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,
*** ***
We apologize if any repair recommendations were not conveyed to you prior to the purchase of this vehicleOur records indicate management has recently been in contact to help make things rightPlease feel free to message us at [email protected] should you have any additional questions or
concerns
We apologize for the situation and the confusion on the invoicesThe first invoice was input wrong on the labor sectionThe part was the front right, but the labor that was selected was labor for the "front left." Due to our incorrect invoicing and for causing the confusion, we will offer to
refund the customer the requested amount of $We will process a check to be sent via *** and she will have it tomorrowOnce again, we apologize
We apologize for any inconvenience this investigation process may have caused youHowever, an independent inspection company was not able to conclude that the services previously performed by Firestone caused or contributed to the current engine damagesA copy of this inspection report can
be provided by your assigned claims specialist upon your request for your reviewShould any additional new documentation be available that may suggest the services provided by Firestone were at fault, please forward the aforementioned documentation to ***@bfrc.com
Initial Business Response /* (1000, 24, 2015/09/03) */
The current store manager and myself have left several messages for the customer to call us to address his concerns, also, the email address returns
As not activeThis complaint could have been solved last year but the Revdex.com response was not
filed, not sure
More than happy to address if contacted by the customer This case could not be responded to online
Thanks for your help
***
Area Manager
Initial Business Response /* (1000, 6, 2015/10/07) */
We refunded the customer $
Per the Area Manager,
"VEHICLE HAS MORE ISSUES THAT NEED RESOLVED THAT WERE NOT EXPLAINED ON THE FIRST VISITFIRST VISIT FIXED THE NOISE UNDER THE HOODWE OFFERED TO FIX THE REMAINING ISSUES AT NO CHARGE
CUSTOMER DID NOT WANT TO DO THATCUSTOMER WANTED REFUND OF ORIGINAL WORKTHIS WILL BE REFUNDED PER CUSTOMER SATISFACTIONTHE OFFER OF FIXING REMAINING PROBLEMS AT NO CHARGE IS NOW NULL AND VOID"
Initial Consumer Rebuttal /* (2000, 8, 2015/10/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My money was refundedMy complaint was resolvedI will get repairs from another company
Thank you for bringing these 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 rightAn
internal case was set up for the Area Manager to review and resolveThe Area Manager indicated that he talked to the customer on April 1st and addressed customers concernsShe agreed the alternator, installed on December 26, 2015, solved the problem of the battery light coming onThey went over all work performed after that date and she confirmed no issues.The problem was found that after replacing the starter on march 16, she had a problem starting the car twiceThey set up an appointment on April 4th with a rental car providedHowever, on this date, the customer was not able to wait on Enterprise to pick her up and rescheduled for Friday, April 8th.On this visit the store checked car completely, found no problems to the work performed by the store, but they found that the gas was contaminated by water.They installed gas antifreeze at no charge and explained with sample of gas to the customerCustomer is happy with resolution and understands
Thank you for alerting us of your concerns with the inspection performed at our Watauga location so that this can be addressed further by managementWe apologize if a misdiagnosis was made during your inspectionFor any trouble this may have caused you, management has issued the requested refund
which should arrive at your household within 7-business days
Initial Business Response /* (1000, 5, 2015/10/14) */
An internal case has been set up for review/investigationThe area or region manager will review the info and follow up with the customer
Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */
(The consumer indicated he/she DID NOT accept
the response from the business.)
Since 10/1/they (corporate and/or a regional manager) said they would contact me in regards to this issue and they have yet to follow through with their promise
Final Consumer Response /* (4200, 12, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The manager NEVER called! She was standing at the front desk while the new employee checked me out so there was prime opportunity for her to explain everythingThey also could have called to ask how to open the hood or even tell me they couldn't do the oil changeAfter minutes of me heading home, I had to call the store to get an explaination about the noteI then had to go somewhere else to get an oil change and found out that Firestone put on my tires wrong and I had to pay money to get my tires rotated to the correct positionI spent more money fixing Firestone's mistake that could have damaged my carI have the invoice from the service I had to pay for
Final Business Response /* (4000, 14, 2015/10/27) */
Please send us the invoice from the oil change and rotation at the other facilityWe will reimburse you for this as customer satisfaction to resolve the issueOnce again, we apologize for any inconvenience this issue caused you
My name is John *** and I am the Region Manager over this locationI spoke with Store Manager Tony *** today in regards to this concernMr*** has tried to explain the reason for the same misc part number being used in our system and the customer did not want to understandHis air
conditioning repair was performed properly and his system works just fineHis confusion lies in the manner in which our parts are invoicedWe also called for this customer again today and left him a voicemail to return our callAs of the time stamp on this response, we have not heard back. We will attempt to contact the customer again tomorrow in the hopes to help him understand better what he paid for that did fix his original concern. Best Regards,John ***Region Manager- Central Florida
We apologize for the situationAn internal case has been set up and someone from our Customer Retention department will be calling you to review and 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, 20, 2015/09/09) */
Area Manager Jason *** stated in 01/15:
I SPOKE WITH JON ON THE MORNING OF THE 8THI APOLOGIZED AND OFFERRED HIM A FREE OIL CHANGEWHEN HE IS READY HE IS GOING TO GIVE ME A CALL
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 this concernManagement has reviewed your file with our Store Teammates and the requested refund has been issuedWe apologize for any inconvenience this may have caused
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that my car was okay and could come on at the time and was left at fire stone for a couple of days now my car cant turn on im *** it could run completely fine when it got there now im having problems with my battery they even offered a battery because my childrens father caught them trying to jump my car and they didnt give us the battery after the police was called they changed there mine and thats unfair when they did something to my car battery thats unfair and I feel like yall trying to take advantage of me I strive am so *** off im so angry at that unprofessional buisness and that 3rd party should of never been called cause I wasnt dealing with the third party I was dealing with FIRESTONE THE COMPANY THAT WILL *** YOU OVER THATS *** THEY SHOULD ADLEASE GIVE ME THE BATTERY THEY OFFERED ME THEN MADE A DOCUMENTATION SAYING I DENIDED MY TOW THEY TOLD ME THEY NOT DOING ST GET MY CAR OFF THEY LOT AND DRIVE IT HOME THIS IS SO *** WRONG TO TREAT A LOYAL CUSTOMER LIKE THIS
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 11096888, and find that this resolution is satisfactory to me
Sincerely,
Pauline ***
Initial Business Response /* (1000, 10, 2015/02/23) */
Contact Name and Title: *** *** - Area
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Called and left my cell number for the customer to please return a call and discussWill await customer call back
Initial
Consumer Rebuttal /* (3000, 12, 2015/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called *** *** back asapWe discussed the situation and I am still waiting on a favorable response from this company
Final Business Response /* (4000, 20, 2015/03/23) */
We sent the customer an email on 03/04/to ensure that she received the second code we sent her for the vacationWe have yet to hear a response back from the customer
We are attempting to resolve this, but she has to follow the steps once she receives the code and we have not heard back from her since
Final Consumer Response /* (4200, 22, 2015/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I need for this to be sent to me in the mailI do not have access to a computer at all timesThe vacations they offer are only available weeks away and that is not realistic for a consumer
Initial Business Response /* (1000, 22, 2015/03/30) */
To whom this concerns,
This service issue was turned over to Firestones claims department per customers requestAll information & details can be accessed here
The claim number is ***
Contact
***
Tel:***
Thnak 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 me
Sincerely,
*** ***
We apologize if any repair recommendations were not conveyed to you prior to the purchase of this vehicleOur records indicate management has recently been in contact to help make things rightPlease feel free to message us at [email protected] should you have any additional questions or
concerns
We apologize for the situation and the confusion on the invoicesThe first invoice was input wrong on the labor sectionThe part was the front right, but the labor that was selected was labor for the "front left." Due to our incorrect invoicing and for causing the confusion, we will offer to
refund the customer the requested amount of $We will process a check to be sent via *** and she will have it tomorrowOnce again, we apologize
We apologize for any inconvenience this investigation process may have caused youHowever, an independent inspection company was not able to conclude that the services previously performed by Firestone caused or contributed to the current engine damagesA copy of this inspection report can
be provided by your assigned claims specialist upon your request for your reviewShould any additional new documentation be available that may suggest the services provided by Firestone were at fault, please forward the aforementioned documentation to ***@bfrc.com
Initial Business Response /* (1000, 24, 2015/09/03) */
The current store manager and myself have left several messages for the customer to call us to address his concerns, also, the email address returns
As not activeThis complaint could have been solved last year but the Revdex.com response was not
filed, not sure
More than happy to address if contacted by the customer This case could not be responded to online
Thanks for your help
***
Area Manager
Initial Business Response /* (1000, 6, 2015/10/07) */
We refunded the customer $
Per the Area Manager,
"VEHICLE HAS MORE ISSUES THAT NEED RESOLVED THAT WERE NOT EXPLAINED ON THE FIRST VISITFIRST VISIT FIXED THE NOISE UNDER THE HOODWE OFFERED TO FIX THE REMAINING ISSUES AT NO CHARGE
CUSTOMER DID NOT WANT TO DO THATCUSTOMER WANTED REFUND OF ORIGINAL WORKTHIS WILL BE REFUNDED PER CUSTOMER SATISFACTIONTHE OFFER OF FIXING REMAINING PROBLEMS AT NO CHARGE IS NOW NULL AND VOID"
Initial Consumer Rebuttal /* (2000, 8, 2015/10/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My money was refundedMy complaint was resolvedI will get repairs from another company
Thank you for bringing these 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 rightAn
internal case was set up for the Area Manager to review and resolveThe Area Manager indicated that he talked to the customer on April 1st and addressed customers concernsShe agreed the alternator, installed on December 26, 2015, solved the problem of the battery light coming onThey went over all work performed after that date and she confirmed no issues.The problem was found that after replacing the starter on march 16, she had a problem starting the car twiceThey set up an appointment on April 4th with a rental car providedHowever, on this date, the customer was not able to wait on Enterprise to pick her up and rescheduled for Friday, April 8th.On this visit the store checked car completely, found no problems to the work performed by the store, but they found that the gas was contaminated by water.They installed gas antifreeze at no charge and explained with sample of gas to the customerCustomer is happy with resolution and understands
Thank you for alerting us of your concerns with the inspection performed at our Watauga location so that this can be addressed further by managementWe apologize if a misdiagnosis was made during your inspectionFor any trouble this may have caused you, management has issued the requested refund
which should arrive at your household within 7-business days
Initial Business Response /* (1000, 5, 2015/10/14) */
An internal case has been set up for review/investigationThe area or region manager will review the info and follow up with the customer
Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */
(The consumer indicated he/she DID NOT accept
the response from the business.)
Since 10/1/they (corporate and/or a regional manager) said they would contact me in regards to this issue and they have yet to follow through with their promise
Final Consumer Response /* (4200, 12, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The manager NEVER called! She was standing at the front desk while the new employee checked me out so there was prime opportunity for her to explain everythingThey also could have called to ask how to open the hood or even tell me they couldn't do the oil changeAfter minutes of me heading home, I had to call the store to get an explaination about the noteI then had to go somewhere else to get an oil change and found out that Firestone put on my tires wrong and I had to pay money to get my tires rotated to the correct positionI spent more money fixing Firestone's mistake that could have damaged my carI have the invoice from the service I had to pay for
Final Business Response /* (4000, 14, 2015/10/27) */
Please send us the invoice from the oil change and rotation at the other facilityWe will reimburse you for this as customer satisfaction to resolve the issueOnce again, we apologize for any inconvenience this issue caused you
My name is John *** and I am the Region Manager over this locationI spoke with Store Manager Tony *** today in regards to this concernMr*** has tried to explain the reason for the same misc part number being used in our system and the customer did not want to understandHis air
conditioning repair was performed properly and his system works just fineHis confusion lies in the manner in which our parts are invoicedWe also called for this customer again today and left him a voicemail to return our callAs of the time stamp on this response, we have not heard back. We will attempt to contact the customer again tomorrow in the hopes to help him understand better what he paid for that did fix his original concern. Best Regards,John ***Region Manager- Central Florida
We apologize for the situationAn internal case has been set up and someone from our Customer Retention department will be calling you to review and 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, 20, 2015/09/09) */
Area Manager Jason *** stated in 01/15:
I SPOKE WITH JON ON THE MORNING OF THE 8THI APOLOGIZED AND OFFERRED HIM A FREE OIL CHANGEWHEN HE IS READY HE IS GOING TO GIVE ME A CALL
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 this concernManagement has reviewed your file with our Store Teammates and the requested refund has been issuedWe apologize for any inconvenience this may have caused
Revdex.com:
T GET MY CAR OFF THEY LOT AND DRIVE IT HOME THIS IS SO *** WRONG TO TREAT A LOYAL CUSTOMER LIKE THIS
I have reviewed the response made by the business in reference to complaint ID ***, and find that my car was okay and could come on at the time and was left at fire stone for a couple of days now my car cant turn on im *** it could run completely fine when it got there now im having problems with my battery they even offered a battery because my childrens father caught them trying to jump my car and they didnt give us the battery after the police was called they changed there mine and thats unfair when they did something to my car battery thats unfair and I feel like yall trying to take advantage of me I strive am so *** off im so angry at that unprofessional buisness and that 3rd party should of never been called cause I wasnt dealing with the third party I was dealing with FIRESTONE THE COMPANY THAT WILL *** YOU OVER THATS *** THEY SHOULD ADLEASE GIVE ME THE BATTERY THEY OFFERED ME THEN MADE A DOCUMENTATION SAYING I DENIDED MY TOW THEY TOLD ME THEY NOT DOING S
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 11096888, and find that this resolution is satisfactory to me
Sincerely,
Pauline ***
Initial Business Response /* (1000, 10, 2015/02/23) */
Contact Name and Title: *** *** - Area
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Called and left my cell number for the customer to please return a call and discussWill await customer call back
Initial
Consumer Rebuttal /* (3000, 12, 2015/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called *** *** back asapWe discussed the situation and I am still waiting on a favorable response from this company
Final Business Response /* (4000, 20, 2015/03/23) */
We sent the customer an email on 03/04/to ensure that she received the second code we sent her for the vacationWe have yet to hear a response back from the customer
We are attempting to resolve this, but she has to follow the steps once she receives the code and we have not heard back from her since
Final Consumer Response /* (4200, 22, 2015/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I need for this to be sent to me in the mailI do not have access to a computer at all timesThe vacations they offer are only available weeks away and that is not realistic for a consumer
Initial Business Response /* (1000, 22, 2015/03/30) */
To whom this concerns,
This service issue was turned over to Firestones claims department per customers requestAll information & details can be accessed here
The claim number is ***
Contact
***
Tel:***
Thnak you,
***