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 follow up with you to discuss further
Complaint: ***
I am rejecting this response because: The business is not standing behind their productIt should be also be documented that the business also omitted any information on any trial period with the tire at the time of purchaseThe trial period mentioned on behalf of the business in this complaint was surprising to hear about.
Sincerely,
Mark ***
An internal case was set up for the Area Manager to review and resolveThe Area Manager indicates that he reached out to the customer and confirmed that the discount was appliedHe explained and apologized for any misunderstanding
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will accept the offer of a full refund for service in the amount specified of*The business can contact me at ***
Sincerely,
*** ***
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
Sincerely,
*** ***
Complaint:
I am rejecting this response because:The car was towed to Firestone where they looked at it and said that originally been put into the car and that this was just a freak thing - one in a million freak mechanical failure of the engine and that all cars leak oilIt was not caused by anything they did All cars do not leak oil and there was never any question if they put oil in the car or notThe oil leaked out of the car from somewhere over several days and according to my mechanic, the engine likely blew from not enough oil in the car. Short of taking the engine apart an exact diagnosis could not be completed by either Firestone or my mechanic. The car was running fine - no knocks nothing prior to the event. The car started jerking and became really loud - then the oil light went on about the same time as the engine blew and the car stalled. This all happened in approx a mile and half ride to a local store. As soon as the car started jerking very badly I pulled over to the side to exit the road but the engine blew prior to being able to exit the road. The auto is currently at my mechanic awaiting a new engine to be put in. After speaking to Firestone Corporate, which were friendly and helpful they three way called the Firestone store where we had the work done. He reiterated that oil had been put in the car and the evidence of that and stated all car leak oil. I once again said I do not dispute that oil had been put into the car but something caused the oil to leak out- He then stated my oil pan had a big hole in it - well that could be when the engine threw a rod and put a hole in the side of the engine as well. That had to occur after the failure of the engine or I would have been notified that there was a big hole in the oil pan that needed to be repaired. A bad seal on the oil plug or the oil filter could cause a slow leak - that could cause the problem of oil leaking out.He did state that it would be sent to claims but I have not heard from them yet. The car just been inspected by Firestone and there were no recommendations for repair
Sincerely,
Garrett ***
Initial Business Response /* (1000, 5, 2015/04/06) */
Contact Name and Title: *** ***
Contact Phone: XXX XXX-XXXX
Contact Email: ***@bfrc.com
customer went to store and spoke with store managerstore manager adressed customer's concernsrefunded customer $customer
agreeded
Initial Business Response /* (1000, 7, 2015/07/07) */
Per the Area Manager, *** *** documented the below resolution for this case:
I spoke to the boss at length and negotiated a fair resolutionThe boss made an appointment at the dealer to confirm our recommendationsFriday 6/the
boss had the inspection performedWe spoke about the findings and agreed to have the recommended repairs completed at a sister store(XXXXXX) The repairs were done that evening and the vehicle was returned to the boss on Saturday 6/We provided a rental for the boss and also reimbursed him for the inspection charge from the dealerI spoke to the boss on 6/to confirm the vehicle was repaired to his satisfaction and that we are able to retain him as a loyal bossHe thanked me for handling the situation and stated his trust in Firestone is restored
Initial Consumer Rebuttal /* (2000, 9, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A good resolution to a bad situation probably leaves me with some leeway to give Firestone a second chance in my attempt to regain my confidence...time shall tell
This case was investigated by our claims department and the customer was reimbursed $to resolve this matterThank you for giving us the opportunity to be of service
We apologize that your coupon was not honored during your visit to Firestone Complete Auto Care and for any unprofessional service you receivedManagement has addressed this with our Store Teammates and at this time a credit to your *** card has been issuedPlease message us at ***@bfrc.com if
the credit does not reflect in your account within 3-business days
Initial Business Response /* (1000, 6, 2015/07/29) */
Contact Name and Title: Michelle Office Mgr
Area Manager Jason *** and Theresa *** spoke and came to an agreement of a refund of We have requested a check in the amount of 665.66, and usually takes - business days to
receive
Initial Consumer Rebuttal /* (2000, 8, 2015/08/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Firestone agreed to refund $and I accepted
I had a conversation with the Store Manager Dustin *** on 2-Dustin informed me he had a detailed conversation with the mother who owns this vehicleDustin will again attempt to contact this customer bfore submitting this case to our company's 3rd party claims investigatorThere seems to be some mis-communication concerning the nature of this claim and we want to do whatever we can to assist in resolving. Thank You,John ***Region Manager
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
Sincerely,
*** ***
Initial Business Response /* (1000, 18, 2015/09/04) */
The claims dept handled this issue and settled matter with this customerThe damage was found not to be caused by the store but a settlement of $was made
Initial Business Response /* (1000, 5, 2015/10/07) */
Contact Name and Title: Kevin ***
Contact Email: ***@bfrc.com
See below email sent to the customer offering a credit:
Hello Mr***,
I received a copy of your Revdex.com complaintCould you please provide me with a copy of your receipt
so that I can issue you the $credit?
Thank you for your time
Kevin ***
We apologize for this unfortunate situation and would like to help ensure that the root cause of the 3rd-gear failure is determinedTo better help investigate this matter, a formal file has been created (file#***) and a claims specialist will be assigned and in contact with you directly to
discuss the next steps
Tires were suggested because the tread depth was between and 5/32" and the manager gave her a pro-rated price to replace based on the warranty. He made it very clear that the tires are not unsafe but for the best performance, should be replaced soon (new tires start with approx
11/32")The warranty only covers the tires until 2/32". Since 2014, Ms*** has purchased a battery for $(2/11/14) despite documented proof that her battery did not require replacement and we did not recommend it. She insisted we replaced the battery. On June 28th, 2014, the engine light came on and the store replaced oxygen sensors for a total of $429.99. February 10th 2015, the battery was tested and was replaced at no charge under warranty despite the test showing the battery was good and was still producing of CCA. On February 24th, 2015, Ms*** requested the replacement of her headlights even though they were working at the time for a total of $35.28. The battery was replaced again at no charge on January 8th and again the test results were good and no replacement was required. During that visit, we gave Ms*** an estimate of $to replace a lock cylinder but did not charge to diagnose the problem. The estimate was given assuming the cylinder was the problem but we would have to remove the door panel to confirm that was the correct fix. The charge to remove the door panel to confirm the repair would have been around $50 but she declined. We did inform Ms*** that if we replace the lock cylinder a different key would be required to operate the door unless a locksmith would re-key the cylinder. Again, there was no charge for the diagnostic and we could not confirm the correct repair until the door was removed. As you can see, the store has been more than accommodating and replaced the battery several times at no charge although based on the test results, replacement was not required. We have never attempted to sell anything that was not needed, in fact, we attempted to discourage her from spending money on items that were currently working. Ms*** spent a total of $over the last years and is not entitled to a refund for services that were never performed. The store has tried to work with her, performed several services for free and goes above and beyond every time she would visit the store. The accusations from Ms*** are unfounded and we have documentation to prove our position
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 follow up with you to discuss further
Complaint: ***
I am rejecting this response because: The business is not standing behind their productIt should be also be documented that the business also omitted any information on any trial period with the tire at the time of purchaseThe trial period mentioned on behalf of the business in this complaint was surprising to hear about.
Sincerely,
Mark ***
An internal case was set up for the Area Manager to review and resolveThe Area Manager indicates that he reached out to the customer and confirmed that the discount was appliedHe explained and apologized for any misunderstanding
Revdex.com:
*The business can contact me at ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will accept the offer of a full refund for service in the amount specified of
Sincerely,
*** ***
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
Sincerely,
*** ***
Complaint:
I am rejecting this response because:The car was towed to Firestone where they looked at it and said that originally been put into the car and that this was just a freak thing - one in a million freak mechanical failure of the engine and that all cars leak oilIt was not caused by anything they did All cars do not leak oil and there was never any question if they put oil in the car or notThe oil leaked out of the car from somewhere over several days and according to my mechanic, the engine likely blew from not enough oil in the car. Short of taking the engine apart an exact diagnosis could not be completed by either Firestone or my mechanic. The car was running fine - no knocks nothing prior to the event. The car started jerking and became really loud - then the oil light went on about the same time as the engine blew and the car stalled. This all happened in approx a mile and half ride to a local store. As soon as the car started jerking very badly I pulled over to the side to exit the road but the engine blew prior to being able to exit the road. The auto is currently at my mechanic awaiting a new engine to be put in. After speaking to Firestone Corporate, which were friendly and helpful they three way called the Firestone store where we had the work done. He reiterated that oil had been put in the car and the evidence of that and stated all car leak oil. I once again said I do not dispute that oil had been put into the car but something caused the oil to leak out- He then stated my oil pan had a big hole in it - well that could be when the engine threw a rod and put a hole in the side of the engine as well. That had to occur after the failure of the engine or I would have been notified that there was a big hole in the oil pan that needed to be repaired. A bad seal on the oil plug or the oil filter could cause a slow leak - that could cause the problem of oil leaking out.He did state that it would be sent to claims but I have not heard from them yet. The car just been inspected by Firestone and there were no recommendations for repair
Sincerely,
Garrett ***
Initial Business Response /* (1000, 5, 2015/04/06) */
Contact Name and Title: *** ***
Contact Phone: XXX XXX-XXXX
Contact Email: ***@bfrc.com
customer went to store and spoke with store managerstore manager adressed customer's concernsrefunded customer $customer
agreeded
Initial Business Response /* (1000, 7, 2015/07/07) */
Per the Area Manager, *** *** documented the below resolution for this case:
I spoke to the boss at length and negotiated a fair resolutionThe boss made an appointment at the dealer to confirm our recommendationsFriday 6/the
boss had the inspection performedWe spoke about the findings and agreed to have the recommended repairs completed at a sister store(XXXXXX) The repairs were done that evening and the vehicle was returned to the boss on Saturday 6/We provided a rental for the boss and also reimbursed him for the inspection charge from the dealerI spoke to the boss on 6/to confirm the vehicle was repaired to his satisfaction and that we are able to retain him as a loyal bossHe thanked me for handling the situation and stated his trust in Firestone is restored
Initial Consumer Rebuttal /* (2000, 9, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A good resolution to a bad situation probably leaves me with some leeway to give Firestone a second chance in my attempt to regain my confidence...time shall tell
This case was investigated by our claims department and the customer was reimbursed $to resolve this matterThank you for giving us the opportunity to be of service
We apologize that your coupon was not honored during your visit to Firestone Complete Auto Care and for any unprofessional service you receivedManagement has addressed this with our Store Teammates and at this time a credit to your *** card has been issuedPlease message us at ***@bfrc.com if
the credit does not reflect in your account within 3-business days
We apologize for any shipping errorsA replacement check has been issued at this time
Initial Business Response /* (1000, 6, 2015/07/29) */
Contact Name and Title: Michelle Office Mgr
Area Manager Jason *** and Theresa *** spoke and came to an agreement of a refund of We have requested a check in the amount of 665.66, and usually takes - business days to
receive
Initial Consumer Rebuttal /* (2000, 8, 2015/08/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Firestone agreed to refund $and I accepted
Initial Business Response /* (1000, 19, 2015/10/08) */
I had a conversation with the Store Manager Dustin *** on 2-Dustin informed me he had a detailed conversation with the mother who owns this vehicleDustin will again attempt to contact this customer bfore submitting this case to our company's 3rd party claims investigatorThere seems to be some mis-communication concerning the nature of this claim and we want to do whatever we can to assist in resolving. Thank You,John ***Region Manager
The store refunded the customer $to resolve the complaintWe apologize for the situationThank you for giving us the opportunity to resolve this matter
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
Sincerely,
*** ***
Initial Business Response /* (1000, 18, 2015/09/04) */
The claims dept handled this issue and settled matter with this customerThe damage was found not to be caused by the store but a settlement of $was made
Initial Business Response /* (1000, 5, 2015/10/07) */
Contact Name and Title: Kevin ***
Contact Email: ***@bfrc.com
See below email sent to the customer offering a credit:
Hello Mr***,
I received a copy of your Revdex.com complaintCould you please provide me with a copy of your receipt
so that I can issue you the $credit?
Thank you for your time
Kevin ***
We apologize for this unfortunate situation and would like to help ensure that the root cause of the 3rd-gear failure is determinedTo better help investigate this matter, a formal file has been created (file#***) and a claims specialist will be assigned and in contact with you directly to
discuss the next steps
Tires were suggested because the tread depth was between and 5/32" and the manager gave her a pro-rated price to replace based on the warranty. He made it very clear that the tires are not unsafe but for the best performance, should be replaced soon (new tires start with approx
11/32")The warranty only covers the tires until 2/32". Since 2014, Ms*** has purchased a battery for $(2/11/14) despite documented proof that her battery did not require replacement and we did not recommend it. She insisted we replaced the battery. On June 28th, 2014, the engine light came on and the store replaced oxygen sensors for a total of $429.99. February 10th 2015, the battery was tested and was replaced at no charge under warranty despite the test showing the battery was good and was still producing of CCA. On February 24th, 2015, Ms*** requested the replacement of her headlights even though they were working at the time for a total of $35.28. The battery was replaced again at no charge on January 8th and again the test results were good and no replacement was required. During that visit, we gave Ms*** an estimate of $to replace a lock cylinder but did not charge to diagnose the problem. The estimate was given assuming the cylinder was the problem but we would have to remove the door panel to confirm that was the correct fix. The charge to remove the door panel to confirm the repair would have been around $50 but she declined. We did inform Ms*** that if we replace the lock cylinder a different key would be required to operate the door unless a locksmith would re-key the cylinder. Again, there was no charge for the diagnostic and we could not confirm the correct repair until the door was removed. As you can see, the store has been more than accommodating and replaced the battery several times at no charge although based on the test results, replacement was not required. We have never attempted to sell anything that was not needed, in fact, we attempted to discourage her from spending money on items that were currently working. Ms*** spent a total of $over the last years and is not entitled to a refund for services that were never performed. The store has tried to work with her, performed several services for free and goes above and beyond every time she would visit the store. The accusations from Ms*** are unfounded and we have documentation to prove our position