BBB Business Review

BBB Accredited Business since 12/01/1976

Firestone Complete Auto Care-Hanover Park

(630) 830-88001960 Irving Park Rd, Hanover ParkIL 60133-3254 Send email to Firestone Complete Auto Care-Hanover Park

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BBB Accreditation

A BBB Accredited Business since 12/01/1976

BBB has determined that Firestone Complete Auto Care-Hanover Park 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 Firestone Complete Auto Care-Hanover Park's rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Problems with Product / Service1
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on Firestone Complete Auto Care-Hanover Park

Customer Experience Total Customer Reviews
Positive Experience
Neutral Experience
Negative Experience
Total Customer Reviews 0 Customer Reviews

Complaint Breakdown by Resolution

Complaint Resolution Log (2)BBB Closure Definitions
08/26/2013Problems with Product / Service | Read Complaint Details
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Complaint
They did an install of four tires and used the wrong caps on my tire pressure monitor equipped vehicle. After breaking one of the stems trying to remove the caps, I brought the tire in and one of the staff members admitted to the mistake (in his exact words - "we never should have installed those caps in the first place") and said he would take care of it.

The second day, they charged an additional $136 for fixing their mistake claiming no one had made such an offer prior and that this "was not in their system." Meanwhile, I will still have to replace the other sensors at my cost since none of the caps are removable. Had I known I would get charged $136 for a $30 TPMS, I would have not brought the car back here and paid them to fix their own mistake. Even after paying the additional amount to fix the problem, the car is still reporting that the sensor is not found and that the tire pressure monitoring sensor on that wheel needs to be serviced.

Desired Settlement
I would like them to reimburse me for the extra charge of $136 and remove/replace the caps on the other 2 wheels affected.

Business Response
It is our understanding that the metal valve caps corroded and fused themselves to the TPMS valve assembly causing one valve assembly to snap when Mr. ****** tried to remove the cap to put air in his tire. Our regional supervisor has offered a refund of the initial sensor cost (around $136) to his credit card the next time he is in the store. The store had to order a new sensor for Mr. ****** to get his tire fixed and the credit will be issued for customer satisfaction.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)

01/25/2013Advertising / Sales Issues

Industry Comparison| Chart

Auto Repair & Service, Tire Dealers

Additional Information

top
BBB file opened: 01/01/1940Business started: 01/01/1900
Contact Information
Customer Contact: Mr. David Fisher Mr Karl Heitz (Asst. Dist. Mgr.)Mr. Allen Peterson III (Branch Mgr.)
Business Category

Auto Repair & Service, Tire Dealers

Industry Tips
Contracts

Map & Directions

Map & Directions

Address for Firestone Complete Auto Care-Hanover Park

1960 Irving Park Rd

Hanover Park, IL 60133-3254

To | From

LocationsX

1 Locations

  • 1960 Irving Park Rd 

    Hanover Park, IL 60133-3254(630) 830-8800

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Chicago and Northern Illinois. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Firestone Complete Auto Care-Hanover Park is in this range.

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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Industry Tips for Auto Repair & Service

Contracts
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BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.

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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.
Details

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.

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BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

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As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.