Firestone Complete Auto Care

7806 Northcross Dr, Austin, TX 78757, USA

Address:	7806 Northcross Dr, Austin, TX 78757, USA
Phone:	+1 512-831-5153
Site:	firestonecompleteautocare.com
Rating:	3.5
Working:	7AM–7PM 7AM–7PM 7AM–7PM 7AM–7PM 7AM–7PM 7AM–7PM Closed

Location

Photos 14

Reviews 4

Lisa Kretzer

My company has a national account with Firestone and that is the only reason I use them. The Northcross location in particular has dramatically declined in performance and customer service over the past 6 months. The past two visits I asked for the vehicle to be ready by 4 pm, dropping int off before 8 am. I never received a call to let me know it would be ready at a later time, instead when I called to check on it I was made to feel like I was at fault and they were doing me a favor. 3 months ago, they did not reset the oil change detector nor did they re tag the reminder sticker. The undercarriage was shaking and I told them that but since it did not happen when they drove it, I was told they cannot fix it. This time when I went in for an oil change and to check on squeaky brakes, they also found the struts to be bad (which is what should have been found at my last visit). I called them at 3:30 to check that it would be ready. I was told it will not be ready until 6:45. I asked why I did not receive a call and the gentleman said he has it marked for a 6:45 pickup, I explained that I have the customer copy that clearly states 4 pm. Again I had to reschedule my evening and I felt as I was held hostage to them. No one called me to let me know it would take longer and then put it back on me that they were making the vehicle safe. I was dropped off at 5:15 and I had no choice but to wait. It was raining and when it was ready it was parked across the lot, I had 3 bags of items from work that I would have to load in my car, the guy checking me out just gave me the keys and shooed me along. I had to ask exactly where my car was and mentioned that I have alot of items to carry to my car and that it was raining. Only then did he grab an umbrella and walk me to my car. I recall a time at this very Firestone where customer service was outstanding and they were always courteous, however it has declined to a point that I will not recommend nor go to this store again. The final straw was that my vehicle reeked of cigarette smoke, not barely as if they were smoking outside of the vehicle, but as if someone smoked inside my car. I am beside myself that this is allowed or even done. I have 3 new carpets in the back of my car that I need to return on Monday and they also now reek of smoke. I am appalled and do not understand how a service industry can treat people without concern.

Daniella D.

I went in to get an oil change and called ahead to see if they were busy. They were completely booked but said they could work me in between jobs. Since I couldnt drop off my car and go about my day, I brought along some reading material. When I got to the location I was greeted by Brandon who was very helpful and friendly! He looked out for me by letting me know there was a coupon for an oil change that I could use which I really appreciated. He offered the courtesy check that I was a little hesitant to get because a mechanic at another company (no where related to Firestone) put air in my nitrogen filled tires when A) asked if they had nitrogen and B) I gave them a heads up before servicing my car. I felt he took me seriously and he even made a note on my ticket. I havent seen that done before. I dont know much about cars but I can read the care instructions for my tires. With my book in hand time flew by (less than an hour for sure) and the mechanic who worked on my car, Nick, came in to talk about some minor issues with my car. He had fixed the blockage in my windshield wiper lines! I didnt tell anyone about it because I thought they were too busy to look at anything else! I was a little embarrassed because the reservoir was disgusting to the point where something possibly died in it... Im missing the cap to the reservoir. Opps! But he took the time to flush it out and educate me on how to fix my lines if its blocked again and suggested some fixes for my reservoir in the meantime. He even apologized for the "long" wait of my services! I personally didnt think it was a long wait PLUS I should be the one apologizing for him having to do such a unpleasant task! I really appreciated that he went up and beyond to service my car. Brandons customers service already convinced me to exclusively go to Firestone At Northcross but Nick sealed the deal. Best customer service and car service I have experienced with Firestone.

johnny tate

I came out Friday evening to find a flat tire on the front of my truck. I aired it up and called Firestone where I had purchased the tire, I called twice and let it ring for quite a while both times, after not getting a answer I decided to drive over. The service advisor wasnt inside, a young female customer was waiting I said I called earlier and let it ring for a long time and no one answered she said " I heard it I was about to answer it myself" The lady service advisor came in from the shop and I was told they could not get it in tonight and I would have to come back in the morning, between 8 and 9 she would put me in the computer. My tire still had plenty of air the next morning when I brought it in a little after 8. I was told it would take about apx 2 hours to fix. After I left, I began to wonder if they knew which tire needed repair since he didnt ask me. I called and asked if he knew which tire needed repair and he said right rear, I told him "it was the right front". No problem. After about an hour I was given a call from Firestone telling me that they couldnt fix my tire due to two small cuts in the center that would cause the patches to over lap. I worked for a car dealership for over 14 years and knew that the tire could be repaired. The only option I was given was to buy a new tire. Keep in mind that the tire had held air all night long. I told the service person to put the tire back on and give me the truck back. I took the truck to another tire place it was repaired in 30 mins and I was told that they could only find one small slice in the tire. Thanks for trying to rip me off and ruining my Sat. morning. Firestone!!

Digital Light

Mr. Ron Shaw and his staff are very professional and will work to get a customers car right! Let me explain. He knows about the industry and has spent his career in service. Our Toyota had an issue and the dealer said it was related to tires. The issue was really with the drivetrain. The dealer Service management did all they could considering Toyota has strict guidelines in place to solve certain issues. Ron at Firestone was compassionate though and helped us demonstrate to Toyota that the issue was not Firestone tires. That prevented the issue from dragging out for months. When Toyota corporate policy may have delayed a solution, Ron Shaw and his techs hit one out of the ball park for us and the vehicle issue was resolved by Toyota within the week with a new vehicle. MAJOR APPLAUSE. Ron got all the corporate obstacles out of the way of finding a solution. To everyone in central Texas ... this is how a good service center and great people are supposed to be. Having owned aircraft service centers at airports, I can tell it like it is. Truth about service issues is what you are really buying with a service center. If you want the truth and clear choices of repair options where and when it is needed, you wont go wrong with Ron and his staff.