Brought my 2024 Rav 4 in for a two-year warranty service, Hilo Servco, 5/26. The basics, oil / filter/ rotation. Fluid levels checked. Monique Bush was my service manager. She was immediately able to answer my questions regarding the dreaded stop / start issue and an oil additive the dealer recommends. That settled she wrote up in invoice to include my preference regarding the oil additive. She communicated with me through the course of the service, as a slight delay arose. When the car was finished servicing, Monique texted me. I called Joe, Servco's shuttle driver who promptly picked me for a return ride to the dealership. Upon arrival Monique went over the invoicing with me, all spot on. She retrieved my car, washed and ready to go. A 5 Star rating for Monique and Joe. Unfortunately, the promised email or phone call from the Parts dept. regarding parts for my older Toyota, never happened. Therefore, the overall 4-star rating. read more

Since De Luz sold the dealership to an Oahu company service has gone down and prices are going up at this business. I recommend everyone to look for a new place to take care of your Toyota read more

Service Department Servco Hilo Anyone else notice a change in response time and overall attitude since the changes ownership. When it was Bib Island Toyota under Deluz it seemed like the response time was much quicker and more friendly. I bought a new Toyota it 2024 and when it stopped starting was told I would have to wait perhaps weeks to get a service appt.; when I complained I was given a better option but it took a manager getting involved. I now have two recalls and the response times seems very slow; was told I would get a call back on Monday and now it is Wednesday and no call. I had similar experiences with the Oahu Servco dealership over other issues; response time was non existent. I think they have fewer workers trying to handle a larger work load. I miss the Old Big Island Toyota atmosphere and response time and over all helpfulness. Sometimes change...no always for the better. read more

Called Toyota Hilo to scheduled an appt for a repair under warranty. While scheduling I was told to call the finance dept to make sure I had the warranty. I paid over 3k$ for it, so I knew it was valid. None the less I did what they said and called. SURPRISE the part and labor was under warranty. So 2/16 mid day I go to my appt. Check waited for 1 hour and a half, for the service personal to tell me it's a part that needs to be ordered and they need to get approval if it's under warranty First before they can do the job. Piss me off. How the hell is this an excellent place for customer service. She did tell me though that the service time is 2 hours so I guess this idiot actually thought they were under time in service time. 5 to 7 days for the part she says. Well let's see if there's going to be a part two in wasting my time. I guess the excellent service will come when I actually have to pay for Toyota Services, and not be under warranty.... read more

I thought I'd wait for response from Toyota after sending them email about the service they've provided but never heard anything from them. Aloha Lesley, Almost 2 years now that I bought my Toyota Tacoma from you and I appreciate your amazing service that you provided. I've enjoyed and treasured my Toyota Tacoma since the day I picked it up at dealership. I also appreciate Kalena for reaching out to me and letting me know that she will be off on the day I made an appointment for my truck. On Wednesday 11/15/2023 someone at the dealership called me and reminded me about a service is due for my 2022 Tacoma and so I made the appointment for 11/17/2023, I thank the person who called me that reminder service was awesome and people like me needing these kind of service. Today Friday, November 17th brought in my Toyota Tacoma, came out of my truck and this guys was about 13 ft away and he said "you have your keys inside "? I responded with "um no" I stared at him thinking, does he works here? He did not introduce himself as the service guy and should have said "Hi- I'll be taking your keys and prep your car for service" and please proceed to the counter". That would have been a better approach to someone who come for services. I proceeded to the counter and I kept on eye on him to ensure He took care of my truck. As I checked in with an advisor and the advisor took a look around I confirmed with him that my truck does not have any damage or scratches. Before I proceeded to the waiting room I asked the advisor to please take care of my vehicle. Once I entered the waiting room I see my truck being moved and driven and watched it how it was moving around. You could see that the person driving the truck driving it like it was a standard transmission. He was shifting while the vehicle was moving drive and reverse. I watched my truck with perturbation and exasperation. I just couldn't believe what I'm seeing. Is this how they treat the vehicles that they are selling? Is this how they treat customers hard earned money? Is this the service they are providing? Do they break the vehicle so that we bring it back for repairs so that they can charge you more? I wonder what they do to the vehicles when customers not looking? I am just disbelieve that I am seeing someone driving my truck like it was a race car. I'm afraid to bring my truck back to Toyota because they might end up costing me more money. I know I'm just a one customer but I'm someone who loves Toyotas and if your company is proud of selling Toyotas, I suggest the employees who services these vehicles takes good care of them and not cause more harm then good.. Thank you for your service Lesley I wish I could have been a long time customer. read more

Servco Toyota - Hilo - Auto Repair Near Me - Hilo, Hawaii

I purchased a pre owned vehicle from hilo servco Toyota management told me that the registration would be made current is the registration was due to expire in three days when I picked up the car the registration sticker was not current and now Toyota does not want to make the registration current. I'm being told I have to do it myself. read more

We've purchase 4 vehicles at Servco Toyota - Hilo. The last 3 vehicles from the same salesperson, Lesley Lida. Our first salesman passed away, his name is Blaize. Now we go to Lesley, very smart know the vehicle in and out. Very knowledgeable. She is the best in the business. We have purchase vehicles from Servco Toyota Mapunapuna prior to moving to the Big Island. Lesley is by far the best salesperson we have EVER had. I highly recommend her. You might have to make an appointment, since she is busy and has many repeat customers and client referrals. You absolutely won't regret it. read more

Service team seems very nice but when I went in to wait in the waiting room, I found a squashed dead roach on the coffee table next to a religious pamphlet and a MAGA magazine about Trump. Interesting branding choices. Plus no cups for the keurig. So, not generating any loyalty from this customer. read more

Servco Toyota - Hilo - Dead roach, Trump magazine, religious pamphlet. Interesting branding choices. - Auto Repair Near Me - Hilo, Hawaii

Service advisor Harley was awesome. Positive attitude and great customer service! 10/10 I'm grateful to own a Toyota. Mahalo, B read more

I told them my reverse lights are not working. Instead of checking bulbs first they told me they did full electric diagnostic (they said they did) and told me I owe them 185 plus tax and 20 for light bulbs . Because they are stupid to check that bulbs first I have to pay that? I am shocking. read more

Waste of time no trust me pay for back order part. Me and my friend went several times. We still do not have the part to fix rear brake on my Toyota! Going to cost you time and parts more costly than aftermarket, Time and money wasted. Go elsewhere. I do not highly recommend servco Toyota parts department! read more

Buying a vehicle from Big Island Toyota couldn't be any easier. The price is the price and they don't charge for add ons and all the bs that other dealers do. My suggestion is go in and talk to Randy in sales. He is the only person I would deal with buying a car. Randy is just a genuine nice guy who always takes care of his customers. read more

Took my vehicle in to get an oil change and filter. Few days later by accident I noticed like somthing was leaking near drivers side tire well. After crawling under my vehicle and looking under the hood, I discovered it was a good size of spilled oil on the engine frame aswell on the plastic near the radiator, on engine block guard frame, aswell plastic around the oil fill cap. Totally sloppy work! Embarrassing. And they suppose to be the professionals representing Toyota? Unbelievable! Now I have to clean up oil spill myself. I thought about complaining but what would that do? They won't do shit about it. Just look at the reviews they have. That speak volume. Never again! read more

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We've purchased several new cars from here ourselves, our extended family, even more so. The biggest draw for us is the consistent reliability of Toyota, in general, but also the MSRP pricing of BIT. We've worked with Bob Holcomb for years and we love the guy. Down to Earth, no non-sense, straight shooter. He's in high demand, so it may take him a beat to get back to you, but he eventually does. The finance managers are also informative and take their time walking you through pricing and options. We've struggled a bit with the service dept., but sales has always been a winner for us. read more

I took my Chevy truck in to fix the ac and ended up with more problems. The truck had a strong rattling noise due to Freon overfill and they installed an intake part upside down when putting things back. Also took it in for new break pads and my "new" parts were discolored and rusty. I will never go here again. Save your money! Shame it's a monopoly in East Hawai'i. Find the right small business mechanic or friendly uncle instead. read more

Servco Toyota - Hilo - Over filled Freon causing ac compressor to shake - Auto Repair Near Me - Hilo, Hawaii

Went to BIT to look at & purchase a RAV4. Auto was on showroom floor. Sales agent said could not show you any cars because that are sold. Related would like to see one and test fit it for purchase consideration. Told NO all sold unable to let you look at any. Then why is the sold model still on the showroom floor? No you can't see any. Basically BIT slammed the sales door in our face. Also have had the same experience with the service department. Their attitude is take it or not thats the way it is. Glad to see BIT doing a good business and can turn away customers. Note: better selection and availability at other Toyota Dealers off island. read more

Honesty isn't always their policy. Today, I had a second key programmed for my minivan since they only had one available when I purchased the vehicle. When they were finished, they handed me back the original and the spare keys. But, after I left, I noticed that my house keys were missing from the key ring on the original set. I looked around the vehicle but couldn't find them and went back hoping I would get assistance. What I got instead was the service manager (who checked me in and took my keys in the first place) trying to convince me that my house keys were never there! I didn't see how that was possible and I called my wife who uses the vehicle. She told him that she didn't remove the house keys from the key ring (why would she if that was our only key for the car). I know I have never removed them. Prior to I was told that they would have left any other keys in the center console area, but I had already looked there multiple times and was asking for help finding them, which I didn't get; instead, I received this poor attempt at gaslighting and a vague assurance about having a look around the shop later. After leaving, I later found the house keys underneath my coffee mug in the car's cup holder, which is apparently where the service people left them. I felt stupid about not finding them earlier but even more upset that the service manager would rather try to convince me I never had them in the first place than take the five seconds to help me find them. I am also not sure why they would remove the house keys -- and not say anything about it to the customer before they left or give the house keys back with the car keys. That is terrible communication by itself, but my real issue is the manager's dishonesty and attempt at blaming the customer. I can't be the first customer that they have done this to when faced with a problem. How hard would it have been to have the service worker come out and explain what happened and show me exactly where they left the house keys? That is the basic level of service I was expecting. I have no problem with the sales team or the rest of the staff. But beware of their service department. read more

Outstanding in every way ! Kurt Williams runs the outfit and is a rarely found competent car guy; FAIR and KNOWLEDGEABLE. He will not steer you wrong. read more

Reached out via chat yesterday about a Tacoma got immediate responses and went in to see about getting a my hands on one. They had one in the lot and drove it today! Very simple process and you don't have to deal with these horrible mark ups like you do at other dealerships. True pricing and true customer service! Thank you Bog Island Toyota you will have a returning customer when it comes to upgrading our other car! read more

Servco Toyota - Hilo - Auto Repair Near Me - Hilo, Hawaii

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They used to be good. Was a loyal customer since 2014 will never be back Lack of communication and confusion in the service area. read more

I try to support local as much as possible. I bought two Toyotas in one Chevy. They're more than welcome to sell you a new car at a higher than average market rate, and use their top quality service department as a benefit. I've taken two of my car is there that I purchased from Chevy and Toyota and the tax were not able to solve the problem. These are dealership trained technicians with a direct pipeline to the car makers. They said they couldn't find parts locally, which I don't understand why they only source locally and they're not willing to think outside the box. It was such a waste of time to. The service girls who check in your vehicle basically know nothing about cars and try to speak to you as if they are trained mechanics. It's somewhat laughable, listening to them, make it up as they go along. read more

My horn didn't work. They charged $161 to tell me that it was the spiral cable clock spring and that the part was $1060!! It didn't take much investigation to find that mainland Toyota dealerships sell the OEM new part at about $260. They are, to my mind, crooks. They won't let you bring in the new OEM part or a used part for install. Avoid them if you can. By the way, I decided to buy an after-market one that sells for $25 and plan to install it myself. Lots of fine videos on how to do this. read more

I would've rated no stars if possible. Waited 4 HOURS & 45 MINUTES for the recall repair, almost 5 hours!!! Went there to do oil change at 8:15 in the morning another time and it took 4 hours! No apologies from them. I'll never go there again. They're happy to sell you cars but don't give a rip about your time after they get your money! read more

Update from previous post about the lemon I bought from Big Island Toyota. The second shop that Big Island Toyota sent my vehicle to has been trying to reach the service department manager for two days to verify the warranty before they will start work. Still no response from Big Island Toyota to the other service facility. Now I've been waiting two days, just for the approval. It could have been fixed by now I was told, but the work cannot start until they hear back. The other service department said they will be going to go to Big Island Toyota themselves tomorrow morning to ask in person because no response in two days... I also called and left a message with Big Island Toyota this morning to see if I am eligible for a loaner. No response from them. I am really starting to think they don't care about you after you buy a vehicle from them. read more

Went into parts department and saw 5 people standing less than 10 feet from the counter and the "parts manager" right in front of me at the counter. I could have shaken hands with him he was so close. He was entering orders into the computer. He saw me, looked down again and did not say a word for 6 minutes. The others saw me and were too busy drinking coffee and talking personal story to say hi or help me. I waited patiently with a smile on my face as an experiment to see what there level of customer service is. He finally started getting irritated that I was at the counter and finally looked up with a frustrated look on his face. Was he supposed to help me? Was 1 of the others supposed to help me? Who knows, is was his responsibility to help or ask 1 of the others to help. NOT GOOD, EVEN FOR THE BIG ISLAND! read more

I dropped off my car at my appointment at 9am. Was told it would be ready after lunch. They called back and said it would be ready at 4pm. It's 430 and I'm still waiting. Wouldn't be too bad if I lived or worked nearby, but I live in deep Puna and I've spent the whole day waiting here. Never coming back here for service again. Used to love their service. read more

"We'll boys looks like I sent it a little to hard!!" It took a lot of effort to find all the issues. Kakoa, Kalena and Harley all worked with me and the Tec to fix my truck. I never felt in the dark as to what they found and the work done was right. Good to have a honest mechanic. Thanks BIT and team read more

Servco Toyota - Hilo - Work done - Auto Repair Near Me - Hilo, Hawaii

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UPDATE: communication not getting better. In short, the appointment taker has failed to inform us of prerequisites for a safety check...now TWICE in a year. We've now gone out of our way and wasted our time twice. If you ship a vehicle to the island, make sure you have Hawaii insurance BEFORE doing the check (mainland insurance isn't accepted). Next, be prepared to get a "failed" safety check for having a mainland registration (can't get Hawaii registration without a safety check). Proceed to the DMV to get a Hawaii registration, and then schedule another visit to go back and get the "passed" safety check. ORIGINAL: Everything was great for the few visits we made both at the Hilo and Kona location, until one of the repairs didn't resolve the issue (a different repair at the Kona location didn't resolve that issue either). I replied to Rylan's text, the Hilo advisor, so I could see what the next steps should be, and no response. I left a voicemail for Rylan, and no response. I called and had a message taken for Rylan, and no return call. Currently trying to find a more reliable mechanic. read more

The Toyota service department left my car in worse shape than It was when I dropped it off. They refused to do warranty work authorized by Toyota. My car was purchased new from their dealership and I have been a loyal customer for nearly 20 years, but I will never patronize Big Island Toyota as long as the DeLuz family has anything to do with it. The service department is crooked beyond words. They refuse to live up to their obligations or correct their mistakes. Wish I could give it a negative rating instead of one unearned star. It would be far more accurate. If you love your car, don't let the mechanics at Big Island Toyota anywhere near it. read more

The people make the difference and help you every step of the way from sale to service to back again!

First of all if like to thank Dennis Taketa and Jeremy Spain for the awesome fast efficient service that was provided to me and my husband at Big Island Toyota. We were taken cared if they are super nice and took all the stress out of purchasing our first brand new car. I absolutely love our for runner. Dennis was very good at explaining the vehicle we were I interested in and took us on our test drive. Jeremy Spain Lao did a awesome job at going over all the paper work and explaining everything to us and was super friendly and really took his time explaining to us made it very easy and stress free and we appreciate that thank you again I highly highly recommend anyone looking for great fast service to stop on by and see these guys they will take care of you as they took care of us thank u couldn't be any happier with the service we received read more

Servco Toyota - Hilo - Auto Repair Near Me - Hilo, Hawaii

I called Big Island Toyota in Kona, where I purchased a 2018 Chevy Trax. At time of purchase I was told that they could do maintenance on the car in Kona. Because I have a problem with the brake electronics, I called BI Toyota in Kona yesterday, left a message, no call back. I called again today and was told that they can't help me in Kona, because they don't have a GM-trained technician. That is poor customer service. read more

I made an appt.for service on my husbands truck( Aaron H) for today..When I made the appt. I was told "anytime you want we are wide open for appt. times. So made the appt. for 9am..got there 8:45 and dropped truck off. Was told it would be ready in an hour. We went back in an hour and the truck was still parked in same spot in was when we left! hadn't even been touched! My husband said he had a 9am appt. and the manager on duty said "Oh that's just the check in time" NO DUDE that was the appt. time i made, cause you guys were WIDE OPEN for appt. time. Needless to say at that point we left and won't be back! read more

I am really IRATE!!!!! Pissed off!!!! My wife 2015 Nissan Pathfinder has not been repaired properly and is due to lack of service and customer assistance or lack of communication! The service manager Kekoa was supposed to order parts to repair this!!! Parts department when called did not know of any orders made because they said the repair was done! Why the inconsiderate attitude, lack of communication and poor service! read more

Customer Service is pretty mediocre. Especially if you don't appear capable of buying. Richard Meyers, the new finance manager, shows no respect to "lower" employees and unprofessional when customers are present. How does a guy like this work there. read more

I received an urgent recall notice for airbags on my Toyota. I followed the directions for contacting my local dealer (who turned out to be B.I.T.) spoke with Crystal and got the shipment underway. I was told it would be 4-6 weeks at max. Almost 2 months later, still nothing. No one picks up the phone and the voice mail box is full. In the meantime I have a vehicle I am hesitant to drive, creating a hardship for my family. You remember that several fatalities were linked to these airbags, right Toyota? read more

I always was told that this dealership was great and cheaper than servco in Honolulu even with shipping. Well here is what happened with me and this dealership. I called and spoke with a super friendly female employee told her what I wanted and she told me I would be getting a call from their sales manager 4 days later the manager calls ( by this time I gave up on them and found my truck at servco) he calls verifies what I wanted and tells me he will get back with me. I already had a price from servco. I was curious to see if they would come back with a better deal. So to this day no call back. So either business is so good they didnt need my business or they have some connections at servco that they knew I had made a deal. Either way poor way to do business. read more

After a recall for a fuel pump, i noticed a plastic skid plate hanging from underneath my Tacoma. I called a few times and the service department passed me on to the scheduling department, then got passed on to the parts department and finally was told to call the service manager Kekoa and leave a message if he didn't answer. Left a message and 3 days later still no reply. I went in person to Toyota to tell them about the 3 missing nuts from the skid plate and was told they could schedule me then or in 2 weeks. So I gave them my keys and was told it should be only about an hour. It has been 2-1/2 hours and I am still waiting outside of the Big Island Toyota service center. It's not a big issue since it's only 3 nuts that need to be replaced and tightened. Just glad that the mechanic didn't forget to tighten my tire or something more important. Heads up to anyone after getting a repair or service job as it is hard to get them to fix mistakes in a timely matter. read more

Servco Toyota - Hilo - Sitting here till almost closing... - Auto Repair Near Me - Hilo, Hawaii

This review was originally posted on Servco Honolulu (11/14/2012), probably a mistake on my part. Removed Content: I found the car i wanted on the Toyota website after comparing all of the hybrid and EV models on the market. I chose the Prius V Three and contacted Big Island Toyota to purchase the car. I did not know I would be purchasing the vehicle from Servco, the only way to get a Toyota in Hawaii. I dropped $30,000 on a vehicle and expected it to have the basic features (NOT options) that Toyota advertises. After I purchased the vehicle and attempted to register for the Entune application I kept getting errors. I called Entune/Toyota and they eventually told me I'd need to speak to Servco. After I was transferred to Servco, a rep tells me that Entune (applications/iPhone interface) is not available in Hawaii. WTF? I could understand an option such as XM radio not being available, but Entune is a feature of the vehicle, if not the car wouldn't have an APPS button.. The one star was well earned as it is unlikely that I would consider purchasing any Toyota vehicle as a result. I would never recommend anyone support Big Island Toyota with their hard earned money and watch your backs with the Servco Pacific owned dealerships. read more

Toyota makes a great product but BIT and good customer service is something To be desired. They have had our vehicle for going on 3 weeks and when we called to find out what's happening they informed us they were still waiting for the parts and had no idea when those might be coming in. We asked if we could get a loaner vehicle but we're told that Big Island Toyota (part of SERVCO) doesn't do that, the best they could do was offer a rental for one day and pay for that but if we kept the rental car longer we would have to pay for it ourselves. That's what Kekoa the service manager I'm guessing told us. We have bought two vehicles from BIT, paid cash and this is what we get? Did I mention my parents are elderly and can't get around too well and have several Dr's appointments each month that has been a struggle to coordinate and get to since the loss of the vehicle. It was a rude awakening for us and one that left a bitter taste in our mouths. Hawaii loves monopolies like this, SERVCO is the only Toyota dealer in the state and the customer service is sub par at best with our experience. I personally will never recommend or buy another vehicle from a Toyota dealer in Hawaii. I will go mainland and ship it back. On a side note I've owned Mercedes' and BMW and Ford and never had that happen when I brought my car in for service. I was always offered a loaner Even at FORD if the service was going to be longer than 4 hours. Hope the next elderly couple in the same situation doesn't have our same experience. GREAT NEWS!!!!!!!!!! It's now 2 days after we called to try and get A car from Big Island Toyota as a loaner while they had our Prius for repair. Got a call from Hertz Rent-A-Car saying they had a vehicle for us to use for one week per big island Toyotas instructions??? No one from Big Island Toyota called us to say that they were going to do this for us, so I wasn't sure it was true or what the details were. Gentleman by the name of Dean at Hertz was very helpful, after I explained the situation and experience we had a couple days ago with Toyota and Toyota telling us to go rent a car on our own and that we had to pay for it on our own. Dean at Hertz informed me he would call service manager Kekoa and verify the information. About an hour later Dean called Back and told us he had confirmed with Big Island Toyota That a vehicle would be available for us. The shocking news was Dean telling us the Big Island Toyota had offered to pay for a month of the rental for us while we wait for our car to be repaired. We were very happy to hear the news and are appreciative of the vehicle to use. Thank you for doing the right thing even if it took 2 additional days. read more