Servco Lexus Honolulu — Attraction in Honolulu

Beware of Lexus Honolulu Service Team. No follow up and recommend ridiculous and unnecessary repairs. Seem more interested in you buying a new car vs. keeping yours in good condition.

I stopped taking my older Lexus car to them because it seemed like they wanted it to break so I would buy a new one. I've owned it for 8 years with no major issues until I would take it in for regular service...then some random thing that cost a lot of money would happen. I told them I'm going to drive it until it has 300k, but I guess they were still hopeful I wouldn't?

I just purchased a new (to me) Lexus. Went to them before they bought it and got it checked out because it had been serviced there by the single owner for its whole life. No issues, they said it was a great car, full records and they don't see it except for regular service. It has been a great car, but air suspension went out and cost a lot to fix... fine, it happens and hard to know ahead of time (I convinced myself). Now dash lights come on intermittently and they bring up codes - with codes they said it could be a couple things, would take $4,500 to repair and its not worth repair - "I should just get a new car" (that was what came out of the service guys mouth, no joke). The work they are wanting to do would cost $1,500 at any other shop... But they're not even sure that would fix the problem. The worst part is that I literally bought it a year ago - it is my NEW car! They know this, why would they tell me to get rid of it instead of helping me fix it. It's so frustrating! It's like if it's older than 5 years or out of their warranty period they just expect you to trade in and get a new car from them? Why even have a service dept.? I feel like they have no interest in taking care of me or my car - back panel piece and door body panel are loose, and they won’t get new clips to fix them, they said they could order a whole new piece, but wouldn’t give me a price to do that. Said they could double stick tape it on… I said that would be fine for now so it wouldn’t fall off. Stupid thing for a dealer service dept. to say, but they didn’t even do that.

On top of all of this there is a recall due on my car. They scheduled the recall appointment with me, dropped car off in the morning, and halfway through the day they called me to pick up the car. Nothing was done!! See picture of text, not joking. they needed to order the parts from factory might take 3-5 days or more (why wasn't this known and done before my appt?) I asked them to let me know when they're in over a month goes by with no communication text back after a month to see where it’s at... no...

They really need to work on getting their drop off vehicle area fixed. Once it backs up, the line backs all the way out into the road and causes traffic. I would think that if they are aware the cars are starting to wait into the alley, that they would start moving the other vehicles forward. There is also construction going on right now on the road that is limiting space and our ability to turn into their drop off area.

When you make an appointment and actually stay to wait for your vehicle, you have a better chance of getting in and out in an hour or so. If you choose to have them shuttle you somewhere, even with an appointment, it will take them 3 - 4 hours to finish your vehicle. When you choose to drop off your vehicle, even if your appointment is at 8 a.m. you won’t be done until 4 p.m. I’ve experienced all 3 of these and it takes so long when you leave your vehicle and leave the premises.

I understand that they are so backed up, but I would wonder if this issue is not resolved during scheduling? I am so reluctant to bring my vehicle in, every time it takes forever to wait for it and I’m not receiving updates on the status of my vehicle when it passes the 1 - 2 hour mark.

I brought my vehicle back in within a day for the same issue. They weren’t able to find anything wrong with it the first time around. But the issue still arose the next day so I had to drive all the way back down to this location. They finally found what was wrong with it the second time around. I was right when I informed them the day before that I thought it was a leak. They told me they didn’t find anything wrong with it the day before. Come to find out they didn’t even take the tire off the wheel to ensure that there was in fact no leak. So now, I’ve wasted an entire 2 days to bring my vehicle in. If it was done correctly the first time around, I wouldn’t have had to take time off again to come back down here to have them re-check.

I wish they had a second location that was in the Kapolei area for others who live all the way on that side of the island. Maybe it wouldn’t be a half day or all day affair to bring in my vehicle. I wouldn’t mind the drive either, except I live on the opposite end of the island from this location.

Their customer service members are really nice. Their facilities and...

I recently had the pleasure of purchasing a used car at Servco Lexus, and the experience, guided by Ethan, was absolutely incredible. Though I can't speak for the new car department—though I've heard good things from friends—the used car department exceeded my expectations in every way. (I bought a Certified Used 2021 Mazda).

Ethan's deep knowledge of various models and keen understanding of my preferences streamlined the entire process. Even though I was trading in an older Lexus, not buying a new one, Ethan treated me with the utmost professionalism and attention to detail. He attentively listened to my needs, efficiently narrowed down my options, and provided comprehensive explanations that enabled me to make an informed decision.

One of the standout features of this experience was the speed and efficiency. I have plenty of experience buying cars, but never have I had the keys in my hand in just 1.5 hours. This was a refreshing change from a tedious 6-hour session at a Mercedes dealership in Maryland, where I was frequently put on hold for lengthy consultations with the manager. Even compared to Windward Honda it was faster than the 3 hour session... Ethan and the team at Servco Lexus eliminated all unnecessary delays and haggling from the process. Yes or no answer on negotiations came out quick and firm.

Additionally, the car was washed and detailed to the point that it looked and smelled like a new vehicle. Ethan was particularly accommodating with our trade-in, ensuring a fair and hassle-free valuation. What's more, Ethan did not oversell or push for additional packages. He remained focused on what mattered most for the purchase of the vehicle, without distracting me into extras that I didn't need.

In summary, Ethan's exceptional customer service and efficiency turned what could have been a stressful ordeal into a highly satisfying venture. He is very responsive as well and is punctual. If you're in the market for a used car, I highly recommend Ethan as your go to person; he will undoubtedly help you out all the way...