What a bunch of clowns!I had been here three times before and had been generally pleased.Today after arriving for my appt.(made in advance) I was told it would take about an hour, as I was next in line (an hour for an oil change? wow) I left to get lunch & do some shopping. When I returned (80 minutes later) I found that the service had not even been started.Nobody seemed to know anything, but one lady said they could "rush" it. They pulled the car into the bay, and then the service guys started to disappear. A rep asked one to help and was told that he was leaving for his lunch break. No one was there to work on the car.I stood alone for a while and finally just got in my car to leave. They may have been having a bad day, but someone of responsibility should have made things happen and/or make things right with the customer. Instead, employees scattered like cockroaches from a bright light. An extremely poorly managed place. I'll never go back.
Aloha, "TY...VM!" for sharing your experience and concerns. We truly appreciate our customer's feedback since it helps us know what we are doing well and also what we need to improve on or where training needs to take place. I/We are very sorry for your experience; we understand our customers time concerns and even make it a focus to be sensitive to their time constraints, to the point that we have a business card designed specifically to set and clearly announce our waiting/promise time, clocks that go on the vehicles dash board the visually let the staff know when the vehicle promise time is and a program to refund our customers based on a set formula (which we will do in this case, even though no money was spent!). We are also upgrading our point of sale system that will send us messages as we near the end of a customer's promise times and the work is not complete. Finally, we even will put a customer in a free car rental when we cannot meet a promise time and the customers have to run to another obligation. We ran commercials last year where I was asking if the viewer's went somewhere where they received poor service, I was referring to a similar experience I had at a Dr.s office, I ended up doing the same thing... I walk away very upset. But, I did give them a second chance understanding we are human and we all make mistakes; and I have receive very good service since. All businesses will fail from time to time, but do they care? Well, WE CARE! Your experience will result in renewed implementation and training of policies that should have been implemented to help prevent this experience. Had we finished your vehicle that day, we would have missed our promise time by an hour (car was received at 12:30, the invoice closed after you left at 2:01... work would have been done by 2:30 since was up on the rack.) and assuming you are going to perform the service you'll invest another hour getting it done; so, we use 2 hours as the amount of time we missed the promise time. Per our Promise Time formula, we will apply $48 toward a future service (since no money was spent on this visit). We will also review your feedback in our weekly sales and managers' meetings and will retrain our promise time procedures. "TY...VM!" Please e-mail me at [email protected] lexbrodies.com and we'll mail you the gift cart toward future services.
- Honolulu, HI