Firestone Complete Auto Care

Reviews

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

  Ben Rogers
a month ago
My experience here was not a pleasant one. I am going to recount the entire thing so you can see the many times the ball was dropped by this shop.My truck broke down while driving from Chicagoland to twin cities late on a friday and this shop was unfortunately my only option for a place open on the weekend. I set an online appointment for the next day, to which the guy at the shop replied that "they would try to take a look at it" so much for honoring appointments I guess.They said they would be in touch, but the communication was horrendous. Nobody got back to me that day about what was going on so I called about a half an hour before closing on saturday to see what was going on. I was told that "we think it's the fuel pump" and that they would be in touch with the price on everything.The next day on Sunday I was able to get a ride back to IL and again, no call from anyone at the shop so I reached out to the about an hour before closing to see what the deal was and they told me they have an idea of what it is but nothing is priced out right now so nobody could tell me anything. Again, they told me someone would be in touch.Finally on Monday, they called me for the first time and let me know that the fuel pump needed to be replaced. They also proceeded to try to sell all sorts of bogus repairs in spite of me being in an emergency situation, telling me my ball joints were loose and that my oil needed changing in spite of the clearly visible sticker on my windshield saying that I am far from due for an oil change. Clearly trying to sell me stuff I don't need. I tell them fix the fuel pump and they said it would be ready by Tuesday.Tuesday rolls around and *again* no call or word from the shop, so *again* I reach out to find out what the story is. The guy answers and tells me they ordered the wrong fuel pump and the new one won't be here until Wednesday so now the vehicle won't be ready until Thursday. Now I just want to be done and not have to deal with these people any more as I am rapidly loosing faith in their ability to do anything correctly.So come thursday they actually call and say the truck is "ready". I get up there and the mechanic informs that they tried 3!!! different fuel pumps for my truck until they got the right one and now alarm bells are going off as they are coming off as incredibly incompetent. Still not sure if the correct one was installed.When I asked why they kept getting the wrong one, the guy at the shop said "well there are like 11 different versions of your truck" which I found absolutely silly as there is this thing called a VIN number that you can look up through a basic search to find out everything about a vehicle. Apparently nobody here thought of that.After they lock up the shop, I went to leave and my accelerator was ON THE FLOOR. Literally no tension at all in the pedal. This was going from a dead stop and my throttle cable now had an entire inch of slack on it. This was a massive safety hazard as I can't quick heal-toe to get to my brakes and my foot on the accelerator is now well below the brake pedal, taking away precious seconds if I needed to stop quickly as I had to take my foot fully off the floor and raise it about a foot to even get to the brake pedal.On top of all of that, when I arrived home and opened the back of my truck as it has a cover, someone apparently made their way in my truck, laid down some heavy polypropylene plastic and then lit a fire on it in my truck. I have a massive chunk of melted plastic as well as trash in my bed along with cinders and scorch marks now, so that's fun.I will NEVER be using Firestone, Bridgestone or any of their subsidiaries again and will be informing everyone I can speak to about my experience with them so they don't have to face the issues that I dealt with. The lack of communication, lack of paying attention to detail and lack of taking responsibility at this location was simply appalling and I hope you ever have to experience it.The response to my review is also a lie, nobody contacted me back after I emailed.

  Rosanna Lopez
3 days ago
Brought my car in for a new battery it need a jump start my boyfriend noticed they hooked wrong the cables and blew the battery fuse. They order parts that they blew the next day my radio is not working brought the car back Jordan treated me as if I was lying about my car radio not working and Jordan treated me so horrible very poor customer service said on the invoice I was being hostile I think a video show different. I was planning to get more service done there but the way I was treated by Jordan and treated me as a liar my trust for the auto shop went out the window! I just hope my battery will still work! Jordon needs to grow up and not act like his small shoes size and not being in customer service because he suck at it

  Rhonda Kisting
2 months ago
Helpful friendly customer service. With an appointment my tire rotation was smooth. well cleaned shop. nice waiting area.lots of off street parking. They do a throw inspection on my car and they give me a printout of everything that needs to be fixed. Excellent work.

  Matthew Donovan
2 months ago
I went into this Firestone location twice in the past 34 days for related issues (battery and alternator). The first time I went in I asked them to check the alternator, but they only diagnosed the battery (and an additional $1800 in unrelated repairs). I scheduled the second visit 30 days after because my alternator died. They fixed this issue at the time and added an additional $100 in unrelated repairs. I believe that this location was negligent in the first set of repairs by not reviewing all issues I asked them to inspect, and caused additional losses due to taxi fare and time off work because they could not resolve the issue the first time. They did not offer any discounts or compensation due to their own errors in missing this issue the first time. Additionally, the wait time of 3 business days is obnoxious compared to other local businesses with same-day service. I am unlikely to use Firestone for future business, and will advise other friends and family to avoid them.EDIT #2: I responded to Firestone directly as requested back on 12/18/2023, in addition to the completed survey (on 12/8/2024). Still have not received a response as of 2/13/2024.

  Tim
3 months ago
Sometimes good service, sometimes eh.Got a decent deal on all 4 tires, the con is no matter what they will always try to sell you on all 4. They have done this to me twice, once I even asked for 2 and they put on 4, I was in a hurry so I just bit the bullet.I also took my car in for an allignment once. I do my own oil changes and reset the oil life setting on my dash. For whatever reason, when I took in my car, they reset the light. Not a super big deal but annoying.They also have other people sometimes pick up the phone if the shops busy, like people in customer support cubes. For a tire store I don t think that s really a good idea since the person your talking too sometimes isn t in the shop.. I d say this place is ok hence the 3 stars.

  Bryan Sabella
4 months ago
Had a miscommunication with a service advisor Steve which was probably mostly my fault. Resulted in a bill much higher than I thought it would be. Been here a number of times and Steve has always seemed like a very solid dude. The manager Jarrid went out of his way to knock my bill down to something I could manage. Every encounter I've had with him I've been thoroughly impressed with his positive attitude and customer service. They probably have the same staffing issues as everybody else these days so you may not be able to get a next day appointment when you have an emergency, but other than that as someone who used to work in repair shops myself I have to say they really seem to try to do the best job they can and treat you right

  brian sarenpa
3 months ago
11am appointment for 4 new Firestone All Season tires. The tires weren't there. They would arrive at 11:30 from somewhere. I left, came back at 2pm (3 HOURS LATER). Car in same spot I parked. Was told my car is next after battery install. Car finally taken in at 3:27pm. Completed 4:45pm. Nearly 6 hours after scheduled appt.

  Chlo�
2 months ago
One of the employees knew me personally and was upset at me for rejecting him so he cancelled my appointment. Super unprofessional. I hope the other employees are not as unhinged.I suggest going to a different location.Update: They reached out but I stated multiple times that I am uncomfortable talking on the phone. Not sure why they can't understand that and just email me back.

  Ship
3 weeks ago
They had my car for twice as long as was planned and it still wasn't completely fixed.I told them I needed it because I had to go to work . This was a Sunday a couple hours before closing.They let me drive off with it and then unsafe condition and with items that were not fixed that they told me were.The place I took it to a couple days later are the ones that open my eyes to the fact Firestone committed fraud against me.

  SC Cooper
7 months ago
If you are considering going here please don't. Very scummy people will overcharge you and try to get all sorts of things you don't need. I've been to a number of places to get oil changed/various other work done on my car and this is by far the worst place in Madison to go.

  Tonya Robinson
5 months ago
They don t even deserve 1 star. My husband had an appointment at 9 am. They close at 5 so we went there. They had not even started his car!!! After the guy had said it was already in the shop at 4:30! Unacceptable!!!!

  Tony Harris
3 months ago
Worst service ever! Messed up my car and when tried to get reimbursed for it they refused to refund me for THEIR MISTAKE! I WOULDNT RECCOMMEND THIS PLACE TO ANYONE! Also signs paperwork for you without your consent! Writes "verbal consent" on paperwork without informing you of what the paperwork is for!

  m k
2 months ago
For many years now,, we have trusted Firestone for our tire care and maintenance checks. We have always been eased with their service and care.

  Ms.G.
6 years ago
Hours later after my oil being changed, my tire was shut by a tempered slash. The Firestone tempered with my right rear tire they damaged my tire and try to insist to fix my tire not telling me the damage they done and telling my a quote that it will cost me $112.Of course i refused the service my tire was fine till i got there i went there for oil change not changing my tires.Ive learned the hard way on my account with their lies and horrible service.It took them over an hour to change a simple oil.Because of my past experience with firestone I refused the service on my tires since they didnt performed service successfully prior time on my tires yet i was charged for service they did not complete. Im dissatisfied customer. Wont go there again, so they can have another tire slashed. This is bs.

  Terster Roth
10 months ago
Starting to question their truthfulness... Long long time customer.Service is stellar. Employees are great and friendly. They even gave me a ride home a few timesBut over the past 2 yrs or so... They always seem to find $800 worth of repairs with their free intake evaluation which I now often ask they not complete anymore.Recently I got an ac check. My car was blowing warmer at times. I myself already replaced the compressor and evaporator coil.I was charged something like 80 for an electrical check. Was told there was a loose wire. I was also charged something like another 129 fir AC serviceThey recommend I replace the condenser fur 1200 as it was supposedly leaking. I said no and they gave me the car back exactly as I gave it to them... Complete with coolant still in the system which the law requires us remove if a leak is suspected.So 200.00 later and a quote for 1200 more... And I truly believe that they looked at what I already did, noticed I skipped a piece and viola... They have the fix recommendation.18 months later... Car still blows cool when not in direct sunlight. Still no leaksAnother time... The upper interior brake light was out. They quoted me 135.00 to change it indicating it's location makes it super challenging and time consuming. I said no. Went home, YouTube it... And omgoodness... I was done in under 3 minutes. There was a spot in the trunk. Easy access.So again.. I'm starting to question this locations trustworthiness. I think the make recommendations way way way too premature because they are more concerned about their bottom line than about their customers hard earned money.Sucks because they always seem so genuinely nice and concerned about you.

  Catherine Chandra Bahar Watkins
5 months ago
Fantastic service and, even better, compassion. I had a sudden warning light appearance; Jerrid made sure my travel fears (I live in Illinois) were allayed.

  Bridget
a year ago
I got a flat tire while looking for my lost dog. Costco didn't have my tires. Firestone got the tires for me and back on the road the same day. They were wonderful to work with. Excellent customer service and kept me informed. Definitely recommend them!

  Holland Wheaton
10 months ago
Jordan and Bryce- 5 stars. Got the work done even though they were short staffed.Mike sucks at writing up orders and tried to screw me over. Little did he know that I was a mechanic until last year. And if I wasn t 38 weeks pregnant, I d have done it myself. Know your clientele before you try overcharging. Also, what company has minimal staff on weekends? That s when all people show up last minute?As someone who used to own a mechanic shop, you get more business by keeping appointment times and not screwing over people. You d be surprised how many do read their orders prior to the work being done.Service: Tires

  Troy Gerkey
9 months ago
The repair on my/my gf's car was done well and in a timely manner. However, they parked her car in the lot without locking the doors and it was ransacked. Luckily, only lost a pair of expensive sunglasses and some other personal items.We called and they acknowledged that they had been having issues with theft and someone would call us back. Still waiting on that call.Service: Air conditioning

  Tony Dugan
3 months ago
One of the worst places to go in Madison. They dont give accurate appointment times, overbook, and ultimately will waste your time and money.

  Nyla Conk
a year ago
The new store manager was very understanding and had great compassion for me. While dealing with this whole process of fixing my vehicle. I took my vehicle in for various reasons, they did a good job with fixing what needed to be fixed. The store manager even gave me the family and friends discount considering I had a longer wait time than expected for my vehicle to be fixed.

  Laurie Rude
8 months ago
Jordan and Firestone saved the day! We got a nail in our tire on an out of town wedding and had to find a place to help us out on a Sunday. That in itself was difficult. Called Firestone at East Towne mall in Madison,WI and Jordan got us in and fixed the tire so we could travel back home. Jordan and Firestone saved the day! Thank you so much! Great customer service and staff.

  Dan Guderian
a year ago
Great service and got me going right away and helped me make sure my vehicle was leaving better than it came in... Yes it's a business and sales at that so yes they will upsell for more options but I'd like to believe it's not unnecessary... Thank you Michael for making the check in process a breeze.Hopefully somebody reads this... Don't use the app to schedule your appointment... For the most part the scheduler on the app doesn't integrate with the stores... At least not the one in Madison...

  Melissa McDonnell
a year ago
We went here because my husband had some good luck with them on his car. My transmission was giving me problems and they told me I would need an entirely new transmission after they looked at it ($112 dollars for that diagnoses).We took my car to another place for a second opinion and it turned out my fluids were all low and it works perfectly fine now after a top off. No new transmission. If I would have gone with what Firestone said, I d be in the market for a new car now. So glad we got a second opinion. Did they even check the fluids??

  Jkobski
a year ago
This firestone seems to be ran very efficiently. They know when to ask for the car, they don't hold it for days, when they get it , they work on it. Now, I didn't stick around. I left thinking this could take days. By the end of the work day they called me back. I did have to return once more for issues. The front driver side wheel was making a bit of noise, but they fixed it the following day without question. That's great and all but it was annoying because I needed to drop the car for a 2nd time, get an uber back to work, then at the end of the day, uber back to firestone, all on my dime....so I had to drop one star. However, If I'm not going to the dealership, this is where I'll be headed. Thank you Firestone!Services: Air & cabin filter replacement, Tires, Auto engine diagnostic, Brakes, Brake service & repair, Oil change

  Mark Meier
a year ago
In the midst of a cross-country trip, we had a mystery oil leak. They were able to get me in early in the AM on New Year s Eve. Fast service, friendly straight-shooting assessment. Problem was two loose dipsticks (doh), but they checked everything over, cleaned the engine compartment, and only charged me a nominal inspection fee. I d have paid a lot more for the peace of mind they gave me. Great work guys!

  Justin Buechler
a year ago
Dropped my car off for an oil change and tire rotation prior to the store opening with an appointment. Did not hear from anybody all day about my car so I called around 2pm thinking it should be done since I had a morning appointment. Technician said sorry it was the next car going in. Store is open til 7, I showed up around 5:15 to pick my car up and the doors are locked and nobody around. Complete incompetence and laziness at this location. Needless to say I will not be using their services again.Service: Oil change

  Brad Horn
11 months ago
These guys are my go-to for tire-related services. Have had them change, balance, and align wheels and tires many times, including the purchase and installation of snow tires. Never an issue, always done more quickly than quoted, flawless service.

  Michael Saucier
a year ago
Had a great experience here. Our car quit on the highway and we were hours from home. It was the only place open on a Sunday and they were happy to help. Got our car fixed up and kept us informed along the way. In a world of car repair horror stories, this was a great place. They did a great job and were very reasonable with price. Would recommend

  Grace Woolf
a year ago
I took my car to get the blower motor repaired. I was originally quoted $510 and was told it was only the blower motor and nothing else. That usually the resistor went out, but he reassured me that the resistor was fine and it was just the blower motor that needed replacing. I called the next day and they told me that the part came in but they were expecting the part to have the resistor with it, because apparently my resistor was actually out. But now they have to separately buy the resistor as well. Usually it is cheaper to get them together. Ended up getting charged over $700 for parts when the part on A1 auto is less than $150 (blower motor and resistor). I do get that they have to up charge parts. But that s much more than I expected. Payed almost $900. Almost double what I was originally quoted. When I asked why I was told that it was only my blower motor, they said that they don t know why he said that to me and the actual mechanic never told him that. The store manager said when the blower motor goes so does the resistor, but didn t order the parts together. I feel like I was greatly overcharged and had to pay more because they didn t understand that the part did not come with a resistor originally. I am a female student that works full time and I feel like I was taken advantage of. I hope in the future there can be better communication between the mechanics, and also from the mechanic to the customer.