Firestone Complete Auto Care

Feb 06, 2025

I'm quite disappointed with my recent experience at the Firestone on Broadway in Louisville. I initially brought my car in for a whirring sound and intermittent starting issues. While I understand that diagnosing such problems can be challenging, a few aspects of this service fell far short of my expectations. First, the communication and documentation were both insufficient. While I did receive some email updates, they weren't comprehensive enough, leaving me feeling underinformed throughout the multi-day diagnostic process. More frequent and detailed communication would have been greatly appreciated. I also experienced rudeness from staff members on the phone. While I can be understanding if someone explains they are having a rough day, curtness and disrespect without explanation are suboptimal. My sister, who also interacted with them by phone, also felt they were rude at times. For a multi-day diagnostic process costing several hundred dollars, I expect a more comprehensive report detailing all the tests performed, the specific findings of each test, the rationale behind their conclusions, and a clear chronology of the steps taken in the diagnostic process. Knowing the specific tests they ran and their conclusions would be very helpful for me to verify and cross-reference their work. While their explanations weren't necessarily vague, they could have been far more thorough and proactive. Second, a check engine light appeared immediately after I left the shop. When I returned to inquire about it, the staff offered no clear explanation for the new light. This is simply appalling. Combined with the "whack-a-mole" feeling of constantly addressing new problems, it raises significant concerns. Did they inadvertently cause this new issue while trying to diagnose the original problem? It certainly feels like a distinct possibility, and it makes me question the competence of the service. This new issue should have been disclosed proactively, not after I noticed it myself. I felt like the person at the desk couldn't comment on it properly, which was unhelpful, seeing as I had discovered a potentially new issue. To spend hundreds of dollars and then immediately encounter a new problem feels appalling. Third, the overall value for the service is highly questionable. I spent several days without my car and hundreds of dollars, yet I left with a new check engine light. This is simply not a justifiable use of my time and money, especially so soon after a previous, expensive service at another Firestone location. It's concerning that after spending thousands of dollars at Firestone in Lexington just a few months prior, a potential starter issue (or whatever the check engine light indicates) would arise so quickly. It makes me wonder if the initial inspection was as thorough as it should have been, as it seems far too early for such a significant issue to develop on a relatively new car. I can't keep spending money on repairs and feeling uncertain about progress. If the check engine light turns into a new issue, and my hunch proves correct that a new problem was created while trying to solve the first, I will update this review and share my experience on other platforms. I expect far better service, communication, and expertise, especially given my recent history with Firestone. I require full documentation of all tests conducted, including the specific results and conclusions drawn from each. The check engine light issue is also definitely very frustrating.

Feb 03, 2025

I’ve come to this location several times for several different reasons. I have never had a bad experience, the manager is always personal and takes time to understand my concerns and needs. The mechanics are always friendly and they do good work. I will continue to come to this location for their customer service and attention to detail.

Jan 31, 2025

DON'T GO HERE! When my car was having issues starting up, I came here because it was close by my workplace. When I explained the problem I had with my car, the guy at the front desk seemed very judgemental (??) about my issue and how I explained it, and said the things I literally experienced my car doing didn't make sense. Weird thing to be judgemental about, especially when I'm clearly not a car expert. I had taken it to AutoZone the night before to see if it was a battery issue, and they suggested it might be the alternator, so I relayed that information to the front desk when dropping my car off. They charged me almost $50 just to CHECK to see if the alternator needed to be replaced, "because the part's expensive"...only to call up me hours later to tell me that there's no problem with the battery/alternator or starter, and instead he listed off a bunch of irrelevant issues with my car and framed those as the potential causes my car isn't starting. I don't know much about cars, so I believed the guy because he sounded nice over the phone. He wanted to charge me almost $1000 for the random work they were gonna do under the hood, but I told them I didn't have that much, so I could only afford whatever was most important that would allow my car to turn on normally. I ended up paying $500 to replace radiator hoses (??) and a couple other small things that honestly, I probably could've done myself. I just believed the guy because I was desperate for my car to work, the week before Christmas. After picking it up, it was still slow turning on, and then Christmas day it wouldn't turn on again. I couldn't afford to bring it somewhere else to look at it because I was already out $500 on some BS that made no difference to how my car was running. For a month, I had to use a portable battery to jump my car every time I turned it on because it CLEARLY had an issue. I ended up taking it somewhere local and family-owned, who told me this Firestone and some other corporate-owned locations were actually the biggest scammers in town. Seems to check out! It ends up that my starter was the issue, and it only cost me $300 to fix it at the other mechanic. I can't believe Firestone scammed me out of $500 the week before Christmas! Totally untrustworthy. Go literally anywhere else! 😩

Jan 24, 2025

Called to get a warranty on a part that was replaced by a out-of-town Firestone that is over 200 miles away. The manager refused service citing that they cant work on a vehicle older than 25 years and that I must go to the original firestone. Firestone has informed us that any Firestone can warranty a part from another Firestone and that this should not be the case. Dustin who I spoke with on the phone was a very nice and very clear communicator! Totally a problem with the management refusing services or just not knowing their own company policies.

Jan 24, 2025

Came in to get air in my tire and was told it would be about 30 mins if not longer to get air in my tire. I was told that it wasn't high on there priority list. Very rude. It's air. My husband is a tire tech and he would never treat a customer like that.

Jan 24, 2025

Dustin deserves a raise!!

Jan 24, 2025

Went in to get my alternator replaced, later received a call saying i needed to purchase a new radiator because they broke mine while replacing my alternator. Ended up having me pay both parts and labor for new radiator they broke that wasn't even a problem to begin with. Would not recommend taking your car here if you like keeping your money to yourself.

Jan 10, 2025

Came in for low tire pressure issue during the inclement weather and Dustin worked me right in. He and his staff offered me exceptional customer service.. and just wanted to say thank you for a positive experience and a delicious cup of coffee!

Jan 07, 2025

Fast and friendly service consistently

Jan 07, 2025

Something got stuck in my tire 20m before they closed on Christmas eve, they got me taken car of and back on the road for $20

Jan 07, 2025

These people are rude. The manager is rude. I wouldn’t go down there unless you had to. I went down to see about getting a tire fixed on my car and they wanted like 35 to 40 bucks. Depends on what’s wrong with it and if you park your car after the parking lot, they will drive it in on a flat and tear your tire up. That’s what the manager told me so I had to figure out some other way to get away from there. I knew they wasn’t right so I wouldn’t take nothing down here and get it fixed to get it worked on because they don’t act like they care about nothing stay away from this place if you had any sense, they are very rude unprofessional. I wouldn’t trust him with my cat much less my dog to work on stay away from this place.

Jan 07, 2025

Trustworthy and competent.

Jan 07, 2025

they really prefer not to service cars over 100k miles Update 2024: if you don’t like your job please find other lines of work! Communication goes a long way! Not to mention the disgusting attitudes! Yuk!

Dec 07, 2024

Everything was great place was clean, employee's very helpful and mindful of everything that was going on

Dec 07, 2024

Extremely unprofessional!! Do not go here. Called ahead about needing to order parts and schedule maintenance, was told to come to the store to place the order. I arrived less than a hour later to the guy who I spoke too having an attitude about me actually showing up and then stating he didn't even know how to order parts. Tall with long brown hair with brown jacket and glasses. Needs to be let go for unprofessional and not even knowing how to do his job. I never leave reviews but this experience is not exceptable. Don't waste your time or money here.

Dec 07, 2024

Great customer service and quality service

Dec 07, 2024

The guys are KOOL!!!!!!

Dec 07, 2024

Took my Mercedes S550 here because the waiting list at the dealership was too far out and I wasn't getting cold air from my A/C unit. They had a special going on for a A/C systems check for only $9.95 so I know that they have ASE Certified mechanics there so I had them run the check and they provided me with a computer printout showing that the compressor was bad along with the condenser and with labor charges came out to $2600. I did my homework and was content with the estimate and got my car back less than 8 hours later. The dealership would've had my car for a week and I didn't want to drive the loaner car they offered. So I am very satisfied with the decision and the results and highly recommend them for all of your automotive needs.

Nov 07, 2024

Awful service. Inaccurate diagnosis of the problem.

Nov 07, 2024

Made an appointment at 2pm today and was very disappointed. Found out despite what it says on google maps and their website they do not do transmission fluid and he asked what I wanted even though I put what I wanted on the appointment and he was VERY rude, talked down to me like I was a child, older guy with glasses. Would not recommend coming here if you don’t want to be talked down to

Oct 07, 2024

The mechanics are very good they know all types of vehicles to service. They kept my 2009 in excellent running condition and hoping my 2014 Camry will be made the same with time and lower prices. The staff is great even the new guy Dalton. I wished my tire could have been repaired but I was told it was to close to side so a patch or plug wouldn’t work so I had to buy a new tire and replace the battery in my key. You always hope things could be repaired without coming up with a lot of money at one time unexpectedly. But I ‘m rolling again. Thanks for your help and support.

Oct 07, 2024

Well, I've lived in Detroit for over 52yrs, and I still resides there, but I started coming to Louisville Kentucky in 2019, because my daughter got sick from 2 failing kidneys, and my Granddaughter daughter is only 8yrs old. So I travel back and forth a lot to come and help her out with my granddaughter. I started with a sensor repair, then later on, Brake replacements, replacing flat tires, buying New tires etcetera!!! I have made this Firestone location my No 1 go to place. Everyone always treat me with kindness and fairness when I come to Ken tucky. I don't get that kind of service in Detroit where I live. So Im ALWAYS!🥰🙏🙏💕💘 Satisfied when I leave their place of business.

Sep 07, 2024

So these guys are great there was a miscommunication with am appointment I had and while I was very grumpy Jesse was very understanding and even got me squeezed in in the place of a cancelation thanks so much awesome work 😊

Sep 07, 2024

They broke my rear camera and didn't even say anything to me 🤬

Aug 07, 2024

Made an appointment to have a tire changed and it took them 3 hours to do it. Multiple employees walked by me and said nothing. It was later revealed they forgot I was there and didn't seem to think my car was a priority. No effort was made by management to rectify the situation. Terrible experience.

Jul 07, 2024

Brought my car in for a flat tire. They called to let me know it was ready so I rescheduled a few work appointments to get it picked up. Paid roughly $22 because they said they were able to plug the hole. Went to out to my car and it was still flat. Apparently they took out 2 nails and didn’t think to check for any more. Now my appointments need to be rescheduled again and my tire has to be replaced. Terrible experience.

Jul 07, 2024

From Ohio and in town for a concert. Tire needed checked due to low air pressure. My husband took off the tire to have it checked. It took about an hour or so to fit us in. We came back after having lunch and the tire was done. They found the issue and fixed it. Even put it on the vehicle. We were very pleased that they fit us in. Thank you.

Jul 07, 2024

I came here to use a voucher & did everything I was told to do. To hold someone’s car hostage until the check comes in the mail is bizarre when that’s the point of the voucher. The Manager is Extremely rude and has IDGAF Attitude. Treated me as if I was trying to drive my car away without paying for the service. This guy shouldn't be in customer service, especially not a management role. I will never use them in the future. If I could give no stars I wouldn’t.

Jul 07, 2024

I was previously a loyal customer, and took my vehicles here for regular maintenance and one major repair. Recommended them to my parents when their vehicle broke down near Louisville. My parents were charged for a new battery, took their vehicle, and it promptly broke down again in Shelbyville. A mechanic out there noted that the battery in place was two years old. Coincidentally, my father had put in a new battery two years ago. You do the math. I will not be returning here.

Jun 07, 2024

In and our for appr for new battery in less than a hour.

Jun 07, 2024

Team was fast and professional. Thanks! : )

Jun 07, 2024

The people there are nice, but they broke the spring on my front drivers side strut, went ahead and put a new control arm on, and then aligned it to that broken strut. They said nothing about breaking it and now don't answer the phone. I initially brought my vehicle there last Wednesday, they did no real work, and I had to bring it back the next day (my appointment was at 8am wednesday). When the work was done Thursday evening, I called them on my way home to tell them something was wrong. They told me to bring it back the next day and they'd look at it. I did and they never looked at it and just told me in the lobby that it was probably my break pad(I had already made plans to bring it back when I had the money to fix that) but that it was not big deal and sent me on my way. When I got home for the day on Friday, I took a look and saw the broken strut. Now they never answer the phone. Can I just get my money back? I paid over $1,000 for just more problems than I had when I brought it in, and now I have no money to fix it.

Jun 07, 2024

Very quick service, good communication, and professional.