Cutter Ford
Today 8:30 AM - 9:00 PM
Customer Reviews of Cutter Ford
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Great Service
by PoiPounder on 09/01/2023Friendly courteous staff.
The following reviews are more than two years old. They are not included in the overall rating.
91 service reviews
Completely unprofessional dealership
by Carmen P on 02/06/2023updated 04/17/2023In November 2022 I towed my Lincoln MKZ into Aiea Cutter Ford due to a dead car battery. The battery was replaced that day and I drove the car home. One week later, the car battery was dead again and I towed my Lincoln back to Aiea Cutter… Ford. My car was kept for NEARLY AN ENTIRE MONTH and I was without a car, as I only have one car. I asked if there was a loaner and I was told they do not give out loaners so I was forced to pay for a car rental while Cutter Ford Aiea tried to assess the problem. After weeks of paying for a car rental I decided to speak to a manager, I was told that they actually DO give out loaners. Obviously someone gave out the wrong information and I could have saved myself money and the inconvenience of renting a car. The unprofessionalism I experienced at this dealership was absolutely unbelievable: - First and foremost, the tow truck driver noticed that the electric panel under the hood was not put back in place by the dealer's mechanic before the hood was closed which resulted in the panel being smashed and bent. - After I dropped off the car, days went by and a service Rep did not call me to give me updates even though she claimed she texted/called. There were no missed calls or texts on my phone. - When trying to contact someone, the phone system goes to voicemail, and talking to a live person is next to impossible. - When I finally got a live person, I was told that the service rep had gone home for the weekend so my car would not be worked on until the following week. - One week later, I finally spoke to the service manager and asked for an update. Again I was told they couldn't find the problem. No one called to give me any warning that I would be without my car over the weekend. - Upon doing MY OWN research, I suspected that the faulty trunk was draining the battery which I suggested to them when I first took the car in but they claimed they still could not find the problem. - After THREE WEEKS the car was fixed but no one contacted me. When I called to get an update I was informed that it had been ready for pick up. Had I not called, I would not have known it was done. - When I picked up the car and got home, it was obvious that there was sloppy work done with NO attention to detail. I have photos but this site doesn't allow me to attach photos....the back seat was still down from when they were trying to troubleshoot, the area where the trunk latches had a panel and screw left strewn in the trunk and not put back into place, a panel and screw from one of the car doors were also not reattached and left on the floor of the car. - Upon discovering this shoddy work, I had to drive back to Cutter the following day to have them put the parts back into place. I called the dealership as I was entering the parking lot. I spoke with the manager of the service department, Gabriel Nieves, and told him that I'm in the parking lot and need to talk to him. He said okay and he'll be right out. When I parked, he sent out his worker, Liz Fontes, to deal with an upset customer instead of being professional and talking to me himself. He should NOT be in a managerial position if he is unwilling to deal with upset customers. His lack of leadership is an embarrassment and shows a real disrespect for his workers whom he uses to hide behind to avoid dealing with difficult issues that he, as a manager, should be handling himself. I showed his worker all the random parts strewn throughout my car and she immediately called one of the mechanics to come and reattach the parts. The service manager never did come out to talk to me. The blatant lack of pride in their work and professionalism is disappointing at best. I will never recommend this dealership to anyone as long as it is operating under this kind of management. Their shoddy work is very concerning as I don't know what else they they took apart internally in my car and did not reattach. I am 82 years old and no one, at any age, should have to deal with this kind of unnecessary stress, especially seniors.Cutter Ford Aiea
by Kaneohe on 03/16/2023Purchased 2020 Explorer new at Cutter Ford and it has been a great experience. Cutter really treats their customers as family, you really feel they care about you and your vehicle. The service department is the finest in the islands, they… are really experts and take their time to explain and repair, never had this type of service.recall
by 2021 F 150 on 09/01/2022Towed in with a dead batterie and a recall, and the part did not arrive for a while. Ford compensated me with a free extended warranty.Ford Ranger
by GKStillman on 03/25/2018I was greeted upon arrival. The Service person (Liz) found my appointment as she walked up to greet me. Liz informed me that it would be an estimated 2-3 hours to complete, Liz called about 2.5 to inform me that the service was complete.… Pickup of the vehicle was quick and easy. Thank you.Great Service and Customer Service
by Spark5s on 02/27/2018Service Rep Will was fantastic! Loved his enthusiasm! My car was serviced quickly and everyone was extremely nice. Mahalo!Excellent car dealer
by Vneil2018 on 02/22/2018Everything was great we felt important there. From the moment our car pulled in, there were agents or staff waiting there asking us if we need help, they escorted us to the right department and from there on, everyone showed great customer… service. Very friendly and helpful.Great customer service and auto shop
by allisonfrain on 01/17/2018Went in for a computer diagnostic. The computer didn't show the problem but the mechanic made sure to work hard on my car until they found the problem before just jumping to a conclusion that could have cost me thousands more.Dependable service
by annaslg on 09/21/2017updated 09/29/2017My car got towed in and they were able to diagnose and repair it within a reasonable number of days. I'm so glad I can rely on them for my car repair needs.First time long wait
by rubenpjr40 on 08/21/2017Service on the vehicle was satisfactory but I had to wait for 15 minutes AFTER I was told the car was ready for pickup. This was the first time that this happened. It usually takes only a couple of minutes.Not the usual.
by rubenpjr40 on 08/18/2017The work on the car was satisfactory but I had to wait almost 15 minutes AFTER the clerk called for pickup. This was the first time that this happened: it usually only takes a couple minutes.Excellent Service
by pahoa11 on 07/23/2017updated 07/31/2017The staff at Cutter Ford always provide service at a level that pleases me. The service that I receive there is excellent.Awesome Customer Service
by MatHoover on 06/01/2017updated 06/12/2017Liz and the crew at Ford has always had excellent customer service, very good speed and just overall a great attitude. I have been going there for more than 3 years and have nothing but positive things to say. They never let me down.Always taken cared of.
by Mjrevilla01 on 05/17/2017updated 05/30/2017My service advisor always takes care of me and my vehicle no matter how old my vehicle is. I would like to see more tables with charging stations so that your customers can work while we wait for our vehicles.Ms
by Jwhitehe on 05/15/2017updated 05/30/2017We had a good experience. Staff was friendly and the service was speedy.overall rating
by majjam1 on 04/29/2017Quick response, great waiting area and shuttle service!Maintenance experience
by Kale1011 on 03/24/2017updated 03/31/2017very satisfied with speed of checking my vehicle in and time to complete what was scheduled, waiting area very nice and welcoming...it made my experience very pleasurable.My "Mitch" is satisfied!
by sam72280 on 12/02/2016updated 12/09/2016Staff are friendly. Liz is the best. Very satisfied with the service. I'm confident that my family is safe on the road because my car is well maintained by highly trained service agents.Good service
by Egirlstar23 on 11/25/2016updated 12/02/2016Friendly and fast. Love the new waiting area, especially the kids area.Proactive Service
by jbanagan on 11/28/2016Honestly, these guys do a great service and are always looking out for my me and my car. I like that they assign a specific service representative to your account so that person is familiar with you and your car's history. It's like having… a mix of a concierge and a physician but for your car.Love Cutter Ford!
by Shelly8885 on 10/18/2016updated 10/28/2016I've had such an awesome experience since buying my car from Chris Destura. The service department has been excellent. The wait time is low and the wait area is pleasant. I know my Edge is in good hands when I bring it in to you. I… appreciate that. Thank you service department & mechanics!! I'll be back soon when my rear camera comes in.
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