Big O Tires

My wife and I have been long term customers and bought tires & brakes and had most of the oil change services as well. In December 2022, we purchased brakes & rotors from the Smoky Hill location and we noticed a loud squeaky noise within a month. We took it to the same shop we purchased and they told us nothing was wrong. The same vehicle went in for an oil change in April and we addressed the noise issue again and the shop denied hearing the noise. It got worse, where every vehicle in all directions could hear our brakes and this time (August 12th), they finally admitted. They first denied that we never had any brakes changed from them, until I showed them the original receipt and their excuse was they had entered a wrong VIN number in the system previously. Then the shop first mentioned that our brakes are not under the warranty, but they quickly changed their words and said it was, but since the brake we received back in December is out of market, they can offer us new ones, but we had to pay a little extra.

I really wasn't sure what the warranty terms were and was tired of this issue, so we asked the guys how much it would be, and the representative (Dennis) told us "Let's meet in the middle, at $80". I asked to be sure, "$80 out the door?" and he said yes. Now the shop called us saying we owe $120. After reviewing the warranty terms, we are extremely confused and frustrated and very disappointed with these incidents. We will most likely not be going to Big O Tires from now on, unless we get a clear explanation as to why we are going through the situation this way. Hope to hear back fast.