Firestone Complete Auto Care

"My experience here was not a pleasant one. I am going to recount the entire thing so you can see the many times the ball was dropped by this shop. My truck broke down while driving from Chicagoland to twin cities late on a friday and this shop was unfortunately my only option for a place open on the weekend. I set an online appointment for the next day, to which the guy at the shop replied that "they would try to take a look at it" so much for honoring appointments I guess. They said they would be in touch, but the communication was horrendous. Nobody got back to me that day about what was going on so I called about a half an hour before closing on saturday to see what was going on. I was told that "we think it's the fuel pump" and that they would be in touch with the price on everything. The next day on Sunday I was able to get a ride back to IL and again, no call from anyone at the shop so I reached out to the about an hour before closing to see what the deal was and they told me they have an idea of what it is but nothing is priced out right now so nobody could tell me anything. Again, they told me someone would be in touch. Finally on Monday, they called me for the first time and let me know that the fuel pump needed to be replaced. They also proceeded to try to sell all sorts of bogus repairs in spite of me being in an emergency situation, telling me my ball joints were loose and that my oil needed changing in spite of the clearly visible sticker on my windshield saying that I am far from due for an oil change. Clearly trying to sell me stuff I don't need. I tell them fix the fuel pump and they said it would be ready by Tuesday. Tuesday rolls around and *again* no call or word from the shop, so *again* I reach out to find out what the story is. The guy answers and tells me they ordered the wrong fuel pump and the new one won't be here until Wednesday so now the vehicle won't be ready until Thursday. Now I just want to be done and not have to deal with these people any more as I am rapidly loosing faith in their ability to do anything correctly. So come thursday they actually call and say the truck is "ready". I get up there and the mechanic informs that they tried 3!!! different fuel pumps for my truck until they got the right one and now alarm bells are going off as they are coming off as incredibly incompetent. Still not sure if the correct one was installed. When I asked why they kept getting the wrong one, the guy at the shop said "well there are like 11 different versions of your truck" which I found absolutely silly as there is this thing called a VIN number that you can look up through a basic search to find out everything about a vehicle. Apparently nobody here thought of that. After they lock up the shop, I went to leave and my accelerator was ON THE FLOOR. Literally no tension at all in the pedal. This was going from a dead stop and my throttle cable now had an entire inch of slack on it. This was a massive safety hazard as I can't quick heal-toe to get to my brakes and my foot on the accelerator is now well below the brake pedal, taking away precious seconds if I needed to stop quickly as I had to take my foot fully off the floor and raise it about a foot to even get to the brake pedal. On top of all of that, when I arrived home and opened the back of my truck as it has a cover, someone apparently made their way in my truck, laid down some heavy polypropylene plastic and then lit a fire on it in my truck. I have a massive chunk of melted plastic as well as trash in my bed along with cinders and scorch marks now, so that's fun. I will NEVER be using Firestone, Bridgestone or any of their subsidiaries again and will be informing everyone I can speak to about my experience with them so they don't have to face the issues that I dealt with. The lack of communication, lack of paying attention to detail and lack of taking responsibility at this location was simply appalling and I hope you ever have to experience it. The response to my review is also a lie, nobody contacted me back after I emailed."

"I went into this Firestone location twice in the past 34 days for related issues (battery and alternator). The first time I went in I asked them to check the alternator, but they only diagnosed the battery (and an additional $1800 in unrelated repairs). I scheduled the second visit 30 days after because my alternator died. They fixed this issue at the time and added an additional $100 in unrelated repairs. I believe that this location was negligent in the first set of repairs by not reviewing all issues I asked them to inspect, and caused additional losses due to taxi fare and time off work because they could not resolve the issue the first time. They did not offer any discounts or compensation due to their own errors in missing this issue the first time. Additionally, the wait time of 3 business days is obnoxious compared to other local businesses with same-day service. I am unlikely to use Firestone for future business, and will advise other friends and family to avoid them. EDIT #2: I responded to Firestone directly as requested back on 12/18/2023, in addition to the completed survey (on 12/8/2024). Still have not received a response as of 2/13/2024."

"Helpful friendly customer service. With an appointment my tire rotation was smooth. well cleaned shop. nice waiting area.lots of off street parking. They do a throw inspection on my car and they give me a printout of everything that needs to be fixed. Excellent work."

"Sometimes good service, sometimes eh. Got a decent deal on all 4 tires, the con is no matter what they will always try to sell you on all 4. They have done this to me twice, once I even asked for 2 and they put on 4, I was in a hurry so I just bit the bullet. I also took my car in for an allignment once. I do my own oil changes and reset the oil life setting on my dash. For whatever reason, when I took in my car, they reset the light. Not a super big deal but annoying. They also have other people sometimes pick up the phone if the shops busy, like people in customer support cubes. For a tire store I don’t think that’s really a good idea since the person your talking too sometimes isn’t in the shop.. I’d say this place is “ok” hence the 3 stars."

"Had a miscommunication with a service advisor Steve which was probably mostly my fault. Resulted in a bill much higher than I thought it would be. Been here a number of times and Steve has always seemed like a very solid dude. The manager Jarrid went out of his way to knock my bill down to something I could manage. Every encounter I've had with him I've been thoroughly impressed with his positive attitude and customer service. They probably have the same staffing issues as everybody else these days so you may not be able to get a next day appointment when you have an emergency, but other than that as someone who used to work in repair shops myself I have to say they really seem to try to do the best job they can and treat you right"