|Address:||533 Quakerbridge Mall, Lawrenceville, NJ 08648, USA|
|Working:||7AM–7PM 7AM–7PM 7AM–7PM 7AM–7PM 7AM–7PM 7AM–6PM 9AM–5PM|
Extremely disturbing - either gross incompetence or attempted fraud. My son took his SUV there he heard strange noises coming from under the hood when he turned the steering wheel. I was working out of town that week and he was on his own - maybe they saw him as young and not knowledgeable - I can only guess. After half an hour, the service writer came out to tell him that he needed new struts because the front two were "completely shot", and he could expect to pay about $1200 (I dont recall the exact number - this was for parts and labor). My son called me and connected me with the service writer. I told him that these were new struts - and he replied that "cheap Chinese struts" often break down like this. I pointed out that these were brand new top of the line Monroe struts all around that we installed less than a year earlier -- with less than 10,000 miles of normal driving on them. Without a beat, he said that "this sometimes happens" and that the failure was obvious -- you could push on the front of the car and it would bounce as if no struts at all were installed. I was incredulous, asked him to double check with the mechanic who examined the car -- he came back a few minutes later and and insisted that the parts failure was obvious. I told my son to wait until I was home the next day and to refuse service. Oddly enough, the noise that he went in for had disappeared, and we now think that it might have been a branch that had gotten caught in the wheel well (there were a lot on the roads then - after some major storms) -- all was fine now. We double checked the struts all around, and as I expected, they were (and are today) still perfectly like new. No bounce, no softness, the car doesnt sway, steering is excellent and the car handles beautifully on local, highway, smooth and bumpy roads. In the end - the mechanic and/or the service writer either lied to us, and was completely wrong when insisting that we needed to spend around $1,200 to replace parts that are essentially new, and still working perfectly. I might be less angry if I didnt spend extended time on the phone to discuss this, and if I wasnt told that two people in the shop (mechanic and service writer) BOTH observed the failed parts. No way this was a casual mistake. I will never return to this place, and I routinely urge friends and neighbors to avoid them as well. This is a disgraceful way to run a business that is, very largely, based on trust and customer good will.
I scheduled an appointment through their own line system to schedule an appointment to purchase 4 tires I also called and confirmed the appointment and made sure the tires were there. On Monday, January 18th I went in for my appointment and when I walked in I advised the gentlemen that I would be putting my purchase on my moms firestone card would this be a problem? The gentleman ensured me that there would be no problem, my moms information was already in the computer and I have done this before. So I gave him my keys and proceeded to wait in their waiting room because I had no transportation and it was way to cold to walk to the mall. After sitting in their waiting room for almost 4 hrs, they finally called me to tell my car was finished. To make a long story short, the bank would not authorize the purchase, they needed to speak to my mom and it was really for my moms protection. My mom moved and havent used the card in sometime. My issue was that when I came in I asked if this would be a problem, because if so my mom was home but only until 2:30pm and she goes to work. My mom is a nurse and has no access to her phone, but no at 1pm I was assured there would be no problem. The guy proceeded to get his manager Mike to assist me with the problem. Mike is very rude, has no customer service skills and showed no empathy. Kept on saying what do you want me to do? My employee made a mistake, the bank is not authorizing the purchase its not us. So I had to leave my car there and thank god my boyfriend was home to pick me up because I had no transportation and lived 20 mins away. The next day my mom called the bank and rectified everything so I went to pick up my car Tuesday, January 19th. I go inside and see Mike at the front desk and I told him I was there to pick up my car, although no one was in my line he told me to go over there to the other line. My issue with this was when other customers came in after me he proceeded to assist two customers. Working in the healthcare field for over 10 years it saddens me that there are still arrogant, obnoxious managers out there in a field where customers are always right and if they arent it doesnt hurt to show a little compassion to deescalate the situation.
I dont even give 1 star. Service 3 Stars Price 0 Stars Price worth to service Negitive 5 Stars Customer Satisfaction Gaurentee negitive 5 stars (they dont care for customers. Had to wait long time even though i made an appointment. Took whole day off from my work to get the work done). They even charged to check the problem when i got the service done with them. They did call it as computer Diagnostics and didnt even provide me any report for the service which they performed. How can i trust that these guys did engine Diagnostics? Next A/C check- They charged extra for the information which i am already aware off and they didnt even provide any report for the service which they performed But charged me full amount. I did pay a total of $535.67 .I checked it with other company. They gave a shocking quote of $212.89 including parts labour and Taxes which is 50% more than Firestone Charged. I dont know if they really care for the customers. They just had store open and make money out of people like us. I STRONGLY SUGGEST YOU GUYS NOT TO GO TO THIS STORE OR ANY FIRESTONE LOCATION. BECAUSE YOU CAN GET THE SERVICE DONE FOR LESS PRICE THAN WHAT FIRESTONE QUOTES AND YOU GET BETTER CUSTOMER SATISFACTION,COMPLIMENTARY BENEFITS FOR LOYAL CUSTOMERS WITH FULL DETAILED REPORT OF SERVICE WHICH THEY PERFORM.
Terrible service I have ever had. I got there by 10 am, and they did not get thing done and let me drive back at 4pm, and they overcharge a lot for easy service. They told me brake rotor and pads need to be replaced, tho rotor was actually fine. I was waiting, and then they told me caliper was rusty and need to replace. They are gonna do it for free. I was appreciative until they told me they got the one part, but not the other part. They told me to drive back and come back tmrw, and I did, then I got the quote different from previous one, $305 suddenly became $830, and they told me the mechanic for my car is not here. I told him I will come back and talk to my initial agent, then he told me he is the boss. What a a**hole!
Disturbingly BAD. Made an appointment, specifically requesting that the oil pan gasket be replaced (small leak directly onto exhaust pipe, constant smell of burning oil). Took the day off, brought car in and had them check for other needed service (100k miles). They said the oil leak was minor, and again, I INSISTED, TWICE, that they replace the gasket. An hour later the car was done, I paid the bill, and went back to work. When I read the bill there was no charge for the gasket. I called, and they said "we didnt do it, we were just trying to save you some money". IT WAS THE VERY POINT OF THE APPOINTMENT!!! I wasted the trip, the time, and $500 for repairs that should have been much cheaper. DO NOT USE THIS SHOP.