Firestone Complete Auto Care — Attraction in Yakima

Long read, but worth it if you’re considering this Firestone location.

I brought my car in for an oil change and requested a full diagnostic. The gentleman (who is the store manager) at the counter was very kind and helpful. Later, I received a call from a different person, Robert, who told me that in addition to the oil change, my rear rotors and brakes needed replacing. He also strongly recommended a brake fluid change, saying it would extend my warranty. I agreed since I trusted their expertise.

However, when I reviewed the emailed diagnostic before picking up my car, I noticed the brake fluid had been marked “Checked and Acceptable. Keep it up!” When I asked Robert about this, his first response was, “All of our phone calls are recorded. You agreed.” I wasn’t questioning whether I agreed; I was asking why I was sold something that appeared unnecessary. His repeated emphasis on the recorded call came across as defensive, as if this is a frequent issue. (There was also no disclaimer that the call was recorded, which is concerning in Washington since it’s a two-party consent state.)

When I asked about incentives for selling services, I was told there weren’t any, but the interaction still felt like an upsell.

After paying, I was handed paperwork that showed a charge for a cabin air filter. I asked if they had changed it, since I hadn’t agreed to that. Robert quickly insisted he “never once mentioned that” and pointed to the section labeled “Recommended Services Not Authorized by Customer.” It looked like a normal charge, and I explained that I would have appreciated clarification since I’m not familiar with their forms. Instead of taking the time to explain, he asked, “Is this your first time here?” He was kind at first, but once I started asking about charges, his tone became rude and dismissive.

I’ve been to Firestone before, and typically the staff clearly explain what’s needed versus what’s recommended. This time felt very different with the defensive tone, unnecessary upselling, and lack of transparency.

I did call and speak with the store manager, Jerry, who was very kind and helped make the situation better. I appreciated working with him. Unfortunately, a couple of days later, I started hearing a scraping noise when driving over bumps. While heading out of town for a wedding, the noise suddenly got worse. When I pulled over in the middle of the freeway, I discovered the skid plate under my car had not been reattached properly during service. This was both frustrating and very dangerous. I had to drive back, wasting time and gas, just to have them correct something that never should have been an issue in the first place. Now my brakes are making a noise that doesn’t sound normal, so I will likely need to take my car elsewhere to have them checked. If the skid plate wasn’t installed correctly, it makes me question whether the brakes were done properly either.

Between the poor customer service with Robert and the unsafe mistake of failing to properly reassemble my car, I will not be returning to this location. Customers deserve transparency, respect, and basic quality of service, especially when safety...

If I could give this place a 0 star, I would. This shop has absolutely no time management... my husband made an appointment for my car a week out for 3 pm yesterday (nov9). We decided to drop off my car around 2ish and was fine if they couldn’t get to my car until 3pm. The guy that helped us named Shadow said my car will be ready by around 4:30 to 5 the latest. They said that we will get a call from them when it’s ready to be picked up. Since we are in town, we decided to go shopping. Around 5:30 when we noticed that they haven’t called and it was getting late so we decided to check on the status. Got there around 5:50 10 mins prior to closing and the same guy Shadow seemed confused when we asked if my car is ready. He checked all the files, and keys and all and still couldn’t find it. Turned out one of the guys that works on cars just pulled in to work on mine.... at freaking 5:50pm.... Shadow apologized and said it will be done by 6:15 and they guy that will work on my car is the best they have.. we already waited, wasted hours, tired from a full day of working, and yet they wanted us to wait longer. Then again, I understand. Stuff happens so instead of lashing out at him I just told him that if it’s okay to leave my car and just get it picked up tomorrow since it’s not our fault they messed up. Also, I told him to tell the guy that is working on my car now to stop and don’t rush. I’d rather be safe than him messing something up. He politely said its totally fine and my car will be ready when they open. We have prior commitments this morning so I told him we won’t be able to get it out of their shop until 2pm. He agrees and said it’s totally fine. The next day my husband had the chance to picked it up at around 11 am. He asked for the keys and guess what?! It’s not done yet..... he had to wait another 40 minutes.... the guys in the back couldn’t figure out what tires they have put in... like how can you give us a quote and not know exactly what tires you have put in?! It’s definitely not a one person fault, it’s the whole shop... how can you mess up twice in a row with the same customer? This shop is so unorganized and the management seems to be slacking... too bad the staff Shadow was polite and had to deal with this. ZERO stars for this shop. Never ever again... worst...

Was in a desperate situation while traveling with a large enclosed trailer in tow. The tires on the trailer still looked new, but the trailer hadn't been used in a while. We ended up with a flat on the trailer and carefully got into Firestone (a few minutes before closing). The manager was nice and asked his tire tech, if he'd stay a few extra minutes after so they could help us get back up and running properly. We arrived, and just paid the tech a $20 (the tech couldn't be on the clock due to overtime/didn't think anything of it/so was just asked if we could pay the guy $20 directly for his work/no problem was grateful to have them help us out) to swap out the blown (now spare) tire with a new tire, that we'd had in the trailer. Then had the tech air up the original spare, that had been in the trailer. Finally asked the tech the million dollar question: Are the remaining tires looking safe/drivable to him, we didn't want another blowout, for obvious reasons. He said they looked good to make it to our destination without any troubles, he'd seen a lot worse and we should be totally fine... Wrong. We had another blowout on the other side of the trailer on the highway an hour later after leaving Firestone. We limped into the next town, spent the night and went to Les Schwab the following morning. However, on our way to Schwab, got another blowout... Had Firestone advised us of needing to swap out all the remaining tires, we would have (we had more new tires in the trailer that we could've swapped out) without question. Instead, based on the tech's judgement, we had 2 more blowouts which could have had led to an accident. They were nice (therefore only getting 2 stars), but I would never recommend this location, based on their professional opinion and ensuring the safety on their customers (which would have...