To Sergio, and any other district and regional managers of NTB- I am kindly requesting you look into this matter and handle it accordingly. Your help and attention to this would be greatly appreciated.
I brought my Honda accord on Monday morning at around 8:30 AM due to a steady engine light. Jonathan advised it’s $200 to diagnose the car, but he’d waive it if I pay the fees to fix the car that day. An hour or so later he tells me it needs a catalytic converter. I waited 5 and a half hours for a catalytic converter to be installed, never got updates on the car- but honestly just wanted it fixed at that point. I was more than patient. I had to take off a day of work and it was too late to go back in anyway. It’s $900. I asked him for the code, all I get is a picture on his phone.
Then I ask him before I leave today, is there anything else wrong with the car that I need to be aware of, he says no. The Honda only has 59k miles on it btw. I leave, then less than 48 hours later, the engine light is back on. I live in white marsh, but work near Security MD. I called and kindly requested a manager to get this situated, the gentleman who answered was extremely rude. Said he was a manager and advised to bring the car and they’ll diagnose it again. I said okay, sounds good I’m already on my way. But, respectfully since this was less than 2 days ago, I’m not paying another dime until we know what the real issue is in case the part you installed is failing. He says okay he’ll have to get his manager to approve but just bring it anyway. Said I’m coming- Then he says there is no tech there today to service my car. I asked, are you guys open? I’m only asking for a diagnostic and to recheck. He says yeah the manager will work on it and he’s off. So I go alright, that’s frustrating, I’m already in town- there’s no one willing to look at it? then I ask the managers name. He didn’t want provide it. He said verbatim “I don’t really know the names of the people who work here to be honest.” Does that sound like a manager? So then I go, look.. I don’t want really want to play games, I really just want this reviewed, can anyone there look at this? Can you at least look at the invoice to see if a code was documented (like it should have been). After 20 mins of speaking to him he’s talking over me, telling me he doesn’t want to talk on the phone, that I’m being difficult. Then I say okay.. please just look at the invoice and tell me what was done, and if there are recommendations to complete. After providing my name a THIRD time, and my phone number, he says “I don’t even know who you are or who I’m talking to to be honest. I’m just trying to get off the phone.” This isn’t how customers should be treated. It’s employees like this one that give Mechanics a bad name and make them untrustworthy and terrible to work with.
I made a formal complaint to Mavis customer service.
After the way the gentlemen spoke to me, I don’t trust nor feel comfortable giving business to this location. This was a terrible experience and could have been avoided had the associate provided better customer service, and the service manager provided all error codes on the invoice including clear and concise notes on all work completed.
A proxy by the name Gary reached out, he was very kind and understanding, and offered to look at it at another location, and I’ll take a chance on bringing it there. However; to anyone reading.. I will NEVER bring my car this location in Reisterstown ever again. Until changes are made, I urge you to stay far from this location and do business elsewhere. Thank me later.
AM
Amber McEntire
5 days ago
I actually has a decent time getting my service here. The staff was kind, helpful, gentle man like, and accommodating. The tires/service also cost a lot less than I expected. I hope this means that they won’t disintegrate or fall off in the next month or so. 5 stars will be back to patronize the location on Reiserstown Road in Baltimore MD again. :-)
TG
Tamara Graham
Aug 24, 2026
I had a great experience at NTB! The staff was friendly, professional, and made sure everything was taken care of. They explained what I needed without trying to pressure me into getting extra services, and the wait wasn’t bad at all. I really appreciated the customer service and how smoothly everything went. I would definitely come back and recommend this location to others. ⭐️⭐️⭐️⭐️⭐️
EG
Eternity Gamerz
Aug 23, 2026
Came for new tires. After the service, upon reaching the highway, there was a significant amount of steering wheel vibration. I returned to the store and spoke with Bain, the assistant GM. He kindly had the techs rebalance the wheels and explained the likely cause of the issue. Afterwards, he accompanied me on a test drive to ensure the problem was resolved. Wish the attention to detail by the techs was better early on, but Bain’s customer service was excellent. I would return to this store in the future.
RK
Rebecca Krisha
Aug 20, 2026
Absolutely amazing service at NTB! The entire team was friendly, professional, and worked together to make the whole experience quick and seamless. Communication was great from start to finish. They kept me informed, explained everything clearly, and had me in and out much faster than I expected. You can tell they genuinely work as a team and care about taking care of their customers. Efficient, knowledgeable, and great customer service all around. Definitely recommend this location!
