Kaneohe, HI
I normally am not the type to leave reviews because I’m pretty laid back and understanding of circumstances but this was a terrible customer experience for me. The online appointment scheduling needs to be fixed if choosing tire replacement because it does not ensure the tires you order are at the location for your appointment date. I scheduled an online appointment; chose my tires and services, and received the online price quote. I arrived at my appointment and I spoke with a sales rep (taller Caucasian male wearing a backwards cap). I told him I had an appointment and he did some typing on his computer and confirmed the services I made online. He was not helpful nor informative, basically just wanting my keys after giving me a price quote $50 higher than the online price quote. After I showed him the email containing the online pricing, he did some price adjustments apparently and told me it would cost the same as the online price I got when I made the appointment. The front parking lot was full so he told me to move my car to the back lot and then bring my keys back. After moving my car and bringing my keys back, the sales rep saw me standing at the customer service counter but he was in the customer waiting room. I literally stood at the counter for a good amount of time before the other sales rep (shorter local male) came to help me. I gave him my keys and asked for an estimated wait time. This is when I found out the tires I ordered 3 days ago were not even at this location! He told me they needed to be picked up from the Honolulu location and could not give me an estimated time for anything. I was more bothered at the fact that the first sales rep I initially spoke with left out this detail even after he asked me if I would be waiting while they service my car. I will say the second sales rep I spoke with was definitely more helpful and informative, trying to find solutions and at least offer other options; wish I spoke with him from the beginning. Three and a half hours later my car was finished (I was only replacing the 2 rear tires). After getting my car back I noticed the tag number they normally hang from the rear view mirror was placed on my dash camera instead and was blocking a majority of the front view. My camera alerted me that it had auto saved files, which usually only happens when the sensors receive abnormal movements or jolts. Watching the saved videos, I was disappointed to see the employee who moved my car from the workstation to the rear parking lot, do a quick pull (hard acceleration) on the street going back to the rear parking lot just for fun apparently. He makes the comment “oooo, she has some kick to her” after he guns the accelerator on my car. I see absolutely no reason why he had to do that and all it did was show a total lack of respect for your customer’s vehicles. To be completely fair, the other times I’ve brought my car in for tire services were great. I guess it just depends on who is working that particular day.