Complaints

• Initial Complaint

  12/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted Bridgestone in ************ on 12/2/2024 requesting pension paperwork. *** said paperwork would be at my home address in 5 to 7 business days. It has now been 16 days since my conversation and nothing has been sent? I called Bridgestone in ********* on 12/16/2024 asking where my paperwork was? The *** said it was mailed on 12/10/2024. Still no paperwork has been received. Need pension paperwork FED EX so I do not continue to look for something that was supposed to be mailed 8 days ago. Concerning because they ( Bridgestone ) seem to have no urgency for a retired employee with a pension.

  Business response

  12/20/2024

  I have forwarded this complaint to our HR department

• Initial Complaint

  12/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bridgestone Tire warranties are to 50k miles. I bought a jeep, and I anticipated using the spare and to rebuy 3 other Bridgestone tires. My vehicle has 47k ******** spare is dry rot. Never used. Kept in an appropriate storage location. I attempted to contact Bridgestone, but no response. I went and bought 4 non Bridgestone tires due to customer ********************** not getting back to me about my never used tire already having dry rot. I want a refund of the non-usable tire.

  Business response

  01/02/2025

  We have searched our warranty hotline call logs and cannot find any direct correspondence with the complainant.
  There is limited information provided in the complaint regarding vehicle age, tire pattern. In addition, it is unclear if a tire inspection was completed by an authorized dealer.
  Complainant reported:
  Spare tire supplied with their Jeep (47k miles) allegedly has a dry rot condition.   
  Reported purchasing 4 non-Bridgestone tires
  It is important to note authorized Bridgestone retail locations are fully authorized to execute the available limited warranty, if they observed a warrantable condition, at the time of sale of replacement tires.
  It is therefore assumed; the tires were physically inspected by the service professional who determined the condition was not eligible.
  
  As indicated in the warranty manual, Weather/ozone cracking is NOT covered under the Free tire replacement period in the Bridgestone Platinum Pact or the Firestone Gold Pledge. Weather/ozone cracking is covered only as a prorated charge.
  Bridgestone Tire Warranty Manual | Bridgestone Tires
  
  Note that shallow surface cracking is common among tires and does not impact the performance of the tires in any way.   Only in the most severe cases would ozone cracking rise to the level that a tire should be removed based on its presence.
  
  Lastly our warranty, if applicable,must be used as a prorated discount off the purchase of Bridgestone/Firestone brand tires and cannot be used to purchase competitor tires. 
  Since the complainant has already replaced the tires with a competitor's brand (we note the replacement brand is not mentioned in the complaint) there is no remedy that we can offer to alleviate this situation.

• Initial Complaint

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon,While receiving vehicle service at the automotive dealer, I was advised that my tires needed to be replaced. This was surprising considering I purchased the car brand new and we have only recently reached 20k miles. The service center and I, over two conversations, contacted Bridgestone and received information about how to obtain replacement tires as the Eccopia tires on my CR-V have worn and are known for doing so despite being well under the 50k miles rated for these tires. I confirmed at a Bridgestone authorized dealer that the more worn rear tires, in addition to the front tires should be replaced as my vehicle is AWD. We were both surprised to hear that Bridgestone would only provide a credit for up to 45% of the value of the rear tires. I spent an extensive amount of time speaking with an individual who claimed he was the manager or supervisor of the warrantee department. He was very gracious with his time and effort to explain the situation but unable to provide a suitable outcome to resolve the issue. He also declined to provide a number to contact the corporate office for additional information and declined to advise me of a manner to escalate my concerns as a consumer. Bridgestone claims the amount suggested was an offer of goodwill, yet it would be more cost effective and safe to replace all four tires with a different brand than what they have offered. Bridgestone also failed to provide documentation indicating why these tires are not under warranty and have provided no other options despite my offer to produce service records and my efforts to contact their corporate office.

  Business response

  01/02/2025

  We have searched our warranty hotline call logs and reviewed 3 interactions with the complainant and/or dealers on the complainants behalf, below are our findings.
  
  Vehicle information: 2023 ***** CRV  (20,584 mileage)
  Tire Information: Ecopia H/L 422 plus 235/60R18
  12/12/24 ******* from America's Tire reported tire measurements  RTD = LF 6 6 6 RF 5 5 5 5 LR 4 3 4 RR 3 2 3 and was advised to prorate the 2 rear tires as outlined in the terms of the limited warranty manual. (45%)
  
  
  There can be many factors that contribute to tire wear. Improper tire inflation is one potential.  Even in vehicles with some TPMS systems,tires can be below the manufacturer's recommended inflation pressure without the knowledge of the driver which is why we recommend checking tire inflation pressure at least monthly.  Certain driving maneuvers can also contribute to a tire's wear rate.  Hard braking, fast acceleration, fast speeds,hard cornering and the like all can contribute to the overall life of a tire;as can road conditions and the materials used in road construction.  Finally, and especially with high mileage vehicles, suspension components and vehicle condition may contribute to irregular tire wear.  While one may be tempted to look to the tire construction as the sole contributor to the rate of tire wear, we offer that there are many other factors that are potential contributions.
  
  As indicated in the warranty manual, If an eligible tire covered by the Limited Mileage Warranty wears evenly across the tread down to the tread wear indicators--2/32 inch (1.6 mm)--during its stated warranted mileage (as evidenced by the vehicle's odometer), the tire will be replaced with an equivalent new Bridgestone,Firestone or ***************** tire under the following conditions for a prorated purchase price. bs_fs_associated_brands_warranty_manual_eng_2024.pdf (******************************)
  
  Our agent spoke directly to Americas Tire who confirmed (2) rear tires are eligible for a limited mileage warranty, that is the tires that measured 4/32nds or less.
  
  The percentage warranted miles (proration) equates to 45%. This calculation is detailed in the Limited Mileage Warranty manual which is available online at bs_replacement_us_en_2024v2.pdf
  
  The two (2) front tires are measuring at 6/32nds and 5/32nds. These tires have more than 4/32nds remaining tread depth and have no remedy for tread wear as they are still serviceable.
  
  However, Bridgestone is willing to offer a goodwill concession toward the (2) rear tires making the discount amount 55% off the current tire sales price (must be Bridgestone or Firestone brand tires).  This discount is offered off the cost of the tires themselves and does not include any installation costs such as balancing, mounting, applicable taxes, disposal etc. 
  To take advantage of this offer, you must use an authorized Bridgestone dealer to purchase and install the tires.  This offer is valid for the next 30 days and applies to the purchase of Bridgestone or Firestone brand tires ONLY. 
  
  You must provide the authorized Bridgestone dealer with reference number A1436330-8518.  The dealer will need this reference number in order to apply the applicable warranty to your purchase. 
  
  
  

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ********************* location told us our tires were 14 years old, when they had been purchased new 2 years prior and had less than ****** miles on them.They changed the tires, but failed to properly torque them, which resulted in the wheel coming off on the highway.The mechanic the vehicle was towed to stated we should reach out to Firestone which we did because every wheel had some lug nuts with less than 50lbs. Of torque on them.After about 6 weeks, Firestone stated they could not reimburse us for the incident because we had it fixed, and they did not have sufficient evidence to prove they were at fault. We followed everything they said to do, and they still denied us.This could have resulted in injury or death to my son driving the vehicle, and other motorists on the busy four **** highway it occurred on.We did not even discuss the fact that they deceived my son into spending $1000 on new tires he did not need. I had purchased the tires 2 years prior at a Firestone brand new.

  Business response

  12/17/2024

  This is a matter for Bridgestone Retail Operations (BSRO) otherwise known as Firestone Complete Auto Care.  This matter is not related to a tire and therefore is not one for Bridgestone Americas Tire Operations (BATO).  Claims for tires can be sent to BATO while claims about the retail stores directly should be made to BSRO.  This email address is for tire matters.
  
  Well forward this note to the retail organization, however, they are responsible for any response

  JD 

  Market Assurance and Warranty

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Good day madame or sir,11/8 - I paid for a full synthetic oil change with free tire rotation. Store #****** refused tire rotation. The front desk person (*******?) stated - and repeated - the store policy is to deny tire rotation service due to "tread on front tires =4/32 or less. And rear tires had more tread so they will do not rotate". I asked 3xs to confirm denial of service. ******* reconfirmed they will not rotate. I contacted corp office to review.Problems:- Corp stated no such policy exists - as we suspected.- We had front tires tread re-measured with an independent 3rd party tire service location and we're not at 4/32 I'm at 8/32 or better. Even if my tires were indeed low (they were not) they should have rotated as contracted and invoiced.- 70K warranty tires with *****K rem - The sticker attached to window did not include date, or synthetic - Recommended 2 new tires at $480 - which seems egregiously dishonest & predatory strategy. - Dishonest denial of service leaves me questioning ALL services rendered and recommended. We am contacting TP corporate again and the Better Business Bureau.- How can we be certain synthetic oil was actually used instead of conventional oil? The oil appears to be darker than synthetic oil.- They also recommended $680 spark ************ cleaning at $140 - which we're having that investigated as well.We are requesting:- Full refund for oil change of $91 and fees for a full inspection at an independent outside 3rd party vendor.- With compensation for any discovered applicable damages due to Tires Plus service and/or inspection of vehicle on 11/8/24.- Including, but not limited to, any tire damage (full replacement costs), if it's confirmed conventional oil was used (cost to replace oil and applicable damage or necessary repairs to the corresponding parts or components), any damage due to sparkplug ($680) or fuel system inspection ($140) to have any necessary repairs do. Thank you

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 15, 2024, I had a Bridgestone Alenza Sport A/S XL BW 235/50R20 tire blowout on my new (500-mile on the tire) **** Q4 Etron. *** ****** Tires (****** H) handled the tire inspection, ordering, and replacement process. I have no complaints with this business. They were efficient, including multiple conversations with Bridgestone to verify by inspection that the blowout was a defective tire. I paid *** ****** for the tire replacement (see receipt) but have still not received the refund from Bridgestone. I have called multiple times, spent hours on the phone with the Bridgestone warranty department, talked to 11 different agents, and even hired Warranty Valet to chase down this refund only to be punted back to doing it myself. Over and over Bridgestone transferred me to numerous warranty "specialists" who promised to take care of the refund but never did. Over the last 6 months, I have spent hours on hold with multiple agents who kept sending me upstream... I kept notes of names, times, dates, and results; nothing but run-around. I also asked them to communicate with me using email but they refused. These are all unacceptable business practices by Bridgestone.

  Customer response

  10/16/2024

  I just heard from a Bridgestone rep today (within an hour of my BBB complaint), that they put a check in the mail to me. That was fast : )

  I should receive this next Monday and will follow up to confirm. 

  Thank you for your help.

  Dave

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In Dec 2023 we purchased lifetime wheel alignment and used it only once last month we had a wreck and our vehicle was totaled this happened because of someone elses fault and the insurance is not willing to refund us for this service because everyone says this is between the seller and us. I contacted Bridgestone/Firestone multiple times to see if they would consider this as exception to help me transfer or refund this as I would repurchase this again for my vehicle. I completely understand if we were into this situation when we sold the car or anything because of our choice but clearly here we didnt do anything to loose this coverage. The regional manager called us backwas super rude and started yelling right off the phone just because I requested a callback and it might have troubled him to return my call.Totally disappointed with my interaction this time, I have been customer for years and but now I think this company has decided to go south on their customer **********************. Will definitely think ********************************************************* future.

  Customer response

  10/26/2024

  I have not heard back anything from the Bridgestone and they did not bother to contact me at all.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased tires from bridgestone tires 7/22/2022 and purchased the road hazard warranty. Sept 27th my tire ran flat due to a nail in tire. I called the bridgestone the next day to ask them to order the tire. I was told tire was not in stock and bring the old tire in for inspection. Sept 29th I take the tire in for inspection and to have it ***laced, the sales associate tells me he has to look for the tire. 10/01/2024 I call the check on the process, the sales associate states he can't find the tire anywhere nationwide. I tell him Discount tire has the tire, can he purchase the tire from them to satisfy the warranty. He states he can't do that, he will continue to his search for the tire 10/02/2024. I call the customer ********************** line to talk to them about helping me order a tire, the customer ********************** *** ask me if i can wait until tomorrow to give the sales associate time to discuss this issue with other area managers. I explain to him that I have already been without a vehicle for 3 days going on 4. The customer ********************** *** states that the tire i need has been discontinued and thats why its taking so long to find the tire. I was never told the tire had been discontinued. I feel Bridgestone has not kept up to its part of the warranty terms and conditions. I have been without a car to travel to work etc due to this issue. I would like bridgestone to make this right. They should order the new tire from discount tire or whomever has the tire in the area free of charge to me.

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/28/22, I bought a full set of DriveGuard Plus run-flat tires and a maintenance contract from my Toyota dealer (Warranty: 5 years/65,000 miles). I adhered to the recommended schedule for service, alignment and rotation. July 2024, I went to the dealer because one tire was not holding air. A nail was found and I was told that all of the tires were worn and needed replacement. One tire qualified for the roadside warranty. One, at 2/32, was replaced under the warranty, and I was charged $122.10. The remaining two were between 2/32 and 5/32 worn. I was sent to an authorized Firestone dealer. *****, the service manager, spoke to someone at Bridgestone who calculated a 43% replacement offer. Appalled, I called Bridgestone. ******** denied that ***** had been given a percentage because dealers need to calculate the percentage themselves. I asked to be escalated and got ***, who supported ********'s claim. I believed corporate would need to approve the discount for the dealer to get paid. On 7/17, ****, a Bridgestone supervisor. calculated a 60% cost adjustment. I was present as he walked the store manager through the process of getting the percentage he'd determined. (Seems like ***** was telling the truth.) I had the tires 20 mths, and drove ****** miles. I calculated (attached) how much wear one might expect given the warranty over time and based on mileage. By both, the tread wear should have been at @7/32. Not one tire that was close. This would have made a fair usage percentage 27%-29% and yielded a warranty refund of 71%-73%, not 60%. In addition, I'd be charged me to mount, align and rotate tires that shouldnt be worn. After research, I learned others also experienced excessive wear, and found a class action suit regarding early and irregular wear on another Bridgestone run-flat. As a widow, I need to ensure my childs and my safety. With two new and two worn tires that is being compromised, along with my vehicles drive train. I was denied any further aid.

  Business response

  08/12/2024

  
  We have searched our warranty hotline call logs and reviewed 5 interactions with the complainant and/or dealers on the complainants behalf, below are our findings.
  
  Vehicle information: 2011 ****** Sienna (Mileage: ******)  
  10/18/22 - complaint reported the purchase of 4 DriveGuard Plus run-flat tires and a maintenance contract from ****** dealer (Bridgestone cannot comment on any additional maintenance contract provided by ******)
  
  7/24 - complaint reported Vehicle was taken in for service, one (1) tire was leaking air.  At time-of-service ****** indicated tires were worn and needed replacement
  (1) Tire was not holding air due to a nail found in tire, the tire was covered under roadside warranty.
  (1) Tire measured at 2/32 and was replaced under Bridgestone Limited warranty
  (2) remaining tires measure at 2/32 and 5/32
  
  7/8/24 - Bridgestone Agent spoke to ****** @ ****** contacted call center on behalf of the complaint. Agent advised the customer visits an authorized dealer for a free inspection.
  7/9/24 - Bridgestone Agent spoke to ****** @ ****** contacted call center to provide tread measurements.  Agent confirmed (1) tire was covered by Road Hazard and the (1) tire measured at 2/32 was covered by warranty and advised of the internal warranty process.
  7/11/2024- Bridgestone Agent spoke to ***** @ FCAC (******). Store reported measurements for remaining (2) tires (LR-4-4-5, RR-2-3-4). Agent Informed store neither tire qualifies for mileage warranty due to remaining tread depth and irregular wear but offered to goodwill proration.
  7/11/24 - Bridgestone Agent spoke to complaint. She reported previous Agent offered 43% and did not feel the goodwill offer was acceptable, call was escalated. Complaint reported the tread measurements originally provide were wrong, Supervisor agreed to do a Mileage proration based on the correct measurements if the store contacted us.
  7/12 - Bridgestone Agent spoke to ***** at FCAC who provided measurements (LR 4-4-5 RR 2-3-4). Agent offered to authorize (2) tires at 60% goodwill - best and final offer with the criteria that the tire condition matches the data provided by the store.
  
  There can be many factors that contribute to tire wear. Improper tire inflation is one potential.  Even in vehicles with some TPMS systems,tires can be below the manufacturer's recommended inflation pressure without the knowledge of the driver which is why we recommend checking tire inflation pressure at least monthly.  Certain driving maneuvers can also contribute to a tire's wear rate.  Hard braking, fast acceleration, fast speeds,hard cornering and the like all can contribute to the overall life of a tire;as can road conditions and the materials used in road construction.  Finally, and especially with high mileage vehicles, suspension components and vehicle condition may contribute to irregular tire wear.  While one may be tempted to look to the tire construction as the sole contributor to the rate of tire wear, we offer that there are many other factors that are potential contributions.
  
  As indicated in the warranty manual, If an eligible tire covered by the Limited Mileage Warranty wears evenly across the tread down to the tread wear indicators--2/32 inch (1.6 mm)--during its stated warranted mileage (as evidenced by the vehicle's odometer), the tire will be replaced with an equivalent new Bridgestone,Firestone or ***************** tire under the following conditions for a prorated purchase price. Tires with more than 4/32 inch (3.2 mm) remaining tread depth will not be accepted for Limited Mileage Warranty bs_fs_associated_brands_warranty_manual_eng_2024.pdf (bridgestonetire.com)
  
  Bridgestone spoke to FCAC and ****** dealers who provided tread measurements for the two rear tires.  Based on these measurements the tires do not qualify therefore the complainant is not entitled to any warranty consideration. (1) tire with more than 4/32 and (1) tire with uneven wear, therefore neither tire qualifies for mileage warranty.
  
  However, Bridgestone offered a goodwill concession on the purchase of two (2) of Bridgestone or Firestone brand tires at 60% off the current tire sales price.  This discount is offered off the cost of the tires themselves and does not include any installation costs such as balancing,mounting, applicable taxes, disposal etc. 
  
  In response to complaints reference of fair usage percentage and concern regarding the charges for mount and alignment.  Bridgestone has no obligation to provide remedy outside of that remedy prescribed within the terms contained within the limited warranty manual. Specifically Calculating the percent of Warranted Mileage and Calculate Replacement price bs_fs_associated_brands_warranty_manual_eng_2024.pdf (bridgestonetire.com)
  
  Further we categorically deny any claims or reviews found on the internet which appear to be the foundation for the baseless assertions as represented in your letter. The reviews are unregulated and unverified.
  
  Bridgestone is proud of our teammates,our products and our reputation. The teammates at Bridgestone are your neighbors and contribute meaningfully and willingly to the community and to society. Our products lead the industry in performance and technology. And if those products do not meet expectations, we honor the commitments we make to our consumers according to the written terms that we publish in the warranty manual.
  
  To take advantage of this offer, you must use an authorized Bridgestone dealer to purchase and install the tires.  Authorized dealers can be found at www.firestonecompleteautocare.com or www.bridgestonetire.com.  We strongly suggest calling the dealership prior to your visit to ensure the dealer has tires in stock that would meet your needs.  This offer is valid for the next 30 days and applies to the purchase of Bridgestone or Firestone brand tires ONLY. 
  
  You must provide the authorized Bridgestone dealer with reference number 1425134.  The dealer will need this reference number in order to apply the applicable warranty to your purchase. 
  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out to Bridgestone to file a claim as my tires have worn out way too prematurely than they advertise and "stand by" their product. All 4 of my tires are completely worn out. I spoke to a representative and started a claim. Claim number is *******. They indicated that the next course of action is to go to their authorized dealer and have them inspect and measure the worn out tires. I have done that. The rep at Firestone agreed that these tires are completely worn out. We called Bridgestone, as they instructed, with the rep from Firestone and provided the detail of the measurements. The rep on the phone from Bridgestone, who was extremely disrespectful, said that's your problem, we are not covering worn out tires, tough luck. I have called again to try to speak to another associate because these tires should not have worn out at ****** miles, they advertise that they last approx. ****** miles. I would like to get the warranty that is promised by them and cover a new set of 4 tires!

  Business response

  08/01/2024

  Weve received the communication from you dated July 30, 2024, on this matter.  We appreciate the opportunity to respond.
  
  We have reviewed the communications, which includes a review of our internal call center logs. In brief, what follows is our summary of the relevant content from those communications:
  
  Vehicle information: 2022 Chevrolet Silverado 1500
  Concern related to original equipment tires: Alenza A/S 02 275/50R22
  All Bridgestone tires are covered by Limited Manufacture Warranty
  Tires installed as OEM do not have a Limited mileage warranty
  7/29/2024 - FCAC #****** reported tire measurements LF 1,5,1 RF 1,4,2 LR 1,6,1 and RR 1,4,2.
  
  Bridgestone tires that come as original equipment on a new vehicle are covered by our **************** Warranty within the manufacturer's control. Tire wear life is highly variable depending on many different factors such as operating conditions,geographic location, vehicle maintenance, and tire maintenance which are not within our control.  Therefore, rapid tread wear or wear out is not covered under the **************** Warranty.
  
  A copy of the Limited Warranty which would be applicable for tires supplied as original equipment can be found at ****************************************************************************************************************************************
  
  The complainant is incorrect that the tires that were supplied as original equipment come with a limited mileage warranty.  Therefore, the complainant is not entitled to any warranty consideration for this tire condition at ****** miles or at any mileage.
  
  Our agent spoke directly to Firestone location ******) on 7/29/2024 who confirmed all (4) have irregular wear (LF 1,5,1 RF 1,4,2 LR 1,6,1 RR 14,2).
  
  It is important to note that irregular wear as a result of vehicle contributions (such as alignment) is not covered under the applicable Limited Warranty even on eligible tires. The terms of the Bridgestone warranty clearly state tires with uneven wear, tires not properly maintained, or tires impacted by vehicle contributions (such as improper alignment) would not be eligible for remedy under the Limited Warranty.
  
  Therefor we were not able to offer any goodwill based on condition of the tires.  
  

  Customer response

  08/01/2024

   
  Complaint: 22064934
  
  I am rejecting this response because:
  You have mislead your clients with false promises. 

  I will make sure to never purchase tires from Beidgestone again, any my next new vehicle will not have them either. I rather work with companies that stand by their product. 

  Sincerely,
  
  *********************

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