Firestone Complete Auto Care

Awful communication and service updates. The staff is pleasant enough, but the lack of respect for customers time is the major issue. Called in earlier last week for an appointment oil change and alignment. Arrived for my appointment on time (being early makes no difference here fyi), and got checked in. Alignment mustve not been in the system, because the clerk mentioned oil change, and I had to tell him it was a change and alignment as well. Asked if I was dropping off, which I was not, and took a seat. Literally sat and watched my car for AN HOUR. Another customer came in after me, and was greeted by namesomehow their car was done way before mine, as well as got pulled in before mine. No comment, because I have no idea what their work was for, and truthfully not my intention to run this business. Continuing on, my car was pulled in finally at the hour mark. About 45m passes and the clerk finally calls me up and gives service suggestions. No mention of the services I asked for, no mention of timeframes, no apologies for the waitliterally nothing. I decline any extra services, and he goes back to the garage, I take a seat and watch my car just sitting in the garage. I see the same guy that way working on my car go out and get a different car to start working on it. 15 min later and my car is still sitting in the same spot, with no updates still. Walk up to the register and the clerk finally comes back into the store. I ask about the status of my car and the fact that its just sitting again. He finally explains that the oil change is done, and was waiting for the alignment (this I figured). I said ok, and how much longer until thats done. He said he wasnt sure because of another car, to which I replied, Ive been here for 2 hours and all thats been done is an oil change. He went to the back, and came back stating it would be 25 more min before my car would be put on the alignment. At this time, a couple had walked in to inquire about an oil change, and I heard another employee tell them it probably wouldnt happen today due to being short an employee. This wouldve been great news to be told at any point during my CHECK IN, or any other time during the 2 hours I waited for an oil change. Of the 4-5 employees I saw during the 2 hours I was there, I legit saw one tech with a reddish beard being the only one to work on vehicles. One guy was smoking, one other one was playing on his phone, the clerk that would disappear for x amount of time, and the older employee that walked in after my first 1.5 hours there and had told the walk in customers an oil change wouldnt likely happen that day. Truth be told, this isnt the first time Ive had an issue at this Firestone, its just the last time Im willing to deal with it. As stated, the staff isnt upfront rude, but not communicating expectations is a huge disrespect to a customer. If the clerk wouldve explained the staffing shortage, I wouldve completed the oil change and returned for the alignment later on.
Apr 7th, 2024

The team in Fredrickson is very responsive and helpful. They were able to get my vehicle in quickly. I approved the initial diagnosis repair as well as elective maintenance work they suggested that I know needed to be done. I never felt pressured. The original diagnosis was not the root cause of the vehicle's issue. When I notified the team about the initial issue not being resolved, they again were very helpful and responsive. My initial thought was to take my vehicle elsewhere. However, we came to a very reasonable agreement to fix the root cause. Overall, I am happy with the experience and would go back.
Apr 6th, 2024

Took in my Prius and they work quick and honest Thank you
Apr 3rd, 2024

Terrible communication. No transparency. Damaged my rim.
Mar 25th, 2024

My car 2022 Kia Telluride decided to briefly stop in the middle of canyon road. Thankfully it restarted. Due to the lights that were on, I was directed to go to Firestone. Mikey was a very nice gentleman that checked out my car. My oil was pretty low. I have been doing more commuting than my normal and didnt think to check it. He was very thorough with explaining to me what could be happening. He also checked for leaks and filled up some oil. I appreciate his time and kindness. Little did he know, his time that day of simple gestures made my day a lot better. Definitely keep him around. His customer service skills are great.
Mar 21st, 2024