Firestone Complete Auto Care

Firestone, North Duke Street, Durham caused me to come back from my vacation early and wasted 2 hours of my time.

On Tuesday, July 11, before leaving for vacation I called the Firestone on Duke Street in Durham. The first thing I did was ask if they could do inspections. The woman who answered the phone said yes. I recognized her voice. I think this was the same woman who constantly uses the wrong number to call me when it's ready to pick up my car or to ask me something about the car. Then she would get mad that I didn't answer the phone. I would eventually call Firestone to see if my car was ready and she would tell me she had been calling. I've asked her to update my phone number but she refused. So on Tuesday, July 11 I called for an appointment and asked if Firestone could do an inspection on Friday, July 14. She said yes and I made a 1400 appointment. Then it occurred to me that if I could get an appointment a little later I would have more time to come back from my appointment. I called but this time I called the call center. The woman at the call center saqid she had to call the North Duke Street Firestone to be sure they could do an inspection before she made the appointment. I waited on hold while she called. The call center person got back on and said she was told they could do the appointment and she made the appointment. Today I arrived and was told the person doing the inspections was on vacation. I'm so upset. I came back early for this and I lost 2 hours because of this. One of my kids asked me last week why I keep going back to Firestone when I know what a bad company it is and I told him it was habit. The person at the desk said it wasn't Firestone's mistake. It was the mistake of the call center. I told him numerous times I had called Firestone earlier and was definitely told they had someone who could do an inspection and the call center person who called an hour after me was told the same thing. I've had it with Firestone over this woman who works the front desk at the North Duke St firestone in Durham and won't be coming back.

I dropped in for an oil change on 12/19/2019. I spoke with a technician that assured my work order could be completed by the end of the day and made sure that my contact information was in the system. He stated "He would give me a call when my truck was ready for pick up, approximately 3 hours. "

Three hours went by, the store closed and not a word from the store about the handling of my vehicle. So now the technician not only lied to me about being able to complete my service, but I am being inconvenienced and without my truck until the next day.

I have been a long time customer of this store, even through management changes through out the years I have always had a personal treatment at this store until tonight which makes me feel uncomfortable trusting my vehicle with this store. This was irresponsible and unacceptable that I have to time out of my day tomorrow to get truck back un-serviced.

I look forward to a reply back from this complaint as I will be reiterating my frustration to the management of this store in the morning when I retrieve my truck.

Mike R., Durham NC