Honolulu GMC Cadillac

My overall experience with the service department’s processes and overall operations was disappointing. In Dec 2022 I made an online service appointment for the first available date of Jan 14, only to processes and overall operations was disappointing. In Dec 2022 I made an online service appointment for the first available date of Jan 14, only to be called on Jan 13 that the system is unable to show the comments I wrote. I mentioned that I needed 4wd service and I was informed that the weekends do not take such requests and is simply quick lubing / oil changes etc. i asked for another appt for the 4wd service which was next available 2/06. Our truck was not completed until 2/17. During these 2 weeks it was almost impossible to get a response from the texting service and not once when I called were the phone lines answered. I emailed on top of the messages and countless phone calls but still very difficult to get a complete answer. During week 1 my truck sat undiagnosed 3 full days. It wasn’t until i received a call on 2/8/2023 from Irene who told me that there are still no updates, mind you this was late in the afternoon. I explained my lack of car situation and need for the repair or an update. I couldn’t get a service vehicle because I didn’t have an extended warranty. I expressed how frustrated I was as The truck was my only means of transportation yet nothing could be done not even a guarantee for diagnosis when I had a scheduled appointment for 2/06/2023. I asked to speak with the manager.Ashley, but she was unavailable to speak with me. Irene called me back close to 5p to share good news and that a diagnostic scan was completed and the 4wd service was showing but it required further analysis to determine exactly what parts and type of repair was needed. On Friday 2/10/2023 I was finally able to receive the attachment with the quotation and suggested repairs. I called the parts department as I was not getting any information on my inquiries, who actually helped me to confirm the repairs needed and air ship the bolts in. They answered the phone and were quick to get me info. I knew that the parts were scheduled to arrive on Monday 2/13 so on 2/14 I followed up again with service to ensure that I got answers on my additional requests but no response other than a text that said “we are still working on your vehicle”. I resorted to reaching out to the parts department yet again, Sheldon who helped me get answers and an update. I believe that my vehicle didn’t sit in the yard any longer because Sheldon in parts helped to prioritize my appointment. I made a 2nd attempt to speak with Ashley, the service manager but she was not in office when we picked up the vehicle. I have been a loyal customer to GMC honolulu, Lithia since 2017 when my family and I moved to hawaii. I am extremely disappointed with the service I received and the lack of operational coverage that existed. I asked for a compensatory discount to somewhat offset or acknowledge my extreme inconvenience but Ashley was not able to authorize it over the phone and said I could speak with her when she was in office after an hour or see her Monday, 2/20. The lack of staffing and ability to have a service recovery plan is evident. Our truck is constantly being sought out for a trade in by the dealership and I know this because we consistently receive letters in the mail soliciting for our interest. I am sharing my experience because there needs to be a full assessment of jobs or service work orders coming in with staffing needs. If the team of repair technicians are able to handle the requests coming in then my assumption is the service advisors need a critical reset or an expansion of coverage to help offset the delay in their service offering. I invite any requests to further discuss my concerns but also the recognition for Sheldon at parts. More

Andrew was awsome! He definitely worked with us to help us get into something we were comfortable and sarisfied with. We walked out of the dealership satisfied with our He definitely worked with us to help us get into something we were comfortable and sarisfied with. We walked out of the dealership satisfied with our purchase and the service we received from him. Theresa was also great! She definitely made the financing side hassle-free. Will be back again in the future to purchase again. Hope they are both still there. More

It was great working with our salesman Andrew! He was easy to talk to but better yet he listened to what we were asking for! He was easy to talk to but better yet he listened to what we were asking for! More

The service was excellent and fast. I had my oil changed, tires rotated and took advantage of the “rain protection” package and had my windshield wipers replaced. The service inspection I had my oil changed, tires rotated and took advantage of the “rain protection” package and had my windshield wipers replaced. The service inspection also revealed that my engine air filter was due for replacement and that was replaced. I used my GM rewards to pay for the service. More

Nice and caring people who care about your thoughts and options about your vehicle of choice options about your vehicle of choice More

The service we had was the best ever had i will recommend it to my other family it to my other family More

Guess lack of employees, oil change and tire rotation 3 hours. Front desk agent Irene tried as mush as she could. hours. Front desk agent Irene tried as mush as she could. More

You had my car between two and three weeks before you even worked on it at all. even worked on it at all. More

Dealership was average, still awaiting registration from Sean so that's the biggest hassle. It's been over 2 weeks and I could have registered the vehicle and had the safety inspection completed already. Th Sean so that's the biggest hassle. It's been over 2 weeks and I could have registered the vehicle and had the safety inspection completed already. The car was given to me on 1/4 of a tank which in my entire experience of buying cars (over 30 years) I've never experienced as the dealership fees normally include a detail of the car and a full tank of gas. Overall, the experience started off good and dwindled downhill from there. More

I came in to make an appointment back in Jan. I was very pleased with the customer service at the time although I was a little taken back when they told me I would have to wait over a month for m I was very pleased with the customer service at the time although I was a little taken back when they told me I would have to wait over a month for my appointment. Fast forward to my appointment day. I show up to drop my vehicle off and I am informed that they will not be able to get to my vehicle for 3 or 4 days. Umm, ok, but I have an appointment. The very kind lady informs me that they are backed up. I asked if I should just bring it back in a few days and she said they couldn't do that and they would need to keep it. I asked why I wasn't informed earlier so I could have made ride arrangements. She said they were very backed up and she was the only Service Advisor. I get that. I asked if they had a loaner, no. Ok. So I get to the dealership for an appointment I have waited for for over a month to this lovely surprise. I leave my truck there hoping they get to it. I showed up that afternoon to check to see if they got to it and had already scheduled another appointment for a few days later at a different dealership. The sole Service Advisor was backed up with 4 or 5 customers all asking about why they don't get calls or why their vehicles aren't seen during the scheduled appointments. I completely understand where they are coming from, and I do not blame her for any of this. She is doing the best she can under these circumstances. What I have a problem with is why isn't someone from a different department or a manager coming over to help. They sure can add dealer mark up to the MSRP prices, but can't fix the vehicles they sell. Do better GMC. More