I went to NTB in Columbia Maryland to have a tire with a slow leak repaired. When I arrived a man was out front and started asking me what I needed. I told him that my left rear tire has a slow leak. I told him that I thought it was the valve stem since you could hear the air. I even showed him and told him to feel the air coming out of the valve stem. He said okay and it would be a while. I had my co-worker picked me up and I went back to the office. I received a phone call later stating that they couldn't find a leak but they had gone ahead and glued some beading around the rim. I picked up my car and realized that I needed gas. While pumping the gas, I noticed that the tire was still almost flat. I turned around and went back to the store. It turns out that the person who took my request wrote down the left front tire. They charged me $28 to fix a tire that didn't need repair. I demanded my money back and for them to fix the correct tire. The manager did not apologize at this point. He simply told another employee to get my car and take it into the shop to fix the correct tire. About 15 minutes later, the manager comes out and says that they cannot fix the tire because it is dry rotted. It is now 4-5 hours since I brought my car in and they are telling me they can't fix it. I asked if they could at least put the spare on for me. The manager agreed. I had to go into their shop and climb in the back of my car and get the rods that they needed to get my spare to release for the worker because he couldn't take two seconds to lower the jack on the car to reach in and get the thing himself. A few more minutes later the manager comes in and says we can't get the spare off. I know it takes brains to be mechanically inclined but goodness aren't these people trained. They told me that there was nothing else that they could do. I demanded my money back again and had them put the bad tire back on the car. The manager agreed to give me my money back only after I demanded it. This is supposed to be a business that offers a service yet they don't listen to the customers needs. I am in the service industry and work for a very large hotel chain in the area. We would be out of business if we handled our customers this way.
The word of mouth goes a long way and I intend to use it.
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