Infiniti of Tyson's Corner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11566826, and find that this resolution is satisfactory to me.
Sincerely,
James [redacted]

Initial Business Response /* (1000, 20, 2015/06/02) */
Contact Name and Title: [redacted], Area Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
I contacted the customer and went over her concerns. the alignment service was performed over 2 years ago and I explained that this...

service is one that neeeds to be inspected periodically. I asked her to call me on her next tire purchase so I could give her a reduced price on her tires. Concern has been resolved.

Complaint: [redacted]
I am rejecting this response because: still have not received the vouchers on 1/12 when promised by 1/6
Sincerely,
[redacted]

An internal case was set up for the Area Manager to review and resolve. The Area Manager indicates that he reached out to the customer and confirmed that the discount was applied. He explained and apologized for any misunderstanding.

We apologize for the situation. An internal case has been set up and someone from our Customer Retention department will be calling you to review and resolve this matter.

Initial Business Response /* (1000, 23, 2015/09/09) */
The Area Manager reached out to the customer and his message was not returned. Ref case # XXXXXXX

Initial Business Response /* (1000, 16, 2015/07/17) */
We certainly apologize for the situation and the inconvenience. Managing Partner Alvin [redacted] will be reaching out to you to provide a refund for the service. His contact phone number is (XXX) XXX-XXXX. Thank you and again we apologize for...

this issue.

We have agreed to refund Ms. [redacted] for the invoice with us $497.95 and the amount she paid the other facility, $595.01. The customer accepted this resolution and is satisfied.

We apologize for any inconvenience this continued A/C issue may have caused you. Management was alerted of your concerns and per your suggested resolution, the payment needed at your dealership has been provided as of 4/25/17. Please feel free to reach out to us at [email protected] should you have...

any additional concerns.

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 he attempted to resolve by offering a partial refund which was not initially accepted. The reason that only a partial refund was offered was due to the fact that the vehicle came in with bad oil leaks. After replacing the valve cover gasket (requested by the customer) the vehicle was degreased the day of service. More leaks were then noticed which could not be detected with all of the oil that was leaking. We apologize for the situation, however our offer still stands for a 50% refund of service. Please let us know if you accept this so we can get that processed.

We have received your formal dispute to the charges incurred during service. Management has reviewed your concerns and has agreed to the chargeback amount requested. Please reach out to us at [email protected] should you have any additional concerns or questions.

Complaint: [redacted]
I am rejecting this response because:I think the mechanic should have let us know of the other finding of the oil leaks that they stated in the response sent back to us. I am very displease with the work that was done on my vehicle. I also feel that a tire place should not perform any mechanic work if any are not certified in the work. Your customer come looking for quality work. The manager could have call and made a recommendation at that time and a better solution could have happened. This is so unprofessional.
Sincerely,
[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.

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,
Abi [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 indicates that he has called and emailed with no response back. Please follow up with the Area Manager, Jeffrey for resolution to this matter. Thank you.

Contact Name and Title: Wes [redacted] Area Manager
Contact Phone: [redacted]
Contact Email: w[redacted]@bfrc.com
I have sent a refund check in the amount of $123.78 which was the total of the original invoice to make customer happy.

Initial Business Response /* (1000, 15, 2015/09/01) */
Contact Name and Title: Michelle Office Mgr
I am so sorry for all the run around. We have a website Firestonerewards.com. I just looked up and they have processed the other 70.00 and shipeed it 8/29/15. At anytime you can go and see the...

update.
Initial Consumer Rebuttal /* (2000, 17, 2015/09/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response. I only wanted what was advertised. I did receive the additional $70 Visa card, however, they had 3 months to fix it and didn't. The only reason I even received it was because I involved the Revdex.com. I will not do business with Tires Plus or Firestone again. Thanks Revdex.com.

Initial Business Response /* (1000, 8, 2015/04/06) */
Our claims department had a third party inspection company, [redacted] inspect Mr. [redacted]'s vehicle and determine liability. There was no evidence found that our services caused the failure. The inspection report...

concluded:
"There were no coolant stains observed in the area of the coolant expansion reservoir to indicate coolant had been displaced from the coolant reservoir. The replacements of the front brake pads and rotors and the coolant flush, brake fluid exchange and oil change services performed over 1265 in service miles previously referenced above were all quality services that neither caused nor contributed to the current engine problem in any way. The replacement of the coolant expansion reservoir was a quality replacement that neither caused nor contributed to the current engine problem in any way. It is suspected the current internal engine problem was present and was not detected during the replacements of the front brake pads and rotors or during the coolant flush, brake fluid exchange and oil change services referenced above.

Cause of Failure/Conclusion:
The compression bubbles observed in the cooling system were consistent with an internal engine failure that will require disassembly to pinpoint the root cause and extent of the internal problem." [redacted]
We dicussed this with the customer, he was unhappy with the denial of the claim. However, we are denying the claim as the report indicates we are not at fault for the failure. If the Mr. [redacted] presents new information once he has further tear down done, we can review it again and send out another inspector at that time.

Initial Consumer Rebuttal /* (3000, 10, 2015/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never claimed there were coolant stains. I don't know why they keep bringing that up. The only way there would be coolant stains is if they had indeed put the cap back on and for whatever reason the cap got blown off by pressure. That's obviously not what happened and shouldn't be part of this conversation. The fact that there were no coolant stains under the hood is consistent with there being no cap on in the first place. I never said the coolant came out of the reservoir. It was actually a LACK of pressure that lead to the problem. Coolant level was almost up to the brim when I opened the hood.
Additionally id like to point out that firestone claims rep told me when she was reading the original report told that the dealership that looked at my car AGREED with the inspectors findings. I spoke to [redacted] at [redacted] about this and he said to my face that they DO NOT agree with the inspectors findings. [redacted] at [redacted] stated he thinks firestone is definitely at fault and he is also pretty angry that he was misrepresented in this matter by firestone.
I also want to mention that, when I was originally read the report, the claim rep said nothing about me returning the rental car I had been stuck in for three weeks. Five days later, I get a message saying I was supposed to return it the day my report came back. They want me to pay over $450 to cover their lack of communication? Yeah right.
Also the day the report came back I requested for the inspector to call me to help me understand how its not firstones fault. Claim rep said she would have him call me. Finally talked to him a few days ago, but it turns out it wasn't the inspector at all. I was talking to the regional manager who is not even an ASE certified mechanic. This guy was arguing with me and being disrespectful not letting me get a word in edgewise. I had to explain how his argument didn't make sense. He was arguing that there were no coolant stains, and that that is evidence of the cap bring properly put back on. No coolant stains is evidence of a lack of enough pressure to send liquid and air shooting out uncontrollably. This lack of pressure was the result of NOT having the cap on the reservoir. Their argument is totally backwards, and they keep repeating it. It is such nonsense.
There is an innate flaw with the inspectors report, and I finally got a chance to talk to the inspection company today. They also tried to use the argument that there was no coolant spillage but this is just their little red herring. They know their argument is faulty, so they keep trying to confuse me. Talking to the inspector company today I finally got down to the heart of the matter. The report says that the coolant flush was a quality service, and this is a lie that needs to be fixed in the report. Leaving the cap off the overflow tank is not a part of a quality service. Inspection company says it's my word against theirs whether the cap was off when I opened the hood that one day. So, in essence, they are calling me a liar.
They themselves state there was no coolant spillage under the hood. Coolant spillage under the hood would be an indication that there was a cap on the reservoir and that an engine problem caused so much pressure to build up that it blew the cap off and with it a bunch of radiator fluid. Seems to me if there was proof of coolant spillage, it would be consistent with the cap being properly replaced prior to service. Their rebuttal starts off saying there was no evidence of coolant spillage under hood. Exactly. Why would coolant get shot out of the reservoir if there was no cap on the reservoir to allow that kind of pressure to build up? There was no cap and there was no extra pressure. The lack of reservoir cap caused my car to not operate the way it should. My car was fine until I brought it to firestone, picked it up, and drove it. That very night my car exhibited brand new symptoms of a radiator problem.
im on the verge of setting up a professional polygraph test to prove that I am telling the truth. If it is not honored by the claims dept then I will be seeing firestone in court. They will then have to pay for everything, plus makeup for the pain, suffering and lost wages they have caused for me. Additionally, because im so fed up with them, I've already placed bad reviews on several websites. I will also be finding more websites to post about this. I [redacted] also go so far as to protest out on the street corner in front of firestone in RB to discourage people from going there. I just spoke to a policeman who says as long as I follow certain guidelines I am within the law. Lets see how far firestone wants to go with this.
I know I am a person of honesty and integrity and I would never lie about something like this. When people try to take advantage of me, however, I get extremely frustrated. Firestone will be sorry they messed with [redacted]. Or they can just fix my car. I wonder how much money they wasted on the rental car and inspection. They probably could have just fixed my car and avoided wasting everybodys time with this.
Final Business Response /* (4000, 24, 2015/05/08) */
Management has agreed to meet in the middle and settle for $1500 as goodwill if the customer will accept we will need to get a signed release.
Final Consumer Response /* (2000, 26, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm sick of dealing with this. Give me the $1500 and we will call it even.

Thank you for bringing these 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. An...

internal case was set up for the Area Manager to review and resolve. The Area Manager indicated that he talked to the customer on April 1st and addressed customers concerns. She agreed the alternator, installed on December 26, 2015, solved the problem of the battery light coming on. They went over all work performed after that date and she confirmed no issues.The problem was found that after replacing the starter on march 16, 2016 she had a problem starting the car twice. They set up an appointment on April 4th with a rental car provided. However, on this date, the customer was not able to wait on Enterprise to pick her up and rescheduled for Friday, April 8th.On this visit the store checked car completely, found no problems to the work performed by the store, but they found that the gas was contaminated by water.They installed gas antifreeze at no charge and explained with sample of gas to the customer. Customer is happy with resolution and understands.

Initial Business Response /* (1000, 6, 2015/10/09) */
Store manager is reaching out to the customer and will offer a refund back on the customers visa which was used for the repair