The culture can be pretty good honestly. And at most stores it actually is. But, like anything, there are a few bad apples. In the case of VIOC, the bad apples are stores with cliques like they're stuck in 8th grade. They are usually along cultural lines.
Since VIOC does not conduct pre-employment drug screening, more than a few substance abusers find their way in, and this is usually how an apple goes bad. If you get in a store like this, you'll quickly notice the 3 or 4 guys who always come in hungover or high. They hang together all day trying to pass their responsibilities off to other people. And when that doesn't work, the customer suffers as they will claim to check fluid levels, tire pressures, air filters, etc., but they don't.
Then there are some stores staffed full of great people, but the store manager is just plain burnt out. Store managers only care about one thing, profitability. Even the best employee can become sing-minded and poisonous when promoted to this position. Chronically under-staffing, never allowing breaks, no time alloted for cleaning, training, organizing, or doing inventory. The only thing that matters is "hitting the number" because if at the end of the month it's not hit, the store manager will get written. And that constant stress eventually runs down hill and splatters the morale of other employees.
If you've ever been to a VIOC for an oil change, they may have told you "I don't get paid commission, so I don't mind if you don't want any additional services today". It's true they don't get commission, but it's even more true that the average ticket (the dollar amount each employee is averaging per customer) is being watched very closely. And if that average ticket is too low, they will be written up and/or fired. On the flip side, an employee with a high average ticket will be moving up the ladder quickly.