Firestone Complete Auto Care

We need more businesses like Firestone who VALUE the customer as appose to the DOLLAR. Thank you Brandon (District Manager), Dave (Service Manager) and Mike (Store Manager).



In 2011 between September and November, I took my 2007 Nissan Altima to Firestone 1874 Illinois 83 Round Lake Beach, IL 60073 because I needed to replace my two front tires. The rear tires were in pretty good shape as confirmed by Firestone and at that time there was only a need for two. They suggested putting the two new tires on the rear of the car and moving the other tires to the front.



On the eve of August 28th, 2012, I happen to notice that when my car accelerates up to a certain speed that my steering wheel would begin to shake. On August 29th, 2012, I called Firestone spoke with Dave and set an appointment to come in that evening. Based on my experience, whenever there is an issue with the steering wheel shaking upon acceleration, it’s normally the tire or potentially an issue with the suspension. So the first thing that came to my mind was that the two front tires were bad. There were a couple of buckles in them and one could only assume this to be there problem. After my car was checked out, the gentleman told me that my two front tires were bad and that is likely where the issue was coming from. He said the suspension was nice and tight and they didn’t see any issues there. So I approved them to move forward and change those two tires. He then asked if I could come with him to the garage area where my car was being worked on.



When I got back there, he asked me to rub my hands across the tires that I purchased on 2011 as they now notice that those began to buckle. From there he suggested that I get an alignment and said that if I didn’t, it could decline the warranty on the new tires. He also claim that the alignment could have contributed to the new tires I purchased in 2011 buckling. He advised me that I may feel a light shaking in the steering wheel but with the new tires and alignment, this should fixe my issue. Being strapped for time, I scheduled the alignment for Saturday, September 1st, 2012 at 7:00am. When I left Firestone that very same day, I could help but notice that my issue was the “SAME”. I immediately called them the very next morning (August 30th, 2012) and asked that they make a note of this.



On Saturday September 1st, 2012, I go into Firestone for them to perform the alignment and do further assessment on my vehicle. Once all was said and done, a gentleman by the name of Dave Salas advised me that your alignment it slightly off and once we get it done, this should fix your issue and prevent the tires from any further damage. He also said, because of the buckling in the tires you purchased in 2011, you may feel something coming from them but it shouldn’t be bad. When I left there, I was still experiencing the same issue. I was very frustrated and not happy that my issue had not been resolved. However due to Firestone’s commitment to customer service and wanting to make sure that I was satisfied, they not only resolved me issue but they did it at no additional cost to me. They set a standard by which others should be “MEASURED”.