Firestone Complete Auto Care review: service to my 2009 chevrolet impala

My name is Latoya Smith and I have been a customer of Firestone since 2013/2014 timeframe. I have been a consistent customer with your company but have a huge complaint to report. On November 23, 2019, I went to get my routine tire rotation, wheel alignment and oil change. While there, it was recommended for me to get a coolant flush because my coolant appeared to look like "putty" so I told the technician please go ahead to do the coolant flush. After approximately 3-4 weeks, through climate changes my heater started to put out cool air. I then went to the Advanced Auto Parts in my neighborhood to get some Dexcool to fill the reservoir/overflow. Once I noticed that it was still full, I was wondering what was going on. Then I removed the radiator cap (when the vehicle was cool of course) and it appeared to look like mud/clay. When I saw this, I was thinking Firestone could not have done a coolant flush on my vehicle. Thereafter, I called the location where I had the work done, asked for a Manager explained the entire situation. They proceeded to do a coolant flush, then went on to work up a recommended service bill of over $1200 for a new radiator, water pump and thermostat. I personally felt that with my records on file from the Elkton, Maryland location down to Marietta, GA then over to the Catonsville, Maryland location, any suggested work needed done to my vehicle I had Firestone do the work and/or had it done elsewhere, this warrants this incident to be completely resolved, at this point Firestone has failed to provide a service to my vehicle, then wants to slap an additional bill to cover up the negligence on the Catonsville location. The noble and right thing to do would be to cover the charges to replace the water pump, thermostat and radiator.

I hope that this message/complaint email gets to the proper division to assist with the situation at hand.

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