Firestone Complete Auto Care
reviews and complaints

On 5/13/23 I dropped my car off to Firestone in Brookline mass. 972 commonwealth ave. I told them I needed the brakes fixed in front, a/c and tune up. I watched them for several hrs and all I saw them do were the brakes. They added Freon but the a/c still has the bad noise I complained about. The total was 1687.32. / 896.83 for parts and 734.44 for labor. All the things they mentioned they did on the invoice was falsified.

Good Morning,

I had an appointment Sat 4/28 at 12pm for a diagnostic test and than spark plugs change and timing belt check. The man told me he would give me a call shortly with recommendations. They did not call All day. I called at 5:50 and there was no answer. I called again and the women told me they did not get to my car even though at time of drop off I was told it would be done by 6pm. She promised they would start on it first thing in the morning. I called at 9:12 am 12 minutes after they opened and asked if I could pick up my vehicle because as she stated they had not run any diagnostics yet. She said no because they had already started. I said ok great. I began to worry as I still had not heard from after another full day. When I called again no answer. When I finally did get someone they stated they would need to keep it another additional day. This should have been a simple check and I feel the employees were dishonest about the work they did. I was charged 113 dollars but my paperwork has barely any information or inspection checks after two full days.

I was able to get service for a 2010 Nissan Sentra right rear drum brake wheel cylinder and possibly replace the left rear drum brake adjustor because the drum was not easily removable on a Sunday, 04/23/2023 at 29 Wyoming Valley Mall, #415, Wilkes Barre, PA. I was told that the adjustor did not need replacement, the spring over the adjustor wheel was installed in the reverse direction, so the adjustor could not be turned to contract the drum brake shoes. I was heard something like "They're Russian". When I inspected the repair at home, both drums could not be removed and the hole to adjust the tension of the brake shoes was not over the adjustor wheel. Now I'm possibly rubbing my new brake shoes against the drum, making acceleration more of a strain, and possibly lowering my gas mileage at the same time. My car is old, (110,455 miles) but I feel it still has life in it.

They charged me over $1300 to replace the radiator hoses and water pump on my Kia. Yet there is still a leak coming from my car. Took it in a 2nd time for them to tell me they don't know where the leak is coming from, and that I need to get my engine steam cleaned. So much for "complete" auto care. Never dealing with Firestone and their careless workers again. Scammers.

After they said the work on my car was completed there was a loud noise when I applied the brakes. Before I even left the lot I let them know. They said it was normal. I am not satisfied with work and need a refund.

I have talked to other mechanics who said the machine they used to resurface the rotors either used the wrong grain brush or was not lubricated and said rotors should not be making that noise.

The store has never called me back. I got one voice from the Area Manager Nick. I responded same days, but now nothing. I should not have to pay for something that was ruined by your techs

As I was traveling thru Houston my battery light came on so I went to the nearest Firestone store #353236, They check the car they told me it was ok to continue on that I will make it to San Antonio and have car checked there.

Then after 20 minutes or so my car went dead on Katy hwy. so I got a jump start and made it to the nearest Firestone store # 749144 t they replaced my alternator after 2 hours wait I got my car back and headed to San Antonio but after 15 minutes of driving I pulled into buc ee's gas station on Katy hwy, when I started the car again the battery light came back on and all instruments started flickering, this was around 5:30 PM, when I made it back to Store# 749144 at 25120 Market Place Drive, Katy TX 77494 I found the shop close with a sign that they were having a safety meeting but the shop was empty so I had to stay at the hotel across the street Country Inn Suites B and returned in the morning at 7 AM 3/16/2023 I returned to the shop and they found the first alternator was bad so they replaced it and gave me a two year warranty, I made it to San Antonio and on 3/1/2023 when I got in cat and same problem again, I had to buy a $200 battery to make back home alternating changing batteries until I got back to Lafayette Acadiana dealership to get my car repaired. After $2400 dollars my car is running fine again. I went to my Lafyette store to return the bad alternator but they couldn't help me because it was done in another shop so Mr. Tim, the manager called Jeremy New from the Firestone store to get a refund and he told me I had to follow a complaint protocol to try to help me and give me a refund.

On 3/23 I took my 2010 Lexus RX350 to Firestone because it had issues with starting. I left the vehicle and they tested it and called me to say not needed a new starter and that I should also replace the battery. They called me at 2:39 pm and told me it would take 3hrs labor to replace the starter and battery and quoted me a price that reflected that. At 3:26, they called me back to inform me that the vehicle was finished.( See attached call log from my cell phone) That was only 47 minutes later and the job was complete. When I went to pick up the vehicle, I questioned the charge of $361.49 for labor. He said that the technician was fast and sometimes he does it quickly. I questioned whether they even replaced the starter. I even asked for the old one. He said that would not be something he could give me. Something about having to turn it in? I basically feel I was ripped off. I should have been charge 1 hr labor only.

I scheduled an appointment March 22nd for my vehicle breaks to be replaced for March 26th at 10:00 am via online. I was contacted by a local employee wanting to get more information about the repair that day and they stated that they would also do a diagnostic check to see if there are any other necessary repairs that may be needed based on the mileage of the vehicle as well. I was contacted and asked that I possibly bring my vehicle in or drop off as they were down to only 1 mechanic working that day. I arrived to drop my vehicle off at 9:00 am on March 26th. I was advised that would get to my vehicle as soon as possible. I received a call later that day that they were unable to complete the review of the vehicle but would make sure to make it a priority the next day, Monday, March 27th. Monday comes and I receive a call late morning telling me of the repairs that would need to be made a suggestions of additional services. Agreed was to replace both front breaks, front left caliper repair and the rear differential was leaking and needed repair. The employee offered a discount if I was to use the Firestone CC, which I did not have but agreed to apply for. Everything done over the phone and was told they would have the chargeable amount once I came in to pick up my vehicle. Once off work I was able to get a ride to go and pick up my vehicle. Arrived, signed paperwork and paid for the repairs (over $1000). The employee returned advising that my vehicle had not been worked on that day, and was not completed. Nothing had been done except the review of what work would need to be done. Even though I had already agreed to the repairs and paid for the services over the phone. I was advised that someone had tried to contact me 50 minutes to close to advise me, which I did not see until I had already arrive at the location. I asked if there was anything that could be done since the vehicle was not completed, and I had not been contacted earlier, and was told there was no discounts that could be applied, as I was given discounts with applying for the Firestone CC. I left without the vehicle and had to attempt to make arrangements again for transportation the following day to pick up my vehicle. I was told again that my vehicle would be made a priority the next day, March 28th. I asked what time the vehicle would be done and advised could be done by 12:00pm. March 28th I receive a call that the vehicle was being worked on and it would be closer to 1:00 pm before it would be done. I made arrangements to leave work early and get a ride to pick the vehicle up. As I arrived at the location I noticed the vehicle was not outside, but inside still on the lift with all the tires still removed. I had not received any phone calls from this location since the call that morning that the vehicle would be ready closer to 1:00pm. I walked in and was told to wait for someone. I was walked out into the garage to my vehicle to be advise that the main break line had broken and they had to replace it. They wanted to assure me that the vehicle had been worked on, and that everything had been completed except this new repair that needed to be made. They advised it would take 20 min to 1 hour, and that I would not be billed for this repair. I advised that I could not wait as I have to pickup my child and other commitments that evening so we left again. I received a call later that same evening on March 21st, advising that the line that they had was the wrong size, and after they checked with a dealership they were told those lines were on back order and would need to try and obtain a universal one to use. I was told again I was a priority as now they would need to involve others since they (Firestone) were now paying for the mechanic. I asked what time I should call the next day to verify the status of the vehicle and was told around 9:30. I called March 28th to verify that the vehicle would be completed. I was advised that a manger was somewhere at that time picking up the parts needed to do the repair. I received a voicemail at 1:36 advising the vehicle was done. I arrived approx 3:15 to pick the vehicle up. I got a description of what happened again, but nothing else was offered for the poor communication and all the time that I had put into coming and going basically each day to their office. On my drive home I had my parent follow me because knowing what had happened with the break line as a precaution, and my car was only “test driven” less than 4 miles after all the work was done. She advised me that the bottom underside of my vehicle looked red. When I arrived home I looked at underneath the bottom of my vehicle and there was an orange substance wiped all over the rear differential cover and on the other bars of the vehicle. After climbing underneath to see what it was, it was the silicone the mechanic had used to seal after they repaired the rear differential they stated was leaking in my original quote. To say I was less than angry would be an understatement. I contacted their office March 30th and spoke to Kat and she again apologized and mentioned being surprised they didn’t use black coloring to seal it. Also, after getting my vehicle back it showed the vehicle was driving only 4 miles to “test” drive it and make sure everything is driving correctly. Now, after over 100 miles of highway and city driving in the rain and shine my breaks are now squeaking while breaking.

After all the poor communication and handling of the repair I would have been under the impression of whoever was in charge would have inspected the vehicle better and had the mechanic clean up the mess that was created. This was my first experience with Firestone and I even got a credit card to pay for the services provided, which overall I consider extremely disappointing. I will not return, nor will I recommend family or friends to have their vehicle services there.

I took my car for oil and filter change on March 24, 2023. After I picked up my SUV . I noticed that they had cut without notifying me or getting an approval the plastic that protects my tires. i took my car back i had one of the representatives in front desk named “Dean”signed a paper where he said that they were ordering what they had cut off and they were going to replace it. After around 2 days I go back to follow up , the same representative who has signed me my receipt stating that they were going to order and fixed it told me that the store manager denied to order the pieces and refused to fixed it. That’s really unprofessional because if they agreed in the first place is because they know they did it wrong. Second they cut of plastic that they should of not been cut off and specially without noticed or approval from me. If this doesn’t get fixed and resolved i will reach out to my lawyer I should not pay for this mistake they made and specially if they signed my receipt and wrote they were going to order and fixed what they did. This manager and this store is not taking responsibility of their mechanics actions and it’s inappropriate.

First if all, I went to make an appointment and they told me they were completely booked for Saturday. When I went to make an online appointment for Saturday, I realized they DID have openings and my car could be worked on. They are supposed to close at seven and i call at six to see if my car is done. No one called. They lie again and say they did call, THEY DID NOT. And i say give me fifteen minutes to get there and they tell me they're not going to wait for me because they're walking out the door. And they're supposed to be open till 7:00 and they would not wait for me knowing I need my car and they just hung up on me. Very rude, selfish, lying, not compassionate, not patient, not serving the clients. I want snd deserve an apology and some type of recompensation because he hung on me and left me without a car on a Saturday night.