Infiniti of Tyson's Corner

Initial Business Response /* (1000, 5, 2015/07/27) */
Contact Name and Title: [redacted] Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
I received the original complaint from Ms. [redacted] on 4/26/2015. I called and left a message for her on 4/27/2015. Our plan at that...

time was to replace the 2 Bridgestone tires with 2 [redacted] tires so all 4 would match. She never returned my call. The store manager also tried to call her and never reseived a return call. We will gladly replace the 2 Bridgestone tires with 2 [redacted] tires at no charge at any Firestone location or she can take her vehicle to another tire company to have these tires replaced. We can refund her money once we receive the tires we installed. There was some confusion during the intitial sales process but [redacted] definitely did not intentionally attempt to mislead her. This vehicle takes 2 different sizes of tires and Bridgestone only makes the size for the rear of this vehicle. [redacted] was going to see if that same size tire would fit the front as well. When he found out they did not fit, that is when they had to order 2 [redacted] tires for the front. He should have ordered all 4 [redacted] tires in the beginning instead of trying to put the Bridgestone tires on the vehicle.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Neither [redacted] nor [redacted] called me since I left my first complaint. [redacted] originally was going to replace all four tires with Bridgestone tires of the same size, but when he noticed I was keenly observing his team's work on my car, he reinspected my car and asked me how far was my commute (which I had originally stated). He then finally admitted getting all same size tires outside the limits of manufacturer's specifications would have damaged my vehicle in the long run which contrasts with his original sales pitch of going outside manufacturer's specifications would not harm my vehicle in the long run. [redacted] and [redacted] did not contact me via verbal nor written communication. [redacted] tires are not of the same quality as Bridgestone. The price [redacted] charged me for the [redacted] tires were on par with the Bridgestone tires he sold me. [redacted] tires retail pricing are significantly less than Bridgestone tires. He lied. He attempted to deceive me. If he did not attempt to deceive me, why did he make the statement, "What? Oh, how did I get that on there? Oh, just delete that." This was his response after his employee who finalized my invoice inquired into the two [redacted] Pro Contact tires. I am not the only customer he and other members of his team has acted unprofessionally towards, check the [redacted] and [redacted] reviews. My desired resolution is a full refund of my invoice. The apology letter request has clearly been ignored and dismissed because the written response from [redacted] clearly states neither [redacted] nor [redacted] will admit to any wrong doing. [redacted] will continue his unprofessional habits and tactics towards any customer he deems he can easily manipulate. I will continue filing until an apology letter from [redacted] and a full refund of my invoice is received.
Final Consumer Response /* (2000, 11, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 9, 2015/07/29) */
Contact Name and Title: [redacted] Area Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bfrc.com
We have no reason to give a full refund on a set of tires that Ms. [redacted] is still in possession of. I have no problem at all refunding her tires as long as she retunrs our product to us. You can't keep a product and still get a refund over a mistake someone made. I know I left her message on the date stated in my original response. Answering complaints is part of my job and nobody has ever said I did not attempt to contact them. I did not state that [redacted] did not make a mistake in how he handled this situation but everyone at the store has a different story than Ms. [redacted] told me that Ms. [redacted] requested Bridgestone tires and he thought the tires he sold her would work but he was incorrect. I have known [redacted] for many years and he is absolutely not a dishonest person and would not have purposely deceived Ms. [redacted]. As far as [redacted] and [redacted] goes, we work on over one thousand vehicles every month at this location and it is almost impossible to have all positive comments on those sites. We take customer satisfaction very seriously and would like to make Ms. [redacted] happy. Allowing someoen to keep a product for free is not what happens when someone makes a mistake. Our poilcy on Bridgestone tires is that we will take our tires off if you don't like them and either put on different tires or the customer can purchase new tires somewhere else and we will then refund the tires. You can't just keep the product and not pay for them. I will still give her the same offer of replacing her tires with a set of [redacted] tires. She already has 2 but I will replace all 4 of them at the same time at another store. I can also have [redacted] write an apology letter for the mistake he made.

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]

The store refunded the customer $191.56 to resolve the complaint. We apologize for the situation. Thank you for giving us the opportunity to resolve this matter.

Initial Business Response /* (1000, 5, 2015/04/21) */
Customers complaint has been escalated to our Claims Department for investigation. Will provide update after 3rd party damage inspection completed.

Initial Business Response /* (1000, 5, 2015/06/08) */
Contact Name and Title: Blake Area Manager
we have gone through all of the proper channels per our policy for this customer. We filed a claim who in turn hired out a 3rd party fire investigator to determine fault. They deemed the cooling system...

repairs had nothing to do with the source of ignition and that a power steering leak had leaked onto the hot exhaust manifold which in turn started the fire. We cannot at this time take liability for this incident. This has been communicated to the customer by our claims department. At this time we are not going take responsibility for damage to vehicle. I understand they had just purchased the car prior to having the repairs done and didn't have full coverage insurance but our repairs did not start the customers fire.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because in the beginning of this issue they offered to reimburse my repair bill. Now they are offering nothing. I have documentation stating they were willing to refund my repairs. If their repairs were not to blame for incident why did they offer to reimburse me for my repairs.
03:36:51 PM [redacted] Thank you! Just a moment and I will have a file number for you!
03:38:16 PM [redacted] Your file number is XXXXXXX. You should be able to get a refund.
I would be happy with repair bill refunded at this point.
Final Business Response /* (4000, 9, 2015/06/16) */
Contact Name and Title: Blake Area Manager
As I understand the feelings that [redacted] is having, I have researched, the text that was added. [redacted] did not put the full text on there, we said if the inspector found what work we had done had caused the fire, we would have reimbursed for the service we performed. The service we did on the car did not cause it to catch on fire. The text was sent before the car was even looked at. We are not liable for the car catching on fire and are not reimbursing for work that fixed the problem it was brought in for.

Initial Business Response /* (1000, 19, 2015/09/04) */
This claim was settled for a signed release of $2500
Initial Consumer Rebuttal /* (2000, 21, 2015/09/10) */
(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. I would like to thank [redacted] and [redacted] for their attention to this matter.
Sincerely,
[redacted]

Thank you for bringing your concerns to our attention. We appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our business. We apologize for any inconvenience that we may have caused, and we would like to make things right as...

we truly value your business. An internal case was set up for the Area Manager to review and resolve. Someone should be following up with you to discuss a proper resolution.

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]

Initial Business Response /* (1000, 5, 2014/08/21) */
We appreciate your concern on the experience that you had at this Firestone location. The area that was casing the leak, unfortunately, would not be repairable being its proximity to the sidewall area of the tire. We perform a patch/plug...

combination which would not hold in your particular situation. There may be an independent repair shop that would take the chance and 'plug' your tire. However, we stand firm on the safety of our Customers and their vehicles. I was also in contact with the Store and looking at what you stated in this complaint, I feel confident that this above was explained to you in more detail. If you need further clairification, my name is [redacted] and I can be reached at (XXX)XXX-XXXX.

Initial Business Response /* (1000, 5, 2015/10/01) */
My name is Shaun [redacted], I am the Area Manager for the store that this complaint was sent to. I have reached out to the customer several time with no response back. She is requesting for the original paper work back. I am unable to do this because...

of record keeping. The work order was voided out and there is no money owed to us.

Complaint: [redacted]
I am rejecting this response because: No ones had been contact me since I put this complaint? Thanks 
Sincerely,
Winther [redacted]

Thank you for bringing your concerns to the attention of our office. After review, I have found that a formal damage claim has already been investigated and a claims adviser is assigned and in contact with you to help resolve this matter to your satisfaction. Please reach out to your claims advisor...

should you have any additional questions or concerns.

Initial Business Response /* (1000, 5, 2015/07/09) */
Contact Name and Title: [redacted] Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
The work done was performed properly and was verified by a [redacted] dealer. The vehicle had high mileage and had multiple oil leaks....

The vehicle was driven low on oil causing internal engine wear and it was not a result of an improper repair. I spoke to the [redacted] dealer and they confirmed that something came loose internally and there is nothing we could have done by replacing an oil pan that would cause that to happen. I do agree that the vehicle came back 2 times but each time, the oil light was not on and the vehicle would not duplicate her symptoms.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except the response because [redacted] did not give him the statement that he is giving the Revdex.com. My car has not had multiple leaks and I have just about every single work order that my car has ever had.
At this point my lawyer will be taking over this case.
Final Consumer Response /* (2000, 11, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the 3rd party inspector to investigate.
Final Business Response /* (4000, 9, 2015/07/10) */
We apologizee for the situation. We are forwarding this case to our Claims Department to investigate and send out a third party inspector to inspect the vehicle and determine liability. A claims advisor will be contacting the customer to set this up.

We apologize that the tires were not to your satisfaction and are dedicated to making things right. Our file indicates management has been in contact and a new set of tires has been installed to help resolve your concerns with the thumping. Please reach back out to Store Management should you have...

any concerns with the new tires.

Thank you for bringing your concerns to our attention. We appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our business. We apologize for any inconvenience that we may have caused, and we would like to make things right as...

we truly value your business. An internal case was set up for the Area Manager to review and resolve. Someone should be in contact with you shortly to reach a resolution. Thank you.

We apologize for any difficulties you have experienced with our Driveguard Tires. Any authorized dealer of our Driveguard Tire should be aware of the supplemental Road Hazard warranty that comes free of charge with ever Driveguard Tire Purchase. This warranty would cover the expense of a new tire if...

an issue should arise such as the one described in your complaint. At this time we understand a representative has reached out to discuss your concerns. Please feel free to reach out to our Driveguard team at 800-[redacted] should you have any additional questions.

Contacting customer to make an appointment to look at the vehicle and repair at no charge.

Complaint: [redacted]
I am rejecting this response because:Hi, and thank you for your response. If I'm not mistaken you are directing this matter to the person described in the previous message, if the Area Manager is the same guy as the district manager you have done nothing but sent me back to the start. How about directing me higher in the corporate ladder please! 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I Should not have to pay for all of the trouble I was put through so some putz could sell me something I didn't need. If my safety was important,  I wouldn't have been sent out twice on dangerous tires because firestone didn't do their job. I lost money and time and  cancelled another appointment, sitting in their lobbies trying to get talked into charging more on my new firestone credit card. Not to mention it is standard for the wheels to be cleaned off if there is corrosion, which means they are incompetent of doing their job, since they only did one tire, after my new tires were going flat. NOT TO MENTION  the pervert manager hitting on me which was embarrassing and wanting to come to my home. And I should pay you for all of this?  No, I should be paid for having been put through all of this. I had to drive to my Oncologist in Tulsa 2 hours both ways, and could have had a catastrophic accident because their employees are incapable of doing their job completely. Funny how I was told my wheels are crap and I need new ones, yet after a simple cleaning of my wheels, I have no more trouble. 6 and a half hours and 2 weeks later I was safe on the road again for a simple change of tires. It's just wrong. 
Sincerely,
[redacted]