Honolulu GMC Cadillac - Service Center

One service advisor, no service manager, 2 service techs. They didn’t do the tire rotation and yet I was charged for it. I never received the GM or military discount. They didn’t preform a test drive and the They didn’t do the tire rotation and yet I was charged for it. I never received the GM or military discount. They didn’t preform a test drive and they didn’t look at the tie rods that I had a question about. This also was the longest oil change I’ve ever been too. 2 1/2 hours is way too long. More

Great people, very attentive and patient. Only reason it’s not 5 star is because the manager didn’t give me the best deal but really everyone was 5 star!! Only reason it’s not 5 star is because the manager didn’t give me the best deal but really everyone was 5 star!! More

The ac service was great, nice and super cold. We had to wait long time for the service date but only took 2 days of service and we understand. We had to wait long time for the service date but only took 2 days of service and we understand. More

Needs to close permanently! They sale vehicles that are faulty. Had a total break failure 2 weeks after I purchased my 2023 Denali. The GM offered to pay my first payment to re They sale vehicles that are faulty. Had a total break failure 2 weeks after I purchased my 2023 Denali. The GM offered to pay my first payment to remain quiet about how awful Honolulu GMC is. I beg everyone that reads this to not purchase a vehicle from them and to tell everyone you know to not purchase from them. More

Oil change was completed within 1 hour of schedule appointment. Service by the attending young lady was superb and outstanding. Provided a welcome and directions for vehicle service. While having b appointment. Service by the attending young lady was superb and outstanding. Provided a welcome and directions for vehicle service. While having breakfast I received a phone call from the young lady, @ 45 minutes after delivery, notifying me that the vehicle service was complete and ready for pick up. Your servicing young lady attendant should be awarded for prompt and efficient handling of outstanding customer service. More

Once you get past the problems of not answering their phones or messages, the service department was wonderful. Because it would be longer than expected, they provided a ride all the way back to Waianae. phones or messages, the service department was wonderful. Because it would be longer than expected, they provided a ride all the way back to Waianae. This was over and above what was expected. Mahaloz. More

Oil change was not done as promised. 3 hour wait turned into 6 hour wait 3 hour wait turned into 6 hour wait More

My wife and I purchased a 2018 Buick Encore from your dealership last week. The sales and finance staff were extremely kind, helpful and professional. The purchase of a new vehicle is not always an easy dealership last week. The sales and finance staff were extremely kind, helpful and professional. The purchase of a new vehicle is not always an easy process, for kapuna, but you all made the experience a joy. Mahalo. More

No one return my messages even leaving 3-4 calls. Need to go in person. Need to go in person. More

My overall experience with the service department’s processes and overall operations was disappointing. In Dec 2022 I made an online service appointment for the first available date of Jan 14, only to processes and overall operations was disappointing. In Dec 2022 I made an online service appointment for the first available date of Jan 14, only to be called on Jan 13 that the system is unable to show the comments I wrote. I mentioned that I needed 4wd service and I was informed that the weekends do not take such requests and is simply quick lubing / oil changes etc. i asked for another appt for the 4wd service which was next available 2/06. Our truck was not completed until 2/17. During these 2 weeks it was almost impossible to get a response from the texting service and not once when I called were the phone lines answered. I emailed on top of the messages and countless phone calls but still very difficult to get a complete answer. During week 1 my truck sat undiagnosed 3 full days. It wasn’t until i received a call on 2/8/2023 from Irene who told me that there are still no updates, mind you this was late in the afternoon. I explained my lack of car situation and need for the repair or an update. I couldn’t get a service vehicle because I didn’t have an extended warranty. I expressed how frustrated I was as The truck was my only means of transportation yet nothing could be done not even a guarantee for diagnosis when I had a scheduled appointment for 2/06/2023. I asked to speak with the manager.Ashley, but she was unavailable to speak with me. Irene called me back close to 5p to share good news and that a diagnostic scan was completed and the 4wd service was showing but it required further analysis to determine exactly what parts and type of repair was needed. On Friday 2/10/2023 I was finally able to receive the attachment with the quotation and suggested repairs. I called the parts department as I was not getting any information on my inquiries, who actually helped me to confirm the repairs needed and air ship the bolts in. They answered the phone and were quick to get me info. I knew that the parts were scheduled to arrive on Monday 2/13 so on 2/14 I followed up again with service to ensure that I got answers on my additional requests but no response other than a text that said “we are still working on your vehicle”. I resorted to reaching out to the parts department yet again, Sheldon who helped me get answers and an update. I believe that my vehicle didn’t sit in the yard any longer because Sheldon in parts helped to prioritize my appointment. I made a 2nd attempt to speak with Ashley, the service manager but she was not in office when we picked up the vehicle. I have been a loyal customer to GMC honolulu, Lithia since 2017 when my family and I moved to hawaii. I am extremely disappointed with the service I received and the lack of operational coverage that existed. I asked for a compensatory discount to somewhat offset or acknowledge my extreme inconvenience but Ashley was not able to authorize it over the phone and said I could speak with her when she was in office after an hour or see her Monday, 2/20. The lack of staffing and ability to have a service recovery plan is evident. Our truck is constantly being sought out for a trade in by the dealership and I know this because we consistently receive letters in the mail soliciting for our interest. I am sharing my experience because there needs to be a full assessment of jobs or service work orders coming in with staffing needs. If the team of repair technicians are able to handle the requests coming in then my assumption is the service advisors need a critical reset or an expansion of coverage to help offset the delay in their service offering. I invite any requests to further discuss my concerns but also the recognition for Sheldon at parts. More