Firestone Complete Auto Care

I am writing to advise you of problems with a repair job you performed on my car, and to seek reimbursement and compensation. Your records will show that I have been a long-time customer of Firestone Encino Store # 015636 and, up to now, have been very satisfied with both how Firestone has cared for my vehicle as well as the customer service I have received. My most recent experience, however, leaves much to be desired, and has cost me thousands of dollars for which Firestone is responsible.

On October 30, 2017, you performed maintenance on my 2009 Honda Pilot. Among other things, you removed and replaced the timing belt with a complete timing belt kit. (A copy of the October 30 2017 invoice is included.)
Just over one year later, I brought my Honda Pilot back to the same Firestone Encino location because I heard a noise emanating from the engine. I described the noise as a rotational "clanking" that sped up as the car went faster. Your manager Daniel told me that the noise was in the engine but they could not diagnose the cause or fix it. When I pressed him for more details, his explanations did not make sense. It sounded to me like he either did not know what the issue was because he had not fully communicated with the repair person who actually worked on my car, or did not care enough to explain the problem to me. He told me to take it to an "engine" shop. (A copy of the December 21, 2018 invoice is included.)

Dissatisfied with Firestone's handling of the noise, I went to a Honda service dealer with the same complaint about the engine noise. The Honda mechanic was able to diagnose the problem: when Firestone replaced the timing belt in October 2017, you failed to properly install the timing belt tensioner (part of the timing belt kit) causing the timing belt to loosen. The timing belt and tensioner had to be replaced again, just over one year after Firestone had installed the same part. This cost $1, 547.47. (A copy of Honda invoice 93489 is included.) Because Firestone improperly installed the previous timing belt kit, causing me to incur this expense to correct Firestone's mistake, I request Firestone reimburse me $1, 547.47.
In addition, Firestone's failure to properly install the timing belt kit resulted in damage to the camshaft. (Copies of photographs of the damaged camshaft and Honda invoice 94339 are included.) Because Firestone's improper installation of the timing belt kit caused damage to the camshaft, I request Firestone either (a) repair the camshaft at no cost or (b) reimburse me for the full cost of repairing the camshaft.

I understand that Firestone's stock invoice states that parts and labor are covered by warranty for only one year. As I mentioned at the outset of the letter, I have been a loyal and happy customer of Firestone in Encino for over 7 years. I hope Firestone cares about its customers and does not hide behind this one year limit, especially given that your repair failed a mere 14 months after it was performed, and that failure caused additional and more serious damage to my car. I also gave Firestone the opportunity to find and fix this mistake, and only when they failed to do so, did I get it fixed at a different repair shop. I look forward to continuing our customer relationship, but only after Firestone addresses the harm it did to my vehicle. Please consider this offer to resolve this matter informally without the need for more formal legal process.

Thank you for your consideration of this matter. If you have any questions, or if you need additional information, please do not hesitate to contact me via email at [protected]@hotmail.com or by phone at [protected]. I look forward to hearing from you.