Firestone Complete Auto Care

I have always been a loyal customer of Firestone when it comes to purchasing my tires and today’s experience did not let me down. Anthony my service provider at the E. Bert Kouns Ind Lp location was patient, informative, and knowledgeable. He really made me feel comfortable with considering all of my options and making the final determination. I highly recommend Firestone when you’re looking to purchase tires or other services.

These days, service people being nice is a plus. Thats the best part of the service here. They were nice! The problem is that Firestone, supposedly built on integrity - according to the original founder of Firestone, has unnecessary charges built in to their services. If the customer doesnt notice them, then too bad. As an example, a $20 shop fee. Its there "because they use special tools" or "add a tiny bit of grease" or "something else not large enough to actually charge for", so they just charge every single customer that fee. I dont think thats honest. Why? Because Firestone is already charging its customers a fee to perform a service, and those things should be included in that fee. In fact, my alignment was twice the price of anywhere else locally. The only thing I got out of it was

Picked up my Mercedes today and the guys didn't an awesome job. Really good service; they kept me up to date and the price was also fine. good Job

I only needed a tire rotation and help lowering the spare tire from under my truck. I was informed of why I couldn’t lower the spare tire within minutes of arrival at no charge. Then, after the tires were rotated in very short order, I realized that I didn’t have my wallet with me and tried to pay with my phone which also failed. I then asked if it would be ok if I went home to get my wallet, but instead the entire fee was waved. You don’t see service like that much anymore. I intend to get all future maintenance on my vehicle through this Firestone location and couldn’t be more pleased. This event was the second time that this Firestone location has helped me tremendously.

Hello, I’m reaching out to share some constructive feedback regarding how customer complaints should be handled at any level. My goal isn’t to place blame, but to offer a suggestion that could help improve customer experience and consistency across locations. From a customer perspective, it would be helpful if employees especially store managers should be given clearer guidance on how to respond when concerns come up. Simple things like acknowledging the issue, listening without becoming defensive, and showing empathy go a long way. Even when a problem can’t be immediately resolved, customers want to feel heard and respected. Do not disrespect the customer by walking off or acting like their problem wasn’t important like Eddie did. I believe it would benefit the company to coach employe