Firestone Complete Auto Care

Reviews 3

MA

May Carlson

First off, I just purchased my used vehicle (2015 Toyota 4Runner Trail Edition) and have a full lifetime tire warranty with Toyota but chose to take it to Firestone because they came highly recommended by some fellow 4Runner owners I know, they said I was better off trusting my wheels and tires to Firestone, so I did. I called and made my appointment yesterday. I stated what I needed done (tire rotation, balance, and possible alignment). I specifically asked how long it would take because I have a very busy schedule. I run my own business and time is extremely valuable. She told me that what I wanted done would take no longer than an hour and to come at 8:30 so they could knock it out first thing. So we set my appointment for 8:30 sharp. I showed up at exactly 8:30. There were some men standing around talking but no one at the desk. I waited 5-7 minutes to be greeted. The guy at the front desk took down my information and confirmed what we were having done. He handed me a carbon copy of the break down and total, took my keys, and hung my packet on the wall in the shop. He never once asked me which car in the parking lot was mine or to show him which one it was. I assumed he knew. I sat in the waiting area for 30 minutes before noticing they hadn’t even touched my car. I got up and noticed there were two open bays yet my car was still in the same parking spot I pulled into when I got there. The guy I originally spoke to was just standing at the desk carrying on a personal conversation with another guy. I looked at the clock and realized according to the original hour quote they gave me that I should be driving out of there in half an hour. I got up and walked to the desk and asked him if everything was okay, reminded him that they quoted me an hour but hadn’t moved my car yet. He said they were going to have to move it to another bay and that it would more than likely be and hour and a half before they were done. I asked him “An hour and half from the time I got here or an hour and a half from the time you pull into the bay?”. He gave me a shocked look and said “From the time we pull it into the bay”. I reminded him that I had an appointment and I that was unacceptable. He made it clear that they had forgotten about me and ignored my appointment. I asked for my keys and promptly left. I made an appointment with discount tire 10 minutes later. I own and run my own business, I understand that there are sometimes unexpected events that are out of our control. I take great pride in offering my paying clients great customer service and don’t have any patience for businesses who are incapable of offering the same. This location made it clear how they work, and they showed me before they even touched my car. I consider myself lucky that I got out of there before they did. I hope they can take this as an opportunity to change and start offering the quality service that I’m sure Firestone would expect out of them.

MI

Miguel Martinez

First I wasnt going to put a complaint on Google. but I sent this complaint to Firestone on Saturday and on Monday I was told that I would get a call from there manager within 24hours but I still have received anything I have the biggest complaint about Firestone. It was 10p on a Saturday Aug 12 and I still didnt have my tires fixed. I came at 5:30p because one of my tires was flat. This is 5 hours at a tires shop. Unfortunately, it was not repairable so the rep stated it needed to be replaced. So I get the sales pitch to buy four tires and was convince on a set of four tires to purchase that will fit my car. I knew that they needed to be changed soon. I wasnt from New Braunfels I was in on vacation and needed to get back the next day before returning to work. The rep told me that I can get them changed at any firestone if I didnt like the tires before 30k miles, but I had to by four tires to get this deal. The manager left at 630. What was left the sales person and the tech person. I dont the store procedure here but here is what the sales rep said to me. "I am going to have put the tires myself because the tech guy has worked on cars all day and he is not going to work on your car because he wants to leave at 7p. I worked as a tech as well before and I will be working on your car but it will have til wait to 7p because I need to return cars back to customers and assist customers as they come in." So, now it is 8p and I am just getting my car finished. There was some problems with losing my cap for my rim and other little small things. That now at 830 I am driving off and realize that my tires are rubbing against my car so they didnt fit. I return to the shop and luckily, I was able to catch the sales guy before he left. I told the rep that the tires were rubbing and something needs to be done. Now the only real option is to put my old tires back on and since he turned off the computer he cant turn it back on or he didnt want to. So was being told by the sales and manager who the sales called by cell phone that I have to wait till Monday to get my money back. I asked how do I know I will get my money back I have to drive to back home that is a 4 hour drive. I was told I simply have to trust them. I dont see how this is good for me; however, they returned it Monday. I just dont understand why no one has called me but I guess Firestone sees that I got my money but the 5 hours I spent on my vacation away from my family doesnt matter.

JA

JasReef

I brought my truck into them to get the breaks and rotors replaced on my new to me truck I had just bought a day before. I left it with them and waited to here on initially how bad they were. The mechanic came and got me and showed me that there were no bolts holding down the brake caliper on the drivers side front. They had to order a new master kit get the bolts needed, no problem, I appreciate they can order it so quickly. I came back the next afternoon and they were almost done with it, he just needed to test drive it but the rain was pouring hard and flooding the area roads. He did get a test drive in but I imagine it would be hard to hear sounds if anything is wrong when half the wheel and brake is under water. I got my truck back and within a day the front driver side wheel is making an awful noise. So I drove it over to the shop and they were very busy so I patiently waited my turn to let him no what was wrong but I had the feeling he knew from the smell. He told me to leave the truck and comeback tomorrow so the original mechanic could look at it. He looked at it and the bolts were not in the caliper like before. So now I was charged and paid for new pads and a rotor resurface to a brand new rotor. Since then the brakes have been working as they should, I am happy with the overall outcome but feel maybe I was a little excessively charged, but then again maybe I wasnt. I would not come back here for any further services.

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