Aiea, HI ("Pearlridge")
I had been a happy customer for many years but my experience last week makes me start to forget why I ever referred friends and family there before, excepting that the people are always nice. Having said that, I take my car in to get FIXED. I am now needing another appointment and wondering if I should even think about going back. Along with maintenance items, my engine light was on and the main window switch control for the front passenger seat was not working. I had to arrange for a day when the specialized mechanic would be in. I tried an after market part to fix the engine light issue but the mechanic said I'd need an OEM part. Well, the check engine light is off for now even without the OEM part. All maintenance issues done. But now ALL passenger windows don't work at all (BAD) and they're telling me they don't know why (WORSE). They need to communicate better with customers AND each other. This time there were way too many communication glitches. Nobody likes having to call in for an update late in the day only to find their car will not be ready, nor having to repeatedly chase down a service advisor who they say will call you but doesn't. It's their job to relay information, even when it's not good or tough, on a timely basis. I received mixed messages and more apologies than I can count on both hands and feet. They lost a battery sale due to a communication glitch. It's been frustrating. I'm only one customer but might become one less customer soon. I've seen them at their best. Last week wasn't it. Waiting for an escalation call and still having a broken switch makes week #2 not it either.