I am writing to file a compliant the NTB store located at 13171 Northwest Freeway, Houston, TX 77040. My husband and I own a 2006 F-150 (with relatively low mileage) that my husband regularly has serviced at the previous mentioned location. On December 15, 2008, my husband took his truck to have the oil changed and the vehicle serviced. The DAY AFTER my husband got his oil changed the check engine light came on and then went off. This happened a few times until this Saturday, January 17, 2009 when the check engine came on and then stayed on. I took my husband's truck to a Ford dealership on January 19, 2009 to run a diagnostic check on the vehicle. We found out from the service department at the dealership that the air filter inside the vehicle fell apart and damaged the air filtration system in the truck. My husband had only driven 500 miles since the oil change on December 15, 2008 so it’s unusual that the air filter fell apart so quickly after the oil change when the air filter was supposed to have been checked in during the oil change as part of NTB’s “preventative maintenance check” according to its website. NTB’s website also guarantees customer satisfaction with the products and services it provides. I do not feel that my expectations have been met at this time.

After diagnosing the problem on my husband’s F-150, the Ford dealership said that we speak with NTB about the air filter and sharing the cost of the repairs. My husband went to the above mentioned location to talk about the problem with the location manager, Lorenzo Bahena on January 20, 2008, and he found out that the guy that had completed the last oil change on his truck had been fired. He was also never told by this individual that the air filter was damaged or needed to be replaced, but we started having problems the DAY AFTER the oil change. I believe that the former employee damage this air filter during his “preventative maintenance” check. I spoke with Lorenzo Bahena after I filed a formal compliant with NTB. He told me there was nothing he could do about the damage since it was not NTB’s air filter despite the fact the truck started having problems on December 16, 2008 the day after my husband’s truck was serviced at his store location.

My husband and I paid the Ford service center $627.26 for the damage that was caused to his air filtration system. I think NTB should have to cover this cost since we did not have any problems with the truck prior to having it service at NTB.