Complaints

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

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Virginia Automotive Services, Inc. has 5 locations, listed below.

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  Virginia Automotive Services, Inc.

  6601 Jefferson Davis Hwy N Chesterfld, VA 23237-1220

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  Virginia Automotive Services, Inc.

  11006 W Broad St Glen Allen, VA 23060

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  Virginia Automotive Services, Inc.

  11530 Hull St Rd Midlothian, VA 23112

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  Virginia Automotive Services, Inc.

  7805 W Broad St Henrico, VA 23294

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  Virginia Automotive Services, Inc.

  3221 Oaklawn Blvd Hopewell, VA 23860

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:05/22/2025

  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.

  05/16/25 I went to this shop and was asked it I had any warranty I show my GWC warranty which I have a zero dollar deductible, I was informed of the diagnostic fees up front and they would need to get approval from the warranty for the repairs in order to cover the deductible for two separate issues, (sunroof not closing/washer fluid not spraying on the front windshield) the same day I was informed via text that while doing both diagnostic, that both issues were resolved, I called the shop talking to ***** and he said my tube was torn that caused the issue for the washer fluid and the spring in my sunroof was blocking the sensor on the motor causing the sunroof not to close, I never was asked from this shop to do any work or repairs, any work outside of the diagnostic was unauthorized and outside of my knowledge. ***** explain we just straightened the spring and your warranty denied covering the diagnostic fees due to no parts or labor. The diagnostic was not thorough and the straightening to the spring failed which is why my sunroof issue still remains( I never authorized any free repairs or work to my vehicle prior to the shop knowing that the warranty denied the issues, no communication was giving to me of their free work. I spoke to my warranty they informed me that these issues were covered under my warranty...again my warranty has no claim regarding this shop in there system. I followed up with my warrant on 5/19/25 spoke to a representative names **** she said no claim was in their system under my information regarding this shop and any denial of claim, I explained to Mr ****** on 5/19 sunroof issue unresolved not closing, I paid out of pocket for both diagnostic and the issues still not repaired to the sunroof 05/18/25... This shop did unauthorized work on my vehicle and my sunroof is not working this shop didn't do a thorough diagnostic in my opinion for either issue and they did unauthorized work to my vehicle the sunroof issue is still unresolved .

  Business Response

  Date: 05/30/2025

  Complaint BBB case#********

  Ms. ***** ****** came to our shop with concerns about her windshield washer and sun roof.  While talking with the Service Advisor, Ms. ****** was asked if she had a warranty company to cover the repairs. She was instructed that she would have to pay for the diagnostic if the warranty company did not approve. She signed our paperwork that she did understand that she would have to pay diagnostics. I have attached a copy of the invoice where she signed she understood. While Technician was diagnosing the two issues, they found that the washer hose had a split in it and went ahead and repaired it through the diagnostic. On the sunroof he found that the spring rods were bent and catching the sunroof. He went ahead and unbent the rods and the sunroof was operating. Once again that was done under the diagnostics. We contacted her warranty company to open a claim so her warranty would cover it. The claim was denied because no parts had to be put on the vehicle. When a warranty company denies a claim, they do not open a warranty. 

  When she left, both of the issues were fixed as far as we were concerned. Ms. ****** was upset that her warranty would not pay for the diagnostics. She claimed that the sunroof was closing and opening hard. We asked her to bring it back to our shop so that we could check it for her at no cost. She did not return to the shop. We are willing to help determine the problem at no further charge to her. If something does need to be repaired with new parts, we will request that they open the claim for us to fix the issue. 

  We feel that we have extended a hand to her to help resolve the issue, but she has not come back in. 

• Initial Complaint

  Date:04/11/2024

  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 took my 2011 ****** Versa in to have a state inspection done. I was informed that it needed a new muffler to pass inspection along with wipers and a few lights. I agreed to have all of it fixed and pay using their finance service Koalifi since I didn't have the $975 they were asking. I was told the car would be ready the next day. I went to pick up my car only to find out that it wasn't even running right at all. It seemed like it was sputtering out of the exhaust. I went back in, told the manager that this wasn't happening before I dropped it off. He followed me back outside, started up the car, and drove it around the block and said yeah, it wasn't doing this at all when you brought it in. He said he knew it wasn't because he's the one that parked it out here. I left the car there again to have it looked at only to have them say in a phone call later it needed another $700 worth of work. How does it go from running just fine to not running when it's only been sitting in their garage? I can't wrap my head around that. He even showed me what he said were my spark plugs telling me how they were bad. My car was parked in the parking lot outside of the garage so did they remove the plugs out there in the parking lot and not in the garage? Plus on the bill the spark plugs cost $179. What? Even the best plugs don't cost that much! I had a similar problem last year here, I brought the car in last February and had subframe bushings and a motor mount put in. Hours after getting it home the airbag light started blinking and has never stopped. I did bring that up today when I was up there complaining about this extra cost and the lady there said was a recall on it for my car. I went to ***************************** when I got home and keyed in my vin and it says I have 0 unrepaired recalls on my car. I feel like this place is scamming people, overcharging and also creating more problems than what people had when they came in for.

  Business Response

  Date: 04/25/2024

  The owner, *************************** has come to an agreement with Mr. *************************** as of yesterday the 24th of April. We gave ******************** a refund for the tune up that was done on his vehicle. We wrote our check #***** for $303.00 to him for a refund of this expense. We feel that we have done what we could to keep our customer satisfied. We hope that we will have a continuing relationship with him if you needs help with his vehicle again. Please feel free to contact *************************** at ************ of you have any further questions. Thanking you for your help in clearing up this issue. 

  Customer Answer

  Date: 04/25/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***************************
  
  
  
  

• Initial Complaint

  Date:02/27/2023

  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 paid Virginia Automotive Service total of ******** for repair work on my car. they charged me ******** to remove and install front CV axle & assemble (both sides). This was for the front Axle replacement. About 6 months later, I took my car in for regular maintenance. The shop that did the maintenance check said I need new front axles right away. I told him it was replace just few months back. He said the front axles were not replaced. He showed, the axles that was rigged with what looked like zip ties and it has all kinds of yellow goop all over the front axles. This is what the shop that did the maintenance work said "both front cv axles boots leaking. RF CV Axle boots hanging off completely, almost no grease left, both need to be replaced. Customer states they were just replace". I am seeking a full refund for the axle repair and also to have another shop check rest of the work they provided. The other part was to replace drive shaft assembly for ********. I haven't been driving my vehicle as it isn't safe to drive it was axle being held with zip ties. Virginia Automotive service has offer to refund me ******** (the amount the second shop would charge to replace the axles). So, they not only not do the work stated in the invoice, but it also seems they over charged me as well.

  Business Response

  Date: 03/06/2023

  We have refunded ***************** $1,843.19 on February 27, 2023 which is the total amount of the axle repairs to her 2010 ******** ***************** you.

  *********************

  COO

  Virginia Automotive Service.

  Customer Answer

  Date: 03/08/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************