Infiniti of Tyson's Corner

Final Consumer Response /* (2000, 21, 2015/08/19) */
Please close this case. The business gave me my money back.
v/r
Karen [redacted]

Initial Business Response /* (1000, 23, 2015/10/08) */
Initial Consumer Rebuttal /* (2000, 25, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (4000, 16, 2015/04/25) */
I have tried contacting the customer and left a message on 4/23 and 4/24 with no repsonse. There is nothing for us to repair to pass the inspection because we already passed the vehcile. The monitors just needed to reset by driving to get the...

light off of the car.
Initial Consumer Rebuttal /* (4200, 18, 2015/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not accept their response. However, as I had indicated in my earlier addendum, [redacted], who works with Firestone, had resolved my "financial" concern for my car by promising to cover any costs that may come from retesting the emissions and repairing any unforeseen emissions problems, and also by being both polite and professional in his communication. He retested my car and there were no further costs. As far as the my experience of "deceptive practice", by the manager withholding important testing results until after I've agreed to do the "pro-active" maintenance work and it was completed. Especially, after initially telling me that the safety and emissions tests were okay so that I would consider spending money on the "recommendations". They have not "directly" addressed that concern or even offered an apology. Moreover, they seem to have added more dishonesty. Their response to the Revdex.com indicates that they did finally call me on 04/23 and 04/24 with no response from me. They replied to you on 04/25/2015. Since I've been in the hospital- due to my disability- I and can verify on my phone that they called and left a message for me on 04/23. Unfortunately, there is no record of any incoming call on my phone for the rest of April, much less "the 24th" when they say they called. So their 3 sentence reply appears to be dishonest. That seems to confirm a lack of veracity or truth-telling from at least 2 management employees within Firestone. I regret not being able to have their mechanics work on my car anymore, however, as good as they've been "mechanically" at the 2 stores that I've had service my car, I can no longer trust the "management" to be honest with information. And as I had mentioned to [redacted] when he kept trying to upsell me with their credit card, 'since I have become disabled over the past 18 months, including being homeless for several of those months, every decision I make is amplified, because every cent is meaningful toward meeting my basic needs'. As far as I'm concerned, the "deceptive practice" complaint has been resolved, since their dishonest reply seems to validate my concern.
Final Business Response /* (4000, 20, 2015/05/04) */
The only reason the light came on was because when we did the repairs we had to unplug sensors. That is why we had the customer drive the vehcile to reset the montiors and clear the codes. We never suggested or quoted any further repairs.

We apologize for any inconvenience this investigation process may have caused you. However, an independent inspection company concluded that the services previously performed by Firestone neither caused nor contributed to the current engine damages. A copy of this inspection report can be provided...

by your assigned claims specialist upon your request for your review.

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. Our case shows that the Area Manager issued a refund check for the amount of $701 to resolve this matter.

An internal case was set up and the Area Manager is getting new rims for the customer and providing a rental throughout the process.We apologize for any inconvenience this situation caused the customer. Thank you for bringing the concerns to our attention.

Initial Business Response /* (1000, 5, 2015/10/06) */
Per the Area Manager, they replaced the TPMS sensor at no charge on 09/25/15

The Area Manager and the customer are working on a resolution.  I will update you as soon as I receive the details on how it was resolved.      We received the below additional...

information from the business for your review please respond on line whether you accept or reject the response;Hi [redacted], I received some information on our end regarding this complaint. The Area Manager received these details from the store location: “Customer drove vehicle into the shop in the morning (Wednesday) with his 4-ways on because on the way into the shop something ended up giving out. We pushed the car into the shop because it wouldn't move. Looked at the vehicle and determined that the clutch was broken and needed repaired at this point I called around for the pricing to call the customer. Called the customer with the price of the clutch job and informed him that if everything goes smooth and nothing else is needed this is the price and it would be finished by end of the day for him to pick up. He approved the work and I told him I would give him a call once everything is finished up for him. Once we removed the transmission and took the clutch out we noticed the clutch fork had a large crack on both sides. Good news here is all it would need is a new clutch fork no other internal damage was caused from this. Called around nobody could get the part so last resort called the dealer to find the part from them luckily they could get it but the part wouldn't be in until Friday so I ordered it from them. Called the customer to let them know what is going on that we ran into and issue so he knew with plenty of time to make arrangements if needed and to give him an update on the cost. At this point he asked if he can find the part if we can use it and I told him if he can find something that I can I would use it so he wouldn't be stranded a car and I would rather have that car finished up today to get my bay free. I got a call back that he found one and had to go drive and pick it up and I said that's fine just bring it in and we will go from there. Well he brought a used part in that was rusted way past anyone should use so Melanie my sales teammate informed him that we can't use the part in its condition. I called the customer to inform him of this issue and he agreed its not worth putting a part that could cause an issue with the new parts were putting in and this is why we don't use any kind of used parts. At this point everything was good and informed him that soon as the part comes in tomorrow (Friday) that we will get the car done just depends when they deliver it to us. He was fine with everything at this point but than I guess later he called around trying to find the Clutch Fork and said he could find it from [redacted] and that it was in stock for half the price. I told him that when I called around nobody could even get me the part in a decent time frame and also it needed the nylon ball & clip that was on the end of the Clutch Fork that comes extra since that part was melted onto the old Clutch Fork. I did discount the Clutch Fork from the dealer to help him out since the price was different. Vehicle was finished on Friday night by the technician and test driven with no issues at that time. I don't think any of my teammates would have told the customer only that technician could look at the car anyone of my guys could check the car out to see what's going and I don't recall getting any calls about the car having any issues first I heard about it was when the complaint came through and I tried calling him. With the car being slow I can't account for how the car drove before since we had to push the vehicle into the shop since it barely would move when it came in. My technician was off the next two days but was willing to change the days around to get his car done if that part would have been correct. I did try to make contact with him and finally did get a chance to talk to him but he explained that he didn't have time to talk and would call me back. Never heard back from him tried to call the customer a few other times but always went unanswered.” In conclusion, we are willing to send the customer $200 worth of value vouchers due to the confusion and misunderstandings. We apologize for this experience and we would love the opportunity to regain his faith. These value vouchers can be used at any of our corporate owned locations nationwide. Thank you,

An internal case has been set up and turned over to the claims department to investigate. The claims department is sending out an independent inspector to help us determine liability and a proper resolution.

Initial Business Response /* (1000, 21, 2015/07/10) */
This claim was investigated by our Claims Department and the Area Manager of the Firestone location.
Unfortunately, the claim was denied due to no courtesy check was performed on this vehicle. The work order was only written up for Tires....

The customer did not sign for a courtesy check to be performed. Therefore, Firestone would not have opened the hood.

Thank you for alerting us of your concerns with the advertised coupon. We apologize for any confusion it may have caused. Our records indicate management has been in contact with you and the tires in question have been installed at the honored rate. Please feel free to reach back out to management...

should you have any additional questions.

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 local management is able to help make things right. After speaking with management about your case, we have been informed that the vehicle was repaired to your satisfaction at no-charge recently. Thank you again for giving us another chance to resolve this...

matter.

Initial Business Response /* (1000, 21, 2015/09/29) */

Initial Business Response /* (1000, 5, 2014/12/05) */
We will be refunding the full amount of what this customer has spent. Contacted customer on issue and let the store know what we will be doing. Customer is very happy with a full refund of 1249.37.

Initial Business Response /* (1000, 5, 2015/10/14) */
An internal case has been set up for the Area Manager to review/resolve.
Initial Consumer Rebuttal /* (2000, 8, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The same service manager that was a...

[redacted] the first time he spoke to me called me within the week and set up a time to replace the strut mount plates. The noise is gone and the issue is resolved. I'd like to thank the Revdex.com of Chicago and Firestone Corporation for fixing this issue because as a customer who's been going to them for years I might have had to walk away. Thanks again for resolving this issue.

Complaint: [redacted]
I am rejecting this response because:this is a lie.  Please post the time it takes to change brake rotors and pads, as well as shocks. Please post to the Revdex.com. My car sat  wit no one working on it for 3 hours.
Sincerely,
[redacted]

Thank you for allowing us the opportunity to help make things right. A formal case was created to document your concerns (case#[redacted]) and alert management. At this time the case file indicates that Field Management has been in contact and a diagnostic to help determine the issue has been...

performed. Please reach back out to field management should you have any additional concerns.

Initial Business Response /* (1000, 5, 2015/07/24) */
Contact Name and Title: Steve [redacted] AM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
I would be happy to refund the amount for the pump. Pleaes contact me at your earliest opportunity to arrange a refund.
Initial Consumer...

Rebuttal /* (2000, 7, 2015/08/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with and confirmed via phone and email a refund for the full amount I was charged.

Initial Business Response /* (1000, 8, 2014/08/26) */
Ms. [redacted]'s complaint was turned over to our claims department and they resolved the matter with her. Please close the case.