Bad NTB, No Cookie!

Until now, I've had nothing but positive things to say about NTB and it's service. I've referred friends and family there after having had new tires installed on my past couple of cars. After my poor service today, I doubt I will be referring anyone else.

I bought a new tire in January at the McIntyre Plaza NTB store in Ross Township, PA. At the point of service, I was sold on the Road Hazard coverage after being told about it by the sales associate . I was told that the coverage would take care of the tire in the event that I were to run over a nail or hit a pot hole and were to need a repair or replacement. I had been to that location several times before and had never had anything but good customer service.

Earlier today, I noticed my tire was leaking air quickly and there was a screw sticking out between the treads. Thankfully, I noticed that I was only a couple of hundred feet from the NTB in Monroeville on William Penn Hwy. I quickly drove the car over there before it got too low and went in to talk to a sales associate.

After waiting in line for approximately 15 minutes, an elderly couple came in behind me, and the associate at the register waved them on in front of me. He then told me "they stopped in earlier, I will get to you in a minute." I waited patiently as he sold them a full set of tires equalling over $650 in charges. He then told the couple that they would get to their car immediately.

When the associate finally got to me, I explained that I had just ran over a screw and needed the tire plugged. He then told me that it would be about a 3 hour wait. I explained that I had the road hazard and that it wouldn't take long to plug. He said "yes, it will only take about 5 minutes, but there are people ahead of you."

I understand the fact that there are people waiting, but to make a customer wait for 3 hours to get a 5 minute fix is ridiculous. Especially after being sold this "wonderful" road hazard coverage and being told how fast and convenient the service is. He then got a foul attitude with me and started walking towards the waiting area. He said "why don't you come look at the people waiting?" I was highly insulted..and was tempted to walk into that waiting area to find out who else bought the road hazard coverage and explain to everyone that this is the kind of service they have to look forward to.

I left the store and drove across the street to a CITGO station. I walked into the shop and explained the situation. The mechanic there was very nice but said that the shop was closed. I thanked him and said that I was sorry to bother him. He said it was no problem and that he would be glad to fix my tire if I was willing to wait about a half hour for him to get to it. I was VERY appreciative of the excellent customer service that this man gave me. I didn't get his name, but I gladly paid the $15 plus $1.05 in tax to fix the tire. I even gave him a $5 tip and thanked him very much for being such a good person. He didn't have to help me, but he did. Now THAT is customer service.

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