Firestone Complete Auto Care

I am sending this letter because I have had issues with this store (307228) every single time I have brought my car in for service.  I have kept quiet and tried to have understanding and patience.  In the past I have had issues with bringing my car in for service and it not being touched along with not being notified with any updates.  I know this to be a fact because the manager voiced her frustration while working with me in the store stating that people are barely getting work done when she is not there.  However, this past occurrence has me furious. The invoice number is 217115.  

I called the Firestone store located at 7985 Centennial Dr. Memphis, TN 38125 on Tuesday, January 24, 2023.  A woman answered and I told the representative that I needed to make an appointment to bring my car in to fix three issues.  The driver side front headlight was out, my "Service Engine Soon'' light was on, and I needed new brake pads which was previously recommended.  The representative told me that the person that performs diagnostics would not be in until Thursday.  I stated that I will drop my car off Thursday and the rep told me that the store opens at 7:00am.  

I arrived at 7:05am Thursday and the doors were locked.  The store did not open until after 7:30am.  I told the male representative that was present that I had an appointment for the three things I needed done.  The first thing he tells me is that the person that does diagnostics does not work on Thursdays.  Then he looks up and confirms the brakes that needed to be replaced.  Lastly, he gave me the price for my headlight.  I stated that I did not realize it cost the amount he quoted me and he explained why.  I stated that it was fine.  I NEVER stated that I did not want it done.  I called for an Uber to leave the store.  

A voicemail was left later at 3pm that my car was ready and he had not been able to call me before.  I arrived back at the location before 5pm and a female representative was at the store.  She tells me the brakes were done and "informed" and  recommended to have the headlight replaced.  Now I am very upset because I walked in to have three issues fixed and only one was completed due to this store's negligence.  She proceeds to tell me I did not want it done and they can pull the car back in but it is going to take a while.  Firestone has had my car since 7:30am for a headlight.  Why would I want to sit and wait?  When she told me that she was going to notate that I declined the service, I raised my voice and I told her I walked in the store for 3 issues, the store lied about having someone do a diagnostics on my car, then failed to fix my headlight, and wasted my whole day.  She tells me I can talk to the manager the next day.  I've talked to the manager before and all the manager is going to do is apologize and maybe find a discount.  I do not want a discount.  I want to be properly served.

Since this incident, I took my car to another company to resolve my issues.  The representative at the other company called me right when my car was finished and the headlight was actually much cheaper than Firestone.  It was never about the money.  All I wanted was quality service.  This company showed that on my first visit so I will continue to go to them for service.  I will never spend another dime at Firestone.  I am doing a balance transfer from my Firestone Card to zero the balance and I will never use it again.  This is unacceptable.

Anthony Stallings II

08/11/21
Location address
307228
Firestone Complete Auto Care
7985 CENTENNIAL DR
MEMPHIS, TN

I went online 08/10/21 and scheduled a service appointment to the local Firestone less than 5 mins from my home. I arrived at the location on time for my appointment and gentleman gathered my info and confirmed my appointment and sent me that confirmation to my email. His name may have been Justin. I was told that someone will contact me on what they fine and go from there. Hours past by and I still saw my vehicle parked in front in the same spot I left it. I called and a lady name Patricia said that my vehicle was next in line and someone will contact me. Still no contact. So I drove up to the location to see what was going on because no one was answering the phone. Patricia greeted me and explained that I needed a battery and apologized for not contacting me because she was by herself.

My point is why set an appointment only and wait 6 hours for my vehicle to be seen only to tell me it was the battery. Not care enough to call and let me because my time is money and that's my company vehicle. I usually don't file complaints but this missed opportunity I could not let slide. Customer service is important because I to work in customer service and you have to make sure you take care of your customers. I expect to here from some one regarding my concern. The Triple Promise (Fixed Right, Priced Right, Right on TIme) I did not receive at this location.