Lex Brodie's Tire, Brake & Service Company

Aloha! We contacted Mr [redacted] about his concern On 7/11/2016, Mr [redacted] visited our Aiea location so we could re-inspect There were badly worn tires on the vehicle and new tires purchased from the year before We agreed to warranty out the tires from the year before, and then to replace the badly worn tires (this would result in the ideal scenario where the tires were the same brand and age We had also suspected the tire purchased the year before, were tracking the concrete rain grooves – which is rare but does happen occasionally) Mr [redacted] was asked to test drive before paying for the invoice (# [redacted] ) He came back, to what we understood, as satisfied and paid his bill We believe the concern has been resolved “Thank You Very Much” for the Revdex.com assistance to help address this concern Sincerely, Scott [redacted] W [redacted] Executive Director & year Lex Brodie’s Team Member

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I just have a few comments, First I would like to thank the Hawaii Revdex.com for your assistance.? My over all experience with Lex Brodies tire company was? disappointing.? It should not have taken this long to be resolvedI drove around with defective new? tires for over a monthI never received an apology, at one point they insinuated that my brakes were causing the vibrations,? ? They might be the? "thank you very much company", but not the "we are very? sorry" ? company.? That being said I am relieved that they found the problem & fixed it.Sincerely, ? [redacted]

Aloha Mrand Mrs***, Thank you for contacting us again. After Keith K*** had contacted you (by phone) back in November 2015, we were waiting for you to call us back so we could send your $1,refund from invoice #*** from the date of 3/3/(we were looking for
confirmation on the proper mailing address, which we see included on this feedback). For the strut replacement on 3/3/for $1,173.89, we do agree that since the service did not solve the concern we were addressing (struts were recommended as preventive maintenance / improved performance with the intention of also addressing the noise issue), thus we agree on providing the $1,refund (which we will process next week now that we have the confirmed mailing address)The good news is, you still have the new front and rear struts that were installed on 3/3/2015. Please note; from the visit on 6/22/(and from your previous page letter), we learned that *** had also worked on the vehicle and there was possible issue with the steering gear - which we did not work on (this is where we recommended the dealer to take a look to see why the tire was rubbing on one side). Hopefully they can help resolve that issue. For the scratches, this is the first we have been notified of the scratches (there was no mention of scratches in your previous page letter or in the conversation with Keith). Your frustration is understandable, hopefully the dealer is able to help resolve this unusual condition on your ***. With the unusual challenge this vehicle has presented, we would suggest the *** Dealer (or a *** expert) help resolve, and work on this vehicle in the future, since they are likely to have vehicle brand bulletins to help search and solve the concern. Since we are refunding the amount referenced (“approx $1200”), we will consider this refund a close to this case. We wish you well and “Thank You… Very Much” for allowing us to serve you in the past. Sincerely, Scott * W*** Executive Director & year Lex Brodie’s Team Member

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Daniel D***

I contacted the customer by his email and working to set up a meeting TY…VM! Scott

Response to Revdex.com Complaint dated 2/11// ID # ***Aloha, "Thank You Very Much" for sharing your feedback As requested, we will refund the requested amount of $as well as $to split the estimated cost of $for the new set of lug nuts.We will also hold training with Gerard
and share your disappointment in how he handled the situationOur goal is 100% satisfaction and we realize it is our job to accomplish that goal and we can learn by listening to our customer's constructive feedback.Please note; the lug nuts seized and broke coming off, right after another shop had very recently inspected and notified you of the need for bearings and brakes (referring to the information provided in the complaint, this recommendation would have required the wheels to be removed and re-installed); I have worked here since 12/and worked several years with Lex and spent years changing tires, aligning cars, as a manager, President and now Executive Director...through this experience you get a pretty good knowledge of the cause for certain common issuesIn this case, it's 99.9% probability we did not cause the lug nuts to strip and Gerard felt this thus attempted to charge for a repair need that we very likely could not have caused (we were just the unlucky store that took them off at that time).Also, please note, lug nuts and wheel studs can go through additional stress and wear when there are aftermarket wheels, and it seems your vehicle has those (referring to the NOD Industries purchase referenced in the complaint) In the end, we understand your position, and how most folks (not in the industry, who are knowledgeable and honest) would feel when a shop breaks lug nuts and studs coming offSeems to make sense, but, as explained earlierrarely the case (when removing the wheels) The condition may simply be a wear issue (vehicle has over 100,miles), could be an issue with the last folks who put the wheels on (could have over torqued or cross threaded) all of which is complicated by the aftermarket wheels and lug nuts (I'm currently changing the studs on the back of my wife's care due to wear; also has over 100,miles and aftermarket wheels).Once again, please accept our apologies for the frustrating visit We will be mailing the requested $7.02+ the customer satisfaction added $= $total, to the PO Box provided"Thank You Very Much!" for giving us the opportunity to serve you.Sincerely,Scott * W***

Complaint: ***
I am rejecting this response because:Here are my questions: 1) Why did your representative tell me over the phone that the quote would be honored after I had provided her the quote number and total cost on the quote?2) Why did you build a website that provides quotes if you will not honor the quotes generated by that system?3) Are you aware that truth in advertizing is a requirement of federal law?
Sincerely,
Maurice ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I just have a few comments, First I would like to thank the Hawaii Revdex.com for your assistance. My over all experience with Lex Brodies tire company was disappointing. It should not have taken this long to be resolvedI drove around with defective new tires for over a monthI never received an apology, at one point they insinuated that my brakes were causing the vibrations, They might be the "thank you very much company", but not the "we are very sorry" company. That being said I am relieved that they found the problem & fixed it.Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Here are my questions: 1) Why did your representative tell me over the phone that the quote would be honored after I had provided her the quote number and total cost on the quote?2) Why did you build a website that provides quotes if you will not honor the quotes generated by that system?3) Are you aware that truth in advertizing is a requirement of federal law?
Sincerely,
Maurice ***

Aloha Mrand Mrs***, Thank you for contacting us again. After Keith K*** had contacted you (by phone) back in November 2015, we were waiting for you to call us back so we could send your $1,refund from invoice #*** from the date of 3/3/(we were looking for
confirmation on the proper mailing address, which we see included on this feedback). For the strut replacement on 3/3/for $1,173.89, we do agree that since the service did not solve the concern we were addressing (struts were recommended as preventive maintenance / improved performance with the intention of also addressing the noise issue), thus we agree on providing the $1,refund (which we will process next week now that we have the confirmed mailing address)The good news is, you still have the new front and rear struts that were installed on 3/3/2015. Please note; from the visit on 6/22/(and from your previous page letter), we learned that *** had also worked on the vehicle and there was possible issue with the steering gear - which we did not work on (this is where we recommended the dealer to take a look to see why the tire was rubbing on one side). Hopefully they can help resolve that issue. For the scratches, this is the first we have been notified of the scratches (there was no mention of scratches in your previous page letter or in the conversation with Keith). Your frustration is understandable, hopefully the dealer is able to help resolve this unusual condition on your ***. With the unusual challenge this vehicle has presented, we would suggest the *** Dealer (or a *** expert) help resolve, and work on this vehicle in the future, since they are likely to have vehicle brand bulletins to help search and solve the concern. Since we are refunding the amount referenced (“approx $1200”), we will consider this refund a close to this case. We wish you well and “Thank You… Very Much” for allowing us to serve you in the past. Sincerely, Scott * W*** Executive Director & year Lex Brodie’s Team Member

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I just have a few comments, First I would like to thank the Hawaii Revdex.com for your assistance. My over all experience with Lex Brodies tire company was disappointing. It should not have taken this long to be resolvedI drove around with defective new tires for over a monthI never received an apology, at one point they insinuated that my brakes were causing the vibrations, They might be the "thank you very much company", but not the "we are very sorry" company. That being said I am relieved that they found the problem & fixed it.Sincerely,
*** ***

Aloha *** ***
“Thank You… Very Much!” for sharing your feedback and
concerns. After reviewing your recent invoices *** * ***, we agree with your concerns. We would like to arrange to install the
proper tires. Please accept our
sincerest of apologies for the
frustration from this visit. To add to our apologies, we will also provide
a customer satisfaction refund of $100.
Please contact Scott W*** at Scottw*** . Scott will arrange to have the Queen Street
store manager, Cooper, to schedule and assist in the tire installation correct
and present the refund. Please note, we
will review your visit with the relevant team members (and our managers) to use
for training and our continuous goal of improvement. “TY…VM!”

I contacted the customer by his email and working to set up a meetingTY…VM! Scott

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Daniel D***