Firestone Complete Auto Care

"I always rotate my tires when I change my oil, but all of my jack stands are currently being used to restore a hot rod I'm currently building, so I needed to take the truck somewhere to have the tires rotated. Made an appointment to get the tires rotated on my truck for the next day. I show up 15 minutes early and the gentlemen at the service desk was friendly and got my information entered into the system. I had my 6 YO son with me, and since this was a simple tire rotation with an appointment made, I thought we would be in and out. The previous day I had changed my oil, checked all of my fluids, changed my air filter, etc. so I knew no maintenance was needed on my 4 YO diesel truck with low mileage. The tech who was "doing a thorough checklist" was working under the hood of my truck for an hour. The total visit time was an hour and a half for a simple prescheduled tire rotation. Anyone who knows these kinds of places also knows that he was hunting for anything that they could add on as "recommended service" to inflate the price and make the visit more profitable for them. What is scary is how much time he was hunting around under there and what he could have been messing with. It's a truly shady situation. Last time I checked, the tires were on the outside of a vehicle, not under the hood. After all of that time "working" under the hood, I finally got my truck back just to discover the next morning that the "tech" didn't even check the tire pressures. Most medium/heavy duty pickups require a higher PSI in the rear to comply with the manufacturer's door sticker recommendations. My truck's tire pressures were 10 PSI higher in the front than the back, which means he just rotated them and didn't check them. Honestly I wouldn't have given it a second thought if we had only been there for 20-30 minutes, but the "tech" wasted an hour trying to dig money out of the engine bay instead of just correctly performing the service I was there for. A young man that was there for an oil change before me ended up getting a nearly $1,000 estimate for additional "recommended work". I couldn't believe some of their "recommendations" to him. The gentleman at the front counter was apologetic and ended up not charging me for the rotation. To be clear, I did not ask for any discounts, nor did I get upset or appear frustrated. He clearly understood the situation and was frustrated with his "tech" as well. TLDR: my truck is so new and freshly serviced they couldn't find anything to try and sell me. If your car isn't brand new, be prepared to be upsold like crazy by these people. To me, this is inherently a shady way to run a business where most people have to take a tech on his word regarding what is recommended because they simply don't know any better."

"The shop did an excellent job on my vehicle and finished the job in a timely manner. The store manager Dave was very helpful and kept me informed on the status of the vehicle the entire time."

"This Firestone store (Hanover PA) completed the service I requested in a timely manner. It was easy to make an appaointment and I dropped the vehicle off ahead of time. Dave B. kept me aware of the progress on my vehicle and explained any issues that cropped up. I was notified promptly when the vehicle was completed and the check-out was quick and easy."

"Went in for an oil change and replacement of an axle seal. A piece broke while trying to replace the seal and was told multiple times nothing was wrong and the only reason they admitted it was messed up, was because they couldn't make any more excuses as to why i could not have my car back. They also fixed other problems with the car before fixing the original problem. Would not recommend, the store manager did try their best to resolve the issue but wont be returning due to lack of honesty and getting the runaround."

"I appreciated the transparency in pricing. There were no hidden fees, and the cost of the installation was clearly communicated before the service began.From the initial inquiry to the completion of the tires installation, the staff was friendly, accommodating, and focused on ensuring a positive customer experience."