Complaints

This profile includes complaints for Big O Tires's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Big O Tires

  12614 Dixie Hwy Louisville, KY 40272-4716

  
• 

  Big O Tires

  1112 N Dixie Ave Elizabethtown, KY 42701-2534

  
• 

  Big O Tires

  1470 N Dixie Blvd Radcliff, KY 40160-1417

  

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:05/28/2024

  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 Wednesday morning I took my van to ******** auto parts to have it checked out because the battery light came on. They plugged it up and said the alternator needed to be replaced so I took it to Big O tires on Dixie Highway and asked them to replace the alternator. They said they would look into it and call me back with a price. They confirmed that the alternator needed to be replaced and were going to charge $1300 so I told them to make the repair. The next day I receive a text that my van was ready so I went to pick it up. When I got there the lady *******) asked me if I was having air conditioning problems. I said no. Then she asked if I was having problems with the brakes because the brake light was on, I said no and never had a brake light on. Then she asked about another light that was supposedly on and I told her there were no lights on except the battery light when I brought it in. She said ok and disappeared for about 15 minutes I'm assuming to check out the van or speak with the mechanic. She came back and said she had my van mixed up with another car concerning the lights, but they had to remove the air compressor to get to the alternator and the compressor was going bad. She said they put it back on, but there was a chance the air conditioning won't work. She gave me a quote of $1300 to fix the air conditioning.
  
  My husband called them the next day and complained because the air conditioning was working when we brought it in and now it's not. He continued to say if the compressor was bad (which it was working just fine before we brought it in) they should have called us before removing it to let us know there was a chance our air conditioning could go out if they continue with the repair. They did not call us. My husband explained that that wasn't fair because they broke it. It was working just fine when we brought it in. ****** refuses to repair what they broke free of charge and wants to charge $900 to fix it.

  

  Business Response

  Date: 06/27/2024

  This was resolved some time back to the customer satisfaction. Customer was happy with the resolution.

  Thank you, 

  Customer Answer

  Date: 06/27/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ********
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:04/16/2024

  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 had four new tires put on in October 2023. Feb, with not even 10,000 miles on the tires, I went back because they were completely bald. In Oct, they had told me that I need control arms, tech ***** was supposed to call me with the parts I needed to order since they weren’t able to order them themselves but failed to reach out. I asked them to cover the warranty on the tires because the tech failed to contact me, *****, told me it was my problem. She said they would put tires on the car if I paid again. I called corporate to file a complaint and scheduled service elsewhere to have tires put on and front-end work done. The owner called me one day before my scheduled service and told me to cancel because he was going to make it right. So, I canceled. He said he knew nothing about my car but I didn’t need control arms, just the bushings. They were supposed to order new tires and the bushings. I arrived for service on a different day, I was told they could only do the tires the bushings were never ordered. When I left this time, my car made a horrible metal on metal rubbing sound. ***** was called in after retiring at the beginning of the year because ****, said his other techs weren’t great and didn’t know what they were doing. ***** said I needed a strut. I had never had an issue with my the strut until this visit. ***** said it was fixable with a top plate so he ordered that and the correct size bushings for my car. When I took my car back again, ***** said I needed a whole new strut and they never ordered the correct bushings. I called the **** and let him know. Owner told me to bring my car to the other store and his techs will check it out. He said he'd try to locate the parts. After not hearing back I sent asked him to mail me a check for kias quote and I'd have them do it. **** called me and was very unprofessional and rude. Told me I was no longer his customer and I needed to have it fixed elsewhere and he wasn't paying for it.

  

  Business Response

  Date: 06/06/2024

  We are sorry to hear this feedback. We aim to provide excellent service to all of our customers and to help in any way we can. We hope the information provided here is helpful in understanding what happened with your vehicle at our store. In October of 2023, you purchased four tires from us. We did a front end safety inspection and found that your vehicle needed lower control arm bushings, or the complete control arms if available. Premature tire wear could occur without them, and we noted this on your invoice. We also attempted to locate parts and provided an estimate. It was discussed with us that you would try to find the parts online for less. You contacted us in March 2024 to let us know that your front tires were worn out. Our mileage reading showed the vehicle had been driven over 12,000 miles. After inspection, we found that you did need four new tires. The wear occurred because of the bad suspension parts and not being able to align the vehicle. Although tire warranties do not cover premature wear due to misalignment or suspension parts, we provided a price adjustment and installed the new tires, after your approval. We reminded you that the suspension repairs needed to be made or the issue would not be resolved. You agreed to have the vehicle looked at by another location and discuss options that would work best for your budget. We explained the service and showed you the parts that would be needed. Since the parts had to be ordered from Korea, direct shipping was not returnable. We let you know the parts could also be ordered through the dealer, but there would be additional expenses compared to ordering online. During our last inspection, our technician also noticed leaking in the right front strut. This is not unusual for a vehicle with over 130,000 miles. The average life of that part is between 75,000 and 125,000 miles. We let you know that repair was the most pressing for your vehicle. Two weeks later, you let us know that you were working with another mechanic. We suggested that you continue working with them because the most important thing is to get your vehicle repaired to guarantee long tire wear and safety. We would be happy to discuss any of your concerns, and would be happy to answer any of your questions about the services we provided. You can reach us at ***** ********* Thank you.  

  Customer Answer

  Date: 06/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The owner is not being truthful. I asked for video footage af my car in their shop and he refused to give it to me. They 100% broke my strut and then talked me into buying parts from them that they never ordered. They attempted once to order them and ordered the wrong parts I waited and waited for the correct parts to come in. The last time I went in I was told there was nothing I can do about it. The owner **** also sent me a text telling me he was going to take care of it and did not hold up to his promise. Horrible business owner and badly ran business. Scams many of customers just like myself. The only thing I'll accept is the cost of the full OEM strut that's including the coil and other parts sold separately from the strut that make the strut. He has a quote I gave him. He offered to put a Cadillac strut in but I didn't accept because it's not the part for my car. 
  
  
  
  Sincerely,
  
  
  
  *** ******

• Initial Complaint

  Date:04/26/2023

  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.

  Won a Free Oil change at a church function. Certificate read "FREE OIL CHANGE (a $36 value).
  Presented coupon upon arrival at business.
  At check out was informed it was not FREE but only a $36 discount. Not mentioned when coupon presented.
  Have also notified KY Attorney General Office.
  How can something be FREE & not free at the same time ?
  Very deceptive & misleading. Public should be made aware.

  

  Business Response

  Date: 05/26/2023

  *** **** presented a coupon that has no expiration date and we’re given out to customers at different times

  over the years and can be used for any product or service not just oil changes, most were used for oil changes

  and that why it states free oil changes. However, many cars use different types and amounts of quarts, the face

  value of the coupon states in bold letters that it has a (36.00) value and can be applied to their specific application.

  Our advertising agency made these very large 5x8 and very detailed on the conditions of the offer. 
  

  I can only assume *** **** did not present the coupon at time of check in, and the 36.00 was refunded towards

  her purchase at time of invoice. We’re sorry for any confusion this may have caused.

  **** ******