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July 2025 by colby midkiff
After being turned away from four other stores I came here for two tires which they had in stock, Great customer service and they got me in and out in a little over 30 minutes or so..... Glad I came here thank you guys for your service
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July 2025 by Paul Sandhu Worldwide
I’ve been a loyal customer at this Firestone location for the past 13 years, but unfortunately, my most recent visit was extremely disappointing. I came in today for a tire alignment and rotation, but the condition of the facility was unacceptable.
The bathroom and overall facility were very dirty, and I even saw cockroaches in the restroom. The floors throughout the building looked like they hadn’t been cleaned in weeks, and the place clearly needs to be repainted and maintained.
What made it worse was the attitude of the employees—there was no sense of urgency or concern about the poor conditions. It’s frustrating to see the quality of service and cleanliness decline so much over the years. I hope management takes this feedback seriously and makes the necessary improvements.
I also found the Ali manager just standing around just sitting arround.
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June 2025 by Ted Heitz
If you need services from Firestone you would be best served to go anywhere else but here. I have had my 3rd bad experience here in a row
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May 2025 by Jaycee W
Huge shoutout to Levi (Master Technician), Ali (Store Manager), and Edwin (Service Manager) at Firestone for their outstanding professionalism and top-notch customer service. Dealing with a third-party warranty company can be a headache—they’re not always the easiest to work with—but these guys were incredibly patient and supportive through the whole process. They took the time to help me understand what was going on with my car, showing me directly, explained everything clearly, and were completely honest about what needed to be done (and what didn’t). Unlike many other shops that try to upsell you on things you don’t need, they genuinely had my best interest in mind. Can’t recommend this team enough—thank you for everything! I will be back for sure for them to service my car because of their honesty!
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May 2025 by Rob Vogel
I got prompt, excellent service here and recommend this place very highly! The manager here is outstanding.
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May 2025 by Dawn Stebing
If I could rate zero I would. Trash service. I was quoted a job, left my car over night, then the next day there was a different idiot behind the desk who quoted me something way more expensive and refused to honor the first job quoted....stay away from these people.
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August 2024 by Don Hickman
Had 12:00 apt and waited till 3 for the car to be ready..was told they were under staffed after already waiting 2 hrs..he asked me if I wanted to come back later..if I had known they were understaffed when I came in I would have left...after car was finished I walked around my car and found the wheel lock still sitting on the tire lug nut...the time before they left my valve stem covers off...I will never come back and spreading the word...I deserve that gift card for waisting my time...I would recommend this place to nobody...watched the girl at the counter let the phone ring and ring and ring ...
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July 2024 by Sonya Gadda
Do Not, I repeat DO NOT take your car to this location. They have no idea what they are doing, absolute worse customer service I have ever received and extremely rude!!! Dropped car off Friday morning for Freon charge. Previously had air conditioning. It was cool, not cold. They supposedly filled it. When I picked up my car later that day, it was blowing hot air. Walked back in and they said to bring it back the next day and they would run a diagnostic to see what the problem is. Tried to call the location for 3 hrs because they never called with updates. They never answered the phone. 6 hrs later I was finally able to get someone to answer the phone and they advised they had changed the cabin air filter and engine air filter. Why?? No one could tell me why they did it and asked me if anyone had called us. They said the filters were they so they assumed I had asked for it. Never even discussed this with them. I Just wanted a diagnostic run to see how to proceed. Guy became very argumentative and said he was taking the filters back out. Asked him if they’d we even ran a diagnostic and could not get a direct answer from him. When I asked him what was wrong with the car he response “all kind of things” At this point we decided to just pick the car up and we would take it elsewhere. I asked that we be given a copy of the diagnostic report when picking up the car and he kept avoiding this topic. Sounds like they never even ran a diagnostic. Picked up the car, pieces and parts laying in the floor board and scratches on the glove box door where they change the cabin filter. Seem to be very immature and vindictive people working there. We take all 5 of our cars to Firestone (some in different states) have for at least 10 yrs. Or more and have two Firestone credit cards. I can tell you 100% they will never get another dime from us if the think this type of behavior is acceptable. You pay good hard earned mo ey for a car and take care of it and one immature idiot thinks it’s ok to destroy a car.
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July 2024 by Brooke Bralley
Don’t expect to get seen at your appointment time. Second time I’ve come here where minimal service appointment ends up taking 3 hours.
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July 2024 by Peter Ginzburg
Called to inquire about an alignment on my offroad truck. The employee quickly said no and hung up. If that's how they treat prospective customers, then I'm glad I never became their actual customer.
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July 2024 by Darin Owen
June 29th I took my car into this Firestone, 21800 Towncenter Plz, Sterling, VA 20164, to have the brakes and rotors replaced. Made an appointment, and spoke to the employee, and informed him I needed brakes and rotors. Agreement all around, left the car. They communicated later that I also needed drums, and brake bleed. Next day they called, much money was traded, and I took the car home. Next day, my rear brakes were squealing, and there was a metal on metal sound from the front brakes. Also, my dashboard brake light kept popping on while driving down the road.
So, I made another appointment for the following weekend and dropped the car off so they could fix the problems that weren't there before they replaced the brakes. A couple hours later I get a call from GIO, the manager. He tells me I need rotors. I informed him that I specifically asked that the rotors be replaced the first time, and why didn't they complete that repair. He'll talk to the employee, he says, without much enthusiasm. The next day my car is ready, and I go to pick it up. More money later, I notice that one of my wheel covers/hubcaps was missing. I asked GIO to find my wheel cover and put it back on. He wasn't going to mention the missing cover, until I said something. After watching the employee (I'm loathed to call them mechanics, because they seem like glorified part changers at this point) wander around for ten minutes, he comes back and informs GIO that he can't find the wheel cover, and that it must have fallen off when he test drove my car. I looked at GIO and he said he'll get the covers replaced. It will be two weeks on Sunday 7/14, and still no communication from GIO.
I called their corporate customer service and they escalated the complaint to level one. The next day the squealing brakes, and the dash brake light were still malfunctioning. So, they replaced the the rotors but didn't fix the faults they caused.
So, I made another appointment for the next weekend, took the car in, and later that day I was called and they said everything was fixed. I test drove the car, and everything seemed to be repaired. The next day, going to work, the brakes started squealing again, and the brake light on the dashboard kept coming on, along with a new sound, a rotational squealing from the front right brake. I called corporate and my complaint was escalated to level two.
*My car is worse off now then when I needed the brakes. They had three weekends to replace, and correct the problem.
*I will have to find a real mechanic to fix the problems Firestone caused, because nobody from this store, or corporate, seems to be concerned.
*Customers beware.
*The only employee there that seemed to care was ROHAN. Everybody else... Not so much.
There are five levels of corporate escalation. I wonder if I'll need to go to DEFCON 5. Probably.
UPDATE 7/16/24: WENT TO ESCALATION LEVEL 3. STILL NO MOVEMENT.
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July 2024 by Destiny Rhea
Judging by the previous awful experiences others have had with this particular location, I will consider myself lucky that I did not complete a repair here. I filled out the online appointment request for a service since the online calendar showed two available appointment slots. The team here at this Sterling location was far too incompetent to inform me prior to the appointment that they are booked up for weeks. Why have an online booking system if it isn’t updated to reflect availability?
The person at the desk was extremely rude informing me of this.
Needless to say, because of this waste of time experience I will not be back to Firestone and I will be taking my money elsewhere.
Make sure if you reserved an appointment “request” online that you call ahead to verify because the staff is not competent enough to notify.
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July 2024 by Muhammad Safal
I am beyond frustrated with the service at Firestone Complete Auto Care in Sterling, particularly with an employee named Rene. For four years, I’ve had a lifetime wheel alignment and balancing package, using it regularly without issue.
Two months ago, Rene denied my scheduled wheel alignment, falsely claiming I had to wait six months between services, despite my regular 5,000-mile intervals. He then canceled my service due to supposedly poor tire condition, which I knew was incorrect since my car had passed a safety inspection the day before. I wrote a one-star review, to which management promised to address the issue.
Recently, I booked another appointment, Rene took my call but didn’t recognize me initially. He confirmed a Monday slot but changed his story after realizing who I was, claiming no availability. This caused major inconvenience as I had a vacation planned. I then scheduled through the corporate team for June 19, 2024. When booking through the corporate office, I spoke to a helpful lady who confirmed my appointment.
When I dropped off my car, another employee helped me kindly. Later, I received an email that my service was done. Upon pickup, Rene charged me $9.99 for an inspection I never requested. He falsely claimed I agreed to it over the phone. I informed him that I booked through the corporate office and never spoke to him about the appointment. He refused to release my car without payment, forcing me to call the police. They advised me to pay and pursue the issue later, so I reluctantly paid.
Important Note: Firestone customers should always ask for a copy of the work order you signed when you drop off your vehicle. Some employees, like Rene, may add unauthorized services after you’ve signed. This happened to me when Rene showed me a work order that included an inspection package I never agreed to. When I signed the work order, the inspection package was not listed; Rene added it afterward. The Firestone management team can investigate this issue with the employee who helped me when I dropped off my car. I believe his name was Ronald or something similar. He never mentioned an inspection package, and I never requested it.
The next day, I spoke with manager Gio Hernandez, who confirmed Rene had never contacted him. Gio promised to investigate and offered a refund, which I declined. This is not about the money but about honesty and proper service.
If Firestone continues to employ individuals like Rene, they will lose their reputation and customers. I will escalate this issue to consumer protection authorities if necessary.
Firestone management, please take immediate action to address this situation.
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July 2024 by Valla Olliver III
Hassle-free assessment of my tire situation. Honored warranty with a free repair.
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June 2024 by Krish Nagirimadugu
Not motivated to work. No respect for customer time or appointments.
