Firestone Complete Auto Care

Reviews 3

A

Anonymous User

Ive been to this Firestone before and had an okay experience with an alignment on my car in the past. That all changed when I went to take my car up there again yesterday. I told the front desk advisor that my car just had suspension work, so it needed an alignment. I have the lifetime alignment package, so I thought it wouldnt be a problem. The manager, James, came out of the back, took one look at my car, and said it wouldnt even get up on the alignment rack. Now I dont drive a Corvette, Dodge Viper, or riced out Honda Civic slammed to the ground. I drive a 4-door sedan, which is a 4x4 compared to those aforementioned cars, which may have issues with driving up on an above ground alignment rack. Four door sedans should have no problem getting up on an alignment rack, right? James also said my car looked like it had frame damage, which it hadnt...it just had suspension work so the alignment was off...hence coming to Firestone for their alignment services. There were no bent control arms, no body damage, or any other "damage" to the car. He then said the suspension was off so bad that his alignment machine wouldnt take a reading. I told him this car previously had been aligned on a Hunter machine at this very store, so it shouldnt be a problem. He said for me to take it back to the shop that had done my suspension work to fix because his shop wouldnt perform an alignment on the car. He then just turned his back to me and walked into the working bay area. Needless to say I was a bit upset. I tried to consult the other associate at the front desk, who repeated what the manager said. I stated that they are just making an assumption about the car not being able to get up on the alignment rack or take a reading. I was then told that 30 years of automotive experience tells them it wont get up on the rack or get a reading. Wow...seriously? You guys have to pull the experience card? Ive been in the automotive industry myself for the past 15 years, so I have a bit of experience as well. Dont talk down to me like Im an idiot. So feeling defeated and a bit ruffled, I went home to explore my options. Today, I took the car to Firestone off Stacy Rd./Greenville. Other than a 2 hour Saturday afternoon wait, which is to be expected, my car was up on the rack and suspension dialed in back to factory specifications with NO PROBLEM. I was really put off yesterday at the McDermott location because of the manager, James; never wanting to do business with Firestone ever again. The guys at the Stacy Rd. Firestone location really brought back my faith in the companys customer service. I will only do business at the Stacy Rd. location from now on. I called up to McDermott location to get the name of the manager on duty yesterday morning and was told by Shawn, that he (Shawn) was the one on duty in the morning. I then briefly described my story and asked if he remembered. Shawn stated that James (the general manager) was in briefly in the morning, and who I dealt with. Im not sure who I really talked to, but regardless, my experience was horrible.

BE

Beau Brezz

I brought my car in to this Firestone to have an alignment done. The nice thing about Firestone is that they offer a lifetime alignment option so that you can have it fixed again. You know, in case you dont trust them to do it right the first time, or if you plan on keeping your car a long time. The bad thing is that it costs twice as much as a regular alignment. I purchased the lifetime, thinking that they would stand by their work. I was wrong. On the first job, they (almost) did a good job. The car drifted a little bit to the right, and the steering wheel pointed a tad to the right. This bothered me, so I brought the car back a year later (two days ago) to have the alignment redone. Upon getting it back, it turned out that the car was pulling harder to the right, and the steering wheel was even worse, but now pointing in the left direction. Well, when you have an alignment done, Firestone gives you a printout of the previous positions and the new positions. The camber was wrong when they received the car, and it had not been adjusted. So I went back today to have them fix it. The manager told me they would NOT be fixing the camber since they would need to loosen the ABS sensor to adjust it, and that was against policy. This is ridiculous. They did it before I paid, but now that they have the money they couldnt care less. Also, they said that my serpentine belt was missing a rib (which it was), but Im not sure how that happened since I had replaced it three weeks prior, and last time I checked on it a few days ago it was fine. Sabotage? Or someone took a "lucky" glance? It was very difficult to see that it was ripped (a tiny jag was slightly visible at the end closer to the engine). The serpentine belt issue was raised during my second trip, I told them I do that kind of work myself, so they must have written me off at that point as a poor "customer service" investment, since I refuse to be gouged $100 for a $20 serpentine belt which takes under 5 minutes to change. Maybe if I had thrown money at them they would have honored the lifetime alignment? Who knows.. Ill be going to a different Firestone to get the alignment fixed, hopefully theyll have a better manager.

LO

Lokanath Mishra

I went there for my Honda Odyssey safety and emission inspection. The inspection failed due to front tires. Considering my Bridgestone tires were bought from Firestone store and it had only had 35000 miles for 80000 mileage tires, I requested for warranty coverage and credit towards new tires. The service advisor Michael rejected my request, even though I had 4 tire rotations done after I had bought my tires (4 rotations done over 28000 miles and 5th would have been done during the emission inspection). So based on Honda company recommendation, I have done the required rotations for my mini van. However, since my rotations were not done at Firestone facility (3 out of 4 were done at Honda service center), Michael rejected my request. He also said that the Honda service center may not have done rotation, even though Honda statement said so. He was extremely rude in his behavior when I mentioned about Costco customer service and how good that is as recently I used my warranty for my other car tire at Costco for a similar situation. Michael went on to the extent to ask me to get out of his store. It was an awful experience. I vowed to never go back to that Firestone store. The irony is, I went to another Firestone store within 5 miles (at the crossing of Coit and Legacy, in Plano, TX) and they covered my tire warranty, replaced new tires with due credit for the unused mileage using the same warranty (the service advisor at this other Firestone did not even check the rotation papers I had). Due to this terrible experience at this McDermott Firestone, I will never go neither recommend this Firestone in Allen near McDermott and Alma crossing and will provide my feedback on Facebook as well as other social network sites such as this one

Other organizations