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:03/15/2025

  Type:Service or Repair 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.

  I purchased a Honda CRV EX-L (2015) for $20, ****** from **** Honda in Kona Hawaii on March 5th 2025. I was told by ******* ( the sales person that sold me the car) that there was no warranty on the car and I could purchase a warranty for $6, ****** and it would be good for 6 months or ***** miles. This did not sound like a good deal to me so I decided it. He also told me that the tires were brand new. When I came in to do the paperwork I sat down with a woman who then told me that ******* was wrong that I had a 6 month warranty on the car already and I should purchase the 60 month warranty for $6,******, I told her I did not have the money to purchase it as I was borrowing the money from my father, who did not authorize an extra $6,******. My father lives on the mainland and I could not get in touch with him to ask him. If they had been honest with me in the first place I could have gotten the extra warranty. I was told I had to purchase it that day and that day only. They seemed really agitated with me that I didn't have the money to purchase the extra warranty. I had the car for 7 days when all the emergency lights on the dashboard lit up. I called **** Honda and spoke with ******* who told me to bring it in the next morning to have them take care of the problem for me. I stated my concern about not being able to afford driving back and forth to ****, I live in ocean view, so he said he would fill the gas tank for me which I thought was very nice for them to do. They never filled the gas tank. Another lie!! Oh he also told me that all 4 tires were brand new and then the tires failed their inspection. Another lie!! I spent half my day waiting for my car to be done and when I got back to the dealership they told me it was going to cost almost $6,****** to fix my car and that they were not going to take care of it and it was my responsibility. ******* told me on the phone that they would take care of the problem. He also told me it had new tires, Both lies!!.

  

  Business Response

  Date: 03/20/2025

  To Whom It May Concern.
  
  Thank you for bringing this issue to our attention and allowing us time to address the concern. While identifying some missteps that occurred throughout the selling process that we have promptly addressed with our associates. The more important mechanical problems that arose after *** ****** took delivery were undetected by our technicians before the car had been sold to her. But since these mechanical failures occurred within a few days of *** ****** taking delivery it is incumbent upon Tony Honda Kona to complete the repairs at no cost to *** ******* I hope the solution we are presenting here will satisfy her grievance with Tony Honda Kona.

   

  Mahalo, 

  **** Group

  Customer Answer

  Date: 03/28/2025

  Good morning, my name is ******** ******, I filed a complaint against **** Honda, I received a call from them on Monday stating that they will fix the car at no charge to me and that he would call me back after he spoke with the person who ordered the parts. I have not heard back from him as of yet. I'm waiting to hear back from him. Thank you ******** Bowden 

  Customer Answer

  Date: 04/09/2025

  I have not heard back from him as of yet. I'm waiting to hear back from him. Thank you ******** Bowden 

  

  Business Response

  Date: 04/15/2025

  Aloha,
  We reached out to the General Manager at our Tony Honda Kona location and were advised that a follow-up was completed and coordination for your vehicle's service will be scheduled as soon as the parts arrive.
  Thank you for bringing this to our attention!

  
  Mahalo,

  **** Group 

  
  

  Customer Answer

  Date: 04/22/2025

   
  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,
  
  ******** ******

• Initial Complaint

  Date:09/17/2023

  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.

  On June 5,2023 I purchased a 2012 ****** Xterra S from Tony Honda Kona with the implied warranty from the salesman ********************* that the check engine light problem that was on would be fixed. My daughter and Son in Law both heard him say on numerous times that yes that engine light problem would be fixed. He said they fixed it but on the way home it came back on again. I took it back in to be serviced several times and again the check engine light kept coming on. They finally sent it to ****** who said it is the catalytic converter and **** and ***** both said it is now my problem. They refuse to fix it. As I understand, after doing some research, it is against the law to sell a vehicle with the check engine light on. I asked for my money back and was told no. I then asked if I could exchange it for another vehicle of equal value and again they said no. They did say they would give me $4000.00 trade in towards another vehicle, I paid $15,500. I just wanted them to fix the check engine light problem which I was assured would be fixed before I bought it but never was. I took ************************* implied warranty that they would fix the problem, I know now that I should have gotten his word in writing. I never would have purchased this vehicle if I knew they were not going to fix it. The Service Associate ************************* even assured my daughter and myself that the check engine light problem would be fixed on more than one occasion. I know I signed a Sold As Is paper but this was after I was assured that they had indeed fixed the problem which they did not! I do have text messages but have no idea how to upload them. I am 75 years old.

  

  Business Response

  Date: 09/20/2023

  9/20/2023
  
  Better Business Bureau
  Complaint # ********
  
  To whom it may concern,
  
  On June 5, 2023 ******************************* purchased a 2012 ****** Xterra (95N1AN0NW4CC509218) from Tony Honda Kona.
  
  Approximately a month earlier, on May 8, 2023 ********************** visited our dealership. During that visit she inspected and drove the car with her son-in-law,who she explained was a mechanic. At the time of their inspection we informed ****** that check engine light was on and we were going to have it checked. After completing their inspection and test drive, ********************** asked about the availability of a warranty, we explained that the vehicle is sold As Is but if she wanted, she could purchase an extended service contract for the vehicle.They thanked us and left the dealership.
  
  Tony Honda Kona had the vehicle mechanically inspected to determine the cause of the check engine light. We identified that the Mass Air Flow Sensor needed to be replaced, parts were ordered and installed.
  
  On June 5, 2023 ******************************* and her mechanic retuned to the dealership. They test drove and inspected the Xterra again, check engine light was off. Her mechanic approved the condition of the vehicle and she proceeded to purchase the vehicle in As Is condition. (see attached)
  
  Unfortunately, on June 15, 2023 ********************** returned to the dealership because the check engine light had come on again. After checking,we elected to send the vehicle to ****** for their diagnosis, they have identified a new issue and have recommended replacing the Three-way Catalytic Converter.
  
  Thank you for bringing this concern to our attention, as a show of good faith, Tony Honda Kona will offer $1000.00 in assistance toward the repair of Ms. ********** vehicle.
  
  Please contact me via email at ************************************** or by phone ************** if she elect to accept our offer or If there are any further questions.
  
  Sincerely,
  
  
  *************************
  General Manager

  please review the attached agreement signed by the guest. 

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20617702
  
  I am rejecting this response because:

  I have talked to a repair shop and they quoted me $3015.20 to repair the problem and I feel that ****************** should pay their share per ************************* Implied Warranty. The check engine light came back on 3 days after purchase and I, as well as my daughter, were told that they would fix the check engine light at no cost to me! I never told them my son in law was a mechanic and no mention of being sold "As Is" or a warranty was made until I signed the paperwork! I told **** repeatedly that my son in law was not a mechanic but he kept thinking he was. Both my daughter and son in law were witness to this. I had the vehicle in for repairs 3 times. I let them know on June 8 that the engine light was back on and then when they said they fixed it on July 7th on the way home, it came on again. I feel this was the issue all along and not the "new Issue" they said. they should pay their share to fix the problem!
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 10/03/2023

  Aloha, I am confused now. So what is the next step?

  Sincerely,

  *******************************

  Customer Answer

  Date: 10/04/2023

  *****, I just reread this and as I have never done this before, what is the next step? Is my last letter being looked at or is this case just closed with no further action taken? Is Tony Honda Kona just not responding? I did get a quote of #****.20 to fix the issue that they would not fix. The quote they gave me was close to $6000.00. Please help me to understand what is happening. Thank you so very much.

  Sincerely,

  *******************************

• Initial Complaint

  Date:11/13/2022

  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.

  I purchased a used vehicle, Mini ****** ********** S, License *************, on September 9, 2022. The next day I returned due to oil leak. They had the car a month, said repaired and I took possession. It was still leaking oil. Upon inspection by Big Island ************** Works (which had been booked upon purchase but delayed due to oil leak), several safety issues were discovered. The oil pan was deformed hence leak. The safety issues involve brake pads without sensors, blown shocks, brake light failure, and failed hood supports. The repairs have run to $6,000. I have met with the dealer, given them copies of all repairs, and written to them. They do not feel ready to issue a partial refund. My concern is that the Bill of Sale says $25.00 for 'Safety Check'. I do not believe the vehicle was sold in a safe to drive condition, and the Mechanic's Report bears this out. I am seeking a partial refund.

  

  Business Response

  Date: 11/17/2022

  Regarding concern:
  *********************************
  P.O. Box 4215
  ******-****, ** 96745

  
  To whom it may concern,

  
  Thank you for giving us an opportunity to respond to the complaint filed by *********************************. On September 9, 2022 Tony Honda Kona sold a 2012 Mini ****** to ******************. This vehicle was sold As Is without any implied warranty.  
  On or around September 10th, 2022 ****************** brought her vehicle into the dealership for an oil leak concern. ************** performed a diagnosis and found that the oil pan gasket was leaking. For customer satisfaction, we ordered the needed parts and repaired the leak at no expense to *******************
  Sometime later ****************** took her vehicle to ************** Works.  During that visit, European Auto Work recommended and apparently, performed addition work to the vehicle. ************************* was not made aware by *********************************, that she had any addition concerns. We were not given any opportunity inspect or repair the vehicle and were only contacted, after the described work was performed.
  As a show of good faith, ************************* will agree to a partial reimbursement in the amount of $500. Please let us know if ****************** would like to accept our offer and we will process a check ASAP.
  Sincerely,
  
  *************************
  General Sales Manager
  

  
  

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18398200
  
  I am rejecting this response because:
  

  I have attached reports from the mechanical inspection by ******************************. 

  These documents were sent to BBB with the complaint and should be considered. I informed Tony Honda Kona of the repairs by phone and in person including copies of reports and bills, before hand delivering a letter detailing the same. As I stated in my complaint, the inspection was scheduled before Tony Honda Kona had the vehicle for a month to repair the oil leak. The fact that it was still leaking oil after the 'repair' made me distrust their integrity and I chose to go ahead with the inspection. Work was found to be necessary to make the vehicle safe. I consider it a breach of public safety to sell a vehicle with unsafe brakes, shocks and hood struts. My complaint still stands.
  

  Sincerely,
  
  *********************************

  Customer Answer

  Date: 12/02/2022

  No, I do not wish to accept Tony Honda Kona's offer. Repairs have totalled ***** nd I consider $500 derisory.

  

  Business Response

  Date: 12/16/2022

  If ****************** would like to receive reimbursement of $500, Please contact Tony Honda Kona, general Mgr. Kiko by 12/31/2022.    
  

  
  

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18398200
  
  I am rejecting this response because:
  I have previously submitted my rejection and reasons, why am I being asked to do so again? The vehicle was unsafe and the amount they are offering after $6k repirs is derisory.
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/10/2022

  Type:Customer Service 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 had a consumer credit transaction for an automobile 05/27/2022. Tony Honda Kona employees failed to disclose all of my credit offers and used other deceptive tactics. I was manipulated into putting $4000.00 down on a $28,000.00 loan for a 2 year old used vehicle. The interest rate for that loan is *****%, which is deep subprime. I had a fair credit score at the time and should never have been given that interest rate. A Tony Honda Kona salesman asked my permission over the phone to view my consumer credit file and informed me that my credit was not bad. He said that they could surely help me obtain an automobile. After arriving at the dealership I was offer the one extremely high interest loan. I was told that this was the best that they could do and also told how bad my credit was. After signing under duress a few days later I learned that another company pulled my consumer credit file and offered me a better rate, ************************* withheld that information. I later called Tony Honda Kona to request copies of all the credit offers. The employee agreed to mail me the offers and never did so. I have lost thousands of dollars in interest charges in the last few months. There are also other issues with this transaction that I will not mention here.

  

  Business Response

  Date: 11/17/2022

  Tell us why here...November 17, 2022
  RE: ***********************************
         2020 Chevrolet Equinox Purchased 5/27/2022
  Dear Better Business Bureau,
  Please review our response to the letter written by *********************************** to the Better Business Bureau on 11/10/22:
  I was manipulated into putting $4,000.00 down on a $28,000.00 loan for a 2-year-old used vehicle
  
  On May 27, 2022 ******** signed the Credit Application, Sales Agreement and Finance Contract all reflecting a $4,000.00 down payment, at no time was she required to put that money down toward the purchase or forced to sign the agreements.   
  
  The Interest Rate for that loan is *****%, which is deep subprime.
  
  On May 27, 2022 Tony Honda Kona submitted the signed Credit Application to its lenders and received an approval the same day for the loan at the specified interest rate
  
  A Tony Honda Kona salesman asked my permission over the phone to view my consumer credit file and informed me that my credit was not bad
  
  On May 27, 2022 ******** visited the Tony Honda Kona website and completed an ************** application authorizing us to review her credit file. Company policy prohibits any employee to review credit without written authorization.
  
  After signing under duress a few days later I learned that another company pulled my consumer credit file and offered me a better rate, ************************* withheld that information. I later called Tony Honda Kona to request copies of all he credit offers. The employee agreed to mail me the offers and never did so.
  
  **** Automotive Group policy prohibits sharing copies of a lenders response to the credit applications with customers.
  
  Desired Settlement:
  Other (requires explanation)
  Refund; Replacement
  Therefore, if ******** disagrees with the terms and conditions of the transaction she signed to consummate, she can refinance or seek to replace it through other means.
  
  ***********************
  Cc: *************************, GSM ad Tony Honda Kona
         ***************** , F & I Manager

  Customer Answer

  Date: 11/19/2022

   
  Complaint: 18386861
  
  I am rejecting this response because: I have proof (recorded phone calls) that several employees have been dishonest.

  Dishonest statement made during the consumer transaction on 05/27/2022.
  Phone Recording 1: ***************************
  If youre on our website go to finance application, yes its a soft pull until we submit.
  (After I got off of the phone with him my credit monitoring service notified me of a hard inquiry from Tony Honda Kona).
  Phone Recording 2: ***************************
  If the bank says they will do it but they need additional down payment to cover some of that spread, do you have the ability to do that and up to what amount could you do that?
  (In the BBB response *********************** stated at no time was she required to put that money down toward the purchase. *********************** was not a party to the purchase and has no firsthand knowledge of any of the dishonest tactics that occurred during the consumer credit transaction on 05/27/2022. I signed all documents with the duress **** because I felt like dishonest tactics were being used. Furthermore, the down payment goes to the dealership and not the bank.)
  Phone Recording 3: ***************************
  I have a full approval from the bank, but they are asking for a few things. They are asking for $5000 down. *** thinks we can get it done with $4000 down but the bank requested $5000. The bank wants more to cover more.
  (In our initial conversation ******* asked me if a had a down payment, as if it was required. This statement shows that the down payment was definitely portrayed as a requirement for the purchase of the vehicle.******* continued to ask me to raise my down payment in almost every conversation we had, as if it was a requirement and as if the bank was requiring it for me to purchase the vehicle.)
  Phone Recording 4: *****************
  I only got 1 bank to do it. I got a good relationship with them. I sent it to Allied and Westlake. Santander, Thats the only one approval I got. Thats through Santander. I had to call that in to get that done. That is the only approval I got. If I had somewhere with a lower rate and I could get my check at the bottom without fees coming out of it. Id do it in a heartbeat. Its better for us. I just couldnt do it on this one.
  (***************** is very clear that I dont have any more credit approvals.Only the one from Santander, which is absolutely no true. This is just the only offer that he is willing to disclose to me. I will attach a copy of the other offer which has a lower down payment and interest rate. It was never disclosed to me. I had to contact ******** and request a copy of the approval.)
  Phone Recording 5: *******************************
  I will mail you copies of the screen shot approvals. You have the one other approval from ******************.
  (I called Tony Honda Kona after discovering that a credit offer wasnt disclosed to me. ******* agreed to mail me screenshots of the approvals and the denial. He verified my mailing address and never mailed me anything.)
  
  To everyone named in this letter, Tony Honda Kona and to whom it may concern, these dishonest statements are more than likely not all of the violation that occurred on that day. This was the worst car buy experience that I have ever had. I wish people would treat each other this way for money.I intend on pursuing this matter until I am restored financially. Feel free to call me and discuss remedy moving forward. You have until the closure of this BBB report before I seek legal representation and file my suit for damages. All of the referenced phone recordings will be used as proof/evidence of the blatant deception, dishonesty and disregard for consumers. Please do whats right or a jury will have to decide later.
  Regards,
  
  *****************************
  11-19-2022
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/06/2022

  December 6, 2022
  RE: ***********************************
         2020 Chevrolet Equinox Purchased 5/27/2022

  Dear Better Business Bureau,
  Please review our response to the letter written by *********************************** to the Better Business Bureau on 11/30/22:

  PLEASE SPEAK TO ALLEGED APPROVALFROM WESTLAKE (SEE ATTACHED DOCUMENT).

  
  The document GET READY FOR YOUR TEST DRIVE, generated from the website CarGurus representing ****************** for pre-qualified credit:
  Voucher Code: 57702961
  Voucher expires: 07/10/2022
  Disclosure:

  
  This pre-qualified loan offer may be accepted only by the name of the person identified in this offer voucher. This offer is subject to verification of acceptable income, employment status, and overall creditworthiness. This offer expires on 7/10/2022. You may also qualify for other loan products, subject to terms not covered by this offer. Fees and taxes are estimates and may vary. These pre-qualified terms are based on the assumption of the accuracy and verifiability of the information you provided in the pre-qualification process. This pre-qualification is not a determination of creditworthiness or a firm offer of credit. Terms are not final until you have signed a purchase contract with the dealer.
  
  The customer submitted for the pre-qualification online to Westlake through a third party independent of coming to the dealership. And, the reply ******** received clearly indicates it was not an offer of credit but only a pre-qualification.  ***********************, Finance Director 

  
  

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18386861
  
  I am rejecting this response because:

  
  

  Maybe Westlake emailed me the wrong approval document, I'm not sure. However, that doesn't change the fact that when I spoke with ******************************* he informed me that I indeed had an approval given to Tony Honda Kona on the day of my auto purchase. It seems like you all are desperate to continue the dishonesty. What don't you understand about me having these phone recording. Let me make it clear for you. TONY HONDA KONA'S AGENTS ARE ON PHONE RECORDINGS MAKING FALSE AND MISLEADING STATEMENTS. Tony Honda Kona and I both know how many credit offers I was approved for on 5/27/2022. Seems as though Tony Honda Kona is refusing to make this right. I will be contacting corporate with my intent to **** I have already filed a complaint with the consumer protection bureau.
  
  Sincerely,
  
  *****************************