On February 26, 2013 I was driving from Catlett, Va. to Sterling, Va. to go to work. My car stalled on the Fairfax County Parkway and would not restart. It turned over but wouldn't restart indicating that the issue was probably an Alternator issue.
A friend pointed out that there was a shop right accross the street from where I had to work that day so I called and had the car towed to NTB. From there I walked across the street to do my job. I recieved a call that the car was not suffering from an Alternator issue at all but had wiring issues with the battery and would also require a new battery. Later I was told that it was in dire need of an engine mount and even after all work was done they gentlemen at the shop still maintained that the engine was in danger of falling on them. The mount was necessary but no one likes when a company just lies to the consumer bold faced. For the engine to fall on the mechanic, the part that needed to be replaced would have to be broken in half. The mechanic that I took the car to later confirmed that not only was I lied to but was overcharged.
Later in the evening at closing time I was given the keys and told that I could bring the car in the next day to test the alternator again. If the issue was still existing it would have be nice if the shop had done the necessary work rather than convenient upsale work which is what they did. I drove of to head toward my home at 8pm in the evening. The car died, brand new battery and all on a single lane highway with very little room on the side of the road. At 430 AM a gentleman saw I was cold and attempted to help. Seeing that the issue couldn't be fixed he gave me a ride home. i arrived at 540AM.
The next morning I called and informed a manager of what had happened. he gave me the name of a towing company and had me tow my Ford Focus back there. When i arrived at 5PM in the evening the shop next tried to charge me for towing and even after I had been left on the side of the road with very little sleep still asked if I "Wanted to pay half of towing as a show of good faith." Faith in what I pondered because while the work wasn't shoddy it wasn't the work that I brought the vehicle to them to fix. After telling them that i was on very little funds, some would even have to be borrowed. They next told me that the missed diagnosis and the fact that I was left stranded had nothing to do with them and that the alternator work would be another $550 on top of the $550 that they had received the previous day.
I spoke with the manager but he held his ground on the poorly diagnosed work and the extra sale work but would not budge although he knew i couldn't afford more money to do the original work that i had asked to be done. The next morning I wound up towing the vehicle to another shop where the work was done for half of the second asking price of $550 and the lies that were told were confirmed as such since i wanted to assure that I didn't feel negative because i was upset. The truth was that they had it seemed worked on the top of the engine and replaced the mount on the bottom because the accessability were there but the alternator was 2 screws from the bottom and one from the top with parts needing to be removed to get to it.
I won't use NTB at all again, for tires or otherwise, because the money was too much more important to them than any element of customer satisfaction. I will not visit any location because no company should ever do mechanical work and leave you by the side of the road on multiple days in an attempt to get more money from you.