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:02/27/2025

  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.

  This dealership sold me a car and didnt disclose underlying issues with it and is now refusing to work with me

  Business Response

  Date: 03/14/2025

  Thank you for bringing your concern to our attention. As previously discussed, there were no underlying issues with the vehicle that the dealership was aware of and confirmed this by reviewing our inspection. We offered to have the vehicle brought back for inspection at no cost and identified the issue of concern. We have offered to complete the repair at no additional cost in good faith. If you have further concerns, please reach out to me directly to discuss. Thank you. 

• Initial Complaint

  Date:02/14/2025

  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.

  HORRIBLE SERVICE. The service department is totally incompetent. They can never just fit you in - always require an appointment where you have to leave the car and come back days later. I scheduled service for a door handle recall and had to find rides back and forth SIX times for the same issue. Every time they screwed things up (once they didn't have the part they needed even though they scheduled the work, and once they sent it home worse than it was before the recall work where the door wasn't closing properly) and after six visits for the same issue, the problem is still not resolved. Then they felt bad for the 20+ hours I've spent dealing with them so they offered to have my car cleaned. But when I picked it up, guess what. They didn't clean it as they offered to and the door handles again are still not working properly so I'm back sitting in their lobby waiting room once again. On top of bad service is bad communication. I can never get a hold of them when I call and no one ever calls me back when I leave them voicemail, so the only way to speak with them is to drive down there and speak to them in person. Horrible experiences every time.

  Business Response

  Date: 03/14/2025

  Hello, 

  Thank you for being a Honolulu ** customer. I would like to apologize for the experience you have had and want to assure you that it is not our intention to provide an unsatisfactory experience. I would like to speak with you more in regard to the experience you have had and see what adjustments we can make to provide a better experience in the future. Please feel free to reach out to me directly. 

  Thank you. 

  -**** ******

  General Manager 

  Honolulu VW 

   

• Initial Complaint

  Date:09/05/2024

  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.

  Honolulu Volkswagen Dealership - I came in to purchase a car I saw online for about $13,500 on 8/26/24. - Used 2019 Volkswagen Jetta with ****** odometer.- Vehicle was ramped up to $22,000 after 1st offer with warranties & other additional costs.- Brought price down to $17605.28 financing ($331.96 for 72 months) and signed/purchased the car. - Insurance was taken out due to policies of dealership since I did not have an active insurance policy.- Car salesman told be car was being loaned to another customer at the moment & will be returned the next morning 8/27/24.- I called on 8/27/24 evening and the financer told me car hasn't been returned by lender.- I called again shortly after and cars salesman told me car is at the dealership and car will be fully serviced the following day 8/28/24. - Requested pictures of odometer and the vehicle. Never received any.- I called the following day on 8/28/24 and car salesman said car is still not ready. - I requested a loaner due to not receiving car I purchased and signed for. Dealership said they didn't have any available and vehicle will be ready asap. - I went to dealership in person on 8/28/24 evening and loaner was finally granted. Car salesman said vehicle will be ready on 8/29/24.- I spoke with general manager and he could not clarify the situation of why I didn't receive my vehicle on the date they confirmed.- I called out their miscommunication and unprofessionalism. They stated that in the State of Hawaii it is common for sellers to sell lended cars that aren't given the day of purchase. - I requested to terminate contract and deal on 8/28/24 and general manager granted cancellation. - Told me that a check with my deposit will be mailed. Have not received check as of 9/4/24.- General manager felt no remorse & provided no solutions. Persuaded me to think I was missing out on a good car deal.- General manager said not to post any negative reviews on yelp or any social media apps.- I was mislead & lied.

  Business Response

  Date: 05/26/2025

  Hello,
  Thank you for voicing your concerns. I see that we never responded to this concern in the past and wanted to reach out to you. Please give me a call at your earliest convenience. Thankyou. 
  -**** ******
  General Manager
  **********

• Initial Complaint

  Date:08/20/2024

  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.

  I purchased a 2015 Mini ****** ********** on March 10, 2024, and listed for sale on the ** Honolulu website. I paid $11,833 cash for the vehicle and a total of $13,667.99 with taxes and fees. I was not allowed to test drive the vehicle. I was originally told it would need to be cleaned and ready for pick up in a day or two, by *******, who I purchased the vehicle from. She transferred to another dealership and I was directed to be helped by someone ****. I was told that the vehicle needed to be inspected before I could pick it up, since it had yet to be inspected, only driven, prior to listing it for sale. That turned into ordering a part, which turned into another problem and more delays. When I picked the vehicle up in April and test drove it, large clouds of white smoke were coming from the exhaust, as I was leaving the dealership parking lot. I returned the vehicle and ** proceeded to run diagnostics. The vehicle wasnt ready for pick up until the last week of June. The vehicle is once again ejecting large clouds of white smoke, which it shouldnt, had the problem been fixed, when ** was supposed to be fixing the problems. There has been a huge lack of transparency, the new Carfax detailing what work has been done, after the white smoke, was never provided (as requested) there was no communication or updates with the vehicle over 2 months. I did pay out of pocket for a rental as well as using a rental provided by ** after the vehicle required more work. It was over 3.5 months before I was able to bring my purchase home and the issue of white smoke was not resolved.

  Business Response

  Date: 05/26/2025

  Hello,
  Thank you for voicing your concerns. I see that we never responded to this concern in the past and wanted to reach out to you. Please give me a call at your earliest convenience. Thankyou. 
  -**** ******
  General Manager
  **********

• Initial Complaint

  Date:08/15/2023

  Type:Product 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.

  Honolulu Volkswagen repaired my car without consulting myself (the owner) or my wife (authorized to make decisions on the car) I do not believe the fix was adequate. Additionally they repaired my car earlier in the month but failed to attach a cable from the shifter to the **** leading to my wife driving an unsafe vehicle for 1 week. When asked about this customer service department blatantly lies about consulting us prior to repair. And accepts 0 responsibility for the original botched repair job.

  Business Response

  Date: 05/26/2025

  Hello,
  Thank you for voicing your concerns. I see that we never responded to this concern in the past and wanted to reach out to you. Please give me a call at your earliest convenience. Thankyou. 
  -**** ******
  General Manager
  **********

• Initial Complaint

  Date:08/15/2023

  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.

  I brought my car in for repairs on may 26th. The damages were done to the windshield and I was told it would take a few weeks to a month for the parts to come in. I waited and when the month passed I reached out and they had no update. My rental was no longer covered by insurance and they were unable to provide any rental car. When I called again they told me my car wouldnt be ready until august. A few days later I followed up for a loaner and was told that the parts came in and it would be a week. One day passed and I called back because I needed an accurate estimate of time. When I called they said it was done, they didnt provide any updates ever and only gave me updates if I reached out. I was upset because I had already paid for a rental and all of a sudden my car was done. So I got my car and immediately noticed it was damaged from the repairs. The interior was stained and ripped which was not a part of the original damage and there was a gap in the windshield. I took my car back and they only addressed the upholstery so I had to continue to ask them about the gap in the windshield it wasnt until 3 weeks later after multiple calls and questions that they said it was installed improperly. They still have yet to give me a date of when my car can be repaired. It is clear no one checked the car after repairs and no one followed up on my inquired about the damaged until I kept calling. I am deeply upset that they cant even repair damages caused by them in a appropriate manner and are incredibly unprofessional.

  Business Response

  Date: 05/26/2025

  Hello,

  Thank you for voicing your concerns. I see that we never responded to this concern in the past and wanted to reach out to you. Please give me a call at your earliest convenience. Thankyou. 

  -**** ******

  General Manager

  **********

   

• Initial Complaint

  Date:07/26/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  This dealership puts a price ****** lower in the website and when you go see the car the dealership charges you ****** over Msrp. They should put on the website the real price including the ******.Nowhere in the website said there is a dealer mark up.

  Business Response

  Date: 08/07/2023

  In regard to complaint #********, it has been resolved to the satisfaction of all parties.

  Customer Answer

  Date: 08/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/08/2023

  The dealership called me to give me a discount of $9995 dollars in that car.. I accepted the discount.

• Initial Complaint

  Date:07/20/2023

  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.

  I canceled term protection and gap coverage from this dealership and received confirmation from VW Drive Easy that both my gap and term protection had been canceled and that I should receive a refund to my VW credit account in 6-8 weeks. I received these letters on May, 19th 2023. Till this day I have still not seen the refunds reflected on my account. Furthermore the selling dealership Honolulu Volkswagen has not responded to my repeated requests for an eta on these refunds. In addition to this I was also sold a brand new car with only 1 key because it was lost by the dealership on the night of the delivery. Till today I still have not received a 2nd key. I have been promised a second key but the dealership still has not made good on those promises. I would like my refunds for both the gap and term protection in addition to a 2nd key which I paid for when I purchased this car.

  Business Response

  Date: 08/07/2023

  Dear ****************, thanks for sharing your feedback. We're sorry your experience didn't match your expectations. I've attached a copy of two checks that were cut on July 27th and were mailed to your lienholder due to your cancellation request. *************** service advisor *************************** left a message to set up your 2nd set of key to program. Your vehicle needs to be at our service department to program key. 

   

  Please feel free to reach out to *************************** at ************ with any further comments, concerns, or suggestions you wish to share.

  Email ********************************** or myself at ********************* ************************************* 

   

• Initial Complaint

  Date:11/04/2022

  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 purchased (2) VW's on Sept 18th, 2022 from Honolulu Volkswagen. We had leased them for 36 mos prior, and choose to exercise the buyout options. Had nothing but problems with them trying to coordinate the paperwork. They even called trying to arrange picking them up! Even though we had communicated our intent to purchase.Once we sat down to sign, there were add'l charges on the contract. One being for Safety Check fees of $ 25 per vehicle. I asked for those fees to be removed. Had a valid safety check already. The finance manager flatly said NO to my request. His answer and attitude told me this was not going to go well. He proceeded to question the authenticity of the **** FEDERAL checks we had just picked up from the branch. He refused to call the 800 number in my presence (which is required) to verify the funds. Over the next 3 weeks he failed to negotiate the funds. **** FEDERAL made attempts to reach the Finance Manager at my request, however, he failed to answer any calls.I've told VW of ******* they had destroyed the likely hood of any future business with this dealership. They enriched themselves $ 50, at the cost of a customer who had leased or purchased 3 vehicles in the last 6 years. I'm seeking a return of those improperly collected funds.

  Business Response

  Date: 11/10/2022

  In regard to complaint #********, it has been resolved to the satisfaction of all parties.

• Initial Complaint

  Date:10/14/2022

  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.

  I purchased a 2016 *** 428i grand coupe, from the ** dealership down by the airport in Honolulu ******. They had made a couple comments about how tired I looked and how I was like falling asleep while waiting, they could tell that I was extremely tired because I work nights and I work A-day job as well so sometimes I don't get to sleep for like 24 to 48 hours. So they knew that I was extremely tired and desperate for a vehicle because we had told them we were paying $1400 a month to the rental car company. Now my credit score is extremely low it's down under 600 around 5 something so so immediately that's a trip for people like me to buy a vehicle to buy anything on credit.. There were a couple of times that I had mentioned well can you give me a discount or can you take some off of this, comma trying to bargain from asking price, they would not budge And me like my credit is so bad that this is just the best that I can get. So, I just took the deal that they gave me thinking because my credit was so low I was just gonna have to take whatever someone would give me. Fast forward till now, I go to a company called honest car payments and they told me after reviewing my contract that I was completely screwed.. They pointed out to me that the ** dealership added on to my loan a Warranty that cost over $4000. First, I knew nothing of this warranty, the dealership did not tell me about it they just added it on without even mentioning it. Second the warranty only covered me for ***** miles. They knew that I drive for Uber and I drive almost **** miles a month, so to make it even worse I was told that they could have got me for the same price, a ****** mile warranty but because they knew that I worked for Uber and they knew that I drove between **** to **** miles a month, they knew that selling me a plan that covered such low miles, that I would guarantee drive it out within a month or 2 and they would keep the rest of the money.

  Business Response

  Date: 11/08/2022

  In regard to complaint #********, we have reached out to the customer but they have not responded.