They ruined by beautiful Jeep Trailhawk. They said they don't guarantee their work and call the insurance company if you have a problem. Don't use them no matter what....also original estimate was $8300 and they billed over $12,000 to the insurance company. read more

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DO NOT USE THIS SHOP. If I could give minus stars I would. They also drove my car for their own business while it was at their shop, I have the Valet records too. They did more damage than what they repaired. The finish trim around the door window was incorrectly put on, there are gaps between the pieces that shouldn't be there. They don't fit tightly against the glass and water gets inside my door. They put two large chips in a panel they didn't even work on and when I took it back for them to fix that they painted it a different color than my car! When it was first finished after two months, I opened the replaced door and the rubber seal just fell off in their driveway! They removed the entire rear bumper to replace a door and messed up all of the sensors, front and rear. The entire job it terribly sloppy and very poorly done. I complained to my insurance company and they told the shop they had to redo the work. They told me they would and the owner promised he would make sure it was done to my satisfaction. After weeks of taking it back for more photos, repeatedly and waiting for a new bid they sent to get paid to redo their bad work Matthew has refused to fix my car properly. My insurance company was even going to pay them again to fix the terrible work. No other body shop on island will fix/ repaint the panel, even when the insurance company authorized payment! The body shops on island are all in this together. I am having State Farm remove MS Auto from their approved shops. read more

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Just got my car back from MS Auto. Done on time. Done with no hassle. Came back in perfect shape and clean...freshly washed. The people were friendly and professional. Hope I do not need them again, but glad I drove from Kona to Hilo to have them do the work. Well done. read more

Honestly they don't even deserve one star! The worst business I have ever attempted to do business with in all my years!! The only reason why I went to them in the first place was they were so called the preferred shop by my insurance company and why??? It's beyond me!! Wake up liberty Mutual the bad business reflects on you!!! These people just flat out lied to me over and over again! So many empty promises and so many we will get back to you this week but it never happened. I have waited over a year and still nothing!! I give up and I will move on to another place that would like my business. The only thing I can tell you is just STAY AWAY!! read more

I normally don't post reviews, but I've literally been upset about this situation for the past few weeks. If I could give 0 stars I would because they don't even deserve 1 star. I have a brand new 2020 F-150 that requires body work. From the previous bad experience I had with another body shop that could not fix it after appraising the vehicle, I had low expectations when calling MS Auto, but since Ford was the one that recommended them, I decided to just call and see. When I got there for my appointment, everyone in the office was at their desk doing their own things, not anyone really coming up to help you, which is fine with me, especially if they are doing their work properly. One person motioned for me to fill out their 1 page form. I did it, waited patiently for my inspection, upon being helped the first question I asked was "do you fix aluminum bodies? And you have all the tools required? Since the last place didn't even want to call me back when they found out they couldn't fix the truck." The inspecting guy said "yeah we do aluminum all the time, we have the tools." Inspects my truck and then I asked when I would here back since they said they will call me back. He then said "I'll call you tomorrow." While he inspected my truck, Manuel, their owner comes out to introduce himself to me. So I thought this was a reputable place. Tomorrow comes, no call, so I called at 3:30pm, explained the situation to the person the phone and they lied and said the person helping me was out for a few days, when I literally was there yesterday. I didn't point it out, but asked when they would call me back and this guy said he would help me and call me back. Then a week and a half goes by and I remembered to call again to check, someone again says they will ask and call me back. Again a week goes by and no calls. Finally Monday this week I call again to check and I now ask for names since it seems like no one wants to call me back. Someone named Chaz answers, I couldn't hear their name quite clearly because it seemed like they didn't really want to give their name. I explain my frustration in the situation and they put me on hold. Then when they came back on the phone they were like "oh sorry we didn't call back, that normally doesn't happen, but we don't have the tool to fix your truck and we don't know when we will get the tool in." I honestly thought this was a reputable place that would call you back even if they can't fix your car, but after 3 weeks of waiting and being lied to on the phone and in person, I would never recommend this place for anyone and I also let Ford know that this is NOT the place to recommend to anyone with their new aluminum vehicles. read more

If you love terrible communication, getting your car back a week later than promised and excuses for days this is your shop. They will 100% deliver the worst customer service you have ever received hands down. read more

Brought my car to them in July 2022. Needed a rear passenger panel and tail light. Apparently the shop went under new ownership. It was given to the son. Who cares. Well Let's just say that the original owner was awesome. Leave it at that. I was told within weeks my costs for repairs were being debated and parts would be ordered promptly. Fast forward to February 2023. Was lied to from body shop. Said that ins. Company doesn't pay for ORIGINAL PARTS. Body shop calls insurance company and says we can't do the repair. Body shop tells me the parts are on backorder from Taiwan cause ins won't pay for OG parts. Told the insurance company and asked why I'm waiting a half a year. FINAL ANALYSIS... MS AUTO LIED TO ME AND MY INSURANCE COMPANY. IM ACTUALLY NOT Surprised. Trust in life that everyone will lie to you. Too bad I'm not the owner of MS auto. I'd fire the whole crew for being dishonest. SMFH read more

MS auto is the only Allstate body shop. I went into the shop, downloaded the Allstate estimate to the MS email. was told that I would get a call back for an appointment. 30 days went by. called back. was told that I could not get an appointment because the shop was backed up. I asked to be put at the end of the line. I was told that MS did mot know when that was. told to take my car somewhere else. read more

My truck had a damaged tailgate and addressed my needs in a timely manner. Excellent job replacing my tailgate and taking care of everything. Friendly and Professional service. read more

Terrible experience! If I could rate them a ZERO, I would! My insurance company strong-armed me to use them! I'm sure they're in cahoots with the insurance companies. Come to find out they used aftermarket parts on my car and my car isn't old and still worth a lot $$.. Pilau! They also didn't notice the bent frame, and I had to find out too late from my mechanic who has taken care of my car since it was almost new. Now I've already signed off on this shoddy job and I now have been seeing paint that shows difference between the original paint and the cheaply done paint job they did! It got waxed one time and now it shows a line between where they painted it and the factory painted surface, even though they said I wouldn't notice it. I called back and wouldn't even listen to me, and say it's MY fault for not noticing the bent frame? I wish I never went here! I hate it so much that now I'm going to sell my car and lose a bunch of money on it because I can see it every time it's in daylight. I heard they used to be pretty good many years ago but a lot has changed over the years, I guess. Please don't go here!! Aloha. read more

Well you wouldn't think a hand size ding in a door would take 4 weeks to fix? Well here we are still waiting to get the truck back! Not recommended at all!! read more

Not a good experience...... Seems all insurance agencies use MS only because they have the property to house multiple auto for repair, but you can ask for an alternative shop. Prices weren't the same as stated when I went to pay and they didn't diagnose a bent shock on the front of my car which caused me to go to another shop for diagnoses and have my insurance company send in an adjuster to evaluate my car repair yet again, over spray on my car and the door wasn't remounted properly when it was removed for repairs. Suggest you ask around and use another collision body repair shop. read more

UPDATE! UPDATE! UPDATE! Less than 24 hours ago I wrote a not so nice review about MS Auto Body and Mr Soares ( Junior ) contacted me IMMEDIATELY.. He listened to my concern and addressed it.. I own a 2016 4 Runner and MS Auto Body replaced a damaged rear bumper and it didn't fit correctly afterwards.. It seems that MANY owners of these trucks have experienced the same issue! This is NOT anything that MS Auto did, this is CLEARLY a FALUT IN manufacturing! I always had a good experience at MS Auto until this TOYOTA bumper issue.. Search Google for this problem because I did and TOYOTA is at fault for this bumper issue, NOT MS Auto... Thank you Mr Soares for your promptness in addressing my concern and finding resolve to the situation.. Thank you to your team (techs) and (office staff) read more

In all fairness, MS Auto did not work on my car, but the way they treated me was one of the very worst experiences. I initially spoke to Matthew, then the receptionist Kianu, and briefly the owner, Manuel Jr, who asked me to write and send pictures and details, and then he would get back to me. I left dozens of follow up messages, with NO return call, which was so unkind and unprofessional. I had my car fixed by another body shop, but despite that shop's best efforts, the car could not be aligned after the repairs. That body shop said my car needed to go on a frame machine to see what was wrong. I explained to MS Auto that I was desperate to be able to drive my car, after spending so much to repair it, but MS had NO spirit of aloha or kindness or willingness to help me. I even told them I was willing to sign a waiver of liability if they could just tell us what was wrong and needed to be fixed. The original repair shop is willing to do the repairs, if he could be told what was needed. Anyway, I have no idea if MS is good or bad with repairs, but what IS bad is the way they treat a potential customer and human being! With sadness, frustration and disappointment, Karen Russell, karen@healthylifeadvisors.org, 808-325-1500 read more

Great customer service , and friendly staff. And I like when an actual person answered the phone not a automated voice .

First and last time with this company. My vehicle was assessed by MS Auto in conjunction with an approved insurance claim. Customer service was decent on the front end, despite the awkward layout of the office - walking into an open office area with (what looks like) a reception desk and not knowing which of the staff stationed behind the desk served as reception. Aside from scheduling the work, my insurance company also secured a rental vehicle for me to use during the period of repair work. So today, the day of the scheduled work, I dropped off my vehicle with MS Auto, picked up my rental vehicle and headed about my day. Not even a few hours later MS Auto contacted me to inform me that they would NOT be doing the previously-scheduled work. The individual (Matt) that communicated this information was not apologetic (at all) and didn't flinch at the fact that I was now being inconvenienced by their decision, AFTER everything was coordinated, scheduled and in play. I was instructed by Matt to return to MS Auto to pick up my vehicle. I can understand that the company decided not to do the work. I can even understand that MS Auto represented being able to do the work without involving the input and decision-making of staff that would be potentially involved. But I CANNOT understand how a company can casually decide not to conduct the work AFTER weeks of assessment, agreement, coordination and scheduling occurred. My work day was interrupted and inconvenienced because of MS Auto's late decision to not do the work, which involved time lost from my day from having to drop what I had planned for the day to return the car rental and pick up my vehicle. And I also CANNOT understand how the company was not AT ALL apologetic for the inconvenience that I now bore in essentially reversing a plan to which the company previously consented. Completely unprofessional. This is my first and last time using MS Auto. read more

I had my Rogue repaired by MS Auto and received a very shiny "new" car! Staff is courteous and met the owner today. I complimented him about his staff. I'll surely return! Mahalo for fixing my front and back, both caused by minor accidents! read more

I was pleasantly surprised from the time I was referred to MS Auto by my insurance company. MS texted me with their #, scheduled my appointment quickly, I was greeted warmly and professionally. I did not have to wait long for the technician to evaluate the repair, print and estimate. They explained how long it would take to get needed parts, how/when we could schedule the job. Hilo can be old school in business systems. MS was very modern and used modern apps and seamless systems for communications, scheduling & billing. I feel confident recommending MS Auto to friends. read more

MS Auto does a great job. I seem to attract lava walls and as a result I've had my cAr repaired there twice. Both times they deliver on time and above expectations. I recommend them. read more

I WOULD GIVE 0 STARS! I went to MS to fix my bumper/headlight from a minor fender bender and in return, they cracked my dash board and broke my hazard light button! On top of not apologizing, it has been weeks since this incident and I haven't heard back from them even after leaving multiple messages for their manager...and have not I been compensated for the damage. read more

I had my vehicle repaired by this autobody shop and it was a complete catastrophe! I would never recommend this company to anyone because of their lack of professionalism, workmanship or the ability to warranty or guarantee the work that they have done to your vehicle thousands of dollars later! read more

The best and most reasonable auto body repair on the Big Island. Service is awesome with lots of experience to back them up. They have the USAA military contract too so you know they have been vetted by many agencies. I have used them multiple times and am always pleased with the results. read more

My mom went in to get her truck fixed and I still remember how horrible these people were. The staff inside were nice but stole money out of her truck, which she got back but the owner called her a liar. Every time she had to deal with the owner he was rude, yelled and was the worst customer service I have ever seen or heard. Complete jerk. The truck was in there forever! She had to rent a vehicle while this was being repaired and it took them over a month! My mom is a mechanic and walked to the back and they had ALL the parts there and still hadn't put them on! They were just sitting there. What the hell were all these people doing? Sitting around looking at the truck and not fixing it? What are we paying them all the money for? Completely horrible. Don't listen to these "mahalo" "good job" reviews, look on THE APP YELP! There are many more reviews with similar experiences! Do not use them!! read more

My insurance recommended me to have my repairs done at MS Auto, so that's what I did. The repairs and constant update that you recieve via text message is perfect. What is not okay is the customer service that you recieve. You do not recieve a greeting when you walk in, or even when you stand at the front desk - this happened to me all 3 times I went in. After picking up my car and returning home, I opened my trunk and noticed my car mat was missing. I called MS Auto and the worker said he will check and call me back "soon." Over an hour passed, so I called back and apparently they were "still looking for it." He called me back a couple minutes later saying he found it. When I went in to pick it up, again, I was not greeted AND I did not get an apology for the inconvenience or for the mishap in the first place. read more

Our insurance company recommended MS Auto when we damaged our Toyota Tacoma rear bumper after we backed into a rental car in our driveway. The entire experience was very smooth, professional, and easy from making the appointment to pick up. They kept us informed along the way. Repair was quick, professional, and well-done. We are very happy with our experience and would recommend them to anyone needing their services. read more

Took over 18 days to fix and counting! The parts were there before my car was dropped off! Excuse everyday, they except to many cars at once! read more

They are a very good company they treat you like family. I have taken my car here twice to get fixed and I have always left here happy knowing that my car is in good hands. They go over and beyond o make sure that my car is up to my standards and when I did have a concern they would address the problem right away. Most insurance companies recommend this company and I wouldn't choose any other car repair shop but MS Auto to make sure my family is safe. The owner is friendly and always makes sure to remind us if we are having any problems to call them and they can help. I got my car back within 4 days. THANK YOU MS AUTO FOR ALWAYS TAKING CARE OF MY CAR. read more

MS Auto is one of the most recognized shops on the big island... They have been open for years and are recommended by majority if not all insurance companies... So trust me when I say that they will get u and ur car or truck back on the road in the most painless way read more

Beware!!! Shady as they come. Fake email updates. Called about this and they blamed insurance co. for sending MS emails.WHAT! Avoided all my phone calls until I showed up at there door and owner cowers in office leaving his employees to deal with this very unbelievable unprofessional business. 8days promise. 33days. Called by insurance on 28 day saying not covering all damage claimed.MS never contacted me about this ever! So now driving half repaired new truck.WTF. MS was in total control of insurance claim! They took the pics, submitted to insurance, told me to bring in truck, and all was good. NOT! Bolts loose. My Brand new seat covers smell like a sweaty bum lived in my new truck. 4000 miles on truck. new car smell gone now. Full tank gas returned below 3/4 with 6 hours run time on motor with 4 miles driven since drop off. Had to fix what they left for me. MS has got $18,000+ out of my Insurance that I will surely be paying in future. Never again!!! read more

My apologies to MS Auto. I would like to retract my second review of MS Auto because I later found the item that I thought was missing when I brought my Rav 4 in for service. Mr. Soares compensated me tor the item even if they were not responsible for its misplacement. They did an excellent job of repairing the two dents on my car and finished the job by the time they promised. And I would recommend them to anyone who needs body work done. read more

Be warned - get a second estimate if you are going to consider using MS Auto Inc. Manuel Jr. helped me. He did a good job acting like he knew what he was doing. However, when I checked what he said he could do with another auto detailer it turned out he was talking a load of crap. He was unprofessional and lacked integrity. The coast of the work was way above that of the other bid I got from another mechanic. I have the feeling that MS Auto Inc. makes their money trying to pull the wool over people's eyes. read more

After taking $7000 of my hard earned money, and having my car for approximately five weeks. I noticed on the drive home that the tire lights came on upon starting the car. usually a minor matter of an imbalance in the psi. the interesting thing was that upon asking if they might check the tires I was told point blank that no they couldn't do that and I'd have to take the car to the service station. Ya'll enjoy that single gold star ya earned it! read more

Great service and friendly people. I took my car to them after a minor accident. They replaced the front bumper and passenger side fender within the quoted time frame, 4 days. There was a small glitch when the automatic lock on the passenger side did not work after having the service completed. I took it back to them and they corrected the problem, no questions asked. During the repair, they told me they were not satisfied with the finishing done on the hood of the car. They redid the job while I waited. The owner came out to meet me and we had a great conversation while waiting for the work to be done. They did not have to redo the hood, I did not ask them to because I did not notice it's flaws. SM went way beyond necessary to get my car looking like new again. Four star service and highly recommended. read more