Firestone Complete Auto Care

Dec 06, 2024

Overall my experience was good, Eddie was super helpful the night I dropped off my car for new tires and and alignment cause the streets of Baltimore are unforgiving 😆. Ashley was patient with me anytime I call to check the status of my vehicle. Knowing that they are understaffed, I would have liked to be updated the end of the day if my vehicle was going to be held overnight, Even if it was via email or text.

Nov 07, 2024

Eddie and the crew always take good care of us. I have had multiple vehicles serviced here. Tonight I got home from work late and Rob even stayed after closing time to allow me to pick up my daughter's vehicle. Great customer service!

Nov 07, 2024

Firestone Fellas had me in and out... brought 4 tires.... was only there for about an hour. Excellent service, very knowledgeable and friendly

Nov 07, 2024

Rob and the team took care of my car. Rob was transparent with the prices and details. Explained the discount amounts. Smooth business with this firestone

Nov 07, 2024

Rob the tech and Eddie the manager provided more than 5 star mechanical service and customer service. Went above and beyond at so many levels to assure quality and complete repair.

Nov 07, 2024

Rob took care of everything.

Nov 07, 2024

Rob was very helpful with my problems

Nov 07, 2024

This has been the most frustrating, time-consuming, and costly service experience I’ve ever had, and I highly advise anyone considering Firestone for brake work to look elsewhere. It all began when I brought my car in for squealing brakes. After nine visits, countless hours lost, and an astonishing lack of professionalism, the issue was finally resolved, but at a tremendous cost to me, both in time and frustration. *Initial Brake Job Gone Wrong* The initial problem involved a grinding noise coming from my rear brakes. Over the course of the first six visits (yes, six), the staff repeatedly failed to resolve the issue. It wasn’t until they completely redid the rear drum brakes that the problem was finally fixed. But by then, I had wasted numerous hours going back and forth, dealing with the same problem over and over again. *Unnecessary Repairs and Poor Communication* What makes this even worse is that it’s possible the rear drum brakes weren’t even the real issue. The original grinding problem seemed to have been resolved after resurfacing the front rotors during the third visit, raising serious questions about whether the rear brake work was needed at all. This just adds to my frustration and makes me feel like I was charged for work that wasn’t necessary. In addition to the poor repair work, the communication throughout this entire process was abysmal. I was initially asked to bring printed copies of my Uber and Lyft receipts (which totaled $120+) to the store manager, Eddie. After wasting my time pulling up, printing, and bringing in those receipts, I was told they actually needed to be emailed instead. This level of disorganization is unacceptable, and it caused me even more unnecessary effort. *Front Brake Issues After Resurfacing* Just when I thought the nightmare was over, another problem cropped up. After Firestone resurfaced my front brakes as part of their attempts to fix the rear, my front brakes began making a low-pitched, pulsing grinding noise when braking from low speeds. I could feel the vibration through the brake pedal, and it’s louder than the original issue with the rear brakes. Given that Firestone also replaced these front brakes last year, I can’t help but feel this issue is the result of the subpar workmanship that seems to be a recurring theme here. *Unprofessional Staff and Long Waits* The staff at this location exhibited a shocking lack of professionalism. On more than one occasion, when I came to pick up my car, I was left waiting in the lobby because no one was at the counter. During my seventh or eighth visit, I had to interrupt the technicians to ask them to find Eddie, the manager. There was simply no concern for customer service or even basic courtesy. The store manager had the nerve to say that he “didn’t want his store to take the hit.” With all due respect, I don’t care about your store’s bottom line–I care about the hit I took in lost time, transportation expenses, and hours of frustration. *A History of Poor Service* Last year, when I brought my car in for front brake repairs, they over-torqued the rotors, causing pulsing when braking. After fighting with me and insisting nothing was wrong, they finally admitted fault after a manager drove the car and noticed the issue. They replaced the rotors for a second time. Despite this, I made the mistake of giving Firestone another chance, thinking this time would be different. I deeply regret that decision. *Final Resolution After 9 Visits* After nine visits and considerable stress, Firestone, through the intervention of an area manager, was able to finally get my car in proper working order. Not only were their repairs faulty, but their customer service was appalling, their staff was rude and dismissive, and their management seemed more concerned with avoiding internal penalties than actually resolving customer issues. I was able to get the brake job refunded and my Uber receipts covered, I do appreciate this. But the lost time, missing work, and frustration cannot be compensated for.

Nov 07, 2024

Good Shop, good location, helpful people, service done quickly.

Nov 07, 2024

I never rarely, if ever, leave negative reviews because I'm very understanding about what businesses have to go through, but the way they handled things were incredibly frustrating. I came in for an appointment on a Wednesday for an oil change. They call me to let me know my rear brakes need work done. I directly told them if they can't get it done that day, I'd like to pick up my car, and we can schedule the brake work for another day because I needed my car. He swore to me they could get it done that day, so I said go ahead. Next thing I know, I'm getting a call 15 minutes before they close, letting me know the parts they ordered for the brakes were wrong, so they won't be able to fix it that day AND they need to keep it overnight because they already took my brakes apart. So, I understood, and rearranged my plans in response to this. He tells me they will have it done at some point Thursday morning, and they'll give me a call for when I can pick it up. Thursday- I hear nothing from them all morning. I try calling at noon. The guy tells me it will be ready by 5 PM, so come in around then and pick it up. I get there at 5 PM. A new employee is behind the desk, not the same guy I had been dealing with up to this point. I give him my name, and he immediately goes, "Oh...I guess he never called you. We still haven't got the parts, so we're going to have to keep it tonight, too." At this point, I'm just fuming. I am being forced to screw up my work schedule for 2 full days because of this. They seem to show no sympathy for my time or how this is inconveniencing me. Friday- Finally, my car is ready at 3 PM. No discount, no "I'm sorry for the inconvenience." Or any kind of remorse. I am hoping desperately the work they did do was good work because as it pertains to awareness, communication, and customer service...they're scraping the bottom of the barrel. I never want to step foot in this place again. Horrendous.

Nov 07, 2024

Rob at the front was very nice. They special ordered the tires for my car. The installment was speedy and professional.

Nov 07, 2024

Rob was great!

Oct 07, 2024

I called them 3 minutes till close because I had a massive blowout on the highway! Most shops would not have even answered but not Firestone. A guy named rob answered the phone and the first thing he said was are you okay. Long storey short they all stayed a hour past close just to get me back on the road. Highly recommend!!!!!!

Oct 07, 2024

Rob is a lifesaver! So helpful and kind. Went in for a flat tire and was able to get in and out within 30 minutes because of him. Can’t recommend this location enough. If you ever need car assistance, go here and ask for Rob!

Oct 07, 2024

Rob was great! Knowledgeable, courteous and professional! Will refer friends to Firestone!

Oct 07, 2024

Rob was super helpful. Service was fast and very affordable. Thank you!

Oct 07, 2024

Want to say Eddie C., the store manager, took care of us while visiting Baltimore. Our Brakes went out. He and his crew got the needed parts quickly and had us on our way in under 4 hours. Can't say enough for him and the crew !!! Thank you.

Sep 07, 2024

I had an amazing experience at this location. A huge thank you to Eddie, Will and the entire Firestone team for not only being extremely professional but efficient as well. I truly appreciate it!

Sep 07, 2024

I'm at this Firestone cause after a bad experience withanother firestones customer service,and I knew I could count on this location to make the Firestone experience great. I came in last min with an appt fumble at another location to fix my breaks. Could not be more happier with the customer service and repairs at this location. Which is my usual location. They literally took me in last min to make up for the misunderstanding at the other location. I love this location they go above and beyond to help you it's after closing and I'm still here waiting for them after taking me super late in the day. No place like home love this location and how it is professional way above the horrible service I got from Howard Street. Will always come back to this location thank you Firestone ii can still count on you

Sep 07, 2024

I've been going to the Hanover Street Firestone location for more than 25 years. Through changes in staff, changes in management, I've always felt comfortable there and received steady and dependable professional service. The past few times have been miserable. I won't be going back. 1) Both times they ignored the service that I requested (conventional vs. synthetic motor oil). The first time they ignored it and went ahead and put in the wrong thing without asking me. The second time they did call before putting it in, but spent ten minutes arguing with me about what I needed them to do, and then had to "get permission" from someone else. 2) They no longer call at the beginning of the day, before doing anything with the car, to verify the scope of work and check in with me about any concerns that I need them to address. 3) They promised, TWICE, to call back after looking for answers to something. And both times, failed to do so. 4) They've been incredibly slow about getting the work done on the timeframe promised, both times disrupting core family responsibilities like PICKING OUR KIDS UP FROM SCHOOL. I don't know what the deal is over there--but it's bad.

Aug 07, 2024

Had a great experience on Sunday and Sterling was great to work with - super communicative and responsive to all of my requests. I will definitely be a repeat customer but hopefully not anytime soon! 4 new tires should keep my vehicle on the road a long time.

Aug 07, 2024

I had a good experience but felt shorted . I have cold air but stail.

Aug 07, 2024

They were very profesional and very communicative to update me with the car being fixed

Jul 07, 2024

Heard good things from my partner. However I was constantly told my car would be done within an hour and someone was working on it. That hour turned into a day and a half for an alignment. The only good things I have to say is that the location is convenient and the prices aren’t bad. Just know if you bring your car here, expect it to take awhile.

Jul 07, 2024

Not worth it - even if it was FREE. The Firestone logo should be a middle finger to the customer, along with the slogan, “Liars Selling Tires” or ‘Slow Folks Moving Slow, Fake Fixing Cars.’ Three (3) hours after showing up on time for my appointment (which they insisted I make), they still hadn’t even touched my car. I simply wanted new tires installed on my car –they made that look impossible. Staff kept saying, ‘I think you’re next’ - yet I was the only customer at the entire place. Like service at a bad fast-food restaurant, the unserious workers at Firestone act like they are doing you a favor and have a ‘take it or leave it attitude.’ After 3 hours of wasting my time, I took my car to a real tire place nearby (Gerry's Tires in Fells Point). Don’t waste your time and money with folks who are unconcerned with earning your business. No stars, straight garbage.

Jul 07, 2024

Went in for an alignment. Picked up my car and went to put something in the back seat. When I touched the handle, it came off of the car. There was fresh glue on the handle that wasn't even dried yet. The manager said there wasn't any reason for them to have opened it, so they probably didn't do it. The car had been there for 2 days, so "someone" had just broken it off and newly glued the handle back on.

Jun 07, 2024

UPDATE: Took my car to the dealership. The tire pressure sensor that Firestone charged me to replace was actually only replaced with a rubber plug. Brought my car in 3 times in the past 6 months for a flat tire. The third time I brought it, they told me the flat tire was not the one they repaired for my 2nd visit. They installed new components to a different tire, filled up my flat, sent me on my way. 1 week later I still have a flat tire. Also very condescending/patronizing at the front desk.

May 07, 2024

Popped our tire as we were leaving for the O’s game. Went in and they had it taken care of within 20 minutes. Great staff.

Apr 07, 2024

Good services and friendly employees

Mar 07, 2024

This location is the WORST I always book an ahead and they still find away to disappoint. Today I had an appointment for an oil change and it was for 8am online gives you an option to stay or leave your car. This man said you have to leave it and IT won’t be ready til 130pm REALLY!! IT TAKES 30 minutes to do an change oil and this is EVERYTIME!! I’m never coming back NEW MANAGEMENT TRASH 🚮

Mar 07, 2024

Tightened my oil pan knob so tight a new place can not open it.

Feb 07, 2024

Everyone at this Firestone is so nice- I always go without an appointment and am surprised at how quickly they get my car done. Also, overall great communication.

Feb 07, 2024

On a snowy day with a rental vans tire leaking air John came to my rescue when Enterprise Rental didn’t. He saved the day and my sanity. I was able to drive home safely. Thank you John! You’re a gem!💎

Jan 07, 2024

Beware. I had my car towed there on the recommendation of my insurance company. I had to call them late in the day, and they had no idea the car was on their lot, a tiny lot. There are two people I spoke with several times over the next day, they would call and ask again why the car was there after already telling me once the problem wasn’t the battery (which was dead). I told them their behavior made me very nervous. I had to call back to the insurance company for a new tow to take the car somewhere else, these proprietors then sent the tow truck away and insisted I pay 35.00 for their time. Then they said no, it’s ok, and I had to call insurance again for another tow. There seems to be one older guy who kind of knows what he is doing, and a younger guy who is real jerky, and knows absolutely nothing ever. The service overall caused me to complain to my insurance company about how inept this location was, all of who h they noted in their records, and said they would not be recommending this location any longer. Beware.

Jan 07, 2024

Took car in for basic engine lite on and ended up with a scroll of various charges and services they wanted to do totaling several thousand dollars . Went to local garage in Fed hill and they couldn't believe what was on work order . Fixed engine light for $179 Never again