Firestone Complete Auto Care
Reviews and Complaints

They will not rotate your tires. They will only try to sell you new ones. But they WILL put "Tire Rotation" on the bill and charge you $20 anyway. Did it to me. No more Firestone for oil change and tire rotation for me!

Lost brakes on our Acura, brought the car across the street to a Firestone location in Charlotte NC..they told us it ws the ABS and that they needed to be replaced..and also had to replace the brake pads..total cost about $2, 000..and they would not use the brake pads we already purchased saying warranty would not cover it..Took the car down the road for a second opinion at a family owned shop...turns out the Cylinder needs to be replaced. they will do that and the brake pads for $400...Clearly by all the complaints, Firestone is deliberatly finding ways to rip people off..be warned!

Firestone is a complete ripoff. My 83 year old mom went there for a tuneup and came out with a 2400.00 bill on a credit card she didn't know sh was getting. She thought it was a loan, they told her she could make small monthly payments. They didn't tell her it was at 23% interest. Her car only has 71, 000 miles on it, they replaced the struts, shocks, brakes and a lot more. Attonery General investigators have contacted us regarding our complaint. We hope they stop them from ripping people off.

I’ve been a Firestone customer since last several years but based on my personal observation and experience I can say that all Firestone doing is just making customers fool.
Here is what happened with me. I bought 4 tires from Firestone with 65, 000 miles warranty and every 5000 miles I visit local Firestone shop and asked for rotation. Since I also have life alignment service from Firestone so every time I also asked them to check if my car needs alignment. Sometimes they did alignment and sometimes they said there is no need of alignment. Today when I went there for rotation they informed me that the tires are not in good condition and I need new tires. When I asked them about the warranty they informed me that since I wasn’t doing alignment regularly so warranty is no longer effective. I explained them that I was there every 5000 miles and asked them to check for alignment but they didn’t listen to me.
Now imagine, Firestone tires with 65, 000 miles warranty are worn out in just 33, 000 miles so what is the standard of their products and then these guys are using different hidden tactics to make customers fool. I am sorry but I am not going to buy anything from Firestone anymore.

Agreed, I worked for them, the focus was on sales, and customer service was only at the forefront when a problem occurred...I'm with a different company after 10 years and 7 as a store manager. I would love to write a book!...but death awaits the brave soul who attempts it, Firestone is owned by the Japanese! they are ruthless. I am relieved to be out of it all. I do miss the customers and I wish i could open my own shop, but big corp. like Firestone keep the local shops at bay in the big city.

May 4, 2009

Firestone Complete Auto Care Consumer Affairs
PO Box 7988
Chicago, IL [protected]

• On 8/14/ 2006 (customer invoice 068635) a Trans Flush with Versatran Trans Fluid was recommended by the Service Advisor to improve performance. Vehicle had 69, 223 miles.
• On 6/3/2006, (customer invoice 105393), Half Shaft (Front-Right) was recommended by the Service Advisor. Vehicle had 63, 791 miles.
• On 6/14/2006 (customer invoice #105563), Half Shaft (Front-Left) was performed. Please take note that this service was recommended by the same Service Advisor and the vehicle was taken to the same location for repair. Please keep in mind that I had to call the Service Advisor prior to the work being done so the part could be obtained. Vehicle had 64, 243 miles.
• On 10/7/2006 (customer invoice 069941) Trans Flush with Versatran Trans Fluid was performed on the vehicle. Vehicle had 71, 499 miles. Also, a Standard Tune Up 4 Cylinder service was performed on 2/4/2007, (customer invoice 072700) returned the car and found that one of the spark plug wires were bad and also an ignition wire was also installed at no charge. Vehicle had 77, 542.
• On 7/23/2007 (customer invoice 047143), Half Shaft (Front-Right) was recommended by the service advisor.
• On 12/31/2008, (Invoice # 062460) an alignment check, transmission Fluid Flush and a Complete Vehicle inspection service was performed and an air filter was installed. The vehicle had 107, 339. The Vehicle Inspection was performed because I heard a clicking noise when turning.
• On 4/5/2009, A Synthetic Blend Oil Change was performed, An Alignment Check was performed. The vehicle had 110, 534 miles. Also, the Service Advisor recommended Struts as well as Half Shaft (Front-Left). Please note per Firestone (customer invoice #105563) this service was performed on 6/14/2006.

According to the web page maintained by Firestone Complete Auto Care, under Transmission Service, it states that Firestone Complete Auto Care follows the vehicle’s manufacturer’s recommended service interval to perform a complete transmission flush however, also per the maintain your auto section of the webpage maintained by Firestone Complete Car Care, transmission service is not a scheduled maintenance for the Mazda 626 at 69, 233 miles. (Please see attached copies of Firestone Complete Auto Care – Maintenance Schedule.)

On 12/ 31/ 2008 I was not advised by the Service technician that Mazda does not specifically recommend Transmission servicing for the 2002 Mazda 626. If the representative was knowledgeable and not being deceptive to make a sale, he should have advised me to take the vehicle to a qualified Transmission specialist for service due to the extensive damage to the transmission pan seal (gasket) that would have to be replaced as well as the filter needing to be changed.

As a consumer and customer of Firestone Complete Auto care, I have the right to be protected against deceptive, fraudulent and unfair practices and from the above events, it is clear that Firestone and the Service Advisors practiced and committed deceptive acts.

Please keep in mind that I had no idea of the “Half Shaft Scam” until I scrounged through all of my invoices from Firestone Car Care Center on or about May 1, 2009.

Firestone did reimburse me for the Half Shaft - In May, 2009

Also, the noise that I took my car in for on December 31, 2008 happened to be wheel bearings.

These are the emails correspondances between the Assitant District Manager - Dan Yurko an myslf.
Firestone deflects blame from the begnning and they also impliment policies as thy go along.
From: Yurko, Daniel [mailto:dyurko@bfrc.com]
Sent: Tuesday, May 05, 2009 11:05 AM
To: Sonja Lucas
Subject: RE: 2002 Mazda 626 - Claim # 1164709

Ms. Lucas, thank you for your documents and the opportunity to allow me to help you. I would like to address your concerns and request some additional information:

In your initial contact to our consumer affairs department, you stated that you took your car to the “dealer” for inspection concerning your transmission issue – My car was never taken to any dealer regarding any transmission problems. When I had the problem with my car to arise on Saturday, April 25, 2009, after I spoke to the Service Advisor for Firestone, I contacted the Mazda dealer by telephone on Monday, April 27, 2009.
The dealer cannot nor will they diagnose your transmission over the telephone. You are “assuming” that our services or they way in which we have serviced your transmission has somehow damaged your transmission. Unless you have documented statements from a certified transmission repair center or Mazda dealer in writing supporting your claim, we are denying this claim. If you can provide this requested and detailed failure documentation, I will open a claim for this issue and put it under advisement with a 3rd party Inspection Company.

You also said they told you that the gasket and filter were not changed Did the “dealer” state what failed and why? If so, I need this written diagnosis from them as part of this claim. I need to know what they are say has failed and why it has failed. Additionally, which Mazda dealer was it please.
Please keep in mind that Firestone Care Center has been the only place I have taken my car for service with the exception Mazda in 2003. At that time there was a Firestone on Stonewall Street in Charlotte NC. I had the radiator flushed at that particular location and the technician did not replace the cap so Mark the Manager at that branch had my car diagnosed by Montgomery Mazda. Again, if you can provide this requested and detailed failure documentation, I will open a claim for this issue and put it under advisement with a 3rd party Inspection Company.
Visual inspection of the seal is indicative that on 12/331/2008 Firestone did not change the seal on nor did they advise me that I needed to have the seal replaced or the filter changed. Who did the visual inspection?

In your letter, you state that you were not aware of a “half-shaft scam”. There was no direct accusation as to what you mean by scam. I could only assume that you were speaking of our service center recommending replacing a half shaft again. Would you please clarify that for me before I can comment on it? The Service Advisor recommended the Half Shaft Front Right be repaired however, the front left was repaired when I took the car in for repair 11 days later. Did you address this issue at the time of repair? If so, what was the location staff explanation?

Would you kindly outline your accusation of deceptive acts? Why would the service advisor recommend a repair on the Front Right Half Shaft, order the part and repair the Front Left…..which put my life and the life of my family in danger.
Also when I took my car on 12/31/2008 for diagnosis of a noise, they did not tell me that the wheel bearings needed to be replaced. Who advised you of the overlooked wheel bearings? Please provide written documentation or repair estimate so I can follow-up with the location manager and service manager at our location.

I have a lot of documentation, invoices and information. I would like to address each of your concerns, but need you to directly list your accusations. I will address each and every one of them.
Thank you again for giving me the opportunity. Thank you for responding promptly and I hope the above clarifications. Also, since the Service Advisor was unable to specifically tell me what type of transmission fluid was used in my vehicle or what type of Transmission Flush machine was used on 12/31/2008, would you kindly find out and let me know. Thanks!

Lt. Dan Yurko
Assistant District Manager
Bridgestone Retail Operations
0505 - Charlotte, NC.
[protected]
[protected] Cell

On January 22nd I went to Firestone Complete Auto Care in Baytown, Texas to replace my tires. I asked them to check my brakes because they were making noises and it didnt feel right when I braked. They told me my brakes were fine and that I had 50% of my break pads left. The brakes pads did not need to be replaced. However, for 50$ they could maintance and clean the breaks. So I gave them the go ahead and to do the break maintance to preserve the life of my brakes. On Febuary 13th I got into my car and I noticed that I had to push down harder on my brakes and I heard a horrible grinding sound. The next day I took my car back to the same Firestone to have them check my brakes and change my oil. They told me that I didn't have any brake pads left and it was metal on metal. They also told me that I needed to replace the brake pads, turn the roaters, and replace the calipers. I told the manager that I just came up their less than a month ago and they told me they were fine and that I paid to have the brakes maintanced and if they had actually did the job they would have noticed that the brake pads were almost gone. I also told Bill (AKA- Firestone Manager) that I had been driving around for almost a month with no breaks and what if I were in an accident. Bill told me that if I were in a accident that they obviously would be liable. Bill told me for my inconvience that he would give me the oil change for free. However, they didn't change my oil at all! If they would have did the job I paid them for, they would have noticed the brake pads, and their would not be as much damage as their was. So it would have been cheaper to fix the breaks, because all I would have had to do is replace the pads.

While your exp. at firestone was a bad one, the fact of the matter is that your "older car" will and does need to be repaired from time to time, see your owners manual. You are still driving around with your rack and pinion that even in your's and Pep boy's word's are "nice to have", it can fail without warning! whining when turning is an indication of a problem. While I agree with you about the price, firestone is in the business of repairing vechile's. Pep boy's is a part's store FIRST! and in the automotive repair second. That being said you should also ask yourself and others why they are closing over 50 of their stores. I'm sure that firestone marks up the price of parts from whereever they get them, but that's business...

Firestone in Lawton ok on 38th street, Were to start vehicle I had my vehicle towed in. After vehicle was there for over four hours with no answers
I went in to check on progress . I was greeted by a rude female manager who told me the vehicle had just arrived (Arrival timed confirmed by tow bill to be 1:15 pm ) Its now after five and my vehicle is trashed pulled apart like a hack job, . After wasting two days of my time I was contacted by Firestones alleged professional manager that had nothing to tell me other than it had to be towed to another shop. I guess I should have chosen another shop if I expected good service and qualified technicians . local dealership was able to trouble shoot in one hour but required additional time to put vehicle interior back together . I will also have to spend my time to find and relocate personal items that were stored in cab back in the cab as these items were thrown in the back of the vehicle . An example of this would be a cooler, checks, envelopes, items still not accounted for include cell charger, pocket knife, gas card. not implying anything other than they treated my vehicle poorly. will never return or suggest this business to anyone .

I went to a Firestone store in Des Moines, Iowa . I know when my truck went into the stall to be worked on, and when it came out, I seen what the labor was and how many hours they worked on my truck, the labor was 167.00 per hour. I asked them about this they said they go by a book, if the book says it takes 4 hours to work on a part and it only takes 2 hours they still charge 4 hours of labor, THAT IS BS...

Firestone complete auto care is a rip-off. Never, never use them. They charged me 250.00 for a remanufactured starter and installed a 110.00 battery without asking me if that is what I wanted.

I AGREE. THE STORE AT VOSS & HILLCROFT IN HOUSTON TX. TRIED TO SELL ME A NEW BATTERY & NEW ALTERNATOR FOR $630.08. I DECLINED THE SERVICE, TOOK THE NEXT DAY TO MY VOLVO DEALER, THEY CHARGED ME $ 62.76 AFTER TIGHTING A CABLE & SERVICING MY AC SYSTEM. THIS NOT THE FIRST TIME I HAVE HAD PROBLEMS AT THIS STORE. I PURCHASED TWO TIRES, THEY PUT TWO DIFFERENT SIZES ON MY CAR. WHEN I RETURN BECAUSE THE CAR WAS SHAKING AT 70 MILES, I WAS TOLD I NEEDED A RELINGMENT. AFTER TAKING IT TO MY REPAIR PERSON I WENT BACK & TOLD THEM THAT THE PROBLEM WAS. THEY CHANGED THE TIRES. I WILL NOT GO BACK TO A FIRESTONE AGAIN. BETTY R.

I just came back from another mechanic who had to fix a botched up job by Firestone. I had my front breaks replaced by them in Redlands, Ca. After I picked up the car it made clunking and grinding noises. So I went back right away. The guy tells me to give it a few days. I gave it a few weeks. Brought it back after calling consumer affairs. Supposedly they had fixed and readjusted things, saying there was something wrong with the hardware. They never told me what hardware it was. After two months of squeaking and grinding and chafing I went to a different mechanic. This is what they found. The back brakes were horribly missadjusted. The front brakes after two months had 40% wear and the pads had circle groves in them almost the whole depht, something that should never have happened. I wished I could get my money back. However, I can report them and say Mrs. McKelvey

Completely agree. They have come up with a costly repair issue each time I take the car there. I was recently charged with $1400 with lots of billing issues. I am still waiting for a credit to my credit card account.

Firestone Complete Care Care Centers are corporate owned, and they all go through training to not over-recommend parts or service that vehicles do not need. If this is happening, it needs to be reported to corporate level at [protected], M-F 8-5 CST. They will release any employee found to be doing this, as it's against company policy. No, I do not work for FS, but I know someone who does. There are also FS stores that are not corporate but use the FS name, who DO engage in some of these negative types of behaviors. They should be reported to your local Better Business Bureau, if they're a member, or the state Dept of Consumer Protection, for unlawful practices. Yeah, there are shady mechanics out there everywhere, but one bad apple doesn't need to spoil the bunch. To all, I'd say, research your auto care facility, ask questions, be a good consumer. A good shop will always show you the parts removed from your car, never over-recommend, give you a written estimate and stay within 10% of that amount, and finish the job on time. If it's not right, ask for it to be remedied, and go to a higher level if you feel it's required. Don't be ridiculous in your claims, however. Know what you're talking about, and don't try to get more than you're due either.

In your case, Fipster, your vehicle IS still aging, even with lower mileage. 30K on a 2006 still means you need your regular services done- check your manual to find them. They aren't free and they will add up, you know. I have a 2006 Chrysler Town & Country that needs tie rod ends at 18K...it happens, you know, and you should also have a warranty, right? What services did they itemize out onyour bill? I just find this odd.

I also find it interesting that you seem so put-off that they tightened your air filter cover. If they hadn't, you'd probably complain that it was loose. They tightened it according to safety regulations and manufacturer standards. It's not meant to just pop right off...why do you think those guys are so dirty all the time? A little elbow grease is always required. ;)

Regards,

Waste-Knot

Can anyone give me an address where I can send a written compliant about Firestone?

Thank you for this information. I know many others who have complained too of Firestore Auto Care Services.

Hopefully with our postings, people will be aware to not go to such places for service.

Sincerely,

Alfred