NTB - Poor Service

I took my truck to get a tire rotation and balance at the store in Baytown, Texas on 1/16/2012. I was the second one there. Around 9:30 am, about 20 minutes later, they took my truck in to start the service. They finished my truck within 30 minutes. As I was driving off, I got on the freeway to go home and my truck started vibrating real bad so I got off the freeway immediately, pulled over to the side of the road and made the phone call to NTB. I asked the manager if they had tightened my lug nuts and I had explained to him why. He assured me that they did and he told me to bring it back. I got there and he jumps in my truck and takes it for a test drive and comes back 30 minutes later. I asked the other service writer why he took so long for the drive, and he yelled, "Because he needs to know what your problem is on the vehicle." At that time, the manager is putting my truck in one of the bays and laughing at the guy who worked on my truck telling him what he did wrong and the worker start cussing back at him telling him that he fixed my truck right the first time and proceeded to work on it again.

One week later, I then took it to the store in Pasadena, Texas. I left my truck there after I told him that I was still feeling the vibration in my truck and he assured me that they would take care of me. He called me two hours later telling me that I need an alignment and that it would cost me $49 for a six-month alignment. I figured, "Yeah, go ahead and do it." One week later, I'm still having the same problem. My husband came back from out of town. After weeks of my complaining, he rubs his hands around the tire and notices that the belt had busted and he can feel where it was warped. He then calls NTB in Baytown and asked them why I was charged for an alignment if my tire was warped and he demanded that my tire be fixed and my money be refunded. They agreed and made me an appointment the following day at 4:00. I got there and noticed 10 people in front of me. I did not get out of that store until 8:45 that night because the workers were back and forth horse playing. They had all the stalls full and they kept switching the vehicles from one stall to the other. When they finally got to my truck at 8:00, they told me that I would have to pay a prorated fee for the tire and from the time that I bought the tire one year ago, that the particular tires that I had purchased then had since got up $30 more. So my tire cost me $161 to have it fixed. All in all, this is the worst business I've ever had to deal with an I strong think they suck!

I called NTB store 236 in Medina, OH, for an oil change and tire rotation appointment. I informed them of the car model and year. They assured me they had the necessary parts and made an appointment right away. Upon arrival, I was given a written estimate to which I agreed. My car was taken into the service bay and after 35 minutes, the service director said they did not have an oil filter for my car. His solution was that I could bring in an oil filter the next time. An hour of my valuable time was wasted. I have registered a complaint with NTB consumer line and requested a free service for my time wasted, although I will likely have service done elsewhere long before I receive a response.

On Nov 2, 2011 I went in to NTB and bought 4 tires, alignment, and a/c belt which cost me $599.10. When I left, it started to squeal. I went back up there they couldn't hear it. Well a month later, after trying to deal with them, I taken it to someone else and found out they put the belt wrongly and it caused my alternator to go out. They keep saying we will call you back or there's no manager available. I will never go there again. It has cost me more for that belt than my tires. Invoice# ** and order #**.

In mid October 2011, I came in for an oil change. I've driven in three months 1442 miles. The weekend of 1/20/2012, I noticed oil in my driveway. No one has touched my vehicle since NTB in October. My husband looked at my engine and noticed an old oil filter which should have been changed in Oct 2011 and wasn't. I then went back to NTB #748 to be treated very badly and pretty much called a liar.

Why should I have my vehicle looked at if I still had 1558 miles until my next oil change? Danny, the service manager, couldn't believe that no one has touched my vehicle since Oct 2011. When I told him that no one has since I was there last, he said "Huh?" I'm so upset with the service and treatment by your management. Never again will I do business or recommend NTB to anyone. Now Facebook, here I come. Thanks, Danny, for nothing.

I will not do business with NTB again unless this is corrected.

1-17-2012 John **

5) Since I have no reason to question the dealers balancing work, the balance problems still needs to be resolved.

5) Wheel alignment still needs to be corrected.

Took in my Volvo sedan with two flat tires. They sold me two tires wider than my old ones. These tires protruded past the rim by almost 2". NTB said that they balanced them. Left finding car shake at 55mph. Took car to a garage who told me that NTB could not have put the weights on to balance the tires because the tires extended past the rims. Now I know that NTB sold me the wrong tires for the car for $377.72. In order to get the correct performance, I will need to replace them with the correct size tire.

Dropped car early in the morning after setting up a work order (number **) the night before. After 11 hours of the store being opened that day, I went to pick up the car only to find the 2 new tires had not been installed. Asking for my keys only added to the problem--they did not readily have them. They were found in the area of the Overnight Drop Slot because no one had checked there in 11 hours of their work day. This totally ruined the surprise for my daughter for Christmas. This is the 3rd time out of 4 that service could not be provided as agreed on. NTB is the poorest service provider in the Germantown/Gaithersburg area. Public needs to know this. If this system would have allowed, I would barely give NTB a star point at all. I left there with unsafe tires and spent another 5 hours finding someone else that could install the tires before our Christmas travels and I had to have my daughter help get them.

I went in to have tire repaired for a slow leak at the Humble, Texas NTB. After waiting two hours, I asked service rep about my vehicle. He basically said they forgot about it. Only four customers in waiting area including me so not really busy at time so now sure of who caused the mix up. I called NTB customer service since no manager was available to file a complaint and giving an incident number.

Next day, manager called and said he would give me a free oil change and fix the tire. Oil change was performed but also put through diagnostics and found a problem with tie rod. They replaced tie rod after five hours mostly waiting for parts. Paid for service and asked if tire was also fixed and manager was hesitant but said, "Yes, tire had been fixed."

Today the tire is totally flat. In talking with other customers, it seemed all had the same complaint, very slow service. One customer, a mechanic was told he needed services done. He said was not needed and since he had already performed these at his place of business. I feel that I too was only asked back in order for them to perform their service checks. Especially when asked about the original problem a slow leaking tire, they really did not seem to have a definite answer that they had done the service. I am waiting now for district manager to call back since now I feel tire may be damage and cannot be repaired.

After spending two hours Friday and five hours Saturday, I will have to again spend another day to return the tire to have a leak fixed on my car. Although now, I will have to have the problem fixed. The tire which originally had a slow leak which lost 10 lbs a week to one that will not hold air for day. My only regret, I did not ask for the part back to see if it really needed tie rod service.

My tire blew out. I called and they said they would be right there to take care of us. Note that I have been a customer for over 10 years. Four to six hours later, we had to call back to get someone else to take care of us. They want us to pay full price on what took them too long to take care of. We were treated like we were never a customer of theirs. Note that we were less than one mile away.

I'm not sure why you make people rate at least 1 star. Based on my overall experience, it is -5 stars. NTB doesn't even rate 0 stars. They performed the 60,000 mile service on my card. I have had to take it back 3 times. It was still having problems. I took it in again because it wouldn't start. I kept it most of the day. I called and they told me it was going to be $883.00. Yes, that is correct, not a typo. It cost $883.00 to replace the alternator and the battery.

I went to NTB (located in Fredericksburg, VA) to get a oil change done for my Buick. I spoke to the service gentleman and told him that I only want an oil change. It took them two hours to do it. Then I found out that they also did a tire rotation. I told the service gentleman that I did not ask for the tire rotation and asked why they did that. He said "it comes with the oil change". The reason I did not want a tire rotation, was because I just had one done the day before. Now I have to seat and wait for two more hours for them to fix their mistake. After everything was done, I did not even get an apology. Worse service ever.

I spent $1,400 on tires for my GMC truck. Today, 10/27/11, I went back at 7:45 AM to get a rotate and balance due to a shimmy in the rear. The tires are only a couple of months old. I am going on a trip to TX in a week and I wanted to make sure that they were secure and safe. Evidently, your office decided to fire everyone the day before and would take approximately two to three hours for a rotate and balance. I left. I made an appointment for 07:00 on Monday. Maybe they can have someone hired by then to do that.

I am not sure if I will continue to shop at this store--NTB on Gadsden Highway, Birmingham. I pass tire companies in order to get to you because I have done business there for years and years. They really didn't seem to give a big ** if I came back or not. They just threw me the keys and said sorry. Great customer service? I don't think so. They should have been fired also if that is what they think customer service is. Anyway, I will go back on Monday because it has already been paid for. But if it wasn't, someone else would be doing the service.

They told me to leave my car for an oil change that may take 3-4 hrs. They will give me a call when they're done with their job, but I did not receive any phone call. The next morning I gave them a call to ask if my car is ready. I picked up my car keys and went to grocery. Two and a half hours later, I came back to pick up my car and on the way home I saw the mileage had a big difference. They have put 56 miles on my car. I complained to the store and the guy on the phone told me that the technician had recorded the number wrong. I said I witnessed when he wrote down the number. I bought 4 tires 6 months ago. At that time they had a promotion, "if you buy 4 tires you will get a Visa with $100". I sent the form and receipt of my purchase to them and never received the $100 Visa as they promised.

On December 26, 2008, I took my wife's Buick to the National Tire and Battery (NTB), located at 7734 Richmond Highway, Alexandria, VA 22306 to have a failed front control arm bushing replaced. I specifically asked the manager at NTB to ensure that the new bushing was installed in the same orientation (rotation) as the old and offered to let him borrow my GM Service Manual that has a warning about this and includes the installation procedure and diagram. He assured me that his mechanics do this job regularly and that it would be done right. He suggested an alignment as well, claiming that replacing the bushing could change the settings. I agreed to this, but was doubtful any of the settings would change, since none had to be loosened for the repair. I paid $253 for the work and got the car back. After I got home, I removed the left front wheel to check the work. The bushing was installed 90 degrees off. Everything else the mechanic loosened appeared to be installed correctly.

Back to NTB. I spoke to the manager and he said they would correct their mistake. This time he asked for me to leave the shop manual for them to use. I picked up the car again, went home (3 miles) and checked their work, and although the bushing is installed correctly, this is what I find:

The steering stabilizer-to-control arm nut is finger tight (even with the end of its bolt) and there is about 2 inches of play because of this (the stabilizer bar attaches to the control arm and must be detached to remove the control arm that the bushing was being replaced in). Although it would come loose, it would not cause an accident, just a lot of rattling and handling issues.

The cotter pin is missing from the suspension ball joint stud castellation nut (control arm to steering knuckle) And the ball joint stud nut is finger tight, ready to fall off! (the ball joint stud must be removed from the control arm in order to remove the control arm). This is a serious oversight that will lead to total failure of the lower wheel attachment, tearing the wheel from the car. Needless to say, this has the potential to cause loss of life, serious injury, and/or property damage if not corrected immediately. Also, the ABS electrical (wiring) harness was not fastened back to the control arm. The left tie rod lock nut (used to lock the toe setting on the alignment) was completely loose as well (this was loosened to set the toe when the alignment was done at NTB, not having this nut tight can cause the alignment to change).

Unbelievable! I tightened up everything properly. I called the manager, told him what I found and informed him of the great liability his worker is causing his business and hopefully this may save someone else from a lot worse than what I experienced. His response was, "Well, he does good work, I do not understand how that could have happened. I will sternly discuss this with him tomorrow". I was also miffed that I was charged $60 for the bushing that I could have bought at NAPA for $20 (I priced it when I was considering performing this repair myself). I can see a reasonable mark-up of 50% to maybe $30, but a 300% mark-up? I sent a detailed letter to the CEO of TCB Corporation, the parent company of NTB, and never received a reply. It is just plain pathetic! I will never set foot in a TCB Corporation business again!

I guess I should have done my due diligence before going to NTB. I had bought tires from them a number of years ago and had no problems and just assumed this experience would be good as well. One would think in today's economy with unemployment and underemployment at all-time highs, that companies would do all they could to provide the best service possible.

I do not know what the profit margins are on service and tires but can't imagine much profit, if any is generated, when it takes 3 and 1/2 hours to get 2 tires and an oil change.

I purchase 4 new tires in July of 2011 from NTB in Fayetteville, GA with the Road Hazard Warranty. I got a nail in my tire today and attempted to get it plugged or patched and I was told it would take four hours. I called back two hours later and was told I would still have to wait at least that long. The customer service representative was rude and was not helpful at all. I went to another tire company, paid $10.00 and was finished in 10 minutes!

When I bought the tires, I had to go to the Lexus dealership to get the tires' balance corrected because their machine was not working properly. This is sad and I will never buy tires from them again.

I called prior to arriving for an oil change and was told there was no wait time and to come right over. When I arrived I could hear the manager, David **, bad mouthing a customer who just left saying that he was "a pain in the **". I told the guy waiting on me that I assumed he would talk about me when I left as well and he agreed that the customer was annoying which is in poor taste.

The air conditioner was broken so it was about 90 degrees in the waiting area and as I sat sweating an hour and fifteen minutes later I went out to see what the problem was. I was told that it is standard for an oil change to take an hour and half and that my front end alignment would be another 45 minutes. I kindly asked to skip the alignment and to have my car back as I had groceries in the car. The rep explained that they are not jiffy lube and do a thorough service. I told the guy that he should advise customers of the lengthy period it takes for a simple oil change and let them make the decision.

When I got in my car, I realized that my dairy products were warm. I called back to get the number for the district manager. I was told they are not allowed to give it out but the manager could help me. I said I don't want to speak to a manager that talks about other customers as I knew I would be the next one. The manager got on the phone and said that everyone was leaving for the day and the district manager would call me back on Tuesday as it was a holiday weekend. That was September 2 and it is now September 16 and I still have not received a call. Horrible service and I let him know how much worth the extra $15 would give if I go to Jiffy Lube.

They were unable to loosen nuts from tires. We were waited for more than an hour to be notified. The mechanics did not have a big tool that you could step on to force the nuts loose. We were the second customer that were told the same story. NTB wise up and have the right tools to perform tire service. We bought four new Michelin tires and left with nothing completed. We were told to return the next day. The other customers have already been there twice. This will be a third time for them to come back. We are totally disappointed in the service. It was NTB 290 and Hollister is the location.

These guys are very incompetent and also have totally unprofessional attitude. They always require that you make an appointment and when you show up, they need you to leave your car for 3-4 hours for an oil change. You wait for half an hour in line to get to the counter person and then when you get there, the person just walks away from the counter without saying anything. Totally unprofessional. I will never go there even if they have 100% discount on everything. A Lot of my friends say the same thing.

had 2 pm appt for 4 tires did not have anyone look at car for 50 minutes received no updates on what was takeing so long after 1 hr and 45 min i went to desk and ask for update was told by employee he did not know what the problem was about 20 min later i was told they can only find 2 tires that i orderd the day before so i got 4 different tires insted i told the manager that their service sucked it was terrible and there was no excuse for my delay allso when i first went in to the counter the employee started to get my information then the phone rang and insted of having them hold so he can finish me he stayed on the phone for 10 min and ignored me i feel i was the one being waited on he needs to take care of me and then get back to the phone i will not be back to ntb or will i recomend them to anyone i would rather pay an extra 30 dollars a tire and get good service.

This event took place on June 21, 2011. I originally purchased a set of 4 Yokohama Avid TRZ tires. Yesterday while driving home I hit a water puddle which turned out to be a very deep pot hole, and the tire went flat.. I returned to NTB the next morning June 22 and told them my tell of woe. As I had never had the Yokohama brand of tire I told the Asst. Manager "Tim" that I had been driving for over 50 years and never had this happen to any other tire I had ever owned. His response? That will happen when you hit a pot hole, I said it had never happened to me in all those years with any other tire brand, he told me to write the president. I said I won't write him but I can write to yokohama Tire Co..

They took the car in and after a while they came out and told me my bill was $176.33 which came as a shock as no one ever let me know the tire was damaged or offered to show me the damage, and that the tire was ruined and that I would need a replacement. I paid the bill and asked to see the tire. Yes it was damaged and had to be replaced, I complained that I was not informed that they were replacing the old tire with a new one and the Assistant Manager "Tim" said In a snide manner "do you want me to take the new tire off and put the old one on!

i was offended by his earlier remarks and this one as well. I asked to be shown the damage to the old tire, to which the other counter person "Craig" promptly complied. While Craig acted in a professional manner I am upset with the actions and lack of courtesy by the Assistant Manager "Tim". I have worked all my working life in a blue collar environment and know a smart ass when I meet one. I asked to speak with him and told him of my observation and that I was a customer and should be treated as such, He took offense and terminated the conversation. Which really ticked me off and well here I am.

I went to have my car fixed because it would not start. I called the NTB store in advance to see if they worked on VW's. The store manager stated that they did. I arrived at the store and they started working on my car. They stated that it must be the battery. They placed a new battery and the car still did not start. Then they stated that it must be something more. So they will try a tune- up. I stated to the manager if he is sure that this is the issue. Manager stated that he was not sure but he would take care of me if it was not the problem.

They did the tune up, but the car was still doing the same thing that it did when I brought it to the location. After sitting for hours waiting on a response or even an idea about what was happening, they stated that it must be an electrical problem. I stated that I need to take may car to the VW place. They would not release my car until I paid. I asked the sales rep if I go to the VW place and they work on my car, what type of reimbursement do you do. The sales rep stated that they would review the service provided by VW and compare if the same things were done.

I asked for all of my parts that were removed. They had the worst customer service in the world. They don't tell you anything for hours and when they do, they act as if you owe them something. They are unable to state if they cannot do something they would prefer to rip off the customer and lie about things later.

After a $125 tire rotation and balance job, my 22-year old employee was $3 short on the bill. He lives and works five minutes from the store and asked if he could go and bring back the $3 in a few minutes. The employee said, "Give me back your keys," and made him call me his boss to bring him over the $3. Wow, how petty and untrusting. This was totally stupid and while I was there, I informed the guy behind the counter that I would no longer be bringing my 11 work and personal trucks to NTB anymore. That was an expensive $3 for NTB.

The manager was very arrogant and rude and not very knowledgeable. He was carrying a jug of tea around and drinking it while he was talking to me. He had a foul mouth and would not take my oil change in. He said it would be a 3 hour wait, but yet no cars were in the garage. This guy was an idiot. I won't go there again and will tell everyone I know this is a prominent area and we don't need a scum like him around. The guy's name was Brian. He talked dirty in front of my children.

I called NTB on the morning of 3/26/10 to say that I had a flat tire, needed a new one installed and could I have it towed there? The gentleman I first spoke with said, certainly, no problem, and made an appointment for me at 12:30. When I called back at 12:15 to say that the tow truck was running a little late and could I leave it with them for the day around 1:30 pm, they said fine they could take my info over the phone.

before they closed regarding the results.

I never received a call and was not able to get a hold of them by phone. When I arrived at the shop at 10:15 pm, I unlocked the car to find no key anywhere in the car. I was stranded 20 miles from home at 10:30 pm. No way to get in touch with those who had done the work, no way to access my key, and no communication to let me know that there had been any kind of change of plans. I was forced to call someone to drive out of the city to come and get me and will have to pay to find a way to work tomorrow. Time, money and stress were my damage.

I asked for rotate, balance, oil change. I went shopping next door for one hour. I returned and after seeing my car, sat ten more minutes with no movement asked what was going on. They present me with numerous "need to dos". I asked them to first finish what I brought my car for and then we can talk. They immediately "balanced" front two tires, park my car and inform me it is ready to go. I asked for a copy of "other needs" and while I waited I went outside to check my car. The wheels that were just balanced were full of dirt and so I checked the air pressure and they were low on pressure.

I asked the manager if this is normal. He said "we do not wash cars here, that is why we did not rotate your tires! " What? They never told me they had not rotated them, and they had balanced the front two although they were full of dirt. Why didn't they tell me they could not instead of allowing me to leave thinking it had been done? The manager told me (rather rudely) that because I was rude and in a hurry, he decided to just do the front and get it out immediately. (This he did without informing me). So after a few shouts, I left deciding to complain to someone who might care!

I have been here multiple times, and each time the employees were very rude, blunt, and unprofessional. I have had a few flat tires, and asked to get them patched, they immediately say "You need a new tire" without even touching the tire. They are trying to scam me into buying a new tire, obviously.

Bought 4 new tires and asked to deposit my used motor oil. Is there not a law that prohibits a business that changes oil to turn consumers away who want to deposit their own used motor oil?

Brought my van in for an oil change and tire rotation on 6-15-2009. During tire rotation broke off lug nut, they did replace it free of charge, but repair took over 2 hours, and way told it happens all the time with make of car I have. They are the only ones to work with this vehicle since putting new tires on.

Also, last oil change they left the radiator cap loose, I lost antifreeze after driving a distance of 700 miles the day after the oil change. The time before when they put new tires on they left down a bar under the car, than assists in the storage of the spare tire. Will never return to this specific store again. Cost of $100 for a mechanic to look at the car and refill it with coolant.

I called ahead for an appointment the day before the work was done. I was told that i could just come in any time. I asked to have a set time to have the service done. They said that 12:00 noon was fine. When I got there I found that four other people also had the same 12:00 time scheduled. I was having four tires mounted.

I was told that the car would be ready in two hours. Two hours later, after asking for an update on the work being done, I was told that the car was just going in now. At that time I asked how long it would take to complete the job. They told me 1 1/2 hours or more depending on how long it took to complete the alignment. I told them to forget the alignment.

After being there for over 3 1/2 hours my car was finally ready. Then it took me another 20 minutes to get someone to cash me out. Everyone that I met in the shop that day said the same thing, I will never come back to this place again. Now I have to make an appointment at another place to have the tires aligned. I am not a happy customer. I cannot believe they are in business.

I took my car in for a tune up where they were simply replacing some fluids and checking to make sure everything was working okay. From the time I picked my car up it was not shifting correctly, gears kept jumping and overall was not driving correctly. We called the next day to let them know. When they replaced the transmission fluid, they had used the wrong kind and offered to change it out for us. We took it back in, had the change it out, but the same problems persisted.

At this point, NTB was not willing to help any further. We continued to call and stop in but never had calls returned or were able to speak to the appropriate person. Then our transmission totally gave out. Again, we tried to contact them, but to no avail. Apparently the store manager vacations for most of the year. I even contacted corporate who ensured me the district sales manager would be in touch. Never heard from him.

Followed up with corporate several times and they've also been unwilling to get in touch with me, resolve my problem, or even offer a simple apology. Think twice before taking your car to NTB. Not only were they careless in their work, but also unwilling to rectify the situation or even simply give a call back.

A short time after purchasing tire from NTB my wife was turning a corner had one of the tire fail (tire came off of rim). Fortunately on coming traffic was able to avoid her and serious injury was avoided. Within the hour we were at the NTB store with our defective tire and paper work. We were told by the mgr that the tire was not defective and was probably flat before she took the corner. The mgr than proceeded to tell us of story of a woman who was in earlier in the day and had 2 flat tires and didn't know they were flat. This brought about a big laugh from the other 2 employees.

My wife asked if he was trying to imply that because she was a female she didn't understand what just had happened to her vehicle. This brought about some grins from the guys and a sharp reply of "no" from the mgr. This company is very degrading towards female customers. Their customer support is very cordial but offers nothing in the way of a resolution. All in all, a horrible experience.

I have been a loyal customer of NTB for years. I have traveled to three of the many NTB stores in MD. Every time I have gone to a new NTB the service level was not the best. But I continued to go there because I did not want too many people working on my vehicle. This last time was the worst. I called to get a quote on a 60,000 mile check up. The gentleman (Bob) said that he could not give me an exact amount over the phone. So, I decided to go to the store to see if that was true. The gentleman at the counter told me it would be about $400 for the package fuil flushes. I was satisfied w/ the price so I booked an appointment for Sunday @ 8 am.

When I arrived, the same gentleman that I spoke w/ and made the appointment w/ was there. Besides not remembering me or acknowledging me, he told me that the time for the whole job would be an hour and a half. The job wound up taking 4 hours. I sat in the waiting room, dirty like all the rest of the NTB stores, and watched person after person come and leave. The gentleman, I presume was the manager, said that he would keep me posted. He only checked on me once. I am not sure if it was because I was a female or what but it seemed that when men came to get their cars serviced they were done in a shorter time. People that have appointments should take precedence over walk ins. That is just how it should be. NTB has lost a customer and more importantly, I would not refer any of my friends to [their] establishment.

Purchased Michelins for my truck, which took 2 1/2 hours to install and align. Next day I noticed the steering wheel was not straight and the truck pulled to right. Went back and they changed the tires around and looked at alignment again and decided that the tires were defective. They said they would order new tires. I had to keep calling to find out if the tires were there, and one of the guys said the tires would be there on Sunday. Sunday came and I went to NTB to find that the tires were NOT there, and no one had bothered to let me know. Finally the tires arrived and the manager, Matt, set up my appointment for 7am on Saturday. He seemed VERY irritated that the job was going to be done over.

I arrived on time at 7am, and there was no one there to do the work. No one arrived to start work on my truck until 7:45am, and then the Mechanic found that the lugs were on so tight that he would have to wait until one of the other mechanics arrived who had a more powerful lug wrench. I waited over 3 hours for all of this work to be done, to discover that the alignment problem was still there. The new tires were from the same batch as the other tires, and so for the third time, they had to order new tires.

This time, the older service rep. said he would call me about when the tires were in. He is the only person there, in service, who actually seemed to care about the service part of the business. He called 3 times, to give updates, and to finally set up the work. He is the guy who should be the manager, to train all of the others who do not seem to understand the concept of customer service. My final visit took over 2 hours for the tires to be installed, and the alignment to be checked. They guy who does alignments let my truck sit waiting for over a half hour before he decided to take it in, and I am not sure how well he checked the alignment.

The mechanics seem to blame me for the problem with the tires. There seemed to be no communication from the manager to the mechanic about the reason this was happening. They seemed not to really care if the alignment was not right. The steering wheel is now only slightly to the right, and the service rep did not correct the mileage record for the new tires to the mileage current on the truck, which I did not notice until I was almost home. I will not go back. This has caused me so much time and they have built up so much bad feeling, that I will never go back.

I am going to have someone else check the alignment to see if it is correct. During the many times that I waited for my truck, I spoke with a lot of other people who were waiting for their vehicles. Most of them were unhappy about the wait times and the bad service. It seems to me that the NTB employees are poorly trained, or not at all trained, and perhaps have no incentives to actually treat their customers well. I could see that they have a lot to do, and maybe really need more employees to handle the work. I do not see how they stay in business with their poor skills, so maybe there is a large turnover. I just know that I will never go back and will warn everyone I know to stay away from them.

On 8/31/2007 I bought four new tires with lifetime balancing/rotation for the sum of $510. The car had to go back on 9/2/2007 b/c the balancing was done improperly. They rebalanced the tires which took over two hours to get the car back. While they put on the new tires on 8/31 the young kid who worked on my car broke off all four of my custom valve stem covers. The covers come off with a special tool for which I was not asked to give to them to take the covers off properly. They replaced all four with a cheap chrome cover and made no apologies for what had happened. They gave no explanation for the improper balancing and did not apologize for their miscue.

On 10/4/2008 I took my car to them for a front end alignment and rotation and balance which cost $110. When I took the car out on the highway on 10/6 to go to work I had such a bad vibration in the front end I couldn't go over 58 mph when the speed limit was 65 mph. The front end drifted to the right and the car felt worse than before I had the work done. I called the store when I got to work and spoke Nelson **** who told me to bring the car back in. I was fed up with two episodes of purchasing goods and services that could not be installed or performed correctly the first time. I called their corporate office and spoke to a CS rep who took my information and said they would forward it to upper management but offered no other remedy for the matter.

I took the car back on 10/6 and they took the car to the back and an hour later they stated they re-balanced the tires and found that the alignment had been done properly and couldn't understand what the issue was. Nelson **** asked me take it for a test drive and of course the only place a true test drive could take place would be on the interstate where speeds could be reached up to 65 mph, legally. I told them since I couldn't do a proper test drive without going to the expressway, the test drive would have to be done on 10/7 when I went to work. Currently, the matter in open for resolution until the test drive can be done.

Why should a consumer have to go through this each time they take their vehicle in for service? The job should be done right the first time. The amount of money spent and the time invested warrants the job being done by qualified individuals, the first time, not when a complaint is made and a second visit made.

I purchased four new tires 6 months ago. One tire developed a slow leak and should have been replaced. Store manager stated he did not have the tire but another location 15 min away had one and he could have it in two days.

Two days later I returned to find they did not have the tire, no record of me being there two day earlier and had to recheck the tire. I also found customers in the waiting room complaining about the service. One customer pulled up in the parking lot and immediately began to shout at the manager that he was back because something they worked on was not fixed. After seven days of calling the store, they still did not have the tire.

I went to the location the manager stated did have the tire. They found that the first store had broken the air-sensing gauge in the process of checking the tire. They sealed the leak and replaced the sensing gauge in less than two hours.

I found the Stafford location employees to be incompetent and unprofessional.

I brought my car in to have one tire replaced when asked how long the wait would be was told 1 hour, I was there at 2pm at 3pm I asked when will they be working on it was told in the next 20 minutes that never happened at 5:30 I asked how long it would be and was told I should be next at this point I asked for my keys back and was told no problem and given my keys no apologies no explanations the entire time just very poor customer service

I had to drive back to my home which is about 40 minutes away from that location on a spare tire that was damaged all because of the incompetent staff that worked at this business I would never recommend anyone to do business with this company or any of its affiliates! Driving for 40 minutes on a spare tire that is already damaged was life threatening for me and my children who were in my car.

Given unsound advice regarding the number of tires that I needed, charged for repairs and some life time tire balancing program that was not explained or requested. I telephoned the store the next day, the manager was off, I telephoned multiple times the following day and was told the sales representative was basically an honorable person and would not sell me anything that I did not need. He would be unable to help with the problem until he spoke to his sales person.

Today he return my call saying he spoke to his the sales representative and was told that everything was explained to me. Well it's his word against mine, maybe he thought that he explained everything. Oh Wyson did offer me two free oil changes, which he can keep. An expensive lesson, at this point I don't have any physical damage, just mental anguish, wasted time and money.

I returned to the Vernon Hills store to discuss the problems with my wheel alignment. They said it was my fault; I must have hit a pot hole to knock my wheels out of alignment after they performed the service. I didn't hit anything. I told them I noticed problems with the car as soon as I got on the Interstate and the car was almost undriveable so as soon as I got to my destination I had the car checked and was told it was seriously out of alignment.

What I believe happened was the NTB technician did not mount the alignment equipment on my car so it gave a false reading that the wheels were aligned when they weren't. NTB refused to believe me and said the problem was my fault. I did not drive over any pot holes, bad roads, speed bumps or any major rough rail crossing, so driving the car on smooth interstate roads could not have had any impact on the alignment - it was improperly done by NTB technicians. This is the second car NTB has failed to service properly. I was satisfied with them in the past, but since Sears sold them the service has gotten terrible.I paid for a second alignment and got no refund from NTB for failure to perform a proper alignment.

Took my car to NTB 6/4/2008 for oil change and exhaust system replacement. The outside exhaust and exhaust gasket were replaced and oil change done for the amount of $479.45. I drove the car to work and it had a loud sound while accelerating and the heat come from the car was extreme. I returned the car to NTB on Saturday 6/7/08 and requested that they correct the problem. I asked them to evaluate their work and the parts they replaced. Two repairmen looked at the car and left me just sitting in the waiting room, no one came to tell me anything.

After 30 minutes I went to the desk and asked if someone could tell what the problem was, as no one was working on the car. The employee at the desk told me the person that took care of me before would speak to me. He did and told me that he informed me on 6/4 that the parts they were not replacing were old and that was where the noise was coming from the old parts, not the work they did. I explained to him that those parts were not a problem until they worked on the car. He then took me for a test drive, because he said he did not hear the noise. After the drive he said it was the old parts.

I repeated to him that I was not satisfied as those parts were not a problem until they worked on the car, he even stated to me prior to the initial work that those parts should be OK. His only suggestion to me was that I have the additional work done at great cost to me. I asked for the manager and he said he was the manager, Tim Keller. My car sounds like a truck and I am afraid I will get a ticket or it will catch fire. I have done business with NTB for many years and I will not return after this refusal from this shop to accept the responsibility for the poor work and/or damage to my car.I spent $479.45 and still have a problem with the exhaust system of my car. I think the additional problems were caused by NTB. I am afraid the car will catch fire.

I took my car to NTB on Saturday, May 31, for a 4 wheel alignment. It was wandering on the road and pulling left. The service cost $110.

Shortly after picking up the car I had to leave town on business (I travel heavily on the interstate roads), and quickly noted the vehicle pulled left worse than ever. I drove to my business location in Madison, WI. The car was pulling so bad on roads I was forced to drop it off at another service provider (there are no NTB locations in Madison) to be checked. They informed me that the alignment was way out of spec (the spec on the front was 0-+20 and my wheels were +37 and +87). Since I had several hundred more miles of driving to do and the car was dangerous to drive due to its unpredictable handling on any road, I had it realigned.

I have used the same NTB for many years when it was owned by Sears, but since they sold it, I have had nothing but problems (my wife's car was previously serviced there with disastrous results.)

I was heading to PA from Roanoke VA, and my brakes were feeling spongy. I went to NTB to see if they could see what the problem was.They told me that I needed new brakes, new calipers and a new master cylinder. It took them 4 hours to look at my car. While they were trying to take one of my wheels off, they hit the rim with a mallet and chipped off a big chunk. The rims were white alloy that came with the car. They told me that they would replace the rims, which they did. Whilst I was driving around I could feel some vibration on the car. I took it to a mechanic who said that the rims were not tightened down on the hub and that NTB need to put a spacer or something inside so the rims would be tight. I called NTB and explained what I had been told.

First they said it was probably corrosion, Then they said it was the bearings. I told them what the mechanic said, and then they said that it was because they were new rims and that they needed tightening because they were just fitted--and it happens on all new rims. It took them another 2 hours to tighten the rims. My mechanic looked at my car and said the master cylinder was fine. NTB wanted $500 for new cylinder, brakes and calipers. I will never got to another NTB as long asI live. The customer service is terrible.

I could not travel back to PA from VA to see my daughter because of what NTB did to my car. I was going to see my daughter as I had not seen her over Christmas, and this was going to be our Christmas.

I had NTB put 4 new Goodyear tires on my car and they also said I needed a front end alignment. A week later I had a blow out on my front passenger side tire. I went back to have that tire replaced and asked them to check the alignment again. I brought in my car at around 3:30 PM and they said they were busy but my car would be ready in about an hour, hour and a half.

I came back at 4:30 and my car was still sitting in the parking lot. I then told them to call my cell phone when my car was finished. I then got a call around 7:30 and I was told that I needed both a front and back end alignment. I was then given a call at 8:30 PM and was asked if I was going to pick up my car because the shop closes at 8. You can tell I was all smiles after this phone call. I then went to pick up my car.

I was charged a tire disposal fee on my bill but yet they left me a present in my trunk. Yep you guessed it. The blown tire that was supposed to be disposed of was left in my trunk. I don't know what they wanted me to do with this, maybe mount it above my fireplace? Who knows? I have never in my entire life dealt with such poor service.

Purchased 2 new tires, alignment, oil change. Left car originally for 5 hours. They never balanced the 2 new tires, causing severe vibrations, and had to bring the car back a few days later. I had to wait 3 hours for the tires to be balanced, and wasted a whole night. I had to drive back to the shop (10 miles), and wait an additional 3 hours for the tires to be balanced, since they forgot to balance them in the first place. Poor service.

I called NTB mid-day to find out the store hours, the guy advised on sunday they were opened until 7 pm, I told them I would be in a little later today that I wished to have the tires rotated. I arrived at NTB at 4:25 pm where 1 guy was in the garage and 2 guys were in the store, the one guy asked if there was something he could help us out with. I told him what I was there for, he said the guy just left for the day, I told him that was nice I wasted a trip over here. The guy was not apologetic or anything, he said sorry but we closed 25 minutes ago. If that is the case then why was the store still unlocked and they had another customer still in the store and also, why did he ask if he could help us when really he couldn't?

It wouldn't have been that hard for him to just apologize and take 15 minutes out of his schedule and rotate the tires, after all they were apparently still open until 7 pm??? Needless to say, with the poor customer service we received we will not be going back to NTB, there are plenty of other stores that sell tires. This is not the first time I've heard complaints about this particular store.

I purchased 4-new Michelin Tires and brakes from your north Raleigh,NC location. I drove away after the work was completed only to find that my truck was driving worse than it was with the old tires. I brought it back and ask them to fix the problem. The rebalanced the tires and could not give me an explanation as to what was wrong. I drove away again to find that the problem still existed and they had done nothing to fix the problem. I went back one more time but had the same results.

I then took my truck to a NTB in Cary, NC to have them rotate and balance my tires. It was reported to me that one of my tires was extremely out of balance which is attributed to the other store actions. The truck seem to drive a little better but still not the way it should with four new tires. I took the truck back to them later on to have them balance and rotate my tires. When I left I noticed my truck drove terrible. My front end shimmied really bad at 60-65mph. I then decided to take it to another tire place for a second opinion. The balanced the tires and happened to charge me for it. The good news is they seem to know how to balance tires.

My concern is I spent over $700.00 on the new tires which are now unevenly worn due to NTB incompetence at tire installation, balancing and rotating.

All I wanted to do was have my brakes checked before I left for Colorado. On 9/22/2002 I went in for a brake inspection, the results were I needed to replace my pads and have the rotors ground to specs. This was acceptable since I had put about 37,124 miles on my 2000 Grand Prix GT. However in March of 2003 where my mileage was now 46,645 I started feeling vibrations up front. So back to NTB same store in Palatine. They said that one of the pads had to be replaced, and both front rotors. I basically got an extra 9,000 miles out of their ground rotors.

This past week, I have once again felt vibrations in the front brakes, so I took the car back to NTB, this time I had 57,000 miles on the car. After waiting 2 hours for just an inspection, they told me that I had runout and I needed to have my rotors resurfaced. But when I looked at their spec sheet, it appeared that If I did that my rotors would be at the min. mfg spec. I said that when I purchased the brakes they came with a 12000 mile warranty. He said that is only good against defects.

I said wouldn't you say that only putting 10k miles on a NEW rotor be a defect. His reply, oh no that happens a lot that we've found. Since the store has now been closed by 30 minutes, I asked the manager if I could come back tomorrow at 5pm and have the rotors done, he said that he would let the staff know, and that it won't be a problem. Well I come back the next day right at 5pm, only to get this answer -- well we can't do it right now, but if you come back in about 2 hours we should have time then, because right now there are 2 jobs ahead of you.

I said, well you close in 2 hours, and I talked to the manager yesterday, he said that when I come back it will be done immediately. He says, I'm sorry there is nothing I could do. Today, I was looking over their brake inspection sheet and I noticed that somehow my rear brakes have gained thickness over since the last inspection of 9/22/2002. How odd. Hmm, did they even bother to replace my front rotors at all? I will never know. This really makes me wonder if they know what they are doing over there.

I took my car to NTB. I wanted to purchase new tires (if needed) and get my car aligned (if needed). I wanted to first go to NTB because I would be able to go there about every 4 months and have them balanced and rotated for free. I purchased four new tires and they told me I needed new struts. So I said Okay and they put new struts on my car and four new tires and aligned my car. It cost me about $960.00. Shortly after this (I mean shortly) I heard a squeak and odd noises. I took my car back into the NTB and they said they did something wrong so they fixed it and they said that they gave me a new alignment. They said they aligned it at no cost because it was something they did.

I picked my car up and it had a horrible squeal. I couldn't get it back to NTB (I have a busy life and I thought I was taking my car somewhere that was reliable that I wouldn't have to spend a bunch of time fixing their mistakes). The other day the car began to drift to the right and I had my daughter in the car. My friend was following me and told me that it pointed to the right while I was driving and it swerved when I turned.

I took it to Bay Area Automotive and told them this history and asked them to look at it. They called me and said that they don't like to say negative things about other repair shops but this was especially disturbing because my car was way out of alignment. He said that it would need to be aligned and realigned and that should cure the problem. He said that stuts shouldn't take that much to put in and it looks like they turned the bolts a more than necessary.

Anyway, I really trusted NTB and I think I was taken advantage of. I would like to get my money back on the alignment. I really want to get my money back on everything because I told them I didn't want to put four new tires on if they couldn't align my car. But, they said that they could so I bought new tires. The problem is that I went to NTB because I thought I could go there every 4 months to get the tire rotated and balanced. But, now I don't trust NTB so I don't want to go there.

Diane should sue the company in Small Claims Court.

I have taken my 2000 Dodge Ram Pickup and 1993 Plymouth Voyager to NTB for years, have bought the lifetime warranty for both vehicles for the balance and alignment of front end and tires. Have repeatedly had nothing but problems, and it doesn't help when I try another one of their service locations (I also tried the 6700 Schrock Court, Columbus, Ohio address).

I will go in to have someone balance a tire, they put new people on the machines and I finally have to go find someone to help that person balance my tires properly, as they don't know how or what they are doing. I have taken our van in, they lost the keys, took them 1 l/2 hours to find them!

Another time, they were to balance tires on van, ruined a rim and tire, had to take time to return when they did finally get another one in, yes I got it for nothing that time, but the inconvience and frustration are ridiculous. I am tired of this. All I get are hassles. I'm in their computer. I give them lots of business, but as of yesterday I am done. Don't have time to mess with them and their ridiculous excuses. How do I get the mony that I have paid to them back for these lifetime warranties?

I purchased directional tires from NTB and they installed them incorrectly. As you know, directional tires are designated with an arrow to tell which direction the tire should be turning when on the car. Well, the bright young gentlemen who work for NTB in Conyers, GA obviously could not figure this out. They installed my $160 tire backward, which if I had not realized in time, would have ruined the tire. When I brought it to the attention of the manager, he told me "no big deal". However, I at least got the manager to correct the problem.

I decided to take my car to NTB to have my tires rotated. I arrived about 3:00 p.m. and was informed that it would take about 45 min. Around 3:55 p.m. I checked on my car, only to be informed that the new sales rep had not taken the work order back to the service techs but left it laying on the service counter.

I was not a happy person. I then asked to speak to the service mgr. but only the assit. service mgr. (Charlie) was available. He was very apologetic and said that he would bring the car in and rotate the tires immediately. Now this was about 4:00 p.m. He brought the car in and from 4:00 p.m. to 4:30 p.m. nobody touched until I decided to leave.

I needed brakes repaired on my 94 Altima, called NTB was told they were not busy and to come on in. I got there around 9:15 am. John did paper work on my car since I purchased my tires there it was suggested I also get free tire rotation while I was there, so I agreed. John asked if I going to wait for my car I said yes and went to waiting area.

Around 11:00 am I began to wonder why customers who came in after me were leaving before I was. At 11:20 I went to the door and looked out to see my car was in a different parking slot, I asked the guy at the counter if my car was ready, he asked my name and checked then said yes you've been ready. I take out my wallet to pay, he says there is no charge. I'm confused at this point, I asked since when are brakes free. He's confused now.

Make a long story short they only did the tire rotation they did not do the brakes. I asked why then some smart guy is going to tell me it's my fault because they don't do brakes until the customer ok's it. I told him that I had been sitting in that waiting area since 9:15 and no one had come in to tell me anything. I asked for John and was told they didn't know where he was. I demanded to see John then they took me back to his office.

John's excuse was that he had to unload a truck and he told someone else who most have forgot I was waiting. I was told that it would be aroung 2:00pm before they could get to my brakes. I did not accept those terms and demanded that my car be the next one they do. They took my car back in the work area but it just sat there up in the air with the hood up. After about an hour one of the guys from the desk came and got me, he told me he was going to ring me up because my car was about ready. I paid the lady at the counter and was told they would bring my car around out front.

I went out front to wait for my car. Well I waited for 30 min. I went back to the counter and asked about my car and was told I must have misunderstood they were just getting me ready to leave when my car was finished. I just could not tolerate these people any longer I told them how deceiving they were and what bad service I had gotten.

I finally got my car maybe 30 min later, by the time I got home a hub cap had come off and was smashed in traffic, by the time I got it back to NTB the next morning I had lost 2 hub caps. They looked at my car wrote down the style of hub cap and told me they would order new hub caps and call when they were in. Yesterday I lost hub cap #3. I had the brakes done on my car on 5/29, Today is 6/12 I called them to ask if my hub caps were in and to tell them about the 3rd hub cap. I was told no they were not in and that they would only replace two hub caps and that hub caps get old and they sometimes pop off. I've asked to speak to the manager, but he is always busy or out. I've had 2 or 3 sets of tires put on at this business in the past and I've never had any problems with my hub caps coming off before.

I took my Plymouth Laser into NTB for a simple tire rotation and balance. The sales person told me that it would take less than 45 minutes so I went into the waiting room and began to wait. 30 minutes after he told me this, I checked my car and it hadn't moved. Another half an hour after that the same sales manager came up to me and gave me my keys telling me that my car was all finished.

I returned to my car, finding it in the same place as I originally left it and started to inspect the tires, figuring they hadn't touched it. Sure enough nothing had been done. Upon confronting them, they claimed that they had worked on it and that it was finished, which is a blatant lie considering my tires are marked in such a way that I know what their original configuration is. Not wanting to waste the rest of my afternoon I just told them I wouldn't ever come back and I left. My friend also had a similar problem with an NTB just down the road in which her dead battery wasn't replaced, just recharged but she was still charged a full new battery price.

I took my car in for a front-end alignment. NTB called me to inform me that I needed rear shams for the alignment at the cost of about $30.00 each. I asked them why I needed new ones, they stated that mine had been damaged. They claimed that my car would be completly aligned if I got that part.
When I went to get the car they told me that they couldn't align it because of another problem. I also discovered that my car is not equipped with shams and did not need the part to be aligned. I ended up paying $111.00 for a part I did not need and an alignment that wasn't done.

I took my 1998 Honda Accord in at 10:23 a.m. for a simple tire rotation and balance. I was told it would take about an hour -- no longer than 1 hr. 15 minutes. I gave them 2 hours; the car hadn't been touched. I talked with a woman behind the counter; she checked and told me it was next. But 45 minutes later, the car was still in the same spot. There were workers standing around but no one worked on it.

So a man who was also working the counter asked me if my car had been done, I told him "no." He checked on it and said it would be ready soon. 20 minutes later, the car was still in the same spot. So he had to leave his station and go and assist the personnel who were just looking at the car.

It took 4 HOURS for me to get a simple tire rotation and balance. As I was driving off, I noticed grease on my dash board and on the door. I was too tired to go back and fight with those people.

Every since Sears bought out NTW and changed it to NTB, it has gone to pot. Someone needs to straighten them out and get some competent people in there.

This is a complaint about the NTB franchises in general. I've been to three: two on FM 1960 W in Houston TX and one in Roswell, GA.

I moved to the Atlanta are shortly after the first incident. Two years later, I had a girlfriend who lived near and NTB in Roswell. My battery gave out one day at her apartment and I took my car there to get a new one. I wasn't to realize this until much later, but when my battery was replaced, the mechanics neglected to put back in the restraining bracket for the battery and now it slid around loose in my car, causing the cables to get disconnected.

I had several problems getting the car started afterwards, thinking it was a maintenance problem. I didn't discover what had happened until later, when I was getting the car looked at for other reasons, which I shall explain below.

Incident 3: I moved from the Atlanta area, I returned to Texas, this time to the Dallas/Ft. Worth area. I decided to visit my parents back in Houston at one point late last summer. While I was there, I again took my car for routine rotation at the original NTB near my parents' house. They rotated and balanced my tires, but this time, they neglected to tell me that my tires were severely worn and in danger of giving out (which, by the way, was only two years and maybe 50,000 miles after I purchased them).

I fully realize that it is ultimately my responsibility to see to the care and maintenance of my car, but one would still think that at a place that specializes in tire care, one of the mechanics would have noticed this and at least pointed it out to me. This is to say nothing of the fact that the employees at that store chose to pass up an opportunity to make $400 for NTB. One week later, my girlfriend was visiting me and using my car. She was on a desolate stretch of interstate between Dallas and Ft. Worth and one of the worn tires gave out.

She was stranded, five miles at least from any kind of service station or telephone. She pulled over on the side of the road in the Texas summer sun and attempted to change it, and fortunately a passing motorist pulled over to help her. I am not looking for financial compensation. I just want to notify NTB of my problems and why I will no longer use their service. I would like my complaint added to others' on the NTB complaint page.

When visiting South Carolina, I hit a broken storm sewer that slashed two tires on my new car. NTB was across the street and I thought being a Sears store I would be in good hands. Wrong. They had to keep the car overnight because I had to order a wheel for the car. While they had the car and were waiting for the wheel they pulled the little spare from the trunk to move the car around. When they did this they threw all my tools and belongings all over. When they were done they just dumped the spare back in the trunk with everything a mess. Didn't secure it or anything.

Taking all my vacation cash they told me I needed an alignment. I just gave them my last $300; they would not do the alignment. My sister who has Sears credit card called and offered to buy it on her card, but they would not take it. So I left for my parents in need of an alignment.

On the way down to Florida the car was handling funny. It got bad so I stopped and had it checked. The car dealer said the new tires were never balanced, although I had paid NTB for balancing. I contacted Sears on email; they called me and set up a three-way conversation with Chris, the store manager. He gave me a lame apology and a promise to send me what I paid for the balancing.

It has been a month since the phone call with the promise of sending me $19.95 I paid for the balance I never got. and I have heard noting since. I feel they owe me more then the $19.95. Sears should have followed up to see if they did anything.

My sister who had a Sears card for 20 years cut it up and thew it away. I am the chief engineer for a Buffalo real estate company and I buy all the tools. I had been buying buying Craftsman. I will now buy Huskey Toos at Home Depot, They have a better standing with me after this.

One week ago, we took our 1992 Jeep Cherokee in for new shocks. On a recent in town trip we experienced loud thumping from under the vehicle. My husband conducted an investigation by looking under our vehicle, to discover that on the driver's side only one bolt was holding the new shock absorber to the axle. To his greater dismay, on the passenger's side of the vehicle, he discovered NO BOLTS were holding this new shock onto the axle.

We contacted the NTB. They were not too concerned and told us, "These things happen."

We were told to bring the vehicle in, which we did. The repairs were made in a timely fashion, yet the attitude of the customer service manager was curt and dismissive about what could have been a disastrous situation.

We felt that our family which includes a four-year-old girl, was placed in danger by the inept servicing of our vehicle. This was further compounded by the cavalier attitude of the staff of this store. They neither care nor expect their customer's vehicles will be serviced in a proper and professional manner.