Bridgestone Retail Operations

I wanted a flat tire fixed and they wanted me to leave my car for the dayIt was at 7:a.m and all the bays were filled with cars but there was not on single person waiting in the waiting area They could have used a jack to fix my flat but the manager wouldn't even look at it

Ive been a loyal customer of Firestone for the last yearsThey used to be a place that I could trust to give me a fair price and good serviceThe last years has been the exact oppositeThe extreme lack of customer service has been enragingI understand that cars take a while to fix and look atBut it takes the company over hours just to look at my car, after making an appointment days before handThey then messed up my cars brakes three times consecutivelyEach time I had to take it back to Firestone and waste a whole day just for them to fix their problemsThey also try to get you to buy parts for your car they deem "needs to be replaced" even though you had the parts replaced less than one month earlierI recently filed a complaint with the 1-line about them not honoring their warrantyThey said a regional manager will contact me within 24hrsIt took the said regional manager 48hrs to contact meI then called him back the next morning since he placed a call with me after 5pmI then had to continue to call the regional manager and send an email just so he would contact me backAfter finally making contact days later, the manager said he would contact me the following day after 12pmWhich he didn't, and I had to call him at 4pmAfter talking to him at 4pm, he said he would have a resolution for me the following day by lunch timeI didn't hear from him again until later that day after I called the 1-number to have my issue addressed with the district managerThe issue still hasn't been resolved and I will no longer pursue resolutionI will no longer be a customer of Firestone and I will never recommend their services to anyone

Initial Business Response / [redacted] (1000, 5, 2014/07/22) */ Mr [redacted] 's complaint involves an alleged damage claim issueThis was turned over to our claims department for investigationAn independent inspector was sent out to determine if our store's service caused the failureHe indicated that our service did not cause or contribute to the failureAdditionally, Mr [redacted] was informed prior to our service that he had a serious bearing issue and he refused serviceThe not on his invoice (which he signed) stated that this repair should be done as soon as possibleA review of the claims investigation supported the denial of his claim Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Firestone operates service guarantee that states, " We promise that the services we perform will be fixed right the first timeIf the automotive repair or service was performed improperly, then we will re-preformed the service at no additional charge." Firestone employee damaged vehicle while it was under direct supervision and careA review of the evidence illustrates, the vehicle needed to be towed from Firestone (due to damage caused by Firestone) to dealership where items were repaired and replacedInsurance estimate and photo illustrates damageDealership also wrote letter of support in favor of customer Final Business Response / [redacted] (4000, 13, 2014/07/31) */ As previously stated there was a pre-existing bad bearing that Mr [redacted] decline replacementIt appears this bearing may have caused the axle damageThe independent inspector found no fault with our store's serviceOur store manager had offered to replace the warped rotor for him but had to back off due to the insurance claim that was made by Mr [redacted] The warpage in the rotor could have been caused by the warehouse improper stocking or possible over torquing of lug nutsNo way to confirm since the dealer removed the lugs prior to finding the warped rotorTorque cannot be confirmedSince the rotor was found to be warped we believe that Mr [redacted] should be reimbursed for that replacement in the amount of $plus taxAs for the axle damage there would be no assistance and his claim with us has been denied Final Consumer Response / [redacted] (4200, 11, 2014/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) No solution was offered by merchant Insurance took photos of damage while still at firestoneInsurance comprehensive claim was not possible due to Manager of Firestone location accepted fault and then changed his mind when informed insurance was involvedInsurance also provided estimate to repairFirestone unwilling to make rightFirestone Manager also offered to exchange brakes with Dealership due to quality of brakes and refused to do so when insurance estimate was provided to customerVehicle was then towed on flatbed to dealership after insurance agent took photosDealership repaired vehicle and provided document detailing concurring opinion that it was fault of FirestoneCustomer incurred repair costInsurance paid for rentalDealership allowed Mr [redacted] to take photo of damage caused by Firestone teammateMr [redacted] like any customer has right to get vehicle repaired anywhere they wishMr [redacted] is still waiting on claim payment

Thank you for bringing your concerns to our attentionWe appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our businessWe apologize for any inconvenience that we may have caused, and we would like to make things right as we truly value your businessAn internal case was set up for the Area Manager to review and resolveThe Area Manager has requested a refund for $in efforts to resolve this matter

Initial Business Response / [redacted] (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/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 quoteApologized for the difference and not properly explaining during the close of the transcationInformed the customer that we would refund the difference, he just needed to return to the store to process the refundAs of 5/4/the customer has not returned to the store for the refund

Initial Business Response / [redacted] (1000, 5, 2014/06/13) */ Contact Name and Title: [redacted] District Manag Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com I have called, apologized, discussed the issue with the customer and we have come to a resolutionThe customer will recieve the next Full synthetic oil change at No chargeCustomer was satisfied with the resolution

Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ An internal case has been set up for review/investigationThe area or region manager will review the info and follow up with the customer Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since 10/1/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 / [redacted] (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 everythingThey also could have called to ask how to open the hood or even tell me they couldn't do the oil changeAfter minutes of me heading home, I had to call the store to get an explaination about the noteI 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 positionI spent more money fixing Firestone's mistake that could have damaged my carI have the invoice from the service I had to pay for Final Business Response / [redacted] (4000, 14, 2015/10/27) */ Please send us the invoice from the oil change and rotation at the other facilityWe will reimburse you for this as customer satisfaction to resolve the issueOnce again, we apologize for any inconvenience this issue caused you

Received info from the Area Manager: The store manager contacted the customer and addressed concerns on pricingExplained oil change pricing was the same as beforeThis time,the customer did not present a couponThe customer also felt pricing on the wiper blades was to high alsoFor customer satisfaction, store manager issued credit Of $on the oil change (coupon offering on Firestone web site) and $dollars on the wiper blades, for a total of $dollars.Store manager also addressed the recommendations and the difference on the dealers.Customer felt stores should discount pricing and not require coupons to receive the discounts, manager explained that this marketing handled by corporate andOffers can varyHe explained that there is a free oil change offer in the current school coupon book as an example

Thank you for bringing your concerns to our attentionWe appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our businessWe apologize for any inconvenience that we may have caused, and we would like to make things right as we truly value your businessAn internal case was set up for the Area Manager to review and resolveThe Area Manager indicates that this has been resolved and they replaced all tires at no charge Thank you

If I could give them a negative rating I would haveI 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 vehicleAlso to mention they didn't put everything back together correctlyThey 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 responseI 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 myselfThey were very unprofessional throughout this whole process and I will never return to Firestone for any type of repairs or serviceThey should have stuck to fixing tires only, but Discount tire is still much cheaper and more easy to work withThe 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 hereI would expect to receive my vehicle back in the same condition and repaired before I would pay and take possession backThey should have done the leg work to make this right

Thank you for bringing your concerns to our attentionWe appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our businessWe apologize for any inconvenience that we may have caused, and we would like to make things right as we truly value your businessAn internal case was set up for the Area Manager to review and resolve The Area Manager indicates that: " [redacted] purchased a primewell tire from our [redacted] location on 9/4/15, Please see [redacted] Tire Purchase attachment for mileage and tire purchaseHe returned 1/13/16, for an oil change at which point we noticed that the tire had severe wear, On 1/14/we offered a free alignment check to determine if that was the cause for the accelerated wear on that tireWe found indeed that the alignment was way out of specifications, please see [redacted] Original Alignment check showing the alignment out of specificationsOn 3/12/Mr [redacted] reached out to us to see if he could take us up on the free alignment offer as he was replacing his struts that afternoon and that he would purchase another replacement tire after thatOn 3/16/we said okay to do a free alignment at our Brookdale location, asked Mr [redacted] to let us know day and time for the free alignmentOn May 18th we made the alignment appointment for 11:am May 19th at the Brookdale FCACLead Technician at Brookdale location went to perform the alignment and found that the alignment is now is specification after having the front struts and coil springs replaced by Mr [redacted] We Emailed the customer on 5/19/16, because he walked out of the store as we were trying to explain why the alignment could be back in specification after the alignment at [redacted] showed that it was out."

Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ I had spoken to the customer and to the store location named hereWe discussed and agreed to make right the concerns expressedWe made an offer to have the customer return to a Firestone Complete Auto Care or Tires Plus location and install the desired tires on the vehicle as he stated he was sure he would like the Bridgestone tire once they were installedThe customer agreed to return to a Tires Plus location in Powder Springs Gaand have the desired tires installedHe stated he would find a date/time and let us know when the vehicle would be available to complete the work, based on his wife's scheduleThe tires were ordered as requested and discussed, and have arrivedWe were awaiting his return call to inform us where to have the tires sent and what date/time to set the appointmentThe customer expressed that he was informed that he needed to go to the original location to get a refund and then go to the Tires Plus location to have them installed and pay for themI informed him that was not necessary and he simply could go to Tires Plus and have the desired tires installed, and he agreed to that offerWe discussed that if a refund was desired, that we simply needed the tires returned at the time of the refundIf the customer wishes us to pick up the tires from a non-Firestone/Tires Plus location, we will do so and issue a refund for the tires through our standard channelsWe have created an internal case and documented as described hereinI will reach out to the customer and make an offer to pick up the tires as requested, and submit for a refund Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were promised by the District Manager, ***, that we would have a check today, so we made another trip to Firestone to return the tires we didn't order and were over charged for, and the district manager forgot to order our check! We would appreciate a phone call from someone at the corporate office who really cares about customer service today! #XXXXXXXXXXI had tires put one car yesterday by Dallas Tire, and I am afraid that we will never see our money! We could not allow them to pick up the tires at Dallas Tire because they did not have our money! So everything written above is not true!!! Sent from my [redacted] On Jun 11, 2015, at 4:PM, [redacted] @ [redacted] .custhelp.com wrote: Image Subject FCAC Contact Feedback - [redacted] - Mobile Recently you requested personal assistance from our on-line support centerBelow is a summary of your request and our responseIf this issue is not resolved to your satisfaction, you may reopen it within the next daysThank you for allowing us to be of service to you Response By Email ( [redacted] (06/11/XXXX XX:XX PM) Dear [redacted] , I sincerely apologize for the confusionIf you see the word "resolved", this means your email has been successfully received and responded toHowever, I have send this important information to our upper management team as your request for resolution If there is anything else I can do to assist you, please let me knowThank you for choosing Firestone; we value your businessHave a great day Customer By CSS Email ( [redacted] ) (06/10/09:PM) Please understand that until I get my money back, this is NOT resolved! I am highly disappointed in the way you guys have handled this, and had it been handled differently you would not have lost my business [redacted] On Wednesday, June 10, 2:PM, " [redacted] @ [redacted] .custhelp.com" wrote: Response By Email ( [redacted] (06/10/02:PM) Dear [redacted] , Thank you for your quick responseI am truly sorry that this happenedWe do value your business dearly and do not want to see you go elsewhereI have updated this information in your file successfully If you have any questions or concerns, please do not hesitate to contact us via chat, email, or by phone (X-XXX-XXX-XXXX)Thank you for choosing FirestoneHave a great day Customer By CSS Email ( [redacted] ) (06/09/09:PM) We will be going elsewhere with our business, and perhaps you will want to investigate the practices of your storeI am enclosing the two quotes we received, and a copy of the email of what we ordered and you will see why we are very upset as well as why we are notifying the Revdex.com and the [redacted] Consumer Protection AgencyHopefully this will not happen to anyone else [redacted] Firestone COMPLETE AUTO CARE SCHEDULE APPOINTMENT (XXX) XXX-XXXX [redacted] store hours TIRES AUTO SERVICES OFFERS FIND A STORE Dear ***, Thank you for scheduling your appointment with Firestone Complete Auto CareWe are checking on product and store teammate availability and will email you to confirm your appointment If for any reason we cannot complete your requested appointment time, we will call you directly to discuss other convenient appointment options APPOINTMENT DETAILS Confirmation Number: XXXXXXX Appointment Date: 06/07/08:AM REQUESTED SERVICES Services Selected: Tire Replacement Add Ons: Tire Replacement Additional Notes: tire quote id: XXXXXXXX, tire article number: 456, tire description: Bridgestone Dueler H/L [redacted] tire [redacted] tire quantity: 4, tire unit price: $177.99, tire quote End; If you'd like to change your requested appointment time, please call us to reschedule at (XXX) XXX-XXXX Thank you, Firestone Complete Auto Care [redacted] Hiram, GA 30141- (XXX) XXX-XXXX On Monday, June 8, 5:PM, " [redacted] @ [redacted] .custhelp.com" wrote: Response By Email ( [redacted] (06/08/05:PM) Dear [redacted] , Thank you for your recent feedback on our web siteI am truly sorry to hear you had an unsatisfactory experience at one of our locationsWe appreciate your business and thank you for giving us the opportunity to resolve this issue Would you like to provide us with a little bit more information as to the incident which occurredAlso, to make sure we have the correct information in your file, could you please reply with your most current address and phone number? In the meantime, we have escalated this information to our home office on your behalf for resolutionYour reference number is: XXXXXXXYou will receive a response from a member of upper management within the next 24-hours with an update If you have any questions or concerns, please do not hesitate to contact us via chat, email, or by phone (X-XXX-XXX-XXXX)Thank you for choosing FirestoneHave a great day Customer By CSS Email ( [redacted] ) (06/08/04:PM) The individual below has entered feedback on www.firestonecompleteautocare.com website Reference # = XXXXXX Nature of Inquiry = Comments - Customer Service First Name = [redacted] Last Name = [redacted] Email Address = [redacted] @ [redacted] .net Message = Victims of a bait and switch at store #XXXXXX User Agent: [redacted] 8_like [redacted] like [redacted] detected: Yes Sincerely, [redacted] Question Reference # XXXXXX-XXXXXX Date Created: 06/08/04:PM Date Last Updated: 06/11/04:PM Status: Solved XXX:XXXXXX:XXXXX Final Business Response / [redacted] (1000, 15, 2015/07/07) */ Check is showing it was delivered via [redacted] to Firestone on 06/16/Issue has been resolved

We received confirmation that the customer was sent E-statements that were successfully delivered each month See CFNA's statements below: In April payment in full was received late, $late fee added 9/9/He contacted CFNA we credited the fees and cleared the pay history because the balance was due to a late feeHe made a purchase on the same day 9/9/a for $no payment received until 2/10/E-statements were successfully delivered each month to the same email [redacted] @gmail.com since 1/

Call ahead for transmission flush and I took in my vehicle and they could not do the service and I would have to take it to the dealerSo I got my oil changed .2days later I'm at the dealer getting Sevice and they said my oil pan gasket is leaking a lot of oilIn days I almost lost quarts and my cv joint is torn I'm glad I went to the dealer for quality serviceI could have burned my engine by the end of the weekWhat I don't understand is why Firestone did let me knowI called and the main manager was supposed to call me , but never bothered to return my callFirestone on culebra near

This firestone is a bunch of crooks! I took my vehicle to them in July for antifreeze leaking they charged me $to fix the problemNow months later I am having the same problemOf course it might be same problem but they have a different $solution for it!! I feel they did not do a good examination the first time and I replaced an unnecessary partAlso, half the charges on the second invoice are the same as first ones I already paid for!! How many thermostats can a car need? This is my 6th car I've had and only 2nd that needed a thermostat and it needs a new one every six months, really

This case was forwarded to the Area Manager to review and resolveThe Area Manager indicates the below information pertaining to this matter: HERE ARE THE FACTS OF THIS CASE, AS I KNOW THEMFIRST, LET ME STATE THAT, THIS IS TWO SEPARATE VEHICLES THAT ARE MENTIONED BY THE CUSTOMERALL SERVICES, ON BOTH VEHICLES, WERE COMPLETED AT STORE VALLEY RIVERI WILL ADDRESS THE FIRST CLAIM BY MR [redacted] ON HIS [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 INSPECTIONTHE RESULT OF THE INSPECTION FOUND THE FRONT BRAKES IN NEED OF SERVICETECHNICIAN GARRETT PERFORMED THE BRAKE SERVICE, WHICH INCLUDED RESURFACING BOTH FRONT ROTORS, REPLACEMENT OF THE BRAKE PADS AND EXCHANGING THE BRAKE FLUIDTHE 13TH OF MARCH WAS A SUNDAY AND THE VEHICLE PICK UP TIME WAS AT CLOSING 6:09PMWHEN I SPOKE TO MR [redacted] ON 6/24/IN REGARDS TO THE SECOND VEHICLE, HE BROUGHT UP THIS VEHICLE AND STATED THAT THE BRAKES WORKED, BUT DIDN’T FEEL RIGHT AS DESCRIBEDIT 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 REPAIRMR [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 STOPHE CHOSE TO DRIVE THE VEHICLE HOMENO MENTION OF A RENTAL CAR OR STORE REFUSAL TO PROVIDE ALTERNATE TRANSPORTATION WAS MADETHE MILEAGE AT THE TIME OF THIS SERVICE WAS RECORDED AT 56,ON 3/19/16, WORK ORDER 190362, THE [redacted] WAS BROUGHT BACK IN TO HAVE THE BRAKES INSPECTED TO IDENTIFY AND REPAIR THE ISSUES DESCRIBEDTHE VEHICLE MILEAGE IS RECORDED AT 56,THE LONGEST DISTANCE FROM THE STORE TO THE ADDRESS ON THE WORK ORDER, [redacted] **, IS MILESIF THE BRAKES WERE “PUTTING HIM IN DANGER” HE DROVE MILES ON THEM BETWEEN SERVICESTHE WORK ORDER HAD A NOTE TO TEST DRIVE FOR AN IDLE PROBLEMTHERE ARE NO OTHER NOTES ON THE TICKETTHE TECHNICIAN THAT DID THE ORIGINAL WORK WAS ASSIGNED TO CORRECT THE ISSUEWITHOUT ANY FURTHER NOTES I WOULD HAVE TO DEFER TO THE CUSTOMERS STATEMENT AS TO THE BRAKES STILL NOT BEING REPAIRED CORRECTLYTHE TECHNICIAN THAT PERFORMED THE SERVICE IS NO LONGER WITH THE COMPANYTHE INVOICE HAS NO CHARGE TO THE CUSTOMER.ON 3/23/16, WORK ORDER 190423, THE [redacted] WAS BROUGHT BACK IN FOR THE THIRD VISITTHE MILEAGE IS RECORDED AT 56,MILESTHE WORK ORDER WAS WRITTEN UP AS A QUALITY ASSURANCE TICKET AND TECH JEREMY [redacted] WAS ASSIGNED TO INSPECT AND REPAIR THE VEHICLES BRAKES AS NEEDEDMR [redacted] NOTED TO “START WITH FRONT ROTORS AND PADSMAY 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 CHARGETHE STATEMENTS OF MR [redacted] AND WHAT HE TOLD ME ON 6/24/CONFIRM THAT AT THIS POINT THE VEHICLE WAS REPAIRED TO SATISFACTIONMR [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 FORMY APOLOGIES WERE EXTENDED DURING OUR CALL ON 6/24/THAT IT TOOK THREE VISITS, BUT I CONFIRMED THE VEHICLE WAS REPAIRED CORRECTLY IN THE ENDBASED ON OUR WARRANTY OF SERVICE AND FIXED RIGHT GUARANTEE WE COMPLETED THE REPAIRS AT NO ADDITIONAL CHARGE AND TO THE CUSTOMERS SATISFACTION AT THE TIMETHERE IS NO ADDITIONAL REFUND DUE TO THE CUSTOMER ON THIS VEHICLE AT THIS TIME.MR [redacted] ’S SECOND VEHICLE, A [redacted] , IS THE BASIS OF THE COMPLAINT.IT WAS SEEN FOR THE FIRST TIME AT OUR LOCATION VALLEY RIVER ON 6/4/THE MILEAGE RECORDED IS 175,MILESTHE ORIGINAL WORK ORDER WAS WRITTEN UP FOR COMPLETE VEHICLE INSPECTION AND A DIAGNOSIS SERVICETHE 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 LIGHTBUMPER FALLING OFF”THE DIAGNOSIS SERVICE NOTES ARE, “JUST BOUGHT CARTIMING 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 LINKSTHE 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 STRUTSMR [redacted] POINTS OUT THAT AFTER HE PICKS UP THE VEHICLE HE HEARS A KNOCKING SOUND, THAT WAS NOT THERE PRIOR TO THIS SERVICEIN SPEAKING WITH MR [redacted] HE DID NOT RECALL HEARING ANY SOUNDS ON HIS TEST DRIVE AFTER SERVICEIN 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 MILES FROM OUR SERVICE THE RIGHT FRONT WHEEL FAILEDTHE STORE DETERMINED THAT THE RIGHT FRONT WHEEL BEARING FAILED AS A RESULT OF SEIZINGMR [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 WHEELTHE AMOUNT OF HEAT GENERATED DURING THE BEARING FAILURE MOST LIKELY CONTRIBUTED TO THE FAILURE OF THE WHEEL STUDSONCE DISASSEMBLED, MR [redacted] STATED THE BEARING WAS DRY AND ANY LUBRICANT REMAINING WAS BLACK AND HARDTHE ONLY SERVICE THAT WAS PERFORMED PRIOR ON THE FRONT OF THE VEHICLE WAS NEW TIRES, SWAY BAR END LINKS AND AN ALIGNMENTA ACCURATE ALIGNMENT CANNOT BE COMPLETED IF A WHEEL BEARING IS LOOSE, WHICH WOULD INDICATE FAILUREBECAUSE THE BEARING IS SEALED AND INSTALLED IN A ASSEMBLY, THERE IS NO SERVICE INTERVAL FROM THE MANUFACTURERTHE ONLY INDICATION OF BEARING WEAR WOULD BE PLAY OR MOVEMENT UPON INSPECTION AND AT THAT TIME THE MANUFACTURER REQUIRES REPLACEMENTIN THE PICTURE BELOW IS THE PARTS DIAGRAM OF THE [redacted] HUB/BEARING ASSEMBLYITEM #IS THE WHEEL BEARING ASSEMBLYON 6/18/THE VALLEY RIVER LOCATION OPENED A WORK ORDER PER DISCUSSION BETWEEN MYSELF AND THE STORE MANAGER TEDDY ***MR [redacted] STATED THE MR [redacted] WAS A GOOD CUSTOMERMR [redacted] WASN’T SURE ON HOW TO PROCEED AS THE FAILURE WASN’T A RESULT OF THE PRIOR WORK COMPLETED NOR THE SERVICING TECHNICIANSINCE THE VEHICLE WAS NEW TO MR [redacted] , HE HAD NO PRIOR SERVICE HISTORY, HE WOULD BE STUCK WITHOUT A VEHICLEIT 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 PADSTHE EXISTING HUB ASSEMBLY FROM THE RIGHT SIDE RECEIVED NEW WHEEL STUDSIN ADDITION, BECAUSE THE RIGHT FRONT WHEEL HAD BEEN DAMAGED FROM THE STUD PULLING THROUGH, THE STORE REPLACED ALL FOUR WHEELS AND HARDWARETHIS WAS ALL COMPLETED AT NO CHARGE TO MR [redacted] THE REFUND AMOUNT ON WORK ORDER [redacted] OF $ONLY COVERED SOME OF THE PARTS USED AND NO LABORTHE BEARINGS COST $FOR BOTH PLUS $IN LABOR THAT WASN’T SHOWN ON THE INVOICETHE VALUE OF THE SERVICE PROVIDED WAS OVER $ONCE YOU ADD TOWING AND WHEEL STUDSMR [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 WELLON 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 FENDERBASED 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 CAUSEI STATED THAT I WOULD CONTACT MR [redacted] AND DISCUSS THIS WITH HIM MYSELFBELOW IS A BRIEF SUMMARY OF THE CONVERSATION I HAD WITH MR [redacted] THAT I EMAILED MYSELF AFTERWARD:CALLED CUSTOMERREVIEWED STORE COMMUNICATIONSVERIFIED THAT STORE HAD COMMUNICATED EFFECTIVELY TO CUSTOMERSCOTT CLAIMED TO NOT KNOW A LOT ABOUT CARSI ADVISED SCOTT OF MY BACKGROUND AND MY UNDERSTANDING OF THE INCIDENTIF THE WHEEL BEARING HAD BEEN FOUND LOOSE WE WOULD HAVE IDENTIFIED IT DURING THE VEHICLE INSPECT OR ALIGNMENT PROCESSIF THERE WAS ANYTHING WRONG WITH THE BEARING INTERNALLY WE WOULD NOT BE ABLE TO IDENTIFY IT, UNLESS IT WAS LOOSE OR MAKING NOISEWE COMPARED THE WHEEL BEARING TO A SKATEBOARD WHEEL BEARINGSCOTT STATED THE ONLY NOISE WAS A CLUNK HEARD WHEN ACCELERATINGSCOTT REQUESTED THAT HE BE REFUNDED FOR A BRAKE JOB ON HIS [redacted] , ALL THE WORK COMPLETED ON HIS [redacted] AND THE FENDER REPLACEDSCOTT STATED HE HAD SENT A LETTER TO NASHVILLE AND THAT HE WOULD WAIT TO SEE HOW IT WAS RESOLVEDHE SAID WE KNOW HOW TO CONTACT HIMI 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 FAILUREANY FURTHER COMPENSATION SHOULD NOT BE REQUIRED

Complaint: [redacted] I am rejecting this response because I do not see any credits placed on my CFNA/Firestone credit card for the difference of the oil changes, nor do I hear any change in balance when I called the ###-###-#### today at 1:30p.mSomeone did reach out to me--I suppose the Area Manager--but I was never able to reach him from the time he left a voice mail message with his information almost a month agoPlease credit to my [redacted] account Sincerely, [redacted]

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

Complaint: [redacted] I am rejecting this response because: the transaction in question is less than 100$Missing months of payments is clearly the result of miscommunication and in no way is it a malicious avoidance of paying a feePlease remove these charges as it is hindering my credit Sincerely [redacted] ***

Thank you for bringing your concerns to our attentionWe appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our businessWe apologize for any inconvenience that we may have caused, and we would like to make things right as we truly value your businessAn internal case was set up for the Area Manager to review and resolveThe Area Manager has indicated that he processed a reimbursement check for $to resolve this matter Thank you