Complaint: ***
I am rejecting this response because:
I Should not have to pay for all of the trouble I was put through so some putz could sell me something I didn't needIf my safety was important, I wouldn't have been sent out twice on dangerous tires because firestone didn't do their jobI lost money and time and cancelled another appointment, sitting in their lobbies trying to get talked into charging more on my new firestone credit cardNot to mention it is standard for the wheels to be cleaned off if there is corrosion, which means they are incompetent of doing their job, since they only did one tire, after my new tires were going flatNOT TO MENTION the pervert manager hitting on me which was embarrassing and wanting to come to my homeAnd I should pay you for all of this? No, I should be paid for having been put through all of thisI had to drive to my Oncologist in Tulsa hours both ways, and could have had a catastrophic accident because their employees are incapable of doing their job completelyFunny how I was told my wheels are crap and I need new ones, yet after a simple cleaning of my wheels, I have no more troubleand a half hours and weeks later I was safe on the road again for a simple change of tiresIt's just wrong.
Sincerely,
*** ***
Thank you for alerting us of your unfortunate experience so that we can ensure management is in contact in addition to addressing this with our Store TeammatesA formal file has been created at this time and referred to Field Management for resolution (file#2242660)Please reach out to us at
***@bfrc.com if you are not contacted within business days
We have agreed to refund Ms*** for the invoice with us $and the amount she paid the other facility, $The customer accepted this resolution and is satisfied
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
Revdex.com- Firestone/Bridgestone (Case ***) has been resolved. They responded with great service to remedy issues
Sincerely,
Mike ***
Initial Business Response /* (1000, 8, 2015/04/06) */
Our claims department had a third party inspection company, *** *** inspect Mr***'s vehicle and determine liabilityThere was no evidence found that our services caused the failureThe inspection report
concluded:
"There were no coolant stains observed in the area of the coolant expansion reservoir to indicate coolant had been displaced from the coolant reservoirThe replacements of the front brake pads and rotors and the coolant flush, brake fluid exchange and oil change services performed over in service miles previously referenced above were all quality services that neither caused nor contributed to the current engine problem in any wayThe replacement of the coolant expansion reservoir was a quality replacement that neither caused nor contributed to the current engine problem in any wayIt is suspected the current internal engine problem was present and was not detected during the replacements of the front brake pads and rotors or during the coolant flush, brake fluid exchange and oil change services referenced above
Cause of Failure/Conclusion:
The compression bubbles observed in the cooling system were consistent with an internal engine failure that will require disassembly to pinpoint the root cause and extent of the internal problem." *** ***
We dicussed this with the customer, he was unhappy with the denial of the claimHowever, we are denying the claim as the report indicates we are not at fault for the failureIf the Mr*** presents new information once he has further tear down done, we can review it again and send out another inspector at that time
Initial Consumer Rebuttal /* (3000, 10, 2015/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never claimed there were coolant stainsI don't know why they keep bringing that upThe only way there would be coolant stains is if they had indeed put the cap back on and for whatever reason the cap got blown off by pressureThat's obviously not what happened and shouldn't be part of this conversationThe fact that there were no coolant stains under the hood is consistent with there being no cap on in the first placeI never said the coolant came out of the reservoirIt was actually a LACK of pressure that lead to the problemCoolant level was almost up to the brim when I opened the hood
Additionally id like to point out that firestone claims rep told me when she was reading the original report told that the dealership that looked at my car AGREED with the inspectors findingsI spoke to *** at *** about this and he said to my face that they DO NOT agree with the inspectors findings*** at *** stated he thinks firestone is definitely at fault and he is also pretty angry that he was misrepresented in this matter by firestone
I also want to mention that, when I was originally read the report, the claim rep said nothing about me returning the rental car I had been stuck in for three weeksFive days later, I get a message saying I was supposed to return it the day my report came backThey want me to pay over $to cover their lack of communication? Yeah right
Also the day the report came back I requested for the inspector to call me to help me understand how its not firstones faultClaim rep said she would have him call meFinally talked to him a few days ago, but it turns out it wasn't the inspector at allI was talking to the regional manager who is not even an ASE certified mechanicThis guy was arguing with me and being disrespectful not letting me get a word in edgewiseI had to explain how his argument didn't make senseHe was arguing that there were no coolant stains, and that that is evidence of the cap bring properly put back onNo coolant stains is evidence of a lack of enough pressure to send liquid and air shooting out uncontrollablyThis lack of pressure was the result of NOT having the cap on the reservoirTheir argument is totally backwards, and they keep repeating itIt is such nonsense
There is an innate flaw with the inspectors report, and I finally got a chance to talk to the inspection company todayThey also tried to use the argument that there was no coolant spillage but this is just their little red herringThey know their argument is faulty, so they keep trying to confuse meTalking to the inspector company today I finally got down to the heart of the matterThe report says that the coolant flush was a quality service, and this is a lie that needs to be fixed in the reportLeaving the cap off the overflow tank is not a part of a quality serviceInspection company says it's my word against theirs whether the cap was off when I opened the hood that one daySo, in essence, they are calling me a liar
They themselves state there was no coolant spillage under the hoodCoolant spillage under the hood would be an indication that there was a cap on the reservoir and that an engine problem caused so much pressure to build up that it blew the cap off and with it a bunch of radiator fluidSeems to me if there was proof of coolant spillage, it would be consistent with the cap being properly replaced prior to serviceTheir rebuttal starts off saying there was no evidence of coolant spillage under hoodExactlyWhy would coolant get shot out of the reservoir if there was no cap on the reservoir to allow that kind of pressure to build up? There was no cap and there was no extra pressureThe lack of reservoir cap caused my car to not operate the way it shouldMy car was fine until I brought it to firestone, picked it up, and drove itThat very night my car exhibited brand new symptoms of a radiator problem
im on the verge of setting up a professional polygraph test to prove that I am telling the truthIf it is not honored by the claims dept then I will be seeing firestone in courtThey will then have to pay for everything, plus makeup for the pain, suffering and lost wages they have caused for meAdditionally, because im so fed up with them, I've already placed bad reviews on several websitesI will also be finding more websites to post about thisI *** also go so far as to protest out on the street corner in front of firestone in RB to discourage people from going thereI just spoke to a policeman who says as long as I follow certain guidelines I am within the lawLets see how far firestone wants to go with this
I know I am a person of honesty and integrity and I would never lie about something like thisWhen people try to take advantage of me, however, I get extremely frustratedFirestone will be sorry they messed with *** ***Or they can just fix my carI wonder how much money they wasted on the rental car and inspectionThey probably could have just fixed my car and avoided wasting everybodys time with this
Final Business Response /* (4000, 24, 2015/05/08) */
Management has agreed to meet in the middle and settle for $as goodwill if the customer will accept we will need to get a signed release
Final Consumer Response /* (2000, 26, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm sick of dealing with thisGive me the $and we will call it even
Initial Business Response /* (1000, 23, 2015/09/04) */
The Area Manager attempted to reach out to the customer and the call was disconnectedPlease have the customer reach out to Mark at (XXX) XXX-XXXX
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,
Abi ***
Initial Business Response /* (1000, 8, 2015/04/06) */
Contact Name and Title: *** *** Area Manager
Contact Phone: XXX XXXXXXXX
Contact Email: ***@bfrc.com
This case is from *** Store # XXXXXX - *** ***
It is not from *** ***
Can this please be sent to the correct
Region
Initial Consumer Rebuttal /* (3000, 10, 2015/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I filed the complaint with the local city Revdex.com office and they forwarded it to what they stated was the correct Revdex.com office, who then sent the complaint to the businessI am not sure who is supposed to receive this complaint but the issue is not resolved
Final Consumer Response /* (4200, 17, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business told my credit card company that I had signed my receipt acknowledging the repairs so therefore I did not have recourse through them and the dispute was closed as of March 5, before I filed the Revdex.com complaintI disagreed with the decision as I don't know how I could possibly confirm that my car had received the repairs I signed for (i.e., the alignment was fixed) prior to signing the receipt, so I am pursuing another avenue for resolution
Final Business Response /* (4000, 15, 2015/04/27) */
customer has made a disput with her credit card company against her billher still trying to get resolved
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11566826, and find that this resolution is satisfactory to me
Sincerely,
James ***
Initial Business Response /* (1000, 5, 2015/09/28) */
Store management has contacted the *** in regards to the repairs that were made to their previous vehicleStore management and our customer have agreed upon no-charge tire services in exchange for the previously requested refund of service
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did speak to a store managerThe tires were given, but not as a complete refundI'd like the remaining balance from the tires, OR a voucher, which has NOT been discussed as of yetI intend to receive the compensation that was owed to me
Kimberly *** ***
Final Business Response /* (4000, 9, 2015/10/08) */
The customer's rebuttal has been referred back to the Area Manager for further review/follow up with the customer
Initial Business Response /* (1000, 20, 2015/09/29) */
Initial Consumer Rebuttal /* (3000, 22, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no response
Final Business Response /* (4000, 24, 2015/10/06) */
An internal case will be
set up and the Area Manager will review/contact customer to attempt to resolve the issue
We set up an internal case for the Area Manager to review and resolveThe Area Manager indicates that he has tried to reach out to the customer several times and cannot get a hold of him to resolve thisPlease return the Area Manager's call for resolution, or email him at ***@bfrc.com.Thank you
for bringing these concerns to our attention and I hope we can get this resolved
Initial Business Response /* (1000, 5, 2015/06/01) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Store Manager called customer and agreed to refundCustomer came to store on 5/30/and recieved refund
Initial Consumer Rebuttal
/* (2000, 7, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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
Initial Business Response /* (1000, 8, 2015/04/15) */
Contact Name and Title: *** *** Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
After receiving Mr***'s original concerns lodged with our internal Consumer Affairs team, Area Manager *** contacted Mr***
Area Manager *** listened to Mr***'s concernsMr*** explained that he had visited our Firestone location in Delran NJ to have his vehicle diagnosed as the check engine light was lit on the dashHe went on to explain how our ASE certified technicians examined the vehicle and determined the Bank catalytic convertors had failedHe explained that our sales team suggested replacing both "bank one" catalytic convertors and both oxygen sensors on the same side as the failing catalytic convertorsHe acknowledged his approval of the repairs which cost over $He expressed his concerns as four months and nearly 6,miles after the repairs, the check engine light was illuminating on the dashArea Manager *** was sure to answer any questions Mr*** had and assured Mr*** he would fully investigate the situationDuring this original conversation Area Manager *** explained many causes of a check engine signal illumination as well as manufacturer "Drive Cycles." A drive cycle is a series of data points representing the speed of a vehicle versus timeDriving cycles are produced by different manufacturers and organizations to assess the performance of vehicles in various ways, as for example fuel consumption and polluting emissions(Catalytic Convertors are related to polluting emissions) It was explained to Mr*** that during a drive cycle various components and sensors are tested by a vehicle's onboard computer systemIf any component fails the test, the result will be a check engine signal illuminating on the dashIn addition, after a vehicle completes a drive cycle, our technicians are able to check all sensors and systems to be sure they are "ready." If the system indicates all sensors and systems are ready and no dash lights are illuminating, we can confirm a repairA typical drive cycle can be performed in minutes and at most in a couple days of drivingMr*** acknowledged his understanding of Area Manager ***'s detailed explanationsThe phone call was ended after Area Manager *** committed to a detailed investigation
The following are the findings of Area Manager ***'s investigation:
The original visit was on September 11th The vehicle had 100,miles on the odometerAfter performing the diagnostics, our ASE certified technician recommended both "bank one" catalytic convertors and Oxygen sensorsThe cost of the diagnostics and repairs were over $3,This is a typical cost of multiple catalytic convertor repairsMr*** agreed to have the work performedThe repairs were made by our ASE certified techniciansThe new components were tested for quality assuranceWhen our technicians determined the repair was done correctly, our management team contacted Mr*** to notify him that the vehicle was ready to be picked upMr*** later made payment and signed for the vehicle authorizing his consent to pay for the work performed
A second UNRELATED visit was made on January 19th The vehicle had 105,miles on the odometerThe vehicle was in for a simple oil changeThere were no dash lights on the vehicle and no reports on any issues related to the repairs done on September 11th With over 5,miles on the vehicle since repair, the vehicle would have gone thru potentially dozens of drive cycles testing the components replaced four months prior
A third visit to Firestone was made by Mr***'s wife on an undetermined dateShe claimed her engine light was on and wanted it diagnosedGiven the time and mileage that had passed since the September repair, our sales teammate suggested she pay for another diagnosisMrs*** declined the serviceWhile this is standard practice as the engine light can illuminate for literally hundreds of different reasons, in hindsight our teammate could have offered a courtesy diagnosis
After learning of the potential charge for a diagnosis, Mr*** returned on 1-31-(The vehicle's odometer read 106,) He expressed his concerns and our management team diagnosed the vehicle free of chargeThe same code that was found in September was found in the systemThe code is or a catalyst efficiency codeThe bank one catalytic convertors were tested along with the oxygen sensors that we had already replacedThese items tested to be functional and in working orderThe bank two convertors were indicating failureThis *** truck is rare in that it has two banks, both with two catalytic convertorsThe vehicle also has four oxygen sensorsThese findings were reported to Mr***Mr*** not having the knowledge in this field grew upsetHis vantage point was that "the engine light was back on and therefore Firestone was responsible." He expressed this concern to our store teammatesGiven that we are a customer focused organization, our management team offered to perform the labor of repairing the new issue free of chargeThey explained to Mr*** that he would have to pay for the parts as catalytic convertors are purchased on the outside from either dealers or other parts vendorsCatalytic convertors contain precious metal and therefore are very costly to both installers and customersMr*** was not happy with this offerSubsequently he generated the call to our internal consumer affairs department which set off a chain reaction leading to this investigation
After discovering the above stated events, Area Manager *** called and emailed Mr.***Mr*** returned an email letting *** know he was out of the country and would be returning in a few weeksHe also let AM *** know Mrs*** was available if he wanted to deliver the findings to herAM *** chose to wait as he had an ongoing dialogue with Mr***When contact was made with Mr*** a few weeks later, Area Manager *** explained the findings over the phoneArea Manager *** apologized for our store teammates not offering a courtesy diagnosis to Mrs***Area Manager once again explained a drive cycle and that hundreds of reasons certain codes and engine lights can be triggered by onboard diagnostics systemsArea Manager *** explained that the convertors that are now bad, are not the same parts that were replaced in September Area Manager *** also explained how it would have been unethical for our team to sell all four catalytic convertors back in SeptemberOnly the bank one side was failing at the timeAM *** also explained that it isn't uncommon for components to go bad on a vehicle after 100,***Especially components that are like other components on the vehicle and perform like functions that have previously went badAM *** offered to meet Mr*** to review these findings and show Mr*** the components on his vehicleAM *** also offered to have the vehicle repaired at a discounted rate to show a sign of good faithMr*** declined the offerDuring this phone call Mr*** acknowledged his understanding of the explanation, but expressed his frustration that his check engine light was illuminatingAM *** once again explained that engine lights come on for various reasonsWhen one repair is performed to alleviate an engine light, another component will eventually go bad triggering the light to come back onThis could be years, months, or even days after a repairMr*** acknowledged his understanding of the workings of an onboard computer system and the many reasons a check engine light can be triggeredThe phone call was ended and the matter was put to rest until the Revdex.com contacted us recentlyOur offer still stands to perform the labor free of charge as Mr*** will be responsible for all costs associated to parts
I have also included this snip (see below) from *** to illustrate the reason why converters cost as much as they do(they contain precious metals)
A catalytic converter is a device used to convert toxic vehicle emissions to less harmful substances by way of catalyzed, or accelerated, chemical reactionsMost present-day vehicles that run on gasoline, including automobiles, trucks, buses, trains, motorcycles, and planes, have exhaust systems employing a catalytic converter.The catalyst component of a catalytic converter is usually platinum (Pt), along with palladium (Pd), and rhodium (Rh)
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
Complaint: ***
I am rejecting this response because:
I Should not have to pay for all of the trouble I was put through so some putz could sell me something I didn't needIf my safety was important, I wouldn't have been sent out twice on dangerous tires because firestone didn't do their jobI lost money and time and cancelled another appointment, sitting in their lobbies trying to get talked into charging more on my new firestone credit cardNot to mention it is standard for the wheels to be cleaned off if there is corrosion, which means they are incompetent of doing their job, since they only did one tire, after my new tires were going flatNOT TO MENTION the pervert manager hitting on me which was embarrassing and wanting to come to my homeAnd I should pay you for all of this? No, I should be paid for having been put through all of thisI had to drive to my Oncologist in Tulsa hours both ways, and could have had a catastrophic accident because their employees are incapable of doing their job completelyFunny how I was told my wheels are crap and I need new ones, yet after a simple cleaning of my wheels, I have no more troubleand a half hours and weeks later I was safe on the road again for a simple change of tiresIt's just wrong.
Sincerely,
*** ***
Thank you for alerting us of your unfortunate experience so that we can ensure management is in contact in addition to addressing this with our Store TeammatesA formal file has been created at this time and referred to Field Management for resolution (file#2242660)Please reach out to us at
***@bfrc.com if you are not contacted within business days
We have agreed to refund Ms*** for the invoice with us $and the amount she paid the other facility, $The customer accepted this resolution and is satisfied
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
Revdex.com- Firestone/Bridgestone (Case ***) has been resolved. They responded with great service to remedy issues
Sincerely,
Mike ***
Initial Business Response /* (1000, 8, 2015/04/06) */
Our claims department had a third party inspection company, *** *** inspect Mr***'s vehicle and determine liabilityThere was no evidence found that our services caused the failureThe inspection report
concluded:
"There were no coolant stains observed in the area of the coolant expansion reservoir to indicate coolant had been displaced from the coolant reservoirThe replacements of the front brake pads and rotors and the coolant flush, brake fluid exchange and oil change services performed over in service miles previously referenced above were all quality services that neither caused nor contributed to the current engine problem in any wayThe replacement of the coolant expansion reservoir was a quality replacement that neither caused nor contributed to the current engine problem in any wayIt is suspected the current internal engine problem was present and was not detected during the replacements of the front brake pads and rotors or during the coolant flush, brake fluid exchange and oil change services referenced above
Cause of Failure/Conclusion:
The compression bubbles observed in the cooling system were consistent with an internal engine failure that will require disassembly to pinpoint the root cause and extent of the internal problem." *** ***
We dicussed this with the customer, he was unhappy with the denial of the claimHowever, we are denying the claim as the report indicates we are not at fault for the failureIf the Mr*** presents new information once he has further tear down done, we can review it again and send out another inspector at that time
Initial Consumer Rebuttal /* (3000, 10, 2015/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never claimed there were coolant stainsI don't know why they keep bringing that upThe only way there would be coolant stains is if they had indeed put the cap back on and for whatever reason the cap got blown off by pressureThat's obviously not what happened and shouldn't be part of this conversationThe fact that there were no coolant stains under the hood is consistent with there being no cap on in the first placeI never said the coolant came out of the reservoirIt was actually a LACK of pressure that lead to the problemCoolant level was almost up to the brim when I opened the hood
Additionally id like to point out that firestone claims rep told me when she was reading the original report told that the dealership that looked at my car AGREED with the inspectors findingsI spoke to *** at *** about this and he said to my face that they DO NOT agree with the inspectors findings*** at *** stated he thinks firestone is definitely at fault and he is also pretty angry that he was misrepresented in this matter by firestone
I also want to mention that, when I was originally read the report, the claim rep said nothing about me returning the rental car I had been stuck in for three weeksFive days later, I get a message saying I was supposed to return it the day my report came backThey want me to pay over $to cover their lack of communication? Yeah right
Also the day the report came back I requested for the inspector to call me to help me understand how its not firstones faultClaim rep said she would have him call meFinally talked to him a few days ago, but it turns out it wasn't the inspector at allI was talking to the regional manager who is not even an ASE certified mechanicThis guy was arguing with me and being disrespectful not letting me get a word in edgewiseI had to explain how his argument didn't make senseHe was arguing that there were no coolant stains, and that that is evidence of the cap bring properly put back onNo coolant stains is evidence of a lack of enough pressure to send liquid and air shooting out uncontrollablyThis lack of pressure was the result of NOT having the cap on the reservoirTheir argument is totally backwards, and they keep repeating itIt is such nonsense
There is an innate flaw with the inspectors report, and I finally got a chance to talk to the inspection company todayThey also tried to use the argument that there was no coolant spillage but this is just their little red herringThey know their argument is faulty, so they keep trying to confuse meTalking to the inspector company today I finally got down to the heart of the matterThe report says that the coolant flush was a quality service, and this is a lie that needs to be fixed in the reportLeaving the cap off the overflow tank is not a part of a quality serviceInspection company says it's my word against theirs whether the cap was off when I opened the hood that one daySo, in essence, they are calling me a liar
They themselves state there was no coolant spillage under the hoodCoolant spillage under the hood would be an indication that there was a cap on the reservoir and that an engine problem caused so much pressure to build up that it blew the cap off and with it a bunch of radiator fluidSeems to me if there was proof of coolant spillage, it would be consistent with the cap being properly replaced prior to serviceTheir rebuttal starts off saying there was no evidence of coolant spillage under hoodExactlyWhy would coolant get shot out of the reservoir if there was no cap on the reservoir to allow that kind of pressure to build up? There was no cap and there was no extra pressureThe lack of reservoir cap caused my car to not operate the way it shouldMy car was fine until I brought it to firestone, picked it up, and drove itThat very night my car exhibited brand new symptoms of a radiator problem
im on the verge of setting up a professional polygraph test to prove that I am telling the truthIf it is not honored by the claims dept then I will be seeing firestone in courtThey will then have to pay for everything, plus makeup for the pain, suffering and lost wages they have caused for meAdditionally, because im so fed up with them, I've already placed bad reviews on several websitesI will also be finding more websites to post about thisI *** also go so far as to protest out on the street corner in front of firestone in RB to discourage people from going thereI just spoke to a policeman who says as long as I follow certain guidelines I am within the lawLets see how far firestone wants to go with this
I know I am a person of honesty and integrity and I would never lie about something like thisWhen people try to take advantage of me, however, I get extremely frustratedFirestone will be sorry they messed with *** ***Or they can just fix my carI wonder how much money they wasted on the rental car and inspectionThey probably could have just fixed my car and avoided wasting everybodys time with this
Final Business Response /* (4000, 24, 2015/05/08) */
Management has agreed to meet in the middle and settle for $as goodwill if the customer will accept we will need to get a signed release
Final Consumer Response /* (2000, 26, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm sick of dealing with thisGive me the $and we will call it even
Initial Business Response /* (1000, 23, 2015/09/04) */
The Area Manager attempted to reach out to the customer and the call was disconnectedPlease have the customer reach out to Mark at (XXX) XXX-XXXX
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,
Abi ***
Initial Business Response /* (1000, 8, 2015/04/06) */
Contact Name and Title: *** *** Area Manager
Contact Phone: XXX XXXXXXXX
Contact Email: ***@bfrc.com
This case is from *** Store # XXXXXX - *** ***
It is not from *** ***
Can this please be sent to the correct
Region
Initial Consumer Rebuttal /* (3000, 10, 2015/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I filed the complaint with the local city Revdex.com office and they forwarded it to what they stated was the correct Revdex.com office, who then sent the complaint to the businessI am not sure who is supposed to receive this complaint but the issue is not resolved
Final Consumer Response /* (4200, 17, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business told my credit card company that I had signed my receipt acknowledging the repairs so therefore I did not have recourse through them and the dispute was closed as of March 5, before I filed the Revdex.com complaintI disagreed with the decision as I don't know how I could possibly confirm that my car had received the repairs I signed for (i.e., the alignment was fixed) prior to signing the receipt, so I am pursuing another avenue for resolution
Final Business Response /* (4000, 15, 2015/04/27) */
customer has made a disput with her credit card company against her billher still trying to get resolved
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11566826, and find that this resolution is satisfactory to me
Sincerely,
James ***
The store manager contacted Ms* *** and offered to take care of the problem at a much lower costThe customer was satisfied with the outcome
Initial Business Response /* (1000, 5, 2015/09/28) */
Store management has contacted the *** in regards to the repairs that were made to their previous vehicleStore management and our customer have agreed upon no-charge tire services in exchange for the previously requested refund of service
Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did speak to a store managerThe tires were given, but not as a complete refundI'd like the remaining balance from the tires, OR a voucher, which has NOT been discussed as of yetI intend to receive the compensation that was owed to me
Kimberly *** ***
Final Business Response /* (4000, 9, 2015/10/08) */
The customer's rebuttal has been referred back to the Area Manager for further review/follow up with the customer
Initial Business Response /* (1000, 20, 2015/09/29) */
Initial Consumer Rebuttal /* (3000, 22, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no response
Final Business Response /* (4000, 24, 2015/10/06) */
An internal case will be
set up and the Area Manager will review/contact customer to attempt to resolve the issue
Initial Business Response /* (1000, 19, 2015/09/04) */
as of 04/30/15,
THE STORE REPLACED A FRONT SENSOR AND TURNED OF THE LIGHT
We set up an internal case for the Area Manager to review and resolveThe Area Manager indicates that he has tried to reach out to the customer several times and cannot get a hold of him to resolve thisPlease return the Area Manager's call for resolution, or email him at ***@bfrc.com.Thank you
for bringing these concerns to our attention and I hope we can get this resolved
Initial Business Response /* (1000, 5, 2015/06/01) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Store Manager called customer and agreed to refundCustomer came to store on 5/30/and recieved refund
Initial Consumer Rebuttal
/* (2000, 7, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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
Initial Business Response /* (1000, 8, 2015/04/15) */
Contact Name and Title: *** *** Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
After receiving Mr***'s original concerns lodged with our internal Consumer Affairs team, Area Manager *** contacted Mr***
Area Manager *** listened to Mr***'s concernsMr*** explained that he had visited our Firestone location in Delran NJ to have his vehicle diagnosed as the check engine light was lit on the dashHe went on to explain how our ASE certified technicians examined the vehicle and determined the Bank catalytic convertors had failedHe explained that our sales team suggested replacing both "bank one" catalytic convertors and both oxygen sensors on the same side as the failing catalytic convertorsHe acknowledged his approval of the repairs which cost over $He expressed his concerns as four months and nearly 6,miles after the repairs, the check engine light was illuminating on the dashArea Manager *** was sure to answer any questions Mr*** had and assured Mr*** he would fully investigate the situationDuring this original conversation Area Manager *** explained many causes of a check engine signal illumination as well as manufacturer "Drive Cycles." A drive cycle is a series of data points representing the speed of a vehicle versus timeDriving cycles are produced by different manufacturers and organizations to assess the performance of vehicles in various ways, as for example fuel consumption and polluting emissions(Catalytic Convertors are related to polluting emissions) It was explained to Mr*** that during a drive cycle various components and sensors are tested by a vehicle's onboard computer systemIf any component fails the test, the result will be a check engine signal illuminating on the dashIn addition, after a vehicle completes a drive cycle, our technicians are able to check all sensors and systems to be sure they are "ready." If the system indicates all sensors and systems are ready and no dash lights are illuminating, we can confirm a repairA typical drive cycle can be performed in minutes and at most in a couple days of drivingMr*** acknowledged his understanding of Area Manager ***'s detailed explanationsThe phone call was ended after Area Manager *** committed to a detailed investigation
The following are the findings of Area Manager ***'s investigation:
The original visit was on September 11th The vehicle had 100,miles on the odometerAfter performing the diagnostics, our ASE certified technician recommended both "bank one" catalytic convertors and Oxygen sensorsThe cost of the diagnostics and repairs were over $3,This is a typical cost of multiple catalytic convertor repairsMr*** agreed to have the work performedThe repairs were made by our ASE certified techniciansThe new components were tested for quality assuranceWhen our technicians determined the repair was done correctly, our management team contacted Mr*** to notify him that the vehicle was ready to be picked upMr*** later made payment and signed for the vehicle authorizing his consent to pay for the work performed
A second UNRELATED visit was made on January 19th The vehicle had 105,miles on the odometerThe vehicle was in for a simple oil changeThere were no dash lights on the vehicle and no reports on any issues related to the repairs done on September 11th With over 5,miles on the vehicle since repair, the vehicle would have gone thru potentially dozens of drive cycles testing the components replaced four months prior
A third visit to Firestone was made by Mr***'s wife on an undetermined dateShe claimed her engine light was on and wanted it diagnosedGiven the time and mileage that had passed since the September repair, our sales teammate suggested she pay for another diagnosisMrs*** declined the serviceWhile this is standard practice as the engine light can illuminate for literally hundreds of different reasons, in hindsight our teammate could have offered a courtesy diagnosis
After learning of the potential charge for a diagnosis, Mr*** returned on 1-31-(The vehicle's odometer read 106,) He expressed his concerns and our management team diagnosed the vehicle free of chargeThe same code that was found in September was found in the systemThe code is or a catalyst efficiency codeThe bank one catalytic convertors were tested along with the oxygen sensors that we had already replacedThese items tested to be functional and in working orderThe bank two convertors were indicating failureThis *** truck is rare in that it has two banks, both with two catalytic convertorsThe vehicle also has four oxygen sensorsThese findings were reported to Mr***Mr*** not having the knowledge in this field grew upsetHis vantage point was that "the engine light was back on and therefore Firestone was responsible." He expressed this concern to our store teammatesGiven that we are a customer focused organization, our management team offered to perform the labor of repairing the new issue free of chargeThey explained to Mr*** that he would have to pay for the parts as catalytic convertors are purchased on the outside from either dealers or other parts vendorsCatalytic convertors contain precious metal and therefore are very costly to both installers and customersMr*** was not happy with this offerSubsequently he generated the call to our internal consumer affairs department which set off a chain reaction leading to this investigation
After discovering the above stated events, Area Manager *** called and emailed Mr.***Mr*** returned an email letting *** know he was out of the country and would be returning in a few weeksHe also let AM *** know Mrs*** was available if he wanted to deliver the findings to herAM *** chose to wait as he had an ongoing dialogue with Mr***When contact was made with Mr*** a few weeks later, Area Manager *** explained the findings over the phoneArea Manager *** apologized for our store teammates not offering a courtesy diagnosis to Mrs***Area Manager once again explained a drive cycle and that hundreds of reasons certain codes and engine lights can be triggered by onboard diagnostics systemsArea Manager *** explained that the convertors that are now bad, are not the same parts that were replaced in September Area Manager *** also explained how it would have been unethical for our team to sell all four catalytic convertors back in SeptemberOnly the bank one side was failing at the timeAM *** also explained that it isn't uncommon for components to go bad on a vehicle after 100,***Especially components that are like other components on the vehicle and perform like functions that have previously went badAM *** offered to meet Mr*** to review these findings and show Mr*** the components on his vehicleAM *** also offered to have the vehicle repaired at a discounted rate to show a sign of good faithMr*** declined the offerDuring this phone call Mr*** acknowledged his understanding of the explanation, but expressed his frustration that his check engine light was illuminatingAM *** once again explained that engine lights come on for various reasonsWhen one repair is performed to alleviate an engine light, another component will eventually go bad triggering the light to come back onThis could be years, months, or even days after a repairMr*** acknowledged his understanding of the workings of an onboard computer system and the many reasons a check engine light can be triggeredThe phone call was ended and the matter was put to rest until the Revdex.com contacted us recentlyOur offer still stands to perform the labor free of charge as Mr*** will be responsible for all costs associated to parts
I have also included this snip (see below) from *** to illustrate the reason why converters cost as much as they do(they contain precious metals)
A catalytic converter is a device used to convert toxic vehicle emissions to less harmful substances by way of catalyzed, or accelerated, chemical reactionsMost present-day vehicles that run on gasoline, including automobiles, trucks, buses, trains, motorcycles, and planes, have exhaust systems employing a catalytic converter.The catalyst component of a catalytic converter is usually platinum (Pt), along with palladium (Pd), and rhodium (Rh)
The Area Manager states they have agreed to replace the tireWill that resolve this complaint?
We are sending this back to the Area Manager for further reviewSomeone should be in contact with you to review this case againThank you
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