NTB-National Tire & Battery — Local services in Fredericksburg

I guess I should start by saying how pleasant everyone at this establishment has been. I will also say that things happen and I'm fully aware of this however. I took my 2015 Chrysler 200 in for a oil change and to have my breaks checked. I was told by the salesman that it would take about an 1 1/2. No problem walked around the mall had a pedicure and went back in about 2 1/2 hours. Needless to say this is when the craziness started. The salesman came out to inform me that the bolts had been stripped while trying to remove them and of course they didn't have the parts in house. Ok things happen so he would have to order them and he apologized and said my car would be ready on Thursday (2 day's). Yep I'm irritated but again things happen, he then said for me to get a receipt from the cab company that I had to catch home and they would reimburse me. I call on Thursday morning to check on the status of my vehicle and was told by ..... that he would check and call me back in 15 minutes. 1 hour later after not hearing from ..... I call back and spoke with another representative who informed me that the parts had not arrived yet but he would call the dealership and check on the status. I called again and was informed that the parts were on the way and it should take about an hour to install them. Yippee I'm thinking but noooooo a few minutes later another representative calls to say that the parts won't be in until Friday. Now my blood is boiling and for the sake of acting a fool I thank him and hang up so that I can regain my composure. I call back a few minutes later to inquire why I was told that the parts where on the way and the representative told me that the other representative was only going by what he saw on the screen. Ok now my pistivity level is at one billion. I can deal with Murphy thats Murphys Law lol but I can't deal with people who lie or think I'm an idiot because I'm not a mechanic. If representative #3 called the dealership like he told me he did then clearly he would know if the parts we're or weren't on the way today. Needless to say against my better judgment i will not be returning to Merchants for any type of repair on my vehicle i will continue going to the dealership and paying an arm and bith legs...

Manger Sean was sexist to my wife while she waited for my car to be Inspected. She had to retell the manager twice to update our address. I had to call complaint line to have them speed this up due my wife being pregnant and high risk. she waited 3 and half hours for a simple inspection. She was made to wait while no other inspection customer was in store.

The manager chose to make a pregnant women wait while pick up customers were not there. My car had no issues and would of been done with in minutes if only the manager took a moment to understand the customers needs.

I have worked customer service for 10 plus years now and this manager chose to make a female customer wait, due to her stopping him in mid up-sell for something she didn't ask for nor had I. Then correcting him when he refused to listen to her when she told him to update the home address on the account. I once worked for Merchant's Tire. My manager told me the customer in store was not worth more then one that wasn't in store but they deserved our service first so we could take care of the others. Every manager since has said something else similar.

My wife was insulted, spoken down to and made to feel stupid. I was by association was slighted. i have made it a personal choice to always go to Merchant's but now will not. Also, I will personally start sending my friends and family members elsewhere. Since 2006 to now to now i have been faithful but this is not forgivable. In this day and age I expect more from the people I deal with and I expect my wife to be treated like myself if I had been in there. Not like a second class human.

Apparently Merchant's Tire has lowered their standards of hiring. I would take a look at the people being hired and make sure the front end of your business is being managed by someone that doesn't think less of certain...

I brought in my BMW with a brake issue. Aaron was very courteous and helpful and answered all of my questions and concerns. They took my car in right away. Cody did the diagnostic and went above and beyond to repair my issue. He kept me informed throughout the entire process and he too answered all of my questions. At one point, several technicians joined in to help resolve the problem., while still completing their own projects. One issue was not completely resolved, through no fault of anyone there, again, going above and beyond, but resolved it enough that I felt safe driving away. They did not charge me for anything they felt was unresolved, which I have never encountered anywhere else! These guys are honest, hardworking and extremely knowledgeable and never once tried to take advantage of me. I would recommend this shop to anyone and everyone, and will bring my car back here for all...