I am very grateful to Mr. Phillip at the Arlington EXPY location. He was my contact and he was very transparent and honest. I have a 2014 Mercedes CLA250 with 111K miles, and I was due for the BC maintenance service with NO other know issues. I thought this was going to be a EURO specialty shop or dealership visit. His Master-Tech mechanic was able to give my Stella a tune-up (spark-plugs and coils), and give me a clean bill of health. This completed the BC service and for significantly less that what I had researched on-line and budgeted for. Phillip understood all of my concerns and answered all of my questions. Thank you Mr. Phillip for taking the time to answer all of my concerns.
We called ahead around 1:00 PM to make sure there was no wait before bringing in our vehicle for an emergency alignment. We spoke with Heather, who was very polite and advised us that there was no line and that we could come right in.
After leaving the vehicle there for nearly three hours, we received a call around 3:50 PM stating that the alignment could not be completed. When we asked why, we were told the shop was backed up. We were also informed that they had lost power the previous day and were still trying to catch up on appointments.
Our concern is that none of this was mentioned when we called beforehand. Had we known there was a significant delay, we could have taken the vehicle elsewhere. My mother needed the vehicle for work that same day, and the lack of communication put us in a difficult position.
What made the situation worse was the way it was handled afterward. When we tried to ask questions and understand what happened, the employee we spoke with became visibly frustrated and dismissive. We felt that our concerns were not being taken seriously. When I asked for his name, he refused to provide it. I then asked to speak with a manager, but was told the manager was unavailable. When I requested a manager’s name, a business card, or a corporate contact number, those requests were also refused.
Heather was professional and courteous, and this review is not directed at her. My issue is with the poor communication regarding the delay and the unprofessional way our concerns were handled afterward. A simple explanation and respectful customer service would have gone a long way. I did contact corporate regarding the way this situation was handled. My complaint was not simply about the delay, but about the employee’s refusal to provide his name, management information, a business card, or any way to escalate the concern at the store level. Customers should be able to respectfully address issues without being met with resistance when requesting assistance or management contact information.
Very professional and speedy. I walked in and the gentleman in the front took my car keys and the people in the back. Had the car done in an hour! Definitely will be coming back.
Excellent customer service!!! This team fit me in as a "walk in" on a busy day after a scheduling mishap where I came in for an appointment on the wrong day. Everyone was so kind and efficient. I really appreciate them and will be back! The environment was peaceful. Heather is a gem!
Always on time or early. Trustworthy and reasonable. Ryan is a fantastic Service rep! I had lost one of my favorite jackets and had no idea where I left it. Turned out I had left ot at Firestone at my last oil change. It had my first name embroidered on it. Ryan recignozed it as mine and tried to call me. I didnt answer because I didnt recognize the number. He saved it until I returned today for an oil change again. Tjays when he handed me my jacket. I was esctatic! Thats the kind of customer care I hope for!
The service here is great. Just had a quick issue to get fixed, but it was handled quickly. Both front desk people were very kind and easy to work with. Heather particularly was very bubbly and helped me calm down in a stressful situation. Phillip is very nice and knowledgeable.
The blonde girl that manages this place is shady. She will lie to you and tell you something is wrong with your car when there is nothing wrong. Take your keys back from her and go somewhere else. Shady business practices.
We have had an absolutely terrible experience with Firestone. We brought our truck in for brake work to be done and they told us that the rear glass broke out when they lowered it down off of the lift. They tried to tell us that the glass must have been previously damaged because they saw tape and residue on the glass. I informed them that No the glass was not damaged in any way when we brought it in. There was tape from when we previously taped a tarp over the back of the truck. They wanted me to file a claim under my insurance thinking it would be covered for free, according to the associate at Firestone. Only the front windshield is covered for free in Florida. Rear glass is not covered for free. I asked them to do the claim through their office so they transferred me to their claims department. The man that has been emailing me back from the claims department for almost 2 weeks asked me to send photos of the tarp and of the rear glass proving that there was not a previous crack in the glass. I sent him photos from our ring doorbell camera showing that the glass was not damaged in any way which I'm sure that they already knew as they could view their own security footage showing the condition of the truck when we arrived. To sum this all up, they dropped our truck off of the lift so hard that it busted the rear glass out of our truck. We had to clean all of the glass out of the bed and interior of our truck and purchase plastic and tape to cover the rear glass waiting for them to do the right thing and replace the glass. They have not done the right thing. Not only are we expected to pay for the damage out of pocket, $520, that they caused but our tire sensors are now also broken, water got into the truck when it rained and to top it all off, our brakes are squeaking. Save yourself the trouble and have your vehicle worked on at a company that will not damage your vehicle and then refuse to repair the damage they caused. I am shocked at the way Firestone has chosen to handle this situation. I will be contacting the Better Business Bureau to report this. Save yourself the stress of working with a company that doesn't do the right thing when they make a mistake and go elsewhere.
I have used this place for over 5 years. I have had wonderful service every time. Have had my starter, alternator, breaks, sparkplugs, and fluid replaced here.
Today the gentleman running the lobby checked my battery for me. As the dealership said it was near dead, but just had it replaced in December. He saved me $400 and a massive headache.
I had an amazing experience at Firestone Complete Auto Care and wanted to recognize Heather for her outstanding customer service. She was professional, knowledgeable, and made the entire tire service process smooth and stress-free.
From the moment I arrived, Heather took the time to explain my tire options, pricing, and safety recommendations. I really appreciated how efficient and friendly she was, you can tell she truly cares about customers.
If you need new tires, tire repair, or vehicle maintenance, I highly recommend visiting Firestone and asking for Heather. This location provides fast service, honest communication, and excellent value.
Definitely a five-star tire shop experience and I will be returning for future automotive needs.
I feel honesty was given to me from the beginning not to mention the fast service. They kept me informed every step of the way. I couldn't have asked for better.
I’m really disappointed with my experience at Firestone. I brought in my work van for a lifetime alignment service, something I’ve trusted them with before. Unfortunately, this time the alignment was done incorrectly and they left components loose, which ended up damaging my suspension and other parts.
This is my work vehicle, so reliability is extremely important to me. Instead of taking responsibility and properly addressing the damage caused, they didn’t seem to care and only offered new tires as a solution. That doesn’t fix suspension damage or the time and stress this caused.
I expected much better service and accountability. Very frustrating experience.
I’ve had a lifetime alignment with Firestone and my recent visit was extremely disappointing. After changing my 2 front tires and the alignment, my vehicle started having serious suspension issues. I later found out that some bolts was left loose, which caused damage to my suspension and other parts.
When I brought it back, instead of taking responsibility, they only offered to change the tires and refused to address the suspension damage they caused. No accountability, no real solution — just pushing the problem aside.
A lifetime alignment means nothing if the work isn’t done properly and the company won’t stand behind it.
I'm not pleased at all with my last two visits. And to make it worse, things, I always happened while I'm on the road. I am a o t r truck driver, and the reasons for me getting your card is so my wife can be able to do small operations while i'm not at home. This last visit, they busted my radiator putting in a serpentine belt and the belt tensioner arm. And instead of owning up to the problem, they sent me a long list of repairs. And told me that my car wasn't safe to operate on a road. Had a second opinion done, and the mechanic said they could see where they broke the radiator trying to remove everything and put it back in. The belt was broken and the tensioner did need to be replaced. But the radiator was not leaking.When she brought the car to you guys for service. So your mechanics just muddied up the water with a whole list of stuff like reflector lights and bulbs and d rated tires, which I bought from you all. In a attempt to cover up and not replace the radiator, they broke
This is definitely a busy location. You're in great hands. Heather and her team provide the standard for quality customer service. With up-front quotes and additional quality checks, you're bound to get your money's worth.
Can in with no appointment to get my alignment done and I wqs out of there in an hour and a half. So kind and friendly, they explain everything they did in detail, so if you dont know about cars you at least understand the service they provide. Definitely will return.
I was.worried that I would be charged the walk in and service fee for the tire issue. I was treated well by the customer service agent and very pleased that the problem was solved at a reasonable price. My friend Myles Hamilton referred me to you and I am glad he did.
After experiencing car trouble on my way to work, I was able to make it to this Regency location within a block. I was immediately greeted by Heather. she was professional, reassuring and encouraging that her crew could help. I watched her manage phones, train new staff and help other customers while connecting with vendors to ensure my car parts were delivered in a timely manner. They had my car fixed as soon as possible. Would do business here again.
I normally don’t write reviews, but I felt this one was well deserved. Andrew Villalobos went above and beyond, and his professionalism and customer care represent exactly what I’ve come to expect from Firestone as a longtime customer. It’s rare these days to find someone who truly listens, explains things clearly, and makes you feel valued, but Andrew does just that. Excellent service all around—thank you!
The oil change and service was quick and met my time expectations for the service performed. William Harris was very professional and only pointed out recommendations that I already knew were needed. He did not try to sell me services that were not necessary and that was greatly appreciated by me. My experience at this location continues to be pleasant.
BEWARE: I made an appointment for a simple oil change and they didn’t honor it. I sat there for 2 HOURS and they didn’t touch my car. In fact, they took a walk-in customer’s car into the shop before mine. The guy at the front desk is a total space cadet and didn’t seem to care at all.
Over $200 for an oil change when the GMC dealer is $115. Truck was supposed to be ready by noon. Called and said it would be done the next day. Then some how the oil change got done in an hour but then was told my alignment can’t be done as I all of a sudden need 2600 in repairs. Been coming here over 20 plus years.
10/10 recommend! Heather was awesome! Even when she was non-stop busy, she still kept me informed every step of the way on what exactly was happening with my vehicle and was so sweet and professional. I will definitely continue taking my car here for service!
Made an appointment for a simple oil change on Friday for 9AM Tuesday. Got here 15 minutes early. It is now 10:40 and my vehicle is still sitting in the parking lot. I always make an appointment. I tried to give them a chance I have been here several times. I know every company has bad days, this is how it has gone every time. I have never had an issue with their work.
I’ll be honest—if it weren’t for this particular Firestone location, I probably wouldn’t have returned to another Firestone again. I previously had a bad experience at a different store that left me needing a repair for an issue they caused. Thankfully, the Firestone I visited yesterday (NOT the one that caused the problem) completely turned my experience around.
From the moment I walked in, Ryan was incredibly helpful, professional, and understanding. Even though the mistake wasn’t made at their shop, he took full accountability for getting it corrected and made sure I felt taken care of. That kind of customer service is rare these days, and it didn’t go unnoticed.
A very huge thank you as well to William, the technician who worked on my vehicle. His attention to detail and thoroughness were superb, and he went above and beyond to make sure my car was in perfect condition before I left.
Because of Ryan’s professionalism and William’s excellent workmanship, they’ve earned my trust—and my future business. I will absolutely be returning to this location for any repairs or maintenance I need. Highly recommend!
Honesty. How refreshing! I heard my brakes squeel. So I took it in to have them checked. Within the hour they called to say all they found was a belt that should be changed. My brakes were fine they said. They will continue to get my business. THANK YOU!
I never leave reviews. Absolutely awful store. Refused to do the work on my car which had previously been done at the same location. They do not keep detailed records. I had to return once they had began to work on my car and alerted them to the recall issue which was causing one spark plug to misfire due to oil leaking. They had previously just replaced that spark plug and I was told at the time I could continue to get it replaced. Instead the guy (Ryan) would not listen to me and kept speaking about the computer of my car. Again, would not listen to what I was saying or do work which had been done in the same location before. The diagnostic for zero results at the end of the day was extremely high ($131). Silly business model and poor customer service. Zero stars to this location. Also did but care to wipe down my car after mechanics were in it and left dirty smudges all along the plastic floorboard by the driver door.
30+ years in business, 8007 Ramona Blvd W West, Jacksonville, FLSalvage dealer
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