Complaint Review: NTB - Kansas city Missouri

Avoid at all costs. You might think you're saving money by nit going to the dealership but in the long run you'll spend just as much money., more time, tons if headaches. I have to say that the last two days at the NTB location at 700 NW. Englewood Rd. turned out to be a nightmare!

I took my 4-Runner in for an oil change/tire rotation/patch a tire that I got a screw in the day before. When I left with the car after the repairs I noticed my air pressure light was on. Not a big deal the guys we're busy and I assumed they overlooked it. I went to QT to put air in and check pressure. As I pulled into my neighborhood I noticed an awful smell, burning oil smell. I noticed in my mirror a bunch of smoke being the car. I pulled into my driveway and immediately shut the engine off. I noticed that that the car was pouring oil onto my driveway. I called NTB and Michael sent Arrow towing. We checked the oil twice and there was no oil registering on the dip stick. Together we pushed it out to the street rather than start it and potentially harm the engine more. After calling a few times Michael told me that something was broken and he'd need to pick up the part from Toyota in the morning. I was without a car for the night and had to reschedule a meeting but my main concern was my engine.

Today I went to pick up my car and the lack of care by every employee in the building really showed. First I sat there unattended for over 5 minutes. Two employees walked past me to get vehicles. They don't say hi, they don't smile. I felt invisible! Finally after being ignored for as long as I could take I walked into the shop and asked if anyone could get me my keys. Someone grabbed my keys and said did we explain everything to you. I said nobody has explained anything. He went to grab someone but after 7 more minutes I felt like your company simply doesn't care about customers at all. The mood I was slipping into was getting worse by the second. I decided to just leave and call once I had cooled off.

When I opened the door to my car things went from bad to worse. I immediately saw thick black oil smashed into my floor mats. I was ready to snap. I walked into the shop and asked "Are you guys f--king with me at this point, am I on a prank show?" Two of your employees stared at me stunned as I went off. A third gentleman walked up and listened to me vent. I continued on for another minute or two explaining the same as I'm doing here. I explained that in this entire fiasco NOBODY has ever said anything like I'm sorry, let me help, how can I help, we'll take care of it, etc... Finally, I asked is there a manager or someone in charge here. The last guy said "yes, I'am, what do you want?" I got heated and decided to call the 800 number instead.

After I thought nothing could be worse with this experience I jumped in my car tonight to go buy groceries and I felt something grainy on my steering wheel. As you can see from the image. I got oil all over my hands when I rubbed the steering wheel.

I fully expect NTB to make this situation right. My car is covered in oil, inside and out and needs to be cleaned. My floor mats need to be replaced. My driveway has oil all over and needs to be cleaned. Lastly and most importantly, I am extremely concerned about the long-term welfare of my engine.

Since nobody followed up I called in and was given the district manager Brett. He quickly became upset when I vented my story. The conversation didn't go well and needless to say I now know the corporations view of how to treat customers. If I had the opportunity to do it all again I'd go to the dealership. Spend $5-10 more, enjoy their coffee, the nicer waiting area, be treated like a human, peace of mind that the mechanics know what they're doing. 

I've got to stop writing now so I can go scrub oil off of my driveway and then attempt to clean all the oil out of my carpet.