Bridgestone Retail Operations

After review, the Region Manager indicates that we met the customer’s request for refunds  and have apologized to the customer. Management has investigated the incident and validated that we had proceeded with integrity at
all times when working on her...

vehicle. We apologize for any inconveniences this caused Ms. [redacted].

Feb. 5, 2017 I went to Tires Plus at [redacted] Blvd, [redacted], IA for a "routine" oil change. Feb. 20, 2017 I was in a reputable repair shop having my ALTERNATOR replaced at a $600 charge because of oil damage. Tires Plus recklessly spilled oil all over the cover where oil is added and over time the oil dripped into my alternator and "shorted" the wiring out and started a fire destroying the alternator. I went to Tires Plus with the damaged alternator with oil inside of it and dripping from it as well as pictures from my garage with oil on the floor and pictures of oil spilled on the oil cover. To my shock, the manager, Mike, denied any liability and said it looked like "normal wear and tear" of an alternator and that I had no proof of what happened. He even went as far as to say it could have happened from a previous oil change. I filed a complaint and he said his manager would contact me. Jamie then contacted me and I sent him all of the pictures as well. To my shock, he denied any liability and said that he could not see any oil in the alternator. I then said I had the alternator and he could personally inspect in. His response was that he was not going to pay for anything. I even suggested he call the repair shop that replaced my alternator to explain what they found, he got upset and hung up on me. This shows the lack of professionalism with this company.
I would recommend everyone take their vehicles to reputable repair shops and not places such as Tires Plus which will not stand by their work.

Complaint: [redacted]
I am rejecting this response because I do not see any credits placed on my CFNA/Firestone credit card for the difference of the oil changes, nor do I hear any change in balance when I called the ###-###-#### today at 1:30p.m.
Someone did reach out to me--I suppose the Area Manager--but I was never able to reach him from the time he left a voice mail message with his information almost a month ago.
Please credit to my [redacted] account.
Sincerely,
[redacted]

IN REVIEW OF THE CASE, WE WILL BE REFUNDING $427 TO THE CUSTOMER MS. [redacted]. $50, REMAINDER OF THE DIAGNOSTIC FEE, $256.93 FOR IGNITION COIL, SPARK PLUGS AND LABOR, $104.99 FUEL SYSTEM CLEANING AND $15 IN SALES TAX. THIS IS A CUSTOMER CONSIDERATION REFUND AS IT IS MY UNDERSTANDING THE CAR IS...

STILL NOT OPERATING PROPERLY. REFUND TO CUSTOMER WILL BE SENT VIA CHECK TO THE CUSTOMERS HOME.Thank you for bringing these concerns to our attention and giving us the opportunity to make things right. We value your business and we hope we have resolved this matter.

Initial Business Response /* (1000, 5, 2015/03/19) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
After reviewing Mr. [redacted]'s claims initially his case submitted to our corporate claims department for investigation. The results of...

that investigation include an independent 3rd party inspector being sent out to vehicle for inspection and determination of liability. Firestone Complete Auto Care has repaired everything on Mr [redacted]'s vehicle according to the findings of that independent inspection.
Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] failed to mention that his independent investigator showed up on site with no tools or means of fully investigating the problem with my instrument panel. He did however take pictures of all of the damages done to the quarter panels, however no repairs were authorized to be done. That's why I finally had to file a claim with [redacted] I kept getting the 'run around' with them and after four months of fighting to get my car repaired to its original condition, they told me they weren't going to cover any of the damages still remaining to my car that had been done by their negligence. They first told me to get a written statement from [redacted] then told me they would send out an investigator (who finally showed up two weeks after they told me he would and by his own admission told me he didn't bring any tools or means of thoroughly investigating the control panel), then they told me they were going to deny my claim despite having pictures and visual confirmation of the damages, and finally told me that I was going to have to take the car to the dealership itself and pay over $1300 just to have them look at it. All of this is unacceptable, as Firestone did the damages to my vehicle, not I. They should have fixed it right the first time, and I shouldn't have to take it back to their shop 3 different times only to still have repairs left unfinished over 4 months later. I will never use Firestone products or facilities again as a direct result of this incident. They have denied any wrong doing at every turn
Final Business Response /* (4000, 11, 2015/04/10) */
Mr. [redacted]'s concerns have been reviewed and addressed by multiple individuals within the organization and our postion remains the same. We feel we have treated Mr. [redacted] fairly based on a full investigation of the circumstances. An independent 3rd party inspector ia also in agreement.
Thank you.

My daughter and I went in to Bridgestone Complete Auto Care to get 4 new tires for her car. She had a discount code with her to help with the cost. We normally do business with a Firestone that is privately not corporately owned, but the discount code required you redeem at a corporate location.
The sales advisor Tony, started at the high end of the tires and supposedly was giving us a discount at $792.00 for $60,000 mile tires for a 2011 Grand Cherokee. My daughter does not have that kind of money, once we said we may need to just go back to the privately owned store and see what they can do, he sold us the lower end tire at $507.00 plus tax.
He calls later and tells her that her rim is bent and her entire alignment is off and that we will have to pay to have that fixed. She says she will pick the car up and have the work done close to home at the privately owned location. Our family has gone to them for years and we currently take all 5 cars to them, it is a Firestone, as well.
When the local store takes in her car, they let her know it has to be sent off to an outsource that will handle the bent rim and then they can handle the tire alignment.
AS IT TURNS OUT - there is NO bent rim. There is NO problem with the tire alignment, the corporate store, however has sold us a defective tire with a bubble in it.
This apparently has happened with other Bridgestone employees who have taken their cars to their own corporate location, only to be taken by fellow employees.
This location makes a habit out of false repairs.

Dear Revdex.com,
Thank you for bringing these concerns to our attention. We have created an internal case for the local Area Manager to review and resolve.
The Area Manager indicates that they have made multiple attempts to reach out to the customer to rectify the issues. They have left...

messages for the customer with no response back. They want to correct the problem and are willing to pay [redacted] to reset the TPMS light that came on after the tire rotation. Please forward this information to the customer so we can resolve this matter.Thank you for giving us the opportunity to make things right with our customer!

Initial Business Response /* (1000, 18, 2015/08/24) */
Contact Name and Title: R. [redacted] AM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@tiresplus.com
Revdex.com CASE#: XXXXXXXX
Ms. [redacted] was in our store in February for an engine analysis for a driveability problem. She states that...

after our service her A/C quit blowing cold air. For customer satisfaction the store performed an evacuation and recharge of her A/C system ($130 normally) at n/c to her. Her compressor was leaking refrigerant and therefore the store gave her an estimate to properly repair her a/c system. The store did not cause the a/c compressor to leak refrigerant.The vehicle at the time had over 167,000 miles and there were several other items recommended however we did not look at the a/c because we were not asked to look at it. This type of issue with the a/c is common with the age and mileage on the vehicle.

I had scheduled an appointment online with the store on [redacted] Odessa tx, one of their reps called explaining the tire would have to be special ordered, he was very nice. I decided to go to the store and get the order placed & have them call my tire warranty company with the tire evaluation & tread depth. A man who appeared to be the manager, who I didn't speak with on the phone, asked what I needed. I explained about the appt. and the tire needed to be ordered & call the warranty, co., he said do you have a number, I said I have the claim number to which he replied rudely, no a phone number, I'm gonna have to call them you know! ( I had my warranty in front of him, so of course I had the phone number!) he then asked so are you like wanting to get it done today or tomorrow? I said again the tire had to be ordered...I said I would like to have the same brand as my other tires which are [redacted] to which he rudely said you know I'm a Firestone dealer? And I would have to order from [redacted]...
At that point I said I can go somewhere else if you prefer, he responded that it was up to me, so I left....everything he said with a condescending tone and was very short with me...my husband said his bad experience he asked how long it would be and the man said at least 4 hours my husband then asked would it be better to make an appointment the man said no your still gonna have to wait, and wasn't very nice or helpful, so my husband left...I have never been treated like that anywhere in my life!!! He was very condescending towards me, and spoke to me as if I were stupid.

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 he has attempted to contact you multiple times, with no return call. He has left his cell number on your voicemail so that you can call him back and discuss the issues to resolve the complaint. Please follow-up with him so we can get this rectified. Thank you!

(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to see if they fulfill their promise first. It should happen in the next days. I will update Revdex.com...

regardless on the outcome of this absurd case. (Firestone offered me reimbursement after a long saga. It should have arrived in the mail already. Waiting to see if it does in the next days.)

Initial Business Response /* (1000, 5, 2015/04/17) */
The charges on the invoice add up correctly and were authorized before work was completed. All charges are in accordance with proper labor times at this stores labor rate and parts are marked up fairly. We are willing to settle with Mr....

[redacted]. The store Service Manager has called 2 Times Today (4/17/2015) to try and reach a reasonable customer goodwill gesture. Messages have been left and when he returns the call to the store to speak with the service manager a resolution will be met.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its [redacted], that's why. They are involved in blatantly ripping off their customers and that's wrong. In no universe should it ever cost $280 to change out the fan belt. It literally takes an amateur only 5 minutes to do. I mentioned in my original complaint that prior to examining this invoice thoroughly, I went to get an estimate to repair my parking brake. Their best estimate was $650 to which I responded that I had this repaired in the past and cost had never exceeded $250 anywhere in the US. In fact I had the repair affected the next week by another shop for $250.
I never did preapprove these charges - that is a bald faced lie! I never would have. I don't care if the little [redacted] there called me or not. What on earth would we ever discuss? I am enroute to AK now to assume a new position there and don't even have that phone anymore. The numbers speak for themselves as does their conduct. I will never use Firestone again and have thrown away their credit card.
Final Business Response /* (4000, 9, 2015/04/28) */
Mr. [redacted] has not returned the calls that the store made to reach out to him.
Mr. [redacted] should contact the store @ XXX-XXX-XXXX and speak to the Manager [redacted] or Service Manager [redacted] and they will work with Mr. [redacted] towards a resolution.

Complaint: [redacted]
I am rejecting this response because:
Hi, and thank you for your response. If 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 start. How about directing me higher in the corporate ladder please! 
Sincerely,
[redacted]

Initial Business Response /* (1000, 20, 2015/08/14) */
Contact Name and Title: Mike [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
Store manager Daniel [redacted] had talked to Ed and he agreed to pay $500 on bill. The store was going to credit $236.63 and Ed was going to...

come into the store to get credit. Ed has been contacted several times but has not showed up at the store to get credit

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. After further review, the Area Manager indicates that the vehicle is at the store today with the rims being repaired. We hope this resolves the case.Again, we apologize for the trouble this issue has caused and we hope to see you back in the future!

Initial Business Response /* (1000, 7, 2014/02/05) */
It is our understanding that Ms. [redacted] overheated her vehicle prior to visiting our shop. This in itself may have started the process resulting in the ultimate failure of her head gasket. Our claims department investigated and found no...

supporting information to indicate that our store should be held responsible for the repairs. In an effort to assist our customer, the claims department was able to negotiate a goodwill offer of a refund of the service that she will not benefit from since the engine will have to be replaced along with 50% of the estimate of replacement. We feel this offer to be more than fair since there was no supporting documentation presented by her. She indicated that she will get back to claims with her decision.

Complaint: [redacted]
I am rejecting this response because:
 
It's an internal problem if the tires did not make it back to Bridgestone.  I was instructed with the last faulty tire to bring it to a Firestone store (which I didn't know existed or was the same as Bridgestone). 
After opening the complaint with Bridgestone after the last tire, I was told to bring that one to the Firestone Complete store to see what's going on and have it replaced.  I did exactly as told and you should have that tire in your possession.  There was a warranty claim number and everything.
I've been offered absolutely no resolution and just keep getting excuses why you're unable to address my concerns.
Sincerely,
[redacted]

I have been going to firestone for over 6 years, recently relocated to Texas and decided to go to this particular location, took my vehicle in for a simple oil change, turns out they messed it up bad to where I lost all power in my car and couldn't drive it. When I called the staff was very rude and they were trying to dodge my issue, I ended up calling the 1-800 number on the back of receipt and same, they took forever to get back to me. Long story short after about 50 phone calls and lots of time wasted at work, I tried to get them to fix my vehicle, however it took 3 weeks for them to get it back to me. I called the store manager and he was basically worthless. He doesn't help in any way. These people do not take care of their customers. I don't think anybody has to go through this. SO SAVE YOURSELF SOME TROUBLE AND DO NOT GO TO THIS FIRESTONE, or any period because I learned the hard way that they don't care about you. And they don't compensate you for the time you lose trying to fix what they messed up. In my case, 3 weeks without my vehicle.

If it was possible to give no stars, I would. This location is one of the worst locations I have EVER had to deal with. I have been a loyal customer for 15+ years and this location tried to scam me thinking I knew nothing about my car. They tried overcharging me for tire maintenance- replaced bent rim, and a brand new(purchased a month ago from diff. tires plus location) tire. I was told it was going to be over $400. I called my car dealership and it was going to be $239. So after calling the tires plus I previously used before I moved, I asked why the tire wasn't going to be prorated like the other tires plus said, since my tire was brand new. They hung up the phone on me multiple times after finding out they were trying to make money off of me. They then put my spare tire on my car, WITHOUT my permission. I told them when I dropped my car off that I needed to save my rim because my spare was faulty and not safe. They ended up popping my spare and refused to replace it, when I told them not to use it in the first place. They have had my car since monday and have not updated me on when my car will be ready...it's now wednesday.

Received info from the Area Manager:
The store manager contacted the customer
and addressed concerns on pricing. Explained oil change pricing was the same as before. This time,the customer did not present a coupon. The customer also felt pricing on the wiper blades was to high also. For customer
satisfaction, store manager issued credit Of $15.00 on the oil change
(coupon offering on Firestone web site) and $10.00 dollars on the wiper blades,
for a total of $25.00 dollars.Store manager also addressed the
recommendations and the difference on the dealers.Customer felt stores should
discount pricing and not require coupons to receive the discounts, manager
explained that this marketing handled by corporate andOffers can vary. He explained that
there is a free oil change offer in the current school coupon book as an
example.