Firestone Complete Auto Care

1410 Highland Ave, Hollywood, CA 90028, USA

Address:	1410 Highland Ave, Hollywood, CA 90028, USA
Phone:	+1 323-798-7416
Site:	firestonecompleteautocare.com
Rating:	2.9
Working:	7AM–7PM 7AM–7PM 7AM–7PM 7AM–7PM 7AM–7PM 7AM–6PM 8AM–5PM

Location

Photos 15

Reviews 4

Anna Terebelo

Today (Friday) is the first day since I brought it in last Saturday that I dont have to worry about my car or make a visit to the shop. I work 60 hour weeks and rely heavily on my car so having my suspension fixed at a mechanic that has weekend hours was very important to me and is the reason I ended up at Firestone and it ended up being much more trouble than it was worth. I have a 2004 Toyota Camry that has 104,000 miles. Because my car is 12 years old, I have taken it to a fair share of mechanics and had previously been told that my shocks and struts were at their end of their days and had been quoted for $1200 so when Firestone quoted me for $1143.26 (including a Presidents Day discount), I chose to proceed, despite the total lack of friendliness of the staff. On that Saturday they had my car from roughly 10am to 6pm (I was not called when service was completed, I took the initiative in calling myself), and when I picked it up, I immediately noticed a clanking noise that was different and worse than the rattling noise my car was making due to the need for suspension repairs. I called immediately when I got home and was told that a clanking noise was not normal and that they were closed on Sunday for the LA Marathon (this was not posted anywhere at the location and was not mentioned by any representative and weekend hours were, as Ive said before, was the reason I went to Firestone), but I should bring my car back ASAP. Thankfully I did not work Monday because of Presidents Day so I was able to bring my car in at 8am. Jesse, the service manager, showed me how the sway bar they installed was installed incorrectly and he said he was replacing most of the parts they installed the day before. When the fix was done (roughly around noon), Jesse had one of the mechanics pick me up in my car so I could listen to it drive. The mechanic got lost and what should have been a 15 min drive to me, turned into an hour. This was the first friendly employee I met at the location though, which was great except that he talked the entire time back to the shop so I couldnt get a good listen and then he left me with an empty tank of gas. As soon as I left the shop again I heard the same awful noise so this time I turned right back around and told Jesse about it. He said that it was my brakes and that they were lubricated and would get better with driving. I drove about 10 miles that day and was scared that my car was going to fall apart every time I was in it. Around 6pm my check engine light came on. I drove right back to the shop, they told me one of my oxygen sensors might be going bad. Tuesday morning on my way to work (around 8:30am), I called Jesse and asked why I was now having brake issues because according to their diagnostic report from two days before, my brakes were good. He told me that the original mechanic from Saturday may have chipped my parking brake and that it was safe to drive on but they didnt want to keep me there any longer on Monday but if I come back when I can he would take care of it and that it was only a 30-45 min fix. This was extremely frustrating to me!!!!!!!!! Instead of taking care of the problem when they had my car, they had decided to keep me in the dark which resulted in me bringing my car back yet again and again. Wednesday morning I bring my car in at 7am. At around 8:20am (an hour and 20 min later), the mechanic comes in and says that one of the rods that they originally installed was bad and that he had to order a new one but that my car is safe to drive on so again I leave with my clanky car, now totally unclear of what the mechanics did to my car as the story seemed to change daily. I later noticed that the tire caps were missing from the 2 of my tires and let Jesse know. Thursday morning at 7am I take my car in for thankfully the last time. This fix was about 40 minutes and completely took care of it. I noticed that they brought someone in to assist with my car that hadnt been working on it previously. Almost $1200 and 12+ hours of work. I hope this review is found useful.

Anonymous User

DO NOT GO HERE. I went in to have a tire replaced and was told over the phone that everything would cost around $125. When the guy rang up the price, it came to $160. I asked why it was so much more than what I had been told on the phone and he replied, "Im giving you the tire warranty." Because I knew the tire already came with a warranty, I questioned him on it and he said it was the "additional warranty" in case I got a nail in my tire or my tire somehow became punctured. Which is great, but its bad business to just ring a customer up for something without ASKING them first if they want something. So he takes off the "additional warranty," and the cost is still $142. I reviewed the charges on the estimate and when I questioned him again, he started listing off all the other things he needed to do that he neglected to tell me over the phone. I told him to stop working on my car and that I would take it somewhere else, to which he said he would honor the price he gave me over the phone. THEN after my tire had been replaced, he hands me the receipt in which it was noted that I declined to have the alignment checked on my car. I never declined to have the alignment checked. He originally told me that a free alignment check was included in the cost of a tire replacement and I asked how much it would cost if it needed to be fixed. He said $90. I asked him to check it, but told him that I probably wouldnt get it fixed today. So, the jerk decides not to check the alignment at all. When I realized this after getting back to work, I called him and asked him about it and explained that I felt he offered very poor service and I would never return to this place of business. He was very, VERY rude. He was cutting me off and was very condescending. I HIGHLY RECOMMEND YOU DO NOT GO HERE.

Adrean Verdugo

Its true that waiting to be assisted can be very frustrating due to the possible lack of staffing. However, the customer service that each employee provides when my turn comes leaves me speechless. Jesse is phenomenal, Charlies willingness pierces through and Earls quick whit and charm speaks for itself, he is funny. Too bad Rick, the previous manager is no longer there as he always made sure I was satisfied with the work done. If not, then he fixed it. Good thing though that Sam, the new manager shares the same spirit of exceptional customer service. Yes, this location is busy but that does not stop me from continuing to come back. The overall experience here is the reason why I have purchased tires, brakes, lifetime alignment and recently a new car battery. Keep up the great work guys!!!

Vincent T Luna

I feel it is equally important to write about a great experience, just as it is a negative one. Ive been a customer at the Firestone Highland shop for several years - bringing my vehicle in for bumper to bumper maintenance every six months. Yesterday I brought my 2005 Honda in for what I thought would be "routine" maintenance - most unfortunately that was not the situation and a repeat visit was needed. After listening to my frustration - Jesse stepped up to make it right. Jesses professionalism, listening skills, and attention to a assuring a positive customer experience, is hands down outstanding! I am confident he will work with the members of his team that do not maintain this high standard. Thank you - Jesse - from a continued repeat customer. .