Firestone Complete Auto Care in
Lutherville (MD)

Friendly, fast, professional service. Showed up without an appointment and the staff got me in and out in a hour. Will definitely be coming back again.

Very prompt and efficient, even though I was a walk-in. Clean waiting room with coffee and TV. Car was clean. I have had good experiences with Firestone around the country, and this may be the best in terms of efficiency and comfort while waiting.

I have been to this Firestone a number of times, and have always received outstanding service. They give honest recommendations and options. Derrick was incredibly kind and helpful, and I would not go anywhere else.

Derrick went out of his way to explain every code, why the issues were happening and even showed me a few things in the car once the car was outside. He was polite, gave me an accurate expectation of how long I would wait—which was less than 30 minutes! I didn’t have an appointment and they were quick, thorough and friendly. It’s like I stepped back in time with this level of service! Thank you Derrick and Firestone Timonium!

I always have a wonderful experience at this location. All of the service technicians and managers are very knowledgeable and always keep me updated on my car needs. I highly recommend anyone that’s looking for a good mechanic to come here.

Derrick saved the day. I called at the last minute due to an atrocious experience at a local dealer. I needed an oil change, tire rotation and wiper blades. He took my car right away and had it all done in a little over an hour. He had some coupons to apply so walked away extremely pleased and will return.

I walked in with no appointment and they still fit me in and knocked out my tire replacement, rotation, and alignment in under 2 hours. Great service!

The store is clean and very organized. Specially the manager, Jawanda is extremely kind and friendly to take care customer. Also the service manager Derrick has very knowledgeable and give a clear information. This is the greatest store in town.

I had the most wonderful experience. I will be back definitely. It’s very hard to find an honest trustworthy person to take care of your car and not take advantage of you. I’m so relieved. Derrick was very professional and honest, and from the minute I spoke to Jawanda on the telephone and the minute I walked into the store. She was the most professional, awesome helpful manager I’ve ever dealt with she could not have been more helpful. And truly made me feel like I was being taken care of fairly and honestly, I will continue to bring my car to this Firestone as long as Jawanda is managing she deserves a massive raise. She’s amazing at what she does. You should be very proud to have her as your store manager.

Made an appointment online for an oil change at 6pm. I got a confirmation. After dealing with rush hour traffic, I got there at 5:45. Only to be told their mechanic was leaving early at 6. Keep in mind they claim to close at 7pm. I made the appointment early in the morning. They could at least send me a text, a call or something…saying to reschedule. Moral of the story don’t rely on appointment system.

Hello, today I experienced a very poor customer service interaction at this Firestone location with the sales manager, John. I have been a Firestone customer for over 10 years and have visited multiple locations during that time. I have never experienced anything like this, especially from a sales manager who is supposed to represent the front line of customer service. I arrived at the store at approximately 8:50 AM for my 9:00 AM appointment, and our interaction lasted until about 9:10 AM. To keep this concise: I explained to John that I have owned my vehicle for a little over a year. I purchased the car with new brakes, two new rotors installed, and the remaining rotors were within acceptable specifications. I informed him that my visit today was specifically for a free brake inspection, which is advertised online and for which I had a coupon. John told me they would not perform a brake inspection and stated that the vehicle would need to go through a full brake diagnostic instead. I reiterated that I was there for the free brake inspection promotion available to customers online. During this exchange, John stated, “This will be the only thing you’re getting from us today.” I did not understand this comment, and it came across as dismissive and unwelcoming. It felt as though he was intentionally pushing me away as a customer rather than trying to help or offer a solution. John continued to insist that the coupon was not applicable and that I had to pay for a full diagnostic, despite the promotion clearly advertising a free brake inspection. This led to unnecessary back-and-forth and left me feeling dismissed rather than assisted. As a long-time Firestone customer, this experience was disappointing and unprofessional. I expect transparency, courtesy, and consistency with advertised promotions—especially from management. Unfortunately, this interaction did not reflect the level of service I have come to expect from Firestone.

Excellent customer service. John A was fast and friendly. They provided top tier service and made sure my vehicle was in excellent condition.

I was at a shop down the street and decided to call Firestone to see if they could help with an unexpected tire issue. I had the pleasure of speaking and working with John, who was incredibly accommodating and supportive during what could have been a stressful situation, as I was far from home and my destination. He took the time to explain everything clearly and put my mind at ease. Excellent service!

Home of the speediest alignment 👎🏻 Pros: - Available appt over Thanksgiving weekend - Price matched when requested tires not available - Initially friendly service rep Cons: - Alignment completed it 10 min (initially lied and said alignment was already done BEFORE new tires installed) What?!?! - When tire price matching I said that I didn’t want hazard protection ($80). Rep said it was “included” when it really was a separate line item. Basically I was forced to pay for something I didn’t want. - Wasn’t given an itemized quote , so I missed the hazard protection add on (shady business practice) - Wasn’t given an invoice upon completion. Had to return the next day where agent proceeded to argue with me about Firestones speedy alignment and unconventional pre-tire installation alignment.

I scheduled my service for 10 am. When I left the Service Center I was told that I would be contacted within 2 hours with an estimate. That never happened. Then they said by 3 and again it didn't happen. I called and they mentioned something about front and rear brake adjustments and they would contact me in a few minutes. Never happened. I called at 5 and the person on the phone said they would call me with a price in 3 or 4 minutes and they could finish the work by 6. Never happened. I showed up at 5:45 only to be told that nothing was done to my truck because the technician left early and I would have to bring it back later. I was charged $21 for the "evaluation. I have been going to this location for over 20 years. That ends today.

They do good work here. The wait times can be a little long sometimes, but from my experience the staff do address all your concerns and offer candid advice on additional services needed. The waiting area is good for when you need to stay and drop off/pick up is fairly easy too.

Customer service was friendly, but the actual service was poor. I replaced all four tires with new ones, including wheel balance and alignment, but the car still shook above 60 mph. I went back three times, and they couldn’t fix it. Another tire shop fixed the balance correctly on the first try. Clearly, the issue is with this branch. I hope they improve their work because this was very disappointing from a well-known auto center.

Took my car there mount 4 tires balance amd alignment. I brought my own brand new tires. Rims just painted 2 months ago. Let me mention that all 4 rims was in great shape before the service. I even told the person who was at the desk about it besides the fact that they took for ever and the moment of the checkout that guys that was taking care of me showed what supposedly a tire that blew up did to one of the wheel. I knew that there was a risk something along that line could of happened. But I drove my car there and none of the tires was flat or none of them blew on my way there. And the end of the day all four rims need to be repair because the installer scuffed , chipped all over the four rims. When I ask the guys at the register why he showed me only one of the rims when all four was damaged. He told knew I caught him laying to me he ask the installer then and they try to give me an excuse about the tires been slashed open and missing rubber from the lip of the tires. I told them that was the reason why I bought new tires because my tires were messed up. They try to get offended and and personal giving me looks and trying to argue with me I just walked away. I will call corporate and will go back to speak with the General manager. Is not about the damage on the wheels is more about honesty and customer servic.

The process to schedule an appointment was easy and notification of appointment were timely. Appreciate being seen at time of appointment and finished in a timely fashion. My only concern was that I didnt receive a diagnostics of my car, tech was not wearing a name tag, and waiting area was unclean. Especially the seats.

Edit after getting my brakes done elsewhere: TL;DR: don't get your work done here. They are purely about the money. With the exception of the battery corrosion, literally everything they told me was a lie. My brakes definitely needed to be done, but the catastrophic failure of the hydraulic system they warned me was immenebt, not a word about it from a reputable mechanic. He fixed my brakes for the normal amount that such things cost with no additional services recommended (except the battery). I also found out that the new place is less expensive for oil changes. The worst part is that I spent six weeks stressed out every time I drove for what turned out to be a lie. I'll be contacting the MD attorney generals office regarding this location. Original: I've been coming here for almost 15 years, sometimes using a different Firestone due to logistical needs. I've had complaints about the service and the time it takes, but I kept coming because I always felt they were at least honest with me about what my car needed in terms of maintainece. That has changed. While I know I'm overdue for some work on my brakes, he made it sound like an urgent emergency talking about issues with all sorts of things that weren't an issue with my (previously much worse) front brakes. Also made it sound like my battery was about to die. I asked for an estimate and the manager said they'd get back to me by email in a day or two. When I got the email, there was absolutely nothing about my brakes or battery, but a recommendation on my coolant (which wasn't mentioned). ln doing a little online research I learned what a load of bull I was being sold. I'm talking to another mechanic I was told if the brakes aren't making noise (they aren't) then there's no emergency and while corrosion on the battery isn't ideal, it doesn't mean the battery will die at any moment. I am done permanently with this location, ending a 20+ year relationship with Firestone auto Care that dates back to when I lived in St. Louis. The level of both incompetence in the service reccomendations plus outright lies about the condition of my car, has permanently broken my trust.

My wife had to make a last minute appointment for a tire replacement. When we dropped the car off Jawanda was working the desk. It was a busy morning and she handled it with grace. She communicated well with my wife and when we returned to get the car she was accommodating. Give her a raise!!!

The technician Keyon did an amazing job for me. I’ve been to 3 different places to replace my tires and was told that my lug nuts would have to be broken in order for me to get tires. He not only didn’t have to break my lugs he had me out of the shop fairly quickly. You guys have definitely found a new customer from here on. Thanks

I had an incredible experience thanks to John! From the moment I arrived, he was friendly, professional, and went above and beyond to help me. He was completely transparent about pricing and took the time to explain everything clearly. I never once felt pressured. I had all four tires replaced, new air filters installed, got an oil change, and had my A/C repaired. John made the entire process smooth and stress-free. Because of him, this will be my go-to spot for all future maintenance needs. Highly recommend!

I had a flat tire before a long trip to NYC. Justin S (service sales) went above and beyond to help me! And he did it all with a wonderful attitude, transparency, and kindness. I am so grateful for his thorough work. By the end of it all, the experience was so positive that I was happy to spend the money. He is the best customer service rep that I have met in a long time.

I took my car in for an oil change, tire rotation, and alignment. It is a 2008 sedan with ~145k miles so it certainly isn't perfect and it had an issue with the oil valve cover gasket in the past that required a replacement. Also, I had forgotten to take it in during my Jan/Feb normally scheduled time for an oil change, so I was way behind. On the Firestone service logs, you can see I bring this car in every 4k-5k miles for an oil change. I dropped off the car at 8:30am for a 9am appointment and was told it would be completed by 10:30am. At 11:47am I received a call from the service advisor, John, telling me they couldn't do the work. They let me know that whoever did the last oil change cross-threaded the oil drain plug. When I informed him that they last did the oil change he didn't believe me and he asked me to come in to show me how I also have an oil leak. Since I had to walk, I arrived around 12:45pm. John showed me areas that indicated, at best case, a previous oil leak (the valve cover gasket) and, at worst case, a new oil leak from the oil pan gasket and oil rear seal. I asked him what had to be done and to give me a quote. But he would not give me a quote and told me to take it somewhere else. His main point was that he was absolutely sure that I had gotten my oil changed since I was last there and that there was no way I went ~7k miles before coming in for an oil change. When I objected, and told him to look at his logs that you can see my history of coming in at ~4k miles and that I had just missed it on my schedule, he still didn't believe me because he saw I had the valve cover gasket replaced and a front axle bushing replaced and it was done by someone else. This was true, because when this issue came up, I had to drive to another state for a few weeks (death in the family), so I had the work done in that state. He continued to object and still maintained his position even though I had been to Firestone for an O2 sensor replacement between oil changes as well. He told me they would do the oil change but this will be my last oil change they will do on this car. He also told me it would take about an hour. I waited 2 hours to ask the status of my car. He told me they were "wrapping it up." It took another 1.5 hours for them to "wrap it up." But the reality is I saw my car mainly just sitting there after the oil change on the rack without anyone doing work. John, was on a computer at the front of the lobby. There were only 1 other customer in that lobby for about 1.5 of my 3.5 hours sitting there. But John was mainly sitting at a computer that entire time. Obviously, I am unsure of what he was doing (surfing the internet?), but he never talked to me, never gave me an update, and barely moved. So, John was right. This is my last oil change on that car with Firestone. It's also the last time I'll have work done at Firestone. I used to have service done there and buy tires. Not anymore. Not just for this car, but for my other car and when my kid drives in a few years, they won't touch that car either. I can't comprehend this business model - call your customer a liar, refuse to give them quotes for work that has to be done, complain about the work that was done on it until you find out you did the work then pretend that it's the customers fault and problem. Then don't actually do the work on the car while the customer is sitting there so you can force them to wait and miss work. Really, this all happened. It's the worst business model I've ever seen.

This was the best customer care I have ever received in the auto repair industry. First, the establishment was clean and comfortable and the manager knew enough about the surrounding area to guide us as visitors on where to get good food and coffee while we waited. Secondly the manager was patient and active in listening to what brought us there and then utilized his knowledge and expertise to guide the experts in the garage to help solve our immediate problems. The team in the garage worked fast and efficiently with high quality and even did a very thorough assessment of total car to make me aware of things that will need attention in the future free of charge. If I didn’t live 6 hrs away I would definitely use this facility and work with this team all the time and I sincerely hope that the Firestone in my home town provides the same quality and care as this Firestone has inspired me to change companies all together setting a standard of excellence that allowed us to get home safe.

Tell me how can you miss adding new oil after an oil change? The most basic thing for a car is an oil change. Whoever missed it, it is appalling, beyond my level of comprehension, how this careless mistake was about to leave my family with no car. On July 2024, decided to try this place after a good recommendation. Got there with a very cold welcoming, no greetings, which is “ok” during a busy afternoon, I understand. What I don’t understand is how they were able to drain the oil without replacing it. Not only they forgot to add oil. I also found my cellphone cable not working properly, which was fine before this visit. Found a broken piece of plastic from the middle section compartment lid. Found the (hood) grille de-attached. And oil spilled all over the top of the engine and the (front) tire wheels. Quite an experience that I have never ever have witnessed before in my entire life. My whole family have been trying to figure out how something can go so wrong all at once in 2 hours. Yes, 2 hours for an oil change. It was like the universe aligned itself for this unforgettable experience. The front desk team was cold, maybe tired, but never rude. I have no words to describe what really happened. I was lucky I did a tune up right after, in a very short period of time. Because this oil change service felt so weird, I checked it myself and noticed the indicator was dry, no oil at all. Checked the bottom of the car to see if they missed adding the screw. I added one quart to double check the indicator and still saw it dry. Added another half quart with no different result. For few weeks with these doubts on my head, if the car was in a good condition before our out of state vacation trip, just in case, went to another auto shop nearby. If I didn’t go to the other auto shop few weeks after this Firestone surprise, I would it have ended up with a permanently damaged engine. I have empathy for the employees. Hard work, not enough staff. Cannot blame everyone or the entire place, but seriously how…how can you forget adding oil during an oil change!? How few parts were broken without even mentioning it? I went back and they were in complete denial. I had to wait few months to be able to write this review. Needed time to think and meditate, time to communicate our frustration. For sure will contact corporate. From now on, will go to a local family owned auto shop. Google should add an option with zero stars. Very VERY unpleasant experience. This Firestone is in my neighborhood. I have to see this place almost everyday. So sad Firestone. So sad.