Bridgestone Retail Operations

Initial Business Response /* (1000, 6, 2015/07/31) */
Contact Name and Title: STUART ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
STORE REPLACED A/C COMPRESSOR ON 4/13/AND AFTERWARDS FOUND A HOLE IN FRONT SIDE OF CONDENSOR WHICH ALSO WAS REPLACEDON 5/18/
STORE RPLACED A WINDOW REGULATOR AND RECHECKED A/C AS CUSTOMER STATED SOMETIMES GOES OFF AND ONON 5/20/COMPRESSOR WAS REPLACED UNDER WARRANTYON 6/17/STORE REPLACED REAR DOOR ACUATOR AS IT WAS CLICKING,AND REPLACED FAN CLUTCH AT NO CHARGE TO CUSTOMERON 7/9/STORE ANGAIN WORKED ON THE CLICKING NOISE IN REAR BLEND DOOR AT NO CHARGEIN ADDRESING CUSTOMERS COMPLIANT THAT THE AC STOPPED ONE DAY BUT RESTARTED AN APPOINTMENT WAS MADE AT THE DELER TO INSPECT WHICH FIRESTONE PAIDPER RECCOMMENDATION OF THE DEALER THE COMPRESSOR WAS REPLACED WITH A FACTORY PARTCAR WAS KEPT FOR TWO DAYS WITHOUT ANY PROBLEMCAR WAS RETURNED TO CUSTOMER ON 7/29/15.store has been in strong communication in this process with the customer

Complaint:
I am rejecting this response because:
Sincerely,
Ernie ***
This store and the company itself has still not dealt with the fact that they attempted to have me pay for errors on their part. If this is not criminal, it is at least highly civil. My question is how many other's has this store perpetrated a fraud against. Again, I have still not heard from anyone representing Firestone

Withe reference to their Tracy, CA store at N Central Ave.-
Bought a Free Lifetime Alignment Agreement at $They automatically offered a $discount, which brought down the price to the real former retail price of $
Received an appointment after failed onesArrived on time for am appointmentWaited and 1/hours (12:pm) and my car was still sitting in the parking lotNo indication when they will start work so I asked for the keyPointless appointmentA wasted morning, A total disappointing experience

After entrusting my vehicles to this franchise for over a decade, it's clear I am not a valued customer, they will do anything to avoid honoring their warranties, and instead overcharge their "loyal" customers Yesterday, I brought my truck in for a routine oil change and to purchase a new tire I mentioned to Scott that I heard some squeaking from my brakes, intermittently, when going down hill After the initial inspection, Scott explained to me: "your left brake pads are low and rubbing against the rotors, and you'll need a new caliper." After looking things over on the diagram, carefully considering the size of my truck, how much I value my life, the lives of my children and other people (on the road), I gave him the "go ahead" to complete the repairs for the entire front end brakes on my vehicleWhile waiting for this laborious work to be completed, I remembered Tires Plus has been the only company to service my vehicles for years, therefore, my brakes should be in warranty I asked Scott and Mike G*** (the manager) about this and they both told me, "We (Tires Plus) did not offer warranties on brakes until January 2012, your brakes were purchased in June 2011." I then called the Tires Plus Customer Care 1-number and was pretty surprise to hear them say the same thing, "We did not begin warranties on brakes until January 2012." I thought to myself, I could be wrong, I've been wrong before So, I just sat there for FIVE hours, while they completed the work....allegedlyAfter sitting for awhile, I thought it might be best to inquire with the service advisors about all this expensive work being under warranty Mike informed me that because I didn't get the brake hardware installation (which consist of hoses) this, more than, $service did not come with warranty After learning that the hoses would be an additional $and THEN the service would qualify for the Lifetime Brake Warranty, I decided to pay the additional $90, to ensure my vehicle and these parts would be fully covered for the lifetime of my vehicle I left Tires Plus after 6:p.m., after arriving there at 1:p.m., for my 1:appointment In addition, when my invoice/receipt was printed, it was for more than the original price quoted to me So, Scott had to issue a credit to my account, although he tried to dispute it, at first mention WOW! I drove less than three blocks to the local Publix only to find that my brakes were slipping, I had to press down harder (with more than my usual force) to come to a complete stop, and there was an usual sound (like air seeping out) when I depressed the brakes None of these things were occurring when I first brought my vehicle in I called the store immediately and was asked by Scott, " Do you want to bring it back in now or you can come back tomorrow?" Really? After sitting there all that time, paying more than a thousand dollars for an issue I trusted they were honest about, and driving my vehicle only to learn, it felt unsafe/unusual, you ask me this! Of course I went right back to the shop, only to learn the caliper (allegedly New) was bad and they'd have to get a new one from (another) local distributor, and I'd have to either leave my vehicle there overnight, or wait another minutes to an hour I opted to wait, I mean I waited all this time! When my kids and I finally left the shop, well after 7:p.m.(their closing time), the vehicle seemed fine Finally, after getting home and finding my original receipt from June 2011, it stated clear as day, I paid for the Standard Brakes and the parts came with a lifetime warranty! After, this entire ordeal I now know, after more than ten years I must find a new mechanic, I was overcharged, probably scammed into having services I didn't need, and am truly not a valued customer of Tires Plus I'm now wondering.....Did they really do the work they charged me for? Are the alleged parts put on my vehicle new, if they did any work, at all? Even though I'll never return to them for services outside of my warranties, will they actually honor the warranties? And, where in America can a woman bring in her vehicle and be treated in a dignified and humane way? It's really sad when I consider all the years, all the money, the trust; I've treated these guys to lunch (this location and others) I've sent them Christmas cards and Thank You cards, for their services My trust and loyalty to them has helped build the company and feed their families But, do they value any of that? Did they consider my family's life and the lives of other people on the road, when/if they decided to scam me or treat me/my vehicle less than a valued customer? Or, was it just, once again, about the almighty dollars? People will never be great at anything without honesty, integrity, accountability, and above all else, humanity Now, after speaking with several people from the Customer Service department (and my attorney), I have to spend more time on this issue, and bring in the original receipt of my brakes purchase to prove something I've known from the beginning: my brake pads and shoes are under a lifetime warranty, in hopes of being reimbursed for parts I should not have had to pay for What about my time, my inconvenience, the lost of trust? Who cares, there are plenty of other customers Tires Plus can overcharge, scam into possibly paying for services they don't need, or get over on regarding warranties, they'll have little to no intentions of honoringThis has been a very unfortunate situation I can only hope it does not continue to happen Thank God for social media, which can help us spread the word and bring these kinds of injustices to light

Initial Business Response /* (1000, 10, 2015/09/17) */
Contact Name and Title: Randy *** AM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@tiresplus.com
The mileage on this vehicle at the time of service is listed on the invoice as 145,Per the store manager Mike C, the oil
cap was left off the oil fill and the motor was started and driven less than feetThe manager personally cleaned up the oil and topped off the engine oil and verified it was full prior to the customer leavingManager states less than 1/quart of oil had to be added back
According to the 2nd work order the mileage was 146,when the vehicle was towed back to the store on 8/31/Therefore the vehicle had traveled approximately 1,milesUpon inspection there appeared to be knocking noises coming from the lower end of the engine which would indicate internal engine failureUpon return the vehicle was full of oilThe oil filter and housing was dryThe store quoted a price to replace the engineThe vehicle was left at the store for approximately week and the customer had the vehicle towed awayDue to the age of the vehicle and mileage on the engine it is not uncommon for internal engine failure to occurThe cap being left off the oil fill neck at start up would not have leaked enough oil to cause engine damage or internal engine failure

I recommend this location They are honest and saved me money They would have been able to take very easy advantage of me by simply telling me that my catalytic converter needed to be replaced...but the did not They told me that they can for the part by welding it This saved me over $600! The great things did not stop there! They were very informative, took pleasure and pride in educating me about my car, fixed my car in just day, and even the small talk was very pleasant Great job! I was taken care of by Eric, and he is just much a hard working and down to earth guy He clearly loves what he does for a living, and it was an absolute pleasure to experience his detail oriented service They have themselves a new loyal and repeat costumer I am recommending this place to everyone that I can I do not recommend places often, so when I do people know that it is something exceptionalGreat job, once more!

Complaint:
I am rejecting this response because:
As politely as I can be, I still paid for premium service and received sub par service
Regarding the ***, I had to return multiple times I had to take my car and drive on what I had because Firestone rushed to complete the service and failed to adequately check their work Bottom line, I drove off with bad brakes on the *** because your manager had no other options for me and said it would be okay to drive it off and bring it back the next weekend He was wrong insofar as it ruined the work they already did I appreciated the additional work they did, but I didn't ask for it I considered being refunded to go elsewhere, but I would be carless Regardless, again I say I paid for premium service and did not receive it as it was designed to be I did not pay for mistakes to have them paved over with additional work to please me to be considered "premium service." I came to fix one thing, not to have errors made and compensated with something else I only wanted that one thing fixed, and FIXED THE FIRST TIME CORRECTLY!
Regrading the ***, I don't know what to say except I paid for a "complete inspection." I'm not a mechanic and you claimed you could never know my sealed bearings would fail But I did not know this, so I trusted Firestone to know this for me Perhaps manuals could help your employees do their job better? I do not believe you when you say that there is no recommended change in a *** manual for these bearings to possibly fail and recommend changes Bottom line: my tire fell off at mph on the freeway and causeD slight damage to my fender NOT MY BUMPER Your mechanic had to pry my passenger door open which itself caused a kink in the passenger door And you're not responsible?
I am on vacation in Denver right now, but when I return I will retain the services of *** * ***, LLP and have them investigate this matter further to see if there is something we overlooked Sorry it has come to this, but you made this decision
Sincerely,
Scott ***

Thank you for bringing these 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 rightAn internal case was set up for the Area Manager to review and resolveThe Area Manager indicated that he talked to the customer on April 1st and addressed customers concernsShe agreed the alternator, installed on December 26, 2015, solved the problem of the battery light coming onThey went over all work performed after that date and she confirmed no issuesThe problem was found that after replacing the starter on march 16, she had a problem starting the car twiceThey set up an appointment on April 4th with a rental car providedHowever, on this date, the customer was not able to wait on Enterprise to pick her up and rescheduled for Friday, April 8thOn this visit the store checked car completely, found no problems to the work performed by the store, but they found that the gas was contaminated by waterThey installed gas antifreeze at no charge and explained with sample of gas to the customerCustomer is happy with resolution and understands

Thank you for bringing these concerns to our attentionA case was set up by our Corporate Claims DepartmentThey have reached a settlement on this matter and the case has been closedThank you

Initial Business Response /* (1000, 7, 2014/05/05) */
Contact Name and Title: *** *** ADM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
I have spoken with *** and appologized for the issues with the vehicleHe has traded the vehicle in and bought a new vehicle and
was very upset with the way his service was handledI promised that I would look into the circumstances surronding the complaint from beginning to end and address as needed however was unable to discuss that with himI appologized again and we moved forward

Initial Business Response /* (1000, 8, 2015/04/13) */
Contact Name and Title: *** *** Area Manag
Contact Phone: XXX XXX-XXXX
Contact Email: ***@bfrc.com
Spoke to customer, Had vehicle aligned elsewhere and they made the correctionHe is asking for a refund of for the
cost of the alignment
We also spoke about the issue with the drain plug and he understand that we were not at fault and he is ok with it
Mr*** will be here later to receive his refund!!

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 follow up with you to discuss further

Worst place ever sat here 2hrs and they finally get my warranty tires off my truck then minutes later they tell me they can't fix one and it will be another hour and a half before they can get another tire to the store so now I get to wait another minutes or however long just for them to put my tires back on so I can go somewhere else and just by new tiresWill not come back to this location againService is very poor not to mention the people's attitudes that work here

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 corporate claims department to review and investigate the claim.
The claim was initially deniedThe claims supervisor indicates that he followed up with you as well to review the caseUnfortunately, the independent inspection report did not find any fault of ours and the claim was not acceptedWe apologize that we were unable to assist with repairs to your vehicle

I recently took my car to Firestone for a minor repair to the driver's door electronic lock After examining the lock I was told the water reservoir was dry It probebly had a leak & needed flushed I know when I took the car to them the water level was fine (I do periodic checks) I refilled the water reservoir & two weeks later, there is no evidence of a leak I know they tried to charge me for unnecessary repairs
Also, they charged $for an inspection that took approximately minutes
AVOID FIRESTONE!!!

Thank you for bringing your concerns to our attentionAfter receiving your complaint, we reached out to our CFNA account group that verified the issueUnfortunately,
1em;">in there were months of missed paymentsCFNA must abide by the rules and they do not correct credit bureau’s unless it is a company error or extenuating circumstances (maybe late but not 4)

Initial Business Response /* (1000, 5, 2015/06/04) */
I just got off the phone with *** ***I had talked to her last Friday about the situation and explained to her how sorry that we were that we were not able to fix the car correctly the first timeShe said that she had lost
confidence in our ability to fix her car and wanted to take it to the Dealership to have it fixedI ran a refund through *** and she received a check for 705$ in the mail on TuesdayShe thanked me for how quickly that I took care of the situation and I told her that if she had any issues in the future that we could help her with to please give me a call
Thanks
*** ***

Complaint:
I am rejecting this response because:
The car was towed to Firestone where they looked at it and said that originally been put into the car and that this was just a freak thing - one in a million freak mechanical failure of the engine and that all cars leak oilIt was not caused by anything they did All cars do not leak oil and there was never any question if they put oil in the car or notThe oil leaked out of the car from somewhere over several days and according to my mechanic, the engine likely blew from not enough oil in the car. Short of taking the engine apart an exact diagnosis could not be completed by either Firestone or my mechanic. The car was running fine - no knocks nothing prior to the event. The car started jerking and became really loud - then the oil light went on about the same time as the engine blew and the car stalled. This all happened in approx a mile and half ride to a local store. As soon as the car started jerking very badly I pulled over to the side to exit the road but the engine blew prior to being able to exit the road. The auto is currently at my mechanic awaiting a new engine to be put in.
After speaking to Firestone Corporate, which were friendly and helpful they three way called the Firestone store where we had the work done. He reiterated that oil had been put in the car and the evidence of that and stated all car leak oil. I once again said I do not dispute that oil had been put into the car but something caused the oil to leak out- He then stated my oil pan had a big hole in it - well that could be when the engine threw a rod and put a hole in the side of the engine as well. That had to occur after the failure of the engine or I would have been notified that there was a big hole in the oil pan that needed to be repaired. A bad seal on the oil plug or the oil filter could cause a slow leak - that could cause the problem of oil leaking out.He did state that it would be sent to claims but I have not heard from them yet.
The car just been inspected by Firestone and there were no recommendations for repair
Sincerely,
Garrett ***

Been there timesof them were walk -insDealt with me fairly and within the range of repair costsPolite and friendly treatment, pretty fast too

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 he is the process of determining a proper resolution to this matter and will work with you directly