Infiniti of Tyson's Corner

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 indicates that this complaint was resolved and the store ended up taking care of it.

Per our Firestone Fixed-right...

guarantee,if the automotive repair or service was performed improperly, then we will re-perform the service at no additional charge to you during the established warranty period. In this case, we ensured there was no additional charge to you for making sure the vehicle was fully repaired to normal operating specifications. We apologize for any additional inconvenience this may have caused you.

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

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]

Thank you for alerting us of your tire concerns as we take tire safety very seriously. A formal file was created to document your experience within which our notes indicate Area Management has been in contact to ensure the tire issue is corrected and your concerns are properly addressed. Please...

reach back out to Area Management should you have any additional requests or concerns.

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]

The notes in our internal case indicate that they refunded the customer for the part to resolve the issue and satisfy the customer.

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. Thank you.

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  correct mailing address is [redacted].Thank You For your time in this matter.

Initial Business Response /* (1000, 16, 2015/08/03) */
Our claims department investigated Mr. [redacted]'s concerns back in September of 2014. We had a third party inspector go out to look at Mr. [redacted]'s vehicle and determine liability. We supplied a rental while it was being investigated....

Unfortunately, it turned out that the inspector's report didn't indicate any liability for Firestone, so Mr. [redacted]'s claim was denied. The claim denial was also reviewed by the claims supervisor to the customer. Reference claim # XXXXXXX

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. As of 07/14/16 the Area Manager followed up with you to discuss the issues. An explanation was provided concerning the issue with the ball joints and that they couldn't have caused the ball joints wear/tear. However, as customer satisfaction they offered to assist with 2 tires in good faith. It was relayed that the tie rods and ball joints however, would still need to be replaced.

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. After further review.The Area Manager issued a refund of $522.57 to resolve this matter. Thank you.

Initial Business Response /* (1000, 20, 2015/09/02) */
Area Manager, Curt [redacted] has attempted to reach out to Mr. [redacted].
After numerous attempts to contact the customer, he will not return our calls for re-inspection.
The customer has not cooperated in our attempts to gather more...

information and resolve the matter.

Thank you for alerting us of your concerns so that this matter can be properly investigated. After review, a formal case has been set and referred to our claims department. Notes indicate your assigned claims advisor will be reaching out to you on 9/15 to discuss this case further.

Revdex.com:
I have reviewed the response made by the business in reference to com[redacted]int ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: 11676745
I am rejecting this response because: It is a bunch of legal bull. Sounds like I will never get my money back, so I will clearly stay clear of any Firestone Dealers or products moving forward. I clearly will never recommend Firestone. The Sum of $322 is short money to a company like Firestone. Having my wife injured or worse because of poor workmanship is worth more than the $322 they put on this issue or her life. The little guy always looses to corporate America. I hope you at least changed your quality control process moving forward, before some else has an issue with a far worse result.
Sincerely,
Raymond [redacted]

Complaint: 11708669
I am rejecting this response because: I talk to someone 1 time and I haven't hear anything back from them since to say the matter has been resolved!!
Sincerely,
Robert [redacted]

Thank you for bringing these concerns to our attention. We created an internal case for the Area Manager to review and resolve.The Area Manager indicated that this matter was resolved and as customer satisfaction, a refund of service was issued.

We apologize for any inconvenience this unfortunate experience caused you. Our records indicate management has been in contact with you to help make things right and this matter has come to a mutual resolution. Please reach back out to management should you have any further concerns.

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