Infiniti of Tyson's Corner

We apologize for this unfortunate experience at our Spring Valley location. Our records indicate that Store Management has been in contact and the vehicle is currently being inspected for any potential damages at a 3rd party dealership. Please forward any findings they may have to Store Management...

or us at [email protected] for further assistance.

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 they have attempted to reach you by phone and email with no response back. If you would like to discuss this matter, please return their calls to address the issues. Thank you.

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. I will accept a full refund for the total amount paid to the business of estimated value 1,119.46. At the time of the formal complaint there were also additional pending charges of 953.00 which has been reconciled. The invoices I am making reference to are #[redacted] dated 1/10/17 and invoice [redacted] dated 1/9/17. 
Sincerely,
[redacted]

Unfortunately, without the ability to inspect the tires you allege failed, no additional compensation can be provided. The one tire that was brought back to a Bridgestone/Firestone location for inspection was replaced at no-charge which will be the continued process should you have any future tire issues. Please feel free to reach out to our technical service line for assistance as well: 800-[redacted].

We understand your concern with these tires and want to make sure you are satisfied with your purchase. Our records indicate management has been in touch and the tires will be replaced at your convenience.

Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: [redacted] Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
Car has been repaired and apologized for the service.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
We do appreciate Mr. [redacted]'s involvement in this matter, however the Firestone in Plainfield on [redacted] did not fix our problem we had to go to another Firestone in Naperville to get the necessary repairs and make it right.
We will never go back to the Plainfield Firestone as they were rude and [redacted] the manager there never called us back when he said he would when our vehicle was fixed in the other two times we took it there for repairs. They were also very disrespectful and we never received an apology for the way we were treated, nor did [redacted] apologize or explain to us why he never called us back to let us know that our vehicle was completed even though he said he would. They were very insensitive to our needs.

The category of services performed on your vehicle are billed at a flat-rate based on standards set by the Nationally recognized third-party labor guide, Mitchell On-Demand. This means that Mitchell On-Demand has calculated the average time (in hours) it has taken technician’s to perform that particular service which in turn becomes the amount of labor hours billed. Many factors may allow a technician to complete the service more efficiently such as multiple technicians assisting. However, the billed hours does not change. At this time I regretfully inform you that no additional compensation over our previous offer will be made.

Initial Business Response /* (1000, 20, 2015/09/09) */
This has been forwarded to the Area Manager and Region Manager to resolve.

This has been set up as an internal case and the Area Manager will review/follow up with the customer to attempt to resolve this matter.

Thank you for alerting us of your concerns so that management can investigate further. Although the bearing in question is beyond the typically warranty period, please message us at s[redacted]@bfrc.com with your file number (Number [redacted]) for assistance.

Initial Business Response /* (1000, 6, 2015/10/07) */
We refunded the customer $947.45.
Per the Area Manager,
"VEHICLE HAS MORE ISSUES THAT NEED RESOLVED THAT WERE NOT EXPLAINED ON THE FIRST VISIT. FIRST VISIT FIXED THE NOISE UNDER THE HOOD. WE OFFERED TO FIX THE REMAINING ISSUES AT NO CHARGE....

CUSTOMER DID NOT WANT TO DO THAT. CUSTOMER WANTED REFUND OF ORIGINAL WORK. THIS WILL BE REFUNDED PER CUSTOMER SATISFACTION. THE OFFER OF FIXING REMAINING PROBLEMS AT NO CHARGE IS NOW NULL AND VOID"
Initial Consumer Rebuttal /* (2000, 8, 2015/10/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My money was refunded. My complaint was resolved. I will get repairs from another company.

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, however, the Area Manager indicates that he has left multiple messages for you with no return call. Please return the Area Manager's call so he can discuss this matter and properly resolve the issues. Thank you!

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. I will accept the offer of a full refund for service in the amount specified of$[redacted].00. The business can contact me at [redacted].
Sincerely,
[redacted]

As of 01/15/16, the Area Manager has indicated that the store refunded the customer to resolve this complaint.

Initial Business Response /* (1000, 25, 2015/09/29) */

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 shortly. Thank you.

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 and Store Manager indicated the below information regarding the situation and resolution:The parts were available for the customer to see however the customer was unavailable to see the parts for some time. The parts were finally sent in for warranty/core returns. We apologize for the issue and we have offered to refund the amount of the calipers (the rest of the brake work was covered under warranty) because we never want any customer to feel that they have been taken advantage of.

Initial Business Response /* (1000, 18, 2015/09/04) */
The area manager attempted to reach out to the customer and the customer has not responded.

Initial Business Response /* (1000, 5, 2015/07/16) */
Contact Name and Title: [redacted] Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
Store documentation shows brake recomendation found during tire repair. Oil was added per customer request. Store refunded...

customers labor per request.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We apologize that we are not able to assist you further but at this time we maintain the stance previously communicated by management. We would advise you to proceed however you see fit.