I just want to say how unprofessional the people are at this location "Greg" I went in to get work done to my vehicle. Primarily the front struts and alignment.. left the vehicle at the shop got a call 2 hours later and was told the front frame was bent and I needed to take it to a body shop which I ended taking it 25 minutes further just for Maaco in Newark looked at it and said that the frame wasn't bent and had no idea what the people at Firestone were talking about. So I called Greg back with the techs at Maaco and his response was " I don't know what to tell you, Figure it out." And hung the phone up on me. Well guess what Greg I did figure it out and took it to a shop that actually knows about customer service and people that know how to talk to their customers with professionalism. If I could of gave this place 0 stars I would have. DO NOT RECOMMEND THIS SPECIFIC ELKTON LOCATION.
I had very good experience with Mr. Nick Katsu’s customer service. He was very friendly and helpful with my questions. I will continue with him for my future work. Thanks
I was on my way to work when my car started having issues, so I had to stop at a shop for help. Unfortunately, the original shop I went to (not this one) was very rude and unprofessional and basically told me they couldn’t help me. By that point it was already 5 p.m. and most places were closed, but Firestone was still open.
Through my panic tears, I drove there and tried to explain what was going on with my car, all while stuttering like crazy. The man I spoke with was extremely professional and instantly made me feel welcome and at ease. The service was fast and very affordable for the work that was done.
I will definitely be coming back to this shop whenever I have car issues. Highly recommend!
Amazing service and pricing, saved close to $500.00 service my 2024 BMW X3 there, also received complimentary service no other place could match. Couldn’t have picked a better time to get quality Bridgestone All season tires, that allowed my wife to drive safely over 67 miles to work in a winter storm NO PROBLEMS.
Poor service! The customer service personnel I dealt with early on was very accommodating. 1 hour into getting 4 tires, he advised that they only had 3 of the tires. He said he would provide a discount for the extra wait. 2 hours later that gentleman was no longer onsite, and the person checking me out said he didn’t know anything about that and could help. I had also asked to have my alignment checked as well. Upon checking out, that person was very short with me and mentioned nothing about my alignment (or apparent need for new front end parts). I am very disappointed that they left me sitting in the waiting room all that time, said nothing about the required front end work, and installed $900 worth of tires on a car that still needs additional work done. Were they not interested in doing that work? I only found about when reviewing the receipt at home (it says to make an appointment to have that work done -HA! Not sure I will ever be back)
Nick is such an asset to this company. He was kind, professional, and ensured I understood my alignment data for my Honda. I walked away confident and excited for my next service! They have a customer for life if the professionalism stays this way! Way to go Firestone!
The customer service was absolutely terrible. When I walked in, I was not greeted for at least 10 minutes—employees were simply staring at me. Eventually, an employee named Greg approached me, but he immediately came across as though he didn’t want to do his job.
While discussing the services I wanted, Greg asked if I wanted a wheel alignment. I asked whether it was included, and he told me no, stating it would cost $130. At no point did he mention that the store offers a free wheel alignment check. I only became aware of this because I overheard the store manager telling another customer about it. I then specifically told Greg and the store manager that I wanted the free alignment check only, and to be informed if an alignment was actually needed. They both agreed.
My appointment was scheduled for 10:00 a.m., yet my vehicle wasn’t taken back until 11:40 a.m. What is the purpose of making an appointment if it’s treated like a walk-in? I also never received a call when my vehicle was finished. After waiting nearly four hours at home, I called the store for an update and was simply told, “It’s done.” When I asked whether it had just been completed or had been done for a while, I received the same vague response.
When I arrived to pick up my vehicle, Greg rang me up and the total was significantly higher than the original estimate. He then informed me that they had performed a wheel alignment. This was extremely upsetting because I never authorized the alignment. I repeatedly emphasized that I only wanted the free alignment check so I could decide whether the paid service was necessary. Instead of taking accountability, Greg said, “Well, you wanted the service anyway, so why does it matter?” That response was unacceptable. The issue was never about getting anything for free—it was about doing work without customer consent.
Greg refused to acknowledge the mistake, deflected responsibility, and never apologized or attempted to resolve the situation. He instead assumed I was complaining to get a discount, which was completely false—especially considering I had already spent over $1,000 on four new tires. All I wanted was basic accountability and professionalism.
When I asked to speak to a manager, Greg responded, “The manager is going to say the same thing I did,” which was both dismissive and unprofessional. I eventually spoke with the manager, Nick, who was polite and repeatedly offered a discount. However, I made it clear that I was not concerned about money—I was concerned about the fact that a service was performed without my approval.
In the end, a simple tire replacement should not take this long, nor should it result in unauthorized services being performed. Due to the lack of communication, accountability, and overall poor customer service, I would never recommend this place to anyone.
I had a great experience at Firestone Complete Auto Care. The staff was professional, honest, and took the time to explain everything clearly. Service was fast, pricing was fair, and my vehicle was ready when promised. I really appreciate the transparency and customer service—definitely recommend and will be coming back.
Nick was phenomenal accommodating me in a high stress situation when my tire blew on 95. he got me in and out of the shop in minimal time and was a pleasure to work with. Because of Nick, I would definitely come back to this location. thanks again for your help and assistance!
Got TWO flats on the side of 95 and was able limp our vehicle over to the firestone. They had us in and out in under an hour for a very reasonable price.
Mind bogglingly lazy and pathetic customer service. I spoke to a woman on the phone at 8:30 in the morning on 11/19 regarding getting my oil changed. She said that I could get it done, but had to be there by 5:30 because their tech leaves at 6, despite them being open until 7. So, I get out of work early and get there at 5:25. The guy standing at the service desk proceeds to tell me that the tech left at 5, not 6 as scheduled, and that the only guy he has is currently off the clock working on his own car. THIS IS AT 5:30, AN HOUR AND A HALF BEFORE THEY CLOSE. I asked him specifically if that meant that they could not do my oil change despite me being there on time, them having a tech on site, and being open for another hour and a half, and he confirmed that they would not do it. I couldn't believe what I was hearing. I turned and left before I lost control of the better parts of myself, and I have just sent t complaint to corporate about this. The fact that these guys are so lazy and careless that they would refuse to do a very basic job that was agreed upon 9 hours prior because their guy went home early and another guy was too busy off the clock working on his own car an hour and a half before closing is absolutely insane. Stay away from these bums. They do not care a single bit about doing their job with any kind of accountability or integrity.
Great service and price! Very honest. Went to get new front brakes and rotors. After looking at my brakes, the manager told me my brakes and rotors were good. I was impressed because a lot of places would have replaced them to make that money. I ended up getting my rear axels oil and a tire plugged.
First time at Firestone . Excellent service and friendly staff. Would recommend anyone to have their car serviced. Shout out to the store manager Nick !!! Very professional
The Service Manager, the technician and the team are very helpful and knowledgeable and technically good in performing the service required. I'm very happy that they fixed my car repair completely and quickly the day I brought the car.
Super lucky to find this Firestone location. We were on a long trip and ran into some unexpected car trouble. Danai, the service advisor, was super kind and helpful in answering our questions. Once diagnosed, Mariano, the technician, took care of our vehicle quickly and efficiently. Highly recommend bringing your vehicle here!
I will start with the fact that I had written this location off about 3 or 4 years ago. I reluctantly went in today out of pure desperation and I am totally impressed with the service I received. Night and day compared to the last visit so many years ago.
I went in knowing that I absolutely needed rear brakes, spark plugs, & possibly front breaks. About an hour after I dropped the car off John, the manager, called me with my quote. Which was a fair price based on a quote for less work that I received elsewhere. Anyway, things ended up being worse once they started the work, however my quote never changed! Thank you, John! At 15 mins to close I made my way back to the location because I didn’t want to risk being without my vehicle tonight. This decision was no reflection on the current team at this location, however in the past it would have happened. I will say that John & his team stayed and finished up the work. The team that took care of me today has restored my faith in this location.
DO NOT I REPEAT DO NOT use these folks for anything you feel is important. Did a bunch of front end work to my truck and took it there for a simple alignment, easy enough so I thought. The tech that did my alignment did not tighten my caster camber bolts which led to my WHOLE front end almost falling apart. After calling and being told this problem would be corrected as it messed up numerous parts my truck was held hostage for 2 weeks for an "investigator" to determine it was in fact firestone fault. Albeit i was given no rental nor compensation for the time without my vehicle they messed up. Not to mention john the manager cursed me out because he got frustrated from me asking questions. I called headquarters several times in hopes to speak to upper management but to to avail I was never contacted back... 5 times in five days when I was told 3 to 5 business day response. If you value the safety of you and your family I would 150 percent recommend finding anywhere but this place to work on your vehicle. Not to mention after they quote on quote fixed my truck it was missing a whole part the manager and I spoke about!! He said his tech was overworked and missed it... I am going to take my truck to someone else to get fixed and pay rather then risk my safety again. You will hear from my lawyer firestone. May you never do this to another customer again
I am such a broke college student and I Called around for pricing on tires and found this location and spoke to Danai who was super knowledgeable and friendly! She reassured me. I wasn’t getting scammed like the other places and found cost-effective prices for me in my budget. I will definitely be a frequent customer here from now on!
Excellent service and good pricing. After shopping around at 2 or 3 other places I found Firestone Complete Auto Care to be the most reasonable. Danai is awesome! She took time to explain everything to me and once we got the correct part delivered it only took about a half hour to put it on the car. John and Danai also took time to show me the part that was removed, where it was broken and explained why it was an issue. I highly recommend Firestone Complete Auto Care in Elkton, Maryland.
Everytime I come to this store I don't feel welcomed. Rude ignorance is like no other. I also realized there is one worker that parks his truck in front of the back doors which 1 isnt a parking spot 2 its a fire hazard foremost seems ignorant and careless when there are actually multiple parking spots available in the lot.
Danai was very helpful and a pleasure to work with, took care of me, had my tires installed and worked with me on pricing!! Kudos, such a great experience!! Will definitely be coming back!!
So normally I don’t have a problem at this store but recently had a bad experience and I feel like work that was done wasn’t worth the charges I paid. And I wasn’t give the discounts I asked if they were applied and they were and they do sloppy work and I have to take my truck back tomorrow and hopefully they can redeem them self. I dropped of my truck the night before the date to have the work done was told it would be a one day job and it wasn’t also I was never contacted to let me know that it wouldn’t be ready. I had to figure out how to get to work the next day with out a truck to do my work. I had to scramble to figure it out. Than when I. Allied I was told it would be done my noon on the next day even tho it was late all ready and when I didn’t receive I call I reached out was told it be done soon and it wasn’t done till after 5pm a whole day later and when I got the truck I noticed it’s making a wine sound and the truck was lowered after the repairs to both lower control arms on my truck. Also had new tires put on even tho I had just had the same company put new tires on 6 months before and the tires was still good and they said they would buy them back and give me a credit towards my new one and I didn’t even get the same credit for all the tires. And 3 coupons for services that I had done wasn’t applied and all the tires were all dirty with grease on each time and marks on the rims and different amount of air in each tire..!!! Come
On Firestone do better and be honest and do the work right don’t change settings on the specs of the vehicle and put the coupons that go towards the work that was done we are all ready paying you top of the line prices. Feel free reach out if you would like to correct all the issues and added extras for the inconvenience of the customer. Hopefully tomorrow you can at least correct the problems that was caused by your establishment if not I will be sure to report my experience to the better business bureau because it’s a shame the the customer has to deal with issues that wasn’t of they own doing….
Had two tires replaced after running over a box cutter blade. Service was quick and available and appears to be done well. However there was a Road Hazard Protection added per tire that is apparently optional and I was not made aware before being charged or given an invoice. I was only told the price was the price for tires and installation, and nothing else. Invoice wasn’t provided until after payment and was emailed so I didn’t receive a breakdown until I left. $70 was added for two tires without my awareness and apparently this is something Firestone/Bridgestone has had class action suits for back in 2003 and recently this year in 2024.
Had an appointment set up for 5pm on a Wednesday through tirerack website. I got a confirmation for the appointment from Firestone. Show up and I’m told there are no techs and somebody should have called me. The store front manager sends his techs home at 5pm on Wednesdays. Strangely the place is still open for a few more hours.
The appointment was moved to Saturday. Other than the front manager being confused about what vehicle I was bringing in for mounting tires, everything was routine. I get the vehicle back within 2 hours with mount and balance tires, and an alignment. That evening I looked closely at the wheels and noticed all 4 wheels have a perfect circle gouge about 1-2 inches from the edge of the rim. Some of these scratches are literal gouges into the metal. One scratch looks like an oopsie in the middle of the rim where I can tell someone rubbed it trying to make it go away. Photos posted are from all four wheels…. Do better Firestone. I was hoping you’d be the place I use for future service but I don’t think I could bring another vehicle there again.
If you value your wheels, probably look for another place that can take care of the customers wheels while mounting tires.
AN ABSOLUTE NIGHTMARE! I went in to get all 4 of my tires changed and an alignment done. Once everything was completed and I got my car back, I immediately noticed that my steering wheel was no longer centered after they completed the alignment. I returned back to Firestone within 5 minutes of leaving and Greg (the manager of duty at the time) said to me in a RUDE voice “Can I Help You?”. I explained him the issue and he kept saying that the “alignment is fine, I just looked at the print out on your workorder”. After I kept telling that its not fine, he said that it would be around 2 hours before they can look at my car again to see what the issue was. I then left and went to another Firestone where they ACTUALLY did their job and fixed the issue. They said the alignment was not done correctly at the first place and corrected the problem. The second issue with this place is that when they changed my tires, they left this nasty white grease or lube on all four tires and rims. They didn’t even clean off their mess!! Needless to say I will NEVER be going back to this location. The manager Chelsea, who was extremely empathetic, stated this is an “ongoing issue” with her employees. Something needs to be done about this.
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