Firestone Complete Auto Care

Feb 03, 2025

Took me in for an emergency tire repair. Time was fair given the circumstances. Price came out lower than the initial estimate which is always nice. And the tech took some extra time with me explaining what caused the problem in the first place likely saving us headaches down the road. The car is in need of some new shocks and this Firestone will probably be doing it for us after this experience.

Jan 23, 2025

I made an appointment online in Sept 2024 to get my front brakes done and never got them. When I dropped my car off I said I had an appointment to get my front pads and rotors replaced and I needed an inspection as well (when I called before they said they don't schedule appointments for inspections and just to bring my car in first thing in the morning). I was told an inspection was a no go for that day and I would have to bring it in another time for that. They did asked me if I wanted a brake inspection done. I said no just the front pads and rotors. Shocked, they said "you don't want a brake inspection?!" and pushed that so I said, "fine whatever just do the brake inspection and then do my front pads and rotors". I get a call about 3 hours later and they said "you don't need brakes. The back brakes are brand new." I said, "I know they are because if you check your records, Firestone changed my back brakes about 3 months ago. I asked you to replace my front pads and rotors". They replied "well you don't need them on the front either". After explaining that my car shakes when I brake which means the rotors are probably warped, they said they couldn't test drive my car because it had no oil/or was very low and they needed to do an oil change. They wouldn't top it off so I said fine just do the oil change, test drive my car AND THEN REPLACE MY FRONT PADS AND ROTORS. I had to call them back hours later because I hadn't heard anything from them. Someone else I hadn't talked to that day said my car had been ready. I asked if they did my brakes. He said "we just did an oil change and it says 'customer refused rotors'". Umm, NO. That is originally what I brought my car in for in the first place! I picked up my car and paid for the brake inspection I didn't want and the oil change they had to do. I never went back. Fast forward to Dec 2024 I had my mechanic do an oil change and they asked me when the last time I got my oil changed. I explained the story about visiting Firestone. He said there was NO WAY I had my oil changed in Sept. He said the oil was so chunky that it had to have been at least 6 months or more with the amount of driving I do daily commuting to work. I do not recommend using this Firestone location for service of any kind.

Jan 09, 2025

Just wanted to thank the employee who helped me out when I pulled in this (freezing) morning needing air in all four tires. I really appreciate it; she was a great ambassador for your business.

Jan 06, 2025

I was told that at most, it would take 1 and a half hours for my new tires to be installed. It took almost 4. In addition, when I had looked online and called to make the appointment, they confirmed that they had the tires I wanted in stock. An hour after my appointment time, they told me they only had 3 of the tires and that I would have to come back to the next day for the 4th. Sometime later, the mechanic came back out and said that he had found they actually had 7 tires. The guy was laughing as if it was funny.

Dec 06, 2024

Got my oil changed today 11/17, picked up close to closing time. The guy working today was holding it down. Was so nice and courteous but you can tell he was the only one working, could tell he was busy but still did a great job. Give this guy a raise because he was so busy but extremely nice and helpful.

Dec 06, 2024

I made an appointment for 8 am. By 3:30 pm, after not hearing anything, I ask if the car is ready. They tell me that nothing will be done til the day after, despite having made the appointment at 8:00 am. No apology. The service was only an oil change and state inspection. 8 hour wait for nothing.

Dec 06, 2024

They keep my car running. 4910 West Broad Street has excellent customer service.

Dec 06, 2024

We drop a car for aliment at 11am. We came pick up my car at 5 pm. Firestone even didn't touch the car. My day off was ruin. What waist of my time. They even didn't call and not sorry for there service. This about Firestone on 4910 W. Broad st. Richmond, VA, 23230 I'm not recommend this place.

Nov 06, 2024

Recently had tires installed, an alignment, and an inspection done here. Two different visits. The team is great and transparent. They completed the car within the estimated timeframe. I event got a call to let me know I was due for an inspection and the team did that as well. Laquita is lovely, communicative, and to the point. She also was great at keeping me updated. I would recommend this location! Just keep in mind they are busy— can’t rush a job well done.

Nov 06, 2024

Amazing customer service!

Nov 06, 2024

Insanely horrible shop. Manager is unbelievably incompetent and slow.

Oct 06, 2024

Beware - this location does not honor online appts. Made appt online for next day service at 10am to fix flat tire. When we showed up at appointed time, they noted that they could see the appt in their system, but they hadn't seen it earlier that morning (the appt had been made online the day before). They could MAYBE fit us in at 1:45, but no guarantees. We left and went to NTB down the road where the tire was replaced IMMEDIATELY. The following day, we received an email from Firestone saying we had an appt for two days later! DO NOT BOOK ONLINE AND EXPECT SERVICE.

Oct 06, 2024

Friendly response from the start followed by quick evaluation of my tire problem and solution offered. This was done in a most timely manner. I was very impressed

Oct 06, 2024

If I could give no stars I would. Took me 10 tries to get my car in for an inspection because every day they said "come back tomorrow". When I finally got it in, I was quoted $691 for a ball joint plus $120 for alignment to pass inspection. I knew they were overcharging, so I took it elsewhere. Turns out, the ball joint did not need to be replaced and the car was completely fine to pass inspection. On top of that, an uncomfortable comment was made to me when I was leaving Firestone by a mechanic. It is safe to say that I'll never go back here and felt disrespected for the attempt to charge me and fail my car for something that didn't need to be replaced. Don't waste your time here.

Oct 06, 2024

They always make sure everything gets done right before calling you and saying your car is ready, very polite and great customer service and I appreciate the whole Firestone Team, keep up the great work Team 👍🏽👍🏽👍🏽👍🏽👍🏽

Sep 06, 2024

Called them about availability for a state inspection. They told me they weren’t busy and to come in. I came in (around 10 AM) and was dismissively told to try again tomorrow. They do not value your time here, do not bother wasting it.

Sep 06, 2024

I came in on a Saturday for a 9am appt for an oil change and it took them 2.5 hours meanwhile I asked if they could do an inspection as well and they couldn’t that day was told to come back the next day when they open. I did which is today I was told there was only 2 cars in front of mine this morning when I dropped it off at 9am for an inspection, after 5 hours I walked backed to the facility and my car still has not been seen.

Sep 06, 2024

I did not make an appointment to go and I was well received by the 2 colleagues who attended to me, the inspection took no more than 20 minutes - the car is also new, only 1 day old - and I left with my inspection and very satisfied with the treatment, kindness and professionalism.

Sep 06, 2024

I live out of town and I saw that the inspection was last month and they were close by so I took there and got right in and they took care of me.

Sep 06, 2024

So thankful for Scott and the team at Firestone. They were friendly, professional, and went out of their way to be helpful. I would highly recommend and wouldn’t consider going anywhere else in the Richmond area for service.

Sep 06, 2024

They don’t offer all the services like they say they do. I booked a 8am wheel alignment, on the website it asks you what kind of vehicle you have when you book the appointment. My appointment was confirmed and when I showed up they said they do not do alignments on BMW’s. Very rude staff aswell. 0/10

Aug 06, 2024

A big thank you to Dave, Laquita, and the Firestone mechanics who helped my daughter out on a busy Saturday morning a couple of weeks ago. She woke up to four slashed tires, and her car was towed to this Firestone location. They took good care of her and her vehicle, and helped make an upsetting situation better. We truly appreciate that they went above and beyond to help her out.

Aug 06, 2024

I drive 7 days a week for a rideshare company, every hour I miss costs me money.I made and appointment to have it checked out and serviced if needed. My appointment was at 9:00 and I got ther a half-hour early. they guy took my info. told I would wait. He said there were 2 cara in front of me. I said, it would be"a minute" so I should probably leave. I said but I have an appointment. He said "an appointment just gets you in the building." I was not pleased to say the least. If you think that is good business, by all means go here. But me,never.

Aug 06, 2024

I recently bought a used car. I felt some rumbling and heard some odd sounds coming from the wheels/tires, so I came to have them checked out, balanced, and rotated. Everything seemed to check out, they recommended a brake flush, and I was on my way quickly. No comments or recommended services on anything related to my tires. Two-ish weeks later, I get a flat on I-95. Roll into a Walmart and have the rear tires replaced. The mechanic brings me one of the tires - my TPMS sensors were ripped out, the inside of the tires were gutted, the center tread was worn down so much I could pour a bowl of cereal in it, and the edge of the tire shows uneven wear on one side. He tells me my alignment is atrocious & that all FOUR of the tires look like this. He was absolutely astounded that I just had tire service done at Firestone, and could not imagine HOW they didn't tell me any of this. On top of that, he tells me that the weights aren't even BALANCED, and balances them for me as a courtesy. He says that there is no way these wheels were balanced two weeks ago. So at the end of the day, my wheels weren't balanced properly, they tried to upsell me on a brake flush, and sent me out the door with a mangled alignment and four tires that, in the Walmart mechanic's words, "are some of the worst I've ever seen." It's either extreme incompetence, or just a lack of respect for their customers or concern for their safety. I just can not fathom how a professional could take those wheels off and not say ANYTHING. This crew needs to be checked. Seriously. I will say, the manager was extremely understanding, respectful, and gave me a full refund. Thank you for that. I hope that going forward, this shop gets their act together.

Aug 06, 2024

The service was thorough and I even received an unexpected discount. The technician was alert and noticed signs of extreme wear on my tires that could put my safety at risk on the road and he proceeded to recommended a new set at a reasonable price. The technician quite possibly saved my life!

Aug 06, 2024

Whoever they have answering the phones is a complete moron. Please fire him, thank you

Jul 06, 2024

Clean location. The tech checked out the vehicle to find the issue. Quick repair, well done.

Jul 06, 2024

Dave is an excellent manager. Although I had a nail in my tire and I ended up having to replace two tires, Dave made my experience very nice. He worked very hard to work me in even though the store was very busy. I would highly recommend this Firestone store for any service you might need.

Jul 06, 2024

Not a good experience today with our tire replacement. I booked an appointment for 10:00am and my husband arrived on time. Our vehicle wasn’t put on the lift for another ~45min. Then my husband was asked about an array of other “needed” repairs (spark plugs, oil change, etc) all of which we declined because we very clearly booked the appointment for a tire replacement as the only service. Our vehicle wasn’t done until 12:51pm - nearly 3 hours later (!) for ONE tire replacement with an appointment that was booked! This is unacceptable. My husband was told appointments “just hold the spot” which makes no sense given our car wasn’t even worked on until ~45min AFTER the appointment time so what “spot we held”, is a mystery. Will not be returning and I do not recommend this location.

Jul 06, 2024

The quality of work performed by James and the team at Firestone is consistently top-notch. Whether it’s a routine oil change, tire rotation, or more complex repairs, I am always confident that my vehicle is in good hands. The attention to detail and commitment to doing the job right the first time have saved me time and potential headaches down the road. Moreover, James keeps me informed throughout the entire process, providing updates and estimated completion times. This level of communication is reassuring and demonstrates his dedication to customer satisfaction. In addition to his technical skills, James possesses exceptional customer service qualities. He is always courteous, respectful, and genuinely cares about ensuring that I leave Firestone feeling satisfied with the service provided.

Jul 06, 2024

Took my car to have tires put on at 11:30 wich I was 30 minutes early for my appointment, when I got there I was told it would be ready by 2pm,when I arrive back at 3:30 no tire work was done, Firestone is poor customer service and poor quality never going to Firestone again across from willow lawn. Management and service sucks🤮😡