We apologize for any inconvenience this investigation has causedWe have reviewed your file and see that see that contact with your claims advisor has been made as recent as 9/30/At this time it is requested that you please provide the engine quote to your assigned claims advisor at your earliest convenience
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11618333, and find that this resolution is satisfactory to me Sincerely, Shanelle [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meI will accept a full refund for the total amount paid to the business of estimated value 1,At the time of the formal complaint there were also additional pending charges of which has been reconciledThe invoices I am making reference to are # [redacted] dated 1/10/and invoice [redacted] dated 1/9/ Sincerely, [redacted]
An internal case was set up for the Area Manager to investigateAfter review, the Area Manager indicates that this has been resolved by issuing a refund of service and replacing the hub caps as requestedWe sincerely apologize for the inconvenience this issue has caused you
We would first like to apologize for any inconvenience this may have caused during your tripFortunately, our records indicate Store Management and you were able to come to a mutual resolution shortly after filing this complaintPlease feel free to reach back out to store management directly should there be any additional concerns
Thank you for alerting us of your concerns so that we have a better opportunity to make things right with your sisterManagement has been in contact and the requested reimbursement has been authorized and issued due to any inconvenience this matter may have causedPlease reach back out to Field Management if there is anything else we can do to help
An internal case was set up for the Area Manager of the location to review and investigate.The Area Manager has indicated the below information regarding the issue.He spoke with Mr [redacted] today about his complaint and explained to him that each time he returned to our store for diagnosis it was a different issueThe first time it was a bad coil on cylinder #(5/22/2015) and the second time (12/04/2015) it was a variable valve timing solenoid a misfire on cylinder #and some broken vacuum hosesEach time was a different issue.We offered to refund him on one of the diagnosis fees, but Mr [redacted] declined.Per the Area Manager, the store followed the process with inspecting the customer's vehicle, but each time was different issue
We apologize for any inconvenience this process has caused youWe understand how important it is to have your vehicle back to the condition it was in prior to service and will do everything we can to expedite the processAt this time our case notes indicate the repairs have been authorized Unfortunately, any additional delays during repair would be dependant on the third-party repair shop chosen
IN REVIEW OF THE CASE, WE WILL BE REFUNDING $TO THE CUSTOMER MS [redacted] $50, REMAINDER OF THE DIAGNOSTIC FEE, $FOR IGNITION COIL, SPARK PLUGS AND LABOR, $FUEL SYSTEM CLEANING AND $IN SALES TAXTHIS IS A CUSTOMER CONSIDERATION REFUND AS IT IS MY UNDERSTANDING THE CAR IS STILL NOT OPERATING PROPERLYREFUND TO CUSTOMER WILL BE SENT VIA CHECK TO THE CUSTOMERS HOME.Thank you for bringing these concerns to our attention and giving us the opportunity to make things rightWe value your business and we hope we have resolved this matter
Please visit any of our 2,locations for a free tire inspections should you have any concerns with the remaining two original tires left on your vehicleOur certified technicians would be happy to inspect for any irregularities that may be cause for concernIn addition, your road hazard protection has you covered for the entire usable life of the tire should any unforeseen hazards, such as nails occur
Complaint: [redacted] I am rejecting this response because:I think the mechanic should have let us know of the other finding of the oil leaks that they stated in the response sent back to usI am very displease with the work that was done on my vehicleI also feel that a tire place should not perform any mechanic work if any are not certified in the workYour customer come looking for quality workThe manager could have call and made a recommendation at that time and a better solution could have happenedThis is so unprofessional Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 8, 2015/03/30) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com my service manager [redacted] went over to the customers mechanic who had the car and reviewed the vehicvle with our lead tech ( *** [redacted] 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 / [redacted] (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 [redacted] at the [redacted] 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 [redacted] at the [redacted] 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 [redacted] 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, [redacted]
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 they have attempted to reach you by phone and email with no response backIf you would like to discuss this matter, please return their calls to address the issuesThank you
Complaint: I am rejecting this response because: I have not taken the car to another repair shopI do not have the money to go to a different repair shopIf I had known that I would have gotten back paid for it I would haveI spent $2,dollars at your shop in trusting that they could do the work right the first timeI am a soldierI do not have that kind of money around to go to different repair shopsI had go back and have them do the work againI am very upset with the quality of the work done and that I had to go back more times and having to take time away from work, my little free time I have, having to reschedule plans, and having to ask friends to help me out to get ridesMy wife is pregnant wouldn't you be upset when you are driving a car that you though was safe and trusted a repair shop to do the work right? Do I plan on taking this car to another shop? Yes, I do plan to once I get the money to cover the bill because I do not trust the work they did on my car nor will I ever take my car back to that place ever againI still have not received any kind of phone call from ShanHe said, he would be getting back to me about this issueNot once has he tried to contact meI am hoping that his matter will be taken care of so I can move onThank you, Sincerely, Christopher [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I look forward to a Credit refund back to my accountHave a great day Sincerely, ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Steve ***
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 reviewThe Area Manager investigated and found the following: [redacted] and his wife brought their [redacted] in on March 16, at 10:a.m.for an A/c Performance check (44.99) and a courtesy check (free)The store Called and spoke with [redacted] and his wife at 12:p.mon the same day with multiple recommendationsSome scheduled maintenance and some to repair issues we had foundThey decided to authorize by phone [redacted] to replace the a/c condenser (331.59), evac and recharge the Freon (142.49), replace the timing belt and water pump for scheduled maintenance(647.99) flush the coolant (117.96), and replace both serpentine belts (105.58)They also declined multiple other jobs at this time that totaled At 2:p.m [redacted] called back and told the store to go ahead and perform the diagnostic that they had recommended due to the check engine light being onWhen the parts came in and all the work was done and the store called the customer and they came to get the carThe store explained that they had added dye to the a/c system and that they suspect there may other issues related but could not locate them at that timeStore also explained that the check engine light was due to some clogged screens in the turbo system and may need to be addressed by the dealerThe customer was happy and paid with a eca check and leftOn 3/30/ [redacted] brought his [redacted] back in saying the air was less cold than when they had finished the prior repairsA ticket was wrote up as a no charge inspection and an o ring on the low side hose was found to be leakingRepairs and evac & recharge were done at no cost and extra efforts were put in to make sure everything was clean [redacted] was again made aware that no dye was visible and that he may have to return in the next couple of weeks if the compressor started to blow hot air [redacted] took the car being a waiting customer with the understanding he was charged (0)On 4/05/ [redacted] returned with his car for a flat repair(19.99)During the inspection it was determined that the tire had become non repairableTwo matching tire were suggested and [redacted] authorized the two tire purchase at 12:p.min person [redacted] paid with a MasterCard (229.36) at 2:p.mand leftOn 4/09/Mr [redacted] and his wife called with a concern that there car was blowing white smoke from the exhaustThey were instructed to drive the car down and the store would perform a diagnostic(79.99)They dropped the car off at 9:a.mDuring the diagnostic store found the turbocharger had failed resulting from a lack of oil through the banjo bolts in the oiling systemThe ticket was quoted and by phone the couple made the decision to make the repairs to the engine system to a total of (2823.64) on 4/11/ The parts were ordered and when the vehicle was completed on 4/15/the customer was calledThey picked the car up and paid the next day at 2:p.mOn04/28/ [redacted] brought his car in as a waiting customer to do a cvi (21.99) and also added that his brakes were making a noise at lower speedsUpon inspection there were some recommendationsNew pads and rotors (406.97), a light bulb (14.99), a brake fluid exchange (79.99), a transmission flush (157.49), battery corrosion protection (12.99), sway bar links (239.58), a front left half shaft (229.99), spark plugs and coil boots (341.12) and a valve cover gasket (302.99)A total of was approved in person to replace the brake pads, do the brake fluid exchange, and replace the bulbThe customer paid at 12:with a visa and had no questions or concerns about repairsAll work was properly quoted and was properly agreed to and signed off on by the customer.At this point, the Area Manager does not feel that the store was trying to mislead or charge the customer for work that wasn’t approved by them.Please let us know if we can assist further or if there are any other questions/concerns that we can address
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] Thank's
We apologize for any concerns with the brake services performed by FirestonePer our fixed-right guarantee, any of our over 2,locations will reperform the brake services to your satisfaction at no additional cost to youHowever, since the vehicle has already been repaired at a 3rd-party shop of your choice, management has issued the requested service refund to help make things right
We apologize for any inconvenience this investigation has causedWe have reviewed your file and see that see that contact with your claims advisor has been made as recent as 9/30/At this time it is requested that you please provide the engine quote to your assigned claims advisor at your earliest convenience
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11618333, and find that this resolution is satisfactory to me Sincerely, Shanelle [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meI will accept a full refund for the total amount paid to the business of estimated value 1,At the time of the formal complaint there were also additional pending charges of which has been reconciledThe invoices I am making reference to are # [redacted] dated 1/10/and invoice [redacted] dated 1/9/ Sincerely, [redacted]
An internal case was set up for the Area Manager to investigateAfter review, the Area Manager indicates that this has been resolved by issuing a refund of service and replacing the hub caps as requestedWe sincerely apologize for the inconvenience this issue has caused you
Initial Business Response / [redacted] (1000, 10, 2015/10/14) */ An internal case has been set up for the Area Manager to review/resolve
We would first like to apologize for any inconvenience this may have caused during your tripFortunately, our records indicate Store Management and you were able to come to a mutual resolution shortly after filing this complaintPlease feel free to reach back out to store management directly should there be any additional concerns
Thank you for alerting us of your concerns so that we have a better opportunity to make things right with your sisterManagement has been in contact and the requested reimbursement has been authorized and issued due to any inconvenience this matter may have causedPlease reach back out to Field Management if there is anything else we can do to help
An internal case was set up for the Area Manager of the location to review and investigate.The Area Manager has indicated the below information regarding the issue.He spoke with Mr [redacted] today about his complaint and explained to him that each time he returned to our store for diagnosis it was a different issueThe first time it was a bad coil on cylinder #(5/22/2015) and the second time (12/04/2015) it was a variable valve timing solenoid a misfire on cylinder #and some broken vacuum hosesEach time was a different issue.We offered to refund him on one of the diagnosis fees, but Mr [redacted] declined.Per the Area Manager, the store followed the process with inspecting the customer's vehicle, but each time was different issue
We apologize for any inconvenience this process has caused youWe understand how important it is to have your vehicle back to the condition it was in prior to service and will do everything we can to expedite the processAt this time our case notes indicate the repairs have been authorized Unfortunately, any additional delays during repair would be dependant on the third-party repair shop chosen
IN REVIEW OF THE CASE, WE WILL BE REFUNDING $TO THE CUSTOMER MS [redacted] $50, REMAINDER OF THE DIAGNOSTIC FEE, $FOR IGNITION COIL, SPARK PLUGS AND LABOR, $FUEL SYSTEM CLEANING AND $IN SALES TAXTHIS IS A CUSTOMER CONSIDERATION REFUND AS IT IS MY UNDERSTANDING THE CAR IS STILL NOT OPERATING PROPERLYREFUND TO CUSTOMER WILL BE SENT VIA CHECK TO THE CUSTOMERS HOME.Thank you for bringing these concerns to our attention and giving us the opportunity to make things rightWe value your business and we hope we have resolved this matter
Please visit any of our 2,locations for a free tire inspections should you have any concerns with the remaining two original tires left on your vehicleOur certified technicians would be happy to inspect for any irregularities that may be cause for concernIn addition, your road hazard protection has you covered for the entire usable life of the tire should any unforeseen hazards, such as nails occur
Complaint: [redacted] I am rejecting this response because:I think the mechanic should have let us know of the other finding of the oil leaks that they stated in the response sent back to usI am very displease with the work that was done on my vehicleI also feel that a tire place should not perform any mechanic work if any are not certified in the workYour customer come looking for quality workThe manager could have call and made a recommendation at that time and a better solution could have happenedThis is so unprofessional Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 8, 2015/03/30) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com my service manager [redacted] went over to the customers mechanic who had the car and reviewed the vehicvle with our lead tech ( *** [redacted] 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 / [redacted] (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 [redacted] at the [redacted] 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 [redacted] at the [redacted] 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 [redacted] 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, [redacted]
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 they have attempted to reach you by phone and email with no response backIf you would like to discuss this matter, please return their calls to address the issuesThank you
Complaint: I am rejecting this response because: I have not taken the car to another repair shopI do not have the money to go to a different repair shopIf I had known that I would have gotten back paid for it I would haveI spent $2,dollars at your shop in trusting that they could do the work right the first timeI am a soldierI do not have that kind of money around to go to different repair shopsI had go back and have them do the work againI am very upset with the quality of the work done and that I had to go back more times and having to take time away from work, my little free time I have, having to reschedule plans, and having to ask friends to help me out to get ridesMy wife is pregnant wouldn't you be upset when you are driving a car that you though was safe and trusted a repair shop to do the work right? Do I plan on taking this car to another shop? Yes, I do plan to once I get the money to cover the bill because I do not trust the work they did on my car nor will I ever take my car back to that place ever againI still have not received any kind of phone call from ShanHe said, he would be getting back to me about this issueNot once has he tried to contact meI am hoping that his matter will be taken care of so I can move onThank you, Sincerely, Christopher [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I look forward to a Credit refund back to my accountHave a great day Sincerely, ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Steve ***
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 reviewThe Area Manager investigated and found the following: [redacted] and his wife brought their [redacted] in on March 16, at 10:a.m.for an A/c Performance check (44.99) and a courtesy check (free)The store Called and spoke with [redacted] and his wife at 12:p.mon the same day with multiple recommendationsSome scheduled maintenance and some to repair issues we had foundThey decided to authorize by phone [redacted] to replace the a/c condenser (331.59), evac and recharge the Freon (142.49), replace the timing belt and water pump for scheduled maintenance(647.99) flush the coolant (117.96), and replace both serpentine belts (105.58)They also declined multiple other jobs at this time that totaled At 2:p.m [redacted] called back and told the store to go ahead and perform the diagnostic that they had recommended due to the check engine light being onWhen the parts came in and all the work was done and the store called the customer and they came to get the carThe store explained that they had added dye to the a/c system and that they suspect there may other issues related but could not locate them at that timeStore also explained that the check engine light was due to some clogged screens in the turbo system and may need to be addressed by the dealerThe customer was happy and paid with a eca check and leftOn 3/30/ [redacted] brought his [redacted] back in saying the air was less cold than when they had finished the prior repairsA ticket was wrote up as a no charge inspection and an o ring on the low side hose was found to be leakingRepairs and evac & recharge were done at no cost and extra efforts were put in to make sure everything was clean [redacted] was again made aware that no dye was visible and that he may have to return in the next couple of weeks if the compressor started to blow hot air [redacted] took the car being a waiting customer with the understanding he was charged (0)On 4/05/ [redacted] returned with his car for a flat repair(19.99)During the inspection it was determined that the tire had become non repairableTwo matching tire were suggested and [redacted] authorized the two tire purchase at 12:p.min person [redacted] paid with a MasterCard (229.36) at 2:p.mand leftOn 4/09/Mr [redacted] and his wife called with a concern that there car was blowing white smoke from the exhaustThey were instructed to drive the car down and the store would perform a diagnostic(79.99)They dropped the car off at 9:a.mDuring the diagnostic store found the turbocharger had failed resulting from a lack of oil through the banjo bolts in the oiling systemThe ticket was quoted and by phone the couple made the decision to make the repairs to the engine system to a total of (2823.64) on 4/11/ The parts were ordered and when the vehicle was completed on 4/15/the customer was calledThey picked the car up and paid the next day at 2:p.mOn04/28/ [redacted] brought his car in as a waiting customer to do a cvi (21.99) and also added that his brakes were making a noise at lower speedsUpon inspection there were some recommendationsNew pads and rotors (406.97), a light bulb (14.99), a brake fluid exchange (79.99), a transmission flush (157.49), battery corrosion protection (12.99), sway bar links (239.58), a front left half shaft (229.99), spark plugs and coil boots (341.12) and a valve cover gasket (302.99)A total of was approved in person to replace the brake pads, do the brake fluid exchange, and replace the bulbThe customer paid at 12:with a visa and had no questions or concerns about repairsAll work was properly quoted and was properly agreed to and signed off on by the customer.At this point, the Area Manager does not feel that the store was trying to mislead or charge the customer for work that wasn’t approved by them.Please let us know if we can assist further or if there are any other questions/concerns that we can address
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] Thank's
We apologize for any concerns with the brake services performed by FirestonePer our fixed-right guarantee, any of our over 2,locations will reperform the brake services to your satisfaction at no additional cost to youHowever, since the vehicle has already been repaired at a 3rd-party shop of your choice, management has issued the requested service refund to help make things right