Kaneohe, HI
Terrible experience. Haven't enjoyed the service there since they let Asst Manager Jordan go last year. I called first to see if they had time to check my brakes because they were making a deep grinding sound on the Right side only---and was told yes, come on in. I drove 33 miles to get there and dropped off my car at 11am. Walked to the mall to wait around. Never heard from anyone all day so I called at 3:30 and Gina said they hadn't gotten to my car but would before the end of the day. (Being a Saturday, the end of the day was 5pm.) I never heard back so at 4:30 I walked over and saw my car sitting in the exact same spot on the street, with my wheels turned the exact same way I'd left them, indicating that my car hadn't moved an inch. The manager on duty told me he checked the brakes and couldn't do anything because he "couldn't find a part". In 6 hours he couldn't find it??? It only takes 3 hours to get all the way around the island. He further told me I need an entire "overhaul" and it would cost me over $600. Unreal. I just had brake work done last January. And how can he know the extent of the repairs when he never actually had time to check it? Plus, as far as the so-called part he claimed nobody had, guarantee if I would have called O'Reilly they would have had it. Regardless, that is a steep price to quote on a car that was never checked. When I mentioned the price is high, he impatiently started counting on his fingers about all the various elements I'm required to pay for that goes into the cost. I've been a customer there for many many years. I've seen several managers come and go, various mechanics and office personnel. I've dealt with plenty of men there who are nothing but condescending when they see a female walk in the door (and I've overheard the way they talk to female customers on the phone and how they act when they hang up the phone.) I've even been the one on the phone with them and they're actually laughing about the quote they're giving me. I knew after Jordan left that I'd never be back because he was the most professional and most respectful of them all. And after waiting for 6 hours on them to repair my brakes, only to come back and see they hadn't placed my safety as a priority....I told them to give me my keys and I left for the last time. I won't be back, and as a long-time committed customer, you can thank your manager for that.