Last week I took my car there to get all four tires replaced after the nearby Costco (my go-to place for tires) did not have Nissan Murano tires in stock. This NTB did, which is the one and only positive thing I can say about them. I came in and spoke to a salesperson, who told me that they could replace the tires while I waited and it would take about one and a half to two hours.
The hours - yes, HOURS - began to tick by. After three hours with no update from any of the technicians and no indication that my car was even in their garage yet, I went looking for someone to update me on the status of my car, and NO ONE was available. There were no employees to be seen, and a sign on the door to the garage that customers were not allowed out there. After FOUR HOURS, a technician called me and said that they had changed my tires but still needed to do the alignment, which would take "half an hour." I let him know how long I had been waiting and that no one had updated me on the status of my car, and I got a blank stare. No apologies, no sense of good customer service. With no other recourse, I returned to the waiting room, and an HOUR AND A HALF later I went looking for a service technician again, as my car was still up on the lift where I had last seen it. Luckily I managed to snag someone who claimed the car was done and that they were "really shorthanded" that day. Again, no apologies, no acknowledgement of the absolutely unacceptable wait time and lack of customer service. Not only had I wasted my day there, I had missed taking my dogs to an essential vet appointment and wasn't able to pick up my husband from the Metro as our ONLY CAR was being held prisoner at the NTB. I had also had to sit in the waiting room with NO FOOD anywhere, feeling very uncomfortable (I'm five months pregnant), and with no ability to go looking for nearby restaurants because there was no technician available to tell me how much time was left.
After they told me my car was "ready, " it STILL took them 20 minutes just to get my car off the lift and brought around to the front. When presented with my bill I let them know firmly but politely that I needed some kind of compensatory discount because I had waited for FIVE AND A HALF HOURS with absolutely NO updates or apologies. The technician taking my payment was polite, and did apologize AFTER I mentioned the wait, but only gave me a $50 discount off a bill that was over $1000 and asked me "is that fair?" No, of course it isn't. Less than a 5% discount is not OK, not sufficient, and not fair. Since at that point I was about to get hysterical, which I just don't want to do in public, I just stared at him, paid, and left.
The tires appear to be appropriately attached to the car, but that horrific experience was so incredibly traumatizing and stressful due to the appointments and errands I missed doing. I will never return to ANY NTB in ANY state after this. My husband and I are purchasing another car soon, and at some point we will need to be buying new tires, and I can guarantee NTB will never have our business again.
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