The Color Wheel

While we always stand behind our work and go beyond to satisfy customer expectations we do not feel that any further steps are warranted We feel that we have taken the proper steps to address this concern To reiterate, the customer had a inspection performed at our facilityThe customer was not charged for the service Lug nuts may or may not have been left off at our facility We addressed the lug nut issue (even though it is unclear if it was a 3rd party mechanic or VTA that caused the issue) We aim to treat every customer with respect Obviously, this customer is unhappy with the experience We are sorry that the customer did not feel comfortable with the experience; that is certainly not our intent We have discussed this situation internally and addressed the employee involved We wish this customer the best and we are sorry that we are not able to overcome this customer's hard feelings

We have refunded the customer the diagnostic fee Our apologies for the miscommunication

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me They have also corrected the warning light problems I encountered and the low oil pressure light staying on at slow speedsI am satisfied with the refund and the work they performed on my car I have been a year customer and usually have no issues with their service.They stand behind their work and make an effort to correct issues that may arise from their service Regards, [redacted] ***

We have spoken with the customerHe will call us to schedule a time to visit with the store manager to discuss his concern when he returns from vacation on April 28thWe look forward to finding a solution that works for all parties involved

we have spoken with [redacted] and we have agreed to address the noise at no charge. [redacted] is brining in his vehicle on 10/17.

This issue has been resolved. We refunded the customer the money he paid for the flushes. On our end, we are going to reach out to *** and find out what exactly was the reason for saying we did not perform the service correctly

Below is a recap of the customer's recent interactions with Virginia Tire & Auto:Customer came in on 5/14/(inv# ***) for check engine light diagnostic and a knocking noise. Found code *** and *** (system too lean on bank & 2). Found PCV hoses collapsed, causing
vacuum leaks so we recommended PCV connector to be replaced. Also recommended a fuel induction service due to the lean condition. Knocking noise was coming from the front sway bar links and the front ball joints had excessive play on both sides. Customer approved both services and repairs were completed without issue. Customer returned 6/4/(WO# ***) stating that the vehicle was running rough and was hearing a whistling noise. Technician found the vehicle to have clogged catalytic converters, very low exhaust flow out of the tail pipe. We recommended replacing the catalytic converter and all four Osensors. Last conversation with customer was that he would look online for the catalytic converter. Work order is still currently open. There was no check engine light on when the customer returned and the codes that were present in the system when we did the original repair were not present. There is no indication that the repairs performed caused any further damage or that the same issue has returned. Customer is experiencing an entirely new issue. We also have no history of any "tune up" repairs or similar system repairs being performed at our location. We have recommended these services a couple times in the past. According to our records, the customer has spent $on fuel system repairs and $on suspension repairs/tire replacement We are more than willing to help the customer on the cost of the parts or he can bring in his own parts for installation

We apologize for the issue and have refunded the customer their money

Virginia Tire & Auto, the Ashburn location

We have spoken to the customer and resolved the matter to the customer's satisfaction Thank you for the opportunity to address this concern

[[redacted]
 [redacted]
I am rejecting this response because: In...

my last complaint, I requested to keep the $60 store credit (that was given to me because they "could not" give me a full refund in my original complaint in the store) and receive the full refund of the diagnostic because my issue (car shutting off unexpectedly) only got worse since this place could not figure out the problem and the time my car spent at this place only allowed it to get worse (instead of the car shutting off every ~15 miles, it shut off every 1/4 of a mile. A very dangerous issue to have. The person I spoke with assured me that they would indeed let me keep the store credit and provide me with the full refund and apologized and understood how dangerous my situation was. I went for an oil change today and luckily I wanted to make sure the store credit was there before we moved forward with the oil change. Turns out the $60 store credit was revoked from my account. I would like the $60 store credit back into my account. I really wanted to give this place another shot since they agreed on keeping the store credit on my account. I hope that an error occurred and not an empty promise.
Regards,
[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: All of their responses are the same - repeating the same thing and ignoring what I asked for!! A COPY OF THE VEDIO will prove that it was their mistake and not me or my mechanic fault!!!!
Regards,
[redacted]

A credit has been issued to this customer.

The facts as we understand it are that the customer had a VA State Safety Inspection performed at our place of business.  The vehicle failed inspection.  Because the inspection took longer than normal we did not charge the customer for the inspection.  The customer took the vehicle to...

another mechanic for repairs needed to pass inspection.  The vehicle was then returned to one of our locations for re-inspection.  The 3rd party mechanic that performed the repairs states that certain lugnuts were not on the tires.  We were not given the opportunity to see the vehicle to confirm. Our video footage suggests that we placed the lugnuts on the vehicle but as a measure of goodwill we installed new lugnuts on the vehicle.  As such, while we always appreciate customer feedback and want to exceed expectations, we feel that there is no other action warranted.  The customer has been made whole and we have gone above and beyond and addressed the lugnut issue although it is unclear whether it was us or the 3rd party mechanic who left the lugnuts off.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We have refunded the customer the diagnostic fee.  Our apologies for the miscommunication.

[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.]
Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  They have also corrected the warning light problems I encountered and the low oil pressure light staying on at slow speeds. I am satisfied with the refund and the work they performed on my car.  I have been a 30 year customer and usually have no issues with their service.They stand behind their work and make an effort to correct issues that may arise from their service.
Regards,
[redacted]

we have spoken with [redacted] and we have agreed to address the noise at no charge. [redacted] is brining in his vehicle on 10/17.

While we always stand behind our work and go beyond to satisfy customer expectations we do not feel that any further steps are warranted.  We feel that we have taken the proper steps to address this concern.  To reiterate, the customer had a inspection performed at our facility. The customer was not charged for the service.  Lug nuts may or may not have been left off at our facility.  We addressed the lug nut issue (even though it is unclear if it was a 3rd party mechanic or VTA that caused the issue).  We aim to treat every customer with respect.  Obviously, this customer is unhappy with the experience.  We are sorry that the customer did not feel comfortable with the experience; that is certainly not our intent.  We have discussed this situation internally and addressed the employee involved.  We wish this customer the best and we are sorry that we are not able to overcome this customer's hard feelings.

We have spoken with the customer. He will call us to schedule a time to visit with the store manager to discuss his concern when he returns from vacation on April 28th. We look forward to finding a solution that works for all parties involved.