Honolulu, HI
Let me first give praise to Sales/Service technician Kevin. He went above and beyond to clean up the prior to associates oversights (or lack of training) - on the day of service. That guy is gold and knowledgeable. However, although my service was on Friday 4/27, I called Monday and got a quote from Malie for inner/outer tie rod repair ($634 add $99) for alignment. Great deal after, having called 5 other dealers who quoted $800 - $1,000. She advised I call the day before if I want service to have parts ready. I did just that. On Thursday, I called the shop and spoke to Durrard (Gerrard). I made my appointment, asked if the parts could be ordered so no hiccups the day prior. Told him about my call on Monday to Malie. All is well, see you tomorrow he stated. Day of appointment, price is $100 more than i anticipated and guess what, no parts ordered. Had to order via NAPA. Luckily, Kevin stepped in because I was about to leave. I am a researcher who trys to plan for all contingcency and be efficient. I was a bit frustrated but did appreciate the hands-on service performed on the vehicle. It is driving better than expected and that was the ultimate goal.