BMW of Honolulu

Bought a 2017 X5 and in less than six months it has been to the shop 3 times, one visit lasting over a month. I’ve requested to speak to a manager and nothing was done until I contacted BMW USA to file a complaint.

I will say my service rep Kainoa was always very polite and considerate. I would not recommended salesperson Terrence, he ignored me the whole time and only spoke to my husband. Ask to speak with Ashley (bought my 5series with her) she is wonderful.

If I could give zero stars I would! The first time I came here, I made an appointment for 7am (waiter) to diagnosis issues I was having with my vehicle. I assumed my brakes and rotors needed to be replaced. It took 4-5 hours just for them to tell me it needed to be replaced and the parts was not in stock so I had to come back. 4/5 hours! Came to next my appointment, same experience. Watching everyone filter through waiting on the brakes and rotors to be replaced. Each time I do an inspection they are informing me that everything is fine. I came in today for an oil change and alignment. I mentioned some issues I was having with a creaking noise after just changing the brakes and rotors. I showed up at 7: 30 am. At 8: 38am I got a video saying everything looks good. At 10: 30 roughly I’m being told a part needs to be fixed. I decided today is not the day. A little after 11 I’m being told it may take another hour to two because they are experiencing issues with the alignment. (Understandable because I came from a snowy place) But Why does everything always take so long? An oil change and alignment should not take 4+ hours.

While I didn't end up purchasing a vehicle with BMW, my sales experience short of actually going through the purchasing process was very nice.

My salesperson was Darion who was extremely kind and knowledgeable. He walked through all the different features of the X3, the different options, and things I should look out for while I was test driving the vehicle.
On a separate day, I was even able to come back to Darion right before the dealership closed and he helped me look at and test drive another trim.

I ultimately preferred a different vehicle over the X3, but enjoyed working with my salesman and highly recommend asking for him!

Always great service. Have had many cars over the decades from this dealer and service always good. Now that I don’t drive as much I only get service once a year and the personnel always try their best to accommodate all wishes of the client. And I love the cappuccino machine in the waiting area!

I spend the half a day to get my car fixed and was told that it was fixed but the next day the same issue has come up again and also I now have to return the car to fix this issue that should have been done
Poor service

I was without my car for four days. No loaner’s available. Never received a call or update on my vehicle. Had to call several times because calls weren’t returned. My car is a 2010 X5 and getting up in years. I’m thinking of getting a new one, only maybe instead of a BMW, maybe I’ll look across the street or the next door dealerships.

Overcharged me for labor. Over 300 USD to wipe off plastidip on the side-markers and remove tint film on the front headlights. A 20 minute job took the whole afternoon. I always take my bmw for service at the dealer but this one is the worst. I acknowledge that dealer service tends to be higher in price but this one in particular is unfair and unreasonable.

The service was great down from checking in your car to service advisor they also accommodated me, I dropped off my car Thursday evening so they can work on it Friday they gave me a loaner but couldn't pick up my car till the following Monday and that was not a problem for them holding the loaner till then. Thumbs up for the great job and service.

I've been a BMW of Honolulu customer since the early 1980s. I love their products and service. It just keeps getting better all the time. Yvette is wonderful And their coffee, espresso, cappuccino machine is ono!

Outstanding service from start to finish! We have another luxury vehicles by other manufacturer and BMW service is hands down the best we ever experienced. BMW has anonther lifetime customer in the Garcia Ohana.

Customer service was great and my saleswoman Ashlyn was awesome. But the car I purchased had technical issues on the drive home. I know it wasn’t anything anyone could have predicted, but it didn’t feel “right” nonetheless. I’m hoping that the dealership will do the right thing and allow me to purchase a different vehicle. It could be something minor, but I don’t want to deal with it.

Yesterday I had my vehicle taken in for a brake fluid flush, which cost me 225 dollars in labor alone! I would have done it myself if I had known…

Excellent service with technician video inspection and service sent to my phone for review. Was done in a timely manner. Comfortable waiting are and excellent customer service from my service advisor Gimie Mendez. Also excellent service from parts advisor Earnie who helped me find the correct accessories for my vehicle.

9/14/21 Engine oil change and Safety Check Inspection. Mahalo, A. J.and BMW Honolulu Service crew, for the service, customer service and assessment and recommendations for my car. "I love the BMW Experience. " That's what I was thinking as I left the lot. See you soon for the next service call. Aloha!
P. S. Thank you for letting me wait in the guest area. I enjoyed the cafe latte.

Excellent service! They kept me informed during the whole process and answered all of my questions in a timely and professional manner.

I took my BMW there to get a state inspection. They tried telling me it would cost $1,600 to fix the CV boots and it wouldn’t pass an inspection without that. The state inspection is for mirrors, lights, horns etc.not the CV boot. But I had another mechanic look at it just to be sure and was told there were no issues. Seems like they are just trying to collect a paycheck!

BMW of Honolulu gets 5 stars for prompt customer service.
I was greeted upon arrival and directed to 1 of 2 lanes for vehicle drop off, then escorted to the check in Kiosks for my 7am Oil/Maintenance Service appointment!
Kainoa Morita, the service advisor was able to send me a link to view the walk around from the technician who did a complete under carriage visual of my 3 series. Everything checked off in good working order!
Prior to pick up, the car was washed and cleaned! Thank you BMW of Honolulu!
Aloha!