BBB Accredited Business since

Firestone Tire & Service Center

Additional Locations

Phone: (425) 641-9994 View Additional Phone Numbers 2299 140th Ave NE, Bellevue, WA 98005 View Additional Web Addresses

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This company offers automotive tire and service stores.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Firestone Tire & Service Center meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

BBB Complaint Information

Find aggregate BBB complaint information for Firestone Tire & Service Center. BBB of Chicago & Northern Illinois has the full report as that BBB handles all complaints for Firestone Tire & Service Center.

Additional Information

BBB file opened: January 01, 1972 Business started: 01/01/1900 Business started locally: 01/01/1900
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Washington Secretary of State Corporations Division
801 Capitol Way S, Olympia WA 98504
Phone Number: (360) 725-0377

Oregon Secretary of State Corporations Division
255 Capitol St NE Ste 151, Salem OR 97310
Phone Number: (503) 986-2200

Type of Entity

Limited Liability Company (LLC)

Business Management
Don Duncan, Regional Manager Mr. James Eyman, Area Manager Dana Girard, Area Manager Mr. Len Lebman, District Manager Mr. Brent Reed, Area Manager Mr. Shaun Rohr, Area Manager Mr. Crede Zacharias, Area Manager
Contact Information
Customer Contact: Don Duncan, Regional Manager
Business Category

Tire Distributors & Manufacturers Tire Dealers Auto Repair & Service Brake Service Tire Retread & Repair Battery Supplies

Alternate Business Names
Bridgestone Retail Operations LLC Expert Tire Firestone Complete Auto Care

Additional Locations

  • 10116 171st Street Ct E

    Puyallup, WA 98375 (253) 841-0235

  • 1012 164th St SE

    Mill Creek, WA 98012 (425) 742-1790

  • 10522 SE 82nd Ave

    Happy Valley, OR 97086 (503) 659-5256

  • 10624 SE 240th St

    Kent, WA 98031 (253) 854-3387

  • 1145 NW Market St

    Seattle, WA 98107 (206) 782-6563

  • 11520 124th Ave NE

    Kirkland, WA 98033 (425) 827-6123

  • 12119 Meridian E

    Puyallup, WA 98373 (253) 848-9200

  • 12141 SE Division St

    Portland, OR 97266 (503) 761-7632

  • 12553 Aurora Ave N

    Seattle, WA 98133 (206) 365-4800

  • 1270 NW Gilman Blvd

    Issaquah, WA 98027 (425) 392-9844

  • 13025 SW Canyon Rd

    Beaverton, OR 97005 (503) 646-0681

  • 13500 SW Pacific Hwy

    Portland, OR 97223 (503) 620-2700

  • 13818 NE 175th St

    Woodinville, WA 98072 (425) 486-2891

  • 14905 Pacific Ave S

    Tacoma, WA 98444 (253) 536-7836

  • 1530 N State St

    Bellingham, WA 98225 (360) 738-1650

  • 15324 1st Ave S

    Burien, WA 98148 (206) 243-7200

  • 1606 Center Rd

    Everett, WA 98204 (425) 339-0842

  • 17305 27th Ave NE

    Marysville, WA 98271 (360) 654-9370

  • 17540 SE Wax Rd

    Covington, WA 98042 (253) 631-1006

  • 18018 Redmond Way # 11

    Redmond, WA 98052 (425) 883-6551

  • 185 E 11th Ave

    Eugene, OR 97401 (541) 345-1593

  • 1900 Mcloughlin Blvd Ste 123

    Oregon City, OR 97045 (503) 656-2600

  • 2105 NE Burnside Rd

    Gresham, OR 97030 (503) 666-3609

  • 215 Andover Park W

    Tukwila, WA 98188 (206) 248-3062

  • 2299 140th Ave NE

    Bellevue, WA 98005 (425) 641-9994

  • 2800 Harrison Ave NW

    Olympia, WA 98502 (360) 943-8601

  • 295 Commercial St NE

    Salem, OR 97301 (503) 371-7255

  • 310 Valley River Ctr

    Eugene, OR 97401 (541) 345-4300

  • 32529 Pacific Hwy S

    Federal Way, WA 98003 (253) 952-3684

  • 351 Rainier Ave S

    Renton, WA 98057 (425) 226-0900

  • 385 SW 3rd St

    Corvallis, OR 97333 (541) 752-7176

  • 3957 Wheaton Way

    Bremerton, WA 98310 (360) 479-1775

  • 400 Westlake Ave N

    Seattle, WA 98109 (206) 622-8300

  • 421 Union Ave NE

    Renton, WA 98059 (425) 271-0114

  • 4502 S Steele St Ste 211

    Tacoma, WA 98409 (253) 471-8473

  • 4601 SE Powell Blvd

    Portland, OR 97206 (503) 777-3945

  • 5010 NE Sandy Blvd

    Portland, OR 97213 (503) 288-5841

  • 506 A Ave

    Lake Oswego, OR 97034 (503) 636-5628

  • 535 15th St NE

    Auburn, WA 98002 (253) 833-8155

  • 5601 Martin Luther King Jr Way S

    Seattle, WA 98118 (206) 722-2340

  • 5907 6th Ave

    Tacoma, WA 98406 (253) 566-8473

  • 6120 Main St SW Ste A

    Lakewood, WA 98499 (253) 588-6623

  • 613 E Jackson St

    Medford, OR 97504 (541) 857-8973

  • 614 Sleater Kinney Rd SE

    Lacey, WA 98503 (360) 491-2700

  • 7511 NE Highway 99

    Vancouver, WA 98665 (360) 696-1606

  • 7739 NE Fourth Plain Blvd

    Vancouver, WA 98662 (360) 253-6100

  • 815 W Burnside St

    Portland, OR 97209 (503) 228-9268

  • 844 Lancaster Dr NE

    Salem, OR 97301 (503) 362-2491

  • 9730 Silverdale Way NW

    Silverdale, WA 98383 (360) 698-3233

  • Bldg 2204 14th and Pendleton

    Joint Base Lewis McChord, WA 98433 (253) 964-1090

  • PO Box 4429

    McChord Afb, WA 98438 (253) 584-6830


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

3/16/2015 Problems with Product/Service | Complaint Details Unavailable
1/21/2015 Advertising/Sales Issues | Read Complaint Details

Additional Notes

Complaint: When I took my car in to be serviced I was asked for my email address. I gave it to Firestone under the condition that I would not be spammed by ****. I have since received several unsolicited emails from Firestone. I have tried unsubscribing several times to no avail. I talked to **** at the Firestone store in Salem and he told me that he could remove my email address from his system but I would continue to be spammed by Firestone. I called the Firestone corporate office and they told me that they could not remove my personal information. I do not want to have to change my email address that I have used for years because of the spam I have been receiving from Firestone.

Desired Settlement: I would like Firestone to remove my email address from their system and stop spamming me.

Business Response: Initial Business Response /* (1000, 7, 2015/01/21) */ I have forwarded the request to have the customers email address removed from our database. Thank you. Initial Consumer Rebuttal /* (2000, 9, 2015/01/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accepted their response to remove my email address from their system because that is what I was requesting. If Firestone continues to spam me I will reopen the ticket. I will not give Firestone my email address again.

12/30/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I brought my 1999 Chevy Metro infor repair because my car died on the street I was told a crank sensor was an issue and that they repaired it. After receiving repairs my car functioned at a lower quality than was received so I took it back to rectify the situation I told me that the crank sensor and burned out and that they were going to replace it. Noted on my file is that they ran my car 4 times and that it worked fine. after receiving my car at the second time car still function the exact same into which my car ceased to work after running one time. I ask them to reimburse me for the crank sensor in which did not work for my vehicle but I was willing to pay for the engine inspection they told me I had to pay everything in full and that there was nothing they could do to get my car back to their shop to fix the problem.

Desired Settlement: I would like to only be charged for the engine diagnostic service ,the plate light bulb ,the courtesy check and the oil change. I was charged for 2 engine sensors that did not work nor was even this issue. I would like to not be charged for the 2 engine sensors that didn't do anything for my vehicle

Business Response: Initial Business Response /* (1000, 9, 2014/12/11) */ I have sent the customer an email requesting information about which Firestone Store serviced his vehicle so that we can get this matter resolved.

12/12/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Business Name: Firestone*******************Issaquah, WA XXXXXXXXBus Phone: XXX-XXX-XXXXEmail: Website: Names and addresses of any other businesses involved in your complaint:Firestone XXXXX ******* ***, ******** WA XXXXXTransaction date: ****************** in dispute: $1338.72**********************************************************Explanation of complaint:I went to Firestone the end of March for a road trip inspection. I was told I needed all new brakes including rotors. I had the front brakes done. Within a few weeks I started hearing a horrible sound in the front of the vehicle. I was told if I had new rotors put on I wouldn't only if I kept my old ones and had them turn and resurface them. I also had trouble with the front brakes. I was driving my dogs to the dog park in Redmond and the noise became very loud so I pulled into the Redmond Firestone. They said I needed new bearings. I thought that was strange but said okay. It seemed to fix the noise issue. I returned and had the back brakes done. Within weeks both the horrible noise in the front returned and the back brakes continually squealed. I called Firestone and they said to bring it back in . After an hour they called me and said they couldn't find any problems. I told them that they needed to keep looking - they called back and said the bearing pack was bad and they would replace it under warranty. They also told me I needed to drive the car more which I thought was strange. The back brakes continued to squeal and within weeks the front was making the horrible noise again. My mobile Mechanic was out looking at another vehicle so I asked them if they could check the brakes and why. The young man told me that I would need to bring it into his shop but that just looking at the brakes through the rims he could see they used cheap pads with no backing and had not used lubricant which he said was causing the squalling noise. In addition the caliper was damaged and it is causing wear on the front brake pad and rotor.Here at the receipts for the inspection and for the caliper to be replaced. I am also asking him to send me what it will cost for him to replace back brake pads and bearings as well. Sorry it took so long - was typing your email address wrong had you as an llcAlso asked him to put what he said I writing Issaquah Firestone:Can't say if bearings and caliper were result of their work but they should have seen them in their inspection and replacement of front brakes.They did however use better quality parts - brake pads have backing.Redmond Firestone:Used poor quality all around on back brake pads and bearings. Bearings already replaced once.Should have seen caliper in their inspections and should have known "chirping" as they call it was due to use of cheap pads.Solution: I would prefer they not do further work on my car but at the very least NOT Redmond since the main issues are their poor quality materials vs. Issaquah. Caliper is causing increased wear on front brake pad and discoloration of rotor. ****'s main statement is the use of low quality materials not used by most shops of high integrity. I want the poor materials used in Redmond replaced and the caliper which is causing the problems to be replaced since this was either caused by them or should have been noticed in the 4 trips to their facilities. It only took him 1 hr to find the problems. I also want reimbursed for the $81.65 it cost me to take it to independent mechanic. I won't bother with anything else unless they refuse the above - then I will tack on loss of earning at my bookkeeping rate of $50/hr. for all the time loss due to them and continued time loss for visits. Also your time would be added.

Desired Settlement: DesiredSettlementID: Refund Full refund $1338.72 and $81.65 it cost for inspection by independent mechanic and $231.88 caliper replacement

Business Response: Initial Business Response /* (1000, 7, 2014/11/05) */ We reached out to the customer multiple times previously with no response. Finally they called us back the other week. The shop she took her vehicle stated that there was no evidence that any of the work previously done on her vehicle was incorrect. However, I agreed to refund her the amount she spent at our stores as a customer satisfaction issue. Initial Consumer Rebuttal /* (3000, 9, 2014/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all it is total lies. Actually my attorney and I tried NUMEROUS times to contact them. They refused to call my attorney. I even texted with no response. I immediately contacted them the 2 times they left messages and told them to contact my attorney. Second, the parts they used were cheap and were causing the problems. IN addition, they caused other damage to the vehicle. Yes, they put the pads on correctly, no they used cheap pads that caused additional issues. Third, they did agree to refund me in full so I agreed to accept the payment. But as far as the statement they made, it is total lies and you can contact my attorney at XXX-XXX-XXXX and he will confirm. Final Consumer Response /* (2000, 22, 2014/12/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) They refunded the amount in full to have the brakes redone at a different place. Final Business Response /* (4000, 20, 2014/12/11) */ The Firestone contact for this matter is ***** ****. His phone number is (XXX) XXX-XXXX. Thank you.

12/5/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: My car was showing the BRAKE signal in red and I observed that I was having some problem in applying the brakes (I had to push real hard to make it work). So I went to Fire stone on the week end 11/08/2014. They inspected it and told me change the tyres. They also recommended a overall inspection of the car to understand the "BRAKE" issue. I agreed to do both (e.g get the new tyres and get the inspection done) The so called inspection of the car was done and I was told that everything was ok with the brakes and I should ignore the BREAK sign. So while driving home I had burning smell and fumes coming out while I was driving. I called the Firestone guys and they told me to bring back the car. They told me this was caused by some oil leak. They cleaned up the so called "leak". I again asked them if it was safe to drive and they confirmed that everything was just fine. So I started driving the car and came to work on Monday after parking the car at the Park and ride. That evening while driving the car home I felt that I getting little harder for me to stop the car while returning back home, after picking up my son from day care. I was driving slowly and it was scary not being able to stop promptly. The next day was Veteran's day so my day off work. So went for a long walk with my son to the park, so did not really use the car. I felt the same issue on Wednesday while coming to work and returning back with my child. It was on Thursday morning when I really felt that I need to see the mechanic again after dropping of my child to school as he missed the bus.. So I decided to work from home. I was so terrified driving the car that day but I had to. Once I reached the mechanic's shop I told them that I was having this trouble and they really need to check the car again. On my request they told me that they would be checking the car again in couple of hours. So I walked back home. After couple of hours I got the phone call that the there was a leak in the break oil and all the shafts were almost burned out and needed to be replaced. The part they said would come from California and would reach the earliest by Monday and then they would work on the car on Tuesday and that would take them entire day to do the complex procedure. The charge for this service would be $700+. When I asked why did they not report the issue before giving it the so called All Clear certificate the first time I reported the issue they told me that they might have missed it during inspection. I am really shocked at their negligence and would like to take some legal action for this to deter them from this kind of attitude in future to other people. The thought that something terrible could have happened to me or my son was very frightening. We have a only son his life was put in danger not once but 5 times. The school roads are so steep and hilly. Now I am really angry and need resolution. Not to mention going to seattle to work by buses until I get my car. 1) I do not want to pay this $700 plus let them honor their inspection report on 11/08/2014. I have the hard copy of that with me done by them on 11/08/2014. 2) this financial pinch will hopefully make sure that they do there job more diligently. If there was an accident it was not just me but also some another innocent person too with whom the car could have collided.

Desired Settlement: I do not want to pay this $700 plus let them honor their inspection report on 11/08/2014. I have the hard copy of that with me done by them on 11/08/2014.

Business Response: Initial Business Response /* (1000, 5, 2014/11/20) */ This complaint has been resolved by Firestone at no charge to the customer although the problem was not in any way caused by Firestone. The problem was caused by corroded metal brake lines that run from the Master Cylinder to the rear brakes. These are non wear items that were corroded from salt or something like that. These dealer parts had to be specially ordered which Firestone did. Then the fuel tank had to be removed to install the lines. The job calls for 5 hours labor. That is what Firestone paid our technician to do the work. All of this was done at no charge for the customer. The parts should have cost $177.96 and the labor should have cost $649.99. Again, this entire repair was done at no charge on invoice XXXXXX. The brake issues is resolved. Thank you.

11/18/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I went in for an oil change. I was told the oil pan plug was stripped. I was told I needed a new oil pan. Every mechanic I contacted and also ****************** old me Firestone could have used an over sized plug. I was told that this was a common problem with aluminum oil pans. The over sized plug is $8.00 I was also charged $70.00 for a gasket which is provide with a new oil pan. My bill was almost $500.00 after all said and done.

Desired Settlement: I would like my $470.01 minus an oil change minus an oil change and labor (Appox $40.00) back.

Business Response: Initial Business Response /* (1000, 9, 2014/11/03) */ I voice mail was left on the customers phone today requesting a call back and also to identify which Firestone Location was involved.

9/19/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On 7-13-13 I visited the Covington, WA Firestone location for a headlight bulb replacement and a set of 2 new tires for the front of my Chevy HHR. I was able to get the bulb replaced but the tires were not available. I was told to come back the next day to complete the tire replacement. Understandable at the time. When I arrived home I noticed that the inside fender cover wasn't put back together right. The pins that hold it together were not put back together right. I was lucky it didn't come apart when I was driving as this could have ruined the part or even caused an accident. Now this is a simple mistake and when I arrived the next day 7-14-13 I simply asked the lady at the counter to have it fixed since it was not done right the prior day. The first thing she asked me in a snotty tone was if the pins were there in the first place. I advised her that they were there in perfect working order before I had them fix the headlight yesterday. Not the reaction I expected to blame the customer, but still I understand everyone makes mistakes and no one likes to admit to them if they can help it. She said she would add it to the notes on the work order for the tire replacement. I was told it would take about 45 minutes to complete my car. About 70 minutes later I viewed my car being parked out front. Ninety percent of the waiting time no employee's were in the office and the lights kept turning off. I also observed a female customer enter the business and wait 5-10 minutes before anyone even walked back into the office area to help her. Not good customer service in my opinion. 10-15 minutes passed after my car was parked out front, when no one was showing back up to check me out, I stood at the counter looking at the bay area until I caught someone's attention. Finally the same lady came out and checked me out with a receipt and car key. This whole process took way too long and the customer service was horrid but even that I could deal with. From there it got much worse. Upon going to my vehicle to check out the new tires I noticed huge circular gouges in the rims of the front 2 tires that were replaced. The gouges were not on my rims when I arrived for new tires. Firestone employee(s) damaged my rims while installing my 2 new tires. This is unacceptable. When the lady helping us got the manager the situation did not improve. He came out to look at the damage and handled the situation horribly. Not only did he fail to apologize for his employee's damaging my vehicle, but he tried to insinuate that the damage was already there before I arrived. He tried to say I had rubbed against something one one side while driving but this was impossible since the 2 damaged tires were on opposite sides of the vehicle and the back ones had not been moved. Even he knew that excuse was not going to work. On top of that the tire soap was smeared in such a way that you could see the damage happened at the time the soap was applied. At one point he even pointed out another scratch on the rims like that it was ok since they were already scratched. Unacceptable. When asked what he was going to do the rectify the situation the 'Manager' said he knew a guy in Seattle that could buff out the scratches. #1 these are not scratches, they are deep gouges. #2 some guy in Seattle is an unacceptable answer to this problem.

Desired Settlement: I expect to have my bill reduced considerably and my rims repaired in a timely fashion by a licenced and bonded company. I also recommend that the employee's (Including the manager) get some re-training in customer service as well as their auto repair/work duties so that other customers won't experience this issue in the future.

9/15/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On July 24, 2014 I took one of my vehicles a 2000 Nissan Pathfinder SUV to the Firestone Complete Auto Care Center at********************** Portland, Oregon XXXXX-XXXX. I have always received consistent, honest and reliable service from this location. When I picked up my vehicle later that evening I met the service manager ******. He advised me that I was in need of a water pump, timing belt and oil gasket service. At which I agreed. He told he that he is the Service Manager at the Firestone Complete Auto Care Center at XXXXX****************** Portland, Oregon XXXXX. He shared with me that he recommended a auto mechanic named *******. Who also is the Store Manager at that location. He advised me that his location they had more experienced staff. I agreed to take my vehicle and have it serviced at the Firestone Complete Auto Care Center at XXXXX*************** Portland, Oregon XXXXX-XXXX. On Thursday July 24, 2014 I dropped off my vehicle to have the timing belt replaced, water pump replaced and a new oil gasket part installed. To stop the oil leak my vehicle had. I was told by the staff (multiple individuals) my vehicle would be ready Friday July 25, 2014. I requested someone at Firestone give me a phone call when the job was completed. On Friday July 25, received no phone call. I called Firestone at 4pm to check the status. I was told that the mechanic's working on my vehicle were having "issue's" and my car wouldn't be ready tell Saturday July 26. They were extremely rude and showed absolutely NO CONSIDERATION for the situation. Being an understanding customer, I said "That's fine, I will need my car to get to work on Sunday." I requested a phone call. I waited until Sunday, July 27. I received no phone call. I called Firestone at noon. They told me the car still wasn't done. I told them I needed my car to get to work. The store manager ******* said my vehicle would be ready by Noon on Monday July 28. The work had to be completed on my vehicle so at the time I didn't have a choice. I had to miss work that day and an important meeting with a co-worker to discuss a work related project. The store manager showed absolutely again NO CONSIDERATION, was quite rude. On Monday July 28th I arrived at 2pm to pick up my vehicle. It still wasn't ready! By the way still received no phone call. I had to wait until 6pm on Monday July 28 until the team at Firestone completed the work. They failed to communicate with me and then were extremely rude towards me when I explained the situation to them. It DOESN'T TAKE FIVE DAYS TO COMPLETE THAT TYPE OF SERVICE. My total bill came to $1,187.73. On August 7th, 2014 I returned to the Firestone Complete Auto Care Center on XXXXX************** Portland. Oregon XXXXX to have some additional services preformed at a discounted price (was supposed to be.) They did a fuel system cleaning service along with a fuel injection service. I requested for them to check the vehicle to make sure it wasn't leaking oil. I picked the vehicle up at 6pm on Saturday August 9, 2014. I was told that everything was fine. I discovered on Sunday, August 10th, 2014 that the car was still leaking oil. That shows the work was NOT preformed correctly on the oil gasket. Otherwise my car would have stopped leaking oil. The total for the services preformed on August 9th, 2014 were $550.00 This service experience is unacceptable and unbelievable. On how a company can treat a patient customer like myself with such poor customer service and get away with un ethical business practices. They demonstrated extremely poor communication and the corporate office needs to look into this situation. Being a long term Firestone Complete Auto Care center customer at the other location, from this terrible UNACCEPTABLE experience I will longer take either of my vehicles to Firestone. The business relationship has been damaged and no longer can Firestone be trusted.

Desired Settlement: The settlement and form of compensation I'm looking for from Bridgestone/Firestone is a partial refund of some of the charges due to the poor communication, customer treatment and UNKNOWLEDGEABLE craftsmanship that was demonstrated on the handling of this situation. I feel that I'm entitled to this because of all the unethical business practices that were demonstrated towards me, poor customer treatment, and un reliability that was shown. Second request/option would be to take my vehicle to MY OTHER MECHANIC (a third party) who has consideration for his customer's and who is well experienced. An auto shop that demonstrates appreciation for business, honestly, integrity and reliability. To have Firestone cover any expenses to correct the screw up's they made at their shop. I request to have the Regional Operations Manager in charge of Firestone Complete Auto Care retail division look into this matter. I appreciate everyone's cooperation and time.

Business Response: Initial Business Response /* (1000, 72, 2014/08/29) */ In reading this complaint the stores involved are in Oregon. This complaint should be sent emailed to ******** thank you.

8/6/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I took my 2002 Chevy Trailblazer in for a full vehicle inspection, which they advertised for $9.99. When I got there I explained I was driving over the mountain and towing a camper soon and wanted to make sure everything was safe. They asked if I was having any other issues. I told them my car would misfire a little when idling at times and my check engine light flashed at me going up a hill the week prior but nothing came up on the diagnostic when I checked myself. They conducted a diagnostic and said no there were not any codes and it would be in my best interest to get a full diagnostic done to see what the problem is and it would cost me now $99.99 not $9.99. I agreed since I knew I wanted to at least fix what was wrong before making the trip. It took them 3 hours and they came back to tell me that my head gasket was failing. I asked them how they knew that and they said it was just the start of it and that because they have seen this a lot with these types of cars. Nothing on the diagnostic provided any insight on how this was tested or they knew. They told me that I couldnt drive my car carrying a camper without getting it fixed and quoted me $4000 for a new head gasket or $3200 for a new engine. When I left I realized they didn't even finish my complete vehicle inspection. I did not think this was right so I took my car to another Firestone that I was referred to by a co-worker and had them check it out. he came back after a full vehicle inspection told me everything that needed to be fixed with my car and after another diagnostic told me that it was not my head gasket that it was just my cylinder that would need to be fixed in the future but it was safe to drive. Luckily they only charged me 1/2 for the diagnostic $60 and the $9.99 for the full vehicle inspection, but saved me the $4000 the other place tried to tell me I needed to pay.

Desired Settlement: I am asking for the full refund of $116 they charged me for the diagnostic that was not done correctly

Business Response: Initial Business Response /* (1000, 5, 2014/07/23) */ Upon recieving this complaint I attempted to contact the customer to inform her that I would be glad to refund the original diagnostic charge as she requested. I left her my phone number to call so that arrangements can be made for the refund. Thank you. Initial Consumer Rebuttal /* (3000, 7, 2014/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) They called me and said they would issue a refund and would have to cut a check which would take 10 days. I have not received the check yet so I do not want to close this case. As soon as I receive the refund I will close case. Thank you Final Business Response /* (4000, 9, 2014/08/05) */ The complaint has been resolved to the customers satisfaction. We have processed a refund per her request. Thank you. Final Consumer Response /* (2000, 11, 2014/08/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received my refund for the amount of the unnecessary diagnostic. I will not be returning to that Firestone again, Thank you

7/8/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: My Dodge Durango 1999, was repair on March 02. I received a call from Firestone saying that I had a leak on my water pump. I said are you sure it;s not the radiator. He said "NO it's the water pump. I said OK fix it. Later that day I received another call from Firestone, telling me that the radiator had a leak. The manager said that they will fix the problem, but they were not going to charge me for the repaired. I know the water pump was OK. The mechanic did not know what he was doing. The repair coast me $529.76. The problem was that they did not fix the radiator right. I'm going to quota what another mechanic from ******* in Modesto Ca. He said, when my vehicle broke down In March 5, 2014. Firestone dealer that installed the radiator cause all the problems with my Durango. Which they did put the car back together and coast me $2,502.23. My son got underway and when he was in Kingman Arizona, the car broke down again. I did file a complaint with the BBB in Ca. The mechanic **** said that all of this problems was cause by work done on my vehicle, by Firestone. Coast of the repair $12,770.12. It all comes down to Firestone, if they fix the problem right, none of this would had happen. My son had to paid for staying in hotel's and meals.

Desired Settlement: I have place complaints to BBB in California and Arizona. I believe Firestone cause all this problems. I would like to be refunded of all the billing statements, repairs and hotel, meals.

Business Response: Initial Business Response /* (1000, 6, 2014/04/17) */ The customers water pump was leaking. The tech who repaired this vehicle has been with Firestone for 10 years and is ASE certified. After replacing the waterpump and restoring proper pressure to the cooling system, the radiator began leaking. Our store replaced the radiator free of charge since they could not see that leak with no pressure in the system. We do not believe Firestone's repairs were done poorly and causing other damage. We would need to have more details about specifically what occured. Contact info for the repair shop in California would help. Thank you. Initial Consumer Rebuttal /* (3000, 8, 2014/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The problem was not the water pump, firestone is lying. I knew I had a leak in the radiator. When they call me about the leak and the manager said that the water pump was leaking. I told him "are you sure its not the radiator". He said NO. If I can tell I had a leak in the radiator, without a pressure test, why not them. There was never any problems with the water pump. I check. That's why they didn't charge me for the repair, but they didn't do a very good job. It don't matter what kind of certificate's you have, you still make mistakes, he did.The mechanic in Kingman Az. Firestone didn't do a very good job on the repairs of the radiator. Call **** at XXX-XXX-XXXX. Final Business Response /* (1000, 36, 2014/06/20) */ I have tried to contact **** in Kingman Arizona several times. I finally spoke with him briefly yesterday and he said he would call me back with more information. As of yet, he has not returned my call. I would suggest having Mr. ****** contact me directly by phone so that we can discuss a fair and equitable settlement. My number is XXX-XXX-XXXX. Thank you. Final Consumer Response /* (3000, 38, 2014/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's stated on my statement. Firestone created the problem. There mechanic did not know what he was doing. I knew it was the radiator, but they continue saying it was the water pump. That's why I asked them "are you sure it's not the radiator" they said no. I was planning on taken my car to a radiator mechanic. When I received the phone call from Firestone, saying that they found a leak in the radiator and told me that they would fix it at NO charge. I knew they screw up. The water pump was not the problem. Like I stated before, Firestone is negligent. Not only did screw up with Durango, the mechanic screw up my F-150 truck, on a oil change. He got oil all over the engine. They claim it was the oil filter, Bull!. Send a letter to ****, asking him for statement. Firestone needs to complaisant me for the coast, done in Arizona.

5/30/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Over the weekend of March 22nd-24th 2014 I personally installed a very high end coil-over shock system and uniball upper control arms on my pick up, along with multiple other new front end parts. Upon the completion of this installation almost everything on the front end was new. In need of an alignment at this point I scheduled with my local Firestone, to have an Alignment completed, which was scheduled for the morning of 03/26/14. I dropped my pick up off first thing in the morning, around 7:30am. Around noon I received a call from the tech at Firestone asking if I had a spanner wrench because he had to adjust the ride height to get the alignment correct. I specifically asked they ONLY lower it if needed and had a friend drop off the wrench, I was at work. When I got off work that evening to pick up my pick up I was immediately disappointed in what I saw. The tech had raised the ride height of the pick up by almost 2" and had the coil-over shock system adjusted way beyond the manufacture specifications. Again, I specifically said to not go up in the ride height adjustment, only down. I immediately spoke to the Service Representative. He showed me the alignment numbers and they were terrible. Upset with this all I left. As soon as I got home I further inspected the work performed and found the tech proceeded to damage the powder coat finish and leave deep gashes in the brand new, very expensive coil over shocks and control arms. Zero care was taken for my pick up. He even left the inside door handle very greasy black. The very next day on 3/27 I returned to the same Firestone location and showed the Customer Service Representative (*****) the damage caused by his tech. ***** agreed about the damage and stated I'd have to talk to his manager **** ******** about what they can do to fix this. **** wasn't working at that time so I returned on 3/28 to talk with him. **** ******** came out to my pick up and looked at the damage. **** said to me "I told him (tech's name?) to be very careful this is no cheap Rancho lift". I asked **** what he could do about it; he said "all I can do is say "I'm sorry". I was extremely unhappy with this answer so he said he'd "give me a discount on tires". With my pick-up almost non drivable this way, I discussed with **** how they'd remedy this. I stated the ride height his tech had adjusted my coil-overs to was unacceptable and had to be changed along with the alignment still needing corrected. **** agreed with me. I told him I no longer trusted his guys touching my now damaged, new suspension and I'd readjust the ride height myself. I had waited to do this as I wanted **** to see the damage and the adjustment I specifically said not to do. We scheduled another alignment for 4/11. Over the next few days I adjusted ride height and let things settle. Returning on the 11th they assured me someone else would be working on my pick up this time that was "better". I dropped it off at around 7:30am again and went to work. When I returned to pick it up around 3pm that day the alignment numbers did look a little better, but still far from where it should have been. I left very discouraged and upset. Over the next couple weeks I noticed the alignment was chewing the outside edge of my front tires. Being so frustrated with my previous two visits to Firestone, I decided to take it somewhere else. On 4/15 I took it into my local ***** **** ****** for an alignment. They were very nice and let me watch the whole process. The tech immediately noted I had 3 flattened cam gussets and one of the alignment cams where stripped out. This was the final straw for me and encouraged this letter. Those bolts where installed brand new on Monday 3/24, only days before Firestone did my 2 alignments and my cam tabs where all in fine shape. I invested a lot of money into replacing the suspension on the front of my pick up with very fancy high end products so to have Firestone techs and Reps treat the situation with such a lack of care is infuriating. I now have spent money on a third alignment and am going to have to purchase items I just purchased to replace the damage done by your Firestone techs. Respectfully,

Desired Settlement: The parts damaged by Firestone should be replaced. Including the cam tab gussets, Cam bolts, coil-overs shocks, & uni-ball upper control arms. I'd be happy to supply receipts showing the cost of parts damaged and pictures showing the damage. I'm sure I could also get the****** tech to certify the damaged cam tabs and cam bolts.

Business Response: Initial Business Response /* (1000, 15, 2014/05/17) */ I have spoken with Mr. ******** and agreed to take care of this. At this point, I am waiting for him to contact me with reciepts that I will submit for reimbursement. Thank you. Initial Consumer Rebuttal /* (2000, 17, 2014/05/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have submitted all receipts to *** ****** as agreed, but are currently still waiting to receive a check for reimbursement of repair costs.

5/29/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I just had over $6600 in repairs done to my 1968 Buick Riviera that I recently purchased. The main reason I stopped by was due to the hood seeming to be loose and I had to travel another 20 miles to come home. Rather than getting my car fixed at a cut rate auto center, I passed * Firestone. I figured that Firestone provided quality work and working with them would pay off in the end as I would have the piece of mind knowing that my car was going to be taken care of. I dropped the car off at the Auburn, WA location and talked with the manager, I believe his name was ***** I showed him the hood issue, and informed him that I needed a new battery as well. I also asked if his techs could look over the vehicle to ensure that it was road worthy as the car is 44 years old. They had my car for a week and a half and at some point **** called and informed me what they found was wrong. I also opted to get new rims and tires. He broke down the needed fixes and informed of the other nice to do fixes that should get done soon. I opted for the full package and he ensured me that everything would be done right. I picked up my car on this last Sunday. I paid over $6600 for the repairs and expected a car that runs smooth without issues. I explicitly asked **** at the time of payment about the hood. He informed me that they managed to secure it but I would need to see a auto body shop to fully repair. I asked him, with my wife present, "so it is ok to drive on the highway?" Which he informed me yes it was secure. I informed him that my biggest worry is the hood flying up on me going down the highway. I took the car and had no issues. I never opened the hood between then and today, 4/10/2014. I took my car to an interview I had in Puyallup which is approximately 15 miles away. On a 35mph zone off the highway, the hood came up on me blinding my sight and luckily I managed to pull over in traffic. The hood is ruined. The pressure bent both sides of at the base and it is impossible to close. I contacted one of the employees at Firestone within 10 minutes explaining that I was informed that the hood was secure and that it just flew up on me down the highway. He informed me that I had to talk to **** who is on vacation until the 15th. Put yourself in my shoes. I was on my way to an interview. Talk about first impressions for a potential career. Second, the fact that I have to wait till the 15th to get ahold of someone about this is aggravating. I know as a Businessman, whenever a manager takes a leave of absence, there is always someone taking over their duties. Third, I would think that a customer who just dropped 6600 in repairs deserves better treatment. Furthermore, I inquired about a military discount at the time of checkout which **** informed me that the discount did not affect the ending balance.

Desired Settlement: I would like Firestone to pay for the tow from the car location to their shop. The car is currently in Puyallup, but I may have to attempt to drive the car using back roads at low speed back to Steilacoom. I would like them to fix the good issue by replacing the hood entirely as well as a spring that is dangling on my passenger side undercarage that was noticed when I inspected the hood. I would like them to furthermore work with another auto body shop and pay for a matching paint job. I have pictures of the car the morning before I drove it and after the hood flew up on me while going down the road. I could have been killed had the traffic been worse and me not paying good attention while driving. I was only traveling 35 mph at the time. I would like Firestone to fix their mistake. I am without my car once again after thinking that everything was fine with drivability of the vehicle. I would furthermore like a third party to look over my receipt to ensure that all discounts (military) were applied and any unnecessary charges to be corrected. I will provide any and all of the information I have listed upon request.

Business Response: Initial Business Response /* (1000, 19, 2014/05/17) */ Firestone did not cause damage to the hood on this vehicle but is taking care of it on a customer satisfaction basis. Initial Consumer Rebuttal /* (3000, 21, 2014/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Firestone's Manager was asked point blank at the time of me paying the amount due if the vehicle's hood was good to take on the hiway. The reply from the Manager at their store was "yes, the hood is good, but I needed to get it welded. I had every intention of taking the car to get the hood welded, but the hood came up on me three days after I got the car back from Firestone. So, they are liable for the damages to the hood. Final Business Response /* (4000, 23, 2014/05/29) */ As of 5/27/14: It is our understanding that the vehicle has been completed and returned to *** ******. We apologize for the delay but this was a 46 year old car that required parts that were difficult to find. Sincerely, **** ***** Final Consumer Response /* (4200, 25, 2014/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like Firestone to admit negligence on their part. That is all I would like to hear is a formal apology for their Manager at their Auburn Store for giving safety related consultation at the time of my purchase in concern with the hood latch. He was asked at the time of purchase if the hood posed any risk of coming up on me down the hiway. This was asked after he explained that his shop was unable to fix the hood latch (which was the main reason for me stopping in that day). I asked him for a referral for a nearby body shop and explained that I lived in Steilacoom which was 20 miles down the hiway from the store location. He responded that they did not have a referral to give me but the hood was latched and posed no risk of coming up on me on the hiway, and to get the hood fixed at a body shop soon. Three days later is when the hood came up on me while exiting the hiway. The weather was clear that day and the hood latch fix that his shop did on my car was the faulty workmanship on their service. I refuse to accept Firestone's remedy concerning this instance without a formal apology. I went into the Firestone location that day because I was afraid to drive down the hiway because the hood was loose and visibly moving when I went over 40mph. That was the first thing I asked the manager at the time when I dropped my car off. I asked him if they could fix the hood and explained it to him that I needed to get my car road worthy so I could get it home. That is where the upsale started. He told me that all the fixes I got were necessary to get my car road worthy. Then when I picked up my car two weeks later, the hood was not even fixed. He told me that the hood was latched but I still needed to get it welded. Then the incident with my hood coming up on me while driving down the road. I could have been hurt or killed as this happened on the hiway; in traffic. Then they took my car from me for an additional 45 days. The work itself was fine, but the service rendered was horrible. First the insurance adjuster calls me to tell me that Firestone is not liable and they will not do anything but fix the hood and fenders that received damage. Where is the effort to amend the fact that I was without transportation for 45 days due to their poor craftsmanship and horrible expert assessment concerning the safety of their repairs?

5/28/2014 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: I took my car into Expert Tire in Medford, Oregon last October. I couldn't pay my bill so was told I could sign up for line of credit with ************. I was told at the time that I would have 6 months no interest, plus wouldn't have to pay for that amount of time. I started receiving bills from ************ on behalf of Expert Tire in December, with interest. I have been paying that in the amount of 43.00 monthly, which is what I can pay. Today, I received a notice saying that my account is past due and that if I do not pay the full amount of 128.00 in order to not be sent to collections. I am unemployed and on disability which I receive on the 3rd of each month. I explained this to a customer service representative at ************ but they were unwilling to listen to me or work with me.

Desired Settlement: I would like the ability to make payments as noted, 43.00 on the 3rd of every month, or I would like the entire amount forgiven.

Business Response: Initial Business Response /* (1000, 18, 2014/05/14) */ April 2, 2014 **** **** ***** *** *************** ******** OR XXXXX Reference: Expert Tire Account# XXXXX3028 Dear *** **** *****: I am responding to your recent concerns regarding the above account. Specifically, you believed the 9/23/13 sale for $109.81 had qualified for our six month promotional plan. Additionally, it was assumed this promotional opportunity meant payment was not required during the six month timeframe. As a result of your information provided, we agreed to remove $154.72 in late payment and interest fees which were assessed to your account. Once removed, your responsibility will be for a remaining balance of $43, which is scheduled to be processed via ACH on 04/03/14. Once applied to the account, the balance will be $0, subject to any future account activity. I have provided you further information regarding the terms and conditions on the Expert Tire credit card, along with the detailed outline of our six month promotional plan. Should you have any further questions regarding this, please contact me directly by telephone at XXX-XXX-XXXX, or by mail at the address provided above. Sincerely, ***** ******* Recovery Services Manager

5/1/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: This week I took my car into the shop to get an oil change, new tires and an alignment done. I also had them run a full inspection on the vehicle to see what things needed to be done. In addition to my usual service I needed new rear struts, a driver side wheel bearing replaced, my ignition board needed to be completely replaced because it was pulling power from my battery and alternater even though the car is off. I also had radiator hoses replaced and a couple other small things done. My total came to just under $2600 I figured I might as well just get it all done so I don\'t have to go finance a new car. I get the vehicle back and everything seems ok. Until I notice no hot air is coming through my heater vents when ive been driving the car for a long time, so I call the shop to bring it back in and I am told to "just bring it in when you get a chance" so I asked what day and time would work best "Saturday at 9 or 10" (This is 3 days later from the time we were speaking on the phone). I continue to drive the car because no one told me not to after I had explained what happened to it. Then I was driving to work the car starts to over heat and I call again and first thing I am told by a different person is to "not drive the car at all". So I was frustrated and they understood and paid for my car to be towed and a rental to cover me for a few days. I get a a couple days later about what was happening with my car, they had replaced the thermostat and was still having problems with the car over heating. Apparently my radiator was "at a 4 out of 10" on its life left. And the frame in the area of the radiator was so out of wack that they cant replace the radiator with a warranty only without the warranty. Which they told me even if they do replace it with the frame bent the labor will cost more and you still run the risk of the radiator getting blocked again and the car over heating. So now I would have to pay $400 dollars to get the frame fixed which was quoted by maaco body shop. Plus the $700 for the new radiator part and plus whatever the labor is going to run. That adds up to $1200+ after tax which I will be putting $3800 TOTAL into a car that isnt even worth that much once I get it fixed. I figured $2600 was the most I would spend because thats basically a down payment on a new car and first few months of finacning for it which I did not want to do at the time. I figured pay the $2600 to get the car to run longer and not to start making new car payments. But now I am WAY over my budget if I were to get the radiator fixed and the frame. Heres my frustration, why was I not told about the radiator and the frame when they did the full inspection? Especially if the radiator is at a "4 out of 10" left on its life. And especially if there is a possible part on my car that might need to get replaced but cant be replaced unless I were to get the frame fixed. And why wasnt I told something like "Hey, maybe you should think about buying a new vehicle because in the long run all the money you have to put into the car wouldn\'t even be worth what the car is in a blue book". I would of never spent $3500 on car repairs cause all that money comes straight out of my checking account and I am a full time student plus working full time with no credit to my name yet. I would of made the decision to take a small loan out or trade in my vehicle at a car lot to help finance a brand new vehicle that would definitely be cheaper then spending almost $4000 total on my car that would break my bank. I really just want my car back in the original form it was in and my money refunded so I can go finance a brand new vehicle and trade my old one in. I even offered to the stores supervisor that day to pay for the labor to put all the parts back in the vehicle and take the tiers off and then refund me the difference in the money so I could go back with some money to finance a new car. This is more then car maintenance, it comes down to business ethics and customer service I am extremely upset, I do not think my transaction was handled properly or truthfully. I almost feel as though I was taken advantage of and would of appreciated some consulting on other options then paying thousands of dollars to fix the car. I need a vehicle so I can continue with my career and education and find a new vehicle that can be financed and is affordable for me.

Desired Settlement: I really don\'t know I just want a car that works. It would be nice to be fully refunded and have the car returned to its original form but I understand why a car shop wouldn\'t want to do that. But I did felt like they took advantage of my lack of knowledge and my age and possibly even the money I was willing to throw at the car. Instead of being told to stop and just get yourself a new car I was told to put money into it and I should be fine. I appreciate your time.

Business Response: Initial Business Response /* (1000, 5, 2014/04/17) */ Firestone provided a rental car for the customer at no charge while determining the cause of the overheating condition. I've been told that we have been successful resolving the symptom without having to replace the radiator. I believe the customers concerns have been addressed and resolved. Thank you.

3/20/2014 Billing/Collection Issues
3/18/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I was charged for parts and labor, in which I should not have been charged for. I took my car in with a noise issue on August 26th, 2013. A courtesy check was done, and I was told that it sounded like my car may need new control arms/and or ball joints but they were not sure. I later receive a phone call and **** the customer manager service told me that it was the left ball joint, but recommend replacing the control arms also, and they would not charge me for them. I had my husband pay and when he paid, it was way over the price I was quoted over the phone.I also found out that the control arms were completely good but the mechanic had stripped my original control arms that were still good and couldn't put the good ones back on anyways. So that's why they couldn't just replace the ball joints. I still have the control arms with proof that one was stripped and the fact that I know Firestone was dishonest in what the problem was with the control arms. So in reality, i should of only been paying for the balljoints and not the control arms or labor for it. In reality, firestone lied to me because they had to put new control arms on, only because they did not tell me the mechanic stripped one of the arms and couldn't put the old ones back on even though it was new. I found this out because my husband worked there at the time and he even pointed this out to the store manager that ******, the mechanic told him that he stripped one of the control arms and could not put it back on the car. NO one told me thought, So instead of being truthful and telling me the truth what had happened. Firestone charged me for work and parts, and damage that was a result of the mechanic who worked on my car. When i know that before I had my husband pay, **** told me that I was not going to get charged for those control arms. which later changed. Neither of my control arms were bad and Firestone led me to pay $269.00 dollars for new control arms, in which were good because I had new ones , plus warranty put on from another place only 6 months prior. When i took the bad control arms in, the guy laughed at me and said these are still brand new and that's when I found out the truth from my husband, what had really happened and that Firestone's mechanic had stripped one of the arms and could not put the old one back on even though it was good. I know for a fact, that the mechanic ****** stripped my control arm, resulting in me being charged for new ones. This is dishonest practice and the person did originally tell me that i would not be charged for those control arms. Well, it makes sense why he would originally tell me that because he knew what they had done. I was ****** when my husband told me he paid for those arms but he begged me not to make a big deal over the situation because of fear he would loose his job. But I know exactly what I was told on the phone, and I know the truth as well and if the mechanic stripped my control arm, I should of never been charged for new ones and lied to when my car didn't need them. This is not only Ethically wrong, but complete dishonestly to a customer. Just because my husband worked there, did not give firestone the right to cheat me or be dishonest.

Desired Settlement: The settlement I am seeking is to be reimbursed for the control arms of $269.70 plus the labor that I paid for the control arms. Firestone needs to talk to the mechanic and get the truth, the store manager ************** acknowledgement that this was brought to his attention and completely ignored the incident. Further, Firestone needs to stand by it's own vision and mission of the company. Fixed right, the first time, every time and when it is NOT, do not lie and cover up their mistakes. I am seeking that this complaint goes to the district manager and be resolved.

Business Response: Initial Business Response /* (1000, 7, 2014/03/04) */ Firestone recommended the repairs based upon inspection of the vehicle. The work was authorized. The customer was billed out at employee pricing which is greatly reduced from retail pricing. The customer returned to the store in February 2014 and the store replaced one of the control arm/ball joint assemblies at no charge under warranty. The customers allegations about lying and covering up are unfounded.

3/14/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: At the beginning of this year, 2014, I purchased a full set of tires for my vehicle (2001 Dodge Durango). Later that day I noticed one of the tires was the incorrect size, and promptly returned to Firestone to have the correct tire put in place. This they did, and subsequently offered me a free oil change voucher. Several days later I again purchased the lifetime alignment package from the same store before taking a 1000+ mile round trip to Montana. No complaints on that service, and my vehicle had no adverse problems. 3 weeks later, before taking another 400+ mile round trip, I returned to Firestone and turned in the aforementioned oil change voucher, along with replacing a blown tire (still under warranty) and readjusting the vehicles alignment. During this, as a complementary service, the technicians check and fill the vehicles other fluids. 4 days later I take my road trip and get 200 miles down the road and my vehicles overheats and this immediately destroys my head gaskets, and completely compromises the new engine I had installed let spring, which currently has only 13,000 miles. Opening the hood, I went to back off my radiator cap to vent pressure and discovered it already loose. As i, or no one else, had not been under the hood since having fluids done at Firestone, the evidence indicates that a Firestone employee did not properly replace the radiator cap and this resulted in the destruction of my engine, leaving me stranded. I have had to empty credit accounts and pull favors to get my vehicle to a safe place and get myself home. I am currently attending classes at the local community college and have missed time there due to this. Also, my fiancee has missed days of work, along with our children missing private tutor lessons. In the 2 weeks since, I have eventually made contact with Firestone claims department, and the agreed to have my vehicle towed to my mechanic, and will be sending their investigator to assess their liability. I was told it would arrive in 24-48 hours of our conversation. That was Wednesday, Feb 26. The vehicle was retrieved Thursday morning, but has yet to make it to it's destination. From what my mechanic tells me, the tow company contacted him and he was informed of it's arrival on either Friday morning, or Monday. My vehicle currently is in transition, it's location unknown to myself.

Desired Settlement: As stated before, I had the vehicles engine replaced last spring, for which I have documentation. As the entire engine is now compromised, I need it replaced, as I went to great lengths to ensure I would have a reliable vehicle to transport my family. I have receipts going back to last spring which indicate that my mechanic is the only to have serviced my vehicle up until I started going to Firestone for tires, alignment, and agree oil change, in which there has been a series of problems. I am hoping this can be settled peacefully, but I have made contact with***** and paid for legal referrals if Firestone claims to not be liable.

Business Response: Initial Business Response /* (1000, 5, 2014/03/04) */ This has been turned over to the Firestone Claims Department. They will contract an independant inspector to investigate and submit a report. If Firestone is indeed at fault, the claim will be accepted. Final Consumer Response /* (2000, 7, 2014/03/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received verbal confirmation from Firestone/Bridgestone Claims Department that they are agreeing with my statement and paying for the repairs to my vehicle. They have also provided me with a rental vehicle through***********************, along with the required insurance. Please note that I am satisfied with the Firestone Claims Department taking responsibility for the Bremerton location. However, they refused reimbursement for my fiancées lost wages and expenses lost for tow and loaned vehicles prior to accepting fault.

3/11/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I took my car in for a break inspection at 7am 1/29/14. At 11:30 I received a call telling me that it would cost 694.95 to fix. I told them that was a lot more than we were expecting and I need to call my husband before they did the work. I told them one of us would get back to them soon on whether or not we wanted to do the work. At around 1:15pm my husband called them and they said they had already done the front breaks and had the back apart when the employee took a lunch break. My husband didn't know that i had told them to wait until we gave the go ahead. At 330 the car was done and I went to pick it up. I asked about why the car was started with out the go ahead ( we are getting ready to get rid of the car and would have never paid 600+ to fix it) They said when they talked to my husband they told him they had only inspected it and not started any work and he gave the go ahead. They did not tell him any of that.

Desired Settlement: I paid $648 for work I would never have wanted done. I would have just had them tell me what was wrong and would have figured out what I could have done. I would like this practice of doing with out approval to end.

Business Response: Initial Business Response /* (1000, 9, 2014/02/14) */ Firestone would never do work until authorization is given. Apparently one party gave authorization and didn't inform the other. Firestone would like to resolve the matter with the ****** amicably. Please phone District Manager *** ****** at XXX-XXX-XXXX. Thank you Final Consumer Response /* (2000, 15, 2014/03/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) they came up with a fair plan to split the cost... Final Business Response /* (4000, 13, 2014/03/04) */ I phoned ******. After discussing the situation with her, I agreed to refund her $431.00. The check has been requested. This matter is resolved to the customers satisfaction.

12/2/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Dear consumer affairs, I brought my car into Firestone to have my air conditioning serviced on 7/3/2013. I left it with them and they said they would call when they had checked for needed repairs and recharged the system. An hour and a half later they called and said they were going to recharge the system due to it being low on refrigerant and see if they could get the compressor to operate. I agreed to have them recharge and diagnose the A/C and fix the problem. They then called back and said that there was probably a leak in the system and it may be in need of repair but that they would shoot dye into it and recharge the system and the A/C would probably work. We were in agreement that was the course of action that we would follow. They then called me back in about another hour and said that my car was no longer running and they couldn't get it started and I need to come in and get my car and have it towed to a dealer to have it repaired. They said the A/C is probably working but did not know why the car would no longer start. The car was running perfectly when I brought it in other the A/C was not operating properly. I then called their consumer affairs office and made a report but with the 4th of July holiday the next day they were unable to reach a district representative. I left the repair shop without my car and no source of transportation. This is a major inconvenience since I live in a rural area and have no other form of transportation! On Fri July 5th, the store manager ****** agreed to help resolve the issue. He accepted to place me in a rent a car and have my vehicle towed to an automobile dealer. I do appreciate in his attempt to resolve the issue and his professionalism. My car was towed to ****** ********** and was there for over 6 weeks and they made numerous repairs in including and new battery, engine control module, and a ABS hydraulic brake module. All of which were working fine until being serviced at Firestone for an A/C recharge. The total repair bill for my car was $1200 and the only improvement was that the A/C now works. Hard to believe that in the 3 hours that my car was at firestone the car developed all those electronic problems. ************* ********** did repair my car under warranty for the Engine control module, but had to be brought back in for service again after a few days cause the car was not starting and dying out while driving. ************* ********** did let me use a service loaner but the total charge for their portion of repairs was over $900. So in sum the cost of recharging my A/C came to a total cost of $1200. I was also without transportation for one week since firestone only allowed me to use the service loaner for 3 days. The irony of it all is I drove my car into the repair shop running perfectly and it had to be towed out! ****** ****** ********** (XXX XXX-XXXX) Firestone (XXX XXX-XXXX) **** ********

Desired Settlement: $768 for repairs that were unnecessary prior to being serviced at firestone.

Business Response: Initial Business Response /* (1000, 20, 2013/10/23) */ Firestone maintains that the engine repairs were not caused by Firestone and had nothing at all to do with the work Firestone performed. On a customer satisfaction basis, Firestone agrees to pay half of the customers request, or $384. If this is agreable, please contact *** *** ****** and a refund will be processed. Final Consumer Response /* (3000, 28, 2013/11/18) */ I have not received my refund check that Firestone had agreed to pay. I am now getting the run around and when I call and ask to speak with the person that was to see to it that I get my refund(*** ******) and was told he was out of town. I spoke with the district office that coordinates refunds and she says she has no records of a check being issued and I was referred to another person at the store that did the work on my car and has not returned my calls? Is it possible to remind them that they got a satisfactory resolution that was agreed upon and now they are now putting that agreement in jeopardy? Sincerely, **** ******** XXX XXX-XXXX Final Business Response /* (4000, 30, 2013/11/20) */ *** ********'s refund has been requested. I called and left a message informing him of this. This matter should be considered resolved.

12/2/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On October 14, 2013, ~9pm, I was traveling southbound on Pacific Hwy, 2 blocks from the location in question. My wheel came off while driving. I had the vehicle worked on at the Firestone location 2 days previous. Their manager on duty on October 15, *****, first said he would arrange a tow for the vehicle to the shop, but the tow company never contacted me. I contacted ***** again, and was told since this was probably going to insurance for a claim, he'd start the claim process, and would not give me ANY contact data regarding who I need to speak to regarding resolution.

Desired Settlement: I want my vehicle restored to proper working order. At present time, that would mean : 1 new brake rotor 2 new brake pads 1 driver side brake line 1 tire rim. These parts would be for a 1999 GMC Suburban 1500 Rear-Wheel Drive with an 8cyl 350ci engine. I would also request (since I had to use one of my 3 free tows with MY *** coverage) that *** be reimbursed for their invoking my coverage. But mainly, I want repairs, and as soon as possible.

Business Response: Initial Business Response /* (1000, 17, 2013/11/16) */ This matter has already been resolved to the customers satisfaction. thank you.

11/11/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: This involves many concerns as I have outlined below ranging from service, to work performed, communication, and delivering on promises. The following is a written recap of my situation with Firestone: * On Thursday 8-8-2013 at 9:24 am my vehicle was brought to the Firestone location on **** ** ****** ***** due my vehicles brakes failing to engage. * On the same day (8-8-2013) about 1:00 pm I was informed by that Firestone location that the problem was diagnosed and will be repaired. * On Friday 8-9-2013 I arrived at the same location at 9:00 am when I was informed that my vehicle had been repaired. * I paid the 817.05 for the repair picked up my vehicle and attempted to drive to work. * After driving about three miles my vehicle stalled at ********** ********* * At that point I called the Firestone location back explaining what had happened and at 10:15 am one of their employees arrived. * He was able to start my vehicle and he drove it back to the Firestone location to further diagnose the issue. * Later that same day (8-9-2013) I was informed by the location that my vehicle was repaired and would be delivered back to me. * Around 3:00 pm I received a call from that location stating that my vehicle had stalled again when they attempted delivery and was unable to be delivered. * On Saturday 8-10-2013 I received a phone call from that location stating that they are still attempting to find the problem and would let me know what they discover. This marking the last time I was contacted by your location with any type of update or communication until I came in on Thursday 8-15-2013, attempting to get an update on the status of my vehicle. * This became increasingly important to me not only due to the income lost while without a vehicle but due to a phone call I received from ********** **** **** around 2:00 am on Thursday 8-15-2013. They informed me that my mother (for whom I am also a registered caregiver) activated her life alert bracelet and is not responding to their attempts to reach her by phone. Still not having a vehicle and no contact from your location I was not able to respond promptly. By the time I was able to arrange for transportation and arrive at her residence, she was no longer there. We called ********** **** **** who was finally able to locate her after three attempts and precious time now wasting with no information regarding her condition. Finally confirming that she was at ****** **** ********* ******** where she spent the next six days. * On Monday 8-19-2013 I was contacted through email by **** ******* from Firestone. * In that email he stated that a claim had been set up for an outside inspector to evaluate my vehicle. * On Thursday 8-22-13 I requested that Firestone have my vehicle towed to ** ******** **** as they were still not able to even diagnose the problem to this point. * The vehicle was taken to ** ******** ***** however I still have not been contacted by anybody from Firestone's claims department at the time I am sending this email, being Tuesday 9-3-2013. * On Friday 8-23-2013 I was informed by ** ******** **** that after only to this point an initial inspection, they discovered the timing belt was broken and it will cost $1202.96 on top of the $110 for the initial diagnostic to repair. They have not yet at that point fully inspected the vehicle. * The vehicle is currently at ** ******** **** being inspected and I am awaiting their findings. * On 9-6-2013 after still no contact from Firestone I attempted to again reach out to *** ******* by email, inquiring as to whether I am supposed to be contacted by the claims department as he had stated I would be. To this date I have had no contact from anyone representing firestone at any level, claims nor *** *******.

Desired Settlement: At minimum I believe Firestone should refund my the amount I already paid them. They should also pay **************** for the needed repairs due to reasons described above. They would also reimburse me for income lost during this time and transportation expenses incurred also due to the reasons described above. Any compensation attributed to the situation related with my mother as described above. Transportation and time/income lost would be determined when the repairs are completed and the vehicle is accepted back by me.

Business Response: Initial Business Response /* (1000, 13, 2013/10/07) */ We apologize for *** ********* experience at our Firestone location. We strive to create a positive customer experience every time. The vehicle was brought in for a braking issue; which was resolved. After the brake repair the vehicle developed a running issue. The store performed diagnostics to which they found no fault or relation to the brake work. *** ******** was not satisfied so we submitted to a claims department. The vehicle was towed to a dealership of his choice to have inspected. The dealership found no fault of our store location. In turn the claim was closed. We would still like *** ******** to be happy and have offered to refund his money for customer satisfaction. He did not respond to that email from our claims division. If he so choses I can arrange for this to occur. Please let us know as we value every customers concern. Thank you, Firestone Complete Auto Care Final Consumer Response /* (2000, 21, 2013/11/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hello, I still do fully believe for various reasons as previously stated Firestone did additional damage to my vehicle. Along with the fact that the level of communication and the treatment I received from Firestone was also to say the least disgraceful much less unprofessional. Regretfully the current circumstance with my mother who is near death and the time and effort on my part she requires coupled with the additional financial hardship caused by Firestone's actions, I regretfully have to accept their offer. I just truly hope that anyone reading this, considers not only the lack of ability on Firestone's part to diagnose much less fix my vehicle along with the treatment I have been subjected to by them ponders whether they choose to do any business with their company. Sincerely, ******* ******** Final Business Response /* (4000, 19, 2013/11/04) */ Our claims department has extended an offer to *** ******** as a refund of the brake work done at the store. We definitely value *** ********'s time and patronage. At this time we are not willing to accept liability or cost for the broken timing belt as they are not related to his service. We would be willing to refund his brake work which he could apply in any way he feels necessary to repair the timing belt issue. This investigation was performed by an agency of *** Vaynbers choice and validated our concern. Please let us know if you would accept the refund and we will take care immediately.

11/6/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On 2 separate occasions I had brake inspections. Brought my car in, my inf, o was in the system & left keys. Later the tech called me saying back brakes as quoted in the 1st inspection/quote. Picked my car up but soon after I kept hearing squeaking, but wasnt sure if it was my car or the many truck & buses that travel on my daily route. But soon figured out it was my car. After I could clear my schedule I called Firestone to inform them and took my car back in. I got a call back from *********** saying that he apologize but the emergency brake broke or something like that & they forgot to tell me or recommend that repair. But would work something out. I have been driving the streets & freeways with no emergency brake + when pushing on the brake they go all the way to the floor. The guys are cool there, but I do not think they pay attention and the work they do needs to improve!!! This is not the only complaint I have. We sent our client there and they claimed $1500.00 repairs on a car they never got to start!!!!!!!!!!!

Desired Settlement: Adequate and 100% guaranteed/complete work at no more cost to me! This is embarrassing. Hopefully I am not being taken advantage of because I am a woman.

Business Response: Initial Business Response /* (1000, 8, 2013/10/23) */ The Service Manager ********** offered to take care of the needed repair to the emergency brake. He apologized for not seeing this problem initially and therefore was willing to do the repair without charging the customer for labor. The cost of the part is $114.99. To resolve this concern we will complete the repair at no charge for the customer.

10/17/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On May 27, 2013 I brought my car in for coolant leakage and was told by Firestone I needed a new radiator. They did the work for a total of $568.19. On May 30 the car was idling erratically and a smell was coming from engine and my temp gauge was at "H". I called Firest. while driving and an employee told me to turn the heater on and bring the car in asap and continue driving. I told him I was about 4 miles away, and he said "OK just bring car in." As I pulled the car in to their lot, my "CHECK ENGINE" light was on. They discovered their mechanic failed to reattach the radiator hose properly. They repl. with a new clamp and filled coolant. On June 2 while driving vehicle, temp. gauge again comes on and hits "H". Bring car in again, coolant has again drained out, had to install new spark plugs/wires due to them melting from previous overheating. On June 16, while going up a steep hill, temp gauge AGAIN goes to "H". I drove the car until I could pull over safely. I again brought the car in and they did other work on it. I asked them to do a 'leak down' test which they did not do. On Aug. 13, 2013 my temp gauge again goes to "H", and this time I brought the car to Honda, and it was found to be low on coolant and they did a leak down test and found it leaking on #2 cylinder. I truly believe with my car overheating 4 TIMES and coolant leaking each time contributed to the head gasket problem. I ended up paying $1851.03 to have this problem taken care of.

Desired Settlement: I am seeking reimbursement from Firestone for repair of my engine in the amount of $1851.03 due to damages caused by improper instruction and workmanship.

Business Response: Initial Business Response /* (1000, 9, 2013/10/03) */ Our claims department has contacted *** ****** and have reached a mutual settlement.

9/25/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: 4/27/13 Firestone *** E. **** 2002 Camry SE Mileage 256,311 High mileage oil change Tire rotation Lifetime alignment check Service Advisor: ****** Technician: ***** ***** When I paid for the service (on my Firestone card), the service manager told me that I needed new struts/suspension. They included an estimate for replacing these parts---around $900. 5/18/2013 I asked my race car mechanic to check my suspension.. He checked and said it was fine. I've never noticed any sway or bouncing, etc. 7/13/2013 Firestone *** E. **** 2002Camry SE Mileage XXXXXX High mileage oil change Tire rotation Lifetime alignment Service Advisor: ***** Technician: **** ********* The service manager, *****, reminded me that I needed new suspension. I simply said, "It's fine". He said something like, "Oh, it's fine is it?", in a tone that was slightly sarcastic and slightly threatening. And I replied, "It's fine". I left the car while the work was being done. When I picked up the car and paid for the service on my Firestone card, ***** told me that my radiator hoses were "crunchy" and needed to be replaced. He provided an estimate of around $248. I drove the car home and parked it in my locked garage. I checked the radiator hoses, and they seemed fine to me. Two days later, I drove it, and it bottomed out on a speed bump in my neighborhood. It damaged the under-engine cover. The next day I drove it to the Toyota dealership. They ordered the part, and at the same time I asked them to check my radiator hoses. The service technician said they were fine. 7/23/2013 Toyota of Corvallis (I work in Corvallis and live in Eugene) Toyota dealership replaced the under-engine cover. I paid them $24.99 to thoroughly check all belts and hoses, and I specifically asked them to check the suspension system. When I picked up the car, they said all hoses and belts were fine, and the suspension was fine. No parts needed to be replaced. They said ALL FOUR TIRESWERE AT 20 PSI WHEN I DROPPED OFF THE CAR! Since Firestone had rotated and checked all four tires just 10 days before, (and the car bottomed out the very next time I drove it after picking it up from Firestone) my conclusion is that Firestone let the air out of all the tires---perhaps in an effort to convince me that my suspension was bad. In all the years I have regularly brought my car to Firestone, the tire pressures have NEVER been that low.... And it is suspicious that all four wheels were 20 psi. The repair bill, including the complete check of hoses, belts & suspension, came to $161.15 It is my belief that this repair would never have been necessary except that Firestone tried to upsell me things that my car didn't need. I believe that Firestone deflated my tires in a retaliatory attempt to "show" me that something was wrong. Unfortunately, that backfired. Perhaps Firestone in Eugene gets away with this, especially with older women customers. But I'm not your average older woman customer. Before cars became so computerized, I learned to tune my engine, change the brake pads, adjust the valves, etc. And I have spent around 10 seasons as pitcrew for an SCCA race car team. I don't believe I can trust the Eugene Firestone employees to touch my vehicle. Sabotage is serious business, and my life is at stake. I took my cars to the Firestone store in Corvallis for at least 15 years without this kind of poor service. I could leave my car there and walk to my office, and walk back at the end of the day to get it. In Nov. 2011, my office moved several miles away, so I started taking my car to the Firestone at Valley River Center in Eugene. I have been a Firestone customer for over 20 years. I got a Firestone credit card in 1997. I use my car for my work commute, so I put around 25,000 miles/year on it. I have put Bridgestone tires on my cars for at least 20 years. I switch out to Bridgestone Blizzaks in the Winters. I have lost count of how many people I have told about how great those tires are.

Desired Settlement: I would like Firestone to pay for the $161.15 bill for repairing my car and having the Toyota dealership check and determine that none of Firestone's recommended repairs were needed. I would like an apology, and an admission that Firestone deflated my tires.

Business Response: Initial Business Response /* (1000, 17, 2013/09/11) */ It is our understanding that a check was issued to Ms. ****** for the diagnostics at the dealer on 8/20/13. Strut recommendation was based on MAP guidelines vehicle over 50K miles. Final Consumer Response /* (4200, 23, 2013/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am concerned that this Firestone store may not merit a high rating from the BBB. Although they sent me a check, that doesn't mean they have changed anything about their business practices. That means that someone else may be subjected to the same tactics that I was. And this is unacceptable. That's why I complained. I don't want this to be whitewashed over just because they sent me a check to cover inspection and damages that they caused. The truth about their recommendation for strut replacement is this: They made the recommendation on April 27, 2013. On May 18, 2013 I had my race car mechanic check the struts. He said they were fine. A few weeks after that, I returned to Firestone & they made the same recommendation, and I told them my suspension was fine. They disagreed, and I believe they sabotaged my car by deflating my tires, when they knew better. If I check my suspension and say it's fine---and they say they were only recommending the change due to high mileage---then when I say it's fine, they should take my word for it and stop recommending something I don't need (and hiding behind vehicle mileage as the reason for the recommendation). After my vehicle was damaged, I had the Toyota dealership check the suspension & they said exactly what my race car mechanic said---struts are fine. And the same held true for the "crunchy" radiator hose: it wasn't crunchy. It was fine and didn't need to be replaced according to the Toyota dealership. The Firestone offer to reinspect my vehicle is a sham. The Toyota dealership already inspected the vehicle & I am satisfied with their conclusion that the vehicle doesn't need Firestone's recommended replacement parts. There is no final resolution to this complaint. Firestone's response sounds like they will continue to make recommendations in spite of customers' statements that those services are not needed. And their retaliation is unconscionable. When the customer says "no" to a recommendation, that needs to be respected. Final Business Response /* (4000, 21, 2013/09/13) */ At Firestone Complete Auto Care, it is our desire to insure that each customer's experience leaves them feeling secure that their service or repair has been completed to their satisfaction. Our store reimbursed Ms. ****** for the repairs allegedly caused at the facility to insure her satisfaction. The struts that were recommended by our store was based on the Motorist Assurance Program (MAP) Guidelines that all of our locations adhere to for recommendations based on mileage of the vehicle. Attached is the Monroe 50k/80km recommendation for your review. We would be more than willing to re-inspect the vehicle if that is something Ms. ****** would like to do.

9/2/2013 Advertising/Sales Issues | Read Complaint Details

Additional Notes

Complaint: I am selling my car and took upon the request of the potential buyer took my car to firestone for their inexpensive vehicle inspection. after looking at the vehicle told us that 1500.00 worth of repairs had to be done including new tires which I had purchased only months before, new brakes, and other issues that their business specializes in . they of course said they could fix all these things and after questioning them they said that it was illegal for us to even be driving the vehicle continuing to pressure us and belittle us trying to get us to use their services. I asked for a print out of what they found was wrong and they refused . we declined their services and I than took my vehicle to another mechanic and had my car checked and found that the only thing wrong with my car was slight wear on my brake pads.

Desired Settlement: their business practices cost me the sale of my vehicle because my potential buyer decided to buy a different car after hearing what they had to say I am seeking 1500.00 the asking price for my car

Business Response: Business' Initial Response /* (1000, 7, 2013/08/19) */ We wish to make all Firestone cusotmers satisfied with their service. We adhere to the MAP standards and practices setout by the industry. I have attached the work order with the estimates, inspection sheets, and signed invoices for you to revied. From reviewing the data I would be happy to setup a reinspection with ****** present. We want all parties to be as informed in the process as possible. I don't believe at this time we are responsible for the vehicle purchase. We inspected the vehicle and provided her the information from our inspection as requested. *****SUPPORTING DOCUMENTS REDACTED BY BBB*****

8/14/2013 Problems with Product/Service | Read Complaint Details

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Complaint: My car overheated. And needed a new thermostat. Firestone also ran a code for new oxygen sensor. They then said my radiator cap melted. I told them my car uses 2005 honda civic parts. As its an Acura EL. They had my car 5 days. They kept ordering the incorrect oxygen sensor. On the 4th day my car was still not ready. And they are too busy to get to it. Wouldn't my car be first priority if its been there 4 days? Then they called me and said it may now need a new radiator and can't tell until the new oxygen sensor is placed. I called back and talk to another mechanic and he said I need the new radiator. I asked if the oxygen sensor have been put in yet and he said no, we are really busy. Then I asked him how does he know I need a new radiator. He said they did a pressure compression test and it leaked. And it will cost me $464 additional to my $908 bill. I had him talk with my dad over the phone. After my dad spoke with the mechanic it seems like Firestone cracked my radiator when they did the pressure test and they will not charge me for it. So they were going to charge me $464 but once my dad questioned it and said it was not leaking before I brought it in, they said they probably cracked it and will not charge me. So why did they tell me they would charge me $464 for their damage and then after the conversation tell my dad they are not charging after he questioned it. Also, my radiator cap did not melt, they told my dad it was the seal. So why didn't they tell me that. So when I finally got the car. They took off $220 for the radiator. But why charge me $464 in the first place. They were ripping me off. And the $908 i did pay was a total rip off and took advantage of me. The manager felt bad and offered me a free oil change. There is no way I will take that free oil change. I had to pay $908 to horrible service and not worth headache and stress I was put through.

Desired Settlement: I will definitely spread word of mouth my terrible experience with firestone. The $908 should of been discounted not just my damaged radiator they messed up. Instead I was offered a free oil change. Come on, take at least half off my $908 ripped off bill.

Business Response: Business' Initial Response /* (1000, 6, 2013/07/31) */ We agree to resolve this issue by refunding the amount requested. Please have the customer contact me at XXX-XXX-XXXX. Thank you.

8/5/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I left my car to this FireStone car repair store to repair the window motor and secondary air injection valve beside the engine on 6/8 and picked it up on 6/11. After I picked my car up on 6/11 I drove on highway and less than 5 miles I heard some loud noise and then parked the car beside the highway. I found the whole splash panel dropped off and was on the ground. I was lucky that it didn't get stuck in the wheel, in that case, I may lose control of my car and get killed on the highway. On 6/12, I told the FireStone this accident. They towed the car and replaced the broken splash panel but they claimed it was not their fault at all. The drop off of splash panel had never happened at least in the past two years while I owned this car and my last repair was 10/2011. I just drove away from their store for less than 5 miles and the splash panel dropped and put me into danger on the highway. All pictures can be found at ***********************************

Desired Settlement: Full refund.

Business Response: Business' Initial Response /* (1000, 10, 2013/07/23) */ The work that Firestone did was not near the splash pan which is located under the engine and had nothing to do with that part of the vehicle. For customer satisfaction our store purchased a new splash pan and installed it for no charge to the customer. This had absolutely nothing to do with the repairs that Firestone did to the vehicle. Those repairs were all completed to the customers satisfaction.

8/5/2013 Problems with Product/Service | Read Complaint Details

Additional Notes



Business Response: Business' Initial Response /* (1000, 10, 2013/07/23) */ Customer's vehicle had been aligned close to 20 times at no charge under her Lifetime Alignment Agreement. She has already been issued a refund of $119.99 on a customer satisfaction basis. Thank you.

6/11/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I brought my car in because it had a small leak. Now it leaks more then it did before I brought it in there. I paid for them to diagnose the problem, when they told me what the problem was, I paid $300 to have the problem fixed. they have to order the parts from the dealer which took two days before they could fix the problem. I then waited there for 4 hours for them to fix it. After I got home and parked my car in the garage, I saw a trail of water going up my driveway, I looked under my car and there was a puddle of water/antifreeze. I have been without a car for almost a week now, I have spoken to them and still have not gotten the relief I am seeking and I'm still waiting for them to call me back again. there are two disabled people that depend on this vehicle and it is the only vehicle in the household.

Desired Settlement: I want the Firestone in Auburn to fix the car. I do not want to take my car back to the same shop that messed up my car in the first place. I paid for the leak in my car to be fixed. Not only is the car not fixed, it is worse than it was. I do not want to pay more or again for my car to be fixed when I already paid for the leak in my car to be fixed.

Business Response: Business' Initial Response /* (1000, 6, 2013/05/29) */ We apologize for the inconvenience. I have forwarded the complaint info to the Auburn Store Manager, ************. ****** will contact the customer today and make arrangements to repair the vehicle at no additional costs as requested.

6/3/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Firestone did an oil change on my car as well as checked all of the fluids in the vehicle. Within two weeks, my car, which has a brand new engine and radiator installed, was malfunctioning. The temperature guage was bouncing, but not overheating at that point. I took it back to firestone to make sure they had checked my coolant. The technician told me to take my care into my regular mechanic and have him replace the thermostat, as that was the only problem he saw wrong, and adviced me it was okay to keep driving the car. I called my regular mechanic and made an appointment to bring my car in. Before that date, my cars engine light came on, it started making really awful clicking noises, and it completely broke down in the middle of the freeway. I brought it back to firestone, who now claims they have no responsibility for my cars damage. My gasket has blown, causing fluid to be pushed into the radiator, and my thermostat is also broken. My regular mechanic as well as another that I have consulted, state that if you leave the radiator cap loose, and not screwed on as tight as it can go, that this can cause the gasket to blow; the thermostat being a sign that this is starting to occur. My engine and radiator as stated before are both less than a year old, and it is HIGHLY unlikely that this is a coincidence, or that any damage should be done to my vehicle's brand new parts already. I have been very unimpressed with Firestone's claim "managers". Each have told me a completely different story about what the cause of my car breaking down really is, and have refused to send me the investigators report so I can see for myself. The only information that matches between those that I have spoken with, are them claiming that they refuse to pay to fix my car. Upon some online research, I have found numerous claims that people have experienced the same things with these claim managers, all refusing to have any responsibility for damage and therefore refusing to pay, that all ultimately ending up being paid by firestone via various other avenues, such as court. I have talked to numerous people in the firestone claims department and quite frankly I am tired of it because nobody is telling me the truth or taking responsibilty for my cars damage

Desired Settlement: I would like firestone to pay for the damage caused to my vehicle--it is being assessed at my regular mechanic shop as we speak. There is absolutely no way that this is a pure coincidence, and firestone IS at fault for my vehicle with brand new parts, breaking. I want firestone to pay my regular mechanic to fix my car, and if found to be totaled, pay the car out. I would also like firestone to pay for a rental car for the duration of the time that my car is out of commission. If I continue to speak to claim managers that "claim" that firestone is not responsible for the damage done to my car still, I will take firestone to court, and will involve the ************************************* ****** I would however love to settle this without having to take those measures, as it will be easier for both parties.

Business Response: Business' Initial Response /* (1000, 11, 2013/05/19) */ An oil change service did not cause the damage to this vehicle. Firestone does not accept responsibility for this failure.

6/3/2013 Problems with Product/Service
5/22/2013 Problems with Product/Service
4/18/2013 Advertising/Sales Issues
4/2/2013 Problems with Product/Service
3/20/2013 Billing/Collection Issues
3/6/2013 Problems with Product/Service
12/24/2012 Problems with Product/Service
11/12/2012 Problems with Product/Service