Firestone Complete Auto Care — Attraction in Wyckoff

Update 2025: still the best! Always take the time to explain everything to me and go through coupons to make sure that they can save me as much as they can. As a teacher this is always a huge deal.

I have been going to Firestone for a LONG time- it's local, and convenient, and the service is always quick. But what they did for me this week went above and beyond. I called them up and spoke to Gary, because my car has been making a tick tock noise for a few days. It's done this a few times, and because I was out of town (we like to take road trips), each mechanic just told me I was low on oil, and put it in. The noise stopped, life goes on. But this time, I took it to my trusty local Firestone. They got me in first thing in the morning, and I had a phone call pretty quickly. They told me that there was NO oil in the tank (zero), and that I should contact Suburu because there was a class action suit a few years ago about Suburus consuming oil too quickly (there was an engine defect). Gary suggested I tow the car, so they could hear the noise right away, but when I said I would prefer to drive, to avoid paying for the tow, he said no problem, they would put in some oil so I could get there safely. They didn't charge me a dime to look at it, and instead, told me that I could probably have it fixed for free under warranty if this was indeed the issue. The next day, Gary sat on the phone with me to go through my oil change records with them to be sure I had them, JUST in case Suburu said I needed them to have my car fixed under their warranty. Frankly, they could have told me the engine had issues, or charged for work, or at least for the tech's time to check out my car. Instead, they didn't even charge me for the oil they put in, and they are going above and beyond to make sure I don't have to pay for something that isn't my fault. I'm so impressed with their honesty and professionalism. In the past, they've helped me when tires have had issues (one of mine was leaking air a few months after I got it, and I went in to have it replaced- they informed me it was under warranty, and I didn't have to pay for it). They consistently are friendly and helpful, and I can't recommend them enough. THANK YOU Wyckoff...

One star just for the price adjustment, otherwise I would suggest going below 0!

I'm not just frustrated, I'm totally furious with the service and lack of customer care.

I called this morning to set up an appointment for an oil change. A very nice associate assisted and scheduled for tomorrow, adjusted the price for me which was very nice.  I asked if he could possibly have any available time today if someone cancels, he told me to call at noon, which I did and was told that now is a very good time to come. I drove 20 min to the place, dropped my car there. No waiting lounge is available at this location,  and it's freezing cold outside. I was suggested to go sit at the Starbucks, which I found out later didn't offer any inside seating. I spent an hour and a half outside, returned to the shop and to my surprise found my car at the same spot where I left an hour and a half ago!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! I rushed into the shop and asked the associate for an explanation, I was stunned by the reply, the technician is finishing to work on your car... Eventually, after the associate checked with the technician, he tried to apologize to me by saying that the technician was busy over his shoulder... This is such a lame and unprofessional attitude to the customer, shows that two hours of my time is NOT valuable at all. I don't know who manages this place, but this is definitely a recipe for disaster and degradation to closure.

I would try to get everyone in my network to know and share this! Avoid this place at all costs.

P.S. UPDATE: After numerous emails I received a phone call from Mike, he suggested to come when I can. When I arrived I was ready to wait for an hour and half, but to my surprise the car was ready after a blazing half an hour and they provided this service free of charge despite the fact I insisted on paying. I can’t scratch off the bad first experience, but we all make mistakes, what matters is how we fix them.

I do understand, that getting loyal and professional personnel is not an easy task today. I’ll keep my business through Mike who understands what customer service should be...

If there was a way to give negative stars, I would. 1 star is a compliment and one not deserved.

I am on business and needed to get my rental truck an oil change. I only have a couple days off so I decided two days ago that I would call ahead to ensure a position as I know mechanics can get very busy very quickly. I called and made an appointment but I should have known when they didn’t take my name, phone number, or any other details like that over the phone that I would not be written down. I confirmed with them I would bring it in at 9am on the 15th.

I show up at 9am and they could not find my appointment. But they decided to take me in saying that I could leave it and they would finish in a few hours. As I have no truck, I’m not in my hometown, and I was not about to pay for an Uber, I walk to the local Starbucks to finish some work on my laptop.

I returned a little after 1pm as they had not called. My truck was sitting in the same spot and I was informed they just confirmed that they were able to work on my truck and “would get right on it.” They gave me a time of about 4pm it would be ready.

So I sit in the Starbucks I had to walk back to again until 4:30pm (gave them extra time as they didn’t call to tell me it was ready.)

Upon returning, my truck still had not moved. I asked to check up on my truck knowing the answer and the guy behind the counter rummaged around for a while trying to find my keys and informed me that I was “taken care of and good to go.” I asked if it had already been paid for and he said “no they hadn’t gotten around to it today.” I asked why they hadn’t and he said “they’ve been very backed up and have had people sitting waiting since 9am. YES I KNOW THAT BECAUSE I HAVE BEEN WAITING SINCE 9AM! All in all I wasted 8 hours waiting for an oil change. I promptly left and found a jiffy lube and was done in 15 minutes. This place sucks and I will never spend a dime at a Firestone ever simply because of the ineptitude of everyone who works here and...