Honolulu, HI
FROM A ONE STAR TO A FIVE STAR. On April 1, 2017, I made an appt. online to have my SUV repaired and the earliest day they had available was on Monday, April 3, 2017. I made that appt. and called them to see if I could drop off my SUV over the weekend since I didn't want to drive it due to a service light being on. No problem, they said. I dropped it off and that's when the nightmare began. The service rep. seemed nice and appeared to know what they were doing. On Tuesday, the service rep called to let me know what the problem was and that a part had to be ordered. The status of the part was unknown and if the dealer had it available on island. The service rep. said they would call me back with the status of the part. Since I have not received a call back from the service rep., I called and spoke to the service rep. This seemed to be the biggest flaw this service rep. had that they forgot about the "service". Fast forward three weeks later. The service rep. kept coming up with excuses after excuses why the part was delayed to the point after inquiring the status, the service rep. finally admitting that they didn't know why it was taking so long. My opinion was that the service rep. wasn't doing any follow up. I finally got to the point of being infuriated with the service rep. and demanded an answer. The service rep also finally admitted that the part had to be "made" as it was not available from any of the dealers locations and/or warehouse. This was hard to believe as my SUV was a Ford Explorer. My last call with the service rep was telling me that the part had been shipped and that it was in transit. I asked the service rep where the part was in transit? The service rep said she didn't know. I told the service rep that it was hard to believe that she didn't know as most shipments can be tracked. The service rep said that she would check with the dealer and call me back. No call back received. After three weeks of receiving SHITTY service and made up excuses, I finally spoke to the store manager. The store manager Gerard said he would look into it and would call me back. He called back as he said that he would. In a matter of about four days my vehicle was repaired. Gerard kept me updated which I appreciated. From three weeks to a matter of four days. Gerard also assured me that they would help with my car rental which I had for three weeks and he did. He also gave me several discounts and personally followed up with me. I've been to Lex Brodie's at Queen Street and have dealt with Cooper and Jim with no problems! Both Cooper and Jim are excellent with providing Customer Service. The service rep mentioned in this yelp review, I have never done business with and will NEVER EVER will I go to this service rep. In my personal opinion, the service rep should be FIRED!!! Lesson learned, go to the service reps your comfortable with even if you have to wait for them!!! Big thanks to Gerard!!!! Will I go back to Lex Brodie's? Yes! Don't let one rotten apple spoil the whole barrel! The five stars is for Gerard for his assistance and to Cooper and Jim for always providing great customer service! Thank You! Lex Brodie's management, you can contact me and I will provide the name of the service rep with the SHITTY customer service.