To whom it may concern:
On 10/06/04 I brought my car to Firestone 2500 W. Parmer Lane #170 Austin, TX for an inspection, an oil change and to fix a tire that had a nail stuck in it. I ended up buying two new front tires getting the car inspected and getting the oil changed.
On 10/17/04 my car started dying when I came to a stop, and wouldn't drive over 40 mph it would then die while I was driving, at that point it would take several times to turn over (start). So I brought the car to Firestone. I explained the problems happening with my car, the dying at stops, the dying while I was driving and the car not starting easily. I also mentioned that I thought something was wrong with the carburetor. The reason I mentioned this is because a friend told me these symptoms sound carburetor related. I left my car at Firestone.
A gentleman from Firestone called me and said that I needed a new starter, and suggested a tune up and also suggested that I get a new cv axel. I asked how much? He told me $649.31 so I said 649 dollars and my car will be fixed he said yes, so I said ok fix it.
I was contacted by firestone and told my car was ready. I picked up my car and paid $649.31
Two days later the same problem occurred. The car wouldn't drive over 40 and died when I came to a strop. I had to drive with one foot on the gas at all times and one foot on the brake to avoid the car from dying. I took the car back to Firestone and told them that the car hadn't been fixed.
I was called the next day by Firestone and told I needed a new carburetor. I said what why didn't you tell me that two days ago? The gentleman couldn't give me an answer, so I asked how much? He told me about $800.00. I was very upset at this point, so the next morning I went to speak to the manager.
I spoke to Randy Gustafson and explained what had happened. He had to wait to speak with billy (the person who I brought the car into for the problems in the first place). After Randy spoke to Billy he told me Billy thought I was speaking about carburetors in PASSING CONVERSATION and didn't even check the carburetor. This was unacceptable in itself. So I explained to Randy that if I knew it would cost me $1500 to fix my car I would of scrapped it and put a down payment on a new car. Randy told me that he would give me a break on labor and it would cost me $575.08 to replace the carburetor. I thought about it and agreed to pay the $575.08 figuring my car would be fixed.
I was contacted on 11/03/04 by Firestone and told my car was ready. I picked up my car and paid $575.08. My car died at the first stop sign on the way home. I got home and immediately called Firestone. The person who I just paid $575.08 told me he FORGOT to tell me when a carburetor is replaced it may need to be brought back in for adjustments the he gave the phone to the mechanic Hector who told me that he didn't want to give the car to me, he didn't think it was ready yet. So back the next day to talk to Randy. He told me the same thing about adjustments. After these adjustments the car would drive fine for a day and then break down again, at this point the car still died while I was driving.
I kept bringing the car in to get adjusted and a day later the same problem. Overall I brought the car back 18 TIMES FOR ADJUSTMENTS over the course of 3 months. At one point Randy said it could be water in my gas tank, he changed the fuel filter cleaned the gas tank and sent back the carburetor. He put the new carburetor on, I picked up my car. At this point the car stopped dying while I was driving but continued to die when I came to a stop. So back for more adjustments. During these 18 times I brought the car back for adjustments, I brought the car back while the problems were occurring and on several occasions had a mechanic from Firestone get in the car with me. They agreed the problem exists and told me it needs a carburetor adjustment.
On one particular occasion I was told they needed to replace a gasket on the carburetor, this seemed strange because I asked an 18 year old kid I work with (who is going to automotive school) about this and he told me you always change the gaskets when you replace a carburetor
This cycle persisted, I would bring the car in for an adjustment, and the next day it would break down the same way every time
So the 18th time I brought the car back for an adjustment was on 12/29/04. I told Randy I was going out of town for 11 days and I would leave my car for the 11 days and that I expect the car to be fixed or I expect a refund of all the money Ive spent.
I picked the car up on 1/08/05, Firestone put 160 miles on the car, Randy told me the car was running fine. Two days later (52 miles) the car broke down again, the exact same way. On Jan13th I went to Firestone and asked Randy for my money back. He told me that the problem has to be recreated to deal with I told him that it's the exact same problem that has been recreated several times on several occasions with his mechanics in the car. Then Randy insinuated that the problem is not the carburetor, but according to Randy and his mechanics the problem (the rpm being choppy and finally going to 0 then the car dies) was always the carburetor, this is what I was told all 18 times, now all of a sudden, when I ask for my money back the story changes about what's wrong with my car. At this point Randy says he has to talk to his District Manager. The next day Randy calls me and says his District Manager would like to sit down and talk to me, but not today, I have to wait 4 days until Monday to talk to him.
During this whole period (over 3 months and 18 visits alone for adjustments) The service to the car was mishandled from the beginning: PASSING CONVERSATION At this point I'm out over $1500 and the car isn't fixed.
This has cost me being late for work numerous times, missing work three days and almost getting fired (over $1000 in pay). I also missed 7 classes at school which has affected my grades, which I also have to pay for. I've almost caused numerous accidents while driving down the road. I've exhausted every ride and favor from everyone I know. This has caused many arguments within my household. I had to rent a car during thanksgiving to visit my relatives. I had no use of my car on Halloween, thanksgiving, Christmas, etc.
I have been more than patient trying to resolve this problem, but 3 months, 18 trips and over $1500 later I want a full refund. Obviously I have to resort to a refund because Firestone cannot fix my car.
Jim
Austin, Texas
U.S.A.
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