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:02/03/2024

  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 went to get an alignment on my 2006 ****** 4runner on 1/23/2024 around 3:50pm for the amount of $140.00 and change. As I was leaving after paying the for the service, I noticed on my headliner a stain of grease, I return to the office to explain the cituacion to the person incharge, he agreed to get it fix, the person who cleaned it used an old and greasy rag, which made my seat full of black matter I still don't know what it was, I went back to the office to explain the new situation, he agreed to make it right, a different person was going to vacuum it and clean it, while getting inside the truck he stain my floor carpeting so I ask him to get out, I said to him that he was making everything worse, I went back to the office for the third time, this time I said " I would paid for the alignment but I don't want the extra year of alignment package, so I ask for the difference of money, he said that the amount is $5.00 dollars, I agreed to it, however I ask him to write on the back of my receipt what happen during my visit to BIG O TIRES, he refused so I told him he had 5 minutes to do so or I'll call the police, he git furious and throw the papers at me shouting that I wasn't going to tell him what to do, that if I didn't like I should write it my self or leave so I call the Police, I left Big O Tires feeling sad, angry and very frustrated.

  Business Response

  Date: 02/05/2024

  Good Morning, 

  Here at Big O Tires we appreciate all feedback. I have spoken to ***** the gentlemen that helped ************ the day of the incident and the manager that contacted him the next day *******. As well as the manager who refunded ************ on Thursday. 

  We have apologized to ************ and he has been refunded his money that he spent on the alignment. It was not our intention to upset him or leave his vehicle dirty. We are very sorry for the escalated incident. 

  ************ has been in to collect his refund in cash, and we were under the impression that the situation was resolved as best as it could be. I have called and left a message with ************ and invited him to call me back if he would like to discuss further. 

  Again, we are very sorry about what happened. I can assure you this situation was nothing more then a perfect storm of extenuating circumstances. Please accept our apologies. We know you may never try us again in the future but hope you might. If you do not, we wish you the best of luck. Good luck with all your future automotive needs. 
  

  ***************************;

  Customer Answer

  Date: 02/05/2024

  I did got the refund from BIG O TIRES,  but there's more involved than money, the fact that I got mistreated, my vehicle dirty and the time that I spend at the store trying to get things right and nothing got resolved,  seems to me that my time as a customer is not appreciated or important.

  Business Response

  Date: 02/14/2024

  I have spoken to ************ since he rejected my last response. To recap we have apologized and we have refunded him the money he spent on the alignment. So he has received a free alignment at this point.  ************ is still very upset as of the last time I spoke to him. And wants something above and beyond what we have already given him as compensation for his time and inconvenience. Last week when I spoke to him he wanted me to think about what else I could offer him as a resolution. I have thought very long and hard about this. 

  I am struggling to find a resolution in my mind. ************ states he is a business owner and from business owner to business owner I am really struggling with this request for a few reasons. ************ has already posted online regarding this incident, on ******* Nexdoor and now the BBB. And I feel like we have tried to resolve this situation and believe we have made every effort to apologize and make this situation right. But my online reputation has already been tarnished by the comments. And I know he understands the magnitude of this being a business owner. And people make mistakes, it's the nature of the sinner world we live in. No one is perfect and my guys did not handle the situation well.  So what I am struggling with is what will compensating him further do? Will he take his reviews down? Will he ever give us another chance? What will further compensation do to help the situation? We have given him a free alignment, which was a service he needed.  We have apologized. And I do not want to minimize the situation, our actions of how we handled the situation emotionally hurt ************.  I am just struggling with what the next step should be. 

  I did call ************ yesterday and left him a voicemail. If he calls me back I will speak with him again, and see what might be a compromise.