Waipahu, HI
TOTALLY UNSATISFACTORY Service. In February I stopped by Lex's to get a safety check on my car and found out they do it by appointment, neat I thought for my next one on my truck I would go to Lex and be in and out. I then took the car down the street to Firestone, was in and out in 15 minutes with the safety check and great courteous service. When my truck came due for it's safety check, I called and made an appointment for 11:00. When I checked in Robert Rose, the sales rep, told it could be 45 minutes, a little long I thought, but it was probably a CYA time. I sat down in the waiting room, with a good view of my truck, which had three cones on the hood. In about 10 minutes at guy came over, checked the lights, horn, wipers, brake and signal lights, and tooted the horn, I had been there 15 minutes, out of here soon I thought. He took one cone off the hood and left. About half an hour later he came back, opened the door, looked for a second at the plate there, closed the door and took the other two cones; not being in a rush, I figured I would see how long it actually took to get out of there, so I did not complain to the management, just watched. In a few minutes, he came back out with the stickers and put them on the truck, 45 minutes, just in the time frame they gave me. The truck sat there for another 15 minutes, until noon, time for the next appointment, and they moved it. It was another 25 minutes before the sales rep, not the clerk called me up to pay, 1 1/2 hours after I got there. I told him how long it had been and Lex had earned a one-star rating today, he did not say a thing, just finished processing my card. I signed and gave him another "this was unsatisfactory", as I went out the door he said "I am sorry for the delay", to which I replied "totally unsatisfactory". From now on my business goes to Firestone, the lady next to me had been waiting for her car since 0900 and was also not a happy camper.
Aloha Mr. Forsyth, Thank You... very Much! for your feedback. I / we completely understand your frustration. We have learned, that our No1 way to upset a customers is to waste their time (which is all of our No1 asset). We have found what happened to delay the collection; our on duty cashier was sent to pick up tires from another store, the salesman went lunch during that time... and no one picked up the ball to collect the invoices that we ready. (Which was how you ended up waiting the extra time). Please accept out sincerest apologies for this incident. Also, please accept our apologies for the lack of empathy at the collection as well. We have a Customer Bill of Rights that serves a Promise to our customers, a mission statement to our team and the first 3 give our team a way to address our top customer concerns. Lex Brodie's Customer Bill of Rights No2 is our Completion Time Promise; it gives our team a way to show our apologies when we miss our Promised Completion Time... Our team member should have recognized the obvious frustration and disappointment, and then shown they cared and apologized and offered our Missed Completion Time Promise discount. Which in your case, would negate most of the Safety Inspection Charge. At this point, we will refund your complete invoice for the safety inspection, as well as send an additional Gift Card with the hope you'll allow us to serve you again in the future. Please email me at [email protected] and confirm the mailing address is correct on your invoice and well send the refund and gift card out next week. On a side note, we truly value customer feedback as a tool to help improve. Your feedback is resulting in some disciplinary action and procedural changes. Thank You... Very Much! for your feedback, patience and understanding. Sincerely, Scott D Williams Executive Director & 29 Year Lex Brodie's Team Member
- Waipahu, HI