Honolulu Ford

Donna Davis is the new face of customer service in the car business. She took ownership of my concerns and personally resolved matters that did not pertain to her specifically. Her commitment to insure a car business. She took ownership of my concerns and personally resolved matters that did not pertain to her specifically. Her commitment to insure a completely satisfactory experience went beyond my expectations. She showed compassion, genuine concern, was friendly and followed through on making sure I left the dealership with a positive impression. Honolulu Ford needs more people like her to win over customer confidence in the car business. I felt privileged to have her assist in my transaction and Honolulu Ford should feel fortunate to have a quality employee representing their services. Many Mahalos to Donna Davis. More

On November 4th of 2013, I took my new Ford Escape (2014) in for a rattling noise in the rear of the vehicle. I initially tried to make an appointment for service online, but the website would not work. I ca in for a rattling noise in the rear of the vehicle. I initially tried to make an appointment for service online, but the website would not work. I called in to schedule a service appointment, but the receptionist failed to tell me that I was supposed to ask for Kevin when I arrived. I arrived promptly on Monday morning at 9:00 for my scheduled visit. I told the service person that greeted me that I made an appointment, but he told me I still needed to go through their process. I told him the nature of my visit and he copied everything down and then took me to the service booth where he began to input my name and information. Then, he discovered that I was already logged for an appointment with a service advisor and told me, "Oh, you have an appointment. You need to wait for Kevin, he'll be with you in a few minutes." Now having wasted 20 minutes going through that, I proceeded to move over to another service booth a little farther down the lane where I was directed by the first individual. A person came out of the booth and said, "You just gotta give me a few minutes, man..." No "Hello, I'll be with you as soon as I can," "Sorry for the wait, I'm gonna get to you soon," Nothing. Just called me "man." I waited for Kevin to finish giving the person before me his history for coming to Honolulu Ford and how he was going to go into the medical field instead...and finally he got to me. I once again repeated ALL of the information I had now told 2 different people, and he began the paperwork. My wife and newborn were waiting in the parking lot as I did this. Kevin continued moving at the pace of molasses on a cold day as one of the lot attendants ran up and drove my car away. Kevin finished the paperwork and then told me he wanted to take it for a test-drive. Then, they couldn't find my car! When they finally located my vehicle, Kevin involved himself in some other project as time continued to pass, and he asked another service advisor to go on the test-drive instead. We completed the test-drive and the service advisor acknowledged the complaint I had. I came back to the service booth where I proceeded to wait another 20 minutes for Kevin to complete another task ahead of me. I informed Kevin that I had rented a car and couldn't afford to leave the car there indefinitely, so I needed to know the status as soon as possible. He told me that he would call me before the end of the day to let me know what they had discovered. Over an hour had elapsed from the time that I had first arrived at Honolulu Ford. 2 days later, I had not heard anything back from Kevin, so I called him. Kevin proceeded to inform me that they had not even looked at my car yet! I asked why they didn't let me know and he had no answer for me. Apparently, I made an appointment to wait for nothing. He promised that they would have info for me by the end of the week and he would call me again. I waited another 2 days until that Friday, where I heard NOTHING back from Kevin. I called them on Friday afternoon and asked for the service manager. I was told that person's name was Stan Mull. I informed him of the situation and that I had now renewed my rental car twice since dropping of my Escape because of their lack of communication. He did not apologize, but promised me that they would put the car up on the rack over the weekend and that get it taken care of if possible, but at least know what the problem was. He told me someone would call me on Saturday. Stan Mull also told me that they would cover the cost of my rental for the trouble that I had gone though and I just needed to bring in a receipt for the cost of it. He told me to come in and ask for him to drop-off the receipt. Saturday came and went without any communication from anyone at Ford, and I was forced to call them again on Monday. By this time I had stopped communicating with Kevin Rausch since he had failed to follow-through with ANY of his calls. I had to wait for the day to elapse before finding out that the rear shocks were found to be faulty. Of course, the shocks were not in-stock at Honolulu Ford or any other dealership on the island. The parts were ordered and I was told that I could come pick-up my vehicle until the parts came in. I arrived on Tuesday morning (November 12th by now) to pick-up my vehicle. I spoke with Kevin Rausch and told him that I understood that the dealership was busy, but the way my service/warranty complaint was being handled was unacceptable. He half-heartedly apologized and gave me the excuse that they had to tear apart the dashboard of another vehicle and that's why he didn't call me back. Unacceptable to me! He also told me that the parts should arrive within 10 days, but he wasn't sure. I dropped off the rental car, obtained my receipt and returned to Ford to give to Stan. He was not on property, but left with reception. I then proceeded to drive my car very carefully and sparingly until the parts came in and I could have it repaired as I was informed normal, casual driving shouldn't harm the car any further, but the problem still needed to be addressed to avoid unnecessary wear on other parts. A week passed from the time that I picked up my car and I had not heard any updates from anyone at Ford, so I called to check. Kevin would not take my call, so I left a message and asked to be called back regarding the status. I received a call a few minutes before 5 O'clock on that day from Kevin, he left me a message that told me that the parts were still not in and that he was unsure of when they would arrive. By this point, I had lost ALL faith in the abilities of Kevin or Stan, and felt as though I was being given the run-around. I feared starting this process over at another dealership, and called a person that I have dealt with before at Honolulu Ford to help shed some light on the situation. I called Henry Tabios, another veteran service advisor at Honolulu Ford, and informed him of the situation. He listened to me and then checked my file...what I heard next infuriated me. He told me, "Oh, the parts are here already!" I scheduled the next earliest appointment I could to complete the repair. The appointment was made for December 9th. Later that same day, I received a call from Kevin Rausch who again called at the very end of the day and left a message stating that the parts had still not arrived (COMPLETELY UNTRUE) and that he had no idea when they would show up but he would call me again the following week. He had no idea that I had already made another appointment to fix the car with Henry Tabios. On Monday, DECEMBER 9th, I brought my car in to the embarrassment of Kevin who saw me drive in and speak with Henry. He was visibly upset and embarrassed at seeing me there. Stan Mull just happened to be outside at the service booth upon my arrival (who had also stopped returning calls as well) and I proceeded to admonish him regarding the situation in front of his staff. Stan had no explanation and squeaked out a very weak and unbelievable apology for the wreck of the situation his team created. At that time, Rachael Rumple heard me scolding Stan, and said nothing. I found her office inside and discovered her function there. I explained the situation to her and she referred me to this site. I left the car for the day and Henry Tabios had his repair team complete the repair by the end of the day. When I came to pick-up my vehicle I asked for Stan and he came running out to greet me. He continued his trend of offering nothing more than excuses, and told me that there was a mix-up between their former and current service computer system and that Kevin had only been there 6 months and he was only there for 3 months, etc. etc. I told him that I was still expecting the reimbursement he promised me for the rental, and he said that he had forwarded that to Ford and that it had to be approved. I left with my vehicle, the only shining star in this situation being the actions and abilities of Henry Tabios of Honolulu, Ford. I continued to wait for my reimbursement check, and it appears as though it sat on Stan Mull's desk for quite a while before being processed as it should have been. I dropped off the receipt on November 12th, and did not receive my check from Ford until December 23rd, 2013. If you are considering using Honolulu Ford, do so at my warning. The leadership is severely lacking insight and experience in how to run one of the busiest dealerships on the island. My recommendation is to take you vehicle to McKenna Ford in Kailua. More

Their always friendly,considerate and accommodating. Everyone there is so helpful.They work really hard to get you the deal you want. Costumer for life! Everyone there is so helpful.They work really hard to get you the deal you want. Costumer for life! More

Bobby was excellent. Very professional. Worked with me and newly growing family to get the price/ payment I needed. The finance manager was excellent also. I think it was Jeff. But he worked hard for u and newly growing family to get the price/ payment I needed. The finance manager was excellent also. I think it was Jeff. But he worked hard for us to lower our interest payment so we could purchase the extended warranty package. Highly recommend their professionalism and trying to help out their customers. More

Great overall experience! Ben was courteous, professional and personable as was everyone we spoke to at the dealership. The "energy" at the dealership was perfect. We never got the feeling that professional and personable as was everyone we spoke to at the dealership. The "energy" at the dealership was perfect. We never got the feeling that anyone was trying to sell us something we didn't come in for, they just informed us of new options. It was perfect! Thanks Honolulu Ford...we will see you again! More

Excellent, Friendly, Knowledgeable, Kind, and Hard Working. This is my second truck I bought this dealer. I bought these two trucks from Ben Cabalo. I thank him for his good service. Working. This is my second truck I bought this dealer. I bought these two trucks from Ben Cabalo. I thank him for his good service. More

Manny was the best! Super helpful, friendly, and will definitely visit this dealership again because of him! Thank you so much and a pleasure to do business with. definitely visit this dealership again because of him! Thank you so much and a pleasure to do business with. More

Great experience! Ben Cabalo (salesman) was very friendly, professional, and accommodating to my schedule. I have purchased many fleet vehicles for my company from this dealer and salesman and plan friendly, professional, and accommodating to my schedule. I have purchased many fleet vehicles for my company from this dealer and salesman and plan to continue in the future. More

I gave this dealership and the salesperson Ariana Savea great ratings because it was a friendly no pressure experience. I knew the exact car that I wanted, and at the exact price. I showed Ariana the vehic great ratings because it was a friendly no pressure experience. I knew the exact car that I wanted, and at the exact price. I showed Ariana the vehicle that I saw online, and she got it for me with out any pressure. Any issue I had it was addressed. Everyone was happy and inviting like treating guest in your own home. Mark the owner was awesome too. He made sure a few times that everything was ok. Thanks and Aloha! More