Some of you saw my post about our recent interesting experience with Toyota roadside experience, and subsequent debacle with NTB (National Tire & Battery), where I bought a replacement spare and had them transfer the OEM Bridgestone from the steel spare wheel to the alloy wheel, and the scratches they put into the alloy wheel with a screwdriver or metal scraper.
Well, I wanted to post an update on the situation with NTB.
I called NTB and spoke with the GM, and asked if I could stop by and speak with him about the damage.
When I walked into NTB, the GM was behind the counter. I introduced myself, and, by his body language, I could tell that he was nervous, a bit defensive, and thought he was about to get chewed out. Reluctantly, he accepted my extended hand.
We walked out to the wife’s 4Runner and I showed him the scratches.
Quote from GM: “Oh that’s going to happen - those wheel weights are really hard to get off. And if you were to come back and have another tire replaced, it would probably happen again”.
Me (Incredulous): Umm, these scratches were caused by a flat blade screwdriver or a metal scraper.
GM: Yeah, that’s what we use. They’re really hard to get off.
Me: So, you’re telling me y’all use a metal scraper to remove wheel weights from painted alloy wheels?
GM: Yes, that’s what we’re provided.
Me: You’re not supposed to use metal scrapers on wheels - especially painted alloys. This is the result of that. I expect NTB to repair this damage.
GM: Umm, well, we’d want to have it done by our wheel repair place.
Me: I’m fine with a repair. I’m not expecting a new wheel out of this. I understand that things happen. In fact, I have a quote from Wheel Repair of Tennessee for a repair of this wheel.
I show him the quote (just under $200). He agrees, and relaxes a little bit. Tells me he was kinda expecting me to be a jerk, and that he’s had guys demand new wheels over stuff like this. I reassure him that I’m reasonable, and that I have no intention of contacting corporate or anything like that, as long as we can come to an agreement on fixing the wheel.
Turns out they use the same wheel repair place I’d gotten the quote from.
He gave me his card, and told me to ask them to put the charges on their account.
I ended the meeting by suggesting that he request plastic, non-marring scrapers from corporate to prevent this kind of thing happening again.
So, initially the GM of NTB tried to dodge this, but, confronted with logical evidence that they were in the wrong, he had no choice but to come around to my way of thinking.
So, hopefully this helps someone who may not knkw how to deal with a situation in which they end up with the raw end of a deal. You don’t need to be rude, or get loud, or use profanity. You just need to have a little knowledge, and go in prepared with information.
Pics of wheel, before and after:
Well, I wanted to post an update on the situation with NTB.
I called NTB and spoke with the GM, and asked if I could stop by and speak with him about the damage.
When I walked into NTB, the GM was behind the counter. I introduced myself, and, by his body language, I could tell that he was nervous, a bit defensive, and thought he was about to get chewed out. Reluctantly, he accepted my extended hand.
We walked out to the wife’s 4Runner and I showed him the scratches.
Quote from GM: “Oh that’s going to happen - those wheel weights are really hard to get off. And if you were to come back and have another tire replaced, it would probably happen again”.
Me (Incredulous): Umm, these scratches were caused by a flat blade screwdriver or a metal scraper.
GM: Yeah, that’s what we use. They’re really hard to get off.
Me: So, you’re telling me y’all use a metal scraper to remove wheel weights from painted alloy wheels?
GM: Yes, that’s what we’re provided.
Me: You’re not supposed to use metal scrapers on wheels - especially painted alloys. This is the result of that. I expect NTB to repair this damage.
GM: Umm, well, we’d want to have it done by our wheel repair place.
Me: I’m fine with a repair. I’m not expecting a new wheel out of this. I understand that things happen. In fact, I have a quote from Wheel Repair of Tennessee for a repair of this wheel.
I show him the quote (just under $200). He agrees, and relaxes a little bit. Tells me he was kinda expecting me to be a jerk, and that he’s had guys demand new wheels over stuff like this. I reassure him that I’m reasonable, and that I have no intention of contacting corporate or anything like that, as long as we can come to an agreement on fixing the wheel.
Turns out they use the same wheel repair place I’d gotten the quote from.
He gave me his card, and told me to ask them to put the charges on their account.
I ended the meeting by suggesting that he request plastic, non-marring scrapers from corporate to prevent this kind of thing happening again.
So, initially the GM of NTB tried to dodge this, but, confronted with logical evidence that they were in the wrong, he had no choice but to come around to my way of thinking.
So, hopefully this helps someone who may not knkw how to deal with a situation in which they end up with the raw end of a deal. You don’t need to be rude, or get loud, or use profanity. You just need to have a little knowledge, and go in prepared with information.
Pics of wheel, before and after: