Firestone Complete Auto Care review: Automobile Service

Subject: Formal Complaint Regarding Firestone Service Experience with Mr. Chris
Dear Firestone:
On October 13, 2025, I raised my hood because my car 2009 Ford Taurus Limited Edition wouldn’t start and realized my hood prop wasn’t in place, neither were my fluid levels topped off. Bear in mind, no one else has worked on my vehicle but Firestone employees!

I am writing to formally raise a concern regarding my experience today (October 14, 2025, at 10:15 am) with Firestone located at Andrews Air Force Base, 1805 Brookley Ave, Andrews AFB, MD 20762, Store Number 328380 and specifically with Mr. Chris for being disrespectful, not providing good customer service, and not willing to resolve my concerns.

I wanted to get an oil change, tires rotated, locate or purchase another hood prop, and explained to Mr. Chris that my hood prop was missing and fluid levels were not topped off during my last customer care visit.

I provided Mr. Chris my last Firestone Work Orders and he pulled them up on the data based as I conveyed the following:

On or about May 22, 2025, I made an appointment on for May 27, 2025, at 7:00 am. I waited there for over 2-hours waiting for the business to open. Unfortunately, they didn’t open when I was there, and I called the Annapolis location – 2048 West Street, Annapolis, MD and spoke to Ms. Katie who advised she could accomplish the work, which is identified on Store #024511, Retail Invoice Number 221662 which cost $2,135.35.

I made another appointment on May 31, 2025, at Andrews Air Force Base and had my air filter and coolant fluid exchanged.

Mr. Chris conveyed I was accusing them for something they may not have done, and the battery cable post could have corroded since May. I disagreed and especially when they had worked on my car and was supposed to conduct a courtesy check. He stated they only conduct checks if requested by customers. In addition, none of the fluids were topped off and asked if they provide a 100% courtesy inspection. He said no, and the only fluids they topped off was windshield washer fluid.

I said fine and while departing the store, I turned around and he was laughing. I went back to the service desk and informed him that wasn’t funny. I asked him for the Firestone’s Headquarters Address and Telephone Number, and he responded all they will do is contact me about your concern. I requested the second time for the contact information and said he didn’t have either and I could look it up on the Internet with a smug on his face!

Subsequently, I contacted another Firestone Location and was advised they conduct courtesy checks, including filter, tire pressure, oil fluids, and windshield washer fluid!

I believe the conduct and handling of the matter was unsatisfactory and not reflective of the service standards Firestone promotes.

This experience has caused me frustration, time and effort, and having to travel further to obtain good customer service and respect from Firestone employees.

I believe it deserves prompt attention, further investigation of my complaint, an apology, and checking to ascertain if other customers have complained about such behavior from Mr. Chris.

I trust you will make this matter a priority and contact me at your earliest convenience.

Sincerely

Eddie Grant, Jr.
Firestone Customer