Big O Tires

I was overcharged. Brought it to attention of staff. Two employees needed to fix, plus a call to supervisor. Instead of canceling initial overcharge, they decided to return the dollar amount, (which I had to clarify,) but didn’t factor in tax on higher initial charge.

Take the time to explain results of the work done. Lots of numbers regarding my alignment were on the paperwork and lots of test strips were on the fluid check card, yet none of it was explained. I’m not a mechanic that’s why I bring my vehicle to you. These findings should be explained. Absolutely NOTHING was explained. My paperwork was compiled, keys retrieved and I was sent on my way. Also, I specifically asked if they could “straighten” my steering wheel and was told they’d “try but big trucks like this have a lot of play in the steering wheel”. It was not done. I know it can be done as my previous mechanic used to do it routinely and the “play” was reduced to almost nothing. Just frustrating as I relocated and was hoping this location would be my preferred shop for the extended future.

The few people I saw in the store talking to employees about their issues did not seem very happy and it seemed like they were trying to add on services that were not necessarily needed and ridiculously expensive for what they were. I usually go to a different location but they were booked and I never hear any of that at that location and they're always booked solid. I feel at the other Big O I'm not getting nickled and dimed like this location seemed like they might be doing.

The online appointment scheduler and quote system is horrible. Yes they tell you to ask for exact price upon arrival but the number of small fees add up to a large unexpected amount. Tpms rebuild fees, valve stem, environmental stuff, tire disposal and more. The scheduler needs to be updated. Upon arrival he had no idea what tires I selected in the online quote. Also, you are a tire store. You did not put valve caps on my wheels. I know one of my old stems was leaking so I hope you actually rebuilt the stems. Last thing your tire prices are ridiculous once you add the fees. A local tire shop I get 40k tires for 350. Of course I was heading to a family party after my vehicle was done and all 7 people at the party had to listen to my rants.

Lessen the service wait time (with appointment)

If it weren’t for the guy at the front desk today, I might have never returned to Big O Tires. My husband dropped off our son’s Prius for an alignment, emissions and registration. No pricing was discussed nor options reviewed. He assumed alignment would be priced near industry standard which around here is approx $70 (with coupon). When I called to pay and prep for pickup I was told alignment was $159 and emissions was $55! What in the holy heck? Talk about sticker shock. We were expecting to pay approx $70 for alignment and $35 for emissions. I came and spoke in person to the front desk guy and he was very receptive and understanding- not at all defensive. He reduced the alignment charge to a one-time $120 and the emissions to $35 when I showed him a Jiffy Lube Coupon. I’m still irritated that after all that we forgot to get the registration sticker even though that was part of the original service order…but hey at least we felt like we weren’t totally swindled by outrageous prices…at least as much as originally quoted. Let’s hope this is a Queen Elizabeth level alignment at that price!

When I purchased 2 tires, they wanted to sell me new hubcaps. No hubcaps had ever been taken off prior to visit. When I returned home I noticed that one if my hubcaps was missing. Noone told me it was not put on. I am not happy about that.

I thought the air filter suggested was too expensive. The rep also looked at the computer to try and advise me of services I needed, not knowing I had already done those services. Didn't suggest crazy fixes. Asked where my lug nut socket was for my custom tires, but the shop that put on my new tires never asked for it. I thought that was strange that a tire shop didn't have the correct sockets. Granted they were custom, but a shop should be fully equipped, because what if I lost my socket?

Ensure that the work is fully complete and that it is not going to put your customers in danger.

The staff customer service skills