Complaints

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

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Virginia Tire and Auto Service has 14 locations, listed below.

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• 

  Virginia Tire and Auto Service

  8200 Greensboro Dr Ste 550 Mclean, VA 22102-4913

• 

  Virginia Tire and Auto Service

  46655 Algonkian Pkwy Sterling, VA 20165-2809

• 

  Virginia Tire and Auto Service

  10525 Braddock Rd Ste D Fairfax, VA 22032-2248

• 

  Virginia Tire and Auto Service

  6626 Backlick Rd Springfield, VA 22150-2901

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  Virginia Tire and Auto Service

  545 Maple Ave W Vienna, VA 22180-4226

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:05/26/2023

  Type:Service or Repair Issues
  Status:

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

• Initial Complaint

  Date:03/13/2023

  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.

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

  Business Response

  Date: 03/24/2023

  Hi ****, 

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

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

• Initial Complaint

  Date:02/10/2023

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

  Business Response

  Date: 03/16/2023

  Hi ********,

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

• Initial Complaint

  Date:01/27/2023

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

  Business Response

  Date: 02/28/2023

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

  Customer Answer

  Date: 03/02/2023

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

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

  Regards,
  
  * ******

• Initial Complaint

  Date:01/05/2023

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

  Business Response

  Date: 01/17/2023

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

  Customer Answer

  Date: 01/17/2023

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

• Initial Complaint

  Date:08/19/2022

  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.

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

  Business Response

  Date: 09/21/2022

  To whom it may concern, 

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