ComplaintsforBridgestone Retail Operations, LLC
Auto Repairs
Additional Complaint Information
Customer Complaint:
Due to the volume of complaints filed against this business, BBB only publishes the details for 40% of the total complaints filed. While BBB continues to accept and report complaints against this business and fulfill its responsibility to inform businesses of communications from its customers, this business has indicated to BBB that it will not work to resolve customer disputes through BBB.
While BBB continues to accept and report complaints against this business and fulfill its responsibility to inform businesses of communications from its customers, this business has indicated to BBB that it will not work to resolve customer disputes through BBB.
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Complaint Details
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Initial Complaint
07/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I am contacting the BBB for the damage to my Chrome PVD rims. Damage was done by Firestone Complete Auto Care in ******* Pa.Wednesday 07/10/2024 I had a flat tire. I was told by the manager on duty that day - ****- that it could not be patched I would need to purchase a new tire. They were not able to replace my tire with the same type. So, I ended up purchasing 3 more tires that would match.My next appointment was on Sunday 07/14/2024 to have the other 3 mounted. When it came out of the garage all 4 rims were chipped and scratched. I paid ******** for tires and rec'd damage to my rims in return.The manager, *********************** tried to say I brought it in that way, that was not true. My rims were in perfect condition when I brought it in for my appointment. The employee did not use the correct Duckbill on the tire changing arm. I trusted Firestone to have properly trained employees. The manager, *****, proceeded to ****** a picture of damaged rims and claimed that **** rims are known for this. ***** said he would send a claim to the Firestone adjuster. I received a call from the Store Claim Adjuster **************** I spoke with him and he asked for pictures and what had happened that day. I received an email the same day from *********************** with the same ****** picture of a damaged rim, Which is the exact same picture ***** had ******d on his phone.Since when does a Claim Adjuster go by something on ******. *****, said someone would come out and assess the damage. Instead all I received was an email stating the damage appears to be flaking of the Chrome PVD, along with a ****** picture. Chrome PVD rims are very durable & won't pit or flake under normal conditions. My truck is in excellent condition and garage kept. There is no way all 4 rims suddenly chipped and became scratched own their own.The pictures from ****** are from an unkept vehicle. Firestone is responsible for the damage & for replacing all 4 rims. I was treated like a stupid female which is discrimination.Initial Complaint
07/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 7/24/24 my 81 year old mom took her 2014 **** Escape to Firestone Complete Auto Care for a diagnostic determination and repairs. The car had been jerking and losing acceleration then accelerating quickly while the car was being driven. Firestone stated they would look at the car and get back with her. My mother was contacted later that afternoon and told that the car needed four new tires because that was the problem. She was then quoted a price of over $700 for the four new tires. She then told them she didn't have that much money. They then stated they could check with a wholesaler to see if they could find them cheaper. She was then told they found some for a little over $400. My mom then questioned if the tires had anything to do with how the car was driving. She was told if she did not purchase the tires that there was nothing further they could do. My mom being elderly and dealing with multiple health issues agreed to the new tires. The next day she was asked to come and test drive the car after the tires were put on. At this time she was calling countless repair shops and being told new tires had nothing to do with what the car was doing. That said, Firestone obviously felt whatever repairs were required to fix the problem was not enough money so they added in 4 new tires to make it worth there while. But this is shady and deceptive business practices. Shame on them for taking advantage of an elderly women with multiple health issues.Initial Complaint
07/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On Saturday, July 20, 2024, I had an appointment to bring my wife's car into the Tires Plus location at ******************************************** for an oil change and an alignment. When I arrived, I was told that they would also need to rotate my tires at a cost. I asked why they would need to charge that and was told it is a new policy. I explained that I felt I was being nickeled and dimed by Tires Plus. *****************, the store manager then jumped in, and he said he was refusing my service today and I should go to another Tires Plus store. I have had a relationship with Tires Plus for over a decade and asked him to look at my history. He chose not to and said I could contact corporate customer service which I did. **** took my information down and said I would hear back from someone in 48 hours (2 business days) or more. I am very uncomfortable with your store manager or anyone else there have access to my personal information as, based on his erratic and unsubstantiated response, could cause me problems. I shared that with **** to make sure it was documented. While I recognize you are tweaking the programs you have offered in the past (lifetime rotation and balance), as someone who has patronized your business for a very long time, I am not happy with the change. I purchased lifetime alignment from them and now, cannot use it. I have asked for a refund for the 4 vehicles that have this service.I did contact customer service twice since the initial interaction and awaited a call back from the area manager (*******) first and the regional manager (TJ). At this point, as I did not hear back, I am writing this complaint.Initial Complaint
07/26/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
On February 9, 2024 I put a Dynofit 2 1/2 inch leveling kit on my 2018 F150. I was not able to properly torque the upper control arm to steering knuckle. The following morning 2/10/2024, I drove the vehicle to Hibdons tires in ***** and requested a wheel alignment(after putting on a leveling kit, a wheel alignment is recommended), I also requested that they check the torque on the upper control arm bolts. That request is echoed on the receipt. June 12 while driving to work, the upper control arm separated from the steering knuckle, causing extensive damage to the steering and suspension of my vehicle. Luckily, I was on a city street and had just got off the highway. I was able to stop in time to avoid the tire completely separating from the vehicle. If I had still been on the highway, the outcome would have been catastrophic. I had the vehicle towed to the Hibdon in *****. The Hibdon tires insurance company had an inspector come out and inspect the vehicle to determine the root cause. This is what the report stated was the root cause It is suspected that the nut supplied with the leveling kit used to secure the right upper ball joint to the spindle was not a lock nut like is required. The insurance company at that point denied my claim. I explained to the insurance company that the leveling kit did not come with an upper control arm nut, and that you reuse the one you had removed from the **** factory. as they requested , I supplied them with a parts list from the leveling kit, proving that the steering knuckle to control arm nut was not changed therefore it could not have been inadequate. Their failure to adequately torque the upper control arm is what ultimately led to the failure. I have proven that the kit did not come with a different steering knuckle to control arm nut. At this point, the insurance company is refusing to talk to me and refusing to pay for the damages And towing bill ******** close to $7000.Initial Complaint
07/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
7/16/24 I went to ******** to get a belt fixed. So they did an entire car inspection. Came back with back brakes and a battery. I had this sent to my email. I had pictures of both. Then the manager said btw your motor mount is bad too. When I got home I called them and stated I dont have an estimate or picture of motor mount. They said because we dont know which motor mount. How can they tell me I need a motor mount and they had no idea which one. Took 4 hours at the store for them to tell me which one. This should have been a red flag. But I scheduled the appointment that stated no longer than 2 hrs. 7-19 sat in waiting room over 2 hrs for him to finally say rear motor mount and we have to order it. After pc came in I had appt 7-20. A couple hr job took 7 hrs. I knew something was up why it was taking so long. So they finish, they dont test drive it. Saids all done. I get in it and drive 3 miles to my house, I was so scared driving it. It was shaking and vibrating so bad. It wasnt like this in the beginning when they stated I needed a new one. I called told them car is not driveable. Took it back in 7-21 again there for 4 hrs. They stated pc they put in was defective or the damage the other motor mount. Took car home again. Stated they had to order another pc. I call shop later that day to see if their was someone else to speak with. **** said call the Ft. ****** store they are experienced. After that comment I knew not to allow them to touch my car again. After being without a car for 6 days, I lost my job, called AAA to tow car to their shop. They stated the motor mount that was put in didnt have the rubber boot on it. It was metal to metal. It could have messed my transmission up. Ive made over 7 calls to corporate and one email. They refuse to call me back. I want a full refund and compensation for losing my job and not having a car. **** said he was doing a report to their legal team. So I said Ill seek an attorney too.Customer response
07/27/2024
After not being able to drive car for 5 days had it towed and worked on. Additional $501.30 just to get it drivable. Its still not right. AAA stated they have no idea what TirePlus done. So Im out a total of $857.00 and something is still wrong. I only have ******* miles on my Corolla. It had a lot of life in it till TirePlus touched it.Customer response
07/27/2024
After not being able to drive car for 5 days had it towed and worked on. Additional $501.30 just to get it drivable. Its still not right. AAA stated they have no idea what TirePlus done. So Im out a total of $857.00 and something is still wrong. I only have ******* miles on my Corolla. It had a lot of life in it till TirePlus touched it.Initial Complaint
07/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I took my car to the shop roughly around June 19, 2024. Needed a tune up of my engine, which required them to replace several engine coilers, a spark plug, an engine filter, and a few other things. I picked the car up, drove it home, and parked it while heading out of town. Upon returning, about a week and a half later having only driven the car from the shop, I noticed that there was an engine light coming on. The engine light said "reduce power speed, drop off at your nearest mechanic", which I did. Upon the inspection by the new mechanic, he discovered that one of the cynlinders (which was replaced by Firestone) failed. They discovered that there was damage to my car with the fuel injector damaged and cracked (thanks to the Firestone mechanic), which needed replacing. Another cylinder's cover cap was cracked and broken. I took the car back immediatly to Firestone as advised by the other mechanic. The Firestone shop manager, ****, did not take any responsibility for the damage they caused to my car, making up excuses, and had poor customer service. After the shop made it clear that they would not do anything to resolve the issue they caused, I filed a complaint with Firestone Headquaters. They forced me to keep my car in the shop for TWO WEEKS with NO resolution or rental car. I called and emailed Firestone Headquaters multiple times, and they have kept giving me the run-around, claiming that the Firestone would "do their thing". Still, to this day, I have not heard anything from Firestone since, except for the fact that the Inspection of my car was done and that I would be hearing from them soon. I had to threaten to call the police for them to release my car in order to take it to a new mechanic so that the damage could be fixed. Firestone has yet to respond. I'm requesting a refund for the original service in addtion to the cost of the repair for the damages they caused. The bill for the repair should be availble next week when the car is all repaired.Initial Complaint
07/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Date: July 25, 2024 Subject: Misdiagnosis and Unnecessary Repairs by Firestone in **********, ** To Whom It May ********* am writing to file a complaint against Firestone Complete Auto Care in **********, **, regarding a series of misdiagnoses and unnecessary repairs to my vehicle's air conditioning system.Incident Details:On July 7th, I visited the Firestone location for an issue with my vehicle's air conditioning. The initial diagnosis indicated a problem with the pipe, and repairs were carried out accordingly. However, the air conditioning problem persisted, and I returned to the same Firestone location on July 19th.During the second visit, it was determined that the belt needed to be replaced. The staff continued to focus on attempting to repair the air conditioning issue, but it was later revealed that the actual problem was related to the vehicle's computer system, which Firestone was unable to address.Impact:These misdiagnoses led to unnecessary repairs and costs, as the true issue was not identified during the initial or subsequent visits. This not only wasted my time but also caused undue financial burden.Resolution Sought:I am requesting an adjustment for the costs associated with the incorrect repairs and parts replaced on July 7th and July 19th. I also seek a formal apology and assurance that measures will be taken to prevent such misdiagnoses in the future.I have made several attempts to get in contact with a Area and Regional team member. My case number is, 2832067.Thank you for your prompt attention to this matter. I look forward to a satisfactory resolution.Sincerely,*************************** ************ ********************Initial Complaint
07/24/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I went to firestone in ******** IN store, they poured a liquid seleant into my gasket. I had to have my engine replaced. I contacted corporate and the US attorney general . They agreed to pay a settled amount , they gave me no exact amount . I talked with ********************* via email and have not heard anything back and avoiding my calls .Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
4 new tires with ****** mile warranty purchased from Firestone exactly 1 year ago. Tires are prematurely worn out after only ****** miles and will not pass state safety inspection. Tires are obviously defective but Firestone refuses to honor tire warranty.Initial Complaint
07/24/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
On 7/16/24 I had my 2016 ******* Sonata towed to Firestone for repairs. I had originally had a knock sensors fixed by them in March 2024 in **********. I thought it was the same issue going on & should be under warranty. On 7/16 the looked at my vehicle . I received a call from *** who advised that it was in fact my engine needed to be repaired/replaced. And they could not fix it. I advised him that I would have my vehicle towed from there by Fri or Sat. He in turn said "no problem, it'll be parked out back." The tow company got there Sat 7/20 & called to tell me my vehicle was not there but Firestone still had the keys. I in turn called Firestone & spoke to ***. He advised he didn't realize my vehicle was not there. When I got there to pick up my keys. Another mechanic said he was going to move my car on 7//17 but didn't see it. He said he thought I had it picked up or someone else moved cause my keys were still there. No one never called to say my vehicle was gone, if I picked it up or not cause they still had the keys. I filed a claim with their corporate department. They emailed me on 7/23 to say they see no negligence being done. Not to mention there are no cameras in the back of the building.
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Customer Complaints Summary
2,135 total complaints in the last 3 years.
772 complaints closed in the last 12 months.