Thank you for alerting us of your concerns with the inspection performed at our Watauga location so that this can be addressed further by managementWe apologize if a misdiagnosis was made during your inspectionFor any trouble this may have caused you, management has issued the requested refund which should arrive at your household within 7-business days
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 [redacted]
Thank you for reaching out to us so that this matter can be properly investigatedA formal case has been created and a claims advisor has reached out to you so that this can be investigated furtherPlease respond to your assigned claims advisor at your earliest convenience for further assistance
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11503587, and find that this resolution is satisfactory to me Thank you Sincerely, Lisa [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 resolveThe Area Manager indicates that this complaint was resolved and the store ended up taking care of it
Initial Business Response / [redacted] (1000, 5, 2015/07/16) */ Contact Name and Title: [redacted] Area Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com Store documentation shows brake recomendation found during tire repairOil was added per customer requestStore refunded customers labor per request Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 6, 2015/10/09) */ Store manager is reaching out to the customer and will offer a refund back on the customers visa which was used for the repair
We have agreed to refund Ms [redacted] for the invoice with us $and the amount she paid the other facility, $The customer accepted this resolution and is satisfied
My name is John [redacted] and I am the Region Manager over this locationI spoke with Store Manager Tony [redacted] today in regards to this concernMr [redacted] has tried to explain the reason for the same misc part number being used in our system and the customer did not want to understandHis air conditioning repair was performed properly and his system works just fineHis confusion lies in the manner in which our parts are invoicedWe also called for this customer again today and left him a voicemail to return our callAs of the time stamp on this response, we have not heard backWe will attempt to contact the customer again tomorrow in the hopes to help him understand better what he paid for that did fix his original concernBest Regards,John [redacted] Region Manager- Central Florida
We tried to contacted customer on Monday 4/4/and spoke to father Customer did call us back on Thursday 4/7/and we offered to replace the part at no charge but customer said he already repairedCustomer stated he wanted a refund for what we did and we agreed to credit his charge card $and customer will be in to process the credit
Complaint: I am rejecting this response because: Sincerely, Ernie [redacted] This store and the company itself has still not dealt with the fact that they attempted to have me pay for errors on their part If this is not criminal, it is at least highly civil My question is how many other's has this store perpetrated a fraud against Again, I have still not heard from anyone representing Firestone
Complaint: I am rejecting this response because: It is a bunch of legal bullSounds like I will never get my money back, so I will clearly stay clear of any Firestone Dealers or products moving forwardI clearly will never recommend FirestoneThe Sum of $is short money to a company like FirestoneHaving my wife injured or worse because of poor workmanship is worth more than the $they put on this issue or her lifeThe little guy always looses to corporate AmericaI hope you at least changed your quality control process moving forward, before some else has an issue with a far worse result Sincerely, Raymond [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/09/30) */ The customers vehicle recieved a rejected inspection sticker for "excessive" play in the left inner tie rod and color flaking off of the front turn signal bulbs After leaving our facility, the customer had his vehicle inspected at another station that found no issues and gave the customer a "passing" State InspectionAfter filing a complaint with the State Police, the customer met a local State Trooper at a nearby State Inspection Station for evaluationThe Trooper as well as the technicians at the facility agree that the tie rod end does have excessive playThe Trooper stated that he would side with the customer to prevent a complaintThe State Inspection manual does state that "PLAY AT ANY POINT IN THE STEERING SYSTEM IS EXCESSIVE" under section 19VAC30-70- The light bulbs color was flaking off however could at this time still be deemed as an operable bulb(The front turn bulbs are required to be amber in color) As a good faith measure the customer will be reimbursed for his State Inspection expenses for a total of $
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 / [redacted] (1000, 8, 2015/04/06) */ Our claims department had a third party inspection company, [redacted] inspect Mr. [redacted] 's vehicle and determine liability. There was no evidence found that our services caused the failure. The 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 reservoir. The replacements of the front brake pads and rotors and the coolant flush, brake fluid exchange and oil change services performed over 1265 in service miles previously referenced above were all quality services that neither caused nor contributed to the current engine problem in any way. The replacement of the coolant expansion reservoir was a quality replacement that neither caused nor contributed to the current engine problem in any way. It 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." [redacted] We dicussed this with the customer, he was unhappy with the denial of the claim. However, we are denying the claim as the report indicates we are not at fault for the failure. If the Mr. [redacted] 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 / [redacted] (3000, 10, 2015/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never claimed there were coolant stains. I don't know why they keep bringing that up. The 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 pressure. That's obviously not what happened and shouldn't be part of this conversation. The fact that there were no coolant stains under the hood is consistent with there being no cap on in the first place. I never said the coolant came out of the reservoir. It was actually a LACK of pressure that lead to the problem. Coolant 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 findings. I spoke to [redacted] at [redacted] about this and he said to my face that they DO NOT agree with the inspectors findings. [redacted] at [redacted] 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 weeks. Five days later, I get a message saying I was supposed to return it the day my report came back. They want me to pay over $450 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 fault. Claim rep said she would have him call me. Finally talked to him a few days ago, but it turns out it wasn't the inspector at all. I was talking to the regional manager who is not even an ASE certified mechanic. This guy was arguing with me and being disrespectful not letting me get a word in edgewise. I had to explain how his argument didn't make sense. He was arguing that there were no coolant stains, and that that is evidence of the cap bring properly put back on. No coolant stains is evidence of a lack of enough pressure to send liquid and air shooting out uncontrollably. This lack of pressure was the result of NOT having the cap on the reservoir. Their argument is totally backwards, and they keep repeating it. It is such nonsense. There is an innate flaw with the inspectors report, and I finally got a chance to talk to the inspection company today. They also tried to use the argument that there was no coolant spillage but this is just their little red herring. They know their argument is faulty, so they keep trying to confuse me. Talking to the inspector company today I finally got down to the heart of the matter. The report says that the coolant flush was a quality service, and this is a lie that needs to be fixed in the report. Leaving the cap off the overflow tank is not a part of a quality service. Inspection company says it's my word against theirs whether the cap was off when I opened the hood that one day. So, in essence, they are calling me a liar. They themselves state there was no coolant spillage under the hood. Coolant 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 fluid. Seems to me if there was proof of coolant spillage, it would be consistent with the cap being properly replaced prior to service. Their rebuttal starts off saying there was no evidence of coolant spillage under hood. Exactly. Why 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 pressure. The lack of reservoir cap caused my car to not operate the way it should. My car was fine until I brought it to firestone, picked it up, and drove it. That 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 truth. If it is not honored by the claims dept then I will be seeing firestone in court. They will then have to pay for everything, plus makeup for the pain, suffering and lost wages they have caused for me. Additionally, because im so fed up with them, I've already placed bad reviews on several websites. I will also be finding more websites to post about this. I [redacted] also go so far as to protest out on the street corner in front of firestone in RB to discourage people from going there. I just spoke to a policeman who says as long as I follow certain guidelines I am within the law. Lets 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 this. When people try to take advantage of me, however, I get extremely frustrated. Firestone will be sorry they messed with [redacted] . Or they can just fix my car. I wonder how much money they wasted on the rental car and inspection. They probably could have just fixed my car and avoided wasting everybodys time with this. Final Business Response / [redacted] (4000, 24, 2015/05/08) */ Management has agreed to meet in the middle and settle for $1500 as goodwill if the customer will accept we will need to get a signed release. Final Consumer Response / [redacted] (2000, 26, 2015/05/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm sick of dealing with this. Give me the $1500 and we will call it even.
Thank you for alerting us of your concerns with the inspection performed at our Watauga location so that this can be addressed further by managementWe apologize if a misdiagnosis was made during your inspectionFor any trouble this may have caused you, management has issued the requested refund which should arrive at your household within 7-business days
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 [redacted]
Thank you for reaching out to us so that this matter can be properly investigatedA formal case has been created and a claims advisor has reached out to you so that this can be investigated furtherPlease respond to your assigned claims advisor at your earliest convenience for further assistance
Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ Per the Area Manager, they replaced the TPMS sensor at no charge on 09/25/
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11503587, and find that this resolution is satisfactory to me Thank you Sincerely, Lisa [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 resolveThe Area Manager indicates that this complaint was resolved and the store ended up taking care of it
Initial Business Response / [redacted] (1000, 5, 2015/07/16) */ Contact Name and Title: [redacted] Area Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com Store documentation shows brake recomendation found during tire repairOil was added per customer requestStore refunded customers labor per request Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 6, 2015/10/09) */ Store manager is reaching out to the customer and will offer a refund back on the customers visa which was used for the repair
We have agreed to refund Ms [redacted] for the invoice with us $and the amount she paid the other facility, $The customer accepted this resolution and is satisfied
My name is John [redacted] and I am the Region Manager over this locationI spoke with Store Manager Tony [redacted] today in regards to this concernMr [redacted] has tried to explain the reason for the same misc part number being used in our system and the customer did not want to understandHis air conditioning repair was performed properly and his system works just fineHis confusion lies in the manner in which our parts are invoicedWe also called for this customer again today and left him a voicemail to return our callAs of the time stamp on this response, we have not heard backWe will attempt to contact the customer again tomorrow in the hopes to help him understand better what he paid for that did fix his original concernBest Regards,John [redacted] Region Manager- Central Florida
We tried to contacted customer on Monday 4/4/and spoke to father Customer did call us back on Thursday 4/7/and we offered to replace the part at no charge but customer said he already repairedCustomer stated he wanted a refund for what we did and we agreed to credit his charge card $and customer will be in to process the credit
Complaint: I am rejecting this response because: Sincerely, Ernie [redacted] This store and the company itself has still not dealt with the fact that they attempted to have me pay for errors on their part If this is not criminal, it is at least highly civil My question is how many other's has this store perpetrated a fraud against Again, I have still not heard from anyone representing Firestone
Complaint: I am rejecting this response because: It is a bunch of legal bullSounds like I will never get my money back, so I will clearly stay clear of any Firestone Dealers or products moving forwardI clearly will never recommend FirestoneThe Sum of $is short money to a company like FirestoneHaving my wife injured or worse because of poor workmanship is worth more than the $they put on this issue or her lifeThe little guy always looses to corporate AmericaI hope you at least changed your quality control process moving forward, before some else has an issue with a far worse result Sincerely, Raymond [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/09/30) */ The customers vehicle recieved a rejected inspection sticker for "excessive" play in the left inner tie rod and color flaking off of the front turn signal bulbs After leaving our facility, the customer had his vehicle inspected at another station that found no issues and gave the customer a "passing" State InspectionAfter filing a complaint with the State Police, the customer met a local State Trooper at a nearby State Inspection Station for evaluationThe Trooper as well as the technicians at the facility agree that the tie rod end does have excessive playThe Trooper stated that he would side with the customer to prevent a complaintThe State Inspection manual does state that "PLAY AT ANY POINT IN THE STEERING SYSTEM IS EXCESSIVE" under section 19VAC30-70- The light bulbs color was flaking off however could at this time still be deemed as an operable bulb(The front turn bulbs are required to be amber in color) As a good faith measure the customer will be reimbursed for his State Inspection expenses for a total of $
Initial Business Response / [redacted] (1000, 14, 2015/09/29) */
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 / [redacted] (1000, 20, 2015/09/09) */ This has been forwarded to the Area Manager and Region Manager to resolve
Initial Business Response / [redacted] (1000, 23, 2015/09/04) */ The store manager called and gave the customer a refund on the cooling work performed
Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 8, 2015/04/06) */ Our claims department had a third party inspection company, [redacted] inspect Mr. [redacted] 's vehicle and determine liability. There was no evidence found that our services caused the failure. The 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 reservoir. The replacements of the front brake pads and rotors and the coolant flush, brake fluid exchange and oil change services performed over 1265 in service miles previously referenced above were all quality services that neither caused nor contributed to the current engine problem in any way. The replacement of the coolant expansion reservoir was a quality replacement that neither caused nor contributed to the current engine problem in any way. It 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." [redacted] We dicussed this with the customer, he was unhappy with the denial of the claim. However, we are denying the claim as the report indicates we are not at fault for the failure. If the Mr. [redacted] 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 / [redacted] (3000, 10, 2015/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never claimed there were coolant stains. I don't know why they keep bringing that up. The 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 pressure. That's obviously not what happened and shouldn't be part of this conversation. The fact that there were no coolant stains under the hood is consistent with there being no cap on in the first place. I never said the coolant came out of the reservoir. It was actually a LACK of pressure that lead to the problem. Coolant 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 findings. I spoke to [redacted] at [redacted] about this and he said to my face that they DO NOT agree with the inspectors findings. [redacted] at [redacted] 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 weeks. Five days later, I get a message saying I was supposed to return it the day my report came back. They want me to pay over $450 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 fault. Claim rep said she would have him call me. Finally talked to him a few days ago, but it turns out it wasn't the inspector at all. I was talking to the regional manager who is not even an ASE certified mechanic. This guy was arguing with me and being disrespectful not letting me get a word in edgewise. I had to explain how his argument didn't make sense. He was arguing that there were no coolant stains, and that that is evidence of the cap bring properly put back on. No coolant stains is evidence of a lack of enough pressure to send liquid and air shooting out uncontrollably. This lack of pressure was the result of NOT having the cap on the reservoir. Their argument is totally backwards, and they keep repeating it. It is such nonsense. There is an innate flaw with the inspectors report, and I finally got a chance to talk to the inspection company today. They also tried to use the argument that there was no coolant spillage but this is just their little red herring. They know their argument is faulty, so they keep trying to confuse me. Talking to the inspector company today I finally got down to the heart of the matter. The report says that the coolant flush was a quality service, and this is a lie that needs to be fixed in the report. Leaving the cap off the overflow tank is not a part of a quality service. Inspection company says it's my word against theirs whether the cap was off when I opened the hood that one day. So, in essence, they are calling me a liar. They themselves state there was no coolant spillage under the hood. Coolant 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 fluid. Seems to me if there was proof of coolant spillage, it would be consistent with the cap being properly replaced prior to service. Their rebuttal starts off saying there was no evidence of coolant spillage under hood. Exactly. Why 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 pressure. The lack of reservoir cap caused my car to not operate the way it should. My car was fine until I brought it to firestone, picked it up, and drove it. That 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 truth. If it is not honored by the claims dept then I will be seeing firestone in court. They will then have to pay for everything, plus makeup for the pain, suffering and lost wages they have caused for me. Additionally, because im so fed up with them, I've already placed bad reviews on several websites. I will also be finding more websites to post about this. I [redacted] also go so far as to protest out on the street corner in front of firestone in RB to discourage people from going there. I just spoke to a policeman who says as long as I follow certain guidelines I am within the law. Lets 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 this. When people try to take advantage of me, however, I get extremely frustrated. Firestone will be sorry they messed with [redacted] . Or they can just fix my car. I wonder how much money they wasted on the rental car and inspection. They probably could have just fixed my car and avoided wasting everybodys time with this. Final Business Response / [redacted] (4000, 24, 2015/05/08) */ Management has agreed to meet in the middle and settle for $1500 as goodwill if the customer will accept we will need to get a signed release. Final Consumer Response / [redacted] (2000, 26, 2015/05/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm sick of dealing with this. Give me the $1500 and we will call it even.