Honolulu, HI
Rude staff was hung up on when inquiring about a service after following up on a quote for a job I was trying to have them do
Aloha Mr. C. M. (invoice number 1387085). Please accept our sincerest apologies for the unprofessionalism you received on your call. Your question about only paying the parts deposit up front, and not the labor, was a very fair question! Although most customers do pay for the full amount as a deposit, you could / can just pay for the special order parts up front. (We'll review your call with our team for various points, but will highlight the special order parts process). We are checking on why we mentioned we would call you back for the deposit amount, when the parts were listed on your invoice. Either we needed to verify the parts we found were truly available, or there was a breakdown in communication where we though you would contact us if you wanted to put the deposit down (which you were trying to do today) and you understood we would be calling you back. Either way, it's our responsibility that our communication is clear. We could have documented they deposit amount on your invoice, or we should have document were going to call you back with the deposit amount. At this point, I can put you in touch with Gerard one of our Queen Street managers. And we can provide 25% of the quoted labor if you willing to allow us to have another chance to serve you. Please email us at [email protected] and let us know if you would like us to still assist you. If not, we totally understand. If so, please share the best mailing address for us to send a $25 Aloha gas Card for the trip into our shop that was not helpful. Once again, please accept our sincerest apologies for the understandable frustration from your visit and today phone call. (we will use you call and visit to help improve our team). Wishing you all the best! Sincerely, Scott D. Williams 35+ years Lex Brodie's Team Member
- Honolulu, HI