Firestone Complete Auto Care

On 29 Jan., I set a 2 PM appt. for 1 Feb. for a 4 wheel alignment and tire balance/​rotation. I dropped my vehicle off at 1:50 pm sharp, at which time I asked how long it would be before my vehicle would be done. The service rep told me 90 minutes. 2 hours later, my vehicle was still sitting in the parking lot awaiting service. I asked the rep again, how much longer? At this point, I was told that my vehicle was next to be serviced. I left for an hour, came back and my vehicle was STILL not finished. At approximately 7 pm, my vehicle was finally finished.
Generally, I am a very patient man, and being a mechanic myself, I know how some «jobs» can take a little longer than normal. However, there is NO, I repeat, NO reason a simple tire balance/​rotation and alignment check should have taken 5 hrs. It wasn’t like I just showed up and asked to have this maintenance done on the spur of the moment, I called and set the appt 3 days in advance. Now, it doesn’t take a PHD in customer service to know that this type of customer service, or lack thereof, is unacceptable. You know, it wouldn’t have been so bad if a rep would have been a little more forthcoming about their backlog, or hell… apologize upfront for the inconvenience, which in my mind goes a long way. But no, I received nothing.
For years, I have brought my vehicles to Firestone to get a wide variety of maintenance done. And, for the most part, I have been very satisfied with the service I have been provided with. And on occasion, I have had to wait a little longer than normal, which I didn’t mind. I want a good job done and if that takes a few extra minutes, then so be it. In past visits, any/​all delays were met with an explanation or a apology for the lengthy service repair. This latest visit, though, was just horrible, horrible customer service. No sorry, no nothing! Seriously? WTF? My advice to anyone thinking about using this branch of Firestone: Don’t, just don’t waste your time. They are not deserving of ANYONE’S patronage. PERIOD!

I can’t say enough good things about this Firestone location! I was driving from Vallejo to Vacaville on my normal commute. Out of nowhere my car starts dinging and flashing engine over heat alerts. Luckily I was right before the exit for this Firestone location. I am familiar with where it is and knew I could be there within 1 – 2 min. Needless to say I was VERY stressed and concerned about what was happening to my vehicle. Even though it was already 5pm on a Friday evening, the very nice service adviser Naomi talked to the technicians, and made sure they would be able to at least take a look at it to see if they could determine the problem. I did have to leave the vehicle there overnight because the diagnosis would take longer. The next day I received a phone call about what they had discovered. I wish I knew the gentleman’s name who I spoke to because he was awesome! He explained all my options to me so I could make my decision. He was very honest and I knew I could trust him to work on the car if that’s what I chose. They even have a Firestone credit card I was approved for to cover the costs if I decided to have vehicle repaired there! I would not hesitate to recommend this Firestone for ANY work you need done to your vehicle!

Amazing service.
Staff is very knowledgeable and professional. They able to diagnose and solve most of car problems with a reasonable price.
It seems to me this place runs very organize, good management, fast service.
Guys from the front desk are friendly and always ready to help. Special thanks to mr. M.Ellis.

They do great work here, but they provide terrible estimates. I’ve waited hours for a simple oil change. They need to keep better track of how long they are taking for each vehicle and not forgot about people. Friendly staff. Helpful. I’ve been here 5 times now and the wait times are so ridiculous. I will strongly consider going somewhere else next time.

We were on our way to San francisco airport from Sacramento and one of our back tire busted on the freeway and i Unilocaled the closest tire shop to buy a new tire and i found firestone so we drove there. We arrived 15 minutes before they closed and I told them it was an Emergency and we were in a rush to go to the airport. They got it repaired in 20 minutes!!! Thank you so much! You guys gave us the best service ever!

Been taking my cars there for 8 or 10 years now. Guess I could, as others, complain about how long some things took, but it’s repair and it takes as long as it takes. An estimate is a guess at how long it’s going to take and they have a whole list of cars to work on before mine. I think they are as good as any one doing repairs at estimates. They aren’t the cheapest, but the cheapest tend to suck. They have always done good repairs to my cars, at a price that isn’t unreasonable. Having spent my youth working on cars, they haven’t ever tried to sell me any work that didn’t seem to really need to be done. Sadly it seems hard to find honest car repairs, they seem to be one of the honest ones.

The lady who checked me in. Was nice and pleasant.
But that’s where the quality of this place drops.
I wanted to make this quick and fast. Showed up to my appointment time 10 mins early. Even when you schedule an appointment online it ask if you’re going to wait around. So they knew I was going to wait for it to be completed. I guess its my bad for thinking an early morning appointment would mean fast.
After 30 mins of looking at my car sitting in the same place that I pulled up in. I walked over to the counter and asked how long does it take to do an oil change that has an appointment?
That’s when they finally moved it into the bay to begun work. I’m now having regrets. This is my first time here, I’ve been to other places with out an appointment and I was all completed and done before 20 mins.
35 mins after its in The bay, they tell me it’s done. Nothing said about their free inspection. Just that everything is great. Lies.
This doesn’t work for me. But it could work for you if you plan on making an appointment and staying at the mall all day. And after be lied to. Have fun.
This was my experience and I recommend you try a different place.

This place is convenient, but prepare to spend your entire day here. The appointment system is an absolute joke… Showed up for my 9am appointment exactly on time, 1.5 hours later the car is still not in the bay… Uhhhhhh waste of time

Absolutely terrible. The owner is a prick and the workers besides one gentleman are incompetent and unknowledgable. Truly money is there number 1 goal not customer service. Literally jerked is around for days. On the 2^nd day they said they pretty much wouldn’t do the work. Decided too try meineke and they were fantastic. They were helpful and gave us a ride to a auto parts store and hotel and they were kind. Never go to this Firestone.

My Boyfriend and I came here for my BMW’s new set of run-​flat tire. Justin took the call and he made it so easy and the end-​result was superb! Justin, considering it was father’s day weekend and was a sunday, was super busy and was working alone did an excellent job multi tasking! He gave us an accurate turnaround (same day 3 hours), we came back earlier and was done before due time! My Boyfriend has ample knowledge of cars and repairs and is very picky for places, he was actually impressed with Justin’s work and service he provided for us that day, very knowledgeable and friendly! My boyfriend went back to this same office for a different service, Justin wasn’t the guy who helped him this time but again he received great service!

By far the worst place to get work done on your car. My wife bought new tires the car shook so bad had to bring it back and had to wait. It turns out they forgot to balance the dam wheels. What a joke.

Honestly I do not like to Unilocal,but in this case I feel it is much needed. I have had a great experience with the Firestone in Santa Rosa working with Bruce and his team. I recently moved to Fairfield and I thought I would give this Firestone a try. It is very clear that the manager who runs this store does not care about customer service. Most places when you walk in they acknowledge you and say we will be with you in one moment thanks for you patience. I waited for about 8 minutes without being acknowledged. My perception is they do not value me as a customer. I recently had my tires checked because the TP light went on so I brought it by and they couldn’t find any nail. So they told me I will reset the light and charge you $ 21.99 which on a Ford Edge you don’t need to reset the light as long as the tires are at the correct level, it will go off by itself. So the next day less than 24 hours the light came on again. I was like well they had to have missed the nail. So my wife brought it back over and Mike who she was dealing had the nerve to say we found a nail this time we need to charge you $ 19.99. I couldn’t believe it was about to cost me over $ 40 to do a tire repair. I called back and spoke with Kirk and he said well I will make sure we take care of that and refund you. Just come by and will take care of it. I appreciate that he understood where I was coming from and that he wanted to do the right thing. I went in the next day and had the pleasure to speak with Mike who has no customer service skills who decided to teach me a lesson and say we did charge you correctly and that we did not miss the nail the first time. Over $ 20 you want to teach me a lesson. I don’t think that is the best approach. Losing a customer over $ 20 because you can’t swallow your pride will cost you. I do not recommend this Firestone location to anyone.

Normally I have a positive experience when i come here, but today not the case. I made an appointment for my oil change and i still ended up waiting over 2 hours just for the mechanics to start! This is not how i planned to spend my Sunday. Seems to me that one or two mechanics should be dedicated to oil changes only. Perhaps mgmt needs to take another look at how to staff and distribute labor on the weekends. Just a thought.

I came into Firestone to get an oil change, they made me wait 5 hours and said they would give me half price so I waited. One week later I noticed a huge oil stain in my parking spot so I took it over to the dealer and they said that Firestone put in a cheap aftermarket filter that broke and leaked almost all the oil from my vehicle! Never go here! The wait is horrible and they use cheap parts and cheap oil! Customer beware

This is an update. I went to another mechanic and there was absolutely no need to do rotors and my breaks were still ok for another 5000 miles. I did replace my breaks, but how can I trust your store afterwards?

I’ve come to this location for oil changes, new tires, and when my car broke down last night I had it towed here. They handled the issues quickly and accurately. I got it back this morning all fixed and ready to go. They gave me tips of what to watch for as far as needing to come back in.
Sometimes the price tag hurts, but that’s the business. They have military discount, so that’s a plus if you’re in the service.

Don’t know why they are so difficult sometimes. First time I went in for a Tire Repair — after visiting the Firestone in Pleasant Hill, who stated my tire was non repairable, then when’t here and they were able to repair. 2 years later — I go to them first because I am loyal to good customer service, as I am in the same industry. With a new request for tire repair, simple patches mind you, and they tell me the same as the pleasant hill locaton did the first time, not repairable. Since it was almost time for a new rear set anyway I purchased new tires, and saved my good one for a full size spare.
So fast forward to today, I contacted them via phone to see if they would install the bulbs i purchased from the dealer, and was told they could change them but would not be able to use my supplied ones. I said to the gentleman «So they are stick ones from the dealer and I should look somewhere else?» He says oaky.
Too bad I set up credit here during my last purchase — I guess he didn’t care to know I was also looking to get an oil change, tire rotation and balance too…
on to look for a new provider — hope they figure this one out — loss of business is sure to come.

Well, I wish I didn’t have to do this, but this location, not Firestone, is getting the lowest rating because:
I had a rather scary situation on the highway and one of my tires shredded at speed of about 70 mph. I drive a BMW and it is worth every penny for it’s brilliant stabilizer system for such tragedies and I did not lose control of my car; however, it did come to a shuttering stop before I could navigate all the way over to the right shoulder. It was a lot of fun trying to get the car out of the far right lane without being hit by other cars.
Thanks to CHP roadside assistance, I was able to drive on my donut to the nearest Firestone and I decided to return to the one that I have dropped over a $ 1000 on tires in the past few years. If there is a nail in the road, I will find it, it’s just my bad luck.
I saw that they had about four empty bays, so I drove up to one of them, parked the car, and went inside to discuss getting a new tire. I KNEW I needed a new tire.
The manager, whom I would expect would know how to speak to customers, grilled me as to why I parked in an empty bay. I told him I thought it would be okay because my car was going to be worked on for sure, and that the bay was empty so I would not be in the way.
Ready for this? His response: «What makes you think there are not other customers ahead of you who might need that bay?»
Uh huh, that is what he said to me, after I had a pretty traumatic situation, and he knew because I had told him why I was there.
Oh, and there were no customers waiting ahead of me. There were two people waiting for their cars, and they already being worked on. The manager was just being world class A-​hole.
He went to confirm my mileage and vin number and while he was outside, I told his co-​worker that his manager had better get his attitude right «frakking» straight right «frakking now because I do not deserve to be spoken to in such a way». The co-​worker apologized and said his manager tends to be that way and I said that is no excuse.
Oh, and another customer, another woman, overhead all of it, and she commended me on speaking up for myself.
Obviously this manager has a problem with women, so I will save him the trouble of having to deal with me again as I will not be returning to this Firestone. I’ll just go to the one at Travis A.F.B. from now on.
If you are a woman, and need new tires, and you are not good at speaking up for yourself, go somewhere else. BTW, everyone else in that shop has always treated me with a cheerful demeanor, but when the boss is the jack ass, well, who can one complain to get his attitude straightened out?

Still to this day… my car now sits in my driveway with a broken hood that was shut tight with wire from the road service guy. I tell you, I really don’t know how these guys can sleep at night knowing how many people they upset, scam, give rude service to, and get over on customers ALL TO MEET A CERTAIN QUOTA! To sell sell sell, any and all services even if you don’t need it. But in my case, to break my hood and not own up to it. It’s ok… one day, this place or company will be shut down. I mean, imagine is this had happened to someone in their family. I’m sure it would not boil over so easy…

I had to have my car towed in to this location. AAA must have a deal with Firestone because they were the first place they recommended. I sort of wish I had more knowledge of mechanic shops in the area, because the cost for a new battery and a starter was out of this world ridiculous. I really felt like I got screwed over.
I talked to an employee about what was wrong with my car, making it very clear up front that they couldn’t pull a fast one on me and to only fix what I asked. The employee informed me that my car would have a diagnostic check in a few hours and that it would be ready for me by closing time. I called about 3 hours later to check in on my car and was told that they hadn’t even begun working on my car. Apparently they had a few scheduled appointments before mine and they would work on my car the next morning. I mean, how hard was it for them to just tell me that when I brought my car in? It doesn’t seem that hard.
The following morning when I went to go pick up my car, I was subjected to the managers rude and sexist comments. Now, when it comes to customer service I get it. It sucks. I give a lot of passes to bad customer service just because I know how it is. However this was different. When I entered into the store I didn’t receive a warm greeting. I was told that they’d be right with me. I have no problem with that as I obviously came in at a bad time.
The manager was talking to what appeared to be a new employee. They were discussing dealing with customers. I waited around for 10 minutes listening to the manager lecture the employee about how to talk to to customers and fill out paper work. I found the way he talked about customers to be quite rude especially with one standing right in front of him.
After finally obtaining the keys for my car, I had trouble getting the key onto my key ring. This is something I always have trouble with so when I asked the manager for help I thought nothing of it. The manager replied, «This isn’t woman’s work. It’s a man job.» «To put a key on a key ring?» He then said he was kidding, but that coupled with his rude behavior after I entered the building left me feeling a certain way and that way is: continue onto Travis, get onto I-​80 and head for PepBoys.