Although the reason why I'm here was a negative one, my experience here on my first visit was a very positive one. On a Saturday night while on my home, evidently a nail decided to hitch a ride with me on one of my tires and I received a warning that this tire was low on pressure and needed air.... after stopping to put air in my one tire, I safely returned home and was looking for a place who could repair/replace my tire on a Sunday. After several visits on this Yelp site, I found Firestone in Aiea and went on their website and booked an appointment online for Sunday afternoon. When I arrived for my appointment (about 10 minutes late due to my faulty tire), I was greeted warmly by CJ and while I was waiting for the service, the other employees on duty at the reception counter also greeted each customer warmly and very courteous. Service for the job was within the quoted estimated time and the staff were very courteous and professional all-around. I hope I never have to experience what I went through again; but, if I do, this is the place that I will definitely return to. read more

Dishonest. Son took car in for alignment (lifetime), Firestone said they couldn't align because driver inner tie rod had "play." Had son bring car home for me to double check said tie rod, absolutely no "play" whatsoever. Called Firestone back to let them know my findings, said to bring it back the next day and they'll show me the "play" When I got there they wouldn't let me in the service area to show me, only for them come back and tell me it is actually the steering linkage that has "play." They wouldn't address my concern on them denying my son the alignment the previous day because of the "play" in the driver's side inner tie rod. I believe they weren't honest and therefore requested a refund on my lifetime alignment with them. Within the hour, drove to Goodyear Kaneohe and got son's car aligned. read more

I've been here on numerous occasions to purchase tires and to get my flat fixed (unfortunately, more than once). Prior to my most recent visit, I had visited another business to get my oil changed, change my car battery, and change my wiper blades. Let me say that there was a reason why I never went back to that other business in over 10 years... one reason: every time I've gone there I've gotten a flat tire - they must not sweep up their work floor very well or something. Anyway, back at Firestone for them to fix the problem. Had gotten tires from them before and had warranty on them. I didn't have an appointment but they graciously took my car in and estimated 3-4 hours before my car will be done. I left, came back, and it still wasn't done. But you know what, this place is busy. And rightfully so. They do good work and I have not been let down. Understandably, the time they gave me as an estimate was not the most accurate, but I was in no hurry. And besides, I didn't have an appointment and they were still able to help me out. Businesses that provide services (such as Firestone) may have unexpected issues that arise during the course of the day - that can't be helped. So, I waited for another 40 minutes or so, got my car and went on with my day. Bottom line: they do good work and they're only human. Don't give them grief if your car isn't finished on time. Better to be thorough than to get a rush job that isn't great. If you're in the market for services for your car, don't pass up on this Firestone location. There's a reason why I keep coming back here after all of these years. And if it's something that you can make an appointment for: do it. read more

How can anyone like this place? They ruined my husband's car. Went in for a simple oil change. They put the wrong oil in, didn't clean the air filter it even look at it and the levels we awful. The jeep now shutters violently when it's backing up, a weird water gurgling noise when the car starts up, and we took photos of oil leaking. This never happened before. We have a claim set up with Firestone. I have photos of everything! We kindly went in to report these issues and the manager yelled at us. we reported him to coptate. Jeep in evaluating the jeep now. Do not go to this to this location if you value your car. Oh and on top of all of this is took them 4 hours to do an oil change. Worst place I've been too. read more

Swift and professional service. Ashley was awesome. Took time to be thorough was very knowledgeable.

Best Firestone I've been to, quick and easy check in. Went in for a wheel alignment and it was done faster than any other mechanic shop I went to in the past. Ask for Christian! He'll take care of your needs. read more

Theyre open times are subject to employees waking up. Says Open @7am but you'll be lucky if someone makes it in by 8. Go to Lex Brodies.

If i could do 0 stars I would. Showed up to our appointment for a safety check an hour early, realized we forgot our proof of insurance, asked if we could get it real quick, they said they were behind on appointments so, we have to reschedule...I was ONE hour early and all because they were behind on appointments, I couldnt be seen at my actual appointment time. The supervisor had the same horrible attitude as their workers. I recommend never going to this firestone or any firestones at all. read more

From terrible customer service, to questionable pricing practices, this Firestone deserves negative stars. They are very difficult to reach by phone and was placed on hold repeatedly for extended periods when someone did answer, had to call numerous times to get someone to assist. I was quoted a price on the phone for work I wanted complete to include an all four wheel brake replacement (rotors and pads) only to be told a price about three times that amount when I went for my appointment. They did a quality brake job is the only positive. Then I needed wheel stud replacement when they already had wheels off and they charged for full labor of the job even though it was likely result of Firestone overtightening lug nuts from a previous job. It's about a 45 minute task if wheels are on vehicle so their repair for labor cost me more than a quality attorney charges by the hour (well over $300) but I was in a bind and felt hostage to their price since I needed my vehicle back in running order. I would have been better off going to the dealer and have done so since for other work. read more

Same rating due to weak customer service. I have been a true Firestone advocate but the service at this location needs help. Until then my friends. read more

This location is just as bad as Dillingham. I called and I was placed on hold for 10 minutes and I finally hung up. Called again and same thing so after the 4th time I just gave up and went somewhere else and it was the best decision I made. Never will i do business with Firestone. read more

Hands down worst experience ever at firestone. Ft Shafter Rocks, these guys... no way... called Donna asked about tires, needed them asap, wanted to order etc, she went through everything said she would call me back. Never bothered the next day. Tried calling leaving a message for her. 1 and a half weeks went by nothing. Forced to buy tires on the mainland and ship them here. Cost me a couple hundred bucks more they didn't care when I called. Didn't even apologize to me. Didn't care one bit. She answered when I called to have my tires put on told her what happened she put me on hold another guy answered I told him. He didn't care. Bad bad business Firestone. You lost me and my whole family as customers. read more

Called to set up an appointment for alignment. I was told over the phone that I was to receive a lifetime warranty alignment, even though my car is lowered. I get there on time for my appointment and the guy tells me he doesn't want to try because my car is lowered. Wouldn't even look me in the eye. They're lazy. Terrible service and can't keep promises. Never coming here or recommending it to anyone. I hope the rail puts them out of business. UPDATE: Took it to Island Brake and Alignment down the road. GREAT SERVICE. Had it done quick and ran into 0 problems even though it's lowered. Don't attempt to take your car to a lazy good for nothing shop like Pearl Kai firestone. read more

Very busy location, not always available but they do good work and they stand behind their repairs. Just had my brakes done when something related failed soon after and they took care of it. Honest and fair. What more can you ask? read more

So I'm your stereotypical young, female car owner who knows almost nothing about my cute little Mazda 3. It sucks to be taken advantage of- that gleam in the auto mechanic's eyes as he lets out an evil guffaw when I come bouncing up to the counter is a bit off putting, I must admit. I also hate having to listen to a bunch of jargon being thrown around that means absolutely nothing to me before they shake their head and sigh out of exasperation. I'm sorry, but I didn't go to school for mechanics! I just want whatever is wrong with my car at the time fixed and for a fair price. The End, ya know? Let's not waste each other's time! Firestone over by Pearl Ridge did a great job in not wasting my time and providing friendly, decently priced service. I went to Shell on Ward earlier last week to have a safety inspection. I don't think I've ever had to stay in the car and run through everything with the mechanic before, but this guy made me do just that. He abruptly ended the check when he got to my front tires and told me they were "no good', handing my papers back and just walking away. Needless to say, that wasn't the best way to start my day. I called Firestone in Aiea because I had been approved awhile ago for a credit card for Firestone when I lived on Schofield and gotten a service done, and apparently this Firestone did all car services AND safety inspections! Kill 2 birds with one stone, save 5% and have 6 months no interest to pay for the services. I'm loving it. Vance was the receptionist who helped me out and he was the best. Very friendly and helped me with everything and made sure I left with no questions. After all was said and done, I had 2 new tires, old tires rotated to the front and new ones to the back, they peeled off my tint in the front which was already kinda hanging there for no fee (which meant no tint fee for the safety inspection), aligned my tires for me (way overdue), and my safety check was done for me, while I sipped Starbucks and had an adventure in Bed, Bath, and Beyond. All for about $320. Winning! Much appreciation to Firestone Aiea, for all your help today. :) read more

Same story, different day. If you want to save money, you will pay with your time. You will just have to figure out what's more important to you, your time or your money. For me, I tried to save a buck and wasted half the day waiting. Tire change, safety inspection. Appt. time: 8 am. Time told it'd be complete: about 10:00 am Time they actually even started: 11:30 am Time they actually completed: 1 pm. Total wait 5 hours for a 2 hour job. Alignment check: Appt. time: 11 am. Time told it'd be complete: 30-45 mins Time they actually started: 12:15 am Time they actually completed: 12:45pm Total wait 2¾ hours for a 30-45 min job. If it's gonna take till after 10 o'clock to even start service, why did I make an 8 o'clock appt? I don't like my time wasted, and I don't think anyone else does either. But multiple reviews say the same thing. They get 2 stars for being the cheapest in town. Word of advice Firestone people, tell us 4 hours if it's gonna take 4 hours. Don't say you'll be done by 11 if you're not even going to start until 12.. And take the "People love us on Yelp" sticker off of your door. read more

I am a long time member of firestone and I have never been more upset with the service members than I have been at this Firestone. When I first moved here I took my car for an oil change and two days later I checked my oil and it came out black. I took my car to a new service provider and they said my oil had not been changed in months. I called Firestone to complain and they called me a "liar" and refused to listen to me. Even worse was their customer service in an emergency. My wife was driving our car when the tire burst, she changed the tire but our spare was also flat. She was stranded one block from Firestone, in a rainstorm and called Firestone. They told her that they do not "prioritize people who do not make appointments" and would not help her that day. She said she was on the side of the road in the rain and asked if she could walk there and buy a spare tire to just get home. She was told they "would not sell her a new tire until tomorrow" because they were too busy and that she should "call someone else." read more

I am writing this review in behalf of my good friend. His car started breaking down so he dropped it to this shop on a Monday as walk-in. The rep said that they will call my friend later on that day to tell him what the car's problem was. First of all, just diagnosing your car will cost you $120! Anyway, at the end of that day my friend have not received any call from their shop yet so he called them. The rep said that they were "still working on it" and will call back the next day before 12 noon. Come Tuesday then Wednesday, the rep have not called my friend back and when my friend called the shop they said that they could not find what's wrong with the car and they told him to pick it up and take it somewhere else. What a shame! Three days have past and they could not even determine what's wrong with the car!! I mean, their technicians must be very incapable or not knowledgeable about fixing cars! It's like a doctor who couldn't diagnose his patient's illness. So my friend picked up the car and luckily, his dad knows a mechanic and he was able to fix the car for dirt cheap! I bet it's 5x cheaper than what this shop would've have him. Do not take your car to this shop, their technicians don't know what they're doing! read more

Ordered new Bridgestone tires and had them mount them to my after market rims, also had them service my TPMS sensors and do alignment They were unable to do the alignment because my car is lowered, but they were quick and professional when doing my tires There were multiple times where they referred to me on decisions before they took any, kept me informed of any problems and were on top of their game! Despite all the set backs, they made it happen! I will def go to these folks again for all my vehicle needs, Franklin, Clint and the rest of the folks there are the best I've ever dealt with tire shop wise read more

Absolutely one of the worst customer service experiences ever. We had appointments to get our cars safety checked in April and May at 8:30 AM. The safety inspections were not completed for over two hours. We were given no advance warning of the length of time it would take. Prior to scheduling the appointment, Firestone should warn customers the safety check could take two hours. That way, customers can plan accordingly. During our April visit we had to sit on the sidewalk curb most of the time because there are only two chairs in the waiting area. The rock bottom negative experience happened in May. When checking in for the safety check, we were told the insurance card printed from the computer was unacceptable. This is very strange. We were told we had to email a pdf of the card from the insurance company website. We quickly loaded the pdf and sent the email to Firestone, and the clerk checked us in and had us electronically sign disclaimers. The Firestone safety check technician was not in at 8:30 for our appointment, so we decided to kill some time by walking around the neighborhood. Around 9:00 we received a phone call from Firestone. The woman who called was very rude and said they did not receive the insurance card pdf email. If they did not get it immediately Firestone would "pass over the safety check" -- in other words, cancel our appointment. Unbelievable! We resent the pdf attachment email and called to make sure they received it. About an hour later Firestone called and said the safety check was completed. This type of service is unacceptable. Our appointment was for 8:30, but obviously the technician did not arrive at work and start processing our car until 9:00. By the time we got the car back it was close to 10:30. The worst part of all this was how incredibly impatient and rude the Firestone woman was when calling to say the insurance card pdf email was not received. Needless to say we will not be going back to Firestone for any kind of service. The only reason they are getting a two star rating is because the safety checks were completed. read more

I wanted my car to be tuned and asked for the old sparkplugs. After getting into the car I couldn't find the sparkplugs so I went and asked for it. They gave me a set of skinny spark plugs and I was scratching my head. When I went back to the car I did find a set of the same sparkplugs. The car was a Pontiac Trans-Am and this vehicle doesn't use skinny spark plugs and the ones they gave me were Japanese plugs. I always use american plugs (Champion) and is much thicker. read more

David Kim was EXTREMELY helpful! I blew out one of my tires and decided to go ahead and replace all of my tires as it was well over due. This store was the third Firestone I called to look for a specific brand of tires listed on the website, but none of the stores had them in stock. David went out of his way to locate the tires at a warehouse and had them delivered in time for me to have my tires replaced the next day. From the time I called the store to the time I picked up my car, I spoke with a couple of other members of the team including Kim and all were very helpful and informative about the progress of my car and the different options I could choose for future maintenance. David and the team turned what could have been a very stressful situation for me into a pleasurable transaction. I would highly recommend this store to my family and friends here on Oahu. read more

Great experience!! I brought my car in for a routine oil change and scheduled an appointment for 9am on Sunday. Going in right when they open is the best way to beat the crowd and reduce the risk of delays from earlier projects that the technicians may be backed up with. (Scheduling early is always your best bet!) My visit was very pleasant as I was greeted when I arrived. I told the sales associate that I had an appointment for a routine oil change. She even offered me the $10 discount for the oil change even though I did not have the coupon with me. She was very helpful and definitely exceeded my expectations for this visit. Killed time by going to Big City Diner for breakfast. As soon as I finished eating I got the call to tell me that my car was ready. They did not try to sell me any additional services and let me know that everything was good to go as I was paying the bill. I will definitely continue to come back to this Firestone! read more

I have mixed feelings about this place. We've been here twice and both times they've taken over 2 hours to service our cars. However, they have been very apologetic about it and gave us discounts on our bill both times. The first time we called to make an appointment for my fiancé's car and when we came in they took 2 hours to service it. The second time we made our appointment online but called the day of because we were running a little late and it turned out we made the appointment at the wrong Firestone (apparently there's two listed as Aiea). They were very accommodating and let us walk in without an appointment, but said there would be a wait. We left our car and went across the street to the mall and 3 hours later we still didn't get a call, so we walked back to see if our car was ready. When we got there we saw our car still sitting in the stall. I understand that we didn't have an appointment, so our car wasn't a priority but a 3 1/2 hour wait for a 20 minute job seems kind of ridiculous. They ended up giving us another discount, which was great but I'm not sure if saving $5 was worth the wait. read more

Customer service is very BAD! Went for a safety inspection with an appointment, in the early morning. The inspector has zero urgency, moving around so slow. I noticed he finished the car ahead of me early, about 15 minutes prior to my time, then just sat and waited. My Appt time passed and car still not even touched. Then an employee came in, went onto the computer behind desk, he was in personal clothes. Then he pulled his car into the inspection spot and began to receive a vehicle inspection (which took 10 minutes to complete). They didn't even start my vehicle until 30 minutes past scheduled appointment time (which took 30 minutes to complete) and did not acknowledge me at all. I have a fleet of vehicles for work and 7 vehicles at home in my immediate family. I will NEVER return here for any type of service and will highly discourage others from going. I hate being negative about any business, but there was no Aloha and obvious nepotism. read more

Absolute worst customer service!!! Tire prices way too high! Phone service horrible and rude! And she claimed to be the manager and hung up on my husband...twice!! Price double than other competitors per the rude managers quote! I try not to post negative but this had to be heard. And I live in Kapolei but work in Aiea. I will make sure we stay more west side Oahu. Aloha! read more

Very poor customer service . Left my car there to fix but they broke my hub rings .. And someone from the inside popped my double din out and . Scratches my new lug nuts ..... read more

Oh Firestone, there are times when you are worthy of all five stars that a yelper can give, and there are other times when I could give you negative stars. It's a hit or miss with this Firestone. Service can be awesome and timely, with not a single snag, and at other times, they give you a wait time estimation of two hours, and it ends up taking six (yes, I said SIX). I've only done oil changes and diagnostics here, but ever since the day it took six hours, I haven't been back. My days off are too precious to spend them without means of transportation. On the days they're good, though, they are fabulous. They are as good as it gets. Great service, thorough and uncomplicated, well-priced, and quick. As for the gamble, well, if you feel lucky, roll the dice read more

Jon the sales rep has the worst customer service every time I would come he would always give me a hard time went in for safety inspection told me right away that I would fail I haven't showed him my Papers yet or the car read more

My husband is a loyal Firestone customer. They have a really good credit card program that when you use your card, you have X amount of months to pay it off. It's quite nice if you get stuck with a high repair bill. My husband and I have brought both our cars here for various things but mostly oil changes. They're really fast and they have ample parking and a McDonald's next door to chill at while your car is getting repaired. The employees always call if they need to do additional work to your car which is nice so you can decide if you really need to do it or not. Also, they call when they're done so you can come earlier if they finish sooner than expected. The people are always friendly and usually fast. Sometimes there's a backlog so it's slow when you need to check out. However, the rest of the things are fast so I appreciate it. read more

I really like this Firestone. I bought tires from Firestone and got a great deal. I then began comming back for brake, inspections, and other services, because their customer service is great. I also like that you can book appointments online (except safety check) and there are a bunch of online coupons as well. read more

I had an appointment schedule for 8am....car didn't get touched until 8:45 and it's now 10:35 and it's still not done!!! I've been doing tire rotation and alignment with them for 10 years and this is how it is when you have an appointment!! Ridiculous!!! read more

Although, I spent more than I expected, the service here was great. Greg was working the desk where you check in and he was very professional and talked to me while I waited. Nikki was my service tech and she was great as well. I had to purchase two new tires, an alignment and I also did an oil change. Nikki came in to let me know how far she was. I was so happy with her service, I went and bought her a soda next door. I bought the lifetime wheel alignment, which is $170. I think it is worth it since we have such bad roads out there. I am glad I will be coming back to this shop for servicing. read more

Always AMAZING service!! I am frequent patron of Firestone in Aiea & they never disappoint. I just took my mom to get new tires there and she commented on how impressed she was as well! read more

I went to the NEX for 2 new tires and was referred to firestone because they were having a special on the firestone perfonce tires I needed. Everyone here had great attitudes which makes life so much easier. Even with the special going on, i spent a little more than i planned for the 2 tires but I do believe in quality before quantity so it was worth it. I was helped by Greg who had great customer service skills and explained everything i would be paying for. All-in-All, i didnt feel rushed or robbed. I waited about 2 hours because I was a walk-in customer, but with the mall across the street it was easy to kill time. read more

If I could, I would cut that star in half, and it would STILL be too big of a star to rate. All I wanted was to replace a flat tire... the tire technician was efficient in taking my tire order. Needless to say, the work done on the replacement itself was much less than satisfactory. I go back the next day to take back my tire, but one of the technicians accidentally outlined a circle scratch on the outside. I basically went there (not to mention that I HAD TO CALL, because THEY forgot to call me back) and they sent me back home because they needed another day (was actually two days) to work on fixing the rim... The day I received my tire (which would be today), they would have reinstalled it into the spare tire holster, but the power JUST HAD to go out. I thought "no problem, they have other non-powered tools to work with". 10 minutes later, the technician said my truck was ready. Turns out they just put the spare in my truck bed, which only takes about 3 seconds to do, blindfolded. I could go on, but I just don't understand how others were treated better than my work order...HAPPY FREAKING HOLIDAYS!! read more

Made an appointment for mid-afternoon. Surprisingly, when I called they had the very rare run flat tires that I needed for my Corvette in stock. While I was en route, I received a call stating that they were pretty backed up. I asked for an estimate, and was told 2 hours. Since I was already committed, I decided to stick it out in their small waiting room. The parking lot is a nightmare, but understandably it seems like just about every business on Oahu lacks space. Fortunately, they had wifi--albeit very slow wifi. Luckily, I picked up a signal from the hotspot you get if you subscribe to Time Warner Cable from the McDonalds next door. There is also a Chevron next door where you can buy snacks. The estimate ended up being inaccurate, total time waited ended up being almost 4 hours for two front tires. I had to walk them through the TPMS reset procedure, and once I got home I waited for the tires to cool down and realized that they were inflated with the incorrect tire pressure--which was clearly written on the door jam. read more

I initially would have agreed to all the 1-star ratings due to the horrible customer service and rudeness by their employee John but after completing the survey that Firestone emails you after a visit, I was surprised to get a call from Manager Luis who went above and beyond to make things right. He took such good care of me that I even brought my 2nd car for repairs. So if you're gonna come here, it's important to make an appointment and only deal with the new Manager Luis, and respond to the email surveys! I saw that John got a good Yelp rating just 2 days ago, so that tells you Manager Luis is handling any poor customer service issues on the spot. Take advantage of their lifetime brakes and lifetime alignment, especially if you're gonna keep your car for awhile. Receipts and quotes are all digital now via email. read more

I used Firestone to get my vehicle registered in Hawaii, which is quite the experience. I made an appointment both times and both visits were super easy. They were busy both times, but I was still in and out very quickly. The service technicians were very good at explaining everything to me. read more

I should've read the reviews before doing business with Firestone, but you'll see why if you read on. Disclaimer: I'm sitting here in the Firestone lounge and have time to kill as I write this review so feel free to skip to the end if you just want the summary. Long story short, it took almost 26 hours to get my truck back and all I needed was ONE tire changed due to a nail in the sidewall. I would've went to Costco but they didn't have the same tire I needed. Lex Brodie's doesn't sell Bridgestone tires. That led me to Firestone. Since I didn't want to drive a lot with a nail sticking out of my tire, I called the Aiea Firestone to ask if they had the tire in stock first. The person I spoke with asked me for specific tire information while he checked the computer so I believed him when he said they had it in stock and to come on down. I got there a little after 3 PM Saturday, and Erik was the customer service agent who helped me in person. He was really nice; he came out to my truck to check the tire damage and model. I showed him how the nail was sticking out from the sidewall surface of the tire that faces inward. He laid on the concrete to get a better look and asked me how my tire pressure was. I told him that it was fine, that my tire pressure light hadn't come on. He said, "Are you sure the nail punctured all the way through? Maybe it hasn't." Mind you, three other tire people had previously told me not to mess with the nail. But anyway, Erik went ahead and fiddled with the nail and all of a sudden I heard a psssssssssssss sound. He made the sound stop by shoving the nail back into my tire. Well now that's how you make a sale I guess because I really didn't want to drive my truck around anymore until I had a new tire on there! We went back inside the store and come to find out THEY DID NOT HAVE THE TIRE. Erik tried to sell me another tire that was cheaper but I hadn't even heard of the brand name before. Plus, the reason why I went to this Firestone in the first place because they said over the phone that they had the same tire! Anyway, Erik called other Firestone locations and the only one that confirmed they had it was Kaneohe. He asked me if I would like to drive over there and have them change my tire out in Kaneohe. I said no (because hello, you just released air out of my tire when you pulled the nail out)! So Erik said he could drive there, get the tire, drive back, and they could put the tire on for me at the Aiea location where I was at, all that day. Wow, that's what you call 5-star service I thought. So I gave the okay and was going to do some errands in the meantime. Not 15 minutes later, Erik called and said he miscommunicated about the timeframe and they wouldn't be able to finish my truck that day after all. But, he reassured me that he would personally pick up the tire first thing the next morning and get it onto my truck asap. Next day. Sundays they open from 9-5 but when I called at 9:45 a girl said they were leaving in about 30 mins to go pick up the tire. At 1:45, Erik called to say he picked up the tire and asked if I needed my truck back by a certain time. I know it must've been a hassle to get the tire so I just said no problem, that I needed it back that day for sure but time didn't matter. In my head though, I was thinking that my truck should've been first in line for maintenance since it was there since 3:30 PM the day before! I got no call after that, which made me nervous because it was already 4:30. My boyfriend drove me down there and I checked my truck first before going inside the store. MY TIRE WAS THE SAME ONE WITH THE NAIL INSIDE IT, just moved to a different parking spot. I mean, seriously? I went in to inquire and Erik said that my truck would be the next one pulled in to get worked on. My truck finally got done at 5:18 PM one day later. On the up-side, it was really nice that they tested my battery and topped off my power steering fluid after noticing that the cap was loose. I honestly feel bad for the customer service agents who have to keep apologizing to customers for the long wait; I know I wasn't the only one. Something needs to be done from an organizational standpoint, or Firestone is just shooting themselves in the foot. If you read that whole story, my guess is that you're killing time in the Firestone lounge, too. The 2-star rating is because of the multiple instances of miscommunication and the ridiculous wait. Here's the breakdown though: Friendliness of staff: 4 stars Communication: 2.5 stars Value: 3 stars Speed of service: 0 stars Quality of work: TBD but even if it's awesome I don't think I'll be back... read more