Big Island Motors Hilo Auto Repair Service

Overall I would say my experience was great. From buying my car to finishing the safety. Thank you all

Assuming this was trailer hitch installer?

I’ve always had outstanding service at Big Island Motors. Reason why I don’t buy my cars from anywhere else!

Yes, all recalls were completed. My two questions concerning the car were also answered. Fast and friendly service today. Thank you

Excellent Service and Awesome customer service. Thanks again

Lem was very helpful and clarified to me details and limitations of the courtesy service that no one else explained, including when I purchased the car and when I made the service appointment. The service itself was prompt and I also appreciated the timely shuttle rides. Mahalo.

Thank you

Good job

Aside from the recall work and oil change, I ordered a replacement key back in early March and was told I’d be contacted when it arrived, I called to follow up on status several times and was always told someone would look into it and get back to me, including when I explained this while scheduling my service appointment, and nobody ever called back. Upon arrival today, I brought this up again and was informed the key had been there since March. The team tried to make up for the lack of responsiveness by waiving the programming fees which was appreciated, but this experience was still disappointing. I then provided the service team with our two existing keys in order to program all three. When I picked up the car and keys, one of the existing keys was missing the physical key/valet key portion of the fob. I realized this as I walked out and returned to raise this. Both the service and parts person were very dismissive and insisted I had provided it to them that way, which I explained I was certain I hadn’t, as my husband had removed it from his key chain and I had immediately brought it directly to them, and the loop to attach to the keychain is part of the valet key, thus it HAD to have been attached. They treated me like I was mistaken and made no effort to look into it. I eventually just gave up and figured we would just have to throw the $500 key in the garbage. Fortunately, it was found in the cup holder of the car in for service, however, this proved that it HAD fallen off after I provided them the keys, we did not provide the key without the valet portion. Luckily, it must have fallen off while the service rep was moving the car around, but it could have fallen out anywhere and the team was so dismissive and insistent we were in the wrong, we would have been out the key entirely for an error on the part of the service team. Between these two incidents, I’m rather disappointed at the experience and considering going elsewhere for future service and paying out of pocket, even knowing I can have the service done for free at the dealership.

Check in was quick, the job got done when he said it would, the outside waiting area was comfortable and conducive for my writing and check out was painless. All staff were friendly and efficient even the guy who maintained the restrooms. Very professional crew.

All the service people are awesome!

Thanks!

Lemuel was excellent to work with. Great customer service!

Service was great , thank you

Lemuel is a joke! He keeps running his mouth and as the customer I can’t even speak to him about MY CAR! He knows everything but yet when I was questioning him as to why my stuck thermostat wasn’t fixed after waiting there 2 hours he says it’s a 2 hour job and I have to reschedule to bring it back in 4-5 weeks when they have time! Then tells me the part has to be ordered a ti g like it was going to take weeks to arrive. I said from where carquest or napa? They both are right down the road and both deliver here throughout the day. I told him my car is not safe to operate like that! He argued with me and insisted he was right and I didn’t know what I was talking about. Thank God for Stacy and Cliff who actually listen and heard my concerns and Cliff flat out said “she can’t drive the car like that it’s not safe”. That guy is an arrogant **** who don’t know **** and he was going to put my safety and that of others at risk! Who the hell he think he is?!! He gotta go! I REFUSE to deal with his dumb **** going forward in there! Sat there for over 2 hours, problem didn’t get fixed, was going to be sent away in an unsafe vehicle so I left my car there and asked Stacy to call me when it’s fixed. Called for a ride to come get me from home in Honokaa! Talk about bull **** from him! You guys need to can his **** outta there before he causes harm to a customer when he bullshits out of his mouth and tells people their car is safe to drive when it really isn’t. He’s a huge liability for your company because he acts like he knows everything when the dummy can’t even read my profile right!

Lemuel was very friendly and professional. Thoroughly explained service recall expectations. After completion of repair, service report was clearly detailed.

Service was fast and easy. Thanks!

Kind courteous and friendly staff. Thank you guys.

Excellent customer service! Service Advisor awesome!

I suspect that it was my fault for not specifying that I had to wait for the car. Scheduling wasn't provided resulting in a 3.5 hour wait.