Big O Tires

Big O • Tire quality • Sales practices • Damage, errors • Auto service ---- • Sears Sells NTB to Big O Parent

Big O, with about 450 stores in 19 states, is part of TBC Corp., which calls itself the "industry's premier private brand tire marketer." We're not sure what that means but it sounds like Big O sells private-label tires at what are supposedly bargain prices.

TBC's latest acquisition is National Tire and Battery, which Sears unloaded after running it into the ground. Other brands include Carroll Tire Co., with a network of 5,000 retailers in the Southeast; Tire Kingdom, with 150 stores in the Southeast; Northern States Tire, a wholesaler in the Northeast; TBC de Mexico; and Superior Tire, a Las Vegas-area retailer.

Some recent complaints ...

Shelly of Yuma, AZ February 6, 2010

I purchased a set of tires from Big O about two years ago, and for the most part didn't have any problems. I noticed that I had a nail in one of the tires and took it in to have it removed. I really didn't like this particular store, (I purchased the tires at another store in Yuma) as the manager isn't a very nice person, but it was close to my home, and after all how much harm could come from a simple nail removal.

I dropped my truck off when they opened, about 20 minutes later I get a phone call from one of the employees letting me know that one of the tires was starting to seperate, but the "good" news was that it was still under warrenty, he explained it would cost 15.00 for the installation, and another 15.00 for the warrenty, I told him that was fine. He then went on to tell me that I needed new windshield wipers, and suggested an alignment, and new brakes, I told him that at this time it wouldn't be necessary. He said fine, and that they would call me when my truck was ready.

About 15 minutes later, I get another phone call from a different gentleman telling me that unfortunatly the tire wasn't under warrenty due to it not being road wear, but to miss alignment. I didn't understand how at one point it was under warrenty, but a few minutes later it wasn't, so I asked to speak to the manager, they told me he was busy working on another vehicle, I asked if he could call me when he got a moment, they told me ok.

About 20 minutes later I get yet another phone call, and this time they tell me that they have a special deal for me. They have a 149.00 tire that they will give me for only 100.00 to make up for their mistake. I told them that I wasn't happy with that, I wanted them to uphold what they had originally told me. They said no, that they were only relaying what their manager had told them to tell me. The same manager that had yet to call me back. I told him that I was on my way into Yuma and I would stop in to talk to them.

The managers name is Phillip, and when I get there he is instantly defensive, and basically talks down to me (much the same way I felt the prior two time I was in there) He admits to me that his associate did tell me that the tire was under warrenty, however upon further inspection of the tire they determined that in fact it wasn't road wear, but an alignment problem. And that his employee made a mistake. I still didn't understand how they could not have all their facts straight before they called me. All I wanted was for them to uphold what they had originally told me. Phillip began to get loud and offensive in his own showroom, in front of all his employees and customers, and got in my face and told me in no uncertain terms that the tire problem was MY problem not his.

At this point I realized what a bad mistake I made by going to this particular shop, I tried to get him to understand from a customer stand point, in this bad ecomomy that great customer service is any retailers bread and butter. He (Phillip) told me that if he put that new tire on my truck, and his adjustors rejected that tire then he would have to make his employee pay for that tire out of his own pocket. How awful is that? At one point he even told me that all I was doing was trying to get a brand new tire for free! I came in there to get a nail removed for heavens sake!

I am 55 years old, it is not about money. At this point it is the principal that I am standing on. I was told one thing, management didn't want to talk to me, and when thay did, it was ugly. All I wanted was for them to understand that when you tell a customer one thing, you follow through with it. If it is wrong, then you stand by your companies good name and follow through with your word. They didn't do that! Then to add insult to injury, I wanted to get out of there and I told them to give me my keys, they said that they had to take that "new" tire off my truck.

That's right, they had already put that new tire on my truck, now they were going to take it off. They were going to put the spare on it. I didn't want the spare on it, as it is a larger tire (I had put different rims and tires on it shortly after I bought it) They refused to put the original tire back on, as they claim that it is not a safe tire. They only thing that they did was put a used tire on my truck, told me that they weren't going to charge me for it, and made it sound like IU should be grateful. I am neither grateful nor happy.

Yuma residents, be forwarned, don't go tot the Big O Shop out in the foothills! I felt demeaned, embarrassed, cheated, and felt like I was being talked down to. I now have miss matched tires on my truck. I have a trip to Tuscon next week, I travel alone. I know nothing about this used tire he put on my truck.

Lee of Grand Jct, CO February 6, 2010

After I had taken my car, a1991 Geo Prizim, to Wal-Mart for tires. I was told that a Stud was broken off and they would not do the car for that reason. they suggested I take the car to Big O for the stud repair and then bring it back for tires. I then went home and called Big O to get a quote for the repair. I yook it right in. Iasked about tires then also and found that they were as much as the Wal-Mart tire and had a better warrenty than the competition. So I got tires as well.

Durring the repair, the technition had snapped another Stud off on the same wheel. Without delay I was informed of this, and I summised that sinc the other Stud was also a Clean Break that Wal-Mart was the culprate for the first Broken Stud and they didn't want to own up to their mistake so they refused to fix their mistake like an honest and accountable buisness should. David, the service rep at Big O said, "since WE were the ones to break the second stud we will replace that one free of charge. David and the Big O staff at this store were so good and honest to me that I will be a Big O customer from now on. Do Not chang a thing about your service in this store, Others could learn from you about going the extra mile for the customer.

Trudy of Cascade, CO January 2, 2010

I would 1st like to explain Im a single disabled 50 yr old and i live on a income of 650.00 mnth. So when a situation occures such as a miner (to most)tire problem its one for me that is a major beyond i could explain or have learned most dont want to hear. In the past week I have had 2 flat tires. My tires were or are in needing to be replaced. One wont hold air the went flat from a nail.

It took me all day to find a kind friend to loan me 10 dollars for the repair. I called almost every tire store on fillmore except Big O. My min ran out on my phone. So I decided to pull into Big O which by then it was a half hour befor closing. I asked what it would cost for the repair, and was rudely notified it would be 13.00. Yet the rep demeaningly said he would for 10.

Took my keys and in 10 min he came out and said that it was not fixable and he wouldnt charge me for the air.But when the employee who brought me my car when I was getting ready to leave he pointed out the wrong tire that I asked to repair. Leaving frustrated and about out gas I managed to drive my car to the next closest tire store and begged for help as they were closing. They were kind and quickly repaired my tire that indeed did have a nail.

I understand there is a a rule that tire stores have to go by and legally they cannot say they the tire is fixed and "your good to go" when they have been asked to repair a tire that indeed should be replaced. But I had and stil have to keep on going as one would say tell I can find the funds or an angel to replace these tires on my car.

This is trivial Im sure to most, but to me its pethetically overwhelming. My complaint is at least look at the tire that the costomer is asking to be repaired or state up front the liability was an issue and they will only repair GOOD tires with nails in them. Thanku for giving me the opportunity to at least vent on what has been and still is a major problem in my life right now.

Mike of DENVER, CO December 15, 2009

I took my Mustang Cobra to this store to put my Winter tires, and rims that are already mounted onto my car. I HAD taken my car there on April 24th, 2009 to have the Summer tires and rims mounted for the summer. There was no removal of the summer rims until yesterday 12/14/09 during the previous 8 months. I received a call from the store, and they said that "they" could not remove a "lug" nut from one wheel because it was on too tight. I spoke with Mr. M and he stated they might have to break the "stud" and he stated that if they did they would not charge me for the new 'stud". I reiterated that these tire stores "torque" the nuts too tight and that was the problem because I have had the same problem at "Discount Tire".

When I went to pick up my car about 3 hrs. later the sales person was charging me for the parts and the labor over and above the original order that was supposed to be 30.00 had now become 78.29. That is when the sales person told me that the employee had broken "2" studs off because the nuts had been installed too tight. I refused to pay for this charge because they were directly at fault for the breaking of the studs per their own statements. After having a rather heated discussion with the sales person I told him to just run my credit card so that I could leave. I have no problem with paying for the switching the tires and rims as originally I took the car there for.I belive that ther attempt to charge me for their employee mistakes is another example of bad business, and poor customer service. Also the mistrust that we consumers have in companies such as this is a prime example of why certain companies are a failure.

The salesman removed the original charges for the "LABOR?" to replace the studs, but would not budge an inch on the replaced studs that they had to replace because of their lack of care for customer's cars, and the customer in general. There fore I had to pay for the new studs before the gentleman would give me my keys to my car so that I could leave.

Karen of Aurora, CO December 13, 2009

We were told that we needed to replace our lower ball joints ASAP; that they were in terrible condition and our safety was in danger. We have had two seperate mechanics look at them since and they both agreed there is nothing wrong with the lower ball joints.

JL of San Diego, CA December 1, 2009

2 years ago I bought 4 tires for my 01 T Tundra, In March of 09 returning from at trip a back tire blew up, In November 09 one other tire starting to grow a bubble. I was treated as though all these problems with my tires were my fault. The Manager was ready to sell me more tires but did not bother to find out as to why the tires were going bad. I am investigating my self. He stated that he could not do anything so I went to another shop to get better services. While I was there another person had just returned his car because there was a grinding noise coming from the front tire. He had brakes put in on the back not in the front. He found out that they did not install the front tires corretly when they rotated them. I do not recomend any one from purchasing anything from them or from any other Big O tires.

MICHAEL of mesa, AZ November 19, 2009

We've purchased four tires for our RV. We've had three blowouts while being on vacation. These incidents occurred within one yr. of purchase. We submitted two different claims. Both times we had damage to RV. Big O Tires says that it's not their responsibility and that it's manufacture defect. One has been taken care of. The latest claim has been a hassle. Getting Big O Tires to do their end of paperwork has been a headache. Either they misplace paperwork, they have trouble with postman pick-up or avoid my calls.

I went down to Big O Tires and spoke to Rich. His words were "they don't pay me enough to deal with this". He gives me two other names to contact (Gabe; owner and Craig) Their response was "what do you want us to do about it?". We have always taken four of our vehicles for tire purchases. No longer will we do any business with them. They make enough money to take our money, but not to deal with us when we have problems with cheap and dangerous products that they sell. Tires can be replaced but not our family. It's put us in a very scary situation. On top of our past experiences, we didn't expect to get such bad attitude with manager/owners. If that's how they deal with everyone, they will continue to lose good and faithful customers like myself. I will make sure to share our negative experiences with others. I would hate to find out that others were hurt because of another blowout.

Peter of Fremont, CA November 13, 2009

I am done with Big-O tires and their services, their warantee promise...Like being cheated. I used to purchase 4 big-o tires and it only ran to 29200ml two tires failed to service. They argued that the wheel alignment was bad. So I replaced with 4 40,000ml tires and also did a wheel alignment there. I also did rotations regularly. Now I got to 24,000 ml and I asked to rotate tires and check for a flat tire (some slow leaking, seems quite common in big-o tires at least to my experience)---I was told that one tire has excessive wear and refused to do the service, suggesting to replace the one tire and quoted 97 dollars! I asked what is about the warrantee? They told me that I did not do wheel alignment every 6,000 miles and that voids my warrantee! S**tttt! Who does wheel alignment every 6,000 miles? I won't do it even if somebody offers free alignment. If it is 15,000 miles (AS-NEEDED by checking for signs of uneven wear) I would agree. I actually did one tire rotation in their stores and asked for checking--nothing was wrong. Here is my bloody conclusion: Warrantee is such a lie, especially in Big-O tire store. Big-O tires are very bad. They are easy to wear; easy to catch a nail; easy to have small leaks; easy to blow up when hitting rough object, such as a rock. Big-O tire service is bad; their free rotation service is really for opening chance to make more money.

Chris of Albuquerque, NM November 9, 2009

Labor Day weekend I was back home with family and friends. After I returned back to work after labor day weekend, I told the manager that October 23rd through November 1st, I would be going back home. So I turned in plenty of notice. On October 8th I was given the ok to take the time off. So I made reservations back home as well as arangements as I bought a truck and was going back to get it, and bring it back to here. On Thursday October 22nd, I was informed by the Co Owner that she wanted me back by Tuesday the 27th. Now when I was back home I ran into lots of problems. I had a death in the family that I needed to be with, and as well as getting the truck going. Told them I would be back for work on November 2nd. Now I informed my manager that what all happen and a death happen while I was back. I contacted by text message on Monday about this as I found out on Sunday October 25th.

On October 30th I get 5 text messages stating that after so many conversations with the Owner and Co Owner that it would be best in my interest to just stay in Wisconsin as we no longer are giving you any hours. So basically thats when they fired me. So with all the stress going on with the death and issues back home I was to stressed out to make the 1450 mile drive back to here, so I got a last minute flight on Sunday November 1st. On November 5th I went down to Big O Tires to pick up my last paycheck as well as my toolbox and used tires, and as I pulled up to the garage i noticed my lockable tool box was pried into and tools were taken.(have pictures for proof) I talked to the service writer manager as well as my own manager and they both had no clue to what happen. My manager still has not called me to discuss this manner, as he text messaged me and said that on Tuesday and Wednesday when he was over there never noticed it broken into. I had a police report made. So not only being fired while being out on a death in the family, my tool box broken into, and to much stress to not to be able to drive back has cost me alot. Also when working for this company i was scheduled so many hours and I was always or almost always sent home early.

After making a 40 min drive to work each way. I was scheduled to work wednesday-saturday, with about 35 hrs per week down to 3 days a week tuesday,thursday,saturday. with hours being cut badly. This place was full of promises about giving me hours, just as the conversation that came up after I get back from my trip I would be given more hours. Which never happen cuz she fired me while I was away. They also made me write up services that were not needed on vehicles and said at least each vehicle is required for some type of service. So it was either write up a service rec. or have no job. Told me they need to keep their numbers up. So this place was a total rip off since day one of starting there in april of 2009. I also got injured on the job, which happen the day after I got back from being gone labor day weekend. Someone thought it would be funny to put fresh oil on the yellow ramps going to the lube rack which you walk on to walk up to the vehicle, went to step up and lost my footing, and down I went, hitting my back area, my knee on the hard concrete, and hitting my shoulder on the rack itself. I went to the Co Owner to let her know about my fall, and figured she would at least write up a accident file, but never did.

Also 3 weeks prior to my leaving to go back home on October 23rd someone requested to have the 26th and 27th off cuz he was getting married, and of course they allowed that. But now because of this guy turning in about getting married then all of a sudden they are saying now I have to be back earlier because of this. Which no way in possible I could make it back that soon. I have never seen such a place that liked to take customers for granted.

Tanya of Aurora, CO October 23, 2009

Oct 09, 2009; 4:00 pm; I took my Blazer to have my tires switched and mounted at Big O Tires. We put my tires in my boyfriend’s truck because my Blazer is small and the tires were very dirty. Two hours later we receive a call saying my Blazer was ready. Chris said he forgot to ask us if we wanted the old tires back; so he put them in my blazer. He put the filthy, greasy tires on my seats with no protection. He offered to help us take them out; which he should have done himself and not us. When we were done, I had to start my truck twice; I don’t recall having to start my truck twice in the past.

I put the truck in gear and started to drive off. My truck struggled. I barely made it across traffic. My top speed was 20 mph. I flashed my lights to get my boyfriend to stop and pull over; I told him my truck is running horribly and my Service Engine Light is on. He followed me home. I did not return to Big O, because I knew something was seriously wrong and Big O Tires also closed at 7:00. I did not want to leave my truck in their hands nor in their parking lot.

The next morning Oct 10, James followed me to Jim Pair. My truck showed no changes it ran poorly again 20 mph. We dropped off my truck to Jim Paris I did not tell him the whole story about getting tires. All I told him was the check engine light was on and I wasn’t getting any power/gas. I wanted to see what he had to say first to see if the truck just went crazy. In about 15 minutes Paul from Jim Paris called and asked me who did your tune up? I told him no one; I don’t need one. He said someone has been messing with your truck; wires & sparks plugs have been yanked & pulled out then replaced backwards. Paul was amazed how I even drove it; never the less, started it.

My boyfriend and I were questioning ourselves how Big O (Chris) was ratting and raving about how they (Big O) do engine work now and they had several Blazers in for repair and the book called for 6 hours and they could fix it in 4 hours. He kept talking about repairs….

My boyfriend and I went to Big O and asked who worked on the truck. No one answered. We told Chris what was going, and then all of a sudden the guy who worked on it said “oh I noticed that it was running rough”. He denied that he went under the hood. I told Chris to call Paul at Jim Paris; which he did. Chris denied that anyone opened the hood. We went home and waited for Jim Pairs to call. Paul called and said it was evident that someone tampered with the truck and there was so much damage that it’s going to cost me more money than previously quoted. Later Paul called and said the truck was ready. We pick up the truck and went straight to Big O. The manager had left for the day so we gave a copy of the work order to a worker. He said he would give it to the manager on Monday, Oct 12th.

On Sunday, Oct 11th, my service engine light appears and the truck still isn’t running right. I have missed time from work and might suffer more cost to have them (Jim Paris) see what’s wrong now. I have to wait until Oct, 17 to bring my car in because I can’t get off work. This whole ordeal is very stressful.

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