I have NEVER written a review, however today I was EXTREMELY disappointed by the lack of compassion this place had, that I strongly feel I wouldn't be doing my part as a consumer by not writing one. When I got home after waiting 3 hours for my car to get new tires, balanced and aligned, I walked around to check the tires. Not only did they not clean the rims after mounting the (4) new tires, they scratched and dented them really bad. Had it been a couple of scratches here and there, I wouldn't have bothered. I wouldn't waste my gas, money and spend more of my time fighting traffic if it was a couple or even a few scratches. But ALL rims were scratched dented and ruined by some kind of unknown substance that now, WON't come off. I could understand if my car was in bad condition and it wasn't well kept, but I take time to take care of it and I'd KNOW if there's new dings and dents. After returning back to Lex Brodies in Aiea, not one not two but FOUR guys came out, looked at the rims and said that either I "brought it in like that"& or "the machine that holds the rims to change the tire does NOT hold the rim in that manner". An older white man with a beard even had the audacity to tell me that I "do not know what I was talking about", and that the black transparent residue IS from "oxidation". He obviously needs to take bedside manners 101. I don't care what profession you're in you do NOT under any circumstances demean your customers. It creates a bad rep for you and that, is bad for business. Their carelessness and disregard for other peoples vehicle is really what is sad. We the consumer isn't entrusting you with just a car or rims, we are entrusting you to care for the vehicle that holds our children, our family and loved ones, as if it was your own. It's not what happened that defined them, it's how they handled the situation. And it was handled very poorly. I understand liability, who wants the responsibility when things go wrong?!? I can also understand that we are all human beings and we all make mistakes. . . .But all 4 rims?!? Tip: #1- Take pictures before and after getting service done on your car. (Sad, but comes in handy if necessary)#2- Always inspect the finished product thoroughly before leaving their premises.
Aloha. I / we apologize for any transaction that seemed to "lack compassion" and gave the perception of an unprofessional response. We will look into this more. Moving to the facts in dispute about the wheels: It seems our staff was very confident the wheel "spider webbing" was a corrosion issue and appeared it could be a defect in the wheel finish / wheel production. The store manager (35 years + of experience), Vice President of Mechanical (25 years + of experience) and lead Lex Brodie's sales person (15 years + experience) all inspected the finish issue and all were very sure we could not have caused it. They state that they suggested to the driver to take it to the dealer to have them inspect it. They mentioned that the driver mentioned that the wheels were bought from the dealer 3 years ago. Thus, our staff suggested to take it to the dealer to have them see if it is covered under warranty. We feel that your #1 tip would have protected us. I have been with Lex Brodie's for 27 years and have had documented cases where folks have felt the same way; "We always check over our car and know what damage is on it before we came in", yet we have had cases where we can point the damage out on our cameras when the vehicle pulled in. We have also hade occasions where we have had multiple third parties inspect the damage and state it is 100% old and we could not have caused it. We stress to our team to point out fresh looking damage to our customers to help prevent these types of disputes. But, they state that with the wheels on this vehicle, they saw the finish issues, but "knew" it was old and preexisting and looked to have been there for a while and thought that was on the obvious side, so they didn't what to insult our customer by pointing it out. But, we clearly have different views for the damage. In these cases, we highly suggest getting a third party involved. We would recommend our insurance, who will work with your insurance. They hire outside third party experts to inspect the damage to see if we are responsible, or try to explain what they see. We are very good at accepting damage that we cause, or feel we could have caused. We have even received the ONLY International BBB Award in Customer Care (for any business in any industry in North America! We received it in DC!), which was earned by how we so earnestly work to take care of our customers. Please contact me at [email protected] so we can get your information to give to our insurance company so that they can make arrangement to inspect your vehicle. I hope you agree that this is a fair resolution. Have outside experts inspect the damage and make a determination. We understand that you feel we did this and that is a big part of your frustration. But, please recognize, that the fact that the wheel surface of all four rims had this damage, may actually point to the strong possibility/reality we didn't cause this damage. At this point, we are stating, let's let outside experts make the determination. This removes the protective vehicle owners and a shop out of the formula, therefore there can be a resolution. Once again, please accept our apologies for any frustration that was a result of visiting one of our shops. We hope we can get it satisfactorily resolved. Sincerely, Scott D Williams President
- Pearlridge, HI