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 was 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.
The experience I had today with ** 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 ** 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 ** 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 ** to state they have never been replaced really hurts this stores credibility with me. After continued conversation ** 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 ** 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. ** 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 ** at the Elgin store as it was very non-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.
GEORGIA -- I recently took my car to a local Georgia Firestone because of slight smoke coming from the radiator area. The technician inspected it and performed a block test. Afterward they told me the block test found no problems and the smoke was due to a leak in the radiator and the radiator needed to be replaced.
So they had to order the radiator and the work could not be done that day. So I told the tech at the front desk I would leave the car and take a taxi home. He then told me it wasn't necessary to leave the car, I could drive it home and come back the next day. But I was very skeptical because I did not want to cause further damage. He then had another tech come to me and reassured me it was safe to drive it home because there was no signs of the head gasket would fail??
Assuming the car was safe, made a stop at a grocery store on the route home. So the next day I returned to Firestone to have the radiator replaced, but before they replaced the radiator, taking the advice of a friend, I asked them to inspect the vehicle one more time to make sure there was no further damage and if they could perform another block test even if it would cost a little extra. The technician came back a few moments later and said they checked it out and everything was fine and they would go ahead and replace the radiator.
After they were done installing the new radiator, they called me into the garage where my car was being worked on and told me the head gasket was blown or no good because it failed the block test. As you could imagine I was very upset. The managers at the location were no help so I contacted corporate office for some answers. I just wanted peace of mind and wanted to make sure it wasn't the fault of the tech who worked on my vehicle.
But when they finally got in touch with me the guy at consumer affairs said he talked with the tech at the local Firestone and they told him they advised me not to take the car home, which is a flat out lie. They claimed when I took the car I drove over a hundred miles, which is another lie. They told the claims department that they told me it wasn't only the radiator which is also a lie.
The claims department said they were a neutral party and they would have the car inspected, which they never did. And everyone at the corporate office was just rude, condescending, and basically acted if I had no right in questioning their work or company. And basically told me they were not liable even before they even investigated the issue. (That does not sound neutral)
Now after my car sat at their location for almost 2 weeks for no apparent reason, no investigation of the car and basically treated me like a piece of crap. I finally picked up my car and is now pouring engine coolant, the car constantly shakes, makes a loud rattling noise, my odometer does not work, all lights on dash do not function, my headlights don't work, my window does not work, the car stalls after driving just driving a couple of blocks after picking it up from Firestone.
Basically the car is non-functional and had none of these problems prior to dealing with Firestone. I must admit I'm not too auto mechanically inclined and do not want to be a pest but is this my fault. Need some advice before taking further action.
SAN ANTONIO, TEXAS -- I took my vehicle to the Randolph AFB Firestone location to have an oil leak checked and fixed. They added an oil leak detection dye to make sure where the leak was coming from. They said the leak was coming from the camshaft seal and since that seal needed to be replaced I should go ahead and replace about five more seals and the all the belts since in order to get to the damaged seal all those items would need to be taken apart. The vehicle has 109,000 miles on it so it made perfect sense to me to go ahead and take care of it now and save on extra costs in the future.
AND SO THE NIGHTMARE BEGAN. I get my car back supposedly fixed. A couple days later I notice oil spots on my driveway. I get under the car and it was leaking from the same spot. As I am driving back to Firestone to get them to fix the leak again, the belts they installed start making noise. I tell them what's going on and they say they will take care of it. That day I get a call back from ** the service manager saying they can't see a leak anywhere and maybe it's just residue oil from the old leak. I pick up the vehicle and as soon as I drive into my driveway I get under the vehicle and see a drop of oil coming from the same location.
I take the vehicle back the next day and they say they will take care of it. I call back later in the day to find out what's going on (at this point all the conversations I had with the service manager ** and the manager ** were initiated by me since they never had the courtesy to call me and give updates) and they say the leak is coming from the oil filter gasket. They would have to order the part and it would not arrive until Friday. They finally get the part and they finish installing it by Monday. Guess what happens next; the car is still leaking oil.
I call the firestone corporate offices and the District manager ** calls me. I explain everything that has happened, he apologizes and tells me to take the car back to them and he will make sure it gets fixed. They redo all the work they initially did. I was told to pick up my vehicle at 5:30pm, by the time they got done it was 7:45pm and there I was waiting. I run the vehicle for a couple of days and what a “shock” (not really)! The car is still leaking oil, it's making a loud noise and is completely out of timing.
I call the district manager and we agree to take the care to another Firestone location on FM 78. When I take them the car and they take it apart it was like they had let a 6 year old kid play mechanic with my car. The camshaft seal was still leaking, they did not install a screw on the oil pump so there was even more oil leaking, the timing belt was installed incorrectly to the point that the timing arrows were at complete opposites of each other and the newly installed pulley had to be replaced because of damage, and to top it off, they had left a belt loose which was scraping against the oil pump and had damaged it to the point that it needed to be replaced.
I finally got some competent individuals at this Firestone location and they fixed everything on the vehicle. Since there were parts damaged due to the incompetence and unprofessionalism of the Randolph AFB Firestone mechanics, they had to order them and it took an extra 4 days to finally get my car back. This time it was fixed correctly and I have had no issues with it so far.
In summary, it took them 37 days to fix an oil leak and caused additional damage to my car. The fact that this location mainly serves the military is shameful. You would think they would have the most competent people working there but they obviously have what was left over from whatever mechanic school they graduated from. Apparently they got their technician licenses and customer service skills from a cereal box. DO NOT USE THIS LOCATION UNLESS YOU WANT YOUR VEHICLE TO FALL APART THE MOMENT YOU LEAVE THEIR SHOP. PS: Just came back from firestone, car is still leaking oil. Stay tuned.
Just would like to share the experience I have with firestone regarding my visit to Firestone for overheating issue in my Chrysler 300 M. I used to live in Seattle one year back and noticing overheating issue with my Car. I took it to nearby Firestone Service Center, Federal Way, WA. They came with the solution that Car needs a thermostat replacement. I agreed. It cost me around 350 bucks. But problem was not resolved. I went to back to them that Issue is still there. But they were not agreed and I spent a week, visiting Firestone for a week. Later due to some my project I had to shift to Chicago hence car was kept in storage. I hardly drew the car 50 miles.
After one year I shifted my Car in Chicago and found it's still overheating. I called to local firestone, complaining the same. Initially he was not ready to even listen to me. But when I insisted that it's Firestone's responsibility he agreed and asked me to come to shop for check up. I took an appointment and went to store for free check up. The guy checked and said it's radiator needs to be replaced and estimate is around 655.00 including labor and parts. I said same should be found out when I showed the car last time but he argued .
Since it was big money and thought of taking second opinion and discussed with one of my local friend, he suggested me a local auto shop it Westmont. I went there for check. The Guy saw the car and suggested that it's only radiator cap which causing the overheating and would cost 26.00 including the water. I agreed to do the replacement and issue is fixed with 26 dollar. Thanks to my local friend. He suggested me the store. I will never even see the firestone in my life.
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 something 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?
GREELEY, COLORADO -- I told them about an oil leak on Subaru. They recommended fluorescent additive to oil then come back after running car several miles they would search with their black light and trace leak to its source. When I came back to have them look at it, the mechanic did not have a black light to search for leak. So he just uses regular flashlight to search for leak. Hell I could have and did do that. They were clueless when I asked about the flashlight use, then mechanic starts to ** his way out of not being able to find leak.
OVERLAND PARK, KANSAS -- I purchased Bridgestone's Dueler H/L Alenza tires from Costco. These tires are supposed to be 65,000 mile tires and backed by Bridgestone's 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 then do not deal with Bridgestone and tread lightly with Costco as well!
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.
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 commissions 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.
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 Firestones! No more Firestone for me! Dishonest!