Big Island Motors Hilo Auto Repair Service

I really appreciate how quickly my car was addressed, as well as the communication from the service and sales departments. Thanks so much you guys!!

Service representative was very helpful, made it clear and understandable of the service being done. Most importantly I felt good about the service being done.

Excellent customer service ! Subaru Hilo always answers their phone actual person not voicemail. Highly commendable for everyone in the office , especially Alana , Lemuel and Clint. Mahalo

I did not have an appointment. But the repair they had done 2 weeks ago was not effective. It took more than 2 hours for another repair. I was told it may not be effective or last long. After 4 years, I am no longer happy or confident with Big Island Motors.

Waiting for my quote for brake job

Mahalo for the good service !

The work was done within the timeframe that was told to me. What was done was explained to me ahead of time and after the work was completed.

Service taken care of and on time

I had a 1:50 appointment for oil change. When 3 pm came & went, I asked if my car was done since it was in the same spot as when I brought it. They hadn't even started. They finally got to it, was finished after 4 pm. Disappointing.

The only comment I have is that I don’t know the automatic headlights were turned off during service. It wasn’t until I got home in the dusk hour that I realized I was running around without lights. Maybe best to leave that on auto for customers.

The service dept accommodated my last minute request due to a malfunctioning radio and also completed my 6 months service at the same time which would have saved me another trip back but sadly I still need to retain that appointment to now install a new radio if it arrives by then. But overall, I am very pleased with the service I have received.

Good service, warranty work that's all

Great service. On time with a complete checklist all ready for review. Very satisfied with the service!!

We bought a Subaru last year great car reliable and perfect for our family!!! We had Lem from the Hilo office who was so nice kind and professional on 1/20/2026. Called me by name , Reliable and great in communication and even heard my concerns! But We have had the worst experiences with the service department here in Hilo! 1st- We have called at least 15 times to make an appointment for oil change and or the last time for a fuse. We have never got hold of live body . We have left so many messages. We finally drive in to make the two appointments. This last appointment took us 2 months to get in. We also made on line appointments with no confirmations and when we drove to the service department we were told,” The online reservations hasn’t worked for years!” Why can’t we make an appointment on line?! Why can’t we get someone to answer the calls so we can make an appointment and why hasn’t anyone called us back?! When we arrived on January 20th 2026, I entered the office about 7:27am , two adults one male and one woman ( office looks cluttered and disorganized and paper piles everywhere) No one greets me and finally a woman says,” They are still setting up .” No who are you? What you here for? Can I check you in? Good morning? Nothing!!! Why can’t one of them say yellow, Aloha, Good morning? Not even a smile!!! We paid for this brand new car and should be treated with professionalism, some type of courtesy , and or at least smile and say welcome or Good morning! There is no excuses! If they are unhappy with their jobs, they are sure showing it!!! And maybe they need training for customer service or show some type of enthusiasm! But like I said Lem at the end of day made us feel better and we were happy that someone cared! Even though we are returning to fix it (he has to order a part) he at least showed us good eye contact , used my name and was effective and efficient at telling us what he was doing next and what to expec

Alana was very helpful, organized, and communicative. Having an employee like her was long overdue. Thank you!

Wat all. oil change. Asked if they had time diagnose a phone connection issue. Phone not coming over the speakers. It can stream music from phone but not calls. They the updated software but the issue continues. I called and told them the hasn't been resolved and they said they will have to call tech support. The dealer hasn't contacted me with a solution or even called me at all.

The experience was a pleasent one. From check in, the time it took to service the car and the checkout was very satisfactory. The personnel Was also pleasent to work with.

I opted to wait while my car was being serviced to have an appointment to explore an extended warranty as my original one is expiring soon. That process went very well [thank you, Jovee]. As my vehicle would not be ready for an additional hour, Lemuel sweetly made me a cup of coffee. Great customer service!

I really appreciate Mikala,Alana and the mechanics at BIM because of their excellent service and care for my car and me. Mahalo Nui Loa

Vehicle was ready after servicing at the time estimated!!!