Infiniti of Tyson's Corner

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.

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.

Initial Business Response /* (1000, 20, 2015/09/09) */
The Area Manager entered in case XXXXXXX that customer was referred to CFNA to address the credit issue.

Sent email to customer to apologize for the safety issue that occurred at the Allison [redacted] Firestone location. After complaint was filed I made sure the entire store was reeducated on the safety policies and procedures to make sure something like this never occurs again. We once again apologize for...

this situation and will do everything possible to make sure it never happens again.

An internal case was set up. I was informed that this complaint has been resolved. They reached out to the customer and explained the pricing difference between the front and rear rotors. They also refunded part of $60 off brake service as she only received partial credit.

Initial Business Response /* (1000, 10, 2015/08/27) */
Contact Name and Title: D.[redacted] - AM Charlotte
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bfrc.com
Case was forwarded to 3rd party inspection company that confirmed our oil change process has properly completed and the process did not...

create any damage to the vehicle. The General Motors Corporation recommends 5w-30 weight motor oil be used in the engine, which is what was used. If the customer feels that the oil itself created the issue with the engine problem he is experiencing, I would recommend contacting the Kendall Oil Company. I did contact Kendall's technical department (XXX) XXX-XXXX which confirmed changing from full synthetic to semi and even changing weights of the oil from 0w to 5w will not create an internal engine issue. We consider this case closed.

Final Consumer Response /* (2000, 19, 2015/08/19) */
Thank you for your help... this case has been resolved.

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.
Sincerely,
Christopher [redacted]

Initial Business Response /* (1000, 8, 2015/04/07) */
Contact Name and Title: [redacted] Area Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bfrc.com
This is for store # XXXXXX the [redacted] store
this is not in Region 10

Initial Business Response /* (1000, 11, 2015/06/29) */
We are referring this to our claims department and a claims advisor will be assigned and contacting the customer to send out a third party inspector to investigate the issue and determine how we need to proceed with resolving the matter.

Your concerns have been reviewed by field management for further consideration. Upon arrival, the vehicle exhibited multiple issues that could cause a noise while operating the vehicle.Many of the services originally recommended were declined as listed at the bottom of your invoice from 8/26. Field management states that each time after service the third-party that brought this vehicle in confirmed that the alleged noises were gone. In addition, as goodwill, management provided a previously recommended front brake services at no-charge on 9/7/16. We regret to inform you that at this time, no additional compensation will be authorized.

My name is John [redacted] and I am the Region Manager over this location. I spoke with Store Manager Tony [redacted] today in regards to this concern. Mr. [redacted] has tried to explain the reason for the same misc part number being used in our system and the customer did not want to understand. His air...

conditioning repair was performed properly and his system works just fine. His confusion lies in the manner in which our parts are invoiced. We also called for this customer again today and left him a voicemail to return our call. As of the time stamp on this response, we have not heard back. We will attempt to contact the customer again tomorrow in the hopes to help him understand better what he paid for that did fix his original concern. Best Regards,John [redacted]Region Manager- Central Florida

Per your latest response, the vehicle's air condition is currently operating as designed. Please contact local management should any issues arise.

Initial Business Response /* (1000, 8, 2015/04/13) */
Contact Name and Title: [redacted] Area Manag
Contact Phone: XXX XXX-XXXX
Contact Email: [redacted]@bfrc.com
Spoke to customer, Had vehicle aligned elsewhere and they made the correction. He is asking for a refund of 78.80 for the cost...

of the alignment.

We also spoke about the issue with the drain plug and he understand that we were not at fault and he is ok with it.

Mr. [redacted] will be here later to receive his refund!!

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.
As long as the business completely fulfill their end of the bargain and fix my car back to the condition it was in before it was damaged in their shop. And pay for the rental car that is needed while the car is in the shop for one day.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/10) */
Contact Name and Title: [redacted] Area Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bfrc.com
We will issue the refund requested for $329.91. A check will be issued for refund and mail to address on file.
Initial Consumer Rebuttal /*...

(2000, 7, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]
I am rejecting this response because:This business says there was notification sent out, when in fact there was not. The issue of the window being broken was not addressed either. If the vehicle was on their property, they are liable for damages incurred. I absolutely reject this response from Firestone. Also the time it took to even hear from a representative from corporate took weeks. How is this acceptable coming from a company who states they put customer satisfaction first.I am still looking for monetary compensation from charges against me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/10/09) */
It looks like this claim was settled for $3500 with a signed release as of 10/08/15.

We apologize that these tires are not to your satisfaction. Unfortunately, the buy and try period has expired on these tires but management would like to see if there is another way we can assist you. Please email us at [redacted]@bfrc.com with your case number ([redacted]) and any requests for resolution...

you may have for management's review.

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 review, the Area Manager indicates this complaint has been resolved and a refund check for $791.38 was issued. We hope we were able to make this right by you and we hope this was resolved to your satisfaction.