Infiniti of Tyson's Corner

We apologize for any issues with your lifetime alignment services and would like to ensure your warranty is being honored to your satisfaction. Our records currently indicate that Area Management has reached out to discuss your concerns further and at this time the matter has been resolved.

Initial Business Response /* (1000, 6, 2015/09/04) */
The customer thought the bill was all labor, they explained the breakdown and the customer is OK with it now.

We apologize for any delay in response from management. Due to your concerns involving vehicle damage, this matter has been referred to our Store Claims department so that a third-party inspector can help determine liability. For your records, the file number assigned is: [redacted]. A claims advisor will be in contact with you directly to discuss the next steps. If you request an update on your file at any time, please contact 1-800-367-3872 with your case number for 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.We have set up an internal case for review on our end. After review of the case, we found that management has tried to...

discuss a resolution with you, but was unsuccessful in their attempts to speak with you in detail or obtain necessary documentation pertaining to your case.Since we didn't have an opportunity to resolve this before you opted to obtain a rental on your own, we are willing to reimburse you for the rental vehicle sans the additional insurance coverage charges, as we typically do not cover any additional insurance with rental vehicles. Please let us know if this resolution is acceptable and we will process the reimbursement check.

We called the customer to check on the status. The customer confirmed she received the check.

Initial Business Response /* (1000, 10, 2015/10/14) */
An internal case has been set up for the Area Manager to review/resolve.

Thank you for reaching out to us so that this matter can be properly investigated. A formal case has been created and a claims advisor has reached out to you so that this can be investigated further. Please respond to your assigned claims advisor at your earliest convenience for further...

assistance.

IN REVIEW OF THE CASE, WE WILL BE REFUNDING $427 TO THE CUSTOMER MS. [redacted]. $50, REMAINDER OF THE DIAGNOSTIC FEE, $256.93 FOR IGNITION COIL, SPARK PLUGS AND LABOR, $104.99 FUEL SYSTEM CLEANING AND $15 IN SALES TAX. THIS IS A CUSTOMER CONSIDERATION REFUND AS IT IS MY UNDERSTANDING THE CAR IS STILL...

NOT OPERATING PROPERLY. REFUND TO CUSTOMER WILL BE SENT VIA CHECK TO THE CUSTOMERS HOME.Thank you for bringing these concerns to our attention and giving us the opportunity to make things right. We value your business and we hope we have resolved this matter.

Complaint: 11118093
I am rejecting this response because:The car was towed to Firestone where they looked at it and said that originally been put into the car and that this was just a freak thing - one in a million freak mechanical failure of the engine and that all cars leak oil. It was not caused by anything they did  All cars do not leak oil and there was never any question if they put oil in the car or not. The oil leaked out of the car from somewhere over several days and according to my mechanic, the engine likely blew from not enough oil in the car.  Short of taking the engine apart an exact diagnosis could not be completed by either Firestone or my mechanic.  The car was running fine - no knocks nothing prior to the event.  The car started jerking and became really loud - then the oil light went on about the same time as the engine blew and the car stalled.  This all happened in approx a mile and half ride to a local store.  As soon as the car started jerking very badly I pulled over to the side to exit the road but the engine blew prior to being able to exit the road.  The auto is currently at my mechanic awaiting a new engine to be put in.  After speaking to Firestone Corporate, which were friendly and helpful they three way called the Firestone store where we had the work done.  He reiterated that oil had been put in the car and the evidence of that and stated all car leak oil.  I once again said I do not dispute that oil had been put into the car but something caused the oil to leak out- He then stated my oil pan had a big hole in it - well that could be when the engine threw a rod and put a hole in the side of the engine as well.  That had to occur after the failure of the engine or I would have been notified that there was a big hole in the oil pan that needed to be repaired.  A bad seal on the oil plug or the oil filter could cause a slow leak - that could cause the problem of oil leaking out.He did state that it would be sent to claims but I have not heard from them yet.  The car just been inspected by Firestone and there were no recommendations for repair.
Sincerely,
Garrett [redacted]

Please send an email to the Area Manager at r[redacted]@bfrc.com and he can call you. Thanks!

We apologize if the current offer for a full refund of service in the amount of $[redacted] is not to your satisfaction. Management has reached out to discuss this matter further but it unfortunately, does not appear that a reasonable settlement can be reached at this time. Should you choose to accept this offer in the future, please feel free to reach out to us at [redacted] to discuss.

Dear Revdex.com,Thank you for bringing these concerns to our attention. We have created an internal case for the local Area Manager to review and resolve.The Area Manager indicates that they have made multiple attempts to reach out to the customer to rectify the issues. They have left messages for the...

customer with no response back. They want to correct the problem and are willing to pay [redacted] to reset the TPMS light that came on after the tire rotation. Please forward this information to the customer so we can resolve this matter.Thank you for giving us the opportunity to make things right with our customer!

Initial Business Response /* (1000, 8, 2015/04/15) */
Contact Name and Title: [redacted] Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
After receiving Mr. [redacted]'s original concerns lodged with our internal Consumer Affairs team, Area Manager [redacted] contacted Mr. [redacted]....

Area Manager [redacted] listened to Mr. [redacted]'s concerns. Mr. [redacted] explained that he had visited our Firestone location in Delran NJ to have his vehicle diagnosed as the check engine light was lit on the dash. He went on to explain how our ASE certified technicians examined the vehicle and determined the Bank 1 catalytic convertors had failed. He explained that our sales team suggested replacing both "bank one" catalytic convertors and both oxygen sensors on the same side as the failing catalytic convertors. He acknowledged his approval of the repairs which cost over $3000.00. He expressed his concerns as four months and nearly 6,000 miles after the repairs, the check engine light was illuminating on the dash. Area Manager [redacted] was sure to answer any questions Mr. [redacted] had and assured Mr. [redacted] he would fully investigate the situation. During this original conversation Area Manager [redacted] explained many causes of a check engine signal illumination as well as manufacturer "Drive Cycles." A drive cycle is a series of data points representing the speed of a vehicle versus time. Driving cycles are produced by different manufacturers and organizations to assess the performance of vehicles in various ways, as for example fuel consumption and polluting emissions. (Catalytic Convertors are related to polluting emissions) It was explained to Mr. [redacted] that during a drive cycle various components and sensors are tested by a vehicle's onboard computer system. If any component fails the test, the result will be a check engine signal illuminating on the dash. In addition, after a vehicle completes a drive cycle, our technicians are able to check all sensors and systems to be sure they are "ready." If the system indicates all sensors and systems are ready and no dash lights are illuminating, we can confirm a repair. A typical drive cycle can be performed in 30 minutes and at most in a couple days of normal driving. Mr. [redacted] acknowledged his understanding of Area Manager [redacted]'s detailed explanations. The phone call was ended after Area Manager [redacted] committed to a detailed investigation.
The following are the findings of Area Manager [redacted]'s investigation:
The original visit was on September 11th 2014. The vehicle had 100,649 miles on the odometer. After performing the diagnostics, our ASE certified technician recommended both "bank one" catalytic convertors and Oxygen sensors. The cost of the diagnostics and repairs were over $3,000. This is a typical cost of multiple catalytic convertor repairs. Mr. [redacted] agreed to have the work performed. The repairs were made by our ASE certified technicians. The new components were tested for quality assurance. When our technicians determined the repair was done correctly, our management team contacted Mr. [redacted] to notify him that the vehicle was ready to be picked up. Mr. [redacted] later made payment and signed for the vehicle authorizing his consent to pay for the work performed.
A second UNRELATED visit was made on January 19th 2015. The vehicle had 105,962 miles on the odometer. The vehicle was in for a simple oil change. There were no dash lights on the vehicle and no reports on any issues related to the repairs done on September 11th 2014. With over 5,000 miles on the vehicle since repair, the vehicle would have gone thru potentially dozens of drive cycles testing the components replaced four months prior.
A third visit to Firestone was made by Mr. [redacted]'s wife on an undetermined date. She claimed her engine light was on and wanted it diagnosed. Given the time and mileage that had passed since the September repair, our sales teammate suggested she pay for another diagnosis. Mrs. [redacted] declined the service. While this is standard practice as the engine light can illuminate for literally hundreds of different reasons, in hindsight our teammate could have offered a courtesy diagnosis.
After learning of the potential charge for a diagnosis, Mr. [redacted] returned on 1-31-2015. (The vehicle's odometer read 106,335. ) He expressed his concerns and our management team diagnosed the vehicle free of charge. The same code that was found in September was found in the system. The code is 0420 or a catalyst efficiency code. The bank one catalytic convertors were tested along with the oxygen sensors that we had already replaced. These items tested to be functional and in working order. The bank two convertors were indicating failure. This [redacted] truck is rare in that it has two banks, both with two catalytic convertors. The vehicle also has four oxygen sensors. These findings were reported to Mr. [redacted]. Mr. [redacted] not having the knowledge in this field grew upset. His vantage point was that "the engine light was back on and therefore Firestone was responsible." He expressed this concern to our store teammates. Given that we are a customer focused organization, our management team offered to perform the labor of repairing the new issue free of charge. They explained to Mr. [redacted] that he would have to pay for the parts as catalytic convertors are purchased on the outside from either dealers or other parts vendors. Catalytic convertors contain precious metal and therefore are very costly to both installers and customers. Mr. [redacted] was not happy with this offer. Subsequently he generated the call to our internal consumer affairs department which set off a chain reaction leading to this investigation.
After discovering the above stated events, Area Manager [redacted] called and emailed Mr.[redacted]. Mr. [redacted] returned an email letting [redacted] know he was out of the country and would be returning in a few weeks. He also let AM [redacted] know Mrs. [redacted] was available if he wanted to deliver the findings to her. AM [redacted] chose to wait as he had an ongoing dialogue with Mr. [redacted]. When contact was made with Mr. [redacted] a few weeks later, Area Manager [redacted] explained the findings over the phone. Area Manager [redacted] apologized for our store teammates not offering a courtesy diagnosis to Mrs. [redacted]. Area Manager once again explained a drive cycle and that hundreds of reasons certain codes and engine lights can be triggered by onboard diagnostics systems. Area Manager [redacted] explained that the convertors that are now bad, are not the same parts that were replaced in September 2014. Area Manager [redacted] also explained how it would have been unethical for our team to sell all four catalytic convertors back in September. Only the bank one side was failing at the time. AM [redacted] also explained that it isn't uncommon for components to go bad on a vehicle after 100,000 [redacted]. Especially components that are like other components on the vehicle and perform like functions that have previously went bad. AM [redacted] offered to meet Mr. [redacted] to review these findings and show Mr. [redacted] the components on his vehicle. AM [redacted] also offered to have the vehicle repaired at a discounted rate to show a sign of good faith. Mr. [redacted] declined the offer. During this phone call Mr. [redacted] acknowledged his understanding of the explanation, but expressed his frustration that his check engine light was illuminating. AM [redacted] once again explained that engine lights come on for various reasons. When one repair is performed to alleviate an engine light, another component will eventually go bad triggering the light to come back on. This could be years, months, or even days after a repair. Mr. [redacted] acknowledged his understanding of the workings of an onboard computer system and the many reasons a check engine light can be triggered. The phone call was ended and the matter was put to rest until the Revdex.com contacted us recently. Our offer still stands to perform the labor free of charge as Mr. [redacted] will be responsible for all costs associated to parts.
I have also included this snip (see below) from [redacted] to illustrate the reason why converters cost as much as they do. (they contain precious metals)
A catalytic converter is a device used to convert toxic vehicle emissions to less harmful substances by way of catalyzed, or accelerated, chemical reactions. Most present-day vehicles that run on gasoline, including automobiles, trucks, buses, trains, motorcycles, and planes, have exhaust systems employing a catalytic converter.The catalyst component of a catalytic converter is usually platinum (Pt), along with palladium (Pd), and rhodium (Rh).

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. Once payment for BMW repairs are made this will be closed. Thank you.
Sincerely,
Darlene [redacted]

I just got the car not even a month ago there was nothing wrong with my truck before I took it to firestone. I went 10miles after a so called oil change and it blew again there was nothing wrong with it before they did a oil change I have car fax and everything on the truck there was nothing wrong with the truck fire stone did not put oil back in it there is no way they was the last people to touch it. They havent even got in touch with me on what they was doing  Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Chelsea [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 corporate claims department to review and investigate the claim. The claim was initially denied. The claims supervisor indicates that he followed up with you as well to review the case. Unfortunately, the independent inspection report did not find any fault of ours and the claim was not accepted. We apologize that we were unable to assist with repairs to your vehicle.

Complaint: 11699592
I am rejecting this response because: I was charged for items that I did not necessarily need to purchase at that time. This is ridiculous that your company has been able to get away with this. They called me and tried to fix the noise and did not the fixed the brakes two times which is all I ever needed in the first place. Now I have a huge financed bill for services that I did not need. I want the amount waived I should not have had to file a complaint with the Revdex.com nor should I have had to encounter such rude people and racism from this location. They made me pay for a diagnostic test which they never obviously ran and just did whatever they felt the noise was that my car was making. That is absurd. Why did I have to pay for something that your company never even performed? Because if the test was ran it would have shown that nothing was wrong with the car that they did services on. I am not satisfied with this outcome.
Sincerely,
Natosha [redacted]

Initial Business Response /* (1000, 8, 2015/04/22) */
Bridgestone/Firestone maintains the best values in integrity with regards to customer service.
We provided the customer with the work that she paid for. Any perceived misconduct by our employees is totally misplaced. We strive to provide all...

our customers with the best service possible to keep them satisfied and coming back. If this customer is less than satisfied, we would refund the $307.00.
Initial Consumer Rebuttal /* (2000, 10, 2015/04/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Firestone did the right thing and issued a refund. We appreciate their attention to customer care. We are completely satisfied with the resolution of this matter. Thank you for your assistance.

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. They were more than generous and treated me very kindly. I understand that mixup's happen in the business world and am happy this matter has been resolved. Thank you.
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.
I hope going forward you will not charge for services promised and not performed. Thank you and have a great day!
Sincerely,
[redacted]