Complaints

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

close

Find a Location

VIP Tires & Service has 58 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  VIP Tires & Service

  24 Harriman Dr Auburn, ME 04210-8300

• 

  VIP Tires & Service

  520 Lisbon St Lewiston, ME 04240-6515

• 

  VIP Tires & Service

  485 Sabattus St Lewiston, ME 04240-4112

• 

  VIP Tires & Service

  137 Camden St Rockland, ME 04841-2535

• 

  VIP Tires & Service

  1238 Main St Sanford, ME 04073-3662

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:03/08/2025

  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.

  3/8/2025 took car to VIP auto in ************* for front brakes (was told last visit needed done for inspection). Was called and told needed rear brakes done as well and that there was a recall on steering wheel bolt. Told them to do brakes as needed and they said could not fix steering wheel recall. Had to go to dealer. Called dealer who reported there is no such recall on our vin number. Called vip and discussed and they said would not clear for inspected until recall fixed and there is no such recall on this car. I heard them in background say a past fire fusion they had to pay 5000 because it was cleared and something went wrong on steering bolt. Not directed at me. But baseline there is no recall on our vin and they still charged us for inspection and said it failed for rear brakes not good when we paid and have need billed for rear brakes and pads. Not resolved. Now not sure if rear brakes were done or not or if needed to be or not.

  Business Response

  Date: 03/12/2025

  We've spoken with the customer to address a miscommunication regarding the service performed. She was under the impression that she would receive a sticker upon completion of the work. Had she known in advance that the steering shaft issue would prevent this, she would not have approved the service. After discussing the situation with her, she requested a refund due to the lack of clear communication. We agreed to issue the refund.

  Customer Answer

  Date: 03/12/2025

  [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:03/04/2025

  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.

  In September of 2024 I had all BRAND NEW tires installed and rotated, balanced, mounted, aligned the whole gang. November rolls around and I need a wheel bearing replaced in the drivers side rear. They replaced said wheel bearing. Checked my alignment and everything was fine. December rolls around and I get an oil change. They do another (VIP) oil change and another alignment check and say everything is fine. Flash forward to this past Friday and I ended up on the side of the road with a flat tire IRONICALLY the same one they replaced the wheel bearing on just a short few weeks ago. Upon looking at SAID TIRES THEY WERE BOTH COOKED. Like beyond destroyed and mind you Ive only had them since end of September. Saturday morning I explained the situation I was not happy as this was not my fault and they messed up the alignment. They threw it up on the lift and then diagnosed that I had a bad control arm. IRONICALLY AGAIN this is in the same tire that they just replaced the wheel bearing on less than 2 months ago. Hmmm something isnt adding up right because there was NOTHING wrong with my alignment supposedly when they have checked it the last 3 times my car was in. There was also NOTHING wrong with my car before they changed the wheel bearing either. I was told well the guy that did the wheel bearing wouldnt have noticed if the control arm was bad because hes not the most observant and if hes not looking for it than he wouldnt have seen it. But the guy whos looking at your car now is the best guy thats certified that we have and he did all the original work on your car. the store said I can work on the price for you but you didnt accept the maintenance ++ package so there isnt much we can do. I have placed a few called to the cooperate office with no return.

  Business Response

  Date: 03/09/2025

  Hi *******,

  
  We appreciate you giving us the opportunity to take another look at your vehicle. To help get this resolved as quickly as possible, we picked up your car ahead of the dealerships availability.

  
  Heres what were doing to make things right:
  - Were covering 100% of the cost of your rear tires due to alignment wear and 50% of the cost of your front tires. That means youre getting four new tires and an alignment for just $171.68.
  - We also provided a free hour of diagnostic work to investigate the coolant leak and get a full picture of your vehicles condition.

  
  During our inspection, we found and documented the following:
  - Loose bushing on the left rear knuckle
  - Play in the right front lower ball joint
  - Oil leaking from the oil filter housing
  - Coolant leaking from the upper coolant hose and thermostat housing
  - The estimate for these repairs came to just over $2,500.

  
  Weve left you a message and **** from the store will be reaching out to invite you in. Wed like to go over everything with you and the technician, answer any questions, and figure out the best plan moving forward.

  
  Let us know when youd be available to stop bywere here to help and want to make sure you feel confident in your next steps.

• Initial Complaint

  Date:12/04/2024

  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.

  Scheduled online only to be cancelled as the local store did not actually have availability. Called the local store to schedule only to have that appointment cancelled the day prior to the appointment. That's 4 weeks I've waited for VIP and now the snow is here and I'll miss classes this weekend. Unreliable business who doesn't care about their customers and shouldn't be allowed to advertise scheduling if they aren't able to honor it.

  Business Response

  Date: 12/09/2024

  Thank you for bringing this situation to our attention. We understand the frustration caused by this experience and sincerely regret that we did not meet your expectations.
  
  We acknowledge that you made an appointment online, and our team did not follow up quickly enough to handle the fact that we are dealing with a very busy season, as well as staffing issues with illnesses and injuries. While our store team did attempt to accommodate the appointment, unforeseen staffing challenges ultimately prevented us from being able to fulfill the request. We acknowledge that this was a letdown, and we apologize for the inconvenience caused by the miscommunication.
  
  Our team made every effort to resolve the situation and offer alternative solutions. Unfortunately, during subsequent interactions, the language used by the customer toward our associates was inappropriate. While we strive to help every customer to the best of our ability, we also expect respectful communication in return.
  
  At VIP Tires & Service, we are committed to learning from experiences like this to improve our processes and ensure clear communication moving forward. Thank you for the opportunity to address your concerns.

• Initial Complaint

  Date:11/20/2024

  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 information was somehow entered as the "default customer" for the ********* location on their end. This meant I was receiving other customers details including their VIN and personal information. I had to unsubscribe from my own updates to stop receiving it as the manager said their IT department could not fix it. Now my number and information is available to other customers somehow. I've called and complained and this is a big breech of information. The fact they haven't done anything about it in months is even worse. I don't know when the issue started, but my number is now sent to their other customers since my visit for replacing my breaks on 11/15/2024.

  Business Response

  Date: 11/25/2024

  We are sincerely sorry that you experienced this issue, *****. Our manager of the Williston store immediately took action upon learning about the issue from one of our desk staff. She had referred you to our ************** as this has never been an issue before and she was unsure how to handle it. However, our manager reached out to our IT department who investigated that it was a glitch in our Point of Sale software that happened only in specific instances such as web appointments that left off information or customers who met certain criteria. We understand how frustrating and unnerving it is to have information out there that you did not intend or give consent, and worked quickly to resolve this issue. On 11/20, our IT team confirmed that the issue was fixed and our manager has since been attempting to contact you to let you know however we have not been able to connect as of 11/21. We do recognize the severity of the breach of trust and will be happy to work with you to earn back that trust. Thank you. 

  Customer Answer

  Date: 11/25/2024

  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. 

  There is no response. The email generated from BBB is exactly like the last one and nothing more. All the company has done is leave me 2 voicemails during business hours. If it's resolved fine, but that was not detailed here at all. It feels like the lack of effort I have been seeing for months repeated here. What is their resolution exactly because I have yet to get a single apology from this. 
  
  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: 12/03/2024

  We sincerely apologize for the frustration and lack of clarity youve experienced throughout this process, *****. Please know that your concerns are being taken very seriously, and we deeply regret the error that resulted in your email and phone number being associated with a default cash customer.
  This issue is now being addressed at the corporate level. Our internal IT department and technical team are working diligently to ensure that your personal information is removed from any unauthorized records and remains secure, solely linked to your account. This process is thorough to prevent any recurrence, and we will confirm completion directly with you.

  
  We acknowledge and deeply regret that we did not communicate our resolution steps more effectively earlier. Rest assured, we are fully committed to resolving this matter to your satisfaction and are taking measures to improve how we handle such situations in the future.
  Thank you for your patience and for bringing this to our attention. We will follow up with you personally as soon as the necessary corrections are finalized.

• Initial Complaint

  Date:10/25/2024

  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.

  Had four Brand new Tires installed, Wheel Alignment, Tires right terribly also had to go back following day due to a faulty Tire Sensor that was damaged while installing new, removing old tire, Service Manager said it was possibly done by them, however he would not xi the right thing and just replace a $65.00 repair I only spent $709.00 the day before. Also upon leaving Tire shop noticed bad rubbing, thumping on my four new Tires, Tech working on care,ASE Certified did not test drive vehicle, so another half hour of my day due to not doing your job, caring about the safety of your customer, as well as I just do not care.The following day a Wheel Sensor failure appeared on my dashboard, VIP Tire had damaged this when the tire was removed, however your Service Manager on that day refused to acknowledge this as I had my regular mechanic check it before he said it was damaged when tire was removed. Also had a Chrome Cap Cover on my Wheel that seems to not have been on wheel, it was when I got there.Tires are rough, and ride is terrible, and would like some sort if customer satisfaction.I am very nervous having anybody at this location touch my vehicle for service, however I need something done,ASAP.

  Business Response

  Date: 10/29/2024

  Hello *** ******, 

  We apologize as we were not aware there was any issues with your tires, but our manager did reach out to you and offered to process the 30-day ride guarantee that VIP offers all of it's tire customers to make sure that you get the right tire that you like the performance and feel of on your vehicle. Currently, in our support ticket, it states that while we reached out to you and offered the 30-day ride warranty you have not yet decided if you were going to take us up on this offer. We offer this so that if you decide the tires are not performing to your expectations you're not stuck with them. Please reach out to the Rutland store directly to process the rest of this return and so we can make sure you're happy in the tires you ultimately get. We want you to be happy with your service and your tires. Thank you. 

• Initial Complaint

  Date:09/10/2024

  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.

  car went in for a clutch replacement(was a whole kit, clutch, plate, fork, pivot)06/14/2024 and i got it back 06/22/2024 It wouldnt idle at all, had to *** it just to get it to move. They told me i just needed to re-tune... i figured my reader would tell me the issue. When i got home i plugged it in and all my intake sensors were going off. I called them and guy at desk told me to message them on Instagram. I knew 2 of the workers cuz they owned wrx so i was hoping they had the knowledge of the car more. I waited few days and tried calling again. Then i messaged them and they told me to replace the intake cam sensors, did that and was getting nothing from them on fixing the issue. So i went to their website and complained, next i know i got a message of a date when to bring it in. My tuner told me it was the plate on the clutch isnt aligned so thats what i told them, for being a mechanic i would think they would know that. They messaged me letting me know it needed another flywheel. I would think they wouldve replaced it sense their the ones that broke it but i had replace it. When i got car back all it did was misfire, when i send a car to a shop i expect it to be in better condition then i sent it.. Misfired soo bad and you can hear a piece of metal in the motor. I changed the oil and plugs and found a totaled destroyed spark plug. The turbo stopped working i dont even dare to move it. With bad timing i believe the turbo doesnt work properly and i dont recall recall it working when i first got it back but it might've. I did drive it for awhile til i couldnt drive it at all pretty much... figured it would get better. I have had it parked for about 2 months now, i went into a dealership and asked what i should do and they recommended you. I never done this before and just would like my car back perferable back without that sound of metal in it, scares me to hear that. If Possible i do not want them to work on it to be broken even more. Would like Next *** if ok.

  Business Response

  Date: 09/16/2024

  The customer was a member of a local car group that both our Williston service manager, *******************************, and another technician participated in. In late July or early August 2023, the customer contacted me via Instagram, reporting an issue with his clutch or shifter. The vehicle was towed to our shop as it was not drivable. Upon inspection, the technician found that the shifter linkage cables were stretched, preventing the car from properly shifting into gear.
  
  In March 2024, approximately eight months later, the vehicle was towed back to us with a clutch issue. The car would not go into gear or stay running. Based on the symptoms, the technician determined that the vehicle needed a new clutch. The customer requested to supply his own parts as he wanted to upgrade the clutch from either stock or Stage 1. It took about two weeks for the customer's parts to arrive, and we installed the clutch within two days of receiving them.
  
  After installation, we attempted a test drive, but the car did not have a **** Accessport connected. As this car has been modified, the Accessport is necessary for it to run correctly with its modifications. Without it, the vehicle displayed several warning lights on the dashboard and did not run optimally. However, we confirmed that the car could go into gear, move forward, and reverse without stallingan improvement from its previous condition. We informed the customer that the Accessport was needed to fully assess the vehicle's performance and asked him to bring it in. The customer picked up the car but stated he would plug in the Accessport when he got home and update us afterward. Three months later, the customer contacted us, claiming that the clutch disc had been improperly installed and was causing the vehicle to malfunction. We immediately requested that the car be towed back to our shop so we could inspect it under warranty labor, as the customer had supplied all the parts.
  
  The car was towed back for a third time with similar issues as before. We disassembled the components, realigned the clutch and discs, and ensured everything was properly installed. However, as before, the Accessport was still not available, which prevented us from fully verifying the car's performance during a test drive.
  
  We remain committed to resolving the customer's concerns and have made every effort to diagnose and address the issues within the scope of the parts provided. We have been open and honest about needing the Accessport to continue to fully verify the car's performance, which is the customer's responsibility.

  Customer Answer

  Date: 09/16/2024

  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 had a clutch replaced many times without providing my accessport. I dont have any paperwork for going in there for a 3rd  I had the accessport in the glovebox as I told them when it went in there for the 2nd time. I definitely feel that the damage was done from the misalignment from when it went first time it went in. Of course their would be damage when was told the flywheel feel off and was stuck on starter. I can only image what that looks like but the car still starts so seems to do as needed. I had the car idling just fine when the clutch went on the side of the road. I feel I shouldnt be getting it back in worse condition then I sent it. Something broke on the inside of the motor I am guessing piece of the spark plug and I guessing why thats still making it misfire but seeing oil return line covered in oil so car is just getting worse mostly. When I got it back changed oil and plugs and got car to stop misfiring but only brought it to work and back what is less then 5 min drive I take it to Vermont sports car what is about 15 mins and barely made it home. The car still starts and drive but damage is only getting more worse. No power and I believe no turbo so possible vacuum leak. The motor hasnt worked properly sense I gotten it back and had clutch repaired. The car has been parked sense I got back from ******* sport car. Also the misfiring came back after driving after plug changed so possible it be now be a timing issue, I am really hoping its not tho. The car has been sitting sense because i am out of ideas and sense I lost my job from they werent able to fix it first time due to lack of transportation. I dont have the funds to just send it to a shop or tow to one due to the major pay decrease. This is what a dealer recommended me to do. 
  

  The 
  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: 10/16/2024

  We understand your frustration, ***. We can offer reimbursement for the flywheel parts that were paid out of pocket as we should have covered the cost in the beginning. Please submit an invoice for the parts to *************************************** and we will be happy to get that refunded to you. 

  Customer Answer

  Date: 10/18/2024

  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. 

  That wont cover the motor you destroyed for your messed up on repair. I guess the only way to fix this is through court. Sense you ruined my daily it will be sometime til I can get that all sorted. 

  
  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:09/06/2024

  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.

  My mother had her car serviced at vip in ********** vt they said 5 hours then they broke a line which they needed to order so it was another day. The next day they said it needed a sensor this is the second time she has gone there and they have kept her car for 3 days they find things wrong in order to charge labor, shes 75 theyre taking advantage she was desperate because her car was overheating and it was 730 am

• Initial Complaint

  Date:08/01/2024

  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 VIP in ************* to get a new set of tires mounted and balanced. I showed up at the time they scheduled me, to find out they never actually scheduled me so I drove 40 minutes there in a snow storm. Thankfully they got me in and I ended up waiting quite some time. I showed back up to get my truck, parked outside and with a visual inspection they completely damaged all 4 wheels to the point of not being able to be fixed and the wheels them selves without tires ran me over 400 a piece. I called the store when I got home so I didnt cause a scene infront of their customers to be told the manager was out and to call back when he was there which I did. The manager wanted to see pictures which showed the damage done, which I sent that you can clearly see how severe the damage was. Then he wanted me to bring my truck down and drop it off for them to try buffing out damaged aluminum and completely missing powder coat. I explained they cant buff that stuff out, so then the stores manager recommend me dropping the truck off to have the wheels sent out to be fixed which would take months in his own words. The options given werent do able as my truck is the only truck I have that I use for my business that hauls around all my tools, fuel tank etc and I couldnt be out more than I already was with the damage. I called back again to have the stores manager rudely tell me that he would have to call me back as he had customers waiting as if I wasnt one that paid full price for a service and was treated this badly because I was expecting them to go good for it which they didnt and its been months. Along with the damage they took the valve caps off and wouldnt even replace the ones they kept of mine. Ill never recommend this place to anyone at this point and I use to go there frequently as needed.

  Business Response

  Date: 08/08/2024

  Hello,

  We at the store had attempted to help the customer out . He was offered to have us send the wheels out to have the scratches removed as they are superficial . He was not willing for us to do that both times it was offered by the store. The pictures show other damage that was there when the customer came in as seen in his own photos there is curb rash on the bead and there is a lot of delamination from age showing . The customer wanted us to repair all the damage for his used rims and we are not taking responsibility for previous damage but are still willing to get the scratches removed but will need the wheels to do so.

  We have offered reasonable solutions each time the issues was brought to our store team, and each time it was not acceptable to the customer. 

  Thank you.

• Initial Complaint

  Date:07/29/2024

  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 2017 kia ******** to vip tires in ********** vt on June 15th for an engine light an oil change and tune up .. the engine light was a flex pipe piece to the muffler that needed to be replaced and they also said it needed a coolant flush and a front end alignment.. when they said it was ready to be picked up the 1st time I got in it pulled out of the place and it was pulling so hard to the left I pulled right bk in .. they checked it and said omg it needs tie rods which they I'm guessing should of picked up on while doing the alignment so after that was done I again went bk to pick it up and got half way home to ct and it was acting funny so I opened the hood and there was barely any coolant in the car .. so I again brought it bk this time it was the radiator which I was assuming should of been picked up on when doing the coolant flush so again brought it bk and it needed a radiator..well after all this I asked the manager to please make sure it's taken for a test drive and is good to go he assured me it would be and also it needs front tires which I just bought 4 of in April and was told it was due to the tie rod that was replaced I asked for a quote on tires repeatedly and was not given one so I picked it up today July 29th and the coolant is almost filled to the top and I pull out and the brakes which were replaced front and back rotors pads a year ago the pedal is going to the floor and the brake fluid is noticeably filled to the top .. so now I parked it at a friend's tried messaging and calling the district manager and the only person that is getting bk to me is the manager at the store that makes me feel like he thinks I must be brain less to think that's all a coincidence but now I definitely don't want to bring it bk there I asked if there was anywhere else I can bring it I have yet to hear back and I am out almost 3k besides all the hotel stays for 5 weeks and car rental fees same amount of time and my cars worse then when I brought it there

  Business Response

  Date: 07/30/2024

  ******,
  
  You came in for your original service on 6-15-24 for a check engine light diagnosis. You returned on 6-29 to get the flex pipe that was damaged in a prior accident replaced. This was the suspect on the code, as it was an inefficient exhaust system due to the damage. On that visit, our multi-point inspection (not a state inspection) stated that the filters were dirty, the coolant was low (too low to test), the rear brakes were rusted beyond 50%, and the surface area was compromised. Also, we recommended an alignment due to the quick check showing it was out and irregular tire wear. Lastly, we recommended a tune-up based on the mileage. You accepted the exhaust work, alignment, and coolant service. You picked up the car and noted an issue with the steering wheel, so our team had the car re-evaluated.
  
  The second technician noted a loose tie rod in a second MPI five days after the previous visit. The tie rod was replaced, and the Burlington team gave the customer $100 off of the ********************** because we were shocked that the first technician missed the failing part. We were open and honest and communicated our apologies when offering the discount. 
  
  Thirteen days after the vehicle was picked up, you reached out via ****** message with service issues. Namely, your car was leaking what was suspected to be coolant. You youalso had a problem with the tie rods (which was explained to the customer, and a $100 discount was applied for the inconvenience) and that the tires were worn down. The tires were referenced from the first MPI as being worn irregularly, and the five days of driving after the tie rod was missed were less detrimental to the tires than the unknown number of days driving before the alignment and tie rod was fixed. 
  
  You claimed you did not want to speak to the store and wanted it fixed. *******, the District Manager, reached out to you and left two different messages, and received no response via store phone or his cell phone (which was given to you in the first message and subsequent times via email). Email seemed to be the only way to reach you, so the ***************** Manager, *******, and District Manager, *******, proceeded to communicate with you that way, noting that we were concerned about miscommunication via email and would like you to call ******* directly. Because email was our only communication method, it became difficult to understand where you were in relation to the original store that provided you service. We continued to follow policy and asked you to bring the vehicle back to the **********, **, store to see what was happening. It took a lot of emails, but the car finally arrived on the 19th at about 5:50 pm (10 minutes before closing, in which you did not speak to anyone to relay any more information about the vehicle's status). The car was brought in the following day and diagnosed as the radiator being the cause of the leak. 
  
  Based on the time frame for losing coolant and the vehicle being involved in an accident before its first visit to VIP, it was probably leaking the whole time. However, the fluid pooled in a plastic piece under the car and did not leak onto the ground until more fluid was present. ****** was contacted by *******, the District Manager, by phone twice on the 19th, trying to talk with you, but he received no response. The Burlington service manager, *******************, received a call back from you. He explained that the radiator had damage to the bottom portion, which could be related to the accident you mentioned when it first came in, and that the coolant service filled the system, allowing more fluid to leak and overflow the plastic piece and fluid to hit the ground. ******, you indicated you understood, agreed to do the work, and stated that you were going to talk to your insurance company to get the repairs claimed under the accident that happened (this means the original visit with the exhaust repair was included as well as the radiator and any attached services.) 
  
  Our technician let the vehicle run for 30 minutes to ensure the proper temperature was reached and took it on a fifteen-minute test drive to ensure the repair was good. You were informed that the car was ready and asked for it to be locked for an after-hours pick-up. We agreed, and the car was parked outside with no issues noted by the tech. 
  
  You emailed at 5:30 am on 7-29, stating that there were several issues with your car, including that the tires had been changed. ****** was given *******'s phone number again so he could make contact to remedy this, and ***** reached out three times to talk with you and left voicemails ( 7/29@7:20am, 7/29@9:14am, 7/29@1:08pm) and never got a response. You stated that you tried to reach ******* and tried to call ***** back, but was on hold for over two minutes and hung up. Our call recorder, Live Vox, shows no evidence of an incoming call, and ******* received one call at 4 pm while on a conference call. You then contacted the ***************** Manager, who again provided the contact information for the District Manager, *******. She firmly stated that he is the contact person and that VIP is happy to have your vehicle worked on at any of the local VIPs (**********, *********, or *********) should you find that you're unhappy with the service you received at *********** 
  
  At this point, ******, we are waiting for you to please call the District Manager, *************************, at ************ to get your vehicle into any of our other local locations (********* or *********) to be present while they do the inspection of your vehicle with the District Manager, and then have an in-person discussion of what the issues are and how they could have deteriorated overnight after our technician noted that the vehicle was good.
  
  We have diligently offered solutions and continuously provided you with the contact information for management. 
  
  Thank you. 
  
  

• Initial Complaint

  Date:07/29/2024

  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 son, *************************, and I brought his car to VIP Tires and Service in *********, ** to have the alternator repaired on 6/13. We got the car back on 6/25 and was told that to get to the alternator, the water pump and radiator needed to be moved. We were told because of this, the radiator was flushed at no charge to us. All parts were allegedly put back in place. We paid ~$900 for the alternator service and left. The very next day (6/26), we brought the car back to the ********* VIP location because we noticed bolts were missing. Bolts were added and the car was taken home. Shortly after, my son began smelling coolant while driving. He checked the overflow tank and it was low. The car was brought back to ***************************************** on or around 7/12 where we were told there was an air bubble. The radiator was flushed a second time. We were told VIPs printer was down so we were not given an invoice/receipt/record for this service. On 7/14, the car began leaking green coolant (the car uses orange coolant) and overheated. It needed to be towed to my sons house as it was not drivable. The car was able to be driven back to VIPs ********* location on 7/19. It was then that we were told the water pump and timing chain were both completely missing. VIPs Service Manager, *******************, advised he would fix this for $4,200. VIP refuses to take accountability for their actions in damaging my sons car. These parts were not missing before being serviced by VIP. The car is not drivable and has remained at VIP since 7/19. To go in for an alternator repair, only to have parts go missing repeatedly and then be charged for them is not good business and an awful service experience. This has been extremely stressful for my family who already had to scramble to find the funds for the alternator repair. I would like BBBs help to hold VIP responsible and push them to repair the car at no additional charge.

  Business Response

  Date: 08/05/2024

  Hi *****,
  
  Your son's vehicle came in on 6/13 for an alternator. To do this job, we needed to remove the upper radiator hose. We finished this job on 6/25 with mileage of *******. On 7/18, the vehicle came back in at ******* miles with customer stating "the car has been overheating since it left".
  
  We found that there was minimal coolant in the reservoir. He filled it and came to the assumption that it was an air pocket in the system as he found no visual leaks at that time.
  
  On 7/19 the vehicle came back again with no coolant. We then pressure tested the system to find that the water pump was leaking out of the weep hole onto the alternator. 
  
  To do this job, you also have to do the timing kit, as the pump is driven by timing. The customer came back the next day because we forgot three bolts that held the air box in. 
  
  Neither the water pump nor the radiator were removed or disturbed during this job. We would also like to add that the coolant is Valvoline global and meets the specs that **** requires.
  
  We have been communicative with both manager, District Manager and Director of Stores who have all had some sort of contact with you. We would like to settle this amicably and have presented options to do so.