Cause for postponement of trip, cause of lowering resale value of car...
I am contacting you in reference to a Firestone service center, the location of which is:
5151 Sumner Avenue (according to invoice... Should be Summer, I believe)
Memphis, TN 38122
I had a most unsatisfactory experience with this particular location. On August 13, my car was taken to have the oil changed and the tires rotated. It was checked in at 2:27pm and released at 6:10pm. However I was charged for services I did not receive and upon noticing this, brought it to the technician's attention. The service was then performed but not completed until 7:30pm.
My main complaint centers upon the fact that there was body damage done to my vehicle while in the care of the Firestone service center. The damage was not noticed until the morning after the car was serviced, as it was dark by then and raining as well. I returned to the service center with the car, yet the service manager emphatically denies that the damage occurred while in his care. I am absolutely certain that this damage was not there when the car was brought in and even more so that it was not done after the car left the service center. It appears that the front of the vehicle struck some object... There are cuts in the front bumper and scrapes that appear to be attempts to buff out some of the damage. The bumper is no longer centered on the car but appears to be pushed to the left. The car drives quite erratically now, which was noticed upon leaving the service center, but as it was after closing time and out of consideration for the employees, it was decided to wait until the next morning before bringing the car back to the service center.
The car was returned to the service center (August 14) and the response received in regard to the damage was that it did not happen while at that location. I understand that it's possible that company policy may prohibit employees of Firestone to incriminate themselves or the company in any way by admitting culpability in matters such as this, but I am adamant and standing firm on that this damage could have only happened while the car was in the care of the Firestone personnel. An estimated cost for the damage was made and totals over $1100.00.
Several calls have been made in an attempt to get this resolved in some manner; however I've received no satisfaction in any area of this issue. The car was to have simply been serviced, as it was to have been driven from Memphis to California on August 18, yet it is now possible that the trip will have to be delayed until this matter has been resolved. I refuse to let this issue be ignored and respectfully request that Firestone agree to pay for the damage done to my car. Were I not absolutely certain that this damage occurred while the car was in possession of the service center, I would not be insisting that they rectify the problem at their expense.
Many calls have been made to various representatives of Firestone; however, it appears no one wants to take any responsibility for the problem. I am adamant that this matter be resolved to my satisfaction and I will not let the matter drop until it is. I am very upset at the treatment I have been receiving and am prepared to take this matter further if necessary. Hopefully this can be resolved to everyone's satisfaction without more drastic action.
Debra
Memphis, Tennessee
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