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.
I took my vehicle in for a diagnostic, due to an oil leak. They identified the leak is coming from failed spark plug tube seals. The vehicle is still under warranty. I’m currently waiting to hear back to find out if it will be covered under warranty.
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.
After waiting gif an hour and ten minutes with nobody looking at my vehicle, I needed to leave. Poorly run service department.
The technicians are backed up 1 to 2 months before they can repair my car. Not satisfied.
good courteous and efficient service
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.
We left our home at six thirty to make sure we made our appointment by eight fifteen. We were told a car would be completed by nine thirty and wouldn't need a rent a car or a owner. We came back about ten fifteen, and the car was still in the same exact place.We dropped it off. They did get the car right in when we told them. And got the oil changed, done quickly. They also said they would get us alone or car for the rest of the issues that we had next time we brought it in. I wished I could say this was the first time this has happened, but it's not. I do wanna think bernie for getting it done quickly after we let her know.
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.
Ive had to return to the service center more than three times for the same issue. Im worried about the long term effects on my car, the balance of it, my tire wear and tear.
So helpful in finding the right battery when the Subaru part was not available. Super nice to take me in when I didn't have an appointment but needed a new battery in a pinch.
Everyone is super kind.
Thank you for your service and business.
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.
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