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:12/08/2023

  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.

  I live in OR and have twice bought tires in *** most recently in May of 2023. On October 21 I had a blowout in OR. Since my tires are under warranty, I called Big O for direction and was told to call a local authorized dealer. The nearest Big O is 70 miles south. The authorized dealer refused to install one tire without putting on a full set. To get my tire installed and not void warranties or be required to unnecessarily purchase additional tires, we had to take my car to the location 70 miles away. The Roseburg location (store #******) explained they'd need the ** store to order the tire and ship it to OR. I was assured all was handled and my tire would be in soon. This was not the case.After multiple calls OR informed me it was out of their hands because the ** store had stopped responding. When I spoke with ** store #****** I was told theyd order the tire. They badmouthed the OR store, claimed it wasnt **s problem, and that OR was trying to double dip. On Wed., Nov. 22 at 5pm I received a call that my tire was in. Thurs. was Thanksgiving; I promised to be in asap on Fri. The OR store assured me no less than 4 times over the past month theyd get me right in. They knew I was out of town, limping on a donut, had no appointment, and had been without a tire for 4 weeks.I got to the OR store on Fri ~10:45am and had to wait 2 hrs before my car was serviced. I requested balance, rotation, and alignment. I was given an alignment printout and told that the front was really messed up. When I asked for confirmation it was fixed, I was told to come back next week. I asked about my warranty and was told it should still be good. I said I needed a definitive answer. He sighed as he said hed go check with the manager, and when he came back told me I needed to talk to *** this store put on my tire without even charging me. I should be grateful! To date there have been 17 calls to OR, 5 to *** and 5 to a national customer service line with no solution.

  Business Response

  Date: 12/11/2023

  Each Big O Tires store is individually owned, and although, part of a larger franchise organization, is responsible to provide and pay for warranty support for products and services origninally purchased at thier store to any store that is providing the warrantied product or service.  This customer purchased her **********************, alignment, and associated warranties from a Big O Tires store in ********.  The Colorado store is required to provide warranty support to any other store in the system who does warranty work.  The ****** store, which I own, never sold this customer her **********************, alignment or anyting, so never recieved any revenue for the purchase of any of these goods/services, however are happy to honor the warranty (install the warranty tires, or provide warranty service) as soon as the original store does its part.  The warranty provided by Big O (and everyone else in the industry for that matter) does not include mileage reimbursement for having to travel to an authorized location to recieve warranty service.  I have no idea why this customer filed a complaint against my store, when we were totally dependent upon the Colorado store to do thier part before we could do ours.  The Friday after Thanksgiving was our largest retail sales day of the year, and EVERY customer had approximately a two hour wait.  I'm not sure why this particiular customer feels like she deserves to be put ahead of everyone else.  When it was her turn, we did our part with a smile and at no charge.  Like SHE said, she should be grateful, we were happy to help.  We are sorry that the experience dealing with another store out of state was cumbersome, but there isn't really anything I can do about that.  

   

  ***** Boice

  Big O Tires of Roseburg, ******

  Customer Answer

  Date: 12/12/2023

  *********************, the regional representative for TBC Corp, called and on 12/11 we talked through this situation. He apologized, accepted responsibility, lamented that the communication breakdown between stores was so bad, and provided satisfactory details for next steps on addressing this issue as a learning opportunity with the store and store owner. He has also agreed to reimburse my alignment cost by ******************* for $129.99, which was emailed to him on 12/12 to be processed. 

• Initial Complaint

  Date:07/31/2023

  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.

  1/28/23 brought my jeep for tire rotation. Had to bring back cuz couldnt turn at which time they said the lift caught a part of undercarriage and instead of fixing they tore it off. The wheel well piece needs to be replaced 1.they said it was ordered 2.they said ordered somewhere else3.they have no paperwork on order to give me jeep told me they could get part in one day

  Business Response

  Date: 07/31/2023

  This customer chose to purchase over sized ********************** for her vehicle, which is a very common thing, especially among four wheel drive vehicles.  ***** times when oversized tires are installed, they rub on inner fender liners, mud flaps, etc.  A common request by the customer is to trim these plastic pieces of the vehicle to increase clearance and stop the rubbing.  This was the case in this scenario.  After the initial visit where the problem was resolved, the customer then became upset because an unnecessary piece of the vehicle had been removed.  My manager, ****, responed by saying, "no problem, we'll order a new one and replace it",  The part in question had to be ordered from the Jeep dealer.  After calling the dealerlship, **** became aware that the part was unavailable and was on national backorder.  **** called several Jeep dealerships throught the region and ordered the part from Lithia in ******* as they claimed to be able to get the part the soonest.  As time progressed in waiting for the part to arrive, the customer became more angry and rude over the situation.  Mind you, that this part makes absolutely no difference in how the vehicle functions and there is nothing we can do to make it get here any faster.  She accused us of lying to her about ordering the part as she went to the local Jeep dealer and checked and they told her that we had not placed the order.  Again, it was ordered from a different dealer ship.... as promised.  The work order that still remains in our system today shows the history of when the part was orderd, when we called to check on it, when it arrived, and both times we attempted to contact this customer to advise her that her part was in and both times receiving a message that her voicemail was full.  There isn't much more we could have done.

  Customer Answer

  Date: 08/02/2023

  The tires were simply being alligned when BigO broke the piece in question which keeps mud and debris from getting underneath. They never called as my phone records all calls and i have never had full voicemail in my life. They are making stuff up and if the part truly is in they should call me. I never ever told them to trim anything especially to tear it off and leave things rattling underneath

  Customer Answer

  Date: 08/02/2023

  The tires were simply being alligned when BigO broke the piece in question which keeps mud and debris from getting underneath. They never called as my phone records all calls and i have never had full voicemail in my life. They are making stuff up and if the part truly is in they should call me. I never ever told them to trim anything especially to tear it off and leave things rattling underneath