Infiniti of Tyson's Corner

The Area Manager spoke to the customer and they credited her [redacted] card and the car is repaired.

Complaint: 11088097
I am rejecting this response because:
This information is not accurate in its entirety.  I...

was not reimbursed anything.  My mechanic was reimbursed in the amount of $1369.00 due to equipment replacement costs, prorated service hours, and discounted rental car fees.  I, the plaintiff, received nothing except my car finally being repaired, after sitting void of oil for more than a month.  If we're going to report on things, let's be honest about them, Firestone.
Sincerely,
Yvette [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. We apologize for any inconvenience that we may have caused, and we would like to try and make things right as we truly value...

your business. At this time an internal case was set up for Field Management to review and resolve. Please contact us back at [redacted]@bfrc.com if you are not contacted within 1-2 business days so that we can escalate your case.

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 indicates that they are refunding you for the additional repairs needed in effort to resolve this matter. Again, we apologize for the trouble this issue has caused and we hope to see you back in the future!

Initial Business Response /* (1000, 23, 2015/09/04) */
The Area Manager attempted to reach out to the customer and the call was disconnected. Please have the customer reach out to Mark at (XXX) XXX-XXXX

Initial Business Response /* (1000, 5, 2015/06/04) */
I just got off the phone with [redacted]. I had talked to her last Friday about the situation and explained to her how sorry that we were that we were not able to fix the car correctly the first time. She said that she had lost confidence in...

our ability to fix her car and wanted to take it to the Dealership to have it fixed. I ran a refund through [redacted] and she received a check for 705$ in the mail on Tuesday. She thanked me for how quickly that I took care of the situation and I told her that if she had any issues in the future that we could help her with to please give me a call.
Thanks
[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. This has been referred to our corporate Claims Department. A claims specialist will be in touch with you shortly to begin the claims investigation. Thank you.

We apologize for any inconvenience this unfortunate incident may have caused you and your parents. Our records indicate management has been in contact and an agreement has been reached to help ensure this matter is resolved for you and your parents.

Initial Business Response /* (1000, 11, 2015/08/24) */
Refund was given to the customer as requested, the customer's issues are resolved.

After investigation by Store and Area Management we have agreed to and issued Mr. [redacted]'s refund request. It is believed that the initial services performed failed to fully resolve Mr. [redacted]'s original noise concerns. The matter has been mutually resolved since 8/10/16.

I called the customer to attempt to resolve the issue. The customer was unwilling to work with me and states he already provided the repair receipts to the store and our Nashville office. I informed him that if he provided them, I personally do not see them in his claims file. I apologized if they were misplaced. However, I did offer to contact the shop to get copies. The customer did not authorize me to do so. The customer specifically requested that I mail him a letter with my contact information and he will mail me the receipts himself. I asked the customer if I could email him my information to speed up the process? He said no and he wants us to mail it to him. I mailed him a letter via regular mail and UPS to ensure delivery.We cannot proceed without more information. At this time, we are waiting on that information from Mr. [redacted]. I will update our internal case and review with management once we have the necessary documents.

Thank you for alerting us of your concerns so that we have a better opportunity to make things right with your sister. Management has been in contact and the requested reimbursement has been authorized and issued due to any inconvenience this matter may have caused. Please reach back out to Field...

Management if there is anything else we can do to help.

We apologize for any inconvenience this matter has caused you and are dedicated to helping make sure you are satisfied with our services. A file was created in your name and forwarded to management for assistance. Our file indicates management has contacted the vehicle owner and the additional...

vehicle noise concerns have been resolved. Please reach back out to management should you have any additional questions or concerns.

We thank you for your patience during this exhaustive investigation by our Store Claims Department. After two third-party inspections, engine teardown, and rental car assistance, management is unable to find any evidence that would indicate Firestone's service caused our contributed to the current...

engine failure. The claims advisor assigned to your case can provide you with a copy of the aforementioned inspection report upon your request.

Initial Business Response /* (1000, 17, 2015/05/25) */
Contact Name and Title: [redacted]
Contact Phone: Area Manager
Contact Email: [redacted]@bfrc.com
We contacted customer to resolve this issue. Discussed issue with the customer and explained that there was never any "sabotoge to his tire or his...

vehicle. The tire repair that the location performed was a corrct and an industry standard repair. However, if he was not satisfied we would refund the money he spent at the location, the customer agreed. We then issued a refund to the customer for $33.19 in cash that his wife collected the cash from the location. After that he called back to corporate and stated he was still not satisfied and requested a refund for the repaired tire. Corporate issued a refund to the customer for the tire as a customer satisfaction goodwill resoloution. Please close this file. Thank you for your assisatance.
Initial Consumer Rebuttal /* (2000, 19, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Glad that this got resolved! Great job folks. 5 stars to [redacted] and [redacted]

Initial Business Response /* (1000, 6, 2015/08/19) */
Contact Name and Title: Rich [redacted] - Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
Verified that customer was issued a refund in the amount of $256.49 via check on 7/10/2014 from Consumer Affairs. Issue has been...

resolved.
Initial Consumer Rebuttal /* (2000, 8, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This was resolved last year , I don't know why it was brought back up

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:"[redacted] purchased a primewell tire from our [redacted] location on 9/4/15, Please see [redacted] Tire Purchase attachment for mileage and tire purchase. He returned 1/13/16, for an oil change at which point we noticed that the tire had severe wear, On 1/14/16 we offered a free alignment check to determine if that was the cause for the accelerated wear on that tire. We found indeed that the alignment was way out of specifications, please see [redacted] Original Alignment check showing the alignment out of specifications. On 3/12/16 Mr. [redacted] reached out to us to see if he could take us up on the free alignment offer as he was replacing his struts that afternoon and that he would purchase another replacement tire after that. On 3/16/16 we said okay to do a free alignment at our Brookdale location, asked Mr. [redacted] to let us know day and time for the free alignment. On May 18th we made the alignment appointment for 11:00 am May 19th at the Brookdale FCAC. Lead Technician at Brookdale location went to perform the alignment and found that the alignment is now is specification after having the front struts and coil springs replaced by Mr. [redacted].   We Emailed the customer on 5/19/16, because he walked out of the store as we were trying to explain why the alignment could be back in specification after the alignment at [redacted] showed that it was out."

Initial Business Response /* (1000, 5, 2015/10/15) */
As of 10/13, Area Manager called the customer and agreed to a refund.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 7, 2015/10/06) */
Would the customer like this to be reviewed by our corporate claims department? We could send an independent inspector out to verify if the failure is related to any of our work or not. However, the claims advisor would need to contact Mr....

[redacted] directly throughout this process.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I definitely would like to speak with corporate. I contacted corporate a month ago, but apparently corporate continues to allow the local Firestone store to handle this matter. Which to this point has not resolved. This response comes a month to late as I have already paid another auto shop to replace the engine. I only ask that this local business accept some responsibility, seeing as this Firestone store was the only business to recently perform any engine work on this car.
Final Consumer Response /* (4200, 13, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Until I actually speak to someone from corporate, I wil not accept any proposals.
Final Business Response /* (4000, 16, 2015/10/26) */
I do not see the consumer's rebuttal?

Initial Business Response /* (1000, 8, 2015/04/10) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
Spoke to the customer about the situation and customer expressed gratitude for reaching out with them. Boss wanted compensated for...

the long time spent in the store. Agreed to give the BOSS a free tire and the second tire 50% off