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March 2024 by ugur s.
I received poor quality service. The fault was detected 2 times instead of once. The money was taken twice. They solved the problem, but the fault detection money should not have been charged twice.
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February 2024 by Chloé
One of the employees knew me personally and was upset at me for rejecting him so he cancelled my appointment. Super unprofessional. I hope the other employees are not as unhinged.I suggest going to a different location.
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December 2023 by Rachel Robey
Dishonest, bad faith service. Knowingly lied to my face.If I could give less than 1 star I would. I took my car in and told them I had a potential issue with the brakes indicated by the Brake sensor. I also told them I had had issues with the sensor giving me a false reading in the past, as the wiring has been a bit funny. For my trouble, Steve gave me a 3 page diagnostics with tons of recommended services that were downright lies, such as dirty/low oil (I'd had my oil changed 2 weeks prior) and the car needing a complete change of brake pads (I had just had the back brake pads replaced) among many, many others. When I called them out on this, they changed their story and said that only the front brake pads needed replacing, and that they were at 2mm and in desperate need of repair. Steve kept saying "If I remember correctly, the brake pads are worn to 2 mm." I called him later and asked him to confirm, and he said the same thing to me--I was suspicious because I hadn't heard any squealing from the brakes, and a mechanic should be able to tell you with confidence--not "if I remember correctly"--what brake pads were worn to. Their invoice was for over $1,000. I could tell they were trying to wring as much money out of me as possible, so I took my car to a local, honest, reputable mechanic at Midwest Engine Service who told me that the car was completely safe to drive and it was just a wiring issue with the sensor--as I said to them initially. My back brake pads were at 8mm, and the front were at 5mm. If I wanted to get the sensor fixed, they quoted me less than $500, but said it wasn't strictly necessary at this moment and gave me the option to get it fixed later on. I'd heard bad things about Firestone, but never imagined that anyone in customer service position would be so deceitful. I expect my being a woman had something to do with it, but maybe they treat all customers like that. Sharing this review on every platform I can think of as I'm completely disgusted by the treatment I received here. Completely amoral, giving mechanics a bad name
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December 2023 by Bryan Sabella
Had a miscommunication with a service advisor Steve which was probably mostly my fault. Resulted in a bill much higher than I thought it would be. Been here a number of times and Steve has always seemed like a very solid dude. The manager Jarrid went out of his way to knock my bill down to something I could manage. Every encounter I've had with him I've been thoroughly impressed with his positive attitude and customer service. They probably have the same staffing issues as everybody else these days so you may not be able to get a next day appointment when you have an emergency, but other than that as someone who used to work in repair shops myself I have to say they really seem to try to do the best job they can and treat you right
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December 2023 by Matthew Donovan
I went into this Firestone location twice in the past 34 days for related issues (battery and alternator). The first time I went in I asked them to check the alternator, but they only diagnosed the battery (and an additional $1800 in unrelated repairs). I scheduled the second visit 30 days after because my alternator died. They fixed this issue at the time and added an additional $100 in unrelated repairs. I believe that this location was negligent in the first set of repairs by not reviewing all issues I asked them to inspect, and caused additional losses due to taxi fare and time off work because they could not resolve the issue the first time. They did not offer any discounts or compensation due to their own errors in missing this issue the first time. Additionally, the wait time of 3 business days is obnoxious compared to other local businesses with same-day service. I am unlikely to use Firestone for future business, and will advise other friends and family to avoid them.
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November 2023 by Tonya Robinson
They don’t even deserve 1 star. My husband had an appointment at 9 am. They close at 5 so we went there. They had not even started his car!!! After the guy had said it was already in the shop at 4:30! Unacceptable!!!!
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November 2023 by Rhonda Kisting
Helpful friendly customer service got me a great deal on tires fast and quick quotes and service was able to have the same day service to get off for my tires done Got some really good sales and discounts as well clean shop nice waiting area lots of parking
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September 2023 by SC Cooper
If you are considering going here please don't. Very scummy people will overcharge you and try to get all sorts of things you don't need. I've been to a number of places to get oil changed/various other work done on my car and this is by far the worst place in Madison to go.
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August 2023 by Laurie Rude
Jordan and Firestone saved the day! We got a nail in our tire on an out of town wedding and had to find a place to help us out on a Sunday. That in itself was difficult. Called Firestone at East Towne mall in Madison,WI and Jordan got us in and fixed the tire so we could travel back home. Jordan and Firestone saved the day! Thank you so much! Great customer service and staff.
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July 2023 by Katina Miner
Great service from Jordan when we had urgent need for a repair on a road trip. He explained the issue thoroughly and drove to another shop to get the part we needed.
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July 2023 by Troy Gerkey
The repair on my/my gf's car was done well and in a timely manner. However, they parked her car in the lot without locking the doors and it was ransacked. Luckily, only lost a pair of expensive sunglasses and some other personal items.We called and they acknowledged that they had been having issues with theft and someone would call us back. Still waiting on that call.Service: Air conditioning
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July 2023 by Terster Roth
Starting to question their truthfulness... Long long time customer.Service is stellar. Employees are great and friendly. They even gave me a ride home a few timesBut over the past 2 yrs or so... They always seem to find $800 worth of repairs with their free intake evaluation which I now often ask they not complete anymore.Recently I got an ac check. My car was blowing warmer at times. I myself already replaced the compressor and evaporator coil.I was charged something like 80 for an electrical check. Was told there was a loose wire. I was also charged something like another 129 fir AC serviceThey recommend I replace the condenser fur 1200 as it was supposedly leaking. I said no and they gave me the car back exactly as I gave it to them... Complete with coolant still in the system which the law requires us remove if a leak is suspected.So 200.00 later and a quote for 1200 more... And I truly believe that they looked at what I already did, noticed I skipped a piece and viola... They have the fix recommendation.18 months later... Car still blows cool when not in direct sunlight. Still no leaksAnother time... The upper interior brake light was out. They quoted me 135.00 to change it indicating it's location makes it super challenging and time consuming. I said no. Went home, YouTube it... And omgoodness... I was done in under 3 minutes. There was a spot in the trunk. Easy access.So again.. I'm starting to question this locations trustworthiness. I think the make recommendations way way way too premature because they are more concerned about their bottom line than about their customers hard earned money.Sucks because they always seem so genuinely nice and concerned about you.
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June 2023 by Holland Wheaton
Jordan and Bryce- 5 stars. Got the work done even though they were short staffed.Mike sucks at writing up orders and tried to screw me over. Little did he know that I was a mechanic until last year. And if I wasn’t 38 weeks pregnant, I’d have done it myself. Know your clientele before you try overcharging. Also, what company has minimal staff on weekends? That’s when all people show up last minute?As someone who used to own a mechanic shop, you get more business by keeping appointment times and not screwing over people. You’d be surprised how many do read their orders prior to the work being done.Service: Tires
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May 2023 by Sydney Hess
They didn't tighten the oil pan bolt..... Oil leaked all over my driveway. 10/10 do not recommend
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April 2023 by Bridget
I got a flat tire while looking for my lost dog. Costco didn't have my tires. Firestone got the tires for me and back on the road the same day. They were wonderful to work with. Excellent customer service and kept me informed. Definitely recommend them!
