Firestone Complete Auto Care

My car was brought here by Gerber Collision for an insurance claim I had on my vehicle. They replaced the wheel and supposedly did an alignment. When I picked my vehicle up from Gerber, I noticed right away it was still drifting and the quickest they could get me in was today. According to their own specification printout today, mysteriously the alignment had changed and they made adjustments once again. They were very rude, condescending and only had excuses, no apology, I’d never use them again. I believe they’re no longer going to be on Gerber’s list and they certainly shouldn’t be on your list. Ogden Motorcar will be double checking my alignment, I knew I should have demanded my car go to the shop of my choice for the alignment. I also learned this isn’t the first time Gerber has had an issue as well… hopefully they’ll switch and start using Ogden Motorcar too.

Back story — Rotated the tires on our Rogue and found that one had a nail lodged in the treads — close to the wall. The tire needed to be replaced — it couldn’t be patched.
The story — brought the car in for two fronts. They confirmed that the patch wouldn’t work — agreed to two fronts and nothing else. They called right on time (90 minutes later as quoted). I went back and paid — everything seemed fine until I got out the car. Realized right away that they replaced the rear tires and not the front which is where the nail was and what was agreed upon. I went back in and talked to the manager. He realized right away that there was an issue and that they were at fault. He talked to the tech and checked out the car. When he returned he tried (not very hard) to give an excuse that they only replace the most worn set (which happened to be the rear being that I rotated them the day before). I reminded him of our conversation about the patch and how it wouldn’t work as well as the fact that it was in the front. After some time he had reached out to another store to find the tires that I had placed (they didn’t have enough for a full set). Came back with a deal — they would replace the one with the nail for free.
Here’s where the problems began (aside from their lack of communication and attention to detail), you can only replace tires in even numbers — either 2 or four. never 1 or 3. If you go with an odd number you’ll have uneven wear on the older tire and therefore speed up the wear unnaturally leading me to have to go back and get a fourth tire in a few months. After some negotiation I realized that I wasn’t going to get the fourth for free. We agreed to the third for free — no labor, no fees, nothing — scott free. The fourth I would only pay for the tire and TPMS kit — no labor, no fees.
Overall I felt this was an ok deal — it wasn’t ideal in the fact that I had to pay an additional 100.00 for the fourth tire which is ultimately as a result of their mistake. I’m sour about this, but also realizing that there’s nothing much more for me to do or ask for. They weren’t budging and I still had a flat tire.
So why 2 stars?
2 for the manager who did not argue with me or lie about the mistake or even try to cover it up. He was honest, authentic and empathetic in his handling of me. In turn I was the same — we both were reasonable.
The cause — The manager failed to notate on the work order that it was the front two and that there was a nail in the drivers front. The tech failed to do a detailed inspection of the four tires. In a different situation and If I was this stores DM I would be on this techs ass for failing to find an issue (low tread) and suggesting a second pair of tires — upselling.
I won’t return anytime soon because tires are a one time a car kind of deal for me. We only keep the cars long enough to pay them off plus two years or so. In the end to go through two sets of tires in 6 – 7 years is ok. I will suggest this place to friends, but with caution; the manager saved face and is a good person.