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Bridgestone Retail Operations

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Reviews Bridgestone Retail Operations

Bridgestone Retail Operations Reviews (416)

Initial Business Response /* (1000, 13, 2015/05/29) */
I have left the customer multiple messages with no response. The store manager and service manager have also left multiple messages with no response.
Initial Consumer Rebuttal /* (3000, 15, 2015/06/01) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
I have received one message from the service manager [redacted] on May 21st satiating that the Head Manager would be dealing with my complaint, [redacted] stated that he would be calling me the following day. At that time I expected another phone call/voice mail, and have yet to receive one. I do work like most so I am not able to answer my phone at certain times. I was left no voice mails and have received zero contact from the Manager of Firestone.
Final Business Response /* (4000, 17, 2015/06/02) */
Called [redacted] and apologized for non response from Firestone Manager. He explained the situation and what happened and it was not as much the time it took, but more the lackluster response and a half hearted sorry that he received. I told him I would follo wup with the manager and let him know how that effects his customers. he appreciated that and I also told him we would issue a $50 credit on his Firestone account for the inconvenience and he was thankful for that as well>

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 will be contacting to you shortly to discuss a proper resolution. Thank you.

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 and the Area Manager or Store Manager should be following up with you to discuss a solution. We were informed that they did offer to have the State Police review their recommendations.

Initial Business Response /* (1000, 13, 2015/06/01) */
Contact Name and Title: [redacted] - Area m
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
Left message with customer week of 5/24 - with no call back. Called again today 6/1/15 and she picked up and we talked...

for a few minutes. we were disconnected and I tried calling back 3 times and she would not pick up the phone. I left another message for her to call me back on my cell phone. I stated to here when we were talking that if she would like to take the car to a dealership to have them inspect for a second opinion. If they say that the tie rods are damaged from anything other than normal wear and tear that we would be more than happy to stand behind any damage we did.

Went in to Tires Plus for regular scheduled maintenance and my vehicle overall came back worse condition than when I initially brought it in. Brought my car in to get the water pump and timing belt changed out when I brought it in they said it would be done by a certain and they would take care of it. The day came and the car wasn't complete they said they needed an extra day. Me understanding what type of job this is and what type of car this [redacted] C70) I was understanding the situation the next day came and I received a call from Tires Plus stating that they could not time the car for some reason every time they timed it skipped, they said they would bring it in to a place they works on this and get it timed. A couple more days went by I had to go up there to find out what was the situation with my car. When I went up there I found out that my the car needed a special tool to be timed with and they would get it done. When they finally got it done they realized that oil had been leaking to the bottom of my engine, so now I needed a brand new engine. They claimed that it had been previous damage done to the car, but they made it worse so they would cover part of the cost to get the engine fixed. I said okay still being understanding about the situation. They got the new engine in I got put it drove off everything seemed good a couple days later the car shuts off when I turn in on, so I have to take the car back up there and get whatever issue was causing this fixed; this problem became an issue just about every other week. Until one day my car started to over heat as well (mind you the water pump and time belt was replaced the radiator was brand new as well) water was bubbling over from the car every once in a while. My tie rod was missing a bolt when they took the wheels off and I found driving when I went over a bump and the tire came off of it. The problem persisted for a few weeks until Christmas day when my car overheated to the point that it blew head gasket after just working on it a day before. The solution they came up with was to pay me back for the engine or pay for the damages to the car but if they exceeded to the amount of the car they wouldn't pay for it. From my perspective I felt they should have paid me back for the engine and the car because they're the reason car isn't working.

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 has requested a refund for $180.78 in efforts to resolve this matter.

Initial Business Response /* (1000, 5, 2015/10/01) */
My name is Shaun [redacted], I am the Area Manager for the store that this complaint was sent to. I have reached out to the customer several time with no response back. She is requesting for the original paper work back. I am unable to do this...

because of record keeping. The work order was voided out and there is no money owed to us.

Initial Business Response /* (1000, 17, 2015/08/22) */
Contact Name and Title: Marc [redacted], Area Ma
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
Mr. [redacted] was refunded 16 dollars and given a military discount of 10% on the installation of the tires since that was...

not already discounted. Mr. [redacted] was also offered a chance to bring the vehicle back for a reinspection where I would be present. He declined and stated he didnt want to waste any more time.
The tires he had installed on his vehicle were exactly what he requested and there are no issues with them, therefore a refund is unfair.
I will put the offer out again to reinspect the vehicle and if we are wrong with our recommendations on his vehicle, he will get his refund for the tires.

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. As of 07/14/16 the Area Manager followed up with you to discuss the issues. An explanation was provided concerning the issue with the ball joints and that they couldn't have caused the ball joints wear/tear. However, as customer satisfaction they offered to assist with 2 tires in good faith. It was relayed that the tie rods and ball joints however, would still need to be replaced.

Initial Business Response /* (1000, 20, 2015/06/02) */
Contact Name and Title: [redacted], Area Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
I contacted the customer and went over her concerns. the alignment service was performed over 2 years ago and I explained...

that this service is one that neeeds to be inspected periodically. I asked her to call me on her next tire purchase so I could give her a reduced price on her tires. Concern has been resolved.

Dear Revdex.com,
Thank you for sending us this information to investigate. We set up an internal case and the Area Manager has attempted to contact this customer to review and resolve the issues.
Here are the notes I was given pertaining to this matter:
font-family: Symbol;">·        As for the battery test, it states that battery tests were done at significantly different temperatures (one while the vehicle was outside based on the 32 degree comment and the other after it has been sitting in our shop while tires were being installed at 78 degrees).   The test is done 100% by the ED-18 machine and there is no way to alter or modify the results.  Difference in test temperatures could explain the test results being different.
 
·        In regards to the “radiator” leak, inspection indicated that vehicle has a visible coolant leak, but at no time the location was specified which is why the store suggested a pressure test to diagnose the problem.  We would gladly perform the test at no charge to the customer but as mentioned, we have not been able to get a hold of him.
Please have the customer follow up with the store or Area Manager as they have tried to get a hold of him via phone and email. We would be happy to re-inspect the vehicle at no charge so we can come to a resolution.
Thank you for bringing these concerns to our attention and giving us the opportunity to make things right.

Crooks
Tell you your tires can't be balanced and rotated even if you have lifetime balance and rotation.

I bought a set of 4 tires for my [redacted] on August 6th 2016. After the service for my car was done, I noticed that the door handle inside the driver side was broken off. None of the employees notified me of the door handle until I let them know. I called multiple times to get it fixed and was scheduled to get it fixed on August 23rd 2016. On this day, once the door handle was fixed, another part of the door handle was broken off again. I am not happy with the Tires Plus in Maple Grove, MN and hope that others aren't being treated the same way.

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 he spoke with you and they will be refunding you for the original lifetime alignment purchase of $228.95. We hope we have resolved this matter to your satisfaction and we apologize for any inconvenience. Thank you.

I needed to get my front brakes changed on my 2007 [redacted]. The need was not immediate, but it needed to be done soon. On 06/10, My father and I had found a few places in the Dallas-Fort Worth area running specials on brake services. [redacted] was running a special for $79.99. [redacted]s was running a special for $99.99 (after rebate). We also found a coupon for $60 off service at Firestone. I also have a cousin who works for a [redacted] dealership in the area as a technician. Since [redacted] and [redacted]s was out of the immediate area and my cousins schedule was not open, my father called Firestone to check the price of the brake service with the coupon. My father asked how much the brake service would cost and the guy on the phone (did not remember his name because at this point it didn't seem important) said that he could not tell him how much the break service would be because something could come up and change the price. My father said he understood, but still asked for the base price as if nothing were to go wrong. He was quoted $137.99. My father mentioned the coupon that we had found online and was the price quoted would be BEFORE the discount. So after the discount, this would put the service total around that of [redacted] for a basic service. Great! My father informed the worker that I was needing to go out of town on Saturday afternoon and the man reassured my father that the brake service would take about two hours if he scheduled it first thing in the morning (8am) on 06/11. The car was dropped off at Firestone at 8am the next morning. They inform me that before anything I would need a free brake inspection. We knew that would be done before any work would be done. I did not receive a phone call from Firestone until 10:26 stating that they had just finished the brake check (not fix) and that a stud on a rear tire had snapped due to rust. Due to me being at the eye doctor that morning and having to run errands, I had given Firestone my father's phone number when dropping the truck off. I was not able to answer during my eye doctor visit, so they called my father who agreed to the basic brake service and the agreed upon price for the stud repair. During my time running around town, I drove by Firestone. Both times my truck was on the lift, however no one was working on it. My truck was not finished until around 4:00 that afternoon. At this point I was already out of town, so my father went and paid for the services and picked up my truck with my mother. When I arrived back in town that night, I looked over the bill and realized that the price I was quoted for the brake service and the price paid were completely different. The price I was charged for the brake service was $124.99 AFTER the discount. I called the store on Monday, 06/13, at 12:11pm during my lunch and spoke with Bobby about the issue. Bobby is the worker that did the services on my truck from what I understand. He asked who my father had talked to that quoted him that price and the only answer I knew was "whoever scheduled the appointment at 8:00," as again, the name didn't seem important at that time. He told me his regular brake service price is $184.99 and he has no idea why someone would tell me otherwise. I explained the situation to him and how I shopped around and would not have taken it to them if the price was not comparable. We went back and forth on the phone until he said that he would tell his supervisor, Jacob, about the issue and see if there could be some kind of discount. He stated that Jacob was currently in the hospital because he was sick but should be back sometime later in the week. I waited two weeks for a phone call and had heard nothing. On Friday, 06/24 at 5:08pm, I finally had to call them in order to get in touch with Jacob. Bobby answered the phone and acted like he had no recollection of our dispute but after pulling up my account, he went and got Jacob. I informed Jacob of the situation, including waiting two weeks for a call, and he told me that this was the first he had heard of it. His response was telling me the same thing Bobby had previously and that he doesn't know why I was quoted the way as that price was not even in the computer for brake services. His only response after that was rudely asking, "Well, what do you want me to do about it?" My answer was pretty simple. I asked for the difference in price between the actual cost and quoted cost. I also asked about fixing the communication issues between himself and the employees. He told me the 124.99 was what my father was quoted after the $60 discount. I told him that in no way does that add up to $137.99 or anything near that, so the numbers he was telling my father was quoted had no relevance to what my father was actually quoted. This led to a pretty heated exchange, basically with me having to repeat the situation multiple times. He angrily offered to "meet me in the middle" at $30, which I declined because I felt the entire difference was owed. He then had the nerve to say, "I can't do anything about something that happened two weeks ago!" This guy just tried to use my argument against me like it was my fault I was waiting on a phone call from them. I had already informed him, as stated previously, that I was told he was extremely sick and in the hospital. I was nice enough to give him the benefit of the doubt that maybe it was due to his illness and not because they had decided to not call me back. Again, the call was pretty heated and he told me that he would call me back after he looked at it. At 5:23pm, Jacob called me back and said that he had reviewed my file in the computer and that there was nothing he could do at the time. He didn't even offer me the $30 this time. To this I responded with, "Alright, I'll just call corporate and report it." His reply was, "Alright, do it then" and hung up.
I would also like to follow this up by stating that I almost never complain about a company.

An internal case was set up. I was informed that this complaint has been resolved. They reached out to the customer and explained the pricing difference...

between the front and rear rotors. They also refunded part of $60 off brake service as she only received partial credit.

Regarding the Tires Plus at [redacted] Ave, [redacted], FL [redacted]. I took my vehicle there for an alignment and to straighten the steering wheel in early January 2017. Days before, I had replaced the rack & pinion (power steering gear) with a brand new one. This is how the steering wheel became turned around. Alignments are recommended after repairs like this.
After several hours of them having the vehicle, I contacted them to have them tell me that I needed a NEW rack & pinion (power steering gear). I laughed and said that was ridiculous because it is, literally, brand new. They said that it needed replaced. I decided to take it elsewhere.
Upon picking up my vehicle, another mechanic told me that the rack & pinion may be fine, but it wasn't tightened into place completely. Ok. True. Knowing that an alignment needs to adjust the tie rod ends, which are part of the rack & pinion installation, I did not tighten them completely. But, by no means did this mean that my rack & pinion gear was bad and needed replaced. It's like not zipping your fly up all the way and being told that you need a new pair of pants. Smells like they were trying to scam me. Luckily, I'm car savvy and new it was b.s. I'm sure they have con'd many others into spending $600+ to replace perfectly good parts. Shame on them.

My daughter purchased tires at Firestone Complete Auto Center on Forsyth Av in Clayton, Mo. While she did not notice before leaving the store that only 2 tires had been replaced when 4 were purchased, I did notice that evening. I contacted the store at her request the following morning and received service above and beyond what I expected for the inconvenience of going back to the store to have the remaining work completed. The store manager apologized and assured the issue would be resolved to her satisfaction. He asked that she call when on her way and had a service bay ready on her arrival to minimize her wait time. The other 2 tires were replaced quickly and the cost of those 2 tires and the service fees refunded without even asking. Mistakes happen in all businesses, but how they are resolved says a lot about the character of the business and the personnel on staff. We are very impressed and will be returning customers.

I had an engine replace after an emergency break down. Vernon, the manager, greeted me immediately upon entering and assisted me with arranging a rental car. George B assisted me also when the repair was complete and upon my return 5 days later to buy tires.

Initial Business Response /* (1000, 4, 2014/07/11) */
The guest communicated with our consumer services department 06/25/14 and discussed his concerns with the district and location. They addressed his concerns and he picked up his vehicle. If there are additional items he wishes to dicuss...

the location can be reached at XXXXXXXXXX, listed on the top right of his invoice.
Initial Consumer Rebuttal /* (3000, 6, 2014/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just because I pick my car up and paid the bill doesn't resolve the complaint of up selling me parts and labor that wasn't needed for my car. They told me what my problem was and the fix action needed after I told them advance auto told me I had a bad sensor after they pull the sensor logs and I told tires plus that. So they told me it was not a sensor problem it was the spark plugs, wires and coil packs, which didn't repair my car, so they went on with something else which was the correct fix action. I guess the second fix action was cheaper then doing the first fix action so they did both knowing I only needed my ECM module replace. SO until they address the up sell of products I didn't need my complaint stay un resolve. I've look at other customer complaint on other web site concerning tires plus and they have complaint about thier auto service
Final Consumer Response /* (3000, 26, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They haven't contacted me an about a year, They never wanted to talk about what I wanted to resolve the issue. They only wanted me to drop the complaint. I told them they up charge me a great deal and I wanted the labor cost removed or greatly reduce, I guess that was to much for them, so I left my complaint active. They don't want to consider a reduction in labor cost even though they kept my car for 5 days on a 1 days repair job. SO NO I DON'T WANT TO DROP MY COMPLAINT AND I'M NOT HAPPY WITH THEM AT ALL
Final Business Response /* (4000, 28, 2015/10/06) */
If the customer is requesting a refund, please have him contact the store as management has changed since the original complaint.
I can offer a $200 value voucher if that will suffice.
Please let me know.

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Address: Private Address, Calgary, Alberta, Canada, T2Y 3M6

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