Big O Tires

On October 25th we purchased a used GMC 2010 Canyon from a local Kaysville resident, a few days after purchasing the truck we noticed a small coolant leak on our driveway, and we called your Big O store in Kaysville. They said they had an opening that next day, and we took the truck into your Kaysville location. We asked them to fix the leaking coolant issue, and check the brakes. A few days later we received a call that the Radiator needed to be replaced, and the front brake pads as well. On November 3rd we were told that the truck was repaired and ready. We paid $1,031.40 for the repairs. Roughly $250 for the brakes and labor (market comparable) and the rest $800 for the new radiator and labor to fix the leak. This seemed high, but we previously had great service at this location with a Jeep repair as well as some tire issues, so we decided to bring our business back to this location. We drove the truck home and parked it in the driveway. 2 days later, we noticed coolant leaking again in the driveway, and took the truck back to Big O in Kaysville. On our drive we also noticed the transmission was now having some major issues, and research showed that the coolant issues can also lead to our cause of other transmission issues. We limped the 2 miles from our home in Kaysville to the shop on main street. I told the team there that the coolant leak was worse, and now the transmission was acting up, and the truck would barely limp along. They said they would look into it. They called me later and said the transmission cap was loose and the coolant level was low. (Why this was not part of the original repair I am not sure) But now my confidence was very low in the team and their ability to fix what seemed like a minor issue to be fixed. We came back later that same day and picked up the truck, and the transmission was back to normal, and the truck seemed fine. We parked the truck in the driveway. The next day, we came out to see even more coolant leaking on my driveway. We took the truck back down to Big O in Kaysville. They took the truck back into their care, and we waited for over a week and a half, due to new parts they had to order. They said they needed new transmission lines to complete the repair. So now, we have zero confidence in the team. We are questioning was it just the lines in the beginning and should those have just been changed? Was this repair beyond what their team was capable of? Did we overpay for this job when it could have just been new or tightened transmission lines? All these questions lowered our confidence in their ability. Then this last week as they had my truck, we would call for updates, and each time we were told the parts had not yet arrived. They had the truck well over a week and a half, and other than our calls for updates, never were given a good timeframe. On Wednesday Nov 15th, they said the parts had arrived Tuesday Nov 14 and they would have it ready for Thursday. We received no call Thursday, we called Thursday, Friday and Saturday and finally on Saturday were told we could pick it up. Now it's Nov 20th, and we are watching to see if the leak has stopped. When I picked up the truck on Saturday, we had to pay an additional $339.70 for the lines, expedited shipping, etc. So a grand total of over $1100 for a coolant leak.

Overall the trust lost in these transactions is such that I do not think we will bring our vehicles back to this location. The cost seemed to be very large, for what seemed to be a small fix. Maybe this was just poor communication and expectation setting, but each time I came in, it was sticker shock, with little to no explanation of what I was getting for my $1100. Plus my truck was out of commission for almost a month. The whole reason we chose this location was the access, ability to be seen quickly, and the previous great experience we had at the Kaysville location. Not sure how this can be made right at this point, but we have lost faith in this location.

Happy to discuss more if needed.

Dan Simpson