Kaneohe, HI
Terrible experiences at the Lex Brodie's in Kaneohe. Since it seems only 5-star reviews make it onto the website, my honest review that I submitted over the weekend through their survey wasn't posted. I have been a regular customer for many years and never truly had great service. This past Saturday I called ahead to see if they had time to check my brakes because the right side was making a deep grinding noise, and was encouraged to come on in. I drove 33 miles one way and dropped off my car at 11am. I walked around the corner to the mall and never heard from anyone all day long. I called at 3:30 and Gina told me they hadn't gotten to my car yet but they would before closing. I asked "when do you close?" and she said "at 5pm". So I told her if I don't hear back in an hour, I'll walk on over. Sure enough, no call. I walked over at 4:30 and got there before closing. My car was in the exact same spot on the street, with my wheels turned to the exact same position as how I'd left them, indicating that my car hadn't moved an inch. I spoke to Gina in the office and asked about the results. She didn't have any information on my car so she went out into the garage to get Gerard (the current manager). I heard him say in a really arrogant tone, "I'll talk to her" like he was already being defensive. When he came inside the office, in front of a male customer, he started telling me that they did look at my brakes and that "they're baaaaaaad, really baaaaaaad." Advised that I should leave it there and get a rental until Monday. He said they never had a chance to do repair because they're waiting for a part. I asked "so I need more than just new brakes?" He said "Oh yea you need a total overhaul, you're looking at maybe $600+" and I asked him "How can you tell it needs an overhaul just from a visual inspection, the car was never driven into the garage or lifted or anything in the whole 6 hours it was here? And I just had brake work done last January?" As a single female, I'm not being rude, I'm just looking out for myself that I don't get taken advantage of so I ask questions. Gerard insisted that they never had space for my car inside the garage all day and that there's a part needed that nobody has. And that although it only takes 3 hours to get all the way around the island, they couldn't find anyone with this unnamed part in a 6-hour time span, or couldn't be bothered to call me earlier to let me know they weren't going to be able to get to my car after all on such an important safety issue so I might have a chance to find another garage before the end of the day. I told him that the cost sounds like a high estimate, which clearly annoyed him as he began impatiently counting on his fingers all the various charges that make up the cost I would pay. This is not the only time I've received poor service or have witnessed staff delivering poor service to others. Gerard included, there are many men there who are and have been condescending to women. I've overheard them on the phone while I'm at the counter, I've observed them when they hang up from being on the phone, and have been on the receiving end as well. For example, my previous estimate there was given over the phone by a man who thought it was so funny to quote me $1700 for a repair to my 2004 vehicle and was trying to be cute on the phone saying "are you sure you want to know?" and just kept laughing about the estimate. Which was totally inappropriate and frustrating for someone like me trying to pay for everything I have myself with my hard earned money and have to go to places like this where I'm not treated with respect or taken seriously. After this last visit, having to ask for my keys at the end of the day when I saw that they hadn't placed safety as a priority, even though they told me to come in, and waiting around 6 hours for nothing, this long-time committed customer will never be back, and you can thank your so-called manager Gerard for that.