Cutter Ford

In 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.