Firestone Complete Auto Care review: Car was damaged during an oil change and oil leaked damaging my garage and driveway, and I was treated disrespectfully when I reported it.

During a routine oil change on November 17th, a service technician caused damage to my BMW 325CI. After holding the car for almost 3 hours, the store manager lied about the extent of the damage to the oil pan. When I arrived at home, the damaged part also caused several quarts of oil to leak into my residential driveway and garage, causing property damage. After multiple conversations with the store manager, the store agreed to provide labor at no charge if I supplied the necessary part to resolve the issue. I upheld my end of the agreement and returned to the store on December 2nd with the part, expecting the issue to be resolved as discussed.
However, when I arrived to pick up my car on December 13th, I was presented with a bill that included $1200 in labor charges. When I reminded the staff of our agreement, the store manager refused to honor it. I asked the manager to provide me with his supervisor's contact information because I wanted to escalate the issue. I was not going to continue to debate with him. He declined my repeated request for his supervisor's information. While at the store to pick up my car, In front of my son and other customers, the manager, Sydney, loudly told me I could take my car but would be “blacklisted” from all Firestone locations.
As a Black man who lives in a community that is heavily Islamic, Indian, and Muslim, I found this language deeply troubling. The term “blacklisted,” used in this context and tone, felt racially charged and humiliating. I left the store feeling disrespected, devalued, and publicly shamed — a stark contrast to the respectful service I received under previous management.

View 0 more photos