Arizona Firestone

The car was dirty because there was water on the road or gutter when test driving. It was dusty because its Arizona and we are currently in the monsoon season. I reviewed the cameras and no damage happened while in the shop to the rear bumper. I dont know what happened when out of camera view. As i...

already explained to Bridgestone consumer affairs (in response to her complaint with them), if there was a remote possibility that this damage happened at my facility, I would take care of it. All she had to say was "I walked around my car before leaving it and didnt notice a scratch" and I would have taken care of it! Dont blame my employees because they were the last ones to have the vehicle!!!

We are an affiliate dealer of Firestone. Says it all over the store. Our name is Arizona Firestone, just like the invoice says. You assumed we were Firestone corporate just like you assumed we scratched your car. My position has not changed. I said if there was any doubt that it could have happened at my store that I would take care of it. Theres not, so im not.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Business in their response did not address any of the issues raised in initial complaint (non-responsive).  The repair diagnosis had already been made previously by dealer and no diagnostic was requested simply repair.  As the car was rendered inoperable by removal of parts by Firestone at outset of service appointment and Firestone refused to use readily available replacement parts from auto parts store next door - the transaction became involuntary as I was unable to simply leave the business. Additionally, the stressful nature of the situation, including hostility of service manager, aggravated my pre-existing medical condition and rendered me unable to pursue any alternative but allow for completion of repair at the business.Regards,[redacted]

If I noticed the scratch and damage prior to dropping my car off, I wouldn't have been shocked to see it when I picked it up at your facility, and we would not be in this predicament right now.  There is a remote possibility that it happened at your facility.  I did not blame anyone specifically because I don't know what happened to the car, which is why I asked you to please review the video so I could possibly find out what happened to my car.  I awaited your call back which I never received.  
I called Firestone headquarters because I was not receiving any response from you.  It was to my surprise that this store is not actually considered Firestone.  As a consumer, I find this very confusing, since it says Arizona Firestone on my invoice.  
It is unfortunate that it has taken much of my time and energy to receive a response from you.  I would expect that when there is a problem/concern to be dealt with by a paying customer that you would try and resolve it in a professional manner.

TO WHOM IT MAY CONCERN,

THIS IS A GOOD STORY, HOWEVER UNTRUE. WE PERFORMED A PRE-PURCHASE INSPECTION, WHICH INCLUDES TEST DRIVE, BODY AND MECHANICAL INSPECTION. I AM VERY PLEASED WITH THE WAY MY STAFF HANDLED THIS SITUATION FROM START TO END. I AM THE FIRST PERSON TO REPAIR A...

CUSTOMERS VEHICLE IF IT WAS DAMAGED, MANY TIMES NOT EVEN AT OUR FAULT. THE DAMAGED AREA HAD BEEN TOUCH UP PAINTED POORLY AND FOR THAT REASON ALONE I CAN NOT JUSTIFY REPAIRS. I WAS THE ACTING MANAGER THAT DAY SO I KNOW FIRST HAND WHAT DID AND DID NOT HAPPEN. THE RED FLAGS WERE ALREADY UP BEING THAT SHE CAME IN THE WEEK PRIOR WITH HER IMPALA AND ACCUSED US OF DOING THE SAME THING TO IT!

REGARDS,

I will provide the customer with her original request of $100 to resolve this case as she originally asked for while speeking with her shorlty after the repair. This was the amount she said she could have saved by using parts that we would not purchase. My position has not changed. I feel that we completed the repairs for the agreed amount in the time promised. I will mail a check out tomorrow to the name and address on the invoice and consider this case closed, as I will not entertain anything beyond this refund amount.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

My response:

The 1st invoice from Arizona Firestone (attached) shows the work order for my car; item EN170 in the invoice, which included the following: CHECK FLUIDS, BELTS, HOSES, and BREAKERS. CHECK FOR CODES AND PERFORM CEL BULB TEST, TIRES & SET PRESSURES.  The inspection work did not mention TEST DRIVE nor BODY INSPECTION.  Also, it did not mention at all any damage on the bumper as the manager said they noticed this prior to the inspection and told me of this, as he said in the police report.

For the 2nd invoice from Arizona Firestone (attached), they added the technician recommendations, which only mentioned:  Alignment, balance all 4 tires, and radiator hoses. There is no mention at all on the invoice of the damage on the bumper once again.

Then they made a 3rd invoice, where they added the rear bumper damage.  My question here is, if the manager said that they saw the bumper damage prior to the inspection why it is not mentioned in any of the two prior invoices?

Another thing that I noticed after collecting all these documents from the police department, (because the manager refused to provide me with these documents at the Firestone) is that in the Technician Worksheet the only section that is filled is the COURTESY INSPECTION. I was charged with a total of $53.23 for a total inspection. Please see section EN170 in 1st invoice from Firestone attached.  In the TECHNICIAN WORKSHEET there is not

anything filled in the section for the work that I was charged. This is a red flag.

I dropped off my car at Firestone at 11:02 am (see time in Firestone invoice). The manager told me it would take less than an hour for the MECHANICAL INSPECTION. I left the place approximately at 11:20 pm. It was when I notice the technician drove my car inside the garage aggressively. 

After waiting for more than an hour (I checked my phone at 1:12 pm) I decide to walk back to the Firestone and arrived at 1:20 pm approximately. That was 2 hours after they took my car to the garage. I saw my car parked half way from outside the garage and as I entered to the Firestone reception I asked the manager if my car is ready.  The manager, in a rude way, responded to me that it was ready but that I have to wait in the

lobby until he is ready to attend to me. I noticed the place was with only one more customer sitting in the lobby so I did not know why he could not attend to me. My son and I waited for another 20 to 25 minutes when he finally came to me to talk about the car. They spent 2-1/2 hours with my car

when the inspection was supposed to be an hour or less as the manager told me. This just strongly makes me think that manager was waiting for the bad paint they did to my car to dry enough before handing me back my car. 

Regards,

We did exactly what we do on every pre-purchase inspection. We dont have to note anything on the invoice. Heres the bottom line- this customer accused us a week prior of doing the same thing on her other car so we took extra precaution in dealing with her this time. The damage was the first thing noticed (in the parking lot) and she was informed of it. Its ridiculous to think we damaged her car, tried to touch up paint it, then show her the damage. We will not do anything further as per customer service.

The engine would crank, but not start. The customer approved $130 in diagnostic fees. The batteries both tested at less than 300 CCA and one had a bad cell. This test was completed with the interstate ed-18 electrical system tester. We replaced the batteries and it fired right up. We preformed a...

computer scan running key on engine off and on with passing results. Test drove, no problems. We called customer- he said his guys cranked the engine for extended periods of time when trying to get it started and that's why the batteries were bad. He insisted that he had a fuel problem. We again drove the vehicle and allowed it to run over half the day, continued to drive it again, with no problems. We were unable to duplicate the complaint and waived the diagnostic fees. Customer was charged for batteries and the charging system test. We had hours in this vehicle and did what was right for the customer. If we cant duplicate a complaint or get negative test results, we cant, nor will recommend ANY repair. Interstate has a warranty on the battery and I would be happy to assist the customer with this warranty for a free replacement.

The customer was 20 minutes late for her appointment. She asked us to diagnose her complaint which took aprox 40 minutes. [redacted] called her at 11:00 with the estimate for repairs. The amount did not change that was given the day before except the additional cost for the serpentine belt. The customer...

was told aprox completion time would be 1:30. Repairs were completed at 1:15 for the amount approved.  The customer then called me and offered their advice as to how I should operate my business for 45 minutes and that a $100 refund will make this all go away. I did not take her up on the offer and here we are. I'm sorry that the customers visit did not go as they planned. She explained that she is from California and they do things differently at a very fast pace. This is not our style, we believe this is how mistakes happen. I don't understand how a refund of the repairs we preformed is justified.