Tow star: a. For they tried to fix my front brake three times but only charged me twice. b. Only two star because it was not done right until now. I had an appointment tomorrow with them, let's see how that goes. c. I had them inspected tires they said it's good for at least another year or two years. Wrong. Later follow up in another checkup (within three months) they asked me to replace those tires because they are so bad. read more

These guys are straight up crooks. I strongly recommend avoiding. I've rarely been lied to so unscrupulously. I was quoted prices that were exorbitant and in the end the recommended work was 95% unnecessary. After calling the dealer, who quoted me a price that was 40% less than Firestone, I followed up with another mechanic who did the work for 80% less than what Firestone quoted. Avoid this place at all costs read more

Ive got special synthetic blend oil change offer and visit Millbrae, CA Firestone service. As off busy service they recommend to make appoitment. So I'd made appointment at 7.00 AM (that was the only able time of that service). When I'd cometo site, manager Hugh Alaibadi deny service on special offer and insisting more expensive service. I have rights to choose service and price as Firestone offer me, but I hate enforce unacceptable service. No one can persevere customers like Millbrae Firestone did. So do not use that service ever. read more

I have a brand new Lexus ES350 and one of the tires had a slow leak in it. I finally brought it in to find out what was wrong. The people at Firestone are really great - helped me right away, courteous, friendly, etc. They took off the tire and tested it. Unfortunately, they found a small nail in an area (shelf?) that couldn't be fixed, so they ended up putting back my tire since they didn't carry my brand. And the best part is that they didn't charge me for it. I will be back, great customer service! read more

The service at this place is absolutely horrendous. I took my car for an inspection. They were very pretentious, saying you'll have to come back in a few hours cos they are backlogged. After a few hours of waiting, they came back with all kinds of "very serious" issues. I did not believe so took it to a different mechanic to double check, sure enough their diagnosis was all false ... brake issues, suspension, leaking engine oil, gasket replacement, etc. ....all fake. DON'T GO HERE! They'll suck you dry. read more

I am just reporting my experience here... I have never received such terrible service and attitude with my tire purchase in my entire life. If you do not feel like reading the entire message, the bottome line is the place is understaffed and staff there are overworked which in turn impacts the service delivered to customer. On top of that, the manager, Hugh, is not willing to admit any issue(s) on his end and is not willing to offer any help to customer to compensate for the problems/inconveniences the customer had to go through. On the contrary, he is rather arrogant and makes you feel that it was not their business that your tire blew off the next day after it was newly installed. On the other hand, not all staff are like the manager, Wil and Scott are very good to work with. So if you want to get your tire done right their, pick a weekday when there are less people and ask for Wil and Scott. Here is the story. I was calling around to see where I can obtain a good deal. Josh from Firestone Millbrae told me that they would match the price and want my business and will take care of me. I thought I should give it a try since it is close to where I live. I bought a new tire from the store and it blew off the very next day. I had to call AAA to get the tire replaced with my spare tire. AAA indicated that there was no nail and no sign of damage on the surface and the problem could be due to installation of the tire. So I went back to the store, initially Josh from the store refused to replace the tire and told me that I needed to pay for it since I did not purchase the road hazard insurance. I told Josh that the insurance was not offered to me. I had to argue in order to convince Josh that it makes most sense that the store replaces the tire with me purchasing the road hazard insurance. Finally Josh was convinced and kind enough to replace the tire with me paying 2% of the cost according to the plan even though I had only driven less than 50 miles with the new tire. Well, maybe it was a bad day that I dropped my car off, i.e. Saturday around 4 pm. By 6:15, it was still not done. At the end, when it was done, they did not have enough time to do the alignment which I paid for. On top of that, the hood was not closed properly. So on Sunday, the tire blew off and I had to go through all the trouble as I mentioned above. On Sunday, I was told that they would order the tire in on Monday and asked me to swing by on Monday. While I was on the road to the shop I got a call from the manager that they did not get the tire. Since I was so close to the store, I decided to go in and let the manager know about what happened. When I walked in, the manager did not even walk to the front of the desk to welcome a customer. Instead, he was just standing at his manager desk at the back and stared at me. So I had to approach him and told him what happened. Then he said it was not our problem that the tire blew off. The manager also said that Josh took care of you at the end anyway. I said that the road hazard insurance was not offered to me. The manager immediately accused me of not hearing the offer properly and possibly declining it by myself. Pretty upset, I told him that I have done my tires at Sears before and never had this problem in order to convince him that I know the proper procedure. Then the manager told me to come back tomorrow when the tire is in and I should be fine with the spare tire since it is a full size. The next day, I went to the shop and dropped off my car. I asked the manager whether it was possbile for him to drop me off at the BART station since I need to get to work soon. He told me that he is not staffed to do that. It is not his business to take care of that kind of issues when a tire blows off the very next day after it is installed. Anyway, I guess you can feel my frustration and struggle to just get new tire installed there... read more

Best customer service I've had in a shop. Got my breaks done in just under an hour. Rob was great! read more

There should be a zero star rating because this Firestone location deserves it. The guy at the counter - worst customer service ever. I had a problem with my wheels, because it was causing my car to shake. (now I know the wheels were out of balance) I had tried to schedule an appointment for Saturday at the Millbrae shop, but turns out it's first come first serve on weekends. So fine. I got to the shop by 8am Saturday morning (they open at 7am). There weren't many cars in the parking lot. I thought, that's great. Maybe they'll work on my car and I'll be on my way. So I walked into the customer service counter inside - there weren't any customers in there either. I could tell there's one technician on the shop floor sweeping, and one middle age man with a dark beard at the counter flipping through paperwork. I told him about the shaking I'm experiencing and would like them to check it. I said I don't have anyone to pick me up so I'll wait there while they trouble shoot it. The guy said I have to leave my car there, and they'll call me in about three hours. I tried to give him a logical explanation that I would like them to just take a look and if it turns out to be a major problem, I don't mind leaving it there for them to fix it. He refuses. He said that he doesn't have time right now. Keep in mind there are no customers in the shop and the technician is sweeping the shop floor. I asked why, and he said there's two customers that have scheduled to bring cars in. I contested and said I thought it's a first come first serve on weekends. He said they're going to come and just leave it. (you're thinking that doesn't make sense right? That's what I thought too.) At this point, I felt frustrated and knew he just didn't want to help me. I thought I give one last effort to convince him to help trouble shoot my car. I said to him you're waiting for people that may not show up, why can't you just help take a look at my car as I'm already here? This is pretty much what he said to me "We can discuss this all day, but the answer is still going to be the same." At that point, I knew I wasn't going to get service. I didn't say another word at just walked out the door and drove off. I was very frustrated at that point. I'm never going to take my car to the Millbrae location again. It's not the Firestone brand; it's just this one guy. Maybe it's because of this guy that there weren't customers there on a Saturday. The guy was a jerk. You've been warned! read more

Kirby helped me with my damaged tire. He was honest and took care of the problem quickly. Thank you!

Because Hugh is a terrible manager that preys on women and people that dont have mechanical knowledge... I went to the district manager to complain about Hugh... my girlfriend went in for a flat tire... they ended up selling her a bunch of stuff she didnt need...brakes rotors and calipers....a total of $1153..REMEMBER .. SHE WENT IN .FOR A FLAT TIRE... so I called the corporate office and followed thru with their procedure ... they wanted me to take the used rotors and calipers to another Firestone and have them spec'd...they did.. and just as I thought... she didnt need new rotors or calipers....so I am taking it further... (maybe I need to talk to a lawyer,,,????... ) and Richard Salazar from Firestone is investigating Hugh and his technicians... hopefully Hugh wont be managing Firestone for much longer!!!... :) read more

Recently, the Yelp reviews here have been improving, so I thought maybe the employees and/or management have changed since my last visit (see previous review). I had an estimate from this Firestone for a brake shoe replacement from 2015, when my brake shoes still had a lot of life in them. Last week, I had a brake inspection performed and found that the shoes have reached the end of life and decided to make a call to get a new estimate since prices may have changed. I called, requested an estimate like I have done in the past, and the rep tells me he can't give me an estimate because he does not know exactly what is going on with the car. So I proceed to tell him exactly what I need; brake shoe replacement and brake drum resurfacing. He continues to tell me that he cannot give me an estimate because they need to do the inspection in shop, and if that is not all I need, then the estimate may be off. I tell him that I totally understand where he is coming from, but I just wanted a number based on what I told him. After some more back and forth, he reluctantly begins to take down information for the estimate. He pulls it up on the computer, tells me that my car has rear brake pads, not shoes; and tells me that he cannot give me an estimate for the repair unless I bring it in. Call ends. If you guys really don't want my business, tell me straight off the bat and I will gladly bring it somewhere else. Just don't mess around and waste my time. I don't understand why I was able to get an estimate for the exact same repairs before, but not now. It's mind boggling. read more

Deceptive practices - I called them earlier in the week asking the price of a standard oil change. Was told on the phone it would be $29.99 and up. When I show up I was told the least expensive oil change was now $50+ because they only used DEXOS1 synthetic blend (oh really? How come no other Firestone nearby, including San Mateo is doing this?). When I confronted the receptionist, he demurred and said something about he could offer me a $10 off coupon but I was given the wrong info on the phone. His face turned red. Will not return again. read more

Honestly, I wish there was a zero star rating option because if that was the case, this place would have gotten it, without hesitation! I'll be honest and say I don't know much about cars, maybe because I have always been fortunate enough to have warranty on my cars, up until a year ago...anyways I took my car to this location only because my father told me to (obviously he knows nothing about cars either, or else he wouldn't have recommended I go there either). So, I take my car in the FIRST time to get my tires aligned and the guy working at the counter proceeds to quote me a price of $89, I am thinking to myself, that's great (since I am on a budget)! I leave my car there, for what I was told would be three hours... five hours later I get a call from the guy at the counter telling me that they can't align my tires because I have an Audi and apparently Audi's need a special tool to align it, plus the guy who works on them isn't there. I'm sure you are thinking the same thing I was, wouldn't he have noticed that five hours earlier when I gave him my information, including the make and model of my car? After I get off the phone with them, I manage to find someone to take me back to Firestone to pick up my car. Once I get there the, "helpful" guy at the counter is kind enough to let me know that for $389 they can align my tires, not till next Saturday though. I took my keys back and told him I would call him on Monday. The following day I called my mechanic at my local dealership and asked him for a price quote on aligning my tires... $69 plus a freaking car to use for the whole day. My troubles with firestone didn't end there, since my mechanic recommended I get new tires and of course I asked my father again where I should take it and he said firestone. To make a long story short they TOTALLY messed up the alignment that the mechanic had done for me (which I had already paid for), I knew it instantly also because the second I drove out of that disgusting parking lot they have, my car was pulling to the right and HARD! To make things worse, they COMPLETELY messed up the balancing of my tires to the point that my car was shaking so badly I didn't feel safe driving it. Now, not only did I have to fix the alignment for a SECOND time (which firestone refused to pay for) I also have to pay for my tires to get balanced. The guy that likes to call himself the manager, HUGH, is an idiot (and that me being kind). I told him I would report him to corporate, and he didn't care at all, he practically encouraged me to, so I called the BBB and reported Firestone to them. I am also thinking about going to small claims court. MORAL OF THE STORY, DONT TAKE YOUR CAR THERE! THEY ARE THEIVES AND LIARS!!!!!! read more

Bought new tires and car had a vibration problem. Brought it back again and this time, worst than the first. So in for the third time, and when I picked up the car, I was more observant of the tires and notice my vehicle now has three sets of weights for each tires...they never removed the old ones before they rebalanced the tires. Now, how much time does it take to remove the old weights? less than a minute. BTW, tires still have a slight vibration where the car was very smooth before when tires were bought at Costco. Will stay with Costco now even though there is more of a wait. read more

I was a little hesitant because this place didn't have great reviews, but it was just down the street and pricing was reasonable for tire change and alignment service. The manager Kirby gave me a couple extra discounts and worked hard for my business, so I was happy with the service. I'd recommend giving this place a shot despite the other sub-par reviews. read more

This place sucks big time. My parents had a Nissan Stanza that they did a lot of work on here. They spent about $2500 dollars on repairs. After getting it out of the shop the car was idling loudly and they took it back to be look at. They supposedly fixed it but it had the same problem. Well they took it back again. This time they told them they had a cracked engine and that they could repair it for $1900 dollars but they could not guarantee how long it would last. Well my parents decided not to do that and to get a second estimate. Well going to another shop all it was the idle adjustment no labor!!!! Took the mechanic ten minutes to fix it and charged them only $30. I called and reported Firestone to there corporate office and they tried calling up to apologize saying that they would give us our next service for free. No way so you could mess up the car for reporting you. F%%%%ck Firestone!!!! read more

Absolutely terrible - they take forever to fix the car and to top it off they won't call you to tell you its done...I'm done with Firestone NEVER AGAIN read more

If I could give negative stars I would. Jose is uneducated and obnoxious, which you should be absolutely frightened if he works on your car. He has no interest in the problems you are facing with your car and berates you for asking questions, for example 'what did the diagnostics read about my car?' (Keeping in mind the diagnostic check was done at 11am and I called and followed up at 3pm). Ignorant. Plus side is Hugh, excellent customer service. Understands that not everyone is a mechanic so takes his time with you and explains, because I was a mechanic I would never bring my car here...actually I will never bring my car here again regardless. I'd rather push my car to and from work and to the depths of Mordor and back, than to ever have to deal with this imbecile again. read more

They had my car in to fix an overheating problem. My car overheated on the way home. No fluid was in the reservoir. I thought perhaps they forgot to fill it up. I filled it up, and drove to a friend's house. It overheated and it cracked the block. I towed it to another mechanic, and they could not believe the terrible Mickey Mouse job Firestone did on the car! They put a bolt in the reservoir, and left old parts that caused the overheating. The manager also tried to up the price from the quote and screamed at me on the phone about it. He told me never to come back to his shop. They also LIED on the paperwork and said I was supposed to bring the car back. Yeah, they gave me a broken car that overheated, to drive back home to bring back? Who does that? They also lied about things they told me, and how long the car was at their shop. Needless to say I am suing those awful, inept people! The corporate office wasn't much better! They said they would refund my money, but would not pay for the cracked engine block. Well, if what they did was so great, why give a refund? Better that, than pay for a new $5,000 engine, plus labor, obviously! PS. The process server I used, said there were many suits against this Firestone! read more

Great Place!!! I had 4 new tires put on my husbands car a couple of weeks ago. The service was great and the prices were even better. Hugh was the man I spoke with when I called. He was friendly, well informed and honest. I called around to other tire shops and couldn't find a lower price. When my husband went in to have the tires put on they did it in less than the hour quoted and were very friendly. I had such a good experience that I am going to have them put new tires on my mini van next week. :) read more

Jose at Firestone is awesome. I had a flat tire on a rainy Sunday morning. Brought it in to Jose. the shop was busy and Jose said he'll check the tire and call me if a repair or a new tire would be needed. Jose also mentioned he'll have my car ready to go regardless, by 4pm. at 3:30pm I get a car from Jose and he tells me there was damage to the tire wall and he found me a similar tire at a reasonable price. I was out the door by 4pm- like he promised. Don't know if he can promise everyone a guaranteed time but i know he'll try. I liked Jose's honesty and will go back again for my tire needs. Jose is a true asset to that Firestone location. read more

HORRIBLE SERVICE!! There is no sense of urgency and no care for customer service whatsoever.

if you have the chance to met Kirby, you will find excellent customer service. Clear, kind, empathy for the customers and everything to take care of your car. read more

Most of their staffs were very friendly, and one of the guy was very helpful too. But I'm not sure if it was their internal communication problem or just dishonest.....I purchased and paid for a 5-year life battery but found a 3-year life battery was being installed. When I found out and questioned why, I was told that they didn't have it in stock. Weren't they supposed to inform the customer about this change?! I finally requested for a price adjustment, but I am very disappointed! read more

Minus 5 stars for this Firestone. I made an appt in advance for 3/1/17 at 9 am for a simple tire rotation. I arrived around 8:45 am. There were 2 other customers in the store. The man said it would 4-6 hours. I said "why so long, I have an appt.". He rudely said "I don't need that s--t today" in front of customers. This is unacceptable. I don't care how busy they are you don't talk to customers like this. I've had past problems with Firestone keeping appt times. I have been a Firestone customer for a long time. I've always purchased my tires from them in the past. The lack of customer service is terrible here and I will not be going back or recommending them. read more

I am surprised to read so many negative reviews about this place. I have had my cars serviced here for years and am overall very satisfied. In one particular case a few years back when one of the repairs was not done correctly (I dont recall what it was) they corrected everything for no extra charge. For the most part the staff has always been courteous and professional. I think the theory that people who are satisfied are less likely to write a good review than people who have a bad experience will get on Yelp and vent holds true here. read more

My dad came here a few months ago for a tune up. He doesn't speak English that well so I'm pretty sure he was taken advantage of. He told the mechanic his van (gmc safari) would make this loud noise when he would drive it or even when he was at a stop sign. He got charged a boat load of money and the van still made the same exact noise! They even cut his carpet under the AC so he told Hugh the manager and he just said he would talk to the mechanic! What a bunch of bs so my dad went to quality in San Bruno. They only charged him $450 and the van stopped making the noise! Firestone really needs some new mechanics at least in the millbrae location. They're not honest and only suggest services on your car that you don't need. Worst service ever! read more

I am frm Las Vegas and I need to have my car checked just to be sure I'll be safe driving back. Terrible customer service. Front desk was not friendly or helpful at all. I have a lifetime alignment with firestone but their machine is not working. He tried to call the nearest one but they cannot help me until 3pm, which is 6hrs after. I asked for other branches if he can call, he said he does not know the number. Terrible terrible terrible experience. I never had this treatment from firestone in Las Vegas. If I can give them zero stars, I will. read more

great service! full set of new tires and some other issues fixed in just two hours on a sunday even though I didn't even have an appointment and there where dozens of other cars to be fixed. Special thanks to Jose for his great service and advice. read more

this is probably the worst experience I've had with car repair. when my wife went in there, they would recommend changing everything you can think of. for a car that went in first time for brake service, they recommended replacing all 4 rotors because they were "worn"... read more

My caveat is that I know these guys are busy, but that's no excuse for careless service. These guys are nonsense. Save yourself the headache - read all these one star reviews and give your business to a place that deserves it. Or try calling first and experience the cold shoulder first hand. If you are lucky, you won't be on hold for any longer than 5-10 minutes before you get to say hello. And chances are, you'll speak to at least two people while being taken on and off hold. Oh, and if you are as lucky as I was, Employee X (I know his name, but will not call him out in spirit of the holiday season - it's 4 letters though and mentioned in MULTIPLE negative reviews) will finally come on to allow you to ask your question then mid-sentence, without any reasoning, say, "sorry", and abruptly place you on hold again. I've been a patron of Firestone for 20 years and counting...I'm even lucky enough to have been deemed a 'Platinum' client. What's sad, is that I live a quarter mile from this location, but will never come here again. If you stick with Firestone (I probably will), then try San Mateo - those guys are awesome and know they are in a service business. Let's see if corporate ever starts listening and cleans up this shop. read more

last year these guys lied to me regarding tires the said they had in stock. they also said south city firestone didnt have the tires i needed. glad I dont believe what i hear. So today i thought i would give them a second chance with my other vehicle because south city store opened an hour late last time i was there. guess what? they will not even answer the phone. Their prices a very good but service is extremely poor. I think Im going to shred my firestone card go back to wheel works again. read more

thumbs up to Julio Ragatta was very knowlegeable, I got an appointment the next day left my car and everythng was done in a timely manner(very friendly) read more