Mavis Tire - Cedar Hill Arvostelua 

I have been a longtime customer of NTB/Mavis and have serviced the majority of my vehicles with this company, but after my experience at the Cedar Hill location, I will be taking my business elsewhere.

I walked into the store after speaking with someone on the phone about getting my vehicle serviced. His name was Tam, but over the phone it sounded like “Tim.” When I walked in, I asked Q for Tim. Instead of simply trying to figure out who I was talking about, Q responded, “Aww bro, we don’t have nobody here named Tim.”

I explained that I had literally just spoken with him before coming into the store. Q then said he was probably from the call center. A few minutes later, Tam walked in from helping another customer outside and confirmed that he was the person I had spoken with. Tam even explained that people frequently mistake his name, Tam, for Tim.

Fine. Mistakes happen.

But unfortunately, the customer service got worse from there.

I was getting ready to have my vehicle serviced when Q asked if I purchased my tires from Mavis. I said no. He immediately told me that I would have to pay for a tire rotation because I didn’t purchase the tires there.

Here’s the problem: Q had access to my service history and could see that I have had my vehicle serviced there multiple times and received tire rotations there before—despite never purchasing a tire from them.

Instead of checking my history, checking for any current promotions, or simply explaining the policy professionally, his response was essentially, “I guess I can see what I can do to waive the fee.”

That attitude was the final straw.

This was NEVER about paying for a tire rotation. It’s about how you treat a loyal customer.

Don’t tell a longtime customer they’re going to be charged a fee without first doing your due diligence, especially when your own system shows their previous service history. And don’t make it sound like you’re doing the customer some huge favor by potentially waiving a small fee.

At that point, I decided NOT to have my vehicle serviced and walked out.

I’ve spent years doing business with NTB/Mavis and have never experienced this kind of treatment. Unfortunately, one interaction can absolutely change whether a customer continues doing business with you.

I also want to address Nikki, the former manager at this location. I found out this week that she is no longer with the company, and honestly, that explains why the customer experience feels completely different.

Nikki was the reason I continued coming to this location. She was professional, knowledgeable, positive, and made sure her customers were informed and taken care of. She understood that customer service is about more than just making a sale or collecting a fee.

BRING NIKKI BACK TO THIS LOCATION!

The difference in the customer experience is night and day.

I left without getting my vehicle serviced because the entire interaction—from the moment I walked through the door to the way the tire rotation situation was handled—left a very bad impression.

Mavis Cedar Hill: you didn’t lose a customer over a tire rotation fee. You lost a customer because of the way that customer was treated.

After years of doing business with NTB/Mavis, I’m officially taking my vehicles somewhere else.

Management needs to seriously address the customer service at this location. Loyal customers should be appreciated, respected, and properly taken care of—not made to feel like they’re asking for a favor

Very professional staff. Attentive and efficient.

Mavis in Cedarhill, TX is the location i would suggest for anyone to take their car to. Nikki the manager is professional and knowledgeable. Great personality and customer service. Also, Que the mechanic did a great job on my Luxery vehicle. This location is awesome! Thank you. Stephanie R.

I went to the Cedar Hill Mavis Tires location a few weeks ago to get my daughter's brakes checked, and they said she just needed brake fluid and didn't charge us for it. So, I had a good experience. So far, her brakes are doing better.