Firestone Complete Auto Care — Local services in Jacksonville

My pitman arm broke while I was at work and they were right around the corner so I decided to have it towed to them. A pitman arm is a 1.5 hour - 2 hour job. First off they said they couldn't use my pitman arm I had purchased, and that I had to buy one through them. No biggie. Well during the process they were trying to push extra parts onto me and services I did not need. They tried saying that they would "wallow" out my centerlink hole so I would need a new one. Any real mechanic would know that only a very unexperienced person would do that. Well soon after that call they said my truck wouldn't be complete till the next day afternoon. They once again called me the next day saying they didn't have my steering box mount bolts. I know they had them because I physically made sure the person working on my truck saw them and acknowledged them before I left the day prior. After they had found 2 out of three they called again. Once they "found" the 3rd they said the threads were gone and or messed up. I went and inspected the bolt myself and found a destroyed bolt. They had managed to destroyed the bolt by cross threading it into my steering box. Upon receiving my bill I had noticed they had double charged me for the pitman arm. So they expected me to pay 500$ for a quick 100$ job. Upon inspecting my truck after receiving it back from the shop I found EVERY mount bolt to the steering box cross threaded, one without a washer, and they had installed the WRONG pitman arm on my truck. As I sat in the waiting room I had overheard them talking trying to swindle people out of their money. This place is VERY unprofessional and do what they can to make more money off poor unknowing servicemembers. I have picture/video proof of the bolts/ hardware before I gave it to them and after, and of the poor work they did of my truck(including the sloppy/loose unseated pitman arm). I would not recommend anyone going to this place. I have heard stories of them double charging on parts and their unprofessional work, only for it to...

I recently brought my 2025 Toyota Tundra to Firestone Complete Auto Care at 4060 Schmidt St (MCAS New River) for their Lifetime Alignment service. I had just installed a 1.75-inch leveling kit on the front suspension, so an alignment was needed.

The drop-off process took a while since the shop was very busy. When I went to check out after the alignment was complete, their printer was not working, so I couldn’t get a printout of the before-and-after alignment specs. I was told I would receive a copy by email instead, but it never arrived. Even so, I initially felt the Lifetime Alignment was a good value.

Unfortunately, the next morning I noticed an unusual noise from the front end of my truck. When I pulled over to investigate, I found that both tie-rod end jam nuts were left loose and spinning freely. This is a major safety concern. I documented the issue with a video before correcting it myself by tightening and torquing the jam nuts properly.

When I returned to the shop to show the video, the assistant manager initially told me to come back later to speak with the manager, who she said would refund the cost of the Lifetime Alignment. However, I later received a call saying they could not refund me since it was a lifetime purchase, but instead offered a free oil change.

To be clear, I didn’t come back simply for compensation—I wanted to alert them to a serious quality and safety issue. While I appreciated the thought of a refund, I was disappointed that it was offered and then rescinded. More importantly, I’m concerned that I cannot fully trust the work being done, despite the value of the Lifetime Alignment program.

I hope Firestone uses this feedback to address quality control and ensure safety checks are not overlooked...

My first experience with Firestone Complete Auto Care was when I purchased the lifetime wheel alignment last year (2023) after getting an alignment at another chain place (initials are P T)and told I needed to replace my air suspension because my steering wheel couldn't be straightened, amd have my wheels be in align. After wearing out a set of tires in 20,000 miles a coworker recommended Firestone. I've had it checked twice since then, whenever I felt I needed it. Its already paid for itself. I know it is why my tires still ride and look new. Today while getting my alignment checked after hitting a big pothole the other day, I decided to get a coolant exchange/flush. I bought the truck used and don't know the history so I decided to start fresh. I am amazed at how my truck feels when driving. It's like a new truck, as if my engine is under less stress, and it feels like it is running smoother than ever. I even noticed my MPG increased by 5 mpg. Wow!! The price was fair and I can't say enough about it. Don't do a drain and fill at home. It's not the same. They use a machine that cleans everything in your cooling system. It is worth it!! I usually do all my own maintenance, but some things can't be done at home without having a bunch of expensive equipment. Go to Firestone on MCAS New River and they will treat you right. I'm so impressed I'm even...