Bridgestone Retail Operations

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]

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 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 in contact with you shortly to reach a resolution. Thank you.

Recently we took our Buick to the tire and service center in Northglenn for tire rotation, and by the time they were done the bill was nearly 600$. Our fault is letting this happen. One item was a very nasty filter that necessitated a lot of intense labor to replace. Was the one shown us actually from that Buick? This was just one item. Very disappointed.

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 has already worked out an agreement with you and apologized for the situation. They agreed to do the wires and no charge and a no charge diagnosis to verify his concern.  Again, we apologize for the trouble this issue has caused and we hope to see you back in the future!

We have a direct account with [redacted] where we can set up a rental directly in our customer retention department. This way, you aren't waiting to be reimbursed for the rental cost.
We feel our offer is fair in offering to get the wheel repaired and supplying a rental while it's being fixed.

Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: [redacted] Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
Car has been repaired and apologized for the service.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
We do appreciate Mr. [redacted]'s involvement in this matter, however the Firestone in Plainfield on [redacted] did not fix our problem we had to go to another Firestone in Naperville to get the necessary repairs and make it right.
We will never go back to the Plainfield Firestone as they were rude and [redacted] the manager there never called us back when he said he would when our vehicle was fixed in the other two times we took it there for repairs. They were also very disrespectful and we never received an apology for the way we were treated, nor did [redacted] apologize or explain to us why he never called us back to let us know that our vehicle was completed even though he said he would. They were very insensitive to our needs.

My name is John [redacted] and I am the Region Manager over this location. I spoke with Store Manager Tony [redacted] today in regards to this concern. Mr. [redacted] has tried to explain the reason for the same misc part number being used in our system and the customer did not want to understand. His air...

conditioning repair was performed properly and his system works just fine. His confusion lies in the manner in which our parts are invoiced. We also called for this customer again today and left him a voicemail to return our call. As of the time stamp on this response, we have not heard back. 
We will attempt to contact the customer again tomorrow in the hopes to help him understand better what he paid for that did fix his original concern.
 
Best Regards,
John [redacted]
Region Manager- Central Florida

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 a refund was issued to the [redacted] card on 08/05/16 for a total of $430.58. We hope this issue is resolved. 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 for the Area Manager to review and resolve.
The Area Manager indicates that this has been resolved and they replaced all 4 tires at no charge.
 
Thank you.

Arrived at the Firestone on the corner of Dempster and Skokie Blvd with a flat tire at 6pm.
I was "flatly" told they could not take care of me, even though I was unable to drive my car, and I barely made it there. No matter how much I pleaded with them to buy new tires pay more money, the answer was a flat NO. They would not put the spare tire or give me a new tire.
I believe this is an extremely bad business practice.

Initial Business Response /* (1000, 2, 2014/02/24) */
The complainant here did not come to the store, did not participate in the transaction, and did not make any contact with the store prior to 45+days from the transaction date.  The person that did come to the store brought in a...

specific online quote for tires on special that was printed from our website. He requested those tires be installed on the vehicle.  The store did exactly that.   No additional special from another store, as claimed by the complainant, could be confirmed.  The store and DM offered to honor an additional special if a written quote was provided.  No specific store, sales person, or written quote were ever provided.  No agreement to reimburse $100 was made by the servicing store.  Reimbursements of this nature are made on the spot, and a printed receipt is provided.  The customer then requested at a later time that his Lifetime Alignment be canceled.  The DM instructed the store to refund the difference between the Lifetime Alignment service, and a One Time Alignment service.  A refund of $106.50.  was applied to his Firestone account.   The customer was informed that the lifetime warranty would no longer apply to his vehicle.  If any additional written documentation supporting the claims made are available, Firestone is anxious to review them.  Until than time, we are declining any further compensation. 
Initial Consumer Rebuttal /* (3000, 3, 2014/03/18) */
2/28/2014Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 9924203, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do indeed have written proof if you really want it.  I have my cell phone record of me calling SEVERAL times before the "45" days from the translation date and never received any satisfaction.   You are correct that I have no 'written" proof that the manager offered a $100.00 rebate, but she did and forgot to document it in the computer.  I realize I am not getting my $100.00 back, but I want the Revdex.com and consumers know how rude your manager treats her customers and how inept she is.   I still go to the Firestone up the road , but will NEVER return to the Firestone in question.  I did not mention the previous problem I had at this store.  I paid for a lube and rotation, and they did not rotate my tires - they gave me a free lube job, but I wonder how often this happens there?
Regards,
S Williams
 
3/16/2014The issue is still unresolved - I told Firsetone I could provide phone records that I called but they responded. As usual, unprofessional and non-responsive.3/18/2014Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 9924203, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
No I do not accept their response.  The fact that I do not think the company will do the right thing and honor their managers word, I still desire the refund I WAS PROMISED!
Regards,
S Williams
 
Final Business Response /* (4000, 4, 2014/03/19) */
3/17/2014Th complainant indicated in his previous correspondence that he was aware that any addtional refund would not be provided,and wanted management to know about the situation.  Phone calls to the facility are not written proof of a committed refund.  No additional refund will be provided, and Firestone will not take any other action on this case.  If the Revdex.com feels that a mediation is necessary, please let us know.  Without dproper documentation though,there will be no further action.3/19/2014The complainant indicated in his previous correspondence that he was aware that any addtional refund would not be provided,and wanted management to know about the situation.  As per Firestone's Company Policy, phone calls to the facility are not written proof of a committed refund.  No additional refund will be provided, and Firestone will not take any other action on this case.  If the Revdex.com feels that a mediation is necessary, please let us know.  Without dproper documentation though,there will be no further action.

Thank you for bringing these concerns to our attention and giving us the opportunity to resolve this matter.
The Area Manager indicates that this has been resolved with Mr. [redacted]. We are going to...

refund the tire he purchased at store [redacted] since we lost his old tire. Francisco (AM for DLFW) is going to call him to make him an appointment to get the correct 3 tires installed at store [redacted]. The customer is satisfied with the resolution.

Initial Business Response /* (1000, 5, 2014/06/13) */
Contact Name and Title: [redacted] District Manag
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
I have called, apologized, discussed the issue with the customer and we have come to a resolution. The customer will recieve...

the next Full synthetic oil change at No charge. Customer was satisfied with the resolution.

date of service 9-24-16
requested only front end vehicle be INSPECTED
drove car 10-4-16 front right axle broke off when I turn the wheel
mechanic removed bolt & pin from ball joint screw to the right spindle
call firestone autocare [redacted] ms & headquarter wasn't any help at all
please DO NOT get your vehicle service with them at all

The manager named Rob was extremely unprofessional, rude and needs a course in customer service. After waiting for my turn in line, I walked to the counter ,said good morning and got no response. So I told by him that I was here for an oil change and gave him my cell number to look up my information. I said that I had a $54.99 full synthetic coupon that I wanted to use and he said he would not honor the $54.99 Firestone coupon. I have always used it before at this location but this morning Rob was not allowing me too. Informed me that my filter alone would cost him 50 bucks and he could not change my oil for that price. I explained to him that I've used it before without an issues and it has not expired yet so why cant I used it.He said that's why the old employees are gone.TMI (too much information)but what does that have to do with honoring your advertised coupon. He flat out refused so I took my business elsewhere. I called another location on Sam [redacted] and they were very helpful, apologetic for my bad customer service and honored my $54.99 coupon. I will never use Savannah Hwy.location every again and neither will my love ones.

Initial Business Response /* (1000, 10, 2014/03/17) */
The location has reached out to the guest 02/24/14 and addressed his concerns. Should there be anything further please have Mr. [redacted] contact the facility.
The matter is considered closed in this office.
Initial Consumer...

Rebuttal /* (3000, 12, 2014/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If you're referring to the man who called from firestone and said he'd forward the call on to someone that actually worked with wheel works, then you and I have a very different view of resolution. No representative has reached out and contacted me on this matter who represented wheel works in any way.
Please address the issue. Namely, honor your warranty as you've contracted to.
Final Consumer Response /* (3000, 49, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated, nobody from the company called. The only call was from a guy that said he had received the case by mistake, and actually represented a different company altogether. No further correspondence was received. If I am being unclear: 1) they didn't honor the warranty
2) they didn't contact me with anybody who even represented the company.
Final Business Response /* (4000, 51, 2015/10/08) */
An internal case has been set up for the Area Manager to review and contact the customer to resolve the issue.

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 issue was due to a damaged drain plug and the store has fixed the problem to resolve the complaint.  Again, we apologize for the trouble this issue has caused and we hope to see you back in the future!

Initial Business Response /* (1000, 6, 2015/09/14) */
Contact Name and Title: Rich [redacted] - Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
Attempted to contact Thuy [redacted] on 9/8/15 @ 9:50AM - left voice message. Call was returned on 9/9/15 by the customer. Attempted...

to contact customer again on 9/10/15 @ 11:09AM - left voice message. Waiting on callback. I will be happy to assist in setting up a damage claim to resolve the issue stated on the case. Will continue to try contacting customer to resolve issue.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, Rich did called and left messages and I have attempted to return the calls several times but it took me to his voicemail. I have actually attempted to call again today, Sept 17, and have left a voicemail to Rich to return my calls. I have also emailed Rich as well so we can soon resolve this issue. Please return my call Rich, I would love to resolve this issue as soon as possible too. You can either call or email me, I have available anytime. Thanks!
Final Business Response /* (4000, 10, 2015/09/23) */
Received update from Area Manager, Rich [redacted]:
I was finally able to make contact with the customer on Monday. I discussed the issue with her and offered to set up a vehicle damage claim so that the car could be inspected. The customer stated that there is no physical damage visible, nor did she see anyone maliciously damage her vehicle, but they had to adjust the steering column in order to drive her car. It has an electronic adjustable steering column and it now makes a clicking noise.
I submitted a request for a claims referral, case # XXXXXXX. I explained to her that the vehicle will have to be inspected by an Infinity dealer as our stores do not perform work of that scope, and that a claims representative will be in contact with her within the next few days.

Initial Business Response /* (1000, 10, 2015/02/23) */
Contact Name and Title: [redacted] - Area
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
Called and left my cell number for the customer to please return a call and discuss. Will await customer call...

back.
Initial Consumer Rebuttal /* (3000, 12, 2015/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called [redacted] back asap. We discussed the situation and I am still waiting on a favorable response from this company.
Final Business Response /* (4000, 20, 2015/03/23) */
We sent the customer an email on 03/04/15 to ensure that she received the second code we sent her for the vacation. We have yet to hear a response back from the customer.
We are attempting to resolve this, but she has to follow the steps once she receives the code and we have not heard back from her since.
Final Consumer Response /* (4200, 22, 2015/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I need for this to be sent to me in the mail. I do not have access to a computer at all times. The vacations they offer are only available 2 weeks away and that is not realistic for a consumer.