I've been to many different Firestones over the years, with mixed experiences overall. I recently moved to this area and had my first visit here today, which was excellent. No nonsense but friendly, super efficient but not rushed. Took my car in for a leaky tire, and Tayvon (sp?) got it diagnosed immediately. Then, patched it up in what seemed like about 20 minutes. So, as fast as possible. I had a work meeting to get to and wasn't sure if I'd need to leave and come back; but nope, he came through and I made it with my car in time. All boxes checked. Recommended. read more

I wish I could give less than one star. I have never had such a terrible experience, in my life. Took me two tries to get my car serviced. Made my first appointment and went. Was told that they had no record of me having an appointment so I made another appointment, and left. One missed day of work. Second appointment, second missed dayof work, happened a couple days later and decided that the best course of action to starting a relationship with a these mechanics, was to be extremely nice and so I brought them donuts. After all, I needed a good mechanic, and so I was going to be good client, in hopes of them being good to me. Wrong. There's more attitude in that building than I know how to deal with. I kept my composure, assuming they had difficult jobs. I do too, so I understand. I got there 15 minutes early, gave my information, and then told them exactly what was wrong with my car. My car is under warranty and the fix was going to be covered. my check engine light kept coming on and my left signal was not working because I have a melted component. I told this to them. So of course they ran a diagnostic and found the problem in the engine, got the part and fixed it, but my warranty wouldn't cover the other problem with my tail light because the first woman that helped me said, that I had burnt out lightbulb. fix and I can do that myself, butThat's not what's wrong with the car. I had replaced the lightbulb twice before figuring out that it had a melted component. It's a common problem with the make and model of my car. I told them exactly what was wrong with the tail light. I told them that it was not just a burnt out bulb, and that the bulb was not burnt out at all . I told them about the melted plastic and how it was interfering from the circuit, completing, in order to have a proper working term signal . But because of how she filed the claim, my warranty would not cover it . Had she bothered to say that it was an electrical issue, like I said, it would have been covered. I tried to explain this to the second girl behind the counter but she told me that they weren't going to fix it because it would require another diagnostic and I needed to take it somewhere else. She also named the exact problem with the tail light. Her words were, it sounds like you need a pigtail replacement. I said OK, because what else was I gonna say, and left . Once I called my car people, they told me that they were not going to be covering a burnt out bulb, so of course I had to fill them in on what really happened and that it was not burnt out bulb. They don't want to believe me because they figure the Mechanics know more than me, cool. I knew the problem and I told them I knew the problem before they started working on my car. So I'm going to be making a video to submit to customer service because the mechanics never even looked where I told them to look. And after getting home and my Car sitting for a few hrs, I now have a leak. so a problem that wasn't there, is there now. They are the worst. You couldn't pay me to go there again. I hope I can fix this with my warranty people. but stay away from this place. I wish I had seen all these horrible reviews before I went there. read more

Over 2 Weeks Without My Car -- Completely Unacceptable Experience I brought my car to Firestone Complete Auto Care at 4910 W. Broad St. in Richmond on July 11th for warranty-covered repairs (a rear strut and axle). I was told it would be a few days. Two weeks later, I had to pick up my car unrepaired because I couldn't trust the shop anymore. Here's what happened: * They repeatedly failed to call the warranty company until I escalated it. * They claimed parts were ordered -- then said they never got approval (a lie -- I confirmed approval directly with the warranty provider). * Every time I called, I got a different excuse. * I had to chase every update myself -- they never initiated contact. * After I filed complaints with Firestone and my warranty provider, an employee called me and basically asked if I "just wanted to take the car somewhere else." By the time I went in person (Day 13), they were still lying to my face about the repair status. At that point, I told them to put the car back together. I was out in 5 minutes -- proof that they hadn't even started the job. This shop wasted my time, ignored my concerns, and gave me nothing but excuses. Avoid this location at all costs. They don't value your time, your trust, or your vehicle. read more

I could be driving down Broad with two wheels missing and I would not stop here. Would not recommend anyone to bring their car to this Firestone location. $1200, two visits to this location, and three days worth of Lyft costs, my AC is finally blowing cold. On my first visit, I explained my problem and stated I know there is a leak because I've had to do a full evac and recharge of assumably coolant before. The manager called and told me that there was no coolant in the car and that they needed to perform a full evacuation and recharge. She stated that they need to be able to add some sort of dye to determine if there was a leak. I agreed. At pick up, I asked Rondell at the front some questions including "if I leave and my AC stops working (because I know there is a leak), will I be recharged for a full evacuation and recharge again." He made sure to tell me that the company/this location does NOT care about giving me any money back/my money whatsoever." His final answer was to just bring it back to the mechanic who serviced the vehicle if I had any problems. I paid for my service and left. Days later, my AC stopped blowing cold. I called and spoke to Rondell to schedule another drop off. I explained my problem and requested that he leave a note for the mechanic to call me. He made sure to tell me "he's definitely not going to call you, he's too busy for that" He ultimately agreed to include the note that I would like to speak to the mechanic, even if that meant waiting to speak with him in person. DAY 1: I drop off the vehicle in the morning. By late afternoon, I had not received any call about the car/problems. At 4:00, I called and a young lady answered. She explained that the AC guy had already left and my car had not been worked on today. I expressed my frustration with the lack of notice and told her that this information should've been relayed earlier, even if learned later in the day. She said "its up to me" whether I leave the car or redrop off in the morning, but assured I was next in line for work the next day. DAY 2: I received a call early morning from the manager. She said there was a hole in the compressor and the compressor needed to be replaced. I asked about costs and whether the work could be COMPLETED today. She responded yes. At around 3:30/4:00, I received another call from the manager. No work had been performed on my vehicle, but as a warning for the extensive removal of my bumper, she asked if I needed the car for anything for the rest of day. I explained I had an appointment after work that I needed to get to. I picked up my car before closing. No work had been done on the car. DAY 3: I dropped off the car again. I received a call after lunch that my vehicle was ready. I explained that I will be there to pick up the car after work. I arrived and Rondell was at the desk. I asked to see an itemization of costs and he said that he was not sure whether he could be print that as the system was already shut down. I asked again to see an itemization of costs BEFORE I pay. He showed me the printed slip with my keys. I paid for my service and walked outside to the front of the shop, where I always dropped my car. I later learned that the identical Honda parked in the front was not my car. I politely asked Rondell as he leaves for the day "Where is the car parked?" as I assumed it would be in the front, as it was on the last visit. He annoyedly responded "It's in the back. Look for it next time." Rondell or the gentleman in the front needs a new job, and one that does not involve the public. It's sad. The location is located conveniently to build some good clientele. Rondell and most of the workers are fixed on burning those bridges. Be careful who you speak to. Service and communication poor all around. read more

Luckily, there is nothing lower than a one rude, rude rude customer service took three days to tell me that they could do absolutely nothing for me. I would not recommend this place. read more

If you have a problem, they will try to resolve it. reasonable prices. The waiting area is very nice and cool. The customer service did give me a heads up on my service request. read more

Firestone Complete Auto Care 11327 Hull Street Road Midlothian, VA 23112 I took my Honda CRV to the above Firestone location because a friend recommended them. My vehicle was drivable but it was showing a check engine light. I thought they were capable of giving a diagnosis. When I called the following day, the guy who picked up the phone said, the worksheet showed it was towed in. That was a red-flag number one. I insisted on talking with the manager who assured me it was an error by the person who checked in my vehicle. After a wait of 8 hours, I received a call from the manager saying that the engine of my car was unresponsive. She said she had put two quarts of oil in the engine but it won't run. When I arrived at the shop, I noticed my car key casing was broken and it was taped with a rubber band. The manager handed to me the broken ignition key and she pointed me towards my dead car parked outside Am giving it a (1)Star because the manager didn't charge for messing up my car but she advised me to tow my vehicle to Pearson Honda. At Pearson Honda, I encountered two guardian angels, Shaun and Tony. In 24 hours, the death verdict of my vehicle was reversed without replacing a new engine. Thumbs up Pearson Honda! read more

horrible experience do not take your car anywhere near here. extremely rude customer service held my car for 2 weeks only to say I needed to get it towed elsewhere. the mechanics have problems figuring out how to start cars which I always figured was necessary to learn in trade school. read more

I requested an inspection and a flat tire repair, but after one week of no driving (virtual work & school bc of covid) the tire was completely flat on the ground. I brought my vehicle back in and this time they proceed to tell me that I need 2 rear tires when just the past weekend it had passed inspection with no mention of tire issues or needs. I laughed out loud when they tried to say I needed to buy tires, I asked "From them? Ha, don't think so." These people are either scammers or idiots- it was an absolute waste of time. read more

What a horrible experience with Firestone at 11002 W Broad St Glen Allen, VA 23060. I have been a customer at this location since 2010 and never had such a humiliating and frustrating experience with them before. I was going for a state inspection as my sticker expired. Wanted to get an oil change and wheel alignment done as well. When I called up on 8/18 (Friday) for an inspection, I was told they only do inspections in the weekends and my car wouldn't be done by that weekend. They suggested me to drop the car next week, so I called them up again and dropped off the keys on Thursday evening 8/24. I was told by the front desk lady (forgot her name) that I was 4th in the line and that my car would be done by Saturday for pickup. Called up on Saturday 8/26 in the afternoon for a status and Mr. Kevin really gave me a hard time. He was not ready to listen to me that I have been waiting on my car and that I was 4th on the line. He rudely asked me to pick up my car and he can do nothing. He mentioned there are 3 cars ahead of me which was the case on Thursday but the inspector was working all morning on Saturday. His attitude was like "I don't care" and there was no explanation why it couldn't be done on that day when I was 4th in line. I had no choice but to end the call and just wait for Mr. Kevin's blessings to call me back. I knew they would not touch my car on Saturday. Now here is the worst part coming to Sunday (8/27). Anyone would think that since my car has been sitting there since Thursday (4th in line), it SHOULD BE done on Sunday! Well, another technician named as Mr. White (probably) told me that there are 5 cars ahead of me now! Really??? I tried to explain the situation and asked him to provide an explanation why there would be more cars ahead of me when mine should have been done by now. He couldn't give me any details and said "It's definitely not going to be done by today (Sunday) and I have to either leave the car till next Saturday or simply pick it up without any service". He told me not to waste his time. Believe me, I was shocked and kind of speechless as I NEEDED to get my inspection done at least if not the oil change and wheel alignment. I just have no clue why they couldn't follow the queue (which they created and gave the word) for inspection and why their customer service became so horrible and frustrating with no respect for anybody's time and word. It seemed like they don't want me there to get the services done and they don't care losing a customer. I am sorry to say, its kind of humiliating these days dealing with Firestone. No other choice for me so, I am going to pick up my car without any more fuss or complaints as I know for sure nobody really care anymore for anything. I just wasted 4 days and still nothing gets done. I needed my car on Monday as I need to get to work. If someone monitors this feedback, I just have one small request. Please take it up with higher management as you are for sure losing customers unless you really care. This wasn't the case before. I AM NOT COMING BACK AGAIN. Sincerely, Arjoo Bandopadhay Customer since 2010 read more

Crooks. Liars. Stay away! Had a flat tire took my car in to have a new tire put on. Was quoted an out rages $250 for the tire and the mounting and when I asked them for a breakdown there was a $26 roadside assistance charge. I asked them what is that and they said oh that comes with your tire package I did not ask for it nor did I want it. Then when they got my car up on the lift the manager came and said he had to replace two tires that was the rule in the owners manual. That is an out right lie. I told him to put the donut back on and give me my truck. This place is ripping off everyone who walks through the door. The only reason I went here is my vehicle came with firestone tires new. I went to Costco and get four new tires for barely the price of the quoted two tires at firestone. read more

Today when my boyfriend was on the way home from Chester, he heard a meow. He pulled over and found a kitty in his undercarriage. He got her out but didn't see where she went when she was down. He called me and I assured him she took off. Well, I was wrong and he got on 95 to come home and heard the meowing again. He pulled over and tried to get her out but couldn't. He called animal control but they couldn't assist him because his car was so low. He called me again panicking because he didn't want to hurt it but had to get home and they kept telling him to go home and figure it out. That was the longest and most stressful drive. I finally thought of taking it to a mechanic to get it lifted so we could see better. Well it was Sunday and every place was closed! :( except Firestone. I called and they immediately said come straight here. We pulled up and they pulled the car right in and started to figure it out. Dwayne didn't even hesitate and worked tirelessly along with other staff to get the kitten out. I'm talking 30 minutes trying to free it. They finally got her out and saved her life! We will now be parents of a kitten but couldn't have done it without the crew here! Thank you guys so much for helping and saving her life. Her name is now Infiniti (the brand of his car and how tough she is!!) read more

Firestone Complete Auto Care - Tires Near Me - Richmond, Virginia

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I went to this Firestone location for a state inspection one morning in January. I initially was extremely dissatisfied with my service. I was initially told that my vehicle would be ready in the early afternoon. I even called later on, to check on the status of my vehicle and was then told that it wouldn't be ready until later, around 4pm. Four pm came along and I went into the store and was told that my inspection would not be done that day and the inspector was about to go home. I was annoyed that my whole day was wasted and that the staff at Firestone did not communicate with me properly. A couple days later I called Firestone and spoke with the manager; I think his name was Mark? He listened to my qualms and assured me that the next time I was able to bring my car in, he would take care of me. I was able to bring my car in a couple days later and Mark immediately got my inspection done and changed my oil, all for free. Mark's hospitality changed my mind about the service at Firestone. I am thankful for his kindness. read more

An awesome place to go if you have so much cash you don't know what to do with it! $75 for an OIL CHANGE. I went here because I'm new to the area and was super behind on getting my oil changed. Nobody called me to tell me my car was done so I called myself at 5 pm... I had dropped off the car at 11 am. When I complained about it in the review I received a phone call from their customer service telling me that my car can "only" take synthetic oil. I drive a 2012 Toyota Corolla so obviously, that's a lie. "Manufacturer's recommendation" is always going to be the nicer product, and the customer service rep who called me acted like I was stupid for insisting that I've always gotten regular oil. I'll admit I'm young, and I'm a female, and I didn't do my homework. I didn't realize that synthetic is the more expensive oil, so that's on me for signing off on it. But I was not told the price beforehand, and then afterward I was told my car NEEDED that kind of oil, which is a blatant lie. I don't have this kind of money and to say I'm extremely upset is an understatement. Everyone involved in this should be ashamed. If I could siphon the oil out of my tank for a refund I absolutely would. I feel swindled. Hope they get good use out of that money while I work overtime to cover the cost! read more

Avoid Firestone Complete Auto Care at All Costs Today, I decided to do a review of Firestone Complete Auto Care, which bills itself as full-service vehicle maintenance and car repair shop. However, much to my chagrin, it turned out being a nightmare, reminiscent of a Stephen King movie. I live in Richmond, VA, a mid-size southern city, with a twinge of Yankee elitism. Like clockwork, every May I take my car to an Auto Repair Shop for a safety inspection. For the last two years, I have taken my vehicle to Firestone Complete Auto Care located at 4910 W Broad St. Richmond, VA 23230. I usually deal with a high level of incompetence and rudeness when I visit, but since it is 3 blocks from my house, I just deal with it. However, when I visited on 4/12/2019, they took their poor customer service to a whole new level. The afternoon before, my car was hard to steer, my check engine light came on, and upon further inspection under the hood, I noticed that my drive train belt was partially torn. The next morning, I called Firestone and told them that my car's drive train belt needed to be replaced, and it needed a safety inspection. The manager told me to drop it off, and they would take care of it. I dropped it off around 7:10 am. I asked how long it would take, and he said I would have my car back by that afternoon. Fast forward to 4:00 pm on 4/12/2019 and I received a phone call from the manager stating that they could not fix the car, as there was an oil leak that needed to be fixed by the dealer. Fine, no worries, things happen. However, you originally told me that the work would be done by closing and now you are telling me that you can't repair it? The Firestone Complete Auto Repair website clearly states that they do a complete engine repair so you would think that fixing an oil leak would be a walk in the park; right? Wrong! Again, no worries. Since I only live 3 blocks away, I told him that I was heading that way to pick up my car and to discuss why they couldn't fix it. I arrived at the shop at around 4:15 pm and the manager was busy in the back. I was first in line, but after he emerged, he ignored me and helped the person who was in the queue behind me, even though she acknowledged that I was first in line. I waited 45 minutes, and it's like he disappeared. I asked another customer service representative to help me, and once they looked up my account, there were limited notes to go by. The only thing that the manager noted on my account is that "The customer has an oil leak that needs to be fixed by the dealer." I ended up waiting another 30 minutes and finally I left, with some parting words that chided them for their poor customer service and lack of human decency. It is as though they did not care how much they inconvenienced their customers. I don't know what type of training Firestone employees receive but let me say that it is elementary, to say the least. They know nothing about customer service, task management, etiquette, etc. If you are looking for a place to have your car repaired, avoid Firestone as though your life depended on it. If you don't, you will leave there feeling like you have been violated and made to feel like you are less than a human being. If you don't believe me, check out their customer reviews on Yelp; they have an average review of 2.5 stars out of 5. Yikes! read more

I called and scheduled an appointment to have my tires rebalance and redo the front-end alignment and oil change because of poor service on my first visit 8/28/21. An employee by the name of Jody F worked on my car, he left oil inside my car, on the door and steering wheel. On top of that, he kept talking to his teammates leaving my car unattended. I asked Maria three different times to tell Jody F to finish working on my car. When I finally got my car back and while driving home, the tires were not balanced correctly. I called to schedule another appointment for 9/4/21 to rebalance the tire and the alignment that was not done correctly. When I arrived I gave the service manager Gino my name. Tech John worked on my car this time. He drove the car in the garage and put the car on the rack. The first time I walked to the front of the store near customer service to check on my car I saw John looking at the tires so I thought he was getting ready to do the balancing. I went back to the window he was still looking at the tires with a flash light. I was going to say something to the service manager, but decided not to; I wanted to see how this was going to play out. I waited a few minutes looking to see if he was going to work on my car. Again, he got the flashlight and continue looking under the car. He never took the tires off of the car and did not do the balance of the tires after one hour. He drives the car out of the garage knowing he did not work on the car but he wanted me to think that he did. The service manager was in the garage the entire time he did not say a word to John. This is how they operate when you come back to have something reserviced. This is my third bad experience there and I have been coming to this Firestone Willow Lawn since 2001 never had a problem. I always had received great service and the work on my car was great until now. I will not come back to this Firestone. This location has new, young, employees' that are unexperienced with poor customer service and a "I don't care attitude". I now don't trust service techs John, Jody F and Gino, the service manager. All have poor customer service. There is no excuse for John behavior, he has been with Firestone for a while. read more

I've been coming to this location for a few years and am always happy with the service and quality of the work. My appointments are consistently kept on time, and I never feel pressured to buy additional services or parts. I don't know a lot about cars, so I appreciate that I don't feel like I'm getting taken advantage of. I came in for a routine oil change this morning and not only was the price fair and the service performed quickly, but they also noticed a lug nut had fallen out of my tire so they pointed it out and replaced it for me. Highly recommend these guys for friendly, fast and fair service! read more

Called and made an appointment. I arrived was rudely told to move my car. Then after being quoted 30mins I am still waiting as almost an jour and a half read more

We dropped our company road Vehicle off at this location to have some work done. We needed to have the blinkers and bakes checked and a bulb replaced. They said it would take 1 day. 24 hours (1 day) later they called us to inform us that they couldn't do the work at all because their lift wouldn't support our vehicle. 24 hours!!! Our company lost about 10,000 being off the road for an extra day because this company waited an ENTIRE DAY to inform us they are unable to service the vehicle at all! Unacceptable! Clearly not managed properly. Don't waste your time. read more

I was a first time customer and I came here for an oil change, which I had appointment for on a Sunday at 10:00am. I got there at 10:00am and they told me they were running a little behind, so I chose to sit around and wait. It wasn't until almost 12:15pm that I was able to leave with my car. Other than that, I was told that one of my tail lights was out, so they changed it for me. They showed me the light bulb that was pulled out afterwards and I was like "okay I guess it's fixed now," but when I went home, the tail light was still out... So I'm thinking that they charged me $12 to replace the wrong light. Probably going to have to find somewhere else to change my oil. read more

Quick tire installation Ordered my tires from Tirerack.com, had them delivered here, made an appointment to come in and they installed them within a couple hours on a Sunday! The price was what I expected from my tirerack estimate. They tried to sell me on wheel alignment (~$80) but I didn't end up needing it. Do your homework before going in and be wary of upselling. Service 4/5 Value 3/5 read more

I came in today with a flat tire that I'd taken off myself and replaced with the spare. Igor was SUPER helpful and set the expectation that he would try to have the new tire ready by close of business. About 45 minutes later (at the most) Igor called to let me know they'd been able to take care of the tire while they were waiting on a part, or something like that. I came back after lunch and they asked if I'd like them to put the tire on or if I just wanted to put it on myself. I opted to have the professionals put it back on. They had me on my way in about 30 minutes. Friendly, professional staff (thanks for the restaurant recommendation Igor!) and wonderfully efficient service. All 10's on the survey! Definitely recommend them to anyone looking to get tire work done. I'll be bringing my Subaru back for sure! read more

This is the best Firestone ever! Paul and his crew were very exceptional and helpful. I appreciate Paul's honesty and his advice about what to do it was very calming. I won't go anywhere else to get my car serviced but to Paul! read more

Made an appointment to get 2 tires changed and was told an hour wait time and that was extended every time I asked. Ended up waiting over 4 hours and wasting so much time. When I asked to speak to the manager, he refused to come talk and instead left me completely unattended. Needless to say this was a horrible experience and I will never support this company again. read more

Firestone as a whole is a garbage company. I am currently getting my car fixed because a tree branch fell on it. Part of fixing it was replacing the tail light cover because it cracked. It was sent to a family owned business recommended by the insurance company and I got an interesting phone call today. The last time I got it fixed was by firestone and come to find out it had been superglued back together. Yes, SUPER GLUED. They super glued my car back together and it causes many many problems. That is such a lazy cheap solution that I frankly could've done by myself for free. This company scams you out of your money. Another problem I've had is with my brakes. I came in to get an inspection and my inspection was failed because they said I needed my brakes replaced. So i paid several HUNDRED dollars to have them replaced and come to find out they never needed to be replaced and had years before they would go bad. I went and raised hell and got a full refund AND kept the brakes for my next usage. This place is TERRIBLE and honestly takes advantage of people as a whole but women especially. read more

Paul B. Is an excellent employee. He works his tail off and has excellent customer service. Would highly recommend coming in when Paul is working, he is sure to take great care of you. He will make sure what you see is what you get with no sneakiness involved like some other car shops! Will be coming back here! read more

Great for oil change and generic (simple) battery checks and tire pressure. Horrible for dependable service !! Do it take your car to them for any cooling issue as I have done and ended up spending $600.00 for a replacement radiator which never fixed my problem and I continued to be loyal and take car back over 4 times! They countered saying I now needed $1,000.00 repair of entire cooling system- Therefore I argued that what was the $600.00 for. Completely took my money and continued to want more. Disgusted with there service and communication of my car. read more

DISHONEST! Asked for a trailer tire and was told they don't sell them. The honest answer was, "We don't stock them, but we can get one by tomorrow." That's what the Firestone near my office in Innsbrook said. They continue to be my preferred service provider. read more

First of all, I went in right when they opened at 9 to get four new tires on my car. The car wasnt ready until 2 (5 hours??? What the hell?). They also insisted on replacing two lights in my car and giving me an alignment. The tires were supposed to be buy 3 get one free (each tire was $150) so I figured I'd be paying around $500. Nope, my bill was SEVEN HUNDRED DOLLARS. Ridiculous. This place is a rip off. Unless you're ready to argue and haggle over prices and outright say no to them you're going to pay out the ass for whatever you're getting. Oh they also give your phone number to a different company without your knowledge (apparently this has been a problem with Firestone). It's an 866 number that will call you all day long while you're at work but when you call back there's no option to speak with anyone. 866 numbers also bill you for the call rather than the person calling. read more

My husband and I are new in VA from Seattle. Not knowing anyone or having any mechanic suggestions we went into Firestone needing a state inspection. After an almost 4 hour wait they told us we needed 800 worth of work done to pass inspections. Then 45 minutes later they said they found yet another issue and it would be almost 1300 now. We didn't know what else to do and went ahead and had the work. All a bunch of silly issues that added up to a huge bill. 2 days later I notice the inspection sticker they provided had the wrong vin number listed. I called and asked if they could change it. They said bring it in which I did. Then the inspector says it was too much of a problem to change the vin in the system and refused. So now my 1300 sticker is incorrect having the wrong vin listed and the refuse to fix it. DO NOT EVER GO TO THIS PLACE. HORRIBLE!!! read more

I received a call from this firestone after my original review. The following were discussed: First, Justin was very apologetic for the quality of the work performed and the fact that I had to fix things behind them. Second, he offered a refund. We worked out a deal in which I would be refunded for all charges associated with the install of the front upper control arm bushing. I thought that this was a fair resolution since the remaining charges were attributed to the front sway bar links. Although these links were had nothing to do with the death wobble, they were indeed in need of replacement and they were installed correctly. Lastly, we discussed the parts situation. While he explained that Firestone is responsible for setting the parts markup, I made the point that choosing expensive parts while there are less expensive quality options available in the system goes against consumer interest. I'm now sure that there was no malice in this action, instead I now think it was just one of those things where you pick the first part that pops up on the screen. As far as the labor rate is concerned, this firestone charges $118.00 /hr labor on mechanical work. According to the Washington Metro Auto Body Association the labor rates for mechanical work in the Richmond area is anywhere between $60 - $125 with an average of $84.53 (http://wmaba.com/labor-rate-survey/). While this firestone's labor rate is within the range of this survey, it is in the high end and well above average, as I suspected. Now, a higher labor rate is not necessarily a bad thing. If you have skilled technicians that fix things correctly, you're going to charge a premium and as a consumer I would pay a high labor rate if I could trust the repair. That is why dealerships normally charge high labor rates. In this case, the labor charge was high and the quality of work in this instance was sub-par. However, to be completely fair, this is my first time here and this might have been an isolated incident. But, I'm still apprehensive about having this firestone work my vehicle, since I just don't have the time to do this again. Overall, I'm glad that this firestone was responsive to my complaint. Justin treated me well, he was polite and professional. My total bill was reduced to $200 instead of $400. Because of the good customer service, I have to increase my rating to two stars. In the end this whole incident has cost me dearly. Because of the timing of the incident I had to rent a car for military reserve duty over the weekend (@ $170 tot.), and had to spend several hours of my time, during final exam week, to repair their work and ultimately to repair the problem. I'm very relieved to finally have this issue resolved. read more

Went in for a state safety inspection. They called me and told me I had over $600 worth of repairs that needed to be done! Well, I'm not just going to give someone that much money without doing my homework. They said if I didn't get the work they'd fail my car and I'd get a ticket. I took the risk and I'm so glad I did. Took my car to Leete's and they told me the biggest issue (broken motor mount-$450) Firestone claimed I had was not even broken at all! They changed the bulbs that were actually burnt out and my bill came to $105. Take your car to Leete's for a fair and honest service. I will never return to Firestone. read more

I've been going to this place for 10 years, and they are the best. I went in today for some routine maintenance and a state inspection. As usual, they recommend stuff that might be fixed, but they don't push you. I feel that they don't try to fleece you like some other places might do. Also, they've always done good work for my cars. I went to the dealership where I bought my car for service the 2 years after buying the car. They offered free inspections, so what the heck. Both times they underinflated the tires to the point that my car told me the tires were low. The last time they undid a cover underneath the car and didn't refasten it. I had to drive with this big metal thing spewing sparks all over the street until I could get back there for them to fix it. Two years in a row was enough for me - back to Firestone on Broad for me. The technicians have always done a perfect job on my car. Kudos to Calvin for my recent visit: he did a killer job on everything I wanted done. Also, Paul at the front desk is the best kind of front desk guy Firestone could have. He was knowledgable, friendly, helpful, funny, and just a great guy to deal with. Hey Corporate - give this guy a raise and keep him forever! read more

Went in for a new tire after our poor car was brutally attacked by the roads in Richmond. Customer service seemed great - the gentleman at the counter was pleasant enough and their ability to get our car service within the estimated amount of time was dead on. HOWEVER. They claimed our tires were run-flats, in an attempt to get us to spend over $100 more than necessary (they are not run-flats). Also, they broke the emblem off of our MINI wheel covers because their mechanics did not know how to properly remove them. Did they say anything? NOPE. Sure did not. So let me get this straight - in 2014 we're still dealing with automotive service centers that are trying to take advantage of customers, charge them excessively for things they don't need AND damage their property? Neat. read more

This station is a joke. Allow me to explain... Previously, I worked for a company that used this specific location for their auto care needs. I brought in many of our vehicles for multiple (yet simple and basic) maintenance needs. Upon receiving their bill I would be shocked at how much the cost, and still we would bring the same vans back for repair for similar issue. Recently I used this location for my personal automotive need. What a disappointment and a rip off. Here's the breakdown: My check engine light came on. I had an electronic reader diagnose the issue. Specific code code to Hondas of my make and year specified an issue with coolant temp regulation. I explained with 100% certainty that fluid levels were good, no overheating or leakage. To be safe, I brought it to this garage and asked for their diagnostic services to help remedy the situation. They're response: " you're engines computer software is out of date. We can't do anything until you get it upgraded so our equipment can read it." So I payed their $90+ engine diagnostic fee. After multiple consultations with other specialists, they confirmed this particular Firestones conclusion was utter B.S. I went to an Advanced Auto, purchased a $25 sensor. Which, btw, they ran a diagnostic FOR FREE. Told me exactly what every other specialist told me, and now I have the part and was able to install the part myself, no thanks to the "professionals" at Firestone. read more

If slow service had a synonym it would be this place. Holy crap. Really nice staff though!

Put my battery in my non starting Toyota within the day without an appointment. They are super helpful and car was ready by 5 on Sunday

I am extremely upset. I took in my 2012 Ford Fiesta in last Sunday in a rush- my rear door latch unexpectedly stopped working. I took it to Firestone, as I had been a loyal customer for years. Not only did this location keep my car for an extra two days later than they promised, but they failed to mention that the part was under a recall notice, which they would have been notified about when they called the dealership to have the part shipped. What could have been fixed for free ended up costing me $300. I am extremely hurt, because I have routinely used Firestone. Please do not trust this branch of Firestone- they are obviously untrustworthy. read more

Awesome, honest staff. I went in thinking I'd need a new tire. They adjusted my tire pressure for free after the Honda dealer botched all 4 and had me back on the road within ten minutes. I'll definitely be bringing all future tire needs to these guys! read more

if only it was possible to give no stars. DO NOT ever go here. I went to get my car inspected here in february and they told me I needed new front brakes and a new right tire. when i tried to asked them to tell me exactly what was wrong they gave me a huge attitude and told me if i didn't get it fixed right then and there ($300!!!) I would fail my state inspection. well fast forward to now, not even a year later, my front brakes were so terrible i just had to change them the other day and they still said Nissan on them soooo I know they never even changed it also the tire they gave me keeps going flat. do not ever go here!!!!!!!! they for sure definitely take advantage of their women customers read more