National Tire & Battery [NTB] review: Safety hazard and poor customer service

I am writing to express my utmost disappointment and frustration with the recent experience (June 23rd, 2023). I had at one of your stores, specifically the location of store number 694. As a loyal customer of NTB for many years, I have always trusted your brand for quality products and excellent service. However, the events that transpired during my last visit have left me deeply dissatisfied and concerned about my safety.

Approximately one year ago, I had one of my tires replaced at the aforementioned store due to a puncture caused by a bolt. Unfortunately, it has come to my attention that a tire of incorrect size and model was installed during that service. While the three remaining tires were of a consistent size, the tire that was replaced did not match them, resulting in a mismatched set for an entire year.

Recently, I returned to the same store to address the wear and tear on my tires, only to be informed by the store worker that the mismatched tire was likely the cause of the expedited wear on all four tires. This revelation has raised serious concerns about my safety as a driver. I place my trust in your company to provide appropriate and safe products for my vehicle, and I believe this mistake has put my safety in jeopardy unnecessarily.

To compound my dissatisfaction, I was met with subpar service during my visit. The store worker confirmed the incorrect sizing of the replaced tire, acknowledging that a width of 65 was used instead of the correct width of 55. This error is not only concerning in terms of safety but has also resulted in unnecessary wear and tear on my vehicle, which has a significant impact on its performance and longevity.

Furthermore, I was extremely disappointed to be kept waiting at the store for a total of three hours while the workers attended to my vehicle. This prolonged delay inconvenienced me and disrupted my schedule significantly. What added to my disappointment was when I was asked by one of the employees to provide false information on a survey, specifically stating that my wait time was only 20 minutes. I believe such a request is unethical and undermines the integrity of your company's customer feedback process.

As a loyal customer who has entrusted my vehicle's maintenance to your brand, I expected a much higher level of service and attention to detail. I rely on your expertise to ensure the safety and reliability of my vehicle, and this recent experience has shattered my confidence in your company's ability to fulfill that expectation.

Therefore, I kindly request that you thoroughly investigate this matter and take appropriate actions to rectify the situation. I am concerned about the potential damage caused to my vehicle due to the mismatched tire and the subsequent wear on all four tires. I expect a prompt response outlining the steps that will be taken to address this issue and to prevent such oversights in the future.

Furthermore, I implore you to address the poor customer service I received during my visit. Asking customers to provide false information on surveys is unacceptable, and I urge you to reevaluate the practices within your stores to ensure that ethical conduct is upheld by your employees at all times.

I look forward to hearing from you soon and to a resolution that restores my faith in your company.