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.