Firestone kept my car for over a year without fixing it. While on their lot, my vehicle sustained physical damage. The new manager, Larry, was rude and refused to take responsibility. Corporate support is just as bad. I have spent two months trying to get a return call or email about this damage, and no one responds. As a loyal customer for over 50 years, this treatment is unacceptable.
I want to believe this bad service goes against Harvey S. Firestone's business principles.
Below are the details:
* In May 2025, my car was brought to the Firestone located at 2221 N. Galloway Avenue, Mesquite, Texas for repairs. I paid for the repairs with my Firestone credit card. Shortly after picking it, it broke down 10 blocks away and was towed back to your facility using the Firestone courtesy tow service. Despite repeated follow-ups over the following months, the vehicle was never fixed and remained at the Firestone facility. During this time, while my dad was in and out of the hospital, in November 2025, I attempted to work with the manager to get a vehicle inspection as the registration was set to expire that month. Months passed without resolution. In December 2025, I drove by the shop on the way to the hospital and discovered the car door were left wide open. As a result, the interior suffered water damage, and items in the glove compartment were rummaged through. Now the glove compartment door does not close. When I brought this to their attention, nothing was done to investigate the breach or address the damage while the car continued to sit at Firestone's parking lot. As a direct result of this, my vehicle's registration has now expired, the battery is gone, the care sustained bumper scratches, the registration expired. The interior sustained damage due to negligence of leaving the car door open while left in Firestone's care.
* On Sunday, May 31, 2026, we spoke with Adrian employee at Firestone regarding the multiple issues and damages sustained while the vehicle was in your care.
* The conversation included:
o Water damage
o Damaged to glove compartment door (no longer closes); scratches on bumper
o A dead battery (caused by the car door being left open by Firestone's staff)
o An unresolved vehicle registration issue
o The car not being fixed
* During that conversation, Adrian acknowledged the situation and assured us that he would work on resolving it and file a claim to cover the damages. .
* In June 5, 2026, I was shocked when I called to follow up on the issue, the new manager, Larry threated to tow my car away if I did not remove it immediately. He told me to drive up to Firestone so that we could discuss it in person. When we arrived while waiting to be acknowledged the manager, Larry, came into the checkout station from smoking a cigarette in the garage. He proceeded speaking to his employees in in loud tone. He was standing directly in front of us, the waiting customers, while airing these grievances, completely ignoring us until he was finished. Furthermore, I observed him repeatedly interrupting another employee who was actively on the phone working with another Firestone store. Again, we are just standing there waiting. This behavior was entirely unacceptable. As paying customers, we expected to be treated with basic respect and acknowledged upon entering. Instead, we were subjected to a highly uncomfortable environment.
* Once he (Larry) acknowledged us, I attempted to speak and explain the situation with Larry the new manager because he said there was no record of a ticket or the reason the vehicle was at their shop. I provided dates, receipts, text message records confirming our previous communication with the prior manager, Larry was incredibly hostile and unprofessional. He refused to take accountability for the car not being fixed nor the damage caused to my car, he informed me that the prior manager was fired due to conducting shady dealings. Then he proceeded to insult me with his unprofessional conduct and unfounded accusation made against me by stating that I must be having "shady dealings" with the prior management simply because I had that prior manager's phone number saved. However, I later observed that Larry actually had the prior manager's phone number on his own speed dial and utilized it to call and inquire about the whereabouts of my car keys as they could not be located.
* I tried to explain our conversation with Adrian, but I'm still shocked by the subsequent actions of Larry. He completely disregarded what we had discussed with Adrian. Furthermore, because of Larry's uncooperative and threating behavior, I was forced to pay out of pocket to have the car towed. This tow could easily have been covered using Firestone's complimentary tow service.
* After not getting anywhere with Larry, we walked out of the store that was Friday, June 5th around 6:00 pm, I went to my car and waited outside the Fireston read more
