Honolulu, HI
Let me start by saying the customer service was good, the technicians who worked on my car were friendly and patient. The reason for the lower than 5-star rating is mainly based on the final outcome of my car's visit, most of which may have been beyond what Lex Brodie could control, but nevertheless, the rating given reflects my overall experience at the shop. I brought my car in to replace my front two tires. Upon further inspection, they found the CV boot was cracked and needed to be replaced as well as a steering knuckle. I saw it and agreed. Unfortunately for me, the bill shot up to just under $2,000!! I asked if I could transfer to my local mechanic since I couldn't afford the quote they gave me and they said they couldn't release the car to me due to liability reasons. So I was stuck! Perhaps I could've towed it to my mechanic. I understood why but it was still a crappy situation to not have much of a choice in the matter. At that point, I was without a car for a couple days now. I gave the go ahead to get the repairs down and only then did they offer a free rental car (which is a great perk that Lex Brodie offers). (On a tangent, Enterprise misplaced my reservation. I waited for almost an hour for a pickup. I called and they said I wasn't put in the system. That's on Enterprise though, not Lex, but it added to the overall cruddy experience.) When all was done, I pick up my car and start to drive off the lot and a new warning light blinks on the dashboard, beeping. Brake pad sensor warning light. I had to bring it back later for them to inspect. After another couple of days in the shop, they said they couldn't find anything wrong and don't know why the light is on. Even after they turn it off, it flashes back on. There's nothing they could do, there's no extra charge but I just have to live with the light on, which puts me in a pickle because I was planning on selling the car this year to help pay for a "new" used, kid-friendly car to start our family. A beeping warning light doesn't help the price point. I want to emphasize that the technicians were very friendly and understanding with my frustration about the situation, but when I step back and look at the results, I brought in my car initially to get the tires changed and I leave with a $1,900 bill and a new warning light that wasn't flashing before dropping it off at Lex. It's a frustrating situation especially since I've taken care of my car over the years and was hoping it would pay off when I was about to resale it.