Long story short, a free oil change cost me 270.00! I called tonight (10/9/17) and had the unfortunate luck of speaking with Kelli. I received a free oil change back in July due to a previous incident that I had at this location and Kelli was the one that assisted me then. When the oil change was done, the service tech put a cracked oil filter on my car and my car has been leaking oil since July. I called to request information on what needed to be done to rectify the issue and things went left immediately with Kelli. Rather than offering any valuable assistance, he wasted time defending his shop and staff while yelling at me the entire time! I asked him several times to lower his tone and was only met by further yelling. He even had the audacity to hang up on me. In what world is it okay for someone in the customer service industry to hang up on a customer?? I even asked him repeatedly for the general manager and corporate information and he flat out refused to provide me with the requested information. Kelli should be highly ashamed of the way he talked to me and let alone that I am a female. In my opinion Kelli is totally undeserving of the title Manager and should seek a job out where he can better vent his frustrations and aggression. Working at firestone is not the place to do it. He is a horrible individual and should be stripped of his management title.
I've taken my car to several other mechanics in the area, and none of them agreed with the problems listed by this particular Firestone. I am very suspicious about the pricing and frankly the experience of the mechanics at this establishment. I was told by the woman at the counter that I should "expect high costs on my Mustang" as if I own some high-end vehicle with expensive replacement costs. I'm pretty sure she was joking, but the price was no joke at all. Additionally, I was told that I could not have a Maryland state inspection performed because of "wet road conditions" due to rain recently. I brought my car to another mechanic who took care of everything the same day and after a full inspection of the car disagreed with the thousands of dollars of recommended repairs by Firestone. I would not recommend this business.
This review is based solely on the poor customer service of Assistant Mgr. Kelli at the Pusakli Hwy, Elkton, Md location.
Had both front tires loosing air very slowly.
Are you kidding me? You got a free oil change and you're saying they put a cracked oil filter in... 3 months ago? You didn't notice the puddles of oil on the ground immediately? Instead of bringing the car in to prove there is a cracked oil filter, you called and tried to tell them expecting them to take your word for it? Sounds to me like another person trying to get free stuff.
Then you say a cracked oil filter cost you $270? What kind of oil filter costs $270? Maybe start a GoFundMe if you want stuff for free.
Anyway, Kelii has always been courteous and helpful. He cares about his customers and takes pride in his work and his shop. It's unfortunate when people like you try to point the finger for something that you claim happened three months ago.
Staff is always really pleasant. They make you feel really welcome and taken care of. I missed an appointment and they actually called me back first to reschedule and got me in as soon as possible. I was in and out within 30 minutes.
11 Vicky customer rep got right to work. Had technician 05 Frank check it out. Problem 2 bad valve stems. In & out. Great service
I went on here to post about my positive experience at Firestone thanks to Kelii, then saw this woman Larishas negative review.
Firestone Complete Auto Care is a US Car Repair based in Elkton, Delaware. Firestone Complete Auto Care is located at 202 E Pulaski Hwy, Elkton, MD 21921, USA.
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