Thank you for alerting us of your concerns with the advertised couponWe apologize for any confusion it may have causedOur records indicate management has been in contact with you and the tires in question have been installed at the honored ratePlease feel free to reach back out to management
should you have any additional questions
Thank you for reaching out so that local management is able to help make things rightAfter speaking with management about your case, we have been informed that the vehicle was repaired to your satisfaction at no-charge recentlyThank you again for giving us another chance to resolve this
matter
Thank you for taking the time to reach out to us again and for being so patientPlease review your email as I have confirmed management has reached out today to help resolve this matter
Initial Business Response /* (1000, 6, 2015/10/09) */
Store manager is reaching out to the customer and will offer a refund back on the customers visa which was used for the repair
Initial Business Response /* (1000, 6, 2015/10/06) */
An internal case is being set up and the Area Manager will review/contact customer
Initial Consumer Rebuttal /* (3000, 8, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firestone has not
contacted me for any resolutionAt this time I feel there will be no settlement on their part and if I do not hear from them within a timely manner, I shall proceed with court filings
Final Business Response /* (4000, 10, 2015/10/15) */
Per the area manager, the customer will be receiving a refund of $to resolve this matter
Final Consumer Response /* (2000, 12, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We apologize for any inconvenience this continued A/C issue may have caused youManagement was alerted of your concerns and per your suggested resolution, the payment needed at your dealership has been provided as of 4/25/Please feel free to reach out to us at [email protected] should you have
any additional concerns
The Area Manager and the customer are working on a resolution I will update you as soon as I receive the details on how it was resolved. We received the below additional
information from the business for your review please respond on line whether you accept or reject the response;Hi ***, I received some information on our end regarding this complaintThe Area Manager received these details from the store location: “Customer drove vehicle into the shop in the morning (Wednesday) with his 4-ways on because on the way into the shop something ended up giving outWe pushed the car into the shop because it wouldn't moveLooked at the vehicle and determined that the clutch was broken and needed repaired at this point I called around for the pricing to call the customerCalled the customer with the price of the clutch job and informed him that if everything goes smooth and nothing else is needed this is the price and it would be finished by end of the day for him to pick upHe approved the work and I told him I would give him a call once everything is finished up for himOnce we removed the transmission and took the clutch out we noticed the clutch fork had a large crack on both sidesGood news here is all it would need is a new clutch fork no other internal damage was caused from thisCalled around nobody could get the part so last resort called the dealer to find the part from them luckily they could get it but the part wouldn't be in until Friday so I ordered it from themCalled the customer to let them know what is going on that we ran into and issue so he knew with plenty of time to make arrangements if needed and to give him an update on the costAt this point he asked if he can find the part if we can use it and I told him if he can find something that I can I would use it so he wouldn't be stranded a car and I would rather have that car finished up today to get my bay freeI got a call back that he found one and had to go drive and pick it up and I said that's fine just bring it in and we will go from thereWell he brought a used part in that was rusted way past anyone should use so Melanie my sales teammate informed him that we can't use the part in its conditionI called the customer to inform him of this issue and he agreed its not worth putting a part that could cause an issue with the new parts were putting in and this is why we don't use any kind of used partsAt this point everything was good and informed him that soon as the part comes in tomorrow (Friday) that we will get the car done just depends when they deliver it to usHe was fine with everything at this point but than I guess later he called around trying to find the Clutch Fork and said he could find it from *** and that it was in stock for half the priceI told him that when I called around nobody could even get me the part in a decent time frame and also it needed the nylon ball & clip that was on the end of the Clutch Fork that comes extra since that part was melted onto the old Clutch ForkI did discount the Clutch Fork from the dealer to help him out since the price was differentVehicle was finished on Friday night by the technician and test driven with no issues at that timeI don't think any of my teammates would have told the customer only that technician could look at the car anyone of my guys could check the car out to see what's going and I don't recall getting any calls about the car having any issues first I heard about it was when the complaint came through and I tried calling himWith the car being slow I can't account for how the car drove before since we had to push the vehicle into the shop since it barely would move when it came in. My technician was off the next two days but was willing to change the days around to get his car done if that part would have been correctI did try to make contact with him and finally did get a chance to talk to him but he explained that he didn't have time to talk and would call me backNever heard back from him tried to call the customer a few other times but always went unanswered.” In conclusion, we are willing to send the customer $worth of value vouchers due to the confusion and misunderstandingsWe apologize for this experience and we would love the opportunity to regain his faithThese value vouchers can be used at any of our corporate owned locations nationwide. Thank you,
This complaint was sent to the Area Manager to review/resolve with customerAs of 11/20/15, he indicated in our internal system that he:"TALKED TO CUSTOMER AND THEY TOOK CAR TO THEIR MECHANIC WHO FOUND THE RADIATOR TO BE CRACKED AND ALSO THE OVERFLOW TANKREPAIRED BOTH AND IS GOING TO DRIVE TO SEE
IF ANY FURTHER ISSUESCUSTOMER IS GOING TO E-MAIL ME INVOICE AND I WILL REIMBURSE FOR COST OF REPLACEMENT."-Per the Area Manager, Nicholas ***
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 he is the process of determining a proper resolution to this matter and will work with you directly
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,
*** ***
Thank you for alerting us of your concerns with the Primewell tires installed on your vehicle so that we have a better opportunity to find the root cause of this issueAt this time, Field Management is reporting that the remaining two tires have been replaced as customer satisfactionAny medical
related claims should be immediately reported to our Tire Technical office at: 866-488-for assistance
Initial Business Response /* (1000, 17, 2015/08/15) */
Contact Name and Title: Willy *** District M
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
I sent her a email
Good Morning Darlene,
I got the Revdex.com complaint on your tire install and would like to make this right
Please contact me at your convenience so we can discuss resolutionI appreciate it
Thank you
Willy ***
Simi Valley Area Manager
Southern Ca / Hawaii
Bridgestone Retail Operations
XXXXX ** *** *** *** ***
Laguna Hills, CA
Cell: XXX-XXX-XXXX Fax: XXX-XXX-XXXX
Thank you for alerting us of your concerns with this recent tire purchaseAccording to our case file, Store Management has issued a credit as customer satisfaction per your requestWe encourage purchasing our Road Hazard protection for any future tire purchases which covers damages to the tires
caused by road debris/hazards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and although I feel the resolution was not equitable or satisfactory, I have no other choice but to accept the resolution
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,
*** ***
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
From: *** D [mailto:***.***@ymail.com] Sent: Saturday, March 04, 2:AM To: ***@bfrc.com Cc: Customer Relations Subject: RE MESSAGE FROM BUSINESS: Revdex.com ID ***Bridgestone Retail Operations, LLC Bridgestone Retail Operations, LLC Thank you for reimbursing me for the unfortunate incident that occurred on February 4, in which Firestone Hollywood, botched a routine headlight check and turned one hour into five, costing me $350, and hindering my ability to drive my vehicle for the next two 2 evenings I have cars and have relied on Firestone for the past years for tires, brakes and oil changesThe Hollywood store is in a prime location however the shop has some very concerning practices such as recommending part replacement for perfectly good working parts, such as my *** headlights In your last response you offered further assistance and I would like to take you up on that Which Firestone Locations, between Hollywood 90028 and Beverly Hills 90210, have the highest CS, Customer Service, ratings? I figured the corporate office would track that sort of data and could be helpful in determining whether to continue my relationship with Firestone and the *** Credit Card Looking forward to your response
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, *** ***
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 and the Area Manager or Store Manager should be following up with you to discuss a solutionWe were informed that they did offer to have the State Police review their recommendations
Initial Business Response /* (1000, 5, 2015/10/07) */
This is being investigated by our corporate office and I will update the Revdex.com with the resolution/outcome as soon as the investigation is completeThank you
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated
he/she DID NOT accept the response from the business.)
This business has had plenty of time to investigate and make changesThere is no place for dishonesty in business, this should have been dealt with in a accelerated timelineThis tells the former customer,myself that there is a lack of disregard for customers!
There has only been one part of my request that has been dealt with to this point, my money has been returned to meThey still have not addressed the issue that there are thiefs working for this businessThere has been nothing done about the practice of selling customers things they do not needThere is more than one complaint against this company for this practiceThese employees learned this dishonesty from one of their leaders,as team do not fail,leaders doWho are the people who showed these employees this practice?
Final Business Response /* (4000, 10, 2015/10/13) */
We responded to this on 10/and I do not see any more info from the customer since 10/
Final Consumer Response /* (4200, 12, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This business has refunded my money and made a management change,this is two thirds of the resolutionI want the mechanic that was allowed to be dishonest twice with two different estimates terminated from employment
I took the car to another Tires Plus location and they did the alignment with no problem and no partsMaybe the general manager can explain in writing how this happened, because I have talked to several other customers from this store and others who have had the same experience, but the lack of automotive knowledge unlike myselfThis is the practice at Tires Plus to upswell things people do not need and I want this stopped so that no other consumer is taken advantage of by this company
As far as I'm concerned their response is not even a response.The big question is what have you done to fix the problem that is well known with many consumers?
We apologize for the unfortunate experience at our *** locationOnce we received your concerns we were able to contact management to help ensure this matter is resolved to your satisfactionOur records indicate that Field Management has been in contact and the diagnostic has been refunded per
your requestPlease reach back out to Field Management should there be anything else we can assist you with
Thank you for alerting us of your concerns with the advertised couponWe apologize for any confusion it may have causedOur records indicate management has been in contact with you and the tires in question have been installed at the honored ratePlease feel free to reach back out to management
should you have any additional questions
Thank you for reaching out so that local management is able to help make things rightAfter speaking with management about your case, we have been informed that the vehicle was repaired to your satisfaction at no-charge recentlyThank you again for giving us another chance to resolve this
matter
Thank you for taking the time to reach out to us again and for being so patientPlease review your email as I have confirmed management has reached out today to help resolve this matter
Initial Business Response /* (1000, 6, 2015/10/09) */
Store manager is reaching out to the customer and will offer a refund back on the customers visa which was used for the repair
Initial Business Response /* (1000, 6, 2015/10/06) */
An internal case is being set up and the Area Manager will review/contact customer
Initial Consumer Rebuttal /* (3000, 8, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firestone has not
contacted me for any resolutionAt this time I feel there will be no settlement on their part and if I do not hear from them within a timely manner, I shall proceed with court filings
Final Business Response /* (4000, 10, 2015/10/15) */
Per the area manager, the customer will be receiving a refund of $to resolve this matter
Final Consumer Response /* (2000, 12, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We apologize for any inconvenience this continued A/C issue may have caused youManagement was alerted of your concerns and per your suggested resolution, the payment needed at your dealership has been provided as of 4/25/Please feel free to reach out to us at [email protected] should you have
any additional concerns
The Area Manager and the customer are working on a resolution I will update you as soon as I receive the details on how it was resolved. We received the below additional
information from the business for your review please respond on line whether you accept or reject the response;Hi ***, I received some information on our end regarding this complaintThe Area Manager received these details from the store location: “Customer drove vehicle into the shop in the morning (Wednesday) with his 4-ways on because on the way into the shop something ended up giving outWe pushed the car into the shop because it wouldn't moveLooked at the vehicle and determined that the clutch was broken and needed repaired at this point I called around for the pricing to call the customerCalled the customer with the price of the clutch job and informed him that if everything goes smooth and nothing else is needed this is the price and it would be finished by end of the day for him to pick upHe approved the work and I told him I would give him a call once everything is finished up for himOnce we removed the transmission and took the clutch out we noticed the clutch fork had a large crack on both sidesGood news here is all it would need is a new clutch fork no other internal damage was caused from thisCalled around nobody could get the part so last resort called the dealer to find the part from them luckily they could get it but the part wouldn't be in until Friday so I ordered it from themCalled the customer to let them know what is going on that we ran into and issue so he knew with plenty of time to make arrangements if needed and to give him an update on the costAt this point he asked if he can find the part if we can use it and I told him if he can find something that I can I would use it so he wouldn't be stranded a car and I would rather have that car finished up today to get my bay freeI got a call back that he found one and had to go drive and pick it up and I said that's fine just bring it in and we will go from thereWell he brought a used part in that was rusted way past anyone should use so Melanie my sales teammate informed him that we can't use the part in its conditionI called the customer to inform him of this issue and he agreed its not worth putting a part that could cause an issue with the new parts were putting in and this is why we don't use any kind of used partsAt this point everything was good and informed him that soon as the part comes in tomorrow (Friday) that we will get the car done just depends when they deliver it to usHe was fine with everything at this point but than I guess later he called around trying to find the Clutch Fork and said he could find it from *** and that it was in stock for half the priceI told him that when I called around nobody could even get me the part in a decent time frame and also it needed the nylon ball & clip that was on the end of the Clutch Fork that comes extra since that part was melted onto the old Clutch ForkI did discount the Clutch Fork from the dealer to help him out since the price was differentVehicle was finished on Friday night by the technician and test driven with no issues at that timeI don't think any of my teammates would have told the customer only that technician could look at the car anyone of my guys could check the car out to see what's going and I don't recall getting any calls about the car having any issues first I heard about it was when the complaint came through and I tried calling himWith the car being slow I can't account for how the car drove before since we had to push the vehicle into the shop since it barely would move when it came in. My technician was off the next two days but was willing to change the days around to get his car done if that part would have been correctI did try to make contact with him and finally did get a chance to talk to him but he explained that he didn't have time to talk and would call me backNever heard back from him tried to call the customer a few other times but always went unanswered.” In conclusion, we are willing to send the customer $worth of value vouchers due to the confusion and misunderstandingsWe apologize for this experience and we would love the opportunity to regain his faithThese value vouchers can be used at any of our corporate owned locations nationwide. Thank you,
This complaint was sent to the Area Manager to review/resolve with customerAs of 11/20/15, he indicated in our internal system that he:"TALKED TO CUSTOMER AND THEY TOOK CAR TO THEIR MECHANIC WHO FOUND THE RADIATOR TO BE CRACKED AND ALSO THE OVERFLOW TANKREPAIRED BOTH AND IS GOING TO DRIVE TO SEE
IF ANY FURTHER ISSUESCUSTOMER IS GOING TO E-MAIL ME INVOICE AND I WILL REIMBURSE FOR COST OF REPLACEMENT."-Per the Area Manager, Nicholas ***
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 he is the process of determining a proper resolution to this matter and will work with you directly
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,
*** ***
Thank you for alerting us of your concerns with the Primewell tires installed on your vehicle so that we have a better opportunity to find the root cause of this issueAt this time, Field Management is reporting that the remaining two tires have been replaced as customer satisfactionAny medical
related claims should be immediately reported to our Tire Technical office at: 866-488-for assistance
Initial Business Response /* (1000, 17, 2015/08/15) */
Contact Name and Title: Willy *** District M
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
I sent her a email
Good Morning Darlene,
I got the Revdex.com complaint on your tire install and would like to make this right
Please contact me at your convenience so we can discuss resolutionI appreciate it
Thank you
Willy ***
Simi Valley Area Manager
Southern Ca / Hawaii
Bridgestone Retail Operations
XXXXX ** *** *** *** ***
Laguna Hills, CA
Cell: XXX-XXX-XXXX Fax: XXX-XXX-XXXX
Thank you for alerting us of your concerns with this recent tire purchaseAccording to our case file, Store Management has issued a credit as customer satisfaction per your requestWe encourage purchasing our Road Hazard protection for any future tire purchases which covers damages to the tires
caused by road debris/hazards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and although I feel the resolution was not equitable or satisfactory, I have no other choice but to accept the resolution
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,
*** ***
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
From: *** D [mailto:***.***@ymail.com] Sent: Saturday, March 04, 2:AM To: ***@bfrc.com Cc: Customer Relations Subject: RE MESSAGE FROM BUSINESS: Revdex.com ID ***Bridgestone Retail Operations, LLC Bridgestone Retail Operations, LLC Thank you for reimbursing me for the unfortunate incident that occurred on February 4, in which Firestone Hollywood, botched a routine headlight check and turned one hour into five, costing me $350, and hindering my ability to drive my vehicle for the next two 2 evenings I have cars and have relied on Firestone for the past years for tires, brakes and oil changesThe Hollywood store is in a prime location however the shop has some very concerning practices such as recommending part replacement for perfectly good working parts, such as my *** headlights In your last response you offered further assistance and I would like to take you up on that Which Firestone Locations, between Hollywood 90028 and Beverly Hills 90210, have the highest CS, Customer Service, ratings? I figured the corporate office would track that sort of data and could be helpful in determining whether to continue my relationship with Firestone and the *** Credit Card Looking forward to your response
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, *** ***
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 and the Area Manager or Store Manager should be following up with you to discuss a solutionWe were informed that they did offer to have the State Police review their recommendations
Initial Business Response /* (1000, 5, 2015/10/07) */
This is being investigated by our corporate office and I will update the Revdex.com with the resolution/outcome as soon as the investigation is completeThank you
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated
he/she DID NOT accept the response from the business.)
This business has had plenty of time to investigate and make changesThere is no place for dishonesty in business, this should have been dealt with in a accelerated timelineThis tells the former customer,myself that there is a lack of disregard for customers!
There has only been one part of my request that has been dealt with to this point, my money has been returned to meThey still have not addressed the issue that there are thiefs working for this businessThere has been nothing done about the practice of selling customers things they do not needThere is more than one complaint against this company for this practiceThese employees learned this dishonesty from one of their leaders,as team do not fail,leaders doWho are the people who showed these employees this practice?
Final Business Response /* (4000, 10, 2015/10/13) */
We responded to this on 10/and I do not see any more info from the customer since 10/
Final Consumer Response /* (4200, 12, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This business has refunded my money and made a management change,this is two thirds of the resolutionI want the mechanic that was allowed to be dishonest twice with two different estimates terminated from employment
I took the car to another Tires Plus location and they did the alignment with no problem and no partsMaybe the general manager can explain in writing how this happened, because I have talked to several other customers from this store and others who have had the same experience, but the lack of automotive knowledge unlike myselfThis is the practice at Tires Plus to upswell things people do not need and I want this stopped so that no other consumer is taken advantage of by this company
As far as I'm concerned their response is not even a response.The big question is what have you done to fix the problem that is well known with many consumers?
We apologize for the unfortunate experience at our *** locationOnce we received your concerns we were able to contact management to help ensure this matter is resolved to your satisfactionOur records indicate that Field Management has been in contact and the diagnostic has been refunded per
your requestPlease reach back out to Field Management should there be anything else we can assist you with