Derek is the service manager there. I REALLY REALLY have no idea what-so-ever how he became a manager of any store. The level of service I got from him today was the worst I've gotten from ANYONE before - cashier, grocery bagger, waiter/waitress, etc. I've never been mistreated that way before.
Lou that works there teamed up with Derek to scorn me in front of many customers about a coupon that I wanted them to honor. I called on Aug 4, 2008 to verify the validity of a state inspection coupon I got from the VIP website. I really should have gotten the name of the guy I spoke with. I even asked one of the employees when dropping my car off this morning and he said it is valid. He said that when he was standing right next to Derek the service manager (Derek heard him say that).
NOWHERE on the coupon did it even IMPLY that the coupon expired July 31, 2008. It has a PICTURE of an inspection sticker that says "7". Not even a single word that comes close to "expiration". YOU be the judge and please tell me honestly if you think this coupon should have been honored - http://www.vipauto.com/ppc/nh-insp/nh_inspection.pdf. I tried telling them that a coupon is similar to a contract. And they cannot just assume that a customer should know the expiration date of the coupon by looking at a picture of an inspection sticker on the coupon. That it needs to state clearly in writing the exact date the coupon expires on. I asked them "so does it mean if they had decided to put a picture of a honda on there, it implies that the coupon is valid only for hondas?" Derek just replied with a scoff then said "what part of coupon not accepted do you not understand? If you don't like that then I will cancel your appointments and you can leave". That's when I just gave up and agreed to pay for the inspections, but I asked the manager to just write a simple "customer had coupon but not accepted due to July expiration" so I won't have a hard time trying to prove to the corporate that I tried to use the coupon. At that point, Derek just walked away from me and Lou took me to a different section of the counter to say "I am not sure what your level of English is, but Derek tried to communicate with you and apparently that's not happening. Derek is not going to honor the damn (no, I did not add this word in) coupon so you can either pay for the inspection or get it done somewhere else if you don't like it". I ALREADY TOLD THEM I will pay for the inspections but I wanted them to just write a simple statement about the FACT that they wouldn't accept the "expired" coupon. What they say to me, they should be able to write in writing. So when I heard that, I just walked out of the store, lost half of the Saturday that I was suppose to be working on (I had 8am, 11am, 1pm appointments for 3 inspections, brake flush and brake rotor resurfacing).
Derek/Lou has absolutely not even the most basic ethical/legal knowledge of how to manage a business. Not only had they broken the business ethics and moral, they've gone low enough to even violate the basic social manners. I will NEVER EVER go close to that VIP again. I will discourage EVERYONE I CAN to not deal with that VIP store. I will write to and call the corporate offices, and if they can somehow remedy this situation, then I will continue using the other VIP stores but never the one in Londonderry, NH (near market basket).