Infiniti of Tyson's Corner

Customer was informed that we could not determine if the engine was damaged at time of cooling system repair since the vehicle came to us not running at the time. Customer aggreed that a refund for the water pump labor and diagnostic fee will be sufficient for resolving this case. He has since sold...

the vehicle so we cannot look at it or have repaired under warranty. Customer will be returning to FCAC for future services.

Thank you for alerting us of your concerns so that this matter can be properly addressed by our Store Damage Claims Department. At this time a Claims Advisor has been assigned to your case. Our case notes indicate that contact has been established as of 10/18. Please reach out to your assigned...

claims advisor directly should you have any questions or concerns about your case.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that my car was okay and could come on at the time and was left at fire stone for a couple of days now my car cant turn on im [redacted] it could run completely fine when it got there now im having problems with my battery they even offered a battery because my childrens father caught them trying to jump my car and they didnt give us the battery after the police was called they changed there mine and thats unfair when they did something to my car battery thats unfair and I feel like yall trying to take advantage of me I strive am so [redacted] off im so angry at that unprofessional buisness and that 3rd party should of never been called cause I wasnt dealing with the third party I was dealing with FIRESTONE THE COMPANY THAT WILL [redacted] YOU OVER THATS [redacted] THEY SHOULD ADLEASE GIVE ME THE BATTERY THEY OFFERED ME THEN MADE A FALSE DOCUMENTATION SAYING I DENIDED MY TOW THEY TOLD ME THEY NOT DOING ST GET MY CAR OFF THEY LOT AND DRIVE IT HOME THIS IS SO [redacted] WRONG TO TREAT A LOYAL CUSTOMER LIKE THIS......
Sincerely,
[redacted]

Initial Business Response /* (1000, 23, 2015/09/04) */
The store manager called and gave the customer a refund on the cooling work performed.

Received info from the Area Manager:The...

store manager contacted the customer
and addressed concerns on pricing. Explained oil change pricing was the same as before. This time,the customer did not present a coupon. The customer also felt pricing on the wiper blades was to high also. For customer
satisfaction, store manager issued credit Of $15.00 on the oil change
(coupon offering on Firestone web site) and $10.00 dollars on the wiper blades,
for a total of $25.00 dollars.Store manager also addressed the
recommendations and the difference on the dealers.Customer felt stores should
discount pricing and not require coupons to receive the discounts, manager
explained that this marketing handled by corporate andOffers can vary. He explained that
there is a free oil change offer in the current school coupon book as an
example.

Initial Business Response /* (1000, 5, 2015/04/06) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX-XXXX
Contact Email: [redacted]@bfrc.com
customer went to store and spoke with store manager. store manager adressed customer's concerns. refunded customer $640.00. customer...

agreeded

We would like to apologize as the information that local management provided about how much was paid was not accurate due to a miscommunication in our case notes from the claim. This information has been corrected. The total amount paid to the shop to fix Ms. [redacted]'s vehicle was $1348.69. We apologize for the mistake. The claims department investigated Ms. [redacted]'s case and paid [redacted] Auto Repair to fix the vehicle. At this point, her claim has been closed as resolved.

This is being investigated by our corporate claims department. The claims specialist, Gil, will follow up with the customer to review the investigation and determine the proper resolution.

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 for the Area Manager to review and follow up with you to discuss further.

Initial Business Response /* (1000, 21, 2015/08/28) */
Contact Name and Title: O [redacted] Area Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@tiresplus.com
Mr.Howinton,
I am sorry to hear of your recent concern with our Conyers location. I would like to assist you with resolving your...

issues immediately. Let me know what monies(credits) you are due and we [redacted] move forward with review and issueance after said review. Please feel free to email me directly at [redacted]@tiresplus.com
Thanks for your time.
O [redacted]
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 23, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. a vague "we will take a look and maybe make it right" is not resolution
2. an invitation to resend the same information already sent to shop and corp office, and Revdex.com formal complaint is not a resolution
3. Waiting for over six months, countless hours on this issue and the response "send another email with repetitive information" is not an acceptable response or resolution
4. Issues are widespread in the communities and TP has seemingly more unhappy former customers, than happy repeat customers. Perhaps the resolution is for TP to fix their issues?
Dear [redacted]@tiresplus.com:
I would welcome a swift resolution to this matter. Unfortunately, this is more than one issue and likely exceeds a "credit" resolution. As a recap:
- I had a wheel bearing replaced. It was faulty. It needed to be replaced. The agent took the liberty of replacing both, without my consent. I probably would have oked, had he asked, and likely would not have been upset if the work was done correctly. It was not. I called the same day to indicate the issue with the bearing and setup an appointment. My wife brought the vehicle back, and 7 hours AFTER the schedule appointment time, they began to evaluate it. She is a terminal patient and sitting in a waiting room for seven hours AFTER the scheduled time, is not good for her health. The hours to wait at this shop are not uncommon, but it was surprising given the nature of the issue an an APPOINTMENT was set. The technician found the issue, but as is typical, the counter-agent insisted to try to upsell more items. He also charged her an inspection fee of $20, to fix the issue. An inspection fee to fix what was not done correctly to begin with? I called after learning about this and was given a choice of a free oil change or a credit back to my account. The oil change has no value to me since TP sells inferior oil and the counter-agent made it crystal clear they could not "use customer provided parts" (sealed oil, really?). I elected for the credit, and it has not been applied. Over six months later. It likely is irrelevant since the account has a 0- balance as of today.
- Upsell: In the effort to hide the fact the wheel bearing was not installed correctly, another agent presented a rotor for my wife to inspect showing it was "bad". While that particular rotor may have been bad, it did not come off of the vehicle as the agent indicated. How do I know this? She sent me a picture. Of a rotor. That vehicle's front rotors are a solid unit, requires a hub assembly (rotor and hub as a solid piece). Further, those rotors and pads had less than 5k miles. To add insult to injury that was the second attempt. The first attempt (again after the SEVEN hour wait past the scheduled time), the agent indicated and provided a quote to replace the wheel bearings. The wheel bearings. The same ones TP replaced days previously. TP must routinely repeat work and charge the customer when they fail to perform correctly? After some time my wife finally got the really smart desk agent (she was a female and likely one of only a few so you can verify who it was) to realize the work quoted was the same work TP had just done previously. After that, she disappeared and came back with a damaged rotor trying to convince my wife it came off of that vehicle. I guess managers are paid commission on upsells and she was struggling to find a way to meet the daily target or something.
- The above two trips were on top of previous damages. At the time of the tires were installed initially, a tech damaged the lugnut cover of one wheel. He or She realized their mistake and it was evident they tried to repair it- I noticed this a few weeks later when I was trying to troubleshoot the alignment issue. See, I paid for an alignment and "total suspension inspection" or something like that at the time of the tires being installed. There was no inspection, because VISUAL inspect of the front driver's side LCA and outter tirerod was pretty obvious they were shot. No worries, I replaced myself- but at the time of the tire installation would have happily paid TP to perform the work (assuming the grade of parts was better than the grade of oil TP pushes). What good was that inspection fee if something so obvious was missed? What good is an alignment if alignment parts are damaged?
- When my wife returned home from the last trip there (to fix what TP messed up, and a total of nine hours of wait time later), that damaged wheel cover was completely missing, likely the "fix" (he glued the metal spring pieces together) was unfixed during this ordeal. I verified this by removing all three. Those three were in fine order and did not have the glue on it, therefore the missing one was indeed the one that TP damaged, fixed, and then subsequently lost after trying to resell work TP did incorrectly then making up other repairs.
- I specifically asked for weights to be placed on the INSIDE of the wheels. On two vehicles (the one mentioned above and one of the other ones I mistakenly had serviced by TP) some weights were placed on the outside, while others are on the inside. How hard is it to tell the difference? I have trained mechanics before and have never run across one that could not distinguish between the two- inside and outside of wheel. While the agent's counsel is noted, I am not inclined to really "care" about his opinion on where to put the weights. Its my vehicle, its my request, and I am paying. I also know that I want and how it works as I owned a shop for several years. Do what I tell you or don't do anything at all. In over 20 years of driving, owning a shop, and driving well over a million miles in my life, I have never, ever, run into a tireshop that could not understand how to put weights on the inside of a tire. I mean seriously, how difficult is that? Once, I could see an oversight as it is not a common request- three or more times? This includes high schoolers that were doing a work-study program through their school at my shop. Weights on the inside- how hard is that?
- On the second vehicle, I thought surely that a TIRE shop could properly rotate tires. I was quite surprised when the technicians did not understand that DIRECTIONAL slicers were only oriented one way. After the rotation, they were not oriented the correct way
(perhaps the inside outside dilemma confused them so much they got it wrong?). Directional slicers, how hard is that? My seven year-old even noticed it right away as asked why I put it on backwards. I said I did not, trained professionals did that. As trained professionals, I am sure it is understood the point in directional slicers, such as directional tires is they are designed to be installed ONE way. As a matter of fact, they are even indicated which SIDE of the vehicle they go on R or L (R stands for right, and L stands for left, for your information). The other part of the design is for supposed increased airflow to pull heat off of the brakes.
So in summary, what is actually owed to me is:
$20 credit for the "inspection" fee that was unnecessary. Why should I be charged a fee to look at and determine it was not completely repaired to begin with or charged for you to verify that you messed up?
Credit for the fee charged at the time installation of an "inspection" since, well obviously, the tech was untrained, blind, or both and missed 2 critical and key failed suspension parts (again- just a quick glance showed the part needed to be replaced- no special skills needed for that part). The rubber was completely gone where there should have been bushings on the LCA and tie rods). While I applaud your efforts to give mentally challenged a fair chance at earning a living, these folks may be better off working in another capacity if they can not tell the difference between the "inside" and "outside" of a wheel or understand where rubber bushings should be and if they are not present, it is likely a worn part that should be replaced immediately. As a matter of fact the shops I have used across the country will all NOT do an alignment when serious issues exists an d the customer declines the repair, since it is a pointless activity if the underlying issues are not resolved.
A partial credit for the alignment fee. I believe an alignment was indeed done- a well trained tech followed the computer instructions very well, just like a 2 year old could do. The other part of the alignment process, should be to keep the vehicle aligned. This is not possible when key components are not functioning correctly, such as LCA and tierod- they are ... well some say they are part of the alignment process system on top of a critical safety component- surely those experts are just being silly based on the decisions made by professional installers at TP
A replacement of the lugnut cover to match the other three. TP utilized two opportunities in the damage and subsequent loss of said cover. These are as stock as stock/OEM can be
Final Consumer Response /* (2000, 36, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the address is the same as you should have on file:
1193 Maple Street Conyers Georgia 30013
let me know what your final decision and what your proposed is, as I not sure what is fair about alignment. if this can be resolved, I will give Firestone a chance to maintain my business (I have 5 cars that need tires alignments and the like as they collect miles). I hope improvements can be made to the quality of service at that TiresPlus location as well as customer service. as it has suffered a serious decline on both fronts.
thank you
mph
Final Business Response /* (4000, 34, 2015/10/08) */
Contact Name and Title: O [redacted] Area Manager
Contact Phone: XXX-XXX-XXXX
Mr. Howingtin,
We agree that is fair. How would you like it processed. We can process a check request, if you coould just validate your address for us, we could expedite this request.

Initial Business Response /* (1000, 5, 2014/07/22) */
Mr. [redacted]'s complaint involves an alleged damage claim issue. This was turned over to our claims department for investigation. An independent inspector was sent out to determine if our store's service caused the failure. He indicated that our...

service did not cause or contribute to the failure. Additionally, Mr. [redacted] was informed prior to our service that he had a serious bearing issue and he refused service. The not on his invoice (which he signed) stated that this repair should be done as soon as possible. A review of the claims investigation supported the denial of his claim.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firestone operates service guarantee that states, " We promise that the services we perform will be fixed right the first time. If the automotive repair or service was performed improperly, then we will re-preformed the service at no additional charge." Firestone employee damaged vehicle while it was under direct supervision and care. A review of the evidence illustrates, the vehicle needed to be towed from Firestone (due to damage caused by Firestone) to dealership where items were repaired and replaced. Insurance estimate and photo illustrates damage. Dealership also wrote letter of support in favor of customer.
Final Business Response /* (4000, 13, 2014/07/31) */
As previously stated there was a pre-existing bad bearing that Mr. [redacted] decline replacement. It appears this bearing may have caused the axle damage. The independent inspector found no fault with our store's service. Our store manager had offered to replace the warped rotor for him but had to back off due to the insurance claim that was made by Mr. [redacted]. The warpage in the rotor could have been caused by the warehouse improper stocking or possible over torquing of lug nuts. No way to confirm since the dealer removed the lugs prior to finding the warped rotor. Torque cannot be confirmed. Since the rotor was found to be warped we believe that Mr. [redacted] should be reimbursed for that replacement in the amount of $143.70 plus tax. As for the axle damage there would be no assistance and his claim with us has been denied.
Final Consumer Response /* (4200, 11, 2014/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No solution was offered by merchant.
Insurance took photos of damage while still at firestone. Insurance comprehensive claim was not possible due to Manager of Firestone location accepted fault and then changed his mind when informed insurance was involved. Insurance also provided estimate to repair. Firestone unwilling to make right. Firestone Manager also offered to exchange brakes with Dealership due to quality of brakes and refused to do so when insurance estimate was provided to customer. Vehicle was then towed on flatbed to dealership after insurance agent took photos. Dealership repaired vehicle and provided document detailing concurring opinion that it was fault of Firestone. Customer incurred repair cost. Insurance paid for rental. Dealership allowed Mr. [redacted] to take photo of damage caused by Firestone teammate. Mr [redacted] like any customer has right to get vehicle repaired anywhere they wish. Mr. [redacted] is still waiting on claim payment.

They did refund the cost of the rental car(s) I rented as a result of Firestone keeping my car 25 days, other than that I'm satisfied with the refund. Thank you Revdex.com STL.
Revdex.com:
I have reviewed...

the response made by the business in reference to complaint ID 10886911, and find that this resolution is satisfactory to me.
Sincerely,
Ron [redacted]

Thank you for alerting us of your concerns with the inspection performed at our Watauga location so that this can be addressed further by management. We apologize if a misdiagnosis was made during your inspection. For any trouble this may have caused you, management has issued the requested refund...

which should arrive at your household within 7-10 business days.

Initial Business Response /* (1000, 10, 2015/09/17) */
Contact Name and Title: Randy [redacted] AM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@tiresplus.com
The mileage on this vehicle at the time of service is listed on the invoice as 145,198. Per the store manager Mike C, the oil cap was...

left off the oil fill and the motor was started and driven less than 50 feet. The manager personally cleaned up the oil and topped off the engine oil and verified it was full prior to the customer leaving. Manager states less than 1/2 quart of oil had to be added back.
According to the 2nd work order the mileage was 146,826 when the vehicle was towed back to the store on 8/31/15. Therefore the vehicle had traveled approximately 1,700 miles. Upon inspection there appeared to be knocking noises coming from the lower end of the engine which would indicate internal engine failure. Upon return the vehicle was full of oil. The oil filter and housing was dry. The store quoted a price to replace the engine. The vehicle was left at the store for approximately 1 week and the customer had the vehicle towed away. Due to the age of the vehicle and mileage on the engine it is not uncommon for internal engine failure to occur. The cap being left off the oil fill neck at start up would not have leaked enough oil to cause engine damage or internal engine failure.

Initial Business Response /* (1000, 5, 2014/09/15) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
after speaking with Ms.[redacted] and recounting the visit and the events that lead to her complaint I apologized and assured her that her feedback would...

lead to a much more customer centric visit if she allowed us the opportunity to service her vehicle again.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept their apology to me personally. I just want the general public to be advised of this type of practice. I feel that based on my experience, trying to convince customers that they need unnecessary work is clearly something that Firestone corporate is condoning/mandating/bonusing their employees for in an effort to increase sales.
Final Business Response /* (4000, 9, 2014/09/19) */
we appreciate and thank Mrs [redacted] for her opinions and hope that the next experience would be more to her satisfaction.

Initial Business Response /* (1000, 24, 2015/08/20) */
This was resolved and we sent the customer a check for $87.50.
Ref case # XXXXXXX

Initial Business Response /* (1000, 14, 2015/09/29) */

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]

We certainly apologize for the situation and we want to make this right. An internal case was set up for the Area Manager to review. The Area Manager indicated that the store has reached out to the customer and has ordered him a new set of wheel locks and will install them for the...

customer. Thank you for bringing this to our attention and giving us the opportunity to rectify the issues.