ComplaintsforBridgestone Retail Operations, LLC
Auto Repairs
Additional Complaint Information
Customer Complaint:
Due to the volume of complaints filed against this business, BBB only publishes the details for 40% of the total complaints filed. While BBB continues to accept and report complaints against this business and fulfill its responsibility to inform businesses of communications from its customers, this business has indicated to BBB that it will not work to resolve customer disputes through BBB.
While BBB continues to accept and report complaints against this business and fulfill its responsibility to inform businesses of communications from its customers, this business has indicated to BBB that it will not work to resolve customer disputes through BBB.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In June of 2024 I took my jeep to this location for an oil change and was told it included topping off fluids. A week or 2 after that I discovered my coolant was bone dry because it over heated. When I took it back to them they noted my complaint and offered to do it while they fixed my shocks and did a full fluid flush. Not a few weeks later I had to take it to a different mechanic and upon inspection my spark plugs were drenched in coolant and I had a crack in the manifold. Its still in the shop and Ive been in a rental car for a month or so. I have spent so much money over a simple coolant check I have nothing left to get my car fixed. I did call their customer service department and put in a vehicle damage claim and have had no response. Im out $5000 and still not able to drive my car, not happy at all and need help getting a resolution.Initial Complaint
09/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
11/3/23 I went to Firestone (*******************) to have them look into an oil leak. They did an inspection and stated that there was a leak from my radiator as well as a leak coming from the timing cover gasket. They contacted my warranty company, and the fixes were approved, so they started with the work on 11/8/23. Upon receiving my vehicle back on 11/10/23, I was told the issues were fixed, but they had "found" a crack on the engine head. They had not notated it in any of the paperwork they had given back to me. They told me they do not do engine work at that location, and instead go to the Firestone location on ***********. Upon inspection at ***********, I was told I would need an entirely new engine. I had my warranty company do an inspection, and was told that due to pry marks around the area the crack was, they were denying my claim as it was not normal wear and tear. Firestone sent out a third party inspector (who was unable to lift my vehicle to perform a full inspection), who was unable to locate the crack, and Firestone denied **** took my vehicle to a third party mechanic on 2/27/23, and they said in order to look better, they needed the timing cover gasket re-repaired. Firestone covered that repair and washed the undercarriage, then showed me the crack (which was NOT located on the head as stated previously, but instead the Camshaft Cradle) and told me it was due to inclement temperatures while owning it prior in ******. Upon brining it back to the third party mechanic on 4/4/24, they found the crack, and told me immediately that based on the location, it is impossible that it is normal wear and tear due to weather.Ever since, I have been trying to get hold of Firestone to get this issue resolved, and have been ignored despite going through multiple channels to get in touch. I have received nothing but bot responses. I left a review on ******* and was told to email them to get it resolved. I emailed them 9/1/24, and have yet to receive a response.Initial Complaint
09/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 5/04/24 I brought my car to Firestone. they came to the conclusion that the fuel pump needed to be replaced. they never asked me what fuel pump i wanted and as they finished the job they also had to replace the fuel module. I was charged *****. I got my car back on 5/09/24. I noticed that the gauge wouldnt show a full tank and the car was consuming a lot of gas. about 2 month later on 7/02/24 I took it to a different Firestone. they said something was disconnected.The gauge was still not going to a full tank and its consuming a lot of gas. I gave it about 2 weeks when I decided to bring it back to the original Firestone. I took the car in on Tuesday, 7/16/24. days go by and I still dont receive any updates. on Thursday I call and no one knew anything and they tell me the manager is out until Monday. then they tell me that the fuel pump they originally put was an aftermarket pump and its failing. I was never asked About it they just put an aftermarket pump I guess to save money on their end. they tell me they would put a OEM pump but Ill have to pay the difference which make no sense as the pump got replace at that location. on Friday I go to check on the car in person I see the car it sitting in the lot outside clearly not getting worked on, its been 4 days at this point. I ask the person at the counter whats the status on my car and he looks clueless. finally he said the part shouldve been order yesterday, so he proceeded to order the parts in front of me but it wont get there until Tuesday the 23rd. I give it another chance as I need the car. on the 23rd I get a call late in the day that the car is ready after being in the shop for a whole week. the person at the counter was ready to charge me for a whole new pump 1300 since he had no idea of what was going on. He finally got it cleared out and I paid the difference of 150 on top of the 1411. the car is still not the same, its consuming a lot of gas and I refuse to take it to that location anymore.Initial Complaint
09/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Multiple transactions have had major issues, from work said that it was done and it wasnt. Several transactions. Todays transaction invoice# ******. They did a basic service to my car. I had to return to the store twice for forgot items and then I noticed work that I was told was done was NOT and the technician admitted it. I have bought tires from them twice now in the past 1.5 years and spent $1,300 each time. I have had my car aligned with every service, every 5000 miles and my tires wore through due to an alignment issue. I paid for the second set after talking to them. They were 1st giving me alignment papers showing it was done but son after they stopped giving me the print out showing it was done. My tires wouldnt have worn out if it was done. On every visit, several, you can see I have asked for it to be done. I do not trust them and I dont know if they are purposely mistreating my vehicleInitial Complaint
08/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We brought the car to Firestone complete auto care to have the alternator replaced. We paid the bill and after we left, we noticed that the air conditioning was no longer working. Called the manager to discuss the problem. He said they didnt touch it. But initially when I talked to him, I was telling him that I was going to do it myself, but it seemed a little difficult. He told me he would have to take the air conditioning unit out to get to the alternator to replace it. He forgot about our conversation. We took it back to him and he looked at it and said the a/c was leaking and that it would be $1800 to fix. All we are asking is to get the air conditioning fixed. My friend that owns the car is disabled and needs the car to do her physical therapy.Initial Complaint
08/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
It seems everytime I come to Firestone my problem is resolved, but then another problem arises and I feel I am being overcharged for incomplete jobs. For example, I had just replaced my radiator, but the hoses that come with it were not replaced at the same time, so I had to bring it in again, pay again and then two days later found another leak. Come to find out that a clamp was loosened and caused leaking. I was told that part of the warranty is to come back if I encountered a problem, only to come to the given location to be told there is no leak even after a pressure test. After leaving and being told nothing was wrong, my front center undercar shield was never replaced. I came the following day and ***** had a clue what had happened to my front center undercar shield since the employee working on it was not working and nothing could be found at their work station. This is unacceptable, they have done this numerous times, where my original parts of the my car are missing. I cannot say much since I have entrusted them with their service, yes it was my choice to choose them, but this is unacceptable and wanted others to know.Initial Complaint
08/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I went to Firestone on 8/25/24, for a power steering issue and fuel gage that kept moving up/down and the engine light was on. I spoke with ***** and advised per their inspection, he informed me that I needed a fuel pump system, power steering work, tire repair and recharge my AC which totaled $4300. I called the next day on the 26August, to see if the car was ready and they advised that they have to finish up the fuel pump work, so me, being generous gave them another 24 hours, thinking everything should be completed. ***** calls me on August 27 and advises me that everything is done. I go and pick my vehicle up and I noticed the engine light is still ON, and the gas gage is still fluctuating up/down. I go back into the shop, and this time a young **** told tell me to come back in the morning, well I couldn't because I needed to work. So today August 30, I take my vehicle back to Firestone so they can figure out why my engine light is not off and why the service I paid for did not fix the fuel gage problem. Keep in mind I paid them $4300 of my money to FIX my issues. Just picked up my vehicle, and the excuse I got was that it is a BCM or basic computer module or gauge cluster but was initially told by ***** that if I do the pump system, that should fix all of that. So, what the h*** did I pay for. What was the inspection for? Is firestone telling me that they will keep $4300 of my money, and I need to ride around with the same problem I paid them to fix. In addition, I work from home, so I keep gas in my vehicle and had to put at least $80, before I went to them, how in the world was I empty on gas, when I work from home and hardly drive my vehicle. This is stealing and it's ridiculous. Because I have new parts in my vehicle from them, ill keep that, but give me my money for the labor that you guys did NOT fix my issues and let me go to somewhere else that will FIX MY PROBLEMS and not *** ME!!Initial Complaint
08/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On Wednesday, the 28th of August 2024, I stopped by the Firestone Complete Care at *******************************. I needed a car alignment. The hispanic lady says it would be 3 hrs wait. So, I scheduled an appointment for Thurs.,29th for 8:30am. I arrived on ******, at the store at 8:38am. The hispanic lady wrote down my mileage and took my keys to have the car alignment done. I paid for a lifetime car alignment package deal several years ago. Which is valid at all Firestone Complete Auto locations in *****. So, I left my car in good faith that they would perform the car alignment. My husband stopped by to pick me up. I told her I would return in a couple of hours. I called the Firestone store at 11:45am. No answer, rolled over to the call center. I returned back to Firestone store at 12pm. I asked if my car was ready? The hispanic lady says, "Let me check." She came back to tell me they have not performed the car alignment yet. I asked why not? I scheduled an appointment for 8:30am for today. She proceeded to tell me that because I left the store, then other customers started coming. I said they were walk-ins. I had an appt, and my car sat in the parking lot for 4 hours. I asked for speak the store manager. He did not apologize or rectify the situation. I asked for his area manager. He tells me to call customer service for any complaints, while smach on his lunch. He gave me some lame excuse why they did not complete my car. He says I dropped off my car and left. I explained how I scheduled an appointment the day before. Then, the manager gets my car keys to go perform the alignment. I had another appt I had to be at by 1pm. So, I left the store mad. I am a Firestone credit card member. Whether I paid in the past or present, my vehicle should be performed in a timely manner. I felt discriminated and frustrated due to the fact that I was not paying for other services on my vehicle today. So, they attended to other customers before me. This is unacceptable!!!Initial Complaint
08/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I took my van in to get a new battery, told them that i needed one, had three discounts they offer on line told salesman i had the discount and was told that the discounts are not done at store but when i get my bill they would be on it, that the company adds the coupons and i was charged 79 dollars for checking battery when thats what i went in to get didnt need it check SO THE OLD ADDAGE BUYER BEWARE goes for Firestone, I also contacted them and got no reply from them, wont do business with LIARS and THIEVES, no moreInitial Complaint
08/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
August 8, 2024, my check engine, trac off &vsc off light were on and my battery had issues. I scheduled an appointment for 10:00 am but had it towed. The battery needed to be replaced therefore I told Firestone it should be replaced. I told them anytime those 3 things show in my truck &my car, it is a fuse needing replacing. I was told they could not just replace a fuse because it could be something else. So they needed to perform the diagnostic test for ****** & it will show everything to guarantee any work thats needed. Im told about the diagnostic test each time I go to ******** Firestone &usually they get right. This time it more about the money not doing their job. Firestone called me &said it would be ****** to repair so I said to repair it. Then I get an email &call stating my truck was ready so I went to pick up my truck. While waiting for receipt, ********* told me she could not print my receipt but would email it. She was more focused the conversation with co worker instead of explaining additional information I would need to know. There was grease/oil stain on driver side door On 08/9/024, the same 3 lights trac off vscoff and engine light came back on. Driving to a medical appointment some called and spoke to ****. I asked for the District Manager ************ number. I did not get the name or the phone number. When I called home to call Firestone again speaking ***** - Store Manager. I asked about the diagnostic ***** started rattling off different checks on my truckthats the diagnostic, We could not have run a diagnostic test with replacement of the battery &alternator. you would need to bring it back. who should have told me that because I am no a mechanic.no one said anything to me/how would I know. I am driving around not knowing I could cause more damage than to my truck. ***** held the phone for several minutes many times on the call. Finally, she says you can drop it off. I told her I will wait. To discourage me she said it will be hours.
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Customer Complaints Summary
2,167 total complaints in the last 3 years.
788 complaints closed in the last 12 months.