Firestone Complete Auto Care

I spoke to Anthony the district manager on 3/19/25 regarding 4 new tire purchases and he told me a different price for a state inspection that was different for when I entered the store today. The initial conflict began when I first entered the store. Rob(Store Manager) greeted me and I told him I had an appointment for 9am for an inspection. He then looks at his computer and then says oh ok you have an appointment for 9am from drop off. I told him No, the appointment was to be a waiting appointment. I told him I said that to the person I spoke with. He then says he was the person I spoke to, which didn't make much sense; since i spoke to him, he would know i was waiting which was the whole reason why he rescheduled my appointment from 8am to 9am because it was going to be a wait appointment and he might not have am 8am technician but he knew his 9am technician would be there by 9am. He then says ok well it would be 3 to 4 hours before it would be inspected and I then confronted him with I originally had an 8am appointment and I should've kept that appointment. He then says oh well No the inspection takes that long. I said no an inspection doesn't take that long and he says yes an inspection takes about 3 hours. So I said ok, I should've come in earlier cause I would be ahead of anyone else and he said No one is ahead of me but the inspection takes 3 hours. He (store manager Rob) then tells me a different price and I said"oh, I was told a different price when I spoke to Anthony" Rob then goes into a whole thing of how it's this price and then asks me do I want to do the inspection. I tell him yes I want to do the inspection. I tell him he is very combative. He then tells me I'm the one being combative. I said look how you are talking to me, this isn't customer service and This is combative. He then says I need to refuse this inspection. I said you need to refuse the inspection for what? He says cause I've been yelling at him. I said no I'm not yelling, you're just being combative. I left the store without getting my inspection and I am outraged at how I was treated after just buying 4 new tires on 3/20/25. Rob you are the worst store manager and you need to be FIRED!

Apr 07, 2025 · RK H

Bala Location. Let me begin with the fact that I SCHEDULED an appointment at 3pm. I asked to have my car back as soon as possible. By 5:30pm I had not heard anything from them about my car, so I called them to inquire only for them to tell me it would be ready for closing. They did everyone's car before mine even though I had an appointment. When I arrived at 6:15 to get a better understanding of why a basic oil change was taking this long I saw them JUST bringing my car back. They were rude and demeaning and absolutely tried to take advantage of the fact that I was a female who doesn't know much about cars. Fortunately my best friend walked me through the process of an oil change to understand that I was validated for being livid and taken advantage of. The following day, I called multiple times to reach them because they never reset my light and now I'm even questioning the service. I still have yet to reach them and they are now closed. UPDATE: I even reached out to the email that they left me to contact due to the inconveniences and followed up the email weekly... I still have yes to receive a response.

May 06, 2025 · Rebecca Ferber

3rd Update: After my last encounter I finally got home (Baltimore) where I went to a Firestone who replaced two more parts that are connected to the alternator! Bringing my total up to $1700+. The service was great by the way! I travel for work so I ended up in Bala again on 5/5/25 where I went back to the Firestone because my engine light came on. When I went in there was gentleman by the name of Jen whose customer service was pleasant! I told him my problem and he actually came out and looked at my car! He agreed that my alternator was bad! He tried to assist me but I believe since I placed this review I was banned! All because of this situation I have now spent over $3000 due to this incident and hotels because I am not from here. I highly recommend not using this location all firestones aren’t bad but this one unfortunately has some bad apples on the team! I will say Jen tried to help and had great customer service! Second Update: had a second mechanic look at the alternator it is defective spoke to a manager named Rob who was really nasty and I recorded the whole thing. I had an incredibly frustrating and disappointing experience at this location. My battery light came on, so I went to two nearby places for diagnostic scans before dropping my car off here. Both confirmed my battery was fine, but my alternator was the issue. After leaving my car, I returned to pick it up and noticed a loud screeching sound and a burnt rubber smell when I started it. Assuming the parts needed time to adjust, I went inside to speak with the gentleman at the front desk. He told me the noise was from the serpentine belt. When I asked why this issue wasn’t mentioned during the $500 quote phone call, he had no clear response. When I requested to speak with a manager, he informed me that he was the manager and introduced himself as Dario. He then claimed my battery was bad, which I refuted because I had just purchased the battery and had two scans confirming it was fine before coming to this location. Despite this, he attempted to charge me over $700 in addition to the $1,000 I had already paid, for something that seemed to be caused by their work. After trying to find an understanding, Dario agreed to fix my car without charging for labor, and I accepted. My mechanic, Lou, was supposed to handle it, but they held my car for 10 hours without getting the necessary parts or completing the work. This experience was nothing short of horrible. The staff was untrustworthy, unreliable, and unprofessional. I will not be dealing with this company again and hope this review helps others avoid a similar experience.

May 06, 2025 · Kelly Alexander

Brought my car here twice for an alignment. First time they didn't check if my parts were tight and just did the alignment. They then proceeded to not re-check AFTER they did the alignment to which I found out my lower control arms were loose causing the car to wander all over. Brought my car again just to give them the benefit of the doubt after my alignment was messed up recently. They again did not tighten the parts in which I found out the tie rod end AND jam nut wasn't tight. Mind you I asked both times, "Is everything tight?" to which they gave a immediate yes. I don't know if it's a specific mechanic there who's making the mistake but I will be taking my business elsewhere from now on.

Mar 16, 2025 · Donte V. Brown

Just unbelievable, I’ve never had anything like this happen. I dropped my car off in the morning at 8 am for routine oil change, tire rotation and alignment. They call me around noon to tell me that some other work needs to be done, I give the go ahead and want to confirm the car will be ready by closing (6 pm - since it’s a Saturday). It’s 5 pm and I haven’t heard anything from them since noon so I give them a call. They say they are still working on my car and should be finishing soon - so I can head over at 5:40. I walk-in at 5:40 and overhear one of the front people talking to the technician about my car is not ready and will be held overnight. I tell him someone told me my car would be ready today. They ask the technicians to finish my car tonight, but won’t be ready until 6:30. But I have to be somewhere at 6:30 and traffic is starting to build up. And meanwhile, someone else up front is denying telling me that my car would be ready. I am Completely floored - not only is my car not ready, but the front person is calling me a liar too. As if I would just uber over for fun when I know my car wouldn’t be ready until tomorrow. Just so I can uber back home. I remember when Firestone used to value customer service. Guess I will have to find somewhere else. *Update* 2/16/2025 The next day, it's 11 am and I still haven't heard a word from anyone, so i call the store. they tell me my car is almost ready and that I can come get it ("we were just about to call you"... right...). So i get there, they give me the keys. I try to start the car and it won't start. I go back inside. they come out with me and pop the hood. My battery had not been replaced even though they charged me for it and it was supposed to be replaced. So basically committing fraud. They get the car back into the shop, replace the battery, and give the keys back. Dario, the manager, apologizes - but no addional compensation offered despite their shop committing fraud. Fine, I take the keys start my car and try to drive home. I can not even make it a mile before the car starts shuddering and the check engine light keeps flashing. I limp the car back to the shop, the manager Dario tells me that the technicican that did the work yesterday is not in today and they don't have anyone that can take a look. so my options are to leave the car overnight or drive home and comeback tomorrow. I try to drive home but can't make it even 2 miles, before having to call for a tow. At this point, I am just livid. I take the car back to the shop. Dario says he will try to get me a rental car for tomorrow (not counting on that until it actually happens). what was supposed to be routine maintenance has turned into a complete nightmare. No telling what was done to my car and when I will get it back in working order. Do not bring your car here. You will be charged for work that is not done. And your car may even end up worse off then when you brought it. I should have heeded the other low ratings. *Update 2/17* I called Rob in the morning and was told my car should be fixed today and discount would be given for the hassle. When I arrived to pick up my car, Rob stated that I had already received a discount yesterday (2/16) for the "cleaning the valve cover," stating that it usually X amount but I was only charged 80$  - this is not reflected on the invoice itself. Rob again stated that the only other thing he could offer is the free oil change, but again I expressed my frustration at the thought of returning to this location for any further service given the blatant fraud, lack of professionalism, and lack of transparency. I paid 1800$ and went 3 days without a car - and all they can offer is a discount or two and a coupon for an oil change (probably 60$ of savings?). what an absolute joke.

Mar 05, 2025 · Sam Pattanaik