Waikanae Tyre & Lube: Wheel Alignment Woes & Saving Grace

Pros	Cons
Reasonable price	Technician used incorrect tools (Crescent instead of 12mm spanner) and improper technique during wheel alignment
Nice quick friendly service	Management defended the technician's actions
Truly saved the day with valuable information and assistance with tyre trouble on two cars	Lack of car specifications in their computer system, potentially leading to incorrect alignment settings
Excellent operator, having used them for years	Owner was extremely rude and hung up on a customer
Very helpful good service	Shouldn't be running a business
	Poor service

Pros

Cons

Reasonable price

Technician used incorrect tools (Crescent instead of 12mm spanner) and improper technique during wheel alignment

Nice quick friendly service

Management defended the technician's actions

Truly saved the day with valuable information and assistance with tyre trouble on two cars

Lack of car specifications in their computer system, potentially leading to incorrect alignment settings

Excellent operator, having used them for years

Owner was extremely rude and hung up on a customer

Very helpful good service

Shouldn't be running a business

Poor service

Waikanae Tyre & Lube: A Mixed Bag of Experiences

Waikanae Tyre & Lube, located at 2 Elizabeth Street, Waikanae 5036, New Zealand, and reachable at +64 4 293 3600, holds a 3.9-star rating. This tire shop operates Monday to Friday from 8 AM to 5 PM, with Saturday hours from 9 AM to 12:30 PM and Sundays closed. A significant positive is their commitment to accessibility, offering both wheelchair accessible entrances and a wheelchair accessible parking lot. However, it's important to note that Waikanae Tyre & Lube is not a member of the MTA (Motor Trade Association). This can be a factor for some customers looking for guaranteed industry standards and dispute resolution pathways. Their operating hours cater well to the local community, offering convenient service throughout the week and a half-day Saturday option.

Technical Concerns and Potential Safety Issues

Several reviews highlight concerning technical practices during wheel alignments. One customer shared a worrying experience where a technician utilized an incorrect tool – a crescent wrench instead of a 12mm spanner – for a crucial job. This was compounded by the technician not securing the tierod end whilst tightening. Perhaps most concerningly, management reportedly defended this practice as standard procedure. This raises serious questions about adherence to proper mechanical techniques.

Furthermore, there’s a documented instance where the shop lacked the vehicle’s specific alignment data. The customer alerted them to the risk of reverting to a front-wheel drive (FWD) setting for their rear-wheel drive (RWD) vehicle, a critical error that could have negatively impacted handling and safety. These reported issues indicate a potential gap in technical expertise or a lack of robust quality control procedures within the workshop.

Issue	Description	Potential Impact
Incorrect Tool Usage	Crescent wrench used instead of correct spanner	Risk of damage to components, inaccurate tightening
Unsecured Tierod End	Tierod wasn't secured during tightening	Potential for instability, incorrect alignment
Incorrect Specifications	Using FWD specs for a RWD car	Poor handling, increased tire wear, potential safety hazard

Moments of Exceptional Service & Value

Despite the serious technical concerns, a recurring theme in the reviews is the staff's willingness to assist and the surprisingly positive experiences some customers have had. One review vividly describes a situation where the shop profoundly "saved the day" for a customer experiencing extreme difficulties with two vehicles. The team readily booked an appointment at a late hour (4 PM on a Friday), completed the wheel alignment, and provided valuable advice. This demonstrates a strong commitment to customer service and problem-solving, especially during stressful situations. Several others consistently praise the service as "nice, quick and friendly," and highlight "reasonable prices." The prompt servicing and friendly demeanor are clearly appreciated by many.

Customer praise: Willingness to help in emergencies
Value perception: Reasonable price points for their services
Positive attribute: Quick and friendly service—a key differentiator in the tire shop market

Ownership and Customer Communication Concerns

A significant and recurring criticism revolves around the owner’s behavior. Multiple reviewers mention a dismissive and rude attitude, with one customer reporting being hung up on whilst attempting to ask a simple question. This starkly contrasts with the positive feedback regarding other staff members, particularly the "nice" office woman. This inconsistency in customer service quality is a notable area of concern. The negative interactions with the owner present a clear obstacle to building customer loyalty and maintaining a positive reputation. While a single negative interaction may be understandable, repeated reports raise serious ethical concerns about the owner’s approach to customer engagement.

Frequently Asked Questions About Waikanae Tyre & Lube Services and Procedures

What types of services does Waikanae Tyre & Lube offer, and are they open on weekends?

Waikanae Tyre & Lube specialises in tyre services, wheel alignments, and general vehicle lubrication. They are open Monday to Friday from 8 AM to 5 PM, and Saturdays from 9 AM to 12:30 PM. Sunday is closed. They strive to provide quick and friendly service, and are often able to accommodate last-minute bookings, as demonstrated by a customer's positive experience during a difficult day. It's always best to call ahead to confirm availability and specific service needs.

I've heard concerns about the tools and procedures used during wheel alignments. How does Waikanae Tyre & Lube ensure quality and accuracy?

Waikanae Tyre & Lube aims to deliver quality service, however, there have been reports regarding the use of specific tools and adherence to vehicle specifications. It's important to note that Waikanae Tyre & Lube is not an MTA member. Customers should feel comfortable discussing their concerns and ensuring the correct tools and procedures are used for their vehicle's make and model. Confirming vehicle specifications are correctly entered into the alignment system is crucial for accurate results.

What accessibility features are available at Waikanae Tyre & Lube for customers with mobility needs?

Waikanae Tyre & Lube is committed to providing accessible service. The facility features both a wheelchair accessible entrance and a wheelchair accessible parking lot, ensuring ease of access for all customers. They strive to create a welcoming environment for everyone, regardless of mobility. Please contact them directly if you have any specific accessibility requirements to ensure a smooth and comfortable experience.

I've read mixed reviews about the customer service at Waikanae Tyre & Lube. What can I expect in terms of staff interaction and communication?

Customer experiences at Waikanae Tyre & Lube have varied. While many customers praise the friendly and helpful service, particularly from the office staff, there have been instances of negative interactions, including reports of abrupt communication from the owner. Waikanae Tyre & Lube acknowledges the importance of positive customer relations and encourages open communication to address any concerns. They aim to provide a positive and respectful experience for every customer.