ComplaintsforBig O Tires Evergreen

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was having vibration issues while braking downhill on I - 70. I stopped at Big O Evergreen ** for an inspection. They recommended $1700 worth of work and parts to correct the issue. While having routine maintenance ( tires balanced and rotated) one of the ball joints that ***************************** and his crew replaced at Big O let loose and the whole right side of the wheel and tire assembly gave, and the car crashed to the ground - when Big O reassembled my car they stripped a bolt that is critical in holding the suspension of the car together. I called Big O to complain after ***************** explained that a bolt had been stripped upon reassembly at Big O, this caused the car to crash to the ground. *****, *****************************, paid ***************** in *******, ** to repair my car. ***************** did put my car back together, but did not replace the parts that were damaged - they were instructed by Big O to reuse the damaged parts. Days after the repair failed. My car had a vibration when going up a hill under acceleration that was very disturbing. I called ***************** and he said that Big O in **********, ** could fix my car under Big O warranty. There are no Big O locations in *******, **, and ********** is about 45 min away from *******. I took the car to ********** Big O and they assessed the damage. When the service advisor called ***************************** to report the issues they detected, ***************** could not be reached. I was 45 min from my house and ******* was playing hard to reach, so I returned to *******, **. ***************** contends that Big O did nothing wrong. He states that he no longer has any liability.My car has been damaged because of Big O's negligence. The bolt that was stripped by Big O in ********** ** could have caused serious damages to myself or others if that failed bolt would have let loose at highway speeds on a crowded interstate or city street.

  

  Business response

  01/31/2024

  On June 17, 2021, ****************** brought his Malibu into our store for a reported pulsation when braking.  We inspected the vehicle and determined it needed the front brake rotors resurfaced, outer tie rod ends replaced, both front lower control arms with ball joints replaced, an alignment, new wiper blades and an Air Conditioning Evac and Recharge.  ******************** agreed to this work we completed the work the following day.  The vehicle had ******* miles on it.
  
  In Mid-May 2023 (23 months later), ****************** had his vehicle at a Discount Tire in ******* ***** having some tire maintenance performed.  While the vehicle was at Discount Tire, ******************** reported that the ball joint on the vehicle fell apart as they were taking it off the rack and he was going to have it towed to *****************, a nearby mechanic shop.  ***************** inspected the vehicle and said that one of the lower control arm bolts on the passenger side of the vehicle was stripped and the CV axle boot needed to be put back on.  The job would require a CV axle boot kit and was mostly a labor job, and they had lower control arm bolts in stock.  We authorized the repair and covered the cost of the repairs.  The vehicle had ******* miles.
  
  On June ************************ contacted us and said he was still having issues with the vehicle and took it back to ****** Tire for inspection.  ****** tire determined that the CV axle should have been changed.  We spoke with a manager at ****** tire and asked if there were any other issues they could see and they said no, so we authorized the replacement of the CV axle.  
  
  On June 7th ****************** spoke with me to let me know that a representative from Discount Tire would be contacting me as he believed that Discount Tire ******-liability on this issue. 
  
  Over the next few conversations we had, it came to our attention that the lower control arm failed when the vehicle was being driven off of the lift at Discount Tire.  According to ******************, when Discount Tire began to drive the vehicle off of the lift the car fell and they continued to hammer on the car to try to drive it off of the lift.  ****************** asked them to stop and they looked at the vehicle and found that the lower control arm had fallen down and driven the wheel into the firewall.  In ****************** words, Discount tire slammed the car back together, drove it into the parking lot so it could be towed away.  He stated at this time that the CV axle had not been replaced yet as other problems had since come up.  He wanted to take the car to an independent shop to have it inspected.
  
  The fact that the vehicle was improperly removed from the lift at discount tire, that the lower control arm was damaged during this process and was put back together by Discount Tire was all new information to us.  
  
  On June 9th, ****************** texted me saying that he was going to have the vehicle inspected at a nearby Big O Tires.  I told him that would be a good idea because if there were any issues, that Big O would be in our warranty network and make the process easier.
  
  On June 10th, ****************** told me that the Big O in ********** **, about 40 miles from *******, said that a radiator clamp was causing the vibration issues and that he should not drive the vehicle and should have it towed to a transmission shop for inspection.  He then drove the vehicle back to ******* to have it inspected by Aamco.  Looking back at phone records, the Big O Tires in ********** did call our store to speak with me, but at the time I was not in the store and out of town and did not receive this message.
  
  ****************** told me that the Aamco in ******* inspected the vehicle and said that all it needed was a CV axle and he had already authorized the work to be done.  I let him know that depending on the price, we would cover it.  I spoke to the Aamco representative and they said that the axle was all that was needed and we paid the bill the following day.
  
  On June 14th, ****************** called and told me that there were still more issues with the vehicle.  I let ****************** know that there were so many shops, technicians and issues involved that I was going to submit a claim with my insurance company to let them take this over.  
  
  On June 16th, ****************** and I had a conversation where ****************** went over the timeline of the vehicle again and re-confirmed that the Discount Tire had issues getting the vehicle off of their lift and the damage to the control arm occurred at that time.  As I had the number for the *********************** representative I called him to see if he needed any information from me to review the claim that ****************** had filed with them.
  
  On June 19th, I tried calling ****************** and he did not answer so I sent him a text saying that based on the information we have at this time,  the ball is in their court as to what the next steps are.  ****************** replied asking if we were going to file with our insurance and I told him we already had and he should hear from my insurance shortly.
  
  After this the insurance companies began their process.  Discount Tires insurance company denied the claim on June 19th .  My insurance company reviewed the information, spoke to all the shops involved and ultimately denied the claim on July 5th.  
  
  On October 19th, we received a letter from the ***************** ********** of ******************* letter stated that ****************** had filed a consumer complaint and they asked that I respond to it.  The complaint alleged that we improperly installed a part as determined by a certified mechanic and that the damage that resulted from this were more than the vehicle was worth.  The desired resolution was $6,500.  After we responded to the Complaint, ****************** responded saying that ***** had installed the incorrect CV axle and detailed how those incorrect parts were causing vibration issues on the vehicle and he was working with them on a resolution.  Based on this information we replied that we considered the matter closed.  After this response, the ************************** replied saying that they appreciated us helping them better understand the situation.  They have not reached back out since.  
  
  Based on all of this information, our position is that despite it being approximately two (2) years and over ****** miles after we performed service on the complainants **** vehicle, without requiring any independent investigation, as a customer service decision, I authorized and paid for additional repairs to the vehicle from an out of state repair shop, given what I believed were a minor amount of repairs. Subsequently, when the complainant alleged additional and substantial repairs due to faulty workmanship, I referred the matter to my insurance carrier, who, to my understanding, investigated the claim, and denied any liability.

  Customer response

  02/01/2024

  These pictures are of the bolt ********* crew stripped and a picture of the ball joint and groove on the ball joint stud that cut a wedge into the failed bolt as my car traversed 10k miles until the bolt  finally gave out at Discount Tire. Please note the groove cut into the ball joint stud at the factory that is meant to for the bolt sit in to act as a retainer to hold together the suspension - this bolt is a vital component.. But the bolt could not do its job because it could not hold its grip. The bolt has been stripped by Big O Evergreen ***

  Customer response

  02/02/2024

   
  **mplaint: 21208435
  
  I am rejecting this response because:

  
  Dear *****************, you appear to be a leader in your community. You took over the Big O shop from your father years ago, and I am sure you would hang around the shop with Dad and the employees before you took over the family business. You know cars well, and you are no stranger to shop operations. You are well versed in denying liability and feign that you are a virtuous person to maintain a professional appearance in your community.
  We all have come to understand that risk managers (aka insurance adjusters) whether independent or corporate rarely have the intention to settle a claim when it is first presented. They gather information, and deny the claim as a first step in prolonging/denying due compensation to the injured party. We all know how despicably claim adjusters and business owners behave when a claim is filed against a business. 
  
  This was brought to the attention of The ******** ************************** You very well know that the Attorney General works for the State, not any citizen in particular.. They offer services similar to BBB. They have no enforcement ability, that is reserved for the courts. 

  AS of now the Attorney General has information about your company and your business practices, I am sure you are on a watch list. When enough people have complained about your business practices, you will be thoroughly investigated the Attorney General - that is how it works.  You were in No Way cleared by the ******** Attorney General!
  
  In May 2021 before my trip to ********** via ******** my car was taken to a local garage for an oil change and State Inspection. The car was driven into the service bay that has a trench where the mechanics change the oil and grease the undercarriage of the car. Also the State Inspector walks under the car and inspects key components of the undercarriage to ensure safety -  steering components, tires, brakes, muffler etc... He then drove the car and assured the BRAKES, STEERING, all the lights, WINDSHIELD WIPERS and other components of the car were working properly. My car passed inspection. This business has records for my car as they have performed maintenance and inspection on the vehicle for years.
  
  I was surprised to learn that Big O in Evergreen ** found that my car had so many things wrong with it. I was given a long list of  items that my car supposedly needed by ********* crew. It has been reported that this particular Big O is known for telling customers that they need parts that have already been replaced or that are known to be in proper working order - running up the bill. I believe that I was exploited by Big O, I most likely did not need to have the control arms/ball joints.changed. nor windshield wipers added to the cost. When I asked for the old parts back from ********* crew, the used parts were not to be found.
  Big O in Evergreen ** has been accused by customers of over torquing wheel lug nuts and breaking off wheel studs. In this same complaint the complainant said the lug nuts on his vehicle had been stripped, and the lug nuts not being able to hold  torque because they had been stripped, caused the tires and wheels to almost come off.
  Big O Evergreen has also been accused of retaliation against a customer. He felt that when he let ********* crew know how he felt about Big O's shoddy work, Big O may have sabotaged his vehicle by letting the air out of the tires. The customer claimed that he checked the air pressure just before going to Big O.

  
  ***************** my car never fell off of anything as far as I know at Discount Tire, I had the car in my sight all the time. I sat in front of the viewing window at the shop and watched as Discount Tire worked on my car. When Discount Tire finished the maintenance, the technician tried to deliver the car to me at the Discount Tire waiting area. The car was then returned to the service bay because Discount Tire had not filled the tires to the requested PSI. The car was driven into the service bay again, it was not lifted up, they simply reduced the psi in the tires and tried to deliver the car to me. I was watching this from the service bay door. That is when the failed bolt that ******* and his crew stripped gave out and the car crashed (FELL) to the ground.
  *****************, you authorized  ***************** to repair my car reusing damaged parts, knowing that the parts involved at ********************* bay where definitely stressed and probably damaged due to your mechanic's negligence where he over torqued (stripping the threads causing the failed bolt to lose its grip) the bolt holds up the suspension. Your mechanic did not use a torque wrench (which measures how much force/torque is being applied to the nut when tightening) when installing the control arm/ball joint, he more than likely used an air wrench or electric wrench and damaged said bolt. You clearly understood the car fell (crashed) to the ground, and the weight of the car fell upon the suspension components. You are a seasoned owner, why did you reuse damaged parts to repair my car to save a few dollars?
  
  My car had a serious vibration issue because of the damaged reused parts that ******* approved at ****** Tire. The vibration after visiting ***************** was violent and more disturbing than that of when I visited your shop in Evergreen.
  
  I took my car to Big O Tires in ********** for warranty work as you said. After a 20 min test drive and thorough inspection, the Big O mechanic said that my car needed a FACTORY CV AXLE and a complete brake job to include brake pads and new disc brake rotors. I was also warned by the service advisor and store manager that my car should not be driven until repaired.  I was also warned by the mechanic in ********** that someone had been "playing around" with the bolt that connects the steering wheel shaft to the rack and pinion steering input causing vibration and steering issues. That statement along with the stripped bolt you caused is very concerning as your mechanic did not say anything about the rack and pinion input bolt being loose... The mechanic at Big O ********** tightened the above-mentioned bolt before I returned to *******. 
  You were very aware that I did not have transportation to return to *******, and were aware that I would be in ********** Big O getting my car assessed and repaired on June 10th.  When Big O ********** tried to call you for warranty authorization you were nowhere to be found. I returned to ******* and nearly had an accident when I went into a hard braking situation as a tire on an 18 ******* exploded as I was traveling just behind it on the interstate. I had to go into an emergency maneuver and hard braking scenario. The car vibrated wildly from the passenger side making steering very difficult and the brakes also vibrated wildly as when I first took my car into Big O in Evergreen **.
  
  ***************** your recollection of the events is not at all as I recall them. I believe you have concocted a story to justify your mechanic's negligence thereby skirting your liability. You also authorized ***************** to use damaged parts to repair my car making an already bad situation worse for me - that was a miserly act.
  Your response is moot. 
  You are liable!
  
  
  Sincerely,
  
  ***************************

  PS I have included pictures of the damaged bolt that was stripped, and the bolt taken from the opposite side that has no damage.
  

• Initial Complaint

  07/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The technician at this location cut off my rack & pinion boot after I specifically asked them not too. I told the technician exactly what he needed to do to access the area that I personally fixed myself, and he left my car vulnerable and my new parts exposed anyway. Instead of replacing the part that they cut off on purpose, they refused to fix it unless I paid them extra. They also did not reset my tire pressure sensors, and then tried to tell me that they were bad and I needed them to be replaced. They did not need to be replaced and are working perfectly after being reset. These people are crooks and a cheating people out of money they don’t need to be spending.

  

  Business response

  07/09/2021

  Our store manager Chris met with the guest and apologized for the poor experience with our service of their tire pressure sensors and miscommunication regarding the boots.  We refunded the customer $100 and asked if there was anything else they needed to please reach out to Chris. 

• Initial Complaint

  06/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  came back for brakes last week. They talked me into upgrading my rotors. So I spent $750 on new “ultra duty” rotors. ONE WEEK LATER I’m back with vibrations. “Sorry no warranties.” ONE WEEK!! Mistakes are one thing, fraud is another. I’m not sure I ever even got new rotors that I paid for. I think they just machined my old ones and charged me for new.

  

  Business response

  07/05/2021

  Our store manager Chris ******* reached out to Mr. ******* and spoke to him regarding the work.  We offered to re-inspect the work that was performed and warranty out the brake parts that were installed with OEM factory brake parts.  Mr. ******* accepted and we completed the work for him.

  Customer response

  07/05/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩