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 alerting us of your concerns so that Field Management has an opportunity to address this furtherWe have created a formal case and asked our Area Manager to reach out to you within the next 1-business days to discuss how we can help make things rightPlease reach out to us at [email protected] should you have any additional questions or information relevant to your case
Initial Business Response /* (1000, 20, 2015/06/02) */
Contact Name and Title: *** ***, Area Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
I contacted the customer and went over her concernsthe alignment service was performed over years ago and I explained that this
service is one that neeeds to be inspected periodicallyI asked her to call me on her next tire purchase so I could give her a reduced price on her tiresConcern has been resolved
We apologize for any error on our part when communicating the tire package options we offerAfter receiving your concerns, our records indicate that Field Management has been in contact with you to resolve the issuePlease feel free to reach out to our Store Teammates directly should you have any
additional concerns with the tires purchased
Initial Business Response /* (1000, 15, 2015/10/14) */
An internal case was set up to review/resolve the issueJim *** (Area Manager) indicated that he has left messages with the customer with no responsePlease have the customer follow up with the Area Manager if he wishes to resolve this
matterThank you
Initial Business Response /* (1000, 5, 2014/08/21) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
I have resolved the issue with the customers repairWe have reached an agreement and consider the matter resolved
Business Response /*
(4000, 13, 2014/09/12) */
it appears that this is being handled by the district
Complaint: ***
I am rejecting this response because: It's an internal problem if the tires did not make it back to Bridgestone. I was instructed with the last faulty tire to bring it to a Firestone store (which I didn't know existed or was the same as Bridgestone). After opening the complaint with Bridgestone after the last tire, I was told to bring that one to the Firestone Complete store to see what's going on and have it replaced. I did exactly as told and you should have that tire in your possession. There was a warranty claim number and everything.I've been offered absolutely no resolution and just keep getting excuses why you're unable to address my concerns
Sincerely,
*** ***
Initial Business Response /* (1000, 19, 2015/09/04) */
STORE HAS CONTACTED ANTHONY AND HE WAS DROPPING THE TRUCK OFF 8/25/TO LET US SEE WHERE THE VIBRATION IS COMING FROM
We would like to apologize as the information that local management provided about how much was paid was not accurate due to a miscommunication in our case notes from the claimThis information has been correctedThe total amount paid to the shop to fix Ms***'s vehicle was $We apologize for the mistakeThe claims department investigated Ms***'s case and paid *** Auto Repair to fix the vehicleAt this point, her claim has been closed as resolved
The store manager at our location told me he asked the customer to take the vehicle to the dealer for investigation. We feel it is best for a 3rd party to be involved. If they dealer verifies that Firestone incorrectly repaired the vehicle, then we can take responsibilty. If they
say it is unrelated or could not be caused by what Firestone did, the customer shall be responsible. The store manager informed me the customer has not taken the vehicle to a dealer yet. Respectfully, we ask for that to happen before we make a judgement either way. Thank you. Ryan ***Austin Area ManagerFirestone Complete Auto Care
Complaint: ***
I am rejecting this response because: if we picked up the truck from your facility and it stops and the engine blew on the highway how is that not your responsibility you mentioned that you had inspection done from private facilities how do you do that when the truck is in our parking lot and no one ever showed up if I need to get an attorney involved I will , but I will not accept that answer nor have to pay out of pocket for your company mistakes
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,
*** *** ***
Thank you for alerting us of your concerns so that this matter can be properly addressedWe assure you that we take any allegations of vehicle damage very seriously and this matter has since been investigated to the fullest extent of our abilityA third-party inspection company was sent to your
vehicle to help determine a root cause of the vehicle failureThe inspection report indicated that the services previously performed by Firestone Complete Auto Care did not cause or contribute to the current vehicle issuesWe apologize for these unfortunate circumstances and ask that you please contact your claims advisor should you obtain any documentation yielding conflicting findings
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 indicates he attempted to resolve by offering a partial refund which was not initially acceptedThe reason that only a partial refund was offered was due to the fact that the vehicle came in with bad oil leaksAfter replacing the valve cover gasket (requested by the customer) the vehicle was degreased the day of serviceMore leaks were then noticed which could not be detected with all of the oil that was leakingWe apologize for the situation, however our offer still stands for a 50% refund of servicePlease let us know if you accept this so we can get that processed
Initial Business Response /* (1000, 5, 2015/06/08) */
Contact Name and Title: Blake Area Manager
we have gone through all of the proper channels per our policy for this customerWe filed a claim who in turn hired out a 3rd party fire investigator to determine faultThey deemed the cooling system
repairs had nothing to do with the source of ignition and that a power steering leak had leaked onto the hot exhaust manifold which in turn started the fireWe cannot at this time take liability for this incidentThis has been communicated to the customer by our claims departmentAt this time we are not going take responsibility for damage to vehicleI understand they had just purchased the car prior to having the repairs done and didn't have full coverage insurance but our repairs did not start the customers fire
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because in the beginning of this issue they offered to reimburse my repair billNow they are offering nothingI have documentation stating they were willing to refund my repairsIf their repairs were not to blame for incident why did they offer to reimburse me for my repairs
03:36:PM *** Thank you! Just a moment and I will have a file number for you!
03:38:PM *** Your file number is XXXXXXXYou should be able to get a refund
I would be happy with repair bill refunded at this point
Final Business Response /* (4000, 9, 2015/06/16) */
Contact Name and Title: Blake Area Manager
As I understand the feelings that *** is having, I have researched, the text that was added*** did not put the full text on there, we said if the inspector found what work we had done had caused the fire, we would have reimbursed for the service we performedThe service we did on the car did not cause it to catch on fireThe text was sent before the car was even looked atWe are not liable for the car catching on fire and are not reimbursing for work that fixed the problem it was brought in for
Initial Business Response /* (1000, 8, 2015/04/13) */
Contact Name and Title: *** *** Area Manag
Contact Phone: XXX XXX-XXXX
Contact Email: ***@bfrc.com
Spoke to customer, Had vehicle aligned elsewhere and they made the correctionHe is asking for a refund of for the cost
of the alignment
We also spoke about the issue with the drain plug and he understand that we were not at fault and he is ok with it
Mr*** will be here later to receive his refund!!
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 ***
We sincerely apologize for any delay in responseOur file indicates that at this time management has reached out and reimbursement has been issued to help make things right
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 alerting us of your concerns so that Field Management has an opportunity to address this furtherWe have created a formal case and asked our Area Manager to reach out to you within the next 1-business days to discuss how we can help make things rightPlease reach out to us at
[email protected] should you have any additional questions or information relevant to your case
Initial Business Response /* (1000, 20, 2015/06/02) */
Contact Name and Title: *** ***, Area Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
I contacted the customer and went over her concernsthe alignment service was performed over years ago and I explained that this
service is one that neeeds to be inspected periodicallyI asked her to call me on her next tire purchase so I could give her a reduced price on her tiresConcern has been resolved
We apologize for any error on our part when communicating the tire package options we offerAfter receiving your concerns, our records indicate that Field Management has been in contact with you to resolve the issuePlease feel free to reach out to our Store Teammates directly should you have any
additional concerns with the tires purchased
Initial Business Response /* (1000, 15, 2015/10/14) */
An internal case was set up to review/resolve the issueJim *** (Area Manager) indicated that he has left messages with the customer with no responsePlease have the customer follow up with the Area Manager if he wishes to resolve this
matterThank you
Initial Business Response /* (1000, 5, 2014/08/21) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
I have resolved the issue with the customers repairWe have reached an agreement and consider the matter resolved
Business Response /*
(4000, 13, 2014/09/12) */
it appears that this is being handled by the district
Complaint: ***
I am rejecting this response because: It's an internal problem if the tires did not make it back to Bridgestone. I was instructed with the last faulty tire to bring it to a Firestone store (which I didn't know existed or was the same as Bridgestone). After opening the complaint with Bridgestone after the last tire, I was told to bring that one to the Firestone Complete store to see what's going on and have it replaced. I did exactly as told and you should have that tire in your possession. There was a warranty claim number and everything.I've been offered absolutely no resolution and just keep getting excuses why you're unable to address my concerns
Sincerely,
*** ***
Initial Business Response /* (1000, 19, 2015/09/04) */
STORE HAS CONTACTED ANTHONY AND HE WAS DROPPING THE TRUCK OFF 8/25/TO LET US SEE WHERE THE VIBRATION IS COMING FROM
We would like to apologize as the information that local management provided about how much was paid was not accurate due to a miscommunication in our case notes from the claimThis information has been correctedThe total amount paid to the shop to fix Ms***'s vehicle was $We apologize for the mistakeThe claims department investigated Ms***'s case and paid *** Auto Repair to fix the vehicleAt this point, her claim has been closed as resolved
The store manager at our location told me he asked the customer to take the vehicle to the dealer for investigation. We feel it is best for a 3rd party to be involved. If they dealer verifies that Firestone incorrectly repaired the vehicle, then we can take responsibilty. If they
say it is unrelated or could not be caused by what Firestone did, the customer shall be responsible. The store manager informed me the customer has not taken the vehicle to a dealer yet. Respectfully, we ask for that to happen before we make a judgement either way. Thank you. Ryan ***Austin Area ManagerFirestone Complete Auto Care
Initial Business Response /* (1000, 5, 2015/10/15) */
An internal case has been set up for the Area Manager to review and resolve
Complaint: ***
I am rejecting this response because: if we picked up the truck from your facility and it stops and the engine blew on the highway how is that not your responsibility you mentioned that you had inspection done from private facilities how do you do that when the truck is in our parking lot and no one ever showed up if I need to get an attorney involved I will , but I will not accept that answer nor have to pay out of pocket for your company mistakes
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,
*** *** ***
Thank you for alerting us of your concerns so that this matter can be properly addressedWe assure you that we take any allegations of vehicle damage very seriously and this matter has since been investigated to the fullest extent of our abilityA third-party inspection company was sent to your
vehicle to help determine a root cause of the vehicle failureThe inspection report indicated that the services previously performed by Firestone Complete Auto Care did not cause or contribute to the current vehicle issuesWe apologize for these unfortunate circumstances and ask that you please contact your claims advisor should you obtain any documentation yielding conflicting findings
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 indicates he attempted to resolve by offering a partial refund which was not initially acceptedThe reason that only a partial refund was offered was due to the fact that the vehicle came in with bad oil leaksAfter replacing the valve cover gasket (requested by the customer) the vehicle was degreased the day of serviceMore leaks were then noticed which could not be detected with all of the oil that was leakingWe apologize for the situation, however our offer still stands for a 50% refund of servicePlease let us know if you accept this so we can get that processed
The Area Manager spoke to the customer and they credited her *** card and the car is repaired
Initial Business Response /* (1000, 5, 2015/06/08) */
Contact Name and Title: Blake Area Manager
we have gone through all of the proper channels per our policy for this customerWe filed a claim who in turn hired out a 3rd party fire investigator to determine faultThey deemed the cooling system
repairs had nothing to do with the source of ignition and that a power steering leak had leaked onto the hot exhaust manifold which in turn started the fireWe cannot at this time take liability for this incidentThis has been communicated to the customer by our claims departmentAt this time we are not going take responsibility for damage to vehicleI understand they had just purchased the car prior to having the repairs done and didn't have full coverage insurance but our repairs did not start the customers fire
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because in the beginning of this issue they offered to reimburse my repair billNow they are offering nothingI have documentation stating they were willing to refund my repairsIf their repairs were not to blame for incident why did they offer to reimburse me for my repairs
03:36:PM *** Thank you! Just a moment and I will have a file number for you!
03:38:PM *** Your file number is XXXXXXXYou should be able to get a refund
I would be happy with repair bill refunded at this point
Final Business Response /* (4000, 9, 2015/06/16) */
Contact Name and Title: Blake Area Manager
As I understand the feelings that *** is having, I have researched, the text that was added*** did not put the full text on there, we said if the inspector found what work we had done had caused the fire, we would have reimbursed for the service we performedThe service we did on the car did not cause it to catch on fireThe text was sent before the car was even looked atWe are not liable for the car catching on fire and are not reimbursing for work that fixed the problem it was brought in for
Initial Business Response /* (1000, 8, 2015/04/13) */
Contact Name and Title: *** *** Area Manag
Contact Phone: XXX XXX-XXXX
Contact Email: ***@bfrc.com
Spoke to customer, Had vehicle aligned elsewhere and they made the correctionHe is asking for a refund of for the cost
of the alignment
We also spoke about the issue with the drain plug and he understand that we were not at fault and he is ok with it
Mr*** will be here later to receive his refund!!
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 ***
We sincerely apologize for any delay in responseOur file indicates that at this time management has reached out and reimbursement has been issued to help make things right