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Business Profile

Auto Repairs

Bridgestone Retail Operations, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Repairs.

Important information

  • Customer Complaint:

    Due to the volume of complaints filed against this business, BBB only publishes the details for 40% of the total complaints filed. While BBB continues to accept and report complaints against this business and fulfill its responsibility to inform businesses of communications from its customers, this business has indicated to BBB that it will not work to resolve customer disputes through BBB.

    While BBB continues to accept and report complaints against this business and fulfill its responsibility to inform businesses of communications from its customers, this business has indicated to BBB that it will not work to resolve customer disputes through BBB.

Complaints

This profile includes complaints for Bridgestone Retail Operations, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Bridgestone Retail Operations, LLC has 2588 locations, listed below.

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    Customer Complaints Summary

    • 2,368 total complaints in the last 3 years.
    • 810 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint type

    • Initial Complaint

      Date:10/05/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The Check Engine light turned on for my car. I contacted this business and was able to set up an appointment for 4:30p on 9/23/22. They couldn't meet my appointment time, so my car had to be serviced the following day. They contacted me on 2:46p to provide the Check Engine code details and the cost of $372.29 to fix the problem in addition to $99.99 to run the diagnostics not including tax. We made an agreement over the phone to proceed with their services to fix the issue. I picked up my car and completed the transaction total of $479.86 on 9/25. The Check Engine light came back on 2 days later. I contacted them again regarding the issue, but due to my work schedule I was unable to drop my car off until Friday, 9/30. They said they'll have it taken care of on 10/1, but I never received a follow up call that day. I called them the next day only to find out that they had not done anything to reservice my car because the technician who did the initial work was out on vacation. I voiced out my frustration to the store manager and hung up the phone. He called back to apologize for their miscommunication and had another tech look into the problem. They were unable to determine the issue because for some reason, they're system can't detect the coding standards of my car. They should've told me that with integrity from the very beginning. He suggested for me to replace the gas cap and take my car to a dealership. A gas cap issue should not have cost me $479.86 and so I asked them for proof of any work they've done to my car, but were unable to and made no attempts to provide it. They only refunded $107.57 on 10/2 for the cost of diagnostics. Whatever work they've done or attempts to solve the issue, if any at all, did not resolve the problem. There were no proof of services rendered to my car. Interesting enough, they advertise "Fixed right or it's free guarantee."

    • Initial Complaint

      Date:10/05/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 8/15/22, I went for a state inspection to the Kirkwood Firestone. I had an appointment to wait. They said due to 2 recent walk-ins, a 3 hour wait. I went to a ***** **. They called, said my front brake pads + rotors failed, and each pair needed replaced. I have a 2008 *** ******, V6. He quoted me $731.85! I was like how? He said he could take off about $80 for brake fluid flush that was recommended but not needed to pass. He asked, "Do you want to do everything except the brake flush or do everything for the $731.85." I said, do nothing at this time and charge for the inspection/emissions fee, $36. He handed me the invoice and I was more upset. Front Brake pads + labor $227.69; Rotors + labor $253.98 for total $481.67. This was needed to pass inspection!! On the phone, they didn't disclose they planned to charge me an Oil Exchange $53.99 + disposal fee $2.99 + oil filter $8.99 + air filter $37.99, total $103.96 (parts) + $4.99 (labor), for total $108.95. Said 5W30, my car uses
      5W20. Every company I've had oil changes, included oil filter. They never mentioned anything about this on the phone when he graciously offered to remove the brake flush $81.98. If I had agreed to do everything, they would have charged me for all of these extra add-ons. In my windshield was a sticker from a recent oil change at ********* ******* Oil Change, about 3 weeks prior. Sticker: Next oil change, 121,289 milage, 9/24/22. Firestone recorded my milage as 119,511. At *********, they showed my filter as good. It was changed at the prior oil change. Yet, Firestone was about to charge $108.95 for an oil change, about 6 weeks after recent oil change and 1,778 miles earlier than needed. I purchased 2 front rotors and pads kit on ****** for $137. A *** dealership installed for $135.00 labor. I stopped by another Firestone. They said there's online coupon for $29.99 standard oil change that included oil filter. I showed paperwork. They said the quote was "high end" oil change products.

    • Initial Complaint

      Date:10/05/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Its started with Firestone oil change service, when they replace oil pan part with off market part without notifying me, that I found out at the next oil change with my dealership I usually go, it caused oil leak. When I called the firestone office they asked me to bring the car. The day they had a part I brought my car at 8 am and manager told me that he will fix it in 3 hours and asked me to hang around. 7 hours later car still wasn't fixed, because it wouldn't start, now something went wrong with oil pan sensor, they place a temporary sensor and car started but check engine light was on now, they still asked to take my car and bring it tomorrow so they will just exchange the sensor and problem would be solved and check engine light its nothing worry about it. When I started to drive my car it felt very different with lots of vibration, and as soon as I accelerated to **** rmps it shook very bad, i got a little scared, and felt like its not safe do drive it, and brought car back to the Firestone and explained what happened. Manager asked me to leave my car and agreed that its not safe to drive. I called the main office it was around 5 pm and asked if they can authorize me a rental car since it was their fault and I don't have any sort of transportation at that point, the representative said, that she cant authorize it but will file it and someone will call me within 5 business days to resolve it. I had no choice but renting a car on my expense, because I am a single father of three and full time Registered Nurse in ICU, and I need a car to take my kids to school and get to work. It took them 5 more days to fix the car, and I had to call in sick twice during this time because of the hours of rental car operation and in order to return the car at 5;30 pm I have to be available. Its been almost two weeks and nobody from firestone called me offering to compensate at least car rental or follow up. Manager told me that he is going to email me receipts but I didnt got it

    • Initial Complaint

      Date:09/29/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Sunday, September 25, 2022, I went into the Vestavia Hills, AL location because my tire pressure warning light was on. I had gone to this location before without a problem; however, I waited for about 10 minutes and the manager came out and stated that someone would ***ist me in about 10 minutes. The guy comes out and I relayed that I needed my tire pressure checked. In the state of Alabama tire pressure checks are free and are given high priority. I wasn't thinking -- the guy just, supposedly, started checking the pressure and using the air gadget and stated I was all set. I noticed right away that the tire pressure warning light was still on and was ***uming once the car was turned off and back on the light will go away. That did not happened, and I also remembered that the Firestone guy should have checked the readings from the inside of my car door -- that did not happen. In short, the guy did a half-*** job and I am not sure whether due to race and that I was driving a nice car. I ended up taking my car to my usual tire place and right away the guy asked to see the readings and filled the air where the warning light immediately clicked off. Horrible service!!

    • Initial Complaint

      Date:09/29/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was quoted $330.00 service charge estimate on 9/17/2022 (by service technician 2*******), but he didn't issue a written quote for the estimate, and when I took the vehicle in on 9/18/2022, still no quote (verbal or written) was issued prior to servicing my vehicle. I stated that my spark plugs probably didn't need changing, since I had already had them changed at the 100,000 mile service and it now have 145,000 miles. He stated that "they probably do need changing based on the mileage".When service was completed and the ticket rung up, he rung up $472.80 for the service. I complained that the charge was not what he quoted me the previous day, and he argued that it is definitely what he quoted me. Instead of a detailed receipt for the charges, he then handed me an alignment sheet with the words written on the bottom: Yesterday's Recommendations". I was shocked.I also complained that my GPS Navigation system was reporting the DVD was missing, and I had never seen that message before. He stated to me "miss ****, you must be losing it". I paid and left the store but I immediately returned to request a formal printed receipt with the charges with description on it.I told him that I am going to file a complaint. I did call Firestone Corporate on 9/19/2022, and was told that someone would get back in touch with me from the store within 24 to 48 hours regarding the incident. I am still waiting for that call, and now I am about to file complaints with the BBB, Federal Trade Commission, and the Consumer Protection Agency complaints Division.

    • Initial Complaint

      Date:09/26/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      9/13/2022 THE AMOUNT 510.98
      SET OF TIRES. WHEEL BALANCE AND ALIGHNMENT IS WHAT MYSELF AND THE MANAGER ***** DISCUSSED. I CONTACTED ***** THE MANAGER A FIRESTONE PROSPECT AVE IN CLEVELAND OH TO INFORM HIM THAT MY CAR'S TIRES PSI WERE ALL DIFFERENT NUMBERS AND THAT MY CAR WAS PULLING TO THE RIGHT AND DRIVING ALL OVER THE ROAD. I TRAVEL THE FREEWAY TO AND FROM WORK AND ALSO TO TAKE MY SON TO SCHOOL DURING THE WEEK. THE MANAGER STATED THAT THE CAR WAS PUT ON THE MACHINE IN REFERENCE TO THE ALIGNMENT. HE STATED THAT I SHOULD BRING MY CAR IN ON SATURDAY THE 24TH AT 1PM HE WOULD CHECK THE CAR OUT. HE STATED HE WOULD PUT THE CAR ON THE MACHINE AGAIN TO CHECK THE ALIGNMENT. WHEN I ARRIVED AT THE STORE. ***** WAS NOT THERE THE INDIVIDUAL THAT I HAD AN ENCOUNTER WITH WAS THE SERVICE MANAGER PER WHAT HE SAID.. HE STATED THAT THE INFO WAS NOT IN THE SYSTEM AND THE MANAGER WAS OUT DUE TO HIS MOM PASSING. THE SERVICE MANAGER STATED THAT I NEEDED TO START FROM SCRATCH I STARTED TO EXPLAIN WHAT WAS GOING ON. AS I WAS EXPLAINING THE SITUATION HE STATED I NEEDED TO CALM DOWN MY ATTITUDE I STATED I DID NOT HAVE A ATTITUDE AND I ASKED FOR THE MANAGER *****. HE SAID HE WAS OUT AND THAT THERE WAS NO WHEEL ALIGNMENT DONE ON MY VEHICLE. I BEGIN TO DISPUTE THAT BASED ON THE CONVERSATION THAT I HAD WITH THE MANAGER ***** ON 9/13/22 THE DAY I GOT THE WHEELS INSTALLED. THE SERVICE MANAGER SAID THAT HE WAS DONE AND THAT HE WAS DONE HELPING AND WALKED AWAY. I ASKED THE WOMAN THAT WAS THERE FOR THE CORPORATE NUMBER SHE SAID TO GOOGLE IT. I HAD A PREVIOUS ENCOUNTER WITH HER THAT WAS NOT PLEASANT IN THE PAST. I ASKED FOR THE PAPERWORK BECAUSE I DID NOT HAVE MINE PRESENT. THE SERVICE MANAGER CAME BACK OUT AND PRINTED THE PAPER WORK WHICH DIFFERED FROM THE PAPERWORK I HAD AT HOME. I LEFT IT THERE AND WAS ON MY WAY OUT THE DOOR. THE SERVICE MANAGER WAS ACTING OUT AND BEGAN TRYING TO TAUNT MYSELF AND MY DAUGHTER WHILE LIGHTING UP A CIGARETTE IN THE STORE. I BEGAN RECORDING THEIR BEHAVIOR.

      Business Response

      Date: 09/28/2022

      Business Response /* (1000, 5, 2022/09/26) */
      I'm sorry she had such a bad encounter with this particular Firestone store. I'm an independent dealer in Hendersonville, Tn. and have nothing to do with other Firestone stores. I believe she has issued a complaint against the wrong store. I hope she gets the issue resolved. Sincerely, J**** ********** owner

    • Initial Complaint

      Date:09/26/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 9/13/2022 THE AMOUNT 510.98 SET OF TIRES. WHEEL BALANCE AND ALIGHNMENT IS WHAT MYSELF AND THE MANAGER ***** DISCUSSED. I CONTACTED ***** THE MANAGER A FIRESTONE PROSPECT AVE IN CLEVELAND OH TO INFORM HIM THAT MY CAR'S TIRES PSI WERE ALL DIFFERENT NUMBERS AND THAT MY CAR WAS PULLING TO THE RIGHT AND DRIVING ALL OVER THE ROAD. I TRAVEL THE FREEWAY TO AND FROM WORK AND ALSO TO TAKE MY SON TO SCHOOL DURING THE WEEK. THE MANAGER STATED THAT THE CAR WAS PUT ON THE MACHINE IN REFERENCE TO THE ALIGNMENT. HE STATED THAT I SHOULD BRING MY CAR IN ON SATURDAY THE 24TH AT 1PM HE WOULD CHECK THE CAR OUT. HE STATED HE WOULD PUT THE CAR ON THE MACHINE AGAIN TO CHECK THE ALIGNMENT. WHEN I ARRIVED AT THE STORE. ***** WAS NOT THERE THE INDIVIDUAL THAT I HAD AN ENCOUNTER WITH WAS THE SERVICE MANAGER PER WHAT HE SAID.. HE STATED THAT THE INFO WAS NOT IN THE SYSTEM AND THE MANAGER WAS OUT DUE TO HIS MOM PASSING. THE SERVICE MANAGER STATED THAT I NEEDED TO START FROM SCRATCH I STARTED TO EXPLAIN WHAT WAS GOING ON. AS I WAS EXPLAINING THE SITUATION HE STATED I NEEDED TO CALM DOWN MY ATTITUDE I STATED I DID NOT HAVE A ATTITUDE AND I ASKED FOR THE MANAGER *****. HE SAID HE WAS OUT AND THAT THERE WAS NO WHEEL ALIGNMENT DONE ON MY VEHICLE. I BEGIN TO DISPUTE THAT BASED ON THE CONVERSATION THAT I HAD WITH THE MANAGER ***** ON 9/13/22 THE DAY I GOT THE WHEELS INSTALLED. THE SERVICE MANAGER SAID THAT HE WAS DONE AND THAT HE WAS DONE HELPING AND WALKED AWAY. I ASKED THE WOMAN THAT WAS THERE FOR THE CORPORATE NUMBER SHE SAID TO GOOGLE IT. I HAD A PREVIOUS ENCOUNTER WITH HER THAT WAS NOT PLEASANT IN THE PAST. I ASKED FOR THE PAPERWORK BECAUSE I DID NOT HAVE MINE PRESENT. THE SERVICE MANAGER CAME BACK OUT AND PRINTED THE PAPER WORK WHICH DIFFERED FROM THE PAPERWORK I HAD AT HOME. I LEFT IT THERE AND WAS ON MY WAY OUT THE DOOR. THE SERVICE MANAGER WAS ACTING OUT AND BEGAN TRYING TO TAUNT MYSELF AND MY DAUGHTER WHILE LIGHTING UP A CIGARETTE IN THE STORE. I BEGAN RECORDING THEIR BEHAVIOR.

    • Initial Complaint

      Date:09/23/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been charged for this service monthly for a vehicle I no longer have. I was asked to send in proof of my total loss. I sent in paperwork in two different forms for proof and was told to go into my local Firestone and update the account with the new vehicle for replacement on the account. Customer service assured me that this was all I needed to do. When I went in to do this I was informed that I would need to receive and email for approval before this could happen. I spoke with customer service and they confirmed this was the process that need to occur. I had to pay out of pocket for service at this time and Resolv said they cannot promise reimbursement. This is very inconvenient for myself and very poor customer service.

    • Initial Complaint

      Date:09/23/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I took my **** in for an oil change and the shop dropped my **** on the Lyft while it was in the air. A claim was filed to
      Have it repaired. I went and received estimates per request. The shops informed me that they can not give an accurate detailed quote other then cosmetic without taking it apart. They stated once they take it apart At that point I'm responsible for the bill. I informed bridge stone and they tried to bully me out of repairs with legal talk. I have a ***** **** version of the ***** ********.Which has a suspension system that needed to Be assessed. They wanted me to sign a form waiving them of responsibility for any other damages outside of the cosmetic. I declined and went through insurance. Insurance has been trying to recoup the repairs and my deductible since January but bridge stone has not answered or returned any of their calls. I have emails of them accepting responsibility for the accident. The shop where the incident took place stated the claim is no longer visible to them in store so they can not assist me. I am trying to recoup the money OWED to me. They physically dropped my $40k **** causing damages that I can prove we're not that prior to. This will be my last attempt before filing a law suit to include my wasted time, intimidation and inconvience. I can provide emails as well as detailed maintance records and documentation where the area damaged was completely repaired from a previous wreck months prior too by *********** insurance. I can also provide all relative claim information to the prior repair with *********** and the one geico has been trying to recoup. This is highly unprofessional on their part! I would also like a refund the oil change they still charged me for after damaging our property!

    • Initial Complaint

      Date:09/22/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I've tried calling Firestone / Bridgestone corporate numerous times regarding claim # *******. This is regarding a "wheel off" incident on Friday, 8/26/22. Several weeks have passed and I've heard little from Firestone, aside from contacting the shop in Lisle, IL (******* - Store #******) who performed the work and talking to the customer service ************** service agents.

      Customer service provided a name and phone number for the claims agent - who is apparently the only person in the company who can adress this. He is not returning any calls. This is about a car repair and they failed to attach the tire properly, in which a wheel-off occured and the car needs to be repaired .

      We are now approaching 4 weeks since the incident and I've heard nothing from the agent assigned (****). I am requesting (1) **** promptly return my calls and provide me an update on this situation, (2) an assessment of the vehicle and information on when this assessment will occur, (3) repair of my vehicle at no cost to me, (4) a rental car provided by Firestone during the time my vehicle is in service, and (5) reimbursement for all costs related to this incident (original service, as well as costs in which I have incurred such as cab / **** fees, mileage, etc). I can provide this information to my insurance agent and it is likely that they will seek reimbursement for the tow services.

      I have photos of the vehicle, an incident summary, and a call log available upon request which detail the actions I have taken on my part. Soon I will have to involve a lawyer and my insurance company if this is not resolved.

    Bridgestone Retail Operations, LLC is NOT a BBB Accredited Business.

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