Disappointing Customer Service at This Firestone Location I've been a loyal Firestone customer for a while now and have two vehicles with lifetime alignments at this shop. I was even planning to add a third, but after my most recent experience, I'm seriously reconsidering. Brought my car in because it had a shake at highway speeds even after getting the tires balanced somewhere else a couple of months ago. I made an appointment, explained the issue in detail, and even provided a printed summary of what had been done before, the symptoms, and a note about removing the wheel lock nut by hand (per manufacturer recommendations). Instead of appreciating the info, the front desk rep was short, dismissive, and condescending--not the first time I've dealt with that attitude here. After drop-off, a different employee called me and was actually helpful. He explained that the previous shop had overweighted my tires and that a proper rebalance should fix the issue. Seemed like a reasonable explanation, so I was hopeful. After driving it for a few days, though, the shake was still there, just slightly improved. I've mentioned road force balancing (RFB) to this shop before and was argued down and told that Firestone "doesn't offer that service anywhere." Knowing that wasn't true, I called another Firestone location nearby--and what do you know? They confirmed they DO offer RFB and even apologized that I had been misinformed. The Real Issue? Bad Customer Service The actual work at this shop isn't the problem--it's the way customers are treated. Instead of actually listening, the front desk rep acted like he knew everything and dismissed valid concerns. If he had just taken a second to check instead of shutting me down, I wouldn't have wasted money on a standard balance when I could have gotten the right service in the first place. Final Thoughts I've spent good money at Firestone and was planning to purchase another lifetime alignment. But dealing with this kind of attitude makes it hard to want to keep giving them business. If management actually cares about keeping customers, they need to address the customer service at the front desk because this kind of treatment is exactly why people take their money elsewhere. read more

Jonathan is super helpful. MY AC IS BETTER THAN EVER!! Please go and buy a credit card it helped me pay and I would totally recommend to everyone. read more

Don't go here, management is rude and the workplace is unprofessional. I would highly recommend seeking somewhere else for your auto service needs. read more

Do Not Go Here! Racism is allowed in this establishment. I stopped by to see why my car is still waiting for inspection since Monday and the young lady, who refused to give me her name was speaking to me in an condescending tone and called me a racial slur twice. I asked to speak with a manager and she threw his card at me and told me I can call him tomorrow. I woke up and called this morning informing him of the unprofessional way his staff behaved and told him the racial slur I was balked twice and he went into his business being with the dealership not me. I reiterated I am concerned with his staffs behavior, racial slur and the time my car is sitting there. I do not think he will be addressing his staff, there was no resolution besides he will call my dealer when my car is ready. What about your staff and the racial slurs? read more

I have been going to this shop for a year and a half now and I have always gotten great service. Oil change, new tires, headlight issues, tire air pressure etc. Good value and nice employees! Thank you! read more

It took them over 2:30 hours for them to change my tires even with an appointment, dont come here go somewhere else

Warning for those getting VA inspection. Although the website says walk-in only, this location only does inspection by appt. The location itself is great with great service (5) but having the central website give information that turns out to be false makes the location look bagd when it is not at all their fault. read more

They said they cant do the oil change because the oil cap on the top of the engine was stuck. They couldn't get it off and wanted to charge 100 dollars for a replacement. I told them I got it off with pliers by myself and that I'll come get the car to take it somewhere else to do the change. When I got there they said they drained the oil and had to add some back in because they had already started the oil change and I canceled it after that. If the cap was stuck and they could not get it off, how could they add back the oil to the engine ? read more

These people are sad. I don't know what had happened to them. I told them what I wanted and they said they do it. When they called me and told me that my car was ready, they told me that the cost was 400 dollars more then what they estimated, and they didn't do the work the way I wanted it done. To make a long story short, I told them I have been going to them for over 20 years and I would not come back. They didn't seem to care. read more

Made an appointment for Saturday at 1 PM but decided to cancel. Sorry. Too many horrible reviews. Untrusting.

I took my car here and the customer service received was below subpar. The lack of accountability and ability to answer customer questions without coming across dismissive and condescending is not a forte of any manager, assistant manager or staff person spoken to. Ended up having to go to another Firestone to have services provided accurately and other items explained and addressed. read more

I have had nothing but bad things with this store. I gave the store specific notations for the car like make sure it's locked at all times, and to make sure not to leave the steering wheel inside the car so no one can steal it or steal anything out of it. I come to pick it up and all my items are missing of a total about $1300 missing of my stuff. So if you want your car broken into or stolen bring it to Firestone where they leave your cars unlocked. The store told me they will not pay for it. Don't even think they changed the oil because the oil looks and smells dirty. read more

See all

THIS PLACE HAS NO CAMERAS. INSIDE OR OUT. Drove my truck there to get the breaks fixed and they gave it back to me $1200 later and said "oh by the way- the transmission doesn't work at all anymore, u must have brought it here like that" I DROVE IT THERE. I asked to see footage of what happened inside the bay and the very rude store manager AND district manager said that they were (and had been) broken! Excuse me? I'm currently in the process of getting a lawyer to see what can be done. Safe ur self from being scammed and go literally anywhere else! read more

02/20/23 Just had racism happen to me at this store by the Store Manager Rick Eyers. He stated he 7 cars in front of me for state inspection. I replied I didn't think y'all would have that many cars at 8am in the morning. He immediately took offense, got smart and started told me I could leave.,I asked why was he being smart he said he wasn't then started to go back and forward with me. Worst experience I've ever had and he will be hearing from lawyer. I do not recommend going to this location. It's sad how bad America is. I'm active duty military and to be treated like this is crazy. read more

Usually, I don't review things on places but this time it crossed the line. I left a car here for inspection in the morning, once coming back I came to get papers and my keys back. I realized a pair of keys were missing from my key chain these were for my storage. I asked the person at the front desk for assistance and they said they were a 100% percent sure they did not lose any keys, it was asked of them if they could go back and check, they agreed and I left the door though I was still in the parking lot, the man did not check in fact, and kept making excuses to not go ask the mechanic, and said there were only one pair of keys on the keychain and not two. This made me irritated as there was in fact two keys and the worst part is what if those were my house keys! I literally had to go back home and make a whole in my storage just to get in, costing me money to go back and buy a new doorknob due the worker not wanting to cooperate and just leave. This is irresponsible and rude! read more

Friend takes car in for oil change & tell them it's a special car right hand drive GTR & everything not to do with & the employees do the complete opposite. They keep the car outside and out camera range and unlocked to have everything stolen out of it by employees friends and then Firestone has the nerve to not want to cover everything stolen on their property by a paying Military person who just wanted a oil change. If this the way Firestone supports the military personnel in our county don't use them there are other companies that will do a better job of. Stay far away from this place and don't support them in anyway . read more

If I could give them a negative star I would! Worst customer service I've ever seen! Employees purposely park your car out of view from the cameras and unlocked so they can steal your stuff out of it! And not take responsibility. You'll get charged for an oil change they didn't do too. Take your money elsewhere! read more

This place is sketchy. Went for an estimate tried to recommend stuff that wasn't needed. I don't recommend military personnel go here.

I bought my truck in for an inspection sticker and they ripped it apart for hit me with a 500.00 dollar repair bill. A twisted brake line is not a safety issue. A swing arm that has a tiny bit of play is not a safety issue. Stay away! Take the rejection sticker and bring your vehicle to a reputable mechanic. Biggest rip off ever!!!! read more

A complete waste of my time. I scheduled a state inspection and dropped my car off in this location the lady in the front told me it will be ready tomorrow morning. I came in around 1:00 pm and they said they still haven't inspected my car and they said it will be done before closing which is around 6:00 pm completeley unprofessional on providing information. I sat for 5 hours waiting for my car and it completeley ruined the rest of my day, utter garbage. read more

If I could give this place a negative number I would. A friend of mines husband took his car here for service and A BUNCH of stuff was stolen from his car equaling $1,280. Not only did he warn this place to LOCK his car, but he said that if it remained unlocked or left in a place where it was easily accessible, that things would get stolen because it's an expensive car and get a a lot of attention. Well guess what this place did?!? Parked his car on the street, UNLOCKED!! This place even admitted to leaving it unlocked and parked on the street. They have cameras on the property but parked the car where it was out of view. Once they asked them for the footage they said they said the cameras don't work. Then they told them that the cops would come down to retrieve the footage, they decided to change their story and say that the cameras "don't work." How can people run a business like this!!? So unprofessional! It's crazy how this place was given SPECIFIC INSTRUCTIONS and they weren't followed. Sounds like an inside job to me. People trust places like you to have their stuff fixed. And you think it's ok to steal? Or to not follow customers requests?! Poor poor customer service. NEVER COME HERE! read more

I bought my car from Southern Auto in 2017 and usually take it there for yearly inspections. Since they stopped taking appointments it's nearly impossible to get it done without leaving your car for a week. My boyfriend took his truck here recently and had a great experience. I took my Jeep in on Friday afternoon and I think the tech I spoke with was Ryan? I planned to leave it for the weekend since I wouldn't need it. He answered all of my questions and was very friendly. He called me Saturday to let me know my car had passed inspection but had a few recommendations. He explained everything thoroughly and was great! I picked it up Sunday and spoke with him again. He went through my invoice and inspection with me line by line explaining what was done and how it looked. Will absolutely take my car back here for anything needed and recommend to anyone! read more

Took my vehicle there to be inspected 03/17/2023. Got a call from Rick that it failed for suspension and wiper blades. My boyfriend tried asking Rick over the phone a little more detail on suspension issue. Rick immediately popped off with the worst attitude ever. Picked up the vehicle, brought it home, completed repairs. Took back to Firestone for re-inspection. Vehicle sat in same parking spot literally ALL DAY LONG. I live maybe 3 to 4 blocks so while out doing errands, drove by a few times and the vehicle NEVER left the parking spot we pulled it into. Rick told us when they pulled it into the bay it couldn't be reinspected based on the work that was done to it. Ok, so basically they were mad they lost out on money because they didn't do the work. When asked how he came to that conclusion if we knew for a fact the vehicle NEVER left the parking spot it was pulled into, his story changed to the vehicle wasn't drivable (sp). WAIT!!!! WHAT?!?! Then how did WE drive it to the shop Rick???? AND how did you conclude it wasn't re-inspectable (sp) IF IT WAS NEVER PUT ON A LIFT TO CHECK THE WORK???? Again when questioned he had a serious attitude problem. Decided to take the vehicle to 2 other shops. BOTH told us the vehicle could be re-inspected with no issues. So we then concluded that Firestone's reason for not being able to "re-insepct" was crap and it now turned into a refusal of re-inspection which I will also be reporting to the state police. If there was a way to give this location negative starts I would in a heartbeat. read more

we took our car over the weekend to get serviced and when we went to pick it up, the employees had left our car unlocked and they stole a bunch of stuff out of it. It was nathans r32 skyline, not only did he warn them to lock the car and take his steering wheel out (i got it for him for christmas, it's very expensive) but he told them if they left it unlocked or in a place that's easily accessible someone would steal stuff and also said it's a very very expensive car and gets lots of attention. Come to find out when we picked up our car yesterday, that's exactly what happened. They stole his steering wheel, quick release, shift knob and 2 of his racing gauges. the employees admitted to leaving the car unlocked and next to the street where someone easily got to it. Everything they stole out of his car equals $1,280 and they are refusing to pay him back for their mistakes. Extremely disappointed in this business and how they take care of their customers property. read more

I took my car in to get inspected, '00 Land Rover. I was given a breakdown of costs that would give me a total repair bill of over $1300.00. The inspection failed due to tie rods, the new motor needed for wipers and a new headlight assembly. I received another estimate on parts for all items, and they were hundreds of dollars (in some cases) cheaper for the same part that could be found at Advanced Auto. I also left with no fluid in my radiator. Later that day I was on my way to get my son from school and the car started to overheat. I am still wondering how FIRESTONE could have missed that the radiator was missing fluid and not at least ask if they wanted me to have it filled. The mechanic that is with the car now indicated that tie rods are not needed, and it is another part (drag link), and that will run around $200.00. And that for a state inspection in Virginia a new motor is not needed for the wipers, they just need to be able to go in the 'down' position and not be in the line of vision for the driver. I should have know better, a couple of years ago this same location broke the door panel of my car and they had to try and fix it, but ever since then the door panel has never been the same. I would never take or recommend this location to anyone! Ava Ryan read more

Please do not waste your time. I am glad I got out of here before actually receiving any services. As I said, I did not receive services. This is because the customer service at the counter was so horrendous, I had to walk out. Initially, I stood at the counter for around 5 minutes with no assistance. I figured the employees were all in the garage and didn't mind too much. Then, a man gets up from the chair behind me, puts his paper down and walks around the counter to ask how he can help. I was only looking for an oil change. His immediate response was to raise his voice and say, "well I'm not going to be able to get to you for at least 3 hours!" My thought was that it would take at least that long to finish going through the newspaper, but I kept this to myself. Instead I asked if I could make an appointment to drop it off. He replied even harsher that he didn't know when there would be availability and I could drop it off now but they might not get to it today. This was at around noon on a weekday. I apologized for inquiring and left. Enter at your own risk. If you do, I hope your experience is more pleasant than mine. But it seemed as though they had no interest in any new business. read more

Justin Firestone manager 1st class service.. Very helpful .. from a better handy man Norfolk.

This location is the worst! I scheduled an appointment online for 1:00pm and even received a confirmation email. Arrived to the appointment and there was no appointment in system. No one called to me notify me that the appointment time could not be completed. What kind of buisness are running?! A complete waste of time. Ridiculous!! read more

Update - 5/28/2015: I went back for my second visit yesterday, this time for an oil change and tire rotation. I had a 10:00am appointment (which I made online the day before) and arrived 10 minutes early. There were 2 people in line in front of me and another 2 already waiting. I thought I was in for wait... Not so - I was on my way by 10:30. Not only that, the lobby was empty when I left. Great service, fast work, fair prices, and friendly techs. They have definitely earned my repeat business. Keep up the great work! ---------------------------------- This is my first time here, and I couldn't be more pleased. Mike & Clayton are knowledgeable, professional, and courteous. They even price matched tires that I found online. Quick & friendly service at a reasonable price... What more are you looking for? read more

Worst place ever. I have never been in that place without having to get something repaired. After getting an oil change, they recommended I needed to replace my front ball joints. I made an appointment for 8:00 AM for the next day and they only maybe one or two cars being worked on. Unfortunately I couldn't drop my car off so I had to wait. It took them over two hours before my car was even looked at. Some car that came in after me was being serviced because they claimed only one mechanic knew how to change ball joints so I had to wait until they finished this car! Not too mention the time it took to replace the ball joints took less time than what I waited for them to work on the other car! Do yourself a favor, if they recommend you need something replaced, get a second opinion because right now, this is the most untruthful place to get your car serviced. read more

How ironic that my husband brings his car in to get two rear tires replaced. Of course they call and try to get you to purchase all four tires. Unfortunately we are not in a place to purchase all 4. My husband said watch I bet I start losing air in my front tires... 2 days after getting the car back my husband had two flat front tires. Coincidence? I think not. read more

One star because the lazy technicians were there at 7am. Other than that a sad joke of a business. They took my reservation for 7am over the phone for an oil change and inspection for the following day "Thursday" because they said that's the best day... so I scheduled everything around that appointment at 7am Thursday. I'm a returning customer with Fleet card mind you. I show up at 7 am and the front guy is confused and possibly high on something. He vigorously scratched his neck while telling me it's impossible I have an appointment with them!!! I'm now very confused because I have an appointment at they location that I always go to on the corner of South Military Hwy and Providence Rd. So he says I've mistaken and must be at North Military... I go there for the heck of it and they tell me that's what's been happening the last few weeks but we will try and help you but might be 3 hrs. Now I have no choice but wait I guess. Don't waste your time with Firestone it's gone down hill just like our country has. read more

Went in for coolant flush, transmission flush, state inspection, tire rotation, and serpentine belt replacement. Came in at 10am and got my car back at 10am next day. All was well except they only did the cooling flush and inspected my vehicle, NOT a state inspection but just a visual inspection. Now I could understand the misunderstanding but their version of making it right was "can u leave ur car overnight again?". Made no effort to remedy the situation so I'll make no attempt to come back here. Waste of time! Sad since my family has been coming here for over 15 years, but the recent overhaul in staff just made this place worthless. read more

I can't say anything about regular services and appointments. This review is based solely on the spectacular "unexpected" service I had to seek out on a Sunday... Super Bowl Sunday, no less. Let me start by saying that my truck's tires have a propensity for running over screws, nails, anything sharp that can puncture them, really. It's dumb. Hence my Sunday conundrum. I ran over yet another sharp object, and in my cockiness, I thought I'd be able to plug that pesky hole myself. So I pulled that bad boy out and went to work. Pshhhhh. No such luck this time. I called Tread Quarters, they said I'd have to leave the tire overnight... Inconvenient, but if I had to... So I tried Firestone. He said he had appointments, but he'd try to get to it in between. And he could swap out my tire and my spare for me (I had slowed the leak down enough to make it the half mile)... Winner! I'll take the 3 minute air compressor job over me with a hand jack any day. I got to the store and he got the tire off and started looking for the hole. After finding it, he just fixed it then since his next appt wasn't there yet. In, out, tire fixed, and a fair price with great service in good time. He even apologized for the length of time it took because he was one of the only ones there and had to help other customers that came in while he was trying to work on my truck. Moot point, friend! The service was friendly and accommodating, and it was that way with the other customers too. Also, this is for the Firestone on the corner of Military & Little Creek, NOT the one by Military Circle Mall. I have heard a few horror stories about that location, but can't offer confirmation. read more

Run!!! Rip off scammers! Will provide you with list of repairs, when getting auto inspected. They wanted $800 plus in repairs. Also Claimed nail in tire. Did same with another customer in waiting area. Scammers! Run!!!! read more

Called on a Tuesday afternoon to set an appointment for an oil change and tire rotation, also asked them to look at one of the tires as it seemed to be losing air. I dropped the car off that night and used the drop box to have it there for the next day. When dropping it off I marked clearly on the envelope that I needed the oil change, tire rotation and had concerns about the tire with low pressure. My appointment was for 1pm and after not hearing anything all day I called at 5:30pm to inquire about the status. The lady who answered said they were just pulling it into the bay now. I got another call at 6:10 saying it was ready. Upon arrival my charge was only $30. I asked if everything was done because it seemed low, and the lady looked at the paperwork and wasn't sure why the oil change and tire rotation were not done. I don't seen why it took so long for a patch on a tire and how they completely omitted my oil change and tire rotation. They also did not air the tire back up after plugging it, and knocked off my wheel weights and said nothing about it. My husband noticed it after we got home and he aired the tire back up. Definitely don't recommend. Use the one by military circle, they seem to have it together more. read more

The customer service was great but I bought tires and purchased an alignment that took over 3 hours, I bought the Firestone tires from this place and they couldn't do the alignment so over 3 hours just to put the tires on, then I went to get in my truck which they said the keys were inside and the truck was locked and no keys so I had to wait on someone to come back to the desk just to get my keys! I made an appointment at 9am and left at 11:15. DO NOT GO HERE!!! And the tires they put on we're dirty! So now I'm wearing down brand new tires with no alignment! What a waste of time and money. read more

I was so disappointed with my visit to this Firestone last week. I went because I was having some issues with one of my tires and I had purchased the warranty previously. They fixed the issue with my tire but when they called me they told me that I had little to no oil left in my car and that I would need an oil change. I then told them I had just had an oil change 3 weeks prior. They insisted that my oil was low and that I was sure to damage my car if I didn't get an oil change ( which the individual on the other end of the phone said they would do for a fee). I went up to the Firestone immediately and got my car. The man also told me that my tires were bad when I knew this wasn't true because I have only been riding on them for 2 years, I only drive to work and back and have my tires rotated every 6 months. I took my car to the place where I had gotten my oil change done at 3 weeks prior, and they pulled the stick out of my oil and showed me my oil level. It was full! They also checked my tires and said they were in good condition. I will never go to this firestone again. They definitely were trying to get over on this woman!!! read more

I have used Firestone for a few years and while they may be good for tire rotations and batteries do not ever use them for anything major. The timing belt in my car broke on a Saturday with many auto repair shops closed and I wound up getting my car towed to Firestone, big mistake. They took 3 days, and charged me over $800 to replace the timing belt and I had to beg them to also replace the water pump, and the tension and idler pulleys while they were in there which is recommended when the timing belt is replaced. Worse when I got the car back they said they saw an oil leak (never called me) and commented that "your oil pump is going out". Sure enough 2 days later my car is pouring oil out all over the ground. Replacing the oil pump seal and oil pump shaft "O" ring is standard protocol when a timing belt is replaced. Apparently the tech at Firestone skipped class on that day. When I called Firestone about it all they would say was "well we wrote it on the ticket". I had to wait 2 days to get my car to another shop to get it fixed properly which it finally was but I will never use Firestone again and recommend others stay away as well unless you need your tires rotated or windows cleaned but other than that avoid them. read more