Vic's has serviced our vehicles four times in the past few months, and today will be the last. Despite their motto being "Your Satisfaction is Our #1 Priority", their customer service is awful, they do not stand by their work, and they hit you with charges without informing you in advance. My review is lengthy because I think it's important to share the details and not just submit a review blindly complaining. I realize a lot of people complain about mechanics, so I want to share our experience so you can gauge the severity for yourself. To make it easier to explain our experience, I'm going to use bullets.... 11/5/21 - Brought vehicle in for an oil change, engine light on, and asked them to check the emergency brake, a whistling belt, and to give the vehicle an overall inspection to see if anything else needed to be addressed. It had been a year since it was looked at and we wanted to make sure everything was in good condition going into winter. - Shop called and advised we needed new brakes and rotors, a new thermostat and gasket, and a new gas cap because they felt that's what the whistling noise was (it was not - still have whistling today; they did not identify or correct this issue). We approved all repairs. - Shop called and advised the vehicle was ready, and asked that we pick it up before closing (less than an hour from then). When we said we couldn't get there that quickly, the woman was very rude and nasty, saying they have "nowhere to store the car". Seemed unreasonable to call and expect us to get there that fast, and then make it our problem that we couldn't (we are 30 minutes away, which we told her in advance). - At pickup, we were charged an additional $50 on top of our $1300 bill because we paid by credit. We were never told about this fee, nor were we given the option to pay by cash or check. - Vehicle drove home fine. We were away on vacation the following week and a half, and then home for the holiday, so the vehicle wasn't driven much in the immediate weeks following the repair. Fast forward to yesterday, 12/1/21: - Drove vehicle for 8 minutes when it starts overheating. Check engine light comes on; alarms blaring. We never had a problem with overheating (or the cooling system at all) until the "repair" on 11/5/21. We pull over, with the kids and dog in the car, and turn off the vehicle. - Call Vic's and ask for help, as this is clearly an issue with the cooling system, something they worked on just a few weeks ago. Further, they claimed to have inspected the whole vehicle to identify any issues and found none other than those we fixed. - Greeted with more attitude from the woman on the phone, but they eventually send their tow truck and take the vehicle. 12/2/21 - Shop advises that one of the clamps in the cooling system had rotted and fell off. We authorize the repair, even though this most certainly should have been observed during the initial inspection and cooling system repair.l on 11/5. - Shop calls to state vehicle is ready, and our total is nearly $400. For a clamp. Woman advises that $250 of that is for the tow (which they never mentioned would be a charge at all), and $45 is for diagnosing the issue. We argued that this should have been discovered and addressed during the initial visit, and the tow should not fall on us - most certainly not without advising us of the cost BEFORE towing it. We asked to at least split the cost of the tow, and they refused. - When we picked up the vehicle, we again tried to get them to back their work, taking some responsibility for completely missing a rotted clamp, but they would not. We were trapped and had to pay to get our vehicle, so we did. Additional notes: $50 for coolant on 11/5 ($5/unit) $42 for coolant on 12/2 ($5.25/unit) Prices went up in four weeks time? Charge me a second time for coolant on a repair THEY missed? Nickel and diming the customer at its best. They charge to hook your vehicle to the diagnosis machine regardless of whether you do the repair with them. We spent $1300 our first visit and they wouldn't waive or even reduce the $85 diagnosis fee. Further, they literally ONLY hooked up the vehicle to the machine. They did not do the full inspection as requested, which was evidenced by the rotted clamp. Overall, we are sorely dissatisfied with the lack of professionalism, poor quality of work, terrible customer experience, misleading pricing, and shortcuts taken. This is not how you do business morally. Shame on you. read more