Big O Tires

I am a long standing customer and I have noticed a recent decline i. Your customer service. I believe it may be related to a person or two in your shop. I called a few weeks ago and needed my tires checked out and described some other symptoms over the phone. The person i spoke too did not listen and seemed to want to argue about what the problem may be. Then Saturday Setpmber 30 I got up early and thought I would get to big o by 7 when you open for an oil change and tire rotatation. I have done this before as the shop is usually not busy. The person i spoke to abruptly asked if I had an appointment and I explained I did not. He stated that I would have to have an appointment since they were "slammed" and his oil change guy does not show up till 8 am. I then asked when I could get in.....he responded at 11 am. Although ideas able to get an appointment the same day.....i did not like the attitude or interaction I had with the gentleman. Just thought you should know about this as I notice a marked and stark shift in your customer service and approach. Thanks for listening. I only shared this due to your email asking for feedback. Sincerely, Mark

service writers where very friendly, service was pretty fast

I have been a long term customer over a number of years. It seems like the store is struggling with internal communication and efficiency. My new tires were installed and alignment not completed until I asked about it. This was particularly important in that I hit a pot hole that blew out a tire and bent a rim. I would recommend looking at your managers performance because it seems like there is poor coordination happening.

Used them a couple days ago to have new tires installed as well as do an alignment. The wait time was not too bad considering they were quite busy.

Service was good and not high pressure up-selling like some places. Good recommendation with substantiation.On the other hand, my driveway now has it first oil stain in 20 years... not because of leaking but because of drooling from the oil change activity.

Knowledgeable staff - good service! I'll use them again

Despite having an appointment, it took THREE HOURS for an oil change and alignment. Unfortunately, this was the time I chose to wait in the waiting area. The staff was nice enough, but they seemed extremely short-handed. Next time, Jiffy Lube would be a quicker option.

THe Big O in Monument just worked in the issue of severe tire wobble on my Jeep. Cost seems really high both this and last time I had work done (front brakes). While the work seems to be done well, the costs are - OUCH!!

Had the tires rotated on a BMW. Mechanic presented me with the rubber plugs used on the car jack points. Informed me that he could not re-install them. Did he ask the shop manager for help - Who knows. I did not have the time to discuss problem with manager but, will now have to go back to get the rubber plugs installed.

I came in on Thursday to make an appointment for new tires, mount and balance. The taller, thinner Nate (who, by the way, needs to learn how grown-ups wear pants) was behind the counter. He started to help me, then the phone rang. I told him to go ahead and answer because I had to get my paperwork out. But he was still on the phone about 10 minutes later while I was standing in front of him. In a case like that, it is better customer service for the business to put the caller on hold and attend to the person who is actually in the store. Eventually, the other Nate came out and helped me set up the appointment and put in the order for the tires. He told me the appointment would take approximately 45 minutes, so I made the appointment for the next day at 9:00am because I had another appt elsewhere at 10:20. I was told the service would take approximately 45 minutes. That may have been the case, however, I kept waiting for someone to tell me my car was ready. As it got later and later, I got up to ask what the delay was because I had to leave for my other appt. As I got up, I noticed that my car was already out in the parking lot. Apparently it had been finished but no one told me it was done. I went to counter where the taller, skinnier Nate looked around at all of the clipboards but seemed not to find mine. I pointed to one and said, "How about that one? That looks like my key." Yes it was mine. Since Nate didn't ask which car was mine,, I don't know what he was looking for, but he wasn't going to find it if he didn't know what he was looking for. I paid and left, however,... I missed my other appointment. I was seriously PISSED OFF and the taller, skinnier Nate seriously needs to get a clue.

My family has been going to the Big O in Monument for years, and most of our tires have been purchased through them. Usually I have no complaints, but my visit last weekend left me with a bill that just didn't make sense. Last November or December I had Big O give my car and oil change and rotate the tires. When my brother in law went to take my tires off to change my shocks a few weeks back, one of the lug nuts had been mechanically put on, rather than hand tightening and we nearly destroyed it trying to get it off. When we finally took it into Big O to have them remove the lug nut, they charged us $250 when they were done. $25 for parts and $224 for TWO hours of labor. $112 dollars an hour for labor is insane. I've had massive projects that took a full day to do cost me the same amount in labor. When my brother in law mentioned that it was Big O's fault we had to have the lug nut removed in the first place, the guy who was helping us said it couldn't have been them. However they were the last people to remove and replace my tires. If that's the price it'll cost me in the future to have any labor done on my car, then I won't be choosing Big O.

Took me immediately even though I walked in at 1700h.

They charged more than double for an alignment by installing an eccentric bolt, and I'm not sure they needed to. The car still pulls and the steering wheel is still off-center.

Prompt, convenient, convenient

I went in to have my tires balance and rotated. A day later I noticed two of my hubcaps were not all the way on. When I looked at all four tires three of the hubcaps were not even aligned with the valve stem.

Needed to havey snowblower tire fixed before the next snowfall - the ctew found a way, and I was ready when the blizzard arrived, clearing 11' downfall abd 3 1/2 foot drifts.

Tires wore prematurely and they would not accept my personal maintenance logs for rotations and therefore maybe purchase new tires without honoring the warranty. So I went to Les Schwab to buy tires

My wait time was less than 45 minutes.I was expecting much longer since they seemed to be busy with other vehicles.

I went into the Big O in Monument over my (hour long) lunch break on Friday 9/4 for a tire rotation and to repair a leak in a tire. After waiting for an hour I noticed that my car was sitting in the parking lot. I went to the front desk to ask how much longer it would be, to which they told me not long. 20 minutes after that, they handed me my keys and said they were finished. I am 7 months pregnant, and live 45 minutes away from Monument with dirt back roads...I do not encounter a lot of people on my commute home, nor are there any gas stations. That being said, after work on Friday, I got into my car to drive home...the low tire pressure light was on. By the time I got home, my tire was dangerously flat. Not only did my "experience" take 1.5 hours, the tires were NOT rotated and the leak was NOT patched. I am also not sure what they did to the tire (because it was apparent that they didn't fix anything) but my lug nuts are now stripped. I now get to go back over lunch again to see if they can fix the problem.

Service was quick, desk rep. was friendly.