Servco Toyota Windward — Attraction in Oʻahu

Horrible service! I had an appointment for oil and filter service at 2pm. I arrived early at 1:30pm. I asked the service ADVISOR which license plate light was replaced at the Toyota in town a couple months ago and he stated it was the left one, I told him it was burnt out again and needed to be replaced. It was still under warranty so I didn’t expect to be charged for it. I also asked to have my key fob battery replaced and new wiper inserts installed. I signed for the work to be performed but was not ADVISED of the cost nor the time estimate. No expectations set by the ADVISOR. I did mention I had an appointment to get to in Hawaii Kai after my service and let him know I would be waiting. An hour and 45 minutes later I messaged the advisor and asked for an update. He called me 10 mintues later and stated the tech was just replacing the key fob battery and I was not in need of the wiper replacement but they would change them if I wanted. I stated no, I was already late for my appointment. Then 35 minutes later the ADVISOR notified me my vehicle was completed. 2.5 hours for an oil change, license plate bulb and key fob battery. When I was looking over my bill I saw I was charged for the license plate bulb replacement and when I inquired why, I was told that I didn’t ask for a diagnosis. It was a part failure, no diagnosis needed. If the ADVISOR thought I needed a diagnosis, why didn’t he ADVISE one upon write up. Then he informed me that if I wanted it replaced under warranty, I would have to take it back to the Servco Toyota in town where I originally had it replaced. Straight out LIE, it’s a Toyota part warranty, replaceable at any certified Toyota dealership. I did not have time to argue with him, I had to cancel my appointment in Hawaii Kai. I have a 2013 Toyota PriusV, I can take it anywhere but I pay a premium price for premium parts and service, this place FAILED by a long shot. I will be making the drive to the Toyota in town where I have always had excellent service. P.S. they did not replace my reminder sticker, wonder what else they didn’t do, and my tire pressure warning light came on while I was...

Long story short: Servco took 21 days and $600 to not fix my car, Lex ended up fixing it for less than $500 in half a day.

I had just bought a used Prius and it had a clicking noise when turning. Because I bought this sophisticated hybrid vehicle, I figured it would be best to take it to the specialists and pay a little extra. They incorrectly diagnosed what should have been clearly a bad CV joint, and instead recommended replacing some worn dust/grime cover on the steering shaft. It was far fetched for me to see how a dust cover causes clicking noise, but hey, these were the experts. They had to special order the product twice, only to end up going with a third product that apparently was not special order. When all this was said and done, 21 days later they called me to pick up the car. I did, paid $600, drove it off the lot to get gas, and heard the same loud clicking noise when turning in to the gas station. This noise was reliably easy to produce. I went back, expressed my dissatisfaction to the service manager who was very nice and offered to call me in about a week when he got in a loaner, and they'll look at the car again. I had gone the first 21 days borrowing a car, and couldn't do it again. After a month, no call. Instead of calling, I went on Yelp, and saw so many similarly bad reviews I decided to cut my loses. They would have probably charged me over $1000 just for brand new Toyota axles anyways.

Instead I went to Lex, where I used to go before I had a hybrid. All in all it cost me about $470 for labor with remanufactured axles. Dropped it off at 8am, and they had it ready by 1pm.

The lesson here: I had mistaken the people at this dealership for specialists. They didn't diagnose the problem, they didn't fix the problem, they took 21 days to not fix the problem because they couldn't even order the right part twice for the misdiagnosed problem and then overpromised on a botched recovery. You can't really screw up more than that. Don't pay extra for these guys thinking they know their stuff. Yelp reviews sum up systemic problems with customer service. They...

Today is Saturday and I decided to purchase a toyota part for my Truck. When I arrived to the Kaneohe Toyota dealership, no one greeted me when I walked up the stairs even though there were two people sitting at the table (outside). They were watching something on their electronic device, not even a glance, no hello..no acknowledgment. I was immediately disappointed! It gets worse when I stood near the counter inside the dealership and two men looked at me and walked away, not even can I help you. I just wanted to ask a simple question. It was minutes before someone walked out and asked if I needed help.

It's unfortunate that no one wanted to help or greet a 50 year old women. If I had been with my husband perhaps, they would have addressed me since they would immediately see a possible sale??? We actually purchased my Tacoma from them 7 years ago. Please don't forget that many 50 year old women also have purchasing power.

Fortunately, the parts department was the highlight of my day!! MANU, was so quick to help me when he saw me walk towards the counter. Additionally, he walked all the way to my car to get the vin number and was truly interested in helping me. He answered my questions about the elevated rates of wheel theft for Tacoma trucks and how I could help protect my wheels from being stolen (wheel locks). He was so willing to help me.

It's not hard to sell Toyota's because it's a good product. I love Toyotas. The thing that would make the difference of my purchasing a Toyota is the service. I would rather buy a car/truck from Manu in the parts department even though he doesn't sell cars then give my business to someone who may be able to tell me the exact MPG or the fancy features of a Toyota (but is not interested in even a simple "hello" can I help you?)

Manu, if you read this, please keep up the Excellent service!!! You should be sitting at the front of that building because you know how to service...