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NTB - 2122 Blue Spruce Drive E, Bel Air, MD Complaint - NTB "Tire Rotation and Oil Change"
NTB - 2122 Blue Spruce Drive E, Bel Air, MD Complaint

NTB - 2122 Blue Spruce Drive E, Bel Air, MD Complaint

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NTB "Tire Rotation and Oil Change"


I am a teenager and a first time customer of NTB, though my Dad has been one since it was known as NTW. The car my father has been letting me use was in need of a tire rotation, serpentine belt change, and an oil change, and he felt it would be a good experience for me to go to NTB and get that done (so that I would know what to expect in the future). We scheduled a 10 am appointment for a tire rotation, oil change, and serpentine belt change. I arrived on time, there were next to no other customers there, and I was told it would be about 90 minutes, which seemed a bit high but I didn't mind waiting for that amount of time. Then they asked for my father's phone number, which to me should have seemed odd, but I gave it to them anyway. I went into the waiting area, and that was the last I heard from them for 120 minutes. I routinely looked out of the window of the waiting area to see if my car was being worked on, and for at least 2 hours all they had done was take the wheels off and open the hood of the car. They did not even raise the car up. After the first 120 minutes, I called dad to see if he had heard anything from them. He was at the gym not to far away, and said he had gotten a voicemail from them that he was just about to check. He said the voicemail said that they wanted to change the power steering fluid and they said it would not extend the time it would take to do anything else (keep in mind they were already 30 minutes over the time they told me it would take). He called them and said they could change the power steering fluid. An hour later, they still hadn't said anything to me, and I personally asked them what was going on, as I had noticed people coming and going while I was left waiting. The person I talked to said they would go check to see how long it would be, and left. I didn't see him again. I called my father again, and he said that they had called him to ask if they could do a lot more work on the car. My father was now furious, and told them to complete what he the appointment had been scheduled for. During this whole time, the tires were still not put back on the car. According to my father, NTB said they were finished and that they would call him back in a few minutes when they were ready to give the car back to me. I could see that nothing had been done, and they never did call him back. He arrived personally to see what was going on, after about 3.5 hours since the beginning of the appointment, and they said it would be another half hour at least. He let them know that he was not stupid, that what I was scheduled for shouldn't have taken more than an hour, and he was not quiet about it. We left and got lunch and by the time we got back it was ALMOST done. After everything, it took OVER 4 HOURS FOR A TIRE ROTATION AND AN OIL CHANGE. My father thought this would be a good experience for me, but all I have learned is to not trust car repair places. Even if I had explicitly told them what I wanted, they probably would have done an "inspection", and I have lost a good part of the day because of it.


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