Initial Business Response /* (1000, 5, 2014/08/28) */
Mr*** Ford Fpick up truck with 174,miles on it had the heads replaced last summer at an independent shopWhen his vehicle was brought to our shop a courtesy check was performed as part of the free service we offerNo
diagnostics were authorize or performedThe courtesy check showed fluid levels okay and the store only recommended a couple of maintenance items based on the mileage of the vehicleHis claim of damage was investigated by our claims department and an independent inspector from Nationwide Inspection ServicesThe inspector's report is belowIt 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 vehicleThe inspector found no fault with our store and his claim was deniedOur 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***, 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 SYSTEMTHE SUBJECT VEHICLE WAS DRIVEN INTO THE SHOP FOR INSPECTIONTHE COOLING SYSTEM WAS PLACED UNDER PSI OF PRESSURE THE INSPECTOR VERIFIED IT HELD PRESSURE FOR 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 HOUSINGSTHE 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 VACUUMWITH A SCAN TOOL ATTACHED TO THE VEHICLE'S COMPUTER THE INSPECTOR VERIFIED FAULT CODE PWAS PRESENT WHICH INDICATES THE FAULT CODES HAD BEEN CLEARED AND THE MODULES HAD NOT COMPLETED A DRIVE CYCLE AFTER THEY HAD BEEN CLEAREDA 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 COMPRESSIONTHE PREVIOUS COURTESY CHECK SERVICE PERFORMED MAY 5TH AND OVER 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 systemI had just filled the system on May 3rd and it took only a quart or so of waterThe 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 itIt is the only logical explanationYou can deny all you want but the evidence clearly points back to your service techsI will not stop until you compensate me for the damage that was done to my truckThe results from the Inspection Service show lost compression in four cylindersIf, you do some research his results will show both heads blown or severely damagedI had the motor inspected by two mechanics and they both performed diagnostic tests which required linking to the on board computerIf, codes were removed it was due to their testsThey also removed several spark plugs and were found to be coated with coolant which also indicated blown head gasketsThe last tests were to start motor, let it run for thirty minutes and check the tail pipesIt was blowing white smoke, another indicator of blown head gaskets or warped headsAfter talking to my mechanics I found by their testimony it is not unusual for shady mechanics to do something like thisSince most mechanics receive bonuses or paid for worked performed they sabotage so customers have to come backNow since the heads were blown there could be other extensive damage done to motorI 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 milesI drove less than miles before it red linedThere 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 waterEither your tech lied about checking the system or drained itHow 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 coolantIt then can be screwed back and there is no way you would knowI am very sincere in my effortMy mechanics have also told me there are other ways to drain the system without detectionAgain I am not a detective but the failure keeps pointing back to FirestoneI will not stop and will keep pushing until this is settled by youIf, 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 problemSince I had the heads replaced my mechanic told me I should check the coolant system regularly and I didYou are responsible !!
Final Business Response /* (4000, 17, 2014/09/24) */
Unfortunately, Mr*** has not presented any proof to back up his allegationsWithout evidence to support him we cannot accept liability based on his thoughtsHe is welcome to have his own professional inspection company inspect the car and document their findings for us to reviewWithout this no assistance will be available
The Area Manager has left a message for the customer to call back and he would like to explain and apologize for the situationHe has also indicated that his plan is to:"My plan is to apologize and refund the following as requested.Alignment on *** $84.99RH Warranty on the original PW tires $
30LT Balance on the Infinity $ 72For a total of $187" Per the Area Manager, *** *** Thank you for giving us the opportunity to resolve and make things rightWe apologize for the inconvenience this has caused you
Initial Business Response /* (4000, 6, 2015/04/11) */
Mr***,
I see in your history at the store that you have returned for a Lifetime Alignment recheck on April 7th , February 16th and the purchase of the Lifetime Alignment being on September 22,It appears that the service is being
warranted by the storePlease provide additional details as to what part of the warranty is not being honored
*** ***
Area Manager
Initial Business Response /* (1000, 10, 2015/09/09) */
This was forwarded to the Area Manager to investigateCase # XXXXXXX
Initial Consumer Rebuttal /* (3000, 12, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not see a response from the
business in the attached emailPlease resend the response
Final Business Response /* (4000, 18, 2015/10/08) */
Eric *** settled with the customer for a $credit
Final Consumer Response /* (2000, 20, 2015/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for bringing these concerns to our attention.A case was set up by our Corporate Claims DepartmentThey have reached a settlement on this matter and the case has been closedThank you
Initial Business Response /* (1000, 10, 2015/08/27) */
Contact Name and Title: D.*** - AM Charlotte
Contact Phone: XXXXXXXXXX
Contact Email: ***@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 vehicleThe General Motors Corporation recommends 5w-weight motor oil be used in the engine, which is what was usedIf the customer feels that the oil itself created the issue with the engine problem he is experiencing, I would recommend contacting the Kendall Oil CompanyI 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 issueWe consider this case closed
Thank you for alerting us of your concerns so that management can address this unfortunate experience with our store TeammatesA full refund check for your alignment service has been issued to your address due to the alignment not being to your satisfactionPlease message ***@bfrc.com if you do
not receive the refund within 7-business days
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 InspectionAfter filing a complaint with the State Police, the customer met a local State Trooper at a nearby State Inspection Station for evaluationThe Trooper as well as the technicians at the facility agree that the tie rod end does have excessive playThe Trooper stated that he would side with the customer to prevent a complaintThe State Inspection manual does state that "PLAY AT ANY POINT IN THE STEERING SYSTEM IS EXCESSIVE" under section 19VAC30-70-
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 $
Thank you for bringing your concerns to our attentionWe appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our businessWe apologize for any inconvenience that we may have caused, and we would like to make things right as
we truly value your businessAn internal case was set up for the Area Manager to reviewThe Area Manager investigated and found the following:*** *** and his wife brought their *** in on March 16, at 10:a.m.for an A/c Performance check (44.99) and a courtesy check (free)The store Called and spoke with *** and his wife at 12:p.mon the same day with multiple recommendationsSome scheduled maintenance and some to repair issues we had foundThey decided to authorize by phone *** to replace the a/c condenser (331.59), evac and recharge the Freon (142.49), replace the timing belt and water pump for scheduled maintenance(647.99) flush the coolant (117.96), and replace both serpentine belts (105.58)They also declined multiple other jobs at this time that totaled At 2:p.m*** called back and told the store to go ahead and perform the diagnostic that they had recommended due to the check engine light being onWhen the parts came in and all the work was done and the store called the customer and they came to get the carThe store explained that they had added dye to the a/c system and that they suspect there may other issues related but could not locate them at that timeStore also explained that the check engine light was due to some clogged screens in the turbo system and may need to be addressed by the dealerThe customer was happy and paid with a eca check and leftOn 3/30/*** brought his *** back in saying the air was less cold than when they had finished the prior repairsA ticket was wrote up as a no charge inspection and an o ring on the low side hose was found to be leakingRepairs and evac & recharge were done at no cost and extra efforts were put in to make sure everything was clean*** was again made aware that no dye was visible and that he may have to return in the next couple of weeks if the compressor started to blow hot air. *** took the car being a waiting customer with the understanding he was charged (0)On 4/05/*** returned with his car for a flat repair(19.99)During the inspection it was determined that the tire had become non repairableTwo matching tire were suggested and *** authorized the two tire purchase at 12:p.min person*** paid with a MasterCard (229.36) at 2:p.mand leftOn 4/09/Mr*** and his wife called with a concern that there car was blowing white smoke from the exhaustThey were instructed to drive the car down and the store would perform a diagnostic(79.99)They dropped the car off at 9:a.mDuring the diagnostic store found the turbocharger had failed resulting from a lack of oil through the banjo bolts in the oiling systemThe ticket was quoted and by phone the couple made the decision to make the repairs to the engine system to a total of (2823.64) on 4/11/16. The parts were ordered and when the vehicle was completed on 4/15/the customer was calledThey picked the car up and paid the next day at 2:p.mOn04/28/*** brought his car in as a waiting customer to do a cvi (21.99) and also added that his brakes were making a noise at lower speedsUpon inspection there were some recommendationsNew pads and rotors (406.97), a light bulb (14.99), a brake fluid exchange (79.99), a transmission flush (157.49), battery corrosion protection (12.99), sway bar links (239.58), a front left half shaft (229.99), spark plugs and coil boots (341.12) and a valve cover gasket (302.99)A total of was approved in person to replace the brake pads, do the brake fluid exchange, and replace the bulbThe customer paid at 12:with a visa and had no questions or concerns about repairsAll work was properly quoted and was properly agreed to and signed off on by the customer.At this point, the Area Manager does not feel that the store was trying to mislead or charge the customer for work that wasn’t approved by them.Please let us know if we can assist further or if there are any other questions/concerns that we can address
We apologize that the tires were not to your satisfaction and are dedicated to making things rightOur file indicates management has been in contact and a new set of tires has been installed to help resolve your concerns with the thumpingPlease reach back out to Store Management should you have
any concerns with the new tires
We apologize for any inconvenience this investigation process may have caused youHowever, an independent inspection company found the services previously performed by Firestone to have neither caused nor contributed to the current damagesIf you request a copy of this inspection report, please
email us at ***@bfrc.com and reference you file#***
An internal case was set up and the Area Manager is getting new rims for the customer and providing a rental throughout the process.We apologize for any inconvenience this situation caused the customerThank you for bringing the concerns to our attention
Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** The business did not respond. I
received a phone message from the business with a call back number and made numerous attempts to call the person back but my return calls were not taken. Firestone has a history of consumer abuse and their business is structured to make consumer contact difficult. This transaction to which my complaint is directed is a crime, not simply a mistake or poor customer service. The state attorney general has indicated they would be interested in details on this matter. When the Revdex.com endorses a company with this integrity consumers become aware that the Revdex.com is certainly not looking out for them
Thank you for reaching out to us so that this matter can be properly investigatedA formal case has been created and a claims advisor has reached out to you so that this can be investigated furtherPlease respond to your assigned claims advisor at your earliest convenience for further
assistance
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Thank you for reaching out to us with your concerns so that management has a better opportunity to address this matterAt this time a formal case has been created to document your requests and management is reviewing your request for a full refund of serviceHowever, the disputed amount listed
within your complaint does not seem to match the amounts listed on your invoicesPlease message us at *** if you should have any additional invoices or services related to this matter
Initial Business Response /* (1000, 5, 2014/08/28) */
Mr*** Ford Fpick up truck with 174,miles on it had the heads replaced last summer at an independent shopWhen his vehicle was brought to our shop a courtesy check was performed as part of the free service we offerNo
diagnostics were authorize or performedThe courtesy check showed fluid levels okay and the store only recommended a couple of maintenance items based on the mileage of the vehicleHis claim of damage was investigated by our claims department and an independent inspector from Nationwide Inspection ServicesThe inspector's report is belowIt 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 vehicleThe inspector found no fault with our store and his claim was deniedOur 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***, 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 SYSTEMTHE SUBJECT VEHICLE WAS DRIVEN INTO THE SHOP FOR INSPECTIONTHE COOLING SYSTEM WAS PLACED UNDER PSI OF PRESSURE THE INSPECTOR VERIFIED IT HELD PRESSURE FOR 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 HOUSINGSTHE 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 VACUUMWITH A SCAN TOOL ATTACHED TO THE VEHICLE'S COMPUTER THE INSPECTOR VERIFIED FAULT CODE PWAS PRESENT WHICH INDICATES THE FAULT CODES HAD BEEN CLEARED AND THE MODULES HAD NOT COMPLETED A DRIVE CYCLE AFTER THEY HAD BEEN CLEAREDA 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 COMPRESSIONTHE PREVIOUS COURTESY CHECK SERVICE PERFORMED MAY 5TH AND OVER 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 systemI had just filled the system on May 3rd and it took only a quart or so of waterThe 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 itIt is the only logical explanationYou can deny all you want but the evidence clearly points back to your service techsI will not stop until you compensate me for the damage that was done to my truckThe results from the Inspection Service show lost compression in four cylindersIf, you do some research his results will show both heads blown or severely damagedI had the motor inspected by two mechanics and they both performed diagnostic tests which required linking to the on board computerIf, codes were removed it was due to their testsThey also removed several spark plugs and were found to be coated with coolant which also indicated blown head gasketsThe last tests were to start motor, let it run for thirty minutes and check the tail pipesIt was blowing white smoke, another indicator of blown head gaskets or warped headsAfter talking to my mechanics I found by their testimony it is not unusual for shady mechanics to do something like thisSince most mechanics receive bonuses or paid for worked performed they sabotage so customers have to come backNow since the heads were blown there could be other extensive damage done to motorI 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 milesI drove less than miles before it red linedThere 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 waterEither your tech lied about checking the system or drained itHow 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 coolantIt then can be screwed back and there is no way you would knowI am very sincere in my effortMy mechanics have also told me there are other ways to drain the system without detectionAgain I am not a detective but the failure keeps pointing back to FirestoneI will not stop and will keep pushing until this is settled by youIf, 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 problemSince I had the heads replaced my mechanic told me I should check the coolant system regularly and I didYou are responsible !!
Final Business Response /* (4000, 17, 2014/09/24) */
Unfortunately, Mr*** has not presented any proof to back up his allegationsWithout evidence to support him we cannot accept liability based on his thoughtsHe is welcome to have his own professional inspection company inspect the car and document their findings for us to reviewWithout this no assistance will be available
The Area Manager has left a message for the customer to call back and he would like to explain and apologize for the situationHe has also indicated that his plan is to:"My plan is to apologize and refund the following as requested.Alignment on *** $84.99RH Warranty on the original PW tires $
30LT Balance on the Infinity $ 72For a total of $187" Per the Area Manager, *** *** Thank you for giving us the opportunity to resolve and make things rightWe apologize for the inconvenience this has caused you
An internal case has been set up and the claims advisor is currently waiting on the customer to submit the estimate
Initial Business Response /* (4000, 6, 2015/04/11) */
Mr***,
I see in your history at the store that you have returned for a Lifetime Alignment recheck on April 7th , February 16th and the purchase of the Lifetime Alignment being on September 22,It appears that the service is being
warranted by the storePlease provide additional details as to what part of the warranty is not being honored
*** ***
Area Manager
Initial Business Response /* (1000, 10, 2015/10/14) */
An internal case has been set up for the Area Manager to review/resolve
Initial Business Response /* (1000, 10, 2015/09/09) */
This was forwarded to the Area Manager to investigateCase # XXXXXXX
Initial Consumer Rebuttal /* (3000, 12, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not see a response from the
business in the attached emailPlease resend the response
Final Business Response /* (4000, 18, 2015/10/08) */
Eric *** settled with the customer for a $credit
Final Consumer Response /* (2000, 20, 2015/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for bringing these concerns to our attention.A case was set up by our Corporate Claims DepartmentThey have reached a settlement on this matter and the case has been closedThank you
Initial Business Response /* (1000, 10, 2015/08/27) */
Contact Name and Title: D.*** - AM Charlotte
Contact Phone: XXXXXXXXXX
Contact Email: ***@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 vehicleThe General Motors Corporation recommends 5w-weight motor oil be used in the engine, which is what was usedIf the customer feels that the oil itself created the issue with the engine problem he is experiencing, I would recommend contacting the Kendall Oil CompanyI 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 issueWe consider this case closed
Thank you for alerting us of your concerns so that management can address this unfortunate experience with our store TeammatesA full refund check for your alignment service has been issued to your address due to the alignment not being to your satisfactionPlease message ***@bfrc.com if you do
not receive the refund within 7-business days
Initial Business Response /* (1000, 14, 2015/09/29) */
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 InspectionAfter filing a complaint with the State Police, the customer met a local State Trooper at a nearby State Inspection Station for evaluationThe Trooper as well as the technicians at the facility agree that the tie rod end does have excessive playThe Trooper stated that he would side with the customer to prevent a complaintThe State Inspection manual does state that "PLAY AT ANY POINT IN THE STEERING SYSTEM IS EXCESSIVE" under section 19VAC30-70-
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 $
Thank you for bringing your concerns to our attentionWe appreciate feedback from our customers as we are then made aware of problems that we need to address going forward to better our businessWe apologize for any inconvenience that we may have caused, and we would like to make things right as
we truly value your businessAn internal case was set up for the Area Manager to reviewThe Area Manager investigated and found the following:*** *** and his wife brought their *** in on March 16, at 10:a.m.for an A/c Performance check (44.99) and a courtesy check (free)The store Called and spoke with *** and his wife at 12:p.mon the same day with multiple recommendationsSome scheduled maintenance and some to repair issues we had foundThey decided to authorize by phone *** to replace the a/c condenser (331.59), evac and recharge the Freon (142.49), replace the timing belt and water pump for scheduled maintenance(647.99) flush the coolant (117.96), and replace both serpentine belts (105.58)They also declined multiple other jobs at this time that totaled At 2:p.m*** called back and told the store to go ahead and perform the diagnostic that they had recommended due to the check engine light being onWhen the parts came in and all the work was done and the store called the customer and they came to get the carThe store explained that they had added dye to the a/c system and that they suspect there may other issues related but could not locate them at that timeStore also explained that the check engine light was due to some clogged screens in the turbo system and may need to be addressed by the dealerThe customer was happy and paid with a eca check and leftOn 3/30/*** brought his *** back in saying the air was less cold than when they had finished the prior repairsA ticket was wrote up as a no charge inspection and an o ring on the low side hose was found to be leakingRepairs and evac & recharge were done at no cost and extra efforts were put in to make sure everything was clean*** was again made aware that no dye was visible and that he may have to return in the next couple of weeks if the compressor started to blow hot air. *** took the car being a waiting customer with the understanding he was charged (0)On 4/05/*** returned with his car for a flat repair(19.99)During the inspection it was determined that the tire had become non repairableTwo matching tire were suggested and *** authorized the two tire purchase at 12:p.min person*** paid with a MasterCard (229.36) at 2:p.mand leftOn 4/09/Mr*** and his wife called with a concern that there car was blowing white smoke from the exhaustThey were instructed to drive the car down and the store would perform a diagnostic(79.99)They dropped the car off at 9:a.mDuring the diagnostic store found the turbocharger had failed resulting from a lack of oil through the banjo bolts in the oiling systemThe ticket was quoted and by phone the couple made the decision to make the repairs to the engine system to a total of (2823.64) on 4/11/16. The parts were ordered and when the vehicle was completed on 4/15/the customer was calledThey picked the car up and paid the next day at 2:p.mOn04/28/*** brought his car in as a waiting customer to do a cvi (21.99) and also added that his brakes were making a noise at lower speedsUpon inspection there were some recommendationsNew pads and rotors (406.97), a light bulb (14.99), a brake fluid exchange (79.99), a transmission flush (157.49), battery corrosion protection (12.99), sway bar links (239.58), a front left half shaft (229.99), spark plugs and coil boots (341.12) and a valve cover gasket (302.99)A total of was approved in person to replace the brake pads, do the brake fluid exchange, and replace the bulbThe customer paid at 12:with a visa and had no questions or concerns about repairsAll work was properly quoted and was properly agreed to and signed off on by the customer.At this point, the Area Manager does not feel that the store was trying to mislead or charge the customer for work that wasn’t approved by them.Please let us know if we can assist further or if there are any other questions/concerns that we can address
Final Consumer Response /* (2000, 5, 2015/06/12) */
This complaint has been settledThere is no further help needed
Thank you,
***
We apologize that the tires were not to your satisfaction and are dedicated to making things rightOur file indicates management has been in contact and a new set of tires has been installed to help resolve your concerns with the thumpingPlease reach back out to Store Management should you have
any concerns with the new tires
We apologize for any inconvenience this investigation process may have caused youHowever, an independent inspection company found the services previously performed by Firestone to have neither caused nor contributed to the current damagesIf you request a copy of this inspection report, please
email us at ***@bfrc.com and reference you file#***
An internal case was set up and the Area Manager is getting new rims for the customer and providing a rental throughout the process.We apologize for any inconvenience this situation caused the customerThank you for bringing the concerns to our attention
Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** The business did not respond. I
received a phone message from the business with a call back number and made numerous attempts to call the person back but my return calls were not taken. Firestone has a history of consumer abuse and their business is structured to make consumer contact difficult. This transaction to which my complaint is directed is a crime, not simply a mistake or poor customer service. The state attorney general has indicated they would be interested in details on this matter. When the Revdex.com endorses a company with this integrity consumers become aware that the Revdex.com is certainly not looking out for them
Thank you for reaching out to us so that this matter can be properly investigatedA formal case has been created and a claims advisor has reached out to you so that this can be investigated furtherPlease respond to your assigned claims advisor at your earliest convenience for further
assistance
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Thank you for reaching out to us with your concerns so that management has a better opportunity to address this matterAt this time a formal case has been created to document your requests and management is reviewing your request for a full refund of serviceHowever, the disputed amount listed
within your complaint does not seem to match the amounts listed on your invoicesPlease message us at *** if you should have any additional invoices or services related to this matter