An internal case was set up for the Area Manager to review and resolveThe Area Manager indicates he reached out to the customer and they agreed on a solutionThey refunded him the difference that the warranty would have covered for approximately $After discussing the situation, the customer
was satisfied with the resolution
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
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
I have reviewed your invoices and was not able to locate the creditTherefore, I have issued the credit to your *** account per the previously discussed agreementThe amount should be reflected in your account within 3-days
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,
*** ***
We apologize for any inconvenience this matter may have caused youManagement has indicated that unfortunately, the GM parts needed are on backorder and that there is no way to expedite the matter at this timeManagement will be in contact as soon as an update is available
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, 5, 2015/07/06) */
The Store manager contacted *** and agreed to give a refundThis happened over a year ago and the manager took care of the customer
I contacted this customer and we agreed to settle this matter by refunding his CFNA card the $from invoice on 12/04/15.He agreed that this would be a satisfactory resolution
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 that this was resolved at the store levelThey ended up replacing the A/C compressor at no charge to rectify this matter
Initial Business Response /* (1000, 20, 2015/08/14) */
Contact Name and Title: Mike ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Store manager Daniel *** had talked to Ed and he agreed to pay $on billThe store was going to credit $and Ed was going to come
into the store to get creditEd has been contacted several times but has not showed up at the store to get credit
Initial Business Response /* (1000, 6, 2015/08/21) */
Good Afternoon,
Firestone refunded the additional repairs provided at the other repair facility in good faith totaling $We also refunded an additional $as a customer satisfaction, totaling $
Mrs*** has received $
in refunds from Firestone and we feel that we have met our obligation in this caseOur offer is fair given the circumstances and has already been received by Mrs***
We have a direct account with *** where we can set up a rental directly in our customer retention departmentThis way, you aren't waiting to be reimbursed for the rental cost.We feel our offer is fair in offering to get the wheel repaired and supplying a rental while it's being fixed
Initial Business Response /* (1000, 5, 2015/05/08) */
Contact Name and Title: *** *** Area Manage
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Sending a refund from our corporate office in the amount of $as requested
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11618333, and find that this resolution is satisfactory to me
Sincerely,
Shanelle ***
Complaint: ***
I am rejecting this response because they provided me with an option to pay for a rental car upfront and then they would repair the rim and reimburse me for the tireProblem is, I don't have extra money to throw to a rental car for the days needed to repair the car and really the money spent for reimbursement of a rental car could really be spent on purchasing a rim/wheel that is not the same as mine but an actual full size spare rim while I wait for the repairBest case scenario, I would like to have them agree to the cost of a full size spare wheel, put the tire on that wheel, while I wait for them to send the bro*** wheel off for repairI have checked and a refurbished full size spare cost around If they can pay for that and send the wheel for repair, this is my best care scenario and I will be satisfied with the case I need to call the firestone Manager back, which I will do today, but I was waiting to hear from you guys firstThanks for responded back to my claim
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 in touch with you shortly to determine a proper resolutionThank you!
Complaint: ***
I am rejecting this response because:when the advisor went to the dealer, he said that the vehicle have sime "wear" parts and because of that the tire plus people should not work or even try to do the alignment ti my carMy car was in perfect conditions the parts maybe have some wear like a used car, but the parts wasnot brokenWhen I call to the person in charge (steven...) he was very rude and he don't let me talk anything, he was rude, they don't want to asume they responsibility and I have to pay for the repairI demand a expand investigation about this, also I have pictures avout the conditions of the parts before the work that they doLike a said before, the advisor that tiee plus send to the dealer, said that they should not even try ti work on my car but they did; all this problems was xaused by themI call to the person in charge but never answer the voice mail or call.
Sincerely,
*** ***
Received info from the Area Manager:The
store manager contacted the customer
and addressed concerns on pricingExplained oil change pricing was the same as beforeThis time,the customer did not present a couponThe customer also felt pricing on the wiper blades was to high alsoFor customer
satisfaction, store manager issued credit Of $on the oil change
(coupon offering on Firestone web site) and $dollars on the wiper blades,
for a total of $dollars.Store manager also addressed the
recommendations and the difference on the dealers.Customer felt stores should
discount pricing and not require coupons to receive the discounts, manager
explained that this marketing handled by corporate andOffers can varyHe explained that
there is a free oil change offer in the current school coupon book as an
example
An internal case was set up for the Area Manager to review and resolveThe Area Manager indicates he reached out to the customer and they agreed on a solutionThey refunded him the difference that the warranty would have covered for approximately $After discussing the situation, the customer
was satisfied with the resolution
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
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
I have reviewed your invoices and was not able to locate the creditTherefore, I have issued the credit to your *** account per the previously discussed agreementThe amount should be reflected in your account within 3-days
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,
*** ***
We apologize for any inconvenience this matter may have caused youManagement has indicated that unfortunately, the GM parts needed are on backorder and that there is no way to expedite the matter at this timeManagement will be in contact as soon as an update is available
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, 5, 2015/07/06) */
The Store manager contacted *** and agreed to give a refundThis happened over a year ago and the manager took care of the customer
I contacted this customer and we agreed to settle this matter by refunding his CFNA card the $from invoice on 12/04/15.He agreed that this would be a satisfactory resolution
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 that this was resolved at the store levelThey ended up replacing the A/C compressor at no charge to rectify this matter
An internal case has been set up and the Area Manager will contact the customer to review/resolve
Initial Business Response /* (1000, 20, 2015/08/14) */
Contact Name and Title: Mike ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Store manager Daniel *** had talked to Ed and he agreed to pay $on billThe store was going to credit $and Ed was going to come
into the store to get creditEd has been contacted several times but has not showed up at the store to get credit
Initial Business Response /* (1000, 6, 2015/08/21) */
Good Afternoon,
Firestone refunded the additional repairs provided at the other repair facility in good faith totaling $We also refunded an additional $as a customer satisfaction, totaling $
Mrs*** has received $
in refunds from Firestone and we feel that we have met our obligation in this caseOur offer is fair given the circumstances and has already been received by Mrs***
We have a direct account with *** where we can set up a rental directly in our customer retention departmentThis way, you aren't waiting to be reimbursed for the rental cost.We feel our offer is fair in offering to get the wheel repaired and supplying a rental while it's being fixed
Initial Business Response /* (1000, 5, 2015/05/08) */
Contact Name and Title: *** *** Area Manage
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Sending a refund from our corporate office in the amount of $as requested
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11618333, and find that this resolution is satisfactory to me
Sincerely,
Shanelle ***
Complaint: ***
I am rejecting this response because they provided me with an option to pay for a rental car upfront and then they would repair the rim and reimburse me for the tireProblem is, I don't have extra money to throw to a rental car for the days needed to repair the car and really the money spent for reimbursement of a rental car could really be spent on purchasing a rim/wheel that is not the same as mine but an actual full size spare rim while I wait for the repairBest case scenario, I would like to have them agree to the cost of a full size spare wheel, put the tire on that wheel, while I wait for them to send the bro*** wheel off for repairI have checked and a refurbished full size spare cost around If they can pay for that and send the wheel for repair, this is my best care scenario and I will be satisfied with the case I need to call the firestone Manager back, which I will do today, but I was waiting to hear from you guys firstThanks for responded back to my claim
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 in touch with you shortly to determine a proper resolutionThank you!
Complaint: ***
I am rejecting this response because:when the advisor went to the dealer, he said that the vehicle have sime "wear" parts and because of that the tire plus people should not work or even try to do the alignment ti my carMy car was in perfect conditions the parts maybe have some wear like a used car, but the parts wasnot brokenWhen I call to the person in charge (steven...) he was very rude and he don't let me talk anything, he was rude, they don't want to asume they responsibility and I have to pay for the repairI demand a expand investigation about this, also I have pictures avout the conditions of the parts before the work that they doLike a said before, the advisor that tiee plus send to the dealer, said that they should not even try ti work on my car but they did; all this problems was xaused by themI call to the person in charge but never answer the voice mail or call.
Sincerely,
*** ***
Received info from the Area Manager:The
store manager contacted the customer
and addressed concerns on pricingExplained oil change pricing was the same as beforeThis time,the customer did not present a couponThe customer also felt pricing on the wiper blades was to high alsoFor customer
satisfaction, store manager issued credit Of $on the oil change
(coupon offering on Firestone web site) and $dollars on the wiper blades,
for a total of $dollars.Store manager also addressed the
recommendations and the difference on the dealers.Customer felt stores should
discount pricing and not require coupons to receive the discounts, manager
explained that this marketing handled by corporate andOffers can varyHe explained that
there is a free oil change offer in the current school coupon book as an
example