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