Honolulu, HI
The only reason for giving one star is the fact that my service advisor, Ben was very helpful and attempted to provide a satisfactory experience with this service for my Lex Brodies Interstate battery, in fact I give him, personally, 5 stars. I bought the original battery in May 2016. It failed in approx 1 year. It was warranted for 5 years with a two year FREE Replacement. It was replaced. I have returned two or three times to have this replacement battery serviced since it has had the same track record. Less than two years later, it failed again. I had to call AAA Towing to assist in starting the vehicle and was able to drive into the Kaneohe location yesterday. I asked if I needed an appointment to have the battery checked and the service advisor said to bring it in to be checked. That was about 1030 am. I waited patiently and then about 4 hours later I enquired about the vehicle status. Ben returned and showed me a paper that indicated the battery needed to be replaced. So what choice did I have. Do it. In about a half an hour, I was told my vehicle was ready. After I paid the bill for approx $100, I asked about the warranty on the battery realizing the time was less than Two years since it was installed as a New Battery. I was told that he had attempted to have it replaced for free under the warranty, but the Manager would not approve it. I asked to speak with the Manager and Kyle appeared. I introduced myself and he said he would look at the paperwork. I asked why I was having to pay for a new battery with a pro-rated discount since this was the SECOND failed battery. I reiterated the 5 year warranty with a 2 year free replacement which seemed simple enough for my understanding. The response I received from Kyle was, "That's not the way the process works". Rather than argue, I said I would take it up with Lex Brodie's upper management. I was thoroughly disappointed with this experience since I have been a loyal customer and very satisfied with my experiences at the Queen St location. Upon leaving, I drove to All Pool and Spa in Kapaa Quarry and when I attempted to start my vehicle, it was dead. I called Lex Brodies/Kaneohe and advised them of the issue. He said they'd be waiting. With the help of All Pool and Spa employees and a mechanic they summoned, I was able to re-start the vehicle. I took it to Tonys Autowerks and he cleaned the connections since they were loose and dirty. This should have been basic maintenance when the battery was replaced. Needless to say, there was no need to return to the marginal service at Lex Brodies/Kaneohe.