ComplaintsforLex Brodie's Tire, Brake & Service Company

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I would like to dispute for the charge from *** Brodies in the amount of $923.92. The charge was for replacing the alternator in our car. The alternator was replaced, however we had to bring the car back due to water leakage from the radiator. We were told that we needed a new radiator. We never had any problem with water leaking before the repair work was done by *** Brodies replacing the alternator. We believe that damage was done to the radiator when replacing the alternator. Therefore, we do not think that we should have to pay the $923.92, because we had to pay again (over $1,000) to replace the radiator. In addition to the radiator problem, there were parts missing from the car. The protective shield and fasteners in the wheel chamber were missing, making it dangerous to operate the car.

  

  Business response

  07/25/2023

  Aloha,  

  In response to this complaint, we'll share the timeline and invoice documentation:

  - On 6/1/2023 (at ****** miles), ************** 2had his 2009 ****** Altima was towed to our ************ location since it wouldnt start.  

  - Battery and Alternator are tested.  Battery Passed but the Charging System test resulted with: No Output.  Alternator has no output.  Check alternator and cables.

  - On 6/6/2023 @ ****** miles: ************** brings the vehicle back due to a rattling noise while pressing on gas. ************** put in a no charge rental car while the rattle was investigated.  LB finds the Insulation between the exhaust pipe and the exhaust heat shield worn and debris was caught in between. The debris was removed at no cost. 

  - On 7/1/2023 @ ****** miles (308 miles and 30 days after the alternator repair) - ************** returns for a vehicle Cooling System Diagnostic Overheating Customer Put water and says leaking out.  ************** talks to the manager ****** and he lets ****** know that he is contesting Amex Payment for the Starter Repair completed on 6/1/2023.  ************** tells ****** he disputed because of the price and said he had brought the car in to solve the rattling noise that we solved on 6/6/2023.  ****** reminded ************** that the vehicle was towed in since it wouldnt start.  ****** stated the ************** then recalled that was why he had brought the vehicle in.  When ************** brought the vehicle in for the overheating issues, we found the radiator was cracked and leaking.  ************** authorizes the radiator repair and it is performed.   LB also recommended additional preventative maintenance items (which were declined).  ************** ask for the radiator back.  LB returns the cracked radiator to ************** (The radiator had no Core Charge).

  - When ************** shares his concern about the missing fender well panel, the Lex Brodies team agrees to purchase and install the missing panel per Customer Satisfaction. (Even though Lex ********************** had no reason to remove it for the repairs performed).  The on-************* liner fitment was not the correct fit, thus the proper one was ordered and needed to be special ordered from the mainland.  Part is scheduled to be installed 7/27/2023.  Please note, the fender liner missing is not considered a safety issue (But it is best to have it in place as designed!)  Here is a relevant article:   ***********************************************************************

  Summary:  We (***********************) only performed repairs that were requested and authorized on 6/1/2023 (alternator) and 7/1/2023 (Radiator), When ************** returned 6/6/2023 it was for a noise issue.  No engine coolant leak was mentioned or seen at that time.  When ************** returned for the engine coolant leak on 7/1/2023, we were notified they were going to contest the alternator charge from 6/1/2023.  We returned the radiator as requested and we noted several other engine coolant options we recommended due to the age and unpredictability of those components (Hoses, thermostat and filler neck assembly).  Our observation was that the radiator most likely cracked and failed due the age of the component.  At no time (even with the Amex charge back request) was there expressed the concern that we broke the radiator when replaced the alternator.  If that was the case, we would have most likely referred them to the dealer to get a second opinion and would have declined to perform the radiator repairs.

  We understand the frustration of multiple vehicle repairs, and when they seem to occur in short intervals from previous repairs.  If we see there is a reasonable chance, we could have caused the issue, we will (in most cases) volunteer to correct the concern.  For this concern, we are very confident we did not cause the aged radiator to fail. 

  Customer response

  07/27/2023

   
  Complaint: 20365461
  
  I am rejecting this response because:

       I appreciate the detailed response from ***********************.  However, it is not so much about the details of the repairs done.  It is about customer **********************.

       We cannot prove that the car radiator was damaged following replacement of the alternator.  Neither can *********************** prove that it wasn't damaged on their part.  In my opinion, an unhappy customer is more important than money.  It appears that money is more important to ***********************.

       We will not go back to Lex Brodies again for service on our car.  According to facts about customer **********************, losing one customer actually means losing 11.  Or, in this case 22, because my husband, ******* and I most likely, over the course of time, will share our experience with *********************** with 10 of our friends each.  Most likely, they will not go to *********************** for service on their cars.

       Now, if we were given even a partial refund, then we would feel valued as a customer and future business for ***********************.  We would also probably give them a good review and positive words to or friends.

       We spent over $2,000 to repair our car.  That caused financial hardship on our part.  All we are asking for is a partial refund to help us out.

  Sincerely,
  
  *******************

  

  Business response

  07/29/2023

  *****,

  We've seen ad noted *********************** "rejecting this response".

  At this time the initial visit on 6/1/2023 have been challenged through their Amex Card charge policy.  This attempt was done once already, and the first attempt was declined by Amex.  But we were notified they are trying to contest that first charge again.  Thus, that step puts a hold on *********************** from taking steps so both parties can move on.  

  ************** states "We cannot prove that the car was damaged following the replacement of the alternator.  neither can *********************** prove that it wasn't on their part..."

  Please note these facts:

  - The alternator Repair was repaired 6/1/2023 at ****** miles.  If the radiator was damaged / cracked at this time, the coolant leak would have been (in most cases) immediate.  No engine coolant leaks were detected at this time. (When there is an engine coolant leak, there is unexpected fluids on the ground and a unique smell that is hard to not detect).

  - On 6/6/2024 at ****** miles, the vehicle returned for a "rattling noise" which was resolved at no cost.  There was no coolant leak noted at this time as well.  The engine cooling system runs under a high pressure and if there is a leak, it'll be noticeable.  No coolant leaks noted by customers or *********************** staff on this visit.  (*********************** Staff will note an engine coolant leak if one is ever detected, even when that was not the reason the vehicle was brought in.)

  - Then on 7/1/2023 at ****** miles, ************** brings the vehicle in for the engine coolant leak noting he had to put some coolant in the vehicle.  This visit was 30 days and 308 miles after the initial visit.  Thus, it is extremely unlikely the radiator failure was as a result of the repair done on 6/1/2023.

  At this point, we will direct the customer to the dealer for any future repair or service request.

  And, in the interest to resolve this customer concern, If and when the second Amex Charge Back (from the alternator visit) is dropped, we will start and invoice to refund the $480.00 labor portion from the radiator repair visit for customer satisfaction. BUT this is offered in good faith only after the second Amex Charge back attempt tis dropped by the customer.

  We will also offer that if the ************** takes the radiator to the Dealership, and after their inspection, if they document on their invoice that the feel the radiator damage was likely caused by *********************** and NOT from the age and wear and tear on the radiator then *********************** will refund the $365.99 paid for the radiator part WHEN the radiator is returned to *********************** (************** took the part with him after he picked up the vehicle after the radiator repair.)

  Please note: the missing fender well panel has been installed at no charge.  And on the initial visits, *********************** assisted with paying for car rentals for the day at no extra charge.

   

   

  Customer response

  08/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  According to ***************** on July 28, the dispute for the charge from *********************** was closed, and the charge of $923.92 was reapplied to my account.

  I do appreciate and will accept the partial refund of $480.00 offered by ***********************.
  
  Sincerely,
  
  *******************

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a appointment to get my safety check today on my car. I dropped it off at 8:15 AM and they ensure they would have it done by 1 PM (I made sure twice because I have important appointments and scheduled my whole day around it)Then I received a call at 9:15 stating that they need to get new tires for it but will still be done on time.I called around 1 PM to ensure it would be done and when they said it would be done by 2 Pm, so I started driving all the way from nortshore to lex Brodies Waipahu, around 30 min Into my drive they called again saying that they picked up the wrong tires. This is unacceptable so I emailed the customer complaint center. They said they would have a car available at enterprise for me. When I arrived they said they dont have a reservation and i will have to wait. Due to my appointment I wasnt able to wait that long and called lex Brodies to get my car and key ready, because at this point I was over 1h late for my appointments.When I arrived at lex Brodies I meet ****** who seems to be the one responsible for all this mess. I told him I need my car now but he refused to give it to me. After I went Into the office to get a hold on some kind of supervisor he finally gave me the keys. This experience was a absolute nightmare.

  

  Business response

  10/26/2021

  Aloha,

  
  Thank You Very Much! for shar*** this, very understandable, frustration from the long wait on 10/25/2021.  First, please allow us to recap the visit from yesterday, and from to today in **** as well.  Please note, we understand that interpretations of what, and how th*** occurred can differ even when 2+ people have experienced the same events.

  
  - A Drop Off Appointment was made on 10/25/2021 @ 8am with a pick-up time of 1pm (drop off appointments are worked in with our wait*** appointments as well as the previous dropped off vehicles includ*** vehicle that can carry over from the previous days).
  - While perform*** the safety inspection (and while on pace to be competed well before the 1 pm completion time), our inspector sees the vehicle has tires with their shoulder tread worn below the 2/32nds needed to pass the inspection.
  - We contact the customer to replace 2 tires so the inspection can pass.The tires were at another store but we were till target*** to complete by 1pm. Tires were approved. We order the tires from one of our other locations.
  - Tire delivery is made, but the two needed for Mr. ********* vehicle, were not put on that delivery trip (they were loaded in the order the were requested, and the van meet max ******** and these two tires did not make the delivery).
  - ******************** was called and notified we would not be able to complete by 1pm.After ******************** shared his justifiable frustration, we let him know we would arrange a no cost Enterprise Rental he could use so we could finish the repairs and he could continue his days obligations.
  - Enterprise Rental made a reservation for a vehicle for ********************: reservation #4S76N2 made by **** (spell*** may be wrong)
  - ******************** returned and went to pick up the Enterprise Rental Car. Apparently, Enterprise Rental was backed up with prepar*** cars to be rented out and were not able to put ******************** into a rental in a timely fashion (due to Covid, its rare cars are available the same day.And when they are, the rental companies have added protocols with clean*** and prepar*** the vehicles.)
  - ******************** left Enterprise to return to Lex Brodies ******* to pick his vehicle up.
  - Upon return***, our ******* team did not provide the keys to ******************** as quickly as he wanted, which added to the frustration. (Our manger was on a phone call at that time I was hop*** to talk to ********************). ******************** became additionally frustrated, swear*** and tell*** ****** he was go*** to get F-*** fired.
  - ******************** talked with our President ******************* and shares his experience. **** apologizes and then pivots to arrange the needed service to be provided to ******************** with an additional discount. Arrangements are made to drop of the vehicle on 10/26/2021 before 9am, where and Enterprise rental will be provided.
  - On 10/26/2021, at 8 am, ******************** visits the **** location. Enterprise is called and they take 15 minutes to get to our **** store. When ******************** learns they are pick*** him up, to go to the Enterprise location to get the rental, he is upset and this was not what he expected which adds to Mr. ********* frustrations with Lex Brodies.
  - The Store manager, ***** offers to drive ******************** to work in his personal car, but ******************** refuses and leaves.
  - ******************** gets angry and decides to leave without the repairs. ******************** honks his horn for a long period as he leaves.
  - After ******************** leaves, its realized we had removed the vehicles registration so we could perform the Safety Inspection (we still had it at the store).
  - ******************** calls ************** who arranges for **** ***** Manager) to deliver the registration to Mr. ********* home. **** also took $50 to give to ******************** to add to our apologies and to put toward the tires replacement.
  
  Lex Brodies understands the frustration from the 10/25/2021 & 10/26/2021 visits.  Lex Brodies also understands that we have lost Mr. ********* trust and confidence with our services, and its on Lex Brodies to meet those needs. 

  Sadly, Murphys law seemed to be in full force on these visits.  Be*** the case, and since the trust is lost between the customer and the business, its best for ******************** visits one of the many other options available for him on Oahu.

  To add to our sincerest apologies, Lex Brodies provided ******************* $50 to put toward buy*** the tires at another tire business on Oahu and for the inconvenience for the 2 trips into our stores that did not accomplish Mr. ********* required services.  (Please note: there were no charges billed and paid from Lex Brodies to ******************** on 10/25/2021 or 10/26/2021).

  It's apparent ******************** needs to exercise the other options on Oahu for his tires and auto service (other then Lex Brodies).  Lex Brodies will also refund ******************** his invoice #******* from 4/13/2021 for $468.64 (which ends the warranty from that visit).

  In conclusion, we wish ******************** all the best and once again offer our sincerest apologies for these disappointment experience. We will be review*** with our team internally of steps that could have prevented the disappointment from these visits.
  

  
  

  Customer response

  10/26/2021

   
  Complaint: 16060908
  
  I am rejecting this response because:

  I am not interested in compensation, however I appreciate the gesture. 
  

  The incompetence of this business is beyond words.
  We are literally talking about a basic tire change and safety check at a company which claims it specializes in tires

  You would hope that a tire company is able to stick to schedules and orders the right tires. You would also hope that they will return the registration and keys without arguing. Those should be the very basics of any car maintenance shop. 

  Due to the incompetence of your employees Ive spend several hours waiting, driving around and it took almost 20 phone calls to get this mess figured out. 
  i understand that I am not welcome at this business anymore and I definitely wont return.

  I would also recommend anybody to stay far away from this business.

  The employees at Lex Brodies clearly receive the absolute minimum training.
  Its scary to think that those people are allowed to work on critical components of cars.

  
  Sincerely,
  
  ******* Hagspiel

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩