Bridgestone Retail Operations

Initial Business Response /* (4000, 6, 2015/04/11) */
Mr***,
I see in your history at the store that you have returned for a Lifetime Alignment recheck on April 7th , February 16th and the purchase of the Lifetime Alignment being on September 22,It appears that the service is
being warranted by the storePlease provide additional details as to what part of the warranty is not being honored
*** ***
Area Manager

It is my understanding this customer came to the store involved, picked up the vehicle and advised our staff that she would be taking the car back to where she bought it to seek resolutionBob *** has previously spoken with the son who confirmed thisIt is now my understanding the mother
contacted the store last night to ask if there was anything we could do to assist her with her car.
At this point I am going to have our Area Manager contact this customer and offetr to turn this over to our 3rd party claims investigatorIf there are any further concerns please communicate with me

The store manager at our location told me he asked the customer to take the vehicle to the dealer for investigation. We feel it is best for a 3rd party to be involved. If they dealer verifies that Firestone incorrectly repaired the vehicle, then we can take responsibilty. If
they say it is unrelated or could not be caused by what Firestone did, the customer shall be responsible. The store manager informed me the customer has not taken the vehicle to a dealer yet. Respectfully, we ask for that to happen before we make a judgement either way. Thank you.
Ryan ***
Austin Area Manager
Firestone Complete Auto Care

Complaint:
I am rejecting
this response because: the area manager danced around the issue, stating, in essence, that the company's advertisement of "minutes or $back" does not apply in situations where the tires are on saleThis is self-serving and deceptive;
Sincerely,
Jim K***

Initial Business Response /* (1000, 16, 2015/07/17) */
We certainly apologize for the situation and the inconvenienceManaging Partner Alvin *** will be reaching out to you to provide a refund for the serviceHis contact phone number is (XXX) XXX-XXXXThank you and again we apologize
for this issue

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 resolveWe received notice that this was resolved by giving $for the coolant flush and $off an oil change which resolved this matterThank you

An internal case was set up and the Area Manager is getting new rims for the customer and providing a rental throughout the processWe apologize for any inconvenience this situation caused the customerThank you for bringing the concerns to our attention

Complaint:
I am rejecting this response because: The whole purpose of my visit was for them to remove the wheel lock from the car they failed to do that and kick me out of the store saying that they told me that this would happen I immediately went outside and took a picture of what they did to my carThe photo includes date and time along with GPS location Because they do not honor or stand by the work they perform I am forced to take it to courtI will contact a lawyer, I have plenty of proof and a very strong caseI really hoped they would do the honorable thing and take care of their mistakesClearly they do not care about their reputationAll I want is for them to fix their mistake Their response is ridiculous absurd and completely unacceptable.
Sincerely,
Anthony ***

Appointment not kept....incorrect parts.....Not truthful.....Have dealt with store for years and have never been treated so shabbily Poor management Tried to turn in my experience by phone but calls not accepted Will document by letter Houston Tx

Initial Business Response /* (1000, 10, 2015/09/19) */
Contact Name and Title: DOUG *** - AREA MGR
Contact Phone: XXXXXXXXXX
Contact Email: ***@tiresplus.com
I spoke with this customer in late July/early AugustI was at the store and interviewed the teammates involved and the
work order and invoiceThe claims the customer are making are not a result of the services performed previously as the codes that show up have been there a while and could not be caused by the service performedThe customer did not like that conclusion and thus filed this complaintWe gave the customer a fair estimate but I also encouraged him to get an estimate at the dealer

Initial Business Response /* (1000, 21, 2015/07/10) */
This claim was investigated by our Claims Department and the Area Manager of the Firestone location
Unfortunately, the claim was denied due to no courtesy check was performed on this vehicleThe work order was only written up for
TiresThe customer did not sign for a courtesy check to be performedTherefore, Firestone would not have opened the hood

Drop vehicle for state inspection Got a phone call two hours later stating that my tires did not pass the state inspection I ask why, he said your tires did not have enough tread to pass state inspection GS 20.122-clearly states the major tread must be less than 2/in two different places in order to fail inspection Joe the tech that did the work agreed by state law it will pass I asked them to write down why he did not want to follow state guidelines and he just walked away When I asked the manager to explain, he just stood there will no explanation other than here is your bill

My son and girlfriend had a flat tire on her car on a Sunday in Olympia The only tire repair place open was Firestone The tires on her car were quite new, but the employees convinced them that there was an interior 'flaking' and the tire needed replacement They then charged an exorbitant $to replace one tire on the car, a 14-year old Volvo This reflects a similar experience our family had two years ago at another Firestone location on a Sunday in Bellingham, when they told us our car needed a $repair When we got home the problem persisted and our mechanic told us the repair Firestone did had nothing to do with the problem

Initial Business Response /* (1000, 15, 2015/06/12) */
Contact Name and Title: *** *** Area Manage
I called and spoke to *** todayThe vehicle still is not running right, and we will be towing it back in on Monday to diagnose the problem*** will not be charged for diagnosing,
and if it is anything related to what we did we will fix the vehicle free of charge

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 resolveSomeone should be in touch with you shortly to determine a proper resolutionThank you!

after meeting and talking to the customer, we settled on refunding the labor for the services provided, the smog check, anmd the temp move tag, as a customer satisfsctionthis is in conjuction with the documents thst were provided to me$will be issued via refund check in 7-business
daysi reviewed with the customer the break down of the totals.mark ***
area manager Reno **

Sent my wife to repair slow leak on *** elantra and the seller made her buy brand new tire and the car already has brand new tires, not a way to take an advantage of a woman, very disappointing, is there a zero star??? About minutes into waiting my wife wanted to take the car and take it somewhere else to be repaired and not completely replaced the guy at the counter said it's already doneMay almighty GOD bring curse to this particular shop due to corruptionAnd for critics I personally saw tiny nail and it's within reparable areaDefinitely contacting Revdex.com

I'm really not one for bashing local businesses...BUT my
Car died as I was driving on this weekI had this car towed to Firestone as it was closest place to my home and the incidentThey told me they ran a diagnostic and found four things (diagnostic codes) that would cost about $The fact that the guy told me he drove my dead car into the dock made me
SuspiciousI had the car towed to a dealership that explained that a dead car does not give off diagnostic codesThey charged me $for a new battery and fusesFirestone completely tried to take advantage of a situation and no consumer deserves thatI just wouldn't want this to happen to anyoneThey blatantly lied to me, and if I didn't trust my gut, I would be out of a ton of moneyBEWARE of using them! The techs name was Chris who was Feedind me nonsense

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 Area Manager indicates that the Store Manager has reached out and apologized for the situation and that you are scheduled to bring the vehicle in Saturday for work to be completed.
Again, we apologize and we hope we have made this right by youWe truly value your businessThank you

Initial Business Response /* (1000, 5, 2015/09/28) */
Store management has contacted the *** in regards to the repairs that were made to their previous vehicleStore management and our customer have agreed upon no-charge tire services in exchange for the previously requested refund of
service
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did speak to a store managerThe tires were given, but not as a complete refundI'd like the remaining balance from the tires, OR a voucher, which has NOT been discussed as of yetI intend to receive the compensation that was owed to me
Kimberly *** ***
Final Business Response /* (4000, 9, 2015/10/08) */
The customer's rebuttal has been referred back to the Area Manager for further review/follow up with the customer