Honolulu Ford - Service Center

ABOVE REPROACH!!! I have been a Ford family member since March 2013. I have had a few bumps in the road with the service, however, once I realized that I needed to mak I have been a Ford family member since March 2013. I have had a few bumps in the road with the service, however, once I realized that I needed to make my intentions clear and concise my experience was nothing short of superior performance. The Service Manager and Assistant Manager both positively communicated with me that they have heard my concerns and would do all they could to resolve them. I can say they did just that!!! In addition to the excellent customer service they have always provided me; the service to my vehicle was the crown molding. I feared a warranty related issue would be pushed to a secondary issue, but once I expressed that to them, they were quick to respond and assure me that wouldn't happen. Thank you and let all those who read this know they bring great credit upon themselves for truly and altruistically caring for their Ford family members!!! More

Warranty Related part replacement I purchased a 2013 Taurus in May 2013. I was extremely happy with the dealer and I was very appreciative of the customer service. I have taken my ve I purchased a 2013 Taurus in May 2013. I was extremely happy with the dealer and I was very appreciative of the customer service. I have taken my vehicle to Honolulu Ford since for oil changes and had no issues. As a matter of fact, the service department did a great and expeditious job. HOWEVER, since then I have had multiple questions and service related issues that have not been resolved. Beginning in Fall 2013 I had questions about why water would remain in the door after it rain. It would remain there for almost a day after my car was in the rain. I would have to lift the rubber stopper on the bottom of the door to allow the rain water to leave the door. I presented this and I was told that is an engineering process and that is what it is suppose to do. I still disagree! My battery's positive node has leaked acid and corrosion has occurred, three times!!! The first time this occurred I was told I had to leave my vehicle there all day and a shuttle would take me to and from work. I am active duty and work on Marine Corps Base in Hawaii in Kaneohe. This is the other side of the island. I took my vehicle the first time at their start of business at 0630. Well, the shuttle service don't take customers to Kaneohe until 0830. I start work at 0630. They would pick me up at 1330, because it is so far (15 miles from the service department). I spoke with Sam, the service manager, and discussed my situation the next time I had an oil change and stated that warranty parts and service are only done Monday through Friday between 0630 to 1630. I tried to be understanding, but I lose hours at work. That is the lighter of my issue. I have had the following issues; the inside door handle wouldn't work so I presented it to Honolulu Ford. The service department look at it and stated they would order the part. Long story short never received, I spoke with Sam after multiple calls and he ordered the part. It again never arrived so I again spoke with Sam and he had the part removed from a vehicle on stock. I have had this plastic cover over the driver side seat loose for 6 months. The part was ordered in July, I had to leave the island due to a sudden loss in my family I wasn't able to make an appointment when the part arrived. In October I made another appointment and was seen on Labor Day, thank goodness I didn't to take off work because it was a federal holiday. I had to call at 1530 because I never heard anything and they then told me that my car wasn't ready. BTW I presented the following issues: the keyless entry code for my vehicle wasn't working. I was locked out 45 miles (2 hours) from my secondary key so I mentioned it then. The manufacture primary code should ALWAYS work and can't be changed; but it wasn't working. I have been hearing this sound come from what appears to be my passenger front wheel whenever I turn the wheel and go up or down hills. Well, at 1530 I was picked up by the shuttle and taken to Enterprise, but wasn't apprised of my vehicle's status. I was called the next day and found out that my vehicle was ready for pickup. NOTHING was done, the plastic part wasn't replaced; and this time I find out two of the four buttons for seat control don't work now! The keyless entry wasn't resolved, and I was told the Certified Ford Technician hear nothing...I find that hard to believe when as I left I heard the sound, there is an bump when leaving the parking lot that will almost always bottom out the vehicle and I heard it again. I was told that a warranty part, mentioned for areas where sodium hypochlorite (street salt) needed a lighting part replaced due to a recall. Thank goodness that was taken care of especially since street salt is used for ice on the roads, btw there is never ice on the roads on Oahu! Yesterday, Wednesday December 10th I took my vehicle in because the plastic part had finally arrived. Sam was my advisor this time. I mentioned the two buttons that don't work and that I have seen this spot in my driver's side door mirror. He said that since my mirror has fluid inside in order to tint direct sunlight, it was an easy fix. I then asked if it would be possible to have an oil change since my vehicle's oil was at 20% life remaining. I then waited 2 hours to get to work, Kaneohe. I had a busy day and wasn't able to respond to Ford's initial calls, but the shuttle needed to pick me up to take me to Enterprise. My office is in Kaneohe, but my job requires me to drive all around the island as needed, yesterday was one of those days. He waited patiently to pick me up from work at 1600. I am very, very appreciative of that!!! I then go to Enterprise to pick up my rental. I can't complain too much there, but I do own a full-size sedan and Ford only pays for me to be in a compact car. There isn't even access for me to charge my cell phone. My biggest reason for buying the Taurus was because of SYNC, I used my phone all the time which I can't in a Nissan Versa. I leave a voicemail with customer service to check on the status of my vehicle at 1730 and asked to follow up in the morning. I truly didn't understand why I had a rental. I left a voicemail this morning at 0830, I didn't hear back from Sam until 1300. His voicemail only stated my vehicle was ready. Personally, I really like my vehicle and I don't want another crappy rental. I barely get to Ford at 1730 to pick up my vehicle. Sam is still there, I now know he works just as much as I do. He tells me that the part ordered for my seat wasn't able to be found My head dropped!!! I then asked what has been resolved, outside of the oil change. I knew they must have done that, they never messed that up before. He tells me yes, the door was fixed. xxx, I asked what he is talking about. He looks at my paperwork and he is lost for words. He has no clue why the door was even touch, I am glad he was able to be empathetic at this point. To recap...NOTHING, NOTHING, NOTHING is corrected; however, Honolulu Ford proceeded to tear open my car door and can't tell me why. There has to be something these guys can do right. I just don't understand. I have spent greater than 18 hours at Honolulu Ford this past year...their Customer Service Manger and Service Manager knows me by face because they see me so often. I have had three rentals and everything they say they do they don't. I have paid for my warranty, but who pays Ford? Honestly, they have wasted my time, they have wasted their time even taking my vehicle and giving me lip service, they made me feel like a piece of xxxx. I don't like profanity, but I am taken back by their incompetence and the lack of care they truly have for their warranty customers. If this is how I am treated as a Ford family member, I would hate to be a stranger to the family. Lastly, my name is Andrew Holeman and you guys have my number. I expect a call from Ford anytime they choose to resolve my vehicle's issues and my dissatisfaction. I still expect to find out why the technician tore open my door! I have no reason not to say this at Ford, however, it is 1946 and you guys were headed home. I figure I can call tomorrow or even stop by, but I am going to be just as frustrated and angry as I am now; but I truly don't believe you guys are even going to take care of my car when you promised you would and I paid for a warranty that guaranteed that as well. More

Horrible Warranty work My 2013 Mustang GT (16K Miles) has been in the shop four time, the latest is to replace battery cables. It took over a month for the new cables to co My 2013 Mustang GT (16K Miles) has been in the shop four time, the latest is to replace battery cables. It took over a month for the new cables to come in. I dropped the car off on Tuesday for the work, I asked how long it would take, I was told a half a day. At 2:30 I called and was told one more hour, When I went to pickup the car they said one more hour, after an hour, they said it was going to take another day, really, to replace battery cables? I had the same process on my Jaguar and it took 4 hours. Their service department seems to have no concern for the customer, They never call back, the service advisors have no idea how long anything takes, I have never been able to talk to the service manager, when I call him. This is not a one time issue, I had the same problem with my AC on the car and again with a hesitation issue they never could fix. They are supposed to have it done today, but I have no confidence in that, I will add further comment after I get my car back 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

Came in for a simple battery cable replacement. Car took two weeks and service manager was extremely rude. Would never recommend working with their department. Extremely poor customer service. Tracy did two weeks and service manager was extremely rude. Would never recommend working with their department. Extremely poor customer service. Tracy did intervene and was very good but it took two weeks before it got to her desk. My wife has a Toyota and their service department is excellent. I always say, no matter what car you buy, you can expect to have problems but it is how you handle the problems that are key. The worst part about it is that nobody at Ford (with the exception of Tracy) even cared that I had a poor experience. All the way up to the corporate office. More

4.8 rating really? I have been waiting for 4 weeks for parts and repairs on my 2013 Mustang.Now they can't get a simple belt on the A/C. parts and repairs on my 2013 Mustang.Now they can't get a simple belt on the A/C. More

I came in to have my truck serviced for oil change and the service advisor was very knowledgeable and presented me a few options. He told me how long it would take and when it would be ready . I was ple the service advisor was very knowledgeable and presented me a few options. He told me how long it would take and when it would be ready . I was please to see that my truck was serviced on a timely manner since I'm a busy person. More

I tried to pick up my car during the after hours service but it couldn't be found. When, after about 30 minutes they finally found it, the paperwork was not there, even though I had fully paid in advance f but it couldn't be found. When, after about 30 minutes they finally found it, the paperwork was not there, even though I had fully paid in advance for an amount I was never made aware of. After numerous phone calls and voice-mail exchanges they mailed me the paperwork that I received six days later and showed a price that mildly surprised me. On examination the paperwork contained several errors for which I needed to return twice to have corrected. All-in-all a waste of my time. More

This is a great dealership. Me and my husband have been to several dealerships in the past and we have yet to meet salesman as honest knowledgable and personable as the two I've done business with. We are to several dealerships in the past and we have yet to meet salesman as honest knowledgable and personable as the two I've done business with. We are just buying our second car today from honolulu ford! They make the long process seamless. Thank you guys! More