Firestone Complete Auto Care review: Damage to vehicle and poor customer service

Hello, I'm writing to express my concerns with your store in Goodyear AZ and hopefully find some resolution. I needed new tires put on my 2017 XT5 Cadillac. We have been firestone customers for over 10 years so called in the morning of Saturday August 22nd for an appointment. We were told they were busy but if we dropped the car off in the morning they would get to it. My husband and I dropped the car off at 9am. We waited to hear from firestone all day and knowing they closed at 6:00pm I called to check on the status at 5:30. I was told that it was in the works and be there at 6:00pm, the car would be ready. We got there at 5:50 to pick up the car. It was not ready, they hadnt even started. My husband noticed that the manager had asked anther employee to go out and help. You could tell all the employees were in a hurry as this was past their closing time. My husband watched as this employee went out to help. He was visibility agitated. When he took of the hubcaps Off he threw one of them. We waited until 6:40 for my car to be finished (40 minutes after we were told it would be done). We really didnt mind and was grateful they were able to get us in. However, As an employee drove my car out to us we noticed one hubcap was missing. My husband mentioned this to the employee and he said, "Yea I noticed that, the other employee told me that there wasn't one". We corrected him and said, Yes we had all four hubcaps on the car. At that time the manager came out to see what the problem was. He then went back in and found the "missing" hubcap. By this time it was close to 7:00pm, an hour after the shop closed. I usually always check my car for dings but because of the situation and all the employees leaving I just got in my car and drove away. I got home a few minutes later and looked my car over. I surprisingly noticed my passenger side had three large scratches and a dent. This is more then just a door ding. I was instantly upset. My car is a 2017 but Its new to me. I just bought it in September 2019, less then a year ago . I have never owned a luxury car before so I have done everything possible to take extra care of my vehicle and I always avoid parking by other vehicles in effort to avoid door dings. The next morning my husband drove the car down to the shop to show the manager. The first thing he said was "yea my guy said there were some scratches". Thats what they tried to say about the "missing" hubcap. Knowing he was not being truthful, My husband asked if he took note of that somewhere, he said no. He then asked if they had cameras, no again. He said all he could do was file a claim and see if Firestone would process it. Today, 8/26/20, we received a call. We were told that since we didn't address this incident at the time it happened there was nothing they could do for us. He didnt care about our explanations as to why. We had already been there for over 45 minutes, all the employees had either left or were locked inside the store, there was no one to talk to. Additionally, we had just had a monsoon storm the night before and my car was dirty so the scratches were not easy to spot. I'm so disappointing in Firestone. I am hoping for some resolution.

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