Initial Business Response /* (1000, 15, 2015/03/19) */
Contact Name and Title: *** *** Area Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
Already taken care of by the Firestone in *** I was there and greeted the customer
Initial Consumer Rebuttal /* (3000, 17,
2015/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call from *** who I believe is the regional manager regarding my vehicle he was very helpfulHe gave me an appointment with the *** Firestone on Tuesday I took my vehicle there and they gave me a wheel alignment and checked out my front endThe steering issue continued after the appointment with them which I do not understand, its gotten louder since I got the bearings replaced and the wheel sticking problem is getting worse I called them back soon as I got home and they told me the earliest my truck can be looked at again was FridayThe following day I drove to work and on my way home the noise turned into a grind and felt as though I was going to crash when I turned I immediately called Firestone and told them I don't think I would safely be able to make it there Friday and im currently awaiting a call to schedule a tow from my home
Final Business Response /* (4000, 21, 2015/04/09) */
This issue has been resolved by the Odenton store
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,
***
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 resolveThe Area Manager has indicated that he processed a reimbursement check for $to resolve this matter. Thank you
We apologize for any inconvenience this unfortunate incident may have caused you and your parentsOur records indicate management has been in contact and an agreement has been reached to help ensure this matter is resolved for you and your parents
We apologize for your unfortunate experience and for any inconvenience the multiple trips may have caused youWe reached out to management on your behalf to help ensure this matter is resolved to your satisfactionAs of March 13th, our records indicate management has been in contact and a
resolution has been reachedPlease feel free to message us at [email protected] should you have any additional questions or concerns
Initial Business Response /* (1000, 5, 2015/06/10) */
Contact Name and Title: *** Area Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
We will issue the refund requested for $A check will be issued for refund and mail to address on file
Initial Consumer Rebuttal /*
(2000, 7, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for allowing us the opportunity to help make things rightA formal case was created to document your concerns (case#***) and alert managementAt this time the case file indicates that Field Management has been in contact and a diagnostic to help determine the issue has been
performedPlease reach back out to field management should you have any additional concerns
We apologize for any difficulties you have experienced with our Driveguard TiresAny authorized dealer of our Driveguard Tire should be aware of the supplemental Road Hazard warranty that comes free of charge with ever Driveguard Tire PurchaseThis warranty would cover the expense of a new tire if
an issue should arise such as the one described in your complaintAt this time we understand a representative has reached out to discuss your concernsPlease feel free to reach out to our Driveguard team at 800-***-*** should you have any additional questions
The customer came to the store on Saturday and spoke with the store manager who cleared up any misunderstandings and explained the invoicing and use of generic article numbersAfter the conversation, the store manager indicated that the customer was satisfied and will continue to do business with us in the futureWe certainly apologize for any inconvenience that we caused Mr***We hope we were able to clear things up as we truly value his business!
We apologize for any inconvenience this matter has caused youYour concerns have been reviewed by management and our file indicates a settlement has been reachedPlease message us at ***@bfrc.com if we can be of any other assistance
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, 8, 2015/05/04) */
Contact Name and Title: *** *** Area manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Contacted customer on 4/22/explained to the customer the difference between the on-line quote and the actual final was sales tax
that is not part of the on-line quoteApologized for the difference and not properly explaining during the close of the transcationInformed the customer that we would refund the difference, he just needed to return to the store to process the refundAs of 5/4/the customer has not returned to the store for the refund
Initial Business Response /* (1000, 5, 2015/04/13) */
Reviewed with customer and offered to meet customer request of paying for the water pump that had failedThis failure is not related to the alleged radiator cap issue and the proplem was noted by our technician after the store performed a
coolant flush at no charge to replace the anti-freeze customer states had to be replaced by water
Vehicle was inspected by 3rd party shop who states that water pump was not caused by low coolant level, that it was simply worn out due to age and mileage
I have called the customer to see what the current issue is and offered my phone number as a contact point and to insure he has it availableWill review the case with Mr*** once he contacts me
Initial Consumer Rebuttal /* (3000, 7, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I disagree,If we had a visibly vibrating water pump it should have up on your company's Recommended Services Report on 3/16/work order #XXXXXXNot after my wife leaves the shop with the cap off.On 3/17/the very next day customer invoice # XXXXXX now we got a broken water pump on the reportI seriously fill I been wronged
Final Business Response /* (4000, 11, 2015/04/27) */
In order to avoid further discussion or disagreement, and in the interest of customer satisfaction only, I will agree to settle the matter for the charges of parts and labor related to the replacement of the water pump and pulleyPer the invoice provided me the coolant, Water pump and pulley, o-ring come to $The labor for the installation of these parts is listed as $The total with tax for these services comes to $If the Mr*** will agree to a signed release Firestone will process a refund check in his name
Final Consumer Response /* (2000, 13, 2015/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I will end the complaint, upon receipt of the refunded check, in the amount of 1,039.51.
Sincerely,
*** *** ***
Revdex.com: A refund for the alignment was issued, No offer was made to refund me for my tires, No apology was given by anyone. No statement of corrective actionsThis tells me that what I experienced is common practice. To place someone life at risk just to avoid having to compensate for a bad job. Their warranty was an act of collecting more money, and the solution if it come back in was to show there was another issue they could not have seen. Problem is: I had just had New Tires install and both I an engineer and the mechanics that reviewed my tires checked my cars steering hardware on the car before installing New Tires, Both the mechanic and I agreed, all it was originally was a bad alignment. The percent unscrewed control arm bolt was criminal not just bad customer service. But bottom line my wife nor I was injured by their callous response during this whole ordeal so I choose to keep this Professional. I choose to show my kids that even in dark times if you can keep it professional do so. An outsider would not see why I responded in any other way, but they will understand the storyMy Chi is strong, and God is good to allow me to stay professional
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is what I expected so close the case
Sincerely,
*** ***
Initial Business Response /* (1000, 15, 2015/09/01) */
Contact Name and Title: Michelle Office Mgr
I am so sorry for all the run aroundWe have a website Firestonerewards.comI just looked up and they have processed the other and shipeed it 8/29/At anytime you can go and see the
update
Initial Consumer Rebuttal /* (2000, 17, 2015/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their responseI only wanted what was advertisedI did receive the additional $Visa card, however, they had months to fix it and didn'tThe only reason I even received it was because I involved the Revdex.comI will not do business with Tires Plus or Firestone againThanks Revdex.com
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 resolveSomeone will be contacting to you shortly to discuss a proper resolutionThank you
We thank you for your patience during this exhaustive investigation by our Store Claims DepartmentAfter two third-party inspections, engine teardown, and rental car assistance, management is unable to find any evidence that would indicate Firestone's service caused our contributed to the current
engine failureThe claims advisor assigned to your case can provide you with a copy of the aforementioned inspection report upon your request
Initial Business Response /* (1000, 15, 2015/03/19) */
Contact Name and Title: *** *** Area Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
Already taken care of by the Firestone in *** I was there and greeted the customer
Initial Consumer Rebuttal /* (3000, 17,
2015/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call from *** who I believe is the regional manager regarding my vehicle he was very helpfulHe gave me an appointment with the *** Firestone on Tuesday I took my vehicle there and they gave me a wheel alignment and checked out my front endThe steering issue continued after the appointment with them which I do not understand, its gotten louder since I got the bearings replaced and the wheel sticking problem is getting worse I called them back soon as I got home and they told me the earliest my truck can be looked at again was FridayThe following day I drove to work and on my way home the noise turned into a grind and felt as though I was going to crash when I turned I immediately called Firestone and told them I don't think I would safely be able to make it there Friday and im currently awaiting a call to schedule a tow from my home
Final Business Response /* (4000, 21, 2015/04/09) */
This issue has been resolved by the Odenton store
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,
***
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 resolveThe Area Manager has indicated that he processed a reimbursement check for $to resolve this matter. Thank you
We apologize for any inconvenience this unfortunate incident may have caused you and your parentsOur records indicate management has been in contact and an agreement has been reached to help ensure this matter is resolved for you and your parents
We apologize for your unfortunate experience and for any inconvenience the multiple trips may have caused youWe reached out to management on your behalf to help ensure this matter is resolved to your satisfactionAs of March 13th, our records indicate management has been in contact and a
resolution has been reachedPlease feel free to message us at [email protected] should you have any additional questions or concerns
Initial Business Response /* (1000, 5, 2015/06/10) */
Contact Name and Title: *** Area Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
We will issue the refund requested for $A check will be issued for refund and mail to address on file
Initial Consumer Rebuttal /*
(2000, 7, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for allowing us the opportunity to help make things rightA formal case was created to document your concerns (case#***) and alert managementAt this time the case file indicates that Field Management has been in contact and a diagnostic to help determine the issue has been
performedPlease reach back out to field management should you have any additional concerns
We apologize for any difficulties you have experienced with our Driveguard TiresAny authorized dealer of our Driveguard Tire should be aware of the supplemental Road Hazard warranty that comes free of charge with ever Driveguard Tire PurchaseThis warranty would cover the expense of a new tire if
an issue should arise such as the one described in your complaintAt this time we understand a representative has reached out to discuss your concernsPlease feel free to reach out to our Driveguard team at 800-***-*** should you have any additional questions
The customer came to the store on Saturday and spoke with the store manager who cleared up any misunderstandings and explained the invoicing and use of generic article numbersAfter the conversation, the store manager indicated that the customer was satisfied and will continue to do business with us in the futureWe certainly apologize for any inconvenience that we caused Mr***We hope we were able to clear things up as we truly value his business!
We apologize for any inconvenience this matter has caused youYour concerns have been reviewed by management and our file indicates a settlement has been reachedPlease message us at ***@bfrc.com if we can be of any other assistance
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, 11, 2015/08/24) */
Refund was given to the customer as requested, the customer's issues are resolved
Initial Business Response /* (1000, 8, 2015/05/04) */
Contact Name and Title: *** *** Area manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Contacted customer on 4/22/explained to the customer the difference between the on-line quote and the actual final was sales tax
that is not part of the on-line quoteApologized for the difference and not properly explaining during the close of the transcationInformed the customer that we would refund the difference, he just needed to return to the store to process the refundAs of 5/4/the customer has not returned to the store for the refund
Initial Business Response /* (1000, 5, 2015/04/13) */
Reviewed with customer and offered to meet customer request of paying for the water pump that had failedThis failure is not related to the alleged radiator cap issue and the proplem was noted by our technician after the store performed a
coolant flush at no charge to replace the anti-freeze customer states had to be replaced by water
Vehicle was inspected by 3rd party shop who states that water pump was not caused by low coolant level, that it was simply worn out due to age and mileage
I have called the customer to see what the current issue is and offered my phone number as a contact point and to insure he has it availableWill review the case with Mr*** once he contacts me
Initial Consumer Rebuttal /* (3000, 7, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I disagree,If we had a visibly vibrating water pump it should have up on your company's Recommended Services Report on 3/16/work order #XXXXXXNot after my wife leaves the shop with the cap off.On 3/17/the very next day customer invoice # XXXXXX now we got a broken water pump on the reportI seriously fill I been wronged
Final Business Response /* (4000, 11, 2015/04/27) */
In order to avoid further discussion or disagreement, and in the interest of customer satisfaction only, I will agree to settle the matter for the charges of parts and labor related to the replacement of the water pump and pulleyPer the invoice provided me the coolant, Water pump and pulley, o-ring come to $The labor for the installation of these parts is listed as $The total with tax for these services comes to $If the Mr*** will agree to a signed release Firestone will process a refund check in his name
Final Consumer Response /* (2000, 13, 2015/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I will end the complaint, upon receipt of the refunded check, in the amount of 1,039.51.
Sincerely,
*** *** ***
Revdex.com: A refund for the alignment was issued, No offer was made to refund me for my tires, No apology was given by anyone. No statement of corrective actionsThis tells me that what I experienced is common practice. To place someone life at risk just to avoid having to compensate for a bad job. Their warranty was an act of collecting more money, and the solution if it come back in was to show there was another issue they could not have seen. Problem is: I had just had New Tires install and both I an engineer and the mechanics that reviewed my tires checked my cars steering hardware on the car before installing New Tires, Both the mechanic and I agreed, all it was originally was a bad alignment. The percent unscrewed control arm bolt was criminal not just bad customer service. But bottom line my wife nor I was injured by their callous response during this whole ordeal so I choose to keep this Professional. I choose to show my kids that even in dark times if you can keep it professional do so. An outsider would not see why I responded in any other way, but they will understand the storyMy Chi is strong, and God is good to allow me to stay professional
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is what I expected so close the case
Sincerely,
*** ***
Initial Business Response /* (1000, 15, 2015/09/01) */
Contact Name and Title: Michelle Office Mgr
I am so sorry for all the run aroundWe have a website Firestonerewards.comI just looked up and they have processed the other and shipeed it 8/29/At anytime you can go and see the
update
Initial Consumer Rebuttal /* (2000, 17, 2015/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their responseI only wanted what was advertisedI did receive the additional $Visa card, however, they had months to fix it and didn'tThe only reason I even received it was because I involved the Revdex.comI will not do business with Tires Plus or Firestone againThanks Revdex.com
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 resolveSomeone will be contacting to you shortly to discuss a proper resolutionThank you
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
We thank you for your patience during this exhaustive investigation by our Store Claims DepartmentAfter two third-party inspections, engine teardown, and rental car assistance, management is unable to find any evidence that would indicate Firestone's service caused our contributed to the current
engine failureThe claims advisor assigned to your case can provide you with a copy of the aforementioned inspection report upon your request