Initial Business Response /* (1000, 5, 2015/04/17) */
The charges on the invoice add up correctly and were authorized before work was completedAll charges are in accordance with proper labor times at this stores labor rate and parts are marked up fairlyWe are willing to settle with Mr***
The store Service Manager has called Times Today (4/17/2015) to try and reach a reasonable customer goodwill gestureMessages have been left and when he returns the call to the store to speak with the service manager a resolution will be met
Initial Consumer Rebuttal /* (3000, 7, 2015/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its ***, that's whyThey are involved in blatantly ripping off their customers and that's wrongIn no universe should it ever cost $to change out the fan beltIt literally takes an amateur only minutes to doI mentioned in my original complaint that prior to examining this invoice thoroughly, I went to get an estimate to repair my parking brakeTheir best estimate was $to which I responded that I had this repaired in the past and cost had never exceeded $anywhere in the USIn fact I had the repair affected the next week by another shop for $
I never did preapprove these charges - that is a bald faced lie! I never would haveI don't care if the little *** there called me or notWhat on earth would we ever discuss? I am enroute to AK now to assume a new position there and don't even have that phone anymoreThe numbers speak for themselves as does their conductI will never use Firestone again and have thrown away their credit card
Final Business Response /* (4000, 9, 2015/04/28) */
Mr*** has not returned the calls that the store made to reach out to him
Mr*** should contact the store @ XXX-XXX-XXXX and speak to the Manager *** or Service Manager *** and they will work with Mr*** towards a resolution
We apologize for any inconvenience this investigation process may have caused youHowever, an independent inspection company concluded that with the current evidence it does not appear that the services previously performed by Firestone caused or contributed to the current engine issuesIf your
personal insurance provider finds evidence that may indicate differently or additional engine teardown is performed, please contact your assigned claims advisor so that the additional documentation can be reviewed by management
Initial Business Response /* (4000, 16, 2015/04/25) */
I have tried contacting the customer and left a message on 4/and 4/with no repsonseThere is nothing for us to repair to pass the inspection because we already passed the vehcileThe monitors just needed to reset by driving to get the
light off of the car
Initial Consumer Rebuttal /* (4200, 18, 2015/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not accept their responseHowever, as I had indicated in my earlier addendum, ***, who works with Firestone, had resolved my "financial" concern for my car by promising to cover any costs that may come from retesting the emissions and repairing any unforeseen emissions problems, and also by being both polite and professional in his communicationHe retested my car and there were no further costsAs far as the my experience of "deceptive practice", by the manager withholding important testing results until after I've agreed to do the "pro-active" maintenance work and it was completedEspecially, after initially telling me that the safety and emissions tests were okay so that I would consider spending money on the "recommendations"They have not "directly" addressed that concern or even offered an apologyMoreover, they seem to have added more dishonestyTheir response to the Revdex.com indicates that they did finally call me on 04/and 04/with no response from meThey replied to you on 04/25/Since I've been in the hospital- due to my disability- I and can verify on my phone that they called and left a message for me on 04/Unfortunately, there is no record of any incoming call on my phone for the rest of April, much less "the 24th" when they say they calledSo their sentence reply appears to be dishonestThat seems to confirm a lack of veracity or truth-telling from at least management employees within FirestoneI regret not being able to have their mechanics work on my car anymore, however, as good as they've been "mechanically" at the stores that I've had service my car, I can no longer trust the "management" to be honest with informationAnd as I had mentioned to *** when he kept trying to upsell me with their credit card, 'since I have become disabled over the past months, including being homeless for several of those months, every decision I make is amplified, because every cent is meaningful toward meeting my basic needs'As far as I'm concerned, the "deceptive practice" complaint has been resolved, since their dishonest reply seems to validate my concern
Final Business Response /* (4000, 20, 2015/05/04) */
The only reason the light came on was because when we did the repairs we had to unplug sensorsThat is why we had the customer drive the vehcile to reset the montiors and clear the codesWe never suggested or quoted any further repairs
Initial Business Response /* (1000, 5, 2015/07/27) */
Contacted the customer last week and closed out the case through BXM
$refund on CFNA and a $check
Thank you,
Sam
We apologize that these tires are not to your satisfactionUnfortunately, the buy and try period has expired on these tires but management would like to see if there is another way we can assist youPlease email us at ***@bfrc.com with your case number (***) and any requests for resolution
you may have for management's review
Initial Business Response /* (1000, 18, 2015/09/09) */
This was forwarded to the Region Manager for resolutionI am waiting to hear back on how it's been resolved
Initial Business Response /* (1000, 5, 2015/07/24) */
This was solved about a month ago and we did all of the repairs for the customers as she askedI submitted what we did to Michael *** the Region Office Manager on July 2ndBelow is what I sent to him
We clean lube, & adjusted her
rear brakes, warrantied the front rotors, replace left rear wheel stud & lug nut, & replaced her right front brake hose all at no chargeWe adjusted her rear tires out at $a piece, she complained about them cracking she is aware they were years old
- Tom ***
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,
*** ***
Initial Business Response /* (1000, 6, 2015/08/19) */
Contact Name and Title: Rich *** - Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Verified that customer was issued a refund in the amount of $via check on 7/10/from Consumer AffairsIssue has been
resolved
Initial Consumer Rebuttal /* (2000, 8, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This was resolved last year , I don't know why it was brought back up
This case was investigated by our claims department and the customer was reimbursed $to resolve this matterThank you for giving us the opportunity to be of service
Tires were suggested because the tread depth was between and 5/32" and the manager gave her a pro-rated price to replace based on the warranty. He made it very clear that the tires are not unsafe but for the best performance, should be replaced soon (new tires start with approx
11/32")The warranty only covers the tires until 2/32". Since 2014, Ms*** has purchased a battery for $(2/11/14) despite documented proof that her battery did not require replacement and we did not recommend it. She insisted we replaced the battery. On June 28th, 2014, the engine light came on and the store replaced oxygen sensors for a total of $429.99. February 10th 2015, the battery was tested and was replaced at no charge under warranty despite the test showing the battery was good and was still producing of CCA. On February 24th, 2015, Ms*** requested the replacement of her headlights even though they were working at the time for a total of $35.28. The battery was replaced again at no charge on January 8th and again the test results were good and no replacement was required. During that visit, we gave Ms*** an estimate of $to replace a lock cylinder but did not charge to diagnose the problem. The estimate was given assuming the cylinder was the problem but we would have to remove the door panel to confirm that was the correct fix. The charge to remove the door panel to confirm the repair would have been around $50 but she declined. We did inform Ms*** that if we replace the lock cylinder a different key would be required to operate the door unless a locksmith would re-key the cylinder. Again, there was no charge for the diagnostic and we could not confirm the correct repair until the door was removed. As you can see, the store has been more than accommodating and replaced the battery several times at no charge although based on the test results, replacement was not required. We have never attempted to sell anything that was not needed, in fact, we attempted to discourage her from spending money on items that were currently working. Ms*** spent a total of $over the last years and is not entitled to a refund for services that were never performed. The store has tried to work with her, performed several services for free and goes above and beyond every time she would visit the store. The accusations from Ms*** are unfounded and we have documentation to prove our position
Initial Business Response /* (1000, 18, 2015/09/04) */
The claims dept handled this issue and settled matter with this customerThe damage was found not to be caused by the store but a settlement of $was made
Initial Business Response /* (1000, 7, 2015/07/07) */
Per the Area Manager, *** *** documented the below resolution for this case:
I spoke to the boss at length and negotiated a fair resolutionThe boss made an appointment at the dealer to confirm our recommendationsFriday 6/the
boss had the inspection performedWe spoke about the findings and agreed to have the recommended repairs completed at a sister store(XXXXXX) The repairs were done that evening and the vehicle was returned to the boss on Saturday 6/We provided a rental for the boss and also reimbursed him for the inspection charge from the dealerI spoke to the boss on 6/to confirm the vehicle was repaired to his satisfaction and that we are able to retain him as a loyal bossHe thanked me for handling the situation and stated his trust in Firestone is restored
Initial Consumer Rebuttal /* (2000, 9, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A good resolution to a bad situation probably leaves me with some leeway to give Firestone a second chance in my attempt to regain my confidence...time shall tell
I had a conversation with the Store Manager Dustin *** on 2-Dustin informed me he had a detailed conversation with the mother who owns this vehicleDustin will again attempt to contact this customer bfore submitting this case to our company's 3rd party claims investigatorThere seems to be some mis-communication concerning the nature of this claim and we want to do whatever we can to assist in resolving. Thank You,John ***Region Manager
We apologize that your coupon was not honored during your visit to Firestone Complete Auto Care and for any unprofessional service you receivedManagement has addressed this with our Store Teammates and at this time a credit to your *** card has been issuedPlease message us at ***@bfrc.com if
the credit does not reflect in your account within 3-business days
Initial Business Response /* (1000, 5, 2015/10/07) */
Contact Name and Title: Kevin ***
Contact Email: ***@bfrc.com
See below email sent to the customer offering a credit:
Hello Mr***,
I received a copy of your Revdex.com complaintCould you please provide me with a copy of your receipt
so that I can issue you the $credit?
Thank you for your time
Kevin ***
Initial Business Response /* (1000, 6, 2015/07/29) */
Contact Name and Title: Michelle Office Mgr
Area Manager Jason *** and Theresa *** spoke and came to an agreement of a refund of We have requested a check in the amount of 665.66, and usually takes - business days to
receive
Initial Consumer Rebuttal /* (2000, 8, 2015/08/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Firestone agreed to refund $and I accepted
Initial Business Response /* (1000, 5, 2015/04/17) */
The charges on the invoice add up correctly and were authorized before work was completedAll charges are in accordance with proper labor times at this stores labor rate and parts are marked up fairlyWe are willing to settle with Mr***
The store Service Manager has called Times Today (4/17/2015) to try and reach a reasonable customer goodwill gestureMessages have been left and when he returns the call to the store to speak with the service manager a resolution will be met
Initial Consumer Rebuttal /* (3000, 7, 2015/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its ***, that's whyThey are involved in blatantly ripping off their customers and that's wrongIn no universe should it ever cost $to change out the fan beltIt literally takes an amateur only minutes to doI mentioned in my original complaint that prior to examining this invoice thoroughly, I went to get an estimate to repair my parking brakeTheir best estimate was $to which I responded that I had this repaired in the past and cost had never exceeded $anywhere in the USIn fact I had the repair affected the next week by another shop for $
I never did preapprove these charges - that is a bald faced lie! I never would haveI don't care if the little *** there called me or notWhat on earth would we ever discuss? I am enroute to AK now to assume a new position there and don't even have that phone anymoreThe numbers speak for themselves as does their conductI will never use Firestone again and have thrown away their credit card
Final Business Response /* (4000, 9, 2015/04/28) */
Mr*** has not returned the calls that the store made to reach out to him
Mr*** should contact the store @ XXX-XXX-XXXX and speak to the Manager *** or Service Manager *** and they will work with Mr*** towards a resolution
We apologize for any inconvenience this investigation process may have caused youHowever, an independent inspection company concluded that with the current evidence it does not appear that the services previously performed by Firestone caused or contributed to the current engine issuesIf your
personal insurance provider finds evidence that may indicate differently or additional engine teardown is performed, please contact your assigned claims advisor so that the additional documentation can be reviewed by management
Initial Business Response /* (4000, 16, 2015/04/25) */
I have tried contacting the customer and left a message on 4/and 4/with no repsonseThere is nothing for us to repair to pass the inspection because we already passed the vehcileThe monitors just needed to reset by driving to get the
light off of the car
Initial Consumer Rebuttal /* (4200, 18, 2015/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not accept their responseHowever, as I had indicated in my earlier addendum, ***, who works with Firestone, had resolved my "financial" concern for my car by promising to cover any costs that may come from retesting the emissions and repairing any unforeseen emissions problems, and also by being both polite and professional in his communicationHe retested my car and there were no further costsAs far as the my experience of "deceptive practice", by the manager withholding important testing results until after I've agreed to do the "pro-active" maintenance work and it was completedEspecially, after initially telling me that the safety and emissions tests were okay so that I would consider spending money on the "recommendations"They have not "directly" addressed that concern or even offered an apologyMoreover, they seem to have added more dishonestyTheir response to the Revdex.com indicates that they did finally call me on 04/and 04/with no response from meThey replied to you on 04/25/Since I've been in the hospital- due to my disability- I and can verify on my phone that they called and left a message for me on 04/Unfortunately, there is no record of any incoming call on my phone for the rest of April, much less "the 24th" when they say they calledSo their sentence reply appears to be dishonestThat seems to confirm a lack of veracity or truth-telling from at least management employees within FirestoneI regret not being able to have their mechanics work on my car anymore, however, as good as they've been "mechanically" at the stores that I've had service my car, I can no longer trust the "management" to be honest with informationAnd as I had mentioned to *** when he kept trying to upsell me with their credit card, 'since I have become disabled over the past months, including being homeless for several of those months, every decision I make is amplified, because every cent is meaningful toward meeting my basic needs'As far as I'm concerned, the "deceptive practice" complaint has been resolved, since their dishonest reply seems to validate my concern
Final Business Response /* (4000, 20, 2015/05/04) */
The only reason the light came on was because when we did the repairs we had to unplug sensorsThat is why we had the customer drive the vehcile to reset the montiors and clear the codesWe never suggested or quoted any further repairs
Initial Business Response /* (1000, 5, 2015/07/27) */
Contacted the customer last week and closed out the case through BXM
$refund on CFNA and a $check
Thank you,
Sam
We apologize that these tires are not to your satisfactionUnfortunately, the buy and try period has expired on these tires but management would like to see if there is another way we can assist youPlease email us at ***@bfrc.com with your case number (***) and any requests for resolution
you may have for management's review
Initial Business Response /* (1000, 18, 2015/09/09) */
This was forwarded to the Region Manager for resolutionI am waiting to hear back on how it's been resolved
Initial Business Response /* (1000, 5, 2015/07/24) */
This was solved about a month ago and we did all of the repairs for the customers as she askedI submitted what we did to Michael *** the Region Office Manager on July 2ndBelow is what I sent to him
We clean lube, & adjusted her
rear brakes, warrantied the front rotors, replace left rear wheel stud & lug nut, & replaced her right front brake hose all at no chargeWe adjusted her rear tires out at $a piece, she complained about them cracking she is aware they were years old
- Tom ***
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 store refunded the customer $to resolve the complaintWe apologize for the situationThank you for giving us the opportunity to resolve this matter
Initial Business Response /* (1000, 6, 2015/08/19) */
Contact Name and Title: Rich *** - Area Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bfrc.com
Verified that customer was issued a refund in the amount of $via check on 7/10/from Consumer AffairsIssue has been
resolved
Initial Consumer Rebuttal /* (2000, 8, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This was resolved last year , I don't know why it was brought back up
We apologize for any shipping errorsA replacement check has been issued at this time
This case was investigated by our claims department and the customer was reimbursed $to resolve this matterThank you for giving us the opportunity to be of service
Tires were suggested because the tread depth was between and 5/32" and the manager gave her a pro-rated price to replace based on the warranty. He made it very clear that the tires are not unsafe but for the best performance, should be replaced soon (new tires start with approx
11/32")The warranty only covers the tires until 2/32". Since 2014, Ms*** has purchased a battery for $(2/11/14) despite documented proof that her battery did not require replacement and we did not recommend it. She insisted we replaced the battery. On June 28th, 2014, the engine light came on and the store replaced oxygen sensors for a total of $429.99. February 10th 2015, the battery was tested and was replaced at no charge under warranty despite the test showing the battery was good and was still producing of CCA. On February 24th, 2015, Ms*** requested the replacement of her headlights even though they were working at the time for a total of $35.28. The battery was replaced again at no charge on January 8th and again the test results were good and no replacement was required. During that visit, we gave Ms*** an estimate of $to replace a lock cylinder but did not charge to diagnose the problem. The estimate was given assuming the cylinder was the problem but we would have to remove the door panel to confirm that was the correct fix. The charge to remove the door panel to confirm the repair would have been around $50 but she declined. We did inform Ms*** that if we replace the lock cylinder a different key would be required to operate the door unless a locksmith would re-key the cylinder. Again, there was no charge for the diagnostic and we could not confirm the correct repair until the door was removed. As you can see, the store has been more than accommodating and replaced the battery several times at no charge although based on the test results, replacement was not required. We have never attempted to sell anything that was not needed, in fact, we attempted to discourage her from spending money on items that were currently working. Ms*** spent a total of $over the last years and is not entitled to a refund for services that were never performed. The store has tried to work with her, performed several services for free and goes above and beyond every time she would visit the store. The accusations from Ms*** are unfounded and we have documentation to prove our position
Initial Business Response /* (1000, 18, 2015/09/04) */
The claims dept handled this issue and settled matter with this customerThe damage was found not to be caused by the store but a settlement of $was made
As of 01/15/16, the Area Manager has indicated that the store refunded the customer to resolve this complaint
Initial Business Response /* (1000, 7, 2015/07/07) */
Per the Area Manager, *** *** documented the below resolution for this case:
I spoke to the boss at length and negotiated a fair resolutionThe boss made an appointment at the dealer to confirm our recommendationsFriday 6/the
boss had the inspection performedWe spoke about the findings and agreed to have the recommended repairs completed at a sister store(XXXXXX) The repairs were done that evening and the vehicle was returned to the boss on Saturday 6/We provided a rental for the boss and also reimbursed him for the inspection charge from the dealerI spoke to the boss on 6/to confirm the vehicle was repaired to his satisfaction and that we are able to retain him as a loyal bossHe thanked me for handling the situation and stated his trust in Firestone is restored
Initial Consumer Rebuttal /* (2000, 9, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A good resolution to a bad situation probably leaves me with some leeway to give Firestone a second chance in my attempt to regain my confidence...time shall tell
I had a conversation with the Store Manager Dustin *** on 2-Dustin informed me he had a detailed conversation with the mother who owns this vehicleDustin will again attempt to contact this customer bfore submitting this case to our company's 3rd party claims investigatorThere seems to be some mis-communication concerning the nature of this claim and we want to do whatever we can to assist in resolving. Thank You,John ***Region Manager
We apologize that your coupon was not honored during your visit to Firestone Complete Auto Care and for any unprofessional service you receivedManagement has addressed this with our Store Teammates and at this time a credit to your *** card has been issuedPlease message us at ***@bfrc.com if
the credit does not reflect in your account within 3-business days
Initial Business Response /* (1000, 5, 2015/10/07) */
Contact Name and Title: Kevin ***
Contact Email: ***@bfrc.com
See below email sent to the customer offering a credit:
Hello Mr***,
I received a copy of your Revdex.com complaintCould you please provide me with a copy of your receipt
so that I can issue you the $credit?
Thank you for your time
Kevin ***
Initial Business Response /* (1000, 6, 2015/07/29) */
Contact Name and Title: Michelle Office Mgr
Area Manager Jason *** and Theresa *** spoke and came to an agreement of a refund of We have requested a check in the amount of 665.66, and usually takes - business days to
receive
Initial Consumer Rebuttal /* (2000, 8, 2015/08/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Firestone agreed to refund $and I accepted