Big O Tires #4191

I am ok with this outcome. I spoke to big I tire today and we agreed on 600.00 payment for all work and the used engine .
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I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

We stand behind our work performed, we did not "mis diagnose" the repairs we performed. Mass air flow sensor indeed fixed a problem in the vehicles system. We run diagnostics and had the conclussion of a bad mass air flow sensor, in that same diagnostic there was another code stored in the system, we did not upsell or charge for any further items on that situation because it could have been related to the first problem. we started with obvious problem and cleared any stored codes in the computer, instead of costing the customer more money out of pocket we tried to save that customer the money in the case it was a faulty code. when the customer came back days later the system had a code not present during the first diagnostic, we looked at it no charge to the customer and after the diagnostic we found a bad fuel pump, we also found a technical service bulletin saying that it is under a recall and that it would be replaced for no charge to the customer. We also did that out of good faith because it is not our responsibility to see if a customer has a warranty situation with manufacturer. We have offered a refund for the customer on the part we replaced that did fix a problem but we will refund for customer satisfaction. any other work that was performed was done and is working properly. diagnostic and maintenance was done and is ok.

The block test we did failed with the manager watching it, it was done twice to verify. This is a common tool of the industry and it is what we based our recomendation off of.

[redacted] the store manager reached out to the customer and offered to have her bring the vehicle by, so we can find a resolution and to date she has not called back nor showed up, will update after customer shows up.

The business has contacted me, however, they did not ask me to bring the vehicle...

back. He did ask what he could do to make me want to be a customer again, and I said I would think it over and get back to him.

First of all I the store manager never said we left anything on, the customer claims we left his key or blower on. We had to order in a special part for this vehicle and it was told to the customer his vehicle would not be done until late afternoon. we did not have his vehicle in the shop while we...

waited for the part to arrive. When the part arrived we worked on his car for approximately one hour, when we went to start his vehicle it would start, we put a jumper box on it to get it started. we informed the customer he may need a battery replacement. The customer had just recently purchased this vehicle within the last month, I asked the customer if he knows how old the battery is in the vehicle and he has no idea. [redacted] is very hot and batteries can die at any time, it also takes alot more than leaving a key on or a blower to kill a good battery. In this case we did not leave anything on in his vehicle, the car just simply has a weak battery that is due for replacement. We have offered to sell him a battery at our cost of the part. We will not give a free battery due to the fact that we are not at fault for his weak battery dying. We will even install the new battery at no charge.

When I arrived at Big O, I asked to have my car fixed, not "codes removed".  All symptoms were present again before I even got home from the store, at which time I returned immediately to the store to report.  in addition, the part that was replaced has the same symptoms as the part that was replaced at the dealer that ACTUALLY FIXED THE PROBLEM.  I understand that they attempted to address the symptoms that my vehicle was showing, however that does not change the fact that they misdiagnosed the problem and then charged me for it. The response is personal in nature when it is stated that I "did't seem to care".  I could share a lot of feedback on how I feel the manager conducted himself during our conversations, however I don't find it pertinent to this process.

Regards,

The business has contacted me, however, they did not ask me to bring the vehicle back. He did ask what he could do to make me want to be a customer again, and I said I would think it over and get back to him.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This is why I am dissatisfied.  I did receive the paperwork from Big O.  It stated that I need an engine/heads failed block test, heater hoses (cracked and leaking) and radiator hoses.  Not driveable.  I had a local mechanic come out on Sunday (the day after Big O looked at the car) and he replaced the heater hose as that was the only one leaking, spark plugs and coil kit.  I paid a total of $405 for all of that including labor.  Once complete, he ran an additional block test that passed with flying colors.  My engine is in perfect condition and does not need replaced like Big O said.  This shows the dishonesty at this store.  I am very upset with the situation as I was never told when I left with my car that the tech saw steam coming from my car and I drove home with no radiator fluid.  The reason in the store the sales guy told me that the tech said my car was not driveable was because it needs a new engine, nothing about the radiator or car steaming when he drove it.  He then just handed me the keys and paperwork and let me walk out when the tech knew there was no radiator fluid in my car.  I find all of this out after my car overheats on the way home and smellls completely like radiator fluid when I call back up to Big O.  This should have been told to me before I walked out the door that my car was steaming.  There is no way that just happens as it was perfectly fine when dropped off and no radiator fluid smell at all in my car.  To prove they did indeed give me paperwork, I have attached it.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

My husband ([redacted]) did stop in at Big O Tires and the manager did indeed provide a response however, that response did not constitute an agreement of what we believe to be resolved.  At the end of the day, the additional hoses that were deemed "deteriorated" by Big O Tires did not deteriorate in two months; in other words when Big O Tires supposedly assessed and then fixed the original problem, the issues with the additional hoses were not brought to our attention.  Had that been the case, we would not have fixed the vehicle and paid the original ~$600.  As a consumer, who by the way, have spend lots of money at Big O Tires in the past, we feel like they assessed part of the problem only (intentional or unintentional, as it were).  If Big O Tires is saying that they were unaware of the additional hoses that (were deteriorated, their words), I am led to believe that they are not competitent or if they fixed only part of the problem and knew additional business would be forth coming that is unacceptable.  In either event, Big O Tires' response was unacceptable.

Regards,

Mr. [redacted] vehicle was damaged and we did ask him to take it to our body shop and he did not, we did however agree to pay for the body shop bill which you can see the bill and the cashed checks from the body shop attached. I dealt with [redacted] from [redacted] insurance and we paid for everything we...

agreed to pay for. Mr. [redacted] vehicle was ready on a specific date and he did not pick it up on that date and kept his rental for longer than necessary, [redacted] from [redacted] agreed that we would only pay for the rental up until the time the vehicle was ready and we did so.There is nothing further we can or will do for Mr. [redacted].thank you

I have reached out to the customer and have assured our warranty program, he will be taking his vehicle to a local BigO on his spare time in his schedule. I assured that if parts needed to be replaced it would be covered under warranty and we will do what necessary to make the vehicle normal. This...

is all that was asked from Bigo and we will stand behind that

Steve was rude as a manager he should have better customer service skills, especially if the customer is in front and he is talking about them do it in private not in front of others if at all.

This vehicle was brought in for a diagnostic due to the vehicle running rough, the technician took the vehicle for a test drive and noted steam coming from the engine compartment, he than proceeded to run his diagnostics to include hooking up the scanner and doing a block test, due to the steam he...

witnessed during the test drive.

The results from these tests showed the vehicle to have no compression on the one cylinder and the block test showed that the vehicle had an internal leak of coolant, typically caused by a major overheat of the engine. The vehicle was not driven by our technician at any length of time or distance to cause this type of failure.

We made our recommendations for repairing the vehicle and the customer was upset with what we had found. We did not charge the customer for our time and we recommended to the customer to have the vehicle towed from the facility if he was not going to have us perform the necessary repairs, the customer left prior to allowing us to give him the finalized paperwork.

We can't help the customer if they do not bring the vehicle back to the shop, the customer needs to contact [redacted] and schedule a time to bring the vehicle back.

The owner contacted the customer and we purchased a new dipstick, customer was satisfied with the resolution.

Review: we took our 2010 Camaro to Big O for brakes and an oil change we were told by a Big O employee that we needed 2 tires right away that he said we could not drive on the tires another day when we said we were going to wait until the following week. They kept our vehicle overnight to make sure all the repairs and tires were done. They called and let us know that only the front brakes needed done. The next day they called and said the vehicle was done, we went and picked up the car and paid for it and went home. My husband works out of town and went to leave that evening and noticed that the old tires were still on the car, he went back to Big O and asked what happened to the new tires and was told they were not in stock and they would be at the store the following day, when asked why we were not told that they were not put on they said they didn't know why. Since my husband had to leave that night the tires did not get put on till the next weekend. We complained to the sales guy and he said we would be compensated somehow. That week we noticed the brakes were still squealing. When we went back to get the tires they acted like they didn't know what we were talking about, they kept our vehicle over night again and when I called to check on it I was told they were waiting on the tires to come in again. I called and complained to there corporate office I was told I would be contacted but never was so then I did a complaint over email and still have not been contacted. We paid over $600.00 and had to go to there store 5 times and leave our vehicle two weekends in a row. at this point we are not even sure if they changed the breaks or oil or just charged us and did nothing.Desired Settlement: We would like some sort of compensation for our time and troubles and for not having our car for 2 weekends we would also like them to pay for a different shop to check the car out to make sure they did do what they were supposed to do, since the brakes are still squealing.

Business

Response:

I have reached out to the customer and have assured our warranty program, he will be taking his vehicle to a local BigO on his spare time in his schedule. I assured that if parts needed to be replaced it would be covered under warranty and we will do what necessary to make the vehicle normal. This is all that was asked from Bigo and we will stand behind that

I’m not sure whether other folks have had horrible experiences with Big O Tires right here in Maricopa. After ordering a set of four tires on Tuesday, confirming their delivery on Wednesday. Taking the day off from work and arriving at 1pm on Thursday and re-confirmed the order, we waited one hour and twenty minutes only to be told they didn’t have the tires. Opps. “We’ll have the tires later this afternoon”, they said.

Called at 5:20pm, they said “the car will be ready at 6pm”. We’ll, guess what? They didn’t even have the tires then. This is now three instances of not telling the truth. Absolutely no return phone calls mentioning that they were having problems…. Nothing. They did say that at 5:45pm their delivery person had an automobile accident… but why would they even tell us the car would be ready at 6pm. The tires were not even at their shop!

Since the replacement tires were not even at the shop at 6pm, we told the counter person to put our old tires back on the car so I could return to work the next day. We’ll, the counter person sort of “blew up”. Blaming us for not waiting just a few more minutes and blaming us for not being more compassionate regarding the delivery person’s accident. I guess the two previous confirmations that the tires were in stock didn’t count. Once we asked for our old tires to be put back on, the counter representative wouldn’t even talk with us. I guess we were just bad customers. The Big O Tire folks couldn’t care less they lost a good paying customer.

Perhaps this is an isolated instance, but according to the Revdex.com it doesn’t even appear that this local Maricopa shop has a favorable rating. I should have checked that first. Opps.

Oh, well…. So much for shopping local. I certainly hope other folks have had better experiences with them. Off to [redacted] or [redacted] we go.

Always very positive results.Friendly staff & gets to the point of what your vehicle needs.

I will never go to this Big-O again.

I brought my car to get the a/c hoses replaced. They told me I also needed to recharge. I paid almost $600, which I knew was a bit more than most places but hey, I should support a small town business.

I dropped off my car and when I picked it up, I smell gas. My car was in the shop so I thought it was just residue. The smell didn't go away, it just got worse.

I took it back and explained the issue and that it started after they worked on it. They said they would look at it. Then several hours later, they tell me my gas tank is leaking and I need a new gas pump. Oh, and that will cost me $100.

I asked why I wasn't informed of the cost and was told by an employee that they didn't have to tell me. Apparently, they think they have the right to do what they want to my car and charge me what they think.

It seems like they intentionally planted a mechanical issue that would compound into costly repairs. What a way to guarantee future business... Very unethical.