My personal interactions with the staff at the service department have been great. Everyone is courteous and professional and they have always treated me with respect. However, the way things are run within the service department is absolutely deplorable. I had to take my vehicle in for major repairs on two separate occasions and on both occasions, it took at least 3 weeks for the repair to be completed because they did not have the part in stock. Between GM and the dealership, this is completely unacceptable. What makes things worse is that both of these repairs occurred fairly early in the life of the vehicle (the first major repair was at approximately 13K miles and the next at approximately 35K miles). Once again, completely unacceptable on the part of GM. If a part is known to be defective by the corporation (the GM call center admitted that it was a known nation-wide issue) and is on a lengthy back-order, the dealerships should be at liberty to purchase a third-party OEM replacement part in order to expedite the repair process. However, I don't think this is the case for this dealership and it led to lengthy wait times for the repairs to be completed. And my lengthy wait times have not been just isolated to major repairs. On one occasion, I scheduled my vehicle to have a regular oil change service. Even though I showed up on time for the scheduled service appointment time, it took almost 2 hours before the vehicle was even taken to the lift to begin the service. At this point, I asked to have my vehicle back as it had taken entirely too long for the vehicle to be seen. I have never gone back to the service department for any scheduled maintenance since then. In terms of operations, the service department could use a top-down reevaluation of how it is run.
The silver lining of this interaction is that within less than 14 minutes of posting a review on their Facebook website, Charnell, the service department manager, called me to offer an explanation for the conditions and a free oil change and tire rotation. It is definitely appreciated that the dealership went to that lengths to make things right.
I took my GMC Acadia to Cutter for a service bulletin regarding power steering failure. My service adviser was Cameron. He was already aware of the service bulletin which made it that much easier. He took the time to ask me questions to pin point when the failures occur and had my vehicle processed in a few minutes. He also advised that my car had 4 other special coverages to keep an eye out for. He quickly scheduled my shuttle service as well. Cutter had my car for just about a day and had it repaired like new. This place is awesome and as my first experience (I'm a military member newly assigned to the island) at Cutter, the service received today will most certainly guarantee a purchase in the future. If you're a GM vehicle owner, give Cutter a try before you go some place else. Oh just to add another note, I contacted another dealership just down road from Cutter and they wanted to keep my vehicle 3-4 days just to properly diagnosis the problem. Great job guys, I hope to not need your service anytime soon, but if I do, I know you'll do it right. Thanks
Awesome experience! Glad I went for the package deal with getting 6 free checkups/oil changes. Very good customer service. Like that they have coffee and water available when waiting. Only recommendation is in addition to the car wash, add internal vacuuming and wiping.
Service was outstanding. Cam was the best car salesman I've had and was able to give us a great deal on awesome car.
Sze Quek and staff are friendly , prompt and knowledgeable. My sales person Chivas Antoque-Uti was very easy to talk too and appreciated his "no pressure" sales approach.Very pleasurable experience and recommend anyone interested in purchasing a vehicle to check these guys out.
Cutter Buick Gmc is a US Car Dealer based in Waipahu, Hawaii. Cutter Buick Gmc is located at 94-149 Farrington Hwy, Waipahu, HI 96797, USA.
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