We appreciate you reaching out so that we have the opportunity to help make things rightA formal case was created and management was alerted to contact youAt this time, our case indicates that field management has received the requested documentation which indicates that an electrical relay has
failedManagement will be in contact shortly to discuss how we can further assist with resolving this matter
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 a refund was issued to the *** card on 08/05/for a total of $We hope this issue is resolvedThank you
Initial Business Response /* (1000, 10, 2015/09/19) */
Contact Name and Title: DOUG *** - AREA MGR
Contact Phone: XXXXXXXXXX
Contact Email: ***@tiresplus.com
I spoke with this customer in late July/early AugustI was at the store and interviewed the teammates involved and the work
order and invoiceThe claims the customer are making are not a result of the services performed previously as the codes that show up have been there a while and could not be caused by the service performedThe customer did not like that conclusion and thus filed this complaintWe gave the customer a fair estimate but I also encouraged him to get an estimate at the dealer
The claims advisor, *** has called the customer and left a messageHe will need to send out an independent inspector to assess the vehicle damagePlease have the customer contact *** so we can set this up*** can be reached at ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, it should not have taken several weeks for ssomeone to reach out to me for this matter to be resolvedIf you check my files I have given you guys years of business and stay up on my maintenance for my vehicle, but right now I'm not even sure that I would be returning back to any location at this time!
Sincerely,
Shandria ***
We apologize if the services did not fully correct the original starting issueIn an attempt to resolve this matter, Field Management has made attempts to reach out to you to discuss optionsOne of those options being to replace the battery at n/c as we continue to diagnose the root cause of the
starting issuesPlease reach out to Area Management directly at your earliest convenience at, d***@bfrc.com
Initial Business Response /* (1000, 5, 2014/09/15) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
the store manager reached out to Mr*** and agreed to compensate Mr*** for the money spent at the other service locationwe attempted to see
who denied service to the customer but Mr*** could not specify as he did not know
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 this matter directly with you.Again, we apologize for the situation and we hope we can make things right!
Thank you for alerting us of your damage claims as we take matters like this very seriously and would like to ensure a full investigation is performedOur file indicates a claims specialist has been assigned and in contactOur investigation has not found any evidence to indicate the services
performed caused or contributed to the current vehicle damageHowever, please reach back out to your assigned specialist if any contradictory evidence is found for management review
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)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10885829, and find that this resolution is satisfactory to me
I moved, and my new address is *** *** *** *** ** ***Please mail the check of $to this address. Thank you. Sincerely,
Inga Webster
A formal file was created to help ensure this matter is resolved in a timely mannerOur records indicate that management was able to establish contact at one point and an appointment for inspection was setHowever, that appointment was missed and at this time management has still been attempting
to establish contact againPlease contact Store Management at your earliest convenience so that we can help make things right
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 complaintThe Area Manager and store have both tried contacting you and left messagesPlease follow up with one of them so we can rectify this matterThank you
We apologize for the unfortunate experience your daughter had when visiting our Firestone Complete Auto Care location in AllentownAfter receiving your concerns, upper management was alerted to help make things rightIt is to our understanding that at this time, the matter has been fully resolved
and funding for new wheels has been providedPlease reach back out to management should you have any additional concerns with the services performed
We have confirmed that the vouchers have been issued via standard mail as of 1/6/Please email us at ***@bfrc.com if the vouchers do not arrive by 1/17/to allow for 5-business day shipping
We understand your concerns with the cooling system repairs performed and apologize for any inconvenience this situation may have causedOur records indicate that management has been in contact recently and at this time, the matter is considered resolvedPlease reach back out to field management
if there is anything further we can do to assist
The Area Manager reached out to the customer and they agreed that the customer would bring in the repair invoice from the other shop that was able to fix the vehicle and we would reimburse her
An internal case was set up to review/resolveThe area manager indicated that the store manager called the customer and left messages:
CALLED AND LEFT TWO MESSAGES, APOLOGIZING, OFFERING TO DO THE CORRECT LOF SERVICE AT NO CHARGE FOR CUSTOMER SATISFACTION AND GOODWILLLEFT NAME AND CONTACT
INFORMATION
Initial Business Response /* (1000, 6, 2015/10/09) */
An internal case has been set up for the Area Manager to review/follow up with the customer for resolution
Initial Consumer Rebuttal /* (2000, 8, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The
business contacted me, we resolved the issue
An internal case has been created for the Area Manager to review/resolve with the customerThe Area Manager, Drew ***, indicates he has made multiple attempts to get in contact with Mr***He got in touch with Mr***'s father and gave the father his number so the customer can
follow up with him
We appreciate you reaching out so that we have the opportunity to help make things rightA formal case was created and management was alerted to contact youAt this time, our case indicates that field management has received the requested documentation which indicates that an electrical relay has
failedManagement will be in contact shortly to discuss how we can further assist with resolving this matter
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 a refund was issued to the *** card on 08/05/for a total of $We hope this issue is resolvedThank you
Initial Business Response /* (1000, 10, 2015/09/19) */
Contact Name and Title: DOUG *** - AREA MGR
Contact Phone: XXXXXXXXXX
Contact Email: ***@tiresplus.com
I spoke with this customer in late July/early AugustI was at the store and interviewed the teammates involved and the work
order and invoiceThe claims the customer are making are not a result of the services performed previously as the codes that show up have been there a while and could not be caused by the service performedThe customer did not like that conclusion and thus filed this complaintWe gave the customer a fair estimate but I also encouraged him to get an estimate at the dealer
The claims advisor, *** has called the customer and left a messageHe will need to send out an independent inspector to assess the vehicle damagePlease have the customer contact *** so we can set this up*** can be reached at ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, it should not have taken several weeks for ssomeone to reach out to me for this matter to be resolvedIf you check my files I have given you guys years of business and stay up on my maintenance for my vehicle, but right now I'm not even sure that I would be returning back to any location at this time!
Sincerely,
Shandria ***
We apologize if the services did not fully correct the original starting issueIn an attempt to resolve this matter, Field Management has made attempts to reach out to you to discuss optionsOne of those options being to replace the battery at n/c as we continue to diagnose the root cause of the
starting issuesPlease reach out to Area Management directly at your earliest convenience at, d***@bfrc.com
Initial Business Response /* (1000, 5, 2014/09/15) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
the store manager reached out to Mr*** and agreed to compensate Mr*** for the money spent at the other service locationwe attempted to see
who denied service to the customer but Mr*** could not specify as he did not know
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 this matter directly with you.Again, we apologize for the situation and we hope we can make things right!
Thank you for alerting us of your damage claims as we take matters like this very seriously and would like to ensure a full investigation is performedOur file indicates a claims specialist has been assigned and in contactOur investigation has not found any evidence to indicate the services
performed caused or contributed to the current vehicle damageHowever, please reach back out to your assigned specialist if any contradictory evidence is found for management review
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)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10885829, and find that this resolution is satisfactory to me
I moved, and my new address is *** *** *** *** ** ***Please mail the check of $to this address. Thank you. Sincerely,
Inga Webster
A formal file was created to help ensure this matter is resolved in a timely mannerOur records indicate that management was able to establish contact at one point and an appointment for inspection was setHowever, that appointment was missed and at this time management has still been attempting
to establish contact againPlease contact Store Management at your earliest convenience so that we can help make things right
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 complaintThe Area Manager and store have both tried contacting you and left messagesPlease follow up with one of them so we can rectify this matterThank you
We apologize for the unfortunate experience your daughter had when visiting our Firestone Complete Auto Care location in AllentownAfter receiving your concerns, upper management was alerted to help make things rightIt is to our understanding that at this time, the matter has been fully resolved
and funding for new wheels has been providedPlease reach back out to management should you have any additional concerns with the services performed
We have confirmed that the vouchers have been issued via standard mail as of 1/6/Please email us at ***@bfrc.com if the vouchers do not arrive by 1/17/to allow for 5-business day shipping
We understand your concerns with the cooling system repairs performed and apologize for any inconvenience this situation may have causedOur records indicate that management has been in contact recently and at this time, the matter is considered resolvedPlease reach back out to field management
if there is anything further we can do to assist
The Area Manager reached out to the customer and they agreed that the customer would bring in the repair invoice from the other shop that was able to fix the vehicle and we would reimburse her
An internal case was set up to review/resolveThe area manager indicated that the store manager called the customer and left messages:
CALLED AND LEFT TWO MESSAGES, APOLOGIZING, OFFERING TO DO THE CORRECT LOF SERVICE AT NO CHARGE FOR CUSTOMER SATISFACTION AND GOODWILLLEFT NAME AND CONTACT
INFORMATION
Initial Business Response /* (1000, 6, 2015/10/09) */
An internal case has been set up for the Area Manager to review/follow up with the customer for resolution
Initial Consumer Rebuttal /* (2000, 8, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The
business contacted me, we resolved the issue
An internal case has been created for the Area Manager to review/resolve with the customerThe Area Manager, Drew ***, indicates he has made multiple attempts to get in contact with Mr***He got in touch with Mr***'s father and gave the father his number so the customer can
follow up with him