Infiniti of Tyson's Corner

Initial Business Response /* (1000, 5, 2015/08/04) */
Contact Name and Title: [redacted] BAWL area
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bfrc.com
contacted customer, listened, offered to have store manager contact after he had chance to review ticket and made offer of honoring...

coupon. informed his request on Revdex.com complaint was not able to be honored due to company policy of only using company provided parts. store manager investigated work order, clarified an error in math on the machine to/discard spec and offered to honor brake coupon.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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.)

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]

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]

At this time your case file indicates that Area Management has attempted to reach you via phone to discuss your treatment concerns further. We will alert Area Management and request a secondary contact attempt to be made.

Initial Business Response /* (1000, 13, 2015/09/04) */
Store manager terry[redacted] spoke to guest and invited her back in. She had dye put in the system and we are awaiting to find a leak. Guest has been assured we would resolved the problem. Guest is satisfied with the solution.

Complaint: [redacted]
I am rejecting this response because: The business is not standing behind their product. It should be also be documented that  the business also  omitted any information on any  trial period with the tire at the time of purchase. The trial period mentioned on behalf of the business in this complaint  was surprising to hear about. 
Sincerely,
Mark [redacted]

Initial Business Response /* (1000, 17, 2015/08/19) */
A JUDGMENT WAS ENTERED AGAINST US ON THE ABOVE REFERENCED CLAIM THAT THE CUSTOMER ENDED UP TAKING TO SMALL CLAIMS COURT. THE AMOUNT PAID TO THE CUSTOMER IS $4,306.53. THE FILE IS NOW CLOSED. THANK YOU.
Initial Consumer Rebuttal /* (2000,...

19, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

The Area Manager has contacted the customer and offered to have the brakes re-inspected and provide a rental for the day of the inspection.

Initial Business Response /* (1000, 12, 2015/07/10) */
Contact Name and Title: [redacted] Area Mgr
Contact Phone: XXX-XXX-XXXX
Vehicle had a cooling system hose leak the hose cluster is replaced as a assembly on invoice # XXXXXX we were advised to call [redacted] prior to performing any work as...

we did. Then on 6-16 Invoice XXXXXX we performed the maintenance recommendations that were recommended on the prior visit on 4-28 [redacted] cam back in asking for these repairs to be completed. (all maintenance) We called and discussed the hood latch she stated we broke she came down to the store and once inspected we noticed the emergency brake cable came out of the plastic housing we reconnected and everything is ok now. all cooling system repairs were necessary to get the vehicle's cooling system back up and running there were no additional repairs only those needed.

Initial Business Response /* (1000, 13, 2015/05/26) */
Contact Name and Title: [redacted] Area manage
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bfrc.com
Left a message with the customer, informed the customer that her vehcile (2001 [redacted] with 4.6L V-8) does take 6 quarts. Our...

oil change special is advetised up to 5 quarts with additional quarts indicated as an extra fee.
However, we are mailing the customer a refund of $5.00 as requested for customer satisfaction and also a voucher for $50.00 to be used at any participating Firestone location for future service.
Initial Consumer Rebuttal /* (2000, 15, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

The store manager at our location told me he asked the customer to take the vehicle to the dealer for investigation.  We feel it is best for a 3rd party to be involved.  If they dealer verifies that Firestone incorrectly repaired the vehicle, then we can take responsibilty.  If they...

say it is unrelated or could not be caused by what Firestone did, the customer shall be responsible.  The store manager informed me the customer has not taken the vehicle to a dealer yet.  Respectfully, we ask for that to happen before we make a judgement either way.  Thank you. Ryan [redacted]Austin Area ManagerFirestone Complete Auto Care

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 local Tires Plus place took care of my situation after the business response. I personally thank Louis from Tires Plus North Miami for the care he provided.
Sincerely,
Vladyslav [redacted]

We apologize that this hasn't been resolved yet. We will escalate this for further assistance. Thank you.

We understand the importance of a proper oil change and the ramifications that come from a lack of oil in the vehicle. Therefore, a formal claims case has been created (claim#[redacted]) and a claims advisor has been assigned to your case for investigation. Our file currently indicates that an email...

has been sent to gather additional information. Please respond to the aforementioned email at your earliest convenience so that we may expedite this investigation as quickly as possible.

We apologize for any inconvenience this investigation has caused. We have reviewed your file and see that see that contact with your claims advisor has been made as recent as 9/30/16. At this time it is requested that you please provide the engine quote to your assigned claims advisor at your...

earliest convenience.

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 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 on our end for review.Someone from our Corporate Customer Retention department spoke with you and agreed to reimburse you for the lost caps for a total of $50.00.The case indicates that the reimbursement of $50.00 resolved this matter.Again, we apologize for the inconvenience. Thank you.

We apologize if any pricing changes were not properly communicated to you prior to service. In an effort to help make things right, our records indicate field management has been in contact and the price has been adjusted per your request.