FirestoneFirestone Complete Auto Care Dishonest Rip-off and lied about services, Fraudulent billing Marietta Georgia

I went in for a standard brake repair for a pulsing brake pedal. I was told I needed new pads (even though I just had them replaced 10 months ago at a Goodyear store) because of glazing. When I got the vehicle back, I paid for the repairs and left your East Lake Location. As I traveled east on Roswell Rd. I approached the first intersection applied the brakes and found they didnt work.

I stood with both feet on the brake pedal and the vehicle simply coasted through the intersection. Fortunately this didnt result in an accident or was there a cop in the area. I called Tasha, the acting manager, told her my situation where she instructed me to bring the vehicle back to the store. I couldnt believe it as I coasted right past intersections where I normally turn as if I didnt have brakes! I could stand with all my force on the pedal and I came to a casual stop.

Since my truck would not stop as effectively as it normally would before I brought it in for service at your East Lake location it was at that point, I had to put my hazard lights on and drive the 1 mile back to your store - very slowly.

The mechanic took it for a test drive where he agreed it was soft but told me it was normal, that brakes needed to cook and wouldnt work 100% for about 500 miles and not to get in any Emergency situations until then. Doesnt that sound foolish? I couldnt believe it. Thats one of the main purposes the brakes are for!!!! EMERGENCY SITUATIONS!!! I have never taken any vehicle to any repair shop for brake service, in my entire history of owning cars, and had the car returned with brakes which worked worse than when I dropped it off.

I left Firestone unsatisfied and went to my Ford Dealership the next day. On my way home I logged my complaint ticket.

As soon as the Marietta Ford Dealer opened the hood he noticed right away the Brake system flush hadnt been performed. The fluid was dark and should appear clear when flushed. The Firestone employee said he had to flush it several times because there was so much corrosion. I meticulously maintain my vehicles. There wasnt any evidence the brake fluid cover was even removed by Firestone. No finger prints, no spilled fluid, no disruption in the dust on the cover of the brake cylinder. The mechanic would have had to taken that cover off to flush the system.

In the end, I got my brakes inspected by the Ford Dealership and Firestone at East Lake refunded my money. The brakes did cook and became more effective after a day of driving.

We have a much bigger problem, however. My life was risked as well as other drivers on the road. I was lied to. I was called a liar by Tasha who didnt believe me when I said the mechanic told me that brakes needed to cook and wouldnt work 100% for about 500 miles and not to get in any Emergency situations until then. Her words were he may or may not have said this. I paid for repairs which were not performed.

I am so angry with Firestone and myself for trusting such a disreputable corporation. Between the tire situation they had with Ford and my personal experience, it is staggering to comprehend Firestone can remain in business. I spent a full day arguing with the East Lake managers Tasha and having to spend an additional half a day at Marietta Ford for them inspect my brakes.

UPDATE: May 2, 2007:
Customer retention Employee, Keith Ruohonen contacted over one month later of sending this letter. He wanted me to contact the district manager for Firestone who wanted to see if the fluid was actually flushed by the East Lake store. I met Nick Patrock at the East Cobb location.

Nick performed a litmus test on the brake fluid in the master cylinder to measure the need for a flush of the old fluid. New fluid would appear clear on the test strip; the very worst condition would appear dark purple. My fluid indicated second from the worst condition. Nick looked me in the eye and said he could not determine if the East Lake store performed the brake flush as charged on my invoice or not.

I am astounded at the people Firestone has chosen as directors and managers who are willing to lie like this. If the brake flush had occurred 1 months ago, the litmus test would indicate a clear condition. I have an engineering degree, Im not some clown off the street, I understand the mechanics of vehicles. I couldnt stand to listen to this guy spin his story and not take ownership of the dishonesty and incompetence of his East Lake Store, so I just left. I found Nick to be another dishonest Firestone Employee.

Michael
Marietta, Georgia
U.S.A.

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