Business Profile

Tire Dealers

Big Brand Tire & Service

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Big Brand Tire & Service's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

69 total complaints in the last 3 years.
32 complaints closed in the last 12 months.

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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:12/18/2024
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.
Went in for wheel mount and dismount, with new tires. Alignment of vehicle. Upon removing the 2nd rim. They broke my wheel lug nut in half. Then told me they can't remove rim due to nut breaking off. That it will be an additional 1200 to take off that one specific rim now. So had to leave with 3 new tires and a damaged lug nut for another shop to fix.
Other shop told me they accidentally tighten instead of loosening the nut with caused it to over tighten it and break it.
Business Response
Date: 12/27/2024
To all parties involved,

Our customer brought the vehicle in with the wheel seized to the hub mating surface and was advised on the repairs required to continue service (invoice attached). Big Brand Tire & Service has replaced the wheel lock key, and our District Manager will be reaching out to the customer today (12.27.2024) to further rectify all concerns.

For any other questions or concerns regarding the resolution of this concern, please contact:

*****@bigbrandtire.com

Thank you.
Initial Complaint
Date:12/05/2024
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 took my vehicle in for a tire rotation and oil change. I only brought it in because I couldn't get my bolt off. My neighbor recommended this place. So I brought it in. Needless to say, they never changed my oil. Had to take my car in to get the oil change. Caused my car to start leaking. Then I brought in my oil and filter, and they charged me for an oil change and never changed it. I also had to call them after they fraudulent took my money . I was told they don't put the oil change date stickers in your windows anymore because most cars tell you. I want my 71.98 back. They charged me 25.00 dollars for my oil change. 36.99 for the oil they took from me but lied that put in my car. 9.99 for the oil change filter they also lied that they took.
Business Response
Date: 12/06/2024
To all parties involved,

Our customer was called by both the General Manager and the respective District Manager on 12/6/2024. Voicemails were left as our calls went unanswered.

We are willing to refund the amount spent with BBT&S during this service and can address the oil leak by performing a complimentary inspection. Currently, we are awaiting a response from the customer to move forward.

For any questions or concerns regarding the resolution of this concern, please contact: *****@bigbrandtire.com

Thank you.
Customer Answer
Date: 12/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22642512, and find that this resolution is satisfactory to me.

Regards,

M******* ******
Initial Complaint
Date:12/02/2024
Type:Product 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 had previously purchased 60,000 mi tires from Big Brand tires. I went in for a flat repair and was told the tread was too low to repair it that I need to replace my tires again. I had only put about 27,000 miles on the tires. I have contacted the corporate office twice after the second contact I was called back by someone and offered $20 per tire as a refund.

I believe it to be fair that since the tires lasted less than half of what I was told they would be that I get at least half of my money back. Total was a little under 500 I believe.
Business Response
Date: 12/02/2024
To all parties involved,

The tires purchased by our customer came with a 60,000 mile manufacturer warranty that is prorated based on the amount of miles driven as well as the amount of time since installation. After reporting all information to the manufacturer, the proration amount came to $21.77 per tire.

On 10/15/2024, we replaced all four tires with an upgraded brand and applied a total reimbursement of -$141.49, which accounts for the proration on all four original tires as well as an additional $54.41.

While all standard procedures for completing a manufacturer warranty were followed, we are still willing to discuss this in further detail if requested.

For any additional clarification on the matter, please reach out to:

*****@bigbrandtire.com

Thank you.
Customer Answer
Date: 12/12/2024

Complaint: 22620098

I am rejecting this response because:
In the attached copies of the invoices you can see both have a discount for a buy 2 get 2 promotion. So this was in no way discount for the issue. The only other discount applied is a partial refund of the original road hazard warranty. None of this is a attempt to make right the fact that the tires lasted less than half of what they should have

Regards,

R*** *******
Initial Complaint
Date:11/01/2024
Type:Billing 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.
The car has been to the shop 4 times in the last 6 weeks. Bills of 1200, 1200 & 3000 and has had the same problem. Breaking down everytime before I can drive 10 miles home and I've paid 100 dollars 4 times to have it towed back to them without reimbursement. I've asked for a partial refund to get it repaired somewhere capable but they only want to keep trying to fix it with me paying the tow bills when it breaks down. I don't know if there is a time limit they're trying to expire by stalling my refund and I don't know who else to turn to but the BBB.
Thank you
Ron
Business Response
Date: 11/11/2024
To all parties involved,

Our customer has been directed to visit another location nearest him to address and resolve all new concerns with the vehicle, free of charge.

We are awaiting a response from our customer, who can reach us at:

*****@bigbrandtire.com

Thank you
Customer Answer
Date: 11/19/2024

Complaint: 22498416

I am rejecting this response because:
I have $500 in towing bills having the car towed back to their shop after it has not made it the 10 miles to my house after they claim it's fixed. The car isn't drivable and they aren't willing to pay towing.

Regards,

R***** ***** **

Business Response
Date: 11/19/2024
To all parties involved,

Big Brand Tire & Service is willing to reimburse the customer for the towing expenses, provided we are able to receive receipts/invoices for the transactions with the towing company.

Thank you
Customer Answer
Date: 11/20/2024

Complaint: 22498416

I am rejecting this response because:
That's great about reimbursement for previous towing but what about the car ? I've paid Big Brand $5400 and my car still isn't drivable. The issue is who is paying to tow it to the shop now and fix it.
If I understand correctly Big Brand is willing to pay for all previous towing plus the additional tow to one of their locations (With receipts provided) to repair the cars original issue of little power and then dying after a few minutes at no additional charge ?
If this correct I will have the car towed to whichever location they think can fix it.

Regards,

R***** ***** **

Customer Answer
Date: 11/27/2024
I haven't gotten a response from Big Brand tire regarding clarification on their offer to pay towing and repair car free of charge. Please update me on what's happening. It's been over a week.
Thank you
Initial Complaint
Date:10/29/2024
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.
On June 28,2024, I brought my vehicle to BBB tire location in Encino. this was the second time I brought my vehicle in for a service to this location. On this particular date. I was met with a friendly service regarding my motor mounts cracked. they repaired the issue. my Vehicle warranty which is Carshield auto for repair reimbursement of the total repair of $2,138.00. I was told by management to repair all 5 motor mounts on the 2016 Nissan rouge SV I had brought from Louisiana back in august 2023. It was a day's work, and the mounts were fine up until July 26, 2024, the day my car was to be shipped back to Louisiana by a transport company. It began making a rattling loud noise when I drove and vibrating the entire car. I have a video of the problem but cant unload due to the site parameters. I have documentation from the company, repair company, and myself below. I was only in los Angeles area for school for the year so the car was shipped back home. I brought the car into Nissan Of slidell 7/30, and they informed me that the motor mount was bad at the top of the motor. I called the warranty as well as the Nissan dealership about the repair and repair previously done. They informed me that they would not cover the repair due to it being a month old and under a 12-month warranty back in California with BBB tires. So we called BBB tires regarding the problem to see if we can come to a resolution to get the parts replaced through the manager Philip and corp. the company is only on west coast they had no way of repairing the car because I am over 2000 miles away. Not logical to ship back. had the one repaired still making the same noise. brought into another Nissan dealership 9/04. All 5 motor mounts were cracked, stripped, backward, and need to be replaced. BBB offered to reimburse for first mount check I was told was sent to wrong address. they canceled it. I was told they would mail another for the total amount of 2138.00. I have not received a check as of 10/29.
Business Response
Date: 11/14/2024
Our district manager reached out to this customer the day we got the complaint. We agreed to send the customer a check as a refund and the customer was satisfied with the resolution.
Customer Answer
Date: 11/14/2024

The company reached out regarding this claim. Waiting for the resolution. I am told with 5-7 days. Thanks

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22485753, and find that this resolution is satisfactory to me.

Regards,

S***** ******
Initial Complaint
Date:09/17/2024
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.
Big Brand tire damaged my car computer system while replacing the battery. Told would fix the issue they ended up taking my car to another location to fix and was never informed. Told would cover my car rental cost for there mistake. Now are saying we have to pay for cost of rental for there error and will get reimbursed for cost in 3 weeks.
Business Response
Date: 09/25/2024
To all parties involved,

Please see the attached invoice regarding the payout issued to the customer to cover the cost of repairs.

Thank you.
Initial Complaint
Date:05/17/2024
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 took my 2013 Volkswagen Jetta SE into this shop (LAS VEGAS #3214
*** * **** BLVD
LAS VEGAS. NV 89110), around April 20th, because I had problems when the car was on and not driving, it would turn off. This shop did a diagnostic and determined it was a leak causing the problem. Note: I had never seen this car leaking, no signs of oil leak anywhere where I parked it prior to me taking it to this shop. The guy then said the owner before me must’ve ran over a curb or something (a very suspicious comment) The guy at the front desk proceeded to ask if we intended to keep this car long term, after we said no we want to sell it he said ok you only need to fix these parts and it will be good. They charged us a high fee off around $800. A couple days later the car was having the exact same problems, so we took it back. He then checked the car again and removed a piece, the spark plug, which he was holding as he explained what else they needed to be “replaced” and the new cost of these. After seeing how he was now talking about a whole different thing, not related to the first problem he explained, I realized he just wants to get my money. I payed a very high amount the first time for the car to not be fixed, and they would not admit their wrong doing, accusing us of denying the complete recommendations. Now my car is in a much worse circumstance than when I first took it to this place. It violently shakes and is completely undrivable. I have already contacted corporate multiple times, everytime telling me they will send it to their supervisor and I would receive a call back. It’s been well over a month and still no calls back.
Business Response
Date: 05/20/2024
To all parties involved,

Our customer was contacted by the Customer Experience Manager on 5/20/2024. Unfortunately, our call went unanswered so an email was sent as well. We are currently waiting to hear back.

After reviewing the details of the concern, all repairs performed on the vehicle up to this point were deemed to be necessary and were approved by the customer. The vehicle was brought back to the location when the customer experienced additional issues, however the technicians were unable to reproduce the faults. All invoices have been attached to this response, with clear and thorough notes included.

Based on this, the next step would be to have the customer bring the vehicle to another nearby location is the issues mentioned persist. We will perform a full diagnostic on the vehicle at no cost to the customer.
Customer Answer
Date: 05/21/2024

Complaint: 21723290

I am rejecting this response because:

I do not trust taking my car back to this place anymore. They have damaged my car even further, even if I’m offered a diagnostic that won’t fix anything. It will only mean I have to pay more money to get more things fixed which I rather do elsewhere, in a more trustful place. There is no point in me paying more money after all I payed to get nothing fixed, but instead be caused more trouble, by this company. I would just like a refund.

Regards,

Y***** **********

Business Response
Date: 05/23/2024
Unfortunately, there is not enough evidence or reason to believe the customer's claims are due to negligence on the part of BBT&S. The customer brought the vehicle in after the original service, and the issues claimed were unable to be reproduced.

All services that were provided on the original visit were signed off and approved by the customer prior to service. In our original response, we included both of the invoices that have notes clearly alluding to the fact that symptoms her vehicle is experiencing are multi-faceted, and will likely require additional repairs (of which we recommended but were not approved by the customer).

We are more than willing to have the customer bring the vehicle back in so we can re-assess. We believe this is a fair and reasonable next step.
Initial Complaint
Date:05/14/2024
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 took my car in for my radiator light coming on and the notice a coolant leak and its still leaking and every time I take it to the shop they tell me its something else. Now they are telling me I need to take it to a Dealer
Business Response
Date: 05/17/2024
To all parties involved,

As of 5/17/2024, the customer has been contacted by the District Manager and will be bringing the vehicle in for a comprehensive diagnostic. A resolution will be reached as soon as the current state of the vehicle has been assessed.

For additional information, questions, or updates on the matter, please contact:

****************@bigbrandtire.com (District Manager)
*****************@bigbrandtire.com (CX Manager)
Initial Complaint
Date:05/07/2024
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 took my car in for an oil change and they never did it . My car started to knock really loud and I had no ideal what it was. I had a mechanic check it out and he said my oil has not been changed and he showed me how filthy the filter and everything was .And no oil was in my car . This was 3 months later and I was having these problems. I had this car for 6 years and never had these problems with this car . My engine is blown from them lying about doing a oil change on my car that was never done leaving my children and I without a vehicle
Business Response
Date: 05/10/2024
To all parties involved,

We would love to move forward with resolving this concern accordingly. The next step would be for the customer to have the vehicle towed to one of our 12 service centers in Las Vegas for an evaluation.

This can be arranged with either the Regional Manager or the CX Manager:

*********@bigbrandtire.com (Regional Manager)
****************[email protected] (CX Manager)
Customer Answer
Date: 05/14/2024

Complaint: 21571995

I am rejecting this response because:

Regards,

J****** ******

I need to know who is going to be responsible for the towing? If they will pay for it to be towed in to one of their shops not the one that caused the problem in the first place but a different location then I will accept

?
Business Response
Date: 05/17/2024
To all parties involved,

We are happy to provide a tow service for the vehicle. This can be arranged with the District Manager:

*********@bigbrandtire.com

Thanks!
Customer Answer
Date: 05/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21571995, and find that this resolution is satisfactory to me.

Regards,

J****** ******

Customer Answer
Date: 05/31/2024
This issue is not resolved. I let them take my car to check it out and my engine is blown and now he is trying to say it’s been a certain amount of miles put on there so he not going to fix it . Nobody engine will blow after a few months unless it was no oil in there in the first place . They are trying to get out of not fixing what they messed up in the first place by lying like they did a oil change and they never did leaving me with no oil in my car having another mechanic try to fix their mistake
Initial Complaint
Date:03/08/2024
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.
Brought my car for rodors and break pads car ended up needing caliper my car is now shaking while I drive and breaks are still screaching and break peddle in my car vibrates and rodors are still vibrating when braking now they state my rims are bent but never said anything before until I brought my car back for the breaks still screaching and the vibration now they said it’s due to my rims but my car was not shaking when I got my vehicle aligned and new tires at their waterman location my car was as fine until I brought it here and paid 933.97 for my car to still be messed up
Business Response
Date: 03/12/2024
To all parties involved,
The customer was contacted by the Regional Manager for this location on 3/11/2024 via phone call.
Excessive vibration was deemed to be the cause of bent/damaged wheels documented prior to service. For all other issues, an offer was made to the customer to bring the vehicle back at her earliest convenience to have it inspected - all parts found to be defective or inoperable will be replaced under warranty.
As of 3/13/2024, the customer stated she will reach back out to us with how she would like to proceed.

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Big Brand Tire & Service is NOT a BBB Accredited Business.