Thank you for alerting our management team of your concerns so that we can better address this matterOur records indicate that the secondary repairs required on your vehicle have been completed at no-charge by our Market Street location since your original submission of this complaintPlease
reach back out to Store Management should you have any additional concerns with the repairs made to your vehicle as we would be happy to assist
Initial Business Response /* (1000, 19, 2015/09/04) */
This claim was settled for a signed release of $
Initial Consumer Rebuttal /* (2000, 21, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We apologize for any inconvenience this unfortunate experience caused youOur records indicate management has been in contact with you to help make things right and this matter has come to a mutual resolutionPlease reach back out to management should you have any further concerns
Thank you for alerting us of your concern so that management has a better opportunity to help make things rightA formal case was created to document your concerns and at this time we have received notification that the starter has been replaced under warrantyWe apologize for any inconvenience
this matter may have caused
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:"*** *** purchased a primewell tire from our *** *** location on 9/4/15, Please see *** Tire Purchase attachment for mileage and tire purchaseHe returned 1/13/16, for an oil change at which point we noticed that the tire had severe wear, On 1/14/we offered a free alignment check to determine if that was the cause for the accelerated wear on that tireWe found indeed that the alignment was way out of specifications, please see *** Original Alignment check showing the alignment out of specificationsOn 3/12/Mr*** reached out to us to see if he could take us up on the free alignment offer as he was replacing his struts that afternoon and that he would purchase another replacement tire after thatOn 3/16/we said okay to do a free alignment at our Brookdale location, asked Mr*** to let us know day and time for the free alignmentOn May 18th we made the alignment appointment for 11:am May 19th at the Brookdale FCACLead Technician at Brookdale location went to perform the alignment and found that the alignment is now is specification after having the front struts and coil springs replaced by Mr*** We Emailed the customer on 5/19/16, because he walked out of the store as we were trying to explain why the alignment could be back in specification after the alignment at *** showed that it was out."
We apologize for the delay in response from managementAt this time reimbursement for the infotainment system programming has been issued to your PO Box address listed on fileWe apologize for any inconvenience this may have caused you and ask that you please contact ***@bfrc.com if the
reimbursement does not arrive within 7-business days
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,
*** ***The correct mailing address is *** *** *** *** ** ** *** ** ***.Thank You For your time in this matter
Initial Business Response /* (1000, 5, 2014/07/22) */
Mr***'s complaint involves an alleged damage claim issueThis was turned over to our claims department for investigationAn independent inspector was sent out to determine if our store's service caused the failureHe indicated that our
service did not cause or contribute to the failureAdditionally, Mr*** was informed prior to our service that he had a serious bearing issue and he refused serviceThe not on his invoice (which he signed) stated that this repair should be done as soon as possibleA review of the claims investigation supported the denial of his claim
Initial Consumer Rebuttal /* (3000, 7, 2014/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firestone operates service guarantee that states, " We promise that the services we perform will be fixed right the first timeIf the automotive repair or service was performed improperly, then we will re-preformed the service at no additional charge." Firestone employee damaged vehicle while it was under direct supervision and careA review of the evidence illustrates, the vehicle needed to be towed from Firestone (due to damage caused by Firestone) to dealership where items were repaired and replacedInsurance estimate and photo illustrates damageDealership also wrote letter of support in favor of customer
Final Business Response /* (4000, 13, 2014/07/31) */
As previously stated there was a pre-existing bad bearing that Mr*** decline replacementIt appears this bearing may have caused the axle damageThe independent inspector found no fault with our store's serviceOur store manager had offered to replace the warped rotor for him but had to back off due to the insurance claim that was made by Mr***The warpage in the rotor could have been caused by the warehouse improper stocking or possible over torquing of lug nutsNo way to confirm since the dealer removed the lugs prior to finding the warped rotorTorque cannot be confirmedSince the rotor was found to be warped we believe that Mr*** should be reimbursed for that replacement in the amount of $plus taxAs for the axle damage there would be no assistance and his claim with us has been denied
Final Consumer Response /* (4200, 11, 2014/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No solution was offered by merchant
Insurance took photos of damage while still at firestoneInsurance comprehensive claim was not possible due to Manager of Firestone location accepted fault and then changed his mind when informed insurance was involvedInsurance also provided estimate to repairFirestone unwilling to make rightFirestone Manager also offered to exchange brakes with Dealership due to quality of brakes and refused to do so when insurance estimate was provided to customerVehicle was then towed on flatbed to dealership after insurance agent took photosDealership repaired vehicle and provided document detailing concurring opinion that it was fault of FirestoneCustomer incurred repair costInsurance paid for rentalDealership allowed Mr*** to take photo of damage caused by Firestone teammateMr *** like any customer has right to get vehicle repaired anywhere they wishMr*** is still waiting on claim payment
Initial Business Response /* (1000, 5, 2015/09/15) */
An internal case will be set up and the Area Manager will follow up with the customer to attempt to resolve the issue
An internal case has been created and referred to our corporate claims departmentThey are working on investigating this issue and trying to come to a resolution with the customerI will update you as soon as we determine a fair resolutionThank you
Initial Business Response /* (1000, 13, 2015/05/29) */
I have left the customer multiple messages with no responseThe store manager and service manager have also left multiple messages with no response
Initial Consumer Rebuttal /* (3000, 15, 2015/06/01) */
(The consumer indicated he/she DID
NOT accept the response from the business.)
I have received one message from the service manager *** on May 21st satiating that the Head Manager would be dealing with my complaint, *** stated that he would be calling me the following dayAt that time I expected another phone call/voice mail, and have yet to receive oneI do work like most so I am not able to answer my phone at certain timesI was left no voice mails and have received zero contact from the Manager of Firestone
Final Business Response /* (4000, 17, 2015/06/02) */
Called *** and apologized for non response from Firestone ManagerHe explained the situation and what happened and it was not as much the time it took, but more the lackluster response and a half hearted sorry that he receivedI told him I would follo wup with the manager and let him know how that effects his customershe appreciated that and I also told him we would issue a $credit on his Firestone account for the inconvenience and he was thankful for that as well>
Thank you for alerting us of your concerns so that management has the opportunity to help make things rightA formal case was created to help ensure resolution of this matter and as of 2/13/we have been informed that your request has been honoredPlease reach out to field management directly
should you have any additional questions or concerns with the brake repair service
A claim was investigated by our corporate claims departmentUnfortunately, management did not agree to accept liability for this issueAs a customer satisfaction gesture, we can offer $towards the repairs if that will resolve this matterPlease let us know
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
I have been credited my $back that I had asked for in my complaint
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: This complaint is not closed until resolved
Sincerely,
*** ***
Thank you for alerting our management team of your concerns so that we can better address this matterOur records indicate that the secondary repairs required on your vehicle have been completed at no-charge by our Market Street location since your original submission of this complaintPlease
reach back out to Store Management should you have any additional concerns with the repairs made to your vehicle as we would be happy to assist
Initial Business Response /* (1000, 19, 2015/09/04) */
This claim was settled for a signed release of $
Initial Consumer Rebuttal /* (2000, 21, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We called the customer to check on the statusThe customer confirmed she received the check
We apologize for any inconvenience this unfortunate experience caused youOur records indicate management has been in contact with you to help make things right and this matter has come to a mutual resolutionPlease reach back out to management should you have any further concerns
Thank you for alerting us of your concern so that management has a better opportunity to help make things rightA formal case was created to document your concerns and at this time we have received notification that the starter has been replaced under warrantyWe apologize for any inconvenience
this matter may have caused
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:"*** *** purchased a primewell tire from our *** *** location on 9/4/15, Please see *** Tire Purchase attachment for mileage and tire purchaseHe returned 1/13/16, for an oil change at which point we noticed that the tire had severe wear, On 1/14/we offered a free alignment check to determine if that was the cause for the accelerated wear on that tireWe found indeed that the alignment was way out of specifications, please see *** Original Alignment check showing the alignment out of specificationsOn 3/12/Mr*** reached out to us to see if he could take us up on the free alignment offer as he was replacing his struts that afternoon and that he would purchase another replacement tire after thatOn 3/16/we said okay to do a free alignment at our Brookdale location, asked Mr*** to let us know day and time for the free alignmentOn May 18th we made the alignment appointment for 11:am May 19th at the Brookdale FCACLead Technician at Brookdale location went to perform the alignment and found that the alignment is now is specification after having the front struts and coil springs replaced by Mr*** We Emailed the customer on 5/19/16, because he walked out of the store as we were trying to explain why the alignment could be back in specification after the alignment at *** showed that it was out."
We apologize for the delay in response from managementAt this time reimbursement for the infotainment system programming has been issued to your PO Box address listed on fileWe apologize for any inconvenience this may have caused you and ask that you please contact ***@bfrc.com if the
reimbursement does not arrive within 7-business days
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,
*** ***The correct mailing address is *** *** *** *** ** ** *** ** ***.Thank You For your time in this matter
Initial Business Response /* (1000, 5, 2014/07/22) */
Mr***'s complaint involves an alleged damage claim issueThis was turned over to our claims department for investigationAn independent inspector was sent out to determine if our store's service caused the failureHe indicated that our
service did not cause or contribute to the failureAdditionally, Mr*** was informed prior to our service that he had a serious bearing issue and he refused serviceThe not on his invoice (which he signed) stated that this repair should be done as soon as possibleA review of the claims investigation supported the denial of his claim
Initial Consumer Rebuttal /* (3000, 7, 2014/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firestone operates service guarantee that states, " We promise that the services we perform will be fixed right the first timeIf the automotive repair or service was performed improperly, then we will re-preformed the service at no additional charge." Firestone employee damaged vehicle while it was under direct supervision and careA review of the evidence illustrates, the vehicle needed to be towed from Firestone (due to damage caused by Firestone) to dealership where items were repaired and replacedInsurance estimate and photo illustrates damageDealership also wrote letter of support in favor of customer
Final Business Response /* (4000, 13, 2014/07/31) */
As previously stated there was a pre-existing bad bearing that Mr*** decline replacementIt appears this bearing may have caused the axle damageThe independent inspector found no fault with our store's serviceOur store manager had offered to replace the warped rotor for him but had to back off due to the insurance claim that was made by Mr***The warpage in the rotor could have been caused by the warehouse improper stocking or possible over torquing of lug nutsNo way to confirm since the dealer removed the lugs prior to finding the warped rotorTorque cannot be confirmedSince the rotor was found to be warped we believe that Mr*** should be reimbursed for that replacement in the amount of $plus taxAs for the axle damage there would be no assistance and his claim with us has been denied
Final Consumer Response /* (4200, 11, 2014/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No solution was offered by merchant
Insurance took photos of damage while still at firestoneInsurance comprehensive claim was not possible due to Manager of Firestone location accepted fault and then changed his mind when informed insurance was involvedInsurance also provided estimate to repairFirestone unwilling to make rightFirestone Manager also offered to exchange brakes with Dealership due to quality of brakes and refused to do so when insurance estimate was provided to customerVehicle was then towed on flatbed to dealership after insurance agent took photosDealership repaired vehicle and provided document detailing concurring opinion that it was fault of FirestoneCustomer incurred repair costInsurance paid for rentalDealership allowed Mr*** to take photo of damage caused by Firestone teammateMr *** like any customer has right to get vehicle repaired anywhere they wishMr*** is still waiting on claim payment
Initial Business Response /* (1000, 5, 2015/09/15) */
An internal case will be set up and the Area Manager will follow up with the customer to attempt to resolve the issue
An internal case has been created and referred to our corporate claims departmentThey are working on investigating this issue and trying to come to a resolution with the customerI will update you as soon as we determine a fair resolutionThank you
Initial Business Response /* (1000, 13, 2015/05/29) */
I have left the customer multiple messages with no responseThe store manager and service manager have also left multiple messages with no response
Initial Consumer Rebuttal /* (3000, 15, 2015/06/01) */
(The consumer indicated he/she DID
NOT accept the response from the business.)
I have received one message from the service manager *** on May 21st satiating that the Head Manager would be dealing with my complaint, *** stated that he would be calling me the following dayAt that time I expected another phone call/voice mail, and have yet to receive oneI do work like most so I am not able to answer my phone at certain timesI was left no voice mails and have received zero contact from the Manager of Firestone
Final Business Response /* (4000, 17, 2015/06/02) */
Called *** and apologized for non response from Firestone ManagerHe explained the situation and what happened and it was not as much the time it took, but more the lackluster response and a half hearted sorry that he receivedI told him I would follo wup with the manager and let him know how that effects his customershe appreciated that and I also told him we would issue a $credit on his Firestone account for the inconvenience and he was thankful for that as well>
An internal case has been set up for the Area Manager to review/resolve with the customer
As customer satisfaction we are going to process a reimbursement check to Ms*** for $to resolve this matter
Thank you for alerting us of your concerns so that management has the opportunity to help make things rightA formal case was created to help ensure resolution of this matter and as of 2/13/we have been informed that your request has been honoredPlease reach out to field management directly
should you have any additional questions or concerns with the brake repair service
We apologize that this hasn't been resolved yetWe will escalate this for further assistanceThank you
The Area Manager reached out to Ms*** and refunded $as customer satisfaction to resolve this matter
A claim was investigated by our corporate claims departmentUnfortunately, management did not agree to accept liability for this issueAs a customer satisfaction gesture, we can offer $towards the repairs if that will resolve this matterPlease let us know
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
I have been credited my $back that I had asked for in my complaint
Sincerely,
*** ***