Infiniti of Tyson's Corner

Initial Business Response /* (1000, 6, 2015/10/06) */
An internal case is being set up and the Area Manager will review/contact customer.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firestone has not...

contacted me for any resolution. At this time I feel there will be no settlement on their part and if I do not hear from them within a timely manner, I shall proceed with court filings.
Final Business Response /* (4000, 10, 2015/10/15) */
Per the area manager, the customer will be receiving a refund of $310.00 to resolve this matter.
Final Consumer Response /* (2000, 12, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

An internal case has been set up and the Area Manager will contact the customer to review/resolve.

Initial Business Response /* (1000, 25, 2015/09/09) */
I asked the Area Manager if he recalled how this was resolved. Due to the field re-organization, and the time/age of this complaint we may not be able to recall how it was handled/resolved.

We take damage claims such as yours very seriously and ensure you that this matter will be fully investigated. A formal claim has been created and our records indicate that the assigned claims advisor has been in touch with you as of 11/9/16. Please reach out to your assigned advisor directly should...

you request an update on your case as we continue to investigate this matter.

Initial Business Response /* (1000, 6, 2015/08/21) */
Good Afternoon,
Firestone refunded the additional repairs provided at the other repair facility in good faith totaling $236. We also refunded an additional $264 as a customer satisfaction, totaling $500.
Mrs. [redacted] has received $500...

in refunds from Firestone and we feel that we have met our obligation in this case. Our offer is fair given the circumstances and has already been received by Mrs. [redacted].

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

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.

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.

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.

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?

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Christine [redacted]That's because no one wants to accept the responsibility.

Complaint: [redacted]
I am rejecting this response because:The business stated in their last response that they would have the area manager contact me within 1-2 business days. I have not received any contact at this point. Additionally, prior to contacting the Revdex.com, while my vehicle was still at the place of business, I requested that I be able to speak to the area manager. I was told that the area manager would contact me back. Instead I was called back by the person that I requested to have my concerns be escalated and told that the area manager would not speak with me and that they would not be replacing my rims as was previously agreed upon by Melissa. I am trying to give the business every opportunity to rectify the situation, but so far they have not been able to come through on any of their promises. I am giving the company another opportunity, reimburse me for the cost of the rims the location originally agreed to replace and this issue can be resolved. Sincerely,
Earl [redacted]

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]

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 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.

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.

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.

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.

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.)

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.