ComplaintsforBridgestone Retail Operations, LLC

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My experience with Firestone is, quite honestly, abysmal. I purchased a set of wheels and tires from tire rack and had Firestone listed as the recommended installer. The wheels and tires were shipped and installed by the Odenton Firestone to begin with. The following week I hit road debris and when attempting to change to my spare, snapped a stud because the wheels were installed with a torque gun to save time rather than a wrench. When having a replacement rim shipped to them I informed them of the snapped stud and asked that they check my lugs after installing the new rim. Yesterday, I hit a pot hole which ended up bending two of my rims, which I went to Firestone to have examine. Because I was visiting my girlfriend, I was 45 minutes away from my usual Firestone. The Firestone in Alexandria snapped another stud when removing the wheels to find the bend. They then stated that to replace the stud they snapped it would cost 300 dollars. I informed them the wheels were installed by the Firestone in Odenton and the service should be free. They informed me that because the other Firestone did not place notes in the system that they somehow could not verify that Odenton even installed them. I called the Odenton Firestone to correct the issue and, while they would repair it for free, they could not fit me in for two days, meaning I'd have to drive around with a snapped stud. While getting the bent rims repaired I had another shop do the same job for $75 instead of waiting. This doesn't include the previous snapped studs cost, which was only $20 to repair and replace. Why in the world is Firestone charging such an outrageous amount to their customers for a job that a local mom and pop shop will do for 20 bucks and a luxury car center will do for 75? I understand I could have waited to have the service done for free, but to be perfectly honest I will never take my vehicle to a Firestone again and will actively recommend to anyone who asks to avoid them at all cost.

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2022/01/20) */ We apologize for any inconvenience this matter may have caused you. At this time, our records indicate that management has issued you a refund. Kind Regards.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ms. Donna *****, Thank you for answering my email. I sent my statement in detail along with invoices to your office at: BBB ***************, Jacksonville, Fl.***** via certified mail today. Here's a brief statement related to the problem: My car (2008 ***** SUV) develops oil leaks. On 11/29/2021 the shop advisor (Mr. Jay) and a master Mechanic analyzed the problem and concluded that by replacing (a) Oil Pan and Gasket, (b) Oil Cooler Hose assy. will stop the oil leaks. I was charges:$999.49. Contrary to their promised to stop leaks, leaks continue. I was advice to return the car on at least 3 different occasions but, with negative results, Please NOTE: Today 1/4/2022, I sent my statements and invoices/job orders to: BBB, ***************. *******, Jacksonville, Fl. ***** Shop/Store at: Firestone Complete Car Care (Store #******), **********************************, Fl. **********, Tel: ************ .

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2022/01/12) */ We apologize for any inconvenience this matter may have caused you. At this time, our records indicate that management issued you a refund. Should you have any additional questions or concerns, you may reach us at [email protected]. Consumer Response /* (3000, 7, 2022/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not yet recd the refund as of today 1/15/2022. Please keep this case open until I recd my refund. I will notify BBB as soon as I get it. v/r **************** ******************************** Business Response /* (4000, 10, 2022/01/19) */ The check was issued on the 1/13/2021. Please allow 15-20 business days for the check to arrive. Kind Regards. Consumer Response /* (2010, 11, 2022/01/19) */ I have just received my refund/check from Bridgestone/Firestone yesterday afternoon. Please consider this case (#********) closed. I truly appreciate your time and help in this matter. Again thank you guys, you're awesome! BBB is the best. v/r, Dom Bayot ********************************

• Initial Complaint

  01/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of service 10/25/2021, Routine alignment maintenance that could have resulted in injury or death due to lack of care when handling my vehicle.Just 2 days following this visit while driving down a busy street my front passenger wheel dropped causing my husband to pull away from the vehicle next to him before nearly colliding. Later to find out the control arm bolt was loose and the washer & nut were missing. Just days earlier both upper & lower controls were replaced; which resulted in a need of alignment. After investigating all possible scenarios we contacted Firestone where we were told lies so after having to tow the vehicle, replace & repair the needed items. I contacted the Corporate office which led to a return call from the store manager pretty much saying I was wrong and why this was just now brought to his attention. I explained this was not the 1st complaint and have been very diligent with my findings that my main concern was to make sure something like this does not happen again. He ignored my concerns and would not take responsibility for any mishandling and refused further action however, I cannot ignore that fact that my husband's life was in danger and I will not let this go unheard. There needs to be a safety audit imposed to make sure all steps are being followed according to procedure and this does not happen to another person.

  Business response

  02/08/2022

  Business Response /* (1000, 5, 2022/01/12) */ Thank you for you bringing this matter to our attention. We will look into this matter further and address accordingly. Kind Regards. Consumer Response /* (3000, 7, 2022/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no apology nor a resolution to the additional cost I have incurred. Business Response /* (4000, 11, 2022/02/01) */ Thank you for your response. A member of our management team will contact you to further assist. Thank you.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 31, 2021 I had an appointment at Firestone************** at 0700 am . Because my car was hesitating when accelerating so I. Wanted to get a diagnostic check. I drove 17 miles from my house to Firestone at 60 mph. With little hesitation . Service advisor Leonard checked me in and Technician Johnny proceeded to you do the diagnostic check after about two hours later Mr Leonard came back and said I needed to have my throttle body cleaned and that. I needed a fuel system cleaning. Technician Johnny proceeded to spray something in the throttle body and then proceeded to add a green or blue liquid with a hose I assumed it was the fuel system cleaning prrocess. He than walked away ànd a started to work on another ****** which was their for a bad throttle body which had been taken out and the part was on the table next to my vehicle technician johnny was gone longer than it took for the liquid to completely empty the container another technician walked over and advised him that it was empty and that's when he came back and started being conspicuous in removing my throttle body and replacing it with the old one from the other customers vehicle.. I was told by advisor Leonard after about four hours that they had taken my throttle body out and replaced it with the old one from the other customers vehicle without my permission and knowledge and said that obviously we want charge you for that. I advised him that I didn't want old part's from someone else vehicle if I needed a new throttle body they should have let me know not just start taking part's from my car without my knowledge. I keep asking how long will it take to do a diagnostic check Mr Leonard said this type of procedure takes time. After that a couple of technician came over to my vehicle and and talked to johnny . About 3:30 my car was pulled out front not drivable no power I had to have my car towed home I was told at this point to take it to the dealership i called the Police to get a report.

  Business response

  01/13/2022

  Business Response /* (1000, 5, 2022/01/12) */ We apologize for any inconvenience this matter may have caused you. At this time, our records indicate that your claim is being actively investigated. Your assigned claims specialist will reach to further assist. Thank you. Consumer Response /* (2000, 7, 2022/01/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for attending this matter. I spoke with Mr. ***** John and was advised to get a diagnostic check at the ****** dealership and that Bridgestone would pay for it. And if it's found that Firestone was at fault that Bridgestone would take care of the repair. I will be towing my vehicle to the ****** dealership this weekend. Mr ***** John phone number is ************** I spoke with him on Tuesday January 11, 2022 I still waiting to hear from the claims representative that was supposed to get in touch with me but hasn't called yet.

• Initial Complaint

  01/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This is by the worse firestone I've been to by far. I've bought four new tires here 6 months ago and got two alignments done within the 6 months. I went to this facility 4 times because the tires were leaking air and the technician did not want to do the correct job and find the leak so they blamed in the on rim each time. Which there was nothing wrong with my rim. The fourth time I went I failed a pa inspection and my car is a 2018 ***** journey which is AWD. So I explained it to them and I made a appointment online. I called them afterward and they said the online appointments are only for suggestions and it's not mean you **** always get a appointment that day even if it said it was available. Because they ignored the issue for the 3 times when I finally got in they tried to charge me full price for 2 new tires even through I still had four tires under a 70,000 mile warranty. After explaining I had less then 10,000 ***** on them the prorated the tires and I still had to pay for the two tires. Now I am paying 1300 on tires that's two I don't even have any more and two that the firestone in scranton had no idea about. The normal wait time with a appointment at this facility is a minimum of 2 hours. Which they are extremely rude here. I have personally never wrote a review like this but the truth needs to be said and heard about the facility. They **** say they rotated your tires and never do it also. Personally after my warrenty is officially over because I was done wrong I **** never work with firestone again. Nor **** I recommend them to a friend ever again.

  Business response

  01/13/2022

  Business Response /* (1000, 5, 2022/01/12) */ We apologize for any inconvenience this matter may have caused you. At this time, our records indicate that management has reached out and addressed all concerns. Kind Regards. Consumer Response /* (2000, 7, 2022/01/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have finally fixed the issue but it did take these steps for it to get escalated. I will be using my previous complaint as my review so everyone can see my experience I've personally dealt with since I been using firestone though because it shouldn't of had to come this far. Please feel free to reach out to me directly if you have any questions but this is on the consumer affairs page also which I'd never take it down.

• Initial Complaint

  12/31/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The problem is I went down to have my front brakes fixed at Firestone in Grand Prairie off the 20 hwy. This was in October. I have been back in the store 4 times for the same issues. My front breaks are still squeaking.. this store took my money, but have yet to fix the problem. This store feeds you lies and doesn't address correcting your requested services. After 3 months after receiving "new" brakes I should not be hearing my brakes squeaking still.

  Business response

  01/24/2022

  Business Response /* (1000, 10, 2022/01/18) */ We apologize for any inconvenience this matter may have caused you. At this time, our records indicate that management has issued you a refund. Kind Regards. Consumer Response /* (2010, 12, 2022/01/20) */ I was issued my refund

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi,I own 2019 ********** xlt 3.3 ecoboost vin#1ftew1cb7kfb21227. 6 cylinders since october 2020.I went first time in october 22.2020 for oil service and I buy it lifetime aligment service invoice#******.I pad it 33.60$ for 6 qts oil.My next oil service was 12/27/2020 and my bill it was sam(6qts oil 33.57$) invoice #******.First 2 times I was in Firestone auto care at ****************** ,Knoxville TN 37919.Third time I was in Firestone auto care ***************** ,Knoxville TN 37923 which is store I make Complaint right now .I was same as usually doing Alignment service with life time warranty and oil service.it was 04/28/2021 invoice #******.same as previous 2 times I was charged 33.58$ plus tax.3 times I was charge for standard oil change ,which is say it on invoices for 6qts oil capacity.....Yesterday 12/27/2021 3:00pm I left my F150 same truck I was bringing last 3 times.Desk worker was told me that is my truck now need ONLY sintetic oil which I did tell him :You do it like you did last time then went home.In 3:14 pm I was calling Firestone auto care to make sure to do same service they did last time .In 4:15 pm I had person from Firestone to tell me I need air filter which is I gave him green light to exchange air filter(28$).Around 5:00pm I went to pick it up my truck and saddenly instead 33.58$ standard oil charge I was paying every time,he told me my oil service rise up on 132.22$.with explaining that my truck is not anymore ********** 3.3L xlt ecoboos with 6qts oil capacity 6 cylinders.Now,some how my truck grow up like a human and transform in F-150 5.0 V8 and need 8.8 qts oil.Invoice#******.My truck was in parking lot front of Firestone and I was trying to explain him that I'm bringing same truck for more then year in Firestone.He didn't want to go outside to look it et my truck.I paid it my bill.I was over charged,miss leading information about my truck I made confused.I'm asking if u can investigate and help me to resolve this issue with Firestone .Thanks.

  Business response

  01/20/2022

  Business Response /* (1000, 10, 2022/01/12) */ We apologize for any inconvenience this matter may have caused you. At this time, our records indicate that management has addressed all concerns. Kind Regards.

• Initial Complaint

  12/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I recently went to Firestone to get my car checked out they told me I would have to pay 100 to get my car looked at. I did not that day so one day my car was really over heating badly I had my car towed to there company they asked if I had insurance or possibly a warranty I explained that I did have full coverage with a warranty. I went to explain to the Firestone workers that I need my engine light was on already and that I only wanted to get my radiator fixed they agreed to contact warranty first to see if I was covered through the warranty for the radiator I said ok it took about 2 days they called and stated that warranty did cover the radiator but that I had to pay my 100 deductible plus the balance left after my warranty covered what they were supposed I said yes ok. They proceeded to fix the engine next thing you know they call me saying I need an inter coolant I asked Neal how much would that be he proceeded to say he will call warranty to see if I'm covered I said yes call he called me back and said my warranty did not cover if I said ok how much is it. And if I could pay for it I will he told mxx ex the price I agreed. Next thing you know he calls back and says it failed a block test we need to call warranty and see if your covered for sn engine after all the calls my warranty denied everything I had to pay 1800. I paid the same day I got my car and my it home my tube was off and my car was smoking I called crying saying my car Is still hot and the tube is off I went the next morning they fixed the tube for free today next day which is today I get home from work still smoking I lift up hood to see my fan is not blowing I have proof I paid 450 for the fan from professional from another auto shop and it was working these people was so money hungry to the point they messed up my car and my warranty all I wanted was just a radiator. It went from 100 to 1800 and they did not do what they we're supposed to now I'm out of more money I would like my money back

  Business response

  01/13/2022

  Business Response /* (1000, 5, 2022/01/13) */ We apologize for any inconvenience this matter may have caused you. At this time, our records indicate that management issued you a refund. Should you have any additional questions or concerns, we ask that you follow-up with your warranty company. Consumer Response /* (131, 11, 2022/03/31) */ FIRESTONE DESTROYED MY CAR A 20,000 DOLLAR CAR THEY REFUNDED 682 BECAUSE THEY KNEW THEY MESSED UP MY CAR I ASKED FOR A TOTAL REFUNDED BECAUSE I SIGNED FOR THE 682 THEY FIGURE WE ARE OK AND ITS NOT I PROORF THEY MESSED UP MY CAR I WOULD LIKE THEM TO FIX MY CAR THE RIGHT WAY OR GIVE ME MY MONEY BACK MY BANK GAVE ME 800 BACK AS OF YESTERDAY MY BANK GAVE THE MONEY BACK BECAUSE THEY PROVIDED PROOF THAT THEY WORKED ON THE CAR THAT DOESNT MEAN THE JOB WAS DONE RIGHT THE DAY THEY SENT ME HOME MY CAR CAUGHT ON FIRE THIS IS WHY FIRESTONE REFUNDED 682 THEY KNEW THEY HAD MESSED UP I WOULD LIKE FIRESTONE TO DO THE RIGHT THING AND PAY FOR MY CAR AT LEAST GET IT BACK RUNNING BECAUSE MY CAR IS NO LONGER DRIVING AND IT WAS BEFORE I WENT TO THIS OLACE CAN YOU GUYS HELP ME

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bridgestone (via a Firestone Tire Store in Delray Beach) installed a cheaper tire on my car and refused to fix the problem! I purchased a Pirelli Cinurato P7 225/40 R 18 tire and they installed a Pirelli Nero which is less expensive. They admitted they installed the wrong tire (not the one I paid for) and said because it's the correct size they are not obligated to replace it with the correct tire. The tire is now warped and dangerous to drive on!

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2022/01/18) */ We apologize for any inconvenience this matter may have caused you. At this time, our records indicate that management has addressed all concerns. Kind Regards.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our truck into Firestone Tire for a complimentary tire rotation and also for a brake line flush. They kept our truck there for multiple days before even looking at the truck. Almost a week later, they called to tell us that there was a threading off on the new calipers that were put on and that it was going to cost over $500 for them to totally replace it. My husband refused because it was a brand new caliper. My husband went to the shop and fixed that issue himself in the back parking lot where the vehicles are stored. We continued to call to ask when they would be getting to our vehicle because it had continued to be put off. We are sure this is because we were considered low priority since it was a complimentary service. When my husband called and said he needed it done that day, they agreed they would do it before the end of the day. About 30 minutes later, we received a call back that the work was done and the truck was ready. My husband went right away to the shop to pick it up and upon starting his truck recognized it was making a horrible sound. He looked around and noticed that the catalytic converter had been cut out of his truck while at this shop. He immediately went inside to talk to a manager and the person he talked to told him we would have to handle it through our own insurance and that they were sorry but someone must have done it over night and vandalized it. He asked that someone talk with him about them covering it as a business but was continuously told there was nothing they could do. For the next month we had called multiple times to talk to a manager from their store, no returned calls. We finally learned that we could file a claim through the main headquarters. We completed this and then were called by a man who shared with us that they will not cover this happening on their property because they are self-insured. This was a tire rotation...how is a business not responsible for my car being vandalized on their lot?

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2022/01/14) */ We apologize for any inconvenience this matter may have caused you. At this time, our records indicate that your claim was denied. We cannot be liable for criminal act(s) unless we were negligent. Consequently, we cannot accept liability. Kind Regards.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩