May 11, 2019

To: Chris Boice / Big O Tires Corporate / Douglas County Citizens

From: Chris Haymond
Re: Lack of adjustment on tires purchased at Big O

Mr. Boice, et. al

I have been a faithful customer of Big O since 2006, and as such, when my wife
suddenly got a flat, she brought our new Subaru to your store. Even though our car was
less than a year old, she was told she would need to buy 4 new tires as they would be
out of alignment and/or could not be matched. That was December 15, 2016 when we
purchased a full set of Aspen Touring Tires having a 50,000 mile warranty.
Fast forward to April 25, 2019 I came in for a tire rotation. As is the usual routine,
the workmen pulled my car in to check the alignment which they said was perfect.
However, they quickly assessed my tires noting that they were excessively worn, nearly
bald. I approached Greg, the store manager to inquire about a warranty adjustment
seeing that there was less than 25,000 miles on the vehicle since I purchased these tires.
Greg insisted that since I had not maintained a strict regiment of tire rotation (of every 3
-5,000 miles) the warranty was void. I know that I have been in for tire rotation at least
3 times since the purchase of these tires though Greg insists I have not.
Here I need to make note that when Big O put these tires on my 2016 Subaru,
they still had the old information from my 2008 Subaru in the computer and didn’t
bother to change it on the invoice. However, the odometer reading of 10,796 (which
WAS accurate) obviously would be too low for a 2008. This along with the fact that many
times the mechanics get me out of there quite quickly leads me to believe that accurate
record-keeping at Big O Roseburg is not a priority, therefore, no evidence of my visits.
I have tried to reach owner, Chris Boice at the Big O store and am told he rarely is
there and his employees have been instructed not to release his phone number, even at
the county commissioner’s office. I found the number myself, called and left a message,
and have not heard back from Mr. Boice. I wanted to speak with him about this issue,
that I feel an adjustment should be made before I purchase another set of tires, but I am
unable to reach him. Even if not a full adjustment, some kind of compromise to keep my
business would seem prudent.
If Big O doesn’t need my business, Costco and other competitors will be happy to
relieve them of this burden. However, I still feel I am owed an adjustment and because I
have been unable to reach an agreement with either Mr. Boice or his store manager, I will
take my case to corporate and the citizens of Douglas County via the many facebook
venues they frequent.

Chris Haymond
541-957-0557
Personal Maintenance Record 2016 Subaru
(showing at least 4 rotations)

1
2

3
4
Showing Date of Purchase of 2016 Subaru 1/4/2016
And below, sale of 2008 Subaru 1/11/2016
 Invoice showing wrong car, right mileage

On the front of the invoice it shows “REC” or recommended

rotation . . . only in the fine print on the back is it required . . .
see next page(s).
 Back side of invoice where “Tire Maintenance” is outlined
This is the original size and color of type, ie., barely readable however, our responsibility to
adhere to or you’re out of luck if your tires wear out prematurely.
 Tire maintenance “condition” greatly enlarged

Although I definitely HAVE been in for tire rotations, I have NEVER been given
“evidence” for my “Record”, leaving me at the mercy of Big O’s recordkeeping, which as I
have already demonstrated is definitely not always accurate, ie., listing my car as a 2008
when it was 2016, different plates and all.
Big O Advertising