I went to the Firestone on Clock Tower on Sunday, June 29, 2014, to repair a flat tire. After waiting several hours I was informed the tire was not repairable and I would need to purchase a new tire. I was asked to wait while they looked at the other tires and was soon told I needed to purchase two new tires. I was also informed that I had lifetime alignment and after the tires where installed the alignment would be complete. I ended up at the Firestone from approximately 2pm until 5:10 pm but the alignment was not completed. I told the location I had a 6pm appointment and could not be late. You would think 3 hours is adequate time to aligned and replace tires after they informed me I needed two new tires. I was told to come back later and the alignment would be handled. On Wednesday, I had work done at the VW Dealership and was informed the two obviously new tires were installed incorrectly: instead of being placed on the same side (driver side) they should have been placed opposite each other for even wear. The dealership strongly recommended I go back and have the people that sold me and installed the tires do it correctly. When I said it was done at Firestone, the dealer's service technician was shocked that the work was done so poorly.
On Thursday, July 3, I called the Firestone on Clock Tower and asked about their availability to fix the problems caused by their work on Sunday. I was warned the work may take 2.5 hours. I agreed to the time and went in at 1:06pm. After waiting 2.5 hours, I was told they could not rotate the new tires from the driver's side to the back because I purchased directional tires. That the location of the tires was put in that location because it was easiest for the technician (he did not have to take off all four tires) and the alignment should have been done on Sunday. I am surprised that a location that has the posted quote on honesty being a key to doing business would give the excuse of doing what is easiest for the technician and not best for the vehicle, tires, or the consumer. I convinced the service manager that perhaps because I purchased the tires based on the recommendation of his store, he should figure out how to get the tires in the best location for the vehicle and for tire wear. After waiting until 4pm, I was informed the key to my wheel lock was stripped. Okay -- lucky for me I keep the spare. Although it does make me wonder what they were doing to my car between 1:06 and 4pm. After the tires were rotated, I was given the, in the service manager's mind, great deal of $20 off the alignment. Funny, because the guy on Sunday told me it was included with the work. I paid the additional $65ish amount. Happy to be free of the misery that is Firestone Clock Tower, only to get into my car with the oily fingerprints on the inside doorhandle, brakehandle, and passenger seat. Wonderful! Just wonderful. When I called to report this additional issue and got the laughing Peggy on the line - she would not listen to my issue. I lost my cool - I think I kept it as long as I could but 4+ hours on Sunday, 4+ hours today, and over $350 later, all I have to show for my "flat tire" is an extreme hassle, two new tires that I truly doubt I need, and dirty car upholstery.
I called the corporate office and was transferred by Angie Jones to the front office so that I could file a complaint with Consumer Tire Affairs. I was on hold for over 33 minutes before I gave up and disconnected the call. I guess that is the way Firestone treats customers.
