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July 2025 by Shaun Smith
I would like to address a concern regarding the older gentleman who was working on July 5th. I understand that it was a busy day, but my wife called me and observed / experienced behavior that I feel needs to be brought to everyone’s attention. My wife has been here twice and had the same experience with this employee, who displayed unnecessary attitude toward her and customers on both occasions. I drove up to ensure she wasn’t disrespected again. I really hope he can work on his customer service. Everyone has rough days, but it’s not fair to take it out on customers.
Update: As you can see from the response. Tells you everything you need to know 😂
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July 2025 by Al Montalvo
One of our Bridgestone tires was losing pressure, so we took the car to the Grafton Firestone, where they confirmed the tire needed to be replaced. We ordered the replacement, and they told us they’d call the next day when it arrived.
When we hadn’t heard anything by 1 p.m. the following day, I called to check in. It turns out the tire had arrived, and a team member told me I could bring the car in—it would be ready in about three hours, and they’d call when it was done.
I dropped off the car, but by 6 p.m. I still hadn’t received a call. I followed up again, and after a confusing conversation, I was told the tire hadn’t been changed after all.
Everyone I interacted with was polite and seemed eager to help, but the experience pointed to a breakdown in their internal process. Ultimately, I purchased the replacement Bridgestone tire from a different tire store in Newport News.
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July 2025 by Becky Mosbrucker
Great service, quick repairs. Will be using them.from.now on instead of dealership.
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June 2025 by Ashley Dethlefs Shanks
Thorough, professional service. We are very pleased with our new tires! Thanks again.
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June 2025 by Teresa Mosquera
My right rear tire decided to get a nice leak. Luckily I was near my neighborhood Firestone, where I purchased my tires and do my regular maintenance with. Thankful to Michael, who stayed after they closed, with the heatwave his techs went home, understandable. But he stayed helped me and left my old tire at the shop to get it repaired in the AM. Unfortunately tire was unrepairable, but with their warranty It didn’t cost me an arm or a leg. I was on time to leave for a very important trip.
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June 2025 by Lisa Michelle
Took my car right in without making we wait!!! The ladies at the front desk are very kind & professional.
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June 2025 by Stacie Gresham
Came for my lifetime alignment and Kept me there for 2 hrs! When they were done with their assessment at most in a 1 hr! Just to tell me they could not do it because they want to make repairs that were not an issue the last time I had an alignment!
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May 2025 by Matthew Mitera
Closes early dont trust closes at 7.
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August 2024 by Jessica
I took my car in for oil change with a small oil leak on passenger side of car. They told me it was a valve cover leak. So I waited 2 months to save up for the repair and I took it in to get it fixed and they replaced the cover. I went to pick up my car and noticed there was oil still DRIPPING from my car. I drove it home and looked and it was pouring out . I called the store back and they told me to call Michael the manager on Tuesday. In the meantime I couldn’t drive my car because it was leaking that bad! So I crawled under my car to see what was leaking… it was my oil filter was cracked and leaking oil! I took it the next day over to my dad . When he saw the filter it was banged up like someone took something to try to knock it loose and it was all scratched up! My dad could t believe it. I didn’t hit anything and where my oil filter sits , is too high and protected ! He had to take it off. I know Kenneth that does my oil change didn’t replace my filter and just changed my oil and that is what caused my leak! They told me my cover was leaking when it was obviously not! I have pictures and I still have the filter to show you all the marks the mechanic put on it . Ive been taking my 4 cars to my Firestone for 10 years!!!! And I can’t believe this happens to me ! Needless to say I hope you could make this right because in the meantime, you have lost a loyal customer!
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August 2024 by Palmer Cenci
We were headed from nj to nc for vacation and our car broke down on Saturday at 4pm. We were towed to Grafton location. The car was repaired the next morning and we were headed to the outer banks by noon Our technician Matt was amazing. He went to 3 stores to find the bolt he needed and not only fixed the wheel that had the problem but also checked the other side to make sure we didn't have any issues. Not only did he complete the repair quickly and efficiently but he was friendly as well and explained to us everything he had done. Matt paid for the replacement part out of his own pocket and I was not charged for the repair.The repair was necessary due to incompetence by one of your competitors so you had no obligation to provide the service free of charge. Please recognize Matt for his outstanding performance.Vanessa at the front desk was also very friendly and helpful.Thank you again for your tremendous customer service.
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July 2024 by suhail ahmed
One of the best firestone store in Virginia. They are very patient and quick with the job and very responsible Fixing.
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July 2024 by Julia0c3anChild
Super duper nice and helpful staff!!! My car was WAY overdue for inspection and I was scared that there would be tons of problems to fix, but I was also scared that whoever took care of my car would be reeeeallllyyy judgmental about it, which I wouldn’t blame them for. Instead, the Grafton Firestone staff had very kind customer service and took great care of both my car and me. My car passed inspection, they fixed the tire situation that I KNEW in my heart needed fixing for a lot cheaper than I thought it would be, and then they gave me some helpful tips on how not to let my anxiety get me overcharged by mechanics who like to find problems that don’t exist. ? I will absolutely be going there for car help from now on. Thanks, guys! ❤️
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July 2024 by Tami Croom
No "up sell," no tipping, and fast service--thank you!
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July 2024 by Andrew Riddick
Great service!
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July 2024 by Deborah smith
Always up most the best & professional service.
