Business Profile

Tire Dealers

VIP Tires & Service

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

44 total complaints in the last 3 years.
13 complaints closed in the last 12 months.

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Submit a Complaint

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:11/23/2023
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 went to the VIP in ******* to get a new battery for my 2016 **** Focus on November 16, 2023, at 1pm. I have been going to them for yrs. My windshield wipers worked when I arrived and didn't work when I turned them on later that day. I called the next day to let them know but I had to work (10 hr days) the next few days at the ****************. drove to work Saturday the 18th with no windshield wipers, they never even moved. I had to go back the 22nd my next day off and told them they shorted out my wipers. After they checked it, they said well that's weird you need new motors for your windshield wipers and said that has nothing to do with them putting in the battery BUT it did!!!! They had to take everything apart and brought me back there to look at the battery and how they had to ******* moused" it because the terminals where rotted? I just said okay, not really understanding what that meant. I still do not have any windshield wiper but have to work Monday and its going to rain. I made an appt with ***** **************** for Thursday Nov. 30th to get motors for my windshield wipers blown from VIP! I would like them to reimburse me for whatever the cost for the motors for my windshield wipers. I have never experienced something like this before.
Business Response
Date: 12/12/2023
we did install a battery on said date. during that process we identified some corrosion around the battery terminal and brought that to the customers attention. installing the battery would not cause a wiper to not work. left a message yesterday evening at ********** at about 530pm. waiting for response and findings from the garage she brought it to.
Initial Complaint
Date:11/13/2023
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.
VIP replaced the pads and rotors on my 2019 ****** Altima in Nov 2022. A few weeks later, the brake failure lights began to appear occasionally on my dash. When the failure light came on and stayed on in January 2023, I returned the vehicle to have the code pulled. They did not have the proped code reader, so I had to go to the Augusta store. They still couldn't figure out the issue, so referred me to a ****** dealership. They told me they would reimburse me for whatever was wrong with the brakes. *********************** looked into the issue, and replaced the master cylinder at a cost of $709.27, plus a $149.00 diagnostic fee. They informed me that if the brake lines had been fed wrong when replacing pads/rotors, it would cause this issue. I took the receipt to *********** VIP manager, *****. After not hearing from them for 6 wks, I returned. He told me he would look into it and call me. Waited another few weeks, and nothing. Started calling VIP Corporate in Auburn. Noone ever answers the phone, but left several messages. Still can not get anyone to even return my call. Hoping for some assistance recouping the cost of the master cylinder. Thank you.
Business Response
Date: 11/29/2023
While we cannot verify with anyone at *******'s that replacing rotors and pads would cause a failure to the master cylinder.We have refunded $858.27 as a courtesy to the customer which was sent via certified mail on 11/21/23. Thank you.
Initial Complaint
Date:11/06/2023
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.
On 10/21/23 I paid VIP in **** ** $1,140.06 to replace a radiator in my 2008 ****** Impreza. $146.00 of this bill was for diagnostics. The car was picked up that day. I could hear a grinding sound coming from under the car and checked it. The plastic splash guard under the car was not attached properly and was dragging on the ground. Also, one of the tires was extremely low (12 PSI), which I mention because this was clearly not checked during diagnostics like they claim on their website and on their hold message. There was also a lot of fluid dripping from the front of the car. I used the car as little as possible until I had time to bring it back and have the splash guard attached properly and fluid checked. It was brought back on 11/02/23. I mentioned all issues to the person at the desk and he asked me to leave the car there for 3 days and they will look at it "first thing" on Sunday 11/05/23, despite the fact these issues should have been resolved from the initial repair. I agreed and his words were "don't worry, we'll make this right". I tried calling to get an update when I had not heard by 2pm on Sunday. After 45 minutes on hold, I gave up. I eventually received and missed a call from VIP saying they determined the car now has power steering issues and they do not advise fixing it because it is an older car. I tried calling back Sunday but could not reach anyone. I called again Monday 11/06/23 and remained on hold for nearly 90 minutes between 3 different attempts. After a conversation expressing my frustration that they charged me nearly $1200 not even 2 weeks prior, returned my car to me not put together properly, charged me for diagnostics that did not examine the entire car as advertised, he agreed to place the keys in the unlocked car for me to collect. I then received a bill for $163.75 for another "diagnostic" I did not request. I simply brought the car back to have them recheck it after it was returned to me in poor shape.
Business Response
Date: 11/07/2023
On the customer's initial visit, our technicians noted that he was leaking coolant from the bottom of the radiator that looked like it had taken an impact. Upon further inspection of the vehicle, our technicians noted that there were significant structural issues due to rust that would make the work needed to make the vehicle inspectable and safe more than the vehicle was potentially worth. This is a standard practice that VIP provides to be transparent and honest with our customers about the value of their vehicle and the money spent.

When the customer brought his vehicle back, the skid plate was attached lower due to the damage it took, and the power steering lines had snapped off completely, which is not in an area where our technicians performed work previously. The customer then drove the vehicle without power steering, which caused a lot of noise from the power steering pump. We quoted for the power steering lines and power steering pump. We did restate and resend the original assessment that the vehicle had other expensive issues that needed to be repaired. We again suggested he refrain from investing in this vehicle due to the structural framework and body issues present. All tires were inflated to 32 psi.

The customer then had the vehicle towed. There may be a small or slow leak in one that had not been presented as wanting to be repaired. The last conversation our team had with the customer was agreeing to waive the diagnostic fee, but we have been waiting to hear from ****************** since. We are still willing to waive the fee.
Customer Answer
Date: 11/08/2023
[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 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:10/30/2023
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 have a 2022 *** M340i with less than 25k miles on it. It ran very well and drove smoothly prior to bringing the car to VIP. I brought my car to VIP Tire to have all 4 tires replaced and a 4-wheel alignment. I immediately started noticing vibration and poor alignment as soon as I brought the car home. I brought it back the following week to have it looked at. They "fixed" it again, but the issues seemed worse. I brought it back a 3rd time, and they were not able to fix the vibration, and the alignment was worse still.I called the regional manager to explain the issues, and told him I would be bringing it to the *** dealer to have the car fixed properly. I was assured that VIP would reimburse me for any necessary repairs related to the tire/alignment issues. *** discovered a bent strut within the suspension, which cost $3142 to repair. I called the regional manager back, and after hearing how much it would cost, he refused to reimburse me for anything except the cost of the alignment.This damage was done on their watch. I didn't even think I needed an alignment prior to getting new tires, but it is a recommended practice to align the car when getting tires replaced. This issue was clearly caused by VIP. The regional manager even admitted on the phone that they have had issues in the past working on ***s. I would like to be reimbursed for the cost of the damage they caused.Documentation of alignment reports can be furnished upon request which shows faults with their equipment and/or method of alignment.
Customer Answer
Date: 11/11/2023
I have not heard from the business in response to my complaint. I made several attempts to get this matter resolved, giving the business many opportunities to rectify the situation. They refused to resolve the issues they caused, and they refused to reimburse me for the cost of getting the repairs at the dealership.
As a result of coming to that impasse, I filed this complaint with the BBB with the hopes that I can receive help in getting this matter resolved.
Thank you,
****
Business Response
Date: 11/13/2023
****************** visited the ****** VIP on 8/11/23 to purchase 4 tires and to have an alignment performed. On 8/18/23, the customer visited the Marshfield ********************** with a vibration complaint, and we attempted to rebalance the tires, adding weights to the driver's front and passenger's rear. The customer called a few days later and stated that there was still a shake, so our ********** ** VIP warranted out the tire and replaced it. At each visit, the alignment was subsequently checked and found to be within spec. As a courtesy and customer **********************, we refunded the initial alignment performed in ****** to ****************** on 10/3/23 when the District Manager for the location spoke with him. Our District Manager also talked to a technician from the service department at the *** dealership where ****************** brought his ***, who agreed that an alignment could not cause the damage the customer claims. ********************** believes the damage ****************** claims we caused during the alignment did not happen in our facility.
Customer Answer
Date: 11/14/2023
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.
I reject the fact that they said they checked the alignment and it was "within spec". The first attachment shows the alignment report from 9/16/23 performed by VIP. It is clear that the front left wheel alignment was way out of spec. Even after they realigned it, the front left could not move into spec. This is the wheel that had the damaged strut.
The second attachment from 9/23/23 shows the *** dealer before and after. It is clear that the VIP alignment report is very different from the *** report only one week later. Everything was out of whack, which leads me to believe their equipment does not function correctly, or their technicians are not trained properly. After the repair of the strut from ***, the *** dealership was able to bring the car into alignment.
Based on VIP false statements, as outlined with the reports, I request reconsideration of this complaint.
Thank you.

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,
****

Business Response
Date: 11/15/2023
The most recent alignment check of ********************** vehicle was at our **********, **, store, which has a brand new alignment rack as of 2023 and is only five months old. It is the most up-to-date alignment rack in the company and within specification for the manufacturer's guidelines.

Because the *** alignment report was created after the repair of the bent strut, which would affect the alignment readings, we do not believe that is an issue with our alignment machines or our technicians who perform the alignment due to the outside factor of broken parts on the vehicle affecting the alignment readings.

Replacing the strut will change the alignment readings in the rear, making the VIP alignment check from 8 days prior and the *** alignment readings incomparable.

We have exhausted the available options of helping ****************** and stand firm behind the original claim that VIP's installation and initial alignment did not **** the customer's strut and are not responsible for the repair.
Customer Answer
Date: 11/16/2023
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.
The alignment report provided by *** was PRIOR to the replacement of the strut. It was an apples to apples comparison. ***'s report conflicts greatly from VIP's report. Again, I reject their response as inaccurate and dishonest.

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:09/23/2023
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 car in multiple times over the past year and have complained about a leak somewhere. They claimed to have done a full inspection and everything was fixed, but they did not fix the leak. Turns out it was my transmission fluid that was leaking and had been for months. Considering how many times I brought it in, they should have caught that. Especially when I specified that there was a leak somewhere. Now because of that leak, my transmission is ruined. I had just paid off the car and cant afford a new transmission. A service they dont even offer.
Business Response
Date: 09/29/2023
On 9-29-22, **************** brought his 2010 Buick Lucerne in for a major leak. An inspection on said vehicle was performed and it revealed a major power steering leak from the steering rack. It had run the power steering pump dry and ruined it. The undercarriage of the vehicle was soaked. VIP did not cause this transmission leak as it was damaged prior to it arriving at this facility.
Initial Complaint
Date:09/16/2023
Type:Product 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 brought my 2019 ****** forester into VIP because of a front end screeching noise in July. They replaced my front brakes. The noise continued so they replaced my rear brakes. The noise continued and they replaced the front brakes with ****** brakes. The noise still continues, after 2 months of service repairs. Took the tech for a ride on 9/12/23 to show him the noise continues and he is telling me the boot needs greasing. We paid $300 for front brakes, and $300 for the rear brakes and we continue to have screeching brakes. They said they would refund the rear brakes, but we have not seen that refund. We are taking the car to the ****** dealer Tues. 9/19/23 to get the car fixed. We want a refund for all services done.
Business Response
Date: 09/25/2023
Please be aware that customer has been refunded the money from her original transaction
Customer Answer
Date: 09/25/2023
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.
[As of todays date, 9/25/23, I have not received any refunds for any services from VIP *******. I have taken my car to ******************* and they replaced my front brakes again. ****** said the clips crumbled in their hands that VIP put on. I paid $650 for this service with Subaru. VIP said they would cut us a check for the service that they had performed. No refund has been received. ]

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,
*****

Business Response
Date: 09/26/2023
After speaking with the store, we will be refunding the customer for the rear and front brake ********************** performed at our ******* location on the 2019 ****** Forester. Technician states that he did test drive the car under normal speed and operation and there was no noise or issue. As for the part replaced by ******, they have reached out to get the old parts back but we have not heard back.
Invoice #********** dated 8-10-23 in the amount of $277.66 will be in a form of a credit on the ******** credit card used for this transaction. Please allow 3-5 business days for credit to appear. Transaction #********** dated 5-23-23 in the amount of $505.03 will be paid out via check as transaction is over 60 days old and credit card refund is not available. Check will be mailed out Tuesday, October 3rd via certified mail.
Initial Complaint
Date:08/31/2023
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.
On July 27, 2023, my **** **** F150 started leaking fuel. VIP Tires & Service was the closest service dealer I could drive too safely. The following day, I picked up the truck and paid $341.41 for them to replace/repair a fuel injector. The truck ran rough and wanted to stall on my way back home. A couple days later, I inspected the truck and found that the mechanic(s) had treaded all over the front bumper leaving dirt and footprints from end to end. I was devastated as the truck had a new paint job and the finish was ruined. I called VIP and spoke with someone who said they would buy me a new bumper. I said there was nothing wrong with the bumper but their mechanic had destroyed the finish. He then said he would reimburse me for the repair, but I have not received any payment. In addition, on August 6, 2023, I had to take the truck to another mechanic near my home and they charged me $60.00 because the mechanic at VIP did not reinstall a vacuum line and that is why it was running rough and wanted to stall. I do not use the truck on a daily basis and have been working hard on restoring it. I just want to make it clear that the mechanic at VIP was very inconsiderate and disrespectful to the way they treated my truck.
Business Response
Date: 08/31/2023
On 8/22, customers credit card used at time of service was refunded in the amount of $341.41
Customer Answer
Date: 09/01/2023
[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 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:08/11/2023
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 dropped off my vehicle at VIP in *******, ***** to have the steering and the ***** BRAKES, ONLY, looked at. On August 7, 2023 they finally brought my vehicle in after sitting on their property for a week! On Wednesday, August 9, 2023, a personal incident happened where I was sitting on the grass away from the shop but in the property. I tried calling **** to ask him if I could please put my stuff in my van and I would walk somewhere. When I called **** answered and was very rude saying I have no update for you, I cant talk to you and he hung up the phone on me!! I contacted corporate to see if they could ask **** for me. Within an hour, **** came out and said we have a problem here, you can not sit on MY PROPERTY, with your stuff. He asked why I contacted corporate, I said because I called you to only ask if I could put my stuff in my van and you wouldnt even let me ask a question and you hung up on me. He then went back in and then came back out shortly after & said u can put ur stuff near the bay and we will make sure its safe. Also you, (meaning ME), had to call corporate back and tell them everything is ok so my boss will get off my back!!! *** tried to call and get an update and he told me my rear brakes, the whole system, was bad and needed to be replaced. I told him no but he said he cant put it back together and it was taking up a bay in HIS garage! He would not listen to anything I said. He told me my vehichle would be done by the end of the week and also said that the steering issue at the high end including parts, labor and taxes would be $350 & the low end would be $300! For a steering wheel bearing??? Then my REAR BRAKES, that I NEVER even wanted checked would be between $800, low end & $900 high end. I told him again I dont have the money for that but he refused again to put it back together. Then he said $1,400. If we go to the high end of both its $1250. He has been very rude to me & also ***** had been rude on the phone also!!!
Business Response
Date: 08/16/2023
This was resolved at the Arundel location by the Manager and the District Manager back on August 11th. Repairs were completed.
Customer Answer
Date: 08/16/2023
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.
I DO NOT accept this response from the business. My concerns were never fully addressed by this business!! My vehicle is worse now than when it originally went in for repair to VIP in ******* *****!! Please see attached. If my vehicle was safe to drive, I would be driving it.
1 picked up my vehicle on Friday, August 11, 2023.
I was made aware that they had discounted my bill from just over $1,400 to just over $700.
This came from the District Manager according to ****. The District Manager & **** said that my vehicle was perfectly safe to drive. I was told by **** to drive it out of the garage. No one was available to drive it out for me per ****. I drove approximately 3 miles when I had to pull over due to my front end shaking so badly like I was driving over a rumble strip that was never ending. I immediately called **** and asked him about what could this be? He said it's totally safe to drive it was because I needed tie rod ends! Not once was it ever mentioned about needing tie rod ends at the shop or on my paperwork. They never completed the steering job so my steering wheel still has a lot of play in it., to the point it's hard to keep it straight on the road. This sound never happened before I dropped it off for repair. Also, since getting my vehicle back the air bag light on the dash blinks and I have no horn. My front end rubs very bad when turning the wheel and it feels wants to stall when I try to take off from a stopped position. They claimed they did an inspection. This is not safe to drive. My from brakes are also still grinding.
I would also like to add that VIP Only changed the upper steering column bearing and told me it's too labor intensive to finish the job by doing the lower bearing. This came from the District Manager. I was NEVER left any messages!! The district manager NEVER spoke with me directly. The district manager called an ex of mine and left a voicemail on the number. NEVER ONCE did I receive any message from them.
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. Please see attached for more details on this matter. This vehicle will NOT pass an inspection but VIP claims they did a multi point inspection?

FAQ

Regards,
*****

Business Response
Date: 08/21/2023
The District Manager has attempted on numerous occasions to discuss the issues and has left message with his cell phone number for a call back. At this moment, he is waiting for a call back so that this can be discussed further.
Customer Answer
Date: 08/22/2023
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.
I have not even received a phone call from anyone at this business concerning this matter. My vehicle is at a shop as we speak and its much more involved to fix the issue with the steering. VIP didnt tell me half of what was wrong regarding my steering issue! If the person who worked on my vehicle was such a knowledgeable mechanic, in my opinion, I would have been informed that there are actually 4 bearings that needed to be replaced on my steering column. My vehicle was not safe to drive as I was told by **** & the voicemail that was left on my ex partners phone! There is nothing wrong with the tie rod ends either, the shaking in the front end is from the steering column and those bearings could have let go any time and I could have unknowingly hurt someone and/or myself driving my vehicle. How is this safe? I feel VIO was too busy looking for other, more expensive issues to fix on my vehicle so they could get more money from me! Isnt it illegal to have customers walking through your garage? I also seen some of my rear brake parts, shoes, drums and besides some rust, which is normal, they didnt look that bad to me at all. I asked for front brakes to be checked and steering and that was it! VIP took it among themselves to supposedly inspect my vehicle but failed to fix the problems I wanted addressed. If I have to bring this to court, I will. You put my life in danger by not being honest with me!! Like I said, I left my phone number with this business and I have not received any calls or messages from anyone from this business! How can u tell someone their vehicle is safe to drive when you know the problems that need to be addressed and you didnt address the problems that I sent it in for? What if I lost control and hit one of your family members cuz you told me my vehicle was safe?! Full refund is the only acceptable option in this matter.

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,
*****

Business Response
Date: 09/17/2023
We are refunding this customer $706.94 that she paid originally for service. She should see the refund in 3-5 business days. The District Manager finally got a hold of ***** and she is aware that this is the direction we are taking
Initial Complaint
Date:07/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had purchased 4 new tires this past Friday! I had asked the manager prior when he was looking at the rims on my car. I said if I buy 4 new tires can you guys mount and balance them for me with out scratching the c*** out of my wheels or damageing them there literally brand new they been on the car 2 days! His exact words was oh ya I'm not worried about that we do tesla's and all kinds of high end cars it's no problem. Well with that being said they scratched and damaged 3 out of 4 of the wheels and also didn't replace the bad wheel sensor to get the light off in my car well they already had the tires off. which doesn't make any sense to me. To have someone to back and brake the wheel down again to replace the sensor ? And risk scratching or damageing the wheel again! On top of that! They put down on my receipt I was looking at after the fact that I refused road side coverage on the 900$ worth of tires they sold me when it was never even brought up or offer to me. They also charged me for disposing of the old tires when I took all 4 with me ? The rims they dmagaed i just bought are very expensive they are 300$ a peace that's why I was worried about it in the first place. I'm not impressed at all. I would never go back there or deal with them again at this point. How does a professional wheel and tire shop not know how to mount a wheel with out damageing them and scratching them all up!!?? No need of it! Not impressed at all! I have pictures of the damage but it will not let me upload it. I'm not sure why says the files to big
Business Response
Date: 08/04/2023
Our Manager of the ****** VIP Tires & Service has reached out to ****************** to have him call so that they can get this addressed. He has not heard back.
Initial Complaint
Date:05/23/2023
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 had my truck taken to VIP for brake service. They called me and told me the brand new rotors were cracked and that the tow truck driver must have engaged the parking brake so hard that it cracked the rotors, which is almost impossible. I was also there when the driver engaged the parking brake. He simply used his hand standing outside of the truck. They then charged me for new rotors and attempted to charge me for calipers I supplied. My parking brake cable has been broke in two pieces.
Business Response
Date: 05/28/2023
Note from manager of ********* location where customer brought his vehicle:
****** had his truck towed to ** for a spongy brake pedal. He had performed a rear brake service on his truck himself; he installed new calipers with new pads and rotors. When we brought the truck in it was determined the calipers the customer had installed were installed in the wrong location. In order to correct this, we needed to remove the calipers and put them in the correct location and bleed the entire brake system. While doing this job it was noted that the rotors had been overheated and damaged. One of the rotors cracked and broken. The customer was notified and advised that he would need new rotors and pads. The customer did not want new pads as he just replaced them. We proceeded with his request to correct the calipers with new rotors and reused the pads (not recommended because of the overheating). I have reviewed the work order history on this job and at no time were new calipers suggested or recommended. The comment made by my team suggesting the tow truck driver may have put the brake on too tight ultimately causing the damage to the rotors was purely speculation. I have spoken to my team in regard to this incident and what should have been said is that the rotors had overheated. The customer paid $586.63 which included the new rotors he needed along with reinstalling his calipers correctly with a brake fluid service (bleeding). In no way are we responsible for the damage incurred to his vehicle, all damage was a result of the customer's personal mechanical work on his vehicle.

Customer Answer
Date: 05/28/2023
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,
******

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