Firestone Complete Auto Care

3604 Lakeview Pkwy, Rowlett, TX 75088, USA

Address:	3604 Lakeview Pkwy, Rowlett, TX 75088, USA
Phone:	+1 972-295-9944
Site:	firestonecompleteautocare.com
Rating:	3.8
Working:	7AM–7PM 7AM–7PM 7AM–7PM 7AM–7PM 7AM–7PM 7AM–7PM 9AM–5PM

Location

Photos 32

Reviews 4

MrTarrick123

Ive written very few reviews in my lifetime...I only write them when the service is extremely GOOD or extremely BAD. Im extremely disappointed with this Rowlett team. Im a Firestone account holder for over 20 years now and have frequently used them for basic things such as oil changes and tires. Since moving to the area and having one within minutes of my residence, Ive begun to use the Rowlett location for more than seven years now. Ive also noticed that they rotate teams, so once you establish a relationship with a team, at some point a new team comes in and you have to start the process all over again. My recent disappointment was when my wife took her vehicle in for a routine brake check while I was out of town. After returning home, she described her horrific experience. She was given an estimate for a brake job (over $1,200), and when she declined, the service attendant got an attitude and became forceful with up-sell tactics. After she declined a second and third time and telling them that she lives only 5 minutes away, he made her feel that her brakes were so bad, that she would not make it home. He painted a verbal picture that when she went to deploy the brakes, that she would not be able to stop. This was very scary to her! She immediately called a personal mechanic and had the vehicle checked by him...there was nothing wrong with the brakes! Yes, there was a little pulsation when she applied the brakes, but nothing that resurfacing the rotors couldnt fix ($100 parts and labor). This is not an isolated incident...it personally happened to me about two years ago, but again, I dont normally take the time to write reviews. The Firestone worker literally got a real attitude when I asked for a specific set of tires for my car while he was attempting to sell me a more expensive set. Ive been a Customer Care Director for government agencies and major corporations for over 30 years now...the up-sell tactics and soft-skills of the this team leaves much to be desired. I do understand the process and pressure for a business to make money. Much of their profit is from up-selling services to customer when they bring their vehicles in...Ive worked with clients and accounts and I understand it well. I know that these guys are mechanics and their skill-set is not in customer service, but they act despicably. Customers are supposed to be able to trust their recommendations based on their knowledge, experience and customer concern. They should NEVER lie or exaggerate the truth in order to make a sale...especially when it scares the customer. My wife told him that she was calling her husband, and she did call me. If the representative was acting with integrity, he could have asked to talk to me...Im very sure that he had my account up on the screen in front of him. Bottom line is...the bad attitude when a customer declines work and the shifty tactics used to acquire up-sells are totally unacceptable! I would venture to say that the response would have been different if it were a man. The Firestone management has a lot of work to do in creating a better customer service reputation...maybe its time to rotate a new team to Rowlett...

Anonymous User

I have always used Firestone for most of my vehicle maintenance and for the most part have always been pleased with their service...Until my experience with the Firestone in Rowlett, TX. My first experience was when I had a low tire after work. I drove to Firestone straight from the office (around 5:30P) to get them to patch the tire. I was told that I would need to leave the car with them overnight because they wouldnt have time to fix it that evening. Keep in mind that they were open for another 2.5 hours, there were technicians in the back sitting around, AND there was only two other cars in the shop. Needless to say, I left and went up the road to National Tire and Battery who were more than happy to help me and quickly got me back on the road. My second experience - against my better judgement - was today. I was told by another Firestone that my front brakes were in need of replacement, so I dropped my car off this morning to get the brakes repaired and an oil change. About 30 minutes later Firestone Rowlett called me and I was told that I needed about $1300 additional repairs. This included $1000 for struts that were not leaking and the car was not driving weird. The guy actually told me that the struts werent bad but my car has a lot of miles on it so why didnt I go ahead and just fix them...really?! Anyway, after declining most of their suggestions, I went to pay for my car. After spending a little over $200 on repairs, I was charged a $22 "auto inspection fee". Yes, they charged me to look at my car... I will continue to use Firestone for my auto repairs HOWEVER I wil not return to the Firestone in Rowlett, Texas. I was less than impressed both chances I gave them.

Anonymous User

today we took my Saturn Outlook into Firestone in Rowlett. I had a nail in both of my front tires and also needed an oil change. Firestone did the oil change and then called to tell us we needed a complete fuel system flush due to the high mileage on the vehicle. High mileage????? It has 30 thousand miles on it! Then we ask about the repair of the two front tires and find out that one of the tires had 2 nails not one. One of the nails was in the sidewall making it impossible to repair. Well Firestone took it upon themselves to make the decision to pull that nail out hence making the tire undrivable. It had only been a slow leak. While we know it needed to be replaced that was OUR DECISION... NOT THEIRS! They made a financial decision for us. They did not have that right. We did not have the 300.00 for a new tire at that time - AND to top it off... Firestone didnt even have a tire to put on the car. But of course - conveniently for them they could replace all 4 tires for the cost of close to 1K. So here we are being forced to find a replacement tire that is very hard to find. If Firestone had an ounce of respect or integrity they would have called us and informed us of the situation allowing US to decide if we wanted them to do anything at all with that tire at that time. Be very careful with this shop. They will escalate every situation and make things appear to be so much worse than they really are. They will try to talk you into very costly repairs that do not need to be made. I do not trust Firestone in Rowlett any longer and will not be giving them any more of my business.

Edward Cuellar

Just picked up my vehicle today, 10-1-2016.Customer service skills lacking, unless you like being called "man" instead of "sir" by people who you are paying to do work for you. Store manager very defensive. Took my vehicle in to get water pump replaced. When I picked up car, I noticed "check engine" light was on. I go to sore manager "AJ" and ask why "Courtesy Check" would not have picked that up. He goes on to explain that no, thats not what a courtesy check does and that it woulod be $79 to check that out. Jeez, I was just asking why someone would not have called me to tell me my "check engine" light was on so that I could at least know there was another issue. Not sure if managers changed or anything else but I will not be using this location any longer.