Firestone Customer Care?
YORBA LINDA, CALIFORNIA -- I have been using Firestone for all of my tire, and service needs since 1996. They have always been exceptional in service and quality of work. Today however (Saturday 3/18/06) will be my last visit to ANY Firestone service center. I have never been treated so rude and unfairly in my 30 years of business. It will be Firestone's loss (if they care to look up my service history, and how much I have spent at Firestone), as I own my own service oriented business. I will never recommend a Firestone company EVER AGAIN to any of my clientele, and word of mouth is the best advertising there is positive or negative. It will be negative for Firestone in Yorba Linda, CA. from this day forward. Please read the following experience, and ask yourself if you would like to be treated this way:
On Thursday March 10th I called the Yorba Linda Firestone service center to make a Saturday appt. for brake service. I talked to a person named Rod.... I asked Rod to look up my service records to see what kind of brake pads we used at the last brake service (cause I really liked them). Rod was very helpful and identified the pads and also recommenced some better ones, that were not available at the previous service. I also asked Rod if Firestone could supply me with "Power Slot" disc brake rotors (as I know they are superior to standard rotors) Rod agreed and told me that indeed Firestone could supply me with the "Power Slot" rotors (if I needed new ones)... So I made the Saturday 3/18/06 appointment. We started out OK (I was dealing with a service advisor named Jesus) I wanted my alignment done, an oil change and lube job, also wiper blades and the brake job. I asked Jesus about the brake pads, and agreed to pay $276.00 for the front and $180.00 for the rear (these better be really good pads, but I am that kind of person... I like the very best for my car). I also told Jesus that I wanted the "Power Slot" rotors (if I needed new ones). He replied that Firestone stocks them at their warehouse, so if they need to replace mine... they just have to pick them up. I THEN SUGGESTED TO JESUS THAT HE CALL THE WAREHOUSE TO MAKE SURE THAT THEY HAVE THEM IN STOCK, JUST IN CASE. (you see I WANTED "POWER SLOT" ROTORS). Well Jesus said that it was "premature" to call now as we didn't know for sure whether or not I needed new rotors. I AGAIN SUGGESTED THAT HE CONFIRM STOCK at the warehouse, and he just "blew me off" and didn't call. Now I am a very mellow person, that doesn't really get riled up very easily, and I tend to give people the benefit of the doubt (maybe he knew they had the rotors in stock). So he wrote up the service order, and I went outside to wait for my daughter to pick me up. As I waited outside... a tech. went out and (I guess a test drive?). (My car is a supercharged 1995 Mustang Cobra) The tech made a left turn onto Imperial hwy. and I heard him really OPEN IT UP as in PEDAL TO THE METAL.... My daughter showed up as the tech was out thrashing my car, so I asked her to park (I wanted to see the tech return). As we walked by the service bay I heard the tech say to some other employees "this thing really hauls a$$! I think we have some competition here... I just left figuring he was done. I went home to wait for the call from Jesus, to see if I needed new rotors and anything else. About 10:00AM I got the call and of course, I needed new rotors....but gee whiz THE WAREHOUSE DIDN"T HAVE THE "POWER SLOT" ROTORS IN STOCK! . And I... after further discussion with Jesus, I'm not sure the Firestone warehouse even stocks them. NOW THIS IS WHERE THINGS REALLY GOT UGLY... I brought up the fact that Rod had told me that Firestone carried "Power Slot" rotors, and Jesus came back very rude "I DON"T CARE WHAT ROD TOLD YOU!! (Jesus was obviously getting pretty frustrated, but why at me?) I asked him what we are going to do now? I need my car Monday for work, I gave him 2 sources for the Power Slot rotors, and even offered to pick them up. I gave him the ph# for Brother's Performance in Corona, CA.... And Fairway Ford in Placentia CA. Both are known sources of Power Slot. Jesus said he would call, and see if we could work something out. So I went ahead and called Brother's to confirm stock and price...not only did they have stock, they were having a SALE! Jesus called me back and said the ph# that I gave him was no good (A FLAT OUT LIE) I repeated it to him, and he then told me (without making another phone call) that they could not install "aftermarket parts". THESE ARE THE SAME PARTS THAT THEY SAID THEY WERE OUT OF AT THEIR WAREHOUSE!!! WHAT DIFFERENCE DOES IT MAKE WHERE THE PARTS COME FROM, IF THEY ARE THE SAME PARTS. So after a brief argument (I had to have my car back by Monday for work) I told him to go ahead and use the Firestone rotors, these rotors cost more than 2 times what the Power Slot rotors sell for, they are inferior parts....AND ARE NOT THE PARTS I WANTED.
THE FIRESTONE TECH. IS RACING MY CAR... I AM LIED TO AND YELLED AT BY THE SERVICE ADVISOR... I AM NOT NOT GETTING THE PARTS I WAS TOLD THEY HAVE... BUT CANNOT INSTALL. AND I AM NOT GETTING THE PARTS I WANT!!!
I HAVE JUST TALKED TO PETE (THE STORE MANAGER) HE IS NOW TELLING ME THAT THEY NEVER COULD GET, OR INSTALL THE "POWER SLOT ROTORS" I TOLD HIM ABOUT THE TECH RACING MY CAR, THE SERVICE ADVISOR BEING RUDE AND DISHONEST TO ME, AND ABOUT ROD AND JESUS BOTH TELLING ME THAT THEY COULD GET THE POWER SLOT ROTORS BEFORE THEY STARTED WORKING ON MY CAR. HERE IS HIS REPLY:
Mike, Thank you for telling me about the tech racing your car, I cannot have that. Jesus worked really hard trying to locate your rotors (wtf! ???) (he was trying to locate rotors that Firestone doesn't have, ohhh my heart goes out to him.... he should be fired for wasting time!). What do you want me to do about it? (An explanation and apology might help)..... There is more .....But you know, I am wasting my time here ... right now. FIRESTONE ISN'T GOING TO DO ANYTHING ABOUT THIS, IN FACT I'LL PROBABLY HAVE A STROKE IF I GET ANYTHING BESIDES AN AUTOMATED REPLY IN RESPONSE.
$1380.27 FOR BRAKES, ROTORS, ALIGNMENT, AND AN OIL CHANGE/LUBE. shame on me I FEEL LIKE A FOOL. BUT THIS IS THE LAST TIME!
GOOD BYE FIRESTONE, YOU HAVE TAKEN THE LAST
DOLLAR FROM ME, AND REST ASSURED THAT EVERY CUSTOMER THAT PASSES THROUGH OUR SALON DOORS.... IF THEY BRING UP CAR REPAIR... THEY WON'T
HEAR ANYTHING GOOD ABOUT FIRESTONE FROM US ... AND FIRESTONE WILL NOT BE ABLE TO TAKE THAT TO THE BANK!