Initial Business Response /* (1000, 5, 2014/08/25) */
Contact Name and Title: *** *** ADM
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
We have agreed to refund the customer for the tires due to the inconveniences as a result of her visits
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 review and resolveSomeone should be reaching out to you shortly to discuss a proper resolution
Initial Business Response /* (1000, 10, 2015/09/23) */
Initial Consumer Rebuttal /* (2000, 13, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was recently refunded so there are not further problems
Thank you for taking the time to voice your concerns as we want to ensure that this is addressed with the teammates involvedIn addition, a full refund of the service in question has been issued for any inconvenience this may have caused you
Complaint:
I am rejecting this response because: For the last month I have been reaching out several times a week with no return call or communication. I have sent emails and when finally contacted was told they would send out an independent, which never showed up and had to wait another week. I have provided them with an estimate as requested and have not heard back from them. I have both called and emailed the contact and still have not heard anything. It has been over am month and I still have no vehicle to drive which they don't care about.
Sincerely,
Ashley ***
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,
Melvin ***
We apologize for any issues with your lifetime alignment services and would like to ensure your warranty is being honored to your satisfactionOur records currently indicate that Area Management has reached out to discuss your concerns further and at this time the matter has been resolved
The customer was contacted today by the claims advisor, GilThe address was confirmed and he processed the check via UPS and the customer will have it tomorrowWe apologize for the delay and we hope this resolves the complaint
We have submitted this complaint to our corporate claims departmentA claims advisor will be contacting the customer to review and resolve this issueIf the customer has already got her insurance
company involved, the claims advisor will need to contact the insurance company to investigate the situation and determine the next steps to proceed
Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: *** *** Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Car has been repaired and apologized for the service
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer
indicated he/she DID NOT accept the response from the business.)
We do appreciate Mr***'s involvement in this matter, however the Firestone in Plainfield on ** ** did not fix our problem we had to go to another Firestone in Naperville to get the necessary repairs and make it right
We will never go back to the Plainfield Firestone as they were rude and *** the manager there never called us back when he said he would when our vehicle was fixed in the other two times we took it there for repairsThey were also very disrespectful and we never received an apology for the way we were treated, nor did *** apologize or explain to us why he never called us back to let us know that our vehicle was completed even though he said he wouldThey were very insensitive to our needs
Contact Name and Title: Wes *** Area Manager
Contact Phone: ***
Contact Email: w***@bfrc.com
I have sent a refund check in the amount of $which was the total of the original invoice to make customer happy
Initial Business Response /* (1000, 5, 2015/08/04) */
Contact Name and Title: *** *** BAWL area
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
contacted customer, listened, offered to have store manager contact after he had chance to review ticket and made offer of honoring
couponinformed his request on Revdex.com complaint was not able to be honored due to company policy of only using company provided partsstore manager investigated work order, clarified an error in math on the machine to/discard spec and offered to honor brake coupon
Initial Consumer Rebuttal /* (2000, 7, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 16, 2015/07/17) */
We certainly apologize for the situation and the inconvenienceManaging Partner Alvin *** will be reaching out to you to provide a refund for the serviceHis contact phone number is (XXX) XXX-XXXXThank you and again we apologize for
this issue
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meOnce payment for BMW repairs are made this will be closedThank you
Sincerely,
Darlene ***
They did refund the cost of the rental car(s) I rented as a result of Firestone keeping my car days, other than that I'm satisfied with the refundThank you Revdex.com STL
Revdex.com:
I have reviewed
the response made by the business in reference to complaint ID 10886911, and find that this resolution is satisfactory to me
Sincerely,
Ron ***
Initial Business Response /* (1000, 5, 2015/06/15) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
The last time the vehicle was in it still needed license plate lights changed and tireWe did 2nd inspection at N/C even though we are allowed
to charge for re inspect because our only concern is the safety items are addressedI will arrange for a re inspect again at n/c at another facility to verify the items that failedFeel free to reach me at (XXX) XXX-XXXXMy name is *** *** and I am the area manager for the Buffalo storesI left you a voice mail today and would be happy to assist in this matter
Initial Business Response /* (1000, 10, 2015/10/09) */
The Area Manager attempted to call to resolve this with the bossThe Area Manager indicated the customer was not receptive when he offered to pay for the tire and hung up on him
Initial Consumer Rebuttal /* (3000, 12, 2015/10/12)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with a manager twice on October 8, When he called me the first time (the call lasted minutes) he told me that he didn't have all the facts and would make a second callI had informed the manager that firestone.com's website stated that my tire size was 205/65Rwhen the fact was that I had 215/55Rtires on my vehicleI had asked him for his expertise, what is the difference between what firestone claimed my tire size and what was on the car and he didn't answerThe second call lasted minutes where myself and the manager were in dispute as to who was responsible for the initial tire size which proved incorrectFirestone's website gave the wrong rim size which the manager refused to admitThe second aurgument was based on whether Firestone was responsible for putting tires on my vehicle that were not discussed I had been given a quote for FR tires and not the Firehawks that were mounted on my vehicleThe manager claimed that his staff had indicated that I was verbally informed of the Firehawk tires when I was notI stated that I only authorized by signing the quote for FR size 205/65R15, and when notified that my rim was instead of I was told that there would be an additonal charge for the 16's but I didn't sign anything for this sizeThe manager tried to convince me that I was not unfairly treated by mounting tires on my vehicle that I had not authorized, that I had to ask for my stem caps, that my keys were thrown at me and told to leave which forced me to drive away on the flat tire causing further damage to the donut rimHowever, he was willing to pay for the replacement tire and not the tow costThat is the reason that I ended the callHe was being ridiculously unyielding to my issue
Final Business Response /* (4000, 14, 2015/10/14) */
I spoke to the Area Manager again today and he is going to issue a check to reimburse for the tire and the tow to resolve this complaint
Final Consumer Response /* (2000, 16, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
An internal case was set up for the Area Manager to review/resolveThe Area Manager indicated that they agreed to refund the lifetime balance and road hazard for a total of $They also gave her $off and a free oil change certificate
We have alerted your assigned Claims Advisor of your concerns so that this matter can be addressed furtherThe assigned advisor will be in contact via phone or email as soon as possible
Initial Business Response /* (1000, 5, 2014/08/25) */
Contact Name and Title: *** *** ADM
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
We have agreed to refund the customer for the tires due to the inconveniences as a result of her visits
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 review and resolveSomeone should be reaching out to you shortly to discuss a proper resolution
Initial Business Response /* (1000, 10, 2015/09/23) */
Initial Consumer Rebuttal /* (2000, 13, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was recently refunded so there are not further problems
Thank you for taking the time to voice your concerns as we want to ensure that this is addressed with the teammates involvedIn addition, a full refund of the service in question has been issued for any inconvenience this may have caused you
Complaint:
I am rejecting this response because: For the last month I have been reaching out several times a week with no return call or communication. I have sent emails and when finally contacted was told they would send out an independent, which never showed up and had to wait another week. I have provided them with an estimate as requested and have not heard back from them. I have both called and emailed the contact and still have not heard anything. It has been over am month and I still have no vehicle to drive which they don't care about.
Sincerely,
Ashley ***
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,
Melvin ***
We apologize for any issues with your lifetime alignment services and would like to ensure your warranty is being honored to your satisfactionOur records currently indicate that Area Management has reached out to discuss your concerns further and at this time the matter has been resolved
The customer was contacted today by the claims advisor, GilThe address was confirmed and he processed the check via UPS and the customer will have it tomorrowWe apologize for the delay and we hope this resolves the complaint
We have submitted this complaint to our corporate claims departmentA claims advisor will be contacting the customer to review and resolve this issueIf the customer has already got her insurance
company involved, the claims advisor will need to contact the insurance company to investigate the situation and determine the next steps to proceed
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, 2015/07/22) */
Contact Name and Title: *** *** Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Car has been repaired and apologized for the service
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer
indicated he/she DID NOT accept the response from the business.)
We do appreciate Mr***'s involvement in this matter, however the Firestone in Plainfield on ** ** did not fix our problem we had to go to another Firestone in Naperville to get the necessary repairs and make it right
We will never go back to the Plainfield Firestone as they were rude and *** the manager there never called us back when he said he would when our vehicle was fixed in the other two times we took it there for repairsThey were also very disrespectful and we never received an apology for the way we were treated, nor did *** apologize or explain to us why he never called us back to let us know that our vehicle was completed even though he said he wouldThey were very insensitive to our needs
Contact Name and Title: Wes *** Area Manager
Contact Phone: ***
Contact Email: w***@bfrc.com
I have sent a refund check in the amount of $which was the total of the original invoice to make customer happy
Initial Business Response /* (1000, 5, 2015/08/04) */
Contact Name and Title: *** *** BAWL area
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
contacted customer, listened, offered to have store manager contact after he had chance to review ticket and made offer of honoring
couponinformed his request on Revdex.com complaint was not able to be honored due to company policy of only using company provided partsstore manager investigated work order, clarified an error in math on the machine to/discard spec and offered to honor brake coupon
Initial Consumer Rebuttal /* (2000, 7, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 16, 2015/07/17) */
We certainly apologize for the situation and the inconvenienceManaging Partner Alvin *** will be reaching out to you to provide a refund for the serviceHis contact phone number is (XXX) XXX-XXXXThank you and again we apologize for
this issue
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meOnce payment for BMW repairs are made this will be closedThank you
Sincerely,
Darlene ***
They did refund the cost of the rental car(s) I rented as a result of Firestone keeping my car days, other than that I'm satisfied with the refundThank you Revdex.com STL
Revdex.com:
I have reviewed
the response made by the business in reference to complaint ID 10886911, and find that this resolution is satisfactory to me
Sincerely,
Ron ***
Initial Business Response /* (1000, 5, 2015/06/15) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
The last time the vehicle was in it still needed license plate lights changed and tireWe did 2nd inspection at N/C even though we are allowed
to charge for re inspect because our only concern is the safety items are addressedI will arrange for a re inspect again at n/c at another facility to verify the items that failedFeel free to reach me at (XXX) XXX-XXXXMy name is *** *** and I am the area manager for the Buffalo storesI left you a voice mail today and would be happy to assist in this matter
Initial Business Response /* (1000, 10, 2015/10/09) */
The Area Manager attempted to call to resolve this with the bossThe Area Manager indicated the customer was not receptive when he offered to pay for the tire and hung up on him
Initial Consumer Rebuttal /* (3000, 12, 2015/10/12)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with a manager twice on October 8, When he called me the first time (the call lasted minutes) he told me that he didn't have all the facts and would make a second callI had informed the manager that firestone.com's website stated that my tire size was 205/65Rwhen the fact was that I had 215/55Rtires on my vehicleI had asked him for his expertise, what is the difference between what firestone claimed my tire size and what was on the car and he didn't answerThe second call lasted minutes where myself and the manager were in dispute as to who was responsible for the initial tire size which proved incorrectFirestone's website gave the wrong rim size which the manager refused to admitThe second aurgument was based on whether Firestone was responsible for putting tires on my vehicle that were not discussed I had been given a quote for FR tires and not the Firehawks that were mounted on my vehicleThe manager claimed that his staff had indicated that I was verbally informed of the Firehawk tires when I was notI stated that I only authorized by signing the quote for FR size 205/65R15, and when notified that my rim was instead of I was told that there would be an additonal charge for the 16's but I didn't sign anything for this sizeThe manager tried to convince me that I was not unfairly treated by mounting tires on my vehicle that I had not authorized, that I had to ask for my stem caps, that my keys were thrown at me and told to leave which forced me to drive away on the flat tire causing further damage to the donut rimHowever, he was willing to pay for the replacement tire and not the tow costThat is the reason that I ended the callHe was being ridiculously unyielding to my issue
Final Business Response /* (4000, 14, 2015/10/14) */
I spoke to the Area Manager again today and he is going to issue a check to reimburse for the tire and the tow to resolve this complaint
Final Consumer Response /* (2000, 16, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
An internal case was set up for the Area Manager to review/resolveThe Area Manager indicated that they agreed to refund the lifetime balance and road hazard for a total of $They also gave her $off and a free oil change certificate
We have alerted your assigned Claims Advisor of your concerns so that this matter can be addressed furtherThe assigned advisor will be in contact via phone or email as soon as possible