Tires were suggested because the tread depth was between and 5/32" and the manager gave her a pro-rated price to replace based on the warranty He made it very clear that the tires are not unsafe but for the best performance, should be replaced soon (new tires start with approx 11/32")The warranty only covers the tires until 2/32" Since 2014, Ms [redacted] has purchased a battery for $(2/11/14) despite documented proof that her battery did not require replacement and we did not recommend it She insisted we replaced the battery On June 28th, 2014, the engine light came on and the store replaced oxygen sensors for a total of $ February 10th 2015, the battery was tested and was replaced at no charge under warranty despite the test showing the battery was good and was still producing of CCA On February 24th, 2015, Ms [redacted] requested the replacement of her headlights even though they were working at the time for a total of $ The battery was replaced again at no charge on January 8th and again the test results were good and no replacement was required During that visit, we gave Ms [redacted] an estimate of $to replace a lock cylinder but did not charge to diagnose the problem The estimate was given assuming the cylinder was the problem but we would have to remove the door panel to confirm that was the correct fix The charge to remove the door panel to confirm the repair would have been around $but she declined We did inform Ms [redacted] that if we replace the lock cylinder a different key would be required to operate the door unless a locksmith would re-key the cylinder Again, there was no charge for the diagnostic and we could not confirm the correct repair until the door was removed As you can see, the store has been more than accommodating and replaced the battery several times at no charge although based on the test results, replacement was not required We have never attempted to sell anything that was not needed, in fact, we attempted to discourage her from spending money on items that were currently working Ms [redacted] spent a total of $over the last years and is not entitled to a refund for services that were never performed The store has tried to work with her, performed several services for free and goes above and beyond every time she would visit the store The accusations from Ms [redacted] are unfounded and we have documentation to prove our position
We apologize for your unfortunate experience and would appreciate the opportunity to help make things rightA formal file was created to document your concerns and our records indicate that field management has been in contact to schedule replacement of the tiresPlease reach back out to field management should you have any questions regarding this offer
Initial Business Response / [redacted] (1000, 15, 2015/09/01) */ Contact Name and Title: Michelle Office Mgr I am so sorry for all the run aroundWe have a website Firestonerewards.comI just looked up and they have processed the other and shipeed it 8/29/At anytime you can go and see the update Initial Consumer Rebuttal / [redacted] (2000, 17, 2015/09/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their responseI only wanted what was advertisedI did receive the additional $Visa card, however, they had months to fix it and didn'tThe only reason I even received it was because I involved the Revdex.comI will not do business with Tires Plus or Firestone againThanks Revdex.com
Thank you for reaching out so that local management is able to help make things rightAfter speaking with management about your case, we have been informed that the vehicle was repaired to your satisfaction at no-charge recentlyThank you again for giving us another chance to resolve this matter
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, Benjamin ***
Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ Contact Name and Title: [redacted] BAWL area Contact Phone: XXXXXXXXXX Contact Email: [redacted] @bfrc.com contacted customer, listened, offered to have store manager contact after he had chance to review ticket and made offer of honoring couponinformed his request on Revdex.com complaint was not able to be honored due to company policy of only using company provided partsstore manager investigated work order, clarified an error in math on the machine to/discard spec and offered to honor brake coupon Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 10, 2015/09/17) */ Contact Name and Title: Randy [redacted] AM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @tiresplus.com The mileage on this vehicle at the time of service is listed on the invoice as 145,Per the store manager Mike C, the oil cap was left off the oil fill and the motor was started and driven less than feetThe manager personally cleaned up the oil and topped off the engine oil and verified it was full prior to the customer leavingManager states less than 1/quart of oil had to be added back According to the 2nd work order the mileage was 146,when the vehicle was towed back to the store on 8/31/Therefore the vehicle had traveled approximately 1,milesUpon inspection there appeared to be knocking noises coming from the lower end of the engine which would indicate internal engine failureUpon return the vehicle was full of oilThe oil filter and housing was dryThe store quoted a price to replace the engineThe vehicle was left at the store for approximately week and the customer had the vehicle towed awayDue to the age of the vehicle and mileage on the engine it is not uncommon for internal engine failure to occurThe cap being left off the oil fill neck at start up would not have leaked enough oil to cause engine damage or internal engine failure
Initial Business Response / [redacted] (1000, 20, 2015/10/06) */ Area Manager, John [redacted] , attempted to contact customer several times with no return call
Thank you for bringing these concerns to our attentionWe apologize for any inconvenience we may have causedAn internal case was set up on our end for the Area Manager to resolveThe Area Manager indicates this issue has been resolved and the vehicle was repaired at one of our Firestone locationsAgain, we apologize for the situation and we hope we were able to make things right
Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ Contact Name and Title: Steve [redacted] AM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com I would be happy to refund the amount for the pumpPleaes contact me at your earliest opportunity to arrange a refund Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I spoke with and confirmed via phone and email a refund for the full amount I was charged
Final Consumer Response / [redacted] (2000, 5, 2015/09/18) */ Hi, I have already been refunded my money from Firestone so here is no need to contact them further. The case number is XXXXXXXX Rachel [redacted]
Complaint: I am rejecting this response because:The car was towed to Firestone where they looked at it and said that originally been put into the car and that this was just a freak thing - one in a million freak mechanical failure of the engine and that all cars leak oilIt was not caused by anything they did All cars do not leak oil and there was never any question if they put oil in the car or notThe oil leaked out of the car from somewhere over several days and according to my mechanic, the engine likely blew from not enough oil in the car Short of taking the engine apart an exact diagnosis could not be completed by either Firestone or my mechanic The car was running fine - no knocks nothing prior to the event The car started jerking and became really loud - then the oil light went on about the same time as the engine blew and the car stalled This all happened in approx a mile and half ride to a local store As soon as the car started jerking very badly I pulled over to the side to exit the road but the engine blew prior to being able to exit the road The auto is currently at my mechanic awaiting a new engine to be put in After speaking to Firestone Corporate, which were friendly and helpful they three way called the Firestone store where we had the work done He reiterated that oil had been put in the car and the evidence of that and stated all car leak oil I once again said I do not dispute that oil had been put into the car but something caused the oil to leak out- He then stated my oil pan had a big hole in it - well that could be when the engine threw a rod and put a hole in the side of the engine as well That had to occur after the failure of the engine or I would have been notified that there was a big hole in the oil pan that needed to be repaired A bad seal on the oil plug or the oil filter could cause a slow leak - that could cause the problem of oil leaking out.He did state that it would be sent to claims but I have not heard from them yet The car just been inspected by Firestone and there were no recommendations for repair Sincerely, Garrett [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 meI will accept the offer of a full refund for service in the amount specified of*The business can contact me at [redacted] Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 32, 2014/12/23) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @bfrc.com Customer purchased tires and did not get full mileage due to lack of rotationsCustomer felt we should have automatically rotated tires on each visit and since we did not she did not want to pay the prorated price of the tiresRefunded prorated price to make it no charge for customer
An internal case was set up and the Area Manager is getting new rims for the customer and providing a rental throughout the process.We apologize for any inconvenience this situation caused the customer. Thank you for bringing the concerns to our attention.
Thank you for bringing your concerns to our attention so that we can make sure these coupon details are being presented clearlyAfter researching, we have found there may have been a miscommunication at the storeThe coupon stipulates that the offer is good for a particular brand of pad that is stocked at all of our stores and available on most vehiclesUnfortunately, the vehicle in question being a 2013, has not yet reached the age to which our stores would typically stock brake pads for the vehicle due to it being newerWe apologize if this was explained to you as, "being out of stock", instead of the correct answer that we do not currently stock brake pads for your vehicle
Initial Business Response / [redacted] (1000, 17, 2015/08/19) */ A JUDGMENT WAS ENTERED AGAINST US ON THE ABOVE REFERENCED CLAIM THAT THE CUSTOMER ENDED UP TAKING TO SMALL CLAIMS COURTTHE AMOUNT PAID TO THE CUSTOMER IS $4,THE FILE IS NOW CLOSEDTHANK YOU Initial Consumer Rebuttal / [redacted] (2000, 19, 2015/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)
An internal case has been set up and turned over to the claims department to investigateThe claims department is sending out an independent inspector to help us determine liability and a proper 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 forwardWe apologize for any inconvenience that we may have caused, and we would like to try and make things rightAt this time an internal case was created and referred to Area Management for resolutionArea Management should be in contact within hours to discuss your concerns further
Received info from the Area Manager:The store manager contacted the customer and addressed concerns on pricingExplained oil change pricing was the same as beforeThis time,the customer did not present a couponThe customer also felt pricing on the wiper blades was to high alsoFor customer satisfaction, store manager issued credit Of $on the oil change (coupon offering on Firestone web site) and $dollars on the wiper blades, for a total of $dollars.Store manager also addressed the recommendations and the difference on the dealers.Customer felt stores should discount pricing and not require coupons to receive the discounts, manager explained that this marketing handled by corporate andOffers can varyHe explained that there is a free oil change offer in the current school coupon book as an example
Tires were suggested because the tread depth was between and 5/32" and the manager gave her a pro-rated price to replace based on the warranty He made it very clear that the tires are not unsafe but for the best performance, should be replaced soon (new tires start with approx 11/32")The warranty only covers the tires until 2/32" Since 2014, Ms [redacted] has purchased a battery for $(2/11/14) despite documented proof that her battery did not require replacement and we did not recommend it She insisted we replaced the battery On June 28th, 2014, the engine light came on and the store replaced oxygen sensors for a total of $ February 10th 2015, the battery was tested and was replaced at no charge under warranty despite the test showing the battery was good and was still producing of CCA On February 24th, 2015, Ms [redacted] requested the replacement of her headlights even though they were working at the time for a total of $ The battery was replaced again at no charge on January 8th and again the test results were good and no replacement was required During that visit, we gave Ms [redacted] an estimate of $to replace a lock cylinder but did not charge to diagnose the problem The estimate was given assuming the cylinder was the problem but we would have to remove the door panel to confirm that was the correct fix The charge to remove the door panel to confirm the repair would have been around $but she declined We did inform Ms [redacted] that if we replace the lock cylinder a different key would be required to operate the door unless a locksmith would re-key the cylinder Again, there was no charge for the diagnostic and we could not confirm the correct repair until the door was removed As you can see, the store has been more than accommodating and replaced the battery several times at no charge although based on the test results, replacement was not required We have never attempted to sell anything that was not needed, in fact, we attempted to discourage her from spending money on items that were currently working Ms [redacted] spent a total of $over the last years and is not entitled to a refund for services that were never performed The store has tried to work with her, performed several services for free and goes above and beyond every time she would visit the store The accusations from Ms [redacted] are unfounded and we have documentation to prove our position
We apologize for your unfortunate experience and would appreciate the opportunity to help make things rightA formal file was created to document your concerns and our records indicate that field management has been in contact to schedule replacement of the tiresPlease reach back out to field management should you have any questions regarding this offer
Initial Business Response / [redacted] (1000, 15, 2015/09/01) */ Contact Name and Title: Michelle Office Mgr I am so sorry for all the run aroundWe have a website Firestonerewards.comI just looked up and they have processed the other and shipeed it 8/29/At anytime you can go and see the update Initial Consumer Rebuttal / [redacted] (2000, 17, 2015/09/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their responseI only wanted what was advertisedI did receive the additional $Visa card, however, they had months to fix it and didn'tThe only reason I even received it was because I involved the Revdex.comI will not do business with Tires Plus or Firestone againThanks Revdex.com
Thank you for reaching out so that local management is able to help make things rightAfter speaking with management about your case, we have been informed that the vehicle was repaired to your satisfaction at no-charge recentlyThank you again for giving us another chance to resolve this matter
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, Benjamin ***
Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ Contact Name and Title: [redacted] BAWL area Contact Phone: XXXXXXXXXX Contact Email: [redacted] @bfrc.com contacted customer, listened, offered to have store manager contact after he had chance to review ticket and made offer of honoring couponinformed his request on Revdex.com complaint was not able to be honored due to company policy of only using company provided partsstore manager investigated work order, clarified an error in math on the machine to/discard spec and offered to honor brake coupon Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 10, 2015/09/17) */ Contact Name and Title: Randy [redacted] AM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @tiresplus.com The mileage on this vehicle at the time of service is listed on the invoice as 145,Per the store manager Mike C, the oil cap was left off the oil fill and the motor was started and driven less than feetThe manager personally cleaned up the oil and topped off the engine oil and verified it was full prior to the customer leavingManager states less than 1/quart of oil had to be added back According to the 2nd work order the mileage was 146,when the vehicle was towed back to the store on 8/31/Therefore the vehicle had traveled approximately 1,milesUpon inspection there appeared to be knocking noises coming from the lower end of the engine which would indicate internal engine failureUpon return the vehicle was full of oilThe oil filter and housing was dryThe store quoted a price to replace the engineThe vehicle was left at the store for approximately week and the customer had the vehicle towed awayDue to the age of the vehicle and mileage on the engine it is not uncommon for internal engine failure to occurThe cap being left off the oil fill neck at start up would not have leaked enough oil to cause engine damage or internal engine failure
Initial Business Response / [redacted] (1000, 20, 2015/10/06) */ Area Manager, John [redacted] , attempted to contact customer several times with no return call
Thank you for bringing these concerns to our attentionWe apologize for any inconvenience we may have causedAn internal case was set up on our end for the Area Manager to resolveThe Area Manager indicates this issue has been resolved and the vehicle was repaired at one of our Firestone locationsAgain, we apologize for the situation and we hope we were able to make things right
Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ Contact Name and Title: Steve [redacted] AM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bfrc.com I would be happy to refund the amount for the pumpPleaes contact me at your earliest opportunity to arrange a refund Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I spoke with and confirmed via phone and email a refund for the full amount I was charged
Final Consumer Response / [redacted] (2000, 5, 2015/09/18) */ Hi, I have already been refunded my money from Firestone so here is no need to contact them further. The case number is XXXXXXXX Rachel [redacted]
Complaint: I am rejecting this response because:The car was towed to Firestone where they looked at it and said that originally been put into the car and that this was just a freak thing - one in a million freak mechanical failure of the engine and that all cars leak oilIt was not caused by anything they did All cars do not leak oil and there was never any question if they put oil in the car or notThe oil leaked out of the car from somewhere over several days and according to my mechanic, the engine likely blew from not enough oil in the car Short of taking the engine apart an exact diagnosis could not be completed by either Firestone or my mechanic The car was running fine - no knocks nothing prior to the event The car started jerking and became really loud - then the oil light went on about the same time as the engine blew and the car stalled This all happened in approx a mile and half ride to a local store As soon as the car started jerking very badly I pulled over to the side to exit the road but the engine blew prior to being able to exit the road The auto is currently at my mechanic awaiting a new engine to be put in After speaking to Firestone Corporate, which were friendly and helpful they three way called the Firestone store where we had the work done He reiterated that oil had been put in the car and the evidence of that and stated all car leak oil I once again said I do not dispute that oil had been put into the car but something caused the oil to leak out- He then stated my oil pan had a big hole in it - well that could be when the engine threw a rod and put a hole in the side of the engine as well That had to occur after the failure of the engine or I would have been notified that there was a big hole in the oil pan that needed to be repaired A bad seal on the oil plug or the oil filter could cause a slow leak - that could cause the problem of oil leaking out.He did state that it would be sent to claims but I have not heard from them yet The car just been inspected by Firestone and there were no recommendations for repair Sincerely, Garrett [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 meI will accept the offer of a full refund for service in the amount specified of
*The business can contact me at [redacted] Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 32, 2014/12/23) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @bfrc.com Customer purchased tires and did not get full mileage due to lack of rotationsCustomer felt we should have automatically rotated tires on each visit and since we did not she did not want to pay the prorated price of the tiresRefunded prorated price to make it no charge for customer
An internal case was set up and the Area Manager is getting new rims for the customer and providing a rental throughout the process.We apologize for any inconvenience this situation caused the customer. Thank you for bringing the concerns to our attention.
Thank you for bringing your concerns to our attention so that we can make sure these coupon details are being presented clearlyAfter researching, we have found there may have been a miscommunication at the storeThe coupon stipulates that the offer is good for a particular brand of pad that is stocked at all of our stores and available on most vehiclesUnfortunately, the vehicle in question being a 2013, has not yet reached the age to which our stores would typically stock brake pads for the vehicle due to it being newerWe apologize if this was explained to you as, "being out of stock", instead of the correct answer that we do not currently stock brake pads for your vehicle
Initial Business Response / [redacted] (1000, 17, 2015/08/19) */ A JUDGMENT WAS ENTERED AGAINST US ON THE ABOVE REFERENCED CLAIM THAT THE CUSTOMER ENDED UP TAKING TO SMALL CLAIMS COURTTHE AMOUNT PAID TO THE CUSTOMER IS $4,THE FILE IS NOW CLOSEDTHANK YOU Initial Consumer Rebuttal / [redacted] (2000, 19, 2015/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)
An internal case has been set up and turned over to the claims department to investigateThe claims department is sending out an independent inspector to help us determine liability and a proper 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 forwardWe apologize for any inconvenience that we may have caused, and we would like to try and make things rightAt this time an internal case was created and referred to Area Management for resolutionArea Management should be in contact within hours to discuss your concerns further
Received info from the Area Manager:The store manager contacted the customer and addressed concerns on pricingExplained oil change pricing was the same as beforeThis time,the customer did not present a couponThe customer also felt pricing on the wiper blades was to high alsoFor customer satisfaction, store manager issued credit Of $on the oil change (coupon offering on Firestone web site) and $dollars on the wiper blades, for a total of $dollars.Store manager also addressed the recommendations and the difference on the dealers.Customer felt stores should discount pricing and not require coupons to receive the discounts, manager explained that this marketing handled by corporate andOffers can varyHe explained that there is a free oil change offer in the current school coupon book as an example