Big O Tires

They took two hours to do an oil change after saying it would take less than one hour. didn't have adequate staff on hand to get the job done, even though I had an appointment ahead of time. I also had to come out and check with them after more than an hour had passed and they had just left me in the waiting room.

Tai Do was great at letting me know what was wrong and coming up with a cost effective solution. Very upfront and honest.

I had the most horrible experience! I arrived 15 minutes prior to my 11am appointment. I waited in line because there was only one person serving customers. He was on the phone most of the time. Others were walking in and out and ignoring the line. I was checked in at 10:59am. I waited outside. My car did not get pulled into the service bay till 11:53am. The techs were all going to the next door store for snacks at multiple times and over and over. The tech servicing my car was eating during the time he was servicing my car! I would have thought that eating while working is not allowed and eating doritos/chips in the service area would nit be allowed. My car was pulled out at close to 1pm. I had waited almost 2 hours for just an oil change! When I checked in, I asked to have my tires rotated and the tire pressure on all 4 tires checked and corrected. All this was not done despite the rep. at the counter telling me, no problem, it would be done. I was asked to come and pay. I asked if my tires were rotated and that I noticed that the tech had not done so, and they stated no, and I was asked to wait again while the tech pulled the car back in to rotate the tires. Then, he pulled the car out. The tire pressure had not been checked and corrected! I brought this up and they pulled the car back into the service bay to check and correct the tire pressure. As far as I know, it is required by law that tire pressure be checked and corrected. This was not done. And, this is a tire shop which should understand the importance of getting tire pressure checked and corrected! I was very frustrated and I paid and left the store. On the way home as I was driving, I heard a loud noise coming suddenly from the bottom of my car. I had to pull over in heavy traffic. My car was undrivable. I checked under my car and the metal/aluminum splash guard was hanging on the road and scraping against the tarmac! It had not been screwed back on after being removed for the oil change! I pulled the car into a side street off the main road and then very slowly drove it to a nearby shell station. The metal scraping and making a loud noise as I drove the car very slowly. I called the store and spoke to the Manager Greg (or Gary?) and I told him angrily what had just happened and that the metal was hanging beneath my car. I asked that he send someone or come himself to fix the thing back on. He said I would have to drive the car back to the shop or call AAA or find another mechanic shop nearby to have my car checked. I was very frustrated. I turned on my hazard lights and drove my car at 25mph in heavy traffic back to the shop with the metal splash guard scraping on the road the whole way back to the shop. I was very angry and frustrated. A tech saw me coming and said he would look at the bottom of my car and fix what was wrong. He said all Managers were gone for the day. I then saw Greg/Gary and spoke to him. Hr came over and inspected the bottom of my car as it was pulled up in the service bay and raised up. The metal/aluminum splash guard was hanging and severely damaged and missing screws. Greg/Gary said he would order a new one and get the whole thing replaced for me. He took my number and when I said I would contact Big O Tires corporate office to report my horrible experience, he said he would have a District Manager call me. I left the store after the metal splash guard was temporarily screwed back on. I was told I would get a call when the new one arrived from the dealership. I got home at 3pm! (when I had a 11am oil change appointment!). I was very upset and angry. As of now, it has been one week and I have only received a call/voicemail from Greg/Gary saying my part was due to arrive on Monday and he would call me back once it arrived. I never heard from a District Manager as I was told I would! It is Tuesday night tonight as I am typing this and Greg/Gary has not called me back yet. I am still waiting for the new splash guard to arrive so that I can go

Communication, Service, Time for attending

The gentleman who arrived before me was quoted a 2.5 hour wait time. I though was never given an estimate of time needed, and was never offered a choice to utilize any courtesy shuttle service. In the end it took over 5 hours to complete a simple conventional oil change. The only communication from staff came around the 4 hour mark when I was told that my vehicle would be serviced next, to which (2) additional vehicles were then serviced before mine. At no time during my stay was I offered any remedy or compensatory relief for time and/or extreme inconvenience. I'm very disappointed with my experience and don't plan on returning anytime soon.

Good price, trust of not getting unnecessary work.

The person who did the tire rotation on my truck did not know what he was doing he told me that they could not do the tire balance check because they didn't have the correct tool for my rims. When I bought my tires a year ago they did also when he was finished he did not check the air in my tires I had to tell the sales person in the office that I needed to have the air pressure checked on my tires and this was all should have been done when my truck was on the rack not after they delivered it to me outside. The person who did the rotation on my truck was Really Really Slow it was like he didn't care or he was on drugs. I don't know if I will bring my truck to Big O for service ever again.

The technician/mechanic was very kind and put everything back and personally talked with me about the vehicle and tires. I also appreciated the Groupon discount. Finally, I was very happy to get the tires I wanted even though they had to come from another location. If I had one issue it was that the online system didn’t keep an inventory of tires so I had to wait an extra day to get the tires

This was a nightmare. I've never seen such incompetence and complete lack of experience. Took them 4 hours of fiddling to replace two tires on my car. The kid they had on the job was very rude, lazy and had no idea what he was doing. He was wasting time, blasting very loud music, going on an 90 minutes lunch break in the middle of the job leaving me standing in the cold for hours watching him fiddle with tires failing in putting it on the rim with the execute that it's too big (I bought a couple of 22s for my Fisker Karma). At the end they damaged my car, wasted my time, over charged me (I ended up paying $589 even though the quote was much cheaper on the website) and I had a cold from standing out for over 4 hours. People who were also existing all were complaining to each other and some vocalized that this Kenmotsu acceptable

The sales person was good however I waited in the lounge and he never told me it was completed. I waited there an extra 45 minuts

With an appointment and Waiting for an hour. To get service. Give an instruction what need to fix .found out that was not fix the alignment . It's was doing in a hurry just to get the costumer out the service.or out the shop.

Service was communicated well.

Customer service and skilled technicians are always stellar at Big O. They've really taken care of me and my car since I arrived in a new location.

I lived in Redwood City and loved being a customer at the RWC location. We moved to Mountain View and were so happy to learn there is a location right up the street. Thrilled with the service and wonderful employees. I'll miss the RWC employees but am feeling so lucky to be in such good hands here in Mountain View. THANK YOU!!!!

The staff at front desk was very respectful and professional. I'm grateful I got my car back in a timely manner.

Michael was professional, and treated us well. Service was quick as well.