Waipahu, HI
Our family has been coming to Lex Brodie's since the late 70's and I used to love the service I got here. But now it seems the service seems to be going downhill. I haven't been here in a couple of years since I bought my last set of tires from them since I've been taking my vehicle to the Toyota dealer to take of my tire rotation and alignment under warranty. Now that my dealer warranty expired, I decided to go back to Brodie's where I bought my tires and that's when I noticed things have changed a lot. The first thing I noticed was that a service rep didn't greet me and process my paperwork outside in the garage area like before. Had to go into the office to check in with an office clerk. Then, it seems odd that they wanted me to sign up for an alignment warranty plan even before checking if my vehicle to see if it really needed an alignment in the first place. They wanted me to choose between a couple of warranty plans in advance and put it on the service invoice "just in case" it needed alignment. Seems like an aggressive way to get your money and it kind of develops a slight feeling of mistrust. I know that the alignment computer print outs can easily be modified to say your vehicle is out of spec because I have heard that there are some businesses that routinely fudge the alignment paperwork to help you pass recon inspections. I am not saying Brodie's is doing this but this aggressive tactic of "before the fact- just in case warranty-automatic charge" makes me question the integrity of Lex Brodie whom I never questioned before. I'd feel more comfortable to see proof of the defect first and have it explained by a mechanic rather than a clerk in the office trying to sell you a warranty plan in advance, put on the service invoice "in case it needs it" and then when you return to pickup your vehicle, they say something was wrong and they automatically billed you. Seems like they don't want to bother to contact you after they find something wrong and take the time to explain it and they rather have it automatically billed in the guise of the warranty plan to save them time and manpower. I don't like this new business strategy. I could be misunderstanding this entire process but I couldn't help noticing the clerks in the office playing tag team on me trying to explain themselves. When I questioned how much my alignment was off spec, one person in the office said the alignment papers should be on the seat in my car. Then another said, oh I found our copy and then showed it to me after only after I questioned about how much the alignment was out. Seems a bit fishy that I would have to pay first and then get in my car to get the paperwork to find out how much my alignment was out. I couldn't help but feel like I just walked out some sketchy business after that. The employees were nice, but they seem sneaky. Maybe they are just following some new management rules imposed on them so that they can keep the company profits up. I think I might go to back to Sears where they don't play this game.