Complaints

This profile includes complaints for Van's Auto Service & Tire Pros's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Van's Auto Service & Tire Pros has 13 locations, listed below.

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  Van's Auto Service & Tire Pros

  185 Broad St Wadsworth, OH 44281-2189

• 

  Van's Auto Service & Tire Pros

  210 S Buckeye St Wooster, OH 44691-4340

• 

  Van's Tire Of Norwalk

  2874 OH-61 Norwalk, OH 44857

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  Van's Auto Service & Tire Pros

  801 Lexington Ave Mansfield, OH 44907-1920

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  Van's Auto Service & Tire Pros

  682 Canton Rd Akron, OH 44312-2615

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:02/18/2023

  Type:Service or Repair 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 am writing this follow-up letter to express my disappointment and frustration with the service I received at Van's Auto Service & Tire Pros in ***** **********, ****. The issues that I have encountered have caused a major threat to my livelihood and financial stress, resulting in me having to buy a vehicle hastily and borrow over $3000 from my son.
  Here are the main issues:
  • On November 7, 2022, my 2019 ***** ***** over-heated on my way to work and required coolant system repairs costing $1088.
  • On November 23, 2022, I noticed two large puddles under my car in the parking lot at work, one clearly coolant and the other oil. After repairs costing $1292, I was assured that everything was checked and that there were no more problems.
  • On December 5, 2022, I noticed a large puddle of coolant under my car in the parking lot at work. The result of the third diagnosis was that the oil cooler was bad, and it over-heated after a minute or so, so we were back to the original problem. If this had been taken care of the first time, it could have saved me time and money. The repairs were quoted at $932.
  • On January 9, 2023, I filed a complaint with the Better Business Bureau resulting in Van's agreeing to repair the coolant leak and overheating issue at no cost to me. Mid-January, I took the ***** back to Van's to be repaired.
  • On January 28, 2023, I picked up the ***** after the repair, and the technician assured me that there were no leaks. However, after about a week, the ***** started overheating and leaking coolant. I called Van's, and I was told that the turbo is cracked, which is a common problem in these cars.
  If this is a "common problem" in these cars, why wasn't this "common problem addressed November 7, 2022 when the ***** was brought in the first time?

  Business Response

  Date: 02/28/2023

  We spoke with the customer on 2/20 and 2/24, after which she agreed to bring the vehicle in for us to repair. On 2/24 we found that the thermostat, which we had replaced previously, had failed. We replaced this part again under warranty, and that corrected the issue. We went on a number of test drives after the repair, including one with the customer, to ensure no further issues. The customer was satisfied with the repairs and picked up the keys for the vehicle over the weekend. I believe it was her intent to reach back out to the BBB and verify that the situation has been resolved

  Customer Answer

  Date: 03/01/2023

   I am rejecting this response because:
  
  
  I am satisfied the ***** is finally repaired properly, but I am not satisfied with the financial trouble this situation has put me in over the last 4 months waiting for my car to be repaired properly. I have had to purchase a new vehicle that does not allow me to have funds to make this car payment. So I believe that there should be some money reimbursement for all the hardship this has put me through. reimbursement would allow me to at least make this car payment until I am able to sell this car which has not been able to happen due to the car not being repaired properly. 

  Thank you 

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

• Initial Complaint

  Date:12/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 took my car to them because engine light was on.They said it was misfiring and needed a tuneup.I agreed and spent$1600 on the tuneup.They said the car was ready and pick it up.I paid and drove out of the parking lot and the light immediately came back on.I took it back immediately and they reset the light to go off.I drove it off the lot again and it came back on.I now have paid $1600 for a procedure that didn’t fix the problem.I was told to bring it back the next day and they would look at it again.I thought whoever had test drove it had to know the light was going to come on as soon as I left the shop.Nobody said that it might not be fixed and don’t pay until we get it fixed.I take it back the next day and they put cleaner into the car.I was told to keep driving it even if the light came on. As soon asI left the shop it came on again.I drove it for 100 miles and called back as to what they were going to do.I took it back and they said you need new fuel injectors and it would cost another $1600.Did I need the initial tuneup and would the new fuel injectors have been the correct repair initially?Why did I pay for a repair that didn’t solve the problem?Why was I given the car back and told it was fixed when I returned 3 times the engine light immediately came back on?Did they know it would come back on immediately because the test drive would have shown this?I reached out about my concern to****. He listened cordially and said they would get back to me. It has been a week and no reply.

  Business Response

  Date: 01/13/2023

  We are currently speaking with Mr ****** and have come to an agreement to resolve his complaint. We're issuing him a partial credit on his repairs, and in turn, he said he'd be happy to remove the complaint. Hoping to have everything finalized before the end of today (1/13/23)

  Customer Answer

  Date: 01/13/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I am very thankful for the kindness and professionalism of Vans in working with me to find a common ground solution.**** and staff were understanding my concern and worked diligently to allow me to voice my concern and understand my views.I am thankful and blessed to come to an agreement for all. Thanks so much and God Bless ***** ****** 

• Initial Complaint

  Date:12/03/2022

  Type:Service or Repair 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 am extremely upset with this place. I've taken my truck there 2 times now and both times was worse than when I dropped it off. $3700 for absolutely nothing! I don't believe for a second someone test drove my truck and said, "yep that's good to go". The truck is all over the road. Not to mention the guy at the counter told me it didn't need an alignment. My steering wheel is at the 2 o'clock position when going somewhat straight. The first time I took the truck there, I received a call it was done. Paid $1500 and drove 2 miles and the same issue I took it in for happened again. Van's Auto picked up the truck from where I was (Walmart parking lot). Picked it up the second time and paid $2200 and barely could get the truck home. It was going side to side all the way home. Clearly an alignment was needed to be done because of the position of my steering wheel verse trying to go straight. There is no way a test drive was performed before me picking up my truck. Complete incompetence on this company's part. I have spent over $3500 plus my time wasted dropping and picking up the truck and being stranded in a Walmart parking lot

  Business Response

  Date: 12/19/2022

  On 11/28, Mr. ********* came in with a complaint of steering pull and poor handling. Several parts were found to be loose and worn, consistent with the vehicle's age and mileage. There was a lift kit as well as oversized tires that were chopped and scalloped, due to wear, that would also affect handling and steering. The customer authorized the work listed on invoice 1-1528 but declined suggested brake and caliper replacement. Once the work was completed, the customer came to pick up his vehicle and was told that there would still be some pull due to the condition of his tires, which is noted on the invoice. A few days later, Mr. ********* called and stated that the steering was loose and there was a popping noise in the front end. The store manager and master technician at our 
  Wadsworth location drove to the customer and picked up his vehicle to inspect. The noise coming from the front end was found to be from aftermarket steering stabilizers that the customer installed himself. The technician offered to remove them and the customer declined, saying he would remove them himself. He did approve having the brakes and calipers replaced as well as the steering box as listed on invoice 1-15523. 

  Mr. ********* has disputed part of the charges for the work we completed. Our store manager, ****, has made several attempts to reach out to the customer to find a resolution and he will not answer the calls or return them.

  
  

  Customer Answer

  Date: 12/21/2022

   I am rejecting this response because: The owner is lying or confused about many things. The first time the truck was there, they called me and told me I needed bushings and few other things. Nothing was ever mentioned about needing calipers and rotors. Calipers and rotors were mentioned the second time the truck was there and yes, I did tell them to install those. As for the cupping of the tires, that is also false. Those tires are brand new. I ended up taking the truck to Goodyear and they said there is nothing wrong with the tires at all. The issue I have is that they misdiagnosed my vehicle twice now and charged me $3800. Yes, they did reach out to me and left a voicemail after picking up my vehicle the second time. I did not respond or call back because they had 2 chances to fix my vehicle and failed both times while collecting a lot of money from me. I was not going to give them a third chance. Long story short, they did a poor job diagnosing my issue which came to be a power steering pump which Goodyear discovered. Also, the vehicle did need an alignment which if they would have test drove before giving it back to me the second time, they would have clearly noticed that. Obviously, the vehicle was never test driven. They basically just threw a bunch of unnecessary parts at my vehicle without properly diagnosing it and collecting a lot of money from me.
  
  
  
  

  Business Response

  Date: 12/22/2022

  We looked at all previous repairs and spoke with the technician and we're confident that we replaced items that were in need of replacement. But that doesn't mean it resolved your major complaint and we can understand your frustration. Sometimes diagnosing a vehicle consists of replacing the obvious items first (like the loose front end steering and suspension parts) and confirming there are no other issues after that. The issue with the power steering pump was a little more elusive and difficult to be able to pinpoint until those other parts were replaced. We understand the inconvenience, frustration and would like to discuss how to make it right. Please call ******* at ************ and she will make sure you are taken care of, thanks so much.

• Initial Complaint

  Date:10/15/2022

  Type:Service or Repair 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.

  Purchased 80k mile tires from Vans in May 2021. Tires were supposed to come with a warranty. Faithfully visited Vans for oil change and tire rotation every 5k miles. Tires are defective and all show abnormal wear. Mgr states that it is because of under inflated tires. Dash light not on. Mgr then says it is over inflated tires. This company is the only place to ever touch the tires. So, if they're over inflated, their employee over inflated. Then the Mgr says that a 4 wheel alignment was declined at purchase. Alignment is included in the price of the tires. The final excuse is that they need to get the main office to pull all service records because they have changed systems. Even though I had all receipts available, they were refused. This company is grasping at straws to not honor the warranty that they sold with the tires. The warranty that they advertise. I specifically remember when I had the tires installed being told that I didn't need a warranty company, the employee said "We ARE the warranty". Honor the warranty. Make it right. Quit trying to make excuses.

  Business Response

  Date: 10/31/2022

  We worked with *********** and are giving the ********* a 60% discount off the tires to compensate for the mileage they did not get out of this original set. Installation will take place at our ******* location this week.

  Customer Answer

  Date: 11/05/2022

   I am rejecting this response because:
  The proposed settlement was never agreed upon. 

  The proposed settlement of 60% off and the number given do not add up.  Please provide written breakdown here. 

  
  

  Business Response

  Date: 11/08/2022

  We work with our tire manufacturers for our customers to make sure they are taken care of and we can facilitate the warranty credit due and the install of a replacement set of tires. I reached out to our *********** representative and he agreed that a 60% credit is a fair adjustment based on the miles the customer put on the original set of *********** tires.

  I spoke with **** and offered to credit him 60% off a new set of *********** tires to compensate him for getting 44% of the mileage the tire was rated for (he put 37K miles on the tires that are rated for 80K). The retail price for the tires is $992 and I added a $595 discount to the work order. The installation charge is $130, which covers mount, balance and our nationwide Tire Protection Plan.  The amount due after taxes is $590.66. **** accepted this offer and said he would reach out to our ******* location to set up the installation and I ordered the tires in for him.

  I have attached the pending work order for clarity.