Bridgestone Retail Operations

Initial Business Response /* (1000, 8, 2015/05/04) */
Contact Name and Title: [redacted] Area manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
Contacted customer on 4/22/15 explained to the customer the difference between the on-line quote and the actual final was...

sales tax that is not part of the on-line quote. Apologized for the difference and not properly explaining during the close of the transcation. Informed the customer that we would refund the difference, he just needed to return to the store to process the refund. As of 5/4/15 the customer has not returned to the store for the refund.

We certainly apologize for the situation and we would like to do our best to review and resolve [redacted] concerns.
After our investigation with the Area Manager, the following was the explanation he gave on the situation,
"The fluids that are to be filled during a courtesy check...

were
filled, but the coolant was low and the store recommended further inspection to
determine why it was low.  We advised the customer that the coolant is in
a sealed system and should not be low unless there is a problem, hence the
recommendation for further inspection.  He became irate and stated that we
were trying to take advantage of him and sell him services he did not
need.   At that point the store finished the work the customer
brought it in for and returned the vehicle to the customer. They explained to
him that they did not top off the coolant (and I explained this to the customer
as well) as doing so without determining if there is a bigger issue causing the
fluids to be low might exacerbate an unsafe condition and put us in a position
of liability if the vehicle suffered a failure related to the cooling system.[redacted]Area Manager - Baytown Area" 
Also, we have 2 previous cases with the same customer. In our previous case with him we have had similar instances where our employees felt threatened by [redacted] and do not appreciate the type of language he is using towards them. It has been noted in multiple cases with [redacted] of this issue when attempting to communicate with him. We apologize for any communications issues or misunderstandings we have had with [redacted].

Initial Business Response /* (1000, 13, 2015/06/01) */
Contact Name and Title: [redacted] Area M
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
Past history - Firestone had done all the radiator work, etc and the engine was bad. We replaced the engine for free and...

now there is noise in the engine. the manager is willing and has old the customer that we will fix for free again. in the past 30 days the customer has either not shown up for or cancelled 3 appointments to bring it in including today June 1, 2015. All we need to di is have her bring car in and we will take care of her. For Free!
Initial Consumer Rebuttal /* (3000, 15, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have only that one vehicle. I have a disabled child and cannot just give up my car over and over again. I did bring my car in on june 1, 2015 to be repaired. I am once again without a car because it was not fixed right in the beginning. now my air conditioning is down blowing cool on one side and hot air on the other. this has happened after the heating core was replaced by firestone. I had to refinance money to pay for some of these repairs it has not been all free. all of this could have been avoided if it was fixed right the first time.
Final Consumer Response /* (4200, 19, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
when I got the rental I had to pay for coverage and a deposit but I do appreciate the rental to get back and forth to work. I still had to pay twice for getting repairs done that was firestones mistake to begin with and that money has been added to my car loan plus having to take time off of work to take this car back and forth for repairs that should have been done right the first time which was done at the Florissant store to begin with. and now my air conditioning is not working right it blows hot air out the driver side vents and cool on the passenger side not sure why which I informed the Bridgeton store about.
Final Business Response /* (4000, 21, 2015/06/05) */
Again please let the customer know we will fix this problem for her.

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 called and emailed with no response back. Please follow up with the Area Manager, Jeffrey for resolution to this matter. Thank you.

This case was forwarded to the Area Manager to review and resolve. The Area Manager indicates the below information pertaining to this matter:
HERE ARE THE FACTS OF THIS CASE, AS I KNOW THEM. FIRST, LET ME STATE THAT, THIS IS TWO SEPARATE VEHICLES THAT ARE MENTIONED BY THE CUSTOMER. ALL...

SERVICES, ON BOTH VEHICLES, WERE COMPLETED AT STORE 018856 VALLEY RIVER. I WILL ADDRESS THE FIRST CLAIM BY MR. [redacted] ON HIS 1988 [redacted]:ON 3/13/16, WORK ORDER 190230, THE [redacted] WAS BROUGHT IN FOR A ALIGNMENT CHECK, ROTATION AND BALANCE OF THE TIRES AND A COMPLETE VEHICLE INSPECTION. THE RESULT OF THE INSPECTION FOUND THE FRONT BRAKES IN NEED OF SERVICE. TECHNICIAN GARRETT PERFORMED THE BRAKE SERVICE, WHICH INCLUDED RESURFACING BOTH FRONT ROTORS, REPLACEMENT OF THE BRAKE PADS AND EXCHANGING THE BRAKE FLUID. THE 13TH OF MARCH WAS A SUNDAY AND THE VEHICLE PICK UP TIME WAS AT CLOSING 6:09PM. WHEN I SPOKE TO MR. [redacted] ON 6/24/16 IN REGARDS TO THE SECOND VEHICLE, HE BROUGHT UP THIS VEHICLE AND STATED THAT THE BRAKES WORKED, BUT DIDN’T FEEL RIGHT AS DESCRIBED. IT WAS DESCRIBED TO ME AS MORE OF A CHATTER WHEN BRAKING, BUT EITHER WAY THE SERVICE WASN’T DONE CORRECTLY OR PROPERLY TEST DRIVEN AFTERWARDS TO CONFIRM A QUALITY REPAIR. MR. [redacted] DID STATE BEING UNCOMFORTABLE TO DRIVE AT THE TIME, BUT UNDERSTOOD THAT THERE WAS NO ONE ELSE AT THE STORE AT THE TIME, AND THE VEHICLE DID STOP. HE CHOSE TO DRIVE THE VEHICLE HOME. NO MENTION OF A RENTAL CAR OR STORE REFUSAL TO PROVIDE ALTERNATE TRANSPORTATION WAS MADE. THE MILEAGE AT THE TIME OF THIS SERVICE WAS RECORDED AT 56,309. ON 3/19/16, WORK ORDER 190362, THE [redacted] WAS BROUGHT BACK IN TO HAVE THE BRAKES INSPECTED TO IDENTIFY AND REPAIR THE ISSUES DESCRIBED. THE VEHICLE MILEAGE IS RECORDED AT 56,668. THE LONGEST DISTANCE FROM THE STORE TO THE ADDRESS ON THE WORK ORDER, [redacted], IS 6.4 MILES. IF THE BRAKES WERE “PUTTING HIM IN DANGER” HE DROVE 359 MILES ON THEM BETWEEN SERVICES. THE WORK ORDER HAD A NOTE TO TEST DRIVE FOR AN IDLE PROBLEM. THERE ARE NO OTHER NOTES ON THE TICKET. THE TECHNICIAN THAT DID THE ORIGINAL WORK WAS ASSIGNED TO CORRECT THE ISSUE. WITHOUT ANY FURTHER NOTES I WOULD HAVE TO DEFER TO THE CUSTOMERS STATEMENT AS TO THE BRAKES STILL NOT BEING REPAIRED CORRECTLY. THE TECHNICIAN THAT PERFORMED THE SERVICE IS NO LONGER WITH THE COMPANY. THE INVOICE HAS NO CHARGE TO THE CUSTOMER.ON 3/23/16, WORK ORDER 190423, THE [redacted] WAS BROUGHT BACK IN FOR THE THIRD VISIT. THE MILEAGE IS RECORDED AT 56,718 MILES. THE WORK ORDER WAS WRITTEN UP AS A QUALITY ASSURANCE TICKET AND TECH JEREMY [redacted] WAS ASSIGNED TO INSPECT AND REPAIR THE VEHICLES BRAKES AS NEEDED. MR. [redacted] NOTED TO “START WITH FRONT ROTORS AND PADS. MAY NEED REAR DRUMS DONE TOO.” THE INVOICE STATES BOTH FRONT ROTORS AND REAR DRUMS WERE REPLACED WITH A REPACK OF THE FRONT WHEEL BEARINGS COMPLETED AT NO CHARGE. THE STATEMENTS OF MR. [redacted] AND WHAT HE TOLD ME ON 6/24/16 CONFIRM THAT AT THIS POINT THE VEHICLE WAS REPAIRED TO SATISFACTION. MR. [redacted] WAS NOT CHARGED ANYTHING ABOVE HIS ORIGINAL CHARGE OF $259.98, ON 3/13/16, FOR THE BRAKE SERVICE HE RECEIVED.THE [redacted] IS NO LONGER IN MR. [redacted]’S POSSESSION AND WAS REPAIRED AS PAID FOR. MY APOLOGIES WERE EXTENDED DURING OUR CALL ON 6/24/16 THAT IT TOOK THREE VISITS, BUT I CONFIRMED THE VEHICLE WAS REPAIRED CORRECTLY IN THE END. BASED ON OUR WARRANTY OF SERVICE AND FIXED RIGHT GUARANTEE WE COMPLETED THE REPAIRS AT NO ADDITIONAL CHARGE AND TO THE CUSTOMERS SATISFACTION AT THE TIME. THERE IS NO ADDITIONAL REFUND DUE TO THE CUSTOMER ON THIS VEHICLE AT THIS TIME.MR. [redacted]’S SECOND VEHICLE, A 1995 [redacted], IS THE BASIS OF THE COMPLAINT.IT WAS SEEN FOR THE FIRST TIME AT OUR LOCATION 018856 VALLEY RIVER ON 6/4/16. THE MILEAGE RECORDED IS 175,762 MILES. THE ORIGINAL WORK ORDER WAS WRITTEN UP FOR COMPLETE VEHICLE INSPECTION AND A DIAGNOSIS SERVICE. THE NOTE ON THE VEHICLE INSPECTION STATES, “BUMPER FALLING OFF SUGGEST BODY SHOP”. THE TECHNICIAN NOTES ON THE WORK ORDER ALSO NOTE, “MISSING DRIVER FRONT MARKER LIGHT. BUMPER FALLING OFF”. THE DIAGNOSIS SERVICE NOTES ARE, “JUST BOUGHT CAR. TIMING BELT LOOKS BAD? WANTS FULL ANALYSIS.”. UPON COMPLETION OF THE INSPECTION IS WAS RECOMMENDED AND APPROVED TO REPLACE BOTH FRONT WIPER BLADES, A PARKING LIGHT, COMPLETE STANDARD REAR BRAKE SERVICE, ALL FOUR TIRES, REPLACE A LEAKING RADIATOR WITH COOLANT FLUSH, PERFORM A ALIGNMENT WITH LIFETIME WARRANTY, REPLACE THE AIR FILTER AND REPLACE BOTH FRONT SWAY BAR END LINKS. THE TECHNICIAN ASSIGNED TO THE VEHICLE IS DEREK [redacted]. ADDITIONAL RECOMMENDATIONS NOT APPROVED WERE A BRAKE FLUID EXCHANGE, VALVE COVER GASKET REPLACEMENT, TUNE UP (SPARK PLUGS, IGNITION WIRES AND FUEL SYSTEM SERVICE) AND REPLACEMENT OF ALL FOUR STRUTS. MR. [redacted] POINTS OUT THAT AFTER HE PICKS UP THE VEHICLE HE HEARS A KNOCKING SOUND, THAT WAS NOT THERE PRIOR TO THIS SERVICE. IN SPEAKING WITH MR. [redacted] HE DID NOT RECALL HEARING ANY SOUNDS ON HIS TEST DRIVE AFTER SERVICE. IN MY EXPERIENCE, WHEEL BEARINGS DON’T CLUNK, THEY WILL HUM OR GROWL AND CHANGE IN VOLUME AS VEHICLE SPEED INCREASES, DECREASES AND WHEN TURNING.ON 6/9/2016, AFTER 215 MILES FROM OUR SERVICE THE RIGHT FRONT WHEEL FAILED. THE STORE DETERMINED THAT THE RIGHT FRONT WHEEL BEARING FAILED AS A RESULT OF SEIZING. MR. [redacted] REPORTED TO ME THAT THE HUB ASSEMBLY WOULD NOT MOVE (ROTATE) AND THE RESULT WAS THAT THREE OF FOUR WHEEL STUDS BROKE AT THE FLANGE AND THE FORTH ACTUALLY PULLED THROUGH THE ALUMINUM WHEEL. THE AMOUNT OF HEAT GENERATED DURING THE BEARING FAILURE MOST LIKELY CONTRIBUTED TO THE FAILURE OF THE WHEEL STUDS. ONCE DISASSEMBLED, MR. [redacted] STATED THE BEARING WAS DRY AND ANY LUBRICANT REMAINING WAS BLACK AND HARD. THE ONLY SERVICE THAT WAS PERFORMED PRIOR ON THE FRONT OF THE VEHICLE WAS NEW TIRES, SWAY BAR END LINKS AND AN ALIGNMENT. A ACCURATE ALIGNMENT CANNOT BE COMPLETED IF A WHEEL BEARING IS LOOSE, WHICH WOULD INDICATE FAILURE. BECAUSE THE BEARING IS SEALED AND INSTALLED IN A ASSEMBLY, THERE IS NO SERVICE INTERVAL FROM THE MANUFACTURER. THE ONLY INDICATION OF BEARING WEAR WOULD BE PLAY OR MOVEMENT UPON INSPECTION AND AT THAT TIME THE MANUFACTURER REQUIRES REPLACEMENT. IN THE PICTURE BELOW IS THE PARTS DIAGRAM OF THE [redacted] HUB/BEARING ASSEMBLY. ITEM #2 IS THE WHEEL BEARING ASSEMBLY. ON 6/18/16 THE VALLEY RIVER LOCATION OPENED A WORK ORDER PER DISCUSSION BETWEEN MYSELF AND THE STORE MANAGER TEDDY [redacted]. MR. [redacted] STATED THE MR. [redacted] WAS A GOOD CUSTOMER. MR. [redacted] WASN’T SURE ON HOW TO PROCEED AS THE FAILURE WASN’T A RESULT OF THE PRIOR WORK COMPLETED NOR THE SERVICING TECHNICIAN. SINCE THE VEHICLE WAS NEW TO MR. [redacted], HE HAD NO PRIOR SERVICE HISTORY, HE WOULD BE STUCK WITHOUT A VEHICLE. IT WAS DECIDED THAT THE RIGHT THING TO DO WOULD BE TO REPAIR THE WHEEL BEARING AT NO CHARGE TO MR. [redacted]. THE STORE TOOK THE REPAIRS A STEP FURTHER AND BECAUSE THE BRAKE ROTORS ARE CAPTURED BEHIND THE BEARING ASSEMBLY, THEY REPLACED BOTH FRONT WHEEL BEARINGS, FRONT BRAKE ROTORS AND INSTALLED NEW BRAKE PADS. THE EXISTING HUB ASSEMBLY FROM THE RIGHT SIDE RECEIVED NEW WHEEL STUDS. IN ADDITION, BECAUSE THE RIGHT FRONT WHEEL HAD BEEN DAMAGED FROM THE STUD PULLING THROUGH, THE STORE REPLACED ALL FOUR WHEELS AND HARDWARE. THIS WAS ALL COMPLETED AT NO CHARGE TO MR. [redacted]. THE REFUND AMOUNT ON WORK ORDER [redacted] OF $546.97 ONLY COVERED SOME OF THE PARTS USED AND NO LABOR. THE BEARINGS COST $125.98 FOR BOTH PLUS $625 IN LABOR THAT WASN’T SHOWN ON THE INVOICE. THE VALUE OF THE SERVICE PROVIDED WAS OVER $1300 ONCE YOU ADD TOWING AND WHEEL STUDS. MR. [redacted] WAS CHARGED NOTHING FOR THE REPAIRS AND THE STORE DID NOT JUST REPAIR WHAT FAILED, THEY WENT BEYOND TO ENSURE THAT THE ISSUE WOULD NOT BE REPEATED ON THE LEFT FRONT WHEEL AS WELL. ON 6/24/16, MR. [redacted] CONTACTED ME TO SAY THAT MR. [redacted] WAS HAPPY WITH THE REPAIRS, BUT WANTED TO KNOW IF WE WERE GOING TO TAKE CARE OF A CREASE IN HIS RIGHT FRONT FENDER. BASED ON WHAT I KNEW, THE VEHICLE BODY WASN’T IN THE BEST CONDITION PRIOR AND TOGETHER WE FELT WE HAD PROVIDED MORE THAN ADEQUATE ACCOMMODATIONS FOR A FAILURE THAT WE DIDN’T CAUSE. I STATED THAT I WOULD CONTACT MR. [redacted] AND DISCUSS THIS WITH HIM MYSELF. BELOW IS A BRIEF SUMMARY OF THE CONVERSATION I HAD WITH MR. [redacted] THAT I EMAILED MYSELF AFTERWARD:CALLED CUSTOMER. REVIEWED STORE COMMUNICATIONS. VERIFIED THAT STORE HAD COMMUNICATED EFFECTIVELY TO CUSTOMER. SCOTT CLAIMED TO NOT KNOW A LOT ABOUT CARS. I ADVISED SCOTT OF MY BACKGROUND AND MY UNDERSTANDING OF THE INCIDENT. IF THE WHEEL BEARING HAD BEEN FOUND LOOSE WE WOULD HAVE IDENTIFIED IT DURING THE VEHICLE INSPECT OR ALIGNMENT PROCESS. IF THERE WAS ANYTHING WRONG WITH THE BEARING INTERNALLY WE WOULD NOT BE ABLE TO IDENTIFY IT, UNLESS IT WAS LOOSE OR MAKING NOISE. WE COMPARED THE WHEEL BEARING TO A SKATEBOARD WHEEL BEARING. SCOTT STATED THE ONLY NOISE WAS A CLUNK HEARD WHEN ACCELERATING. SCOTT REQUESTED THAT HE BE REFUNDED FOR A BRAKE JOB ON HIS [redacted], ALL THE WORK COMPLETED ON HIS [redacted] AND THE FENDER REPLACED. SCOTT STATED HE HAD SENT A LETTER TO NASHVILLE AND THAT HE WOULD WAIT TO SEE HOW IT WAS RESOLVED. HE SAID WE KNOW HOW TO CONTACT HIM. I STARTED TO ADVISE THAT HE HAS MY CELL NUMBER, BUT HUNG UP ON ME BEFORE I COULD GET TWO WORDS OUT.BASED ON THE INFORMATION PRESENTED AND THE SERVICES RENDERED, WE HAVE FULFILLED OUR AGREEMENTS AND PERFORMED SERVICES IN COMPENSATION, AS A UNRELATED RESULT, OF PART FAILURE. ANY FURTHER COMPENSATION SHOULD NOT BE REQUIRED.

Initial Business Response /* (1000, 5, 2015/10/07) */
Contact Name and Title: Kevin [redacted]
Contact Email: [redacted]@bfrc.com
See below email sent to the customer offering a credit:
Hello Mr. [redacted],
I received a copy of your Revdex.com complaint. Could you please provide me with a copy of your...

receipt so that I can issue you the $28 credit?
Thank you for your time.
Kevin [redacted]

I had a lock cylinder and housing replaced there and was charged $550 for the part alone. I looked online and found one for $112 which is about five times the price they charged me. The sales rep said that they install manufacturer approved parts only. The part I saw online was an OEM (Original Equipment Manufacturer) made by [redacted]. I appealed to the company and they had the Customer Service manager contact me and he insisted that the part cost was legitimate to which I replied that I, honestly don't believe him. I was an easy mark or target. I had to be towed in so I was stuck. My total bill which included labor and a new tire was $950. That's no typo. They, also, conveniently neglected to give me the 5% [redacted] discount and they added a $10 insurance charge for the tire which I never agreed to. They did adjust the bill for those latter "mistakes" but I was ripped off on part. The only good that came out of it is that I can warn consumers not to do business at this Firestone. I can only imagine what scams they run on little old ladies.

Initial Business Response /* (1000, 2, 2014/07/11) */
There is no way someone quoted anyone $for a lifetime alignmentWe will not honor that priceThe maximum discount he can get is $off either the $price for a regular alignment or off the $lifetime alignmentIf he has
a written quote then we will honor thatOur warranties are only good for the original purchaserThe lifetime warranty is only honored as long as he still owns the vehicleIf he sells the vehicle to anyone, including family, then the warranty is voided
Initial Consumer Rebuttal /* (3000, 3, 2014/07/18) */
7/11/2014Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10127946, and have determined that this does not resolve my dispute. For your reference, details of the offer I reviewed appear below.(To assist us in bringing this matter to a close, we would like to know your view on the matter.)Your response time indicates that you did not care to gethold of business store or you?re not the store that is respondingHe did quoteme $dollar, so telling me I am laying will not resolve anythingThis evenmakes me more upsetAs far as I can tell the guy I spoke to on phone was an AfricanAmerican male, since he has helped me on front desk and I recognize his voice.Its also really bad that just few months ago when I went for another service,they quoted me $for one time and $for life timeI was not expecting $50for life time when he gave me that price and that is why I did not argue when Ileft the storeBut it seems you, cooperate office need to get with the storeto find out what are the true prices they are offeringI do not mind pay maxof $with taxes for lifetime and that seems little more fair compare to otherplaces charging me $for one timeSo double seems fairBut $includingtaxes is what I am willing to pay as a final, I still stand by $dollar hedid offer me and do not appreciate being called a layer without you actually investigating.That store doesn?t open until 9AM and there is no way you contacted them beforesending me a reply
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Regards,Bilal Haroon 7/18/2014Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10127946, and have determined that this does not resolve my dispute. For your reference, details of the offer I reviewed appear below.you can keep your service, your employee did lied to me bottom lineYou could atleast call and apologizedyou can keep your services, I will take my cars else where from now onThanks for calling me a lair.Regards,Bilal Haroon Final Business Response /* (4000, 4, 2014/07/18) */
7/18/2014I have already spoken to the person he is referring toHe has been with us for more than years and would not have quoted that low of a price for a lifetime alignment$is what we charge for a time alignment and we absolutely don't sell lifetime alignments that lowWe are still not going to sell a lifetime alignment for less than the $price he said he was originally quoted and that is still lower than our regular price of $and or our sale price of $The value of a lifetime alignment is well beyond our regular price of $Our final offer is $and no less

Initial Business Response /* (1000, 11, 2015/06/29) */
We are referring this to our claims department and a claims advisor will be assigned and contacting the customer to send out a third party inspector to investigate the issue and determine how we need to proceed with resolving the...

matter.

Complaint: [redacted] Thank you I will contact the representative 
Sincerely,
Anthony [redacted]

My name is Hector [redacted] and my story begins when I decided to purchase a vehicle from a dealership called [redacted] sales in Fairfiled, CT. On Monday March 28th, 2016, I scheduled for Firestone Complete Auto Care in Fairfield, CT to do a Complete Vehicle Inspection on a vehicle that I was looking to purchase, and I really wanted the security of knowing that I was not going to be buying a lemon of a car. This is the reason for the vehicle inspection, on Monday the 28th a representatives of [redacted] brought over the vehicle for inspection. This is where all the problems begin. Prior to bringing the vehicle to Firestone I noticed that the right rear tire had a bubble on the side wall and the other three tires on the vehicle were starting to dry rot, well I was sure that Firestone would pick up on this issue and pass the info forward to the dealer but that's not the case, after the inspection all that Firestone found wrong with the vehicle was that the brakes were starting to get down to their wear life.
What bothered me was the fact that, I never received a copy of the mechanics inspection, never received the percentage of how much life is left on the brakes, they never noticed the tire hazard on the right rear tire, and they claimed the tires were rotated but when I went to see the car at the dealership the tire was still on the right rear. So my concern was that I was being charged for an inspection that never really happened, and what happens if I purchase this vehicle and then I start having problems that could have been noticed during an actual inspection. So what now I would have to come out of pocket to pay for something that I initially paid for someone else to catch prior to vehicle purchase. I filed a complaint with Firestone thinking I was going to speak with a manager, and I did, which was the manager of the store I attended, when I spoke with him he told me he looked at the car himself and didn't see anything wrong with the tires, which amazes me considering their is small cuts on the sidewalls and their was an obvious bubble on the right rear which if you was removing the tire you would not miss seeing it, especially if you was doing an inspection. He then proceeded to tell me that their is nothing he can do seeing that the car belongs to [redacted], that I should take up my complaints with them, and that if I wanted he can refund me the money paid for the inspection. This is not what I wanted to hear, someone brushing me off when all I needed was help. Thank you Firestone! I have to say this is not the first time I have heard of this company failing their customer base, the negative complaints are starting to make more sense as more and more people are being taken advantage of because they don't have the proper vehicle knowledge.

My daughter and I went to Firestone Complete Auto Care on 288 Queen Street, in Southington CT 06489 to repair two tires both front. We were told that the front tire on the driver side had two nails together which made a large hole too big to fix and the other tire front passenger side had one nail in sideways. When the service rep. came back he said we needed two new front tires and that the back ones were bald on the inside. He recommended we purchased four new tires at a price of $624.20. When I said that was too much he recommended just getting new tires in front at a price of $332.68. I said still too much, we are going to look around then said how about $246.22 for two front tires. I said we would call back tomorrow after talking with my husband. This was on 2/27/16 on a Saturday. I took this vehicle to [redacted] Tire Service on Monday 2/29 to check with him about repairing the tires. Did not tell them anything about Firestone. He said wow the front tire on the driver side had two nails on different sides of the tire one he had to repair and the other did not puncture the tire. Fixed it and then took the other tire off and fixed the one nail not sideways in that tire. Then he asked me how old the car was and how many miles and I told him and he said nice because the tires were in good condition for all those miles repaired at $65.94.

Used to be a Tires Plus customer all the time but the last visit was ridiculous very rude quote of the wrong tires will not honor the warranty on the tires.
So I had to go somewhere else thank goodness I did got it for less they honored the warranty which your company would not do.
Very disappointed how Tires Plus has changed I would look in your customer satisfaction if you want your company and continue to grow

Initial Business Response /* (1000, 8, 2015/05/26) */
Contact Name and Title: [redacted] AM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
A refund was issued by the store for the repairs originally rendered for the check engine light. I discussed the situation of the...

stains allegedly left behind by our location. I requested the customer so send photos of the stains so that we would have documentation and make arrangements to have stains removed. Customer stated that this was no longer an issue and simply wanted upper management to be aware of the situation. Apologized for the inconvenience and exchanged my contact information if any future situation was to occur.

Initial Business Response /* (1000, 5, 2015/10/14) */
An internal case has been set up for review/investigation. The area or region manager will review the info and follow up with the customer.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */
(The consumer indicated he/she...

DID NOT accept the response from the business.)
Since 10/1/15 they (corporate and/or a regional manager) said they would contact me in regards to this issue and they have yet to follow through with their promise.
Final Consumer Response /* (4200, 12, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The manager NEVER called! She was standing at the front desk while the new employee checked me out so there was prime opportunity for her to explain everything. They also could have called to ask how to open the hood or even tell me they couldn't do the oil change. After 30 minutes of me heading home, I had to call the store to get an explaination about the note. I then had to go somewhere else to get an oil change and found out that Firestone put on my tires wrong and I had to pay money to get my tires rotated to the correct position. I spent more money fixing Firestone's mistake that could have damaged my car. I have the invoice from the service I had to pay for.
Final Business Response /* (4000, 14, 2015/10/27) */
Please send us the invoice from the oil change and rotation at the other facility. We will reimburse you for this as customer satisfaction to resolve the issue. Once again, we apologize for any inconvenience this issue caused you.

Initial Business Response /* (1000, 20, 2015/09/29) */
Initial Consumer Rebuttal /* (3000, 22, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no response
Final Business Response /* (4000, 24, 2015/10/06) */
An...

internal case will be set up and the Area Manager will review/contact customer to attempt to resolve the issue.

I had a conversation with the Store Manager Dustin [redacted] on 2-18. Dustin informed me he had a detailed conversation with the mother who owns this vehicle. Dustin will again attempt to contact this customer bfore submitting this case to our company's 3rd party claims investigator. There seems to be some mis-communication concerning the nature of this claim and we want to do whatever we can to assist in resolving.
 
Thank You,
John [redacted]
Region Manager

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 on our end for review.
Someone from our Corporate Customer Retention department spoke with you and agreed to reimburse you for the lost caps for a total of $50.00.
The case indicates that the reimbursement of $50.00 resolved this matter.
Again, we apologize for the inconvenience. 
Thank you.

If I could give them a negative rating I would have. I received my car back with scratches, nicks and tool marks on several places in my interior besides the oil and grease stains on my floor and interior parts of my vehicle. Also to mention they didn't put everything back together correctly. They were very difficult to work with I had to call them to find out when my part would come in to be told its been here and called to find out the status of my vehicle with no response. I showed up for them to tell me I need to bring it to the dealer to finish the repairs and wanted me to deliver it to the dealer myself. They were very unprofessional throughout this whole process and I will never return to Firestone for any type of repairs or service. They should have stuck to fixing tires only, but Discount tire is still much cheaper and more easy to work with.
The Manager Rolando [redacted] should have stepped up and made this right instead of passing these problems back the consumer, Firestone should have better management training for being such a large company or they chose the wrong employee for the job here.
I would expect to receive my vehicle back in the same condition and repaired before I would pay and take possession back. They should have done the leg work to make this right.

I had a flat and called Wheel Works in Petaluma, Ca. I was told they could take me right away. When I got there it took literally hours. There appeared no interest in meeting customer needs or the promises made.