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]
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, 28, 2015/09/09) */ The Area Manager called the customer, apologized and reviewed issue with the store manager Initial Consumer Rebuttal / [redacted] (3000, 30, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The area manager never call me I called him and he never apologized to me and I do not know what happen between him and the store manager Final Business Response / [redacted] (4000, 34, 2015/10/12) */ The Region Manager indicates: I just spoke with OrlandoI apologized for the issues and taking so longHe has taken his vehicle to another Tires Plus by his house in Omaha and they fixed the problemI offered him $for his trouble and doubts with our sincerityHe accepted and was very please he received the call from me today Final Consumer Response / [redacted] (2000, 36, 2015/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accepted the managers offer of $for my troubles with tires plus
Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ An internal case has been set up for review/investigationThe area or region manager will review the info and follow up with the customer Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since 10/1/they (corporate and/or a regional manager) said they would contact me in regards to this issue and they have yet to follow through with their promise Final Consumer Response / [redacted] (4200, 12, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The manager NEVER called! She was standing at the front desk while the new employee checked me out so there was prime opportunity for her to explain everythingThey also could have called to ask how to open the hood or even tell me they couldn't do the oil changeAfter minutes of me heading home, I had to call the store to get an explaination about the noteI then had to go somewhere else to get an oil change and found out that Firestone put on my tires wrong and I had to pay money to get my tires rotated to the correct positionI spent more money fixing Firestone's mistake that could have damaged my carI have the invoice from the service I had to pay for Final Business Response / [redacted] (4000, 14, 2015/10/27) */ Please send us the invoice from the oil change and rotation at the other facilityWe will reimburse you for this as customer satisfaction to resolve the issueOnce again, we apologize for any inconvenience this issue caused you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11188410, and find that this resolution is satisfactory to me Sincerely, Clela [redacted]
Initial Business Response / [redacted] (1000, 11, 2015/06/29) */ We are referring this to our claims department and a claims advisor will be assigned and contacting the customer to send out a third party inspector to investigate the issue and determine how we need to proceed with resolving the matter
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ Store management has contacted the [redacted] 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 / [redacted] (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 [redacted] Final Business Response / [redacted] (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
Thank you for alerting us of your tire concerns as we take tire safety very seriouslyA formal file was created to document your experience within which our notes indicate Area Management has been in contact to ensure the tire issue is corrected and your concerns are properly addressedPlease reach back out to Area Management should you have any additional requests or concerns
After review, the Region Manager indicates that we met the customer’s request for refunds and have apologized to the customerManagement has investigated the incident and validated that we had proceeded with integrity at all times when working on her vehicleWe apologize for any inconveniences this caused Ms***
Initial Business Response / [redacted] (1000, 13, 2015/09/04) */ Store manager terry [redacted] spoke to guest and invited her back inShe had dye put in the system and we are awaiting to find a leakGuest has been assured we would resolved the problemGuest is satisfied with the solution
Initial Business Response / [redacted] (1000, 5, 2015/07/22) */ Contact Name and Title: [redacted] Area Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com Car has been repaired and apologized for the service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do appreciate Mr [redacted] 's involvement in this matter, however the Firestone in Plainfield on [redacted] did not fix our problem we had to go to another Firestone in Naperville to get the necessary repairs and make it right We will never go back to the Plainfield Firestone as they were rude and [redacted] the manager there never called us back when he said he would when our vehicle was fixed in the other two times we took it there for repairsThey were also very disrespectful and we never received an apology for the way we were treated, nor did [redacted] apologize or explain to us why he never called us back to let us know that our vehicle was completed even though he said he wouldThey were very insensitive to our needs
Initial Business Response / [redacted] (1000, 20, 2015/08/14) */ Contact Name and Title: Mike [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com Store manager Daniel [redacted] had talked to Ed and he agreed to pay $on billThe store was going to credit $and Ed was going to come into the store to get creditEd has been contacted several times but has not showed up at the store to get credit
Complaint: [redacted] I am rejecting this response because: if we picked up the truck from your facility and it stops and the engine blew on the highway how is that not your responsibility you mentioned that you had inspection done from private facilities how do you do that when the truck is in our parking lot and no one ever showed up if I need to get an attorney involved I will , but I will not accept that answer nor have to pay out of pocket for your company mistakes Sincerely, [redacted]
Thank you for taking the time to notify us of your concernsArea Management has been alerted and reached out via email on 3/20/to discuss ways we can help to resolve this matterPlease feel free to reach us directly at [redacted] @bfrc.com should you have any trouble responding to Area Management
Complaint: [redacted] I am rejecting this response because: The vehicle was not repaired Again, they could not find the issue and just added additional Fremont to the system Although the vehicle blows cold air, I anticipate that the air will become warm in the next few months The technician had to add pounds of grown to the system The last time it was services, the technician had to add pounds of fee on Again, the vehicle was not repaired There is obviously a leak if the technician had to add grown twice within a year However, the manager did inform me to bring the vehicle back if it blows warm and they will continue to trouble shoot the problem I have no issues with this because I understand that some problems take several times to diagnose the issue As long as the manager continues to work with me until the problem eventually gets fixed, then that is fine with me I am convinced that eventually Firestone will figure it out Sincerely, David [redacted]
Initial Business Response / [redacted] (1000, 23, 2015/09/09) */ The Area Manager reached out to the customer and his message was not returnedRef case # XXXXXXX
Thank you for bringing these concerns to our attentionWe created an internal case for the Area Manager to review and resolve.The Area Manager indicated that this matter was resolved and as customer satisfaction, a refund of service was issued
Complaint: [redacted] I am rejecting this response because: I was told it was leaking due to the old age of the car/parts What I don't understand is, how my car goes from not leaking coolant when I take it there, to leaking coolant like I am running water down my sink While I understand things happen, I can't accept that it is a random occurrence My Grandmother [redacted] is on a limited income, she can not afford to fix a major fix on her car We sadly did not reach a resolution when talking I would like to speak with someone from corporate next time Sincerely, [redacted] (Grandson)On Behalf of: Pat Frazier
Thank you for allowing us the opportunity to help make things rightA formal case was created to document your concerns (case# [redacted] ) and alert managementAt this time the case file indicates that Field Management has been in contact and a diagnostic to help determine the issue has been performedPlease reach back out to field management should you have any additional concerns
Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com Store Manager called customer and agreed to refundCustomer came to store on 5/30/and recieved refund Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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]
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, 28, 2015/09/09) */ The Area Manager called the customer, apologized and reviewed issue with the store manager Initial Consumer Rebuttal / [redacted] (3000, 30, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The area manager never call me I called him and he never apologized to me and I do not know what happen between him and the store manager Final Business Response / [redacted] (4000, 34, 2015/10/12) */ The Region Manager indicates: I just spoke with OrlandoI apologized for the issues and taking so longHe has taken his vehicle to another Tires Plus by his house in Omaha and they fixed the problemI offered him $for his trouble and doubts with our sincerityHe accepted and was very please he received the call from me today Final Consumer Response / [redacted] (2000, 36, 2015/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accepted the managers offer of $for my troubles with tires plus
Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ An internal case has been set up for review/investigationThe area or region manager will review the info and follow up with the customer Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since 10/1/they (corporate and/or a regional manager) said they would contact me in regards to this issue and they have yet to follow through with their promise Final Consumer Response / [redacted] (4200, 12, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The manager NEVER called! She was standing at the front desk while the new employee checked me out so there was prime opportunity for her to explain everythingThey also could have called to ask how to open the hood or even tell me they couldn't do the oil changeAfter minutes of me heading home, I had to call the store to get an explaination about the noteI then had to go somewhere else to get an oil change and found out that Firestone put on my tires wrong and I had to pay money to get my tires rotated to the correct positionI spent more money fixing Firestone's mistake that could have damaged my carI have the invoice from the service I had to pay for Final Business Response / [redacted] (4000, 14, 2015/10/27) */ Please send us the invoice from the oil change and rotation at the other facilityWe will reimburse you for this as customer satisfaction to resolve the issueOnce again, we apologize for any inconvenience this issue caused you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11188410, and find that this resolution is satisfactory to me Sincerely, Clela [redacted]
Initial Business Response / [redacted] (1000, 11, 2015/06/29) */ We are referring this to our claims department and a claims advisor will be assigned and contacting the customer to send out a third party inspector to investigate the issue and determine how we need to proceed with resolving the matter
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ Store management has contacted the [redacted] 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 / [redacted] (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 [redacted] Final Business Response / [redacted] (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
Thank you for alerting us of your tire concerns as we take tire safety very seriouslyA formal file was created to document your experience within which our notes indicate Area Management has been in contact to ensure the tire issue is corrected and your concerns are properly addressedPlease reach back out to Area Management should you have any additional requests or concerns
After review, the Region Manager indicates that we met the customer’s request for refunds and have apologized to the customerManagement has investigated the incident and validated that we had proceeded with integrity at all times when working on her vehicleWe apologize for any inconveniences this caused Ms***
Initial Business Response / [redacted] (1000, 13, 2015/09/04) */ Store manager terry [redacted] spoke to guest and invited her back inShe had dye put in the system and we are awaiting to find a leakGuest has been assured we would resolved the problemGuest is satisfied with the solution
Initial Business Response / [redacted] (1000, 5, 2015/07/22) */ Contact Name and Title: [redacted] Area Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com Car has been repaired and apologized for the service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do appreciate Mr [redacted] 's involvement in this matter, however the Firestone in Plainfield on [redacted] did not fix our problem we had to go to another Firestone in Naperville to get the necessary repairs and make it right We will never go back to the Plainfield Firestone as they were rude and [redacted] the manager there never called us back when he said he would when our vehicle was fixed in the other two times we took it there for repairsThey were also very disrespectful and we never received an apology for the way we were treated, nor did [redacted] apologize or explain to us why he never called us back to let us know that our vehicle was completed even though he said he wouldThey were very insensitive to our needs
Initial Business Response / [redacted] (1000, 20, 2015/08/14) */ Contact Name and Title: Mike [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com Store manager Daniel [redacted] had talked to Ed and he agreed to pay $on billThe store was going to credit $and Ed was going to come into the store to get creditEd has been contacted several times but has not showed up at the store to get credit
Complaint: [redacted] I am rejecting this response because: if we picked up the truck from your facility and it stops and the engine blew on the highway how is that not your responsibility you mentioned that you had inspection done from private facilities how do you do that when the truck is in our parking lot and no one ever showed up if I need to get an attorney involved I will , but I will not accept that answer nor have to pay out of pocket for your company mistakes Sincerely, [redacted]
Thank you for taking the time to notify us of your concernsArea Management has been alerted and reached out via email on 3/20/to discuss ways we can help to resolve this matterPlease feel free to reach us directly at [redacted] @bfrc.com should you have any trouble responding to Area Management
Complaint: [redacted] I am rejecting this response because: The vehicle was not repaired Again, they could not find the issue and just added additional Fremont to the system Although the vehicle blows cold air, I anticipate that the air will become warm in the next few months The technician had to add pounds of grown to the system The last time it was services, the technician had to add pounds of fee on Again, the vehicle was not repaired There is obviously a leak if the technician had to add grown twice within a year However, the manager did inform me to bring the vehicle back if it blows warm and they will continue to trouble shoot the problem I have no issues with this because I understand that some problems take several times to diagnose the issue As long as the manager continues to work with me until the problem eventually gets fixed, then that is fine with me I am convinced that eventually Firestone will figure it out Sincerely, David [redacted]
Initial Business Response / [redacted] (1000, 23, 2015/09/09) */ The Area Manager reached out to the customer and his message was not returnedRef case # XXXXXXX
Thank you for bringing these concerns to our attentionWe created an internal case for the Area Manager to review and resolve.The Area Manager indicated that this matter was resolved and as customer satisfaction, a refund of service was issued
Complaint: [redacted] I am rejecting this response because: I was told it was leaking due to the old age of the car/parts What I don't understand is, how my car goes from not leaking coolant when I take it there, to leaking coolant like I am running water down my sink While I understand things happen, I can't accept that it is a random occurrence My Grandmother [redacted] is on a limited income, she can not afford to fix a major fix on her car We sadly did not reach a resolution when talking I would like to speak with someone from corporate next time Sincerely, [redacted] (Grandson)On Behalf of: Pat Frazier
Thank you for allowing us the opportunity to help make things rightA formal case was created to document your concerns (case# [redacted] ) and alert managementAt this time the case file indicates that Field Management has been in contact and a diagnostic to help determine the issue has been performedPlease reach back out to field management should you have any additional concerns
Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com Store Manager called customer and agreed to refundCustomer came to store on 5/30/and recieved refund Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)