Infiniti of Tyson's Corner

Initial Business Response /* (1000, 5, 2014/08/25) */
Contact Name and Title: [redacted] ADM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bfrc.com
We have agreed to refund the customer for the tires due to the inconveniences as a result of her visits...

An internal case was set up for the Area Manager to investigate. After review, the Area Manager indicates that this has been resolved by issuing a refund of service and replacing the hub caps as requested. We sincerely apologize for the inconvenience this issue has caused you.

[redacted] informed us that the complaint came directly to them and they responded on March 18th.

Complaint: [redacted]
I am rejecting this response because: I don't agree with the inspection assessment and I believe some of the issues to be related.  The dealership indicated that there was a relation to the issues that had been previously repaired and this is way too big of a coincidence to happen on the same system of the vehicle within a one month time period.  Regardless it took Firestone more than two weeks to get this handled appropriately and I was without a vehicle for that long.  That is a significant inconvenience and I also think pretty ridiculous.  I am overall just not happy with their service, or their commitment to their customers and I just want that to be known and published.  
Sincerely,
Jared [redacted]

A claim was investigated by our corporate claims department. Unfortunately, management did not agree to accept liability for this issue. As a customer satisfaction gesture, we can offer $100 towards the repairs if that will resolve this matter. Please let us know.

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 reaching out to you shortly to discuss a proper resolution.

From: [redacted].[redacted]@startek.com] Sent: Monday, November 21, 2016 1:16 PM To: Revdex.com Info <[email protected]>; Jeffersonville Bridgestone Management <[redacted]@startek.com> Subject: Re: You have a New Message from Revdex.com Serving Chicago and...

Northern Illinois Complaint #[redacted]   Good afternoon, I have updated file# [redacted] with the following information. FYI this was a resolved file where we sent $100 refund [redacted] 11/21/16. Thank you, [redacted] Bridgestone Team Lead

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 1.5 pounds of grown to the system.  The last time it was services, the technician had to add 2.7 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]

Field Management has issued the requested refund. We apologize for any inconvenience.

Complaint: 11185495
I am rejecting this response...

because: the area manager danced around the issue, stating, in essence, that the company's advertisement of "59 minutes or $59 back" does not apply in situations where the tires are on sale. This is self-serving and  deceptive; .
Sincerely,
Jim K[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. The Area Manager indicated that he has reached out to you and made arrangements for you to take the vehicle to another one of our locations. They will also be providing a rental while they get this issue taken care of. Please follow up with the Area Manger for any further questions/concerns. Thank you.

Initial Business Response /* (1000, 10, 2015/05/18) */
The area for this location responded:
I have contacted the customer this afternoon and explained that her tires cannot be rotated due to the vehicle having different size tires on the front and rear of her vehicle, but they can be balanced...

which is what she paid for. She confirmed that she did not pay for any alignment service, and understands that Firestone cannot perform that service on a [redacted] The customer is satisfied and will return to the location for tire balancing services.
(Area Manager-[redacted])
Initial Consumer Rebuttal /* (2000, 12, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by a manager yesterday and he agreed to the employee giving wrong information and has gave me the info to call and set up an appointment for my already paid for tire balancing

An internal case has been set up. The Area Manager will reach out to the customer to review and resolve this matter.

Tires were suggested because the tread depth was between 4 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 $102.37 (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 2 oxygen sensors for a total of $429.99.  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  508 of 650 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 $35.28.  The battery was replaced again at no charge on January 8th 2016 and again the test results were good and no replacement was required.  During that visit, we gave Ms. [redacted] an estimate of $283.59 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 $50 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 $566 over the last 3 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.

Good Afternoon,   Thank you for bringing your concerns to our attention in regards to your Revdex.com complaint submitted. We always appreciate feedback because it's imperative that we are aware of our customer's concerns so we can address and correct the problems.   I wanted to gather some more...

information so we can address these concerns with management to ensure that we are always providing superb customer service. Please let me know which store you visited and the invoice number/name associated with the invoice so that I can relay this information to the proper Area Manager.   I look forward to hearing from you.   Best Regards,     Jessica   Jessica [redacted] Sr. Customer Retention Specialist   Bridgestone Retail Operations 333 E. Lake Street Bloomingdale, IL 60108 Phone: 630.259.9146 Fax: 630.672.1252

Initial Business Response /* (1000, 10, 2015/09/23) */
Initial Consumer Rebuttal /* (2000, 13, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was recently refunded so there are not further problems.

Revdex.com: A refund for the alignment was issued,  No offer was made to refund me for my tires, No apology was given by anyone.  No statement of corrective actions. This tells me that what I experienced is common practice.  To place someone life at risk just to avoid having to compensate for a bad job.  Their warranty was an act of collecting more money, and the solution if it come back in was to show there was another issue they could not have seen.  Problem is: I had just had New Tires install and both I an engineer and the mechanics that reviewed my tires checked my cars steering hardware on the car before installing New Tires, Both the mechanic and I agreed, all it was originally was a bad alignment.  The 65 percent unscrewed control arm bolt was criminal not just bad customer service.  But bottom line my wife nor I was injured by their callous response during this whole ordeal so I choose to keep this Professional.  I choose to show my kids that even in dark times if you can keep it professional do so.  An outsider would not see why I responded in any other way,  but they will understand the story. My Chi is strong, and God is good to allow me to stay professional.  
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is what I expected so close the case.
Sincerely,
[redacted]

Store Management has confirmed reimbursement for related repairs at your BMW dealership. Please reach out to Store Management as soon as the receipt can be produced.

Thank you for reaching out so that management can investigate your concerns further. Management has reviewed the additional services performed at your third-party shop and reached out to you via email to discuss this matter further. Please reach back out to management should you have any additional...

questions regarding their findings.

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.
As long as they cover the bill and repairs related to the alignment and suspension issues.
Sincerely,
Tamara [redacted]