In case they do not have them in your area NTB is a chain that works on cars and sells tires and batteries. NTB stands for National Tire and Battery. After my recent experience there I have decided Never Trust the Bastards might be more fitting of the acronym.
Four years ago I went into NTB for a wheel alignment. That runs about $80 but they had a 5 year alignment program for $200. Since I generally get an alignment done at least once a year that was a very good deal so I jumped on it.
The analytical side of my brain wondered why they offered such a good deal and now I know. I recently did a favor for my ex wife. I was, uh, between contracts and I was back in Dallas and she asked for help. I had bought the 5 year alignment plan on her car while we were still together. Her car is pulling hard to the right and she has taken it up there twice and it still pulls. In desperation she asked me to help out with it.
So I go up there. They asked me the mileage on the car. 60061. The service writer says, "As part of our alignment service we run a 23 point inspection on your vehicle and generate a report of anything we find."
Aha, so now I understand why they made such a good deal on the 5 year alignment. They keep dragging you back and upselling you. I get it now. "There aint no such thing as free" is a universal axiom.
At the same time he is telling me about the 23 point inspection he prints out a report of things due at 60,000 miles. I still have that report. Bear in mind they have not even seen my car yet. On that report one item is "Replace Spark plugs and Spark plug wires -- $324" I saw that and said, "Are you sure about that? Spark Plugs at 60,000?" (not to mention $324 is a VERY high price for that job!)
"That information comes directly from Ford sir."
"I thought sparks plugs were due at 100,000?"
I remember this because back in the mid 90's they passed a federal law that all emissions related components of a new car had to be warranted for 100,000 miles. The logic was it does not do much good to build cleaner cars IF say two years later they pollute badly. I also recalled that rule set considered spark plugs to be emissions related but I was not 100% sure.
“Sir, that list I gave you came straight from Ford.”
Since I was not 100% sure plus there is no reason to argue with these guys so I just said, "Well, for now lets just get the alignment done."
So, they get the alignment done and I drive away. I did not get far as the car still pulled to the right- hard!
So I take it right back in and tell the same guy it still pulls hard to the right. He pulls a computer print out from the alignment machine and tells me the computer says it is right on the money. I am sure my mouth fell open. I just drove the car and it pulls to the right but you are seriously telling me the computer says it’s good so you are just washing your hands of it?! Really? We debate this for a few minutes and yes, I am starting to get mad. I am sub consciously going into Clint Eastwood mode; you know, my eyes are starting to squint, my teeth are gritted and my voice is getting lower. So I held the keys out it the guys and said, drive it then come back and tell me it is right.
Then Mr. Service writer made a serious mistake... instead of just taking the keys and experiencing the problem first hand he told me a bald faced lie to get out of doing his job. He said, "Well sir, I guess you were not aware that federal law requires that we set the cars up so they pull to the right on purpose."
I was aghast! "What?"
Oh yes, it’s a safety feature. If you fall asleep at the wheel the car will drift off onto the shoulder instead of drifting into oncoming traffic.
So now in full Clint Eastwood mode, I asked him, "So every other car I have ever driven was out of compliance with this law and this is the only vehicle of all the dozens and dozens of cars I have driven over a life time that was set up correctly."
"Uh, I can’t comment on other cars sir, but this one is right."
Oh such a blatant and STUPID lie!! Now I am so mad I have little sperm cells swimming before my eyes, you know, “God’s little anger dots”. So I told him I am going to go home and get online and check up on this and if I find out you are lying to me then your timing is very bad. I happen to be out of work right now and I have the time to take this all the way up the chain and make a big deal out of it. Are you sure you want to stick with this story?"
So now *he* gets mad and raises his voice at me and says, "I don’t appreciate being called a liar!"
"I did not call you a liar. I said IF I find out you are lying I am going to make trouble."
"Sir, I am a highly trained service writer and I know what I am talking about."
"Ok, you had your chance, we will play it that way then." and I walked out the door.
After a half hour of searching I can not find ANYTHING about any law that requires cars to pull to the right. However, I do have my Ford Taurus maintenance manual handy and I was correct after all, spark plugs are due at 100,000 NOT 60,000 miles. That’s $324 he tried to con me out of.
So I call junior back up and still in Clint Eastwood mode said, "I am sure you remember me... I am the guy that told you that if I found out you were lying to me I would make you my life mission. I have to tell you I can find nothing about a law that cars should pull to the right so I can’t prove that law does not exist. However, do you remember me saying that I thought spark plugs were due at 100k not 60k?"
"Yes"
"Well I have the Taurus Service Manual from Ford (not a third party) right here in my hand saying 100,000 so you did lie to me about Ford saying 60k.You even put it in writing and I have it right here. I got ya cold buddy. So here is what I want to do. I want you, your manager and me to meet tomorrow. I want you to show me the documentation that says cars are required by law to pull to the right. While I am there we can also discuss how you lied to me about the spark plugs and tried to con me out of $324. Then I am calling corporate and raising hell. I warned you. I have the free time and frankly, this should be fun."
"Uh, I am not sure when my manager will be here.”
“Really? Well then I guess I will just skip that step and just go straight to corporate.”
“Uh, the other guy here just said he will be in at 2:00 tomorrow”
“Fine I will be there at 2:00.That gives you all day tomorrow to find a reference to this law that requires cars to pull to the right so we can all see it when I get there."
The line was silent. I let him sweat for a few seconds and continued, "Or you can drop all the bullshit, I can come up there right now, and you will fix this car RIGHT- TONIGHT with no more lies about what the computer or about what federal law says. The car will drive straight with hands off the wheel. That is what I paid for and that is you will deliver TONIGHT. Then I’ll go back to being too lazy to make your life miserable."
Silence again. I was about to speak when his verbal dam broke...He started apologizing left and right and he promised to fix the car RIGHT before they closed. It was not quite groveling but it was close enough for me. :)
And he did fix it.
So I let the whole thing slide because I lied too… I really do not want to spend my time dealing with NTB Corporate. Hell, they are probably well aware of it, I imagine its right there in the NTB service writer’s handbook. In fact, since the computer printout with the lie about the spark plugs was pre-generated, that confirms to me that corporate is absolutely on board with lying to their customers and telling them they need things done that do not need to be done. (and if for some reason were needed are still under mfg. warrantee anyway)
So instead of waiting on hold with some phone jockey in India for hours and then having NTB mail me a coupon for a free oil change in a pathetic attempt to mollify me I figured I would just tell my story here.
NTB is now on my official black list of dishonest companies.