Let me start by saying that I am an ASE Certified Master Mechanic and have my own repair facility. I don't have a front end alignment rack, so I farm front end alignments out, and used this shop once before in the past. They had a front end guy that I liked and who did a good job on a previous vehicle. So I thought I would use them again. I called and made an appointment to bring the vehicle in to have the toe-in set, and have the steering wheel centered. When I arrived, I was told the front end guy that had done the work on my previous visit had left, but they had another guy ("Oscar") that had "23 years of experience". So I gave them the tire pressures that I needed the tires set to, and asked that they also check the tire pressure in the spare while they had the vehicle. I explained that the vehicle tracked straight, and the tires were wearing perfectly. I just wanted an alignment check, and to set the toe-in and center the steering wheel. 2.5 hours later, they gave me back the vehicle and a bill for a complete front end alignment. I drove it back to my shop and noticed the steering wheel was still not straight, and now the vehicle was PULLING to the right. I checked the tire pressures, and all 4 tires were over inflated (by 20-35 PSI, well above the rated maximum inflation pressure), and the spare tire only had 3 PSI in it - which means they never even bothered to check it. Upon further investigation, I found the shim pack was missing (yes, MISSING) on the R/F upper control arm, and the bolts were backed off 1/2" and the control arm was loose, with fresh wrench marks on the nuts. This was NOT the condition of the vehicle when I dropped it off. I called "Jim", the store manager to see about rectifying the situation and was told the steering box has "play" in it and a leak, and therefore the toe-in could not be set, and they would not adjust the steering box because of the leak. There is no leak in the steering box, there is very little play in it, the entire front end is tight (ball joints, tie rod ends, control arm bushings, etc.) as the vehicle only has 48K miles on it, and "play" in a steering box has nothing to do with setting the toe-in. Jim said he didn't want to be "bothered" with it anymore and that his mechanic had already spent 1.5 hours on it (which he did not). Jim insisted I accept a refund of my money and be done with the situation. I subsequently opened a case with Firestone and it is pending. Meanwhile, I am taking the vehicle to a reputable front end shop to have the damage repaired that this Firestone dealer caused. The more serious aspect of this situation is that the R/F upper control arm was left loose, and this could have caused an accident. I would suggest that until "Oscar" is replaced by an ASE Certified Mechanic, and Firestone gets a Manager that doesn't have an "attitude" in this store, you find another facility in which to have your vehicle serviced/repaired.Richard H. KirschnerASE Certified Master MechanicKey Auto Repair

Firestone tried telling me that I needed $1100 in additional work, but I took it elsewhere for 2nd opinion since Service Adviser was real pushy about getting the work done immediately. Found out there was nothing wrong. Service adviser, Manager, & mechanic don't know anything about 4x4 trucks, or how to keep repeat customers. Never will go there again, & that's sad since I had been a loyal Firestone customer for over 5 years.