After investigation by Store and Area Management we have agreed to and issued Mr***'s refund requestIt is believed that the initial services performed failed to fully resolve Mr***'s original noise concernsThe matter has been mutually resolved since 8/10/
An internal case has been created and referred to our corporate claims departmentThey are working on investigating this issue and trying to come to a resolution with the customerI will update you as soon as we determine a fair resolutionThank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meExcept I thought they were still giving me back money as we agreedIt still has not been refunded to my card.
Sincerely,
*** ***
Initial Business Response /* (1000, 2, 2014/12/13) */
Mr***,I am writing you in regard to the complaint that was filed with the Revdex.com in relation to the repairs on your Hummer I would like the chance to speak with you and see if we can find a resolution to your
complaintI am available through email at ***@bfrc.com or by phone at XXX-XXX-XXXX Beth RossArea Manager
Initial Business Response /* (1000, 13, 2015/05/29) */
I have left the customer multiple messages with no responseThe store manager and service manager have also left multiple messages with no response
Initial Consumer Rebuttal /* (3000, 15, 2015/06/01) */
(The consumer indicated he/she DID
NOT accept the response from the business.)
I have received one message from the service manager *** on May 21st satiating that the Head Manager would be dealing with my complaint, *** stated that he would be calling me the following dayAt that time I expected another phone call/voice mail, and have yet to receive oneI do work like most so I am not able to answer my phone at certain timesI was left no voice mails and have received zero contact from the Manager of Firestone
Final Business Response /* (4000, 17, 2015/06/02) */
Called *** and apologized for non response from Firestone ManagerHe explained the situation and what happened and it was not as much the time it took, but more the lackluster response and a half hearted sorry that he receivedI told him I would follo wup with the manager and let him know how that effects his customershe appreciated that and I also told him we would issue a $credit on his Firestone account for the inconvenience and he was thankful for that as well>
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I have been credited my $back that I had asked for in my complaint
Sincerely,
*** ***
Initial Business Response /* (1000, 19, 2015/09/04) */
This claim was settled for a signed release of $
Initial Consumer Rebuttal /* (2000, 21, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We apologize for the delay in response from managementAt this time reimbursement for the infotainment system programming has been issued to your PO Box address listed on fileWe apologize for any inconvenience this may have caused you and ask that you please contact ***@bfrc.com if the
reimbursement does not arrive within 7-business days
Thank you for alerting us of your concern so that management has a better opportunity to help make things rightA formal case was created to document your concerns and at this time we have received notification that the starter has been replaced under warrantyWe apologize for any inconvenience
this matter may have caused
Sent email to customer to apologize for the safety issue that occurred at the Allison *** Firestone locationAfter complaint was filed I made sure the entire store was reeducated on the safety policies and procedures to make sure something like this never occurs againWe once again apologize for
this situation and will do everything possible to make sure it never happens again
We apologize for any inconvenience this unfortunate experience caused youOur records indicate management has been in contact with you to help make things right and this matter has come to a mutual resolutionPlease reach back out to management should you have any further concerns
Initial Business Response /* (1000, 5, 2015/09/15) */
An internal case will be set up and the Area Manager will follow up with the customer to attempt to resolve the issue
A claim was investigated by our corporate claims departmentUnfortunately, management did not agree to accept liability for this issueAs a customer satisfaction gesture, we can offer $towards the repairs if that will resolve this matterPlease let us know
Initial Business Response /* (1000, 5, 2014/07/22) */
Mr***'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*** 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 /* (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 /* (4000, 13, 2014/07/31) */
As previously stated there was a pre-existing bad bearing that Mr*** 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***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*** 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 /* (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*** to take photo of damage caused by Firestone teammateMr *** like any customer has right to get vehicle repaired anywhere they wishMr*** is still waiting on claim payment
After investigation by Store and Area Management we have agreed to and issued Mr***'s refund requestIt is believed that the initial services performed failed to fully resolve Mr***'s original noise concernsThe matter has been mutually resolved since 8/10/
*** informed us that the complaint came directly to them and they responded on March 18th
As customer satisfaction we are going to process a reimbursement check to Ms*** for $to resolve this matter
An internal case has been created and referred to our corporate claims departmentThey are working on investigating this issue and trying to come to a resolution with the customerI will update you as soon as we determine a fair resolutionThank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meExcept I thought they were still giving me back money as we agreedIt still has not been refunded to my card.
Sincerely,
*** ***
Initial Business Response /* (1000, 2, 2014/12/13) */
Mr***,I am writing you in regard to the complaint that was filed with the Revdex.com in relation to the repairs on your Hummer I would like the chance to speak with you and see if we can find a resolution to your
complaintI am available through email at ***@bfrc.com or by phone at XXX-XXX-XXXX Beth RossArea Manager
Initial Business Response /* (1000, 13, 2015/05/29) */
I have left the customer multiple messages with no responseThe store manager and service manager have also left multiple messages with no response
Initial Consumer Rebuttal /* (3000, 15, 2015/06/01) */
(The consumer indicated he/she DID
NOT accept the response from the business.)
I have received one message from the service manager *** on May 21st satiating that the Head Manager would be dealing with my complaint, *** stated that he would be calling me the following dayAt that time I expected another phone call/voice mail, and have yet to receive oneI do work like most so I am not able to answer my phone at certain timesI was left no voice mails and have received zero contact from the Manager of Firestone
Final Business Response /* (4000, 17, 2015/06/02) */
Called *** and apologized for non response from Firestone ManagerHe explained the situation and what happened and it was not as much the time it took, but more the lackluster response and a half hearted sorry that he receivedI told him I would follo wup with the manager and let him know how that effects his customershe appreciated that and I also told him we would issue a $credit on his Firestone account for the inconvenience and he was thankful for that as well>
We apologize that the optional Road Hazard protection was not communicated to you properlyA credit back to your account has been issued as of 4/7/
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I have been credited my $back that I had asked for in my complaint
Sincerely,
*** ***
Initial Business Response /* (1000, 19, 2015/09/04) */
This claim was settled for a signed release of $
Initial Consumer Rebuttal /* (2000, 21, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We apologize for the delay in response from managementAt this time reimbursement for the infotainment system programming has been issued to your PO Box address listed on fileWe apologize for any inconvenience this may have caused you and ask that you please contact ***@bfrc.com if the
reimbursement does not arrive within 7-business days
Thank you for alerting us of your concern so that management has a better opportunity to help make things rightA formal case was created to document your concerns and at this time we have received notification that the starter has been replaced under warrantyWe apologize for any inconvenience
this matter may have caused
Sent email to customer to apologize for the safety issue that occurred at the Allison *** Firestone locationAfter complaint was filed I made sure the entire store was reeducated on the safety policies and procedures to make sure something like this never occurs againWe once again apologize for
this situation and will do everything possible to make sure it never happens again
The Area Manager reached out to Ms*** and refunded $as customer satisfaction to resolve this matter
We apologize that this hasn't been resolved yetWe will escalate this for further assistanceThank you
We apologize for any inconvenience this unfortunate experience caused youOur records indicate management has been in contact with you to help make things right and this matter has come to a mutual resolutionPlease reach back out to management should you have any further concerns
We called the customer to check on the statusThe customer confirmed she received the check
Initial Business Response /* (1000, 5, 2015/09/15) */
An internal case will be set up and the Area Manager will follow up with the customer to attempt to resolve the issue
A claim was investigated by our corporate claims departmentUnfortunately, management did not agree to accept liability for this issueAs a customer satisfaction gesture, we can offer $towards the repairs if that will resolve this matterPlease let us know
Initial Business Response /* (1000, 5, 2014/07/22) */
Mr***'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*** 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 /* (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 /* (4000, 13, 2014/07/31) */
As previously stated there was a pre-existing bad bearing that Mr*** 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***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*** 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 /* (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*** to take photo of damage caused by Firestone teammateMr *** like any customer has right to get vehicle repaired anywhere they wishMr*** is still waiting on claim payment