ComplaintsforServco Pacific Inc.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I reserved a Silverado EV with Servco in January 2022, paying a refundable $100 deposit. I moved off-island and cancelled my reservation in August 2023. I have been unsuccessful in getting Servco to refund the $100, despite repeated attempts and promises of restitution.

  

  Business response

  12/27/2023

  See Servco's response attached. 

  

  Business response

  12/27/2023

  See Servco's response attached. 

  Customer response

  01/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find although some facts were incorrect, that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - I bought a brand new Tacoma from them in 2018 and my wife and I noticed a whistle sound from the Truck immediately after we started driving the truck around. - When I brought my truck in for its first ever service in April of 2019 at the service department next to the dealership, they said nothing was wrong with the truck. - Fast forward 5 years later, my A/C breaks about a month ago and I was researching online about Tacoma A/C problems. According to a third party mechanic, my Evaporator core broke.- In my research I found out that ****** released a service bulletin in ************************************************** the Tacoma. The fix was to replace the evaporator core, which is covered under the warranty. - I brought the truck back to Servco and asked them to replace the evaporator core under warranty, since I first brought the whistle issue up to them in 2019. I showed them my service record where it shows I complained about a whistle. - They made me pay a diagnostic fee first which was $180. they confirmed that the evaporator core was broken and they were able to confirm the whistle. - They refused to cover the repair under the warranty because the truck is now out of warranty. I feel that they should honor the warranty since I brought this whistle issue to them in 2019 right after I bought the vehicle and the truck was under warranty at that time. It appears that since the ****** service bulletin did not come out until 2022, they did not know about this whistle issue, or how to replicate it, or how to fix it when I brought in the truck in 2019. But what is confirmed is that the issue was present and the truck was under warranty. Since they know how to fix it now, they should honor the warranty.

  

  Business response

  09/21/2023

  Servco's response is attached, 

  Best regards,

  Servco Pacific Inc.

  Customer response

  09/21/2023

   
  Complaint: 20546399
  
  I am rejecting this response because:

       Servco is plainly agreeing with the facts that support my assertion that they should fix my evaporator core under warranty yet are refusing to do so; specifically that I brought my truck in for service and complained about the whistle while my vehicle was still under the warranty in April of 2019.  The Service Bulletin recommends replacing the evaporator core to address the whistle issue under warranty, and it states; "Warranty application is limited to occurrence of the specified condition described in this bulletin."  The occurrence was in April of 2019, on our first service of the vehicle.  The fact that you acknowledge this occurrence took place, yet refuse to cover the repair under warranty is a deceptive business practice. 

       In your response to my complaint and your service technician's response to me in my recent 2023 visit, it was mentioned that the service technicians could not replicate and diagnose the whistle on that service visit in April of 2019.  The implication here is that since your technicians could not replicate or diagnose the whistle, then the whistle occurrence never happened in April of 2019.  Is that your contention?  Are you saying that I was lying or mistaken about the whistle issue in April of 2019?  If that is your contention, I would like you to plainly state that.  The fact that my wife and I noticed the whistle right after we bought it and reported to your service department (and our sales rep by the way) should be evidence enough that the occurrence dated back to April of 2019.  However, the evaporator core failing pre-maturely within 5 years of life and your technician successfully replicating and diagnosing the whistle on my recent **************************************************************************************************************** April of 2019.  So, what is evident from an independent observer is that the whistle occurrence happened as early as April 2019 and your technicians simply failed to properly diagnose and fix it under warranty at that time (for whatever reason.)  

       It is plainly evident, in retrospect, that Servco was obligated and failed to cover this repair under warranty in April of 2019 upon the issue's first occurrence possibly due to incompetence.  Instead of making things right and covering the repair at this time, they are failing their obligation again, this time by choice with deceptive business practices.  I might understand if the service technician made that choice alone.  What is harder to understand is how the Service Manager and now the *** & General Manager of the company would make that choice.  Perhaps, covering the repair under warranty in a retroactive manner is simply out of Servco's control, regardless of the facts.  If that is the case, I would like them to plainly state that and commit to covering the cost of the repair in some other manner other than under warranty.

  
  Sincerely,
  
  *********************

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Failure to send/ship vehicle (#2) expeditiously as promised per ***'s initial agreement email dated 3/9/2023 Per YB Kaua'i agent on 3/21/2023, vehicles (#s 1 & 2) sent as "volume sales" meaning they are discounted shipments sent by dealers on a 'by availability basis,' not with a guaranteed shipping date **** emailed me a booking receipt with a "Sail Date: 3/20/2023" highlighted indicating to me and any reasonable person that the actual sail date would, in fact, be March 20, 2023 Servco Lexus had the option of upgrading shipping method for more timely delivery yet chose to forgo this option out of cheap business practices Failure to pay in advance for shipment of vehicles ************ vehicle #1, it was never previously discussed or disclosed to me that I would be responsible for "COD payment" to YB; nonetheless, I paid over $650 for the delivery of the first vehicle For vehicle #2 which still has not been received, YB Kaua'i agent says it was shipped using the same method: COD, meaning I am expected to pay the full price of shipment upon picking up the vehicle This is completely contrary to ***'s emailed agreement to me dated 3/9/23 in which it is clearly stated that: "We will pay for shipping the ** back from Kaua'i as well as the one we're shipping to you"Failure to reimburse for gas bill (over $90.00) for vehicle #1 despite having provided gas receipt to **** directly via text and asking if he wanted the actual receipt mailed.Failure to properly and fully inspect vehicle #1 prior to shipment to Kaua'i, thereby displaying questionable quality control measures and resulting in vehicle breakdown 12 hours after receipt Failure to disclose that Lexus technicians are dispatched to Kaua'i only once per month and ****** Kaua'i is only able to diagnose, but not repair, Lexus vehicles Failure to uphold ****************** as plainly outlined in ***'s own words per email agreement dated 3/9/2023

  

  Business response

  03/31/2023

  Please see Servco's response attached.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a 2022 ****** Tundra from *****************. Service is the ****** "manufacturer" for ******. I have had nothing but problems with this vehicle it is a lemon. I have had to return to the dealership for an attempt to remedy the rattling sound coming from the bed of the truck. After 3 attempts the rattling noise is still present. It may be a serious issue, Servo had one of its techs in **** ride my vehicle and confirmed the problem. I have also had to replace the screen in the truck due to a defect in the screen. After the dealer installed the screen I am unable to log into my account via the screen rendering my account preferences useless now due to a defective screen unit. I have contacted service about these problems after 2 months of runaround they offered no solution. I have since filed a complaint with the ****** **** to file a lemon law complaint. Service knows about the problem this $85,000 truck has and will not refund my money or replace the truck with one that is fully operational.

  

  Business response

  02/22/2023

  Servco's response is attached.

  Customer response

  02/24/2023

   
  Complaint: 18937043
  
  I am rejecting this response because: Per ****** Lemon Law 

  
  

  1. This vehicle has it has a nonconformity (a defect, malfunction, or condition) which was not repaired within 3 attempts.

  2. The nonconformity SUBSTANTIALLY impairs the use, market value, or safety of the car.

  3. The nonconformity is not the result of an accident, abuse, neglect, or alteration of the car by persons other than the manufacturer or its authorized dealer.

  4. I tried to get the nonconformity repaired by the manufacturer's authorized dealer during the Lemon Law Rights Period.

  5. I gave the manufacturer or its authorized dealer a reasonable opportunity to repair the nonconformity during the Lemon Law Rights Period

  
  

  The dealer and Servcos own tech noted the noise. The noise is not coming from the tailgate as indicated by servo customer **********************. I have given servco ample opportunity to correct this situation which they will not do. I paid top dollar for a vehicle I expect it to not knock and rattle like a vehicle with ******* miles on it! Furthermore servco and the dealer cannot confirm this problem may be hazardous!
  

  
  Sincerely,
  
  Mariner Revell

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They deny any warranty claims that are filed. Due to damage, well a warranty is designed for damage. They refuse to explain why and go into details.

  

  Business response

  09/28/2022

  We are unable to locate any vehicle connected to the customer in our system. Without the Vehicle Identification Number, we are unable to thoroughly search customer records. Please provide this information.

   

  Sincerely,

  Servco Pacific Inc.

• Initial Complaint

  09/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This is a complaint about their service called Hui Car Share. I tried to reserve a car but the car was missing when I went to pick it up. I was unable to reach anyone at Hui customer support for over 30 minutes, and when I did they told me to just cancel my reservation. I did that and was charged in full for the reservation. I again called Hui customer support and was put on hold again. When I finally reached someone they said they would issue me a "refund" in 5-10 business days. I did get my refund, although my account on the app still states that I am being billed $55 for my reservation that they were unable to fulfill. So now the issue is I'm trying to deactivate my account with Hui but I can only deactivate it by calling Hui customer support. I am totally unable to get through to Hui customer support. (808) 400-4068 I have made multiple attempts to call to cancel my account but I am unable to get past being on hold. I have remained on hold for 30 minutes at time.

  

  Business response

  09/13/2021

  Good afternoon,

   

  Please see attached letter in response to case ID ********.

   

  Respectfully,

  Servco Pacific Inc. dba Hui Car Share

  Customer response

  09/15/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ****** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩