TIRES, BRAKES & AUTO REPAIR

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BBB | Lex Brodie's

Total Customer Reviews combines LexBrodies.com reviews and the 5 Oahu Lex Brodie’s Pages for Yelp and Google pages.

1
Honolulu, HI

Mike who is the manager, worst customer service....this guy is arrogant and a chip on his shoulder. I would never come to this location unless they fire his ass. Even his employees were saying he's grouchy, I don't care if you're grouchy, you work in a customer service environment!Scott: Thanks for writing back, I actually left a voicemail 2-3 weeks ago and have yet to hear from you. I'm going to assume that you did not receive my voicemail?!First of all, I did have my tire repaired by another tire company while I placed an order for a new tire. They were concerned enough that driving with a nail in my tire was dangerous and atleast temporarily patched my tire until the new tire arrives. This to me is customer service, rather than telling me I'm a "rock at a hard place" and refuse help with a temporarily solution.Secondly, Mike offered towing only when I asked to speak with his manager which is you. This makes me wonder, he decides to offer this solution ONLY because I asked to speak with you? Why was this not offered in the beginning instead of telling me I'm a "rock at a hard place"?At this point I just feel this is the worst customer service treatment by someone you call a "manager". We live in Hawaii, train him in customer service. You're other employees are much friendlier. I will email you.

"Aloha Mr. W, "Thank You... Very Much!" for sharing your feedback with us. We listen and look into all our customer feedback carefully and neutrally. First, we would like to apologize for a frustrating visit. Please contact me directly with / for more information at [email protected] I pulled up your visit and talked to Mike and it appears your concern was due to the fact Mike would not repair your run flat tire that had signs inside heat and cracking damage while driving on the tire without air. Please note, the BMW dealer (normally... in every case we know of) will recommend replacing run flat that has been punctured and run with no air. At Lex Brodie's, we will attempt to repair as long as we do not see any signs of heat build or stress damage to the side wall from running with no air. Mike saw clear signs of stress on your tire so he needed to refuse to repair. He stated you insisted for him to repair the tire, but he refused. It seems this is where your frustration arrives. Understandable; "It's my tire, I say fix it!". Yet we say we won't fix it... We are very careful to only perform services that are safe for our customers which protects them as well as us a company. Mike did also mention he offered to tow your car to a location of your choice rather than to have you drive out on your flat, run flat tire. He stated you declined that offer. Please note, Mike offered to tow your vehicle at no charge for you, which means he was willing to pay close to $100 to tow your vehicle rather than to perform a service he felt strongly as unsafe. It appears his motives were in the best interest for you since he was going to have the company spend money to accommodate you even though we were under no obligation to do so. Mike documented on your invoice that the inside tire wall was "cracked". That being the case, he made the right call to not repair the tire. A down fall to many of the run flat vehicles is there are no spares, so you were stuck. A very understandably frustrating position. And we were in a danged if you do / danged if you don't scenario; fix the tire and result in a possible tire failure while driving / don't fix the tire and have an upset customer. Unfortunately, we need to error on the side of caution and not perform a questionable repair. Please let me know if you have more questions or concerns. Best to contact me at [email protected] We look forward to an opportunity to serve you again in the future. "TY...VM!" Scott D. Williams President"

- Honolulu, HI
4
Kalihi, HI

Lex Brodie's is one of the best places to go when you have a problem with your vehicle. With the condition of our roads here in Hawaii I'm thankful for a place such as Lex Brodie's. On more than one ocassion I thought that I had to replace my tire(s) and then I took my car to Lex Brodie's and they actually fixed my tire stating that it was a slow leak and that they could replace it. I was worried that I would have to spend $200 or more for new tires but then they fixed it and rotated my tires and it only cost me about $25.00 thank you. It always seems that when you are short on time is when you need your tire fixed but on the occasions that I needed this type of assistance I have been fortunate to have been taken care of in less than an hour. The two most recent times were really great. The first one took place at the Kalihi location and it was almost closing time yet they waited for me to come down to their shop and fixed my tire on the spot. All the other places I had called were closed or closing and would not wait. If I had waited till the next morning I would have had to pull out my spare tire and put it on my car and then drive down there with that little spare tire but the guys at Lex Brodie's Kalihi waited for me to drive there so that they could repair the leak right then and there. Now that's customer service at its best!!! The second most recent occurance took place at the town location...for all of you who have been there before know that they are ALWAYS busy. But once again I got lucky and they squeezed me in and fixed my tire within the hour. I will recommend this place to anyone needing auto servicing, or repairs.

"Thank You... Very Much!" for the very detailed and wonderful feedback. We will pass it along to our team. Your feedback will serve as an additional motivation to do our best to make our customers day better. We look forward to serving you again in the future. Sincerely, Scott D. Williams President

- Kalihi, HI
4
Kalihi, HI

Lex Brodie's is one of the best places to go when you have a problem with your vehicle. With the condition of our roads here in Hawaii I'm thankful for a place such as Lex Brodie's. On more than one ocassion I thought that I had to replace my tire(s) and then I took my car to Lex Brodie's and they actually fixed my tire stating that it was a slow leak and that they could replace it. I was worried that I would have to spend $200 or more for new tires but then they fixed it and rotated my tires and it only cost me about $25.00 thank you. It always seems that when you are short on time is when you need your tire fixed but on the occasions that I needed this type of assistance I have been fortunate to have been taken care of in less than an hour. The two most recent times were really great. The first one took place at the Kalihi location and it was almost closing time yet they waited for me to come down to their shop and fixed my tire on the spot. All the other places I had called were closed or closing and would not wait. If I had waited till the next morning I would have had to pull out my spare tire and put it on my car and then drive down there with that little spare tire but the guys at Lex Brodie's Kalihi waited for me to drive there so that they could repair the leak right then and there. Now that's customer service at its best!!! The second most recent occurance took place at the town location...for all of you who have been there before know that they are ALWAYS busy. But once again I got lucky and they squeezed me in and fixed my tire within the hour. I will recommend this place to anyone needing auto servicing, or repairs.

"Thank You... Very Much!" for the very detailed and wonderful feedback. We will pass it along to our team. Your feedback will serve as an additional motivation to do our best to make our customers day better. We look forward to serving you again in the future. Sincerely, Scott D. Williams President

- Kalihi, HI
5
Kalihi, HI

I love Lex Brodie's. They have always been very friendly and courteous when I've been there for my various car needs. Today they were able to get me in for a small repair even though they were busy, and while I was waiting, every employee that passed me gave me a warm greeting. They are quick but thorough, and willing to go the "extra mile" for their customers. I'll be back for sure!

"Thank You... Very Much!" for the very kind feedback. We'll pass it along to our team! We look forward to serving you again in the future. Sincerely, Scott D. Williams President"

- Kalihi, HI
5
Kalihi, HI

I love Lex Brodie's. They have always been very friendly and courteous when I've been there for my various car needs. Today they were able to get me in for a small repair even though they were busy, and while I was waiting, every employee that passed me gave me a warm greeting. They are quick but thorough, and willing to go the "extra mile" for their customers. I'll be back for sure!

"Thank You... Very Much!" for the very kind feedback. We'll pass it along to our team! We look forward to serving you again in the future. Sincerely, Scott D. Williams President"

- Kalihi, HI
4
Pearlridge, HI

My wife called several tire shops and only a few had our tires in stock.. We decided with Lex Brodie's for several reasons:1) The main reason for my wife-walking distance to Pearlridge mall.2) They were able to take us in that day.3) 2 other tire shops that had our tires in stock, but they are situated in secluded areas. 4) At the time they offered a deal, get 4 tires you get a $100 discount so Lex Brodie's was a good deal.When we arrived there was a good amount of people there. But we were quickly greeted and offered help. I believe our mechanic's name is Freddie. He answered my wife's questions on the phone and seemed nice when we met him in person. This location had a nice waiting area that offered free coffee and water. There was a flat screen TV and several reading material. Check out their website for deals.Yelp 31 day challenge catch up: 23/31

"Thank You... Very Much!" for allowing us to serve you! "TY...VM!" for the wonderful feedback! Sincerely, Scott D Williams President"

- Pearlridge, HI
4
Pearlridge, HI

My wife called several tire shops and only a few had our tires in stock.. We decided with Lex Brodie's for several reasons:1) The main reason for my wife-walking distance to Pearlridge mall.2) They were able to take us in that day.3) 2 other tire shops that had our tires in stock, but they are situated in secluded areas. 4) At the time they offered a deal, get 4 tires you get a $100 discount so Lex Brodie's was a good deal.When we arrived there was a good amount of people there. But we were quickly greeted and offered help. I believe our mechanic's name is Freddie. He answered my wife's questions on the phone and seemed nice when we met him in person. This location had a nice waiting area that offered free coffee and water. There was a flat screen TV and several reading material. Check out their website for deals.Yelp 31 day challenge catch up: 23/31

"Thank You... Very Much!" for allowing us to serve you! "TY...VM!" for the wonderful feedback! Sincerely, Scott D Williams President"

- Pearlridge, HI
4
Pearlridge, HI

4-Stars are an awesome rating from me, especially, if it's the first time. Very helpful staff, great customer service, friendly and attentive (Barney Griggs). Tip: MAKE AN APPOINTMENT ONLINE at m.lexbrodies.com/Appoint to ensure your place, and service is guarranteed. This is a very popular place with high ratings, so "walk ins" may take a little longer (like a day, or maybe more). So, get online and make an appointment.Their Website lexbrodies.com gives a pretty good timeline on how long the repair is going to take. Finally brought the wife's car in to get the "bearings" replaced... didn't know it was the bearings until I took the Head Mechanic around for a spin. An expensive replacement, but glad these guys (and gals) did it for us! You've got a repeat customer! D

"TY...VM!" for your wonderful feedback! Especially for our online appointment procedure (which is a fairly new initiative). We are always looking for ways to help serve our customers better. We look forward to serving you again in the future! Sincerely, Scott D Williams President."

- Pearlridge, HI
4
Pearlridge, HI

4-Stars are an awesome rating from me, especially, if it's the first time. Very helpful staff, great customer service, friendly and attentive (Barney Griggs). Tip: MAKE AN APPOINTMENT ONLINE at m.lexbrodies.com/Appoint to ensure your place, and service is guarranteed. This is a very popular place with high ratings, so "walk ins" may take a little longer (like a day, or maybe more). So, get online and make an appointment.Their Website lexbrodies.com gives a pretty good timeline on how long the repair is going to take. Finally brought the wife's car in to get the "bearings" replaced... didn't know it was the bearings until I took the Head Mechanic around for a spin. An expensive replacement, but glad these guys (and gals) did it for us! You've got a repeat customer! D

"TY...VM!" for your wonderful feedback! Especially for our online appointment procedure (which is a fairly new initiative). We are always looking for ways to help serve our customers better. We look forward to serving you again in the future! Sincerely, Scott D Williams President."

- Pearlridge, HI
1
Honolulu, HI

I did a walk in safety check once, had a good experience. Second time I called ahead to get appointment. I showed up and they told me no one was certified to do my safety check. I had to leave and reschedule. I wish they could be more professional and called to inform me I didn't need to come in. Never happened. I called to speak to the manager, who offered a 10% discount which was nice, but considering that is only $3 off a safety check and I make more than than that for the time I had to take off, I didn't think it was a fair compromise. Very disappointed in the service this local business had to offer considering the time it has existed in Hawaii. The manager (Mike) made up some bull sh** excuse they had a new system and they are working out the kinks. Those who read may think this is little, but its the little things that keep consumers coming back. Lost my business.

Aloha and "TY...VM!" for your feedback. Can we get more info and your mailing address? One, we would like to offer a $50 gift card for future service for the frustrating experience. Also, could you send more info; did you call or use the online appointment system? (The online appointments are the new system we have up where I could think something may have happened). What day did you come in? (Seems like Sunday, only regular day we do not have an safety inspector). Did you do your safety check already? Please e-mail me at [email protected] . "TY...VM!" for your time and patience. Sincerely, Scott D. Williams - President

- Honolulu, HI
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