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:02/05/2025

  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.

  This dealership valued my traded and I signed all the paperwork for that value they're were paying for my trade in and paying it off. And I signed the papers for a 2024 jeep gladiator I put my down payment of 899 and have had the vehicle since Jan 17th 2025 they called me 2 weeks later and said the vehicle had structure damage and needed more money down from me I told them it has a clean title and they saw the title is clean and I signed all the paperwork and I wasn't putting more money down and they said they're just gonna hold on to the paper work and cancel the deal. They've had my other jeep for 3 weeks and have no paid it off. And the new finance bank for the 2024 jeep gladiator is waiting for them to send the paper work.

• Initial Complaint

  Date:01/07/2025

  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.

  On Friday 1/3/2025 my wife brought our car to the **** dealership service department for an oil change and tire rotation. The service tech called us saying that the wheel bolt/stud was stripped and they were going to charge us for a new bolt. They bought a bolt and then said the wheel hub was stripped and the bolt will not tighten and that the part will cost $500 plus labor. I tried to let them know that they were the last place and only place that we have our tires rotated. They said that the bolt could just come like that if the tires werent rotated in a year and a half (the last tire rotation that was done by them). I talked to 2 different mechanics that told me that the bolt was cross threaded and that is due to the mechanics error and not normal wear and tear. The $500 part is back ordered until late February or March 2025. They dont give/have loaners is what they told us. The service manager kept insisting that the issue was because we didnt have it serviced there in over a year for a tire rotation. They still want me to pay 50% out of pocket. I have a picture of the stripped bolt. Why do I have to pay out of pocket for a part they broke. And they are going to charge labor on top of that.

  Customer Answer

  Date: 03/04/2025

  I have an update in regards to complaint #********. Upon picking up my car from Cutter Service department on 2/10/2025, I was charged the full price of the parts and labor of $530.42. I asked about the 50% off and the manager Chrystel said that since I filed a complaint with the BBB, they rescinded the offer of 50% off.

• Initial Complaint

  Date:11/11/2024

  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 bought a 23 grand Cherokee which they told me that they knew the owner and that he traded the car just because he was PCSing, immediately after purchase I started having trouble with the vehicle and I tried to contact them over the course of 2-3 days I even took the vehicle into their service department after 3 days of ownership I finally after contacting the service department I was put through to the sales manager and I told him my issues and that I didnt want the vehicle anymore. He told me that the financing had been funded so the vehicle is now my problem. I then asked for the general manager to call me back and the sales manager said that he would have the ** call me back and here I am 5 days later and no call back

  Business Response

  Date: 11/12/2024

  I spoke with ***** and he will be in go over the issues with us tomorrow

• Initial Complaint

  Date:11/08/2024

  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.

  My car was drive able but driving oddly. Brought vehicle in for service. They diagnosed the vehicles problem and I spent $5k to resolve the issue. After taking my car back the car then was worse and had to have the car towed back to the dealer. I firmly believe they have sabotaged my vehicle and it is not unable to be driven safely.

  Business Response

  Date: 11/11/2024

  We are sorry to hear that Mr ****** is not satisfied with his service here.  Our assistant service manager has reached out to him and would like to speak with him personally.  He can reach ***** ******** at ********** to resolve the issue.

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22533130
  
  I am rejecting this response because: I have called and left ***** a message on Friday 11/8/24 and had no call back. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/27/2024

  our service manager ******** has spoken to ******* and the matter has been resolved

• Initial Complaint

  Date:08/29/2024

  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 purchased a vehicle from Cutter dodge in Honolulu at the very end of Feb 2024. Before the sale was even finalized, the car broke down and had to be towed to the cutter repair shop. The service department had said that the warranty I purchased wouldnt kick in yet, so everything would be out of pocket by me. I asked to cancel the sale and Cutter said no. The manager (Khylie) had said whatever the issue was, they would cover it. The service department said that there was no issue, and only provided me with notes on some of what was done to the car. When I asked for the rest of the notes (more had been done because I was texted that they were taking something apart) I was ignored several times before being told what you have is what it is. So they do not have notes on what all was done. I picked up the car and it continued to have the same issue (would just randomly stop working something for a couple hours, sometimes for a day) until the beginning of August when it stopped working entirely. I brought it in and the service ***** said there were 69 error messages. They found out it was a broken wiring piece and the man on the phone (****) said this is what wouldve caused the issue before too. The warranty doesnt want to pay. The part is $1700. Cutter should honor their original statement that they would cover the cost of the repair because it is the same issue. I was sold a bad car and they know it. They even offered to buy me out of the lease and have me purchase an entirely different vehicle but would not help with the cost of a different vehicle at all. They need to cover this repair. My car has been in the shop for 23 days and I am riding a bicycle while making a $400 car payment. This is wrong. I have been treated badly and want them to pay the repair cost.

  Business Response

  Date: 09/26/2024

  Thank you for letting us know of Corals concerns. Our service manager has reached out to rectify the situation. 

• Initial Complaint

  Date:08/22/2024

  Type:Sales and Advertising 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 purchased a hybrid Niro 8/17/24 and the price agreed upon on the desk didnt match the price that was transcribed in the documents. Everything was shady and they were ******* and making me sign documents exposing only the signature part and worst is there is no contact number for a GM not even the finance manager. The car was priced at 21k initially and was offered at 19k which I agreed only to find out after I printed the documents that they priced the car at 27k without explanations and just showing the monthly payments and the rate that they have stated, all the add ons I have declined during the discussion were all included in the loan, also my down payment was down to nothing because the car price was jacked up without my knowledge. We agreed on a 19k price minus a down payment of 4k that will make the loan down to 15k plus taxes and out the door cost but the final document has another figure other than the one agreed upon. The final document that they emailed jacked up the price of the vehicle to 27k plus with resulting to a more than 30k in loan amount. I would like this to be resolved and the people who were doing this trick to consumers should be reprimanded because not all the times consumers have the luxury scrutinizing paper works especially when they are about to close and at the same time also ******* to close a deal. They have betrayed the trust of the consumer who have solely believed that what they have presented verbally is whats going to be transcribed in the deal. Frustrating not being able to contact a general manager or compliance officer because that is a huge betrayal of trust and misleading and tricking consumers. The computation of my loan should be revised as to what has been agreed upon prior to closing the deal. I would appreciate any enlightenment on this matter. ******

  Business Response

  Date: 08/23/2024

  I'm sorry that ****** is unhappy with his purchase experience.  Please feel free to contact me at **********.

   

• Initial Complaint

  Date:05/28/2024

  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.

  My problem all started with me casually looking at used vehicles at a variety of dealerships. I wanted a ***** Tahoe. Of, a gmc Yukon. I received a phone call from a guy at Cutter. I didn't remember agreeing to a phone call, but I heard him out. I was in the area and figured "what could it hurt if I stop by and see what they have". I had just been promoted to management and needed a vehicle badly. I explained to the gentleman on the other end that I didn't currently have a driver's license or any money to put down as a down payment. He told me not to worry. Just get down to cutter and I'd be driving away with a vehicle that day. (I was thinking a vehicle I want). I went into the offices and he sat me down and was delighted to tell me I had been approved for a loan with first hawaiian bank. I was thrilled! But I still hadn't seen any cars. And the ones on display were way out of my budget. So, knowing I had a loan in place, I started signing papers. Digital papers, ink on paper signatures. I'd never done this before. So, after all that was completed, he brings me to the front of the showroom and there sits a tiny, ugly ***** I would never in a million years considered buying. But, I kept telling myself the loan went thru. After I see this awful car, he explains I need insurance to drive it if the lot. I had about $60 in my checking. He almost violently starts looking for any insurance that will accept my card. Ha picked a progressive plan where I had to be insured for a full year previous. Which I had not been. He over drafted my checking by 75 dollars. I get home and that's when the denial letters start coming in. Over 40 inquiries to my credit and every single one a a denial. My credit is more than totally shot. I'm stuck with a car I hate and paid twice what I should have for it. And they are laughing all the way to the bank. My financing is 24%!!!!

  Business Response

  Date: 05/28/2024

  I'm sorry ****** is unhappy with her vehicle but due to privacy concerns we can not discuss her purchase online but she is free to reach out to *********************, the general sales manager, at ********** to discuss it,

• Initial Complaint

  Date:05/22/2024

  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.

  Service was rendered on my Jeep Wrangler; afterwards, there were so many issues that arose from the basics service (oil change). Leaking oil, battery not working have to replace both that cost $1,200.00. Scheduled the vehicle many time to address the issues but giving me the run around. The work to be done, which they cause, are under warranty but because they are not going to get compensated I am being put on hold for the services needed. I spoke to the tech the service manager and even wrote to the general manager that have not responded. The service manager is not very helpful but confrontational. This is my only vehicle on island and I bought the vehicle used in less than 2 years but giving me issues.

  Business Response

  Date: 05/22/2024

  I reviewed our files on this and the matter has been concluded.

  Customer Answer

  Date: 05/23/2024

   Hello,

  
  

  I got a call from the service manager, again she was confrontational and suggested to not come to the location anymore and go to a different location that is further than the current location. 

  
  

  Also, my Uber driver heard everything even when the calll was not on speaker, thats how loud she was. She is insisting she did more than anyone and went above and beyond. 

  
  

  The issues is not fixed and I came back several times!!! 

  Again the service people in the location is giving me hassle. 

  
  

  They wont release my vehicle. 

  Im standing here waiting and I have an appointment at 3pm that is very important. 

  
  

  It is very frustrating and they are holding my vehicle hostage. 

  
  

  Mahalo

  ****************;

  Customer Answer

  Date: 05/23/2024

  They finally release my vehicle

  
  

  I still would like to hear from the general manager I still would like to hear from the general manager and apology  I still would like to hear from the general manager and apology for this situation   

  
  

  Mahalo

  ****************;

• Initial Complaint

  Date:12/21/2023

  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.

  10/31/23- brought our car at cutter dodge shop for check and service: whistling noise, change oil, change battery and windshield washer hose. They let me signed consent to authorized them to call me after I leave the shop. No initial written estimate provided, while waiting on their waiting area thru call we discussed the repair and service for our car. Says need to change water pump this is causing the whistling noise. Recommended to change tire and cooling system flush. Employee came out and told me our car needed overnight on the shop. 11/2/23- Car ready to be pick up, total amount paid $3224.13 paid in full. 11/23/23- I notice tapping sound from engine, car shaky and smoke coming from the exhaust. Temperature gauge going to HI. Brought home our car and check oil, dipstick it and found empty and also coolant is empty. To our surprise how come its empty, last serviced for oil change and coolant is 11/2/23. There is no leak from our car. I put around half a gallon of oil that we have in our garage, no oil was added. Tried to call their office but closed holiday and weekend, I left message. After Multiple calls was made shop provided towing, refused at first. 11/29/23- towed our car back to their shop. 12/1/23-pick up our car from shop, employee said everything is Good, no smoke drove test for 30 mins. NO leak, Filled up coolant. Husband ask about the oil and they said its good nothing work done. Instead have an estimate of their recommendations for the repair after checking it. After pick up on my way to work car still smoking. After work when car started lot of smoke from exhaust co workers saw it and asking something wrong on my car brought home and car leaking too on the same day our car was released from the shop. pictures taken. I called office but closed I left message. After calls and calls to *************** provided. 12/7/23-towed our car back to their shop. Send us consent form need to be sign,I ask employee about it and says only consent to give permission for them to fix our car. But when I read it it is not only consent to give permission to repair our car. Me and my wife refused to sign the forms. We send reply refusing to sign and refusing to pay for the repair. 12/15/23-we went meeting on their office, shop denied whatever work they did is nothing to do about the problems and issues of our car right now. Shop Refused to do the necessary repair. No answer to our questions, untrue statements from employee arise claiming it was from my husband. Found out oil is tapped but claiming no one from the shop added oil pointing my husband tapped the oil. General manager ask consent for them to tear down car for them to find what it the main problem. Employee tried to let us sign the consent to pay for the needed repair for the second time. After making clear that we will not pay after the damage that they cause to our car. 12/19/23 received call around $2205.73 final cost for the repair. We refused to pay and sign consent for the repair. Now they asking us to call towing to move the car from their shop if we dont like to pay and shop refused to put back the car together after tearing down. Employee says need to return loaner car 12/21/23, only was loan to us 12/18/23. If we dont get the car from their shop they will charge us more than $100 per day. This cause us so much trouble having no car to use since 11/23/23. Asking for your help to this matter, thank you so much.

  Business Response

  Date: 12/22/2023

  We fulfilled all commitments we made to *************** but if he would like to come down and speak to us in person we would be happy to do so.

• Initial Complaint

  Date:09/22/2023

  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 purchased a vehicle from this dealership on 8/7/23. While working on the trade-in vehicles I mentioned several times that the payoff balance should be lower as I will be getting a refund for a cancelled extended warranty. I was told by the salesperson and the manager not to worry as any overpayment would be refunded by the bank. The agreed-upon payoff amount on the signed contracts for one of my trades was $36,173. The actual payoff was $34,496.05. Cutter sent a check for the exact amount and not the amount on the contract, which is $36,173. Basically, shorting me of $1676.95. So it is Cutter that is responsible for that difference because they did not pay $36,173. I have reached out for answers on this and got nothing back. They also forgot to collect my downpayment, and I had to go down special and basically tell them they forgot to collect it. So I voluntarily when down on my own time and gave them $3500 that they forgot to collect. I would appreciate that same honesty and effort from the dealership. Instead, they make me constantly ask for my own money back, which is clearly in the contract. I am contemplating filing a RICO ********* regarding this matter. I potentially have a title issue as well that I could bring up in the RICO *********. I did not get a registration when I purchased this used vehicle and a title inquiry seems to suggest cutter does not have possession of the title and the title is still showing the original lienholder of the vehicle has not changed as of 9/22/23. Remember I purchased August 7, 2023. I do like Cutter's collection of vehicles and would consider doing business again I would just hope that they keep their word and honor what is on the contract. I am seeking a check for $1676.95 and the updated registration showing my lienholder **** of ******** have attached the purchase agreement, payoff letter from VW Credit, and paid in full letter from VW Credit along with a screenshot of hnl motor vehicle inquiry.

  Business Response

  Date: 10/03/2023

  We have attempted to reach out to Poletaki by phone and text on several occasions but have not been able speak to them. They can call us at ********** and ask for **** ****** or Art so we can go over this with them.