Big Brand Tire & Service

"Edit: The situation was taken care of and warrantied out in a timely manner. I have the displeasure of writing this review after trying to get my issue resolved with multiple people. My family and I had been going to Elder Auto for at least a decade before they sold to Big Brand, which is where a majority of the good reviews came from. We stopped going when we noticed things going down hill, as they usually do when corporate gets involved. The last time I took my car in, I got my front brakes done. The first thing I noticed was that my brakes were squeaky immediately after being changed. I don’t put very many miles on my car because I typically live close to where I work. This service was done back in October of 2023. Normally, I would never complain about something from that long ago but I had some unfortunate news today. Upon inspection from another mechanic at South Birch Automotive (they’re great), I discovered the brakes were installed with, “the wrong size rotor, the shims on the brake pads were improperly installed, and brake lines were twisted up.” I don’t know much about cars and trusted the mechanics at Big Brand when they assuaged my initial concerns with their work. It was explained to me that the way these were installed put me in great danger for the last 2.5 years they were installed. Great. BECAUSE of the damage and extra work created by Big Brand, I will have to pay to get everything installed like-new which will be much more expensive than just replacing pads (which weren’t worn at all due to the brakes being installed wrong). I called this morning to inform Big Brand of their mistake and they told me they would see what they can do to resolve the issue and call me back. I waited for 2 hours and still hadn’t received a call (my car is still at South Birch Automotive) so I decided to call them back and see what the resolution can be. I requested a refund or for them to pay for the repairs for the damage they did to the vehicle. Their response? That it had been 2.5 years and the mechanic that messed it up no longer works there. Awesome! I’m not a car-person and didn’t know I had to personally inspect the job they did after what was supposed to be a safe and correctly done. Also, I’m sorry but you’re a corporation, and you’re culpable for the damage done by your employees. Not to mention that my life was in danger that whole time. My request was denied and I was told that I would have to bring my car to them so they can inspect it themselves. I explained I don’t feel super comfortable bringing my car back to the same place that caused such a major issue. After pressing it they told me that was the only option. So now I did not get the repair I needed today and will have to not have my car do another entire day or more. This place used to be great. I expected better. Think twice before taking your car to a place that just sees you as a number in their system. I will keep this update posted when I am able to achieve a satisfactory resumption but unfortunately I can not get my time back."

"This place came highly recommended. Honest and informative. They definitely know their stuff! Pricing is quite reasonable. I am thrilled to have found them . They let me know everything that was wrong and what they needed to do (upfront) including pricing. They showed me the actual problems and spoke in Lehman terms, which I very much appreciated. Looking forward to getting the work on my vehicle there."

"This was my first experience getting my vehicle serviced ever. Roberto. took great care of my vehicle. He is incredibly kind and knowledgeable. The cost was reasonable! The best part was that the inspection was honest, sincere, and with integrity. I left learning something new and I now have a place I can trust. I highly recommend their services. Thank you, Roberto!"