Complaint Review: Firestone Complete Auto Care

We dropped my 2001 Honda Passport at Firestone Complete Auto Care, 200 S. Hanover Street, Carlisle, PA on March 23, 2016 for a "Complete Vehicle Inspection" (Work Order #198007) to determine what the car needed for State Inspection. I specifically stated that I needed to know all the repairs required so the car would pass the Pennsylvania State Inspection. Firestone completed the inspection and determined that I needed the following: Ball Joints (Upper-Front, Right), Bearing & Seals (Front-Left) and Wiper Blades for the Passport to pass the State Inspection requirements. I had the repairs completed at a cost of $427.54. I returned the car to Firestone on April 19, 2016 for them to complete a State Inspection on the Passport. Scott from Firestone called me and informed me that the Passport will not pass inspection due to four (4) rust holes in the frame and issues with the third brake light (Work Order #198509).

I was baffled. On March 23, 2016, Firestone informed me of what the Passport needed for inspection, which I had completed. Now, they are telling me that the Passport won’t pass inspection due to other factors they did not catch when they inspected the Passport the first time (on March 23, 2016). It would cost approximately $1000.00 for a frame shop to repair the rust holes in the frame. I would have never completed the repairs required (per Firestone) due to the fact that the car is not worth putting all that money in to since it is an older vehicle.

I sent a letter to Christopher Zbikowski, Manger (Attachment B) on May 3, 2016. On May 12, 2016, Mr. Zbikowski called my husband at our house and stated that he will not do anything and he will call me and discuss it. Inever received a call from Mr. Zbikowski. Icalled Mr. Zbikowski on May 23, 2016. Mr. Zbikowski stated that this case has been referred to his Area Manager – Robert Appler. We received a letter (Attachment C) from Mr. Appler on May 27, 2016. Please see attached letter. Needless to say, Mr. Appler does not have all the facts. Mr. Appler stated that he can not do anything. If I would have known the Passport needed all that work, I would have never invested any money into it. The Passport is not worth all that money.

It amazes me that while Firestone had the Passport up on the lift to inspect it for any defects, that they did not see the four rust holes in the frame. That is just downright incompetent employees that prey on innocent citizens.