Firestone Complete Auto Care

Feb 05, 2025

I was an hour and half late to pick up my daughter from school due to the lack of customer service and integrity from the Firestone auto care on brown deer . I have to pay for after care due to the late pick up . Drop off was 9am pick up was not tell 2pm and that wasnt because it was ready ! It was because I was told when I called at 1:30 pm that they haven't even started it yet . So I uber to pick it up and refused the service . Once I showed up they are now apparently working on it and have been . "Right " now I can't get my keys and refuse service because oh now it's taken apart right ? They were told what time we would need it and why . We received the confirmation that it would be ready . Very careless whole time I waited it was over an hour from getting there . Plus car was parked and brought to front and we waited another 20 mins just to pay . As they avoid eye contact in the shop as if we can't see them though the windows 😂. Just poor excuse of work ethic and honestly and eye opener to whoever manages the location. This is now the 3rd time iv had issues just do your job it's not cheap to pay full price for half butt service . And 10% doesn't match the terrible experience and inconvenience of extra funds I have to put back due to negligence of my time . Lack of regard for RIGHT ON TIME POLICY . MEANING WHEN NOT ABLE TO BE PICKED UP WHEN PROMISED YOU RECEIVE A AUTOMATIC 10% DISCOUNT. DO BETTER!!

Feb 05, 2025

Very inconvenient and unprofessional

Feb 01, 2025

Good friendly staff. Work was through. Only real complaint is the cleanliness of the waiting area. It is winter now, but the floor was almost completely white with salt. Looks like it hasn't been mopped in awhile.

Feb 01, 2025

Respectful workplace, Marilyn does a great job taking care of customers.

Jan 30, 2025

Great service and they got me in quick with no appointment to fix my TPMS sensor at a great price.

Jan 30, 2025

I am writing to express my frustration and disappointment with the service I have received regarding the ongoing antifreeze leakage issue with my vehicle. I previously paid a significant amount of money to have this problem repaired, yet I have had to bring my car in multiple times due to continued leakage. On Friday, January 24, I had a 10:00 AM appointment to address this issue once again. I dropped my vehicle off 3 hours early to ensure it was there on time. By 2:00 PM, I had not received any updates, so I called for an update. The store manager assured me she would call me back, but after two hours with no follow-up, I called again. I was then informed that they hadn't even begun working on my vehicle. This lack of communication and delay in addressing my car’s issue is highly unprofessional. Additionally, I had to take an Uber both to drop off and pick up my vehicle, which was a waste of time and money, especially since no work had been done. Given the considerable time, effort, and money I have already invested, I am still left with no resolution to the problem. I expect a prompt response and a clear plan of action to finally resolve this issue once and for all. Thank you for your attention to this matter. I look forward to hearing from you soon.

Jan 30, 2025

lied to me about doing a coolant flush when I call back after noticing the same coolant was in my tank they denied and then admitted they only did a drain in fuel because of my stop leak would have destroyed their machine, but still charge me for a coolant flush but said they did not charge me for that even though I have the receipt They kept my car for two days for two hour job that they did not do.

Jan 16, 2025

Everyone was nice and friendly, very respectful and helpful and understanding also kind words, outstanding work permonace, this is not the first time, I rate them a ten Star in my prayers book

Jan 06, 2025

First off, dropped car off and was quoted 1 hour, after an 1 and 20 minutes I asked for an update and did not get one for another 15 minutes. Found out nothing had been done due to a question they had and never asked me or called even though I was literally sitting in the waiting area in front of the desk. Lady in the front was extremely rude and was told nothing could be done because the technicians were leaving in 15 minutes. Waste of 2 hours of my day all for nothing to get done! If I could give negative stars I would.

Jan 06, 2025

Fixed my flat tire there. It was a crazy day because of the snow storm. The staff there were very nice and patient.

Jan 06, 2025

Took my truck in for new tires and they encouraged me to get more things done to my truck and now my truck is leaking fluids and also there’s a ticking sound in the back of my truck. There was nothing wrong with my truck before they touched it. I paid $2,800 for problems I didn’t have before I went in.

Dec 06, 2024

I’ve been getting my cars repaired here for years. I have received the upmost respect and absolute great customer care experience every time. They go above and beyond when servicing my vehicles and their mechanical expertise is what keeps my cars up and running.

Dec 06, 2024

The staff was very courteous they didn't not try to oversell anything to me an awesome job on the tire work and balancing great pricing also with the discount that I received for the set of four tires that I bought quick installation they answered every question that I asked and always made sure that I was comfortable with my decisions on the tire selections before it install I appreciate it guys keep up the good work👌🏾👌🏾

Dec 06, 2024

Worst experience ever. I flew in from MPLS, coordinated extensively beforehand. I got in late, so they left my keys in my car. My car didn't start! Had to uber to a hotel, and uber back in the morning (there goes 200$). I get back 1h before opening the next morning. A tech shows up around 7:05, spends about 3 minutes looking (literally just looking) at my car. Then his buddy pulls up and they start working on his truck. Yes, someone who doesn't work there pulls into a bay and they work on his truck together. A little while later a woman shows up; by 8am nothing has happened, so I ask the women what is happening. She said she "didn't know I wanted them to look at my car"! I'm perplexed, expressing that I still have to drive to MPLS, they had botched my alternator swap already, I thought they would prioritize it. She said the techs friend was an "ex-employee" (yeah right). Next, she says they don't have a bay. I ask about the guest using their space and tools -- this time the regional manager is there. Now she changes her tune of course, says he "works at a different firestone) I literally sit there all day, listening to the women make personal calls on speaker phone. One of the calls was her son (presumably), on speaker she asked for his social, his yearly income, and joked around for everyone to hear. I'm thinking what is wrong with this place. I would wait 60-90 minutes and ask what's going on, she would sternly say "I can't talk to you right now" or just literally ignore me. At one point she said, if we get the alternator today, we can't put it on (a 6-minute operation). Later she says, "you have to trust us", trust what? You just said you don't intend to fix my car. 4pm rolls around, no one has fixed my car. I think if I didn't continue checking I would still be there. The woman texted several customers -- errantly telling them they can pick up their car. The customers would show up, only to say: "those aren't new tires" and leave disappointed, a couple of them canceling their service to boot. At 5pm, an hour before they close one of the mechanics goes "oh, we never tested the voltage before we put it outside". Are you serious? I flew in, Ubered the 1h from the airport, and they never validated my car works? The re-replace it and bring my car around front as closing time approaches. A paper with my keys attached in 15 feet away from me, I just need to sign it and hit the road. They techs and mechanic now are actively ignoring me; a young woman walked in, and they were all vying for her attention. They spent time bad mouthing the women (she left by now), talking about "getting their time" for working on my car, and complaining about management. At this point I'm asking every 5 minutes if I can please get my keys and start my long drive. I kid you not, 45 minutes pass with them either shaking their heads at me, or flat out ignoring me. I eventually can't take it anymore, I walk out, get in my car, and leave with a spare. Didn't get home till after midnight. I've never been treated so poorly; I hope they retained any video footage they have -- they could use it as footage of how to effectively torture somebody. I should mention, the regional manager was a singular bright spot in the day. He was kind and, tried to be accommodating. You can only do so much with unkind, unmotivated employees he was managing. I called the shop to get my keys, the woman answered. I also asked for a call from the regional manager, still waiting. I am 30 years old, work as a Software Engineer in a B2B setting; I've had hundreds of professional interactions that require patience and logistical awareness. I've never seen such a dumpster fire in my life. 10 out of 10 would recommend people try to stay several miles away from this place if their car breaks down. I would actively avoid driving near it, for the off chance I get a flat in front of their shop. I think I would try to carry my car home before asking them to patch even the smallest whole.

Nov 06, 2024

Brother in law went in for brakes, left with a $2500 bill and a misalignment. Management couldn’t give a straight answer as to why he was charged for a realignment but didn’t get one. Technician said he never did one. Management said they did but only part of it because they claimed my brother in law declined the tire rod. The receptionist clarified that their system automatically declines the tire rod. He was never told the price of anything before they did the work leaving my brother in law with the bill and a car that wasn’t road safe. Only come here if you have money burning a hole in your pocket

Nov 06, 2024

Excellent customer service 5 Stars for Marilyn and Ethan.

Oct 06, 2024

Excellent Service and advuce!

Oct 06, 2024

The service provided to me upon checking it out, upon dropping off and upon picking up made me feel valued.Thank you again team

Oct 06, 2024

Worst Firestone I've ever been to and wish I could give zero stars! We had set up an appointment earlier in the week over the phone for an oil change and a headlight. We showed up to find out we didn't have an appointment. We rescheduled. We dropped off the car at 9am today for the new appointment told them again we wanted the oil change and head light done. At 11am we came back to see if the car was done just for them to tell us they hadn't even started. Asked about why it wasn't done yet for them to say since it's a drop off they don't have to get it done right away because we aren't waiting. Tell me what's the point of making an appointment for then! Nobody explained that if we'd be dropping off they wouldn't be getting it done right away, but at some point before 2pm. Before leaving we told them again what we wanted done they said okay. We asked to be called about updates. Nobody called! At 245pm we decided to head up here to see what was going on! They finally called when we got in the car just to say they didn't do the headlight asking if we wanted it done. Mind you we said 3 times already we wanted the head light done! Finally now with the car done it's 3:40pm! About 5 hours wasted when almost any other Firestone would have had it done regardless of not waiting in about an hour and a half! I've never met such incompetent people in my life! 2 people to be specific! Terrell didn't set up the appointment properly and was rude while speaking to us! The lady named Billy who we spoke to all day and told her what we wanted done never put in the order for the headlight! Don't come here unless you expect to not get everything you asked for done and to be left waiting longer than they told you!

Sep 06, 2024

Billie Jo is amazing!

Sep 06, 2024

The service is great nice place nice people 💯

Sep 06, 2024

Where do I begin….My initial appointment was an inspection. I was experiencing coolant leaks. They had my car for 6hrs just to inspect. Once the inspection was complete, we scheduled for the leak to be fixed a few days later. I brought my vehicle on time to this appointment. Firestone had my vehicle for 8hrs and did not do the work! No communication! It took me calling them for an update for them to inform me of this. I rescheduled seeing that I had already paid them for the inspection. I brought my car in thinking I wouldn’t have any more coolant leaks once they made the necessary repairs. The following day my car was leaking again! I brought it back just for them to tell me that now I needed a thermostat. It’s mind boggling how I paid for a coolant inspection and they didn’t tell me that initially. They also looked to see why my coolant was still leaking and told me that there weren’t any leaks. Per the attached photos, my car is leaking more than it was leaking when I brought it to them to inspect. When I initially brought my car, the leaks were mild now it’s much worst. I personally don’t think they did anything to fix my car. I was supposed to get a coolant flush but it was apparent that it wasn’t flushed. The coolant I used was orange, and the coolant they use is yellow. Not only was my coolant empty when I got my truck back, but it also had the orange coolant residue still in which indicates that it wasn’t flushed. Now I have to bring my car back for the 4th time for the same problem. I work full time and I’m currently in nursing school full time. I don’t have time to keep bringing this vehicle back and forth to them. It has been 5 days since I called corporate with the understanding that I would get a call back in 2 business days and that has not happened. This is ridiculous. Never again!! I’m really getting pissed off

Aug 06, 2024

Ethan and the team are my heroes!!! I was out of town and got an unrepairable flat. I was stuck, and two other tire shops had already canceled on me. Although Ethan and his only tech were slammed and up to their necks in work, they still serviced my vehicle and got me back on the road in NO TIME! I said it then and I’ll say it again, Ethan is my hero! Literally saved my life! Thanks to the tech and the whole team for all that you do! Firestone Brown Deer has a loyal customer in me! I’ll be back!

Aug 06, 2024

Excellent customer service from Ethan! He explained everything in detail from what was wrong, what needs to be done to fix it and costs. He went above and beyond for every customer that came in after me also. Really impressed with the professionalism!

Aug 06, 2024

First, I want to clarify a few things. I get places will have friends and family leave reviews but I am not one of those people-especially when it comes to services being provided. Second, I get the place was very busy and perhaps short of staff so, the fact that I was there longer than anticipated can't really be held against them. I was given an appointment to come in for service as the day I called, they were unable to guarantee my repairs could be done in adequate time. I made the appointment and went in. I commend Terrell (?) for being very honest with me and communicating about how things were proceeding. They were able to do the service I requested as well as inspect other things-which was very helpful. I always feel like when it comes to mechanical and auto it is hard to really know or determine who is trustworthy. While I can't be sure the prices were competitive or that they would price match, l'd still like to believe they are honest and will try their best. I felt welcomed and valued. I would suggest at least getting their opinion or stop in and have an inspection if you are in need of repair and/ or want a second opinion. I'd go back.

Aug 06, 2024

I scheduled an appointment for a tire rotation and to look at an oil leak for 1pm, and was told it was busy, so it may take 1 hour 45 min to 2 hours to be done. I waited 3 hours before asking about the status of my vehicle, which no one had offered in my 3 hour wait. The employee said that it was very busy and everyone else was waiting for their cars too, which I understood, but his tone and attitude were very off-putting. After finally learning that the leak was due to the oil filter being improperly installed by a different company (from my last oil change), I was told I needed another oil change to fix the issue, but they were unable to schedule it that day. A few minutes later, they said they could do it quick if I needed to. I said no, and told them how displeased I was with my visit. I spent $85 on a vehicle inspection and nearly 3.5 hours to be told my oil filter was on wrong, and did not get either of the services I requested. This was completely unacceptable, and I feel that I'm entitled to a refund of my payment.

Aug 06, 2024

The customer service was amazing and even though they were busy with many other cars/people they were polite when I called back and appreciated the "reminder" and they were able to fix my timing belt issue within a day. It was a miracle! Thank you all for your hard work!

Aug 06, 2024

We dropped my car off at our 7 am appointment. I purchased my tires online almost a week prior to the appointment. I did not add an alignment to the online order because I didn’t realize it wasn’t included when you purchase 4 tires. We were quoted a pickup time for 11. My husband attempted to call multiple times throughout the day. The only time they answered the phone was 2 pm when they said they were working on the alignment. At no point did they tell us the alignment was not included in our purchase and that it would be an additional charge. I feel we should have been told when we dropped the car off that we would need to purchase the alignment. My husband again tried to call at 3, 330, and 4 pm. No on answered the phone. He finally just showed up at 430 and they said the car was ready. When my husband asked about the charge they said it was for the alignment and they had “attempted” to call us multiple times. The alignment was done before receiving approval from us. I understand the alignment was needed, but you have to communicate with people. No one called us from their facility. We won’t use their services again.

Jul 06, 2024

Staff was very nice and kept me informed through the whole process. The work was completed efficiently and very professional. Great work!!

Jun 06, 2024

Billie Jo gave us outstanding customer service !!

Jun 06, 2024

Horrible customer service. The lady gotta learn proper human interactions

Jun 06, 2024

Just moved to the area and needed to have a tire replaced. Great customer service (which included allowing my dog to wait with me because of work being done at my house).

Jun 06, 2024

The gentleman that helped me was very professional, responsive and detailed about the work that was being done on the car. It was a very long wait, however, he did acknowledge and apologized for it. Sounded like a staffing shortage which was not his fault. I liked that he gave me an update on the overall health of the vehicle, when things would be due for check ups and answered all of my questions. It would be nice if there was coffee and water in the waiting room since it was such a long wait. Overall, I was very happy with the service and would come back for future repairs. I also really like the online scheduling appointment tool! It was quick and easy to get an appointment!

Jun 06, 2024

Updated review: I HAD gone to this Firestone for over a decade. The last time I went there was a major mistake made on my simple oil change (they didn’t remove a piece and just added a new one so there were two which caused a leak!). I ended up going elsewhere to get it repaired and luckily it was caught early that it didn’t cause any major damage. For only making one or two mistakes in that long a period of time, yes, that’s fantastic. But, I won’t be going back do to so much change in staff and now changes in how they schedule and that causing even longer wait times.

May 06, 2024

The gentleman who helped me was sent by the grace of God. Not only did I left satisfied but also very blessed

May 06, 2024

Was at the cost of tires and had my spare tire changed. The passenger front tire had a bubble in the side, which was done with great service.

Apr 06, 2024

Fast service and great communication about pricing and timing

Apr 06, 2024

If you have a fleet vehicle, your looking at 8 hrs or more to do a simple brake job.