11/06/2016Merchant's Tire and Auto Service Center
I brought all my vehicles here. I even got a credit card because I used them so often. However in the last year they have made a bevy of mistakes that I can't overlook.This last incident will be the preverbal straw breaking the camels back. I was told one of my cars needed new pads and rotors to save the calipers. I had the work done. Like always, we continued to experience, noise, and grinding during braking. I took the car to this station twice, both times being told it was brake dust. The grinding continues for 4 months. I again asked to have the brakes checked during a September oil change and again was told not to worry. One month later we replaced 2 tires at a Merchants in Alexandria and was told the the same brakes that had been replaced were now less the 1/32 (super low pads I guess). When I informed that clerk, she said that I should contact my Manassas location that did the work immediately as she couldn't tell any work had been done based on how bad the pads and rotors looked. I did contact them, had the car inspected and this time I was told the the calipers had failed, damaged the new rotors and wore out the pads. I was then told that the pads were under warranty so they would replace them but not the rotors as the calipers failing was not their fault. I argued that I asked on atleast 3 occasions to have the breaks checked since they were replaced back on May 4th and was always told it was brake dust. The first time I took it to another shop they found the issue, but they want me to pay for rotors twice in a 5 month span because they never did a thorough inspection. To add insult to injury; when I asked for a manager, I was told that the store only had a manager in training as the store manager would be out til Friday. So only the manager could make a decision to waive the second cost of rotors. I was a loyal customer, I won't be any longer. Whether they replace my rotors or not, I will never use a Merchants to service any of my vehicles again.
I am a graduate student living down the street from Coho on the Prince William Campus, and I cannot recommend this place enough. After having some negative experiences at other places since moving here, Coho has given me such piece of mind that my car is receiving exceptional care. I also know that when I come to Coho, I will not be sold things that my car doesn't need, which was unfortunately the case at other places. My dad also feels relieved knowing that my car is being taken care of by such a great place, since I am much less knowledgeable about cars and am living on my own. The owners and people who work at Coho also make coming in such a great experience! They are so nice and friendly, and always do their best to care for my car as soon as they can. I never have had to wait very long for the services, although with the setup of the waiting area, I would be fine spending an entire afternoon or day here for bigger repairs! There are comfortable chairs, wifi, a big tv, a Keurig coffee machine, and even a toy area if you have kids!!! Come to Coho, you will not be disappointed :)
10/03/2015Merchant's Tire and Auto Service Center
If I could leave zero stars, I would. The only reason there is one star at all, is because of the courteousness of two individuals Greg and Jim. The ineptitude and lack of customer service from every single person in that store other than those two gentlemen is Beyond belief! Do not, under any circumstance, visit this location! Ever! It took 12 visits. 12! In two months, for them to figure out they do not know how to balance tires. Beyond that, they neglected to notice even after having been asked, to check the wheels for Reston corrosion before mounting and balancing $1200 worth of brand-new tires. Also on those 12 visits they neglected to pick up on the fact that there were issues. Not only that but I was also told that they would never service my vehicle ever again, including the rotating of the tires which are supposed to come with the purchase of the tires for life! Needless to say this is not going to be my first review Narla be my first communication about this particular establishment. Therefore, not only will post this, but I will tell every single person I know anywhere not to visit merchants tire and auto on route 28 in Centreville Virginia and I've also told them to take their business elsewhere, oh and by the way, that is Virginia tire and auto on the highway in Centerville. They're amazing!