Initial Business Response / [redacted] (1000, 8, 2015/04/10) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com Spoke to the customer about the situation and customer expressed gratitude for reaching out with themBoss wanted compensated for the long time spent in the storeAgreed to give the BOSS a free tire and the second tire 50% off
Complaint: I am rejecting this response because:I do not believe this has been appropriately addressed by the business to ensure the shop management does not continue with dishonest repair practicesI would like to know what has been done to address this from happening again Sincerely, Sandra ***
Good Afternoon, Thank you for bringing your concerns to our attention in regards to your Revdex.com complaint submittedWe always appreciate feedback because it's imperative that we are aware of our customer's concerns so we can address and correct the problems I wanted to gather some more information so we can address these concerns with management to ensure that we are always providing superb customer servicePlease let me know which store you visited and the invoice number/name associated with the invoice so that I can relay this information to the proper Area Manager I look forward to hearing from you Best Regards, Jessica Jessica [redacted] SrCustomer Retention Specialist Bridgestone Retail Operations ELake Street Bloomingdale, IL Phone: Fax:
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 should be following up with you shortly to discuss a proper resolution to this issue
Initial Business Response / [redacted] (1000, 20, 2015/09/29) */ Initial Consumer Rebuttal / [redacted] (3000, 22, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no response Final Business Response / [redacted] (4000, 24, 2015/10/06) */ An internal case will be set up and the Area Manager will review/contact customer to attempt to resolve the issue
We apologize for any inconvenience this matter may have causedWe have verified with [redacted] that the promotional rate has been applied and any previous interest charges have been reversedIn addition, our records indicate that management has been in contact and a credit has been issued towards the final bill to help make things rightPlease reach back out to Field Management should you have any additional concerns
Thank you for reaching out so that management can investigate your concerns furtherManagement has reviewed the additional services performed at your third-party shop and reached out to you via email to discuss this matter furtherPlease reach back out to management should you have any additional questions regarding their findings
Initial Business Response / [redacted] (1000, 6, 2015/08/18) */ Ms[redacted] I am sorry that you feel Firestone Complete Auto Care (FCAC) gave you mis-informationIt is never our intent to mislead a customer for our gainAll of our technicians are ASE certified and strive to provide accurate diagnosis to our customersUnfortunately automotive repair is not an exacate scienceThere can be many different opinions on how to repair a vehicleHowever showing that FCAC is an ethical business I will honor your request for the return of your $diagnosisThis in no way admits fault of our original diagnosis we stand by the reccomendations that we orginally gave to youI hope that you will continue to use FCAC for you automotive repair needs Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 8, 2015/04/22) */ Bridgestone/Firestone maintains the best values in integrity with regards to customer service We provided the customer with the work that she paid forAny perceived misconduct by our employees is totally misplacedWe strive to provide all our customers with the best service possible to keep them satisfied and coming backIf this customer is less than satisfied, we would refund the $ Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/04/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Firestone did the right thing and issued a refundWe appreciate their attention to customer careWe are completely satisfied with the resolution of this matterThank you for your assistance
Initial Business Response / [redacted] (1000, 21, 2015/09/09) */ Is there anyway the Revdex.com can help find out from this customer if this has already been resolved? Due to the age, I can't find any case on this in our system Initial Consumer Rebuttal / [redacted] (3000, 23, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) This case was never resolvedI still have all of the original paperwork Final Business Response / [redacted] (4000, 25, 2015/09/22) */ Per the Area Manager this has been resolved: We have agreed to return the customers grievance of $the money he said he had to pay at the Goodyear location he has referenced, since his original complaint back in January he has been back to us and has received his alignment services Thanks Gary A [redacted] Area Manager ORCW Central Florida Region Final Consumer Response / [redacted] (2000, 27, 2015/09/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 17, 2015/05/25) */ Contact Name and Title: [redacted] Contact Phone: Area Manager Contact Email: [redacted] @bfrc.com We contacted customer to resolve this issueDiscussed issue with the customer and explained that there was never any "sabotoge to his tire or his vehicleThe tire repair that the location performed was a corrct and an industry standard repairHowever, if he was not satisfied we would refund the money he spent at the location, the customer agreedWe then issued a refund to the customer for $in cash that his wife collected the cash from the locationAfter that he called back to corporate and stated he was still not satisfied and requested a refund for the repaired tireCorporate issued a refund to the customer for the tire as a customer satisfaction goodwill resoloutionPlease close this fileThank you for your assisatance Initial Consumer Rebuttal / [redacted] (2000, 19, 2015/05/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Glad that this got resolved! Great job folksstars to [redacted] and [redacted]
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 indicated that he has reached out to you and made arrangements for you to take the vehicle to another one of our locationsThey will also be providing a rental while they get this issue taken care ofPlease follow up with the Area Manger for any further questions/concernsThank you
We apologize that this matter was not resolved sooner and thank you for escalating this furtherOur records indicate that once management was alerted of your concerns the full reimbursement for differential repairs was issuedWe apologize for any inconvenience this may have caused and encourage you to reach back out to management should there be any additional concerns or questions
Thank you for alerting us of your brake service concerns so that field management can help make certain a resolution is reachedWe have reviewed this matter with management and realize that a mutual agreement has been reached at this timePlease feel free to contact management back should you have any additional questions or concerns
Initial Business Response / [redacted] (1000, 7, 2015/10/06) */ Would the customer like this to be reviewed by our corporate claims department? We could send an independent inspector out to verify if the failure is related to any of our work or notHowever, the claims advisor would need to contact Mr [redacted] directly throughout this process Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I definitely would like to speak with corporateI contacted corporate a month ago, but apparently corporate continues to allow the local Firestone store to handle this matterWhich to this point has not resolvedThis response comes a month to late as I have already paid another auto shop to replace the engineI only ask that this local business accept some responsibility, seeing as this Firestone store was the only business to recently perform any engine work on this car Final Consumer Response / [redacted] (4200, 13, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Until I actually speak to someone from corporate, I wil not accept any proposals Final Business Response / [redacted] (4000, 16, 2015/10/26) */ I do not see the consumer's rebuttal?
Initial Business Response / [redacted] (1000, 8, 2015/04/15) */ Contact Name and Title: [redacted] Area Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com After receiving Mr***'s original concerns lodged with our internal Consumer Affairs team, Area Manager [redacted] contacted Mr*** Area Manager [redacted] listened to Mr***'s concernsMr [redacted] explained that he had visited our Firestone location in Delran NJ to have his vehicle diagnosed as the check engine light was lit on the dashHe went on to explain how our ASE certified technicians examined the vehicle and determined the Bank catalytic convertors had failedHe explained that our sales team suggested replacing both "bank one" catalytic convertors and both oxygen sensors on the same side as the failing catalytic convertorsHe acknowledged his approval of the repairs which cost over $He expressed his concerns as four months and nearly 6,miles after the repairs, the check engine light was illuminating on the dashArea Manager [redacted] was sure to answer any questions Mr [redacted] had and assured Mr [redacted] he would fully investigate the situationDuring this original conversation Area Manager [redacted] explained many causes of a check engine signal illumination as well as manufacturer "Drive Cycles." A drive cycle is a series of data points representing the speed of a vehicle versus timeDriving cycles are produced by different manufacturers and organizations to assess the performance of vehicles in various ways, as for example fuel consumption and polluting emissions(Catalytic Convertors are related to polluting emissions) It was explained to Mr [redacted] that during a drive cycle various components and sensors are tested by a vehicle's onboard computer systemIf any component fails the test, the result will be a check engine signal illuminating on the dashIn addition, after a vehicle completes a drive cycle, our technicians are able to check all sensors and systems to be sure they are "ready." If the system indicates all sensors and systems are ready and no dash lights are illuminating, we can confirm a repairA typical drive cycle can be performed in minutes and at most in a couple days of drivingMr [redacted] acknowledged his understanding of Area Manager ***'s detailed explanationsThe phone call was ended after Area Manager [redacted] committed to a detailed investigation The following are the findings of Area Manager ***'s investigation: The original visit was on September 11th The vehicle had 100,miles on the odometerAfter performing the diagnostics, our ASE certified technician recommended both "bank one" catalytic convertors and Oxygen sensorsThe cost of the diagnostics and repairs were over $3,This is a typical cost of multiple catalytic convertor repairsMr [redacted] agreed to have the work performedThe repairs were made by our ASE certified techniciansThe new components were tested for quality assuranceWhen our technicians determined the repair was done correctly, our management team contacted Mr [redacted] to notify him that the vehicle was ready to be picked upMr [redacted] later made payment and signed for the vehicle authorizing his consent to pay for the work performed A second UNRELATED visit was made on January 19th The vehicle had 105,miles on the odometerThe vehicle was in for a simple oil changeThere were no dash lights on the vehicle and no reports on any issues related to the repairs done on September 11th With over 5,miles on the vehicle since repair, the vehicle would have gone thru potentially dozens of drive cycles testing the components replaced four months prior A third visit to Firestone was made by Mr***'s wife on an undetermined dateShe claimed her engine light was on and wanted it diagnosedGiven the time and mileage that had passed since the September repair, our sales teammate suggested she pay for another diagnosisMrs [redacted] declined the serviceWhile this is standard practice as the engine light can illuminate for literally hundreds of different reasons, in hindsight our teammate could have offered a courtesy diagnosis After learning of the potential charge for a diagnosis, Mr [redacted] returned on 1-31-(The vehicle's odometer read 106,) He expressed his concerns and our management team diagnosed the vehicle free of chargeThe same code that was found in September was found in the systemThe code is or a catalyst efficiency codeThe bank one catalytic convertors were tested along with the oxygen sensors that we had already replacedThese items tested to be functional and in working orderThe bank two convertors were indicating failureThis [redacted] truck is rare in that it has two banks, both with two catalytic convertorsThe vehicle also has four oxygen sensorsThese findings were reported to Mr***Mr [redacted] not having the knowledge in this field grew upsetHis vantage point was that "the engine light was back on and therefore Firestone was responsible." He expressed this concern to our store teammatesGiven that we are a customer focused organization, our management team offered to perform the labor of repairing the new issue free of chargeThey explained to Mr [redacted] that he would have to pay for the parts as catalytic convertors are purchased on the outside from either dealers or other parts vendorsCatalytic convertors contain precious metal and therefore are very costly to both installers and customersMr [redacted] was not happy with this offerSubsequently he generated the call to our internal consumer affairs department which set off a chain reaction leading to this investigation After discovering the above stated events, Area Manager [redacted] called and emailed Mr.***Mr [redacted] returned an email letting [redacted] know he was out of the country and would be returning in a few weeksHe also let AM [redacted] know Mrs [redacted] was available if he wanted to deliver the findings to herAM [redacted] chose to wait as he had an ongoing dialogue with Mr***When contact was made with Mr [redacted] a few weeks later, Area Manager [redacted] explained the findings over the phoneArea Manager [redacted] apologized for our store teammates not offering a courtesy diagnosis to Mrs***Area Manager once again explained a drive cycle and that hundreds of reasons certain codes and engine lights can be triggered by onboard diagnostics systemsArea Manager [redacted] explained that the convertors that are now bad, are not the same parts that were replaced in September Area Manager [redacted] also explained how it would have been unethical for our team to sell all four catalytic convertors back in SeptemberOnly the bank one side was failing at the timeAM [redacted] also explained that it isn't uncommon for components to go bad on a vehicle after 100,***Especially components that are like other components on the vehicle and perform like functions that have previously went badAM [redacted] offered to meet Mr [redacted] to review these findings and show Mr [redacted] the components on his vehicleAM [redacted] also offered to have the vehicle repaired at a discounted rate to show a sign of good faithMr [redacted] declined the offerDuring this phone call Mr [redacted] acknowledged his understanding of the explanation, but expressed his frustration that his check engine light was illuminatingAM [redacted] once again explained that engine lights come on for various reasonsWhen one repair is performed to alleviate an engine light, another component will eventually go bad triggering the light to come back onThis could be years, months, or even days after a repairMr [redacted] acknowledged his understanding of the workings of an onboard computer system and the many reasons a check engine light can be triggeredThe phone call was ended and the matter was put to rest until the Revdex.com contacted us recentlyOur offer still stands to perform the labor free of charge as Mr [redacted] will be responsible for all costs associated to parts I have also included this snip (see below) from [redacted] to illustrate the reason why converters cost as much as they do(they contain precious metals) A catalytic converter is a device used to convert toxic vehicle emissions to less harmful substances by way of catalyzed, or accelerated, chemical reactionsMost present-day vehicles that run on gasoline, including automobiles, trucks, buses, trains, motorcycles, and planes, have exhaust systems employing a catalytic converter.The catalyst component of a catalytic converter is usually platinum (Pt), along with palladium (Pd), and rhodium (Rh)
(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 11690816, and find that this resolution is satisfactory to me Sincerely, Colleen [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/04/10) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com Spoke to the customer about the situation and customer expressed gratitude for reaching out with themBoss wanted compensated for the long time spent in the storeAgreed to give the BOSS a free tire and the second tire 50% off
Complaint: I am rejecting this response because:I do not believe this has been appropriately addressed by the business to ensure the shop management does not continue with dishonest repair practicesI would like to know what has been done to address this from happening again Sincerely, Sandra ***
Good Afternoon, Thank you for bringing your concerns to our attention in regards to your Revdex.com complaint submittedWe always appreciate feedback because it's imperative that we are aware of our customer's concerns so we can address and correct the problems I wanted to gather some more information so we can address these concerns with management to ensure that we are always providing superb customer servicePlease let me know which store you visited and the invoice number/name associated with the invoice so that I can relay this information to the proper Area Manager I look forward to hearing from you Best Regards, Jessica Jessica [redacted] SrCustomer Retention Specialist Bridgestone Retail Operations ELake Street Bloomingdale, IL Phone: Fax:
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 should be following up with you shortly to discuss a proper resolution to this issue
Initial Business Response / [redacted] (1000, 20, 2015/09/29) */ Initial Consumer Rebuttal / [redacted] (3000, 22, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no response Final Business Response / [redacted] (4000, 24, 2015/10/06) */ An internal case will be set up and the Area Manager will review/contact customer to attempt to resolve the issue
Complaint: [redacted] I am rejecting this response because:An agreement has been reached but no payment for it has been received Sincerely, D***
Initial Business Response / [redacted] (1000, 20, 2015/09/09) */ I've emailed the Area Manager to see if he recalls how this was resolved
We apologize for any inconvenience this matter may have causedWe have verified with [redacted] that the promotional rate has been applied and any previous interest charges have been reversedIn addition, our records indicate that management has been in contact and a credit has been issued towards the final bill to help make things rightPlease reach back out to Field Management should you have any additional concerns
Thank you for reaching out so that management can investigate your concerns furtherManagement has reviewed the additional services performed at your third-party shop and reached out to you via email to discuss this matter furtherPlease reach back out to management should you have any additional questions regarding their findings
Initial Business Response / [redacted] (1000, 6, 2015/08/18) */ Ms[redacted] I am sorry that you feel Firestone Complete Auto Care (FCAC) gave you mis-informationIt is never our intent to mislead a customer for our gainAll of our technicians are ASE certified and strive to provide accurate diagnosis to our customersUnfortunately automotive repair is not an exacate scienceThere can be many different opinions on how to repair a vehicleHowever showing that FCAC is an ethical business I will honor your request for the return of your $diagnosisThis in no way admits fault of our original diagnosis we stand by the reccomendations that we orginally gave to youI hope that you will continue to use FCAC for you automotive repair needs Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 8, 2015/04/22) */ Bridgestone/Firestone maintains the best values in integrity with regards to customer service We provided the customer with the work that she paid forAny perceived misconduct by our employees is totally misplacedWe strive to provide all our customers with the best service possible to keep them satisfied and coming backIf this customer is less than satisfied, we would refund the $ Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/04/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Firestone did the right thing and issued a refundWe appreciate their attention to customer careWe are completely satisfied with the resolution of this matterThank you for your assistance
Initial Business Response / [redacted] (1000, 21, 2015/09/09) */ Is there anyway the Revdex.com can help find out from this customer if this has already been resolved? Due to the age, I can't find any case on this in our system Initial Consumer Rebuttal / [redacted] (3000, 23, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) This case was never resolvedI still have all of the original paperwork Final Business Response / [redacted] (4000, 25, 2015/09/22) */ Per the Area Manager this has been resolved: We have agreed to return the customers grievance of $the money he said he had to pay at the Goodyear location he has referenced, since his original complaint back in January he has been back to us and has received his alignment services Thanks Gary A [redacted] Area Manager ORCW Central Florida Region Final Consumer Response / [redacted] (2000, 27, 2015/09/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 17, 2015/05/25) */ Contact Name and Title: [redacted] Contact Phone: Area Manager Contact Email: [redacted] @bfrc.com We contacted customer to resolve this issueDiscussed issue with the customer and explained that there was never any "sabotoge to his tire or his vehicleThe tire repair that the location performed was a corrct and an industry standard repairHowever, if he was not satisfied we would refund the money he spent at the location, the customer agreedWe then issued a refund to the customer for $in cash that his wife collected the cash from the locationAfter that he called back to corporate and stated he was still not satisfied and requested a refund for the repaired tireCorporate issued a refund to the customer for the tire as a customer satisfaction goodwill resoloutionPlease close this fileThank you for your assisatance Initial Consumer Rebuttal / [redacted] (2000, 19, 2015/05/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Glad that this got resolved! Great job folksstars to [redacted] and [redacted]
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 indicated that he has reached out to you and made arrangements for you to take the vehicle to another one of our locationsThey will also be providing a rental while they get this issue taken care ofPlease follow up with the Area Manger for any further questions/concernsThank you
We apologize that this matter was not resolved sooner and thank you for escalating this furtherOur records indicate that once management was alerted of your concerns the full reimbursement for differential repairs was issuedWe apologize for any inconvenience this may have caused and encourage you to reach back out to management should there be any additional concerns or questions
Thank you for alerting us of your brake service concerns so that field management can help make certain a resolution is reachedWe have reviewed this matter with management and realize that a mutual agreement has been reached at this timePlease feel free to contact management back should you have any additional questions or concerns
Initial Business Response / [redacted] (1000, 7, 2015/10/06) */ Would the customer like this to be reviewed by our corporate claims department? We could send an independent inspector out to verify if the failure is related to any of our work or notHowever, the claims advisor would need to contact Mr [redacted] directly throughout this process Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I definitely would like to speak with corporateI contacted corporate a month ago, but apparently corporate continues to allow the local Firestone store to handle this matterWhich to this point has not resolvedThis response comes a month to late as I have already paid another auto shop to replace the engineI only ask that this local business accept some responsibility, seeing as this Firestone store was the only business to recently perform any engine work on this car Final Consumer Response / [redacted] (4200, 13, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Until I actually speak to someone from corporate, I wil not accept any proposals Final Business Response / [redacted] (4000, 16, 2015/10/26) */ I do not see the consumer's rebuttal?
Initial Business Response / [redacted] (1000, 8, 2015/04/15) */ Contact Name and Title: [redacted] Area Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com After receiving Mr***'s original concerns lodged with our internal Consumer Affairs team, Area Manager [redacted] contacted Mr*** Area Manager [redacted] listened to Mr***'s concernsMr [redacted] explained that he had visited our Firestone location in Delran NJ to have his vehicle diagnosed as the check engine light was lit on the dashHe went on to explain how our ASE certified technicians examined the vehicle and determined the Bank catalytic convertors had failedHe explained that our sales team suggested replacing both "bank one" catalytic convertors and both oxygen sensors on the same side as the failing catalytic convertorsHe acknowledged his approval of the repairs which cost over $He expressed his concerns as four months and nearly 6,miles after the repairs, the check engine light was illuminating on the dashArea Manager [redacted] was sure to answer any questions Mr [redacted] had and assured Mr [redacted] he would fully investigate the situationDuring this original conversation Area Manager [redacted] explained many causes of a check engine signal illumination as well as manufacturer "Drive Cycles." A drive cycle is a series of data points representing the speed of a vehicle versus timeDriving cycles are produced by different manufacturers and organizations to assess the performance of vehicles in various ways, as for example fuel consumption and polluting emissions(Catalytic Convertors are related to polluting emissions) It was explained to Mr [redacted] that during a drive cycle various components and sensors are tested by a vehicle's onboard computer systemIf any component fails the test, the result will be a check engine signal illuminating on the dashIn addition, after a vehicle completes a drive cycle, our technicians are able to check all sensors and systems to be sure they are "ready." If the system indicates all sensors and systems are ready and no dash lights are illuminating, we can confirm a repairA typical drive cycle can be performed in minutes and at most in a couple days of drivingMr [redacted] acknowledged his understanding of Area Manager ***'s detailed explanationsThe phone call was ended after Area Manager [redacted] committed to a detailed investigation The following are the findings of Area Manager ***'s investigation: The original visit was on September 11th The vehicle had 100,miles on the odometerAfter performing the diagnostics, our ASE certified technician recommended both "bank one" catalytic convertors and Oxygen sensorsThe cost of the diagnostics and repairs were over $3,This is a typical cost of multiple catalytic convertor repairsMr [redacted] agreed to have the work performedThe repairs were made by our ASE certified techniciansThe new components were tested for quality assuranceWhen our technicians determined the repair was done correctly, our management team contacted Mr [redacted] to notify him that the vehicle was ready to be picked upMr [redacted] later made payment and signed for the vehicle authorizing his consent to pay for the work performed A second UNRELATED visit was made on January 19th The vehicle had 105,miles on the odometerThe vehicle was in for a simple oil changeThere were no dash lights on the vehicle and no reports on any issues related to the repairs done on September 11th With over 5,miles on the vehicle since repair, the vehicle would have gone thru potentially dozens of drive cycles testing the components replaced four months prior A third visit to Firestone was made by Mr***'s wife on an undetermined dateShe claimed her engine light was on and wanted it diagnosedGiven the time and mileage that had passed since the September repair, our sales teammate suggested she pay for another diagnosisMrs [redacted] declined the serviceWhile this is standard practice as the engine light can illuminate for literally hundreds of different reasons, in hindsight our teammate could have offered a courtesy diagnosis After learning of the potential charge for a diagnosis, Mr [redacted] returned on 1-31-(The vehicle's odometer read 106,) He expressed his concerns and our management team diagnosed the vehicle free of chargeThe same code that was found in September was found in the systemThe code is or a catalyst efficiency codeThe bank one catalytic convertors were tested along with the oxygen sensors that we had already replacedThese items tested to be functional and in working orderThe bank two convertors were indicating failureThis [redacted] truck is rare in that it has two banks, both with two catalytic convertorsThe vehicle also has four oxygen sensorsThese findings were reported to Mr***Mr [redacted] not having the knowledge in this field grew upsetHis vantage point was that "the engine light was back on and therefore Firestone was responsible." He expressed this concern to our store teammatesGiven that we are a customer focused organization, our management team offered to perform the labor of repairing the new issue free of chargeThey explained to Mr [redacted] that he would have to pay for the parts as catalytic convertors are purchased on the outside from either dealers or other parts vendorsCatalytic convertors contain precious metal and therefore are very costly to both installers and customersMr [redacted] was not happy with this offerSubsequently he generated the call to our internal consumer affairs department which set off a chain reaction leading to this investigation After discovering the above stated events, Area Manager [redacted] called and emailed Mr.***Mr [redacted] returned an email letting [redacted] know he was out of the country and would be returning in a few weeksHe also let AM [redacted] know Mrs [redacted] was available if he wanted to deliver the findings to herAM [redacted] chose to wait as he had an ongoing dialogue with Mr***When contact was made with Mr [redacted] a few weeks later, Area Manager [redacted] explained the findings over the phoneArea Manager [redacted] apologized for our store teammates not offering a courtesy diagnosis to Mrs***Area Manager once again explained a drive cycle and that hundreds of reasons certain codes and engine lights can be triggered by onboard diagnostics systemsArea Manager [redacted] explained that the convertors that are now bad, are not the same parts that were replaced in September Area Manager [redacted] also explained how it would have been unethical for our team to sell all four catalytic convertors back in SeptemberOnly the bank one side was failing at the timeAM [redacted] also explained that it isn't uncommon for components to go bad on a vehicle after 100,***Especially components that are like other components on the vehicle and perform like functions that have previously went badAM [redacted] offered to meet Mr [redacted] to review these findings and show Mr [redacted] the components on his vehicleAM [redacted] also offered to have the vehicle repaired at a discounted rate to show a sign of good faithMr [redacted] declined the offerDuring this phone call Mr [redacted] acknowledged his understanding of the explanation, but expressed his frustration that his check engine light was illuminatingAM [redacted] once again explained that engine lights come on for various reasonsWhen one repair is performed to alleviate an engine light, another component will eventually go bad triggering the light to come back onThis could be years, months, or even days after a repairMr [redacted] acknowledged his understanding of the workings of an onboard computer system and the many reasons a check engine light can be triggeredThe phone call was ended and the matter was put to rest until the Revdex.com contacted us recentlyOur offer still stands to perform the labor free of charge as Mr [redacted] will be responsible for all costs associated to parts I have also included this snip (see below) from [redacted] to illustrate the reason why converters cost as much as they do(they contain precious metals) A catalytic converter is a device used to convert toxic vehicle emissions to less harmful substances by way of catalyzed, or accelerated, chemical reactionsMost present-day vehicles that run on gasoline, including automobiles, trucks, buses, trains, motorcycles, and planes, have exhaust systems employing a catalytic converter.The catalyst component of a catalytic converter is usually platinum (Pt), along with palladium (Pd), and rhodium (Rh)
(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 11690816, and find that this resolution is satisfactory to me Sincerely, Colleen [redacted]