Hilo Mazda Subaru Hyundai / Big Island Motors

  • 1.6 of 5 stars
1 reviews

1 Keaa St, Hilo, HI 96720, us

(808) 961-4411


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They are always honest
They are competent
Their repair price is reasonable
They complete the work in a timely manner
They respond well when they screw something up
They take the time to explain the problems and necessary repairs
They treat male and female customers in the same manner
They are always honest
I would use this mechanic again
I would recommend this mechanic to others
They fix the problem the first time
The shop is located in a safe neighborhood
The hours of operation are convenient for customers
They are near public transportation (or provide loaners, shuttle bus, rides as needed)
Oct 26, 2012
  • WaldoP
The only possible reason to have work done at Hilo Mazda Subaru is if the work is under warranty and must be performed by the dealer, or if the problem involves something truly unique to one of the brands the dealership sells. Do not expect to see, let alone speak to, the mechanic who will work on your car. I can understand that the best use of a mechanic's time often is to be working under the hood of the car rather than speaking to the customer. However, customers are required to deal with a clerk who seems to have absolutely no mechanical knowledge. She probably can write up a work order for an oil change, but when the problem requires diagnosing symptoms which the customer has observed, the system fails. The clerk does not know what questions to ask to identify the problem; she can copy down what the customer reports (as long as the customer repeats it several times because she will not get it right the first or second time). A good mechanic would ask followup questions to draw out the customer regarding the problem, but that will not happen here. I have seen shops efficiently use a shop manager to handle all contact with customers, and that can work well when the shop manager is a skilled and experienced mechanic. The use of an untrained clerk is simply a way to avoid the expense of having a skilled person in that role. It may save money for the dealership, but really makes it difficult to get a repair done correctly the first time. One would expect a benefit of having repairs done by the dealership would be that basic parts are in stock. Not so. You can count on a delay of a week or more while they ship in whatever parts are required. The local Napa parts store has a better stock of parts for Mazdas and Subarus than does the dealer. I can understand the desire to avoid having money tied up in parts inventory, but the lack of basic parts means that one's car will be in the shop longer than it would be if an independent mechanic was doing the job, and getting parts from Napa. The one time I had work done there, the job was only partially completed because the mechanic failed to recognize that he had not fixed the problem. He replaced one part (or at least that was the claim although I was not offered the old part) but the problem quickly resurfaced. Based on the advice of another mechanic I replaced a different part which now seems to have cured the problem. I have no way of knowing if there actually was anything wrong with the part I was charged to have replaced.

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