Failed Inspections/Extra Cost at Ice House Goodyear?

just an update...my husband took our car back, spoke w/ derrick (thanks dave), they looked at the brakes, no charge, and what do you know, the smell is gone, breaks are working fine. fallon automotive bookmarked for next time. thanks neighbors!

 

our experience was not as smooth. We took the car back after the failed inspection and tried to complete the belt replacement and other items... basically due to the fact they offered a good discount for the customer service issues. And no, the work was not done right and after driving 2 miles to get home, one of the belts was shredded. My guess is that the belt was too close and rubbed something. But that meant a trip back and lost time and frustration. I have lost complete faith in this place and added to my complete lack of trust in the management it is clear to see that this place lost my business. I am sure you all will take this to heart and I am sure they will lose business in general. I may go back there for an oil change just because of the coupon and the convenience but I will watch everything they do and touch.

 

Info from Virginia Tire & Auto (Goodyear Dealer) Managing Partner

This message is from Marty Kelliher, Managing Partner of both Virginia Tire & Auto locations in Ashburn (Goodyear dealerships).

A customer recently made us aware of some unhappy postings about our business on this website. I have read the postings and wanted to offer some information. Hopefully, it is helpful to the many current and potential customers in Broadlands and beyond.

It is always disappointing to have even one dissatisfied customer. We work very hard to give every customer a great experience. Unfortunately, we do not always succeed. There can be many reasons. Sometimes, we have made errors. We are human and despite good intentions, we can make mistakes. Sometimes, customers misunderstand or make incorrect assumptions. Often, it is a combination of several factors.

Some of the postings state or imply that we have dishonest intentions. This is not true. Our only goal is to be of great value to the communities we serve. Nothing is more important to us than our reputation in our communities.

Some of the postings state or imply that we are an impersonal, indifferent “big business.” This is also incorrect. I am an owner of the business with my Partner Myron Boncarosky. Our group currently owns seven Virginia Tire & Auto locations in the area. We are a marquee dealer for Goodyear. Goodyear has no ownership of the businesses. Myron and I both live locally. My office is in the location next to the ice rink in Ashburn. I am normally on-site six days per week. You can learn more about our businesses at www.vatireandauto.com. Please contact me anytime there is a concern.

One of the most common problems is customer doubt about a diagnosis or recommendation. We are 100% focused on providing the most correct information possible. All of our policies, processes, training, and incentives are built around this goal. If a customer will inform us of a concern, we will double check all information. We want our customers involved in the investigation so that all questions can be resolved with full confidence. Frequently, people that give us a chance to respond become our most loyal and valued customers.

As far as we know, we do much more training of our people than anyone in our industry. We strive to have a fully trained and experienced person serve every need for every customer. Unfortunately, sometimes well-meaning junior people get in over their heads. This can contribute to a disappointing experience. If customers will alert us, we can both get a more experienced person involved and use the opportunity to train our junior people and improve our processes.

Regardless of potential causes, we ask anyone that has any concern to please contact us so that we can address it with them. We highly value every relationship and customers are often surprised by our efforts to show it.

To our many and growing loyal and happy customers, thank you for the business and please help us by providing your input to these postings.

Best regards,

Marty Kelliher,
Managing Partner
Virginia Tire & Auto
703-858-5100 (office)
703-201-3368 (mobile)