• Report: #815750

Complaint Review: Firestone Complete Auto Care

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  • Submitted: Fri, December 30, 2011
  • Updated: Thu, January 05, 2012

  • Reported By: Ashley R — Scottsdale Arizona United States of America
Firestone Complete Auto Care
7531 E. Camelback Road Scottsdale, Arizona United States of America

Firestone Complete Auto Care They lack skills, customer service, and mechanic knowledge! Scottsdale, Arizona

*Author of original report: All Is well- District Manager is Customer Service Oriented!

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I am typically not one to write on this type of site, but in this case I feel I need to share my story with fellow consumers. We lived down the street from this firestone, so it was obvious why it was our mechanic shop of choice when we needed to take my husbands truck in. He has a newer Nissan Titan with very low miles, so the maintenance on a vehicle like this is pretty easy. We went into the Firestone to get a quick oil change and vehicle inspection on the truck. We were told it was going to take an hour and a half, so we decided to wait, well two and a half hours later, they were finally done. The report on our truck showed very minimal recommended services, such as replacing the windshield wipers, and recommending a brake fluid flush, nothing to serious. We had also been dealing with an ongoing problem with this location as a few months prior to this we purchased 4 brand new tires for the same truck, and the tire pressure light was on, and was still on from that service. They told us they did not have the equipment to fix this problem, and we would need to do to the dealership. We left the store and headed directly home. My husband unfortunately travels quite a bit for work, and he left that day the services were done, so upon his return a few days later, when he moved the truck we found a TON of leaks from fluids that leaked all over our driveway.
 
We decided it would not be best to take it back to that same location, so we decided to go to a different firestone location to get a second opinion. After we dropped off the truck, it was determined that the other Firestone forgot to put the Drain Gasket back on the truck from the original oil change, so most of the oil had leaked out. They also determined that the power steering hose was broken in which needed to be replaced. We of course were shocked to hear the news, especially regarding the power steering hose as it was never on the report we received just a few short days before from the other Firestone location. I was also more embarrased for the technnician who complete the oil change, it is like restocking a printer with paper in the business industry, something they do every day, how can something so simple go so wrong? They recommended we called the original location to resolve the issue, as they stated it is likely this hose was damaged during the inspection at the other store we bucked up and payed the $400.00 bill to get the truck on the rode again.
 
 I went ahead and called the store manager at the original firestone that assisted us and we certainly assumed they would take care of their mistake, well this certainly was not the case. Upon calling the manager, Todd, and explaining our situation to us, he did indeed start by saying we will need to go to the dealership for the tires in which will cost us $75.00 a tire to reset the gauge, he then went on to apologize, but in this case he stated I am so sorry you went elsewhere to get the services done, I do not like to lose $400 jobs to another store---it was not the response or the service I was looking for, especially when they are in the service industry. His technicians failed to do the simple task of replacing the gasket on an oil change, which this is a job they do on a daily basis, and also failed to install tires properly and conduct a vehicle inspection right, well what services are they good at then? I am also even more shocked in the lack of response and service from a corporate end. Of course I am not one to let this big of a mistake resulting in a bill to us, so I have been calling the corporate office all week and have yet to receive a response. I understand they may be gone for the holiday, so I will continue my efforts next week, but I wanted to make sure my full report was known to other consumers in the area to stay far away from Firestone if you want reliable service, and even better, customer service.

This report was posted on Ripoff Report on 12/30/2011 06:39 AM and is a permanent record located here: http://www.ripoffreport.com/r/Firestone-Complete-Auto-Care/Scottsdale-Arizona-85251/Firestone-Complete-Auto-Care-They-lack-skills-customer-service-and-mechanic-knowledge-815750. 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:
1Author 0Consumer 0Employee/Owner
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#1 Author of original report

All Is well- District Manager is Customer Service Oriented!

AUTHOR: Ashley R - (United States of America)

Wanted to give you all an update on this issue.  I finally receive a call back from the Disctric Manager, Jason and he was extremely pleasant. He was not only apologetic for the issues but acted very quickly to resolving them while apologizing for having to track him down for so long. The issues were at the call center and he was never informed of my complaint. Within 30 minutes he was able to address my concerns and refund me due to my issues. If you still have issues, give him a call- he knows what customer service is all about and he really helped me gain my faith in Firestone as a Company, I wish everyone in that company could be more like him and his service oriented skills. Thanks Jason for making things right!
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