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Business Profile

Car Dealers

Kama’aina Motors

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/19/2023

    Type:Product Issues
    Status:
    Answered
    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.
    10/09/23: Collected $310.01 (warranty deductible is $200 with the promise that the $110.01 would be refunded when work was done) to start a/c warranty repair. Their diagnosis of evaporator and condensor replacement was not believed by the insurance company; therefore pictures were requested. I returned on 10/12/23 for them to take pictures which supposedly they did. After two weeks of very poor communication and me driving there several times just to speak with them, Kamaaina Motors said in order to take acceptable pictures, they would have to charge me an additional $5500 and no guaranty repair would be covered. Keep in mind that their quote submitted to insurance for repair was $4000 but wanted $5500 + $310 from me? In my opinion this place is a complete scam; and my proof is the overcharge and no service provided, the request for $5500 up front for warranty worked quoted at $4000, and the fact that I left and went elsewhere where no leaks were detected and a top off of freon has my a/c working beautifully. No refund provided.

    Business Response

    Date: 11/20/2023

    Please allow me the time to look into the concern and provdie a response to the concern.

     

    Thank yoiu.

    Business Response

    Date: 11/21/2023

    I had an opportunity to look into the claim and speak with the Manager involved.   *** service contract requires that we tear down to the point of failure and confirm that the concern is a factory defect.  If a factory defect is present and the component is covered, they will cover the repair, parts and labor minus any deductible.  However, if the point of failure is not a factory defect, they will not cover the repair. An example of this would be if a rat got into the system and damaged the housing or core.  The customer is responsible for any DG or teardown until the contract confirms coverage.   That is the *** process. 

    Since not repair was completed the DG Charge was not covered by the ***.

    Customer Answer

    Date: 11/29/2023

    Answer unacceptable.  Kamaaiana Motors never address the fact in their answer that they diagnosed $5500 worth of unneccesary repairs for a cost of $310 when the next a/c shop found no leaks, topped off with freon, and car works perfectly for over a month now.  In my opinion, fraudulant business practices and no work was done for $310 (not even freon added).  Refusal of refund (even difference between charge and insurance deductible as promised when paid).

    Business Response

    Date: 12/08/2023

    It is a common practices for service contact companies to require,  video, photo or documentation to process a claim, espcially when  the claim is a large amount.  Also our reports show that during your visit on 10/9/2023 that .20KG of Frieon was recovered from  you ** system when it requires  .56Kg which indicates a leak as ** is a sealed system.  Charging the ** will refilled the system, but based on the size of the leak the system may be operable for hours, days or months.

    Kamaaina Motors has followed Standard Operating Procedures and will not issue a refund.

    Customer Answer

    Date: 12/12/2023

     
    Complaint: 20892522

    I am rejecting this response because:

     

    1) service was not provided and warranty claim was not handled when thats why hired.

     

    2) misdiagnosed with two major components said bad at same time, and is reason why warranty company flagged claim and second air ********* found no leaks.  Fraud   

    Refusal of refund has/will lead to unfavorable reviews to colleagues and on social media.   **** never utilize this business for any reason. Expensive resolution for business vs refunding. 

    Sincerely,

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

    Business Response

    Date: 12/13/2023

    Our previous statements covers your concerns.   

    Company stands by orginal statements.

  • Initial Complaint

    Date:12/01/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 week of September 20 2022. I took my 2018 ram **** into Kamaaina motors for warranty issue dealing with severe oil leaks on the engine. It was assessed and deemed under warranty. The said that parts would be ordered and work completed within 2 weeks. At the end of 2 weeks I contacted them again to see how progress was. I was told they were still waiting on 1 part, a hex bolt that was ordered. Again they asked for 2 weeks maybe 3 I informed them to please be in contact with me on progress. I contacted them again on Oct 27th and was again given the same excuse and wait time. On nov 18 to 30 after much back and forth in that time they said that if I could find the bolt from a mopar parts dealer they would purchase it and complete my repairs. On dec 1 after a lot of calls to mopar parts suppliers I found the parts at 2 ram dealers on the west coast ************* and Heriston Chrystler. I relayed the info to my dealers parts manager *********. She informed me that they had already know about both dealers and was not getting the parts from them because of shipping charges. I then went on to call ram support and file a complaint (case#********) and explained the same as above. They then told me that I either had to continue to do business with my dealer or purchase the parts on my own. A little about me. I am a small business licensed contractor in the *************** which depends on that vehicle to do my work and being without it for 3 months has cost me considerable revenue. The shipping charges to me is no excuse as there would be shipping charges regardless being that we are located on the big island of ****** in the middle of the Pacific Ocean. Although that specific part (mopar #********) has a back order for new production the part is available for purchase through over 10 distributors across the US. Now my dealer has stated that I would be unable to purchase the part and that they need to get it to have warranty. Keep in mind that all this is over a bolt

    Business Response

    Date: 12/05/2022

    Kamaaina Motors has been aggressively trying to obtain the bolts needed to complete the repairs on **************** 2018 Ram ****. Both our parts/service Managers have ordered the required bolts multi times and the orders keep getting cancel order push back due to lack of availability. We have even put in request for the bolts from other dealerships, but they were not released, and we even attempted to order the parts though Mopar online sources only to have the order not be successful,because the online retailer advertised that they had the component in stock,when in fact the did not.


    Our Service Manager ******** has been in constant contact with the customer regarding his vehicle and she even got a rental approved from the **** There has been effective communication on our end, but not so much from the customer. Our current ETA for the bolts needed for the repair is scheduled to arrive on the 12/12/2022,but due to the history, it would not be uncommon for the bolts to get pushed backed again. This is a common occurrence in today market due to the supply and demand issues. The dealerships has no control over the situation of parts arrival.

    The dealership has been doing everything in their power to address **************** vehicle.

Kama’aina Motors is NOT a BBB Accredited Business.

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