Business ProfileforServco Toyota Honolulu Service Kaka'ako

Unfortunately, my experience was not a good one at this location. I brought over my 2009 ****** Corolla, that had just had spark plugs and coils changed at a different shop (they recommended getting the engine checked out). Since Motor Imports was close and correlated with Servco ******, I brought it there thinking I was putting my car in good hands. This was not the case. I informed the Service Consultant, *************************** that I had just had all spark plugs and coils replaced and left the invoice with him. I was told I would receive a phone call after the first hour of diagnostics for an update and if they needed more than an hour they would get my authorization first. Instead, I received a call right before closing, ******* had told me they needed me to authorize more time, and that they had already been working on a diagnostic for 3 hours, putting me at $375.00 and replaced a spark plug without notifying me. I did not authorize the extra 2 hours they had worked on my car after that first hour of diagnostic. ******* proceeded to tell me, it was possible that it was a head gasket issue, but they would need more time to make sure and that the technician was older, had been working there a long time and did not want to have to call me every hour for authorization for more time, so they needed at least 3 more hours. Unsure, stressed about not having a working car, and trusting that as a part of BBB and Servco ******, I would be treated well and with honesty and integrity, I left my car with Motor Imports. Five days later, I had not received any updates, I called and was told ******* would contact me shortly, within an hour. He never did. I went in person, because I had left him several messages (texts and voicemails), but there was no answer and no response. This time, ******* came out, and when I asked about my car, he said most people junk it at this point, but then proceeded to say that the technician needed more time, he gave me zero details, or actual updates about my car. Hesitant to junk my car, without knowing fully what tests they had run, or what the diagnosis even was, I told him I would have to get back to him about authorizing more time, as he said I was at $750.00 (Total of 6 hours for Diagnostics). He said he would call me that evening before close, and never did. I called back the next morning, no answer, so I called the main line, where someone sent a message to the manager, ****. **** was able to give me a full update, and what he called a grim diagnosis, and charged me for 3 hours rather than 6. If I had not taken this matter to management, I most likely would have dumped many more hours and money into trying to have them tell me what came up in diagnostics, because when I talked with the manager, he stated they had done everything they could do externally, and would need to send it to a machines shop after they completely took apart my engine, which would cost even more. I appreciated his honesty and willingness to help, but I am still concerned for future clients that *** take their car here, because I feel taken advantage of and like I should get a refund for that 3 hour diagnostic they went on with the 3 hours without asking my permission, then proceeded to not respond to my calls or texts for a whole week. I simply want to get my car situation sorted out, as these are hard times for many, and a car is what I need for work and livelihood. I then took my car to another car shop, *********, where they came up with a diagnostic in 1 hour, and informed me, they ran a test that was able to show them right away that I needed a new engine. ******* at Motor Imports, would have had me pay endless amounts for diagnostic, when they had already reached a conclusion that their next step would be a tear down of my engine, however they were asking me for more time and not giving me any information, and the manager had informed me they had already done everything they could do externally, so why would they need more time at the shop? I do appreciate the way the manager, ****, and ***, the woman I spoke to on the main line, handled everything, but do still want to make others aware, the service at Motor Imports was poor, the last thing someone needs when their car is having issues, is to pay almost a thousand in diagnostics where it is not necessary and to be kept in the dark about what's going on with their car.

At Servco, customer satisfaction is of utmost importance, and we continuously strive to improve our processes to exceed our customers expectations. Following an investigation, we acknowledge that in this situation, we did not. In recognition of that, we discounted ****************** on the repair. We look forward to providing ****************** a better service experience in the future.