I purchased a lifetime alignment from this Firestone location, so I've been able to visit them several times in the last year and observe how they interact with me as well as other customers.
They upsell you. All the time. They actually tried to convince me to replace my brand new tires with Firestone ones, just because they had a sale coming up. The script read ""We have a very exclusive sale coming up on tires next month, and we usually fill up our appointment dates quite quickly. When can I put you down for?"" After telling him I have less than 100 miles on my brand new Kumho tires, he told me that I could buy his Firestone tires instead and sell my Kumho tires used on Craig's List.
If that doesn't sum up the self-interested attitude of this shop, I don't know what does. They just want sales. They don't care about what's right for the customer.
And about alignment. I'm going to look for another Firestone shop to honor my lifetime alignment agreement. Sometimes they can get it in spec, sometimes they can't. When I ask about the alignment specs, I get dismissive, uninformed answers. I can actually see the guys deciding in their heads ""hmm, I'm going to speak as little as possible. The less I speak, the less chance this customer will figure out I don't know what I'm talking about.""
Customer Service is not just about pasting on a smile and striking up a conversation (which these guys have clearly been told to do). You need integrity. Without it, you're left with a smile as they're reaching for your wallet. All these guys leave you with is a superficial, uneasy feeling that you've been taken advantage of, and you can't quite place your finger on it.
I don't recommend them.