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June 2025 by Nazmi Habiballah
Professional 🙏
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May 2025 by VERONICA TAYLOR
Earl was really patient with me. He was very knowledgeable of the products. My issues were diagnosed and problem solved.
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May 2025 by P Head
Cannot say enough good things about my experience, all because of Earl.. Professional, Courteous, Polite, Honest, went the extra mile for me while still handling other customers. Will definitley be coming back here for future service
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May 2025 by Pamela Smith
Longtime Firestone customer — deeply disappointed and placed in danger.
I’ve been a loyal Firestone customer for over 15 years. I’ve always considered Firestone a part of my “car care family.” I’ve praised them, referred others, and genuinely believed they valued their customers. Unfortunately, my recent experience at the Richmond Hopkins Road location was not only upsetting, but also dangerous.
I brought my car in to have the rear tires checked because they were repeatedly going flat. I was told the back tires needed replacing, but that the front tires were fine. I trusted their recommendation and paid approximately $678 for the service.
I then drove to Virginia Beach — and had a blowout on the highway. It turns out the tires installed were not the correct size, and the shop had rotated the damaged tires to the front, which is where the blowout occurred. I had to buy a new tire in Virginia Beach just to safely return home.
When I called the Richmond location, the manager (Earl) took accountability. He acknowledged the rotation and tire mistake. Earl even reimbursed me for the tire I purchased to get back home.
However, once I returned to Richmond, everything changed the next day. Earl told me he had spoken to another manager named Josh, who said Firestone would not honor his promise. Earl then informed me they would not replace any tires. When I asked for contact information to escalate the issue, he refused to provide a corporate phone number or a supervisor’s contact information.
What makes this even more painful is that I’ve defended Firestone for years. I even remember a time early on when I was told my car couldn’t be inspected that day — only to see another customer get the service moments later. I spoke up and was eventually accommodated, and I forgave that incident that day that seemed racist. From then on, I stuck with them, feeling like I was part of the Firestone “family.”
Now I see that this loyalty was one-sided. Firestone claims they value safety — yet I was sent onto a highway with incorrectly sized tires and a dangerous rotation that led to a blowout acknowledged by Earl. Their negligence could have had tragic consequences. And after acknowledging the mistake, they’ve now backtracked and refused to make things right.
Firestone has lost my trust. If you’re looking for honest, responsible, and safe service — I strongly suggest you look elsewhere.
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April 2025 by Kyia P
Came here Sunday 04/27, I got a Car Care Package Plus, they asked what’s wrong. I told them my car is jerking. Young man let me know he sees no problem, checked my radiator, engine and all that good stuff. Yesterday 04/28, I find out oil is in my coolant. The tech at Firestone mentioned nothing of that, they told me everything seems fine, my radiator was off by an .5 and my car didn’t jerk for him. He let me know the mileage based maintenance would be on my paperwork. A coolant flush was up there, but if you seen how dark and gunky my coolant reservoir tank was, I feel it should’ve been mentioned when talking. My coolant is supposed to be orange, it looked like newborn baby poo in my tank. Also as soon as I pull off, the damn car going jerky buhzerky. I do appreciate the tech for honoring my coupon for the regular car package for 9.99, I had no idea of the 2 different kinds of packages.
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April 2025 by Margaret January
This location has really improved since the new manager Earl came on board. Him and his team are friendly and knowledgeable! I will definitely be back!
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April 2025 by Jasmine Lewis
I came here a few days ago because my car was making a really strange noise and the manager Earl and his team knew right away what the problem was and fixed it in no time! Will definitely be back here again!
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June 2024 by Maria Avalos
Very bad customer service, I arrived and asked about a service and the man who was serving me responded very rudely and did not give me a solution, very bad service.
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June 2024 by Daniel Urban
They jack up the price a couple hundred and surprise you at bill time. Not a good place to have your tires done. There are better places to go.
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June 2024 by Emmanuel Hernandez
Rashad was great and always communicated. All the guys were very respectful and had great customer service.
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June 2024 by Theresa B
Good experience at this location, Jordan B took care of us!!
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June 2024 by Rich R
Timely and as advertised
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June 2024 by Gilbert Menefield
Courteous, prompt and efficient customer service.
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June 2024 by Sherwood Randolph
This is the best firestone location I've ever visited and I have been served at 4 within the Richmond, VA area. They are always personable and display genuine care. The team is professional and will modify what they are doing to help you and make sure that you are taken care of.
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May 2024 by Diana Jessee
As always personnel was pleasant and professional. I was in and out with my appointment in appx. 25 minutes. I have been doing business with this location for a very long time and service is always the same. I am very satisfied.
