Maui Toyota — Attraction in Maui

TL;DR - Do your own research on parts, NAPA carries DENSO (Toyota OEM) radiators for $200 less.

Don’t expect the parts department to answer the phone, or return any calls. They don’t give out part numbers. Insane prices, typical stealership bs. If the prices weren’t so outrageous people wouldn’t be running to online sources.

EDIT 10/18/19

Parts Manager Wil was kind enough to respond to my review below. Please let me clarify that this review is in no way a personal attack on any employees of Maui Toyota.

"There was no indication that you had a problem with pricing or us not providing the part number."

There is no value in me causing an uproar over the price of parts to an employee that has no control over prices. Do I take this to mean that Maui Toyota would have cut me a deal on the part if I expressed my discontent?

On a previous recent visit while making a purchase, I asked for the part number of a specific body trim component and was denied with the explanation: "it's policy.” It takes me 5 minutes to find the correct part number online. I have diagrams for my vehicle at home. It’s helpful to be able to compare the dealership given part number, to what I have found myself. With that being said, while the parts department is under no obligation to provide part numbers, it doesn’t do any favors toward fostering good customer relations.

Every parts site I have ordered from has required a VIN to ensure the correct part fitment, so the reasoning that withholding part numbers to "prevent and avoid any issues from Improper information that may be given or miscommunication between the customer and our counter staff when looking up items” is, unfortunately, a weak excuse. To be fair, I am sure parts department staff has dealt with numerous customers unkind enough to blame them when the wrong part arrives, after the customer themselves failed to do their own research.

Let me set the scene: The radiator in my '04 is trashed. I need a new one, I want OEM, and I need it ASAP. Until I get one, the truck is a lawn ornament. "Do you have one in stock? No? Do you know when you'll get one? No?" I don’t bother asking for the part number because I know what the answer will be: No. Yet, I was still eager to give Maui Toyota my business. The employee that assisted me will attest that I attempted to pay for the part that day to ensure I would receive it. He was nice enough to take down my number to call after getting more information on its future availability. The truck was dead in the water and the call never came. I had to turn to another source.

Not getting a call back turned out to be a blessing in disguise. I incorrectly assumed that no one else on island carried OEM quality parts. I drove over to NAPA, measured the core and purchased a DENSO brand radiator for $170. As you know, DENSO is an Original Equipment Manufacturer for Toyota. I was quoted ~$360 for an OEM radiator by Maui Toyota. I purchased the radiator, had it installed, and amazingly even had beer money left over. That’s parts AND labor for less than the price of a single part. Now I ain’t no financial accountant, but I don’t know what kind of overhead justifies being charged more than DOUBLE for the same OEM quality part. So while the term “stealership” may not be savory to your ears, there is a reason the label exists.

Wil, thank you for taking the time to read and respond to my review. No hard feelings? If you’ll excuse me, I’ll be busy trying to keep Maui batu heads from stealing my...

3 Stars for Caleb Jones and his lack of communication. My vehicle had a recall and I also advised Caleb of the wheel on the front driver's side making a loud noise every time I come to stop or reverse, along with my dashboard lit up like a Christmas tree. Per Caleb it turned out to be an issue with the bearings. I had brought my truck on Friday the day before memorial weekend. So Caleb told me I had two options. First option was to sign a liability waiver. If I decided to take the truck there is a possibility it could lock up when driving. Or I could just leave it with them over the weekend. He also said he needed to order the parts from Oahu to fix the bearing, which would take about three days from the day I brought my truck in. And they would not be providing me with a rental car over the weekend. I said that's fine since its 3 days. I also mentioned to him I would be gone the first week of JUNE and he said "OK THAT'S FINE." So I had to figure out transportation to and from work. I live in central Maui and work in Lahaina. Obviously they're closed on Monday for Memorial Day. So I'd thought give them a grace period and call them on Wednesday to follow-up. I left a message and got no call back. I called back Friday and texted them as well nothing. Despite Caleb said I could call during business hours if I had any questions or concerns. I had to give up my shift and utilized my PTO because I had no transportation to work. Sucks I could've used that PTO for an actual vacation. It took them Friday the 23rd all the way up to JUNE 3 to complete my truck. Caleb then called me about picking up my truck because now they wanted to charge me a holding fee of $50 per day. He also mentioned they had an early day on Friday the 30th that's why they couldn't return my calls or reply to my messages. Absurd! How are you going to charge me $50 per day for a holding fee when they held my truck for well over a week. I reminded Caleb that I told him before that I'd be gone off island for a week prior. And he asked if there was anyone that could pick up my truck. I kindly told him no, I don't have anyone available. So the only nice thing he did was make an exception to hold till I got back which was Monday June 9. Once I picked up my truck I noticed they also unplugged my dash cam. I've spoken to another mechanic and service advisor from another shop and told me they're not suppose to unplug the dash cam. So shame on you Toyota, what are you...

I requested an appointment online and the online form I specifically said the driver side actuator on my 2013 4Runner needed to be replaced. After a couple of days Maui Toyota called me to schedule the appointment and I told them it was the driver side actuator that needs to be replaced. I also said since the vehicle is there if they could also service the transmission.

On the day of the service they said it would take about four hours and that is expected since they are the only Toyota Dealership on the island and they are always slammed. When they called me to tell me the car was ready they said it would cost almost $700.00 to replace the actuator which is kind of what i expected from a dealership. But when I got here they said I owed $155.00 for the diagnostic and I would need to schedule another appointment to replace the door actuator. I asked if they serviced the transmission and they said it was not on the work order.

Basically I paid Maui Toyota $155.00 for them to tell me something I already knew was wrong with the car. I did order the part ($400.00) from them but I will be replacing it myself. I guess the worse thing is that not once was I informed that they would not be fixing the problem and they basically spent a few minutes to diagnose the problem and that's all was done. They got me! Good hustle Maui Toyota!

12/3/2019 Update: A few days later they contacted me and offered to install the part ($400.00) at no charge. It was a good gesture and after it was installed I was going to bump up my review to 3 stars but that good feeling soon faded. Two weeks after they installed the new actuator, the actuator on the opposite side of the car failed. On the original $155.00 diagnostic receipt it says they checked both driver and passenger side actuators. I called Maui Toyota but they were not going to try to make this right and I would basically have to go through the same process again. I would have to pay for another diagnostic then buy another overpriced replacement part. I was not worth arguing with them about it so I ordered a $50.00 replacement part from Ebay and I installed it faster than the Maui Toyota tech did on the other side of our vehicle.

This review is not meant to bash the people who work there. I'm sure they are good hard working people but the policies and procedures provided by the upper management team needs to be changed to ensure customer...