Firestone Complete Auto Care Montana Ave; El Paso, Texas Subject: Predatory Billing, Fraudulent Practices, and Systemic Obstruction I am posting this to expose a disturbing pattern of predatory billing, documented financial discrepancies, and intentional obstruction encountered at this location. Criminal Double-Billing: I was charged for battery, inspection, and evaporating hose leak diagnostics on May 4 that I had already paid for in full on March 28, 2026. Extreme Price Gouging and Misidentification: Employee Jesse and this shop attempted to charge $390 or more for the wrong hose part to repair an engine light issue identified in the March 27, 2026, diagnostic scan. I had to crawl under my own vehicle on the ground to identify the leak on May 4 because staff refused to show me the hose while the car was on the lift. Only after I insisted on seeing diagrams did Jesse admit the $390 special part was incorrect. The correct replacement is commercially available for $19 (approx. $60 with shipping and taxes). Incomplete Service and Documented Neglect: My transaction was closed as completed at 3:00 PM on May 4 despite a 4.5-hour wait. Jesse specifically agreed at 2:30 PM on May 4 that a secondary hose was needed and stated he would have it identified and priced by 3:30 PM. When I returned at 5:30 PM, he still refused to provide the information. As of Wednesday, May 6, at 7:15 PM, this secondary hose remains unidentified and unpriced despite multiple follow-up calls and in-person visits. This morning, Wednesday, 05/06/26, I paid for a diagnostics with another company who completed it in 2 hours and prepped me for needed repairs with more accuracy and honesty than Firestone. Broken Refund Promises: During my May 5 call at 11:00 AM, Jesse initially refused a refund before finally stating a refund would be issued if I returned to the shop. Upon my arrival at 6:00 PM on May 5, I was gaslit and told the refund could not be processed until the following day by Sonja. No one has contacted me to resolve this prematurely charged diagnostic fee. Systemic Accountability Issues & Deliberate Paper-Trail Avoidance: Corporate customer service refuses to provide email addresses for documentation, opting only for verbal notes they refuse to share with the customer. Anonymity as a Tactic: Management provides only first names, such as Sonja and Jesse, making professional record-keeping nearly impossible. Unprofessional Conduct: Employee Jesse claimed to have called me on May 6 to resolve the matter but provided no proof of a call, voicemail, or email. He never called. Summary: Despite $1,779.82 spent on repairs on March 28, 2026, this business utilizes predatory billing involving cycles of grooming, alternating between appearing trustworthy and engaging in deliberate sabotage to avoid liability. As an advocate for women and children in anti-trafficking and anti-pedophile crimes, I find the contempt and disrespect directed at my resources particularly revealing. I am filing formal reports with the Texas Attorney General and the Better Business Bureau for fraudulent double-billing and services never rendered. Final Pattern Log Entry March 28, 2026: Original repair and diagnostic fee paid ($1,779.82 total). May 4, 2026: Redundant diagnostic fee charged. Jesse agrees at 2:30 PM to ID the secondary hose by 3:30 PM. He fails to do so by 5:30 PM. 7.5-hour total wait ensues. Incorrect part ($390) quoted until user self-verified the hose leak. May 5, 2026: Follow-up visit at 6:00 PM; refund refused by Jesse due to manager absence. Documented hostility included Jesse repeatedly speaking over me with a sarcastic tone. He made no attempt to fulfill the unfinished hose ID or price quote. May 6, 2026: Jesse claims he called with no voicemail or email and no completion of the promised secondary hose ID/pricing. The paid diagnostic service remains incomplete and thus fraudulently billed. Integrity matters. Predatory behavior will be exposed and never enabled. read more

See all

My partner and I requested a break and rotor change, on a Sunday (keep in mind most mechanics are closed) we drove in and they were able to take us in then and there. We appreciated Sonia's time, transparency, communication and ability to work with us. She answered all our questions and concerns, without hesitation even when things got busy within the shop. We valued her expertise and recommendations to keep up our family car. Yes, we spent time waiting for our vehicle but they offer water, restrooms, a lounge area and a/c while you wait. I spent my time going to the near by Albertsons doing some grocery shopping, and if anything came up with our vehicle, Sonia would call and update us. I will take quality over quantity when it comes to my time and money and knowing our family vehicle is in good hands, even on a Sunday as a walk-in. Thank you Sonia, you have been amazing to my family and our vehicle. We will be back :) read more

See all

Did amazing on getting the tires I wanted and alignment, however they checked my my receipt that they looked at my air filter (has about 6k on it), recommended to change it listed as a 'system failure - required'. Then I discover that they missed two fasteners on the air box and the crankcase breather hose is completely disconnected and they didn't even bother to put it back, also other minor detail I have a dust cap/centerfap missing on one of my wheels now. I then tried calling the store about seeing if they had my centercap (my car is pretty much a project car), and i informed them of my other concerns with my airbox/breather hose. They then said they were going to try to handle it but then just hung up on me so im here now. I still want my centercap back. Amazing job with customer service and specially Sonia. The pricing was honestly pretty high, especially with hidden fees like 'TPMS Kit and TPMS Service kit labor' even though I have a 2004 honda crv that doesn't have TPMs and that itself was $50.10 that I just noticed. Will not be coming back unless it is for an alignment, no inspections, and no other service. Honestly better than I thought a shop would preform but still those two minor annoyance, hanging up and these stupid hidden fees my car doesn't even have tpms. Also they wanted to charge $41 for an air filter, seriously just go to autozone buy it at half the price and do it yourself or a family member or friend do it for you. pls give centercap back. read more

See all

I dropped off my car at 8am. I was told that I would receive a phone call at 11am concerning what repairs would need to be made and I didn't. I called at 12pm and they told me they would call me back shortly to get the report since they were not sure what the status of my car was. They called me back at 2pm to give me my estimate. I went ahead with the repairs and they began to "work" on my car. I called at 5:30pm to check the status and was told they were still working on it. I then get a call from the shop at 6pm notifying me that my car was ready to be picked up. When I get there, I'm told they ordered the WRONG parts for my car and said I would have to leave my car overnight! Pretty ridiculous. Not coming back to this location. read more

Miss sonia was super thorough, helpful, and patient. We took our car in for brakes as well as rotors that were absolutely ran down. The sound of metal on metal, I was definitely anxious, but she gave us peace of mind and great service! She kept us informed throughout the entire process. Will most definitely be coming back for any future services! read more

I take all of the family vehicles there and the job is always well done. Sonia is amazing

Went in for an inspection and it took 2.5 hours. Off post this takes about 30 minutes. I made the mistake of thinking it would be convenient because it was close. My ultimate failure in thinking that anything on a government installation would be efficient. I had to ask several times for statuses on the inspection, of which the answer was, "They should be completing shortly." read more

I've always had a great experience here. The work gets done as requested, I'm always asked before any service is completed, and I get a comprehensive update on the update of my vehicle at the end. I also do not get badgered about whether I'd like to have additional services done. read more

Poor customer service, The woman manager is so rude and disrespectfully, I decided to turn around and go to Martin Tire, which they have an excellent customer service department read more

Ok. It's been 4 days for a hose. I was told it would be a day. The next day they let it sit and did nothing. Then I was told it would be done yesterday and they would call...NO call. I STILL don't have my vehicle nor the status of when it will be completed. Also, FIRE SYLVIA IMMEDIATELY!! She is incompetent. Sylvia put me on hold and said just a second....10 MINUTES later, she did the whole greeting. I kid you not, this happened 4 times in a row. Finally, she asked for my number after the 4th time and said she'd call me and just hung up. I never received a call. Again today she is working and when she asked for my number after 10 minutes like clockwork, I said I'd prefer to hold cause you never called me back. She said, ok, your name? I gave it to her and she said she'd call back and AGAIN **Update, the check engine light is back on. I'm now at another Firestone where they have to start over with a $90 diagnostic SMH. I'll let you know how this goes ‍ read more

See all

I recommend the Firestone on Montana- Sonia is very helpful and honest! I will always go back to the one on Montana.

I was on a road trip and got a flat tire on a Sunday afternoon. I called and not many shops were open so we were glad to find this one, especially since I was leaving town early the next morning. The manager was able to take me in and they had to replace my tire due to the type of flat I had and because it had already been patched up before. I am grateful they were able to assist me under the circumstances. read more

I tried to have my tires rotated on my 2011 Ram 3500 at Pebble Hills Firestone. Ferny at Pebble Hills was very helpful, friendly and professional. Ferny spoke with Jessie at Firestone on Montana and they talked said they had a lift that could be used to rotate my tires. I scheduled an appointment to have my tires rotated for 15SEP21. Upon arriving at Firestone. I spoke with a lady at the front desk and told her what was worked between the two gentleman and she said no they can't service my truck. I can understand that. But 1. Why when you confirm my appointment for my tire rotation do you accept it if you can see all my vehicles info. 2. If one of your employees can say that it can be done and have the correct lift, the. Why can't you rotate my tires. read more

I was on my way to California from Austin and started to have a strange wobble with my truck. I took it to this Firestone and they were just amazing. I needed an alignment and new tires, and even though my situation was anything but normal, they took excellent care of me. Even worked after closing to finish up so that I could get back on the road. A big thank you to Sonia for all of her help and concern while taking care of me. read more

I am from out-of-town and had my car splash guard dragging along I-10. These guys were so busy but found time to take care of my problem at no charge. Thank you. read more

I definitely don't recommend this place at all took it in for alignment and tire change and rotation and they completely slacked it on customer service and changed the tire I needed to be change exactly the way I could've done it at home read more

See all

Honesty will keep bringing me back. They will tell you what vehicle needs and not try to sell you extra services that you don't need. For that reason I stopped going to Sears automotive. read more

Firestone Complete Auto Care - Tires Near Me - El Paso, Texas

I have been to a lot of fire stones in a lot of different states and this one is by far the best I don't even live on this side of town and I will continue to come back to this location , let me start off by saying they made a big effort to even get me a next day appointment and then I ended up being almost a hour late and STILL they told me to come in and I was seen quickly , I wanted a tire rotation but he advised me not to get it done until I get replacement tires instead of taking my money and then causing me more in the end I REALLY appreciate all your great customer service guys !!! Keep up the great work. read more

Firestone Complete Auto Care - Tires Near Me - El Paso, Texas

Not all Firestones are created equal, I wish I could give this location 0 stars. Awful staff and service.

The worst experience of my life. Although the repairs were not that bad per se. My main issue has been with the front people and their attitude. They treated me and my wife like total garbage and tried to upsell us with unnecessary fixes and blamed the problem on not having us upgraded to all their suggestions. Their condescending attitude and feeling superior to us just because we don't understand car lingo was very uncalled for and we will never come back. read more

In Aug 2016, bought an expensive set of tires from Firestine, complete with roadside assistance, while in California. Now, Dec 2016, in El Paso, brought a flat tire in to the 5000 Montana location get it fixed. Has been two hours, so far... There should be some sort of triage for repairs. They should have gotten me out of here an hour ago. :( read more

We got a set of tires and took 5 hrs and at the end they did not even do one of tires because they wanted to charge $ 75 dlls for a broken screw, like seriously 5 hrs for 3 tires is a little to ridiculous, especially because when we came in we were told it would take 1 to 2 hrs tops so we decided to wait based on that! read more

I am a returning customer to this business; I had an appt on a Wednesday afternoon to drop my vehicle off; it was supposed to be ready Thursday. The vehicle hadn't been looked at nor did I have an estimate 24 hrs later. Had to pick it up Thursday evening & drop it off again Friday (taking Lyft rides for all this). Finally it was ready Saturday night. Oil change. Brakes. And new blower for AC. $800 bucks, 3 days after my original appt. and my Check Engine light is still on! Never again. read more

We were driving across the country & had a flat tire that needed a new rim. Sonya seriously helped us out in locating a new rim that would work for our Saturn. She was kind, professional, friendly, and made us feel in good hands. The whole team really impressed us. That, and the actual store is gorgeous with beautiful views of the mountains! It's not very often you "have a blast" at an auto shop, but we did. Thanks! read more

I was looking to have an inspection sticks done. I called ahead ahead of time to see if they were busy and said no to come right over. Being at work that was perfect and told them to schedule me in, i'll be there in 10 minutes. But when i got got there the from end person told me 2 people were ahead of me and would need to wait. I explained i had just made the appointment, he said they could not honor it and would have to wait. I left at that point, Needless I should of listened to the poor reviews. read more

Traveling through as I am from phoenix. Tire on my truck was bad and they were able to have me In and out within a few hours. Great service and quick mechanics! read more

Horrible! Save your money. My husband went in for an oil change and decided to get his tires rotated as well. Before we took it in we had noticed that the muffler was a little loose so we told them of what we knew what was wrong & the noises that had ahead of time. When the car was ready, 3hrs later, we noticed a new noise coming from the back tires. So we went back. And! They did nothing but ask the mechanic if that's the noise he had heard before he did any work to it and of coarse he says YES, when it's not true! We told them that we clearly listed of all the noises and things that were going on (muffler loose=rattling a little). We discussed and they finally said that they would put the tires back to where they were. That did not do anything. A few days later as the car is moving ALL THE TIRES ARE MAKING THE SAME NOISE a "clu-dump" soundl!! Hmm? I wonder how, if my tires are perfectly new etc. Not happy at ALL. Mitsubishi eclipse 2007 read more

I took more than six hours to do an oil change and fix a flat tire on my truck, I don't recommend this place.

went in for a simple oil change. about 45 minutes later my car started making a loud knocking noise. i pulled over and checked the dipstick only to see that it was bone dry. i wiped and checked it several times to make sure. i returned the car to them and filed a claim. after 2 weeks their inspector concluded that they were not at fault and proceeded to wash their hands of any responsibility. read more