Infiniti of Tyson's Corner

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.

An internal case has been set up for the Area Manager to review and resolve with the customer.

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]

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

This complaint was sent to the Area Manager to review/resolve with customer. As of 11/20/15, he indicated in our internal system that he:"TALKED TO CUSTOMER AND THEY TOOK CAR TO THEIR MECHANIC WHO FOUND THE RADIATOR TO BE CRACKED AND ALSO THE OVERFLOW TANK. REPAIRED BOTH AND IS GOING TO DRIVE TO SEE...

IF ANY FURTHER ISSUES. CUSTOMER IS GOING TO E-MAIL ME INVOICE AND I WILL REIMBURSE FOR COST OF REPLACEMENT."-Per the Area Manager, Nicholas [redacted].

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]

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

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

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

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.

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.

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

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]

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]

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

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.

Complaint: [redacted]
I am rejecting this response because:the transaction in question is less than 100$. Missing 4 months of payments is clearly the result of miscommunication and in no way is it a malicious avoidance of paying a fee. Please remove these charges as it is hindering my credit.
Sincerely
[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 me. The company made the situation right and I am very appreciative.
Sincerely,
[redacted] Lerner

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.

Initial Business Response /* (1000, 8, 2015/03/30) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
my service manager [redacted] went over to the customers mechanic who had the car and reviewed the vehicvle with our lead tech ( [redacted]...

[redacted] the exhaust manifold and front pipe that we did last year were in fine order. the issues with the vehicle were rotted brake and fuel lines that have deteriorated over time. Her mechanic agreed that the issue has nothing to do with our repair and he was not passing it for inspection until these issues mwere repaired. the needed repairs have nothing to do with our previous work and her mechanic agreed. we informed the customer of the findings.
Initial Consumer Rebuttal /* (3000, 10, 2015/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Today I picked up my car and, regarding their reply here, apparently the Firestone people were only interested on seeing things from their side, therefore my mechanics were wasting their time. It was [redacted] at the [redacted] shop who actually told me to contact the people who did this terrible job. I also gave him copies of my receipts from last year from Firestone. And the last time I was at Firestone it was because I had to take the car back since it was still having problems. That time they charged me an additional $200+ to fix it which was a week after they had charged me $300+ for work. From last May until now, they were the only ones who saw and worked on my car. If my mechanics warned me about the car problems right after they saw my car, then the Firestone people, if they didn't see anything, are just plain blind and clueless. My mechanics also cannot understand that.
I had no choice but to spend another $800 to fix what they did wrong. What a horrible experience. But I knew from the beginning that they would deny everything. I was just following instructions from [redacted] at the [redacted] shop who kept telling me that this work was so dangerous that I should contact Firestone to at least get my money back. He insisted in not doing any work on my car until I filed a formal complain. So I did that. But, unfortunately, I had no hope from the beginning. I knew that, in the end, it was my word against theirs. I was sure that they would deny doing anything wrong. The manager at [redacted] told me that he's been working there for more than 18 years and that they definitely know what they are doing. Firestone is just the absolute worst place to go to fix your car. I'll make sure to tell others that.
I won't pursue this anymore, since they would not accept responsibility for what they did wrong.
Just want to thank you for your help. I learned a lot from this. God bless.
Thanks again for your time.
Best,
[redacted]