Firestone Complete Auto Care

Been going here for years. Mainly with Honda Accords (2003-2012 models). Alignments: fairly quick, reasonable price, lifetime alignment has saved me a lot of money after DIY suspension work--definitely worth the extra money. Brake services: fluid flush is fairly quick, job gets done right. Price was about $100. Cheaper than a lot of places I've seen. Tire services: full tire swap (new tires/mount/balance) is also quick. Their inventory may be sparse, but the remaining selection isn't bad. A bit on the pricier side for the full service, but still better than Dunn if you ask me.

I would like to thank Matt and his team over at the Henrietta Firestone. He took the time to show me how my tires needed to be replaced. Then took the time to find the correct tires to fit my budget and get them to the store in a timely fashion. He was incredibly friendly and gave top notch customer service to every customer that walked in the store while I was waiting. Go see Matt and his team … they will take great care of you and your vehicle!

I had a terrible experience at this Firestone location. We brought our car in for a routine annual alignment; before the service, everything was working perfectly and the car drove great with no issues. When they returned the keys, they mentioned there was an issue with one of the bolts on a tire that could potentially compromise the entire alignment. However, they did not present this as something that needed to be addressed immediately, nor did they indicate that it could be unsafe or dangerous to drive the vehicle in this condition. As soon as we got the car back, it was immediately clear that something was wrong—the handling was noticeably worse. At first, we thought maybe it was just a matter of getting used to the adjustment, but that wasn’t the case. Once we reached speeds over 25 mph, the car began slipping and felt unstable on the road, even in conditions it had handled just fine before the alignment. I called two days later to schedule another appointment. Monday comes and they look at it and turns out it’s that bolt they mentioned. Doesn’t make any sense to me. Why would they let us drive away if the bolt was this bad? The bolt clearly loosened again right away, as they were driving back to us, and they didn’t look into it anymore even after the initial problems/concerns they had with it. So I go in to try and talk to someone to figure out what’s going on. I meet John Fross, the Store Manager. He mentions that he doesn’t know much as he wasn’t there that night. Okay cool, no problem. Let me explain. He is then immediately defensive about the whole situation as I try and explain to him what’s happening and that I am just need for some clarification. He repeatedly interrupts saying “yeah that wasn’t me, I didn’t work on your car, wasn’t me, etc” as if we didn’t establish that. He purposely and repeatedly avoids giving me anyone else to talk to as the conversation with him started to go nowhere. He then says the dumbest thing of the whole conversation. I mention the safety issue with us driving the vehicle the way it is and how we have our kids in there. He tries to justify that the vehicle is completely safe, for my family and I, because I drove to the shop the night before… I honestly couldn’t believe it. I had to go 20mph with my hazards on and I was still having problems getting there. He was extremely rude and dismissive. I went in to get some help on this problem, and got hit with a brick wall and the worst customer service ever. Seems like they sacrificed due diligence and my families safety for a quicker turnaround. This isn’t even the first issue we’ve had with them. Unless something changes, I would not recommend this place to anyone.

We've been using Firestone for many years. Mainly because of the quick turnaround and good customer service. We trust the work will be done quickly and accurately. The hourly labor rates are astronomical these days and it hurts...

We came here for a simple wheel alignment and have had so many issues and have had to pay so much. Following the alignment: 1. Sent home with a car that could barely be driven in any amount of snow. 2. Was told on the phone that there was no way it could’ve been the wheel alignment 3. Told in person the bolt was bad and they knew it initially, but thought “maybe it would be okay”. This is the car we drive our family around in. 4. Treated with the UTMOST disrespect in person by John fross. 5. Go to pick up car the next day it’s dead. 6. Firestone jumped the car and it has since struggled to start and has had to have be towed. Strange how the battery issues started only after getting treated to disrespectfully by staff. My car is newer and had no prior issues.