Infiniti of Tyson's Corner

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]

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.

Initial Business Response /* (1000, 17, 2015/03/17) */
Good Afternoon,
Is there any more details on this complaint. Store#, City and State, Invoice number, etc... I cannot find anything on this customer in our data base from the phone number provide. I let 2 messages for the...

customer.
Thanks,
Firestone_[redacted] ,
Bridgestone Retail Operations
New Orleans Area Manager
Cell: [redacted]
Email: [redacted]@bfrc.com
E-Fax: [redacted]
Jabber: [redacted]

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 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 will be contacting to you shortly to discuss a proper resolution. Thank you.

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.

Area Management has left another message today (10/5) requesting contact back. Our records also indicate that there are two parties contacting our office about this case, Keith and Robert which may be causing some disconnect. We would suggest that the vehicle owner and party that authorized the services in question be the individual that contacts Area Management back.

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 reaching out so that we can ensure your A/C system is operating to your satisfaction. Our records indicate that as of 3/23/17 the vehicle was repaired again under warranty and the A/C is now operating as designed. Please reach back out to Store Management should you have any additional...

concerns with the A/C services.

Thank you for alerting us of your experience and allowing Field Management to discuss this matter with you further. Our records indicate that at this time the matter has been resolved. Please reach back out to Field Management if you have any additional questions or concerns.

Initial Business Response /* (1000, 20, 2015/09/09) */
Area Manager Jason [redacted] stated in 01/15:
I SPOKE WITH JON ON THE MORNING OF THE 8TH. I APOLOGIZED AND OFFERRED HIM A FREE OIL CHANGE. WHEN HE IS READY HE IS GOING TO GIVE ME A CALL.

We set up an internal case for the Area Manager to review and resolve. The Area Manager indicates that he has tried to reach out to the customer several times and cannot get a hold of him to resolve this. Please return the Area Manager's call for resolution, or email him at [redacted]@bfrc.com.Thank you...

for bringing these concerns to our attention and I hope we can get this resolved.

Final Consumer Response /* (2000, 5, 2015/06/12) */
This complaint has been settled. There is no further help needed.
Thank you,
[redacted]

Our offer of a 50% refund of service still stands. Please let us know if you reconsider. Management feels this is a fair offer as they performed the service that you came in for and requested. Also, the other leaks weren't found until after this leak was fixed and degreased. We apologize for any misunderstandings, but management feels that a 50% customer satisfaction refund is a fair solution to this matter.

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. 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. We apologize for the confusion you encountered with the online appointment. Unfortunately, those tires are not available and we apologize for the misunderstanding. We are forwarding this complaint to the appropriate department that is involved with the online appointments so that this issue can be addressed so that it does not continue to be a problem. Thank you for bringing this to our attention.

Initial Business Response /* (1000, 21, 2015/09/09) */
Is there anyway the Revdex.com can help find out from this customer if this has already been resolved? Due to the age, I can't find any case on this in our system.
Initial Consumer Rebuttal /* (3000, 23, 2015/09/15) */
(The consumer indicated...

he/she DID NOT accept the response from the business.)
This case was never resolved. I still have all of the original paperwork.
Final Business Response /* (4000, 25, 2015/09/22) */
Per the Area Manager this has been resolved:
We have agreed to return the customers grievance
of $59.99 the money he said he had to pay at the
Goodyear location he has referenced, since his original complaint back in January he has been back to us and has received his alignment services.

Thanks
Gary A [redacted]
Area Manager ORCW Central Florida Region
Final Consumer Response /* (2000, 27, 2015/09/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 20, 2015/08/14) */
Contact Name and Title: Mike [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
Store manager Daniel [redacted] had talked to Ed and he agreed to pay $500 on bill. The store was going to credit $236.63 and Ed was going to come...

into the store to get credit. Ed has been contacted several times but has not showed up at the store to get credit

Final Consumer Response /* (2000, 5, 2015/09/18) */
Hi, I have already been refunded my money from Firestone so here is no need to contact them further.
The case number is XXXXXXXX
Rachel [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11693920, and find that this resolution is satisfactory to me.
Sincerely,
Charles [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.
Sincerely,
Steve [redacted]