Big O Tires

When I made the appointment for an oil / filter change, I asked approximately how long it would take. The answer was around 30 minutes. I was on time for my appointment, and it was 70 minutes before I was called up to pay. I also had a coupon. They increased the price to offset my coupon. Not a positive experience.

When asking how long the wait would be I was told it would be about 15-20 min, so I just asked if it would be done in about an hour to an hour and a half since I had to head to work. When I asked this question, I was met with a very heavy sigh and eye roll from the worker helping me, making me feel very unwelcome. Previous to this visit, the workers had always been super nice though. Just not this time.

Came in for a tire rotation but my air pressure was never checked and consequently, my TPMS indicated my tire pressure was low. Recommend always checking the routine things when it comes to tire rotation. Safety should always be a top priority.

Got a coupon on line for rotation and computer wheel balance. My van drives worse after the service. However, I'm hoping with a little driving it will correct. Is it possible that my alignment will be off more with a rotation. Time will tell.

Change in management maybe, but not the best experience. Tire pressure light was on and two tires needed air. Claimed to have checked all 4 for leaks or punctures. Light came back on next day and one tire almost flat. I found a small tear. How did they miss that? Probably won't go back.

Well looks like they have taken my payment of a check out 2 times and hit my account twice. The alignment was off after paying additional to have it completed. Then had to wait additionally to have that corrected. Now I am out an additional $200 I did not authorize and paid for a service I had to drive away with incorrectly to drive back and wait to have Redone. Looks like I have to call them and figure out where my money is as well. Not what customers should have to do

Hey, I tought you fixed my name that was misspelled in your system when you figured that was wrong. It is very embarrassing that receiving an email called my name as Lara, instead of Nara. Disrepectful... Interestingly, you wrote my email addresse correctely, which is my actual name.

I called a few different tire stores to find out the price for having a tire replaced on my Pontiac. On the phone the gentleman told me it would be $70 (or so) for the tire. I asked the representative if that included everything and asked what my out the door cost would be. He gave me a number a few dollars higher. Ken Towery and Discount Tires were both around $90 so I came here. I met with a guy with a chin strap beard when I entered and explained my situation (donut on, I put new lugs on myself the night before) and he said they'd take care of me. He had to speak to another customer while I explained this and I guess it broke his train of thought. He didn't ask any information or for my keys but told me they'd take care of me. This was at about 5:20 or so. I'm not sure of the exact time but I went directly to Big O after work and I get off at 5. After waiting for about a half hour I asked the chinstrap guy if I was still in line. He told me he was. It's been a while since I've gotten a new tire (knock on wood) but I still felt like they should have taken more info and had one of the clear folder things they put the paperwork in for me so I asked a different guy if he was sure I was in line since no one took my info. He said I wasn't. I told him I've been there for an hour and I hope I'm next. He said as soon as a bay opens up I'd be in. The work was done fine, they plugged my other tire (not the one I came in for) which surprised me. I was impressed that the technician noticed the screw in the tire. Good eye. This was free which I did appreciate. Several people apologized for me having to wait. When I paid it came out to over $100. I didn't say anything because at this point it was past closing, I'd been there in the neighborhood of two hours and I just wanted to get home to let my dogs out. That's honestly what disappointed me the most. The service I received once my car was in the bay was top notch. I like that you limit the torque on the lug nuts (especially after having to replace all 5 after the baboons at Walmart tire over torqued them). The price being $100 isn't what bothered me. What bothered my is I specifically asked what my "lock, stock and barrel price would be out the door" and was told a different amount that I guess didn't include installation and disposal fees. I get that these are required but that's why I asked for the total price. If one store sells a tire for $70 and charges $30 to put it on and another store charges $80 and $10 to install it from the consumer standpoint the $80 tire is cheaper. I felt a bit bamboozled when I saw the price. That said, everyone but chinstrap was extremely professional, friendly and knowledgeable. Plus they even covered my seat with plastic which I kind of thought was funny since I'm sure they were cleaner than the inside of my car.

to charge someone $28.00 to fix a flat is ridiculous

Was treated well. But did have a problem that was handled as well as could be expected. A piece of metal was embedded in the tire. I noticed a slight thumping sound almost immediately on the drive home after the service (oil change and tire rotation). I live about 1 mile from the store. Went back to the store that afternoon and after a few test drives by mechanics the tire problem was identified. The tire was patched free of charge by mechanic.

No fun with this experience the place needs help!! Customer first!!

This was my first time at a Big O Tires, as I found a coupon for an oil change in a savings magazine. I decided to come to the location on Nicholasville Rd. The representative, who I had first come into contact with, was really courteous. Of course, when the actual service was provided, I kind of felt that I was being up-saled to. The part in question was my engine air filter. Now with engine air filters, from research, I read that they should be changed every 30k miles. The tech working on my car had brought this to my attention by going to the actual rep you helped me, instead of me directly. It kind of made me question whether this was some sort of scam or if it really needed to be changed. Regardless, I decided to have it changed because my car is well over 70k miles. Additionally, since I had the coupon for an oil change, I was all ready getting a discount anyway. My rep also quoted me around $14 for it to be changed and it came out close to $22. Better ways to make a customer feel like additional things need to be done is to allow them into the garage, to see worn parts or in this case, a used filter. This filter could have been any old filter, from any car. With great customer service, comes great transparency. Other than that, I did not encounter any other kind of suspicious selling.

Was not advised up front of additional charges for labor, warranty, and disposal.

The last two times I have had my vehicle serviced I requested my tires be balanced and rotated. They were rotated but not balanced, either time. The first time I thought I just did not see the tech put the tires in the balancer. The second time I requested a balance and a rotation I watched the entire time my vehicle was in the bay. The tires were rotated and, once again, not balanced. I have been bringing my vehicles to this store for years (as NTB and now Big O) to purchase new tires and regular maintenance. A little disappointed to not get the service I requested on my last two trips. And the request was for the tires I purchased at this location.

did not rotate tires or check pressure--light is on for pressure problem

Returned due to oil leak after getting oil changed previous weekend. Corrected the issue, oil filter was loose. Comment when leaving, "Well, it did not cost you anything". Yes, it did. I had to cancel an appt. And I lost that hour of my day that I will not get back. Remind front desk personnel that time is important and redo's are not what people want from service. All your guys were very nice and accommodating, but be careful with closing comments.

I was told the oil change would take 40 minutes. I was still waiting 1.5 hours later.

Recently had an accident where i hit the curb with my passenger front tire. Thinking it was just a flat tire, i had it towed to Big O Tires, Lowry Lane, KY. I thought i had road warranty on my tires and was told hitting a curb was not covered. In diagnosing the issue, I was told i would need some parts and such to correct issues. After 4 days, I finally got my car back. I drove it out of the parking lot and only 2 blocks up the road, and notice a "rubbing" sound. I went back to the front desk and spoke to the same gentleman that had been coordinating the work. I said you are going to have to take a road trip to hear this noise of rubbing. After the road test, he heard the noise, I took back to the shop where the mechanic said yes he needs a rear "XXXX", I said OK fix it. My question is if the mechanic knew that before releasing the car, why was it not done. Also with the damage done to the tire and such, i would think a road test to make sure all the issues were corrected would have been in order. So the next day it was corrected and again I picked it up. Driving it home i found other issues that did not seem right. Took the car back and these issues were corrected. I got my car back and drove it for several days and then notice that my head lite was out on the same side. Now i figured with the amount of damage done and the cost of fixing all this damage, one might suspect that if they had checked the car, that the impact might have caused the headlight filament to break. I have used this place for oil filters, purchased 4 new tires and satisfied with the results. I felt confident in returning my car back there for this accident, that issues would be taken care of. BUT it seems that the damage was only investigated at that spot and not investigated that other issues might have happened. I still heard off sounds coming from that side and my confidence in that ALL HAS been corrected is not 100% as it should be. I am a little disappointed in the actual care of my car at these incidents, especially that i had to return it back 2x to get issues taken care of. I put a dispute on my AE card, due to the fact of several times that i had to return the car to get issues are taken care of and the fact that I am not fully convenience that all is taken care of. I had a choice at the time of the incident of towing to Big O or to my regular mechanic. I feel now, that it was a mistake and that my mechanic would have solved all the issues, and the repairs would have been at a lower cost. I am just very disappointed in this situations.

I was disappointed that my tires did not get aligned. I was told that due to cupping of the tires which might be caused by the struts being defective or worn, they were not going to align the tires since it would be to no avail. I have had similar treatment a couple of times and am not pleased by it. The bill to repair the perhaps defective struts was over $500. Added to the recommended new tires the total cost of the repairs you wanted me to authorize was over $1000. Do you really think that I am just going to say "Oh, okay, just go ahead and fix everything'? I feel that you should have aligned the tires no matter the state of the struts, since I have an expensive contract for you to do that.

I have sold my Lexington home and as of April 1, 2019 I will be living in Somerset, Kentucky, my hometown where I was born and where I retired from teaching first grade. For that reason I bought new tires at a reputable business in Somerset this week along with the warranty and rotation package. My old set of Michelins that they took off were bought at your Lexington establishment before Big O bought it, and they had the warranty and rotation package. I was deeply disappointed in Big O when I popped one of those tires just about a year ago and the warranty did NOT cover it. I bought a new Michelin to replace the curb damaged tire and was given a small discount, not a WARRANTY coverage. At that moment Big O lost me as a customer, and it's unlikely I will ever be back. Had you honored the Michelin tire warranty I would still be in your court, but Big O failed me, in my opinion. The regional manager from Ohio was there when this occurred so he knew what he was doing. Not good.