Firestone Complete Auto Care

Reviews

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

  Katlynn Hunt
2 months ago
After years and years of service, this shop lost a lot of decent, honest crew members. This crew doesn t have the respect and integrity like the old ones. I had proof of them putting in poor quality materials in my car. Even when I brought it in for them to see their own mess, they wanted to hold my car for hours. Unfortunately my trust already depleted and I wasn t going to give them the chance to try and do a quick swap out. I simply just wanted my money back since I was also overcharged double for SPARK PLUGS. $25 per plug for it to be poor quality and knock offs. Their customer service is not for the customer. The options of handling the situation just showed they were covering up lies. I used to disagree with the negative opinions toward Firestone but now, the shoe fits perfect.

  Andrew Beverley
2 weeks ago
Horrible customer service. The Manager Chris accused me of cursing at his employees when my mother and another customer were inside to witness. Very unprofessional to make these accusations and it shows they care very little for their paying customers.They recently inspected my vehicle and I paid for a brake job for the rear. Now after their work my wheel shakes when trying to stop. This is an obvious safety issue as it increases the time to stop let alone the vehicle pulling in a different direction.They informed me my front rotors are now warped. Among a laundry list of other recommendations and issues (wheel bearing, tires) that were never mentioned to me a month ago as I would gave paid to have those fixed as well. The communication was non existent and these issues were never revealed to me until I brought it back in this past weekend.Take your business and money elsewhere as they do not prioritize customer service and satisfaction and treat you as a blank check!

  Sorie Scott
a month ago
Has to be the worst shop I have ever been to. If you thought about scheduling an appointment don t. Had an appointment scheduled a week in advance and was told that I should come back 2 hours after the time of my appointment. Absolutely not. Prioritize the work you are putting out. All I needed done was a state inspection and it took 2 hours. Absolutely ridiculous. Half the time my car was sitting and nothing was being done to it. I feel bad for the guys in front of me that were just there for an oil change and they waited 4 hours. I definitely recommend going somewhere else I was a first time customer and that was definitely my last visit.

  Peter Owen
a week ago
Honestly never had such a struggle at any firestone, my vehicle was in for a warranty diagnostic, I returned unable to get my car out due to the warranty guy sucking, yet all I asked the boss for was to get my paperwork out of my car. He told me yes at first but then proceeded to argue with me and told me to call chesterfield police, which I did and thankfully they recovered my paperwork from me. All I know is I'm never bringing any work here again when the own BOSS and MANAGER acts like a kid. Be careful apparently this guy gets grouchy after 3 lol.

  Raven Ashmodai
3 months ago
Update: the shop I had to bring it to was able to work with the limited warranty company and get all the fixes the car needed approved and done.I will not be returning here ever. I dropped off a car for an issue with a check engine light under a limited service warranty since I just purchased a car within the last month. The issue was fixed but they told me that I needed new front tires and an alignment. That was fine. I asked them to use the service warranty since I barely put miles on the car since I ve had it for 3 weeks and hadn t driven it enough to warrant low treads on the tires. It took them a while to do, fine, I understand that because it was busy. But I got correspondence from the warranty company saying that they needed more info and when the mechanic spoke with them he flat out told them that he wasn t going to honor the warranty for the work and I was recommended to take it to another shop so that s what I ve had to do. I had to act as a mediator between the shop and the warranty company and it was unnecessary.

  Amanda Austin
6 months ago
UPDATE: the owner response below did not actually cultivate any solution. They merely blamed us for not risking the drive back to their shop.------------------------Do not waste your time if you value your car and life. Took my car to get my brakes and rotors replaced. While I was driving home after picking it up, my car started shaking and there was a loud clanking noise. I went to the nearest shop and they found that Firestone had left a bolt off of the rear caliper creating an incredibly dangerous situation. This shop luckily was able to put in a bolt to ensure my safety. My husband called Firestone to complain and they couldn't care less. Earl, only offered to look at the car as if that would help anything.Service: Brakes

  Lalais Kaus
a month ago
Once again I was able to call last minute and get our kids car fixed the next day. First was the starter with our daughter. This past time was my other daughters battery. Always helpful

  Chelsey Schwier
a month ago
I have been coming here for years. I made a appointment for some work on my car to be done. I told the employee over the phone it needed to be done b4 the 13th as it was getting body work through an insurance claim. It has a leak and was worried about it and a nail in the tire that is a warranty through firestone. The appointment was made for today I was not able to drop it off last night so I called this morning to make sure I could still bring it in. The Store manager tells me that he can't look at the car because it's company policy that if it has an insurance claim on it they can't be liable. I said the claim is prossesed and just waiting to be worked on, and i already had a appointment given to me with that information know by the other employee. I say can you atleast fix the tire since it's warranty through firestone and I can't take it anywhere else he says what part of this conversation are you not getting. I called corporate they said there is no such policy saying that.I made a appointment with a different firestone they had no problem getting me in tomorrow.

  Rick Stockall
3 months ago
Had a blow out Saturday night around Richmond heading to Florida from Canada. No way I was going to drive the rest of the way on a donut tire. Google searched a Firestone tire shop nearby and was at their door upon opening at 9am the next morning. Mike served me first thing (obviously no appointment) and I was out of there in less than an hour. Thank you Mike for your professionalism and your pleasant demeanor.

  Eric L
3 weeks ago
I feel like I am being treated fairly and respectfully. Fast yet thorough work. No hidden surprises. I've been coming here for awhile and prefer this shop to others

  alisha lawing
4 months ago
My husband made an appointment three days ago for 9am this morning. We dropped the car off at 6am and left the keys in the drop box. The form we filled put online requested the car be picked up by noon. When we called at 1pm we were told by the "manager" that the truck was not even pulled in the bay, that they got behind. So you mean to tell me the time management is so poor that appointments are now 4 plus hours behind. Of course we need our vehicle in the morning for work. We were told we will get to it as soon as we can . I said thank you and was hung up on, no bye, have a nice day nothing. As I felt disregarded, I surely called corporate and do not feel one bitbad about it. I am not the only review on this location for this issue. Either there is a staffing issue or a time management issue. Neither of which are the customers issue. Something needs to be done. The manager should never call the customer back and say you shouldn't have called corporate on me. If I felt there was a need I certainly will, that's why there is a corporate number.

  Kim Marshall
a week ago
Kept the car the WHOLE DAY! Just to tell me that oil plugs are too haarrdd.So now I've lost 2 days of work because I have to take my car elsewhere.

  Elizabeth Forbes
5 months ago
My daughter blew out her tire today on 95. She is 17 and was 4 hours from home. Dylan and company did everything they could to get her a new tire and on the road as quickly as possible. Thank you for making this mama know her kid was in good hands!

  A Bullock
a month ago
At this point and time I'd give the Waldorf Firestone located in Maryland a 1 star.I came in Saturday afternoon to have a tire change due to a flat tire. They were busy and made an appointment for the next day at noon. My car didn't get on the lift until 1330. I checked out at 1555, almost four hours to change a tire!?? I had a 3.5 drive home. When I did get home I noticed they scratched my rims - looked like they used a screw driver to remove them. Called corporate and in the process of replacing time. Will update when rims are replaced.As promised UPDATE: District Manager in MD contacted me and informed me to go to Firestone in VA. Store manager Mike verified the pictures below and ordered a new rim. The rim was 12.9.22. All is good. Rating changed to a 3 star.

  audrey fellingham
3 months ago
Every Firestone I have gone to, the people do a great job of making sure my needs are met and listen to me about what I need done. I've never had to go back and have them fix anything they messed. This time was no different.

  Chandler
3 months ago
Had 10 am appointment. Waited 15 mins in line and told only one employee available so no ideal when my scheduled 10 am appointment would happen. I left never to return. Plus no coffee

  Teena Maree
4 years ago
I worked with Craig! ... I called in last minutes because I had a slow leak in my tire. He got me in right away. He explained everything he was going to do in language I could understand.. lol... He was great! I would come back.

  Marisa Kaczmarczyk
9 months ago
Don t bother. Made an appointment online for brake service, got there 30 minutes before the appointment to check in only to be told they couldn t fit me. The email specifically said If your requested appointment date becomes unavailable, we will contact you directly to discuss rescheduling to a time that s convenient for you. which is fine had they actually said something prior so I d have time to find another solution. Problem was understaffing in the shop which again is understandable but customers should be told. Best solution given was an appointment later in the week.

  Christina Herrick
8 months ago
Had my husband's car in at 9 and mine at 11. He didn't get his car until 12 and my car was held until 5. We called to find out what was going on. They said they couldn't tell us and would have to find out. They then called back a half hour later about my brakes. It took 6.5 hours to find out about my car needed brakes replaced then told us it might not be until tomorrow but they will "stay late" for us. They told us to be here by 6 for the car. We ended up leaving after 7. The highlights were the tech made an uncomfortable joke about us wanting to get our car done tonight. Then Chris who helped us have a discount because he "felt bad" but then threatened to take the discount away because I told him I was really upset and explained why but apparently you're not supposed to do that here.... A discount is just to shut you up.

  Amanda Bird
a year ago
This establishment is unprofessional and untrustworthy . If you value your time and personal belongs please do not bring your car here . I usually don t write reviews but this was one of the worst customer service experiences I have ever had . Not only did I have to wait a day plus for a tire change and alignment , mind you I had an appointment at 9am . But when I go pick up my car I noticed money had been taken from my console so we let the establishment know about the situation . The first sales rep (joseph) we spoke to was very professional and understanding and ended up offering us a free oil change . He let us know we could bring the car in but i did not feel comfortable dropping the car off given the previous situation so I called back to let them know I would like to sit and wait for the oil change to be done rather than dropping it off . This time we spoke to Chris, the manager. We tried to explain why we would prefer to wait for the oil change rather than leaving the car , he proceeded to tell us we would need proof of the money being stolen and they believe their techs otherwise . Now that s totally fine if that s how you choose to handle the situation with your techs but as a manager you need to do better for your customers. We were already offered a free oil change so did not understand the need to tell us we need proof and they believe their techs , it was unnecessary and basically insinuated we were lying . Have some understanding or at least act like you value your customer . To then follow the call by telling me to not bring my car there and hang up on me is complete disrespect . Chris you represent Firestone , do better .Service: Tires

  Joshua Bryant
3 months ago
Awful service. Left my work van on a Monday for an oil change. It s now Wednesday and it still wasn t done. Was told it would be done first thing Wednesday morning because I needed it for work. Awful

  David Jones
a month ago
Very courtesy employees. Had appointment and was taken in on time and work completed efficiently.

  Nicole Padgett
7 months ago
Arrived at appointment time (10am) for a state inspection. Car wasnt pulled into the bay until (12pm). That was only after I said something to tge attendant. Excuse was being behind. What is the purpose of an appointment??? At 1240, there is a problem with the brakes.If you have nothing but time on your hands this is a great place to sit around and wait.Service: Tires

  Shakita Cook
10 months ago
Got my oil changed here yesterday, and of course that wasn't the only thing wrong with my car. Yet, Earl took care of me and made sure I got the most important tasks done. Dylan was super nice and helpful at the front desk and Shawn did a great job on my car.Services: Tires, Oil changeServices: Tires, Oil change

  Drew Bonds
10 months ago
Went to get a tire patched. When I picked my truck up the next day the power steering assist, autotrac, and blinkers weren't working. The workers at the location straight up lied to my face and said all that was already damaged when I brought it in. Be careful with these guys. Everyone messes up at work on occasion, but they refuse to take responsibility for it here. Definitely check your car out afterward if you bring it here.Edit: having combed through some of the other negative reviews, it seems that their dishonesty is a pattern over at least the last year. Others also reported being lied to, blamed for employee mistakes, having items stolen from their vehicle, etc.

  Oliver
9 months ago
Came in for lifetime alignment. Told me upper control arms bolts were siezed and they couldn't get it aligned. Drove home and broke the bolts loose with a 19mm wrench by hand. Bolts were already loose on the passenger side where I assume they loosened and forgot to tighten back.Now I'm here for the alignment the second time. If the appointment is scheduled at 9am, why is it after 10am before it ever gets to the rack? LolTruck seems to feel right driving it after the second time, but they could not give me a printout to confirm.Service: Wheel alignment

  Nia Nelson
2 months ago
I had an emergency and Firestone was a one-stop shop. Thank you for your service to the community.

  My KingThoughts
6 months ago
Although I had something wrong with my car they communicated They took care of my car and great service. The Big boy didn't get his name but trust me he is the only big brother, I appreciate you...

  Donna P. Swan
4 months ago
I've been treated professionally and kind and the service to my car is fantastic

  Taylor Irvin
a year ago
I dropped my car off on Friday the 3rd and they have communicated with me zero times since. The only way I've been able to speak to someone is if I call, and even then they will not answer. If I could go there during business hours I would but I work mon-fri. Today I have called a total of 5 times throughout the day hoping I was just calling at bad times. Tomorrow will be the FIFTH day of having my car and I have no idea what is going on.The least they could do would be to answer the phone and tell you why they're charging 2k for what originally would have been a $400-600 fix.Service: Brake service & repair