Firestone Complete Auto Care VA 23229

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Indy K

Great customer service. :) I couldn’t get my driver’s side window to close, so I went to Firestone. Brian assisted me and was very helpful and friendly. I was able to leave my car there and it was kept safely inside overnight. The part that needed to be replaced was delivered and installed the very next day. It was expensive, but I’m happy that my window can close now.

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Berkley Williams

I took my car in with several different problems I had noted recently and they fixed them all. In addition, they were very helpful in letting me know what really needed repair and what didn't. This helped me save money. They easily could have recommended fixing several other things but instead gave me good advice on how to manage them instead of running my bill way up. My car is running great now.

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Alex Terry

Evidently, Firestone now considers it “normal” practice to scratch your wheels during a tire installation. I’ve used this store and other Firestone locations multiple times over the years for tires, balancing, and alignments. They were always decent before. This last time started out fine: I dropped off my car for four new tires and an alignment. The car was ready by noon, and they even said no alignment was needed, so they didn’t charge me. A few days later, after washing off the usual shop grime, I noticed every single wheel had deep scratches through the paint to bare metal from removing the weights and new nicks and guoges throughout. My wheels have large open spokes, so the damage is obvious from just standing next to the car. I called the store and spoke to Owen, who apologized and told me to bring the car back after the holiday so he could take a look. When I returned, Owen wasn’t there. Instead, I dealt with Brian, the store manager. His response was shocking. First, he dismissed the damage by saying it’s “normal” for tape removal to leave scratches. When I pointed out that the scratches weren’t just inside but also on the face of the wheel, he rubbed brake dust off and claimed “that’s not new,” essentially accusing me of damaging my own wheels. I explained that the marks line up perfectly with the wheel weights they had just removed. At that point, Brian brushed me off with, “Fine, I’ve never had anyone complain about the inside of their wheels, so what do you want me to do about it?” That was the end of the conversation. No accountability, no effort to resolve the issue, just blame-shifting and dismissiveness. I’ve since opened a claim with corporate Firestone to resolve the issue. There is no situation where damaging a customer’s wheels should be considered acceptable—inside or out. I don't know how many tires or balancing I've had done, but never once have they noticeably scratched my wheels. And the fact that the store manager chose to argue, deflect, and insinuate it was my fault makes this even worse than the damage itself.