Big O Tires

To be submitted to 4 local news channels and BBB History of maintenance issues with Big O starting in December. Visit 1 - December 8th, 2017 - The dual heater module was not working properly, so to be safe during the cold months, I took it to Big O Tires (701 N Mustang Rd Mustang, OK) and requested a new thermostat, coolant flush and oil change. After replacing the thermostat, the mechanic mis-threaded and broke the thermostat cap bolt off into the water pump rendering the pump inoperable. They claimed the bolt was aged, then proceeded to charge me for a replacement water pump and labor installation until I filed a complaint on their Big O Tires website. During this same visit, the mechanic placed an oil change sticker on the windshield. However, oil change as was not performed. Because of this oversight, I was running the truck on low oil levels and old oil approximately 2 weeks before noticing more engine problems. On January 8th, 2018 the manager, Justin Brodrick, (no longer employed with Big O Tires) refunded the price of the 1st water pump installed and the cost of the labor totaling $246.00 Visit 2 - January 12th, 2018 - While driving to work my coolant warning light came on briefly. I pulled over to see if I lost a fan belt and found it was working properly. I squeezed the top heater hose, it was then that I heard and felt ice crushing and realized there was no antifreeze circulation. I then took the truck to Big O Tires (Mustang, OK) and they confirmed what I had found, stating the reservoir was dry and the new water pump had a leak/defective gasket. The manager replaced the defective water pump for the second time free of charge. January 13, 2018 - After they had installed the second new water pump free of charge and the truck was ready, my wife and I went to Big O Tires (Mustang, OK) to pick up the truck. Upon starting the truck, a cloud of smoke came out of the exhaust. As my wife was driving behind me after we left Big O Tires (Mustang, OK), she stated the exhaust was smoking and dripping fluid. I stopped to inspect it and found antifreeze in the tail pipe. By this time of day, Big O Tires (Mustang, OK) was already closed therefore I had to wait for them to reopen on Monday, January 15, 2018. Visit 3 - January 15, 2018 - The truck continued to produce a large cloud of exhaust as I returned it back to Big O Tires (Mustang, OK). I stated to Robert Wheeler, the assistant manager, that they likely cracked the header and/or ruined the engine. (It was at this visit that Robert informed me that the previous manager, Justin Brodrick, was no longer working for Big O Tires.) After their diagnostics check, they stated that the check did not fail. Next, they wanted to push some type of crack sealant through the engine as a "�band-aid' fix. They also stated they found antifreeze in the oil pan. After a deep conversation with the Big O Tires corporate manager, Troy (Cellular # 1 405 627-1329), he agreed to file a claim with their insurance company to cover the damages incurred by the mechanics who had worked on the truck at the shop in Mustang. Troy also stated they have had various other issues within this shop and had to have previous employees removed. I told Troy that I wanted Bob Moore GMC (Oklahoma City, OK) to check the vehicle and make the repairs. He stated it would take some time with the insurance company but I should be getting calls within a week or two and that I would be able to choose where to get the truck repaired. I told Troy that I was very positive that as a result of all of the damage to the truck caused by the Big O Tire mechanics, they likely had cracked the header and it might be cheaper to replace the engine. The antifreeze leaked through the engine and there is no telling the total extent of harm this did to the engine. The damages incurred likely destroyed the engine and I want the same engine in the truck On February 5th, 2018, I received a denial letter stating that Mfa Petroleum Company (Big O Tire

All good

Store refused to accept my 100% DAV state tax exempt card.Took my business somewhere else and will file a report with the Oklahoma Tax Commission about this illegal act.

I had tires rotated and it was done in a timely manner. They also advised the need to replace shocks and struts, but said it wasn't necessary to do it immediately, so I appreciated not being forced into a costly repair.

I went in to get a flat fixed, was told it couldn't be fixed. So I told them just put the tire back on so I can decide what I wanted to do. On my way back home, I had a different tire go completely flat.. I realized that my valve stem had been loosened. I will never go back and will tell as many people as I can to never go there. Not since they like to sabotage cars putting people in danger..

The only problem I encountered while I was there was the cold waiting area! They told me the heater wasn't working!

I have always done business with Big O Tires and this is the worst experience I've ever had. I had 4 tires put on one of my trucks and although a quote had been written it took the service guy forever to find it in the system even though I told him the date and time I got the quote and which vehicle it was on. I was told that the alignment was out a bit and shown a schematic of the caster/camber values. I asked if the values would be brought back in closer and was told yet. After the alignment I was shown the updated schematic which did not bring the values in closer on the ones that were green and was told it was because they were green. This is not my first alignment but I guess your technician can only work within the red. When I got in my vehicle to leave I checked my tire pressure and there was a variance within all 4 tires of 8-10 lbs. I went back in and told the gentleman and he told me that it's because I hadn't driven the 16 miles needed for the sensors to read the pressure. This is not my first set of tires on this vehicle or any of my other vehicles but this is the first time I've ever heard that statement. I'm sure that the engineers that designed the sensors DID NOT design them to read 16 miles later or my IDC would not notify me when I had a tire going down.........after 16 miles I would assume the tire would have potential to be completely flat and ruined! I left and went next door to pick up a package and when I got back into the vehicle I noticed that there were cut/scratches deep into the paint around and below the gas fill portion of the body of the vehicle and on the drivers door. I went back to the Big O Tire store and told the, I'm assuming manager, that I had some damage on my vehicle that was not there prior to the service. I had the vehicle washed just a day before and the scratches/cuts into the paint were deep and also fresh. There was dust on the vehicle were they drove it around the building and the scratches were very visible since the scratch was past the primer and down to the sheet metal. The manager took pictures and a statement, gave me a copy, and told me someone from the corporate office would be contacting me. That was Thursday, March 22, 2018. I called the store on Tuesday, March 27 and told the manager that I had not heard from anyone but I had a vibration in my tires at 70 mph and needed to speak to someone before I took the vehicle back into the store. I also asked him why my invoice did not reference the vehicle that the tires were put on. I have more than one truck and have different tires on each. I like to keep the same tires on the vehicles and this helps me know when I purchased tires and which ones. He said that it should have had the vehicle on the invoice but he didn't know how to fix it. I told him I needed it fixed so I asked if he could call someone to help him figure it out. He said the area manager was there at the store and he would ask him and call me back. He did call me back and their fix was that they could not redo the invoice but could make some sort of reference in the system referencing the invoice number. That give me little confidence that I'll be able to retrieve my information for this vehicle in the future. He also gave me a corporate number to call about the damage but I could not reach a "live" person at nor could I leave a message for anyone. I tried several times and could not reach anyone. I called him back to let him know this and he said all he could do is email someone. I received a phone call from a gentlemen, named Watkins or maybe the last name was Watkins, I was driving at the time, in which he said he had a message to call or asked if I had tried to call the corporate office. I explained the entire situation and he told me that "Troy's" boss would be calling me later that evening. I have not heard from anyone since then. I would like my damaged vehicle taken care of so please have someone from your organization contact me (405) 203-0146. Thanks.

I'll be back.

Went in and was told that my truck would be ready thursday night. I had said I would pick it up Friday morning. When I called Friday morning they had not even started my truck. So I was then told it would be ready in the afternoon. This was a huge issue since me and my fiance only have 2 vehicles so I had to use her car to get to work meaning she had to walk over a mile in the below 10 degree weather home. I paid for the work and things they said they needed to do. So I could pick it up in the morning and drove it to work. I THEN get a call at 5 at night saying they need to get more parts and do more work and I have to pay more than what they had quoted me at. I NEED my truck running so I sell things so we can pay for it. I am told it will be ready first thing Saturday morning low and behold it is not and my fiance has to have our oldest take her up there and pick my truck up around 2 in the afternoon. So customer service sucks here. The guy Robert that lied to me 3 times about when my truck would be ready, and the team's lack of knowledge about what they were needing when quoting a vehicle is why I will never go back and have already been telling people not to go there. Even the guy that was picking up a vehicle before me told me that he wasn't happy with the speed of service was a few hours for so a patch job when they had told him different. I feel bad for you because I have worked 15 years of retail and have never had to deal with a survey like this. Between this and past issues with this place even under different management I won't be going back to any of your locations.

I was treated with respect and made to feel as if they appreciated my business. Things were recommended that I did not anticipate, but there was no pressure to follow through. I appreciate that.

I've been doing business with Big O for over 30 years, I was charged for labor on a defective tire. Lol I asked why I received a smart ass answer .

Have always liked our results from tires to oil changes. Big O is the first place we go!

Your guys went through all my storage areas in my truck to find my tire lock. They could have asked. Then they didn't even put it away. I'll pass next time.

I have bought several sets of tires from Big O Tires and I am pleased with how well the store keeps me up to date with rotations and if I need a repair they strive to get me in and out in a timely manner even when they are slammed.

Car still smelled of exhaust/ oil. Cannot sit at a light with air on as it fills the interior with the smell causing both headache and nausea for me and my children. Very disappointing again at this. At least the shimmy in the tires was fixed.

Big O always has done a great job on any of the 3 cars we have brought there for service. They stand behind their work and are so professional in the way they do business. They are very accomodating and the best part is, they are very affordable. We hated it when Hibdon moved in, they don't fit here. We will always use Big O. Thanks guys!

My rims were damaged during my tires being put on. They did not do the walk around with me before the service documented damage on a separate sheet of paper said it was prior to. Communication with manager has been great and I am now waiting to see what they will assist me with getting my rims fixed.

They gave me a good price and installed in a timely manner.

I spent about two and a half hours waiting on 3 tires that should have easily taken 45-minutes to an hour. While I was waiting, I heard the store manager griping and swearing about his inept help, complaining about being prevented from disciplining them and listened to a customer come in and complain about the cost of the work that was done on his daughters car. After he left, the assistant store manager made some tacky remarks out loud about the man's ethnicity. Overall, it was an underwhelming experience. All that was said to me when I left was "sorry 'bout the wait" which prompted me to think (but not say), "well I certainly won't be guilty of coming here again". But I won't.

jebediah very courteous. I had to go back and exchange tires as the ones I got originally (Nitto) made for a rough ride. Went with the Bridgestone Dueler. Great tires and smooth ride.