Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11150980, and find that this resolution is satisfactory to meWhen will the refund be credited? and for what amount will the refund/credit to the account be?
Sincerely,
Mike ***
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 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 resolveAfter further review, the Area Manager indicates that the issue was due to a damaged drain plug and the store has fixed the problem to resolve the complaint. Again, we apologize for the trouble this issue has caused and we hope to see you back in the future!
We apologize for this unfortunate situation and would like to help ensure that the root cause of the 3rd-gear failure is determinedTo better help investigate this matter, a formal file has been created (file#***) and a claims specialist will be assigned and in contact with you directly to
discuss the next steps
Thank you for these additional detailsOur claims department will be reviewing your file again with the assigned fleet manager for additional consideration
Complaint:
I am
rejecting this response because: The whole purpose of my visit was for them to remove the wheel lock from the car they failed to do that and kick me out of the store saying that they told me that this would happen I immediately went outside and took a picture of what they did to my carThe photo includes date and time along with GPS location Because they do not honor or stand by the work they perform I am forced to take it to courtI will contact a lawyer, I have plenty of proof and a very strong caseI really hoped they would do the honorable thing and take care of their mistakesClearly they do not care about their reputationAll I want is for them to fix their mistake Their response is ridiculous absurd and completely unacceptable.
Sincerely,
Anthony ***
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, 2015/10/09) */
Store manager is reaching out to the customer and will offer a refund back on the customers visa which was used for the repair
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like to thank *** *** and *** *** for their attention to this matter
Sincerely,
*** ***
Thank you for alerting us of your concerns with the advertised couponWe apologize for any confusion it may have causedOur records indicate management has been in contact with you and the tires in question have been installed at the honored ratePlease feel free to reach back out to management
should you have any additional questions
Thank you for bringing your concerns to our attentionAfter receiving your complaint, we reached out to our CFNA account group that verified the issueUnfortunately, in there were months of missed paymentsCFNA must abide by the rules and they do not correct credit bureau’s unless it
is a company error or extenuating circumstances (maybe late but not 4)
The Area Manager and the customer are working on a resolution I will update you as soon as I receive the details on how it was resolved. We received the below additional
information from the business for your review please respond on line whether you accept or reject the response;Hi ***, I received some information on our end regarding this complaintThe Area Manager received these details from the store location: “Customer drove vehicle into the shop in the morning (Wednesday) with his 4-ways on because on the way into the shop something ended up giving outWe pushed the car into the shop because it wouldn't moveLooked at the vehicle and determined that the clutch was broken and needed repaired at this point I called around for the pricing to call the customerCalled the customer with the price of the clutch job and informed him that if everything goes smooth and nothing else is needed this is the price and it would be finished by end of the day for him to pick upHe approved the work and I told him I would give him a call once everything is finished up for himOnce we removed the transmission and took the clutch out we noticed the clutch fork had a large crack on both sidesGood news here is all it would need is a new clutch fork no other internal damage was caused from thisCalled around nobody could get the part so last resort called the dealer to find the part from them luckily they could get it but the part wouldn't be in until Friday so I ordered it from themCalled the customer to let them know what is going on that we ran into and issue so he knew with plenty of time to make arrangements if needed and to give him an update on the costAt this point he asked if he can find the part if we can use it and I told him if he can find something that I can I would use it so he wouldn't be stranded a car and I would rather have that car finished up today to get my bay freeI got a call back that he found one and had to go drive and pick it up and I said that's fine just bring it in and we will go from thereWell he brought a used part in that was rusted way past anyone should use so Melanie my sales teammate informed him that we can't use the part in its conditionI called the customer to inform him of this issue and he agreed its not worth putting a part that could cause an issue with the new parts were putting in and this is why we don't use any kind of used partsAt this point everything was good and informed him that soon as the part comes in tomorrow (Friday) that we will get the car done just depends when they deliver it to usHe was fine with everything at this point but than I guess later he called around trying to find the Clutch Fork and said he could find it from *** and that it was in stock for half the priceI told him that when I called around nobody could even get me the part in a decent time frame and also it needed the nylon ball & clip that was on the end of the Clutch Fork that comes extra since that part was melted onto the old Clutch ForkI did discount the Clutch Fork from the dealer to help him out since the price was differentVehicle was finished on Friday night by the technician and test driven with no issues at that timeI don't think any of my teammates would have told the customer only that technician could look at the car anyone of my guys could check the car out to see what's going and I don't recall getting any calls about the car having any issues first I heard about it was when the complaint came through and I tried calling himWith the car being slow I can't account for how the car drove before since we had to push the vehicle into the shop since it barely would move when it came in. My technician was off the next two days but was willing to change the days around to get his car done if that part would have been correctI did try to make contact with him and finally did get a chance to talk to him but he explained that he didn't have time to talk and would call me backNever heard back from him tried to call the customer a few other times but always went unanswered.” In conclusion, we are willing to send the customer $worth of value vouchers due to the confusion and misunderstandingsWe apologize for this experience and we would love the opportunity to regain his faithThese value vouchers can be used at any of our corporate owned locations nationwide. Thank you,
Thank you for bringing these concerns to our attention and giving us the opportunity to resolve this matter.The Area Manager indicates that this has been resolved with Mr***. We are going to refund the tire he purchased at store *** since we lost his old tireFrancisco (AM for DLFW) is
going to call him to make him an appointment to get the correct tires installed at store ***The customer is satisfied with the resolution
Thank you for reaching out so that local management is able to help make things rightAfter speaking with management about your case, we have been informed that the vehicle was repaired to your satisfaction at no-charge recentlyThank you again for giving us another chance to resolve this
matter
Initial Business Response /* (1000, 6, 2015/10/06) */
An internal case is being set up and the Area Manager will review/contact customer
Initial Consumer Rebuttal /* (3000, 8, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firestone has not
contacted me for any resolutionAt this time I feel there will be no settlement on their part and if I do not hear from them within a timely manner, I shall proceed with court filings
Final Business Response /* (4000, 10, 2015/10/15) */
Per the area manager, the customer will be receiving a refund of $to resolve this matter
Final Consumer Response /* (2000, 12, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We apologize that this service was not to your satisfactionOur file indicates management has recently been in contact and this matter has been resolved to your satisfactionPlease reach back out to field management should you have any additional questions or concerns
Initial Business Response /* (1000, 5, 2015/10/12) */
Per the Area Manager, Luke ***:
CALLED GUEST AND LISTENED TO HER STATEMENTWE ARE GIVING HER FREE TIRESSHE WILL BE COMING IN MONDAY FOR WORK TO BE DONEGUEST IS HAPPY WITH THIS RESOLUTION
Initial Consumer Rebuttal /* (3000,
7, 2015/10/13) */
This response was greatTire Plus replaced our tires with new ones that meet our expectations
The manager that contacted me was professional honest and caringWe appreciate him going out of his way to make things right
Final Consumer Response /* (2000, 8, 2015/10/13) */
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11150980, and find that this resolution is satisfactory to meWhen will the refund be credited? and for what amount will the refund/credit to the account be?
Sincerely,
Mike ***
Initial Business Response /* (1000, 19, 2015/10/08) */
An internal case has been set upThe Area Manager will reach out to the customer to review and resolve this matter
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, 5, 2015/10/06) */
Per the Area Manager, they replaced the TPMS sensor at no charge on 09/25/
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 resolveAfter further review, the Area Manager indicates that the issue was due to a damaged drain plug and the store has fixed the problem to resolve the complaint. Again, we apologize for the trouble this issue has caused and we hope to see you back in the future!
We apologize for this unfortunate situation and would like to help ensure that the root cause of the 3rd-gear failure is determinedTo better help investigate this matter, a formal file has been created (file#***) and a claims specialist will be assigned and in contact with you directly to
discuss the next steps
Thank you for these additional detailsOur claims department will be reviewing your file again with the assigned fleet manager for additional consideration
Complaint:
I am
rejecting this response because: The whole purpose of my visit was for them to remove the wheel lock from the car they failed to do that and kick me out of the store saying that they told me that this would happen I immediately went outside and took a picture of what they did to my carThe photo includes date and time along with GPS location Because they do not honor or stand by the work they perform I am forced to take it to courtI will contact a lawyer, I have plenty of proof and a very strong caseI really hoped they would do the honorable thing and take care of their mistakesClearly they do not care about their reputationAll I want is for them to fix their mistake Their response is ridiculous absurd and completely unacceptable.
Sincerely,
Anthony ***
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, 2015/10/09) */
Store manager is reaching out to the customer and will offer a refund back on the customers visa which was used for the repair
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like to thank *** *** and *** *** for their attention to this matter
Sincerely,
*** ***
Thank you for alerting us of your concerns with the advertised couponWe apologize for any confusion it may have causedOur records indicate management has been in contact with you and the tires in question have been installed at the honored ratePlease feel free to reach back out to management
should you have any additional questions
Thank you for bringing your concerns to our attentionAfter receiving your complaint, we reached out to our CFNA account group that verified the issueUnfortunately, in there were months of missed paymentsCFNA must abide by the rules and they do not correct credit bureau’s unless it
is a company error or extenuating circumstances (maybe late but not 4)
The Area Manager and the customer are working on a resolution I will update you as soon as I receive the details on how it was resolved. We received the below additional
information from the business for your review please respond on line whether you accept or reject the response;Hi ***, I received some information on our end regarding this complaintThe Area Manager received these details from the store location: “Customer drove vehicle into the shop in the morning (Wednesday) with his 4-ways on because on the way into the shop something ended up giving outWe pushed the car into the shop because it wouldn't moveLooked at the vehicle and determined that the clutch was broken and needed repaired at this point I called around for the pricing to call the customerCalled the customer with the price of the clutch job and informed him that if everything goes smooth and nothing else is needed this is the price and it would be finished by end of the day for him to pick upHe approved the work and I told him I would give him a call once everything is finished up for himOnce we removed the transmission and took the clutch out we noticed the clutch fork had a large crack on both sidesGood news here is all it would need is a new clutch fork no other internal damage was caused from thisCalled around nobody could get the part so last resort called the dealer to find the part from them luckily they could get it but the part wouldn't be in until Friday so I ordered it from themCalled the customer to let them know what is going on that we ran into and issue so he knew with plenty of time to make arrangements if needed and to give him an update on the costAt this point he asked if he can find the part if we can use it and I told him if he can find something that I can I would use it so he wouldn't be stranded a car and I would rather have that car finished up today to get my bay freeI got a call back that he found one and had to go drive and pick it up and I said that's fine just bring it in and we will go from thereWell he brought a used part in that was rusted way past anyone should use so Melanie my sales teammate informed him that we can't use the part in its conditionI called the customer to inform him of this issue and he agreed its not worth putting a part that could cause an issue with the new parts were putting in and this is why we don't use any kind of used partsAt this point everything was good and informed him that soon as the part comes in tomorrow (Friday) that we will get the car done just depends when they deliver it to usHe was fine with everything at this point but than I guess later he called around trying to find the Clutch Fork and said he could find it from *** and that it was in stock for half the priceI told him that when I called around nobody could even get me the part in a decent time frame and also it needed the nylon ball & clip that was on the end of the Clutch Fork that comes extra since that part was melted onto the old Clutch ForkI did discount the Clutch Fork from the dealer to help him out since the price was differentVehicle was finished on Friday night by the technician and test driven with no issues at that timeI don't think any of my teammates would have told the customer only that technician could look at the car anyone of my guys could check the car out to see what's going and I don't recall getting any calls about the car having any issues first I heard about it was when the complaint came through and I tried calling himWith the car being slow I can't account for how the car drove before since we had to push the vehicle into the shop since it barely would move when it came in. My technician was off the next two days but was willing to change the days around to get his car done if that part would have been correctI did try to make contact with him and finally did get a chance to talk to him but he explained that he didn't have time to talk and would call me backNever heard back from him tried to call the customer a few other times but always went unanswered.” In conclusion, we are willing to send the customer $worth of value vouchers due to the confusion and misunderstandingsWe apologize for this experience and we would love the opportunity to regain his faithThese value vouchers can be used at any of our corporate owned locations nationwide. Thank you,
Thank you for bringing these concerns to our attention and giving us the opportunity to resolve this matter.The Area Manager indicates that this has been resolved with Mr***. We are going to refund the tire he purchased at store *** since we lost his old tireFrancisco (AM for DLFW) is
going to call him to make him an appointment to get the correct tires installed at store ***The customer is satisfied with the resolution
Thank you for reaching out so that local management is able to help make things rightAfter speaking with management about your case, we have been informed that the vehicle was repaired to your satisfaction at no-charge recentlyThank you again for giving us another chance to resolve this
matter
Initial Business Response /* (1000, 6, 2015/10/06) */
An internal case is being set up and the Area Manager will review/contact customer
Initial Consumer Rebuttal /* (3000, 8, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firestone has not
contacted me for any resolutionAt this time I feel there will be no settlement on their part and if I do not hear from them within a timely manner, I shall proceed with court filings
Final Business Response /* (4000, 10, 2015/10/15) */
Per the area manager, the customer will be receiving a refund of $to resolve this matter
Final Consumer Response /* (2000, 12, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We apologize that this service was not to your satisfactionOur file indicates management has recently been in contact and this matter has been resolved to your satisfactionPlease reach back out to field management should you have any additional questions or concerns
Initial Business Response /* (1000, 5, 2015/10/12) */
Per the Area Manager, Luke ***:
CALLED GUEST AND LISTENED TO HER STATEMENTWE ARE GIVING HER FREE TIRESSHE WILL BE COMING IN MONDAY FOR WORK TO BE DONEGUEST IS HAPPY WITH THIS RESOLUTION
Initial Consumer Rebuttal /* (3000,
7, 2015/10/13) */
This response was greatTire Plus replaced our tires with new ones that meet our expectations
The manager that contacted me was professional honest and caringWe appreciate him going out of his way to make things right
Final Consumer Response /* (2000, 8, 2015/10/13) */