Firestone Complete Auto Care

Reviews

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

  Muhammad Safal
2 weeks ago
I had an utterly terrible experience at Firestone Complete Auto Care located at 21800 Towncenter Plaza in Sterling. The employee named Renay was shockingly rude and dismissive. I had purchased a lifetime wheel alignment and balancing package Four years ago, faithfully adhering to the required maintenance schedule of every 5000 miles for alignment and rotation.However, when I went in for my scheduled alignment today, Renay adamantly refused, claiming they only perform alignments every six months regardless of mileage. Despite explaining that I was well within the mileage interval, he argued with me. Eventually, he relented and accepted my car for the alignment.Four agonizing hours later, I received a call informing me they couldn't perform the alignment due to my tires being deemed too worn. This, despite passing a safety inspection the previous day at another shop. I reluctantly agreed to replace the tires and rescheduled the alignment for two days later.But the worst part came when Renay insisted I pay for the wheel rotation, something I had never been charged for in the four years I'd been a loyal customer with their lifetime package. His demeanor throughout the entire ordeal was beyond disrespectful and left me feeling utterly dejected and betrayed by a company I once trusted.

  Kevin K
a month ago
This location is a joke. As a long time Firestone customer in many locations that I have lived, this is by far the worst out of all of them. Started going to this location because it's the closest to my residence. First time I received service here, the steering wheel and armrest was left with dirt and oil on both. Had to ask the technician to wipe off before driving off and he did, but with the smelliest wipe he could find. I have a 2 vehicles that had service there that needed to go back because parts were not replaced when told they were. The issues I went there with, were the same issues, had i not done my own check, would have been what I left the parking lot with. On one of those pick-ups, my keys were misplaced. The lady that works the counter had no idea where my keys were. I happened to look on the wall in their shop and identified my keys in another vehicle's work order slip hanging on the wall just outside their door. This last interaction took the cake. Went back for a wheel hub replacement that was under warranty and they held on to my vehicle for 2 days and told me that they were awaiting the part to come in just to tell me when I came to pick up my vehicle that they cannot complete the warranty work due to "impact damage" to another part. Why was that not communicated when I called, because they didn't, to see if my vehicle was ready or not. I asked for someone to show me the "impact damage" and they were unable and refused to take the time to do so when a lift was free to do a quick check at that time. Yall were the only ones that did work on this vehicle and I didn't hit anything. The part literally gave out on highway 28. I know this post is lengthy, but I have never had a good experience at this location and will be contacting corporate. I see that management is new to that location , but he is walking into a mess within that particular establishment. I cringe anytime it is a necessity to come here for service.

  pravin c.m
a week ago
My experience with Firestone Auto Care's lifetime wheel alignment package has been nothing short of a nightmare. Despite initially seeming accommodating, their service quickly deteriorated. On multiple occasions, they conveniently suggested replacing parts during alignment sessions, raising doubts about their integrity.Things took a turn for the worse when I sought alignment after changing tires from Walmart, with a mere 6000 miles on them. Despite their seemingly good condition, Firestone insisted I replace them, pushing their own tires at inflated prices. Refusing their offer, they conveniently refused to perform the alignment, claiming it was impossible due to the tires.What's infuriating is their blatant disregard for the lifetime package I'd already paid for. They seem to think they're providing a free service, conveniently ignoring our prior investment. When attempting to schedule appointments, they conveniently "forget" about the package, offering distant dates until pressed further.Adding insult to injury, an employee named Renei displayed shocking rudeness and incompetence during my interactions. His lack of basic customer service skills and professionalism further tarnished Firestone's reputation. Unless they address these glaring issues and overhaul their customer service, Firestone is bound to lose more customers like myself.

  amir shoja
4 days ago
MISALIGNMENT: This is the second time that I schedule for an alignment, as part of my life-long alignment service , that I purchased:This time around, their tech was going to be late and it got postponed. When I showed up, they didn t have anyone, despite the appointment confirmations d they didn t even took the courtesy of letting me know.Last time around, they just cancelled the appointment, again because in that they, they were too busyIt seems that they sold me a lifetime misalignment service .

  Abdul Wajid
a week ago
I had an absolutely dreadful experience with a Firestone employee, whose name I believe was Renay or something along those lines. This individual, who works at the front office, exhibited appalling rudeness during my recent visit for wheel alignment and balancing. Upon providing my name and mobile number, he seemed to realize I had a lifetime package, after which he treated me with utter disdain, as if I were inconveniencing him by utilizing a service I had already paid for. It was as though he believed I was begging for a favor rather than availing myself of a service I rightfully possessed. Initially, I contemplated leaving a one-star review on the Firestone website citing poor customer service, but upon perusing other reviews, I discovered numerous customers had encountered similar issues with the same individual. It's abundantly clear that this particular employee lacks the basic understanding of how to interact respectfully with paying customers. If Firestone management genuinely values customer feedback and aims to enhance their business, they ought to consider hiring personnel who possess the requisite customer service skills.

  Gabby
2 months ago
One of the best experiences I had at a Firestone! I had to bring my car there twice to fix a problem and the customer service was incredible. They are timely and upfront, I didn t feel lost when they explained what was wrong with my car. Jeff is a great worker and a wonderful person who respects the customer.

  QV Nguyen
2 weeks ago
My last experience, 3.29.24, was the worst experience I have had. I purchased tires online and arrived on my apptmnt at 11 am. Didn't get helped until 11:20am. My purchase order and email said the tires arrived at the shop but for some reason I was told they didn't have the tires on arrival and the only ones they had were premium ones more double price what I purchased. They couldnt find my order, so I guess the old bait and switch is what I'm left with. I'm forced to get them or I have to come back but I need them for work. They say 2 hours itll be ready. FIVE HOURS pass without any notice and when I come back the workers "found" my previous order but could apply it to my current order... I go home and in the next morning one of the tires they installed WAS FLAT! From a pulled value stem on installing. Its weird they charged me for a new valve stem on the bill in which when I asked about the manager said it was because of dry rot. Did they keep the old one in and charge me for a new or install a faulty part? I will never go to another Firestone again and will actively write up this sterling location notifying other customers.

  Megan Nguyen
a month ago
This place is scamming you and out to get as much of your money as possible. My boyfriend has a lifetime tire alignment policy with them his family purchased years ago. He came for a tire alignment after getting new tires and they told him they couldn't align his tires unless he replaced his tie rods. They ordered the parts and told him to come back the following week. He came in the following week at 10 am and they told him it would take about 2 hours to align and put in the new tie rods which they quoted him $600 for. He waited at the McDonalds nearby and after two hours they said it would take a bit longer. He pushed back his 1 pm doctor's appointment until 2 pm and ended up taking a Lyft there because the car still wasn't finished. At 4:30 pm he called them again and they said they couldn't do his car today because they also needed to do work on the steering wheel alongside the tie rods. He ended up having to take a Lyft back to Firestone just to not have any service done to his car, and they refused to reimburse him for any of the Lyft services. It's okay to not reimburse if they actually serviced him at the time they said they would, but instead they made him come back two different occasions, gave him inaccurate time waits, and then tried to tell him he needed another part fix otherwise they couldn't align (twice in a row). A total scam. Never come here; I am so upset at them wasting all our time.

  heather ZALIS
3 months ago
Purchased 3 tires this year and in 8 months I ve had to have each tire either repaired/replaced. Now one of the tires has gone flat again! Their response: cheap tires/hit something hard - really?!! They were the ones you recommended! Staff/Tech s unprofessional. I will be cancelling account and going elsewhere from this point to ensure my safety and others on the road.

  Brandi Atwell
2 months ago
Firestone oil change prices are now ridiculous ($99 full synthetic for a car and that includes the coupon). Recommend to shop around or do it yourself if you can. Even my local dealership was cheaper and included additional services. Other reason for the low rating is the difference in treatment of men versus women. Myself and another woman were pressured to pay for additional services that should be included (we thankfully didn t pay). Whereas a man requested a quote for brake replacement but was encouraged to youtube how to do it himself and was never given a quote.

  Muhammad Kashif
3 weeks ago
I wish I could give them 0 stars. Horrible customer service. I had appointments when I got there they told me I'm not in the system so I left. As soon I left I get an email your appointment has been canceled..... like really if you don't want to work quit your job or hire someone who actually wants to work.

  Rob Cosgrove
2 months ago
The service was excellent and Tom the mechanic was professional and thorough. Explained everything and took care of our needs in regard to the vehicle.

  james fitch
a month ago
The team went well beyond what my expectations were and solved an issue for me that I thought I would need to come back to have fixed. All the while they were friendly and patient as they were very busy. I observed them showing the same courtesy to all of the customers that came in. That impressed me very much.

  Niral Patel
a month ago
It was amazing experience and well explained about the other services too.Loved the quick work done on my alignment. Amazing.

  Phoenix P
2 years ago
I had high hopes in this place, as I was very pleased with their service. My car was diagnosed for a leaking seal.Unfortunately, when I got my car back, my spare tire department was left in complete disarray, as the spare tire cover had been opened and flipped over, shoving my College degree and stored clothes into the spare tire area. When I lifted it, I could see the stuff under it.It was left like that. Not cool. I m not sure why they d even be in the spare tire area but whatever. But really, guys, my wheel locks?

  C Love
7 months ago
Firestone Sterling saved the day! From my initial phone call to picking up my car, Sky delivered excellent customer service. We needed a new battery and she walked us expertly thru the process, even finding us a discount when it turned out we needed a bigger battery to keep the price low. Very impressed with the high level of service and attention to detail. We will be back!

  Ahmed Alfotihi
a year ago
I went to the lady there in store twice in the same day to change my oil and she told me there is no appointments till another 10 days from now. Although it was available online and I booked it twice sh said no .. they had so sort of issue with system. I just can't believe that they had no appointment for another 10 days. So I end up going to another store and they change the oil right away within 45 mints everything was done.

  Samovi
7 months ago
The service was fantastic! Sky was friendly and super helpful. The only issue was there was an accident at the main intersection there at the McDonald's and the parking lot became insane to try to leave. But that wasn't firestone's fault. It's just their location.

  Mary Flanagan
3 months ago
I damaged my tire nearby and they took me right away and did my repair in record time. They were very nice.

  Joseph Thomas
6 months ago
Dealt with Thomas Beeland who was more than courteous and helpful. A type of employee who would make me want to do business with firestone in the future can't say much more than he was who a company should employ to represent there brand.

  John Gonzalez
6 months ago
Dropped off 2 of my vehicles to get alignment and they always comeback saying they can't because I need to change certain parts of my suspension! I really ask myself that question to see if it's true! I also tried calling a couple times, the phone rings forever, and when they do they put you on hold without someone letting you know. Ontop to make matters worst the hold is for like 20 minutes and no one comes back to the line to ask you if you been or need help!Services: Air & cabin filter replacement, Exhaust, Tires, Steering & suspension repair, Wheel alignment, Brakes, Air conditioning, Brake service & repair, Battery, Oil change

  SonJa Boyd
9 months ago
Lola and Tom were great! Tom explained the functions of and mechanics of my vehicle to me. I feel better informed and more confident in my ability to hold a vendor accountable for maintenance and cost of services. Lola's customer service was exceptional. Thank you

  Kimberly Sorto
a year ago
I was so lucky to come across this place. I have to travel for work occasionally. If it weren't for them, I would have never made it to my job the next day. I had a flat tire, and they were able to squeeze me in. Lola was wonderful! Such a pleasure to meet, especially in a stressful situation. She made me feel welcomed and well cared for. I'll definitely keep using them in the future. Their location is super convenient for me as well. Highly recommend!Service: Tires

  Sandce Ferre
a year ago
just got my flat tire fixed earlier today.Sky was nice and helpful, she s the one checked and saw a nail on my tire.The repair was completed within 30 minutes or less, and Greg, the technician, did a fantastic job.I m so glad they are open on Sunday!Service: Tires

  TJ Bramblett
8 months ago
The service at this location was really great. The front-off e person Sky went out of her way to make sure I had a good visit and the technician (Ali) was nice enough to let me watch him work and ask questions. I ll be back.Service: TiresService: Tires

  Brendan O'Shea
a year ago
Lola and her team were amazing. I had made an appointment through Firestone s website. What a shock, a corporate website riddled with problems. The tires I selected weren t available even though the website sent me an email confirmation saying they were available and I was all set. Needless to say they dumped that problem on Lola. Her and her team moved mountains to make sure I was taken care of, and were very polite, apologetic, and empathetic through the whole ordeal. As far as Firestone as a company, I d give a C- rating. But for Lola s particular store, I d give an A++ rating. Don t bother with the website, just go directly through the store. Thank you to Lola and her amazing team.Service: Tires

  FX
a year ago
DO NOT GO HERE!What should have been an easy visit for a set of new tires turned into 4 days of lies and poor communication. They didn t even put all our lug nuts back on!!!!!The Resolv subscription is basically a blood path. Good luck getting a supervisor on the line to assist you, it s literally a 6 day wait.Do yourself a favor a go elsewhere!Service: Tires

  Kidus
a year ago
I went to two different shops for a tire balance service but my car never stopped vibrating at high speeds. My car was finally fixed after going to this firestone location. Balance was more expensive than other places but at least it was done properly.Service: TiresService: Tires

  Hasibul Chowdhury
8 months ago
Jordan the technician was very friendly and took care of my car like it needed to be. At the front desk, Sky was also very helpful and helped explain everything very well. Solid experienceService: TiresService: Tires

  T Topp47
2 years ago
Lola is awesome! She is so pleasant and very knowledgeable. Love this location. I didn't have to wait long to get my tires installed, about 2hrs total. They also let me know about issues going on with my car. No pressure, but just wanted to inform me so that I can decide what I want to do. I will definitely come back in the future.