The Area Manager has left a message for the customer to call back and he would like to explain and apologize for the situationHe has also indicated that his plan is to:"My plan is to apologize and refund the following as requested.Alignment on [redacted] $84.99RH Warranty on the original PW tires $ 30LT Balance on the Infinity $ 72For a total of $187" Per the Area Manager, [redacted] Thank you for giving us the opportunity to resolve and make things rightWe apologize for the inconvenience this has caused you
Thank you for alerting us of your concerns so that management has the opportunity to help make things right. A formal case was created to help ensure resolution of this matter and as of 2/13/17 we have been informed that your request has been honored. Please reach out to field management directly... should you have any additional questions or concerns with the brake repair service.
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.We have set up an internal case for review on our endAfter 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 case.Since 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 vehiclesPlease let us know if this resolution is acceptable and we will process the reimbursement check
Thank you for bringing your concerns to our attention. We appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our business. We apologize for any inconvenience that we may have caused, and we would like to make things right as... we truly value your business. An internal case was set up for the Area Manager to review and resolve. After further review, the Area Manager indicates that the issue was due to a damaged drain plug and the store has fixed the problem to resolve the complaint. Again, we apologize for the trouble this issue has caused and we hope to see you back in the future!
Initial Business Response / [redacted] (1000, 8, 2015/05/04) */ Contact Name and Title: [redacted] Area manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com Contacted customer on 4/22/explained to the customer the difference between the on-line quote and the actual final was sales tax that is not part of the on-line quoteApologized for the difference and not properly explaining during the close of the transcationInformed the customer that we would refund the difference, he just needed to return to the store to process the refundAs of 5/4/the customer has not returned to the store for the refund
Initial Business Response / [redacted] (1000, 5, 2014/07/22) */ Mr [redacted] 's complaint involves an alleged damage claim issueThis was turned over to our claims department for investigationAn independent inspector was sent out to determine if our store's service caused the failureHe indicated that our service did not cause or contribute to the failureAdditionally, Mr [redacted] was informed prior to our service that he had a serious bearing issue and he refused serviceThe not on his invoice (which he signed) stated that this repair should be done as soon as possibleA review of the claims investigation supported the denial of his claim Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Firestone operates service guarantee that states, " We promise that the services we perform will be fixed right the first timeIf the automotive repair or service was performed improperly, then we will re-preformed the service at no additional charge." Firestone employee damaged vehicle while it was under direct supervision and careA review of the evidence illustrates, the vehicle needed to be towed from Firestone (due to damage caused by Firestone) to dealership where items were repaired and replacedInsurance estimate and photo illustrates damageDealership also wrote letter of support in favor of customer Final Business Response / [redacted] (4000, 13, 2014/07/31) */ As previously stated there was a pre-existing bad bearing that Mr [redacted] decline replacementIt appears this bearing may have caused the axle damageThe independent inspector found no fault with our store's serviceOur store manager had offered to replace the warped rotor for him but had to back off due to the insurance claim that was made by Mr [redacted] The warpage in the rotor could have been caused by the warehouse improper stocking or possible over torquing of lug nutsNo way to confirm since the dealer removed the lugs prior to finding the warped rotorTorque cannot be confirmedSince the rotor was found to be warped we believe that Mr [redacted] should be reimbursed for that replacement in the amount of $plus taxAs for the axle damage there would be no assistance and his claim with us has been denied Final Consumer Response / [redacted] (4200, 11, 2014/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) No solution was offered by merchant Insurance took photos of damage while still at firestoneInsurance comprehensive claim was not possible due to Manager of Firestone location accepted fault and then changed his mind when informed insurance was involvedInsurance also provided estimate to repairFirestone unwilling to make rightFirestone Manager also offered to exchange brakes with Dealership due to quality of brakes and refused to do so when insurance estimate was provided to customerVehicle was then towed on flatbed to dealership after insurance agent took photosDealership repaired vehicle and provided document detailing concurring opinion that it was fault of FirestoneCustomer incurred repair costInsurance paid for rentalDealership allowed Mr [redacted] to take photo of damage caused by Firestone teammateMr [redacted] like any customer has right to get vehicle repaired anywhere they wishMr [redacted] is still waiting on claim payment
Initial Business Response / [redacted] (1000, 20, 2015/06/02) */ Contact Name and Title: [redacted] , Area Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com I contacted the customer and went over her concernsthe alignment service was performed over years ago and I explained that this service is one that neeeds to be inspected periodicallyI asked her to call me on her next tire purchase so I could give her a reduced price on her tiresConcern has been resolved
We apologize for any inconvenience this unfortunate incident may have caused you and your parentsOur records indicate management has been in contact and an agreement has been reached to help ensure this matter is resolved for you and your parents
An internal case was set up for the Area Manager to review and resolveThe Area Manager indicates he reached out to the customer and they agreed on a solutionThey refunded him the difference that the warranty would have covered for approximately $After discussing the situation, the customer was satisfied with the resolution
Initial Business Response / [redacted] (1000, 21, 2015/08/28) */ Contact Name and Title: O [redacted] Area Manager Contact Phone: XXXXXXXXXX Contact Email: [redacted] @tiresplus.com Mr.Howinton, I am sorry to hear of your recent concern with our Conyers locationI would like to assist you with resolving your issues immediatelyLet me know what monies(credits) you are due and we [redacted] move forward with review and issueance after said reviewPlease feel free to email me directly at [redacted] @tiresplus.com Thanks for your time O [redacted] XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 23, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) a vague "we will take a look and maybe make it right" is not resolution an invitation to resend the same information already sent to shop and corp office, and Revdex.com formal complaint is not a resolution Waiting for over six months, countless hours on this issue and the response "send another email with repetitive information" is not an acceptable response or resolution Issues are widespread in the communities and TP has seemingly more unhappy former customers, than happy repeat customersPerhaps the resolution is for TP to fix their issues? Dear [redacted] @tiresplus.com: I would welcome a swift resolution to this matterUnfortunately, this is more than one issue and likely exceeds a "credit" resolutionAs a recap: - I had a wheel bearing replacedIt was faultyIt needed to be replacedThe agent took the liberty of replacing both, without my consentI probably would have oked, had he asked, and likely would not have been upset if the work was done correctlyIt was notI called the same day to indicate the issue with the bearing and setup an appointmentMy wife brought the vehicle back, and hours AFTER the schedule appointment time, they began to evaluate itShe is a terminal patient and sitting in a waiting room for seven hours AFTER the scheduled time, is not good for her healthThe hours to wait at this shop are not uncommon, but it was surprising given the nature of the issue an an APPOINTMENT was setThe technician found the issue, but as is typical, the counter-agent insisted to try to upsell more itemsHe also charged her an inspection fee of $20, to fix the issueAn inspection fee to fix what was not done correctly to begin with? I called after learning about this and was given a choice of a free oil change or a credit back to my accountThe oil change has no value to me since TP sells inferior oil and the counter-agent made it crystal clear they could not "use customer provided parts" (sealed oil, really?)I elected for the credit, and it has not been appliedOver six months laterIt likely is irrelevant since the account has a 0- balance as of today - Upsell: In the effort to hide the fact the wheel bearing was not installed correctly, another agent presented a rotor for my wife to inspect showing it was "bad"While that particular rotor may have been bad, it did not come off of the vehicle as the agent indicatedHow do I know this? She sent me a pictureOf a rotorThat vehicle's front rotors are a solid unit, requires a hub assembly (rotor and hub as a solid piece)Further, those rotors and pads had less than 5k milesTo add insult to injury that was the second attemptThe first attempt (again after the SEVEN hour wait past the scheduled time), the agent indicated and provided a quote to replace the wheel bearingsThe wheel bearingsThe same ones TP replaced days previouslyTP must routinely repeat work and charge the customer when they fail to perform correctly? After some time my wife finally got the really smart desk agent (she was a female and likely one of only a few so you can verify who it was) to realize the work quoted was the same work TP had just done previouslyAfter that, she disappeared and came back with a damaged rotor trying to convince my wife it came off of that vehicleI guess managers are paid commission on upsells and she was struggling to find a way to meet the daily target or something - The above two trips were on top of previous damagesAt the time of the tires were installed initially, a tech damaged the lugnut cover of one wheelHe or She realized their mistake and it was evident they tried to repair it- I noticed this a few weeks later when I was trying to troubleshoot the alignment issueSee, I paid for an alignment and "total suspension inspection" or something like that at the time of the tires being installedThere was no inspection, because VISUAL inspect of the front driver's side LCA and outter tirerod was pretty obvious they were shotNo worries, I replaced myself- but at the time of the tire installation would have happily paid TP to perform the work (assuming the grade of parts was better than the grade of oil TP pushes)What good was that inspection fee if something so obvious was missed? What good is an alignment if alignment parts are damaged? - When my wife returned home from the last trip there (to fix what TP messed up, and a total of nine hours of wait time later), that damaged wheel cover was completely missing, likely the "fix" (he glued the metal spring pieces together) was unfixed during this ordealI verified this by removing all threeThose three were in fine order and did not have the glue on it, therefore the missing one was indeed the one that TP damaged, fixed, and then subsequently lost after trying to resell work TP did incorrectly then making up other repairs - I specifically asked for weights to be placed on the INSIDE of the wheelsOn two vehicles (the one mentioned above and one of the other ones I mistakenly had serviced by TP) some weights were placed on the outside, while others are on the insideHow hard is it to tell the difference? I have trained mechanics before and have never run across one that could not distinguish between the two- inside and outside of wheelWhile the agent's counsel is noted, I am not inclined to really "care" about his opinion on where to put the weightsIts my vehicle, its my request, and I am payingI also know that I want and how it works as I owned a shop for several yearsDo what I tell you or don't do anything at allIn over years of driving, owning a shop, and driving well over a million miles in my life, I have never, ever, run into a tireshop that could not understand how to put weights on the inside of a tireI mean seriously, how difficult is that? Once, I could see an oversight as it is not a common request- three or more times? This includes high schoolers that were doing a work-study program through their school at my shopWeights on the inside- how hard is that? - On the second vehicle, I thought surely that a TIRE shop could properly rotate tiresI was quite surprised when the technicians did not understand that DIRECTIONAL slicers were only oriented one wayAfter the rotation, they were not oriented the correct way (perhaps the inside outside dilemma confused them so much they got it wrong?)Directional slicers, how hard is that? My seven year-old even noticed it right away as asked why I put it on backwardsI said I did not, trained professionals did thatAs trained professionals, I am sure it is understood the point in directional slicers, such as directional tires is they are designed to be installed ONE wayAs a matter of fact, they are even indicated which SIDE of the vehicle they go on R or L (R stands for right, and L stands for left, for your information)The other part of the design is for supposed increased airflow to pull heat off of the brakes So in summary, what is actually owed to me is: $credit for the "inspection" fee that was unnecessaryWhy should I be charged a fee to look at and determine it was not completely repaired to begin with or charged for you to verify that you messed up? Credit for the fee charged at the time installation of an "inspection" since, well obviously, the tech was untrained, blind, or both and missed critical and key failed suspension parts (again- just a quick glance showed the part needed to be replaced- no special skills needed for that part)The rubber was completely gone where there should have been bushings on the LCA and tie rods)While I applaud your efforts to give mentally challenged a fair chance at earning a living, these folks may be better off working in another capacity if they can not tell the difference between the "inside" and "outside" of a wheel or understand where rubber bushings should be and if they are not present, it is likely a worn part that should be replaced immediatelyAs a matter of fact the shops I have used across the country will all NOT do an alignment when serious issues exists an d the customer declines the repair, since it is a pointless activity if the underlying issues are not resolved A partial credit for the alignment feeI believe an alignment was indeed done- a well trained tech followed the computer instructions very well, just like a year old could doThe other part of the alignment process, should be to keep the vehicle alignedThis is not possible when key components are not functioning correctly, such as LCA and tierod- they are well some say they are part of the alignment process system on top of a critical safety component- surely those experts are just being silly based on the decisions made by professional installers at TP A replacement of the lugnut cover to match the other threeTP utilized two opportunities in the damage and subsequent loss of said coverThese are as stock as stock/OEM can be Final Consumer Response / [redacted] (2000, 36, 2015/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) the address is the same as you should have on file: Maple Street Conyers Georgia let me know what your final decision and what your proposed is, as I not sure what is fair about alignmentif this can be resolved, I will give Firestone a chance to maintain my business (I have cars that need tires alignments and the like as they collect miles)I hope improvements can be made to the quality of service at that TiresPlus location as well as customer serviceas it has suffered a serious decline on both fronts thank you mph Final Business Response / [redacted] (4000, 34, 2015/10/08) */ Contact Name and Title: O [redacted] Area Manager Contact Phone: XXX-XXX-XXXX MrHowingtin, We agree that is fairHow would you like it processedWe can process a check request, if you coould just validate your address for us, we could expedite this request
We apologize for the situationAn internal case has been set up and someone from our Customer Retention department will be calling you to review and resolve this matter
Initial Business Response / [redacted] (1000, 6, 2015/08/19) */ Contact Name and Title: Rich [redacted] - Area Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com Verified that customer was issued a refund in the amount of $256.49 via check on 7/10/2014 from Consumer Affairs. Issue has been... resolved. Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) This was resolved last year , I don't know why it was brought back up
Initial Business Response /* (4000, 12, 2015/04/13) */
This case has been transferred to firestones claim department
Initial Consumer Rebuttal /* (4200, 14, 2015/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not accept the resolution because
there wasn't a resolutionThe company only stated that they were sending my information to claims department to be rviewedThat did not guarantee that my refund of would be refunded and the $in damages for my engine would be paidSo the claim is not satisfied at all
Final Consumer Response /* (2000, 22, 2015/05/12) */
Final Business Response /* (1000, 21, 2015/05/12) */
Mr*** has settled with the Firestone claims department and signed a releaseCase resolved
Initial Business Response /* (1000, 13, 2015/06/01) */
Contact Name and Title: *** *** Area M
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Past history - Firestone had done all the radiator work, etc and the engine was badWe replaced the engine for free and now
there is noise in the enginethe manager is willing and has old the customer that we will fix for free againin the past days the customer has either not shown up for or cancelled appointments to bring it in including today June 1, All we need to di is have her bring car in and we will take care of herFor Free!
Initial Consumer Rebuttal /* (3000, 15, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have only that one vehicleI have a disabled child and cannot just give up my car over and over againI did bring my car in on june 1, to be repairedI am once again without a car because it was not fixed right in the beginningnow my air conditioning is down blowing cool on one side and hot air on the otherthis has happened after the heating core was replaced by firestoneI had to refinance money to pay for some of these repairs it has not been all freeall of this could have been avoided if it was fixed right the first time
Final Consumer Response /* (4200, 19, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
when I got the rental I had to pay for coverage and a deposit but I do appreciate the rental to get back and forth to workI still had to pay twice for getting repairs done that was firestones mistake to begin with and that money has been added to my car loan plus having to take time off of work to take this car back and forth for repairs that should have been done right the first time which was done at the Florissant store to begin withand now my air conditioning is not working right it blows hot air out the driver side vents and cool on the passenger side not sure why which I informed the Bridgeton store about
Final Business Response /* (4000, 21, 2015/06/05) */
Again please let the customer know we will fix this problem for her
Thank you for alerting us of your experience so that management has the opportunity to investigate your concerns with the struts furtherOur file (file#***) indicates that management has issued your requested refund and attempted contact to discuss the struts furtherUnfortunately, contact was
not able to be establishedPlease email us at ***@bfrc.com with any supporting documentation you may have pertaining to the strut damage for management's review at your earliest convenience
Initial Business Response /* (1000, 17, 2015/10/09) */
This has been referred to the Area Manager to investigate/follow up with customer to resolveAn internal case has been set up in our system
Initial Consumer Rebuttal /* (2000, 21, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the
response from the business.)
They reimbursed me the "cost-of-service" charge for the service I was not satisfied with
Initial Business Response /* (1000, 15, 2015/09/04) */
Contact Name and Title: Brian *** Area Manage
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@tiresplus.com
We have had a third party idependant investigator review the damage claim by ***the investigator found that the damage
was most likely casued by an impact with a pot hole or other pump in the roadbased on the findings of this investigation we have denied Mr*** claim
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
I am not sure where the noise is coming fromWhen performing an alignment, there is no adjustment done to the cv axles, so I am not sure what *** was referring toWe will be more than happy to get your car back , pinpoint the noise and repair itThe store manager's name is ***
***. I have spoken with him concerning this situation and he will insure it is handledHe can be reached at ***.My cell number is ***Please call me if you have any problems
The Area Manager has left a message for the customer to call back and he would like to explain and apologize for the situationHe has also indicated that his plan is to:"My plan is to apologize and refund the following as requested.Alignment on [redacted] $84.99RH Warranty on the original PW tires $ 30LT Balance on the Infinity $ 72For a total of $187" Per the Area Manager, [redacted] Thank you for giving us the opportunity to resolve and make things rightWe apologize for the inconvenience this has caused you
Thank you for alerting us of your concerns so that management has the opportunity to help make things right. A formal case was created to help ensure resolution of this matter and as of 2/13/17 we have been informed that your request has been honored. Please reach out to field management directly... should you have any additional questions or concerns with the brake repair service.
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.We have set up an internal case for review on our endAfter 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 case.Since 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 vehiclesPlease let us know if this resolution is acceptable and we will process the reimbursement check
Thank you for bringing your concerns to our attention. We appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our business. We apologize for any inconvenience that we may have caused, and we would like to make things right as... we truly value your business. An internal case was set up for the Area Manager to review and resolve. After further review, the Area Manager indicates that the issue was due to a damaged drain plug and the store has fixed the problem to resolve the complaint. Again, we apologize for the trouble this issue has caused and we hope to see you back in the future!
Initial Business Response / [redacted] (1000, 8, 2015/05/04) */ Contact Name and Title: [redacted] Area manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com Contacted customer on 4/22/explained to the customer the difference between the on-line quote and the actual final was sales tax that is not part of the on-line quoteApologized for the difference and not properly explaining during the close of the transcationInformed the customer that we would refund the difference, he just needed to return to the store to process the refundAs of 5/4/the customer has not returned to the store for the refund
Initial Business Response / [redacted] (1000, 5, 2014/07/22) */ Mr [redacted] 's complaint involves an alleged damage claim issueThis was turned over to our claims department for investigationAn independent inspector was sent out to determine if our store's service caused the failureHe indicated that our service did not cause or contribute to the failureAdditionally, Mr [redacted] was informed prior to our service that he had a serious bearing issue and he refused serviceThe not on his invoice (which he signed) stated that this repair should be done as soon as possibleA review of the claims investigation supported the denial of his claim Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Firestone operates service guarantee that states, " We promise that the services we perform will be fixed right the first timeIf the automotive repair or service was performed improperly, then we will re-preformed the service at no additional charge." Firestone employee damaged vehicle while it was under direct supervision and careA review of the evidence illustrates, the vehicle needed to be towed from Firestone (due to damage caused by Firestone) to dealership where items were repaired and replacedInsurance estimate and photo illustrates damageDealership also wrote letter of support in favor of customer Final Business Response / [redacted] (4000, 13, 2014/07/31) */ As previously stated there was a pre-existing bad bearing that Mr [redacted] decline replacementIt appears this bearing may have caused the axle damageThe independent inspector found no fault with our store's serviceOur store manager had offered to replace the warped rotor for him but had to back off due to the insurance claim that was made by Mr [redacted] The warpage in the rotor could have been caused by the warehouse improper stocking or possible over torquing of lug nutsNo way to confirm since the dealer removed the lugs prior to finding the warped rotorTorque cannot be confirmedSince the rotor was found to be warped we believe that Mr [redacted] should be reimbursed for that replacement in the amount of $plus taxAs for the axle damage there would be no assistance and his claim with us has been denied Final Consumer Response / [redacted] (4200, 11, 2014/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) No solution was offered by merchant Insurance took photos of damage while still at firestoneInsurance comprehensive claim was not possible due to Manager of Firestone location accepted fault and then changed his mind when informed insurance was involvedInsurance also provided estimate to repairFirestone unwilling to make rightFirestone Manager also offered to exchange brakes with Dealership due to quality of brakes and refused to do so when insurance estimate was provided to customerVehicle was then towed on flatbed to dealership after insurance agent took photosDealership repaired vehicle and provided document detailing concurring opinion that it was fault of FirestoneCustomer incurred repair costInsurance paid for rentalDealership allowed Mr [redacted] to take photo of damage caused by Firestone teammateMr [redacted] like any customer has right to get vehicle repaired anywhere they wishMr [redacted] is still waiting on claim payment
Initial Business Response / [redacted] (1000, 20, 2015/06/02) */ Contact Name and Title: [redacted] , Area Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com I contacted the customer and went over her concernsthe alignment service was performed over years ago and I explained that this service is one that neeeds to be inspected periodicallyI asked her to call me on her next tire purchase so I could give her a reduced price on her tiresConcern has been resolved
We apologize for any inconvenience this unfortunate incident may have caused you and your parentsOur records indicate management has been in contact and an agreement has been reached to help ensure this matter is resolved for you and your parents
An internal case has been set upThe Area Manager will contact the customer to review/resolve
An internal case was set up for the Area Manager to review and resolveThe Area Manager indicates he reached out to the customer and they agreed on a solutionThey refunded him the difference that the warranty would have covered for approximately $After discussing the situation, the customer was satisfied with the resolution
Initial Business Response / [redacted] (1000, 21, 2015/08/28) */ Contact Name and Title: O [redacted] Area Manager Contact Phone: XXXXXXXXXX Contact Email: [redacted] @tiresplus.com Mr.Howinton, I am sorry to hear of your recent concern with our Conyers locationI would like to assist you with resolving your issues immediatelyLet me know what monies(credits) you are due and we [redacted] move forward with review and issueance after said reviewPlease feel free to email me directly at [redacted] @tiresplus.com Thanks for your time O [redacted] XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 23, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) a vague "we will take a look and maybe make it right" is not resolution an invitation to resend the same information already sent to shop and corp office, and Revdex.com formal complaint is not a resolution Waiting for over six months, countless hours on this issue and the response "send another email with repetitive information" is not an acceptable response or resolution Issues are widespread in the communities and TP has seemingly more unhappy former customers, than happy repeat customersPerhaps the resolution is for TP to fix their issues? Dear [redacted] @tiresplus.com: I would welcome a swift resolution to this matterUnfortunately, this is more than one issue and likely exceeds a "credit" resolutionAs a recap: - I had a wheel bearing replacedIt was faultyIt needed to be replacedThe agent took the liberty of replacing both, without my consentI probably would have oked, had he asked, and likely would not have been upset if the work was done correctlyIt was notI called the same day to indicate the issue with the bearing and setup an appointmentMy wife brought the vehicle back, and hours AFTER the schedule appointment time, they began to evaluate itShe is a terminal patient and sitting in a waiting room for seven hours AFTER the scheduled time, is not good for her healthThe hours to wait at this shop are not uncommon, but it was surprising given the nature of the issue an an APPOINTMENT was setThe technician found the issue, but as is typical, the counter-agent insisted to try to upsell more itemsHe also charged her an inspection fee of $20, to fix the issueAn inspection fee to fix what was not done correctly to begin with? I called after learning about this and was given a choice of a free oil change or a credit back to my accountThe oil change has no value to me since TP sells inferior oil and the counter-agent made it crystal clear they could not "use customer provided parts" (sealed oil, really?)I elected for the credit, and it has not been appliedOver six months laterIt likely is irrelevant since the account has a 0- balance as of today - Upsell: In the effort to hide the fact the wheel bearing was not installed correctly, another agent presented a rotor for my wife to inspect showing it was "bad"While that particular rotor may have been bad, it did not come off of the vehicle as the agent indicatedHow do I know this? She sent me a pictureOf a rotorThat vehicle's front rotors are a solid unit, requires a hub assembly (rotor and hub as a solid piece)Further, those rotors and pads had less than 5k milesTo add insult to injury that was the second attemptThe first attempt (again after the SEVEN hour wait past the scheduled time), the agent indicated and provided a quote to replace the wheel bearingsThe wheel bearingsThe same ones TP replaced days previouslyTP must routinely repeat work and charge the customer when they fail to perform correctly? After some time my wife finally got the really smart desk agent (she was a female and likely one of only a few so you can verify who it was) to realize the work quoted was the same work TP had just done previouslyAfter that, she disappeared and came back with a damaged rotor trying to convince my wife it came off of that vehicleI guess managers are paid commission on upsells and she was struggling to find a way to meet the daily target or something - The above two trips were on top of previous damagesAt the time of the tires were installed initially, a tech damaged the lugnut cover of one wheelHe or She realized their mistake and it was evident they tried to repair it- I noticed this a few weeks later when I was trying to troubleshoot the alignment issueSee, I paid for an alignment and "total suspension inspection" or something like that at the time of the tires being installedThere was no inspection, because VISUAL inspect of the front driver's side LCA and outter tirerod was pretty obvious they were shotNo worries, I replaced myself- but at the time of the tire installation would have happily paid TP to perform the work (assuming the grade of parts was better than the grade of oil TP pushes)What good was that inspection fee if something so obvious was missed? What good is an alignment if alignment parts are damaged? - When my wife returned home from the last trip there (to fix what TP messed up, and a total of nine hours of wait time later), that damaged wheel cover was completely missing, likely the "fix" (he glued the metal spring pieces together) was unfixed during this ordealI verified this by removing all threeThose three were in fine order and did not have the glue on it, therefore the missing one was indeed the one that TP damaged, fixed, and then subsequently lost after trying to resell work TP did incorrectly then making up other repairs - I specifically asked for weights to be placed on the INSIDE of the wheelsOn two vehicles (the one mentioned above and one of the other ones I mistakenly had serviced by TP) some weights were placed on the outside, while others are on the insideHow hard is it to tell the difference? I have trained mechanics before and have never run across one that could not distinguish between the two- inside and outside of wheelWhile the agent's counsel is noted, I am not inclined to really "care" about his opinion on where to put the weightsIts my vehicle, its my request, and I am payingI also know that I want and how it works as I owned a shop for several yearsDo what I tell you or don't do anything at allIn over years of driving, owning a shop, and driving well over a million miles in my life, I have never, ever, run into a tireshop that could not understand how to put weights on the inside of a tireI mean seriously, how difficult is that? Once, I could see an oversight as it is not a common request- three or more times? This includes high schoolers that were doing a work-study program through their school at my shopWeights on the inside- how hard is that? - On the second vehicle, I thought surely that a TIRE shop could properly rotate tiresI was quite surprised when the technicians did not understand that DIRECTIONAL slicers were only oriented one wayAfter the rotation, they were not oriented the correct way (perhaps the inside outside dilemma confused them so much they got it wrong?)Directional slicers, how hard is that? My seven year-old even noticed it right away as asked why I put it on backwardsI said I did not, trained professionals did thatAs trained professionals, I am sure it is understood the point in directional slicers, such as directional tires is they are designed to be installed ONE wayAs a matter of fact, they are even indicated which SIDE of the vehicle they go on R or L (R stands for right, and L stands for left, for your information)The other part of the design is for supposed increased airflow to pull heat off of the brakes So in summary, what is actually owed to me is: $credit for the "inspection" fee that was unnecessaryWhy should I be charged a fee to look at and determine it was not completely repaired to begin with or charged for you to verify that you messed up? Credit for the fee charged at the time installation of an "inspection" since, well obviously, the tech was untrained, blind, or both and missed critical and key failed suspension parts (again- just a quick glance showed the part needed to be replaced- no special skills needed for that part)The rubber was completely gone where there should have been bushings on the LCA and tie rods)While I applaud your efforts to give mentally challenged a fair chance at earning a living, these folks may be better off working in another capacity if they can not tell the difference between the "inside" and "outside" of a wheel or understand where rubber bushings should be and if they are not present, it is likely a worn part that should be replaced immediatelyAs a matter of fact the shops I have used across the country will all NOT do an alignment when serious issues exists an d the customer declines the repair, since it is a pointless activity if the underlying issues are not resolved A partial credit for the alignment feeI believe an alignment was indeed done- a well trained tech followed the computer instructions very well, just like a year old could doThe other part of the alignment process, should be to keep the vehicle alignedThis is not possible when key components are not functioning correctly, such as LCA and tierod- they are well some say they are part of the alignment process system on top of a critical safety component- surely those experts are just being silly based on the decisions made by professional installers at TP A replacement of the lugnut cover to match the other threeTP utilized two opportunities in the damage and subsequent loss of said coverThese are as stock as stock/OEM can be Final Consumer Response / [redacted] (2000, 36, 2015/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) the address is the same as you should have on file: Maple Street Conyers Georgia let me know what your final decision and what your proposed is, as I not sure what is fair about alignmentif this can be resolved, I will give Firestone a chance to maintain my business (I have cars that need tires alignments and the like as they collect miles)I hope improvements can be made to the quality of service at that TiresPlus location as well as customer serviceas it has suffered a serious decline on both fronts thank you mph Final Business Response / [redacted] (4000, 34, 2015/10/08) */ Contact Name and Title: O [redacted] Area Manager Contact Phone: XXX-XXX-XXXX MrHowingtin, We agree that is fairHow would you like it processedWe can process a check request, if you coould just validate your address for us, we could expedite this request
We apologize for the situationAn internal case has been set up and someone from our Customer Retention department will be calling you to review and resolve this matter
Initial Business Response / [redacted] (1000, 6, 2015/08/19) */ Contact Name and Title: Rich [redacted] - Area Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com Verified that customer was issued a refund in the amount of $256.49 via check on 7/10/2014 from Consumer Affairs. Issue has been... resolved. Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) This was resolved last year , I don't know why it was brought back up
Initial Business Response /* (4000, 12, 2015/04/13) */
This case has been transferred to firestones claim department
Initial Consumer Rebuttal /* (4200, 14, 2015/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not accept the resolution because
there wasn't a resolutionThe company only stated that they were sending my information to claims department to be rviewedThat did not guarantee that my refund of would be refunded and the $in damages for my engine would be paidSo the claim is not satisfied at all
Final Consumer Response /* (2000, 22, 2015/05/12) */
Final Business Response /* (1000, 21, 2015/05/12) */
Mr*** has settled with the Firestone claims department and signed a releaseCase resolved
Initial Business Response /* (1000, 13, 2015/06/01) */
Contact Name and Title: *** *** Area M
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Past history - Firestone had done all the radiator work, etc and the engine was badWe replaced the engine for free and now
there is noise in the enginethe manager is willing and has old the customer that we will fix for free againin the past days the customer has either not shown up for or cancelled appointments to bring it in including today June 1, All we need to di is have her bring car in and we will take care of herFor Free!
Initial Consumer Rebuttal /* (3000, 15, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have only that one vehicleI have a disabled child and cannot just give up my car over and over againI did bring my car in on june 1, to be repairedI am once again without a car because it was not fixed right in the beginningnow my air conditioning is down blowing cool on one side and hot air on the otherthis has happened after the heating core was replaced by firestoneI had to refinance money to pay for some of these repairs it has not been all freeall of this could have been avoided if it was fixed right the first time
Final Consumer Response /* (4200, 19, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
when I got the rental I had to pay for coverage and a deposit but I do appreciate the rental to get back and forth to workI still had to pay twice for getting repairs done that was firestones mistake to begin with and that money has been added to my car loan plus having to take time off of work to take this car back and forth for repairs that should have been done right the first time which was done at the Florissant store to begin withand now my air conditioning is not working right it blows hot air out the driver side vents and cool on the passenger side not sure why which I informed the Bridgeton store about
Final Business Response /* (4000, 21, 2015/06/05) */
Again please let the customer know we will fix this problem for her
Thank you for alerting us of your experience so that management has the opportunity to investigate your concerns with the struts furtherOur file (file#***) indicates that management has issued your requested refund and attempted contact to discuss the struts furtherUnfortunately, contact was
not able to be establishedPlease email us at ***@bfrc.com with any supporting documentation you may have pertaining to the strut damage for management's review at your earliest convenience
Initial Business Response /* (1000, 17, 2015/10/09) */
This has been referred to the Area Manager to investigate/follow up with customer to resolveAn internal case has been set up in our system
Initial Consumer Rebuttal /* (2000, 21, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the
response from the business.)
They reimbursed me the "cost-of-service" charge for the service I was not satisfied with
Initial Business Response /* (1000, 15, 2015/09/04) */
Contact Name and Title: Brian *** Area Manage
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@tiresplus.com
We have had a third party idependant investigator review the damage claim by ***the investigator found that the damage
was most likely casued by an impact with a pot hole or other pump in the roadbased on the findings of this investigation we have denied Mr*** claim
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
I am not sure where the noise is coming fromWhen performing an alignment, there is no adjustment done to the cv axles, so I am not sure what *** was referring toWe will be more than happy to get your car back , pinpoint the noise and repair itThe store manager's name is ***
***. I have spoken with him concerning this situation and he will insure it is handledHe can be reached at ***.My cell number is ***Please call me if you have any problems