Firestone Complete Auto Care

Imad Hashmi

★☆☆☆☆

7 months ago

I’ve been to many Firestone locations over the years in several cities, but I’ve never had a worse experience than at this location. I came in for an alignment under my lifetime alignment plan, which I’ve had on all my vehicles for years. After dropping the car off, I returned to pick it up. Rusty—who I believe is the manager—handed me the keys without mentioning anything about the service. When I got in the car, I immediately noticed the steering wheel was still off-center. Unfortunately, they were closing, so I couldn't go back inside to address it. While driving home, I heard a concerning noise coming from the driver’s side—it sounded like something was loose. I left town the next day and was away for a few weeks. When I returned, I took the car to my trusted mechanic who has worked on my vehicles for years. He inspected it and sent me photos (attached). His diagnosis was: "The driver-side control arm bolt is loose, and the tab for the eccentrics is bent. This is why your steering wheel is off and you're hearing that noise. The broken tab will need to be fixed by a body shop. Also, the steering rack was not centered." I took the car back to this Firestone location to explain what happened and show the photos. The older gentleman at the counter immediately told me, “I don't know anything about that—I’m not a mechanic.” He then called Rusty over. As I began explaining the issue to Rusty, he abruptly cut me off within seconds, saying, “I don’t need to see any pictures. I don’t care what your mechanic said. We don’t touch the eccentrics.” It felt like he recognized me and was trying to deflect responsibility. I attempted to explain that the steering rack wasn’t centered and showed him the pictures, but he dismissed me again and offered to “just do another alignment.” When I told him this was a separate issue causing noise when turning, he began raising his voice, saying, “I don’t care about any pictures or what you have to say,” and told the other employee to handle it. The older gentleman started defending Rusty, contradicting himself by now commenting on the mechanical issue after previously saying he wasn’t a mechanic. When I pointed this out, he told me, “Okay then—we don’t have to work on your car,” and tossed my key onto the counter. Both Rusty and the older gentleman were extremely rude, unprofessional, and unwilling to take any accountability for the poor service. Even with photographic evidence and a detailed diagnosis, they were more interested in deflecting blame than helping a customer. After reading similar reviews about this location, it’s clear this is not an isolated incident. It’s disappointing that nothing seems to have changed. I’ve never had issues at other locations like Frisco, Little Elm, or Cross Roads. I cannot in good conscience recommend this location—not even for minor services. I will be escalating this issue to Firestone’s corporate office. If this situation is not resolved properly, I will no longer be bringing any of my vehicles to Firestone at all.

Joseph Watts

★★★★★

2 months ago

Dropped it off first thing the morning. Explained what I needed to do and the employee listened. They took my phone number to contact me when all was done. They did what they promised and found out that my battery did not meet the crank amps needed. I appreciated that but did not have it changed. They were fine with that, but did encourage me to be aware of that issue. I do appreciate their knowledge and concern. Thanks again for being there.

Sheila Dyer-Trigg

★★★★★

2 months ago

I needed an oil change and state inspection and was able to come right away! I waited in the lobby and the job was done fairly quickly. I was very pleased with the results and so thankful that an inspector was onsite and able to check out my car!

Simone Francis

★★★★★

2 months ago

I want to say thank you so much to Luis and Michael at the Park West Plano location. I came in with a flat tire and they worked so diligently to help find the tire that matched my car. They were so friendly and helpful I would recommend this location to everyone. Thank you so much again!

ran shi

★★★★★

a month ago

I came in with a check engine light on. They took care of all of my service needs. I’ve been a customer at this location since 1995. I can always depend on Firestone to service my automobile. Rusty did an excellent job making sure my vehicle was taken care of . Excellent customer service.

Ryan McKelvey

★★★★★

6 months ago

Amazing service! Popped my tire late Saturday night on my way home. The place I usually get tires is closed on Sundays so I thought I was SOL. Then I saw this place was open so I went first thing in the morning. The man at the front desk was super helpful and so patient with me (I’m not very familiar with cars). I was able to get a new tire that was relatively affordable and he put air in all my tires and my spare. All in under 1 hour too. Super helpful!

lonny wilder

★★★★★

5 months ago

Brian Gibbs has been our service manager for over 20 years and he never ceases to amaze us and how much he cares about his customers. He consistently exceeds our expectations no matter what our reason for coming in for service. Every time I fill out one of these surveys, Brian is always at the top of our list for appreciation.

Robert Anderson

★★★★★

6 months ago

The service I received great. My service started at the appointment time made and there was no long waiting period. I am usually at the stores for 2hours minimally but today my complete wait time was less than 1.5 hours. This includes the additional recommendated services that I did not come for. This has been a great experience

Strouderosa BBQ

★★★★★

6 months ago

We have been using Firestone for all of our vehicle needs for about 25 years. We have to been to several locations, but this Plano location really stands out to us! Brian has always been so helpful. He is knowledgeable, patient, and does his best to get us back on the road as promised.

Alfonso Alba

★★★★★

7 months ago

This is my second visit to Firestone at W.Park/Ohio in Plano. Brian once again exceeded my expectations. I had not been to Firestone in a very long time all do to the reputation of the brand declining. I am glad to see Firestone is making an excellent come back. The first time at Firestone I was a bit skeptical and reluctant to trust them with my vehicle. Brian and the entire team at Firestone shocked me with unparalleled service and care. This is the second time at Firestone and many more. We have 6 grown adult kids ranging from age 25-33. We all live within a mile or two radius from your shop. Based on my experience, I will let my kids and their significant others know that Firestone is a brand we can all trust. Again, thank you Brian and Firestone for an amazing experience. Alfonso Alba

Jose A Torres

★★★★★

3 months ago

Arturo did a good job. He recommended that I replace my rear shock absorbers because one of them was leaking hydraulic fluid.

Ryan Rodriguez

★★★★★

5 months ago

Great shop and staff. They had us in and out with a new tire in 30 minutes. Kim was especially helpful.

JP

★★★★★

5 months ago

The staff are extremely helpful and don't try too hard to upsell, they're good listeners and have a no-nonsense outlook and are extremely competent. Every aspect of my experience is positive and I highly recommend this location

Cynthia Phillips

★★★★★

7 months ago

Brian and Fernando were amazing! My car repair was emergent and unexpected. They both went above and beyond to make a quick assessment and to do the repair. It was in my budget and definitely done in a good time frame! I am very appreciative!

Amina Iftekar

★★☆☆☆

3 years ago

I left my car overnight because I had a flat tire and they said it was too late for them to do anything about it. The guy called me in the morning recommended I get two new ones for the front. I did that. I picked up the car and paid $250 and the exclamation mark is still on my dashboard. I asked the guy up front why that was he said he didn’t know and that I should call the other guy in the morning. I said can’t you plug this in and tell me what’s wrong with it- he said I’d have to come in the morning to get that done. Ridiculous. Haven’t used Firestone since 2009. And now I remember why. I’d get better service at a Walmart or some tiny independent shop.

zidan naim

★☆☆☆☆

7 months ago

I called the store ahead of time and explained that I had two flat tires and asked if they could take a look at them today. I was told to come in, so I drove over right away. When I arrived at 6:30 PM, I was surprised to be told that they were closing at 7:00 and could only fill the tires with air — nothing more. If they had been honest on the phone, I wouldn’t have wasted my time and driven there with two flat tires. Very disappointing and unprofessional communication.

Lea

★☆☆☆☆

10 months ago

Simply called this location to inquire about out getting my car fixed. Mistake older man answers the phone and is unpleasant. The $86 diagnosis does not go towards the repair labor. It's 2025 and that's not normal now he went on to say it's like going to a doctor's office not free. I proceeded to inform him that I typically take it to Christian Brothers in Allen Texas excellent service by the way and I had no need for his so-called discount program. I just didn't want to drive my car so far away. I have the records to prove that I've paid thousands of dollars to get this car fixed and I own it so I'm not selling it. Firestone please do better.