Firestone Complete Auto Care — Attraction in Denville

Subject: Complaint Regarding Negligent Oil Change Service - 2019 KIA Sorento To Firestone Leadership, I am writing to express my extreme dissatisfaction with the oil change service performed on my [2019 KIA Sorento] at the Firestone Complete Auto Care location in Denville, NJ, on February 14, 2025. While I typically handle my own vehicle maintenance, I opted for a professional oil change in this instance due to the extremely cold weather conditions (February in NJ) and the lack of a temperature-controlled garage. On February 17th, my wife informed me that the oil pressure warning light illuminated at idle, though it extinguished upon acceleration. Due to my work schedule, I was unable to inspect the vehicle until today, February 22nd, 2025. Upon inspection, I discovered a significant leak originating from the oil filter housing and canister. I immediately drove the vehicle to the Denville Firestone location and brought the issue to the attention of the shop manager. He acknowledged that the technicians should have informed me of a pre-existing issue with the filter housing during the initial service on February 14th – a disclosure that was never made. Furthermore, he quoted me a price of $500 for parts and labor to repair the leak. Given the circumstances, I declined the repair and retrieved my vehicle. I subsequently purchased a new WIX oil filter and personally addressed the issue. After disassembling, cleaning, and properly re-torquing the filter housing and canister, the leak was resolved, and the oil pressure light no longer illuminates. This suggests the original issue may have been as simple as a loose component or a damaged filter from the previous service. While I understand that quality service at a reasonable price is becoming increasingly difficult to find, this experience was particularly disappointing. My observation of the technicians in the service bay further compounds my concerns. During my visit, I noted several technicians appearing disengaged, seemingly occupied with personal devices rather than focusing on their work. This lack of attention to detail is a serious concern and likely contributed to the oversight regarding the oil filter housing issue. I request a formal review of this incident and appropriate action taken to address the negligent service and lack of transparency I experienced. I also believe a broader discussion regarding technician engagement and quality control is warranted to prevent similar situations from occurring in the future. I expect a response outlining the steps Firestone will take to rectify this...

I have been using Firstone Denville since I got my drivers license and my family has used them for years before that. I own a company and we would service our vans here as well, I would always recommend them until 2 bad experiences recently. We brought one of the company vans in because it was pulling left when breaking. The cause of this is the Right Hub, they replaced the right hub back in January and all was well. When it started pulling right logically it’s because of the left hub, we brought it in and we were up sold on 3200 dollars worth of work we needed, which is no problem. The less time a van is down the more efficient we are as a business so we like to handle things all in one visit; however the Left hub was never replaced they instead warrantied the right and sent it back to us. Of course it happened again the next day brought it back and they couldn’t make it happen again, brought it to another shop they replaced the correct Hub and it hasn’t happened since. This is very aggravating because of the time lost paying my employees to switch between there Van and our reserve van. Now I always brought my personal truck there as well, routinely for oil changes and tire rotations, nothing I couldn’t do myself but the convenience and professionalism offered there was always worth the cost. Until I got a flat tire. Lug nuts like all nuts and bolts are supposed to be installed to a specific torque rating. Something being too tight is just as dangerous as something being too loose. Well whichever tech completed my last tire rotation certainly did not use a torque wrench or a torque limiter on there impact gun, and on the side of the road trying to change my tire I snapped a 20” breaker bar, a socket wrench and my Milwaukee Impact gun that’s capable of 500 ft/lbs could not take off the lug nut that’s supposed torqued to 135 ft/lbs. If they can’t get tires on my truck right they have no business working on my engine or any other aspect of my car. It was incredibly aggravating and frustrating and they lost a customer of 12 years today. I of course called to ask who rotated my tires last and suggest they go make sure he has a torque wrench in his tool box and they told me they would make it right but the trust has been broken and the professionalism is clearly lacking. They were always polite, courteous and quick but that doesn’t mean a lot if the work isn’t done properly. My business will be going to a local shop from here on out even if it costs more, or takes longer at least I know an actual professional will be...

Was in NJ shopping and noticed a cut to my sidewall on a 2022 Acura. The car is leased and needed to replace the tire with the exact tire. Firestone carries Bridgestone so I called around. No one had the tire in stock except the Denville location. I understood I was in a bind and most likely taken advantage of. I asked the other locations of the price and installation price. I called Denville and talked with Scott he was helpful and stated they had one in stock. He never offered to tell me the price, Again I didn’t have much choice so I went there. Scott took all my info asked for the keys of the car and never quoted me a price or stated the installation cost. As I was waiting for my car you could overhear the other salespeople complaining about a mechanic and he never knows what he is doing. Wow complaining loudly with customers present. I am glad I am only getting my tire replaced which there was problems with that as well. My car was ready, and another salesperson handled the transaction again no explanation at all of what was done, how it was replaced, or any talk about balancing the tire or warranty. Before I paid, he could had just turned the screen around and explained what I am paying for. No, he just told me the price and to swipe card. Wow $60 more than the other Firestones in the area. I guess I had it coming I had no choice to go anywhere else. (Management if you think I embellished any part of this review, please review the security cameras.) I left with my new tire and noticed the tire pressure on my tire was 36 PSI. this is the high end of the labeled tire pressure. I am ok with that since it is winter but maybe as a safety precaution the mechanic would have checked the tire pressure in the other tires. (This takes 1 minute and 0 cost) once he would have seen the other tires are on the low end of the manufacture specs he could have either lowered the pressure to match the others or raised the others to match his. But again, did the bare minimum.

Overall, this place obviously does not take pride in its work. Even if this was the correct cost of the tire based on my interaction and the staff’s inability to communicate with their customers, I believed I was overcharged on purpose. I would not feel comfortable getting my car repaired there. Especially if the salespeople have no confidence in...