Initial Business Response /* (1000, 13, 2015/03/25) */
Contact Name and Title: *** *** Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Mr***-
I attempted to reach you by phone at 10:30AM this morning and failedI did leave a voicemail
I have
reviewed all of your supporting documentation and spent some time in the store this morning with my teammatesI believe that the only thing we disagree on is the amount of the refundI feel we owe you $versus your requested $188.52, and I am prepared to reimburse you in whatever fashion you preferWe can issue a credit to your MasterCard, I can have a check mailed to you (takes approximately days to receive), or we can do a cash transaction at the store
I apologize profusely on behalf of the store as well as the companyThe labor charge was a matter of training and our teammate felt it was the appropriate chargeI have discussed it at length with the team and have them all on the same page nowI also apologize for the reluctance of our teammate to take the couponThe fact that it was presented a day after service should have not been a factorAgain, a training issue
I hope you will accept my sincere apology and continue to patronize Firestone Complete Auto CareYour business is VERY important to us!
Thank you for your time in this matter and receiving phone call last nightI look forward to hearing your preferred method of reimbursement so that we may fully resolve your concern,
*** ***
Area Manager Shreveport
Bridgestone Retail Operations, LLC
Office (XXX) XXX-XXXX eFax (XXX) XXX-XXXX
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,
*** ***
This customer is now in Atlanta Ga*** *** the Store Manager in *** MD has out this customer in contact with the Firestone stores closest to where the customer lives nowThe Store Manager for Firestone in Atlanta Ga is going to resolve the Rim issue for this customerThis response was
given by *** *** the Area Manager in Baltimore
We apologize for these unfortunate circumstancesUnfortunately, the stores private property, the parking lot does not have the capacity to store an abandoned vehicle for the in excess of month period this vehicle was abandoned for without obstructing the flow of businessField Management has
investigated further with our Store Teammates and have been advised that notice was given prior to the tow that the vehicle needed to be removed from the property
Initial Business Response /* (1000, 7, 2015/10/07) */
Please provide us with the store information and the invoices related so we can properly investigate this
Revdex.com:
I have reviewed the response made by the business in reference to com***int ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Your concerns have been reviewed by field management for further considerationUpon arrival, the vehicle exhibited multiple issues that could cause a noise while operating the vehicle.Many of the services originally recommended were declined as listed at the bottom of your invoice from 8/Field management states that each time after service the third-party that brought this vehicle in confirmed that the alleged noises were goneIn addition, as goodwill, management provided a previously recommended front brake services at no-charge on 9/7/We regret to inform you that at this time, no additional compensation will be authorized
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
I look forward to a Credit refund back to my accountHave a great day
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,
Thomas ***
Thank you for bringing your concerns to the attention of our officeAfter review, I have found that a formal damage claim has already been investigated and a claims adviser is assigned and in contact with you to help resolve this matter to your satisfactionPlease reach out to your claims advisor
should you have any additional questions or concerns
Initial Business Response /* (1000, 12, 2015/07/10) */
Contact Name and Title: *** *** Area Mgr
Contact Phone: XXX-XXX-XXXX
Vehicle had a cooling system hose leak the hose cluster is replaced as a assembly on invoice # XXXXXX we were advised to call *** *** prior to performing any work as
we didThen on 6-Invoice XXXXXX we performed the maintenance recommendations that were recommended on the prior visit on 4-*** *** cam back in asking for these repairs to be completed(all maintenance) We called and discussed the hood latch she stated we broke she came down to the store and once inspected we noticed the emergency brake cable came out of the plastic housing we reconnected and everything is ok nowall cooling system repairs were necessary to get the vehicle's cooling system back up and running there were no additional repairs only those needed
We assure you that the safety of our customers is of the utmost importance to Firestone Complete Auto CareOnce your concerns were received, a formal investigation was conducted by management to help ensure the proper steps were taken to resolve this matterAt this time, management feels the
matter has been addressed to the best of our ability and the tires in question have been upgraded and replaced to ensure your safety
Thank you for alerting us of your concerns so that management has an opportunity to help resolve this matterA formal case was created upon receiving your complaint which indicates the vehicle has been diagnosed at no charge per your warranty agreement and the issue has been foundPlease reach out
to any of our Tires Plus locations should you have any concerns with work previously performed so that any needed warranty services can be addressed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11150661, and find that this resolution is satisfactory to me
Sincerely,
Jessica ***
We would first like to apologize for any inconvenience this may have caused during your tripFortunately, our records indicate Store Management and you were able to come to a mutual resolution shortly after filing this complaintPlease feel free to reach back out to store management directly
should there be any additional concerns
Initial Business Response /* (1000, 13, 2015/06/01) */
Contact Name and Title: *** *** - Area m
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Left message with customer week of 5/- with no call backCalled again today 6/1/and she picked up and we talked for a
few minuteswe were disconnected and I tried calling back times and she would not pick up the phoneI left another message for her to call me back on my cell phoneI stated to here when we were talking that if she would like to take the car to a dealership to have them inspect for a second opinionIf they say that the tie rods are damaged from anything other than wear and tear that we would be more than happy to stand behind any damage we did
Complaint: ***
I am rejecting this response because: I did try to comply with their method
of resolving this issue; have a 3rd party mechanic inspect the #cylinder to verify that it is damaged due to foreign matter in the camber Mechanics are telling me they won't tear the engine apart for the sake of one cylinder They try to suggest buying a rebuilt engine, or tear this one apart only to completely rebuild it I wonder if they expected that kind of response when they said they would only take responsibility for damaging my engine if a third party will look at it and verify the damage
Sincerely,
*** ***
Initial Business Response /* (1000, 15, 2015/06/12) */
Contact Name and Title: *** *** Area Manage
I called and spoke to *** todayThe vehicle still is not running right, and we will be towing it back in on Monday to diagnose the problem*** will not be charged for diagnosing, and if
it is anything related to what we did we will fix the vehicle free of charge
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 he has called and emailed with no response backPlease follow up with the Area Manager, Jeffrey for resolution to this matterThank you
Initial Business Response /* (1000, 13, 2015/03/25) */
Contact Name and Title: *** *** Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Mr***-
I attempted to reach you by phone at 10:30AM this morning and failedI did leave a voicemail
I have
reviewed all of your supporting documentation and spent some time in the store this morning with my teammatesI believe that the only thing we disagree on is the amount of the refundI feel we owe you $versus your requested $188.52, and I am prepared to reimburse you in whatever fashion you preferWe can issue a credit to your MasterCard, I can have a check mailed to you (takes approximately days to receive), or we can do a cash transaction at the store
I apologize profusely on behalf of the store as well as the companyThe labor charge was a matter of training and our teammate felt it was the appropriate chargeI have discussed it at length with the team and have them all on the same page nowI also apologize for the reluctance of our teammate to take the couponThe fact that it was presented a day after service should have not been a factorAgain, a training issue
I hope you will accept my sincere apology and continue to patronize Firestone Complete Auto CareYour business is VERY important to us!
Thank you for your time in this matter and receiving phone call last nightI look forward to hearing your preferred method of reimbursement so that we may fully resolve your concern,
*** ***
Area Manager Shreveport
Bridgestone Retail Operations, LLC
Office (XXX) XXX-XXXX eFax (XXX) XXX-XXXX
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,
*** ***
This customer is now in Atlanta Ga*** *** the Store Manager in *** MD has out this customer in contact with the Firestone stores closest to where the customer lives nowThe Store Manager for Firestone in Atlanta Ga is going to resolve the Rim issue for this customerThis response was
given by *** *** the Area Manager in Baltimore
We apologize for these unfortunate circumstancesUnfortunately, the stores private property, the parking lot does not have the capacity to store an abandoned vehicle for the in excess of month period this vehicle was abandoned for without obstructing the flow of businessField Management has
investigated further with our Store Teammates and have been advised that notice was given prior to the tow that the vehicle needed to be removed from the property
Initial Business Response /* (1000, 7, 2015/10/07) */
Please provide us with the store information and the invoices related so we can properly investigate this
Revdex.com:
I have reviewed the response made by the business in reference to com***int ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Your concerns have been reviewed by field management for further considerationUpon arrival, the vehicle exhibited multiple issues that could cause a noise while operating the vehicle.Many of the services originally recommended were declined as listed at the bottom of your invoice from 8/Field management states that each time after service the third-party that brought this vehicle in confirmed that the alleged noises were goneIn addition, as goodwill, management provided a previously recommended front brake services at no-charge on 9/7/We regret to inform you that at this time, no additional compensation will be authorized
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
I look forward to a Credit refund back to my accountHave a great day
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,
Thomas ***
Thank you for bringing your concerns to the attention of our officeAfter review, I have found that a formal damage claim has already been investigated and a claims adviser is assigned and in contact with you to help resolve this matter to your satisfactionPlease reach out to your claims advisor
should you have any additional questions or concerns
Initial Business Response /* (1000, 22, 2015/09/29) */
Initial Business Response /* (1000, 12, 2015/07/10) */
Contact Name and Title: *** *** Area Mgr
Contact Phone: XXX-XXX-XXXX
Vehicle had a cooling system hose leak the hose cluster is replaced as a assembly on invoice # XXXXXX we were advised to call *** *** prior to performing any work as
we didThen on 6-Invoice XXXXXX we performed the maintenance recommendations that were recommended on the prior visit on 4-*** *** cam back in asking for these repairs to be completed(all maintenance) We called and discussed the hood latch she stated we broke she came down to the store and once inspected we noticed the emergency brake cable came out of the plastic housing we reconnected and everything is ok nowall cooling system repairs were necessary to get the vehicle's cooling system back up and running there were no additional repairs only those needed
We assure you that the safety of our customers is of the utmost importance to Firestone Complete Auto CareOnce your concerns were received, a formal investigation was conducted by management to help ensure the proper steps were taken to resolve this matterAt this time, management feels the
matter has been addressed to the best of our ability and the tires in question have been upgraded and replaced to ensure your safety
Thank you for alerting us of your concerns so that management has an opportunity to help resolve this matterA formal case was created upon receiving your complaint which indicates the vehicle has been diagnosed at no charge per your warranty agreement and the issue has been foundPlease reach out
to any of our Tires Plus locations should you have any concerns with work previously performed so that any needed warranty services can be addressed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11150661, and find that this resolution is satisfactory to me
Sincerely,
Jessica ***
We would first like to apologize for any inconvenience this may have caused during your tripFortunately, our records indicate Store Management and you were able to come to a mutual resolution shortly after filing this complaintPlease feel free to reach back out to store management directly
should there be any additional concerns
Initial Business Response /* (1000, 13, 2015/06/01) */
Contact Name and Title: *** *** - Area m
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Left message with customer week of 5/- with no call backCalled again today 6/1/and she picked up and we talked for a
few minuteswe were disconnected and I tried calling back times and she would not pick up the phoneI left another message for her to call me back on my cell phoneI stated to here when we were talking that if she would like to take the car to a dealership to have them inspect for a second opinionIf they say that the tie rods are damaged from anything other than wear and tear that we would be more than happy to stand behind any damage we did
Complaint: ***
I am rejecting this response because: I did try to comply with their method
of resolving this issue; have a 3rd party mechanic inspect the #cylinder to verify that it is damaged due to foreign matter in the camber Mechanics are telling me they won't tear the engine apart for the sake of one cylinder They try to suggest buying a rebuilt engine, or tear this one apart only to completely rebuild it I wonder if they expected that kind of response when they said they would only take responsibility for damaging my engine if a third party will look at it and verify the damage
Sincerely,
*** ***
Initial Business Response /* (1000, 15, 2015/06/12) */
Contact Name and Title: *** *** Area Manage
I called and spoke to *** todayThe vehicle still is not running right, and we will be towing it back in on Monday to diagnose the problem*** will not be charged for diagnosing, and if
it is anything related to what we did we will fix the vehicle free of charge
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 he has called and emailed with no response backPlease follow up with the Area Manager, Jeffrey for resolution to this matterThank you