Enrique C Rzk
map-marker Hallandale Beach, Florida

I have been punished with negligence and lack of respect for been a trusting and good customer to that facility.

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Firestone Complete Auto Care - I have been punished with negligence and lack of respect for been...
Firestone Complete Auto Care - I have been punished with negligence and lack of respect... - Image 2
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I would like to bring your attention to an unsatisfactory experience I had at your Firestone Complete Auto Care located at 1W Hallandale Beach Blvd., Hallandale Beach FL 33009 auto repair shop on Friday, November 23. I have been a loyal customer, I brought my Fleet Company vehicle for regular oil changes and tire rotation and balances, my wife’s Fiat 500 for tire services and this time I brought my Mercedes S430 for tire rotation, balancing and oil changes for the cost of $357.00 (customer invoice 198197). That very same day, I purchased the lifetime tire rotation with balance offered on discount for my Mercedes. So I trusted this facility.

I picked up the car by 6:50 pm (shop closed one hour later that day) and took it to the drive through car wash. After I left the facility, I started getting massages on the screen and the lights did not shut off when I turned the car off. I had to manually turn the bulb off so that I could have power the next day and took it to the shop.

When I drove to the shop I heard that something was hanging loose at the bottom of my car and was touching the road. I showed Clarence, store manager, that the engine splash cover at the bottom of the car was hanging loose and got damaged for been scratched on the road. Perhaps some water from the car wash went into the system causing the electronic failures given the fact that the engine splash front cover was never installed and the rear cover was left loose by the technicians at the shop during the oil change leaving the engine unprotected without my knowledge.

When the car was lifted, the shop mechanic realized that the front part of the engine splash cover was never installed and was left at the shop. It was about 1:00 pm when I brought the car into the shop. The mechanics and management personal could have had the courtesy of calling me, the customer and let me know that something went wrong during the repair leaving me to find out the hard way. What if I had taken the highway that very same night I took the car from the shop and the part had come out and created an accident?

Clarence promised me that they would purchase and replace the engine splash cover and that they would perform a” courtesy check” on the engine to assess the electronic damages on Monday November 26. I took the car back to the shop. The car was left through the entire day and the only call I received from Clarence, the shop manager, was if anyone had messed up with the light bulbs. I went to the shop and by the end of the day, with me present there by the time of closing, they finally performed a computer test finding all kinds of electronic failures on the system trying to blame the light bulbs I had to turn off manually for the electric failures found.

No one has ever called me again to arrange the replacement of the part Firestone Autocare located at 1 W Hallandale Beach Blvd., Hallandale Beach FL 33009 (9**) **8 0288 damaged out of neglect.

I have been punished with negligence and lack of respect for been a trusting and good customer to that facility.

Sincerely,

Enrique Gonzalez

View full review
Loss:
$375
Pros:
  • Good tires
  • New tires
Cons:
  • Bad customer service
  • Hated the experience
  • Lying when they are responsible
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

1 comment
Bridgestone

Enrique, thank you for bringing your service concerns to our attention. We take matters like this seriously and we apologize for any frustration caused by this experience.

Please email us at socialcare@bfrc.com with these details and your contact information for further assistance.

We appreciate your business and thank you for choosing Firestone. ^Jennifer

Chris D Dcc
map-marker Quincy, Massachusetts

Over charged for service thye said i needed

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My wifes car had an expired inspection sticker. went to firestone to get a sticker. Firestone failed her said she need a front inner tie rod on a 2012 Honda Pilot. They said it would be over a thousand dollars to do the job. I called local mechanic he did the inner AND THE OUTER tie rods for $286.00. Sullivan tire was around the same price as my local guy. Firestone wanted to charge her THREE TIMES what my local mechanic charged us. These are facts
View full review
Cons:
  • Prices quoted are three times higher than my local mechanic
Reason of review:
Pricing issue
1 comment
Bridgestone

Hello, our prices should be comparable to other local shops. If not, please email us at socialcare@bfrc.com with your contact information, the store's address, and the details of your review, and we'll make this right for you.

Thank you. ^Katrina

Marcus D Mbb
map-marker Saint Peters, Missouri

My ongoing nightmare with Firestone Complete Auto Care.

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Customer reviews on other sites:

1.5 out of 5 from Consumeraffairs.com

1.5 out of 5 from Pissedconsumer.com

2.5 out of 5 from glassdoor.com

1 out of 5 from complaintsboard.com

1 out of 5 from Better Business Bureau (BBB)My complaint (below)

Time line:

08/26:

•Left Jeep Patriot in the am. Was informed later in the day they could not get in that day. Left it overnight.

08/27:

•Got call at the end of the day. Tech stated alignment could not be done due to ball joints. They needed another tech to look at. I did not do an inspection myself but took Tech at his word

09/01:

•Car dropped off. Tech confirmed ball joints needed to be replaced before alignment. Quote for parts and labor 292.58. Decided to do myself. Right and Left control arms/Ball Joints parts 110.00. While installing, realized ball joints were in fact good. Did not think much of it.

11/12

•Went online to scheduled appointment for 2 new ties and alignment. Appointment was for 8am. I ended up dropping it off at 5am and used a different vehicle. Secretary called at 1pm to verify progress. She was informed it hasn’t been worked on due to the key not being in the correct location in the drop box? (I was informed in my later call that this was my fault?) She was informed the records from the previous visit noted the ball joints and tie rod ends needed to be fixed before the alignment could be performed but that the tires would be put on before the end of the day.

I decided to call myself so I could better understand the situation. Tech informed me the Tie Rods needed to be replaced. I told him it was recommended, but was not the reason they rejected service on the alignment (verified via invoices). Tech then informed me I needed different tires due to size mismatch. Despite the price difference, bad weather was coming and I needed tires and alignment so I agreed to the tires.

11/13/18

•Our first major snowfall occurred the previous day. Drove slow on the highway into work due to possible ice on the roads. Jeep was still all over the place. I figured it was due to road conditions. Left the office at 4ish. While on highway 64 the Jeep was again all over the place and I almost hit another driver. The roads were in excellent condition at this point and no reduction in highway speed was needed. I pulled over to do a visual inspection of my Jeep. Nothing looked out of place or any tire issues.

I called Firestone and was informed the alignment was not done. I asked why, and why I was not informed. The only reason I bought the more expensive tires was due to needing them for the alignment. I was informed it was again the tie rods. In a calm but stern voice, I informed the Tech of my dissatisfaction with my service. I also brought up the ball joint which Firestone wanted to charge me 292.58 were not bad and could have easily went another 10k miles. The response from the tech was, “oh.” The Tech put me on hold. When he came back he informed me the issue with the Tie Rods was actually a loose nut on the ball stud (driver side). I asked why it was not tightened (takes 2 seconds to do). The Tech told me they were not authorized to do so?

Being disturbed that Firestone wanted to charge me for both Ball Joints and Tie Rod ends that in fact were not bad (parts and labor = 615.76), I asked for the corporate number so I could file a complaint. The Tech told me he did not know. He said it’s on the back of my invoices.

I called the Corporate Office and talked to Megan, case# 233****. She was very nice and helpful, if I get a survey she will get high marks. I told her what had happened which after our conversation she summarized. I was told this would be sent right up the district manager.

I jacked up the Jeep in my garage and tightened the bolt. It was only 2 thread marks from the other one.

Went online to schedule appointment. Confirmation was received and my Jeep will be dropped off in the morning.

11/14/18

•The Jeep was worked on in the A.M. They were called by my girlfriend to let them know to put the keys in the Jeep since I would not be there before close.

The invoice said the alignment was done, but was off a bit due to a shifted Sub Frame. Also it stated the right inner Tie Rod is slightly bent. I have not jacked up the Jeep to verify. It is a very uneasy feeling when every time they touch the vehicle, something else needs to be done.

11/15/18

•I called the corporate number back to follow up about my complaint (#233****). I talked to I believe Casey, she was nice. She told me I should have received a call. She said she would escalate it, but it will be another 24 to 48 hours for a response. I told her I typed up the incident and would like to send it in for review for the call. She informed me she did not have that information. I told her it wasn’t a big deal; I can send it in once I talk to someone.

I called the Jeep dealership to set up an appointment to look over Jeep. After my experience, I have a strange feeling someone might have done something to retaliate. Talked to David. I told him the experience I had with Firestone. He responds, “that’s Firestone for you.” That statement makes me think this is not uncommon. I will drop it off Friday 11/30/18.

11/18/18

Another 48 hours has passed. I am now filling the complaint with the Better Business Bureau.

Course of action:

1.Corporate call 11/13/18- No call back as stated.

2.Corporate call 11/15/18- No call back as stated.

3.File complaint with BBB-In process.

4.File complaint with Missouri Attorney General- N/A as of right now.

View full review
Pros:
  • There look on their face when i called them out
Cons:
  • Everything else
Reason of review:
To much to list

Preferred solution: Full refund

5 comments
Guest

Hack's nothing more

Bridgestone

Hello, We definitely understand your dissatisfaction with the services you have received and the mismanagement of your complaint file. We want to ensure this is addressed and would appreciate it if you could email us at, socialcare@bfrc.com, with the details you have provided here, your contact information, and your reference number to your file. Thank you for choosing Firestone, we value your business.^Kristyn

Marcus D Mbb
reply icon Replying to comment of Bridgestone

You obviously did not read the full thing, but I will email you at socialcare@***.com. I got my Jeep back from the professionals at Axleboy and have very disturbing news.

The fraud continues. Not only is the subframe not shifted as you said, but the tie rod is not bent as well. Your alignment machine is off.

I have added this on to my BBB complaint. I will add it to all the other review sites as well.

David T Nug
reply icon Replying to comment of Marcus D Mbb

Did you ever get your refund? I've been trying to get a refund from Firestone since January.

My college son spent over $750 to have an alternator and battery replaced at a Firestone on September 28th, 2018. Less than 4 months later (Jan 17, 2019) the alternator had to be replaced again. The alternator installed by Firestone was defective. My son broke down in another town and had to get it replaced right away to get back on the road.

Firestone won't make good on the bad alternator because he didn't come back for them to replace it. After store manager said there was nothing he could do, I was put in contact with Area Manager. He said there was nothing they could do since they wouldn't be able to return the bad alternator to their supplier. But, I have the bad alternator to give them so they can return it to their supplier..."oh, well there is still nothing we can do".

I then asked the area manager to provide me with the contact information of a higher level individual at Firestone so that I could escalate the issue and get a resolution. Well, as of March 26, 2019 I have yet to be contacted by a regional or divisional manager. The area manager simply says "it won't do any good to contact others because it will always come back to me". When I contacted Firestone customer service asking for higher level individuals with more authority, they respond by saying "regional mgr will contact you", then "divisional manager will contact you".

Of course, none of them ever do. Your customer service department simply sends me an email saying "sorry, that's not typical, please wait 72 hours and someone will contact you". My son needs to be reimbursed the $438 dollars he had to spend to fix the bad work that Firestone did. Since Firestone won't do the right thing, I filed a complaint with the BBB and the Firestone response to the complaint was an offer for a free oil change coupon.

Why does the Firestone customer service keep telling me they have escalated my issue and I will be contacted by a "regional manager" or a "divisional manager"? No one ever contacts me. I am very disappointed in the response from Firestone and the fact that they won't make good on a bad repair work. Since I was unable to get any response from a management level individual from Firestone I decide to try and reach out through the Firestone Facebook page, they seem to respond to comments but I've come to realize those responses are simply "bots" and not real people.

I see too many others on that page that have experienced the same thing I have, they get promised a contact from Firestone but know one ever actually contacts them to resolve their issue. The really sad part is that now Firestone has deleted all my posts and blocked me from posting additional comments on their Facebook page. All of this to try and get Firestone to do the right thing. It's sad.

Once a great company that was trusted for auto repair now rips off college students. It is obvious that Firestone will not stand behind its work. I guess they win. I hope they are happy you were able to rip off $438 from a customer.

Hopefully, I will be able to educate enough other people on the Firestone business practices so others are not taken.

Luckily, there are enough other auto service options. "Satisfied Customers Tell Three Friends, Angry Customers Tell 3000".

Guest
reply icon Replying to comment of Bridgestone

Not going to reply now?

View more comments (4)
Anonymous
map-marker Germantown, Maryland

Satisfaction

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Office Manager will and his staff did a wonderful job on my 2018 Chevy Impala customer service was excellent.
View full review
Phillip M Kiy
map-marker Tuckahoe, Virginia

Estimate of 327.99 but total bill at pick up was 455.15

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abs light stayed on so I went to firestone for repair and was told cost would be327.99 but the charged me 455.15 stating that they did a computerized engine analysis without my ok
View full review
Loss:
$100
Cons:
  • Estimate was less than bill
  • Worst customer service ever
Reason of review:
Pricing issue

Preferred solution: Full refund

1 comment
Bridgestone

We understand how this would be frustrating. If you would like to discuss this with us, we can definitely provide assistance.

Please, send us an email to, socialcare@bfrc.com, with the details of this visit, your contact information, and the invoice number. We value your business and thank you for choosing Firestone.^Kristyn

Theresa R Ktu
map-marker Pottstown, Pennsylvania

Annoyed and angry

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Went in for a new tire, and left with a broken driver seat. The employee that worked on my jeep moved my seat for his comfort.

Obviously did not know what he was doing . He cracked the panel that frames the seat and broke off a plastic casing and srew that operates my electric seat. The seat still can move, but the gears make an awful grinding noise that was not there before. When I opened my door to get in, I could see that the panel was pulled away exposing the gears.

What *** me off the most is that they never told me! When I brought it to their attention, they made a bunch of *** excuses. They can't fix that!

They would have to order a brand new panel. I don't trust them to even try.

View full review
3 comments
Machele Imf

You really should have taken them up on their offer to fix what they broke and, if not acceptable once they fixed it, make them do it correctly---or, take legal action if not. I see the company responded to your complaint and wish to hear from you. Do so.

Bridgestone

We will be happy to address any concerns you have with the service you received from our store. If you would like to do that, please, email us at, socialcare@bfrc.com.

We will need full details of the issue that occurred, your phone number, and any applicable invoice numbers. Thank you for posting your feedback for Firestone.^Kristyn

Bridgestone

We will be happy to address any concerns you have with the service you received from our store. If you would like to do that, please, email us at, socialcare@bfrc.com.

We will need full details of the issue that occurred, your phone number, and any applicable invoice numbers. Thank you for posting your feedback for Firestone.^Kristyn

View more comments (2)
Anonymous
map-marker Canton City, Ohio

62 Firestone in Canton ohio

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I went in there on labor day to get a price on 4 tires . I was in there for 15 minutes and no one came out to see if I needed help.

I was mad and disappointed because I have never been treated like this by the 62 Firestone. I guess off to Sears

View full review
2 comments
Bridgestone

We are truly sorry to hear of the lack of service you have received. We would like to have the opportunity to investigate your concerns with our store.

If you would like our assistance, please, email us at, socialcare@bfrc.com, with a description of the issue that has occurred, your contact details, and your invoice number or the store's address. Thank you for coming to Firestone, we look forward to your response.^Kristyn

Machele Imf

Labor Day is in September. Why did you wait so long to complain? I expect the employees were rather short-staffed---it being Labor Day---and, thus the wait for assistance.

View more comments (1)
Anonymous

Terrible

I stopped using Firestone more than 20 years ago when I had them do my brakes (all four wheels) and asked for the original parts back. They handed me the old pads for disc brakes for the front and drum brakes for the rear.

Except that my car had 4-wheel disc brakes (which weren't common at the time). I told them these weren't my brake pads, but they looked at me and said I was wrong and insisted that they were my parts. So I walked over to the car and pointed to the rear tire, and said, so you took these DRUM brake pads off of the DISC brakes? They tried to tell me that "cars don't have disc brakes in the rear, etc." Upon further investigation on my part, I found they hadn't even touched the rear brakes at all, but had charged me for doing the brakes on all four wheels (probably figuring the rears weren't all that worn and I wouldn't notice).

Well, I did notice and I insisted on my money back. I never went back to Firestone.

View full review
1 comment
Bridgestone

Thank you for contacting Firestone. We are sorry to hear about this experience you had.

If you like to have your concerns addressed, please email us at socialcare@bfrc.com with your contact information, invoice number and a link to this review.

We will have your concerns addressed by our management team. ^Miguel

clinton H Djo
map-marker Waynesburg, Pennsylvania

Overcharged for service

I took my buick enclave in to be checked out and was yold front motor mount was bad i was charged 380 dollars and when i went to front desk to check out i saw the invoice for the part that stated 86 dollars for the part and when i mentioned this the countrr person pulled away paper and said my part was 185 dollars. I called around and found out the part was actually 86 dollars like invoice said and when i called back the shop and asked how much they charged per hour for labor.

I was told shop fee was 106 dollars per hour and that is how long rhe job took yhe mechanic to do. I called two other shops in fort smith, ar and was told the parts and labor run 210 dollars. I got over charged by at least 170 dollars which is crazy now i know everyones rates vary at least up to fifty dollars but this is too much.

The store was the firestone complete care 4901 Rogers avenue fort Smith, ar. I applied for your card and was planning on purchasing tires but am a little leary now if this is common practice.

View full review
2 comments
Bridgestone

We are sorry to hear of your pricing concerns and would be happy to offer our assistance. If it is not too much trouble, please, email us at, socialcare@bfrc.com.

We will need full details of this visit, your contact information, and the store address. You are a valued Firestone customer, and we look forward to your email.^Kristyn

Machele Imf

No shop is going to charge you the same price for a part that they paid for it. They need to charge more in order to make some money.

As for the labor, they can charge whatever they want. When you go to a repair shop, the first thing you need to ask is what is your hourly labor charge, or what is the fixed rate to replace the part you need. You are under no obligation to have Firestone do repairs on your vehicle if you don't like their prices.

Next time you need repairs, shop around. Take this as a learning experience.

View more comments (1)
Tim D Kir
map-marker Southwest Dallas, Texas

Triple Promise My ***

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Set an appointment for 12 noon for an alignment and it was confirmed via e-mail.

Showed up 10 minutes early and waited for the customer in front of me to finish checking in for the same service. When I told the employee I had an appointment for 12:00 I was told it would be about 2 hours because the other customer had gotten there first. When I told him that they guaranteed to be ontime I was told that

"I understand what it says online but the reality of it is that it will be 2 hours". I asked to speak with the manager and was told that there wasn't one there. There were only 2 people working there and at that time they were they were both in the lobby.

I told the guy that was unacceptable and they had no business making appointments that they couldn't keep. The guy then asked me "do you want me to take care of this or not." If you are reading this DON'T WASTE YOUR TIME WITH THESE RUDE JERK-OFFS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

View full review
Loss:
$200
Cons:
  • Whole expeerience
Reason of review:
Order processing issue

Preferred solution: Full refund

1 comment
Bridgestone

We are truly sorry to hear of the poor customer service you have received from one of our stores. We would like to address this situation with our team.

Please, email us at, socialcare@bfrc.com, with the events that occurred during this service, your contact details, and the store address. We value your business with Firestone and look forward to your email.^Kristyn

Anonymous
map-marker Upper, Arkansas

Overcharged

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I went to firestone complete care and was overcharged for the replacement of the front motor mount for my 2010 buick enclave cxl. I was charged 200 dollars for an 86 dollar part.

I called two other shops in the fort smith area and they quoted me 210 dollars to repair the vehicle and i was charged 387 dollars by your auto center. I can understand a small didference between shops of 50 to 60 dollars due to shop fees but this was extreme.

I signed up for one of your credit cards and this charhe was after my five percent discount in which i was charged 22 dollars for vehicle inspection but most places waver that if you use their shop for the repair but apparently firestone doesn't. I had plan a near future tire purchase at your store but i am now second guessing that due to this occurence.

View full review
1 comment
Bridgestone

We would be happy to offer our assistance with your pricing concerns. Please, send us an email to, socialcare@bfrc.com, with the information you have shared here, your phone number, and your invoice number or the store's address. Thank you for choosing Firestone.^Kristyn

Anonymous
map-marker Charlotte, North Carolina

RUN AWAY TIRE FIRESTONE DURHAM NC

I'm glad that sharing my experience could be of great help.
View full review
Reason of review:
Bad quality
1 comment
Bridgestone

Hello, thank you for sharing your feedback. If you would like to discuss any questions or concerns, we will be happy to help.

Please, send us an email to, socialcare@bfrc.com, with full details, your phone number, and your invoice number or the store's full address. Thank you for choosing Firestone.^Kristyn

Abed R
map-marker San Francisco, California

Worst customer service.

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I had my car recently serviced at Firestone Auto Care at 715 Contra Costa Blvd, Concord CA. It was a very bad experience, one of the two guys at the customer service should not be doing this job,he is unprofessional and he behaves in untrustworthy and fraudulent way.

He had the mechanic do some work on my car that I did not authorize or consent to and charged it to my Firestone credit card, I don't have a complaint against the mechanic who did the job, he just did what he was asked to do by the customer service guy and actually did a very decent work.

I have been a Firestone Auto Care loyal customer for many years and this is the worst customer service I've dealt with.This was only one of the incidents with this customer service guy and there are more. I decided not to go to this Firestone anymore and to do my cars service somewhere else at least until this guy is no longer working there.

View full review
Reason of review:
Poor customer service
1 comment
Bridgestone

Hello, we definitely hold our customer service to a much higher standard that you have described. We want to make certain that your concerns are directed to the appropriate team to investigate where we missed the mark.

Will you please email us at socialcare@bfrc.com with your contact information, the store's address, the invoice number from this visit, and the complete details of your review?

Thank you for bringing this to our attention, and we hope to hear back from you soon. ^Katrina

Lotta Xli

Disappointed on the service

I bought two new tires nine months ago. And I bought the one-year warranty front in alignment at the same time. So after nine months I go back to buy two more and then they wanted to charge me for the alignment again 89.99. They said it’s been over a year since I got the tires so I go back in my truck and get the receipt show them that they were wrong they had to reimburse my money back I was very disappointed on their service. They try to cheat me out of my money . So it does pay to keep your receipts .
View full review
1 comment
Bridgestone

We are sorry to hear about the negative experience you had. Please email us at socialcare@bfrc.com with your contact information, invoice number and a link to this review.

We will send your concerns to be addressed by our management team. ^Miguel

Barbara A Igq

Customer Unservice

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Updated by user Mar 06, 2019

Well, after I posted something on the website about my issue and posted my complaint here the manager of the local Firestone store called me to tell me there were refunding my money. He apologized and stated that the assistant manager was supposed to call me right...

Original review Mar 05, 2019
I took my car to a local Firestone to have a headlamp replaced on or about February 6th. Done quickly price was not too high.

My grandson told me that the same light was out again. Took it back the tech looked at it said "there is moisture inside the lens caused bulb to go out, and I need to have the entire assembly replaced. Why didn't he tell me that initially? Cost of the assembly $258 each, they can't go the work I need to take it to the dealer.

On February 11 I contacted Firestone customer service, received an email asking for contact info...phone and mailing address.

The email said after receiving the information I would be contacted in 48 hours. Still waiting....March 5, 2019.
View full review
Loss:
$60
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
Bridgestone

Hello, we are happy to hear this was able to be resolved. If you have any further questions or concerns, please, feel free to email is at, socialcare@bfrc.com. Thank you for choosing Firestone.^Kristyn

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