We appreciate the recent pickup by the mechanic of a broken shock. However, the old part should be presented for customer inspection upon payment. Also, every time we bring the car for service there is grease all over the steering wheel and on our last service our rear bumper was smeared with grease.

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Marty K., General Manager de Virginia Tire and Auto of Ashburn/Dulles respondió el 09/28/2013 06:39 AM

Following up with customer to apologize and address these issues. We welcome the opportunity so show before and after repairs. We want to provide any information that might be helpful. We normally retain any replaced parts for at least 24 hours. Please let us know in advance if you would like us to show you any repairs that were done. Advance notice helps us make sure that no items are inadvertantly discarded and to be prepared to show and explain any services without delay. We also welcome the chance to lift a car if needed for any customer so they can see first hand. We will also answer any other questions any customer might have about their vehicle. We will follow-up to find out what caused the problem with our response to the request in this case and take steps to help prevent recurrance.
We are 100% focused on making sure that we do not make any marks or leave any dirt, grime, grease on any customer vehicle from any service we provide. We will review our service video recordings and discuss with the team members involved to try to determine what might have cause a problem with this service. Please let us know without delay ANYTIME there is ever a question any service we provide. We want to make immediate action to identify the cause and prevent recurrance.
Thanks for bringing these concerns to our attention. Contrary to these issues, we are here to provide a relationship you can count on.
Marty Kelliher Managing Partner, Virginia Tire & Auto, 703-840-1016, mkelliher@vatire.com

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