TIRES, BRAKES & AUTO REPAIR

Lex Brodie's Tire, Brake & Service Company BBB Business Review

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

2
Honolulu, HI

Hang on to your wallet!Tire Oversell. Meh. I've experienced better, and that better experience USED to be at Lex Brodies! Except for spending the 1990s on the Mainland, been a customer since the 1970s. Always recommended Lex Brodies to friends. But lately, it seems they're no better than any other rip-off mechanic, always wanting to sell me the entire four tires instead of the one I need.Didn't used to be like that. Back when the venerable Mr. Brodie owned his business, the sales staff wouldn't push extra sales on this customer. Recall asking if I needed to replace all tires and was told it wasn't necessary. I was impressed and trusted them. But that was decades ago. Anymore, it costs $1,000+ to get anything done there, tires, brakes, etc.I KNOW how auto mechanics scam unsuspecting people, especially women and older people who don't know their way around the internal combustion engine, so I am very cautious about getting repairs. At least I took classes at the Pearl Harbor Auto Hobby Shop back in the day, so I'm not completely in the dark. Here's a dead giveaway: When I said I'll just drive around on the spare until I can afford to replace all four tires (money isn't the issue, merely a convenient excuse), the sales person just shrugged. No dire warnings of what the entirely different spare would do to my drivetrain, warranty, blah, blah, blah! As for voiding any warranty, hardly applies to an ancient vehicle with 160,000 miles on it. Buying four new tires is a waste of money when it's on its last legs. In this economy, do we really need to be gouged? From what I've researched on-line, this "requirement" to replace all four tires is just a way to force owners to buy more tires than they need. As long as the specs match up, the Type, Section Width, Aspect Ratio and Rim Size are all the same, no need to replace all four tires, except in a few specific vehicle models. Check your owners manual to be sure. There is some discussion about whether the one new tire can be "shaved" so its diameter matches the worn ones, but good luck getting a tire dealer to do this when they want to sell you four or five new ones! Besides, a change in the tire pressure changes the diameter by more than shaving does! Will try to buy the one tire I need from another dealer. This is America! Unless it's the law, not going to buy more tires than I need, regardless of who says so. Safety Inspections. Recommended LB to a friend for a safety check and they would not pass it twice, not for anything safety related. His window tint was peeling at the edges. After he removed it, they still wouldn't pass it because he had a GEICO printout of his insurance cards instead of the snail mail versions. After two visits to LB, he took it to a service station and it passed on the spot. I was embarrassed I recommended Lex Brodies to him and stopped promoting it to anyone. A few years ago, I was told to buy all four tires for another vehicle before they would pass my car inspection. Once burned, twice shy. I now get my vehicles inspected at the corner gas station. Customer Service. I've also gone there and been ignored by the sales staff. One time I watched the staff rush out to help some guy who drove up in a sports car while I was standing there waiting for someone to even ask what I needed. Why I've given them so many chances is beyond me. Obviously based on my early experiences when it was still privately owned. No more. Tofa Soifua.

"Aloha and Thank You... Very Much! For your detailed thoughts and concerns. First, I would like to ask if we are able to re-inspect your vehicle to see if you truly needed 4 tires. Only in All Wheel Drive and some 4 Wheel Drive vehicles do the vehicle manufacturers require you to change all for tires. (Please note; the vehicles that have the highly tuned drive trains, where the 4 tires need to be replace (per the manufacturer) has only been a concern in the last few years. But, it is becoming a more prominent issue as new drivetrain technologies evolve. Please refer to our Car Care 101 Article: "I Need to do What? - a 4WD Tire Buying Guide" for more information.)You can change 1 tire at a time, in many cases. Did our team member say you could not? I would like to re-inspect your vehicle. If all four tires were worn down below 2/32nds (the legal worn out level), then we would need to replace all 4. We can only work on a vehicle when we feel we can send it out in a safe manner. If a customer drives in, we can let them drive out if there isn't an immediate safety concern. Unfortunately, we cannot put on used tires as loaners as we could before. After the last Firestone recall, our insurance company will not allow us to install used tires due to the liability exposure it has. In the old days we would do it to help out our customers when the budget was tight, but today we simply cannot, even if we wanted to. We had a mainland trainer in this week that told us about an employee who was permanently injured when he did what a customer asked (when he was just trying to make the customer happy). We are the experts, we know better, we MUST do what is proper, even if the customer doesn't understand why. We do not like having an unhappy customer! We want to help, but we must follow what is proper and safe as much as possible.But, once more, we would like to re-inspect your vehicle to see what was really needed. We have a LB Customer Bill of Rights: #2 is we will never recommend something that is not needed. If this ever happens, we take strong corrective measures on our end and we even give the customer a gift card based on what was recommended that was later deemed not a proper recommendation. We work hard for 100% customer satisfaction, and when we fall short, we work hard to correct things!For the safety check concerns 1) before January 1 2013, the State of Hawaii required the original no fault card, it was the law. But, it was changed 1/1/13 so now we can take copies. We are careful to follow the law for the safety inspection so we don't lose our license. Some shops don't follow the rules, but that eventually catches up to them. 2) peeling tint requires the vehicle to be failed.The safety inspection code is not our standards, it's the State's. We simply implement their program. Again, we hate that by doing so, some customer get upset. But, once more, it's a Safety Inspection. We need to follow the inspection process to protect the customer, other drivers on the road and our company.We don't receive complaints about recommending items not needed very much. If anything, our guys go over board to not recommend items, even when they are scheduled maintenance items. One of our core values is Compassion. We feel for our customers, but we do still need to follow what is proper and safe.I hope you allow us to re-inspect your vehicle to verify proper or incorrect inspection. Please contact me at [email protected] We want to make sure you were properly treated and proper recommendations were given.Fa'a FeTai Tele Lava! (Two of our Honolulu managers helped with that!)Take care.Sincerely,Scott D WilliamsPresident

- Honolulu, HI
5
Waipahu, HI

This is one of my favorite places to get quick things done on my car. Air is free, gas is cheap. Safety checks are quick. Customer service is awesome both in person and over the phone.I blew a tire and was able to come in SAME DAY to have my tires replaced (and I have a weird sized midget car that most places don't carry the tires for). The follow-up service on the tires is great -- included warranty, free rotations, etc.The only other location I've been to is Queen Street.. and while they're cool, I think Waipahu mo betta

"Thank You... Very Much!" for the kind words! TY...VM for allowing us to serve you, we look forward to helping you again in the future when needed. Sincerely, Scott D Williams President

- Waipahu, HI
5
Honolulu, HI

I can be such a cheapskate and procrastinator sometimes so I'll let something go for as long as I can just so I don't have to fork out money. I had picked up nails on 2 of my truck tires and bought a tire-plug kit to patch them.This lasted for a few months but then they both started to slowly leak. I figured they were still holding up ok. I just had to fill them with air every couple of weeks. Slowly but surely, the air filling became more frequent. Then, one of them had a blow out on the freeway, the tread ripped off the tire, pieces went flying everywhere. Thankfully there were no other cars around me at the time. So now I had the spare on and figured this would be fine for awhile. Then I picked up a nail in the spare, too! Pfft. Now I had 2 questionable tires and no spare so I knew I had to give in and get new tires.I decided to hit up Lex Brodie's and am glad I did. They gave me a decent price on a set of tires and got them changed out quickly. They also removed the shredded tire that blew out and replaced it with one of the old tires at no charge. That was really nice of them.Since the truck incident, I've also had to get a tire patched on my car. (WTF is with me and nails in my tires?!) They also did this quickly and gave me a discount since I was returning customer. Again, really nice of them.The service at Lex Brodie's is great. I'm sure I'll get more nails in my tires so I'm sure I'll be back.

"Thank You... Very Much!" for the very kind and detailed feedback. We will pass it along to our team and Jack, with get our "Caveman Currency"! (Our internal employee recognition program.) We look forward to serving you again in the future. Sincerely, Scott D Williams President

- Honolulu, HI
5
Waipahu, HI

This is one of my favorite places to get quick things done on my car. Air is free, gas is cheap. Safety checks are quick. Customer service is awesome both in person and over the phone.I blew a tire and was able to come in SAME DAY to have my tires replaced (and I have a weird sized midget car that most places don't carry the tires for). The follow-up service on the tires is great -- included warranty, free rotations, etc.The only other location I've been to is Queen Street.. and while they're cool, I think Waipahu mo betta

"Thank You... Very Much!" for the kind words! TY...VM for allowing us to serve you, we look forward to helping you again in the future when needed. Sincerely, Scott D Williams President

- Waipahu, HI
5
Honolulu, HI

I can be such a cheapskate and procrastinator sometimes so I'll let something go for as long as I can just so I don't have to fork out money. I had picked up nails on 2 of my truck tires and bought a tire-plug kit to patch them.This lasted for a few months but then they both started to slowly leak. I figured they were still holding up ok. I just had to fill them with air every couple of weeks. Slowly but surely, the air filling became more frequent. Then, one of them had a blow out on the freeway, the tread ripped off the tire, pieces went flying everywhere. Thankfully there were no other cars around me at the time. So now I had the spare on and figured this would be fine for awhile. Then I picked up a nail in the spare, too! Pfft. Now I had 2 questionable tires and no spare so I knew I had to give in and get new tires.I decided to hit up Lex Brodie's and am glad I did. They gave me a decent price on a set of tires and got them changed out quickly. They also removed the shredded tire that blew out and replaced it with one of the old tires at no charge. That was really nice of them.Since the truck incident, I've also had to get a tire patched on my car. (WTF is with me and nails in my tires?!) They also did this quickly and gave me a discount since I was returning customer. Again, really nice of them.The service at Lex Brodie's is great. I'm sure I'll get more nails in my tires so I'm sure I'll be back.

"Thank You... Very Much!" for the very kind and detailed feedback. We will pass it along to our team and Jack, with get our "Caveman Currency"! (Our internal employee recognition program.) We look forward to serving you again in the future. Sincerely, Scott D Williams President

- Honolulu, HI
1
Kaneohe, HI

from December 2012: Arrived for a safety check appointment that I had made 3-4 days prior (after walking in that day), but my name could not be found as having an appointment. Fortunately, the 'person' scheduled for my 3:00pm appointment did not arrive, so I was able to obtain the safety check anyway. I specifically requested the removal of the previous sticker, and very careful re-application of the new sticker, due to a trunk opening applique that was cut around the already applied safety check stickers. It was also notated as such on the invoice. The service was performed rather quickly, within approximately 20 minutes, finding out that the technician wanted to accomplish it before leaving for a late lunch. Upon inspecting the new sticker, it had been applied over the existing sticker, and did not even match the alignment, so it was crooked as well. I brought this to the attendants attention, and instead of waiting for the technicians return, opted to receive a phone call when he did, since I lived only a short distance away and returning would not be an issue. 2 hours later I did not receive a phone call, having to make it myself and spoke to the safety check technician Gerard. He stated that HE does not remove previous stickers since doing so, there is a high possibility of damaging the car's bumper, hence he just ignored the instructions. I asked to return, and if I could remove the old stickers myself, which he was ok with. Unfortunately, since he was leaving for the day, I had to wait to return the next morning (today). I have 2 issues with this service that I received. Although I was able to return and obtain a new sticker, applied correctly after I had removed the previous one, 1) all that needed to be done to avoid this situation was to ask me (as I was in the waiting room) if I wanted to remove the sticker myself since the technician did not want to take the chance of damaging my vehicle. That simple explanation would have sufficed. However, it is contradictory to my previous experiences where once they had me remove it, and another time, they did it themselves. As Gerard said, it varies by inspector. In any case, if instructions cant be followed, the customer should be notified immediately for options. The new stickers did not even adhere to the old ones, coming off easily in ONE piece when removed. 2) Upon returning for the replacement sticker, I have never felt like I was a burden or a customer that was begrudgingly serviced as I did today. I chose your establishment due to my long service history with you (at the Kaneohe branch) and opted to PAY for the safety check, when I could have obtained it for free at my Acura dealer, simply because of the service expected. I was greeted today uncomfortably, and Gerard was not particularly apologetic at his actions, causing me to return a 2nd time (and after NOT receiving the promised phone call regarding the situation). Nor did he say thank you or 'sorry' upon reapplying the new sticker. He simply walked away when done and went about his job as if there was no issue, even stating "I see it all the time" when I related the difficulty in removing the old sticker. If he is so experienced with these issues, I would definitely expect him to be more accommodating and at least be able to speak with customers addressing their concerns rather than blatantly disregarding their specific instructions. In addition he seemed to have a serious lack of customer service, not wanting to stay a bit late to resolve my problem the first day which HE created, after NOT calling as I had requested (when I DID call, it was apparently just before his shift ended), and not acknowledging the issue when I was forced to return the following day (fortunately I could return the next day!). Questionable service aside, I will need to greatly reevaluate whether or not I will return for any other service on my vehicles in the future.

Aloha C.H., "Thank You... Very Much!" for your feedback. I/we apologize for the disappointing experience and wasted time. We do recognize, that our customers time is their most valuable asset and we need to always be attentive to not waste their time! I am an inspector as well, I personally prefer not to remove the old stickers as well since, in some cases, we can get blamed for an old scratch or a new one caused by removing the sticker. And in other cases, the sticker will come off in pieces and you need to sit there a few minutes patiently pealing the little pieces off! But, I do agree, we should have notified you of our concern and ask if you would want to peal the sticker off. and I have noticed the new stickers do not stick as well as the older versions. Can you give me your invoice number? Please confirm it has the correct mailing address. Also, I apologize for not seeing the previous e-mail you referred to. Where was that one sent? Used this same response link? I will be discussing you visit with Gerard. He is normally very responsive and gives great customer service. You feedback will be valuable to help reinforce the importance of always remembering our customers times is extremely valuable and to always bring our "A" game every day, all day long. "TY...VM!" for your patience and allowing us to serve you. Sincerely, Scott D Williams President

- Kaneohe, HI
5
Pearlridge, HI

Bought 4 new tires and I was impressed with the prompt service I received, as well as the great value!

4
Honolulu, HI

Friendly staff. Helpful.

5
Pearlridge, HI

This was my first visit to Lex Brodies Pearlridge, and now this is the ONLY place I will trust to service my vehicles. The staff and servicemen were, in my opinion, "Top notch and friendly, the best gathered all in one place"

5
Honolulu, HI

Always excellent service.

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