Complaints

This profile includes complaints for VIP Tires & Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

VIP Tires & Service has 58 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  VIP Tires & Service

  24 Harriman Dr Auburn, ME 04210-8300

• 

  VIP Tires & Service

  520 Lisbon St Lewiston, ME 04240-6515

• 

  VIP Tires & Service

  485 Sabattus St Lewiston, ME 04240-4112

• 

  VIP Tires & Service

  137 Camden St Rockland, ME 04841-2535

• 

  VIP Tires & Service

  1238 Main St Sanford, ME 04073-3662

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my 2017 kia ******** to vip tires in ********** vt on June 15th for an engine light an oil change and tune up .. the engine light was a flex pipe piece to the muffler that needed to be replaced and they also said it needed a coolant flush and a front end alignment.. when they said it was ready to be picked up the 1st time I got in it pulled out of the place and it was pulling so hard to the left I pulled right bk in .. they checked it and said omg it needs tie rods which they I'm guessing should of picked up on while doing the alignment so after that was done I again went bk to pick it up and got half way home to ct and it was acting funny so I opened the hood and there was barely any coolant in the car .. so I again brought it bk this time it was the radiator which I was assuming should of been picked up on when doing the coolant flush so again brought it bk and it needed a radiator..well after all this I asked the manager to please make sure it's taken for a test drive and is good to go he assured me it would be and also it needs front tires which I just bought 4 of in April and was told it was due to the tie rod that was replaced I asked for a quote on tires repeatedly and was not given one so I picked it up today July 29th and the coolant is almost filled to the top and I pull out and the brakes which were replaced front and back rotors pads a year ago the pedal is going to the floor and the brake fluid is noticeably filled to the top .. so now I parked it at a friend's tried messaging and calling the district manager and the only person that is getting bk to me is the manager at the store that makes me feel like he thinks I must be brain less to think that's all a coincidence but now I definitely don't want to bring it bk there I asked if there was anywhere else I can bring it I have yet to hear back and I am out almost 3k besides all the hotel stays for 5 weeks and car rental fees same amount of time and my cars worse then when I brought it there

  Business Response

  Date: 07/30/2024

  ******,
  
  You came in for your original service on 6-15-24 for a check engine light diagnosis. You returned on 6-29 to get the flex pipe that was damaged in a prior accident replaced. This was the suspect on the code, as it was an inefficient exhaust system due to the damage. On that visit, our multi-point inspection (not a state inspection) stated that the filters were dirty, the coolant was low (too low to test), the rear brakes were rusted beyond 50%, and the surface area was compromised. Also, we recommended an alignment due to the quick check showing it was out and irregular tire wear. Lastly, we recommended a tune-up based on the mileage. You accepted the exhaust work, alignment, and coolant service. You picked up the car and noted an issue with the steering wheel, so our team had the car re-evaluated.
  
  The second technician noted a loose tie rod in a second MPI five days after the previous visit. The tie rod was replaced, and the Burlington team gave the customer $100 off of the ********************** because we were shocked that the first technician missed the failing part. We were open and honest and communicated our apologies when offering the discount. 
  
  Thirteen days after the vehicle was picked up, you reached out via ****** message with service issues. Namely, your car was leaking what was suspected to be coolant. You youalso had a problem with the tie rods (which was explained to the customer, and a $100 discount was applied for the inconvenience) and that the tires were worn down. The tires were referenced from the first MPI as being worn irregularly, and the five days of driving after the tie rod was missed were less detrimental to the tires than the unknown number of days driving before the alignment and tie rod was fixed. 
  
  You claimed you did not want to speak to the store and wanted it fixed. *******, the District Manager, reached out to you and left two different messages, and received no response via store phone or his cell phone (which was given to you in the first message and subsequent times via email). Email seemed to be the only way to reach you, so the ***************** Manager, *******, and District Manager, *******, proceeded to communicate with you that way, noting that we were concerned about miscommunication via email and would like you to call ******* directly. Because email was our only communication method, it became difficult to understand where you were in relation to the original store that provided you service. We continued to follow policy and asked you to bring the vehicle back to the **********, **, store to see what was happening. It took a lot of emails, but the car finally arrived on the 19th at about 5:50 pm (10 minutes before closing, in which you did not speak to anyone to relay any more information about the vehicle's status). The car was brought in the following day and diagnosed as the radiator being the cause of the leak. 
  
  Based on the time frame for losing coolant and the vehicle being involved in an accident before its first visit to VIP, it was probably leaking the whole time. However, the fluid pooled in a plastic piece under the car and did not leak onto the ground until more fluid was present. ****** was contacted by *******, the District Manager, by phone twice on the 19th, trying to talk with you, but he received no response. The Burlington service manager, *******************, received a call back from you. He explained that the radiator had damage to the bottom portion, which could be related to the accident you mentioned when it first came in, and that the coolant service filled the system, allowing more fluid to leak and overflow the plastic piece and fluid to hit the ground. ******, you indicated you understood, agreed to do the work, and stated that you were going to talk to your insurance company to get the repairs claimed under the accident that happened (this means the original visit with the exhaust repair was included as well as the radiator and any attached services.) 
  
  Our technician let the vehicle run for 30 minutes to ensure the proper temperature was reached and took it on a fifteen-minute test drive to ensure the repair was good. You were informed that the car was ready and asked for it to be locked for an after-hours pick-up. We agreed, and the car was parked outside with no issues noted by the tech. 
  
  You emailed at 5:30 am on 7-29, stating that there were several issues with your car, including that the tires had been changed. ****** was given *******'s phone number again so he could make contact to remedy this, and ***** reached out three times to talk with you and left voicemails ( 7/29@7:20am, 7/29@9:14am, 7/29@1:08pm) and never got a response. You stated that you tried to reach ******* and tried to call ***** back, but was on hold for over two minutes and hung up. Our call recorder, Live Vox, shows no evidence of an incoming call, and ******* received one call at 4 pm while on a conference call. You then contacted the ***************** Manager, who again provided the contact information for the District Manager, *******. She firmly stated that he is the contact person and that VIP is happy to have your vehicle worked on at any of the local VIPs (**********, *********, or *********) should you find that you're unhappy with the service you received at *********** 
  
  At this point, ******, we are waiting for you to please call the District Manager, *************************, at ************ to get your vehicle into any of our other local locations (********* or *********) to be present while they do the inspection of your vehicle with the District Manager, and then have an in-person discussion of what the issues are and how they could have deteriorated overnight after our technician noted that the vehicle was good.
  
  We have diligently offered solutions and continuously provided you with the contact information for management. 
  
  Thank you. 
  
  

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son, *************************, and I brought his car to VIP Tires and Service in *********, ** to have the alternator repaired on 6/13. We got the car back on 6/25 and was told that to get to the alternator, the water pump and radiator needed to be moved. We were told because of this, the radiator was flushed at no charge to us. All parts were allegedly put back in place. We paid ~$900 for the alternator service and left. The very next day (6/26), we brought the car back to the ********* VIP location because we noticed bolts were missing. Bolts were added and the car was taken home. Shortly after, my son began smelling coolant while driving. He checked the overflow tank and it was low. The car was brought back to ***************************************** on or around 7/12 where we were told there was an air bubble. The radiator was flushed a second time. We were told VIPs printer was down so we were not given an invoice/receipt/record for this service. On 7/14, the car began leaking green coolant (the car uses orange coolant) and overheated. It needed to be towed to my sons house as it was not drivable. The car was able to be driven back to VIPs ********* location on 7/19. It was then that we were told the water pump and timing chain were both completely missing. VIPs Service Manager, *******************, advised he would fix this for $4,200. VIP refuses to take accountability for their actions in damaging my sons car. These parts were not missing before being serviced by VIP. The car is not drivable and has remained at VIP since 7/19. To go in for an alternator repair, only to have parts go missing repeatedly and then be charged for them is not good business and an awful service experience. This has been extremely stressful for my family who already had to scramble to find the funds for the alternator repair. I would like BBBs help to hold VIP responsible and push them to repair the car at no additional charge.

  Business Response

  Date: 08/05/2024

  Hi *****,
  
  Your son's vehicle came in on 6/13 for an alternator. To do this job, we needed to remove the upper radiator hose. We finished this job on 6/25 with mileage of *******. On 7/18, the vehicle came back in at ******* miles with customer stating "the car has been overheating since it left".
  
  We found that there was minimal coolant in the reservoir. He filled it and came to the assumption that it was an air pocket in the system as he found no visual leaks at that time.
  
  On 7/19 the vehicle came back again with no coolant. We then pressure tested the system to find that the water pump was leaking out of the weep hole onto the alternator. 
  
  To do this job, you also have to do the timing kit, as the pump is driven by timing. The customer came back the next day because we forgot three bolts that held the air box in. 
  
  Neither the water pump nor the radiator were removed or disturbed during this job. We would also like to add that the coolant is Valvoline global and meets the specs that **** requires.
  
  We have been communicative with both manager, District Manager and Director of Stores who have all had some sort of contact with you. We would like to settle this amicably and have presented options to do so. 

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On saturday, June 8, 2024 at approximately 1500 hours, I got an oil change done at VIP Tire & Service in ******************. After getting the oil change done I drove a 1/4 of a mile away and my engine was completely broke. It was learned that the mechanics never put oil in my vehicle. A new engine is going to cost $24,000 due to my vehicle being a hybrid. My vehicle is a 2023 Jeep Grand Cherokee 4xE with only ***** miles on it. This was the vehicles first oil change.Today is Thursday, June 13 at 1430 hours. I was told by VIP they were going to get me a rental vehicle and fix my vehicle. I was told by Jeep the engine was on national back order and it would take at least two months to get a new engine. As of today I still do not have a rental vehicle and it keeps getting pushed back. I was told I was getting one on monday, then wednesday, then friday and when I called today I was told the insurance company would contact me.This has been an extreme inconvenience on my life. I feel like I am not getting help. I am asking people for rides and not getting answers. I asked for an attorneys help but I still did not get many answers as they told him the same but things still aren't happening.At this point I just want a vehicle. A buy out on my new vehicle would be $47,000 and I feel this would be the quickest resolution along with money for my inconvenience and items i purchased specifically for my only vehicle.I do not have any way to get around or travel all because of a mechanic not putting oil in my vehicle.Thank you, ***** Legacy II

  Business Response

  Date: 06/24/2024

  Hello *****,
  
  Thank you for reaching out. Currently, our team has provided a rental via Enterprise, and we are working with our insurance company to replace the engine once the engine is shipped from the manufacturer. We have been open and transparent and covered any costs incurred from moving the vehicle to a dealership. We will remain open and transparent and answer any questions you may have in the future. 
  
  Thank you. 

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scammed at the **********, ** location. For Christmas my dad purchased me one of their coupon books. Offering free oil changes, free tire rotations, money off certain services, etc. I booked an appt. a few days in advance. Upon arrival I gave the gentleman at the counter my coupons for a ******** Change and Free Tire rotation. All was well. They took my car in. Less than 10 minutes later a different gentleman approached me to let me know that my one of my calipers was sticking which was making it run hot. He asked if I wanted them to fix it? I had another appt to get to that afternoon, so I the first question I asked was approx. how much longer would it take? Then I asked, How much it would cost? After taking a few minutes to look at the computer the gentleman told me it would be about $87.00 and would take about an hour. So, I gave them the go ahead. About 50 minutes later the car was done. I went to the counter and that same gentleman started to check me out, but then the first person I spoke with upon entering told him he would finish it up so that the guy that quoted me could get on to the next person. THEN, I was given my total... $716.03!!! Needless to say.... I was shocked. I asked him to repeat the amount and was given the same answer. I said... "*****, I am sorry, but I was told I was quoted $87.00." He half chuckled and confirmed I was the right person before saying- the caliper alone cost $262.26. I repeated, "That is not what the guy told me" and so he said let me go double check- he went out into the shop and came back moments later. He then told me that they had done the caliper, but also replaced the rear brakes, pads and rotors- without my consent! In which my response was...' You'll have to excuse me for a moment, while I figure this out, because I do not have $700 to pay for this and NEVER would have agreed to have them fix it for that cost. His response was nothing but shrugged shoulders. I had to transfer money from my daughters savings to pay.

  Business Response

  Date: 04/24/2024

  ****************, we do sincerely apologize for your experience. Our team should have followed our customer engagement process and taken the time to ensure that all the work and costs associated with the work were understood and approved. Because of that misunderstanding between our staff and you, our team has already agreed to refund labor and offer all new parts installed at cost. The refund of $315.18 was decided upon and submitted to the *************** The refund was not submitted correctly because the store manager has been on medical leave for the past couple of weeks. It was not processed until 4/24, when it was immediately refunded upon the ************** learning of the situation to the credit card used for the purchase. A voicemail was left for you on 4/24 apologizing for your experience and informing you that the refund had been processed and that you would see it on your credit card in 3-5 business days. 
  
  Again, we are very sorry for your experience. Our teams have already taken steps to ensure that it won't happen again, to refund and remedy the situation as agreed upon, and to communicate those steps clearly in the past day. 

  Customer Answer

  Date: 04/24/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:03/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dropped my car off at VIP on 3/28/2024 told them I had a squealing coming from my car when I accelerated asked for a diagnostic. They told me it was my serpentine belt and needed a new alternator. Paid $1414.99 and was told everything was good. Drive my car today 3/29/24 and the noise is still there and louder. I have spent thousands of dollars at VIP in the last year( 734.01- 9/23, 383.23- 3/24, 618.12- 2/13, 824.73- 9/29, 1269.00- 8/31, etc...)and more than one time I have had to bring my car back for the same service. I do not understand if they diagnostic something and say it is one thing and then when I need to bring it back they tell me oh its this instead. I brought one car in 3 times for the same thing and when talking to the gentleman at the desk he stated well it was the left caliber that went (which then had to replace under warrenty) when I tell them its still doing the same thing then I get told maybe its a hose, nope now its the left caliber which then had to pay for because they said that one was fine a month ago. I am truly disappointed and wasted to much time going back and forth. The $1414.99 should be refunded since they did not fix the problem. They offered to have the car come back in but I dont have the time to keep doing this it should have been fixed the first time. Like I said this has happened more than once and they should have diagnostic correctly I feel they are just playing a guessing game. To much time and money wasted. Thank you

  Business Response

  Date: 04/05/2024

  ********,
  
  I appreciate this feedback, and I understand your frustration. Cars can be complicated, and to be honest and transparent and save our customers money, we do not replace parts that don't need to be replaced at the time of service. We are speaking about two different vehicles and experiences. Unfortunately, your caliper failed after having the other fixed, but it is not the fault of our company or services. 
  
  I will focus our response on the engine noise work on the other vehicle and the refund that you have requested. When you brought the car into our Hillsborough store, you stated that there was a noise from the engine area. Our team diagnosed this noise as being a squeak from the belt tensioner. To fix this, we replaced the belt tensioner and belt, and as your alternator was showing low voltage, we also replaced the alternator, as all of these components are part of the same system. Our Master Technician test-drove the vehicle, and the noise was gone. 
  
  When you returned sometime later to pick up the vehicle with the caliper issue, you stated that the noise was back on the vehicle. Our team stands behind their work and the warranty that we provide as a company. They asked you to bring it back and let them look at it for free (diagnostic time) to determine if the noise was from their work or a different issue. You decided that our offer of free work and standing behind our warranty was unacceptable and that you'd instead file a complaint. 
  
  Our team performed the work in question and reasonably offered to provide a warranty and diagnose the noise for free. We do not see a reason to refund the entire cost of the work performed on your vehicle. Should you accept our offer to look at the vehicle and we determine that the issues stem from our work or the parts installed, we will be happy to handle this at no cost to you. We are willing to compromise to create an amicable outcome for both parties. Please reach out to *************************************** to start this process or reach out to the Hillsborough store manager. Thank you.

  Customer Answer

  Date: 04/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  

   

  When they offered to re look at the car I stated I did not have time to keep taking the car back for the same issue. I will have my husband bring it back and I have attached a video of the noise that you can clearly still here. My frustration is not paying for the work that is completed my filtration with both cars is to keep returning for the same thing. I came in originally with the *** and stated it smelled took over a month to release that both calibers needed to be replaced with one being replaced twice. The scion I came in saying it was squealing they said it was a belt and alternator I paid that and it squeaks louder now. So when I return are they going to say it is now something else? That is my frustration I dont mind paying for something if its fixed the first time. I filed a complaint because I was unhappy with the service that was not completed there is no where that I could find on your website to voice this concern. So yes I filed a complaint to get someone higher up the attention that I feel this matter deserves.

  So yes I will have my husband bring it back and see what they say. I do not need a refund if THEY fix the problem I want a refund if I bring it back and its still not fixed. My time means something as I do not believe you think that. I just expect it to be fixed the first time. 

  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 06/13/2024

  Hello ********, 

  As we have always promised from the beginning and as part of our parts and labor warranty, should there be any issues with the work with us due to parts or our labor we will fix it for free. I understand your time is valuable, and we respect that, and appreciate the ability to take care of the matter as per our policies. We do not typically refund due to this policy as we warranty it. 

   

  Thank you for understanding. 

  Customer Answer

  Date: 06/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as

  As I stated previously I did have my husband call when I put the original complaint in, he was told that there was no way they were going to work on the car again since we made a complaint.  I have since brought it to another repair shop who fixed the problem in 10 minutes as it was a loose piece on the front bumper from the undercarriage that was hanging down causing wind to blow thru the plastic.  So it was not the belt that was making the sound that you replaced and stated was the issue. Since you would not look at it again after attempting to bring it back in I would like the refund now.
  

   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:03/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a scheduled auto inspection appointment today Wednesday March 20, 2024. The inspector informed me that my vehicle failed because of badly worn brakes (among other things). I had replaced them myself rotors and pads within the last four weeks. They worked fine. He said my alignment was off as well, yet the vehicle showed even tire wear on all four tires and rode straight as an arrow driving no hands.

  Business Response

  Date: 03/21/2024

  **************,
  
  We take the safety of our customers and their vehicles seriously, and our team informed you that you failed your *********** Inspection for more than just the brakes. Other items marked on your inspection report were also safety issues and failed the MSI. 
  
  When you contacted us on our website, we had the manager and the District Manager contact you to discuss and come to an amicable resolution quickly and clear up any miscommunication. You sent text messages with inappropriate language back to the District Manager. 
  
  We have requested to look at the vehicle again in a place of your choosing (neutral garage, your home, VIP, etc.) at a time that is convenient to you. We'd happily refund you the cost of your state inspection after looking at the vehicle again. 
  
  You can coordinate this through the Auburn store by calling directly. Thank you. 

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 5 2024 spent $156.06 to fix headlight not working January 12 2024 spent $1,575.45 on engine light and headlight not working again. VIP charged me $156 yet did not fix the headlight forcing me to go back. VIP then charged me another $1,575.45 to correct my headlight and also the check engine light was on. VIP claimed to have repaired my 2001 Silverado yet not more than 1 mile down the road after picking up ************ check engine light, the Stabilltrack light, and low air tire warning lights all came on. I have since brought my truck to **********, a certified dealership where they replaced the part VIP claimed to have repaired at the price tag of $1,600.

  Business Response

  Date: 02/14/2024

  To whom it may concern,
  
  In response to the BBB complaint from ***************************, On 1/9/2024 **** ****** brought his 2011 ***** into the Bath VIP for a a headlight out. As per his request we replaced the bulbs. He returned again for the bulb being out again and technician noticed that the wiring plug had melted as the lights were aftermarket needing a new plug adaptor. Then **************** made another appointment as he had a Check Engine light (cel) on and one of the headlights had gone out again.

  
  On 1/9/2024 **************** dropped off his truck for Diagnoses of check engine light and the headlight being out again. As per the attached MPI inspection report the truck needed axle seal front brakes and for a massive evap leak, a vent solenoid, and mass air flow sensor. The repairs were authorized by **************** for ******* as seen in attachments. 2 days after the repair customer called stating the CELlight came back on made an appointment at his request for 1/14/2024 at 2pm he never called or showed for this appointment to resolve the issue and have not heard from him till this complaint.

  
  ********************************
  District Manager VIP
  ************ 

   

  Notes from Page 3 of the Attached PDF: This was the appt I set for him to have ***** check his CEL again. He no called, no showed for this appt. I did offer earlier days but he declined.

  Notes from Page 5 of the Attached PDF: His light issue is due to having aftermarket assembly. He requested new bulbs initially and we installed them. He did return with a light out and ***** found that to use the aftermarket assembly a pigtail had to be added and one end had started to melt causing a connection issue. He mad an appointment to have his CEL checked and said light out again. Came in for appt and we found lights working. Did MPI and found LF CV axle boot torn, ************* seal leaking, ft brakes developing odd rust ridge, oil leak, had numerous codes relating to mass air sensors + PO446 - needing EVAP vent solenoid. He agreed to repairs + authorized in TCS. 

  2 Days later he called + said CEL back on. He could not bring down until Sun 1/14/24. I set appt at 2pm. He never showed up or called to cancel or reschedule. Today is the 1st time I have heard from him since CSP.

   

• Initial Complaint

  Date:01/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my vehicle towed into VIP because I was having issues starting my vehicle. It took them 4 days to get back to me and when they finally did they told me that my vehicle needed a new battery in order to perform a diagnostic test because mine was dead and not holding a charge. I was quoted nearly 200$ for a battery and when I asked if I could bring in a battery myself, the man on the phone said that I would just end up paying the same price that I was quoted ( which is a lie because I bought a battery for 85$). The following day I went to VIP to check out my vehicle myself to see if the battery was in fact completely dead and to my surprise the vehicle turned on. I went inside and asked the 4-5 men in the room if my vehicle was worked on and they all said NO because my car needed a new battery before a diagnostic test. I suspected something wasnt right so I decided to take my vehicle and test and replace the battery myself. Before I took my car I made sure I was all set to go and the man behind the register brought my form to the manager who then instructed him to charge me half of the diagnostic test fee for doing absolutely nothing to my vehicle. Then claimed they tested my alternator and starter for power when just moments before they claimed that nothing was done to my vehicle besides test my battery. They lied to me in order to get more money out of me and that is completely unethical. And I believe they lied about testing my alternator and starter as neither of those would be possible to complete if my battery was completely dead and not holding a charge. They wanted to make sure I paid SOMETHING even though they did absolutely nothing to my vehicle.

  Business Response

  Date: 01/11/2024

  When the customer contacted the store, she requested help diagnosing a starting issue. It was discussed and agreed upon for one hour of labor, our standard diagnostic fee. Our technicians performed a complete starter, alternator, and battery test after jumping the vehicle to get it into the bays. The customer's battery failed testing, but the starting and charging systems were deemed in good condition and meeting OEM specs. To test, we kept the battery on a charger as it would not hold a charge. After finishing our diagnostics, we determined that the vehicle needed a new battery and **** up an estimate. The customer declined, saying she had family who worked at Advanced Auto and would purchase her battery there. We understood and only charged the labor fee agreed upon before work started, involving determining the issue for the starting problems. 
  
  We also informed her that if she buys her battery elsewhere and brings it to us, we will charge an installation fee. When customers purchase their batteries from us, it comes with free installation. 
  
  When it came time to check out, the customer refused to pay the agreed-upon cost for the technician's time and work in diagnosing the issue that the customer requested when they brought the vehicle to us. As a compromise, the manager offered to cut the diagnostic charge in half due to the difficulty of completing the full diagnostic due to the bad battery. The vehicle started due to being on a charger overnight and likely will not hold that charge long due to it being faulty. 
  
  The customer was asked to pay the agreed-upon cost for diagnosing the starting issue she brought the vehicle in for, and we have already compromised and discounted it for her. We do not believe we have done anything wrong, lied, or misrepresented the information as we did provide the ampnet testing results of her starting and charging systems to the customer. The customer was aware of the costs of diagnosis before work was performed on her vehicle. 

  Customer Answer

  Date: 01/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  At no point did anyone from VIP discuss or agree to an hour of work from any technician. So again that is a lie. My car was brought in for a diagnostic test and I was told by MULTIPLE people that my vehicle could not be checked until a new battery was put in. Again, NO ONE at any point told me that an installation fee would be charged for bringing in my own battery. Which once again was an attempt from VIP to get money from me. I was told by MULTIPLE people that nothing was done to my car because I needed a new battery. At no point did anyone tell me that X,Y & Z was tested on my vehicle. I was only told that the battery was tested and it was completely dead (on the phone and in person). I was only told about said tests being done to the car after  I was ready to leave. Why would I pay a full diagnostic fee if a diagnostic test wasnt performed on my vehicle ? 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Jennette

   

   

  Business Response

  Date: 01/12/2024

  We respect the customer's feelings and have attached the battery results here, but as a customer **********************, as we understand that communication was a factor at the time we have refunded the customer's payment. It will be reflected in 3-5 days. 

• Initial Complaint

  Date:12/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 8 tires advertised as $32.99. On December 5th 2023. They charged my card $263.92 within 5 minutes of perchance. On December 7th I was called stating that they cannot honor the price charged and it will be refunded and a $100 vip gift card will be mailed to me. I stated to them that I feel as though this falls into category of false advertising on their website and he said no. I have screenshot of vip website with price advertising $32.99 a tire

  Business Response

  Date: 12/08/2023

  During a routine website update, a typo happened on the tire in question, and it was posted with an incorrect price. All other competitor websites post this particular tire at $300+, so it should not be assumed that it was a bait and switch, but an honest mistake. As soon as we became aware of the issue, we corrected it, canceled the tire orders, and refunded the purchase price, as it was a typo. As an apology, we have sent the customer a *************************** Rewards card to be used toward a future purchase. 

  Customer Answer

  Date: 12/09/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Noah

   

   

  Business Response

  Date: 12/12/2023

  I appreciate the customer's response; however, the purchase was refunded as soon as possible (please see the refund attached), and we sent the customer a *************************** Rewards card with the tracking number # ******************** on 12/12/23. Refunds can take 3-5 days to be reflected. We have done everything to explain this honest mistake and make it right for the customer, and at this point, there is nothing further VIP can do regarding this issue. 

  Customer Answer

  Date: 12/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Noah

  I have rejected the response because they finalize the transaction. And I'm a contractor and if I submit a bid and revise my bid was low I cannot simply say "oh I'm sorry my bid was low it will be $xxxx higher. Once a transaction or sale is finalized its done with unless the consumer cancels the sale. 

   

• Initial Complaint

  Date:12/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  VIP listed tires for ***** a piece on their website. I placed an order online for 8 tires. I paid online with my debit card. I have two emails saying my order was received. That was December 5. I got call today on December 7 saying that order can not be filled because of a typo on their website. I would like them to go or that sale.

  Business Response

  Date: 12/08/2023

  During a routine website update, a typo happened on the tire in question, and it was posted with an incorrect price. All other competitor websites post this particular tire at $300+, so it should not be assumed that it was a bait and switch but an honest mistake. As soon as we became aware of the issue, we corrected it, canceled the tire orders, and refunded the purchase price, as it was a typo. As an apology, we have sent the customer a *************************** Rewards card for future purchases. 

  Customer Answer

  Date: 12/09/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Matt

  I do not accept tbere response. Those tires were bought and paid for. I attached the proof.i understand they may have made a mistake but once again I was already charged for them and the sale was finalized. Thank you

  Business Response

  Date: 12/12/2023

  I appreciate the customer's response; however, the purchase was refunded as soon as possible (please see the refund attached), and we sent the customer a *************************** Rewards card with the tracking number # ******************* on 12/12/23. Refunds can take 3-5 days to be reflected. We have done everything to explain this honest mistake and make it right for the customer, and at this point, there is nothing further VIP can do regarding this issue.

  Customer Answer

  Date: 12/14/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Matt

   

  I do not accept this because if it was most likely any other store or business they would honor the sale that was made especially since the transaction was finalized. The transaction was done during the week, not like it was on a weekend when no one was at work. That so called typo was on their website for over a week before I saw it and placed my order.  Not sure how long it was originally listed like that.