National Tire & Battery [NTB]

Called and made an appointment for 12:30, got to the store and was told that I would have to wait at least 2 HOURS, that the scheduling department has NO IDEA what kind of business they have in the shop and I should have called them directly (called the number from the website). If the scheduling department does not know what you have to do, then 1) they should not be doing the scheduling and 2) if the store would properly update the scheduling customers would not get turned away at the door. Not to worry there are 20 different shops within 15 miles that provide the same services, I am sure one of them can honor their appointment schedule, won't be back to Antioch's NTB or any other NTB.

I am writing just to let you know how dissatisfied I am with the service I received at the NTB in Round Lake Beach, Illinois and with the terrible customer service I received from the district manager for the Round Lake Beach store (Jessie Ortega). Below is the letter I sent to TBC Corporation Consumer Relations department:

To whom it may concern,
I took my 1994 pickup in for 2 new tires and an oil change to the NTB in Round Lake Beach, IL store. During the installation I was told that the brakes felt soft and I needed a new master cylinder, I asked will this take care of the brake problem and he said yes. While they were doing the oil change I was told the drain plug was rusty and there is a 50/50 chance I will need a new oil pan. I asked how much is the oil pan he said it would be $150 for the part and $275 for the labor. I asked what the entire bill will be and was told $954 and it would take approximately 2 hours.
Later that evening, 7 hours since I dropped it off, I went back and was told by the mechanic he had other fires to put out while working on my truck and that’s why it was taking longer. I asked if he was able to get the drain plug out without replacing the oil pan. He said he was able to remove it and re-thread the pan and he was going to do the master cylinder next and it would be done tomorrow.
The next day when I went to pick up the truck the bill came to $903. I told him the oil pan was not replaced and it should be approximately $425 less. After speaking with the manager he got the bill down to $794.44 and said the brakes were still soft because I need a booster which would be about $600. I also had a $25 off any service purchase of $100 or more that I received with my credit card bill from a previous repair at the Antioch NTB, but he did not except it.
I have 2 new tires an oil change and a new master cylinder (that did not solve the brake issue) and it cost $794.44. I feel that this bill should be around $504 because the new oil pan was not needed and the $25 off coupon.
Please advise.
Work order #[protected]
Thank you,
Gary Seiden

Below is the response I received from TBC:
[protected]@TBCCORP.com Oct 11 at 11:00 AM
Reference #5216502

Dear Gary Seiden,

Thank you for contacting TBC Corporation Consumer Relations. We are sorry and disappointed to hear about your negative experience in one of our locations with your service issues.

We value our customer’s and want to make your visit to our location as pleasant as possible. I have sent your comments to our Management team for their review and follow up.

Our Management team should reach out to you within the next 24-48 hours( Mon- Fri), if you should need any further assistance or have any questions or concerns please contact us at our Consumer Relations Department at [protected] ( Mon.- Fri.) include your reference number of 5216502 or you can email us at [protected]@TBCCORP.com.

Here in our corporate office we value our customer’s feedback and want to thank you for taking the time to reach out to us to share your experience.

We look forward to assisting you.

Kind Regards,
Stephanie
TBC Corporation
Consumer Relations

10-21-16 I contacted TBC again (Stephanie) because I have not received any response.
10-23-16 I received a call from Jessie telling me he will send me a spreadsheet with the brake down.
10- 25-16 I called Jessie back to tell him I did not receive the spreadsheet. I received the spreadsheet that day which was only a copy of my bill on a spreadsheet. I sent the spreadsheet back noting all the issues I had with the bill; see below:

265/75/16 OHTS Tires $173.98
Tire Disposal $ 6.00
IL State Tire Tax $5.00
Mount/Install $14.00
Balance $19.98
Lifetime Balancing $16.00
Road Hazard Coverage $26.10
Oil Change $37.99
oil Change DISCOUNT $(22.99)
Oil pan labor (includes remove/re-thread/re-install) $207.08

Oil pan was not needed or installed or removed -$103.54
The reason I do not think the oil pan was removed
because I was told that it was good that they were able
to re-thread it because it was a major job to remove the
oil pan and they were not really equipped to do it. If it
was removed than I was misinformed.

Oil Pan Labor DISCOUNT$ (103.54)
Oil pan gasket (part)$73.59
No gasket was needed or installed -$73.59
Refund $177.13
Brake Master Cylinder (Part) $110.59
Brake Master Cylinder (Labor) $87.19
Brake Flush $72.99

As I mentioned in my letter the master cylinder
was replaced because I was told they were spongy
and this would fix it; it did not fix the problem.
The master cylinder did not need to be replaced.
Since it was replaced I am not asking for a refund.
Shop Fee $35.00
Tax $35.48
$794.44
$613.31- Ignoring the unnecessary replacement of
the master cylinder this is the most the bill should be.
Please advise
Thank you, Gary

11-4-16 Called TBC (Laura) and said I have not received a response from Jessie again.
11-10-16 Called TBC and left message for a call back about Jessie not responding; I did not receive a call back.
11-11-16 Called TBC and was told by Laura Jessie will call me today.
11-14-16 Called TBC told Sandra Jessie was not responding and she connected me directly with Jessie. Jessie told me that they had to remove the oil pan to thread the hole for the plug and that is why they had to put a new gasket on. The reason I do not think the oil pan was removed because I was told that it was good that they were able to re-thread it because it was a major job to remove the oil pan and they were not really equipped to do it.

Gary Seiden

Basically, each pirelli scorpion verde all season plus tire on ntb's website is listed for $138.99. I called their store in mclean, va and the manager said each goes for $214.99 and would not honor the price quoted on the ntb website. His response "go tell corporate." i want to a merchants tire store nearby and they sell them for $138.

Moral of the story: go compare prices and personally confirm them.

One day my car parked in garage and notice water on ground, I still went to go where I had to go. So when I went to my doctors office got out and notice more running fluid I got back in to car I notice it was my cooling system hose mush have done something.. I filled with water until I got to where I head to go and on way home I went to N T B ..they checked my car and told me I need a new cooling systems I said yes, I DONT REMEMBER IF HE TOLD ME HOW MUCH FIRST...FIRST WHY IT TAKE 3 HOURS TO CHANGE, AND ALMOST 400.00 NT HAPPYT AT ALL WITH BOTH. It does nit look like a new one either.when I got up to watch them, there was a another car blocking my view, he was standing there looking under my car with a baby flash light, , I ran back in and said what are u guys doing? He say soon

My husband works for the ntb in waxahchie and they over work him. His body feels like its about to shut down. They make him work on almost every car that comes in, they won't let him even get a drink to stay hydrated don't really give him any days off. There are a couple of other mechanics there that get away with everything one gets sent home early for no reason. My husband gets made to work on the cars and clean the shop by himself. In my opinion the way they treat him is ridiculous and unfair to him. He has a family of his own that he don't ever get to see until bed time. By the time he comes home from work the kids are asleep. The service manager talks to there employees poorly he uses the f word a lot with them/towards them. They also tried to make my husband go into work when I was in the hospital giving birth to our son. All they care about is making money. They don't care about there employees at all. Enough is enough this place needs something done to them to make them realize that they can't treat there employees they way they do. Some of the mechanics there can get away with anything and not have to hardly do anything but if my husband was to walk away just to get a drink he gets his butt chewed out. They have him doing multiple cars at one time and then chew him out for not having the car in and out.

August 30, 2015
7 Francis Ave
Valley Park, Mo. 63088

TO: NTB Corporate Office & Headquarter

On Saturday, August 29, 2015, I placed a call to National Tire & Battery (NTB) and spoke with Chad located at 15655 Manchester Road, Ballwin, Missouri [protected], store phone number [protected] to see if they carried a battery for a 2007 GL450 Mercedes. I was informed by Chad that “Yes” they carried a 5 year battery around $250.00. So I took vehicle in to have battery installed. After the completion, I was given a receipt with no warranty information, part #, or name, type, make or model of battery. When I inquired about this info, I was told I did not need it, because it was all documented in the computer system.

So, I left, and went home and submitted the receipt given to me by Chad to my insurance company. I was informed by my insurance company that the noted info on the receipt that I received from Chad was useless, because no info was given other than showing the item description as a new battery, and charges.

So, on Sunday, August 30, 2015, I placed another call to NTB, and informed them of my concerns stated by the insurance company. Upon my arrival at NTB, Chad stated he was waiting for National Automotive Parts Association (NAPA) to email him the needed information. But before he stated it was a NTB battery, and all needed info was in the computer system.

Once I returned home, and submitted all needed info to my insurance company, and it was noted that the cost of the battery from NAPA was actually $199.00, but NTB charged me $250.01. This is a $51.01 difference in cost. And the battery was actually a 75 month warranty battery, and not a 60 month warranty battery. I paid the $14.99 for the battery installation fee, $20.95 for taxes, and etc. So why am I being over charged for a battery that only cost $199.00 from the NAPA Auto Part Store.

If you have any additional questions please do not hesitate to contact me at the above address, phone number [protected] or by email: [protected]@sbcglobal.net

Sincerely,

Kenny Wilkes

The seller from the company www.ntb.com is unprofessional guy, who can send the customer wrong order and try to accuse him in this problem. I got wrong order and seller told me that it was only my mistake, but it hasn’t been truth. I argued with this guy within several weeks and he finally decided to change the order. He told me that it was sent, but 4 weeks later and I didn’t get the order. Scam.

Both ex-wife had brake pads and rotors replaced. Days afterwards she had no brakes. Bolts holding caliper on fell out. Manager replaced bolt with one purchased from hardware store next to business instead of using proper machine bolt that could have been purchased from automotive parts store..Told her good help was hard to find. Gave her a free oil change for her trouble. 5 months later my son had same thing done on his truck.. The same problem occurred with bolt coming loose...My son chose not to return to Tire America and had work done by private individuals...He just received a full refund today..

So I take my car in to get a cracked coil. That somehow turned into 6 hours and the mechanic was screwing around and kept cranking my car for now reason. Get my car back an now CEL is on. I take it back and that mechanic has already been fired. They're saying it might be something else. This goes on for 9 months. I keep telling them it's something they did and blah blah blah. Take it to GM, work NTB caused the problem. NTB says they'll do insurance claim to fix it. So I keep driving it limitedly. Car is off and I turn it on drive to get gas and turn it off. I see a spark from area they "fixed." Open up hood and a spark shoot out and then a flame and bam, engine is on fire. My whole engine was practically new before this. Always kept maintenance up. Just wow.

Went to NTB 2 weeks ago to have my oil changed and I had them inspect my brakes on my 05 Tahoe and they said I had 50% left on my brake pads. Now they are professionals at this. Let me tell you I have 5 kids under the age of 8 so i leave breaks up to the professionals when it comes to that safety standards for good reasons! So two weeks latter I go in to have my tires rotated and balanced and a front end alignment. I get a phone call at dinner while I get my car serviced . They call me up and tell me that my brake pads are at 4/32 and need to be replaced ASP ! I told the guy are you kidding me! He said no. I told him I was in there two weeks prior to 11/3/14 and you guys told me I had 50%. ! Iv lost all trust in this company that have put my family in danger! Some one was to lazy and didn't care to look and actually tell me if my brakes were good or bad. I'm through with NTB. All they care about is to get you in and out and not give you any Quality and peace of mind.

I came in last Sunday for 2 new tires. They said it would be about 2 1/2 hours
before they could even get to me. I said I can't wait that long. Then she said I
could make an appointment so I did for the next Sunday at 1pm. I arrived 15 minutes early and didn't get to talk to anyone for 30 minutes. What good is making appointments if they can't keep their appointments? I ended up leaving. What a waste of my time. I'll go elsewhere from now on..

I visited ntb (7734 richmond highway, alexandria, va-22306, store no:#613) to get the wheel
Alignment done for my toyota sienna-2004 on 31st aug'2014, as a continuation of the wheel
Alignment I have done on march 23, 2014. I have been told that, two car is in ahead and the job
Can be even started after 1.5 to 2 hours. after receiving the car, I looked into the computer
Generated alignment report with timestamp which is just few minutes after my submission of the
Car. it clicked me a huge doubt, as the same incident happened in the past with wheel alignment
With the same store, and that time I passed the message to the ntb corporate. and this time also
I became sure that, ntb store#613 did not perform the wheel alignment.

So, to wanted to double check if my conclusion is correct, I decided to get it verified by
Another ntb store.
The next day (on 1st sep, 2014) I have visited another ntb store (8194-a terminal road, lorton-22079,
Store no: #617) around 9:30 a. m. to check the wheel alignment. after few minutes when the inspection is done, the inspecting mechanical person called me inside of the service station and walked me through with the faulty wheel alignment problem on the computer screen. he explained that, this has serious issue with front caster, toe and camber. I need to fix that immediately to save my tire and other possible driving issues. now, it creates more doubt that, against my original order march 23rd may be
the wheel alignment not has been performed. I can remember I had to change my two front end tire
Just few days back because of faulty wheel alignment, as advised by costco tire unit.
After discussion with the store no #617, I advised to fixed the wheel alignment issue.
I can remember now, the same store fixed my car last time when I had issue with
Ntb - with store number #613). thanks to the mechanical person, who also advised me to flush
The steering fluid, and I agreed, the job is done.
My question to ntb corporate, how come the same ntb store can continuously deceive customer.
There should be some honesty, sense of professional ethics and trust can we expect from a
Reputable service industry?
Here by I am submitting all the documents to look through.

Thanks

Amrita kumar deb

Had a shimmy in the front wheel of my wife's Hyundai. Took it to NTB of Niles, Il. where they said they would look at it. I said maybe she threw a weight off the tire or because of the snow maybe snow/ice is packed in the wheel. They called me said she needed all new tires that they were bad, new struts, and the front brake all for $ 2700.00. I asked if they checked for snow buildup or missing tire weight and they assured me they did. I told them to forget it and I said they were trying to pad a bill. The guy said no, so I told them I was picking the car up. Picked up the car and took it to a local auto place that someone recommended and sure enough the tires were loaded with ice and snow build up. They got it off and the car is fine. Cost $0.00.