Aiea, HI ("Pearlridge")
The very first time I brought in my Toyota Tacoma it was for an oil change and I heard a noise under my hood, but wasn't sure what it was. The oil change does take forever and they normally have your car for a couple of hours even if you have an appointment. Just a heads up. When they called me to tell me that my truck was done I asked if they figured out the noise and their employee informed me that they didn't know what was causing the noise. I was a little taken back because it seemed as if they didn't even look. I was actually going to write them a bad review that day, but had just decided that I wouldn't use them in the future. Long story short I took my truck to Goodyear and they figured out the noise and had my truck fixed within an hour. This incident happened back in January. My fiancé needed an oil change and every time he stepped on his brakes his 2009 Chevy Impala they would vibrate and there was a loud squeaking noise. It was very loud and the vehicle just didn't feel safe. He was starting a new job so I told him that I would drop off his car and he could take my truck. I wasn't really sure where I wanted to go, but Lex Brodie's is by my job. I figured that I would just drop it off and pick it up after work. My appointment was at 11:30 am on May 3. They let me drop the car off early because my shift started at 11 which was convenient. I received a call from them about 12:30 to tell me that the oil change was complete, but the front brakes would need to be replaced. I gave them the go head to work on the brakes. I got to Lex Brodie's around 4pm thinking that they would almost be done. I was mistaken though. Chelsea was behind the service desk and told me they were still working it. I was slightly annoyed because when I looked at the vehicle nobody was working on it. It was just sitting in their lot. I asked her how much longer and she told me that she would find out. She came back and said that it would be ready by six. Now my agitation had reached a new level because they closed at 6:00 and I didn't have time to wait until 6:00 due to dinner plans that I had with my mother at 5:30. I was taking my mom out for an early Mother's Day dinner. I told Chelsea my situation and she told me that she would get me a rent a car from enterprise so that I could make my dinner. What a relief and a awesome gesture from Chelsea and Lex Brodie's. I picked up the vehicle on Wednesday and used the 15% off for checking in on Yelp. That's such a big help. I ended up saving my fiancé over $52 just for checking in. However, when I left that afternoon I noticed that the vibration had stopped, but the squeaking noise was worse and even louder. After being charged over $600 you can only imagine how angry I was that my second experience with them was similar to the first and there was still an existing problem (Insert eye roll please). I called them and told them the situation and they told me to bring it back when I could. This was extremely annoying because they already had the vehicle for a day and a half. My fiancé and I work four jobs and rely on our vehicles heavily to get us where we need to go. Having to bring the car back in forth is a huge inconvenience. We weren't able to bring it in until Saturday morning. I was told on the phone that I didn't need an appointment and would be seen as soon as I brought it in by a gentleman who's name I didn't catch. So imagine my surprise when I brought it in and Serina told me they wouldn't be able to look at it until about an hour, but she would call me. I was really starting to hate this place. She called me and informed me that they needed to shave the brake pads in the front and that they would work on the rear brakes at no extra charge. I was grateful for that, but then asked her how long that would take. She told me that it wouldn't be ready until Sunday. She must have heard the agitation in my voice and offered another rent a car, but luckily we didn't need it. I am super appreciative that Serina and Lex Brodie fixed the rear brakes at no extra charge. We picked up the vehicle early today and both Chelsea and Serina greeted us. Serina handed me the invoice and told me that we were good to go. I was very grateful to these two ladies for being so friendly and professional in this stressful situation. They actually are the reason that I'm giving a five star review and will return with our vehicles in the future.