Complaints

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:12/19/2022

  Type:Order 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.

  VIP Auto Center engages in deceptive business practices. I visited this shop on 12/15/2022. I asked the shop rep for a price to replace front and back brake pads only. He quotes a price and states that if I pay for the brakes in ********** will be able to set an appoint for me and it will take an hour instead of our normal time which is 3 hours. However, he never mentioned that paying for the brakes in advance was not refundable. I only found this out once he had processed the card for payment. He gave me the quote a while later for me to sign. I noticed the language in the quote and when I arrived the next day for the appointment. They did not honor the appointment time and when I spoke with the manager he denied the fact that he had such a policy. I asked him for a refund which he declined and when I asked for him to lower my car from the rack and give me the keys he declined and became very argumentative. He threatened me stating he could keep my car and there is nothing I would be able to do about. He later realized he had assumed I was another customer of his and started asking me if I had a brother that resembled me. I was totally disturbed by his loud rude verbal conduct. I told him I would be filing a complaint as he had obviously gotten me confused with another of his clients. He then placed a false comment in the notes of my invoice. More importantly, had lied to me about his terms and tried to deceive me in making additional and unnecessary repairs.Furthermore, the service was poor and I believe he may have used inferior parts and did not follow all standard procedures as he was completing the repairs on my vehicle. I plan to take my car back to a reputable dealer to have them review his repairs.I see that there are other complaints about this company. *****************, the owner should be out of business.

  Business Response

  Date: 01/02/2023

  ******************** we appreciate you taking the time to let us know about your experience at our Sahara location. We value our customers and their time. Unfortunately there are times when we experience a delay in receiving parts and occasionally receiving incorrect parts, or the need for additional parts, which in turns creates a longer wait period for our customers.   We do our best to minimize the wait time when possible.  According to your invoice you made a prepayment and had the opportunity to read and sign the agreement. If at anytime you did not agree or like the verbiage used, you could have simply not paid for the parts to be preordered. The job was completed on your ********* including additional parts that were needed that we replaced at no charge to you, and again having the opportunity to read over the invoice you paid the balance and left.  We do offer a warranty on all repairs done at our shop, you can read the warranty information on your final receipt.   Although we are here to do a service we will not tolerate our staff being abused and or harassed. You were clearly upset about the additional wait time and we understand the frustration that can cause, but that is not an excuse to verbally harass the staff. We will not issue a refund as the work on your vehicle was completed.

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18601393
  
  I am rejecting this response because:  In accordance with 2013 ****** Revised Statutes
  Chapter 487 - Repair, Removal and Disposal of Vehicles
  NRS ******** - Estimate of costs required for certain repairs.
  Universal ************************** ******** (2013)
  
  1. Except as otherwise provided in NRS ********, a person requesting or authorizing the repair of a motor vehicle that is more than $50 must be furnished a written estimate or statement signed by the person making the estimate or statement on behalf of the body shop or garage operator indicating the total charge for the performance of the work necessary to accomplish the repair, including the charge for labor and all parts and accessories necessary to perform the work.
  2. If the estimate is for the purpose of diagnosing a malfunction, the estimate must include the cost of:
  (a) Diagnosis and disassembly; and
  (b) Reassembly, if the person does not authorize the repair.

  VIP motors did not comply with the code. I have attached the documents provided to me by VIP. 

  1. The did not provide an estimate of repairs

  2. The document which indicates ****** was for the purchase of parts and was not an estimate. 

  3. The document which indicates payment for $260.00 was the receipt after services were rendered and was not signed by ****, Owner.

  VIP Auto violated NRS ******** because he failed to provide a signed estimate. Furthermore, He is engaging in deceptive business practices.

  Sincerely,
  

  
  *****************************

  Business Response

  Date: 01/12/2023

  ********************, you were absolutely provided with an estimate and signed a waiver of advanced estimate before repairs were made to your vehicle. Upon given you a verbal estimate you gave us the ok to order parts for your vehicle, which we did and you paid for in advance. At the same time you were given another invoice showing the balance that would be due upon completion, which you signed as well acknowledging the remaining amount and again signed the waiver of advanced estimate. I've included that document for you. We respectfully stand behind our original response.

• Initial Complaint

  Date:08/17/2022

  Type:Product 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 first took my 07 Nissan Murano to them to have it diagnosed, the Mechanic told me it was my transmission and my alternator. I was confused because my transmission was shifting fine it was the catalytic converters that was supposed to be the original problem I was told by a tow truck driver. So I conceded and I bought a transmission and a alternator from a reputable dealer online from California, had it shipped directly to the shop. They charged me $2,060 to install it. 05/10/2022 I paid for it. The work was completed by 05/23/22 but I wasn't able to drive it off of the lot. The mechanic told me I needed to replace the catalytic converters, so once again I purchased the parts online from a reputable company from California. They charged me $390.00 to install them on 5/28/22 when they called and said it was ready I went to drive it off the lot and there was massive smoke everywhere, took it right back immediately so the mechanic checked it and said it has too much oil in it, and I needed a oil change which they charged me $99.00 for full synthetic on 06/02/22 drove it home and it was still smoking a little bit everytime I would press on the gas and smelled like a burn off smell. Check engine light came back on for the catalytic converters again took it back 06/20/22 basically I had the catalytic converters replaced twice. On 07/20/22 paid another $918.46 for them to reinstall the second set of catalytic converters and another alternator, the alternator I bought from them because I didn't want to keep paying $500 to install it. So paid for that and I got the car back, and everytime he is telling me to drive it for at least 50-100 miles so they can do a smog, come to find out it wasn't the catalytic converters ever it was the timing chain not right and it was pumping too much oil into the engine burning it off too quick. So what could have been a $300 fix ended up being more than $5,000 not including parts. I want my money back and the value of my car, it's ruined now

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/08/18) */
  Mrs. ****** when you originally brought your 2007 Nissan Murano into our shop, it was brought in via tow truck for lack of power. Upon our diagnostic, it was found that your vehicle would not go into reverse or drive, in addition the alternator was no good. We advised you of the repairs needed and you decided to supply your own parts. While doing the replacement of your transmission it was deemed that the catalytic converters were clogged and performing. We advised you of the catalyst and again you opted to supply your own parts. It is unfortunate but per our policy that is stated on your invoice, we do not offer any warranty when a customer supplies their own parts. You can refer to your invoice RO# *****, RO# *****, & RO# *****. Upon bringing the car back it was noted that the oil was over filled by 2-3 qrts and could cause smoking and the burning smell that you were experiencing. However, we had not previously performed an oil change service on you Murano. On 6/2/2022 We did an oil change to correct the oil being over filled. Because you supplied your parts when your check engine light came back on for the same issue it is your responsibility to contact the supplier of those parts and pay the labor again to have them re-installed whether by us or someone else. The parts you supplied, we installed on your vehicle and there will not be a refund issued. If you are experiencing an issue with your timing chain that does have anything to do with the worked performed by us.
  We wish you the best
  
  
  Consumer Response /* (3000, 7, 2022/08/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My vehicle was brought in via tow truck due to a compression issue, the vehicle went into drive and reverse just fine, it wasn't getting enough power due to the catalytic converters being clogged but the mechanic stated it was only the transmission and the alternator when I brought it in. I brought the car in to be diagnosed all together as in a whole not just cherry pick what you wanted to fix. As in let me pick the most expensive fix and go from there. Not cool, this timing issue was there from the beginning when I brought the car in to you so it should have been diagnosed then and I wouldn't have to keep putting money into replacing the catalytic converters several times. Also when the catalytic converters we're replaced the first time the Mechanic should have checked the sensors that went out then as well. Just because I supplied my own parts doesn't mean that you guys get to get away with misdiagnosing my car from the beginning. If the mechanic would have told me about the timing issue in the beginning I wouldn't have had to replace my transmission because that wasn't the issue to start. As for the oil if you call yourselves a repair shop wouldn't it have been one of the first things you check when you start to look over a car? I took auto shop in high school and even I know this. If you and your company continue to deny responsibility for these mistakes made with my car I will be filing a case in court and I have plenty of proof that shows where your mechanic dropped the ball and didn't diagnose the problem correctly form the beginning.
  
  
  Business Response /* (4000, 9, 2022/08/24) */
  Mrs. ******,
  In your original complaint in your 2nd sentence, you state that " it was the catalytic converters that was supposed to be the original problem, that's what you were told by a tow truck driver". Then at the end of that same complaint you state that " it wasn't the catalytic converters ever, that it was the timing chain not right". Now you are stating that, "it wasn't getting enough power due to the catalytic converters being clogged" and that's why your vehicle was towed in. It is very unfortunate when anyone must deal with car repairs. However, upon your car being TOWED in, we have no way of knowing what pre-condition your vehicle was in prior to our service. Our diagnostics determine what we recommend being replaced and we always give the customer the option of doing the repair or collecting their vehicle to take for a second or even third opinion. You chose to have us do the repair and in addition supplied your own parts. If you refer to your Invoice which you signed, there is no warranty when you supply your own parts. . If the timing was not showing as a fault at the time of diagnosis there would be no reason to recommend a replacement. It sounds like there are additional repairs that your vehicle needs. There will be no refund, the parts that you supplied to us have been installed, and those repairs completed. We do not offer a warranty when a customer supplies parts. We wish you the best .
  
  
  Consumer Response /* (4200, 11, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I said when I brought the car in to you, I am not totally sure what the issue is and that's why you charged me a diagnostic fee. When I brought the car in it did have a loss of power issue, but it also had a bit of a smoking issue as well, but it still has this problem. If you guys would have fixed it like you were supposed to the first time I wouldn't be experiencing the same problems and now worse problems with my car. I told you about the smoking right after I picked it up the first time, and then I get a call and now it's something else. Everytime I dropped it off there was a new problem that needed to be fixed supposedly. As I said before as well, if the timing issue was fixed from the get go I wouldn't be dealing with these same problems. THE CAR STILL SMOKES!!!! Your mechanic told me everytime when I got my car back "Oh no you need to drive it for at least 100 miles to get the check engine light to go off and reset so you can get a smog" but driving it all this time with the timing issue has damaged the car even more. As for the catalytic converters, yes I supplied my own parts but they needed to be installed correctly: example, the O2 sensors that were covered in oil since the first time they were installed, failed the catalytic converters both times so, yes that is a YOU PROBLEM and not a parts issue. Your mechanic dropped the ball installing these catalytic converters each time and they failed each time, due to installation errors. I am under the impression that he is purposely doing this because he couldn't get $1500 out of me each time to install the ones he gets through the shop. I know I'm not the only person who has had issues with your shop in the past either, I have read several complaints against your shop and I was standing in the waiting room when someone was yelling at your mechanic for messing up their car as well. Maybe looking into getting a new mechanic might fix your issues you keep having. I however am going to keep pursuing this issue through this website, DMV complaint website, and also in court. Your company destroyed my car and I am not settling for "WE WISH YOU THE BEST" No you don't because if you did you would try to resolve this issue and make it right. I will never bring another car to your shop again. Promise.
  
  
  Business Response /* (4000, 13, 2022/08/29) */
  Mrs. ******, it is unfortunate that you are having additional problems with your vehicle. However, the issues you express to be having now are separate and not part of the repairs that we performed. We waived our diagnostic fee on your repair, and you were not charged that fee. Your original complaint that you signed for was that you were unable to accel over 5mph when pushing the gas pedal, nothing was mentioned about your vehicle smoking. After having the transmission replaced you have been able to exceed that speed. Our repair was done correctly. You paid a 2nd time for the installation of your catalytic converters because there was no warranty due to you supplying your parts, and those parts failed, not because of installation. We don't recommend buying parts off ****.
  
  
  Consumer Response /* (4200, 16, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  If your mechanic did the diagnostic correct from the beginning you would have seen that one: it had too much oil in the car, two: the catalytic converters wouldn't have failed if the oil was checked and the sensors were replaced at the time of doing them the first time. All of these secondary issues with the car stemmed from the first issue when I brought the car in. My car was never diagnosed properly therefore other problems came about. That's like if I go to a Dr and I tell them I'm having trouble with my blood pressure and all they do is give me a pill, but don't check my heart. Not diagnosed properly causes other problems to happen. So, obviously you are not taking any responsibility for your Mechanic's actions, therefore I shall just proceed with my case in small claims court and go from there.