Firestone Complete Auto Care DE 19709

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Sarah -

I want to start by saying the work at Firestone Complete Auto Care - Middletown is truly 10/10, and the manager, Dan, is unbelievable in terms of professionalism and customer service. The quality of work and how accommodating the team is really stands out. About 2.5 weeks ago, I came in for two new tires and was very impressed. They were able to get me in the same day and were incredibly accommodating. During that visit, I was told my front brake pads and rotors needed to be replaced and was sent an estimate. I specifically asked about the rear brakes and was told they were fine and not something to worry about at that time. Additionally, the vehicle inspection report from that visit showed the rear brakes as “Check & acceptable ” in green. However, when I returned today to have my front brakes done, I was called a few hours after dropping off my car and told that my rear brakes now really needed to be replaced and were marked “In need of repair/replacement” in red, with an offer to complete the work the same day. This was confusing and concerning, especially given the short time frame. Since that last visit, due to a recent snowstorm and working remotely, I’ve barely driven my car. When I asked what had changed, I was told over the phone that maybe the rear brakes “weren’t really looked at” during my previous visit. That explanation was troubling to hear, considering I had my rear tires replaced during that same appointment, which made me start to feel uneasy about the consistency and honesty of the information I was being given. Dan did take the time to apologize for the miscommunication and explained that the rear brakes are getting close to needing replacement, which I appreciated. However, the situation left me wishing there had been clearer communication and transparency from the beginning so I could have better planned my maintenance and felt more confident in the recommendations. I would still like to continue returning here because the work itself is phenomenal but I am unsure if I will go back. I hope that moving forward, communication is clearer and inspections and recommendations are fully aligned so trust is never in question.

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Paula Keplinger

The service quality the people that you deal with, how they help you and keep you informed. I say that Firestone coming to Middletown was the best thing that could’ve happened to Middletown. I worked with Marcus and Dan and both of them were incredible. Damn was very informative and helped get my account straightened out. Keep up the good work.

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Durell Hamilton

This place is awesome! I have a Model S that was having alignment issues and they helped me get everything in order. It drives perfectly now! The team installed my new tires and wheels with care as well. I definitely appreciate the great service! My near by go to spot!