Firestone Service Centers

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The Firestone Recall • Capsule Summary • Firestone Probe • ATX Recall • Dingell Wants Other Firestone Tires Examined • Rollover Fears Led to Lower Inflation Recommendations • Firestone Tires Had A Heavy Load --- • Other Firestone Tire Problems • Firestone Service Centers

Lyndon of New Orleans, LA October 14, 2009

I dropped off my car because the two rear tires were showing they were low on air in my dash display. They had been showing this way for 2 days over the weekend and I was putting air in them each day to keep them up until Monday. Monday morning I dropped my car off around 7:00am. At noon I got a call that both rear tires had nails in them, and should be replaced. Actually, I was told all 4 tires should be replaced. I initially told them just replace the two rear tires and they agreed. Shortly after that, I called back and decided to just replace all 4 tires so the tread would be even.

More than an hour later according to the invoice history I was called back. The story had now changed from nails, to the rim of one wheel being cracked and not usable. I didn't understand but agreed to have the other 3 tires replaced anyway. I visited the shop that evening to pick up my car, and was shown the damage. I immediately got suspicious because the damage looked as though it was done with a tool and was obviously fresh. I was then show how the other rear wheel was damaged in the same way but not quite as extensively. I asked why the damage looked fresh when the rest of the wheel was covered with break dust and dirt. They had no answer other than the damage must be fresh. I explained I knew this couldn't have been while I was driving it because when the tires started losing air, I checked them and there was no damage to the wheels.

I asked why I was told originally it was nails and the story then changed. They then called over the technician to find that out. After asking the technician who worked on my car about it, that technician claimed he didn't work on my car even though I recognized him from the previous day and despite his name being listed on my receipt as the technician who worked on my car. A different man was called over, who said he originally worked on my car but had to leave in the middle to go to the hospital because of a "spider bite". He did say he remembered identifying the damage to the wheels before he left though. Later in the conservation he admitted he left before the wheels were removed from the car, making this impossible. After then asking the previous technician a second time if he worked on it, he admitted he did. He had originally lied to us, and the store manager.

Of course me pointing out he was listed on my receipt to the manager didn't mean anything. Nor was the manager suspicious that he was originally unwilling to admit he worked on my car. I asked how the earlier technician's claim that I wasn't being truthful about being told on the phone originally that nails caused the damage could be authenticated since he admitted he left before the wheels were even off my car. The manager shrugged and had no answer other than to repeat "our tools can't cause that kind of damage." It was his rhetoric motto the entire conservation.

The store then tried claiming it was my fault and the damage occurred when I hit a curb. Even pointing out that he(the manager) had 32 years of experience and sees this type of damage all the time from that kind of incident. I asked how the front wheels wouldn't be damaged in that case and just the rear wheels and he conceded it was unlikely. They then settled on it must have happened while backing into something. Afterwards (as I'll explain shortly) the same manager told me that damage like that would only occur with a large amount of direct force in that single spot. I asked if backing into something slowly (which I did not do but was pursuing his line of thinking) would cause that damage, he again conceded it was unlikely. I would have to hit something in reverse at a high speed. I then pointed out this would likely have caused damage to the exhaust or the underside of the car in some other way as well. He again conceded this would be likely. Yet, I had no other damage that was visible.

His next line of reasoning was to show me that the tire "puller" or whatever the appropriate name of the piece of equipment was, wouldn't cause that type of damage. As he put it "It doesn't even touch the rim, no tool touches the rim, so it would be impossible." Trying to get to an answer more than anything I entertained this demonstration. The same technician from earlier grabbed a tire off the floor and proceeded to demonstrate. The first thing that occurred was a large brace was locked against the tire and rim. I pointed out that equipment was already against the rim and was using force. He quickly amended his previous statement, explaining that piece of equipment was plastic and could not harm the wheel. I asked for him to show me it was plastic and he refused for safety concerns.

The next step was the technician took a stainless steel pry bar and wedged it between the tire and the rim to break the tire seal off the rim. I immediately pointed out that stainless steel is harder than alloy aluminum and could cause damage to the wheel. Looking directly at my girlfriend and I who just witnessed him prying against the wheel with that same bar, the store manager tells me, that bar didn't touch the rim. I explained I just witnessed it with my own eyes. He then recounted with, well that is a steel wheel and they get tight seals sometimes, but normally it doesn't.

This is when he proceeded with a wrench to attempt to show me how a harder tool couldn't possibly do that damage to a wheel. He used a small steel wrench (I believe it was a 9/16 or a 3/4 perhaps) and scrapped along the wheel. It did no damage. I pointed out, that he was just scrapping lightly and he had earlier informed me that it would take "quite an impact" to cause that damage. He again conceeded I was correct and again attempted to show me that a tool wouldn't cause this damage by hammering on the now ruined wheel with a wrench. In the process he damaged further by causing the wrench to dig out chips of alloy from the wheel. After I pointed out that he had just shown a little wrench could damage the wheel, so therefore a pry bar or some other tool with far more force obviously could he basically backed up and said, "I was just trying to get a free wheel out of them, and I was welcome to pursue the matter if I had the time." He then walked back into the store.

I was lied to multiple times by their staff. The manager even caught his own technician in a lie and refused to admit or even acknowledge that it had occurred. Not a single explanation from them proved to be plausible. They tried putting the blame for the damage on me. Their store manager even showed through a physical demonstration it was possible for them to have caused the damage to my wheel and again refused to acknowledge that fact. I have filed a claim with the Consumer Affairs Division of Firestone. I am still waiting for them to get back to me. In the mean time because I require my vehicle for work, I was forced to purchase two new wheels and am waiting for the delivery currently so I can get my car off 1 damaged wheel and 1 doughnut spare and make it drivable again. As with what seems to be a large volume of complaints against these centers, I would recommend staying clear of them and taking your business elsewhere.

Eugene of Bend, OR October 13, 2009

Firestone in Salem, OR change my rear differential fluid and used the wrong gasket material when replacing the cover. The oil dripped out and damaged the gears. Of course they denied any responsibility.

MM of La Palma, CA October 7, 2009

2 years ago I'm in Firestone to get a wheel alignment, in a moment of weakness the Store Manager convinces me to get the 'lifetime' package. This means I should never have to pay for an alignment again & can get wheel alignment on demand (within reason I would think, once every 1-2 years.) Firestone also claims that you get lifetime tire rotation with tire purchases.

A month ago, I take my car in for oil change, rotation, alignment, and to have the brakes checked. They call me back a few hours later letting me know the car is ready. What they didn't realize is that I knew EXACTLY which tires were in which location prior to bringing the car in; same tires were in the same location at pickup, MEANING THEY DIDN'T DO ANYTHING! No alignment, no rotation, no checking of the brakes. At least they did the oil change (although who knows if they changed the filter.)

I went back the next day when the Store Manager was there, vented, and demanded my money back. While very apologetic, he didn't have anything in the way of an explanation or excuse. He further pointed out that the work ticket was signed off (and supposedly performed by) A MANAGER, not necessarily one of the lower-level guys. This makes it even worse; what should be a position of responsibility within the organization is clearly apathetic and fraudulent. The Store Manager did provide a refund of the difference between the lifetime alignment package and a one-time alignment (although it took me 3 trips to Firestone for him to finally agree & stop delaying, guess he realized I wasn't going away.)

I also had the 'lifetime' rear brake package, purchased several years ago, which is obviously pretty useless if they're not even going to pop the wheels off & check. Took the car to a different auto repair shop, they said I needed work on the rear brakes. Took it in to a different Firestone, they said the rear brakes were fine. Now, it's certainly possible that the other repair shop was lying, but considering Firestone's track record they have no credibility.

I'll be taking it to yet another repair shop in the next few weeks to get another opinion, then forward to all to my state & local district attorney's offices, state board of weights & measure, licensing board, as well as checking to see if anyone has a class-action going against Firestone.

Great bait n' switch tactic by Firestone; sign up for any 'lifetime' service and the item lasts forever and never seems to need servicing, don't sign up for the lifetime services and my guess is they will always find something wrong. Bottom line; Don't trust 'lifetime' services and Firestone has lost a household with 3 vehicles and 7 years of consumer loyalty.

HUBERT of CLAYTON, NC October 7, 2009

contacted a so called local firestone dealer .about advertised offer in sundays paper buy one get 2nd tire 50% off does not partispate in firestone programs independent fireston dealer with firestone signs all over the place what gives false advertisement for sure.goverment will be noteifed.

Marin of Daytona Beach, FL October 3, 2009

I would like to express my frustration with the customer service provided by the Firestone Store # 011630 in Port Orange, FL. I have been customer in this location for over 3 years. Many times I have been provided with different repair services and was always under direct pressure by the employees, assuring me of the necessity of action. Just recently I ordered 4 tires from this store and by installation was prompted to do alignment. I postponed and after I proceeded at another repair shop with replacement of the front left axle and assurance that the right one is ok, a week later I brought the car back to Store # 011630 in Port Orange, FL for the alignment.

After the car was lifted and inspected I was told by the store manager that I need a right front tie rod replacement in order to proceed with the alignment. This is obvious a pure extortion because after my refusal to change the part the car was not serviced. I was denied alignment unless replacing the tie rod!!! This is just another typical treatment in this store I received. The same day I went to Firestone store # 004162 in Daytona Beach and the technicians inspected the car, did the alignment, test drove the vehicle and stated that it runs good and the condition was good. Their overall performance completely contradicted the one from store #011630.

I am extremely shocked from the repeatedly maleficent customer care, extortion with unnecessary services and waist of time for me as a customer, as well as ignorance towards my preferences. I apply to you for explanation of the different standards in these stores. How is it possible to receive service in one location and get the opposite result of inspection from another? The manager in store #011630 was assuring me how damaged the tie rod was, and this was completely refuted in two other automotive shops. I believe that this is a very hostile customer service and I doubt it should be supported by Firestone Complete Auto Care policy. I would appreciate some explanation as I am determined not to tolerate such attitude.

judy of nashville, TN September 22, 2009

I took in for the tire rotation and balance as well as the brake check. I'd paid for all these services. It had taken so long for services that I took my car elsewhere for the periodic service at 90k miles, which included a replacement of my belts. When I took it in today I was told that I needed the new belt I just had replaced. Had I taken their advice I would have been charged. As it was, I was charged 45 for my "lifetime brake check"

Mary of Houston, TX September 16, 2009

On 9-4-09 I had my oil changed at this Firestone. On 9-14-09, I was heading to work and I heard a knocking noise from under my hood and an oil smell. Later, I checked my oil and the stick was at the add oil line. I took the car back to Firestone; they checked the car and filled the car up with oil. Both times my car was checked and there were no oil leaks. I was told that the technician did not fill the car with oil and this caused a knocking in my engine and could have damaged my engine. I have a oil smell coming from my vehicle. Firestone did not offer me a free oil change or any type of customer service gesture.

Charlotte of Los Angeles, CA September 14, 2009

On 9/14/09 I decided to have my oil changed during my lunch break. I had a choice of several coupons that I could redeem. Once I pulled up to the location I was approached by an elderly white male who then asked me how could he help me? The first thing I wanted to know was how much was a oil change? From that point I would decide which coupon I could use to save me the most money. I was quoted 29.99 (because my car was a 6 cylinder) I had a coupon that gave me 10 off of an oil change, so I wanted to use that coupon.

He told me that a oil change with my coupon would be 34 (#3 for a disposal fee). He said that the /coupon. I wasn't sure automatically included my coupon when I didn't have it in sight when I asked him the price of a Oil Change. The conversation that took place after that was so unreal, that I thought that I was being pranked or something. This man called me STUPID. He told me that I was a racist because my eye was twitching. He said that I looked like wanted to call him Honkie. This man must be crazy.

He said that there was nothing that a complaint to Firestone could do, because he was the owner and the Firestone Corp. could not do anything to him. He also told me to get off of his property and find something better to do. I was totally out done. I couldn't and still can't believe it. This letter is my first step in getting some resolution. I would like to speak with someone from corporate office as well as having a One on One meeting this individual, who claims that his name was Halverson , I think his behavior really needs to be addressed. This is something that had NO reason to happen, it was totally uncalled for and I am VERY upset.

Tom of Gahanna, OH September 7, 2009

Took my wife's 2000 Corolla in with check engine light on. Was told it was maf sensor. Also needed 2 front tires. Was given quote of 605.30 for all. Went to Auto Zone was told this part was not for this year of car. Bought correct part and went to install my self, lifted hood. Noticed Engine cover not attached, called store, took car back to have put cover back on. Part correct part at Firestone 416.77 (not labor)paid 151.99 at Auto Zone. One month later needed to replace brake pads, on the front where Firestone put new tires, discovered they had striped lug nut, took car back and they had to cut lug nut off, did not say sorry or nothing.

paul of amissville, VA August 29, 2009

The dealership claims that they tried to please me. Bottom line-they "over charged" me for a set of Goodyear tires. They recommended Bridgestone tires for 182. per tire...allowed to exchange for original equipment (Goodyear) because of disatisfaction with road noise. Local Goodyear dealer sells that tire for 112. per tire.

No dealership would charge another dealer more than the consumer off the street. Mr. Jenkins refused to refund any amount and told me the cost was the same. He was rude, disrespectful, and was true to his local reputation. He marked that tire up 70 per tire. 4 x 70.=280. Mr. Jenkins treated me like a stupid consumer.