Big Island Toyota Kailua-Kona

Went in to buy a new car, my salesman Dana was really nice. Very informative and helpful. The sales manager Grant was also really nice as well. They helped me choose a car I liked and it was very good conversations with them. Good promos for financing too! I recommend car shopping here if you are in the market.

I took my vehicle in for an oil change and specifically booked my appointment for a full synthetic oil change. When speaking to the service agent at the dealership I also mentioned I wanted a full synthetic oil change. After picking up my vehicle I noticed on the paperwork that they had put semi-synthetic oil in my vehicle. I asked the service agent about the oil and she said she would need to double check and that she would need to call me back the following day. She never called me back. I had to call Toyota to ask about it and then said that same agent would need to call me back. She never called. I tried calling back again but the calls just go straight to voicemail. I tried chatting with an agent to get additional details and to understand why nobody was calling me back and to understand why the customer service was so poor, and she just told me to call again. TERRIBLE CUSTOMER SERVICE!!! No trust in what they have actually done to my vehicle and incredibly unreliable.

I’ve never wrote a review because it feels like a Karen thing to do but this place is the apex of horrible service. I’ve had to mark my oil cap to make sure they change the oil, put chalk marks on tires because they didn’t rotate tires, go to lex Brodie’s because wrong weights where put on tires and they clicked against brake calipers while driving, visor won’t stay up... told it was fixed and it falls down 3 mins down the road.

Disappointed. Had a 9:30 AM appointment, arrived 10 minutes early, and told it would take 2 hours. I noticed that they hadn't changed the oil and was told the new schedule was 10,000 miles or one year. My truck was purchased 14 months ago so why didn't they change the oil?

Streamlined services outside since the pandemic started with mask mandates.