Firestone Complete Auto Care

Cody Spillane

★★☆☆☆

7 months ago

Only even giving this place a 2 star because the customer service techs up front were nice. I booked a 9AM for a single tire replacement. It is now 10:30 and I am still here. The car wasn’t pulled back until 10 and now it’s just sitting there with no tire, and no one working on it. I would NOT under any circumstances tell them you’re gonna wait in store. Not sure when I will leave to be honest. Even then, why give me a 9AM time slot if it clearly was not an actual opening for service? I get being busy but simply do not offer a customer a time slot if you are that filled with previous jobs.

miriam tarabay

★★★★★

a month ago

I had a lifetime warranty with Firestone for front end alignment and of course got it done for free. Laquita helped me with describing in detail what minor things were wrong with my car and I decided to fix those issues. Thank you.

Marcus Tenney

★☆☆☆☆

7 months ago

⭐️⭐️⭐️⭐️⭐️ Over 2 Weeks Without My Car — Horrible Service, Lies, and Zero Accountability DO NOT take your car to Firestone Complete Auto Care at 4910 W. Broad St., Richmond, VA. I dropped off my car on July 11th for a warranty-covered repair (strut + axle) and was told it would take a few days. It’s now been over two weeks, and I got my car back with no repairs done because I couldn’t trust the shop anymore. Here’s why: • They repeatedly failed to call my warranty company and only did so after I pushed them — multiple times. • They lied about ordering parts and blamed the warranty company for delays — even though I confirmed directly that approval had been granted. • I had to follow up every single day just to get basic updates. • After filing complaints with Firestone corporate and the warranty company, an employee finally called me — not to resolve anything, but to ask if I “just wanted the car back.” When I went in person on Day 13, I was told they never got approval from the warranty company — a complete lie, as I had an approval date in writing. At that point, I told them to just put the car back together and give it back — and they did, in 5 minutes. That tells you everything. ⸻ 🚫 Final Word: Firestone on W. Broad has: • No accountability • Terrible communication • No respect for your time or trust If you value your vehicle and your peace of mind, go somewhere else. This shop will waste your time, lie to your face, and leave your car untouched for weeks.

Amira Akam

★☆☆☆☆

6 months ago

I brought my car in on Sunday afternoon for a tire replacement and wheel alignment and was told to expect a phone call the following day (Monday) for a formal estimate because I would need my rim replaced. On Tuesday evening, I had not yet received a call so I went ahead and called the shop. I was told they had not looked at my car, but that I was next on the board for the following morning. On Wednesday evening I still had not received a phone call so I called back again and was told for the second time that my car had not been looked at but was next on board for the following morning (Thursday) - it was obvious that someone was lying about when my car would finally get looked at. I completely understand that delays can occur and estimates can change, but the lack of communication from Firestone was incredibly disappointing. I finally received a call Thursday afternoon that they were able to complete the work without replacing the rim. I picked my car up and when I returned home, I realized that they had broken the door handle on the driver side door- I couldn’t open my door at all to get out! Firestone failed to report that they broke the door handle. A disgusting goo was also left all over my center console and my steering wheel. I was so frustrated by the condition that they left my car in- thankfully, my husband was able to purchase a replacement door handle online and install it himself so I didn’t have to continue to deal with the profound lack of professionalism and communication by this establishment. To make matters worse, my alignment is still off after they supposedly realigned my tires. I almost always rely on small businesses for car care and repair but took my chances at Firestone for this issue because I assumed it would take a small business longer to order a new part and repair it- clearly I was wrong. I certainly won’t be returning to Firestone, at least not at this location. If you also choose to try your luck by bringing your car to this location, be prepared for an impressive lack of communication and professionalism, and the possibility of further damage to your vehicle.

Angie Oley

★★★★★

3 months ago

William was a great mechanic and took the time to explain things to me in a professional manner. Laquita helped me at the front desk and was very nice and helpful although I was a little stressed out. I have already recommended this Firestone location to friends and family members.

Liyah

★☆☆☆☆

Edited 2 months ago

They aren't honest. Just save yourself money and deal with the honest Firestone in Glen Allen thats near short pump. My experience with them was amazing and they don't lie about issues or create fake issues like magically having no oil after I just got in oil change a month ago. I check my oil after I pump gas weekly.

Tecumseh Williams Jr

★☆☆☆☆

11 months ago

The location at 4910 W.Broad St. was a horrible experience. I bought 4 Michelin tires @ $1600, an my front tire rubed against the front panel causing a hole and caused my hood to recess from the car, management would not correct the issue, instead they were EXTREMELY rude and told me to take it to Mercedes Benz to fix the problem.I contacted the District Manager and he is handling my problem very well, I asked him could I take it to another location and he told me I could. The tire after they took it off the lift after installation is still rubbing a wearing the driver side new tire down. I will take it to another location to get it repaired because I think they might cause some more damage and they are unprofessional!!!

Shajuan Jackson

★★☆☆☆

6 months ago

I will give as much feedback as to why I gave a 2 star. The time we spent there was totally unacceptable. From the time the car got into the bay up until they pulled it out was 2 hours. We were there to get 1 tire put on. Which takes 20 minutes. As a entrepreneur myself running multiple businesses I see where they went wrong but was unable to give my feedback directly to the employee because of the demeanor I was given when I ask why was it taking so long (Although I already knew because I was watching them the entire time.) So I didn't want further aggrevate the employee. So I paid and left. This review is mainly based off of time it took and the employee professionalism when I addressed my concerns about the delay. The tire they put on seems to be great, no issue's there as of yet. I will address my concerns to the higher ups at some point.

Alexander Guerra

★★☆☆☆

4 months ago

Laziness, incompetence, or simply trying to upsell for more money. Took my car in for inspection, they failed it because they could smell fuel under the hood but had no idea where the leak was coming from. They said they wanted to replace the fuel rail and all fuel injectors and hoses for an astronomical cost of course. After a personal inspection of 30 seconds in my drive way I could see the fuel seeping around the fuel pressure regulator. Specifically the o-ring was bad where it attaches to the fuel rail. so a 30 dollar part attached by 2 screws, 2 hoses and an o-ring. a 30 minute job to swap at most. Firestone wanted to replace half of my fuel system. Laziness and incompetence.

Meg Power

★☆☆☆☆

5 months ago

First Google review I've given, it was that bad. Rondell was great - everything else was so terrible. Went in for leaky tire on my AWD. 5 hours to get 4 new tires. Turns out, half that time was waiting for alignment check to try to upsell me to another service. Saw many disgruntled customers that day. I learned 5 minutes after agreeing to service that if I had gone to Firestone Auto online from lounge and reserved tires at shop that way, would have saved almost half my enormous bill. I worked with manager Laquita and and later another employee Madi about my tires, very little info given, really tried to push me getting the credit card to save $80. Neither mentioned the $50 rebate available for my tires. Later I was talking to Rondell and he told me about the available rebate. I told him I wanted to inquire with Laquita about the difference in buying tires in store vs. reserving online and she did not come out of her office to talk to me, she only told Rondell to tell me that if I signed up for credit card then I'd save $80. Over the 5 hours I was stuck there, I saw Rondell treat his customers like people, not numbers or quotas. Another customer came in with a similar situation to mine who had Rondell as her advisor and he gave her a completely different customer service experience than what I received. At checkout, I asked to speak to Laquita about my experience but she had gone home early. Firestone Auto got my money that day, but won't happen again.

John Fedowitz

★☆☆☆☆

2 months ago

Brought car here for tire replacement and tire patch. They were rude over the phone as I called them. The tire they “patched” it now leaks air faster, and on the tire they replaced they stole a custom air gasket cover I had put on. I was desperate and didn’t check the reviews before coming here and will definitely not come back

Victoria Powers

★★☆☆☆

5 months ago

So waited an hour before anyone looked at my car despite me having an appointment. I set up another appointment before but rescheduled since they said their diagnostic guy was out on vaca. Had got a new alternator and battery up in Woodbridge but light never came off. After that hour I was told that I needed to replace the alternator but never was explained why. So I went to another place that doesn’t make me wait and wonder.

Tiffanie Gatling

★☆☆☆☆

2 months ago

Rolled over a nail at willow lawn and saw that this location still had its open sign on so I pulled in because my tire was going flat and I wouldn’t make it home. Pulled in and noticed 3 guys still in the shop, asked if they could plug the tire and was told by the young man with dreads that they were already over the closing time even though the open sign was still on! He asked the other 2 guys if they were willing to plug it and they told him no! Considering it was dark, my tire was flat and I am a woman I would have at least expected them to put my donut tire on for me but no additional concern or offer at all!! So I had to drive the flat tire to back of Krispy Kreme and change my tire myself! Just on this encounter alone I wouldn’t consider this location or recommend it!!!!

Diana

★★☆☆☆

3 months ago

Overall, I would like to state the job done has satisfied my expectations. Did not really interact with the technician but they stated a few things I should look into and greatly appreciated that. I would state that the service I received from Laquita at the desk was not what I expected. When I explained that 2 of the tires had been delivered and that I was bringing in the other 2 due to delivery issues all she did was nod her head and did not show any friendliness whatsoever. While waiting, I do notice that Laquita was being very nice and gentle upon speaking with other customers even my partner checked to see if it was her and I realized that I did not receive that same treatment. After waiting for about 2 hours on the tire installation, I noticed the tech parks the car in the front parking lot and it took another 15-20 minutes to get called back to the desk. As I'm patiently waiting for her to confirm the service has been completed she just hands the keys over and doesn't say a word even after thanking her.

Brian H

★★★★★

a month ago

I purchased a lifetime alignment for multiple vehicles from Firestone, and I receive EXCELLENT customer service from LaQuita on every visit! I am always able to easily schedule appointments, and LaQuita does an excellent job keeping me informed on the status of my vehicle. I would definitely recommend this Firestone!

Concerned citizen

★☆☆☆☆

3 weeks ago

Going on 36 hours for a state inspection. Calls are met with “you’re next up, we’re working on it, just a bit longer” needless to say, dropping off your car for two days for people to keep giving you the run around and ignoring you is ludicrous. It’s a state inspection it takes like 5 minutes. I understand you have a business to run and would rather do something that pays well but don’t offer inspections if you aren’t going to do them. Absolute epitome of terrible customer service. I would give negative stars if I could. Wouldn’t send my worst enemy here. Makes the DMV look like a day at Disney World.

Larry Reed

★☆☆☆☆

2 months ago

There was a huge delay in replacing my front brakes. (I was the only person who was waiting in the waiting room.) Because the tech was multitasking, working on two cars at once. Meanwhile, I was left to wait for hours. Also, the associate told me that Firestone doesn’t turn rotors. I found out that was a lie, which she used to make me spend unnecessary money! I am so angry about the amount of time to repair my brakes and the fact that the representative lied to me. Why can’t y’all do what I asked, I needed my front brakes replaced, that’s all. I didn’t need you to inspect every inch of my vehicle, just so you can increase your bottom line! All the while, further delaying my repairs. It shouldn’t take three hours to replace front brakes!!!!