ComplaintsforBig O Tires

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 16, I brought my SUV in for a tire rotation/balance, alignment & rotors/brake check. After I dropped my car off they called & said I did need my front rotors and brakes replaced, which I agreed to. I picked my vehicle up right at closing. My total was 750-800. I drove home and noticed my car/steering wheel shaking a little as I drove & even more when I would brake. My vehicle has never shook like that. Next morning, Jan 17, I go back into Big O & explain to them the issues I was having after I just got all this work done. They told me they'd re-check everything and see what the problem may be. A couple hours later they call and say that they didn't find anything. The gentleman said that it could take a month for my vehicle to "adjust" to all the work and to drive it with "ease". At that point he stated that my tires need to be replaced and I should look into having that done soon. Why not say that the day before when I had all this work done and I could've had it all done at the same time?? Next Day, Jan 18, Car is still shaking and driving terribly. I took it to my step dad and had him look at it. He noticed a large industrial size nail in my front tire. Hmmmm... so I guess they never seen that?? I had a "man" take my car to another Big O in New Albany at this point. The worker there said he could possibly fix the tire but I really needed to get new ones. Bought 4 new tires for $1,091. He said the alignment could be off now and to bring it back if there's still an issue. Car was still shaking a little less while driving, but still when I would brake. Today, Jan. 19, Had my friend take my car back to Big O in New Albany. Another worker said it couldn't be the alignment and sounded more like brakes and rotors, which was already replaced!! I've missed a day and a half of work and have wasted so much time dealing with an issue I didn't have prior to my initial encounter with Big O. I've been given the runaround with no resolve.

  Business response

  01/20/2023

  Hello, sorry that you are having some problems with your vehicle.  Brake pads and rotors do need a break in period for the first part of their life so that information is current.  If you are experiencing a vibration when braking, that is usually a front brake rotor that could be slightly warped.  You can not see a warped rotor with the naked eye or during the inspection process.  The vehicle would need to be taken out on the road for a test drive for 10 minutes to determine if it is a warped rotor or something else.  If it is a slight warped rotor, then we can warranty out the front brake rotors with no issue.  Every once in awhile you can get a slightly warped rotor straight out of the box even being brand new and it is an easy fix to warranty it out.  Brakes do need a break in period and not sure if 1-2 days is enough time for new brake pads and new brake rotors to break into the vehicle.  You may ask any automobile service place and they will tell you that brakes do have a break in period.  If it has been about 300-500 miles then at that point the brakes should be broken in.  If it is still having vibrations when braking after that 300-500 mile mark, then yes we can absolutely warranty replace the front brake rotors at no charge.  It does happen with brake rotors because they are a piece of metal and sometimes may not get machined perfect when being produced.  We have zero issue replacing those under warranty or if the Big O on State Street is closer they can warranty replace them as well.   Just need to make sure that the brakes are given that time frame to break in and if that time frame is reached, then either location has no problem with swapping out the new brake rotors for you.  Please feel free to contact me at the store at ************ for any questions. Thank You.

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