This business is not BBB accredited.

Kahala Shell Auto Care, Inc.

Phone: (808) 734-4414 Fax: (808) 735-5114 4204 Waialae Ave, Honolulu, HI 96816 ! There is an alert on Kahala Shell Auto Care, Inc. !

BBB Business Reviews may not be reproduced for sales or promotional purposes.


This company offers gasoline sales (full service + self service),propane sales, car wash, auto repair, rapid lube, convenience store, and tires and batteries.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • This business has no rating because it is out of business.

Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 2
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Kahala Shell Auto Care, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: August 31, 1982 Business started: 09/01/1967 Business started locally: 09/01/1967 Business incorporated 08/28/1978 in HI
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 W20314436-01.

DCCA Consumer Resource Center
235 S. Beretania Street, 8th & 9th Floors, Honolulu HI 96813
Phone Number: 808-587-3295
The number is RD2199.

DCCA Consumer Resource Center
235 S. Beretania Street, 8th & 9th Floors, Honolulu HI 96813
Phone Number: 808-587-3295
The number is MC-5845.

Type of Entity


Business Management
Ms. Madeleine L. Snow, Owner
Contact Information
Principal: Ms. Madeleine L. Snow, Owner
Business Category

Service Stations - Gasoline & Oil Auto Repair & Service

Industry Tips

Additional Locations


    4204 Waialae Ave

    Honolulu, HI 96816


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

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

10/13/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: The Shell station recently changed ownership- however it remains the "Kahala Shell" and on the surface, a customer would not discern that any change was made.I purchased in August a book of 5 car wash tickets for premium washes, (a value of 13.61) for $65. I used the first ticket in August and had no problems. In October, I returned to use the next ticket, and was told "we've changed ownership, and no longer honor those car wash ticked books." However, the same car wash was in operation, and again, at the surface nothing had changed. Upon voicing my complaint, the lady referred me to a manager who said that I'd have to take up the matter with the previous owner, however I was not the first person to come in with a ticket book, gift certificate, that was turned away. No refund was offered, only one free regular wash that day (a value of $9). Customers should be warned not to trust this Shell station, as they change hands unexpectedly, and invalidate gift certificates.

Desired Settlement: I would either like a refund for the unused portion of my car washes, or an equal value replacement (premium wash) for the unused tickets. The change in ownership is not my concern- when one purchases a business, one must assume the leftover debts, gift certificates. I'm forwarding this complaint to Shell corporate as well.

8/6/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: During a safety check the mechanic damaged the passenger side lamp cover, placed a sticky black substance around it and the cover fell off and is gone Prior to arriving at the station I had never experienced problems with the passenger side side light cover of my car a 1997 Toyota Camry. According to the receipt I took my car to Kahala Shell for a safety check at around 4 pm on July 1, 2013. The mechanic informed me that the headlamps and warning lamps would need to be cleaned, a few lights replaced, and that he was going to drill a hole in one of the covers to prevent water accumulation. These items would add $38.32 to the $14.70 cost of the safety check. At the end of the safety check the mechanic mentioned that he needed to place a black sticky substance around the cover he cleaned and assured me everything would be alright. I paid the $53.72 bill using American Express and left. At no point did the mechanic mention that the cover would fall off nor did he mention that the cover needed to be replaced. In fact he certified that my car had passed safety check although his actions had made my car less safe to drive. On July 5 my wife noticed that the side light cover was completely gone exposing the turn light signal and housing completely. At around 3 pm July 5 I called Kahala Shell and talked to a manager. He handed the phone to the mechanic who worked on my car. The mechanic said to drop by the service station before 4. I showed up to Kahala Shell and spoke to the manager. I pointed out to the manager that for all of the years that my car had been driven that there had never been any problems with the light cover falling off. It wasn't until I bought the car into Kahala Shell that it fell off. When the business took on the responsibility of cleaning the light covers to make my car safe enough to drive it took on the responsibility of doing it right and assumed responsibility for any damage that may have resulted from their work. If the problem was with the light cover then why didn't it fall off any time prior to the safety check. The manager then said it would cost $80 to replace the side light cover. I believe that Kahala Shell engaged in deceptive and fraudulent business when the additional repair work resulted in damage to my car which was not disclosed, then covered up by an attempt to hold the cover in place with an ineffective sticky black substance.

Desired Settlement: I strongly believe that Kahala Shell should refund $33.70 to account for the labor that resulted in damage to my car. Also Kahala Shell should pay the $80 cost that they quoted to replace the missing light cover so that I can take my car to another car station to have the cover replaced properly.

Business Response: Business' Initial Response /* (1000, 8, 2013/07/25) */ Good intentions often go awry. Because the lamp had water accumulated on the inside, the mechanic's intent was to drill a whole to drain the water and help you avoid replacing the lamp. Hindsight is 20/20, and obviously drilling the whole compromised the lamp and resulted in the damage. I wish I had been notified by my staff at the time so I could have handled it right away to your satisfaction. I apologize and agree this should have been handled better. There was nothing deceptive or fraudulent intended. It was their opinion that the lamp was already damaged since there was water accumulation BUT, they should have consulted me about the liability that I would have accepted since our actions directly caused the lamp to become unstable. I am enclosing a check in the amount of $133.70 with my sincere apology. We have been in business for more than 32 years and have been long standing members of the Better Business Bureau who can attest to our willingness to serve our customers in an honest and professional manner. Sincerely, ********* **** Owner, Kahala Shell