Firestone Complete Auto Care 5450 Overton Ridge Boulevard, Fort Worth, TX 76132

"Laylap was amazing. Laylap's customer service skills are the best I've seen in a long time. Laylap took my vehicle in right away and got my vehicle serviced quickly. I was amazed when Laylap thanked me for coming in to her store and asked me to come back for any services I may need in the future. Once again Laylap's the best!"

"Dropped by for my state inspection. I was there about a total of 3 hours and comfortably waited inside the front area -- coffee and water were available to me. They kept me apprised of my car -- when it would be up next. All employees were friendly and efficient!!"

"If you like waiting for more than an hour to get one new tire installed. You came to the right place. What a waste of my time."

"I am a 16 year master technician and business owner. We have trusted Firestone for years now to handle all of our alignment needs, up until about 2 weeks ago. Not only did they not do the job correctly, it was also my personal vehicle. Now I am second guessing every single alignment performed by them since Alonso took over as store manager at this location. I brought my 13' BMW 750Li for a 4 wheel alignment. I recently lowered it, so it requires re-adjustment on the camber/toe angles. I had an appointment scheduled for 11am, but dropped off early. I was told it would still go on at 11am, which was fine. At 11:19am I get a voicemail stating my car was ready. 19 minutes is fast to do an alignment, especially on a 7-series, but they typically had a more experienced, or senior level tech doing all of our alignments in the past, so I wasn't super concerned. When I picked the vehicle up, the alignment spec sheet did not show a before adjustment. The only way this happens is if they don't do the proper procedure for alignments. They have the same exact machine I used when I worked for Toyota for almost 5 years, so I know exactly how this is supposed to work. The technician didn't go through the proper procedure for alignments, and just did a quick "live-angle" adjustment. I noticed on the sheet that the rear camber had not been adjusted. At this point, I was almost certain there was an adjustment cam, but I didn't make a fuss over it, because I wanted to lift it up and inspect the work myself. I got it back to my shop, and they literally only adjusted the toe angle. For $120, I expect a COMPLETE alignment, not a partial alignment. It's one thing if the adjustments are not available, but they were. There were no wrench marks on the adjustment cams, which means they didn't even attempt to adjust it. I called and asked what technician worked on it, and if they were entry level, or experienced. They told me it was their "lead technician" Austin. Well, having worked in this industry for as long as I have, there are 2 plausible scenarios. Austin either flat-rated it, which means he got paid full labor to do a half job and is dishonest, or he is wholly incompetent and does not need to be in the lead technician position. There is absolutely no excuse to over-look this adjustment, in fact, these newer alignment machines are so advanced, it will literally tell you where to make the adjustments, and how much. So you tell me by reading this, what is more likely? A dishonest "lead-technician" or someone who holds the title that doesn't know what he's doing. I'm very disappointed, and do not trust any of the recent alignments my company brought there. When I brought all of this up to Alonso the new store manager, there were no apologies, no attempts to remedy the situation, no responsibility taken, no attempt to even remotely be a manager. This, among many other instances of poor leadership at this store was the final straw, I will not be ever trusting Firestone to do work on any of my personal or client vehicles ever again. And to put the icing on the cake, I called their corporate line, was told I would be contacted by their area manager within 48 hours, and given file # 2766245. Well, it's been 2 weeks now, and haven't heard a peep. Firestone's foundation of honesty and integrity is just a gimmicky sign on their wall."

"This was our second Firestone performing our alignments, after the first one of Cherry Lane went downhill, and their master tech started refusing work. We had a really good working relationship with their old store manager Steven, who at some point left, and they brought in an interim named Alonso. We immediately started having issues such as scratched aftermarket wheels that we sent them for tires to be mounted and balanced on. When we brought this to their attention, Alonso made every attempt to wiggle out of it, rather than take responsibility. We had to send our lead technician along with our fixed ops director over there to show up physically on their tire machine how our wheels got scratched. It was only then that they decided to take responsibility and cover the damages. Fast forward 6 months later, we sent a company owned BMW over there for an alignment, and they didn't adjust the rear camber. They also provided an incomplete alignment sheet that did not specify before adjustments. When asked about this, they stated there were no adjustments. We asked who did the work, and they said it was their "lead technician" Austin. It turns out, they did have adjustments and he chose not to adjust them either out of laziness or incompetence, or what we call flat-rating, which is getting paid to do a job that you didn't complete, or only partially completed. There was not even an attempt to adjust them, as there were no wrench marks on the adjustment cams. When we voiced this to Alonso, no attempt was made to remedy the situation, no apology, no attempt to take responsibility, no consideration at all. We expressed that we did not have confidence in any of the recent alignments they performed at this point. We have spent thousands with Firestone for alignments and other various tire work, and it is very apparent that the leadership structure at this store does not care about client retention, quality in their work, or holding their technicians accountable for poor workmanship. We will not be trusting Firestone any more as an organization."