Servco Toyota Service Pūkōloa (Honolulu) — Attraction in Honolulu

UPDATED 15 Mar 2020. I had previously given a poor review of the service center, but based on the corrective actions they made to ensure I was a satisfied customer I am changing my review from 1 to 5 stars. They went above and beyond to correct the problem, but most importantly took ownership for obvious issues. Although it would have been better to have it done right the first time, I had never had issues with them over 3 years until that point. I would recommend their service center to my family and friends. If I was staying on island I would go to Servco first to purchase a new vehicle.

I am a Toyota loyalist. My car is a Scion FR-S RS 1.0. It is badged as number 473 of 1500 made. (Photo 1) I have tolerated long waits for car service with Servco for the past three years because I could always rely on quality. That is over after my last experience. After returning from a six month military deployment I brought my car in for service and multi-point inspection to make sure all was well. I stated that despite filling the tires the low pressure light kept coming on, and suspected a slow leak. I told the service representative that if I needed no tires it was no issue, just call and I'll authorize it. After service I was told all that was needed was an air filter replacement. (Photo 2) For a month more the tire continued to leak, and the wipers obviously needed to be replaced. I reached out to the service representative who told me to contact him with issues, and never heard anything back. (Photo 3) Finally I called and scheduled an appointment and was setup with a different representative at the Kakaako location closer to home. They confirmed what I already knew, and replaced four tires and the wiper blades. They discounted me $150 for service. (Photo 4) When I came to pick up the vehicle the alloy rims were covered in dirt and grime. I couldn't believe they wouldn't even wipe them with a rag. Upon further inspection I noticed scratches on the rims and complained to the service representative. He told me I could take it to another place out in Waipahu to get an estimate and they MIGHT cover it. He insisted that his staff could not have scratched it, and were so meticulous they would report if anything was damaged. This is untrue because they lost one of the custom valve caps and replaced it with a piece of plastic. (Photos 5 & 6) It's no longer about money. Now it's about time and an understanding of what a car like this means to a customer. I will not take my valuable time to get an estimate to fix a mistake their shop made. They also will not be making Scion anymore. So those custom valve caps are now irreplaceable. I've already looked online. Do not go to Servco if you actually...

What actions are you taking? You guys are scamming people out of money, are you firing people? retraining them, or scolding them cause they got caught? What actions? Trust with the community is a fragile thing to play with, i hope people read this and go elsewhere, cause you can say you're trying to improve but you can go back years and you guys are doing the same thing.

TLDR: Don't go here, unless you want to get scammed.

Update, still nothing, seeing other reviews complaining about the same lies and scams, Keep up the "good" "quality" work toyota...you're still a joke, Don't worry to whomever reads this, Toyota and the owner won't reply, too cowardly and they would have to own up to their constant lies and scams. Update this in a few months when i've heard nothing from them.

Update. No update, Toyota doesn't want to reply at all, has replied to another review two weeks ago but not to this one......I wonder why? Basically proving my point for me Toyota, you guys are still a joke.

Horrible communications, Horrible customer service, Tried ripping me off for 600 bucks for a part i didn't need??? Alapai said he would call me back but left early for the day, The new guy Richard ended up calling me, after i left a complaint and voiced how upset i was with the service, he didn't know what was going on and only made things worse. There was a point during the call where i said something to the fact of "Probably best if you didn't call at all" which he agreed too.

Took 3 days to figure out what was causing my check engine light and it was a guess at best. When i picked up my car Alapai was still out and i had to get the car myself, guess no one wanted to see me and apologize to my face about all the issues i was having. Pretty sure when they reply to this review they'll give me some fake apology with a promise of doing better? What a Joke, not bringing my car...

This servco waisted our time and lied to us! My wife recently took our car to this location for a 90 minute express oil change. Upon arrival she was told the oil change would take two and a half hours. Keep in mind when booking the express appointment they require that you wait at the dealership for your car to finish. Two and a half hours pass and my wife is informed by Toyota that the oil change will take another hour to two and a half hours, without any explanation as to why. I’ve changed my oil many times on my own and it has never taken me 5 hours to change. Based on this I can only assume their mechanics are amateur at best, or horrible at time management.

After three total hours of waiting Toyota told my wife it would be another 2 hours because our air filter was “very dirty”. They preceded to send her a photo of a very dirty air filter. She rejected this maintenance because we could do it ourselves for way cheaper. I also don’t understand why changing an air filter adds two additional hours to service time.

This weekend I was changing our air filter as recommended by Toyota and I realized the photo of the air filter that Toyota sent to my wife wasn’t even the filter that I took out of my car. The colors were completely different. I’ve attached the photo Toyota sent to my wife along with the photo I took of my air filter as I was changing it. I can understand the fact that the service center can get busy and take a while to get my car back. However, it is unacceptable to blatantly lie and try and take advantage of a customer in the way that they did to my wife. Not only was her time not respected in the slightest but they sent a photo trying to get more service out of her. We will not be recommending this place to others and they certainly lost a...