National Tire & Battery Reviews

They call me from the waiting room and I paid my bill and I got in my car and started it up and noticed the engine light was on and the traction control light was on. I went back inside and asked why those lights were on, and told them that those lights were not on when I brought the car in there. The Yahoo who took my car in the back to try and figure out why those lights were on and he told me a bunch of crap why the engine light was on and didn't have an answer why the traction control light was on. The yahoo went into the back as I basically stated that NTB screwed up the car so they can get paid to fix something else.

I never heard of the engine light and the traction light coming on just from having 4 new tires installed. I guess I should have went to Wal-mart and paid half as much and not have these problems. I never ask them to even open the hood, all I wanted was tires. I strongly believe that NTB rigged my car just so I would have to spend more money with them. I have yet to speak with the manager about this matter, but I doubt I will get any results just from reading these reviews. If this is NTS's business practices, I'm surprised they are still in business. This is the first and last time I will ever set foot in a NTB, even if I have to pay someone else to fix the engine light problem and the traction control light problem.

I take it to NTB on Hwy 153 in Chattanooga, TN and explain this to them. They instantly defended themselves stating this is something she ran over. Keep in mind, there was nothing left in the tire. Just a huge round spot with some damaged tread. After arguing with them, they fixed the tire from the inside out. I've been on the phone to their corporate headquarters twice now and both times they've sent me back to the local store.

I've requested that they replace this tire as it's defective. I've done business with this store for over 12 years! Never purchased my tires or my daughter's tires anywhere else. Apparently this means nothing. All I've asked of them is to replace this tire as it is now compromised. My grandchildren ride in this van and I feel that they are all unsafe. Now the tire is leaking!

I can assure you, I will NEVER do business with them again once I get resolution to this issue. I'm about ready to contact Michelin directly and let them know what kind of retailer is representing their product. From reading all the negative reviews, I believe NTB needs someone to come in there and clean house or shut down one. It appears this is a nationwide issue.

Why were all 4 wheels removed from the vehicle to change the oil? This should not have occurred! I never gave them permission nor did I even remotely think for a second they would remove all 4 wheels! They then explained to me that my brake pads both front and back needed to be replaced and that my front struts were breaking. And all of this since Mid-August when they put on my new tires?

Now I was monitoring and expecting to have to replace the back brake pads prior to the end of the year; however, I only took the car in to have the oil changed. I did not request that it be checked for all possible work. Once I finally escaped from NTB and reviewed my paperwork, I learned that my front brake pads were just replaced in Feb. 2012 less than two years ago. I believe their removal of all 4 wheels and their approach to demanding this work be done immediately, was under-handed, inappropriate, and just plain dishonest. I strongly warn others from doing business with these folks. I never will go there again!

Oct. 2013 I took my truck to NTB in Liberty to get an alignment. I had made an appointment online for 10:00 am & call the store to confirm the appointment. I get there @ 9:00 a.m. & they did not start on truck till 12:30. When they finally got my truck up on the rack & did their inspection they told me both my wheel bearings needed to be replaced. They showed me how they checked it & what they did was grabbed my front wheel & wiggled it. I told them NTB on Stateline did the same exact thing when they told me my Pitman arm needed to be replaced. I asked them how come the Stateline store did not tell me my wheel bearings were bad then & they told me that whoever worked on my truck at the Stateline store either overlooked it or just missed it. I asked how much it would cost to replace the wheel bearings & was quoted around $700.00. I told them I did not have the money for it & told them to do the alignment anyways.

At that point they were just trying to talk me out of the alignment & talked me into getting a NTB credit card so I could pay to get the wheel bearings replaced. I was pretty ticked off that I paid for a year long alignment & the Liberty store did not want to do my alignment till I purchased something else. I feel like I get raped every time I go to NTB. After my 1 year is up on my alignment I will not do business with NTB again. I will not recommend anybody to go there. I was told not to go there by several people before I went. Should have listened to them.

Three hours later, when I returned, I learned they fix these types of sensors - but a different rep was there. They should have offered this when the tires were being replaced. Customer service is not their focus. So now I can either take three more hours off work to get this done - at a dealership or at NTB. Then I called the dealership and learned they are less expensive for the sensor replacement than the NTB store. I'll never go back - save your time and money and go somewhere that acts like they want you.

On 9/22/2013 my daughter who is to be 21 in a few weeks made an online appointment with National Tire and Battery to have her oil changed at a 10:30 am appointment (Note: while making her appointment the website stated it was having maintenance and it shut down. She stayed up until 9/23/2013 at 4 am to make her appointment since the website was down 3 hours. Her Order was ** at the #774 store on Eldorado). My daughter of whom the car belongs to dropped the car off at the NTB Store. After making an appointment to specify what services requested there should be no need for any explanations of what is requested. The customer chose what service is needed and wanted to maintain the car. She's showing to be responsible by taking her car to NTB to get services done on her car. It would be expected the salesman to recommend the other oils and let a choice be made by the customer. Which is not what happened. She left with the impression her bill would be $19.99 plus taxes and that's it. She informed them of her appointment made online; she told them she came for an oil change. She dropped her keys off and left after dropping off the car.

She needed to pick her car up before getting to work at 5:30 pm and was running late. My son who is 22 years old went to get her car while she got ready for work. She was expecting to pay $19.99 plus taxes. The gentleman behind the counter told my son the bill is $79.00. The gentleman behind the counter took $5.00 from a coupon that my son happened to have in his possession which he was going to use it for his car at a later date. When my son explained the bill was expected to be $19.99 plus tax that his sister budgeted to take care of her car, the gentleman behind the counter said all he can do is$ 5.00 off. My son explained to the gentleman that my daughter did not have the extravagant amount of money for the bill again. The gentleman explained that the oil change was with synthetic oil and it's a $79.00 oil change. It was $68.00 and still was not expected as the $19.99.

My son stepped away and called me/his mom. I live within walking distance so it took 5 minutes for me to arrive. After arriving the gentleman named ** said no matter the bill is a synthetic oil change. I informed him I have a screen shot of the appointment made for the oil change on the car and it's a basic oil change not synthetic. Synthetic is the premium oil choice for any car. I stated the appointment is for basic. He says that car is to be changed with synthetic oil only. I asked him, "Doesn't the customer have a choice? You have a pad here on the desk so the customer can choose." I asked, "So you're not going to give me a choice? This is a free country. I should be able to choose which oil I prefer for my car." He stated, "NO, for this car there is no choice." I asked, "IIs it because of the past history of the car?" He stated, "NO; that's not why. It is because it's got synthetic oil in it now." I told him it's there because he has told us the past 3 times the car has to have synthetic oil service done on the car refusing to give me or my spouse a choice.

Previously the oil pan was replaced and when it was replaced he said it has to have synthetic oil not giving the customer a choice. This was the 3/14/2013 service date. Due to an error on his part this service occurred. He also later apologized because he was denying doing the last oil change at which this is the only place the oil had been changed since purchasing the car. My spouse and I have a car at 300K and it only gets basic and mine is 150K, the same basic oil changes at this NTB. We feel confident we can make appropriate service decisions for the care of our cars. Not to mention we do have mechanics in the family to refer to the recommendations and as we feel the need.

After speaking to **, he stated the past 3 times the oil was changed, it was synthetic. I explained to him not at our choice, we do not want synthetic. Even reading the manual of any car it has a recommendation of synthetic it's been like that for decades. No one really does this unless they can afford $100.00 approximately every 3 months for maintenance. (He documented on the car history that the car is not to be left for any service by anybody but me or my spouse. Also; the car is to never receive a basic oil change at this store. He firmly informed me.). I asked why? He said the car has synthetic oil in it and the Volkswagen Beetle requires it. I explained to him it's recommended for all cars but not required or the others oils would not be offered.

I took the sales oil services with Premier (Best), Advantage (Better), Select (good) services pad on the desk and held the options up to him and asked, "You mean to tell me I will not be given a choice of the services I want," as I pointed at the other oil change services. He said NO. I explained to him that this is a free country. I have the right to choose the oil services maintenance my cars receive and he is not to refuse me the freedom of choice. After speaking to **, he decided to call a number he said was corporate of which I know for sure he did not give enough information to the person on the other end to be able to get anything answered or clarified.

The main information he provided after stating he has a woman in front of him requesting basic. He asked can a car get basic after having synthetic. He said to me, "NO, see their corporate agrees with me. This car will only get synthetic and I will take $50.00 off this sale." I told him its recommended not required. If the car goes and breaks down and it's because of the choice of oil I made being basic, that's on me. If I don't choose and it has the premium services and synthetic oil and it's the oil that causes the car to cease to run, I for sure will take his head off.

Customers were witnessing this event unfold of him not being willing to let me choose the services. All of the while making sure to document that the car is to be only dropped off by me/Mom or my spouse. And they are to never have a choice of the basic oil change for this car. My spouse called me asking what's wrong since I called him to inform him of the forced services we are being forced to pay. Not by our choice. My spouse stated it should be $19.99 plus taxes if that's what the appointment is made for and nothing more unless requested. I agreed with my spouse and decided since **decided to change the cost of the current bill at this time to be $24.88. I had an appointment deadline of my own and decided to address this when I had more time.

As for consequences ultimately; I want this to never occur again, and no discriminating against my choice of services I prefer to be provided to me and my family like the rest of the population. The treatment from the salesman, publicly denying me my rights telling me NO made me even more angry. Regarding how to service or care for my cars. This is never to happen again especially if I am paying for services. He can recommend till the cows come home so I can choose what I feel is needed for my cars. Also stop discriminating against my daughter and her car to no longer happen because it's hers and she will be on her own. I will not be able to be around always. If the request of a simple oil Change and what comes with it was done, this could have been avoided.

This is not the first time. It's the fourth time being bullied to have synthetic oil. It did not originally have it in it until it was put in by this salesman our request not to do this was done anyway. Using the same excuse it's required for this car. An apology I have already heard that once it did not solve the problem, the common denominator is the salesman: **. He states he makes things right for me and takes care of me. If he made things right and took care of me, then why does this keep occurring? Also if he made things right and took care of me why did he have me sign a paragraph of only his side of the story sounding like he recommended the synthetic oil not telling me I have to have it. I want justice!

I stated I only saw one person getting in my truck, not two and I want my money back. They refunded my front end alignment charge, but the truck drives like crap. Now I have to take it back to my mechanic with my head hanging low and tell him what I did and pray we find someone who can correct the alignment! BEWARE!!! I am HIGHLY disappointed! All I expect from NTB workers is to bust tires, get that right. Stay away from the rest of the vehicle! If you were licensed mechanics, you wouldn't be busting tires for a living! Pissed, I let myself fall for the front end alignment **. Angry because NTB is scamming hundreds of people with these faulty front end alignments! Poor gas mileage, wrecking your tire tread so your tires wear out quicker and you end up coming back sooner for tires! UGH!!!!!!

The service recommendations were that my front struts were blown and my rear passenger shock was leaking and I needed my wheels aligned. They said that covered the suspension portion of the recommendations and my rear drums needed to be cleaned, adjusted, and repositioned so the shoes hit right. The total for everything would be $974 and change. I went ahead and authorized the $29.99 for the rear brakes which showed up on my receipt as preventative brake maintenance. At this point, I was very nervous and worried about my car. I am kinda OCD when it comes to my car. I bought the car at 40,800 miles. I have every single receipt for every repair, oil change, part, inspection, warranty replacement (fuel filter and power steering), etc. in my glove box in an NTB folder.

After picking up my vehicle I drove down to Valvoline (Carrollton, TX) for the oil change and I felt every single bump in the road. Even bumps that I could not see (the road appeared very smooth). There is also now a rattle from my front end. Needless to say, I am PISSED!!!! My car was great, now it's just crap. I will save up the money and get the car fixed. I might take my car back in 7,500 miles for the tire rotation (yes, I rotate at 7500) but I will NEVER NEVER NEVER NEVER let the car out of my sight again. I used to live in Waco, TX (moved last month) and never had a problem with NTB, but now I hate them.

They have replaced with butterfly plug and put not on receipt and said that "Oil Pan stripped no by us... Something like that." Since it’s their mistake they should not charge me for butterfly plug but they have cleverly not charged me for oil change and charged me for butterfly plug. Later after few days I have looked at the comment they made that "Oil Pan not stripped". I went to them and asked them why did they put that comment? Since you guys stripped the threads just remove them from Invoice. They said they won’t do it and it’s not done by them. Since Fix was working I did not fight much.

Later after that Incident I have done couple of oil changes with that butterfly plug on. Every time they do the oil change they put the remark that seal holds good. One day I asked what that means? They said this is not permanent fix and eventually washer loses its capability. At that time I thought if this goes bad than I can still get new butterfly plug and fix it like they did earlier. This cost only around 28 dollars and even if I change once year it’s not much instead of changing the pan which I know would cost lot but not sure how much?

Yesterday (August 2013) I went for Oil change and they said that they don't handle with this kind of stuff (i.e. changing oil for butterfly plugs). I told them plug was installed by NTB and I had done the oil changes after that. The guy was not willing to listen and said that it is not done here and we don't install butterfly plugs. I requested him to print out all my past receipts, which he did, and showed him it was installed her. Then he pulled out other two invoices which are related to oil changes done later after that butterfly plug was installed and tried to argue that NTB did not do that oil change after butterfly plug was installed. He showed me invoice pointing to the negative amount on invoice telling that the money was put back on credit card and they did not do the oil change.

Then I asked him to compare this negative amount pointed in invoice to one of the old invoices charged earlier. Not it was clear that they have charged me for oil change now. This guy was trying to bluff me showing the negative amounts in the invoice. Once I clarified him that they have did the oil changes then he went and talked to manager. Now manager comes and sings the same song and says that management is changed now. Then I asked them what are my options? They said they have to replace the oil pan. I asked them how much will it cost? They said it would cost $670 for pan and $340 for Labor with estimate for around $1100 along with all the fees. Please let me know if something can be done against them. They are not even willing to do that oil change with that plug on?

I just can't imagine what training they go through if any to learn how to do tires. I've always known that if you reach 3 ounces then the tire is out of round and needs a new or different tire. These tire company i.e. BF Goodrich and Goodyear stand behind their tires so if they had a bad tire they would swap it with the tire center. And do you think they even mentioned that they had to use so much weight? No, of course not. Just send you to the cashier and get you on your way. Thank God I wasn't already on a long road trip pulling a heavy trailer that would have I been worse. Going back to get refund and wheel replacements.

Goodyear found the oil pan plug had been stripped (caused by screwing it in too tight). The mechanic at Goodyear immediately showed the manager that the plug was brand new and did not fit into the oil pan. Basically, the plug was just sitting in the hole and not properly tightened because the grooves on the oil pan had been stripped.

I immediately called NTB and told the guy who answered what happened, and told him I was bringing the car to them now. Goodyear put a new, longer plug into the oil pan, filled up the oil and I went to NTB. Well, needless to say, the manager, Ron, told me that Goodyear could have done it. I asked for the name of the district manager. That's when Ron said they had to contact home office and he would call me on Monday.

Goodyear charged me $57 to re-thread the oil pan and I have complained to the BBB and they advised me to take them to small claims court. My neighbor swears by NTB and always tells me to go to NTB. I will NEVER, EVER take my car to NTB again. Thank God, Goodyear is near my house. I will be going to Cobb County courthouse to file a small claim against NTB if I do not hear from them by the end of the day today!

Fortunately, the manager was there and heard it all, and she really did an excellent job correcting it. The problem was a tire defect and it needed to be replaced, which the manager did do. On my return trip, I made it clear that the original guy was not to touch my car at all because he is incompetent. In the end, the problem does seem corrected, but I can't say for certain until I rotate my tires a few times.

Also, when the original guy was done, my factory rims (which cost over $400 EACH because they are sport rims) were covered in greasy fingerprints and streaks even though they were clean when I stopped in. The guy was sloppy and very careless. He did not seem to care about quality at all.

This was the first and last time I ever use NTB. I will go back to either the dealer or another tire store I've used in the past because they never lied to me and did not return my car a greasy mess. Thankfully, the manager was fantastic and did seem to care, but since I was originally lied to by the guy who worked on my car, I just don't have much faith in the store.

Needless to say, I took it somewhere else. They did the alignment and the car is fine. I will never go back again. I called customer service. Nothing will probably happen after reading all the other complaints. This company must be looking for the worst mechanics to hire because it seems to happen on all of the NTBs. Its job requirement is if you don't care, are rude and goof off, come to work for NTB.

I vowed that I would go back to my dealership after that which I did with the subsequent oil change. To my surprise, the dealership asked me who had done my last oil change because they had stripped the oil plug. They even took pictures of the oil pan which clearly showed how the oil had leaked and left a large oil ring. After paying $1,300 for the repair, I contacted NTB and submitted a claim with photos to their insurance company which they ultimately denied stating there was no proof they caused the damage to the plug. It's amazing that I never had any issues with a stripped plug until that one visit to NTB. I'm still looking to see what my recourse is after their denial of the claim. How interesting that the guy that changed the oil in my car no longer works there. I will never go back to NTB.

After an hour of frustration, the roach coach comes, which blocked the garage entry so it held three other customers’ cars hostage, and goes. And when smoke break is over, the manager returns to me and says he and the tech agreed that the tires looked as if the sidewalls had dry rot concerns, and they feared removing it safely and might have problems re-installing it safely. Now at this time, the manager approaches me with a $900+ estimate for 4 new BFG LT tires with all the bells and whistles! I said I’d get back to them after talking to another shop I deal with!

Are these guys nuts? How can a business succeed with fools like this? I’m an electro-mechanical engineer. I must just look like I’m an idiot! No, I just may be dumb! Get this: I drove away with my car with four bad Michelins that were never rotated and a nail pissing air through the puddles of New England! But yes! I did buy the extended road hazard service on all my tires I regrettably purchased for National Tire & Battery! Cute huh?! Don’t think I’m done yet!

They never called me that day to let me know the status, and I finally called them at the end of the day to check the status. They told me the wheel was there but no tire. They acted like they didn’t know anything about the tire. So the tire had to be ordered and they told me probably Friday (Feb. 22) it should be there, and once again I reminded them of the urgency and asked them to please call and let me know. I waited till 2pm on Friday for the call and then called them. They said it did not come in and it would probably be Monday the 25th.

So after 34 miles x 5 days on my donut tire, I still do not have replacements, and God forbid I don’t have a flat tire on any other wheel in the meantime because I will be screwed. This is a terrible way to treat your customers and in my eyes is totally unprofessional and uncalled for. I am very unhappy with these people and probably will never deal with them again.

Well, the first thing that came to my mind was that it had to have happened when the tires were replaced. I called NTB the same day and expressed my concerns, and they told me to bring the car in. I told them it would be Saturday (I called them on a Wednesday) before I could come in, and they said okay. On Saturday, 2 managers at the store looked at my car for approximately 15 to 20 minutes opening and closing the passenger's side door. Finally, one of the managers said to me they could've done the damage b/c they lift the car from the bottom and manually put the tires on. They don't use machines to do any work when changing and balancing tires.

Okay, just b/c I am a woman, I don't have stupid written on my forehead. We debated for about 5 minutes on how the fender would have gotten pushed back into the door until I asked them if in order for them to make a wrong right, "Do I have to take you to court?" and they said yes!

After reading several online complaints on NTB customer service, I think NTB policy is to deny first and worry about the consequences later. Most times, customers don't pursue complaints and this is what NTB expects after they get your money. My goal is to sue, but I advise anyone, don't take a risk in NTB damaging your car just b/c you think it's a good deal. You may not be so lucky to walk away damage-free. Cheap or what you think is a good deal is not always the way to go.

Women especially, beware! This is not a woman-friendly company. Btw, the corporate office is worthless. Don't bother to contact them. They won't give out any information and only contact the same people you contacted. Remember, company policies start from the top and is passed downward. Sad to say, now I am paying out of pocket twice, one for the tires. And now if I want my door fixed, the burden of proof is on me to get them to pay. No NTB for me ever again.

I called NTB in Woburn to speak to the manager about it, and the girl that answered the phone put me on hold. She then came back to the phone and started to explain to me that it could have been the shocks or the struts or the car was out of alignment. I then asked if she was the manager, and she said no. So I was a little taken aback that after asking for a manager, I was still talking to a sales rep. I explained to her that the dealership said the wear was definitely from the balancing and that they had never seen such a poor job of weighting a tire! She again put me on hold and then came back and said that since we did not come back every 6 months to have the tires rebalanced and that there was nothing they could do. So I said that they would not stand behind their work or the tire, and she said again because we didn’t come back to get the tires rebalanced, the warranty didn't apply anymore.

Needless to say, I was very upset that I was not allowed to talk to a manager, there was no sense of customer satisfaction or responsibility on NTB's part and the warranty only applies if I get my tires rebalanced every 6,000 miles which we were not told and is in tiny print on the back of the receipt! So I called the dealership back to explain NTB’s position. The service manager said that in 35 years, he has never heard of such a terrible warranty and terrible customer service. He explained that the balancing was shoddily done and done with inferior weights. He said that tires very rarely have to be rebalanced unless you hit a pothole or curb, etc. And for 4 tires to all be out of balance, that much is unacceptable.

Upon returning my Jeep, my wife had to sit in the parking lot for 20 minutes, trying in vain to clear the windshield. The tech who kept checking up on her said it just needed to warm up. But plenty of hot air was coming out of the defroster vents and it wasn't helping. Eventually, she drove the 2 miles back home with the side window down so she could see out. Cost: $1200+.

I spent the next day trying to clean the windows as the Jeep sat idling in the driveway. I had some success with cleaning them while stopped, but after driving around a few minutes, the fogging issue quickly returned.

A couple of days later, I returned the Jeep to the shop because it was evident there was still coolant vapor coming out. This was more than just residue still in the vents. The windshield fogging was worse the higher the fan speed and the cabin interior was a cloudy haze by the time I made it the 2 miles to their shop. They now told me the heater core must be bad since the rest of the cooling system could build up the pressure once again. They took several days to replace the heater core. Cost: $1300+.

When calling me to say the car was ready, the technician asked whether I ever had problems with the shifter. The gear shifter had now trouble returning to the park position because they noticed that if it was put in park and moved over to the usual left position, the shifter locked and wouldn't move. I said it never did that before, but I foolishly took the car home anyway. Sure enough, the shifter locked in park and wouldn't budge. I called them that evening and they said they would send a guy out in the morning to look at it. On the plus side, the windshield didn't fog up with coolant. Of course, even when set to maximum heat, the air coming out was lukewarm after my 2-mile drive.

The next day, I called and spoke to the manager about it. I told him I couldn't believe they would release a car back to a customer with such a problem remaining. He sent a mechanic out, and after removing the trim ring around the shifter console, he managed to release the shifter stick. At least he didn't try to charge me. I doubt I would be able to replicate his fix as I could not see what his hand was touching inside to release it.

At this point, I am going to take it to a Chrysler dealer to see if they can repair it regardless of the cost because I don't want another go-round with NTB to "fix" my Jeep again. I already have $2500+ invested for the past 2 weeks and I don't feel like getting it back with yet another surprise problem. Others have advised me to contact their district manager to petition them to repair it for free since they broke it, but I have my doubts they'd do a proper job if I brought it back to them again. Advice - Chrysler Dealer or NTB redo?

After waiting another hour, I went to the desk to inquire again as to what was going on with my car. The service man called the technician and he came out and stated he was not able to get the code. By then I was livid. I thought why didn't he come back out and tell me what the issue was, and that he was not successful with the key that he insisted he needed? If I had not gone to the desk to inquire, I probably would have been sitting there for even more hours. He insisted that he needed a code and I told him again, there was no code and that when he placed the batteries back in the remote, it should have started. He insisted that because the battery was taken out for so long, it was necessary to reprogram the remote and he didn't have the code to do so. I explained to him again, "There is no code."

I asked him if my car could start at all and he said it could with the Nissan remote. I then told him to get my car and bring it to me. Something told me to open the viper remote. There was the problem - the batteries were placed incorrectly. I went back in to let him know what the issue was and he was thoroughly embarrassed. Mission accomplished! He walked me to the car, feverishly apologizing. I went about a couple of miles down the street only to learn that my car was still pulling. In less than 15 minutes, I was back in the center and explained to them that my car was still pulling. The same technician apologized again and said he would take care of it. He headed to the back with my car. No order form was assigned this time but when the work was done, they had me to sign another one.

I thought about the printout that they normally do and asked the technician if he did a printout of the actual and after of the alignment. He said he didn't and put his head down. It was obvious to me that this man did not align my car. He then suggested that he would do a printout and realign it this time, and would test drive it. He did as he said because now my car is driving so much better. However, the data shown on the actual and after is so far off between the actual and before that proves that an alignment was not recently done. I purchased the 3-year program back in 2010 to get my car aligned and rotate my tires as many times as I needed it. The way NTB work is that if they know they are not getting any money from you that day, they will serve every one before you that is paying. At least 5-6 people came in after me and when I left, I was the last one in the waiting room - now a total of 5 1/2 hours later.

The next morning, I remembered that they were supposed to rotate my tires. The notation is on the work order and indicated the work was done. Today I remembered I was to check the position of my tires to make sure they were rotated and as I figured, they were not. The same tires on the driver front and back were in the same place. Little did they know that I had backed into mud just on that side of the car on my way to their office and the other two tires on the passenger side were free of mud. These tires were not rotated. I called NTB and told the service manager about the issue, and asked for the contact number for the district manager. He put me on hold for about 3-4 minutes, came back to the line and said the district manager was not answering. Then he apologized and told me to bring the car back in for them to rotate the tires.

At that time I insisted I need to speak with the district manager. The service manager told me that the district manager doesn't like them referring the customer to him, that they want the stores to solve the issues on their own before bringing them into the issue and the only thing he will say to me is to take my car back to them for rotation. I stated to him that I wanted to report the horrible service that I received. Someone needs to be made known of this. He then asked me how we can settle this and what is it that I wanted them to do. My reply was "I want the number to the district manager. I will continue to have someone of authority to look into this issue."

One footnote: At the time I checked in with them, I indicated that I was getting ready to drive from Atlanta to Houston and I needed to make sure they did a good job in fulfilling my requests - rotating tires, wheel balance and wheel alignment. These people have the worst service ever and should not be in a customer service environment. The only time they showed any interest was when I asked for the contact number for the district manager. Had I known the type of rating these people had, I would never have gone to them to service my car. I certainly will not be going to their location for any type of service.

I went to pick up my car, and after the work was done, the guy checking me out said, "No, it is just lifetime rotation; balance is another $7.50 per tire." I asked how in the world they could mislead the consumer that way. No one in their right mind would rotate tires without balancing them, and he agreed. Needless to say, I will not be back to this chain, anywhere in the country, and everyone who asks me, will be told "Don't go to NTB". Oh yes, the $139 hook for brake repair is a hook also! I'm glad I wrote on the work order to call me with price before doing the brake work. That came to almost $800. But they said they could do it without replacing some of those parts, and the price would be $460. Excuse me? Either they need replaced, or not. This tells me that they are willing to do a shabby job, just to get some money out of you.

Note to NTB, poor service, and misleading practices will cost your franchise a lot more than than the $530 you got from me, because I will be honest when others ask me if I am happy with your service.

On Tuesday, 10/30, I called and asked for manager to discuss how they determined it was the fuel pump. When I called, Josh answered and I asked for manager. He asked me to hold on. I held for 5 minutes which I verified though my cell phone. I hung up and called back. Josh answered again. I told him I was holding for the manager and called back. He said the manager was unloading a truck, counting tires and he didn't know when the manager would be available. I asked him to have the manager call me. Brad called me back; I asked how you determined the fuel pump was bad. He said, "The fuel was removed, checked and it was good." I asked him to hold off on replacing anything. I also asked him to see if the car would run and call me back to let me know. My plan was to get it home and have the work done later. I never received a call back that day. I stopped by on the way home and spoke to Brad. He said the car would not stay running and he meant to call me back. I decided to get the car fixed by them and told them to replace fuel pump.

On Wednesday, 10/31, I received a call from Josh in the morning. He told me I also needed a fuel filter along with the fuel pump, this a day after I was told by Brad that I didn't need a fuel filter because it had been checked and was good. I told Josh that Brad said my fuel filter was good. He put the mechanic on the phone and he told me that whatever took out my fuel filter took out my fuel pump. Josh called Brad about this because Brad was off. Josh told me there had been a miscommunication and the fuel filter would be replaced at no charge. I spoke with Steve later that day. He said they were having issues getting the car repaired. He said their top mechanic would be in Thursday and he would get my car repaired. Steve called on my way home around 5 pm and said their top mechanic would not be in until Friday and he would get my car repaired then.

On Friday 11/2, I called Brad at 1:30 pm and asked about my car. They said they were working on it. They were tracing the wiring and looking for the issue. I call the NTB 1-800 number and registered a complaint. I called NTB Alabaster back a few hour later to check on the car. I spoke with Steve who let me know they were aware of the complaint I filed. He said they were still working on the car and since a complaint was filed, if I want to have it towed somewhere else or did I want them to fix it. I told them if it was towed somewhere else, it would be covered by them and me. I told Steve I wanted them to fix it. I received a call that evening from Steve stating they discovered the problem was the fuel filter that they received from Napa was bad. He stated they would order another fuel pump and replace it in the morning.

On Saturday, 11/3, I did not hear anything from NTB Alabaster; we were shopping nearby so I stopped by at 2:30 pm. I talked with the counter person who informed me they replaced the fuel pump again and it still would not crank. He said they would have it towed Monday to Momentum Motor Works in Pelham, AL. He said they would cover these repairs. I could see Brad sitting in his office and I asked for him to come out and speak with me. I asked him if he was going to call me and let me know what was going on or was I going to have to call him to find out. He stated he was about to call me.

On Monday, 11/5, I did not hear anything from NTB Alabaster. At 4:15 pm I called NTB Alabaster and spoke with Brad. He stated my car arrived at Momentum at 11:30. He also stated that he called Momentum to check on it but they hung up on him. Then he restated that they were disconnected and when he had an update, he would let me know. I then called Momentum and spoke with their receptionist. She let me know they hadn't got to my car yet. I asked about them hanging up on Brad. She stated Brad called, she placed him on hold to check on my car; when she came back he had hung up. I called Brad back and told him what Momentum said about them hanging up on him. He still claimed they were disconnected. I asked why he didn't call them back and he said it was because he got busy. I asked Brad for his manager's contact info, I was given John ** cell number. I called and left him a message.

On Tuesday, 11/6, I called NTB Galleria in the morning and left John a voice mail. I talked to John later in the day about this situation. I emailed this information from 10/29 to 11/5. He called Momentum and immediately called me back to let me know Momentum found nothing wrong with my car but a couple of stored codes. These codes were not related to this car not running. He said they were going to check it again before releasing the car. He called me back later in the afternoon to let me know that Momentum was still checking the car. He also let me know that he was going on vacation but he forwarded these details to Brett ** and Brett would be helping me with this situation.

The details up to now concern my wife's 2003 BMW 325I. Upon leaving working, I noticed something hanging down under the front end of my 2008 Nissan Pathfinder. I had my Pathfinder in for an oil change, rotate/balance and front-end alignment on 10/. Once home, I investigated the item handing down. It is the sheet metal splash guard, the reason it is hanging down is because the two bolts that hold it in place have been broken off in the frame. I took pictures which I emailed to John. I also called and left him a voice mail on his cell phone.

On Wednesday, 11/7, I called Brett at NTB Galleria and spoke with someone there who tried to locate Brett for me. The person I spoke with stated that Brett doesn't have a company cell phone for me to contact him on. They did give me his email address; I sent Brett an email that contained the pictures of my Pathfinder's damage. Brett emailed me and we began a dialog about the situation. Brad, the manager of NTB Alabaster, called me to let me know my car was ready at Momentum and he would pick up and return it to NTB Alabaster for me to pick up. He also wanted me to bring my Pathfinder back there for them to repair. I let him know I would not be bringing anything there for him to repair.

I called Brad back and told him to not take my car back to NTB Alabaster. I told him that I would pick it up at Momentum or at NTB Galleria. Brett emailed me and let me know that he would personally pick up our car and take it to NTB Galleria. He also stated for me to drop off the Pathfinder for them to repair and I could take the car so I wouldn't have to wait. I dropped off the Pathfinder and picked up our car. I drove 1-2 miles to Sam's, filled it up with gas and then went into Sam's to eat lunch.

When I returned to the car, it was full of gas fumes. I noticed the rear seat was not correctly in place. I walked to the passenger side of the car and noticed gas dripping on the pavement in front of the right rear tire. I called NTB Galleria. They called Brett to find out what to do. I was called back and told to contact Momentum since they worked on it. I called Momentum, the only thing they did to our car was to connect it to a computer for diagnoses and let the car run while they observed it. I called NTB Galleria back and spoke with Candice. She and a mechanic drove my Pathfinder to Sam's. I drove back to work in my Pathfinder and they took our car back to NTB Galleria.

The mechanic there looked under the seat and noticed the fuel pump was not completely put back together. Candice called me to let me know the reason the gas was leaking was because a seal was not put back in with the fuel pump. Candice said they were sending our car to be detailed and have the gas fumes removed. If the gas got in to the carpet, it would be 3-4 days; if the gas did not get into the carpet, it would be 1-2 days. I emailed Brett and told him we need a rental car until ours is repaired as we have been down to one vehicle for nine days and we now have different things going on that require two vehicles.

Candice called me to let me know we have been approved for a rental car. She set up a rental car with Enterprise in Hoover. NTB Galleria does not have an account with Enterprise Hoover and because we don't have a major credit card but a Visa debit card, we are paying for the rental car. Candice assured me that we would be reimbursed for the rental car. My Pathfinder was still not repaired.

On Thursday, 11/8, I did not hear from anyone at NTB. On Friday, 11/9, I emailed in the morning Brett to check on our car and asked for the regional manager or next person up's contact info. I also needed to know when we would be getting our car back so I could let Enterprise know if we needed the rental car past Friday. I received an email back from Brett telling me the next person up is the COO of the company and he doesn't handle customer issues. He assured me he would take care of these situations and asked me which Enterprise location we used so he could contact them. I emailed back this morning and asked him to call me. After not receiving a call back, I called Brett's cell phone at 11:23 am, I left a message and asked him to call me. Candice called this afternoon to let me know our car is ready. They took our car to Enterprise. We turned the rental car in and picked up our car. I emailed Brett again and gave him our home phone and home email so he could contact me over the weekend.

On Monday, 11/12, 9:38 am I have not heard from Brett. I still have to take my Pathfinder to NTB Galleria to have it repaired this week.

I'm sending a letter to the store manager (Frank) and to NTB credit plan and also the Better Business Bureau. All I wanted was new tires (which are very crappy and loud) and got extra stuff I didn't authorize; i.e. flush out power steering fluid and change brake fluid. My car is 11+ years old and the mileage is 47,938! I'm 62 years old and pretty much on fixed income!

I got a call back from Mark who informed me of the cost to repair, which totaled $1,033.48. He informed me his tech determined I needed a power steering rack and pinion, which cost $604.00 for the part without the labor. I informed Mark to have his tech to go ahead and repair the vehicle. I picked up the vehicle later that day at 6:38pm thinking what was replaced fixed the issue. That was not the case, Sunday morning on my way to the Falcons’ game, the same issue when I took my car to NTB on 10/12/12 was still occurring. I paid over 1,000 dollars and the issue that NTB informed me they diagnosed and repaired, I was still experiencing.

I took the car back Sunday, 10/14/12 at 5:00pm for them to look at the car when Mitch and Chris (tech who repaired the vehicle) now are telling me I need to have the pressure line replaced. This is not acceptable. I paid for the services and now NTB is telling me I now have to pay another $479.00 in order for them to replace what I assumed Chris (NTB certified technician) had already diagnosed and repaired. I do not have money to give to NTB because Chris made an error when he suggested/diagnosed the part that needed to be replaced. I paid cash with my VISA card they took the money from my account and now NTB, Mitch, Mark and Chris are trying to act like it's my fault. They are the experts who should have properly diagnosed the issue therefore, we would not have this issue now.

I expect for NTB to honor the fact that Chris (technician) diagnosed the issue incorrectly thus having me to pay for a part that was not needed. I expect NTB to either reimburse me for my $1033.48 or repair my car at no cost, including the cost of labor and parts.

After 2 hours, my friend and I returned to the shop to see that my car was on the lift and the tires were off. Multiple people who were behind me in line were getting their cars back and leaving. We left the location and spent an hour driving around and came back to it still being in the same state. At this point it was over an hour past what I was instructed it would take. We returned at the 4-hour mark to see that my car had its tires but no one was tending to it. A full hour went by of us watching nothing being done to the car, employees taking smoke breaks, employees not at work, etc. I completely understand that if there were other types of car work being done, the people that were behind me in line having their service completed sooner, although there were over 6 people after me who had driven away before I had.

At the 5-hour mark, I went inside to ask what was going on to where it took 3 hours over the expected time. The clerk was assisting another customer so I waited patiently. Finally, he stated that everything was done, they just needed to reset the oil level. The excuse as to why it took so long to finish the service was that the axle was busted (which is relatively new without any damages since). When he finally got around to doing that the battery was dead, which he had to jump start the car twice before it finally ran correctly. He then admitted to not knowing how to reset the light and I told him that I would handle it. There was no apology for it taking almost 4 hours after the expected time, and I have never been so turned off by a company. I understand there are rough days, or things come up, and complications. I would expect at least a phone call to say, "Hello Mr. **, your service is going to be a bit longer than expected," or something of the sort. I did not leave the location until 8:47 pm which was almost closing time.

I had told 5 people immediately about the deal that I had gotten with NTB because I believe strongly in word-of-mouth promoting for good service. If this is the scenario though, I would rather have paid the extra $200 for reliable service that is done in a timely manner and with a knowledgeable and efficient staff. I will not be recommending the services that were offered to me. I was extremely disappointed. I was contacted by the store manager a few days later and he apologized for having my experience be so horrid. He offered a complimentary axle replacement to say that he is sorry and hopes I reconsider my business with the company.

I set up an appointment for the coming Saturday at 10:00 am, and showed up at 9:45am. I talked to the store cashier who looked at me like I had 5 heads when I said I was there for the axle replacement. When I told him the store manager set it up, he said that the store manager would be there in 5-10 minutes. It was 10:30 am when a woman that had been waiting in the waiting area (in service) came out with the assistant manager who informed her that there was damage on her car (she was very upset and expressed that it was a new car) so he said, "Of course we will take care of the damages but you will have to wait for our manager to come in, which should be another 5-10 minutes, hopefully."

At this point I had been waiting over an hour and left. I didn't receive a call all day, nor the next day, but when I had sent another email in explaining what happened and expressing that I would not like to be affiliated or contacted from that location, he called saying that no one had called and told him I was there waiting (for my appointment?) and that he was sorry and would pick my car up. He also sent me emails and called multiple times after. At this point, I did not trust him, nor anyone at the shop to touch my car, let alone drive it out of my reach, and be responsible enough to fix and return it. The Regional Manager of Sales for Maryland called me a few days after and said he was sorry and that he would like to personally make sure that my needs are taken care of at his location in Columbia. We then decided on a day two weeks in advance and he said that he would email me when he was in office the next day to confirm and finalize details (which he never contacted me and it has been 2 weeks).

I truly, deeply, and sincerely pray that others will not go through what I did, and hopefully they will choose a more reliable service. It is worth a couple extra money for quality service. It isn't worth one's life, or wasting precious time on a company that clearly doesn't give a second thought to customers that have invested to go as far as opening a credit card. I will never use NTB ever again, and recommend searching elsewhere!

Today (10/01/2012), I called NTB and they said it has not arrived (this is 3:30 pm). Well, it's Monday (10/01/2012) and as of this moment, I have not heard from NTB - which means that nobody is putting pressure on the manager or somebody to get my vehicle running. Tomorrow will be six (6) days and all I hear is that the part has not arrived.

Today (10/01/2012), I went on the internet and found the part in several locations but your staff said that they had a hard time locating the part. My question, why wasn't the part shipped for next day delivery? Apparently, NTB does not know how to give 110% to satisfy a Customer. I have spent thousands of dollars at NTB on three (3) cars and this excludes my daughter's. I have to rent a car and absorb the cost until NTB decides to reimburse me. I have to now wait until Tuesday (10/02/2012) and pray that I will get my car back. The store location: 9850 Joliet Rd, Countryside, IL 60525; (708) 482-8473.

Then he told me I didn't have to pay for the 2nd one but had to pay for the first the following day's labor. I went in to get the trailer which had my boat on it. I had to leave it since I was not going to pull a 3,400 pound boat with only two lugs. He told me you will be fine, and I said no it would not be fine. I locked it up. When I returned, he tried to get me to pay the amount of labor and for the lug. I refused. I have escalated this to everyone. Do not use this company.

My mechanics would also be a lot cheaper. I did not like the fact that they added it to my bill and wanted me to sign it without explanation. After I refused that service, I waited around for a while longer and she came back in and told me my car was seriously out of alignment and said they'd do it and they'd even give me a break on the price. My car doesn't pull either way, so I know if it is out of alignment, it's not by much and I really don't trust them at this point, so I declined that also. They thought they had a sucker woman coming through their door that they could make close to $1,000 that night.

I went to pick up my car and an associate of NTB told me that alignment is not part of their package and it would be $70 extra. I showed him the ad that they advertise and asked for the contract that I signed originally. Associate told me that he couldn’t find a copy of that. At that point, branch manager had left the store. I had to pay in order for me to take my car out of the shop, so I can take my pregnant wife to the hospital next morning. I called their customer complaint line and they took my complaint and told me that someone will be calling me within next two business days.

I didn’t receive phone call from them, so I called them again to see the status. This time, a person actually wrote a complaint and gave me a case number. I did receive a phone call from the district manager and for the inconvenience he was going to mail me a check for $250.00. I didn’t receive the check so I called them to check on the status. The person didn’t even mail me a check and this time another district manager from the neighboring state said I should be receiving a check within 4 to 6 weeks.

It has been 8 weeks; I still have not received check from the company. I will never use NTB again in my life even if they are willing to give me free service for life. This is not the first time they have done this. They worked on my wife’s car and forgot to put oil when they did an oil change. I don’t know what qualification they look for when they hire people, but I can say this front office staff was not friendly enough and their back office staff can’t do proper oil change. I was glad that I checked her car before she left; otherwise, it would have damaged her engine. Try to avoid NTB as much as possible. I have spent close to $1,300 this year with them, but they have lost my business for life. I hope someone from the corporate will review this.

After an hour and a half, I demanded to know what was going on. The manager went back into the service bay, and after talking to the teenager who was on his cell phone, informed me that "one of the lug bolts broke" when the tire was being put back on the car. There's no apology, just matter of fact "one of the lug bolts broke" on my 2-year-old Lexus. He said they would have to order the part to replace it. Thankfully, he said there would be no charge for the tire balancing (normally $49.99) or for the replacement part. I asked him why he couldn't just get the bolt from the Lexus dealer across the street. He said they had their own parts network they go through. The part would not be available until the next day.

When I returned to have the replacement part installed, I was informed it would only take a few minutes. After a long delay, I demanded to know what was taking so long. The manager went back into the service bay, and this time, the technician said it would take a couple of hours to remove the brakes and install the bolt. Of course, they were not going to be open that long. So, I told him to put the tire back on and I would take it to the Lexus dealer. My opinion is that these people are completely incompetent, insensitive (no apology for breaking the part), and not responsive. I will never use them again.

We waited for Robert for about an hour and he apologized for the wait. He also apologized for the woman's bad attitude and explained that he had the tires when I called but they must have been sold since then. What? I reminded him that I said I would be there in an hour but he said because we did not give our name, he could not hold the tires. When I said, "you never asked for my name" he looked at me, said he was sorry and shrugged. He shrugged! He said he would "hook us up" and "it's all good" whatever that means.

He said it is a hard size because it only fits old cars that are usually in the junkyard by now. Do you believe it? Rose is 74 years old and was almost in tears! He said he found another 14" tire Epic(?). I think he said that he would do for the same price. He showed me this Epic tire and it is made in China. Chinese for the same price as American? I don't think so. I left without buying anything from there. I called corporate office and left a message. I have not heard back.

When we called the store, I spoke with the manager Cory and I informed him of the damage to the wheel. Cory was skeptical of the damage and stated that he would be able to tell pretty quickly if it was fresh or not. I told him I would for him to look at it and he told me to bring the car up, so I did. When I arrived, I spoke with a service manager who told me that Cory had already left. What a jerk. I showed the damage to Greg, who stated that he remembered it already being there. I told him that the damage was not there. I asked him if we could look at the tool and he took me into the service bay area.

We examined the duck head portion of the tire tool and found that from its outer edge to its deepest interior edge, it measured 1.5 inches. We then measured the damage to the wheel. All of the nicks and scratches stopped at the 1.5 inch mark. This was even more convincing to me that they damaged the wheel. Greg then asked a service tech if he remembered seeing the damage on the wheel the day before. The service tech (Stephen) stated yes. I asked Stephen if he saw the damage before or after the new tire was on. Stephen said that he saw the damage after the new tire was on the wheel. Stephen stated that he didn't see the damage before the new tire was placed on the wheel.

Greg took photos of the damage and said that he would have Cory call me. On the next morning, I waited for the phone call to no avail. I put in a complaint with the Better Business Bureau and with Tire King, the corporate office. In the early afternoon, I received a call from Cory telling me that it was impossible that NTB caused the damage to the wheel. Cory stated that he would be happy to have the wheel sent off to be painted and he would only charge me his cost which was around $130. I then interrupted Cory politely and told him that I knew the damage was not our fault and I was not going to pay for something that his company did. I began to tell him about why I knew it was their fault, but Cory rudely interrupted me and was dismissive about my concerns, telling me that my wife probably hit a pothole. I told him that I would no longer deal with him and I would contact his corporate office. I then hung up the phone.

Bottom line, my Mercedes had been taken directly from the Mercedes Dealership to the NTB location without incident. The Mercedes dealership, by policy, does a walk-around inspection of every vehicle that comes into their shop and they make note of any blemish or damage. There were none before we took the car to NTB. Also, if this was caused by a pothole (which we didn't hit between the Mercedes dealership and NTB), how would the damage only be on one wheel? Horrible business practices. Horrible management by Cory.

Well after replacing the battery, my car would not start. It appears that someone put the battery in wrong, which blew a major fuse. I stopped into the store at 7:05PM and I did not get home until 11:50PM. What the hell! They were not able to rectify the problem until Friday, 04/13/12. Well due to your company's negligence, I was not able to attend my business trip in person. Additionally, while in route to work on Monday, 04/16/12, my car stopped on me in the middle of heavy traffic. It appears that the error with the battery destroyed the alternator in my car. While I was waiting on towing assistance, I was stranded on the side of the street. My co-worker provided assistance by picking me up and taking me to work.

After work on Monday, I retrieved my car and noticed that a light was on and I determined it was related to my airbags. Well after working on the car again, I was told, "sorry ma'am, that is above me. I have no idea as to how to fix it". I was not having any problems with my car until I stopped into your shop on 04/12/12 at 7:05PM. I have been told by several people that when your company put the battery in wrong, you may have destroyed my car. I was told that I would receive a refund and as of yet, I have not received my money. I demand a call and I would like to speak with someone about the stress and inconvenience you all have caused me!

When I returned back to Tyler, I went to the mechanic that I use on a regular basis. They usually do my oil change. He could not believe what NTB had done. I called NTB while I was still in the shop; even the mechanic spoke to the person at NTB. I shared with NTB that I would be back to their store on March 30, 2012. I dropped my car off at around 7:45 pm on Friday. At 9:45 am, Saturday morning, I called to find out about my car. They were still looking for the leak. At this point, I want NTB to repair my car so it no longer leaks oil, and to pay for half of the previous repair which I didn't need. I finally got my car back at 5:45 pm on Saturday, March 31, 2012. I have requested paperwork to let me know that I will be receiving the refund. I haven't received anything at this time. Needless to say, I am very angry and disappointed with the way that NTB does business. I will recommend that no one take their car to this business.

Finally, my vehicle gets a jack under it to be raised up for the removal of the wheel to see if they could repair it. The young service guy started going through the rear of my wife’s vehicle to look for the lock for the wheels. At this point, I asked the manager what he was looking for. He replied that he was probably looking for the lock for the wheels if the vehicle came with some. He must have seen expression on my face because he proceeded to explain that the service guys would look in back and in glove compartment for the key and if they were unable to find it, they would then come in and ask the manager to ask the customer if they could look else where in the vehicle for the key. Well, that did not happen. The key to the wheel locks was in the arm rest console where my wife kept so as not to lose it. The service guy, too, finally wheeled off and walked it over to the tire removal/ change station and looked at the tire (did not remove tire, just looked at it). He came in and mentioned to manager that it had a nail on wall of the tire. Duh! That was same thing, I told manager.

Well, at this point, the manager asked if I heard what the service guy had mentioned to him and as I said no, he explained what he was told from service guy. I asked what does that mean. His response was we cannot repair your tire, but we can replace it. I proceeded to ask what was I going to be looking at money-wise for the new tire. He looked at the service guy and said if he can get him that information! At this point, I am thinking to myself, “Didn't you just take my information?" Well, when the service guy returns with tire size, he inputs that into their computer and he tells me what the price would be for the tire. He sees that he does not have one of them in stock, so he searches what NTB has on that tire and just my luck - Florida has one and it's a little over a week away. I then proceed to tell manager that I want to try Discount Tire down the street and he says that’s fine and they would put wheel back on.

I see the service guy go back out to the service area and I look over to see my wheel lying on the floor with the tire still intact. I watched as the service guy proceeds to talk to other guys out there and help them with changing the oil on the young lady’s Civic that arrived after I did. I keep looking and see the wheel still in the same area as before. They finished up the Civic and the young lady paid and left and I am still waiting for the tire to be mounted back onto vehicle.

The service guy finally mounts tire back onto vehicle and he pulls vehicle out and parks it. I was then given the keys to the vehicle and I am waiting to sign the paperwork to leave. As I waited, I decided to go and look at the vehicle to see if everything was placed back because I had seen him struggling with the rear compartment earlier to locate the wheel key. As I opened the rear compartment door, the first thing I see is that the latch to where the jack and wheel lug are stationed is lying on the rear vehicle floor. At this point, I am so P.O. that I just want to leave. Rest assured that I will not be returning to NTB at that location. Waiting time for something that would have taken them a few seconds or a minute at most took over an hour. To add salt to the wound, they advanced someone that walked in after I did and had more work needed on their vehicle in and out faster than what I was.

After arguing with the technicians, the sales associate who initially sold me the tires asked if I would agree to him paying for the part, I would pay for the labor. I was not satisfied with this because I felt that I should not have to pay anything at all for this mistake. They put the new tires on my vehicle (broke a TPMS in the process, replaced that at no charge) and I drove home, approximately 35 miles with my left front tire having only 4 out of 5 lug nuts installed.

I noticed on the way home that my low tire pressure light was on, pulled over and called NTB, and asked if they had inflated the new tires to the proper pressure. I was assured that they had done that and they said it should go off in approximately 15 minutes. It was still on when I pulled in the driveway. Upon inspection, it was pretty obvious that my left rear tire was very low (so low that it did not register on my tires gauge). I have not been able to call since they are now closed for the day.

I am supposed to go back tomorrow morning (another 35 mile drive) and they said that they would see about trying to replace the stud. How is that for $995.00 tires?

The car still leaked. The third time around, the whole oil pan was replaced. After spending close to $4K, the car is still leaking and I brought it in to see how much they would charge this time. Well, I just got another estimate for over $2K. A complaint with corporate has been filed to receive a refund on all the repairs and labor. So I can actually take my car somewhere to get my oil leak fixed. I also want this shop investigated. I spent over $4K on parts that didn’t repair anything.

I called corporate and the district manager never called me back. I tried to sue them but the agent for the company is not registered with the secretary of state’s office. I don't know what to do. In the United States, I expect better.

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!

On Saturday, I noticed my tire indicator light was on, but thought it could just need to be driven a little. I parked my car and when I returned had a flat tire. I had to go to the Holt Road NTB who fixed the tire by putting in a TPMS repair kit. He also told me I should go back to the Stelzer Road store and get the other three replaced.

I called Stelzer Road and spoke to Nathan who told me those TMPS kits were optional on a 2007 and didn't seem like they should have to replace them. I called Mike, the manager, on Monday who told me to bring the car in and they would replace them free of charge. I took the car in and Nathan was at the counter. He remembered our talk and told me that what happens sometimes is if they change a tire and don't use the TMPS repair kit, the seal sometimes does not hold (which is what happened with my flat tire on Saturday). But since they were going to fix the problem for free, I let it go.

Next thing you know, here comes Nathan telling me I needed to pay $100 because one of the TMPS sensors had seized up. First question I have is, how did I know this is not something that happened with the original tire change? Nathan didn't want to hear that, he just wanted to get his little TPMS and show me how it works. I don't care how it works. I know they messed up by not replacing the TMPS sensors at the time of the original tire purchase. When I asked Nathan about that, he explained the counter guy wouldn't know that my Altima had those sensors so he didn't write it up that way.

OK, so my next question was whether the technician would have seen them on my tires? Nathan responds yes but they weren't included in the paperwork when it was written up. My response: even knowing that they would need replacement, the technician just ignored it? Again Nathan's response is yes.

I am furious that I have just spent six hours at NTB for four tires that cost almost $600 and they expected me to pay an additional $100! As I was fuming at the counter, another guy said this place is totally incompetent. They cracked his oil pan and he had to buy a new one.

I would like to have this TPMS sensor and repair kit fixed at no charge at the Holt Road store. I will never go to the Stelzer Road store again. The reasons I believe that they should have replaced that TPMS sensor for free: 1) I believe the problem (if there really is a problem) with that sensor would have been noticed when I purchased the new tire. How did they put it back on the tire if it was "seized up"? And if it was fine then, the problem must have occurred when they put it on the new tire; 2) The flat tire I had on Saturday was due to negligence by NTB; 3) My husband did not get the original $50 credit; 4) I had to spend two hours on Saturday waiting for the NTB on Holt Road to fix my tire after spending two hours on Friday to get those new tires installed. Luckily, I was within .10 miles of the NTB, otherwise I would have had to have my car towed; 5) I had to spend another hour at NTB on Monday.

Nathan also informed me if I have a problem with that tire, it wouldn't be covered by the Road Hazard warranty. He seems like a nice guy, but he is clueless! At this point I have not heard back from NTB customer service.

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.

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.

We allowed the 6-8 weeks for processing and still had not heard anything. We have now been in contact with a new store manager, a service manager, and have contacted some regional guy who never returned our call. The two managers at the location are continually giving us the run around saying that they couldn't find it, that someone needs to approve it, that someone else didn't forward to the appropriate person, asking us for a copy of the claim 2 different times since it was filed, and we still have no resolution. We have contacted them weekly and even more often sometimes over the last three months to resolve this. Still, as of today, 01/12/2012, we are getting the run around. We will continue to be in contact with them and have filed complaints with every consumer reporting agency and outlet that we have access to and will continue to until this is resolved.

When I went back to NTB they took my transponder and had it put in an aftermarket shell and returned it to me. I then left for home. The following day the new tire on the driver’s side was low and we thought maybe they just didn't put enough air in it, so they added some air but didn't take a chance and drove our other vehicle. This went on a few days until my husband removed the wheel to take a look and see why it kept losing air. He didn't find anything in the tire, so he sprayed water around the bead and found air leaking from there. I then took the wheel back to NTB and asked them to remount the tire on the rim figuring it just wasn't mounted properly.

The manager called me later that to tell me the problem was that the rim had a hairline crack in it and that was why the air was leaking out. Now, my problem with that is why did I not have problem with that wheel before they put the new tire now? Because, remember, when my car was first towed in the flat tire was on the passenger side, the driver side was changed solely to match the side that needed replacement. He tried to tell me the problem existed prior to them working on the car. I find that impossible.

I called customer service on Thursday, January 7 after leaving NTB with my flat tire and cracked rim and explained my story. They were very sympathetic and said someone would be in touch with me within 48 hours. I called them back on the 7th and talked to someone else who had me repeat my story and she couldn't understand why no one contacted me yet. It is now January 9th and I still have had no contact from anyone at NTB and my tire is still flat on my car in the driveway. It's obvious these people don't care a thing about what they do to people's cars.

He then apologized and said "I'm sorry, but you'll need to pull the vehicle inside". I asked why and what was wrong. He responded, "this tire needs to be taken off and re-installed". I asked, "why is there a problem with the tire?". He was reluctant to tell me but did say "your tire was about to come completely off of the vehicle, you brought it in just in time thankfully". At this point, I'm very upset knowing that myself, my children and others have been in this unsafe vehicle. This could have been tragic.

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.

First, the install took nearly five hours! I had to wait while they all ate pizza. Jason walked around the shop, took his time and finally started the install after about an an hour of waiting. No problem, I am a patient customer. Finally after five hours and no apparent scratches, the job was completed and I was a happy camper.

The next morning, when I went to get into my RX8, I noticed both right side tires were flat. I inflated the tires and took the car back to NTB in Manassas. They removed the wheels and discover the TPMS (tire pressure monitoring system valve was leaking air around mit base where to fits into the wheel. After trying 2 different TPMS rebuid kits, they were still unsuccessful in stopping the leak and finally had to resort to using regular tire valve stems. The leaks were stopped but now I have anew problem. The manager never did a thing to help rectify the situation,never tried to help, never offered to obtain another type of TPMS, or anything. In fact he ignored me and the situation.

Yesterday, I noticed my front left tire is now going flat and from spraying bit of soapy water around the valve, I could see bubbles forming which indicates another leaky TPMS valve. The results after going to NBT was three leaky tires and a team of so-called experienced, professional wheel/tire installers and a disengaged manager unable to fix the issue or even make any attempt to fix the problem. I suggested, he contact the wheel manufacturer but he flat refused. He could have call a Mazda dealer but would not. All he wanted to do was get me out of the door as quickly as possible with three leaky tires, unsafe to say the least and I could have had a flat on the highway and done real damage to my new wheels, my car and perhaps even my self.

NBT agreed to install these wheels and fortunately they didn't scratch anything. However, my tires all leak and now I have to go to another tire place and pay them to correct this issue. I don't believe I should have to pay NBT for what they did since my tires are in worse condition now than when I brought my car in. My tires didn't leak before. I feel Will could have done a bit of research, made some calls and made the effort a real manager who cares about delivering excellent customer services would do.

Instead he couldn't care less about me, my car, my wheels or the situation at hand. I think I should have a refund since I am afraid to take my car back there. They are not professionals and now I am left with three leaky tires. The tires are Yokohama and very expensive low-profile tires.

This store's workmanship was sub-par to say the least. The manager was disengaged and did absolutely nothing to assist me or his installers to find a solution to the problem. As a result, my car does not function as it is supposed to. My tire pressure monitoring system light stay on. They told me to put black tape over it. That TPMS systems were nothing but a "pain in the **. "

I would caution any unsuspecting consumer to think twice before bringing their car to this NBT store in Manassas, VA. They run the risk of leaving with their car or truck in worse condition than when they started.

Very poor customer service. Although the installers had positive attitudes, they were inexperienced and unable to troubleshoot the problem. Rather than find a solution, they did what they could to get rid of me. Oh, they did take my money! I want my money back, I full refund to which I believe I am fully entitled since they didn't complete the job. Thank you very much.

On October 10, 2011, the car (2009 Honda Accord) was taken to the dealership for service and the technician there stated that the front brake pads were worn and would need to be replaced soon. How could this happen in less than 30 days? My husband went back to NTB again asking for a detail bill and was told that they did not furnish this information. The name of the Service Manager is James **. I feel that we have been taken advantage of and will never go to another NTB for service of any kind. I will be contacting the BBB to issue a complaint.

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.

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 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.

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.

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.

We were told (by the salesperson) it was almost closing but could leave the car there overnight (Saturday, July 23) and they would work on it the following day (Sunday, July 24). (I should also add that on the way to NTB, the tire actually blew out.) I would be paying the total cost of four tires, tire disposal fee, MD Tire Recycling Fee, etc. on their credit card yet they still needed both our names separately. I signed the invoice for the total bill of $658.12.

When they rang up our bill, there was a problem with the computer (and printer) that the sales person could not figure out. The manager came out, joggled wires, and struggled with the computer. Finally he moved something on the underside of the computer and got it working.

I later received a bill from NTB saying I owe $1,212.77. I immediately went to the store to question them about this figure. They checked the computer records and verified my bill. They asked me if I had come twice in the same day and made an additional purchase! You gotta be kidding! I didn't charge $554.65. I have my signed bill as proof of my purchase. I did charge $658.12 for tires for my daughter's car. This (overcharge) problem was checked out at the store level and was verified. I was then handed the phone to talk to someone at NTB Credit at the store.

Is this an example of their professionalism? The woman I talked to asked me if the manager knew how to correct this problem; I gave him the phone back, he said no, he did not know, then handed the phone back to me. Professionalism? She suggested that I pay the minimum amount due ($25) and then give them a call when I get the next statement. (I have paid the minimum payment due as she suggested.)

This is so ludicrous of how this problem is being handled! I will be paying $658.12 (original bill, which I signed for and the Joppa Road store also has in their records) minus the minimum of $25 with the bill I received.

I definitely assure you that this is the last time I will deal in any way with NTB.

Question: If I have been approved for $1,000 credit, how can I be allowed to charge $1,212.77?

Last week, I have received a letter regarding my account. They claim it will take up to 60 days, yet all the proof they need is in the computer at the Joppa Road store. Also, I do not understand why my credit score/report should be involved when it is your mistake, especially since I am paying my bill. You have created the mess, I would appreciate its prompt settlement. If this is not handled properly, other methods will have to be used.

We did need 2 tires however, so we brought our van to NTB #720. When we arrived, I went inside (instead of being greeted at the car as is your policy!) and told Francisco we needed 2 new tires and we wanted the ones on sale. Oops those tires were not available. So we had to get the tires that were $30 more each!

While I was waiting for the tires to be mounted, Francisco called me to the counter and told me we needed $963 worth of repairs. One of these was a serpentine belt. I said no, no, no on this belt. Francisco kept harping that I really needed this belt and that it was so important to get it. Finally, I said OK. After considering it a few more minutes, I changed my mind. Francisco said "I've already ordered it so we have to put it on." Guess I was trapped then wasn't I?

We finally got out of the store 2 hours and $380 later. Driving home (about 3-4 miles from NTB), my temperature gauge went all the way to hot. We let it cool down and then took off for our trip. About 10 miles out of town, the gauge went all the way to hot and stayed there.

We pulled over and I called Francisco at NTB. He said he would be glad to take care of it and we got the van towed back to NTB. It took 2 hours to do that. Once we got back, Francisco, the mechanic and my husband all went to look under the hood. The radiator and overflow unit were totally empty! Plus we were told that there was oil in the radiator. We were shocked!

Francisco immediately started talking in a loud voice saying that there was no way his mechanics could've done anything to hurt the engine. And that there was no way they would look at it until Monday, which meant we would have to unload all of our luggage, take it home and forget about moving my family to their new home.

Francisco was very, very loud, rude and belittling to me and telling me that I did not know much about cars. I kept trying to talk to him, to try to figure out what we could do about the van and also thank him for towing the van for us. He continued talking very loud, interrupting me, etc. This was in front of the store, where there were several customers. I was crying hysterically. Francisco made no effort to calm me down or to get the situation under control. I told him that I would be calling NTB Corporate on Monday. He begged me not to, saying "I have no way to justify how or why I paid to have your van towed back to this shop!"

What? What is up with that? He told us that if we decided to take the van from the premises, we would have to sign a form stating that NTB was not responsible for anything that might happen to the van after we left. We had no choice. We had to leave, as we had a trip to make.

2 hours into our trip, the van began "missing" or hesitating. The speed went down from 70 to 55 and we were unable to go any faster for the rest of the trip. The next day, after checking into about 15 mechanics in a city we are totally not familiar with, we decided on one. We took the van there and explained what we had been through the previous day. We showed them the invoice and left the van in their care.

That was July 17, 2011. This is August 5, 2011. We still do not have the van back! On July 18, I called NTB customer service at 877-227-5682 and spoke with a very pleasant young man named Keith. I explained our issued and he told me I should hear back from George **, the area manager soon.

I then called the store back and told the manager, Chris **, that I had placed a complaint. He was not much nicer than Francisco. Chris also began berating me, telling me all the things I don't understand and how cars work. He also said that several of "the guys" were talking about me Monday morning when the store opened. How not professional is that!

Then he told me that he was the area manager and that he would be making the decision as to how things would be handled with me. He did offer to reimburse me for the serpentine belt and labor, but I declined.

On July 20, I called the customer service line back and spoke with another very nice young man by the name of Brandon. He apologized for the situation and said I should have received the call from Mr. ** by now. Brandon told me he would email the complaint to the account manager.

Mr. ** did contact me on July 24. Unfortunately, I could not pick up the phone. I did try to call him back on 7/25, 7/26, twice on 7/27, 8/1 and 8/5. Each time I got his voicemail. On August 5, I called NTB National at 877-227-5682 and spoke with Nikk, another very kind and professional employee. Apparently, the only thing NTB has going for them is their professional and kind customer service department. Nikk spoke to and sent my information right then to the account executive, who stated it would be addressed immediately. Nikk told me to call back no later than 48 hours later if I had not heard from anyone.

Guess what? I haven't heard yet. It was 72 hours plus since I spoke with Nikk. I called again, spoke with Robert, yes, yet another very kind customer service rep. Robert again apologized for the entire situation. He looked at my complaint and told me that the account executive (from 8/1) had instructed Mr. George ** to call me immediately. Robert told me to call back in 24 hours if I was not contacted.

Well, that brings us to today. I have not been contacted by anyone from this company. Today again, yes, once again I called customer service (kind of starting to like them, think perhaps they should be running the company) and spoke with Larissa. Told me she would again email the account executive and also let them know that I was filing a complaint.

So, to sum things up, our van is messed up. NTB has done nothing to help us. I don't believe NTB even cares what has happened to our van. I've been without a vehicle for 3 weeks. Could these NTB executives survive without a car? I found so many complaints about NTB and their sister companies online. I will let you know when we have a total cost for this mess. Right now we're out $380 for the tires, belt and labor, and around $75 for lodging and food. We'll go back to pick up the van next week and incur more charges. Thanks for this opportunity to express our issue.

On Friday, July 29, 2011, my daughter experienced the back passenger driver side tire was very low and stopped at the NW Frwy location. The employee stated a new tire, which was purchased and no other option was discussed. The tire that was replaced was part of a set of new tires I purchased in June from another name brand tire company. The replaced tire's cost was $50. No receipt of warranty was given, neither a copy of the paperwork nor the information was entered into NTB database to identify the make-model-year of my car, and the service manager made light of my concern.

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.

After the second alignment, I was told my right front tire rod needed to be replaced and the alignment would not hold. Keep in mind that it was the struts 2 weeks before. I picked up my vehicle and took it back to my mechanic who stated the tire rod was fine. Approximately months later, the vehicle began to shake. So, I took it today to have it looked at by Pearson Honda who informed me the tires were bad and making a loud noise and I needed new tires. I took the vehicle back to Good Year the same day on 5/13/2011. They told me the alignment was out on the rear and front of my vehicle and this caused the tires to go out. The tread is excellent and I have only placed 36k miles on the tire.

I drive approximately 160 miles per day and keep my vehicle in excellent condition. They advised me to take it back to NTB as they did not align that vehicle, thus causing the early ware on the tires. Every time I entered that facility, they would attempt to sell the female car owners on all this extra work the vehicles need. With my situation, they lied to me about the struts and the tire rod, and did not align my vehicle. I never went back to them after the second incident as I felt slighted.

The technician obviously made a mistake and stripped the threads. Now I understand how this can happen. It's a steel plug and an aluminum pan. I've been working on cars and changing oil since I was 14. It's not rocket science, but mistakes do happen. But to make this kind of mistake and allow a customer to take the vehicle out of a shop, knowing there was a potential for a serious leak, is unacceptable.

When I was paying for the work, I said, "As long as it would only be a few drops of oil, I would take my vehicle to a competent mechanic to replace it." After 2 hours of waiting for what most shops do in 10 minutes, I just wanted to get going. A few hours of the vehicle sitting in my garage, I noticed a very large puddle of oil. I estimated about a quart had leaked out.

So now, I have a major problem, and it's 3:30 in the afternoon. I called the manager back, and he abruptly told me that it wasn't his fault and that he informed me I needed a new oil pan and there might be leaking. It's at this point that my blood pressure has now exploded. Yes, I hung up on him and called the national service number.

I then drove the vehicle to a garage and had a mechanic tap the pan and install a new oil plug. After an hour and $58, my vehicle was back to normal, and I returned home. This is what I would have expected from NTB in the first place. I then received a call from the Baltimore regional manager. I told him the story, and his response was rather defensive. His response was that he needed to talk this staff. I told him I was not going to pay for their mistake and wanted an address to submit the bill for the repair. He said he was not claiming liability for this yet.

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.

One week later, I took my car in for inspection and the brakes failed. I feel they just wanted to bilk the money and did a terrible job. I will not be going back to them.

They called and told me that to pass my inspection it would cost $1050.00. I went back to NTB and the man at the counter gave me a list of things that needed to be fixed before it would pass. Rear rotors, but no new brakes? Pitman arm has lay, rear reflector. He then went on to tell me that my back lights are fine and that he had to replace a front light bulb. I thought this was strange. Then why did I get pulled over? I asked him if he could do anything to lower the costs, he said no. I then left with my car after they charged me $140 for what they did.

I took my car the next day to the same NTB and asked them to give me a print out of what needed to be done. What they printed out didn't exactly match what they said the day before. In fact it was 300 less so I grew suspicious. I then took my car to another place, Vespias in Landsdale. They told me there that they would look at my car. All the stuff that NTB said I needed for my car was bull and they said I had multiple lights out in the back of my car. They also said that my car didn't pass the emissions test which NTB should have told me because it would have just add more cost to my inspection. NTB's print outs are impossible to read and don't make sense. I feel like they are just trying to rip me off.

After paying my $1000 bill, I went back to my truck to do a once over of the vehicle (because I always do so when it leaves a shop). It was dark, so I took out my headlamp and notice 3 issues with the truck. There was a scuff mark on the bumper that I couldn't rub out, there was a tiny dent on the hood (maybe from shutting the hood with a tool in hand), and a 2 inch dent with a black scuff mark on the rear quarter. I quickly went back to the office area and they came out to see the dents I saw.

First off they felt that this couldn't happen in their shop because they don't have anything with black on it. I even pointed out the fresh grease on the 2 inch dent. The manager and technician noticed this and agreed that they also saw it. They told me that they would contact the district manager the next day and get back to me. Obviously they didn't make any attempt to contact me, instead I called them. The manager wanted me to drive my vehicle all the way back to NH so he could take a picture of the dent. I complied and when I showed up, all he did was take a picture with a ** camera phone (which I could have easily done and sent to him, or even better sent him a digital photo).

Now a little angry, I left and called my insurance company. They told me to get an estimate, so I went to Duffy's Auto in Chelmsford, MA. The estimate for the damage was $400 or so. After months of contacting their insurance company and giving them my story, the claim came back denied (not surprised)bbut I asked why. The folks that I dealt with at NTB denied everything and told a completely different story than what really happened that night. They denied that I had a light to see the dent, they denied that we saw the fresh grease on the dent, and they denied that it could have even happened in their shop because the have nothing that's black inside their warehouse (hmm what about the tires, what color are they usually).

So instead of taking it to small claims court, I just figured Karma would do its trick to the technician(s) that messed up my brand new truck. They're useless individuals that make $8 an hour and don't care about their work or your car. I wouldn't suggest anyone go there for any reason in the future.

Fortunately, for both of us, I called your Watson store and spoke with a very personable and knowledgeable employee named Norman. He went on his terminal and found a promo cooper tire with 60,000 miles in inventory. I made an appointment and made the sale. Norman always was concerned with every customer and followed through with all of them even during high volume. You got high customer service and Norman should be highly commended for his service. Norman will keep you in business and Jim could learn a lot from Norman.

NTW was the most aggressive about fixing customer complaints than any auto repair co. I ever worked for. Ever! One woman ran an obvious scam on my store and got two new tires in the end. She used a transparent line of lies to trade in her 2 old bald tires for 2 new ones she ultimately got them!

I have seen, first hand, that NTB does just the opposite. Apparently "customer service" is not part of their operations. A friend bought 2 new tires for her car. They are 3/8" out of round. Thus the car shimmys constantly, at all speeds. This symptom was noticed the morning after the new tires were put on. But the belligerent Mgr. woman, in the store at 7734 Richmond hwy. says it can't be the new tires, it is the car.

This is a methodology used by the unscrupulous to do other expensive repairs to your car first. After they have (effectively) ** you (financially) they finally replace the tires that were the problem in the first place. This is a favorite scam of the car repair industry that they make huge amounts of money doing! It is like a carnival scam. You have to know how it works to see it coming. I am familiar with a few carnival scams that make lots of money. She totally discounts that the problem appeared the morn after the tires were installed!

The person at Grapevine (about 4pm on 11/1) told me that there was nothing I he could do since I had not brought the tire back to them. If I had brought the flat tire back then he could exchange it for installation only. I tried to explain that I was out on the road and there was no way I could have brought it back. I asked for credit on the tire and he refused saying again I had not brought the tire back for repair. The argument got heated quickly and then I left, leaving the tire.

When I picked up the keys and the receipts, the total was $2166, $400 over the estimate. Their explanation was that my mounts were bad so they had to replace those and they just replaced the shock absorbers while they were at it, at a cost of $245 + $45 labor per strut, instead of the $139 they quoted me. I was upset because I'd never have agreed to this expense, but was now stuck because they did it without consulting me. I noticed on the way home that the ABS light was on and it wasn't when I had brought the car to them. They said bring it back to them and they would look at it. I was eager to confront them about the unauthorized work and at least get the ABS issue addressed at the same time, so I took it back the next day at noon.

They brought it in and then they came back and said the mechanic said the ABS light was on when he got the vehicle the day prior, which was a lie. They then said they don't know why the light is on and I'd have to take it to a dealer at my expense since only the dealer has the proper equipment to determine why the light was on and their mechanic said I gave them the car that way. I don't want to nitpick but I had custom valve stem caps on the original tires, yet the new tires, one had a standard plastic and the second tire didn't even have a stem valve cap. They had said they'd replace the ones I had, but even after looking over the car a second time, I had to go in and complain that I still didn't have the custom valve stem caps I had on the tires they removed.

His refusal to admit that, maybe they just forgot, was astounding. It ended in a stand off, my word against his. It was a no-win situation. In this case, I thought as a customer, I should have been given the benefit of the doubt. I know my car. It had the clamp on the battery when it went in. No problem, I just won't go back there, or recommend NTB to anyone. I will have to replace the clamp for $25.00 with a dealer. One positive note is that, I am appreciative that they did replace the battery right before closing, and were very friendly, and accommodating, but the following treatment was disheartening.

You replaced my tires in October (October 31, 2009, Invoice # 33790649) and at the time told me my brakes were less than 10%. Given that I was leaving on a trip, I authorized you to go ahead and replace the pads and adjust the rotors accordingly. When I picked up the car, there was a distinct rattle from the right back tire and I brought it back immediately for inspection. The mechanic told me it was my undercarriage (absurd). I understand now it was a brake shoe clip that was loose.

The rattle escalated again as I drove away and then abruptly stopped. The cost of my tires and brakes was $1350.62. Within a month of the brake job, I detected an irregularity or unevenness when braking. It was subtle, a sense that the braking was not smooth. This progressed steadily and I brought the car back to you in April (April 24, 2010; Invoice #38453517). You told me that perhaps the pads had not worn well and might have been defective. You did the replacement of the pads yourself and there was no additional charge. There was no mention of any problems with the brakes other than the pads had worn unevenly.

Within 3 to 4 weeks, the sense of uneven breaking returned. I came back again on July 30th (July 30, 2010; Invoice #41243132) and this time I was told that all my rotors had warped. I can understand perhaps one -- but all? Clearly this was a result of mistakes made when smoothing the surfaces for the replacement brake pads, but no admission of this mistake was made. That cost was $406.06.

Now it is August 9th and while driving to work, my car began to make a similar metal on metal sound like it did when the brakes were first done in October. I came back and the mechanic drove in the car with me to listen. This time I am told that my parking brake is "shot" and must be replaced. The estimate I receive is for the part ($35.00) and the labor will be waived. Given that we live in Illinois and the use of my parking brake is minimal at best, I cannot understand how it could be "shot" on a 3 year old car. I have to assume that the parking brake was not adjusted with the brake job and this is one more complication of the overall inferior service.

I clearly made a mistake in allowing your mechanics to do my brakes and I have paid for it substantially. I will never make this mistake again and will do my best to warn others that NTB is not a place to have brake services done. Please know that a copy of my letter will go to Angie's List, The Better Business Bureau, and Consumeraffairs.com. I now understand the numbers of complaints lodged against NTB that I've discovered on the Internet. I do request that I please receive a full refund for my brake job, rotor repair and parking brakes repair." Four trips to the NTB store, close to $2000 in bills. Major inconvenience in that I have missed work or been late for work.

The following day, June 7, 2010, I left work early to go to National Tire and Battery. When I got there, a guy by the name of Tim, I believe, came out to check the tires on my car. He then proceeded to tell me the three remaining tires presented a road hazard and that I could be arrested for driving the car in that condition. He further told me that the tires were wearing unevenly and I would need to have an alignment done. I explained to him that I needed to get to the hospital and simply wanted two tires put on the front of the car. He then told me it is illegal to put new tires on the front of the car.

I was already upset and distraught by my son's condition and could not handle the controversy he was creating. I left, in tears, went to the hospital and then took the car to the garage where I have my routine maintenance done. The owner of the garage was irritated when I told him what happened because he checks the tires every time I have the oil changed and said he would never let me drive a car with unsafe tires. He showed me the tread on the tires and said it more than exceeded the legal standard and was by no means creating a "road hazard". He also showed me the wear on the tires and there was no sign of uneven wear.

The goal of the sales person was to coerce me into buying four tires instead of two and have an alignment done as well. Good salesmanship is a virtue but deliberately falsifying the truth to con someone into purchasing more than is required is not.

At this point, the next person I spoke to was Joe. I am not sure what his position is there. I told him that I have to keep calling, because no one was letting me know what was going on. He apologized and seemed like a good guy. So he told me he will look into it and let me know what's happening. Joe finally called me back and told me they have been working on it and that they believe it has something to do with the alarm system. That was it till later on.

I received another call and was told by Joe that there was a problem getting the car started now. So I told Joe I would come up to see if I could get it started, because we do not use the remote for the alarm. My father and I got up there, and the locks did not lock and the engine won't start. Pretty disappointed at this point, I told Joe the locks would not lock and the engine won't start as it did when I drove it there. Joe stated something may not be hooked up right now. So my father and I left, and I waited for another call. Finally, I got a call from Joe again. They were replacing all kinds of parts to see what the problem is. Nothing seemed to fix it. Crankshaft sensor was replaced because it went out.

Finally, that next week, Joe said they have exhausted everything to fix it. So my father and I went up to the Jeep Service Center in Tysons, VA and spoke to (Tyson) at 703-356-0400. We told the problem, and he stated to go ahead and have it towed up there that day, so they can take a look at it. We went back to NTB and found Joe. We told him we will go ahead and take it off his hands and give the Jeep a try. So we went and took a look at the Jeep. I immediately noticed a dent on the front left driver's side fender. They had backed the car into the bay so the front was visible. I asked Joe how this happened. He said what? I stated the damage to the fender. He had a blank look on his face because maybe he didn't know. But the fact is it was not there before.

So I immediately started to inspect the rest of the vehicle. I then noticed the right passenger's side inner fender was scratched severely. I have pictures. They asked the man who worked on the car if he knew how this happened. I already knew the answer before it came out of his mouth."No." So my father and I argued about this for a while. The damage was brand-new. I took pics, because we live close and it rained very heavy that week and I noticed my Jeep sitting outside all day. These points would have rusted by then because it was down to the metal. Not even an indication that water was on it. It was new damage they caused.

So Joe said he would contact his insurance (Gallagher Bassett Services). At that point, I told Joe that I would not take my Jeep till I heard what they plan on doing with it. Jeep did not want it, because NTB might say they did it. Finally, I heard from a man named "Mark" from Gallagher who asked me what happened. I told him, and he said he would get back to me. Still nothing. So I called to see what was going at NTB, and Joe told me their insurance guy would come by this week and look at it. He finally came by per Mark on May 28 to look at it. Mark said he would call me back the next week. He never did. I called back on the 26th, and I asked what is going on. He said he sent it out and that he would call me back. Still no call.

Car has now been there since May 12, 2010. Finally on June 9, 2010, I had to call Gallagher Bassett (954--378-5300) and asked for Mark's supervisor (Larry) at ext 316. I was told he was on the phone and could not speak. I said I would call back the next day, June 10, 2010. I called back around 12:15pm on the 10th, and his voice mail stated he would not be in the office till June 14, 2010.

If I needed to speak to someone, I could contact Richard at ext. 311. So I did. I contacted Richard and told him my problem. He looked up the file and said that the claim had been denied earlier. I said, "Why didn't someone call me?" He did not know. He stated NTB said they did not do it. I said, "That is it?" He apologized and said, "We are their client, and we have to go by what NTB says." I was angry. I thanked him and hung up.

On May 12, 2010, I drove my car with working locks, engine running, and no damage. On June 10, 2010, it has broken locks, engine won't start, and has damaged front fenders.

The manager said, if the damage was done in the first year, I would have received a new tire, at no cost, due to the low mileage. I feel I should be given a new tire at little or no cost. $70.00 is too much. I have more than one vehicles, which enabled me to keep a low mileage on this set of tires. When I purchased this set of tires, I also purchased the roadside warranty for the life of the tire (60,000 miles).

Continual issues from there on was out of temp gauge rising. Auto was brought back into the NTB shop no less than 5 times to check on the continual issue. Diagnosis on all the occasions was there was no issue and it must have been "air" in the lines. After the fourth visit, we drove the car 2 blocks away and extreme overheating resulted. Fluids then started coming out of the vehicle, both anti-freeze and oil this time (from the head gasket and oil pan).

We took the car back to NTB who then replaced cracked thermostat housing and once again released the car. After a few more blocks of driving, fluids escaped at extreme measures. We then proceeded to take the car to a different mechanic. Upon inspection of the vehicle, the selected mechanic found the car had a burned out fan clutch which was the underlying cause of the continual overheating issues all along. According to the independent mechanic, usual inspection of the fan clutch is a typical process to follow on any overheating issues.

The vehicle is now sitting in a mechanic's yard rendered useless with extensive damages due to negligence of the NTB staff. Car Value was $5,000, Radiator Repair Cost, $1,000 and Thermostat housing $250.

I called NTB, and they told me to have it jumped and to bring it in. This time, they told me I needed a new battery, even though a week before they told me the battery was fine. I was so angry that I told them I would get the battery somewhere else and that this was not the last they were going to hear from me. They asked me not to leave and said that they would install a battery for free. Since it would be free and I would have to pay somewhere else, I agreed to let them do it. I was still angry that I was out the $486.00, but they said there was nothing they could do. Today, which is March 31, the same thing happened. This is the third time within three weeks that my car has died after NTB assured me that it was repaired.

Obviously, there is something wrong with my car, but to do unnecessary repairs on it and let me leave thinking everything is okay is totally unethical. The fact that they tried to appease me with a new battery is also wrong. A new battery is much cheaper than a new alternator, and apparently, I did not even need one.

Anyway, I called NTB again and spoke with Joe, the manager. He told me to bring it in again, and they will look at it and possibly refund my money for the alternator. I brought it in, and they checked it and said it was fine and that possibly it was the starter or bad wiring. They said there was nothing they could do and did not give me any kind of refund. Now I am out the money, and my car is still not repaired, nor do I know what is wrong with it.

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 went to NTB and told them I had done my car service from NTB on 10/17/2009 and got the following service done.

After I got my service done, a month later, I got Maint Red light on my dashboard and went back to NTB and spoke to Eric from NTB and he told me the technician forgot to reset the light and I need not worry he will be taking care of it on next oil change. I explained to Eric about check engine light and he came along with one of his technician to Toyota of Irving and analyzed my car and took picture of oil leaking all the way to rear and accepted that it was fault from their side and he is going to file a complaint with their insurance and will make sure NTB gives me a new engine and I need not worry. He gave me claim# 113569467 and told Insurance is going to take care from now on.

On 02/24/2010 I got a call from Mark ** from Gallagher Basset service, stating they are going to do investigation from their side and it going to take 1-2 weeks for the process to complete. He asked me to authorize the vehicle tear down as he is going to send some technician to take a look at my vehicle. I authorized my vehicle tear down and on 03/04/2010 a technician form Gallagher went and investigated my vehicle. On 03/12/2010, I got a call from Mark ** stating they have denied my claim and they feel its not a negligence of their client.

The technician removed all the cam caps and there are lightly scored. The camshafts journals are lightly scored. There is no discoloring to the camshaft journals or caps. There is no scoring or discoloring to the camshaft lobs or lifters. The technician removed all the rod caps and the #1, #2 and #4 rod bearings are scored. The #3 rod bearing has spun and is missing. There is no heat discoloring to the rod caps or rod journals of the crankshaft. The #2 and #4 rod bearings are pitted. There is a lot of metal in the oil pan. There is large metal pieces in the oil pick up screen, but the screen is not blocked. The oil pan has a new drain plug installed and is tight. The technician states there is no damage to the oil pan drain plug threads. There is no impact to the oil pan. The oil filter is not new and does not appear to be leaking. The oil filter is a PZ-21, yellow in color. There is no sludge seen. There is oil blow back from the engine to the muffler. The technician states there was no oil or drain plug when the vehicle came in but the inspector cannot verify

There is an isolated failure of the #3 rod bearing with subsequent damage to the engine from metal contamination. There is no heat discoloring to indicate a lack of lube condition. There is no verified failure of the oil pan drain plug at the time of this inspection Toyota gave me report which states the cause of engine failure Found drain plug missing and oil residue all the way to the rear. Car must have been at Highway speeds when plug came out. Installed plug and added oil. Engine is knocking bad due to starving it from oil after getting approved to tear engine down. Found #3 bearing failure from lack of oil. Also found cams and journals scared from lack of oil. When adjuster got here, we pulled car in and raised it oil was still dripping from rear rear struts. Evidence that it lost oil at highway speed due to drain plug coming out.

5. Also the report states "There is oil blow back from the engine to the muffler" which clearly states there was a leakage and the report don't say any other damage to car.

Based on this, it very difficult to believe the report that was presented to me and waiting for justice. Please help me as NTB is indulging in unethical business practice. Replacing a new engine is going to cost me huge sum of money which I can't afford in this tough economy. I look forward for your help.

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 brought my VW Jetta in around 8:30 am on Sunday for 4 tires because of an advertised special. The advertised specials are conveniently not in stock and the next cheapest tire is $30 per tire more. I am so desperate for tires that I agree to a more expensive tire. They pressure me to get an alignment even after I tell them I just had one. I told them no. I leave the car and get a call 6 hours later to tell me that they are working on the car and found that my tires are out of alignment. I tell them no again to the alignment.

I show up 20 minutes before closing (9 hours after dropping it off) and find that they hadn't even started work yet. I have to wait another hour for them to put the tires on. I am charged almost $40 per tire for tire disposals and tire installations. I turned down the additional $15 per tire road hazard protection. It cost me $600 for 4 tires for a compact car when I only wanted the cheapest tires possible.

At 7:30 pm, I called James to see if my car was ready, he stated that it was ready but they were checking the alignment of my car. I said "excuse me, I didn't ask for that service." He then asked me did I want the service I said "No". I then asked James again "Is my car ready?" He said "Yes." I said "thank you" and hung up the telephone. At 7:45 pm, I arrived at the NTB to pick up my car. Again, I spoke with James. He rang the final transaction of the tire purchase of $251, took my credit card information, asked me to sign the purchase receipt and I left the NTB.

At 9:30 pm, I arrived home for the night. I went to my trunk to get my groceries out of my car, and I found that someone at the NTB had gone through my personal items in my car. The trunk of my car was in such a disarray that I didn't know where to start with getting things in order. My groceries had been thrown in the back of the trunk along with a pair of shoes, I had a bottle of water and juice that I had opened and that had wasted on various items in the car. My groceries were damaged and had to be thrown out along with some other items.

I immediately call James and told him that someone at the NTB had gone through the trunk of my car and I asked him why had they done this and he said that they were looking for my wheel lock. I said "No, I called you, told you that the wheel lock was in the front open part of the console." He said that he wasn't sure. I asked him what he wasn't sure about, I didn't get an answer. I told him that I didn't give him or his staff permission to go through my trunk, nor did the receipt that I had signed authorizing payment and service for my Toyota Camry state such permission. I then hung up the phone and checked my car further.

I called him back and I told him that after going through my own car that there had been $50 missing from my trunk. He told me that he was working and did not have time to talk with me and that technically that he should not have answered the telephone because the store was closed. He offered to write me a check for the missing money, I became sarcastic and asked him did your staff take the money in form of a check, I told him that I would take whomever to court should this issue become an more in depth personal issue. He then ended the telephone call.

This morning, I went through my car again, cleaning up the mess that the tech had made and I also found the $50 bill. However, I noticed that the two new tires that I requested to be place on the front of the car had been placed on the back of my car. Now, I have two bad tires on the front (which isn't safe), two new tires on the rear of my car and NTB has two tires that were suppose to stay on my car.

I called this morning, spoke with the store manager and he stated that I should call him and make an appointment. To get the tires switched. What an inconvenience! All I wanted was two tires for the front of my car and instead I received disrespect of NTB employees going through my car, damaging my groceries, Christmas presents and other personal items. Not to mention the two new tires going to the rear of the car instead of the front of the car and now I have to make an appointment to get my items back because someone was not focus about the business of NTB but on what was in my trunk of my car. This was a violation of my privacy. I need a response to the issue as soon as possible!

I left and had the service done somewhere else. The car is still giving me problems. I am a senior adult woman without a husband or son to attend to these things. I am sure I got ripped off. After telling my story to several other women, they said that they have had similar problems with them.

About 10 days later, the engine died. I had it towed in to NTB. They told me there was not even a single drop of oil in the engine! They also told me they could not figure out why, since there was no sign of oil leakage. This 8-year old car had never had any problems with leaking oil. As it turned out, they had drained the engine oil while investigating it and forgot to fill it back in again. That's what caused the engine to go out. Please think twice before taking your car to this NTB for any service! This is a new location and apparently, they cannot find any qualified mechanics for hire. I got burned big time. Don't let yourself be another victim of these charlatans!

How could these tires become so out of balance in one week? Answer - they can't. They were not done properly in the first place. Now, if the staff at NTB had simply acknowledged that there might actually be a problem, checked and fixed it, everything would have been fine. But the fact that they argued, were hostile and treated me like an inconvenience has left me angry and disappointed. There are plenty of other tire places around who will now get my future business instead.

Ten hours later, the store called to tell me that my mother's car was ready. My mother and I went to pick the car up but we were barely out of the store's parking lot before my mother, upon driving the car, stopped to inform me that the knocking sound was still there. We went back to the store and they told us to take the car but bring it back the next day for repair. We did as we were told and left the car there for them to repair. Three hours later, we called the store only to be told that there was nothing they can do about the car and that they had fixed a noise that they thought was coming from the front of the car. That was good but there was no noise coming from the front as far as we knew!

I reminded the gentlemen that I was speaking to that we had told them to fix the knocking-like sound from the rear and by the way, the repair order specified the same thing. After several minutes of arguing with the gentleman, I asked to speak to the store manager who told me that there was nothing they could do and that if I wanted more repairs done on my "old" car, then I should pay for it. Of course, the statement made me very angry since they had already charged $845.74 but yet had not fixed the problem that brought us there in the first place. I then asked the store manager to connect me to his supervisor but he told me that I could not speak with him and that he, the store manager, would call his supervisor and then get back with me.

After an hour or so, he, the store manager, called me with the good news that his supervisor had authorized them to fix the car at no cost. Please be aware that no one told us that they were fixing whatever else but the problem we told them the car had. We were asked to pick up the car since the ordered parts would not be in until the following Tuesday. We picked up the car and brought it back to the store on Tuesday, July 28th, 2009, as we had agreed-but as of Tuesday 8:00 p.m., the car was not fixed. Why? Because after installing the parts, the car still had the knocking sound. On Wednesday, June 1st, 2009, I was asked to drive up to the store to witness the repairs that they were making on the car. I did go, but I also pointed out to them that my coming there was futile since I was not a mechanic by profession and therefore would not tell whether they had been working on the car or not. I suspect they were not working on the car now or even the first time we took it to them. By 8:00 p.m., the car was not fixed. By noon the next day, it still was not fixed.

To make a long agonizing story short, it is now Wednesday, July 8th - a week later - that store #572 has kept the car and has yet to fix it! My mother, being a very peaceful lady, has pleaded and tried to negotiate with them but nothing is working! We are still getting the same lies: "We have ordered the parts they will be here in the afternoon" or "The guy that is supposed to be fixing the car is not here today." My mother has decided to cut her loss, $845.74, after all is said and done and take her still un-repaired car! But I know where to go to seek help for my mother and here I am writing to you about our complaint.

The people in the back put a plug in the tire instead of a patch and the plug was leaking so bad it wouldn't stay up over night. Skippy, who was in high school last week and was now the manager, said I got a new leak in the same place as the plug (what would be the chance?). I said okay, give new a new tire with some type of a discount. They said they couldn't do that. I asked to see the manager and was told he was the manager. The tire had 1/2 mile on it before I took it back. Let just say I will never go back and I will be more happy to tell others about the store. Bye, NTB. Hello, Discount Tire.

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.

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. I never heard from him. I 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.