NTB - Damaging Customers' Cars

National Tire & Battery (NTB) • Batteries • Tires • Brakes • Damaging wheels and rims • Damaging studs and lug nuts • Damaging customers' cars • Price disputes • One-hour discount • Poor service • Unnecessary repairs • Warranty disputes • Work left undone/done poorly ---- • NJ Fraud Case Settled • Sears Unloads NTB

Greg of Locust Park AL (10/1/03):
I went to NTB for a new battery. While they were testing my old battery I noticed the Technician hit my fender 3 times with one of the tester cables and clamp. I didn't say anything, not wanting to create a scene but thinking how careless he was with my car. My battery was bad so I went inside to pay and when I came back out my hood was down so I got in and drove home.

When I got out of my car I immediately noticed a dime size chip in my paint, on the hood directly above the battery. My car is in immaculate condition and I had just washed it 48 hours earlier so I know the chip was not there before. It was after store hours so I called the Manager, Mike Williams, the next morning. He went to my work to look at the chip. He kept insisting that they could not have possibly have caused the damage he kept trying to trip me up into saying the damage was already on my car or I couldn't prove it wasn't. He also said that he thought it was a bad place in my paint.

After threatening him with small claims court he told me to get an estimate. I got 2, $367 and $364. I ask one of the body shops if it was a bad place in the paint. They said no and wrote that on his estimate. Mike called me and said that he would only pay half of the damage. I said that was unacceptable. They didn't just halfway damage my car. I then called the NTB district Manager, Todd Williams. He kept asking me why I didn't tell someone about the cables hitting my car, implying it didn't happen. I told him that's not when the damage occured and that I thought what happened was the Technician closed my hood with a wrench in his hand. He said he'd have to back his managers decision.

I told him I'd go higher up in his company and if that didn't help I'd have to take them to small claims court. He said then he'd have to get his corporate lawyers involved. I then spent the next 5 or 6 hours contacting numerous Sears "customer no service" reps. Each person played the same broken record. "We can not overrule a district manager". I began pleasant but after hearing that for the 5 or 6th time I did get irate, this was so frustrating. I tried repeatedly to reach someone higher in the company but I was not able to get any farther.

I finally gave up. I called Todd Williams and left a message on his answering machine. I said that he already knew during our previous conversation the Sears company policy is not to overrule a district manager and that my heart said to file a small claims action against them. My brain said however that I'd never beat a corporate lawyer and that I'd miss a day's work, I lose and get nothing plus I'd have to pay a $50 filing fee. I told him I was forced to take half. He sent me a check for $184.

I feel like NTB stole $183 from me. I never imagined that a company with the reputation of Sears would treat someone like that.

Lawyers are not allowed in Small Claims Court in most states. We think Greg should have gone for it, since he feels strongly about it.

Tricia of Fredericksburg VA (7/12/03):
I dropped off my 1996 Jeep Cherokee Sport to have front brakes installed at NTB. When I picked up my vehicle 9 hours later the front driver's side door had been broken from the hinge that holds it to the vehicle. The entire door was out of line, hung about 4 inches lower, and would not shut without being physically hoisted up and moved into place. What is very disturbing about this is the fact that NO ONE in that establishment brought it to my attention. I was left to retrieve my vehicle and not given an explanation of the obvious damages that I found when I opened the door to my Jeep.

When I spoke to the assistant manager, Michael Brobston, he could not explain what happened, however, tried to say that it "rusted off". A gentleman named Steve stated that the door was fine when it was brought in to be serviced. The assistant manager then spent about 30 minutes consulting with his workers in the employee office. During that time a gentleman named George stated that "we made a mistake - mistakes happen, human error can happen." Which I realize. But I am reiterating the point made above that this "mistake" was not brought to my attention when I walked in to pick up my vehicle.

When the assistant manager finally did come out to speak to me, he gave me the name of an auto body shop (Grand Prix) to take my vehicle to, and that they would weld the door back on and NTB would cover the expenses. I did receive excellent service from a woman named Kim Taylor. She assessed the vehicle and stated that it is a fresh break and because the damage to the door was so great, she would not just weld it back into place. She stated that the door as well as the front panel needed to be removed and evaluated for other damages that were not visible. In addition, she deemed the vehicle unsafe to drive.

She explained that because of the damages that were obviously done at NTB, if I were to get into an accident in this vehicle I would not be able to get out of the driver's side safely. This was a Thursday evening and I would need a vehicle the next day.

Attached to Grand Prix is a Thrifty rental, therefore, I, at her recommendation, rented another SUV, since I am entitled to drive the same type of vehicle I am accustomed to driving. She then called Mr. Brobston, the assistant manager at NTB, to give him the estimate. He refused to authorize the payment. I then called and spoke to him myself. He stated that he did not know that the damages were going to run up to $600.00, and did not know that I would need a rental vehicle, and he could not authorize it. I explained to him that the vehicle is unsafe to drive. He stated once again that he could not authorize payment and that I would have to speak to Pete, the store manager the next day.

I told him that I wanted my vehicle in the same condition it was in when I left it with him at 9:00 that morning, and that he is obligated to return it to me in that condition, and reiterated the fact that the vehicle is a safety hazard at this point. It was then that he said, "I guess I'll have to authorize it, then." The next day I stopped in NTB once again to speak with the store manager. He stated that he could not believe that the damages happened there, (even though they had my vehicle for a total of 9 hours that day and it was fine when I dropped it off with them), and that if he would have been there when I picked it up, he would have referred me to someone to get it fixed and sent me on my way.

He stated that people bring junk there all the time, and try to blame them for what he called over-use of a vehicle. And stated the fact that it is an older vehicle since it's a '96 Jeep. He said that he has seen doors fall off all the time from being opened and closed too many times - which I really find hard to believe since that is what a door is supposed to do. In addition, he asked why I rented a vehicle from Thrifty since the company has a contract with Enterprise and that I am now costing him another $65 a day to rent an SUV. We then discussed payment for all of this, and wanted me to sign a release form once everything was taken care of.

What I am most frustrated and angry about is the negligent manner in which I and my personal property were treated. I was treated as if I had purposfully victimized their business and cost them $600.00. At this point the cost of the repair to the door has not been paid for, nor has the cost of the vehicle rental. Although the manager said that he would cover the expenses, I am very skeptical that he is going to keep his word. In addition, I do not feel that I should sign a release form.

If the repairs are not made, Tricia should sue the store in Small Claims Court. If the repairs are made and she is reimbursed for the rental vehicle, it is only fair and reasonable thta she sign a release form.

Jennifer of Bel Air MD (3/16/03):
I took my truck there to get its front brakes and rotors fixed ... which they did. However when I got into my truck, I discovered that they also tried to "fix" my stereo. Failing to get it out completely, they left it hanging from the console since they couldn't get it back in either. As for the brakes, I have to go somewhere else to check on them since they have been squealing non-stop since I left the place.

The idea that someone tried to steal my stereo is very damaging to my trust factor.

Paul of Austin TX writes (8/4/01):
I purchased 2 batteries for my 98 Dodge 3500 equipped with the Cummins turbo diesel, manual transmission and dual rear wheels. The batteries themselves I have no problem with, however the service person who installed the batteries was doing a great job of hot-rodding my truck both on the way into the garage and more so on the way out.

He "dumped" the clutch twice inside the garage, spinning tires both times, once in reverse and then again in 1st. got out of the garage, turned the corner of the building, revved the engine and dumped the clutch again out on the pavement in 2nd gear, spinning the rear wheels again, drove excessively fast to the front of the building, slid to a stop, then jumped out of the truck pumping his fist like he was climbing out of a race car in victory lane. He saw me at that time a told me what an "awsome truck" I had.

At that point I asked him if he drove everyones vehicle like that and all the suddenly his attitude changed, he started appologizing, saying how he just got carried away, etc. I talked to his manager about how the guy was driving my truck explaining to him that you don't dump the clutch on a diesel with duel rear wheels and a limited slip rear end, the motor has more than enough torque to tear the drive train right out of the truck. Anyway, he seemed uninterested, so I left.

Later when I looked under the hood, first thing I noticed was the poor workmanship; the battery terminal clamps were all banged up from being hammered on and pried on with a screw driver, probably from removing them from the old batteries. You would think they would have the puller to do the job right, since that is their buesness. I'm an equipment technician in the semiconductor industry and know a little bit about tools and working on machines. I can tell you I will never go back to NTW again. Overall, very poor professionalism and workmanship.

Seung of Annandale VA writes (8/1/01):
My parents took their 91 Ford Taurus Wagon to get brakes replaced. They were told that it will be done in two days. Four days go by and they finally call up to tell us that they broke a strut or bar or something and had to take to a nearby gas station to get it fixed because they couldn't do it themselves.

They reported that the job cost them $700. However, on their way back driving our Taurus, the car supposedly had a transmission breakdown. Now, the car was immobile at their parking lot. They refused to address the situation. They blamed the towing company saying that one mechanic saw the towing company drop the car on its way out. However, did not redress the situation with the towing company. The car's fair market value is $500-$1000. The cost to replace the transmission is $1100. The car's transmission was replaced 3 years ago.

NTB basically took our car, broke the suspension, and then broke the transmission and now refuses to pay up or do anything to redress the situation, blaming the car itself was old anyhow and was gonna break down anyhow. We were having no problem with the transmission or the engine.

Seung's family should sue the NTB store in Small Claims Court.

Alan of Alpharetta GA (7/9/01):
I purchased a new Dodge 3500 Duel pickup on July 4,2001. That evening I noticed some sidewall damage in the Michellin tire on the rear of the truck. The Dodge dealer said the tires are under Michelin warranty and gave me the name of some dealers. I went to NTB and two sales/service men looked at the tire and stated it was a factory defect and NOT to DRIVE as the side wall could blow. They did not have a tire so they offered to put the spare on, for $21.80, and order me a tire. The work order was written and I signed it.

The NTB associate that took the order and was going to move my truck to the service bay did not speak English, as I tried to explain the extra width of the truck. I then went inside and called Michelin to get a warranty authorization for the dealer. One of the asistant managers then came to see me with a bag of my truck parts. The idiot tried to go between a semi and a parked car and wrecked my truck. Damage to the cab, bed and fender to the estimate of $3815.00. They called the insurance and gave me a rental to drive but I do not feel this is gong to satisfy me. The truck was 48 hours old and 240 miles on it. I would not recommend this company or its parent Sears to repair a bicycle.

Robert of Baltimore (2/28/01):
Took my car in to buy 4 new tires on 2/27/2001. After getting the total price from the clerk, I asked to see the price breakdown. After review, I told the clerk that I didn't want the road hazard insurance or the front end alignment (since I just had that done 3 months before). I then questioned him on why the valve stems always have to be changed since the stems are in the rim. He got a little irritated with me for asking about everything. After the price was settled he told me it would take about 45 mintes to an hour to change the tires. I left and came back about 30 minutes later.

The clerk told me that 2 wheel studs had been broken off the passenger side front wheel because whoever put the tire on last cross-threaded the nut. I said I was last person to put the wheel on and that being a 50-year-old man with a double hernia, that there was no way I could have cross-threaded the nuts and then tightened them all the way down. He wouldn't budge from his story. He said they could replace them for $50 labor and cost of studs and nuts. I told him to go ahead and change them even though I felt I was being ripped off. They didn't have the studs but said they would order them. By then I had had it and said I'd get the parts myself.

I had to go the the Dodge dealership to get the studs and nuts (driving with on 3 on the rim). NTB then would not make an appointment for me and said I had to come in take my turn. I feel that because I refused some of the services and asked questions about the billing, that NTB broke the studs intentionally. Coincidentally, the cost of replacing the studs was the same as the services that I refused.

Scott of Marietta GA (6/2/01):
I took my 1993 S-10 truck in to NTB on Friday, June 1, 2001, to have four new tires and alignment completed. I arrived at 1:00 p.m. I was told that If I could leave the truck at 1:30, I could have it back by 3:30. I went to my home, which is approximately 3 miles away from this store, and had my wife follow me back to NTB. I dropped off my truck with the understanding that it would be ready by 3:30 that day. I returned to NTB at approximately 4:15, expecting the truck to be completed. It was on the alignment rack, and I was told that the technician was having difficulty aligning the front-end of my truck.

I waited until 5:30, when they finally told me it was completed. I paid the bill in full and went to my truck to find the spare tire in the bed of the truck, not under the bed in the carriage. I asked the man I was dealing with if he or someone would please put the spare tire back under the bed in the appropriate place. He said he would, but he came to me and asked what tool was needed to get the carriage down. I told him that he needed to use a tire iron. He told me that he did not know what that was and that his shop there did not have one. Frustrated, I told him to just leave the tire in the bed and I would take care of it when I got home.

I left NTB and travelled home (which only took 5 minutes). When I parked my truck in my garage, I smelled engine oil burning. I opened the hood and looked to see oil pouring out of the oil pressure switch, which is located right next to the oil filter, which is in close proximity to the alignment shims that were installed by NTB. I noticed that the oil pressure switch had been broken off, and this is where the oil was coming out from. I checked my oil to see how much had drained out, and fortunately I had enough to turn around and go directly back to NTB.

I confronted the man whom I had been dealing with and showed him exactly what had happened. The technician even confessed and said that he had broken it while changing the alignment shims. They agreed to replace the switch/sensor and to replace the oil that was lost. I was able to retrieve my truck on Saturday morning, June 2, around 9:00 a.m.

My complaint is this...If I had lived any further away from NTB than 3 miles, my engine would have seized because of the oil pouring out. This technician knew that he had broken the sensor, but neglected to tell me. I also have a problem with this particular store because they don't have appropriate tools available to complete jobs that are assigned. I consider myself fortunate this time, but I will never be taking any vehicles back to NTB!

Evan of Arlington VA (4/4/01):
I have a 1996 Subaru Impreza and I purchased four new tires in 1999. In the last six months I have noticed that the ALL-WHEEL DRIVE is behaving very strange in first gear on tight corners. The car jerks and feels as if it's going to stall. The tires sound like they are on loose gravel.

I was on a trip to Michigan and stopped at a Subaru dealership outside Pittsburg and explained the problem. The service technician took a look at the tires and pointed out to me that NTB had installed TWO different size tires on my Subaru (P195 60's on the front and P195 65's on the back) and that my all-wheel drive clutch assembly was damaged. This was a direct result of the wrong size tires causing the all-wheel drive mechanism to wear down and eventually fail.

I contacted NTB and demanded 4 new tires. NTB gave me four new tires. I told NTB that I have to take the car to a Subaru dealership for an estimate on the repairs. The rough estimate is around $1500. I am going to find out if NTB will cover the damages.P.S. NTB also improperly attatched the wheel covers to the rims and I lost three of them on the trip to Michigan.

Travis of Medina OH (4/2/01):
I have a 1993 300zx that needed a new battery. The car is in pristine condition and is garaged during the winter. I took my car to NTB on a Saturday for a simple battery change. Upon completion of the work, the NTB tech drove my car's bumper over a curb, scratching and damaging the underside of the bumper. Additionally, my stereo amplifier magically stopped working after the work had been done. Upon questioning the manager about the bumper damage they said they would fix it. As far as the stereo equipment, they don't gaurantee not damaging aftermarket items. Additionally I spoke to the stores general manager, and he assured me it wouldn't be a problem.

The color of the car is pearl, and needless to say it's extremely difficult to match. However, I took it to a reputable shop for repairs and they said they could do the work without any problem. Mr. Blum who assured me this wouldn't be a problem, now refuses to pay for the damages, and claims the estimate is too much.

If NTB does not voluntarily pay up, Travis and Evan's next stop should be Small Claims Court.

Ron of Decatur GA (1/12/01):
I went in around 11:30 am to purchase a set of tires and an alignment (front end) and was told my 1985 Chevrolet Blazer would be ready around 3:00 pm. Patiently I waited and around 3:30 pm I enquired about how much longer it was going to be, that I have to go to work. The assistant mangager came out and said that two studs had been broken off because of them being mis-threaded (bull****) and told me it was going to be an extra $110.00.

She said "since there was no way of getting in touch with you, we had to wait." I hadn't left the place! I had been sitting in the waiting room this entire time! I was not pleased and raised enough Hell so that they said they would only charge me $25.00 and I would have it back in "just a little while".

Around 4:30 pm (already late for work) I enquired again and then was informed that they couldn't do an alignment because I needed parts in excess of $408.00. I went through the ceiling. I told them to forget it and let me have my car so I could go to work. Then they informed me that they still haven't gotten the parts (studs) needed to finish the job. They were supposed to have left and gotten them shortly after 3:00pm. I waited and finally after spending a good part of my day, and missing already 2/12 hours work I got my car back spending $208.33 cash. I ended up only getting two tires because the price quoted wasn't the cost of the tires they put on.

I missed work @$9.50 an hour (should of been an 8 hour shift), I spent more than I should have, I didn't get the "front end alignment" needed, and was really stressed out to the point of almost having an accident on the way home.

Ryan of Dublin, OH:
I went to NTB's Inishmore Lane store in Columbus for the first time about 6 weeks ago. I went there to get a set of tires changed on my 99 Lexus GS 400. All I wanted them to do was to break down a set of tires and wheels, and put the factory set back on the car.

When I went to pick up my vehicle, I saw the front end was smashed into the curb. The front end ended up having about $600 worth of damage to it, not to mention they didn't tell me about it. When I brought it to their attention, they said they would fix it, and they then told me that one of my tires had to be replaced because they poked a hole in it. So NTB paid to have the car fixed, and also gave me a new tire.

It was not a big deal and I thought, mistakes happen, so I decided I would try to give them some more business to make up for their loss. I went back today (May 26th) to get my new rims mounted and balanced. They said it would take about an hour, so I came back two hours later. When I arrived, I saw my car still had the factory wheels on it. when I went in to ask about it they told me once again that they had poked a hole in my tire. Now they say it will be two weeks before I can get another tire. After I just spent $200 getting my wheels express shipped so I would not have to wait.