Firestone Complete Auto Care 501 East Truman Road, Kansas City, MO 64106

"I had one of the worst customer experiences with the service manager, Eric, at the KC location. I did a vehicle inspection a few days ago in order to register a new title for a vehicle I just purchased at this location. Since I am new in KC and I didn’t have a screwdriver on hand, after I got my license plate, I came back to this location to request borrowing a screwdriver so I could put plates on my car. The alleged service manager, Eric, asked me right off the bat how many plates I had. I said 2. He replied to me that he would charge me $10 to help me put one plate in the front and another $10 in the back. I asked what the $20 was for, and he replied it was for labor. I thought it was a joke initially, but then after I realized he was serious, I felt like I was being taken advantage of. So, I explained that I was here a few days ago, did my inspection with him, and had a good experience. I told him I was new in town and his shop was the nearest one, which I would definitely consider as a potential future customer. He then changed his mind and told me he could do it for me (he still did not say for free), but he could not lend the screwdriver to me because it is company property and he would have to wait for one of their technicians to finish their work first before they could help me. I asked how long it would take, and he said he didn’t know. I then left the place, telling him he did a good job on thorough customer service. I understand if you can’t lend company tools to people, but asking $20 for a minor task like this right off the bat is just wrong. I don’t need to wait for a technician to help me screw in a couple of screws for my plates, just like I don’t need a technician to help me change a lightbulb. That’s how they lost a customer over 3 minutes' worth of a helping hand."

"I have used this Firestone for years and I can’t say enough great things about them. I am always Leary of chain shops, but they always take time to explain what needs to be done, never pressure me into additional services, but let me know what exactly I need to do (sort of a if you were my sister or daughter, I would definitely do this and save this other upkeep until next time). This past time, I had a lot of deferred maintenance I knew I had to do. They took the time to go over everything with me, tell me the discounts they could give and truly made me feel like they weren’t upselling me on anything. I really appreciate this shop. I told the person at check out this and she said, same. They are always just so kind to everyone."

"I live in Springfield and normally get my maintenance there. The day before a trip, I got my normal maintenance. An oil change involves removing the underbody cover. At some point on my drive to Kansas City, it came unattached on the passenger side. After discovering it (when another driver on the highway flagged me), I started calling every Firestone between where I was currently and my destination. Some understandably were busy and a couple were unwilling to help at all. However, this location was so incredibly helpful. Dezzy told me no problem on the phone and they would have me fixed up in no time. I arrived and she helped get me checked in. I was fixed up in less than 10 minutes. I will be forever grateful for their willingness to help a girl out while so far from her home Firestone. A+ service!"

"Booked an appointment for a “free brake inspection” for today at 1pm. I arrived on time for my appointment and I was told there was only one technician for the day that could do the inspection. I offered to come back another day next week upon hearing this and the associate (unsure of his name) told me that we would be in very shortly and then the inspection would take 30 minutes. I asked if he was sure because we Did have plans for later in the day and we needed to wait for our car. And again, he assured me and stated that today would be the least busy day they have to get it done. We took a walk to take up sometime and one hour later, our vehicle is still in the same spot, parked where We left it, untouched. The associate does not apologize and said “I thought someone had gotten it in but we can get it in now.” I became annoyed because the Associate clearly did not care. I asked him if he remembered the conversation we had earlier about getting in and out quickly. And can you believe it that at that time, he said “we can get it in now unless you want to reschedule.” 40 minutes later, I was charged $22 for my FREE brake inspection and quoted almost $2000 worth of work which I’m already finding at a lower price. I was not even offered the $50 off per axle coupons I found here. I say this to say; I figured my car’s expenses would be steep, but at least make me feel confident in your service and work. I came here because i figured the service here would be held to a higher standard than just any run of the mill auto shop, but unfortunately, this place is charging five star prices with one star employees."

"Today morning was raining, and I had a flat tire of a Hertz Rental Car. Towed the car to this location around 7. I had to tell them to submit an order number to Hertz (they didn’t know that they are supposed to do that). Then they continued their next round of incompetence by submitting an incorrect mileage of the car on the order number, & causing a delay in authorization from Hertz. I let this slide by being understanding. But they didn’t even bother to call Hertz to ask why their order was taking long to get authorized. If I hadn’t called Hertz and followed up, they would’ve forgotten about the car. I called Hertz, followed up on the situation and tell these Firestone people that they submitted an incorrect mileage information on the work order & that they need to include part number (which they didn’t include in the beginning). After making me wait for hours and me asking on the status of the tire change, they said they will check & let me know. Then nothing. Mind you they haven’t even told me at this point that they don’t have the tire & are gonna have it shipped. Had I known that, I could’ve went to grab a coffee. A tire change is something very easy provided that I was among the people that walked in first early in the morning. At this point, I knew they were unprofessional, and I stopped directly communicating with them. I called Firestone 800 number which called them and asked for clarification. Immediately after someone from Firestone customer representative (800 number) called them, out of the blue, they said the tires just arrived. What a coincidence! Cool, even after that they took care of 3 more people and I am still waiting on them (in total I waited more than 6 hours). What shouldn’t have taken more than 30 minutes turns out to be a 6 hour nightmare. I felt extremely uncomfortable during this visit, and I had to write this review. This is a very incompetent location that needs to be avoided at all costs if possible."