Kaneohe, HI
In November 2020 I had my tires replaced and alignment done at this location. After getting into my car after checkout, the alignment chart was left on the seat. I noticed that the right front passenger camber was still "red" (-3.8) and not aligned. When I called to inquire they said that was normal and that sometimes you can't get it fully aligned. Since I don't know much about cars I accepted this answer and was happy with their service at the time. Occasionally since November, I could hear my right front passenger tire rubbing when I made a sharp right turn to my wheel. I thought it was just gravel/rock noises and didn't think my tire was rubbing on my wheel well. Recently I found a worn down area in my wheel well that was not there before I had my tires replaced in November. I took it back this week for a safety check, oil change/filter change, battery check, brake check and to have my alignment rechecked. The tech called me and said I needed my battery and rear brakes replaced. I okayed the plan. I also asked what was going on with my alignment and if I had to pay for another alignment. The manager then came on the phone and explained that because my tires were newer and therefore thicker, that was the cause of the wear down in my wheel well. So basically he's telling me that if you get new tires it's normal for them to wear down your wheel well... When is it ever normal for a properly fitted tire to wear down your wheel well? He went on to explain that since my tires were bald before, that's why it never happened. I have owned this car since 2017. The tires were not bald when I purchased the car and I never had an issue with my tire rubbing on my wheel well till I had them replaced at this location in November. The manager said they would realign my car and let me know if I needed to bring it back for further work. I did not have to pay for another alignment and truthfully I feel stupid that I paid for it in November when it wasn't done correctly. Maybe that's why they conveniently leave the alignment chart in your car for you to see after you've paid, instead of the receptionist giving it to you at checkout with the other paperwork. In the afternoon I got a voicemail from the receptionist saying my car was ready for pick up. I was able to make it in before closing to pick up my car. I was told by the receptionist that everything was done including the alignment. After paying and getting in my car I see the new alignment chart on my seat. The right front passenger camber was still in the red and now -3.9. I had no explanation from a tech over the phone or at checkout to let me know it still is in the red. After doing research and speaking to a couple other shops there is no reason that my car should not be able to be aligned properly. Leaving values in red can cause tire wear, handling and safety issues and Lex Brodie's had no problem with me driving away like that - twice. If the camber needs repairs or additional attention why wasn't that addressed with me? Why wasn't I told by a technician at checkout that I still needed to bring my car back? Also, it's my understanding (after researching this issue) that camber is adjusted with a single bolt - how could this possibly be an issue that cannot be addressed? I switched to lex Brodie's from my previous shop due to trust and communication issues and now I'm just running into the same problems. I now have permanent damage to my wheel well that lex Brodie's did not offer to repair or pay for. Who knows what other problems this is causing for my car. I'm really disappointed in this business and feel like I was taken advantage of for not knowing enough. After spending $800 at their location for other services, you'd think they'd want a returning customer. That unfortunately is not happening. My faith in Lex Brodie's as a reputable auto repair shop is gone.