Bridgestone Retail Operations

Thank you for alerting us so that this matter can be investigated furtherOur records indicate management has been in contact and a mutual resolution has been reached prior to this responsePlease reach back out to management should there be any additional questions or concerns with your service

My first problem came in the form of a lack of permission/being informed It was not until AFTER I had paid for my repair that I was informed that a USED part had been placed in my vehicle Granted, I was appreciative that the mechanic "Did it to save me some money", however, when I am not even given the choice or informed of such a development, that sets off a huge red flag in my mind It made me think how many other people have they done this to? My second issue came when I drove my vehicle off the property They very first time I braked, they was a noticeable grinding sound I could feel it in my foot and hear it clear as a bell And it did not stop after a little bit of driving So I gave them a call that day and told them something was wrong with the repair They said bring it in, so I did This time I had a close friend/co-worker drive the vehicle back to the business, just to get a second opinion He (my coworker) confirmed my suspicions So once again, another red flag went off in my headHow could they have missed this if they supposed "test-drove" it? Or did they just back it out of the garage and call it good My third issue was when they said I would have to PAY for a new part to be put in; the same part that they apparently did not put in correctly the first time That was another red flag They wanted me to pay AGAIN for a service I had already paid for and had not been done correctly After stating my case, we came to a mutual agreement that the labor would be free, but the cost of the part was up to negotiations (whether I pay for it or not) It was not until I returned to work and looked on my invoice and when my coworker found Firestone's Fixed Right Guarantee on their corporate website A promise that my repairs would be done correctly the FIRST time and if not, the service will be preformed correctly at no additional charge to me Not once did this come up in my discussion with the mechanic So does that mean that I personally have to bring attention to Firestone's own promise in order for it to be valid? That is several red flags there Do they not stand behind their "Fixed Right Guarantee" promise? I'm sorry but that just seems dishonest and shady to meI wish that was everything, but it is not After leaving my vehicle to get it fixed right, I get call from Firestone, saying that they have more information So when I call, it turns out that the USED part was fine, there was more than the initial repair that was supposedly wrong Wait, so not only was my car making weird noises, but when I return it to them the part is not bad and they "find" more problems? Not only that, but the repair is over $(double my original bill)? Where did this come from? I already spent almost $trying to get this handledNow they want more money from me to fix repairs that just "suddenly" appeared? Did these problems not exist until after the repair? Where did all of this come from? If they would have test-drove my vehicle the first time, heard the noise and investigated properly, I just wonder how much quicker this would have been resolved I had to wait almost a week to get all this resolved Friends and coworkers had to give me rides to and from work every day and I live out of town from my job So not only was I inconvenienced, but I had to be an inconvenience to close friends I went to this company because it was a well-reviewed establishment and a name I thought I could trustNow I am second-guessing everything and am pretty sure I will not be coming back to that shop Though they did well to make me feel welcome, I left that establishment feeling cheated and exploited If that is how they want to run their business, that's fine, but they wont be getting any more patronage from me

Stopped in for a routine air pressure check Employee seemed disinterested and rude

Dear Revdex.com, Thank you for bringing these concerns to our attentionWe have created an internal case for the local Area Manager to review and resolveThe Area Manager indicates that they have made multiple attempts to reach out to the customer to rectify the issuesThey have left messages for the customer with no response backThey want to correct the problem and are willing to pay [redacted] to reset the TPMS light that came on after the tire rotationPlease forward this information to the customer so we can resolve this matter.Thank you for giving us the opportunity to make things right with our customer!

I took my vehicle to Firestone for object stuck in a tireWas told the damage was to severe to be repairedWhen I asked for cost to repair I was quoted - I only paid 129.oo for set of tires months priorWhen I complained they dropped price to After paying for the tire replacement I asked to see the damaged tireThe service manager got real nervous and delay bringing tire up front for my inspectionThe pice of metal in the tire had only stuck in the surface of the tire treadThere was no damaged to the tire yet they told me the tire as damaged beyond repair If I had not of asked to see the tire they would of gotten away with selling me a tire that I did not needThey were trying to screw me aroundThe only good thing they did refund my money but they are out a tire and will never get my business again

I would like to warn others of the ridiculous experience I had at Firestone in Quincy, MAYesterday, I called in around 8:AM to ask if I was to come in at 6:PM (half an hour before they close) if I could get a state inspectionThe gentleman I spoke with was pleasant and said that would be no problem as long as I was here by 6:PMWhen I arrived at Firestone that night (at 6:PM) I was immediately told by the clerk that I couldn't get an inspectionOnce I told him the gentleman this morning on the phone told me as long as I came by 6:PM I would be able to get the inspection done, he hesitantly wrote up the work orderHe tried to tell me I could be here until 8:PM waiting to have it done and when I was still ok with it, he tried to scare me about the difficulty of their inspectionsI told him I have mostly new parts on my vehicle despite its year age and I still needed the inspection doneAfter 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 itI 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 earlierSide note they offer to sell me [redacted] wiper blades for $to pass when I was able to purchase [redacted] wiper blades at [redacted] for $I hope they company realizes what kind of message this sends to their customersI 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)

An internal case was set upI was informed that this complaint has been resolvedThey reached out to the customer and explained the pricing difference between the front and rear rotorsThey also refunded part of $off brake service as she only received partial credit

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

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

Initial Business Response / [redacted] (1000, 20, 2015/09/02) */ Area Manager, Curt [redacted] has attempted to reach out to Mr [redacted] After numerous attempts to contact the customer, he will not return our calls for re-inspection The customer has not cooperated in our attempts to gather more information and resolve the matter

This review involves the Firestone Complete Auto Care Location at [redacted] Fort Worth, TX My wife went in this morning because she had a flat tire and was in a hurry to get to workThe tire could not be fixed so the technician sold her a new tire, never mentioning that there was a good spare in the spare storage area! I am highly pissed that they took advantage of her in this wayI was planning to buy a new set of tires for this vehicle anyway and would have been happy to buy from them but normally you get deals on buying a set of tires, not one single tireI called the Firestone consumer affairs group and expect to get a callback from the manager of the store tomorrowWe'll see what he does to resolve this situation

Initial Business Response / [redacted] (1000, 8, 2015/05/26) */ Contact Name and Title: [redacted] AM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com A refund was issued by the store for the repairs originally rendered for the check engine lightI discussed the situation of the stains allegedly left behind by our locationI requested the customer so send photos of the stains so that we would have documentation and make arrangements to have stains removedCustomer stated that this was no longer an issue and simply wanted upper management to be aware of the situationApologized for the inconvenience and exchanged my contact information if any future situation was to occur

Initial Business Response / [redacted] (1000, 8, 2015/04/15) */ Contact Name and Title: [redacted] Area Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com After receiving Mr***'s original concerns lodged with our internal Consumer Affairs team, Area Manager [redacted] contacted Mr ***Area Manager [redacted] listened to Mr***'s concernsMr [redacted] explained that he had visited our Firestone location in Delran NJ to have his vehicle diagnosed as the check engine light was lit on the dashHe went on to explain how our ASE certified technicians examined the vehicle and determined the Bank catalytic convertors had failedHe explained that our sales team suggested replacing both "bank one" catalytic convertors and both oxygen sensors on the same side as the failing catalytic convertorsHe acknowledged his approval of the repairs which cost over $He expressed his concerns as four months and nearly 6,miles after the repairs, the check engine light was illuminating on the dashArea Manager [redacted] was sure to answer any questions Mr [redacted] had and assured Mr [redacted] he would fully investigate the situationDuring this original conversation Area Manager [redacted] explained many causes of a check engine signal illumination as well as manufacturer "Drive Cycles." A drive cycle is a series of data points representing the speed of a vehicle versus timeDriving cycles are produced by different manufacturers and organizations to assess the performance of vehicles in various ways, as for example fuel consumption and polluting emissions(Catalytic Convertors are related to polluting emissions) It was explained to Mr [redacted] that during a drive cycle various components and sensors are tested by a vehicle's onboard computer systemIf any component fails the test, the result will be a check engine signal illuminating on the dashIn addition, after a vehicle completes a drive cycle, our technicians are able to check all sensors and systems to be sure they are "ready." If the system indicates all sensors and systems are ready and no dash lights are illuminating, we can confirm a repairA typical drive cycle can be performed in minutes and at most in a couple days of drivingMr [redacted] acknowledged his understanding of Area Manager ***'s detailed explanationsThe phone call was ended after Area Manager [redacted] committed to a detailed investigation The following are the findings of Area Manager ***'s investigation: The original visit was on September 11th The vehicle had 100,miles on the odometerAfter performing the diagnostics, our ASE certified technician recommended both "bank one" catalytic convertors and Oxygen sensorsThe cost of the diagnostics and repairs were over $3,This is a typical cost of multiple catalytic convertor repairsMr [redacted] agreed to have the work performedThe repairs were made by our ASE certified techniciansThe new components were tested for quality assuranceWhen our technicians determined the repair was done correctly, our management team contacted Mr [redacted] to notify him that the vehicle was ready to be picked upMr [redacted] later made payment and signed for the vehicle authorizing his consent to pay for the work performed A second UNRELATED visit was made on January 19th The vehicle had 105,miles on the odometerThe vehicle was in for a simple oil changeThere were no dash lights on the vehicle and no reports on any issues related to the repairs done on September 11th With over 5,miles on the vehicle since repair, the vehicle would have gone thru potentially dozens of drive cycles testing the components replaced four months prior A third visit to Firestone was made by Mr***'s wife on an undetermined dateShe claimed her engine light was on and wanted it diagnosedGiven the time and mileage that had passed since the September repair, our sales teammate suggested she pay for another diagnosisMrs [redacted] declined the serviceWhile this is standard practice as the engine light can illuminate for literally hundreds of different reasons, in hindsight our teammate could have offered a courtesy diagnosis After learning of the potential charge for a diagnosis, Mr [redacted] returned on 1-31-(The vehicle's odometer read 106,) He expressed his concerns and our management team diagnosed the vehicle free of chargeThe same code that was found in September was found in the systemThe code is or a catalyst efficiency codeThe bank one catalytic convertors were tested along with the oxygen sensors that we had already replacedThese items tested to be functional and in working orderThe bank two convertors were indicating failureThis [redacted] truck is rare in that it has two banks, both with two catalytic convertorsThe vehicle also has four oxygen sensorsThese findings were reported to Mr***Mr [redacted] not having the knowledge in this field grew upsetHis vantage point was that "the engine light was back on and therefore Firestone was responsible." He expressed this concern to our store teammatesGiven that we are a customer focused organization, our management team offered to perform the labor of repairing the new issue free of chargeThey explained to Mr [redacted] that he would have to pay for the parts as catalytic convertors are purchased on the outside from either dealers or other parts vendorsCatalytic convertors contain precious metal and therefore are very costly to both installers and customersMr [redacted] was not happy with this offerSubsequently he generated the call to our internal consumer affairs department which set off a chain reaction leading to this investigation After discovering the above stated events, Area Manager [redacted] called and emailed Mr.***Mr [redacted] returned an email letting [redacted] know he was out of the country and would be returning in a few weeksHe also let AM [redacted] know Mrs [redacted] was available if he wanted to deliver the findings to herAM [redacted] chose to wait as he had an ongoing dialogue with Mr***When contact was made with Mr [redacted] a few weeks later, Area Manager [redacted] explained the findings over the phoneArea Manager [redacted] apologized for our store teammates not offering a courtesy diagnosis to Mrs***Area Manager once again explained a drive cycle and that hundreds of reasons certain codes and engine lights can be triggered by onboard diagnostics systemsArea Manager [redacted] explained that the convertors that are now bad, are not the same parts that were replaced in September Area Manager [redacted] also explained how it would have been unethical for our team to sell all four catalytic convertors back in SeptemberOnly the bank one side was failing at the timeAM [redacted] also explained that it isn't uncommon for components to go bad on a vehicle after 100,***Especially components that are like other components on the vehicle and perform like functions that have previously went badAM [redacted] offered to meet Mr [redacted] to review these findings and show Mr [redacted] the components on his vehicleAM [redacted] also offered to have the vehicle repaired at a discounted rate to show a sign of good faithMr [redacted] declined the offerDuring this phone call Mr [redacted] acknowledged his understanding of the explanation, but expressed his frustration that his check engine light was illuminatingAM [redacted] once again explained that engine lights come on for various reasonsWhen one repair is performed to alleviate an engine light, another component will eventually go bad triggering the light to come back onThis could be years, months, or even days after a repairMr [redacted] acknowledged his understanding of the workings of an onboard computer system and the many reasons a check engine light can be triggeredThe phone call was ended and the matter was put to rest until the Revdex.com contacted us recentlyOur offer still stands to perform the labor free of charge as Mr [redacted] will be responsible for all costs associated to parts I have also included this snip (see below) from [redacted] to illustrate the reason why converters cost as much as they do(they contain precious metals) A catalytic converter is a device used to convert toxic vehicle emissions to less harmful substances by way of catalyzed, or accelerated, chemical reactionsMost present-day vehicles that run on gasoline, including automobiles, trucks, buses, trains, motorcycles, and planes, have exhaust systems employing a catalytic converter.The catalyst component of a catalytic converter is usually platinum (Pt), along with palladium (Pd), and rhodium (Rh)

Initial Business Response / [redacted] (1000, 18, 2015/08/24) */ The Area Manager, Luke [redacted] , reached out to the customer to find out that this issued had been resolved months ago by the storeLuke found out she was given two tires at no charge, and then when those tires wore out, she was given tires and an alignment package at a reduced priceThe customer was happy with this resolutifurther action neededPlease close this caseThank you

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

On Sunday March 20,I was at Loch Raven BLVD to get a wheel alignment, I do have lifetime warranty on maintenance as far as the wheel alignment is concerned however I drove in around a.mI was told I had cars in front of me so I said ok you can call me when your done So they called my fiancé to tell her they were done but the battery was dead I said well can your charge my battery especially when I was told the headlights were left on of coarse the battery will be deadThey told me no we tried .But my truck was on the parking lot how it got there I don't know When they refuse to give me a jumpstart to my battery I flagged down a roadside assistance person asked if they would assist me they did truck started right up I really think Firestone's actions were unprofessional negligence poor customer service very unsatisfactory thought I let the Revdex.com know what I went through with Firestone where they stay say customers matter Not true

Feb5, I went to Tires Plus at [redacted] Blvd, [redacted] , IA for a "routine" oil change Feb20, I was in a reputable repair shop having my ALTERNATOR replaced at a $charge because of oil damage Tires Plus recklessly spilled oil all over the cover where oil is added and over time the oil dripped into my alternator and "shorted" the wiring out and started a fire destroying the alternator I went to Tires Plus with the damaged alternator with oil inside of it and dripping from it as well as pictures from my garage with oil on the floor and pictures of oil spilled on the oil cover To my shock, the manager, Mike, denied any liability and said it looked like "wear and tear" of an alternator and that I had no proof of what happened He even went as far as to say it could have happened from a previous oil change I filed a complaint and he said his manager would contact me Jamie then contacted me and I sent him all of the pictures as well To my shock, he denied any liability and said that he could not see any oil in the alternator I then said I had the alternator and he could personally inspect in His response was that he was not going to pay for anything I even suggested he call the repair shop that replaced my alternator to explain what they found, he got upset and hung up on me This shows the lack of professionalism with this companyI would recommend everyone take their vehicles to reputable repair shops and not places such as Tires Plus which will not stand by their work

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 resolveAfter further review, the Area Manager indicates that the vehicle is at the store today with the rims being repairedWe hope this resolves the case.Again, we apologize for the trouble this issue has caused and we hope to see you back in the future!

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

My name is John [redacted] and I am the Region Manager over this locationI spoke with Store Manager Tony [redacted] today in regards to this concernMr [redacted] has tried to explain the reason for the same misc part number being used in our system and the customer did not want to understandHis air conditioning repair was performed properly and his system works just fineHis confusion lies in the manner in which our parts are invoicedWe also called for this customer again today and left him a voicemail to return our callAs of the time stamp on this response, we have not heard back We will attempt to contact the customer again tomorrow in the hopes to help him understand better what he paid for that did fix his original concern Best Regards, John [redacted] Region Manager- Central Florida