This letter is in reference to the complaint dated August 10, which Firestone Industrial Products Company, LLC (“Firestone”) received on August 12, (Complaint ID 10752636). Firestone has reviewed the complaint and submits
the following responseOn July 21, 2015, the customer contacted Firestone’s Ride-Rite customer service department by email to let Firestone know he ordered and received a Firestone Ride-Rite kit from one of our retail accounts (SD Truck Springs), but believed the kit was not new. The customer indicated that he tried contacting SD Truck Springs to voice his concern about the kit, but was not satisfied with the response he received from his retailer. In his e-mail to Firestone, the customer stated in closing, “kindly advise if this is a matter you can handle.” Firestone does not normally intervene with disputes between retailers and end customers; however, due to the serious allegations in this instance, we took a closer look and reviewed the customer’s videos. After review, *** *** at Firestone responded to the customer via e-mail, a copy of which is included in a link in the customer’s complaint. To summarize what MrF* stated by e-mail, Firestone believes the parts shown in the customer’s videos to be consistent with a Ride-Rite kit that has not been previously installed. Any dirt, dust or paint scrapes may have resulted from the parts being jostled during the shipping process. The residue on the rubber air springs is a by-product of the manufacturing process and not an indication that the product was previously installed or used. Firestone does not believe a valid warranty claim exists, as no failure as a result of a manufacturing defect is alleged. However, as the hardware bag had been split open, perhaps in transit, in the interest of making sure the customer had the appropriate hardware to use the product, Firestone offered to send a replacement hardware bag to the customer. There was also a non-Firestone air compressor kit the customer had purchased; Firestone noted that this was not something that it could address as part of the claimThe customer responded by email rejecting Firestone’s offer for a replacement hardware bag and stated that he intended to name Firestone as a defendant in a lawsuit; Firestone honored the customer’s request to provide the contact information for its legal representativeFirestone respectfully disagrees with the customer’s complaint that the Ride-Rite kit was previously installed. We cannot offer a remedy for his dispute with his retailer beyond the provision of a replacement hardware kit. Firestone appreciates the opportunity to respond to this complaintIf you have any questions, please contact me at (*** ***. Sincerely, *** *** S*** Senior Counsel, Firestone Industrial Products Company, LLC CC: *** ***, Sales Manager, Firestone Industrial Products Company, LLC
This letter is in reference to the complaint dated August 10, which Firestone Industrial Products Company, LLC (“Firestone”) received on August 12, (Complaint ID 10752636). Firestone has reviewed the complaint and submits
* stated by e-mail, Firestone believes the parts shown in the customer’s videos to be consistent with a Ride-Rite kit that has not been previously installed. Any dirt, dust or paint scrapes may have resulted from the parts being jostled during the shipping process. The residue on the rubber air springs is a by-product of the manufacturing process and not an indication that the product was previously installed or used. Firestone does not believe a valid warranty claim exists, as no failure as a result of a manufacturing defect is alleged. However, as the hardware bag had been split open, perhaps in transit, in the interest of making sure the customer had the appropriate hardware to use the product, Firestone offered to send a replacement hardware bag to the customer. There was also a non-Firestone air compressor kit the customer had purchased; Firestone noted that this was not something that it could address as part of the claimThe customer responded by email rejecting Firestone’s offer for a replacement hardware bag and stated that he intended to name Firestone as a defendant in a lawsuit; Firestone honored the customer’s request to provide the contact information for its legal representativeFirestone respectfully disagrees with the customer’s complaint that the Ride-Rite kit was previously installed. We cannot offer a remedy for his dispute with his retailer beyond the provision of a replacement hardware kit. Firestone appreciates the opportunity to respond to this complaintIf you have any questions, please contact me at (*** ***. Sincerely, *** *** S*** Senior Counsel, Firestone Industrial Products Company, LLC CC: *** ***, Sales Manager, Firestone Industrial Products Company, LLC
the following responseOn July 21, 2015, the customer contacted Firestone’s Ride-Rite customer service department by email to let Firestone know he ordered and received a Firestone Ride-Rite kit from one of our retail accounts (SD Truck Springs), but believed the kit was not new. The customer indicated that he tried contacting SD Truck Springs to voice his concern about the kit, but was not satisfied with the response he received from his retailer. In his e-mail to Firestone, the customer stated in closing, “kindly advise if this is a matter you can handle.” Firestone does not normally intervene with disputes between retailers and end customers; however, due to the serious allegations in this instance, we took a closer look and reviewed the customer’s videos. After review, *** *** at Firestone responded to the customer via e-mail, a copy of which is included in a link in the customer’s complaint. To summarize what MrF