May 4, 2009
Firestone Complete Auto Care Consumer Affairs
PO Box 7988
Chicago, IL 60680-9534
• On 8/14/ 2006 (customer invoice 068635) a Trans Flush with Versatran Trans Fluid was recommended by the Service Advisor to improve performance. Vehicle had 69, 223 miles.
• On 6/3/2006, (customer invoice 105393), Half Shaft (Front-Right) was recommended by the Service Advisor. Vehicle had 63, 791 miles.
• On 6/14/2006 (customer invoice #105563), Half Shaft (Front-Left) was performed. Please take note that this service was recommended by the same Service Advisor and the vehicle was taken to the same location for repair. Please keep in mind that I had to call the Service Advisor prior to the work being done so the part could be obtained. Vehicle had 64, 243 miles.
• On 10/7/2006 (customer invoice 069941) Trans Flush with Versatran Trans Fluid was performed on the vehicle. Vehicle had 71, 499 miles. Also, a Standard Tune Up 4 Cylinder service was performed on 2/4/2007, (customer invoice 072700) returned the car and found that one of the spark plug wires were bad and also an ignition wire was also installed at no charge. Vehicle had 77, 542.
• On 7/23/2007 (customer invoice 047143), Half Shaft (Front-Right) was recommended by the service advisor.
• On 12/31/2008, (Invoice # 062460) an alignment check, transmission Fluid Flush and a Complete Vehicle inspection service was performed and an air filter was installed. The vehicle had 107, 339. The Vehicle Inspection was performed because I heard a clicking noise when turning.
• On 4/5/2009, A Synthetic Blend Oil Change was performed, An Alignment Check was performed. The vehicle had 110, 534 miles. Also, the Service Advisor recommended Struts as well as Half Shaft (Front-Left). Please note per Firestone (customer invoice #105563) this service was performed on 6/14/2006.
According to the web page maintained by Firestone Complete Auto Care, under Transmission Service, it states that Firestone Complete Auto Care follows the vehicle’s manufacturer’s recommended service interval to perform a complete transmission flush however, also per the maintain your auto section of the webpage maintained by Firestone Complete Car Care, transmission service is not a scheduled maintenance for the Mazda 626 at 69, 233 miles. (Please see attached copies of Firestone Complete Auto Care – Maintenance Schedule.)
On 12/ 31/ 2008 I was not advised by the Service technician that Mazda does not specifically recommend Transmission servicing for the 2002 Mazda 626. If the representative was knowledgeable and not being deceptive to make a sale, he should have advised me to take the vehicle to a qualified Transmission specialist for service due to the extensive damage to the transmission pan seal (gasket) that would have to be replaced as well as the filter needing to be changed.
As a consumer and customer of Firestone Complete Auto care, I have the right to be protected against deceptive, fraudulent and unfair practices and from the above events, it is clear that Firestone and the Service Advisors practiced and committed deceptive acts.
Please keep in mind that I had no idea of the “Half Shaft Scam” until I scrounged through all of my invoices from Firestone Car Care Center on or about May 1, 2009.
Firestone did reimburse me for the Half Shaft - In May, 2009
Also, the noise that I took my car in for on December 31, 2008 happened to be wheel bearings.
These are the emails correspondances between the Assitant District Manager - Dan Yurko an myslf.
Firestone deflects blame from the begnning and they also impliment policies as thy go along.
From: Yurko, Daniel [mailto:email@example.com]
Sent: Tuesday, May 05, 2009 11:05 AM
To: Sonja Lucas
Subject: RE: 2002 Mazda 626 - Claim # 1164709
Ms. Lucas, thank you for your documents and the opportunity to allow me to help you. I would like to address your concerns and request some additional information:
In your initial contact to our consumer affairs department, you stated that you took your car to the “dealer” for inspection concerning your transmission issue – My car was never taken to any dealer regarding any transmission problems. When I had the problem with my car to arise on Saturday, April 25, 2009, after I spoke to the Service Advisor for Firestone, I contacted the Mazda dealer by telephone on Monday, April 27, 2009.
The dealer cannot nor will they diagnose your transmission over the telephone. You are “assuming” that our services or they way in which we have serviced your transmission has somehow damaged your transmission. Unless you have documented statements from a certified transmission repair center or Mazda dealer in writing supporting your claim, we are denying this claim. If you can provide this requested and detailed failure documentation, I will open a claim for this issue and put it under advisement with a 3rd party Inspection Company.
You also said they told you that the gasket and filter were not changed Did the “dealer” state what failed and why? If so, I need this written diagnosis from them as part of this claim. I need to know what they are say has failed and why it has failed. Additionally, which Mazda dealer was it please.
Please keep in mind that Firestone Care Center has been the only place I have taken my car for service with the exception Mazda in 2003. At that time there was a Firestone on Stonewall Street in Charlotte NC. I had the radiator flushed at that particular location and the technician did not replace the cap so Mark the Manager at that branch had my car diagnosed by Montgomery Mazda. Again, if you can provide this requested and detailed failure documentation, I will open a claim for this issue and put it under advisement with a 3rd party Inspection Company.
Visual inspection of the seal is indicative that on 12/331/2008 Firestone did not change the seal on nor did they advise me that I needed to have the seal replaced or the filter changed. Who did the visual inspection?
In your letter, you state that you were not aware of a “half-shaft scam”. There was no direct accusation as to what you mean by scam. I could only assume that you were speaking of our service center recommending replacing a half shaft again. Would you please clarify that for me before I can comment on it? The Service Advisor recommended the Half Shaft Front Right be repaired however, the front left was repaired when I took the car in for repair 11 days later. Did you address this issue at the time of repair? If so, what was the location staff explanation?
Would you kindly outline your accusation of deceptive acts? Why would the service advisor recommend a repair on the Front Right Half Shaft, order the part and repair the Front Left…..which put my life and the life of my family in danger.
Also when I took my car on 12/31/2008 for diagnosis of a noise, they did not tell me that the wheel bearings needed to be replaced. Who advised you of the overlooked wheel bearings? Please provide written documentation or repair estimate so I can follow-up with the location manager and service manager at our location.
I have a lot of documentation, invoices and information. I would like to address each of your concerns, but need you to directly list your accusations. I will address each and every one of them.
Thank you again for giving me the opportunity. Thank you for responding promptly and I hope the above clarifications. Also, since the Service Advisor was unable to specifically tell me what type of transmission fluid was used in my vehicle or what type of Transmission Flush machine was used on 12/31/2008, would you kindly find out and let me know. Thanks!
Lt. Dan Yurko
Assistant District Manager
Bridgestone Retail Operations
0505 - Charlotte, NC.
(704) 408-2860 Cell