Firestone Complete Auto Care

My husband, Nicholas Denton, dropped my 2009 Dodge Grand Caravan off at the Firestone on 2001 Huguenot Road, Richmond, VA 23235, this past Saturday, August 10, 2019, for a routine oil change. He was told at that time that it may not be ready until Sunday, August 11, 2019, we were okay with that time frame. I, Heather Denton, realized on Sunday after church that I had left some stuff in there that I needed by 1:00 that afternoon. So I drove over to the Firestone immediately after church let out at noon. When I arrived, I informed the man behind the desk that I needed to get some belongings out of my van that was parked out front and that I needed the keys to get into it. He sent the man that was there with him to retrieve the keys, and he was informed when he returned that he was unable to find them. Both men started searching for my keys and ticket within the front and back of the shop, as well as peaking in the windows of my vehicle to see if they had been left inside. In the mean time, I had been sitting here for quite a few minutes and needed to get in my vehicle and back to church prior to 1:00, so I called my husband and asked him to borrow my moms car to bring my extra key fob that controls my remote start so we could unlock the van and get my belongings out. Once he arrived, I got the belonging out and told the men at the shop to call me and let me know what they find. The man stated that they believed the keys were in one of the mechanics boxes and that particular mechanic was on lunch. A little after 5:00 that evening, I go to look up the phone number online to find out the status of the situation, and see that the shop is now closed. I never received a call or my vehicle with the oil changed.
The next morning; Monday, August 12, 2019, I called the shop again. This time I got a gentleman who had not been there over the weekend, and I told him the situation I had run into the day prior. He said he was looking himself for my ticket and keys and was unable to locate them. I was walking into a doctors appointment and asked him to please call me back as soon as he had an update. My appointment was at 10:00 that morning, by 1:30 that afternoon, I still had not received a call and called him back again. He apologized and stated that he thought someone else had called me but also informed me that no one had located my keys. He also stated that he believed that the keys were with a mechanic who was off that day and they were waiting to hear back from them but had not yet. At our first conversation he asked if I had an extra key, and I informed him that both of my keys were on my key ring. I had a spare remote start fob that would allow the vehicle to start remotely, unlock, and lock, but that you could not move the vehicle without the actual key. On the second conversation, he said again "but you said you have another key for this vehicle?" and I repeated this same thing again. During none of these conversations with any of these individuals, had they offered a solution to the problem at hand. I asked him to once again call me back with a status of it and he said he would, once again, the shop closed and I had not heard anything back from anyone in the shop.
Both the van keys we had were on the key ring my husband gave them. Along with all of my other keys; house, relatives house, other remote start key fob, mailbox, storage, very meaningful medallion that was given to me, all my key tags for various stores. This morning; Tuesday, August 13, 2019, it occurred to me that I needed my parking hang tag to go into the office. So again, I drove to Firestone, went inside, and the man behind the desk was the same man that was there on Sunday. I informed him of who I was again, and made a mental note that my van was in the same place it had been since I saw it on Sunday. He said he would go ask about this information and update. The mechanic he spoke to asked if I had an extra key (AGAIN!)... so I informed them another time, that they had both keys on this key ring and that the only thing I had was that which would remote start, unlock, or lock the vehicle. Repeating this information is not what frustrates me though. My car has now been sitting in the lot at this Firestone since Saturday morning at 9:00 AM, and it is Tuesday at 8:30 AM, my vehicle came in for a routine oil change that was supposed to be complete on Sunday at the very latest. NOT ONE single person has called to ask me if I have a spare key at home, or offered a solution to what they are going to do to remedy this issue, and I am having to repeatedly call the shop to get informed that nothing has changed. I am without my vehicle, and having to come to collect things that I should have had back with my vehicle after the routine oil change was completed and all my belongings were returned to me.
After I inform them again that there is no other key, they tell me that they will have to get a lock smith out there. I ask if this is going to be completed today, and he says that it "depends on the locksmith". I have waited more than twice as long for my vehicle, and the work that was supposed to be done on it is not even begun.
So I explain to him that not a single individual has called me back, and he responds and tells me "ya they don't like to do that"… really? I don't care if it is bad news, I would like to know what is happening to fix the situation so I can have my personal vehicle back with the oil changed and the keys to run it. If I had a spare, I would have taken my car on Sunday and gone somewhere else.
NOW, I am waiting again for a call back… nothing, no call back, no oil has been changed, and ALL of my keys are now missing. Not one resolution has been made, not one person has reached back out to me, and I have no choice but to leave in the hands of these imbeciles because I literally have no way to move my vehicle.

I had my 97 gmc suburban towed to the Firestone that I get all my vehicles serviced at. 2329 Center Point Parkway 35215. I told Jamie that the truck needs a heater hose connector and a battery. They never called me back. So when I called back they told me that they cranked my truck up without any Coolant in the truck and no heater hose connected. I was told that they saw blue smoke coming out of the exhaust pipe. So I asked the technician "Why did you crank my truck knowing that it had no coolant or heater hose?" This is when he got rude saying " I know more about this kind of [censored] than you do!" So I told them I need another number that I can call to file a complaint. Jamie put me on hold, and came back and said " I can't find the claims number to call, I will call you back when I find it." I'm still waiting. My truck was never smoking at all. This damage was done by this technician 😔 please call me back [protected]. I don't want to get my lawyers involved

I am contacting you to file a complaint. I went to the Firestone 200 Crossraods BLVD location in San Antonio, TX 78201 today 6/22/19 at 11:35 am to have the battery and the drive belt on my Lexus replaced. I specifically told Derek that when you replace the battery you have to reset the computer so that the controls for the windows work, due to this has happened before. My first complaint is that the manual reset of the computer was not done, my second complaint is that when I went to pick up my Lexus at 1:38 pm 3 clips were missing from the engine bay, my engine was now making a strange noise, and my a/c no longer works properly. I went in to let the technicians know that something was wrong that had not been before and they told me that my a/c compressor was going out and so I would need to pay over $2000 to have it fixed. My a/c had never had a problem before this day. I left thinking there was nothing else that could be done at the time. I then returned at 5 pm due to my a/c was now completely hot and my windows did not work. When I spoke to the technician he told me that you can not work on a vehicle without something else breaking. He then told me that there was nothing else they could do for me today, but I could bring it back another day even though they close at 7 pm. When inquiring about the complete auto care package that I purchased at an earlier date I was told that checking freon was a part of that package when I purchased it, but was told today that it is a separate charge and service all together. I am very displeased and dissatisfied with my car service today and being denied something after they made a mistake even though I had specified what needed to be done and was lied to about a service package that I needed and purchased in advance.

We had the brakes and rotors replaced at 7810 W 80th Ave, Arvada, CO 80005 on a GMC 4 wheel drive. On a trip to the mountains the brakes failed, overheated and began smoking. Even with a 12000 mile and 12 month warranty they refuse to replace them. Said they cannot prove anything is wrong after driving around the block but we should replace the rotors because they are blue which means heat damage.

I had my tires rotated at the tallyville Delaware store. I tried to get my wheel off to check brakes. Two of the lugs nut threads were so messed up they would only come off half way. All of the other ones came off easy. Called them about it and they said they would charge me 140.00 to fix them. I have been using firestone a few years now without any issue. This will cause me to take my business elsewhere for oil changes and tire services. They only way this happened was with the gun. You need start the lugs by hand then use the gun to tighten. Lug threads do not get messed up taking them off. Very disappointed.

I have been using the firestone location listed above since I began driving this car in 2014. I have used this location for most repairs, maintenance and tire purchased, as well (totaling 24 service visits) for the last five years.
I scheduled an appoint at the location for 8:00 am, on 6/15/19. The service requested was for an oil change, tire rotation and to check the reason why my engine light was on. When I arrived, I was told that they would be finished with my car about 10 am. I was disappointed at the timing, because I had made an appointment, but was ok with it, since it was saturday. I ran a couple of errands, and then returned at 9 am, and waited. After 11 am, I was told that in addition to the oil change, I need a new battery, new front brake pads, two new tires, and lug nut caps. I was aware of the tires and was waiting to purchase those at a later date. I had purchased tires at this firestone since I have owned the car.
The employee helping me said that his records showed that the brakes had been recently replaced and had a "lifetime warranty", and seemed surprised that they needed to be replaced so soon. Due to the timing, he would only charge me for the labor to replace them. I was confused at this point as to why they needed to be replaced, if they had a "lifetime warranty", and why he would be charging me at all for unacceptable work.
The employee's mentioned new lug nut caps that seemed to becoming "stripped". I have never owned a vehicle that needed these, and I have changed one flat tire since I have owned the vehicle. Any wear and tear on the lug nut caps must have been caused by new tire installations and rotations by firestone.
I asked the employee about the engine light, and he told me that sometimes a new battery will resolve it.
So, I replaced the battery and told the employee that I would make another appointment to repair/replace the additional items found, and left.
When I got home later that day, I discovered that the tires I had asked to be rotated, had not been. The older tires were placed back on the front, and the newer tires back on the back.
On monday, 06/17/19, my engine light came on again. Apparently, the employee's theory about the battery was wrong.
Although the employees were very friendly, I am greatly disappointed by the quality of work during my last visit to firestone. I am considering seeking out and using a different retailer to purchase tires and completed mechanical work currently needed for my car. My expectations for quality service at firestone have been decreased to the point that I will not return.

Dropped my 2015 grand cherokee off at 1891 dewey ave, rochester ny. It was to have an alignment and tire rotation done. The store called me at noon to see if I wanted them to replace a headlight, I told them to go ahead. I called the store at 13:35 and asked if my jeep was done. I was told they hadn't started on it yet. The jeep was still sitting where I parked it. He assured me it would be done in two hours. The store is located at 1891 dewey ave. Rochester ny phone number is 666-7827.

Good Afternoon,

This letter is out of concern for my grandchild Mia Jackson who has been unable to get a resolution to the problem one of your stores as created - located at:

608 Valley Hill Road SW
Riverdale, GA
30274
Ph# [protected]
[protected]

My name is Ms. Butler an I have been given Mia Jackson's permission to assist in the handling of this situation. The matter started back on March 25, 2019 when Mia took her 2015 Chrysler 200 which had about 62, 000 miles on it into the above mentioned Firestore Care Center in for a simple oil change. She left the shop the same evening to get about a few blocks down the road before her vehicle started knocking an smoking. It was to late to take the car right back, therefore; the next morning on March 26, 2019 Mia began attempting to reach Firestone, but; was now given the run around. Mia than took the vehicle back to the location an was eventually told by the store manager name Emanuel that there was no oil in her tank when her vehicle was returned to her an that they would need to hold the vehicle to correct the problem. It was stated that in error "a new gasket was put over an old gasket"!

The vehicle was left as requested, after a few days went by with no correspondence made Mia tired calling a few times an a woman each time would advise her to hold "only to hang up on her, this happened about 4 different times". Please also be aware that my granddaughter was also given a rental from Enterprise Rent A Car which Emanuel set up "on March 26th located on Highway 85 at Firestone's expense. Mia also gave your corporate office "reach# 675-937-7021" an was given case# 2356196-C by a representative name Cassandra who after making a call to Firestone, she stated that someone would be in touch with Mia within 72 hrs "this to date has never happened".

On April 2, 2019 Mia finally reached the store manager who than stated that their Adjuster/Inspector would be coming out "to date this also has never happened". Mia was able to reach the store manager "Emanuel" again on April 9th in concern as to what is going on with her vehicle? Still no real answer other than being told that someone would be getting back in touch with her within 48hrs! Please be advised that Again this Never Happened. Mia at this point decided she needed to advise her insurance company:

Nationwide Insurance
reach# [protected]

about the situation an status up to this point with her vehicle. She spoke with Tiffany Durham with Nationwide "an insurance adjuster" an was given claim# 782468-GI To my understanding, Miss Durham did go out to Firestone an saw the vehicle yet was only able right now to advise my granddaughter of the same information she had already been given. It was stated that still nothing has been done to correct Firestone's mistake an that she was given No additional information at this point, please note that Mia also spoke with Miss Durham again on April 11, 2019 who still had not been able to get any true update on Mia's vehicle.

Next on Thursday April 11, 2019 my granddaughter received a call from one of the representatives with Enterprise Rent A Car who now stated that Mia now owes them $482.09 for the rental due to the fact that Firestone only paid them for 1 day! When my granddaughter got back in touch with Emanuel, he stated the rental will be taken care of? This is when the situation was brought to my attention due to I have an attorney who can step in. In all fairness, we felt it would be best to first see if this situation can be corrected before pursuing any further if possible.

Another call was made to Emanuel on April 13, 2019 with myself on a conference line with my grandchildren. It was at that point explained to the store manager "Emanuel" who I was an that I was given my granddaughter's permission to become involved with this situation. Emanuel an I spoke an I was informed that there was in fact a mistake made an that they were trying to fix Mia's vehicle. Emanuel was very kind an honest while talking with me until I advised that I was taping our conversation, at that point he immediately stopped talking an gave the phone to my grandson who I than advised to put me on speaker to Emanuel to hear out what I was attempting to say,

I went on to explain that the recording was only for myself due to a lot of people are not honest at all. I stated my only concern is that my granddaughter receive her vehicle back in the good condition which it was when she came in for a simple oil change. I also went on to explain that quite along amount of time has gone by with no results "this is not acceptable". I went on to state that no one what's this to result into a legal matter nor does anyone have time for so much unnecessary nonsense. It was than explained by me that I was sending this letter in hopes that we can go ahead an get this situation resolved "this should have never happened an is truly taking to long to correct". Emanuel stated that Mia would hear from him by noon on Monday the 15th however it is now 6:15pm on the 15th an I have heard no update. I am hoping to hear from someone shortly. Your assistance would be greatly appreciated, all we need is to get this whole situation resolved an made assured that Mia owes nothing, please respond to myself or either of my grandchildren at the following.

Mia Jackson: [protected]@yahoo.com
or Taytvforeveraicloud.com
Ms. Butler: [protected]@aol.com

Thank you in advance,
Ms. Butler. - grandmother

Note: I look forward to hearing back please

I brought my car in Saturday April 13...i told the mechanic "Dell" of the grinding sound...he said you need two new cotrol arms...they put them in...i paid $1275
I drove out...the sound is still there..."Dell" told me "the sound is gone"...it isn't...tonight Monday April 15 i drive in...i see Dell...and tell him the sound is the same...now he says. ..."im not a mechanic " and i would have to come back tomorrow Tuesday April 16th 2019
I am totally disgusted
How can Dell tell me its the control arm. When now he says hes not a mechanic?
Totally disgusted and completely rippef off
Probably never needed control arms
David Smith
Phone number [protected]
3001 SW 18th Terrace
Ft Lauderdale Florida

I have visited your service center on Oct 7th and found that my car's engine was damaged and got it replaced with you. During the same visit I was informed about the damage in transmission system. So got both my engine and transmission system was replaced with a warranty of 1 year from Firestone.
again on Apr 7th I came for a general oil check and had my car's wheel alignment done from you. On Apr 8th I traveled from Richmond to Washington D.C. On reaching, I just found the transmission fluid pouring out of my car and got drained off. I had to tow it all the way from Washington back to Richmond. After spending so much, I m not even able to travel a 100 miles distance peacefully. I was so frustrated that day and was not able to cover the actual reason for my travel. I m totally disappointed with the work you've done!
What compensation is firestone is going to give us for the stress that we have undergone ?

Refer the invoice number : 258536 and 251302 for more details of the work done and price.

Bought a new set of Firestone tires for my 06 Toyota Sienna last April. They are 65000 mile tires. It has been a year now and only 24000 miles and the tires are shot. They refused to plug one due to not enough thread and tried to sell me another set. Why would I buy another set of junk tires? If I wanted to replace tires every year I would have bought the cheapest tire available. When we bought the tires we also purchased the road Hazzard, lifetime alignment, and oil change. The oil has been changed every 5000 miles along with supposedly a rotation and alignment check. Either someone is not doing what's on the ticket or there is a problem with the tire compound or a manufacturer defect. I should not have to pay for anything to do with tires in only a year. If I have to buy more tires it WILL NOT BE FROM FIRESTONE! This problem needs to be addressed NOW I have a 2 year old granddaughter riding in this van along with my daughter. If I have to buy more tires it will be from somewhere else.

I scheduled an appointment for 3/13/19 and I asked for my brakes to be checked, an alignment, a full vehicle inspection, oil change, etc. I was told my brakes just needed to be cleaned, I didn't need an alignment and that I needed a new rim. $1200 and my vehicle would be fixed. A week later the squeaking of my brakes continued so I scheduled another appointment and brought my vehicle back in. First of all, appointments don't mean anything to them, they get to you when they feel like it. Once they got to my vehicle, they came back and told me that now my brakes needed to be replaced, I need an alignment suddenly my ball joints replaced. Another $1700 to fix my vehicle. When asked why this wasn't found last week when I first brought it in they danced around the question. My car isn't even worth $3k but apparently that's what I'm in for now!

3/6/19 ball joint replacement 2003 chevy silverado, was charged $1, 400.00. $985.00 for three hours labor? Really? This invoice was financed with firestone, I knew they were ripping me off, from out of town here on business. Called two different mechanics from back home and they both told me the job should cost about $550.00. They are going to have a hard time getting paid.