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
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,
*** *** ***
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!!
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
Thank you for alerting us of your concerns so that this matter can be properly addressed by our Store Damage Claims DepartmentAt this time a Claims Advisor has been assigned to your caseOur case notes indicate that contact has been established as of 10/Please reach out to your assigned
claims advisor directly should you have any questions or concerns about your case
We apologize if this was not originally addressed to your satisfactionAfter investigation by Area Management, our file created for your concerns indicates that a mutual resolution has been reachedIf this is not the case, please reach back out to field management for additional review
An internal case has been set up for the Area Manager to review and handle the complaint with the associate involvedAlso, we are going to refund the customer the requested amount to take care of the issue as customer satisfactionThank you for bringing these concerns to our attention
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 resolve. The Area Manager indicates that he has already worked out an agreement with you and apologized for the situationThey agreed to do the wires and no charge and a no charge diagnosis to verify his concern. Again, we apologize for the trouble this issue has caused and we hope to see you back in the future!
Initial Business Response /* (1000, 19, 2015/05/11) */
good morning I have left several messages for Mr *** with no response I had his car check at another location and they could not get the problem to occur.the customer has requested a refund of $and I am giving them a credit for that
amount will have by 05-15-
Initial Consumer Rebuttal /* (2000, 21, 2015/05/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because it's what I requested and deem fair
Complaint: ***
I am rejecting this response because:accept your apology for miscommunication but your tire manager (***) was extremely rude and told me to leaveWe were talking and I disagree with him and he told me to leaveI called the district office to complain about his attitude toward me and the district manager never call me backI want a call from the district manager.
Sincerely,
*** ***
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 resolutionThank you
Initial Business Response /* (1000, 6, 2015/09/04) */
The customer thought the bill was all labor, they explained the breakdown and the customer is OK with it now
Initial Business Response /* (1000, 8, 2015/04/10) */
Contact Name and Title: *** *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@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
This has been referred to our corporate claims departmentThe claims advisor has left a message for the customer and is awaiting a call back to discuss the issue
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
Our offer of a 50% refund of service still standsPlease let us know if you reconsiderManagement feels this is a fair offer as they performed the service that you came in for and requestedAlso, the other leaks weren't found until after this leak was fixed and degreasedWe apologize for any misunderstandings, but management feels that a 50% customer satisfaction refund is a fair solution to this matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11503587, and find that this resolution is satisfactory to me
Thank you
Sincerely,
Lisa ***
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 resolve. After review, the Area Manager indicates this complaint has been resolved and a refund check for $was issuedWe hope we were able to make this right by you and we hope this was resolved to your satisfaction
Initial Business Response /* (1000, 5, 2015/07/24) */
Contact Name and Title: Steve *** AM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
I would be happy to refund the amount for the pumpPleaes contact me at your earliest opportunity to arrange a refund
Initial Consumer
Rebuttal /* (2000, 7, 2015/08/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with and confirmed via phone and email a refund for the full amount I was charged
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
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,
*** *** ***
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!!
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
Thank you for alerting us of your concerns so that this matter can be properly addressed by our Store Damage Claims DepartmentAt this time a Claims Advisor has been assigned to your caseOur case notes indicate that contact has been established as of 10/Please reach out to your assigned
claims advisor directly should you have any questions or concerns about your case
We apologize if this was not originally addressed to your satisfactionAfter investigation by Area Management, our file created for your concerns indicates that a mutual resolution has been reachedIf this is not the case, please reach back out to field management for additional review
An internal case has been set up for the Area Manager to review and handle the complaint with the associate involvedAlso, we are going to refund the customer the requested amount to take care of the issue as customer satisfactionThank you for bringing these concerns to our attention
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 resolve. The Area Manager indicates that he has already worked out an agreement with you and apologized for the situationThey agreed to do the wires and no charge and a no charge diagnosis to verify his concern. Again, we apologize for the trouble this issue has caused and we hope to see you back in the future!
Response has been emailed
Initial Business Response /* (1000, 19, 2015/05/11) */
good morning I have left several messages for Mr *** with no response I had his car check at another location and they could not get the problem to occur.the customer has requested a refund of $and I am giving them a credit for that
amount will have by 05-15-
Initial Consumer Rebuttal /* (2000, 21, 2015/05/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because it's what I requested and deem fair
Complaint: ***
I am rejecting this response because:accept your apology for miscommunication but your tire manager (***) was extremely rude and told me to leaveWe were talking and I disagree with him and he told me to leaveI called the district office to complain about his attitude toward me and the district manager never call me backI want a call from the district manager.
Sincerely,
*** ***
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 resolutionThank you
Initial Business Response /* (1000, 6, 2015/09/04) */
The customer thought the bill was all labor, they explained the breakdown and the customer is OK with it now
Initial Business Response /* (1000, 8, 2015/04/10) */
Contact Name and Title: *** *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@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
This has been referred to our corporate claims departmentThe claims advisor has left a message for the customer and is awaiting a call back to discuss the issue
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
Our offer of a 50% refund of service still standsPlease let us know if you reconsiderManagement feels this is a fair offer as they performed the service that you came in for and requestedAlso, the other leaks weren't found until after this leak was fixed and degreasedWe apologize for any misunderstandings, but management feels that a 50% customer satisfaction refund is a fair solution to this matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11503587, and find that this resolution is satisfactory to me
Thank you
Sincerely,
Lisa ***
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 resolve. After review, the Area Manager indicates this complaint has been resolved and a refund check for $was issuedWe hope we were able to make this right by you and we hope this was resolved to your satisfaction
Initial Business Response /* (1000, 5, 2015/07/24) */
Contact Name and Title: Steve *** AM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
I would be happy to refund the amount for the pumpPleaes contact me at your earliest opportunity to arrange a refund
Initial Consumer
Rebuttal /* (2000, 7, 2015/08/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with and confirmed via phone and email a refund for the full amount I was charged