KA
Khrysteen Addison
Aug 17, 2026
My Experience at NTB
I have been going to NTB for years for my oil changes and have never had an issue until my visit on August 12, 2026.
I paid approximately $90 for an oil change, and by August 15, my vehicle was smoking, jerking, the check-engine light was on, and the vehicle actually shut off on me twice. I was receiving warnings on the dashboard that I had never seen before. I initially thought I was dealing with a major mechanical problem and was extremely worried that I was going to be without a vehicle.
Because it was the weekend, I had to wait until Monday to take it to my trusted mechanic. The FIRST thing he did was check my oil, and he discovered that my vehicle had essentially no oil in it. He inspected the vehicle for leaks and found no oil leak. He also discovered that the oil filter had not been changed.
I had just paid NTB for an oil change, so naturally, checking the oil myself was the last thing I thought I needed to do. I had to purchase additional oil myself and pay my mechanic to replace the filter and properly service the vehicle.
Thankfully, after the oil was added and the filter was replaced, my vehicle immediately became quiet and began driving normally again. I am extremely grateful that I had an honest and knowledgeable mechanic who caught the issue before something potentially catastrophic happened to my engine.
What disappointed me almost as much as the service itself was the lack of concern and customer care afterward. I spoke with an employee named Reina, who I felt was very nonchalant and standoffish and seemed more interested in getting me off the phone than understanding what had happened. I had to call another NTB location just to obtain the district manager’s contact information. I eventually spoke with Bob, the district manager, but I still did not feel that anyone showed genuine concern, empathy, or urgency about what had happened.
I was offered a refund, which I appreciate, but this isn’t simply about getting my $90 back. It’s about the fact that I brought my vehicle in with no major issues, paid for a service that was supposed to be completed correctly, and days later I was dealing with smoking, jerking, stalling, warning lights, and the possibility of serious engine damage.
This situation could have cost me my vehicle.
NTB needs to do better with quality control, training, double-checking completed work, and customer service. If a customer pays for an oil and filter change, there should be a system in place to make absolutely certain that the oil and filter were actually serviced before the vehicle leaves the shop.
I am thankful my mechanic was able to correct what NTB failed to do and that my vehicle is currently running normally. But this experience has seriously damaged my trust in this location, and after being a loyal NTB customer for years, I will not be returning to NTB for services. They use to be good but they have been doing poorly lately and not even just with this incident, I had an experience at another location as well because of poor Customer Service the guys are becoming more and more unprofessional. I would just much rather go to my trusted Mechanic for my oil changes. The only thing about him is that he does not provide the oil, but he will change the filter and do everything properly and I’ll just have to notate it in my phone because he does not have the sticker and that’s fine. I will much rather do it that way then to potentially lose my whole car because the job wasn’t being done properly. This lack of care could have costed me my car. I can’t afford to be without a vehicle right now, especially when I maintaining my services to ensure that my car runs well. I’m taking it to be serviced and they didn’t service it properly but they received payment and then had the nerve to have an attitude because of what they failed to do. this was my experience though, other ppls may be different
