I want to start by taking full accountability for my own mistake: I went to the wrong tire shop. That part is entirely on me. However, everything that happened after that should have been prevented by even the most basic customer service and communication. My partner had already ordered a specific set of tires through a different business and scheduled the installation. On Monday, I mistakenly drove to Firestone Complete Auto Care instead. I walked in and explained that I had an appointment to have the tires we ordered installed. I gave my partner's name and phone number. This should have immediately raised questions. There was no appointment. There was no tire order. There was no record of us in the system. Instead of stopping to verify anything, I was simply told to hand over the keys and come back after 5 p.m. I waited in what felt like an oven of a waiting room for over an hour in nearly 100-degree weather, trying to reach my partner because something didn't feel right. When my Uber arrived, I asked again about the truck because staff had originally told me it would take hours. I was then told it would be done soon, so I canceled the ride and continued waiting. After watching the truck come off the lift and get parked outside, I sat for another 20 minutes while it simply sat there. No one called my name. No one updated me. I finally had to ask if I could pay so I could leave. Only while paying did I notice the total was far higher than what we had been quoted elsewhere. I paid, left, and later realized I had gone to the wrong business. Yes, I made the initial mistake. But Firestone failed at nearly every opportunity to catch it. No one questioned why there was no appointment. No one confirmed the tire order. No one asked me to approve a completely different set of tires before installing them. No one verified that I wanted to spend hundreds of dollars on products I never requested. Basic communication and attention to detail would have prevented this entire situation. I've worked in operations management and customer service. I know mistakes happen. But customer service exists to catch mistakes before they become expensive ones. Instead, assumptions were made at every step, and I was left paying for tires I never intended to purchase. To top it off, I spent hours waiting in extreme heat with virtually no communication. Not once did anyone offer an update, let alone something as simple as a cup of water. While I accept responsibility for walking into the wrong building, Firestone's complete lack of verification, communication, and customer care turned a simple mistake into a costly one. That's not the level of professionalism I expect from a national company. I won't be returning, and I wouldn't recommend trusting this location with your vehicle if clear communication and customer service are important to you. - a pist customer read more

I had my car brakes done in Las Vegas 2 months previously, and then bam, something went wrong. Joe, Jared, and Billy took care of me immediately. Within 6 hours, they diagnosed, fixed the problem, and quite literally did what needed to be done. They truly went above and beyond. They even stayed after hours just to make sure I got my truck back! THANK YOU, GUYS. You truly did an amazing job, and I appreciate and respect you and what you did for me! read more

My mom recently relocated to Waco and had to take her car in for repairs. Joe at Firestone made the experience amazing and was very patient with her. The quality of service was top notch and they made her feel at ease. The value/fairness/expertise was also amazing. Very appreciative of everyone at Firestone!!!!! read more

Jared and his team were awesome. Would highly recommend them for new tires or car repairs.

Second time I've scheduled an appointment for a lifetime alignment. How is it that it magically takes "Leave your keys and we'll call you" instead of honoring the appointment? Because this locale is poorly, nay, abysmally managed, that's why. "If" I ran an auto repair shop, and "IF" I had an alignment rack, I'd wear that thing out with business. I'd spend no more than 20-25 minutes DIAGNOSING AND SIMPLY ADJUSTING a front end and move it along. THIS place? Nah, they get a car up there, find out it needs parts and leaves it there until repaired/replaced. And then blames the customer and everyone BUT themselves for appointment times not met. "You don't understand how this works...". Yeah. I do. You can't manage your time accordingly. And somehow it's my fault. Last time I was there 8-9 hours for a CHECK ALIGNMENT AFTER NEW TIRES. NOT THIS TIME. NOT EVER AGAIN. You have my money, for my and my wife's ride. Enjoy it. It's the last dollar from me any Firestone ever sees again. What, pray tell, shall I do now? Eff it. I've invested in making my own alignment device. Now I only have me to answer to if it's not done fast enough. MY WAY???? It's done RIGHT with the steering wheel not canted 3 degrees. Not only can they not go straight, they can't see straight. Avoid this place like the plague. Be a -33 and a terd stars if possible. read more

Had a bad bubble in my tire 1hr away from home. All local shops (who were actually open on a Sunday) lacked an alignment tech to replace the tire including this one. However, I understand peoples' need for off days, so I wasn't mad at them. My dad had a garage and he took off Sundays too. It's just bad timing. This location did their best to help us along. They were kind enough to test drive the car to diagnose the problem, put our donut on, and sent us on our way. Thank you so much for your help! We slowly made it safely back home. :) read more

Every visit I've ever had here appointments are not honored. It takes a whole business day 7am-6pm to do a simple alignment- IF they get to you. No point in making an appointment for them to give you the same speech every time you call about 2-3 people being in front of you all day. Not to mention that the interior is always dirty and smells like smoke after they've been inside, doesn't take much to be respectful. I can't wait to move so that I have another location to use. However I feel Firestone as a company has really lost their sense of quality no matter the area. read more

Put on new coilovers a few weeks back Called this morning to see how long the wait would be for an alignment so i can plan my day around it. Went in around 2 they took my keys told me itd be done by 5 or 6. Didnt try to sell me anything i don't need and thankfully they can align lower cars with aftermarket suspension unlike other places. Only complaint is the steering wheel is still a little cocked to the 12:30ish position that im a little ocd about. read more

1) Takes the entire business day if you drop it off. So apparently, they leave you for last sometimes -- but wait? I dropped it off before 8am. So frustrating but I understand it gets busy, however that is pretty rude. If you call, you get the "there's 1-2 ahead of you speech" until close. So bananas to reason out. Just be honest please. 2) Every time I drop my car off here, there's UNNECESSARY tear around the drivers seat. I don't think it's intentional but just mishandling to new interior functionality. Please slow down and observe to adjust anything in people's interior vehicle. Lastly, please Do not smoke in it. 3) Compare and check other credible sources on what you're asked to pay and why. And forbid, you have a store card here bc they'll try to max it on ya go fig. I believe the overall car services are good/consistent here but the wait time can be awhile. So maybe they need to make space for gaining more business and more logical customer sitting. read more

Booked an appointment Tuesday afternoon for Wednesday morning at 9:30. I get there and was told they didn't have my appointment and the soonest they could get to my vehicle would be several hours from now, or Monday. Not to mention the few hours it would take to do the work, also I had children in the car and this is my only vehicle. The lack of compassion for not having my appointment is really what bothered me, the clerk seem annoyed to even have to deal with me. Will be strongly encouraging folks not to bother using them. read more

3rd experience where appointments were not honored and vehicle was not ready at the end of the day for an oil change and tire rotation despite dropping it off at 7:00 am. Ended up just taking the vehicle at the end of the day without it being serviced. read more

I've never seen a place take 2 hours since they pulled the vehicle back to rotate 4 tires. Definitely will be the last time I come here for any work done. Finally got the truck back and didn't even rotate the tires, I marked the tires so I knew. read more

If it's a battery you need, go ahead and skip this place unless you enjoy paying $300 for a battery replacement, labor & diagnostic that costs $120 at Walmart. This place took advantage of my daughter who's working her butt off to make ends meet in her sophomore year of college. Shame on this business for taking advantage of my daughter, who's far from home and didn't know better. Thankfully she called me (in tears) before they started the battery replacement. She still had to pay the $40 diagnostic fee - that Walmart does free of charge. Again, shame on this business. read more

My car pulled right and I came in to get an alignment and I was not sure if the problem was only needing and alignment or not. They finished my alignment and it still was not fixed well after seeing the numbered diagram they gave me when I checked out. I ended up going to another shop and they had to do a realignment on my car because this place did not do it correctly the first time. Luckily I got a refund here for having to redo the alignment. A man told me I may need my frame replaced because the car pulled right after they finished the alignment, even though I would have done nothing to damage the frame... it felt like they were trying to scam me to pay more money. read more

As much as I appreciated the complimentary brake check, the technician either didn't actually check it, slacked off on doing a proper check, or has no idea what he is doing. I was told I had at least 2 more months on my brakes and they wouldn't need replacement until then, along with the rotors. Fast forward a week later -- my brakes started making loud grinding, screaming noises and failed while pulling into a parking lot at 10mph. Brought the car to a brake specialist in town, where they showed my dad that two of the calipers were stuck, which essentially warped my rotors, and the brake pads were metal on metal. That's a very dangerous misjudgment to make, which could have also have been very expensive to my brake system if it had gone on much longer. Although, the brake specialists said that if I had waited much longer, I probably would have had an accident. read more

I would not recommend you bring your vehicle hear for anything. Convenient hours and full service menu is very appealing. However, in my experience/opinion: 1) service is not timely 2) service provided is not of high quality Most recently, I brought the vehicle in for a noise and when it was fixed ($1,400 later working on parts that Firestone had previously fixed multiple times in the last year) I drove it off property and the exact same noise was there, asked that when I come back that I can look at the original parts. Took multiple days and me calling to find out it was "fixed" again that first day. The new fix was just an "adjustment"... Top it off when I explained that I thought I was a good customer, one who brings all 4 vehicles for all service and can always pay; and that I thought the lack of concern that I was upset; they had nothing to say.. read more

I went to Firestone because one of their affiliates in a different city (Hibdon Tire of Oklahoma City) put one of my seats on top of my seatbelt, rendering it useless. Since there is no Hibdon in Waco and Firestone is an affiliate, they said I could take my car there to have it fixed. I spoke a total of three people at Firestone - a man who answered the phone, the man who I dropped off my car to, and the man who gave me my keys back at the end. All three were absolutely quick & polite - I was extremely impressed. Conversations that would take 10 minutes with an average worker took 2 minutes with these guys, and it wasn't because they were rushing me. They took care of my problem in less than an hour (it was free since Hibdon made the mistake), and even fixed a small unrelated problem at no charge. While I obviously can't comment much on pricing or anything like that, I would absolutely trust my car with these guys. read more

After going to two dealerships, this place fixed my car. Turned out to not be the battery. It was my coil misfiring. Great job guys! Keep up the good work. read more

Went there about 6 months ago for an oil change and an inspection. During my wait they continuously told me "30 minutes to an hour" until all of a sudden 4 hours had passed. I get that they were busy, but there's no need to lie about it. While they were inspecting my car they 1) took all of my stuff out of my glove box and left everything on my seat AND 2) told me I needed a new air filter in my engine, so I agreed and PAID for the filter. Fast forward to now, while getting another inspection from a different firestone (because I had such a horrible experience the first time) I find that while yes, they did charge me for the new filter they DID NOT replace it! They simply took my old filter out to show me and didn't add a new one. Words cannot express how unsatisfied I was with this experience. read more

Cruising through Waco on my way home to Austin and of course I get a flat tire. I of course am worried about getting to tire shop in time and getting the tire I need. Never been here, but they pull up my history and see I have been using Firestone for a bit now. Let me know they appreciate my business and that my safety is their concern. Getting me set up with a new set of tires and the customer service is superb and not just with me, with everyone who has walked in the door! I love that they tell everyone that they hope to see them soon, but not too soon. Keep up the great work guys! read more

Went here to get a broken belt replaced when our A/C went out. The team went above and beyond, stating after hours to help get our vehicle in working condition to leave with our son at college. They were courteous and helped us take care of an issue which could have been much worse. Very happy to recommend this Waco location. read more

This is the worst place to take your your vehicle to get fixed. Especially if you have an appointment. You can have an appointment and get there in plenty of time and they tell you your vehicle will. W ready at a certain time you can forget that. They do t even start on your vehicle until you call and check and then all of a sudden they can't talk to but will check on it call you back. Then they start working on it and an hour later you get a call that your vehicle is ready. If I could I would not even give them 1 star. It's funny you can go to Temple, Cedar Park or Round Rock and they are people of their word. But in Waco it's a joke. read more

Made an appointment online for an oil change. When I arrived, I was told that they weren't accepting appointments today. I told the employee that I didn't have a problem making one. He replied that someone should have called me. I told him that would have been nice so I didn't waste taking hours off work for nothing. read more

Slow 1hr + for oil change a bit excessive. Print coupon online before going to save some $....

I went in with an oil change coupon several months ago. They told me it would be done in two hours... When I returned 2 hours later, the vehicle had not been touched. The manager promised it would be done closing time. It wasn't. A simple oil change couldn't be completed in 3 hours! Overpriced & incompetent! read more

Made appointment online to bring car in for tune up. Website said someone would call me to discuss what services I was needing. Only contact from them was an email confirming appointment. I had ordered special plugs and ignition coils because local auto parts stores did not stock them. Get to Firestone on only day off to be told "they do not allow customer to provide their own parts." To me that says a lot about the shady "markup" some company's have on parts. read more

Never buy tires here again. It takes 2 hours to repair one tire. It seems to take 2 hours to do anything here. I will not be back.

I just left this garage not pleased at all. I scheduled an appointment for an oil change at 1:00pm. I wasn't seen for 50mins. I had to eventually ask for my keys back, as I was on my lunch break, and get an explanation from the person working the front desk why I had not been seen even when I had an appointment scheduled? The worker then explains to me, "Well just because you schedule an appointment doesn't guarantee you that time.." I told him that I am a McLennan Co. Court Officer and I understand "scheduled appointment" better than most. I completely understand that your garage may get backed up, however; on your website where we schedule our appointments, I really believe you need to enter the disclaimer, "oh and by the way, these "scheduled appointment" are just for our amusement, we will get to you when we get to you". But hey, at least they offered me a free bottle of water... read more

I dropped off my car around 1pm and they said it would be ready by the end of the day. I came back around 6:30 and they were still working on it. They were especially busy on this day. However, the man working in the store, Tristan, really did a great job. He was handling multiple disgruntled customers, including myself if I'm being honest, but was calm and understanding. He also gave us a discount, which was really appreciated. The work took a little longer than I'd had expected, but they got it done right and the car is back up and running now. read more

This place is ridiculous for wait times. A couple hours wait for an oil change but no cars in any bays and only 2 people waiting 15min after opening. And it's not just this location, seems to be the norm with all locations. read more

I took my Truck in for a Flat repair! $31.39 later I have it fixed, other Tire places Which NTB and Discount Tire said there would not be a charge! If the Salesman would have told me about the overpriced Tire repair up front, I would have taken it too another place. read more

Was told 20 minutes to change a tire. Hour and half later they still had not gotten to the vehicle. But seemed like the staff was was having a great time in the back. I suggest get tires fixed somewhere else! read more

My Wife took her car into the San Antonio Firestone for Brakes , Rotors ,Stabilizer Idler arm ,Strut, shocks and New Battery. A few months went by and I drove her car and asked if she got the items repaired and she replied yes. The car pulsated violently when braking , the idler arm was clanking like it was broke and I suggested to bring it back as it was under warranty. We are in Waco now so we brang it to the Lake Air Firestone. They explained the idler arm stabilizer was barley on not bolted on correctly and they did install new brake shoes only 10mths old. To top it all off they explained that there was multiple problems with the vehicle that ranged over $2,000.00. They said battery was dead and the fuse relay box was needed replacement because it fried out the wires and additional things where to be replaced and said that the vehicle will barley run. I denied the additional repair quote of over $2,000.00 because I can do the work myself but just want a professional to do it. When I picked up the vehicle I asked the Service tech to follow me outside to point out the issues , He never followed outside and I waited until finally I left. I pulled into the First Auto Zone pulled the hood open looked at the fuse box and wire and it did have some heat damage but the damage was from an incorrectly fastened bolt that was not grounding correctly. It took me 5 Minutes to get the tools from Auto Zone clean the cable tighten the bolt and solved the damn problem that would of for that particular item cost me $984.00. Ive been finding out this day in age its better to be pro active and figure how to do it yourself instead of reactive with scare tactics. The loose bolt was probably when they changed her battery out and has been getting bad contact since then. Im done with all these hacks. Look up your problem and fix it yourself its not that hard and itll save you tons of money from underqualified shade tree mechanics , hell I cant even say that I know shade tree mechanics that do way better work! read more

So nice!! Checked tires and makes sure everything was alright before sending me on our way

My daughter in college took her car into Firestone(Waco) b/c of a nail in the tire. The sales staff tried to sell her on a upgraded $188 tire! Before they replaced the tire, I had her go to Discount tire to see if tire was under warranty (purchased original tires 1 yr ago at DT) b/f we buy any replacements. Turns out Discount tire could easily re-plug the hole caused by a nail and put her back on the road in a safe vehicle. Fuming, I called Firestone to ask why they would sell her a tire that she actually didn't need? I was told that if the nail hole is 1 1/2 inches from the side, they won't plug b/c of company policy. I have a picture of the tire with the nail in it. It was clearly more than 1 1/2 in from the side. I then ask why would a tire company put anyone in a unsafe situation, especially if their only product is to sell tires? The Firestone salesperson said it depends on what their lawyers write up in the company standards. Really?!?!?!? After speaking with the rep at Discount Tire, he said DT has MULTIPLE checkpoints they MUST do in order to place any tire back on the road! It frustrates me to another level that a commission based salesperson at Firestone would take advantage of a young college student away from home. Its also a shame that an American company (Firestone) was bought out by a Japanese company (Bridgestone) which clearly has unrealistic policies in order to make the extra American dollar off our youth. read more