Firestone Complete Auto Care, Phoenix AZ

Made appointment to have oil changed, tires rotated, transmission flushed, and fuel injector flush completed 4 months prior at this location was completed since dealership when completing a recall said that it needed done immediately. When dropped off car at 8am was told would do oil change and tire rotation and check if transmission flush and fuel injection flush needed done since both not showing as manufacture maintenance needed. Received call 3 hours later they can’t find the tire lock key and could not retorts the tires and per their records the transmission needed flush and they would complete it. This location has done all non-warranty or recall work on this vehicle. No update on car until I called to get update at 5pm and was told vehicle was complete. Went to pick up vehicle, tire lock key was in trunk of car same spot it has been for 10 years. Guess they did not have time to rotate the tires and needed an excuse not to complete. But then went inside to get keys and pay bill to find out they only did oil change. Told me would not do the transmission flush due to vehicle having over 100k miles on it and had no notes on checking fuel injectors flush. Crazy thing is they did a transmission flush on another vehicle I have at 200k miles. They have more excuses to not do work and was told I would need to go to dealership or find someone else to work on my vehicle. After going to this location for 10+ years for regular maintenance on our vehicles they no longer care about the customer service. The level of customer service has slowly deteriorated over last 2 years. Would not recommend this location if you want all the work you request to be completed in 1 appointment or being told to have dealership complete routine maintenance.

Great service took my car there for the first time and they were able to solve my problem. Shout out to Dalton!

After describing my car's symptoms TWICE at Midway Chevrolet's service department (they said "no check engine light" but you can pay $200 for us to do diagnostics), and once at another Firestone location, I called Nichol at the Cactus/Cave Creek Firestone location. I described my car's symptoms and she said to bring my car in. The first thing she did after listening to me tell her what the car was acting like was TEST THE BATTERY. There you go. Even though the battery was less than a year old, she was the first to not assume that the battery was ok. While testing the battery, Bob noticed that someone along the line had bent a bracket holding the battery and he fixed that. The battery needed to be replaced. Nichol advised that I should go back to the dealer who sold me the battery and have them replace it, but I chose to buy the new battery from her. As a woman who has been bamboozled by mechanics and service advisers more times than I like to admit, I'm now a devoted fan of the Firestone and Nichol combination and will go there from now on for anything on my car.

Great service on a busy holiday weekend. The shop got us a tire and we got out quick and the customer service was excellent. Good job everyone! I saw amazing teamwork. That's rare. Even when getting yelled at over the phone, I watched employees keep calm and kind. I felt bad for them, but they kept everything running smoothly.

My emails to Bridgestone Support (edited to meet character limitations-my apologies for the wordy review) :
Sunday, 8/13
To whom it may concern:
After many deep, cleansing breaths, I can now express my experience with your scheduling dept. I am certain I have a fuel leak & my A/C randomly cuts out. I called yesterday Sat 8/12 what I thought was the store we do business with to make an appt. A very nice lady, clearly not in Phoenix, answered my call. We scheduled a diagnostic for Sun 8/13 at noon. Later in the day, I received an email stating that my appt was moved to Wed 8/16 at noon. No prior notification or approval - just rescheduled. My husband called & spoke with the scheduling dept & was able to schedule it for today Sun 8/13 at 11am at a different store not too far from us. When I arrived, I was was informed that the lead mechanic is off today & would not be able to take us. I assured this young man that Firestone's seriously flawed scheduling process is not his fault. He was able to fit us in on Tue 8/15 at 8am. So, now I have to drop my car off tomorrow for repairs on Tue. As a card-carrying member of Firestone since 2004, we have been loyal customers to your company. Never have I ever had such low-quality service. I can't even blame the 2 individuals we spoke with on the phone. Clearly, they're just doing their job, but CONFIRMING a date and time is misleading & unacceptable. (unfortunately, my message cut off)
Aug 15,2023
I showed up at the store this afternoon to drop my car off for service tomorrow & was informed that they won’t have a diagnostic tech tomorrow or EVER. He explained that there are 2 locations that have diagnostics, but this ain’t one of ‘em. This time I do hold the gentleman who made my appt yesterday fully responsible. He should have known, based on my issue, that a diagnostic test would be needed (even I knew this!). So, now I have to wait 2 more days for service.
Watching my gas gage plummet & popping ibuprofen like Skittles due to the gas fumes I’m breathing in not to mention my A/C randomly cutting out again this afternoon sparks zero joy. Oh! And now I have to reschedule my doctor appt Wed.because I won’t have transportation.
I don’t get it. My husband is ready to tap out & find a different place. I just want my car fixed by the company I’ve trusted with our automobiles for years. I really hope Firestone will do the right thing & ensure this negative & totally unacceptable experience doesn’t happen to another loyal customer.
August 16,2023
I received a voicemail from regional mgr Jeff yesterday. I called back & left him a message-No response. I am a respectful, understanding woman who has reached her threshold of frustration. Thank you again for your attention to this matter.
Aug 18,2023
Hello,
Since I never received a return call from Mr. Murray or any further communication from anyone, I guess we're done here.
Thank you for your time. I'm done wasting mine.
On 08/24/2023
Hello Jason,
I appreciate your responses to my never-ending challenges with Firestone. YOU have done your job. I have not received a response from Mr. Murray nor have I received any communication from corporate. Even though I need more work done on my car, I have made the decision to move on. My loyalty ends today. Clearly, Firestone does not value their long-time customers. However, I really hope they find some level of value in my initial feedback regarding the f@*ked up scheduling process and staffing issues.
******
CS Jason responded to my litany of emails promptly with the same response – sorry, understand my frustrations, someone will contact me. The repair service we've received has usually been fair & efficient. However, since they installed the fuel pump, my car is chugging gas like it's on a bender. While I usually get nearly 500 miles to the tank, I'm at 3/4 of a tank and have only driven 28.2 miles since filling up 2 days ago. Something is seriously wrong. The biggest bummer is I will have to go there to resolve this issue.

Always amazing to have them in my neighborhood.
Great customer service and the tech really care about my car on anything. Keep it up guys

Nicole couldn’t have been more helpful and provided plenty of information. Breath of fresh air! I plan to use Firestone for all our tire needs moving forward.

Nicole was extremely helpful and kind. In addition, the techs did a great job! Thank you Firestone for getting my truck back on the road and ready for some much needed road-trips to get out of this heat! Could not have asked for better service!

Do not purchase a lifetime alignment. When you need an alignment. Even with an appointment wait till they get to it.don't plan on going to work on time. Get fired. Loose your job. Fake promises Firestone

Excellent customer service! Will be recommending to my friends and family for my future automotive needs.

Do not trust. They added on charges last time I was there and billed my company. Find somewhere else.

Nicole is the most friendly, knowledgeable, and professional Firestone employee that I have ever had the pleasure of knowing. She exemplified proficiency in her trade while educating me simultaneously. I'm naive when it comes to the automotive repair trade, and she did not take advantage of that fact. Will return here for any further repair needs.

I am very thankful that I decided to call Firestone for help. I had a flat tire, andcthey found me a new tire for a reasonable price, got me in same day, and provided excellent customer service throughout the process. I would recommend them to a friend.

The day before we were supposed to leave on vacation, my car wouldn't start. So we jumped it and took it to AutoZone, where we had bought our battery, and were told the battery, starter and alternator were all reading good status. I was told by the parts manager to call my mechanic and have them take a closer look. It being Friday, my mechanic was booked and I asked him for a referral and he said there was no one he'd recommend. I asked the parts manager if there was any mechanic he'd recommend and he said Firestone at 7th St.and Union Hills. So I drove there and the kind office manager said he was also booked full and down a mechanic so he couldn't help, but that he'd recommend the Cactus and Cave Creek Firestone as he had worked there in the past and could vouch for the mechanics. I was put on hold for a while and was so concerned I was going to be told they couldn't help me, but when Nicole answered the phone she was patient, kind, empathetic and told me they could help me the same day! That was exactly what I wanted and needed to hear since it was less than 24 hours to our roadtrip. She said they'd need to charge a $31.99 fee to check the battery/starter/alternator and if they couldn't find anything, then there'd be a $104 diagnostic charge. Even though I think that's ridiculous and should be a part of any repair charge or waived if the work is completed, I was between a rock and a hard place, so I asked her to figure out what was going on. Several hours later, I got a call that my battery was bad and my starter could also be going but they wouldn't know that until the battery was in good condition. Since my battery was under warranty with AutoZone, Nicole had the mechanic remove my battery so I could take it to across the street to get a new one. Angel came out and put my battery in my car. AutoZone, once again, said my battery was good! They almost didn't warranty it out but I told them that Firestone had a reading that the battery was bad. After a frustrating conversation, the AutoZone associate gave me my new battery. I took the new battery back across the street, Angel got it out of my car for me, and Voila' my car started right up - there was no problem with the starter or alternator readings now too! THANK YOU to Nicole, Angel and the mechanic who got us on the road in time for our vacation! You saved the day and I am very grateful! You earned my future business!

I got a bungee cord stuck in my tire. I brought the truck in to get it removed and the hole fixed…. They left the piece of bungee steel in the tire. Two weeks after leaving this place the tire went flat. Went to the Big Brand tire shop and they took good care of me. I’d never recommend an establishment that would just leave a projectile in the tire. I gather they must just want to sell tires and not service customers. Oh well….

This Firestone uses procedures that are not approved by the manufacturer and when it results in failure they're very good at just attributing it to the miles on your vehicle, they will follow up with writing something but not with helping you, you can get an oil change at the dealership and have someone who's an approved mechanic find out what's wrong with your vehicle it's not worth finding out what Firestone can do to your vehicle. And after it's damaged an invoice is not going to save you from anything

I called and scheduled an appointment for a pre-purchase inspection on a vehicle I was interested in buying. I coordinated the time I scheduled my test drive with the time I scheduled my appointment with Firestone. I brought the truck to Firestone at the time of my appointment. Sit in the waiting room for an hour and a half before I took a walk outside and noticed the truck hadn't been touched. I asked if it was done, and they said no, they hadn't had a chance to get to it yet. Mind you, this isn't my truck. I made the appointment for a reason, because you cant test drive a vehicle for hours upon hours. If they didn't have time available, they should've just said "no we don't have time for that today". I could've called other places. Such a Colossal waste of my time!
Find another place to get your vehicle worked on. A place where the employees know how to communicate. Picture is of me broke down waiting for a tow truck because I had to take the truck back uninspected and scheduled another time to have it looked at. By any company other than Firestone!

Nichol was amazing.very informative with my car.took the time to explain everything to me and had my car tire fixed then and there even though i stopped by last minute.

This Firestone has amazing team honest and professional. I am highly recommending to work with Luis. He is extremely experienced and hardworking professional.