Masaki's Auto Repair

Helena Andrade

★★★★☆

Edited 6 months ago

I had been a loyal customer here for a year, with consistently friendly service in the past. Unfortunately, I had a very disappointing experience during one visit where I was spoken to rudely, charged $200 for a diagnostic without receiving a report, and even found my car left unlocked outside. At the time, I left a negative review because I was disrespected and unsettled by that treatment. However, I want to acknowledge how well the situation was handled afterward. Deryl Masaki personally reached out, apologized, and reimbursed me for the diagnostic fee. His thoughtful response showed genuine professionalism and integrity. Mistakes happen, but how they are addressed matters, and I truly appreciate the way Deryl resolved this situation.

Dan S

★★★★★

11 months ago

Was referred to Masaki's from a friend's autobody shop across the street for my parents Camry. Rodney was very helpful over the phone and got us scheduled the next day to replace 2 tires. Price for the tires was good and the service was great. It's always nice to get things done quickly as nowadays the larger chain places are quite busy with appts being far out.

Cody Ketchum

★★★★★

a year ago

I’ve been coming to this shop for about 5-6 years now. I’ve shopped around during this time too just to get an idea on what other shops the island has to offer. My honest opinion is that Masaki’s is easily the best. Not only do they care about their customers experience, they are transparent about the repairs , give realistic options, and are super fast about everything. My AC recently went out in my car which we all know sucks here in Hawaii. They gave me a quote for the repairs and told me it would take 3-4 days to get the job done. It was a big job that required a lot of work. To my surprise their team schedule the repair, got parts in, and finished the job on the same day! If you’re looking to support a mom and pop business here in Hawaii this is the place. You won’t be disappointed. Avoid the cookie cutter businesses that don’t care. This shop cares and it shows.

Drew Skipper

★★★★★

7 months ago

This place came highly recommended to me and they are AWESOME. I'll be bringing my Prius back for any future work and for safety checks. My coworker and others I know bring their hybrids here as well. I'm so excited to have found a place on Oahu I can trust so much!

Terri Dux

★★★★★

9 months ago

I started to go to Masaki’s because of the location but now I love the people. Everyone is nice to me. I don’t know a lot about cars, but they don’t talk down to me. They are friendly and patient.

Lee T

★★☆☆☆

4 years ago

Dropped $4000 on a reconditioned battery for my hybrid Toyota. 19 months and 27k miles later the battery was toast. I did drop my car off with them after waiting a week for an appointment. Despite driving the national average...they tried to blame it on excessive annual mileage (~15k every year the car was driven). Their warranty offered on the battery was 12 months and they offered no exception to the policy. They also offered $2000 for the car after I told them I was not going to proceed doing the same battery swap another time after I completely lost faith in them. I wish Masaki's spent as long working to find their customers a viable solution as they did on responding to reviews after the fact. I sold the car a few weeks ago for $3500. Waste of money after the first battery lasted over 110k miles. I had better hopes for this place. I did try to work with the company in July 2021, but they did not bring their A-game.

Sam Wagenvoord

★★★★★

4 years ago

I have been using this shop for maybe 30 years. I spoke to Daryl and told him my dilemma with my 1996 Honda Accord my daughter drives. I was unable to get it started and explained the symptoms since I do basic car repair myself unless it's major work I am unable to perform then I take it to Masaki's. Daryl gave me free advice and said to try a couple things before I spent money on getting it towed in. A day later I was able to get the car back running and my daughter was happy. These guys are always busy but do their best to give you a fair shake. You don't stay in business as long as they have been unless you are good at what you do. This is not the first time they helped me. I highly recommend Masaki's Auto Repair. Other then being busy so you may have to wait for an appointment they are awesome. Thank you again Daryl, hopefully next time I can't fix it myself and you will get my business once again.

Haruo-Boyd Kaneshiro

★★★★★

a year ago

Did a good job diagnosing my Toyota Rav4. Repair was done in a fair amount of time. Kawika gave me updates from start to finish. Great customer service! Go there all you Toyota owners!

AINEVESAKED Hawaiian

★☆☆☆☆

a year ago

Called them asking if they knew electrical work and they said yes. explain to them what was going on with my truck and they said to bring it in and they can take a look at it. And I live all the way in Kapolei. I bring it in and just parked my truck and walked in office tells me that they can’t do the job don’t even take a look under their hood just tells me they can’t do it. So pretty much wasted my day. And money ! Thanks Masaki ! Next time just says you don’t know how!!! Don’t waste peoples time.

Patrick Williams

★★★★★

9 months ago

Excellent place to get your vehicle's annual safety check. Takes about 10 minutes. They take appointments at 10 a.m., 11 a.m., 1 p.m. and 2 p.m.

Amalina Ariffin

★★★★★

2 years ago

My favorite and go to place for car repairs. Kavika is my favorite person who will always greet his customers with a smile and genuine conversation. I can't recommend this place enough for their warmth and care for your car. I don't get the feeling that they're trying to exploit my lack of knowledge and sometimes would even advice on me on the most cost effective ways to have my car fixed. I recommend that you support local business and support this award winning mechanic.

Jack M

★☆☆☆☆

Edited 3 years ago

I have been hesitant to write this review for a while now, but feel that people need to be aware of my experience in order to protect themselves and their pockets. I brought my Prius in to Masaki’s a few months ago with a hybrid braking issue. The car had all the warning lights on. The next day they called me informing me that there was an issue with the brake booster. He informed me that he already contacted Toyota and they informed him there was no warranty coverage (he even told me that I don’t have to verify this myself) and it would have to be paid out of pocket. He quoted me over $3000 to do the job, and also told me that there was a brake booster part shortage (I assume to create urgency) and I would be lucky to even get the part for them to complete the job at that price. He also told me I needed a new o2 sensor which he quoted me about $500 to fix. I got a bit suspicious and did some research including calling the dealer. I found out that there is an extended service bulletin on the brake booster (widely known issue) and the dealer would cover it under warranty. I ended up taking it in to Toyota who replaced the brake parts within a day, and also replaced the o2 sensor for $320 (much cheaper than Masaki’s quoted me). When I asked the dealer about a part shortage they had absolutely no idea what I was talking about. The main issue I have is that I was told that they checked with Toyota and it was (supposedly) not covered under warranty. This in my eyes was incredibly misleading and nearly cost me a big chunk of change. **Edit: I see the response that was left in regards to my review and can't help but laugh. Whether you meant it or not, the practices you used while on the phone with me were misleading and outright wrong. You can try to cover your butt as much as you can here on Google reviews, but what I experienced was nothing like you are detailing here. Wrong is wrong, and I will not delete my review!

Brian Walczak

★★★★★

6 months ago

Very professional and competent, found my issue much quicker than I expected. Great place!

Glenn Fortune

★★★★★

a year ago

They were a big help with my big Heavy duty truck. I needed front tires and a signal light to pass the safety check. They also replaced my front tires. Friendly, knowledgeable and reliable.

Brittney Nakamura

★☆☆☆☆

6 years ago

Do not take your vehicle here for any type of service. I had scheduled an appointment to bring my car in for a service and an oil pan change. I did understand that that job was going to take a while. However, I was not informed at all that my car would have to be left at the shop over night. When I arrived the shop owner did not give me any information whatsoever. He even answered the phone while I was trying to get information as if he was trying to hurry me along. I waited for hours and when I finally called to check on my car they couldn’t even give me an answer. They also did not put me on hold so I could hear them having a conversation about me. I hear one of the workers say “I wasn’t planning to work on her car today.” If you’re going to say things about your customers at least put them on hold so they can’t hear you. Then after a frustrating phone call I went to pick up my car. They then insinuated like I had no idea how their operation at their shop was (which of course I didn’t because I got ignored when I tried to ask for more information about my service). They then told me my keys were on the dash for me. I get into my car and they are not there. THEY LOST MY KEYS. So for a good 10 minutes I’m watching them look around and ask people where my keys are. Finally they find it and I can leave. This by far was the worst customer service experience ever. My car did not get serviced, I was given a poor excuse as to why it wasn’t serviced, and then they lose my keys. I felt they did not take me seriously as a customer because I am a woman. So they figured I wouldn’t know anything about cars and they could give me poor service. Very rude and unprofessional. They will argue with you like you are in the wrong. They won’t give you any information or estimates. You figured they would take their job seriously since they are dealing with people’s vehicles, but sadly they do not. I recommend going to find another shop who will give you better service and pricing.

Rylan Maeda

★★★★★

3 years ago

Been coming here for years with various cars and never been short of impressed on the level of service and care I've received from Masakis. Being more automobile challenged than I should be, appreciate how helpful, honest and genuine every contact has been. In grad school, money is tight but I've always been met with honest opinions on if things can wait or should be done now. Yes, you maybe able to find better deals elsewhere but with Masakis always being busy, it speaks to the quality of work done here at Masaki's Auto.

Chad Odom

★★★★★

4 years ago

This shop definitely knows their stuff and is ethical! They diagnosed my issues, gave me my options, and Darryl even gave me his personal opinion which I 100% trust and went with. I felt totally confident in their diagnosis and the information they provided me. Great automobile mechanic shop!