had to have happened to it in the shop. When we inquired about this, they denied any fault and wrong-doing, and refused to make it right. When we left a negative review on ******, all the owner could do is try to demean and disregard our experience with the company by leaving a very rude and unprofessional reply. When we took to Yelp to leave a review as well, we noticed he did the same to anyone else that left a negative review. Rather than trying to make it right or not say anything at all, *** *. demeaned and discredited customers experiences.

  Customer response

  01/04/2025

  I filed a complaint with the BBB yesterday and the owner, *** *******, took to Yelp, highlighted my name in his reply without my permission. I had created an anonymous review of my experience with his business, and he publicly blasted my name online without my consent. This is a violation of privacy. I called and asked for it to be taken off, and sent him a private message as well. Nothing had been done about it. This owner is trying to intimidate and disgrace me due to my honest review of his company. I need help asking him to remove my name from his reply to my review. I dont care that he leaves his reply, I just dont want my name added without consent.

  Desired Resolution:

  Modification/discontinuance of an advertised claim

  
  

  Business response

  01/27/2025

  ****** is leaving out lots of details. We installed new tires in September and she brought in back in December for a noise complaint. During the that 3 month time we never received any phone calls and they never stopped in. The unfortunate thing is the brakes looked to have been replaced not long before we did the tires. Our professional opinion is that the brake rotor had a manufacture defect and that's why the rotor cracked. Her complaint needs to be with whoever replaced the brakes and look at warranty options. We did nothing wrong and all we did was help her. There is only one correct way to repair brakes and that is to replace brake pads and rotors together. December is one the busiest months for us, and we got her in and brake replaced same day. A couple of day after the repairs were done she called and asked for her money back and to blamed us. After we told her no she has complained and slandered our business on every platform she can. She also wants to complain about how we handle our responses to other reviews. Our responses are truthful and handled in the same demeaner customers give us. ****** is no exception. ******** complaints are from from the truth and all she wants to do is slandered and try to steal money from us.

  Customer response

  01/27/2025

   
  Complaint: 22763780
  
  I am rejecting this response because:

  The owner has not taken my name off of the reply online. I never gave consent to use my name, which is a violation of privacy. He is also accusing me of trying to steal money from the company which is slanderous. My next step will be to seek legal counsel if this is not resolved.
  
  Sincerely,
  
  ****** ************

  Business response

  01/30/2025

  The use of a first name is not a invasion of privacy. Demanding that we refund you the brake job we did after we did everything right is theft. This truck was driven for 4 months and over 1500 miles between the time we installed the tires and the time we replaced the brakes. During that time nobody called us or stopped in for us to look at it. It is your responsibility to notify us immediately if you think we did something wrong. We have done nothing wrong and if you want to point the finger at us and demand a refund, I consider that theft. 

  Customer response

  01/30/2025

   
  Complaint: 22763780
  
  I am rejecting this response because:
  I did not demand full refund for the brake job, that is a lie. The manager agreed with me that splitting the fee was acceptable, and had to get approval from the owner before doing so. He said he would call me back, which he never did. I allowed a month to go by without contacting him back to allow ample time for reply before I posted my review. I understand we took some time to bring the vehicle back, but we did call about it initially, and we said we would bring it in when he had a chance. It still doesn't negate the fact that the vehicle was in perfect working order when dropped off for new tires, acquired a squeak on every rotation after the tires, and was undrivable after the manager crowbar wrenched the tire when we brought it in to be looked at. We were unable to take it to anywhere else to have the brakes done, because it was undrivable after the manager wrenched it. To top all of this off, you tell me that I am trying to extort money from your company and deny any responsibility for what happened. Including the fact that your manager rendered the vehicle undrivable when we brought it in to be checked out. The fact that you can't see what you have done and how you have treated me over this incident is appalling. In addition, I receive an email from your manager, ******, yesterday telling me the only way to resolve this is for me to remove my post. Sounds like you are trying to bully me into submission, which will not happen. 
  Sincerely,
  
  ****** ************

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 22, 2023, I brought my vehicle to Big O Tires, as there was a pulling noise occurring beneath the car's hood. After a forty five minute wait, I was called by *************************, who informed me that my vehicle needed power steering fluid, which they had added. He then informed me that there would be a "diagnostic charge" of $145. Upon information and belief of consumer protection law, I understand that an auto mechanic cannot charge a client unless the client has been provided a written estimate of charges prior to proceeding. Big O Tires did not do this. As such, their action was illegal, unethical and immortal.

  Business response

  06/22/2023

  Customer set up a appointment to diagnose a engine/belt noise. Our mechanic spent  45 minutes to 1 hour looking at this problem. He found that the power steering fluid was low causing her noise, and then proceeded to find the cause. Found leaking power steering hoses. The customer was notified and provided a quote. Customer declined the work and was charge for 1 hour of diagnostic labor. ******** was also informed at this time that if she decided to get the work done we would credit half of her charge to the repairs. Our price board clearly says (Diagnostic labor $145), also says (Inspection labor $145). Our mechanic does not work for free and should not be expected to work for free. We did not practice in any illegal, unethical, or immoral ethics. Customer will not be refunded. We will still honor the credit if the work is performed with us.

  Customer response

  06/22/2023

   
  Complaint: 20221898
  
  I am rejecting this response because:
  I was not provided with a quote of what would be the cost prior to the work being performed.  This is contrary to the automotive repair industry standard, where it is accepted protocol that the client is clearly and expressly given a price quote prior to work begun.  The responsibility for the customer understanding all the charges involved rests with the company, and this did not occur as no paperwork was provided to me and I did not sign any acknowledgement.  No posting indicated a diagnostic fee existed.  This is a clear example of an automotive business taking advantage of an out of town visitor.  I have never, in many decades, encountered such an entity as a diagnostic fee; I have always had mechanics provide a clear statement of expected charges.  This is a business attempting to pull the wool over unsuspecting, unknowing clients.  The only reputable response is for a refund of my $145.

  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. ↩