Honolulu, HI
*Update - I have included the pictures of various time quotes in response to the owner response. Also, this issue clearly runs deeper than just this one time, read a lot of recent reviews basically saying the same them. Also, just seeing the condition of your shop shows what kind of management is happening - there were broken down printers stacked in corners, the seating area was covered in dust and clearly hadn’t been even thought about since Covid bc the seats were still separated as such, there was trash on most of the surfaces, and anywhere you looked was clutter. Maybe your mechanics do good work, but your management doesn’t. Picture 1 - the quoted time on their website; if I’m making an appointment why would I expect the same time as a “walk-in” and ASAP means as soon as possible, so either it should’ve been 2.5-3 hours or ASAP. Not 4-6 hours Picture 2 - the email after making an appointment that says four hours, and then later says expect minimum 2 hours for oil change Picture 3 - no it was not finished in quoted time, again the oil change took OVER 8 hours Your response of not being just a lube shop is fine, but then don’t allow customers to schedule an appointment for only an oil change then. ** For an oil change, just go to Jiffy Lube. We made an appointment for an oil change online and it said to expect 2 hours. Then we get the email confirmation that says expect 4 hours. We drop the car off and check it in a few minutes before our appointment time and they tell us to expect 4-6 hours. OVER EIGHT HOURS LATER the car is still not done. No text response, no call updates, nothing, just an almost 9 hour oil change that cost more than a jiffy lube oil change and takes 10 times as long.
Aloha Nicole D., thank you very much for your feedback. May we ask for some more I formation so we can look into for you? Can you forward up your email confirmation for your online appointment. Customers can make “Waiting Appointments” or schedule “Drop Off” visits. There is a paragraph that does share to expect at least 2 hours per service, we added that in case a customer tries to book multiple service late in the day. For the drop off visits we share the 4-6 hours time frame for most Drop Off visits. Sounds like you scheduled a Drop off which we do share the 4 to 6 hours since we need to work those in with the previous Drop Offs and the numerous Waiting Appointments we have for the day. If a quicker time is needed, we recommend making the Waiting Appointment. Please note, on our oil change page we do note we are not a Quick Lube! We are 3 shops in one: Tire Shop, Auto Repair Shop and then the Lube Shop (which was the last services we added since our tire customers and auto repair customers requested us to do so). Jiffy Lube is just the Lube Shop… We are happy to provide oil changes and vehicle maintenance, but with our work load and our “3 shops in one”, we need to ask for the time that we do. Our Queen Street store is a top 5 nationally in volume for tire and auto repair retail customer volume! That said, our team should have kept you notified if we were not going to meeting the expected completion time! We stress this continuously! Please accept our sincerest apologies that this didn’t happen! We completely understand the frustration that can cause!! Please email us your invoice number and please co firm your mailing address. We have a completion time Promise that sounds like may be applicable for your visit. We are eager to look into for your and are very appreciative for your patience. Please text your invoice number and mailing address to [email protected] Thank you very much in advance for this added information. Sincerely, Scott D Williams 37+ years Lex Brodie’s Team Member
- Honolulu, HI