ComplaintsforBig O Tires

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint because it is deemed that Big O Tires located at ****************************************************** acted in negligence when providing service on 4/10/2021 on my 2010 ****** Carola. (Receipt Attached) I was at that location to have my brakes inspected and determine what service I needed them to perform. After a four hour wait, I find out that they had changed my oil. I explained the manager, ********************* that we had discussed the brakes. After waiting an additional period Big O Tires charged me $****** which Big O only changed the brake pads on the vehicle. The vehicle was never driven out of ********** **. I drive 2.1 miles to work each day. On a trip to ******* it was noted that the brake problem still existed over speeds of 50 miles an hour. There are no speed limits in ********** over 45 miles per hour. I immediately took the car to Express Automotive in ********** on 6/16/2022. According to the mechanic he noted that on 4/10/2021 the car needed new brake pads but should have had the rotors resurfaced. I paid Express Automotive $201.96 to perform this service. (Receipt Attached) Per both receipts per the odometer reading I drove this vehicle only **** miles between both brake services being performed.According to several mechanics that repair brakes, when a car needs new brake pads you need to also resurface or replace the rotors. Apparently putting on new brake pads against old rotors will not fix the problem with the brakes. According to them any brake service technician would have known that. I feel that Big O Tires acted in negligence in servicing my vehicle on 4/10/21. The facility did not perform the proper service and that the ****** should be fully refunded. Honestly, for a total of both receipts being $518.77 I could have not only replaced the pads but also the rotors as well. Thank you for your time and consideration. I really feel they rushed my business and did not perform the proper service on the vehicle.

  Business response

  07/05/2022

  TO WHOM IT MAY CONCERN PER ID # ********

  THIS ISSUE OCCURED OVER A YEAR AGO I DONT EVER REMEMBER THE CUSTOMER CALLING OR COMING BACK TO GET THIS ISSUE RESOLVED.IT DOES APPEAR THE CUSTOMER WENT SOMEWHER ELSE OVER TWO MONTHS LATER AND SPENT MORE MONEY AT ANOTHER LOCATION, HOWEVER BRAKES COME WITH A 6 MONTH **** MILE WARRANTY WHICH WOULD HAVE BEEN COVERED AT NO CHARGE IT IS VERY POSSIBLE TO WARP ROTORS AGAIN WITHIN A TWO MONTH PERIOD NONE THE **** IT WOULD HAVE BEEN COVERED AT NO CHARGE. THE CUSTOMERS RECIEPT SHOWS THAT NEW FRONT ROTORS AND BRAKE **** WERE REPLACED AT THE **** OF SERVICE. I DO FEEL THE NEGLIGENCE WOULD BE NOT COMING BACK TO THIS LOCATION TO HAVE THE FREE WARRANTY SERVICE PERFORMED.RECIEPT 004053-22072 SHOWS THAT THE **** AND ROTORS WERE REPLACED AND THE LABOR TO REPLACE THE PARTS. OP BRAKE PARTS ARE AN OUTSIDE PURCHASE FOR ROTORS. 

  Customer response

  08/12/2022

  I am rejecting the Big O Tires response to the complaint. 
  
  My initial concern was that Big O Tires replaced the brake pads and did not resurface the rotors. According to other brake experts, you should never replace brake pads on rotors that have ******* miles on them without resurfacing the rotors.  
  
  1) The Receipt dated 4/10/2021 from Big O Tires does not indicate that the rotors were resurfaced per the businesses response. 
  Shows replacement of pads and labor. 
  
  2) I did not return to the business (out of negligence) with my concerns as the problem was not taken care of at time of service. 
  Therefore, placing doubt on the service technicians knowledge to deal with the problem. Therefore, I contacted other brake specialists. The other 2 brake specialists advised that the rotors had not been resurfaced. And placing new pads on a non-resurfaced rotor would not have solved the brake issue. 
  
  3) If the brake pads and the brake rotors had been resurfaced at the time of service, this would have resolved the braking issue. 
  Please note, after my service with Express Automotive the car has not had the issue. 
  
  4) Desired Resolution: Refund in the amount of $316.81
  Per other brake experts (2) the service performed at Big O Tires was not sufficient to resolve the brake problem. 
  
  Had the service been performed with the adequate diagnosis of the problem, the car would not have had a continued braking issue. 
  In addition, the car was only driven **** miles between both services and under 45 miles per hour. Except when the continued problem was noted on the trip to Phoenix in which the car was driven over 50 miles per hour. 
  
  Per the two other brake experts, the service I paid for was not performed to the expectations pertaining to the mechanics of braking systems in vehicles. 
  
  Thank you for your time and effort to revisit this issue. 
  
  Sincerely, 
  
  *********************

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