Firestone Complete Auto Care

I stopped in for an AC/​overheating problem. Staff was friendly and fast, but they provided a diagnosis and suggested a trip to the dealer was in order. I went to the dealer and the issue turned out not to be what Firestone diagnosed (a bad fan relay or cooling fan module) at all but was rather a cracked radiator and sticking thermostat. So after spending $ 70 for a mis-​diagnosis at Firestone, I had a $ 700 repair bill from the dealer. So I paid for a diagnosis that turned out completely wrong.

I came here for a screw in a tire which they fixed quickly but they neglected to check the other tire as I had asked. I was definitely upset when I had to come back the next day (with a flat rear tire– the one I asked them to check– 2 more screws) as I was headed out of town. Everyone was very friendly and apologetic and accommodating. They got my car in next and got it fixed quickly. I was very pleased with the customer service and will be back. The repair tech was also some sort of amateur shaman and removed the screw in tire hex free of charge. You don’t get hex removal service like that just anywhere.

This review is for our experience at Firestone on 6 April 2014.
What words can express total satisfaction? Let me explain the nightmare we endured first so that you can truly appreciate what Firestone did for us.
Traveling from Florida to Massachusetts, our rear tire began to shred right at sunset just ten minutes outside of Elkton Maryland due to the horrific (and deadly) condition of I-​95 from Washington DC and northward. The potholes were so huge that several times the under carriage of our car slammed against the ground. By the grace of God it so happened that we had planned to stop in Elkton for the night. The next morning we realized with great dismay that our tire was trashed and we were pretty much in the middle of nowhere — on a Sunday — and had to be at our destination the next morning for work-​related reasons! We had timed the trip so that we could get through the terrifying George Washington Bridge and Cross-​Bronx Expressway before nightfall so that we wouldn’t have to battle the murderous commuters during the Monday rush. (Personally, I think the governors of New York and New Jersey should spend a day in prison for each and every pothole until it is fixed — what are they spending the toll money on, anyway?!).
Neither I, or my travel companion, am very knowledgeable about cars (if you’ve ever seen the TV show FRASIER — imagine Frasier and his brother Niles with a broken car 2000 miles from home, and that’s us!). What made the problem even more complicated is that our car uses special (and painfully expensive) «run flat» tires that allows us to travel for a limited time up to 50mph on a flat tire. On top of that, the front tires are not interchangeable with the rear tires.
The first thing we did was PRAY! Then we did the only thing we could think of, and that was to call AAA to see if they had any advice for us, fully expecting to have to book our hotel room for another night. And that’s when the miracles began.
Not only was there a full service Firestone literally just around the corner, not only were they open all day on Sundays, and not only did they happen to have a single rear run flat tire in stock, but they were also able to see us immediately. And though there were two people ahead of us (each of which were served promptly and courteously), our car was ready in less than an hour! The shop was spotlessly fresh and clean, and the staff was cheerful, friendly and kind to us! We were so stunned by the level of competency and courtesy that we had to actually ask if they were sure that they were really finished. And they were.
The sign over the garage door was a quote from Henry Firestone, which stuck in my mind: «I believe fundamental honesty is the keystone of business». If he were still alive today I would dare to correct him and say that the evidence proves, rather, that fundamental honesty is the Firestone of business.

Got a flat going over the Tydings Memorial Bridge, called, and they had the tire I needed. There were three people ahead of me so I did wait for a while but everyone was very friendly. They let me bring my dog in and even gave him some attention, which is always appreciated. They stuck to their quote and I was out and back on the road in an hour.