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:06/12/2024

  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 10/11/2023, I went in for multiple services such as fuel filter replacement, front and rear brake pads with sensors, front rotors and rear air bag replacement on my ******** **** GL550. After services were completed, front desk agent, *********************, explained that they did not complete the fuel filter replacement because of how tedious and difficult it was for his mechanics. I gave him praise for being honest and said I know someone that can do it. I paid Invoice 006290-14843 through Snap Finance to cover the $1,862.65 in full. I had took it upon myself to replace the fuel filter as I was trying to complete the Service G my MB was requesting through the dashboard. My vehicle is a 2008, so its a bit older, things need to be replaced due to old age and wear. I took my vehicle into another licensed and certified auto shop to get it quoted on repairs for it to be up to factory standards. They did an inspection and found a few things needing repair and my rear brake pads to be serviced. They gave me the quote via email with photo documentation that my rear brakes bass are worn out its useful life sitting at 3mm but my front pads were at 12mm. I emailed Big O on Monday and they didnt return a response with a week. I called in on Friday, but nobody was able to assist me until Monday when the managers are present. I went in Monday, 6/10/24, and met the owner *****, he said he heard lots about me. I explained to him what I did as I did in this complaint and he said he has it on recording that they replaced my brake hardware and fuel filter. I expressed to him that I physically put my NEW fuel filter in my car, not any of the mechanics and told him that ********************* told me that they couldnt perform that service. I mentioned I have to take this up through some legal avenues due to the circumstances, and then he claimed he would refund me but not with me speaking that way. There was much more said but Im limited in this box. I will be pursuing a small claims for $892.98.

  Customer Answer

  Date: 06/24/2024

  I am rejecting this response because:
  

  throughout my visits before, during and after the repairs that were not completed, this did not occur. They have recordings in their lobby where I was placid, enjoying my time and confident that I was being taking care of at my initial visit for tires in Aug. ****** and ******* were actually conversing with me without any issues. All my visits had no problems whatsoever. I left an amazing ****** review (I removed that recently). When I had returned a few times from my frnt brakes squealing, everything still had a serene environment. ****** was formal to bring me to the bay to show me that there are no grooves in the rotors as I felt like maybe something was wedged between my pads and rotor in Oct. I had moved from ************ to ****** within some months. During that time, I needed a tire rotation to maintain my warranty and asked for an alignment at their 2ndlocation in ******. I requested an alignment was told they couldnt complete the alignment because front end parts were needed. If those recordings are reviewed, you can see that me and their staff were normally discussing the matter because I asked if I can bring in my own parts and was quoted for the repairs that were making those squealing noises with me providing parts in Feb. My tires were rotated and I wasnt upset about that and neither was the staff ***** I had returned to the Falcon location for another tire rotation after a few thousand miles in early March because I still didnt have my front end repairs completed but I needed to maintain even tread to prevent a void on my warranty and also requested a quote for the repairs as a month passed. I had obtained the car parts needed for repairs and came back happily with my car parts and the quote to get the repairs completed. This was the beginning of Apr, I spoke to ***** about the previous quote. At that point in time, I was questioning why the repairs were not being honored. ***** said the previous estimate was incorrect and completed incorrectly. I was explaining to ***** that I received the price of the quote twice. He said no it wasnt. I said Ill grab the other quote and retrieved it from my vehicle to show that I did in fact receive two quotes for the same price as his quote was inflated. When I returned I asked if I can speak to the manager about this matter and he immediately responded with hes the manager and will be refusing service. At that point, yes I was upset that I received 3 quotes and 2 line items were the same and when I finally had the parts, the 3rd one was inflated. I told him thats terrible service as I walked out. I immediately had went to the first location in *** and the ** (*******) was present. Even at that time of my presence, they were going to service my vehicle. Not even an hour later, ******* had gave me a call saying he heard was occurred in Falcon and thats his territory and due to those circumstances, he doesnt feel comfortable going forth with the services.  I later went to another company for those repairs and Im sure they can testify that I was not hostile or combatant in any way even after the fact on what I endured with  Big O.

  I have more documentation but Im only allowed to provide five files. The quote from ***** is Order No.: ***** with a total of $1,215.22 which was a huge inflation from Eds quotes Order No. ***** to replace the wheel bearing

  I have a few more files to send following this email. I apologize for so much, but what was provided was wildly inaccurate. 

  
  

  Business Response

  Date: 06/24/2024

  We have gone above and beyond for her throughout our dealings. Before we had problems She would come in and verbally abuse our staff. She was bullying them into installing her own parts or discounting product. We had to ask her to leave for this reason. She was making other customers and our employess feel unsafe. Then months later she says we didn't do repairs that we did do. We can't do anything else for her 

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21832129
  
  Hello, my character count is too large and exceeds 2000, so I had sent my response via email to two different representatives to ********* and *******. 
  

  Apologies for the inconvenience, however I cannot minimize any more than what I did because it wouldnt make sense with missing information. 
  

  I also had more files than what I could upload and attached them in the emails.

   

  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 06/26/2024

  
  

  I am rejecting this response because:
  

  throughout my visits before, during and after the repairs that were not completed, this did not occur. They have recordings in their lobby where I was placid, enjoying my time and confident that I was being taking care of at my initial visit for tires in Aug. ****** and ******* were actually conversing with me without any issues. All my visits had no problems whatsoever. I left an amazing ****** review (I removed that recently). When I had returned a few times from my frnt brakes squealing, everything still had a serene environment. ****** was formal to bring me to the bay to show me that there are no grooves in the rotors as I felt like maybe something was wedged between my pads and rotor in Oct. I had moved from ************ to ****** within some months. During that time, I needed a tire rotation to maintain my warranty and asked for an alignment at their 2ndlocation in ******. I requested an alignment was told they couldnt complete the alignment because front end parts were needed. If those recordings are reviewed, you can see that me and their staff were normally discussing the matter because I asked if I can bring in my own parts and was quoted for the repairs that were making those squealing noises with me providing parts in Feb. My tires were rotated and I wasnt upset about that and neither was the staff ***** I had returned to the Falcon location for another tire rotation after a few thousand miles in early March because I still didnt have my front end repairs completed but I needed to maintain even tread to prevent a void on my warranty and also requested a quote for the repairs as a month passed. I had obtained the car parts needed for repairs and came back happily with my car parts and the quote to get the repairs completed. This was the beginning of Apr, I spoke to ***** about the previous quote. At that point in time, I was questioning why the repairs were not being honored. ***** said the previous estimate was incorrect and completed incorrectly. I was explaining to ***** that I received the price of the quote twice. He said no it wasnt. I said Ill grab the other quote and retrieved it from my vehicle to show that I did in fact receive two quotes for the same price as his quote was inflated. When I returned I asked if I can speak to the manager about this matter and he immediately responded with hes the manager and will be refusing service. At that point, yes I was upset that I received 3 quotes and 2 line items were the same and when I finally had the parts, the 3rd one was inflated. I told him thats terrible service as I walked out. I immediately had went to the first location in *** and the ** (*******) was present. Even at that time of my presence, they were going to service my vehicle. Not even an hour later, ******* had gave me a call saying he heard was occurred in Falcon and thats his territory and due to those circumstances, he doesnt feel comfortable going forth with the services.  I later went to another company for those repairs and Im sure they can testify that I was not hostile or combatant in any way even after the fact on what I endured with  Big O.

  I have more documentation but Im only allowed to provide five files. The quote from ***** is Order No.: ***** with a total of $1,215.22 which was a huge inflation from Eds quotes Order No. ***** to replace the wheel bearing

  I have a few more files to send following this email. I apologize for so much, but what was provided was wildly inaccurate. 

  
  

  
  

  Business Response

  Date: 06/26/2024

  We can no longer do anything for this customer. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21832129
  
  I am rejecting this response because:
  
  per Snap Finance, they said even those the loan has been paid off, once Big O initiates the refund, I will immediately receive the funds. Im not looking for services that I was charged for and not received, Im requesting a refund without taxes of $892.98.

   

  Sincerely,
  
  *****************************