BMW of Honolulu

Painful to deal with If you buy a BMW be ready to deal with their disorganized service department. Scheduling an appointment should not be difficult, yet somehow for these If you buy a BMW be ready to deal with their disorganized service department. Scheduling an appointment should not be difficult, yet somehow for these people it is. They won't find you in system even if you have been there 100x. I have also broken down and it took 4 hours before I could even reach someone in the service department. Left messages, routed to manager where I left messages....no call back. This went on and on and on until I just showed up there after a tow truck came to my aid. I have dealt with many service departments and none are appalling as this one...not even close. More

Well Done It was very busy this morning at the service department bay. I was very grumpy. The whole experience ended up putting a smile on my face. My expectati It was very busy this morning at the service department bay. I was very grumpy. The whole experience ended up putting a smile on my face. My expectations were far exceeded which is a rare thing in this day and age. Kudos. More

Never, ever. If I could rate in negative stars, I would do so. I made an appointment at 9:15, dropped my car off at 8:45. Repair was simple enough, I told them wh If I could rate in negative stars, I would do so. I made an appointment at 9:15, dropped my car off at 8:45. Repair was simple enough, I told them what needed to be done, replace the right front headlight assembly. I called at 12, they told me they had diagnosed everything OTHER than the stated problem. I came back at 3:30, they told me it was being worked on. By 5 pm I was staring to get upset and asked what was taking so long. Again, I was told (after making an appointment at 9:15am) that they didn't know I needed it back at a specific time. I waited more than 9 hours for a repair that takes less than 2 hours and still paid for the entire $1450 bill. I will never give them my business again. Terrible workmanship, horrible customer service, deplorable overall "service". More

Terrible My first interaction with BMW of Honolulu, began on the evening of September 28th. I was quite interested in leasing a BMW 228i. I contacted a salesma My first interaction with BMW of Honolulu, began on the evening of September 28th. I was quite interested in leasing a BMW 228i. I contacted a salesman named, Michael and he assured me that the car was available for lease and I would be able to view the car the following day. I was right across the street viewing another vehicle and offered to walk over and sign papers or provide a credit card number; due to the lease being a really good deal. I did not want to miss the opportunity of losing the car. However, Michael left early for the day and assured me that he would place the car on hold and I could see it the following day. I contacted Michael on Thursday morning at 11:14pm to reconfirm our appointment time, and he simply told me the “car was sold.” No courtesy call was made between the last time we spoke and when I called him that morning. He told me that another car was available and he would call me back in an hour. However, I received no follow up phone call. I yet again had to call BMW of Honolulu and speak to the sales manager on duty named, Eric West. He said that he would look into the situation and find out what happen and would contact me back within an hour. However, I received no follow-up call or email. I finally received a phone call from Michael on Friday at 3:23pm. He told me that another call was available and I would be able to see the car at 4:30pm. I arrived at BMW of Honolulu and waited for him until 4:50pm. He took me on a test drive and we finally agreed on a price forty minutes later. I then provided my personal and financial information, as well as my father’s information, because he would have to co-sign for me to lease the vehicle. Michael took over an hour and provided no assistance because he was assisting another customer, while trying to make a deal with myself. After over an hour of waiting, he returned to me and told me that he had made a “mistake.” The mistake was that he had sold me the wrong car. I asked to speak to the general manager, Jim Jacobson. The general manager assured me that they had in fact made a mistake and would not lease me the vehicle at the agreed price. He believed that “the mistakes were not worth ten thousand dollars.” He told me that he could give me the same deal on another vehicle in two to three weeks that had additional1400 more miles than the car that Michael and I agreed upon. I share this because I could not fathom the level of incompetence at a luxury car dealership. Excuses after excuses were provided to me; however, the mistakes made were not excusable and are based purely on the lack leadership and level of incompetence at this institution. The lack of leadership has created worrisome for myself due to providing BMW of Honolulu with me and my father’s personal and financial information on a false premise. I expected far greater from the promises they have made on their website: “Why do so many drivers choose our new BMW dealership? That's a question that can really only be answered with a visit to our showroom. But if we had to sum it up in a word, it would be service.” If you would want to experience their service, I wish you the best of luck from a dealership that lacks integrity and competence. More

Satisfied Customer I bought all my beamers from this dealer dating back to the early 90's. Thom Butler, who sold us our first used 3 series is awesome! I've never met an I bought all my beamers from this dealer dating back to the early 90's. Thom Butler, who sold us our first used 3 series is awesome! I've never met any sales associate who goes above and beyond for his customers. Because of him I still go back to this dealer. I know that they are very expensive when it comes to repairs that's why for non warranty items I always go somewhere else. That is why I also choose to lease my beamers so that they are always under warranty and cost me nothing for service or repairs. Their night service arrangement is great. I can drop off anytime in the afternoon and have the car ready the next morning. Did I mention that I live right across the street from them? How convenient is that?? The veteran Thom Butler is still there so if you are in the market for a new or used BMW I strongly suggest you visit him first. You won't be disappointed. More

BMW of Honolulu is disingenuous with about every effort related to automotive repair under warranty. They willfully took a product hey knew had major discrepancies and threatened and harassed me to have t related to automotive repair under warranty. They willfully took a product hey knew had major discrepancies and threatened and harassed me to have the vehicle removed even though it suffered from a know NHSTA issue. They commingled information with the insurance company GEICO to ward off any claims of repairs. Then sicked their legal counsel on me as I disagreed with their past efforts to dutifully act in legitimate efforts to properly estimate the vehicle. More

These guys do not honor any buying service pricing and do not deal on price. Their special is MSRP all day long. There are dealers all over the mainland who will ship a car to you in a week for thousands not deal on price. Their special is MSRP all day long. There are dealers all over the mainland who will ship a car to you in a week for thousands less than these guys charge. Don't let the salesguys lie to you, according to their BMW franchise agreement, they are obligated to honor the manufacturer's warranty and service plan for all BMWs regardless of where you purchased it. More

These guys are very proud of their pricing structure. These guys are very proud of their pricing structure. Basically, here is the math: Whatever the reasonable price you think a part should cost These guys are very proud of their pricing structure. Basically, here is the math: Whatever the reasonable price you think a part should cost, mark it up anywhere from 100-400% Whatever the reasonable price you think labor should be, double to quadruple that too. Worse yet, these guys never stock anything and they also don't give out loaners. Unless you go in for a warranty repair, go anywhere else. As for warranty repairs, make sure they don't break anything else while they have your car. Sad to say but the service writers get a kickback for ripping people off, one of those kickbacks is keeping their job as they have to meet specific sales numbers or be fired. Those that do well ripping people off, make the big bucks on commission. More

BMW of Honolulu is a nice enough dealership as far as friendliness goes and everyone greets you and treats you nice. However their actual service was really poor. My experience pertains to service of my friendliness goes and everyone greets you and treats you nice. However their actual service was really poor. My experience pertains to service of my car. + They worked on my car fairly quickly to find the problem, called promptly (first day car was at shop, I had no appointment and had my car towed in as it broke down) and advised parts not in stock and should arrive in 3 or 4 days. - No follow up, I had to call 5 days later only to be told that the parts came in after 3 days but they "forgot" to work on it. + Lots of apologies. Promised to have car worked on as soon as possible. - That soon as possible wouldn't be until the 8th day as it was heading into a Sun + holiday on Monday. - No apologies when picking up car for delay of 4-5 days. Almost like it never happened. - Price on invoice lists $760 dollars labor- there is no breakdown of hourly labor fee. No breakdown of how much time was spent on each job. Diagnosis of problem / change fuel filter / change fuel pump. A search online shows labor to install a fuel pump shouldn't be more than 1 hour even for a DIY person. - Invoice states that I approved at $1500 estimate on initial notification of problem. That did not happen. +Car was nicely cleaned inside and out. - Discovered following day that rear seat cushion was not put back correctly. Instead it was just lying there without being secured down. - Discovered shop rag left in engine bay a few days later while working on changing belts myself. Close to radiator fan which could have caused big trouble if it managed to get stuck. So in summary I would prefer never to return to this place again but I probably will have to since they are the only BMW dealership on the island. More

Buying a car doesn't get any easier or more pleasant than this. We were in the market for a used 3 series, and we were never pressured to upgrade to something we couldn't afford. Rob Doyle was our sales advi this. We were in the market for a used 3 series, and we were never pressured to upgrade to something we couldn't afford. Rob Doyle was our sales advisor, and he went out of his way on a number of occasions to help us find the right car, including calling us the day that one came in. There was no pressure at any point in the process, and even at the last minute when a couple of flaws were found in the car, they honored the repair without trying to renegotiate the price. Even buying a pre-owned car, we were treated with the utmost respect. Great experience from top to bottom. More