I've been a loyal customer of Windward Shoe Repair & Small Engine for several years, regularly…read morebringing in my McLaine reel mower for service. Unfortunately, my most recent experience was so unprofessional and concerning that customers should be weary.
I brought my mower in for a straightforward clutch belt and throttle cable replacement -- routine work that does not involve any mechanical engine repair. The mower was running perfectly beforehand and still looks nearly new. From the beginning, communication between the owners, Mindy (front office) and Bill (repairs), was disorganized. After dropping off the mower, Mindy called to say I needed to return to pay a deposit and obtain a claim ticket, even though Bill had already issued a "temporary" non valid one, unbeknownst to me. Further, pricing is not posted anywhere, and the shop does not provide written estimates or itemized invoices -- only a texted credit card receipt showing the total amount paid.
When I picked up the mower, Bill stated he replaced the throttle cable without removing the fuel tank, which is highly unusual given the tight access. I also noticed freshly mowed strip of grass along their driveway and wet clippings dried onto my mower, despite the fact that I never mow wet grass and always clean the mower before storing it.
Upon arriving home, the mower would not start/run at all -- despite running flawlessly before the repair. I called Mindy immediately and was told to bring it back. When I returned, Bill abruptly vociferously refused service, said he was "tired of working on my mower," told me to take it to a shop in Waipahu, and walked away! I had never accused him of anything; I simply reported that the mower no longer started after being in his shop, and that something appears to be amiss.
This situation is concerning because Hawaiʻi law recognizes an implied warranty of workmanship: when a shop accepts equipment for repair, the work must be performed with reasonable care, and the equipment must be returned in at least the same working condition unless the customer is informed otherwise. No such warning was given, and the failure occurred immediately while in their possession for non mechanical parts replacement.
This was not the first issue. A couple of years ago, after a carburetor rebuild and throttle lever adjustment, I asked Bill to replace the air filter. Upon mowing, the air filter cover vibrated off. One of the clips had been broken during service and reattached without disclosure. I had to return to pick up a used replacement. Amost a year later, the throttle cable came loose again, though I had no receipt to reference.
Honesty and professionalism matter. If something breaks during service, disclose it and fix it. In my case, the mower arrived running perfectly and was returned unable to start/run. Instead of addressing the issue, the Bill loses his temper, refused service, and walked away from once a loyal customer seeking resolution.
A final note: according to the DCCA Hawaiʻi website, the business license listed under "Windward Shoe Repair" expired in 2014 and does not reflect the current operating name "Windward Shoe Repair & Small Engine" which is not listed or registered. Based upon my recent experience, as well as an expired license alone should give consumers a pause, therefore I cannot recommend this business!!!
Caveat emptor!!!!