Firestone Complete Auto Care review: oil change, lost keys

My husband, Nicholas Denton, dropped my 2009 Dodge Grand Caravan off at the Firestone on 2001 Huguenot Road, Richmond, VA 23235, this past Saturday, August 10, 2019, for a routine oil change. He was told at that time that it may not be ready until Sunday, August 11, 2019, we were okay with that time frame. I, Heather Denton, realized on Sunday after church that I had left some stuff in there that I needed by 1:00 that afternoon. So I drove over to the Firestone immediately after church let out at noon. When I arrived, I informed the man behind the desk that I needed to get some belongings out of my van that was parked out front and that I needed the keys to get into it. He sent the man that was there with him to retrieve the keys, and he was informed when he returned that he was unable to find them. Both men started searching for my keys and ticket within the front and back of the shop, as well as peaking in the windows of my vehicle to see if they had been left inside. In the mean time, I had been sitting here for quite a few minutes and needed to get in my vehicle and back to church prior to 1:00, so I called my husband and asked him to borrow my moms car to bring my extra key fob that controls my remote start so we could unlock the van and get my belongings out. Once he arrived, I got the belonging out and told the men at the shop to call me and let me know what they find. The man stated that they believed the keys were in one of the mechanics boxes and that particular mechanic was on lunch. A little after 5:00 that evening, I go to look up the phone number online to find out the status of the situation, and see that the shop is now closed. I never received a call or my vehicle with the oil changed.
The next morning; Monday, August 12, 2019, I called the shop again. This time I got a gentleman who had not been there over the weekend, and I told him the situation I had run into the day prior. He said he was looking himself for my ticket and keys and was unable to locate them. I was walking into a doctors appointment and asked him to please call me back as soon as he had an update. My appointment was at 10:00 that morning, by 1:30 that afternoon, I still had not received a call and called him back again. He apologized and stated that he thought someone else had called me but also informed me that no one had located my keys. He also stated that he believed that the keys were with a mechanic who was off that day and they were waiting to hear back from them but had not yet. At our first conversation he asked if I had an extra key, and I informed him that both of my keys were on my key ring. I had a spare remote start fob that would allow the vehicle to start remotely, unlock, and lock, but that you could not move the vehicle without the actual key. On the second conversation, he said again "but you said you have another key for this vehicle?" and I repeated this same thing again. During none of these conversations with any of these individuals, had they offered a solution to the problem at hand. I asked him to once again call me back with a status of it and he said he would, once again, the shop closed and I had not heard anything back from anyone in the shop.
Both the van keys we had were on the key ring my husband gave them. Along with all of my other keys; house, relatives house, other remote start key fob, mailbox, storage, very meaningful medallion that was given to me, all my key tags for various stores. This morning; Tuesday, August 13, 2019, it occurred to me that I needed my parking hang tag to go into the office. So again, I drove to Firestone, went inside, and the man behind the desk was the same man that was there on Sunday. I informed him of who I was again, and made a mental note that my van was in the same place it had been since I saw it on Sunday. He said he would go ask about this information and update. The mechanic he spoke to asked if I had an extra key (AGAIN!)... so I informed them another time, that they had both keys on this key ring and that the only thing I had was that which would remote start, unlock, or lock the vehicle. Repeating this information is not what frustrates me though. My car has now been sitting in the lot at this Firestone since Saturday morning at 9:00 AM, and it is Tuesday at 8:30 AM, my vehicle came in for a routine oil change that was supposed to be complete on Sunday at the very latest. NOT ONE single person has called to ask me if I have a spare key at home, or offered a solution to what they are going to do to remedy this issue, and I am having to repeatedly call the shop to get informed that nothing has changed. I am without my vehicle, and having to come to collect things that I should have had back with my vehicle after the routine oil change was completed and all my belongings were returned to me.
After I inform them again that there is no other key, they tell me that they will have to get a lock smith out there. I ask if this is going to be completed today, and he says that it "depends on the locksmith". I have waited more than twice as long for my vehicle, and the work that was supposed to be done on it is not even begun.
So I explain to him that not a single individual has called me back, and he responds and tells me "ya they don't like to do that"… really? I don't care if it is bad news, I would like to know what is happening to fix the situation so I can have my personal vehicle back with the oil changed and the keys to run it. If I had a spare, I would have taken my car on Sunday and gone somewhere else.
NOW, I am waiting again for a call back… nothing, no call back, no oil has been changed, and ALL of my keys are now missing. Not one resolution has been made, not one person has reached back out to me, and I have no choice but to leave in the hands of these imbeciles because I literally have no way to move my vehicle.