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.
I had an appointment at 10am, but my car didn’t move from the parking area until about 2pm. My car was finally ready at 3:30 pm. This was for an oil change. Since I had to wait at the dealership for my car, it would be appreciated if the scheduling time was done closer to the service.
Good service, warranty work that's all
Repair seems okay. Customer service stinks on ice
Friendly service.
Thank you.
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
Took our 2025 Subaru Outback in for factory recall service, WRC24 Cockpit Control Unit Software Update for the THIRD TIME! Again the service tech was unable to perform the update, and was unable to obtain remote help from Subaru as it was President's Day and Subaru was closed.
What do we have to do to get this factory recall taken care of correctly and in a single visit?
Jim and Gwen Garber
****-****-xxxx
Alana was very helpful, organized, and communicative. Having an employee like her was long overdue. Thank you!
Booking was extremely difficult. I had to call many times over a couple months, left messages that were never returned and filled out the online form requesting an appointment but never received a call back.
Finally was able to get through when I called right when you opened in the morning.
For my Subaru outback I was told to get my safety check done elsewhere so I had to get that done at Tony Honda.
I believe the service itself was fine, however the booking was so difficult I was going to just go in person to book if the last call had not been successful. In fact. I booked the next one in person now six months in advance.
Lem was terrific! He was very communicative. I really wanted my electrical system checked, but I couldn’t get that until I replaced the battery & you guys wanted $422. for a new battery. Car problems are stressful. Positive: pretty quick appointment & Lem.
Negative: pricing and electrical not diagnosed.
Fortunately I got my battery replaced & car seems happy.
Mahalo
Your service was great and I appreciate the full inspection on my vehcile
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.
I didn’t know changing my fuel tank would drain my tank , but stoked they did all my recalls hassle free so loosing a little gas was nothing compared to the work they did for keeping me and my vehicle safe , nice staff couldn’t feel more appreciated!
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 brought my car for an appointment She asked if I wanted to wait? Thinking it won’t take long. The sad part of this is; there was Ms. Rapoza that checked in before me. I walked out with my car 1st at around 11:00. And she was still waiting. It’s sad that you had 2 employees that I thought was incompetent and no welcome personality and concern about your customers.
Lyle C
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!
You seriously need to find more space but I’m sure you know that. Thank you for doing my maintenance and your staff was helpful and friendly
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
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