It is not only laughable but sad that when put on hold there recording says they are safety first and care about there customers. As I called in and heard that when I was pulled off on the side of the highway with my hood that just flew open and afraid to drive my truck with it now pulling so hard to the left with four new tires.
The lifetime tire service plan is a great value and makes tire maintenance worry free. The staff is respectful and they take the time to discuss options with you. They really made me feel like they are there to serve rather than push a sale which is why I keep going back. They have a very comfortable outdoor seating area and lots of food and shopping options close by if you have to wait. They also offer the option for customers to drop their vehicle off while they are closed with a secured mail box in front, a great benefit for those that can't make it in during business hours.
Aloha
I went in with a truck that drove straight needing two new tires and after spending $738 on four new tires it pulled hard to the left. Also when leaving I was paying attention to how hard it pulled to the left that I did not notice my hood was not latched which flew open as I started to get up to 55 on the highway. Lucky tho it did not bust my windshield or do any damage to hood itself and I was already being cautious making sure I could pull off due to it pulling so hard to the left. I did ask for an alignment when I went in as my steering wheel was a almost a quarter turn off to the right but it drove straight and I told them that when I dropped it off. After 3 hours they said they switched my tires but could not do the alignment, due to my right lower being bad (when leaving my steering wheel was half turn to the right instead of a quarter) and they also wanted me to switch out a lug nut that was supposedly cross threaded by someone else for $77 (Lug nut cost $4.24).They did my tires rotation last?
Great personal service. I got my tires and front end alignment while I was working. This was my fourth experience with Lex Brody's. I'm a believer.
Update: Two weeks after previous call
Manager called to follow up on my negative review. He let me know he did an investigation after returning from vaction into complaint and found the pulling to the right was due to bad upper and the hood was apologized for. I explained that Midas was able to do my Alignment without issue and my truck was driving straight (no Bad Upper) and my hood was crimped on the ends that I did not notice at the time when it flew up at 55 mph. He did not wish to reimburse me for the Midas work that his team could not do or replace my hood as they did not note the damage when I went back to have them try to re-fix my alignment.
Update: Three weeks later
Second when I was stupid enough to return and have them "fix" the problem that didn't exist before I bought new tires from them that day, the mechanic brought me in the shop and said "look I'm spinning this(the upper rod nut) and the tire is not moving as it is supposed to" I asked how that's possible if its moving which it was. He was spinning the whole thing and needed to put a wrench on bar to hold so tire would move. After that was pointed out to the "mechanic" the tire moved? While sitting there the front end sales person was kind enough to make it a point to come tell me three separate times they aren't charging me for fixing the issue that 1. they never did fix and 2. most certainly caused.
I went in to do a safety check inspection at the end of the month. Not a good idea. But they took me in anyway. They gave me heads up about the wait time (~45 min) due to several people before me getting the same thing done.
I waited in the waiting room area. They had plenty of seats, drinks, and other refreshments you could want in a waiting area. One of the workers even brought us some pastries from Safeway while I was there.
A person(young lady) called to follow up on my issue. Once I went through all of what happened, I asked what was the purpose of the call, she hung up the phone.
I towed my van Thursday night and called Friday morning to find out when they can take a look. I was told that afternoon but no return call. I call Saturday and was told somebody will take a look that day. No call, left voice message on Sunday. Finally, someone called that it was the starter and the part was available. I approved the repair and it was ready at the end of the day. I hated that I had to get a rental for 3 days because I did not know when someone can look at the van. They're good at the repairs but horrible on follow ups.
So First off All of the front end on this truck was redone less than six months ago(everything New, rod ends upper and lower bushings upper and lower and bushing in sway bar) all drove straight with only issue being steering wheel off a quarter turn to the right(almost half turn when I left with my 4 new tires the first time).
In the end, I ended waiting for 45 minutes till my car was ready. The time did fly by a lot faster than expected. This was largely due to the excellent and friendly staff and the many different commodities they offered in the waiting room to keep the customers entertained and comfortable.
I hope they do acquire better management and better "mechanics" as it is a nice shop and price is on point.
Lex Brodie S Tires Hilo is a US Car Repair based in Hilo, Hawaii. Lex Brodie S Tires Hilo is located at 170 Wiwoole St, Hilo, HI 96720, USA.
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