Firestone Complete Auto Care

Work order: 276377 Store #: 028444 Service Advisor: 13 PARKER

I’m Derand Lee, and I have lost trust in Firestone Complete Auto care. I don’t believe they have been truthfully and they have been extremely deceiving. They have had my car 4 days going on 5 now. I booked an appointment for my 2010 Audi A6 with Firestone Complete Auto care located at 10553 San Jose Blvd, Jacksonville, FL [protected] for September 3rd 2023 at 1200 est. I booked the appointment because I suspected a small leak of antifreeze from my vehicle. I say small because it didn’t leak on to the ground. I only noticed it because every 4 or 5 days for 3 weeks, my low coolant alert would come on and I would add more coolant. I made my appointment with Firestone and explained the same. The employee acknowledged and said they can’t run leak test and let me know where the leak is coming from. Later that day Firestone called and said I needed to replace the water pump, as it was the issue and had the leak. I agreed for to the repairs over the phone. I was told the part had to be ordered and will be in on Monday. On Monday, September 4th, toward the end of the work day nearing 4 pm, I received a call from Firestone. The employer stated that they can’t complete the work due to my car having a supercharger (which is standard factory for my vehicle) and explain they don’t do work on supercharges. I was told it would need to be taking to the Audi dealership. He also asked has anyone done any work to my engine. I felt that to be odd, but I answered “no” because no one had. I asked why and he stated it looked like it had been. So then said no again and asked where the mechanics able to reassemble my vehicle. He said that no one took anything apart and that no one touched it. I questioned his statement, and he doubled down that no one touched my car. He told me there would be no charge for the leak test or the part that was order and that I can come pick-up my car. My wife leaves work early to take me to get my vehicle, we arrived about 20 minutes before closing. The explains the same and again tells me no one touched the car. I get my keys to retrieve my car. Before I started my car I wanted to check my coolant level because the things told to me didn’t make sit right nor make a lot of sense to me. I look at my coolant level and it was extremely low. It was full when I drove it to them. I went to put more coolant in the reservoir tank. When I touch the tank to remove the top, I notice the tank moved to freely, it wasn’t firmly secure as it once was. I then notice a hose coming from the tank dangling and detached from something going into the engine. I also see coolant spilled about the bottom area of the engine. I immediate go back inside and notify the employees. The manager came out and looked for himself and said oh man I see it, this is probably your problem. Don’t worry we will order a new hose and replace it. You told me no one touched my car, it clearly look as if someone did. He said “I was told it wasn’t touch but I see what you are saying, but no worries we will order another hose”. I had to call my wife back to come pick my up from Firestone. On Tuesday September 5th, I received a call from Firestone. The employee told me that a claim had been made for my vehicle and they are waiting on a decision to come back to tell them what to do with my vehicle. I didn’t understand why a claim needed to be made. I asked why is there a claim if you didn’t touch my vehicle? The employee tapped danced around my questions and told me it was out of there hands essentially and claims will be contacting me. Today, September 6th, I reached out to Firestone for a status of my vehicle. No status, other than a claim is in. I have yet to receive a call from claims. I told the employee that was unacceptable and I have been without my vehicle for 4 days. I don’t have an alternate car. I asked will Firestone assist in rental and he said no.

I am a retired Navy Officer of 23yrs, I know when someone is blowing smoke. This is exactly what Firestone is doing. I believe they attempted to work on my vehicle and ran into issues but will not disclose that to me. My car is a standard 2010 Audi A6 with no modifications. Before Firestone began the leak test to determine my the should have known and/or looked at the factory specifications of my vehicle to see it was a supercharger, not to mention it’s a badge on the side of the car that says supercharger. They continue to order a part that they believed I needed to make repairs without verifying if they can install it. Once the part arrived, it was suddenly discovered that my car has a supercharger, and they can’t do the work…I don’t believe it! They then question me on if anyone had done engine work to my vehicle…. nonsense! I believe they attempted to work on my vehicle and couldn’t repair it so they button it back up. However, they didn’t tighten down the coolant reserve tank as it once was and somehow detached the hose leading from the reserve tank to the engine (it is detached from the engine side). I feel they are trying to manipulate me. This is completely unacceptable. I have been a loyal customer at this Firestone for 3yrs. I have always taken my wife car there. This was the first I have taken my Audi. That was against my better judgement, but I figured what’s the harm in just finding the leak. Well going on 5 days later without my transportation…it was significant harm. I was able to drive my car there, but I can’t drive it away because of something they have done. I want my car the hose put back intact, and car fixed. I have to find a ride to work due to Firestone negligence. This is shameful for an established auto mechanic establishment.