Big Island Motors Kona Auto Repair Service

Yes, Stephanie kept me informed about my service and took care of details for my second service date. The entire service team did a great job.

Really not much to discuss-made appt in advance for 10 AM today. The appointment was for oil change, tire rotation and vehicle safety inspection. Same appointment we have made past years. I assumed my appointment was when my car would be rolling in for service and other years I was on my way by 12 or 12:30 PM even though it’s basically an oil change. I was 9:30 AM dropping the car off and at 11:30 called to check on the status because my wife and I planned a whole day in town around the service of our Subaru. I was a little suspicious because I was told you would service it and call when complete but it might take until 4:30. I thought my service requirement would never take that long so still assumed my car was about done. But, I found out my car had not been serviced and the 10:00 AM appt was in fact just a check-in time?? Realizing we were not going to make my wife’s next appointment for 1:00 I walked back up from town and took my car back. I never heard of a “check-in” appointment for a car but if that’s how you operate, I don’t have that kind of time to waste while you decide when you might want to service my car. To me that’s what appointment are for. What’s happened to you guys? A couple other things I noticed that was different. When I arrived with my registration and insurance info for the safety inspection, Stephanie behind the counter immediately told me that my insurance info was in the wrong format and you would not be able to do the safety inspection with the insurance information in that format. Actually it was a email from Allstate that had Insurance Card ID at the top with our policy number and dates in the body. I questioned her because the email had all the information on it but she got a little huffy and got the inspector to verify that the format would not work. I told her that I would have to call my insurance company to find out why that information was not in the correct format—she suggested they email it directly to her and that’s what happened. But I think she needs to get retrained changing her attitude to be perceived as helpful—maybe she could of said “you know I’m not sure the State will accept this insurance format, let me check with our inspector and we’ll figure out how we can get you the correct insurance card format so we can get the inspection completed for you on schedule” The other thing that’s kind of irritated me was the Covid restrictions you are still under—not sure if you are aware but the US and Hawaii have lifted the restrictions. Your counter people still are working behind plexiglass and there is a sign stating only one customer allowed in the office at once. Too bad, because your over caution is not saving anyone and actually maybe causing you to lose customers like me. People don’t want to remember the overbearing regulations of the last two years. It’s time to treat customers like humans again, not contaminated cattle.

Thank u

Both Stephanie and Chris in the service department are very helpful and good clear communicators. They make you feel that everything will be handled appropriately. Two good people -- keep them happy!

the service department is always so friendly although at the moment are under staffed

Your service was not good. Your office worker are not helpful. I wasted 3 hours today, and my car didn’t get in for service.

The ladies at the front desk are always friendly. I’ve been coming there for about 5 years. I appreciate the great service. ????????

Very friendly and professional...great service

Excellent, fast service! Thanks!

Great office staff!

Good job

Rude receptionist, did not do I requested

Shayna was super friendly and efficient.

They’re Polite no waiting time thorough with work services ALL with a smile!!!

Thank you for accommodating the service to my schedule.

Thank you so much exceeded expectations it was a fantastic experience

Great customer service!

It took a while to get an appointment. I called several times and there was no answer. After leaving 3 messages someone finally called me back. When I arrived I didn’t have a mask and the 2 women at the desk were very rude about it.

Great customer service from the ladies up front. I know and experience staff shortage. Email response when I first contacted Subaru for service wasn’t that great. There’s room for improvement & also a free car wash would be awesome. I had Honda for 11 years and every time I take it for service I get a clean car . Mahalo.

Super fast and friendly service! ??