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 to discuss a proper resolutionThank you
Complaint: [redacted] I am rejecting this response because: The business is not standing behind their productIt should be also be documented that the business also omitted any information on any trial period with the tire at the time of purchaseThe trial period mentioned on behalf of the business in this complaint was surprising to hear about Sincerely, Mark [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Contact Name and Title: Kevin [redacted] Contact Email: [redacted] @bfrc.com See below email sent to the customer offering a credit: Hello Mr***, I received a copy of your Revdex.com complaintCould you please provide me with a copy of your receipt so that I can issue you the $credit? Thank you for your time Kevin ***
Initial Business Response / [redacted] (1000, 18, 2015/08/24) */ Contact Name and Title: R [redacted] AM Contact Phone: XXXXXXXXXX Contact Email: [redacted] @tiresplus.com Revdex.com CASE#: XXXXXXXX Ms [redacted] was in our store in February for an engine analysis for a driveability problemShe states that after our service her A/C quit blowing cold airFor customer satisfaction the store performed an evacuation and recharge of her A/C system ($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
Complaint: I am rejecting this response because:As I shared with the Area Manager, the reimbursement of $is not enough to validate my personal safety or guarantee the quality of work that was completed on my vehicleThe $was for reimbursement of my lifetime servicesI cannot guarantee any of the work done on my vehicle by Firestone given it failed Missouri State Inspection less than a week after I was at Firestone for the second timeI refuse to go back to Firestone if anything should go wrong and I feel a full reimbursement is fair given my experience both with customer service and also with gross incompetence on behalf of the technicians Sincerely, Angela [redacted]
Initial Business Response / [redacted] (1000, 18, 2015/09/04) */ The area manager attempted to reach out to the customer and the customer has not responded
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 resolveAs of 07/14/the Area Manager followed up with you to discuss the issuesAn explanation was provided concerning the issue with the ball joints and that they couldn't have caused the ball joints wear/tearHowever, as customer satisfaction they offered to assist with tires in good faithIt was relayed that the tie rods and ball joints however, would still need to be replaced
Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ An internal case will be set up and the Area Manager will follow up with the customer to attempt to resolve the issue
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] ***
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, Christopher ***
Initial Business Response / [redacted] (1000, 15, 2015/03/19) */ Contact Name and Title: [redacted] Area Manager Contact Phone: XXXXXXXXXX Contact Email: [redacted] @bfrc.com Already taken care of by the Firestone in [redacted] I was there and greeted the customer Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/03/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a call from [redacted] who I believe is the regional manager regarding my vehicle he was very helpfulHe gave me an appointment with the [redacted] Firestone on Tuesday I took my vehicle there and they gave me a wheel alignment and checked out my front endThe steering issue continued after the appointment with them which I do not understand, its gotten louder since I got the bearings replaced and the wheel sticking problem is getting worse I called them back soon as I got home and they told me the earliest my truck can be looked at again was FridayThe following day I drove to work and on my way home the noise turned into a grind and felt as though I was going to crash when I turned I immediately called Firestone and told them I don't think I would safely be able to make it there Friday and im currently awaiting a call to schedule a tow from my home Final Business Response / [redacted] (4000, 21, 2015/04/09) */ This issue has been resolved by the Odenton store
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
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 meThey were more than generous and treated me very kindlyI understand that mixup's happen in the business world and am happy this matter has been resolvedThank you Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 6, 2015/10/07) */ We refunded the customer $ Per the Area Manager, "VEHICLE HAS MORE ISSUES THAT NEED RESOLVED THAT WERE NOT EXPLAINED ON THE FIRST VISITFIRST VISIT FIXED THE NOISE UNDER THE HOODWE OFFERED TO FIX THE REMAINING ISSUES AT NO CHARGE CUSTOMER DID NOT WANT TO DO THATCUSTOMER WANTED REFUND OF ORIGINAL WORKTHIS WILL BE REFUNDED PER CUSTOMER SATISFACTIONTHE OFFER OF FIXING REMAINING PROBLEMS AT NO CHARGE IS NOW NULL AND VOID" Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) My money was refundedMy complaint was resolvedI will get repairs from another company
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 further review, we would like to refund the $to resolve this matterWe are processing the refund check today and you should receive it within 5-business daysAgain, we apologize for the trouble this issue has caused and we hope to see you back in future!
Initial Business Response / [redacted] (1000, 8, 2015/04/07) */ Contact Name and Title: [redacted] Area Manager Contact Phone: XXXXXXXXXX Contact Email: ***@bfrc.com This is for store # XXXXXX the [redacted] store this is not in Region
Dear Revdex.com,Thank you for bringing these concerns to our attention.An internal case was set up for the Area Manager to review and resolve.The Area Manager indicated the below information:The store manager had offered to change the wheel nuts and replace the wheel lock at no charge for customer satisfaction.I advised the customer of the condition of her wheels after visually inspecting myself The condition of metal on wheels has deteriorated due to age and is not allowing a good seal on the bead of tires There is nothing the store did to cause this condition Additionally the store manager on this phone call verified he would offer a prorated adjustment on tires for customer satisfaction, however the wheels would need replaced due to their condition of not meeting standards of part designed (ability for tire to seat on heavily rusted lip) The store manager & I advised that she could either acquire wheels or store could find her options in order to move forward.The store was provided two wheel lock keys, which in itself leads to vehicle has experienced problems prior with getting wheels off None the less, the store manager made an offer above and beyond warranty and we are prepared to honor the offer.Our store did already replace all wheel nuts, complete a flat repair service and install a wheel lock kit at no charge to customer, which has been processed
Initial Business Response / [redacted] (1000, 5, 2015/06/04) */ I just got off the phone with [redacted] ***I had talked to her last Friday about the situation and explained to her how sorry that we were that we were not able to fix the car correctly the first timeShe said that she had lost confidence in our ability to fix her car and wanted to take it to the Dealership to have it fixedI ran a refund through [redacted] and she received a check for 705$ in the mail on TuesdayShe thanked me for how quickly that I took care of the situation and I told her that if she had any issues in the future that we could help her with to please give me a call Thanks [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 following up with you to discuss a proper resolutionThank you
Initial Business Response / [redacted] (1000, 21, 2015/09/29) */
Complaint: [redacted] I am rejecting this response because: The business is not standing behind their productIt should be also be documented that the business also omitted any information on any trial period with the tire at the time of purchaseThe trial period mentioned on behalf of the business in this complaint was surprising to hear about Sincerely, Mark [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Contact Name and Title: Kevin [redacted] Contact Email: [redacted] @bfrc.com See below email sent to the customer offering a credit: Hello Mr***, I received a copy of your Revdex.com complaintCould you please provide me with a copy of your receipt so that I can issue you the $credit? Thank you for your time Kevin ***
Initial Business Response / [redacted] (1000, 18, 2015/08/24) */ Contact Name and Title: R [redacted] AM Contact Phone: XXXXXXXXXX Contact Email: [redacted] @tiresplus.com Revdex.com CASE#: XXXXXXXX Ms [redacted] was in our store in February for an engine analysis for a driveability problemShe states that after our service her A/C quit blowing cold airFor customer satisfaction the store performed an evacuation and recharge of her A/C system ($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
Complaint: I am rejecting this response because:As I shared with the Area Manager, the reimbursement of $is not enough to validate my personal safety or guarantee the quality of work that was completed on my vehicleThe $was for reimbursement of my lifetime servicesI cannot guarantee any of the work done on my vehicle by Firestone given it failed Missouri State Inspection less than a week after I was at Firestone for the second timeI refuse to go back to Firestone if anything should go wrong and I feel a full reimbursement is fair given my experience both with customer service and also with gross incompetence on behalf of the technicians Sincerely, Angela [redacted]
Initial Business Response / [redacted] (1000, 18, 2015/09/04) */ The area manager attempted to reach out to the customer and the customer has not responded
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 resolveAs of 07/14/the Area Manager followed up with you to discuss the issuesAn explanation was provided concerning the issue with the ball joints and that they couldn't have caused the ball joints wear/tearHowever, as customer satisfaction they offered to assist with tires in good faithIt was relayed that the tie rods and ball joints however, would still need to be replaced
Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ An internal case will be set up and the Area Manager will follow up with the customer to attempt to resolve the issue
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] ***
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, Christopher ***
Initial Business Response / [redacted] (1000, 15, 2015/03/19) */ Contact Name and Title: [redacted] Area Manager Contact Phone: XXXXXXXXXX Contact Email: [redacted] @bfrc.com Already taken care of by the Firestone in [redacted] I was there and greeted the customer Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/03/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a call from [redacted] who I believe is the regional manager regarding my vehicle he was very helpfulHe gave me an appointment with the [redacted] Firestone on Tuesday I took my vehicle there and they gave me a wheel alignment and checked out my front endThe steering issue continued after the appointment with them which I do not understand, its gotten louder since I got the bearings replaced and the wheel sticking problem is getting worse I called them back soon as I got home and they told me the earliest my truck can be looked at again was FridayThe following day I drove to work and on my way home the noise turned into a grind and felt as though I was going to crash when I turned I immediately called Firestone and told them I don't think I would safely be able to make it there Friday and im currently awaiting a call to schedule a tow from my home Final Business Response / [redacted] (4000, 21, 2015/04/09) */ This issue has been resolved by the Odenton store
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
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 meThey were more than generous and treated me very kindlyI understand that mixup's happen in the business world and am happy this matter has been resolvedThank you Sincerely, [redacted] ***
Please send an email to the Area Manager at r [redacted] @bfrc.com and he can call youThanks!
Initial Business Response / [redacted] (1000, 6, 2015/10/07) */ We refunded the customer $ Per the Area Manager, "VEHICLE HAS MORE ISSUES THAT NEED RESOLVED THAT WERE NOT EXPLAINED ON THE FIRST VISITFIRST VISIT FIXED THE NOISE UNDER THE HOODWE OFFERED TO FIX THE REMAINING ISSUES AT NO CHARGE CUSTOMER DID NOT WANT TO DO THATCUSTOMER WANTED REFUND OF ORIGINAL WORKTHIS WILL BE REFUNDED PER CUSTOMER SATISFACTIONTHE OFFER OF FIXING REMAINING PROBLEMS AT NO CHARGE IS NOW NULL AND VOID" Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) My money was refundedMy complaint was resolvedI will get repairs from another company
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 further review, we would like to refund the $to resolve this matterWe are processing the refund check today and you should receive it within 5-business daysAgain, we apologize for the trouble this issue has caused and we hope to see you back in future!
Initial Business Response / [redacted] (1000, 8, 2015/04/07) */ Contact Name and Title: [redacted] Area Manager Contact Phone: XXXXXXXXXX Contact Email: ***@bfrc.com This is for store # XXXXXX the [redacted] store this is not in Region
Dear Revdex.com,Thank you for bringing these concerns to our attention.An internal case was set up for the Area Manager to review and resolve.The Area Manager indicated the below information:The store manager had offered to change the wheel nuts and replace the wheel lock at no charge for customer satisfaction.I advised the customer of the condition of her wheels after visually inspecting myself The condition of metal on wheels has deteriorated due to age and is not allowing a good seal on the bead of tires There is nothing the store did to cause this condition Additionally the store manager on this phone call verified he would offer a prorated adjustment on tires for customer satisfaction, however the wheels would need replaced due to their condition of not meeting standards of part designed (ability for tire to seat on heavily rusted lip) The store manager & I advised that she could either acquire wheels or store could find her options in order to move forward.The store was provided two wheel lock keys, which in itself leads to vehicle has experienced problems prior with getting wheels off None the less, the store manager made an offer above and beyond warranty and we are prepared to honor the offer.Our store did already replace all wheel nuts, complete a flat repair service and install a wheel lock kit at no charge to customer, which has been processed
Initial Business Response / [redacted] (1000, 5, 2015/06/04) */ I just got off the phone with [redacted] ***I had talked to her last Friday about the situation and explained to her how sorry that we were that we were not able to fix the car correctly the first timeShe said that she had lost confidence in our ability to fix her car and wanted to take it to the Dealership to have it fixedI ran a refund through [redacted] and she received a check for 705$ in the mail on TuesdayShe thanked me for how quickly that I took care of the situation and I told her that if she had any issues in the future that we could help her with to please give me a call Thanks [redacted]