Firestone Complete Auto Care - Redlands, California

ZEPRAT GERNODT (ZEPRATGERNODT)

January 27, 2025
7:00 pm

I was asked to come to this location per the instructions of the fleet company that owns the vehicle I was driving. I spoke with a gentleman on the phone the previous day to make an appointment. I was told I could arrive a few hours earlier to drop off the vehicle on the day of the appointment.

The day of the appointment (today), I did just that. I arrived early and spoke to Jesus. He let me know when he would contact me when the vehicle was finished. Around three in the afternoon, I happened to be going out for food, so I thought I’d drive by. The car was still in queue. Jesus explained to me that the fleet company was not responding back with the necessary confirmation needed to perform the required tasks. No problem, things happen.

An hour, or so, before closing, I contacted Jesus and found that no confirmations had been received, so I went to pick up the car. In the process of picking it up, I explained to him I needed whatever documentation he could provide, demonstrating that the fleet company was the issue and my arrival and pickup times.

He didn’t give me any visible or verbal signs of annoyance, frustration, or grief. His attitude was positive and appeared sincere. Even though the job didn’t get done, it bore no reflection on him or the staff, and if in the future coming to Firestone is necessary, I wouldn’t have a problem using their services again.

Hopefully, you’ll have the same positive and friendly service that I experienced.

Note:
January 28, 2025
5:45 am

A canned/bot/A.I. reply came back as a response at 4:21 am. No human at Firestone was part of the reply.

林安美

6 months ago, I took my car to be repaired. Because I didn't know much about cars, when they showed me a long repair bill, I chose to trust them. I paid them more than 2,300 for the repair. Only three months later, my car had the same problem again. I took the car to them. This time they said it was a technical problem and did not charge any fees. 2 weeks ago, on Thanksgiving, the car had the same problem again. I took the car to them again. They told me that I had to pay 684 dollars for the repair and asked me to pick up the car on Friday. When I went to pick up the car on Friday, I was told that there was no repair. They took out a long repair bill again and told me that I needed to pay more than 1,470 for the repair and replace the water tank. At this time, I had lost confidence and trust in them because they gave you different prices. I knew they were starting to blackmail. I took the repair bill they gave me and went to another repair shop. For the same problem, I only paid 500 dollars to repair it, and gave me a one-year warranty. They also changed the engine oil for free. I took the previous repair bill of 2,300 for evaluation and inspected the car. The conclusion is that I was ripped off by them. If you don't want your wallet to be smaller, you must remember to stay away from this place. Asking more questions from other repair companies will definitely save you a lot of money.

Trisha Wright

This is the second appointment that I’ve had for a recheck of my lifetime alignment. 1/9/25 I had the original appointment. I was promised the vehicle would be done within 3 hours. They hadn’t started it after 2 1/2 hours and told me it would be an hour and a half before it would be done if they started it then. So I made the appointment for 1/17/25 and left.
When I came for this visit, they completed the alignment within two hours. But, told me that my vehicle did not have a way to adjust the camber and castor which were out of alignment.
I called another Firestone who told me that was an inaccurate statement. Camber and castor ARE adjustable.
Something else worth noting is that the alignment document that they gave me was printed with black ink only. So, there was no way for me to actually see the colors that were supposed to be appearing on the document in red and green. Unprofessional and suspicious.

Kim Reyes

Brandon was an amazing help. We had been driving a long distance and he was able to get us in and also fix all our issues within a couple hours. We will definitely be back. Thank you guys!!!

Taryn Myers

The service manager Brandon is amazing (I think we are best friends now ) . My car was a testy little pain in the butt and he and the service techs worked tirelessly to make sure the work was done correctly and with care. When it was taking longer than expected ( and/or anyone thought possible) he went above and beyond to turn a series of unfortunate events into a less traumatic attack to my bank account and my general morale. 10/10 will visit again… hopefully not soon though.

Naomi Bruce

Employees are the best. Yes, there has been a tremendous change in personnel - almost every time I go in, there are new employees. Luis is the mainstay. He has been there since he was a kid. He is very kind and goes above and beyond in seeing that my cars are well taken care of. I have been a customer of Firestone for over 30 years.

Carrie Gullon

I had excellent service with Brandon Lane and I so appreciate his honesty I will definitely be having my car serviced at Firestone in Redlands.

John H

Brandon is an employee you will rarely find these days - he communicates clearly and is very calm when dealing with customers. He really feels the pulse of his customers as it was his own. This guy will do great things in your company.