Mercedes-Benz of Honolulu 818 Kapiolani Boulevard, Honolulu, HI 96813

"I brought my car in the other day to get a safety check done. Additionally I made an apt with Craig Hironaka, my service agent to set up an apt to get my catalytic converter finally fixed. My car had a damaged catalytic converter and the part was a special order. In November I came in to have the part replaced, but with new ownership turn over, new computers systems etc. they were unable to gey me a courtesy car. Additionally, they could not find the special order part that took months to get within their system, so I decided to come back another time as I was going to be traveling extensively Dec-Feb. When I brought my car in, March 18, 2024 due to the new Company’s computer system, Craig could not find the part. Even my past emails regarding the part said “this content is no longer available”. It appeared to me, that the new ownership’s new systems wiped out all the parts etc from the previous system, that I had waited for since last June. Without the part, I would no longer be able to legally drive my car as my safety and Registration renewal are both due in March. I left the car with Craig and went home to call my Insurance about a rental car until they could re order the special order part again. Craig called me around 1pm to say “Dawn, great news!! We found the part AND the car is fixed with Safety Check completed!! Unbelievable!!! I was wonderfully stunned and delighted that Craig and his team remembered the part ordered nearly a year ago and went on a mission to find it. I am so grateful that Craig stayed on it and even the mechanic remebered ordering it nearly a year ago. I am not thrilled, at all, that the new Company’s system deleted all previous service parts ordered and even deleted the link within my email regarding the part. I am over the moon thrilled that the employees, especially Craig worked above and beyond to find the part and get my car fixed. Big Mahalo to Craig Hironaka and the parts/service team for finding the part and having my car in and out in several hours 100% fixed!! Dawn McMurray E350 owner and loyal customer of Mercedes-Benz of Honolulu."

"Had problems purchasing new tires. Waited in lounge for over 3 hours then was told two of the new tires were no where to be found and they had no idea where they had gone. I called the service manager as well as the parts manager and asked for a return phone call as I had just wasted several hours of my time. Never heard from either of the managers.. My service advisor apologized several times as he could not get any answers where the pre-ordered tires have gone. He checked the prior day and they were in the parts department. I made a new appointment once the new replacement tires had arrived a week later. It's never a good sign when managers refuse to return their customers phone calls. I spent over $2,400.00 on tires and 4 wheel alignment. If it weren't for my service advisor I'd most likely never return to this dealership and certainly will never' buy a new vehicle from them. My time is valuable and with a pre-arranged appointment these type issues should not happen. My service advisor Dustin is the only reason I returned for the new run flat tires and service. He still keeps apologizing for the way in which things were handled and not receiving any return calls from either manager."

"I've been a Mercedes of Honolulu customer for nearly 20 years, even referred my mother here, who also purchased at this dealership. No more. This used to be a 5 star establishment. In the last several months, the service has been awful. Examples: - 1. Took my Mercedes in a few months ago to have the tires changed, took nearly 2 weeks to get the job done. Used to be "in and out." - 2. I entered a purchase agreement which includes a loaner vehicle whenever my car is in service, has never been an issue. Recently made a maintenance appointment, with reservation for a loaner vehicle. The day of the maintenance appointment, I arrived and was told there is no loaner vehicle. - 3. After a recent service, my car was returned to me in a filthy condition, (Worse than when I gave the car to this dealership). Was told the car had been sitting outside under a tree, and that "they" forgot to vacuum it. I should come back another day to get it cleaned. For those unaware, after a service, there is a complimentary wash / cleaning - which shows up on every Mercedes maintenance invoice. - 4. When cleaning the car myself, on the passenger side I found a 'digital' pen used (Used for electronic signatures). This is where your missing digital pens are - left in customer vehicles. - 5. Only recently, when calling to make any appointment, the Mercedes employees will often answer the phone with either, "hello" or "yes" and not identify themselves or what department I am speaking with. After determining who I'm speaking to, they will not ask for the purpose of my call or how I can be assisted. - 6. On a recent service invoice, I received a miscellaneous charge of $102, with no clear explanation. - 7. In follow-up to my most recent maintenance appointment, I received a Mercedes loaner vehicle. When I received this vehicle, the fuel gauge light indicated the fuel tank is full, (Coming with the stipulation / agreement to return the vehicle "full.") Shortly before returning this loaner vehicle, I went to a gas station, filled the loaner car with gasoline, (to the point where the fuel light indicated full - the "light bars" were all illuminated as full.) I then turned in the Mercedes loaner vehicle, took back my car and proceeded with my day. A few hours later I received an email from Mercedes of Honolulu with an invoice for $13.92, with details stating the car was provided to me with fuel at "100%" and returned fuel at "92%." No where on this car does the fuel tank indicate a percentage of how much fuel is in the tank. My point of view, I received the car with a full tank (All fuel lights illuminated as full) and returned with a full tank, (Again, all fuel lights illuminated as full). This is only a partial list of the concerns, (Interior damage / marks on my car, lack of professionalism, etc.). Mercedes customers pay a premium, in part, with the expectation of excellent service, and not for these "low class" tactics and excuses. I've been a loyal customer for nearly 2 decades, referred my own mother here, I always go out of my way to treat the Mercedes sales staff and employees on the floor, (Valet, the loaner department, and other employees) with exceptional dignity and respect - and its always been reciprocated. This establishment no longer meets my expectations."

"Five stars is not enough for the service I received yesterday! I pulled in at lunchtime with a battery that wasn't going to make it one more day and begged for mercy. The service manager Al, and my new service advisor Devin went above and beyond to fit me in and got the battery replaced in no time at all! They even insisted on checking all the basics too... tires, oil, water etc.... and washed it to boot! Price alone could never entice me to go anywhere else with service like that! There is a good reason I keep buying Mercedes Benz vehicles... PS. Best customer waiting area and cleanest bathrooms in Honolulu too!"

"Had a great experience at Mercedes-Benz of Honolulu. Sam and Angie were great and made the overall car buying experience enjoyable. We searched nationwide for the car we bought and to our surprise, Mercedes-Benz of Honolulu had the best deal which was nice since we didn't have to worry about price haggling since they were already asking a fair price. The only time there was some haggling was when we went to finalize the the deal with the finance guy about add-ons, but overall it wasn't too bad. They have definitely earned a repeat customer."