Aiea, HI ("Pearlridge")
I am writing to express my dissatisfaction with the service I received during my recent visit to your Aiea location. I had a scheduled appointment for tire service at 1:30 PM and arrived on time at 1:00 PM. However, I was left waiting for an unacceptable hour and 25 minutes without any updates on the status of my truck. To add to my frustration, I observed staff prioritizing customers who walked in without appointments while I remained in the waiting area, under the assumption that my truck was being serviced. How could it be that after confirming my appointment, my vehicle had not moved by 2:25 PM? This situation is incredibly disappointing. In light of this experience, I chose to contact Lex Brodies in Waipahu for assistance. Upon explaining the situation at the Waipahu location, the front desk promptly expedited my request, and within 15 minutes, they were already attending to my truck. This experience has led me to conclude that Lex Brodies in Waipahu offers significantly superior service compared to your Aiea location. I sincerely hope my feedback prompts improvements to ensure that future customers do not have to endure a similar experience.
Aloha Mr. Vasquez, thank you very much for your feedback. We were able to find your 1:30 waiting appointment that has the 1 1/2 hour completion time (from the appointment time) promise of by 3:00pm. (please note, we have a "Next Rack Up" policy which basically means the racks are normally full, but our goal is to get you up on the next relevant rack for your service. In some cases, the shop could be backed up and running behind where a previous appointment still needed to go up. BUT, if there are delays, our team should have let you know!) We see the Waipahu invoice was opened at 2:43, about 18 minutes after you left the Aiea store. Then we see the Waipahu invoice was closed at 3:48 PM. Please note, the Aiea store is busier than the Waipahu location, which can explain why they had an open rack at the Waipahu location. (Good timing for a repair for that store!) For the Aiea store visit, there was a chance the Aiea team could have completed the repair by 3PM, but it seems they may not have. Thus, as a result we would like to offer our $20 completion time refund for likely missing their 3PM completion time. Please confirm your mailing address by emailing us at scottwilliams@lexbrodies.com We will review your feedback with our Aiea team. It'll be hard to verify at this time, but the vehicles you saw get worked on before your vehicle could have been for other services (such as safety checks) which have different bays and team members who perform those services. If someone came in after you for a tire service, they should not have gone up before you! We'll see if our team can determine if they were simply backed up or if they somehow missed your vehicle. Do you recall if your vehicle had a red hat on it? (Sometimes, although rare, our team can miss putting the work order hats on the vehicles.) Please let us know! Please accept our sincerest apologies for understandably disappointing visit. Sincerely, Scott D Williams 36+ year Lex Brodie's Team Member
- Aiea, HI ("Pearlridge")
