Infiniti of Tyson's Corner

The Area Manager has reached out to the customer and has asked for him to submit his receipts for review.  After he reviews the documentation pertaining to this matter they can come to a resolution.

Initial Business Response /* (1000, 5, 2015/04/17) */
The charges on the invoice add up correctly and were authorized before work was completed. All charges are in accordance with proper labor times at this stores labor rate and parts are marked up fairly. We are willing to settle with Mr. [redacted]....

The store Service Manager has called 2 Times Today (4/17/2015) to try and reach a reasonable customer goodwill gesture. Messages have been left and when he returns the call to the store to speak with the service manager a resolution will be met.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its [redacted], that's why. They are involved in blatantly ripping off their customers and that's wrong. In no universe should it ever cost $280 to change out the fan belt. It literally takes an amateur only 5 minutes to do. I mentioned in my original complaint that prior to examining this invoice thoroughly, I went to get an estimate to repair my parking brake. Their best estimate was $650 to which I responded that I had this repaired in the past and cost had never exceeded $250 anywhere in the US. In fact I had the repair affected the next week by another shop for $250.
I never did preapprove these charges - that is a bald faced lie! I never would have. I don't care if the little [redacted] there called me or not. What on earth would we ever discuss? I am enroute to AK now to assume a new position there and don't even have that phone anymore. The numbers speak for themselves as does their conduct. I will never use Firestone again and have thrown away their credit card.
Final Business Response /* (4000, 9, 2015/04/28) */
Mr. [redacted] has not returned the calls that the store made to reach out to him.
Mr. [redacted] should contact the store @ XXX-XXX-XXXX and speak to the Manager [redacted] or Service Manager [redacted] and they will work with Mr. [redacted] towards a resolution.

ggood morning  like I previously stated I had spoke to both of the men last year in 2015 when the incident took place and after that I have turn in all paperwork was promised reimbursement back from your company and the managers at the firestone store located on market street in riverside, ca  even your area manager remembers what happened to my vehicle. And said he was going to have firestone corporate office reimburse me back and that was this year when I spoke to him on this matter. I would like to go to arbitration since the company keeps giving me the run-around they know for a fact that both of those men worked for Firestone in October 2015. So I would like to go to arbitration and also with the arbitration I would also like for the bureau automotive repair to get involved in this matter since I keep getting the runaround and I was promised reimbursement from firestone. So can we please set update 4 arbitration to take place.
Complaint: 11597697
I am rejecting this response because:
Sincerely,
Trina [redacted]

Initial Business Response /* (1000, 19, 2015/09/04) */
as of 04/30/15,
THE STORE REPLACED A FRONT SENSOR AND TURNED OF THE LIGHT

The Area Manager indicates that this issue has been resolved and the store refunded the customer.

We apologize for the unfortunate experience at our [redacted] location. Once we received your concerns we were able to contact management to help ensure this matter is resolved to your satisfaction. Our records indicate that Field Management has been in contact and the diagnostic has been refunded per...

your request. Please reach back out to Field Management should there be anything else we can assist you with.

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.
  Revdex.com-  Firestone/Bridgestone (Case [redacted]) has been resolved.  They responded with great service to remedy issues
Sincerely,
Mike [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,
Shelia [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]

Initial Business Response /* (1000, 13, 2015/06/01) */
Contact Name and Title: [redacted] - Area m
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
Left message with customer week of 5/24 - with no call back. Called again today 6/1/15 and she picked up and we talked for a...

few minutes. we were disconnected and I tried calling back 3 times and she would not pick up the phone. I left another message for her to call me back on my cell phone. I stated to here when we were talking that if she would like to take the car to a dealership to have them inspect for a second opinion. If they say that the tie rods are damaged from anything other than normal wear and tear that we would be more than happy to stand behind any damage we did.

Initial Business Response /* (1000, 20, 2015/08/24) */
The Area Manager, Luke [redacted], has called and left message for the custmoer to call back and has not received a returned call. Luke can be reached at [redacted]

We apologize for any concerns with the brake services performed by Firestone. Per our fixed-right guarantee, any of our over 2,200 locations will reperform the brake services to your satisfaction at no additional cost to you. However, since the vehicle has already been repaired at a 3rd-party shop...

of your choice, management has issued the requested service refund to help make things right.

Thank you for alerting us of this matter so that Field Management can help ensure all of our locations are abiding by the Nationwide Warranty that came with your alignment service. Our records indicate that management has recently been in contact and the warranty alignment service has been arranged....

Please reach back out to Field Management should you have any additional questions or 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. The Area Manager investigated and found the following:[redacted] and his wife brought their [redacted] in on March 16, 2016 at 10:12 a.m.for an A/c Performance check (44.99) and a courtesy check (free). The store Called and spoke with [redacted] and his wife at 12:33 p.m. on the same day with multiple recommendations. Some scheduled maintenance and some to repair issues we had found. They decided to authorize by phone [redacted] to replace the a/c condenser (331.59), evac and recharge the Freon (142.49), replace the timing belt and water pump for scheduled maintenance. (647.99) flush the coolant (117.96), and replace both serpentine belts (105.58). They also declined multiple other jobs at this time that totaled 682.17. At 2:56 p.m. [redacted] called back and told the store to go ahead and perform the diagnostic that they had recommended due to the check engine light being on. When the parts came in and all the work was done and the store called the customer and they came to get the car. The store explained that they had added dye to the a/c system and that they suspect there may other issues related but could not locate them at that time. Store also explained that the check engine light was due to some clogged screens in the turbo system and may need to be addressed by the dealer. The customer was happy and paid with a eca check and left. On 3/30/16 [redacted] brought his [redacted] back in saying the air was less cold than when they had finished the prior repairs. A ticket was wrote up as a no charge inspection and an o ring on the low side hose was found to be leaking. Repairs and evac & recharge were done at no cost and extra efforts were put in to make sure everything was clean. [redacted] was again made aware that no dye was visible and that he may have to return in the next couple of weeks if the compressor started to blow hot air. [redacted] took the car being a waiting customer with the understanding he was charged (0). On 4/05/16 [redacted] returned with his car for a flat repair(19.99). During the inspection it was determined that the tire had become non repairable. Two matching tire were suggested and [redacted] authorized the two tire purchase at 12:37 p.m. in person. [redacted] paid with a MasterCard (229.36) at 2:02 p.m. and left. On 4/09/16 Mr. [redacted] and his wife called with a concern that there car was blowing white smoke from the exhaust. They were instructed to drive the car down and the store would perform a diagnostic(79.99). They dropped the car off at 9:10 a.m. During the diagnostic store found the turbocharger had failed resulting from a lack of oil through the banjo bolts in the oiling system. The ticket was quoted and by phone the couple made the decision to make the repairs to the engine system to a total of (2823.64) on 4/11/16.  The parts were ordered and when the vehicle was completed on 4/15/16 the customer was called. They picked the car up and paid the next day at 2:18 p.m. On. 04/28/16 [redacted] brought his car in as a waiting customer to do a cvi (21.99) and also added that his brakes were making a noise at lower speeds. Upon inspection there were some recommendations. New pads and rotors (406.97), a light bulb (14.99), a brake fluid exchange (79.99), a transmission flush (157.49), battery corrosion protection (12.99), sway bar links (239.58), a front left half shaft (229.99), spark plugs and coil boots (341.12) and a valve cover gasket (302.99). A total of 539.86 was approved in person to replace the brake pads, do the brake fluid exchange, and replace the bulb. The customer paid at 12:45 with a visa and had no questions or concerns about repairs. All work was properly quoted and was properly agreed to and signed off on by the customer.At this point, the Area Manager does not feel that the store was trying to mislead or charge the customer for work that wasn’t approved by them.Please let us know if we can assist further or if there are any other questions/concerns that we can address.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] The business did not respond.  I...

received a phone message from the business with a call back number and made numerous attempts to call the person back but my return calls were not taken.  Firestone has a history of consumer abuse and their business is structured to make consumer contact difficult.  This transaction to which my complaint is directed is  a  crime, not simply a mistake or poor customer service.  The state attorney general has indicated they would be interested in details on this matter.  When the Revdex.com endorses a company with this integrity consumers become aware that the Revdex.com is certainly not looking out for them.

Initial Business Response /* (1000, 8, 2015/04/06) */
Contact Name and Title: [redacted] Area Manager
Contact Phone: XXX XXXXXXXX
Contact Email: [redacted]@bfrc.com
This case is from [redacted] Store # XXXXXX - [redacted]
It is not from [redacted]
Can this please be sent to the correct...

Region...
Initial Consumer Rebuttal /* (3000, 10, 2015/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I filed the complaint with the local city Revdex.com office and they forwarded it to what they stated was the correct Revdex.com office, who then sent the complaint to the business. I am not sure who is supposed to receive this complaint but the issue is not resolved.
Final Consumer Response /* (4200, 17, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business told my credit card company that I had signed my receipt acknowledging the repairs so therefore I did not have recourse through them and the dispute was closed as of March 5, before I filed the Revdex.com complaint. I disagreed with the decision as I don't know how I could possibly confirm that my car had received the repairs I signed for (i.e., the alignment was fixed) prior to signing the receipt, so I am pursuing another avenue for resolution.
Final Business Response /* (4000, 15, 2015/04/27) */
customer has made a disput with her credit card company against her bill. her still trying to get resolved.

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 should be following up with you to discuss a proper resolution. Thank you.

Initial Business Response /* (1000, 13, 2015/02/24) */
The customer signed a release agreement and the claim was settled for the amount of $3000 as customer satisfaction. The issue has been resolved and customer is satisfied.

Initial Business Response /* (1000, 5, 2015/04/13) */
Apparently there was a misunderstanding, because customer was given option of new factory wheels, but customer declined d/t cost. We gave option of salvage wheels, which is what he agreed to, but there must have been a misunderstanding. We...

agreed to refund $570 to customer, and check has been issued

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's