Servco Toyota Honolulu — Attraction in Honolulu

My husband and I would not recommend coming here, especially the pre-owned car sales department. It was extremely shady and seemed extremely desperate to make a sale. I found a red Honda Odyssey and my husband set up a test drive with Michael Menez. Mike pulled the van up and we looked at it for about 15 minutes before getting inside. We noticed right away the A/C was not working. It was blowing straight hot air. While we were driving the van, we brought this up to Michael multiple times. He denied there was anything wrong with the A/C and even claimed that it was cooling down even though all of us were profusely sweating. He then started telling us about another Odyssey that was available. He was very persistent that we should take a look at it while we were there. When we walked up to the other Odyssey, my husband and I immediately noticed a giant dent in the trunk. It looked like the previous owners had backed in to a pole. When Mike returned with the keys, we took it for a drive around the parking lot. Something was seriously wrong with this car as it felt like someone was pushing on the brake constantly, like the car could not shift correctly. When I asked my husband if he noticed it, Mike immediately tried to change the subject. This happened several times during our test drive. We told Mike we were not interested in this Odyssey due to the issues it had while driving and that the red Odyssey we were originally interested in had A/C that did not work. Mike told us that he could have the A/C repaired and that we could put a refundable $500 deposit down on the van to ensure it wouldn't be sold to anyone else. He said once the A/C was fixed, we could come test drive it again and make a final decision. My husband and I decided to give it a shot. We told him we would be trading in our SUV and would like to get it appraised. We knew our SUV was worth about $10,000-$12,000. After looking over our SUV, they told us they would only give us $4,750 for it due to our A/C not being cold enough (which we found ridiculous considering he tried selling us a minivan with completely broken A/C and our SUV had great A/C), a broken trunk button, and two of our tires being bad. When my husband called for an update on the A/C, Mike refused to tell us what was wrong with it and said it would be a few more days. He also said that the most they would give us for our SUV would be $5,000. My husband and I ended up backing out of purchasing the van and went somewhere else where we got a great deal on an Odyssey and our SUV was given a much greater trade in value. We felt that this dealership tried to hide major issues with their vehicles just to make a sale. They also do not value trade ins to their true value so they can make as much money as possible. We also went their on a weekend and the office was completely empty; we were the only customers and we were there for hours. Not a good sign they are trustworthy. These two minivans are still for sale on their site and these issues are not mentioned. I would recommend everyone to stay away from here so you don't end up purchasing a vehicle that has major issues they tried to...

We could've saved $500+ in shipping costs by purchasing our truck via Maui Toyota (the only non-Servco Toyota dealership in Hawaii) but their inventory is pathetic! And who has the time or patience to wait three months for a special-order vehicle?

EXPERIENCE: I jumped online on Thursday 4/22/21 and made an inquiry on an in-stock 2021 Tacoma Limited with the new-for-2021 Nightshade package. In no time after selecting the submit button, I get a text response from Shane Yuen introducing himself. That name sure rang a bell as I remember inquiring with this same dealership years ago but for some reason the deal didn't go through. Now I know why. I sent a reply text back asking what the next step is. Shane then texts from a different number saying "Next step would setup appointment to go over trade appraisal, options and details. What day and time would you be available?" I replied back "I'm on Maui. Any day or time." Come the next day Friday 4/23/21, no response. I then sent him a screenshot of a 2021 Venza Limited that we also wanted to purchase in addition to the Tacoma and asked him to look into it. Come afternoon time still no response. I text again asking "Are you working today?" Nothing. I then call the dealership and ask for Shane. Gal that answered the phone said he was busy with a sale. I leave my name and number for a call back. Nothing. Was it because I'm on Maui? Was it because I had a trade-in? Was it because he has enough business? I'll never know.

New day, new plan. Saturday 4/24/21, I call the dealership and simply state "I'm from Maui and want to purchase a vehicle. Can someone help me?" Gal who answered said everyone is busy but someone will call back. In about 20 minutes or so, Casey Ono calls. Talk about a night and day difference. Texts, emails and phone calls were all answered promptly. That's the way you do business! He got the ball rolling, took control of the sale, added on accessories and even sent pictures of the truck. Paperwork was mailed to us and a few weeks later our new truck was sailing from Honolulu Harbor to Kahului Harbor via Young Brothers. Jadie in the finance office also was great to work with even it was digitally.

DELIVERY: I wasn't very happy the truck wasn't shipped on an enclosed barge as it was covered in salt spray. And I know due to shipping rules that the gas tank can't be more than 1/4 full so we received a new truck with an almost empty tank. Maybe a gas card would suffice?

TIP: For my fellow Mauians who will probably be purchasing their Toyotas via Oahu due to our dealership's "problem", just know that the car sale documents will need notarizing.

OVERALL: I sent a final text to Shane Yuen on Friday 5/21/21 stating "You lost out on a sale!" Still no reply! Not surprised, SMH.

Ask for Casey Ono to assist with your car sale. I'm definitely recommending him via coconut wireless as a few friends/family/co-workers are looking into new vehicles. While we decided to forego the 2021 Venza Limited, a 2021 RAV4 Prime XSE with Premium Package is being looked into by none other than Casey! He did NOT lose...

Update one month later: servco responded to this review saying they would bring it to a manager and follow up. I decided to give them 30 days and there has been NO follow up at all. They’ve done nothing but keep our car and claim more and more repairs need to be done on our dime to get it back to where it was when my husband brought it in. We have now been a month without our car that worked perfectly fine before brining it in to sell. Now they’re claiming it needs over $1500 in repairs after their own employee ruined it on a test drive. Save yourself the hassle and never go to this place. They have the Toyota monopoly on the islands and think they can get away with all this shady stuff.

Do NOT trust this place- they will scam you! My husband bought a perfectly good Toyota Corolla from a different dealer at the beginning of the year and it has been working absolutely fine. After a few months, my husband decided he wanted something a little different so he got a new car and listed the Corolla for sale. Somebody from Servco immediately responded to the marketplace ad, offering over $1k less than asking price if the car checked out. My husband was willing to meet and negotiate with Servco so he drove the car to Servco Mapunapuna with no issue. There were no dash lights on and the car ran perfectly fine to Servco (as it had the entire time he’s owned it). Somebody on staff took it for a test drive, came back, and the workers said there were too many problems so the wanted to deduct another $2k from their offer. There were NO issues with his car before my husband showed up to Servco and allowed one of their employees to test drive and “check out” the vehicle without him present. He was not okay with their claims of problems and low offer so he decided to leave. The car could hardly make it a few blocks. Dash lights were on, the car couldn’t go past 30mph, and there were funny noises that had never been there before. My husband drove right back to Servco and they tried to claim it wasn’t their fault. They referred us to the Service Dept, at our expense! This is a total scam that we were aware of but didn’t think a dealership would be bold enough to try. My husband ended up having to call the police, make a police report, and call our car insurance as he was now out of a vehicle. Now we are stuck with a broken vehicle and potentially need to go to court because this place scammed us. Learn from this and avoid Servco like the plague. Sleazy, dishonest...