Firestone Complete Auto Care

Evidently, Firestone now considers it "normal" practice to scratch your wheels during a tire installation. I’ve used this store and other Firestone locations multiple times over the years for tires, balancing, and alignments. They were always decent before. This last time started out fine: I dropped off my car for four new tires and an alignment. The car was ready by noon, and they even said no alignment was needed, so they didn’t charge me. A few days later, after washing off the usual shop grime, I noticed every single wheel had deep scratches through the paint to bare metal from removing the weights and new nicks and guoges throughout. My wheels have large open spokes, so the damage is obvious from just standing next to the car. I called the store and spoke to Owen, who apologized and told me to bring the car back after the holiday so he could take a look. When I returned, Owen wasn’t there. Instead, I dealt with Brian, the store manager. His response was shocking. First, he dismissed the damage by saying it’s "normal" for tape removal to leave scratches. When I pointed out that the scratches weren’t just inside but also on the face of the wheel, he rubbed brake dust off and claimed "that’s not new," essentially accusing me of damaging my own wheels. I explained that the marks line up perfectly with the wheel weights they had just removed. At that point, Brian brushed me off with, "Fine, I’ve never had anyone complain about the inside of their wheels, so what do you want me to do about it?" That was the end of the conversation. No accountability, no effort to resolve the issue, just blame-shifting and dismissiveness. I’ve since opened a claim with corporate Firestone to resolve the issue. There is no situation where damaging a customer’s wheels should be considered acceptable—inside or out. I don't know how many tires or balancing I've had done, but never once have they noticeably scratched my wheels. And the fact that the store manager chose to argue, deflect, and insinuate it was my fault makes this even worse than the damage itself.

I brought my 1994 Ford F150 in for a wobble in my driver side rear tire/wheel and a new set of tires on Friday morning. By Friday afternoon Owen (cust. serv. rep -very helpful) called to let me know my truck was ready. He kept me up to date on the service of the vehicle and sent me a digital picture that showed me the cause of the wobble. A previous mechanic (not from Firestone) has installed rear drum breaks a few days prior to noticing the wobble. Firestone showed my the mistake of the previous mechanic and solved the problem. Communication was clear and professional. Service was excellent. Price was very fair. Very pleased and now have a place to take my truck and know they will take car of her. Great job!!! Tim - Richmond, VA went to Firestone at Regency on Parham Road.

Absolutely one of the best vehicle service experiences I’ve had. Took my truck to another shop (won’t disclose which) and was failed on inspection stating I needed 4 new tires and wiper blades and quoted nearly 1400 dollars. I brought my truck to Firestone and was seen immediately and quoted everything for around 800. I left my truck on a Friday and it was ready on Monday. There were services I was quoted they deemed weren’t necessary and instead of charging and not saying anything like most shops do, they took it off my bill. Customer service was great and very helpful the entire time I was in the shop. Would highly recommend for anyone needing services done. They also offered a 10% discount for veterans and first responders. Will definitely be my service shop from now on.

Crooks and liars. Take my car for an alignment. An hour later after waiting, I get a quote for $1,500 to repair my car. Both left side ball joints are deteriorated, battery doesn’t hold a charge and my serpentine belt has 3 cracks and should be replaced. My car was inspected in July. If my ball joints were as bad as they say, it wouldn’t have passed. My battery is 2 years old and was tested the day before when I got my oil changed, tested perfectly normal. My serpentine belt.. replaced it myself for $45 and 5 minutes. Here’s the kicker, not only did they want $170 to do that, there was not a single issue with my belt. Nada. No cracks, no glazing, no fraying. It’s my second belt on this car, 180K. So, I take it back and talk to the owner. He was dismissive, defensive and didn’t care. I asked, why are you saying something needs to be replace/repaired when it doesn’t? I said show me the three cracks you all said. First he said the belt is t under tension. I said uh huh ok. No cracks even under tension. He said, I don’t know, why did you replace it then? I said, just to prove you all wrong and show you. He said then put it back on if it’s fine. Your car has 180, you’re due for a belt. I said it was already replace several years ago. You never asked. I also asked why they desire to rip people off for services they don’t need. He wasn’t happy and he also would t give me the corporate office number. He told me to get out of the store. I told him I feel sorry for anyone who comes in here with their hard earned money and gets ripped off by him. Stay away. Go somewhere else. Mechanics are the worst. We’re supposed to be able to trust them and when that trust is broken and we find out they’re just taking us to the cleaners, it’s BS. Next time someone complains Robert, listen and understand. Being defensive right out of the gate shows me you’re doing shady stuff.

We do not recommend using this business. The initial service was timely and they fixed our tire problem. They also ran a diagnostic test on the car and said that there was something wrong with our air-conditioning (which we were previously aware of). After getting our car back, the air conditioning was still not working. We paid a significant amount of money only to call back and be told that in order to completely fix the air conditioning it would be another substantial charge. While we were not lied to, we feel like we’ve been misled and would be very careful using this business moving forward.

Normally a 10 with a very friendly and accommodating sales staff and lead tech is always friendly and informative. An 8 this time even though the car was done quickly, I had to reschedule because your app doesn’t line up with their schedule of open times and doesn’t work half the time. Also, some small things: after I received my vehicle back, my plug-in fragrance was unplugged and the part that gives off the fragrance was on the floor behind the second row seating. The paper mat they placed in my front floor area was left in my car and trunk effects were left a little scattered. Overall, excellent and they even place my donut back under my car. I trust Firestone for all my automotive needs.

I have nothing but good things to say about this location! First of all Mikayla was an absolute delight! Very customer service friendly, I felt welcomed and valued! Then the look of this Firestone is amazing! Might be worth the extra miles for the great service and beautiful lobby!! Highly recommended location!