There are 2 types of companies out there - Those that that understand customer service and those who don't. Unfortunately for me, this Firestone location was the latter.
I had 4 wheels and 4 tires that I needed mounted and balanced - I called this location, and specifically asked if they would be able to get them done that afternoon/evening, and I was assured and promised on the phone that it would be no problem whatsoever. Firestone was NOT the cheapest, and it was a good 30 minutes away from my house. There are MANY other stores within 5 minutes, who could get them done within a few days, for considerably less. However, i needed them that night, so i decided to give this place a try - my mistake
I get there, and was greeted by a particularly unfriendly representative who balked at the notion of getting them done that day. He told be that since these are "low profile" tires, the require a completely different process and machine, which can take over 1 hour per wheel (this is complete bogus by the way, and a complete lie - the process and machines are identical). He then proceeded to tell me that "maybe we can squeeze them in". At this point, my buddy who helped me drop off the tires had already left (they wont fit in my car, I was stuck or else I would have just left at this point) so I waited around for a bit hoping that they would get them done. After an hour, none of the workers had even started on my wheels, and I observed many of them on their cell phones, in an empty shop (maybe 2 other cars in there tops). I then went and asked the representative what was going on, and at that point he flat out told me that i should leave and come back tomorrow, as they weren't going to even start on them (this was after I had already sat there an hour). So suddenly, Firestone is not the cheapest, they aren't the closest, and they cannot get a set of simple wheels and tires mounted when they promised my they could. Things are looking bad, but they get worse.
I told the representative my situation, that honestly I would have never come if I was not promised same day completion, and that i would like a slight reduction in price for the trouble. He assured me that this would not be an issue, and the store manager would take care of me in the morning. I had no other cards to play, so I had to leave the wheels there overnight. I come back the next day, and talk to the store manager. This gentleman was the rudest, most offending person I have ever dealt with at any company.
When I told him about the phone call / quote of same day completion, he flat out told me that "that is a lie, we would never say that". I was very insulted and offended by this comment. His attitude was horrible. He refused to compensate me in any way - keep in mind, this store is over 30 minutes from my house, so i had an extra hour of driving to go get them. What kind of a customer service agent would call their customer a lier? Clearly, this store has alot to be desired - AVOID THEM AT ALL COSTS. THEY ARE EXPENSIVE, SLOW, AND EXTREMELY RUDE / INSULTING. read more
