Bridgestone Retail Operations

I was trying to get the small town feel I had tired I had purchased online delivered to the Ridgemar Mall location in Fort Worth TxI went to have them installed after calling and talking to a real nice man named DarrellI get to the location he is not in and I dealt with a woman named Lisa and a guy named RandallThey tried to tell me all my lug bolts were bad granted I bought a used car and some broke one of the bolts off they quoted for that I opted out and told them to replace the tires onlyWe can replace those ourselves for a bolt I understand labor but reallySo we leave to let them work on the car and they call about minutes later and tell me all the bolts and lugs were badRandall said he would have to extract the tires I was like no it was going to be almost close to by the time they extracted my tires noI say always get a second opinion I took my car to a local shop been in business for yearsdollars later tires changed and the bolt is replaced as wellDon't trust big corporations with your money it is a scamI may have been born at night but not last nightI felt like they were just trying to get money out of me and saw a suckerI would have in the past just let them do it but I have learned over the years if they are pointing out issues they are trying to scam youThank you Garcia's Tire in Azle Tx for being honest and reputable and not taking advantage of another human beingWay to go small business

Complaint: ***
I am rejecting this response because: I did try to comply
with their method of resolving this issue; have a 3rd party mechanic inspect the #cylinder to verify that it is damaged due to foreign matter in the camber Mechanics are telling me they won't tear the engine apart for the sake of one cylinder They try to suggest buying a rebuilt engine, or tear this one apart only to completely rebuild it I wonder if they expected that kind of response when they said they would only take responsibility for damaging my engine if a third party will look at it and verify the damage
Sincerely,
*** ***

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 reviewThe Area Manager issued a refund of $to resolve this matterThank you

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 the store has refunded you on 06/16/for $to resolve this matter.
Again, we apologize for any inconvenience and we hope we were able to make this right by you! Thank you for your business

Initial Business Response /* (1000, 15, 2015/10/14) */
An internal case was set up to review/resolve the issueJim *** (Area Manager) indicated that he has left messages with the customer with no responsePlease have the customer follow up with the Area Manager if he wishes to resolve
this matterThank you

The Firestone at West City AveBala Cynwyd pais a big rip-off, I went in for a diagnostic check on my car and they came up with a price of $I asked Ray the manager to show me what determined the code for them to charge me that much (show me how you did it ) and they never showed meThey tell you it is one thing and after you come out of there it is a totally different thingThey use tactics that are not honest to determine the priceFrom your explanation of telling them what is wrong when you go in there, that's how they determine what is wrong and the price(they use assumption)Ray the manager also told me to find another store to go to(What type of manager tell a customer to find another store?) So guess what they will loose our money (and we have been going there for yearsI will notify everyone I knowDO NOT GO THERE

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 he attempted to resolve by offering a partial refund which was not initially acceptedThe reason that only a partial refund was offered was due to the fact that the vehicle came in with bad oil leaksAfter replacing the valve cover gasket (requested by the customer) the vehicle was degreased the day of serviceMore leaks were then noticed which could not be detected with all of the oil that was leakingWe apologize for the situation, however our offer still stands for a 50% refund of servicePlease let us know if you accept this so we can get that processed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
The correct mailing address is *** *** *** *** ** ** *** ** ***.Thank You For your time in this matter

I took my vehicle in because my switch went out to my A/CAir was blowing fine, there was nothing else wrong with my vehicle until I went to pick it upI started my vehicle to check the switch and there was this god awful noiseI called Oscar to come outside so he could hear the noiseHe instructed me to drive to the front so the mechanic could hear the noise as wellI was informed that my fan was broken O.oSo they proceeded
to tell me to let them find out how much the part costI was thinking they were going to fix itThey informed me it would be $I was lividI called the corporate office and was informed I would be called within to hours and NO one called me backOscar called me from the store and made a deal with me to pay either the labor or for the partI agreed to pay for the labor because it is hot in Texas I didn't want to delay anymoreI took my vehicle back that Saturday and stayed with my vehicle for and a half hoursWhen they finished I paid and went to my vehicle and when I cranked it my engine light was onI called Oscar again and he asked the Mechanic and the mechanic straight lied and said it was on when I brought itMind you I had a diagnostic test done on it before I took back this timeCalled corporate again the Rep took my info and told me the same thing that I I would receive a call within to hours and NOTHING till this dayMy battery just need to be reset but the fact the Mechanic lied is unacceptable

I have two issues: First a repair done on a heating/temperature valve left the setting switch frozen Firestone said they would need to remove the dashboard to fix Second I was told that all the brake lines were leaking and had seized up That even a blowtorch (BLOWTORCH?!) could not remove the hose It would cost $1,to replace and the work should be done ASAP We are retired and on a strict budget so this was very distressing to me (husband has memory loss) on what to do A friend referred me to a very reliable mechanic who found on inspection that the idler arm Firestone replaced was missing the grease fitting, the dashboard would not need to be removed to fix the AC problem and that there were no cracks found in any of the five flexible hoses or frozen connections in the brake system I still need to repair the AC and would like Firestone to reimburse me for it, but I think that is just wishing BEWARE of this scam that is being done

Initial Business Response /* (1000, 5, 2014/04/15) */
The oil change invoice was in the name of *** *** not *** *** *** so we are not sure who is the owner of the vehicleBased on the information available to us this appears to be the first and only service to this vehicle in
almost 200,milesWhen this issue was reported the vehicle had been driven about miles since the serviceA claim was set up and an independent inspector was sent out to determine if the store was responsible for the noises heard from the engineThe inspector also noted that there is almost 200,miles on the vehicle and it is years oldHe also verified that the oil level was correct and the oil was cleanThere was no indication that any oil was removed since the yellow torque seal was still intact on the drain plug showing that it was not removed after the serviceAdditionally the filter showed no signs of being removed prior to the inspector's visitThe current marks and dents on the filter occurred when the technician removed it for the inspectorThe inspector indicated that the service provided by our store was a quality service that did not cause or contribute to the current condition reported or the oil leaks emanating from the oil sending unit and the front crankshaft sealSince there was no documentation or evidence to support her claim it was deniedWe regret that a more favorable decision could not be made and she is still faced with a costly repair

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 reviewThe Area Manager investigated and found the following:
*** *** and his wife brought their *** in on March 16, at 10:a.m.for an A/c Performance check (44.99) and a courtesy check (free)The store Called and spoke with *** and his wife at 12:p.mon the same day with multiple recommendationsSome scheduled maintenance and some to repair issues we had foundThey decided to authorize by phone *** to replace the a/c condenser (331.59), evac and recharge the Freon (142.49), replace the timing belt and water pump for scheduled maintenance(647.99) flush the coolant (117.96), and replace both serpentine belts (105.58)They also declined multiple other jobs at this time that totaled At 2:p.m*** called back and told the store to go ahead and perform the diagnostic that they had recommended due to the check engine light being onWhen the parts came in and all the work was done and the store called the customer and they came to get the carThe store explained that they had added dye to the a/c system and that they suspect there may other issues related but could not locate them at that timeStore also explained that the check engine light was due to some clogged screens in the turbo system and may need to be addressed by the dealerThe customer was happy and paid with a eca check and leftOn 3/30/*** brought his *** back in saying the air was less cold than when they had finished the prior repairsA ticket was wrote up as a no charge inspection and an o ring on the low side hose was found to be leakingRepairs and evac & recharge were done at no cost and extra efforts were put in to make sure everything was clean*** was again made aware that no dye was visible and that he may have to return in the next couple of weeks if the compressor started to blow hot air. *** took the car being a waiting customer with the understanding he was charged (0)On 4/05/*** returned with his car for a flat repair(19.99)During the inspection it was determined that the tire had become non repairableTwo matching tire were suggested and *** authorized the two tire purchase at 12:p.min person*** paid with a MasterCard (229.36) at 2:p.mand leftOn 4/09/Mr*** and his wife called with a concern that there car was blowing white smoke from the exhaustThey were instructed to drive the car down and the store would perform a diagnostic(79.99)They dropped the car off at 9:a.mDuring the diagnostic store found the turbocharger had failed resulting from a lack of oil through the banjo bolts in the oiling systemThe ticket was quoted and by phone the couple made the decision to make the repairs to the engine system to a total of (2823.64) on 4/11/16. The parts were ordered and when the vehicle was completed on 4/15/the customer was calledThey picked the car up and paid the next day at 2:p.mOn04/28/*** brought his car in as a waiting customer to do a cvi (21.99) and also added that his brakes were making a noise at lower speedsUpon inspection there were some recommendationsNew pads and rotors (406.97), a light bulb (14.99), a brake fluid exchange (79.99), a transmission flush (157.49), battery corrosion protection (12.99), sway bar links (239.58), a front left half shaft (229.99), spark plugs and coil boots (341.12) and a valve cover gasket (302.99)A total of was approved in person to replace the brake pads, do the brake fluid exchange, and replace the bulbThe customer paid at 12:with a visa and had no questions or concerns about repairsAll work was properly quoted and was properly agreed to and signed off on by the customerAt this point, the Area Manager does not feel that the store was trying to mislead or charge the customer for work that wasn’t approved by themPlease let us know if we can assist further or if there are any other questions/concerns that we can address

Initial Business Response /* (1000, 18, 2015/08/24) */
This case was closed on 11/23/ref case #
The store manager called the customer:
STORE MANAGER TO THE CUSTOMER
Details:THE MANAGER CALLED THE CUSTOMER TO APOLOGIZE FOR THE CONFUSIONTHE CUSTOMER BELIEVES THAT WE
PURPOSELY TOOK A NEW TIRE OFF HER VEHICLE DURING THE TIRE ROTATION AND REPLACED IT WITH A WORN OUT TIRE SO WE WOULD HAVE THE OPPORTUNITY TO SELL HER A NEW TIRETHE MANAGER EXPLAINED THAT THIS WOULD NEVER HAPPEN AND OFFERED TO REPLACE THE TIRE IN QUESTION WITH A NEW ONE AT NO CHARGE TO RESOLVE THE ISSUETHE CUSTOMER WAS PLEASED WITH THE RESOLUTION
--NOTES ENTERED IN THE CASE UPON RESOLUTION
Initial Consumer Rebuttal /* (3000, 20, 2015/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I FEEL THAT WHEN ME AND MY BOYFRIEND WENT INTO THE STATION TO GET THE CAR LOOK AT WE WERE BEING PUT ON THE SPOT FOR NO REASONIT JUST SEEM LIKE THE ATMOSPHERE WAS UNCOMFORTABLE QUIET AND THEY DID THAT WE DID NOT QUITE MEET THEIR SAY TICKETI HAD BEEN THERE MANY TIMES, BUT WHEN ME AND MY FRIEND ENTER THE STORE IT WAS A NEW THING FOR ME.MAYBE THAT IS WHY IT WAS A DIFFERENT SCENARIO TO THEM
ALSO THE PERSON THAT LOOK AT THE DASH WANTED TO REMOVE THE WHOLE FRONT OF IT AND WHEN I TALK TO THE CARPARTS.COM GUYS ONLINE I WAS TOLD IT IS INDIVIDUAL ITEMS LIKE SPEEDOMETER, GAS GAUGES ETC
Final Consumer Response /* (4200, 30, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
DURING THE TIME THAT I TRUSTED THE CARE OF MY VEHICLE WITH THIS INDUSTRY A LOT OF BAD NOT THINGS HAVE HAD HAPPENED TO MY CARNONE OF THE WINDOWS WORK IN THE CARI HAD TO PAY TO HAVE FIXED SO THE WINDOWS DID NOT GAP OPEN IN WINTER AND RAINY SEASONSTHE REPAIRS WERE WAY OVER THE COST OF THE CARIT HAS BEEN INHUMAN TO HAVE TO DRIVE WITH NO VENTING DURING ALL SEASONS AND YOU CAN NOT EVEN HAVE CONVERSATION IN THE VEHICLE WITH TREMENDOUS RINGING SOUND IN THE EARSI CONTACTED THE RECALL LIST FOR CHEVY NONE OF THIS WAS AVAILABLE ON THEIR LIST THAT WARRENTED ANY INSPECTIONIQUESS, I FEEL LIKE BECAUSE OF THE FAULT OF THE LOCAL COMPANY THAT I CAN NOT TRUST AND WOULD LIKE MY ACCOUNT BALANCE ERRASED AND A NEW CAR
Final Business Response /* (4000, 28, 2015/10/09) */
There seems to be a mistake with our last responseIt was entered as the consumer's response and not the businessWe would like to know if the customer accepted our offer for the value vouchers? Please adviseThank you

Initial Business Response /* (1000, 5, 2014/09/15) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
the store manager reached out to Mr*** and agreed to compensate Mr*** for the money spent at the other service locationwe attempted
to see who denied service to the customer but Mr*** could not specify as he did not know

Initial Business Response /* (1000, 15, 2015/03/19) */
Contact Name and Title: *** *** Area Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
Already taken care of by the Firestone in *** I was there and greeted the customer
Initial Consumer Rebuttal
/* (3000, 17, 2015/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call from *** who I believe is the regional manager regarding my vehicle he was very helpfulHe gave me an appointment with the *** Firestone on Tuesday I took my vehicle there and they gave me a wheel alignment and checked out my front endThe steering issue continued after the appointment with them which I do not understand, its gotten louder since I got the bearings replaced and the wheel sticking problem is getting worse I called them back soon as I got home and they told me the earliest my truck can be looked at again was FridayThe following day I drove to work and on my way home the noise turned into a grind and felt as though I was going to crash when I turned I immediately called Firestone and told them I don't think I would safely be able to make it there Friday and im currently awaiting a call to schedule a tow from my home
Final Business Response /* (4000, 21, 2015/04/09) */
This issue has been resolved by the Odenton store

Initial Business Response /* (1000, 9, 2014/07/01) */
Date: July 1,
To: *** ***
From: Firestone Store P.OBox 1899, *** A FB, CA
*** *** Store Manager
*** Office *** Fax
Re:
Case # *** *** ***
Action Taken to Resolve Issue:
Mr*** was given a refund to resolve this complaint
This brings closure to this case and Mr*** is satisfied with this resolution
We would appreciate if you would close this case
Regards,
** ***
Store Operations

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 claims department to resolveThe case notes indicate a settlement check was sent to you for $to resolve this matterAgain, we apologize for any inconvenience and we hope we have resolved this matter to your satisfaction

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 resolveSomeone should be reaching out to you shortly to discuss a proper resolution

My husbands car was not turning onThe lights and navigation were working but the engine wasn't turning overI did some research and told my husband to jump the carIt worked and got him back homeHe immediately took it to Firestone (a company he thought to be reputable) but when they told us what we would have to do it did not sound right to meThey told us the alternator was overcharging the battery and shorting the batteryBoth will have to be replaced and because it is in an unusual place the AC will have to be drained and the manifold will have to be taken a partThen when put back together the AC will have to be refilledOh and the back tires need to be replacedWith military discount the price was still $I told my husband to get his carI called up RK *** a company I have used many times before, found some coupons for battery replacement and they gave us an estimate for a little over $without the coupons and or military discountWhen we picked it up from Firestone they said they'd be willing to match the price without even asking for the paperwork from the other placeWe took the car to RK *** and they ran the tests over again and found the battery was the only thing that needed to be replacedThe car was otherwise in great shapeThe cost is only $I feel like Firestone was trying to take my husbands moneyI will tell everyone I know never to go there because they are thieves

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 and Store Manager indicated the below information regarding the situation and resolution:
The parts were available for the customer to see however the customer was unavailable to see the parts for some timeThe parts were finally sent in for warranty/core returnsWe apologize for the issue and we have offered to refund the amount of the calipers (the rest of the brake work was covered under warranty) because we never want any customer to feel that they have been taken advantage of