Windward Ford of Hawaii — Local services in Oʻahu

I brought my 2013 Mustang GT to Windward Ford on July 30, 2024, for major service, including replacing the electrical gear system and addressing a recall on the airbags. My service advisor, Chester, told me that the parts would take a week to arrive and the car would be ready by August 7. However, when I followed up on August 6, I was told that my car wouldn’t be ready because other customers were ahead of me. This lack of communication about the delay was disconcerting. I kept following up over the next few weeks, but they kept giving me excuses like being short-staffed and having other people ahead of me, which I understood. However, it was extremely frustrating as I had planned around the initial timeline they provided. After multiple follow-ups, I finally picked up my car on August 16, well over two weeks after I initially dropped it off. If this were my main daily car, I would have been completely without transportation for over two weeks, and they didn’t even offer a complimentary loaner vehicle. In addition to picking up my car, I noticed they had messed up the steering wheel alignment and couldn’t address it until August 24. After having the car back for a few weeks, in September 2024, I discovered two new issues caused by Windward Ford during their service. I noticed that the underbody cover was hanging loose from a distance, and upon closer inspection, it was clear the cover had either been over-tightened, not installed properly, or handled improperly during their service, causing it to break. This poor handling of the vehicle was a cause for concern. I also noticed a squeaky sound while driving. Since I only drive my Mustang occasionally on weekends and it sits low, I didn’t notice these problems earlier. However, I am cautious with my driving, and even though my car sits low, I have sufficient ground clearance for speed bumps and potholes. I tried calling Windward Ford multiple times to report these discrepancies, but I couldn’t get through despite numerous attempts. After several failed calls, I finally had to visit the dealership in person on October 5. Once I was there, Alaina and the technicians told me that the squeaky noise was suspension-related. They claimed that I must have hit a pothole or speed bump and denied any responsibility for the underbody cover damage despite the clear signs of improper handling during their service. To make matters worse, I was told that Windward Ford was fully booked and couldn’t even look at my car until January 9, 2025. Instead of taking responsibility, they suggested I go to a body shop to order the part and have them address the issue. I was left to handle this myself or wait for a ridiculous three-month delay. This lack of ownership and disregard for customer satisfaction is absolutely unacceptable. Overall, this experience has been incredibly frustrating, and I want others to be aware of Windward Ford's lack of professionalism and accountability. I strongly urge anyone considering using Windward Ford to reconsider. Based on my experience, you may face delays, poor service, and a lack of accountability, as I have. For reference, I have attached images showing the underbody cover damage caused during...

Don’t give them your hard earned money it’s all they care about!! I recently purchased a van from Windward Ford for 14k. The post for this van was low mileage excellent condition I bought the vehicle site unseen (huge mistake on my behalf), I did this because I live on neighboring island of Maui where at the time we were experiencing extreme shortages of vehicles and because of Covid checking out the vehicle was very difficult. My salesman was Austin and I had to trust that when I asked him for his word that the vehicle was in good working condition with cold ac it was so. Again I made a huge mistake. It wasn’t their fault shipping took 6 weeks I knew it would take a while they told me that the doors weren’t locking properly and that in the 6 weeks they were getting parts and fixing it. Almost 2 months after I paid for the vehicle I received it on Maui (again any time line not their fault). Upon initial inspection of the vehicle I noticed the window trim was electrical taped on and the trim on front windshield was peeling off. The van would shake a little at stop lights which I thought was strange but they threw in a lifetime warranty so I thought nothing of it at first. But wait the air conditioning isn’t working properly… the ac isn’t working at all!! the doors don’t lock when you hit button on keys… the back passenger door doesn’t lock at all!!! Check engine light comes on misfire in 4th cylinder. I contacted Windward Ford salesman Austin told me such an old vehicle with high mileage these things happen. Austin said he would speak with management and see what he could do. They did nothing no apology nothing at all!! I took it to a shop that said there were oil leaks due to the vehicle being over filled with oil that could cause misfire. This is we’re my relationship with service manager JR began. JR at first seemed like he would try to help me. JR responded to a few emails before just ignoring me entirely. He would tell me he’d call the shop that made the discovery but never would he said he left messages never did. I was never even on hold once at the shop he claims won’t call him back. Why wouldn’t they call they’ve done nothing wrong!! I know this is a long story but I need to tell it companies like Windward Ford are taking advantage of hard working people. I feel like I have been robbed I gave them a lot of money and they gave me a broken car. They refuse to take any ownership of the terrible service they’ve provided. Windward Ford has financially injured me and my ohana. They have zero aloha. Please don’t bring business their way they don’t deserve it they’re dishonest and their word is rubbish. I made the mistake of signing a paper that said “as is” and trusting someone I didn’t know because they worked in...

I’m very pleased with the courtesy of the employees at the service counter. For several years now’s there has been a vast improvement. My car has been well taken care of and the ordeal of getting an appointment and getting a response has been greatly improved.

Unfortunately I am unable to give my visit a five star rating. When I went to pick up my car for its 30,000 mi maintenance check and everything went smoothly, an employee opened the door for me and I gasped because the floor of my car that I was about to step into was extremely dirty as was the area stepping into the car. This young man had removed the paper protector that they use while they’re working on the car but beneath the paper protector, all this other dirt and grit was still there.

This may seem like a very minor issue, but for me, it was rather ironical. Let me explain: The last time I was there, I was believing that the car would be washed and vacuumed after it was serviced, and I was terribly disappointed that it wasn’t. ( I was under the impression that most dealerships offered this as a customer service). So this time I didn’t expect it, and I decided I would wash my car and vacuum it just before taking the car in for its maintenance service. That way it would be clean when I picked it up.lol.

But unfortunately, I was further dismayed by this young man’s reaction when I expressed my surprise at how dirty it was. He said “oh” and quickly took the mat out of the car and shook it and replaced it. Well, it was still full of dirty scuff marks, and I looked at him quizzically. He offered that I could just spray it and wipe it, and it would be fine. So I got into my car and left, but I wasn’t happy.

I am making my comments because I do believe customer service is a very important aspect of doing business in a small community. I am so thankful for the improvements that Winward Ford has made in this area in the last several years, but small things like this do make a big difference for return customers. It wouldn’t have taken but a few minutes before my car was delivered to me, to have cleaned the area. ( I wouldn’t have even known that it had been dirtied while working on my car). But returning a car in a condition like that is unsatisfactory. Again I know this is a minor issue to some people, but I do think it deserves mentioning my displeasure.

Hopefully this was a one-time happening, and the team that returns cars is aware of the necessity to make sure the work area (car)has been tidied up and cleaned if necessary, before a car is returned to its owner. Thank you for hearing me out. Susan Oakland.

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