Honolulu Volkswagen

Worst Service Experience In My Life Scheduled my wife's 2015 VW TDi for 10,000 mile service (firs oil change and tire rotation) 3 weeks in advance online at the Honolulu VW website a Scheduled my wife's 2015 VW TDi for 10,000 mile service (firs oil change and tire rotation) 3 weeks in advance online at the Honolulu VW website and received a confirmation code. As the day grew near, I didn't receive a confirmation call from Honolulu VW, so I called and spoke to their scheduling department. The young woman who answered the phone took my name and phone number and stated that she did not see my appointment in the system. I then offered to give her my confirmation code (which I took a screen shot of), she then stated that they "don't go by that number". I then reiterated that I booked the appointment online, to which she responded that they were having issues with online booking, and that it looks like my appointment didn't book. I then asked if I could still bring my wife's car, being that I booked the appointment 3 weeks in advanced, it was a simple service and I planned my entire day around it and was told no, that they were totally booked. I then asked to speak to the service manager. The man who answered the phone, who introduced himself as the manager, then asked me what the situation was. I retold the story above to him, to which he responded "ya, we are having issues with the website." I asked him why the option to book online was still available on the website if it's a known problem, and was told "we're working on it". I then asked him again if I can get my vehicle in for service and was told no, that I needed to reschedule (at the time, approx. 2 weeks later). I then told him that my vehicle has hit the manufacturer suggested mileage for service and I wasn't comfortable putting it off for another 2 weeks, being that it was my wife's car, and was told again that they were booked. I asked what my options were and he said I can either reschedule or go to another dealer, which with 1 day notice would be next to impossible. My response to him was, are you kidding me?! To which he then HUNG UP ON ME. I immediately called back and the same man answered the phone and I asked why he hung up on me. He responded that I wasn't speaking professionally to him so why should he listen to me? I WAS FURIOUS! At no point was an apology offered, at no point did they try to accommodate me, even though this issue was 100% the fault of the dealer. I then informed him that I have owned multiple VW vehicles, and currently leasing 2 2015 VW's and I'm normally a customer of Tony VW, and Tony VW never treated me the way that he was, to which his response was, and I quote, "Then take it back there". I hung up the phone in a total loss of words, SHOCKED at the way I was treated. As bad as that story was, it get's much worse..... After my phone call, I called Volkswagen Consumer Affairs to share with them how a dealer representing their brand is treating their loyal customers who have multiple VW vehicles. I was given a case number and told someone would follow up with me. APPROXIMATELY 30 MINUTES LATER, MY BOSS CALLED ME IN HIS OFFICE AND TOLD ME THAT THE SERVICE MANAGER AT HONOLULU VW CALLED HIM AND SAID THAT HE WAS CONSIDERING FILING A POLICE REPORT ON ME FOR VERBAL THREATS! MY PLACE OF EMPLOYMENT HAS NOTHING TO DO WITH THE SITUATION, AND THAT MEANS THE GENTLEMAN I SPOKE TO VIOLATED EVERY CONSUMER PRIVACY LAW IN THE BOOKS BY LOOKING UP MY PERSONAL INFORMATION AND CALLING MY PLACE OF EMPLOYMENT! I WAS FLABBERGASTED! I then added that complaint with VW consumer affairs and was told that my case would be upgraded to the regional case manager and I would be contacted soon. Still upset about the situation, I then called the regional manager for Lithia and shared my experience. I must say that the regional manager was great, and seemed very genuinely concerned about my experience and offered to hand walk my car through service and have it detailed free of charge. I told her that if the service manager was willing to look up my private information and call my place of employment, whats to say he wouldn't tamper with my wife's vehicle, and that was something I simply could not risk. Now, on to the good: When I contacted VW consumer affairs, they offered to pass my information on to Tony Volkswagen to see if they could squeeze me in. IMMEDIATELY after my phone call, I was contacted by an awesome customer care representative from Tony and was told that I could bring my car in the next day AT MY PREFERRED TIME, WITH ONE DAY NOTICE! Gary Hu, Guy Miyasaki and Damon Duprey took awesome care of me and even cleaned my wife's car at no additional charge for the inconvenience. The crew at Tony VW is fantastic, and even though my problem did not involve them, they went out of their way to make me a very happy customer. I will be servicing and purchasing all of my vehicles through them. I am currently considering perusing legal action against this dealer for violating consumer privacy laws. Thank you again Tony VW crew! More

Great experience This was my first time here and it was amazing. The dealership was very nice and clean. The staff was friendly and infirmative. The shuttle driver w This was my first time here and it was amazing. The dealership was very nice and clean. The staff was friendly and infirmative. The shuttle driver was polite and professional. Thank you More

The best service we ever had. Excellent service. People were so nice. Environment was very comfortable. They washed and cleaned my truck willingly. I didn't have to beg for it to b Excellent service. People were so nice. Environment was very comfortable. They washed and cleaned my truck willingly. I didn't have to beg for it to be done. I would love to come back to VW for all my services. I don't want to go back to GMC, they are so unorganized and I had a lot of bad experiences there. I thank GOD everyday that your service department came into my life. Looking forward to seeing you all on my next service appointment!! Mahalo ;-) More

Nice deals on my VW. I find this dealer was friendly and very enthusiastic about the vehicles and they never hesitated to answer my questions about the vehicles. They prov I find this dealer was friendly and very enthusiastic about the vehicles and they never hesitated to answer my questions about the vehicles. They provide a great atmosphere on their customer service. I left with a smile. More

Recall updates Friendly, expedient service, convenient shuttle, clean waiting area, gourmet coffee was excellent. I would recommend highly. Next vehicle will be ano Friendly, expedient service, convenient shuttle, clean waiting area, gourmet coffee was excellent. I would recommend highly. Next vehicle will be another VW. They even washed my car. More

Came in for a transsmission check Very fast and professional, had some rough shifting, They quickly protected the interior and went for a test drive. Clear explanations and didnt "crea Very fast and professional, had some rough shifting, They quickly protected the interior and went for a test drive. Clear explanations and didnt "create work". Inspired a lot of confidence and the mechanic seemed very knowledgeable and honest. We all need this! Mahalo More

Safe, reliable and comfortable! The people of Honolulu Volkswagen are warm-hearted, nice and helpful. And I have been driving my previous Volkswagen for 6 years. The past driving exp The people of Honolulu Volkswagen are warm-hearted, nice and helpful. And I have been driving my previous Volkswagen for 6 years. The past driving experience let me feel safe, reliable and comfortable. That's why I chose to take a Volkswagen again in Honolulu. More

Maintenance on my VW Beetle Very prompt service upon my arrival. Very patient in answering my questions. Service was quick, faster than expected and cashier was very friendly a Very prompt service upon my arrival. Very patient in answering my questions. Service was quick, faster than expected and cashier was very friendly and did not keep me waiting unnecessarily. Overall, very professional service--I would not hesitate coming back again. Thank you! More

Service Every effort to do things right surprised the heck out of me. Dennis made the whole process work really well, and in the background was the General Ma Every effort to do things right surprised the heck out of me. Dennis made the whole process work really well, and in the background was the General Manager offering even more support to be sure I was happy. Can you ask for any more than that? More

No comms There is no communication from sales or service. Customers should not have to call this business to get updates. The company should have all the inf There is no communication from sales or service. Customers should not have to call this business to get updates. The company should have all the information to inform the paying customer. This dealership will not get my business againe More