Complaints

This profile includes complaints for Lex Brodie's Tire, Brake & Service Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Lex Brodie's Tire, Brake & Service Company has 4 locations, listed below.

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  Lex Brodie's Tire, Brake & Service Company

  701 Queen St Honolulu, HI 96813-5109

  
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  Lex Brodie's Tire, Brake & Service Company

  94-169 Farrington Hwy Waipahu, HI 96797-2202

  
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  Lex Brodie's Tire, Brake & Service Company

  46-158 Malina Pl Kaneohe, HI 96744-3803

  
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  Lex Brodie's Tire, Brake & Service Company

  98-115A Kamehameha Hwy Aiea, HI 96701

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my car into *** ********************** for my annual safety check. When I got the car back, the hydraulic suspension that keeps the trunk open wasnt working. It has never had any problems before. I went back to *** ********************** to see if they would fix it for free and they said no. I do not believe it is a coincidence that the hydraulic system stopped working while the car was at the shop for less than 1 hour. *** ********************** is responsible for damaging my car and they should fix the hydraulics free of charge. They were disrespectful when discussing the issue, but the bigger problem is that they did real damage to my car and refuse to accept responsibility.

  

  Business Response

  Date: 06/14/2025

  Aloha Mr. ****** and BBB,

  On the visit referred to on 6/14/2025, inv #******* with the concern with the trunk hydraulic suspension concern, the service we performed was the State Safety Inspection which DOES NOT require us to open the back truck / tail gate to perform the safety inspection - unless we needed to replace a rear brake light.  Which we didn't need to.  Even if, we needed to replace a light bulb, our inspectors opening and closing the truck / tail gate would not cause them to go bad.

  I did a quick ****** Search on "how long do trunk struts last" and the response was "typically last for 5-10 years or ****** - ******* miles".  Please Search / visit:  How long do trunk struts last - ****** Search

  "Trunk struts, also known as trunk shocks, typically last for 5-10 years or ******-******* miles. However, factors like weather, weight, and driving conditions can affect their lifespan." 

  This vehicle is a 2009 = 15+ years old with ******* miles.  

  Our team did not open the trunk / tail gate, and the vehicle is 15+ years old with *******+ miles.  Sadly, any items in the vehicles that have plastic or rubber parts will start to fail at this age.

  The parts in reference failed due to normal wear and tear and age.  

  We can and would be happy to offer a VIP discount on the repairs to help assist.  We can arrange Mr. ****** to re-visit the stores to verify the parts needed as well as the cost of what the parts and labor would be with our Honolulu Store Manager Jordan.

  Or the customer can go to the dealer to have them inspect to see if the find evidence that *** ******** could have damaged the parts when performing the State Safety inspection (where no lights were needed).

  Please let us know which options is preferred.

  Thank you very much for bringing this concern to our attention.  We are actually in the process of producing and inhouse hand out that helps alert customers of the added concerns and issues that are seem when vehicles are 10 to-12+ years old and over ******* miles.  This documented concern will help put that hand out together.

  To all the fathers out there, we wish you a Happy ******** ************************ style="font-size: *****rem;">Sincerely,

  ***** D ********

  37+ years *** ******** Team Member

   

   

   

   

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  *******************