Firestone Complete Auto Care

On Tuesday I dropped my car off for an oil change, inspection of AC (HVAC was supposedly fixed in December), and a brake inspection for squeaking (brakes were supposedly fixed in December). At the end of the day I received a call explaining that the brakes were fine, but if I wanted them to replace the pads, they would because they were under warranty. The woman I spoke with also told me that further testing needed to be done on the AC to figure out what was wrong and the test would cost ~$ 180. Although she was generally polite, she became a bit combative when I said I was frustrated that they clearly didn’t bother to check the AC system when I brought the car in a few months ago. She pulled up the receipt and told me that I payed for an ABS inspection and that was for brakes. She continued to insist that all the work they did on my HVAC system in December was free until I finally pulled up my copy of the receipt from email, which clearly showed I paid ~$ 30 for an HVAC inspection in December (which was listed right under the ABS charge). Once I pointed that out to her, she conceded that she would run the ~$ 180 HVAC diagnostic but not charge me for the dye required, because perhaps they should have actually checked out the system the last time I brought it in. We discussed costs, and when I realized that in a best case scenario the test and repair for the HVAC system would be ~$ 260 and the worst case would be ~$ 900, I said I wanted to think about doing the diagnostic and instructed her not to do anything further on my car.
I heard nothing from Firestone on Wednesday, and decided to pick up my car on Thursday morning. When I walked in, no staff were in the waiting room and the woman in front of me said she had been waiting for a while. I called the store from the waiting room, which finally got someone to come help us. I told Walt I was ready to pick up my car and he went looking for the paperwork and the keys. When he returned, he said they ran the HVAC test, and that I needed a new AC compressor (Cost: ~$ 800). I explained that, while that was helpful, I explicitly asked them not to run the test, so I would not be paying for it. At this point Walt became very agitated and started arguing with me about how I did authorize it. I described the phone call in detail, at which point he said that they had been trying to reach me since then, and that my car had been just sitting around for days. I handed him my phone and offered to let him review my call history and all of my voicemail, because no one contacted me after the initial call. He reiterated that they had tried to reach me many, many times, because they were sick of my car just sitting around the shop. He then changed his story and said that he, himself, had tried to call me numerous times. I disagreed and he finally resigned, saying that his team would just drain the fluids from my car and that I could have the car back after that. I asked him to clarify what fluids, and he said the coolant which was used for the testing. He said it would take a few minutes, and I agreed that would be fine. He then said my charges would be ~$ 35 for my oil change. I pointed out that they were having a sale on oil changes, and he said that if he applied that sale, it would cost me more. So I grabbed the laminated sign from one of the desks in the waiting area and showed him a deal for oil change and other benefits at a cost of $ 29.99 and he agreed to delete $ 10 from my charge.
About 15 minutes later he handed me my key, implying that I could go. However, I was never given any paperwork, so I continued to stand in line. It was clearly a very busy day for the shop and they seemed understaffed, but for the next 30 minutes, instead of asking me if I needed anything, Walt proceeded to help everyone else in the waiting area except me, regardless of which one of us was there longer. In that time a gentleman walked in and asked the cost of an oil change and Walt told him it was $ 19.99, $ 5 dollars less than what he just charged me after I had to argue with him about price. After hearing this I pulled up the email ad I received about their sale, which also said oil changes were $ 19.99. Finally I inserted myself at the front of the line and requested my receipt and paperwork, and the price of $ 19.99, which was the actual sale price for an oil change. He gave me a $ 5 refund, and my (incomplete) paperwork, and I departed.
I have had work done at this Firestone many times, and the service seems to get worse and worse. Last year there was an older gentleman in charge of the shop, and he was always very helpful, and really took the time to explain his mechanic’s recommendations and the urgency with which repairs needed to be done. When I brought my car in at the end of last year, everyone was polite, but things seemed disorganized and it took them quite a while to work on my car. However, this week was the first time I felt disrespected and lied to.

I have to say I called I at 7am with a battery problem I had installed at a different location. And Karen was on it got me in right way and everything taken care of and fast. Thank you for my experience smooth and easy.

I had a flat tire down the street and came here on a busy Sunday. They were backed up all day and said they couldn’t work on it that day, but the manager Charlie offered to help change my spare tire since I didn’t have the right tools. He changed my wheels, gave me some tech pointers, and sent me on my way. And he didn’t charge me a thing, took 20 min of his time and no charge. That is amazing.

I made an appointment for 1 pm for an alignment. At 1:40 they hadn’t even touched my car. Not to mention that Kimberly, who checked me in wasn’t very nice or welcoming. I brought to her attention that id been waiting 40 minutes and she said ‚“i know. Its because we’re waiting on that car”. No apology or anything. And the waiting room stinks so badly of rubber, it’s hard to breathe and nauseating. so i had to stand outside in the cold rain. Thankfully once they started, it went quickly and the guy who checked me out was nice

Brought my car in to have a flat tire patched. AAA tow guy said it was a nail. When I arrived, I was told there were people ahead of me and it would be 90 minutes. I said I was going to go grab a bite and he said he would call me when it was ready.
I returned after an hour to find my car nowhere to be found. The rep saw me and informed me the tire had glass and couldn’t be fixed. I was shocked and annoyed… shocked because I trusted AAA diagnosis and annoyed he hadn’t called to alert me to this as soon as it was identified.
But it gets better. He immediately tries to upsell me to a $ 200 tire. The flat tire was practically new and he did nothing to acknowledge that nor salvage it. I was done. I told him to put on the spare and I was taking it to my local car dealer.
You can guess how this ends. The car dealer was able to patch the tire.
Firestone Tire wasted two hours of my time, was disingenuous, and tried to upsell me. Never again.

I dropped off my car at 2pm for an alinement and they said it would be done by 5:30. I called at 4pm to check up on it and they confirmed that it would be complete by 5:45. I showed up at 5:45 and they had not even started on it. Meanwhile all the other cars were serviced as scheduled. What a wast of time. I do not recommend this place at all unless you nothing else to do all day.

I didn’t actually use their service, but I had to wait for over a half hour to get help. The guy wasn’t very polite and after being told it would be 2 – 3 hours before they could look at my car, no way!
Do yourself a favor and go somewhere else

A 40-​minute estimate took 105 minutes to get one new tire put on. They kept telling me 20 minutes more, or 15 more minutes every 15 minutes. 15 minutes ago they told me it was going to be done in 5. I actually believed them that time. I mean, how can you be more than a few minutes off on a 5-​minute estimate? Yet, I’m still sitting outside waiting for my car.
Next time I’m going somewhere else, or buying a tire and putting it on myself.
I will say the associate at the front was nice.

Came in about an hour before closing when the shop was extremely understaffed and only one guy doing the work, answering calls and interacting with customers. Yet they still took my car in, got everything fixed and provided great customer service at the same time! Definitely recommend this place!

Lug wreng removed from car while in for evaluation of air conditioner and it was not returned. Confronted manager but issue was left unresolved.

Can’t say enough good things about Firestone tires. I was helped by Steve who went far and above to give me A+ service with replacing my tires valve stem. Will definately be coming back!

Kind of on the fence about this place. They completed all of the work my car needed done in a reasonable amount of time however after I drove the car back to the valley there was a strong burning odor coming out of the front of the car. The odor has tapered off but its still there. Never smelled anything like it. In all fairness I do not have the time to go back and have them check it out at this location but I feel like it should not have been there in the first place especially after dishing out almost $ 800. The guy who helped me was really friendly. But I would not take my car here again ;/

The staff here is really helpful. I’ve been to many Firestone stores and 95% of them have horrible Customer service, as well as horrible workmanship.
Just went in with my vehicle for an oil change and wheel alignment and they are really fast. I would recommend this place 100%.
I’m definitely coming back to this place if i ever need my car serviced.

Very friendly and professional service!
They work with you to give you the best price .
Thank you Hugo!

Once again came to repair the car, the service is very good, the price is reasonable, I like here, thank you

Had a rough time with a flat tire in the middle of a road trip.
Came in for some help. All the other tire shops were closed at 4pm on Sunday, but luckily for us, Firestone was open until 6!
We got great help and customer service and it only took a matter of minutes! I appreciate this so much especially because I was afraid of losing time during our road trip.
The woman that helped us and Jean, the guy who diagnosed and fixed our tire issue were really great to work with.
I’m thankful for such helpful and friendly service! It turned a bad situation (flat tire) into a pleasant experience!
Now back to the fun/​road trip!

I have used this location the last 3 times my Toyota Prius needed a scheduled maintenance oil change. Each time I used a coupon, and each time service has been quick and easy. However, in this particular occasion, after I dropped my car off for service, I received a call telling me my car was ready, but that it had a nail in the tire that was curved in, so it was not repairable; I needed a new tire. This was a no brainer for me as I had purchased my tires at Costco and they were under warranty. I told the associate, «thanks but no thanks» and picked up my car. I should mention, the tire pressure on that specific «non-​repairable» tire was perfect.
Nevertheless, I went straight to my nearest Costco tire center after picking up my car. Lo and behold, they found the nail, and repaired it quickly. I told them what Firestone had recommended and they looked at me in surprise, and in a laugh said «yeah, that’s not what we found. Not sure what car he may have been servicing…» My tire was fixed for $ 0!
*The Firestone here does a good oil change. I’ll air on the side of positive and assume the recommendation was from a green employee, rather than a ploy to solicit additional services for more profit. Either way, always get a 2^nd opinion on their recommendations! Also, be wary of their reminder stickers for your next scheduled maintenance. With my Prius (and most other cars) maintenance is every 5,000 miles. Without fail, they will hand write a 3,000 mile reminder on your sticker. Let’s hope that’s the green associate again…*

Horrible service. I booked an appointment online. When I hadn’t heard anything confirming it by 11 am the following day, I called the store. Spoke with a guy and told him my issue. He said the latest he could get me in was 5PM.
So I left work a little early in order to get there before 5. Walk in and say I have an appointment. The guy looks for me in their computer. Nothing. He then informs me that two cars are already in line for alignment (since that’s basically what I’m needing done, but not entirely) and he has to take care of them before closing. No, I don’t know who I spoke to on the phone earlier, but you can guarantee I’ll be writing down names from now on.
Definitely didn’t seem to care when I said I’ll be taking my business elsewhere. Doesn’t even deserve a half star, much less a full one.

Came here for an inspection. My appt was for 3pm and they didn’t get to it till 3:45pm. The staff was friendly and very helpful. The inspection was only $ 20.
5pm and the car is still up on racks. 90mins for a 19pt inspection… I’m glad nothing needs to be fixed!

Absolutely the worst car repair experience I’ve ever had for the simple and uncomplicated task of an oil change. Normally I do this type of work myself but recently installed skid plates making access to the oil filter pretty difficult. Im also getting sick of trying to dodge my building security (we’re not suppose to conduct auto repairs at my apartment complete). I provided firestone my own oil and filter so all they had to do was the installation. I was to be charged $ 10 for labor for the 10 – 15 mins this job would take.
The first screw up Firestone made was not using the synthetic oil i gave them and filling up my engine with their standard, low grade stuff. This was pretty easy for me to figure out when I got the car back and found the jug of oil they were suppose to use unopened in the front seat. Back to Firestone for round 2.
After redoing (draining the wrong oil out, putting my oil in) the job bringing the total time of this fiasco to about 1.5 hours I then departed but the second mistake was already waiting for me: a total mess of leaking oil coming from under my truck. Because I have skid plates it was impossible for me to tell if this was just a spill or something leaking. Back to Firestone for the 3^rd time.
Luckily, the leaking oil turned out to be residual (spilled) and not from a lose drain plug or oil filter. This means the job was not done incompetently but just lazy and sloppy. On the other hand, when I started questioning the shop mechanic about his work it was clear he had no clue what he was doing. He had no idea what the correct torque pressure was required for my oil plug nor did he use a torque wrench. SCARY! He also did not know the difference between a copper crush washer or aluminium gasket was.
Kieth, the manager was a little slow in taking control of this situation and if I had not been a hands on customer (getting under the car with the mechanics, pointing things out, etc) this whole thing could have been a total disaster. The only good thing I have to say is that he did eventually make things right… although, I did not watch his mechanic install my drain plug after the 3^rd visit so I am praying that they did it properly and didn’t over tighten it. If they messed this part up I will be in a world of hurt.