Firestone Complete Auto Care

Reviews

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

  Todd Ostendorf
4 days ago
Poor customer service. Made an appointment in the morning. Dropped off my car and forgot to drop off my keys. When I returned to check if someone attempted to take my car back, was told no and then they realized I didn't leave my keys, blaming me. When I responded, they also could have asked for my keys they laughed like it is not their responsibility to collect them. Then, they said "maybe we'll get to it?" Would you like to reschedule for tomorrow? I said it sounded like they didn't want to help me because why is it a "maybe". I would recommend people not to take their vehicles there. Worst customer service I have ever received at a Firestone.

  Jisela Hester
2 months ago
Came in for an oil change but ended up needing new tires for the front too. It was all done in less than 2hrs. Alex and Niki at the front desk were kind and courteous, letting me know what was going on. My only complaint would have to be the cleanliness of the bathroom, but it does have a changing table, so that was nice of them to provide for their customers. Will definitely be back for my state inspection in a couple months.

  Ed Rock
4 months ago
Appointment scheduling online was easy. Together we identified the problem and they fixed it. One of my Firestone tires was defective with a broken belt. I was initially told "We can't do just one tire" My response "Sure we can" I am not buying an extra tire I don't need. And so we did one tire. Folks were very helpful and got me back on the road. I am a repeat customer at this Firestone dealer. My only criticism is 1 hour and 45 minutes to replace one tire is a bit excessive. I will be back.

  Caring Sister
a month ago
Mr. Earl, the store Manager is very professional, knowledgeable and helpful! I recently met Ms. Nikki the service manager, she is a great asset to Firestone as is the service technicians! The customer service is why I continue to bring my vehicle to Firestone!

  Jeffrey Pyle
a month ago
These folks are FANTASTIC! Mr Earl was very professional and helpful in getting things lined up.Mr Alex did a great and timely job in the work.If I ever need service in the area again I guarantee that I will be here!

  Quintan Brassfield
a month ago
I set an appointment for nothing more than a tire repair. I show up to my appointment and am told I have to wait nearly 2 hours before they can pull my vehicle in. Of course I m not going to wait when I have other priorities. What s the point of making an appointment? And the nonchalant attitude from the woman behind the desk topped it off. Will never go to Firestone again.

  Jason West
3 months ago
They take forever, they are rude and I was just informed your appointment doesn't mean anything. I'm waiting on a simple alignment, I'm an hour and half in and they still haven't touched my car. When I inquired about it I was told I can just take my vehicle and go somewhere else. This is the worst Firestone I have ever used.

  Christopher Silva
4 months ago
They were able to get to me promptly with an appointment and ask all the right questions right off the bat. Dropped off vehicle and they contacted me with updates and notified me when my car was ready. It was a smooth experience with friendly, knowledgeable staff.

  GuxxiBlue
2 years ago
I would assure you, One Star would not come as an surprise to this location. Read the other reviews, please! To make a good informed decision if you would like to use this site for services. I wish I read the reviews first. I would say the customer service is not bad but it not the standard either. Team members using terms of endearment. Why? My experience with this location extends as far as the others "One Star" military Firestone locations. But this one includes just not knowing their capabilities which come at a premium price of wasting people time. I came in the day prior to get a quote for an oil change and schedule an appointment. I was very transparent about the vehicle, the tech (Shop manager, SM)spoke as if he clearly understood and stated we serviced these type of performance cars before. Well apparently not and may never will! This is an oil change..smh. When I arrived the next day, a lady customer was in disagreement with her bill, that should have been my first clue. They were not prepared for me bring my car in, no paperwork ready, no name, no appoint type ready to go. This was all the information we went over just the other day. That should have been clue number two. Meaning they did not research if they had the parts or equipment to do the job. The next question I was asked was "hey you mention something about an underbelly pan." I should have left at that point. But I wanted this location to be the unicorn. They are not! So, after 30+ minutes I get a call from the (SM) , " this job will take longer than we expected." "Do you know where the oil filter is, its deep up in the car." I replied "yes, I know where the oil filter is I have change the oil myself in about 35 minutes." (SM) Oh???? well my tech does not feel comfortable doing the job, you will have to take your car to the dealership." I replied did you take anything off? The SM stated no, which I am not sure if this is the case because you cannot see where the oil filter is without removing the underbelly pan. Time will tell or the dealership will let me know someone tried to remove the underbelly and did not proper install it back correctly. I also asked did they have parts to do the job, the SM replied "no they would have to ORDER THE PARTS," this is where the wasting of time comes in. They did not research or prepare for the job in the first place. I respect the fact that they did try...but this does not suppose to be a shade tree mechanic operation either. I would presume people that have waited 3 hours for an oil change is because they are waiting for NAPA or some one to bring in the parts, maybe. I would recommend that they stay better prepared for servicing vehicles and customer with schedule appointment paper ready to go. Also stop using terms of endearments. Maybe this location like others can use customer service consulting and training. No reason for a location to have so many "One Star Reviews" and be okay with it. Thanks for reading.

  Vickie Francis
3 months ago
I would give this first one 5 stars because Earl the manger took care of my problem after the Firestone in Williamsburg VA broke our window brake light during an inspection. Although the Firestone in Newport didn't completely fix the problem,, but aleast tried. Also, Earl was very polite and called me back every he said he would compared to Georgette in Williamsburg never called me back for 5 months.

  Scott Morrill
2 months ago
Timely and fast service. The lady working when I picked my truck up was very professional and courteous

  Tony Smith
a month ago
Great experience great customer service Nikki was wonderful she gave me updates and the recommendations for my vehicle

  Christopher Sabo
10 months ago
This place is a racket. This place is consistently a racket. I have no confidence in their business. Three weeks ago I took car in for service. They recommend a battery replacement and rear brakes work since my brake pads were a 3 on their print out. I had the battery tested at third party and they said it s fine. Today I take car in to have rear breaks fixed and they tell me there is nothing wrong with my rear brakes. So did they make up the previous evaluation. They have literally 0 integrity. I can feel my car sliding.

  Martin Pap
3 months ago
Had rear brake job, rotors turned, tires rotated, and inspected, all within a half day. Excellent & efficient work.

  Daniel Hammond
9 months ago
Asked for a spare tire to be mounted. They tried to mount the tire and then told me they couldn't mount the tire because they ordered the wrong parts. Still charged me over 400 for the labor and the parts even though services were not provided. Rude service at the front desk too. Also held my truck, wouldn't give me my keys, and called my CDR until I paid for services not provided. Don't go here, they will steal your money and not do their jobs.

  errol sahagun
5 years ago
So here i am trying to take good car of my vehicles... just a simple tpms light... so got my tires replaced and my sensor and a wheel alignment.. They returned my car back in the afternoon guess what!! now i got 3 lights added to my dash.. they did got rid of my tmps eventually, but recommending a diagnostic for $99.... i was like nah im good!!! (im a 13 year helicopter mechanic/instructor) so today i finally got a chance to check it out!! guess what!! they disconnected my MAF!!! looks like im not going back there again.... SO DISAPPOINTED!!!! NOT TODAY!

  Jessica Titus
a year ago
This has been a terrible experience. I took my car in for a simple oil change. Upon returning to my home my car smelt of burnt oil. Come to find, the cap at the bottom of my engine was not tightened to the correct torque. Oil was dripping all the way home and all over my driveway. I m not sure the type of people being hired, but this is not our first bad experience with this particular location. Service men come here every day and to think this can happen to another due to some careless mistake and ruin a car, is baffling. Either do your job correctly or hire the correct people who can actually get the job done. The customer service end with this experience was exceptional, he called a tow truck and they cleaned my engine. Whether or not the changed my serpentine belt is to be determined as oil was spilled on to the belt as well. I hope for others that come to this location have better experiences from here on out. As for my me and my family, we will not be back.Service: Oil change

  Tim Clark
a week ago
Nikki Roney did a great job getting us squared away. Thanks!

  Deniz Wesley
6 years ago
***Update: Had to change my review from 2 stars to 1! I made the mistake and had an oil change done here now. DO NOT TAKE YOUR CAR HERE!!!!!!! They broke my coolant tank, then tried to cover it up and tell me it came in like that. They catually broke my line off, told me that the thermostat must ve caused it, and wanted an additional $500 to fix it!!!! A car doesn t make it to the next stop sign with a disconnected collant line!!!!!!! And they actually suggested that I brought it in like that!!! Beware, they will break your car, deny it, and then attempt to charge you for it! Worst shop I ve ever been to, by absolute far!!!! See picture.I've only done my state inspections here but I'll find another place from now on. It's first come, first serve and, even if you show up when they open up, it'll still take them all they because they're backed up from the day prior. Not coming back.

  the_Toe31
9 months ago
Came in with what I thought was an alternator issue, the tech discovered the battery was completely done for and replaced it. Tested the alternator was perfectly fine and had me out within a few hours!! Highly recommend

  Reynaldo Magana
3 months ago
This place is horrible I came in for an inspection and they ripped off my windshield wiper off, they also tampered with my brakes and other things they created issues just so I can bring it back and get it fixed, I ve had other people go in for inspection and get they got they re tires popped with nails on the side they do this multiple customers this place needs to be shut down

  Bryce Livingston
a year ago
Their "first come, first serve" policy for state inspections is garbage. I dropped my car off at 8 AM. At 4:30 PM I called to get a status. Not only did they not touch my car, but they said that the only way for me to get an inspection is if I come before 7 AM to drop it off. I asked if I could schedule something for Thursday and they said no. I don't have the flexibility to just leave my car day after day in the hope that it's done. This is an unreasonable demand.Service: Oil change

  Anthony Polsinelli
a year ago
These guys had me order a part for my door telling me it was a certain price so I paid it. Well I found the part for half that and they refused to give me my money back even though I had a receipt. Told me my rear blinker was out multiple time and when I walked back to look at it they switched the story and said it was my front driver blinker which was working fine when I dropped it off. Also was told my airbag light was on and again it was fine when I dropped it off. Also told me my high beam for my left driver side light didn t work and when I walked back it just so happened to be a different color and that was the problem. I don t know what these guys are doing. Please do not go here

  Darrell Paille
a year ago
Vehicle was brought in for a state inspection. Location does not book appointments for inspections and is a walk in service, first come first serve. Arriving at 7:00 a.m. when the doors opened, I was the first in line to be inspected.. 5 hours later at 12:00 I was still sitting in the waiting room, wondering what is going on. I then questioned the service manager at the desk what the issue was? His response was the only state inspector in the shop, was working on other cars at the same time with the other techs. A simple 15 minute inspection sucked up 1/2 my day. No way will I ever use this location again, and I am stationed here. Would drive 30 miles in the opposite direction before coming here again. There is no concept of managing services in this location or any concept in customer care.

  J Lag
a year ago
I hate leaving poor reviews but I don't like being pushed into parts/repairs that I don't actually need. I went in for a simple repair and was being pushed into other issues that were made up. Little did they know, I've been a professional diesel mechanic for about 15 years now and I know what I'm talking about when it comes to vehicles and diagnosing them. I know that auto shops will take advantage of people and over charge as well as scare you into other "issues" that need to be dealt with immediately, but I never thought that I would see this on a military installation. I've heard from many other people about the same types of instances here as well. Very unfortunate.

  Marchana Holliday
3 years ago
Love this place! I frequently use Firestone and this location has the best customer service. Hands down! Karl is extremely knowledgeable, informative and professional. Personally witnessed a customer being disrespectful to him and he kept his composure and tact. I have had the pleasure of working with him directly twice and both times have been great experiences. This is now my go-to place for maintenance and tires!

  Aaron Pollard
4 years ago
Been having too many issues with this place and I keep going back because of convenience but I'm done for good. I've witnessed the manager open the place almost an hour late because, in his own words, he "fell asleep on the couch".I recently got an oil change and I have serious doubts about what exactly was done. As far as the courtesy check of my car, all of my tires were listed as having the exact same depth which seems very implausible. The last 2 times I've had my oil changed here, I was told the same thing about 2 different tires (that they were damaged, un-repairable and needed to be replaced, which I did for one but I said I'd wait on the other). So with one of my tires being fairly new and another of my tires supposedly damaged, there's no way that the depth should be so similar, let alone the exact same for ALL 4. That tells me that either I was lied to about the condition of my tires in the past, or that they didn't actually check my tires this time (possibly both).Also I was told that the rest of the things checked on my car were all fine, including my lights, even though I know that I have a headlight and tail light out (which I wanted fixed and actually told one of the guys about). So once again, either I was lied to, and these things weren't checked, or they're not thorough at all. All of this puts me in doubt about if my oil change was even completed as it should have been and I can't continue to give this place my business.Also, another nitpick is that my car seemed to be done at least a half hour before I was called because it was sitting in the parking lot and the guy at the counter seemed to be confused.

  T Watson
5 years ago
Very Honest, Very reliable shop. Customer for life!I have had several service appointments at Firestone Fort Eustis, and each time, I have been totally satisfied. Whether buying tires, getting inspections done, or more serious work. Most of all, I value their honesty & Integrity!I recently took my car in for some suspension work. Items were repaired, however the issue was not resolved, and I had to take it into the dealer to fix. Firestone gave me a full refund on the work performed, nearly $800 worth of work, fully refunded, due to the issue not being fixed. That is what I call honesty & Integrity.They have a customer for life on my part!

  Tom John
9 months ago
Charged $700, for a inner and outer tie rod end replacement. They charged me roughly $125 for inner and outer part it self. Where you can buy duralast or moog for between 35 to 50.

  Ken C
4 years ago
Previously I had great service from Firestone so I set up an appointment a week in advance, and after waiting for an hour they told me that they had sold two of the 4 tires set aside for me. I set up a second appointment for two days later and they had my tires and quickly put them on the car. When I hit the interstate to drive home the whole car started shaking like crazy above 50 mph. They were already closed so I had to drive the 75 miles home under 50 mph and spend an extra 50 bucks to get Wal-Mart to balance the tires properly. I won't be returning to this particular place.