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:03/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In Sept 2023 I had my 2011 **** Escape serviced with Big O for 4 new ****************************** 2 ball joints/control arms replaced. Directly after this work,my *** as well as 2 traction control lights turned on.I went back to the shop to see if maybe something was wrong with the work as these lights have never been on prior.Big O reassured me nothing was wrong and everything was installed correctly ; the *** wire was likely accidentally moved while installing ball joint/control arm. I asked them to fix it so I didn't see the lights and they let me know it was fine to just leave it like that...so I left. In early Feb. 2024 I went to Big O for a tire rotation and oil change. This took over 3 hours, and I had an appointment. 5 days later my drivers side front tire completely fell off. Luckily for me, it was directly after a stop sign this occurred, for if it did while actively driving, it would've been very dangerous. I called Big O before calling my car insurance. They suspiciously, offered to send a tow truck on them, even though my car insurance would have covered a tow. Why would they let money drain from their pockets unless they knew something they did was wrong? After Big O took a look at my car they let me know the ball joint was faulty.I took the photos from the scene and reached out to some car friends who explicitly let me know Big O is 100% at fault, and they know it. I told this to Big O, who said they would fix the work free of charge.They would not agree to have a different tech work on it, or have a supervisor on it. Reluctantly I let them do the work whilst letting them know they will pay for a second opinion, which they did.The second opinion shop listed many problems due to their bad work Big O had denied when I addressed them.When telling Big O this, they said they had to fix all the work the second shop found, I fought for them to not touch my car again and pay for the fix elsewhere, they did. Yes, they paid for it.Regardless someone in that shop needs fired.

  

  Business Response

  Date: 03/25/2024

  Hello ********,

  We have read your response and understand your frustration with the situation. On top off paying another shop to fix these issues, we are willing to offer a full refund of the service work (lower control arm replacement and wheel alignment) in the amount of $637.23. The amount requested of $1368.42 included tires which will not be refunded as they were not the cause of this issue. 

  Customer Answer

  Date: 03/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************