I will provide the customer with her original request of $to resolve this case as she originally asked for while speeking with her shorlty after the repairThis was the amount she said she could have saved by using parts that we would not purchaseMy position has not changedI feel that we completed the repairs for the agreed amount in the time promisedI will mail a check out tomorrow to the name and address on the invoice and consider this case closed, as I will not entertain anything beyond this refund amount
To whom it may concern, The system has actuators (same part#), one of them would not respond while being commandedThe technician swapped the actuators to diagnose if there was a communication failure from the computer causing the problemHe determined the actuator was receiving the signal
and that it needed to be replacedThe technician originally thought a faulty controller was cause for communication loss but later found a damaged relayThe technician had a replacement relay he used for testing purpose that he installed which then allowed communication to the actuatorThere was absolutely no damage to the either actuator or the mode door when we had this apart for testingWe NEVER ordered any parts for this vehicleI do not know why the actuators are not the brand the customer thinks they ordered and installedYes, the technician lost a screw and replaced it with one of different colorWe did nothing wrong- we were asked to calibrate the new actuators that the customer installedAfter not being able to perform the calibration we went above and beyond to diagnose the problem for the customer at no additional chargeIm sorry this DIY project didnt work out. Jason M***
I may have been incorrect by saying a screw when I should have said threeI didn't ask the technician how many non factory screws he installedThe customers story implies that we have used parts laying around that we swap out for new ones when we get the chanceThis is ridiculousWe have replaced many actuators and know the proper procedure to do soThe damage the customer refers to is caused by the mode door not being put in the proper position before tightening the actuator screwsAgain, not a problem for a person whom has ever done one beforeI would suspect the technician who performed the testing has done well over actuators just in the time working for us
If I noticed the scratch and damage prior to dropping my car off, I wouldn't have been shocked to see it when I picked it up at your facility, and we would not be in this predicament right now There is a remote possibility that it happened at your facility I did not blame anyone specifically because I don't know what happened to the car, which is why I asked you to please review the video so I could possibly find out what happened to my car I awaited your call back which I never received I called Firestone headquarters because I was not receiving any response from you It was to my surprise that this store is not actually considered Firestone As a consumer, I find this very confusing, since it says Arizona Firestone on my invoice It is unfortunate that it has taken much of my time and energy to receive a response from you I would expect that when there is a problem/concern to be dealt with by a paying customer that you would try and resolve it in a professional manner
The engine would crank, but not start. The customer approved $130 in diagnostic fees. The batteries both tested at less than 300 CCA and one had a bad cell. This test was completed with the interstate ed-18 electrical system tester. We replaced the batteries and it fired right up. We preformed a...
computer scan running key on engine off and on with passing results. Test drove, no problems. We called customer- he said his guys cranked the engine for extended periods of time when trying to get it started and that's why the batteries were bad. He insisted that he had a fuel problem. We again drove the vehicle and allowed it to run over half the day, continued to drive it again, with no problems. We were unable to duplicate the complaint and waived the diagnostic fees. Customer was charged for batteries and the charging system test. We had hours in this vehicle and did what was right for the customer. If we cant duplicate a complaint or get negative test results, we cant, nor will recommend ANY repair. Interstate has a warranty on the battery and I would be happy to assist the customer with this warranty for a free replacement.
this is not the truth. 3 bolts were replaced with non stock bolts. the shaft was jammed into a used actuator as evidenced by the severe scratching in 0551. yes there are 2 actuators this was never disputed but the new one was replaced with a used one. the new part was marked on the light grey moving part but the one returned was not. the shop did not have any interest in looking at the car when brought back just insisting the part was the same one. they would not address the fact that they broke the air door shaft either. I think we were not charged for extra hours because they knew they damaged the vehicle. I didnt think I needed to take pictures as evidence before having my car repaired.
The car was dirty because there was water on the road or gutter when test driving. It was dusty because its Arizona and we are currently in the monsoon season. I reviewed the cameras and no damage happened while in the shop to the rear bumper. I dont know what happened when out of camera view. As i...
already explained to Bridgestone consumer affairs (in response to her complaint with them), if there was a remote possibility that this damage happened at my facility, I would take care of it. All she had to say was "I walked around my car before leaving it and didnt notice a scratch" and I would have taken care of it! Dont blame my employees because they were the last ones to have the vehicle!!!
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Business in their response did not address any of the issues raised in initial complaint (non-responsive). The repair diagnosis had already been made previously by dealer and no diagnostic was requested simply repair. As the car was rendered inoperable by removal of parts by Firestone at outset of service appointment and Firestone refused to use readily available replacement parts from auto parts store next door - the transaction became involuntary as I was unable to simply leave the business. Additionally, the stressful nature of the situation, including hostility of service manager, aggravated my pre-existing medical condition and rendered me unable to pursue any alternative but allow for completion of repair at the business.Regards,[redacted]
We are an affiliate dealer of Firestone. Says it all over the store. Our name is Arizona Firestone, just like the invoice says. You assumed we were Firestone corporate just like you assumed we scratched your car. My position has not changed. I said if there was any doubt that it could have happened at my store that I would take care of it. Theres not, so im not.
The customer was 20 minutes late for her appointment. She asked us to diagnose her complaint which took aprox 40 minutes. [redacted] called her at 11:00 with the estimate for repairs. The amount did not change that was given the day before except the additional cost for the serpentine belt. The customer...
was told aprox completion time would be 1:30. Repairs were completed at 1:15 for the amount approved. The customer then called me and offered their advice as to how I should operate my business for 45 minutes and that a $100 refund will make this all go away. I did not take her up on the offer and here we are. I'm sorry that the customers visit did not go as they planned. She explained that she is from California and they do things differently at a very fast pace. This is not our style, we believe this is how mistakes happen. I don't understand how a refund of the repairs we preformed is justified.
I will provide the customer with her original request of $to resolve this case as she originally asked for while speeking with her shorlty after the repairThis was the amount she said she could have saved by using parts that we would not purchaseMy position has not changedI feel that we completed the repairs for the agreed amount in the time promisedI will mail a check out tomorrow to the name and address on the invoice and consider this case closed, as I will not entertain anything beyond this refund amount
To whom it may concern, The system has actuators (same part#), one of them would not respond while being commandedThe technician swapped the actuators to diagnose if there was a communication failure from the computer causing the problemHe determined the actuator was receiving the signal
and that it needed to be replacedThe technician originally thought a faulty controller was cause for communication loss but later found a damaged relayThe technician had a replacement relay he used for testing purpose that he installed which then allowed communication to the actuatorThere was absolutely no damage to the either actuator or the mode door when we had this apart for testingWe NEVER ordered any parts for this vehicleI do not know why the actuators are not the brand the customer thinks they ordered and installedYes, the technician lost a screw and replaced it with one of different colorWe did nothing wrong- we were asked to calibrate the new actuators that the customer installedAfter not being able to perform the calibration we went above and beyond to diagnose the problem for the customer at no additional chargeIm sorry this DIY project didnt work out. Jason M***
I may have been incorrect by saying a screw when I should have said threeI didn't ask the technician how many non factory screws he installedThe customers story implies that we have used parts laying around that we swap out for new ones when we get the chanceThis is ridiculousWe have replaced many actuators and know the proper procedure to do soThe damage the customer refers to is caused by the mode door not being put in the proper position before tightening the actuator screwsAgain, not a problem for a person whom has ever done one beforeI would suspect the technician who performed the testing has done well over actuators just in the time working for us
If I noticed the scratch and damage prior to dropping my car off, I wouldn't have been shocked to see it when I picked it up at your facility, and we would not be in this predicament right now There is a remote possibility that it happened at your facility I did not blame anyone specifically because I don't know what happened to the car, which is why I asked you to please review the video so I could possibly find out what happened to my car I awaited your call back which I never received I called Firestone headquarters because I was not receiving any response from you It was to my surprise that this store is not actually considered Firestone As a consumer, I find this very confusing, since it says Arizona Firestone on my invoice It is unfortunate that it has taken much of my time and energy to receive a response from you I would expect that when there is a problem/concern to be dealt with by a paying customer that you would try and resolve it in a professional manner
The engine would crank, but not start. The customer approved $130 in diagnostic fees. The batteries both tested at less than 300 CCA and one had a bad cell. This test was completed with the interstate ed-18 electrical system tester. We replaced the batteries and it fired right up. We preformed a...
computer scan running key on engine off and on with passing results. Test drove, no problems. We called customer- he said his guys cranked the engine for extended periods of time when trying to get it started and that's why the batteries were bad. He insisted that he had a fuel problem. We again drove the vehicle and allowed it to run over half the day, continued to drive it again, with no problems. We were unable to duplicate the complaint and waived the diagnostic fees. Customer was charged for batteries and the charging system test. We had hours in this vehicle and did what was right for the customer. If we cant duplicate a complaint or get negative test results, we cant, nor will recommend ANY repair. Interstate has a warranty on the battery and I would be happy to assist the customer with this warranty for a free replacement.
this is not the truth. 3 bolts were replaced with non stock bolts. the shaft was jammed into a used actuator as evidenced by the severe scratching in 0551. yes there are 2 actuators this was never disputed but the new one was replaced with a used one. the new part was marked on the light grey moving part but the one returned was not. the shop did not have any interest in looking at the car when brought back just insisting the part was the same one. they would not address the fact that they broke the air door shaft either. I think we were not charged for extra hours because they knew they damaged the vehicle. I didnt think I needed to take pictures as evidence before having my car repaired.
The car was dirty because there was water on the road or gutter when test driving. It was dusty because its Arizona and we are currently in the monsoon season. I reviewed the cameras and no damage happened while in the shop to the rear bumper. I dont know what happened when out of camera view. As i...
already explained to Bridgestone consumer affairs (in response to her complaint with them), if there was a remote possibility that this damage happened at my facility, I would take care of it. All she had to say was "I walked around my car before leaving it and didnt notice a scratch" and I would have taken care of it! Dont blame my employees because they were the last ones to have the vehicle!!!
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Business in their response did not address any of the issues raised in initial complaint (non-responsive). The repair diagnosis had already been made previously by dealer and no diagnostic was requested simply repair. As the car was rendered inoperable by removal of parts by Firestone at outset of service appointment and Firestone refused to use readily available replacement parts from auto parts store next door - the transaction became involuntary as I was unable to simply leave the business. Additionally, the stressful nature of the situation, including hostility of service manager, aggravated my pre-existing medical condition and rendered me unable to pursue any alternative but allow for completion of repair at the business.Regards,[redacted]
We are an affiliate dealer of Firestone. Says it all over the store. Our name is Arizona Firestone, just like the invoice says. You assumed we were Firestone corporate just like you assumed we scratched your car. My position has not changed. I said if there was any doubt that it could have happened at my store that I would take care of it. Theres not, so im not.
The customer was 20 minutes late for her appointment. She asked us to diagnose her complaint which took aprox 40 minutes. [redacted] called her at 11:00 with the estimate for repairs. The amount did not change that was given the day before except the additional cost for the serpentine belt. The customer...
was told aprox completion time would be 1:30. Repairs were completed at 1:15 for the amount approved. The customer then called me and offered their advice as to how I should operate my business for 45 minutes and that a $100 refund will make this all go away. I did not take her up on the offer and here we are. I'm sorry that the customers visit did not go as they planned. She explained that she is from California and they do things differently at a very fast pace. This is not our style, we believe this is how mistakes happen. I don't understand how a refund of the repairs we preformed is justified.