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Firestone Tire & Service Centers

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Phone: (919) 489-8105Fax: (919) 834-6716View Additional Phone Numbers4126 University Dr, DurhamNC 27707-2528 Send email to Firestone Tire & Service CentersView Additional Web Addresses

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BBB Accreditation

A BBB Accredited Business since 01/01/1987

BBB has determined that Firestone Tire & Service Centers 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.

Factors that raised Firestone Tire & Service Centers' rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 15 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

15 complaints closed with BBB in last 3 years | 3 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Guarantee / Warranty Issues1
Problems with Product / Service13
Advertising / Sales Issues0
Delivery Issues0
Total Closed Complaints 15

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on Firestone Tire & Service Centers

Customer Experience Total Customer Reviews
Positive Experience
Neutral Experience
Negative Experience
Total Customer Reviews 0 Customer Reviews

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (15)BBB Closure Definitions
03/09/2015Problems with Product / Service | Read Complaint Details

Drain plus was stripped in oil pan during scheduled oil change
I had my oil change performed here in the past with no problem until recently. I scheduled the oil change and ended up having belts changed ,tie rod repair and alignment . the oil change was performed on 1/30/15
Three days after the oil change there were oil drops on my garage floor. The vehicle has never prior to this leaked any oil. It is garaged in the same place everyday. I called immediately on 2/5/15 and was told to bring the car back to Firestone which I did. Then the hulla balooey started.
I was told the mechanic had injected a dye into my oil to determine where the "leak" was coming from to determine if further work was needed and so I should drive it for a "few" days and bring the vehicle back in for Firestone to look at it again.
Upon return to home my husband and I got a flashlight and looked under the vehicle and low and behold there was a large amount of bright blue silicone around the drain plug on the oil pan! There has been no further leak in the past few days so I called and asked why there is bright blue silicone around my drain plug and was told that was a new tamper initiative started a few months ago , they use either yellow or blue silicone to determine if the plug has been removed since the last oil change at Firestone. I asked to see the underside of my colleague's vehicle who had a oil change at the same location 48 hours after I did. There was no blue or yellow silicone on her drain plug. They refused to admit the plug was stripped by their employee . I was offered a coupon for a Free oil change not a new plug or oil pan.
The manager if honest would have owned up to the issue and offered a new oil pan and or both the drain plug.

Desired Settlement
I expect to have the damaged drain plug replaced and if necessary the oil pan as well for the vehicle.

Business Response /* ****** ** *********** */
Spoke with customer, she will call to schedule a time to bring vehicle in when she is available. From there we will assess and correct the situation.

Consumer Response /* ****** *** *********** */
I wanted to take the opportuniity to relay that the business did indeed respond to the complaint and has done everything that they were able to correct the complaints/issues. Once the problem was identified and key personnel were involved the problem was corrected quickly.

01/21/2015Billing / Collection Issues | Read Complaint Details

I recently visited the Firestone in Apex, NC on E. Williams St. I received a quote and paid for the services up front. I wanted a certain tire that were 57.99 each. When they couldn't get the tires I wanted, they gave me the next best ones and even discounted them to 55.99 each. I also wanted an oil change and wiper blades. I was told the oil change was 21.99. I was charged outrageous labor prices, as well as 3.00 each to install the wipers. I never knew that I would be charged labor for this! Nor did ****** tell me that he was adding in a tire warranty for 9.00 per tire. I would have declined it had I known. The oil change was also 26.99 instead of 21.99, and given synthetic oil. I also did not ask for synthetic oil as my car is not high miles (56000 miles) and i was not previously using synthetic oil in the car. He also called and told us that two sensors needed to be replaced (they did) which was an additional 180.00. I am very displeased that I was not informed of all of the extra labor charges AND that he assured me he had already spoken with my husband about everything!!
Product_Or_Service: New Tires, Oil Change, Wiper Blades & Two TPMS

Desired Settlement
I would like Firestone to refund me for all of the warranty and labor that I was charged for the services I received. I filed a complaint online with Firestone, and never received any call or e-mail in response to the claim.

Business Response /* ****** *** *********** */
Contact Name and Title: **** ******** Area Mgr
Contact Phone: XXXXXXXXXX
Contact Email: *********
I have contacted customer and offered customer a refund for requested services. The total amount is $127.90. The refund was credited to there Firestone Account.

02/03/2014Problems with Product / Service | Read Complaint Details

Firestone did not repair my car after I paid them almost a $1000. The problem was not fixed and they refuse to look at it without additonal chges.
I had my car service on 12/20/2012 at the Firestone at 3901 New Bern Avenue, Raleigh, NC XXXXX. The service I receive was the rear outer seal, real inner seal, rear inner bearing, removed and replaced both wheel seal, bearing press labor, rear brake shoes, rear brake drum, r drum hardware kit. The total cost was $941.87. After my car was service the rear wheel started smoking extremely bad and I returned the car and they stated they said it was the oil on the wheel burning out from where the car was repaired. After driving the car, I noticed that I was still having the same problems. Returned the vehicle the 2nd time, they asked me to leave the car and a few hours later that claimed they had fixed the problems and I should have no more problems. I was still having the same problems where the rear tire was smoking extremely badly and the smell was horrific so I returned it again. They stated this time they would have to charge me to look at it. They were very rude and had an attitude because I was requesting what I paid for. I paid Firestone almost a $1,000 to fix my car and there is no way my car has been repaired. Firestone is a thief. They took my money and do not want to honor their agreement. I am requesting the return of my money so my vehicle can properly be repaired.

Desired Settlement
I expect my payment of $941.87 to be refunded immediately.

Business' Initial Response
We checked Mr. ******'s car on Saturday and clered two codes from his ABS system. we test drove the car and did not experience any problem. I just spoke with Mr. ****** and he says the car seems to do doing OK and he just wants to keep a watch on it. I told him he could call either me or the store if there were any other issues and we would address them at that time.

Consumer Response /* ****** *** *********** */
Since the original complaint, I have taken my car back several times to Firestone. One of the technicians admitted that the car was not properly repaired. He stated that they have a high turnover with technicians and some of them did not know what they were doing. Well, my car is still not fixed. The same problem exists. I am requesting that I am issued a complete refund promptly in the amount of $941.87. This issue has been ongoing, time consuming and an inconvenience. Since Firestone was unable to fix my car, they should have never said they could fix it and taken my money. This is very frustrating!

Business Response /* ****** *** *********** */
Customer returned to store on 1/22. Store resurfaced drum and readjusted brakes on the right side. Customer appears to be satisfied.

12/26/2013Problems with Product / Service | Read Complaint Details

I took my Mazda to Firestone on Oct. 2010 till Dec. 2011 to resolve the Check Engine light issue. The result was blown engine!
On 12/1/2010 I took my Mazda Miata 1997 to firestone, Raleigh for oil change, and the check engine light. They suggested I should come back later. On 1/18/2011 I went back for the check engine light again, they run the Engine diagnostic service and suggested I should change the following; Heater hoses, Oxygen (O2) sensors 2 of them), Fuel System tune up (EK-10T Fuel system cleaner), TLF-108 coolant flush with sealer and conditioner, extended life-global antifreeze coolant. The total was $673.46 and I paid with my visa, the service advisor was ******* he suggested I should change the XX-XXXXEGR boost sensor and XX-XXXXEGR valve ($817.74). However, he said what we have done so far should fix the problem, but if it doesn't bring it back. The problem was not fixed so I took the car back on 2/23/2011 they run the diagnostic again and said I must change the EGR valve, but they don't have time. I went back on 4/8/2011 and they changed the EGR values, removed and replaced three way solenoid valve and 90three way solenoid valve total of $384.60 by visa. On 7/31/2011, the light was still on, so I took the car back and they run the diagnostics again, and said I should leave the car with them. I left the car with them till 8/27/011 they removed and replaced the three way solenoid valve and the 90 three way solenoid valve total charge $188.50. On 8/30/2011, I went back to firestone stating the light is still on, they asked me to take it back to the Durham store (4126 University Dr. Durham, NC XXXXX) since the repair was done at their store. On 9/2/2011 I did take the car back to Durham store, and they told me I must have an oil leak, so they assured me they did seal it, and recommended a tire change, I did ($90.89, visa). On 9/4/2011 I took the car back to Durham store as the light was still on, they asked me to leave the car with them again and I did till 9/10/2011, they charged for VSXXXXX Valve Cover GSKT Set, remove and replace valve cover gasket and did another alignment (don't know what this has to do with the check engine light, but they did) the cost$188.01 visa. On 9/28/2011 I had to go back to firestone in Mclean, VA ***** ***** ****** *** ******* ** XXXXX) I was working there, noticed the light was still on, he said the valve cover gasket is leaking and will take care of it for you with no charge, but recommended I should change one of my tires and I did ($90.89). On 11/7/2011 the light was still on, took the car to Mclean store as I was still working in VA , they asked me to leave the car with them, left the car from 11/7-11/16/2011 they charged me for XXXXXXXX valve cover gasket, ******* Cam sensor gasket and another alignment service the total of $407.74, by visa, and recommended I should fix the Front and rare shock absorber, a service value the total of $1,250.97, I did decline this service (shock absorber replacement). 11/19/2011 they charged me $238.28 for alignment service, ES3191 outer tie *** end, and remove& replace tie *** end. 12/24/2011 I was left on HWY I-85 South over night with a blown engine. 12/26/2011 I took the car to Mazda dealership in Raleigh ($115) they assured me the car was misdiagnosed, led to lose of engine. 12/27/1011 I called the Assistance District Manager Mr. *** ****** (XXX-XXX-XXXX) and explained the situation to him, he promise to resolve it, but nothing has been done till today 11/26/2013. I called ***** ***** (XXX-XXX-XXXX) as *** ****** suggested, up till today, I have been emailing and calling both parties, but no result what so ever. I lost 3 weeks pay due to lack of transpiration, the Mazda was my only transportation from and to work, not to mention spending one night in my disabled vehichle on Christmas-eve. Tried to hire a lawyer (Mr.******* ***** XXX-XXX-XXXX), but the expenses were more than I can afford, as well as he was operating from Wilmington, NC. He did make contact with Mr. ****** no result

Desired Settlement
I would like Firestone to pay for all the charges I endured during their services, plus pay for the engine I had to replace a year later the total amount of $3,265.55.

**** *****

Business Response /* ****** ** *********** */
*** ****** in the Durham District Office offered a refund of services in the amount of $794.00 Customer declined offer. Our claims department spoke with an attorney that said he had a letter from a Dealer stating our service caused the failure. Claims department asked the attorney to send them a copy of this letter, it was never received. At that point our claims department closed the file.

Final Consumer Response /* ****** ** *********** */
This response doesn't sufficed with the damage this corporation has caused me in every way possible. I have actually did send Mr. ******* an email 2months ago requesting this amount, and he declined. I have a copy of this email if you wish to have it, I also have a copy of the evaluation from Mazda of Raligh. I will be glad to send you a copy also. This response has no truth in it all. A corporation as big as Firestone should do right by their customers, they has string me along for many months and years and this is what they come up with? I'm very disturbed with their actions. They need to pay for the blown engine.
Thank you,
**** *****

Final Business Response /* ****** *** *********** */
This morning I mailed Ms ***** a copy of the release asking her to sign and return to me.

**** with Firestone

05/08/2013Problems with Product / Service | Read Complaint Details

Took vehicle to shop for noisy coming from rear brakes. Sign a work order authorizing repairs pay for repairs. When vehicle brakes had a light noise
I signed the work order authorizing the rear brake repair at 1:30 pm W's told job be done before 5 got their at 5 vehicles was coming out of bay. I heard light noise told technician he stated it would go a way after driving for a little while. Vehicle Suv do not drive on regular basic. After a few months brake got worse took vehicle back to firestone. Was told it need rear brakes. I said not possible you replace less then four months ago. After few moments they said they replace the front brakes back then. I said I brought in for a rear brake problem have a work order authorizing rear brakes. I said how could you do that without my authorization they say front must have been worst. Ask why was not inform of the change and why no work order was done manager seem lost for words. Said nothing he could do. I have a work order for rear brakes and a bill for $170.48. Manager said he could help that again saying nothing he could do

Desired Settlement
Full refund. A simple refund and apology may do.

Business' Initial Response
Mr. ****** has an appointment at our Rocky Mount store on Saturday April 28 to have the rear brakes done at no charge

Consumer's Final Response
I am please with the outcome and thanks to you and your staff for help.resolving this issuse

Page 1 of 3
09/02/2014Problems with Product / Service | Read Complaint Details

This location mounted 4 brand new tires. The next morning, one of the tires was completely flat.
Work Order: XXXXXX
Service advisor: *** *******
Date of service: 2/17/2012
Date of problem: 2/18/2012
Total paid: 653.88
Description of services: Purchased 4 new tires, oil change, emission inspection, alignment, light bulb replacement, TPMS sensor replaced.

The morning after the tires were installed one of the brand new tires was completely flat. When notifying Firestone of the flat tire, they said they did not know what was wrong with the tire and the only solution was for us to find a way to fill up the tire with air and drive it back to be fixed. They offered no other alternative to correct the problem. So after purchasing 4 brand new tires (as well as several other services) we were rewarded with a completely flat tire the next morning which rendored the vehicle undrivable.
Instead of driving the vehicle back on a potentially faulty tire, I dismounted it and brought it to another Firestone for repair. Their mistake cost me time and labor. They should have sent someone out to dismount the tire, fix it, and put the tire back on; or have it towed to their location at their expense. Telling the customer, who already paid for 4 new tires, that they need to find a way to bring it back is absurd.

Desired Settlement
Refund for all services related to the tires, alignment, sensor, checks, and 1 of the tires.
In addition, $200 dollars for my time, wear and tear on equipment, mileage.
Finally an offical letter of apology for three things: 1. Poor service. 2. Telling my wife to drive the minivan back in when they did not know what caused the problem. 3. Not finding an alternative solution.

Business Response /* ****** ** *********** */
Spoke with Mr. *********, he had demands for over $1,400 because he had a tire that lost air. I told him his demands were unreasonable and I was willing to discuss this matter with him to reach some kind of agreement, as he could have rented a car instead of missing three days of work as he alledges. He said he didn't even know why he was talking to me and hung up.

Consumer Response /* ****** *** *********** */
8/25 - I have not spoken with anyone claiming to be from Firestone since 8/21. Looking over the BBB case, it appears **** ** from a different location is listed on my case. I'm not sure why, as this is not the location where both issues occurred. As described in the previous comments on 8/21, **** has not provided any resolution to any of the resolutions provided. If **** would like to blame the customers for not renting a car then he should be able to provide evidence of this being an option for other customers, where Firestone has rented a car for other customers. We had to make a very difficult decision based on the options we had. If Firestone was prepared to offer us a rental car at the time we would have been more than happy to accept that. However, since there was no offer made to rent a car for us, or reimburse us for renting a car, it should not be assumed that Firestone would reimburse us for renting a car. That would have been an additional expense that we would have incurred with no guarantee of reimbursement.
If there is any update that BBB or Firestone can provide at this time I'd appreciate it. I also have most of the afternoon open tomorrow for a call.
Thank you,

Final Business Response /* ****** *** *********** */
As a good faith gesture we will offer $100, ss this would cover a rental car for a day or towing to have the customers tire repaired.

Final Consumer Response /* ****** *** *********** */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not find this offer acceptable. He has not addressed any of the desired resolutions provided.
Had he or anyone from Firestone offered to rent a car for us when we had the flat tires we would have gladly accepted.
Firestone (to include the location that serviced the van, Firestone's website, and Firestone's district manager) have not extended an apology for any of this in writing or verbally.

03/25/2014Problems with Product / Service | Read Complaint Details

The vehicle was serviced at Firestone in January. The diagnostics test showed that all of the belts and systems were good except for the part we paid to have repaired in January. Within a week the alternator and belt quit working. We had to pay for towing and a new battery. Firestone then paid to have it towed to their shop after dealing with the rude District Manager, ***** who talks to women like they do not know anything about cars. We were told we would not have to pay for labor but we were charged labor. Since the repair of the alternator, the cruise control does not work. No one from Firestone will call me back to fix it. The local Firestone wants to charge me for another diagnostic check. It worked fine until we took it to them. I have reached out three times in the last week and I keep being told someone from Corporate will contact me within 24-48 hours. No one has contacted me.

Desired Settlement
I want to be reimbursed for the original tow and the battery I had to purchase for no reason. I also want Firestone to repair the cruise control at their cost that worked fine until they worked on the alternator. I will also need a rental vehicle that Firestone shall pay for since I will once again be inconvenienced without a vehicle due to their negligence.

Business Response /* ****** ** *********** */
Spoke with Customer and asked that she have the cruise control checked at the Ford dealer. If the dealer states in writing that we caused the problem we will get our claims deparment involved.

Consumer Response /* ****** ** *********** */
Firestone responded to the complaint with one thing and then called us with another thing when we reused their "solution". They want us to take it to the Ford Dealer and pay for the dealer to fix what Firestone broke. Unacceptable and we feel Firestone is responsible. *** from Firestone told us to take it back to the local Firestone this morning. We will not pay for their mistakes. The manager ****** was rude about it when we dropped the vehicle off this morning. They lack honesty, values, and responsibility.

Industry Comparison| Chart

Tire Dealers, Tire Manufacturers, Battery Supply Companies, Tire Repair, Tire Repair Shops, Muffler and Exhaust System Suppliers, Brake Shops, Auto Repair - Maintenance, Auto Repair - Tune-Up, Auto Repair Services, Inspection Stations, Shock Absorber Suppliers, Battery Repair Companies

Additional Information


This firm is headquartered at 50 Century Boulevard in Nashville, TN 37214, 615-872-5000. It's Retail Division is headquartered at 333 East Lake Street in Bloomingdale, IL 60108, 630-259-9000.

BBB file opened: 03/01/1988Business started: 01/01/1900
Type of Entity


Incorporated: November 2001, DE

Contact Information
Principal: Mr. Joe Appelmann (President)Customer Contact: Mr. Bill Thompson (Area Manager)Mr. Robert Ayers (Manager)Mr. Mark Baillie (Manager)Mr. John Bottega (Manager)Mr. Mike Cato (Manager)Mr. Miles Cotillier (Manager)Mr. Eduardo Coto (Manager)Mr. Stephen Garner (Manager)Mr. Barry High (Manager)Mr. Rance Hume (Manager)Mr. Arin Jacobson (Manager)Mr. Jeff Johnson (Manager)Mr. Dennis Jones (Manager)Mr. Heater Macanas (Manager)Mr. Paul Morton (Manager)Mr. Lemont Pickett (Manager)Mr. Reginald Reid (Manager)Mr. Andy Riggs (Manager)Mr. Mark Soderberg (Manager)Mr. Terry Turnage (Manager)Mr. Greg Williamson (Manager)
Number of Employees


Business Category

Tire Dealers, Tire Manufacturers, Battery Supply Companies, Tire Repair, Tire Repair Shops, Muffler and Exhaust System Suppliers, Brake Shops, Auto Repair - Maintenance, Auto Repair - Tune-Up, Auto Repair Services, Inspection Stations, Shock Absorber Suppliers, Battery Repair Companies

Products & Services

Firestone Tire & Serive Centers operates a chain of more than 1,700 company owned automotive tire & service stores throughout the United States. They offer new car and truck tires and services.

Alternate Business Names
Expert Tire, Mark Morris Tire, GCR Tire Center, Firestone Commercial & Farm Stores
Industry Tips
Car Service

Map & Directions

Map & Directions

Address for Firestone Tire & Service Centers

4126 University Dr

Durham, NC 27707-2528

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The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Eastern North Carolina. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Firestone Tire & Service Centers is in this range.


Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

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  • Billing or Collection
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We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.


Additional Phone Numbers

  • (800) 367-3872
  • (800) 274-1344

Additional Fax Numbers

  • (252) 972-0925
  • (919) 489-8034

Additional Web Addresses


BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.


BBB began including complaint response text in BBB Business Reviews on October 1, 2009.

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Industry Tips for Tire Dealers

Car Service

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BBB Customer Review Rating plus BBB Rating Overview

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Customer Review Experience Value
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BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
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  Average Score
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4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

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