ComplaintsforOhana Exteriors, LLC

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company took deposit of $7000.00 on 12/6/2023, the parts were ordered payment of $5051.06 for parts on 3/9/2024. Finally, they came to put up the shading system and did not finish it completely and said they would be coming back to do the touch up and finish. There is a part in the shade that has a leak and a few places that have no screws and a few bolts do not look secured. I have been trying to get them to come out and finish. I have texted the salespersons ****** to complete these areas. On 5/28/24, 6/5/24 on this day he said his workers on the outer Island.On 6/28/24 I texted him again to let him know that I understand that they are busy and so am I and trying to schedule an appointment to get this done- today no response (7/2/24).

  Business response

  07/22/2024

  This is not my customer please take down immediately. this is a customer of ******************** ******* Systems owned by *********************. 

   

  again. this is not my customer. this is ridiculous please take down immediately

• Initial Complaint

  05/13/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Transaction date June 23, 2023. We purchased a security gate from the Company for $7,329. We paid a deposit of $5,496 and the balance was due on delivery. We were told that the delivery time for materials would be approximately 6 months. Once the materials arrived, they would contact installers who we would pay separately. The materials were delivered to our home on 11/9/2023 and the $1,832 balance was paid. Were told that the installer would be contacted and that we would hear back to schedule the installation. We never got on the installation scheduled, even after multiple phone calls, emails and texts. We finally got our own installer, but on 4/11/2024 when our installers started the job, they found missing parts. Our installers spoke with the Company owner who reassured us that the order would be placed asap. The owner spoke with me and stated that the missing pieces would be sent via DHL directly to our home. We have not received the missing parts. Again, multiple texts, calls and emails have been made and still no materials onsite. Today, I am being asked by the owner to contact Customs in ****** to verify the contents of the shipment. I believe that is not my responsibility since the order was not placed by me. I informed the owner that he should make the call to Customs.

  Business response

  05/14/2024

  Good Day,

  This is *************************** with Ohana Exteriors. When dealing with imported products sometimes the homeowner has to make a call to customs as they are put as the consignee. While we certainly wish our clients did not have to make a call its just the sometimes it happens. When purchasing home improvement products especially on an Island most of the time the product is shipped in they are not made locally. When products arrive sometimes the supplier forgets to provide every part needed. This is a very rate but from time to time it happens. When we were notified a couple parts were missing, we ordered them right away. The parts are not on oahu and due to the size of the parts they had to go through customs which requires the homeowner to call for the release. I will see if i can make the call for our valuable client.  i don't feel we deserve a complaint!

  Customer response

  05/17/2024

   
  Complaint: 21705873
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  05/23/2024

  ****************** never made the call.  He and his staff didnt even have the correct contact information to address the issue.  A number was provided to me,and when I called, I was told that the shipment was never received. I informed *****************.  On Wednesday, 5/15, ****************** updated me that they will ask the shipping company to find a solution and see whether we can handle it by paying some extra money.
  Yesterday,Thursday, 5/16, my husband received a text message about a shipment from the US Customs Department.  The text stated the parcel was being held for an invalid shipping address.  It was sent by the **** which was a red flag for me as we had been dealing with ***. Another red flag was that to my knowledge, my husbands cell number had never been included in this order. The text instructed us to click a link within 24 hours.
  I forwarded the text to ****************** who instructed me to reply with my address.  He stated it looks like the shipper made a typo.  I was still not comfortable, so I researched **** scams and sure enough there was a warning on the **** website to be aware of this very text scam. 
  At this point I was losing confidence and trust in the Company.  I decided to do my own research to remedy the situation. I was able to connect with the individual at *** Supply Chain Solutions who handled our shipment. After an 8-minute call, she was able to release the shipment.  The problem was related to the vague description of the package contents.
  The shipment was delivered on 5/17, but I am not ready to close this case until I can verify there are no missing parts. Our experience with this Company is disappointing due to the poor attention to detail, lack of communication, substandard understanding of international shipping and slow follow-through.  I have installers coming next week and if everything is in order, I would be ready to close this case. Thank you.

  Customer response

  06/05/2024

  We were able to verify that everything we needed to complete the gate installation was in the second shipment.  This complaint can be closed.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8-25-23 Ordered a custom patio cover from Ohana Exterior to be delivered here in **** Dec. 2023. Cost of cover $8,885.00 additional cost for installation $1,056.00. 50% deposit provided. Materials received 2-12-24 in good shape but late. Owner *************************** sends installation crew from ******** to install on 2-24-24. Many professional issues with the crew but cover erected in one day - balance of payment provided to Ohana Exterior and installation cost provided directly to installers. Two days later when it rains, the cover leaks like a faucet. In contact with *******. Five documented texts to ******* stating the problem - no response. Text response received on 3-9-24 stating that he has someone on Big Island who will be calling me to correct the problem and going forward I need to work with his associate ******. 3-11-24 received a call from *************************** licensed South Kona contractor who has been contracted to come and look at the problem and suggest a resolution. ******** takes photos and assessed the job and concludes that the patio cover is INSTALLED COMPLETELY WRONG. Many issues that are best described by the contractor from the layout of the patio to the pitch of the roof and gutter placement. He suggests that I need a whole new cover and decent installation. Cement already has holes that will not be covered. The problems go on and on. ******************* will be in contact with ***************** and I will get a report. I feel that I need the protect of the Better Business Bureau to be sure that I get what I paid for or that I get my money back - this job is almost a $10,000.00 disaster. I sincerely do not want to cause trouble but I need protection and this sort of business practice can not be allowed to continue. I sincerely appreciate your attention to this matter. ***Documentation of calls and texts and structure available upon request. *************************** ***********************

  Business response

  03/12/2024

  To Whom It May ******************************** is construction and unfortunately things can go wrong. When things go wrong a reputable company such as ours doesnt run they address the issue and provide a solution. This complaint wasnt needed but I can see how the homeowner is concerned. 
  

  I have ordered a full replacement of the patio cover and ***** will install it correctly. 
  

  We will keep the client in the loop on shipping updates every month and inform ***** when its being delivered so he is able to schedule the installation. 
  

  sincerely 

   

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

  Owner 

  Ohana Exteriors 

  Customer response

  03/13/2024

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

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive ordered roof panels from Ohana Exteriors on July 25, 2022. As of today, August 21, 2023, I havent received anything. Throughout the 13 months delay, I only had about 4 calls reminding me about the delay shipment. It was supposed to be 3-4 months delay according to their contract, but its over a year now no product. I dont understand that. Need help to resolve this or refund my 50% deposit. Thanks for any help.

  Customer response

  08/22/2023

  Please I would like to withdraw/drop my complaint against Ohana Exteriors. My complaint # ********* and case # ************. The issue has been resolved by the company President and myself. Thank you very much.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ohana Exteriors did an estimate for the replacement of our deck roof. We agreed to the estimate and gave half of the payment to Ohana Exteriors. They informed us that the material would come in November. We have called for 3 weeks for an update but have not received any call back. We are requesting your assistance. Please advise on this situation. *****************

  Business response

  12/15/2022

  Dear Mr. and *********************. Your order is being processed and is expected to arrive in Feb 2023. I did notice you were not put into our Shipping Updates Que and I apologize for that. You have been added to the Shipping Updates Que so you will receive emails and text updates every 3-4 weeks until the order arrives at which time we will call you to schedule the delivery. Our office manager ********************* will call you today with the same update and be your point of contact for shipping status until your order arrives. Due to covid the shipping supply chain is back logged and due to the holiday season, it has made things worse for all companies. 

*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. ↩