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November 2023 by John Steffens
Colin, Winchester and Chelsea were all very accommodating. Colin even picked me up from my home on the day of the purchase as my vehicle was not available. How cool is that?! This was the first time I asked for servicing on a previously owned vehicle and was informed that it was already completed instead of, being sold something I didn't need. Not only that but when I did need work done, my vehicle didn't have any "extra character" like scuffed running boards, dings etc.....Well done gang!
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November 2023 by Bryan Hoggatt
Inconsiderate. $87 for the part for repair and $500 for the labor, all for a gas cap door. Whatever, that’s a dealership for you. But our car has been there for 3 days and they only left us a voicemail after we hounded them about it. No loaner vehicle either so good thing I picked up my girlfriend or she’d still be in the lobby.
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November 2023 by Tiffany Johns
Just recently purchased from this location a little over a week ago now.No one was at the front desk upon entry.Once greeted after several mins the sales rep was extremely kind and helpful.Upon test drive of purchased vehicle I noticed it sounded loud.When taken back to have checked mechanic stated the front wheel bearing needed replaced.They did replace both as a courtesy, stating typically if one was bad then the other would probably need replaced as well soon.I was asked to bring the vehicle back on Monday to have work done (inconvenience number 1). They could not tell me when it would be ready. It did take basically the full day until completion.I was given a loaner car as "compensation"on a less than 3 day old purchase.The entire process was as smooth as a dealership experience could be initially.They gained my complete trust as a first time buyer from this organization only to leave me with utter dissatisfaction.I had a further issue with a burning smell which I informed dealership and general manager John.The vehicle was looked at by maintenance and stated the computer system needed an update.I let them know that I also needed to add 3 pints of oil as I checked oil after car sat for 30 min.I showed all staff involved pictures of completely dry dipstick along with the 3 empty oil pints I purchased.General manager could not explain nor did he have proof of where oil was at the time of purchase from mechanic.He stated he tries to get them to take pictures/videos of such things but cannot get them to do so(his words). So, I physically had proof they did not.I stated to everyone involved my dissatisfaction and John( general manager) proceeded to ask me what would help me to regain my trust in them.He offered 5 free gas tank refills as "compensation."I said I would think about it as I was extremely unhappy after just purchasing to have such problems which could have potentially been much worse seeing as how we were no where close to our home when the issues occurred.Which the purchase was on a Saturday issues were on the very next day(Sunday.) John( general manager) at this time gave me his card which included his cell so that we could revisit my complaints and attempt to come to a mutual agreement to guarantee my satisfaction as it states everywhere in the location.I attempted to follow-up with John via text message first stating my offer of satisfaction which was since my issue was oil related and I had proof( they did not) that I would think that if they would cover my oil changes for my vehicle that this would show me that they would stand behind their service and guarantee that this would never happen again.I did not hear fom John(general manager) the next business day.I then called the establishment and was told that the vice presidents or higher ups were there and that he would be in meetings all day so I asked to leave a voice mail. Minutes after I received a message via text from John stating that he would call me back.I did not hear from him. I spoke to Jessie at this location who was great in this process) and he stated that as soon as John came In he would have him call me.I never heard back after waiting almost all day. I then decided to stop by. Finally, got to speak to John (general manager).After discussing with him for at least 30 minutes it was obvious that it was not the customer satisfaction that was priority because he continued to stand his ground on free gas fill ups as "fair" compensation. Never even attempting to come to a mutual agreement on what I had proposed which in the big picture customer retention/satisfaction is worth more than some oil changes if it's going to help regain a new customers trust as well as gain potential new customers as I had a friend with me who was interested in purchasing in the future and was there during my initial date of purchase and had been impressed by my experience initially.That is not an option for them now as they were with me during my experience with oil issue as well.If customer satisfaction is this corporations sta
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November 2023 by Jennifer
I’ve always had a great experience with sales and service. Both teams are always going the extra mile and are incredibly friendly while doing so. Highly recommend!
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October 2023 by J B
Got an MDX from here on a lease, the lease is up soon. We will not be renewing. I will try to spare a long story, but we leased a vehicle three years ago and upon inspection before driving off the lot we noticed minor damage to some of the trimming on one of the doors. They promised they would fix it the up coming week, in an out they said. When I came in to get it fixed it was another story. I was getting d’d around. It was pretty much a honey pot situation, the sales guy who sold the car would always say he would get back to me, didn’t. Tell me to come in just to be turned around bc he did not coordinate with the service department. I kept getting passed around. Finally I was handed to John (gm) after 2 trips to Acura and 2 weeks of no replies. He eventually made it right but I will never forget a part of our conversation when he told me, “well, you shouldn’t have purchased the car if you’re so unhappy”. At that moment I felt like we made the biggest mistake, but it was too late. I told him, I was not unhappy with the car, I was unhappy with the service. These people will smile in your face until you sign your name on that line. I asked him, how would he feel? Was I wrong to be upset? My “new” car had damage that they were trying not to fix after promising to fix it. Damage that was their fault. Damage that they would charge me upon return of the lease. They made what was supposed to be a happy time, so regretful. Well guess what John, we won’t be making that same mistake twice. Dear Lithia, The cars aren’t selling bc of John’s stellar customer service. I have honestly gotten better customer service at Walmart, and that says a lot.
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October 2023 by Michael Yim
I want to express my profound disappointment with my recent experience at Acura of Honolulu, particularly in my interactions with a sales representative named Kodee. As a dedicated Acura customer since 1998, I have always held the brand in high esteem for its exceptional reputation and commitment to superior service. However, my recent interaction with Kodee has left me questioning the standards upheld at this dealership.My initial interaction with Kodee was not unpleasant, as she expressed interest in appraising my Acura for a potential trade-in and helping me purchase a used minivan from their inventory. However, my concerns emerged during our subsequent interactions. Kodee's lack of responsiveness became increasingly evident, necessitating frequent reminders for updates on the appraisal progress and the availability of the minivan I had expressed interest in.In a perplexing turn of events, I decided to visit the dealership in person to seek clarity on the situation. To my dismay, Kodee's demeanor was marked by unprofessionalism. She stood with her hands in her pockets, an action that was not only disrespectful but also conveyed a lack of engagement and interest in assisting me as a customer. This behavior is not aligned with the high standards of customer service that Acura is renowned for.My utmost concern is the potential damage that Kodee's unprofessional conduct may inflict upon Acura's reputation. As a loyal patron, I firmly believe that the hallmark of Acura's brand is built on the pillars of respect, transparency, and impeccable service. The fact that these values were not upheld during my recent interactions with Kodee is deeply disheartening.I implore Acura of Honolulu to take this feedback seriously and address the unprofessional behavior exhibited by Kodee. It is crucial that Acura's reputation for excellence in customer service remains untarnished. Customers should always feel valued and respected when engaging with the Acura brand, and incidents such as the one I experienced have the potential to erode that reputation.
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October 2023 by Sean S.
I've leased two vehicles from Acura of Honolulu. I've had no problems with my vehicle s, and with the exception of one sales manager that no longer works there, the service has been great. The service department is great with a very friendly and helpful team. The one star is for Acura roadside assistance. I needed a tow, so I called the number on my door. I got transferred many times, one person even told me that my service expired. My car isn't even three years old! Then the wait. I waited for two hours, and when I called to check on the status, they said that I didn't respond and they cancelled my request. Then they put in another request, I waited another hour, and still nothing. I called again, they told me they couldn't find a provider, and they had to make another request. One more hour, still nothing. I gave up and called my own tow truck. If you like Acuras, great, go get yourself one. But if you want better built in roadside assistance, look elsewhere. Acura link is broken, if it were a carabiner for hiking, it would unlink and you would fall, guaranteed!
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August 2023 by Li B
Rayleen Garcia part adviser and Terence Okada parts consultant were a big help with an issue I was having. So happy Acura has professionals like them there. They are there to help and resolve not just have you spend money. I will be happy to return back to Acura Honolulu with any future needs instead of being skeptical. Very impressed with the parts department .
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August 2023 by Ronnettelynne correa
I had a wonderful experience at Acura of Honolulu! The staff was super friendly and gave me a detailed explanation of the work on my vehicle. Plus, they offered me a loaner car, making the whole experience exceptional. Highly recommend!
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July 2023 by Atau S.
Despite your comment Reuben, I have yet to receive a call back from anyone in your service dept to help me with my situation. That was 2 days ago that I left a message. Not good.
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July 2023 by John K.
I highly recommend you do not sell your vehicle here. They lowballed the offer, then failed to submit the payment to my bank for 10 days. My paperwork was sitting in an office unsigned, unprocessed. The only reason it was even submitted at the 10 day mark and processed at the 12 day mark was because I called to ask where my payment was.The only reassurance I get from the General Manager was "Theoretically we sent it off at 10 days"...which is only because I called at 10 days.They will mishandle your paperwork, not fulfill their end of the bargain unless you remind them to, and argue with you about it. Go elsewhere.UPDATE: It has 13 days and I still have not received payment.
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July 2023 by John Kitzmiller
I highly recommend you do not sell your vehicle here. They lowballed the offer, then failed to submit the payment to my bank for 10 days. My paperwork was sitting in an office unsigned, unprocessed. The only reason it was even submitted at the 10 day mark and processed at the 12 day mark was because I called to ask where my payment was.The only reassurance I get from the General Manager was "Theoretically we sent it off at 10 days"...which is only because I called at 10 days.They will mishandle your paperwork, not fulfill their end of the bargain unless you remind them to, and argue with you about it. Go elsewhere.
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June 2023 by Azuki Popa
Don’t buy a used car from here!! You will be treated like second class citizen. They only prioritize “Acura new car” department. Also if you buy the lifetime only change package they will not stock your oil filter unless it’s an Acura. This will leave you waiting hours for a basic oil change. Lastly, once they have your info the mailers and phone calls can will not stop. They’ll try to buy back the car they sold you, to get you to buy another car from them. Ridiculous! I purchased several cars in my life and this has been the worst experience.
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June 2023 by Justin Jones
Acura Honolulu is a joke. Don’t waste your time with KBB instant cash offer. Low balled my extremely low mileage/well maintained car after they knew I wasn’t buying a car. This was for an early lease turn in offer. Plenty of other dealers to go to.
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May 2023 by J C
Plain and simple 1 star, until they improve and make it right for the frustration. Nice staff though or at least they seemed that way.
