Firestone Complete Auto Care

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Address: 31300 3rd Ave, Augusta, GA 30905, USA

Phone: (706) 250-7662

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State: Georgia

Zip Code: 30905

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Reviews

I would liked to have given a 3 star rating, because the manager did seem to want to help and correct the problem, which goes along way towards customer service.  The issue is that they have now created a new location so that patrons can't see the true reviews.  Instead of trying to bury the real reviews, why not improve the customer service and ensure that those who set the appointments and check in vehicles understand what they are telling customers.  

I called to confirm an appointment, which then was rescheduled.  The representative I spoke to went over all the questions I had, including whether there was a tire disposal fee, or any other fees associated with their contractual agreement for free tire mounting.  I was assured there were not, and in addition I'd get a free alignment. I asked for clarity, as to whether this was an alignment check or an actual alignment and received confirmation that this was a full free alignment, standard with tire installation.  I was then told that the appointment would take about 2 hours due to the extra time for the alignment.  My husband waited over 4 hours, was told that the alignment would be a premium after the numbers came back out of alignment in 2 areas, and then was charged for fees such as TPMS stem valve kit and labor, to the tune of 9.99 per tire, plus additional fees for utilizing the balance machine during mounting.  He asked what the numbers for the alignment should be and the mechanic responded "green" instead of with a number range.  Huge red flag, and he declined the alignment.  The manager attempted to correct the situation by providing a discount, from over $70 to just over $40.  I appreciate this, however when a price is stated, the patron should be notified upon arrival what the full charges will be.  This is an issue with the person who scheduled the appointment and gave out false information, and the person who checked the vehicle in for an appointment without quoting charges.  Of course, you can't leave without paying, right or wrong, so my husband paid the $40 and had to sign the paperwork.  One of the forms states that he was informed and verbally agreed to any charges not on the original quote.  He was never given a printout of the original quote, nor any quoted amounts until going to get the keys.  I was verbally quoted over the phone that there would be no charges.  I have no issue with there being charges, I take great issue with being misled and given the wrong information over the phone.  $70 doesn't exactly break the bank, but it's wrong to charge someone for something after they were told there would not be any charges.  After all of that, it also would have been nice if my vehicle left the shop with the right tire pressure on ALL the tires, and if the rims had been cleaned of the grease they used on the balance machine.  I've never had tires installed and left with greasy rims. 

Hopefully the manager uses this information to better train his employees, and communicate clearly with customers.  Accurate time frames, information, and charges upon arrival would really improve the service.

 9 years ago (14-08-2017)

The old man there acts as a scam artist. Told me false claims about my car and told me it would cost a large amount of money to fix. Even offered to sign me up for “firestone credit card” so sleezy

 9 years ago (08-10-2017)

If it was possible to leave 0 stars I would.  Took my husband's truck in for a simple alignment that I paid $80 for. Had to leave the vehicle there all day because "they'd get to it when they had time".  Pick it up, notice the steering wheel is off center and it pulls right.  Take it back a few days later and am told by Heather at the front desk and one of the technicians that there's no way an alignment will stay unless I replace the camber adjustment bolts.  At that time I was told I wouldnt have to pay for another alignment, they'd replace the needed parts and do the alignment free.  Then they let me know they could get the parts from Napa for $131.99 each, labor would be $106, and another alignment would be $145.  I told them I wasn't paying for another alignment, especially not one almost twice as much as my first one so she removed that from my estimate.  I then called Napa who told me they had the parts for only $61, meaning Firestone has about a 115% markup on parts.  So when I questioned Heather why I was being charged so much she said "We don't set the prices. Napa is charging us $120 and we have a 10% markup.  So that is our price, if you don't like it you can take it somewhere else".  I felt like I had to take it back, otherwise I would've had to pay someone else for an alignment, so that's what I did.  After the second service was complete the tech told me the steering wheel is straight and it drives perfectly straight.  Lies!  Driving home I noticed the steering wheel was off centered the other way, and it was now pulling to the left.  The next morning I called to let them know I would be bringing it back again.  Heather told me it was no problem, they'd fix it and also give me a refund because I was not satisfied with my service.  So when I took it in a few hours later I was given my refund, then told "You can take it elsewhere". They messed up two times, gave me nothing but terrible customer service, lied to me about prices, and didnt even care enough to TRY to make it right.  I plan on calling to talk to the manager to let him know about the extremely terrible customer service I received, but I will never take either of my vehicles back there.

 9 years ago (08-10-2017)

Today is July 27, 2017. Just got my car back, these guys are too lazy to put an oil change sticker in my car window or even clean the "new" tires I bought. Please do not go here, there are better options off post. We only came here cause we had business on base, other than that, these guys often complain how busy they are & why the hell does it take 2-3 hours to put on 4 new tires. Ask them for a discount cause you're buying 7 new tires from them & they'll take 10% off of labor only...not even worth asking. I have contacted the CG to ask why are they on post. Boot them & bring in a company that will take care of the military community. I didn't even mention how they broke my sideview mirror on another visit...they laughed at the situation.

 9 years ago (27-07-2017)

Poor customer service. Every time I come in to ask how long something basic like an oil change or to get your tires checked is going to take, the answer is "several hours". Wrong answer. You should have a more precise answer than that so that people can make an informed decision or offer to schedule an appointment at least but you don't even get that from coming in person in the morning before work. If you call your put on hold for several minutes and get hung up on. The Gordon Car Care Center has way better customer service. No wonder more people go there than Firestone. I'm was not asking them
 to fix something major wrong with my car. So, they could at least give you a sufficient answer for basic car care services. I'm also not a retiree and I don't have all day to wait. No, I can't leave my car all day just for an oil change! I work full time and my time is valuable to me. Won't even try going to this place anymore.

 9 years ago (29-03-2017)

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Firestone Complete Auto Care

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