The complaint has been investigated and
resolved to the customer's satisfactionResolved Firestone Auto Care — services not performed
resolved to the customer's satisfaction
So 2 years ago I'm in Firestone to get a wheel alignment, in a moment of weakness the Store Manager convinces me to get the 'lifetime' package. This means I should never have to pay for an alignment again & can get wheel alignment on demand (within reason I would think, once every 1-2 years...) Firestone also claims that you get lifetime tire rotation with tire purchases.
So a month ago, I take my car in for oil change, rotation, alignment, and to have the brakes checked. They call me back a few hours later letting me know the car is ready. What they didn't realize is that I knew EXACTLY which tires were in which location prior to bringing the car in; same tires were in the same location at pickup, MEANING THEY DIDN'T DO ANYTHING! No alignment, no rotation, no checking of the brakes. At least they did the oil change (although who knows if they changed the filter...)
I went back the next day when the Store Manager was there, vented, and demanded my money back. While very apologetic, he didn't have anything in the way of an explanation or excuse. He further pointed out that the work ticket was signed off (and supposedly performed by) A MANAGER, not necessarily one of the lower-level guys. This makes it even worse; what should be a position of responsibility within the organization is clearly apathetic and fraudulent. The Store Manager did provide a refund of the difference between the lifetime alignment package and a one-time alignment (although it took me 3 trips to Firestone for him to finally agree & stop delaying, guess he realized I wasn't going away...)
It gets even better.
I also had the 'lifetime' rear brake package, purchased several years ago, which is obviously pretty useless if they're not even going to pop the wheels off & check. Took the car to a different auto repair shop, they said I needed work on the rear brakes. Took it in to a different Firestone, they said the rear brakes were fine. Now, it's certainly possible that the other repair shop was lying, but considering Firestone's track record they have no credibility. I'll be taking it to yet another repair shop in the next few weeks to get another opinion, then forward to all to my state & local district attorney's offices, state board of weights & measure, licensing board, as well as checking to see if anyone has a class-action going against Firestone.
Great bait n' switch tactic by Firestone; sign up for any 'lifetime' service and the item lasts forever and never seems to need servicing, don't sign up for the lifetime services and my guess is they will always find something wrong.
Bottom line; they've lost a household with 3 vehicles and 7 years of consumer loyalty.
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