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Consumer Complaints

BBB Accredited Business since 03/15/1988

Firestone Complete Auto Care-Mokena

Phone: (708) 478-4952

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues1
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Total Closed Complaints2

Complaint Breakdown by Resolution

Complaint Resolution Log (2)BBB Closure Definitions
11/22/2013Problems with Product / Service | Read Complaint Details
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Complaint
Firestone performed an oil change on our 2006 ******** on *********** The next dat the car stalled on the interstate and had to be towed. The tow truck drives noted a pool of oil under where the car had stopped. My mechanic found no oil on the dipstick, called me, I notified Firestone and they had the car re-towed to their shop.
Their service manager said someone would call me soone.
On ********** someone from Firestone called and said a claims adjuster would call me today.
Have heard nothing.
We have spent $500.00 in car rental in 6 days and no word on the car.

Desired Settlement
Repair or replace the motor to previous I damaged condition

Business Response
Our claims department sent out an independent inspector from ********** ********** ******** to determine if our store was responsible for the current damage on Mr. *******'s engine. The inspector indicated that this was an internal part failure not related to our service. Based on the information provided, Mr. *******'s claim was denied. Following is the inspector's report: Details of inspection and test(s) performed:
The subject vehicle was equipped with a cartridge type oil filter and the inspector observed there were no leaks or stains on the exterior of the cartridge housing or cover or any obvious damage apparent. The oil pan drain plug was tight and dry. No torque seal or paint had been used on the drain plug or the pan. The engine cranked excessively fast like it had inadequate compression. The inspector watched as the oil was drained and verified approximately 5 quarts of oil came out of the pan before the filter was removed indicating the engine had been filled with oil. The oil filter was removed and the inspector noted the following numbers were printed on one end of the filter cartridge: XXX XXXXXXX XXXXXX Product of USA. The filter cartridge was intact and not distorted or showing any obvious manufacturing flaws. The O-ring was in the correct ring groove and not distorted, flattened or damaged. The top of the engine was dry and there were no oil stains on the underside of the hood to suggest this engine leaked or displaced a significant amount of oil from the oil fill hole area. There were no leaks evident from the drain plug area or from the filter area. There was a hole approximately 1.25 inches by 1.25 inches on the left center of the engine cylinder block that had been punched from the inside out and the inspector noted there were some oil stains below the hole suggesting oil had been present in the engine at the time of the engine cylinder block became compromised. The oil change service performed at Firestone November 11, 2013 and over 500 in-service miles previously was a quality service that neither caused nor contributed to the current internal engine problem.

Cause of Failure/Conclusion:
The engine has an internal problem that will require disassembly to pinpoint the root cause and extent of the internal problem.



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

06/03/2013Guarantee / Warranty Issues

Industry Comparison| Chart

Auto Repair & Service, Auto Parts & Supplies - Wholesale & Manufacturers, Tire Dealers

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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.