ComplaintsforBig Island Motors Inc.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car in for warranty work that was covered in full...the dealer broke parts off my car and released it to me without test driving it with warning lights still on...I have had to put parts in out of my pocket and deal with corporate office and ******** repair center and now another dealer to get my car fixed after they broke it..Big Island Motors will not answer my calls ...even ******** cannot get through to them. I had to replace speed sensors they broke off and now shims they did not replace as well as get an alignment.

  Customer response

  04/08/2024

  I spelled my last name wrong..due to being so upset...it is ***** not Davus

  Customer response

  04/20/2024

  We were able to get in touch with ********************* concerning this matter and ate following up with him for a resolution.  Thank you for your assistance. 

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I paid about $5,600 for a car at Big Island Motor in ****, **. The car was sold as-is. The car was driven for 3 days in town, but when we attempted to go home to Volcano, the car could not make it up the mountain. It had to be towed. We chose to take it to another dealership bc there was no trust for Big Island. After the tow & repair $750, we tried again to make it home. Again it would not make it up the mountain (only a steady incline, not steep). Same dealer came and got us, didn't charge for tow but could never find the problem. Big Island is only willing to charge $155/hour to diagnose the problem. Yes it was cheap, but isn't there an expectation that it will run for more than 3 days? What am I supposed to do with a car that can't get me home?Id like them to take the car back and refund my money. **** shot I know, but Im at a loss.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased a brand new 2023 Subaru Ascent on 8/2/2023. Vehicle was not inspected for factory defects... Cup holder near center console is missing a clip and there is also a visible paint defect under the clearcoat of the vehicles exterior paint. Attachments have been sent to big island motors sales staff and also attached to this complaint.Called service department first but was only able to leave a message, service department called me back a while later and from them was instructed to contact sales staff instead due to car being fairly new and it having factory defects. Contacted sales staff and was told that they will sort it out, as of today I have not received any replies, correspondence, or solutions.As a side note, This is the 2nd brand new car I bought from them, never had any of these problems with the first purchase.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My vehicle sustained massive failure on 10/21/21 due to a connector rod defect recall from *******.I spent Nov to March trying to get either Big Island Motors in **** or **** to take my Santa Fe in for repair.They gave me a complete run around. Finally on 4/8/2022 I paid to have my SUV towed to **** location.They refused to accept my SUV and I had to pay to have in stored in **** until May 3rd when they "could look at it".Big Island Motors has been in possession of my Santa Fe since May 3rd 2022 In total I have received 4 phone calls from this dealer.--May 3rd to confirm that my Santa Fe had been received (towed at my expense) at their location.--May 16th returning my voicemail to confirm that the engine did need to be replaced due to connector rod failure at ********* expense. My ***** Fe was #6 in line for a new engine --August 17th, I left 4 messages at the dealer with service receptionist, service manager, general number and dealer manager explaining that I would like a loaner car and/or will get legal counsel. Finally got a call back to say "we found a loaner car you can use".--August 18th I picked up a loaner car at the dealer, my car was #3 in line --Approx 4 months ago when "Lem" left a message to say my ***** Fe would be done the following Monday.I filed a complaint w/ National Consumer Affairs on 8/8/2022 and again on 3/10/2023 at ******* National Consumer Affairs Phone:************** ******* Motor America He cannot get any response from the dealer either (dozens of calls unreturned) Really appreciate BBB taking this complaint so other car owners will not suffer same situation with the repair failure/communication failure general incompetence and disregard.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had a recurring problem that couldn't be diagnosed or hadn't been fixed since my engine stalled back in Oct. 21, 2022 (at the time of this writing, dated Dec. 20, 2022.) It took 3 weeks for my vehicle waiting to be diagnosed as the car dealer's service department was too busy to have my car diagnosed at which time I was unable to drive my car and needed to rent a vehicle. About a year ago, my engine was replaced with a rebuilt engine under the extended warranty. During that repair, they had my car for over a month and allowed me to use a loaner vehicle. This time, I rented a car for 3 weeks which cost me over $700 and they couldnt find anything wrong. When I drove away, it stalled again & I had to return immediately then had to wait ANOTHER 3 weeks to get it checked AGAIN! The first time they replaced my ***************** were able to get me in right away on the same day but had to do it twice since the first one was faulty causing me to nearly miss my work that night. I'm so dissatisfied with the warranty that replaces with refurbished parts instead of new parts however apparently, that's how the industry handles replacing parts on new cars. The 2nd time my battery was replaced after being recently replaced w/ a new one from ******* they claimed was defective--so I paid another $175 to replace it with one they had. I then had to rent a car again since no loaner vehicles are available & they still didnt have a diagnosis! They've been backlogged w/ many other cars for engine repairs & major work & I've heard from other customers that work done and charged for on their cars haven't been completely repaired. I've also had other issues that arent working that they've worked on & haven't fixed such as the gas gauge going completely blank displaying empty after filling the tank and the driver's side window not rolling up completely. I'm mainly concerned with fixing my engine which is nearing 100K miles which ends the warranty. Since then, I had to wait about 6 wks for the parts to arrive and they claim the warranty won't cover additional hrs required to complete the engine harness assembly they finally diagnosed.

  Business response

  03/29/2023

  To the Better Business Bureau,

  We have already come to an amicable solution for *********************  I am sure that she will affirm that we've taken care of her situation.  If you have any questions, please do not hesitate to contact me.  My number is ************.

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

  General Manager

  Big Island Motors

  Customer response

  03/29/2023

   
  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,
  
  ***************************

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2009 ****** Prius in full from Big Island Motors in **** ****** on January 18th, 2023. When I bought the car they told me there were no issues with the car beside the touch screen not working, along with showing me the car facts proving it had no issues. I drove the car for a test drive and no lights were on. Less than an hour into buying the car and leaving the lot 4 lights came on indicating the car wasn't safe to be driving. I went back into the dealership the same day and had to fight with them to get a free code scan but it wouldn't be for a month. I got a name from one of the salesmen of a local guy who works on most of their used cars and he gave me a code read today. Come to find out from local that the lights have been turned off on purpose because the damage is so extreme no one would have bought the car knowing the extensive issues. I went back into the dealership with all the evidence I had gathered and they told me I was accusing them of things I couldn't prove and that it was my fault I bought the car. After threatening to get a lawyer involved they said they would only pay for a code read of the car nothing more even if it has all these issues because I bought the car as is, except I didn't know the car had all these issues while buying it. I asked if the code read from their shop could be done any sooner than a month and they said that it was all backed up. I told them how unsafe I feel driving the car and that It had already broken down in very unsafe places multiple times that I don't feel safe driving the car for another month to which then they told me our conversation was done. This seems very unethical to me, The dealership put my life in danger by not disclosing the extensive damages. The car is gonna cost more to fix than it cost to buy it. It has also been a month and they never sent over my title or any paperwork they were supposed to. Any solutions would be greatly appreciated.

  Business response

  02/13/2023

  To Whom it May ****************************** Reading over ****************** concern, it becomes very obvious through her own submitted Documentation, that she Purchased the 2009 Prius "As Is".  We don't appreciate our Integrity being questioned either.  She understood the Nature of the Purchase, at the time of Purchase.  This is our position on the Transaction.

   

  Respectfully,

   

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

  Customer response

  02/16/2023

   
  Complaint: 19367250
  
  I am rejecting this response because:
  I was advised that the monitor did not work. But I was not advised of the 3 things the diagnostic showed. I do not question the integrity of the dealership. But wouldn't the dealership have run a diagnostic on the car prior to placing it for sale. I also have not received my title in the mail or any of my signed paperwork that I was supposed to get a copy of, the dealership told me it would be to my house in two weeks and its now been over a month.

  sincerely,
  
  ***************************

  Business response

  02/22/2023

  To the Office of the BBB,

   

  We will be contacting the Customer to offer to take the car back, and refund her money.

  Customer response

  03/04/2023

   
  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. Im happy with the results and getting my money back for the car after returning it, just upset that the length it had to go through to get to this resolution. Thank you to the company for doing the right thing finally.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I arrived at Big Island Motors Kona on Tuesday June 7, 2022 around 3PM HST, and met with their sales rep **** to look at some used vehicles I was interested in buying. After looking around I asked to test drive a Chevrolet Traverse that was available, **** had asked another sales rep (don't remember his name) to go with me. We took the ***** Traverse out for a test drive and returned shortly. Upon returning my wife noticed one of the store employees parking a black ****** Maxima really close to our rental car, a black ****** Altima. A man in a blue tank top stepped out of the vehicle and started looking at the back of our rental vehicle. When I finished talking to the sales rep I noticed that the man was rubbing at the back bumper of our rental vehicle, I assumed maybe he was rubbing dirt off. Because the two cars were parked so close together I had to pull out a little to let my wife into our rental car, and that's why she noticed the damage to the rear bumper. I pulled the vehicle right back to its original position and checked and saw a deep gash on the passenger side rear bumper, then I saw a series of scratches along the driver side door and rear door of the ****** Maxima parked next to our rental car. I asked to speak to the manager and waited for 1/2 an hour with no show. When I went into their office to find out what's going on the sales rep indicated that the manager had called the local police and that he had forgotten to inform us. When the police arrived they took our statements and interviewed the employees present. While there was clearly a security camera overlooking the lot, because there was no criminal charge the police chose not to review the footage. After interviewing the staff, the police informed us that all of the staff including the man in the blue tank top responsible for the damage indicated they knew or saw nothing, despite the fact that the man in blue literally rubbed at the gash to try to cover up the damage.

  Business response

  06/14/2022

  To the BBB,

   

  After reviewing our evidence, it is our position that we are not at fault.

  Customer response

  06/16/2022

   
  Complaint: 17337910
  
  I am rejecting this response because: No evidence was presented by the business claiming they were not at fault. I have provided clear photographic evidence that shows their vehicle damaged next to mine consistent with the pattern of damage on my vehicle. If the business is not at fault, then release the video footage available or provide a detailed response to what evidence was reviewed.
  
  Sincerely,
  
  *******************

  Business response

  06/23/2022

  We reject the claim, based on the fact that both parties moved the vehicles in question.  Our Detailer stated that he did not damage ************ vehicle.

  Customer response

  06/27/2022

   
  Complaint: 17337910
  
  I am rejecting this response because: my vehicle was parked while I was out test driving one of the dealer's vehicles. The dealer claiming both vehicles moved is a blatant lie unless the dealer moved my vehicle without my permission while I was gone. Once again the dealer has not provided the video evidence to prove or disprove their counter argument.
  
  Sincerely,
  
  *******************

  Business response

  06/30/2022

  We stand by the statements made by our People. 

• Initial Complaint

  04/08/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My Mother, whom is in her 70's, purchased a van last summer 2021. When she bought she paid for the *** coverage. We paid off the loan quickly, paying it off December 26th 2021. We informed the dealership the very next day that the loan was paid off and that she would like the money owed to her from the *** coverage. They confirmed they owed her $601.00. It has been 4 months, dozens of phone calls and emails even directly to the *** yet nothing. My mom is saying, "Well, I guess they just aren't going to pay me and there's not a **** thing I can do about it." She's in her 70's. We can't get a lawyer for $601 but this isn't right. It's dishonest and unfair business practices. We are being scammed and robbed by a well known dealership and it's not right.

  Business response

  04/08/2022

  Aloha.

  customer's refund check was mailed out to them today.

  Mahalo,

  Customer response

  04/14/2022

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

*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. ↩