Bridgestone Retail Operations

I brought my car in on 12/28 it was making a noise from the tires, which I purchased recently from tire plus. The mechanic told me I needed driver side wheel bearings and new brakes, I was confused, thinking I just replaced the front brakes not that long ago. he instead... it was not on file that I had them done, he stated they were really bad, like a 3 or less and the rotors had to be replaced, I asked if they could just be cut,he said oh no they are really bad have to replace them. I told him to do the wheel bearings and we will go from there. when he called he told me he will not charge for wheel bearings, the noise is from the CVT and I should get it to a transmission person, I shouldnt drive it. now I tow it to a transmission person and rent a car to get back and forth to work over the New year weekend. I work in the casino industry and can not take off! it turns out I spend another 200 changing the trans fluid and the noise is still there,now I end up at the dealership, its the holiday so I have to wait till the 3rd thats another 3 days of car rental, turns out it is the bearings on passengers side!!!
and the brakes are fine, the rotors need to be turned from the bearings warping them the pads are almost new! there was no need to rent a car, I could have driven the car to work for the weekend. I didn't and should not have replaced the trans fluid, there was no need for a tow. There was no need for me to stress for a week! You not only lost me as a customer but you lost my husbands car, my sons and my daughter=in-laws! along with anyone else I tell my story to! dont worry I only come across a few hundred people a day at my job!
after speaking with the manager of the store this morning I feel no better. I believe their actions are to get what they can from every customer that comes in to their business.
You don't need new brakes, your air filter is probably not a dirty as they stated, your hoses are probably not as bad as they make them out to be! I only wish I had look on the Revdex.com to see the 92% negative remarks before I had ever went there.

Initial Business Response /* (1000, 5, 2015/06/10) */
I had spoken to the customer and to the store location named here. We discussed and agreed to make right the concerns expressed. We made an offer to have the customer return to a Firestone Complete Auto Care or Tires Plus location and...

install the desired tires on the vehicle as he stated he was sure he would like the Bridgestone tire once they were installed. The customer agreed to return to a Tires Plus location in Powder Springs Ga. and have the desired tires installed. He stated he would find a date/time and let us know when the vehicle would be available to complete the work, based on his wife's schedule. The tires were ordered as requested and discussed, and have arrived. We were awaiting his return call to inform us where to have the tires sent and what date/time to set the appointment. The customer expressed that he was informed that he needed to go to the original location to get a refund and then go to the Tires Plus location to have them installed and pay for them. I informed him that was not necessary and he simply could go to Tires Plus and have the desired tires installed, and he agreed to that offer. We discussed that if a refund was desired, that we simply needed the tires returned at the time of the refund. If the customer wishes us to pick up the tires from a non-Firestone/Tires Plus location, we will do so and issue a refund for the tires through our standard channels. We have created an internal case and documented as described herein. I will reach out to the customer and make an offer to pick up the tires as requested, and submit for a refund.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were promised by the District Manager, [redacted], that we would have a check today, so we made another trip to Firestone to return the tires we didn't order and were over charged for, and the district manager forgot to order our check! We would appreciate a phone call from someone at the corporate office who really cares about customer service today! #XXXXXXXXXX. I had tires put one car yesterday by Dallas Tire, and I am afraid that we will never see our money! We could not allow them to pick up the tires at Dallas Tire because they did not have our money! So everything written above is not true!!!
Sent from my [redacted]
On Jun 11, 2015, at 4:57 PM, [redacted].custhelp.com wrote:
Image

Subject
FCAC Contact Feedback - [redacted] - Mobile
Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days. Thank you for allowing us to be of service to you.

Response By Email ([redacted] (06/11/XXXX XX:XX PM)
Dear [redacted],
I sincerely apologize for the confusion. If you see the word "resolved", this means your email has been successfully received and responded to. However, I have send this important information to our upper management team as your request for resolution.
If there is anything else I can do to assist you, please let me know. Thank you for choosing Firestone; we value your business. Have a great day.
Customer By CSS Email ([redacted]) (06/10/2015 09:59 PM)
Please understand that until I get my money back, this is NOT resolved! I am highly disappointed in the way you guys have handled this, and had it been handled differently you would not have lost my business.
[redacted]
On Wednesday, June 10, 2015 2:28 PM, "[redacted].custhelp.com" wrote:
Response By Email ([redacted] (06/10/2015 02:28 PM)
Dear [redacted],
Thank you for your quick response. I am truly sorry that this happened. We do value your business dearly and do not want to see you go elsewhere. I have updated this information in your file successfully.
If you have any questions or concerns, please do not hesitate to contact us via chat, email, or by phone (X-XXX-XXX-XXXX). Thank you for choosing Firestone. Have a great day.
Customer By CSS Email ([redacted]) (06/09/2015 09:46 PM)
We will be going elsewhere with our business, and perhaps you will want to investigate the practices of your store. I am enclosing the two quotes we received, and a copy of the email of what we ordered and you will see why we are very upset as well as why we are notifying the Revdex.com and the [redacted] Consumer Protection Agency. Hopefully this will not happen to anyone else.
[redacted]
Firestone COMPLETE AUTO CARE
SCHEDULE APPOINTMENT
(XXX) XXX-XXXX
[redacted] store hours
TIRES AUTO SERVICES OFFERS
FIND A STORE
Dear [redacted],
Thank you for scheduling your appointment with Firestone Complete Auto Care. We are checking on product and store teammate availability and will email you to confirm your appointment.
If for any reason we cannot complete your requested appointment time, we will call you directly to discuss other convenient appointment options.
APPOINTMENT DETAILS
Confirmation Number: XXXXXXX
Appointment Date: 06/07/2015 08:00 AM
REQUESTED SERVICES
Services Selected: Tire Replacement
Add Ons:
Tire Replacement
Additional Notes: tire quote id: XXXXXXXX, tire article number: 456, tire description: Bridgestone Dueler H/L [redacted] tire size: [redacted] tire quantity: 4, tire unit price: $177.99, tire quote End;..
If you'd like to change your requested appointment time, please call us to reschedule at (XXX) XXX-XXXX.
Thank you,
Firestone Complete Auto Care
[redacted]
Hiram, GA 30141-7806
(XXX) XXX-XXXX
On Monday, June 8, 2015 5:43 PM, "[redacted].custhelp.com" wrote:
Response By Email ([redacted] (06/08/2015 05:43 PM)
Dear [redacted],
Thank you for your recent feedback on our web site. I am truly sorry to hear you had an unsatisfactory experience at one of our locations. We appreciate your business and thank you for giving us the opportunity to resolve this issue.
Would you like to provide us with a little bit more information as to the incident which occurred. Also, to make sure we have the correct information in your file, could you please reply with your most current address and phone number?
In the meantime, we have escalated this information to our home office on your behalf for resolution. Your reference number is: XXXXXXX. You will receive a response from a member of upper management within the next 24-48 hours with an update.
If you have any questions or concerns, please do not hesitate to contact us via chat, email, or by phone (X-XXX-XXX-XXXX). Thank you for choosing Firestone. Have a great day.
Customer By CSS Email ([redacted]) (06/08/2015 04:45 PM)
The individual below has entered feedback on www.firestonecompleteautocare.com website.
Reference # = XXXXXX
Nature of Inquiry = Comments - Customer Service
First Name = [redacted]
Last Name = [redacted]
Email Address = [redacted].net
Message = Victims of a bait and switch at store #XXXXXX
User Agent: [redacted] 8_3 like [redacted] like [redacted]
[redacted] detected: Yes
Sincerely,
[redacted]

Question Reference # XXXXXX-XXXXXX
Date Created: 06/08/2015 04:45 PM
Date Last Updated: 06/11/2015 04:57 PM
Status: Solved
XXX:XXXXXX:XXXXX
Final Business Response /* (1000, 15, 2015/07/07) */
Check is showing it was delivered via [redacted] to Firestone on 06/16/15. Issue has been resolved.

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.

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.

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.

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!

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 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. Someone should be in contact with you shortly to reach a resolution. Thank you.

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 this has been resolved and they replaced all 4 tires at no charge.
 
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. 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, 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.

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.

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

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.

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, 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.

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.