Big O Tires

My husband brought my 2019 Subaru Forester in on Monday to have the tires switched. What should have been a routine service turned into an extremely disappointing and costly experience. When the work was completed, we were initially told that two lug nut studs had cross threaded they used an impact wrench to remove the lug nuts in the first place which could easily cause the cross threading from initial pressure or being taken off at an angle. After inspecting the vehicle ourselves, it became clear that every lug stud had been cross threaded. Rather than taking responsibility for the damage that occurred during the service, the staff repeatedly insisted that they were not at fault. Ironically, throughout every conversation, they continually emphasized that Subaru lug studs are well known for being easy to cross thread. If they are aware of this common issue, then they should also be aware of the proper procedures required to prevent it. Lug nuts should be started by hand for several turns before any tools are used, and the final torque specification for this vehicle is 89 ft-lbs. These precautions exist for a reason. Failing to follow them can easily result in damaged studs. I first spoke with David, who repeatedly gave the same explanation without addressing any of my concerns. I then spoke with Micah in person and requested to review the security footage so I could see how my vehicle had been handled. Instead of taking my request seriously, he chuckled , answered the phone to help another customer, then returned and asked if I wanted to schedule an appointment to have the damage repaired. I found that response incredibly dismissive and unprofessional. To make matters worse, I was quoted approximately $90 per stud to repair damage that occurred while my vehicle was in their care, bringing the estimated repair cost to nearly $1,800 for every lug nut stud . Fortunately, I have the knowledge and ability to replace the studs myself, so I am only spending around $100 on parts. Most customers would not be in that position and would be forced to pay an enormous repair bill for something they did not cause. I have documented everything, including photographs of the damaged studs and records of my conversations with the staff. What is most upsetting is not simply that the damage occurred, mistakes can happen in any business. What is unacceptable is the complete refusal to acknowledge the possibility that it happened during their service, the dismissive treatment I received when I asked reasonable questions, and the expectation that I should pay to correct the damage. I have never experienced such poor customer service. A reputable business stands behind its work, accepts responsibility when mistakes are made, and works toward a fair resolution. Instead, I was met with denial, repeated excuses, and a complete lack of accountability. Because of this experience, I cannot recommend this shop to anyone, especially Subaru owners. I will be sharing my experience anywhere I can in the hope that other customers do not find themselves facing the same unnecessary expense and frustration. Would give no star if possible.

It is always so easy and effortless to get things done at Big O. I've been getting my tires from them for years. Today was a regular tire rotation. They were able to do it right away and upon completion told me they had found a problem with the struts in the front of the car and a gave me full estimate for repairs. All of this was done with no cost to me. I will be an all-time Big O customer.

Had a screw in my tire. Easily scheduled an appointment the next morning. Before I could even finish my free cup of coffee, my name was called and my truck was ready to go free of charge! Staff are knowledgeable and professional. When the time comes to replace my tires, I will be coming back to Big O Tires in Nampa, Idaho off of Caldwell Blvd.

I've always had great service here, even when it was All Automotive. I hate car issues because I don't know enough about them and have been taken advantage of by different mechanics in the past, but not the issue here. They made my total loss vehicle drivable again same day, and in the past (with a different vehicle) they even recommended I take my car somewhere else (they told me where) because it needed something they didn't do very often and it would be much cheaper to take it somewhere that specialized in that. That honesty and customer service is why they're always my first choice.

Jordan. Was very helpful the day before. And the day of my new tires on my Volkswagen. Very professional. Let me know what other things need to be worked on. I believe he is a very strong asset to your company. We will be back