Bridgestone Retail Operations

I called the customer to attempt to resolve the issueThe customer was unwilling to work with me and states he already provided the repair receipts to the store and our Nashville officeI informed him that if he provided them, I personally do not see them in his claims fileI apologized if they were misplacedHowever, I did offer to contact the shop to get copiesThe customer did not authorize me to do soThe customer specifically requested that I mail him a letter with my contact information and he will mail me the receipts himselfI asked the customer if I could email him my information to speed up the process? He said no and he wants us to mail it to himI mailed him a letter via regular mail and UPS to ensure deliveryWe cannot proceed without more informationAt this time, we are waiting on that information from Mr***I will update our internal case and review with management once we have the necessary documents

The service desk guy, Jesse, is probably the MOST disappointing problem at the Guadalupe/Alma School, Mesa AZ Firestone Auto locationIf you make the unfortunate decision to be a customer here, plan to wait forever for your car and spend more than you shouldI left my car for a tire repair--they said they would get to it in an hourOver hours later they called to tell me it couldn't be repaired but they would gladly sell me a $tire (cheapest option)What a joke! I dropped my car at 1pm on Sunday (plenty of time to search other repair shops if I'd known they weren't going to repair it) but they waited to call until AFTER 4pm (so no time to shop other repair shops) to SELL me a tireTHIS IS BAIT-AND-SWITCHIf they couldn't have repaired it, they should have called an hour after drop off and left me with other optionsI did NOT buy a tireNor will I everI will NOT shop there againI DO NOT RECOMMEND YOU DO BUSINESS WITH THIS SHOPThere are plenty of other options available and tire/repair shops are too in-competition to get stuck with this placeShop elsewhere--this place is not worth the time & ** they make you go through

Initial Business Response /* (1000, 5, 2015/07/24) */
This was solved about a month ago and we did all of the repairs for the customers as she askedI submitted what we did to Michael *** the Region Office Manager on July 2ndBelow is what I sent to him
We clean lube, & adjusted
her rear brakes, warrantied the front rotors, replace left rear wheel stud & lug nut, & replaced her right front brake hose all at no chargeWe adjusted her rear tires out at $a piece, she complained about them cracking she is aware they were years old
- Tom ***

Initial Business Response /* (1000, 8, 2015/03/30) */
Contact Name and Title: *** ***
Contact Phone: XXX XXXXXXX
Contact Email: ***@bfrc.com
customer has a appointment 3/30/for free oil change and washer solvet customer happy
Initial Consumer Rebuttal /* (3000, 10,
2015/03/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not provide me with a free oil change and I had already got my own windshield solventSo I cannot accept this response and I am not happy!
Final Business Response /* (4000, 12, 2015/04/03) */
came on 4/2/and gave him a coupon or his next oil change to be free.customer happy

Initial Business Response /* (1000, 5, 2015/06/15) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
The last time the vehicle was in it still needed license plate lights changed and tireWe did 2nd inspection at N/C even though we are
allowed to charge for re inspect because our only concern is the safety items are addressedI will arrange for a re inspect again at n/c at another facility to verify the items that failedFeel free to reach me at (XXX) XXX-XXXXMy name is *** *** and I am the area manager for the Buffalo storesI left you a voice mail today and would be happy to assist in this matter

A friend of mine was having car troubles and got her vehicle towed to this location and was told for a diagnostic, her total would be $As we left she called around and found a better price at another locationShe proceeded to call and cancel her diagnostic and spoke with Mandi, a service managerI heard the whole conversation as Jasmine told Mandi that she could get a better deal at another location, Mandi told her that she could not and went back and forth with Jasmine the customer and then told her she would see us soon and hung up in her faceJasmine and myself went Inside to pick up her keys, we were not greeted or asked if we needed anythingJasmine proceeded to address how the situation was handled because of the poor customer service she receivedShe even asked to speak to Mandi in private and was told that whatever she had to say she could say in front of the other manager as wellInstead of Mandi listening to what Jasmine had to say, she continuously interrupted Jasmine and raised her voice, arguing with the customerWhile the other employees tried to calm Mandi down, she screamed and pushed her employee and said "I don't give a ***" while slapping her hands down on the counter and pointing her finger at JasmineAnother manager also witnessed the whole thing, and I tried to explain to him that she should have just listened to what she had to say and deescalate the situation, instead of reacting and getting emotionalShe proceeded to tell Jasmine that she was already upset before she even came into the tire store and she was dealing with issues that aren't her problemThey then threatened to call the police instead of handling the situationJasmine remained calm through the whole thing, never posed a threat to anyone in the building but instead of the managers handling the situation they asked us to leave instead of addressing the issuesAs a manager she should be trained on how to handle situations like that, she was very unprofessional and it was the worst customer service I have ever experiencedNo matter what, even if the customer is wrong, you still listen and consider the customer being right, and then handle the situation accordinglyI will never recommend or visit that location, or the company for that matter to any oneShe should not have a job as a managerlet alone an associate

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 have set up an internal case for review on our end.
After review of the case, we found that management has tried to discuss a resolution with you, but was unsuccessful in their attempts to speak with you in detail or obtain necessary documentation pertaining to your caseSince we didn't have an opportunity to resolve this before you opted to obtain a rental on your own, we are willing to reimburse you for the rental vehicle sans the additional insurance coverage charges, as we typically do not cover any additional insurance with rental vehicles.
Please let us know if this resolution is acceptable and we will process the reimbursement check

-The short:
Would never go here again!!! 1) Customer service is hit or miss 2) Actual service appears to be geared to find additional issues that they will resolve at additional cost, and 3) items go missing from your vehicle-Location fraudulently failed vehicle during inspection for "Windshield Wipers" and front driver side side marker light, and is believed to have have stolen cash from my glove box-Went to Firestone Complete Auto Care @ Garden Road in Plaistow, NH for a routine NH car inspection on 3/3/Having just had the car passing inspection in June of 2015, fully serviced by dealership for Winter conditions late Nov 2015, and then garaged for most of the winter season, I was expecting a simple inspection w/ no issues-Instead I was told that my windshield wipers were not passing NH regulations and that my front driver side marker light was not working-Went to have items repaired at *** *** and *** who both confirmed that there were no issues with either However that my rear driver side market light was out-Returned to Firestone to have them show me failing items in person To which service rep was extremely rude, defensive, and could not identify failing issues until I showed them the only item failing and the correct location-Personally replaced the marker light and had car re-inspected at the same location the next day (by the same inspector) w/o changing Windshield wipers-Car passed inspection upon this second time, however I then discovered:
1) that cash in an envelope in the glove box was now missing
2) "passing" inspection report had inaccurate/expired registration date information reported on it- Filed police report for the missing money and spoke w/ Manager on the incorrect inspection report info which would "require a re-inspection" to update to the correct info-Manager was completely supportive and refunding my inspection feeHowever, overall, too little too late!!! The missing glove box cash has not been recovered and 6+ hours of my time has been wasted

To make a long story shortI had worth of work done to my *** Murano at this specific Tires plusThis included a tire rotation among some other major repairs neededOn August 5th my wife was driving this vehicle on B.WParkway and the front driver front tire came offWithout going into to much detailI had the car towed back to Tires Plus where they then put a claim through BridgstoneFast forward to today 08/16/Per Bridgestone claim services and the so called third party Inspector says that Tires Plus did there job correctly and there is no way they could have missed tightening the lug nuts on the vehicleThey also stated in the report that maybe someone attepmted to steal the tire and loosened the lug nuts on that one tireBridgestone (Tires Plus) will never touch any of my vehicles or anyone that is near and dear to meMy Wife almost lost her life due to an oversight of a TechNow mistakes happenBut of course per Bridgestone someone tried to steal that tire?? Luckily I have and can afford an attorney to handle thisStay away from this shop!!

Complaint: ***
I am rejecting this response because:
I'll have to seek other means to resolve this matter
Sincerely,
Isaiah ***

Initial Business Response /* (1000, 6, 2015/08/21) */
Contact Name and Title:***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Based on the note from Revdex.com it looks like the original purchase location was a local competetor (Tire Discounters)I could not find a
purchase made in our locations using the name aloneIf this was a Firestone location please provide either the license plate #, phone number or purchasing customer name so I can *** in and resolve
**
Initial Consumer Rebuttal /* (3000, 8, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing has been resolved to this pointI used the above email address to email Mr*** directlyI await their response
Final Business Response /* (4000, 12, 2015/09/05) */
Contact Name and Title:***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
I am unable to perform a refund on product not purchased from our locationI have given the customer the hotline for the bridgestone technical support center who can answer and help resolve product claims and advised to seek resolution from the purchase point (Tire Discounters)

Rendered my vehicle undeliverable and not safeThey gladly took my money but offer no solution to problems created by FirestoneHad my vehicle for over two hour to tell me they did nothingFound my oil was over filled (by them) but will not fix itAlignment was not properly completed suspension components cam loose after a hundred miles of driving to the point vehicle will not turnTo tighten what they had loosened they wanted to charge me $dollarsEven Firestone policy was not followed never removed the tiresThey told me my radiator was empty and it is not it is full and new fluidTold me my belt was worn when it is brand new less then miles on itInformed me my license plate light are not working when they too are brand new and super brightPassed my vehicle for the new York safety inspection even without a working parking brakeWhen customer service was called I was not given a call back but the store sent me a email confirming a appointment for an oil change, email was sent hours after the appointmentIt was an appointment I never asked forThe manager of the store offered no resolution to my problem and sent me down the road in a unsafe vehicle, unsafe for me and other motorist on the roadManager and tech talked down to me like I know nothing about carsTerrible experience I have been a long time customer of Firestone turns out that was foolishI do know a lot about vehicles and how to repair them was a mechanic for years and I feel without my knowledge they would have scanned me for $dollarsAs it stands now I have a vehicle with completely new components in great shape that is not safe to drive, it was safe and great before I took it to a firestoneThey even didn't give me paperwork claiming that the printer was out of ink so I could not verify the alignment was done at allMissed a bunch of thing violated new York state inspection law and my trust

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,
*** ***
Thank's

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.
After review, the Area Manager indicates this complaint has been resolved and a refund check for $was issuedWe hope we were able to make this right by you and we hope this was resolved to your satisfaction

Initial Business Response /* (4000, 16, 2015/04/25) */
I have tried contacting the customer and left a message on 4/and 4/with no repsonseThere is nothing for us to repair to pass the inspection because we already passed the vehcileThe monitors just needed to reset by driving to
get the light off of the car
Initial Consumer Rebuttal /* (4200, 18, 2015/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not accept their responseHowever, as I had indicated in my earlier addendum, ***, who works with Firestone, had resolved my "financial" concern for my car by promising to cover any costs that may come from retesting the emissions and repairing any unforeseen emissions problems, and also by being both polite and professional in his communicationHe retested my car and there were no further costsAs far as the my experience of "deceptive practice", by the manager withholding important testing results until after I've agreed to do the "pro-active" maintenance work and it was completedEspecially, after initially telling me that the safety and emissions tests were okay so that I would consider spending money on the "recommendations"They have not "directly" addressed that concern or even offered an apologyMoreover, they seem to have added more dishonestyTheir response to the Revdex.com indicates that they did finally call me on 04/and 04/with no response from meThey replied to you on 04/25/Since I've been in the hospital- due to my disability- I and can verify on my phone that they called and left a message for me on 04/Unfortunately, there is no record of any incoming call on my phone for the rest of April, much less "the 24th" when they say they calledSo their sentence reply appears to be dishonestThat seems to confirm a lack of veracity or truth-telling from at least management employees within FirestoneI regret not being able to have their mechanics work on my car anymore, however, as good as they've been "mechanically" at the stores that I've had service my car, I can no longer trust the "management" to be honest with informationAnd as I had mentioned to *** when he kept trying to upsell me with their credit card, 'since I have become disabled over the past months, including being homeless for several of those months, every decision I make is amplified, because every cent is meaningful toward meeting my basic needs'As far as I'm concerned, the "deceptive practice" complaint has been resolved, since their dishonest reply seems to validate my concern
Final Business Response /* (4000, 20, 2015/05/04) */
The only reason the light came on was because when we did the repairs we had to unplug sensorsThat is why we had the customer drive the vehcile to reset the montiors and clear the codesWe never suggested or quoted any further repairs

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, however, the Area Manager indicates that he has left multiple messages for you with no return callPlease return the Area Manager's call so he can discuss this matter and properly resolve the issuesThank 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 resolveSomeone should be following up with you to discuss a proper resolutionThank you

Initial Business Response /* (1000, 8, 2015/04/10) */
Contact Name and Title: *** *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Spoke to the customer about the situation and customer expressed gratitude for reaching out with themBoss wanted
compensated for the long time spent in the storeAgreed to give the BOSS a free tire and the second tire 50% off

Have several issues with my car - starting with Engine light on continuously, burning smell under hood, right turn signal flashing fast, radio changing stations, dash light off completely, headlights replaced many times within the last year
Have spent hours there and $and car still not fixed
Very dissatisfied with their quality of workThey don't show me any of the parts they are replacingTherefore, I am not convinced that they are replacing the right parts because the car still doesn't work properly
Have been a customer for over years for repairs and recently their quality of service has tremendously declined

Initial Business Response /* (1000, 4, 2014/06/30) */
The guest has also communicated with our consumer support lineThey have spoken with the DM and discussed and resolved their concernsShould there be additional items they wish to discuss please have them contact the storeThe
matter is presently considered resolved
Thank you,
Initial Consumer Rebuttal /* (3000, 6, 2014/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never contacted by there dm and only recently after opening a claim thru the Revdex.com have I had any kind of responsei have been unable to contact back because of being outside of internet and cell coveragei have not spoken to anyone from this company at any level all I have received is a email stating that the dm would contact me which never happened
Final Consumer Response /* (4200, 25, 2014/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The XXXXXXXXXX number is the correct one I have not once received a call on that number it seems like your in the business of not addressing your customers concerns and that is very disappointingAny thing that I sent to you in this complaint you skirted around and didn't address itAs a major corporation I would have expected better customer service and care but it seems like that's not one of your major concerns
Final Business Response /* (1000, 41, 2015/09/09) */
As stated previously by the Area Manager,
Should Mr*** have any further concerns he must reach out to Matt at XXX) XXX-XXXX and he is eager to listen and work with him
At this time this matter is considered closed