Firestone Complete Auto Care

"DO NOT BRING YOUR VEHICLE HERE. I bought 4 tires from Firestone-Avon in Oct '23. Within in 2 weeks I had a low tire light come on and my back rear tire needed air. I filled the tire, but weeks later the same tire needed air again. I filled my rear tire about 1-2 times a month until I found time to bring my car in last weekend for a rotation and rear tire inspection. I made an appt for 10:00 Sat. I spoke with a real person (not online) and stated I needed my car done between 2-3pm. By 3 pm Saturday, no one had called to update me about my car. When I called, they said they didn't have my car. I said the keys were in the drop box. They checked and said that the keys were missed because they were "stuck in the corner of the box". The drop box envelope is about 6x8 inches. Pretty hard to miss in a drop box! The front desk assured me they were bringing the car in "now" and it would be done in an hour. When I finally got my car, the low tire pressure light came back on the next day. I dropped the car off the following Thursday night to have to inspected again. This time, I gave my keys to a staff member. I was told I would be called the next day with an update. Guess what, I didn't hear anything from Firestone so I called on my way home at 3pm The front desk said, "They are looking at it now". This is the second time in a week that they didn't even look at my car until I called. When I got there, the front desk staff told me that they "had been working on it all day and couldn't figure it out". Its a tire sensor! It doesn't take all day to figure it out. I had plumbers coming to my house between 4-6 and at 3:45 my car still wasn't' done. I ended up driving home then having to come back. The manager, Nate, did call me to apologize and told me that the technician I had today is the same technician that I had last weekend, except, when I got my invoice, it was two different technicians. Nate was nice enough, but if you can't get keys out of a drop box, or update customers on the status of their vehicle, or figure out a tire sensor issue, then you don't need to be in business. I will not be returning my vehicle to Firestone-Avon ever again!"

"Our experience with Firestone Complete Auto Care in Avon, Ohio, was deeply disappointing and frustrating. Initially, we chose Firestone based on the reputable brand name and took our Rav4 in for all four tires to be replaced and the alignment checked. However, within weeks of having the new tires installed, we encountered recurring issues with tire pressure. After noticing the tire pressure light coming on multiple times, particularly with the right rear tire losing pressure by about 10 lbs., we returned to Firestone to address the problem. We dropped off the car overnight, requesting a tire check, oil change, and tire rotation. However, upon calling the next day, we were informed that our vehicle had not been attended to due to mishandling of the night drop-off box. This lack of communication and organization was frustrating, to say the least. Upon picking up the car, we found that the issue persisted, and the tire pressure light came on again the next day. We scheduled another appointment and dropped the car off the night before while the store was open to ensure ample time for repairs. However, the following day, upon calling for updates, we were met with confusion once more regarding the status of our vehicle and the mishandling of the vehicle left all day for service. It took considerable time and effort to finally get clarity on the situation, with the manager eventually being involved, informing us that a manufacturer reset on the pressure sensors was needed. Moreover, it was worrying to learn that the same technician had been responsible for the repeated issues with our vehicle, prompting the manager to tell us that he was to consider disciplinary action. In conclusion, our experience at Firestone Complete Auto Care in Avon, Ohio, fell far short of expectations. Poor communication, organizational inefficiencies, and technician incompetence being the biggest issues. We hope that steps are taken to address the underlying issues to prevent similar occurrences for other customers, as we will not be taking any of our vehicles there again."

"Yesterday I dropped off my vehicle for maintenance and today I reviewed my invoice. Upon picking up my vehicle I didn't get a paper copy of my invoice, and instead it was sent to me via email. After reviewing my invoice in detail today and found at least 3 parts where I was severely overcharged, anywhere between 25% to 150% higher than retail price for those specific parts. For these 3 parts alone I paid more than $200 than I should have. I plan to call the shop today to ask why I was overcharged and request a refund where applicable. If the shop does not honor my request, I will no longer do business with them and I will communicate to other consumers about their fraudulent practices. The store that serviced my vehicle was #336251 in Avon, Ohio. I made my follow up call today and I'm partially satisfied with the outcome. I spoke with Justin who explained that part prices can vary, especially if middlemen are involved. He also said that in the future if a part is not available that day, the option is there to leave the vehicle at the shop and wait for the cheaper part to come in, usually 1-2 days later. So if you have the flexibility to leave your vehicle longer you can save money that way. They are willing to work with you on this so long as the cheaper part doesn't sacrifice quality. He also credited my account $24 for one of the parts, for which they originally charged me $109.99 (and I found the same part for $43.99), so I'm still out money there. I wasn't offered any credit for the most expensive part which they charged me $436 and I found the same part for as cheap as $200. He claimed that specific part was the only one available at the time. All of this is why I'm partially satisfied with the outcome of this follow up call. I will say they had my car ready within 5 hours of me dropping it off, and their techs were helpful and courteous."

"The store manager Nate was very nice and got us in quick on a Sunday morning. He was very helpful and knowledgeable. Zeke checked us out and was very pleasant to work with! Makes a difference when the employees have a smile on their faces ! Good work guys. -Heather and Anthony"