Sheldon Ahlo | Page 3

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

by ACRCAMACHO Verified Customer Verified Customer

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Driving and using my car for (5) years now, up kept my yearly car maintenance service. Your service department been very helpful . yearly car maintenance service. Your service department been very helpful . More

by ROWLAND_S Verified Customer Verified Customer

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Worst dealership ! I’ve been waiting at #2 for a loaner for 2 weeks and I know it’s been loaners being brought back . I have a job that demands random hrs so I need a v I’ve been waiting at #2 for a loaner for 2 weeks and I know it’s been loaners being brought back . I have a job that demands random hrs so I need a vehicle while my car is in the shop for their mistake . I have called this dealership over 50 times and no one answers and then I receive a call saying a vehicle may be coming in just for that not to happen . Lackluster customer service. It’s no reason I should be without a vehicle and it’s been this long it’s a SHAME . And I have to waste money on Ubers just to go to the service department because they don’t answer their phone . . I’ve been to the shop numerous of times just to keep hearing the same thing from them . They told me when I had my car serviced nothing was wrong just to have a massive oil leak going on because of them and no one said anything I brought my car back to the dealership they literally haven’t been trying and I don’t know the reason why I’ve been waiting this long just to keep hearing the same things . It’s not right at all . And they literally told me to get a car from enterprise until they have a loaner available but if I knew it was going to be this long of a wait just for a loaner or either my car to get fixed I would’ve been gotten one . More

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I am truly grateful to have trusted GMC to have my vehicle taken care of my every thing the vehicle needs I believe that I am in great hands. So I would personally thank each and everyone at Honolulu vehicle taken care of my every thing the vehicle needs I believe that I am in great hands. So I would personally thank each and everyone at Honolulu GMC Dealership for everything they do for us customers… More

by Lahaina Fagota Verified Customer Verified Customer

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Poor customer service, do not return calls when messages are left. This is shameful, people are left. This is shameful, people More

by Jean1926 Verified Customer Verified Customer

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Dante and Justen were great to work with. These professionals did right by us in a market that favors the sellers. We were treat fairly and with respect. These professionals did right by us in a market that favors the sellers. We were treat fairly and with respect. More

by RR33 Verified Customer Verified Customer

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Thank you everyone at Honolulu dealership for helping me with anew Escalade. Vehicle is great. Mahalo everyone. Great job with anew Escalade. Vehicle is great. Mahalo everyone. Great job More

by sunny707 Verified Customer Verified Customer

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Alan and his crew never fail to perform in a professional and timely manner for me. I manage a fleet of multiple vehicles and they handle everything I need. and timely manner for me. I manage a fleet of multiple vehicles and they handle everything I need. More

by PCUNNINGHAM0 Verified Customer Verified Customer

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Service shop definitely needs an update in the near future. Service team is awesome. 10/10! future. Service team is awesome. 10/10! More

by AKAPELIELA Verified Customer Verified Customer

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Excellent Sales and Service. General Manager, Mr..Justen Chilcoat makes the customer a # 1 priority. Chilcoat makes the customer a # 1 priority. More

by Francis Blanco Verified Customer Verified Customer

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