Bridgestone Retail Operations

Initial Business Response /* (1000, 20, 2015/09/02) */
Area Manager, Curt [redacted] has attempted to reach out to Mr. [redacted].
After numerous attempts to contact the customer, he will not return our calls for re-inspection.
The customer has not cooperated in our attempts to gather...

more information and resolve the matter.

I have had 2 bad experiences with the store on Singelton Rd in Norcross GA, first was when I needed an alternator and was sold an overpriced one and work that was not authorized was done and now they have had my truck for 2 days to do rear brakes and it's still not done. I have been a customer for years and have purchased 4-5 sets of tires and had other work done but these last 2 experiences have ruined my trust in Tires Plus, when they do get the brakes done and I get my truck back I will never set foot in a Tires Plus again and will share my experiences with anybody that asks.

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 has issued a refund of $145.21 in efforts to resolve this matter. Thank you for giving us the opportunity to make things right.

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:
"[redacted] purchased a primewell tire from our [redacted] location on 9/4/15, Please see [redacted] Tire Purchase attachment for mileage and tire purchase. He returned 1/13/16, for an oil change at which point we noticed that the tire had severe wear, On 1/14/16 we offered a free alignment check to determine if that was the cause for the accelerated wear on that tire. We found indeed that the alignment was way out of specifications, please see [redacted] Original Alignment check showing the alignment out of specifications. On 3/12/16 Mr. [redacted] reached out to us to see if he could take us up on the free alignment offer as he was replacing his struts that afternoon and that he would purchase another replacement tire after that. On 3/16/16 we said okay to do a free alignment at our Brookdale location, asked Mr. [redacted] to let us know day and time for the free alignment. On May 18th we made the alignment appointment for 11:00 am May 19th at the Brookdale FCAC. Lead Technician at Brookdale location went to perform the alignment and found that the alignment is now is specification after having the front struts and coil springs replaced by Mr. [redacted].   We Emailed the customer on 5/19/16, because he walked out of the store as we were trying to explain why the alignment could be back in specification after the alignment at [redacted] showed that it was out."

We set up an internal case for the Area Manager to review and resolve. The Area Manager indicates that he has tried to reach out to the customer several times and cannot get a hold of him to resolve this. Please return the Area Manager's call for resolution, or email him at...

[redacted]@bfrc.com.Thank you for bringing these concerns to our attention and I hope we can get this resolved.

Firestone auto repair has not given me satisfaction on a repair done on 12/27/16. I have taken the car back 3 times and it still is not fixed as of 1/7/17.

On 20 July 2016, I obtained a quote (code #[redacted]) for four tires from the Firestone web site. On 21 July 2016, I scheduled an appointment for the tire installation Firestone Complete Auto Care #[redacted] through the same web site. A short time later, I received a phone call from Richard at the Firestone outlet. He asked which tires I was requesting (does the web site not link the quote to the appointment?). I told him and he said he would check availability and let me know if the tires would be there. Later the same day, Richard called and informed me the tires were in Denver and would be on-site on 22 July.
I arrived for the scheduled appointment at 10:00am on 26 July 2016 and presented the man at the counter with a print out of the quote. He clicked some computer keys and informed me that the tire I wanted was discontinued(!!) and the tire they had was more than the quote.
This is obviously a bait & switch. I will do my damnedest to make sure others know of Firestone's business practices. Businesses using this sort of practice should be shut down and I will do my small part to further this goal.

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. This has been referred to our corporate Claims Department. A claims specialist will be in touch with you shortly to begin the claims investigation. Thank you.

Complaint: [redacted]
I am rejecting this response because:
this is a lie.  Please post the time it takes to change brake rotors and pads, as well as shocks. Please post to the Revdex.com. My car sat  wit no one working on it for 3 hours.
Sincerely,
[redacted]

My daughter brought her car in for an oil change at Tires Plus on Atlantic Blvd next to the [redacted] shopping plaza. She asked them to check her AC, brakes, tires and perform the oil change. When they called her back, they told her that she needed two new tires, an evaporator and compressor for her AC, and rear brakes and rotors. She told them that she could not afford to do anything except the tires and oil change. When I reviewed the bill/estimate the next morning, it showed a $109 charge for "basic brake repair and brake pads." I called and spoke with the manager on duty. I told them that she had not authorized the brakes. He advised that he would have to have the other manager call me back. When he called me back, he said that he had "accidentally forgotten to remove the charge." I brought the car to another repair shop. I was told that it is impossible to tell if the evaporator is malfunctioning unless you run dye through the system and that the brakes had about 45% life on the front and back. I called the manager back at Tires Plus to ask how he determined that I needed an evaporator without running dye through the system and he was unable to answer me. My money for the brakes that we did not receive is supposed to be credited back to my account, but would not have if I had not contacted them.

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 to discuss a proper resolution.

I wanted a flat tire fixed and they wanted me to leave my car for the day. It was at 7:00 a.m and all the bays were filled with cars but there was not on single person waiting in the waiting area. They could have used a jack to fix my flat but the manager wouldn't even look at it

Initial Business Response /* (1000, 18, 2015/08/24) */
The Area Manager, Luke [redacted], reached out to the customer to find out that this issued had been resolved months ago by the store. Luke found out she was given two tires at no charge, and then when those tires wore out, she was given 4...

tires and an alignment package at a reduced price. The customer was happy with this resolution-no further action needed. Please close this case. Thank you.

Initial Business Response /* (1000, 17, 2015/08/15) */
Contact Name and Title: Willy [redacted] District M
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bfrc.com
I sent her a email.
Good Morning Darlene,
I got the Revdex.com complaint on your tire install and would like to make this...

right. Please contact me at your convenience so we can discuss resolution. I appreciate it.
Thank you
Willy [redacted]
Simi Valley Area Manager
Southern Ca / Hawaii
Bridgestone Retail Operations
XXXXX [redacted]
Laguna Hills, CA 92637
Cell: XXX-XXX-XXXX Fax: XXX-XXX-XXXX

Firestone Complete Auto Care, 57 San Marco Ave, St Augustine, FL 32084
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 week. The 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 them. Which I find bad business when I had it confirmed in advance to avoid this. I have done thousands of dollars worht of business with Firestone in the past and will not do so again. If I cant depend on them to have things ready when I set up an appointment and waste my time like this. Let 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 wanted. The rep I contacted to complain could only give me a reference number and tell me to wait 24 hours. no guarantees on sale price or anything.

Initial Business Response /* (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 active. This 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11148017, and find that this resolution is satisfactory to me.
Sincerely,
Sylvia [redacted]
 
P.S
I have tried several ttimes to reach back out to the business, I've left messages and no call back. I don't know what their agreement may be other than this dollars amount, but I have other repairs made by them. The repairs made are under warranty and what they are offering aren't even close to what it would take to start over with someone else. I do not agree to them not being liable for any other repairs made by them and under warranty. I still hold them liable to acknowledge any other services they have provided and under warranty. And, may the continue the hold the warranted parts  their responsibility or pay me back in full for ever dollars I have spent and I will never use their services again.

Initial Business Response /* (1000, 13, 2015/08/03) */
Our corporate office issued a check for $100 on 02/27/14.

needed two front tires on my 2014 Azera. Was referred to Tires Plus, Ponte Vedra, Fl.
The tires were installed without problems, and within the time frame they stated. My concern is that they knew I was from Texas, and promptly told me that I needed new wiper blades, a new air filter, and new rear shocks. I had just had a state inspection in Texas the week before, and the wiper blades were fine. Additionally, the air filter was inspected one week earlier, and it was fine. I have 35,000+ miles on my car, and have not had any issues with shocks. The reason they said I needed shocks was that my rear tires had "flat" areas. I declined the work. I came to a shop in Mansfield, Texas and queried about the recommendations given to me in Florida. The shocks are not in need of replacement, and the connection between "flat" areas and shock needs is not supported by either my local expert or the internet. Likewise, why air filter is clean, and the wipers are fine.
The technician at the Tires Plus shop was Jonathon. I have, in writing, his recommendations that are outlined above. I strongly feel that he was trying to fleece me since I am from out of town, and he would not likely see me again. This impression is supported by the lack of need to replace any of the parts he suggested, even after driving an additional 1000+ miles back to Texas. I am troubled by the fraudulent nature of the inspection and recommendation. If this shop does this all the time, then they are seriously impacting the innocent public.
Chandler [redacted] was the manager who spoke to me, and I informed him that I was going to return to Texas and have the shocks checked.
Service Advisor was Edwin.
Customer Invoice [redacted] Date: 12/26/2015
Joseph [redacted] MD, MBA
[redacted]
Mansfield, Texas 76063
[redacted]

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 indicated that he processed a reimbursement check for $100 to resolve this matter.
 
Thank you.