Firestone Complete Auto Care — Attraction in West Caldwell

Scheduled an oil change and inspection through the app for 4pm after work. Brought my car in and was told by Jim my appt was confirmed and he took my keys, telling me I was all set and my car would be ready for pickup at 7, which was closing time. I wanted to be clear that my 4 pm time was fine and adequate enough time to get everything done, thinking they closed at 5, he assured me they close at 7 and it would be ready. Returned at 7? No Jim in sight, one worker left for the day that I hadn’t recognized earlier, telling me unfortunately they never got to my car and that I could bring it back in the morning. Told him I had work the next day and would only be able to bring it yet again at 4pm. After getting a hold of someone I was told by the worker that I could bring it back tomorrow at 4pm again. I found it funny that I never received a call but thought nothing of it as Jim had assured me it would be ready. I can’t begin to describe the anger and frustration I feel right now. Such cowardly behavior of Jim to lie in such a manner, knowing he wouldn’t be around to tell me to my face that he was a liar, leaving another worker to tell me. The least he could’ve done was give a courtesy call to tell me they wouldn’t be able to get to my car or better yet NOT HAVE ACCEPTED IT IN THE FIRST PLACE WHEN I CONFIRMED TWICE WHETHER IT WAS OKAY AT THIS TIME TO BE SERVICED. So utterly disgusted, this was so unprofessional and cowardly, and now left with my car still needing service and work early in the morning. I should have gone to Meineke down the road as many suggested to me prior, but I had a stupid loyalty to Firestone and decided to come here instead, stupid mistake. Every time I give this dumb place a chance there’s a frustrating...

I have been going to this Firestone location for the last 3 years for various reasons. Never had any majore issues until recently. There is a new shop manager name DeShawn that was transferred from Wayne's Firestone. HE IS EXTREMELY RUDE AND DISRESPECTFUL TO THE CUSTOMERS. I seriously don't understand how he slipped through the cracks and is even a shop manager with them. I had a repair with my car that I had auto repair insurance from. American Auto Shield. I was giving the information to call and set up a claim and explaining for tjis insurance works. He was not interested and abruptly stopped me and told me " DON'T TELL HE HOW TO DO MY JOB" . I was taken back by that remark. This is an insurance plan NOT how repairi g my car so how would you know how it's works since it's not in your scope of experience. I called AAS the next day to follow up with them. He did not send them.any estimate. I called him back back to follow up and he streamed st on thr phone " I TOLD YOU STOP TELLING ME HOW TO DO MY JOB". I took my car out of there that day and brought to another repair facility that did it correctly and foot my car fixed.

After that experience I called Firestone customer support and let them know whst happened. They told me that they take complaints like this seriously and this would be forwarded to Desjaun's boss the area msnager of the Caldwell Firestone. They took both my phone number and email and told me he would contact me in 2 days. Those 2 days passed then and 3 and 4 and I never heard back from him or Firestone.

I am very disappointed with Firestone fir not caring about the customer experience and the let its staff included management to treat customers in such a disrespectful way. Very surprising...

My car had to be jumpstarted so I went to firestone for checkup . I reached there at 8 Am I was told that it will take 2 hrs to diagnose the issue and that would cost me 30$ After 3 hrs I got a call from the store manager Marc with an estimate of approx. 1800$, none of them was needed except for that car battery cable that had corrosion and had to be replaced . I went to the store to see the car around 12.00 pm and the manager of the store showed me the car and the new battery cable which needs to be replaced. This would not cost more than 5$ of parts and not more than 5 min to fix that. He told me that would cost 129$ to fix it as it was a tedious job, after requesting he waived off the inspection fee of 30$ Marc told me that this is a tedious job and the car would be fixed after couple of hrs. I went out of the store and went to Panera to grab a cup of coffee and returned the same way and could see that the car is ready and parked outside the store , I just returned home. Marc called me after couple of hrs to show that it took couple of hrs to fix my car even though it was fixed in less than 10 min as I had already seen it while returning from Panera. I had a firestone credit card which had a coupon of 20$ but he did not even honor that and charged me 130$ for a 5 min job I was cheated by firestone and would never go to firestone of west Caldwell again and would never recommened it to my friends or family I have also attached the photo of the part that had to be replaced to show it can be fixed in...