Added on Jul 27, 2016 12:36 AM
Visited on Jul 26, 2016 4:00 PM
After several years of being a loyal customer to Big O Tires I will never bring business to them ever again. Over the course of 8yrs I have purchased three sets of Falken tires from Big O Tires today being my last. I have also referred all of my friends and family members to purchase they're tires at Big O Tires. I pushed My mother and sister in purchasing tires from Big O Tire earlier this year. Ensuring them that there prices and warranty where very competitive. I never had issues with my Falken tires until June of this year. My wife, daughter and I where on highway 101 heading to a family party when one of my rear tires lifted my Silverado off the road. Thank God I was able to control my vehicle in all that traffic, things could have gotten really nasty. After inspecting my tires, my rear passenger tire had a huge inflation as seen on the picture below. The following day I proceed to taking my vehicle along with the damaged tire to the Big O Tires on 2248 w Bell rd. Brent guided me to go back to the original location I purchased at to process a warranty claim which he insured would be covered by TPP (tire protection plan) after reviewing my receipt. The warranty was for 3 years and I was 2 1/2 months in. I went back to big O Tires on 4702 w Thunderbird to realize that location was permanently closed. However it had the location on 21029 north Cave Creek rd as the location to go to for service. I spoke to Adrian who was very helpful took notes, pictures and copy's of my original purchase. He assured everything would be processed and I would be getting a response in a week. After two weeks of no follow up, I called that location and they had no record of my visit. I was very upset, but decided to bring my business to them anyways. On July 1st I went back to 2248 w Bell rd and was once again helped by Brent. He recalled my situation and I told him what had occurred. He offered to help me out with the claim since I was just getting the run around. Again I gave them all the information requested, this time they would file a claim with the manufacture. The Falken tires had a 50,000 miles warranty through the manufacture. This time I asked for him to just go ahead and order 2 replacement tires. Which I paid a deposit for. I was told they where in stock and I would be contacted in a few days to schedule installation of my new tires. A week passed and no calls where made. I had a feeling something was wrong, I called the store back to learn these tires where on back order. Estimated time on arrival 1-2 weeks. Once again I was forced to wait. I called and left a message for Brent on July 21st regarding the status. I decided to call customer care on July 24th after I received no calls from store #4184. Veronica took all my information and said I would be contacted by tomorrow. I received a call from Joey the store owner stating he was investigating this matter. After a few hours he left me a voicemail saying he had reviewed my order, the tires were sitting at their location for a week and where sent back to the warehouse. He also mentioned my claim and that there was credit issued. Tim from that same location called earlier in the morning and said he would have the tires in by July 26th. I mentioned my concern in availability and wear with my other tires and told him to go ahead and just order the four tires. He said to go in before 4pm to have my tires installed and that they would take care of me. I got there this afternoon and had my tires installed in no time. After they pulled my truck up I inspected the new tires which looked great!! I went back inside to give them payment. Tim provided an invoice which included the labor and full original amount for all 4 tires. I asked him where my deposit and credit for the defected tire reflected. He followed by saying they will not be able to issue a credit on my defective tire because they had no history of my claim. He said my tires had no TPP. I could not believe what I was hearing. I just told him to call the owner who I though was Joey. He said there was no Joey that worked there. I could not believe it, I told him how is that possible, I talked to this Joey several times. He called his store owner whom apparently knew nothing about my situation. He instructed Tim to look at my original receipt and find the TPP. Tim said he only noticed a credit on my original receipt. I told him even if you guys don't warranty my tire with the TPP. The manufacture has a 50,000 mile warranty on the tire. He continued to talk to the store owner who he referred to as Kelly. That's when I remembered the voicemail this Joey guy left earlier that day. I pulled it up and put it on speaker for Tim to hear. The voice started " Hey Oscar Joey here at Big O Tire" and so it's goes on regarding the tires and issued credit. After he listened to the voicemail he recognized the voice as Kelley. That's when it ran through my mind these guys are just bs me. They both knew what was going on from the get go. I really wanted to blow up, but fortunately I control my self very well. I handed my card to Tim very disappointed and told him to run the charge. He kept on trying to bs me. I told him just run the card I'm already committed to these tires with you guys. He ran my card and I signed off on my receipt. As I walked out, Tim offered this coupon for free oil change. Which was a real slap in the face. I looked at him in the eye and told him don't worry about it. I'm not the type to disrespect people even if they disrespect my intelligence. This is the first complaint I have ever filed against a company. As you can see their dishonesty and customer service skills has prompted me to find the time to share my experience with others shopping for tires. Unfortunately the TPP (Tire Protection Plan) on these new tires are still under that same location. I hope these tires do perform well, to avoid going back to store #4184 and Big O Tire.
Would you recommend Big O Tires Store #4184 to others? No