ComplaintsforBig O Tires

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business caused sidewall damage to my tire which only needed a nail removed from the center of the tire. The company refused to replace my tire free of charge and demanded that I pay for a new tire on 01/19/2024 at or around 12:07 pm. I filed a complaint with TBC Corporate and generated a claim number *******.

  Business response

  01/23/2024

  Hello 

  Please have the guest call the district manager at ********** to get this handled. 

  Thanks 

  Customer response

  01/23/2024

  Spoke to Mr. *********************** (General Manager) by phone *************) on 01/23/2024 we discuss this matter, but no decision has but made at this time. waiting to hear back from ****************.

  Customer response

  01/24/2024

   
  Complaint: 21183840
  
  I am rejecting this response because:
  

  Spoke to Mr. *********************** (General Manager) by phone *************) on 01/23/2024 we discuss this matter, but no decision has but made at this time. waiting to hear back from *****************

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

  Business response

  01/26/2024

  This guest was given a free tire and a refund. 

• Initial Complaint

  12/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We came to Big O with a front passenger tire PSI 25 with a nail as seen in the photo. All other tires were healthy and proper PSI. They also identified the same nail we saw in the front passenger tire and offered to replace it as they said they could not patch it. We agreed. But they did not replace it. Instead they replaced the back passenger tire that was healthy and we were forced to go to another tire shop to get the unhealthy tire replaced.

  Business response

  12/27/2023

  Called the actual guest that brought the vehicle in on Sunday 12/3/2023 ************ and left a message requesting a call back 12/27/2023 10:22am and then the wife that left the complaint ************* and left a message requesting a call back 10/27/2023 10:59am. After pulling the original paperwork and invoice I found the *** (Vehicle Inspection Process) and the original workorder was written up for the passenger rear tire repair. The new replacement was also the passenger rear tire. All indications point to ************ coming in originally to repair the passenger rear tire. ************ came in 21 day later after the replacement of his passenger rear tire stating that we replaced the wrong tire. He came in 12/23/2023 requesting a refund. I will await a return phone call from the guests. 

  Customer response

  12/27/2023

   
  Complaint: 21051834
  
  I am rejecting this response because: i am sorry Im unable to call you back until January 5th as i work out of the country until then. Unfortunately it was not the back rear tire that was faulty. All tires had a PSI of 34 except the front passenger which your tech inspected and confirmed that there was a nail too deep to patch. And it was this tire that caused the *** indicator to light up and had a PSI of 25 upon arrival. Your paperwork also erroneously shows all tires had a PSI of 33 upon arrival and the *** indicator light was not on. 

  im assuming this was a miscommunication between techs. Since the back tire that was replaced was healthy with no damage, we would love that tire back. That could be a non-financial resolution & wed be happy to drop the dispute at that time. 
  

  sorry for the delay in returning to Big ** It was the holidays and we were busy. We kept filling the front tire with air until we were able to make it to Tire Works  

  Thank you for your response  

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

  Business response

  12/28/2023

  Hello,

   

    I am a bit confused as to why we have to wait until the 5th to resolve this issue as I understand ************ is the original consumer and the only person present at time of purchase. I have tried to reach to him with no response. Also, you state that you would be satisfied with the old tire back but have already disputed the credit card charge. That would make this a case of you receiving a product but refusing to pay for that product. I'd like to get this resolved within reason for both yourselves and our company. You can reach me directly at ************.

   

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

  District manager

  Customer response

  01/04/2024

   
  Complaint: 21051834
  
  I am rejecting this response because:
  My husband called you as you wished and left a voicemail describing the incident. Thank you. 
  
  Sincerely,
  
  *******************

  Business response

  01/08/2024

  Please contact me directly at ************ to work on a resolution within reason. 

   

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

  Customer response

  01/09/2024

   
  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,
  
  *******************

  Customer response

  01/16/2024

  ********************* kept insisting on talking over the phone instead of thru this platform. When we finally agreed, he promised to refund our money if we closed the complaint. We closed the complaint and since have been ghosted. He doesnt respond to texts or phone calls. Do not trust this business. 

  Business response

  01/17/2024

  I have spoken to Mr. **** a couple times now. This seems to be a miscommunication between husband and wife. In the beginning of the complaint, the wife who is not the original guest, stated that she has disputed the charge with the credit card company. We are prepared to show the credit card company the original documentation and proof of agreement to pay services rendered to ************. Last I spoke with ************ on 1/4/2024, I did agree to provide him a refund of the cost of the tire for the possible miscommunication providing he obtained documentation from the credit card company of the reversal of the dispute. I have not received any such documentation to date 1/17/2024. ************* statements are untrue and borderline harassment at this point. If such manner continues, we as a company may consider legal action to resolve this matter. The matter with ************ is still pending between the actual guest and the company. We are happy to resolve the issue with ************ directly to his satisfaction as he expressed in our last conversation. He stated he will contact his credit card company and reverse the dispute and provide me documentation when complete. I will issue the refund to ************ after he has resolved the dispute with his credit card company. We will not issue a credit/refund to the guest "and" counter a credit card dispute. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Sir/ Mam , I bought 4 tires at Big o Tires on June 2,2023. Bought a 3 year Tire Protection Package ($82.00) . Then found out the right front end tire has a bulge ( tire bubble) on Dec.3 and my son brought the car and demanded a tire replacement. Manager ***** said tire bubbles are not covered and sold my son a tire for $162.98 parts and labor. I went to the store and talked to Mgr.***** and asked her why she charged my son for the replacement tire and was told that tire bubbles are not covered and it's not a manufacturer's workmanship defect. What is then? I explained that my son could've hit a pothole or rough road that can cause the bubble therefore it should be covered under the Tire Protection Package that we bought. She still didn't comply to my request of a refund. She then said she will replace a tire FREE OF CHARGE if that tire bubble happens again. Why can't she do that this time?My complain is that tire is defected and should be replaced by the manufacturer's warranty and or should be covered by the Tire Protection Package (3 years covered) .Using the tire for 6 months only ,paying $82 for protection and being charged for $162.98 is not fair .Enclosed are some informations and Phone numbers that I tried calling and all I hear is " go back to the people where you bought the tire" . All i want is to be treated fairly because I chose to be their customer and for $162 ,they lost a good paying customer. All I need is to be refunded $162.98 to my son ,who is still studying , working part time and that's a lot of money for him. In addition ,I'm the one who paid initially for the four tires , being told that I can pay with a ************ card ,without interest if I pay it within 6 months ,which is a big lie . They charged me interest and just found out after 3 months of paying, So I quickly paid it off last month to avoid more interests. Thank you in advance and I hope this letter finds you in the best of health...Happy Holidays! ***************************

  Business response

  12/06/2023

  After some review, I found that the guest had taken the old tire. I did call ****************** to request that he bring the tire in for further inspection. 12/6/2023 10:22am We are more than happy to reassess the tire for warranty conditions. There are instances that would cause a tire not to be under warranty. We would like to see the old tire to verify. 

   

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

  District Manager

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

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

  Customer response

  12/06/2023

  Problem Occured- 12/04/2023 / Date complained-12/5/2023-Purchase Date-12/04/2023/ ************************************************* Tire Protection Package-$82.00/Disputed Amount-$162.98

  Customer response

  12/06/2023

  The bussiness address is Big O Tires #*****-************************************************************** Tel. # ************

  Attn: Sir/Mam: I don't know how to respond to this  or if my action is needed. I can't find anything to respond or take action to. 

   

   

   

   

  Customer response

  12/28/2023

  Hello there, I only read your message today 12/28/23 . I Don't know why I missed this email. Anyway, I'm gonna give them a call tomorrow and I will let you know what happened to our conversation. Thanks again .....***************************

  Customer response

  12/28/2023

  In addition about my complain is ,I did get the call from somebody on my voice mail sometime around the second week of December , telling me to call him back ,that he's the manager from Big O Tires but he didn't leave a phone number. I decided not to call Big O Tires because I know that the managers there where women. So I waited again for another call or voicemail to get his number, but he didn't call again. *************************** 12/28/23

   

   

   

   

   

   

  Customer response

  12/28/2023

  I have to add my opinion about leaving a message on a voicemail about a complain and not leaving your phone number for the customer to call you back. It's not a sincere goal to fix the complain because not leaving your phone number on a voicemail is unprofessional. Again, inspecting a tire for warranty purposes knowing firsthand that it is a tire bubble ? What about the manufacturer's defect? We have a right to have a quality product in exchange of our hard earned money and they have the duty to replace a product that has a defect or in my case ,a brand new tire worth $160+  that has a life of 6 months.  A 6 months tire . 

  Business response

  12/29/2023

  Hello,

   

    I did call and leave a message requesting a return phone call. If you find this message please contact ********************* District Manager ************ Thank you. 

  Customer response

  01/03/2024

   
  Complaint: 20964732
  
  I am rejecting this response because: I called Mr. ***** somewhere around Dec.28 and I left a message and I didn't have a call back from him after that. They know that a tire bubble is caused either by hitting a curb or a manufacturer's poor quality tire. I just want my money back on the tire purchase made instead of them replacing a poorly made tire,and for them to be responsible of what they are selling. 
  
  Sincerely,
  
  ***************************

  Customer response

  01/03/2024

  To BBB, I called ********************* again today and left a message. I stated in the message that I need a refund because I purchased a Tire Warranty and there is of course the Manufacturer's Warranty , ( Used the tire for only 6months and a tire bubble appeared)  Thanks and Happy Holidays!

  Business response

  01/03/2024

  I spoke with guest today 1/3/2023. As originally written, we are happy to review the tire condition and if it is in warrantable condition. The guest has agreed to bring the tire back as of today. 

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Big O Tires ******************************************************************************** Date of incidnet: 10/14/2023.I came in for a tire repair (had a nail in it within the repairable area of a tire) and after waiting for almost two hours I was later told that the tire was irreparable. That made me feel suspicious since that could have been determined before they took the tire off my car. I took pictures of my tire for documentation when the worker said "We can patch it up but there's no guarantee it will hold." So I agreed, then another worker came out shortly and coerced me to buy a replacement tire instead. I was reluctant to accept the provided solution but since they already took the tire off of my car what else can I do. Later that day I went to a competitor and asked for their opinion and showed them the pictures that I took and they said that "They should've patch that tire up." I was irked and I don't like feeling swindled. My tire was purchased in 2022 so there is a lot of tread as you can see with the pictures provided. I would like a partial refund of $120.00 which is fair considering the unscrupulous business practice the employees employ there and it is possible without the knowledge of the business owner which in this case should get their attention.

  Business response

  10/25/2023

  Hello, my name is **************** the district manager for Big O tires. 

  The guest can reach me at ********** to discuss this and resolve their issue. 

  Thank you. 

  Business response

  11/08/2023

  Hello, the customer called me. He stated that he wanted a refund for half of the amount he paid for the tire. on 10/31/23 he went back to the store and got the refund amount he requested. He also stated that he would close the case. 

  Customer response

  11/08/2023

  Greetings,

  **************** has made reparations and this issue has been resolved. Please close this case. 

   

  Regards,

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

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went into Big O Tires **** *************** **, ** on 8/09/2023 with flat tire & spare on driver side front that *** had replace for me on drive home from ****. The flat was in the spare compartment, where the *** man had put it. Big O people told me I would need to buy four new tires, I said I couldnt afford it & would buy two new tires. Put new tires on front, move one to back & other one under the car in spare compartment. They charged me $739.67 charged me for two tire disposal fees. Of course I never checked under the car when I left there to see if I had a spare. Until 9/012023 I had a flat *** called *** out & when he went to get my spare out there wasnt one. Now they are telling me they never went under my car the day I had it in for ************** have film showing they didnt take the spare out. So they are washing there hands of me. I dont care about the tire because it was flat, but they stole my ****** regular size **** *** think they should make good on it.

  Business response

  09/19/2023

  Hello 

  My name is ***** the District Manager.

  please give me a call to get this resolved. 
  **********

  I will look into this as well and check the cameras to see what happened. 

  Customer response

  09/24/2023

  I am waiting for ***** ************** Mgr to look into the matter & get back to me in 48 hours. 

  Business response

  09/25/2023

  on 09/25/23 I spoke to both the daughter and mom at 10:50am. we will replace the spare wheel for the guest as stated in her compliant. 

  Thank you. 

  Customer response

  09/25/2023

  I will accept their offer & take the ******  regular size rim, & thank them for their honesty. The District Manager was very helpful. 

  Customer response

  09/25/2023

   
  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.

  I will accept their offer & take the ******  regular size rim, & thank them for their honesty. The District Manager was very helpful. 

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

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told that the service on my car would take a couple hours and it instead took 5 days. When I was without my car I spent nearly 300 dollars on Uber rides. When I told the store I was told that I should be charged more in labor fees instead of receiving an apology or any compensation.

  Business response

  09/25/2023

  Hello this was handled outside of BBB. please see below. 

  Does the customer consider this report closed?        : Yes
  Resolution Process                                       :Apology/explanation
  Will the guest return to Big O Tires?                 : Definitely will return
  How was the incident resolved: 
  Called ****************** at 8:20am 9/15/23 apologized for the untimeliness of the repair.  Offered him a free oil change. States he will be back for further service
  Status                                               : CLOSED
  District Manager                                      : *****************
  Customer Name                                         :***************************
  Store No                                              :028894
  Incident Type                                         :Complaint
  Date Updated                                          :09/15/2023
  Time Updated                                          :11:31 AM

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 16, 2023, at 7:43am, I dropped my car off at Big O Tires to have my fuel pump replaced. My initial quote was just for the one pump, but I was called and "highly encouraged" to have the transfer pump replaced as well. Both parts had already been replaced in March, but again, I was highly encouraged to have both replaced again. Car was picked up at 3:20pm. I left, put gas in the car and then went home. By 6:00pm, my car was leaking gas profusely. I parked the car back at Big O Tires and left it over night so that the leak would not cause damage to myself or neighbors (in case some dropped a cigarette and set the gas on fire). When I went back the next morning, June 17, 2023, at 7:30am, the manager told me I probably caused the leak by putting too much gas in the car. I asked who would reimburse me for the gas I am losing and he refused to answer the question. By 12:14pm that day I received a call telling me my car was ready. When I picked it up, I was told the pump was not securely installed and this is what caused the leak. Then I was told they would have someone call about reimbursing me for the gas I lost. I am attaching the letter I sent to my credit card company disputing the charge for the service I received, nonchalant attitude of the manager I was dealing with, the receipts from Big O tires, as well as pictures showing the leak after the initial repair done on 6/16/23. I am not disputing the work being done but the service was deplorable and they put my life in danger with something so dangerous and flammable leaking from my car. I would hate to think of what could have happened if my car had caught on fire with me or my family in it due to such carelessness.

  Business response

  09/11/2023

  We have tried to reach out to this guest several times and she told us to deal with her credit card company and not to call her anymore. the credit card company request information on this which we supported and send to them. the credit card company agree with us and give us our money back that she tried to dispute. 

  ************ may still reach out us if she wishes to discuses to any further by calling. 

  **************** ********** 

  Thank You 

  Customer response

  09/15/2023

  Good morning.  

  I was able to speak with ****************, and we were able to come to a reasonable agreement on refunding the cost of labor.  I appreciate the help in this matter and I am glad this has been resolved.

   

  Thank you, 

   

  ******************** 

  Customer response

  09/18/2023

   
  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.

  Good morning.  

  I was able to speak with ****************, and we were able to come to a reasonable agreement on refunding the cost of labor.  I appreciate the help in this matter and I am glad this has been resolved.

   

  Thank you, 

   

  ******************** 

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

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7-15-23 I took vehicle to Big-O Tires at 787 **************** in *********, ** to repair a new windshield washer water pump which a different business had installed incorrectly. I waited 4 hours before store manager ******************* and *********************** told me how bad the other business had damaged my vehicle in the pump area, at one point stating that a clamp was broken. Neither employee allowed me to see the damage or documented the damage on the receipt. ******** worked on vehicle less than 30 minutes and charged me $219.96 to place unnecessary zip ties on the pump, according to VW dealership rep who assisted me. There was no damage to vehicle and the only non VW parts inside were the zip ties. I filed complaints with Big-O (#****** and ******). Was contacted by district manager **** on 8-7-23 who stated that he had viewed store camera footage and agreed to refund half of my charges based on the footage. **** stated that he submitted the request for refund on 8-7-23 but corporate (Representative *****) has no record of a refund (I find it odd that if the store is independently owned and operated why would corporate need to issue a check). Have not received refund as of 8-30-23

  Customer response

  08/31/2023

  I forgot to include the District Manager's phone number in the complaint. All I know is his name is **** and he called me from *************. Also please note that most of the details in the complaints submitted online to Big-O are in complaint#******. I notice that Big-O closed that complaint and only refers to complaint #******, which was actually a response to their email. Please consider this additional information. Thank you.

  Business response

  08/31/2023

  I have spoken to this guest several times and told him the situation and how it would be handled. Hes yet to understand that this is a franchise locally owned and has nothing to do with the complaint line that he is calling in on. I called him twice to notify him about the half payment of the labor that he is disputing. We would no longer send a check. He must pick it up at our corporate office if you wouldve answered his phone, he wouldve known this. Furthermore, per the document that he sent after he left one of our stores and went to a dealership, the dealership confirm that we fix the problem at hand. He just refuses to pay our labor rate of ****** per hour plus tax so to appease him I cut it in half. 

  also, this guest has my direct line can has called before and can still do so. 

  Thank you. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi i just want to know if anything can be done i went to Big O tires auto shop and paid for a service and was told another service needed to be done i refused the second service and only paid for the service i went in for which was brake fluid flush and was told i needed a new brake booster when i left my brakes started acting worse so i got a second opinion and mechanic found that my brakes were tampred with and the service i paid for was never done and that my brake booster on my ************************* perfect condition my life was put at risk tampering with my brakes and im so upset this is causing anxiety and depression to me i have attached photos of the fluid that was just removed by the second mechanic that is black showing my brake fluids were never flushed and photos of the tube that was removed causing my brakes to lose the vacuum pressure that could have cause my brakes not to work properly this mechanic is willing to testify if needed

  Business response

  08/07/2023

  Hello BBB,

   

    This guest has provided pics with this complaint. In the file named 20230803_090318.jpeg you will see a *** hose that has been removed from the air intake resonator. In this picture the part under where the hose is to be attached seems to be very clean. Which brings up the question how long it has been truly disconnected. It doesn't seem to be dirty enough to have been disconnected for 2+ months as it would match the same appearance as the parts around it (Dusty). This part has nothing to do with the brake system functionality so safety should have not been an issue.  Also, the guest got the original brake flush performed 5-12-23 in which during the brake flush we bleed brakes from the calipers under the car. There was no reason the *** hose would be removed. There is no way to verify any of Perfect Auto's findings because they tampered with the vehicle prior to the guest bringing it back to the original servicing location. Big O Tires is willing to speak to the guest to come to a resolution. 

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle encountered a flat tire while in *********. I purchased tires and warranties with a Big O in Phoenix. I did not have my paperwork with me and the store which I purchased from was closed. I was charged and paid for a new tire. I was informed that I would request reimbursement from the original store of purchase. I was then informed that there is a website in which BIg O employees can access and view customer information to verify warranty applicability. I was also informed that I was incorrectly charged and that the reimbursement would come from the store that charged me in error. The Big O in ********* is refusing to refund my tire purchase. They were provided the paperwork, from my original purchase, to verify that in fact the tires I purchased had the warranty in place. This is an unnecessary burden to argue and waste time over and I am very disappointed with my service.

  Business response

  04/20/2023

  Hello 

  This is **************** the District Manager for the ********* Group. I called and left you a voicemail to send me both invoice form each ************** so i can verify your complaint.

  Once i get both invoices from I will make a decision what to do. 

  you can also contact me at **********

  Thank You. 

   

  Customer response

  05/01/2023

   
  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.
  
  **********************************************************

*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. ↩