Thank you Reyn, Reyn F. In the service department went out of his way today to help me out. Thank you got the great customer service today. Good people are at Ford in Hilo. Thanks for all the help. I really appreciate it. Thank you Jeff. read more

Purchasing a vehicle is not a problem as Sales Department will provide you all their attention to complete that sale. For the Service Department, that is a whole different story. One out of my many experience that's been an issue and still an on-going issue, is the engine light that continues to light-up, before and after receiving a new engine. That new engine with no charge, is due to a recall on my 2020 Ford EcoSport. I had to reach out to Ford on Facebook, called the Ford Corporate office and the Ford Recall Department for the Service Department at Orchid Isle Ford in Hilo to actually do something about it. This was back in the summertime of 2025, that I communicated with their on/off Service Department Manager M.E and only then, did she really pay attention to my issue. Prior to that, the engine light and wrench light kept popping up. Anyone would think that when a diagnosis is completed and you are told what the problem is, along with the charged amount, your car would be fixed right away. In my case, I had Ford fix the so-called issue, paid a high price for that, only to have the engine light show-up again a few days later. Called Ford, explained what happened and took my car back in. Same service received and was informed they don't know what the issue is but bring it back when the light pops up again. So, I took it back again, this time they explained after the diagnosis, they found what was wrong with it. This is all within 2 weeks, yet they wanted me to pay a ridiculous, high amount out-of-pocket to have it fixed...and guess what? After Ford so-called fixed it, I paid and picked up the car, the engine light is back on again. Throughout all the contacts with Ford during this time, I kept mentioning and asking if this issue was related to the 2020 EcoSport recall, same reply-no. However, they finally said after the fourth or time in a row that my car was taken in, diagnosed, so-called fixed, and my research of reaching out to others at Ford for help (listed above: Ford Recall Dept, Ford Facebook Page & Ford Corporate) to bring it in due to the recall. How disturbing and unprofessional is that? The car was in the shop from June through December 2025. We had to find someone to tow it there ourselves because they did not hear back from their tow company or service. Again, Orchid Isle Ford Service Manager Mary, acted quickly due to my email with the help from others. The issue did not stop there, no it didn't. When the new engine was replaced and we had the vehicle back, a few days later, the engine light is back again! This is unbelievable! Of course, I emailed Mary to inform her of this and that there was also a leak! I took photos and emailed her. At first, I thought it was just the rain, but when the concrete in the garage dried up, there was still the stains from the leak. The last email reply I received from here was in January 2026. Yet, I find it strange when she asked me which social media did, I reach out to, regarding the car issues. I told her Facebook & Ford Corporate site; she thought it was the Orchid Isle Ford as nothing was coming through to her. Strange because my emails are sent directly to her. I was also informed by one of the workers there, that Mary is busy and has a lot to deal with. So, I gave them some time as a loyal customer and trusted that she will do her part as a professional worker to look into that matter. It's been 3 months since, that's been a long enough time to look into it and take care of some other things in her busy schedule. There is still the engine light and leak issue. Throughout the whole waiting period, I received many feedback and advice from friends, family and other technicians from different Auto Service Shops and Dealerships. One said the leak is from the transmission and to have Ford look into it as they should. I emailed Mary, addressing the 3 months of waiting for her reply and still, the engine light issue. I also emailed Orchid Isle Ford directly and an email was sent to the CEO of the Steve Marshall Group, requesting help. Thankfully, Reyn, the Service Technician Manager called back and scheduled for a drop of today, April 30, 2026. He was genuine over the phone, very caring and professional. When I dropped off the car this morning at Orchid Isle Service Department, the advisor took the information I provided on my conversation with Reyn, then said, I will not charge you for the diagnosis, but there will be a charge for the transmission service. Wow! In my mind, the question was, Ford will charge me for the transmission service, which that issue only appeared after your service department installed the new engine? I replied, Reyn said he will look at it and go from there. So...I am praying that I will receive honesty, professionalism and care with today's service. Wish us luck! read more

Although I did purchase a vehicle here. I do not recommend it. A week after leaving the dealership, I was getting calls and emails about paperwork I had already signed in office, They had asked me to send in my paystubs again, I was getting messages from the company so regularly it wasn't professional. Later on I had decided to cancel my warranty and it seems like that angered them as it was actually very difficult to do on their end. I was connected to three people who didn't want to cancel it. From there it felt that they had animosity towards my partner and I. I had thought they were a good option as they seemed like a good in between for cars however they showed their true colors and it was very disappointing to realize. Still have not gotten my registration after 4 months they have continued to ignore my calls and emails putting my family in jeopardy. read more

The sales experience went ok. I knew what I wanted, and had the $$, so the process went quickly. Follow-up was a CONSTANT battle. I had to call about keys, and more infuriatingly, instead of mailing me my plates, they had them delivered to the dealership, so they could provide a "3 minute service" putting them on. (Let's ignore the 10-minute drive to the dealership). 2 weeks after my 2mo temp tags expired, I went to the DMV, only to be told to contact the dealership. Contacted them: "Oh, they're on my desk!" WTAF!?! read more

We just bought a new maverick hybrid and couldn't be happier. Renn was super helpful and awesome, quickly got the truck inspected and detailed so we could take it home before we had to leave to make it to other obligations on time. Everything was super smooth and we were very pleased with the service we got. 10/10 read more

I took my 2017 Edge in for recall service (it took 6 weeks from the time I called to schedule until they got the parts in and scheduled my appointment). Renn, the service rep, was very personable. But when I picked up the car the Check Engine light was on, which it was not when I dropped it off. She took it back to the mechanics who said it wasnt related to the recall repair. I talked to the Service Mgr who was personable and he said he would wave the diagnostic charge to see what was wrong. I took it in again and they said again it wasnt related to the recall work and would charge me $620 to repair. So, to recap, I took my car in for recall work that was Ford's fault and got a broken car back in return that they wanted $620 to fix. No thanks. And they are mystified why the public doesn't trust car dealers. read more

Run by a bunch of clowns. I negotiated over the phone. Took an Uber to Kona from Hilo. They have a Red Nissan Frontier on their website. It's JUNK. They tried to sell me a truck that somehow the local Lex Brody passed it's safety on. The tires are literally falling apart. The tailgate won't close. The front suspension sounds broken. The CV boots are ripped. The wheel wells are falling out. It's got unreported frame damage. After working with Coby, Rex and Jerob, I am convinced they are a bunch of jokers that would lie to anyone to get a car deal. Luckily, there are several other car dealers on the island. Thanks for teaching me a valuable lesson. Avoid Orchid Isle Ford. They will rip you off. read more

Good day to everyone! I can not thank you enough for all the services that I received every time I come. I am happy every time I left after every schedule I had....would like to thank and special mentioned to tech Dales Soares and Reilly Darakjian for doing a good job, for my request what to inspect/do for my car, making sure that while am on the road , my safety while driving is above....,,now I can call you "my car doctor ", cause you take good care of my car, as well for my safety while driving, that my car is really in good hand. Reyn Fukuki the Service Manager, thank you for being a good leader to all your technicians....beautiful Reyn Galdones million thanks for being patient every time I asked you status of my car, not to mentioned I was there almost all day....i salute you all "super friendly "staffs , keep up the good work....more power.... read more

if I could give zero stars or negative stars I would. the service department in Hilo is an absolute joke. Took my car in there with a noise in the rear end,waited 6 weeks for an appointment. I figured it had something to do with the differential. Was givin two options. Drain and refill or open it up and check to see if there's anything wrong. I said I wanted it opened up and checked. They refused. Said all we had to do was change the fluid. Well, now they've had my car six days for a two hour job. All they do is lie to me about the process because they think I'm a stupid woman. Yes I'm a stupid woman all right, one who was raised by a mechanic. they are also charging me $1100 to change the differential fluid. I'm sorry, but that is rape. But the worst thing is all the lies. My car has been on the rack for six days according to them. I told them yesterday that I thought they put it in a corner somewhere and left it. Finally got a call this morning that they've done the job but they still need to test drive it. I wonder how many days that'll take? I will never under any circumstances take my car to Ford again. I bought it there. I've had no problems with it and the first time I need help,they lie to me. I will be filing a complaint with consumer affairs and I am going to get the car today whether it's done or not. I cannot trust these people one more second and you should not either. just for reference I drive a 2012 Mustang GT with 45,000 and I'm not even sure if the noise is gonna be gone or the problem is gonna be fixed when I pick it up. I don't hold out a lot of hope for that. take your car anywhere else, but don't take it to orchid ford. read more

from the time I drop off my truck till I pick it up z, these guys always treat me like I'm family and they don't just give me a bill and say " it is what it is" , they try every way to help you figure things out just when you think there's no hope !!! I trust them and trust is hard to come by now days!!!! mahalo you guys I appreciate you sooooo much!!!! read more

What on earth can one possibly say about a garage that took 2 months to "fix" the truck, charges $3000 and the truck dies on the way home with the exact problem it was brought in for? read more

I've had the joy of working with Maka, a very friendly, intelligent and knowledgeable service rep! It's amazing how she knows what's going on with all her clients vehicles and what to expect. Super impressed. Thanks Maka for making each experience a joy! read more

Chuck was my representative and a great guy. His communication was off the charts and kept me informed daily. I wasn't able to buy the truck I wanted but helped me order the truck I needed. Come see Chuck if you want the real aloha customer service experience. read more

had my car of 3 days with no updates the repair takes 4 hours or so. had an appointment scheduled for Monday which they lost. day before Thanksgiving with no car! read more

Recently moved to the island and well I need to get a truck I went here and talked to Renn about ordering a Maverick and got it order it was a breeze and he walked us through the entire process now I'm in the hands of Ford to get it into production! read more

Orchid Isle Ford - Auto Repair Near Me - Hilo, Hawaii

The Service Department in Hilo definitely do not care a bit about your business. I was lucky enough twice this morning to get someone to answer the phone only to have them hangup on me after putting me on hold for a prolonged period; and of course on the third attempt they did not answer. They do not know the meaning of customer service and could care less if we chose another service center. read more

Won't ever buy anything from this guys again. They sold me a crappie Ford F-150 a/c went out within a week ,after detailing my truck ,it looked like the truck was in a flood there was mud and dirt all in my door panels,they tried to hide the mud on the under body of the truck by spraying bedliner ,I called to see if I could trade the vehicle in they said they will call me back then never received and call backs yet .....not recommended, also there services center waiting room is super nasty and smells like wet dog read more

In the past they were pretty good, but today I dropped off the car at 7am for an oil change and safety check. Three hours and ten minutes later? I'm still waiting. I used to do my own oil changes and they took me about 20 minutes with out all the nice gear they have there and a safety check seriously can't take more than a half hour on a relatively new car, so what's up? IMHO they don't have good organizational structure there anymore. They need a new boss. read more

I don't write many reviews but feel compelled to write this one. I blew the transmission on my truck. I felt like it was the dealerships fault. I dealt Reyn the service manager. I wasn't very nice, and pretty angre. He deescalated the situation, great people skills. We came to an arrangement and he repaired my truck at great expense to the dealership. It still cost me a lot of money but I was treated fairly and my truck was fixed right. He just called me a few days after I picked the truck up just to see if everything was working correctly. Very impressed. read more

Stopped by orchid isle ford looking to purchase an affordable SUV I worked with a sales person who was very nice and helped point out what they had available that was near my budget. The entire time there was obnoxious unprofessional music being played at obnoxiously loud volume right near the showroom door which was very off putting. After the sales person gave me his card this guy who claimed to be the manager came out with his sunglasses on the back of his head chewing gum in my face and talking with his hands trying to sell me on a ridgeline that I would pay someone to take off of my property. If I wanted to deal with a greasy salesman I'd go back to the mainland. read more

I'm trying to order a new maverick pickup, and this dealership is trying to arbitrarily charge me an additional $2200 OVER msrp just because they can right now. We're all aware of the supply issues the automotive industry is facing, but this has no bearing on this dealership's blatantly exploitative price gouging. The CEO of Ford has come out publicly to condemn this kind of highway robbery from dealers, and dealerships are NOT supposed to be doing this. They already charge outrageous additional fees for transport and "handling" of the vehicle, costs that used to be covered by the substantial markup dealerships charge for your new vehicle. Dealerships like to throw our absurd justifications for this kind of predatory retail abuse, but in the end it's just lip service: there are many dealerships that do not do this and they are still thriving. STOP TAKING ADVANTAGE OF LOCALS. read more

This review is for the service department... 5 hours for an oil change with an appointment is a little ridiculous. Seriously considering buying a Tacoma or Silverado for my next truck because the service department is always so backed up. read more

Had my 2012 Ford Focus sent in for transmission issues. Later found out that almost all models nationwide have the same exact transmission issues, caused by the TCM. Had the TCM replaced back in 2016. Issues started reoccurring recently. Again, it is the TCM. Had that replaced the 2nd time, and it still hasn't fixed the problem. Overall, Orchid Isle Auto Center lacks the ability to assess and repair car problems on numerous occasions, and they're really expensive for the service they offer that doesn't really fix a problem. TL;DR Don't buy a Ford because you'll probably be plagued with tons of issues due to the manufacturer's terrible quality. read more

Good people, hard working, fair pricing, friendly (ALL the sales staff is and most everyone is too!, the mechanics are always busy if they are 'short' with you). Can meet all your car needs from buying new or used, repairs/service/body work to just buying parts, they do it all. They specialize in FORD and related brands but will often have a variety of used cars. read more

You know what would be great? Going to a car dealership and speaking with someone that was friendly, knowledgeable, and not pushing for a quick sale... and a quick sale it was not! The staff was awesome (shout-out to Renn!) and I was able to get a great deal on my dream truck! I don't buy vehicles often but Orchid Isle will be my first stop when I do! read more

I had a great experience buying a car here. Everyone was friendly and helpful without being pushy. They gave me a loaner car to use while mine was waiting on a part. Wendel kept in touch throughout the entire process. I highly recommend them if you're in the market for a car. read more

Bought a used Ford Focus from a private owner that didn't get a chance to cut the extra key for the car. The parts department was very helpful and told me I needed to have the key programmed before using it. When I made the appt, no one told me the cost. On the day of the appt, (2 weeks later) I dropped the car off and after they had it for 5 hours, I was charged $100 for PROGRAMMING A KEY!! I wish I had gone online first and saw that it takes a matter of minutes, I could do it myself, and would have saved $100. What a rip off!! read more

Orchid Isle Auto Center has one of the best service personnel. They are friendly and always positive. We have a Cobra mustang, a Harley Davidson truck and a Lincoln MKX and we love all of them. Ida is amazing. I like to work only with Ida. She knows what she is doing and will answer any question you have about the service you received. We love her. She is wonderful. We buy only fords because we know we can count on them when we need them. Thank you Orchid Isle for your commitment to providing excellent service!! read more

Friendly staff. I purchased my used vehicle and noticed that it was making a weird clunking noise. They all told me that they BELIEVE that my vehicle was fully inspected. I had to keep calling back to make sure. They finally called me back and told me the car was not fully inspected. They inspected my car and said everything was okay, but I was alarmed by a weird clunking noise. They said it was normal for my CVT vehicle. About 2-3 weeks later they took my car to the shop because the transmission was out. They did not do a full check in the car before they sold it to me. I was able to borrow a car from them for 3 MONTHS until my vehicle was fixed. When I got my vehicle back, I noticed that my spare tire was not there. I asked about it and they said that they would help get me a replacement spare tire. That was about 2 MONTHS AGO. I learned that I cannot call both of the managers because they do not follow through with what they tell me they are doing or what they're supposed to do. Rather, I have to go to the dealership and sit there until someone helps me. That is the only way to get things done with them. read more

good service. had to order a part for my Ford F-150. I had to wait in the service department a little bit before they helped me but the part came in quick and they called me when it was there. never bought a car there, but they seem helpful read more

Sorely disappointed by their customer service. I bought a car that we ultimately returned because they "forgot" to disclose damage to the car before we signed the contract. The manager didn't offer options to us other than to return the car, it was us continually trying to find ways to work with them. I tried to buy locally but they just didn't want to work with us. We weren't expecting to pay near nothing for a car, but they didn't even try other than tell us "we are already losing money on this." How about you look at the way you treat your customers rather than how it is affecting your bottom line? We're on an island, we don't have much choices for Ford dealers if you want to buy local, but funny how I've lived here all my life but am a repeat customer to a dealer in oregon because they listened to our concerns. read more

I have purchased four Ford vehicles from this dealer since 2010, Our daughter, two. My mother and father in law recently purchased a Lincoln. This is hands down the best dealership that I have dealt with, Other dealerships tend to forget you after the vehicle is purchased. Here, they treat you like family before, during and after the purchase; from showroom to service center. No hard sell. No pressure. Hats off to Joe Hanley, Mary Espejo, Wendel Garcia and the rest of staff for making the car buying and car maintenance experience painless. read more

I am editing my review, and changing my rating. After my complaints to the service department I thought like most business I would have to find an alternative way to solve my problem, but Mary from Orchid Isle swooped in to make things right. They worked hard to fix the situation making the end result agreeable, and turning a dissatisfied customer a happy one! read more

My wife and I had an amazing experience when we purchased our car. Wendell went so far above and beyond and that made all the difference! The entire team there are friendly, knowledgeable and eager to help. We also worked with Dave on financing and the experience was refreshing. We definitely recommend Orchid Isle for your next car! read more

Hands down Chad Ross is the absolute best. We went in on Memorial Day with very very low expectations of getting a car because our credit scores suck, but Chad worked with us we drive to Kona on the week days for work so we needed a car that would be good on gas as well as on the wallet so we got a Ford Fiesta. After it was all said and done our payments are the lowest of any car we've ever financed, I'm not sure what was done but I'm telling everyone to " Go see what the Ross is selling" you won't be disappointed.. The finance manager ( I'm sorry I don't remember his name) was awesome I was shooting questions at him left and right and he answered all with no hesitation, he even stayed until we got into Hilo from Kona to finish up our paperwork, who does that? it was almost 830pm when we got there. Thank you Chad for making our commute a lot less stressful.... We'll be back.. read more

I've had my Explorer, now my Expedition serviced at this dealer for the past 12 years. I've always been treated with courtesy and I trust them to take care of my vehicle in an appropriate manner. Would highly recommend. read more

If possible, I would rate Sales Representative CHUCK PAULINO with TEN stars! My husband is a car aficianado...me, not so much. In fact, I think shopping for a car--particularly a previously owned one--is equivalent to getting a root canal. So, when looking for a very particular "used" vehicle, we hit the jackpot at Orchid Isle. We worked with Chuck Paulino, a very courteous, knowledgeable, friendly, professional, and all-around pleasant person. We not only left with the PERFECT vehicle, but also made a new friend. While my husband had a wonderful time "talking cars," I'll admit that Chuck made car shopping enjoyable for me...and I have NEVER said such a thing in my life. Mahalo, Chuck. read more

The best dealership in hawaii!!!!! I will only buy my cars from this dealer. They always have a big variety of cars and they work with me if they don't have what I want. I can't complain . This is an awesome choice . read more

The service was slow and personally I feel because I am not from Hawaii that I was treated with contempt. The staff is unfriendly and the prices I was quoted was extremely high and unreasonable for what I was asking. I tried several times to find this location until finally I arrived but was unwelcomed when I arrived. It felt because I was not interested in buying a new car that I was served poorly. read more

I have purchased a few cars over the years from orchid Isle auto center and have been very pleased with pricing as well as the after the sale service. If you're looking for the same go to orchid Isle auto center and ask for Sandy she goes above & beyond to exceed all your expectations from the very beginning of the sale process. I am very pleased with the overall experience. read more