Initial Business Response /* (1000, 7, 2015/10/06) */
Would the customer like this to be reviewed by our corporate claims department? We could send an independent inspector out to verify if the failure is related to any of our work or notHowever, the claims advisor would need to contact Mr
*** directly throughout this process
Initial Consumer Rebuttal /* (3000, 9, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I definitely would like to speak with corporateI contacted corporate a month ago, but apparently corporate continues to allow the local Firestone store to handle this matterWhich to this point has not resolvedThis response comes a month to late as I have already paid another auto shop to replace the engineI only ask that this local business accept some responsibility, seeing as this Firestone store was the only business to recently perform any engine work on this car
Final Consumer Response /* (4200, 13, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Until I actually speak to someone from corporate, I wil not accept any proposals
Final Business Response /* (4000, 16, 2015/10/26) */
I do not see the consumer's rebuttal?
Initial Business Response /* (1000, 16, 2015/05/18) */
Repairs have been completed as requested by customerif any further information is needed please have customer contact the store
Initial Consumer Rebuttal /* (3000, 18, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the
response from the business.)
I have contacted the store and they were no help at allI had to pay for parts that did not fix the problemI had to take my vehicle to *** to be repairedIt was Firestone employee that installed the timing chain incorrectlyA timing belt can cause extensive damage if it's installed incorrectlyTo replace the chains and guides, be certain to align the camshafts and crankshaftIf valve timing is not properly set, the valves may hit the pistons and cause severe engine damageThis is what happened to my vehicleFirestone installed parts incorrectlyPlease be sure that I am going to be telling EVERYONE I know, about the horrible service that I receivedI have also contacted news agencies to air my complaints and concerns
Final Consumer Response /* (4200, 26, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have tried to contact, no reply
Final Business Response /* (4000, 30, 2015/07/07) */
the Area Manager, *** *** entered a note on 06/to have the customer contact him directly:
Please have consumer contact me directly at XXX-XXX-XXXX*** *** Area Manager
*** *** in customer retention dept also left him a message on 07/07/to discuss if tehre are any further issues that still need to be resolved*** can be reached at XXX-XXX-XXXX
Initial Business Response /* (1000, 8, 2015/04/09) */
The area manager has left several detailed messages for the customer to return his callArea Manager is *** ***
Per our Firestone Fixed-right
guarantee,if the automotive repair or service was performed improperly, then we will re-perform the service at no additional charge to you during the established warranty periodIn this case, we ensured there was no additional charge to you for making sure the vehicle was fully repaired to operating specificationsWe apologize for any additional inconvenience this may have caused 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 corporate claims department to review and investigate the claim. The claim was initially deniedThe claims supervisor indicates that he followed up with you as well to review the caseUnfortunately, the independent inspection report did not find any fault of ours and the claim was not acceptedWe apologize that we were unable to assist with repairs to your vehicle
Initial Business Response /* (1000, 21, 2015/08/28) */
Contact Name and Title: O *** Area Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@tiresplus.com
Mr.Howinton,
I am sorry to hear of your recent concern with our Conyers locationI would like to assist you with resolving your
issues immediatelyLet me know what monies(credits) you are due and we *** move forward with review and issueance after said reviewPlease feel free to email me directly at ***@tiresplus.com
Thanks for your time
O ***
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 23, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
a vague "we will take a look and maybe make it right" is not resolution
an invitation to resend the same information already sent to shop and corp office, and Revdex.com formal complaint is not a resolution
Waiting for over six months, countless hours on this issue and the response "send another email with repetitive information" is not an acceptable response or resolution
Issues are widespread in the communities and TP has seemingly more unhappy former customers, than happy repeat customersPerhaps the resolution is for TP to fix their issues?
Dear ***@tiresplus.com:
I would welcome a swift resolution to this matterUnfortunately, this is more than one issue and likely exceeds a "credit" resolutionAs a recap:
- I had a wheel bearing replacedIt was faultyIt needed to be replacedThe agent took the liberty of replacing both, without my consentI probably would have oked, had he asked, and likely would not have been upset if the work was done correctlyIt was notI called the same day to indicate the issue with the bearing and setup an appointmentMy wife brought the vehicle back, and hours AFTER the schedule appointment time, they began to evaluate itShe is a terminal patient and sitting in a waiting room for seven hours AFTER the scheduled time, is not good for her healthThe hours to wait at this shop are not uncommon, but it was surprising given the nature of the issue an an APPOINTMENT was setThe technician found the issue, but as is typical, the counter-agent insisted to try to upsell more itemsHe also charged her an inspection fee of $20, to fix the issueAn inspection fee to fix what was not done correctly to begin with? I called after learning about this and was given a choice of a free oil change or a credit back to my accountThe oil change has no value to me since TP sells inferior oil and the counter-agent made it crystal clear they could not "use customer provided parts" (sealed oil, really?)I elected for the credit, and it has not been appliedOver six months laterIt likely is irrelevant since the account has a 0- balance as of today
- Upsell: In the effort to hide the fact the wheel bearing was not installed correctly, another agent presented a rotor for my wife to inspect showing it was "bad"While that particular rotor may have been bad, it did not come off of the vehicle as the agent indicatedHow do I know this? She sent me a pictureOf a rotorThat vehicle's front rotors are a solid unit, requires a hub assembly (rotor and hub as a solid piece)Further, those rotors and pads had less than 5k milesTo add insult to injury that was the second attemptThe first attempt (again after the SEVEN hour wait past the scheduled time), the agent indicated and provided a quote to replace the wheel bearingsThe wheel bearingsThe same ones TP replaced days previouslyTP must routinely repeat work and charge the customer when they fail to perform correctly? After some time my wife finally got the really smart desk agent (she was a female and likely one of only a few so you can verify who it was) to realize the work quoted was the same work TP had just done previouslyAfter that, she disappeared and came back with a damaged rotor trying to convince my wife it came off of that vehicleI guess managers are paid commission on upsells and she was struggling to find a way to meet the daily target or something
- The above two trips were on top of previous damagesAt the time of the tires were installed initially, a tech damaged the lugnut cover of one wheelHe or She realized their mistake and it was evident they tried to repair it- I noticed this a few weeks later when I was trying to troubleshoot the alignment issueSee, I paid for an alignment and "total suspension inspection" or something like that at the time of the tires being installedThere was no inspection, because VISUAL inspect of the front driver's side LCA and outter tirerod was pretty obvious they were shotNo worries, I replaced myself- but at the time of the tire installation would have happily paid TP to perform the work (assuming the grade of parts was better than the grade of oil TP pushes)What good was that inspection fee if something so obvious was missed? What good is an alignment if alignment parts are damaged?
- When my wife returned home from the last trip there (to fix what TP messed up, and a total of nine hours of wait time later), that damaged wheel cover was completely missing, likely the "fix" (he glued the metal spring pieces together) was unfixed during this ordealI verified this by removing all threeThose three were in fine order and did not have the glue on it, therefore the missing one was indeed the one that TP damaged, fixed, and then subsequently lost after trying to resell work TP did incorrectly then making up other repairs
- I specifically asked for weights to be placed on the INSIDE of the wheelsOn two vehicles (the one mentioned above and one of the other ones I mistakenly had serviced by TP) some weights were placed on the outside, while others are on the insideHow hard is it to tell the difference? I have trained mechanics before and have never run across one that could not distinguish between the two- inside and outside of wheelWhile the agent's counsel is noted, I am not inclined to really "care" about his opinion on where to put the weightsIts my vehicle, its my request, and I am payingI also know that I want and how it works as I owned a shop for several yearsDo what I tell you or don't do anything at allIn over years of driving, owning a shop, and driving well over a million miles in my life, I have never, ever, run into a tireshop that could not understand how to put weights on the inside of a tireI mean seriously, how difficult is that? Once, I could see an oversight as it is not a common request- three or more times? This includes high schoolers that were doing a work-study program through their school at my shopWeights on the inside- how hard is that?
- On the second vehicle, I thought surely that a TIRE shop could properly rotate tiresI was quite surprised when the technicians did not understand that DIRECTIONAL slicers were only oriented one wayAfter the rotation, they were not oriented the correct way
(perhaps the inside outside dilemma confused them so much they got it wrong?)Directional slicers, how hard is that? My seven year-old even noticed it right away as asked why I put it on backwardsI said I did not, trained professionals did thatAs trained professionals, I am sure it is understood the point in directional slicers, such as directional tires is they are designed to be installed ONE wayAs a matter of fact, they are even indicated which SIDE of the vehicle they go on R or L (R stands for right, and L stands for left, for your information)The other part of the design is for supposed increased airflow to pull heat off of the brakes
So in summary, what is actually owed to me is:
$credit for the "inspection" fee that was unnecessaryWhy should I be charged a fee to look at and determine it was not completely repaired to begin with or charged for you to verify that you messed up?
Credit for the fee charged at the time installation of an "inspection" since, well obviously, the tech was untrained, blind, or both and missed critical and key failed suspension parts (again- just a quick glance showed the part needed to be replaced- no special skills needed for that part)The rubber was completely gone where there should have been bushings on the LCA and tie rods)While I applaud your efforts to give mentally challenged a fair chance at earning a living, these folks may be better off working in another capacity if they can not tell the difference between the "inside" and "outside" of a wheel or understand where rubber bushings should be and if they are not present, it is likely a worn part that should be replaced immediatelyAs a matter of fact the shops I have used across the country will all NOT do an alignment when serious issues exists an d the customer declines the repair, since it is a pointless activity if the underlying issues are not resolved
A partial credit for the alignment feeI believe an alignment was indeed done- a well trained tech followed the computer instructions very well, just like a year old could doThe other part of the alignment process, should be to keep the vehicle alignedThis is not possible when key components are not functioning correctly, such as LCA and tierod- they are well some say they are part of the alignment process system on top of a critical safety component- surely those experts are just being silly based on the decisions made by professional installers at TP
A replacement of the lugnut cover to match the other threeTP utilized two opportunities in the damage and subsequent loss of said coverThese are as stock as stock/OEM can be
Final Consumer Response /* (2000, 36, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the address is the same as you should have on file:
Maple Street Conyers Georgia
let me know what your final decision and what your proposed is, as I not sure what is fair about alignmentif this can be resolved, I will give Firestone a chance to maintain my business (I have cars that need tires alignments and the like as they collect miles)I hope improvements can be made to the quality of service at that TiresPlus location as well as customer serviceas it has suffered a serious decline on both fronts
thank you
mph
Final Business Response /* (4000, 34, 2015/10/08) */
Contact Name and Title: O *** Area Manager
Contact Phone: XXX-XXX-XXXX
MrHowingtin,
We agree that is fairHow would you like it processedWe can process a check request, if you coould just validate your address for us, we could expedite this request
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,
*** ***
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
As long as the business completely fulfill their end of the bargain and fix my car back to the condition it was in before it was damaged in their shopAnd pay for the rental car that is needed while the car is in the shop for one day
Sincerely,
*** ***
Initial Business Response /* (1000, 8, 2015/04/07) */
Contact Name and Title: *** *** Area Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
This is for store # XXXXXX the *** store
this is not in Region
Complaint:
I am rejecting this response because:
Sincerely,
Ernie *** This store and the company itself has still not dealt with the fact that they attempted to have me pay for errors on their part. If this is not criminal, it is at least highly civil. My question is how many other's has this store perpetrated a fraud against. Again, I have still not heard from anyone representing Firestone
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11148017, and find that this resolution is satisfactory to me
Sincerely,
Sylvia *** P.SI have tried several ttimes to reach back out to the business, I've left messages and no call backI don't know what their agreement may be other than this dollars amount, but I have other repairs made by themThe repairs made are under warranty and what they are offering aren't even close to what it would take to start over with someone elseI do not agree to them not being liable for any other repairs made by them and under warrantyI still hold them liable to acknowledge any other services they have provided and under warrantyAnd, may the continue the hold the warranted parts their responsibility or pay me back in full for ever dollars I have spent and I will never use their services again
We understand that your time is valuable and apologize for any inconvenience you may have experienced during these return visitsOur records indicate that management has been in contact and the tires in question have been replaced under warranty to fully resolve the vibration issuePlease reach
out to any of our Tires Plus locations should you have any concerns with the new tires
Initial Business Response /* (1000, 28, 2015/09/09) */
The Area Manager called the customer, apologized and reviewed issue with the store manager
Initial Consumer Rebuttal /* (3000, 30, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The area
manager never call me I called him and he never apologized to me and I do not know what happen between him and the store manager
Final Business Response /* (4000, 34, 2015/10/12) */
The Region Manager indicates:
I just spoke with OrlandoI apologized for the issues and taking so longHe has taken his vehicle to another Tires Plus by his house in Omaha and they fixed the problemI offered him $for his trouble and doubts with our sincerityHe accepted and was very please he received the call from me today
Final Consumer Response /* (2000, 36, 2015/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted the managers offer of $for my troubles with tires plus
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 claims department to investigateYour claims specialist is *** *** and he has tried to reach you to discuss the claimHe has emailed and left you a voicemailPlease return his call at ***Thank you
The Area Manager indicates this issue has been resolved and a refund for $was issuedWe apologize for the situation and we hope this matter is considered resolvedThank 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 and Store Manager indicated the below information regarding the situation and resolution:The parts were available for the customer to see however the customer was unavailable to see the parts for some timeThe parts were finally sent in for warranty/core returnsWe apologize for the issue and we have offered to refund the amount of the calipers (the rest of the brake work was covered under warranty) because we never want any customer to feel that they have been taken advantage of
Complaint:
I am rejecting this response because:As I shared with the Area Manager, the reimbursement of $is not enough to validate my personal safety or guarantee the quality of work that was completed on my vehicleThe $was for reimbursement of my lifetime servicesI cannot guarantee any of the work done on my vehicle by Firestone given it failed Missouri State Inspection less than a week after I was at Firestone for the second timeI refuse to go back to Firestone if anything should go wrong and I feel a full reimbursement is fair given my experience both with customer service and also with gross incompetence on behalf of the technicians.
Sincerely,
Angela ***
Initial Business Response /* (1000, 7, 2015/10/06) */
Would the customer like this to be reviewed by our corporate claims department? We could send an independent inspector out to verify if the failure is related to any of our work or notHowever, the claims advisor would need to contact Mr
*** directly throughout this process
Initial Consumer Rebuttal /* (3000, 9, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I definitely would like to speak with corporateI contacted corporate a month ago, but apparently corporate continues to allow the local Firestone store to handle this matterWhich to this point has not resolvedThis response comes a month to late as I have already paid another auto shop to replace the engineI only ask that this local business accept some responsibility, seeing as this Firestone store was the only business to recently perform any engine work on this car
Final Consumer Response /* (4200, 13, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Until I actually speak to someone from corporate, I wil not accept any proposals
Final Business Response /* (4000, 16, 2015/10/26) */
I do not see the consumer's rebuttal?
Initial Business Response /* (1000, 16, 2015/05/18) */
Repairs have been completed as requested by customerif any further information is needed please have customer contact the store
Initial Consumer Rebuttal /* (3000, 18, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the
response from the business.)
I have contacted the store and they were no help at allI had to pay for parts that did not fix the problemI had to take my vehicle to *** to be repairedIt was Firestone employee that installed the timing chain incorrectlyA timing belt can cause extensive damage if it's installed incorrectlyTo replace the chains and guides, be certain to align the camshafts and crankshaftIf valve timing is not properly set, the valves may hit the pistons and cause severe engine damageThis is what happened to my vehicleFirestone installed parts incorrectlyPlease be sure that I am going to be telling EVERYONE I know, about the horrible service that I receivedI have also contacted news agencies to air my complaints and concerns
Final Consumer Response /* (4200, 26, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have tried to contact, no reply
Final Business Response /* (4000, 30, 2015/07/07) */
the Area Manager, *** *** entered a note on 06/to have the customer contact him directly:
Please have consumer contact me directly at XXX-XXX-XXXX*** *** Area Manager
*** *** in customer retention dept also left him a message on 07/07/to discuss if tehre are any further issues that still need to be resolved*** can be reached at XXX-XXX-XXXX
Initial Business Response /* (1000, 8, 2015/04/09) */
The area manager has left several detailed messages for the customer to return his callArea Manager is *** ***
Initial Business Response /* (1000, 20, 2015/09/09) */
I've emailed the Area Manager to see if he recalls how this was resolved
Final Consumer Response /* (2000, 21, 2015/08/19) */
Please close this caseThe business gave me my money back
v/r
Karen ***
Please send an email to the Area Manager at r***@bfrc.com and he can call youThanks!
Per our Firestone Fixed-right
guarantee,if the automotive repair or service was performed improperly, then we will re-perform the service at no additional charge to you during the established warranty periodIn this case, we ensured there was no additional charge to you for making sure the vehicle was fully repaired to operating specificationsWe apologize for any additional inconvenience this may have caused 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 corporate claims department to review and investigate the claim. The claim was initially deniedThe claims supervisor indicates that he followed up with you as well to review the caseUnfortunately, the independent inspection report did not find any fault of ours and the claim was not acceptedWe apologize that we were unable to assist with repairs to your vehicle
Initial Business Response /* (1000, 21, 2015/08/28) */
Contact Name and Title: O *** Area Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@tiresplus.com
Mr.Howinton,
I am sorry to hear of your recent concern with our Conyers locationI would like to assist you with resolving your
issues immediatelyLet me know what monies(credits) you are due and we *** move forward with review and issueance after said reviewPlease feel free to email me directly at ***@tiresplus.com
Thanks for your time
O ***
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 23, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
a vague "we will take a look and maybe make it right" is not resolution
an invitation to resend the same information already sent to shop and corp office, and Revdex.com formal complaint is not a resolution
Waiting for over six months, countless hours on this issue and the response "send another email with repetitive information" is not an acceptable response or resolution
Issues are widespread in the communities and TP has seemingly more unhappy former customers, than happy repeat customersPerhaps the resolution is for TP to fix their issues?
Dear ***@tiresplus.com:
I would welcome a swift resolution to this matterUnfortunately, this is more than one issue and likely exceeds a "credit" resolutionAs a recap:
- I had a wheel bearing replacedIt was faultyIt needed to be replacedThe agent took the liberty of replacing both, without my consentI probably would have oked, had he asked, and likely would not have been upset if the work was done correctlyIt was notI called the same day to indicate the issue with the bearing and setup an appointmentMy wife brought the vehicle back, and hours AFTER the schedule appointment time, they began to evaluate itShe is a terminal patient and sitting in a waiting room for seven hours AFTER the scheduled time, is not good for her healthThe hours to wait at this shop are not uncommon, but it was surprising given the nature of the issue an an APPOINTMENT was setThe technician found the issue, but as is typical, the counter-agent insisted to try to upsell more itemsHe also charged her an inspection fee of $20, to fix the issueAn inspection fee to fix what was not done correctly to begin with? I called after learning about this and was given a choice of a free oil change or a credit back to my accountThe oil change has no value to me since TP sells inferior oil and the counter-agent made it crystal clear they could not "use customer provided parts" (sealed oil, really?)I elected for the credit, and it has not been appliedOver six months laterIt likely is irrelevant since the account has a 0- balance as of today
- Upsell: In the effort to hide the fact the wheel bearing was not installed correctly, another agent presented a rotor for my wife to inspect showing it was "bad"While that particular rotor may have been bad, it did not come off of the vehicle as the agent indicatedHow do I know this? She sent me a pictureOf a rotorThat vehicle's front rotors are a solid unit, requires a hub assembly (rotor and hub as a solid piece)Further, those rotors and pads had less than 5k milesTo add insult to injury that was the second attemptThe first attempt (again after the SEVEN hour wait past the scheduled time), the agent indicated and provided a quote to replace the wheel bearingsThe wheel bearingsThe same ones TP replaced days previouslyTP must routinely repeat work and charge the customer when they fail to perform correctly? After some time my wife finally got the really smart desk agent (she was a female and likely one of only a few so you can verify who it was) to realize the work quoted was the same work TP had just done previouslyAfter that, she disappeared and came back with a damaged rotor trying to convince my wife it came off of that vehicleI guess managers are paid commission on upsells and she was struggling to find a way to meet the daily target or something
- The above two trips were on top of previous damagesAt the time of the tires were installed initially, a tech damaged the lugnut cover of one wheelHe or She realized their mistake and it was evident they tried to repair it- I noticed this a few weeks later when I was trying to troubleshoot the alignment issueSee, I paid for an alignment and "total suspension inspection" or something like that at the time of the tires being installedThere was no inspection, because VISUAL inspect of the front driver's side LCA and outter tirerod was pretty obvious they were shotNo worries, I replaced myself- but at the time of the tire installation would have happily paid TP to perform the work (assuming the grade of parts was better than the grade of oil TP pushes)What good was that inspection fee if something so obvious was missed? What good is an alignment if alignment parts are damaged?
- When my wife returned home from the last trip there (to fix what TP messed up, and a total of nine hours of wait time later), that damaged wheel cover was completely missing, likely the "fix" (he glued the metal spring pieces together) was unfixed during this ordealI verified this by removing all threeThose three were in fine order and did not have the glue on it, therefore the missing one was indeed the one that TP damaged, fixed, and then subsequently lost after trying to resell work TP did incorrectly then making up other repairs
- I specifically asked for weights to be placed on the INSIDE of the wheelsOn two vehicles (the one mentioned above and one of the other ones I mistakenly had serviced by TP) some weights were placed on the outside, while others are on the insideHow hard is it to tell the difference? I have trained mechanics before and have never run across one that could not distinguish between the two- inside and outside of wheelWhile the agent's counsel is noted, I am not inclined to really "care" about his opinion on where to put the weightsIts my vehicle, its my request, and I am payingI also know that I want and how it works as I owned a shop for several yearsDo what I tell you or don't do anything at allIn over years of driving, owning a shop, and driving well over a million miles in my life, I have never, ever, run into a tireshop that could not understand how to put weights on the inside of a tireI mean seriously, how difficult is that? Once, I could see an oversight as it is not a common request- three or more times? This includes high schoolers that were doing a work-study program through their school at my shopWeights on the inside- how hard is that?
- On the second vehicle, I thought surely that a TIRE shop could properly rotate tiresI was quite surprised when the technicians did not understand that DIRECTIONAL slicers were only oriented one wayAfter the rotation, they were not oriented the correct way
(perhaps the inside outside dilemma confused them so much they got it wrong?)Directional slicers, how hard is that? My seven year-old even noticed it right away as asked why I put it on backwardsI said I did not, trained professionals did thatAs trained professionals, I am sure it is understood the point in directional slicers, such as directional tires is they are designed to be installed ONE wayAs a matter of fact, they are even indicated which SIDE of the vehicle they go on R or L (R stands for right, and L stands for left, for your information)The other part of the design is for supposed increased airflow to pull heat off of the brakes
So in summary, what is actually owed to me is:
$credit for the "inspection" fee that was unnecessaryWhy should I be charged a fee to look at and determine it was not completely repaired to begin with or charged for you to verify that you messed up?
Credit for the fee charged at the time installation of an "inspection" since, well obviously, the tech was untrained, blind, or both and missed critical and key failed suspension parts (again- just a quick glance showed the part needed to be replaced- no special skills needed for that part)The rubber was completely gone where there should have been bushings on the LCA and tie rods)While I applaud your efforts to give mentally challenged a fair chance at earning a living, these folks may be better off working in another capacity if they can not tell the difference between the "inside" and "outside" of a wheel or understand where rubber bushings should be and if they are not present, it is likely a worn part that should be replaced immediatelyAs a matter of fact the shops I have used across the country will all NOT do an alignment when serious issues exists an d the customer declines the repair, since it is a pointless activity if the underlying issues are not resolved
A partial credit for the alignment feeI believe an alignment was indeed done- a well trained tech followed the computer instructions very well, just like a year old could doThe other part of the alignment process, should be to keep the vehicle alignedThis is not possible when key components are not functioning correctly, such as LCA and tierod- they are well some say they are part of the alignment process system on top of a critical safety component- surely those experts are just being silly based on the decisions made by professional installers at TP
A replacement of the lugnut cover to match the other threeTP utilized two opportunities in the damage and subsequent loss of said coverThese are as stock as stock/OEM can be
Final Consumer Response /* (2000, 36, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the address is the same as you should have on file:
Maple Street Conyers Georgia
let me know what your final decision and what your proposed is, as I not sure what is fair about alignmentif this can be resolved, I will give Firestone a chance to maintain my business (I have cars that need tires alignments and the like as they collect miles)I hope improvements can be made to the quality of service at that TiresPlus location as well as customer serviceas it has suffered a serious decline on both fronts
thank you
mph
Final Business Response /* (4000, 34, 2015/10/08) */
Contact Name and Title: O *** Area Manager
Contact Phone: XXX-XXX-XXXX
MrHowingtin,
We agree that is fairHow would you like it processedWe can process a check request, if you coould just validate your address for us, we could expedite this request
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,
*** ***
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
As long as the business completely fulfill their end of the bargain and fix my car back to the condition it was in before it was damaged in their shopAnd pay for the rental car that is needed while the car is in the shop for one day
Sincerely,
*** ***
Initial Business Response /* (1000, 8, 2015/04/07) */
Contact Name and Title: *** *** Area Manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
This is for store # XXXXXX the *** store
this is not in Region
Complaint:
I am rejecting this response because:
Sincerely,
Ernie *** This store and the company itself has still not dealt with the fact that they attempted to have me pay for errors on their part. If this is not criminal, it is at least highly civil. My question is how many other's has this store perpetrated a fraud against. Again, I have still not heard from anyone representing Firestone
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11148017, and find that this resolution is satisfactory to me
Sincerely,
Sylvia *** P.SI have tried several ttimes to reach back out to the business, I've left messages and no call backI don't know what their agreement may be other than this dollars amount, but I have other repairs made by themThe repairs made are under warranty and what they are offering aren't even close to what it would take to start over with someone elseI do not agree to them not being liable for any other repairs made by them and under warrantyI still hold them liable to acknowledge any other services they have provided and under warrantyAnd, may the continue the hold the warranted parts their responsibility or pay me back in full for ever dollars I have spent and I will never use their services again
We understand that your time is valuable and apologize for any inconvenience you may have experienced during these return visitsOur records indicate that management has been in contact and the tires in question have been replaced under warranty to fully resolve the vibration issuePlease reach
out to any of our Tires Plus locations should you have any concerns with the new tires
Initial Business Response /* (1000, 28, 2015/09/09) */
The Area Manager called the customer, apologized and reviewed issue with the store manager
Initial Consumer Rebuttal /* (3000, 30, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The area
manager never call me I called him and he never apologized to me and I do not know what happen between him and the store manager
Final Business Response /* (4000, 34, 2015/10/12) */
The Region Manager indicates:
I just spoke with OrlandoI apologized for the issues and taking so longHe has taken his vehicle to another Tires Plus by his house in Omaha and they fixed the problemI offered him $for his trouble and doubts with our sincerityHe accepted and was very please he received the call from me today
Final Consumer Response /* (2000, 36, 2015/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted the managers offer of $for my troubles with tires plus
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 claims department to investigateYour claims specialist is *** *** and he has tried to reach you to discuss the claimHe has emailed and left you a voicemailPlease return his call at ***Thank you
The Area Manager indicates this issue has been resolved and a refund for $was issuedWe apologize for the situation and we hope this matter is considered resolvedThank 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 and Store Manager indicated the below information regarding the situation and resolution:The parts were available for the customer to see however the customer was unavailable to see the parts for some timeThe parts were finally sent in for warranty/core returnsWe apologize for the issue and we have offered to refund the amount of the calipers (the rest of the brake work was covered under warranty) because we never want any customer to feel that they have been taken advantage of
Complaint:
I am rejecting this response because:As I shared with the Area Manager, the reimbursement of $is not enough to validate my personal safety or guarantee the quality of work that was completed on my vehicleThe $was for reimbursement of my lifetime servicesI cannot guarantee any of the work done on my vehicle by Firestone given it failed Missouri State Inspection less than a week after I was at Firestone for the second timeI refuse to go back to Firestone if anything should go wrong and I feel a full reimbursement is fair given my experience both with customer service and also with gross incompetence on behalf of the technicians.
Sincerely,
Angela ***