An internal case was set up for the Area Manager to investigateAfter review, the Area Manager indicates that this has been resolved by issuing a refund of service and replacing the hub caps as requested. We sincerely apologize for the inconvenience this issue has caused you
An internal case was set up for the Area Manager of the location to review and investigate.The Area Manager has indicated the below information regarding the issue.He spoke with Mr*** today about his complaint and explained to him that each time he returned to our store for diagnosis it
was a different issueThe first time it was a bad coil on cylinder #(5/22/2015) and the second time (12/04/2015) it was a variable valve timing solenoid a misfire on cylinder #and some broken vacuum hosesEach time was a different issue.We offered to refund him on one of the diagnosis fees, but Mr*** declined.Per the Area Manager, the store followed the process with inspecting the customer's vehicle, but each time was different issue
Dear Revdex.com,Thank you for bringing these concerns to our attention.An internal case was set up for the Area Manager to review and resolve.The Area Manager indicated the below information:The store manager had offered to change the wheel nuts and replace the wheel lock at no charge for customer
satisfaction.I advised the customer of the condition of her wheels after visually inspecting myself The condition of metal on wheels has deteriorated due to age and is not allowing a good seal on the bead of tires. There is nothing the store did to cause this condition. Additionally the store manager on this phone call verified he would offer a prorated adjustment on tires for customer satisfaction, however the wheels would need replaced due to their condition of not meeting standards of part designed (ability for tire to seat on heavily rusted lip) The store manager & I advised that she could either acquire wheels or store could find her options in order to move forward.The store was provided two wheel lock keys, which in itself leads to vehicle has experienced problems prior with getting wheels off. None the less, the store manager made an offer above and beyond warranty and we are prepared to honor the offer.Our store did already replace all wheel nuts, complete a flat repair service and install a wheel lock kit at no charge to customer, which has been processed
IN REVIEW OF THE CASE, WE WILL BE REFUNDING $TO THE CUSTOMER MS***$50, REMAINDER OF THE DIAGNOSTIC FEE, $FOR IGNITION COIL, SPARK PLUGS AND LABOR, $FUEL SYSTEM CLEANING AND $IN SALES TAXTHIS IS A CUSTOMER CONSIDERATION REFUND AS IT IS MY UNDERSTANDING THE CAR IS STILL
NOT OPERATING PROPERLYREFUND TO CUSTOMER WILL BE SENT VIA CHECK TO THE CUSTOMERS HOME.Thank you for bringing these concerns to our attention and giving us the opportunity to make things rightWe value your business and we hope we have resolved this matter
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 businessThis has been referred to our corporate Claims DepartmentA claims specialist will be in touch with you shortly to begin the claims investigationThank you
Complaint: ***
I am rejecting this response because:I think the mechanic should have let us know of the other finding of the oil leaks that they stated in the response sent back to usI am very displease with the work that was done on my vehicleI also feel that a tire place should not perform any mechanic work if any are not certified in the workYour customer come looking for quality workThe manager could have call and made a recommendation at that time and a better solution could have happenedThis is so unprofessional
Sincerely,
*** ***
Initial Business Response /* (1000, 11, 2015/06/29) */
We are referring this to our claims department and a claims advisor will be assigned and contacting the customer to send out a third party inspector to investigate the issue and determine how we need to proceed with resolving the matter
Thank you for bringing these concerns to our attentionWe apologize for any inconvenience we may have causedAn internal case was set up on our end for the Area Manager to resolveThe Area Manager indicates this issue has been resolved and the vehicle was repaired at one of our Firestone
locationsAgain, we apologize for the situation and we hope we were able to make things right
Initial Business Response /* (1000, 32, 2014/12/23) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
Customer purchased tires and did not get full mileage due to lack of rotationsCustomer felt we should have automatically rotated tires on
each visit and since we did not she did not want to pay the prorated price of the tiresRefunded prorated price to make it no charge for customer
We appreciate you reaching out so that we can get field management involved for resolutionAfter reviewing your file, we see that Area Management has been in contact and the matter has been resolved to your satisfactionPlease reach back out to our Area Manager should you have any additional
questions
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 resolveAfter further review, the Area Manager indicates that they are refunding you for the additional repairs needed in effort to resolve this matterAgain, we apologize for the trouble this issue has caused and we hope to see you back in the future!
Complaint: ***
I am rejecting this response because:this is a lie Please post the time it takes to change brake rotors and pads, as well as shocksPlease post to the Revdex.comMy car sat wit no one working on it for hours
Sincerely,
*** ***
Thank you for reaching out so that we can confirm this matter is resolved to your satisfactionWe have located our file and see that Store Management has since resolved the matter directly with you and the brakes are now operating as designedWe apologize for any inconvenience this may have caused
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,
Rebecca ***
Thank you for bringing these concerns to our attentionThe Area Manager has indicated that the customer was reimbursed to resolve this issueIf this is not the case and it is not resolved, please let us know for further review
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because the company and store are lyingMy next step is to notify the NJ Attorney GeneralThere are hundreds of complaints against Firestone, all for the same problems I have hadThere was NOTHING wrong with my tires, and I spent a lot more than that over the last few years at the MtEphraim, NJ locationI also have the receipts
Sincerely,
*** ***
We apologize that contact has not been established yetPlease check your email address listed within this Revdex.com complaint as a message has been sent to verify your contact number for management
An internal case was set up for the Area Manager to investigateAfter review, the Area Manager indicates that this has been resolved by issuing a refund of service and replacing the hub caps as requested. We sincerely apologize for the inconvenience this issue has caused you
An internal case was set up for the Area Manager of the location to review and investigate.The Area Manager has indicated the below information regarding the issue.He spoke with Mr*** today about his complaint and explained to him that each time he returned to our store for diagnosis it
was a different issueThe first time it was a bad coil on cylinder #(5/22/2015) and the second time (12/04/2015) it was a variable valve timing solenoid a misfire on cylinder #and some broken vacuum hosesEach time was a different issue.We offered to refund him on one of the diagnosis fees, but Mr*** declined.Per the Area Manager, the store followed the process with inspecting the customer's vehicle, but each time was different issue
Initial Business Response /* (1000, 18, 2015/09/04) */
The area manager attempted to reach out to the customer and the customer has not responded
Dear Revdex.com,Thank you for bringing these concerns to our attention.An internal case was set up for the Area Manager to review and resolve.The Area Manager indicated the below information:The store manager had offered to change the wheel nuts and replace the wheel lock at no charge for customer
satisfaction.I advised the customer of the condition of her wheels after visually inspecting myself The condition of metal on wheels has deteriorated due to age and is not allowing a good seal on the bead of tires. There is nothing the store did to cause this condition. Additionally the store manager on this phone call verified he would offer a prorated adjustment on tires for customer satisfaction, however the wheels would need replaced due to their condition of not meeting standards of part designed (ability for tire to seat on heavily rusted lip) The store manager & I advised that she could either acquire wheels or store could find her options in order to move forward.The store was provided two wheel lock keys, which in itself leads to vehicle has experienced problems prior with getting wheels off. None the less, the store manager made an offer above and beyond warranty and we are prepared to honor the offer.Our store did already replace all wheel nuts, complete a flat repair service and install a wheel lock kit at no charge to customer, which has been processed
IN REVIEW OF THE CASE, WE WILL BE REFUNDING $TO THE CUSTOMER MS***$50, REMAINDER OF THE DIAGNOSTIC FEE, $FOR IGNITION COIL, SPARK PLUGS AND LABOR, $FUEL SYSTEM CLEANING AND $IN SALES TAXTHIS IS A CUSTOMER CONSIDERATION REFUND AS IT IS MY UNDERSTANDING THE CAR IS STILL
NOT OPERATING PROPERLYREFUND TO CUSTOMER WILL BE SENT VIA CHECK TO THE CUSTOMERS HOME.Thank you for bringing these concerns to our attention and giving us the opportunity to make things rightWe value your business and we hope we have resolved this matter
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 businessThis has been referred to our corporate Claims DepartmentA claims specialist will be in touch with you shortly to begin the claims investigationThank you
Complaint: ***
I am rejecting this response because:I think the mechanic should have let us know of the other finding of the oil leaks that they stated in the response sent back to usI am very displease with the work that was done on my vehicleI also feel that a tire place should not perform any mechanic work if any are not certified in the workYour customer come looking for quality workThe manager could have call and made a recommendation at that time and a better solution could have happenedThis is so unprofessional
Sincerely,
*** ***
Initial Business Response /* (1000, 20, 2015/09/09) */
This has been forwarded to the Area Manager and Region Manager to resolve
Initial Business Response /* (1000, 11, 2015/06/29) */
We are referring this to our claims department and a claims advisor will be assigned and contacting the customer to send out a third party inspector to investigate the issue and determine how we need to proceed with resolving the matter
Thank you for bringing these concerns to our attentionWe apologize for any inconvenience we may have causedAn internal case was set up on our end for the Area Manager to resolveThe Area Manager indicates this issue has been resolved and the vehicle was repaired at one of our Firestone
locationsAgain, we apologize for the situation and we hope we were able to make things right
Initial Business Response /* (1000, 32, 2014/12/23) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
Customer purchased tires and did not get full mileage due to lack of rotationsCustomer felt we should have automatically rotated tires on
each visit and since we did not she did not want to pay the prorated price of the tiresRefunded prorated price to make it no charge for customer
We appreciate you reaching out so that we can get field management involved for resolutionAfter reviewing your file, we see that Area Management has been in contact and the matter has been resolved to your satisfactionPlease reach back out to our Area Manager should you have any additional
questions
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 resolveAfter further review, the Area Manager indicates that they are refunding you for the additional repairs needed in effort to resolve this matterAgain, we apologize for the trouble this issue has caused and we hope to see you back in the future!
Complaint: ***
I am rejecting this response because:this is a lie Please post the time it takes to change brake rotors and pads, as well as shocksPlease post to the Revdex.comMy car sat wit no one working on it for hours
Sincerely,
*** ***
Thank you for reaching out so that we can confirm this matter is resolved to your satisfactionWe have located our file and see that Store Management has since resolved the matter directly with you and the brakes are now operating as designedWe apologize for any inconvenience this may have caused
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,
Rebecca ***
Thank you for bringing these concerns to our attentionThe Area Manager has indicated that the customer was reimbursed to resolve this issueIf this is not the case and it is not resolved, please let us know for further review
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because the company and store are lyingMy next step is to notify the NJ Attorney GeneralThere are hundreds of complaints against Firestone, all for the same problems I have hadThere was NOTHING wrong with my tires, and I spent a lot more than that over the last few years at the MtEphraim, NJ locationI also have the receipts
Sincerely,
*** ***
We apologize that contact has not been established yetPlease check your email address listed within this Revdex.com complaint as a message has been sent to verify your contact number for management