Big O Tires — Local services in Elizabeth

About 2 months I purchased a set of tires from them. This is a 2022 Ram 1 ton. They suggested an alignment, which I declined. Upon picking up the vehicle I was told an alignment was done but I would not be charged. I right away noticed what I thought to be a vibration, but made an assumption that I just was getting used to a new tire. I drive a significant amount and about a month later I reached out to ask if they could check to see if anything related to the alignment, tire balance or anything else might be causing a vibration. During this rough " month" and 10,000 miles the rear tires were down to the wear bars. At the time it seemed that the advisor "office guy" seemed on the defensive. He said we recommend shocks to resolve the vibration at a cost of roughly $2400. He also advised since the tires had not been rotated at the recommended 5000 miles they could not warranty them unless I agreed to the replacement of shocks, which they would replace one tire. Despite them telling me they would not help me without additional cost they also didn't bother to rotate the tires as I requested. I decided to replace the shocks on my own, NAPA parts cost was $325 and I spent a little over an hour. I soon realized that the shocks were not the issue and in fact after rotating the tires the vibration appeared to be worse. I contacted them again and they said bring it in, I declined due to trust at this point and opted to take it elsewhere. The alternative company determined that not only has the wheels been balanced incorrectly ( in one case the weights were opposite of where they should be) but that the tires were out of round so significantly that it would explain the 10,000 tire life. This was determined by a road force balancing test. I admit that Big O has no responsibility as to the manufacturing of the tires, however it would seem that the new tires were never balanced since all 4 were out of balance based on the wheel weights as well. I now resolved the problem with another company, however I did reach out one more time to see if Big O might be of assistance. Andrew, who claims to be the assistant manager said that he would put me in contact with the tire manufacturer to see if there is a credit/refund available. He and another representative (at another time) could not justify the shock replacement rate of $2000/hour, they also could not explain why it would be recommended if it wasn't required, the only explanation is that new is better. Using that logic I will be sure to buy a new truck next time the tires need replacement. Andrew did say that perhaps with approval from the manager I could get tire rotations for a period of time. Is this because they offered to charge me $2400 for nothing, or because the failed to attempt to rebalance the tire when I brought it to their attention? Regardless of how polite Andrew was, they messed up, not because the tires I purchased were bad, but how they handled what came after. For many many years auto services have a reputation of scamming customers into buying things they don't need, replacement of unnecessary parts, overcharging and not standing behind their product. It would seem that this Big O location follows that same business model. For that reason I will not be returning and I would suggest you follow suit.

Since the original post the "owner" responded in the following post, however my lengthy email was rejected on several attempts. The excuse of "black and white" has bad optics. As a company I don't blame you for a low quality tire, it the means in which you handle complaints. Your team suggested expensive work that in no way was related to the issue. When I brought the truck back to you, your team didn't bother to check wheel balance or your balancing machine is clearly out of spec. Since I cannot send this direct to the "owner", had I paid for the shocks as...

I would rate 0 if I could.

I am a newly married full time student and part time nurse that has been having trouble with big o tires Elizabeth.

Big O Tires has had my car for 2 months now and refusing to fix the transmission they ruined from a misdiagnosis. We originally took it to service street to have it looked at but the price was way out of our budget and with big o tires in Elizabeth having good reviews, my husband and I took it there. We told them what the problem was - a front axle transmission leak and my car was leaking fluid on the front right wheel which was diagnosed at Service Street in Parker. They said that wasn’t the issue at all and it was a water pump replacement needed (as well as they broke the thermostat while fixing it) and I had a bad oil change done and that caused the leaking. We got that fixed and went on our way. About a month went by and my husband and I were driving on 470 going 80mph and my car “kicked” and immediately downshifted, wouldn’t speed up and would only go 20mph. We took it back and they wanted to “make us happy” and now finally found the leak we were talking about. They supposedly fixed it and we paid again. This time as my husband was driving to pick me up from work after picking up my car from the shop, my car kicked again and downshifted, and wouldn’t speed up. We took it back and Big O tires in Elizabeth has had it since for 2 months. They had to take it to Parker transmission which at first they put a new sensor in it but it still was kicking and now Parker transmission is saying it needs a completely new transmission. We’ve been contacted Big O Tires and corporate with no response and they’re refusing to fix their mistake. They recently sold to a new owner and the newest excuse is since this happened under the old owner, they can’t do anything.

My husband and I have been sharing a car for 2 months as well as my parents helping take me to and from work and Clinicals and any other school associated things. It’s been extremely difficult getting in touch with anyone and the manager for Big O Tires is refusing to let us speak to the owner as well. I’ve paid 1500 and don’t even have my car to show for it. As a struggling newlywed and student, I’ve been trying to be patient but it’s gotten increasingly difficult as I work 12 hour shifts and have 12 hour shift Clinicals that require me to rely on others 4-5 days a week when I...

Greeted by two attentive and clean cut gentlemen. That was a great start. I was then checked right in and took a seat while I waited for my tire to be fixed from a screw in between the tread. Ugh. I immediately noticed the sitting area seemed clean, warm, and organized. The area I where I could help myself to coffee also seemed clean. Not sure why I look at those things, but it speaks volumes to me when the whole picture of a business is important to them. I also picked up really quick a third guy who addressed the people in the sitting room by name and updated all of us frequently on the status of our vehicles... that was nice. Often places like this leave you to wonder if they forgot you were there... here, I felt like it was important to them to keep you informed. I also heard one of the employees talk on the phone with a customer who had their vehicle being worked on. He was transparent about what they have done and what steps may need to come next. I also heard when a customer was checking out that his brakes were getting low. The employee was not attempting to sell him anything. Simply told him where they measure brand new, where they were at today, and where they would be when he needed to replace. Safety information given to the guy, but absolutely no pressure to buy something. Just a friendly "heads up." I felt the staff was on the same page of making sure customers were well informed, welcomed, and treated respectfully. Thank you for getting me in today and thank you for your time and attention while in your place of business. I really appreciate your fast and...