NTB (National Tire & Battery) - Installed wrong part and theft of personal property

Posted on Thursday, January 23rd, 2014 at 3:51pm CST by 58f9c34e

Company: NTB (National Tire & Battery)

Location: ELLISVILLE, MO, 63011, US

Category: Cars, Motorcycles, Boats, Vehicles

I took my car to NTB at: 15655 Manchester Rd, Ellisville, MO 63011 on 1/4/2014 for 4 new tires. I dropped the car off at about Noon and left it with them. A few hours later, they call me to say that a wheel stud on the LR wheel was spinning in the hub and it would have to be replaced. I had no choice but to agree to this as I needed the car/tires done that day.

Long story short, they installed the wrong sized lug on the wheel. If I was to have a flat on that wheel, I would not be able to change it since my tire tool will not fit the lug nut they put on that wheel. A couple days later, I noticed that my G-Tech Pro Performance Meter was missing from the glove box. I bought that meter over a decade ago specifically for this car and it has ALWAYS been stored in the glovebox. Just to be sure, I searched all over my garage, but it had been stolen from my car while at NTB. However, the thief did not steal the instruction manual, so I still have that...

I called on a Saturday and asked for the store manager. He wasn't there. I asked the guy when he would be back and he said "I dunno.". I called back a little later and spoke to someone else who said the manager would be in on Monday. I called other NTB's in the area trying to get the name and number of their District Manager (DM). I was told that DM's don't give out their number to the public (it's great to know that they don't want to be bothered with issues like theft and sub-par service work). I asked one of the guys I spoke with to have the DM call me back within an hour and that the matter was urgent. To his credit, he called me back in about 15 - 20 minutes. His name is: Dave Johnson (618) 477-0288.

I explained the wheel issue to him and got: "yeah, yeah, we'll take care of it." but received no apology nor time table as to when they 'would take care of it'. When I mentioned the G-Tech being stolen from my car, he said he wouldn't do anything until a police report was filed. I said that he might want to look into this and he told me that "no investigation will be done without a police report".

So, I called Ellisville PD and asked that an officer meet at the location, where he took the report and issued a report number. Over the next few days, the Officer and I spoke and he said that the DM said he would interview his employees. If nothing turned up, I would have the option to escalate it. Texts to the DM took hours for a response or I received no response at all.

I requested (more than once) that NTB send me a replacement lug to replace the incorrect one they installed. I have no intention of letting them touch any of my vehicles ever again and told them I would install the lug myself and bill them for my labor costs. I received a replacement on 1/17/2014 and (surprise!) it also was the wrong one. I texted the DM my dis-satisfaction with this and with the way that NTB was handling this in general.

He called me on the evening of 1/17/204 and told me that after interviewing his employees, he doesn't believe that any of them stole the G-Tech from my car. Wow, that was a surprise (heavy sarcasm). I certainly would have expected the thief to confess his crime to the DM, probably immediately lose his job, and maybe face criminal charges. Instead, 'Dave' questioned whether I had any proof of ownership of the G-tech and asked for a sales receipt (like I'm going to hang onto that for 10-15 years). Things went downhill quickly from there with 'Dave' continually saying that his guys weren't thieves. IMO, even if he doesn't find out who specifically took it, the car and it's contents were their responsibility while in their care and NTB is responsible for what happens to it.

I have now initiated a dispute/chargeback with my credit card company for both transactions (the tires and the wheel stud were billed separately even though Dave said that that couldn't have been done without me calling into a 'call center' to give them my credit card info (which I didn't). I guess ol' Dave doesn't really know what's going on in his stores as much as he thinks he does.

Anyway, if you haven't guessed by now, I will never do business with NTB ever again and I recommend that anyone reading this also avoid them.


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