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.

If you've experienced an issue

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:05/09/2023
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 changed my oil not long ago and when I drove away my car made a horrible sound and I had to go back. Apparently, it was a new technician who did not attach the screws or skid plate properly. He used zip ties to tie this in place and did not tell me, I only found out later. ******* the manager keeps telling me he will fix this but never does. He was there the day this happened. I feel like this is dangerous and this makes me very nervous to be driving around like this.
Business Response
Date: 05/10/2023
Customer has been contacted by the district manager of this location, parts have been ordered to resolve issue
Customer Answer
Date: 05/13/2023
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.
Hello, I went in Friday at 4:00 and they said they fixed it but when my son and husband looked at it Saturday, they had not. My husband brought it in and they said they would order the parts and try again next week.

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: 05/15/2023
I have reached out to the location for explanation of the situation..
Customer Answer
Date: 05/16/2023
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.
Hello, sorry I don't know what this means?-
I have reached out to the location for explanation of the situation..

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: 05/31/2023
As far as I am aware, repairs have been done and everything is all set.
Customer Answer
Date: 06/01/2023
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 # ********.
**** the manager told my husband he would order the parts and call ** when they came in but that was a couple of weeks ago and we have not heard back. I feel like it is dangerous driving it the way it is so I hope they come in soon.

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:05/06/2023
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.
Went to ******* location on Wednesday May 3rd 2023 to have summer tires put on. Was in the waiting room for 2 hours before being told that they broke my bolt and wheel bearing on the front passengers side of the vehicle and that they would need $470(approximately) to fix what THEY BROKE. I declined to have them repair it (why would I trust them when they broke it in the first place?). They then said it would be safe to drive it home on 3 bolts and a broken wheel bearing so I did. My husband went back in Thursday the 4th of May to file a complaint and they said "well it happens" and said they would give me a call. They never did. I will never be returning to VIP again. Went in and my car was fine, left with a broken wheel **************** and no way to get to work for the next 2 weeks. I am sickened by the customer ********************** in this place and I feel taken advantage of because I am a woman and inexperienced.
Business Response
Date: 05/10/2023
The district manager of this location has tried to contact customer numerous occasions but there is no voicemail available and they can't leave a message to have her return the call. Please note that there was a miscommunication and that the bearing was not broken, it just needed to be split apart to fix the stud. They also have her scheduled for an appointment this week to have it fixed.
Customer Answer
Date: 05/10/2023
[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:03/30/2023
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.
I walked into there just for a basic oil change. They proceeded to put the wrong oil in. I drove 4 miles before noticing something was off. I tried to put my foot onto the ground and I noticed it was in limp mode due to them putting the wrong oil in. I drove it back and they said we put 5w-30 instead of 0w-30 which my car calls for. I drove it home thinking everything was all fine. Next morning, I wake up and decide to go for a drive. I was curious to see any codes I had on my car after driving 9 miles on limp mode. Cam sensors went off as well as random cylinder misfires non of which were there beforehand. I would like to let you guys know I will not be paying for any repairs due to the negligence of the employee who put the wrong oil into the car.
Business Response
Date: 03/31/2023
Manager of VIP ******* has spoken with customer multiple times. Vehicle is currently at our shop waiting to be towed to *************************** in ******. Customer has asked to have third party diagnosis performed to determine if the check engine light was caused by the mishap with the oil change. We have set an appointment for the diagnosis on 4/13/23. We will have the vehicle towed there as soon as possible is case they can get it in any earlier.

Tell us why here...
Customer Answer
Date: 04/11/2023
[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.

I am still waiting for a response on the car from *************** After this, we decide whats wrong with the car and how it will be addressed.

Regards,

**********************************
Initial Complaint
Date:03/21/2023
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 for an oil change in December 2022. When I went for my next oil change the mechanic was unable to remove the drain plug. I spoke with the manager who swore and said that it wasn't his problem. The other place didn't know what they were doing. The manager ** refused to look at my car and refused to help schedule an appointment.
Business Response
Date: 03/23/2023
**************** has been contacted and will be meeting PJ at the Waterville location so that we can change his oil and address his concerns regarding the drain plug issue as stated by another facility.
Initial Complaint
Date:03/08/2023
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.
On February 16, 2023, I went to VIP in **************, ***** for a free brake inspection. I was told that the rear brakes would fail the inspection and that the front brakes were close to failing the inspection. The estimate to repair the brakes was $1,435.53 + tax and fees which is more than I net in social security in a month. I brought my car to the dealership for a second opinion and they said my brakes do not need any work. I brought my car to an independent garage for a third opinion and they said my brakes do not need any work. This is disgraceful. The business should be fined and investigated for fraud. The business should be shut down. I advise customers. especially senior citizens to run not walk away from doing business with VIP
Business Response
Date: 03/10/2023
The District Manager of this location has reached out to *** and they will be meeting in ******** on Thursday, March 16th to go over this complaint.
Customer Answer
Date: 03/20/2023
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 agreed to meet with the VIP district manager to discuss my complaint but do not agree that this is a resolution to my complaint.

On Thursday, March 16, 2023, I met with *******************, VIP District Manager at their ******** ***** location. As I watched, he removed all the tires from their wheels and did a visual inspection of each wheel's brakes, and then used a break lining thickness gauge set on each of the wheels.

His conclusion was that the front left braking pad was at 5/32 the front right braking pad was at 6/32 and the rear left braking pad was at 4/32 on the top and 5/32 on the bottom that the rear right braking pad was at 5/32 on the top and 4/32 on the bottom. These measurements are substantially higher than the 3mm front braking pad and 2mm rear braking pad measurements I was giving on 2-16-23 at the free brake inspection.

The District Manager told me that no brake work was necessary at this time and that the technician that performed the initial inspection on 2-16-23 had not removed the tires from the wheels.

The district manager gave me $300.00 in coupons for free services to resolve this complaint. I asked for $1,500.00 as full restitution for the incomplete inspection and unnessary repairs that I would have paid for had I approved the repairs on 2-16-23 without getting other estimates. The District Manager declined my resolution.

Restitution of 20% is unacceptable to me

Thank You

********************************
Business Response
Date: 03/20/2023
As the customer did not spend anything at this location for the diagnosis or work recommended we don't agree to the refund request. If customer had the work done as suggested then we would have refunded him. As no money was exchanged, no refund is necessary.
Initial Complaint
Date:03/03/2023
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.
A little over a month ago, I had an issue with my vehicle so I took it to a VIP location and had the Batter replaced at $275.00 the issue was not resolved so I took it to a more experienced Repair facility (The Vehicle is a newer model **** The new mechanic found that the battery was the wrong one and not installed properly. I s went to VIP with all of the paperwork to seek a Return and to credit my purchase. First I was told on a Saturday while they were wide open they do not do returns on a Saturday So I called and spoke with the ****************** manager ** who indicated that he would credit the account just bring the battery back. The battery has been returned and they have not credited the account. They have provided very poor service on this issue.
Business Response
Date: 03/10/2023
Refund was issued to customer back on 3/2/23 in the amount of $219.43 on the Master card that was originally used for the transaction.
Initial Complaint
Date:02/28/2023
Type:Product 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 September 3, 2022, my partner and I were driving from ******** to ******, followed by ************** and *************. Shortly after crossing the border, our car started having problems. We decided to take a risk and drive to ************** our way there, I made sure to make an online appointment with VIP Tires & Service. We arrived at the shop and met with *****. Due to the holiday, they would only be able to undergo a diagnostic on Tuesday or Wednesday (Sept. 6 or 7, 2022). I asked if it would be OK with them for the car to stay at their shop for the week, since we were travelling and that coming back for the car right after the repair would break up our vacation time too much. He said it wouldn't be an issue. On Tuesday, Sept. 6th, someone called back from the shop with a diagnostic (not *****) and explained that the issue was the water pump. The repairs would cost 800 US dollars. My partner was confused as he had gotten that fixed a few weeks prior to our trip. My partner called his mechanic back in ********, who agreed to refund him the full amount if we brought him back the water pump he had installed. I called back VIP Tires & Service, explained the case and asked them to keep aside the water pump, which they agreed to. When we picked up the car on Sept. 11th, they claimed they weren't aware about having to keep the water pump aside! I asked if they could ship it and they said sure. I called back, asking for ***** but was told he was away on jury duty that he would call back upon his return. I haven't heard back since so I haven't been able to get a refund for the old water pump. To add to this, in January 2023, we brought the car for work again and the garage said that the only "work" done on the water pump was adding some sort of glue! We had to pay repairs on a water pump again because of VIP Tires & Service's shoddy work.
Business Response
Date: 03/02/2023
In speaking with our Manager of the Burlington location he informed me that yes, they came in on a trip from ****** and had an issue with their car overheating and stated that they had work done on their car back home (had the water pump replaced). Once they inspected the car, they found the water pump had not been replaced at their garage in ******. It looked like just the gasket was replaced. This was explained to the customer and explained that the bad gasket had caused the water pump to go bad and they would need a new one. They agreed on the price and time frame, so they finished the work. When the customer came to pick up the car they asked if we still had the water pump and I said no we didn't but that I would look in our scrap metal bin and see if i could find it. If found, we would ship it to them. When he was called a few days later asking if it had been found, they were told unfortunately it was not. He did inform them that their receipt from VIP should be enough for the auto shop that had just done work on this part to refund them. Customer then said OK, sounds good and that was the last communication between them and our team.
Customer Answer
Date: 03/02/2023
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.
This is not what I was told during my last phone call. I called and the gentleman on the line said he didnt know where the part was, and that I would need to speak with *****. He said that ***** was on jury duty so he would leave him a message and call me back upon his return. The call back from ***** never happened.

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,
Karolina

Business Response
Date: 03/12/2023
*****, the Service Manager of this location has reached out a couple times via phone and has not heard back from customer. Please have customer reach out to ***** to get some closure to this complaint.
Initial Complaint
Date:01/14/2023
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.
My car was dropped at center Street VIP in ****** ***** for an alignment. I had just replaced all my front end parts struts tie rod ends etc. As well as my two rear shocks. I dropped my car off around 2:00 and returned around 4:10. I was informed by *** that ********************* was going to come talk to me the manager. When I went out back to look at my car *** and another tech named ***** told me "some dummy that didn't know how to work on cars was doing my alignment and broke my camber bolt". I was informed by *** and ***** that they were both *************** and are going to be able to handle the problem. No heat was used to adjust the bolt is what I was told. I stayed until 5:10 waiting to get a reply from somebody. *** then came out and told me I needed to find a ride home because my car was staying overnight. Him and his tech had gotten an air chisel stuck in where the bolt was on my control arm in an attempt to get the broken bolt.needless to say from there it turned into a huge argument where I was informed by *** it doesn't matter what I say it doesn't matter if they broke the bolt my cars staying or they're going to put a regular bolt in the control arm and send me on my way. I was told by *** to get a sleeping bag and I could sleep in VIP because they were not helping me get home and he did not care or was it his responsibility. I was never called about them having an issue with the bolt I was just told after arriving. *** repeatedly told me he was going to call the police on me because I was insisting they fixed the car or pay for me to get home. ******************* kept telling me it's whatever I don't care I don't care in front of other customers, all of his employees there laughing about it. I went back the next day to pick up my car and my alignment is still out and now my tires are being chewed up from the bad alignment. ******************* told me he dont care about any of it and he still was trying to charge me. He needs to be fired. Someone needs to reach out corporate
Business Response
Date: 01/18/2023
Our Manager of the Auburn location couldn't acquire the part required to finish the job until 7AM the next day and the vehicle was not safe to drive. ****************** offered to pay for an uber, taxi or give ****************** a ride home. The district manager for this location did end up giving ****************** a ride home and we did not charge him for any of the services performed on his vehicle.
Initial Complaint
Date:12/20/2022
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.
Started to have sounds coming from my 2009 ****** Camry. Went to V.I.P. tire and service where I go to fix my car. Seem to be the Struts ,the car was due for them ,going to do all four wheels. The cost was Parts $1021.51, Labor $352.99, Shop Fee $34.95,and Tax $71.51 Total *******. Job done lessen noises . well had oil changes, wheel rotation. etc. through out the year. Letting V.I.P. know I hear noises once in a while they see nothing wrong. about a year later or so the noise became more offen. It sounded like coming from brakes in rear. Back to V.I.P. to have rear brake job on 7/24/22.The noise was ****** again ok. Went for tire changer over 11/6/22 and they found I need a sway bar. May *********** for Sway bar and alignment on 11/11/22. At this time they told me that one of my struts were a different color like it was newer then the other one. Well I told them they did all four wheels, And then they said they will look into why it was that way. Ok I came back a week an a half later to find out what happen .and at that time found out they never change all the strut. So we made appointment to do Inspection and have struts done right at no cost to me on 12/18/22 . then on 12/17/22 I drop my car off at V.I.P. that night. They called me that nite to let me know that we need to talk about the strut and make different appointment time to do them. I pick up my car on 12/18/22 and service manger was no there to talk with. so then I stop at V.I.P. on 12/19/22 to talk with manger. at this time thy aid that only one strut was done in front and rear were never done ,ok so his offer was to pay me back for the rear strut parts but that there was no labor charged to me ,only was charged for labor on the front wheel work. this is not a fix I paid for a service that service was for all four strut to be replace and that is what should be done at no charged to me I all read y paid for the service charged not bill right is not my wrong doing.
Business Response
Date: 12/21/2022
*************************, our District Manager has reached out to ********************* We will be giving a FULL refund in the amount of $1,480.96. Also made arrangements for them to visit our Shelburne location next week to replace the rear struts and front struts at no charge.
Customer Answer
Date: 12/23/2022
[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:08/30/2022
Type:Sales and Advertising 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 a flat and called around as I didn't have much money. VIP said they could get financial help via GM, but when I got there, it would take **** days, so they suggested I use Easy Pay and I would be their first customer. This was 8/25/****** people had to sign me up as they seemed to have little training. Six times I asked what the interest was, but they could not answer and it wasn't on the computer application. They said it was high. I said I was willing to pay 50% (hoping it would be 35%), but I had to sign sight unseen. Then I received the loan information. The interest is ******%. My bank told me this was predatory lending and illegal and gave me steps to do.VIP said they'd check but dismissed it as a third party problem as the loan had already gone through (*******) and stated I could pay it off by 11/23/22, but Easy Pay plans on taking money out of my account twice a month and my little paycheck pays my mortgage. There is no money there to take.The invoice is ********** is ******* and Easy Plan's interest is ******* or a total repayment of 3229.44.Should I be doing this against Easy Pay, VIP or both? I included 4 documents, but there are a lot of pages of fine print. Do you want?VIP's bill is
Business Response
Date: 09/01/2022
Each customer at ********************** is offered the option to take advantage of financing. The customer must accept or decline financing prior to moving forward through the next steps of any transaction. This process is entirely electronic and under the control of the customer. When a customer decides to apply for financing,they are prompted to apply to ********* for a ******** credit card. Only if the customer is not approved does it even offer Easy pay as an option. The customer must again accept to move forward and apply for financing with Easy Pay. The customer again fills in all of their personal information and submit the application for approval. Easy pay is a separate company from VIP entirely and is offered as an alternative payment option. Once a person has to personally signed up with easy pay and been approved it is now their debt not ours. As a company we do not offer personal payment plan for customers on services.
Customer Answer
Date: 09/01/2022
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.

I was never informed of the interest rate before signing. I was forced to sign under duress. I was told the interest rate was high and I said 50% was okay. I never approved a ******% interest rate, nor was this given to me until after I signed. I'm dealing with cancer and a whole bunch of other stuff and was not my usual careful self. I feel that I was taken advantage of because I had a very flat, flat tire and didn't know how to proceed, nor was I given other options. If I'd been thinking clearly, I would have gone elsewhere.

Regards,
*****

Business Response
Date: 09/08/2022
VIP will be sending a check to cover this charge in the amount of $1,064.77 due to the miscommunication of the service being offered in regards to Easy Pay.

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VIP Tires & Service is NOT a BBB Accredited Business.