I have been using Progressive Auto and Tire in Stafford, VA for just over a year now and have really enjoyed the convenience of how close it is to my house and the service always seemed to be great. This week I dropped off my vehicle to get an oil change, tire rotation, and check out one of my tired that had a chunk missing from it. Service manager called and explained everything to me and explained the tire would have to be replaced. While I felt $500 for one tire was extreme, I was on a tight timeline as my wife is using the truck on a long trip on Saturday. I told him to go ahead and order it and he said I should have my truck back on Thursday which was two days from when we talked. The tire came in, everything was done and the truck was ready to be picked up on Thursday. My wife went and picked up the truck, drove not a mile down the road when she saw that there was about a 10-12 inch crack in the windshield. I immediately called and spoke with the lady at the desk and she apologized for the inconvenience and they would be ready for wife when she arrived. When she arrived the service manager was waiting there and essentially did not want to speak with her but wanted my phone number to talk to me. With that said, my wife is a military veteran, military spouse, and the child of a mechanic so she is well versed and very smart when it comes to understanding everything yet it seemed like she was brushed off and only wanted to speak to me. He called me while she was standing right there and explained to me that if the windshield was damaged by his service technicians they would have notified him immediately. He then said that at the bottom of the invoice, it states that they are not responsible for damage that occurs to vehicles in the parking lot. While I understand they have that written down, I would expect that when I am leaving my vehicle in the care of them, I would pick it up in the same state as it was dropped off. He didn't say how can we make this right, he didn't say let me give you a credit for the inconvenience, but was almost defensive that I assumed the damaged was done by his techs. Now on top of the $711 service I had to pay for, now I have to pay a $500 deductible for something that was done while in their care. I am extremely disappointed in this event and will not be going back to this establishment. It truly is sad because most of the people there are very nice and the service is normally good but I felt this situation should have been handled much differently.

Bill D., Owner from Progressive Automotive & Tire responded on 08/08/2025 05:03 AM

We are sorry that you're not satisfied. We feel confident that the windshield was not damaged in our shop

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