About Business
Firestone Complete Auto Care is a leading Car Repair specialist serving the Grafton, VA, Newport News area. They provide a wide variety of solutions, including Tire shop, Auto air conditioning service, Auto repair shop, and other Car Repair tasks. Boasting a solid 4.2/5 rating from 264 verified reviews, their reputation precedes them. As a locally-owned business in Grafton, VA, they are deeply committed to providing honest and reliable Car Repair support to their neighbors. If you are in need of Car Repair assistance, we invite you to reach out to them today or visit their location in Grafton, VA.
Google Reviews
Michael J. Heathcock
★
☆☆☆☆
Edited a year ago
Edit: 03/25/25 nothing bas been done to resolve the issue with absolutely no communication on their end. This is the worst experience I've ever had with a company. Edit: reached out to the email provided multiple times with only AI generated replies, and nothing has been done. 03/17/25 I went here initially for an alignment, after my first alignment I had to return because my car still pulled hard to the right. After the second alignment my car started to make a grinding noise during acceleration from a stop. Returned to the same location multiple times with no fix for the new noise. I decided to remove the driver side wheel since that's where it sounded like it came from. My impact wrench couldn't remove the lug nuts. With a 2ft breaker bar and my 200lb self jumping up and down, I managed to remove the wheel (torque spec for my vehicle is around 80lbs). Didn't see any obvious issues so I planned to return to Firestone. On the way back from firestone with no resolve, my passenger wheel came off while driving. All 6 wheel studs had sheared off. Their "independent 3rd party inspection" which was held at their shop after they had already repaired the broken parts and I was not invited to as owner of the vehicle, concluded that I must of hit a pothole or curb at high speeds. I would imagine if I hit something with enough force to shear all 6 studs simultaneously that there would be more damage than just that (broken tie rod, cv axle, bent wheel). I have dash cam proof of speed and location with no potholes or impacts, witnesses, and my own mechanics inspection. They also said I must of removed both wheels since my sway bar was removed. I had removed it chasing the grinding noise that started after visiting firestone. I also proved to the mechanics and manager,laying on my back in the firestone shop, that I can indeed remove and put back on the sway bar without removing the wheels. I never gave them authorization to repair my vehicle before the 3rd party inspection (violates VA state code). How can the inspector conclude anything with the car repaired? Why would they fix it if they weren't liable? They put the same damaged wheel back on to test drive it. And I still have to go through my insurance, pay my deductible and have my rates raised because of their negligence and inability to diagnose and fix a problem they caused. I have invoices of them doing tire rotations a couple weeks before the wheel came off and judging by the amount of force it took to remove the driver side wheel, I'm convinced they over torqued the other lug nuts too, stretching the studs causing them to shear off. I don't have the time or money to fight this but would like everyone to know not to trust Firestone with anything.
billy page
★★★★★
4 months ago
CHARITY WAS VERY PROFESSIONAL AND HAD ME ME AND OUT IN A TIMELY MANNER. WOULD RECOMMEND HAVING YOUR CAR NEEDS AT GRAFTON FIRESTONE. A++++ SERVICES
Shaun Smith
★
☆☆☆☆
Edited 8 months ago
I would like to address a concern regarding the older gentleman who was working on July 5th. I understand that it was a busy day, but my wife called me and observed / experienced behavior that I feel needs to be brought to everyone’s attention. My wife has been here twice and had the same experience with this employee, who displayed unnecessary attitude toward her and customers on both occasions. I drove up to ensure she wasn’t disrespected again. I really hope he can work on his customer service. Everyone has rough days, but it’s not fair to take it out on customers. Update: As you can see from the response. Tells you everything you need to know 😂
Al Montalvo
★★
☆☆☆
8 months ago
One of our Bridgestone tires was losing pressure, so we took the car to the Grafton Firestone, where they confirmed the tire needed to be replaced. We ordered the replacement, and they told us they’d call the next day when it arrived. When we hadn’t heard anything by 1 p.m. the following day, I called to check in. It turns out the tire had arrived, and a team member told me I could bring the car in—it would be ready in about three hours, and they’d call when it was done. I dropped off the car, but by 6 p.m. I still hadn’t received a call. I followed up again, and after a confusing conversation, I was told the tire hadn’t been changed after all. Everyone I interacted with was polite and seemed eager to help, but the experience pointed to a breakdown in their internal process. Ultimately, I purchased the replacement Bridgestone tire from a different tire store in Newport News.
Barb J H
★★★★
☆
3 months ago
The Rep was excellent listener on what I needed service on. So far my car is running great.
Brian Ouellette
★★★★★
10 months ago
Our customer care representative Vanessa at Firestone - Grafton (VA) was phenomenal! She was very knowledgeable, professional and patient! We were completely satisfied with the tire and car care package that she put together for us! Overall, we had a wonderful experience being take care of by her — thank you again, Vanessa!
Teresa Mosquera
★★★★★
9 months ago
My right rear tire decided to get a nice leak. Luckily I was near my neighborhood Firestone, where I purchased my tires and do my regular maintenance with. Thankful to Michael, who stayed after they closed, with the heatwave his techs went home, understandable. But he stayed helped me and left my old tire at the shop to get it repaired in the AM. Unfortunately tire was unrepairable, but with their warranty It didn’t cost me an arm or a leg. I was on time to leave for a very important trip.
Jason Bowles
★★★★★
5 years ago
I was able to show up without an appointment and get work done on my car quickly. They have a very friendly staff. The young lady working there even found some online coupons to save me some money on my repairs. I was also allowed to wait in the lobby while the work was getting done.
James Redmiles
★★★★★
6 months ago
Went to get 2 tires. They didn't have them at the store but was told they could have them no later than a hour and a half. The other store didn't deliver them so the auto writer went to get them himself. Kept me informed. Exceptional customer service.
dyzel walton
★★★★★
11 months ago
This is the best Firestone car center I have ever done business with. Setting up the appointment online was easy. The customer service representative was friendly and understood my car's needs for alignment without trying to upsell me on anything. After the work was completed, he showed me the printout and ensured that I understood what I was looking at and what work had been done before I paid the bill. I will definitely be using this location for my future car needs.
Kara Ankenman
★★★★
☆
Edited 5 months ago
I’ve never had any problems there and I’ve taken all of our vehicles. One of the technicians is really good. He might be one of the lead technicians. I can’t remember his name.
John Adams
★
☆☆☆☆
Edited 7 months ago
I would highly recommend hiring more people to perform safety inspections. 3rd weekend in a row I was turned away. Offering inspections on the weekend is useless if you cannot hire staff to complete the services. I have always used this location for work and personal vehicles. Looks like I will have to find a new place to spend money. Update. It gets worse. Dropped my vehicle off on Friday for a service and state inspection. Looks like they just forgot about it. They think it would be acceptable for me to wait until Monday to get an inspection. Unfortunately this is a work vehicle and I will not take a day off due to this stores incompetence. This all could have been resolved with a simple phone call. When I called them on Sunday, the person I spoke with couldn’t figure out how to find a number for the corporate office. I ended up hanging up after finding the number myself with a simple goole search. Do your self a favor and find somewhere else to do business.
Jasmine Greene
★★★★★
5 months ago
Absolutely LOVE this Firestone. I drive past 2 just to come to this one! Staff is super friendly and always patient. Michael got me in to be seen even when I didn’t have an appointment on the books. This is the ONLY Firestone you’ll catch me at! Thanks guys for all you do!
seth
★★
☆☆☆
7 months ago
I came here for a state inspection and left pretty frustrated. The two issues they flagged were (1) a torn dust boot on the rack and pinion (fair enough), and (2) one of my two license plate bulbs was out. The part that really stood out? They wanted to charge $88 to replace a light bulb. After I questioned it, the price mysteriously dropped to $55. Instead, I went to a local auto parts store, spent $9 on the bulb, and changed it myself in minutes. The only +1 star was because I was allowed to change it before the inspection was complete. They told me to come back two hours later so I “wouldn’t have to wait too long.” When I did, I still ended up waiting an hour and a half because they hadn’t even received the part for the dust boot yet. Overall, this felt like a shop that leans on customers not knowing how quick and inexpensive some repairs really are, then marks them up to unreasonable levels. The shifting prices and unnecessary waiting don’t inspire much trust. If you’re car-savvy and willing to push back, you might get by — but if not, expect to pay a lot more than you should for very basic work.
Richard Abernathy
★★★★★
a year ago
Memorial Day weekend. I was in a terrible bind and stranded with a nail in my tire. I walked in and was kindly greeted by Vanessa. 😊 I told her my situation and she stated that they couldn't get to me until tomorrow. I pleaded with her and told her that I had the tire with me and could just roll it in. She asked me to retrieve the tire from my car and she'd see what they could do for me. I rolled the tire into the store as she spoke with Matthew in the shop area. He came out, greeted me and inspected the wheel/tire and said "no problem, we got you." 😎 About 15mintues later, I was all patched up, and without a scratch or blemish on my custom Enkei wheel. 🥰 I truly appreciate the FRIENDLY, GREAT service and going above and beyond to help a customer in need. You and your team will NOT be forgotten. THANK YOU, SO MUCH! 5 STARS! 🌟🌟🌟🌟🌟
Kandi Guinsler
★
☆☆☆☆
a month ago
I was lied to by one of the desk receptionist. She REPEATEDLY told me on the phone call that the price she quoted me INCLUDED the cost of the tires AND tire sensors. I replaced two and planned to the other two when needed. Time came and I replaced the other two tires with sensors only to find out that they never replaced the sensors in the first 2 tires. I tried to explain only to get told, "No, we just replaced the tires"
Ann Williams
★★★★★
5 months ago
Michael was great! From the time that I walked into the store, he made me feel welcomed & at ease. He gave me reassurance that my car needs would be properly taken care of. Michael exhibited a refreshing level of professionalism. He provided prompt service. He was also very informative about my car issues. Outstanding customer service, & he did it all with a smile!
Aaron Butterfield
★
☆☆☆☆
2 months ago
I came here with a 1pm appointment for a rotation, alignment, and balance. I saw my truck still on the same parking spot at 2:45. I asked for an update and was told my truck wouldn't be ready for at least another hour and a half once it was pulled in. I requested my keys back and thanked them for letting me know that they were so far behind (sarcasm). Absolutely no customer service here. On another note, I got an oil change here a year ago and it was leaking oil the next day. I took it back for them to investigate and they told me it was from the drain slide. It continued to leak and I took it back once again were they identified that they damaged the drain plug and replaced it. I have had some good experiences here in all fairness but when they suck, they really suck! And there is a good chance that they are going to suck hard!
Kevin McCarthy
★★★★★
2 months ago
I have been a Firestone customer for several years in NY. Recently had a flat tire at 5AM on the NJ Turnpike. Thank goodness for AAA. We reached our intended destination on the spare. Now I’m 400 miles from home I need new tires. Thank goodness Firestone is a national company. I called Firestone in Grafton VA. They had all of my vehicle information. Pro rated my tire which saved me Some $. Grafton”s customer service was excellent and I highly recommend using there services.
