We understand and apologize if this request for supporting documentation comes as any inconvenience to youTherefore, should a 3rd party shop identify any related errors with the services performed by Firestone, management will fully reimburse you for the diagnostic fee
We apologize for any inconvenience this continued A/C issue may have caused youManagement was alerted of your concerns and per your suggested resolution, the payment needed at your dealership has been provided as of 4/25/Please feel free to reach out to us at [email protected] should you have
any additional concerns
We apologize for any inconvenience this matter may have causedOur records indicate that management has been in contact since receiving these concerns and the vehicle has been repaired to your satisfaction as of 5/5/1*Please reach back out to Field Management should you have any additional
concerns with the oil change performed
Thank you for alerting us of your concerns so that this matter can be properly addressedA formal case was created upon receipt of your concernsAt this time, our records indicate that both Area and Region Managers have attempted to reach out to discuss this matter furtherPlease contact
management directly at your earliest convenience at: ***
Thank you for taking the time to reach out to us again and for being so patientPlease review your email as I have confirmed management has reached out today to help resolve this matter
This complaint was sent to the Area Manager to review/resolve with customerAs of 11/20/15, he indicated in our internal system that he:"TALKED TO CUSTOMER AND THEY TOOK CAR TO THEIR MECHANIC WHO FOUND THE RADIATOR TO BE CRACKED AND ALSO THE OVERFLOW TANKREPAIRED BOTH AND IS GOING TO DRIVE TO SEE
IF ANY FURTHER ISSUESCUSTOMER IS GOING TO E-MAIL ME INVOICE AND I WILL REIMBURSE FOR COST OF REPLACEMENT."-Per the Area Manager, Nicholas ***
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,
Ann ***
Initial Business Response /* (1000, 5, 2015/10/01) */
My name is Shaun ***, I am the Area Manager for the store that this complaint was sent toI have reached out to the customer several time with no response backShe is requesting for the original paper work backI am unable to do this because
of record keepingThe work order was voided out and there is no money owed to us
Thank you for reaching out so that we can ensure your A/C system is operating to your satisfactionOur records indicate that as of 3/23/the vehicle was repaired again under warranty and the A/C is now operating as designedPlease reach back out to Store Management should you have any additional
concerns with the A/C services
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, 17, 2015/05/25) */
Contact Name and Title: *** ***
Contact Phone: Area Manager
Contact Email: ***@bfrc.com
We contacted customer to resolve this issueDiscussed issue with the customer and explained that there was never any "sabotoge to his tire or his
vehicleThe tire repair that the location performed was a corrct and an industry standard repairHowever, if he was not satisfied we would refund the money he spent at the location, the customer agreedWe then issued a refund to the customer for $in cash that his wife collected the cash from the locationAfter that he called back to corporate and stated he was still not satisfied and requested a refund for the repaired tireCorporate issued a refund to the customer for the tire as a customer satisfaction goodwill resoloutionPlease close this fileThank you for your assisatance
Initial Consumer Rebuttal /* (2000, 19, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Glad that this got resolved! Great job folksstars to *** *** and *** ***
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
From: *** D [mailto:***.***@ymail.com] Sent: Saturday, March 04, 2:AM To: ***@bfrc.com Cc: Customer Relations Subject: RE MESSAGE FROM BUSINESS: Revdex.com ID ***Bridgestone Retail Operations, LLC Bridgestone Retail Operations, LLC Thank you for reimbursing me for the unfortunate incident that occurred on February 4, in which Firestone Hollywood, botched a routine headlight check and turned one hour into five, costing me $350, and hindering my ability to drive my vehicle for the next two 2 evenings I have cars and have relied on Firestone for the past years for tires, brakes and oil changesThe Hollywood store is in a prime location however the shop has some very concerning practices such as recommending part replacement for perfectly good working parts, such as my *** headlights In your last response you offered further assistance and I would like to take you up on that Which Firestone Locations, between Hollywood 90028 and Beverly Hills 90210, have the highest CS, Customer Service, ratings? I figured the corporate office would track that sort of data and could be helpful in determining whether to continue my relationship with Firestone and the *** Credit Card Looking forward to your response
Sincerely,
*** ***
Thank you for bringing your concerns to our attention as we want to make sure that the brake service performed was to your satisfactionOur records indicate the warranty was fulfilled with a refund of serviceIn addition, all teammates are drug tested as we take matters like vehicle safety very
seriouslyYour concerns with the teammate in question were investigated fully by Field management
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 will accept a full refund for the total amount paid to the business of estimated value 1,At the time of the formal complaint there were also additional pending charges of which has been reconciledThe invoices I am making reference to are #*** dated 1/10/and invoice *** dated 1/9/17.
Sincerely,
*** ***
Initial Business Response /* (1000, 17, 2015/08/15) */
Contact Name and Title: Willy *** District M
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
I sent her a email
Good Morning Darlene,
I got the Revdex.com complaint on your tire install and would like to make this right
Please contact me at your convenience so we can discuss resolutionI appreciate it
Thank you
Willy ***
Simi Valley Area Manager
Southern Ca / Hawaii
Bridgestone Retail Operations
XXXXX ** *** *** *** ***
Laguna Hills, CA
Cell: XXX-XXX-XXXX Fax: XXX-XXX-XXXX
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 alerting us of your concerns with the Primewell tires installed on your vehicle so that we have a better opportunity to find the root cause of this issueAt this time, Field Management is reporting that the remaining two tires have been replaced as customer satisfactionAny medical
related claims should be immediately reported to our Tire Technical office at: 866-488-for assistance
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 claims department to resolveThe case notes indicate a settlement check was sent to you for $to resolve this matter.Again, we apologize for any inconvenience and we hope we have resolved this matter to your satisfaction
Initial Business Response /* (1000, 23, 2015/09/09) */
This has been forwarded to the Area Manager for further review/resolutionCase # to ref is XXXXXXX
I just heard back from the Area ManagerSince we are no longer able to re-inspect the vehicle since she already traded it in, we will offer half of the control arms back as customer satisfaction, so $Please let me know if the customer accepts and then I can process the check
We understand and apologize if this request for supporting documentation comes as any inconvenience to youTherefore, should a 3rd party shop identify any related errors with the services performed by Firestone, management will fully reimburse you for the diagnostic fee
We apologize for any inconvenience this continued A/C issue may have caused youManagement was alerted of your concerns and per your suggested resolution, the payment needed at your dealership has been provided as of 4/25/Please feel free to reach out to us at [email protected] should you have
any additional concerns
We apologize for any inconvenience this matter may have causedOur records indicate that management has been in contact since receiving these concerns and the vehicle has been repaired to your satisfaction as of 5/5/1*Please reach back out to Field Management should you have any additional
concerns with the oil change performed
Thank you for alerting us of your concerns so that this matter can be properly addressedA formal case was created upon receipt of your concernsAt this time, our records indicate that both Area and Region Managers have attempted to reach out to discuss this matter furtherPlease contact
management directly at your earliest convenience at: ***
Thank you for taking the time to reach out to us again and for being so patientPlease review your email as I have confirmed management has reached out today to help resolve this matter
This complaint was sent to the Area Manager to review/resolve with customerAs of 11/20/15, he indicated in our internal system that he:"TALKED TO CUSTOMER AND THEY TOOK CAR TO THEIR MECHANIC WHO FOUND THE RADIATOR TO BE CRACKED AND ALSO THE OVERFLOW TANKREPAIRED BOTH AND IS GOING TO DRIVE TO SEE
IF ANY FURTHER ISSUESCUSTOMER IS GOING TO E-MAIL ME INVOICE AND I WILL REIMBURSE FOR COST OF REPLACEMENT."-Per the Area Manager, Nicholas ***
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,
Ann ***
Initial Business Response /* (1000, 5, 2015/10/01) */
My name is Shaun ***, I am the Area Manager for the store that this complaint was sent toI have reached out to the customer several time with no response backShe is requesting for the original paper work backI am unable to do this because
of record keepingThe work order was voided out and there is no money owed to us
Thank you for reaching out so that we can ensure your A/C system is operating to your satisfactionOur records indicate that as of 3/23/the vehicle was repaired again under warranty and the A/C is now operating as designedPlease reach back out to Store Management should you have any additional
concerns with the A/C services
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, 17, 2015/05/25) */
Contact Name and Title: *** ***
Contact Phone: Area Manager
Contact Email: ***@bfrc.com
We contacted customer to resolve this issueDiscussed issue with the customer and explained that there was never any "sabotoge to his tire or his
vehicleThe tire repair that the location performed was a corrct and an industry standard repairHowever, if he was not satisfied we would refund the money he spent at the location, the customer agreedWe then issued a refund to the customer for $in cash that his wife collected the cash from the locationAfter that he called back to corporate and stated he was still not satisfied and requested a refund for the repaired tireCorporate issued a refund to the customer for the tire as a customer satisfaction goodwill resoloutionPlease close this fileThank you for your assisatance
Initial Consumer Rebuttal /* (2000, 19, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Glad that this got resolved! Great job folksstars to *** *** and *** ***
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
From: *** D [mailto:***.***@ymail.com] Sent: Saturday, March 04, 2:AM To: ***@bfrc.com Cc: Customer Relations Subject: RE MESSAGE FROM BUSINESS: Revdex.com ID ***Bridgestone Retail Operations, LLC Bridgestone Retail Operations, LLC Thank you for reimbursing me for the unfortunate incident that occurred on February 4, in which Firestone Hollywood, botched a routine headlight check and turned one hour into five, costing me $350, and hindering my ability to drive my vehicle for the next two 2 evenings I have cars and have relied on Firestone for the past years for tires, brakes and oil changesThe Hollywood store is in a prime location however the shop has some very concerning practices such as recommending part replacement for perfectly good working parts, such as my *** headlights In your last response you offered further assistance and I would like to take you up on that Which Firestone Locations, between Hollywood 90028 and Beverly Hills 90210, have the highest CS, Customer Service, ratings? I figured the corporate office would track that sort of data and could be helpful in determining whether to continue my relationship with Firestone and the *** Credit Card Looking forward to your response
Sincerely,
*** ***
Thank you for bringing your concerns to our attention as we want to make sure that the brake service performed was to your satisfactionOur records indicate the warranty was fulfilled with a refund of serviceIn addition, all teammates are drug tested as we take matters like vehicle safety very
seriouslyYour concerns with the teammate in question were investigated fully by Field management
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 will accept a full refund for the total amount paid to the business of estimated value 1,At the time of the formal complaint there were also additional pending charges of which has been reconciledThe invoices I am making reference to are #*** dated 1/10/and invoice *** dated 1/9/17.
Sincerely,
*** ***
Initial Business Response /* (1000, 17, 2015/08/15) */
Contact Name and Title: Willy *** District M
Contact Phone: XXXXXXXXXX
Contact Email: ***@bfrc.com
I sent her a email
Good Morning Darlene,
I got the Revdex.com complaint on your tire install and would like to make this right
Please contact me at your convenience so we can discuss resolutionI appreciate it
Thank you
Willy ***
Simi Valley Area Manager
Southern Ca / Hawaii
Bridgestone Retail Operations
XXXXX ** *** *** *** ***
Laguna Hills, CA
Cell: XXX-XXX-XXXX Fax: XXX-XXX-XXXX
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 alerting us of your concerns with the Primewell tires installed on your vehicle so that we have a better opportunity to find the root cause of this issueAt this time, Field Management is reporting that the remaining two tires have been replaced as customer satisfactionAny medical
related claims should be immediately reported to our Tire Technical office at: 866-488-for assistance
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 claims department to resolveThe case notes indicate a settlement check was sent to you for $to resolve this matter.Again, we apologize for any inconvenience and we hope we have resolved this matter to your satisfaction
Initial Business Response /* (1000, 23, 2015/09/09) */
This has been forwarded to the Area Manager for further review/resolutionCase # to ref is XXXXXXX
I just heard back from the Area ManagerSince we are no longer able to re-inspect the vehicle since she already traded it in, we will offer half of the control arms back as customer satisfaction, so $Please let me know if the customer accepts and then I can process the check