Virginia Tire & Auto review: Customer service / inexperienced staff

Virginia Tire and Auto has lost the customer service, professionalism and experienced people that they used to have. I went to the Leesburg location and my experience was so horrendous that it ruined my whole day, weekend and changed my opinion about Virginia Tire and Auto completely. I know I would never be going back again or recommend anyone to go there. I was ridiculed by how the manager had to handle a situation and moreover disrespected and I am really shocked how such a big company is letting such a big name, business ethics and reputation go to drains by unprofessional and inexperienced staff.

To start with, I was handled by two inexperienced service members for an oil change, 25 point inspection and some other checks who went back and forth who would help me, took long time while two other who seemed more experienced staff were chatting with each other and joking around and were loud and not concerned. The inexperienced service staff made a few mistakes, including telling me at the end of the service that the cabin filter is fine and that the technician checked it but I knew t was not checked, because a report 6 months back by the same shop had recommendation to change the cabin filter but we never got a chance to get it done earlier. I had sepcifically asked them to check the cabin filter how it looked this time and let me know to change if needed. Then I was doubting about any other 25 point inspection points they may have missed to check like checking some important fluids or doing tire rotation. I did learn from the service staff that they did not rotate my tires. The two different service people had different things to say, like I told the shop to not do so and the other said that the technician does the tire rotations and other checks automatically. I requested to talk to the manager Brian about this and he explained that they missed on checking the Cabin Air Filter and it was a mistake and he explained me a reason to not do tire rotation, so I understood and and I was OK. Brian the manager acknowledged that the service staff that attended me were new and didn't know to explain. I understood and moved on to check out, and getting me further quotes for new tire and quotes for changing CV boot etc.

Then at the time of checkout they gave me a different price to pay for the Oil Change and 25 point inspection than what they orginally quoted me and that I signed for it (which I had clearly re-confirmed that I would be paying). At this time I was a bit upset because their service staff failed to let me know at the time of signing the quote that I must use the VA Tire credit card. I explained them that my wife started the account and I do not have the credit card as my wife normally gets the service done and I would like to use a different credit card to pay. When I felt that I was dealing with the same new service staff, who were asking me to put my wife's SSN number and provide her driver's license, I felt I needed to talk to the manager Brian again. I started by asking Brian one simple question that why none of the signs at the counter or the quote that I signed or the person who quoted me failed to tell me that I must use the VA Tire & Auto credit card before the service started and why they had to tell me at the time of check-out that I must use the card or else I have to pay a changed price. Brian started explaining me again about the new staff and that what their policy is etc but I told him that the business should still honor what was told and quoted to me initially and how they need to own up to their mistake of not informing me earlier and eat up the difference which was only about $15. Brian after 10 minutes started telling me how it was against the law and he will loose his job etc. if he did charge me the higher price. The story upto the policy was OK but when he started to tell me the stories about the law for a $15 discount, I felt I was ridiculed by how Brian had to handle the situation and had to say. The manager instead of handling the situation in a controilled fashion had made me upset by making up some stories. At this point of time I knew that there was no point to explain him Business Ethics and how he should have handled the situation differently, so I asked him to charge me what the shop wanted to and move on. Brian at this point of time instead of charging me, insisted that I heard what he had to say. He made me more upset and I told him point blank that I was not interested in hearing anything that he had to say, that he was wasting my time and I would leave if he does not collect the payment. Now at this point of time, instead of collecting the payment Brian makes a threat that he will have me arrested if I leave without paying. He knew that I was not leaving without paying so it was absolutely ridiculous for him to make such a comment. I was absolutely shocked, he had now made me raise my voice, spoilt my evening, I just wanted to now pay and get out of this place. Horrendous experience and a weekend spoiled. It is a pity and disgrace how the higher ups at this business would not know how their business is being run by such knuckle-heads who do not understand the morals and ethics of running a business.