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
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
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
We apologize for the miscommunication as a portion of the repairs recommended or required were made based on manufacturer recommendations at your vehicle's mileageAfter management reviewed your concerns further, a full refund of service has been issued via check as customer satisfactionPlease
message us at ***[email protected] should you have any additional questions or concerns
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,
*** ***
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,
Shelia ***
The Area Manager has reached out to the customer and has asked for him to submit his receipts for review After he reviews the documentation pertaining to this matter they can come to a resolution
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 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!
An internal case was set upI was informed that this complaint has been resolvedThey reached out to the customer and explained the pricing difference between the front and rear rotorsThey also refunded part of $off brake service as she only received partial credit
Initial Business Response /* (1000, 19, 2015/09/09) */
Per the Area Manager's notes in case # XXXXXXX:
THE STORE GAVE THE BOSS A PRINT OUT WITH THE READING THAT STATED THE VEHICLE NEEDED A BATTERY
Initial Business Response /* (1000, 5, 2015/09/18) */
This case was submitted to our claims department for resolution on 9/8/- Case #XXXX-XXXXXXX-C
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I
submitted a claim to Bridgestone/Firestone corporate to weeks agoWe heard ONCE from a claim associate a week into filing the claimWe have not heard one word back since thenWe have tried contact the claims associate but AGAIN, ZERO correspondence in returnMy perception is that I am being ignored in an attempt that I will go awayThis claim has not been taken seriously and this is not a resolutionI will be seeking additional course of action to expedite resolution of my claim
Final Business Response /* (4000, 9, 2015/10/06) */
The claims advisor, Gil *** was in contact with the customer on 10/and requested copies of invoices from the shops that have inspected the vehicle
His email to the customer was as follows:
MR***,
I APOLOGIZE FOR THE LATE RESPONSETHE LAST TIME WE SPOKE YOU STATED YOU WOULD SEND ME INVOICE FROM TWO DIFFERENT SHOPS WERE YOU HAD THE VEHICLE INSPECTED EXPLAINING THE CAUSE OF FAILUREI HAVE NOT RECEIVED THE INVOICESCAN YOU EMAIL THEM TO ME FOR REVIEW? THE NEXT STEP IN THE PROCESS WOULD BE TO GET THE VEHICLE TO A CERTIFIED SHOP SO AN INSPECTOR CAN VERIFY THE CAUSE OF FAILURE AND A REPAIR ESTIMATE CAN BE OBTAINED
GIL ***
Thank you for alerting us of your concerns so that management can investigate furtherAlthough the bearing in question is beyond the typically warranty period, please message us at s@bfrc.com with your file number (Number ***) for assistance
Complaint:
I am rejecting this response because: the repairs have already been done, the engine is most likely no longer at the shop, how can a proper investigation be done now? Why wasn't an investigation done when I originally called?
Sincerely,
Maria ***
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to see if they fulfill their promise firstIt should happen in the next daysI will update Revdex.com regardless
on the outcome of this absurd case(Firestone offered me reimbursement after a long sagaIt should have arrived in the mail alreadyWaiting to see if it does in the next days.)
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 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.We have set up an internal case for review on our end. After review of the case, we found that management has tried to
discuss a resolution with you, but was unsuccessful in their attempts to speak with you in detail or obtain necessary documentation pertaining to your case.Since we didn't have an opportunity to resolve this before you opted to obtain a rental on your own, we are willing to reimburse you for the rental vehicle sans the additional insurance coverage charges, as we typically do not cover any additional insurance with rental vehicles. Please let us know if this resolution is acceptable and we will process the reimbursement check
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Thank you for bringing these concerns to our attentionWe created an internal case for the Area Manager to review and resolve.The Area Manager indicated that this matter was resolved and as customer satisfaction, a refund of service was issued
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
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
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
We apologize for the miscommunication as a portion of the repairs recommended or required were made based on manufacturer recommendations at your vehicle's mileageAfter management reviewed your concerns further, a full refund of service has been issued via check as customer satisfactionPlease
message us at ***[email protected] should you have any additional questions or concerns
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,
*** ***
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,
Shelia ***
The Area Manager has reached out to the customer and has asked for him to submit his receipts for review After he reviews the documentation pertaining to this matter they can come to a resolution
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 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!
An internal case was set upI was informed that this complaint has been resolvedThey reached out to the customer and explained the pricing difference between the front and rear rotorsThey also refunded part of $off brake service as she only received partial credit
Initial Business Response /* (1000, 19, 2015/09/09) */
Per the Area Manager's notes in case # XXXXXXX:
THE STORE GAVE THE BOSS A PRINT OUT WITH THE READING THAT STATED THE VEHICLE NEEDED A BATTERY
Initial Business Response /* (1000, 5, 2015/09/18) */
This case was submitted to our claims department for resolution on 9/8/- Case #XXXX-XXXXXXX-C
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I
submitted a claim to Bridgestone/Firestone corporate to weeks agoWe heard ONCE from a claim associate a week into filing the claimWe have not heard one word back since thenWe have tried contact the claims associate but AGAIN, ZERO correspondence in returnMy perception is that I am being ignored in an attempt that I will go awayThis claim has not been taken seriously and this is not a resolutionI will be seeking additional course of action to expedite resolution of my claim
Final Business Response /* (4000, 9, 2015/10/06) */
The claims advisor, Gil *** was in contact with the customer on 10/and requested copies of invoices from the shops that have inspected the vehicle
His email to the customer was as follows:
MR***,
I APOLOGIZE FOR THE LATE RESPONSETHE LAST TIME WE SPOKE YOU STATED YOU WOULD SEND ME INVOICE FROM TWO DIFFERENT SHOPS WERE YOU HAD THE VEHICLE INSPECTED EXPLAINING THE CAUSE OF FAILUREI HAVE NOT RECEIVED THE INVOICESCAN YOU EMAIL THEM TO ME FOR REVIEW? THE NEXT STEP IN THE PROCESS WOULD BE TO GET THE VEHICLE TO A CERTIFIED SHOP SO AN INSPECTOR CAN VERIFY THE CAUSE OF FAILURE AND A REPAIR ESTIMATE CAN BE OBTAINED
GIL ***
Thank you for alerting us of your concerns so that management can investigate furtherAlthough the bearing in question is beyond the typically warranty period, please message us at s
@bfrc.com with your file number (Number ***) for assistance
Complaint:
I am rejecting this response because: the repairs have already been done, the engine is most likely no longer at the shop, how can a proper investigation be done now? Why wasn't an investigation done when I originally called?
Sincerely,
Maria ***
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to see if they fulfill their promise firstIt should happen in the next daysI will update Revdex.com regardless
on the outcome of this absurd case(Firestone offered me reimbursement after a long sagaIt should have arrived in the mail alreadyWaiting to see if it does in the next days.)
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 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.We have set up an internal case for review on our end. After review of the case, we found that management has tried to
discuss a resolution with you, but was unsuccessful in their attempts to speak with you in detail or obtain necessary documentation pertaining to your case.Since we didn't have an opportunity to resolve this before you opted to obtain a rental on your own, we are willing to reimburse you for the rental vehicle sans the additional insurance coverage charges, as we typically do not cover any additional insurance with rental vehicles. Please let us know if this resolution is acceptable and we will process the reimbursement check
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Thank you for bringing these concerns to our attentionWe created an internal case for the Area Manager to review and resolve.The Area Manager indicated that this matter was resolved and as customer satisfaction, a refund of service was issued