Firestone Complete Auto Care

I have brought my 2 Mercedes vehicles in within the past 6 months: my 1994 C220 and my 1999 ML320. I was completely satisfied both times. Tires and oil change for the C220, an oil change, air filter, cabin filter, and wiper blade for the ML320. I was greeted and helped promptly and I felt like they didn’t try to up sell me on unneeded repairs. Ali and Aaron were both friendly and helpful. My vehicles were ready on schedule. Very good experience.

I had a flat tire on Sunday and brought my Subaru Outback into Firestone on NW Burnside. I was told that the tire could not be repaired, and I would have to get four new tires due to it being all-​wheel drive. I had Firestone put on my spare instead, and took my car to Les Schwab on Monday. Les Schwab fixed my tire, no questions asked, and did not charge me anything. Firestone said it would be $ 780 for new tires, and then charged me $ 10 to not fix my tire. I think they were trying to scam me, and I will not be going back. Stay away.

Terrible experience! I called ahead to see if they had snow chains for my tires, which they were very nice and helpful over the phone. However, when I went in to buy them, the salesman was very rude and not helpful at all. I asked if someone could show me how to put the chains on or explain it to me and he said he obviously couldn’t because of how busy he was. He then went on to explain how all of his technicians are from warm states where you don’t need snow chains so they wouldn’t know how to put them on either… He looked at me like I was stupid, got instructions out of the bag and said that there were instructions and I could figure it out. So after all of that, and spending over $ 160, they couldn’t help me put something on that they sold in their stores!!! Then I went back to return them because I didn’t need them after all and they said they don’t do returns on snow chains. Even chains that I’ve never used before… I wish I was told that BEFORE I spent $ 160 on them… Overall the first guy that helped me was very rude.

I came in to switch from summer tires to winter tires. My appointment was for 2:00 and I was stuck here waiting until nearly 6:00. This job should have taken an hour tops. When spring comes and I need to swap tires again I’ll find another tire shop.
UPDATE — Firestone sent me an email survey and I told them what a poor job they did. The store manager responded and gave me a refund. So at least they acknowledged their poor performance and did what they could to make it up to me. I will give them credit for that.

This review is for winter wheels tires change-​over from summer tires and wheels. I took my brand new Porsche with hardly any miles on for a quick swap over and received fantastic service. It’s not a difficult task mechanically but I was concerned about taking this car somewhere else other than a Porsche or European car specialists for fear of damaging the wheels or soiling the inside of the car. They kept the car very clean throughout this process and even bagged up my summer wheels and tires for me and phyiscaly helped me load them into my car. I interacted with about 4 people and they were all extremely friendly and enthusiastic. I haven’t checked the torque specs myself yet but this review is for the level of service I received.

I noticed I had a flat tire this morning. After I got off work, I called and they got me right in! The service I received was very friendly and very helpful and informative. Very glad I came here and will definitely be back. The price was just right too! Thank you guys for taking care of my baby!!!

My ‘check tire pressure’ light came on and I was dreading getting out in the rain to check the pressure and pump an air machine full of quarters at the gas station. But then, I serendipitously passed by this Firestone on my way to the grocery store, with its large sign out front: «Free Tire Pressure Check.» Wonderful! I would at least know which of my tires was the trouble.
But, lo! They did more than check the pressure, they filled them up for me, for free, in less than ten minutes. They were friendly, and now I am no longer driving around on ever-​flattening tires.

I keep dropping off my cars to Yani and Ally over at the west burnside Firestone. They are always are so friendly and hard working! Everyone there is professional and amazing! The place is clean and they always have fresh hot coffee!

I got my oil changed and tires rotated there on Sunday. I pick up my vehicle and park my car overnight. The next day, my right front tire is flat. I get the vehicle towed to Vancouver Ford (VF has fantastic service btw). VF notifies me that the tire valve has been pressed in and ruined, which needed to be replaced and led to the flat tire. I called Firestone to notify them of this oversight, and the employee made multiple excuses and refused to provide effective customer service… going as far as suggesting that I must have run over something and this couldn’t have been their doing. Mistakes happen, but when a mistake is done, always take care to correct the mistake and ensure the customer is left satisfied. Firestone had nothing but excuses and refused to correct this mistake. I will not be returning to this location in the future.

*BEWARE* I believe this firestone shop may have tried to scam me out of ~$ 150 to replace my car’s crankshaft position sensor. They advised me that the crank sensor coincidentally and randomly failed while they were doing a routine oil change. It is possible. But there were no prior issues whatsoever in my well-​cared-​for newer car.
Firestone was not ready for my car when I showed up for a pre-​scheduled, oil-​change-​while-​I-​wait, appointment. Instead of calling me prior to my arrival to notify me they were behind, they waited till I arrived and asked me to leave my car there for the whole afternoon. Later that afternoon they called me to advise they could not start my car after the oil change and needed to keep it overnight while they waited for parts. My car has an installed GPS tracker and code scanner that uploads error codes to the internet. These error codes get sent to my mobile phone in real time. I had tested the system recently prior to the oil change and it worked fine. However, I received no error codes on my mobile phone that day despite the fact that a faulty crankshaft position sensor is a perfect example of the type of code it should be detecting. Knowing this, I arrived at the shop unannounced a bit after 17:00 and saw they had uninstalled the code reporting device.
Even if the crankshaft position sensor really did fail and it was a complete random coincidence that my code sensor didn’t log any errors, and even if it all happened while Firestone just happened to be changing the oil filter, (which is only a few cm above the crank sensor), it is my opinion Firestone should have realized how improbable all of that was and assumed responsibility as a good faith gesture. Instead they tried charging me another ~$ 150 on top of the oil change cost. I put my foot down and refused to pay for anything other than the oil change. Eventually after a lot of stress and arguing they gave in and returned my car keys.
The incident left me feeling like at worst, Firestone may have been intentionally trying to scam me and that possibly this was a common routine of theirs. At best it felt like Firestone does not take responsibility for what happens to a customer’s car while in their care.

Pros: Every one was super nice and professional. I had an oil change and summer inspection to get done. Best would be to make an appt. If u have to wait there are many restaurants, shopping’s and this awesome Powell bookstore 100feet away.
Cons: even though they take appt, theres no promises how long its gonna take, even an oil change could be several hrs. Don’t expect in and out, they are really busy, being downtown location a lot of ppl drop off b/​f 9 p/​u after 5. The estimate they gave me to change my water pump was $ 60 more expensive than taking it to manufacturer, only higher on labor cost!
Went in 11am they were abt 3 hrs wait so i decided to leave and make an appt for 2 in the afternoon. I got there at 130 and the gentleman said, did u wanna wait? Cause its gonna be abt 2 hrs. after i explained i was already there that morning etc, he checked the work load again and says yeah the worst its gonna be 4pm. He explained why and was very nice but you guys basically waisted my time to go back just to say its gonna be another 2 2.5 hrs.

Needed help with replacing a fuse for my radio but the owners manual had a terrible vague description and it wasn’t super clear which exact fuse needed to be replaced. Bryce the manager there was super helpful and went out of his way to help me and spent a relatively long period of time making sure I had the right part and showed me which fuse needed to be replaced and then gave me the part at no charge! Felt like they genuinely cared about helping the customer and not trying to make a buck on such a cheap part.

Short version:
I was misled on timing and overcharged $ 30 for service on my vehicle, including an oil change and replacement of a wheel hub.
Long version:
First, I went in at 10AM for an oil change. After I dropped off my car, I got a call from the mechanic noting that in the process of inspection they discovered the bad hub. I went back to the shop, was shown the problem, and I was given an estimate of $ 482. I agreed to the repair at that price, on the condition that I would be still able to pick up the vehicle at the originally-​agreed upon time of 4:30PM. At about 4PM, I was then called and told that the service would take 45 minutes longer than planned due to rust on the old hub (which had been observed and noted before). No problem, I will just hurry to the appointment that I had after work since I was losing 45 minutes.
When I arrived at 5:15PM I was told that the vehicle wouldn’t be ready until 6PM, which would cause me to miss my appointment. Finally, at 6:20, I saw my vehicle roll out of the shop and into the lot, hopefully ready to go. At this time, the employee at the register said I could pay the bill and be ready to go once the vehicle was done. So, before seeing the itemized bill I charged the total to my credit card (BIG MISTAKE). When the employee showed me the printed receipt for the total, I realized that it was well over the estimate, however I mistakenly thought that I was only being overcharged $ 4, not realizing that the original estimate of $ 482 included the oil change as well.
At this point, the employee at the counter actually asked me if I wanted the $ 4 refunded or if I didn’t care — apparently overcharging is something that only customers are concerned with here. As I was replying that, yes, I would like to be billed for the correct amount, the mechanic came up to the counter and the employee asked her if there was a $ 4 «shop fee» that was added that would account for the difference. She took a glance at the bill, said, «Oh, there’s a ~$ 30 fee for a rubber seal that we didn’t use but I had to add to the bill to place the order. Sorry.» And then she walked away.
So, if I hadn’t noticed and called out the difference between the estimate and the actual bill, I would have overpaid $ 30 for service that was 2 hours past the time that they had twice assure me they would meet. Throughout the time I waited in the shop, I was reassured that the mechanic wanted to leave as badly as I did, and that she was working fast, so now I also have to question the work. If they put as much attention to detail into the mechanical work they do as they put into the billing, I suspect that I’ll be replacing the hub again far sooner than I should have to.
Ultimately, I don’t care if someone makes a mistake or is off with an estimate. What I care about is the effort that is made to make things right. In this case, all of that effort was on my part. I would not recommend this shop.

So my battery died and the amazing Bryce gave me a handle to carry the new battery to my car which was over a mile away. Super nice guy that went the extra mile to make it all ok.

I just spent $ 750 here today. I have been putting off maintenance that should have been done for a while. These guys have been great. Last time I came in for an oil change they told me what needed to be done. It could wait, but it really should be done as soon as I could afford the steep price.
Now that I am moving and needed another oil change it was definitely time to get the repairs taken care of. Bryce was great at walking me through what work was being done, the cost and how long it would take. I have come in on multiple occasions now and they have always been helpful and true to their word. I recommend giving them a try.

Nice enough front desk service however the simple 20 point inspection on my vehicle took 2 hours (and I brought it in 30 min early). No complications, full pass, and such an easy inspection. Took waaaay too long.

Awesome customer service! We had an emergency with our car and needed it to be done as quick as possible. Eileen was absolutely on top of it. Got our parts we needed quick and finished our car as soon as possible. Just extremely satisfied with our experience today! Thank you.

Took my vehicle in for an alignment and an oil change. They performed the oil change, but called to tell me they wouldn’t be able to do the alignment based on the condition of some of the components of my vehicle, but still insisted on charging me full price for the alignment. Will never return to this franchise based on this experience.

I sent a copy of my complaint to the Bridgestone /​Firestone headquarters. A day later I got a call from the manager at the local store.
At the end of a 15 minute telephone conversation he asked me if I wanted to return my battery. He then offered to refund me the difference in price between the battery that I had purchased from Firestone and another brand name battery which I was considering purchasing for less money, but had the same quality and warranty.
As a result, I waited about a week or so and received a refund check for $ 50. Again, the price I paid for the battery was not the main problem. However, I sincerely appreciate the creative solution that was offered to me and feel better.
It should be noted that the manager’s posture was initially quite defensive and unempathetic. It took awhile to continually repeat my point of view to him. Consequently, I would respectfully recommend that Firestone train their customer service employees better in the area of empathy and critical thinking.
I was told after the fact that their standard battery installation fee for my car was $ 15. If they had just charged me that in the beginning (rather than $ 45) I might not have complained so much.
I am now raising their rating to two stars.

Generous.
I was hearing a new sound on my car… like something needed repair. When I called, Eileen responded with an immediate «yes» to «I’m in the area, can I bring it in now?»
She educated me on the possible cause of the sound and told me to what to look for to indicate that it needs repair. I left with clarity and peace of mind.
Thank you Eileen!