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:04/13/2024

  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.

  I had a previous problem that they resolved with me. So I took my car in to have a new oil pan replace. It was the last Saturday in March 2024 I went in and had it replaced. They picked me up to pay. I got my invoice and went out to my car to leave. A young kid gave me my keys. I got a half a block down the road and notice my door wasn't closing and there was a gap and air was coming in. I called them they told me to bring it back. I thought it might be the lock so when I got there I was looking at that and then I looked up and my whole corner of my door at the top was bent like a taco. The kid had to have known what he had done and he was hoping that I wouldn't notice. So **** told me to bring my car back that they would take care of it. So the next week I left my car the whole day they gave me a ride to work and back. Told me it was going to take 2 days to fix and they had to order the paint. I was told I should get a hold of **** the district manager. Which I did 4/11/2024 I left a message telling him I didn't want to be without my car for 2 days and I would like to have a rental car when they fixed it. When I had the first problem **** called me right away. No call back so I phoned in a formal complaint. 4/12/2024 I called the store early in the morning and spoke with ***** the manager. He told me they really dropped the ball with this and that **** was in the store he would call me right back. I waited for a call back till later in the afternoon. I called the store ***** answered, told me give him a minute I'm on the other phone let me switch phones. I was put on hold and then hung up on. I didn't know if I did it or he did it so I called back. He told me he was busy with the customer and put me on hold and left me there. So needless to say by this time I'm very angry and upset and feeling ignored. So I called in another complaint. I just want my door to look the way it did when I drove in there. They are now ignoring me and I do not have any other recourse than to do this. I was very nice about this where I could have been very angry when I saw what they did to my door and let me drive away like that. I know accidents happen but this is negligence on the store and their employees for letting me get in my car and drive it hoping I wouldn't notice. I'm still waiting to hear from them. I'm hoping that you can get this resolved for me because I am so stressed out from dealing with this.

  

  Business Response

  Date: 04/22/2024

  The district manager has been working with the customer to resolve this issue and have the door repaired.

• Initial Complaint

  Date:09/09/2022

  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 called to have a warranty exchange on my tire, they refused to order the tire until they inspected it, even after I told them the tire separated. Of course when I show up they tell me your tire is non repairable and we will have to order it. It will be in tomorrow, have a nice day and they handed me my keys. I asked, your just going to let me leave and drive 40 miles home on a separated tire? Youre not going to put on my spare for me? They eventually did. I drove eighty miles round trip on my spare tire back to them the next day to get my new tire installed. It took them over two hours and just threw the spare behind the third row unsecured. I asked, did you inspected the rest of the tires and they replied yes they all look good. Less than a week later I noticed another tire going bad. I reach out to them right when they opened and explained my bad experience I had with them the first time. They said they would order a new tire right away and it would be in by 4:00pm. I showed up at 3:45 and they took my keys. I asked them to call me if there was an issue or when it is done. At about 5:45 I hadnt heard a thing so I called them and asked if they were done with my car? They replied, the tire never showed up! The shop closes at 6:00 and once again I am told, here are your keys. Not even an offer to put spare tire on. After I asked them if they wanted me to drive home on my unsafe tire, they put it on. I returned today again after driving 80 miles on the spare, and got my tire changed in a somewhat timely manner but definitely no records were broke! Paid for the service even though they said they would work something out because of the prior terrible service experience. I figured I better do a walk around before leaving and I didnt see my spare, so I figured maybe they actually put it back in its spot. Nope, no spare tire at all! I walked back in and let the manager **** know how dissatisfied I was, but I was so unhappy I couldnt even find the words.

  

  Business Response

  Date: 09/13/2022

  **** purchased tires at our San Tan location in December of 2019.  **** came in to the mesa Big O Tires location on 9/1/22 to have a tire issue checked.  **** was told at that time that all of his tires needed to be replaced due to they were worn out.  At that time **** only replaced one tire which was under warranty.  On September 8th **** called and said he had another issue with a tire.  LJ ordered a tire for him.  The tire showed up after 6:00pm and the store closes at 6pm.  **** was at the store at that time and was told we could mount the tire in 10 min.  **** elected not to get the tire installed at that day.  **** returned the next day in the afternoon.  **** and ** helped **** at check him  in and was able to get his tire installed very quickly.  **** paid $59.14 for the installation and new road hazard of the tire. The tire was no charge since it was under warranty.  Big O team **** did our best to help **** in everyway even though **** verbally humiliated and demeaned the sales staff.