Firestone Complete Auto Care — Local services in Downey

Previously, a good friend who was a retired mechanic got his wheel studs studs stripped after getting his Dodge Truck serviced at this shop. The shop accused him of cross threading his own lug nuts, even though nobody but this service center had serviced his truck. He blew his top, and the service manager paid for the new wheel stud and installation. Bob told me not to trust this shop. Years have past and I decided to give them another chance.

My family has purchased 4 sets of tires, and a multi year alignment service from the Firestone Tire center. We were very happy with the prices and service from the center, until now.

We have a low mileage Dodge Minivan. We purchased tires and an alignment service contract for it. Upon conducting the service a wheel stud was broken. Nobody had removed the wheels from minivan since the new tires were installed in January of 2023. The technician immediately blamed us for the problem. The wheel stud could not be replaced because the Mopar hub does not allow for stud replacement. The Service Manager did not show my niece or brother in-law the hub. Nor did he ask if we wanted the old part.

They held us hostage and said this is a safety issue and would not release the car. Wheel studs can break when impact tools are used improperly. In our experience with this particular center tells us this is a distinct possibility. They also claim they notified us of the condition of the wheel studs from prior servicing. We believe them, paid the $465 to get our minivan back.

Upon checking all of our service records, no warning of bad studs exists. We are going back to get our old part, and will pursue an investigative claim with the California Bureau of Automotive Repair.

I sincerely believe we were treated as naive customers with limited resources and automotive knowledge. Just because I choose to drive older model cars doesn’t entitle this service center to assume I know nothing and I don’t have legal resources. Be careful using this center. Ask for old parts and watch their technicians. They amazingly don’t seem to care about keeping our business.

My best friend is a Master Mechanic and a fellow educator. We have discussed this issue at length. I hope the shop has video of yesterday’s activity. I can assure you the truth about what happened will reveal itself.

I researched the hub they used for replacement. It’s a Duralast aftermarket part, Autozone price $85.99, Firestone charged us $218.99, plus $276.80 1.6 hours of labor. That’s a 254% markup on a aftermarket part!

Not feeling very good about my relationship with this place. Update. In all fairness to this Firestone Tire Center, we returned to location to retrieve the old parts (hub). The service attendant was very cooperative and pleasant. He was able to locate the part, after my wife said she’d look through their trash, after service writer said part was probably thrown away. I spoke to my local Downey Automotive repair shop. I asked what normal markup on parts were. He said no more than 150%. The labor charges at this facility appears to be set at approximately $172/hr, which is extremely expensive compared to local shops.

Be very.cautious taking your vehicles to this facility. They use very powerful impact tools and the level of expertise among technicians vary. If mistakes take place, they probably will place blame on the customer. At the very least, buy the replacement parts yourself. You’re going to save at least 61% or tow to another shop. Great tire products and prices. Questionable quality of service and undoubtedly expensive parts and labor charges. Apparently no interest in establishing long term customer...

I am disappointed but not because of COVID-19, which they might say this is why it takes forever.

I am highly disappointed with the service that this location provides. You make a appointment in advance, a week ahead of time, and when you arrive, they quote you over (4) hours of waiting time, and that’s a if.

They overbook appointments which creates a bigger mess.

The customer service is lacking in all departments. From the person checking you in to how they speak to you. I would NOT recommend this location. Young adults who feel highly entitled with rude attitudes.

After waiting 2 1/2 hours, they still haven’t even brought my car in. Keep in mind, the alignment machine is not in usage. Another lady present had been waiting 3 hours for just a oil change with a APPOINTMENT.

There is no reason to overbook appointments, and also take walk ins. Makes no sense because everyone becomes upset. Look at other locations, they will tell you that they are busy and can’t take anymore. Especially with COVID-19. They had it packed in there for no reason. You can see the attendants taking in people knowing they can’t handle the load.

Rude and ignorant when asking about the status of your vehicle. I am not here to exaggerate because I time my appointment by the clock.

I rather go to another Firestone location who takes pride in appointments. Do you ever go to a location with a appointment and get quoted 4 hours because they are busy? Then what’s the point of the appointment? Tell me. This happens on...

Made an appointment to have my vehicle service, oil change and a flat tire, I was given a 3 hr. Time frame. 2 and a half 6 later, my vehicle was still in the place I had left it. At that point, I decided to wait for the vehicle, but I knew they would not meet the time frame. After 3 hours and 45 minutes later, nd the tech knowing I was waiting for the vehicle and had already pointed out to the rep that he was talking too much with other coworkers, decided not to take inconsideration I was waiting for my vehicle. After he was done and knew I had complained, he parked the vehicle as far as he could without making too obvious that he was doing on purpose. All other vehicles were brought to the front for the customer. As you can appreciate from the pictures, he failed to tighten the oil plug and failed to clean the oil stains from the vehicle. I stained a customers property and drove over 200 miles before I realized that I had a problem. When I called the Whittier location to get the problem fixed, ( because I did not want to take my vehicle back to the same location) and I believe I would be taken care of. I was told that I could take my vehicle back the following day. What a lack of disregard for the business and clients. I wonder what they would have said if I had I not paid attention or drove a long distance? What a failed service....