Infiniti of Tyson's Corner

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]

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.

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]

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!

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]

Initial Business Response /* (1000, 5, 2015/10/07) */
This is being investigated by our corporate office and I will update the Revdex.com with the resolution/outcome as soon as the investigation is complete. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated...

he/she DID NOT accept the response from the business.)
This business has had plenty of time to investigate and make changes. There is no place for dishonesty in business, this should have been dealt with in a accelerated timeline. This tells the former customer,myself that there is a lack of disregard for customers!
There has only been one part of my request that has been dealt with to this point, my money has been returned to me. They still have not addressed the issue that there are thiefs working for this business. There has been nothing done about the practice of selling customers things they do not need. There is more than one complaint against this company for this practice. These employees learned this dishonesty from one of their leaders,as team do not fail,leaders do. Who are the people who showed these employees this practice?
Final Business Response /* (4000, 10, 2015/10/13) */
We responded to this on 10/09 and I do not see any more info from the customer since 10/08.
Final Consumer Response /* (4200, 12, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This business has refunded my money and made a management change,this is two thirds of the resolution. I want the mechanic that was allowed to be dishonest twice with two different estimates terminated from employment.
I took the car to another Tires Plus location and they did the alignment with no problem and no parts. Maybe the general manager can explain in writing how this happened, because I have talked to several other customers from this store and others who have had the same experience, but the lack of automotive knowledge unlike myself. This is the practice at Tires Plus to upswell things people do not need and I want this stopped so that no other consumer is taken advantage of by this company.
As far as I'm concerned their response is not even a response.The big question is what have you done to fix the problem that is well known with many consumers?

We apologize for the situation and the confusion on the invoices. The first invoice was input wrong on the labor section. The part was the front right, but the labor that was selected was labor for the "front left." Due to our incorrect invoicing and for causing the confusion, we will offer to...

refund the customer the requested amount of $329.68. We will process a check to be sent via [redacted] and she will have it tomorrow. Once again, we apologize.

Initial Business Response /* (1000, 10, 2015/03/11) */
CALLED AND LEFT A VOICEMAIL FOR THIS CUSTOMER TO CONTACT MY CELL SO WE CAN RESOLVE ISSUE.

An internal case was set up for the Area Manager to review and resolve with the customer.

Initial Business Response /* (1000, 23, 2015/09/09) */
This has been forwarded to the Area Manager for further review/resolution. Case # to ref is XXXXXXX.

Thank you for bringing your concerns to our attention as we want to make sure that the brake service performed was to your satisfaction. Our records indicate the warranty was fulfilled with a refund of service. In addition, all teammates are drug tested as we take matters like vehicle safety very...

seriously. Your concerns with the teammate in question were investigated fully by Field management.

Complaint: 11573380
I am rejecting this response because: Already have talked to the area manager on 7/18/16 @12:53 pm was told he was working on a solution to the issue and would call back later that day . never heard back now a week later I tried to call him back for an update only to get voicemail saying he is unavailable until 8/1/16  . Happy to say  that the folks at my local [redacted] honored  their  online prices on some comparable General tires with a 60,0000 mile warranty ,Road Hazard , Free Installation , free rotation   and  they had them in stock as promised. that is customer service at its best.   
Sincerely,
Edward [redacted]

This has been referred to our corporate claims department. The claims advisor has left a message for the customer and is awaiting a call back to discuss the issue.

Dear Revdex.com,Thank you for bringing these concerns to our attention.An internal case was set up for the Area Manager to review and resolve.The Area Manager indicated the below information:The store manager had offered to change the wheel nuts and replace the wheel lock at no charge for customer...

satisfaction.I advised the customer of the condition of her wheels after visually inspecting myself.  The condition of metal on wheels has deteriorated due to age and is not allowing a good seal on the bead of tires.  There is nothing the store did to cause this condition.  Additionally the store manager on this phone call verified he would offer a prorated  adjustment on tires for customer satisfaction, however the wheels would need replaced due to their condition of not meeting standards of part designed (ability for tire to seat on heavily rusted lip).  The store manager & I advised that she could either acquire wheels or store could find her options in order to move forward.The store was provided two wheel lock keys, which in itself leads to vehicle has experienced problems prior with getting wheels off.  None the less, the store manager made an offer above and beyond normal warranty and we are prepared to honor the offer.Our store did already replace all wheel nuts, complete a flat repair service and install a wheel lock kit at no charge to customer, which has been processed.

Initial Business Response /* (1000, 5, 2015/06/01) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bfrc.com
Store Manager called customer and agreed to refund. Customer came to store on 5/30/2015 and recieved refund.
Initial Consumer Rebuttal...

/* (2000, 7, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for taking the time to notify us of your concerns. Area Management has been alerted and reached out via email on 3/20/17 to discuss ways we can help to resolve this matter. Please feel free to reach us directly at [redacted]@bfrc.com should you have any trouble responding to Area...

Management.

We apologize for this unfortunate situation and would like to help ensure that the root cause of the 3rd-gear failure is determined. To better help investigate this matter, a formal file has been created (file#[redacted]) and a claims specialist will be assigned and in contact with you directly to...

discuss the next steps.

Complaint: [redacted]
I am rejecting this response because: if we picked up the truck from your facility . and it stops and the engine blew on the highway  . how is that not your responsibility you mentioned that you had inspection done from private facilities  how do you do that when the truck is in our parking lot  and no one ever showed up  . if I need to get an attorney involved I will , but I will not accept that answer nor have to pay out of pocket for your company mistakes     
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. We apologize for any inconvenience that we may have caused, and we would like to try and make things right. At this time an...

internal case was created and referred to Area Management for resolution. Area Management should be in contact within 48 hours to discuss your concerns further.

We tried to contacted customer on Monday 4/4/16 and spoke to father.  Customer did call us back on Thursday 4/7/16 and we offered to replace the part at no charge but customer said he already repaired. Customer stated he wanted a refund for what we did and we agreed to credit his...

charge card $50.32 and customer will be in to process the credit.