Had a flat tire that I needed replaced. Was told by other places that it couldn't be replaced for a couple days. Called and I was told to bring it in and was expecting it the next day but it was done that same night.
I love the Grassfield Firestone location! I have gotten work done on my vehicle here several times and have had a great experience every single time. Every employee has been kind and helpful. I was kept informed, and the work was completed quickly, correctly, and thoroughly. I have recommended this location to several people who were looking for an auto shop that had honest people and fair prices.
Hello Firestone Team- I couldn't figure out how to write another review so I just edited the one I sent several months ago.
My wife and I have trusted the Firestone on Grassfield with several of our vehicles for many years. Recently, when our daughter experienced issues with her car, we brought it there as well. Repair Manager Melissa and technician Derrick provided outstanding customer service and demonstrated a level of honesty and professionalism that truly stood out. Having spent 30 years in the communications industry, I know how rare it has become to see this kind of dedication and genuine commitment to customers. Melissa and Derrick consistently go above and beyond what is expected, and they should be recognized and commended for the exceptional service they provide. I made a point to personally thank them several times for their hard work, availability, and focus on customer care, and I hope their efforts can be formally acknowledged for creating such a positive experience.
I would like to take a moment to recognize Melisa, the Repair Manager, for her exceptional service. I truly hope this feedback reaches someone in the corporate office, as she has provided outstanding assistance to both my wife and me. As someone who works in the tech industry, I understand the importance of delivering top-notch customer service. Melisa exemplifies this, offering both professionalism and trustworthiness in every interaction. Having visited several other repair shops, we’ve often felt that they were more focused on making money than caring for the customer. However, Melisa has reassured us that we made the right choice by coming to this Firestone location, and it’s clear that she sets this store apart from the competition. Melisa is undoubtedly a valuable asset to your company. Thank you, Melisa!
The entire staff are very professional, friendly, and cares about their customers issues. Special kudos to Melissa Riddick for her outstanding customer service skills, and recognizing her repeat customers. We will definitely be referring others to this location.
I went in there first thing on a weekday after other nearby tire shop gave me an estimate of 10 days until I could get an appointment. They got me in and out in an hour and a half (I know that can’t be done every time) with 4 new tires actually in stock- the service manager was very helpful and even matched the priced of the competition taking a few dollars off my total. I was able to get home by 9am so that my buddy could borrow the truck for the weekend. I couldn’t believe how well it worked out. 10/10 to the team there. First visit but I’ll be back.
-Local business owner that knows service makes all the difference
Misleading website and dismissive staff; When searching for vehicle state inspections, you are taken to a page that talks all about them and implies you are scheduling one, but you are actually scheduling a "complete vehicle inspection" which is, as far as I can tell, a sales opportunity for them. When I arrived at the store the person there was rudely dismissive, "no you didn't" "we don't do that". State inspections are first come first serve and they were all booked up, that's fine, and typical, but state that on the website and don't act like I'm an idiot and your website isn't misleading about that when I pull it up. Worst part is after all that he tried to pitch me their "complete inspection" several times as "basically the same thing" (except it doesn't count as a state inspection).
Generally have no problem with Firestone, but needed an oil change for 2015 Jeep Cherokee and the price of the oil was triple what I would pay for in the store for 6 quarts of synthetic 5W-20. Couldn’t believe it. Never doing that again.
Gave them my truck for the weekend to do the alignment and inspection after I just personally replaced all of the suspension and steering. I picked it up and was told the alignment printout would be in my email. It never was. I took the truck home and it still felt off. Called them about the alignment and proof that is was done. I was told it couldn't be given to me because their printer didn't have ink. They said I could bring it back. After that call, I was called again by the mechanic who said he had a picture of the read out and he would email it to me (he never did). I ended up taking it to a different Firestone auto care and the truck was still completely out of alignment. Everything red.
Best case scenario is my new tires and parts wear out super fast.
Worst case scenario is something catastrophicically fails with me and my toddler in the truck.
I could live with you admitting that you forgot to do the alignment. Instead you lied to me and potentially put my child in danger.
I availed myself of the CAR CARE PACKAGE special prior to having a state inspection. Told there were no issues ('everything looked good') except for tires. Scheduled an appt. for tires and state inspection. At inspection, was hit with a bill for numerous items. Whilst the service performed was satisfactory (repair of failed items that needed to pass inspection), should have been informed at the time of the CAR CARE PACKAGE that items were out of compliance for state inspection, independent of the criteria for the CAR CARE PACKAGE. The CAR CARE PACKAGE is useless. BTW, have already flagged these issues with Bridgestone/Firestone ( back in beginning of Sept.). Was told someone would contact me. So far, nothing. Won't be back. You had your chance to respond and address independent of social media. Told you you I would post if no response. Cheers, or not. And you lost my windshield washer tub cap. Update 9/30: So I did hear from Brandon. After apologizing profusely, without acknowledging anything Melissa told me at vehicle pick-up, proceeded to say the auto care package was 'rushed', end of day? - NO, since I came in at 8AM and didn't get the vehicle out until after 11AM. He then went on a babble about some 'research' he did, and stated they can't do a pre-inspection inspection for VA inspections. If you practice due diligence, and find items that are potentially failing (independent of VA inspection criteria), or soon to fail - e.g., leaking shocks, loose / excessive play on front wheel bearings, exhaust leaks, etc., shouldn't this be told to customers paying for the package? Had a special, but the normal price for the auto care package is the same cost as a VA safety inspection - coincidence? Would like the $5 for the washer cap, but refuse to go back there. Folks should look at posts on Next Door - similar issues. Keep away.
The service was excellent, everybody was extremely friendly, professional and knowledgeable. The manager Brandon was extremely helpful and made what is usually a negative experience with any car trouble, into a positive experience and I will absolutely be sending anybody in need to his Firestone! A small local mom and pop shop feel with the national backing of the Firestone brand, what a great location and staff!!
Drop your car off for 2 days at minimum! Dont believe any time frame they provide. 2.5 hours for an oil change. Then tried to charge us for a warranty covered item (nail in tire they found)
Unethical upselling. Brought car in for a new tire and to check for a vibration. Brandon got focused on increasing the service bill instead of doing what we brought the car in for. He told us that three year old tires (we bought from Firestone) were dry-rotted and needed to be replaced. He also said that two other tires with 5mm tread needed to be replaced. Very disappointing visit.
The experience at this location was top notch. They were very welcoming and professional when I went in to get my vehicle serviced. Customer service was on point.
I had issues with a nearby competitor balancing my new wheels and tires correctly and correcting an alignment issue they couldn’t seem to get figure out so I made an appointment with this Firestone at 9am. I dropped it off early and they had it done in less than 2 hours. Everything was fixed perfectly. Alignment was spot on and the wheels are balanced perfectly. Thank you for getting my vehicle fixed correctly the first time and honoring my appointment time even though I wasn’t there waiting!
John at Firestone went above and beyond to help me on short notice. He quickly attended to my needs without making me feel rushed and got me in and out in no time. His knowledge about tires was impressive—he took the time to explain the differences between them clearly, helping me make the right choice. On top of that, his friendly and professional attitude made the entire experience smooth and stress-free. Outstanding service from start to finish!
Came in for an oil change. Brandon was great and the service was extraordinary. Got me In and out in less than 15 mins. Will definitely be taking my car back for all future issues!
The team at Firestone in Chesapeake on Pavillion Drive were amazing yesterday! They went above and beyond for my family when our car broke down on the way to the Outer Banks. They knew how difficult it would be for us if we had to leave our car there, so they got us right in, diagnosed the problem quickly, drove to multiple places (up to 45 mins away) to acquire the parts needed, and then fixed the car all before they closed. At the end of the day, they even offered us cupcakes! They did a miracle for us yesterday and we are so grateful that they could help us to get to our vacation destination without anymore issues. They treated us like we are loyal customers despite the fact that we are from Maryland. I would highly recommend this business to everyone.
Brandon and his team are extremely pleasant and professional to work with. Their customer service is unmatched. I’ve taken my vehicles here for a few years and I have always been very pleased with my interactions with the staff members! 10/10 recommend!
Anytime I visit this Firestone I ask for Derek to handle the work done on my vehicle. Very trustworthy & overall just great at the job. I will always come back to this Firestone, it is clean & well managed. But Derek is your Go To guy !!
Quick, smooth, and professional experience. Derek handled the inspection thoroughly and explained everything clearly, while Melissa at the front desk kept things organized and welcoming. Great team — highly recommend.
We have taken all of our family cars here for servicing for several years and I have always been happy with the level of service. They are really fantastic about communicating what is going on with your car and have been proactive in offering options for addressing issues as they come up. They are also very nice and professional in all of my interactions with them. Two of our cars are nearing 300,000 miles and are going strong!
You will not find a better shop to have work done to your car or truck. Brandon and his team are top notch. The customer service is also top notch. These guys know what they are doing and the pricing you will not find a better price in town.
Brandon and his staff have always been beyond respectful and helpful. I have taken my vehicles in for oil changes, tires, routine maintenance as well as some larger repairs and never once have I felt like I was being sold a product or service that wasn’t necessary and in my benefit. They have taken the time to answer questions as well as ask questions. The only staff/place I would trust in the Hampton Roads area
This is the only repair shop I go to for brakes, tires oil change or whatever else my vehicles may need. They are always courteous and on time and the prices are always fair. I highly recommend you try them out if you have not done so!
Took my car in for state inspection. First time at this location. When entering my information into the system, the inspector Derek Ringer realized that it stated my plates were invalid and came out to ask me about it. I had no idea what he was talking about. Thanks to him bringing that to my attention I found that my registration listed different plate numbers than the actual plates they gave me to put on my car two years ago. I’m very glad that he was so diligent and thorough in his job and now I am having that taken care of with the DMV. Excellent service very clean shop very professional people.
I originally had my truck towed to a different Firestone to replace the wheel bearing. A week and a lot of $$$ later, they told me it was all done. I drove it home and noticed the alignment was off. When I called, they told me I’d need to take it somewhere else for alignment and they’d reimburse me. I brought it to this Firestone after a harrowing trip down the highway. The crew was polite and attentive and fit me in to their schedule. They informed me that there was no way to align it correctly because the wrong parts had been installed at the other Firestone. They offered to contact the District Manager for me about the situation. They’ll be fixing it at no charge to me on behalf of the other Firestone because it is not safe to drive anywhere else. I am very happy so far and after talking with them, am confident that they will fix my truck correctly.
I went in for a basic oil change today and the customer service was excellent . Aria was very helpful and cheerful and answered all my questions I had. Trinity was working on my truck and noticed I also needed a tire rotation even though it wasn't time for one. They were slammed and she made sure to make me as safe as possable and make sure my truck was all good before I got it back.i will most definitely be back here for all my other vehicles and be referring them to all my friends .
Making a customer change out their own wheel in the parking lot of a tire shop is wild...told me it would be 2 hours just to take off my wheel and put another on that I'd dropped off the day before. Not 2 hrs for a tire install, just simply taking off the whole wheel with tire to swap with another whole wheel that was ready for pickup after the tire had been mounted. Then I guess they realized they messed up cause 2 minutes after I got home they called and said the wheel I dropped off was ready with the new tire already installed/mounted. The manager the day before had been nice and helpful, but the service tech suggesting I change my own wheel out because they had 4 techs call out is poor service for something that would have taken them 3 minutes with their equipment. Thankfully I had my tiny floor jack and 4-way with me.
I took my truck for a state inspection and was later called to inform me it passed. However, I received a long list of recommended services totaling nearly $3,200, which they offered to complete. I was aware of the worn tire issue ($2,600, their estimated cost for tire replacement), but the other items—from fluid exchanges to the engine air filter ($600) were serviced just two weeks ago. It was clear they didn’t physically check these items and instead assumed I would have these services done again without verifying.
When I returned to pick up my truck, I brought this up at the front counter; the staff member mentioned that they probably only based their recommendations on the mileage. That’s both lazy and unprofessional. This is why people often distrust certain service stations. At the place where I get my truck serviced, they provide recommendations based on actual pictures and allow me to make the final decision.
Recently, I dropped off another vehicle for a state inspection the night before, hoping to have it back by 1 PM the next day. However, the vehicle wasn't completed until 6 PM. The excuse given was that they only had one state inspector working on Mondays. Since the vehicle ahead of mine required extensive repairs, they couldn't inspect mine until that vehicle was finished. It seems the state inspector also has mechanic duties and couldn't break away.
On the other hand, I was satisfied with the return time for my truck. As a suggestion for state inspections, I recommend having more inspectors available during the last week of each month
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