Firestone Complete Auto Care
Reviews and Complaints

In May of 2022 I went to Firestone for an alignment after replacing upper and lower control arms. I was told I needed a new camber kit. I ordered the kit and installed it in June. I took it back to Firestone for an alignment after installation. 2 days later my alignment was already out so I took it back, they aligned it again. Since then I have had nothing but problems with my front end. Upper control arms are failing, wheel bearings/ hubs failed, unusual rotor and break pad wear, unusual tire wear. I took it to a GM certified shop and was informed that the camber / caster bolts had been tightened to the point of bending the brackets. Potentially totalling my truck. On January 13th I was in contact with the Firestone shop that did it, they were very unhelpful. I then contacted corporate who put me in contact with the area manager. Did not receive a call from him. Got back in contact with corporate January 18th who put me in contact with the regional manager. Received a call from him on January 21st and explained the situation. Was told I'd have a third party inspector contact me to look at it and verify the damages. I have yet to receive the call. Contacted Corporate on January 30th and was told they would let the regional manager know I was trying to reach him. I currently cannot drive my truck as I have been advised it is unsafe. I'm just looking for them to make it right so that I have a vehicle again. Before this incident my truck has been regularly maintained and in immaculate condition. This is / was my dream truck and have put a ton of time and money into it

August 12, 2022 Invoice #193396, I took my vehicle to store #310819 because my brakes were making a noise, no black dust.
I was advised to have the brakes and rotors replaced on the front with a brake fluid change. They also told me the back brakes and rotors needed to be replaced.
They also told me that the cabin filter, and battery needed to be replaced.
I am Ok'd the front brakes/rotors/brake fluid.
No one asked about the battery protectant... but I just saw the charge.
Total Cost with oil change: $551.50

My brakes continued to make noise and emit a huge amount of black dust around the wheel, and the wheels were hot to the touch. My friend, a mechanic, saw my wheels and said that I have bad brakes. I told him I just had them replaced. He suggested I return to the store.
Sept 2022, I called the store and the female who answered told me they couldn't get me in for at least a couple of weeks and then I would have to leave my car with them for an undetermined time. I am single and this car is my only form of transportation, I told her that I couldn't. I asked to speak to the manager.

Sept 21,2022, Invoice #194351, the manager (not certain of the name Joel or Chris) got me in. At the end of the visit, the manager told me he changed the rotors and brake pads again. This time using a higher quality pad. The manager was completely stressed out and left employment before November 1, 2022.
November 1, 2022, Invoice #195177 I returned to the same Firestone store with same problem and a dragging sensation in the front wheel area. The new manager (Jason? from New York or New Jersey) said they would "lube" the calipers, which appeared to be in good working order. He also stated that if it continued, he would put Honda brake pads on. He suggested that I "ride" the brakes. Nope, never have. I am 72 years old and have never had this brake problem in my driving life.

He reminded me about the back brakes. I told him I wouldn't have them replace the back brakes if they can't make the front brakes function properly.
December 30, 2022, Invoice #196471 I returned to the same Firestone store for an oil change (I had an apt.) I told the same manager (Jason? From New York or New Jersey) as in November, that the brakes were still bad, the manager said "I can't do anything about that". The phone was ringing off the hook and Jason (?) seemed stressed. Picking up the phone and hanging it up on occasion without answering. (I sat in the lobby for quite a while).

January 25, 2023, I took my Honda to Fisher Honda in Boulder for a brake inspection, because of all of the above and the front brakes were "shuttering" when braking.
They told me the front rotors were warped and there was no lubricant in the calipers. I had them replace/repair the front and back brakes and rotors. They lubricated the calipers.
The car drives and brakes like a new car. $603.12

By the way:

The battery is fine and has been. I had it checked at Advanced Auto Parts after visiting Firestone. Also had it checked at Fisher Honda, the battery doesn't need replaced. The cabin and engine filters do not need replaced either.
Isn't there a law against taking advantage of an elder; is it Elder fraud?
The car had 95,305 miles in August. Now it has 104,036 with now three new brake and rotor jobs a bit excessive, or did the work ever get completely done? Were the rotors replaced, or did they just say they were?

I think I did my due diligence in trying to get this store to correct the problem that didn't exist prior. I paid in good faith, I returned, giving them a chance to correct the problem. They aren't capable or just don't care. Also, trying to upcharge me for replacements I didn't need.
I feel that you need to return $551.50 I paid on my personal credit card. I also want you to close my Firestone Credit card that they talked me into. I have not used it and won't.
Side Note: My daughter was having four family cars serviced at this store. They experienced substandard service as well and are no longer patronizing this store.

I did make an appointment for wheel / tire alignment & preventive maintenance automobile inspection. Car was slightly pulling to the side when driving at reasonable & moderate speed.
After visual inspection at Firestone in Round Lake Beach, IL 60073, suggest replacing a whole wheel bearing kit from one of the wheel.
I declined the suggested work after Approx estimate around $600.00 for ONE WHEEL BARRING, this is for one wheel bearing! = Maximum 30 minutes to repair!

It is super easy to replace this part, mechanical speaking.
After my visit with R-L-B, FIRESTONE 60073. And drove it for just a few miles! The problem remains, I took the car to another reputable mechanical store, the diagnosis was just the wheel nuts were not installed to OEM Torque Specifications, wheel nuts were installed way under torque specifications for the tire and rim to be secure accordingly, tire and rim was a little loose causing it to move back and forth.

Now the wheels were previously rotate and balance at Discount Tire at 60073. And they failed to do what the OEM specifications recommends. Once again, this is at Discount Tire in Round Lake Beach, IL. and not firestone!

Firestone failed to ;
• Practice Honesty
• Follow through Check, with accuracy and pride, what a Certified ASE technician does.
• Failed to communicate honesty, they never told me in writing or document that the alignment was NOT done.
• I pay $ for a service (multipoint automobile inspection) and Failed the test
• They give me a work report performed documentation of my vehicle with inaccuracies
• I rescheduled an appointment with the manager by the name of Dennis Odonel, managing partner of FIRESTONE at Round Lake Beach, IL.
• When I show up at my 9am appointment they couldn't take, they were overwhelmed & overbooked, The manager partner double book the alignment with other patrons.
• At the end, wheel alignment was done correctly and with a document so call Wheel Alignment Specification Worked Report.
• Alignment is Performing great 👍 now.

My neighbors and I are discouraged for the past discrepancies, and we are in doubt with the misrepresentation of the Firestone in my neighborhood!.

The Oak Ridge TN store

On Jan 6, 2023 I had an oil done on my truck. A day or two before I stopped in at the store and verified that they could service my truck, I also asked about the price of an oil change. I was verbally quoted $200. On arrival to pick up my truck after service I asked how much it was. When the bill was totaled up it was $675. After fussing with the attendant the bill was lowered to the $250 range, After this happened I spoke with the district manager of the store. I thought everything was straightened up. Until I asked this week how much it was to reset my tmps system and was told $100 maybe more. After being told this I called another Firestone store was told $21. When I asked the Oak Ridge store why so high I was talk dirty to and hung up on. Is there anything that y’all can do to fix customer service in this store

Called to make an appointment for an inspection required by Lyft. I offered my name and number but the guy said “ just come in at 5:30 on Saturday and Ken Wylie will take care of you. I drove an hour to get there, pulled in at 5:25 and they were closed. I called. Ken answered. He refused to help me because he was “closing out the register.” He said to come back at 7:00 am Monday. This place is a joke.

Hello,

I wanted to file a complaint about some very dishonest activity that took place recently at the Broad Street Firestone in Fairborn, Ohio. On Tuesday January 17, 2023, I contacted the Firestone Service Station located at 550 N Broad Street in Fairborn, Ohio. I had made an appointment for January 20, 2023 at 4pm. The purpose of the appointment was to mount & balance 4 tires on my F150 4x4, then perform an alignment. While speaking with the Technician on the phone I made certain to get a verbal quotation in the amount of $188.15 for the work to be accomplished. In accordance with the appointment being made, I arrived at the Broad Street location on January 20, 2023 at approximately 3:50 pm to drop off my truck and upon my arrival the first thing that was requested of me was to electronically sign a document that said that I acknowledged the provided estimate and was in agreement with the estimate that had been provided. I explained to the technician that I would actually need to see the written estimate before I would sign anything. At that point the, technician turned his computer screen in my direction so that I could see the quoted price of $188.15 and I then signed the document based on the quoted price of $188.15. I left my keys with the technician then exited the facility knowing I had done my due diligence with a printed Quote in my hand for the amount previously stated. I also know that from a consumer standpoint, and according to state law in Ohio, if you have been provided with a printed quote, then the service provider can not exceed the quoted price by more than 10% of the quoted price without prior authorization. I had only been gone from the facility for approximately 5 minutes when I received a phone call from the Firestone Store Manager who informed me that his technician made an error in providing me the printed quote, and the actual price was going to be $218.15. I explained to the store manager exactly what had been agreed to which was the mounting and balancing of 4 tires followed by the alignment for the quoted price of $188.15 and that if the firestone technician had made an error on the quote, then the honorable and professional thing to do would be to honor the quoted price because the error was not made by me but his store representative. The store manager immediately stated that he was not going to honor the price and I informed him that I would be coming back to talk to him. When I reentered the facility it was very evident that the store manager was ready for conflict. When I walked in the store manager handed me the keys to my truck, and once again, I made the statement that the right way for him to conduct business was to honor the quote that had been provided and he told me that he would not honor the price and it was not his responsibility to take a loss because his technician had made an error. Heated words were then exchanged between the store manager and myself including explicatives that came from the store manager towards me.

I have been a resident of Fairborn, Ohio for 2 decades and in spite of any indications that you may get pertaining to this particular location, the vast majority of Auto Service Centers in Fairborn, Ohio are always extremely busy and I guess the fact that this Firestone location had absolutely no vehicles waiting for service outside and there was only 1 vehicle inside the store being worked on should have been a red flag, unfortunately I ignored the obvious indications and attempted to conduct business with Firestone, Fairborn. The store manager has gained a reputation for being dishonest in our community as evidence on several social media sites and now I have witnessed this dishonesty first hand. My recommendation would be for Firestone's Corporate Office to conduct a survey focusing on similar businesses in Fairborn and the amount of business they generate in comparison to the obvious lack of business generated by the Firestone, Fairborn Location. I'm certain you will find that the Firestone in Fairborn fails in comparison with its competitors and as a Quality Manager, my further recommendation would be that Firestone Corporate conduct a "Root Cause Investigation" into why their is such a lack of business at this specific location. I'm certain you will find that due to the abrasive and dishonest method of the Store Manager conducting business, your profit potential for this specific location has been severely diminished and allowing this Store Manager to remain in that position will only ensure that the lack of business being done at that location will continue to be dismal in comparison to all other similar business types in this geographical location.

I dropped off my car on Tuesday, 1/17/23 at 5 pm at the Firestone Complete Auto Care located at 32525 Gratiot Ave, Roseville MI 48066. My car was vibrating at 40+ mph and I had purchased 4 new tires in around May-June 2022 from this store. The tires were still under warranty and I thought that perhaps it was the tires again. The vibration and noise felt exactly like when I had to replace the tires. I wanted Firestone to look at and diagnose the issue. Unfortunately, they were not able to get to my car that evening. The car stayed in their parking lot overnight.

I called Firestone on 1/19/23 after I restarted my phone, which was not working properly, and a new voicemail came through from their store manager, Gary. The voicemail was very generic and was dated 1/18/23 at around 2 pm. Firestone did not try to contact me again on 1/18/23 to my knowledge. I returned the call and spoke to Brian. Brian told me that the car that was parked next to mine was broken into by a homeless person and set on fire at around 6:30 am 1/18/23. My vehicle, a 2019 Malibu LT, was parked directly to the parked cars left. My car suffered severe fire damage from the fire. I called my insurance company, Progressive. Progressive was told by Brian that the car that was set on fire was an abandoned vehicle and the owner was deceased. So, Firestone was negligent in that they had an abandoned vehicle parked in their parking lot that was set on fire and now I do not have a car. I called Firestone's Customer Retention line after I spoke to my insurance on 1/19/23. Firestone didn't even start a claim with corporate or report the incident, at all. The representative asked me if they provided me with a rental vehicle. I said no, it wasn't even offered. She called the Roseville Firestone and because the store manager, Gary, was off Thursday and Friday - I couldn't have a rental authorized. She sent the claim up the ladder or so she told me. I haven't heard back from them and it's now 1/22/23.

I also spoke to the Roseville Fire Capt. who asked me what Firestone had told me that had happened. The fire capt was surprised that I was told the culprit was a homeless person. The incident is still under investigation.

I live over an hour away from Roseville, MI. I work nearby in St. Clair Shores. I live in Lapeer, MI. I have a long commute. I couldn't even go see what my car looked like after the fire because I didn't have a vehicle at the time. I was unable to fulfill my parenting time with my daughter. I lost many personal items due to the fire. I've had to borrow my father-in-laws truck, add it to my insurance under full coverage ($$). I may have to pay a $500 deductible for my car to be fixed from the fire damage - if it's not totaled out. I owe on the financed loan for my vehicle in which my insurance will only cover 25% of the cash amount that the car was worth. Which is more expenses for me because of their negligence.

I brought my 2019 Jeep compass in for a check engine light. I was charged 20 dollars for a scan to determine the error code then 90 dollars for a diagnostic fee which involved pulling the spark plugs and coils. I had the plugs replaced and one coil as well as an oil change performed and was totally shocked and surprised that the scan and diagnostic charges were not removed based on the fact that I had the car repaired by Firestone. I totally understand these fees if someone were to not choose to repair the car at the time of diagnosis. For example, I was charged 90 dollars under the explanation that this was to cover the technician's time to pull the spark plugs and coils to determine the failure. I was charged the full price to replace all the spark plugs and they were already removed under the diagnosis fee. The local management has always been polite and attentive to my past service needs, but I was told this was policy and the charges could not be removed. I have literally spent thousands of dollars with this location and don't agree with your policy. This will be my last service with firestone besides the free tire rotation and alignment I get based on all of my car's tires being purchased from this location.

I filed this 2 days ago but did NOT include my acc't #[protected]. I did sign it- Naomi Wade, 15510 W 63 St #111, Shawnee Ks 66217. I was charged $199.00 for a reset that was done wrong & they did NOT correct it, even with FOUR appt's. I was NOT treated like a 'values customer, but as an 84 yr old nuisance. i DID locate my dealership. Paid for another diagnostic , so they could verify the problem. They corrected the problem. I had driven for 1 1/2 months with my engine light on. firestone did NOT care. Luckily, it was corrected before the extreme cold we experienced OR my engine would have been damaged.

On January 16th, 2023 I took my car in for coolant exchange and brake fluid exchange!

I schedule an appointment, two about 2 weeks prior to January 16th, 2023

My schedule was for 9am, I reached Firestone car care about 8:45 am

However I didn't get out of Firestone until 11:35 am...When I was about to leave, I notice dirt on driver side a pillar trim. So. I emailed pictures to the email address that I received from Firestone.

so about 2 hours later I checked the coolant levei and the coolant resevoir was completely empty.

So I called Firestone to make mention of this issue, I was in formed to bring my 2018 Infiniti QX60 back to the service center.

So the team member that initially done the service took the car back in to the service bay.

When I tried to express my frustration, the center Manager showed no empathy!

I'm really not happy with my experience or the service!

I want to hear from you!

my contact info:

Felix Smith

1448 Thomson Road

Abington Pa 19001

[protected]

I am VERY UPSET! My 2003 Suburban with 132k plus miles on it all of a sudden started to ride poorly like there was a tire problem. I took it to Firestone in Melbourne, Florida at Hibiscus and Babcock Street. James looked at it and said he couldn't see any problem with the tires except that the one tire looked out of balance, because the weight looked like it had moved over. He said he did not see any immediate danger. He said he was making an appt. for 11am on Sunday. He failed to tell me there was no one who knew anything working. I took it at that time and they looked it over, never put it on the lift and came in and told me they couldn't find anything wrong. I asked them if someone could drive it. Finally the young person working on tires took it for a ride and said he felt something in the rear driver side tire area. They told me that I had to have another appt. on Tuesday because the guy who knows anything would be there then. James made an appt for Tuesday at 1pm. I did not know what they did after the guy drove it. It seems to me that he should have put it on the lift and tried to see what he heard when he drove it at my insistance. I left the shop and was driving home when all of a sudden I heard my car slam down and saw my rear tire fly off across the road and into a ditch. When I called James, I asked him if they put it on the lift after he heard the noise in the rear tire area. He said no. I said why not? I had told him before I ever made the first appt. that I was going on a trip and wanted it checked out. I am furious, my car is damaged and I am waiting for a tow truck to pick it up and bring it back to your store. I am highly offended. This could have been avoided with competent service which I did not receive.

Susan Benjamin!

January 13th, 2023. Firestone Complete Auto Care, Fort Leonard Wood, Missouri. I went to get my tires rotated, which I had purchased at Firestone. The mechanic came out and said I can't rotate your tires, the tread is too low. I said okay, can we prorate and get new tires. He looked up my information, and said you got new tires at 65,000 miles which was put on in April, I said no that's not correct, it was 35,000 miles, today my vehicle has 69,512 miles on it. Tires that were supposed to last 75,000 miles lasted less than 35,000 miles. They said my tread was unevenly worn so that it is not covered under tires. I said wait a minute, what would cause that, he said, if you had in correct tire pressure that would cause it, I said if that's the case, the only people that have touched these tires is your mechanics. I would take my vehicle in every 5 thousand miles for tire rotations, and I have a life time alignment with Firestone. He said you need to check your tire pressure every month, I said no I don't, my vehicle tells me if my tires are low, and if that happens I bring it in to you. Which has happend twice, and they have checked the pressure on the tires. They said it is not covered under warranty for the uneven tread. I said I bought the tires here, I have been a customer here for at least 10 years or more, the reason I buy the tires here is for the warranty. Now you are telling me that I have no warranty. I called customer service, and they basically told me the same thing. I feel like I have been totally ripped off by Firestone. I will never buy tires from Firestone again, and the customer service at Fort Leonard Wood, MO is terrible. I do not appreciate being felt like I was lied to. I was very professional and polite, but I let them know that I will not use their services again, except for an alignment, because I have the lifetime warranty, and I really have no choice now. I feel like they are just taking advantage of the military, because they have a captive audience, and just don't care.

I scheduled an appointment to have my tire looked at because it continues to loose air. I show up at location #3011885 in Frisco, Tx and they tell me they can’t guarantee they will be able to look at my car or have it fixed today and it will more than likely be tomorrow before it will be available for pick up. They told me they had one technician working and he was running late. I am unable to be without a vehicle as I have a pet service business and I need to have a vehicle for my job. They suggested that I try another location to see if they could help me. I went over to the Little Elm, Tx location #745096 & spoke with Mitch. He told me they had 6 vehicles left over from yesterday so he couldn’t promise they could fix my tire today. He suggested in the future calling at least 48 hrs in advance for any services needed like oil changes, brakes, etc (which doesn’t really work if I end up getting a flat). He was very helpful and courtesy. I scheduled an appointment in a couple of days and he checked the air in my tires and added air to the low tire.

My issue is why should I continue to purchase tires, road hazard and lifetime tire rotation when I can’t even get in within a reasonable amount of time to get my car repaired. Why continue taking appointments if you haven’t completed work on vehicles from the previous day?