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someone please help. suggestions what to do next?

someone please help. suggestions what to do next?

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by: Kduens Active Indicator LED Icon  OP  New Member
~ 7 years ago   Jul 24, '16 12:03am  
Do NOT take your car to the NTB location off of Atascocita Road. I took my car in for an oil change, and came back to find part of my left bumper hanging off of my car. They told me the “damages were already there” the mechanic then “fixes” the damages and proceeds to tell me “I’m not a body guy so it is not perfect” YET it was when I drove in. And when I return home, Josh looks underneath the vehicle to find the ENTIRE undercarriage is dismantled, cracked, and held back together with zip ties. Indicating that they dropped my car off the lift, and smash it. There is exterior damage all around the front of the vehicle, cracked front grill, not to mention what mechanics now could be messed up. THIS LOCATION HAS RUINED MY VEHICLE. And there is not an email to even contact anyone- I called the “support hotline and they said there is not an email for this company”
 
(the photos do no justice. it is hard to take photos of the underneath of your car)
 
THIS WAS MY EMAIL GOING TO CORPRATE- WHICH I CANNOT SEND:
 
To whom it may concern,
 
Today I visited the NTB at 7208 FM 1960 Rd E, Humble, TX 77346 and to say I am displeased is an understatement. Upon dropping off my car, a man came out to my vehicle and inspected the car for any damages and informed me he made no notes upon his inspection. I gave him my keys and my coupon (tire rotation and oil change for $19.99) I gave him my phone number, and I left. Several hours later he called me again informing me that my vehicle was ready to be picked up. My mother dropped me off at the front of the building and left, I go inside to pay and everything proceeds as normal. I get my keys and walk back to my car, at the entire front left side of my vehicles bumper is now hanging off of my car. I go back inside and inform a gentleman of the issue- he comes outside and tells me he is busy and will assist me in a moment. 15 minutes of standing outside my car in the Houston heat- I proceed back inside to find the man at the front talking to another employee; he tells me he will be right out, so I go back outside. Several minutes later the assistant manager comes out and shows a mechanic the issue- and they take my keys and bring it back into the shop. My mother then pulls back up and as she is walking in proceeds to ask the mechanic next to my car “why there was no damage upon us dropping the vehicle off and now there is?” he then tells her the damage was certainly there before we arrived. My mother then informs him “it was most certainly not in this condition upon entering and that she expects the problem to be corrected” as she walks back in, to meet with me inside the building we proceed to talk about customer service, and the gentleman who originally checked me in and did the car inspection gets our attention and apologizes for the inconvenience and then tells both my mom and I “he told the man in the shop that upon arrival that my car had no damage in that spot, and it would have been definitely noted in his paperwork had it came in, in this condition” we proceed to tell him we know that side was perfectly fine upon arrival and he proceeded to inform us that he is unaware of which mechanic in his shop worked on my vehicle. After another 45 minutes of waiting (at this point it is past 4 pm and we dropped the vehicle off at 10:30 am just for a tire rotation and an oil change) the assistant manager brings us the keys- he walks us outside to show us that he has “fixed the damage the best he can” he then proceeds to inform us that he is “not a body shop guy so it won’t be perfect” although the car was perfect upon arrival. After several minutes of heated explanation and deliberation we proceed to ask for the manager’s name- and we leave. When I get home- my fiancé asks me why my front license plate is completely dented in and I explain what has taken place. He had two friends over who happened to have been mechanics for several years, working at Firestone at one of the local Texas locations. He said the damages on the side bumper and the license plate to be that dented- the car must have slammed down off the lift upon the removal process. My fiancé gets curious of this statement and proceeds to look under the car- which is in a complete dismantled mess. The entire undercarriage of the vehicle is cracked and hanging off of the vehicle- which is half dangling half attached to the vehicle with brand new zipties that were not previously there. At this moment I contact my mother- and she contacts NTB they proceed to tell her that the zipties were already there. The only person who works on my car- is a family friend and he confirmed there has never been any zip ties underneath the vehicle. Also, the zip ties upon touch were not dirty- and still had a new black sheen (indicating that they were brand new) The holes where screws used to be- holding up the underskirt are now empty- and the sides of the underskirt are held up by zipties while the middle of the underskirt is cracked in half completely and just left hanging. The entire underneath of the vehicle is scratched- upon further inspection we see that the rims on the vehicle are also scratched, the base of the vehicle around the two front fires are scratched and dented. The license plate is completely dented in- and there is a crack across the grill of the vehicle. Also underneath the vehicle there is something dangling near the muffler, which appears to be the emergency brake cable- or any other type of cable. There are so many exterior damages to the front of the car- clearly indicating that this vehicle was dropped from the lift and was not addressed. No one informed us that damages occurred, damages were even left visible upon me leaving. The side of the vehicle that had broken off that the assistant manager “repaired” is half on- leaving many gaps around the sides of the vehicle. My car, although not new- is now damaged. This location is not taking any responsibility for their actions, and also denying they played any part in the damages. How did my car go into a shop perfectly fine (just for an oil change) and come out with a side bumper half torn off, exterior damages to the sides of the car, and an entire undercarriage of the car cracked and dismantled and half put back together with zip ties, and I was not informed? Not only is all of this information being denied- I am getting no apology, lack of compensation, even after all of my troubles with just the first damage I noticed- I was given a halfhearted apology and a “well I’m not a body man but I fixed it as best as I could” even though that side was in perfect condition upon arrival. My car is now not only damaged on the exterior- but there is no telling how this may have affected the interior mechanics of the vehicle- I now am scared to drive the vehicle. I have exposed dangling cables- and all sorts of physical problems. The radiator, transmission, brakes, everything could have been effected by this drop and no one Is owning up to their part. I now have a car that is physically beaten down and may have internal problems, as well.
 
I have taken several photographs from today. The first two photos I actually took at NTB as soon as I paid and came out to see my front bumper hanging off. The remainder of the photos taken were once I arrived home- and took a look underneath the vehicle. I took around 50 photos and I will attach as many photos as the email will allow.
 
I have completed college- and have obtained a full time career and am driving to and from Houston daily and I need a vehicle to do so. I am going to attempt (if the car is driveable) to go back to the NTB location to address the further issues found.
 
This is not a general customer service- or lack thereof complaint, this is my vehicle is now destroyed because of this location.
 
PLEASE SHARE
 
FoxNews Desk FoxNews.com Digital Originals FOXNews Channel 4 WBRZ Channel 2 Channel 11 KHOU TV Channel 13 Channel 11 Channel 13 KTRK 4951
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TXtransplant Active Indicator LED Icon 13
~ 7 years ago   Jul 24, '16 12:12am  
What a terrible experience.
 
To echo a previous post this is why I get light service such as oil changes, inspections and simple diagnostics at service centers that both have ASE certified mechanics as well as adequate insurance.
 
I would bet on your receipt there is a limited liability clause that you agreed to when you signed for payment.
 
Should they make it right? -Absolutely. Do they have to? - That may be another story.
 
I went through this from a different franchise when I blew up a truck axle because they sent me out without oil. The contract liability max was only $200....I spent 1200. to fix and paid the difference because I needed my vehicle asap and couldn't park it for a court process nor afford the fees to set up a lawsuit.
 
Seriously....I wish you good sentiments in getting things fixed and hope that you can.
 
Unfortunately this sounds like it's going to be a he said/she said case.....(i.e. prove it that NTB did the damage). 4951
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txyankee66 Active Indicator LED Icon  New Member
~ 7 years ago   Jul 24, '16 12:34am  
consumerrelations@tbccorp.com is the email addy for customer complaints at ntb. Their phone number is 877-227-5682. Good luck with it. Hopefully the mechanics check in inspection is in writing. I would look to see if there are cameras in the work bays and the outside of the store. There probably are. If they don't take care of it, I would speak to every reporter I could to get news coverage of this. I'm sure they would rather take care of you then get a bunch of bad publicity...
 
Good luck with this. 4951
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donnatella Active Indicator LED Icon 13 Forum Moderator
~ 7 years ago   Jul 24, '16 12:41am  
PLEASE SHARE
 
FoxNews Desk FoxNews.com
Digital Originals
FOXNews Channel 4 WBRZ Channel 2
Channel 11 KHOU TV Channel 13 Channel 11
Channel 13 KTRK
 
@Kduens: So, is this your "cc" list on your letter or are you asking us to alert the press for you?
 
4951
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TXtransplant Active Indicator LED Icon 13
~ 7 years ago   Jul 24, '16 12:41am  
consumerrelations@tbccorp.com is the email addy for customer complaints at ntb. Their phone number is 877-227-5682. Good luck with it. Hopefully the mechanics check in inspection is in writing. I would look to see if there are cameras in the work bays and the outside of the store. There probably are. If they don't take care of it, I would speak to every reporter I could to get news coverage of this. I'm sure they would rather take care of you then get a bunch of bad publicity...
 
Good luck with this.
 
@txyankee66:
 
Betcha any camera footage strangely will be not available.
 
At the least they can raise some hell and shame them publically into admittance 4951
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TXtransplant Active Indicator LED Icon 13
~ 7 years ago   Jul 24, '16 12:44am  
Houston Chronicle investigative contacts at base of article:
 
m.chron.com/news/inv estigations/
 
Call 'em ! 4951
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goldie Active Indicator LED Icon 17
~ 7 years ago   Jul 24, '16 4:38am  
This is terrible. I would suggest contacting the media. 4951
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Aggies123 Active Indicator LED Icon 9
~ 7 years ago   Jul 24, '16 5:48am  
My husband just had a conversation with a Regional Manager for that location last week. I will ask him if he still has the contact information. Sorry for your bad experience there. We have used them for years with success, until lately. Something changed. I will let you know. 4951
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Jeff1928 Active Indicator LED Icon 2
~ 7 years ago   Jul 24, '16 6:17am  
That's why I change my own oil. 4951
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Stealth83 Active Indicator LED Icon 16
~ 7 years ago   Jul 24, '16 6:50am  
Removed By Request 4951
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Andreweggplant Active Indicator LED Icon 15
~ 7 years ago   Jul 24, '16 7:01am  
Was very easy to find corporate information....  http://www.ntb.com/tires/Contact-Us-NTB.jI am just curious, if the car frame was that badly damaged and held together with zip ties wouldn't a person notice something is amiss when the started driving it out of the parking lot?Personally, since you said you have completed college and all, I would sit down and re-write your e-mail before sending.  It has no paragraphs, there are incomplete and run on sentences and it is extremely difficult to follow.  If this is extreme as you are indicating (posted on multiple website/forums) you need to up your game a bit....  Just a suggestion.. 4951
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Stealth83 Active Indicator LED Icon 16
~ 7 years ago   Jul 24, '16 7:10am  
Removed By Request 4951
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beadweaver Active Indicator LED Icon 8
~ 7 years ago   Jul 24, '16 7:18am  
Call your insurance company. My dh writes plenty of garage policies. They will tell them who their insurance company is.
Get an adjuster to come see it.
Do not drive it. The heat will melt those ties and you can kill someone or yourself.
Even tow it to a dealership for a professional inspection.
I'd make them replace the whole car with a new safe one. Get a hungry lawyer. 4951
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lilybart Active Indicator LED Icon  New Member
~ 7 years ago   Jul 24, '16 7:58am  
Talk to your insurance company. When Jiffy Lube ruined my brake system by putting power steering fluid in the brake fluid line, State Farm covered the damages and dealt with Juffy Lube for us. 4951
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sweetie Active Indicator LED Icon 11 Forum Moderator
~ 7 years ago   Jul 24, '16 8:15am  
Call Emily Akins . She will love this. 4951
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DanStanton Active Indicator LED Icon 3
~ 7 years ago   Jul 24, '16 8:41am  
I agree with re-writing the letter. And contact by phone or email any manager, supervisor, etc... on up the line. Contact the Attorneys General office as well. In particular, call your insurance agent. They are used to dealing with these situations, and know who to scream at. 4951
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