BBB Accredited Business since
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This company offers VIP Ground Transportation, Tour and Support Services with fleet of sedans, vans, minibuses, motorcoaches and school buses.
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A BBB Accredited Business since
BBB has determined that Akina Enterprises, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Akina Enterprises, LLC include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
State of Hawaii Department of Taxation
PO Box 1425, Honolulu HI 96806
Phone Number: (808) 587-4242
The number is W20091956-01.
DCCA Consumer Resource Center
235 S. Beretania Street, 8th & 9th Floors, Honolulu HI 96813
Phone Number: (808) 587-4272
The number is AD-312.
Type of Entity
Limited Liability Company (LLC)
Business ManagementMrs. Cassie Akina-Ancog, General Manager Mrs. Sandra A. Akina, V.P./ Owner Mr. Douglas Akina Sr., President Sharon Akuna, Asst to Cassie
Motor coach Companies Buses - Charter & Rental Limousine Service Sightseeing Tours Tours - Wholesale Sightseeing Tours
Alternate Business NamesAkina Aloha Tours, Inc. Akina Bus Service, Ltd.
140 Alahele Street
Kihei, HI 96753 Directions
PO Box 933
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BBB Complaint Process
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Additional Phone Numbers
- (800) 800-3989(Phone)
- (800) 845-4890(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: NO COMPENSATIONS FOR NOT DELIVERING OUR COOLER WHEN WE GOT PICKED UP..AND FALSELY ACCUSING US OF DAMAGES. ONCE IN A LIFETIME WEDDING THAT MENT THE WORLD TO US...WE PAID AKINA'S 903.24 FOR A 2 HOUR RIDE AFTER OUR CEREMONY TO THE HALL...WAS TOLD TO DROP OFF COOLER OF DRINKS PRIOR TO THE DAY...WE DID SO, SIGNING A INVENTORY SHEET..ALSO, THE TIMES OF PICK UP WHERE CHANGED, ORINALLY THE TIME WAS 3-5PM..ON JAN 19TH 2013, BUT CHANGED TO 3:30-5:30 BECAUSE OF THE TIMES OF THE RECEPTION. WELL, GETTING ON THE BUS TO TAKE PICTURES AND HAVE A FEW DRINKS BEFORE WE DEPARTED THE CHURCH, WE WAS INFORMED ONLY WHEN ASKED FOR A DRINK, THAT THEY DID NOT HAVE OUR COOLER ON BOARD. THAT BOTH THE DRIVER AND HOSTESS ASKED IF THERE WAS ANY COOLERS OR DRINKS FOR THE PICK UP AND THEY SAID NO. THEN TELLING THE DRIVER THAT THE PICK UP TIME IS 3:30 BUT WE NEED DRINKS FOR OUR RIDE...HE AGREED AND SAID THAT WE COULD MAKE A STOP AT SAFEWAY..SO WE WENT...ALREADY PAYING OVER 200$ FOR DRINKS ALREADY THAT WAS SUPPOSE TO BE ON THE BUS. 30 MINUTES AT THE STORE AND TO GET SETTLED WE WHERE FINALLY ON OUR WAY..AKINAS MET US AT OUR FIRST STOP...ABOUT AN HOUR INTO OUR 2 HOUR RIDE....AND DELIVERED OUR DRINKS...SO WE HAD A COOLER FULL PLUS, WHAT WE ALREADY HAD TO PURCHASE BECAUSE THEY DID NOT BRING THE COOLER.I ASKED THE DRIVER TO HAVE THE MANAGER CALL ME ASAP...NICELY AND HE CONFIRMED.(NO, CALL BY THE WAY..I HAD TO CONTACT THEM) THEN OUR LAST STOP, THE DRIVER SAYS OK, NOW OF TO THE HALL..IT WAS ABOUT 20 TO 5PM AND I SAID NO, OUR DROP OFF TIME IS 5:30PM SO HE SAID OK...AND TOOK A SHORT CRUISE..ALREADY, ANGRY AND BUZZING WE GOT DROPPED OFF AT THE HALL...OUR BOSSES FROM OUR JOBS, WENT IN THE BUS AFTER TO CHECK IF WE HAD LEFT ANYTHING BACK AND GRAB OUR COOLER..2 DAYS LATER, NO CALL OR ANY FOLLOW UP FROM AKINAS I EMAIL ****** ***** ABOUT THE SITUATION, I WAS ON MY HONEYMOON. SHE HAD A COMPLAINT TO, SAYING THERE WHERE BROKEN BOTTLES AND SPILLS ON THE LEATHER SOFA(WHICH LOOKED 10YEARS OLD) AND PILLOWS. AND THAT SHE WOULD WAVE THE CLEANING FEE OF 250.00$ AND THE OVERAGE FEE OF 147$..AS COMPENSATION...BACK AND FOURTH WITH EMAILS AND NO RESPONSE AS TO WHAT THE OUT COME IS GOING TO BE....NO CALL, NO EMAIL NO, NOTHING....IN THERE CONTRACT, IT STATES THAT AFTER USE THEY ARE GOING TO INSPECT AND CHARGE IF THERE WHERE ANY DAMAGES...WELL, I CONTACTED THEM FIRST TWO DAYS LATER AND ONLY AFTER ASKING FOR SOME KIND OF COMPENSATION, IS WHEN SHE ACCUSED US OF DAMAGES. AND I ASKED FOR PICTURES OF THE BROKEN GLASS PIECES IN THE CARPET OF THE BUS AND ALL THE BOTTLES..BUT SHE SENT ME ONE BUD LIGHT PLAT BOTTLE WITH THE TOP OF THE BOTTLE BROKEN, WHICH IT DID BREAK, BUT THE BROKEN PIECE AND THE BOTTLE WAS HANDED TO THE HOSTESS, WITH NO OTHER BROKEN SHATTERED GLASS. IT WAS A ONCE AND A LIFETIME OCCATION THAT WE CANNOT GET BACK AND ALL IM LOOKING FOR IS COMPENSATION TO COVER FOR THE DISSAPPOINTMENT...I HAVE ALL THE VIDEOS IN THE BUS, TO PROVE WE WASNT OUT OF HAND, BUT SIMPLY SINGING LOUD AND DRINKING....ONE BROKEN BOTTLE IS ALL THERE WAS, AND AKINAS FAILED TO SHOW ME PICTURES OF THE DAMAGES....IM REALLY DISSAPPOINTED IN THIS LOCAL OWN COMPANY FOR TURNING THE MISTAKE TOWARDS ME, WHEN I TRUSTED THEM PAYING ALOT OF MONEY FOR GREAT SERVICE THEY CLAIM TO PROVIDE....MY COUSIN IS GETTING MARRIED NEXT YEAR AND WANTED THE LIMO COACH, BUT AFTER THIS, SHE DOESNT WANT TO IN TRUST IN THEM...NOT FAIR, US LOCALS GET TREATED LIKE THIS, BUT IF WAS ONE TOURIST, THEY WOULD QUICKLY PROVIDE BETTER SERVICE...I DONT UNDERSTAND, THEY ARE A BIG COMPANY, A LITTLE SORRY AND COMPENSATION WOULDNT PUT THEM UNDER THE BUS!!!!! ITS NOT OVER...IM AM SEEKING OTHER ALTERNITIVES!!!!! THANK YOU FOR YOUR TIME!!!
Desired Settlement: I WANT EITHER A REFUND OF HALF OF THE BUS RIDE OR REFUND FOR ALL THE DRINKS THAT WAS PURCHASED BEFORE AND AFTER ......
Business Response: Business' Initial Response /* (1000, 5, 2013/02/08) */ Aloha, we have reviewed the stated complaint and followed up with an investigation and inquiry of our staff as to what transpired that day. Here is what we have determined. 1. A cooler was brought to our facility with beverages for the charter. This cooler was inadvertently left behind at our baseyard when your charter was dispatched. This is an extra service that we do not charge for. 2. Upon discovery of our error when drinks were requested, a stop was made to purchase beverages. In light of our error, this additional time was not charged to the customer. 3. The original cooler and beverages were delivered to you on the Limo Coach, en route, by our manager and dispatcher on duty. At no additional fee. 4. At some point during the charter, the celebrating got a bit boisterous and our Hostess and driver were very diplomatic in their handling of the situation, allowing the party to continue to enjoy themselves. 5. Ultimately, however, there were several beer bottles broken by one member of the party who was apparently playing a party game of 'pounding' beers together, to cause them to fizz. This caused beer to be spilled on the carpet and the seats, as well as chipped and broken glass strewn about the interior of the vehicle. This beer pounding went on several times, despite repeated requests by the hostess to stop, until a beer bottle was broken at the neck. 6. There was quite a mess created by the party with spilled beer, broken glass, flower petals and trash strewn throughout the interior. 7. There was even damage to the interior with one of the pillows being ripped. 8. The clean up to get the beer and glass out of the carpet and furnishings required the attention of a professional cleaning company. The cost of this clean up was absorbed by Akina and was not billed to customer. 9. It was very obvious to our staff that everyone in the party took full advantage of the beverages and had what can only be described as a 'good time'. It was very apparent that by the end of the charter, almost everyone in the party was very inebriated. 10. In light of these findings, we feel that the customer has been more than justly compensated for their inconvenience by our omitting the pursuit of further compensation from the customer, which, as she has pointed out, was contractually agreed upon. However, we have decided in good faith that will extend a refund of $150 which reflects 20% of the charter for their inconvenience. 11. We had gone out of our way to overlook all of the onboard incidents and the trashing of the vehicle interior. 12. As for not responding to your complaint in a timely manner you did not give us enough time. When management was informed of this situation an investigation was started immediately with our driver, host and sales person. Furthermore, any claim of discrimination as 'locals' can only be viewed as baseless, when Akina Aloha Tours is a local company, family owned and operated on Maui since 1928. We care a lot for our community and it was never our intention to not load the cooler onto the vehicle, it was merely an oversight by our dispatcher on duty however, we did our best to remedy the situation by bringing the cooler to meet your party. A check in the amount mentioned above will be mailed to you at the address you have provided to us.