Report: #1150459

Complaint Review: Firestone

  • Submitted: Thu, May 29, 2014
  • Updated: Thu, May 29, 2014
  • Reported By: Donald — Commerce Texas
  • Firestone
    5660 Lavon Drive
    Garland, Texas

Firestone Overcharged for Parts and Services Garland Texas

*UPDATE Employee: Response from Firestone Complete Auto Care

Show customers why they should trust your business over your competitors...

My girlfriend's 2006 GMC Envoy would not shift into gear and she was left stranded at her workplace in Garland, Texas.  With little recourse, the went across the street to the local Firestone.  They graciously moved her vehicle to their repair center and determined the interlock cylenoid needed to be replaced.  They quoted her a price of $391, but after the questioned the charge they said they would split the labor and only charge her $40 labor but the part was a dealer only product and cost $284.  The Manager told her it would be almost 2 hours before the vehicle was ready because the only part available was at Stonebriar Chevrolet and they had to pick it up. 

Our knowing people at the Commerce Chevrolet dealership led us to question the cost of the part needed.  We were quoted $97.19 for the part they said needed to be replaced.  When she question the staff about the $284 price they quoted, they then said it was more for the assembly and not just the electrical component.  So once again the assembly was priced and it was $180.  When my girlfriend asked to see the invoice from Stonebriar Chevrolet, she was told there was not one provided by the dealership.  Who does not get a receipt?

Firestone adjusted the cost of the part, but then added on more charges than originally quoted.  They added an $80 diagnostic charge - a fee never charged if the shop makes the repairs for you.  She questioned this charge and was told this was done only by Firestone for every repair.  She was also charged $102 labor, not the $40 originally quoted.  Of course, the manager who quoted that was gone by this time. 

The District Manager will be contacted, but this is simply a case of rip-off-the-female-driver.  Avoid the place, they are crooked.

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This report was posted on Ripoff Report on 05/29/2014 01:40 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 UPDATE Employee

Response from Firestone Complete Auto Care

AUTHOR: BSRO Social - ()



My name is Tom and I am from the Firestone Complete Auto Care Corporate Offices. I have read through your concerns with our pricing and would like to see if I can help. We understand that the parts purchased through a parts store may be less expensive than through our stores. We are not a part house and we have to purchase the parts ourselves as we do not manufacture the parts. We are a full service facility and we will never be able to compete with someone purchasing a part and installing the part themselves. This is similar to purchasing a soda at a ballgame for $5 and the same size soda purchased at a grocery store is $1. There is mark-up. While some parts are marked up higher than others, it is the cost of business that includes running 1,700 stores, having a nationwide warranty, ensuring our technicians have ASE training and many other things in order to keep our doors open and our 23,000 employees working. In regards to the amount of mark-up, the algorithm used to determine this is based on things like part type, cost, and store city/state.  I understand that this doesn't directly answer your question as to why you can get a part for less than we are charging. When comparing our price for the part and the labor, in essence the service, against other similar full service retailers, we are price competitive as all retailers mark up the price of their services and parts. I would be happy to get your concerns to district management for further investigation if you would like. Please message with your review posted here and the invoice number from the related service.


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