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Bridgestone/Firestone, Inc.

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Do Not Trust Firestone
Posted by Tigg1003 on 11/14/2005
MEMHIS, TENNESSEE -- I am writing in reference to service I received at Firestone on 11/13/2005. I went to 5010 Park Avenue Memphis, TN 38117 for car maintenance. I requested the following services:

· Oil Change
· Tune Up
· Wheel rotation and balance
· Front brakes
· Radiator system flush

I was preparing my car for the winter. I spoke with Herman at the front desk and he gave me a total estimate and told me that my car would be ready in a few hours. When Herman called me and told me my car was ready, but I had a hole in my radiator. My car was running fine and had not been smoking or running hot till I picked it up from them. When I asked if there was a leak in the radiator, could it be repaired? Herman responded by saying I would need a new radiator and that he could check on the status of how much it would cost me. He told me he was weary of giving a guessed estimate over the phone.
Once I arrived to pick up my car he did not charge me for the radiator flush service but gave me a $750.00 estimate for a new radiator. I was to call him the next day to confirm the price. My car was in fine working order before I took it to Firestone. It had not run hot or started smoking under the hood till they serviced my car. I am filing a business service complaint to the following:

· The Better Business Bureau
· The Census Bureau
· US Federal Dept. of Labor
· Community Legal Center
· Firestone Corporation.

I will be getting a second opinion on my car. I do not plan to do any business with Firestone in the future and will highly recommend to my family, friends, co-workers and clients not to trust Firestone with their car due to my experience.

This is a situation of price gouging and tampering with my car when there was no damage to my radiator prior to taking it to Firestone for car maintenance. I would like to have this problem corrected before proceeding with additional action to correct this problem.

     
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Posted by Anonymous on 2005-11-14:
Why would you send a complaint to the Census Bureau, and the Department of Labor???
Posted by Anonymous on 2005-11-14:
I think we know where tigg is going with the Census one. Good job for not falling for the scam, tigg. F.Y.I. the I.N.S. is now the I.C.E. They are probably a little busy as well though.
Posted by Anonymous on 2005-11-14:
FYI, a leak is not difficult to detect, even for the average consumer. Don't trust car dealers or those who claim to be them. You can check your own coolant level and leaks?
Posted by Anonymous on 2005-11-15:
^^^I see the fluffer boy has reinvented himself yet again
Posted by GreenGuy on 2007-01-01:
Why would a business try to tell you such a questionable story? There is a thousand things they could have told you to rip you off if that was their motive. You probably had a leak in your radiator maybe a seepage or slight leak. The technician probably saw the leak as he is trained to do just that and put a pressure tester on your radiator to then confirm that the radiator was leaking. Pressure testers pump 15 to 20 psi into your cooling system. This additional pressure probably made the leak worse. However, the leak was already there and you cannot blame the tech for doing his job according to industry standards.
Repairing radiators is a dying practice since it is usually only partially succesfull. Replacing your radiator is the proper repair. If you know so much about your car and exactly what condition it is in then why do you take it to a repair shop? Fix it yourself that way you know you are not being ripped off. It is disgusting when people blame others because of ignorance.
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Firestone Customer Care?
Posted by Mickey11 on 03/18/2006
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!

SO:
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!
     
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Posted by Ponie on 2006-03-19:
With your attitude, I don't think they'll miss having you as a customer. Firestone won't go out of business because of you. Stuff happens--get over it--chill out--or whatever the favorite teenage expression is right now.
Posted by wary-consumer on 2006-03-19:
I disagree with Ponie. I would be very irate at this local franchise, espically for the tech racing my car when there was no reason for it on an allignment, oil,brake & lube job. Granted I'm sure it would be every temping getting into a superchaged Mustang Cobra(sweet car). They must have respect for the customer's property!! If they want to see whats its got, they should make small talk and ask for your permission, and then compliment you on your cars performance instead of hiding it. That would make you proud instead of like there were a bunch of non-professionsal punks working on your car.
As for the fiasco about them not being in stock, I would call back duing the weekday and speak to Rod and tell him what Jesus said/ did/didnt do. Explain to him that the crew was very unprofessinal and Rod may get the local owner for you instead of just the manager. But you must not yell at him, or you will most likely shut him out and he will blow you off too. You must be pleasent and tactful as it was not Rod's fault. I know if I were the owner, I would fire people over this. Thier job is to service the customer, and they did not even try to in this case. It seems like they were just playing around and did not want to be there that Saturday morning.
Posted by dsmith68 on 2006-03-21:
Had I seen someone racing my car out of the service place I would have spoken to the manager immediately, cancelled the service and got my car back the moment they returned.
Posted by GreenGuy on 2007-01-01:
I work for Bridgestone/Firestone and it is really an outstanding company that cares about the customer. Firestone only stocks one line of brake products in the store but we do use outside vendors that can provide us with almost any product within 30 minutes to an hour. In essence these outside vendors are our warehouses.
Ordering parts for your car is not simple and requires several pieces of information that you as the customer cannot provide over the counter. Jesus was waiting to get that information before he spent an hour on the phone trying to provide the product you requested. However,
The tech should not have raced your car and that is highly against Firestone's policy, but as we all know people are people and proned to mistakes. I am sure.....in your job that you have never done anything wrong. I am sure the tech was councilled and being familiar with Firestones policies I am positive that Jesus spent alot of time on the phone to get your requested product. I don't know why he was not able to get your rotors. If you had asked them to order the rotors and had them call you in when they came in then you would have gotten the service you wanted instead of being pushy and tempermental.
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Get a Second Opinion
Posted by Anonymous100 on 07/25/2009
KANEOHE, HAWAII -- It seems that every time I take one of our cars for an alignment or safety check or something simple or routine, they come up with some scare story about somthing that needs to be fixed or the car will be unsafe to drive. I have a trusted and very competent mechanic that has worked on my cars for the past 20 years and when he checks it out, he finds they've exaggerated the problem. He fixes it and at much less than what Firestone proposes. I was wondering if others have noticed this with their local Firestone center? I also wondered if they work on commission basis and are trying to boost their income or if there is any kind of incentive program with Firestone which give the employees a reason for doing this?
     
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Posted by Anonymous on 2009-07-25:
I have never used them but I have had people suggest to never take your car there.
Posted by Anonymous on 2009-07-25:
All the big chain service centers try this scheme and scam, it's their job. Ever notice in Jiffy Lube, after your oil change is done, a "supervisor" walks to the car checks a few things out and tells you how you're damaging your engine by not changing these other things?
Posted by MaggieMcT on 2009-07-25:
Yes, and that's why I haven't been to Firestone in years. They don't just exaggerate, they outright lie.
Posted by Anonymous on 2009-07-25:
I dont understand. If you have a "trusted and very competent mechanic that has worked on my cars for the past 20 years" what are you doing anywhere near a chain like Firestone??
Posted by Daikuma on 2009-11-18:
Firestone makes it VERY easy to get credit with them. The first thing they do afterward is delay the sending of your first bill, so that you are already assessed a $25 late charge before you ever see the bill. Do yourself a favor and if you do accept their cards, go in and pay the bill at the store in cash in the first week after using the account and get a receipt. My car has been running worse and worse since I first brought it to them - disappointing at best...
Posted by PepperElf on 2009-11-18:
Now personally i hate firestone. Yes you actually found a company the Pepper hates.

the idiots in Virginia beach scraped my REGISTRATION sticker when they did my car inspection. Then they pulled an attitude when i tried to get the mangled mess back.

and then they lied to me and claimed it was "the law" that required they scrape all stickers. bloody idiots couldn't tell the difference between a Registration sticker and an Inspection sticker. and no - the real law is that you cannot scrape a registration sticker.

the only reason i didn't try to go after them for the money to get a new one sent was because it was due to be replaced in a month anyway. if it hadn't been, i would have raised some hell.
Posted by I Love Firestone on 2013-01-17:
I have had great service with Firestone. I spent over $4,000 in 2012 and I don't have 1 complaint with them. If anything comes up I just talk to Josh at my local Firestone and he takes care of it for me. I love their warranty. Either your locations have some problems or more likely you are blaming them for not keeping up the vehicle when its your responsibility because you don't do what is recommended. I have done everything from brakes on both my vehicles, to shocks/struts, and oil changes. Their sales staff has been more than helpful with all of my questions as well. They have earned a life long customer with my experiences with them.
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Customer Satisfaction to Them Is a Joke
Posted by Renea8876 on 02/19/2013
OVERLAND PARK, KANSAS -- I purchased Bridgestones Dueler H/L Alenza tires from Costco. These tires are suppose to be 65,000 mile tires and backed by Bridgestones platinum pact warranty but when I started to question Costco about the quick wear on the tires at 10,000 miles they said they were fine just needed to be rotated.

Well I have always had them rotated around 7,500 miles but still that didn't do any good because I'm now around 50,000 miles and they are way below the standard 2/32 rule, and Bridgestone told me that it's Costco that needs to warranty them they don't handle the warranty.... That's crap. Their tires, their pieces of crap that they do not care about keeping me satisfied as a customer or hey how about the safety of my children.

I bought 65,000 mile tires but what I got from Bridgestone was the cold shoulder, a brush off, and a lesson learned because I would think after paying $160 a tire they would last at least closer to 65,000! I will never buy anything manufactured, touched, or partnered with Bridgestone again and I will make sure everyone I know hears about how little Bridgestone values their customers because I am not one ever again!

And Costco is about to lose me and my money for the poor customer service they are offering and poor way of handling a safety issue. If you value your life, your children's life, being treated fairly, being respected, and being heard than do not deal with Bridgestone and tread lightly with Costco as well!

     
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Posted by ok4now on 2013-02-20:
The 65,000 mile warranty is for ideal driving conditions which doesn't apply to anybody. You did well if you got 50,000 miles out of these tires. Bridgestone should prorate them under the warranty. Costco only sold you the tires so don't blame them. Keep in mind that many factors determine the longevity of a tire. Your driving style, hard braking, improper inflation and alignment, road hazards etc. Upon replacement try a different manufacturer if you're not happy with Bridgestone. Consumer reports rates Michelin very highly.
Posted by Dryer Lint on 2013-02-20:
Bring the kids into the mix...
Well, if you really think its a safety issue, just buy new tires and deal with the matter later. Safety first and all that other good stuff.
Posted by Critical_level2 on 2013-02-20:
I agree with Dryer Lint. IF the tires are unsafe, replace them and worry about the fight with Bridgestone later. Driving around on worn out tires with kids in the car is your fault.
Posted by JR in Orlando on 2013-02-20:
I never understood the estimated miles on a tire to be a warranty, since there are so many factors which affect wear, spinning tires on ice and snow, air pressure, balance, rotation, alignment, weight of vehicle, ozone in the air, highway vs. city driving, etc.

To get 50,000 on this set of tires seems pretty reasonable to me. For most people, that amount of driving would take 3 to 4 years.
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Oil change service
Posted by Sweetpollycu on 06/19/2012
It's a shame you have too wait 3 or 4 hours for something as simple as a oil change get the little work out first then the big work, then they won't be so backed up common knowledge.
     
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Posted by danie1442 on 2012-06-19:
Did you have an appointment? If not, then that could be the reason for your wait. Also, most places work on vehicles first come first serve.

If you didn't have an appointment, why do you think they should have worked on your vehicle ahead of others that came before you just because it was a "small job?"
Posted by trmn8r on 2012-06-19:
I agree with the first reply. Auto repair shops don't usually go by the size of the job - it is first come first served unless you have an appointment.

When I schedule service at my mechanic I let them know I will be waiting for my car, so they schedule me first thing in the morning.
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Rosie
Posted by Glos.flowers on 04/27/2012
RIVERVIEW, FLORIDA -- Took my car to Firestone located at 10135 Bloomingdale Avenue in Riverview Florida for a simple oil change. The next morning I see oil on my garage floor. I returned to the shop immediately. When they put my car on the lift, the tech saw that the oil plug was not replaced properly. The tech said my engine would be fine. Lies!My engine threw a rod 28 days later. Filed a claim with them, but they are refusing to take responsibility for the mistake. The damages came to $4500.00.
     
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Posted by FoDaddy19 on 2012-04-27:
I guess this begs the question, How much oil did you see on the garage floor, and if there was a large quantity of it, why did you drive the car back without the majority of the oil in the engine?

The shop probably did leave the oil plug too loose, and I think you may have a case, but the kicker is going to be that the engine lasted almost a month before expiring. Alot of things can happen in a month, and it's going to be tough to prove beyond reasonable doubt that the shop's negligence alone cause the engine to fail. Good luck.
Posted by GenuineNerd on 2012-04-27:
You probably should have checked the dipstick, checked for the source of the leak, and topped off the oil, before driving it. If your oil light came on, the engine should have been shut off immediately. Once, Walmart botched up an oil change on my car. They didn't put the oil filter on tight enough. When my oil light came on, I immediately turned off the engine, checked for leaks (that's how I found out the oil filter was loose), tightened the oil filter, and walked to a nearby Walgreens to buy 3 quarts of oil to top it off (it was a 4-quart engine.)
Posted by trmn8r on 2012-04-27:
As the others have alluded to or said, what it important is what the level of the oil was when you noticed it on the floor, got back to the shop, and what was done following that (is tightening all that was needed?)

The two things *may* be unrelated - it is impossible to tell so far.
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Excessive Charges for Parts Installed
Posted by Grampsgranny1309 on 02/20/2012
WICHITA, KANSAS -- I had service work done at this store which involved replacing the blower motor, blower mtr. switch (dash mtd), and blower mtr. resistor. My complaint is what I feel is "Extremely Excessive Mark-Ups In The Prices Charged For Installed Parts." I was charged $76.25 (blower mtr. w/o whl), $62.21 (blower switch), and $78.00 (blower mtr resistor). I compared these prices with three auto parts supply stores and found I could buy them at full retail-average price; $43.32, $20.56 and $21.32 respectively for the three parts. This is a mark-up of 176%, 303% and 366% respectively. I had telephone contact with the Okls. District Mgr. and the Sr. Cust. Retention Specialist (Asst. to the President) about my feelings on this. I related to them that I felt I had "been fleeced and had my pocket picked". Their response was that they felt justified in doing this because they had over 1,000 stores nationwide, were open 7 days a week, offered 12/12 warranty on their work and paid good wages and benefits. I don't think these kind of mark-ups are either equitable or ethical, and I will continue to tell anyone I know how I feel and let them decide if they want to do business with Firestone.
     
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Posted by Firestone Complete Auto Care Corporate Office on 2012-02-22:
I am from the corporate office of Firestone Complete Auto Care.

I understand from your post that you have already been in contact with our corporate and district offices.

With that being said, there is likely nothing that I can offer here except that we do our best to be priced competitively with other full-service automotive service providers. We cannot compete with auto parts stores who only supply parts.

It is a fact that you can buy almost any automotive part cheaper at a parts store or mail order firm than any automotive service retailer will sell it to you. Part and labor pricing are carefully balanced by organizations to provide price competitiveness in the retail service market place for attracting customers and to provide sufficient profit margin to support the facilities, equipment, warranty, staffing and ongoing professional training necessary to run a top notch national automotive repair business. Unfortunately, from a liability perspective also, if an organization does not provide the parts it installs then it does not have the legal support of the product manufacturer if a problem occurs.

There also exists a concern about the quality of the part being installed. While this may not involve the specific parts you mentioned, there are many different part manufacturers and many different grades of parts available to choose from. Because we do value your safety and our reputation, our policy is to install only those parts that meet or exceed the OE (original equipment) manufacturer specifications. To do less would jeopardize your safety and purchase satisfaction.

Just as I can go down to any department store or grocery retailer and buy a 12-pack of cola for $3 just about any day of the week (averaging 25 cents each) I also would have to pay at least $1-$2 for one can of that drink if I bought it at a restaurant or fast food retailer.

The difference is an automotive part sells for much more, so the difference in price is much more noticeable to the consumer. The theory is the same – to cover all of the various overheads involved in running a large successful business, mark-up must occur. Overhead in an automotive repair organization is much higher than in the restaurant business, and an automotive parts house’s overhead is much less than an automotive service company’s so the automotive parts company will almost always be able to sell for less.

Another consideration is the post purchase warranty support we provide when we obtain and install the part versus the support available to you if we allowed you to supply the part. If we supply the part and a warranty problem occurs, then, within the warranty period, there is no cost to you when the part is replaced. If a warranty problem occurs and the consumer supplied the part, then the consumer would be responsible to pay the labor to remove and re-install the replacement part plus the cost of the replacement part itself. Part price mark up allows us to offer part and installation warranties to consumers to reduce their out-of-pocket expenses if an in-warranty post purchase problem should arise.

We do value your business but understand if you choose to have your future automotive needs met by another provider.

If you have any questions, please contact me at social@bfrc.com
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Lies
Posted by Mishrab453 on 11/30/2011
SUGAR LAND, TEXAS -- For annual inspection sticker they said they must change the wiper blades. They said the Bosch cost about $5.00 more and the cost was around $13.00 and $18.00, but they said that if I went along with Bosch they would refund me $5.00 by coupon. I told them to go ahead with the Bosch. When I got the invoice the blades were a cool $33.98.

They were hiding the fact that the rebate was for two blades and the price to be charged was for each blade. That's a lie for business. I call it cheating.

I think that auto businesses pay commisions based on parts sold and so employees are encouraged to lie or in better words hide the truth to get the business.

I wish they call me and apologize. I have been their customer over years & years.

     
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Posted by Slimjim on 2011-11-30:
Well I'd say if they didn't specify that was per blade, then it sure appears they were being somewhat deceptive on purpose. Omission is not really lying, but it still is kind of crappy since anytime I've bought wipers, they come as a pair. That being said, I think the gen pop expects 2 blades when quoted windshield wiper prices. Now does Texas actually require new blades every year to pass this inspection? There could be some lying going on in that area.
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Firestone are get over Artist
Posted by Queenb17248 on 10/23/2011
PHILADELPHIA, PENNSYLVANIA -- I am writing as a disgruntled long-term customer of Firestone at your Elgin Street Location In Phila, PA. Throughout almost 13 years I have encountered numerous problems surrounding repairs completed but continued however to use your services because of your warranties, price, price matching, and most of all customer service. Until today I encountered what I would consider to be exceptional customer service by the Elgin Street team, which kept me a repeat customer despite your flaws. In my almost thirteen year tenure with using your services I have owned many vehicles that I brought to your establishment spending Thousands of dollars in repairs. Currently I actively have four vehicles in which the Elgin Street store services. Even with these vehicles I have had work completed stemming from basic oil changes to engine repairs. You currently service for me a Lexus ES330, Lincoln Aviator, Chrysler Cirrus, & Dodge Neon. Although with many repairs completed by this store I have continued to use you based solely on how you treated me as a customer. I have experienced problems with brake and rotor repairs on vehicles and not just one times but every time the team at the Elgin street store suggested the repair was needed. I have had issues where I had gotten oil changes where at one point after the oil change a vehicle was leaking oil your office did not know why I had to take the vehicle to the dealer and I was told that it as something wrong with how the filter as placed which caused the leak. Another vehicle I took to the deal for a repair and they told me my vehicle was two quarts low on oil and your establishment is the only ones who do my oil changes and there were no leaks present. I had to have a battery replaced on another vehicle that for some reason now the car has a shortage when using the cigarette lighter and a sensor has gone bad. Another vehicle I had engine mounts placed which were done incorrectly and I had to bring it back twice to be fixed and I had some transmission work done and now I have a minor leak. I was told there were two issues that were causing the leak, I had these issues fixed and I still have the leak. I am just naming a few issues that took place and Firestone was still able to retain my business because of their customer service.
He experience I had today with Louis at the Elgin store would have you lose me a client if I do not obtain some assistance with my most recent issue.
I had the Neon in for vehicle inspection on 10-21-11 and I was told by Louis that I needed a Tie Rod and wheel alignment. As with anything suggested by your store I advise for them to complete the work and by 5PM EST. the repair was completed and I had my new inspection stickers. By 9PM the evening of the 21st the vehicles check engine light illuminated and the vehicle was shaking, hesitating and making noises it never made in the past. Today the 22nd I brought the vehicle back to the Elgin store with these issues as there was no inclination that this would have occurred prior to the work being completed at your store. I was told by Louis the store manager that the vehicle needed a tune up as the plugs and wires were all original. I have two concerns with this. One if this is the case why was there no sign prior to your store completing a repair on the vehicle for the issue to be this severe only 4 hours after you passed it for inspection it should have never passed. Second I had the plugs replaced just a year ago so for Louis to state they have never been replaced really hurts this stores credibility with me. After continued conversation Louis retracted his statement and said the wires never were replaced after I told him I had documentation showing where the plugs have been replaced. I advised Louis of my past experience and he proceeded to ask in an undermining tone “why did you continue to come here if you have so many issues”? Is this the way to retain a current customer? How was he able to become a store manager with this type of service? I would like for Firestone to make good on this issue. As I said I have spent thousands of dollars in your establishment in the 13 years I have been your customer & throughout all of my issues I never had to go to these extremes for customer satisfaction. David the service manager and all prior managers have always been accommodating in having repairs corrected which is why you have been able to retain me as a customer for so long. I did not appreciate how I was handled by Louis at the Elgin store as it was very un-customer friendly for such a tenured customer.

I honestly feel that it was something done by one of the mechanics who worked on the vehicle which caused this issue and I would like to for the repair to be made at the cost of Firestone to keep a valued, long, currently unsatisfied customer. My son who is currently attending Penn State at which he needs his vehicle to transport himself to and from school and work is using this vehicle. It is hard with the cost of school trying to keep a vehicle up on maintenance, however Firestone made it easy for me to do so with their 6 months same as cash but I refuse to pay for something that I honestly feel was an issue created solely by the hands of the mechanics at your store. Otherwise just as I have done in the past I would have authorized the repair and placed the cost on my card.
     
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Posted by trmn8r on 2011-10-23:
My first reply as I read the complaint was the same as the manager's: if you had all these complaints why didn't you find a new shop? I suppose it is funny for a manager to ask that, but it sounds like you have had ample reason to go elsewhere.

What was the code that caused the check engine light to come on? Is the car running ok now?
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Auto Scam
Posted by Simo on 09/26/2011
DOWNINGTON, PENNSYLVANIA -- Went to Firestone complete auto care (?) For an oil change, wheel alignment and balance. Told I needed struts, and boots. Cost,$1,039.6O. Never shown anything ! Went to get a second opinion. Told the strut boots were wearing but o. K. The struts were fine, all 4 of them. Called the corporate office who wanted me to go to another Firestone. I refused. He said he'd look into my complaint. I also gave them the name and number of the second shop. He said he'd call to confirm my complaint. He never did anything ! Never called me back either!

This Firestone is running a scam, beware of all Firestone's ! No more Firestone for me ! Dishonest !
     
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