National Tire & Battery [NTB]

On Wednesday 3/27/2019, I came home to a flat tire; my rare passenger side tire. My husband took the car to NTB on 3/28 and they replaced the tire. On Friday 3/29 when I got on the interstate, my car began to shake when I went over 55 mph. I continued to drive for a few weeks in rural areas with speeds under 55 mph. The next time I got on the interstate, it happened again. I contacted NTB and they asked that I bring it in. On Saturday 4/20/2019, they called after taking my car out and shared that I needed a new rack and pinion as well as a new control arm and ball joint. They quoted to me a price in the range of $1300. After speaking to my husband I agreed to the service. The sales associate JT shared that they would have to order the parts, they should be in by Monday and they would begin repairs on Tuesday. After speaking to the sales associate, things did not sit right with me, so I went fishing through old receipts. I discovered that they replaced my rack and pinion 2/28/2016 with a refurbished one for $618.81 before labor. They also replaced the front right engine mount at this time as well (total cost $172.2). I also came across paper work that showed they replaced the front right engine mount again 10/15/2017 (total cost $915.86). So, I began to wonder why I needed steering work again in less than 5 years. When I questioned, they shared that they were not the associates then and therefore can not speak on what happened but if I wanted the work done that they suggested, they gave me a final quote of $1390.66. At I asked that they hold off and I contacted the customer service department on Monday 4/22/2019. I spoke with a rep by the name of Lauren who shared that she would be out of the office tomorrow, but would open an investigation and would follow up with me by Thursday. In the meantime, she left it to my discretion if I wanted NTB to do the suggested work. I went to NTB on Monday to get a print out of the itemized services to compare to the former work before making a final decision and learned that JT was gone for the day, my car was on the lift and they had already removed my tires. I shared with the associate that I would return tomorrow to pick up my car. On Tuesday 4/23/2019, I spoke to JT around 11 am and picke up my car around noon. When I attempted to pull off the lot, steering was difficult ( a new problem). I contacted my husband and had him drive it as well to confirm that I wasnt't crazy. As I waited for my husband I called the 1-800 customer service number again, and spoke with Lauren ( the individual who was supposed to be out). When I made her aware that I knew she was the same individual I spoke with the day before, she ignored the fact that I questioned what she told me about being out of the office and was not as pleasant. I inquired about the investigation process and shared that I wanted honesty and to feel safe to drive off of the lot. She shared that she would not suggest contacting the regional manager (her suggestion, not mine) because it would take days, but that she would call the individuals at the store. After hanging up with her, I called the Florida customer service number and spoke to RaShae. After sharing my story she spoke with Lauren and spoke to the store manger. She shared that his name was Johnathan and that he would be prepared to speak with me. Upon entry into the store, the reps were in the office. Johnathan came out and addressed me. He offered to not charge me for the Pwer Steering Fluid Exchange (an expense I wasn't charged for in 2016); not charge me for a wheel lock set ( I gave them mine and they are unsure what happened to it-it may have broken) and cove half of the labor fees. The rack and pinion is said to be new and now ironically only cost $471.91. So now my new final cost is $1139.44. They said it to me as if they are doing me a favor.
This will be the last time NTB will get my business.