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:04/29/2025

  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.

  My husband and I purchased a 2020 Land Rover Discovery from Acura of Honolulu on July 27, 2024. Initial Defect (July 27, 2024): Immediately upon purchase, the key fob was inoperable. Key Fob Repair Cost (August 14, 2024): When we returned to Acura of Honolulu to address the key fob issue, we were presented with a repair bill of $768.98. Title Delay: It took several months to receive the vehicle title, requiring multiple inquiries from our lienholder, USAA, Expired Safety Inspection: The vehicle was sold with an expired safety inspection sticker (dated March 2024). We paid a $695 "Seller Safety Inspection Fee" despite performing the necessary steps ourselves.Coolant ************ Rover Referral (August 14, 2024): We reported a recurring Low Coolant warning light. Acura initially deemed it harmless but subsequently directed us to Land Rover of Honolulu for repairs, citing their exclusive access to parts. Recurring Warning Lights (August January 2025): We continued to experience random warning lights, including the tire pressure indicator, which a local mechanic confirmed was inaccurate.Engine Failure & "Limp Home Mode" (January 2025): While driving on the highway, the engine light flashed, and the vehicle entered Limp Home Mode, forcing us to pull over in a dangerous situation.Unacceptable Trade-In Offer (January 2025): We contacted Sales Manager **** ****** seeking a vehicle exchange. While offered two comparable SUVs, the trade-in value for our Land Rover ($14,000), was significantly below its recent sale price of $22,445 only six months prior, resulting in an unaffordable overall cost.Repeated Land Rover Repairs (January April 2025): Acura referred the vehicle back to **********, where it was diagnosed with a coolant leak (the same issue initially dismissed by Acura). The repairs took nine weeks.Current Status (April 21, 2025): The vehicle is currently at Land Rover of Honolulu, where technicians have been unable to diagnose

  Business Response

  Date: 04/30/2025

  This guest bought a pre-owned vehicle, with a valid warranty at time of purchase.

  If there was an issue with the vehicle, at that time, it would have been covered fully, under warranty, by ***********  We, as a dealer, every week, have a vehicle under our care that has a warranty related issue, and we sent them to their respective dealerships to be repaired, complimentary.  If this vehicle had such issue, it would have been a free repair, at no cost to us, and would never be declined.  However, there was nothing wrong with this vehicle at that time, and this problem, 7 months later, after the warranty has expired, a new issue has occurred.  Sadly, even after the encouragement of my finance department, Mrs. **** DECLINED the Service Contract that would step in, after her warranty expired, to handle issues like this.

  What we are finding is a case of a person who is expecting the dealer to be the warranty provider, complimentary, on a vehicle not in our care.  We have had multiple conversations with Mrs. **** over this, and we fail to express upon them that we are not mutual owners of an out of warranty **********, and her declining protections against issues that have now come about is not a reason for her to complain in every channel, from BBB to Yelp to my office over this.  

  We fix them when they are in need of repairs.  We sell them.  But we do not make them, and we cannot guarantee any vehicles life expectancy, or in this case, any small or large repair that needs repaired over time.  There will be no assistance from the dealer, in that respect, but we value our guests' and do what we can, when we can.  The team here did nothing incorrectly or maliciously.  Again, the vehicle was sold under FULL FACTORY WARRANTY, and if that issue was present at that time, either us or Mrs **** could have had it repaired, for free.  But it wasn't broken.  And it is now.  And there lies the problem.  

   

  Thanks

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

  General Manager

  Acura of Honolulu

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23266304
  
  I am rejecting this response because it is clear that the dealership did not take responsibility for selling a vehicle that had not undergone the proper checks. This was evident when one of the two key fobs was inoperable even before leaving the lot, and the safety inspection sticker was expired (dated March 2024, while we purchased the vehicle on July 27, 2024). If the proper checks had been conducted, at least two of our issues would not have occurred. It is unreasonable to blame the customer for not purchasing an additional warranty for issues that were present before leaving the lot on the day of purchase. At a minimum, we expect a full refund of the $695 fee we paid for the Seller Safety Inspection Fee and the replacement of the second key fob, which was inoperable on the day we purchased the vehicle.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:03/05/2025

  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.

  Bought a used minivan ***JUNE 2023*** as soon as we PCS'ed here, & were frantic for a vehicle. We paid $20,000 ($3K was used car warranty). Of that, $795 for a used vehicle inspection that guaranteed there were no ID'ed defects over $1000.The van went into the shop after a week, and they had it for *10 MONTHS* and I'd driven 512 MILES!!! I had to pay over $3100 to get my vehicle back, AND IT WAS APR 2024!!!Issues with the vehicle after purchase:1. Oil leak on a valve cover on a camshaft sensor - both sides 2. Both front struts were worn out and the left side was also leaking - rec. to replace both, dealership replaced only the left. Quoted aprox $1800.3. The brakes needed replaced (3mm)4. Lower engine mount broken ($?)5. The exhaust system broken ($2171.93+tax to fix)6. Bad steering column joint - steering column needs replacing (est $1296.92)7. Faulty control arms ($1723)8. Oil seeping down from front valve cover and into the front exhaust. ($260)9. The radiator was leaking coolant and needed replacing (est $1986.31, but offered $1676.65)10. Leaking steering column 11. When we got the van back we found LOCKS DON'T WORK (est $1500 at dif shop)THATS ABOUT $11,000!!!THE VEHICLE WAS SENT HOME BROKEN ABOUT 3 TIMES OVER THESE 10 MONTHS, BUT HAD TO GO IMMEDIATELY BACK.The $800 question is:1. DID THEY INSPECT IT, & DID NOT REPORT THESE ISSUES?***OR***2. DID THEY NOT EVEN DO THE INSPECTION, & CHARGED ME FOR IT?I HAVE BEEN WITHOUT MY VEHICLE NOW FOR 11 OF THE 20 MONTHS I HAVE OWNED THIS VEHICLE & have spent over $5000 on repairs, & CONSTANTLY WORRIED about it breaking down.DEC 2024: $822 for BRAKES.JAN 2025 - ITS BACK THERE. CHECK ENGINE LIGHT CAME ON 1/10/2025. WHILE WAITING FOR ACURA TO "TRY TO GET THRU TO CHRYSLER" MY VEHICLE DIED IN THE MIDDLE OF THE **** ON 2/10/25 WITH 6 CHILDREN IN THE CAR. $460 FOR ******************** IT THEN FINALLY GETS TO ACURA. ITS BEEN THERE SINCE 2/14 AND I HAVE BEEN WITHOUT A VEHICLE 3wks, WITH NO END IN SIGHT!

  Business Response

  Date: 03/05/2025

  *** *********, General Manager here at Acura of Honolulu.  The vehicle was purchased before my arrival to the store, but I was brought up to speed in ********************************************************************************************* our service department.

  However, omitted from this review are the age, mileage, and ownership history.  This vehicle is 8 years old, and was sold with over ******* miles, approaching 2 years ago.

  Now, I take personal pride in giving our guests as much as I can, when I can, but on e a vehicle described above, any aftermarket warranty available was declined at time of purchase, because anything can happen.  Acura of Honolulu is NOT a 50/50 partner in the ownership of an 8 year old domestic van with over ******* miles, and cannot be held responsible for the overall build quality and future cost of ownership.  It was a vehicle purchased that fit into our guest's size requirements, and budget.  Other newer, more reliable, lower mileaged vehicles were available, but declined, in lieu of what can be a higher future cost of ownership.

  This vehicle has a new mechanical problem, years later, which is not based on dealership neglect, but based on misfortune.  We should not be retaliated against for this.  This is also a problem we are welcome to repair, but not complimentary, and if by returning to **, there is a miscommunication about out obligations in this scenario, please let me know, directly.  

  We have nothing further to add on this, and the above statement should illustrate the fact we have done nothing wrong and Acura of Honolulu will assume no responsibility for the Chrysler Product. 

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23022151
  
  I am rejecting this response because:

  All we have asked for ***eatedly is a copy of this $800 used vehicle ***ort on our vehicle prior to purchase, and the cost of ***airs on the defects identified.

  We have asked for it several times from the **, Sales Manager and Service Manager,  and my service *** and no one has been able to even produce the ***ort. 

  Either it wasnt done, and we were charged $800 for nothing, or it was done, and defects were not disclosed. 

  Many of these things should have been disclosed with the inspection, like the need for new brakes. Had we had any idea, we would have never purchased this vehicle.

  This is a very simple request and should be easy to accommodate. 
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 03/21/2025

  We provided the original inspection report several times in the past.

  We provided the warranty vendor the report.

  We have held up our end of the obligation with this vehicle and it's overall age/mileage also warrant the vehicle being sold AS-IS.

  Thanks for your time, but we will not be participating in the ownership of this vehicle by way of repairs.

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

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23022151
  
  I am rejecting this response because:

  We saw the Used Vehicle Inspection for the first time yesterday. The inspection form is hand written, undated, no invoice number and no mileage - there is nothing that would confirm when it was actually done.
  
  It doesn't even meet the "minimum requirements" of the inspection by failing to include the measurements of the brake pads, but somehow passes "hot driveability" and claims the steering wheel is solid "at any speed". In addition, there are claims it passed almost all of the items on the "road test". The interesting thing here though, is that on the invoice it's came stapled to, the mileage at the start of the service (*******) is equal to the mileage out (*******), and also equal to the mileage at the time Acura of Honolulu acquired the vehicle from the previous owner (*******). The mileage when we purchased it, was just one mile more (*******). Its also clear that there was no bother to check for open recalls or to investigate why the tire pressure lights were on.
  
  This inspection report reinforces my suspicion that there was no used car inspection done on this vehicle.
  
  In addition to the previously stated issues with this vehicle, the starter was just replaced (unsure of the cost of this repair, but was told the warranty covered it) and now it needs new fuel injectors, at an estimated cost of $2100 to me.
  
  So, on this vehicle that we paid EIGHT HUNDRED DOLLARS for the Used Car Inspection, where Acura drove it ZERO miles, and didn't even change the oil or check it for recalls, but was still able to assure us it was in great condition... the "misfortune" was ours, because we actually HAD to drive this vehicle, and after only 150 miles, it went into the service center at Acura for TEN MONTHS, and we had to pay $3100 to get it. Then we drove it for only NINE MONTHS, and spent $2000 in repairs during that time, and now it's been in the shop for almost another TWO MONTHS and needs another $2100 in repairs.
  
  That's 12 MONTHS without our vehicle and over $7000 in repairs just out of our pocket.
  
  If there had been $800 of inspection done on this vehicle to start with, many of these issues would have been discovered, and i would like to assume they would have been disclosed to us, before we purchased it, we NEVER would have bought this vehicle. 
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:07/18/2024

  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 agreed to sell my car to the dealership. We negotiated a price and verified the payoff with the credit union. I asked the dealership if it would be quicker and easier for me to make the payoff at the credit union and deliver it to the dealership myself or have them conduct the transaction. The dealership said it would be quicker and easier if they handled it. After signing all of the paperwork they informed me that they would not pay the agreed to purchase price until they made the payoff. They said it could take up to two weeks. It has been over three weeks and they have not even attempted to make the payoff to the credit union. They still have my vehicle and have not provided me a timeline for any payment. What recourse do I have?

  Business Response

  Date: 08/13/2024

  We have read over ********************* complaint and understand his frustration.  On 6/28, this guest came to our business in hopes of selling his vehicle.  We agreed to purchase it, and with their being a lien against it, we have to pay them directly.  This action, plus the proper documentation signed, ensures the dealer receives a free-and-clear title, and if there are additional fees holding up any registration in the State of ******, it would be identified at that time.  We cannot write a check to a guest in hopes they pay off their loan, nor will the bank accept a check from him that is not his check to give, which is why everything is send via ***** or *** with tracking from our location to theirs.
  
  I see the vehicle was paid off and title received on July 19th, and this is typical of payoffs with lenders.  We asked the bank for a 20 day payoff because this is the appropriate length of time for the turn around for a transaction like this, and he self-admitted he was told this, and agreed to this, at time of transaction.  We have held our end of the obligation in the time permitted and agreed upon, and no malicious intent should be implied.  
  
  If there are additional issues, I am always available and our records indicate no attempt was made by ***************** to contact us to even ask any follow up questions about this matter.
   
  
  **********************************
  
  General Manager Honolulu Acura

• Initial Complaint

  Date:01/20/2024

  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.

  Hi my name is ****** and Im filling a complaint about the Honolulu Acura dealership they are forcing me to buy a car I dont want. Acuras financial services has sent me a bill for a car I dont want or have I have not taken any key or driven the car off there lot. I also told the Acuras general manager I wanted to cancel the contract multiple times I also have video and voice recording of me telling Acura I wanted to cancel the contract because the contact was invalid because I havent made any down payment to the car and they still filed the contact to there financial services and now Im getting a monthly bill for a car I dont have. Also I didnt approve or gave Acura my consent to make any payments for me but I gotten a monthly statement from Acuras financial services saying I owe $37,526.66 but on the contact it say I owe $37,998.46 so that means someone in Acura payed $471.8 in my name which I never agreed on or wanted. Dealership try to get me to commit fraud as i did not put $5000 on the down payment as the contact states. Please I would like this to get resolved by acura canceling this contract and fixing my credit score back to before this whole incident and also I would like Acura to be off my credit history. Please I need help I have a baby on way and my credit score went down also 150 points from this incident. I really feel like Im getting fraud.

• Initial Complaint

  Date:11/25/2023

  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.

  Purchased an Acura in March 28,2023. I original purchased an optional service contract. I decided to cancel the service contract in April 11, 2023. Dealer has not processed the cancelation and has not refunded the purchase price and refuses to ************* or respond to my messages.

  Customer Answer

  Date: 12/22/2023

  I would just like to say that after I made the complaint, Acura took action instantly and made everything right. They treated me really good. They fixed the problem with my car and also gave me a loaner to use and they also waived the deductible. 

• Initial Complaint

  Date:10/14/2022

  Type:Product 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.

  OK the dealership ripped me off and the buyers order did not match the finance contract. I went back in several times to demand that they return the $795 for the home valet. I believe that they are attempting to steal from me because I was not educated in America. I demand my money back and ask for more money back from the cancellation on the extended warranty.

• Initial Complaint

  Date:08/18/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  In January 2022 I purchased a used 2015 ****** Versa from Acura of Honolulu. I had no problems with the car until about 2 weeks when the ** stopped working. Since my car was still under warranty my car was to be repaired with no cost. When I brought the ****** in, they gave me a loaner vehicle. Acura had my car for about 2 - 3 weeks as they were waiting for parts to arrive to repair the **. After the repair was done I returned the loaner car and got my ******. After two to three days the ** began blowing hot air again. This continued to to repeat the same cycle with Acura over the course of 7 months, I bring my car in for about 2 - 3 weeks, and they give me a loaner car while my ** gets repaired and they return my car with the ** not working after 2 - 3 days. After the 4th time bringing the ****** back to Acura, they decided they no longer give loaner cars to used car repairs. My ** was still not repaired. This continued for another 3 times, I brought my ****** in, they refuse me a loaner car, and then dont fix my **. The 7th time bringing my ****** back, Acura decided to outsource my car to Fantastik Auto Repair Shop. On August 4th, I picked up my car from ********************* and the service manager explained to me that the evaporator core and expansion valve needed to be replaced. I was confused as they had just been replaced by Acura, but he said it was likely installed incorrectly. Acura decided that they would replace the evaporator core and expansion valve themselves, instead of paying ********************* to replace it, even after Acura had installed those parts incorrectly. Now, this had been my 8th time returning to Acura to repair my ** and they still refused me a loaner car. I was hoping it would be my last time bringing my ****** back, however it was still not fixed. I have been extremely patient and understanding throughout the entire process, but it has been nearly 8 months since this problem began, and it is STILL not fixed.

  Business Response

  Date: 08/31/2022

  The client purchased the vehicle "AS-IS" and as a reputable dealer, we did make several attempts to fix the vehicle. During the last repair we were not able to give a loaner vehicle because like every dealer in the US, we are also short on vehicles. Also, the client parked our vehicles in "No Parking Zones" and we received tickets on them in the mail and the client did not inform us them as they are responsible for informing us and paying for the citations.

  Customer Answer

  Date: 09/11/2022

   
  Complaint: 17724075
  
  I am rejecting this response because:

  The car was purchased with working ** and broke shortly after purchase. The car was still under warranty for 3 months after purchase so it was the responsibility of the dealership to fix the *** As a reputable dealer, the ** should have been fixed the first time I brought it in. 

  I have no recollection of receiving any tickets and did not park in any "NO PARKING" areas. If this was an issue, I could have easily been contacted about it.

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