Routine service appointment (oil change, transmission check, tire rotation, break check) was supposed to take 1.5 hours. I waited almost 6 hours. Afterward, during the drive back to Kapa’au, the car made loud thumping noises at speeds above 35 MPH. Also, there was a lot of water dripping onto the front passenger floor. I called from the side of the road to see if I could turn around and bring the car back. Left voicemail, no call back. Called the next morning, no call back. I finally had the car towed to a mechanic, who repaired a detached skid plate and plugged AC line. Both problems happened AFTER getting the car serviced at Big Island Motors. I expect Big Island Motors to make this right by paying for the tow and repairs. One additional problem: when I dropped off the car, I asked for them to check why the ABS light was lit up on the dash display. They did not check or fix that.
Service manager Burnie was the best,
She took care of the problem in a timely manner.
Thank You!????????????????
fast and polite service at the desk.
We are forced to travel 84 miles to receive service for our Palisade, however the service department personnel is very polite and respectful every time we are in for needed services.
Your service department is terrible. I don’t think you care, so I’m not going to waste my time giving you specifics here.
I just have a few more questions i need answered and need some more information about how to get refunded what's covered under the warranty
i now have to come back a third time. Not sure why thectech could not diagnose the problem but he had to call the mainland but he never got a person. So now ill have to come in for a third time, all day they have been, a maybe a miracle will happen and they can diagnose and repair my car
Communication with the Service Department was horrible. Called several times that went to voicemail, left several messages to please return my calls.. none returned. Had to go through the Sales Department to relay my messages (which they did.. thank you). Also, not exactly sure what the delay was, but repair took a month+ to get resolved. Department desperately needs to be looked at.
My issue has not been resolved and I am still waiting to hear back from someone. Everybody is so kind there so I am waiting patiently ,thank you.
I needed gas door sensor replaced. I came in as opening in one hour amazing! But I sat there 1 hour 14 min. Mechanic checked it out and I sat there 58 min longer. I went up
Asked service cashier. She said she had no ticket yet.
Part is ordered. I’ll be back when it’s in.
They got my map sensor but couldn't find my air filter cover. I waited 6 weeks for it but im not waiting another 6 weeks for the part. I was told it could be im with a bunch of other par boxes but she apparently did not want b to try and find it. Not sure if I want to buy another car here.
Walked into the service department with 2 malfunctioned windows walked out with 3 malfunctioned windows and a broken mirror control and $1500 out of pocket and 16 hours of waiting time in total for a 1.5 hour estimated labor time fix. Over the span of at least 3 visits
Paid over $1500 for 1 window repair that still doesn’t work. apparently need to pay another $500+ and another 6 hours waiting with a loss of wages to finish the problem. Remember this is for 1 window.
As far as scheduling not so sure they grasp the meaning of an appointment . Appointment was at 9:15 give or take through the 3 visits
Then never touched the car for 3–5 hours through the 3 visits.
Very misleading . Not everyone lives in Kona. Scheduling should be much tighter than a 3-5 hour delay. You literally have to clear your whole day for a 1.5 hour estimated labor time fix. Don’t forget to clear your whole day for just the diagnostic day too. Very inconvenient.
Lost out 3 days of work, missed our daughters ballet rehearsal that was at 3:30in Waimea from an appointment that was set at 9:15 just to tell us that we need to spend another $500+ to fix it. also malfunctioning an additional working window in the process of another diagnostic along with braking the toggle that controls the mirrors.
I’m a bit skeptical that this is a recoverable relationship but I try my best to stay optimistic in times like this because I do understand that the labor force is low these days. But I do think a good start to recovering a clients satisfaction would be a reimbursement in a situation like this.
All that being said thank you for the opportunity to express our experience to whom it may concern.
This is the point of view we had if it’s worth anything.
Thank you .
Shannon l Keller
****-****-xxxx
Blue Link made the appointment. We called the day before to confirm the appointment and no one answered the phone OR called back after we left the message. The manager admitting that she IS the manager said that it’s really hard to answer the phone as she is the only one at the counter. She told us that the Blue Link appointment is separate and does not communicate with the dealer.
I noticed that the service department is packed with car parts assemblies. Yet there are several empty bays in the building. Perhaps we need more certified mechanics to keep us from waiting so long.
Because I insisted- our car was attended to and is working fine.
The employees are very courteous and respectful, however, there same to be an administrative or procedural clog in the Service Department.
We traveled 80+ miles to get away from the problem at the Hilo shop, just to find the same problem at the Kona shop. Our service request is a recall order, it must be done by the dealer which gives us no option to resolve the mechanical repair with in the company.
Im still waiting to hear back about AC parts and an appraisal
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