Complaints

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:05/22/2024

  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.

  Lead me to believe I was signing up for Credit Financing, they signed me up with a Lease Agreement, trapping me with a company called Acima (Owned by Rent a Center) I've spent hours trying to get out of this lease, I will have to pay hundreds more because I can't pay it off early and like with a credit account, I asked questions and they told me it was just the wording. I can't return an Oil change or a Front end Alignment. I wouldn't of added the alignment if I knew it wasn't credit. I need the tires, I don't trust them, They took my options away, I would've used other forms of credit I have.

  Business Response

  Date: 06/12/2024

  To whom it may concern,
  
  In response to the letter received (Complaint ID #  ********* and upon reviewing our camera footage we report the following as true and accurate to the best of our recollection.
  
  On May 17th 2024 early afternoon at approximately 12PM ********************************* entered our facility requesting us to review her tires. ****************** was concerned with possible vandalism/damage to tires.
  
  After reviewing the vehicle with the customer, the service advisor explained we would not be able to repair the customers ********************** and recommended the proper course of action would be replacing both front tires.
  
  While the customer was reviewing ********************** with the service advisor, the customer started to voice concerns with finances and the service advisor explained we have secondary finance options to include our own credit options as well. The customer stated she did not want another credit card but stated she would be interested in the secondary options. The service advisor explained the basis of the finance options are  90 days same as cash and she would have a contract with ***** moving forward should she agree with the terms. At this point in time the I, ****************** the store manger began engaging in the conversation as the service advisor is still newer to the company. Both the service advisor and I explained to the customer that the secondary options pay BigO tires the day of the repairs being performed and the customer is responsible for the payments to Acima the finance company moving forward.
  
  The customer after agreeing on ********************** approached our ********************** and told the service advisor she was also interested in a bundle package that includes an Oil change, Fuel system service and an engine air filter. The service advisor informed the ****************** at that time we could facilitate her request. ****************** then applied and stated she had approval from Acima in the ****** of $3900. At this time the service advisor asked myself to help review the ticket to determine accuracy of quote. I ****************** at this point asked the customer and service advisor which ********************** we were replacing that day to the response of both front tires. At that time I explained that a tire alignment is recommended when replacing the front tires and we as a shop perform a free inspection but would quote the alignment for an exact total and transparency. The performed repairs were discussed and the customer agreed for us to perform the work.
  
  While the quoted repairs were being performed ****************** approached myself and said she is unaware why the payments would be so high. I advised the customer that until cash out the finance company is expecting her to use the full $3900 and is giving her what her monthly total would be should she borrow the max ****** possible and utilize the 1 year or 18 month option as opposed to the 90 day option. I advised prior to cash out the agreement would outline her obligation and she is only responsible for the initial payment to Acima on that day and it would be her responsibility to call and ensure she is set up for the 90 day same as cash the following day.  
  
  Upon repair completions ****************** agreed to the Acima terms and conditions on her phone and made the initial payment with no further questions for myself or the service advisor.
  
  The following day our automated system reached out to check for customer satisfaction in which she stated she was not happy and was reporting us to the Better Business Bureau. Upon reviewing this message, I immediately called customer to see how I could help or further explain any concerns she may have. ****************** began shouting and screaming that there is nothing I can do and proceeded to hang up on me.
  
  We believe ****************** was informed and signed the agreement without coercion. We additionally attempted to apologize if there was any confusion and help explain what she had agreed to if in the event she did not read the user agreement only to be shut down.
  
  
  Please contact if additional information is required
  
  Big O Tires and Service
  J. Major
  Store Manager
  Store ******

  Customer Answer

  Date: 06/12/2024

   

  What Mr. ***** has stated is his interpretation and does not match what happened, or my recollection.  Did he supply the video to the BBB as evidence? I'm specifically referring to the part where he says they explained about it being a Lease. It never was. If I had been told what type of financing it was I would NEVER have signed up with *****. I had other options of my own to pay the bill. I would not of added a Front end Alignment either because of my funds, they do this to upsell to people. He is Not an honest businessman.    

• Initial Complaint

  Date:05/20/2024

  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 went to Big O Tires to Get an OIL Change,Tire Rotation Tires are to be SET at 40PSI.,Battery Check.I Got Home & ALL my Tires were set at ***** PSI. Then Several Days Later My Battery was DEAD & I had to JUMP Start it. I went to ************************************** a Battery it Cost me $290.23.BIG O tires Did Not Fill my TIRES to 40 PSI as Directed to & They Supposedly Checked ***************** told me it was GOOD, But Several Days Later I Had to get a Battery.I am REQUESTING a REFUND from BIG O Tires for $60.00 Dollars, that is the COST of Labor for a NEW Battery from *********.

  Business Response

  Date: 06/11/2024

  ***************************** last visited our location on February 29^th 2024 and worked with myself ****************** and one of my senior lube techs. Upon check in the customer did request tire pressure set to 40 psi and a battery check performed during the visit for an oil change. At that time, we advised the customer that the battery check was a free service and we would set the air pressure to 40PSI and was noted on his repair order.

  Upon move-in it was noted that all 4 tires were under inflated and would be set to 40PSI. We have a double check procedure we adhere to and both the lube tech that serviced the vehicle and the double check was noted the pressure was set to 40PSI during the service. Air does permeate through the rubber over time which means air pressure is recommended to be checked with regularity especially with changes in temperature.

   

  While the vehicle was being serviced a battery test was performed and noted that the battery was operating within an acceptable range, and should be rechecked in the future. We normally pull maintenance history while customers are in for service and it was noted that during previous visits it was brought to the customers attention that there may be a short or wiring issue with the customers vehicle and we would recommend that the vehicle is reviewed by a master tech to determine possible underlying issues. The customer is provided a copy of all the shop notes upon check out.

   

  We are open to a good long-standing relationship with the customer, we feel they did not allow us the ability to assist or rectify any issues by not returning to our shop. If in the event the relationship was damaged beyond repair we would have asked the customer to visit a sister store so we may still assist the customer and address their concerns.

   

  Please contact if additional information is required

   

  Big O Tires and Service

  J. Major

  Store Manager

  Store 004245

  **************************

  *************

  Customer Answer

  Date: 06/11/2024

  I am NOT SATTISFIED with BIG O Tires, They JUST gave me a WHOLE LOTTA TALK-I WIIL & All my FRIENDS will NEVER USE YOUR SHOP!