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BBB Accredited Business since
Phone: (708) 799-7552 17935 Halsted St., Homewood, IL 60430
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A BBB Accredited Business since
BBB has determined that Firestone Complete Auto Care-Homewood meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Business ManagementMr. Kevin Gale, Branch Manager Joe Guerrero Mr. Ty Roybal, Assistant District Manager
Auto Repair & Service Tire Dealers General Automotive Repair (NAICS: 811111)
17935 Halsted St.
Homewood, IL 60430 (708) 799-7552 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: I took my car into Firestone on Sunday August 3rd for brake replacement. I was called several hours later with an itemized estimate of the damages with the cost. I informed Firestone to replace my brakes and I would have the other repairs handled at another time. When I went to pick my car up I was told that the car was drivable. After I left Firestone I reached approximately 1/8 mile before my tire blew out. I called Firestone and informed them of what happened. They told me to bring the car back but I could not because the tire could not hold air. My car was towed back to my home for which I requested an auto mechanic who has 32 years of experience to come and take a look at what happen. The mechanic informed me that both of my springs in the rear of my car were broken. The mechanic then said that the broken spring had caused the tire to tear apart making a perfectly shaped circle in the inner portion of the tire. The mechanic said that the car was not drivable. The mechanic then asked if I had been informed of this and I told him no. The mechanic told me that this could have caused me to have a major accident if I had been driving at a higher rate of speed. The mechanic then looked at the itemized listing of worked that Firestone had said that I needed done and he told me that some of the work that Firestone had told me that needed to be done was not true. I contacted the store manager ***** **** on August 4, to talk to him about the situation. Mr. **** proceeded to talk about the work that needed to be done and the extent of some of the damages that his employees had claimed. I explained to Mr. **** my displeasure in that if his employees had explained the extent of the damage to my springs and had shown me the damage as other auto care places have done in the past then I would have told them to fix the brakes because I would not have wanted to put myself in a situation in which my life could have been in jeopardy. Mr. **** said that he understood that and that was it. He asked me to come down and bring the tire with me for replacement. When I arrived at Firestone he said that he would not replace the tire but that he would sell me another tire.
Desired Settlement: I just want something to be done about these people before they do this to someone else. My fear is that the next person may be told of damages that do not exist or the person may be put into a situation where he or she could possibly have an accident in his or her car which could cause injury or death to someone. These people should not be allowed to work under these practices.
Business Response: Initial Business Response /* (1000, 7, 2014/08/14) */ Contact Name and Title: *** ******** Area Manager Contact Phone: XXXXXXXXXX Contact Email: *********@bfrc.com Car had a broken rear spring and did not want replaced at the time. Apon returning found a piece of the broken spring had punctured the tire. Gave a new tire at cost to help the customer out.
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Complaint: 1/2/2014 I took my 2001 ******* ***** ** GT(GREEN) TO GET SERVICE BECAUCE I WAS HAVING PROBLEM WITH ONLY MY HEATING INSIDE OF MY CAR AND TEMPTURE GAGE GOING PASS ** 250 AND A LITTLE ANTIFREEZE LEAK. THEY DID A DIAGNOSTIC CHECK AND SAID I NEEDED A WATER PUMP AND FLUSH I COULD ONLY AFFORD A WATER PUMP WHICH COST ME 364.98 THAT WAS SUPPOSE TO FIX THE PROBLEM NEXT DAY 1/3/2014 I WENT OUT SIDE TO START TO MY CAR AND NO HEAT AND THERE WAS A ANTIFREEZE LEAK I CALL ********* THEY C**E AND TOW MY CAR TO THE THEIR SHOP I AND MY DAUGHTER WENT WITH THE CAR (ROAD WITH THE TOW TRUCK DRIVER)SAT AT ********* FOR ALEAST 1 1/2HR TO TELL ME THEY NEED TO FLUSH 2 HOSE THAT LEAD TO THE HEATER IT WOULD TAKE AWHILE SO I COULD COME BACK FOR THE CAR WHEN THEY CALL ME 4-5HR WENT BY I CALL THEM **** THE MANAGER WHO I DEALT WITH FOR 1/2/X-XXXX TOLD ME THE CAR WAS READY BUT IT WAS NOT HEATING STILL WHEN I ARRIVE I WAITING UNTIL **** GOT OFF HIS CONFERENCE CALL AND WE TALK HE SAID THE CAR NEEDED A HEATER CORE BUT THE CAR WAS GOOD TO GO NO MORE OVER HEATING NO MORE LEAKING ANTIFREEZE I CAN DRIVE IT AS MUCH AS I LIKE WHEN I DID DRIVE IT THE CAR IT OVER HEATED ANTIFREEZE LEAK EVERYWHERE I CALL ****, CONSUMER AFFAIR OFFICE WITH ********* THEY C**E AND GOT THE CAR SATURDAY 1/4/2014 ***** ANOTHER MANAGER TOLD ME MONDAY IS WHEN I PROBABLY GET THE BACK WHEN I GOT THE CALL FROM 1/6/2014 SAID NOW THE PROBLEM IS A INTAKE GASKET AND LEAK RESERVOIR THAT IS VERY COSTLY AND NOW I CANNOT DRIVE THE CAR AT ALL WHEN I TOOK IT TO THE 1/2/2014 THE CAR WAS DRIVEABLE NOW IT WORSE I CALL CORPORATE OFFICE ALL THEY OFFER ME WAS MONEY BACK I SPEND FOR A WATER PUMP MY DAUGHTER DRIVE THAT CALL TO GET WORK IN **************** AND COLLEGE IN ************ I ** ON DISABILTY SHE TAKE ME TO MY DOCTOR APPOINTMENT THAT I CANNOT GO TO NOW BECAUSE WE DO NOT HAVE A CAR. I FIND ********* AND THEIR CORPORATION INCONSIDERATED TO ME AND MY DAUGHTER WE HAVE NO MEANS OF TRANSAPORTATION.MR. ****** **** CALL ME FROM CORPORATE OFFICE AND HE OFFER ME MY REFUND 8xxx-xx-xxxx Product_Or_Service: WATER PUMP
Desired Settlement: DesiredSettlementID: Other (requires explanation) TO FIX MY CAR WITH NO CHARGE AND UNTIL THEY FIX MY CAR THEY CAN PAY FOR A RENTAL FOR MY INCONVENIENT THAT IS ALL I ASK BUT THEY HAVEN'T MET MY NEEDS.I HAVE BEEN VERY PATIENT WITH ********* BUT THEY HAVE TAKEN ME GRANTED.
Business Response: Initial Business Response /* (1000, 5, 2014/01/06) */ Contact Name and Title: **** ****** Contact Phone: XXX-XXX-XXXX x 1002 Contact Email: *******@bfrc.com Customer brought vehhicle in for an overheating problem as well as no heat in the passenger department. The waterpump was severly leaking and the vehciel was out of coolant. After replacing the waterpump and refilling the coolant the vehciel appeared to run fine and did not overheat. The customer vehicle was towed back to our location two times after the service because of overheating at our expense.It was determined that vehicle has additonal problems with the cooling system and will require more work. Customer felt we were the cause of the problems. We offerred the customer to take the vehciel for a second opinion on the cause of her overheating issues. If we are found at fault then we will repair. Initial Consumer Rebuttal /* (3000, 7, 2014/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) LIKE I WROTE TO YOU IN THE FIRST LETTER I TOOK MY CAR IN FOR ANTIFREEZE LEAK TEMPERTURE GAGE GOING PASS *** TO RED LINE AND I WAS NOT GETTING ANY HEAT IN MY CAR. I WAS ABLE TO DRIVE MY CAR IN THERE WITH JUST THAT PROBLEM NOW I CAN'T DRIVE MY CAR BECAUSE EACH TIME THEY GET IT SOME DIFFERENT AND MORE EXPENSIVE. FIRESTONE HAD ALL MY RESPECT BUT NOW THEY WANT TO TAKE ME TO THE LIMIT I DO NOT HAVE ANY TRANSPORTATION NOW FOR ME AND MY DAUGHTER SHE WILL LOOSE HER JOB SHE WORK IN GRIFFIN INDIANA AND GO TO COLLEGE WHERE SHE HAVE TO DRIVE AND I AM ON DISABILITY WHERE I NEED MY CAR FOR MANY OF MY DOCTOR APPOINTMENTS I DO NOT ACCEPT THEIR RESPONSE AND I WISH TO TAKE THIS FURTHER AND YOU WILL RECIEVE EVERYTHING YOU REQUEST FOR. I AM RETURNING WITH MORE INFORMATION ABOUT MY CASE MY DAUGHTER TODAY AT 645PM MONDAY EVENING 1/6/14 WENT OUT TO WARM THE CAR THE CAR SINCE THEN WAS LEFT IN FRONT OF MY BUILDING BY THE TOWING SERVING WHEN SHE REALIZE THE LEFT SIDE DRIVER FRONT BUMPER WAS COMPLETELY GONE I DO NOT KNOW IF THE FIRESTONE COMPANY WAS RESPONIBLE OR THE TOWING COMPANY WAS RESPONIBLE BESIDE THE CAR IS RUNNING TERRIBLE IT LOOKS HORRIBLE ON THE OUTSIDE IT DID NOT LOOK LIKE A CADILIACC WHEN THEY GOT IT BUT IT WAS PRESENTABLE BUT NOW IT IS UNATTRACTABLE. Final Business Response /* (4000, 10, 2014/01/13) */ Called customer to discuss a possible solution. She said she was advised by a lawyer not to discuss. Final Consumer Response /* (4200, 12, 2014/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) FIRESTONE IS RESPONIBLE FOR WHAT HAPPEN TO MY CAR I TOOK IT TO ANOTHER PROFESSIONAL AUTO CARE IT WAS TOLD TO ME IF WAS CHECK RIGHT THE FIRST TIME THEY WOULD HAVE KNONW I WOULD IT WAS MORE THEN JUST A WATER PUMP. I HAVE INCLUDED EVERY THING TO YOU IN MY LETTER AND RECIEPT.