NTB NTB kept our car for 11 days for a fuel pump and then they had to take it to another NTB for proper repair. Alabaster, Alabama

Monday 10/29 my wifes car broke down while driving on I65 on the Alabaster, AL exit ramp. This is right across Highway 31 from the Alabaster NTB. I called NTB and told them the symptoms the car was displaying and asked if they could diagnose and fix. They assured me they could and I had the car towed to them. That night I was called with the diagnosis. I was told the mechanic is leaning toward the fuel pump, the person calling quickly
corrected himself and told me it was the fuel pump. I asked if they were sure it was the fuel pump, the mechanic was obviously standing there, the person calling asked some and they said they were sure it was the fuel pump. I was quoted $716 to replace fuel pump. After the wording originally used was leaning toward fuel pump I told them to hold off and I would call them the next morning. That night I researched symptoms of bad fuel pump and symptoms of bad fuel filter. From my research the symptoms from both would be the same.

Tuesday 10/30 I called and asked for manager to discuss how they determined it was the fuel pump. When I called Josh answered and I asked for manager. He asked me to hold on, I held for 5 minutes which I verified
though my cell phone. I hung up and called back, Josh answered again I told him I was holding for the manager and called back. He said the manager was unloading a truck, counting tires and he didnt know when the manager would be available. I asked him to have the manager call me. Brad called me back; I asked how you determined the fuel pump was bad. He said the fuel was removed, checked and it was good. I asked him to hold off on replacing anything. I also asked him to see if the car would run and call me back to let me know. My plan
was to get it home and have the work done later. I never received a call back that day; I stopped by on the way home and spoke Brad. He said the car would not stay running and he meant to call me back. I decided to get the car fixed by them and told them to replace fuel pump.

Wednesday 10/31, I received a call from Josh in the morning, he told me I also needed a fuel filter along with the fuel pump. This a day after I was told by Brad that I didnt need a fuel filter because it has been checked and was good. I told Josh that Brad said my fuel filter was good, he put the mechanic on the phone and he told me that whatever took out my fuel filter took out my fuel pump. Josh called Brad about this because Brad was off.

Josh told me there had been a miscommunication and the fuel filter would be replaced at no charge. I spoke with Steve later that day he said they were having issues getting the car repaired. He said their top mechanic would be in Thursday and he would get my car repaired. Steve called on my way home around 5pm and said their top mechanic would not be in until Friday and he would get my car repaired then.

Friday 11/2, I called Brad at 1:30pm and asked about my car, they said they were working on it. They were tracing the wiring and looking for the issue. I call the NTB 1-800 number and register a complaint. I call NTB Alabaster back a few hour later to check on the car. I spoke with Steve who let me know their were aware of the complaint I filed. He said they were still working on the car and since a complaint was filled do I want to have it towed somewhere else or did I want them to fix it. I told them if it was towed somewhere else it would be covered my them and me. I told Steve I wanted them to fix it. I received a call that evening from Steve stating they discovered the problem was the fuel filter they received from Napa was bad. He stated they would order
another fuel pump and replace it in the morning.
 
Saturday 11/3, I did not hear anything from NTB Alabaster; we were shopping nearby so I stopped by at 2:30pm. I talked with the counter person who informed me they replaced the fuel pump again and it still would not
crank. He said they would have it towed Monday to Momentum Motor Works in Pelham, AL. He said they would cover these repairs. I could see Brad setting in his office and I asked for him to come out and speak with me. I asked him if he was going to call me and let me know what was going on or was I going to have to call him to find out. He stated he was about to call me.

Monday 11/5, I did not hear anything from NTB Alabaster; at 4:15pm I called NTB Alabaster and spoke with Brad. He stated my car arrived at Momentum at 11:30. He also stated that he called Momentum to check on it but
they hung up on him. Then he restated that they were disconnected and when he had an update he would let me know. I then called Momentum and spoke with their receptionist. She let me know they hadnt got to my car yet. I asked about them hanging up on Brad. She stated Brad called she placed him on hold to check on my car, when she came back he had hung up. I called Brad back and told him what Momentum said about them hanging up on him, he still claims they were disconnected. I asked why he didnt call them back and he said it was because
he got busy. I asked Brad for his managers contact info, I was given John Cruse cell number, I called and left him a message.

Tuesday 11/6, I called NTB Galleria this morning and left John a voicemail. I talked to John later in the day about this situation. I emailed this information from 10/29 to 11/5. He called Momentum and immediately called me back to let me know Momentum found nothing wrong with my car but a couple of stored codes, these codes were not related to this car not running. He said they were going to check it again before releasing the car. He called
me back later in the afternoon to let me know that Momentum was still checking the car. He also let me know that he was going on vacation but he forwarded these details to Brett Hambrick and Brett would be helping me with this situation. The details up to now concern my wifes 2003 BMW 325I. Upon leaving working I noticed something hanging down under the front end of my 2008 Nissan Pathfinder. I had my Pathfinder in for an oil change, rotate/balance and frontend alignment on 10/. Once home I investigated the item handing down. It is the sheet metal splash guard, the reason it is hanging down is because the two bolts that hold it in place have been broken off in the frame. I took pictures which and emailed them to John, I also called and left him a voicemail on his cell phone.

Wednesday 11/7, I called Brett at NTB Galleria and spoke with someone there who tried to locate Brett for me. The person I spoke with stated that Brett doesnt have a company cell phone for me to contact him on.
They did give me his email address; I sent Brett an email that contained the pictures of my Pathfinders damage. Brett emailed me and we began a dialog about the situation. Brad the manger of NTB Alabaster called me to let me know my car was ready at Momentum and he would pickup and return to NTB Alabaster for me to pickup, he also wanted me to bring my Pathfinder back there for them to repair. I let him know I would not be bringing anything there for him to repair. I called Brad back and told him to not take my car back to NTB Alabaster, I told him that I would pick it up at Momentum or at NTB Galleria.

Brett emailed me and let me know that he would personally pickup our car and take it to NTB Galleria. He also stated for me to drop off Pathfinder for them to repair and I could take car so I wouldnt have to wait. I dropped of Pathfinder and picked up our car. I drove 1-2 miles to Sams filled it up with gas and then went in Sams to eat lunch. When I return to car it was full of gas fumes, I noticed the rear seat was not correctly in place. I walked to the passenger side of the car and notice gas dripping on the pavement in front of the right rear tire. I called NTB Galleria; they called Brett to find out what to do. I was called back and told to contact Momentum since they worked on it.

I called Momentum, the only thing they did to our car was to connect it to a computer for diagnoses and let the car run while they observed it. I call NTB Galleria back and spoke with Candice. She and a mechanic drove my Pathfinder to Sams, I drove back to work in my Pathfinder and they took our car back to NTB Galleria. The mechanic there looked under the seat and noticed the fuel pump was not completely put back together. Candice calls me to let me know the reason the gas was leaking was because a seal was not put back in with the fuel
pump. Candice said they were sending our car to be detailed and have the gas fumes removed. If the gas got in to the carpet it would be 3-4 days, if the gas did not get into the carpet it would be 1-2 days. I emailed Brett and told him we need a rental car until ours is repair as we have been down to one vehicle for nine days and we now have different things going on that requires two vehicles. Candice calls me to let me know we have been approved for a rental car. She sets up a rental car with Enterprise in Hoover. NTB Galleria does not have an account with Enterprise Hoover and because we dont have a major credit card but a Visa debit card we are paying for rental car. Candice assured me that we would be reimbursed for rental car. My Pathfinder is still not repaired.

Thursday 11/8, I did not hear from any one at NTB Thursday. Friday 11/9, I emailed this morning Brett to check on our car and ask for the regional managers or next person ups contact info. I also needed to know when we would be getting our car back so I could let Enterprise know if we needed the rental car past Friday.  I received and email back from Brett telling me the next person up is the COO of the company and he doesnt handle customer issues. He assured me he would take care of these situations. And asked me which Enterprise location we
used so he could contact them. I email back his morning and asked him to call me. After now receiving a call back I called Bretts cell phone at 11:23 am, I left a message and asked him to call me. Candice this afternoon to let me know our car is ready. They took our car to Enterprise; we turned the rental car in and picked up our car. I email Brett again and gave him our home phone and home email so he could contact me over the weekend.

Monday 11/12, 9:38am I have not heard from Brett. I still have to take my Pathfinder to NTB Galleria to have it repaired this week.