Bridgestone Retail Operations

Review: On February 18, 2015 I took the car in for a check up on why the engine seemed to be having difficulty shifting in lower gears. Once running along at 55 mph it ran fine. The technicians decided I needed new Engine Sensors, Engine Gaskets, a tune up requiring all new Spark Plugs, a Fuel System Cleaning, an Air Filter, and new Water Outlet Housing for the Cooling System. According to the technician, this required taking apart the entire engine. I had to rent a car for two days. I picked up my car at [redacted] on February 20, 2015 and paid $2,167.80 in repair costs. At that time I asked the technician about my front license plate, which was missing, along with the frame and four bolts. The tech checked in the garage and said no one could locate it. One week later, on March 6, 2015, my car started steaming from the engine. I stopped the car and opened the hood. There was steam and white smoke coming from an area of the engine. It looked like something had not been hooked up completely. I waited until it cooled off and drove the vehicle home. I called [redacted] the next morning and explained the problem. They asked me to drop it off on Saturday March 7, 2015, which I did. They could not look at it until Monday, March 9, 2015, at which time they informed me that the antifreeze system needed a new hose, and that they needed to order parts. I had to get rides to and from work. The parts came in on Tuesday and [redacted] waited until Tuesday night to tell me that the wrong parts had been delivered and that they had to reorder them. I needed to once again rent a car on Wednesday, March 11, 2015, for which [redacted] paid. The parts were replaced and the engine put back together. I paid for a new Heater System, and a new Cooling system, coming to a total of $728.20. I picked up my car on Thursday night, March 12, 2015. Friday afternoon, March 13, 2015, I drove the car as far as the entrance to the thruway (only about a mile) and I heard a loud rattling sound in the engine, as if something were falling off and got tangled in the motor. Large volumes of white smoke came out of the back of the car. I had to pull over on the side of the highway and slowly made it to the next closest exit. I have a friend who lives close to the thruway and left the car, still smoking, in their yard. I called [redacted] and informed them of what happened, whose representative replied, "Wow. Really? That's not supposed to happen." They asked me to bring in the car to look at it and see if they could fix it. I told them I would make a decision about towing it there within a few days as I was going out of town for the weekend. I do not feel comfortable having them try to repair my car. I also had to rent yet another car, which is causing me great financial distress.Desired Settlement: I want a full refund: $2,167.80 plus $728.20 = $2,896.00. I do not want [redacted] to touch my car again.

Business

Response:

In regards to complaint id#[redacted];

Review: On Monday the 23rd of September I had brought my car into Firestone in [redacted] to get my wheel bearing done. The first thing I noticed that the price was too high. I felt that I was getting ripped off. The mechanic working on my car kept taking time to talk with friends and text instead of working on my car. The manager [redacted] had came in and told me it was taking a long time due to my car was rusted and they were having problems with the abs. I noticed the mechanic putting on my tires and then retaking them off. My sister has asked why and he said it was not right. I could see the mechanic getting mad and throwing tools around. A couple days later after getting my car back. My car on the highway started making strange noise and then my tcs, abs,and check engine light came on. I had been in contact with the corporate already to talk about getting ripped off. I had called him and told him, that I was having problems with my car. He asked me to go back I said I will not go back to that store. I went to the [redacted] location. Where the mechanic had told me that my wheel bearings were so bad. That the [redacted] store had did such a bad job. They put my life at risk. They had scammed me a few times. I pay $616 to only find out that the job was done so bad. I could of had a accident due to them not doing their job right. The manager at the [redacted] store has tried to screw me over a few times. I am not at all happy with what has happened. It seems like the corporate guy does not care about what happened. I have witness who can also say they know I got lied to and screwed.Desired Settlement: I only think its fair to get my money back due to the following reasons, one they put my life at risk, I was scared be on the highways and having car issues, I was lied to and screwed over. Be on the highway doing 65miles the last thing you want is for your car to make noise that is scaring you and for all your lights to come on. I think its on fair to get my money back.

Business

Response:

It is our understanding that our district office has contacted Ms. [redacted] and resolved this matter with her. She agreed to a refund of $200 as a customer satisfaction.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Yes that was what happened at firestone. 2 days later im on the highway when my car kicked back and started making noises, shaking and my tcs and abs lights came on. I had called [redacted] he asked me to go to [redacted] firestone I refused to due I did not feel comfortable going there. He asked me to go to the [redacted] location I agreeded. I go there and thr manager [redacted] came in and told me they looked at the wheel bearing he told me it was terrible. That what that [redacted] office did a horrible job doing my wheel bearings. He asked when can I leave the car I said it will have to be monday. He then told me that he does not feel comfortable letting me drive this car it is unsafe. So after agreeing to the $200. That was before I found out that my car was unsafe due to [redacted] firestone. I dont think you or [redacted] understand. That firestone put my life at risk. Here I am young girl on the highway doing almost 70 and having bad car problems. I was scared try to pull over safely not knowing whats wrong. To hear the mechanic telling me my car was so bad, they had did such a bad job. That is not ok. I was scary going thru this. If I had known at first hoe bad my car was I would have asked for my full money back. When I agree to the $200 I haf no idea my life was at risk. I believe its only right to get my money back. For putting my life at risk, I missed some work time having my car break and having to go to the shop, and waste of gas.

Sincerely,

Business

Response:

Spoke to csutomer today 10/01/13. Refunded the total amount to customer, customer is very satisfied.

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 have been a [redacted] customer for 10+ years and I have appreciated the workmanship and service they have provided. I have referred close friends who also have been raving about the customer satisfaction they have been receiving from them. I have never had a complaint against the business and all issues have been able to be resolved after speaking to the manager. Recently the work done on my car has been poor. My [redacted] needed tires and a call was placed to the shop to setup an appointment and to order them. The day of the appointment the store advised me that they forgot to order the tires and I had to wait. They were able to get the order placed and the tires in the following day. My complaint is the next day after I picked up my car on December 3rd; one of my tires was flat after the installation of 4 brand new tires. This is unacceptable since the problem was due to poor installation done by a mechanic. Prior to purchasing the tires they installed a [redacted] kit since I was told it needed to be done. Less than 2 months later they say the [redacted] piece was the wrong one installed. All this time I have been driving around on faulted equipment. This is the same piece they had to replace 4 times due since they were not able to tell which one was compatible with my car. Previous manager that I have spoken with have built a relationship with have never allowed me to return more than once after a mechanic error. Recently I have been finding myself constantly to [redacted] for the poor workmanship done on my vehicles. I have reached out to the [redacted] complaint department and I spoke with a female name [redacted] who took my complaint at 8:00 in the morning on December 4th. She told me that I will receive a call within the next 48 hours from a district manager. I haven't heard from the business since. My reference number for the complaint is [redacted].Desired Settlement: My complaint is for the poor workmanship of the mechanics and for the store manager. I feel a credit is due to my [redacted] card for the amount of the tires. I have been a loyal customer to the business and I have never experience this type of customer service. I have never called their corporate office for any issue and the first time I have a serious one after 10 years I have not seen any customer appreciation for being that loyal customer. I have probably spent over 10,000 at [redacted] and I have paid off my [redacted] credit that had a limit of 1,000 twice already.

Business

Response:

Customer has been refunded in full for tire purchase. Store felt that the customer had been inconvenienced on numerous occasions and was deserving of the refund that they were requesting. Customer is very pleased and will continue doing business.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted].

Review: On 12/26/2013, I took my car to Firestone Complete Auto Care [redacted] for a antifreeze leak. They told my a need a gasket and a thermostat, so the work was down and I was charged $314.00. On 12/31/13, I went out started my car to warm up and notice antifreeze dropping from my vehicle, that I video record with my cell phone. I called Firestone they had me bring the card down. As they checked it, they told me I needed a new radiator and that the job with parts was statemented to $480.00. I sat in Firestone from 9am-2pm, for them to tell me that its not my radiator and that I needed a new water-pump and timing chain pricing me at $823.00 or more. I took the vehicle home and dropped it off @ noon on 1/1/2014. They did not start working on my vehicle until 1/2/2014. I called them up that afternoon and they told me that the car would be ready for 5p.m., yet apond my arrival the vehicle was still on the lift. About 6:45p.m., the service man asked if I had the car towed in. I told him NO, I drove it in myself. Then he tells my that my idol wasn't adjusting and when the car is put gear it shuts off. I told him to take me to my vehicle, so he did. I notice that my engine was shaking and told him, WHY IS MY ENGINE SHAKING SO MUCH, IT WAS NOT SHAKING AT ALL WHEN I BROUGHT IN TO GET FIX. They told me that they wanted to keep the vehicle over night so they can work on it again in the morning.It just been one thing after another and I don't think I should have to pay full price for my vechicle to get fixed. I believe they are doing things to it so I would have to spend more money on it.Desired Settlement: I was charged a total of 1,137.00 within a week of taking my vehicle to firestone. The problem was not fixed from the first time and now they are giving me more issues. Not to mention holding it for 2 to 3 days, to do a 4 hour job. It is stressful that I have to find a ride to work very day since the 2nd of January of 2014.

Business

Response:

Store Manager [redacted] talked to customer and they came to the agreement of taking $300 off of the service price. Customer left satisfied and will remain a loyal Firestone customer.

Review: We bought a [redacted] liner from [redacted] in 2007. Unfortunately the liner did not hold up and wound up leaking. The liner had a 20 yr warranty. This repair is going to wind up costing us a huge chunk of $$ since we just had the flagstone cemented on the liner. Either that particular liner was defective or [redacted] makes an inferior product. Unfortunately I have found [redacted] customer service to be wavering and confusing. At first they said they wouldn't replace the liner, then they said they would replace the liner, and then then said they wouldn't replace the liner. I am perplexed and unsettled by the fact that they would rescind an offer to replace the defective liner. Does [redacted] stand behind their product? After reading the forums, I see that other retailers have replaced defective liners. I would like my money refunded. The receipt details are below. The liner did not last and should have been covered under their warranty. After their unsettling customer service issues, I would like my $140.40 refunded. Rose [redacted]This pond liner comes with a 20 year manufactures warrant[redacted]

Product_Or_Service: [redacted] Liner 45mil

Order_Number: [redacted] ThDesired Settlement: DesiredSettlementID: Refund

Refund the $140.40 I paid

Review: On 5/31, my [redacted] was diagnosed as needing a new wheel bearing. I called [redacted], the Service Advisor ( Store [redacted]) on 6/12 to schedule an appt. for Sat 6/13. At drop off I was told to pick it up end of the day i.e. 6pm. Before that I got a call from [redacted] saying they were backed up and it would be pushing it too close to 6pm. I showed flexibility and confirmed it would be ready in the morning, i.e. Sunday 6/14 for pick up. I called at 10 am and said that I would pick up the car at 11 am. When I was nearing the shop at 11am, I got a call from [redacted] saying they were backed up again, had staffing issues so they would need another two hours. Frustrated, I confirmed a 1pm pick. Trying to rework a wasted morning, I called at 3 pm to be informed by [redacted] "it's all set, Sir". When I showed up at 4 pm, I was taken to the workshop to see my car mounted up, and explained that "after several attempts to yank out a component the particular part just would not come off because the master technician had access to a tool that the rest of the shop did not have". I was asked to leave behind the car till the master technician came back on Monday since [redacted] was unsure the car was a 100% driveable. I swallowed my disgust and asked for a rental car to ride back home and phase over the next day to which [redacted] agreed. While I was waiting, my car was being hurriedly assembled ready to be handed over to me for they decided not to arrange a rental car. When I asked the technician in the workshop, [redacted] SHOUTED at me to get back in. Stunned I waited further to be told all car rentals are closed and I should drive out in my car. When I refused to accept a mutilated car on grounds of safety, I was further rebuked, the car keys were thrown near the door and I was commanded to leave on the threat that [redacted] would call the police. Does complete disregard for customer safety, blatant lies, incompetence, and sheer customer DISRESPECT constitute your FIXED RIGHT GUARANTEE? An incompetent auto care shop is a SAFETY HAZARD, and must SHUT DOWN!Desired Settlement: I would like [redacted] to pick up ALL the charges (incl. any car rentals) that I would incur to fix the problem as diagnosed and treated by the [redacted] dealership. Considering the incompetence displayed by [redacted] and his team, it is quite possible that the [redacted] dealership could diagnose the problem differently resulting in different parts/services from that recommended by [redacted].

I trust the [redacted] dealership to be the ultimate authority on their cars and would not thus seek alternative advice.

Business

Response:

This case can be closed for [redacted].We apologized to [redacted] had his vehicle inspected by the [redacted] dealer on our cost.Then vehicle was then picked up and repaired at a sister store for no charge.[redacted] inspected and test drove upon completion with our service manager and is satisfied.Thank you[redacted]Area ManagerBostonBridgestone Retail Operations[redacted]

Review: My wife's 2006 [redacted] Mountaineer was brought to Firestone [redacted] for diagnosis of an electrical issue. After replacing the battery in one visit, the alternator in another, the battery again in another, the store manager said to take it to the dealer and he woul pay for diagnosis and "make it right". The vehicle had also been in numerous times for a hesitation and loss of power where they replaced the throttle body twice. The symptoms with that kept happening as well. The comment by the store manager to a AAA rep was " my guys aren't good with electrical diag anyway". After aweek at the dealer they diagnosed the electrical as the main junction box and our loss of powe and hesitation as a a transmission problem. We went through almost a year of aggravation and inconvenience and Firestones offer was to refund for what they did and pay for the diagnosis at the dealer? That doesn't make us whole nor does it "make it right". Everytime we brought our car back they had it for days, sometimes a week and not once were we offered a rental for their misdiagnosis and unnecessary repairs. When I bring my vehicle to the dealer for an oil change I get a loner! On top of it all when we complained we received the run around for over aweek before I called corporate to be told that they didn't do anything from the store level as they said they did, that's not very honest practice. We feel as we have been lied to, treated terribly after being GREAT customers, and have lost ALL trust in Firestone as a company. At this point we simply want to be made whole with refund of our battery/alternator/ throttle body, refunded for the dealer diagnosis, and reimbursed for the repair if the junction box - WHICH WAS THE ISSUE FROM DAY ONE THEY MISDIAGNOSED! We feel that's more than fair considering how much of our time Firestone wasted that we will never get back.Desired Settlement: At this point we simply want to be made whole with refund of our battery/alternator/ throttle body, refunded for the dealer diagnosis, and reimbursed for the repair of the junction box - WHICH WAS THE ISSUE FROM DAY ONE THEY MISDIAGNOSED! We feel that's more than fair considering how much of our time Firestone wasted that we will never get back and we have to pay to have the transmission rebuilt which was the other issue we brought it in for and were run around on misdiagnosis.

Business

Response:

WE HAVE LOCATED HIS CLAIM CASE AND REVIEWED THE FILE WITH OUR CLAIMS DEPARTMENT. ACCORDING TO THE CASE FILE LIABILITY WAS DENIED. HOWEVER, AS CUSTOMERS SATISFACTION A FULL REFUND OF OUR SERVICE WAS OFFERED. THE NOTES ALSO INDICATE MANAGEMENT MADE A TOTAL GOODWILL SETTLEMENT OFFER OF $1341.47 WHICH IS ABOVE THE ORIGINAL REFUND OF SERVICE IN AN ATTEMPT TO HELP RESOLVE THIS IN AN AMICABLE MANNER. AFTER REVIEWING HIS CASE AGAIN WITH CLAIMS THE CURRENT GOODWILL OFFER OF $1,341.47 STILL STANDS AND WILL BE A FINAL OFFER. IF HE WOULD LIKE TO ACCEPT THIS OFFER OR DISCUSS HIS CLAIM FURTHER, PLEASE HAVE HIM CONTACT HIS ASSIGNED ADVISOR [redacted] DIRECTLY AT ###-###-####.

Review: My complaint is specifically against[redacted] # [redacted] and its manager [redacted] and assistant manager [redacted]. In November of 2014 I brought my 2008[redacted] in with an issue of not hot air blowing from the heater after the car was at running temperature along with the engine light and throttle control warning lights on. At this time it was repaired so I thought. I had to bring the car back in January 2015 with the exact same issue. I was told that it was a faulty part they installed back in November 2014 thermostat.I questions [redacted] why was this not caught back in November 2014? Is it not standard mechanic 101 to check the entire cooling system to make sure there are no other problems? He had no answer but [redacted] did try to push, pressure and convince me that the radiator hoses had to be replaced at the same time. Please note he was in front of his computer and knew the engine and all hoses and such were replaced 4 years and 30,000 miles ago. Also I checked around with car mechanic schools and yes it is mechanic 101 to check the entire cooling system.There was absolutely no reason for the hoses to be changed and I told [redacted] this. Because of this repair taking time I took advantage of there free service of bringing me home and picking me up when it was done. When it came time to pick me up it took over 45 minutes multiple hone calls complaining and two of the companies employees to final pick me up. At this time I filed a complaint with the manager [redacted] and assistant manager [redacted] along with area manager [redacted] (who is a good man and manager). Less than 1 month letter for a 3rd time all the exact same issues and warning lights came on while on my way to the pool on Sunday, February 08, 2015. This should have been a one day fix by any measure. It was not. Sunday evening shortly before closing I was told they did not finish it or have the part. On Monday February 09, 2015 I spoke with the manager [redacted] mid morning and was told the part was on its way from [redacted] (3 towns away). I called several hours later and again spoke with manager [redacted] who changed his story saying he is having difficulty locating a part. At this point since I was obviously lied to by the manager called [redacted] corporate and filed a complaint (Complaint # [redacted]). I in the complaint and prior when speaking with the manager [redacted] demanded the area manager [redacted] call me regarding this. Later the same day at 3:35 PM [redacted] called me. I informed him of all the above and various other issues with the Manager [redacted] and assistant manager [redacted] that d not need to be expressed here and are better handled at the company level. [redacted] explained he would take care of everything and I would not have to pay for the repairs and that he will make sure it is ready before closing today February 10, 2015. He even went as far to contact me this morning at 10:55 AM informing me that the store has all the parts needed to fix the car and it will be ready before closing today. We even arranged for the store to pick me up bring me to the college and once the car was repaired bring the car to the college and leave the keys with security. Trusting area manager [redacted] but having no faith in manager [redacted] or assistant manager [redacted] I thought it would be best to cancel my class tonight. I called and spoke with [redacted] just before this and he told me the car is on track to be completed and to the college before the store closes (7:00 PM). At 2:28 PM I called the store and spoke with the Manager [redacted] and informed him not to pick me up as I cancelled my class and to call me when the car is done so I can be picked up. At 5:45 PM since I have not heard from manager [redacted] or assistant manager [redacted] I thought it would be best to call and check on the status. This is when manager [redacted] told me the part(s) they have had since before 10:55 am this morning has a broken part and my car will not be ready until sometime tomorrow. I informed him this is unacceptable and I do not care if he personally has to role up his sleeves and work on the car it better be ready before midnight. He said he could not do that. I told him he needs to have area [redacted] cal me immediately (as of 6:46 PM I have not received a call). I immediately called [redacted] Corporate and added to my complaint and informed them I was filling this complaint. four days for a car coolant issue with a [redacted] dealer and service center less than 2 miles away from the store. There is no excuse no reason. Being lied to deceived and basically held hostage without a car is not acceptable or allowable. I have been going to this particular [redacted] Complete Auto Care store since November 25, 2008 and worked with then manager [redacted] until his promotion in the middle of 2014. Since that time I have had nothing but lies, deception and general lack of customer service with now manager [redacted] and assistant manager [redacted].Desired Settlement: Restitution for lost pay at work. I teach at[redacted] and I work Tuesdays from 6:00 PM until 10:00 PM at $35.00 an hour. I will be happy to supply the Revdex.com or [redacted] with the contract showing my pay. Restitution for being with out a car for 4 days with no means to obtain money from my bank or to purchase milk and food. A rental of a luxury car from [redacted] cost $99.99 plus tax per day. This totals $539.96. I am willing to negotiate amount but I want restitution or as I told manager [redacted] over the phone and in a message left on area manager [redacted] cell phone I will seek legal council and file a lawsuit with the CT court system. I want[redacted] and [redacted] demoted and removed from this store. I demand this be resolved immediately as if it is not I will go ahead and bring the manager [redacted] assistant manager and the company to small claims court where I will seek the full amount above plus all fees I incur to file such lawsuit. I can be reached at [redacted] and/or ([redacted] Respectfully, [redacted]

Business

Response:

On 2/12/2015 [redacted] picked up his car.His car was repaired at no charge.The repairs that were needed for[redacted] car were repairs that were not under any kind of warranty.[redacted] repaired these coolant leaks at no charge to try and satisfied [redacted].During the time of the repairs [redacted] repeatedly oftered[redacted] a car rental at no charge to him.[redacted] declined this offer several times.On 2/11 [redacted] delivered [redacted] some of his possesions from his car to his home.At that point in time we also deliverd him $100 cash to be used as cab fair to get around while we worked on his car.[redacted] used $90 for 2 cab fairs and purchased himself a salad.On 2/13 I called [redacted] to try and compensate him because of the amount of time it took to repair his car.[redacted] requested over $500 I agreeded to compensated him for 2 days of lost wages in the amount of $280.[redacted] indicates that this would satisfied himand would close this BBC claim upon recieving the funds from Firestone.

Thank you,

[redacted] Area Manager 1106

Review: I am complaining about an incomplete diagnosis to my car and an increase bill amount upon having to bring the car back a second time. The initial work in my opinion was never done.Desired Settlement: $828.42

Business

Response:

Website Complaint Response:

Incomplete diagnosis Had to bring car back a second time Customer requested her $828.42 back Store granted customers request

8/19/2014 4:30:29 PM

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,

Business

Response:

I am inquiring about the above claim. I received the letter asking if I was in agreement with the resolve of refunding me the monies paid to which I said I am. I am writing to see what the next step is. To date, I have not received my refund of $828+ from Firestone. Can you let me know what the hold up is or whatever else on my part needs to be done? I thank you!

###-###-####phone

###-###-#### fax

Review: Came into Firestone Auto in Waterbury to have my front brakes checked out because of a pulsation I felt on the steering wheel as well as brake pedal,Alerted the representative that I knew the rear rotors,Calipers and Pads were bad.Dropped off my car and they told me that because of my rear brakes I was experiencing the pulsation issues,I questioned them at first and they assured me that would fix my issue.I was hesitant at first and decided to go ahead and do as they told me because I had thought they were a reputable shop.Picked up my car and asked what the condition was of my front brakes and they said they were fine.I then drove my car and immediately noticed the same pulsation and returned to Firestone so they could re-evaluate the situation,After they re-evaluated I found out they never even measured the thickness of my front rotors or even test drive the vehicle to verify my concerns,The manager never even apologized.Worst experience ever,I will never return to Firestone.

Desired Settlement: My desired would be some sort of compensation for their dishonesty.

Business

Response:

Business Response /* (1000, 5, 2013/06/12) */

Store Manager of the Waterbury Firestone store contacted customer and resolved issue, vehicle is repaired and customer is satisfied.

Review: I took my car to get the clutch fix at firestone in [redacted] because I was there for the summer and because I wanted a place that would have another branch once I go back to [redacted]. and I explain to them that I will be leaving in less than a week and I will be driving back to [redacted] from [redacted].they gave me an estimate to get the clutch fixed, and they told me there is some seals that need to be replaced. and told that there is a leak in the back and there is seals that needs to be replaced. first bill was $1568.40 Parts $699.96 and labor $749.79and soon as it was done, on the same day I started hearing weird nose in the back took it back to them, and they told me something else is damaged in the back and it needs to be replaced.another long list of thing that got fixed and replaced, and the second bill was $1518.45 Parts $567.84 labor $859.94I walked into their place to get only my clutch fixed.less than a day after I took it back my steering wheel oil started pouring from the car. couldnt drive it for even a block took it to another garage ([redacted]) and I showed them the list that firestone repaired, and they pointed out that its a was sloppy work, might be double charged for a lot of things, and they were some parts missing, one was damaged during installation, and showed me a factory seal that was supposedly replaced. they redid the lr axle seal, rear differential cover gasket( needed to be removed to do the axle seal).cleaned out the excess rtv in the rear differential. Replaced the missing grommet on the rf valve cover.I ended up paying $871.47 at [redacted] to fix what was in the car, and to fixed what firestone did fix properly, and they didnt charge for couple other seals because I just paid to get a lot of things fixed, and they took picture of everything that wasnt fixed properly or still damagedDesired Settlement: I called them and asked for a refund for the things that I paid to get them replaced at [redacted], and the parts and labor that I paid for them because, I feel its my right to have a good work done on my car if I was paying $119/hr for labor, and the damaged part that I have on the car.I want a refund for the parts and labor, pay more than $3000 to fix my car deserved having a way better service.

Business

Response:

From: [redacted]

Sent: Tuesday, November 12, 2013 1:01 PM

To: [redacted]

Cc: [redacted]

Subject: RE: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]

Good morning [redacted],

Mr. [redacted]’s complaint is currently being investigated by our claims department. They have been in constant contact with him and are working on a resolution. Our office will respond to [redacted] at the Revdex.com when this has been resolved with claims.

Thanks,

Business

Response:

Dear Ms [redacted],

It appears that the power steering rack and pinion failure may have been an issue of time and mileage that worsened when our store disturbed the area while replacing the inner tie rod end connected to the rack and pinion. Our claims department agreed to reimburse him for the cost of the repairs performed at the independent shop in the amount of $871.47 since it was possible that the failure occurred during our service. Additionally, Mr. [redacted] questioned a possible double charge and after review it appeared there was some overlapping labor unintentionally charged in the amount of $113.30 less the 10% discount given totaling $101.97. Mr. [redacted] also mentioned having to rent a car and stay at a motel during the repairs so our claims agent requested invoices for these items but he never received them. In an effort to resolve this matter for Mr. [redacted], our claims agent offered a settlement of $871.47 + $101.97 = $973.44 for the repairs and overlapping labor plus another $500 to cover the car rental and motel stay without having documentation provided. The total reimbursement should have been $1473.44 but the claims agent rounded this up to an even $1500. Mr. [redacted] is requesting far more than he is entitled to and has not provided the documentation to support his request. We feel the offer made by us was a fair one but Mr. [redacted] has declined it. It is our understanding that the offer is still open at this time should he choose to accept it.

Sincerely,

[redacted], SCRS

Bridgestone Retail Operations, LLC

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

they didnt ask for any ducomentation for what I spent while I was waitting for yhe car.

I attached the receipt with the highlighted questionable charges, and I took my car with the receipts and the pictures to three mechanices to try to figure out what happened, and they agreed on the same thing, I was over charged and the whole thing is not right, I have in writting in the last page of the atrached file, the work was not done right,

Review: I went to [redacted] for new tires and an oil change on 9/11/2014. While they were installing the tires a service representative came out and told me that my rear passenger brake pad was worn. I told him I just had the brakes done 2 years ago and to leave it alone. Next he came back to me and said the tires couldn't be aligned because there was play in the idler arm. I told him I had just had that replaced last year. He gave me an estimate for $300 to fix the idler arm. I told him I would go back to my mechanic because the 2 items were still under warranty. The next day I went to my mechanic and had him check the brake and idler arm and there was nothing wrong with either. I then went to another place to get the tires aligned and they did it. I asked the mechanic if anything was wrong with the idler arm and he also said nothing was wrong with it. I then went back to [redacted] to complain and asked them why they had said the 2 items were bad. The salesman hemmed and hawed and said to bring it back and they would recheck it, I told him I would never be back and that I had wasted enough of my time already. They had also charged me for Road Hazard Protection ($80.40) without asking if I wanted it, so I had them remove it from my bill. I was completely disgusted with the way the operate their business and will never use them again and I will tell everyone I know not to use them. They are very unethical and try to rip people off.Desired Settlement: I don't want [redacted] to be giving false information to customers about expensive so-called problems with their cars. Also I would like their policy changed to asking customers first if they want other protection policies added on to there bills. I'm 68 and would like to feel that if I go somewhere for service that it will be done, without having the bill padded with other very expensive charges.

Business

Response:

Hello I am [redacted] store. I have spoken to the customer and have assured her that I can verify whether the parts reccomended were needed for her car if she were to bring it back >At this time she does not wish to do that. I apologized for the perceived treatment she received and assured her that if she has any other issues she can contcat me personally. I have left her my number if she has any further concerns

Review: On 5/22/15 I took my car in for an oil change and tire rotation/balance at [redacted] in [redacted]. After they performed the work, they told me my serpentine belt was torn and needed to be replaced. I told them I thought that was ridiculous because they have changed my belt about 4 times in the past 2 years. This location has basically been replacing my belt every 6 months and I am not sure why. Last year they replaced this belt and then a few months later my car started making squealing noises and we looked under the hood to find the serpentine belt UPSIDE DOWN. Then after another belt replacement, about a month after the change I was driving to work and the power steering went on my car because…surprise…the serpentine belt snapped.

Anyways, they looked up my file and sure enough they have a record of the many times they have replaced my belt. I have never had issues with the belts on my car until this place started changing them. So they changed the belt on 5/22/15 and almost 3 days later, this belt is squealing again. So I call up [redacted] and they have me bring my car in for a full day on 6/02/15 so they can go through the "guidelines they received from the car manufacturer." At the end of the day, they call me and tell me they have fixed the issue and I can come get my car.

I have been driving regularly since then and now today I start the car and the belt is squealing again. My husband looks under the hood and we see the serpentine belt has a rip in it. I looked online and serpentine belt issues are not a known issue for my car. I am convinced [redacted] did something to my car and I do not trust them anymore.

Not only this, my car has been making some sort of a knocking noise like a ball bearing has been messed up, and my car shakes like crazy on the highway indicating that the rotation/balance/alignment they performed on my car on 5/22/15. I don't think this establishment knows what they are doing and I think they are slowly deteriorating my vehicle every time they perform any sort of fix on my car.Desired Settlement: I would like a refund for all the times that [redacted] supposedly "fixed" my belt, as well as a refund for my most recent tire rotation/balance/alignment so that I can use the money to go to a reputable auto repair facility that will figure out what is wrong with my car and make it right.

Business

Response:

left message on 7/22 100pm

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I never received a message on 7/22 at 1pm when they said they left a message.

Review: Hello Im getting in touch hoping there is someway you can help. I dropped my car off at [redacted] location. When I dropped it off the car was in running condition the car was driven that day. An hour later I show up and the tech [redacted] told me he noticed my timing chain jumped 4 teeth so he went to reset it and the engine seized all this without informing me before hand or giving me the option to have someone else do the work. Then proceeded to tell me it cant be fixed and I need a new engine and its $7100.Desired Settlement: Replace the engine that seized due to the attempted repair or return the car to the working order it was given to them in.

Business

Response:

[redacted] had contacted a towing company to tow his vehicle to our store because the engine was making noises. When the tow truck arrived the store employees pushed the vehicle into a bay to check out. It was found out later that the tow truck driver had started the vehicle to drive it on the tow truck. This may have been where the damage occured. Our store never started the engine and advised [redacted] that the engine needed to be replaced. Our claims department sent an independent inspector out to inspect the vehicle and determined this was not caused by our store. This was a pre-existing condition that was exasperated by the towing company driving the vehicle on the tow truck. His claim was denied based on the information provided.

Review: The car has been in and out of dealership for 2 moths originally said needed thermostat the next day car over heated antifreeze everywhere in my car said heating core went 1400.00 later they replaced heating core car steamed up heat didnt work and antifreeze on rugs and windshield and widows always telling me hoses burst clamps came undone they should have never took on the job picked up today again and steam is coming off the engine they ruined my car it smells of antifreeze which I paid 200.00 to have cleaned to have it leaked out again on rugs and spitting out of defrosters all over windowsDesired Settlement: I Feel they ruined my car and I dont feel I am responsible to pay them anything its been tied up all winter long in there business every week with another problem relating to them not knowing what their doing and if my car is working right I feel I am owed that also

Business

Response:

After speaking with the customer we decided to have her bring her vehicle to our [redacted] Store. The vehicel is being repaired and detailed at no charge, the customer is in a rental vehcile also at no charge. The cusotmer was satisfied with this resolution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this is not resolved yet some I will not say this claim was satisfied until I receive my car back FIXEDSincerely, [redacted]

Review: I have been dealing with Firestone for over a few yrs now. I took my vehicle for a catalytic converter repair and throughout the repairs they have not fixed the problem. I have a record of receipts where my vehicle still has the same problem. I need to be reimbursed and have my vehicle repaired elsewhere due to the fact that they do not know how to repair my car.

Product_Or_Service: catalytic converter

[redacted] - [redacted], CT Firestone.

AND

[redacted], CT Firestone.Desired Settlement: Either repair it or reimburse me all my expenses so can have it repaired properly. I have a case with you already please refer to those and I will mail out the remainder of the receipts.

Business

Response:

Customer would need to bring the vehicle into one of our store and we will need to review all receipts We will need to inspect and diagnose car which we will perform atr no charge. Please have customer contact [redacted] at [redacted] to set up store visit