• Report: #1089224

Complaint Review: Firestone Complete Auto Care

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  • Submitted: Thu, October 03, 2013
  • Updated: Thu, October 03, 2013

  • Reported By: Sebastian — Irving Texas
Firestone Complete Auto Care
Irving, Texas USA

Firestone Complete Auto Care Bridgestone Service recommended despite manufacturer's recommendation and poorly serviced Irving Texas

*Author of original report: Update 10/23/2013

*Author of original report: Update 10/10/2013

*Author of original report: Update

*Author of original report: RE:

*Author of original report: RE:Corporate Response

*UPDATE Employee: Corporate Response

*Consumer Comment: Let us know

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Firestone in Irving, TX (MacArthur) recommended that I have my transmission flushed on 2006 Lexus GS 300. I later found out that 06 Lexus and newer models have World Transmission that should last for the period of vehicle's life. My point is not wether the transmission oil lasts forever or it doesn't, however why was the service recommended when it isn't recommended by the Manufacturer?

Even Firestone's Scheduled maintenance does not support any documentation of including Transmission fluid check up. (per link below)http://www.firestonecompleteautocare.com/vehicle-scheduled-maintenance/117635/100000/2006-Lexus-GS300/listServices.htm#/140000/NORMAL

Dealing with Customer service was okay, however District and Claim department was an impossible task to deal with. It sounded as if Firestone/Bridgestone is only interested on their objective, not the customer's interest. Here is the mail I submitted to Firestone via their websites and certified mail today. I hope someone with rightmind gets back with us to work on a solution.

Dear, Corporate

I hope this email finds you well.

My 2006 Lexus GS300 had numerous services done via Firestone and I am completely dissatisfied by it.  Major issue I am having is with my transmission.  Lexus carries World Transmission that does not need a FLUSH nor CHANGE during the duration of the car’s life. 

Due to lack of Service Manager’s knowledge, Firestone suggested that I get a transmission flush promising that it would definitely help the car’s performance.  Customers pay money to have their cars serviced by Firestone because we trust the knowledge of the advisors.  This manager and/or advisor suggested and recommended a service that is not required by the manufacturer with lack of knowledge.

According to Lexus dealers, Lexus dealers are the only ones with machines that has capability to do the transmission oil change and flush accurately.  Not because of their expertise, but due to the machine that indicates the exact temperature and the exact amount of fluid that needs to be filled.  With this knowledge I called the Firestone and asked them to provide what method was used to determine the correct transmission flush was done.  Here is the answer that I received.

Firestone has its own machine that measures the amount of fluid that is taken out and we put back in the exact amount that was originally taken out.

This process is important due to my Lexus not having a transmission oil dipstick under the hood.  Not having the right amount of oil would have damaged the transmission over period of time.  After having my transmission flushed, I took it back to the shop twice to have it looked at due to rough shifting and slipping.  The shop advised that this would go away with time…Only thing that went away was my oil, it is burnt to point of black.  I took it back to firestone at least twice due to the concern and to prevent from bigger issues.

Firestone’s customer service has been excellent but District and Claims have not tried to cooperate with its customer only focused on their objective.

Below are the documentation that I need from Firestone.

1.            Check with manufacturer and provide documentation that states Versatrans EA63/GL1706 Transmission fluid is recommended by Lexus.

2.            Provide Firestone's process documentation of Transmission Fluid flush for Lexus that was done that date and/or current process.

3.            Firestone’s website’s recommended maintenance link does not support any documentation of “Transmission Fluid” maintenance check for its recommended maintenance.  Please provide a documentation why it was recommended even when it’s not recommended by LEXUS nor Firestone.

Below are the services that I had issues with Firestone.

1.            Brakes replaced however squeak noise have lasted 2 years.  Have been taken back to firestone multiple times only to be told it will go away or could not duplicate the issue.

2.            All 4 tires purchased along with warranty, all 4 tires ended up being defective and had them replaced from Firestone.

3.            Transmission flush service being recommended while it is not recommended by manufacturer along with Firestone’s website not containing any Transmission Fluid Services on its Routine Maintenance List (Every 5-10K miles)

I am hoping that Firestone, myself and Lexus can work TOGETHER to insure all methods and material used were done under manufactuer’s recommendation. 

I think this is a good start point and it would save all parties the time and its credibility.

Please provide feedback and documentations in writing so that our progress can be documented.

 

Thanks,

Hyun Kim


This report was posted on Ripoff Report on 10/03/2013 11:43 AM and is a permanent record located here: http://www.ripoffreport.com/r/Firestone-Complete-Auto-Care/Irving-Texas/Firestone-Complete-Auto-Care-Bridgestone-Service-recommended-despite-manufacturers-recom-1089224. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
5Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Update 10/23/2013

AUTHOR: Sebastian - ()

Tom from Firestone HQ has reached out suggesting a possible resolution.

I've taken it to a shop where I thought it was the most honest in the city.  It has been few days and I believe everyone is still tyring to come to an resolution with good intentions.

 

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#2 Author of original report

Update 10/10/2013

AUTHOR: Sebastian - ()

Sent two seperate emails to Tom who left a rebuttal to my report.

No response received from Tom on the last two update (email) request.  To his credit, very first email (not the last two) was answered advising the case was forwarded to the district management for a response as soon as possible along with my requests.  NO RESPONSE RECEIVED FROM DISTRICT MANAGEMENT.

My process started from Customer service  -> District Manager -> Claims -> Ripoff Report and now its back with District Manager.  Having the exact same issue where response and/or contact from District Office is not made even when Fireston Policy states that District Manager must respond to its customer within 24 hour period.

 

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#3 Author of original report

Update

AUTHOR: Sebastian - ()

 

As of 10/8/2013, Head Quarters advising that the District Manager has been notified to investigate.

Have not yet heard from District Manager including my requests of documents.

I'll keep everyone posted.

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#4 Author of original report

RE:

AUTHOR: Sebastian - ()

Thank you for your support David.

First thought on my mind was that the Firestone Advisor/manager had lack of knowledge on Lexus.  Why the service was recommended to the consumer? probably due to poor one bulk stream line process instead of having stream line process per make&mode + year of the vehicle.  I am sorry to hear about your friend not being able to resolve the situation. 

Thank you.

Hyun

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#5 Author of original report

RE:Corporate Response

AUTHOR: Sebastian - ()

Tom,

Thank you for taking your time to respond to my post.  It is a relief that coporate will thorough investigate my concerns.  However documentation from the Firestone Complete Auto Care from the Irving, TX location must be provided as requested as soon as possible.  I will be expecting a company such as Firestone will have its Quality Department signoff on all of its process documents with past and the updated dates. 

Again, thank you very much for responding to my post and my next update to this post will be when I've heard from Firestone Corporate via email,phone and/or post office mail.

I'll update the readers with timeline of the progress every two days.

 

Thanks,

Hyun

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#6 UPDATE Employee

Corporate Response

AUTHOR: BSRO Social - ()

Hello,

My name is Tom and I am with the Firestone Complete Auto Care Corporate Offices. I apologize for the inconvenience this has caused you and assure you that a thorough investigation in to your concerns is currently in progress. If at any point you would like an update on your case, please feel free to message us at social@bfrc.com with the case number. We look forward to resolving your concerns as soon as possible.

Best Regards,

Tom  

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#7 Consumer Comment

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AUTHOR: David - ()

So sorry for you.  Good luck, I bet they will stay silent and wait for you to take them to the court to dragggggg on the process to show you who has the power and deeper pocket... that's what happened to one of our friend.  Why were they even suggesting a transmission flush when it's not listed on their routine maintenance website???

Everyone should know that Firestone recommends and pushes you to get services done that are not needed by telling customers that car will stop in the middle of the road if the services are not done...

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