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
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,
*** ***
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, 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
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
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
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 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, 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
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 has requested a refund for $in efforts to resolve this matter
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
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
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
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, 5, 2015/06/10) */
I had spoken to the customer and to the store location named hereWe discussed and agreed to make right the concerns expressedWe made an offer to have the customer return to a Firestone Complete Auto Care or Tires Plus location and install
the desired tires on the vehicle as he stated he was sure he would like the Bridgestone tire once they were installedThe customer agreed to return to a Tires Plus location in Powder Springs Gaand have the desired tires installedHe stated he would find a date/time and let us know when the vehicle would be available to complete the work, based on his wife's scheduleThe tires were ordered as requested and discussed, and have arrivedWe were awaiting his return call to inform us where to have the tires sent and what date/time to set the appointmentThe customer expressed that he was informed that he needed to go to the original location to get a refund and then go to the Tires Plus location to have them installed and pay for themI informed him that was not necessary and he simply could go to Tires Plus and have the desired tires installed, and he agreed to that offerWe discussed that if a refund was desired, that we simply needed the tires returned at the time of the refundIf the customer wishes us to pick up the tires from a non-Firestone/Tires Plus location, we will do so and issue a refund for the tires through our standard channelsWe have created an internal case and documented as described hereinI will reach out to the customer and make an offer to pick up the tires as requested, and submit for a refund
Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were promised by the District Manager, ***, that we would have a check today, so we made another trip to Firestone to return the tires we didn't order and were over charged for, and the district manager forgot to order our check! We would appreciate a phone call from someone at the corporate office who really cares about customer service today! #XXXXXXXXXXI had tires put one car yesterday by Dallas Tire, and I am afraid that we will never see our money! We could not allow them to pick up the tires at Dallas Tire because they did not have our money! So everything written above is not true!!!
Sent from my ***
On Jun 11, 2015, at 4:PM, ***@***.custhelp.com wrote:
Image
Subject
FCAC Contact Feedback - *** *** - Mobile
Recently you requested personal assistance from our on-line support centerBelow is a summary of your request and our responseIf this issue is not resolved to your satisfaction, you may reopen it within the next daysThank you for allowing us to be of service to you
Response By Email (*** *** (06/11/XXXX XX:XX PM)
Dear *** ***,
I sincerely apologize for the confusionIf you see the word "resolved", this means your email has been successfully received and responded toHowever, I have send this important information to our upper management team as your request for resolution
If there is anything else I can do to assist you, please let me knowThank you for choosing Firestone; we value your businessHave a great day
Customer By CSS Email (*** ***) (06/10/09:PM)
Please understand that until I get my money back, this is NOT resolved! I am highly disappointed in the way you guys have handled this, and had it been handled differently you would not have lost my business
*** ***
On Wednesday, June 10, 2:PM, "***@***.custhelp.com" wrote:
Response By Email (*** *** (06/10/02:PM)
Dear *** ***,
Thank you for your quick responseI am truly sorry that this happenedWe do value your business dearly and do not want to see you go elsewhereI have updated this information in your file successfully
If you have any questions or concerns, please do not hesitate to contact us via chat, email, or by phone (X-XXX-XXX-XXXX)Thank you for choosing FirestoneHave a great day
Customer By CSS Email (*** ***) (06/09/09:PM)
We will be going elsewhere with our business, and perhaps you will want to investigate the practices of your storeI am enclosing the two quotes we received, and a copy of the email of what we ordered and you will see why we are very upset as well as why we are notifying the Revdex.com and the *** Consumer Protection AgencyHopefully this will not happen to anyone else
*** ***
Firestone COMPLETE AUTO CARE
SCHEDULE APPOINTMENT
(XXX) XXX-XXXX
*** *** *** *** *** ** store hours
TIRES AUTO SERVICES OFFERS
FIND A STORE
Dear ***,
Thank you for scheduling your appointment with Firestone Complete Auto CareWe are checking on product and store teammate availability and will email you to confirm your appointment
If for any reason we cannot complete your requested appointment time, we will call you directly to discuss other convenient appointment options
APPOINTMENT DETAILS
Confirmation Number: XXXXXXX
Appointment Date: 06/07/08:AM
REQUESTED SERVICES
Services Selected: Tire Replacement
Add Ons:
Tire Replacement
Additional Notes: tire quote id: XXXXXXXX, tire article number: 456, tire description: Bridgestone Dueler H/L *** *** tire size: *** tire quantity: 4, tire unit price: $177.99, tire quote End;
If you'd like to change your requested appointment time, please call us to reschedule at (XXX) XXX-XXXX
Thank you,
Firestone Complete Auto Care
*** *** *** ***
Hiram, GA 30141-
(XXX) XXX-XXXX
On Monday, June 8, 5:PM, "***@***.custhelp.com" wrote:
Response By Email (*** *** (06/08/05:PM)
Dear *** ***,
Thank you for your recent feedback on our web siteI am truly sorry to hear you had an unsatisfactory experience at one of our locationsWe appreciate your business and thank you for giving us the opportunity to resolve this issue
Would you like to provide us with a little bit more information as to the incident which occurredAlso, to make sure we have the correct information in your file, could you please reply with your most current address and phone number?
In the meantime, we have escalated this information to our home office on your behalf for resolutionYour reference number is: XXXXXXXYou will receive a response from a member of upper management within the next 24-hours with an update
If you have any questions or concerns, please do not hesitate to contact us via chat, email, or by phone (X-XXX-XXX-XXXX)Thank you for choosing FirestoneHave a great day
Customer By CSS Email (*** ***) (06/08/04:PM)
The individual below has entered feedback on www.firestonecompleteautocare.com website
Reference # = XXXXXX
Nature of Inquiry = Comments - Customer Service
First Name = ***
Last Name = ***
Email Address = ***@***.net
Message = Victims of a bait and switch at store #XXXXXX
User Agent: *** *** *** *** ** 8_like *** ** ** *** *** like *** *** *** ***
*** detected: Yes
Sincerely,
*** **
Question Reference # XXXXXX-XXXXXX
Date Created: 06/08/04:PM
Date Last Updated: 06/11/04:PM
Status: Solved
XXX:XXXXXX:XXXXX
Final Business Response /* (1000, 15, 2015/07/07) */
Check is showing it was delivered via *** to Firestone on 06/16/Issue has been resolved
Initial Business Response /* (1000, 25, 2015/09/09) */
I asked the Area Manager if he recalled how this was resolvedDue to the field re-organization, and the time/age of this complaint we may not be able to recall how it was handled/resolved
Thank you for alerting us of your unfortunate experience so that management can investigate this matter furtherA formal case was created to document your concerns within which our latest notes indicate this matter has been resolved to your satisfaction as of 2/21/Please feel free to message us
at ***@bfrc.com if you have any additional questions or concerns
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, 2015/05/18) */
The area for this location responded:
I have contacted the customer this afternoon and explained that her tires cannot be rotated due to the vehicle having different size tires on the front and rear of her vehicle, but they can be balanced
which is what she paid forShe confirmed that she did not pay for any alignment service, and understands that Firestone cannot perform that service on a *** *** The customer is satisfied and will return to the location for tire balancing services
(Area Manager-*** ***)
Initial Consumer Rebuttal /* (2000, 12, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by a manager yesterday and he agreed to the employee giving wrong information and has gave me the info to call and set up an appointment for my already paid for tire balancing
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
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,
*** ***
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, 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
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
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
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 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, 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
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 has requested a refund for $in efforts to resolve this matter
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
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
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
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, 5, 2015/06/10) */
I had spoken to the customer and to the store location named hereWe discussed and agreed to make right the concerns expressedWe made an offer to have the customer return to a Firestone Complete Auto Care or Tires Plus location and install
the desired tires on the vehicle as he stated he was sure he would like the Bridgestone tire once they were installedThe customer agreed to return to a Tires Plus location in Powder Springs Gaand have the desired tires installedHe stated he would find a date/time and let us know when the vehicle would be available to complete the work, based on his wife's scheduleThe tires were ordered as requested and discussed, and have arrivedWe were awaiting his return call to inform us where to have the tires sent and what date/time to set the appointmentThe customer expressed that he was informed that he needed to go to the original location to get a refund and then go to the Tires Plus location to have them installed and pay for themI informed him that was not necessary and he simply could go to Tires Plus and have the desired tires installed, and he agreed to that offerWe discussed that if a refund was desired, that we simply needed the tires returned at the time of the refundIf the customer wishes us to pick up the tires from a non-Firestone/Tires Plus location, we will do so and issue a refund for the tires through our standard channelsWe have created an internal case and documented as described hereinI will reach out to the customer and make an offer to pick up the tires as requested, and submit for a refund
Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were promised by the District Manager, ***, that we would have a check today, so we made another trip to Firestone to return the tires we didn't order and were over charged for, and the district manager forgot to order our check! We would appreciate a phone call from someone at the corporate office who really cares about customer service today! #XXXXXXXXXXI had tires put one car yesterday by Dallas Tire, and I am afraid that we will never see our money! We could not allow them to pick up the tires at Dallas Tire because they did not have our money! So everything written above is not true!!!
Sent from my ***
On Jun 11, 2015, at 4:PM, ***@***.custhelp.com wrote:
Image
Subject
FCAC Contact Feedback - *** *** - Mobile
Recently you requested personal assistance from our on-line support centerBelow is a summary of your request and our responseIf this issue is not resolved to your satisfaction, you may reopen it within the next daysThank you for allowing us to be of service to you
Response By Email (*** *** (06/11/XXXX XX:XX PM)
Dear *** ***,
I sincerely apologize for the confusionIf you see the word "resolved", this means your email has been successfully received and responded toHowever, I have send this important information to our upper management team as your request for resolution
If there is anything else I can do to assist you, please let me knowThank you for choosing Firestone; we value your businessHave a great day
Customer By CSS Email (*** ***) (06/10/09:PM)
Please understand that until I get my money back, this is NOT resolved! I am highly disappointed in the way you guys have handled this, and had it been handled differently you would not have lost my business
*** ***
On Wednesday, June 10, 2:PM, "***@***.custhelp.com" wrote:
Response By Email (*** *** (06/10/02:PM)
Dear *** ***,
Thank you for your quick responseI am truly sorry that this happenedWe do value your business dearly and do not want to see you go elsewhereI have updated this information in your file successfully
If you have any questions or concerns, please do not hesitate to contact us via chat, email, or by phone (X-XXX-XXX-XXXX)Thank you for choosing FirestoneHave a great day
Customer By CSS Email (*** ***) (06/09/09:PM)
We will be going elsewhere with our business, and perhaps you will want to investigate the practices of your storeI am enclosing the two quotes we received, and a copy of the email of what we ordered and you will see why we are very upset as well as why we are notifying the Revdex.com and the *** Consumer Protection AgencyHopefully this will not happen to anyone else
*** ***
Firestone COMPLETE AUTO CARE
SCHEDULE APPOINTMENT
(XXX) XXX-XXXX
*** *** *** *** *** ** store hours
TIRES AUTO SERVICES OFFERS
FIND A STORE
Dear ***,
Thank you for scheduling your appointment with Firestone Complete Auto CareWe are checking on product and store teammate availability and will email you to confirm your appointment
If for any reason we cannot complete your requested appointment time, we will call you directly to discuss other convenient appointment options
APPOINTMENT DETAILS
Confirmation Number: XXXXXXX
Appointment Date: 06/07/08:AM
REQUESTED SERVICES
Services Selected: Tire Replacement
Add Ons:
Tire Replacement
Additional Notes: tire quote id: XXXXXXXX, tire article number: 456, tire description: Bridgestone Dueler H/L *** *** tire size: *** tire quantity: 4, tire unit price: $177.99, tire quote End;
If you'd like to change your requested appointment time, please call us to reschedule at (XXX) XXX-XXXX
Thank you,
Firestone Complete Auto Care
*** *** *** ***
Hiram, GA 30141-
(XXX) XXX-XXXX
On Monday, June 8, 5:PM, "***@***.custhelp.com" wrote:
Response By Email (*** *** (06/08/05:PM)
Dear *** ***,
Thank you for your recent feedback on our web siteI am truly sorry to hear you had an unsatisfactory experience at one of our locationsWe appreciate your business and thank you for giving us the opportunity to resolve this issue
Would you like to provide us with a little bit more information as to the incident which occurredAlso, to make sure we have the correct information in your file, could you please reply with your most current address and phone number?
In the meantime, we have escalated this information to our home office on your behalf for resolutionYour reference number is: XXXXXXXYou will receive a response from a member of upper management within the next 24-hours with an update
If you have any questions or concerns, please do not hesitate to contact us via chat, email, or by phone (X-XXX-XXX-XXXX)Thank you for choosing FirestoneHave a great day
Customer By CSS Email (*** ***) (06/08/04:PM)
The individual below has entered feedback on www.firestonecompleteautocare.com website
Reference # = XXXXXX
Nature of Inquiry = Comments - Customer Service
First Name = ***
Last Name = ***
Email Address = ***@***.net
Message = Victims of a bait and switch at store #XXXXXX
User Agent: *** *** *** *** ** 8_like *** ** ** *** *** like *** *** *** ***
*** detected: Yes
Sincerely,
*** **
Question Reference # XXXXXX-XXXXXX
Date Created: 06/08/04:PM
Date Last Updated: 06/11/04:PM
Status: Solved
XXX:XXXXXX:XXXXX
Final Business Response /* (1000, 15, 2015/07/07) */
Check is showing it was delivered via *** to Firestone on 06/16/Issue has been resolved
Initial Business Response /* (1000, 25, 2015/09/09) */
I asked the Area Manager if he recalled how this was resolvedDue to the field re-organization, and the time/age of this complaint we may not be able to recall how it was handled/resolved
Thank you for alerting us of your unfortunate experience so that management can investigate this matter furtherA formal case was created to document your concerns within which our latest notes indicate this matter has been resolved to your satisfaction as of 2/21/Please feel free to message us
at ***@bfrc.com if you have any additional questions or concerns
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, 2015/05/18) */
The area for this location responded:
I have contacted the customer this afternoon and explained that her tires cannot be rotated due to the vehicle having different size tires on the front and rear of her vehicle, but they can be balanced
which is what she paid forShe confirmed that she did not pay for any alignment service, and understands that Firestone cannot perform that service on a *** *** The customer is satisfied and will return to the location for tire balancing services
(Area Manager-*** ***)
Initial Consumer Rebuttal /* (2000, 12, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by a manager yesterday and he agreed to the employee giving wrong information and has gave me the info to call and set up an appointment for my already paid for tire balancing