Firestone Complete Auto Care — Attraction in Hackensack

Update - Emilio, the manager, called me this morning to offer his apology and to offer to reimburse me for the overcharge. His apology was very genuine. If he had been on-site yesterday I do believe my experience would have been better. He appreciated my feedback and I appreciated his call. Revised rating from 1 to 4 stars.

Maybe I caught them on a bad day, but my visit to Firestone on River Ave in Hackensack was a total disaster. I booked an appointment online for what should have been a simple battery replacement - a $185 Die Hard. I arrived approximately 10 minutes early and checked in. The person that checked me in quoted me a price of $221 which included the battery, the labor and tax. I informed him I had a $20 coupon and he said he would apply it at the end. My car was taken in the garage immediately. I saw the hood open and a mechanic working on it. After about 10 minutes I saw the mechanic go sit down near the vehicle. I just assumed he was on break. However, after a while there was no activity so I checked in with the person that originally quoted me and he proceeded to tell me that they thought they had the battery in stock but they didn't so they had to get it delivered from a local auto parts store. He said it should get there in 20 minutes - would have been nice to have been informed. And then he proceeds to tell me they found other items that needed attention and they could work on them while I waited. My appointment was for a battery replacement. I didn't ask them to look at my serpentine belt, my engine air filter, my cabin air filter, fluid levels, etc..., all of which needed attention. I declined since the previous day I had my car at the dealer for an oil change and they did a multi-point inspection which included inspecting those items and more. That's how I knew my battery failed the test. I was attempting to save money by going to Firestone. But I know this is what auto repair places do to generate extra revenue so I let it slide. In any event, a bunch of time passed before I went and asked for another status update and was told they wrong battery was delivered and it was going to be another 15 minutes for the 2nd replacement. After 30 minutes I saw the auto parts delivery vehicle in the parking lot and after a few minutes saw someone working on my car. He eventually waked away and left the hood up and the lights on. I waited ANOTHER 10 minutes and saw no activity so I once again inquired as to the status. The gentleman went to the back and came up and said "it's done." I could not understand why did the mechanic just walk away and let the car sit if it was done?? Then he rings me up and i have to pay on a little terminal that says the amount due is $226. I said you need to apply the coupon and he said it was applied. He could not print a receipt so was trying to show me on his screen he applied the coupon. The screen was not easy to read but I saw a "core charge" of $22 and asked why i was being charged a core charge when I was returning a battery. My understanding is core charge is only charged if you are buying a new battery and not returning an old one. He kept talking around it, making reference to taxes and fees and then collapsed the charges on the screen so the core charge was not visible. The total should have been less than the original $221 after the application of the $20 coupon. At this point, after being there for two hours I just paid it. I was told a copy of the invoice would be emailed to me and I even confirmed the email address twice - once at the store and then again when I called the store to ask them to email it again. As of now, 70 minutes after checking out, I still haven't seen it. I also had an issue paying with my Firestone Credit Card and the store was ill-equipped to handle an inquiry to CFNA when my identity could not be verified by their system. I just paid with my debit card instead. So, after 2 hours at Firestone, for a 10 minute battery replacement, I came to the conclusion I would have been better off overpaying at...

I went to this facility because I needed breaks and routers. It was labor day and this facility was the only one open. How can you get breaks and routers wrong as a mechanic? If you can't do break you should not be opened. Just sell tires. Jequin greeted me he was very nice. Left my car. Charged me 1200 for breaks and routers and immediately when I left I heard a weird grinding and knocking noise when I used my breaks. I pulled into sears and was going back to firestone but my boyfriend said it takes breaks time to settle in and you would hear a noise. The internet said the same and so did George when I called the facility. Then Tuesday I am driving to work and my breaks were smoking. Someone said they didn't take the time to wipe the oil off the rotors which caused the smoke. I also noticed to break my break would go all the way down and was soft. I had breaks done on another vehicle and the minute you tapped it it would stop. Go back to the facility 9/9/2023 and again I speak to George who says breaks have chemicals that need to adjust and can take weeks and that is why I am experiencing what I am experiencing, I asked George since he was the one who did my back breaks to check my car out. He said he would but he didn't. The job was given to another kid. I saw him drive my car then come back and put it on the lift. He took something off my car and threw it in the trash. Then he drove the car again and put it on the lift. So now I am concerned. I walk over since George didn't seem to want to budge and he says he has to speak to George that he thinks its the rear differential. Then all of a sudden a bunch of mechanics come running to my car. George included. And my car is taken off the lift put in the front and I am handed the keys, Not one person wanted to explain to me what happened. Now I am crying so upset because you can tell I am being screwed. I go to George and tell him to tell me what's going on with my car and he says your car is on the lift. Meanwhile its at the front door. I told them I want a work report on what they did today. Now the manager in training gets involved and writes a work order that says rear differential problem not caused by break installation. That is such an admission of guilt because no one would write that. He tells me it's because I have 2 different tires in the front and 2 different tires in the back which is why this happened. That it can't come from breaks and rotor installation. I take the car to Nissan and I tell them what happened and they said that George the manager who did my back breaks may have hit the rotors too hard when taking them off and caused a problem and that is why I heard that noise when I left immediately. DO NOT GO TO THIS PLACE ESPECIALLY IF YOU ARE A WOMAN ALONE. THEY DO NOT KNOW WHAT THEY ARE DOING AND GEORGE THE MANAGER THE BIG TALKER HE...

I’m literally writing this review from the parking lot of this location, Hackensack New Jersey. I’m unsure if Firestone intentionally trains their employees to try and take advantage of people with bait and switch sales techniques or to not disclosing the entire truth over the phone, but it’s seems every single time with them it’s always a different story in person. On November 27th 2024, I called Firestone in Hackensack NJ to ask about their “lifetime alignment” and to ask about the price. I was advised over the telephone that it’s normally $210 but if I go in on Black Friday only(today November 29,2024) , it’s on sale for $169. So I make an appointment for that day. An hour before I call and confirm the price and was assured that today only it’s on sale. At this time I have inquired twice, was offered the service at $169 twice and never advised on any additional contingencies. I arrive at the scheduled time and was advised in person that “the $169 price is only with a purchase of 4 new tires.” It was only in person, when they lured me in the door, did they disclose the contingency of purchase. I feel this is a very deceptive practice and about on par for other negative reviews on this location. It is my personal believe they exercise these sales techniques to take advantage of people who do not know any better than to walk away when they reengineer their sales script in person. They best part is had they been truthful from the beginning I would have made the appointment expecting to pay the $210 price. However after experiencing first hand their accepted culture if untruthfulness, I would rather give my money to anyone else. The day this location closes for good, it will be a great service to the automotive community as there would be one less unscrupulous repair shop...