Mavis Tire - South Sam Avis 2

Mr. Fernando assisted me with my oil change. He was very nice and informative of what’s needed for my car.

Hello,

I waited two days to see should I let the Company know about my horrible and sensory overload experience due to the new Manager Montrell.

I came in to get a tire replaced.

I purchased a full set of tires in 2017 and I had to replace one of those tires in March of 2022.

I discovered on Sunday August 24, 2025 that my rear passenger tire was low and the tire light was on. I took my vehicle to Firestone on Hwy 6 to get it checked out. The Manager had a tech to air it up and suggested that I go back to NTB to get the same type of tire, so they would all match .

The next day I called to make an appointment for 10:30 am with Chelsey at the NTB on Hwy 6.

Before I left home I called and spoke to Montrell to advise him about the tire that need to be replaced and that I had a warranty. Montrell silent, did not verify me in the system, more silence before he asked me what did I want.

I was taken back at his tone, as I thought I made myself clear about the reason I was calling.

When we arrived, Montrell was at the front, we waited for at least 15 to 20 minutes before he came to find out why I was there. I explained that I talked with him on the phone this morning and I need my tire replaced using the warranty.

He took my keys and ask me to have a seat.

I observed Montrell, All over the place. Not multi tasking.
He was trying to get a machine fixed in the shop by calling it in .
He was going in and out of the shop, yelling from the front of the store in the shop to the Technicians. He was fidgeting with his new clothes and shoes,
He was not communicating with the three customers regarding an update on our cars.

When Montrell finally got to me for what seemed like two hours, he wanted me to come in the shop and look underneath my car for several problems the technician found. I asked him why was my car up in the air like that. Montrell told me they have to inspect every car that comes in. Yet, Montrell did not communicate that to me on the phone or in the store.

I told him I just need the tire replaced. I was not there for anything else. He told me my 3 tires were dry rot and he made me feel bad about choosing the tires that I purchased from NTB in 2017, saying it was not a good tire, but NTB pushed the brand because of the relationship with Nitto Crosstek2. I was mortified!

Then he tried to quote me on tires he had in the store . I told him, that Chelsea gave me two quotes for 4 tires and both quotes were higher than your Competitor. Montrell ask what was the price and tire and I showed him the quote and the price Goodyear Assurance Max Life 85k for $759.29. Montrell looked at me and asked me why would I put those tires on my vehicle ,with a smug on his face. I told him that is what I was quoted for my vehicle.

I told him to give me his findings , which I had to wait an additional 15 minutes for .

We left and both of us felt this was a complete waste of time, the service was horrible, unorganized, and unprofessional.

Montrell came from the Galleria Store, maybe you should send him back or get rid of him altogether! Especially if your rebranding and trying to retain and acquire new customers . Montrell the new Manager does not have interpersonal skills, time management skills or customer service skills!

Send back Montrell to the Galleria Store!

Unprofessional, Unorganized,
No Customer Service Skills, No Interpersonal Skills, Rude, Condescending!

Send Him Back!

Montrell Is Not Good For The Brand!

The Last Manager I Had a encounter with was a problem solver with good customer service, professional and kind.