Firestone Complete Auto Care in
Henrico (VA)

I brought my car in because my windshield wipers stopped working after the snowstorm. I already suspected the linkage had come off I just didn’t have the tools to fix it myself. The manager told me it would cost $200 just to diagnose the issue, plus additional service fees. I declined and went to pick up my keys. At the counter, I was suddenly told the wipers were “working now” and I only owed $49. So within minutes, the issue was fixed yet I was initially quoted $200 and unknown service fee. Very dishonest and misleading be cautious.

Friendly, professional service, quick, and helped me make informed decisions regarding my vehicle’s needs.

I took my car in with several different problems I had noted recently and they fixed them all. In addition, they were very helpful in letting me know what really needed repair and what didn't. This helped me save money. They easily could have recommended fixing several other things but instead gave me good advice on how to manage them instead of running my bill way up. My car is running great now.

I have spent a long time looking for a reputable place for my car service and I have finally found one here. They’re always busy, but they do good honest dependable work

Great customer service. :) I couldn’t get my driver’s side window to close, so I went to Firestone. Brian assisted me and was very helpful and friendly. I was able to leave my car there and it was kept safely inside overnight. The part that needed to be replaced was delivered and installed the very next day. It was expensive, but I’m happy that my window can close now.

***Beware*** my son brought his Camry here for an alignment. They had good intentions by “topping off” his oil, however overfilled it by >1 quart. I had to pull it out of the dipstick tube myself. Oil was 1 inch above the full line on the dipstick. This can permanently damage and ruin your engine and blow out seals and gaskets, damage the catalytic converter. The manager was unapologetic, confrontational, rude and argumentative and denied wrongdoing. Who knows what else they do half hazardous. Avoid this shop and assure you check your oil levels as they seem to care less….

Came in for a tire alignment and rotation they ended up saying my oil filter and drain plug were loose. They then proceeded to overfill my engine with oil (checked level after and had to pull out oil myself ASAP as leaving it in there longer could have destroyed my engine I ended up pulling out over a quart of unnecessary oil) the reason they overfilled my engine is because they were unaware of the fact that it was a 2.5 L 4 cylinder (they thought it was V6 as listed on receipt) when I went back for a refund, the manager was super disrespectful and not understanding. I would highly recommend to stay away from this location. I seriously don’t understand how an auto shop doesn’t confirm the engine type before adding oil and then not checking level for some cars. This could’ve been way worse Had it been a different oil type

This place will cheat you! Not an ethical business. Try to oversell on things not needed while not repairing what you ask for. Front desk guy interrupts and is rude. Very dishonest company!

The Parham Road Richmond Firestone performs most of the repairs on my 2002 Saturn. Last August I finished a day of fishing at Gwynns Island on the Chesapeake Bay. I stepped into the Saturn and engaged the ignition. The Saturn would not start. I called Brian, the manager at the Parham Road Firestone. The nearest Firestone to Gwynns Island is located twenty five miles south at Grafton. Brian called the manager at Grafton and set up an appointment for me. AAA towed me and the Saturn to Grafton where the Firestone staff quickly and efficiently repaired the car.

Thorough and explained the reason for each thing. Had immediate recommendations and recommendations for future appointments but didn't try to have me do all the services at once.

Just don't go here. Inexperience everywhere from management to mechanics. This was thee place to take a car back in the day. If you do, read ALL the T&Cs. I expect a generic "I am sorry you had a bad experience" reply to this review, which is also empty and shows a going through the motions cs approach.

Go here at your own risk — you’ve been warned. I took my daughter’s ’04 Tahoe here for an inspection and was told it needed over $4,000 in front-end repairs: ball joints, tie rods, bushings, and an alignment. The problem? All of that work had already been done the previous year, and everything was still tight and in great shape. Because I declined their recommended repairs, the vehicle failed inspection. A few days later, I took the Tahoe to Preston’s on Patterson for another inspection and specifically asked them to check the front end. It passed with no issues, and they confirmed everything was solid. Fast-forward a couple of months. I needed my ’13 Silverado inspected and, since the only day I had off was a Saturday, I reluctantly tried Firestone again because of the convenience. I figured there was no way I’d have another experience like the last one—especially since this truck is in excellent condition. I was wrong. Brian (who I believe was the manager) told me they’d need the truck all day because inspections were “very time-consuming.” Fine. I dropped it off at 8:30 a.m. Around 4:00 p.m., I got a call from him stating that the front end had “excessive looseness” and needed ball joints, tie rods, an alignment, plus a headlight adjustment. Another expensive list—this time over $2,400. Again, I declined, and again, the vehicle failed. The following week, I took the Silverado to the dealership—something I never do for inspections—because at this point I was concerned something might actually be wrong. I asked them to look closely at the front end. It passed with flying colors. They told me the entire front end was tight with zero play. Coincidence? I think not!

Had an inspection, should have picked up that the bottom of the car was falling off, had to drive back THREE TIMES beacuse they didn’t fix it correctly risking my car flipping due to the piece falling off onto the wheel. Go somewhere else.

I needed an alignment and balance of all four wheels. I was able to make the appointment on line, pick a convenient time and determine the cost in advance. I also got a coupon worth $20 off the price of a lifetime alignment. My total cost was 1/3 of my Lexus dealer's estimated cost. Noticeable difference in feel and handling. I am extremely satisfied with Firestone's service.

Crooks and liars. Take my car for an alignment. An hour later after waiting, I get a quote for $1,500 to repair my car. Both left side ball joints are deteriorated, battery doesn’t hold a charge and my serpentine belt has 3 cracks and should be replaced. My car was inspected in July. If my ball joints were as bad as they say, it wouldn’t have passed. My battery is 2 years old and was tested the day before when I got my oil changed, tested perfectly normal. My serpentine belt.. replaced it myself for $45 and 5 minutes. Here’s the kicker, not only did they want $170 to do that, there was not a single issue with my belt. Nada. No cracks, no glazing, no fraying. It’s my second belt on this car, 180K. So, I take it back and talk to the owner. He was dismissive, defensive and didn’t care. I asked, why are you saying something needs to be replace/repaired when it doesn’t? I said show me the three cracks you all said. First he said the belt is t under tension. I said uh huh ok. No cracks even under tension. He said, I don’t know, why did you replace it then? I said, just to prove you all wrong and show you. He said then put it back on if it’s fine. Your car has 180, you’re due for a belt. I said it was already replace several years ago. You never asked. I also asked why they desire to rip people off for services they don’t need. He wasn’t happy and he also would t give me the corporate office number. He told me to get out of the store. I told him I feel sorry for anyone who comes in here with their hard earned money and gets ripped off by him. Stay away. Go somewhere else. Mechanics are the worst. We’re supposed to be able to trust them and when that trust is broken and we find out they’re just taking us to the cleaners, it’s BS. Next time someone complains Robert, listen and understand. Being defensive right out of the gate shows me you’re doing shady stuff.

I brought my 1994 Ford F150 in for a wobble in my driver side rear tire/wheel and a new set of tires on Friday morning. By Friday afternoon Owen (cust. serv. rep -very helpful) called to let me know my truck was ready. He kept me up to date on the service of the vehicle and sent me a digital picture that showed me the cause of the wobble. A previous mechanic (not from Firestone) has installed rear drum breaks a few days prior to noticing the wobble. Firestone showed my the mistake of the previous mechanic and solved the problem. Communication was clear and professional. Service was excellent. Price was very fair. Very pleased and now have a place to take my truck and know they will take car of her. Great job!!! Tim - Richmond, VA went to Firestone at Regency on Parham Road.

We do not recommend using this business. The initial service was timely and they fixed our tire problem. They also ran a diagnostic test on the car and said that there was something wrong with our air-conditioning (which we were previously aware of). After getting our car back, the air conditioning was still not working. We paid a significant amount of money only to call back and be told that in order to completely fix the air conditioning it would be another substantial charge. While we were not lied to, we feel like we’ve been misled and would be very careful using this business moving forward.

Evidently, Firestone now considers it “normal” practice to scratch your wheels during a tire installation. I’ve used this store and other Firestone locations multiple times over the years for tires, balancing, and alignments. They were always decent before. This last time started out fine: I dropped off my car for four new tires and an alignment. The car was ready by noon, and they even said no alignment was needed, so they didn’t charge me. A few days later, after washing off the usual shop grime, I noticed every single wheel had deep scratches through the paint to bare metal from removing the weights and new nicks and guoges throughout. My wheels have large open spokes, so the damage is obvious from just standing next to the car. I called the store and spoke to Owen, who apologized and told me to bring the car back after the holiday so he could take a look. When I returned, Owen wasn’t there. Instead, I dealt with Brian, the store manager. His response was shocking. First, he dismissed the damage by saying it’s “normal” for tape removal to leave scratches. When I pointed out that the scratches weren’t just inside but also on the face of the wheel, he rubbed brake dust off and claimed “that’s not new,” essentially accusing me of damaging my own wheels. I explained that the marks line up perfectly with the wheel weights they had just removed. At that point, Brian brushed me off with, “Fine, I’ve never had anyone complain about the inside of their wheels, so what do you want me to do about it?” That was the end of the conversation. No accountability, no effort to resolve the issue, just blame-shifting and dismissiveness. I’ve since opened a claim with corporate Firestone to resolve the issue. There is no situation where damaging a customer’s wheels should be considered acceptable—inside or out. I don't know how many tires or balancing I've had done, but never once have they noticeably scratched my wheels. And the fact that the store manager chose to argue, deflect, and insinuate it was my fault makes this even worse than the damage itself.

Absolutely one of the best vehicle service experiences I’ve had. Took my truck to another shop (won’t disclose which) and was failed on inspection stating I needed 4 new tires and wiper blades and quoted nearly 1400 dollars. I brought my truck to Firestone and was seen immediately and quoted everything for around 800. I left my truck on a Friday and it was ready on Monday. There were services I was quoted they deemed weren’t necessary and instead of charging and not saying anything like most shops do, they took it off my bill. Customer service was great and very helpful the entire time I was in the shop. Would highly recommend for anyone needing services done. They also offered a 10% discount for veterans and first responders. Will definitely be my service shop from now on.

We've been taking our cars here for routing maintenance items for over 20 years. Always friendly, courteous and on time. They do a great job at Firestone-Regency Square.

I have nothing but good things to say about this location! First of all Mikayla was an absolute delight! Very customer service friendly, I felt welcomed and valued! Then the look of this Firestone is amazing! Might be worth the extra miles for the great service and beautiful lobby!! Highly recommended location!

Normally a 10 with a very friendly and accommodating sales staff and lead tech is always friendly and informative. An 8 this time even though the car was done quickly, I had to reschedule because your app doesn’t line up with their schedule of open times and doesn’t work half the time. Also, some small things: after I received my vehicle back, my plug-in fragrance was unplugged and the part that gives off the fragrance was on the floor behind the second row seating. The paper mat they placed in my front floor area was left in my car and trunk effects were left a little scattered. Overall, excellent and they even place my donut back under my car. I trust Firestone for all my automotive needs.

This is probably the first time I understood everything being done with my car. I have been to this firestone about 2 other times in the past few years and the process wasn’t as smooth nor were the people involved as friendly and communicative BUT this time around it was perfect. Emmanuel and Makayla(misspelled?) were very helpful at the front desk making sure I did an inspection instead of a diagnostic which saved me $100 literally. I didn’t feel like they were trying to push a sale on me, they were truly helpful. Also Owen who worked on my car helped me understand every detail of what would be worked on and called me with updates in perfect timing. It was a great experience for me. Would definitely come back as long as the three staff I interacted with reflected the quality of care the rest of the staff there holds as well.

⭐️⭐️⭐️⭐️⭐️ Excellent Service & Professional Team! I had an outstanding experience at Firestone! From the moment I walked in, the staff was friendly, knowledgeable, and ready to help. They took the time to explain everything clearly and provided top-notch service. 🚗 Fast & Efficient: My car was serviced promptly, and they kept me updated throughout the process. 🔧 Quality Work: The repairs/maintenance were done perfectly, and my car is running smoother than ever. 💰 Fair Pricing: No unnecessary upsells—just honest recommendations and great value for the service. I truly appreciate the professionalism and expertise of the Firestone team. Highly recommend to anyone in need of reliable car care! I’ll definitely be returning for future maintenance.

I scheduled an appointment to have an alignment done on Friday at 2pm, and arrived about 1:55 and checked in. When checking in, I asked how long before that took my car in and was told there was nothing on the alignment bay and it would be soon. I was informed that it would take about 1 hr. I sat in the customer waiting area, directly in front of service desk. At 3:15 (over 1 hr after my appointment time), I wondered outside and it appeared my car hadn't moved. I went back in and asked the counter service person how much longer it was be. They informed me they put my ticket in a 'black' bag, not a 'red' one, but, they would get on it right way. Finally, at 4:20 they completed my alignment. This waste a large chunk of my Saturday. The counter rep apologized for the mistake, but I was sitting right in front of them...waiting for 2+ hrs. They offered nothing for my major inconvenience. I did not fully express my extreme frustration for concerns of repercussions, and now have concerns of returning to that (convenient) location. They did say "there was no charge" but I have the Lifetime Alignment, so there was no charge, anyway. ugh. The alignment seems to have been done well, but the waste of my Friday is time never re-cooped and the loss of confidence is the Firestone definition of an 'appointment' is extremely frustrating.

“Fair and reasonable” was my original 5 start review from years ago, but it feels like something has changed here. We were called at the end of the day to pick up a car they’ve had for 4 days to address a problem, get an inspection, and oil change. i immediately had to turn around and leave it over night because there car sounded way worse and wasn’t even addressed in the paperwork. They clearly didn’t care to address it. In addition, a flasher bulb was out but cleared inspection. There were upsells to pad the sales numbers along the way, but no solutions to the problems we came to them to solve. I’ve been going here for 10 years, this is a massive bummer. Let see how many days it takes for the car to get looked at again now that the cash-cow of inspections has passed. Bonus - since I had to bring the car back and wait around after they closed (I didn’t say anything to the employees as they left because I’m not a weirdo) but one of them waited around to watch me until my Lyft came to pick me up 🤣

Came in when tire went out without appointment. Brian helped me choose a tire that would be great in all weather conditions (Firestone Weathergrip) and they have been fantastic. Thanks for the great service!