Firestone Complete Auto Care

Hello, I'm writing to express my concerns with your store in Goodyear AZ and hopefully find some resolution. I needed new tires put on my 2017 XT5 Cadillac. We have been firestone customers for over 10 years so called in the morning of Saturday August 22nd for an appointment. We were told they were busy but if we dropped the car off in the morning they would get to it. My husband and I dropped the car off at 9am. We waited to hear from firestone all day and knowing they closed at 6:00pm I called to check on the status at 5:30. I was told that it was in the works and be there at 6:00pm, the car would be ready. We got there at 5:50 to pick up the car. It was not ready, they hadnt even started. My husband noticed that the manager had asked anther employee to go out and help. You could tell all the employees were in a hurry as this was past their closing time. My husband watched as this employee went out to help. He was visibility agitated. When he took of the hubcaps Off he threw one of them. We waited until 6:40 for my car to be finished (40 minutes after we were told it would be done). We really didnt mind and was grateful they were able to get us in. However, As an employee drove my car out to us we noticed one hubcap was missing. My husband mentioned this to the employee and he said, "Yea I noticed that, the other employee told me that there wasn't one". We corrected him and said, Yes we had all four hubcaps on the car. At that time the manager came out to see what the problem was. He then went back in and found the "missing" hubcap. By this time it was close to 7:00pm, an hour after the shop closed. I usually always check my car for dings but because of the situation and all the employees leaving I just got in my car and drove away. I got home a few minutes later and looked my car over. I surprisingly noticed my passenger side had three large scratches and a dent. This is more then just a door ding. I was instantly upset. My car is a 2017 but Its new to me. I just bought it in September 2019, less then a year ago . I have never owned a luxury car before so I have done everything possible to take extra care of my vehicle and I always avoid parking by other vehicles in effort to avoid door dings. The next morning my husband drove the car down to the shop to show the manager. The first thing he said was "yea my guy said there were some scratches". Thats what they tried to say about the "missing" hubcap. Knowing he was not being truthful, My husband asked if he took note of that somewhere, he said no. He then asked if they had cameras, no again. He said all he could do was file a claim and see if Firestone would process it. Today, 8/26/20, we received a call. We were told that since we didn't address this incident at the time it happened there was nothing they could do for us. He didnt care about our explanations as to why. We had already been there for over 45 minutes, all the employees had either left or were locked inside the store, there was no one to talk to. Additionally, we had just had a monsoon storm the night before and my car was dirty so the scratches were not easy to spot. I'm so disappointing in Firestone. I am hoping for some resolution.

A few months ago I was having trouble with my steering and it was making a loud noise so I took it to your shop on van buren and estrella parkway in goodyear. The tech there was very informative and let me know I needed to have several things fixed on my cadillac but the main concern was the rack and pinion being repaired. Several months had went by and I was unable to take the car in but I continued to put in power steering fluid as I noticed it was leaking quite often. A couple of days ago I could no longer get the steering to work so we had it towed to your shop on pebble creek parkway and they fixed the rack and pinion even though on the form I had told them I knew there was a leak coming from the power steering reservoir, and I couldnt get it to steer. When we picked up the car the tech told us they found the power steering pump needed to be replaced and there were leaks in the hoses! Duh! I was frustrated and asked why they didn't check this first because you could clearly see that, and I had told them I knew there was a leak? The tech said they did the repair that was on record for the rack and pinion and now here's the estimate for repairing the power steering pump. I don't see how this is abiding by your "fixed right the first time guarantee" because you sent me home with a broken car with the same issues as when I had it towed?! You had the rack and pinion fixed and took almost $800 from me on the firestone credit card that I just applied for to get my car fixed and now I have my car and it is not fixed and I have to pay for it for the next 6 months! The rack and pinion is repaired but that was not the urgent issue. The urgent issue was the severe leak with the power steering which was obviously causing the noise and trouble steering! I don't understand how you can be okay with your company knowing you took this money away from me and my car is in the same condition, I can't drive it and now I don't have the money to fix the urgent issue that needed to be fixed in the 1st place because you took it all with the credit card you so strongly encouraged me to apply for, and I just maxed out for a repair done improperly!
You should honor your guarantee and have my car brought back in and have my power steering pump and hoses replaced/repaired for no additional charges!
My name is karee peigne and I can be reached at [protected] or karee. [protected]@gmail.com