Complaints

This profile includes complaints for BMW of Honolulu's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

BMW of Honolulu has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  BMW of Honolulu

  777 Kapiolani Blvd Honolulu, HI 96813-5211

  
• 

  BMW of Honolulu

  410 Koloa St Kahului, HI 96732-2478

  

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:01/24/2025

  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.

  On Tuesday 1/14/2025 I contacted AAA for towing service due to my 2018 *** i3 car's dead battery. "808 towing" company was dispatched to tow my vehicle from my residence to *** Maui dealership for repair of a dead battery, I have pictures of my car on the towing truck at my residence. My car's windshield was intact, without damage at this time. Four days later on Saturday 1/18/2025 at the time of pick up of my car from *** Maui dealership it was found that my car had sustained an obviously large fracture across the windshield on the driver's side. The *** Maui service employee, without mention of the damage, allowed the vehicle to be driven away. Only after it was pointed out to him at that time he claimed that he had seen it originally on Tuesday, 30 minutes after it was dropped off by the towing company but failed to make note of it. Per AAA direction I contacted the "808 towing" company manager regarding the damaged windshield and was informed that they would take no responsibility in this matter. The manager referred to the damage as an "Act of God".Per AAA direction I contacted the *** Maui dealership manager who related that there are no video or still photos of the vehicle, nor paper forms assessing the vehicle following acceptance from the towing company. *** does not accept responsibility for ********** accepts no responsibility for the damage.I am without a drive able car; had to make a car insurance claim with State Farm, and now waiting 4 weeks for a replacement windshield.

  

  Business Response

  Date: 02/07/2025

  Upon hearing of the cracked windshield I checked in with the service advisor that checked in the vehicle off the tow truck. The service advisor saw the crack in the windshield when the vehicle arrived. Not knowing the condition of the vehicle before it was towed in, the advisor assumed the customer was aware of the crack. I spoke with Mr. ****** and explained what we found the windshield cracked on arrival and he stated he would be calling the tow truck company and file a claim with them for the crack. I also spoke with Mr. ******** concern that the service advisor did not inform him of the cracked windshield. I expressed my apologies to Mr. ****** about not being informed. He then again explained his plan to have AAA or his insurance to cover the windshield repair. I escorted him to the parts department to order the windshield, he did order a windshield at that time, then canceled the order about an hour or so later according to my parts manager. I believe that our involvement with getting the windshield replaced was done at that time. Mr. ****** thanked me for my help and stated he did not believe that *** of Maui was responsible for the crack and was appreciative with the help I provided at that time. 

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

  Service Manager

  BMW of Maui

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22854524
  
  I am rejecting this response because : all companies involved ( AAA, 808 Towing, and ***)with this event are denying any responsibility or knowledge of the incident other than to express sympathy or claim "act of God",   I have given proof that the my vehicle was intact upon leaving my residence; however, none of the above companies can disavow themselves of responsibility for the damage to my vehicle.  The companies involved have the responsibility to the consumer to resolve this issue and be accountable for damages and other expenses incurred as a result.

  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:08/15/2024

  Type:Sales and Advertising 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.

  Purchase of a used *** i3 from *** of Hawaii, March 2024 The preowned car, sold as is, was guaranteed to have all safety features operational (seat belt, sensors, etc) upon sale. Upon receipt of the car (at *** of Maui) it was found that the above safety features were dysfunctional and *** of Hawaii refused *********************************** was contacted and they also refused responsibility but offered a "good will" gesture of a new safety belt; however, not covering installation.

  

  Business Response

  Date: 08/28/2024

  After reviewing Mr. ******** vehicle issue, we understand his frustration with the seatbelt and will goodwill the repair. His service advisor will reach out and schedule the repair. 
  
  He is a repeat customer and we value his continued business and apologize for the inconvenience this has caused. 

  
  *** Palms
  Vice President / General Manager

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22148971
  
  I am rejecting this response because it is only half resolved;  the seatbelt was satisfactorily installed; however, there is no resolution regarding the vehicle safety sensors.  *** Hawaii wants to charge me for just a diagnostic test on the vehicle sensors costing over $240 and also pay for any repairs.  Again, the vehicle was sold claiming that there were no problems with these items.  I'm not asking for "Good will"; but rather fair and honest business practices.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 09/27/2024

  Our ****************** has reached out and left a voicemail for Mr. ******* We are not sure what safety sensors are being referred to, we want to assist Mr. ****** in resolving his vehicle concerns.

• Initial Complaint

  Date:05/03/2024

  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.

  Called service to cancel an appointment on an already tight schedule. woman named ****** working service ***** supervised by either ****** or ******* 5/3 at 9:09 am that lied and said phone call was not being recorded and just hung up on me rudely. Hung up on me. When she answered was slow, super nonchalant and casual, unprofessional, and sounded like she was under the influence of a controlled substance. She did not represent the business well, tried to argue with me and gave me attitude after I called her unprofessional, got mad I accused her of being slow and high on the job, then went off on an emotional rant about how shes never smoked weed in her life and that they drug test at her job. Then she just hung up check the phone calls

  

  Business Response

  Date: 05/14/2024

  Our Service Manager has made repeated attempts to contact **************** and has not been successful. We have interviewed our appointment setting staff and tried to review any call recordings in the system. Please contact our service manager, ****** and he can address ******************** concerns directly.

• Initial Complaint

  Date:02/26/2024

  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.

  On Feb 22, 2024, I took my car to service at **** *********************************************************************, with the promise of a loaner. I noticed the car was dirty with mud stains from the rain over most of the car and windshield glass. Then drove directly home to ********** where I decided to wipe the car to remove most of the mud stains. That is when I immediately noticed a dime size crack on the windshield, mid to lower area, just almost midway between driver and passenger. Upon returning to the dealer, I mentioned to the service advisor of the crack and he quickly accessed the situation to accuse me of the damage. Then I asked how he would assume that, if we didn't have the opportunity to walk through the car before driving off the lot. He said that was my option. Thereafter, he made me fill out an accident report and was told they would file an accident claim with my insurance provider. I asked how does he know for sure, as it could have been there before we got the car. But his response was all cars are thoroughly inspected upon previous return and ready for the next person to use. I also asked why the car was so dirty and he replied that they can't wash every car that goes out, especially if it rains. Being that the car was so dirty, it was highly difficult to see the windshield glass through the mud stains from the dirt and rain. The location where the cars are parked is in the open lot behind the service center, so anything is possible for debris or flying objects to pop in the area.

  

  Business Response

  Date: 03/07/2024

  Hello, I do apologize for this incident. Our dealership provided a courtesy loaner vehicle free of charge to ******************. The vehicle was brought back with a cracked windshield directly in the line of sight. The attached "vehicle use agreement" explains that the customer is responsible for any damages the vehicle sustains while in their possession. Furthermore there is a vehicle condition report that the customer initialed, noting that there is no damage to the vehicle or the windshield at the tike of pick up. Although I do agree that some damages may not be as clearly visible when the customer inspects the vehicle. However, it would be impossible to miss the lack of visibility as soon as you sit in the driver's seat. Attached is a photo of the windshield crack directly in the drivers line of sight. Thank you for your time, *****.

  Customer Answer

  Date: 03/17/2024

  I received one call from *****, who left a message and when I called back on 3/11/24, no one seemed able to help me but tell me the case was closed.  They transferred me to the adjuster, who till date has not returned my call to follow up what I need to do next.  One customer agent told me to pay *** my deductible which doesn't seem correct.  

  I, however do not agree to the damage where it was not possible to check the dirty car that was loaned to me.  That I believe was not good business and a sense of unfair business practices.  *********** adviser was rather vague to tell me to check the car and rather didn't care any further.  I do however, accept responsibility after all this seems to weigh positive in their court and make me the guilty party.  

  So as far as of today, this has not been resolved as Geico could not provide any paperwork to document what has transpired.  Also since *** is doing the repair, it doesn't seem correct as there is estimate of repairs but only one which they could totally inflate on their behalf. 

• Initial Complaint

  Date:02/16/2024

  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 paid 1 thousand dollars to have my new car I just bought to get a ceramic coating done after a couple days I decided I didnt want to do it through the dealership and called the finance manager and canceled my appointment and ask for a reimbursement , I waited a month and no calls or emails about when my money is coming. So I called the finance manager her name is **** and asked whats going on she told me that they cant give me the money back because the higher up said no I , asked so how am I going to get a refund , they told me its going to reflect on the balance I owe . Its financed through *** of ******* in the mainland an i already made my first payment on the car, if thats the case the thousand dollars they owe me should go towards my initial down payment which would be 32 thousand and I would be financing less and less interest I would be paying. The loan already went through with the original contract I signed minus the 1 thousand dollar I paid for accessories done Im wondering how they gonna put it towards my balance this sounds fishy thats why I need your help. l just want my money refunded to me thank you

  

  Business Response

  Date: 02/27/2024

  After reviewing ********* statement, I agree with him and a refund is in process, payable directly to him and not the bank. This should be wrapped up this week. 

• Initial Complaint

  Date:01/09/2024

  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 took my vehicle to *** mini KapoleiFor a diagnosis the diagnosis came back failing water pump I drop the vehicle off on Saturday around 2:30 PM they came back with a diagnosis around 330 or 4 PM they asked me if I wanted to proceed and informed me that it would be $3300 I am finding that that was fine they informed me that they would be ordering the parts Monday morning Monday morning around 6 AM I messaged my *** service assistant who was helping me with my vehicle I called and left a message as well as a text message stating that I did not want to continue with the repairs and that I would be paying for the diagnosis and picking up my vehicle later that day Nobody gave me a call back around 10:30 AM I called spoke with the technician informed him that I did not want to continue with the service he told me that he would help take care of that later on he called me informing me that the repairs that already been done I told him that that was unacceptable and if my car could be put back in the same condition that it was dropped off because the price was just not something that I can afford at the time as well as I had another shop offering the services for substantially less i.e. **** withPump and **** including the water pump They informed me that they could match that price when I came to pick my vehicle up they were trying to charge me ********************************************************************************************************************************* that there was nothing they can do I pick my vehicle up when I pick my vehicle up my vehicle had a light come on when I brought it back in it turned out that my vehicle had been damaged while in ***s care because the light that came on was not on when I brought my vehicle in to be diagnosed and it was due to a mixture of fuel which means that they had to have time to happen before I came up I told *** *** does notDoes not fix damage things that happened at the facility

  

  Business Response

  Date: 01/12/2024

  Although we have had multiple people involved in the approvals of this estimate, *********** in ******* acted in good faith in the repairs of this vehicle.  The car was brought to ** with a coolant issue, which we correctly diagnosed and provided an estimate for.  The estimate was approved, the work was completed, but between approval and completion, there was a call made to a Service Advisor at our sister location, not on site, that was not relayed to us.  The guest never took this vehicle elsewhere for an estimate, but simply ******************* Repairs and got a verbal estimate sight unseen, which unfortunately could never properly diagnose the issues of this scope.  The guest stated a price they were told it should cost, and per customer service, we discounted it heavily to simply offer assistance to help our customer, not because we were at fault.  After repairs the customer stated they were "advised" our location should have done additional repairs by the same shop (whom never saw the scope of repairs nor provided an estimate nor saw the vehicle in person) and we were trying to be held accountable for a new demand, which we declined.  Days after pick up, a CHECK ENGINE light came on, and per customer service, agreed to take a look at the vehicle, complimentary.  The issue stems from a air/fuel mixture issue, not only completely unrelated to the repairs completed by ***********, but the same Check Engine Fault was from well before his visit, evidently "cleared" by the owner or another facility in the past, and as that usually goes, has returned.  This issue is not because of incorrect repairs or lack of being thorough, but a different, underlying issue ignored by the guest in the past that is now being made out to be our fault.  There are fault scans to prove this.  From providing an inspection, a written estimate, approval and completion of the work, as well as trying to assist financially after an "armchair estimate" was provided elsewhere by a facility he could have taken the vehicle to if they were reputable or trustworthy, *********** in ******* has not acted in a way that should generate this complaint.  We are more than happy to work on this vehicle in the future and welcome this guest into our location, but we ask they closely look at our path of correction and see nothing was done out of turn.  

• Initial Complaint

  Date:12/13/2023

  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.

  I went in to have my car service for over heating. The car is a 2012 with an extended warranty from an outside provider. The repair estimate and recommendations were crazy. I have attached there recommendations as proof. If you have a Mini and live in Hawaii never go there for service. Will get ripped off. Who spends $34,000 in repairs for a $12,000 blue book car?

  

  Business Response

  Date: 12/13/2023

  ******************, 

  Your MINI ****** was towed in January of this year (11 months ago) and did not run. We attempted to do an engine integrity test to determine if there was adequate compression and were unable to because there was no coolant in the engine. 
  Our recommendation if you wanted the vehicle repaired was to replace the engine which is $18,000. You are 100% correct, that probably does not make sense on an 11 year old MINI ******. We have programs for existing MINI owners to trade in/buy a new, in-warranty MINI that *** be beneficial. 

  Unfortunately the price of an engine is the same for an 11 day old or 11 year-old vehicle, the parts do not discriminate or know the difference between cars.

• Initial Complaint

  Date:06/06/2023

  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.

  05/18/23 I brought my car to get fix at the *** dealer shop and they gave me a loaner 05/24/23 They damaged my car at the dealer so they are ***** to get fix I am small business owner and struggling because of Pandemic.so I am supporting my business doing Uber so I need my car for Uber but the loaner I can't use for the Uber.I haven't work since they damaged my car I can't make money to support my business and feed myfamily.Please help me The*** doesnt know when my car get fixed.

  

  Business Response

  Date: 06/29/2023

  The car was repaired and delivered back to customer. This issue has been resolved.

• Initial Complaint

  Date:06/01/2023

  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.

  I sold my 2016 **** Explorer to Mini of Hawaii ******* on April 14 utilizing KBB cash offer. I still have not received payment for the sale of my car. On the same day I sold it Mini of Hawaii ******* they discovered there was an unpaid parking ticket. They agreed to take care of the parking ticket and deduct it from the sale price. I was assured that payment would be receive in 2 weeks. I also made ******* aware I was deploying in less than a week and would have no connectivity. On May 19th I sent ******* a follow up email to let him know, I have not received a check and that I would be on island for a few days. He informed me they were waiting on clearance from the **** That should not delay me receiving payment. It appears that the car is already sold as well because it isnt showing in the online inventory. This extended timeline is not normal in any circumstance when purchasing or selling a car.

  

  Business Response

  Date: 06/02/2023

  We appreciate our guest's patience on this matter.  

  We were alerted to the *** Ticket issue on May 21st, and was able to rectify on May 22nd with Pioneer Recovery on this guest's behalf.  Because Pioneer could not offer a receipt, which was frustrating for all of **, we had to wait until the *** "cleared" the registration, which took place a few days ago.  

  Phone # **************

  Citation # 1DTP-22-069030
  2 Violations of $70.00 not including service fees
  License plate SRZ 776

  The Check for our guest has been completed and we are awaiting a response as to his request for either a pick up or delivery of his funds.  

  Thank you.

   

• Initial Complaint

  Date:04/18/2023

  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.

  I took my car in for a safety inspection, on 4/23/22, and I needed my rear tint removed in order to pass, so the shop attempted to remove it. After 7-8 hours, they finally returned my car to me, but the tint wasn't fully removed. There's still a thin film of tint left on the windshield, which has made it unsafe for me to drive the car, especially in rainy weather.I took my car to a nearby tint shop to fix ***** error, and his assessment was that someone inexperienced with tint tried removing my tint. The shop owner then let me know that he would have to damage my rear defrosters in order to scrape the rest of the tint off, since the remaining layer is so thin. Rather than shelling out another $150 to have my windshield properly tinted and settling for damaged defrosters, I decided to try going back to the dealership to get some assistance.I spoke with ******* (from the *** dealership) and let him know that I paid full price, but received a half job, so I wanted help with sorting out the damage. He let me know that he would speak with the manager, who had left for the day, and that he would get back to me. I called back the following afternoon to check up on things, and ******* let me know thay he spoke with the manager and should have an answer soon. A couple of weeks later, I still haven't received any follow *****

  

  Business Response

  Date: 04/26/2023

  This repair order was from one year ago. The customer states that two weeks went by without contact, but then waited another 300+ days to seek a resolution. We are declining the customer's request to rectify the repair order due to time elapsed.