Complaints

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  June 11th, 2023- Oil change, charged $125.87 at 1:47 pm, given high quote to repair water pump that had leaked all over engine along with bill, told them we'd seek second opinion June 13th, 2023- taken to jeep dealership mechanic since car was still under warranty, they suggested the water pump was damaged during the oil change at firestone and to speak with a manager there June 14th, 2023- called in complaint to manager **** at firestone, explained jeep dealership told me the damage might have been done at their shop, immediately they became defensive, they refused to take any responsibility, told me theyd do nothing for me unless they could inspect the car that was currently being repaired at the dealership, refused to do any investigation into their workers, said their guys dont make mistakes, called me a liar, i asked if I could at least have a refund for the oil change and they hung up.June 15th, 2023- corporate complaint filed via email, sent to division manager, was told I'd hear back in 2-3 bus days, never contacted June 20th, 2023- checked in on complaint, asked for update, escalated to regional manager, was told I'd hear back in 2-3 bus days, never contacted June 23rd, 2023- asked for update, escalated to upper management team, was told I'd hear back in 2-3 bus days, never contacted June 29th, 2023- called corporate number, email sent to upper management again, was told I'd hear back in 2-3 bus days, never contacted, decided to give them much more time to reach out.September 29th, 2023 1:00pm- called to check on case, was told despite case being escalated to highest level the case was closed with no note, customer ********************** rep didn't know why, I asked to be transferred to a manager while on the phone she said she didn't have that capability and I'd be contacted in 2-3 bus days, I asked her to just refund my oil change she said that required management review, told her if I didn't hear back I'd have to file bbb complaint, never heard back.

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