Honolulu, HI
I guess it's time to find a new shop for tires and small repairs. For twenty years this was the place, but as they say all things must change. In this case not for the better. My last three experiences of 2022 have been anything but routine and convenient. A safety check, which is the biggest, most worthless waste of time and money. Took three hours..... Granted they had the class not to charge me for the inspection. But had I been billing by the hour, thats 10 bucks an hour..... Then needed to have two new tires installed. Made an appointment online and still nearly hit the three hour mark to have two tires mounted, balanced and installed. The whole process takes less than a half hour for two tires, if that. Then yesterday, one of the tires aforementioned, blows out on my way to work. Change the tire, drop it at Brodies and I'm told that they will call when ther tire is ready to be installed. At that point, I'm thinking I may just make it in to work for the last half of the day. Waiting, waiting, boredom, nap. I wake up at 5:30 and no one has called about my tire. So this morning I wait till 10:30 to call, as I overheard a couple of employees saying that half their labor staff decided to take another holiday. So I call, and it's still not ready. I ask how long is it going to take to install the tire once it's been mounted. And he quotes me an hour and a half. I mean at this point, salvaging anything is lost. I'm not unreasonable, it just appears that a biz that once weas reliable, and accountable for their customers time. Just is uninterested in doing what made them successful in the first place. Instead you will get extra "hawaiian miles". Gee thanks.........
Aloha Mr. Emm, Please accept our apologies for the frustrations from these visits. Please call the store (808-536-9381)and ask for Kapua or Gerard, they are looking for your tire in the shop so we can locate and finish its service asap! (We don't see an invoice or history under "John Emm"). Aloha, some follow up notes: The lengthy weight for this last loose tire is understandably very frustrating! Hopefully you got ahold of Kapua & or Gerard to help take a care of ASAP! Unfortunately, due to the volume of customers we have daily that have "emergency" and unexpected tire and brake concerns, we do our best to spread out the non-urgent work with appointments (such as oil changes and safety inspections). We work to get the "walk in" emergency work (tires, flat repairs and brakes) onto the open racks. Then we work to get the appointments on the racks with our "Next Rack Up" process (so the goal is to get the vehicle with an appointment up on the next open rack) and in and out as soon as possible. Our racks are almost "always" full with walk-in work that we work in in between the appointments. Unfortunately, delays can happen on cars on the racks, so delays (or back up) can occur. Thus, we ask for the longer completion times so customers can budget their days' time. For this current visit, for the dropped off wheel, I fear it must have fell through the workflow process and missed as we were working to get the vehicles in and out. As you noted, if we have team members out for flu, covid or other issues... that will add delays in the work processes as well. But our customers should not be inconvenienced due to staffing issues! (We even closed the Kalihi store to consolidate our crew to better serve our customers!) Being we also have team members on vacation (during this holiday period), it's a perfect storm for possibly work delays... If you would, please emails us at [email protected] and share any additional information you would like to share. We will share with our team and use for training and team improvement... "Thank You... Very Much!" Scott D Williams 35+ Lex Brodie's Team Member
- Honolulu, HI