Infiniti of Tyson's Corner

Complaint: [redacted]
I am rejecting this response because:This business says there was notification sent out, when in fact there was not. The issue of the window being broken was not addressed either. If the vehicle was on their property, they are liable for damages incurred. I absolutely reject this response from Firestone. Also the time it took to even hear from a representative from corporate took weeks. How is this acceptable coming from a company who states they put customer satisfaction first.I am still looking for monetary compensation from charges against me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/10) */
Contact Name and Title: [redacted] Area Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bfrc.com
We will issue the refund requested for $329.91. A check will be issued for refund and mail to address on file.
Initial Consumer Rebuttal /*...

(2000, 7, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We have confirmed that the funding should have arrived via standard mail as of this date (3/8/17). If for any reason you still have not received this funding to your household, please message us at [email protected] for additional assistance.

We apologize that this matter was not resolved sooner and thank you for escalating this further. Our records indicate that once management was alerted of your concerns the full reimbursement for differential repairs was issued. We apologize for any inconvenience this may have caused and encourage...

you to reach back out to management should there be any additional concerns or questions.

Initial Business Response /* (1000, 5, 2015/07/06) */
The Store manager contacted [redacted] and agreed to give a refund. This happened over a year ago and the manager took care of the customer.

The Area Manager has left a message for the customer to call back and he would like to explain and apologize for the situation. He has also indicated that his plan is to:"My plan is to apologize and refund the following as requested.Alignment on [redacted] $84.99RH Warranty on the original PW tires $...

30LT Balance on the Infinity $ 72For a total of $187" Per the Area Manager, [redacted] Thank you for giving us the opportunity to resolve and make things right. We apologize for the inconvenience this has caused you.

An internal case was set up for the Area Manager of the location to review and investigate.The Area Manager has indicated the below information regarding the issue.He spoke with Mr. [redacted] today about his complaint and  explained to him that each time he returned to our store for diagnosis it...

was a different issue. The first time it was a bad coil on cylinder #4 (5/22/2015) and the second time (12/04/2015) it was a variable valve timing solenoid a misfire on cylinder #3 and some broken vacuum hoses. Each time was a different issue.We offered to refund him on one of the diagnosis fees, but Mr. [redacted] declined.Per the Area Manager, the store followed the process with inspecting the customer's vehicle, but each time was different issue.

Thank you for alerting us of your concern so that management has a better opportunity to help make things right. A formal case was created to document your concerns and at this time we have received notification that the starter has been replaced under warranty. We apologize for any inconvenience...

this matter may have caused.

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]

Initial Business Response /* (1000, 18, 2015/09/04) */
The claims dept handled this issue and settled matter with this customer. The damage was found not to be caused by the store but a settlement of $375 was made.

Initial Business Response /* (1000, 24, 2015/09/03) */
The current store manager and myself have left several messages for the customer to call us to address his concerns, also, the email address returns
As not active. This complaint could have been solved last year but the Revdex.com response was not...

filed, not sure.
More than happy to address if contacted by the customer . This case could not be responded to online.

Thanks for your help

[redacted]
Area Manager

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 shortly to discuss a proper resolution to this issue.

I contacted this customer and we agreed to settle this matter by refunding his CFNA card the $458.14 from invoice on 12/04/15.He agreed that this would be a satisfactory resolution.

Initial Business Response /* (1000, 20, 2015/09/09) */
I've emailed the Area Manager to see if he recalls how this was resolved.

Initial Business Response /* (1000, 5, 2014/10/01) */
Contact Name and Title: [redacted] - Area Mgr
Contact Phone: XXX XXX-XXXX
Contact Email: [redacted]@bfrc.com
The Tires Plus team apologized and refunded Mr. [redacted] $585 back for the tune up repairs done to his vehicle.

We apologize for this unfortunate experience and are happy to see that this matter has since been resolved. Please reach back out to our Field Manager, [redacted], should there be anything else we can assist you with.

I have reviewed your invoices and was not able to locate the credit. Therefore, I have issued the credit to your [redacted] account per the previously discussed agreement. The amount should be reflected in your account within 3-5 days.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Thank you for bringing your concerns to our attention so that we can make sure these coupon details are being presented clearly. After researching, we have found there may have been a miscommunication at the store. The 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 vehicles. Unfortunately, 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 newer. We 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.

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]