Business Profile

Tire Dealers

Big Brand Tire & Service

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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

70 total complaints in the last 3 years.
34 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: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.
Initial Complaint
Date:02/22/2024
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.
On February 1st 2024 I went to Big Brand Tire & Service. I was looking to get my NEW 22” Fuel Forged Wheels mounted on my tires . They were not on the truck they came in “loose” in the bed of another truck. I simply asked if they could do the job of mounting & balancing my wheels . They agreed to do the work. 2 hours later I am about to head home with the loose wheels in my truck and I notice wheel weights mounted on the outside of the rim (the rear tire of a dually a deep dish 22” wheel). I went back inside to ask them why they had did it and they had no answer. As they proceeded to take each wheel weight off of the 2 outter wheels I noticed more damage from their tire balancing machine. After speaking with Ed Zeimba (the store manager ) he proceeded to tell me he would rembursed me for my wheels to get fixed . It has been over 3 weeks now I have been back 2 different times to collect money and it’s a different story everytime I walk in now. They will not pay me for the damage done.
They owe me $750 for the damage of the wheels to get fixed and repowder coated. I would like to be refunded for having to get wheels repowder coated and fixed
Business Response
Date: 03/01/2024
The customer was contacted (by the CX Manager) via phone call and SMS on 2/23/2024. We are awaiting a response from the customer to move forward with the resolution.
Initial Complaint
Date:01/18/2024
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.
On December 27, 2023, I took my automobile (Toyota) to the Big Brand Tire & Service Center (Big Brand), located at: 5128 Camino Al Norte, Las Vegas, Nevada for a general oil change. Upon completion of the oil change service requested, the store manager presented me with a list of multiple recommended services, many of which were false (oil leak) because I previously had my auto serviced, and the recommended services fees were grossly inflated. After declining additional services, I paid the oil change service fee and exited the business. After driving my auto home, I noticed smoke emitting from the engine compartment, and visually noticed oil poured on the manifold, and a "red" substance smoking from the back of the motor near the rear firewall of the motor area. I also found a tool used to remove the oil filter inside of the motor compartment obviously intended to cause an accident possibly resulting in a fatality. I also noticed the driver's seat remote switch panel was pulled out of place, and the oil motor cape was broken. I returned to Big Brand and reported the issues to the store manager and presented photos as evidence. The manger refused to take any corrective action.
Business Response
Date: 01/25/2024
The District and Regional managers are currently investigating the situation from multiple perspectives. A final resolution is expected by tomorrow, and we will reach out with the next steps.
Customer Answer
Date: 01/25/2024

Complaint: 21165110

I am rejecting this response because: the Respondent, Big Brand Tires has only provided a copy of the Invoice relating to the Oil Change service and the proposed service list. The respondent has not addressed the merits of my Complaint at this time. Respondent has stated that they are "investigating" the matter and will respond. In light of the fact that the matter is still under investigation, I must reject respondents' response because it is not responsive to the merits of my complaint.

Regards,

P****** ********

Business Response
Date: 01/25/2024
To all parties involved:
A follow-up call was sent to the customer this afternoon, 1-25-2024. Call went unanswered and a voicemail was left with the District Manager's contact info.
Awaiting a response from the customer, from there a resolution will be reached.
Business Response
Date: 01/25/2024
The District Manager for this location was able to get in contact with the customer this afternoon, and we are happy to report that the customer was satisfied with the resolution proposed.

Thank you.
Customer Answer
Date: 01/28/2024

Complaint: 21165110

I am rejecting this response because: I am currently in the process of a possible resolution with Big Brand Tire. I am scheduled to meet with a representative sometime after, Tuesday, January 30 2024. If a satisfactory resolution is agreed upon by both parties, I will notify the BBB.

Regards,

P****** ********

Customer Answer
Date: 02/01/2024
Today, February 01, 2023, the Complainant has not received a response from the Big Brand Time & Service District Manager. Accordingly, I intend to move forward on my complaint.
Respectfully,
P****** ********, Complainant
Initial Complaint
Date:01/17/2024
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.
We brought our Jeep Commander into Big Brand Tire and Service in Carson City for a simple oil change. We received a call from the service manager who told us our oil pan had broken and that we needed to pay $1300 to get our car back. The car could not be driven since there was no way to put oil in it. Big Brand has exclusively worked on this car for the past 4 years. We have done many oil changes with them. They explained that the vehicle was older and had many miles on it and it just happened. It seems clear that the plug was over-tightened at the previous oil change. When there was a problem, instead of letting us know, they proceeded to rip the plug out of the oil pan. Then they held our vehicle hostage and said pay this or you don't get your vehicle back. After some angry arguing, they did agree to come down on the price saying it would be $800 to fix and we could apply for their credit card to help us with the expense. The final bill was $994, $200 more than they promised and $5 under the cards limit.
Business Response
Date: 01/17/2024
thank you for taking the time to reach out and bring these concerns to our attention.

We are actively investigating the situation from multiple perspectives, and will reach out to you as the details develop further.

Can you please provide the invoice number on the receipt so that we can confirm we are looking at the correct service information?

Thanks again, and if you have any further questions throughout the resolution process, you can always reach out to me directly as well: [email protected]
Business Response
Date: 01/18/2024
To all parties involved,
After a thorough investigation into the matter, it has been concluded that the services in question were required due to regular and reasonable wear to the vehicle. At the time of the service in question (see "Invoice A" attached), the vehicle was reported to have 277,168 miles on the odometer.
An attempt was made to get in contact with the customer after the parties involved reached out to our corporate office on December 22, 2023. Our call to the customer went unanswered.
In addition to this, the vast majority of the previous services were not completed by Big Brand Tire & Service, but by the previous company that used to reside at this location: Christenson Automotive.
During several of the recent services at our company, recommendations regarding the service in question were made to the customer (see "Invoice B" and "Invoice C" attached).
A full and thorough list of all invoices can be obtained by reaching out to our CX Manager via email: [email protected].
Initial Complaint
Date:01/11/2024
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 because the check engine light was on they said we needed a flush we didn’t that. A few weeks later same thing after multiple flushes and spark plugs being changed we took it to a different mechanic who within a few hours stated it just needed a new battery the car is now fine
Business Response
Date: 01/11/2024
Hey S******, thank you for reaching out.
We are going to move forward with getting a Regional Manager involved in the situation to help resolve.
Is the phone number you provided the best one to reach you with?
Thanks again!
Customer Answer
Date: 02/05/2024

Complaint: 21128734

My best contact is 845-568-7603. My email is 41s******[email protected]

Regards,

S****** *****
Initial Complaint
Date:01/10/2024
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.
8/1/22 $1144.22
11/15/22 $697.66
2/17/23 $2038.34
7/26/23 $3765.09
11/16/23 $2889.55

On November 16 I spent $2888.55 to fix my dodge dart and my daighters kia. My daughter was supposed to have her battery replaced. I was charged for it and 2 days later she broke down at work and had to be jumped. We found out that the battery was never replaced. With that being said we called Big Brand and discussed the situation. The GM **** was no longer there and get agreed to review all repairs that I had done recently to verify work was completed as I have had the same issues with my vehicles that I took them in for. The oil change that was to be done on my truck was completed on my car instead, the shock assembly and struts on the dodge dart were competed but not shortened so they were rubbing.

I just now took my dodge ram in for review and found out that the brakes that were flushed but instead of changing the brakes on my truck they changed them on my dodge dart (which had already been completed within the past year, did not need to be done again and if they did should have been under warranty)

I have had a long standing history with the company under prior management (kyle, Rick and Sandy) and have been going to them for 10 years with no problems until recent changes. I pay on time, with multiple vehicles and children spend close to 10k a year there and I have never had this issue.

I am now being told I need to pay $1100+ for the brakes on my truck per R***- new GM 12/29/23 and that he is not going to just "give me free brakes".

My concern is that I paid for something I didn't need (brakes on the car versus the truck) and now need to pay again as they only did the brakes flush on the truck and not the brakes themselves as I was advised.

When the battery issue was discovered I filled a corporate complaint. I did not receive a call back. I called them again Friday 12/22 and was advised by Mark (oversees store 3002) that he had take to the GM R*** and his daughter Haily at the store and they said I was happy so he did not see a reason to call me back. I left him a message today 12/29/23 to advise that I am NOT okay with the situation.

I have requested (as of 12/29/23 R***) copies of all communications and receipts. I pay through Acima leasing and pay it off within 90 days so there is no interest. As the leases are completed the link to down load is expired.
Business Response
Date: 01/17/2024
Hey T******, thank you for taking the time to reach out and bring these concerns to our attention.

We are actively investigating the situation from multiple perspectives, and will reach out to you as the details develop further.

Can you please provide the invoice numbers for each of individual receipts given after the services were completed? We would like to ensure we are looking at the right invoices on our end.

Thanks again, and if you have any further questions throughout the resolution process, you can always reach out to me directly as well: *****@bigbrandtire.com
Initial Complaint
Date:05/04/2023
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.
They bought a company here in my city and as a grand opening they offered a oil change only paid around 7 dollars I was happy and as a happy customer I decided to get tires from this place little did I know that my problems where just starting same day of oil change my splash shield flew off in the highway either they tighten it to much or they left it loose flew off into the highway called and they said they would take care of splash shield great again happy customer same week I order the tires call in 2 times to check on status and nothing so again I’m driving and next thing I hear a big loud noise guess what my side deflector is falling off so there goes that took it to ford and they said the splash shield off meant air was getting into the plastic so all in all that 7 dollar oil change turned into a 371 dollar problem because I didn’t get a follow up call or nothing on splash shield and when I called no answers to a update so now I have to buy the parts for the vehicle out of pocket to fix that issue leaving me unable to get the tires put because I have to deal with this issue
Business Response
Date: 05/05/2023
Good afternoon,
We have called this customer several times to work on resolving this, but their voicemail is not setup. We will continue to reach out. We have the splash shield replacement ready, and the tires ready to be installed as well.
Look forward to having the customer come in to resolve this.
Thank you!
Customer Answer
Date: 05/15/2023

I have reviewed the response made by the business in reference to complaint ID 20014359, and find that this resolution is satisfactory to me.

Regards,

A****** ** ******
Initial Complaint
Date:04/25/2023
Type:Product 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.
??Date of Transaction: ?January 8, 2023, 9:24 AM - 2:51 PM
Amount paid:? ?$247.69 includes the $29 for Lifetime Replacement/Repair/Refund Certificate
Business commitment: I paid $29 for Lifetime Replacement/Repair/Refund Certificate. Big Brand Tire & Service ?has no refund/return policy on their website but they ?offer a limited 6 month or 6,000 mile warranty on all repairs?.? ALL TIRES MUST BE RETURNED TO A BIG BRAND TIRE & SERVICE FACILITY AND ACCOMPANIED BY THE ORIGINAL RECEIPT FOR ANY WARRANTY ADJUSTMENT CONSIDERATION.
Nature of dispute? and ?attempt to resolve: ?When I made my purchase in January 2023, the person at the counter entered all my information wrong - my name, my address, and my vehicle information. I had trouble getting this corrected, I was able to get some assistance because my phone was correct. ?I called one of their offices in my area to resolve my complaint in March 2023.? When ??I? ?attempted to reach Big Brand Tire for assistance in getting a refund??; due to the wrong tire size?. T?he person said that I could not return the brand new tire because of the amount of time that had passed since the date of purchase and because I had already driven off the lot with it?. I only used the brand new tire for one day; I have official paperwork to prove it.
?Account/order/tracking number: ?Invoice #: 1003-2***195
Business Response
Date: 05/04/2023
Good afternoon,
Our team has looked into this and we can offer a refund with the return of the new tire. We will be reaching out to her to resolve this as quickly as possible.
Thank you!
Customer Answer
Date: 05/04/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 19982735, and find that this resolution is satisfactory to me. I will wait to hear from the business representative’s instructions on when and where to return the brand new tire. Thank you for the prompt response and attention.

Regards,

L****** ******
Initial Complaint
Date:04/17/2023
Type:Billing 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 was set for FREE promotion oil change & tire rotation 3/17 upon arrival they stated they had ran out of oil mind you my appt was set at 10am. Anyways I came back on 4-1 dropped off my car and they said it would be ready in an hour or so we'll I wasn't gone but maybe 20 minutes when I got a call from Tony saying unfortunately my car needed brake pads, and rear rotors and a front control arm so now I'm looking at more in the line of $600+ instead of my $6.88 quote but that I shouldn't worry cause he could get me financed and not only would I not be paying out of pocket but my car would be ready at 5:30 today so I walked back for my new paper work (finance approval) and it was gonna be ready at 5:30 to come back then. When I got back at 5:15 they were closed and I was stunned cause after looking in the garage window my car was up on a lift and tires & parts were all on the floor. I had no way of
contacting anyone until Monday cause
closed on Sunday. Mind you NO one called me to tell me ANYTHING! So then come Monday Tony wasn't in he had day off and told to call back tomorrow. Now Tuesday I spoke to Tony and he said he was sorry and told me he was having problems with locating parts but not to worry my car would be ready the next day well this went on for. 4 more days finally I had enough went in again he was sorry couldn't find all but brake pads but not to worry he would put the control arm back ,resurface my rotors and put on my brake pads for free for all my troubles however upon arrival my bill is now $693.44? Parts-brake pads $120 and tires on sale for 4/$187.96 but wait you said I was gonna get brakes and oil change for free all I got was "sorry I tried but they won't allow me to do this for you? So now I have finance bill for $693.44 for just brake pads cause my rotors were NOT resurfaced, and after replacing/disassembled control arm car is non drivable(see pic) and as of yet no tires as well. I went from free oil change to brake pads costing $693.44
Business Response
Date: 05/04/2023
Good evening,
Our team has resolved this and tried to reach out to the customer to notify her that we made the billing adjustment by cancelling the financing bill and properly refunded her.
Thank you!
Customer Answer
Date: 05/09/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 19937165, and find that this resolution is satisfactory to me.

Regards,

M**** *****

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