Firestone Complete Auto Care

Sept 22, 2023

Firestone Complete Auto Care

Subject: First Complaint Regarding Service Advisor Travis - Reference #1405942

Dear Firestone Customer Service,

I am writing to express my deep dissatisfaction with the service provided by Service Advisor Travis at your Firestone location at 2126 Main St, Main St, NC 27587. My complaint is in reference to a prior case, Reference #1405942, which pertains to the wear of a Bridgestone tire on my vehicle.

On September 21, 2023, I had an unfortunate experience with Travis, who was the Service Advisor on duty that day. When I arrived at the service center, I was greeted by Travis with a mouthful of chewing tobacco (chew), which he had to continuously spit into a trash can before communicating with me regarding my concerns. This behavior was not only discourteous and unprofessional but also quite disgusting. It made for an unpleasant and uncomfortable interaction. Despite this, a scheduled appointment was made for the following day to replace my tires based on Reference #1405942.

Subject: Second Complaint Regarding Service Advisor Travis - Reference #1405942

Second complaint regarding the service provided by Service Advisor Travis at your Firestone location at 2126 Main St, Main St, NC 27587. This complaint is also in reference to the case number, Reference #1405942, related to the wear of a Bridgestone tire on my vehicle.

On September 22, 2023, I brought my vehicle in for service as scheduled. I dropped my vehicle off with Travis, the Service Advisor, and he initiated the process of changing my tires while I went for lunch. During my absence, I received two calls from Travis that were deeply concerning. The first call pertained to the original purchase of the tires. The second call was to inform me that Firestone had unilaterally changed the discount from 40% to 25%, without any prior notice or consultation.

I explained to Travis that this change was unacceptable, as I had been directed to this location by Firestone to rectify my concern, and I was in possession of a valid reference number (1405942) for the 40% discount. Travis, however, stated that based on his calculations of tread wear, he believed that the original calculation by the Lexus dealership was incorrect, and Firestone had subsequently revised their original request. He dismissed my concerns and suggested that I take it up with Firestone directly, indicating that it was not his concern.

When Travis began to lower my vehicle and take it off the rack without addressing the issue, I had to intervene and insist that the tires be changed as per our agreement. Within 40 minutes, Firestone rectified the problem and honored the original 40% discount.

However, I was deeply troubled by the discourteous and unprofessional behavior displayed by Travis throughout this interaction. It left me concerned about how my vehicle would be handled going forward.

I sincerely hope that these complaints will not be ignored, as they reflect a series of unfortunate events that have greatly diminished my confidence in the Firestone service experience. At this point, I am seriously reconsidering my future patronage of Firestone, and I urge you to address these issues promptly and effectively.

Thank you for your attention to this matter.