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Bridgestone Retail Operations

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Reviews Bridgestone Retail Operations

Bridgestone Retail Operations Reviews (416)

Initial Business Response /* (1000, 5, 2014/05/09) */
Contact Name and Title: [redacted] ADM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bfrc.com
Spoke with customer about issue. Customer believed that first service fixed everyhing that could go wrong on vehilce. Customer...

understands that the multiple services that were performed were all on different items on the vehicle and could not be caught at inital service. Customer is ok with outcome of FCAC refunding the amount of the coolant flush back to her due to inconvienence
Initial Consumer Rebuttal /* (3000, 7, 2014/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that Firestone should reimburse me for the work done at the Firestone in Des [redacted] I feel they should have checked the coolant system when I paid for the major tune up in [redacted], which cost me approx. $1500.00. They did not say a major tune up did not include this procedure. I faxed [redacted] on May 10, 2014 and told him I thought they should pay me $103.49 for that service. I did not hear back from him. A major tune up to me means they check everything under the hood of the vehicle. It was not explained to me what a major tune up was when it was done. [redacted] said this could mean many thing. I do not except this explanation. I want the $103.49. I have attached the receipt from the Firestone [redacted] office for you to review.
[redacted]
Final Business Response /* (4000, 9, 2014/05/16) */
It appears that Ms. [redacted] was not informed that Mr. [redacted] approved the reimbursement of the $103.49 that she spent to flush the coolant. See his entry on 5/9/14 before her rebuttal on 5/15/14.

I took my 2012 [redacted] to Hibdon's Hillside Dr. location in Broken Arrow, Ok on 3-2-16 to have the oil and filter changed. After the car sat in the garage after the oil change I noticed puddles of oil on my floor. I took the car back on 3-6 and explained the problem, the man at the counter said they were busy and I should make an appointment for the following week. I told him this was not satisfactory as the problem was caused by them and I had to drive 40 miles (one way) to bring the car back in. They did work it in that day and I was told a bad filter had been installed and the drain plug had been tightened too tight and striped the threads in the oil pan. I was told to call the manager the following day to see what could be done. I called the manager and he said they had ordered a new oil pan and he would call me Wed. 3-9-16 to come in and have it installed. I called them on Wed. and was told the manager, Oscar M[redacted], was off on Wednesdays. I talked to the service manager and was told the new part was not in and he didn't know when it would be in. My car is still leaking and the staff at Hibdon couldn't seem to care less.

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 complaint. The Area Manager has left a message for you to call him back to address the issues. Please return his call so we can rectify this matter. Thank you.

Thank you for alerting us so that this matter can be investigated further. Our records indicate management has been in contact and a mutual resolution has been reached prior to this response. Please reach back out to management should there be any additional questions or concerns with your...

service.

Initial Business Response /* (1000, 5, 2015/05/08) */
Contact Name and Title: [redacted]
Customer was contacted and advised that store replaced two tires and tachometer is no way related to any of the work performed by Firestone Complete Auto Care. The Store Manager had already...

explained this to the customer during his initial visit, but customer does not agree. Store Manager also informed customer there is a Technical Service Bulletin regarding issues with the tachometers on this vehicle, which verfies it is a common issue with this particular vehicle.

An internal case was set up to review/resolve. The area manager indicated that the store manager called the customer and left messages:
CALLED AND LEFT TWO MESSAGES, APOLOGIZING, OFFERING TO DO THE CORRECT LOF SERVICE AT NO CHARGE FOR CUSTOMER SATISFACTION AND GOODWILL. LEFT NAME AND...

CONTACT INFORMATION

Complaint: [redacted]
I am rejecting this response because:
accept your apology for miscommunication but your tire manager ([redacted]) was extremely rude and told me to leave. We were talking and I disagree with him and he told me to leave. I called the district office to complain about his attitude toward me and the district manager never call me back. I want a call from the district manager. 
Sincerely,
[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. After further review, the Area Manager indicates that the technician was not able to duplicate the issue and was not able to recommend a fix for the hard starting concern. The store was to follow up with you to refund you for the diagnostic. Again, we apologize for any inconvenience and we hope this will resolve the complaint.

This company is geared toward offering low prices for services. This is a ploy to get your vehicle in their shop where they can create new problems with your vehicle so they can charge you outlandish prices for the parts and service. The techs here literally broke a TPMS sensor and they tried to charge me for it. They also put false charges on your bill.

We apologize if the services did not fully correct the original starting issue. In an attempt to resolve this matter, Field Management has made attempts to reach out to you to discuss options. One of those options being to replace the battery at n/c as we continue to diagnose the root cause of...

the starting issues. Please reach out to Area Management directly at your earliest convenience at, d[redacted]@bfrc.com.

Initial Business Response /* (1000, 11, 2014/07/24) */
Our district has contacted Ms. [redacted] and resolved the matter. Please close the case.

Let me start by saying that I am an [redacted] Certified Master Mechanic and have my own repair facility. I don't have a front end alignment rack, so I farm front end alignments out, and used this shop once before in the past. They had a front end guy that I liked and who did a good job on a previous vehicle. So I thought I would use them again. I called and made an appointment to bring the vehicle in to have the toe-in set, and have the steering wheel centered. When I arrived, I was told the front end guy that had done the work on my previous visit had left, but they had another guy ("Oscar") that had "23 years of experience". So I gave them the tire pressures that I needed the tires set to, and asked that they also check the tire pressure in the spare while they had the vehicle. I explained that the vehicle tracked straight, and the tires were wearing perfectly. I just wanted an alignment check, and to set the toe-in and center the steering wheel. 2.5 hours later, they gave me back the vehicle and a bill for a complete front end alignment. I drove it back to my shop and noticed the steering wheel was still not straight, and now the vehicle was PULLING to the right. I checked the tire pressures, and all 4 tires were over inflated (by 20-35 PSI, well above the rated maximum inflation pressure), and the spare tire only had 3 PSI in it - which means they never even bothered to check it. Upon further investigation, I found the shim pack was missing (yes, MISSING) on the R/F upper control arm, and the bolts were backed off 1/2" and the control arm was loose, with fresh wrench marks on the nuts. This was NOT the condition of the vehicle when I dropped it off. I called "Jim", the store manager to see about rectifying the situation and was told the steering box has "play" in it and a leak, and therefore the toe-in could not be set, and they would not adjust the steering box because of the leak. There is no leak in the steering box, there is very little play in it, the entire front end is tight (ball joints, tie rod ends, control arm bushings, etc.) as the vehicle only has 48K miles on it, and "play" in a steering box has nothing to do with setting the toe-in. Jim said he didn't want to be "bothered" with it anymore and that his mechanic had already spent 1.5 hours on it (which he did not). Jim insisted I accept a refund of my money and be done with the situation. I subsequently opened a case with Firestone and it is pending. Meanwhile, I am taking the vehicle to a reputable front end shop to have the damage repaired that this Firestone dealer caused. The more serious aspect of this situation is that the R/F upper control arm was left loose, and this could have caused an accident. I would suggest that until "Oscar" is replaced by an [redacted] Certified Mechanic, and Firestone gets a Manager that doesn't have an "attitude" in this store, you find another facility in which to have your vehicle serviced/repaired.
Richard H[redacted]

On March 16 2016 my daughter took her 2008 [redacted] Fusion to Firestone Auto located at [redacted] Victoria Tx 77901 [redacted]. She was going to get an inspection certificate ($7) and an oil change ($23.00). She was told she needed to replace her sparkplugs even though her car only has 62,641 ,miles on it. The cost for that was $236.00. Also fuel induction decarbonization was done at a cost of $110.00. This was billed to a charge card that I pay in her name. Her name is Alexandria [redacted] and she lives at 1[redacted] Tx., 77901. I called and asked to speak to a service manager and was told Harold was not in, and that he would be back in 15 minutes. I called back in 30 minutes (3-16-16) and again asked for Harold. They stated he was still not there and David asked if he could help me instead. I informed him that I knew the sparkplugs did not need changing and that whatever "decarbonization" was done was also not needed. I further informed him that I looked it up on Fords Maintenance schedule site online just to be positive, and that it was supposed to be done at 100,000 miles. My email address is, [redacted], I was told that Harold had just pulled in and that he (David) would get him. I waited for 5 minutes on hold and hung up. I want to say that my daughter is a 21 year old who like a lot of females her age knows very little about vehicles. She just moved to Victoria Tx to start a job. She lived in Corpus Christi Tx most of her life, which is where I am at. The complaint is that the car simply needed the state inspection and she thought an oil change, which would have been fine, but instead ended up with over $200.00 extra for make believe preventive auto need that were no where close to being needed.

Never trust Dale and don't trust Firestone. I should have read through reviews before going to Firestone in [redacted]. My experience was a a horrible one and I should have known from the time of walking in that it would be.
When I first went into the store an older lady who said she made an appointment and was in a hurry was told by Dale from Tooele, the salesman at the counter, that they didn't schedule her appointment correctly and that they would not be able to do anything for her, so probably the best option without waiting for 2hrs would be to schedule an another appointment. That should have been my first sign.
My second sign should have been is when Dale immediately started telling me that I may need new rotors before inspecting my vehicle and that even if I don't hear noises or feel anything funny on my brake pedals that it can still mean that I need new ones.
The thing about this all is that I knew I didn't need rotors as I had dropped off the vehicle first to [redacted] in Sandy who told me that there was nothing wrong with my brakes other than my rear brakes were a little low but I had 6 months until I needed to replace them, and that they stopped the noises my brakes were making. Soon after I left the shop the brakes started sounding worse, so I brought the car to [redacted] has never treated me wrong, but they are more expensive. They told me that my rotors were fine, but I needed to change my rear brakes immediately and gave me a quote of $180 with tax for the repairs. Bought I thought I could find a deal.
I then searched online and found a coupon for $60 for brakes at Firestone. I called the store in [redacted] and spoke to Dale and he told me that brakes were $120. I thought this would be a fair deal as with the coupon the brakes would be $60. After I dropped off the vehicle and recieved a call back and Dale told me that my rear brakes do need changing, but my rotors were "unsafe and they could repair them by grinding them down, so they need to replace them as they met the dealers specs of needing replacing at 315". I was furious and told him not to replace them and that I would pick up my vehicle. But, I called him back and got them done as I thought I could save some money.
After I got to the store, Dale (I well mention his name over and over since he is a liar and a deceiver which I believe was trying to make a quota since it is the end of the month - and I would like for people going into Firestone to know that they need to be skeptical of everything Dale says) told me that he didn't tell me over the phone that the quote he gave me included the brake coupon (liar). But, since he wanted my business that he would still apply it. After all was said and done my bill for 2 brakes that should have been $60 ended up being $260 with "$100 off".
I have a friend who works at [redacted] and asked if I got screwed? He did tell me that I should have waited as my rotors were totally fine and didn't need replacing. I asked about what Dale told me about needing to replace the rotors at 315 and he said that anything below that they should, but not at that. Therefore, Dale did deceive me. My friend told me that I should have never trusted a salesman who starts off a subject of what I need done before an inspection takes place. And, he was right.
My goal in writing this review is to hopefully to stop 200 people from going to Firestone as that was the amount of money I lost. I also work at a very large corporation in [redacted] with over 1000 employees and will share this experience immediately beginning today (Oct 24 2016). Every time I hear anyone talk about brakes, I am going to share not to trust Dale and Firestone and that they need to go some where else. Hopefully, I can share this experience with a few thousand people, so that Firestone loses thousands of dollars in time due to a salesman trying to make a possible quota.
Thanks Dale for showing me never to trust you and for causing me to lose $200 even with a coupon provided. I will be submitting this same review to the Revdex.com.

My complaint is about Firestone Complete Auto Care on 388 Clifton Park CTR RD. Clifton Park, NY 12065.
I brought my car in for a tire rotation and alignment (I purchased a lifetime alignment a few years ago). I was told, after the mechanic inspected the Tie Rods, left and right, inner and outer, that they were loose and the alignment wouldn't be affective. I was told in order to do the alignment the Tie Rods would have to be replaced. To show me how loose my wheels were they wiggled it manually by hand. I am certain they loosened the lug nuts so that my tires would wiggle to the touch.(This was reenacted when getting 2nd and 3rd opinions) If my tires were that loose, I wouldn't have been able to drive my car. The shimmy would have forced me off the road, even driving at slow speeds.
The estimate to have the replace: $880.46.
I left without any services being done.
To confirm Firestone's recommendations, I took my car for a 2nd and 3rd opinion. The repair shops I went to are: [redacted]s, on Cental ave. in Colonie and Tri-County Collision, also on Cental Ave. The mechanics from each auto repair shop told my there was no problem with my Tie Rods. My tires were then rotated and aligned without any problems. My car drives and handles beautifully.
I also want to concluded with: very time I brought my car in for rotations, alignments, inspections and oil changes, I've always told that my car needs some recommended services and new parts. I have always thanked them for this info. and have gone to my trusted mechanics for their opinion. Each and every time my trusted mechanics have told me there is NO problem with any of the parts in question and that my car doesn't need any of those recommended services.
It seems that instead of repairing cars honestly, Firestone likes to recommend and make unnecessary repairs to bulk their customers for their money.

Complaint: 11126060
I am rejecting this response because: the...

repairs have already been done, the engine is most likely no longer at the shop, how can a proper investigation be done now? Why wasn't an investigation done when I originally called?
Sincerely,
Maria [redacted]

This review involves the Firestone Complete Auto Care Location at [redacted]
Fort Worth, TX 76135.
My wife went in this morning because she had a flat tire and was in a hurry to get to work. The tire could not be fixed so the technician sold her a new tire, never mentioning that there was a good spare in the spare storage area! I am highly pissed that they took advantage of her in this way. I was planning to buy a new set of tires for this vehicle anyway and would have been happy to buy from them but normally you get deals on buying a set of 4 tires, not one single tire. I called the Firestone consumer affairs group and expect to get a callback from the manager of the store tomorrow. We'll see what he does to resolve this situation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
From: No Public Profile [[redacted]@hotmail.com] Sent: Thursday, May 26, 2016 8:07 PMTo: [redacted]Subject: RE: complaint#[redacted]
 
Since that was the price of the tire, that sounds like an acceptable solution. I would agree to that.
 
[redacted]

Sincerely,
[redacted]

Thank you for reaching out to us so that we have the opportunity to help make things right. A formal case was created to document your concerns and management has been alerted to investigate. At this time, our case indicates that Field Management has been in contact with you and the matter is...

resolved. Please reach back out to Field Management directly should you have any additional concerns or questions.

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 further investigation.
The store manager indicates that he has refunded you the entire repair and inspection in reference to work order [redacted]. We apologize for not getting things right the first time. We hope we were able to fully resolve this matter.
Thank you!

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

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