Honolulu Ford - Service Center

Your Service and response time is EXCELLENT We appreciate your sincerity each visit and the positive attitudes. Always with a smile and shows that they care about us. Response time is good. We appreciate your sincerity each visit and the positive attitudes. Always with a smile and shows that they care about us. Response time is good. More

Professional, friendly and quick. Everyone greeted me when I arrived and let me know that Daniel would be out to assist me as soon as possible. Daniel was professional and friendly as Everyone greeted me when I arrived and let me know that Daniel would be out to assist me as soon as possible. Daniel was professional and friendly as usual. The service was quick. Thank you. More

Best Customer Service! Kyle in the Service Dept. is VERY helpful, friendly & very accommodating. My first, 6 month service for my new Ford Escape was completed within an ho Kyle in the Service Dept. is VERY helpful, friendly & very accommodating. My first, 6 month service for my new Ford Escape was completed within an hour. Very efficient! More

Overall Customer Service It was good experience to deal with ford, Most of the time we had a good service. Sales department is very good but service department need some impr It was good experience to deal with ford, Most of the time we had a good service. Sales department is very good but service department need some improvement. All the staff member are good and friendly. I had couple moment when I wanted assistance. Lisa Joslin was really good and so as Rhett & Jason Stewart. Danny Asao is very good when it comes to deal with the customer. More

PHENOMENAL CUSTOMER SERVICE!!! I went in to service my 2013 Ford Escape S which I purchased in February this year. I was financed with Santander at a interest rate of 10.86% for 8 y I went in to service my 2013 Ford Escape S which I purchased in February this year. I was financed with Santander at a interest rate of 10.86% for 8 years given my not-so-great credit score/history. I've had my Ford Escape for about 6 months and realized that with my new baby getting bigger I would need more space than what I currently had in the Ford Escape S. After my car was serviced Mark Benson came and asked me "How I was doing?" and if I needed anything/water. I expressed how I needed a much larger vehicle for me and my daughter but how I didn't have the best credit. He went above and beyond to help me get what I needed and more. He personally showed me his vehicle (Ford Edge) which is much larger than the Ford Escape S and allowed me to sit in and get a feel for myself. He then brought me to a great team of professionals who walked me through the process of trading in my current Ford Escape S and ensured I was attended to every step of the way, meanwhile, checking on me every other 30 minutes to make sure everything was going smoothly. I left the dealership satisfied with a BRAND NEW 2014 FORD EDGE and was financed with a much lower interest rate and shorter loan term. Favorite Features about this vehicle: Spacious, Leather Seats, Dual Air Control System, Sun Roof, Rear Camera, Touch Screen, Automated Seat Controls, Back Seats are able to drop down for more space in the trunk, and the Code Lock on the door. The team that worked with me and provided phenomenal customer service were: Customer Service/Quality Assurance - Mark Benson (Personable, Resourceful, Proactive) Sales - Angel Mendias/Lisa Joslin (Friendly, Understanding, and Patient) Finance - Don Minnis (Pleasant, Funny, Genuine, Neat, and Organized) Thank you Mark Benson and the awesome team of professionals for all their time and effort in helping me find the right vehicle for me and my family :) More

Worst Overall Dealer Experience I would not recommend this dealer to anyone. When I purchased my vehicle I was kept at the dealership for more than 4 hours. This was even after walki I would not recommend this dealer to anyone. When I purchased my vehicle I was kept at the dealership for more than 4 hours. This was even after walking in the door ready to purchase a vehicle. The salesperson was dismissive towards me. Even though it was clear the vehicle was for me, he continued to focus on discussion with my husband. The dealer markups on the new vehicles is the most ridiculous thing I have ever seen. Shipping cars to Hawaii does not account for the markups this dealership is doing. It was incredibly disappointing that there was no movement for negotiation other than to offer a pre-owned vehicle. The president came by to ask how the visit was going and as soon as I expressed disappointment in the dealer markup, he dismissed the comment and moved on. Not really role modeling the customer service he brags about during commercials. During this entire process every time there was a question or some paper work that needed to be processed, the salesperson would walk away and be gone inexplicably for 10-20 minutes. There is no need for the amount of delay in the process. After getting to finance and finalizing all the paperwork, which was another hour the vehicle still wasn't ready to be driven off the lot and I had to wait another 40 min. I've purchased other vehicles both on the mainland and in Hawaii and have never had such a horrible purchasing experience. I didn't feel excited driving away with my new vehicle because of how annoyed and frustrated I was from the process. This is not what buying a car should be like. I never even received a call following up about my purchase. Other Ford dealers I have been to I have always received calls for surveys even if I didn't purchase a vehicle but just visited. I imagine I didn't receive anything from this dealer because Ford doesn't actually endorse them or their service; they certainly haven't won any awards from Ford which says a lot. Ford unfortunately just has it's hands tied with minimal options for trying to sell it's brand on an island. Now let's talk about service. Why should you make an appointment? I don't know; it certainly doesn't seem like the service center knows. When I made an appointment for an oil change I was told it would be 1 - 1 1/2 hours. An oil change that takes 30 min, is supposed to be 1 - 1 1/2 hours at Honolulu Ford. I know they have to build in some buffer time and they also do the courtesy check, but 1 1/2 is really long. I can go to the local shops and get a courtesy check and oil change in less than an hour, WITHOUT an appointment. But when I purchased my vehicle I purchased the extra coverage to have these services taken care of because they bragged about the service center and told me how much it would be better when I could just bring it in and not have to worry about it. When I arrived (15 min before my appointment) I was then told it could be more like 1 1/2 - 2 hours. So I sat for 2 hours and watched as my vehicle stayed in the same parking space. I walked away a few times so I couldn't be sure they did something when I wasn't looking so I made sure to wait 2 hours from my appointment time before actually checking on the status. After being ignored at the service counter for 5 min another person walked by and asked if I was picking up a vehicle, and I let them know I was just checking status. I followed them outside where I saw them check with the service people and come back to me telling me it would be 20-30 more minutes because they were working on it right now. This was while I was staring at my vehicle still sitting in the same parking space. So when it wasn't even in the garage yet, they were estimating a max of 30 minutes when apparently it takes 1 - 1 1/2 hours?? I pointed out that my vehicle was still in the parking lot and they looked surprised that I couldn't be fooled that 20-30 minutes was not realistic. I let them know they had 5 minutes to get my car in the garage or just give it back. They did end up getting it in in 5 minutes. 50 minutes later, it is now 3 hours after my scheduled appointment time. So I ask again and the service person is thankful for my patience but doesn't seem to understand my frustration at the length of time it is taking. He says they are busy today. What that means is they have no ability to manage the amount of vehicles they schedule for appointments as well as accept from people walking in with the amount of people they have available to work. They cannot successfully estimate times of service and have no excuse. They have no understanding of efficiency and customer service. I was then promised 10 more minutes. To my luck this fourth estimate of time was correct and I finally got my vehicle back. I was not the only one waiting and having this experience. Apparently I am just the only one that expects more from a dealer who sells itself so highly on its service and am unwilling to spend entire days wasting my time at the dealership. I ended up leaving BEFORE a customer who was also there for an oil change who came in BEFORE I did. All together, my oil change took 3 1/2 hours. There is no reason for this. More