Firestone Complete Auto Care

The guys were great Travis and Matt were excellent! Got my car issue fixed and it’s never easy to spend a lot of money fixing but three made it better. Thanks guys I shall be back

I recently made an appointment with these guys to honor a coupon for a $ 9.99 special to do a AC system check. I was having a few problems with my vehicle’s AC unit, so I decided to give it a go.
IT WAS ALL A RUSE FOLKS…
They got me in there and wanted to charge me $ 119.00 for an electrical system diagnostic check on my AC system because they couldn’t figure out why it was cycling on & off.
I asked, did they do their initial check as stated on the coupon… like checking for loose or blown fuses, loose wiring, or something to that effect? The little fella (who was the service rep) was like, «I imagine the technician did all of that» (which latently means he didn’t), and I stated, «why don’t you guys just do the initial visual inspection for ‘the obvious’ first before you hit me over the head with a bill for something that I was only supposed pay $ 9.99 for initially.
You guys see where I’m going with this?!
Well, the little fella looked at me like I’d stole his first-​born or something and coped an attitude with me… as though, ‘how dare I ask them to do something so trivial and simple without them charging me an arm & a leg for it?’. I know, right… I guess I should have been ashamed of myself, huh?!
I saw that I wasn’t getting anywhere with this guy, he would not budge on the service charge or even giving me the benefit of verifying that they checked the obvious visual culprits. So, I told them to pull my truck out of their shop and bring it around.
I have had similar run-​ins with Firestone before in Raleigh as well, but I was just hoping… this one time… just this one time, maybe it will be different.
I gave them 2 stars just as an act of Mercy.

I didn’t have any trouble. It was good it was open at 7am on Saturday (other services stores were closed). I came without scheduling and got 1h and 15 min waiting. Think it’s a fair time. The price was pretty expensive. I paid $ 55 for fluid changes (my car has more than 100k miles). Attentive staff. Cozy place to wait, coffee available and some shopping available in a 10 min walking distance. It is close to the Fresh Market, for example

Let me begin by saying we have been going here for over 5 years! I initially went in yesterday, for a free tire rotation and they discovered other imminent problems that needed to be addressed. Not only did Eddie personally take me to my car, he patiently and thoroughly explained every single problem. He even let me take a picture, so I could share it with my husband at work. Eddie helped me to prioritize the problems and reminded me of their 6 months interest deferred program. Upon arriving at my appointment, Edwin, was professional and courteous. He continued this professionalism until the end of the night when they were closing. Eddie has an amazing team working for him now, including the crew in the back. I was so impressed by Eddie’s kindness, it prompted me to do this review. We have always been 100% satisfied by their work and care for their clients! I would highly recommended them to anyone in this area for trustworthy, fair priced work!

It is hard to find trustworthy Auto Repair ship but I can trust my car to them. They could have racked up the charges but worked with me do what was needed and did it well. They definitely have a customer for life and my highest recommendation.

Let me break this down for ya’ll. Here is how it goes with my 3 star rating on this place. 1 star = Online appointment setting, that is just great. Convenient and quick for me to check my planner to make a time. 1 star = Getting my car in and inspecting it immediately to find out the issue and told me what was causing the noise first. 2 stars = Above all else they fixed the issue, my car sounds great, and I have no complaints in the service. –1 star = It is clearly corporate policy but they racked up about a billion (recommended) charges on my initial bill. If you don’t do previous research on what you think is wrong with your car or get a second opinion they could screw you over pretty hard, so i had to turn down about 6 different extra services. It is also probably super corporate that they do offer to open a credit card for you to help pay for these charges on your own time. Real weak, no I don’t want a credit card from my local mechanic shop. 1 star = Nice customer service as long as you are nice to them. Come in on time, don’t be rude and they will help you. Imagine that, a place gives good customer service if the customer isn’t irate and rude. –1 star = They aren’t very good at updating you on the status of your car. I had to call in to find out it was done, and was told there that they ordered the wrong part so that delayed stuff a little bit. Obviously it didn’t matter cause my car is in great shape, but a heads up would’ve been nice.
If you were keeping score it goes 1+1+2−1+1−1 = 3 stars.
Keeps it real, Unilocalers.

This place is an absolute joke. Rude staff that seems to work part-​time as car salesmen because I come in with an older car and they keep telling me to get another car. My car is running fine — that is until I have a maintenance job done at this place. Flush the brake fluid and do not remove all the air — guess what? Brake light keep coming on. This never happened until they flushed the brake fluid, but according to their oh so arrogant counter person — «nothing we have done could cause your brake light to come on» It is your old car (have only heard that x times before when stopping by this place). Of course they can look at it, but it will be 3 hours and then I will have to pay for whatever they find because it is my old car, not their shoddy workmanship. I only went to this place after staying away from it for 5 years because I had to go to a place on Sunday to get a new battery, so I thought, fine I give them another chance. Lesson learned — never again. This place is good at fixing stuff and more — the «and more» meaning regular return visits to fix the problems that you never had until they worked on your car. Other than checking the air pressure on tires, I would not let them touch my car again.
BTW — I went to another place that diagnosed the issue just as I had predicted, low brake fluid due to air in the line (yeah, all these comments on google are not wrong) and after correctly handling the brake fluid job, my car is running fine. I spent some more money fixing the Firestone Quality destruction of my car, but at least my money went to people that know how to fix cars and not the Firestone Agents of eternal hell and damnation for all car owners unlucky enough to take their car here.
PS Unilocal — for places like this, can you please provide a means to hand out a negative rating? Thanks!

Before I moved to Durham, I always went to the Firestone in Burlington, NC. Since I never had any issues with that location, I figured I would have the same satisfactory experience I had in Burlington. I was wrong. I took my care to the Durham location on University Drive 4 times. The first time I waited 1 and ½ hours for an oil change.
The second time, after waiting over 3 hours, the front line person realized my paperwork had been sitting there all along and that a technician had already looked at my car.
The third time I called to see if I could have a battery put in right away. My car had just been jumped by AAA for the second time, so apparently my battery needed to be changed. I have a 2012 Hybrid, my car is not that old, but the battery is a very small one. The person that answered the phone asked what year and model, I told him and he immediately told me the battery was in, it was $ 250.00, but they couldn’t put it in that day, that I had to come back the following Monday (this was on a Friday). I told them I just had a jump and I wasn’t sure it would start again and he said he didn’t know what to tell me. I called the Burlington location, he said come in right away, and he would make sure he found a battery for me at a reasonable price. I paid $ 102.00 at the Firestone in Burlington instead of $ 250.00 at the Firestone in Durham.
The 4^th time I went was today, Sept. 24, 2014 at 5:15pm. I waited just outside the garage so someone could check my tires since my tire pressure light was on. There were 3 people working in the garage and 2 people standing off to the side and 1 person walking in and out of the garage. I sat in my vehicle, at the entrance of their garage for 15 minutes. Not one person asked me if I needed help. I’ve had air put in my tire once before and they told me the next time I need air, drive to the entrance of the garage and someone would take care of me since it only takes a couple of minutes. I guess that was just the one and only employees idea of good customer service.
I have a Firestone charge and have used it frequently. It is convenient for unexpected car repairs, which is why I’ve had the majority of my repairs done at Firestone.
I will NEVER go to this location again. I will drive all the way to Burlington or Raleigh before I spend another dime at this location.

Travis is the Service Writer/​manager and the only person I will deal with. He corrects the problems and works great with the customers to makes sure they are satisfied and happy. I go there for brakes, alignment and oil changes. They use Kendall Synthetic Blend, which I consider the best and it is always on special. Clean operation. They stand behind their work. Download the Firestone App !

The employees are slow and lack customer service. I brought my car for an alignment check. After they «aligned» my car, it was pulling to the left more than when I walked in. When I called to come back in and have it looked at, Eddie and Travis were NOT helpful. I was leaving to go out of town the next day and they couldn’t give me an appointment but told me to drop it off in the morning. That morning, there was one person working out front, working as slow as molasses. After waiting in line for 30 minutes at 7:00, we had to leave to get my husband to work. I asked if I could just leave my keys and was told that I needed to wait my turn in line and everyone is in a hurry. I ended up going to the Apex store that morning. They could get me in immediately.

They didn’t put enough oil in my car. They have done this far too often and have got away with it too many times. They claim it is my fault that I didn’t check the oil after it was changed and therfore they are not at fault. Shameful.

I wanted my oil changed, but had not thought to make an appointment anywhere. After calling the usual suspects and either getting told they were too busy or getting quoted $ 30 for the job, I looked here. They had a coupon online that made the price $ 20 and they could take me right away. Service was fast and the people were nice. I will be going back.

Eddie, the manager at Firestone, has provided the best service I have ever had for my car. Extremely helpful, takes care of his customers, makes sure every problem is diagnosed and taken care of, goes waaaaay beyond the standard for customer service. I recommend this Firestone to anyone without reservation.
Go to Firestone. Talk to Eddie. Seriously. You won’t find anyone better than Eddie.

Please note that I am reviewing this particular store and not Firestone as a franchise.
I have been getting my oil changed at Firestone for 10 years now and have never had an issue until I went to this particular store. And when I say ‘issue,’ I really mean multiple issues:
1. I was given a hard time for being 10 minutes late for my appointment. I apologized and they still accepted my appointment but made some smart a** remarks before I left.
2. I was told it would take 1.5−2 hours despite having made an appointment. When I don’t make appointments it usually takes 1 hour.
3. I was given the wrong keys when I returned for my car.
4. I felt pressured by the sales clerk to open a Firestone credit card. When I declined he made me feel uncomfortable about the decision.
5. I was charged for an oil change and for a coolant flush totaling $ 117. I had gone in for an oil change only. When I tried to contest that I made an appointment for just an oil change and also stated verbally when I came in that I wanted an oil change, I still had to pay for the total amount. They said if I could bring in my email confirmation of the appointment they will refund me. However, they did not have the capability to look up the original appointment I made online or by phone so I would have to go home to get the proof.
6. I was told never to make an appointment online because it causes problems. I think this is a bigger issue that the franchise needs to take up with this particular store. If making the appointment online causes problems, then it shouldn’t be offered on the website.
7. When I left and finally got the right keys to my car, they somehow forgot to give me back my keyless entry.
I did end up getting the refund (upon bringing back the email confirmation) so I am grateful for that. All in all, the customer service strongly lacks at this store. I haven’t had such a difficult time at a service store in a very long time. I don’t plan on ever coming back to this location (even though it is closer to my apartment). But I will go back to the location on Duke Street. I have been there one time and had excellent service.

Good, professional service. Brought in my late model Ford for routine service. The price was about the same as Jiffy Lube but the service was far more thorough. The mechanic even told me about something that would likely happen to the car at sometime in the near future. The repair would entail replacing a small vacuum hose that the Ford dealer would charge quite a lot to do. He showed me the hose and suggested that I buy one online and put it in the glovebox for its inevitable use. It’s a very simple task to replace it, even for a mechanical moron such as myself.
For what it’s worth, they used Motorcraft (Ford-​brand) semi-​synthetic oil. Frankly, I don’t know whether it’s a higher quality than Pennzoil or Castrol, but I’ve never seen a service center other than the dealer use the specific car’s brand-​name oil. They also do general repairs and, after talking to the mechanic, I was impressed enough that I will be taking another car there for brakes and A/​C repair.
I highly recommend this Firestone for routine service and repairs

Slowish service on the day we went. However, nice staff and generally knowledgeable staff.