Update by user Jul 06, 2017
Called Firestone on 07/03/17 and spoke with customer service. Was put on hold, hung up after five minutes and called back.
Spoke with Emily. I was given a file number for my case and a phone number for Firestone rep (Juan). I called on 7/3/17, left message for Juan to call me.
No call. Called Juan on 07/06/17, left message.
Original review posted by user Jun 24, 2017
On 5/22/2017, I took my Toyota Camry (mileage 72,300) to Firestone in McKinney, TX, for an oil change and to have the wheels balanced. This was done.
They also did a curtesy check and I was told I needed a battery, a new bulb for the brake light, power steering hose, and that I needed struts and shocks and would also require an alignment. I had the battery replaced and a new bulb for the brake light and decided to wait on the other repairs. While driving the car after the wheels were balanced the car vibrated at about 60 miles per hour. I took the car back into Firestone on Saturday, 05/31/2017, to check out the vibration.
The wait was too long so I told them I would bring the car back. On 06/02/2017, I took the car back in to Firestone. I decided at that time to have them re-balance the wheels, install the struts and shocks as they had recommended, do an alignment, and install the power steering hose. I drove the car home (approximately 20 miles) and parked it in my garage.
The following morning I got into the car and after driving a quarter of a mile I notices a red light came on. I pulled over as I had never seen that light on before and consulted my Toyota manual. This light was a charging system warning. The manual stated I should not drive the car and it was in need of attention.
I did turn around and drive the car back to my garage at my house. My phone was not working during this period (it was locked and I could not dial out or receive calls. I sent two emails to Firestone customer service explaining the problem and heard nothing from them. On 06/06/2017, I called a tow truck and my car was towed to Firestone.
They called me to tell me the car now needed an alternator and I authorized that. I picked up the car late in the afternoon and began my 20 mile try home. When I exited the freeway the car died and I managed to get it off the road. The red charging system light was on again and also a light to the right of the charging light.
There was also a strong odor of something burning. I exited the car as quickly as possible as I thought it would catch on fire. I called Firestone and explained what had happened. They told me to call the tow truck again and they would pay for the tow.
I was told by Firestone that they had determined that a rock had somehow hit the radiator and made a hole in it and all the water escaped. They also told me the engine was blown and it would need another engine. I spoke with the manager at McKinney Firestone and he was no help. He seemed bewildered and at one point stated he did not know how the water got out of the radiator.
Also there was still coolant still in the reservoir. At this point I had lost complete trust in Firestone and the employees at this McKinney location. The car was towed to a nearby Toyota dealership for a second opinion. The dealership employee's name is Justin Ryan.
He told me that Firestone asked their employees if they knew anyone at Toyota in McKinney and that one of the employees had previously worked with Justin and had since moved to Firestone. That is how Justin came to be involved. Justin called me the following day to tell me he thought a rock had damaged the radiator and that an employee had ascertained this by the use of a mirror. I consulted my insurance company, Farmers, and filed a non-collusion claim.
They towed my car to Richardson Automotive in Richardson, TX, which was recommended by an adjuster. The adjuster called me several days later and stated that there was no damage to the radiator and that repairs would not be covered under my non-collision policy. I was told my Richard Ramirez at Richardson Automotive that he checked the oil and there was two quarts of oil OVER the amount that should have been in the car! He suggested that the burning I had smelled was the oil overflow burning on a hot engine and not the engine itself.
Also he noted the coolant was still in the reservoir. He also stated that there is something in front of the radiator ( sorry, I forgot what it is called) that would have been damaged also as it was in front of the radiator and that part was not damaged. I need help. I bought the car new in 2009 and the car was well taken car of and only had 72,300 miles on it when this all started.
I am a 73 year old retired lady who knows little about cars and relies on service personnel to abide by the fiduciary rule advise me what repairs are needed without creating them. I believe Firestone caused damage to my vehicle, I am assuming by mistake, and tried to cover it up. I also believe they advised me to have work done that was not needed. Again, I need help in getting to the bottom of this.
Thank you. Gracie Troini 972 838 0112 1525 Colgate Drive Van Alstyne, TX 75495
Review about: Firestone Complete Auto Care Car Repair.
Reason of review: Not as described.
Monetary Loss: $10000.
Preferred solution: Full refund.
I didn't like: Apparently never got the diagnosis right, Mgr of no help never verified the radiator damaged in any way, Dishonest practices, Poor service, No email address listed on web page.