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,
Tom* ***
Initial Business Response /* (1000, 5, 2014/12/05) */
We will be refunding the full amount of what this customer has spentContacted customer on issue and let the store know what we will be doingCustomer is very happy with a full refund of
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 the store resolved this issue by offering the refund of $Again, we apologize for any inconvenienceThank you for giving us the opportunity to make things right!
Area Management has left another message today (10/5) requesting contact backOur records also indicate that there are two parties contacting our office about this case, Keith and Robert which may be causing some disconnectWe would suggest that the vehicle owner and party that authorized the services in question be the individual that contacts Area Management back
Initial Business Response /* (1000, 5, 2014/09/15) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
after speaking with Ms.*** and recounting the visit and the events that lead to her complaint I apologized and assured her that her feedback would
lead to a much more customer centric visit if she allowed us the opportunity to service her vehicle again
Initial Consumer Rebuttal /* (3000, 7, 2014/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept their apology to me personallyI just want the general public to be advised of this type of practiceI feel that based on my experience, trying to convince customers that they need unnecessary work is clearly something that Firestone corporate is condoning/mandating/bonusing their employees for in an effort to increase sales
Final Business Response /* (4000, 9, 2014/09/19) */
we appreciate and thank Mrs *** for her opinions and hope that the next experience would be more to her satisfaction
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
From: No Public Profile [***@hotmail.com] Sent: Thursday, May 26, 8:PM To: *** *** *** Subject: RE: complaint#*** Since that was the price of the tire, that sounds like an acceptable solutionI would agree to that. *** ***
Sincerely,
*** ***
We certainly apologize for the situation and we would like to do our best to review and resolve ** *** concerns.After our investigation with the Area Manager, the following was the explanation he gave on the situation,"The fluids that are to be filled during a courtesy check were
filled, but the
coolant was low and the store recommended further inspection to
determine why it was low. We advised the customer that the coolant is in
a sealed system and should not be low unless there is a problem, hence the
recommendation for further inspection. He became irate and stated that we
were trying to take advantage of him and sell him services he did not
need. At that point the store finished the work the customer
brought it in for and returned the vehicle to the customerThey explained to
him that they did not top off the coolant (and I explained this to the customer
as well) as doing so without determining if there is a bigger issue causing the
fluids to be low might exacerbate an unsafe condition and put us in a position
of liability if the vehicle suffered a failure related to the cooling system.*** ***Area Manager - Baytown Area" Also, we have previous cases with the same customerIn our previous case with him we have had similar instances where our employees felt threatened by *** *** and do not appreciate the type of language he is using towards themIt has been noted in multiple cases with *** *** of this issue when attempting to communicate with himWe apologize for any communications issues or misunderstandings we have had with *** ***
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 resolveAfter further review.The Area Manager issued a refund of $to resolve this matterThank you
Thank you for alerting us of this matter so that Field Management can help ensure all of our locations are abiding by the Nationwide Warranty that came with your alignment serviceOur records indicate that management has recently been in contact and the warranty alignment service has been arranged
Please reach back out to Field Management should you have any additional questions or concerns
We received confirmation that the customer was sent E-statements that were successfully delivered each month. See CFNA's statements below:In April payment in full was received late, $late fee added 9/9/He contacted CFNA we credited the fees and cleared the pay history because the balance was due to a late feeHe made a purchase on the same day 9/9/a for $no payment received until 2/10/E-statements were successfully delivered each month to the same email ***@gmail.com since 1/
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
Initial Business Response /* (1000, 10, 2015/09/17) */
Contact Name and Title: Randy *** AM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@tiresplus.com
The mileage on this vehicle at the time of service is listed on the invoice as 145,Per the store manager Mike C, the oil cap was
left off the oil fill and the motor was started and driven less than feetThe manager personally cleaned up the oil and topped off the engine oil and verified it was full prior to the customer leavingManager states less than 1/quart of oil had to be added back
According to the 2nd work order the mileage was 146,when the vehicle was towed back to the store on 8/31/Therefore the vehicle had traveled approximately 1,milesUpon inspection there appeared to be knocking noises coming from the lower end of the engine which would indicate internal engine failureUpon return the vehicle was full of oilThe oil filter and housing was dryThe store quoted a price to replace the engineThe vehicle was left at the store for approximately week and the customer had the vehicle towed awayDue to the age of the vehicle and mileage on the engine it is not uncommon for internal engine failure to occurThe cap being left off the oil fill neck at start up would not have leaked enough oil to cause engine damage or internal engine failure
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 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
Initial Business Response /* (1000, 5, 2015/07/27) */
Contact Name and Title: *** *** Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
I received the original complaint from Ms*** on 4/26/I called and left a message for her on 4/27/Our plan at that
time was to replace the Bridgestone tires with *** tires so all would matchShe never returned my callThe store manager also tried to call her and never reseived a return callWe will gladly replace the Bridgestone tires with *** tires at no charge at any Firestone location or she can take her vehicle to another tire company to have these tires replacedWe can refund her money once we receive the tires we installedThere was some confusion during the intitial sales process but *** definitely did not intentionally attempt to mislead herThis vehicle takes different sizes of tires and Bridgestone only makes the size for the rear of this vehicle*** was going to see if that same size tire would fit the front as wellWhen he found out they did not fit, that is when they had to order *** tires for the frontHe should have ordered all *** tires in the beginning instead of trying to put the Bridgestone tires on the vehicle
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Neither *** *** nor *** *** called me since I left my first complaint*** *** originally was going to replace all four tires with Bridgestone tires of the same size, but when he noticed I was keenly observing his team's work on my car, he reinspected my car and asked me how far was my commute (which I had originally stated)He then finally admitted getting all same size tires outside the limits of manufacturer's specifications would have damaged my vehicle in the long run which contrasts with his original sales pitch of going outside manufacturer's specifications would not harm my vehicle in the long run*** *** and *** *** did not contact me via verbal nor written communication*** tires are not of the same quality as BridgestoneThe price *** *** charged me for the *** tires were on par with the Bridgestone tires he sold me*** tires retail pricing are significantly less than Bridgestone tiresHe liedHe attempted to deceive meIf he did not attempt to deceive me, why did he make the statement, "What? Oh, how did I get that on there? Oh, just delete that." This was his response after his employee who finalized my invoice inquired into the two *** Pro Contact tiresI am not the only customer he and other members of his team has acted unprofessionally towards, check the *** and *** reviewsMy desired resolution is a full refund of my invoiceThe apology letter request has clearly been ignored and dismissed because the written response from *** *** clearly states neither *** nor *** will admit to any wrong doing*** *** will continue his unprofessional habits and tactics towards any customer he deems he can easily manipulateI will continue filing until an apology letter from *** *** and a full refund of my invoice is received
Final Consumer Response /* (2000, 11, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 9, 2015/07/29) */
Contact Name and Title: *** *** Area Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
We have no reason to give a full refund on a set of tires that Ms*** is still in possession ofI have no problem at all refunding her tires as long as she retunrs our product to usYou can't keep a product and still get a refund over a mistake someone madeI know I left her message on the date stated in my original responseAnswering complaints is part of my job and nobody has ever said I did not attempt to contact themI did not state that *** did not make a mistake in how he handled this situation but everyone at the store has a different story than Ms*** told me that Ms*** requested Bridgestone tires and he thought the tires he sold her would work but he was incorrectI have known *** for many years and he is absolutely not a dishonest person and would not have purposely deceived Ms***As far as *** and *** goes, we work on over one thousand vehicles every month at this location and it is almost impossible to have all positive comments on those sitesWe take customer satisfaction very seriously and would like to make Ms*** happyAllowing someoen to keep a product for free is not what happens when someone makes a mistakeOur poilcy on Bridgestone tires is that we will take our tires off if you don't like them and either put on different tires or the customer can purchase new tires somewhere else and we will then refund the tiresYou can't just keep the product and not pay for themI will still give her the same offer of replacing her tires with a set of *** tiresShe already has but I will replace all of them at the same time at another storeI can also have *** write an apology letter for the mistake he made
Complaint:
I am rejecting this response because: I talk to someone time and I haven't hear anything back from them since to say the matter has been resolved!!
Sincerely,
Robert ***
Initial Business Response /* (1000, 5, 2015/04/13) */
Apparently there was a misunderstanding, because customer was given option of new factory wheels, but customer declined d/t costWe gave option of salvage wheels, which is what he agreed to, but there must have been a misunderstandingWe
agreed to refund $to customer, and check has been issued
Complaint:
***
I am rejecting this response because: although my vehicle is completeI am still out of pocket a few thousand dollars in rental car fees, that the company has refuse to reimburse me ofI have had increased financial stress on my household because of the long time it took to fix my vehicleI am very upset about this matter
Sincerely,
Jasmine ***
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,
Tom* ***
Initial Business Response /* (1000, 5, 2014/12/05) */
We will be refunding the full amount of what this customer has spentContacted customer on issue and let the store know what we will be doingCustomer is very happy with a full refund of
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 the store resolved this issue by offering the refund of $Again, we apologize for any inconvenienceThank you for giving us the opportunity to make things right!
Area Management has left another message today (10/5) requesting contact backOur records also indicate that there are two parties contacting our office about this case, Keith and Robert which may be causing some disconnectWe would suggest that the vehicle owner and party that authorized the services in question be the individual that contacts Area Management back
Initial Business Response /* (1000, 5, 2014/09/15) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
after speaking with Ms.*** and recounting the visit and the events that lead to her complaint I apologized and assured her that her feedback would
lead to a much more customer centric visit if she allowed us the opportunity to service her vehicle again
Initial Consumer Rebuttal /* (3000, 7, 2014/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept their apology to me personallyI just want the general public to be advised of this type of practiceI feel that based on my experience, trying to convince customers that they need unnecessary work is clearly something that Firestone corporate is condoning/mandating/bonusing their employees for in an effort to increase sales
Final Business Response /* (4000, 9, 2014/09/19) */
we appreciate and thank Mrs *** for her opinions and hope that the next experience would be more to her satisfaction
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
From: No Public Profile [***@hotmail.com] Sent: Thursday, May 26, 8:PM To: *** *** *** Subject: RE: complaint#*** Since that was the price of the tire, that sounds like an acceptable solutionI would agree to that. *** ***
Sincerely,
*** ***
We certainly apologize for the situation and we would like to do our best to review and resolve ** *** concerns.After our investigation with the Area Manager, the following was the explanation he gave on the situation,"The fluids that are to be filled during a courtesy check were
filled, but the
coolant was low and the store recommended further inspection to
determine why it was low. We advised the customer that the coolant is in
a sealed system and should not be low unless there is a problem, hence the
recommendation for further inspection. He became irate and stated that we
were trying to take advantage of him and sell him services he did not
need. At that point the store finished the work the customer
brought it in for and returned the vehicle to the customerThey explained to
him that they did not top off the coolant (and I explained this to the customer
as well) as doing so without determining if there is a bigger issue causing the
fluids to be low might exacerbate an unsafe condition and put us in a position
of liability if the vehicle suffered a failure related to the cooling system.*** ***Area Manager - Baytown Area" Also, we have previous cases with the same customerIn our previous case with him we have had similar instances where our employees felt threatened by *** *** and do not appreciate the type of language he is using towards themIt has been noted in multiple cases with *** *** of this issue when attempting to communicate with himWe apologize for any communications issues or misunderstandings we have had with *** ***
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 resolveAfter further review.The Area Manager issued a refund of $to resolve this matterThank you
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 this matter so that Field Management can help ensure all of our locations are abiding by the Nationwide Warranty that came with your alignment serviceOur records indicate that management has recently been in contact and the warranty alignment service has been arranged
Please reach back out to Field Management should you have any additional questions or concerns
We received confirmation that the customer was sent E-statements that were successfully delivered each month. See CFNA's statements below:In April payment in full was received late, $late fee added 9/9/He contacted CFNA we credited the fees and cleared the pay history because the balance was due to a late feeHe made a purchase on the same day 9/9/a for $no payment received until 2/10/E-statements were successfully delivered each month to the same email ***@gmail.com since 1/
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
Initial Business Response /* (1000, 21, 2015/09/29) */
Initial Business Response /* (1000, 10, 2015/09/17) */
Contact Name and Title: Randy *** AM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@tiresplus.com
The mileage on this vehicle at the time of service is listed on the invoice as 145,Per the store manager Mike C, the oil cap was
left off the oil fill and the motor was started and driven less than feetThe manager personally cleaned up the oil and topped off the engine oil and verified it was full prior to the customer leavingManager states less than 1/quart of oil had to be added back
According to the 2nd work order the mileage was 146,when the vehicle was towed back to the store on 8/31/Therefore the vehicle had traveled approximately 1,milesUpon inspection there appeared to be knocking noises coming from the lower end of the engine which would indicate internal engine failureUpon return the vehicle was full of oilThe oil filter and housing was dryThe store quoted a price to replace the engineThe vehicle was left at the store for approximately week and the customer had the vehicle towed awayDue to the age of the vehicle and mileage on the engine it is not uncommon for internal engine failure to occurThe cap being left off the oil fill neck at start up would not have leaked enough oil to cause engine damage or internal engine failure
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 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
Initial Business Response /* (1000, 5, 2015/07/27) */
Contact Name and Title: *** *** Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
I received the original complaint from Ms*** on 4/26/I called and left a message for her on 4/27/Our plan at that
time was to replace the Bridgestone tires with *** tires so all would matchShe never returned my callThe store manager also tried to call her and never reseived a return callWe will gladly replace the Bridgestone tires with *** tires at no charge at any Firestone location or she can take her vehicle to another tire company to have these tires replacedWe can refund her money once we receive the tires we installedThere was some confusion during the intitial sales process but *** definitely did not intentionally attempt to mislead herThis vehicle takes different sizes of tires and Bridgestone only makes the size for the rear of this vehicle*** was going to see if that same size tire would fit the front as wellWhen he found out they did not fit, that is when they had to order *** tires for the frontHe should have ordered all *** tires in the beginning instead of trying to put the Bridgestone tires on the vehicle
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Neither *** *** nor *** *** called me since I left my first complaint*** *** originally was going to replace all four tires with Bridgestone tires of the same size, but when he noticed I was keenly observing his team's work on my car, he reinspected my car and asked me how far was my commute (which I had originally stated)He then finally admitted getting all same size tires outside the limits of manufacturer's specifications would have damaged my vehicle in the long run which contrasts with his original sales pitch of going outside manufacturer's specifications would not harm my vehicle in the long run*** *** and *** *** did not contact me via verbal nor written communication*** tires are not of the same quality as BridgestoneThe price *** *** charged me for the *** tires were on par with the Bridgestone tires he sold me*** tires retail pricing are significantly less than Bridgestone tiresHe liedHe attempted to deceive meIf he did not attempt to deceive me, why did he make the statement, "What? Oh, how did I get that on there? Oh, just delete that." This was his response after his employee who finalized my invoice inquired into the two *** Pro Contact tiresI am not the only customer he and other members of his team has acted unprofessionally towards, check the *** and *** reviewsMy desired resolution is a full refund of my invoiceThe apology letter request has clearly been ignored and dismissed because the written response from *** *** clearly states neither *** nor *** will admit to any wrong doing*** *** will continue his unprofessional habits and tactics towards any customer he deems he can easily manipulateI will continue filing until an apology letter from *** *** and a full refund of my invoice is received
Final Consumer Response /* (2000, 11, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 9, 2015/07/29) */
Contact Name and Title: *** *** Area Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
We have no reason to give a full refund on a set of tires that Ms*** is still in possession ofI have no problem at all refunding her tires as long as she retunrs our product to usYou can't keep a product and still get a refund over a mistake someone madeI know I left her message on the date stated in my original responseAnswering complaints is part of my job and nobody has ever said I did not attempt to contact themI did not state that *** did not make a mistake in how he handled this situation but everyone at the store has a different story than Ms*** told me that Ms*** requested Bridgestone tires and he thought the tires he sold her would work but he was incorrectI have known *** for many years and he is absolutely not a dishonest person and would not have purposely deceived Ms***As far as *** and *** goes, we work on over one thousand vehicles every month at this location and it is almost impossible to have all positive comments on those sitesWe take customer satisfaction very seriously and would like to make Ms*** happyAllowing someoen to keep a product for free is not what happens when someone makes a mistakeOur poilcy on Bridgestone tires is that we will take our tires off if you don't like them and either put on different tires or the customer can purchase new tires somewhere else and we will then refund the tiresYou can't just keep the product and not pay for themI will still give her the same offer of replacing her tires with a set of *** tiresShe already has but I will replace all of them at the same time at another storeI can also have *** write an apology letter for the mistake he made
Complaint:
I am rejecting this response because: I talk to someone time and I haven't hear anything back from them since to say the matter has been resolved!!
Sincerely,
Robert ***
Initial Business Response /* (1000, 5, 2015/04/13) */
Apparently there was a misunderstanding, because customer was given option of new factory wheels, but customer declined d/t costWe gave option of salvage wheels, which is what he agreed to, but there must have been a misunderstandingWe
agreed to refund $to customer, and check has been issued
Complaint:
***
I am rejecting this response because: although my vehicle is completeI am still out of pocket a few thousand dollars in rental car fees, that the company has refuse to reimburse me ofI have had increased financial stress on my household because of the long time it took to fix my vehicleI am very upset about this matter
Sincerely,
Jasmine ***