National Tire & Battery [NTB] review: Terrible service

Abysmal customer service. Had an appointment a few weeks ago at the Lutherville store to find and fix an issue with my steering. They had it for 5 days, and said they replaced the struts yet my bill doesn't mention any strut work but new brakes were installed. The brakes were fine and did not need to be replaced. As soon as I left the place after spending over a thousand dollars my car sounded like it was about to fall apart every time I hit a bump on York Road, which is very often.

I went back to the Lutherville store for warranty work the next day and was told by the manager (the only employee there) that not a single employee scheduled showed up and that he was called in on his day off.

He turned away at least 2 customers while I was waiting, and he said that he'd call the Towson store and have them to the work under warranty.

I drove my car to the Towson store hoping my car wouldn't fall apart on the way and when I arrived, the manager (also the only employee there) had no idea I was coming and never received a call from the Lutherville manager and gave me the same story. No employees showed up and since the repair was done by the Lutherville NTB it's not his problem (actual quote).

Then I went to the Cockeysville store which actually had a few employees working and the manager there (a nice guy who was also competent) said he'd try to get my car looked at but couldn't guarantee that I'd get it back that day (it was the Friday before the Labor Day weekend).

I totally understood and let them have the weekend to work on it. When I got back from my vacation (after having to rent a car) I picked it up and it works fine.

After talking to some employees, it has become apparent that since NTB was taken over by Mavis things are rapidly declining. Mavis has cut employee wages by $7/hour and most of the certified/competent employees have quit. They no longer do background checks nor drug test their new employees.

They said that the new hires show up stoned/drunk and are not well-trained. Even the managers have had their wages cut by Mavis.

NTB stores are a toxic environment and I warn anyone considering going to any NTB location in the area to look elsewhere.

I went back due to terrible grinding noises and when I picked up my car it was no longer making the noise. Upon further investigation, it was because the "technician" wrapped shop rags secured with zip ties to stop the noise.

The manager was supposed to refund my card and as 11/2 has not done so.

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