Firestone Complete Auto Care
reviews and complaints

I purchased my first set of tires from Firestone in December 2013. In June 2016 I had a blowout while driving on the highway. When I went back to Firestone they did not have my tires in stock and because my car is all wheel drive, I had to purchase another full set of tires.
Recently, my rear passenger tire has been losing air. I took my car in to the Firestone store located at 18701 E Hampden Ave, Aurora, CO 80013 on Monday, Oct 8, 2018. This is the same store where I purchased these tires. I was told they did not have time to look at the tire but, they added air to the tire and I made an appointment for the following Friday at 3 pm.
I arrived shortly before 3 pm the day of the appointment, I sat in the waiting area, right next to the window. I saw my car pulled into the bay, next to the window where I was waiting, at 3:28 pm. For the next 30 minutes I watched no progress on my car whatsoever. I did not see anyone looking at my tires, or conduct any inspection of my tire.
About 4pm the service tech came in, sat down next to me and said "your tires are shot." I stated, "There is a warranty right?" He said, "You only have about 9, 000 miles left on them." I responded, "That is not possible, they are only about 2 years old." The service tech stated, "It is only a 70, 000 mile warranty." Again I stated the tires are only about 2 years old, he looked me and said, "I checked that." I stated, "The tires were purchased in June 2016, after the original tire had a blowout." He stated he would check again.
When he came back his response was, "I don't know how I missed that, but you have only about 55% of the tread left, you need new tires. It will cost you about $378.00 for a full set." I asked "What about my tire, why is it losing air?" The service tech stated "I don't know, I didn't check it. It cannot be repaired." I asked "How do you know? You just said you did not check it." I asked him to add air and I would discuss with my husband.
A few minutes later the manager, or who I assume was the manager, called me to the desk to check me out. He told me my cost for today would be $21.59. I asked what the fee was for, he told me it was for the tire repair. I asked "You mean the tire repair that did not happen? By your own service tech's admission?"
The manager did not look at me or ask any questions, just said "OK" and took the cost off of my invoice and handed me my keys. I assumed by his reaction, he had heard the conversation between his employee and myself, along with several customers in the waiting area.
To add to this my mileage was not checked by anyone, just under estimated by 5, 000 miles and the tread underestimated as well, my tires should have almost 75% of tire tread based upon the mileage, from the time the tires were put on my car in 2016.
After coming home, I contacted the Bridgestone Retail Customer Retention, [protected] and spoke with a customer service representative. She took all of my information, was able to pull up my retail history and stated I would be contacted by a member of management, "Paul" and provided me with a reference number #2331892. She stated "Paul" would contact me within 48 hours. I still have not heard from anyone regarding this matter, and that all took place 4 days ago.
In summary, I went in to get my tire repaired twice at this Firestone. My tire was not repaired, and I was still at risk of a potentially unsafe tire on my vehicle. Is this common practice by this company or simply a business practicing questionable methods? Was I perceived as a woman that could be pressured into purchasing another set of tires that were not needed?
Regardless, I would caution anyone from patronizing this location and potentially this company, ESPECIALLY, if you are a woman.

I am extremely disappointed and disgusted with the customer service that is provided in the Milford de location. I had arrived at 5:10pm today following the online hours and they were closed. I attempted to speak with an employee in which resulted in him using profanities towards me! He said "there's a [censored]ing sign on the door why don't you go read it yourself!". I will not return to obtain service for any reason! I will also encourage others not to use this company because of the Unprofessionalism. It is unfortunate due to me looking for service but this is no place to use.

My son took our vehicle there today around 11:00AM for an oil change. David the service advisor/manager told my son that he would call him when the car was being service and then when the vehicle would be ready for pick up today. My husband called at 5:30PM and spoke to David the sales advisor/manager and David told him that the car would not be ready until 6:45PM. My husband questioned him about the closing time and he still promise that the vehicle would be ready before he left the shop today. Furthermore, David the service advisor called my son around 6:30pm to inform him that the vehicle would be ready in thirty minutes. My husband drove to pick the vehicle and arrived to the shop at 7:00PM and the shop was already closed. My husband was able to talk to another advisor that was there closing the shop and he stated that David the manager had left the shop early and that he was not sure why he would promise the car would be ready. The car was locked in the garage and unfortunately we coldn't take. We had been taking our vehicles to the shop for several years and we are extremely disappointed of the service we received today. Horrible customer service and false promises. Very unreliable shop and manager. Now we have to deal with them tomorrow and go to the inconvinience of dealing with them again.

On September the 29th 2018 I took my car to Firestone because of noise coming from my front brakes. I got the car back that evening and it was making the same noise. I took it back 3 days later they checked it and said they didn't hear anything and said they recommend me changing the back. So I did but with another mechanic. Now the noise is still there so today October the 10th I took it back again they said they still didn't hear anything. So I took the tech on a test drive with me so he finally heard the noise and said oh that's just the around of the metallic brake pad. Well that's the reason I took it to them so that was a wasted 400.00 because the car still sounds the same when I stop at red lights and stop signs. I will have another dealer check my front brakes to see if they really have been charged or not.

On 07/28/2018 I took my vehicle in because I was having an issue in the passenger side rear tire area. Firestone contacted me and said they had performed standard brake service (139.99) and replaced the front rotors (177.98). That service costs me $343.61 and I still had the same issue that I had when I brought it in. I took my vehicle back into Firestone on 08/8/2018 because I was still having the same issue. Stephan called and stated he had found the problem and he had never seen the problem before...it seems the control arm bushings had to be replaced that cost for 2 of them $255.98 and the labor was $252.00 AND I paid $17.64 for shop supplies. What shop supplies? I was never told what that was for. For all I know he could have bought lunch for himself. That total bill came to $548.19. When I went to pick up my car, I was told nothing else could be done with my vehicle because it was a transmission issue. I was a little surprised by the attitude of the woman behind the counter. Somewhat defensive...I hadn't said a thing at that point. I stated that no one had wver said there might be a transmission problem. Well, at that point I realized I had been taken advantage of, why, I have no idea, except for the age old belief that women don't know a thing about cars and let's take her for all we can. Unfortunately, I don't know about cars...that's why I took it you. I learned my lesson very well at this Fire stone and trust me my friends on the city councils of Live Oak, Universal City, Selma and Schertz, Texas have heard my story. I have also filed a complaint with the BBB. I decided to do all of this because I trusted the people at Firestone to 1. fix my car and 2. Tell me if they couldn't, but that's not what happened. Those two services that did nothing to fix my vehicle came to a total of $891.80 and I would like a refund. I did not feel safe driving my car and finally got it taken care of at another business for about half at what I paid at Firestone.
Thank you...Sammie Hoefler
[protected]@outlook.com

On 22 Dec 2017 my vehicle was accepted by Fernando/Service Advisor at Firestone Complete Auto Care, 6901 Bandera Rd, Leon Valley, TX 78238 for the repair on the customer invoice of "Auto Transmission/Transaxle - Remove and Replace Transmission Assy, 7003240 Remove and Replace Transmission" for which I was charged $1295.00. On the courtesy check receipt handwritten in the notes block is, "Trans Fluid leak at LF axle seal worn internal axle differential assembly, replace front brakes, oil leak - oil pan gasket/seal". Prior to receiving this receipt I was contacted via phone to be informed of the work that was required, to which I agreed with the exception of the front brakes. The vehicle was returned to me on 27 Dec 2017 from this work. On 22 May I took my vehicle back for a standard oil change, state inspection, and continuous transmission issues. Reiko/Technician relayed to me that they do not work on transmissions to which I responded that Fernando had my vehicle transmission worked on. Because he was not there that day my vehicle could not have the transmission reevaluated. Also, on this day the customer receipt once again stated "oil leaks", to this they did not contact me and I did not give it any attention as I did not remember that fix in Dec. Due to schedules I could not return my vehicle for the more prominent issues stemming from the transmission work until 22 June. On that day I did a road test with Juan/Technician who verbally relayed to me that it needed transmission fluid. My car was once again kept, this time for over a week and not only was being worked on due to the transmission, but also for the latch and locking system on the rear gate/door, on this day Fernando gave me a ride home and I was given a handwritten receipt due to which I was told I did not need one due to the warranty on the transmission. Between the week I had my vehicle returned to me (week of 1 - 7 July) and 2 Oct my vehicle was still displaying transmission issues that were never there prior to the initial work. On 2 Oct when I was able to take my vehicle in again and to have my brakes done, I was once again told that there is a leak in the transmission and the oil. When I asked (Paul) what needed to be done to have the transmission leak corrected, I was told that nobody at the location could touch that work because the manager (Fernando) who initiated this work in Dec and has helped me up until 4 Oct was out of town and that I needed to speak with him when he returned. When I made verbal contact with him on the phone on 4 Oct he relayed to me that his Firestone location does not perform transmission work, that he did not know what I was talking about, that I did not know what I was talking about or who I was talking to, and that I needed to wait until the manager (Jesse) came in the next day at 3p.m. On 5 Oct (the next day) I called the location and asked to speak with Jesse and was told by Paul that he was off. I then asked to speak to an area manager to which I was told he is on the phone now let me put you on hold. After the hold, Fernando got on the phone and I asked to speak to Jesse again to which he replied, he will not be in till tomorrow, I then asked him to speak to an area manager to which he replied with, "ummm, you need to call the the Crossroads location for that information." I asked why he could not give me that information to which he replied, "I do not have that information." I contacted the Crossroads location and spoke to Pedro/Manager and asked him for the area manager information that oversees the Leon Valley location to which he relayed is not his area manager, but was able to take my information to pass it on via email so that I could receive a callback. At this point my vehicle still has transmission issues, a transmission leak, and an oil leak. What I am asking as a resolution is for a refund, the work to be fully corrected, to ensure there are no other issues stemming from the transmission not being corrected for 10 months and for the staff at the Leon Valley location to be held accountable. I have been a customer of Firestone for many years and have never received such irresponsible service such as this. I have attached the documents reflecting the issues I speak of.
I would greatly appreciate this issue to be corrected as my vehicle is still not in proper working condition and is my primary vehicle.
Thank You.

Respectfully,
Stephanie Ramirez

I have stopped twice to have a tire looked at for air pressure going down and was told make appointment. Did not need appointment to buy new tires. Amazing. This morning I stopped right at opening ask the guy standing in the garage door smoking a cigarette to look at it guess what need appointment ask him to put air in. He refused and walked away thanks will pay independent tire co to fix

Timothy Mc Closkey tire salesman made nasty remarks to me and ended with a curse word he works in Bensalem Pa Firestone gave my daughter a hard time I met him here in Levittown Pa firestone I needed to have my car repaired on a brake line he called me and stated they don't have the knowledge to repair my car too much involved he stated to me you need to have your car towed out of there I needed to get my car towed from there to some other place I walked in to get my car keys and told him to put my change oil sticker on they he forgot I was first customer he took customers before me nasty guy when leaving put his head down and told me [censored] you please call me I will explain better Carmela Dowling [protected] something needs to be done lots of customers are complaining

I dropped off a dual axle trailer with a bad tire at your EAST BRUNSWICK, NJ location on Sunday 9-30-18. I purchase Two new tires and after picking it up and driving to the job site I sat the load on the trailer an saw that all of the tires needed air. Rated psi 41, New LF 30, LR 22, New RF 28, RR 29. I called and spoke to Chris and asked if I had to pay extra to put the right amount of air in the tires and he gave me a BS story that he couldn't hear me because of a bad connection. I am a loyal Firestone customer and use your Sunbury location for all of my service they are fantastic but this EAST BRUNSWICK location needs to step it up.
Please give me a call at 484.361.2332 Joe Bartos

I don't have all the info with me but I remember it was late July when I went to purchase tires on Main st Hesperia Firestone. They kept my car over night due to no tires in stock. they return my car the next evening, I was unsatisfy and I ask to returned them and the sales person said no he was going to call the police. I filed a complaint and they never return my calls. the sales person even said they don't do nothing about complaints I'm writing to see if this will work, I wish if there many more of us with this situations I will filed a complaint to court and see if they coulddo something more professional.

I've been a Firestone customer for awhile, under my account, I have 3 active cars that I bring in for work. On my 2008 BMW 335i, I have been going to the Kennedy location for a long time and gotten at least 5 alignment done without any issue. I understand my car was lowered but it has never been an issue from the past.
On September 15, I dropped off my car before noon for an alignment and wheel balance. I was uber home and waited for the call to see when the car is done. No answer until I called back around 5:15pm and they said they were working on it. I eventually got a call back right before 6pm stating they could not do anything with my car because my car is too low.
In the past, I've seen the employee simply use a 2x4 to get the car onto the alignment ramp or the lift, but this time, they were not able to accommodate anymore.
Store manager stated that it was against the policy, but my understanding when I brought my car in for the lifetime alignment is they agreed it was not a problem with a lowered car. Now after two years of doing this without an issue, I am denied of having my car work on.
I originally was going to ordered 4 tires to be installed on my car, but I was told it cannot be done anymore. Had I was told Firestone does not work on lowered car, I would not have purchased the lifetime alignment to begin with.
The staff I worked with, Sasuke, was a very professional employee. Although I was upset, he gave me the information, and apologized many times. I would have been more upset if it was not because of his attitude and customer service.
I really hope firestone can simply get a low profile jack, or metal ramps for the alignment rack, so I can continue going there for future services.

Customer invoice: 237327
Store #: 014583

My mom blew a tire at 6:00am today and after a nice civilian helped her change her spare she drove to Firestone 3032 Atlantic blvd in canton @6:40.
My mom was on her way back home to north Carolina and needing a full tire.
I understand your store doesn't open til 7am however your open sign was lite up and people were there. Someone opened the door and my mom told him what happened and his response was "we don't open til 7" so she waited as well as we waited with her in a separate car with a baby and toddler. When they finally opened they told her they had appointments and it would be an hour to hour an a half. After waiting there for 30 mins my mom went back in to see if they even carried her tire WHICH THEY DID NOT. So we wasted an hour sitting there for them not even to have the tire. I as well work on appointment but have a very hard time believe no one has a spare 15 mins to help someone out who doesn't need anything major.

After experiencing such wonderful help from a local person when the tire first blew the service we received at firestone was completely beyond disappointing. Instead of opening the the door and telling her we don't open til 7 he could at the very least looked to see if they even had the tire instead of us sitting around for 45 mins for nothing.
She drove right down the street to another place who not only had her tired but took her right away because she was asking for 15 mins of someone's time.

Not only did your company lose money because she probably would have taken any tire at that point, you lost future customers in my family and anyone who will hear her story.

I had my 2005 Ford Explorer rear brakes checked for a noise. The mechanic said it was a wheel bearing that was just starting to go bad. He said he could fix it but I did not have the time that day to wait. I asked if it would be OK to drive and told him that I drive pretty far every day to work and back. He told me it would be ok. The next week I had 3 of the 5 lug nuts on my passenger rear wheel break off and the wheel almost come off while driving to work ( traveling at speeds of 65-70mph). I had the car towed to my local Ford dealer for repair. I was told that the bolts were over torqued by the last person who had the wheel off. I called Firestone and they were very apologetic stating they could pay for the tow and the repair bill but not for the rental car I had to get so I could go to work. This has been almost 3 months ago and I have received no reimbursement. I called yesterday and now they are telling me the entire incident was all my fault and they will not pay for anything since I "refused" to get my car fixed on the day they told me I had a wheel bearing starting to go bad. I am very irate about this and I am planning to get an attorney if this is not handled. I had a person with me who witnessed the entire conversation on July 2 when I was told that the car would be safe to drive.

I'm in NC used Firestone in Greenville SC Hayward road, great service and asked to have receipt emailed to me as I had paid by phone. Cisco tried several times unable to receive one. He stated would fax it but I'm not at work to get fax. Can someone help to get a receipt emailed or mailed to me? Thanks
Phyllis Burton
[protected]@ triad.rr.com
Or. 1725 Ralee drive
Winston-Salem, NC 27127

I would like to tell you about my recent experience Aug. 15, 2018 at Firestone Complete Auto Center, 4847 Reed Rd. Columbus Ohio.

I wanted to put new tires on my daughter's car. I live about 70 miles away. I went online to shop for the tires I wanted, chose ones that were on sale, the Firestone FR710, and got an online quote, then called for an appointment. The price online was confirmed, but I wasn't sure about if it was an LX or and EX, but was told that would be checked when I arrived. The vehicle was a 2009 Kia Sportage. My daughter works close to this store, so I drove to her work, picked up her car and took it for the appointment. When I checked in, I was told the quote I received was not for the proper tire for that car and he didn't have the proper one. He quoted me a different tire which was about $100 more for the set (he did reduce the cost by $10 per tire). This vehicle is 9 years old with 154, 000 miles and not being sure how long she will have this car I wanted to be economical. I inquired about my original choice as to whether they would fit even if they were not the "proper" size. He only answered by saying 21555R…. (not sure the numbers he rattled off) was the "proper" tire for that vehicle. I felt that did not really answer my question, however, after driving 70 miles and arranging our schedules around this appointment, I did not want to make another trip so I agreed to the recommended tires. I ended up getting an alignment, so my final cost was just over $600.00, substantially more than I had expected to spend. I waited about an hour and a half, which was reasonable. When I walked out to the car, I noticed the tires looked smaller than the ones that were on before. It stayed on my mind, I kept thinking they were so small, but I rationalized that we must have had the wrong size on to begin with. This nagging feeling stayed with me. The next time I saw the vehicle, I examined the tire for the number, checked the receipt (which verified the number) and proceeded to research online for the "proper" tire size. As a result, I discovered that the tires I purchased were not the correct size. All numbers were the same, except where mine were 55, the correct should be 65. I called and was told the salesman was out until after the Labor Day holiday and he would call me back on Tuesday of that week. But he acknowledged that the size was wrong. I am not sure why I had to wait for that particular salesman to call back. I waited until after 5pm on Tuesday without a call, so I called. I was told they could be swapped out, but he had to order them which I understood would be the next day. I did inquire if the original ones I selected were available (still considering the price difference). He deflected to these were better and there was a small refund coming, around $30. At that point I wasn't going to push the issue, I just wanted this corrected. I let the next day go by without a call. So I called, it was now Thursday of that week. I was told the tires were in and I made an appointment for Friday. My daughter went in and was given the refund.

All that being said, here is why I am upset.

1.) There was no apology or even and explanation as to why this occurred.
2.) I still purchased more expensive tires than I wanted.
3.) Both times I was promised a phone call, I never got it and I had to call them.
4.) The inconvenience of another trip there and another 1 ½ hour wait.

I am not saying I expect a free set of tires, but I would think some sort of explanation would be in order, if not an offer of some kind such as a free oil change, to make up for this error. I would even think I could be reimbursed the price difference of these tires.

I purposely went to a name brand tire center to receive excellent customer service and to be treated fairly. I must say, there was no argument on the fact that they would replace these tires, but the customer service was certainly lacking.

I have worked in retail most of my life, and I assure you, I have made mistakes with customers. It's not that I expect people to be perfect. It's what happens when a mistake is made that matters. A little bit of humility in this situation would have made a tremendous difference. I really do not want to think that because I was a woman I was not offered an explanation. I am not familiar with the numbers that correspond to tire sizes, but aside from that I am fairly knowledgeable about cars.

Please accept this as constructive criticism and hopefully your dealers will try to improve in this area.

Thank you.

Delila Stiteler
1422 St. Rt. 603
Ashland OH 44805

[protected]

My boyfriend took my car in to get my battery checked. He made it clear he needed a diagnostic and requested to be notified prior to any service completed. He received a call mid-day informing him they sent an incorrect email and told him to disregard it. Seven hours later, he still had not heard back from them regarding the status of my car, so he called to see how the diagnostic went. They informed him they replaced the battery, without his permission, and would be charging $228 for the services completed. When he and I went to pick up the car, I let them know I was not satisfied and was met with a passive aggressive tone, indicating the mistake was mine. (Legally, you must inform a customer prior to doing any kind of service. This was not a mistake on the customer end.) Additionally, they did not have him any paperwork prior to completing the service, so there was no written authorization either. The service rep, Aaron, also told my boyfriend it was his job to reach out, which my boyfriend reminded him, he had already done. Aaron tried to blame it on the call back number we had provided. We both verified our correct numbers. Aaron then proceeded to admit that they had forgotten to call on their end. When requesting a discount for the mistake on their end, they gave me $8 off, which covered tax. Thankful for something, as this was a terrible and very unprofessional experience. I will not be returning to Firestone for any further service, as I feel such high prices for such poor service is a waste of my time and money. Being a customer service representative myself, I am incredibly dissatisfied with this service.

I spoke with Aaron at the mission valley location in San Diego. I went for a battery change and he said they would test it and call me with what they find. I received a call about an hour later saying he accidentally sent me an incorrect email and to disregard it. 7 hours later I still haven't hear from them so I call. He says it ready and they forgot to call. I get there to find out they put in a new battery, without my consent (I NEVER SIGNED ANYTHING), and was charging me $228. I said I never got a call confirming this or giving permission to operate on the vehicle to which he responded we tried the number you gave me and it didn't work. I said what's the number, to which he responded my incorrect number. To which I said, weird cause you called my correct number earlier so I know you had it. And I could see where he had my number and he chicken scratched a 5 over an 8 which was clearly there originally! (That being my correct number). He then said wel you never called us to confirm to which I said, "that's not my job, the burden of confirmation is on you! It's your job". To which he said you're right, we can take the battery out if you want. The job was already done and we needed the car to get to work. But Aaron is a horrible employee and literally put his failure of his job on me. Will never be returning. Aaron needs to be reprimanded and/or replaced

Last week took vehicle in Firestone in Elk Grove, CA FOR ALIGNMENT, rotation & BALANCE they didn't do correctly so here I'm back in FIRESTONE in Elk Grove, CA. I couldn't make appointment, so far I've been here since 10am and it's 2:30pm
U would think if a customer comes in for redo they would do it ASAP and I still don't know when it's going to be DONE!

I'm complaining about the unperfonisal work environment of firestone. They allows employees to have sexual relations in and out of work. The store manager for Parmer lane ( Jason) and front counter help of northcross drive ( Amanda) have been having sexual relations at work for weeks now. They will meet up and the store and disappear in the managers office for hours on end. They kiss and group in the front lobby and warehouse. Customer's have complained. Amanda will meet Jason after the store closes and everyone is about to leave. I have contacted corporate about the and they don't feel it's a issue. It's a issue when customers start feeling uncomfortable and complain. I strongly feel this condut is unacceptable.

I wanted to share the worst experience in my life with installing tires in my car. It was at Firestone, Hingham on 8/31/18. The car was dropped at 02:44 and was supposed to be ready after 2 hours. After that time I called Firestone and it turned out that the car would be finished around seven o'clock. At 06:40 I came to the workshop to see if my car is already finished. Just when the service advisor saw me - they started exchanging my tires. Already at 07:06 my car was leaving the garage and noise was heard on the right side of the front wheel. The car was parked without a test drive and without checking the TPMS. I asked the mechanic to check what causes noise because he was not there before. However, the mechanic did not really want to check anything, he only said that he replaced only the tires and not the brakes. However, after my request, the service Adviser went out and checked if the backing plate is in the correct position but did not check if the problem with noise in the wheel was repaired. Then I was asked to pay the bill for installing the tires and it turned out that I had to pay more than agreed. Instead of $ 68, I was asked to pay $ 91.62 + tax (total $ 93.05). In this there was a charge for lt truck / van oversize tires $ 18.80 and for valve stamps- $ 8. After paying attention, the service Adviser said that everything is correct, but I have to pay full amount. I paid because I had no other choice. When I went home from the right front wheel I still heard noise. After checking, it turned out that the wheel weights were incorrectly installed and hit the caliper. And the car in this condition is not safe to use !
Please see attached photos of installed tires and invoice.
I expecting high quality service from this tire service center -I got the worst service in my life including working people who do not care about well done work and customer satisfaction
Looking for any action from you.

Eugeniusz Bramowski
[protected]@hotmail.com
Cell: [protected]