Firestone Complete Auto Care

"I’m absolutely flabbergasted at the customer service of the front desk manager or operator. I made an appt for my tires (last time he shamed me for not having an appointment). When I arrived, I asked if he could check my tires and see if I needed 2 tires or 4. He went outside, took a cursory view of my tires. He then looked at me, let out a sigh, and said “I don’t want to sound condescending or that you don’t know what you’re talking about with cars, but why do you feel like you need new tires?” I am scratching my head as to why he felt the need to start the sentence this way, because it was condescending. Fun fact: my dad owned an auto body shop my whole life and I do ALL THE MAINTENANCE ON OUR VEHICLES. I know when my car needs service. I said that it wasn’t driving as smooth as it could. And he said, “you know there’s difference between issues with traction and the way a person drives” insinuating that I was not driving well. I was like “no, I can see the wear and tear on the tires and just know the way it’s driving isn’t like it should. There’s a difference in driving new/freshly inflated tires versus ones that are worn and in need of replacement.” He was like, “you need to be more specific.” What?! Anyone who drives a car knows there’s a difference between fully treaded cars and ones that are running low. At this point, I was so frustrated that this man who glanced at my tires but DIDN’T EVEN MEASURE THE TREAD was still questioning me and my need for new tires. I said, I didn’t appreciate the way he was speaking to me and how rude he as being (he was condescending). He then continued to imply that I was the issue. I asked him point blank, do I need new tires. He said no. GUESS WHAT, I went to another tire location THE SAME DAY where the manager measured the tread and they were all low. I made an appointment at that location instead because I’m done with Hamakua."

"Both Jesse & Byron have what has been called "Personality Plus" in the customer service industry. Their presence enhances the reputation and I would think increases income of the Kailua Store. They both strive to make you feel like part of the Firestone family, which translates to return customers & customer loyalty. They should be awarded & rewarded for their superior customer service. Keep them! And while you are at it, give them a raise! Good employees are hard to find now a days. They are extremely valuable. I'll be back."

"Scheduled an appointment and when arrived was told the mechanic was out that week and someone should have called to let me know. Scheduled another appointment, dropped off at 8am and called to check twice at 1 and 1:30, on hold for 10 min each time. Was told it had not been in and they did not know when it would be in. If they were too booked, they could have just told me. If they are short staffed, they should hire and pay thier employees better. There is no shortage of business."

"Jess was really accommodating and patient! Despite it being a really busy Sunday morning, she was super attentive and made me feel valued as a customer. I was a walk-in but I got my flat tire replaced in about 2 hours. I would definitely come back to this location!"

"If I could give a 0 I would. I've come here twice out of necessity and convenience and both times have just been complete disappointments. The first visit was to buy and replace and install a tire that had gotten flat and I drove in on a spare. I came in first thing in the morning and was told they would give me a call when it was finished and told not to leave my keys while they replace the tire. I called near end of day and was told it had been ready for hours (emphasizing I was not called) and come to find out that the tire was replaced but not installed on the truck. Bryon the attendant told me that I needed to leave my key if I wanted it to be installed, mind you he told me not that I did not need to leave my key. Why would I want a tire replaced and not installed on the truck? The second instance I had a truck that was bought secondhand that was for lack of a better words a fixer upper, after having them diagnose and recommend services to proceed with that were essential (battery, oil, coolant, alternator, etc.) they had recognized there were other things that might need work. There were repairs they recommended that I thought we were on the same page to work on to make sure the car was drivable and I thought I signed off of those and other recommendations that were not as priority. After picking up the vehicle and (I thought) getting on the same page about the car being drivable, asking questions three times so I would have peace of mind about it, Byron assured me the vehicle would be safe to drive albeit bumpy because of what I needed to work out. I had let him know that I have to drive over the H3 to get to work from Kailua and he had told me it would be okay. Today after having my vehicle for about three days, my truck stalled out on the freeway around noon on a saturday as traffic was about to pick up. Thankfully I pulled over to the right side of the road and had safe amount of protection from HPD. I called Firestone while waiting for a tow and just so happened to be speaking to Bryon trying to figure out what went wrong since I thought we fixed everything except working on the shocks and suspension who then told me it was my fault because I decided to not go with one of the suggestions which I thought I had signed off on – again, I had let him know that I decided only to waive off going with because I wanted to make sure the vehicle was safely drivable. He also accused me of saying that I misinterpreted what he said about it being ok to drive that distance after I had repeatedly asked him if he thinks it would be okay to drive from my workplace and home. I am now out a vehicle and a large amount of money because of negligence, horrendous miscommunication, and lack of accountability. I could not discourage this service center enough because of Bryon alone. I am thankful that I am even alive after being stuck on the freeway."