Bridgestone Retail Operations

An internal case was set up for the Area Manager of the location to review and investigateThe Area Manager has indicated the below information regarding the issueHe spoke with Mr*** today about his complaint and
explained to him that each time he returned to our store for diagnosis it was a different issueThe first time it was a bad coil on cylinder #(5/22/2015) and the second time (12/04/2015) it was a variable valve timing solenoid a misfire on cylinder #and some broken vacuum hosesEach time was a different issueWe offered to refund him on one of the diagnosis fees, but Mr*** declinedPer the Area Manager, the store followed the process with inspecting the customer's vehicle, but each time was different issue

Initial Business Response /* (1000, 5, 2015/03/26) */
Contact Name and Title: *** (**) ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
I was not able to reach the customerI attempted to call twice and was not able to leave a voicemailthe store manager was able
to reach him and brought the vehicle back in for a re-check of work performedthey identified a new problem and brough it to the customers attention
I am told that all was resolved to the customers satisfaction but was unable to confirm
If there are any further concerns I can be reached at XXX-XXX-XXXX directly on my cell phone

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 forwardWe 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 resolveWe apologize for the confusion you encountered with the online appointmentUnfortunately, those tires are not available and we apologize for the misunderstandingWe are forwarding this complaint to the appropriate department that is involved with the online appointments so that this issue can be addressed so that it does not continue to be a problemThank you for bringing this to our attention

Complaint: ***
I am rejecting this response because they provided me with an option to pay for a rental car upfront and then they would repair the rim and reimburse me for the tireProblem is, I don't have extra money to throw to a rental car for the days needed to repair the car and really the money spent for reimbursement of a rental car could really be spent on purchasing a rim/wheel that is not the same as mine but an actual full size spare rim while I wait for the repairBest case scenario, I would like to have them agree to the cost of a full size spare wheel, put the tire on that wheel, while I wait for them to send the bro*** wheel off for repairI have checked and a refurbished full size spare cost around If they can pay for that and send the wheel for repair, this is my best care scenario and I will be satisfied with the case
I need to call the firestone Manager back, which I will do today, but I was waiting to hear from you guys firstThanks for responded back to my claim
Sincerely,
*** ***

Initial Business Response /* (1000, 9, 2014/06/07) */
Contact Name and Title: *** ***
Contact Phone: XXX XXX XXXX
Contact Email: ***@bfrc.com
we have attempted to call her, apologize and atleast leave a message inviting her back in but her she is not answering and her
voicemail box is full and not accepting messagesWe will keep tring

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 forwardWe apologize for any inconvenience that we may have caused, and we would like to try and make things right as we truly
value your businessAt this time an internal case was set up for Field Management to review and resolvePlease contact us back at ***@bfrc.com if you are not contacted within 1-business days so that we can escalate your case

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 should be contacting you shortly to discuss a proper resolutionThank you

COST ME MORE THAN &1,TO FIX THE CHECK ENGINE LIGHTS UP
Watch out this business as you come here to fix the check engine light upThey will combine the problem that you have to fix and recommend replacement tires at the same time to make customer confuse even though your tires still have 14,miles warrantyNo wonder it is Firestone tires and service center, trick customer to replace new tires
No receipt, even print it out or email if you don't come back and ask
If the store manager asks you calling him, DO NOT COST YOUR TIMEHe doesn't do anything except trying to take your survey such as: how do you think I should do for customers? If you said what you want, he will say tell you that I am sorry, I can't do itThen he will ask: How can I do for you to be happier? A store manager doesn't know what need to do and ask customer, it is really funny

Initial Business Response /* (1000, 2, 2015/01/12) */
The store left several messages with the customer and so far no call backI, *** also left a message with customerI aplogized to customer and we will refund customer $We invited customer to store to give a $
refundSince we cannot get in touch with customer we will get a money order for $and mail to customer

I recently Had no other choice but to Go and fix my car at firestone because it had overheatedThey told me all I had to do was pay them to change the radiator and thermastatSo I spent every penny I had in order to fix itI waited for hours and when they finished, They told me it was all good to driveAbout a mile out My car broke down and overheated againSo I had it towed closer to home to another FirestoneThey said they found a tare in a hose and they replaced itI drove about miles after that, and it overheated and died agsin! Come to find out that the whole time I had a Blown Head gasketBut they did not tell me this! Now they are liable for damages which every time I drove my car, it made it even worse, because they didn't diagnose the problem correctly and charged me for parts I didnt even need! Firestone Cannot be trusted, and they will lie and cheat you into paying for things you don't need

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

Store #304016- I had service done 8/and 8/31/I was told my vehicle was low on coolant and authorized to have more addedWhen I picked it up, they had done an unauthorized coolant flush for $PLUS $labor?! Also, I had a flat tire needing replacedThe wheel lock key had broken so I was instructed to order/pay for one from the dealer (which Firestone did go and pick up from the dealer-- I did thank them for this) and would be deducted from my Firestone billIt wasn't, instead the store charged me an additional $for a coupon book and then processed the coupons! The wheel lock key was $and the coupons discounts only came to about $They also added on Road Hazard Protection without asking for an additional $I overpaid approximately $110! This is so disappointing that they would take advantage of me and add on all this extra stuff while trying to disguise it as "we gave you all these discounts"I was so flustered when trying to read through the bill and these supposed discounts

attempted to rob me of hard earned money with air filter change, coolant, battery issues and observed same to another customer fortuanately both declined and girlfriend same following day could have been unnecessary charges of 500-from those seen if that's all that were seen how many fell prey to such unscruptious practices tires only lasting half life span.(rotated regular at that facility and air checked) scared to return what could be sabotaged

Do not go here they told me I had a knife in tire only after I came in to job the car off and they were the ones that stick the knife blade in my tire and then blamed it on that it was like that when I came inI am seriously upset about this and may press criminal charges

I have not bought tires at the Eagan Tires Plus for years because the last time I did, I could never get them to do the free tire rotation they agreed to Whenever I brought the car in, they always said they were too busy but wouldn't make an appointment for tire rotation So I made an appointment for another day for an oil change and asked for the tire rotation at the same time I walked around Town Center for hours waiting for them to call to tell me the oil change was done Finally, I went back there and asked if it was done yet Some young guy who was obviously highly trained in high-pressure sales spent about a half an hour working me over, trying to pressure me into getting some things done that I would not do without a 2nd opinion I asked for my keys back, but he said it wasn't done yet I said, I've been waiting for over hours and you still have not even done my oil change, but yet but you want me to pay for all these other things that I don't want? I was livid! I demanded my keys back and took my car somewhere else to get the oil changed and tires rotated I will NEVER go there again; and when my friends need tires, I always let them know about my experience there

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
I hope going forward you will not charge for services promised and not performed
Thank you and have a great day!
Sincerely,
*** ***

Stay awaywent in with a screw in the tire, tried to scare me into buying a new tire, saying the side wall was damaged The tire was less than a year old, told them to put on the spare and left Next day took the tire to *** pu;;ed the screw, patched it and said nothing was wrong with the tire

Initial Business Response /* (1000, 17, 2015/08/12) */
A prior Area Manager took care of this issue at the Montclaire store on 06/16/
A case was set up in our system and the area manager documented that the customer was satisfiedReference case # XXXXXXX

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 investigateYour claims specialist is *** *** and he has tried to reach you to discuss the claimHe has emailed and left you a voicemailPlease return his call at ***Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11503587, and find that this resolution is satisfactory to meThank you
Sincerely,
Lisa ***