Waipahu, HI
I had an appointment at 12, they told me to try and come earlier in the morning because they would be very busy. I dropped my car off at 7 am second car to get here, and now it’s 2pm and they still do not have my car ready. When I came to pick it up they told me I needed new struts and because I had already had it looked at I just wanted a second opinion I asked if my motor mount was okay. She went to the back and told me give them 10 more minutes so they can check that. What have you guys been doing for 5 hours if you need 10 more minutes! I will definitely not be getting my car EVER serviced at any of the Lex Brodie’s again !
Aloha Jasmine Cuffee and thank you very much for sharing your feedback. Please accept our apologies from your disappointing experience. Did our team member quote a time the diagnostic inspection was targeted to be done? (When the vehicle was dropped off). Please email us at [email protected] and please let us know. You noted you had a 12 noon appointment, as well as you dropped the vehicle off at 7am (after we recommended to do so) with the expectation your vehicle would get looked at sooner in the morning, then we see the invoice was billed out a 2pm. We also see that our inspection was to double check another shops inspection results and that the inspection not being charged for, as well as a test drive would likely be required to properly verify the noise concerns. Please note: when we take in diagnostic work, we normally ask for 4 to 8 hours (this is stated on our online appointment tool) to fit diagnostic visits into with our primary shop services of tires, alignment, brakes, AC, preventative maintenance and pre-determined suspension part replacement. In many cases, diagnostic work can be very time consuming (thus needs to be worked into the other appointment services). It’s a little like an emergency room visit, I have gone where I had a non-life threatening cut, but it was still pretty bad! Yet, I had sit there while numerous other patents came into the emergency room and are seen before me. Our shops a bit like emergency rooms. Many customers are literally having emergencies! Flat tires that prevent them from getting to work. Brakes grinding, also keeping them form work and school. Items like safety checks and oil changes can be scheduled and worked through the shop in a reasonable amount of time (simpler functions that can have a similar completion time for each vehicle). But, diagnostic work, isn’t a quick easy fix in most cases. Rather a lengthy process to carefully locate the cause of the concern. Which can be difficult when the symptoms tend to occur when the vehicle is in motion. Thus we gladly take in diagnostic work but work I into the other primary shop services as the day progresses. We can totally understand the frustration from this process, which is why it’s so importunate our team gives a proper time expectation for the diagnostic time. Once again, please accept our apologies for the disappointment visit. We are glad to see our team was able to verify the previous inspection and that there was no charge. We have reviewed your feedback with our team and have reminded them to give clear completion expectation times so folks can plan there days accordingly. Please feel free to provide any additional feedback to [email protected]. “TY…VM!” for your time to share you feedback so we could review and learn from your feedback. Sincerely, Scott D Williams 34 Year Lex Brodie’s Team Member
- Waipahu, HI