Firestone Complete Auto Care PA 19004

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Rachel Snyder

ZERO STARS!!!!!! My vehicle was dropped off due to a persistent whirring noise. I was quoted $641.86 for a belt-related repair and explicitly authorized the work after being advised by technician/manager Rob that this repair would address the issue. The repair did not resolve the noise in any capacity. The same exact sound was immediately apparent upon leaving the lot, at which point I returned to the store. Only then was I informed, for the first time, that the noise was allegedly caused by a transmission issue. Had this information been disclosed prior to authorization, I would not have proceeded with the repair, particularly given that this Firestone location does not service transmissions. The failure to disclose this assessment before performing a costly repair constitutes a serious misrepresentation of services. Equally concerning has been the conduct of Firestone personnel in handling this matter. When I contacted the Bala Cynwyd location regarding my open claim, I was verbally berated by Rob, the same individual directly involved in the underlying issue. He failed to identify himself, spoke over me continuously, and conducted himself in a hostile and unprofessional manner. It is inappropriate for an individual who is the subject of a complaint to be the primary point of contact for its resolution. Since opening this claim, I have contacted Firestone customer service no fewer than ten times. Despite repeated assurances that the matter was escalated—including references to “corporate” and the “President’s line”—I have received no follow-up, no return calls, and no substantive response. This pattern reflects a complete breakdown in customer service and accountability. I am not requesting extraordinary compensation. I am requesting that Firestone acknowledge the facts of this situation, take responsibility for the unnecessary repair, and provide an appropriate resolution. As a long-term Firestone customer, I find this experience deeply disappointing and inconsistent with the standards expected of a national corporation. This is a straightforward consumer issue that should have been addressed promptly and professionally. At minimum, I expect direct communication from an authorized corporate representative empowered to resolve this matter.

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jdglickmanmd

The only Great part of my experience was the help of employee Lex. She helped me navigate a difficult problem with my tires, went out of her way to help me and explained everything clearly. Everything she told me was honest, and correct. She has a wonderful personality and disposition. I haven't had this awesome experience at Firestone in more than 10 years

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Taché Johnson

I brought my car to this Firestone location on City Line Avenue for routine service, and my experience was extremely disappointing. During my visit, I was quoted a significant amount of money for multiple repairs and replacements that the staff claimed were “suggestions” or “in need.” The issue is that several of these services had already been completed less than one month prior (12/05), I had a receipt in my car for. I just bought windshield wipers next door that same morning, and they told me I needed to buy new ones just to add to the bill. Despite this, the staff continued to highly recommend work, with little explanation as to why recently completed services would suddenly need to be redone... This raised serious concerns about the legitimacy of the recommendations and whether customers are being upsold on unnecessary work! As a customer, I expect transparency, accuracy, and honesty especially when it comes to vehicle safety and high cost repairs. Unfortunately, this experience felt more like a sales pitch/money grab than a trustworthy service assessment. I would strongly advise other customers to get a second opinion before agreeing to any repairs at this location.