Honolulu, HI
The most abysmal customer service I have ever encountered in any industry. I can't even comment on their repair service because I couldn't get that far-- the customer service was just so bad that despite the inconvenience, I just have to take my car elsewhere to do the repairs. I asked for an estimate, including an explanation for what might have caused the problem (for insurance purposes) and could not get the customer service rep (Mylee?) to care enough to do anything I asked. She just kept rattling off prices and services I was not asking about and could not/ would not answer a direct question about what was wrong with the car. She would ignore specific requests for information and just keep upselling random other services that I had specifically told her I would not be having done until a later date. I specifically told her I needed to do just the brake pads first (not the tires, and lug nuts, and anything else she might want to throw in there) and she just kept quoting me prices for the whole service altogether. I must have tried three separate times to get an answer on how much the brake pad replacement alone would cost and she would quote the price for everything and tell me she recommended getting the tires done too. Impossible to get an answer out of her. I would have though that it was just an annoying sales tactic but I don't believe she was at any point listening to me long enough to realize what I was requesting. She was completely unhelpful when I dropped off my car, not bothering to answer my questions or listen to what the problem was (I told her five different times about various problems I was having and watched as she typed into the notes "needs new brake pads" without even looking at the car or listening to me.) I thought about calling management after my first interaction but was too busy. Amazingly, she managed to be even more unhelpful when I called to ask about the estimate. She kept spouting off the names of parts and services and when I asked her what those parts did or why I needed the service/ how urgent it was she would respond with a price. it was like having a conversation with a automatic check out machine. I finally hung up because I couldn't seem to get any remotely useful information out of her. In addition to her complete lack of technical knowledge (or at least an inability to explain technical knowledge in laymen's terms) she was also incredibly, consistently rude. She obviously had no desire to be helpful, at all and didn't bother to mask how little she cared about my satisfaction with her work. Normally I wouldn't give a whole shop a bad review for one bad employee, but unfortunately all of my efforts to find someone else that might be helpful were thwarted and I kept getting sent back to Mylee. It was like a bad nightmare. Now I have to take the time to find another shop and start over.