Great experience at this location. All the problems I was having with my 2018 Nissan Sentra were all fixed and now drives just like the day I first drove it off the lot. The Store Manager James was very helpful, informative and easy to talk with. He provided excellent customer service to not just me but also all the customers around me as well. His attitude, personality, and energy makes him the perfect person to greet and serve the customers. I definitely feel comfortable and confident enough to bring my car back.

Went in for a scheduled oil change yesterday. It was late in the day and I could tell they were very busy and possibly a little behind. James did an amazing job keeping his cool and taking care of his guests. Im very happy with the service I received and will recommend to friends and family.

Service was quality and quick. Customer service was great. Ask for James. He’s a great help gave me a wild list of options, suggestions for deals, and promos for the the future.

Great service. They always give me great options and never suggest things I don’t need. I’m always happy with this location.

Brought the knuckles off my 99 honda civic in to have the wheel bearings pressed out and new ones pressed in. The service tech Ricky was very helpful and did a great job. Thanks guys!

Fast, good service. Called in the morning and had it fixed the same afternoon!Courteous and polite employees.

James was awesome! Had me in and out! Great customer service, very prompt will always come to this location!

Best experience by far! Came in for an oil change and was greeted by lovely Zenita and James. They had excellent customer service and are very timely. I definitely would highly recommend for any service and will continue to come back!

Quick and easy fix! Great service! Super friendly staff! Highly recommend!

Came in with a flat tire and they were able to patch it immediately. Great service

Thank you James for your great service and leadership! My car was well taken care of!

Never oversold me - have had 3 tires patched, only charged for 2...never tries to sell me a new tire. Will come back every time.

James, the manager was polite, professional and very helpful. He promised my car would be done by a certain time and he was able to get it done early. He’s the kind of person that makes a visit to NTB enjoyable.

Quick and professional service. Not to mention great prices on tires. Will definitely be coming back.

Great experience with James: good customer service and happy with maintenance performed.

Front desk juggled phone calls and clients walking in constantly and remained respectful and kind. They got my car in early and provided a great price and amazing service.

Excellent service, looks out for students and customers of all kind.

Went in with a flat tire and got out really fast. Staff is nice and knows what they are doing

Stopped by today and James identified the correct tire that was flat. Customer service was wonderful! Great location

I enjoyed my service as always. The staff is very friendly and always helpful. I was in and out with minimal wait time. I’ve been going to NTB for two years now and I love the integrity the employees have when servicing my vehicle not trying to up charge me for services that are unnecessary. I wish they did alignments though lol. Truly a great experience every time.

Manager was very helpful, had to get an oil change in a pinch and worked with me to get it done quickly before a trip out of town!Will be coming back if I need anything else.

Came in on my appointment time. Was fast and courteous.

I got my tires slashed at 4PM and needed to drive the next morning at 6:45 they were so helpful and stayed overtime to ensure I get my tires replaced and I was able to drive the next morning

Zenita was a great help! Wonderful customer service. Staff was very helpful

Do not use!!! Never get your car back when they say it will be ready. Always an excuse even when you drop off the night before as they asked you to do. Anita at front desk was a delight & good customer service. Only reason I used was because tires were bought there.

James was incredibly helpful! In and out within the afternoon. I’ll definitely be back.

The staff were incredibly accommodating and got me in quickly without an appointment. I had an unexpected tire puncture and the staff quickly diagnosed the issue and whether or not it could be repaired. They then allowed me to get a friend to bring an extra set of wheels and tires that they put on my car for me. The staff was very nice and they were car enthusiasts like myself which made the experience even better. I highly recommend them for any of your tire needs!

I love them. Mr. James and his have great customer service and do their best to help you get the job done. And they funny too. Always helps to share a laugh to kill time while you wait for your car. Thanks guys. Love, peace and blessings.

The guys always take care of me when I’m here. I have been coming here for 5 plus years now. Thanks for the service

I love the location frequent it all the time I wish they had state inspectors and alignment tech management was great workers too but just under staffed

Maybe its because it was busy..even tho I had an appointment. Not a coherent business model that I could see. Messy. Poor customer service. Absolutely no direction. Even if you schedule youre waiting forever.

We went here for 2 new tires. We waited 45 minutes. The lady in charge refused us service because of body damage saying that it wasnt safe to put the car on a lift. We asked if they could just mount the tires on the rims and we would manually put them on the car. She still refused saying they would have to put the car on a lift. We went to Emerald Quality used tires on Chamberlayne and were in and out in 15 minutes with 2 used tires and a plugged 3rd tire for half the quoted price! They did what NTB refused to do and solved our problem and we were on our way!

You found your spot. Friendly staff with great customer service. They even thought about how Id like a different tire then the one they had for me and called mid job to ask if I wanted to change my tire option and I did and it was definitely worth it. Thanks James and team workers. I recommend talking to James because he was very helpful and went above and beyond with his service.

Hey had a great experience with donson! They were super helpful and got me the best deal in the city on tires. Coming back every time. Great people and great rates.

Very bad experience, the guy running the front has no idea on how to run a business let alone knows anything about cars. I saw his interactions with other customers so I know it’s not just me. Very rude and unprofessional. Not like the other NtBs in the area. Show room looks like it went through a train wreck. Never going back and don’t recommend it.

This NTB is quick and efficient. The employees are great and very nice this go around. Definitely recommend over the Brook locations.

I am very satisfied with the caring and professional service from James, the manager, and Donson. I felt like they were more interested in providing me with good service rather than tryingto sell me more services.

Super friendly, got it down fast and efficiently! Very happy with our service today!

I come to this location for all my oil changes. I’ve always had an ok experience. But this time I was so frustrated with them because of an issue they caused me. Today James was great . When I say great, I mean great. He was patient, he was understanding and he was honest. I liked that. He got the job done for me even with me being upset. He didn’t let my anger make him upset or take away from his professionalism. By the end of my service I thanked him and it was done hours before he said lol. I love it here thanks to James. He a great leader.

James was awesome!! Set me up for a wheel alignment very quickly. I was going out if town and needed it before my family and I hit. The road. He gave great customer service !! Highly recommend going to him.

We were told the car was ready when it wasn’t, had to wait 15 min just to talk to someone at the front desk to get help, they clearly need more help or more staff ASAP.

Great service. Friendly employees

James was friendly and accommodating, able to get my car in and serviced on short notice before a holiday weekend. Much appreciated

All I have to say is wow about that the tech there named Donson. I was hit by a car while crossing the street on my bicycle. Not only did Donson keep it safe for me the entire time I was in the hospital. He also tried to fix it! When I was finally able to pick it up over a month later he was full of genuine concern about the situation and how I was doing.He went above and beyond for me and I hadnt even officially met him yet. Talk about integrity. I rarely say this about people but he is an exceptional human being. If this is the experience I get as a strange I cant imagine the level of services he brings to the job in regards to customers and fellow employees.I know where I will be going and also referring my friends to go for their auto needs. I am happy to know that I will get to deal with such a wonderful person who has my best interests in mind.Thanks Donson & All the best!

Very accommodating and helpful when another location had to cancel my appointment.

Really kind people, I love bring my car here.

This car shop is a joke. You make an appointment online but they don’t start working on your car until you call them about your vehicle. My boyfriend works on his Saab on the side and we dropped his car off when we picked mine up so he could get some new fuel straps(he bought them himself) installed and for his tailpipe to be adjusted. They again didn’t do the work until we called them about the car and all they did was put the fuel straps on and didn’t tell him they didn’t adjust the pipe. He drove home and was like the pipe is still rattling and he called them and they said it took over an hour just to do the straps and they didn’t do the work they said they would and that was $250 ??!! Seems like they prey on people who don’t know much about their cars. I will not be going back here.

Though this place has changed owners twice and managers at least twice that they have always been nice and cordial. They still have a $20 oil change and its a good place to get inspections. They do auto repairs too so Scotts addition people, you have another choice

Happy that they could get me in so quickly after I was told that I needed a battery by auto zone and found out that I needed an alternator. So that may have been money wasted🙄 NTB did fix my car after having it towed to them by the next day😊 but I spent $700 and I found out that an alternator only runs about $180-200... So $500 for labor I thought was pricey 🤦🏽‍♀️ but lesson learned....

Tried to charge me 100+ for a tire replacement. All I needed was my tire patched. Nail was about as thick as the tip of a pencil. Got a patched kit from Walmart for $4. Took about 10 mins to finish.

Very courteous excellent customer service

James the store manager was amazing recommend

James is an amazing guy. He helps you in anyway he possibly can.

Great service inspite of staffing issues.

James gave excellent customer service even though he was the only one running the front & checking customers in and out he wasnt rude or irritated. Donte did an excellent job double checking my vehicle to make sure i didnt have a leak and no repair was needed.

They were extremely nice and receptive when I walked in, the inside of the waiting room is updated and comfortable. They were quick and I even showed up 10 minutes before my appointment and they immediately got my car in and out. Id definitely recommend coming here!

Showed up with an appointment at 3:30 for an oil change and tire repair. The estimate was it would be done at 4:30. Come 6:30 they tell me they dont have the right tire and didnt do an oil change so here I am three hours wasted and nothing actually done.

Always friendly, but not sure how much Id trust to do anything but the simplest repair. Brought it for an alignment, and chewed through a set of tires in

They are a rip off!! They are stealing folks hard earned income!! They tried to charge me 4 mechanic fees 125 a piece plus $400 just for one mechanic to change front and back breaks rotors and change valve cover gasket and when i said thats too much he suggested i sign up for thier plan that basically has you ending up paying it back times three. Im on to them!! Please be aware and do not go here for anything other than a basic oil change if even

Very quick and helpful. They were upfront with my tire issue and went beyond expectation to resolve it.

Great service and customer service!

Have taken my car here many times, and they are always great and reasonably priced.

DO NOT GO HERE! Where do I begin? I purchased 3 tires here in October 2020. That experience alone was a nightmare that took far too many hours and included terrible customer service. Two of those tires were worn down to the metal threads in late January 2021 - only 3 months later. (Side note: the car was inspected by another shop in November.) I returned to NTB find out what was wrong. They offered to replace the tires, per the warranty. BUT while the car was there they found that the struts were in bad shape and needed to be replaced to the tune of $1,100.(They claimed that they told me the struts were bad in October. I have no recollection of this conversation, nor is it noted on the sales ticket as recommended service.)I called the shop where I had the car inspected - a shop I trust. They remembered my vehicle and indicated they would have noticed if the struts were bad. They replaced a ball joint during that service and would have been aware of the struts. Additionally, my car was not showing any indications of deteriorating struts.I let NTB replace the two tires, but they said they would not align them and they would also not replace them again unless we repaired the struts.I took the car to another shop, trusted by friends and locals, who discovered, in fact, that the frame was bent from an accident several years ago. They saw no cause for alarm with the struts.Seems to me NTB should have noticed the bent frame when I purchased the tires in October. Now that its been pointed out, it is blaringly obvious.Ive never had a good feeling working with this location of NTB on various occasions, and this just sent me over the edge. I hope that others can avoid the nightmare of working with them. I cant help but wonder how many people have been conned out of hundreds or even thousands of dollars.

Ive been here 3 times with my ARI vehicle. They do a good job. They make sure to look at all issues and solve them.

THEY TRIED TO CHEAT ME OUT OF HUNDREDS OF DOLLARS. I came in for an oil change. Appointment was at 2 and they didnt get to it until 5. When they were finally done they told me (among other things) that all my break pads were metal to metal and all the rotors needed replacing, and that my shocks were leaking oil and would not pass inspection. $1500. THEY SAID ALL THIS WORK NEEDED TO BE DONE IMMEDIATELY. I told the guy I just replaced the front rotors/breaks and he reacted oddly. I took it to a more trustworthy mom and pop store (Island Import Co.) and they said I had been lied to. All break pads and rotors were in great condition (but needed lubricating because a different NTB skipped that step last time) and my shocks could use changing but were not leaking oil and would definitely pass inspection. I will be looking into reporting this location to corporate, and have generally lost faith in big chain mechanics.

DO NOT GO HERE. DO NOT GO HERE. DO NOT GO HERE. This is the second time they have failed miserably at this location. Not sure why I went back but I certainly never will again. The first time they tried to scam me out of an air filter when I absolutely did not need one. Today they had my car for an oil change and tire rotation. I marked my tires to see if they actually rotated them and of course they did not. Tire rotation was on the ticket and they said they did it. They did not. The one employee there just walked away from me in the parking lot when I told him I marked the tires and they were not rotated. This place is a scam shop.

Yes. Merchant tires. Service. Was.

If you care about your car, dont go here, at all costs. You will waste time, energy, patience and under no circumstance does this Richmond NTB branch deserve business.Long story short, I serviced my truck here. I had been quoted from an NTB branch in Alexandria for two hours of service to fix a coolant leak near the thermostat housing. They did not have the part in town so I ordered it online. I am based in Richmond, so I went to a sister branch in Richmond for the part replacement service. For what was quoted for two hours, took this particular branch (5) days. I traveled each day by bus to pick up my car for them to tell me to come back the next day, when they sincerely could have called and told me it wasnt going to be ready by the next day.I was also told it was definitively going to be ready by the 4th day of them having my car, told them I was working that day but I would be there next morning. I showed up by bus the next day, and they did not have this vehicle ready by 8 am the next day after being for sure promised. When I showed, Rob, the branch manager explained that his technician Dante was overwhelmed with work, while he called Dante in front of me to inquire why he was not yet at work as he was late that particular morning. At that point I asked them what they could do because I had errands to run, **the branch manager Rob Nixon lent me his employees car**.While I was driving around in this particular employee, Baileys personal car, I was contacting corporate, specifically Noe Vasquez, to notify him of the situation. After explaining him this situation while I was actively driving the employee car, I thought I was within reason to ask for the whole service to be covered. After offering me an oil change for the next service, I declined, and asked him to escalate the situation to his supervisor to ask for at least half the service be covered. Of course, his supervisor denies the request and Noe offers me a cool 100 dollars.The business as a whole seems to be problematic, from customer service at the corporate level down to the store. I still am currently in the throes of pursuing what is deserved from this horrible service but as someone who took time to praise the Alexandria branch for Shannons service, I will take time to caution everyone to stay far far far far away from the Richmond NTB branch. It is a black hole and money suck for this corporation to keep this branch open.

This location was really unprofessional. I was initially quoted a 30-45 minute wait. Then another employee was screaming and swearing at his colleague who told me 30-45 minutes and then stormed out and told me there would be a 2 hour wait. He suggested I visit a nearby automotive shop, who ended up closing the door in my face and yelling at me through the door that NTB does tires, not them.

The staff was very friendly and the wait was very brief to replace both my lowbeams.

Okay—buckle in y’all. I have a cautionary tale to tell.I took my car to this NTB location for an oil change. As i’m going through the check in process, the associate looks at me and goes, “How would you like a free oil change today?”. I said “sure!” and he responds with “Well if you sign up for an NTB credit card, you’ll get this and your next oil change at no cost.” (honestly that was clever! I wasn’t upset—that’s part of their job!)I politely declined three times but the associate continued to press me to apply so I said “No thank you, I don’t want to negatively affect my credit score”...to which he replied, “Yeah my boss owes me $40. I personally applied and it hurt my credit score. It wasn’t worth it”.As someone who works in HR—one, yikes. Two, it’s really frustrating and a little heartbreaking to see someone be taken advantage of by an employer like that. But I digress.Fast forward to the next day. I came back to pick my car up and was told that “your front struts are completely collapsed and it’s a $900+ estimate on the repairs”. Thankfully I’ve been around the block enough times to know I should get a second opinion, so I declined. They told me I would be completely unable to safely drive my car if I did not consent to the repairs. And struts are no joke—if they do truly need replaced you better not drive your car unless you like near death experiences.In an effort to avoid being confrontational and flat out saying “I don’t believe you’re being honest with me and I’m going to get a second opinion”, I said “No thank you, that’s not something I can afford right now”.And you know what they told me?“Well you can always put it on an NTB credit card!”Well folks, today I got that second opinion. My struts are completely fine and “would pass for inspection in a heart beat”.This is gross. This is predatory on so many levels. Even though the oil changes are cheap at NTB, you won’t catch me back there ever again. I feel like I need ten showers to wash off the company culture of scamming and exploitation I witnessed.

Great experience

Was having problems with air leaking from tire but because its by appointment only they wouldnt check it to see exactly what I needed

My scheduled appointment started on time.

Very helpful and quick.

Outstanding service from James!

NTB on 3000 W Broad has been my go to car shop ever since I moved to RVA a year ago. I am a full time student with an old car that has a lot of problems. NTB has been really understanding and has helped me get the services I need with the cost I can afford. If you need any help just ask for the manager Robert or Bailey and they will take care of you!

Great service!

This is a great location with excellent service. Though they have had a great amount of turn over, Ive gotten the best service and most attentive folks. Today they stayed late to honor a warranty agreement. These are the hardest working guys and can be trusted! Josh and Garrett were very kind and attentive today!

Just needed a simple patch. Drove in my car about 30 minutes before close, and they werent able to do it right then. They got it right done the next morning, and didnt charge me! Solid place, and some great workers.

New to the area and needed to find a good shop to repair a busted wheel on a Yaris. The folks at this location got me what I needed at a reasonable price with great service within 24 hours and didnt BS me along the way. This will be my go-to shop for repairs and maintenance in Richmond.

This place has gone DOWN hill. Much better when it was Michelin!!! I dropped my car off at 8:00 am for a state inspection, it is now 3:51 and my car has not even been in for service!!! 6 hours my car just SAT on the lot!!!

I did not have a good experience there. Per the mailer/coupon they sent to me they were supposed to change the oil (full synthetic), rotate the tires, fill all fluids, and check the brakes for $49.99. They said they could not rotate the tires because the back ones were in better shape and needed to stay on the back. I disagree with that but will not argue because they know tires better than I do. They definitely did not fill the windshield washing fluid. They told me the air filter needed replacing for extra money. I declined this service. Once I pick up the vehicle I went straight to Advance Auto to get a new filter. When I got there and opened the hood it was obvious they had not actually checked the air filter. There was dust on the cover that was not disturbed at all. As soon as I touched the filter compartment it was blatantly obvious where I touched it. There is no possible way they opened that air filter compartment. They were just trying to sell me a new air filter. So now I even wonder if they checked the brakes or even changed the oil. I wont be going back there.

Great value, friendly staff! I waited slightly longer than I expected, but the service provided was above and beyond my expectations, as well. I would recommend them to anyone, and will definitely be doing business here again in the future. Thank you so much!

New tires at a decent price along with a warranty that can be honored at any store

Excellent service...Excellent Management

The manager was pretty nice and that is the most positive thing I have to say. Apparently a bunch of people didn’t show up for work, they were super behind, I waited over an hour for an oil change that may or may not have been done. My Oil Life light had not been reset, no new sticker applied showing the mileage, and my air pressure light was still on. Despite checking tire pressure being part of a routine Oil Change, all my tires were low when I checked them later myself. If the tires didn’t get air, the sensor wasn’t reset, AND I didn’t get an updated sticker how do I know the oil was even changed??? Honestly, 2 stars is generous.

Ive gone to this location twice within the past 5 months for oil changes. The first time was in July, they said I needed to replace my front brake pads and rotors, which I thought was weird since I had me back ones replaced in May at another Merchants location and they did not recommend it. I did not get them replaced. Instead I waited to get my car inspected in September at another mechanic shop to see what they said about my front brake pads. This shop said they were fine, my car passed inspection and no recommendations were made. I returned to the same Merchants in November to get another oil change. At this appointment they said my back brake pads were rusted and needed to be replaced. I told them I already had them replaced in May at another Merchants location. They fumbled on an explanation, looked up the paperwork on their computer, then said they were rusted because I didnt get the rotors replaced. I inquired about the quality of the front brake pads and rotors. The mechanic said they were fine. AMAZING, the front brake pads and rotors which they recommended to be replaced back in July were now FINE but the back ones needed to be replaced. These guys need to get their act together. A BUNCH OF JOKERS. There was also a price increase in the oil change, went from $23.95 to $28.95. DONE with this location.

James was great!!!

I came here for a oil change special which includes oil & filter changed, tire rotation, fluids top off, etc. All I received was a oil change, nothing else. On top of that, oil was left all over my engine and undercover. I know it’s a Honda but pay more attention to detail. Second, I asked if my tires was rotated they employee responded yes. As soon as I got home I checked and saw it wasn’t done. I didn’t bother going back because I didn’t want a shop that’s dishonest working on my car again. Seeing that this is a issues with previous customers you guys will be receiving a one star review, way to go! As I am a business owner myself I know it’s hard to maintain a business, but at least do the work you offer and be honest.

Fine service, but only used them in an emergency without the benefit of time to checking pricing - turns out, their pricing is ATROCIOUS and Id steer clear if you have options. Needed two tires installed after a road-hazard flat, they said they couldnt get my Michelins (claimed they were discontinued, though I found them elsewhere later) but recommended an identical Sumitomo tire, a brand unfamiliar to me. The total cost for two tires installed was $365 ($288 for the tires, $57 for install and fees) - later I was able to check pricing and Sams has the same tires for $190 plus $30 for install (!!!)To add insult to injury, I had asked that the new tires be installed on the rear wheels and the not-very-old rear tires moved the front (which any good tire tech would recommend for a rear-wheel drive car), but upon picking up the car I discovered that they hadnt taken the extra time to do so. I was too pressed for time to make them put the car back up on the rack to rotate the tires, so Im just doing to have to pay somebody else to do it later.I sure wish Id gotten a flat closer to a different store!

They are trustworthy and reliable

I was surprised as how quick my car was done. I heard a call and found out they were understaffed on 3/16 but they were all hands on deck. The customer service was great and when I asked additional questions they did not hesitate to assist. GREAT JOB!

My daughter is a student at VCU and got a flat time on the way to class yesterday. Josh and the evening crew were so helpful and they went above and beyond the call of duty to change her tire, even working way past closing time, to ensure that my daughters car was fixed as she had to be at work very early this morning. I am more than appreciative of Josh and the guys who stayed late to install her tires and I cannot say thank you enough. You guys are amazing!

Not even done with my experience there and I am writing a review. Was told I would get a call when my car was done, I call back an hour later and they say yeah it’s done, I ask why no one called me and the guy hung up on me. Took more days than they had expected and again no one called me so I couldn’t arrange another rental car, leaving me with no car. When you go in the staff will treat you like a cow, grab your ticket and be quiet. Do not go here, honestly scared to get my car right now, the staff is not friendly.

I feel that this business is very untrustworthy. Not only are their services expensive, the quality they put in is less than desirable. I dont feel welcomed as a customer when I walk in because the service writers were, bluntly put, rude. Business is business and I totally get that. However, putting your quality of service, trust, and dependability at risk to make more money is not an option. For anyone who is, even at the slightest, I HIGHLY recommend you take your business somewhere else.

NTB team uploads the highest standard of quality and customer service. The team was honest and serviced my vehicle which I brought in via a tow truck close to closing. Manager explained to me the issues clearly and gave me multiple options of resolution. Definitely coming back here again!

These guys were absolutely great and the opposite of a normal auto repair experience. New management is fantastic compared to the old one and I highly recommend everybody to try these guys out. My mechanic brought me in the room and explained everything thoroughly enough that a 5 y/o could understand it. Thanks Thomas, and Scott!

Brought my car in early and they were able to fix it that day - they kept me informed throughout the process and didnt try to upsell when I decided to postpone some of the work. They also honored their 12-month brake warranty without any hassle. Its never fun to have to shell out tons of money for car repairs, but the guys were friendly, professional, and got it done.

I have visited several different NTB locations and this location is by far the best. The staff far surpasses their other locations. Fantastic customer service and knowledgeable staff. They will also be my go to place when it comes to a physician for my vehicles. Thank and job well done!