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BBB Accredited Business since
Phone: (847) 426-7757 Fax: (847) 426-0421 160 S. Western Ave., Carpentersville, IL 60110
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A BBB Accredited Business since
BBB has determined that Firestone Complete Auto Care-Carpentersville 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.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Firestone Complete Auto Care-Carpentersville include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Business ManagementMr. Chris Zapfe, Store Manager Mr. Darick Deel, Asst. Dist. Mgr. Mr. Brandon Johnson, Asst. Dist. Mgr
Auto Repair & Service Tire Dealers General Automotive Repair (NAICS: 811111)
160 S. Western Ave.
Carpentersville, IL 60110 (847) 426-7757 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
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|
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Problems with Product/Service
Read Complaint Details
Complaint: (I have attached/included a copy of Firestone's advertisement displayed on the company's web site) It displays Buy3GetOneFree-Ltd Qnty at $118.49 each plus taxes and fees. That amount totals to the amount of: $355.47 plus taxes and fees. After arriving to Firestone Garage,the terms & language of offer were different than what had been originally explained to me prior when speaking in detail with customer support online,Mr. *** *** and ****, manager of the store. When speaking with Mr. *** ** , he was asked in simple terms of this offer being in effect on more than one occasion throughout the chat online, & was informed by him several times, "Yes" it was $118.49 Buy 3 get 1 Free. I asked if he could locate a store locally that has the tires in stock, which he found **************e,IL. I asked Mr. *** ** if he could contact the store & find out for sure this was the case. He replied he had spoke with the manager, ****, and to give him a call to set up the appointment. I then spoke to **** by phone which he confirmed the Buy 3 get 1 Free offer so I made the appointment for today. After my arrival, & to my surprise, the terms of the deal were different and had been changed. I was fortunate to contact Mr. *** M;bringing to his attention & reminding him of our previous chat. He remembered. ( I can provide the chat ) I have asked him to look into the matter, so he calls the store I then spoke to **** by phone which he confirmed the offer, so I made the appointment for today. After my arrival and to my surprise, the terms of the deal were different and had been changed. I was fortunate to contact Mr. *** ********** to his attention of our previous chat. He remembered (Ican provide today's chat)I asked for him to look into matter,so he calls the store. First he says they added a $100 warranty and I have to reiterate the issue at hand. Now Mr. *** M. has changed the scenario in favor of the store and has conveniently disconnected me from chatting. Now speaking to the employee at the store, he wants to explain that the deal is 25% off each tire at the price of $157.99 each which comes out to be buy 3 get one free, pointing to fine print on a different piece of paper printed from their site, noting "not combined with any other offer." Clearly their offer was displayed and leads the customer to believe: "Buy 3 Get 1 Free at the sale price of $118.49" and confirmed originally by customer support after inquiring several times who placed to call to arrange the purchase.
Desired Settlement: I'm seeking the difference of cost including taxes and reasonable compensation for my time in the form of refund.
Business Response: Initial Business Response /* (1000, 6, 2014/06/20) */ Contact Name and Title: **** ****** Region Mgr Contact Phone: XXX-XXX-XXXX x 1002 Contact Email: *******@bfrc.com I left a message at the number listed for this customer with a female that answered the phone. The price that was paid for the tires was correct. The regular price for the tire is $157.99 as pictured in the attachment from the customer. The Buy 3 get 1 free price gets the average to $118.49 for all 4 tires. If you click on the get quote button it clearly shows the pricing.