Firestone Complete Auto Care

Sent a technician of mine there for a battery replacement, oil change, & to fix the hood latch on 4/8 at around noon (I manage a fleet of vehicles). As a fleet account, they are required to call a supervisor for any work prior to performing however, they claim that my technician authorized the work which would have been fine in this case (even though that is not protocol) except the technician was only authorizing the three things we went there for. They claimed a valve cover was leaking and needed to be replaced. At 3:30 pm they called and said the vehicle would be ready for pick up in 15 minutes. The tech was dropped off at their shop and every 10-15 minutes they kept telling him it's almost done. Then at 5:30pm they tell him they can't get the valve cover until 4/10 and he would have to find a ride home. I called them immediately explaining that he has no ride and to have the store manager call me immediately. I then had to call an Uber to get my technician a ride home. The store manager tried calling me the next day from an unknown number at 3:15pm however, he did not leave a message. He did call again today and when I asked for proof of the authorization for the valve covers he had no response. I encourage him to post a picture of that authorization however, I am confident that he is not able to do so since it never happened. DO NOT EVER TAKE YOUR VEHICLE TO THIS PLACE!!!!
Apr 11th, 2024

Extremely disappointed with Firestone (Aurora, Il- Farnsworth location). Took my car in after discovering low coolant in the reservoir. Was told my coolant was leaking at the thermostat/thermostat was stuck in the open position. Was also told I had 2 separate oil leaks. After being quoted a large $$ in repairs that was needed, I took my car for a second opinion to the dealership in which I purchased my vehicle. Dealership found that none of what Firestone claimed to be wrong was accurate. In fact- I did not have a coolant or any oil leaks. My advice- be weary of doing business with Firestone and dont be afraid to get a second opinion.
Mar 21st, 2024

I was charged over $1800 and I still have the same problem with my truck, the check engine light came back on the first time I took in on the highway, however after a little discussion with firestone and Austin Phillips the manager of the store all the problems I was having were addressed and resolved, Austin Phillips personally insured the work on my truck was done correctly and with the proper parts , He made sure that I was happy with the results, and I was very happy, my truck is running great again. I want to recommend Austin Phillips and his store they will get to the cause of the problem and fix it, He takes great pride in providing quality service , and he teaches his team to do the same, while talking with him I learned he has been a car guy all his life , that means alot to me, he's not just a guy who learned how to work on cars, he has a passion for them. which means he will get to the cause of the problem and not just keep changing parts until its fixed , He is a real mechanic, go see him you will be satisfied and you vehicle will be fixed properly with quality parts by a qualified mechanic
Mar 20th, 2024

Mar 9th, 2024

I assume that the employees eventually did the work satisfactorily, although absent taking my car to another mechanic; I cant verify that assumption.That said, this was one of the absolute worst experiences I have had with your service. I was told the work would be done in 3-1/2 to 4 hours so I took an Uber home (expected cost). After about 4 hours I called and I was told about an hour left until ready to pick up. I called again about an hour later and was told it will be ready soon. I Ubered back to the store (expected cost). At the store, after waiting nearly an hour I was repeatedly told, it will be ready soon (and please stop asking, it will be ready when its ready). I had to pick up my wife and daughter, so (after I was told it was going to cost more than estimated) I paid, so I could go as soon as the car was ready. I did provide the previously written estimate, and the overcharge was removed. After closing time had come and gone, I told the mechanic to leave the car in the lot with the keys under the mat. I seriously had to go. I Ubered home to get my wife, then we Ubered to my daughter, then later Ubered back to finally get the car (all unexpected costs). The waste of time and money because I couldnt get an honest time estimate was appalling. I have notified the company of these issues, Im awaiting a reply. Friendly front end employee, but overpromised, and very underperformed service. A genuine disappointment, and not anticipated at this location (Ive been using them for years). Maybe its time to find a new mechanic?
Mar 4th, 2024