Firestone Complete Auto Care review: Oil change - either miscommunication or intentional deception

On Thursday October 5, 2023, I contacted several Firestone shops to see what the best price was for an oil change.

I was quite surprised and amazed when the shop at - 1387 S STATE ROAD 7, NORTH LAUDERDALE, FL., said that I would get 50% off if I used my Firestone card. I said, wow or something similar, confirmed the price ($65) and was told that they had a special deal right now. I said that I would be there before they opened on Saturday morning.

I thought that $65 was not half of the usual price, but still was quite a discount.

When they opened the doors, I was first in line. They had my appointment on file and I commented that that was quite a deal that they were offering, the 50% off and the tech said that's for first time applicants for the card.

I just looked at him, dumb founded but sort of stuck as I had an important business trip on Monday and needed my car serviced.

I thought that perhaps there would be an adjustment but when the invoice appeared in my email it was for $91, the usual discounted price.

I waited until the service was complete and when I was claled up, I asked if there was going to be an adjustment made on my bill.

The tech/manager? said, What do you mean? I explained that when I booked the appointment I was told it would be %0 offf. He interrupted and said that, that was for new applicants. He asked if I had my card.

I pointed out to him that my service info and history were visible when I made the appointment and that I had been using my card many years.

I told him that I thought that it was (my bad) bull***t that they offered one price and then get the customer in the door and it's different. I told him that I had called several stores because the prices are all slightly different and was surprised by the offer.

He tossed my keys at me on the counter and told me to take my car and get out. He then said not to come back and if he sees me again we would have a problem.

I explained to him that I worked in law enforcement and if he needed to call someone, that he could go ahead.

I also shared that I would share my experience online and left the store.

In my entire life I have only filed 3 complaints online for service. Threatening a customer? Not owning the communication from the employee? Not making it right? The single most disappointing customer service experience I have ever had. It's not about the price - it was standard - it's about keeping your word or at least trying to understand making things right if there is a mix up.

As I sit here at home, I think their issuing me a new chip card might have confused the person I scheduled the appointment with. It is the only conclusion (and most generous interpretation) that I can come up with.

Regardless - other than in a normal tone of voice, but inappropriately saying b.s. (didn't help matters), I was not loud, threatening, or uncooperative. I just wanted to be treated fairly and like a valued customer.