Featured
Sorsha M

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Wilmington, North Carolina

Vehicle Compromised & Not Drivable

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Firestone Complete Auto Care - Vehicle Compromised & Not Drivable
Explore video interviews
Advertisements
Firestone Complete Auto Care - Vehicle Compromised & Not Drivable - Image 2
Firestone Complete Auto Care - Vehicle Compromised & Not Drivable - Image 3
Updated by user Jan 08, 2024

No further developments so far.

Original review Jan 08, 2024
I took my vehicle for coils and spark plugs at the end of the summer, 2023, because I threw a cylinder 3 misfire code, and I couldn't get to my regular mechanic team. I didn't get my car back for about a week, charged me around $1100 to fix the problem, and when I got it back it was running extremely loud.

Flash forward to the beginning of December, 2023, and my car is not drive-able. I scanned the car and it threw a cylinder 4 misfire code. I took it to my regular mechanic and they said it sounds like Firestone didn't do something right, and that I should call them and see if they'll do any warranty work for me. When I called Firestone they said it was outside of their 90 day warranty policy and that they could POSSIBLY do some warranty work, but they would have to diagnose it themselves (I had 2 different people diagnose the car already and had paperwork for both), and when I asked how much it would be they said it was going to be over $100.

I've had a car savvy friend look at my car since, and there is damage to my engine is not reparable without spending thousands of dollars that I don't have. I've literally been told it would be cheaper to get a new car. Based on reviews I've read, it's not uncommon for these guys to "fix" your car. I genuinely believe that they compromised something in my vehicle, because up until I took it to Firestone on Shipyard I never had a problem with my car.

I've taken psychotically good care of my care, and now I have to figure out a way to get a new one. Because of these guys, I had to miss Christmas with my family and have been without a car for a little over a month.
View full review
Loss:
$1100
Pros:
  • Take walk-ins
  • Fix the smaller problems you have
Cons:
  • Create a bigger problem than what you walked in with
  • Overlook the bigger issue

Preferred solution: Full refund

User's recommendation: Go ANYWHERE else

1 comment
Bridgestone

Hello Sorsha, we are sorry to hear of this experience you have described and would be happy to ensure this is addressed by the appropriate team. Please email us at socialcare@***.com with the complete details, store's full address, your contact information, and any related invoice numbers.

You are a valued Firestone customer and we hope to hear from you soon. ^Jason

Jorja Chb
map-marker Los Angeles, California

Brake Inspection

Brake Inspection was not the way you advertise. No wheels were pulled off. Didn't look to see if I had ABS, had to ask. I feel it's a scam--- showed me how I need tires--- yes I was planning that next. But brakes were more important. Only drive a 2 mile radius --- tires not that bad yet very disappointed!!!
View full review

User's recommendation: Don't believe Firestones advertising

1 comment
Bridgestone

Good evening, Jorja, we are terribly sorry to hear that you are unsatisfied with your brake inspection at one of our stores, and we want to make sure this is addressed by management as we value your business with us. Please email socialcare@***.com with your contact information, invoice number, address of the store in question, and complete details of your visit.

We look forward to receiving your email and appreciate you choosing Firestone for your auto-care needs. ^Nicholas

Michael B Kob
map-marker Mountain Top, Pennsylvania

Read details below

Before our trip down to Florida I noticed the pulsation in my rear brakes were getting worse. It was an issue that started earlier and I ordered and received new brake shoes and a caliper and parking brake shoes and rotors/drums which were not worn but were rusted as I dont drive the truck daily and found out local shops dont turn rotors anymore like the old days after calling several places and a few that do only under the condition they are doing the entire brake job. I had also noticed one front brake caliper was not hot, but was not as cool as the front caliper on the other side. I suspected it was starting to bind up. So I ordered and installed the caliper.

I also received new brake pads. Unfortunately the new drums/rotors did not arrive.

Something went wrong with the order so I did not have them in had to install before the trip.

I noted the rear discs were pitted from rust which is a common thing in PA but also that my rear parking brake actuators were sticking keeping my parking brakes engaged from being rusty as well which was causing heating of the rear drums causing risk of them warping and no doubt ruining the parking brake shoes.

They would not correctly release on their own. I backed off tension on the parking brake cable and manually released the actuators and let them remain that way with parking brakes disengaged and disabled so it was fine for the trip down til we get to a shop in Florida near our stay.

This worked fine for the trip down. No more engaging and sticking parking brake shoes. Just had the slight pulsation when braking at a red light or stop sign etc. which I simply went easy on braking and actually I always drive was on throttle and braking to protect transmission etc from todays powerful diesel motors. This is a Ram 3500 dually with Cummins diesel.

We could leave it at a shop in Florida shop as we ride motorcycle and ride it to go snorkeling etc or fish on the lake we were staying at.

We then decided to call a shop in Florida to replace the brake rotors/drums at the end of our drive down. I prevented the brakes from overheating and causing damage but knew the pulsation will just have to wait along with having parking brake cable loosened with slack til the rotors/drums are replaced and new parking stuck rusted brake actuators replaced but that is ok.

I called Firestone local to our stay in Inverness but they were getting their heavy duty truck lift replaced and told me we had to call Oxford Firestone an hour away as they have a large enough truck lift for my dually. . (we also have a Firestone credit card so we were going to save vacation cash and use the card thus chose Firestone)

Oxford Firestone phone call making appointment I called I while driving to Florida from PA and James (manager at Oxford store) answered and we discussed the work we wanted done:

Replace brake rotors/drums

Replace parking brakes

Replace parking brake actuators

Install new shoes and pads I am providing which I had with us.

Adjust parking brake cable back to its proper tension.

Rotate all tires and set pressures

Change oil and filter. Use Rotella T oil and if they dont have it I will provide it.

Add 1 qt of Hotshot Ant-stiction treatment to the engine oil in place of 1 qt of oil they would add.

Its well known it keeps injectors clean for optimum performance and engine components better lubricated and it literally makes diesel engines smoother and quieter. Diesel engine rebuilders recommend it as well. He said company policy doesnt allow adding the additive and I said ok but it would have saved me the hassle of the messy draining 1 qt by simply putting in 1 less quart or Rotella in during the oil change. Also I am not asking to add a product I am not sure about and I am happy to pour it in myself if you just leave the oil 1 quart short so I can fit it in. He said no to that as well so I thought guess I am going to pay $8 or so for a quart of oil I will simply have to drain myself later.

Change transmission fluid and filter

Replace fuel filters

I discussed the sticking P brake actuators and mentioned it requires pulling axles out of the way because the hub flanges (where tires bolt onto) are in the way of accessing the actuators so I offered to bring the actuators and axle seals myself picking them up on my way down there and James said not to worry, a quick phone call to Autozone or Advanced Auto which both are literally across the street from his shop and they will deliver the parts.

I had already called Autozone and Advanced Auto pricing the actuators and seals and several had them in stock.

We of course would be driving by many on our trip down from Pa.

He said it would be an all day lengthy job

. I said I expected it to be so because of the actuators and we planned to bring my motorcycle in tow on a small trailer with us to spend the day site seeing if its ok to park the trailer out of the way there somewhere. He said no problem, extra space over by the dumpster.

Firestone appointment

We arrived, in the parking lot. James came out and told us they are hammered and very busy and he was speaking in a very sour moody tone. He said it will be quite a while before they can take my truck in and asked if we still want it done.

I said yes because we drove almost an hour ad a half or over an hour anyway because our local shop was replacing their truck lift and as long as he can have it done later that afternoon or end of day etc as we have anticipated the long day and brought the motorcycle per our previous discussion on the phone.

He gave me instructions where to disconnect my bike trailer and pushed it out of the way near their dumpster to avoid using an extra parking spot.

Karen was waiting near the customer waiting area so I drove the bike around the building from dumpster area to waiting room area and went inside and gave James the keys to the truck and said see you in the afternoon. We put on our jackets etc. and got on the bike and when I went to start it, it appeared to lose battery power. I tried catching in gear but the battery was just too low. (electronic ignition bikes need at least 10 volts). Apparently winter time in PA sitting in the garage killed the battery even tho I had charged the battery days before leaving PA.

Karen and I agreed this is just a small setback. We have 2 auto parts stores across the street and should be half hour max and be out site seeing. Not difficult to change battery on this model.

I told Karen I will just call the 2 auto parts stores across the street and see if they have a battery. Only takes about 10-15 minutes to replace and the tools are in a tool set in the motorcycle.

Unfortunately neither store could confirm they had one but the Advanced Auto store told me there is Luckys Motorcycle shop 2 miles away and gave me the number.

I called and they said they had 4 batteries in stock for my model bike. If I want he can set one out for me and reminded me to bring in the old battery to avoid a core charge. I said thank you and I will head over for it, just got to get the keys to my truck and fly over quick and get the truck back to the parking lot waiting for its repairs which according to Jim wont be for a few hours. It is only 2 miles to Luckys.

This is when things went bad.

I went inside Firestones lobby and James was out in the garage so I headed to the garage and asked him if I could get the keys back and take the truck for about 15-20 minutes.

Told him the situation and a new battery was only 2 miles down a quiet rode literally waiting for us on the counter. The store clerk is expecting us.

He said Oh no I cant let you take the keys! We are very busy! said this in a moody tone.

I said you just said 5 minutes ago it will be quite a while before you can pull my truck in cuz you are slammed and you just opened.

The dealer is only 2 miles away and basic math tells me at 60 mph that equates to 2 minutes each way and the battery is on the counter waiting for me. So add another 2 minutes to pay for it. That is ideally only 6 minutes but lets say 20 minutes max.

He said no I cant do that. We are too busy. I said I dont see a single car on any lift ready to come down and moved out freeing anyone to work on my truck (remember we were in the garage at this time).

By the time they even so much as put a wheel on or simply lower the lift and back a vehicle out and park it then run the keys in and write down their repair notes on the invoice I would be back anyway.

.

I asked What happened to It will be quite a while?

He then unbelievably said Ok I will give you a choice, an ultimatum,

(he grabs my keys off the wall dangling them in front of me like a dog having a steak dangled in front of it) and says you take these keys right now and I will push your truck all the way back to the end of the day! Being very arrogant while saying it. I said excuse me, we drove well over an hour to get here and its a full day job.

It is my truck and I only need to drive it 4 miles round trip to save our day and you just gave me an ultimatum for an appointment I made days ago?.

He said well do you want the keys or not? (dangling the keys)

I said fine WE WILL WALK THE 4 MILES! We NEED the truck repaired today as we are over an hour away from this location!

Well we ended up spending 2 hours walking around the local stores such as Walmart etc hoping to find one closer. (I wish I thought of Uber at the time. Karen usually does as well but was also so shocked and upset and humiliated and overheated from the sun we werent thinking clearly).

After no luck at any local stores I called Luckys again.

Fortunately I mentioned Autozone had a model battery that sounded close to mine but not exact same number so it might or might not fit and I couldnt buy it and try fitting it in and be forced to keep it if it doesnt fit as it is an electrical part which is the policy for electrical.

He asked if I knew the model battery Autozone has, I did and told him the battery model and he said Oh you are good to go, it is the exact same battery, Duralast uses 2 model numbers for that battery. It will work. So we could have save hours of humiliating walking around town on large busy fast moving traffic streets dodging traffic etc carrying a battery, sweating etc..

Great so I ran back over to Autozone carrying battery (ag ain4 long blocks from Walmart) as Karen sat in the shade under a tree resting and I got the new battery then carried the new battery the 4 long blocks abck to the bike at Walmart.

Installed it and it was now 12 noon. 2 hours had passed.

We were tired and hot from walking from store to store, running back and forth across the 4 lane to 6 lane highway from shopping strip to shopping strip in the hot sun. We are from PA winter and were not used to this weather.

We decided to sit for a while to rest up and cool off in the waiting room where it was cool and drink something being thirsty at this point. So much for the fun site seeing ride on the motorcycle. To tired to deal with traffic on a bike. Not safe. Maybe in an hour or so and then take a ride as we did not expect to be done for maybe another 4 hours.

To my total surprise 20 minutes later James suddenly pops in saying the truck is done and the mechanic is test driving it and should be back in a few minutes.

Few minutes later mechanic drives in briskly into the parking lot and jerks it to a stop grabbing the keys closing the door a bit hard. James then headed out to the mechanic in the shop.

I thought wow, I wouldnt drive someones $80,000 truck (or more these days) like that but didnt say anything.

I also had the bad sense hit me and thought and said to Karen That seemed too quick to do all that?

Either he is really good and fast or he took shortcuts. And got a knot in my stomach.

James then returned in a brighter mood and said the truck is PERFECT! You are all set. I asked you put Rotella T in for the oil right? He just gave a quick Yup. Its all done!

Suspecting it was too fast I asked if I could see the old brake parts as I was just curious how bad the rotors and actuators were as I also wanted to see how frozen the actuators really were compared to what I was suspecting.

He said ok and that one break adjuster was replaced as it was extremely rusted and froze up and badly damaged. I said ok and glad the mechanic took care of it but raised my curiosity that he didnt mention the frozen actuators as he knew that was my biggest concern because they can cause overheating and destroying the $1000 in new parts just installed and are the biggest part of the job requiring most of the day to replace as they require removing EVERYTHING to access them and I made sure I expressed that was the urgent part of the job during our previous phone conversation days ago. Now I began to think here we go, another job not done right cuz James is not answering my specific concerns of the actuators in detail, just vaguely.

I went to the lift where my truck was repaired and saw my old rotors and saw they were indeed pitted beyond repair (beyond turning on a brake lathe as they are very expensive to replace on duallies).

I saw the brake adjuster on the floor next to the lift. To my surprise it was in perfect condition. Threads had no rust which is amazing for a PA. No stripped threads or marks etc, while holding the adjuster up in my hand I just quickly asked James and the mechanic My old adjuster? and he and the mechanic nodded yes.

I wondered why he replaced it but didnt ask not wanting to get into an argument and see more of the whole picture looking for the other parts.

I immediately put it in my pocket when they looked away talking to each other knowing there is some bs going on here.

Now I was most concerned to see the old parking brake actuators.

The $28 parts that are at the heart of the system requiring removal of entire brake system, wheel bearings, axle seals, and axles to replace them.

THE VERY PARTS THAT IF LEFT IN WOULD DESTROY THE ENTIRE $1000 JOB THAT WAS JUST DONE! THEY WILL FORCE THE PARKING BRAKES TO STAY ENGAGED COOKING EVERYTHING EVEN RISKING FIRE! The parts we had an extremely detailed conversation about over the phone.

I looked on the lift, in the truck, on the floor, in the garbage cans. Could not find them. This is the most important phase and very reason for this appointment. REPLACE THE ACTUATORS which was expressed IN GREAT DETAIL over the previous phone conversation!

Replacing the drums/rotors and parking brakes as they were compromised by the stuck parking brake actuators without replacing the actuators is pointless.

I could not find them so I asked James and the mechanic where the old actuators are hoping he brought them into the office knowing I already mentioned I would like to see them per the phone call.

James says oh we didnt replace them. I said in total shock, Are you serious? You just did $1000 worth of replacing parts and left the very parts in that will destroy the entire job??? You had ALLLLL this apart, tires off, calipers off, brake pads off, brake drums/rotors off, parking brake assemblies, shoes, springs, retainer all off, axles pulled, axle seals, with those rusted solid damaging actuators totally exposed now only requiring one small bolt and slide off of cable and slide new on and new rubber boot and put one bolt back in BUT DIDNT, but replaced the parking brakes and everything else WHILE YOU KNEW VERY WELL IN ADVANCE DAYS AGO PER OUR DISCUSSION they are rusted solid and will lock these new parking brake pads against the new drums and I even offered to provide new ones along with providing the necessary axle seals in case you didnt have them or could not get them in time and you did not replace them installing EVERYTHING back on over them??? Are you kidding me?

He said We didnt replace them because they are a dealer item only and we dont go to the dealer to get parts so we dont do dealer item only part jobs. You have to go to the dealer now and have them replace them.

Then the lying mechanic backed him up seeing I was upset and could tell I knew I was being lied to by James and said yea, they are only available at the Dodge dealer and dealers have to replace them. First I asked what happened to that lengthy extremely detailed discussion we had over the phone about the actuators and axle seals and you telling me NOT to pick them up and you can get them across the street and even discussed the price of them with you getting them vs me getting them and you saying no problem we got it when I expressed how important it was to replace the actuators, not polish the rust off them as someone might be tempted to do to save cost on replacements just to have them rusted again in 6 months and replace the axle seals taking no chances re using the old seals? What happened to THAT conversation James???

I said are you kidding me? The dealer will have to rip ALL this apart again!

You do realize the cost right? What $200/ hr. for a dealer??? To RE DO 4 hours or more of what you just did (and was at that time questioning exactly what did he do in such a short time and now the lies) and then another 10 minutes to replace the now exposed actuators you decided to ignore???

Also these ARE NOT DEALER ITEM ONLY PARTS!

I then said watch how long it takes me to locate these parts without sourcing from any Dodge dealer!

Then the mechanic jumped in and repeated trying to convince me Yes they are dealer item only parts. We cant get them and Autozone and Advanced Auto wont carry them nor anyone else but Dodge.

I said WRONG they ARE NOT dealer item only! I said let me show you!

First look at my phone, I will pull them up at BOTH Autozone AND Advanced Auto in a matter of seconds!

I did just that. Even showed them the price at each place. $4 dollars difference between them and then added As a matter of fact I spoke with Advanced Auto and they said they didnt have them in the Oxford store but can get them there in 2 hours from the next closest store toward Ocala.

That was while I was there searching for a battery that morning and I actually had a gut feeling about this manager and his mood and attitude just in case he forgot to order them himself.

I typed in 2016 Dodge Ram 3500 dually parking brake actuator in Google search and instantly had countless results pop up with pictures and prices of them from many autoparts stores and websites such as Rock Auto Advanced Auto, Autozone, NAPA etc.

I then said As we discussed earlier on the phone one store has them for $28 and the other across the street sells them for $32. I realized the brake pads, shoes and drums and hardware were all very common and always in stock thru my experience but that the actuators are not as common and I am counting on the assumption this manager had the foresite of ordering them 2 days ago when we set up the appointment.

I said YOU HAD since last FRIDAY to get them AND I OFFERED to pick them up on my way down! So now you just wasted all this work and 3 hours round trip and fuel plus all this morning of our time and the brake adjuster looked perfectly fine. Not stripped, worn and not even rusty, and turns smoothly and was not even a problem and if you disagree with that show me what exactly is wrong with this brake adjuster. Neither said a thing to defend their lies. They both walked away back into the waiting room.

So we got in the truck and loaded up the trailer and motorcycle. Drove out the parking lot and before we got to the first traffic light saw all the warning lights, check engine lights, front and back parking sensors not functioning warnings, ABS light, Traction control light, see dealer for DEF system servicing message, see replace fuel filter message, TPS system malfunctioning. Parking sensor switch led lights blinking not turning on after several tries to turn them on.

Fuel filter change warning, tps system saying a rear tire. I forget which but was a rear tire (not a coincidence as that is what this butcher worked on.) New check engine light.

New "Have dealer service def system" warning. etc etc etc .

We immediately did a u turn and went back amazed the mechanic had the conscience to drive it with all these warnings, lights. Codes etc and say its perfect Got back to the shop and asked what happened.

James put a scanner on the truck and said the right rear abs sensor is erratic. Might be bad or maybe a piece of debris or rust got caught in front of it.

He then said he reset the computer and erased the codes after reading one saying Right rear abs erratic signal, (again not a coincidence its the rear abs sensor or reluctor ring etc. If they come back on bring it back in 2 days..(Thursday).

I said you cant work on it now? Parking lot is empty and so was the shop. We drove over an hour to get here and now its worse!

He said maybe rust got in the sensor mounting hole blocking its signal.

Come back Thursday, thats all I can do. I am off tomorrow.

I said that seems like sloppy work, Ive replaced abs sensors in the past many times over decades and you always clean the area and look in the sensor mounting hole first and had only one not work properly upon installing it in all those years and it was because it was a defective sensor Rock Auto parts sent me, but I guess its possible. I suggested he look for a loose connector etc. Maybe the mechanic forgot to connect a wire harness connector with all these new computer lights and warnings and it could save us another 3 hour round trip especially with todays fuel cost.

This mechanics garbage work was really showing itself now and his word.

I also ASKED James how the ring tones were cuz a cracked ringtone (especially from a sloppy heavy handed hammer slinging mechanic) will cause an erratic signal) when he scanned my trucks system because of the sudden new abs light and he said "oh the rings were fine". (Yet another lie I later discovered).

Right rear abs erratic signal, (again not a coincidence its the rear abs sensor where the mechanic just had apart but lied saying everything is perfect.)

He then again said well I cant fix this now, ( I think realizing all the computer messages and warnings and lights blinking etc etc) you will have to come back.

I said ok I guess. (we had no choice). Then he went back inside.

We pulled out and on the way to our bnb. I kept thinking what a disaster. Cost over $1000 for parts that are now just going to get overheated in a matter of how many miles, this *** humiliated us not letting me use the truck for 10 to 20 minutes causing miles of walking and sweating in the sun carrying a battery feeling like a couple of bums on the streets, ruining our day, then he doesnt have the mechanic do the most important work the entire job depended on using a lie (dealer item only) as an excuse compromising the entire job and risk of fire, he lied about the additive creating the messy task for me plus I now paid extra for oil I now need to drain. (I called THREE Firestone shops in the area including Inverness and Ocala and all said yes of course we will help with the additive,one of which said its not a big deal. I even called the Oxford store the next day knowing James was off that day and another manager AT THAT STORE on that day answered and also confirmed they would do it.)

Now to add to matters my rear brakes start squealing. Brand new brake job and squealing! How disgusting! Minutes and maybe 10 miles after a $1000 brake job and brakes are squealing!

I knew they had to be heating up from stuck new parking brakes (found out later NOT REPLACED!) compromising the new expensive drums, shoes and even caliper seals including the new caliper I had pre installed!

I was furious more and more as we were driving away I noticed the whitish blue smoke billowing in my exhaust in my passenger side mirror now too!!! I constantly check my mirrors watching any trailer/camper I am towing as I was now towing our motorcycle. I suspected it had to be a wiring connector and its got the computer misfiring and with the service def system warning maybe its dumping def fluid heavily in the exhaust cuz of broken control or exhaust sensor signal wires or forgotten connector by the mechanic. Smoke was whitish blue, not black or dark blue like from diesel fuel or engine oil. Probably either coolant or def fluid.

James was arrogant and said no to anything we asked and lied about everything and a mechanic that really messed up everything and lied as well. The garage from ***

He we are 1200 miles from home too. Weve got a $1000 bill on our Firestone card and who knows how much in new damages!

I was so furious, Karen extremely upset, I couldnt wait 2 days to call. I decided to call immediately.

James answered.

I said this is not acceptable. You just wasted $1000 of our money and I have who knows how much more damage now with my engine, my computer, my exhaust def system, brakes annoying squealing and who knows what else?

He immediately said ok I will drop the charges right now if you agree NOT to bring that truck back to MY SHOP! I never ever want to see that truck again.

I said ok, but we have more problems but of course I DO NOT WANT YOUR SHOP NEAR MY TRUCK EVER AGAIN. Karen agreed immediately.

I told him you and your mechanic do nothing but lie about everything and I cant trust anything with you or your mechanic. So trash the $1000 charge on the card but I still need to get my truck fixed properly. I will take it to another Firestone to fix whatever your mechanic messed up and redo the brake job correctly.

We see it as recoup some of the loss by deleting the $1000 charges right now at least but now we need to start on the damages created by this clown.

He said fine I will send an email showing its cancelled and hung up.

Back at our BnB

We got back to the BnB in Henrando from the really long nailbiting drive praying my motor was ok with this new whitish blue smikey exhaust and hoping no further damage happened on the long driveback to our BnB.

I Felt like a total idiot driving it like this from a perfectly equipped garage that created this and should be able to resolve it before it causes catastrophic damage causing 10s of 1000s.

Karen went inside to look up Firestone customer support and I proceeded to unload the motorcycle and unhook the trailer.

I could smell the overheated rear brakes and hear the metal clinking from expansion, contraction as they were slowly cooling thinking about the shame and waste of cooking brand new brakes and brand new rotors/drums.

I also smelled burnt oil. Looked underneath and saw axle oil or brake fluid dipping down the inner sidewall of the drivers side rear tire and hitting the bottom edge of the overheated drum. I was furious.

I realized we cant even rent a truck set up like mine to carry kayaks and haul a motorcycle and is of a mega cab design with large cab fitting our cargo and a watertight truck box retractable cover to carry and protect even more cargo in the truck box we have. We packed for a month long trip! We have to leave the bnb we are at with OUR truck.

Customer support

Karen and I immediately called Customer support when I got done outside and went inside.

We explained everything and what happened in detail over an almost hour long call.

The woman apologized profusely several times saying how horrible this was and definitely not acceptable to Firestones standards and she promised to get the entire problem resolved at no cost and also apologizing for the now extended ruining of our vacation and time and stress.

She said the district manager will call us in 1 to 3 days.

We said thats not good. We are on vacation 1200 miles from home and are only at our present location for 5 more days and desperately need our truck. We have to leave the bnb we are at and really hoped to use our truck during our vacation while down here.

She said it is the only option available, I will express your concerns and your situation to the district manager and the field manager

.

We waited 3 days. Nothing. No calls. We are now down to 2 days to leave our bnb. No transportation. Situation is now even more dire let alone driving a motorcycle in freezing temperatures Florida was experiencing that week. Nights were 27 degrees and days 40s and just hitting 50 on the warmest day of that week limiting our list of things we had planned for that week down to just a few miles away and no kayaking at a few natural springs which was the main reason for our trip.

I called tech support again getting a different person and spent an hour explaining everything from scratch all over again along with the fact we just lost 3 days of precious vacation and truck repair time waiting for that call to get our truck fixed before we have to leave and we are 1200 miles from home and family help and still dont even have so much as an appointment to bring our truck in yet or even a future date set.

He said same thing as the 1st person. It will take 1 to 3 days to receive a call and I will put a high priority on it. I asked to simply allow ME to call the field or district manager direct myself since they are not calling us because WE ARE OUT OF TIME!. He said cant do thatl Ugh.

Ok we had no choice but to hope to get the call and get this moving.

We again waited and now til the LAST DAY of our stay and not a single call yet again.

We exhausted our searching for a viable rental truck for a last resort option. I called again and also out of desperation filled out several complaint forms on Firestones support website. Described everything all over again in the emails and on the website support site. Not a single response via phone yet again nor any messages or email FROM EITHER the website or the phone call!

I called yet again not expecting anything but had to do something, leaving a message with the district managers number that I finally retrieved and explained the dire situation this has become and we are out of time.

Again no return calls or emails!

Nothing!

They obviously could care less.

Just communicating with paid actors saying what they are paid to say til the customers finishes stating their concerns and frustration and shuts up and goes away.

Karen called the BnB owners who live in Miami and fortunately was able to extend our stay for a few days costing us much more here because they said they will have to get their cleaning company they use in our area in on overtime or over a weekend at higher rates since we would be there at their scheduled cleaning day and they have their routes preset ahead of time. Of course this means paying extra here and losing our next accommodations we have already paid for.

We are now losing money 3 fold!!!

Higher rates for a place we are supposed to have left along with extra fees and days, losing accommodations we already paid for at our next stop!

We now decided to simply call the local Firestones ourselves rather doing it Firestones managers way waiting for these terrible district and field managers who dont seem to exist to call.

I called a local Firestone shop and fortunately (so we thought) told me there is a Tires Plus shop close to us that can handle a dually and informed us they are part of Firestone so they will take care of it.

I was grateful for the news as I was afraid to drive the truck more than a few miles in fear of destroying my engine with the smoke billowing out the exhaust and burn up the rear axle or differential with the oil leaking.

I was also in fear of having to drive home to Pa at the risk of driving thru a snowstorm since now thanks to Firestone my 4wd is now nonfunctional and the possibility of catching it on fire from overheating squealing brakes. What a mess.

Tires Plus appointment

I called Tires Plus and they said to bring it over and they can look at it right away.

We went over and waited a few hours. Ended up being hours wasted and more possibly damaging miles on my truck!

Manager came out and said we cant get to it now, can we bring it back Thursday?

We had no choice considering our BnB time was extended but only for a few days along with the rest of our schedule.

I said ok being very polite holding in our frustration.

That night I again filled Firestones complaint form online hoping to hear back.

Never did.

Brought the truck over Thursday with motorcycle on trailer in tow so I wasnt trapped there all day. Unloaded the bike and pushed the trailer out of the way.

Brought the keys in to the manager and reminded him of all that had happened. He said he called James and said James mechanic didnt do anything wrong. I was shocked and asked to explain the sudden flooding of warning messages, check engine lights, smoke, parking sensors not functioning. Def system needing servicing and so on.

He said it all has nothing to do with a rear brake job. It is not possible for any of that to come on from doing a brake job.

I immediately strongly disagreed explaining the abs light for example, traction control are part of the brake system.

Also the mechanic may have bumped a connector loose for any of the systems. Parking sensor harness for rear bumper for example has to run past the rear in the frame etc.

He also changed the oil.

I said he may have bumped the main harness near the filter, the main computer is mounted on the side of the engine block not far from the oil filter too. Maybe slipped with a wrench hitting the computer. Anything IS possible.

He said You know what, I am not going to work on a truck for guy that wants to argue, take your truck and leave.

I said so you are going to believe James and his mechanic who already lied constantly and were proved lying immediately and you are going to ignore the fact the truck got to their shop in perfect shape other than a pulsating brake pedal and left their shop with all these new problems and even a newly leaking axle seal and smoky exhaust and trouble lights and the fact that James cancelled the fee admitting guilt?

You are going to believe a pair that did not even install the most important components rendering the entire $1000 job useless?

And now you are going to leave us stranded here 1200 miles away in a bad situation Firestone put us in which your shop is part of?

He said I have been doing this for 40 years and I know what I am talking about. A brake job cannot cause any of those problems! Now take your truck off my property!

I said you wont even fix the axle leak? I could burn up my differential at any time. My brakes are overheating and can catch fire, my smoking engine may cause serious engine damage yet you are ordering me to leave with my truck like this?

Its not my problem, take it to dodge they can work on the computer issues too cuz we dont do that work here.

Take your truck off of my property.

I replied Oh so NOW you DONT work on computer issues here but you act like an expert on computer issues claiming the brake work can in no way cause this? Which one is it?

So you admit you don't work on computer systems but you somehow have these God like powers and positively know a mechanic an hour and a half away did not bump an electrical connector, have a ratchet slip and slam the computer which is mounted close to the oil filter or do something wrong with the brake system and have no doubts even though I now have a leaking axle seal or brake caliper and truck is smoking and dash full of warnings and things suddenly not functioning in THEIR parking lot and their word is worthless because we caught them red handed lying about the most important part of the job not being done under the lie that the parts are dealer item only parts and they still put all the new parts on anyway knowing full well the parts will simply be ruined or compromised quickly!

I have a strong electrical background even electrical engineering career and mechanical and very strong understanding of automotive systems and I absolutely know you are either wrong or are lying covering for your partner in Oxford!

Also that you apparently did not pay much attention for 40 years to electrical systems if you cannot understand the possible causes such as abs systems, loose connectors, broken wires, slipping with a large ratchet and hitting the computer mounted nearby, heavy handed work with a hammer beating on parts to remove if done improperly.

I loudly explained to him driving the truck more miles with the leaking seal could cause enough axle lube leakage causing the differential to burn up and i am now hoping my motor doesnt burn up as well with the new symptom of blueish white smoke coming out my exhaust.

He repeated it is not his problem and not going work on someones truck who wants to argue his point that a brake job cannot possibly trigger computer systems. Well I will take your advice and go to Dodge since your company apparently seems to be a bunch of liars. He said well its your lucky day they are only 2 miles down the road. So I said thanks for the advice but no thanks for wasting all these precious vacation and BnB days waiting for this appointment. I am off to Dodge.

I did ask as a last resort attempt, would you at least consider fixing the leaking axle or caliper or whatever the mechanic damaged to avoid damage to my rear axle since your shop should at least do that kind of work?

Told me again to take my truck off the property. He won't work on someones truck who wants to argue. He said thats your problem not mine.

I said so to be clear, you wont work on my truck unless I agree with these false statements you are saying which I know are wrong?

He said nothing so I left.

Dodge Appointment

I immediately went to Dodge with motorcycle in tow.

Met the service manager Deanna Pelletier. Explained the entire situation and also asked her and another service manager and a mechanic that came into the room about what the Tires Plus manager said that it is not possible to get all these symptoms from a brake job. All 3 responded the same way. Rolling their eyes etc. and Deanna asked the question, did he really say that? I said yes and he refused to work on my truck unless I agree with him rather than argue my opinion of the truth and then simply get my truck off the property, period.

Dodge IMMEDIATELY disagreed with Tires Plus Manager.

One diesel mechanic (dodge trained and certified)

And two service managers also very knowledgeable ALL DISAGREED WITH WHAT FIRESTONE AND TIRESPLUS SAID AT THE SAME TIME.

Even rolling their eyes saying its obvious the work was done by non technician level shop mechanic and these managers are lying or also are not trained at all with the computer system and no doubt did NOT follow the proper SPECIFIC procedures such as connecting to the computer and temporarily programming BEFORE tearing apart the system.

Now, one said it is a complicated mess and will take several hours or days to track down any shorts, wire damage, damaged connectors, clear out many codes in the proper order, then likely a complete reprogramming and fix the axle leak and take rear brake system completely apart and reinstall anything not compromised from heat and replace compromised parts such as the possible over heated caliper piston seals or damaged axle seal or whatever the mechanic may have damaged.

I had to of course leave the truck so I parked my trailer at Dodge which also suddenly since Firestone shop was missing the license plate and trailer lights were torn off???

Yet another odd thing.

They were all new and only a few days old and securely and safely fastened to the frame etc. out of harms way from road debris, or parking lot curbs etc. mounted up higher than the trailer bed and frame.

Took the cold ride back to our place on the bike. Was low 50s or high 40s out most of that week.

Dodge inspected it and called me. The mechanic who is called their diesel expert claims Firestone did exactly what i asked after they spoke to Firestone.

I was shocked!

He believed Firestone!

I noticed this " diesel expert" made some illogical statements.

He said they did everything i asked which is incorrect.

I said "no they did not install the actuators which would destroy the entire brake job and new parts they just installed.

The expert said my truck has no form of electronic parking brake actuators to replace and i said they are mechanical actuators and were not replaced per my request and the entire basis of the job was based on replacing them before anything else

.

The service manager Deanna reminded i am speaking to their diesel expert and arguing with an expert.

I said " PLEASE both of you do me a favor! Look up 2016 Dodge Ram 3500 parking brake actuators on your smartphones RIGHT NOW and when your phones do indeed show these actuators on Autozone and Advanced Auto among other websites go out to my truck.

Follow my parking brake cable along the drivers side of the truck back to the rear wheels.

The cable splits into 2 cables. Each cable ends at and are connected to THE PARKING BRAKE ACTUATORS on each wheel.

Now look at your phones images and you will understand what you are looking at.

Now engage the parking brake and release the parking brake pedal while observing the actuators. They will NOT release keeping the parking brakes engaged. Why? They are rusty and this is a common thing in Pennsylvania with road salt covered winter roads.

I informed them that i asked Firestone to replace them not polish the rust off as some mechanics do because the rust comes back within 1 or 2 seasons. I said please remember the seals will need replacing even if the mechanic did not damage one and it is the caliper that is leaking rather than the axle seal, because the axles have to be pulled out a bit to make clearance to remove the actuators as the axle hub flanges are in the way so the seals will probably get damaged.

So CAN YOU OR WILL YOU REPLACE THEM??? (asking Dodge this question) and he now understood the actuator system and answered yes we will take care of it (I think he just got part names mixed up).

.

Then Deanna says well Firestone says you only asked to work on the brakes and i asked did you just listen to everything i just said? The actuators ARE part of the brake system and I KNEW THEY WERE STICKING AND WOULD CAUSE OVERHEATING NEW BRAKE COMPONENTS and what mechanic would install $1000 of new parts and intentionally leave 2 parts worth $28 in, that will in VERY short time destroy the new parts ESPECIALLY when the customer THOROUGHLY discussed the problematic parts and SPECIFICALLY asking to replace them via phone call when setting up the appointment ALONG with asking them to please replace the seals as well for the reason the axles need to be pulled out several inches and order them and the actuators if they did not have them in stock?

I am asking YOU now, will you or can you replace them?

Diesel mechanic said oh uh yes we can replace them, not a problem at all, we will order the parts.

Hours past then the mechanic called me.

He said ok Mike we pulled the rear end apart and got a good look. He told me my tone ring was chewed down to nothing by the disintegrating parking brakes and probably damaged the axle seal so the Firestone mechanic did not cause the abs light to come on.

I disagreed again because logic and common sense tells a mechanically knowledgeable person, the abs light would have already been on when i arrived for my firestone appointment if the tone ring was already worn down.

You cannot drive ANY vehicle 50 feet with a bad tone ring and NOT have the abs light come on immediately as the computer will IMMEDIATELY sense the wheel rpm count is zero or dramatically different from the other wheels. Thats how they work. He then immediately agreed saying of course, that is exactly right this had to happen in their shop. Now I understand what you are upset about. I will get back on the truck and see what else might be up. I then added in my experience as a retired shop mechanic from years ago and 40 years of mechanical repair and design and building and electrical engineering design career highly doubt disintegrating very thin soft material parking brake pads can chew up a steel tone ring or reluctor ring. He again agreed.

And now i suddenly have an axle leak as well?

Adding more I said I bet and am sure the mechanic did something wrong with the ring gear upon assembly. He damaged the seal and that gear got chewed up the second he test drove my truck around the block coming back telling the manager everything was perfect even tho the second i got in the truck and started pulling out of the parking lot all my dash lights came on, abs, non functioning parking sensors, def fluid pump malfunction, tps system malfunction BEFORE I EVEN GOT TO THE RED LIGHT WHICH IS 100 FT FROM THEIR STORE.

The dodge mechanic and service manager can't explain why my abs light, traction control lights etc were all normal if i had a badly destroyed tone ring. So I could see they were not yet sure what caused the ground down tone ring teeth before we discussed it in logical detail.

I said if you can't logically explain the impossible from Firestones explanation then you are being lied to by Firestone and letting them influence your thinking or you are missing something to make all of this make sense.

He said ok he was going to get back on the truck.

3 days later on following Monday (it sat there for the weekend).

I get another call and now pictures sent to my phone by Deanna. They found the answer. The mechanic had improperly reinstalled an original break spring damaging it leaving it loose to fall out.

One end or both ends of it fell out of their fastening locating holes and it fell down into the teeth of the tone ring chewing the teeth off and then getting bent and shoved into the axle seal tearing up the axle seal.

This now made sense, a hardened steel spring could chew up a tone rings teeth!

That Firestone mechanic and the Tires plus manager and Firestone Manager were all just yet again proven to be liars. ALL of them!

This failure to properly replace and install the brakes spring destroying the tone ring caused the abs light to come on, check light to generate trouble codes (DTCs), traction control light, 4wd light, and disabled parking sensors. The dodge mechanic also explained this now too.

I said its so amazing, the butcher at Firestone replaced a perfectly good brake adjuster but not the actuators.

Also another shocking message from Deanna. She said Firestone didnt even replaced the brake shoes! The mechanic immediately noticed the old shoes as he was tearing it all apart only because he previously saw the paperwork I received from Firestone and handed it to Deanna where I explained I had PROVIDED FIRESTONE NEW SHOES smf it was noted in Firestones notes on their invoice! I had ordered my favorite brand in Pa and brought them with me on the trip and handed them to James for installation at Firestone!

Great, now that part, the abs light and cause of ground down tone ring and oil leak is solved so making progress but I still have this smoky exhaust, replace fuel filter message, and Service DEF system at dealer message. The def system message and smoky exhaust were very serious issues rendering my truck still non roadworthy especially for a 1200 mile drive back home in Pa.

During the second day of Dodge doing the brake work taking the truck apart my son who previously paid for a flight to come down and join us for a week was on his flight to Orlando airport. Almost 2 hours away. We were stuck and couldnt find a rental at all affordable. What a disaster! I also felt like a total failure to my fiancé and my son. Could not do the wonderful experiences I had planned for my son and we waited 3 years for the opportunity! He has no free time off the rest of the year!

He has another vacation coming but its already reserved with his friends.

Out of desperation yet again I called someone I had met that came through our store where I work part time in Pa. I didnt even meet him in person. Just spoke with him on the phone about some fishing lures and set aside some for him to pick up a few days later on his way to Satsuma Florida to a small winter home he has.

On that call he invited me down either by vehicle or fly down and he has an extra vehicle for guests if we flew down and is happy to meet us and wants us to stay at his 2nd home he has there for guests sometime for being such a help over the phone.

We were in a horrible situation so I called him starting with a hello and you wont believe what happened to us with Firestone conversation. He was very concerned and happy to help in anyway possible.

He was 2 hours from the Orlando airport but in the opposite direction toward St. Augustine. He and his wife actually made the 4 hour round trip drive from his place to the airport plus waiting for baggage pickup time etc late in the evening getting back to his place with my son at 4 am. 2 hours away from our location. My son stayed with someone I never even met in person (which he informed me of) but seemed like a kind person.

That person (Charles Lasicky) even lent my son his Ford Explorer to use to head to us knowing the situation we ran into. This took over a day for my son to finally get to us. We managed to take the explorer for one day snorkeling and the engine light came on. Of course I took responsibility and diagnosed and bought the parts and repaired it for him.

During this repair I lost yet another day of vacation and with my son working on that car.

We had now sat for 8 days only taking short trips on the motorcycle but unable to bring kayaks, snorkeling gear and bicycles. Total loss of vacation plans we saved all year for and wasted my sons vacation as well that he paid flight tickets etc for.

The def system is hopefully the last obstacle. This symptom can at anytime cause my trucks computer to go into limp mode allowing the truck to only go 5 mph til resolved. Cannot possibly have this happen on Interstate 95 heading home!

The smoke could be serious symptom of something internal that can destroy my engine.

Deanna and the mechanic said they will keep working on it.

Next day they called and said brakes are all done and rear axle etc all back together with new seals etc. The bill is climbing daily and is about $6000! And they are still not done!

Also we are trapped at the bnb with no truck losing our entire vacation! There was not even a comparable rental rig available to haul bike, kayaks, bicycles and cargo.

Another day passes, they did a $900 computer complete reprogramming to try to get rid of error messages and update the truck.

Didnt work but that enabled them to locate one problem, the smokey exhaust

. They discover 1st my def injector is leaking.

That is very possible if someone banged it. It was always fine along with when I parked the truck at Firestone and zero smoke in the exhaust.

I immediately asked if they were sure and did they check if the def pump is working properly and at the correct pressure as I did previously mention the exhaust appeared more white like steam than like oil or diesel fuel usual black or blue signature.

They said they did and it passed pressure and leak down tests and was fine. Had to be the injector leaking causing the smoke. I commented it is EXTREMELY SUSPICIOUS it literally started the minute Firestones mechanic worked on my truck. Especially with my truck only having a little over 59k miles on it. He said he didnt know but yes it is strange.

They had to order a def inector from Miami but it wouldnt arrive for 4 days!

That ended that day and another day of vacation lost, now losing future plans we paid for.

I searched for an injector calling all over Florida. Finally found someone that could overnight it but that dealer wanted a substantial markup in price as he said he has to pay extra due to the shortage to get them.

I agreed to the higher cost and asked he hold it til I get confirmation from Dodge to accept it, I had no choice.

I Called Deanna to see if they could accept the injector from the other dealer, she transferred me to the parts department. They said its complicated paperwork and billing wise and rather not get one that way and to wait and hopefully they will find one sooner.

Hours later they called and had a part on its way.

Just before closing they got the part and installed it.

Bill was well over $6000 now!

Next day bad news, the def pump for some reason very weak. Dont know why.

I find this too overwhelming to be a coincidence that all this happened at the very same exact time at Firestone and confirmed my asking about the pump the day before and was the injector really bad or not.

They had a pump in stock and replaced it and now the bill is over $7200! OMG that would be an engine replacement!

Also we are paying for extended days at the BnB!

We now lost yet another pre paid stay we had in Cape Coral for after Marathon Key!

Finally on the last possible day at the bnb that they allowed us to extend our stay paying extra.

Next morning Dodge called and said it is finally done.

Immediately ran and got my truck back from Dodge.

Repaired just in the nick of time as Dodge was very concerned about the situation Firestone put us in and was barely able get my son to the airport literally minutes before his flight home after Dodge finished my truck.

To this day not a word from Firestone. Not an apology from Tires Plus or James at Firestone.

-----

PHOTOS AND FINDINGS BY DODGE

Dodge took in my truck and found the following over the next 7 days.

OIL CHANGE NOT DONE or OIL FILTER NOT CHANGED:

Dodge sent me pic of the oil filter which firestone said they replaced oil and filter and its printed on firestones bill and invoice.

Dodge informed me they discovered it still had old filter on it and the photo Dodge sent me shows aged dirty paint on the filter.

Also my truck says oil filter and oil service is due AFTER Firestone supposedly changed it.

I took a picture of that truck message as well to date it showing it is after Firestone had the truck.

Dodge would message me as they were discovering the work by Firestone or lack of.

Other pics sent to me by dodge shop included:

DESTROYED TONE RING:

DESTROYED OLD BRAKE SPRING in same wheel where Firestone replace a perfectly good brake adjuster but didnt replace shoes.

Picture original perfect condition brake adjuster needlessly replaced.

An incorrectly installed brake spring

Torn up axle seal

Left in stuck brake actuators causing overheating of new caliper and brakes from stuck parking brakes.

Picture of old parking brake shoes on both sides event tho I provided Firestone replacements

Check engine light on:

2 codes:

P020e8 def pump low reductant pressure

U0001 (can bus system bad connector or wire or short)

Fuel filter warning now comes on.

Parking sensors not working

Abs system light on left rear erratic signal

Traction control malfunction light on

Tps system malfunctioning left or right rear tire

Heavy blue smoke coming out of the exhaust!!! this morning while driving it to Tires Plus and when leaving Firestone.

Issues discovered myself upon leaving Firestone

Oil change service due warning

Check engine light on:

2 codes:

P020e8 def pump low reductant pressure

U0001 (can bus system bad connector or wire or short)

Fuel filter warning now comes on.

Parking sensors not working

Abs system light on

Traction control malfunction light on

Tps system malfunctioning indicating left or right rear tire, dont remember which rear.

Heavy blue smoke coming out of the exhaust!!! this morning while driving it to Tires Plus and when leaving Firestone.

Truck had zero computer issues when dropped off at the shop.

Also zero leaks and absolutely no smoke and ran like new. It should, being a diesel with only 59k miles on it and zero commercial use.

Only issues were pulsating brake pedal from rusty rear brake drums

Frozen brake actuators which I had backed off leaving brake cable loose with a small amount of slack to prevent parking brakes from applying which worked fine on the trip down along with simply not using the parking brake pedal.

Our losses due to Firestones lying incompetent manager James and his lying incompetent mechanic

This Firestone appointment and service damage was a disaster in many ways!

Ruined our vacation

Cost us $7200!

The high fee on our Firestone credit card dropped our credit by over 50 points or more!

This is now costing us on other things.

The monthly payments we are now making on that card now limiting our activities to this day

Cost us double on our BnB accommodations

Lost accommodations we prepaid for months in advance over many payments

More fees paying higher rates for last minute BnB accomodations

Lost a LOT of kayaking especially in Natural Springs we have basedour vacation on

Lost visits to several locations we had planned that weather was too cold to take our motorcycle to while truck was either sitting broken or in the shop

Lost day caused by James not letting me borrow my truck for 10 to 20 minutes MAX to get a motorcycle battery even tho he just told us it would be several hours before they can work on it, so we could use the bike for the day to make a nice site seeing/shopping day out of that day as planned which I previously discussed we would bring the motorcycle along to use as his shop took the day to work on the truck

Wasted my sons vacation with us that I personally had the 1st chance to have with him in over 3 years

Cost of parts, fuel, 2 days traveling etc.fixing and returning a kind friends vehicle we had to borrow

Cost of fuel and full day lost for wasted trip an hour and a half to Firestone while he refused to let me save that day

Our losses due to Tires Plus lying incompetent manager

Lost a day wasting time and fuel waiting at the shop for him to take our truck in as promised just to turn us away hours later saying we need to come back another day.

Lost 3 days with truck sitting broken in the driveway as we waited for the new appointment his lying proves he apparently never intended to keep.

Lost another half day and fuel bringing the truck in on the new appointment day just to have him lie about possible causes of the abs system and other computer codes generated etc etc. refusing to work on the truck unless I agree that his lies were true which my 50 years of mechanical and electrical experience made me well aware of his completely wrong statements.

I knew they were most likely lies as no one with his claimed 40 years of experience could possibly believe what he was saying and possibly not know improper work on modern 2016 fully loaded Dodge Ram Longhorn brakes could cause at the most basic symptom a basic mechanic even knows of abs warnings and a professional in a shop would be aware it disables traction control and a Dodge mechanic knows it also disables parking sensors.

I can understand maybe not knowing the parking sensors but the most basic mechanic knows abs sensors and tone rings are quite susceptible to brake work.

Our losses due to Firestones lying customer support

We lost 5 days sitting WAITING for Firestone to fulfill their promises to have their field and or district manager call to set up an appointment!

Even lost almost half a day total wasting time reporting to support agents the details over lengthy phone calls with no results

Bottom line

If we are not contacted in resolving this financial loss and any consideration for a destroyed vacation which we invested thousands into along with my son investing in as well and the humiliation, cold insulting degrading treatment including attempted theft by deception not installing components and even stealing the components I PROVIDED that they did NOT install, or oil and filter not done and not doing work as promised with actuators and not informing me til I forced them into a corner not asking but demanding to see the old parts and lies saying all work was done and its perfect by James and the mechanic, lies saying parts are dealer item only and not done there AFTER discussing that work in GREAT DETAIL days before hand, the damage by the lying mechanic, the degrading treatment by Tires Plus manager, the damage to our credit, the wasted monthly payments to cover repairs to Firestones mechanics incredible amount of damage, the money that we send in every month just to protect whats left of the credit rating then we will file a lawsuit and take this public as well!

We have bent over backward making phone calls, patiently waiting days of precious limited once a year vacation time to no avail, filling out forms on your customer support site, calling field and or district managers directly who never answer thus leaving messages in detail of the gravity of the situation we were put into with not a single return call.

Then to bypass that waste of 7 days time trying to do as instructed by customer support waiting for managers to no avail and then getting in touch directly out of desperation with other shops to find out there is a Tireplus nearby just to be lied to yet again and left stranded with the chance of destroying my truck much further risking driving it to him on an empty promise let alone driving an hour and a half with it in extremely vulnerable condition from the Oxford Firestone who refused to fix it or even attempt to fix it even tho his shop was empty at that point and he was open for another 4 hours. We honestly didnt know if the truck, my expensive diesel Cummins engine, expensive brake job etc would make the long drive back to our BnB. Ridiculous.

EMAIL ME AT Bosshoss98@***.com

OR text message (NOT VOICE CALLS) AT 570-931-****

I trust text messages as they are kept on the phone to alert me someone messaged and I get the contents of the message as well. Voice is not as reliable. I expressed this as well with customer support while we were going thru this mess waiting for customer support even tho we literally monitored our phones every minute waiting for that important call while we were in such a desparate situation. Of course Not a SINGLE message arrived or call over several requests and pleas.

View full review

User's recommendation: do NOT go to Oxford Florida Firestone especially with James there or Inverness Tire plus!

2 comments
Guest

Hello Michael, we apologize that this has been your experience with brake and customer service at one of our locations. We'd like to assist with having your concerns addressed properly as we can understand your frustration.

If you'd like, please email socialcare@***.com with your contact information, invoice number from service, and address of the store in question.

We look forward to assisting you, and thank you for choosing Firestone. ^Nicholas

Michael B Kob
reply icon Replying to comment of Guest-2341528

Hello and thank you. I have not replied sooner as I did not realize there was any response and have not been on this site since I wrote the complaint.

I emailed Firestone and called several times which they simply ghost me. No responses whatsoever. My number is 570-931-**** for test messaging as for voice calls I get countless spam calls daily so a text message is a great way to get in touch with me. Email is ok bosshoss98@***.com Test messaging is best tho as email has a pattern of storing incomng mail to spam folder, updates, and other folders so it is easy to miss.

Thank you again.

P.s. We are unfortunately still paying on this bill every month to avoid killing our credit rating til it is resolved.

View more comments (1)
Resolved
Brenda B Sti

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Resolved: REQUESTING FULL REFUND

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Updated by user Feb 09, 2024

Company fixed the issue and I have been provided with apology. I was contacted by Eric from the location that fixed my vehicle.

He was apologetic for the service and treatment that I received at store #788339. I was given a full refund.

Original review Jan 28, 2024
I contacted customer service via email on January 7, 2024, about a complaint requesting a full refund from location 600 Pavilion Dr, Chesapeake, Va. I received a response (same day) requesting my contact number, so I could be contacted by the area manager.

Furthermore, I indicated in the email that my contact information could be found on the attached invoices. Nevertheless, I responded with my number, January 8th. I never received a response by email or a phone call, so I sent another reply on January 12th, indicating that I had not received a response or call, never received one.
On January 16th, I called the corporate office, my complaint was heard, and my contact number was left with them. January 17th @7:33am, I received a voicemail from Brandon, manager at the abovementioned location.

I returned Brandon's call @10:15am after arriving at Atlanta airport, I was traveling. Brandon's response to my complaint was, his location does not do faulty work and does not see how I am owed a refund. I explained that I brought my vehicle twice to his location, November 17th and 26th 2023, and both times I was told there was no issue with the brakes, and they did not hear a sound, but they were making a sound, and black residue was on the hubcaps the first time. The second time the noise began to get louder and black residue continued to cover hubcaps (see invoice #115108, 115306).

I informed him that I was not a mechanic, but I am not ignorant either because I am a woman. I further explained that I was being proactive to prevent other issues from occurring and becoming expensive. He was adamant about not giving me a full refund and they were not responsible. I thanked Brandon for his time and for calling me as corporate instructed because that is what he did.

I am confused why they're not responsible, but new brakes were put on my car. Not only were brakes replaced, but the front rotors also overheated due to calipers dragging. This work was done by another Firestone location #001910, (453 Battlefield Bld N, Chesapeake, VA) on January 6th (invoice #255388). As I mentioned before, I am not a mechanic, so when someone brakes are checked on a vehicle, do you not check rotors and calipers as well?

This is like visiting a doctor's office for bad chest pains, and he looks at your chest and says, you are okay, there is no bruising and never check blood pressure or give an EKG. I was told there was not a problem with my brakes twice and the mechanics did not hear a sound. Had my car been examined correctly, I would not have been out of pocket over $500. Please see attachments and pictures of residue on tires.

Invoice #107787 shows work that was done on my vehicle January 15, 2023, at Brandon's store. Yes, the brakes were replaced.
View full review
Loss:
$535
Pros:
  • Location was convenient
Cons:
  • Doesnt accept responsibility for damages

Preferred solution: Full refund

User's recommendation: TAKE YOUR VEHICLE ELSE WHERE

1 comment
Bridgestone

Hello Brenda, we're sorry to hear that this was your experience with brake and customer service at one of our locations. If you'd like assistance with addressing this further, please email socialcare@***.com with your contact information, store address, and full details of your experience.

We appreciate you choosing Firestone for your auto-care needs and look forward to assisting you. ^Nicholas

Jason H Cej

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Coon Rapids, Minnesota

Awful Scheduling Habits and Poor Communication

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

This past Wednesday, Feb 21st, I had an appointment with the Firestone dealer at 11491 Hanson Blvd NW, Coon Rapids, Minnesota.

I made the appointment the day prior, asking for 3:30 PM if it was possible. The female I was dealing with said she could get me in at 3:30 and I was thrilled because it would leave me time for my 4:45 medical appointment.

Frankly, this woman had zero personality. She was abrupt and short on the phone. I blew it off as no big deal since I got an appointment time that was perfect.

The next day I arrived at exactly 3:28. I walked in and immediately knew I was dealing with the same "Miss Abrupt" I had on the phone the previous day just based on her cold demeanor.

I informed her I had a 3:30 appointment. "Keys" she said as she put her hand out. That was it. She said nothing more.

Okay, so much for professional communication.

Her personality aside, my real issue was yet to come. What Firestone didn't know is that I requested 3:30 because I knew it took 20-30 minutes to do an alignment and I paid 18 months ago to a lifetime alignment on my SUV with Firestone. This was only my third time back.

As I mentioned, I asked Firestone for that time slot because I had a 4:45 doctors appointment 10 minutes from that Firestone location. An appointment I made a month ago because it's hard to find open appt times with that doctor.

So now it's about 4PM and I've been there 30 minutes and my SUV is still sitting where I parked it.

I'm getting antsy because I know I have to make this doctors appt.

About that same time, the abrupt Firestone lady walks over to a customer seated in the waiting area. They've just finished working on his pickup. Miss Abrupt talks to him about the few things they worked on and then says, "Would you like us to add an alignment?" The guy mulls it over and says, yep.

I notice this but say nothing. But figured I better ask her what the timeline is.

So I walk over to Miss Abrupt and ask her where we're at with my alignment. She responds, "we have a customer's vehicle up on the rack and as soon as he's done, they'll get me up there." She then points out they only have one alignment lift. And guess who's vehicle is on the rack getting the alignment? The guy who she just added an alignment to the work he's having done.

She adds that "it will only be about 10 minutes." Well, his pickup comes off the rack around 4:15 and the mechanic parks it outside and for the next 15 minutes the alignment rack is empty.

Nobody is in a hurry. Nobody seems concerned that my 3:30 appt has now left me standing around for an hour. One would think that Miss Abrupt would have said to the mechanic doing the previous alignment, "hey, get this guy up right away, he's been waiting for nearly an hour." But she doesn't communicate a thing.

Finally, at 4:30 on the nose, a mechanic pulls my SUV into the alignment rack. By this point I know I can't make the medical appt.

I call them and I'm now waiting another 4-5 weeks to get in. I'm not happy, but this is the world of poor customer service we live in today.

Finally, the alignment is done. It's now 5PM exactly. So before I leave I approach Miss Abrupt and I begin to explain why I was less than happy with the service.

I don't get a sentence out and she cuts me off and says to the guy sitting in the next room, "Matt, can you come up here."

So Matt (I assume he's the manager) comes up and I very calmly inform him of the times. I tell him, I arrived at 3:28 for a 3:30 appt. I waited until 4:30 before Firestone put my SUV on the alignment rack. Moreover, a doctors appt I made four weeks ago is now shot, and I'm waiting another 4-5 weeks to get in to see that doctor.

His reply, "I'm sorry." So I added, "how is it that I have a 3:30 alignment appt and the guy with the red pickup is asked after you guys service his vehicle if he wants to 'add' an alignment, when I'm on the schedule for an alignment 30 minutes before he's even being asked?

Matt's reply, "He was already on the rack."

So in my mind, I'm thinking, so because this guy's vehicle is "on the rack" my 3:30 alignment time-slot is erased? Who thinks like that?

In my mind, good customer service would have been to explain to the guy with the red pickup, "hey, we can add that alignment sir, but you'll have to wait a bit, we have a customer who's vehicle we have to align right away because he had a 3:30 appointment."

Was it because they could tag another $100 onto his bill, whereas they make nothing additional off me since I pre-paid for my lifetime alignment? That would be my first guess. And if true, that says even less about Firestone's service at that location.

Anyway, after Matt tosses me the "I'm sorry" I said (quite nicely), "that doesn't really help me much Matt, I missed a doctor's appointment that I made a month ago because what should have taken 30 minutes, took 90 minutes, and now I can't get in to see that doctor for another month.

Matt's response now turns angry, and he raises his voice and says, "I said I'm sorry, what do you want me to say?" I replied, so you just toss out a canned I'm sorry and that makes everything okay?

I spent 25 years in law enforcement.

I was dispatched to thousands disputes and arguments in my career. Usually, it's the customer who is out of line and overreacting in these types of verbal disagreements, but not this time.

What did I want Matt to do? Well, an apology means very little in the practical world we live in. Apologies are fine for little things, like "oh sorry, I overcharged you, let me fix that."

Not that it was going to fix my problem but perhaps a 50% off my next Firestone service would have been thoughtful?

That would be too reasonable, and we all know these guys are afraid they might lose a few bucks if they are too generous. I'm sure this guy Matt doesn't have the authority to make such a decision anyway. He's a cog on a wheel.

Here were the easy solutions which could have been implemented at any time if these people possessed any customer service skills.

1. If you know your customers are backing up, call me before I arrive and tell me that so I can make another appt at a later date or opt to come to my appointment anyway.

But at least I know beforehand what is going on.

2. OR . . .

Inform me after I arrive if my appt time isn't going to work into the time-slot I made, and give me the option to make a new appt, or to stay around knowing my appt is going to be delayed. This of course would infer someone has the skill-set of communication, and nobody said a thing to me. They just left me standing there.

3. Most flagrant in my opinion was adding an alignment on the spot for a customer who didn't have an alignment scheduled, and then pretty much pushing me to the back of the line when I've already been there for 30 minutes waiting .

. . AND I'M THE GUY WITH THE ALIGNMENT APPOINTMENT. Hello!

I'd never go back to this location again.

Two Firestone employees right there in the lobby, and nobody says a word to me about delays or even asking me if I'd like to make a new appointment.

I took the time to record with my phone when my vehicle was pulled in, etc, but I can't imagine it's going to do much good uploading any of that.

So my doctor's appointment is now moved to March 21, thanks to Firestone's wonderful customer service team on Hanson Blvd in Coon Rapids.

Will Firestone HQ even read this and take notice. Highly doubtful.

View full review

Preferred solution: A reasonable compensation for my time would have been nice. Acknowledging a customers valuable time by offering perhaps a 50 percent off future service on your car might be a good start.

User's recommendation: Not at Firestone, 11491 Hanson Blvd NW, Minneapolis, MN 55433

4 comments
Guest

How disappointed your wife must be in you as a man.

Guest
reply icon Replying to comment of Guest-2489474

Deeply insightful. Thanks for sharing there Aristotle.

Guest
reply icon Replying to comment of Guest-2489558

You’re welcome.

Bridgestone

Thank you for taking the time to share this with us, Jason. We know your time is valuable, and we truly apologize for the extended wait that you experienced during your recent alignment service appointment at our store.

We understand how upsetting this has been, and would like to have your concerns addressed by our management team. For continued support, please feel welcome to email us at SocialCare@***.com with your contact information, the store location, the details of this experience, and invoice number. We value your business and want to ensure your satisfaction.

Thank you for choosing Firestone for your auto care needs. ^Sarah

View more comments (3)
Featured
Daniel A Tba
map-marker Springfield, Tennessee

This company is a well played scam on the community

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Firestone Complete Auto Care - This company is a well played scam on the community
Firestone Complete Auto Care - This company is a well played scam on the community - Image 2
Firestone Complete Auto Care - This company is a well played scam on the community - Image 3
Firestone Complete Auto Care - This company is a well played scam on the community - Image 4
Firestone Complete Auto Care - This company is a well played scam on the community - Image 5

We purchased lifetime alignment for my kia soul ,I got tired of paying over $700 for a set of tires at Firestone and when we started getting it aligned using tires I bought for $232 for a full set on Amazon they started telling me parts in my front end were bad and couldnt align it correctly ,I replaced the parts myself for $40 they were going to charge $312 to replace them and come to find out those parts werent even bad but I already bought them and just put them on ,in the 6 months I got 6 alignments and the car drove worse and worse with each alignment until I couldnt drive it in the rain because it was so squirly,my tires in that 6 months and 6 alignments are now bald and my rear tires are like new!,on my 6 th alignment the mentioned that it could be my rack and pinion going bad and it would be over $1500 .i got a second opinion from holinsworth and had them do a full inspection and determined the only thing wrong with my car is the alignment! $100 later and my Kia hasnt driven this good since new ! This ordeal cost me over $500 to recover from and endangered my life and prevented me from going to work when it rained .when I confronted the salesman at the desk he said there were new workers there and need more training and the alignment racks were malfunctioning and hed have the manager call me ,he never did so I called the customer service and made a complaint and she said someone will call in a week so I called again and talked to someone and they said there is no record of my complaint and would call me back in a week and they never did so I called one last time and got the same run around , this corporate company doesnt care about its customers or their safety and is a well played scam .you will find integrity at your small mom and pop shops rather than this heartless soulless corporation .the better business bureau is going to know about this .

View full review
Loss:
$550
Cons:
  • Are thieves and cons

Preferred solution: Apology

User's recommendation: Go to mom and pop shops but check reviews 1st

2 comments
Guest

Why I would never buy Kia. We are in the process of car shopping. We have owned Subaru and they dont let us down

Bridgestone

Hello Daniel, thank you for sharing the details of your experience. We pride ourselves on delivering nothing but the best in product and service quality, and apologize for any dissatisfaction with your alignment service at our store.

We understand how upsetting this has been, and would like to have our management team address your concerns. Please feel welcome to email us at SocialCare@***.com with your contact information, the store location, the details of this experience, and any related invoice number, and we will be happy to assist you further. We hope to hear from you soon, and look forward to working with you to resolve this.

Thank you for being a valued Firestone customer. ^Sarah

View more comments (1)
Charlotte B Aov

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Kailua, Hawaii

Complaint due to them putting a faulty radiator in my car

Firestone Complete Auto Care - Complaint due to them putting a faulty radiator in my car
Firestone Complete Auto Care - Complaint due to them putting a faulty radiator in my car - Image 2
Firestone Complete Auto Care - Complaint due to them putting a faulty radiator in my car - Image 3
Firestone Complete Auto Care - Complaint due to them putting a faulty radiator in my car - Image 4

They at fire stone on Mount Si Rd. in Georgia.

They put a bad radiator in my car. This is been going on for five months. They keep telling me the car fixed. I go get it I dont even get home and its running hot.

So then they tell me theyre gonna give me my money back I had to have it towed to my mechanic. He calls me within an hour and he said first of all the radiators faulty and it they had burnt your motor up running it and running it its gonna cost $6600 to fix my car. Ive got pictures of the radiator top so you can see that Was a faulty radiator and the last time I went up there to talk to them about the fact that they tore my motor up the manager slipped out the back door and left, and the assistant manager wouldnt even take a copy of what it was gonna cost to fix my car he told me it wasnt his problem I have done without a car often on for five months because its been up there six times since not counting the week. It was there for them to put the radiator in and it was running hot before I would even get home with it and Im only about 7 miles from their shop on Mount Zion Boulevard in Morrow Georgia , I did get a check yesterday for the radiator but they tore my car up.

Im running it hot now.

If I dont get some satisfaction, Im gonna go to every news station and every television station that listen to me in Atlanta and in Nashville my phone number is 770687. I have a complaint on file Ive been told for the last 2 1/2 weeks that I would hear from upper management within three days , I still have not heard from anybody copy of receipt to repair my car after What fire stone did by putting a faulty radiator in and continuing to tell me my car was fixed

View full review
Loss:
$66000
Pros:
  • I want my money refunded from them destroying my car

User's recommendation: All they do is give you the runaround

1 comment
Bridgestone

Hello Charlotte, we are terribly sorry that this has been your experience with radiator service at one of our shops. We completely understand your frustration and want to be sure this is addressed.

Please email socialcare@***.com with full details of your experience, the invoice number from service, the address of the store in question, and your contact information.

We look forward to your email and appreciate you choosing Firestone. ^Nicholas

Jim R Gfc

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Dysfunctional top to bottom Advisor, Management & Techs

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Firestone Complete Auto Care - Dysfunctional top to bottom Advisor, Management & Techs

Feb. 12, 2024

Firestone Store #678988

502 W University Dr.

Denton, TX 76201-****

Repair Requested: When cruise control is turned on, indicator light illuminates, but will not engage when set button pressed.

I Told the Service Advisor (SA) is most likely the cruise control cutout switch needs to be adjusted. I asked SA to check this first. SA rolled his eyes and ignored my suggestion. (Turns out I was correct.) I also ordered an oil change.

Seat & steering wheel cover not used when tech drove my car into service bay.

I told the Service Advisor (SA) I want the tech. to use a seat and steering wheel covers. SA said (sarcastically) said they always use them. Told SA I just saw the tech get into my car without using either one.

SA said Ill remind him attitude from the advisor

SA says vehicle inspection reviles Brake Light Switch found to be defective. I told SA I have had no problem with brake lights; asked if this will if this will solve the cruise control not engaging SA assured me yes, it will. Told part will have to be delivered, be a couple or three of hours. Asked for a ride home (15 minutes away), since ETA could be 3 hrs.

SA said OK, but give me 30 minutes. This was fine with me.

After waiting for an hour, I asked a different SA for a new ETA. SA asks tech, returns and tells me tech said 3 more hours. HOWEVER, SA tells me is a newly hired and is not sure if the tech was being sarcastic or not.

(I got the impression this new SA has been disrespected by the techs because he was the new SA.) SA said tech seems aggravated when he asked. Asked the SA Please tell the tech the customer is not amused. I need a real ETA. SA asked the tech.

again. I could see this discussion through the window to the service bay. The body language of the tech looked angry or at least aggravated when he answered the SA. New ETA is under 15 minutes; new part just delivered.

30 minutes later SA tells me wrong part delivered.

Told I will have to return in the morning. Told I have to leave a $50 deposit to have the correct part delivered. Deposit charged to my Firestone Credit Card (enclosed, I wont be using it).

Arrived next morning (Feb. 13, 2024) at approximately 8:30.

The brake light switch installed within 15 minutes. SA told me cruise control is fixed. SA did not test drive or even check if the brake lights worked probably because there was nothing wrong with them in the first place. I told the SA that I am going to test drive and check the repair.

SA demanded I pay first, got angry when I refused. Cruise control still does not work the reason I was there in the first place.

Returned to store and told the Tech (not the SA, who was nowhere to be found) cruise control not fixed. I told tech to replace the old part, which he did. SA told me I have to pay a $129 diagnostic fee.

I told SA I am not paying for a diagnostic fee that did not diagnose the problem. SA became angry, said his tech spent a lot of time working on my car. I agreed, he did waste a lot of my time working on my car but did not repair the cruise control.

In a sarcastic tone voice asked would I rather be charged $200 for an entire system check. Replied it's better than wasting half a day for nothing, returning the next day for the wrong part to be installed.

SA did remove the inspection fee from invoice.

When handing my receipt says HERE YOU GO BUDDY!! sarcastic & angry tone of voice. Receipt is mostly unreadable due to malfunctioning printer. I asked for a receipt I could read.

SA said THIS IS AS GOOD AS YOU IT GETS!

The next day I adjusted the cruise control cut out switch myself, cruise control works perfectly. So do my brake lights.

View full review
Pros:
  • Maybe other locations are better
Cons:
  • Location in denton tx hwy 380 completely dysfunctional

Preferred solution: Apology

User's recommendation: Avoid Firestone on HWY 380, Denton, TX

Jahuel F

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Damages due to my vehicle at Pasadena Firestone

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

Good evening, I am contacting the Firestone Corporate Legal team because of damages that have been done to my truck by the Pasadena Firestone at 1110 E Colorado Blvd, Pasadena, CA 91106. My name is Jahuel Flythe and I have a black Dodge Ram 1500.

When I first visited this location I went for a full diagnostic on my vehicle Afterward they told me that my brake fluid was corroded and needed to be drained and replaced also that my engine light was on for 1 code and that was a valve that needed to be replaced. The only reason I wanted the diagnostic was to see what needed to be done to get my engine light off so I could get it smog checked other than that nothing at all was wrong with my truck everything worked fine, so I went back the following week to get my breaks changed and 2 bulbs changed after they changed my brake fluid and 1 bulb on the front passenger side right blinker, I was told everything is done and that my rear passenger side bulb cannot be replaced that its build into the assembly and would have to change the whole rear taillight assembly. After I paid got my truck back and started driving away I noticed on dashboard brake light was on so I went back and asked them why, they told me I had to drive it a few miles for it to reset which was fine because I stayed in Palmdale but work in Pasadena. Once got to Palmdale not only did the brake light symbol not go off but when we put gas in my truck I noticed my right rear taillight hanging down a little I saw that they had a zip tie holding the assembly onto my truck because they broke it off, so now I have no choice but to get a new customized taillight assembly as I do not have factory made ones, on top of that frustration I tried putting 20$ of gas in where the pump keeps stopping every time 2$ go in like it's full when it's not.

I had to wait to pump 2$ every 5 minutes so the gas wouldn't overflow out my tank taking a little over 30 minutes just to pump 20$ in my tank. When I called Firestone and asked them about the damages done where they had nothing to say so I contacted customer service and asked to speak to a Corporate supervisor. The next day I got an email stating for me to let the store manager handle it first before talking to corporate and that he should call within 2 business where I then told them that was fine but I would not let that location touch my truck that any work will be done at the Newhall, CA location since I been there before without any issues that I will be setting up an appointment there to fix my damages. I got another email telling me if it needs to be escalated to corporate let them know.

Waiting those 2 business days I took my truck to Firestone in Newhall where I was told the reason my brake light was on was because Pasadena Firestone forgot to plug my sensor back and the reason I couldn't pump gas correctly was because they pinch my line, they told me test drive it put gas in and let them know so I did. My brake light is off and I can now pump gas however my gas needle won't move off of E when got back to Newhall Firestone I asked them about my gas gauge and my taillight assembly and they told me I have a fuel sensor code that wasn't there before letting Pasadena Firestone touch my truck. I was told to fix it they would need to charge me parts and labor for a new fuel pump and that they couldn't tell me anything about my taillight as they didn't want to get too involved with the damages Pasadena Firestone did but they won't charge me for fixing my pinch fuel line or connecting my break sensor. I told them that I was waiting for the store manager to contact me to fix their damages and for my money back.

It's been about 2 weeks never got a call and the person who was emailing me stopped responding.

So I am emailing you because as of now Firestone owes me a new fuel pump since the sensor on it went bad after they pinch my line, a new customized rear passenger side taillight assembly as it wasn't broken before Pasadena Firestone touched my truck, and my money back for such negative service else I will be contacting my lawyer and sue Firestone for damages done as well as pain & suffering for the stress level this is causing as I now have to put gas in my truck anytime I get since I can't tell my gas level as well as having to push my taillight in every time I stop since Pasadena Firestone broke it. 2 invoice from store #011576 Pasadena Firestone ( 2547** **/23/23 this is for diagnosis, 2548** **/26/23 this is when they changed my brake fluid and damaged my truck)

1 invoice from store #598860 Newhall Firestone ( 2511** **/03/24 This is when I took my truck to Newhall there they fixed my brake sensor and pinch fuel line but told me I had a new engine code for the fuel sensor needed a new fuel pump because the pinch line done by Firestone in Pasadena)

Both locations are corporate-owned.

View full review

Preferred solution: Full refund

2 comments
Bridgestone

Hello Jahuel, thank you for sharing the details of your experience. We pride ourselves on delivering nothing but the best in product and service quality, and apologize for any dissatisfaction with recent services at our store.

We understand how upsetting this is, and would like to have our management team address your concerns. Please feel welcome to email us at SocialCare@***.com with your contact information, store location, the details of this experience, and your invoice number, and we will be happy to assist you further. We hope to hear from you soon, and look forward to working with you to resolve this.

Thank you for being a valued Firestone customer. ^Sarah

Guest

You have a pos truck. Good luck with the lawsuit.

View more comments (1)
Rudy H Iau

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Kansas City, Missouri

Because I was horrible never in my life have I felt humiliated with your service and unprofessional crew you have for that firestone

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

I have had horrible service with Firestone ? How do begin, let's see, I had starter and new battery installed bout 3 weeks ago.

During that time after service in couple weeks I was having trouble with my BMW 328I 2011 very hard to start then eventually it went dead. I have power to the car, but the car won't crank at all. I then proceeded to call your Firestone back on Sunday. talked to manager and we both decided to tow it and then we both decided that if it's a Firestone issue they would cover the tow.

If not, I would. The starter and battery our still under warranty as I speak also. So I fave it few days then I called Last Wednesday and talked to Nick asst manager, and he stated that it has been pushed in bay as we speak, and he would call me to let me know the outcome. So again gave it few days called on Friday asking about it and a service guy said I was like 34 cars ahead of me, so I asked to speak to Nick and I asked him WATS up with my car he stated that someone looked at it and had to leave for vacation.

He stated he was putting someone else to look at, so I said k then on sat I proceeded to go to Firestone and see WATS up. As I pulled into the parking lot, I see my car still sitting in the same spot where the tow company dropped it. I then went into store raised *** bc I was lied to by the manger and asst manager about where my vehicle was at. It sat for a week with nothing done to it.

I then told manager that I'm calling Corporate Office about this and to quote him he said that Corporate don't give *** about me. So now I'm taking this issue to the highest level possible for the way I was treated at that Firestone there is a lot more to the story, but I just did a major point about this issue with Firestone

View full review
Loss:
$700
Cons:
  • Talk alot bs

Preferred solution: My vehicle fixed because the work they did is still under warranty and they refused to look at it bc they said I accused them of stealing my tow parts

User's recommendation: *** No

Jack G Mix

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Tire Complaint - unreasonable manager

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

Purchased a new Tire from Store #029386. Very courteous technician sold me a tire.

All in Cost $294.20. Transaction was on Saturday 2/10/2024.

Driving 2 days later while driving the instrument panel on my dashboard lit up with all icons blinking and flashing message - WARNING CONTACT DEALER. With a trip pending the next day, I garaged the car until my return on 2/27. Went to my Nissan Dealer.

Vehicle is a 2021 Nissan Rogue Sport purchased New in 3/2021.

Unfortunately your Technician installed the wrong size tire (to big) ultimately causing the vehicle warning system to respond. The Vehicle uses size 215/60R17. Your sales record to me shows the correct size. But the actual size of the tire installation was 235/65R17.

Today, 3/1, I returned to the store.

Spoke with service manager, Adam Jenkins, showed him the paperwork as well as the incorrect tire. In very deliberate terms he explained to me all that I did WRONG. He said the only right thing I did was going to the Nissan Dealer. Once there I should have had them reset my computer warning system and install my spare tire so that I could come back to him for the correct free tire replacement.

He said flat out that he would not refund me any money.

I then asked for his card so that I could properly reference him when I went forward corporately. He provided the card and then changed his tune by offering a Credit of $141.99.

Not close to original all in of $294.20.

I took the credit so that I could close him out and proceed to you.

The first technician on 2/10, Chris, was so helpful and courteous. Made sure I received my Veterans Discount and thanked me for my service.

Unfortunately installation of the wrong tire and a very obnoxious response from your store manager are a turn off.

I am requesting the return of $152.21 in order to get a full return of $294.20

Appreciate your time.

Jack Graham

View full review

User's recommendation: In response to yesterday’s complaint I received a call this morning from Chris. He was on site when the original transaction took place and luckily remembered chatting with me. He apologized repeatedly for the actions of his store manager and immediately rectified the issue by giving me the appropriate credit to my account. With this level of response I will definitely continue to do business with him. A great and very timely remedy by Firestone.

Featured
Mark G Jmo

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Indianapolis, Indiana

Crap store

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Firestone Complete Auto Care - Crap store
Explore video interviews

Tell me. $600 + in repairs.

A starter that i didn't need? Problem with their fix. Back. Range Finder"adjusted".

Engine light came on. First time the light had ever lit up. Griped. Took car to a 2nd FS garage and was told the part that was adjusted actually needed to replaced.

So. Why did they charge me for adjusting a part that FS then said needed replacing. AND? The car on my receipt is not even my car.

Different year/make/model and vin #. Comments on Yelp, IN BBB no one has bothered to admit my existence. Six hundred is , for me, a huge financial hit. What more?

I still have to pay to get the car fixed. I get no response from the garage. Crawdsville Rd. Speedway.

I've had to cancel Dr.'s appointment including two cardiologists appointments, needed blood work. No transportation. I was told that I had to file my BBB complaint to the Tennessee BBB.

Can't. They require a FS email.

View full review
Loss:
$600
Pros:
  • It was close by
Cons:
  • Everything else

Preferred solution: Full refund

User's recommendation: Take a sledge hammer and pound the engine. It'll cause all sorts of problems but the sledge will cost $100s cheaper.

1 comment
Bridgestone

Hi Mark, we'd like to learn more about your experience, and we apologize for any inconvenience. Please email us at socialcare@***.com with the complete details, store's full address, your contact information, and any related invoice numbers.

We value your business with Firestone and look forward to hearing from you. ^Jason

Veronica B Lac

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Fairfield, California

Very horrible experience with service and staff

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

To anyone who is considering taking their vehicle to Firestone. DONT!!!

They are scammers, liars, unprofessional and the store manager on Travis Air Force Base Monica is rude and a piece of work. My young son had taken his vehicle in for a simple oil change and they ended up doing more work on his vehicle without his consent and charged him over $600. When my son tried to fight it and refused to pay they held his car hostage. Monica and her employee Isaac swore up and down that my son gave them consent and when he asked for proof that he gave them consent they couldnt prove it and ended up calling security forces and told them all kinds of lies.

My son had no choice, but to pay the money if he wanted his car back. We tried to reason with her and asked if she could meet him half ways, but she was so rude, very disrespectful and unreasonable. They take advantage of young people and miss quote their customers. Monica should be fired for how she treats her customers.

How is this business helping our military community?

If you can take your business elsewhere do it! AVOID FIRESTONE!!

View full review
Loss:
$662
Cons:
  • Prey on the young
  • Horrible customer service

Preferred solution: Full refund

User's recommendation: I will not recommend this place to anyone I know

James W Idh

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Norwalk, California

This business is a scam!

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

I took my Honda Civic in to have front rotors and brakes and read brakes and drums replaced/resurfaced. Firestone charged me $400+ for the service and said that the car was in perfect condition.

As soon as I left, I could feel a shimminess in the front end, and when I got it to highway speed, I braked the front end, and it vibrated so badly that I nearly lost control. I complained, and Firestone said that they could find nothing wrong.

About 3 months later, I took it to the Honda dealer, who inspected it and said that the brakes and rotors had not been touched and that the rotors were cracked and warped and had been for some time. Not only did Firestone charge me for work they did not do, but the left the car in a dangerous condition that could have resulted in my serious injury, and the denied there was any problem.

View full review
Loss:
$400
Cons:
  • Why are they still in business

Preferred solution: Apology

User's recommendation: If you value your safety, stay away from these scammers.

1 comment
Bridgestone

Hello and good evening, James. we sincerely apologize that this was your experience with brake service at one of our shops.

We'd like to assist with making this right as we can understand your frustration. So we can assist, please email us directly at socialcare@***.com with your contact information, invoice number from this service, address of the store in question, and complete details of your experience.

We look forward to assisting you and appreciate you choosing Firestone. ^Nicholas

Jason s Oyp

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Penfield, New York

Pissed off

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
They overcharge for parts by 3x. They take 3 days for a 2 hour job. They do not value return customers and underestimate the consequences of their poor customer service and quality.
View full review
Loss:
$300
Cons:
  • All things you can think of

Preferred solution: Price reduction

User's recommendation: Go anywhere else

Jinger Tcx

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Please call me, too long of a story

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Firestone Complete Auto Care - Please call me, too long of a story
Area manager of Brevard county Scott Mitchell has more information and pictures of our tires that are got worn out . tires were purchased in East Lansing Michigan on November 10. They were worthless by December 26 when we took our car to a Lincoln dealership for service. Damaged tires have been turned in at fire stone in Titusville Florida.
View full review

Preferred solution: Full refund

Bernard Xbd
map-marker Ohatchee, Alabama

Customer service

Firestone Complete Auto Care - Customer service

I went to Firestone for an oil changed on Nov 24, 2023 at 2:27 pm. They changed my oil and ail filter and I paid and went on my way.

I have lost air pressure in my back right tire several times since leaving there. I pulled out my receipt a few days ago and saw where they had marked that I had a nail in my tire and it was unreparable. A NAIL IN MY TIRE IS NOT UNREPAIRABLE. But the manager did not even tell me.

I finally got my son in law to check and pulled out the tiny nail and plugged it. I wont ever go back there. I am a senior citizen, single and live alone. And I couldnt even see well enough to see the nail.

Bad senior citizen service. was very dissatisfied about the fact that they didnt say anything to me about the tire and they could have REPAIRED it right there and then. They also told me I needed a new battery. Had mine checked its good.

I dont like going to a service center because I know how some places will take advantage of women. That is one of those places.

Very dissatisfied ! Wont go back !

Patricia Adkins

View full review

User's recommendation: Bring a man !

1 comment
Bridgestone

Hello Patricia, our goal is to provide excellent service to each of our customers, and we apologize for any inconvenience you may have encountered. We'd like to learn more about your experience with one of our stores.

Please email us at socialcare@***.com with the complete details, store's full address, your contact information, and your invoice number.

We appreciate your business with Firestone and look forward to hearing from you. ^Jason

Brands Related to Firestone Complete Auto Care

Why Trust Reviews on PissedConsumer?

  • Professional auto and live moderation
  • 100% user-generated content
  • Equal opportunity and protection
  • Zero tolerance for fake reviews
  • Verified content
  • PissedConsumer is on the Inc. 5000 list

For more information read Blog article