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 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!
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,
*** ***
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
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,
*** ***
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/
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, 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
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
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
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
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
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
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 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, 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
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 ***
Initial Business Response /* (1000, 5, 2014/10/05) */
Contact Name and Title: *** *** AM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Decision was made to refund customer the remaining balance on the invoice of $Prior refund had been given in Dec at
which time customer stated he understood the warrnty was voided as the complete cost had been refundedCustomer refused to discuss problems he was experiencing and would not provide FCAC to inspect the issue unless we agreed to cover all issues foundcustomer is aware at this ppiint there is no warrnty and he should nopt pursue a warrnty in any FCAC facility
Initial Consumer Rebuttal /* (3000, 7, 2014/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The refund was for improper sales practicesTelling me I "HAD" to get "Extra" work done and not "recommending" the repairDuring this repair, The Firestone Complete Care Facility took my original factory caliber that did not need replaced and gave me a faulty one insteadI have attached the repair bill that needs to be refunded alsoI was not given options as stated in the business responseI was just told no to the warranty workWas not asked to bring vehicle in for inspectionNo reason to do so if no warranty was declined by the facility and regional managerThe refund of is due and acceptedNow the dollars needs to be refunded
Final Business Response /* (4000, 9, 2014/10/08) */
Processed check for $10/8/
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 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!
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,
*** ***
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
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,
*** ***
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/
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, 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
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
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
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
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
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
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 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, 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
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 ***
Initial Business Response /* (1000, 5, 2014/10/05) */
Contact Name and Title: *** *** AM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Decision was made to refund customer the remaining balance on the invoice of $Prior refund had been given in Dec at
which time customer stated he understood the warrnty was voided as the complete cost had been refundedCustomer refused to discuss problems he was experiencing and would not provide FCAC to inspect the issue unless we agreed to cover all issues foundcustomer is aware at this ppiint there is no warrnty and he should nopt pursue a warrnty in any FCAC facility
Initial Consumer Rebuttal /* (3000, 7, 2014/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The refund was for improper sales practicesTelling me I "HAD" to get "Extra" work done and not "recommending" the repairDuring this repair, The Firestone Complete Care Facility took my original factory caliber that did not need replaced and gave me a faulty one insteadI have attached the repair bill that needs to be refunded alsoI was not given options as stated in the business responseI was just told no to the warranty workWas not asked to bring vehicle in for inspectionNo reason to do so if no warranty was declined by the facility and regional managerThe refund of is due and acceptedNow the dollars needs to be refunded
Final Business Response /* (4000, 9, 2014/10/08) */
Processed check for $10/8/
Initial Business Response /* (1000, 5, 2015/07/07) */
Please provide the address of the Firestone Store referenced in this matter
Thank you