Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and although I feel the resolution was not equitable or satisfactory, I have no other choice but to accept the resolution
Sincerely,
*** ***
We apologize if any pricing changes were not properly communicated to you prior to serviceIn an effort to help make things right, our records indicate field management has been in contact and the price has been adjusted per your request
Initial Business Response /* (1000, 5, 2015/10/07) */
This is being investigated by our corporate office and I will update the Revdex.com with the resolution/outcome as soon as the investigation is completeThank you
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated
he/she DID NOT accept the response from the business.)
This business has had plenty of time to investigate and make changesThere is no place for dishonesty in business, this should have been dealt with in a accelerated timelineThis tells the former customer,myself that there is a lack of disregard for customers!
There has only been one part of my request that has been dealt with to this point, my money has been returned to meThey still have not addressed the issue that there are thiefs working for this businessThere has been nothing done about the practice of selling customers things they do not needThere is more than one complaint against this company for this practiceThese employees learned this dishonesty from one of their leaders,as team do not fail,leaders doWho are the people who showed these employees this practice?
Final Business Response /* (4000, 10, 2015/10/13) */
We responded to this on 10/and I do not see any more info from the customer since 10/
Final Consumer Response /* (4200, 12, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This business has refunded my money and made a management change,this is two thirds of the resolutionI want the mechanic that was allowed to be dishonest twice with two different estimates terminated from employment
I took the car to another Tires Plus location and they did the alignment with no problem and no partsMaybe the general manager can explain in writing how this happened, because I have talked to several other customers from this store and others who have had the same experience, but the lack of automotive knowledge unlike myselfThis is the practice at Tires Plus to upswell things people do not need and I want this stopped so that no other consumer is taken advantage of by this company
As far as I'm concerned their response is not even a response.The big question is what have you done to fix the problem that is well known with many consumers?
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 and the Area Manager or Store Manager should be following up with you to discuss a solutionWe were informed that they did offer to have the State Police review their recommendations
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 he is the process of determining a proper resolution to this matter and will work with you directly
Thank you for reaching out so that management can investigate your concerns furtherManagement has reviewed the additional services performed at your third-party shop and reached out to you via email to discuss this matter furtherPlease reach back out to management should you have any additional
questions regarding their findings
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,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11693920, and find that this resolution is satisfactory to me
Sincerely,
Charles ***
We apologize for the unfortunate experience at our *** locationOnce we received your concerns we were able to contact management to help ensure this matter is resolved to your satisfactionOur records indicate that Field Management has been in contact and the diagnostic has been refunded per
your requestPlease reach back out to Field Management should there be anything else we can assist you with
We understand the importance of a proper oil change and the ramifications that come from a lack of oil in the vehicleTherefore, a formal claims case has been created (claim#***) and a claims advisor has been assigned to your case for investigationOur file currently indicates that an email
has been sent to gather additional informationPlease respond to the aforementioned email at your earliest convenience so that we may expedite this investigation as quickly as possible
Initial Business Response /* (1000, 13, 2015/02/24) */
The customer signed a release agreement and the claim was settled for the amount of $as customer satisfactionThe issue has been resolved and customer is satisfied
Initial Business Response /* (1000, 20, 2015/08/24) */
The Area Manager, Luke ***, has called and left message for the custmoer to call back and has not received a returned callLuke can be reached at ***
Thank you for alerting us of your concerns with this recent tire purchaseAccording to our case file, Store Management has issued a credit as customer satisfaction per your requestWe encourage purchasing our Road Hazard protection for any future tire purchases which covers damages to the tires
caused by road debris/hazards
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 resolveSomeone should be following up with you to discuss and rectify this matter
We understand it is your assertion that the current oil leaks found in your vehicle were either caused or related to a previous oil change service at Firestone Complete Auto CareHowever, based on a third-party inspection of the current damage, no evidence was found linking the current vehicle
issues to the previous oil change serviceThe following was reported by Southwest Inspections: THE ENGINE OIL IS FULL AND CLEAN, WITH A RECENT STP OIL FILTER INSTALLED, BUT THE DECAL ON THE OIL FILTER IS SHRUNKEN/DISTORTED, WHICH COMMONLY HAPPENS WHEN THE ENGINE HAS BEEN RUN HOT, OR OVERHEATEDTHE RADIATOR WAS EMPTY, AND HAD NO COOLANT PRESENTTHERE WERE VISIBLE, ACTIVE COOLANT LEAKS, FROM THE THERMOSTAT HOUSING PRESENTTHE ENGINE STARTS AND RUNS, BUT HAS A "RATTLE" NOISE FROM THE TIMING BELT TENSIONER, AND A SEVERE ACTIVE OIL LEAK, FROM THE REAR CYLINDER HEAD, LEFT SIDE CAM PLATE/SEAL, DRIPPING DOWN ONTO THE REAR OF THE ENGINE, AND ONTO THE TRANSTHE TRANS, BACK OF THE ENGINE, AND SUB-FRAME WERE COVERED IN FRESH OILTHE DRAIN PLUG IS TIGHT, WITH DRIPS PRESENT, AND THE OIL FILTER IS TIGHT, WITH NO VISIBLE LEAKS PRESENTTHERE WAS NO EVIDENCE OF OIL CONTACTING THE UNDER HOOD LINER, OR ANY OF THE ENGINE COMPONENTS IN THE AREA OF THE OIL FILL CAP, THAT WOULD INDICATE THAT THE OIL FILL CAP WAS LEFT OFF AFTER SERVICETHERE WAS NO EVIDENCE OF CLEANING IN THE AREA OF THE OIL FILL CAPNO OTHER FAILURES WERE NOTED OR DEMONSTRATED CAUSE OF FAILURE: TIME AND MILES SEALING FAILURE OF THE REAR CYLINDER HEAD LS CAM PLATE GASKET/SEAL, RESULTING IN A SEVERE OIL LEAKNO SIGNS OF IMPROPER REPAIR BY THE FIRESTONE LOCATION AT THIS TIME
Initial Business Response /* (1000, 26, 2015/09/04) */
The store has agreed to refund customer, but can not reach the customer as of 09/01/by area manager
We apologize for the situation and the confusion on the invoicesThe first invoice was input wrong on the labor sectionThe part was the front right, but the labor that was selected was labor for the "front left." Due to our incorrect invoicing and for causing the confusion, we will offer to
refund the customer the requested amount of $We will process a check to be sent via *** and she will have it tomorrowOnce again, we apologize
Initial Business Response /* (1000, 20, 2015/09/09) */
Area Manager Jason *** stated in 01/15:
I SPOKE WITH JON ON THE MORNING OF THE 8THI APOLOGIZED AND OFFERRED HIM A FREE OIL CHANGEWHEN HE IS READY HE IS GOING TO GIVE ME A CALL
Initial Business Response /* (1000, 23, 2015/09/09) */
The Area Manager reached out to the customer and his message was not returnedRef case # XXXXXXX
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and although I feel the resolution was not equitable or satisfactory, I have no other choice but to accept the resolution
Sincerely,
*** ***
We apologize if any pricing changes were not properly communicated to you prior to serviceIn an effort to help make things right, our records indicate field management has been in contact and the price has been adjusted per your request
We apologize for any delay in the claims processAt this time we understand that the matter has been fully resolved with a signed mutual agreement
Initial Business Response /* (1000, 5, 2015/10/07) */
This is being investigated by our corporate office and I will update the Revdex.com with the resolution/outcome as soon as the investigation is completeThank you
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated
he/she DID NOT accept the response from the business.)
This business has had plenty of time to investigate and make changesThere is no place for dishonesty in business, this should have been dealt with in a accelerated timelineThis tells the former customer,myself that there is a lack of disregard for customers!
There has only been one part of my request that has been dealt with to this point, my money has been returned to meThey still have not addressed the issue that there are thiefs working for this businessThere has been nothing done about the practice of selling customers things they do not needThere is more than one complaint against this company for this practiceThese employees learned this dishonesty from one of their leaders,as team do not fail,leaders doWho are the people who showed these employees this practice?
Final Business Response /* (4000, 10, 2015/10/13) */
We responded to this on 10/and I do not see any more info from the customer since 10/
Final Consumer Response /* (4200, 12, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This business has refunded my money and made a management change,this is two thirds of the resolutionI want the mechanic that was allowed to be dishonest twice with two different estimates terminated from employment
I took the car to another Tires Plus location and they did the alignment with no problem and no partsMaybe the general manager can explain in writing how this happened, because I have talked to several other customers from this store and others who have had the same experience, but the lack of automotive knowledge unlike myselfThis is the practice at Tires Plus to upswell things people do not need and I want this stopped so that no other consumer is taken advantage of by this company
As far as I'm concerned their response is not even a response.The big question is what have you done to fix the problem that is well known with many consumers?
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 and the Area Manager or Store Manager should be following up with you to discuss a solutionWe were informed that they did offer to have the State Police review their recommendations
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 he is the process of determining a proper resolution to this matter and will work with you directly
Thank you for reaching out so that management can investigate your concerns furtherManagement has reviewed the additional services performed at your third-party shop and reached out to you via email to discuss this matter furtherPlease reach back out to management should you have any additional
questions regarding their findings
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,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11693920, and find that this resolution is satisfactory to me
Sincerely,
Charles ***
We apologize for the unfortunate experience at our *** locationOnce we received your concerns we were able to contact management to help ensure this matter is resolved to your satisfactionOur records indicate that Field Management has been in contact and the diagnostic has been refunded per
your requestPlease reach back out to Field Management should there be anything else we can assist you with
We understand the importance of a proper oil change and the ramifications that come from a lack of oil in the vehicleTherefore, a formal claims case has been created (claim#***) and a claims advisor has been assigned to your case for investigationOur file currently indicates that an email
has been sent to gather additional informationPlease respond to the aforementioned email at your earliest convenience so that we may expedite this investigation as quickly as possible
Initial Business Response /* (1000, 13, 2015/02/24) */
The customer signed a release agreement and the claim was settled for the amount of $as customer satisfactionThe issue has been resolved and customer is satisfied
Initial Business Response /* (1000, 20, 2015/08/24) */
The Area Manager, Luke ***, has called and left message for the custmoer to call back and has not received a returned callLuke can be reached at ***
Thank you for alerting us of your concerns with this recent tire purchaseAccording to our case file, Store Management has issued a credit as customer satisfaction per your requestWe encourage purchasing our Road Hazard protection for any future tire purchases which covers damages to the tires
caused by road debris/hazards
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 resolveSomeone should be following up with you to discuss and rectify this matter
We understand it is your assertion that the current oil leaks found in your vehicle were either caused or related to a previous oil change service at Firestone Complete Auto CareHowever, based on a third-party inspection of the current damage, no evidence was found linking the current vehicle
issues to the previous oil change serviceThe following was reported by Southwest Inspections: THE ENGINE OIL IS FULL AND CLEAN, WITH A RECENT STP OIL FILTER INSTALLED, BUT THE DECAL ON THE OIL FILTER IS SHRUNKEN/DISTORTED, WHICH COMMONLY HAPPENS WHEN THE ENGINE HAS BEEN RUN HOT, OR OVERHEATEDTHE RADIATOR WAS EMPTY, AND HAD NO COOLANT PRESENTTHERE WERE VISIBLE, ACTIVE COOLANT LEAKS, FROM THE THERMOSTAT HOUSING PRESENTTHE ENGINE STARTS AND RUNS, BUT HAS A "RATTLE" NOISE FROM THE TIMING BELT TENSIONER, AND A SEVERE ACTIVE OIL LEAK, FROM THE REAR CYLINDER HEAD, LEFT SIDE CAM PLATE/SEAL, DRIPPING DOWN ONTO THE REAR OF THE ENGINE, AND ONTO THE TRANSTHE TRANS, BACK OF THE ENGINE, AND SUB-FRAME WERE COVERED IN FRESH OILTHE DRAIN PLUG IS TIGHT, WITH DRIPS PRESENT, AND THE OIL FILTER IS TIGHT, WITH NO VISIBLE LEAKS PRESENTTHERE WAS NO EVIDENCE OF OIL CONTACTING THE UNDER HOOD LINER, OR ANY OF THE ENGINE COMPONENTS IN THE AREA OF THE OIL FILL CAP, THAT WOULD INDICATE THAT THE OIL FILL CAP WAS LEFT OFF AFTER SERVICETHERE WAS NO EVIDENCE OF CLEANING IN THE AREA OF THE OIL FILL CAPNO OTHER FAILURES WERE NOTED OR DEMONSTRATED CAUSE OF FAILURE: TIME AND MILES SEALING FAILURE OF THE REAR CYLINDER HEAD LS CAM PLATE GASKET/SEAL, RESULTING IN A SEVERE OIL LEAKNO SIGNS OF IMPROPER REPAIR BY THE FIRESTONE LOCATION AT THIS TIME
Initial Business Response /* (1000, 26, 2015/09/04) */
The store has agreed to refund customer, but can not reach the customer as of 09/01/by area manager
We apologize for the situation and the confusion on the invoicesThe first invoice was input wrong on the labor sectionThe part was the front right, but the labor that was selected was labor for the "front left." Due to our incorrect invoicing and for causing the confusion, we will offer to
refund the customer the requested amount of $We will process a check to be sent via *** and she will have it tomorrowOnce again, we apologize
Initial Business Response /* (1000, 20, 2015/09/09) */
Area Manager Jason *** stated in 01/15:
I SPOKE WITH JON ON THE MORNING OF THE 8THI APOLOGIZED AND OFFERRED HIM A FREE OIL CHANGEWHEN HE IS READY HE IS GOING TO GIVE ME A CALL