Honolulu Ford - Service Center

Important: Ensure Your Vehicle’s Condition Is Documented and Inventoried Before Any Service at This Location DO NOT take your vehicle in for service at this dealership unless you have a detailed inventor and Inventoried Before Any Service at This Location DO NOT take your vehicle in for service at this dealership unless you have a detailed inventory of every factory-direct part your car came with. And be prepared to verify the inventory immediately after pickup. Otherwise, small but essential parts may go missing, and you may receive little support in resolving the issue. I brought my car in for a TPMS replacement and SYNC diagnostic. After retrieving the vehicle, I later discovered that the OEM driver-side floormat had been replaced with a used passenger-side floormat. This car is garage-kept, detailed monthly, and has not been serviced anywhere else since I visited Honolulu Ford. My spouse and I are the sole users of the vehicle, so the possibility that we made the switch ourselves is nonexistent. We contacted Honolulu Ford immediately upon discovery. The first employee I spoke with responded by bluntly asking: "Are you sure you picked up the right car?" Given that our vehicle is visually distinct in both model and color, and that three weeks had passed, this question came across as not only dismissive but also insulting. Eventually, I was referred to Jameson Delanoza, the Fixed Operations Director at Honolulu Ford. In our conversation, he suggested that I may have never had a driver-side floormat at all, even though my original floormat includes safety grommets (anchor points), which are a standard factory feature. He also remarked that "lightning would have to strike three times" for the mat to have been swapped at their facility, implying that such a mistake was, in his view, virtually impossible. After an extended back-and-forth, Mr. Delanoza told me: “We are at an impasse.” He maintained that I had no way to prove the floormat was there to begin with and emphasized that they were not responsible for personal items left in the vehicle. However, the flaw in that logic is significant: this wasn’t a personal item, it was a factory-installed, safety-related component of the car. He further stated that it was my responsibility as the customer to inspect the vehicle thoroughly before leaving the lot. While that might apply to valuables or loose items, it is unreasonable to expect customers to confirm that factory-assembled parts, especially those unrelated to the area of service, are still intact. By that standard, if you go in for an oil change, you’re expected to verify that your taillights are still in place before driving away. We followed up with Mr. Delanoza in person (8/12) after a phone conversation the previous day. He stated that he would speak with General Manager Justen Chilcoat to explore a solution. He promised a response by 8/13, but as of 8/14, we have heard nothing back. We’re still hopeful for a fair resolution, but not optimistic. So far, we’ve experienced delays, dismissiveness, and, at times, accusations that suggest we’re being dishonest for simply wanting back what was originally part of our vehicle. To some, this may seem like a small issue … “just a floormat”…but to us, it’s about principle, accountability, and respect for our property. We take pride in maintaining a safe, clean, and well-cared-for vehicle, and it's disheartening to have that undermined by a Ford service provider we trusted. Let this serve as a warning: document everything, take photos of your vehicle beforehand and during pick up, and don’t assume that everything will be returned as it was at Honolulu Ford. More

I visit the Ford dealership in Hawaii, for Oil Change, since I purchase the Life Time oil change, as long I have the car. Unfortunately, the issue with engine light on was never resolved since I bought since I purchase the Life Time oil change, as long I have the car. Unfortunately, the issue with engine light on was never resolved since I bought the car in Sept 2017, they will fix it from 2018 through 2021, which still under warranty. To date 2025 in February , here comes the "engine light on " showing on the screen . According the Ford Service Dept, it will be additional charge to fix it . I reported this issue with NHTSA. More

Terrible customer service. Countless calls and messages not returned. Employees are overwhelmed to the point of not caring anymore. Countless calls and messages not returned. Employees are overwhelmed to the point of not caring anymore. More

Went to Honolulu Ford Service today and it was one of the worst experiences I’ve ever had with a car dealership. I have a 2021 Gt mustang that needed a recall and warranty work. The warranty work was for eit worst experiences I’ve ever had with a car dealership. I have a 2021 Gt mustang that needed a recall and warranty work. The warranty work was for either a thrust washer or axel nut because the car makes a popping and clicking sound when putting it in reverse and drive. There is also a TSB out for this problem. The recall was done but the warranty work was not done. The “service adviser” Alissa informed me that because I had a modified suspension (lowering springs, vertical links, toe links and subframe support) the warranty work was not done. She said that they don’t touch modified things and that the suspension was making the sound. I informed her that the drive train was making the sound and not the suspension. It was making the sound 30 days after I purchased it and no modifications were done at that time. I informed her that I explained the TSB for the thrust washer and axel when I called to make the reservation for service. She said do you want to leave it here to get it looked at again but I doubt anything would be done because of the suspension modifications. I informed her I would take it somewhere else because I know have zero confidence in their mechanics because the thought it was the suspension when it is very obvious it is a drivetrain/axel problem if you actually put it on a lift and really inspect it. It’s sad because after the great buying I had with my brand new Explorer st I thought I had found a great Ford dealership. We are shopping for a new gt mustang for my daughter and it looks like I will be looking elsewhere. Stay away from their service department. Their mechanics are very incompetent. More

My recent experience with Ford service in Honolulu was utterly disappointing. Not only did they fail to communicate any updates during my routine service appointment, but they also managed to break a part utterly disappointing. Not only did they fail to communicate any updates during my routine service appointment, but they also managed to break a part of my interior door handle and promised to fix it at my home, which never happened. The level of customer service I received was abysmal, with unreturned calls and empty assurances. It's regrettable that such a reputable brand would allow its service center in Honolulu to provide such a frustrating and unprofessional experience. I strongly advise others to consider alternative options for their vehicle service needs. In fact, I was so fed up with their service that I ultimately donated my car, and I haven't been happier since leaving Ford. More

If I could give 100 stars I would. Shanisha is a great service advisor. Her customer service is always outstanding. Thank you Shanisha for always taking care of my truck. Shanisha is a great service advisor. Her customer service is always outstanding. Thank you Shanisha for always taking care of my truck. More

Friendly and professional Tech Advisor (Malia) the service time was point on, met all expectations. service time was point on, met all expectations. More

Service has been great and Theresa Pappered my Service Advisor is the main reason I continue to come back! She is OUTSTANDING! Advisor is the main reason I continue to come back! She is OUTSTANDING! More

service for my 2008 Fusion, There is really nothing much more to say... All Good. more to say... All Good. More

Service advisor awesome customer service. Thank you Shanisha for the great communication and all the updates on vehicle. Thank you Shanisha for the great communication and all the updates on vehicle. More