Firestone Complete Auto Care

Dec 04, 2024

I made an appointment for 8 am. By 3:30 pm, after not hearing anything, I ask if the car is ready. They tell me that nothing will be done til the day after, despite having made the appointment at 8:00 am. No apology. The service was only an oil change and state inspection. 8 hour wait for nothing.

Nov 21, 2024

Got my oil changed today 11/17, picked up close to closing time. The guy working today was holding it down. Was so nice and courteous but you can tell he was the only one working, could tell he was busy but still did a great job. Give this guy a raise because he was so busy but extremely nice and helpful.

Nov 21, 2024

We drop a car for aliment at 11am. We came pick up my car at 5 pm. Firestone even didn't touch the car. My day off was ruin. What waist of my time. They even didn't call and not sorry for there service. This about Firestone on 4910 W. Broad st. Richmond, VA, 23230 I'm not recommend this place.

Nov 07, 2024

Insanely horrible shop. Manager is unbelievably incompetent and slow.

Nov 07, 2024

They keep my car running. 4910 West Broad Street has excellent customer service.

Nov 05, 2024

Amazing customer service!

Nov 05, 2024

Recently had tires installed, an alignment, and an inspection done here. Two different visits. The team is great and transparent. They completed the car within the estimated timeframe. I event got a call to let me know I was due for an inspection and the team did that as well. Laquita is lovely, communicative, and to the point. She also was great at keeping me updated. I would recommend this location! Just keep in mind they are busy— can’t rush a job well done.

Oct 05, 2024

Beware - this location does not honor online appts. Made appt online for next day service at 10am to fix flat tire. When we showed up at appointed time, they noted that they could see the appt in their system, but they hadn't seen it earlier that morning (the appt had been made online the day before). They could MAYBE fit us in at 1:45, but no guarantees. We left and went to NTB down the road where the tire was replaced IMMEDIATELY. The following day, we received an email from Firestone saying we had an appt for two days later! DO NOT BOOK ONLINE AND EXPECT SERVICE.

Oct 05, 2024

Friendly response from the start followed by quick evaluation of my tire problem and solution offered. This was done in a most timely manner. I was very impressed

Oct 05, 2024

If I could give no stars I would. Took me 10 tries to get my car in for an inspection because every day they said "come back tomorrow". When I finally got it in, I was quoted $691 for a ball joint plus $120 for alignment to pass inspection. I knew they were overcharging, so I took it elsewhere. Turns out, the ball joint did not need to be replaced and the car was completely fine to pass inspection. On top of that, an uncomfortable comment was made to me when I was leaving Firestone by a mechanic. It is safe to say that I'll never go back here and felt disrespected for the attempt to charge me and fail my car for something that didn't need to be replaced. Don't waste your time here.

Oct 05, 2024

They always make sure everything gets done right before calling you and saying your car is ready, very polite and great customer service and I appreciate the whole Firestone Team, keep up the great work Team 👍🏽👍🏽👍🏽👍🏽👍🏽

Sep 05, 2024

Called them about availability for a state inspection. They told me they weren’t busy and to come in. I came in (around 10 AM) and was dismissively told to try again tomorrow. They do not value your time here, do not bother wasting it.

Sep 05, 2024

I came in on a Saturday for a 9am appt for an oil change and it took them 2.5 hours meanwhile I asked if they could do an inspection as well and they couldn’t that day was told to come back the next day when they open. I did which is today I was told there was only 2 cars in front of mine this morning when I dropped it off at 9am for an inspection, after 5 hours I walked backed to the facility and my car still has not been seen.

Sep 05, 2024

I did not make an appointment to go and I was well received by the 2 colleagues who attended to me, the inspection took no more than 20 minutes - the car is also new, only 1 day old - and I left with my inspection and very satisfied with the treatment, kindness and professionalism.

Sep 05, 2024

I live out of town and I saw that the inspection was last month and they were close by so I took there and got right in and they took care of me.

Sep 05, 2024

So thankful for Scott and the team at Firestone. They were friendly, professional, and went out of their way to be helpful. I would highly recommend and wouldn’t consider going anywhere else in the Richmond area for service.

Sep 05, 2024

They don’t offer all the services like they say they do. I booked a 8am wheel alignment, on the website it asks you what kind of vehicle you have when you book the appointment. My appointment was confirmed and when I showed up they said they do not do alignments on BMW’s. Very rude staff aswell. 0/10

Aug 05, 2024

A big thank you to Dave, Laquita, and the Firestone mechanics who helped my daughter out on a busy Saturday morning a couple of weeks ago. She woke up to four slashed tires, and her car was towed to this Firestone location. They took good care of her and her vehicle, and helped make an upsetting situation better. We truly appreciate that they went above and beyond to help her out.

Aug 05, 2024

I drive 7 days a week for a rideshare company, every hour I miss costs me money.I made and appointment to have it checked out and serviced if needed. My appointment was at 9:00 and I got ther a half-hour early. they guy took my info. told I would wait. He said there were 2 cara in front of me. I said, it would be"a minute" so I should probably leave. I said but I have an appointment. He said "an appointment just gets you in the building." I was not pleased to say the least. If you think that is good business, by all means go here. But me,never.

Aug 05, 2024

I recently bought a used car. I felt some rumbling and heard some odd sounds coming from the wheels/tires, so I came to have them checked out, balanced, and rotated. Everything seemed to check out, they recommended a brake flush, and I was on my way quickly. No comments or recommended services on anything related to my tires. Two-ish weeks later, I get a flat on I-95. Roll into a Walmart and have the rear tires replaced. The mechanic brings me one of the tires - my TPMS sensors were ripped out, the inside of the tires were gutted, the center tread was worn down so much I could pour a bowl of cereal in it, and the edge of the tire shows uneven wear on one side. He tells me my alignment is atrocious & that all FOUR of the tires look like this. He was absolutely astounded that I just had tire service done at Firestone, and could not imagine HOW they didn't tell me any of this. On top of that, he tells me that the weights aren't even BALANCED, and balances them for me as a courtesy. He says that there is no way these wheels were balanced two weeks ago. So at the end of the day, my wheels weren't balanced properly, they tried to upsell me on a brake flush, and sent me out the door with a mangled alignment and four tires that, in the Walmart mechanic's words, "are some of the worst I've ever seen." It's either extreme incompetence, or just a lack of respect for their customers or concern for their safety. I just can not fathom how a professional could take those wheels off and not say ANYTHING. This crew needs to be checked. Seriously. I will say, the manager was extremely understanding, respectful, and gave me a full refund. Thank you for that. I hope that going forward, this shop gets their act together.

Aug 05, 2024

The service was thorough and I even received an unexpected discount. The technician was alert and noticed signs of extreme wear on my tires that could put my safety at risk on the road and he proceeded to recommended a new set at a reasonable price. The technician quite possibly saved my life!

Aug 05, 2024

Whoever they have answering the phones is a complete moron. Please fire him, thank you

Jul 05, 2024

Clean location. The tech checked out the vehicle to find the issue. Quick repair, well done.

Jul 05, 2024

Great customer service by Mechanic and Manager

Jul 05, 2024

Not a good experience today with our tire replacement. I booked an appointment for 10:00am and my husband arrived on time. Our vehicle wasn’t put on the lift for another ~45min. Then my husband was asked about an array of other “needed” repairs (spark plugs, oil change, etc) all of which we declined because we very clearly booked the appointment for a tire replacement as the only service. Our vehicle wasn’t done until 12:51pm - nearly 3 hours later (!) for ONE tire replacement with an appointment that was booked! This is unacceptable. My husband was told appointments “just hold the spot” which makes no sense given our car wasn’t even worked on until ~45min AFTER the appointment time so what “spot we held”, is a mystery. Will not be returning and I do not recommend this location.

Jul 05, 2024

The quality of work performed by James and the team at Firestone is consistently top-notch. Whether it’s a routine oil change, tire rotation, or more complex repairs, I am always confident that my vehicle is in good hands. The attention to detail and commitment to doing the job right the first time have saved me time and potential headaches down the road. Moreover, James keeps me informed throughout the entire process, providing updates and estimated completion times. This level of communication is reassuring and demonstrates his dedication to customer satisfaction. In addition to his technical skills, James possesses exceptional customer service qualities. He is always courteous, respectful, and genuinely cares about ensuring that I leave Firestone feeling satisfied with the service provided.

Jul 05, 2024

Dave is an excellent manager. Although I had a nail in my tire and I ended up having to replace two tires, Dave made my experience very nice. He worked very hard to work me in even though the store was very busy. I would highly recommend this Firestone store for any service you might need.

Jul 05, 2024

Took my car to have tires put on at 11:30 wich I was 30 minutes early for my appointment, when I got there I was told it would be ready by 2pm,when I arrive back at 3:30 no tire work was done, Firestone is poor customer service and poor quality never going to Firestone again across from willow lawn. Management and service sucks🤮😡

Jun 05, 2024

Excellent customer service from Dave, and they repaired my tire timely at a fair price.

Jun 05, 2024

Fantastic team and experienced mechanics. Expert service and fair prices. Work hard to make sure your stay informed and explain each process and why it is necessary.I'm a very happy customer.

May 05, 2024

Service was excellent. David went above and beyond the fix my flat tire that day. Would have purchased more tires but unfortunately, they only had one tire in stock.

May 05, 2024

Very good service and not a long wait