Firestone Complete Auto Care

I’m not one to normally write reviews, but if I could give this place zero stars I would. I came in to have a nail in my tire fixed, which should be a simple yes we can or no we can’t. After four hours of the car being there they took it back, dismounted the tire from the rim and damaged the bead in the process, then came out and told me the nail was too close to the sidewall and the tire could not be repaired. I then asked to have my tire put back on as I wasn’t going to be buying tires from them at that point, which they attempted but obviously was not successful as they destroyed the bead. At this point still nobody had told me they destroyed the tire taking it off and were going to let me out of the store with that tire back on if they could get it to hold air for long enough for me to leave. Their solution to this was to throw on a used tire that’s the wrong size for my vehicle and send me on my way. I came back maybe 20 minutes after this after getting home and taking a closer look at the tire they removed and realizing how bad the damage was, and asked to speak to a manager. This was met by the employee who I worked with swearing and screaming at me, telling me he “doesn’t care about this job” and threatening to fight me if I didn’t leave the store. The entire interaction was bizarre and wildly inappropriate. Their area manager supposedly was supposed to call me after I called their main number, which hasn’t happened yet. I would avoid this location like the plague.

I have been using the Firestone in Webster 901 Ridge Road for many years. Drew is one of the best mechanics I have ever used. Please keep him at this location, I am sure many customers will agree with my post. Thank you

Service technicians are very nice and kept me updated on my vehicle. I got 4 brand new tires and an oil change. I waited a bit long because I went on a weekend and they had a special going on. I like that they run through the complete prices with you and give you an estimate. I just wish the waiting area was more comfortable and had more amenities.

For clarity: Mike and the staff at this location have been patient, kind, and helpful throughout the process. I did get the sense that they cared and wanted to fix the issue, and it may very well be something they had their hands tied about. I took my wife’s car in for a state inspection on Thursday 11/06. Was told that the two front brakes and rotors had failed inspection and needed to be replaced. All in the cost was $519.05. Being a single income in this economy, we had to set this money aside for the repair and be late on rent as well as receive some financial help from family for groceries which we are very fortunate to have. We pick up the car later that day, drive it home, and don’t use it again until Sunday 11/09. While driving with my family in the car we noticed significant shaking side to side and back and forth while braking and coming to a stop. We happened to be down the street from the shop so I ran by and explained the situation to Mike. He listened to my issue and seemed concerned. He let me know that they were backed up for the day but to bring it in the next morning. I take the car back in on Monday 11/10. Get a call from Mike in the mid afternoon letting me know that the calipers were not working properly and causing the brake pads to not fully release and was already causing wear and damage to the new rotors. The brakes and rotors were under warranty so the replacement set and labor was covered. This is where my main issue occurred. He stated that the calipers and labor would be at cost but offered to apply a $75 coupon. I called my friend who used to be an auto repair shop manager and asked his opinion. My friend stated that the fact that the store was offering a $75 coupon appeared to indicate that the store had realized they made a mistake and were attempting to smooth it over. I called Mike back and asked, if the new brakes and rotors were replaced just 4 days ago, why was the caliper issue not addressed at that time so we could of factored that cost into the price for the original repair? He stated that the calipers were “giving them some issues pushing back, but unfortunately after some time they did finally push back all the way and that it would of been unethical to bring this to my attention just to sale more parts to me.” I would have appreciated being made aware of this issue. Ultimately either replacing the calipers, or having been giving the choice if possible to not warranty the replacement set of brakes and rotors unless replacing the calipers since they were nearly failing during the original service. I was also told that they would not do the new replacement set of brakes and rotors under warranty until the calipers were replaced. My question is, if they are unable to warranty the new set and fix at no cost since it was not properly fixed during the original service, why were they able to warranty the first set? I called corporate and explained the situation. They took down my information and said that the area manager Todd would be calling me by the end of Wednesday 11/12 at the latest which is the day of me writing this review. Wednesday 11/12 around 8:45AM I get a call from Mike. He stated that had had spoken to his area manager Todd and asked if there was anything additional they could do for me. He said that he had received approval to waive the labor charge and the only additional cost would be the calipers at $189.99 pre tax and around $205 post tax. Still unsatisfied but tired of going back and forth I agreed to this. At time of writing this at 9:50AM 11/12 I have yet to receive a call from the area manager Todd. I completely understand that mistakes happen, or that unexpected things can go wrong, but I just wish that the store would take accountability and correct the situation at no cost and without having to make me jump through all these hoops while balancing life and being down a car for multiple days.

Got a tire air bubble in my tire and they took me in same day! Put my spare on for cheap and had me out in like 30 mins. Super nice staff too. Definitely recommend!”