Complaints

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:06/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We already had financing in the works on our own. That's when the paperwork went over to the finance office and where the problems started. ********* was almost impossible to contact. He was always busy with other customers so we emailed him often, with few replies.. We went back and fourth over a week. Things got forgotten on their end so we had to post office several times. They assured us they were working on getting shipping dates during this time although 3 days later we are told ******* was getting shipment date. We reached out to ******* because we needed our vehicle already and did not hear anything. Its amazing that you can make a deal within a day at a dealerahip and drive off the lot vs this situation. We emailed ******* because he was busy when we called. We never got a response. We called next day and he was off work. We asked for a sales manager whom could not be bothered to take our call. Instead, we sat on hold for about 20 minutes or longer waiting for the sales manager.However, in reality, the manager told the phone attendant he did not have access to shipping information, only ******* would (which blows my mind because the manager of any establishment should have full function for operations, more so than an employee). So while i was left on hold, they attempted to reach out to ******* and I was told they waited 10 minutes for his response which never came through. Then I was told they would call me if they heard from him. 2 days later ******* left a voicemail for us to call him. We called back, nobody answered. We waited a few hours and called again. He told us he just got ahold of shipping and the vehicle would be here in roughly 3 weeks. So, now, we will have been in this for over a MONTH and the first payment is due before we even get the car. At this point, I am at a loss for words, with the unprofessionalism, blatant disregard for customer service, or anything. Talked to mgr today finally and nothong changed.

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Military personal purchase a car, paid cash. And was never told about the condition of the car.the repairs would have cost more than the purchase of the car. Our men and woman fight for this counrty and should be treated with respect.

• Initial Complaint

  Date:04/02/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 bought my 2020 Tahoe on February 10, 2025. On February 24th I emailed the sales **** explaining how disappointed I was that the Tahoe got serviced through *** before I bought the vehicle according to car fax, but 2 weeks and less than 100 miles later, Im cleaning oil spills on my driveway. I received 1 phone call to hear my concerns. I was told Ill be getting another call. Ive made multiple phone calls with no answers. Another phone call with someone will reach out as they are busy. March 19th I have to use drysweep and concentrated formula to clean the oil spills on my street where the Tahoe has been parked. The technicians did not do a good job and if this is how I get treated after buying my 2nd car from Honolulu GMC, I will not ever return nor recommend buying from here. If the inspection was done as stated like the oil and filter getting changed, that oil leak would have been noticed immediately. Point inspection? Someone had to know about this leak and said nothing as bad as it was. I immediately called a shop nearby to fix the issue, $600 later!

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On the 25th of February, myself and daughter took our GMC ****** to Honolulu GMC to repair a tire, rotate tires and oil change. Was confirmed by Service Manager work would be done by 1200hrs. Returned at 1200 to pickup vehicle and was only then in receipt of a text stating the tire could not be repaired and replacement would need to be ordered as he didn't think it would arrive on this day. An appointment was set to return the next day at 0900 in which we did. Upon checking in on this day, it was advised that they did not have the tire and we would have to return once again on the 3rd of March to get it replaced and it was then that I advised them that due to the miscommunications between him and the parts department we, both myself and my daughter were not called to prevent us from having to drive from ******* to ****** during traffic hours and should have received a call to inform of the non receipt of tire and reschedule. Nothing. Several attempts to discuss this with the General Manager as well as the Service manager has been unsuccessful and escalation to the Coorporate level has also fell on deaf ears. Please assist in helping us resolve this issue.

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair 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.

  We bought a 2024 ****** used vehicle with 358 miles on it. It has a balancing issue or alignment. The steering wheel shakes when it hits 62 mph. Sales person ***** said call ****** literally like hours after we drove the vehicle off the lot. That it was not their problem. We brought it in the next morning at 730am, service looked at it, and agreed it has a shake on the steering wheel but that they didnt want to do anything because ****** is strict about their warranty. We asked to exchange the vehicle for another vehicle because we expected a 2024 with low miles to not have any issues. ***** the sales person said, there is no such thing. Poor ***************** Do not even drive up. After being loyal customers at Infiniti **********************, we decided to switch and try something else. BIG MISTAKE. It was not about the down payment, or the high interest rate. Please tell your friends and family to save themselves from the disappointment. No Aloha here.

  Business Response

  Date: 07/01/2024

  Hello, we referred them to ****** because the vehicle is under factory warranty and this is likely an issue they would be able to address quickly and with no charge to the customer. If we can coordinate or schedule an appointment, please let us know. 

• Initial Complaint

  Date:12/19/2023

  Type:Sales and Advertising 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.

  Purchased a vehicle on 12/19/23. The vehicle we purchased was altered by the dealer between the test drive and the finalization of the purchase after consent was explicitly denied. Voiding the contract.We explained multiple times throughout the process, beginning before we even discussed price, that the vehicle was not to be cleaned in any way due to extreme chemical sensitivities. The vehicle was fine just as it was and we would take it dirty. The sales consultant we were working with, **************************************, assured us that nothing would be done to the vehicle except for filling the gas tank. In addition to us verbally impressing upon ******* how chemically sensitive my wife is, she personally witnessed how ill my wife got during a short test drive of another vehicle due to the chemical smell. It is difficult to believe that after the number of times that we brought it up and seeing my wife not feel well after chemical exposure that she misunderstood the importance of the situation.Unfortunately, they detailed the vehicle between the test drive and the finalization of the purchase after we explicitly denied consent. The vehicle was altered by the dealer making it undrivable by the primary owner.************************************** (Sales Consultant), *********************** (Sales Manager), and ***************************** (General Sales Manager) all admitted it was altered. ***** said we could bring it back which we were satisfied with. Soon after, got a call from ****** threating that if we brought it back he would send it to collections and he downplayed the issue as if it were a non-issue.Lithia Auto Group bought several Hawaii Dealerships, it is a shame they didnt keep the Aloha. Throwing around Hawaiian words by mainland owned companies does not make their business practices ok.

  Business Response

  Date: 12/30/2023

  The customer claims that rinsing the vehicle off with water as part of our delivery process was an alteration. There were no alterations to the vehicle. "As-is" is used to describe the warranty on the vehicle. Just as the vehicle is sold as is, there is no right of refusal or return policy of the vehicle. The dealership offered to work with the customer to remove an odor that the customer claimed was impeding the drivability of the vehicle. The customer threatened to cancel their check, which would result in their account being sent to collections by our check cashing third party. 

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21032850
  
  I am rejecting this response because: The business response does not align with the conversations that were had.
  
  As mentioned in our complaint, during the sale we conveyed multiple times that the vehicle could not be washed, wiped down, etc., regardless of their normal delivery process.  The salesperson agreed to this.  The issue arose because the dealership did not follow through with what was agreed to.  People make mistakes, it happens.  While we understand that we are outliers in that most people want to drive a shiny clean car off of a lot, any suggestion that chemical sensitivity due to a medical condition is imaginary and/or does not exist is offensive and disappointing.
  
  The solution proposed by the dealership was that they were going to clean it again. Using more chemicals to remove chemicals is illogical, especially given our unique circumstance.  This was explained to them.
  
  When the return of the vehicle was discussed with the sales manager there was talk of how that would happen, including what would happen to the check that we wrote.  The day we purchased the vehicle the dealership verified our check in their system, we had even emailed a screen shot of our account balance to the finance person to provide further proof that the funds were there.  The check was cashed.
  
  The frustration on our part is we chose the vehicle because we were specifically looking for something that had been sitting on a car lot for quite some time to give ample opportunity for the vehicle to off-gas from the cleaning that is typically done during a dealership intake procedure.  Had we known that we would be purchasing a vehicle that would need to be sitting in our driveway for a few months so the chemicals could dissipate, quite frankly we would have opted to spend more money for a different choice.  If the dealership had honored their Ekahi Experience and stood by their Satisfaction Promise. We stand behind our vehicles with confidence. For in-stock new and pre-owned vehicles, we offer a 5-day, 250-mile exchange policy, providing you with ultimate peace of mind. Then we would have been able to bring the vehicle back and exchanged it for another vehicle.  If we had to accept that the vehicle we purchased would be undrivable for a time then it would have been OUR choice, not because an error was made by someone else and then we were gaslit about it.  Because of their refusal to let us bring back the vehicle at all, the general managers dismissal of our concern because he did not feel it was a valid concern, we are requesting a return and refund.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought my 2012 truck on 11 Jan. **** said he would have the truck serviced and cleaned upon my return from a trip on 17 Jan and he would pick me up from the airport. Got home and saw spare tire was in the bed and no ************ was in the truck. Called **** the next day to inform him but because he was leaving the state to get married he couldn't help me till he got back on 27 Jan. ** 28 ***** called him to let him know that there was an expired vehicle registration, no safety check emblem, and a safety recall on the pax air bag was not done. He said he had the **** with all the tools. He called and said that he had made an appointment for the other issues on 3 Feb @9:30 am. ** Jan 30, I get an email from the dealership and Carfax to rate the service of my truck on 19 Jan. @ ****** miles. ******* was ****** when I drove off the lot on 17 Jan. *** truck was at my home on that day. Got to the dealership @ 9:07 am, Feb 3 for the work to be done on my truck. ***** said it would take a couple of hours, so I waited and Waited! Walking around the I noticed my truck parked in the back not being worked on. After questioning how long more it would take, she finally came out and said they're doing the paperwork, should be ready soon. Left the dealer @ 2:15 pm jumped on the freeway turned on the A/C & the Pax side is blowing cold air while the driver side is blowing hot air. Went back to the dealer and told ***** we have a problem. She went outside and confirmed exactly what I said was wrong & would check with the mech. 5 minutes later she tells me that they only worked on the pax side of the truck so how can they be at fault & that they were short of mechanics, that they were only 4 mechanics. I told her I have worked 39 yrs as an acft mechanic & know that problems just don't materialize! Loose connections, not properly grd just by accident can cause simple problems. She insisted they were right! ***y should have had the mech at least chk it with a computer to see what the fault is

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased a used 2018 Acadia in 10/2021. I was very hesitant on the purchase as I'm a single income family, but was in need of a larger car and the mileage was low on the *** so I felt it would last me a long time. 8-9 months later it started having stalling issues that would occur randomly. I took my Acadia to an auto repair shop 4 times, but because the stalling didn't happen while they test drove it they weren't able to diagnose the problem and they suggested I take it back to the dealer ctr to have them check it. I left multiple messages with the **C's service ***** with no call back then the stalling issue happened again, but this time it seemed worse. Stalled multiple times within a short distance and when I accelerated there was a loud snapping sound. I barely made it home and noticed that it doesn't accelerate. Since then I've left a total of 15 messages with no call back. I've even tried leaving messages with the sales *****, left a message through chat, also left a message with the ** and also emailed him. This has got to be THE WORST service and I will NEVER buy a **C again. I have no means of transportation as I cannot afford to rent a car or uber everywhere I need to go. I can't even get questions answered regarding the coverage on my warranty.