Thank you for bringing these 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 rightAn internal case was set up for the Area Manager to review and resolveThe Area Manager indicated that he talked to the customer on April 1st and addressed customers concernsShe agreed the alternator, installed on December 26, 2015, solved the problem of the battery light coming onThey went over all work performed after that date and she confirmed no issues.The problem was found that after replacing the starter on march 16, she had a problem starting the car twiceThey set up an appointment on April 4th with a rental car providedHowever, on this date, the customer was not able to wait on Enterprise to pick her up and rescheduled for Friday, April 8th.On this visit the store checked car completely, found no problems to the work performed by the store, but they found that the gas was contaminated by water.They installed gas antifreeze at no charge and explained with sample of gas to the customerCustomer is happy with resolution and understands
We apologize for this unfortunate situation and would like to help ensure that the root cause of the 3rd-gear failure is determinedTo better help investigate this matter, a formal file has been created (file# [redacted] ) and a claims specialist will be assigned and in contact with you directly to discuss the next steps
We apologize for any inconvenience this matter has caused you and are dedicated to helping make sure you are satisfied with our servicesA file was created in your name and forwarded to management for assistanceOur file indicates management has contacted the vehicle owner and the additional vehicle noise concerns have been resolvedPlease reach back out to management should you have any additional questions or concerns
Initial Business Response / [redacted] (1000, 5, 2015/04/17) */ The charges on the invoice add up correctly and were authorized before work was completedAll charges are in accordance with proper labor times at this stores labor rate and parts are marked up fairlyWe are willing to settle with Mr*** The store Service Manager has called Times Today (4/17/2015) to try and reach a reasonable customer goodwill gestureMessages have been left and when he returns the call to the store to speak with the service manager a resolution will be met Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Its ***, that's whyThey are involved in blatantly ripping off their customers and that's wrongIn no universe should it ever cost $to change out the fan beltIt literally takes an amateur only minutes to doI mentioned in my original complaint that prior to examining this invoice thoroughly, I went to get an estimate to repair my parking brakeTheir best estimate was $to which I responded that I had this repaired in the past and cost had never exceeded $anywhere in the USIn fact I had the repair affected the next week by another shop for $ I never did preapprove these charges - that is a bald faced lie! I never would haveI don't care if the little [redacted] there called me or notWhat on earth would we ever discuss? I am enroute to AK now to assume a new position there and don't even have that phone anymoreThe numbers speak for themselves as does their conductI will never use Firestone again and have thrown away their credit card Final Business Response / [redacted] (4000, 9, 2015/04/28) */ Mr [redacted] has not returned the calls that the store made to reach out to him Mr [redacted] should contact the store @ XXX-XXX-XXXX and speak to the Manager [redacted] or Service Manager [redacted] and they will work with Mr [redacted] towards a resolution
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 follow up with you to discuss further
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 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 reaching out to you shortly to discuss a proper resolution
Initial Business Response / [redacted] (1000, 5, 2015/04/13) */ Apparently there was a misunderstanding, because customer was given option of new factory wheels, but customer declined d/t costWe gave option of salvage wheels, which is what he agreed to, but there must have been a misunderstandingWe agreed to refund $to customer, and check has been issued
We apologize that these tires are not to your satisfactionUnfortunately, the buy and try period has expired on these tires but management would like to see if there is another way we can assist youPlease email us at [redacted] @bfrc.com with your case number ( [redacted] ) and any requests for resolution you may have for management's review
Thank you for alerting us of your concerns so that Field Management has an opportunity to address this furtherWe have created a formal case and asked our Area Manager to reach out to you within the next 1-business days to discuss how we can help make things rightPlease reach out to us at [email protected] should you have any additional questions or information relevant to your case
Initial Business Response / [redacted] (4000, 16, 2015/04/25) */ I have tried contacting the customer and left a message on 4/and 4/with no repsonseThere is nothing for us to repair to pass the inspection because we already passed the vehcileThe monitors just needed to reset by driving to get the light off of the car Initial Consumer Rebuttal / [redacted] (4200, 18, 2015/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not accept their responseHowever, as I had indicated in my earlier addendum, ***, who works with Firestone, had resolved my "financial" concern for my car by promising to cover any costs that may come from retesting the emissions and repairing any unforeseen emissions problems, and also by being both polite and professional in his communicationHe retested my car and there were no further costsAs far as the my experience of "deceptive practice", by the manager withholding important testing results until after I've agreed to do the "pro-active" maintenance work and it was completedEspecially, after initially telling me that the safety and emissions tests were okay so that I would consider spending money on the "recommendations"They have not "directly" addressed that concern or even offered an apologyMoreover, they seem to have added more dishonestyTheir response to the Revdex.com indicates that they did finally call me on 04/and 04/with no response from meThey replied to you on 04/25/Since I've been in the hospital- due to my disability- I and can verify on my phone that they called and left a message for me on 04/Unfortunately, there is no record of any incoming call on my phone for the rest of April, much less "the 24th" when they say they calledSo their sentence reply appears to be dishonestThat seems to confirm a lack of veracity or truth-telling from at least management employees within FirestoneI regret not being able to have their mechanics work on my car anymore, however, as good as they've been "mechanically" at the stores that I've had service my car, I can no longer trust the "management" to be honest with informationAnd as I had mentioned to [redacted] when he kept trying to upsell me with their credit card, 'since I have become disabled over the past months, including being homeless for several of those months, every decision I make is amplified, because every cent is meaningful toward meeting my basic needs'As far as I'm concerned, the "deceptive practice" complaint has been resolved, since their dishonest reply seems to validate my concern Final Business Response / [redacted] (4000, 20, 2015/05/04) */ The only reason the light came on was because when we did the repairs we had to unplug sensorsThat is why we had the customer drive the vehcile to reset the montiors and clear the codesWe never suggested or quoted any further repairs
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 has indicated that he has attempted to reach youPlease call him back so he can discuss a proper resolution to this matterThank you
Revdex.com: I have reviewed the response made by the business in reference to com***int ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [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 forwardWe apologize for any inconvenience that we may have caused, and we would like to try and make things right as we truly value your businessAt this time an internal case was set up for Field Management to review and resolvePlease contact us back at [redacted] @bfrc.com if you are not contacted within 1-business days so that we can escalate your case
Thank you for bringing these concerns to our attention and giving us the opportunity to resolve this matter.The Area Manager indicates that this has been resolved with Mr***We are going to refund the tire he purchased at store [redacted] since we lost his old tireFrancisco (AM for DLFW) is going to call him to make him an appointment to get the correct tires installed at store [redacted] The customer is satisfied with the resolution
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 resolveAfter review, the Area Manager indicates this complaint has been resolved and a refund check for $was issuedWe hope we were able to make this right by you and we hope this was resolved to your satisfaction
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11125139, and find that this resolution is satisfactory to me Sincerely, I will Waite until Gill tells me what the answer will be, if the answer ids not satisfactory I will take legal steps as I feel they are at fault Edgard [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 claims department to investigateYour claims specialist is [redacted] and he has tried to reach you to discuss the claimHe has emailed and left you a voicemailPlease return his call at [redacted] Thank you
Thank you for bringing these 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 rightAn internal case was set up for the Area Manager to review and resolveThe Area Manager indicated that he talked to the customer on April 1st and addressed customers concernsShe agreed the alternator, installed on December 26, 2015, solved the problem of the battery light coming onThey went over all work performed after that date and she confirmed no issues.The problem was found that after replacing the starter on march 16, she had a problem starting the car twiceThey set up an appointment on April 4th with a rental car providedHowever, on this date, the customer was not able to wait on Enterprise to pick her up and rescheduled for Friday, April 8th.On this visit the store checked car completely, found no problems to the work performed by the store, but they found that the gas was contaminated by water.They installed gas antifreeze at no charge and explained with sample of gas to the customerCustomer is happy with resolution and understands
Initial Business Response / [redacted] (1000, 23, 2015/10/08) */ Initial Consumer Rebuttal / [redacted] (2000, 25, 2015/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)
We apologize for this unfortunate situation and would like to help ensure that the root cause of the 3rd-gear failure is determinedTo better help investigate this matter, a formal file has been created (file# [redacted] ) and a claims specialist will be assigned and in contact with you directly to discuss the next steps
We apologize for any inconvenience this matter has caused you and are dedicated to helping make sure you are satisfied with our servicesA file was created in your name and forwarded to management for assistanceOur file indicates management has contacted the vehicle owner and the additional vehicle noise concerns have been resolvedPlease reach back out to management should you have any additional questions or concerns
Initial Business Response / [redacted] (1000, 5, 2015/04/17) */ The charges on the invoice add up correctly and were authorized before work was completedAll charges are in accordance with proper labor times at this stores labor rate and parts are marked up fairlyWe are willing to settle with Mr*** The store Service Manager has called Times Today (4/17/2015) to try and reach a reasonable customer goodwill gestureMessages have been left and when he returns the call to the store to speak with the service manager a resolution will be met Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Its ***, that's whyThey are involved in blatantly ripping off their customers and that's wrongIn no universe should it ever cost $to change out the fan beltIt literally takes an amateur only minutes to doI mentioned in my original complaint that prior to examining this invoice thoroughly, I went to get an estimate to repair my parking brakeTheir best estimate was $to which I responded that I had this repaired in the past and cost had never exceeded $anywhere in the USIn fact I had the repair affected the next week by another shop for $ I never did preapprove these charges - that is a bald faced lie! I never would haveI don't care if the little [redacted] there called me or notWhat on earth would we ever discuss? I am enroute to AK now to assume a new position there and don't even have that phone anymoreThe numbers speak for themselves as does their conductI will never use Firestone again and have thrown away their credit card Final Business Response / [redacted] (4000, 9, 2015/04/28) */ Mr [redacted] has not returned the calls that the store made to reach out to him Mr [redacted] should contact the store @ XXX-XXX-XXXX and speak to the Manager [redacted] or Service Manager [redacted] and they will work with Mr [redacted] towards a resolution
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 follow up with you to discuss further
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 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 reaching out to you shortly to discuss a proper resolution
Initial Business Response / [redacted] (1000, 5, 2015/04/13) */ Apparently there was a misunderstanding, because customer was given option of new factory wheels, but customer declined d/t costWe gave option of salvage wheels, which is what he agreed to, but there must have been a misunderstandingWe agreed to refund $to customer, and check has been issued
We apologize that these tires are not to your satisfactionUnfortunately, the buy and try period has expired on these tires but management would like to see if there is another way we can assist youPlease email us at [redacted] @bfrc.com with your case number ( [redacted] ) and any requests for resolution you may have for management's review
Thank you for alerting us of your concerns so that Field Management has an opportunity to address this furtherWe have created a formal case and asked our Area Manager to reach out to you within the next 1-business days to discuss how we can help make things rightPlease reach out to us at [email protected] should you have any additional questions or information relevant to your case
Initial Business Response / [redacted] (4000, 16, 2015/04/25) */ I have tried contacting the customer and left a message on 4/and 4/with no repsonseThere is nothing for us to repair to pass the inspection because we already passed the vehcileThe monitors just needed to reset by driving to get the light off of the car Initial Consumer Rebuttal / [redacted] (4200, 18, 2015/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not accept their responseHowever, as I had indicated in my earlier addendum, ***, who works with Firestone, had resolved my "financial" concern for my car by promising to cover any costs that may come from retesting the emissions and repairing any unforeseen emissions problems, and also by being both polite and professional in his communicationHe retested my car and there were no further costsAs far as the my experience of "deceptive practice", by the manager withholding important testing results until after I've agreed to do the "pro-active" maintenance work and it was completedEspecially, after initially telling me that the safety and emissions tests were okay so that I would consider spending money on the "recommendations"They have not "directly" addressed that concern or even offered an apologyMoreover, they seem to have added more dishonestyTheir response to the Revdex.com indicates that they did finally call me on 04/and 04/with no response from meThey replied to you on 04/25/Since I've been in the hospital- due to my disability- I and can verify on my phone that they called and left a message for me on 04/Unfortunately, there is no record of any incoming call on my phone for the rest of April, much less "the 24th" when they say they calledSo their sentence reply appears to be dishonestThat seems to confirm a lack of veracity or truth-telling from at least management employees within FirestoneI regret not being able to have their mechanics work on my car anymore, however, as good as they've been "mechanically" at the stores that I've had service my car, I can no longer trust the "management" to be honest with informationAnd as I had mentioned to [redacted] when he kept trying to upsell me with their credit card, 'since I have become disabled over the past months, including being homeless for several of those months, every decision I make is amplified, because every cent is meaningful toward meeting my basic needs'As far as I'm concerned, the "deceptive practice" complaint has been resolved, since their dishonest reply seems to validate my concern Final Business Response / [redacted] (4000, 20, 2015/05/04) */ The only reason the light came on was because when we did the repairs we had to unplug sensorsThat is why we had the customer drive the vehcile to reset the montiors and clear the codesWe never suggested or quoted any further repairs
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 has indicated that he has attempted to reach youPlease call him back so he can discuss a proper resolution to this matterThank you
Revdex.com: I have reviewed the response made by the business in reference to com***int ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [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 forwardWe apologize for any inconvenience that we may have caused, and we would like to try and make things right as we truly value your businessAt this time an internal case was set up for Field Management to review and resolvePlease contact us back at [redacted] @bfrc.com if you are not contacted within 1-business days so that we can escalate your case
Final Consumer Response / [redacted] (2000, 19, 2015/08/19) */ Thank you for your helpthis case has been resolved
Thank you for bringing these concerns to our attention and giving us the opportunity to resolve this matter.The Area Manager indicates that this has been resolved with Mr***We are going to refund the tire he purchased at store [redacted] since we lost his old tireFrancisco (AM for DLFW) is going to call him to make him an appointment to get the correct tires installed at store [redacted] The customer is satisfied with the resolution
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 resolveAfter review, the Area Manager indicates this complaint has been resolved and a refund check for $was issuedWe hope we were able to make this right by you and we hope this was resolved to your satisfaction
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11125139, and find that this resolution is satisfactory to me Sincerely, I will Waite until Gill tells me what the answer will be, if the answer ids not satisfactory I will take legal steps as I feel they are at fault Edgard [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 claims department to investigateYour claims specialist is [redacted] and he has tried to reach you to discuss the claimHe has emailed and left you a voicemailPlease return his call at [redacted] Thank you