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:04/10/2025

  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.

  On 4/03/2025 Service Agent ******* ******* of Tony Honda, listed to me what was needed to complete the work order, but a part was not available, and she had to order it from CA. I got a text on 4/07, that it has arrived, and I called Honda to set the appointment for the installation, but the receptionists said, Kayelah will call about the service. Of course, no call from her, so on 4/08, I called her and left a message for an appointment to install the ordered part. Now, on 4/09, no reply from ******* or Tony Honda for the installation.

  

  Business Response

  Date: 04/14/2025

  Aloha,
  Apologies for the delay in getting back to you. Our Service team has reached out and set up an appointment to take care of the issues with your vehicle. We appreciate your patience and are looking forward to getting everything resolved for you.

  
  Let us know if you have any other questions in the meantime.

  Mahalo, 

  **** Group Autoplex

  Customer Answer

  Date: 04/17/2025

   
  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:02/16/2025

  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.

  To Whom It May Concern,I am filing a complaint against this dealership due to what I believe was a misleading diagnosis and unfair charges for repairs on my car last week.I visited the dealership to have my car diagnosed for the main issue affecting the warning sign in my dashboard. After the inspection, I was told I needed to pay over $1,000 for repairs. While I knew that repairs might be cheaper elsewhere, I decided to proceed since I was already there and wanted my car issue fixed already.About 30 minutes after the repair, I asked how much they would offer if I sold my car to them. They told me to wait while they prepared an estimate. A few hours later, they came back with an offer but also informed meafter I had already paid the $1,000+that there was a serious issue with the multipurpose camera system, which would cost $4,000 to ****** this point, I was confused. I originally came in for a diagnosis of my cars main issue because of the dashboard warning sign. They told me the repairs I paid over $1,000 for were necessary which I can get it fixed outside for less, but those repairs didnt actually fix the main problem I wanted resolved. Additionally, the multipurpose camera system issue was not even included in the original diagnosis or estimate, making me feel like I was ********* Concerns:Why wasnt the multipurpose camera issue diagnosed from the beginning?What exactly did I pay over $1,000 for if the main issue wasnt addressed?Why was I only told about the additional $4,000 repair after I had already paid for the first repair?I feel like I was scammed and misled into paying for something that did not solve the issue I initially came in for. I appreciate your time and look forward to your response.

  

  Business Response

  Date: 02/25/2025

  To whom it may concern, 

  We acknowledge that TONY HONDA received ** ******** concern via BBB. However, we checked TONY HONDA as well as **** GROUP  (location in *******), could not find any customer information about  MJ  KELLEY  in our entire system. We searched by customer's email address, past work history and even called ************** several times but calls were blocked by this person and could not even communicate. Customer's zip code , ***** seems to be the zip code of ********. Therefore, we were wondering, this customer might have mixed up ********************** with other dealerships in town.   Also, unfortunately, this customer did not indicate the make, model of the car either, Therefore, we are sorry to say this but at this time, we cannot assist this customer to solve the concern.

  May we ask you to give us more detailed information about this customer, and model, make of car? 

  *** ******

  Executive Assistant 

  **** GROUP ************ 

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22948349
  
  I am rejecting this response because:

  To Whom It May Concern,
  
  I appreciate your response. I want to clarify that I did, in fact, visit Tony Honda in *********, to my knowledge, is the only Tony Honda dealership on the island. There is no mix-up with another dealership.
  
  The vehicle in question is a 2020 Honda Fit, and I would like to understand why I was charged over $1,000 for repairs before being informed that an additional $4,000 repair was needed to fix the actual issue. If my car was properly inspected at the start, why wasnt the multipurpose camera system issue diagnosed from the beginning? What was the purpose of the initial inspection and estimate if it didnt fully identify the problem?
  
  This situation feels misleading because I authorized the first repair believing it would fix the issue, only to be told afterward that another major repair was necessary. Had I been given the full picture upfront, I would not have proceeded with the initial $1,000+ repair and proceeded with the main issue instead.
  
  Additionally, I am currently overseas, which is why I have not received any calls. However, I am available to communicate via email. Please provide a proper explanation regarding the diagnosis process and why I wasnt given a complete estimate at the start.
  
  I look forward to your response.
  
  Thank you.
  
  Sincerely,
  
  ** ******

  

  Business Response

  Date: 03/03/2025

  Thank you for responding

  However, would you please provide us the more detail information.

  A) vehicle vin no

  B) register owner's information

  C) invoice number 

  therefore, we can do the through investigation.

  waiting to hear from ** *****.

   

  Mahalo 

  ****** *****

  Tony Honda service mgr.

   

   

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22948349
  
  I am rejecting this response because:
  

  Good day,

  Thank you for your response and for looking into this matter. As requested, here is the information needed for your investigation:
  VIN: Last 9 XLM708128
  Registered Owner: *. *******
  Invoice Number: 177664 | Tag # *** 
  I appreciate your time in reviewing this situation and look forward to your response. Please let me know if any further information is needed.

  
  Sincerely,
  
  ** ******

  

  Business Response

  Date: 03/13/2025

  Aloha BBB,

  
  Thank you for reaching out. Based on the details provided by ** ******, we have gathered the facts regarding this complaint. However, since ** ****** is not listed as the registered owner of the vehicle, we are unable to move forward or discuss the matter further with them. In order to proceed, we will need to either speak directly with the registered owner or receive a written document from the owner authorizing ** ****** to represent them in this matter.

  
  Please connect with ** ****** and advise,

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 22948349
  
  I am rejecting this response because:
  

  Good day,

  Sounds good. Thank you for the clarification. Could you kindly provide the necessary contact information, such as an email, so that the registered owner should use to reach out directly? Additionally, we will ensure that the owner includes the complaint ID number for better reference when contacting you. I appreciate your assistance.

  Sincerely,
  
  ** ******

  

  Business Response

  Date: 04/02/2025

  Aloha ** ******,

  
  Thank you for reaching out. ****** *****, our Service Manager at Tony Honda, has been made aware and will be on the lookout for a response from the registered owner. They can reach him directly at *************************************************************** or by phone at ************.

  
  Please ensure the owner includes the complaint ID number for reference when reaching out. Let us know if you need anything else.

  Mahalo, 

  **** Group

  
  

• Initial Complaint

  Date:11/29/2024

  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 am filing a formal complaint against Tony Honda regarding unresolved issues with my vehicle purchase and registration, which have caused significant financial strain over the past seven months. In April 2024, I purchased a vehicle and financed it through Navy Federal at an interest rate of 4.06%. Since then, I have not received the proper registration, despite being told it would take no more than 30 days. Seven months later, Navy Federal increased my interest rate to 14%, citing delays in processing paperwork. When I contacted Tony Honda, I received a dismissive response from finance manager ***** ******, who said, I have your money now, so I could care less about what happens. This unprofessional behavior is unacceptable, especially as a customer who trusted the dealership to handle the transaction properly. Additionally, a colleague who purchased from Tony Honda also faced registration delays, which highlights systemic issues at the dealership. As a service member, this situation has caused unnecessary stress and financial hardship. I rely on timely service to manage my finances and military responsibilities. The interest rate hike and delayed registration are placing an undue burden on me through no fault of my own. I request the Better Business Bureau investigate and help facilitate a resolution. Specifically, I seek: Immediate processing and delivery of my vehicle registration, Reversal of the interest rate increase to 4.06%and accountability from Tony Honda for poor customer service and failure to fulfill their contractual obligations, including a formal apology.

  

  Business Response

  Date: 12/05/2024

  To whom it may concern,
  
  Thank you for bringing this matter to our attention and allowing us the opportunity to respond to the customers concern. On May 1st, 2024, Mr. ********* **** purchased a 2024 Honda Civic from Tony Honda with the understanding, that he would secure financing through Navy ********************.
  
  During the processing of Mr.***** ********** our titling team discovered that the signed registration application was missing. We immediately reached out to Mr. **** through various means and continued to do so over the ensuing weeks, requesting that he return to provide us the needed document. Unfortunately, Mr. **** did not respond to our messages, and it wasnt until sometime in November that we finally received a return call and visit from him. During the visit, Mr. **** refused to sign the needed documents and left the dealership.
  
  On November 13th Mr.**** returned to the dealership and signed the document.  We immediately began the process of registering his vehicle with the City & County of ********. This process takes at least three to four weeks and once completed, Mr. **** will be notified that his registration is ready to be picked up.
  
  I apologize for any mistakes that may have occurred and we have done everything possible, given the circumstances, to complete this process.
  
  Sincerely,
  
  
  ***** ******
  Variable Operations Director
  **** Group
  

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22619865
  
  I am rejecting this response because:

  To Whom It May Concern,
  

  I am deeply disappointed by Tony Honda's response to my original complaint, as it combines partial truths and misrepresentations to obscure the dealership's mishandling of my vehicle purchase and registration.
  Inaccuracies in Your Response
  Your statement fails to address critical issues while presenting a version of events that is both misleading and dismissive:

  
  Unprofessional and Dismissive Behavior

  
  During my initial visit to the dealership on November 12, 2024, you explicitly stated in person, "I have your money now, so I could care less about what happens." This unprofessional remark highlights a lack of accountability and customer care. I am confident that any recordings or witness accounts from that day will confirm your inappropriate behavior.

  
  Failure to Communicate

  
  Your claim that Tony Honda repeatedly contacted me regarding the missing paperwork is entirely false. I called your dealership every month since purchasing the vehicle on May 1, 2024, inquiring about my plates and registration. I left my contact information with receptionists numerous times and followed up persistently. The only callback I received was from a salesperson who stated they had passed my number alongyet no one from your team followed up. To suggest otherwise is disingenuous.

  
  Dishonesty Regarding Documentation

  
  During my visit, I requested copies of all paperwork related to my purchase. You initially agreed to provide them but later reneged, claiming you never made such an offer. Calling me a liar in this situation further reflects poorly on your professionalism and character.

  
  Ongoing Issues

  
  Despite assurances that the registration process would take 2-3 weeks following the November 13, 2024, signing of the paperwork, I still do not have my plates or registration as of December 5, ****** days later. Today, during a follow-up phone call, it was confirmed by a receptionist that the process typically takes 2-3 weeks but ***** ****** now says that it will take 3-4 weeks in his complaint response. This shifting timeline appears to be a convenient attempt to excuse yet another delay and highlights the continued mishandling of my case.

  
  Unaddressed Concerns from My Original Complaint

  Your response fails to address any of the resolutions I outlined:

  1) Immediate processing and delivery of my vehicle registration

  This remains incomplete.

  2) Reversal of the interest rate increase to 4.06%

  I have not received any communication or effort to resolve the financial strain caused by your delays.

  
  3) Accountability and a formal apology

  Your response deflects blame onto me, rather than accepting responsibility for the dealerships failure to fulfill its contractual obligations and provide basic customer service.

  Compensation for Financial and Emotional Impact

  
  In addition to the unresolved issues, Tony Honda has yet to offer any compensation for the financial burden and stress caused by your mishandling of my registration. As a customer who entrusted your dealership to handle this process, I am owed not only the completion of my registration but also reparations for the undue hardship this situation has caused.

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

• Initial Complaint

  Date:10/03/2024

  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 brought my Honda CRV in for a routine oil change that was prepaid. I was told that a cabin filter was due to be replaced. I replied well they're about $10 go ahead.Upon checkout I was shocked to be presented with a bill for $150.52. I questioned and was told that those cabin filters were very expensive. I later researched and the average $10 to $15. If an item is over $100 they are suppose to present you with the estimate. This was not done. I was in a hurry and asked for them to email me a receipt. This was never done. I was SCAMMED.

  

  Business Response

  Date: 10/08/2024

  Dear Mr. Mann,
  
  I’m Kurtis Tsuha – Tony Honda service manager.
  I apologize for the miscommunication and inconvenience we
  caused you regarding your cabin filter quote.
  May I please get your permission to refund $150.52 to the
  same credit card you paid with.
  Please let me know.
  
  I shared your complaint with my staff to insure this doesn’t
  happen again going forward.
  
  Thank you
  Kurtis 

• Initial Complaint

  Date:09/19/2024

  Type:Product 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.

  On September 10, 2024, we bought a 2025 Silver CRV Hybrid-L from sales associate ****** *****. During the process, finance manager ******* ******* pressured us and rushed us into signing documents on a tablet and paper documents and told us she will explain what we are signing afterward. After we signed all the documents, she called ****** that we are ready and kicked us out to the door. After we got home, we looked over the contract, we discovered we bought 5 add-ons totaling $10777.88 that we didn't know we bought it. The add-on was financed into our 48 months auto loans. The next morning on September 11, 2024, at 10:15 a.m., we went back to Tony Honda at ******, Hawaii and demanded to cancel all 5 add-ons. Long story short, no matter what ******* ******* said, we insisted to cancel all 5 add-ons. We then given a cancellation form to sign. ******* ******* told us it will take her 10 days to process the cancellation. I know she didn't start processing our contract and add-on product yet. But she still pushes through our contract and add-on in, so they can make money out of us. As of today, we still didn't see our refund in our car loan account. We just want the finance department to process the refund ASAP, a $10777.88 refund back to our car loan account. Here the breakdown of the add-on products that was charged to our car loan and a cancellation form was submitted on September 11, 24 to cancel all these add-ons. Quantum $1995; **** Care Protection Plus $2352; **** Care Maintenance Plan $299.88, Assurant Gap $1200; Service Contract **** Care Extended Warranty $4446, totaling $10292.88 plus the *****% tax that was paid through financing on these add-ons, $485. A Totaling of $10777.88. Please issued this refund **** back to our car loan account. We won't close our case until we see the refund back to our car loan account. I can still see the extended warranty and the Assurant Gap is still showing active online.

• Initial Complaint

  Date:12/17/2023

  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.

  Bought a pre-owned certified 2022 Honda Civic Touring in early June 2023. The car was listed at $29,999. They had the vehicle tucked away in the back, but they said it was for sale. I test-drove the car, and I thought it was great for its price. In August I heard a ticking/static-like noise coming from the front/driver side of my car when I was driving it around. I assume that it may be a shortage in the front speaker so I took it back to the dealership to have it fixed. They said that it would be a few days as they said they were waiting for a part to come in. 3 days past and I took it back and they said they replaced the wire and it did have a shortage. The following morning, I heard the noise again and I reached out to the dealership. This time I said they would need to do more diagnostics on the car to pinpoint where the noise is coming from. After 3 weeks I finally got my car back to hear the noise yet again the next morning. After trying to reach out to the service advisor numerous times to get another appointment and my invoice detailing what they had done, I had to go there to schedule an appointment in person for the issue and an oil change as the financial person advised me to do so as I had so many oil changes to this year. After showing the techs that this is a known issue with Civics and the noise online they took my car for the 3rd time. The next morning it was there so the 4th time they say they pretty much took the entire front steering wheel assembly apart. 30 days later they said the car was fixed and I could test drive it. I drove it and didn't hear the noise at first, but the thing is the noise always appears in the morning. Now it's during the whole day. When I'm driving after work on the H1 in traffic going 6 MPH I hear it. This dealership now is trying to pass me off to another dealership. Absolutely unprofessional and I had Hondas all of my life. American Honda and the bank I finance the car is aware but they're telling me to work with them.

  

  Business Response

  Date: 12/21/2023

  Dear BBB,
  
  ****************** Civic had an intermittent buzzing noise that only occurred during morning driving (7am), on rough roads.  After driving for about 5 minutes the noise goes away.  The noise was very challenging to pin point and correct.
  My shop ******* did a quality check on the repair after correcting the intermittent noise;  remaining noises were commercially acceptable. I informed **************** please wait until the noises become more obvious and consistent before we pursue further repairs. Furthermore, I informed **************** he is welcome to get a second opinion from another Honda dealer, as his vehicle is still under the basic warranty.  
  As a courtesy, we absorbed the cost of a rental vehicle during this entire repair and filled up his gas tank because we needed to drive a lot to pin point and correct the noise.   
  
  Also on November 8th, **************** came to the dealership to discuss the possibility of trading his used vehicle in for a new vehicle.
  Our sales department provided him with a price quote, trade in value and monthly payments for a new vehicle.
  He told us he wanted to think it over but our sales department never heard back from him so we assumed he was fine with keeping his vehicle.
  
  
  Sincerely
  ***********************
  Tony Honda service manager
  
  

• Initial Complaint

  Date:01/29/2023

  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.

  Predator practice. I let ASRs a vehicle in 2017. And almost a month later I was contacted by finance mgr ***** stating that he was unaware of the dealerships no lease policy to Uber drivers. I already had drive the vehicle over **** ********************* said it would be no problem converting to finance. I presented an offer of $20000 in addition to the $**** I had down and call it a sale iwa surprised when ***** returned and said that management had declined the offer but countered by offering me an extended warranty package worth $**** free of charge as N incentive to convert. I accepted only to find out at. the end of the year that ***** had charged me for it During the processing of the paperwork ***** had gotten me to sign the paperwork for the purchase of the package. I was trusting his honesty and that at how it came to pass. At the end of the year I asked my bank why was my loan unusually high the balance they told me to go check with the dealership upon doing so I brought my concern up to ***** and his remark was you expect me to remember everything that happened almost a year ago and I said yes I do because you were too much in fear that I would not convert. You probably wouldve remembered it like it happened yesterday try and get some resolve into this matter. I want to see the *** ************************ and his response was they go to but you gotta do go to the *** BBB, Attorney General bottom line is I got your signature and I got my a** covered and this is where we stand now

  

  Business Response

  Date: 02/02/2023

  Please review the attached 

  1) response to BBB dated 1/31/2023 regards to case No ******** , ***************************

  2) response sent to ************************** dated 9/3/2020 as your reference