We apologize that the repairs did not resolve the noises to your satisfactionManagement has reviewed your requested resolution and at this time a refund of service has been issued to help make things rightPlease reach back out to Field Management should you have any additional concerns
Store Management has confirmed reimbursement for related repairs at your BMW dealershipPlease reach out to Store Management as soon as the receipt can be produced
We apologize if the correct amount was not refunded originallyManagement has reviewed your concerns and made the necessary adjustments to your account as of 4/3/
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's
I will just need an invoice from the other repair shop that corrected the issueAfter investigation if claim is true I will issue a refund to the customer
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,
*** ***
After investigation by Store and Area Management we have agreed to and issued Mr***'s refund requestIt is believed that the initial services performed failed to fully resolve Mr***'s original noise concernsThe matter has been mutually resolved since 8/10/
Initial Business Response /* (1000, 5, 2015/03/26) */
Contact Name and Title: *** (**) ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
I was not able to reach the customerI attempted to call twice and was not able to leave a voicemailthe store manager was able to reach
him and brought the vehicle back in for a re-check of work performedthey identified a new problem and brough it to the customers attention
I am told that all was resolved to the customers satisfaction but was unable to confirm
If there are any further concerns I can be reached at XXX-XXX-XXXX directly on my cell phone
We apologize, but without your assistance in providing any of the documentation our office has requested, liability for this matter is deniedUnfortunately, your statement that a prior teammate at a Firestone location promised a reimbursement check over year ago in time can not be substantiated
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 forwardWe apologize for any inconvenience that we may have caused, and we would like to try and make things rightAt this time an
internal case was created and referred to Area Management for resolutionArea Management should be in contact within hours to discuss your concerns further
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 resolve. The Area Manager indicates that this complaint was resolved and the store ended up taking care of it
Initial Business Response /* (1000, 5, 2015/07/07) */
Contact Name and Title: *** C***
Contact Phone: ***
Contact Email: ***@bfrc.com
I spoke with Mr*** about his experience at our locationDuring the conversation Mr*** indicated to me he felt that our
teammates were acting unethical and trying to deceive himI felt that in order to help Mr***, the best possible solution was to have him fix his vehicle at a shop of his choice since he had indicated he did not trust FirestoneI do not like to turn business away but I also know that having Mr*** return to that shop would have further escalated his frustration and placed him in an uncomfortable situationI care deeply about our customers and sometimes letting a customer choose a different shop that they feel comfortable with is the best customer service possibleI offered to refund all the money Mr*** had spent with Firestone in regards to his window issueAs of 7-7-I have not received his invoice for repairing his vehicle so that I may refund the money he is due
Initial Consumer Rebuttal /* (2000, 7, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I ordered the part myself online (RockAuto.Com) and received it and installed it myself, all for a total of $The agreement we had was if I found another auto mechanic to do the job I would be reimbursed the $I am holding my end of the agreement in NOT expecting payment since I did the work myself, Even though it took a week longer to fix, the job is done with extra in-convenience from FirestoneMy suggestion to them is to Properly Train their staff on how to accurately quote customers and don't offer discounts that they wont follow through with
The category of services performed on your vehicle are billed at a flat-rate based on standards set by the Nationally recognized third-party labor guide, Mitchell On-DemandThis means that Mitchell On-Demand has calculated the average time (in hours) it has taken technician’s to perform that particular service which in turn becomes the amount of labor hours billedMany factors may allow a technician to complete the service more efficiently such as multiple technicians assistingHowever, the billed hours does not changeAt this time I regretfully inform you that no additional compensation over our previous offer will be made
An internal case was set up for the Area Manager to properly investigate this matterThe Area Manager has also issued a reimbursment check for the amount of $We apologize for the situation and we truly value your business
Thank you for alerting us of your concerns so that this matter can be properly investigatedAfter review, a formal case has been set and referred to our claims departmentNotes indicate your assigned claims advisor will be reaching out to you on 9/to discuss this case further
Thank you for bringing your concerns to the attention of our office so that we have a better opportunity to properly address thisWe have located the file created for your concerns and understand that management has already been in contact and the matter is resolvedPlease reach back out to
management if there are any additional questions or concerns
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe company made the situation right and I am very appreciative
Sincerely,
*** Lerner
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11124610, and find that this resolution is satisfactory to me
Sincerely,
*** And Bill ***
We apologize that the repairs did not resolve the noises to your satisfactionManagement has reviewed your requested resolution and at this time a refund of service has been issued to help make things rightPlease reach back out to Field Management should you have any additional concerns
Store Management has confirmed reimbursement for related repairs at your BMW dealershipPlease reach out to Store Management as soon as the receipt can be produced
We apologize if the correct amount was not refunded originallyManagement has reviewed your concerns and made the necessary adjustments to your account as of 4/3/
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's
I will just need an invoice from the other repair shop that corrected the issueAfter investigation if claim is true I will issue a refund to the customer
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,
*** ***
After investigation by Store and Area Management we have agreed to and issued Mr***'s refund requestIt is believed that the initial services performed failed to fully resolve Mr***'s original noise concernsThe matter has been mutually resolved since 8/10/
Initial Business Response /* (1000, 5, 2015/03/26) */
Contact Name and Title: *** (**) ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
I was not able to reach the customerI attempted to call twice and was not able to leave a voicemailthe store manager was able to reach
him and brought the vehicle back in for a re-check of work performedthey identified a new problem and brough it to the customers attention
I am told that all was resolved to the customers satisfaction but was unable to confirm
If there are any further concerns I can be reached at XXX-XXX-XXXX directly on my cell phone
*** informed us that the complaint came directly to them and they responded on March 18th
We apologize, but without your assistance in providing any of the documentation our office has requested, liability for this matter is deniedUnfortunately, your statement that a prior teammate at a Firestone location promised a reimbursement check over year ago in time can not be substantiated
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 forwardWe apologize for any inconvenience that we may have caused, and we would like to try and make things rightAt this time an
internal case was created and referred to Area Management for resolutionArea Management should be in contact within hours to discuss your concerns further
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 resolve. The Area Manager indicates that this complaint was resolved and the store ended up taking care of it
Initial Business Response /* (1000, 5, 2015/07/07) */
Contact Name and Title: *** C***
Contact Phone: ***
Contact Email: ***@bfrc.com
I spoke with Mr*** about his experience at our locationDuring the conversation Mr*** indicated to me he felt that our
teammates were acting unethical and trying to deceive himI felt that in order to help Mr***, the best possible solution was to have him fix his vehicle at a shop of his choice since he had indicated he did not trust FirestoneI do not like to turn business away but I also know that having Mr*** return to that shop would have further escalated his frustration and placed him in an uncomfortable situationI care deeply about our customers and sometimes letting a customer choose a different shop that they feel comfortable with is the best customer service possibleI offered to refund all the money Mr*** had spent with Firestone in regards to his window issueAs of 7-7-I have not received his invoice for repairing his vehicle so that I may refund the money he is due
Initial Consumer Rebuttal /* (2000, 7, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I ordered the part myself online (RockAuto.Com) and received it and installed it myself, all for a total of $The agreement we had was if I found another auto mechanic to do the job I would be reimbursed the $I am holding my end of the agreement in NOT expecting payment since I did the work myself, Even though it took a week longer to fix, the job is done with extra in-convenience from FirestoneMy suggestion to them is to Properly Train their staff on how to accurately quote customers and don't offer discounts that they wont follow through with
The category of services performed on your vehicle are billed at a flat-rate based on standards set by the Nationally recognized third-party labor guide, Mitchell On-DemandThis means that Mitchell On-Demand has calculated the average time (in hours) it has taken technician’s to perform that particular service which in turn becomes the amount of labor hours billedMany factors may allow a technician to complete the service more efficiently such as multiple technicians assistingHowever, the billed hours does not changeAt this time I regretfully inform you that no additional compensation over our previous offer will be made
An internal case was set up for the Area Manager to properly investigate this matterThe Area Manager has also issued a reimbursment check for the amount of $We apologize for the situation and we truly value your business
Thank you for alerting us of your concerns so that this matter can be properly investigatedAfter review, a formal case has been set and referred to our claims departmentNotes indicate your assigned claims advisor will be reaching out to you on 9/to discuss this case further
Thank you for bringing your concerns to the attention of our office so that we have a better opportunity to properly address thisWe have located the file created for your concerns and understand that management has already been in contact and the matter is resolvedPlease reach back out to
management if there are any additional questions or concerns
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe company made the situation right and I am very appreciative
Sincerely,
*** Lerner
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11124610, and find that this resolution is satisfactory to me
Sincerely,
*** And Bill ***
The Area Manager indicates that this issue has been resolved and the store refunded the customer