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NTB Support Ticket - Incompetent

NTB Support Ticket


Created By: rayden's Picture rayden Last Reply: rayden's Picture rayden
Priority Level: [High] Status: [Open]
Created: 9 years ago Last Updated: 9 years ago
Department: N/A Replies: 0

NTB is an automotive service chain, specializing (per their logo) in tires, service, brakes, and batteries. I have purchased an alignment program from NTB which was supposed to cover on-demand wheel alignment service for my vehicle, Jaguar XJ8. I had prepaid for a 5-year program, costing $180.
On 05/12/2009 I took my car to the NTB branch at 871 E Dundee, Palatine, IL. I was told the service was completed, the car was returned to me, and a report provided. Being in a hurry, I did not have a chance to review the report on the spot, but rather read it later that day. On review I found that approximately one third of the adjustments specified were not performed.

I went back approximately a week later and asked for an explanation. In total, I spent 30 minutes at the branch that day and spoke with at least 4 different people, who all attempted to give me different explanations. Some of these were "we don't do this, even though it is necessary"; "it is impossible"; "we have adjusted other parameters to compensate for the ones we didn't perform". I finally spoke with Dean who was presented as the manager. Dean demonstrated that he had no practical understanding of the alignment procedure, being unable to even explain the marketing poster/diagram haging in the store. Dean was, however, adamant that I had an unreasonable request and that the missing adjustments were simply not possible to do on a Jaguar. My conversation with Dean concluded with an understanding that I would seek information from Jaguar itself, and if I was proven correct, a refund would be issued.

I contacted Jaguar and was told that all the adjustments specified were possible and necessary. I had taken the car to a different service facility, and had another alignment performed at a cost of over $100.
I contacted Dean with these findings and he suggested I come to the store so he could issue the refund. I paid another visit to the store on 05/7. I provided Dean with the copy of the most recent complete alignment performed, the receipt for my original payment, credit card information for the refund to be issued to, and a signature - everything Dean had asked for. We agreed that the refund should be prorated based on the timing of the original purchase and I would receive 50% of the original cost. Dean had advised me that it may take 2-3 days to get the refund processed.
On 06/12, having not seen the refund go through, I contacted Dean by phone. Dean informed me that he has not forgotten, but was having trouble "dealing with corporate". He said I should see the refund no later than Monday 06/15, and that he would issue the refund out of his own pocket if necessary. I advised Dean that I suspected him of being less than forthcoming, and that I was tired of chasing empty promises. I also advised him that if the refund wasn't posted by 06/15 I would seek redress through other channels.
On Monday 06/15 I was contacted by phone by a gentleman who identified himself as Rob, Dean's boss. Asked for his last name, he said something that sounded like Ariadna, but refused to provide a spelling. Rob was completely unfamiliar with the situation, or the conversations I'd had with Dean. Rob then proceeded to look for a reason to make me physically make another trip to his branch. First he insisted that I bring the car in so they could make another attempt at aligning it. I informed him that the service was already completed by a 3rd party, and in any case I no longer trust NTB staff sufficiently to turn my car over to them. Next he demanded receipts, to which I informed him that Dean already had those. Next he demanded I come in to provide a signature, to which I responded that Dean already had my signature, that I did not intend wasting any additional time driving back and forth, and if he needed any additional signatures from me, I would oblige by fax. At this point Rob declared that nothing would happen until I came to the store and hung up.

I am seeking a full refund of the prepaid alignment services ($180) and reimbursement for the time I was forced to waste - 2 hours total at $150/hour.


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