Firestone Complete Auto Care — Local services in Orange

4 stars for the location... JC, the Store Manager very INEFFICIENT!! My experience at this Firestone location has always been very positive. James, in particular, seems to be always on top of his game. Very professional, knowledgeable, efficient. Store Manager JC, however, not so much. My experience with him has not been what I expect from any professional, least of all a manager. It would not be too bad if it were a one time thing but on multiple recent occasions he's been very disappointing.

1. Was out of town so I left my car at the location to have repairs done. Staff promised to call when the job was done. I got the call. Great.
2. Get back to NJ, pick up my car and after driving it for a short while I hear a knocking sound coming from my underside of the vehicle. Called Firestone and was told to bring the car in. Brought the car in and JC inspected it and he told me that he'd call to order the parts from my vehicle's manufacturer and then he'd call me when the parts arrive. About 10days pass and no call.
3. I go in and again talk with JC who tells me that the part was not available from my car's manufacturer. At this time he calls another company to try to find the parts. Note, this is 10days later!! This is his job and 10days pass before it dawns on him to try somewhere else to find these parts. He then tells me that the part is on back order and that he will call when he gets it. Two weeks pass, no call.
4. I called, spoke to another employee but I asked to please speak with JC. JC repeats what he said 2 weeks prior and adds that the company has not called him but that he'll call them and call me back with whatever he finds out. No call.
5. The following morning, once again, I go in. Luckily I get James to attend to the problem. JC was off that day but James goes the extra mile and calls JC at home so that he can be brought up to speed with my issue. I was close enough to James to overhear his questions to JC and judging from James' responses had a fair idea what JC was saying. I may be wrong but it was apparent to me that JC did not call the dealer the previous day like he said he would. James said he'd call the dealer at or about 9am because they were closed at present. I then suggested that perhaps he try another dealer which he did and was able to find the part with only one call. James then told me that he'd call me later that day when the parts arrive, have me bring the car in so that he can confirm that the parts were indeed the correct parts. As promised, later that day James calls to tell me that there was a mix up when the initial call was made to my car's manufacturer and that they indeed have the parts and that he should have them by within a few days. Very happy that James is now handling things. I may be wrong but it seems that James, the efficient employee that he is, again went the extra mile and called my car's manufacturer to try to find the part. Thank you James!!
6. A few days later I bring the car in. JC is the lone worker at 8:15am. He immediately recognizes me.. Asks if I'm dropping off my car.. I say yes... gives him the keys and he says he'll call when the job is done. At 6pm I call to find out if my car is done and the young man tells me it is and that JC told him that he called and left a voice message on my phone'. Shocked, I scroll through my phone and see no missed calls from Firestone and no voice message. JC, Store Manager.. inefficient!!! inefficient!!!...

My recent experience at the Firestone location in Orange, NJ was nothing short of a nightmare. I had made an appointment for 9 am to have four new tires installed on my vehicle. Given Firestone's reputation, I expected a smooth and efficient process. What I encountered was far from it.

Initial Appointment and Check-In

I arrived promptly at 9 am, as scheduled, and handed over my keys to the staff. Despite being the only customer there, I was told that the installation would take about two hours. This seemed reasonable at the time, so I decided to wait in the customer lounge.

First Hour: No Progress

After an hour of waiting, I started to get concerned as there were no updates on my car. I approached the person who had checked me in to inquire about the status. To my dismay, he had no recollection of my car, even though he had taken my keys just an hour earlier. He then assured me that someone would start working on it right away, and I watched as they finally hoisted my car.

Second Hour: No Action

Another hour passed, and my car was still on the hoist with no one working on it. Frustrated, I asked for an update again. This time, another employee asked what service I was there for. I pointed out the four tires that were plainly visible, right in front of him. He made some flimsy excuse and promised it would be done shortly.

Third Hour: More Excuses

By the third hour, my patience was wearing thin. The tires were still not installed, and I approached the staff once more. The same employee who had promised quick service now claimed that installing the tires was more complicated than expected. These were standard all-weather run-flat tires, the type that millions of cars across America use without issue.

Lack of Professionalism

Adding insult to injury, when I stepped outside to cool off, I noticed several employees standing around, chatting idly, rather than working on my car. This sight only confirmed my growing suspicion that this location was run in a thoroughly unprofessional manner.

Conclusion: Avoid at All Costs

In summary, my experience at Firestone in Orange, NJ was abysmal. The staff displayed a shocking level of incompetence and a complete lack of customer service. Despite having an appointment, my car sat untouched for hours while employees seemed more interested in socializing than working.

If you're considering this location for any automotive services, I strongly advise you to look elsewhere. Save yourself the frustration and find a place where your time and business...

When you go there for a repair, ask for the quote in writing. I went there to get new tires installed. Upon inspecting my car, the front desk mechanic said that I also need an alignment and "control arms". As he was reading down what I needed, he was also verbally stating the price. I heard.."Alignment will be $90.00" "Control arms will be $70.00" Because I heard the prices and assumed that the price was reasonable, I agreed to it, especially when he reiterated that these services should be done if they are in need of repair, and you're getting new tires. Five hours later, my car is ready, and the other front desk mechanic quoted me a total of "1400"!!! I was so shocked, I began crying because I could have sworn the previous mechanic quoted me $70 for the control arms. Come to find out, I get told that control arms is really $700!! About a month later, I feel so disappointed and discouraged, because this is a car I was going to junk in a few months. A car that's not even WORTH the repair of 1400. What if I really did not need the control arms replaced? If that's the case, and they are having customers repair things that doesn't need repair, they should be ashamed of themselves. Times are hard, cost of living has gone up, and I done spent thousand dollars I did not even have. This is why I have a fear of going to mechanics, especially big name auto shops. If you go here, please, please make sure you get a quote in writing before agreeing...