I'm a blind and disabled customer, and this was by far the worst automotive service experience of my life.
I came in for a tire replacement and inspection at Firestone D'Iberville (Store #947516) with a scheduled online appointment and valid coupons. The store manager, Scott, claimed my online quote didn't carry over, refused to honor my 15% off "Tires & Services" 4th of July promotion, and pressured me into buying more expensive Firestone tires after stating that my chosen SureDrive tires were unavailable and would take several hours to source from other locations.
During their "Complete Vehicle Inspection," they broke a brittle air intake hose while checking the air filter. A mechanic named Kyle admitted over the phone that this happens often with wear-and-tear on older vehicles, and told me they'd source the part and call me later in the day.
Then Scott flipped the story. He initially didn't even know what had happened, placed me on hold mid-sentence, and came back claiming the hose had been "previously super glued." He said the technician and mechanic had not admitted to breaking it, and he now had photo proof it was already damaged -- a complete shift in narrative. I was told I owed over $200 for parts and labor.
Scott was rude, dismissive, and combative, placing me on hold without asking and eventually hanging up on me. My wife and mother saw the broken part in person and confirmed there was no glue, just a clean, fresh break. We also have photo documentation from Carvana -- this was a recently purchased vehicle well within the 7-day return period, and the hose was not damaged prior.
Ironically, after I contacted Firestone Corporate, the part was "suddenly found and installed" in under 20 minutes -- despite Scott previously insisting it would take all day to source.
This was blame-shifting, deceptive upselling, and a complete lack of accountability, integrity, or empathy toward a blind and disabled customer. I've since filed a formal complaint, requested a full refund, and I will never return to this location again.
Even if I weren't disabled, this is no way to conduct business -- or treat any customer. read more