Honolulu Ford - Service Center

Lithia: An example of how to turn from Local to Foreign Ive been a Ford guy for 30 years, sticking with the brand for both personal and business car purchases. Ive been loyal to Honolulu Ford since moving Ive been a Ford guy for 30 years, sticking with the brand for both personal and business car purchases. Ive been loyal to Honolulu Ford since moving home almost 20 years ago and have always returned for new purchases and recommended the dealership without hesitation. No longer. For either. In early-mid 2017 I returned home from a short trip to find my 2014 F150 wouldn't start. The battery terminals had corroded and the positive cable and terminal connectors had essentially disintegrated. I called my regular service advisor at Honolulu Ford and he arranged to have my F150 towed to the dealership for repair. I was told that the dealership did not have any cables in stock and would have to order it, expecting it to take about a week to arrive and, once received, the service department was backed up and it would likely take an additional week to replace the cable and battery. I offered to pay to have the cable sent to the dealership by FedEx and I was told that wasn't possible. I asked if I could get a loaner as I couldn't go two weeks without a car. The advisor said that the new ownership of the dealership no longer offered a loaner program, but that I could call Ford Corporate to see if they might be able to help given my brand loyalty. Ford Corporate opened a case number and said it would contribute to the cost of a rental/loaner if the dealership would also contribute, and I was given a name at the dealership to contact. Over the course of several days I placed multiple calls to Sam Bersamin to request rental/loaner assistance. When he finally returned my call he declined my request with seemingly no regard for my brand loyalty, the fact my F150 was still under warranty, accountability for the ridiculousness of the parts department not having a battery cable in stock and needing a week to get one, or accountability for the service department being so backed up that it would take another week to replace a battery and cable. I did get my F150 back almost two weeks later. Last month I returned home from 3-day trip and again my F150 wouldn't start. My battery had corroded again and there wasn't enough juice to even activate my interior light when the door was opened. I thought I'd save both my and the dealership's time and energy by not asking the dealership to arrange my F150 to be towed to the service department. Instead, I purchased a new battery from a nearby auto parts store, swapped it with the corroded one, and drove to the dealership to have regular maintenance done while also requesting either reimbursement for the cost of the battery I purchased, or replacement of the corroded battery (I figured it wouldn't hurt to have an extra battery on hand in case I had to deal with another corroded battery situation). my old service advisor had left and Charlo was assigned to my case. Charlo said that because my 3 year / 36k mile warranty had expired about 3 weeks prior he could not reimburse me or replace the corroded battery without charging me for it (even though it was related to a new battery the dealership had installed only months earlier -- when my F150 WAS still under warranty), and that the battery manufacturer's 3 year warranty did not apply to batteries replaced as part of a vehicles warranty servicing. At that point I was fed up and had lost all respect and loyalty to the dealership. It wasn't carlo' fault, he was just the messenger. The dealerships justification for not righting a wrong and its complete lack of interest in maintaining a longstanding customer relationship was inexcusable. After all, the battery I purchased cost $125 and it probably would have cost the dealership even less satisfactorily resolve the issue. Had the dealership done so, despite the terrible customer service I experienced with the extended repair period and no loaner months before, I would have still returned to purchase another truck I currently need. instead, I will not buy another car from any Lithia owned dealership and nor will I recommend Honolulu Ford ever again. I certainly hope Lithia does not acquire Cutter Ford. As an aside, after I left the dealership that day I called to relay my concerns to Marcus, the GM of Honolulu Ford. He was not in so I left a message requesting a call back. not surprisingly, I never did receive a call back. More

Great first experience! My first visit to Honolulu Ford since moving from the Mainland to HI and it was great. My Service Advisor was knowledgeable and super friendly. She in My first visit to Honolulu Ford since moving from the Mainland to HI and it was great. My Service Advisor was knowledgeable and super friendly. She informed me of the service and estimated cost before starting work on my car and the team got to work right away. Was very pleased and will return again! More

Great customer service My service agent Fey was awesome. I called in the morning for a oil change and she was able to fit me in that same day. Great customer service My service agent Fey was awesome. I called in the morning for a oil change and she was able to fit me in that same day. Great customer service More

Service Thanks to Fey and service dept. my experience is always great, awesome customer service and always pleasant. From sales ,finance,parts,and service no Thanks to Fey and service dept. my experience is always great, awesome customer service and always pleasant. From sales ,finance,parts,and service no matter what I came down there for it was always a friendly and pleasant experience. More

Great service with Nice People I had a faulty part in my AC that needed to be replaced under warranty and scheduled an appointment online. When I called to try to speak to someone I had a faulty part in my AC that needed to be replaced under warranty and scheduled an appointment online. When I called to try to speak to someone over the phone about this, the service department wasn't very helpful and told me that a simple diagnostic would cost $160 which I knew wasn't the case. I'd recommend booking online but then you won't have an estimate of how much anything will cost to repair or service. I arrived a little early for my appointment and it was very busy so had to wait for 15-20 minutes which went beyond my appointment time. Once I was able to talk to the service representative Chad, he was very helpful and gave me very accurate time estimation of how long the service would take and arranged for a courtesy shuttle to take me home and bring me back again later in the afternoon. The woman driving the shuttle, Edith, I believe, was the sweetest woman and I enjoyed speaking to her on the car rides to and fro. Chad also threw in a free car wash for my very dirty car which was greatly appreciated. This is my first time needing a repair for my car that I got at this dealership just two years ago so I appreciated the efficiency in getting the job done in one day without too much disruption to my work schedule. Very professional staff. I just wish customer service on the phone was a little more helpful. More