Firestone Complete Auto Care
reviews and complaints

I arrived 1 hour prior to store closing with a nail in my tire that needed a plug. I was told byJim at store #027103 that they couldn't get to me but there was another store close by. I asked if he could call them to see they could get to me before they closed to which he replied "we don't call other stores." After being a bit persistent he did call but I thought that was the worst customer service! It took every bit of 30 seconds.

I moved from Massachusetts to Mesa, AZ. Prior to my move and living in MA for only 8 months I had my oil changed and tire rotation requested, thought they did it for me. I moved to Mesa, AZ March 4th, still had time before my next oil change. I made an appointment at firestone in Mesa, still just under 1, 000 miles left before I am due. As a result of the service NOT provided to me In MA, my oil filter was on my car so tight it broke one of their tools and also broke the oil filter housing on my car which had to be replaced and repaired which resulted in longer time in the garage! I also am in need of tires which I would not be if they rotated my tires as requested in MA. MY tires were not old on the car and I had the car less than a year when this service was supposed be provided.
I am not one to complain but when I spend money to have a service done I expect to have it done. I would like to be compensated with assistance in buying new tires please. A discount, gift card toward new tires, something since I am very diligent on keeping up with my vehicle maintenance!
Please assist me in this matter.
thank you,
Lisa LaPointe

I had a 3 pm appointment for a standard oil change on my 2015 Ford Edge
It's now 4:30. No car on site
No idea when I'll have it
This is ridiculous
I am long time member of firestone family
Never had such poor service
I'm in the Vero Beach facility
How do you justify such bad service

I am a retired senior.. I had called firestone in rogers, ar.. I asked them how long it would take to balance and rotate my tires.. Was told and hour.. They are located in an area where I could walk to shopping.. So told them an hour was not a problem.. Two and a half hours later.. I finally got my vehicle..
I am disgusted.. And I will never go there again

Firestone's motto:
Our purpose: To be the most trusted provider of automotive care in every neighborhood we serve

(REALLY?)

COMPLAINT's Board:

As you can see in the attached photos, the Claim copied below is in reference to what can only be described as an immaculately maintained 1995 GMC K300 Dually Truck, with nearly $60, 000 invested in its maintenance, restoration and upkeep. The engine in question was a professionally machine shop built 506 Big Block gasoline engine that was practically new, with less than 4500 miles on it. It had had no oil leaks, had not been worked excessively hard, or abused in any fashion. I am a 60 yr old man, and drive it with care and concern its condition reflects.

I took this truck to the Civic Mills West Des Moines Firestone to have the upper control arms replaced and to get a routine oil change. After several delays and staff/Tech mistakes made, Firestone employees mixed oil weights AND type, after putting an incompatible weight of oil in the engine. The Tech stripped the Oil Drain Plug while attempting drain the 05W30 engine oil. Apparently not knowing what to do, he improperly drained this oil; leaving at least several quarts in the engine. He then added 6 quarts of 10W30 Full Synthetic to the engine. I did not know the severity of this until I experienced Oil Pressure fluctuations the next day on the drive from Des Moines to Altus, Oklahoma... over 650 miles later. As detailed below, I could not remedy this until nearly two weeks later, after having arrived in Oklahoma.

By their Tech having added 6 quarts of 10W30 Full Synthetic on top of the 05W30 they had mistakenly left in the truck, Firestone's employee's caused an over full condition that, when the engine was running, brought the Crankshaft into direct contact with the engine oil in the crankcase. Subsequent to this direct contact, rapid foaming of the engine oil occurred. This foaming of the engine oil greatly reduced its own ability to properly cool and lubricate the lower engine assembly. Consequently, this lack of lubrication caused both the failure of at least one Hydraulic Lifter, and the oil starvation which induced failure of the Rod Bearing as seen in the attached photos.

I assure you that I have made every effort to present this truthful, accurate claim; (along with Firestone's insincere/dismissive, erroneous response to it) to Firestone/Bridgestone Corporate. No response has been received.

It took nearly 3 months to get the FIRESTONE Claims Rep, Jared Jones, to actively review the claim, but less than one day for him to dismiss it.

Firestone's near immediate email reply, notifying me of their determination, was was loaded with inaccurate descriptions and incorrect assumptions as to the condition of engine, the engine oil present in the oil filter, as well as the presence of small pieces of silicone on the Oil Pump Pick Up Screen, resultant to the removal of the Oil Pan gasket with the engine at a 45 degree slope on the Engine Stand, as shown in the attached photos of same.

Having received the below copied explanation from the 'adjuster' in less than 12 hours following the Arbiters Report being submitted left me feeling this was an intentional effort to deny my request without accurately and completely reviewing all the true facts as presented.

In all honesty, it felt like this was incorrectly diagnosed by Firestone's 'management' in order to simply avoid any financial culpability or responsibility for their employees' multiple egregious mechanical and Customer Service errors, each of which was clearly and honestly articulated in my Claim Request.

I feel that this behavior speaks poorly to the company's Customer Service image, their self proclaimed efforts at Honesty, and any belief in Firestone's Moral Integrity.

Frankly, I am a deeply disappointed long term customer, and will never willingly choose to do business with Firestone again.

As shown by receipts already submitted to Firestone/Jared Jones I have already paid $1, 770.93 for the lifter replacement/repair, to fix what was the fault of Firestone's mishandled Oil Change debacle as described clearly below.

First, I paid $221.43 to correct the over filled engine oil, and the damaged Oil Pan Drain Plug; which required an oil change.

Second, I had to pay $1, 770.93 to repair/replace the failed Hydraulic Lifter(s) damaged by the lack of lubricant second to the above described over full engine oil condition.

Third, less than a week after this repair was completed, a Rod bearing spun, requiring a complete engine overhaul. That repair is not yet complete, and I have no real idea as to the cost I will be subjected to because of Firestone's failures. In all likelihood, because of the type of engine, this will be in excess of $7000.

I ask that you help me to bring this report to the attention of Bridgestone Corporate, as well as the Better Business Bureau of America.

(Please review the pictures attached to this message. I have several Receipts as well, although they could not be uploaded as they are Adobe PDF's)

ORIGINAL CLAIM REQUEST: (Originally filed in a shorter form. This was a resubmittal once the engine had spun a Rod Bearing, in addition to the previously claimed expenses detailed below.) — Forwarded message — From: Troy Allison
Date Original Claim Sent: Sun, Sep 27, 2020 at 9:53 PM
Subject: Claim 2477002
To: Jared Jones

Jared Jones, sir:

Please note that due to additional damages to the engine having been revealed this claim is an updated claim letter, and has additional information, and additional claim items than the original claim letter sent 27-sep-2020.

REF: Claim 2477002
(FIRESTONE's Form Letter Claim Request to whit I replied...)

1. What services and/or problems did you bring the vehicle in for initially?

A. Monday (31-AUG-2020) Replace the upper Control Arms on my 1995 GMC K3500 4X4 Dually, and change the oil. Dropped it off as scheduled for an appointment at 10:00hrs. Told them the truck engine required 7qts of oil, and that I wanted 10W40 Synthetic. The salesman said it was available. I reiterated that it needed to be done by COB, as I had to drive some 650 miles to Altus, OK the following day. I asked them to call me ASAP if there was any unexpected delay. They assured me the parts had already been ordered and all was in good order.

2. What happened after we serviced the vehicle?

A. 31-AUG-2020. I called the Mills/Des Moines store at approx. 1700hrs, because they had NOT called me and I knew it was approaching Closing time; at which time they tried to delay delivery until the following day. I reiterated that I had to be in Oklahoma the following day. Leaving Osceola, I arrived at the store at 1800hrs. When I asked to verify the weight of oil they put in the engine, they told me it was 05-30 weight engine oil. I showed them on the paperwork that I had specifically requested 10W40 or 10W30 full synthetic as this was an older style Big Block Engine, and although it was a new engine, it was not designed to run on 05-weight oils. They sent a mechanic to Wal Mart, where he procured (at my request) CASTROL10W30 Full Synthetic Oil. (as CASTROL 10W40 Full Synthetic was not available at that store on that date) While the oil was being procured, the guy in the front office went out to drain the oil. He came in several times, very frustrated, saying he didn't "have the right tool to pull the Drain Plug". He eventually said it was "siphoned out..." I finally got my truck from them at nearly 2030hrs in the evening. Assuming it was done correctly, I returned to Osceola, IA, and made the trip to Altus, Oklahoma the following morning. The entire trip down to OK the truck pulled hard to the right. About 300 miles into the trip it started developing intermittent Lifter noises and unusual fluctuations in oil pressure readings. These Lifter noises later became constant.

01-SEP-2020. Having discovered en-route that the motor had a much higher than usual crankcase oil volume, I took it a local Service shop to see if they could pull some of the oil out of it. This shop declined to try to change the oil, stating the Oil Pan Drain Plug had been stripped and would need replaced, which they were not equipped to do.
Seeking to remedy the overfilled engine oil problem as soon as I arrived at my work location in Altus, OK, I called FIRESTONE stores in both Altus and Lawton, Ok. Neither could schedule to bring in the truck to change the oil and investigate the noisy lifters for more than 2 weeks out.

02-SEP-2020. I contacted the GOODYEAR Tire Store in Lawton, OK requesting their first available appointment to get the truck in get it checked out.

04-SEP-2020. I drove the Truck from Altus to Lawton, OK to have it inspected/checked-out. GOODYEAR described the engine oil being overfull by more than "several Quarts", Their service department changed the oil and repaired/replaced the stripped Oil Drain Plug. They noted on the Receipt that the lifter noise was not abated by changing the oil; explaining to me that the 'extremely overfull oil' condition could very well have caused the Hydraulic Lifter failure. As for when they put the truck up on their Alignment Rack, I was told that it was so far out of alignment that more then 3/4 of the Diagnostic Sheet was ‘In the Red'. Consequently, it took them nearly 3 hours to get it back into alignment. Since the majority of the Front-end Components had been replaced very recently, this was an unusually long adjustment time. No new parts were required, it was just badly misaligned.
When asked about working on the Hydraulic Lifters, neither the FIRESTONE location in Altus OK, nor the FIRESTONE, or the GOODYEAR Store in Lawton, OK were able to do the required diagnostic/repair, choosing to defer me to Full Automotive Repair type shops.

11-SEP-2020. Being cautioned by the Tech at a local Chevrolet Dealership not to continue driving the truck for risk of "Dropping a Valve", I rented a vehicle to drive back to my home in Osceola, IA to bring down another personal vehicle to use in Oklahoma while my Truck was being worked on. (This would be the cheaper alternative to my leasing a vehicle for an unknown period of time while the Truck was being repaired.) *SEE ENTERPRISE RECEIPT

23-SEP-2020. I visited Calvin's Auto & Transmission in Blair, OK, where I managed to have the hydraulic lifter noises checked out, and set up arrangements to get it repaired. He advised me he would need to replace the entire set of lifters, as others would likely be damaged as well. He also cautioned that as yet unforeseen damages to the motor could exist from the crankcase having been so overfilled. *SEE CALVIN'S AUTOMOTIVE RECEIPT

16-OCT-2020. Less than one week after replacing the Hydraulic Lifters at Calvin's Automotive, and with fewer than 150 miles on the engine since completion of the same, the engine spun a lower-end Main or Rod Bearing. This happened while starting it up around noontime to drive it out to the local airport. * RECEIPT FROM CALVIN'S AUTOMOTIVE PENDING COMPLETION OF REBUILD/REPAIRS WILL BE FORWARDED IMMEDIATELY UPON COMPLETION

B. ENGINE: Actual miles on the Engine are less than 45K since a complete new engine ‘drop-in' overhaul/build. According to the GOODYEAR Technician, "due to nearly 10 quarts of oil being present in the engine, at least one, but possibly several Hydraulic Roller-cam Lifters had likely failed".
A short time (LESS THAN 170 MILES) after replacing the Hydraulic Lifters, as I have stated above, the engine ‘spun' either a Rod or Main Bearing as well. This will likely require the lower end (short Block) to be rebuilt. As the motor has not yet been pulled and/or disassembled, an estimate for repairs is as yet incomplete. This work is expected to begin on or around 17-NOV-2020.

C. FRONT END: Truck was released from the Des Moines FIRESTONE by its staff so far out of Alignment that it had to be realigned as soon as I could get it in to the Goodyear at Lawton OK. The Front end required a lengthy complete Re-alignment. That GOODYEAR Tech explained that the alignment was the red in over 3/4 of the fields when analyzed; indicating it was sent out of the Des Moines FIRESTONE Store "extremely out of Alignment". The Lawton Goodyear Tire Store corrected the Alignment per a 3-year Alignment Plan I have with them.

3. When was the issue reported and who was it reported to?

A. 02-SEP-2020. Joe, the Manager was OFF for the day, I was told to call back the next day. I called JOE on WED, 03-SEP-2020 detailing the initial issues I was having with the truck. He told me to get it to a Firestone locally if possible..., If not, be sure to let him know, as he would begin the Claims Process on my behalf the following day. Subsequently, I have called him several times each week since in reference to this issue, keeping him updated as to the status of the truck.

B. 15-OCT-2020 I spoke to the engine builder, (Brett Meier of Meier's Motorsports, Bondurant, IA), about what had happened to the engine, he told me that the crankcase oil requirement for this custom built 506 ci Big Block engine was in fact only 6 quarts. However, he clarified that while 7 quarts was more than required, it would not be anywhere near enough to detrimentally affect the engine in the way that it had apparently been damaged. He went on to explain that he believed additional damages to the engine likely existed; and that while failed lifters aren't the usual result, the interruption of crankshaft lubrication caused by being overfilled by more than two or three quarts very often causes either a Main Bearing or Rod Bearing to fail, resulting in catastrophic engine failure.

C. 01-NOV-2020. Got the truck back from Calvin's Automotive following complete hydraulic lifter and rocker arm replacement that was required due to the above described over full engine oil. Was advised by the mechanic that this Lifter failure, albeit uncommon, was consistent with the expected damage that could be done to the engine by my driving from Des Moines, IA to Altus, OK with the engine oil several quarts over full. He commented as well that I'd been lucky that the engine didn't seem to be damaged worse, as this situation often led to bottom-end engine bearing failures.

D. 16-OCT-2020. With less than 150 additional miles put on the engine since replacing the hydraulic Lifters, at a cost of more than $1700.00. (again, please see the attached Calvin's Automotive receipt), the motor has apparently spun either a Rod or Main bearing while starting it in my driveway.

E. 19-OCT-2020. I had the truck towed back to Calvin's Automotive, 120 East Main Street, Blair, OK where it remains; awaiting him finding the time to break it down and inspect the additional damages done by the Bearing failure(s).

F. 12-NOV-2020. After numerous attempts over the last 60+ days to get a response from the Des Moines, IA Firestone Claim Representatives, I finally contacted both Bridgestone Americas Corporate and Firestone Consumer Affairs in an effort to get some assistance with this Claim.

4. Main problems going on with the vehicle currently?

A. ENGINE: It was explained to me by the Technician performing the engine repairs that the loud knocking noise coming out of my engine is likely a ‘spun' bearing. This happened because (possibly mixed 05-30/10W30) engine oil was overfilled beyond the required capacity to the point where the lower portion of the engine's crankshaft was submerged in the engines oil reservoir/oil-pan. This being submerged results in agitation and foaming of the engine oil, which causes a sever lubrication failure to both the Rod and Main engine bearings, as well as other engine components.
1. Hydraulic Roller Lifter(s) Failure
2. Spun Rod and/or Main Bearing(s). (i.e., Catastrophic Engine Failure)
3. Oil Pan Drain Plug stripped.
B. FRONT END:
1. Complete Front-end Alignment had to be re-done.

5. Where is the vehicle currently located?

A. As stated above, since first submitting this Claim, my truck was again towed back to the same shop a 2nd time:

Calvin's Automotive
120 East Main Street
Blair, OK 73526
PH: [protected]

6. What would you like us to do in order to resolve the claim to your satisfaction?

1.) Cover the expenses of repairing/rebuilding the engine as necessary at its current location (Calvin's Auto & Transmission), to include costs associated with both the failed lifters and the spun bearing(s) as indicated on the existing and the now pending repair bills at Calvin's Automotive, Blair, OK.
2.) Pay for the required oil change, and Oil Drain Plug Replacement at GOODYEAR, Lawton OK.
3.) Reimburse the fee I was charged for the botched Front-end Alignment done by the FIRESTONE in Des Moines.
4.) Reimburse the Rental Car fee and reasonable mileage expense for the additional personal vehicle I was required to bring from Osceola, IA to Altus, OK while my truck remained down for repairs.

7. Please verify your current address and telephone number.

Home : 430 North Delaware St.
Osceola IA 50213

Work: 2101 North Park Lane, #154
Altus, OK 73521

Telephone: [protected]

8. What is your preferred method of contact (phone/email)?

A. Email: chtroy. [protected]@gmail.com
B. Cell Phone: [protected] (PLEASE LEAVE A MESSAGE)

9. Can you forward any documentation/invoices for any diagnostics you received from third party shops regarding to this claim?

A. Yes. Please see the attached… as the rest of the repairs are not yet completed, I will need to forward those once that additional engine work has been completed.

OUR PURPOSE: To be the most trusted provider of automotive care in every neighborhood we serve

XXXXX END OF EMAIL CLAIN REQUEST FORM XXXXX

COMPLAINT's BOARD:

*Within 24 hrs. I received a second "Initial Claim Inquiry Letter" from Jared Jones. Upon receipt of this I returned an email to him pointing out what I believe to be inaccuracies and intentional discrepancies in the Findings of Firestone Management in reference to this Claim, to whit the below additional reply is intended:

BELOW PLEASE SEE MR. JARED JONE'S RESPONSE

On Tue, Nov 24, 2020, 11:43 Jones, Jared wrote:
Good Morning,

I wanted to inform you that management has reviewed the inspection report. Below are the inspector's findings:

"The engine had been removed from the vehicle with the oil pan removed from the engine prior to the inspector's arrival. There was no sludge observed in the oil pan and the oil pickup screen was not obstructed; however, there were a few fragments of what appeared to be black RTV sealer. There was fine metal particle debris and chunks of metal observed in the oil pan. This shop replaced the lifters on October 2, 2020 but there was no mileage listed on that repair order. It is suspected the black RTV sealer became trapped in the intake valley and subsequently entered the engine when the intake was removed during the lifter replacement service. There was a minimal amount of oil mixed with road dirt on the engine block surrounding the oil filter hose adapter consistent with a long-term minor leak. There were no torque seal remnants observed on the oil pan or drain plug. There was a new looking Mobil 1 MI-209A oil filter tight and dry on the remote oil filter adapter that was not leaking, swollen or impacted. The oil filter was removed, and the inspector observed the oil in the filter was dark. The inspector watched as Calvin removed numbers 1, 3, 4 and 8 rod caps. The inspector verified the number 4 rod bearing had spun, severely scoring the corresponding connecting rod and crankshaft journal. There were black streaks observed on the number 4 rod bearing insert consistent with the friction heat generated when the bearing spun. Numbers 1, 3 and 8 rod bearings were scored from circulating debris to varying degrees, but not heat discolored. The cam lobes also showed scoring from circulating debris but no heat discoloration on the loves or bearing surfaces. One of the journals was severely gouged. Inspector concludes: The replacements of both front upper ball joints with control arms and the courtesy check, oil change and alignment services performed at Firestone on August 31, 2020 referenced above were quality services and replacements with no part failures, workmanship deficiencies or handling errors apparent. The number 4 rod bearing was an independent and isolated material failure caused by the gradual wear and deterioration associated with time, application and the high in-service miles on the vehicle. Continued operation after the number 4 rod bearing spun allowed metal debris to circulate through the engine and caused the secondary damages referenced above. There was no correlation between the quality services and replacements performed at Firestone and the current internal engine failure."

Based on this information, it appears that there was no correlation between the quality services and replacements performed at Firestone and the current internal engine failure.". We realize that you are sincere in presenting your claim, but we regret we cannot accept liability for the engine damages. If you have any further information you would like to submit, please send it in for review.

Thank you,

Jared Jones

Sr. Store Claims Specialist

Bridgestone Retail Operations

200 4th Ave S

Nashville, TN, 37201

Phone:[protected]

(MY REPLY TO THE ABOVE INCORRECT ASSUMPTIONS AND TWISTING OF THE EVIDENCE AS SHOWN TO THE ARBITER.)

ATTENTION JARED JONES, SIR:

Point 1: there was less than 160 miles from the time that the lifters were installed in the engine and the time that bearing spun. This is inconsistent with your claim of how this happened.

Point 2: The oil that was in the filter had less than 160 miles on it. That it was so dark is strictly due to the presence of high amounts of metallic particles due the bearing having failed from lubrication failure.

Point 3: This is a fairly new engine, (less than 45, 000 miles since being built) with well-documented, regular oil changes and maintenance. It is only had the finest 10W40 full synthetic engine oil put in it, until your store mixed oils and caused this problem.

Point 4: The small pieces of Black RTV on the oil pump screen were not present in the engine until the oil pan was pulled with the engine at a 45° angle on the engine stand, as evidenced by the same on the floor beneath the motor. Those small pieces of RTV you see in the photos simply fell off of the side of the block, (having been on the sealed surface of the oil pan) landing on the oil pump filter screen. The only thing that was on that filter screen prior to the oil pan being pulled was those metallic particles having come from that bearing having failed due to the high volume of oil being agitated to a state of foaming.

Point 5: This engine has never had any fluctuation in oil pressure or any lubrication problems in any fashion until your shop mixed the oil weights (as detailed above} and grossly overfilled it to nearly 10 quarts.

NOTE: Firestone Employee's messed up the oil change by putting in the wrong type of oil (a weight of oil that is completely incompatible with a 506 ci Big Block engine), irreparably damaged the drain plug in the process of trying to correct that error, then added oil to an engine that had not been properly or completely drained, all of which clearly resulted in catastrophic engine failure.

*I should be reimbursed for this expense, which was clearly resultant to the mistakes made by Firestone Tech's, and no fault of my own.

Point 6: To the Issue:"The replacements of both front upper ball joints with control arms and the courtesy check, oil change and alignment services performed at Firestone on August 31, 2020 referenced above were quality services and replacements with no part failures, workmanship deficiencies or handling errors apparent."

I was charged by FIRESTONE for an improperly done Front-end Alignment, which resulted in the need to have it completely re-done.

*I should be reimbursed for this expense, which was clearly resultant to the mistakes made by Firestone Tech's, and no fault of my own.

To end on a positive note; the one part of this Work Order that was apparently done right was the replacement of the upper control arms.