Bridgestone Retail Operations

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 **

Initial Business Response /* (1000, 16, 2015/05/18) */
Repairs have been completed as requested by customerif any further information is needed please have customer contact the store
Initial Consumer Rebuttal /* (3000, 18, 2015/05/18) */
(The consumer indicated he/she DID NOT
accept the response from the business.)
I have contacted the store and they were no help at allI had to pay for parts that did not fix the problemI had to take my vehicle to *** to be repairedIt was Firestone employee that installed the timing chain incorrectlyA timing belt can cause extensive damage if it's installed incorrectlyTo replace the chains and guides, be certain to align the camshafts and crankshaftIf valve timing is not properly set, the valves may hit the pistons and cause severe engine damageThis is what happened to my vehicleFirestone installed parts incorrectlyPlease be sure that I am going to be telling EVERYONE I know, about the horrible service that I receivedI have also contacted news agencies to air my complaints and concerns
Final Consumer Response /* (4200, 26, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have tried to contact, no reply
Final Business Response /* (4000, 30, 2015/07/07) */
the Area Manager, *** *** entered a note on 06/to have the customer contact him directly:
Please have consumer contact me directly at XXX-XXX-XXXX*** *** Area Manager
*** *** in customer retention dept also left him a message on 07/07/to discuss if tehre are any further issues that still need to be resolved*** can be reached at XXX-XXX-XXXX

Complaint:
I am rejecting this response because:
As I shared with the Area Manager, the reimbursement of $is not enough to validate my personal safety or guarantee the quality of work that was completed on my vehicleThe $was for reimbursement of my lifetime servicesI cannot guarantee any of the work done on my vehicle by Firestone given it failed Missouri State Inspection less than a week after I was at Firestone for the second timeI refuse to go back to Firestone if anything should go wrong and I feel a full reimbursement is fair given my experience both with customer service and also with gross incompetence on behalf of the technicians.
Sincerely,
Angela ***

My husband took our family over *** *** Walker Mill Road in Capitol Height it has taken (3) for our repair to be done my husband said that he received two calls stating that the Van was ready for pickup we stop be today (3) days and (1) hour the tech said he had emergency and he could not finish the repair and we ask the manager if someone else could finish the job and she said no and this was aliitle upsetting this mean they had our Van for four days and the job is still not done and I'm still job searching *** *** work is to slow and they have bad customer service

Initial Business Response /* (1000, 2, 2014/12/13) */
Mr[redacted],
" -webkit-text-size-adjust: auto;">I am writing you in regard to the complaint that was filed with the Revdex.com in relation to the repairs on your Hummer I would like the chance to speak with you and see if we can find a resolution to your complaintI am available through email at [redacted]@bfrc.com or by phone at XXX-XXX-XXXX Beth RossArea Manager

Initial Business Response /* (1000, 5, 2015/06/08) */
Contact Name and Title: Blake Area Manager
we have gone through all of the proper channels per our policy for this customer. We filed a claim who in turn hired out a 3rd party fire investigator to determine fault. They deemed the cooling...

system repairs had nothing to do with the source of ignition and that a power steering leak had leaked onto the hot exhaust manifold which in turn started the fire. We cannot at this time take liability for this incident. This has been communicated to the customer by our claims department. At this time we are not going take responsibility for damage to vehicle. I understand they had just purchased the car prior to having the repairs done and didn't have full coverage insurance but our repairs did not start the customers fire.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because in the beginning of this issue they offered to reimburse my repair bill. Now they are offering nothing. I have documentation stating they were willing to refund my repairs. If their repairs were not to blame for incident why did they offer to reimburse me for my repairs.
03:36:51 PM [redacted] Thank you! Just a moment and I will have a file number for you!
03:38:16 PM [redacted] Your file number is XXXXXXX. You should be able to get a refund.
I would be happy with repair bill refunded at this point.
Final Business Response /* (4000, 9, 2015/06/16) */
Contact Name and Title: Blake Area Manager
As I understand the feelings that [redacted] is having, I have researched, the text that was added. [redacted] did not put the full text on there, we said if the inspector found what work we had done had caused the fire, we would have reimbursed for the service we performed. The service we did on the car did not cause it to catch on fire. The text was sent before the car was even looked at. We are not liable for the car catching on fire and are not reimbursing for work that fixed the problem it was brought in for.

Thank you for bringing these concerns to our attention. We created an internal case for the Area Manager to review and resolve.
The Area Manager indicated that this matter was resolved and as customer satisfaction, a refund of service was issued.

Complaint: [redacted]
I am rejecting this response because: I was told it was leaking due to the old age of the car/parts..  What I don't understand is, how my car goes from...

not leaking coolant when I take it there, to leaking coolant like I am running water down my sink...  While I understand things happen, I can't accept that it is a random occurrence.  My Grandmother [redacted] is on a limited income, she can not afford to fix a major fix on her car.  We sadly did not reach a resolution when talking.  I would like to speak with someone from corporate next time.
Sincerely,[redacted] (Grandson)
On Behalf of: Pat Frazier

Initial Business Response /* (1000, 12, 2015/07/10) */
Contact Name and Title: [redacted] Area Mgr
Contact Phone: XXX-XXX-XXXX
Vehicle had a cooling system hose leak the hose cluster is replaced as a assembly on invoice # XXXXXX we were advised to call [redacted] prior to performing any...

work as we did. Then on 6-16 Invoice XXXXXX we performed the maintenance recommendations that were recommended on the prior visit on 4-28 [redacted] cam back in asking for these repairs to be completed. (all maintenance) We called and discussed the hood latch she stated we broke she came down to the store and once inspected we noticed the emergency brake cable came out of the plastic housing we reconnected and everything is ok now. all cooling system repairs were necessary to get the vehicle's cooling system back up and running there were no additional repairs only those needed.

I have only written a few reviews in my lifetime, but people need to know about the poor, AWFUL customer service from Mark the store manager at Firestone Complete Auto Care at 1010 Cave Springs Blvd in St. Peters, MO. I ordered a set of four wheels from [redacted].com, and this website gives you the option to send the wheels directly to a certified installer who [redacted].com has partnered with. I chose this Firestone. I then called them and set up an appointment for four days later, and had a conversation with the employee about having just the wheels installed because the tires were only a year old. He was pleasant and the appointment was set. A day before the scheduled appointment, employee Kyle called to confirm the appointment and told me that they had received all four wheels. Kyle nicely asked if I needed tires or any other work done, to which I said I just need the wheels installed. He said "no problem, we have your wheels ready to go and we will see you tomorrow". Kyle was very nice. Several hours later, I received a voicemail from Mark the manager, who said they can not install just wheels without the purchase of tires. I called back and told him about my [redacted].com order and he rudely said "we do tires only or tires and wheels , but not wheels only". When I asked why, he replied "we are a national company, and it's our national policy....my district manager confirmed this." I asked why they are listed as an option on [redacted].com as a certified installer of wheels, and he told me no one ever sends just wheels to them to install, and spoke to me as if I was completely stupid for wanting just wheels installed. His voice and attitude was so angry, condescending and demeaning, so I told him I will pick the wheels up and have them installed elsewhere. He said "fine they'll be here" and hung up. At no time did I yell, name call, or do anything to incite such behavior. Amazed by what just happened, I called back a few minutes later and spoke to employee Jeremy (very nice and pleasant) and asked for Mark's name, the district manager's name, and the DM's phone number. He provided the names, and he was clearly interrupted by someone in the background when it came to giving me the phone number, and he said "the district manager can call you within the hour", and I agreed. About 10 minutes goes by, and Mark (the rude manager) called back and in a fake nice voice says that his district manager misunderstood him via text message earlier when discussing the policy about putting wheels only on, then said they will install the wheels only if nothing else is wrong with the tires. He then said that the guy I originally made the appointment with is newer and "would not know to ask if I was having wheels only installed" to which I told him that we had an entire conversation about it. Mark then said "I doubt it, but anyway we will install them barring any issues with the tires". Nothing like being called a liar twice! Mark still sounded condescending, rude, and like I was totally inconveniencing his store since I just wanted the wheels installed. I ultimately decided against having them installed at Firestone because I could just feel that he was going to find or create an "issue" just for the principal of the matter. When I went to pick up the wheels at the Saturday morning appointment time, the friendly employee asked if I was sure I didn't want them installed there. I said "no, I don't feel comfortable now after the way I was spoken to on the phone yesterday." Manager Mark interrupted the employee and said "just get the wheels" and made no attempt to mend the situation. I have NEVER been treated so poorly by an employee much less a manager. Their billboard outside said "Accepting New Customers"..I can see why, with this sort of service and treatment from a MANAGER, I can't imagine this place would survive for too much longer. I have been to other Firestones in years past, and was pleased. Now I will never return. It is worth nothing that I went two buildings down to Plaza Tire and the install was completed within an hour, and the customer service was exceptional. Never did get a district manager phone call!

Thank you for bringing your concerns to our attention. We appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our business. We apologize for any inconvenience...

that we may have caused, and we would like to make things right as we truly value your business. An internal case was set up for the Area Manager to review and resolve. Someone should be following up with you shortly. Thank you.

I visited Hibdon Tire/Plus store on 2/24/16 at 625 W. I 240Service RD, Oklahoma City OK 73139 around 6:15pm. I had an extremely large nail in my tire. I needed to get it repair. I walked in the Hibdon store and spoke to a woman behind the desk. I explained to her that I needed to get my tire plugged. She said “we are getting ready to close”. I explained that I live on the North side of Oklahoma City (about 20 minutes away). The lady said we don’t have anyone here who knows how to plug a tie. While she is saying this, I am looking at a group of 9, and the service manager included. I asked if I could speak to a manager. The Service Manager “Steve [redacted]” approached me. I explained the situation to him. He said that he did not have anyone who could plug the tire; and they were getting ready to close. But, he could put air in my tire. It’s very disappointing to see a large company like Hidbon to refuse service to a women during a time of need. Safety is not important to their organization. Why do you have a service manager who doesn’t know how to PLUG A TIRE!!!!!!!!!!!!!!!!!!!!

Good Afternoon,   Thank you for bringing your concerns to our...

attention in regards to your Revdex.com complaint submitted. We 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 service. Please 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] Sr. Customer Retention Specialist   Bridgestone Retail Operations 333 E. Lake Street Bloomingdale, IL 60108 Phone: 630.259.9146 Fax: 630.672.1252

Hi Jim,
 
We certainly apologize for any inconvenience we caused you. We will get a check for $59 in the mail to refund you as customer satisfaction.You should expect it to arrive within 7-10 business days.

Recently I took my vehicle to Firestone Complete Auto Care for state inspection. While my vehicle was being serviced a technician ran a diagnostic without my permission costing me $100.00 on top of other repairs needed for my vehicle to pass inspection. Then I come to find out that the technician had damaged my vehicle causing it to fail inspection. I 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 technician. I had enough and told them to put a rejection sticker on my car and that I would be taking my business elsewhere. I was charged $128.00 for a few replacement light bulbs and an unauthorized diagnostic, this is simply unacceptable.

Thank you for bringing your concerns to our attention. We appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our business. We apologize for any inconvenience...

that we may have caused, and we would like to make things right as we truly value your business. An internal case was set up for the Area Manager to review and resolve.
The Area Manager indicates that the store resolved this issue by offering the refund of $30.00. Again, we apologize for any inconvenience. Thank you for giving us the opportunity to make things right!

I went to Firestone in [redacted] MA this past Saturday after work, because I feel uncomfortable with the FACT that it's difficult to brake easily, with the fact that the car swerves easily on wet road, and the fact that I smell a weird smell sometimes while I'm driving. These are FACTS considering I drive the car every day. I went in and told Paul at the desk exactly what I said above, that I'm uncomfortable driving because it's hard to stop, there's a weird smell and the car swerves easily. He told me they were too busy and I said ok and I started walking out. MIND YOU, I did not push the issue further, I walked out and he called ME back and asked the manager if they could make room for the car. He took the car for a test drive beforehand and even told me, "I think I understand what you mean. The car stops abruptly when you put your foot on the breaks, and the tires look pretty old". He even agreed with me. So he took the car in the garage to have it looked at. I thought Paul was sooo nice to do this for me. He seemed so thoughtful and so genuine. I knew then that I'd definitely come back to this location for future service. NOT. After some time had passed one of the techs (beard with bald head) came in like a smart [redacted] and said he didn't find any issue with the car and he was shocked "considering all the comotion". He was so disrespectful and rude. Who says that? "Comotion"? Then after that, Paul came back and said "So there was nothing wrong with the car?" and he started making unncessary comments saying "Well it's just you came in making it seem like it was a dire situation". Are you serious? I hardly said anything when I went in there. I went into a car repair shop because I was experience these things with my car. Like any customer would, I went in there and reported those things. I can do that. I was walking out and he was the one that called me back and he test drove and he put the car in the garage. It sounded to me like he was emabarassed by the way HE handled the situation, and after the rude tech "found nothing dire", Paul wanted to save face and act like I was the one that made a comotion when I didn't. If anyone "made a comotion" as the rude tech said, it was Paul, not me. If anyone "made it into a dire situation", it was Paul, not me. They made me feel like I not only forced them to look at my car when I didn't, but also lied about my experiences. They made me feel like I was crazy. Paul blamed me for something he did and he was totally rude and unprofessional, and the tech made unnecessary comments as well. I told those guys off, but I'm still irritated by the way they treated me that day and I will never go into that location again.

And PS: the car did brake hard many times today while I was driving, and I smelled something weird as I was pulling into work too. But I guess those were all lies too and all in my head. Jerks.

I was advised by an FS employee , it would be $78 for a tune up but they were really busy and I may not “ get in “ today but if I wanted to leave the car they would try. Therefore I made arrangements to drop off my vehicle with the expectation of a return no later than the next evening.
Well it was only about 5 hours later I’m called to say my vehicle is ready, but the check engine light won’t go off and that they will have to put it on the machine and that cost $.99, I clearly stated if it only a dollar go ahead. Im thinking a simple dollar based on the
“free check you get at the auto parts store.” Well.. NO again the same guy was WRONG he fail to mention the other $99. the check he made seem oh so simple was $99.99 again I would have never approved of this service at an additional $100
I get to the location and the same guy whom told me it would be $78 is now telling me that it will be $780 and that they refuse to release my vehicle regardless of how much I was “misquoted”.
The guy who misquoted me was even trying to explain to his supervisor that he did tell me that bc “ that’s what the computer told him when he “ entered my information when I initially came to price the service “ at $780 for a tune up I would have never even LOOKED at a firestone again!!
I asked the guy who quoted me and his manager to both explain how the price came about . The guy that misquoted me confirmed. With his supervisor that he did advise me that price but couldnt guarantee a time slot for today. The manager Refused to honor his employees word and advised me the most he would be able to do is half In order to get my car off the lot and my keys returned. I am a military veteran on a fixed income and this is my ONLY vehicle. I want to be reimbursed. As this was NOT A mistake of my own making. I had to pay$350 !!!! For a TUNE UP!!!!! . then the description used on the paperwork as to why the “half” was deducted was veryyyy invalid. It states “customer signed and approved work, but no does not have money to pay for the job approved using customer satisfaction to resolve issue “

I did have the money I had the $78 plus tax I was quoted. I SURE did not have the $350 WHY BC THAT WAS NEVER MY INTENTION TO PAY THAT MUCH FOR A TUNE UP AND MY CHECK ENGINE LIGHT WAS NOT ON WHEN I DROPPED IT OFF. This is beyond unfair and has left me in a very tight bind, as now I’m in debt $350 with a friend bc I needed my car for transportation to and from work on a daily bases. I should not be responsible FOR A MISTAKE CLEARLY MADE BY FIRESTONE. The other people in the waiting area heard this transaction and 2 people behind me actually walked out of the store as they too knew that I was being robbed. Not to mention I was adv this $350 had to be paid in cash!!!!!!!!!!1 I am beyond discussed with the company . and this seem very sneaky.

I contacted this customer and we agreed to settle this matter by refunding his CFNA card the $458.14 from invoice on 12/04/15.
He agreed that this would be a satisfactory resolution.

Initial Business Response /* (1000, 8, 2015/04/15) */
Contact Name and Title: [redacted] Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
After receiving Mr. [redacted]'s original concerns lodged with our internal Consumer Affairs team, Area Manager [redacted] contacted Mr....

[redacted]. Area Manager [redacted] listened to Mr. [redacted]'s concerns. Mr. [redacted] explained that he had visited our Firestone location in Delran NJ to have his vehicle diagnosed as the check engine light was lit on the dash. He went on to explain how our ASE certified technicians examined the vehicle and determined the Bank 1 catalytic convertors had failed. He explained that our sales team suggested replacing both "bank one" catalytic convertors and both oxygen sensors on the same side as the failing catalytic convertors. He acknowledged his approval of the repairs which cost over $3000.00. He expressed his concerns as four months and nearly 6,000 miles after the repairs, the check engine light was illuminating on the dash. Area Manager [redacted] was sure to answer any questions Mr. [redacted] had and assured Mr. [redacted] he would fully investigate the situation. During this original conversation Area Manager [redacted] explained many causes of a check engine signal illumination as well as manufacturer "Drive Cycles." A drive cycle is a series of data points representing the speed of a vehicle versus time. Driving cycles are produced by different manufacturers and organizations to assess the performance of vehicles in various ways, as for example fuel consumption and polluting emissions. (Catalytic Convertors are related to polluting emissions) It was explained to Mr. [redacted] that during a drive cycle various components and sensors are tested by a vehicle's onboard computer system. If any component fails the test, the result will be a check engine signal illuminating on the dash. In addition, after a vehicle completes a drive cycle, our technicians are able to check all sensors and systems to be sure they are "ready." If the system indicates all sensors and systems are ready and no dash lights are illuminating, we can confirm a repair. A typical drive cycle can be performed in 30 minutes and at most in a couple days of normal driving. Mr. [redacted] acknowledged his understanding of Area Manager [redacted]'s detailed explanations. The phone call was ended after Area Manager [redacted] committed to a detailed investigation.
The following are the findings of Area Manager [redacted]'s investigation:
The original visit was on September 11th 2014. The vehicle had 100,649 miles on the odometer. After performing the diagnostics, our ASE certified technician recommended both "bank one" catalytic convertors and Oxygen sensors. The cost of the diagnostics and repairs were over $3,000. This is a typical cost of multiple catalytic convertor repairs. Mr. [redacted] agreed to have the work performed. The repairs were made by our ASE certified technicians. The new components were tested for quality assurance. When our technicians determined the repair was done correctly, our management team contacted Mr. [redacted] to notify him that the vehicle was ready to be picked up. Mr. [redacted] later made payment and signed for the vehicle authorizing his consent to pay for the work performed.
A second UNRELATED visit was made on January 19th 2015. The vehicle had 105,962 miles on the odometer. The vehicle was in for a simple oil change. There were no dash lights on the vehicle and no reports on any issues related to the repairs done on September 11th 2014. With over 5,000 miles on the vehicle since repair, the vehicle would have gone thru potentially dozens of drive cycles testing the components replaced four months prior.
A third visit to Firestone was made by Mr. [redacted]'s wife on an undetermined date. She claimed her engine light was on and wanted it diagnosed. Given the time and mileage that had passed since the September repair, our sales teammate suggested she pay for another diagnosis. Mrs. [redacted] declined the service. While this is standard practice as the engine light can illuminate for literally hundreds of different reasons, in hindsight our teammate could have offered a courtesy diagnosis.
After learning of the potential charge for a diagnosis, Mr. [redacted] returned on 1-31-2015. (The vehicle's odometer read 106,335. ) He expressed his concerns and our management team diagnosed the vehicle free of charge. The same code that was found in September was found in the system. The code is 0420 or a catalyst efficiency code. The bank one catalytic convertors were tested along with the oxygen sensors that we had already replaced. These items tested to be functional and in working order. The bank two convertors were indicating failure. This [redacted] truck is rare in that it has two banks, both with two catalytic convertors. The vehicle also has four oxygen sensors. These findings were reported to Mr. [redacted]. Mr. [redacted] not having the knowledge in this field grew upset. His vantage point was that "the engine light was back on and therefore Firestone was responsible." He expressed this concern to our store teammates. Given that we are a customer focused organization, our management team offered to perform the labor of repairing the new issue free of charge. They explained to Mr. [redacted] that he would have to pay for the parts as catalytic convertors are purchased on the outside from either dealers or other parts vendors. Catalytic convertors contain precious metal and therefore are very costly to both installers and customers. Mr. [redacted] was not happy with this offer. Subsequently he generated the call to our internal consumer affairs department which set off a chain reaction leading to this investigation.
After discovering the above stated events, Area Manager [redacted] called and emailed Mr.[redacted]. Mr. [redacted] returned an email letting [redacted] know he was out of the country and would be returning in a few weeks. He also let AM [redacted] know Mrs. [redacted] was available if he wanted to deliver the findings to her. AM [redacted] chose to wait as he had an ongoing dialogue with Mr. [redacted]. When contact was made with Mr. [redacted] a few weeks later, Area Manager [redacted] explained the findings over the phone. Area Manager [redacted] apologized for our store teammates not offering a courtesy diagnosis to Mrs. [redacted]. Area Manager once again explained a drive cycle and that hundreds of reasons certain codes and engine lights can be triggered by onboard diagnostics systems. Area Manager [redacted] explained that the convertors that are now bad, are not the same parts that were replaced in September 2014. Area Manager [redacted] also explained how it would have been unethical for our team to sell all four catalytic convertors back in September. Only the bank one side was failing at the time. AM [redacted] also explained that it isn't uncommon for components to go bad on a vehicle after 100,000 [redacted]. Especially components that are like other components on the vehicle and perform like functions that have previously went bad. AM [redacted] offered to meet Mr. [redacted] to review these findings and show Mr. [redacted] the components on his vehicle. AM [redacted] also offered to have the vehicle repaired at a discounted rate to show a sign of good faith. Mr. [redacted] declined the offer. During this phone call Mr. [redacted] acknowledged his understanding of the explanation, but expressed his frustration that his check engine light was illuminating. AM [redacted] once again explained that engine lights come on for various reasons. When one repair is performed to alleviate an engine light, another component will eventually go bad triggering the light to come back on. This could be years, months, or even days after a repair. Mr. [redacted] acknowledged his understanding of the workings of an onboard computer system and the many reasons a check engine light can be triggered. The phone call was ended and the matter was put to rest until the Revdex.com contacted us recently. Our offer still stands to perform the labor free of charge as Mr. [redacted] will be responsible for all costs associated to parts.
I have also included this snip (see below) from [redacted] to illustrate the reason why converters cost as much as they do. (they contain precious metals)
A catalytic converter is a device used to convert toxic vehicle emissions to less harmful substances by way of catalyzed, or accelerated, chemical reactions. Most present-day vehicles that run on gasoline, including automobiles, trucks, buses, trains, motorcycles, and planes, have exhaust systems employing a catalytic converter.The catalyst component of a catalytic converter is usually platinum (Pt), along with palladium (Pd), and rhodium (Rh).