Firestone Complete Auto Care

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Lindsay Herring
a week ago
Car had broken down and I asked to have it towed there, having previous good experiences with Firestone. They were able to accommodate the vehicle, explaining the tests they would have to run and repairs to be made. They kept me informed and offered services to help minimize my cost.Will be a returning customer!

  Janelle J
3 weeks ago
My experience at Firestone at 10014 Monroe should be the gold standard for all auto service locations throughout the auto brands!When I arrived, Seth pleasantly greeted me and registered my car and I. He shared that he was in training which to me demonstrated excellent communication and also managed my expectations of him. While checking me in, he confirmed his moves with Jordan, which also speaks to their internal communication and training style. My appointment was made for the next day.When I arrived the next day, I was was checked in by the store manager, Kendell to came out as he noticed that Jordan was working with someone and didn't want me to wait.Here is the amazing part!While I was waiting for my car to be fixed, I witness JORDAN deal with a disrespectful and condescending customer with patience, respect and grace. Right after that customer, was another customer who passively took out their frustration on JORDAN and he again handled with grace, respect and excellent customer service!I then had an awesome conversation with the manager, Kendell. He educated me and dispelled myths that other auto service locations had shared, no doubt in efforts to get additional funds from me. He didn't rush me out, he SPOKE to me not through me like many other experiences I have had.NEVER have I had such an awesome experience at an auto care location, this reminded me of the times long ago you hear stories told where everyone knew and respected each other at general stores and such.I received excellent customer service, and education and the auto technicians did GREAT work on my car, I mean I wanted to bring them donuts when I left but didn't have time.If you have to travel to this firestone location, do that!Jordan, Kendall and Seth, and the auto technicians.... GREAT JOB!

  Kenneth Smith
2 weeks ago
Recently bought 4 tires and had a wheel alignment performed today. Fast service. Knowledgeable front desk personnel. Tech made me aware of upcoming recommended services. No pressure sales. I went ahead and scheduled an oil change for this afternoon when told about oil change promotion.

  Jeff Aughenbaugh
2 months ago
Good people work here. Knowledgeable, great communicators, friendly.However, there was a supplier issue on the Sunday of my appointment (technically not their problem, I get it, but still), I left six hours later with a squealing power steering pump. Part was ordered, arrived 4 days later and the problem was fixed. Thank you.The team did a great job addressing issues that my 13 year old car needed (nail in the tire I didn't know about [warranty], lifetime alignment performed) while I waited. Thank you again.Unfortunately, the prices are too high. Estimates for repairs recommended were lower at other shops. I understand that you need to eat, but I do too.I will return for my lifetime alignment, and to see friendly faces, but that's it.

  Christopher Paxton
a week ago
This location is always friendly & professional. No matter the circumstances - whether it s scheduling mishaps or being short staffed in general. They re also very informative to all guests ; informing of any upcoming services that may be needed ahead of time, so guests can plan accordingly to make their appropriate actions. I, personally, have been coming to this location for a couple of years now.

  Phillip Crownover
a month ago
When I left they didn t tell me they stripped my lug nut on my front tire. I read my emailed paperwork and it said they couldn t remove it because it was cross threaded. It was fine when I brought it in. Also the last service on my tires was at this Firestone. The lug nut was left half way out and damaged when I left. What s worse is the $263 they recommend to fix it when they broke it. Thanks but no thanks . Not a happy customer. The service tech didn t mention any of this as I paid for my services. Nothing to show from this visit but another bill. Customer service center Online said they couldn t find any information on my work order what a jokeaddendum.After lots of E-mails and wasted time Firestone called and fix the car with no charge. Still a headache but I guess we re square.

  Alex Weber
2 weeks ago
I highly recommend this Firestone location for car services! Frankie, the service manager, is fantastic, and the staff is super friendly and knowledgeable. Felt completely at ease having them work on my car. Great experience overall!

  Joseph A
a month ago
I used to highly recommend Firestone to my friends, family, and customers because of their expertise and excellent service. However, I have recently been disappointed with their level of service. On multiple occasions, I have made appointments only to wait for hours until the work actually begins. It's frustrating to have to remind them that we can't wait for hours for a simple oil change or battery replacement. Consequently, I have started directing nearly 150 customers to Firestone's competitors due to the poor customer service experience.Furthermore, the quality of work has also been disappointing. Many times, the work is incomplete, rushed, and requires additional fixes elsewhere because it was not done correctly the first time.Overall, I am deeply disappointed with the current state of service at Firestone. I can no longer vouch for their reliability or recommend them to others.

  Brittany Renwick
3 weeks ago
Came in for an oil change & an inspection this morning- the staff is friendly & my services were timely & affordable!! Thanks for not wasting my day! And the coffee place next door is super delicious and good way to wait on my car!

  Slimshadyta
2 weeks ago
Walked in today with no appointment and the staff did not hesitate to still accommodate me got out within an hour and a half and went on with my day. Great team, great place to get your car worked on!!

  Cure CureL
3 months ago
I was fortunate to get a next-day appointment, due to an unexpected issue with my car. I was greeted immediately upon entering the store. Tinika and the young man that closed out my invoice were absolutely awesome. My unexpected repair was completed satisfactorily, and there were no additional costs to what I was told to expect.

  Leah Dacumos
a week ago
Frankie was very helpful and courteous, the second time he has helped me. He explained well what needs to be done. Hoping that he'll be there in the event that I will come :-) Thank you Frankie and the rest of the Firestone Monroe Team.

  Elisha Polk
2 months ago
The last appointment was easy to schedule and reasonable completion time. The work seems to have been done thoroughly and professionally. When I arrived Tanika helped me get checked in and was the one to help me throughout the service process. I appreciate her time and knowledge.

  M
5 months ago
I had been going to this location for many years, made an appointment for an oil change. When I got there, I asked for washer fluid. When I paid, I noticed the bill was higher than usual, but I had a new vehicle, and I thought maybe it was more expensive. Anyway, after I left, I looked at the bill, they charged me for windshield wipers. I have a vehicle that is less than a year old. I promptly called the store, they told me to call back in a few days to talk to the manager. Contacted the main company, they referred me to the store. Long story short, I got new wipers that I didn't want or need, they did nothing about it. I won't go there again.

  June Summer
2 months ago
I am so very pleased by this store. I recently have been to Firestone on Monroe RD to get an oil change. I was there watching the service manager navigate through that store extremely fast with excellent customer Service. She constantly checked in on all of the customers making sure we were okay. Giving updates on all of our services on our cars. Tenika was not only the best Service manager I ve seen in 3 years of coming to Firestones in North Carolina She was also the ONLY one running that store by herself at the time. The ONLY one inside operating. I gave her a hug just to let her know how pleased I was with this service on Monroe Road. Thank you so much Tenika Forte.

  Todd Fuller
3 months ago
I really appreciate the work by the technician, and Tenika Forte especially - she made the visit very efficient and quick. I took one of three of our vehicles in - 2016 Chevy Silverado - for lifetime alignment check. Tenika even had the technician quickly reprogram the TPMS sensors to correctly match the wheel position, when, the day prior Rick Hendrick City Chevrolet failed to do this. I took this vehicle to this dealer for some dealer work the day prior, and had a complementary oil/tire rotation there; but from a prior experience at this dealer, *specifically* requested in writing in their appointment request, and, with their service advisor to re-program the TPMS sensor positions after rotation, because, when they did NOT do that after a March visit there for dealer work - I took a nail a week later and could not tell which tire was leaking fast enough in time before it went flat..... Ridiculous that a Chevy dealer can't get it right, two visits in a ro.. But thank you Tenika!

  Dj Stover
6 months ago
They do quality work and their customer service is superb, but I won't return. Set an appointment at 10:00am and got my car back at 6:00pm for replacement on 4 tires. Apple Northlake did all 4 and placed my spare in, for my highlander in 3 hours. Fix the time and this is a 5 star Firestone. JUST MAKE SURE YOU DO A OVERNIGHT DROP OFF OR COME THE NEXT DAY DO NOT SIT AND WAIT FOR IT.

  Alison Bruinius
2 weeks ago
Frankie and Ethan were such a big help today made it really easy to understand everything and got me out within a reasonable time definitely plan on coming back here to get all my work done

  O.Gayle DVM
2 months ago
Greeted as I walked in. Quickly got me checked in even without an appointment. Did not feel the wait was very long. Both gentlemen at the desk were very nice.

  James & Kasey Grams
8 months ago
Do not trust their diagnostic tests or go here at all!!!We took our car here to get its AC fixed. They charged us ~$120 for an AC diagnostic and quoted us ~$250. We asked if this would fix the problem as this was near the tail end of our budget for this repair. They said it would, and we, mistakenly, trusted them. Midway through repair, they called us and said they found another problem. It would now cost $500. Reluctantly, we agreed. Their "diagnostic" had failed to recognize this problem. They called us and let us know, incorrectly, that our car was fixed. We paid and left.Three minutes after leaving, the AC stopped working again. We brought the car back in. This time, they stated it would cost another $1,200 to fix. The initial quote of $250 total estimated after they ran their AC diagnostic had now risen to a total of $1,700 after they had incorrectly diagnosed the problem twice. We declined and asked for a refund given they did not fix our AC when their diagnostic told us they would - when we asked and they told us they would - when they told us it had been fixed upon giving our car back.Their response was that there was no way they could have known about this until doing the work they charged us $500 for. So there you have it - their diagnostic tests don't find the problem, and they will tell you they will fix your car and have done so, fail to do so, and then still charge you for their failure because they did some work on it. Don't trust them when they say they'll fix your car. They don't know the problem and their diagnostic tests don't find them! Then, they'll say the agreement was never about fixing your car, but about specific line items (which they told you that would fix your car without ever indicating they might not be all that's needed).The Firestone Triple Promise webpage states: When we promise something to our customers, we ve got to deliver." Nothing could be further from the truth!Service: Air & cabin filter replacement

  Jamiee Carter
6 months ago
Im being very generous by giving two stars that they dont deserve. I usually go to another location but because this was closer I thought it would be a smooth and easy experience for my oil change and tire rotation. I had an appointment at 8am, when I walked in I waited 10 minutes before writing down my info and leaving my car because no one was upfront. The advisor in the back just sat there. I had to call 40 minutes later to see if anyone had checked my car in because I got no notice. When they finally checked in my car they had someone else s information linked to my account. After doing a vehicle inspection they called to tell me I need brakes, I declined and picked up my car. The next morning a check vehicle stability light comes on. I hadn t driven but 6 miles since pick up so I go back. The advisor upfront goes to the window and tells the advisor outside what Im here for and instead of them actually looking at my car she yells from the back that has to do with the abs brake system she needs to go to the dealer! So a light related to a service they recommended came on and had I gotten my brakes done and that light came on they would have been able to fix it but because I denied the service now have to go to the dealer. Such unprofessional customer service and lack of care.Services: Tires, Oil change

  Scott Holleran
5 months ago
I should have known better than to come back after a VERY expensive non-repair that required multiple visits to not fix the problem even though the real fix was the first one I suggested (change the brake lines), but the real kicker is that they take all day to do an oil change that I had an appointment for, don't have your car ready at requested times despite agreeing to them, and almost never call to let you know your car is ready even though they'll get upset that you called to check the status. Guess I'll have to leave my car overnight... again (yes the second time - shame on me)

  Crystal Molina
3 months ago
The employees were extremely helpful and responsive. Customer service was extraordinary. The technicians worked diligently and service was rendered promptly.

  Madeline Rousseaux
5 months ago
Had the best experience here! Got a flat and came in right at closing time, however, the manager and his team were so kind and helpful. Definitely recommend

  Ben Leach
8 months ago
Called and made an appointment on Wednesday 7/19/23 for 1:00pm on Saturday 7/22/23. Drop my car off for an oil change and tire rotation at 12:55pm. Guy asks me what time do I need it done by. I told him that I just need it before they close (6:00pm). Guy tells me sure thing and I go on my way. I call around 4:30pm for a status update. Same guy asks me if I can pick it up tomorrow. I told him no, I need my vehicle tonight, and that i previously mentioned this. He tells me there is no way they can get to it today. I told him I made an appointment. He tells me everyone made appointments. I pause for a moment, waiting to see if he is joking. He is not in fact joking. I ask him if he was the one who made all the appointments. He said yes. I pause again, waiting for some kind of realization that he was in the wrong. Nothing. I ask him how many appointments are set for tomorrow. He tells me that they are pretty slammed but they can probably get it done without an appointment. I ask him if he is serious. He says yeah man. I went and picked up my car at 5pm. Find somewhere else to have your auto maintenance done. This place is pathetic.

  Abbie Marie
8 months ago
Took way longer than necessary, I waited 4 hours to have a single tire changed and not check for an alignment. Probably would have took even longer if i didn t bring myself to the store, and it s good think i did because they finally starting actually working on my vehicle. That s crazy because they were suppose to be working on it for the past two hours ! This caused me to be late for work at 5:30pm when it original came in at 1:00pm! very disappointed, they also tried to get me to pay for all these extra unnecessary repairs. No thank youServices: Tires, Wheel alignment

  Kelsey Hagon
a year ago
Tenika was one of the associates that was helpful and patient with me in learning some of the issues my car was experiencing. She recommends auto repair services to avoid major problems with my cooling air system. I came in because my windows were not working, and she found some other issues within the diagnostic. She explained that it was normal wear and tear; however, it would cost less to repair them now than later. As a woman, I felt more comfortable and proud to talk with another woman on a subject like cars that I do not know much about. I highly recommend this store because of the staff, inclusion, and professionalism.Service: Auto engine diagnostic

  SERGIO C
6 years ago
SLOW SERVICE. I went at 2:00 pm for regular oil change, they said will be ready at 6:00pm!!! So I booked for other day. Even with appointment, I was there for 1 hour and 45 minutes. Just oil change??!

  Daniel Sirois
a year ago
If I could give a 0 star rating I would. This place is a joke. I made an appointment for 9:00am Wednesday to get my brakes fixed 2 days in advance, as I have a trip I was going to be taking at the end of the week. I arrived on time and dropped off my vehicle. The man at the register asked me what time I wanted to pick up the car. I told him I work nearby and would be back at 6:00pm to get the car. I thought it was strange that I received no phone calls or updates about the work all day, but proceeded back to Firestone at 6:00 to get the car. Upon pulling up I noticed my car was parked where I had left it, which seemed odd but no worries. Upon entering the building, there was nobody in the waiting room or register area for 15 minutes. When the lady finally came out, she asked my name and what I kind of car I had. I told her and she shuffled through some papers and said, they never looked at it do you want to leave it overnight? . I told her no, that id be taking my business elsewhere. To have an appointment days in advance and to give them 9 hours to look at it and not even get that is astonishing to me. Don t waste your time with this place.

  Addison Verdell
a year ago
Terrible service and experience. I came into the store Wednesday and made an appointment for Friday at 1 PM and was assured it would take an hour from that time. I came in Friday and not only was my appointment not in the system, but they never order the part and put me back 3 and a half hours. I understand being backed up, but this was ridiculous. I gave them two stars because they did give me a slight discount, but not enough to overshadow bad service.