Bridgestone Retail Operations

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 and store have both tried contacting you and left messages. Please follow up with one of them so we can rectify this matter. 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. 
Our case shows that the Area Manager issued a refund check for the amount of $701 to resolve this matter.

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 complaint was resolved and the store ended up taking care of it.

I would like to warn others of the ridiculous experience I had at Firestone in Quincy, MA. Yesterday, I called in around 8:00 AM to ask if I was to come in at 6:30 PM (half an hour before they close) if I could get a state inspection. The gentleman I spoke with was pleasant and said that would be no problem as long as I was here by 6:30 PM. When I arrived at Firestone that night (at 6:15 PM) I was immediately told by the clerk that I couldn't get an inspection. Once I told him the gentleman this morning on the phone told me as long as I came by 6:30 PM I would be able to get the inspection done, he hesitantly wrote up the work order. He tried to tell me I could be here until 8:00 PM waiting to have it done and when I was still ok with it, he tried to scare me about the difficulty of their inspections. I told him I have mostly new parts on my vehicle despite its 10 year age and I still needed the inspection done. After all this talk trying to get me to leave, they came back with a nonsense there is the slightest of a streak on your wiper blades and rejected it. I think it says a lot about a company whose employees that play childish games like that because they didn't get what the wanted (me to leave without having the inspection done) so they could go home earlier. Side note they offer to sell me [redacted] wiper blades for $42 to pass when I was able to purchase [redacted] wiper blades at [redacted] for $28. I hope they company realizes what kind of message this sends to their customers. I cringe knowing that I still have a lifetime of alignments through this company and will (despite living in Quincy) make sure that I go to another Firestone location for services needed with regards to alignments (hopefully the employees at another location will act like adults).

I brought my car in for a oil change a couple weeks ago and didn't notice I was leaking oil. thanks to my father who noticed the oil spots in the driveway. I then brought my car into the shop a second time where they put it on lift. five minutes later they called into the garage to show me my oil leak problem. They told me for $50.01 they could run a dye through my motor to trace the leak then I asked well, how much would it cost me to have the issue fix he said, $790.00. I pulled back and said I'm under warranty. when I got home I thought about it and decided to go to [redacted] and buy some oil and a washer and oil pan-plug. I noticed that oil was seeping out of the plug so, I switched it with a new one. what I noticed was that Neil the guy who worked on my car ruined the plug by putting a washer that was too small. Yes, he forced it on ruining the threads on the bolt. It gets better, he decides to loosen the bolts on my oil pan so the oil seeps out. Now when I brought my suv back into the shop they knew where it was leaking but, wanted to charge me for a issue that didn't exist. I leaked oil over my driveway and ruined my fathers driveway. Thanks Firestone I really appreciate your service. I'll never go back again. Why these people are even in business I don't know why. A question how many other's have spent money with Firestone and had gotten ripped off? It's a shame I've spent $100's of dollars and now it's clear to me I've been getting ripped off every time I brought my car to them. My advice is do the job yourself if you can at least you know what work has been done. So you know the tech's name is Neil he's a crook.

I have a 2008 [redacted] with 67k miles, on june 18th I noticed my check engine light came on so I decided to go to [redacted] first and they diagnostic said I need a tune up and replace cylinder. I contacted Firestone and they quoted me $140.00 for tune up and $131.00 to replace cylinder. I dropped my car off and later they called me and stated that I needed to replace cylinder coil 2 and 4 along with tune up, fuel system cleaning, coolant system service and break light replacement total of $761. I only agreed to tune up and replacing the cylinder coils total $475. including 89.99 diagnostic fee that I was unaware of. the rep stated that they have to do their own diagnostic to guarantee their work would fix the problem. A few days later my check engine light came back on and again [redacted] said the cylinder coils need to be replaced. when I returned to Firestone they now said I needed to replace cylinder coil number 3 $131. and to replace both 1 and 3 $285 dollars only after manager (Martinez) decided to waving labor fees for $190.00 . when I asked to refund my money so that I could get my car fixed properly they refused stating the parts they replaced worked fine but I was still having the same car problems. I have contacted the district manager and he said that he could push the price down to $210.00 and refund diagnostic fee ultimately charging total of $685.00. feel this company is a rip off and I am unsatisfied with the service. I wish I would have read the reviews prior to the service.

From: [redacted].[redacted]@startek.com] Sent: Monday, November 21, 2016 1:16 PM...

To: Revdex.com Info <[email protected]>; Jeffersonville Bridgestone Management <[redacted]@startek.com>Subject: Re: You have a New Message from Revdex.com Serving Chicago and Northern Illinois Complaint #[redacted]   Good afternoon, I have updated file# [redacted] with the following information. FYI this was a resolved file where we sent $100 refund [redacted] 11/21/16. Thank you, [redacted] Bridgestone Team Lead

Complaint: 11142423
I am rejecting this response because: I have not taken the car to another repair shop. I do...

not have the money to go to a different repair shop. If I had known that I would have gotten back paid for it I would have. I spent $2,100.00 dollars at your shop in trusting that they could do the work right the first time. I am a soldier. I do not have that kind of money around to go to different repair shops. I had go back and have them do the work again. I am very upset with the quality of the work done and that I had to go back 3 more times and having to take time away from work, my little free time I have, having to reschedule plans, and having to ask friends to help me out to get rides. My wife is pregnant wouldn't you be upset when you are driving a car that you though was safe and trusted a repair shop to do the work right? Do I plan on taking this car to another shop? Yes, I do plan to once I get the money to  cover the bill because I do not trust the work they did on my car nor will I ever take my car back to that place ever again. I still have not received any kind of phone call from Shan. He said, he would be getting back to me about this issue. Not once has he tried to contact me. I am hoping that his matter will be taken care of so I can move on. 
Thank you,
Sincerely,
Christopher [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 following up with you shortly to discuss a proper resolution to this issue.

Review: ON TUESDAY 4/15 I HAD A 3:00 APPT TO HAVE MY VEHICLE CHECKED OUT FOR A WINDSHILD WIPER ISSUE

THE WIPERS HAD STOPPED WORKING

YOU COULD HEAR THE MOTOR RUNNING/HOWEVER THERE WAS NO MOVEMENT ON THE LINKAGE

I TOLD THEM I DID NOT KNOW HOW TO GET AT THE LINKAGE AND THAT WAS WHY I WAS BRINING IT IN

THEY INSTRUCTED AFTER LOOKING AT MY CAR FOR 40 MINS THAT THE LINKAGE WAS FINE, THAT ALTHOUGH THE MOTOR HAD POWER, IT WAS NOT MOVING

I WAS INSTRUCTED I WOULD NEED A NEW WIPER MOTOR

I WAS QUOTED $279 FOR THE REPAIR AND RUSHED TO MAKE AN APPT THE NEXT DAY....I MADE THIS APPT BUT WAS TAKEN ABACK BY THE AMOUNT.

CALLING AROUND I FOUND THEIR PRICE WAS THE HIGHEST OUT THERE FOR THIS TYPE OF JOB.

I MADE ANOTHER APPT WITH A LOCAL MECHNIC AND TOOK MY CARE TO THEM

I WAS JUST INFORMED THAT MY MOTOR WAS FINE ( NOT BROKEN ) , THAT THE LINKAGE WAS THE ISSUE. WHICH WAS WHAT I ORIGINALLY TOLD THEM WHEN I TOOK IT IN.

I WAS BILLED $105 FOR THE LINKAGE REPAIR

NOW I AM NOT SURE IF THEY ARE INCOMPETANT OR JUST DISHONEST, HOWEVER I WILL ASSUME IF THEY REALLY LOOKED AT THE LINKAGE/MOTOR ASSEMBLY THEY WOULD HAVE SEEN THE LINKAGE WAS BROKEN!!!!! THEY WOULD HAVE SEEN THAT THE MOTOR WAS WORKING JUST FINE!!!!!Desired Settlement: I WILL NOT BE CHARGED FOR THIS VISIT ON 4/15 - I WILL NOT PAY FOR SOMEONE TO TRY TO RIP ME OFF !!!

IN THE PAST I HAVE USED THIS FIRESTONE FOR PM TYPE OF THINGS: OIL CHANGES/ROTATIONS...ETC

THEY HAVE COMPLETELY LOST MY TRUST, MY GIRLFRIENDS TRUST AND POTENTIALLY THE TRUST OF EVERYONE I KNOW!!!!

I WILL BE NEEDING AN OIL CHANGE SOON, NEW TIRES IN 20K

I WILLNOT SAY WHAT I WANT.....I WANT THEM TO LOOK AT THIS AND TELL ME WHAT THYE THINK MY TRUST AND THAT TRUST OF EVERYONE AROUND ME IS WORTH!!!!

MAKE THIS RIGHT, MAKE ME THINK THIS WAS NOT THE WAY YOU RUN YOUR BUSINESS

Business

Response:

Store Manager contacted the customer at home and discussed the mateer with the customer. Customer was concerened based on the price. The customer missunderstood the diagnosis but once [redacted] explained the proper diagnosis the customer agreed it made more sense. Manager checked pricing locally and was in check with other shops. Customer happy with outcome now that he understood the diagnosis, Manager took responsibility for the misscommunication on diagnosis causing the difference in price.

Consumer

Response:

Review: I have a 1999 Lincoln Navigator that when I took into Firestone the vehicle was operative. I spoke with the service representative named [redacted] initially and I told him that my vehicle was constantly shutting off at stop signs. I told him that I'm not that experienced in knowing what the problem was but was consulted that it might be my alternator going bad. [redacted] didn't disagree but he said that they would need to perform a full diagnostic test to determine the problem. When I bought the truck in they performed a test and determined that the problem was that my PCV vacuum lines had collapsed and needed to be replaced and also my belt needed to be replaced because of an oil leak. They also recommended that my crankshaft oil seal front be removed and replaced. I agreed to let them perform the work recommended. I get a call while at work from [redacted] stating that he needed more information about the history of the truck. he asked me if anyone may have jacked the vehicle up in an incorrect manner. I didn't recall that and he said that upon removing a pulley they found damage to my crankshaft in regards to a key being stuck and that needed to be removed before a new crankshaft can be installed. I asked him could the key be removed he said 50/50 chance and that there could possible be more damage to the engine beyond the crankshaft. I ask them to do the best they could in trying to remove the key. The next morning [redacted] calls me and states that the could not remove the key and that they just do not have the tools to go beyond fixing my truck but yet they charged me over 300 dollars for labor and diagnostics. I think this is an unfair business practice because now my truck is now un operative because they did more damage to my truck that my original parts could not be put back on my truck so that I could still drive the vehicle. I have been inconvenienced beyond imagine because now I don't have transportation to work and I have to catch rides. I want something done. I want my truck fixed back to when I bought it in or I want all my money back.Desired Settlement: I want my truck either fixed back to the way it was when I originally bought it in or I want all my money refunded

Business

Response:

We have been in contact with the customer and have agreed we should have not charged him for the repairs due to the fact we were unable to complete all of the services. The [redacted] is going to refund the customer the $302 and the customer is happy

Review: First of all, my dispute is with the parts supplier for the subject Firestone Complete Auto Care dealer. However, getting to that parts supplier is next to impossible. CFNA is the bank that finances the Bridgestone brand card under which Firestone bills. I approached them and was told they have no control over pricing. Apparently, Firestone has no control over pricing either.

I have a work order dated March 19, 2013 that showed "recommended" services after a vehicle inspection. The repair charge that I am concerned with is for ball joints (upper front left and right). It was recommended that they be removed and replaced at $153.99 each. The total for that work was estimated at $480.98. There were other items, but this complaint chiefly concerns the ball joints that have control arms into which the ball joints area sealed. This was not detailed on the recommended service. Well, I had a bad year financially and did little driving, purchasing, etc. I literally drove about 4,000 miles from March 2013 to March 2014.

As it occurred, I had made arrangements to move from [redacted] to [redacted], and took my vehicle back in for another inspection to see what it would take to make the trip. Again, the ball joints were recommended: "Control Arm w/Ball Joint", however, the price had soared to $331 for each of the left and right. Desperate to make the trip scheduled 2 days later, I borrowed $500 from my son-in-law and used the remaining credit on my Bridgestone credit card to have the work done. The total was $844.33. At the time, I had forgotten the recommended service report of March 2013 and just happened upon it once I arrived at my destination and was going through some files. From all appearances, it looks as if I paid for a left and right "Control Arm w/Ball Joint" for my vehicle and a "Control Arm w/Ball Joint" for someone else's vehicle.

Now the Firestone shop is one of the best I have used for work on my vehicle. However, I have noticed that Firestone works with only one supplier and they do not identify their suppliers. The pricing obtained for the "Control Arm w/Ball Joint" (right and left) had to either be retrieved from that supplier's list or the pricing had to be accessed via call-in to the supplier.Desired Settlement: I simply want a refund check in the amount of $331.00. I found the labor reasonable ($131.60).

Business

Response:

We will reach out to the customer and get this resolved to their satisfaction

Review: I brought my car in for a $24.00 oil change, they had a guy who didn't know what he was doing do the oil change and called me and said that it was going to now cost me $250.00 to fix it or I could have it towed to my house or where every I wanted it towed it. my car did not have any problems before I brought it in, it was not leaking oil, I just wanted it changed since I had a coupon to get it done. Now I feel because it I am a older woman I was taken advantage of by there mistake .thank youDesired Settlement: $250.00 what I paid for there mistake

Business

Response:

After reviewing this case and looking over the paperwork and statements from the employees it is clear that the issue was present before service. The store manager explained and warned customer of the issue with the oil pan prior to service or working on the vehicle. The damage had been done prior to service and most likely from the last service that was performed. In the event that we had of caused the issue we would have been more than happy to cover for the customer. I have detailed notes and a copy of the ticket if you need to review and support our stand on this matter.

Review: We had several issues with this firestone auto care. This time its a damaged motor and I believe they forgot to fill the engine with oil. The last time they were going to charge $1600 dollars when ford said it was a $700 repair and the time before they ran the car in to a workers tool area and damaged the car. Now, after talking to the assistant mgr she said things to me about the car I knew she was lying about. I cant get help and I'm out of a car becase the motor is ruined.Desired Settlement: The car needs major repair and its only has 86333 miles on it. The engine is damaged because it had no oil on in it

Business

Response:

Vehicle was brought into our facility with a check engine light and for an oil change. We performed a free "code scan" diagnsis which indicated 3 trouble codes and suggested a full computer diagnostic at $99 to further diagnose and identify the causes. Customer was provided a written estimate along with a list of potential symptoms while receiving the originally requested oil change. Customer declined additional repairs or diagnosis at that time. Vehicle was brought back in for a running rough condidtion/ check engine light on several days after the service. Technician inspected the oil level / condition and oil filter - both were in good working order; however the vehicle ran rough and has an internal engine noise. It appears vehicle has an internal engine problem which started to develop prior to the original visit which is why the check engine was initially on along with 3 seperate trouble codes. Store Manager has left several messages for customer in an attempt to go over the findings but has not received a call back from customer. Respectfully, [redacted]Area ManagerBridgestone Retail Operations

Review: Took car in to be looked at and tires put on..Also to get quote for parts and labor needed

On 2/21/2015 took 2008 KIA Rondo into Appleton WI Firestone complete to be checked out and tires put on car...The car was driven to the shop by my boyfriend 30 miles..Asked them to inspect suspension and see what would cost to repair any damage..couple hours later got call from location they were asking $1400.00 for parts and labor to replace one front strut I called KIA and found the parts were $475.00 so they were asking bout $1000 in labor which is crazy once looking at quote that received noticed they were trying to charge double for the parts..Anyways went to pick car back up with the new tires as I asked them to leave the car alone cant afford that price got there they suggested not to drive cause once car was on there lift something broke more and now was rubbing on tire and didnt think was going to be able to drive..I sent my Boyfriend next day with trailer to get the car he pulled it on trailer brought it home and removed from trailer he then went to move it into the garage to get it worked on not even 20 feet the tire shredded from the broken shock that they left sit against the new tire...So now im out a new tire and all the time and running cause one they left vehicle sitting in situation that I couldnt retrieve it even tho drove there on its own power day before ..And two the price gouging they tried to do on parts for vehicle...I feel this was unfair and should be investigated for prices and attempt to get a refund on the tire they left...I have not contacted the shop that had done this nor do I wish too very disappointed in the situation and prices they came up with..All together got parts and labor done for $650.00 which is more then half lessDesired Settlement: I have contacted there corporate office and got no reply found out they don't make the tire that was put on just 2 days ago anymore so going to try to find something similar to put on the car..I would like for my cost of tire and time and gas to retrieve car which Tire $120.00 Gas and Time $100 Total $220.00...Also think should be noted and maybe investigated on price gouging of parts so that other people don't get suckered into there high prices that are way higher then other reputable shops...

Business

Response:

I am the [redacted] and did call and leave a message with the boyfriend. After reviewing the quote and estimate we quoted $1300 for both sides of strut and spring replacement which would be $650 per side. Same as customer got repaired for. We recommend both sides since both have same mileage and if one breaks the other is soon to follow. No evidence of price gouging

Review: On 10/25/2013 I had a rear tail light out and Firestone said they could replace it. I went down and gave the information to the desk person, saying I needed a rear light replaced. After awhile they moved my car into the garage. I could see the car and the workman from a window in the waiting room. I went to look and saw a repairman standing at the right front of my car with the hood up. I woundered what he was doing with the hood up. But I also saw that the front tire on the car was flat. I got upset and went to the desk to say " What is he doing with the hood up and my front tire is flat. I was told that the tire was low when they moved it in. They took the tire off and showed me where there was a puncture. He said it was probably low when I brought it down to the service center. I have warning lights for low tire pressure and never saw a warning light traveling to the Firestone Auto Care.They fixed the tire and gave me a bill for $90.65. When I left my tire light came on so I returned to the Firestone Auto Care. They finally got that to stop but told me I had underinflated tires and they raised the pressure to make the light go out. Later, I checked my lights and the rear tail light was out.I complainedbut got nowhereDesired Settlement: Removal of charge for replacement of front headlight $53.88 or some kind of checking on this business. The order sheet says check L/F light when it should have said left rear light.( if you were sitting in the car. I went to the [redacted] the next day and they replaced my rear light for nothing. The total cost when the tire repair was included was $90.65

Business

Response:

Store Manager Spoke to Customer and refunded amount requested, customer satisfied with result.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: I brought my car to Firestone, Stamford, for a battery w/ a 5 yr warranty on 7/18/2008. My car would not start on 4/29/2013.I called AAA and they jump started my car, tested my system and told me I only needed a battery.When I called Firestone in Stamford, I was told my warranty was expired.I went there and showed my receipt and pushed them to prorate.After over an hour wait, I was told I needed $1000.00 (one thousand dollars) in repairs,not just a battery, but new alternator,and recommended a serpentine belt. I told them that AAA checked the car, tested the system,and found nothing wrong, except needing a battery. Firestone told me they would not give me a warranty if I only purchased a battery, because there were other problems with the car that I was not taking care of.I told them I would not buy a battery without a warranty. After a long wait of letting them "talk to the manager to see what they could do",at their suggestion.and "putting notes in the computer", I took my car and left.I went directly to [redacted],Stamford, had a new battery quickly installed for approx. $130.00.They told me my serpentine belt was "like new" and had no cracks.The next day I went to [redacted], Norwalk and had my system tested, which verfied that my alternator was fine.I feel that Firestone falsly manipulated the "data" they showed me, to take advantage of a single woman. The others in the waiting room were women /elderly.

Product_Or_Service: Car Battery

Order_Number: Invoice #XXXXXX

Desired Settlement: I would like Firestone to send me a check for the prorated 5 year warranty on my battery purchased 7/18/2008.

Business

Response:

Business Response /* (1000, 5, 2013/05/02) */

spoke with cust and refunded her $100 for her troubles, cust is satisfied with the outcome

Consumer Response /* (2110, 7, 2013/05/09) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

On 5/1/13 I was told, on the phone, that I would be sent a $100 check. As of 5/9/13 I have not received it. I [redacted] provide an update when I actually receive the check and it clears in my bank account.

In addition, after I submitted my complaint , I discovered that Firestone left the metal bracket and bolts (which secure the plastic cover, for the trunk mounted battery), loose in the trunk.This could have resulted in a safety issue, with explosive gases building up in the trunk.The metal bracket secures the plastic cover that secures the seal so the battery gases vent outside the car.

I did explain this on the phone and the response was something to the effect of "every car being different " and not being able to address that point.The failure to reattach this seal, which is necessary to prevent explosive gases from building up in the trunk is both negligent and outrageous.

I was told, on the phone, that I would be sent $100 check, but I have not received it yet. I [redacted] provide an update when I actually receive the check and it clears in my bank account.

In addition, after I submitted my complaint , I discovered that Firestone left the metal bracket and bolts (which secure the plastic cover, for the trunk mounted battery), loose in the trunk.This could have resulted in a safety issue, with explosive gases building up in the trunk.The metal bracket secures the plastic cover that secures the seal so the battery gases vent outside the car.

I did explain this on the phone and the response was something to the effect of "every car being different " and not being able to address that point.

Consumer Response /* (-5, 8, 2013/05/09) */

The statement by Firestone that I was refunded $100 is not accurate.I was offered the $100 check on the phone and verbally accepted it, but I do not have it as of 5/9/2013.

The person I spoke to was very courteous and admitted they made a mistake, but portrayed it as an error and not intentionally taking advantage. No responsibilty was admitted for the safety risk of the unsecured battery in my trunk.

Consumer Response /* (-5, 9, 2013/05/09) */

The statement by Firestone that I was refunded $100 is not accurate.I was offered the $100 check on the phone and verbally accepted it, but I do not have it as of 5/9/2013.

The person I spoke to was very courteous and admitted they made a mistake, but portrayed it as an error and not intentionally taking advantage. No responsibilty was admitted for the safety risk of the unsecured battery in my trunk.

Review: I own a 2008 [redacted]. On june 18, 2014 I entered [redacted] to purchase four tires. The sales associate advised me, that a free standard oil change would be included with the purchase. my car was worked on by [redacted] service technician [redacted]. a few months later, after driving approximately 1,000 miles on September 10th, I heard my car making a funny sound, so I took the car into [redacted]. when the technician looked at my car, there was no oil, apparently, the technician that was supposed to have completed the oil change on june 18, drained the oil, but never replaced the oil. So the second technician added 2 quarts, no charge, to my car. Shortly after leaving [redacted], my vehicle broke down... unfortunately, it was too late, the damage was done, and my engine was blown. I returned to [redacted], and advise the manager what had happened to my vehicle, which he replied that it wasnt [redacted]'s fault, as I should have checked my vehicle's oil. I dont understand this response. If their technician had done his job correctly, this wouldn't have happened, as my vehicle had no problems prior to his indecent. I do have a mechanic note that worked on my vehicle approx 3 months prior to visiting [redacted] that indicates my car was in great working condition. the next oil change wasnt due until September 18, so I dont understand why they would think me, or anyone else would check the oil. I have had to purchase a new engine, pay a mechanic to put it in, and rent a vehicle while my car was being repaired.Desired Settlement: I would like for [redacted] to reimburse me for the cost of the new motor, the mechanics fee, as well as the cost of the rental vehicle while my vehicle was being repaired. $2,000.00 for the motor, $1,500.00 for the mechanic to put it in, and so far, $175.00 in rental fees.

Business

Response:

When we received this complaint it was identified as a damage claim issue and a claim was started by our claims department. Our claims agent has attempted to contact Mr. [redacted] but he has not returned the calls. Additionally, a message was left explaining the claims process and an independent inspector was assigned to the claim. The inspector tried reaching Mr. [redacted] to set up an inspection but also has not been able to reach him. If Mr. [redacted] is still interested in pursuing the claim have him contact Mr. [redacted] in our claims office at ###-###-####. If Mr. [redacted] is not willing to have his vehicle reinspected for the claim, please close the complaint.

Review: My father went to Firestone Autocare today (09/18/13) for a diagnosis and repair. Because he did not speak English, I was talking on the phone with their Service Manager [redacted] the whole time. While driving back to NH, his 2002 [redacted] kept stopping on the highway, so he drove to the nearest mechanic for a checkup. After a half an hour diagnosis I was told by the technician at Firestone that it was a problem with the catalytic converter. I was assured that once the converter was changed, the car would move without an issue. After comprising on price of parts and labor the car was repaired after 2 hours of service. Total bill came to around $1225.00 parts and all and was paid with a credit card. I was again assured that the parts were under warranty for 2-4 years, and that the problem was resolved. Half an hour after my Dad drove away, I received a call from him saying that the problem was still there. After hours of waiting, and $1225 spent, the car was still stopping in the middle of the highway in the middle of the night and the "check engine" light still on (meaning catalytic converter problem was not resolved). I am angry and frustrated that we spent so much money only to put my Dad's life in danger. Our home in NH is 3 hours away from the store, so any next day evaluation will be difficult.Desired Settlement: I would like for the management at Firestone to reimburse me the money that I had paid for the service, or some form of compensation. Because we live 3 hrs away, it will be hard for us to drive all the way to CT to have them repair our car. It would be best if they are willing to pay for services that a local mechanic has done for us.

Business

Response:

Refunded customer $1,225.94 for repairs done at the [redacted] Firestone Store. Cusotmer is satisfied with the resolution.

Review: on 7/01/13 131,154 miles Firestone did oil change, rear bakes (pads, and rotors) and replaced two tires. on 9/16/13133,508 miles the back end of the car was shaking and stiring wheel would when I hit the brakes. I ask them to check my back brakes or put it on the machine. He said he would take it for a test drive and he did. He told me the transmission was going and I replied that wouldn't make the back end of my car shake and you did put on the machine tosee whats wrong with the brakes. On decemeber 13, 2013 my son I was on I way home from his game. It was snowing and icy on the roads coming home from my son basketball game. I made a left turn on to my street I pass about three homes and the back end of the car started coming forwared.I was hitting the brakes and the car wouldn't stop. The car was going into a neighbor home and I end up hitting a tree in the yard. The office came out and did a police report and told me my fishtailed. I called auto insurance and started a claim for body repair. On Janurary9,2014 I picked my car up from [redacted] Auto Body Of Avon . I park the car in garge thursday. Friday morning I take my son to school on my way home started smelling odor in the car . I picked my son up from school and could still smell the same odor in the car. I was on my way home from my son basketball game the smell was so strong in the car my asked me what is that smell and I replied I don't know but starting to make me sick. I pulled the car over and started vomitting on the side of the road. My son got out of the car because there was smoke coming from back end of the car between the tire and he replied mom it smells bad like dead dogs. I parked the car in the garage and called [redacted] Auto Body Of Avon. They tolled the back to the shop . After checking the car [redacted] manger from [redacted] told me to take the car to who ever did the brakes. They didn't do the brakes right and you can't drive this car its not safe. I called Firestone in [redacted] and he said bDesired Settlement: I want my brakes fixed and deductible 500.00 , pain and stuffing. They offer to give my money back from body repairs the 4,304.11.On January 14,2014 [redacted] asked if I want my money back for auto repairs. I went to doctor because I was nausea for four days my doctor think came from inhaling fuse from brake fluid. I want to compensate for not having a vehicle.

Business

Response:

Thank you for letting us know about Ms. [redacted]'s claim issue. Our claims department investigated this matter and sent an independent inspector out to determine if our store was responsible for the current failure of her vehicle. The inspector indicated that the failure was not related to our service and her claim was denied. Since the claim was denied there was no offer to pay for the repairs. We would recommend that she contact her insurance company to have them re-inspect her car.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They are response for the brake the brake were repair by Firestone. They didn't fix the brakes properly. When took my car back to Firestone in 7/01/13 told them the back end on my car was shaking a lot when hit the brakes. I ask them to put my car on a machine, he took my car for test drive and told me the transmission was going and maybe front brakes need to be repaired. On December13/2013 my son and I were coming home from his basketball game in a snowing storm and tried to stop a light and my car weren't stop. I ended up turn on to my street and driving for 1 mile and the back end of the car started coming forward and I tried to stop again and couldn't . The car and I end up in a neighbor yard I almost hit their house but I hit a tree in the yard . I called the police officer and my car insurance . The police officer told me my car fishtailed.My car insurance toll my car on 12/16/2013 to [redacted] for the car to be repaired and rent me a car until repairs were finished. the car was damaged on the rear passenger side . I picked my car up on 1/9/2013 drove my car home and parked in the garage. On Saturday evening coming back from my son basketball game the car started to smell bad in the car. I had to pull over because I was getting sick. When I pull over and tried to get out I started vomiting and son got out the car and said the car was smoking.I I was 2miles from the house. I came the house and called the [redacted] and told them the problem and they had the car toll back to them to see what was wrong and it was the brakes and I was told to take the car back to Firestone. The brakes were repaired properly. I called Firestone and got a claim represented name [redacted] ###-###-#### and said they would take care of the problem with the brakes. On 1/17/2014 my car was toll back to [redacted] and that they would send inspector out to look at my car.On 1/22/2014 [redacted] asked my if I want my money back for the repairs done on my car for body work. I didn't what to say and replied I didn't know I had to make decides right now on what I want . I want my car fixed because I don't have a car and I will let you know late what I want . I was without car until 1/23/2014 because the inspector hadn't inspect the car. [redacted] rent me a car on 1/23/2014. On 1/24/2014 [redacted] said the claim was denied and that I would have to turn the car . I talk to auto insurance 1/27/2014 [redacted] ###-###-#### about my car she said this is a mechanic problem and [redacted] inspected the car and told Firestone this is because the brakes. I needed my car toll back from [redacted] to my house were they toll it from and I needed car rental until my car is fixed by Firestone .