Official website: NTB Online Customer Service Link in USA

I have been a long time customer but had a very bad experience on a recent visit for new tires for my car. Never coming back to them again. Lewisville, TX

Yesterday I wanted some new tires put on my car at the Fredericksburg, VA location. I researched what tires I wanted and then made an appointment online. I followed up with a phone call just to be sure and although I made the online appointment, the gentleman at the counter said they already had a 3pm appointment. I said I could make it in at 2530, and he said that would be better. So I arrived at 230, the counter guy said it would take an hour and a half. Too long if it was my store, but about 245 they 'began' installing the 4 replacement tires. We left to walk around the area, but my infant son began to be fussy, so we went back to the waiting room. We arrived a little before 4pm.

My car was on the lift with wheels off and stacked in front of the tire machine. no one touched the car for about 20 minutes and then a guy continued the work. So even though I arrived early, per request the installation took nearly 30 min longer. Then after paying and entering my car, I was faced with a very strong fruity odor and found some scented oil splashed over my dash. I told the counter guy and all he said was 'Really?' over and over. So my car still smells and I was inconvenienced. Making sure to tell my friends and let them decide if they want to be your customers.

I would like a close out on my 2016 Toyota. No body is giving me info.

I took my granddaughters 2016 Toyota 4 Runner 3/20/2020 wanting brakes front and back and noise from the rear brakes taken care of. This is the NTB shop on US 72 West in Madison, AL Since then been there 3 times. Each trip was in excess of 2 hours. At one trip on 4/11/20 I was told to leave the vehicle as the " part is on order and will not be installed until Monday 4/13/20" and that I need to call Monday. I called 4/13/20 around 2:30pm and was told to take the vehicle to their shop on Madison Blvd approx. 5 miles away as the mechanic at that shop knows how to work on this brake. All this time it has been terribly frustrating. When I took the vehicle for an independent check to a Toyota Certified Mechanic they took pictures and found missing parts, parts attached with a shoe string and loose parts. Today 4/15/20 the store refunded half of the cost but with horrible aggravation. I have never experienced this poor service integrity anywhere. I have the pics. I requested a full refund. The Regional Manager will just not listen and kind of stated they have done enough as the issue was with the rear brakes. I texted the Regional Manager the pics and offered to return if he will give a store credit. My comments is to stay clear of this type of operation. I have been an NTB loyal customer for more than 13 years and this behavior is uncalled. I even did a lot of business when they were Western Auto and prior to that Sears Auto.

This attitude reflects poorly and besides it is an unsafe practice. Just a note of caution to all who read this. Be aware, be careful and stay safe. If interested I have the names and the pics. Its nothing personal its just bad, unethical & unsafe practice. I am so frustrated at this point I don't even want the other half of the original cost refunded. Want to make sure no other unsuspecting customer gets ripped off and get their vehicle unknowingly back in an unsafe condition.

Been dealing with NTB and its prior company Merchants since 1986. Over 5 cars I have bought no fewer than a dozens sets of tires with service policies, all oil changes for over 30 years and used exclusively NTB tires (Sumitomo). Needed an oil change, tire rotation and checkover for my VW; made an appointment and asked that a state inspection be completed while I was there. I arrived for my 8 am appointment, and said Id wait. Then "Steve" told me that there were other cars "dropped off" overnight that were ahead of me for the inspection, and it would be several hours. When I asked about customer loyalty and history, he became irrate and said I could "talk to the governor", no appointments for inspections. I told him I made a service appointment but needed an inspection during that time frame. No customers were in the waiting area. I left and wont be back.