Infiniti of Tyson's Corner

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]

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.

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

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, 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.

Initial Business Response /* (1000, 8, 2015/04/09) */
The area manager has left several detailed messages for the customer to return his call. Area Manager is [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. After further review.The Area Manager issued a refund of $522.57 to resolve this matter. Thank you.

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

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]

Thank you for taking the time to voice your concerns as we want to ensure that this is addressed with the teammates involved. In addition, a full refund of the service in question has been issued for any inconvenience this may have caused you.

Initial Business Response /* (1000, 18, 2015/08/24) */
This case was closed on 11/23/13 ref case #2040141.
The store manager called the customer:
STORE MANAGER TO THE CUSTOMER
Details:THE MANAGER CALLED THE CUSTOMER TO APOLOGIZE FOR THE CONFUSION. THE CUSTOMER BELIEVES THAT WE PURPOSELY TOOK...

A NEW TIRE OFF HER VEHICLE DURING THE TIRE ROTATION AND REPLACED IT WITH A WORN OUT TIRE SO WE WOULD HAVE THE OPPORTUNITY TO SELL HER A NEW TIRE. THE MANAGER EXPLAINED THAT THIS WOULD NEVER HAPPEN AND OFFERED TO REPLACE THE TIRE IN QUESTION WITH A NEW ONE AT NO CHARGE TO RESOLVE THE ISSUE. THE CUSTOMER WAS PLEASED WITH THE RESOLUTION.
--NOTES ENTERED IN THE CASE UPON RESOLUTION.
Initial Consumer Rebuttal /* (3000, 20, 2015/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I FEEL THAT WHEN ME AND MY BOYFRIEND WENT INTO THE STATION TO GET THE CAR LOOK AT WE WERE BEING PUT ON THE SPOT FOR NO REASON. IT JUST SEEM LIKE THE ATMOSPHERE WAS UNCOMFORTABLE QUIET AND THEY DID THAT WE DID NOT QUITE MEET THEIR SAY TICKET. I HAD BEEN THERE MANY TIMES, BUT WHEN ME AND MY FRIEND ENTER THE STORE IT WAS A NEW THING FOR ME.MAYBE THAT IS WHY IT WAS A DIFFERENT SCENARIO TO THEM.
ALSO THE PERSON THAT LOOK AT THE DASH WANTED TO REMOVE THE WHOLE FRONT OF IT AND WHEN I TALK TO THE CARPARTS.COM GUYS ONLINE I WAS TOLD IT IS INDIVIDUAL ITEMS LIKE SPEEDOMETER, GAS GAUGES ETC
Final Consumer Response /* (4200, 30, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
DURING THE TIME THAT I TRUSTED THE CARE OF MY VEHICLE WITH THIS INDUSTRY A LOT OF BAD NOT NORMAL THINGS HAVE HAD HAPPENED TO MY CAR. NONE OF THE WINDOWS WORK IN THE CAR. I HAD TO PAY TO HAVE FIXED SO THE WINDOWS DID NOT GAP OPEN IN WINTER AND RAINY SEASONS. THE REPAIRS WERE WAY OVER THE COST OF THE CAR. IT HAS BEEN INHUMAN TO HAVE TO DRIVE WITH NO VENTING DURING ALL SEASONS AND YOU CAN NOT EVEN HAVE NORMAL CONVERSATION IN THE VEHICLE WITH TREMENDOUS RINGING SOUND IN THE EARS. I CONTACTED THE RECALL LIST FOR CHEVY NONE OF THIS WAS AVAILABLE ON THEIR LIST THAT WARRENTED ANY INSPECTION. IQUESS, I FEEL LIKE BECAUSE OF THE FAULT OF THE LOCAL COMPANY THAT I CAN NOT TRUST AND WOULD LIKE MY ACCOUNT BALANCE ERRASED AND A NEW CAR.
Final Business Response /* (4000, 28, 2015/10/09) */
There seems to be a mistake with our last response. It was entered as the consumer's response and not the business. We would like to know if the customer accepted our offer for the value vouchers? Please advise. Thank you.

The Area Manager reached out to Ms. [redacted] and refunded $150 as customer satisfaction to resolve this matter.

Complaint: 10945561
I am rejecting this response because:I do not believe this has been appropriately addressed by the business to ensure the shop management does not continue with dishonest repair practices. I would like to know what has been done to address this from happening again. 
Sincerely,
Sandra [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 claims department to investigate. Your claims specialist is [redacted] and he has tried to reach you to discuss the claim. He has emailed and left you a voicemail. Please return his call at [redacted]. Thank you.

Thank you for alerting us of your concerns so that Field Management has an opportunity to address this further. We have created a formal case and asked our Area Manager to reach out to you within the next 1-2 business days to discuss how we can help make things right. Please reach out to us at...

[email protected] should you have any additional questions or information relevant to your case.

Initial Business Response /* (1000, 5, 2015/09/15) */
An internal case will be set up and the Area Manager will follow up with the customer to attempt to resolve the issue.

The Area Manager states they have agreed to replace the tire. Will that resolve this complaint?

Complaint: 11576514
I am rejecting this response because:As I shared with the Area Manager, the reimbursement of $701 is not enough to validate my personal safety or guarantee the quality of work that was completed on my vehicle. The $701 was for reimbursement of my lifetime services. I cannot guarantee any of the work done on my vehicle by Firestone given it failed Missouri State Inspection less than a week after I was at Firestone for the second time. I refuse to go back to Firestone if anything should go wrong and I feel a full reimbursement is fair given my experience both with customer service and also with gross incompetence on behalf of the technicians. 
Sincerely,
Angela [redacted]

Thank you for bringing these concerns to our attention. We apologize for any inconvenience we may have caused. An internal case was set up on our end for the Area Manager to resolve. The Area Manager indicates this issue has been resolved and the vehicle was repaired at one of our Firestone...

locations. Again, we apologize for the situation and we hope we were able to make things right.

Initial Business Response /* (1000, 32, 2014/12/23) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bfrc.com
Customer purchased tires and did not get full mileage due to lack of rotations. Customer felt we should have automatically rotated tires on...

each visit and since we did not she did not want to pay the prorated price of the tires. Refunded prorated price to make it no charge for customer.