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
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 ***
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
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 ***
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
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
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
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
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
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,
*** ***
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,
***
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
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
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, 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
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
Thank you for alerting us of your pricing and service concerns so that management can investigate this furtherNotes indicate that since filing this complaint Area Management has been in contact with you to discussShould you have any additional questions or concerns, please reach back out to our
Area Manager for assistance
This case was forwarded to the Area Manager to review and resolveThe Area Manager indicates the below information pertaining to this matter:HERE ARE THE FACTS OF THIS CASE, AS I KNOW THEMFIRST, LET ME STATE THAT, THIS IS TWO SEPARATE VEHICLES THAT ARE MENTIONED BY THE CUSTOMERALL SERVICES, ON
BOTH VEHICLES, WERE COMPLETED AT STORE VALLEY RIVERI WILL ADDRESS THE FIRST CLAIM BY MR*** ON HIS *** ***:ON 3/13/16, WORK ORDER 190230, THE *** WAS BROUGHT IN FOR A ALIGNMENT CHECK, ROTATION AND BALANCE OF THE TIRES AND A COMPLETE VEHICLE INSPECTIONTHE RESULT OF THE INSPECTION FOUND THE FRONT BRAKES IN NEED OF SERVICETECHNICIAN GARRETT PERFORMED THE BRAKE SERVICE, WHICH INCLUDED RESURFACING BOTH FRONT ROTORS, REPLACEMENT OF THE BRAKE PADS AND EXCHANGING THE BRAKE FLUIDTHE 13TH OF MARCH WAS A SUNDAY AND THE VEHICLE PICK UP TIME WAS AT CLOSING 6:09PMWHEN I SPOKE TO MR*** ON 6/24/IN REGARDS TO THE SECOND VEHICLE, HE BROUGHT UP THIS VEHICLE AND STATED THAT THE BRAKES WORKED, BUT DIDN’T FEEL RIGHT AS DESCRIBEDIT WAS DESCRIBED TO ME AS MORE OF A CHATTER WHEN BRAKING, BUT EITHER WAY THE SERVICE WASN’T DONE CORRECTLY OR PROPERLY TEST DRIVEN AFTERWARDS TO CONFIRM A QUALITY REPAIRMR*** DID STATE BEING UNCOMFORTABLE TO DRIVE AT THE TIME, BUT UNDERSTOOD THAT THERE WAS NO ONE ELSE AT THE STORE AT THE TIME, AND THE VEHICLE DID STOPHE CHOSE TO DRIVE THE VEHICLE HOMENO MENTION OF A RENTAL CAR OR STORE REFUSAL TO PROVIDE ALTERNATE TRANSPORTATION WAS MADETHE MILEAGE AT THE TIME OF THIS SERVICE WAS RECORDED AT 56,309. ON 3/19/16, WORK ORDER 190362, THE *** WAS BROUGHT BACK IN TO HAVE THE BRAKES INSPECTED TO IDENTIFY AND REPAIR THE ISSUES DESCRIBEDTHE VEHICLE MILEAGE IS RECORDED AT 56,THE LONGEST DISTANCE FROM THE STORE TO THE ADDRESS ON THE WORK ORDER, *** *** *** *** **, IS MILESIF THE BRAKES WERE “PUTTING HIM IN DANGER” HE DROVE MILES ON THEM BETWEEN SERVICESTHE WORK ORDER HAD A NOTE TO TEST DRIVE FOR AN IDLE PROBLEMTHERE ARE NO OTHER NOTES ON THE TICKETTHE TECHNICIAN THAT DID THE ORIGINAL WORK WAS ASSIGNED TO CORRECT THE ISSUEWITHOUT ANY FURTHER NOTES I WOULD HAVE TO DEFER TO THE CUSTOMERS STATEMENT AS TO THE BRAKES STILL NOT BEING REPAIRED CORRECTLYTHE TECHNICIAN THAT PERFORMED THE SERVICE IS NO LONGER WITH THE COMPANYTHE INVOICE HAS NO CHARGE TO THE CUSTOMER.ON 3/23/16, WORK ORDER 190423, THE *** WAS BROUGHT BACK IN FOR THE THIRD VISITTHE MILEAGE IS RECORDED AT 56,MILESTHE WORK ORDER WAS WRITTEN UP AS A QUALITY ASSURANCE TICKET AND TECH JEREMY *** WAS ASSIGNED TO INSPECT AND REPAIR THE VEHICLES BRAKES AS NEEDEDMR*** NOTED TO “START WITH FRONT ROTORS AND PADSMAY NEED REAR DRUMS DONE TOO.” THE INVOICE STATES BOTH FRONT ROTORS AND REAR DRUMS WERE REPLACED WITH A REPACK OF THE FRONT WHEEL BEARINGS COMPLETED AT NO CHARGETHE STATEMENTS OF MR*** AND WHAT HE TOLD ME ON 6/24/CONFIRM THAT AT THIS POINT THE VEHICLE WAS REPAIRED TO SATISFACTIONMR*** WAS NOT CHARGED ANYTHING ABOVE HIS ORIGINAL CHARGE OF $259.98, ON 3/13/16, FOR THE BRAKE SERVICE HE RECEIVED.THE *** IS NO LONGER IN MR***’S POSSESSION AND WAS REPAIRED AS PAID FORMY APOLOGIES WERE EXTENDED DURING OUR CALL ON 6/24/THAT IT TOOK THREE VISITS, BUT I CONFIRMED THE VEHICLE WAS REPAIRED CORRECTLY IN THE ENDBASED ON OUR WARRANTY OF SERVICE AND FIXED RIGHT GUARANTEE WE COMPLETED THE REPAIRS AT NO ADDITIONAL CHARGE AND TO THE CUSTOMERS SATISFACTION AT THE TIMETHERE IS NO ADDITIONAL REFUND DUE TO THE CUSTOMER ON THIS VEHICLE AT THIS TIME.MR***’S SECOND VEHICLE, A *** ***, IS THE BASIS OF THE COMPLAINT.IT WAS SEEN FOR THE FIRST TIME AT OUR LOCATION VALLEY RIVER ON 6/4/THE MILEAGE RECORDED IS 175,MILESTHE ORIGINAL WORK ORDER WAS WRITTEN UP FOR COMPLETE VEHICLE INSPECTION AND A DIAGNOSIS SERVICETHE NOTE ON THE VEHICLE INSPECTION STATES, “BUMPER FALLING OFF SUGGEST BODY SHOP”THE TECHNICIAN NOTES ON THE WORK ORDER ALSO NOTE, “MISSING DRIVER FRONT MARKER LIGHTBUMPER FALLING OFF”THE DIAGNOSIS SERVICE NOTES ARE, “JUST BOUGHT CARTIMING BELT LOOKS BAD? WANTS FULL ANALYSIS.”UPON COMPLETION OF THE INSPECTION IS WAS RECOMMENDED AND APPROVED TO REPLACE BOTH FRONT WIPER BLADES, A PARKING LIGHT, COMPLETE STANDARD REAR BRAKE SERVICE, ALL FOUR TIRES, REPLACE A LEAKING RADIATOR WITH COOLANT FLUSH, PERFORM A ALIGNMENT WITH LIFETIME WARRANTY, REPLACE THE AIR FILTER AND REPLACE BOTH FRONT SWAY BAR END LINKSTHE TECHNICIAN ASSIGNED TO THE VEHICLE IS DEREK ***ADDITIONAL RECOMMENDATIONS NOT APPROVED WERE A BRAKE FLUID EXCHANGE, VALVE COVER GASKET REPLACEMENT, TUNE UP (SPARK PLUGS, IGNITION WIRES AND FUEL SYSTEM SERVICE) AND REPLACEMENT OF ALL FOUR STRUTSMR*** POINTS OUT THAT AFTER HE PICKS UP THE VEHICLE HE HEARS A KNOCKING SOUND, THAT WAS NOT THERE PRIOR TO THIS SERVICEIN SPEAKING WITH MR*** HE DID NOT RECALL HEARING ANY SOUNDS ON HIS TEST DRIVE AFTER SERVICEIN MY EXPERIENCE, WHEEL BEARINGS DON’T CLUNK, THEY WILL HUM OR GROWL AND CHANGE IN VOLUME AS VEHICLE SPEED INCREASES, DECREASES AND WHEN TURNING.ON 6/9/2016, AFTER MILES FROM OUR SERVICE THE RIGHT FRONT WHEEL FAILEDTHE STORE DETERMINED THAT THE RIGHT FRONT WHEEL BEARING FAILED AS A RESULT OF SEIZINGMR*** REPORTED TO ME THAT THE HUB ASSEMBLY WOULD NOT MOVE (ROTATE) AND THE RESULT WAS THAT THREE OF FOUR WHEEL STUDS BROKE AT THE FLANGE AND THE FORTH ACTUALLY PULLED THROUGH THE ALUMINUM WHEELTHE AMOUNT OF HEAT GENERATED DURING THE BEARING FAILURE MOST LIKELY CONTRIBUTED TO THE FAILURE OF THE WHEEL STUDSONCE DISASSEMBLED, MR*** STATED THE BEARING WAS DRY AND ANY LUBRICANT REMAINING WAS BLACK AND HARDTHE ONLY SERVICE THAT WAS PERFORMED PRIOR ON THE FRONT OF THE VEHICLE WAS NEW TIRES, SWAY BAR END LINKS AND AN ALIGNMENTA ACCURATE ALIGNMENT CANNOT BE COMPLETED IF A WHEEL BEARING IS LOOSE, WHICH WOULD INDICATE FAILUREBECAUSE THE BEARING IS SEALED AND INSTALLED IN A ASSEMBLY, THERE IS NO SERVICE INTERVAL FROM THE MANUFACTURERTHE ONLY INDICATION OF BEARING WEAR WOULD BE PLAY OR MOVEMENT UPON INSPECTION AND AT THAT TIME THE MANUFACTURER REQUIRES REPLACEMENTIN THE PICTURE BELOW IS THE PARTS DIAGRAM OF THE *** *** HUB/BEARING ASSEMBLYITEM #IS THE WHEEL BEARING ASSEMBLY. ON 6/18/THE VALLEY RIVER LOCATION OPENED A WORK ORDER PER DISCUSSION BETWEEN MYSELF AND THE STORE MANAGER TEDDY ***MR*** STATED THE MR*** WAS A GOOD CUSTOMERMR*** WASN’T SURE ON HOW TO PROCEED AS THE FAILURE WASN’T A RESULT OF THE PRIOR WORK COMPLETED NOR THE SERVICING TECHNICIANSINCE THE VEHICLE WAS NEW TO MR***, HE HAD NO PRIOR SERVICE HISTORY, HE WOULD BE STUCK WITHOUT A VEHICLEIT WAS DECIDED THAT THE RIGHT THING TO DO WOULD BE TO REPAIR THE WHEEL BEARING AT NO CHARGE TO MR***THE STORE TOOK THE REPAIRS A STEP FURTHER AND BECAUSE THE BRAKE ROTORS ARE CAPTURED BEHIND THE BEARING ASSEMBLY, THEY REPLACED BOTH FRONT WHEEL BEARINGS, FRONT BRAKE ROTORS AND INSTALLED NEW BRAKE PADSTHE EXISTING HUB ASSEMBLY FROM THE RIGHT SIDE RECEIVED NEW WHEEL STUDSIN ADDITION, BECAUSE THE RIGHT FRONT WHEEL HAD BEEN DAMAGED FROM THE STUD PULLING THROUGH, THE STORE REPLACED ALL FOUR WHEELS AND HARDWARETHIS WAS ALL COMPLETED AT NO CHARGE TO MR***THE REFUND AMOUNT ON WORK ORDER *** OF $ONLY COVERED SOME OF THE PARTS USED AND NO LABORTHE BEARINGS COST $FOR BOTH PLUS $IN LABOR THAT WASN’T SHOWN ON THE INVOICETHE VALUE OF THE SERVICE PROVIDED WAS OVER $ONCE YOU ADD TOWING AND WHEEL STUDSMR*** WAS CHARGED NOTHING FOR THE REPAIRS AND THE STORE DID NOT JUST REPAIR WHAT FAILED, THEY WENT BEYOND TO ENSURE THAT THE ISSUE WOULD NOT BE REPEATED ON THE LEFT FRONT WHEEL AS WELL. ON 6/24/16, MR*** CONTACTED ME TO SAY THAT MR*** WAS HAPPY WITH THE REPAIRS, BUT WANTED TO KNOW IF WE WERE GOING TO TAKE CARE OF A CREASE IN HIS RIGHT FRONT FENDERBASED ON WHAT I KNEW, THE VEHICLE BODY WASN’T IN THE BEST CONDITION PRIOR AND TOGETHER WE FELT WE HAD PROVIDED MORE THAN ADEQUATE ACCOMMODATIONS FOR A FAILURE THAT WE DIDN’T CAUSEI STATED THAT I WOULD CONTACT MR*** AND DISCUSS THIS WITH HIM MYSELFBELOW IS A BRIEF SUMMARY OF THE CONVERSATION I HAD WITH MR*** THAT I EMAILED MYSELF AFTERWARD:CALLED CUSTOMERREVIEWED STORE COMMUNICATIONSVERIFIED THAT STORE HAD COMMUNICATED EFFECTIVELY TO CUSTOMERSCOTT CLAIMED TO NOT KNOW A LOT ABOUT CARSI ADVISED SCOTT OF MY BACKGROUND AND MY UNDERSTANDING OF THE INCIDENTIF THE WHEEL BEARING HAD BEEN FOUND LOOSE WE WOULD HAVE IDENTIFIED IT DURING THE VEHICLE INSPECT OR ALIGNMENT PROCESSIF THERE WAS ANYTHING WRONG WITH THE BEARING INTERNALLY WE WOULD NOT BE ABLE TO IDENTIFY IT, UNLESS IT WAS LOOSE OR MAKING NOISEWE COMPARED THE WHEEL BEARING TO A SKATEBOARD WHEEL BEARINGSCOTT STATED THE ONLY NOISE WAS A CLUNK HEARD WHEN ACCELERATINGSCOTT REQUESTED THAT HE BE REFUNDED FOR A BRAKE JOB ON HIS ***, ALL THE WORK COMPLETED ON HIS *** AND THE FENDER REPLACEDSCOTT STATED HE HAD SENT A LETTER TO NASHVILLE AND THAT HE WOULD WAIT TO SEE HOW IT WAS RESOLVEDHE SAID WE KNOW HOW TO CONTACT HIMI STARTED TO ADVISE THAT HE HAS MY CELL NUMBER, BUT HUNG UP ON ME BEFORE I COULD GET TWO WORDS OUT.BASED ON THE INFORMATION PRESENTED AND THE SERVICES RENDERED, WE HAVE FULFILLED OUR AGREEMENTS AND PERFORMED SERVICES IN COMPENSATION, AS A UNRELATED RESULT, OF PART FAILUREANY FURTHER COMPENSATION SHOULD NOT BE REQUIRED
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
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 ***
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
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 ***
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
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
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
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) */
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
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,
*** ***
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,
***
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
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
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, 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
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
Complaint: ***
I am rejecting this response because:I'll have to seek other means to resolve this matter
Sincerely,
Isaiah ***
Thank you for alerting us of your pricing and service concerns so that management can investigate this furtherNotes indicate that since filing this complaint Area Management has been in contact with you to discussShould you have any additional questions or concerns, please reach back out to our
Area Manager for assistance
This case was forwarded to the Area Manager to review and resolveThe Area Manager indicates the below information pertaining to this matter:HERE ARE THE FACTS OF THIS CASE, AS I KNOW THEMFIRST, LET ME STATE THAT, THIS IS TWO SEPARATE VEHICLES THAT ARE MENTIONED BY THE CUSTOMERALL SERVICES, ON
BOTH VEHICLES, WERE COMPLETED AT STORE VALLEY RIVERI WILL ADDRESS THE FIRST CLAIM BY MR*** ON HIS *** ***:ON 3/13/16, WORK ORDER 190230, THE *** WAS BROUGHT IN FOR A ALIGNMENT CHECK, ROTATION AND BALANCE OF THE TIRES AND A COMPLETE VEHICLE INSPECTIONTHE RESULT OF THE INSPECTION FOUND THE FRONT BRAKES IN NEED OF SERVICETECHNICIAN GARRETT PERFORMED THE BRAKE SERVICE, WHICH INCLUDED RESURFACING BOTH FRONT ROTORS, REPLACEMENT OF THE BRAKE PADS AND EXCHANGING THE BRAKE FLUIDTHE 13TH OF MARCH WAS A SUNDAY AND THE VEHICLE PICK UP TIME WAS AT CLOSING 6:09PMWHEN I SPOKE TO MR*** ON 6/24/IN REGARDS TO THE SECOND VEHICLE, HE BROUGHT UP THIS VEHICLE AND STATED THAT THE BRAKES WORKED, BUT DIDN’T FEEL RIGHT AS DESCRIBEDIT WAS DESCRIBED TO ME AS MORE OF A CHATTER WHEN BRAKING, BUT EITHER WAY THE SERVICE WASN’T DONE CORRECTLY OR PROPERLY TEST DRIVEN AFTERWARDS TO CONFIRM A QUALITY REPAIRMR*** DID STATE BEING UNCOMFORTABLE TO DRIVE AT THE TIME, BUT UNDERSTOOD THAT THERE WAS NO ONE ELSE AT THE STORE AT THE TIME, AND THE VEHICLE DID STOPHE CHOSE TO DRIVE THE VEHICLE HOMENO MENTION OF A RENTAL CAR OR STORE REFUSAL TO PROVIDE ALTERNATE TRANSPORTATION WAS MADETHE MILEAGE AT THE TIME OF THIS SERVICE WAS RECORDED AT 56,309. ON 3/19/16, WORK ORDER 190362, THE *** WAS BROUGHT BACK IN TO HAVE THE BRAKES INSPECTED TO IDENTIFY AND REPAIR THE ISSUES DESCRIBEDTHE VEHICLE MILEAGE IS RECORDED AT 56,THE LONGEST DISTANCE FROM THE STORE TO THE ADDRESS ON THE WORK ORDER, *** *** *** *** **, IS MILESIF THE BRAKES WERE “PUTTING HIM IN DANGER” HE DROVE MILES ON THEM BETWEEN SERVICESTHE WORK ORDER HAD A NOTE TO TEST DRIVE FOR AN IDLE PROBLEMTHERE ARE NO OTHER NOTES ON THE TICKETTHE TECHNICIAN THAT DID THE ORIGINAL WORK WAS ASSIGNED TO CORRECT THE ISSUEWITHOUT ANY FURTHER NOTES I WOULD HAVE TO DEFER TO THE CUSTOMERS STATEMENT AS TO THE BRAKES STILL NOT BEING REPAIRED CORRECTLYTHE TECHNICIAN THAT PERFORMED THE SERVICE IS NO LONGER WITH THE COMPANYTHE INVOICE HAS NO CHARGE TO THE CUSTOMER.ON 3/23/16, WORK ORDER 190423, THE *** WAS BROUGHT BACK IN FOR THE THIRD VISITTHE MILEAGE IS RECORDED AT 56,MILESTHE WORK ORDER WAS WRITTEN UP AS A QUALITY ASSURANCE TICKET AND TECH JEREMY *** WAS ASSIGNED TO INSPECT AND REPAIR THE VEHICLES BRAKES AS NEEDEDMR*** NOTED TO “START WITH FRONT ROTORS AND PADSMAY NEED REAR DRUMS DONE TOO.” THE INVOICE STATES BOTH FRONT ROTORS AND REAR DRUMS WERE REPLACED WITH A REPACK OF THE FRONT WHEEL BEARINGS COMPLETED AT NO CHARGETHE STATEMENTS OF MR*** AND WHAT HE TOLD ME ON 6/24/CONFIRM THAT AT THIS POINT THE VEHICLE WAS REPAIRED TO SATISFACTIONMR*** WAS NOT CHARGED ANYTHING ABOVE HIS ORIGINAL CHARGE OF $259.98, ON 3/13/16, FOR THE BRAKE SERVICE HE RECEIVED.THE *** IS NO LONGER IN MR***’S POSSESSION AND WAS REPAIRED AS PAID FORMY APOLOGIES WERE EXTENDED DURING OUR CALL ON 6/24/THAT IT TOOK THREE VISITS, BUT I CONFIRMED THE VEHICLE WAS REPAIRED CORRECTLY IN THE ENDBASED ON OUR WARRANTY OF SERVICE AND FIXED RIGHT GUARANTEE WE COMPLETED THE REPAIRS AT NO ADDITIONAL CHARGE AND TO THE CUSTOMERS SATISFACTION AT THE TIMETHERE IS NO ADDITIONAL REFUND DUE TO THE CUSTOMER ON THIS VEHICLE AT THIS TIME.MR***’S SECOND VEHICLE, A *** ***, IS THE BASIS OF THE COMPLAINT.IT WAS SEEN FOR THE FIRST TIME AT OUR LOCATION VALLEY RIVER ON 6/4/THE MILEAGE RECORDED IS 175,MILESTHE ORIGINAL WORK ORDER WAS WRITTEN UP FOR COMPLETE VEHICLE INSPECTION AND A DIAGNOSIS SERVICETHE NOTE ON THE VEHICLE INSPECTION STATES, “BUMPER FALLING OFF SUGGEST BODY SHOP”THE TECHNICIAN NOTES ON THE WORK ORDER ALSO NOTE, “MISSING DRIVER FRONT MARKER LIGHTBUMPER FALLING OFF”THE DIAGNOSIS SERVICE NOTES ARE, “JUST BOUGHT CARTIMING BELT LOOKS BAD? WANTS FULL ANALYSIS.”UPON COMPLETION OF THE INSPECTION IS WAS RECOMMENDED AND APPROVED TO REPLACE BOTH FRONT WIPER BLADES, A PARKING LIGHT, COMPLETE STANDARD REAR BRAKE SERVICE, ALL FOUR TIRES, REPLACE A LEAKING RADIATOR WITH COOLANT FLUSH, PERFORM A ALIGNMENT WITH LIFETIME WARRANTY, REPLACE THE AIR FILTER AND REPLACE BOTH FRONT SWAY BAR END LINKSTHE TECHNICIAN ASSIGNED TO THE VEHICLE IS DEREK ***ADDITIONAL RECOMMENDATIONS NOT APPROVED WERE A BRAKE FLUID EXCHANGE, VALVE COVER GASKET REPLACEMENT, TUNE UP (SPARK PLUGS, IGNITION WIRES AND FUEL SYSTEM SERVICE) AND REPLACEMENT OF ALL FOUR STRUTSMR*** POINTS OUT THAT AFTER HE PICKS UP THE VEHICLE HE HEARS A KNOCKING SOUND, THAT WAS NOT THERE PRIOR TO THIS SERVICEIN SPEAKING WITH MR*** HE DID NOT RECALL HEARING ANY SOUNDS ON HIS TEST DRIVE AFTER SERVICEIN MY EXPERIENCE, WHEEL BEARINGS DON’T CLUNK, THEY WILL HUM OR GROWL AND CHANGE IN VOLUME AS VEHICLE SPEED INCREASES, DECREASES AND WHEN TURNING.ON 6/9/2016, AFTER MILES FROM OUR SERVICE THE RIGHT FRONT WHEEL FAILEDTHE STORE DETERMINED THAT THE RIGHT FRONT WHEEL BEARING FAILED AS A RESULT OF SEIZINGMR*** REPORTED TO ME THAT THE HUB ASSEMBLY WOULD NOT MOVE (ROTATE) AND THE RESULT WAS THAT THREE OF FOUR WHEEL STUDS BROKE AT THE FLANGE AND THE FORTH ACTUALLY PULLED THROUGH THE ALUMINUM WHEELTHE AMOUNT OF HEAT GENERATED DURING THE BEARING FAILURE MOST LIKELY CONTRIBUTED TO THE FAILURE OF THE WHEEL STUDSONCE DISASSEMBLED, MR*** STATED THE BEARING WAS DRY AND ANY LUBRICANT REMAINING WAS BLACK AND HARDTHE ONLY SERVICE THAT WAS PERFORMED PRIOR ON THE FRONT OF THE VEHICLE WAS NEW TIRES, SWAY BAR END LINKS AND AN ALIGNMENTA ACCURATE ALIGNMENT CANNOT BE COMPLETED IF A WHEEL BEARING IS LOOSE, WHICH WOULD INDICATE FAILUREBECAUSE THE BEARING IS SEALED AND INSTALLED IN A ASSEMBLY, THERE IS NO SERVICE INTERVAL FROM THE MANUFACTURERTHE ONLY INDICATION OF BEARING WEAR WOULD BE PLAY OR MOVEMENT UPON INSPECTION AND AT THAT TIME THE MANUFACTURER REQUIRES REPLACEMENTIN THE PICTURE BELOW IS THE PARTS DIAGRAM OF THE *** *** HUB/BEARING ASSEMBLYITEM #IS THE WHEEL BEARING ASSEMBLY. ON 6/18/THE VALLEY RIVER LOCATION OPENED A WORK ORDER PER DISCUSSION BETWEEN MYSELF AND THE STORE MANAGER TEDDY ***MR*** STATED THE MR*** WAS A GOOD CUSTOMERMR*** WASN’T SURE ON HOW TO PROCEED AS THE FAILURE WASN’T A RESULT OF THE PRIOR WORK COMPLETED NOR THE SERVICING TECHNICIANSINCE THE VEHICLE WAS NEW TO MR***, HE HAD NO PRIOR SERVICE HISTORY, HE WOULD BE STUCK WITHOUT A VEHICLEIT WAS DECIDED THAT THE RIGHT THING TO DO WOULD BE TO REPAIR THE WHEEL BEARING AT NO CHARGE TO MR***THE STORE TOOK THE REPAIRS A STEP FURTHER AND BECAUSE THE BRAKE ROTORS ARE CAPTURED BEHIND THE BEARING ASSEMBLY, THEY REPLACED BOTH FRONT WHEEL BEARINGS, FRONT BRAKE ROTORS AND INSTALLED NEW BRAKE PADSTHE EXISTING HUB ASSEMBLY FROM THE RIGHT SIDE RECEIVED NEW WHEEL STUDSIN ADDITION, BECAUSE THE RIGHT FRONT WHEEL HAD BEEN DAMAGED FROM THE STUD PULLING THROUGH, THE STORE REPLACED ALL FOUR WHEELS AND HARDWARETHIS WAS ALL COMPLETED AT NO CHARGE TO MR***THE REFUND AMOUNT ON WORK ORDER *** OF $ONLY COVERED SOME OF THE PARTS USED AND NO LABORTHE BEARINGS COST $FOR BOTH PLUS $IN LABOR THAT WASN’T SHOWN ON THE INVOICETHE VALUE OF THE SERVICE PROVIDED WAS OVER $ONCE YOU ADD TOWING AND WHEEL STUDSMR*** WAS CHARGED NOTHING FOR THE REPAIRS AND THE STORE DID NOT JUST REPAIR WHAT FAILED, THEY WENT BEYOND TO ENSURE THAT THE ISSUE WOULD NOT BE REPEATED ON THE LEFT FRONT WHEEL AS WELL. ON 6/24/16, MR*** CONTACTED ME TO SAY THAT MR*** WAS HAPPY WITH THE REPAIRS, BUT WANTED TO KNOW IF WE WERE GOING TO TAKE CARE OF A CREASE IN HIS RIGHT FRONT FENDERBASED ON WHAT I KNEW, THE VEHICLE BODY WASN’T IN THE BEST CONDITION PRIOR AND TOGETHER WE FELT WE HAD PROVIDED MORE THAN ADEQUATE ACCOMMODATIONS FOR A FAILURE THAT WE DIDN’T CAUSEI STATED THAT I WOULD CONTACT MR*** AND DISCUSS THIS WITH HIM MYSELFBELOW IS A BRIEF SUMMARY OF THE CONVERSATION I HAD WITH MR*** THAT I EMAILED MYSELF AFTERWARD:CALLED CUSTOMERREVIEWED STORE COMMUNICATIONSVERIFIED THAT STORE HAD COMMUNICATED EFFECTIVELY TO CUSTOMERSCOTT CLAIMED TO NOT KNOW A LOT ABOUT CARSI ADVISED SCOTT OF MY BACKGROUND AND MY UNDERSTANDING OF THE INCIDENTIF THE WHEEL BEARING HAD BEEN FOUND LOOSE WE WOULD HAVE IDENTIFIED IT DURING THE VEHICLE INSPECT OR ALIGNMENT PROCESSIF THERE WAS ANYTHING WRONG WITH THE BEARING INTERNALLY WE WOULD NOT BE ABLE TO IDENTIFY IT, UNLESS IT WAS LOOSE OR MAKING NOISEWE COMPARED THE WHEEL BEARING TO A SKATEBOARD WHEEL BEARINGSCOTT STATED THE ONLY NOISE WAS A CLUNK HEARD WHEN ACCELERATINGSCOTT REQUESTED THAT HE BE REFUNDED FOR A BRAKE JOB ON HIS ***, ALL THE WORK COMPLETED ON HIS *** AND THE FENDER REPLACEDSCOTT STATED HE HAD SENT A LETTER TO NASHVILLE AND THAT HE WOULD WAIT TO SEE HOW IT WAS RESOLVEDHE SAID WE KNOW HOW TO CONTACT HIMI STARTED TO ADVISE THAT HE HAS MY CELL NUMBER, BUT HUNG UP ON ME BEFORE I COULD GET TWO WORDS OUT.BASED ON THE INFORMATION PRESENTED AND THE SERVICES RENDERED, WE HAVE FULFILLED OUR AGREEMENTS AND PERFORMED SERVICES IN COMPENSATION, AS A UNRELATED RESULT, OF PART FAILUREANY FURTHER COMPENSATION SHOULD NOT BE REQUIRED