Initial Business Response /* (1000, 18, 2015/08/24) */
Contact Name and Title: R*** AM
Contact Phone: XXXXXXXXXX
Contact Email: ***@tiresplus.com
Revdex.com CASE#: XXXXXXXX
Ms*** was in our store in February for an engine analysis for a driveability problemShe states that after
our service her A/C quit blowing cold airFor customer satisfaction the store performed an evacuation and recharge of her A/C system ($normally) at n/c to herHer compressor was leaking refrigerant and therefore the store gave her an estimate to properly repair her a/c systemThe store did not cause the a/c compressor to leak refrigerant.The vehicle at the time had over 167,miles and there were several other items recommended however we did not look at the a/c because we were not asked to look at itThis type of issue with the a/c is common with the age and mileage on the vehicle
Initial Business Response /* (1000, 20, 2015/09/09) */
The Area Manager entered in case XXXXXXX that customer was referred to CFNA to address the credit issue
Initial Business Response /* (1000, 6, 2015/08/18) */
Ms.*** I am sorry that you feel Firestone Complete Auto Care (FCAC) gave you mis-informationIt is never our intent to mislead a customer for our gainAll of our technicians are ASE certified and strive to provide accurate diagnosis
to our customersUnfortunately automotive repair is not an exacate scienceThere can be many different opinions on how to repair a vehicleHowever showing that FCAC is an ethical business I will honor your request for the return of your $diagnosisThis in no way admits fault of our original diagnosis we stand by the reccomendations that we orginally gave to youI hope that you will continue to use FCAC for you automotive repair needs
Initial Consumer Rebuttal /* (2000, 8, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have received your formal dispute to the charges incurred during serviceManagement has reviewed your concerns and has agreed to the chargeback amount requestedPlease reach out to us at [email protected] should you have any additional concerns or questions
Initial Business Response /* (1000, 16, 2015/08/03) */
Our claims department investigated Mr***'s concerns back in September of We had a third party inspector go out to look at Mr***'s vehicle and determine liabilityWe supplied a rental while it was being investigated
Unfortunately, it turned out that the inspector's report didn't indicate any liability for Firestone, so Mr***'s claim was deniedThe claim denial was also reviewed by the claims supervisor to the customerReference claim # XXXXXXX
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 resolveSomeone should be following up with you shortlyThank you
Initial Business Response /* (1000, 6, 2015/09/14) */
Contact Name and Title: Rich *** - Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Attempted to contact Thuy *** on 9/8/@ 9:50AM - left voice messageCall was returned on 9/9/by the customerAttempted to
contact customer again on 9/10/@ 11:09AM - left voice messageWaiting on callbackI will be happy to assist in setting up a damage claim to resolve the issue stated on the caseWill continue to try contacting customer to resolve issue
Initial Consumer Rebuttal /* (3000, 8, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, Rich did called and left messages and I have attempted to return the calls several times but it took me to his voicemailI have actually attempted to call again today, Sept 17, and have left a voicemail to Rich to return my callsI have also emailed Rich as well so we can soon resolve this issuePlease return my call Rich, I would love to resolve this issue as soon as possible tooYou can either call or email me, I have available anytimeThanks!
Final Business Response /* (4000, 10, 2015/09/23) */
Received update from Area Manager, Rich ***:
I was finally able to make contact with the customer on MondayI discussed the issue with her and offered to set up a vehicle damage claim so that the car could be inspectedThe customer stated that there is no physical damage visible, nor did she see anyone maliciously damage her vehicle, but they had to adjust the steering column in order to drive her carIt has an electronic adjustable steering column and it now makes a clicking noise
I submitted a request for a claims referral, case # XXXXXXXI explained to her that the vehicle will have to be inspected by an Infinity dealer as our stores do not perform work of that scope, and that a claims representative will be in contact with her within the next few days
Initial Business Response /* (1000, 17, 2015/08/19) */
A JUDGMENT WAS ENTERED AGAINST US ON THE ABOVE REFERENCED CLAIM THAT THE CUSTOMER ENDED UP TAKING TO SMALL CLAIMS COURTTHE AMOUNT PAID TO THE CUSTOMER IS $4,THE FILE IS NOW CLOSEDTHANK YOU
Initial Consumer Rebuttal /* (2000,
19, 2015/08/25) */
(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 the complaintThe Area Manager has left a message for you to call him back to address the issuesPlease return his call so we can rectify this matterThank you
Initial Business Response /* (1000, 8, 2014/08/26) */
Ms***'s complaint was turned over to our claims department and they resolved the matter with herPlease close the case
We apologize for your unfortunate experience and would appreciate the opportunity to help make things rightA formal file was created to document your concerns and our records indicate that field management has been in contact to schedule replacement of the tiresPlease reach back out to field
management should you have any questions regarding this offer
Initial Business Response /* (1000, 17, 2015/08/22) */
Contact Name and Title: Marc ***, Area Ma
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Mr*** was refunded dollars and given a military discount of 10% on the installation of the tires since that was not
already discountedMr*** was also offered a chance to bring the vehicle back for a reinspection where I would be presentHe declined and stated he didnt want to waste any more time
The tires he had installed on his vehicle were exactly what he requested and there are no issues with them, therefore a refund is unfair
I will put the offer out again to reinspect the vehicle and if we are wrong with our recommendations on his vehicle, he will get his refund for the tires
We take damage claims such as yours very seriously and ensure you that this matter will be fully investigatedA formal claim has been created and our records indicate that the assigned claims advisor has been in touch with you as of 11/9/Please reach out to your assigned advisor directly should
you request an update on your case as we continue to investigate this matter
Initial Business Response /* (1000, 13, 2015/05/26) */
Contact Name and Title: *** *** Area manage
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
Left a message with the customer, informed the customer that her vehcile (*** *** with 4.6L V-8) does take quartsOur
oil change special is advetised up to quarts with additional quarts indicated as an extra fee
However, we are mailing the customer a refund of $as requested for customer satisfaction and also a voucher for $to be used at any participating Firestone location for future service
Initial Consumer Rebuttal /* (2000, 15, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We apologize if the current offer for a full refund of service in the amount of $*** is not to your satisfactionManagement has reached out to discuss this matter further but it unfortunately, does not appear that a reasonable settlement can be reached at this timeShould you choose to accept this offer in the future, please feel free to reach out to us at *** to discuss
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 18, 2015/08/24) */
Contact Name and Title: R*** AM
Contact Phone: XXXXXXXXXX
Contact Email: ***@tiresplus.com
Revdex.com CASE#: XXXXXXXX
Ms*** was in our store in February for an engine analysis for a driveability problemShe states that after
our service her A/C quit blowing cold airFor customer satisfaction the store performed an evacuation and recharge of her A/C system ($normally) at n/c to herHer compressor was leaking refrigerant and therefore the store gave her an estimate to properly repair her a/c systemThe store did not cause the a/c compressor to leak refrigerant.The vehicle at the time had over 167,miles and there were several other items recommended however we did not look at the a/c because we were not asked to look at itThis type of issue with the a/c is common with the age and mileage on the vehicle
The notes in our internal case indicate that they refunded the customer for the part to resolve the issue and satisfy the customer
Initial Business Response /* (1000, 20, 2015/09/09) */
The Area Manager entered in case XXXXXXX that customer was referred to CFNA to address the credit issue
Initial Business Response /* (1000, 6, 2015/08/18) */
Ms.*** I am sorry that you feel Firestone Complete Auto Care (FCAC) gave you mis-informationIt is never our intent to mislead a customer for our gainAll of our technicians are ASE certified and strive to provide accurate diagnosis
to our customersUnfortunately automotive repair is not an exacate scienceThere can be many different opinions on how to repair a vehicleHowever showing that FCAC is an ethical business I will honor your request for the return of your $diagnosisThis in no way admits fault of our original diagnosis we stand by the reccomendations that we orginally gave to youI hope that you will continue to use FCAC for you automotive repair needs
Initial Consumer Rebuttal /* (2000, 8, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have received your formal dispute to the charges incurred during serviceManagement has reviewed your concerns and has agreed to the chargeback amount requestedPlease reach out to us at [email protected] should you have any additional concerns or questions
Initial Business Response /* (1000, 16, 2015/08/03) */
Our claims department investigated Mr***'s concerns back in September of We had a third party inspector go out to look at Mr***'s vehicle and determine liabilityWe supplied a rental while it was being investigated
Unfortunately, it turned out that the inspector's report didn't indicate any liability for Firestone, so Mr***'s claim was deniedThe claim denial was also reviewed by the claims supervisor to the customerReference claim # XXXXXXX
The Area Manager has contacted the customer and offered to have the brakes re-inspected and provide a rental for the day of the inspection
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 resolveSomeone should be following up with you shortlyThank you
Initial Business Response /* (1000, 6, 2015/09/14) */
Contact Name and Title: Rich *** - Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Attempted to contact Thuy *** on 9/8/@ 9:50AM - left voice messageCall was returned on 9/9/by the customerAttempted to
contact customer again on 9/10/@ 11:09AM - left voice messageWaiting on callbackI will be happy to assist in setting up a damage claim to resolve the issue stated on the caseWill continue to try contacting customer to resolve issue
Initial Consumer Rebuttal /* (3000, 8, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, Rich did called and left messages and I have attempted to return the calls several times but it took me to his voicemailI have actually attempted to call again today, Sept 17, and have left a voicemail to Rich to return my callsI have also emailed Rich as well so we can soon resolve this issuePlease return my call Rich, I would love to resolve this issue as soon as possible tooYou can either call or email me, I have available anytimeThanks!
Final Business Response /* (4000, 10, 2015/09/23) */
Received update from Area Manager, Rich ***:
I was finally able to make contact with the customer on MondayI discussed the issue with her and offered to set up a vehicle damage claim so that the car could be inspectedThe customer stated that there is no physical damage visible, nor did she see anyone maliciously damage her vehicle, but they had to adjust the steering column in order to drive her carIt has an electronic adjustable steering column and it now makes a clicking noise
I submitted a request for a claims referral, case # XXXXXXXI explained to her that the vehicle will have to be inspected by an Infinity dealer as our stores do not perform work of that scope, and that a claims representative will be in contact with her within the next few days
Initial Business Response /* (1000, 17, 2015/08/19) */
A JUDGMENT WAS ENTERED AGAINST US ON THE ABOVE REFERENCED CLAIM THAT THE CUSTOMER ENDED UP TAKING TO SMALL CLAIMS COURTTHE AMOUNT PAID TO THE CUSTOMER IS $4,THE FILE IS NOW CLOSEDTHANK YOU
Initial Consumer Rebuttal /* (2000,
19, 2015/08/25) */
(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 the complaintThe Area Manager has left a message for you to call him back to address the issuesPlease return his call so we can rectify this matterThank you
Initial Business Response /* (1000, 8, 2014/08/26) */
Ms***'s complaint was turned over to our claims department and they resolved the matter with herPlease close the case
We apologize for your unfortunate experience and would appreciate the opportunity to help make things rightA formal file was created to document your concerns and our records indicate that field management has been in contact to schedule replacement of the tiresPlease reach back out to field
management should you have any questions regarding this offer
Initial Business Response /* (1000, 17, 2015/08/22) */
Contact Name and Title: Marc ***, Area Ma
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Mr*** was refunded dollars and given a military discount of 10% on the installation of the tires since that was not
already discountedMr*** was also offered a chance to bring the vehicle back for a reinspection where I would be presentHe declined and stated he didnt want to waste any more time
The tires he had installed on his vehicle were exactly what he requested and there are no issues with them, therefore a refund is unfair
I will put the offer out again to reinspect the vehicle and if we are wrong with our recommendations on his vehicle, he will get his refund for the tires
We take damage claims such as yours very seriously and ensure you that this matter will be fully investigatedA formal claim has been created and our records indicate that the assigned claims advisor has been in touch with you as of 11/9/Please reach out to your assigned advisor directly should
you request an update on your case as we continue to investigate this matter
Initial Business Response /* (1000, 13, 2015/05/26) */
Contact Name and Title: *** *** Area manage
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
Left a message with the customer, informed the customer that her vehcile (*** *** with 4.6L V-8) does take quartsOur
oil change special is advetised up to quarts with additional quarts indicated as an extra fee
However, we are mailing the customer a refund of $as requested for customer satisfaction and also a voucher for $to be used at any participating Firestone location for future service
Initial Consumer Rebuttal /* (2000, 15, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We apologize if the current offer for a full refund of service in the amount of $*** is not to your satisfactionManagement has reached out to discuss this matter further but it unfortunately, does not appear that a reasonable settlement can be reached at this timeShould you choose to accept this offer in the future, please feel free to reach out to us at *** to discuss
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,
*** ***