Firestone Complete Auto Care
reviews and complaints

I have been using the Wilmington NC and Myrtle Beach SC Firestone stores for my car needs since 2014. In May 2020, I purchased my tires from Tire Rack. I had them delivered to and paid Firestone Wilmington NC to install them. At the time, I confirmed with store managers that since you were installing them the regular tire rotation would be part of the service. I was told "sure". Since then, I have several "free" rotation services and there was no problem. What I recall was buying for the install/road hazard/rotation service package. The records are not clear on that.

The turnover of personnel has increased significantly in the last few years. So, it is not surprising that agreements and understandings that I've had with past managers and employees might change.

On 12/12/22 (Retail Invoice 295796 Store 016551), I brought my Mini Cooper in for a tire rotation. I was advised, I needed to pay for rotations in the future. The manager was fair by providing this service at no cost, but also explained the next time he would charge. My record is now branded with "=MUST CHARGE FOR ROTATE, NOT OUR TIRE=". Anyway, I suspect my install cost was equivalent to what Firestone would charge for the package if I had bought the tires from you (BTW, I would have bought from Firestone but was told you could not get these 5 star Kuhmo Majestic Tires). My normal approach to buying tires would be to also buy the package.

Second issue, I reported a slow leak in the right rear tire and a nail was discovered. The repair was a plug and patch. The store stated it would cost $30. I thought that was VERY high when compared to past flat repairs. I went online and found Firestone that stores perform this repair for "$10-$20."

After reviewing this, the manager changed his charge to $20.

These incidents have lowered my confidence and trust in Firestone. If the records are vague (i.e. the manager stated he did not "see" the package purchased on the vehicle history), It's OK to listen to the customer viewpoint.

I took my truck to Reading Firestone shop to change 4 tires on 11/3/22, while at the shop waiting on my truck to be done, the employee from customer service reported to me that my truck was involved in an incident where an employee who was working on my truck, hit the trunk of my truck while backing up. He stated that the trunk was left open while the employee was backing the truck up. A claim was filed by Firestone of Reading on 11/3/22. They requested that I submit documentation such as pictures and a quote from a body shop. I submitted these documents to a claim specialist, Robert G, and I have been trying to get in contact with him or anyone else who can tell me the status of my claim but with no results. I would appreciate it if someone could let me know what is going on with my claim before I have to take the matter to court.

The file #: [protected]-C. The sales team mate that assisted me and file the claim was Tim Lacy.

I took my Honda accord to have head gasket replaced, there was some slight seepage, the seeped oil did not even make it to the ground. Upon getting my Honda back home I find the oil leak is worse than before Firestone replaced the gasket. I could now see oil drops on my driveway. I returned to Firestone and they did the job again. When I return home it is now leaking from two places, I established this by placing a panel of cardboard underneath the engine to differentiate old leak from the new ones. Now what?

My name is derrick lang, address is in smyrna de, contact number [protected]. I brought my vehicle in for repair on 12/02/22., tire rods were replaced, spark plugs changed and serpentine was replaced. The service was completed on 12/06/22. Your service representative advise that a stud was broken on my front wheel, which I knew it wasn't when I brought it in. This was mention to me when they contacted me about my vehicle status. I had spoken to them 4 times before that, there was no mention of a broken stud. Your associate gave me a price to replace the stud. When I came to pick up my vehicle, I address the situation with the sales associate and he spoke to the tech who was working on my vehicle. The tech admitted that he had busted the stud trying to removed or putting back on. The complaint I have is that if I had not address the situation you guys would have charged me for this service. Knowing that I didn't cause it. I believe this creates a trust issue. I will have to double check what ever work is done. This issue needs to be address and fixed before I could bring my vehicle back for service. The location of the store is located at 15 south cory lane, smyrna, delaware. I would like a response on this situation, if not I will have to let the people I know the experience it had.

Took my truck in on 11.5 to have new tires put on it! The tires were bought by me and brought to their shop! After waiting 3 hours even while I had an appointment the tires were put on and I was sent on my way home! During the next week or two I started feeling vibration in my cabin when going over 60 mph. Took the truck back to their shop to have the tires looked at as I felt they maybe forgot to balance them once they were mounted as that original appointment took such a long time. My second visit happened on 11/30, during thag visit I was told that they couldn’t balance my tires as they kept trying for a few hours and I was told to go to a specialty wheels and tires shop to balance them. When I asked the manager why they didn’t tell me this on 11/5, she mentioned the mechanic didn’t let anyone know he wasn’t able to balance the tires and instead Just put them on my truck and kept this info to himself! I have driven with unbalanced tires for 3 weeks endangering my life, my kids life and also potentially causing damage to my truck! Totally horrific experience, I am trying to escalate this issue through all channels I can!

Regarding firestone: my truck had wheel bearings basically go out. I saw firestone when driving home and pulled in. Next day they quoted me close to 700 for wheel bearings and brake job. Day after that they call and say spindles we're shot on front right and left side price jumped to 1630 for repairs 799 of it was labor. And that ended up being for one side. They called on sep 21 to tell me truck would be ready in cple of hours I at this point still had no clue they had only done one side. It was already getting to be traffic time so I told guy I would be in in morning. Went in and truck was still on rack in air w passenger side wheel not even on truck. A few hours passed and my son was with me so I asked what issue was. Mgr said mechanic was have heck getting spindle off? I was under impression that truck was already fixed. They were doing everything they could to get it off, I asked him what that meant as it was to already supposed to be completed which I never got answer to he said they were back there grinding on it and would let me know something soon. More hours pass. After some research I now know they were probably talking abt the nut that attaches spindle to a knuckle and alot of times they just get basically melted together and it's hard to get nut to come off. So mgr says i'm going to send my guy to a pick and pull and I will eat spindle. My son was sitting right there when mgr said this! Meaning as he said he will not charge me. So again hours are passing and they close at 7, around 6 poor guy in front I kept bugging front store attendant as I was getting very angry because I had not seen one person all day even touch the truck we could see it thru window. Guy finally decided to tell me the mechanic that was only one that could do the work had left for day! I was about to explode. So I told guy I was now going to have to pay for a. Lyft again to go back home as me and my son were exhausted being there all day. Next morning they call and tell me that truck was done but they couldn't get a spindle but I could come get truck they would order spindle which would take 4 days to get I could then come back and they would put it on or I could leave truck another week till they got part. I asked if it was safe to drive guy said oh yes only thing is it will wear out your bearings faster and we would b in same situation. I had my phone on speaker and again my son heard every word. I like most people believe our mechanics like we do our drs. So I go and get truck pay 1630 for other work that was done. 799 in labor and saw they also charged me for two routers I did not give permission to even do. Nor know they needed to be done. They claim they told me well I paid went home and week later no call so I called they say mgr not there left msg for him he never returned call. Two weeks later i'm on hwy taking my son to chiropractor. Fixing to exit coit rd. Brakes completely gave out on me with horrid squeeling sound from pads and was able to to side of hwy. Called them they said they would have it towed to them. Passenger side tire was about to break off it was leaning! Guy called told me it was all under warranty and it would be 4 days. Again every conversation was heard by my son. Two days later mgr calls tells me it's going to b 7 days instead I again asked him if under warranty he said yes except spindle and cost would be over 700! I was livid I said what about you supposedly eating spindle he said he never said that I basically had to hang up because I was so mad. Found out with issue like that we could have been killed as that is usually what happens on wheel bearings failure the tires can fly off! I called corporate 3 times have still not had call back. Tdy nov 8th called bridgestone filed my fourth complaint because I have not gotten one call back from corporate whatsoever regarding my complaint! * the mgr finally called back tdy at around 2:30 said part was a mile away and truck should thts operative word should be ready tomm!

They did not give me my old parts back either as I had requested they do. I also noticed they slipped a piece of paper into original invoice stating I refused left spindle! Complete lie! As with second invoice they slipped another piece of paper in stating I refused routers! I have been charged over 20000 dllrs and not sure they even did what they stated they did as far as work done on truck I will be taking to other mechanic to check what they claimed they did! These people at firestone are liars and thief's! Why would I have went in and sat all day if I had refused spindle? I have proof of calls and of my lyft drive and location as to when I was at firestone and my son as witness as to mrgs statements! Also claimed they did not charge me for 2 routers which is not true as it shows on first invoice I was charged for 2 in the amt of 359.98! Truck went in on 9/10/22 then out on 9/22/2022 first time second time went in nov as supposed spindle just broke on its own? Spoke to mgr stating I wanted some of the money back he refused. Firestone should be ashamed as to treatment of consumer as we are ones that pay there bills. I want full refund of second invoice and some off of 1st invoice for all the lies and not doing a good safe job which could have killed me and my son whom is handicap having only one leg due to loosing his left due to cancer. And I have heart failure and this stress is not good. I am petrified to even drive it now not knowing what they have or haven't done!

At 7am on 11/28/22 I went to Homer Glen Illinois web site and booked an appointment for 11am. There was several appointments available.

I just received a call from the manager of the store at 7:50am telling me he could not take my truck in today because he does not have time for my tire rotation an balance. He said I could try on Wednesday 11/30/22 .

WHY DOES HE HAVE APPOINTMENTS OPEN ON-LINE FOR TODAY AND TOMORROW IF THEY CANNOT DO THE WORK?

I filed a case number with Firestone's complaint line on 11/10/2022 (#2679311) at around 9am. I was told that I would hear from district manager or region leader within 48 hours. As of 11/22/2022 I still have not received a call, text or email from anyone at Firestone.

My issue was with the store on Preston Rd. at 4700 block in Frisco. Not only have I been a loyal customer of Firestone for almost 10 years, but I have been using this specific location for over 4 years. I have the Firestone credit card and only use them unless they cannot resolve an issue on one of my 3 cars.

There have been several issues over the last couple months but my main complaint stems from dishonest business practices around their Veteran's Day Sales (I also happen to be a disabled veteran). I had previously been in the store for other services, and they advised that my 2018 Land Rover needed new brakes. I asked for a quote at the time and the tech told me it would be around $800 - $850 (pads on front and back, rotors on back). I told them I would need to speak with my wife as she preferred to use the Land Rover dealership but that I would prefer to use Firestone. I then went back to the store a few days later to verify the quote so I could compare to Land Rover's quote. They again told me that it would be $850 (pads on front and back, rotors on back) and that they had a sale coming up where I could save $100 on the service. Two days before the sale (Veteran's Day Sale) I called to once again verify the price, to ensure they had the parts and to schedule an appointment so I could bring my vehicle in on Thursday 11/10/2022 at 8am. The final price quote was for $850 (pads on front and back, rotors on back).

I arrived on the morning of 11/10/2022 to a busy store and waited for almost 45 minutes even though I had an 8am appointment (understandable with the sale just starting I guess). The tech finally got to me (he remembered who I was) and started to check me in. Upon going out to the vehicle and typing on his computer for almost 5 minutes he told me that with the $100 off sale (since my cost was over a certain amount to qualify for that discount) that I would need to pay $850. I was shocked and in disbelief as I thought there must be a mistake as that was the EXACT price, I was previously quoted (3 TIMES) without the discount. I told him to please double check as that was the cost without the discount and that I waited until this day so that I could save the $100 since I had just lost my job. He told me that it is was indeed correct and that they must have quoted me the cost without tax and some other obviously made up add on. I explained that that made no sense as I had been very specific in my previous quotes that those were the TOTAL costs with EVERYTHING included. He told me that he was sorry but that was the price like it or not, take it or leave it. Now, remind you, this is a place that I come to often and have been very loyal to. I was incensed and told him that this was fairly obviously a dishonest business practice to quote me a price (THREE TIMES) and then when I come in for the $100 off sale it is the same price. He said that I was wrong and he did not have time to argue.

At this point, I left the store and went home where I immediately called their local complaint line and filed a complaint (#2679311). As stated before, I was instructed that I would hear from a senior leader within 48 hours as they take these kinds of complaints very seriously. They took my complete and thorough statement reassuring that my incident would be resolved as it was not acceptable practice to treat customers this way, especially loyal ones. As of today, 11/22/2022, I still have not received any communication from anyone at Firestone.

About 3 weeks ago I purchased 4 brand new tires at Firestone in Shrewsbury MA, located at 27S Quinsigamond Ave. I had a very good experience

Today, November 18, 2022, I started driving the Ford Fusion, and got a message that read tire low. I immediately drove to Firestone in Shrewsbury MA.

I started talking with a very nice gentleman, Vincent Casillo. He said the tire may be low due to the cold weather. I said that does not make sense to me because the tires are brand new and that has never happened to me. Vincent said he could check to make sure there is enough air in the tires, but if it needed to be fixed, he could not fix it right away. I further explained the tires were purchased only 3 weeks ago and I had appointments to get to.

All of a sudden Juan Soto started screaming at me stating they are very busy and I have no business coming into his store demanding things. He screamed at the top of his lungs.

Vincent continued helping me and I found out there is a problem with the back right rear tire. He said he could not fix it till 4:00.

Juan Soto left the room so I told Vincent I would never bring my personal vehicle to them based on the way Juan Soto screamed at me. Juan Soto has no business working there or with people.

Firestone has my car for repair, technician called and inform me they could not repair my car I need to take it to the dealership. Firestone closes @ 5pm, I called back to inform them that I get off work @ 4:30 pm and would not make the 5pm closing window (did not get tech name) advised to leave my key in the car and I would be there after 5pm to pick up my car, per tech okay.

I used an UBER to Firestone to pick up my car, IT WAS NOT OUTSIDE.

the store was closed its dust dark and my uber had to leave because she has another pick up, I am a middle-aged female stranded with no ride, this Firestone is located in an isolated area.

This is unacceptable in all areas of customer service, and safety. I would greatly appreciate it if someone could contact me concerning this matter.

Firestone 3940 US Hwy 98 N Lakeland, FL 33809

CS# 2681267/ Submitted with customer service agent.

Firestone replaced mass airflow sensor. Service Engine Soon light continued to stay on. Returned car to Firestone. I was told by Michael the manager, that Firestone does not reprogram the computer, which I was never told before service was rendered. I was told to take car to dealer. I did. dealer charged me over $239 to reprogram and test. Dealer did find the code that caused the light to come on (mass air flow sensor). Service Engine Soon light was now off after reprogramming computer. A few days later, the light came back on (Service Engine Soon light). Contacted Firestone. Manager Michael was adamant and combative when I asked for a refund. In the meantime, the credit card company Firestone uses (CFNA) is threatening to charge me late fees.

Went to purchase a set of tires for Mercedes C250 and it was brought to my attention that one of the studs was broken which I clearly stated that all of the studs was present before entering the bay. I asked to go out to see exactly what had happened and the tip of the stud was still in the hud which was barely hanging on and we took it off by hand. Again, all studs was present before taking off wheel which they know and cover up indicating at the end after tires has been put on that they found a broken stub. If that was so, I should have been informed before performing any work on wheel. Pic of broken stud that wasn’t taking out before and thrown away with the other piece. It was documented as stud broken into hub prior to service, so now it becomes my word against theirs word. No hub is needed because stub wasn’t broken inside, they have one half and I have the other half

Made an appointment a week in advance since we have only the one car. Our appointment for 4 new tires and check for lifetime alignment. After 45 minutes I asked when they were going to take our car in. The salesman said he would take it back in and try to get them back on schedule. A young black gentleman had been waiting 4 hours and another lady has been waiting 3 1/2 hour.

We have been here now 1 1/2 hours and time is still running.

Please have someone look into this. Have never in 30 years been waiting like this!

I dropped my vehicle off for service at Tires Plus 9050 Bonita Beach Road in Bonita Springs on a Thursday morning to have a check engine light code checked, address the shaking in the front end upon braking and do an oil change. I was told the vehicle should be done by the end of the day on Friday. I was no able to reach anyone at the store after multiple phone attempts. I just rang and rang... I finally got ahold of someone on Saturday morning only to be told that they had not had time to get to it but would be on it shortly. at the end of the day is was still not done. I picked it up at Noon on Sunday only to hear a bunch of excuses as to why they didn't even diagnose the check engine light, he said he took it for a test drive and felt "No" shaking or brake issues upon braking (which is quite obvious if you actually drove the vehicle). The only things that was supposedly done was the oil change but they didn't even change the mileage sticker in the window so I don't even believe this was done! I spoke to the service manager who apologized and said he would do the work in one day and at a discount for my inconvenience. We made an appt for the following Thursday. I dropped of the car on Wednesday and picked it up on Saturday morning and AGAIN nothing had been done.6 days without a vehicle and nothing repaired and no compensation for my lost time and inconvenience. Worst Auto Repair Service I have EVER experienced by FAR. Please make this right! you can look at my account and see how much I have had done at Tires Plus across the US.

Thanks for your prompt attention to this matter.

Tommy Johnson 952.500.2027

Went in for service on 10/24/2022 for tune up and oil change. Oil change was completed but I was informed the tune up could not be done due to 3 spark plugs not being able to be removed due to cross threading. Only 2 spark plugs were able to be removed but the tech put the old plugs back in. Upon leaving the store, my vehicle began to improperly operate and I immediately returned to the store. After arriving at the store, the tech tightened 2 spark plugs and a hose they claimed was loose. I left the store after the second service and my vehicle continued to operate improperly. Then I returned the next day on 10/25/2022. The tech ran a diagnostic test and multiple codes came up about what was wrong with my vehicle. No diagnostic testing was completed on 10/24/2022. I took my vehicle to my mechanic to see if he could remove the spark plugs and he removed them without issue or incident. Today, 11/9/2022 I returned to the store to inform the manager about my mechanic removing my spark plugs and I was treated very rude and unprofessional. I spoke with the manager and the mechanic. The mechanic made comments stating "Well Lebron James can dunk but I can't" And "If your mechanic took them out we need to hire him!" in a very unprofessional way. No diagnostic issues were detected upon the first visit which is stated on the invoice.

Nov. 5,2022 - Montgomery Il. location store #310817- informed Battery was good,needed corrosion protection pkg. Invoice # 141752-$16.99 pd.

Nov. 6, 2022 - problem starting engine - Oswego Il. Location store # 310818 - checked battery- Measured 342 out of 575. New battery purchase - Invoice # 153263 - $244.93 pd.

Would like refund of $16.99 for wrong information given to me at the Montgomery Location.