ComplaintsforBig O Tires

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday may 26 2022 I went to big o tire ********* to purchase and love new tires on my vehicle. I was later told that the mechanic had broke a lug nut which made removing the tire difficult. I was told that an alternative method would be used remove the lug nut. I was told minimal damage would be done. But what was supposed to be a 45 min tire job turned into a 3-4 hour ordeal which ultimately left me with a completely destroyed rim which is still wielded to my vehicle. I reached out to big o who refuses to take responsibility for their actions.

  Business response

  05/31/2022

  Customer came in last Thursday with his Jeep while performing our basic tire install we went ahead and removed the lugs off of the vehicle.when removing the lug nuts on of lugs broke off (seen in picture above. Immediately advised customer of what had happened and customer still wanted to try our hardest to get broken lug nut removed. We advised the customer ahead of time since there no clearence between wheel hole and lug nut it will def mess up wheel and not 100 percent we would even be able to get it off. Customer wanted us to try anyway knowing there would be damage to wheel in our attempt to remove lug nut. I our efforts could not get wheel off so he said he would take it to last place that touched it which was American tires. I feel like we are not ones to blame for this incident since we made customer aware of what was going to happen.

  Customer response

  06/02/2022

   
  Complaint: 17294346
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  The problem/ damage occurred at your location. I took the advice from your professionaltech who Im assuming knows the difference between a Jeep and a Ford. 
  
  
  When I was informed about the lug nut I was told that the biggest mechanic had to stand on a breaker bar in the attempt to remove the lug nut that doesnt seem like proper procedure and a bit extreme. 
  
  
  Your PROFESSIONAL tech assured me the only way to get the tire off was to drill out the stud and once the tire was removed the stud would be replaced neither was completed. 
  
  
  At the end of the ordeal I was clearly upset. Your cashier Threatened labor cost because I refused to pay for a tire which was not on my vehicle. 

  Business response

  06/03/2022

  we disclosed to customer exactely what will happen and he insisted on trying to remove lug nut anyway. I feel that the customer was well aware of situation and we should have no fault in this matter. 

  Customer response

  06/05/2022

   
  Complaint: 17294346
  
  I am rejecting this response because: I was advised that there Would be potential minor damage to the wheel in the process of removing the Lugnut but that they Would be able to replace the stud effectively Nullifying any damage Done in the process of removing the lug. I would have not Inform them to proceed if I was adequately informed that my my rim could be completely damage in the process. 
  
  This situation has came about because your shop broke a lug nut on my vehicle by having you mechanics jump on a breaker bar to free a lug nut. I would like to have left your shop with my vehicle in the same condition I dropped it off in. Please make this right 

  
  Sincerely,
  
  ***********************

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