Firestone Complete Auto Care 90 Saint Clair Square, Fairview Heights, IL 62208

"I must say that the problem that I have is always the same: wait time. I always make an appointment but, it doesn't change my wait time. In the past when I complained about the wait times, the manager or other staff would say they didn't have enough staff present. However, on this particular day (and over the past few months) they were fully staffed. I made an 11a appointment and arrived on time, but they did not bring my car back until after 12p and I was out at around 12:45p. Since the only service I received was an oil change, and was told it would not take longer than 30 minutes (I asked when I arrived to be sure), why did I wait so long? The tech told me that an appointment doesn't guarantee they will service my vehicle at that time, but it will make me next in line for an open bay, however, they took a walk-in who arrived after me at about 11:15a and left before me at about 12p. This is also not the first time this has happened. Previously, when I was getting an oil change and tires rotated, they paused on my service to work on a walk-ins flat tire to fix it. Which again delayed my time. Lastly, what's the point of making an appointment when it doesn't change the wait-time? The sad part is, I value and trust the work they do on my car, but I value my time more! I value my time and theirs enough to make an appointment but I see my time isn't valued. After nearly 10 years of loyalty and even a firestone card, I have closed my account and will not be returning!"

"Need a tad bit better communication Been going there for years and seems to know a thing or two about good alignments. That's really the only 'work" I've had done there. I had one oil change done recently but when I changed it the next time.. that filter had been installed with a 1" impact !!! I totally crushed it and still couldn't get it off. Had to drive back there to get them to remove it"

"Guy working the counter was either hungover, stoned, or just straight dumb. He kept telling customers that “he had a bad night” as he mistook one customer for another, and forgot about others. The tech was either unable or unwilling to diagnose the issue that they said they could not replicate. However, as soon as I left the shop, I was easily able to replicate it, and replicated it all the way back to the shop. Where I was told that this was not something that they can diagnose. And that I needed to take my truck to a “4 x 4 shop“. I was later able to partially diagnose the issue myself and have an appointment at a truck shop to have my suspicions confirmed and get a quote for repairs. This is the second time that I’ve had either laziness and/or ineptitude in service at the Fairview Heights store. I will NOT return under any circumstances to that store. I do not care if they are literally the last mechanic shop left standing after the apocalypse. In that case, I’ll just walk. Absurd."

"The desk attendant told me that my battery was low, and when I let him know it was brand new 3 weeks ago, he immediately got defensive. Told me he wasn't trying to push purchases on me and then was rude the rest of our conversations. His customer service skills were sorely lacking, and made me feel as if he were pushing purchases since my initial reason for being there was under warranty still. It was all very strange, and his attitude shift was unexpected and off-putting."

"Always short staffed. I paid for the lifetime alignment and I have been told they can’t do my alignment because something (stocked Rod). I took the vehicle to my dealership they were able to do my alignment without issue. I’m not happy that I have to pay my dealership to complete an alignment that I should have gotten free with my lifetime alignment."