I am incredibly disappointed with my recent experience at Firestone, a place where my Fiancé and I have been loyal customers for years, spending over $10,000 annually on maintenance for our three vehicles. The staff knows us well, and we've never had issues until today.
My partner; Joshua, dropped off his car around noon for maintenance, only later to receive a voicemail from Dylan, the manager, saying that his Fleet account didn't approve the work. Joshua called his account directly, and After confirming with the Fleet account that the maintenance indeed was approved, Joshua called Firestone and spoke to Ashley, a new employee. When he asked her to call the Fleet account directly to clear up the misunderstanding, she responded rudely, stating, "I'm not going to listen to you vent on the phone. I'm just going to hang up." She then refused to provide the manager's number and ended the call.
Given we live nearby, Joshua and I decided to go in person to address the situation. Upon arrival, Ashley was dismissive, telling Joshua, "Let me get your keys for you so you can go ahead and leave," without addressing his questions. She refused to provide any contact information for Dylan or other management and continued to be unhelpful and disrespectful.
Joshua asked another employee, Eduardo, for assistance, but he too became aggressive, raising his voice and even resorting to physical intimidation. Eduardo balled his fists, got in Joshua's face, and verbally threatened him. This escalated into an entirely unprofessional confrontation. As a pregnant woman, this situation caused me a great deal of stress and concern, and I felt genuinely unsafe witnessing this behavior from a place we had trusted for so long.
This experience was shocking and incredibly disappointing, particularly as long-time, loyal customers. Rude, dismissive, and physically threatening behavior is unacceptable in any business. I sincerely hope Firestone takes steps to address this incident and ensure that no other customer has to experience such hostility and disrespect. read more