Firestone Complete Auto Care

Rachel Sutherland

★☆☆☆☆

4 months ago

I want to preface this by saying I have NEVER left a negative google review for any business before, so the fact that I am upset enough to write this speaks volumes. I took my car to this Firestone location because it was in-network repair shop for my SilverRock warranty with Carvana. I dropped my car off on Friday, October 17th. I knew that because it was a Friday they likely wouldn't have any updates until the following week. Around Tuesday or Wednesday the following week I called to find out the status of my car and to see what needed to be done. They told me what the issue was and that they had contacted the warranty company and were waiting to hear back from them. I gave them time to get things sorted and hoped for an update later that week. Well not once did they ever call me to update me about anything, so I called them back at the beginning of the following week. They told me that they had been in contact with the warranty company and that an adjuster would be coming out to approve the repairs. Again, I give them the rest of the week to get things sorted and trusted that they were just waiting on the warranty company. They finally call me that Thursday, October 30th (first and only time they ever reached out to me on their own) and told me an adjuster with the warranty company would be out the following day and the repairs should be getting approved within the next few days and then they would have my car fixed and ready to go very soon. We call back the following Tuesday, November 4th to get an update and they confirmed the adjuster came out, but they were still waiting for approval for the repairs. At this point I was like “what is taking the warranty company so long???” So I give the warranty company a call to try and understand what the hold up is…. AND YOU WOULDN'T BELIEVE WHAT THEY TOLD ME! They told me there were ZERO claims on my car. They never received any calls from Firestone to start a claim, never sent an adjuster, never spoke to ANYONE regarding my vehicle. I didn’t know who to believe at this point because I had thought it was the warranty company’s fault this whole time. The warranty company said the first thing they do when a repair facility calls is they give them a claim number, so if the repair shop has been speaking to someone at SilverRock they should at the very least be able to provide a claim number. So I call Firestone and try to understand what’s going on and asked them for the claim number or name of the adjuster from SilverRock… and YUP YOU GUESSED IT, they had zero proof or paper trail to prove they had ever made contact with the warranty company. At this point it’s been 3 WEEKS that my car has been sitting there with absolutely nothing to show for it. I have been juggling not having a car for the last 3 weeks having to get rides from friends, carpooling with my fiancé to and from work. It has been a major inconvenience. I don’t understand why they would just let my car sit there for so long and then lie to me that they were working on things when they hadn’t even made one single phone call. The lack of professionalism was truly shocking. This was the WORST customer service experience I have ever had. Eric and the staff there should be ashamed of themselves! Save yourself the time and money and please go somewhere else.

Liz Dassouki

★★★★★

3 months ago

Oscar was so helpful and quick. Took the time to address the issue with my battery and offer me all available options. He also asked if he could share additional needs on my car which I appreciated not being pressured to spend money on things I didn’t come in for. I would definitely come here again and plan to buy tires as well!

B V

★★★★☆

a year ago

I really appreciate the convenience of Firestone on Dacoma. Making an appointment online is super easy, and when I arrive, I can just tell them what I need and drop off my car. I also like their updated tire selection process, where you can see the quality and options available makes choosing the right tires a breeze. I frequently come here for the alignment service, which is a great deal it’s lifetime alignment around $199 and covers the lifetime of my vehicle. It’s a money-saver for sure. They also handle inspection stickers, and during my last visit, when I had a tie rod issue, the technician actually took a picture of the problem under my car and showed it to me. I really appreciated that transparency; it's nice to see the issue firsthand instead of just being told I need something fixed with no proof. However, I hate that they often aren’t accurate about when the car will be ready for pickup but They do get the job done, usually on the same day, but the wait time can be much longer than expected. Despite that, the honesty and thoroughness of the staff make this my go-to spot for car maintenance.

Shannon Solis

★☆☆☆☆

a month ago

I was taking my husband to work when all of a sudden I had a flat! This was the only place by me so I had no other choice! I had a toddler in the car. I told them I wanted to stay in the car my toddler and me were not dressed to be outside .. this guy walks to my car turns the KEY!! The car is already on !!!!! He could have messed up my ignition!!! It’s an old KIA! You heard the most ugliest sound!! I was so aggravated I waited 30 min to change my tire! Nobody was there!! I’m just not happy with the care and service I received! Will never be returning !!

Maria Sanchez

★★★★★

5 months ago

⭐⭐⭐⭐⭐ I had an excellent experience at Firestone mechanic shop! The service was fast, efficient, and very professional. They quickly diagnosed the issue, explained everything clearly, and had my car back on the road in no time. The staff is friendly, knowledgeable, and you can tell they truly care about their customers. I highly recommend this shop to anyone looking for reliable and great service you won't be disappointed! Front counter CSR - John Mechanic - Isaiah

Douglas Menjivar

★☆☆☆☆

a year ago

Worst place to take your vehicle to get service! Took a fleet vehicle to get brake pads replaced at 7am as soon as they opened, I was told it was going to be taken care of soon. All morning went by until I got a call at 12:10pm about the diagnostic on the vehicle, they try to over sale me on everything, wiper blades, wiper fluids, new tires, oil change (even though it was not needed it) you name it. I told them to stick to getting the brakes pads replaced and that was it. I was told it should be ready by 3:30-4:00pm, I showed up at 4:15pm and our truck was still sitting in the bay area still getting work on, I went inside and ask the reason why the vehicle wasn’t ready and I was told by the manager that the technician had to jump into another vehicle before finishing up our truck!! Explain me how is that professional? You told a paying customer that their vehicle was going to be ready at a certain time and when they showed up the vehicle is not done? A 3.5 hour job turn into a 12 hour job?? Doesn’t make sense at all!! I would recommend to anyone looking to get any auto care work done to avoid this location! Very unprofessional I’m sure they won’t be seeing any of our fleet vehicles come by here again!!! If I was the owner I would be worry about the professionalism of his employees!!!!!!!!!

Royal Rockets

★★★★★

10 months ago

I had a great experience at Firestone thanks to John and Gigi. I brought my car in for an A/C issue, and they handled everything with extreme care and professionalism. They took the time to thoroughly inspect the system, clearly explained the problem, and made sure I fully understood my options. Their outstanding customer service and attention to detail made the whole process smooth and stress-free. I truly appreciated their honesty and dedication. Would recommend to any friend or colleague having issues in need of a diagnostic.

Ricky Resendez

★★★★★

3 months ago

I want to take this time to thank Oscar and the team at Firestone Dacoma for an awesome job. Oscar helped me pick the most perfect tires for my daughter's suv and we also got an alignment and as well as an entire vehicle inspection. Everything was done in a timely manor and we are very happy with the results. Please go see Oscar and his team for your next tire needs or vehicle maintenance. Thanks you guys and until next time.

T Crazy

★★★★★

a month ago

I ran over this bolt. John and his team put my donut on at no charge so I could make it to the dealership for a free replacement tire!!! They are awesome and quick!

Jun Luo

★☆☆☆☆

a year ago

If you are the owner, please respond me this situation. So I replaced the lower ball joint last week in your location due to other Firestone give me suggestion to replace it. And here’s what happens! I saw there’s no pin on it when I stopped by a Costco because I can feel the wheel was hard to control. And then I tried to drive to local Firestone to check it out, the nut is completely off!!! The only lucky thing is that this happened in a parking lot, not on the highway. I have to pay the tow and car rental. I got so much inconvenience due to that happening.

Julio Maestas

★★★★★

a month ago

Went in for an oil change Oscar wea very professional educated me on sum issues I need to get fixed. I was vey happy with my visit. Thank you Oscar keep up the great work.

Christine Ferrel

★★★★★

5 months ago

A terrible smell in vehicle Eric had me give him keys & took charge from there! Great attitude & service! Highly recommended this location :)

Yesenia Serrano

★★★★★

2 months ago

Great company and great location! Eric made the entire process smooth and easy for me and I was in and out in no time. I’m a I don’t know much of anything about cars kind of fit haha and Eric got me taken care of answered all my questions very respectfully and got me back on the road! Thank you!

Kristen MElinda

★★★★★

4 months ago

Great service. It cost 18.50 to get my Subaru inspected. Very educated in car repair. This is the place to go for any of your car issues. Complete Auto Care. They also do financing!

L Thompson

★★★★★

5 months ago

Bubba answered the phone and set appointment, Josh and Eric were in store and very courteous and took the time to explain the CVI and Engine analysis details. The shop took care of my request for an alignment. This location is close and convenient. Again the staff is Fantastic, definitely recommend. Thank you.

Felipe Chester

★★★★★

a month ago

John and Eric was fantastic John worked on my tire during his lunch break hell of a guy! great place to go and get your tires done.

Davids TV

★☆☆☆☆

Edited 4 months ago

Very disappointed with this experience. I called for an alignment on my 2015 Dodge Caravan and was given a price of $121.99. I took it there and the mechanic took it in as the clerk gave me the price again. After 1 1/2 hours(not too bad) they told me that they "Did The Best They Could Do". Adjusted rite side better but left side now is out. Can not be corrected any better without an additional amount of $2,937. But I had to pay for what was done. No up front discussion or dis-closer of this. I will add that after taking my van back as "requested by management", it was looked at again and more adjustments were made, (at no additional charge). I was explained to what was needed additionally, and do understand this. I thanked them, and appreciate this. I just wish this was up front, rather than after the repair. I think I would have prolly done it anyway, but felt like "bait and switch" issue. I will add that I too, am in the "consumer repair" business, so I have insite.