Revdex.com:
I have reviewed the response to give refund made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Mary ***
Initial Business Response /* (1000, 5, 2014/10/01) */
Contact Name and Title: *** *** - Area Mgr
Contact Phone: XXX XXX-XXXX
Contact Email: ***@bfrc.com
The Tires Plus team apologized and refunded Mr*** $back for the tune up repairs done to his vehicle
We apologize if the brake and ball joint service performed was not to your satisfactionThe concerns listed were forwarded to field management to help make things rightAt this time, our file indicates that field management has been in contact and the vehicle is fully repairedPlease reach back
out to store management should you have any additional questions or concerns
Thank you for alerting us of your tire concerns as we take tire safety very seriouslyA formal file was created to document your experience within which our notes indicate Area Management has been in contact to ensure the tire issue is corrected and your concerns are properly addressedPlease
reach back out to Area Management should you have any additional requests or concerns
We assure you that we take any allegation of vehicle damage very seriously and thank you for alerting us of the stores actions thus farWe have created a formal damage claim to be investigated which indicates a 3rd-Party inspection report was recently finalized and forwarded to management for
reviewYour assigned claims advisor will be reaching out shortly to discuss the findings listed within the aforementioned inspection report
This is being investigated by our corporate claims departmentThe claims specialist, Gil, will follow up with the customer to review the investigation and determine the proper resolution
Complaint: ***
I am
rejecting this response because: I appreciate the goodwill offer from FirestoneHowever, I am awaiting additional information with regards to the name of the manufacturer so I can check the warranty information offered from the manufacturerI will update my acceptance after receiving the requested information.
Sincerely,
Wendell ***
Initial Business Response /* (1000, 18, 2015/08/24) */
The Area Manager, Luke ***, reached out to the customer to find out that this issued had been resolved months ago by the storeLuke found out she was given two tires at no charge, and then when those tires wore out, she was given tires
and an alignment package at a reduced priceThe customer was happy with this resolutifurther action neededPlease close this caseThank you
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 has indicated that he has reached out to you and apologized, provided tires at no charge and has done follcoaching with the teammates in efforts to resolve this matterThank you for giving us the opportunity to make this rightWe truly value your business
Initial Business Response /* (1000, 6, 2015/10/09) */
As of 09/the Area Manager the customer was coming back to the store that Friday to address the concernI believe this is resolvedIf not, let me know and I will have further action takenThank you
Final Consumer Response /* (2000, 5, 2015/09/18) */
Hi, I have already been refunded my money from Firestone so here is no need to contact them further
The case number is XXXXXXXX
Rachel ***
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
Thank you
Sincerely,
*** ***
Initial Business Response /* (1000, 8, 2015/03/30) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
my service manager *** *** went over to the customers mechanic who had the car and reviewed the vehicvle with our lead tech ( ***
*** the exhaust manifold and front pipe that we did last year were in fine orderthe issues with the vehicle were rotted brake and fuel lines that have deteriorated over timeHer mechanic agreed that the issue has nothing to do with our repair and he was not passing it for inspection until these issues mwere repairedthe needed repairs have nothing to do with our previous work and her mechanic agreedwe informed the customer of the findings
Initial Consumer Rebuttal /* (3000, 10, 2015/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Today I picked up my car and, regarding their reply here, apparently the Firestone people were only interested on seeing things from their side, therefore my mechanics were wasting their timeIt was *** at the *** shop who actually told me to contact the people who did this terrible jobI also gave him copies of my receipts from last year from FirestoneAnd the last time I was at Firestone it was because I had to take the car back since it was still having problemsThat time they charged me an additional $200+ to fix it which was a week after they had charged me $300+ for workFrom last May until now, they were the only ones who saw and worked on my carIf my mechanics warned me about the car problems right after they saw my car, then the Firestone people, if they didn't see anything, are just plain blind and cluelessMy mechanics also cannot understand that
I had no choice but to spend another $to fix what they did wrongWhat a horrible experienceBut I knew from the beginning that they would deny everythingI was just following instructions from *** at the *** shop who kept telling me that this work was so dangerous that I should contact Firestone to at least get my money backHe insisted in not doing any work on my car until I filed a formal complainSo I did thatBut, unfortunately, I had no hope from the beginningI knew that, in the end, it was my word against theirsI was sure that they would deny doing anything wrongThe manager at *** told me that he's been working there for more than years and that they definitely know what they are doingFirestone is just the absolute worst place to go to fix your carI'll make sure to tell others that
I won't pursue this anymore, since they would not accept responsibility for what they did wrong
Just want to thank you for your helpI learned a lot from thisGod bless
Thanks again for your time
Best,
***
Initial Business Response /* (1000, 8, 2015/04/22) */
Bridgestone/Firestone maintains the best values in integrity with regards to customer service
We provided the customer with the work that she paid forAny perceived misconduct by our employees is totally misplacedWe strive to provide all
our customers with the best service possible to keep them satisfied and coming backIf this customer is less than satisfied, we would refund the $
Initial Consumer Rebuttal /* (2000, 10, 2015/04/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Firestone did the right thing and issued a refundWe appreciate their attention to customer careWe are completely satisfied with the resolution of this matterThank you for your assistance
Revdex.com:
I have reviewed the response to give refund made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Mary ***
Initial Business Response /* (1000, 5, 2014/10/01) */
Contact Name and Title: *** *** - Area Mgr
Contact Phone: XXX XXX-XXXX
Contact Email: ***@bfrc.com
The Tires Plus team apologized and refunded Mr*** $back for the tune up repairs done to his vehicle
We apologize if the brake and ball joint service performed was not to your satisfactionThe concerns listed were forwarded to field management to help make things rightAt this time, our file indicates that field management has been in contact and the vehicle is fully repairedPlease reach back
out to store management should you have any additional questions or concerns
Thank you for alerting us of your tire concerns as we take tire safety very seriouslyA formal file was created to document your experience within which our notes indicate Area Management has been in contact to ensure the tire issue is corrected and your concerns are properly addressedPlease
reach back out to Area Management should you have any additional requests or concerns
This is being set up as an internal case and the Area Manager will review/contact the customer
We assure you that we take any allegation of vehicle damage very seriously and thank you for alerting us of the stores actions thus farWe have created a formal damage claim to be investigated which indicates a 3rd-Party inspection report was recently finalized and forwarded to management for
reviewYour assigned claims advisor will be reaching out shortly to discuss the findings listed within the aforementioned inspection report
This is being investigated by our corporate claims departmentThe claims specialist, Gil, will follow up with the customer to review the investigation and determine the proper resolution
Complaint: ***
I am
rejecting this response because: I appreciate the goodwill offer from FirestoneHowever, I am awaiting additional information with regards to the name of the manufacturer so I can check the warranty information offered from the manufacturerI will update my acceptance after receiving the requested information.
Sincerely,
Wendell ***
Initial Business Response /* (1000, 18, 2015/08/24) */
The Area Manager, Luke ***, reached out to the customer to find out that this issued had been resolved months ago by the storeLuke found out she was given two tires at no charge, and then when those tires wore out, she was given tires
and an alignment package at a reduced priceThe customer was happy with this resolutifurther action neededPlease close this caseThank you
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 has indicated that he has reached out to you and apologized, provided tires at no charge and has done follcoaching with the teammates in efforts to resolve this matterThank you for giving us the opportunity to make this rightWe truly value your business
Initial Business Response /* (1000, 24, 2015/08/20) */
This was resolved and we sent the customer a check for $
Ref case # XXXXXXX
Initial Business Response /* (1000, 6, 2015/10/09) */
As of 09/the Area Manager the customer was coming back to the store that Friday to address the concernI believe this is resolvedIf not, let me know and I will have further action takenThank you
We are currently waiting on the customer to send in documentation to the claims advisor for further review and consideration
Final Consumer Response /* (2000, 5, 2015/09/18) */
Hi, I have already been refunded my money from Firestone so here is no need to contact them further
The case number is XXXXXXXX
Rachel ***
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
Thank you
Sincerely,
*** ***
This has been set up as an internal case and the Area Manager will review/follow up with the customer to attempt to resolve this matter
An internal case has been set up for the Area Manager to review and resolve
Complaint: ***
I am rejecting this response because:An agreement has been reached but no payment for it has been received
Sincerely,
D***
Initial Business Response /* (1000, 8, 2015/03/30) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
my service manager *** *** went over to the customers mechanic who had the car and reviewed the vehicvle with our lead tech ( ***
*** the exhaust manifold and front pipe that we did last year were in fine orderthe issues with the vehicle were rotted brake and fuel lines that have deteriorated over timeHer mechanic agreed that the issue has nothing to do with our repair and he was not passing it for inspection until these issues mwere repairedthe needed repairs have nothing to do with our previous work and her mechanic agreedwe informed the customer of the findings
Initial Consumer Rebuttal /* (3000, 10, 2015/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Today I picked up my car and, regarding their reply here, apparently the Firestone people were only interested on seeing things from their side, therefore my mechanics were wasting their timeIt was *** at the *** shop who actually told me to contact the people who did this terrible jobI also gave him copies of my receipts from last year from FirestoneAnd the last time I was at Firestone it was because I had to take the car back since it was still having problemsThat time they charged me an additional $200+ to fix it which was a week after they had charged me $300+ for workFrom last May until now, they were the only ones who saw and worked on my carIf my mechanics warned me about the car problems right after they saw my car, then the Firestone people, if they didn't see anything, are just plain blind and cluelessMy mechanics also cannot understand that
I had no choice but to spend another $to fix what they did wrongWhat a horrible experienceBut I knew from the beginning that they would deny everythingI was just following instructions from *** at the *** shop who kept telling me that this work was so dangerous that I should contact Firestone to at least get my money backHe insisted in not doing any work on my car until I filed a formal complainSo I did thatBut, unfortunately, I had no hope from the beginningI knew that, in the end, it was my word against theirsI was sure that they would deny doing anything wrongThe manager at *** told me that he's been working there for more than years and that they definitely know what they are doingFirestone is just the absolute worst place to go to fix your carI'll make sure to tell others that
I won't pursue this anymore, since they would not accept responsibility for what they did wrong
Just want to thank you for your helpI learned a lot from thisGod bless
Thanks again for your time
Best,
***
Initial Business Response /* (1000, 8, 2015/04/22) */
Bridgestone/Firestone maintains the best values in integrity with regards to customer service
We provided the customer with the work that she paid forAny perceived misconduct by our employees is totally misplacedWe strive to provide all
our customers with the best service possible to keep them satisfied and coming backIf this customer is less than satisfied, we would refund the $
Initial Consumer Rebuttal /* (2000, 10, 2015/04/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Firestone did the right thing and issued a refundWe appreciate their attention to customer careWe are completely satisfied with the resolution of this matterThank you for your assistance