Bridgestone Retail Operations

Thank you for bringing your concerns to our attentionWe appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our businessWe apologize for any inconvenience that we may have caused, and we would like to make things right as we truly value your businessAn internal case was set up for the Area Manager to review and resolveThe Area Manager indicates that the store resolved this issue by offering the refund of $Again, we apologize for any inconvenienceThank you for giving us the opportunity to make things right!

After review, the Region Manager indicates that we met the customer’s request for refunds and have apologized to the customerManagement has investigated the incident and validated that we had proceeded with integrity at all times when working on her vehicleWe apologize for any inconveniences this caused Ms***

I was travelling to Cincinnati OH for a wedding from Athens OH on Saturday (October first week 2015) and contacted Firestone in my area for an oil change and inspectionThey asked me to come in on Friday morningLuckily this was a holiday for me and went to Firestone as soon as they opened at 7AMThey told me my break pads were worn out and needed to be replacedWhen asked if it was safe to drive long distance, I was told no and that I should at least fix the back pads immediatelyIt cost me a pretty penny to get this doneAfter they were done, I was driving back home and noticed that there was a weird "shaking" that I felt with drivingI called them immediately (while I was still on the road) and I was asked to bring in my car early the next daySince I was traveling this was not possible and had to rely on a friend to take me upThis was a huge inconvenienceI am a PhD student and being the middle of the semester, it was really busy and it took me a while to find the time to take my car up to Firestone againBut I did as soon as I could and told the manager who was there my problemI also said that I was not interested in doing business with them and that I only wanted to look at the problem and fix the problem they createdI also told them I had called the day I got it done and was told that they might have done it wrong and asked to bring it back the next dayThe guy who I worked with was standing right there with the managerThe manager completely ridiculed me and told me "whoever told you that is an IT" and insisted that it was because I didn't fix my front break pads and that was creating an imbalanceSo they made me get new brake pads for the front even though I told them I didn't want to get it done thereThis took considerable amount of my day and I had to wait at Firestone all dayI am a student and cannot afford thisAnyways, I left the store and my car felt the sameI called Firestone yet again and told them the problemThey told me they were busy and I could not accommodate meThis whole thing was taking a toll on my schedule and mobilityI was not comfortable driving my carNot only did the "shaking" continue but also I did not feel comfortable with the brakesI felt like I had to hit the brakes a good distance before I wanted my car to stop and I was not comfortable driving others because of the risk involvedI was tired of dealing with Firestone at this point and finally took my car to another local placeThe guys took a look and even drove the car around and almost immediately found what the problem wasWhen Firestone installed the brake pads, they put the new pads over the grit without cleaning off the bearings which caused the "shaking" because the gritty surface was coming in contact with the new surface of the brake padThe mechanics also validated all the complaints I was having like driving on highways or the inefficiency of the brakesThey also said that this situation was very dangerous because the car was heating up and could blow up or create other complicationsI insisted that they just fix this for me because I did not want to deal with Firestone ever again but the mechanics told me that I should take it back to Firestone because I had warranty on the brake pads and if I got it done with them, I was incurring more billsI took it back to Firestone right after and I had to explain everything from the beginningThe manager I had dealt with before was nasty and even asked me "Why then did they not do it for you? It isn't that hard, they could clean it" I very gently told him that I was instructed to come there because of the warranty and that Firestone had messed this up in the first placeHe told me he could not squeeze me in that day and asked me to come the next dayI dropped my car off the next day morning and had to walk over miles in early NovemberI was told they would call me when my car was ready and never didI called them around and asked if my car was ready for pickup and they said it was ready a while backWhen I got there, the manager did not even have the courage to talk to me or check me out but instead made someone else do itIt took over a month to get this resolved and more than a few visitsOn top of that I had to deal with the outrageous attitude of the Firestone staffI had been using Firestone for over years and this was the last time ever I would deal with themThe lack of respect for the customers is outrageousIt makes me wonder if it was because I was a women, a minority, an international student that I have been taken advantage ofI complained about this to the corporate office and never even got an apology from themI told them I did not feel like I needed to pay for the service they rendered when they did it wrong and caused me so much hardshipP.STo add a previous experience, at this same place about years ago, I went to Firestone to get my tires rotatedI told them to please let me know if they were doing anything else because I wanted to be sure I knew what I was fiscally responsible forWithout even letting me know they did a wheel alignment and charged me for itAnd it is not cheap! This was the same manager guy I dealt withI was even roped into paying the full amount for a lifetime wheel alignment

Thank you for bringing your concerns to our attentionWe appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our businessWe apologize for any inconvenience that we may have caused, and we would like to make things right as we truly value your businessAn internal case was set up and the Area Manager or Store Manager should be following up with you to discuss a solutionWe were informed that they did offer to have the State Police review their recommendations

Thank you for bringing your concerns to our attentionWe appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our businessWe apologize for any inconvenience that we may have caused, and we would like to make things right as we truly value your businessAn internal case was set up for the Area Manager to review and resolve the complaintThe Area Manager has left a message for you to call him back to address the issuesPlease return his call so we can rectify this matterThank you

(The consumer indicated he/she DID NOT accept the response from the business.) I would like to see if they fulfill their promise firstIt should happen in the next daysI will update Revdex.com regardless on the outcome of this absurd case(Firestone offered me reimbursement after a long sagaIt should have arrived in the mail alreadyWaiting to see if it does in the next days.)

I had a lock cylinder and housing replaced there and was charged $for the part aloneI looked online and found one for $which is about five times the price they charged meThe sales rep said that they install manufacturer approved parts onlyThe part I saw online was an OEM (Original Equipment Manufacturer) made by [redacted] ***I appealed to the company and they had the Customer Service manager contact me and he insisted that the part cost was legitimate to which I replied that I, honestly don't believe himI was an easy mark or targetI had to be towed in so I was stuckMy total bill which included labor and a new tire was $That's no typoThey, also, conveniently neglected to give me the 5% [redacted] discount and they added a $insurance charge for the tire which I never agreed toThey did adjust the bill for those latter "mistakes" but I was ripped off on partThe only good that came out of it is that I can warn consumers not to do business at this FirestoneI can only imagine what scams they run on little old ladies

Good Afternoon, Thank you for bringing your concerns to our attention in regards to your Revdex.com complaint submittedWe always appreciate feedback because it's imperative that we are aware of our customer's concerns so we can address and correct the problems I wanted to gather some more information so we can address these concerns with management to ensure that we are always providing superb customer servicePlease let me know which store you visited and the invoice number/name associated with the invoice so that I can relay this information to the proper Area Manager I look forward to hearing from you Best Regards, Jessica Jessica [redacted] SrCustomer Retention Specialist Bridgestone Retail Operations ELake Street Bloomingdale, IL Phone: Fax:

Initial Business Response / [redacted] (1000, 5, 2014/04/29) */ Please have Mr [redacted] visit one of our Firestone Complete Auto Care facilities in his area for a free tire inspection to determine if the tires fall within the warranty guidelines

Firestone auto repair has not given me satisfaction on a repair done on 12/27/I have taken the car back times and it still is not fixed as of 1/7/

We have a direct account with [redacted] where we can set up a rental directly in our customer retention departmentThis way, you aren't waiting to be reimbursed for the rental costWe feel our offer is fair in offering to get the wheel repaired and supplying a rental while it's being fixed

Initial Business Response / [redacted] (1000, 7, 2014/02/18) */ Mr [redacted] was contacted by our claims department and requested to have the vehicle examined by a shop of his choice to determine the cause of failureOn [redacted] 14th our claims department requested to know if the inspection had been performed yetHowever, Mr [redacted] has not responded yetHe can contact Mr [redacted] at XXX-XXX-XXXX to discuss his claim or let him know when the car will be inspected

Recently I took my vehicle to Firestone Complete Auto Care for state inspectionWhile my vehicle was being serviced a technician ran a diagnostic without my permission costing me $on top of other repairs needed for my vehicle to pass inspectionThen I come to find out that the technician had damaged my vehicle causing it to fail inspectionI was then told by a sales person that I would have to pay for the additional cost of labor to fix the damage to my car caused by the technicianI had enough and told them to put a rejection sticker on my car and that I would be taking my business elsewhereI was charged $for a few replacement light bulbs and an unauthorized diagnostic, this is simply unacceptable

Thank you for bringing your concerns to our attentionWe appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our businessWe apologize for any inconvenience that we may have caused, and we would like to make things right as we truly value your businessAn internal case was set up for the Area Manager to review and resolveAfter further review, the Area Manager indicates that the technician was not able to duplicate the issue and was not able to recommend a fix for the hard starting concernThe store was to follow up with you to refund you for the diagnosticAgain, we apologize for any inconvenience and we hope this will resolve the complaint

I recently had my car towed to Firestone in Virginia Beach, VA at [redacted] I paid over $for the work that was done to my car When I went in on Tuesday get my car Brandon was very short with me when I would try to ask questions about the repairs and any warrantiesOnce I picked up my car on a Tuesday, the next day I was smelling fumes when I had the heat onI called back up to Firestone and asked if I could bring tge car back and have them check for any leaks and check my exhaustWe had been having some bad weather I'm the area so I didn't get the car back up to Firestone until that SundayI arrived around 9:15am checked the car in and waitedA little after 11am Stephanie came to me and told me that my car would be nextHowever, an hour later my car still had not been checked, and I watched another customer come in and have their car pulled in to be serviced while I still waited (after I was told I would be next)I went to the desk and asked Stephanie if she knew how long it might be and she told me noI waited another more hours and watched more cars be serviced before me and around 2pm I went to the desk and told Brandon to just give me my keys I would try another timeBrandon told me that my car was getting ready to be pulled in nextI asked if he was sure because Stephanie had told me that hours agoHe said he was sureHowever, at around 3:15pm he called my to the desk and asked if I wanted to make an appointment to come back the next day since they still had not gotten to my car, so I made the appointmentIn my time sitting there I over heard a conversation about lifetime alignment warrantyThis is something that was never discussed with me, as well as many other things. I couldn't make it in for the appointment that Monday so I rescheduled for that TuesdayThey finally looked at my car and quoted me over $worth of work that needs to be doneAfter all that waiting they still charged me $for checking the car (which I paid with no complaints or hesitation)Not happy with the way I was treated but satisfied with the work I decided I would get the car fixed at Firestone againYesterday which was March 19th I called Firestone around 6:30pm to make an appointment for the work that they last quoted me Brandon answered the phone, asked if I could hold, I said yes, but then the phone hung upA few minutes later I called back, Brandon answered, asked if I could hold, I said yesI was on hold for over minutes, and when Brandon came back to the phone I told him I wanted to make an appointmentHe initially started to say that he couldn't do that right now then he went on to ask if it was for the following day (Friday)I said no, I want to do it Saturday if you have anything availableHe then tells me well I can't do it right now I'm the only one at the desk and I have customers who I need to get out the door, can you try back in about minutesI said ok, but never called backI just feel like I was being under appreciated as a customer from the very beginningThe time it took for Brandon to unprofesionally let me know he could not help me ,he could have used that time to make an appointmentI would have preferred to stay on hold and eventually have been helped than to be hung up on and put on hold just to get nothing accomplishedBottom line, the customer service is awful, but I do want thank you Firestone because I have found a better place to repair my car, where they actually value me as a customer, and it is not as expensive

This company is geared toward offering low prices for servicesThis is a ploy to get your vehicle in their shop where they can create new problems with your vehicle so they can charge you outlandish prices for the parts and serviceThe techs here literally broke a TPMS sensor and they tried to charge me for itThey also put charges on your bill

Complaint: [redacted] I am rejecting this response because: Hi, and thank you for your responseIf I'm not mistaken you are directing this matter to the person described in the previous message, if the Area Manager is the same guy as the district manager you have done nothing but sent me back to the startHow about directing me higher in the corporate ladder please! Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 24, 2015/09/03) */ The current store manager and myself have left several messages for the customer to call us to address his concerns, also, the email address returns As not activeThis complaint could have been solved last year but the Revdex.com response was not filed, not sure More than happy to address if contacted by the customer This case could not be responded to online Thanks for your help [redacted] Area Manager

Firestone Complete Auto Care, San Marco Ave, St Augustine, FL I reserved and set up a appointment for the Labor Day Weekend sale as my tires I wished to purchase were on sale, had my appointment and tires confirmed, when we went there they advised they did NOT have my tires and could not get them till the next weekThe saleman/Rep did not make an attempt to get them sooner or locate them, thus postponing them till the sale was over, stating the warehouse would be closed and no way to get themWhich I find bad business when I had it confirmed in advance to avoid thisI have done thousands of dollars worht of business with Firestone in the past and will not do so againIf I cant depend on them to have things ready when I set up an appointment and waste my time like thisLet alone arranging our work schedules to get this done the day I wanted I had to call another tire dealer to try and get what I wantedThe rep I contacted to complain could only give me a reference number and tell me to wait hoursno guarantees on sale price or anything

Thank you for bringing your concerns to our attentionWe appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our businessWe apologize for any inconvenience that we may have caused, and we would like to make things right as we truly value your businessAn internal case was set up for the Area Manager to review and resolve Our case shows that the Area Manager issued a refund check for the amount of $to resolve this matter