ComplaintsforVirginia Tire and Auto Service

• Initial Complaint

  09/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Virginia Tire and Auto (VA T&A) in Ashburn, VA admittedly accepted responsibilty for a defective service performed or my vehicle. On August 9, 2023, ***, the store manager of the VA T&A in Ashburn, assurred me that the company would reimburse me for $283.79 (the cost to have the defective service returned to normal by **********************************************). *** explained to me that the process would take 5-7 business days. 4 weeks have passed and *** is no longer retuning my calls and when I go to the store *** is never there. It seems clear that I am getting the run-a-round.

  Customer response

  09/25/2023

  The issue has been resolved. VA Tire and Auto finally issued me a check for the refund. You may close this case. Thank you. 

• Initial Complaint

  08/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I took my 2013 **** **** for an oil change and alignment on 24 June 2023. I asked the shop to checking the starter and charging system as the car was sluggish to start. I also asked for the shop to check the tires and rotate them. Battery tested bad, so had them replace battery. Nothing was said about the other components, so I assumed everything was good. One week later, car stalled twice while driving and all warning lights kept flashing. Took the car in on 3 July 2023 and was told the alternator had gone out. Alternator was replaced on 5 July 2023.Check charging system warning light continued to come on while driving. Returned to the shop on 12th to have the system checked and get my annual safety inspection. The car failed the safety inspection for two tires beyond wear bar/damage even though I had specifically asked the shop to check the tires on the 24 June 2023 trip. Additionally, they were not able to find any issue with the charging system and dismissed the issue as a "wire touching" causing the light to come on, not an actual issue with the system. On 23 June 2023 the car completely died at an intersection and I had to have it towed to the shop. Shop warrantied the alternator out on 25 June 2023. Did not fix the issue. I was given the car back on 29 June 2023 after the shop kept the rest of the week for diagnostics and told to take to **** dealership. Manager *********************** checked the car and assured me the charging system warning light was an issue. And then argued with me when I called to voice concerns. **** dealership informed me battery failed load test on 1 Aug 2023. Returned to shop and insisted they warranty battery out on 31 July 2023. I was not informed when the battery was replaced. I had to call on 2 Aug to find out it had been done. Returned call to **** dealership. Dealership stated on 3 August 2023 alternator failed internal regulator voltage test AND that the VA Tire and Auto had left the battery terminals loose when they replaced it.

  Business response

  09/11/2023

  Hi ****
  

  Thanks for bringing this to our attention. We sincerely apologize that there was a problem with your vehicle after your visit. Our quality of work and your safety are our top priorities, and we would never want your vehicle to leave our store with a potential problem. In order to improve our service, we spent some time reviewing your account and previous service, and our understanding is that someone from our operations team reached out to you but has yet to be able to reach you.
  
  While we understand your frustration with this situation and the lengthy process, we feel that we took all the necessary steps on our end to ensure that we located and addressed the problem appropriately.
  

  We would love the opportunity to keep working with you until we are able to resolve your concerns. We value your business and want to continue to provide service you can trust.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On January 7, 2023 I purchased four new tires from Virginia Tire & Auto for $1,293.89. The company installed the wrong size tires on my car. I live in Maryland, not Virginia, but I was living/working on a multi-month assignment in Virginia. When I returned to Maryland I got a flat on one of the tires. The tire company discovered that Virginia Tire & Auto installed the wrong sized tires. I asked the company for a refund on three of the four tires. They refused because I had the tires replaced by a different company instead of returning to Virginia Tire & Auto and having the replacement made there. Sales Order #: ****-*****

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early October2022 I went to this establishment to have new brake pads rotors done. Instead I got garbage pads not well done brake pads. Rotors were okay. They then went onto touch my emergency brake which I never told them to touch!!!! The ***** employee the. Went onto touch my engine in sone manner because when I left their r business I immediately noticed something wrong with my engine performance and horse power strength! We did not pay $564. For this garbage!!!! They also misquoted us on price. I was told 369.95 that became more when we were there!

  Business response

  03/24/2023

  Hi ****, 

  Thank you for your feedback. We sincerely apologize that there was a problem with your vehicle after your visit. We place our customers' safety and quality of work first and regret the circumstances that led to this negative impression. 
  
  Upon reviewing your account, we wanted to provide you with some insight to clear up any misunderstandings. It appears that our Store manager left voicemails on 10/14 at 11:30 AM and 10/30/22 and attempted to reach out to you both times. Following these attempts at reaching you, we also see that your brakes were repaired under warranty at our One Loudoun location on 3/7/23.
  
  We feel that this situation has been resolved, and we politely ask you to remove this review.
  In the event that there are still problems, please contact us at customerservice@vatire.com, and we are more than happy to work with you to come up with a solution you're satisfied with.

  Sincerely, 
  Customer Service 
  Virginia Tire & Auto
  8200 Greensboro Drive, Suite 550
  McLean, VA 22102

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did a wheel balance and alignment 6 months ago at tire and auto, my wife was driving the car locally, I drive last week on highway and the car was vibrating on 69 mile, I went back to them and asked them to check it, they said it’s already 6 months and couple days and it’s out of Waranty, they promised to check it, when we took the car to them, they fixed without informing my wife and asked her to pay $195.00 or they won’t release the car, bunch of thief’s, rocky mechanics and liters.

  Business response

  03/16/2023

  Hi ********,

  Thank you for your feedback. Upon reviewing your account, we see that our Herndon team helped you resolve this issue! Being genuine and attentive is part of our company's core values, and we appreciate you giving us the chance to make things right! Thank you for your business, and if there is anything else we can do for you, please don't hesitate to contact us!
  
  Best Regards,
  Customer Service 
  Virginia Tire & Auto
  8200 Greensboro Drive, Suite 550
  McLean, VA 22102

• Initial Complaint

  01/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased tires on 29 Nov 2022 (Purchase sales order ****-***** for total of $970.39). The tires have a stated 60 day guarantee where you can exchange the tires (which they call a 60-day ride guarantee). On 16 Jan 2023 well within the 60 day period, I went to the store to have them honor their seller commitment however there were 3 employees in the store and none of the employees were sure how to process the exchange. They took my number for the manager ********************* to call me back which he did. I spoke to him on 19 Jan 2023 @ 3:45 where he advised that if there is a difference in the cost of the tire, that is all I would owe, however when I went into the store on 21 Jan 2023 there was a discrepancy in what was the cost of the tires I purchase in November and the cost of the tires I wanted. I previously had installed (235/45/18 ******** Primacy tour A/S) to the tires i wanted to exchange for (235/45/18 ******* P7 A/S Plus 3). The cost of the ******** were $290 in the store and they were price matched at $187.65. The cost of the Pirellis I were exchanging were $251 in their store and I had a Price match at ******* for $166. Either way the price differential was negative, yet the store would not honor there 60-day ride guarantee. At this point, I would like to purchase the 235/45/18 ******* P7 A/S Plus 3 at a different store and Virginia Tire should refund my original purchase price since they will not honor their agreement.  I have emailed and called their manager ********************* several times and emailed his manager ***************** multiple times, however, neither will respond. At this point it is unprofessional and they have been unresponsive.

  Business response

  02/28/2023

  Hi ******, 
  
  Thank you for your feedback. We apologize for your frustration and would like to clarify what we see on our end to clear up any misunderstandings.
  
  Per our policy, we do not allow the 60-day ride guarantee to be combined with the 110% Tire Price Guarantee. Upon reviewing your account, we see that both the Broadlands and South Riding locations have informed you about this policy, stating that the price match benefits cannot be combined with the 60-day ride guarantee. It is our understanding that you were offered the opportunity to exchange the tires and pay the difference under our 60-day ride guarantee but chose not to do so. Despite being advised by both stores to take advantage of the 60-day ride guarantee while still active, you refused our policy and attempted to stop payment for the tires you still had on your vehicle. In light of your multiple refusals to take advantage of this offer, we cannot offer you a refund at this point since you have yet to pay or return the tires in question.
  
  As part of our core values and principles, we are committed to honesty and integrity and never want our customers to feel misled. However, the terms of our policy are very clearly outlined, and we believe we have done everything in our power to meet your needs while maintaining our policy. We sincerely hope this insight will clarify any misconceptions you may have had.
  
  Best Regards,
  Customer Service 
  Virginia Tire & Auto
  8200 Greensboro Drive, Suite 550
  McLean, VA 22102
  

  Customer response

  03/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  I have email confirmation that I reached out to the Broadlands Manager and the district manager multiple times within the 60 day window to resolve this issue, neither one responded when it came to to tire match guarantee combined with the 110% match.  As you can see in the attached and documented policy provided by VAtires for the 60 day guarantee, there is NO part of the policy that is written states the price match can not be used for the 60 day tire guaranteee.  At this point, VATIRE can provide a full refund as they have NOT honored their agreement and I will go to a retailer that is willing to honor what is in writing.  

  No one at the south Riding provided information on the policy either in the positive or negative light.  Which bring another issue, VATIRE is a chain location, but you can only service warranty items at the location where you originally received service. 

  Regards,
  
  * ******

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have made several attempts since September 2022 to reach manager ************** At this time, I’ve exhausted all outlets to do so which is why I’ve escalated this issue. I first spoke with someone who goes by ******* at the Ashburn VA location, who stated ***** no longer works on site and is now at the corp office so he would send ***** an email requesting a call back. It is now January and this is my 9th request today trying to reach *****. Emails to customer service are never acknowledged and calling the location in which this issue began does not remedy this matter. Today, I spoke with **** again who couldn't offer anything besides sending ***** another email to call me. **** stated the manager on site was unable to assist me today and I needed to reach *****. Despite this trouble, my experience with ***** was outstanding. He went above and beyond to resolve an issue. I was charged for service at the Ashburn VA location that I never authorized which is a violation and against my rights as a consumer, ***** refunded me in the form of $100 gift certificate to use on a future service. I've been hospitalized due to a battle with cancer and unable to use this certificate which had an expiration date of 10/31/2023 hence my urgency to speak with ***** since September and have these certificates honored for my next service. Since I am in now in a position to take my vehicle in for service, I would like to use these certificates amounting in $100. Otherwise, I expect a refund back to my credit card for the unauthorized service.

  Business response

  01/17/2023

  Hi ****,
  Thank you for your feedback. We are sorry it took so long for someone to get in touch with you initially.
  
  According to our records, we contacted you and reissued a new gift certificate on 1/5 upon your email request. On 1/10, a second email was sent to you confirming that the gift certificate had been sent out, to which we also received an email response from you confirming that you had received the email.
  
  Please accept our apologies for any miscommunication on our end. However, we are unsure what else we can do to make things right. We value your business and want to ensure that you receive a service you can rely on. 

  Customer response

  01/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will let you know once I receive the $100 gift certificate in the mail. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was told for a basic tune up it would cost 1400 after diagnostics test was run. Get to the shop and all my plugs and wires were removed without permission to start work. Was told a ignition module alone would cost $290.00 and they wouldn't work on it without replacing the plugs and wires and distributor cap each part(s) over $150. They tried to keep our truck because we wouldn't let them work on it and then charged us a $150 for a diagnostics test alone. Were argued with and yelled at by multiple employees including management of establishment because we couldn't afford $1400 for a basic tune up that we did in a hotel parking lot. I've never felt so taken advantage of or disrespected in my life.

  Business response

  09/21/2022

  To whom it may concern, 

  After reviewing the complaint submitted by **. ************************ we are asking the customer to provide us with some additional information. We've attempted to match the contact information provided to us in the complaint but are unable to find any customer profile matching any of the information provided. Without this information, we're unable to look up the customers' service history and correct any errors on our end. It would be best if she contacted us directly at customerservice@vatire.com with her information.
  
  We look forward to hearing back from **. *********************** and hope to work together to resolve this issue. 

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 30, 2022, I made an appointment with Virginia Tire & Auto - Vienna to do the 40K service for my car: oil change, spark plugs, transmission flush, and cabin air filter. They said the service would take three hours, and we set an appointment for May 3 at 9am. I brought my car in at that time, and was told they would call when the service was done. The work order shows a "promised date/time" of 12:04 p.m. At 2:45 p.m. that day I called for an update. I was first told that they had not started the work, then was told that they had begun but that there was an issue with parts for their transmission machine and they had not finished. They told me they would have the car done by 4:30 p.m. I picked up the car at that time, and was frustrated to see that they had only done half the services - spark plugs and oil change, leaving the transmission and cabin air filter undone. I pulled away from the dealership and immediately noticed two separate engine lights illuminated on my dashboard. By the time I got home my car engine was not working properly - it would rev up and not shift. I had to leave for work at 6:00 a.m. the next morning, and without a working a car I had to take my wife's - meaning she had to miss a day of work. On May 4 I spoke with a different manager (Junior) who told me that the car lift had broken while my car was on it, not the transmission machine. I drove the car back to Va Tire on May 4, and on May 5 they discovered that they had not reattached some sensors related to the spark plug service. They did that and the car seems to be working okay at this point. Based on all these issues (my car in the shop for two days, my wife missing a day of work, and my still needing to make yet another appointment to get the transmission service, I asked for a refund of the spark plug service ($271.40), but they refused. They offered a $100 gift certificate toward future service, but that was it.

  Business response

  08/04/2022

  Hi *****,

  Thanks for bringing this to our attention. We sincerely apologize that there was a problem with your vehicle after your visit. Our quality of work and your safety are our top priorities, and we would never want your vehicle to leave our store with a potential problem.
  
  We would like an opportunity to speak with you about your concerns and make things right. Please contact us at customerservice@vatire.com with your name and contact information so we can reach you. We value your business and want to continue to provide service you can trust.
  

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  5/30 went to Va Tire & Auto for state inspection. Inspection failed, employee went over list of items but skipped over some. I suggested I make an appt but wasn’t 100% because I needed to find a vehicle to borrow so I could go to work. Employee suggested shuttle but I work too far.upon review of website, any service over $100 qualifies for free loaner car although this was not offered to me. Strange seeing as I noted I was concerned about transportation. Employee told me the deposit was to cover parts for service. Once home, deposit was 25% of total bill, not just parts. In addition parts, using the item numbers provided are marked up to 300%. In the past, at the Manassas location, they showed me the price they were paying from auto parts store and were not marked up. I would be ok with some mark up but 300% is ridiculous. Also there was a charge for headlight cleaning with a QTY of 1 but the item total reflected at QTY of 2. I called immediately and was told by Q, front end manager, too bad and you can’t get a refund. This also was not explained by employee when ringing me up. I emailed Jeff T****, manager, as suggested. 2 days later,(6/1), response received that he would look into this and later in the day said they would refund deposit. I replied and agreed. No refund has been issued and I have not received another response although I have tried to contact Jeff T**** since.

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