Big Island Motors Hilo Auto Repair Service

Service and recall was completed in a timely and professional manner. Scheduled within a week. Big Island Motors HILO has been servicing my cars for over ten years now and I am always completely satisfied.

We’ve here for service 5 or 6 times and our first few visits were great! We always call and schedule our service weeks in advance. We drive from Pahala and only have one vehicle so we wait for the service to be completed. We never know what traffic will be like and often arrive a little early. Last February we arrived about an hour early so we expected to wait a bit. It was just an oil change and basic inspection so was told about 1 hour. It ended up being 3 hours. The worst part was there was no communication about it taking long. After the car was done I went into the office and the guy said he still had to finish the paperwork. He didn’t seem concerned we had been sitting so long and it was another 45 minutes before he was ready for us. He seemed irritated with us and we were confused since we always had good service before. Then we came again for service July 16. Same oil change and inspection. They said about 1 hour. Shortly after a guy came and told us more likely 2 hours. We said okay and thanked him for good communication. It ended up being 4 hours this time. At least this guy communicated well and was apologetic about the wait. He explained there was only one service tech today. We did feel like he genuinely cared. We did feel frustrated for the very long wait though. We saw 3 other vehicles come and go during that time. I don’t know why they got done before us. Maybe our paperwork didn’t get put in right away. We arrived at 930am for a 950am appointment and didn’t leave until just before 2pm. Our day was shot. On a positive note…the sales reps were very friendly. I believe their names were Spencer and Pim.

Great service! Everything was as expected. Mahalo!

The service was fine. I didn’t appreciate receiving a text encouraging me to immediately pay the full amount instead of the adjusted amount, that is, the balance not covered under the terms of the maintenance contract.

The technicians are backed up 1 to 2 months before they can repair my car. Not satisfied.

Mahalo for taking care of my 2024 Crosstrek.

Very satisfied with the service on our vehicle!

I’m very satisfied with the service I received. Everything was handled efficiently, the staff was professional, and my car is running great.

Your current Service Dept Team are doing a great job, very clear on the details and they explain next steps and help you plan your next service time and date to work with my schedule.

I’m sure it was a lack of understanding on my part but when I was sold the car retail I asked the explicit question about whether if I did my own oil changes would it affect warranty and the response I thought I got back was that the oil changes were covered for the first year and as I just had to pay $180 bucks that was clearly not the case. The (before rotation during oil change today) rear passenger tire had low tire pressure light come on the 2nd day I had the car and I have had to refill it twice since it loses about a half pound per day which I understand has to be documented to fix. However the paint can rattle I experience pretty regularly that is the driver front interior pillar piece on certain roads not sure if it is the clip or a sensor jiggling just right, in any case of course they couldn’t replicate but even if it could be I was told the person that would handle that wasn’t even there that day and I already had to take a day off work since I was told I couldn’t come in on the weekend. Just feels like a bit of hoops for a brand new car. The last thing that made me feel ignored was when I pointed to the window guards on the wall and excitedly asked if there was some I could get for my car and the guy just said I dunno you could ask so and so as if I wasn’t the only customer there basically saying take my money.

the service writer was great and the wait wasn't bad

Service Appointment went smoothly, Lem kept me informed on my safety check issue due to lack of internet connection.Safety inspection was completed the next day.. Mahalo Lem

Great service

Still waiting to see if the issue has been fixed; I have to wait a few days to see if the starlino services will be activated on my vehicle...

Very happy that the noise is gone, and hopefully I won’t lose anymore tires!

Vehicle was worked on immediately. Problem fixed and returned vehicle in less than 2 hours. The Staff are always professional and personal.

Very quick service today mahalo

The good... good service for my car. And great shuttle service so I could "not wait around". That's huge. The bad... phone communication. It's really hrd to get through to speak with someone in the service department.

Very satisfied

Good job.