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March 2025 by Richard Rojas
this store has a lot of potential but needs better customer service management. Have you already flagged this to the regional manager, or are you looking for the best way to escalate the issue? A structured approach—like a customer service training session and better front-counter staffing—could make a big difference.
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March 2025 by Jeff
Scam artists. I am a mechanic for a living, i am ASE certified and I specialize in ABS/ESC (brakes) Currently traveling for work. Send my wife over today to get an oil change on her car. When I saw the itemized receipt, I noticed that they charged $90 just for the oil that's $15 per quart. They also tried to sell an engine air filter. Hers is less than 30 days old. Along with a brake fluid exchange. I located the exact oil they put in her car. The most expensive I could find it online was $8 a quart. They buy in bulk they should be able to get it cheaper. When I spoke with the store manager he told me I didn't know how retail pricing worked and it cost them more to buy it than it would me. When I started giving him numbers he changed his story and would only say that coprate sets the prices. When ask about the air filter he stated that the computer said that she needed one based on milage on her car aka they didn't even look at the filter. Most vehicles never actually need a brake fluid exchange in their entire life span. Also she had an appt and still had to wait 2 hrs get the oil changed. These people are not mechanics they are parts changers and scammers.
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February 2025 by Cory Henningsen
2 hours for oil change and tire rotation. Waited in store. Had to go up to the desk to ask "what gives" and got told that I must have missed them calling me. Nope. I was in the lobby the whole time and no one called me. I swear, this place keeps getting worse each time I visit. Wish I didn't buy the tire program. Waste.
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February 2025 by Crystal
AMAZING SERVICE, BATHROOMS NEEDS TO BE CLEANED AND UPDATED
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February 2025 by Logan Dickens
Find one of the other hundred tire shops in town and go there. Firestone service dept was lazy and unhelpful. Wouldn’t fix a simple nail hole in tire after having it for three hours before calling saying it’s unrepairable. Plaza tire had the tire done in 45 and have not had an issue since. Firestone will lie to try and sell you new stuff for your vehicle, another typical tire shop.
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February 2025 by Brian Kampschroeder
Made an appointment for alignment for 10am on Tuesday, showed up to my appointment to find out there were no techs to do the service. At 11:30 a tech showed up. I was out the door at 1:30pm
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January 2025 by shirley72519
Terrible store. Not enough workers and when I made an appointment I called before I left home and as usual.... they say it's gonna take awhile because workers didn't come to work.
As usual, this is a continuing problem with all firestones I have been going to in this area. The store bathroom was horrid. No excuse for that kind of nasty. Firestone should update their name to "Excuse Firestone"....
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January 2025 by Devin Hutson
Miss diagnosed an issue. Charged 400 dollars to put a band aid on it. Wanted 600 two days later when the same thing started happening again. Go somewhere else, not worth the risk.
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November 2024 by Nicholas
I will never go back here again. 10 oclock appointment and i left at 2 oclock. Oil change and brake pads. 2 hours into the appointment they gave me the quote for what it was going to cost and asked me if I wanted to proceed....
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November 2024 by Vicki Cozad
I had made an appointment for an alignment and wheel rotation, originally for 11 a.m., because the gentleman said their alignment rack may or may not be busy. I had a medical appointment as well at 245 in the afternoon. I decided to call and switch the car until 1 because I live 2 hours from there. No one answered at the store, so it was directed to their call center. The lady there said that it wouldn't be a problem... they didn't have anything for the alignment rack. She, too, tried calling to confirm but did not get an answer. When I arrived at 1245, I waited. There were 2 gentlemen in the waiting room. I stood around until 1, then I asked if they knew if anyone is working the front. They said they didn't think so. One guy happened to catch someone while walking through, and the other said he had an appointment for an oil change... he'd been waiting at that point "for 2 hours and 45 minutes." They said it looked like there were 2 guys working. I had seen 2 elderly mechanics in the back. Eventually... 115, or so, one appeared from the back. I had already decided that i didn't have time to wait for this establishment. So, when he greeted me, i asked about the wait time. He explained that it was him and 1 other guy, and 2 people had called in. And when she told me that slot was open, he was confirming one. He said he MIGHT be able to get it done. He looked the receipt up, and the lady added the wrong vehicle. He grumbled about looking it up but did anyway. Then i asked about the rotation, and he said there was NO way he could get it done. While, yes, the employees on duty were giving it their all, either one, or both, should know to report to their call center of any major issues, attendance, or otherwise. The call center should also make outgoing calls to customers for the same reason... it's called GOOD customer service. As I stated, it's a 2 hour drive for me. It is the closest Firestone to where I live. Fortunately, it was not my main purpose for being in Springfield. However, I'm unsure when I'll be able to afford to drive their to get service... that I've failed to mention, I purchased with my tires before moving to Missouri... a lifetime alignment and road hazard. I tried to utilize the flat repair and rotation about a year ago. I hadn't made an appointment, and the gentleman had basically snickered like I wasn't serious and said there was no way they could get it in. I tried to get refunded then for all 3 of my vehicles that it was purchased for in 2021-2022, but no one ever finished up with me.
My Mom swore by Firestone... she passed in 1997, I'm now 53 years old and have now given up on a company that my family valued for years, for the very same reason we utilized them... their customer service. Peace, folks. ✌️
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October 2024 by Stephanie Lueck
Took 2.5 hours to tell me they couldn’t find a leak in my back tire. They said they did patch a tire on the front that was slow leaking. Time will tell if they actually did. Sent me home with unbalanced air. Back tire continues to go flat. I only returned here to get my flat fixed because I bought roadside. But it’s not worth it.
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September 2024 by Cali Medina
Do not take your car to this location!! They will waste your time and money. South side location is way better.
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August 2024 by Eric Bratkov
Got my door panel and floor mat covered in black grease after they worked on it.
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August 2024 by Felicia Farmer
I asked for an oil change and the women on the phone said it might take a couple hours ( a couple is two MAX 3) so i drove in from out of town with my husband and 2 kids... 5 1/2 hours later of being stranded they finally finished. Then the guy took another 15 minutes to write up a quote for it so I could pay and finally get out of there. They did nothing for the inconvenience not even so much as I'm sorry. I will never go back and would NEVER recommend!!!!!
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July 2024 by Aundrea Starkey
If I could give negative a million stars I would. Came here because this was our only choice due to it being a Sunday and every place in town is closed. We had a flat that they apparently couldn’t patch and then told us it would be about an hour wait. We ended up staying in the waiting room for over THREE hours to be told we needed to replace all of our tires and get an alignment for our single flat we had or else our flat wouldn’t get fixed. Well, 3 hours and over $400 later we leave, only to discover grease all over our car and a soaking wet drivers seat. The man at the front counter said “oh that’s just from the technicians hat” and looked at us like it’s not their fault. Screw this place and their lack of care, punctuality, and customer service. DO NOT COME HERE!!!!
