Servco Toyota Kona — Local services in Hawaii

UPDATED REVIEW BELOW: After a rough experience calling into Toyota Kona to schedule an oil change, I’m glad I was met with Trystah and Aric during check in. They flipped the entire experience 180° and saved this review from being a one star. They are the heart of Toyota Kona and deserve the recognition as such. They have superb customer service and never fail to put a smile on my face as well as the other customers. They always go above and beyond which ensures the customer is not only satisfied but will absolutely return each time. If Trystah and Aric are part of your service experience, no need to fret, they will have everything under control from start to finish and keep you updated the entire time. Thank you for saving the day time and time again Trystah and Aric. I can’t thank you enough.

UPDATED REVIEW 12/2 I unfortunately feel the need to leave an updated review as the service I experienced after the original review was drastically different. I have come to the conclusion that I will be taking my cars elsewhere for basic maintenance as the SERVICE IS HORRENDOUS. I scheduled my service as the first appointment in the morning to ensure I would make it to my back to back appointments afterward. When reserving the appointment I specifically asked what I could do to ensure I would have a brief appointment and this is what was guaranteed to get me in and out. After driving 1.5 hours to make my 6:40am appointment and waiting an hour and 45 minutes in the waiting area, I noticed that two people that came in after me were already long gone with their cars. I went outside to check the status of mine and he said that it was almost done. I looked into the bay and seen that my car hadn’t even gone up on the lift yet or had been touched. Because of the delay and lack of what I’d think would be common sense (first in, first out mentality) , I was late to the rest of my appointments for the day and had to pay cancellation fees while also not getting the service done. (Shoutout to Midas down the road for taking a walk in and getting it done in less than an hour).

THEN I have to take my second truck in because the stock Tacoma dash screen went black. I needed them to run a diagnostic on why it completely broke without cause and it’s the same problem again. I wait an hour in a half for the truck to be done (oil change and diagnostic check), go outside to check and the truck hasn’t been touched. The employees are standing around conversating like there wasn’t MULTIPLE cars needing to be completed. I ask one person if it’s a busy day she says no pretty chill, while another person tells me it’s taking so long because it’s a super busy day with a full schedule. Moral of this long story, GO ELSEWHERE AT ALL COST. Spend the extra $20 down the road and get fast and reliable service. Go to a place that doesn’t lie just to rip you off and make more money. I am a loyal Toyota customer but now will rethink future purchases off of these few experiences because if they can’t even service their own branded vehicles how can...

Terrible experience with a salesman at this dealership. I inquired online about purchasing a vehicle and was contacted by a salesman named Robert. During our communications we agreed that a 2025 Corolla SE in windchill pearl was available but hasn't landed yet. I agreed to put a down payment on it to hold it but he said it was not necessary. He told me he would lock it up for me when it arrives and that was that. 4 hours later he contacted me and told me unfortunately that car has landed but it is in Hilo and would need to be transferred to Kona which I had no problem with, he sent me the sales order with the description of the car and the VIN# 1 hour later he contacted me and told me, that particular vehicle was sold ( ???) but he talked to his manager and there was another one landing approximately a week later that was the EXACT SAME MODEL, same trim level, SAME COLOR and would be delivered to Kona and if I wanted it he could lock that one up for me. I said yes. At that point he sent me another sales order with the Same model, same trim level SAME COLOR but different VIN#. I waited for one week like he said a Week later he contacted me and said the car is at the lot and it just needs to be detailed and I can come in to do the paperwork and pick it up. I explained to him that I would be paying cash and if he could give me an out the door price I could have the right amount of funds available which he provided. When I got the quote it was noticeably different than the estimation online that I had seen so I asked him if he could send me pictures of the car. Mind you I had already pulled the funds AND acquired insurance on the car that he provided me with the VIN# for. When he sent me the pictures I knew immediately that it wasn't the color we agreed on so because there was a lot of inconsistencies in our interactions leading up to this day I simply messaged him to please have his manager call me. He immediately called me so I informed him that the car he has "locked up for me" is ice cap not windchill pearl so it's a completely different car than what we agreed on. He told me after a very sarcastic apology that this is all that's available and if I don't want to buy it I don't need to and hung up on me! His manager I believe his name was Rick contacted me about an hour later and listened to this ridiculous story which I have proof of dates, times messages and emails and told me he would deal with it. He was very professional and offered to find what I was looking for which in the end did not work out. i have nothing against Servco as I've bought numerous vehicles from the business but this is a HORRIBLE representation of their company and the service...

Posted by my Husband for us: My wife and I had our 2013 Toyota Prius Hybrid Battery go bad on 2/06 and fortunately we were inside the warranty. We brought the Prius to the Big Island Toyota Kona dealership. They replaced the battery (although it took almost 2 weeks as shipping was rough) and told us to pick up the car (2/17). We came the following day as we live in Oceanview and it was already afternoon. When we arrived (2/18) and Anthony (Toyota Service Department) brought out the Pirus from the back of the service lot, we saw it was covered it a rust colored substance that didn't appear to wipe off. Anthony said they would clean it and call us back in an hour when it was done. After a little over and hour Anthony brought out the car and said, "There all fixed and nice and shiny, we clay bared it." Upon closer inspection it still had the rust colored spots all over. We told him it was not like this when we brought it in and they needed to take care of it. He took the car back to the rear of the lot and we left. We got a call from Kris (Toyota Manager) that basically said they were not going to fix it and to come get the car. We were forced to make a Geico Comprehensive claim which when made discovered that Big Island of Toyota had Totaled our car doing over $19,000 in damage to the paint and plastic parts alone. Best guess on the type of damage was running a grinder with sparks showering down on the car embedding molten metal into the paint of the entire car. Not one panel was spared! Jackie De Luz (Owner of Big Island Toyota Kona and Hilo) would only leave us a voice mail telling us to "Come pick up the car as they don't store cars after they are fixed." Ironically she left this message 5 hours after we had already picked up the car to take to our Geico Claims Adjuster.

Long story short.... if your car was in Big Island Toyota of Kona between February 6th and February 18th LOOK CLOSE at your car it may have rust spots with pitting damage. Toyota tried to cover up the damage like nothing happened! It would take a keen eye with attention to detail to notice if you weren't looking for it. Big Island Toyota of Kona Totaled our car and will not do anything about it!

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