Firestone Complete Auto Care

Store# 022594
Client/Invoice Number: 418173
Service Advisor: 1 Ray
Phoncon: 09/14/2021
Email Sent: 09/15/2021
From: R Mills

Subject: 2014 Jeep Cherokee Trailhawk - Damage to radiator hose after Vehicle Tire Service

Reference: Store/Invoice: #022594/418173 Dated 09/14/2021

Attachment: 1 - PDF Invoices/Receipts

Good Day Ray,

I hope this day finds you well. I am presenting this matter to you for resolution before forwarding it to your corporate office. Attached is a PDF with invoice and receipts for the cost of the parts I needed to replace.

I offer some background on myself. I am an honorably discharged U.S. Army S.S. Veteran. I have been recognized and awarded service in government. Responsibilities include, investigations, assessing and facilitating maintenance and repair needs, providing research, inspections, analysis, technical writing, and problem solving; as well as consulting with management and engineers, etc., to insure compliance with specified requirements.

Per our conversation yesterday (09/14/2021 @ ~ 12:30PM)...

I appreciate your offer to rectify this situation and to allow me to view video of surrounding this incident. My intention was to come in and view your video. But as you and I both probably know, there are many variables surrounding the use of video as evidence. For example, management, access control, editing, etc. In particular, things like point of view, use times and chain of custody, are measures that often-cast significant doubt on the use of video as evidence. Just like you and I, in an actual situation, a camera may not see all the details of a particular incident or occurrence. I consider, relative to your company, benefit of doubt, but, as I continue to review this matter my skepticism regarding your service practices is ever increasing. At this point, given my schedule and the circumstances it would be a further waste of time for me to not see how my vehicle incurred its damage. So, based upon the preceding, at this time, I decline to view video regarding this incident.

Regarding this matter and in this case, it is obvious, your "safety check" gave reason for your service mechanics to open the bonnet of my vehicle and explore. Regarding of your stated, lack of video evidence; I believe, the photos I sent to you, clearly show evidence of the damage that occurred during your vehicle inspection and/or service to my vehicle. With that said, the part that was broken, required a significant force acting upon it to break otherwise, it would have remained in the state it was in, that is, without damage. When I bought my vehicle in for tire service, nothing was broken. When I left your repair facility my heater hose was broken, which, in a worst case scenario, as I think you know well, could have caused significant damage to my engine.

Furthermore, on 06/12/2021, around 3pm, prior to or in the process of service, one of your representative's phoned me about additional service to my vehicle. He told me my oil was dirty, and that I needed and oil change. That, the total cost, including the oil change if I were to buy two additional tires - would be around $1000.00. I said ok. At the time, though the oil in my vehicle was current (and really didn't need to be changed), I thought your offer was a good deal and requested the additional tires and oil change.

I mention this because upon entering my vehicle, I noticed the oil reminder sticker that was on the window missing, and that it had not been replaced by a new one (Coincidence?). Consequently, this prompted me to check my oil, and review the service record/invoice I received from your company. There I noticed, that it stated "OIL SERVICE DECLINED", this was an ABSOLUTE LIE! Because, when I spoke with the representative he acknowledged my request for the tires and oil change. Now, I am concerned too, as to whether or not at your service center, the oil in my vehicle was also tampered with. Possibly, the installation of non-synthetic oil vs non-synthetic oil? Which can exacerbate pre-mature engine failure in a vehicle that requires a synthetic oil formula?

The former raises the question, "Is intentionally causing damage to a vehicle ingrained in your service practice as a way to ensure a customers' return to your"repair shop"for additional purchase/service?"

I believe sometime during the service of my vehicle at your facility - possibly during the - "courtesy check" - inspection"damaged to my heater hose occurred; either intentionally or unintentionally but did so occur, none the less.

Consistent, with your willingness to address and resolve this matter,"without an admission of guilt, " I am forwarding the attached invoices and receipts. As previously mentioned, the invoices and receipts are for the cost of the damaged replacement parts. At this point, I am not requesting labor cost.

In mediation, I would like to be reimbursed for the cost of these parts. Upon my receipt of reimbursement for these items, I submit that this matter is hereby resolved and no further action will be pursued.

Please let me know your intention regarding this matter immediately, so that without resolution, I may seek corporate assistance. Thank you.

Regards,

RLMills
[protected]
[protected]@msn.com