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This is the complaint I sent to their Corporate Office.
Didn’t Repair, Caused more damage.
I need someone from corporate to get in touch win me ASAP about this issue. It started late May and dragged on until early August. First problem, I went online and was guided to make an appointment at my local Firestone close by. When I showed up at the facility, The person behind the counter was very rude and dismissive. When I told him I had made an appointment online, he stated that they didn’t do that(?). Then when I proceeded to tell him about a suspected leak, and that my car was running hotter than usual. He said they didn’t do checks, and basically just gave short, acute answers to all my questions. Not wanting to argue, I just left. The next day I called, made an appointment, and dropped my car off after explaining that I believe I had some sort of leak, and the temperature issue. A few days later I was told that I had my water pump had failed, and that my radiator fan was not working. Later that day, and $1400, I picked up my vehicle, and immediately noticed that my water gauge was leaning toward the hot side, which was exactly the reason I dropped it off in the first place, and I could smell coolant. I was headed out of town, so I parked the car for and traveled for a couple of weeks.
When I got back in the car, I noticed again that the gauge was still on the hot side. I drove it to see if it would right itself, but it never did. I took it back to Firestone for them to check it out. I was told that they could find nothing wrong. So reluctantly, I took my car back home, and barely used it because on
the way home, once again, the gauge stayed toward the hot side. Days later I had to use it to pick up a friend from the airport, which is 10 minutes from my house. On the way there, my gauge actually went fully to hot, twice on the way there, and twice on the way back. When I stopped, I could see smoke coming from my engine, and smell coolant. I took it back to firestone, and after about a few days later, I was told that I had a manifold Leak, but the person responsible for fixing those was on vacation, and so it would be a while before they could get to it. A week later, I was told that they recommended that I take it to the dealer, because the component needed to fix it was proprietary. When I asked why I needed to pay for another repair, when they worked on a leak that obviously got worse after they worked on it. And the same person that was rude last time, I think he’s a manager, explained away and made excuses as to why they wouldn’t honor their warranty and correctly repair my vehicle.
Thanks to their incompetence and inability to repair my vehicle, I had to take it to a dealer, and several weeks, and $7,000 later, I finally have my car back, but it still isn’t the same since before I turned it in to Firestone.
I fully expect Firestone to right their wrongs, repair my vehicle, and reimburse me for the extra expenses that their negligence incurred. I’m sending this to you directly, to give you a chance to right this wrong,
before I start reporting this incident to other entities. I look forward to hearing from you soon.
UPDATE: contacted them and they requested that someone come out and inspect the vehicle to determine if their negligence caused the problem. After explaining to them that I did as the repair shop suggested and took it from their shop to a ford dealer. This was his response.
Tumey, John
Thu, Oct 12, 3:29 PM (6 days ago)
to me
Charles,
I apologize for your frustrations and troubles with the current leaks. These current leaks are not in relation to our service, and the repairs have already been altered. At this time Bridgestone will be denying your claim.
Respectfully,
John H Tumey
Claims Team
Bridgestone Retail Operations
200 4th Ave South | Nashville, TN 37201
Office: +[protected]
Fax: +[protected]
This is unacceptable. Clearly the fact that they never repaired my car correctly in the first place, and that trained professionals couldn’t find an obvious leak, led to progression of the leak. I gave them a chance to correct this issue, now I will just keep reporting them until they honor their warranties and take responsibility for ruining my vehicle.
Desired outcome: reimbursement for all the repairs caused by their negligence. about $10,000
Town & Country Ford Corporate Offices
I took my vehicle in to have a manifold leak repaired, and for them to check my clutch since it seemed to have problems after being repaired. after a week I was told what the problems were, and that they were waiting on parts. The manager at that time promised to take care of me, and even negotiated a price decrease. 2 weeks after I dropped my car off, I went to pick it up, and it immediately wouldn't start. I turned the key, and everything just shut off. Michael, and the mechanic that worked on it, stated that that was odd, since they just pulled it out of the bay, and after it got started, he mentioned a vibration, maybe due to a motor mount. I thought all this was odd, since these problems were not present when I brought the car in, but they jumped the car off and I took it home, parked it, and went out of town for the weekend. I did notice that it rode pretty rough, clutch loose, and lots of vibration. When I got in it to get work on Monday. it did the same thing it did at the dealership. tried to turnover but didn't and made some kind of horrible noise. I called the dealership and explained to the mechanic and told him that it wouldn’t start. he immediately asked if that was the part they worked on. and then told me that I needed to get the car towed into the dealership to get it repaired. Several phone calls, later, I ended up having to get my car towed, at my own expense, to the dealership. later that day, received an estimate for almost $500 in more repairs. I needed my car, so I authorized it, fully intending to file this complaint after I got my car back. The next morning, I got a new invoice, telling me that now the cost for repairs would be close to $3,000.
Just when I thought it couldn’t get any worse, I was then told that the part that was needed wasn’t available, and they needed to order a used part, with no warranty, to compete the repairs, and it would take a week to arrive. At this point, I felt I had no choice but to do everything to get my car back, so again, begrudgingly, I authorized it. After not hearing from anyone for over a week, I called to check on my vehicle. I was transferred around, 3 times, and then just got hung up on. On Monday I finally received a call about the situation where I’m told that the part came in, and was unusable, so they had to order a new one. (why was ford using a used part, anyway?). So once again, I played the waiting game. A week later, I was told my car was finally ready. I went to pick it up, drove it to a gas station to fill up. Got back in it, and it wouldn’t start! IT DID THE SAME THING IT DID AT THE DEALERSHIP WHEN I PICKED IT UP THE FIRST TIME, AT MY APARTMENT, AND NOW, AFTER I PICKED IT UP FOR THE THIRD TIME! Not only would it not start, but it when I turned the key, everything shut off, so it’s obviously not just a battery/alternator problem. I immediately called the service department, but I didn’t get an answer. I asked the dealership about being able to bring it back and leaving it, and they said that I could. Myself, and 3 other people, including the owner of the gas station, tried several times to jumpstart it, with no success, once again, nothing turned on when I turned the key. I had to call AAA to bring a tow truck, who thought to try to jump it one more time, because he had a new $800 jump box.
We finally got it started and he followed me back to the dealership. Right before I turned it off, the car started acting very erratic, revving up and down, electronics cutting on and off, message center flashing different messages, etc. The next day I received a call from the service department, and they said that somehow the positive battery post had slipped off and was just sitting on the top. I’m 59 years old, have been driving since I was 14. I know when a battery cable is not on, and that alone wouldn't cause all the problems that I’ve been experience since I received my vehicle back, and I have 3 people who will testify to the fact that a loose battery post was not the problem. After picking up my vehicle for the 4th time, it started, but it starts rough, sounds like a truck, and runs horribly with a lot of vibration. When I dropped my car off those many weeks ago, (this entire process has taken almost 2 months!), I ONLY HAD A WATER LEAK!
This is ridiculous! Obviously, when I picked up my car the first time, it was not repaired. and if you warranty your work, why was this not warrantied? I took my vehicle to Ford fully aware it would be more expensive but at least the work would be warrantied and guaranteed. The then Manager, Michael, who I learned was terminated later on the day I picked my car up, told me that if there was any problem, just call back. (Maybe he was fired for being too nice!). If I had known that the total amount for repairs would surpass $7,000, I would have declined to have it repaired and use that money to purchase another vehicle. As of Today, I have spent over $7,000 in repairs, & $160 in towing, over $500 in rental car fees, and my car is still running worse than it was when I took it in.
At this point, I think my vehicle should be repaired correctly at minimal, or no cost to me, as I was not completely made aware of how much was needed.
I feel unsafe driving my vehicle right now, as it sounds like it’s about to break down again at any moment. I get severe anxiety every time I turn the key, fearing that I’ll be stuck again. Please respond to me as soon as possible,
I’m hoping this can be resolved quickly with you before reporting this to other entities.
