Complaints

This profile includes complaints for Big Island Toyota, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Big Island Toyota, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Big Island Toyota, Inc.

  811 Kanoelehua Ave Hilo, HI 96720-5114

• 

  Big Island Toyota, Inc.

  74-5504 Kaiwi St Kailua Kona, HI 96740-1609

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had my truck into their service **** for transmission problems for the past 4 years. ** finally approved replacement, but now the dealership service **** will not answer their hone or return any messages I have left over the past 4 months. Filed a complaint with ** and the dealership won't even return their calls. I just want to get my transmission replaced.

  Business Response

  Date: 04/18/2025

  The repair is not covered by **; he has an extended service contract which requires additional work and documentation to approve the claim.

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23157985
  
  I am rejecting this response because: I am aware this has taken so long that the *** warranty has expired and now waiting on the extended warranty. But to take over 4 months to call me back, I have been fighting this issue since before the mfg warranty expired.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 04/28/2025

  We are working directly with the customer to resolve this issue.  Either fix it through a special warranty through ** or extended warranty.

  Customer Answer

  Date: 05/05/2025

   

  I did respond to the request and stated I rejected it.  Since then, I contacted the president of ***** and they now have offered to buy my truck from me ay market price.  So I am satisfied now.

   

  Thank you for the help of the BBB.

   

  Aloha and Mahalo,

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First I tried to call the general manager for 3 weeks and he refused to call or speak with me. Then I posted a review and he still did not call. So now I am asking the BBB help.Our Prius had a "hybrid warning pop up". We had it towed to Toyota since it was a hybrid malfunction code. Toyota ran a scan for $362 and stated that the car was "basically totaled". They said that it was the engine harness and that it would cost $10k to replace and that the car was only worth that. They then put it on the record and said that we would also not be able to trade it in at all. So, we said that we would just have it towed back home and figure it out. Then they sent the WRONG car to our house! so we had to wait to have our car sent to us. We then had a mobile mechanic come to our house and he refused to take more than $150 dollars to fix since it was one wire only that needed to be fixed and it took under an hour! Toyota completely lied and now on the cars record it is falsely in the system and they charged us for a false diagnosis on the car sine they did not obviously even look under the hood. Something needs to happen with them for putting a major false code on our car. We have been driving it for almost two months now and have had no issues with it since the one wire was fixed.

  Business Response

  Date: 08/30/2024

  We spoke to customer and told her it was not a misdiagnosis but as a factory authorized dealer we are not able to complete a repair like she had her mechanic do it; we are required to follow Toyota guidelines.

  However we agreed to reimburse the amount she paid due to the fact that this had not been communicated to her at time of repair and return of vehicle.

  Thank you,
  

  ****** De *****************

• Initial Complaint

  Date:08/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Every experience has been riddled with some type of business incompetence. As an MBA who got a 4.0 I feel as if I have a certain authority on proper business practice. This time (8-17-24) I waited for four months and spent way too much on two parts that, combined weighed less than five pounds, I ordered the matching part so that I can ensure no more water damage to the electronics on my Tundra. Amazon.com can get items like this here faster and cheaper. Last time I was there (four months ago) I told them that every time it rains my sonar acts up. They checked it out and said it was just unplugged. They plugged it in and did not charge me. I have the receipt with the line item to prove it. Yesterday, while I'm backing my truck in, my sonar no longer worked. I called about it within an hour of my truck being in their care. They said that I could waste gas and over an hour of my life to drive back and have it looked at. Also, that getting it fixed for free of charge could not be guaranteed.Therefore, I left my vehicle in this company's care they messed up a valuable piece of my vehicle. Then when I ask them to fix it, they the General Manager callously said, sure for a price. Then when when I asked for a refund on two over priced parts (the two pieces of rubber) because I am taking my business elsewhere, he proceeded to condescend to me and said he would not refund my money.Yesterday Big Island Toyota and the General Manager thuggishly stole $****** from me, concurrent with messing up the sonar on my Tundra. The following is the requested refund sent via email to the company, which the General Manager already said he will not reply to. To whom it may concern, This email is to document that I, *******************, have requested a refund of part SPO ***** -0c030 *Moulding, Roof Drip and SPO 75566-0c020 * Moulding Seal Side concurrent with freight and supplies charge. $209.69 + ***** + ***** = ****** purchased today at 1:47pm. Invoice # C99007.

  Business Response

  Date: 08/19/2024

  I am unsure what ************ is requesting a refund for.  A repair was completed and parts were ordered and installed as requested and approved.

  There is no basis for a refund.  I have spoken to our General Manager, *************************, who spoke to ************ on Saturday as well as the service agent who assisted him, ***************************, and ************ was insistent on a refund that day because the part took four months to come in.  ******************** said he would speak to ************ on Monday when he calmed down.  

  Again we are willing to discuss this further, I urge ************ to contact ******************** at ************.

  Thank you,
  

  ****** De *****************

   

   

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22160280
  
  I am rejecting this response because it does not matter if they did the work on the one part. My sonar no longer works after being in their care. I called ASAP to request they fix it because it is absolutely unacceptable for any customers' vehicle to be in the care of a company that claims to fix it, and it comes out worse than when it went in. This company has been deemed unacceptable to work on my vehicle and after they refused to fix what they messed up. 8-17-24 was the straw that broke the camels back. After years of horrendous service, made my decision to take my business elsewhere. Since service has not been rendered on the part I ordered on 8-17-24 I requested a refund so that I can take my vehicle to a place I can trust. Without service rendered, the part they ordered will now be in their inventory for them to sell. Since I will no longer be stepping foot on Big Island Toyota property I'll be out the money if they do not refund it. Hence, they stole. No amount of rhetoric can change that. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/02/2024

  We are not reimbursing a part and service that was completed with the customer's consent.

  We have tried to reach out to the customer, however there will be no refund.

  Thank you,

  ****** De *****************

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22160280
  
  I am rejecting this response because I am not requesting a refund on the part that they incompetently put on the wrong side. I am requesting a refund on an ordered part I ordered for the other side. I will not be having them install that part. This is due to the fact that after my last visit they have been deemed unacceptable to work on my vehicle because of all the things wrong after ordering the part (e.g., they were too incompetent to put the part on the proper side, and they messed up my sonar, which by the way, now screams at me in random places, or will not shut off for the first five minutes that the vehicle is on, even whole driving). That part I requested a refund on will now be sitting in their inventory to sell. This will result in a net positive for the company at my expense. That is stealing. No amount of rhetoric can change that.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am sick and have been out of work. As a result I sold my truck, when selling my truck I discovered the dealership lied to me and said I did not have warranty when I did. I paid $8,000 for a new transmission that should have been covered. Toyota corporate said they would reimburse if there was a claim made. Toyota dealership is not contacting back and continues to say they will and dont. They are now refusing to give invoices. Im really hurting financially and out of work with no disability.

  Business Response

  Date: 01/20/2023

  I am working with customer directly to get the information she requested.  It will take a little bit but I have been in contact with her to let her know the status.  She has my contact information and I encourage her to reach out to me if she has any further questions or concerns.