Firestone Complete Auto Care

The two Firestone locations on Westnedge, in Portage/Kalamazoo, MI have been my go to places for car repairs. I usually leave the car with them for the job (not wait in the lobby!) and they have always done good work. I want to highlight my most recent experience of March 4, 2025 at the Portage location.
I called the location and needed to get my tire leak fixed that evening before leaving for Chicago the next day.
Kyle accommodated my request even though there was only one technician present that evening. They spent over an hour finding the leak, changing the rim as it happened to be leaking at the bead and fixed it. When I went to pay for it, they said it was 'on the house'! Can't beat that! This was a leak that others could not fix and it was leaking about 3 PSI every day! Thanks guys!

I purchased four new tires about a year and a half ago. The tires have an 80,000 mile warranty, and my car already had 86,000 miles, but I didn't want to have to worry about tires anytime in the near future.

Recently, one tire was losing air. I took the car to Firestone (which I have to do or I could possibly void the warranty) and after waiting an hour, the person told me he removed a nail and sent me on my way.

The tire was not fixed. Three days later I had to put air in, and then again in three days, and again in three days. I had to figure out when I had the time to go to Firestone WITH an appointment only to sit and wait for at least an hour for a repair that wasn't completed correctly the first time.

Today I had an appointment at 3 pm. At 5 pm I was still waiting and the car still had not gone in. When I asked about the status and mentioned again that this was a return trip, the person told me that a nail was removed the last time, but no repair was made! I couldn't believe it. I have wasted HOURS just to fix a leak in my tire and it has taken me two trips to do so.

I can't express in words the REGRET I have with ever purchasing tires from Firestone and will never do so again. Also, after this visit, I don't even care if the warranty is voided because the customer service is so horrible.

Do better Firestone. You had a good brand, but it has gone completely downhill.

I purchased a lifetime alignment years ago when I got my truck. The first alignment done in Sedalia Mo was fine, no issues. A couple of years later I put new ball joints in my truck and took it back to them. They had linked my account with another phone number and or address and said I didn’t purchase a lifetime alignment. I however had my receipt that proved it, and we straightened out my information in the computer. As they aligned my truck, they couldn’t figure out how adjustable ball joints work so I had to go help. I left with the steering wheel not straight and later my vehicle inspector found a bolt missing. The next time it was due for new tires I called and wouldn’t you know, I’m not in the system as having a lifetime alignment. If you don’t want to honor them, don’t offer them. All in Sedalia Mo! I tried to go to Columbia Mo and have it done but they can’t handle three quarter ton quad cabs. Done with them!

Firestone Complete Auto Care - Awful Scheduling Habits and Poor Communication

This past Wednesday, Feb 21st, I had an appointment with the Firestone dealer at 11491 Hanson Blvd NW, Coon Rapids, Minnesota. I made the appointment the day prior, asking for 3:30 PM if it was possible. The female I was dealing with said she could get me in at 3:30 and I was thrilled because it would leave me time for my 4:45 medical appointment. Frankly, this woman had zero personality. She was abrupt and short on the phone. I blew it off as no big deal since I got an appointment time that was perfect.

The next day I arrived at exactly 3:28. I walked in and immediately knew I was dealing with the same "Miss Abrupt" I had on the phone the previous day just based on her cold demeanor. I informed her I had a 3:30 appointment. "Keys" she said as she put her hand out. That was it. She said nothing more. Okay, so much for professional communication.

Her personality aside, my real issue was yet to come. What Firestone didn't know is that I requested 3:30 because I knew it took 20-30 minutes to do an alignment and I paid 18 months ago to a lifetime alignment on my SUV with Firestone. This was only my third time back.

As I mentioned, I asked Firestone for that time slot because I had a 4:45 doctors appointment 10 minutes from that Firestone location. An appointment I made a month ago because it's hard to find open appt times with that doctor.

So now it's about 4PM and I've been there 30 minutes and my SUV is still sitting where I parked it.

I'm getting antsy because I know I have to make this doctors appt.

About that same time, the abrupt Firestone lady walks over to a customer seated in the waiting area. They've just finished working on his pickup. Miss Abrupt talks to him about the few things they worked on and then says, "Would you like us to add an alignment?" The guy mulls it over and says, yep.

I notice this but say nothing. But figured I better ask her what the timeline is.

So I walk over to Miss Abrupt and ask her where we're at with my alignment. She responds, "we have a customer's vehicle up on the rack and as soon as he's done, they'll get me up there." She then points out they only have one alignment lift. And guess who's vehicle is on the rack getting the alignment? The guy who she just added an alignment to the work he's having done.

She adds that "it will only be about 10 minutes." Well, his pickup comes off the rack around 4:15 and the mechanic parks it outside and for the next 15 minutes the alignment rack is empty.

Nobody is in a hurry. Nobody seems concerned that my 3:30 appt has now left me standing around for an hour. One would think that Miss Abrupt would have said to the mechanic doing the previous alignment, "hey, get this guy up right away, he's been waiting for nearly an hour." But she doesn't communicate a thing.

Finally, at 4:30 on the nose, a mechanic pulls my SUV into the alignment rack. By this point I know I can't make the medical appt.

I call them and I'm now waiting another 4-5 weeks to get in. I'm not happy, but this is the world of poor customer service we live in today.

Finally, the alignment is done. It's now 5PM exactly. So before I leave I approach Miss Abrupt and I begin to explain why I was less than happy with the service.

I don't get a sentence out and she cuts me off and says to the guy sitting in the next room, "Matt, can you come up here."

So Matt (I assume he's the manager) comes up and I very calmly inform him of the times. I tell him, I arrived at 3:28 for a 3:30 appt. I waited until 4:30 before Firestone put my SUV on the alignment rack. Moreover, a doctors appt I made four weeks ago is now shot, and I'm waiting another 4-5 weeks to get in to see that doctor.

His reply, "I'm sorry." So I added, "how is it that I have a 3:30 alignment appt and the guy with the red pickup is asked after you guys service his vehicle if he wants to 'add' an alignment, when I'm on the schedule for an alignment 30 minutes before he's even being asked?

Matt's reply, "He was already on the rack."

So in my mind, I'm thinking, so because this guy's vehicle is "on the rack" my 3:30 alignment time-slot is erased? Who thinks like that?

In my mind, good customer service would have been to explain to the guy with the red pickup, "hey, we can add that alignment sir, but you'll have to wait a bit, we have a customer who's vehicle we have to align right away because he had a 3:30 appointment."

Was it because they could tag another $100 onto his bill, whereas they make nothing additional off me since I pre-paid for my lifetime alignment? That would be my first guess. And if true, that says even less about Firestone's service at that location.

Anyway, after Matt tosses me the "I'm sorry" I said (quite nicely), "that doesn't really help me much Matt, I missed a doctor's appointment that I made a month ago because what should have taken 30 minutes, took 90 minutes, and now I can't get in to see that doctor for another month.

Matt's response now turns angry, and he raises his voice and says, "I said I'm sorry, what do you want me to say?" I replied, so you just toss out a canned I'm sorry and that makes everything okay?

I spent 25 years in law enforcement. I was dispatched to thousands disputes and arguments in my career. Usually, it's the customer who is out of line and overreacting in these types of verbal disagreements, but not this time.

What did I want Matt to do? Well, an apology means very little in the practical world we live in. Apologies are fine for little things, like "oh sorry, I overcharged you, let me fix that."

Not that it was going to fix my problem but perhaps a 50% off my next Firestone service would have been thoughtful?

That would be too reasonable, and we all know these guys are afraid they might lose a few bucks if they are too generous. I'm sure this guy Matt doesn't have the authority to make such a decision anyway. He's a cog on a wheel.

Here were the easy solutions which could have been implemented at any time if these people possessed any customer service skills.

1. If you know your customers are backing up, call me before I arrive and tell me so I can make another appt at a later date or opt to come to my appointment anyway. But at least I know beforehand what is going on.

2. OR . . .Inform me after I arrive if my appt time isn't going to work into the time-slot I made, and give me the option to make a new appt, or to stay around knowing my appt is going to be delayed. This of course would infer someone has the skill-set of communication, and nobody said a thing to me. They just left me standing there.

3. Most flagrant in my opinion was adding an alignment on the spot for a customer who didn't have an alignment scheduled, and then pretty much pushing me to the back of the line when I've already been there for 30 minutes waiting .. . AND I'M THE GUY WITH THE ALIGNMENT APPOINTMENT. Hello!

I'd never go back to this location again.

Two Firestone employees right there in the lobby, and nobody says a word to me about delays or even asking me if I'd like to make a new appointment.

I took the time to record with my phone when my vehicle was pulled in, etc, but I can't imagine it's going to do much good uploading any of that.

So my doctor's appointment is now moved to March 21, thanks to Firestone's wonderful customer service team on Hanson Blvd in Coon Rapids.

Will Firestone HQ even read this and take notice. Highly doubtful.

User's recommendation: Not at Firestone, 11491 Hanson Blvd NW, Minneapolis, MN 55433.

So I dropped by the Firestone on Rodney Parham Road in West Little Rock the other day. When I walked in, this guy comes up to help me out.

I'm like, I need a camshaft sensor for bank 2 on my 2003 G35 Infinity coupe.

And he's like, okay we can hook it up for a diagnostic for 99 bucks plus tax.

I'm thinking, no way, I already ran a diagnostic myself, and it's definitely the camshaft sensor.

He seems a bit surprised, like oh you did the diagnostics?

Yep, I tell him, and show him the report I got.

He starts humming and hawing, you can almost see the wheels turning in his head. Then he hits me with, if we can't do our own diagnostic, we can't work on it.

I'm standing there, ready to pay for the part and the work, but he's not having it. All because I didn't want to pay their $100 diagnostic fee. That's just ridiculous and greedy if you ask me.

So I left, took my business over to Razorback Auto on Hinson Road. Trust me, you should too.

And get this, my sister and I, we've dropped a ton of cash at that Firestone for this same car. I love my G35 Infinity coupe, they don't make them anymore and I want to keep it running. But the way Firestone, especially that one on Rodney Parham Road in West Little Rock, Arkansas, treated me? It's just wrong. Do yourself a favor, save the headache and your wallet, and steer clear of them.

- A.Edwards

So I took my jeep to get the blinker relay fixed but they ended up messing with some wire they claimed I might've kicked. But there's no such wire down there. The blinker was acting up, only worked when I hit the hazard lights or smacked the dash, and it seemed okay for a bit after they poked around but then it stopped working again. I went back to them but they couldn't help cause their internet was out. I tried telling them it's the relay, cause I've had similar issues before, but the mechanic started going on about how it's a big job and he'd have to change the whole fuse box since the relay is inside it. Didn't sound right to me.

Turns out, my son managed to fix it just by taking off the panel under the steering wheel and swapping out the relay, no fuse box replacement needed. I went back to Firestone for a refund and even the manager admitted their mechanic was clueless. That was back on February 14, 2023. Now it's March 14, 2023, and I'm still waiting for my money back on my bank card. Called up their customer service and just got more excuses. I'm done with Firestone, they've been nothing but trouble and I'm not going back after all this hassle.

I've been to the Firestone in West Springfield, MA a bunch of times before and usually, the folks there are super helpful and they explain things really well. But man, on 5/27/23, sometime between 2:30 and 3:00pm, things were just off. I walked in and caught the tail end of a convo between the guy at the desk and another customer. The way the employee was talking down to him was just not cool. I felt pretty bad for the guy; he looked all sorts of upset leaving the place.

So then it was my turn, right? I go up and start explaining how I'd been in before and they'd put some dye in my AC system to spot a leak. The next day, my air wasn't working right, but I thought maybe it was just 'cause it wasn't hot out. Now it's like 80 degrees and still nothing. The dude at the desk gave me this look like I was asking the dumbest question ever. His whole vibe and the way he spoke to me was way off the mark for professional.

I just wanted them to take a quick look, see if maybe they missed something when they worked on it last. But that seemed to annoy him even more, and you could hear it in his tone. I was so taken aback, I just turned around and left. Totally shocked, I tell ya. I'm never going back there. And it's not even about what he said about my car, it's his whole attitude and how he got so ticked off over a simple question. I bet he's done this to loads of other customers too. They really need to give this guy some serious customer service training, and maybe a lesson or two in keeping a good attitude, or they're gonna keep losing customers left and right!

I recently had a pretty bad experience at the Firestone by Memorial Mall in Houston. The guys there seemed really shady, almost like they were trying to pull something illegal. They told me my tie-rod was stuck and it would cost me a whopping $600 to fix it. They also said my car's alignment was way off, and if I didn't get those new tie-rods right away, my tires would get messed up bad. I mentioned I was heading out of town the next day, and it felt like they used that to pressure me into buying the parts.

I wasn't convinced, so I called up my own mechanic who had just worked on my car not too long ago. He was pretty skeptical about what they said. I decided to talk to the manager, Chaz, and told him what my mechanic thought. Chaz was like, "No, no, we've had 3 guys, including Maricio, Tech #5, check it out and they all say your tie-rod's definitely stuck." But I wasn't about to just hand over $600 like that, so I drove to my mechanic, only 15 minutes away. Turns out, he could move the tie-rod super easy, no problem at all. So that whole story from Firestone was just not true!

And get this, my mechanic also said the alignment was barely off. It was such a small adjustment that it wouldn't have hurt my tires, even on my long 2000-mile trip. It's really disappointing to see how some people have no problem lying and taking advantage of others, and it's worse when their bosses are all for it.

I heard Firestone was good with Lexus cars so I decided to take my car there to get the starter replaced. When I got my car back it started making this whining noise that wasn't there before. I didn't feel safe driving it so I had it towed back to them. They told me it was the power steering pump acting up so they went ahead and replaced that. But the noise got even worse after that. Towed it back again and this time they said it's the alternator's fault. They replaced that too but the car still whined. They finally threw their hands up and said they didn't know what's up and told me to take it to a Lexus dealer and promised they'd "make it right."

The Lexus dealer wasn't impressed. They told me the Firestone guys used the wrong parts and didn't even install the power steering pump right. It was leaking everywhere and the high pressure line was all wrong. Plus, they didn't even bother with the support mounts. I went back to Firestone and told them they gotta fix this mess or pay for Lexus to do it. They just offered to refund my money and that's it. I even reached out to Consumer Affairs in Tennessee but all Firestone wants to do is refund me.

It's been 2 months and I'm stuck with a car I can't drive. Looks like I'm headed to small claims court to see if a judge can make them fix what they messed up. My car's just sitting useless in my driveway and I can't even think about selling it like this. My advice? Stay away from Firestone. They come off as arrogant and don't seem to care about doing the right thing for us customers. I'm writing this review in hopes that it'll save someone else the trouble of dealing with Firestone.

Been going to Firestone for a long time but had to switch shops when I moved towns. Last year, got a flat and tried the local Firestone. The service wasn't great and the wait was way too long, but I hung in there. Just last Thursday, got home and saw I had another flat. Jumped online right away to book an appointment at Firestone for a new tire. Found a slot for Saturday at 7 a.m. and grabbed it. Then this morning, Friday, I get a call at 9:05 from the Firestone on Jog Road in Greenacres, FL. The guy on the phone sees my appointment and that I need a tire change. I tell him it's just the one tire 'cause of the flat. Then he tells me he can't see me till 10:00. Like, what? I set up an appointment so I wouldn't have to be a walk-in, and now I gotta wait 'cause I'm not buying four tires? That's just nonsense. I'm done with that place and I'll make sure my friends and neighbors steer clear too. They shouldn't be turning away appointments just 'cause it's not convenient for them.

Anyway, I found another shop not too far that's happy to have my business. Firestone really needs to check who they're giving franchises to!

So I went to AutoZone to pick up a new headlight bulb for my wife's van and figured I'd get them to put it in for me. They tell me they can't cause apparently you gotta take the tire off to do it. They suggest I head over to Firestone Complete Auto Care instead.

I didn't really think much of it cause let's be real, cars nowadays are like rocket ships compared to the old days when you had to pump the gas to get it going and we were jamming to tunes on an 8 track.

But yeah, I didn't ask any questions. What was I thinking, right? Like I could reach all the way in there myself?

So I take the van to Firestone and end up shelling out 58 bucks to put in a bulb that cost me 19.

They could've just told me straight up, "Hey, you don't need to take off the tire, it's just a couple of bolts." But no, they saw me coming and must've thought it was payday.

Now the other headlight goes out and I figure it out myself. Took me less than 4 minutes to fix it.

And don't even get me started if you've had Firestone do an oil change or tire rotation and then one day you try to do it yourself. Good luck with that. You'll need the strength of King Kong to get the oil plug and lug nuts off.

I swear, they must use some superhuman grip and a crazy amount of torque with those air tools they got, which they obviously don't know how to set right.

I ended up needing a blow torch to get two oil plugs loose and a three-foot pipe just to get enough leverage on a now bent tire iron to remove 44 lug nuts off two cars.

What should've been a couple hours job for oil changes and tire rotations turned into over 5 hours and left me with a sore back and shoulders.

They even put so much torque on a plastic oil filter housing that it cracked when I tried to take it off.

Seems like Firestone and AutoZone are in cahoots or something.

Well, you live and you learn, right? Stupid me.

Dropped my car off at the Firestone on 5657 Wendy Bagwell Pkwy in Hiram to get the back brakes done on July 6th. I okayed close to $800 in repairs and let them know I wasn't in a rush, just needed it by mid-August. Andrew, the service manager, told me straight up, "I'll have it done by 5pm today." I asked for an estimate to be sent to me by email or text and made it clear again, no rush. Still, I never got it. Then, at 5pm, they ring me up saying they can't find parts for a Honda Passport and that the service manager was off on vacation the next day, and the tech too, so I might as well find the parts myself or come get the car. Seriously?

I couldn't track down the parts, but hey, I don't work for them, right? So I decide to go get my car.

You'd think a big company with locations everywhere could find parts for a pretty common car, but nope.

Ended up taking my car to a different shop and they tell me Firestone had put a clamp on the brake hose to the back brakes. Yep, CLAMPED THE BRAKE HOSE. They didn't even mention it and let me drive off like that. Just so you know, that's NOT SAFE!

Now, other shops don't even wanna touch it cause who knows what else Firestone messed up.

Andrew, the so-called service manager, didn't seem to care with his vacation coming up, and Cedric, the other manager, didn't have a clue. They couldn't even figure out which key was mine when I went to pick up my car.

I complained to their corporate number and they said a manager would call me within 48 hours. Well, it's been since July 28th and still no call.

If you care about your safety, I'd say don't bring your car to this place.

So I was on the road with my three little ones headin from NC to SC last Friday, and we pulled off at exit 164 off I-95N to grab a bite at Cracker Barrel. As I'm pulling in, there's this awful scraping noise from under the car. I thought it was a tire at first, but turns out it was something else entirely. I spotted this guy nearby and asked if he could give me a hand. Showed him the undercarriage of my car was practically hanging on by a thread. I needed to get it fixed and he pointed me to Firestone on Hoffmeyer, just a stone's throw from where we were. Gave the guy a huge thanks – if you're ever around there and see someone with a Steeler's face mask, that's the man!

I made it to Firestone, and let me tell you, the folks there were just the nicest. Mr. Nick was the first to greet me, found me a spot to park even though the lot was nearly full. Then Mr. Patrick comes over, super reassuring, telling me they'd have me back on the road in no time despite the place being swamped and all hands on deck with the cars. Mr. Nick got right to work, fixed up the undercarriage and even checked and filled my tires with air. Showed me how to reset the tire sensor too – and I've had my tires rotated a bunch of times before, but no one ever showed me that.

Everyone at the shop, Mr. Patrick, Mr. Rick, and Ms. Donna, they were treating folks like old friends, whether they walked in or called. They were just so welcoming to me and the kids. We got to where we needed to be and back home safe tonight. We go through that area a lot, and we're definitely gonna drop by with some treats for them next time. When people ask about our Father's Day weekend, I'm like, "Hit a little snag for 10 minutes, but the rest was fantastic!" Big shoutout to Mr. Nick, Mr. Patrick, Mr. Rick, and Ms. Donna!

So I went online this morning at 10 a.m. to set up a 2 p.m. appointment for today. The website said they'd text or email if they couldn't keep the appointment. I got there early, around 1:35, cause there's usually a line. Waited my turn, and at 1:50, I told the guy at the counter about my 2 o'clock. He's like, "There's a long wait." I'm thinking, why make an appointment if I still gotta wait? He tells me they're short on techs. I asked why no one let me know it'd be delayed. He hadn't checked the schedule since 6 a.m., which is kinda their job, right? He says it's gonna be over 2 hours. That's just nuts. I left pretty mad and wanted to complain to corporate. Called for the number, and he offers me a slot for tomorrow. No, I wanted today. Told him his customer service was terrible and I'd still report him.

Called the San Marcos, Texas location, and they were way nicer. Said I'd wait 45 minutes to an hour, which was okay. They took my car in an hour later, checked it out, and changed the oil. Everything was in good shape. But I'm done with the Kyle location. They really dropped the ball.

Its 02/12/24 and we have not had a resolution on our claim. Last person we spoke with David over a week ago said that a claim was going to be made and wait for a call, still nothing we called him back today and he hung up the phone. We need a resolution, the mental stress of this experience, I have to add the road damage having neighbors asking because it leads to our house. I will not back down! to make this even worse, that same day we had other car oil/air filter changed that also was done incorrect. The airbox was left open making a terrible noise when I drove to work and had to also waste my time and come back. Initial review: On 1.6.24 I had my oil changed at Firestone. I dropped off the car thinking it would give them the day to work on it, but they called me within one hour to say the work was complete. I drove to work on 1.9.23 and the car engine began to shake and codes on my dash were popping up that the oil pressure was low. The car shut off while I was driving, I was able to get it to a safe location. I checked the oil dip stick, and it was bone dry. I had to get a tow truck to take me to Firestone where they inspected the car and found that it was a “defective oil filter and they did a diagnosis on my car”. I missed work and the oil dripped all over my driveway, looks terrible. They rushed my car and probably destroyed it. I have 2 quotes for the pressure washing and both have told me there is no way to get the oil out, only lighten from the concrete. Waiting for a RESOLUTION

I had an appointment. Waited 1 hour and 45 min for just an oil change.

I did not request a tire rotation because the tires on my vehicle are not Firestone tires and i did not want them rotated since they were recently rotated... They were rotated when I received my car back. (Tires are marked)... Fast forward a week later. I was wiping down the engine bay and refilling the window washer fluid, noticed 3 compartments open.

The engine airfilter cover was open (no clips latched) the top engine cover was loose. It has 4 clips. Not one was clipped. Basically it was loose under the hood, and the fuse (electrical) compartment on the battery was not latched closed.

I will not return to this location.

I had Firestone replace my rear suspension airbags for my Lincoln Towncar 2007 2 weeks ago, but the car is still sagging and hitting the ground when I backup on my driveway. I have spent over 12 hours waiting for follow-up review and examination but the problem has not been resolved. I have spent over $500 on this project. I would appreciate if I could get my money back or replace the bags with coil springs or heavy duty shocks, but the problem must be solved.
Thanks,
Abdul M. Khan
5803 Pebble Springs Drive Houston, Tx 77066
Telephone [protected]
email: [protected]@aol.com