Initial Business Response /* (1000, 5, 2015/08/03) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
I CONTACTED MS*** AND APOLOGIZEDI HAVE SET UP AN APPOINTMENT FOR MS*** TO HAVE WORKED PERFORMED IN OUR CONCORD LOCATION ON SUNDAY
THE ENTIRE JOB *** COST $CUSTOMER SEEMS SATISFIED WITH THE RESOLUTION
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been going to Firestone many years and believe that the lack of services I requested to have done in *** was a lack of professionalism for themI know that not all stores are the same with business ethics, and I was willing to allow the Concord store to correct the mistake before I write Firestone off
*** ***
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.We received notice that this was resolved by giving $for the coolant flush and $off an oil change which resolved this matterThank you
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, 2015/05/08) */
Contact Name and Title: *** ***
Customer was contacted and advised that store replaced two tires and tachometer is no way related to any of the work performed by Firestone Complete Auto CareThe Store Manager had already explained this
to the customer during his initial visit, but customer does not agreeStore Manager also informed customer there is a Technical Service Bulletin regarding issues with the tachometers on this vehicle, which verfies it is a common issue with this particular vehicle
Initial Business Response /* (1000, 12, 2015/07/07) */
As of 06/19/the Area Manager *** *** indicated the resolutionThe store replaced an addional tire for the customer at no charge as customer satisfaction due to the miscommunication
As far as we are aware, the issue has been
resolved with the customer per the store and area manager
We apologize for any inconvenience this matter may have causedWe have verified with *** *** *** that the promotional rate has been applied and any previous interest charges have been reversedIn addition, our records indicate that management has been in contact and a credit has been
issued towards the final bill to help make things rightPlease reach back out to Field Management should you have any additional concerns
Field Management has investigated your concerns and apologizes for any inconvenience this may have causedTo help make things right, management has approved and issued your requested resolution as of 5/18/Please reach out to us at ***@bfrc.com should you have any additional concerns or
questions
Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: Dana *** Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
I refunded the amount requested to the customer and apologizedI could not verify the customer complaint of having to sign up for a
credit card in order to inspect the vehicle nor that we would not give the vehicle back if they did not perform the repairsThe teammate involved said this is not what occured
Initial Business Response /* (1000, 5, 2015/03/19) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
After reviewing Mr***'s claims initially his case submitted to our corporate claims department for investigationThe results of that
investigation include an independent 3rd party inspector being sent out to vehicle for inspection and determination of liabilityFirestone Complete Auto Care has repaired everything on Mr ***'s vehicle according to the findings of that independent inspection
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** *** failed to mention that his independent investigator showed up on site with no tools or means of fully investigating the problem with my instrument panelHe did however take pictures of all of the damages done to the quarter panels, however no repairs were authorized to be doneThat's why I finally had to file a claim with *** *** I kept getting the 'run around' with them and after four months of fighting to get my car repaired to its original condition, they told me they weren't going to cover any of the damages still remaining to my car that had been done by their negligenceThey first told me to get a written statement from *** *** *** then told me they would send out an investigator (who finally showed up two weeks after they told me he would and by his own admission told me he didn't bring any tools or means of thoroughly investigating the control panel), then they told me they were going to deny my claim despite having pictures and visual confirmation of the damages, and finally told me that I was going to have to take the car to the dealership itself and pay over $just to have them look at itAll of this is unacceptable, as Firestone did the damages to my vehicle, not iThey should have fixed it right the first time, and I shouldn't have to take it back to their shop different times only to still have repairs left unfinished over months laterI will never use Firestone products or facilities again as a direct result of this incidentThey have denied any wrong doing at every turn
Final Business Response /* (4000, 11, 2015/04/10) */
Mr***'s concerns have been reviewed and addressed by multiple individuals within the organization and our postion remains the sameWe feel we have treated Mr*** fairly based on a full investigation of the circumstancesAn independent 3rd party inspector ia also in agreement
Thank you
Complaint:
I am rejecting this response
because: the area manager danced around the issue, stating, in essence, that the company's advertisement of "minutes or $back" does not apply in situations where the tires are on saleThis is self-serving and deceptive;
Sincerely,
Jim K***
Initial Business Response /* (1000, 8, 2015/04/14) */
Managment spoke with the customer and she had some valid concernsThe team obtained a price from a vendor that caused the mark up to be well above the correct priceManagement priced the dealer as well as preferred vendors and was able to
obtain a part for much less than quotedManagment apologized to the customer and have processed a refund in the amount of $as per her requestIssue has been resolved
Initial Business Response /* (1000, 18, 2015/08/24) */
This case was closed on 11/23/ref case #
The store manager called the customer:
STORE MANAGER TO THE CUSTOMER
Details:THE MANAGER CALLED THE CUSTOMER TO APOLOGIZE FOR THE CONFUSIONTHE CUSTOMER BELIEVES THAT WE PURPOSELY TOOK
A NEW TIRE OFF HER VEHICLE DURING THE TIRE ROTATION AND REPLACED IT WITH A WORN OUT TIRE SO WE WOULD HAVE THE OPPORTUNITY TO SELL HER A NEW TIRETHE MANAGER EXPLAINED THAT THIS WOULD NEVER HAPPEN AND OFFERED TO REPLACE THE TIRE IN QUESTION WITH A NEW ONE AT NO CHARGE TO RESOLVE THE ISSUETHE CUSTOMER WAS PLEASED WITH THE RESOLUTION
--NOTES ENTERED IN THE CASE UPON RESOLUTION
Initial Consumer Rebuttal /* (3000, 20, 2015/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I FEEL THAT WHEN ME AND MY BOYFRIEND WENT INTO THE STATION TO GET THE CAR LOOK AT WE WERE BEING PUT ON THE SPOT FOR NO REASONIT JUST SEEM LIKE THE ATMOSPHERE WAS UNCOMFORTABLE QUIET AND THEY DID THAT WE DID NOT QUITE MEET THEIR SAY TICKETI HAD BEEN THERE MANY TIMES, BUT WHEN ME AND MY FRIEND ENTER THE STORE IT WAS A NEW THING FOR ME.MAYBE THAT IS WHY IT WAS A DIFFERENT SCENARIO TO THEM
ALSO THE PERSON THAT LOOK AT THE DASH WANTED TO REMOVE THE WHOLE FRONT OF IT AND WHEN I TALK TO THE CARPARTS.COM GUYS ONLINE I WAS TOLD IT IS INDIVIDUAL ITEMS LIKE SPEEDOMETER, GAS GAUGES ETC
Final Consumer Response /* (4200, 30, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
DURING THE TIME THAT I TRUSTED THE CARE OF MY VEHICLE WITH THIS INDUSTRY A LOT OF BAD NOT THINGS HAVE HAD HAPPENED TO MY CARNONE OF THE WINDOWS WORK IN THE CARI HAD TO PAY TO HAVE FIXED SO THE WINDOWS DID NOT GAP OPEN IN WINTER AND RAINY SEASONSTHE REPAIRS WERE WAY OVER THE COST OF THE CARIT HAS BEEN INHUMAN TO HAVE TO DRIVE WITH NO VENTING DURING ALL SEASONS AND YOU CAN NOT EVEN HAVE CONVERSATION IN THE VEHICLE WITH TREMENDOUS RINGING SOUND IN THE EARSI CONTACTED THE RECALL LIST FOR CHEVY NONE OF THIS WAS AVAILABLE ON THEIR LIST THAT WARRENTED ANY INSPECTIONIQUESS, I FEEL LIKE BECAUSE OF THE FAULT OF THE LOCAL COMPANY THAT I CAN NOT TRUST AND WOULD LIKE MY ACCOUNT BALANCE ERRASED AND A NEW CAR
Final Business Response /* (4000, 28, 2015/10/09) */
There seems to be a mistake with our last responseIt was entered as the consumer's response and not the businessWe would like to know if the customer accepted our offer for the value vouchers? Please adviseThank you
Thank you for alerting us of your concerns so that Field Management can investigate and address these service concerns furtherA formal case has been created to document your experience (Case#***) and management will be in contact shortlyPlease message us at [email protected] if you do not
receive a response within 1-business days so that the matter can be escalated
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 the store has issued a refund of $in efforts to resolve this matterThank you for giving us the opportunity to 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 resolveAs of 07/14/the Area Manager followed up with you to discuss the issuesAn explanation was provided concerning the issue with the ball joints and that they couldn't have caused the ball joints wear/tearHowever, as customer satisfaction they offered to assist with tires in good faithIt was relayed that the tie rods and ball joints however, would still need to be replaced
Initial Business Response /* (1000, 5, 2015/08/03) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
I CONTACTED MS*** AND APOLOGIZEDI HAVE SET UP AN APPOINTMENT FOR MS*** TO HAVE WORKED PERFORMED IN OUR CONCORD LOCATION ON SUNDAY
THE ENTIRE JOB *** COST $CUSTOMER SEEMS SATISFIED WITH THE RESOLUTION
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been going to Firestone many years and believe that the lack of services I requested to have done in *** was a lack of professionalism for themI know that not all stores are the same with business ethics, and I was willing to allow the Concord store to correct the mistake before I write Firestone off
*** ***
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.We received notice that this was resolved by giving $for the coolant flush and $off an oil change which resolved this matterThank you
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, 2015/05/08) */
Contact Name and Title: *** ***
Customer was contacted and advised that store replaced two tires and tachometer is no way related to any of the work performed by Firestone Complete Auto CareThe Store Manager had already explained this
to the customer during his initial visit, but customer does not agreeStore Manager also informed customer there is a Technical Service Bulletin regarding issues with the tachometers on this vehicle, which verfies it is a common issue with this particular vehicle
Initial Business Response /* (1000, 12, 2015/07/07) */
As of 06/19/the Area Manager *** *** indicated the resolutionThe store replaced an addional tire for the customer at no charge as customer satisfaction due to the miscommunication
As far as we are aware, the issue has been
resolved with the customer per the store and area manager
Field Management has issued the requested refundWe apologize for any inconvenience
We have set up an internal case for the Area Manager to review/resolve with the customer
We apologize for any inconvenience this matter may have causedWe have verified with *** *** *** that the promotional rate has been applied and any previous interest charges have been reversedIn addition, our records indicate that management has been in contact and a credit has been
issued towards the final bill to help make things rightPlease reach back out to Field Management should you have any additional concerns
Field Management has investigated your concerns and apologizes for any inconvenience this may have causedTo help make things right, management has approved and issued your requested resolution as of 5/18/Please reach out to us at ***@bfrc.com should you have any additional concerns or
questions
Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: Dana *** Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
I refunded the amount requested to the customer and apologizedI could not verify the customer complaint of having to sign up for a
credit card in order to inspect the vehicle nor that we would not give the vehicle back if they did not perform the repairsThe teammate involved said this is not what occured
Complaint: ***
I am rejecting this response because: still have not received the vouchers on 1/when promised by 1/
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/03/19) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
After reviewing Mr***'s claims initially his case submitted to our corporate claims department for investigationThe results of that
investigation include an independent 3rd party inspector being sent out to vehicle for inspection and determination of liabilityFirestone Complete Auto Care has repaired everything on Mr ***'s vehicle according to the findings of that independent inspection
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** *** failed to mention that his independent investigator showed up on site with no tools or means of fully investigating the problem with my instrument panelHe did however take pictures of all of the damages done to the quarter panels, however no repairs were authorized to be doneThat's why I finally had to file a claim with *** *** I kept getting the 'run around' with them and after four months of fighting to get my car repaired to its original condition, they told me they weren't going to cover any of the damages still remaining to my car that had been done by their negligenceThey first told me to get a written statement from *** *** *** then told me they would send out an investigator (who finally showed up two weeks after they told me he would and by his own admission told me he didn't bring any tools or means of thoroughly investigating the control panel), then they told me they were going to deny my claim despite having pictures and visual confirmation of the damages, and finally told me that I was going to have to take the car to the dealership itself and pay over $just to have them look at itAll of this is unacceptable, as Firestone did the damages to my vehicle, not iThey should have fixed it right the first time, and I shouldn't have to take it back to their shop different times only to still have repairs left unfinished over months laterI will never use Firestone products or facilities again as a direct result of this incidentThey have denied any wrong doing at every turn
Final Business Response /* (4000, 11, 2015/04/10) */
Mr***'s concerns have been reviewed and addressed by multiple individuals within the organization and our postion remains the sameWe feel we have treated Mr*** fairly based on a full investigation of the circumstancesAn independent 3rd party inspector ia also in agreement
Thank you
Complaint:
I am rejecting this response
because: the area manager danced around the issue, stating, in essence, that the company's advertisement of "minutes or $back" does not apply in situations where the tires are on saleThis is self-serving and deceptive;
Sincerely,
Jim K***
Initial Business Response /* (1000, 8, 2015/04/14) */
Managment spoke with the customer and she had some valid concernsThe team obtained a price from a vendor that caused the mark up to be well above the correct priceManagement priced the dealer as well as preferred vendors and was able to
obtain a part for much less than quotedManagment apologized to the customer and have processed a refund in the amount of $as per her requestIssue has been resolved
Initial Business Response /* (1000, 18, 2015/08/24) */
This case was closed on 11/23/ref case #
The store manager called the customer:
STORE MANAGER TO THE CUSTOMER
Details:THE MANAGER CALLED THE CUSTOMER TO APOLOGIZE FOR THE CONFUSIONTHE CUSTOMER BELIEVES THAT WE PURPOSELY TOOK
A NEW TIRE OFF HER VEHICLE DURING THE TIRE ROTATION AND REPLACED IT WITH A WORN OUT TIRE SO WE WOULD HAVE THE OPPORTUNITY TO SELL HER A NEW TIRETHE MANAGER EXPLAINED THAT THIS WOULD NEVER HAPPEN AND OFFERED TO REPLACE THE TIRE IN QUESTION WITH A NEW ONE AT NO CHARGE TO RESOLVE THE ISSUETHE CUSTOMER WAS PLEASED WITH THE RESOLUTION
--NOTES ENTERED IN THE CASE UPON RESOLUTION
Initial Consumer Rebuttal /* (3000, 20, 2015/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I FEEL THAT WHEN ME AND MY BOYFRIEND WENT INTO THE STATION TO GET THE CAR LOOK AT WE WERE BEING PUT ON THE SPOT FOR NO REASONIT JUST SEEM LIKE THE ATMOSPHERE WAS UNCOMFORTABLE QUIET AND THEY DID THAT WE DID NOT QUITE MEET THEIR SAY TICKETI HAD BEEN THERE MANY TIMES, BUT WHEN ME AND MY FRIEND ENTER THE STORE IT WAS A NEW THING FOR ME.MAYBE THAT IS WHY IT WAS A DIFFERENT SCENARIO TO THEM
ALSO THE PERSON THAT LOOK AT THE DASH WANTED TO REMOVE THE WHOLE FRONT OF IT AND WHEN I TALK TO THE CARPARTS.COM GUYS ONLINE I WAS TOLD IT IS INDIVIDUAL ITEMS LIKE SPEEDOMETER, GAS GAUGES ETC
Final Consumer Response /* (4200, 30, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
DURING THE TIME THAT I TRUSTED THE CARE OF MY VEHICLE WITH THIS INDUSTRY A LOT OF BAD NOT THINGS HAVE HAD HAPPENED TO MY CARNONE OF THE WINDOWS WORK IN THE CARI HAD TO PAY TO HAVE FIXED SO THE WINDOWS DID NOT GAP OPEN IN WINTER AND RAINY SEASONSTHE REPAIRS WERE WAY OVER THE COST OF THE CARIT HAS BEEN INHUMAN TO HAVE TO DRIVE WITH NO VENTING DURING ALL SEASONS AND YOU CAN NOT EVEN HAVE CONVERSATION IN THE VEHICLE WITH TREMENDOUS RINGING SOUND IN THE EARSI CONTACTED THE RECALL LIST FOR CHEVY NONE OF THIS WAS AVAILABLE ON THEIR LIST THAT WARRENTED ANY INSPECTIONIQUESS, I FEEL LIKE BECAUSE OF THE FAULT OF THE LOCAL COMPANY THAT I CAN NOT TRUST AND WOULD LIKE MY ACCOUNT BALANCE ERRASED AND A NEW CAR
Final Business Response /* (4000, 28, 2015/10/09) */
There seems to be a mistake with our last responseIt was entered as the consumer's response and not the businessWe would like to know if the customer accepted our offer for the value vouchers? Please adviseThank you
Initial Business Response /* (1000, 21, 2015/10/08) */
The store and the customer agreed on a refund to resolve this matterThe customer went to the store yesterday and the refund was processed
Thank you for alerting us of your concerns so that Field Management can investigate and address these service concerns furtherA formal case has been created to document your experience (Case#***) and management will be in contact shortlyPlease message us at [email protected] if you do not
receive a response within 1-business days so that the matter can be escalated
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 the store has issued a refund of $in efforts to resolve this matterThank you for giving us the opportunity to 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 resolveAs of 07/14/the Area Manager followed up with you to discuss the issuesAn explanation was provided concerning the issue with the ball joints and that they couldn't have caused the ball joints wear/tearHowever, as customer satisfaction they offered to assist with tires in good faithIt was relayed that the tie rods and ball joints however, would still need to be replaced