Infiniti of Tyson's Corner

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, 2014/08/28) */
Mr. [redacted] 1997 Ford F150 pick up truck with 174,000 miles on it had the heads replaced last summer at an independent shop. When his vehicle was brought to our shop a courtesy check was performed as part of the free service we offer. No...

diagnostics were authorize or performed. The courtesy check showed fluid levels okay and the store only recommended a couple of maintenance items based on the mileage of the vehicle. His claim of damage was investigated by our claims department and an independent inspector from Nationwide Inspection Services. The inspector's report is below. It is also important to notice that the inspector found that someone cleared the stored codes just prior to the vehicle coming into our shop so there was no indication of any problems with the vehicle. The inspector found no fault with our store and his claim was denied. Our store did not perform any underhood services that day.
DETAILS OF INSPECTION AND TEST(S) PERFORMED:
THE INSPECTOR VERIFIED THE SUBJECT VEHICLE'S ENGINE STARTED AND RAN WITH A NOTICEABLE MISFIRE. [redacted], THE SERVICE MANAGER, REMOVED THE COOLANT EXPANSION RESERVOIR CAP AND THE INSPECTOR NOTED THERE WAS A NOTICEABLE COMBUSTION GAS ODOR OBVIOUS AT THE EXPANSION RESERVOIR CONSISTENT WITH COMBUSTION GASES IN THE COOLING SYSTEM. THE SUBJECT VEHICLE WAS DRIVEN INTO THE SHOP FOR INSPECTION. THE COOLING SYSTEM WAS PLACED UNDER 15 PSI OF PRESSURE THE INSPECTOR VERIFIED IT HELD PRESSURE FOR 15 MINUTES WITH NO LOSS OF PRESSURE AT ANY TIME DURING THIS INSPECTION OR EVIDENCE OF AN EXTERNAL COOLANT LEAKS FROM THE VARIOUS COOLING SYSTEM SEALS, GASKETS, LINES, HOSES OR HOUSINGS. THE INSPECTOR VERIFIED THE PRESSURE IN THE COOLING SYSTEM INCREASED 4-PSI WHILE THE ENGINE WAS IDLING, HOWEVER, WHILE ACCELERATING IT PULLED THE COOLANT FROM THE EXPANSION RESERVOIR DOWN AND THE GAGE SHOWED A VACUUM. WITH A SCAN TOOL ATTACHED TO THE VEHICLE'S COMPUTER THE INSPECTOR VERIFIED FAULT CODE P1000 WAS PRESENT WHICH INDICATES THE FAULT CODES HAD BEEN CLEARED AND THE MODULES HAD NOT COMPLETED A DRIVE CYCLE AFTER THEY HAD BEEN CLEARED. A RELATIVE COMPRESSION TEST WAS PERFORMED AND THE INSPECTOR OBSERVED CYLINDER NUMBER ONE HAD A 0% LOSS OF COMPRESSION, CYLINDER NUMBER TWO LOST 39%, CYLINDER NUMBER THREE LOST 8%, CYLINDER NUMBER EIGHT LOST 6%, CYLINDER NUMBER FOUR LOST 31% AND CYLINDERS FIVE, SIX AND SEVEN HAD NO APPRECIABLE LOSS OF COMPRESSION. THE PREVIOUS COURTESY CHECK SERVICE PERFORMED MAY 5TH 2014 AND OVER 500 IN-SERVICE MILES PREVIOUSLY WAS A QUALITY SERVICE THAT NEITHER CAUSED NOR CONTRIBUTED TO THE CURRENT INTERNAL ENGINE PROBLEM NOW PRESENT.
CAUSE OF FAILURE/CONCLUSION:
THE ENGINE HAS AN INTERNAL PROBLEM THAT WILL REQUIRE ADDITIONAL TESTING, DIAGNOSIS AND LIKELY DISASSEMBLY TO PINPOINT THE ROOT CAUSE AND EXTENT OF THE INTERNAL PROBLEM.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If a courtesy check was preformed and the fluid levels were okay how could you explain I only drove a few miles after leaving your store before motor became excessively hot and when water was put back into reservoir? It literally was sucked dry by coolant system. I had just filled the system on May 3rd and it took only a quart or so of water. The truck did not run hot during the weekend and when I checked it again on the morning of Monday 5th it was fine.I think, someone there, after me declining their service sabotaged my cooling system draining water from it. It is the only logical explanation. You can deny all you want but the evidence clearly points back to your service techs. I will not stop until you compensate me for the damage that was done to my truck. The results from the Inspection Service show lost compression in four cylinders. If, you do some research his results will show both heads blown or severely damaged. I had the motor inspected by two mechanics and they both performed diagnostic tests which required linking to the on board computer. If, codes were removed it was due to their tests. They also removed several spark plugs and were found to be coated with coolant which also indicated blown head gaskets. The last tests were to start motor, let it run for thirty minutes and check the tail pipes. It was blowing white smoke, another indicator of blown head gaskets or warped heads. After talking to my mechanics I found by their testimony it is not unusual for shady mechanics to do something like this. Since most mechanics receive bonuses or paid for worked performed they sabotage so customers have to come back. Now since the heads were blown there could be other extensive damage done to motor. I want a new re-manufactured motor or a factory new motor,total installation,and a loaner car while I wait.
Final Consumer Response /* (4200, 11, 2014/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not drive 500 miles. I drove less than 3 miles before it red lined. There is no way,if you checked the system in shop and you did(at least that is what you stated in your last reply) and the system was okay'd by the tech, that the coolant could have overheated and blew out all the water. Either your tech lied about checking the system or drained it. How could your technical service determine if the system had been sabotaged and made that determination? The radiator has a peacock that if unscrewed will release coolant. It then can be screwed back and there is no way you would know. I am very sincere in my effort. My mechanics have also told me there are other ways to drain the system without detection. Again I am not a detective but the failure keeps pointing back to Firestone. I will not stop and will keep pushing until this is settled by you. If, I had had problems since replacing the heads the year before, I would accept it and move on but I was having no problems with the truck overheating and blame you for this problem. Since I had the heads replaced my mechanic told me I should check the coolant system regularly and I did. You are responsible !!
Final Business Response /* (4000, 17, 2014/09/24) */
Unfortunately, Mr. [redacted] has not presented any proof to back up his allegations. Without evidence to support him we cannot accept liability based on his thoughts. He is welcome to have his own professional inspection company inspect the car and document their findings for us to review. Without this no assistance will be available.

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]

Initial Business Response /* (1000, 10, 2015/06/18) */
The service manager has left mutilple messages for the customer to bring her car in so he can take a look at the brakes with no response. We had the same incident with this customer 2 years ago, and they also never brought the vehcile in at...

that time for us toinspect the car.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not an acceptable answer. Both times I was told I needed new brakes, and both times I took my car for a second opinion and both times I was told by my [redacted] dealership that I do not need new brakes.
I do not have to bring my car in for a "re-inspection." The assertion that I do is contrary to good customer service. This branch should be thoroughly embarrassed that they've been caught yet again trying to sell expensive parts and services that are not warranted.
I spoke to a DIFFERENT manager there today who said he will refund the cost of my faulty inspection, as he should. However, I believe the Revdex.com needs to continue investigating this branch's nasty habit of providing deliberately false information to customers on a habitual basis. I am happy to provide a copy of my second safety inspection from [redacted] which was given a rating of PASS.
Final Business Response /* (4000, 15, 2015/06/22) */
We went ahead and refunded the customer their money. We still need a chance to inspect the vehcile which we have not gotten.

Thank you for these additional details. Our claims department will be reviewing your file again with the assigned fleet manager for additional consideration.

We assure you that we take any allegation of vehicle damage very seriously and thank you for alerting us of the stores actions thus far. We have created a formal damage claim to be investigated which indicates a 3rd-Party inspection report was recently finalized and forwarded to management for...

review. Your assigned claims advisor will be reaching out shortly to discuss the findings listed within the aforementioned inspection report.

Initial Business Response /* (1000, 6, 2015/09/30) */
The customers vehicle recieved a rejected inspection sticker for "excessive" play in the left inner tie rod and color flaking off of the front turn signal bulbs.
After leaving our facility, the customer had his vehicle inspected at another...

station that found no issues and gave the customer a "passing" State Inspection. After filing a complaint with the State Police, the customer met a local State Trooper at a nearby State Inspection Station for evaluation. The Trooper as well as the 3 technicians at the facility agree that the tie rod end does have excessive play. The Trooper stated that he would side with the customer to prevent a complaint. The State Inspection manual does state that "PLAY AT ANY POINT IN THE STEERING SYSTEM IS EXCESSIVE" under section 19VAC30-70-470.
The light bulbs color was flaking off however could at this time still be deemed as an operable bulb. (The front turn bulbs are required to be amber in color).
As a good faith measure the customer will be reimbursed for his State Inspection expenses for a total of $16.00

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

We apologize for this situation and the miscommunication. Due to the discrepancies of implied authorization over the phone, the customer and the store settled this and split the cost on the repairs that were performed.

An internal case was created for the Area Manager to review and resolve.The Area Manager indicates this case has been resolved and the vehicle is repaired.

After review, the Region Manager indicates that we met the customer’s request for refunds  and have apologized to the customer. Management has investigated the incident and validated that we had proceeded with integrity at
all times when working on her vehicle. We apologize for any...

inconveniences this caused Ms. [redacted].

Initial Business Response /* (1000, 6, 2015/08/18) */
Ms.[redacted] I am sorry that you feel Firestone Complete Auto Care (FCAC) gave you mis-information. It is never our intent to mislead a customer for our gain. All of our technicians are ASE certified and strive to provide accurate diagnosis...

to our customers. Unfortunately automotive repair is not an exacate science. There can be many different opinions on how to repair a vehicle. However showing that FCAC is an ethical business I will honor your request for the return of your $80 diagnosis. This in no way admits fault of our original diagnosis we stand by the reccomendations that we orginally gave to you. I hope that you will continue to use FCAC for you automotive repair needs.
Initial Consumer Rebuttal /* (2000, 8, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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. After further review, the Area Manager indicates that the issue was due to a damaged drain plug and the store has fixed the problem to resolve the complaint.  Again, we apologize for the trouble this issue has caused and we hope to see you back in the future!

We apologize, but without your assistance in providing any of the documentation our office has requested, liability for this matter is denied. Unfortunately, your statement that a prior teammate at a Firestone location promised a reimbursement check over 1 year ago in time can not be substantiated.

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 further investigation.The store manager indicates that he has refunded you the entire repair and inspection in reference to work order [redacted]. We apologize for not getting things right the first time. We hope we were able to fully resolve this matter.Thank you!

The customer came to the store on Saturday and spoke with the store manager who cleared up any misunderstandings and explained the invoicing and use of generic article numbers. After the conversation, the store manager indicated that the customer was satisfied and will continue to do business with us in the future. We certainly apologize for any inconvenience that we caused Mr. [redacted]. We hope we were able to clear things up as we truly value his business!

Thank you for alerting us of your brake service concerns so that field management can help make certain a resolution is reached. We have reviewed this matter with management and realize that a mutual agreement has been reached at this time. Please feel free to contact management back should you have...

any additional questions or concerns.

We apologize for your unfortunate experience and for any inconvenience the multiple trips may have caused you. We reached out to management on your behalf to help ensure this matter is resolved to your satisfaction. As of March 13th, our records indicate management has been in contact and a...

resolution has been reached. Please feel free to message us at [email protected] should you have any additional questions or concerns.

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 the store has refunded you on 06/16/16 for $348.26 to resolve this matter. Again, we apologize for any inconvenience and we hope we were able to make this right by you! Thank you for your business.

Initial Business Response /* (1000, 15, 2015/03/19) */
Contact Name and Title: [redacted] Area Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bfrc.com
Already taken care of by the Firestone in [redacted] I was there and greeted the customer.
Initial Consumer Rebuttal /* (3000, 17,...

2015/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call from [redacted] who I believe is the regional manager regarding my vehicle he was very helpful. He gave me an appointment with the [redacted] Firestone on Tuesday I took my vehicle there and they gave me a wheel alignment and checked out my front end. The steering issue continued after the appointment with them which I do not understand, its gotten louder since I got the bearings replaced and the wheel sticking problem is getting worse I called them back soon as I got home and they told me the earliest my truck can be looked at again was Friday. The following day I drove to work and on my way home the noise turned into a grind and felt as though I was going to crash when I turned I immediately called Firestone and told them I don't think I would safely be able to make it there Friday and im currently awaiting a call to schedule a tow from my home.
Final Business Response /* (4000, 21, 2015/04/09) */
This issue has been resolved by the Odenton store.