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

This place makes me wait all day for a simple oil change every time. I make an appointment for 10am and my truck is not done till 3.. Wtf?! I thought that's what appointments were for, otherwise I'd just walk in and leave my truck there all day and that'd be fine. But if you make an appointment I would think your truck should be started shortly after your appointment starts like most credible businesses. Thanks big island Toyota for nothing. read more

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

We worked with Leslie and she went above and beyond to help us. Before we even looked at the vehicle in person, we were able to work with Leslie via text message and begin the paperwork process. Leslie is very personable and wants to make sure you have picked the right vehicle for you. She made the entire car buying experience easy and pleasurable as sometimes it can be stressful. Leslie called us a week later to check in on us and see how we were liking the vehicle and we greatly appreciated the extra personal touch. We also had an easy experience with the financing department which can also be a headache but this wasn't. Very thankful for the car buying experience at Big Island Toyota Hilo. read more

I bought 3 cars from 3 different dealerships and Big Island Toyota was by far the best one. Our salesperson was Lesley and she really went the extra mile in helping us take home our brand new Toyota Tacoma. Not gonna lie when I say I was stressing out about going to a dealership but can't express how much we enjoyed going to Big Island Toyota read more

Servco Toyota - Hilo - Brand New Toyota Tacoma - Auto Repair Near Me - Hilo, Hawaii

Back in 2010, we were in need of a second vehicle. When we saw the 2009 Scion XB on sale (new), we fell in love with the car, more so since it was the only one with a standard transmission. Our sales person (Alika) was very friendly and courteous at the time. With the help of his sales manager, they were able to arrange financing for the vehicle on a budget that fit our means. But there was one fact that kind of put a slight blemish on the whole experience.... Because the car we purchased was a 2009 model, at the time of pick up, the vehicle wasn't detailed as new cars are always done before a customer picks up the car. Since we were pressed for time after a full day of working and shopping, we just wanted to get home after a tiresome day. After a few days, I managed to wash and polish up the vehicle to make it look nicer. To this day, it still kind of bothers me about this, but now that it's water under the bridge, I regret that I didn't bring it up earlier. But despite that little oversight, we still love the car we purchased, and it seems that we must've started some kind of trend, since we noticed a lot more Scion XBs on the road in the months after our purchase. I even had some potential customers approach me in parking lots inquiring about the vehicle, to which I showed them all the attributes of the car. It was a good buying experience dealing with Big Island Toyota (our first, ever), with good people working as a team. But it could've been a greater experience had the vehicle been detailed properly before pickup. Whether a current year model or a previous year model, equal treatment of preparation should have been accorded. read more

I worked with Tatsuo "Baldy" Higashi on a new vehicle purchase this past month. He's been with Big Island Toyota for well over 35+ years and is the senior manager for all auto sales (new and used). While his office is over at their used car lot, he sells and has access to all their new cars/trucks. I visited him on a several occasions, over a period of two months, each time asking numerous questions. He was very patient and not as excited/temperamental as the other younger salespersons. He brought in the car from their Kona location (via truck transfer) arriving one day after I requested it. Great service and no pressure to buy (you negotiate with him, no other managers above him). I'll work with him again on any future purchase(s) in a heartbeat. Ask for him and he'll take care of you. Final comment is that it took me about several months to get over the monopoly factor. If you don't know already, Servco (in Honolulu) is the only Toyota distributor in Hawaii. Plus, this is the only dealership on this island, which means you pay what they want to charge. Don't even bother looking for a deal that is a few hundred over invoice, I probably paid $2,000 over invoice (but still below MSRP). When demand is significant, expect to pay a market premium of a couple thousand dollars over MSRP! read more

We live on the Kona side & unfortunately, no one over here had a diagnostic computer to communicate w/ our Chevy Traverse, which was only 4 years old, except DeLuz Chevrolet/B.I. Toyota, which is all the way over in Hilo. (This means that if your Chevy vehicle is rendered unsafe to drive the long trip - without gas stations or even cell phone service in many areas - across the island, you risk paying to have it towed all the way over there at significant expense.) We received a recall notice in the mail from GM informing us that there was a safety issue with the passenger airbag sensor that would be replaced at no charge at our "nearest Chevy dealer." (The passenger airbag sensor was not detecting the presence of a passenger's weight & therefore we ran the risk of it not deploying properly in the event of an accident.) My husband took the day off of work to drive it over there (they would not give us a Saturday appt. despite our long drive over there from Kona with our large family all in tow) & allegedly had the airbag sensor issue corrected. Yet nearly immediately after we returned to our side of the island, the passenger airbag light came right back on. (I simply presumed this was due to their recent work on it and guessed it was simply being "touchy" & would most likely shut off soon.) I ended up becoming severely ill, constantly in & out of the hospital and because we have 6 kids & I'm now disabled/unable to drive, it would mean another exhausting and wasted trip to Hilo for my husband, as well as lost wages/time during the most stressful time in our lives...& besides, we had more important issues (with my health) to think about at the time. I knew they had (allegedly) already made the correction and therefore I presumed it was safe to drive nonetheless. As such, getting the dashboard light turned back off was not on my top list of things to do. We decided we would wait and deal with it later when we had some other reason to make a day trip over there. However, we then found out that it caused us to fail our subsequent safety inspection when it became due. At that point, we were forced to contact them to correct their grossly negligent oversight. Apparently they know you are at their mercy due to this monopoly...because despite calling them in a panic (it's the only car we own and therefore our only method of getting to/from school & work), they said it would be at least 2 weeks before we could even get in. My husband had to take another day off of work to make the trip to Hilo, as they once again were not offering us a Saturday appointment, a same day appointment, or in any other manner providing good customer service whatsoever. In fact, a multitude of phone calls & voicemails prior to that (when the airbag light initially came back on) went completely unreturned for many weeks and months. It finally got so bad that my husband had to start calling the sales department to ask for a "real human being" to answer our calls over in the service dept. as opposed to a machine. We of course advised them that this was an ongoing issue for quite some time & was now causing us to operate the car illegally. We informed them we were under a strict deadline to have it repaired. To further complicate matters, our registration was shortly ready to be renewed & the same cannot be done without an approved/passed safety inspection. (Being somewhat new to the island, we were unaware of any of these things.) This means the dealership knew they had us over a barrel & then took action accordingly. Upon arrival at their service department weeks later, we were told we would have to pay them $100 just to put our car back on their computer. We reluctantly did so, although I felt this was very unfair, considering they already had records of the airbag sensor issue on our vehicle that they themselves performed. Sure enough, the airbag sensor was the problem. They did not want to provide us w/ the read-out proving this (that we just paid for) but we insisted. They then had the audacity to tell my husband that they would like to extract the sum of $1,000 from him to essentially correct their own mistake! They claimed it was just all "one huge coincidence" and not related to the airbag recall work they did, despite that we have never had this or any other sensor issue with our vehicle before. My husband asked if a certified mechanic could explain this ridiculous situation to him & he was offered the girl who answers the phone at the service desk. Upon finally questioning the mechanic, the individual claimed this was suddenly a new issue (conveniently located exactly right next to the prior issue they allegedly resolved.) Needless to say, it was the worst experience we have ever encountered & they have lost a customer for life over it! We will continue to advise everyone we know of this situation & most likely file formal complaints. TOTAL NIGHTMARE! read more

I just picked up my car at Big Island Toyota and I paid $97.40 for them to shampoo my carpet. They didn't even attempt to shampoo my carpet but charged me. When I brought the car back they said we used every machine to take out the stains but there is no stains I was worried about it was that I wanted my carpets cleaned. If you look at the pictures there is no way someone even vacuumed the carpet, let alone shampoo it. Do not go to Toyota Service center you will get ripped off! read more

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Bought a brand new 4 runner from Hilo payed off..one month later I decided to trade for tacoma so I took it in bk at Hilo and asked if there was any Tacoma with Manuel trans on island and was told no and there will not be any for a while ..drive to Kona and long behold there was two of them in Kona Toyota so I traded it in and I live in volcano area so I don't go Kona often ..they told me they will have the plates sent to Hilo so I can pick them up there but I forgot to turn In the spare key for the 4 runner witch I forgot at home. I told them I'll drop off the spare when the plates get to Hilo so I don't have to drive Kona .now that the plates are in they are calling me saying they can't ship the plates to Hilo and they won't give me the title for the truck that I payed off in full after taking a 5 grand loss on the brand new 4 runner I only had for 3 weeks until I bring them the spare key to Kona. When I asked why can't they send it to Hilo and why did they not tell me they had a Tacoma in Kona after the guy I spoke to for 30 minutes showed me the list of everything they had on island and said there was no Tacoma like the one I wanted they couldn't give me a reason they just said there is a disconnect between the two sides and the only way I can get the title to the truck I payed for is to drive to Kona with the spare key ..it seems like if I had lost the key I wouldn't get the plates or I'd have to pay them to replace it..now must take off work and drive Kona to give them the spare and hopefully get my title and plates it's been very frustrating and the customer service was not there at all for me after spending 39 thousand dollars. It's as if they want to make it as difficult as they possibly can. Do not recommend buying a vehicle from these kind of salesman. read more

We recently purchased 2 new vehicles from Mark Sadang at Big Island Toyota and cannot recommend him and this dealer more highly. Absolutely no pressure during the sales, Mark is super at his job so was everyone else. Everything we asked for we got taken care of. What a great experience. read more

If my car were not on warranty I would never get it serviced here. Four hours to change a wiper armature?!? They way over book their appointments! read more

Rylan is always courteous and friendly, explains everything and makes sure I understand the services I will be receiving. I get my services done at BI Toyota in Hilo read more

Every time I've come here I've had nothing but great service from the workers. They are always willing to help no matter how busy they are. Considering that they are the only Toyota on Hilo side they do a great job assisting their customers get what needs to be done. read more

Made an appointment 2 weeks in advance for a tune up (I was told that they were super busy since adding servicing for all GM vehicles. We came in before our 8:45 am appointment and was told it would be ready at 11 am. It wasn't. We were then told the shop was backed up and it would be ready at 3 and it wasn't. It wasn't ready until after 4 and that was because I asked again. Our bill was 133.32 As for the service itself, our car kept pulling to the left driving home and we discovered that one tire was so low, my husband had to stop to put air in it. When we got home we discovered they broke the latch to our car hood and the metal holder to keep the hood open was loose. Also there was a rattling sound under the car when you accelerate that I wanted them to check, and they said it was fine, they couldn't find anything wrong. I asked if they drove it around the block and they said no, just to the garage (which is only a few feet from where you drop it off and a 2 second drive). I called and left a message twice and no one bothered to get back to me about my concerns. I bought our car from them 10 years ago and have only used them for servicing. We are looking to buy a new car but will definitely not buy a Toyota or GM because the servicing is so poor. read more

This review is for the servicing area at Big Island Toyota only (not the sales)! The gal who helped me when I checked is is so kind and friendly. Made my visit there pleasant! I service 2 vehicles at Big Island Toyota. My experience is always a good one! read more

Bryce Ruegg is the type of business representative that every local business should want to have on their team. Extremely knowledgeable, personable, empathetic and hard-working are all traits that business owners covet in their employees, and I hope that he is recognized for his contributions. The rest of the staff exhibited some of the same qualities, and made this entire experience at Big Island Toyota very positive! read more

I took my car into BIG ISLAND TOYOTA SERVICE HILO for a 10:20 am appointment and was told it would take about 2 hours. I sat in their waiting room and at 1:30 asked if my car was almost done. I was told that they did not even work on the service yet because the boys had to eat lunch!!! What a stupid reason!! Why make an appointment for 10:20 if you can't do it?? The service department has very poor management and the manager does not seem to care about customer service. This is the second time this happened to me. I told them to bring my car out and no need to service it !! I left with the service light still on and I told them that I would never be back there again!! I was looking into buying a 2020 Rav 4 but now.feel that I might look into getting a Honda instead. If you can't get good service at Toyota why bother??! Enid M read more

Everyone one at the dealership was courteous and helpful. This trio made it happen with ease Kaha Serrao , Yama and John Menig. Mahalo hou! read more

Everyone was phenomenal. This was a fast, friendly and overall a pleasant purchase experience. Everyone was attentive and knowledgeable especially Kaha and his team. I am loving my new vehicle! Mahalo Nui Loa! read more

These guys are a joke! We had to come to Toyota because that's where Chevy services their vehicles for some reason so I'm blaming both Toyota and Chevrolet. We had an appointment scheduled for over a month and we drove all the way from Kona to drop the truck off. We went back 5 hours later to pick up the truck when we were told it would be ready only to find out they hadn't even looked at the darn truck and said they were not sure if they were going to get to it today! We hung around in town all day and wasted our time. They could've given us a curiosity call especially since they knew we drove from Kona. Their excuse was that the missile alert that happened 5 days ago was the reason they could've get to it! What kind of excuse is that?! I will highly recommend to all everyone to NOT come here!!! This place is horrible! read more

They are the best in town, that we were always assisted, helped, all questions answered for any an everything, even down to the refreshments offered while waiting! Perfection...same day service by awesome staff; Dennis Takata & Zion!!! read more

Kelson Minemoto is absolutely outstanding. He is the definition of going above and beyond for the customer. He is helpful, honest, and relatable. Overall, great, great experience working with Kelson. From the first day I came into Big Island Toyota just "browsing" for a new vehicle, to the day I drove my brand new 2018 4Runner off the lot. Absolutely amazing person to work with 10/10 I recommend anyone to Kelson! read more

There was a female customer service agent who took my phone call regarding the part that I was waiting on remembered me. The day of my service she acknowledged that she was the one who helped me over the phone. Really felt like I received personal assistance. read more

They say this is a family business. Then why you try to rip off uncle. My over the phone estimate was $379 for brakes, another $200 if I needed rotors. After a $79 inspection fee, they said all 4 brakes and rotors needed replacement. And maybe calipers once they took it apart. Estimate over $1200 plus calipers. Maybe $2000. I knew better. The car only has 50,000 miles on it. I took it to another mechanic. $350. all 4 brakes. Certainly get a second opinion. Or better yet take it some where else. John R. read more

Living on the Big Island, there is only 1 service center who can service a CTS cadillac, De Luz Chevrolet (Big Island Toyota). My cadi just needed to be scanned to check the diagnostic since 2 issues showed through Onstar. Made an appointment for 9:45am. Since we live in Waikoloa it takes a little over an hour to get to the dealership. We arrived a little after 9am and did the paperwork on what needed to be signed. Left the car and made it a day. Had breakfast at Kens pancake house and then went to the mall. Also went to Walmart for items needed for home. Almost 6 hours later we find out the cadi has not been scanned. I saw it parked in the stall. Apparently, other cars came in from the other side of the island and they havent been looked at as well. Why make an appointment if it doesn't get looked at that time? Isn't that the whole purpose of making an appointment so that everything is on schedule? My boyfriend took the day off so I wouldn't have to sit in the waiting area for a few hours. Luckily he came, which means we brought 2 cars and spent more gas! It is now 6 hours later and we're ready to go home. I'm writing this in the parking lot of Big Island Toyota as I look at my cadi still sitting in the parked stall. It is 3:15 and they close at 5pm. Seriously, if it gets scanned they wont be able to fix anything today and we have to drive it back to waikoloa in the condition it is in. The charge for the diagnostic is $97, just to scan it...no work just running it through the computer. We're so disappointed in the service at Big Island Toyota! It was a big waste of our time. read more

Terrible customer service at the service department 3hrs they told us to service our car eventhough we had an appointment - not friendly read more

Our 4-month old Chevy Spark began sounding like the brakes were dragging so we took it to this mandated dealership for repair. One of their staff drove the car with my husband along and agreed that was the problem then made an appointment for repair on the next day. The car was at the repair shop for 9 hours and they reported that they didn't feel or hear the drag but the minute we drove it we could tell nothing had been done. We haven't finished with them yet - but we are really unhappy and have heard of many other unhappy customers. read more

Being the owner of two Toyotas I thought I should get my vehicles serviced here but to my dissatisfaction I just can't return. Made an an advance appointment for oil change and even took half day off. Showed up and I was told no appointment was made. Furious but was able to keep my cool. They said I would have to wait 2hrs. I just rescheduled. Showed up second time and I just sat waiting and waiting. Fed up I just had to leave the place. If you have all the time in the world then go here but for those with jobs and schedules to keep this is NOT the place for you. Love the brand hate the service. read more

Very smooth transaction. The best ever with all of the cars I've bought around the country. The salesman was real low pressure and very honest. Same with the sales manager and finance manager. They never pressured me at all in anyway. A+ read more

Took my Scion for maintenance. Did not mind the 3 hour wait. Shuttle driver will take you anywhere if you want. Customer service 5 stars all the way! I was acknowledge 3 times by workers saying they will be right with me. I wasn't ignored. Most establishments will act like they don't see you. The tall person who washes the cars also acknowledged me and offered to drive my car into the covered port. Because of that I kept my place in line even though it was a short line. Took my vehicle home to make sure all work was done accordingly. So far so good. They also replaced a part that I had no idea was broken. A mere $2.00. So yeah...this place is 5 stars!!! Ty so much! read more

Bought a brand new Tahoe from Chevy and sent it to Toyota for it's service over 6 weeks ago. Got it back with a deep scratch that didn't come out when we sent it to get a detail. Service manager agreed it was their fault and that they would paint it but since then never called back to schedule it. If you HAVE to service there I would highly suggest you check your car thoroughly before and after. Probably best to take a few photos. They obviously do not know how to take care of vehicles. Better yet, don't even bother with them. Their service is not worth the headache. read more

I picked out a new Tacoma truck while off island. I consulted with the Hilo sales staff via email. The sales staff provided all the information i needed, an internet price AND the out the door price WITHOUT ANY HASSLES! They had the truck ready for me at the Kona branch when I got off the plane. Both dealerships were courteous, professional, AND THEY DIDN'T WASTE MY TIME like other dealers. I am an experienced buyer and HIGHLY recommend Big Island Toyota. Mahalo! read more

Reliable, efficient, friendly, treat return customers with 'ohana.

My salesman, Calvin Koga is the BEST. He is very knowledgeable and helpful and he responds to every email, text message, and phone call. He kept me well informed of when my car was coming into port, when it would be ready and he was awesome when it was ready, even sat with me through the voice recognition exercises and showed me how to use everything! He also called me a couple days after to see how I was doing! GREAT customer service! He treats me like I am family and I really appreciate that! read more

Bought a home in Kona in January, 2014. Was referred to Roger Aliga at Big Island Toyota in Hilo. Told him I would be moving to Hawaii from the east coast during the summer of 2014. Sold my home in Philly in April, 2014. Went online at Big Island Toyota's website, picked a car they had in stock, placed a deposit and it was waiting for me the day I arrived in June, 2014. Doesn't get any better than that. read more

One of the best service departments I have had the pleasure of working with. My car is usually finished well before the scheduled time. When a rock got lodged in my wheel assembly last week they waived the charges for the diagnostic assessment. Also free animal crackers in the waiting area! read more

Paulette was very efficient and empathetic. I felt as though she cared in a venue where I have grown to not expect that. She went an extra mile and had my car washed because she thought the service had taken too long, even though I hadn't expected it to take less time. read more

Horrible customer service. Casey answered the phone. She was unable to answer my questions so she transferred me to someone that wasn't there. I called back, to speak to an actual representative KC did the exact same thing she sent me to someone that wasn't there. I called back again and she hung up on me. Horrible customer service, KC should not have a job working with customers. read more

TO THE OWNER OF BIG ISLAND TOYOTA, I would like to take the opportunity to express my deep deep disappointment in this dealership, Once again you have manage to disappoint me for the service I have receive from Big Island Toyota, I took my truck to your dealership for service on 4-21-2011 because the tire pressure and maintains require light did not go off after I put air in the tires. I explain to the service clerk the problem. I will not go into detail for the lame excuse your service clerk gave me for why the light remain on. At that moment I new that I was in for another dog and pony show just like the first visit regarding the serge problem with my truck. the service clerk stated that there MIGHT BE AND I REPEAT MIGHT BE A SERVICE CHARGE FOR RESETTING THE TIRE PRESSURE SENSOR( still under warranty) When I came to pick up my truck the service clerk explain that the spare tire was also connected to the tire pressure sensor and that the spare tire was low and that was the cause for the light to come on. The service clerk said that they filled the spare tire to 32PSI and the light went off. G, I wonder how long that took? LORD AND BEHOLD THE SHOCK ON MY FACE THEN I WAS CHARGED $29.11 cents for putting air in 5 tires. I have been ripped off before but this dealership has taken first prize. The very ideal of charging a customer $29.11 cents to put air in 5 tires is just unbelievable , not to memtion shamful. I just didn't think of putting air in a spare tire that has never been used. I don't think many people do think of that. Good way to make $29.11 cents. I guess I over look that part in the mamual. Had I known to put air in the spare tire I'm sure that the light would have gone off and the tire sensor would have been reset and I would have save myself $29.11 cents. Good News. You will never have to worry aabout me coming back to your dealership again for services or to buy another Toyota vehicle again. I just can't afford the maintains cost. I'm glad I didn't get an oil change. I can't imagine how much you charge for putting 5 quarts of oil in. I would have to take out a loan for that. I hope that some day you end up on an oxygen tank and then you will know how it fells to pay for air. All I can say is good luck on judgment day your going to need it for ripping people off. I do not want you to contact me in any way shape or form. There is nothing you cand say or do to justify the action of this dealership. VERY UNHAPPY X CUSTOMER read more