Complaints

This profile includes complaints for JN Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  JN Group, Inc.

  2770 Waiwai Loop Honolulu, HI 96819

• 

  JN Group, Inc.

  720 Kapiolani Blvd Honolulu, HI 96813-6099

• 

  JN Group, Inc.

  888 Kapiolani Blvd Honolulu, HI 96813

• 

  JN Group, Inc.

  2770 Waiwai Loop Honolulu, HI 96819-1940

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:01/06/2025

  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.

  I dropped off my vehicle to **** around 9 am 12/23/2024 as an Emergency drop off. The service advisor told me that they would call me when the technician was able to look at my car and he did not call me. I had to call them to find out if they worked on my car. I was told that they would be able to take a look at the car by thursday 12/26, but they did not. Again, they did not call me I had to call them. I noticed that there was damage on the rear bumper of my car after I picked up the car Saturday 12/28/2024. They made me sign a liability form without walking around my car for inspection. I called and spoke to the service manager and she told me that their IT ***** is looking into the cameras but have not called me back. They told me that I need to go through my insurance and are denying the damage and will not review camera footage.

  Business Response

  Date: 01/10/2025

  Per Mrs. ****** request, **** of Honolulu did review security footage to determine if they could see any damage being caused to the vehicle, especially in the rear bumper area.  There was no incidents where the vehicle was struck causing damage.

  The customer liability consent and release form signed by Ms. ***** is attached for your reference.

  It is extremely unfortunate that Ms. ****** vehicle was damaged at some point.  We recommended to her that she contact her insurance company immediately to report the damage and have the bumper repaired.

  Sincerely

  **** of Honolulu .
  

  Customer Answer

  Date: 01/11/2025

   
  Complaint: 22776902
  
  I am rejecting this response because:
  **** sales manager ****, told me that I needed to sign the liability form to release my car. They did not do a walk around inspection when it was returned to me. I had to sign a form without seeing my car. The service manager did not call me to inform if their camera footage was done being looked into by their IT department. There is no proof. When I emailed the service manager ******* this she did not reply back to me.
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/21/2025

  Thank you for the second notice.  Our IT expert was able to pull the footage from camera in the vicinity of the customers car, but it is not clear enough to tell if there is damage or not.  We could not see any car or object making contact with the customers car.  The vehicle in question was on standby and never left the 2nd floor (drop off area) after drop off.  Customer came back in to pick up the vehicle over the weekend without prior notification to the service department.  Customer should report damage to her vehicle to her insurance company.  A JN Group service tech did not perform any service on the vehicle nor did they move or touch the vehicle.

  Sincerely

  JN Group Inc.
  

• Initial Complaint

  Date:11/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since November 1st, I have been reporting a leaking water pump to Audi Honolulu, but instead of addressing the root cause, their team has continuously misdiagnosed the issue, avoiding the necessary water pump/thermostat repair. Despite multiple attempts to resolve the matter, Audi Honolulu has failed to take corrective action, and their technicians, led by Mr. ****** have repeatedly contradicted themselves and misled me about the condition of my ********** summarize:Sept 24: Attempted to schedule an appointment but was told it wasnt a priority Oct 1: An authorized **** repair shop diagnosed the issue as a leaking water pump and thermostat needing replacement.Nov 4: Audi Honolulu finally saw the vehicle, but Mr. ***** failed to take action, merely stating they would "monitor" the issue.Nov 21: After the service on Nov 4, the leak continued, and by Nov 21, received a warning to turn off engine, check coolant level.Nov 23: Audi Honolulu Replaced hose for $606.51, based on ********* and **** Technicians recommendation but within two days the issue persisted, now attributed to a "crack in the reservoir."Nov 25: Audi Honolulu again misdiagnosed the issue, and after pushing for clarity, the crack in the reservoir was declared significant, though it was previously undetected.I lost full confidence in Audi Honolulu's ability and I had to take my car to an authorized **** repair shop on November 26, where they replaced the reservoir as suggested by Audi Honolulu. However, the leak is still present, and I am now forced to rent my fifth car due to the ongoing problem. At this point, I have lost confidence in Audi Honolulus ability to resolve the issue and commitment to supporting its customers. I'm seeking reimbursement of the following:$803.21 for rental car expenses incurred as a direct result of Audi Honolulus failure to address the issue.$606.51 to repair a hose that was not the cause of the leak.$295 for the diagnostic fee

• Initial Complaint

  Date:11/23/2024

  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 brought my car in for a diagnostic because of an issue I was having on 13 November 2024. I was told that the issue was caused because an engine coolant temperature sensor. They took my car in, said they didnt have a shuttle, I let them know Im the only one here and dont have a ride. I was told that mu car was fixed about 4 hours later and they were doing a test drive. I got the car back and leas then a week the same issue was happening. I brought the car back in 19 November 2024. They said they needed to keep it overnight to see what the issue was. They kept the car for 3 days and I was told that nothing was wrong with my car and no issues. I pick the car up Friday, 22 November in the afternoon around 1500, by 1800 that same night lights were coming on in my car and the same issue that was supposed to be fixed from the diagnostic was still happening. I woke up 23 November 2024 and started the car again. Same issue, the engine like is now on, which was never on before the diagnostic or repair, and the car is still having the same issue of the fan under the hood being on even after the engine is off and the ** not working inside the vehicle. Ive tried to call back, Im told someone will get in touch with me. Ive asked to speak to management bit told there is no management available to talk to. This is frustrating because *** paid $845.61 to fix this issue and nothing is fixed and Im receiving no help with trying to figure out what is going on.

  Business Response

  Date: 12/05/2024

  The client took the vehicle to Wrench Werks (non authorized **** repair shop) that told her that the coolant pump is leaking and covered under the extension.  Upon the inspection on ****** the coolant pump is completely dry..  The hose that was replaced on ****** is clearly leaking.  On ****** the seal to the reservoir is starting to now leak.  Repairs should be made soonest.
  
  

  Customer Answer

  Date: 03/01/2025

  I am writing to formally complain about the inadequate service I received at JN Chevrolet for my vehicle, serviced on November 13, 2024. I brought my car in due to a loud fan that continued running after the vehicle was off, along with non-functional air conditioning. After a diagnostic, I was told the engine coolant temperature sensor was the issue. I paid $845.61 and was assured the problem was fixed. However, less than a week later, the same issues recurred, and I experienced difficulty starting the car. I returned on November 19, 2024, but after three days, I was told they found nothing wrong and instructed to pick it up on November 22. Unfortunately, upon returning home, the issues reappeared, now with the engine light illuminated. When I sought resolution in November, I was threatened with police involvement and that they would call my military chain of command, yet my vehicle's issues remained unresolved. This treatment was unacceptable, and my concerns were dismissed. On February 28, 2025, I contacted the service center again and encountered rudeness from a female representative. She stated I could not receive my invoice without a charge and claimed they had no control over the part I purchased, even if it was defective. This lack of accountability is troubling, especially since I paid for a service that failed to resolve the issues. Today, I visited another auto shop to address the same problem and ended up paying for the repair again. While I was at the new dealership, the service department confirmed they were fixing the exact issue that JN Chevrolet claimed to have resolved, which was discussed while the ** service representative was on the phone. This underscores the ongoing lack of professionalism and service quality at your establishment.

  Customer Answer

  Date: 03/21/2025

  Business Information: Business Name: JN Chevrolet Address: ****************************************************************** Phone Number: ************** Complaint Synopsis: Date of Service: 13 Nov 2024 and still no resolve; took it back the 19 Nov and still nothing and called again today, 28 Feb 2025 to let them know it is confirmed same issue Amount Paid: $841.61 Complaint Details: I am writing to formally complain about the poor service and unprofessional conduct I experienced at JN Chevrolet. On 28 Feb 2025, I paid $841.61 for repairs on my vehicle. However, after the service, the same issue persisted. When I contacted the service center to report that my car was still malfunctioning, I was met with dismissive attitudes from the staff. During a phone conversation, a representative stated, We dont control the part! It is important to note that they installed the part, so if it is defective, it remains their responsibility to address the issue. Furthermore, I took my car to another dealership, where I was informed that the vehicle was still registering a failure for the same problem that was supposedly fixed. This experience not only resulted in financial loss but also significant inconvenience. I believe it is important for consumers to be aware of the lack of accountability and professionalism at JN Chevrolet. I kindly request that the BBB investigate this matter to prevent others from having a similar experience. Desired Resolution: I would like a refund for the initial repair cost of $841.61, as the service provided was inadequate and did not resolve the issue. Thank you for your attention to this matter. Sincerely, ******** *******

  Customer Answer

  Date: 03/21/2025

  Good evening,
  
  I am responding to case number ********. They did not fix my car nor allow me to bring it back! They recently called me this month after I had called them asking for the information showing what they stated they had fixed, however, they would not give me that information as well as told me that it would cost me to get that information.
  
  When they called me about the inside they were already aware that I had just took it to another shop to get fixed because they refused to fix it even though I have proof that the new shop fixed the exact same thing. They said they would call me back and never called me back!
  
  ******** *******
  **************
  

  
  

  Business Response

  Date: 03/26/2025

  This note is in response to the customers rejection of first explanation.  Customer was last contacted by the Service Manager ******* in March in regards to her dissatisfaction with the repairs that were completed. When customer was asked what ********************** could do to assist with her repairs to amend the situation, customer stated that there was nothing that JN Chevrolet could do because the parts had been changed already. 

  JN ***** would have enjoyed the opportunity to correct any issue with the initial repair, however the customer opted to take the vehicle to another repair shop instead of giving ** the opportunity to correct any outstanding problem.

  Sincerely

  JN Group
  
  
  

  
  

• Initial Complaint

  Date:08/14/2024

  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.

  We put a down payment of $1,000 on a car over a month ago and have not received any updates or communication about the status of our car. We reached out to the company to check on the status of our car via email. We received one response from the salesman stating that he did not know what happened to the car we put a down payment on and would reach out to us the following Monday and we did not receive any such updates. We contacted the dealership multiple times and were met with the response that everyone was busy, and someone would get back to us by the end of the day. We called the dealership nine times in the last three weeks and have gotten the same response every time and have still not recieved updates from anyone.

  Business Response

  Date: 08/19/2024

  Aloha- thank you for this notification. Upon review of the specific issues listed in the complaint, the customer states that JN ***** did not provide vehicle stratus updates as requested.  ***** staff did in fact provide updates as requested, and each time speaking with the customer understood the delay in the delivery of their vehicle was beyond our control.

  JN ***** is ready to perform one of the 3 actions:

  1.  Continue to wait for the delivery of their ordered vehicle to arrive and then assist the customer with delivering the vehicle.

  2.  Assist the customer with selecting a ***** Traverse already on the lot that arrived over last 2 weeks, and deliver one of those vehicles to customer in place of the ordered vehicle.

  3.  Refund the $1000 deposit to customer and remove the current order from our database.

  The customer is welcome to come back in to JN ***** so we are able to assist in the direction they elect to go.

  Sincerely

  JN ***** Team
  

   

   

   

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22139453
  
  I am rejecting this response because: 

       The response from the business was inaccurate and we would like to clarify.

  1. On July 4th when we paid the down payment to reserve the one available car that was shown delayed on the west coast, we were told that we needed to put a deposit to hold the car so no one else can purchase the vehicle. We were told that the vehicle would take a couple of weeks to arrive, then they would also have to perform their inspections before they can sell it to us. We understood that the vehicle was delayed ship from the start.

  2. Toward the end of July, I started to call JN to find out the status of the vehicle and every time I called everyone was busy and was told that someone will call me by the end of the day, and no one called each time. 

  3. My husband emailed the manager to inquire about the status of the vehicle and got a response that the car was delayed ship and will find out how long the delay was. We didn't get a response since.

  4. I called again the following week to inquire about the status of the car and was told again that everyone was not available, and someone will call me by the end of the day. After calling several days and receiving the same response with no call back I reached out to action line and the BBB.

  5. After talking to the BBB and action line i made another call to JN before I filed and when I received the same response i told the operator to leave a message that I filed a complaint with the BBB and was told to hold and within seconds a manager answered the phone. 

  6. I explained my situation and frustrations to the manager and all he could say was WOW. He then looked up the vehicle that we reserved and told us that the vehicle was sold to another party who also put a deposit for the same vehicle. He also mentioned that several other parties also put a deposit down for the same vehicle. 

  7. The Manager said that there was another vehicle that will be shipped to them, and he will personally call me to let me know of the status of the vehicle by 8/27/24.

  8. The options offered to us is questionable in my opinion. Option one has many unknowns like what trim level, color and will the price quoted be the same. Option 2 was to purchase another vehicle that was available on the lot that arrived the past 2 weeks but was told by a salesman that all the cars that came in was reserved for the government. Option 3 was to get our deposit returned but I still want the vehicle that I wanted before I lost my vision several years ago. 

   At this point I am at a lost and I don't know what to do.
  
  Sincerely,
  
  ********************************************

• Initial Complaint

  Date:07/10/2024

  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 made a 100% refundable deposit of $500 in June 2023 to ***** for 2024 EX30 to be delivered in 2024. I received no updates until July 2024 that delivery would be delayed up to end of 2025, at which point I called the local dealership that took my initial deposit and requested the refund. I had to call multiple times before finally someone returned my call, only to say that it would take weeks to process. I continued to follow up and the accounting staff shared that a refund was finally submitted 2 weeks later, but that there was insufficient funds available, I keep continuing to follow up but it is very clear at this point that the local dealership has no intent to process my refundable deposit which they have had for over a year.

  Business Response

  Date: 07/10/2024

  Thank you for the this request.  Customer ordered the ***** vehicle online, and made the deposit with ***** (National), not local ***** (JN Group) here in Hawaii, ***** (National) needs to provide the refund through a 3d party vendor called "Stripe".  Local JN Group made the request thru Stripe on June 28th, 2024.  The customer used a credit card for the order, so Stripe will refund directly to his card.  Local JN Group is not involved in these deposits, until the vehicle arrives and we provide a $500 credit off the purchase price as customer takes delivery.

  We ********************** immediately requested the refund w/ ***** (National) immediately after the customer reached out to us for assistance.

  After checking w/ Stripe today for status- his deposit return is showing ******************************************************************************************
  

  Customer Answer

  Date: 07/13/2024

   
  Complaint: 21966884
  
  I am rejecting this response because:
  

  The attached terms and conditions make explicitly clear that it is the local retailer/dealership that is responsible for receiving deposit and making refundable requests.  The terms and conditions states: "4.1 Your deposit is collected by the Retailer you select" and "8.1 ... Your Retailer is able to assist with refunds of your Deposit". All communication received from ***** reiterates this role by local retailer. This is a primary role of a local dealership, and it is not fair to claim to consumer that "local JN Group is not involved in these deposits". They are absolutely responsible for refund. To be clear, are they suggesting they "are not involved" and so cannot process refund?

  The JN Group accountant provided attachment on 7-8-24 that shows refund is "pending" because of "insufficient funds". This seems inexcusable for a refundable deposit to not be processed immediately because they do not have sufficient funds available.

  Recently, the General Manager finally responded 7-10-24 to my requests for refund, offering that a check could be provided if I cancel a dispute made with my credit card company. I made dispute of charge to my credit card on 7-9-24, 14 days after my initial request for refund and still not receiving any indication refund was being processed. I do not sure I trust this dealership to actually provide refund by check. I had previously suggested refund could be processed by check, and received response on 6-28-24 that "check is not option". I believe they are trying to simply have me retract my disputed charge.

  This business is manipulative. They have called and pressured me to remove a 1-star online review. After I made my request for refund, they tried to convince me to not cancel or to consider leasing instead.

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

  Business Response

  Date: 07/16/2024

  A check was cut and mailed by JN Group today.  Customer should not continue to pursue a credit card dispute as well as he would be requesting a double payment/reimbursement.

   

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21966884
  
  I am rejecting this response because, while I did today 7-17-24 receive refund check by mail (3 weeks after request for refund, and 2 weeks after being told that refund by check "is not an option") - I still maintain strong complaint about this business unethical and irresponsible practices.

  I again reiterate my complaint of their pressure tactics to call me and ask I remove my 1-star online review, and to push back against my initial refund request with suggestion to reconsider or lease instead.

  Consumers should not have to encounter this type of bullying pressure and lack of responsiveness and accountability.

  I will retract my credit charge dispute once this refund check clears.

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

• Initial Complaint

  Date:06/24/2024

  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 traded in my car on Wednesday March 27th. It was financed and had a remaining balance on it so JN Group asked for the 10 day payoff amount because they were now responsible to pay it off. I had positive equity when I traded in my old car for the new car and was then able to buy the new car in full (no loan necessary). May comes around and I get an email saying the old car; which I traded in, has a missed payment on it. I call JN Group to find out why they didnt submit the payoff amount and they claimed there was an error and their payment got sent back to them. So now my credit has gotten hit for a missed payment on a car I am no longer responsible for. JN Group wrote me a letter admitting fault about the error on their end with the car payoff. But I need this missed car payment off my credit report. Its not my fault, its JN Groups so shouldnt they get the missed payment hit on their credit? I signed the car over which had the loan to JN Group back in March.

  Business Response

  Date: 06/26/2024

  Thank you for sending us this request for assistance.  Your note stating that the vehicle pay-off from JN Group was not routed properly, and caused a late payment is accurate.  ** responded to this issue by sending you a letter of apology and validated your claim that it was not your fault the payment was made on time.  We take full responsibility for this error.

  Unfortunately- we are not able to address the credit report entry resulting from this incident.  You must address the issue on your credit report with the credit reporting institution.  You may use the letter we already provided of proof that the late payment was not your fault.  We are happy to respond to the credit bureau on any questions they may have for us to clear this issue up.

  We stand ready to support you w/ any future requests for information.

  Sincerely

  JN Group
  

  Customer Answer

  Date: 06/29/2024

   
  Complaint: 21895606
  
  I am rejecting this response because:

  This did not resolve or fix the problem of ruining my credit score which I worked hard to build up. This mistake is costing me money. We are in the process of purchasing a house, in the financing process right now in fact.  In all of this, I may not even be able to get my dream home. I am absolutely sickened, this has caused me a lot of stress, and is ultimately unacceptable.  Here I thought I did everything I had to do, worked hard to have a great credit score and this happens.  There should be some type of compensation to me for this horrible mistake of yours. Once again, this is costing me A LOT of money due to a lowered credit score that was lowered because of JNs mistake.  How are you going to help me fix this?  A mere apology is not acceptable.

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

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 8th I took the car in to the Land Rover Dealer for repairs due to a concerning noise in the engine. a couple days later they said, the car is low on oil but no leaks and I need a new engine. They said don't worry you have extended warranty and it should be covered. They asked at that time if I would also like to have the ** checked. I said yes. another couple days and they said good news is the ** is approved for repair but still waiting on an inspector to come and approve engine replacement. A week goes by and no repairs made yet at all and they said the warranty company wants a tear down to determine failure, do I want to proceed?I said yes proceed, how long will it take? They said 2 weeks. 2 weeks go by and I call to check on my car. They said tear down is not yet completed and I need to give them more time. I pushed for more information and 2 days later they call me to say that actually all this time absolutely zero work has been done including any of the tear down. And If I want to proceed with them to actually do the tear down, I need to pay $20,000. At this point my car has been there for over 1 month. I said that is crazy why does the warranty that I purchased from you not cover the tear down. They could not explain it to me and said either I pay the tear down and hope the warranty company decides to approve the repairs or I buy another car.I said forget it, just give me my car back. Well now it's been almost 2 months and they still have my car. They insist that they have to repair the ** because that was approved by the warranty even though I did not approve them to proceed and they refuse to help with the engine part of the warranty. Now I'm forced to let them fix an ** on a car that does not run. And also they insisted on doing recall repairs without my consent. I actually had to go buy another car because I was not getting any help from them to get this resolved.

  Business Response

  Date: 06/27/2024

  Customer arrived for engine noise and an AC issue, customer needed
  an evaporator replacement which he and his service contract approved. In
  order to find the failing component for his engine noise we had to do a
  tear down which the customer had to agree to pay for so that we can
  find the failing component in order to file a claim with his service
  contract but ************** declined to do pay for the initial tear down and
  due to his engine being low on oil, his service contract declined to
  move forward with any other repairs for the engine.

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21809649
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/01/2024

  First of all I only approved the diagnostic of the ac. When I found out about the engine I told the service advisor to just give me the car back and he initially agreed. However after a couple of days later he insisted I had no choice but to let you do the ** repair because he could not close it on his end which makes no sense to me. Why would I want to repair the ** but not the engine? Any way what was supposed to be a couple of days, his words. turned into over 1 month because supposedly your tech didn't know what he was doing and had to take the dash apart multiple times. Doing this caused a considerable amount of damage to my dashboard and ** controls, see attached pictures. Scratches and cracks on dash and ** control. Missing cover exposing wires. Also grease all over my A pillar. I had called ***** and left her a message about it but I have not gotten a response back at all. Also due to your advisor telling me for over 2 weeks that you were working on the car when in reality you were not. He had promised to pay for the rental car I was renting to cover for his mistake. I have this in email and texts from him. I was told over 1 week ago that the check was mailed but also I have not received it. Last I checked local mail was about 2-3 days delivery. I would really like these damages paid for and confirmation that the rental car will be paid for as promised.

• Initial Complaint

  Date:05/22/2024

  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.

  Requested cancellation of Road Hazard Tire and Wheel on May 13 2024.They said they would forward request to their team members. I asked for answers about when I could expect to receive my refund,they always say we will get back to you. I asked more than a dozen times whats going on,their response always we will get back to you.Any other questions. I feel Im getting the run around because I get no positive responses.Not once did they contact me.

  Business Response

  Date: 05/30/2024

  Mahalo for your inquiry.  We reviewed the customer complaint and determined that the customer was reimbursed as requested, but not in the amount desired.

   

  Customer was on a payment plan for the Road Hazard Tire & Wheel coverage.  Customer canceled the contract after one payment.  The refund was for $34.68. 

   

  Sincerely- JN Chevrolet
  

• Initial Complaint

  Date:02/12/2024

  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.

  Last Monday I bought an Audi A3, signed all contracts, and paid in full/cash. They said they hadnt inspected it yet therefore they'd inspect it and make any repairs if necessary. The salesman, ******, said if the repairs were more than the car, they might not be able to sell it. After a couple days of me trying to get the status, they said the repair costs were approx $5500 therefore they wouldnt sell the car despite the fact I already bought it. I reminded them that they already agreed to make any repairs but they declined. They offered another car which required me to pay an extra $1100+ but by Friday they told me that not only was the previous owner driving it, they couldnt sell it because there was a recall part on back order. I asked if I could still keep that car and I wouldnt mind waiting for that part just as every current driver of that specific car is doing since its not a mechanical issue, but they rejected the sale (again). They then tried selling me another car same year if I paid $3500. I wasnt financially comfortable with that,and its the same year therefore I asked if I could buy the next cheapest car which was two years newer but a lesser model for the same price but they declined and expected me to pay almost $6000 more.No matter what Ive done,they refuse to compromise unless they profit enough.They continuously post cars online prior to inspecting them which I brought to their attention. **, the supervisor brushed it off claiming they had nothing to do with it and that it was automatic.The manager,****, acknowledged it shouldnt be that way but nothing changed. I passed up four car deals I couldve got had I not bought the car from them especially a 2018 *** SUV that I couldve walked away for 10k.The way in which they run their business is absolutely egregious.They refuse to compromise or compensate in anyway at this point.Theyre just trying to wash their hands of me in hopes I simply move on quietly despite losing out tremendously

  Business Response

  Date: 02/27/2024

  The complaints were all addressed and the vehicle was picked up from the dealership on Monday.

   

  All resolved.

   

  Audi Mgmt
  

• Initial Complaint

  Date:02/08/2024

  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.

  Date of transaction: 01/23/24 Money paid: ******** I went to Audi Honolulu to fix an issue with my car's control module, which was causing my car to shut off and stall while driving. The technician's were not offering that to me as an option and instead were insisting I pay for other services they insisted would solve the problem. After a couple days of back and forth discussing the issue, I reluctantly agreed to go through with their suggested repairs as I had no other choice to fix my car, they were not offering what I wanted and insisted what they would do is correct.After a month of waiting, they finally offered me my car back, but on the day before I went to pick up my car, the control module I wanted to repair from the start was suddenly an option to fix the car, but they were going to charge over $4000 more to do that. If that was an option from the start, I would have paid for that to be fixed instead of what they did, but instead they hid that option from me and made me pay over $6000 for repairs that I wasn't interested in. Although very suspicious, I picked up my car and decided to trust their work. A few days later the same issue I had with my car before I took it in resurfaced and was just as bad.At that point, my father and I tried to contact the technicians, managers and general manager at Audi Honolulu via phone and email but have gotten no response for days.I would like my money back from the fraudulent and misleading repair.

  Business Response

  Date: 02/12/2024

  Aloha.  The attachment from the ******************* shows all the items the technician found wrong with the vehicle and must be corrected.  These items need to be addressed before the vehicle can receive a State Safety Inspection approval. 

  Audi technician team did their part to identify the issues with the vehicle.  We stand ready to make all required repairs.

  Sincerely

  Audi of Honolulu
  

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21262861
  
  Incorrect. A state safety inspection was never brought up as a part of our discussions and I never asked for any repairs to be made in the context of passing a state safety inspection, so I don't know why this is being brought up. I came to Audi Honolulu with a specific issue I wanted solved, I was suggesting that the control module was the issue. However, I was not being given the control module repair as an option and was skeptically pushed into getting other repairs that, I was told, would solve my issue I described as I could not repair the control module from the start.

  Again, I don't know why a safety inspection is being brought up, however I already had done the first part of the state safety inspection prior to going to Audi and was only failed on registration and window tint, nothing which relates to repairs anyway.
  
  Sincerely,
  
  *************************