Firestone Complete Auto Care

I have been a Firestone customer for several years in NY. Recently had a flat tire at 5AM on the NJ Turnpike. Thank goodness for AAA. We reached our intended destination on the spare. Now I’m 400 miles from home I need new tires. Thank goodness Firestone is a national company. I called Firestone in Grafton VA. They had all of my vehicle information. Pro rated my tire which saved me Some $. Grafton”s customer service was excellent and I highly recommend using there services.

I came here with a 1pm appointment for a rotation, alignment, and balance. I saw my truck still on the same parking spot at 2:45. I asked for an update and was told my truck wouldn't be ready for at least another hour and a half once it was pulled in. I requested my keys back and thanked them for letting me know that they were so far behind (sarcasm). Absolutely no customer service here. On another note, I got an oil change here a year ago and it was leaking oil the next day. I took it back for them to investigate and they told me it was from the drain slide. It continued to leak and I took it back once again were they identified that they damaged the drain plug and replaced it. I have had some good experiences here in all fairness but when they suck, they really suck! And there is

Michael was great! From the time that I walked into the store, he made me feel welcomed & at ease. He gave me reassurance that my car needs would be properly taken care of. Michael exhibited a refreshing level of professionalism. He provided prompt service. He was also very informative about my car issues. Outstanding customer service, & he did it all with a smile!

I was lied to by one of the desk receptionist. She REPEATEDLY told me on the phone call that the price she quoted me INCLUDED the cost of the tires AND tire sensors. I replaced two and planned to the other two when needed. Time came and I replaced the other two tires with sensors only to find out that they never replaced the sensors in the first 2 tires. I tried to explain only to get told, "No, we just replaced the tires"

Memorial Day weekend. I was in a terrible bind and stranded with a nail in my tire. I walked in and was kindly greeted by Vanessa. 😊 I told her my situation and she stated that they couldn't get to me until tomorrow. I pleaded with her and told her that I had the tire with me and could just roll it in. She asked me to retrieve the tire from my car and she'd see what they could do for me. I rolled the tire into the store as she spoke with Matthew in the shop area. He came out, greeted me and inspected the wheel/tire and said "no problem, we got you." 😎 About 15mintues later, I was all patched up, and without a scratch or blemish on my custom Enkei wheel. 🥰 I truly appreciate the FRIENDLY, GREAT service and going above and beyond to help a customer in need. You and your team wil