Firestone Complete Auto Care — Local services in Fredericksburg

Date of Service: 8/5/25 | Follow-up: 10/4/25 Location: Firestone — Warrenton Rd

I recently brought my Volkswagen Jetta to this Firestone location for a tire patch (due to a nail) and a tire rotation. I’ve been a long-time customer — I come here for all my alignments through their lifetime program, tire installations, and I’ve also brought multiple family vehicles here. Up until now, we’ve always received great customer service. Unfortunately, my experience on 8/5/25 changed that.

I had a 4:00 PM appointment and arrived early at 3:30 PM. The front desk advisor was excellent she was very professional and courteous. Since this is my only means of transportation, I chose to wait as stated in my appointment. A patch and rotation usually don’t take long.

However, my car wasn’t even pulled into the shop until around 6:30 PM, a full 2.5 hours after my scheduled appointment. Having worked in the dealership industry for over 20 years, I fully understand that delays happen and appointments don’t always mean immediate service. But waiting 2.5 hours before the vehicle was even touched for a “wait” job is unacceptable at any business. The advisor apologized for the delay, but the manager never came out to acknowledge or address the situation. I left that day with a mild sour taste, but I chalked it up as a one-off issue.

Fast forward to today. While washing my car, I noticed that one of the lug bolts and the black plastic cover were completely missing from my driver’s rear wheel. The other four bolts were tight and intact. This led me to believe that the missing lug bolt was simply forgotten during the tire rotation. Honest mistake — I wasn’t angry.

I drove up to the shop to let them know what I found, not to place blame, but to see if they might have the missing lug bolt sitting in the back somewhere. I fully acknowledged that two months had passed and approached the situation calmly.

The same helpful advisor from my August visit assisted me again and went to speak with a manager. The manager never once looked at me — I had to communicate through the advisor despite standing right there with the glass door open. When told which wheel was missing the bolt, he quickly said, “Not us — we patched the driver front.”

I explained that I also had a tire rotation, which was clearly stated on the paperwork. Instead of checking, he dismissed it again from his seat without ever getting up to look or investigate. I even suggested asking the technician to check his “junk drawer” — anyone in the automotive world knows what that is — in case he set it aside. The technician came up, glanced at the invoice, and immediately said he didn’t have it. No one looked around. No one even came outside to verify the missing bolt on my car.

What shocked me most was that they didn’t even offer to sell me a replacement lug bolt, let alone take any ownership or show basic customer care.

I’ve worked in customer service most of my life, and this is easily one of my worst experiences. I came in calm and professional — not angry or blaming — but I was met with indifference and lack of accountability. The manager’s unwillingness to even speak directly to me was especially disappointing.

I wasn’t even planning to leave a review after the initial delay, but this follow-up experience left me no choice.

Final thoughts: I recommend doing your research and choosing carefully. There are other Firestone locations in the area that still offer excellent service. Unfortunately, this Warrenton Rd location is moving in the wrong direction. It’s close to my home, but after this, I won’t...

I come here a lot and have always had good & timely service, good communication until this appointment. I came in at my 9AM timeslot on Saturday morning, intending to get an oil change and a look over/brake check to see if I need to get any of my potential problem areas repaired before taking the car in for state inspection. The rep I gave my keys to suggested I go ahead and do the state inspection and go from there. I agreed and he asked when I needed my car back. I said before Monday, when I have to work. He said "my kind of customer; no problem". I didn't hear back that day and I called Sunday morning to get an update, and a different rep told me they don't do inspections on Sundays and I could either pick it up without getting it inspected or pick it up on Monday. I expressed confusion because I was told something else whe I dropped my car off and I was given no communication until I reached out over 24 hours later. This rep was a little rude/blunt and just reiterated my options. I ended up just picking my car up. I wasted my entire weekend waiting, and wasted money on Ubering. Now I will have to spend all next weekend with my car in the shop again, Ubering home and back, and waiting for an inspection-- then scrambling to get the work done before needing it monday morning.

Just please communicate better with your customers and if the work won't be done by the time it needs to be, let them know so they can decide if they want your shop to do the...

Oh, my, oh my❣️ The team at Firestone on Warrenton road was undoubtedly the BEST, from start to finish. I visited the shop two consecutive days for different reasons and I woul say that I have not had a better experience any where else. Everyone was accomodating, kind, professional, and helpful.... Ulysses Petez was top notch at his job. The epitome of excellence and perfection. He has the most pleasant personality with impeccable manners. He has phenomenal IPR. He is quite knowledgeable and exceptionally helpful and empathetic. He worked really diligently to have my issues resolved. He offered advise and made several calls on my behalf. I would say, he went out of his way to achieve that. He is a great asset to your company. Firestone is a great place to take your vehicle. I will go there again and again. Thank you so much. 5 stars to all those who helped me. I am really bad at names. So sorry. The sweet lady at the front desk, your new manager, the other male at the front desk, and the other young man who worked on my car; you are awesome to the nth degree❣️ I am so grateful. You are such a...