Complaints

This profile includes complaints for Hawaiiana Management Company, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hawaiiana Management Company, Ltd.

  711 Kapiolani Blvd Ste 700 Honolulu, HI 96813-5249

• 

  Hawaiiana Management Company, Ltd.

  74-5620 Palani Rd Ste 215 Kailua Kona, HI 96740-3640

• 

  Hawaiiana Management Company, Ltd.

  4370 Kukui Grove St Ste 208 Lihue, HI 96766-2003

• 

  Hawaiiana Management Company, Ltd.

  1305 N Holopono St Ste 3A Kihei, HI 96753-6916

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:03/04/2025

  Type:Billing 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 am writing to file a formal complaint regarding ongoing billing issues and late fees by Hawaiiana Management Company ***** culminating in a $111.15 retroactive maintenance fee increase and a $15 late fee. The details are as follows:Background: During multiple military moves, Hawaiiana has repeatedly failed to update my physical mailing address when requested, causing delays in receiving statements and resulting in late fees. As a result, I opted for digital statements, however they are uploaded after the payment due date about a quarter of the time. As a result, I often have to print and submit the previous months statement to ensure my payment is on time.Details of Recent Incident: On February 1, 2025, I mailed my HOA fee of $555.75 on the due date. With no February statement posted, I used the January statement to ensure my payment was applied to my account. Due to prior payment issues, I photograph each Hawaiiana payment, including the attached photo with metadata showing the date and time of my most recent payment (February 1). On February 14, I received an email stating a fee increase to $666.90. On March 1, I received a letter stating I owed $126.15, including a $15 late fee. Upon further review, I discovered the company retroactively uploaded a February statement dated January 24 reflecting the new fee.Concerns and Lack of Response: On March 3, I emailed ***** *******, the **** point of contact at Hawaiiana, and ******* *******, the Hawaiiana accountant listed in the delinquency letter, asking about the legality of adding charges after the due date and subsequently applying late fees. I have yet to receive a response.Desired Resolution: I request the removal of the $111.15 fee and $15 late charge, as well as clarification about retroactive statement uploads and posting of increases in fees after the payment due date.Thank you for your attention. I look forward to a prompt resolution and your assistance in addressing this issue with Hawaiiana.

  Business Response

  Date: 03/11/2025

  Aloha,

  I received a copy of your inquiry to Mr. ******* in February and his explanation in writing that advised you that your association's maintenance fee did increase starting in January 2025, as it typically does each year.  His message included that notices began in November and were emailed, mailed, posted to your association's website and also posted on property where your wife resides.  Proper notice was provided in advance of the increased fee.  Because your January payment did not include the $111.15 increased maintenance fee amount, your account was short and assessed a late fee.  I do see that you were advised that once payment of the correct amount was received your $15 late fee would be waived.   

  Customer Answer

  Date: 03/26/2025

  Thank you for your assistance. After reviewing the responses from Hawaiiana Management Company ***** both in the email I was sent as well as their response through the Better Business Bureau, I would like to provide the following rebuttals to their claims regarding the issues with billing, late fees, and communication surrounding my HOA account.
  
  1. Inaccurate and Untimely Communication Regarding Fee Increases and Budget Notices:
  FrontSteps Message and Posting Dates: Hawaiiana claims that notices about the 2025 budget were posted on FrontSteps as early as November 2024. The only semi-relevant post on FrontSteps was titled "2025 Budget," but the content had nothing to do with the maintenance fee increase. The message posted on January 8, 2025, not in November, and only mentioned updating owner information, pool FOBs, and parking passes. This message made no mention of the fee increase, and certainly no mention of the requirement to pick up a 2025 budget packet. Ive attached screenshots of every FrontSteps posting from the beginning of November to today. Additionally, Hawaiiana states that the signboards were posted in November, however, they were not placed until late January. These signboards said nothing about picking up the 2025 budget or fee increases and only referred to parking pass renewals with a deadline of February 14th, 2025.
  Missing Hard Copy Notice: Prior to February 14th, 2025,  I received no hard copy notice regarding the fee increase. All of the **** notices I have received were email versions of the FrontSteps messages, which, as previously mentioned, were not relevant to the fee increase. The only hard copy communication I have received from Hawaiiana or **** was the proxy for the annual meeting.
  2. Fee Increase Timeline Discrepancies:
  According to Mr. ********* email which I have provided as an attachment the fee increase was effective on February 1, 2025. The BBB response from Hawaiiana claims that the fee increase was applied starting January 2025, which is inconsistent with the information provided in the email from Mr. ******** Additionally, my DOCSIGHT EStatement for January 2025 still shows the previous maintenance fee of $555.75, not the additional $111.15 fee Hawaiianas BBB response claims. This discrepancy raises additional concerns about when the fee increase was actually applied and when owners were supposed to have received proper notice.
  3. The Retroactive Upload of the February Statement:
  As confirmed by Mr. ******** email, the February 2025 statement was not available at the time I made my payment on February 1, 2025. This statement, reflecting the new fee, was retroactively uploaded on February 2, 2025, after my payment was already submitted. Given that I made the payment based on the available January statement, it seems unreasonable to charge me the increased fee retroactively and apply a late fee when the statement was not provided in a timely manner.
  4. Late Fee and Payment Processing:
  While Hawaiiana has offered to waive the $15 late fee, I maintain that I should not be held responsible for any late charges due to the issues with the statement posting, the retroactive fee increase, and the delays in receiving necessary communication. I made my on-time payment in good faith, using the available information provided in ********, and I believe the responsibility for these issues lies with Hawaiianas failure to update and communicate the correct fee structure in a timely manner.
  5. Request for Resolution:
  Given the issues outlined above, I respectfully request the following:
  The immediate removal of the $111.15 retroactive fee and the $15 late fee.
  A legitimate explanation of when, prior to February 1st, 2025, the fee increase was actually communicated.
  An improved process for delivering accurate and timely statements to owners, particularly those who rely on digital statements.
  Assurance that proper communication will be provided moving forward, especially for military members like myself who may not be present at the property.
  
  I appreciate your assistance in facilitating a fair and timely resolution to this matter.
  

  
  

  Business Response

  Date: 05/05/2025

  Unfortunately, we do not agree with your statements.  The Board elected to have the Association's on-site manager personally hand-out the owner packets including maintenance fee increases and ********************************************************* November notifying owners that packets needed to be picked up in the on-site office.  The Association's manager documented the pick-up by each owner and would update owner and tenant information. 

  The notices were posted in compliance with the governing documents and law and owners picked up their packets promptly in November and December.  Your wife was reminded several times over 3 months to come into the office and collect her packet which included the budget and maintenance fee increase information was prior to the February increase.  We understand that your wife arrived February 14th to pick up her packet and told the site manager that she was sorry she took so long to come in and had been seeing the notices for months but just got busy.

  Maintenance fee payments are due and payable each month.  Historically, maintenance fees across the world increase annually by 2-5% each year.   The Board makes all decisions related to your association and Hawaiiana is contracted to facilitate those decisions.  Hawaiiana did provide excellent service to your association and performed in concert with our contracted agreement. 

  Finally, Hawaiiana presented your concerns regarding the error to pick up the packet and pay the accurate fee on time, the Board as is required in our contracted services, and the Board agreed to waive the late fees. Your concerns have been addressed and resolved.  In the future, please note that owners are required to comply with notices and requests to take action at the direction of the Board.  

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23019124
  
  I am rejecting this response because:

  1. Contradictions and Failure to Acknowledge Discrepancies:
  Your latest response repeats claims already shown to be factually inconsistent. You assert that notices were posted beginning in November, yet the FrontSteps portal the primary communication tool for many owners shows no such postings relevant to a fee increase during that time. The only post remotely related to 2025 fees was dated January 8, 2025, and did not mention a budget, fee increase, or requirement to pick up a packet. I previously provided screenshots of these portal posts, which clearly contradict your assertion.
  Additionally, Mr. ******** email to me directly stated that the fee increase took effect February 1, while your BBB response claims it began in January. This inconsistency has yet to be explained.
  2. Misplaced Blame and Inappropriate Deflection:
  You continue to place blame on my wife for a supposed failure to pick up a packet before February 14 the same date by which your own signage stated the packets needed to be collected. Suggesting fault on her part despite her compliance with that deadline is both inaccurate and dismissive. Furthermore, I, not my wife, am the unit owner and account holder. Your repeated redirection of responsibility to her is not only irrelevant to the billing issue but borders on inappropriate.
  3. Retroactive Billing and Inaccessibility of February Statement:
  You have not addressed the fact that the February 2025 statement which included the increased maintenance fee was uploaded after the due date of February 1. I made my payment based on the most recent available statement at the time (January), which did not reflect the new fee. Retroactively applying an increase and then charging a late fee is unfair and arguably improper. This is a chronic issue that you have yet to address.
  4. Unresolved Late Fee:
  Despite assurances from both Mr. ******* and your BBB responses that the $15 late fee would be waived, it remains on my account as of the May 2025 statement. I annotated Mr. ******** statement that the fee would be waived with my March payment and included a copy of his email again with my April payment to ensure proper documentation. Despite these efforts, no action has been taken to remove the charge. This undermines your claim that the matter has been resolved and suggests a failure to follow through on commitments made in writing.
  5. Tone and Language of Response:
  Your closing remarks particularly the assertion that I must comply with Board directives were delivered in a tone that comes across as dismissive and unnecessarily adversarial. I submitted this complaint to resolve a billing dispute, not to be lectured on compliance, especially when my actions were timely and in good faith based on the information available to me.
  Requested Resolution (Unchanged):
  Immediate removal of the $111.15 fee applied retroactively without timely notice or supporting documentation.
  Immediate removal of the $15 late fee, which still appears on my account.
  A clear and accurate explanation regarding the timeline of the fee increase notification.
  Improved transparency and timely posting of statements, especially for digital users who rely on the DOCSIGHT platform.
  I am seeking a resolution that reflects fairness, accuracy, and accountability none of which have yet been demonstrated in your responses. I look forward to the Better Business Bureaus continued assistance in resolving this matter.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/12/2025

  Thank you for your message. It gives us the opportunity to explain our role as the Associations Managing Agent.  Hawaiiana manages the business and records of the Association. We are neither a Site Management Company nor a Property Management Company.  This means that we take information from homeowners and provide it to the Board.  The Board is comprised of volunteer owners who are elected by the owners collectively within the Association.  The Association chooses whether or not to employ a Site Manager or a Property Manager.  All staff members are employees of the Association or vendors of the Association. Our main role is to maintain and manage the data, records and financial transactions of the Association and to assist the Board to complete work and projects approved for the ownerships common elements.

  Your request to waive your increased maintenance fee and this complaint will be shared with the Board to review and consider resolution by the Board at the next Board meeting.  Hawaiiana does not decide what fees to assess or waive.  We simply take decisions made by the Board and execute those decisions. Your complaint and requested resolution are not within our contracted authority nor responsibilities.  The decision to deliver the updated information notice in- person by the resident manager to owners rather than via mail or the website was a decision made by the Board and executed by the Association's employee and not Hawaiiana.  We followed those directions.  *********** requires us to gather information from owners and share with the Board at their next Board meeting to obtain the Board's direction to resolve.  Your complaint is erroneously directed at Hawaiiana for decisions made by your Board on behalf of the Association. 

  Hawaiiana will review your account to ensure that the late fee of $15 which was waived by the Board is removed from your account.  Since the increase was due in February and you paid the January reduced fee, you were short and therefore late on making your payment in full.  Until that outstanding amount is paid, you will continue to be late each month.  You are required by law to make payments in full and then you may dispute the amount.  Since you have not paid the February increase, your account continues to be short.  If you truly want to resolve the balance due on your account, you should reach out to us directly rather than via BBB.  Again your complaint is related to the notification process, which was handled by the association and not Hawaiiana.

  The notice to increase the maintenance fee was included in the packet which was not picked up in November, December or January which provided ample notice of the February fee increase.  

  Customer Answer

  Date: 05/18/2025

  Thank you for the more professional tone in your latest response. I appreciate the clarification regarding Hawaiianas role as managing agent for the Association. However, I must respectfully reject your continued attempt to deflect responsibility solely onto the Board or the site manager and would like to clarify several critical points.
  
  1. Ongoing Deflection of Responsibility
  While I understand that Hawaiiana executes Board directives, it is disingenuous to suggest that you bear no responsibility for communication errors, delayed processing, or unresolved billing issuesespecially when statements are delivered through your platform (DOCSIGHT) and owners must interact with your staff for billing and account issues. ********************** is the party responsible for delivering monthly billing statements and facilitating payment. Your systems and personnel form the direct operational link to homeowners like myself, and therefore you cannot wholly defer accountability for mismanagement of billing timelines.
  
  2. Chronic Late Posting of Statements
  This issue did not occur in a vacuum. A central problem is the chronic delay in posting new monthly statements through the DOCSIGHT platform. This delay has occurred regularly, with statements often posted after the payment due date. In the specific case of February 2025:
  The February statement was not posted until February 2, 2025, after the February 1 due date.
  My payment of $555.75 was mailed on February 1, based on the most recent available statement (January).
  Had Hawaiiana posted the updated February statement before the due dateas is standard industry practiceI would have had the correct amount and paid the increased fee on time.
  This failure to provide a timely statement directly led to the underpayment. The retroactive nature of this fee assessment, combined with late posting of statements, is at the core of this dispute and falls squarely under Hawaiianas administrative responsibility.
  
  3. Delayed Action on the Late Fee
  Although the Board reportedly approved waiving the $15 late fee, it has remained on my account for two full months despite:
  My March 3 email to Mr. ************* March and April payments including documentation of the waived fee
  My May 1 phone call to Mr. ************* the Board meets monthly, it should not take this long to process a clearly approved and documented waiverespecially when the error stemmed from systemic delays outside the homeowners control. This delay reflects an issue with internal execution, not a lack of communication from my side.
  
  4. False Claim That the Fee Remains Unpaid
  Your recent claim that I have not yet paid the increased maintenance fee is demonstrably false. I am attaching supporting documentation for:
  Check #****, for the amount of $111.15
  Dated: March 14, 2025
  Received stamp by Hawaiiana: March 18, 2025
  Cleared from my bank: March 21, 2025
  These dates confirm I complied with your directive to pay first and dispute later. Continuing to treat my account as delinquent or implying otherwise is factually incorrect and undermines your credibility in this matter.
  
  5. Documented Falsehoods and Inconsistencies
  There are multiple unresolved discrepancies:
  Contradictory effective dates: Mr. ******** email says the increase took effect February 1; your prior BBB response claims January. No explanation has been offered.
  Unsupported claim of November notification: I provided screenshots of all FrontSteps messages from November onward, none of which discuss the budget or fee increase. This contradicts your repeated assertions.
  Misleading signage claims: You claimed signage in November instructed owners to pick up packets. I state clearlybased on firsthand observationthat signs were posted in late January, and they referenced only parking pass renewals, not budgets or fees. Unless you can produce dated photo evidence proving otherwise, this remains a disputed and unsubstantiated claim.
  
  6. Misleading Public Statements
  Your BBB responses have included several inaccuracies:
  The status of my payment
  The posting date of statements
  The timeline of notification
  The claim that the fee was waived (it wasn't, until escalated)
  These errors contradict written communication from your own representatives and financial records. Hawaiiana must ensure that public responses accurately reflect internal facts and account activity.
  
  Requested Resolution (Updated):
  I acted in good faith, paid the invoiced amount on time using the most recently provided statement, and complied with your directive to pay and then dispute. In light of the above, I respectfully request:
  Refund of the $111.15 retroactive maintenance fee, as it was not communicated through the appropriate statement prior to the February 1 due date.
  Immediate and permanent removal of the $15 late fee, which was caused by your delay and remained unresolved for months.
  Confirmation that my account now reflects a $0 balance and is in good standing.
  A clear, documented timeline showing when the fee increase was approved, when it was communicated, and when it was posted on *********
  An internal review and improvement plan to ensure monthly statements are posted before the payment due date to prevent similar issues in the future.
  
  This dispute is not about avoiding paymentits about accountability, transparency, and fairness in how homeowners are billed and notified. I continue to request the BBBs assistance in resolving this matter appropriately.
  Thank you.
  

• Initial Complaint

  Date:02/25/2025

  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.

  This issue started in March 2023, when the condo management company replaced an outside wooden sliding door with inside door materials and using substandard materials.Previously, when condo required repairs of our unit they had sent a notice of intent to repair or warnings. However, we were not previously informed nor were our tenants. Our tenant witnessed someone climbing over the back fence and passing the materials over this fence. They were NOT informed this work would/was being done... they basically were trespassing. We then received a bill for almost $1000 for this substandard door installation in the mail. We were floored! They also did not have any handles on the door to open it and we were later told we'd have to pay $$$ for the company to put these on... we did it ourselves. After trying to say this should have been something we did ourselves since it was behind a fence and wasn't common area, they said it was a grey area and we needed to pay for it or there could be consequences. ... needless to say we paid.Less than 12 months later, the bottom of the door is unglueing since they put an inside door on it. They tried to say we shouldn't have put this kind of door on it.. We didn't ... they did !! When we informed the condo management company, they staled and then someone else was now in charge and we had to go through them. Today, we were told that now it's the owner's responsibility to fix/replace the door. Just get keep getting the run around from this company... very very frustrated since it seems our hands are tied.Guess they can say and do anything they want!

  Business Response

  Date: 03/03/2025

  Thank you for your message.  It gives us the opportunity to explain our role as the Associations Managing Agent.  Hawaiiana manages the business and records of the Association.  We are neither a Site Management Company nor a Property Management Company.  This means that we take information from homeowners and provide it to the Board.  The Board is comprised of volunteer owners who are elected by the owners collectively within the Association.  The Association chooses whether or not to employ a Site Manager or a Property Manager.  **************** does employ a site management company.  The site management company is not related to Hawaiiana and they are contracted to coordinate and communicate with owners regarding projects.  This company would coordinate repairs and access during the painting.   Our main role is to maintain and manage the data, records and financial transactions of the Association.

  When a homeowner reaches out to our office, we gather the information, consult the Board, obtain their approval, draft a notice with the information provided. ********** does not have the authority to make decisions nor respond on behalf of the Association without prior written approval of the Board.   
  
  When a homeowner requests to make repairs, they can reach out to our office to make a written request for consideration by the Board.  We gather the information, consult the Board, and must obtain their approval, to complete any repairs or requests.  If the Board or site management company finds an owner in violation of an association rule, requirement or policy, our office may be asked to send a notice on behalf of the association to advise the owner how to get back into compliance.  ********** does not have the authority to make decisions nor respond on behalf of the Association without prior written approval of the Board. 

  Finally, in researching your complaint, we did verify that owners within your Association are required to maintain the door in question and replace it when needed at the owner's cost.   If the owner does not replace it when needed, the Association may elect to replace it and assess the cost back to the owner.  This rule is included in your Association's governing documents and is a requirement enforced unilaterally to all owners.  Therefore, requesting that the Association pay to replace your door is not an option.  Anytime the association pays an expense, it is divided by the total ownership and billed to all owners. It would be unfair for all owners to share in the cost of a door related to one owner.  

  Your compliant is not related to our business and is erroneously directed at Hawaiiana.  Please delete your complaint against Hawaiiana.  We manage the records of the association and did not select the door, nor coordinate the installation of the door. 

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair 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.

  I received a letter in the mail randomly that I am delinquent on association dues which is completely false. I have the association fee deducted monthly from one of my bank accounts and I emailed this to them and received no response. They are an extremely SKETCHY ***. Last year, they tried to charge me for trees on my planter strip to be re-planted. They claimed that they were manipulated which was not true. This problem was rectified after I sent them photos of the tree and they asked me to no longer cut them. There was a point where there were hornet's nests in the tree, so the neighborhood yardman got rid of it and perhaps trimmed some branches but did not cut down the entire tree or the branches. I actually filed a complaint with BBB on this and Hawaiiana responded by saying they will have someone come and touch up the tree since it was still ALIVE as I was telling them, and as far as I knew we were good on the trees from that point. The trees to this day are ALIVE and even BIGGER.There was second instance where they mailed another horrific letter saying they would charge me excessive amounts of money because the planter strip grass was starting to yellow during the SUMMER. It's so wild because this house I am talking about is located on the west side of ****, which happens to be extremely dry and hot. So, what I ended up doing was watering the grass TWICE A DAY and the yellowing went away within a WEEK. My water bill went up to almost $300 DOLLARS from watering daily. Now I get this in the mail YESTERDAY saying I owe almost $600! This is ridiculous! Someone needs to do something. These houses in this neighborhood are almost brand new, about to be only four years old yet I'm here having to deal with this every few months. They doubled the maintenance fee on the buildings in my neighborhood but it's not enough, I guess. They need to keep harassing the homeowners for more money. My other house no trouble at all from the *** and that house is over 30 years old!

  Customer Answer

  Date: 02/25/2025

  Yes, it is resolved. Thank you for your assistance.

• Initial Complaint

  Date:10/08/2024

  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.

  Aloha,We just received an invoice from our Property Management Company in the amount of $642.22. We asked them what this bill is for, and they said that a neighbor complained about our dog barking. They in turn hired an attorney and are charging us for legal fees. The neighbor had also called the cops, and when we spoke with the cops they said that nothing can be done as there was not a bite or any type of injury. You can speak with the cops regarding this issue, and you will receive the same feedback that we did. Feel free to call myself or my wife with any questions. My cell phone is ************. My wife is ***** ****** and her cell phone is ************. We appreciate your help with this matter.Mahalo,***** *****

  Business Response

  Date: 10/21/2024

  Thank you for providing an opportunity to share our role as your association management company.  We provide information from owners to the volunteer Board of Directors for their review and decision making at duly scheduled Board meetings.  This compliant is related to an ongoing legal matter related to the owner's German Shepherd which roams freely in the community unleashed and unescorted which is in violation of the Association rules.  *** has submitted multiple reports to the *** with videos where the dog has reportedly attacked several people, instilling fear among residents.  The matter has been escalated to the Association's attorney after the owner threatened to hold the *** responsible.  Letters to notify the owner of the repeated violation and obligation to pay the attorney's fees have gone without reply until this BBB filing.  We must uphold the rules of the Association and protect the safety of the ownership and ***.  The owner is required to make payment of the outstanding fees and comply with the requirements within the community for the safety and peace of the owners and visitors within the community.   

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22399410
  
  I am rejecting this response because:  I sent the attached letter to the attorney on Monday October 14th.  We have not heard back from the attorney regarding a solution.  We did speak with the Police regarding our neighbors complaint.  They said that nothing can be done, as the dog did not attack or injure anyone.  The complaint was due to fear from barking.  We proposed that we would be willing to pay for raising the fence in the back corner of the yard, so that the dog cannot get out, but we are waiting to hear back from their attorney.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/26/2024

  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.

  This complaint isnt really about the business itself, but a specific employee. This employee has a complete lack of communication and/or complete disregard of communication. We have asked numerous times for explanations, things to be looked at or checked out on our property, or just general information. Our manager gives us one word answers or maybe a few sentences at best without explanation of anything. In one instance we asked about lighting near our home and sprinkler that was broken. From our camera we observed an Individual came and inspected, but not fix. The issue happened for a while until I eventually just fixed it myself. The lighting issue has still not been fixed or even acknowledged to this day. Everyone has the same lamp near their entry that works but ours has been not working since we moved in. Renovations occur regularly at our location such as paving, painting, gutter cleaning, pest control, etc. some require us to be there or to clear the area so professionals can get in, etc. One particular job was to be done with only 5 days notice and needed our vehicles be moved and vacated for the entire day. When asked why werent we given notification earlier, I didnt get a response for 3 days. When asked if we can park anywhere else on property like they allowed last time ***aving was done, I got traffic control will be done and sorry for an inconvenience. Now I know, the Hawaiiana company *** is going to say, we do as the board says, complain to the board, we just collect financial payment, etc. if you guys dont like dealing with complaints or have issues with communication, dont list yourself as the person to ask questions or raise concerns too. I have a paper trail of emails from this individual. I also needed to get my realtor involved since she stopped answering me. If you dont like being the middle person, then maybe dont make yourself one and we wont have to bother you. Hawaiiana doesnt want to be responsible for anything.

  Business Response

  Date: 10/09/2024

  Thank you for your
  message.  It gives us the opportunity to explain our role as the
  Association’s Managing Agent.  Hawaiiana manages the business and records
  of the Association.  We are neither a Site Management Company nor a
  Property Management Company.  This means that we take information from
  homeowners and provide it to the Board.  The Board is comprised of
  volunteer owners who are elected by the owners collectively within the
  Association. 
  
  When a homeowner needs
  repairs to common area elements that affect them, they can reach out to our
  office for assistance.  We gather the information and present it to the
  Board, but a volunteer Board member must approve and authorize any actions. Neither our
  office nor our representatives have the authority to make decisions,
  take action, or respond on behalf of the Association without prior written
  approval of the Board.  
  
  Please note that the
  parking at Greens at Waikele is extremely limited and there is no parking on
  the street.  Community members experience even more limited parking approximately
  every 5 years, when the parking lot is re-sealed, per ongoing maintenance requirements.
  Mr. Awakuni’s email complaints regarding this situation (and all other complaints from him) were
  forwarded to the Board of Directors of Greens at Waikele by Hawaiiana's agent, per proper protocol. 

  Customer Answer

  Date: 10/09/2024

   
  
  Complaint: 22345463
  
  
  
  I am rejecting this response because:

  It’s not so much that I don’t understand what you guys do for a living. It’s more so the fact that the person you employ, “accounts manager” whatever you want to call them has yet to respond to numerous complaints. I find it hard to believe that anything is being forwarded to any board members. A simple yes or no is all we are looking for. Instead I have to literally ask our specific account manager to read my email because she never addresses what I am asking for or requesting more info on. (See attached). 
  

  The parking is what it is at this point, in which she still has never followed up or responded yet and we are now half way through this project. 
  

  She also responded recently saying that the project, happening during writing of this email, will only be one day. Well here we are, this is day 3 that our cars had to be moved. I don’t understand how someone can claim they have to go to the board for approval or responses but can respond with something like that? Does the board actually think this project is one day long? Not the seven days posted on the bulletin. Who is least informed? The board or the account manager. It also just shows how much your employee reads any emails. (See attached)

  This project should’ve been voted on or something should have brought up. If this was already in the books then why did we only get five days notice. Five days notice is so ridiculous and then for your employee to not respond for 3 days, even with a “will get back to you” is ridiculous as well. I figured if you guys are in business for 60 years you would figure that out by now, an experienced employee of yours would have notified the board that this project is moving too fast. Like I said, if you guys don’t want to be the middle person for communications or concerns as stated in the bulletin, then maybe start taking some responsibility for the lack of communication your employee has or don’t be the middle person and let us talk to the board. 

  Sincerely,
  
  
  
  Mark Awakuni

• Initial Complaint

  Date:08/22/2024

  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.

  My complaint is against the general manager of the property managed by Hawaiiana Management Group. The manager is demonstrating abuse of power by showing favoritism towards some of the residents of the property. He has published rules for the guest parking yet does not follow when it comes to certain residents. The property manager and I were in a heated email discussion about the use of the stall for an additional day totally about 16 hours a week. He denied me the third day, and I had to settle for two days totaling approximately 10 hours a week. On August 19, 2024 at approx 8:30 a.m. I noticed a resident parking over night. I then asked the property manager. He said it would only be for a few days. It was in fact for 7 days and 144 hours. He allows this Resident many other privileges where the rules don't apply to him. i.e. leaving the trash bin outside, allowing his dog to be un leashed, and allowing this resident use of the guest stall as the resident's personal stall. His writings to me are demeaning and abusive. The attitude is **** and abrasive. Basically, he tells me that I am denying your request and you just take it or leave it.. He also shown favoritism toward men, in allowing them to park in these stalls for sometimes months. Yet he writes in his notifications that residents are abusing the use of the guest parking. He's enabling it.

  Business Response

  Date: 08/28/2024

  Thank you for your message. It gives us the opportunity to explain our role as the Associations Managing Agent.  Hawaiiana manages the business and records of the Association. We are neither a Site Management Company nor a Property Management Company.  This means that we take information from homeowners and provide it to the Board.  The Board is comprised of volunteer owners who are elected by the owners collectively within the Association.  The Association chooses whether or not to employ a Site Manager or a Property Manager. All staff members are employees of the Association or vendors of the Association.  Hawaiiana does not employ your General Manager and therefore does not have the authority to resolve your complaint.  Your complaint is against your association's employee and not Hawaiiana.  We will however share your message and concern with the Board for their consideration and it will be their responsibility to determine the best action to remedy your concerns. 

  Please delete your complaint against Hawaiiana.  We do not have the authority to make decisions regarding employees of your Association and therefore your complaint is erroneously directed at the wrong business.  Our main role is to maintain and manage the data, records and financial transactions of the Association and to assist the Board to make decisions related to projects approved for the ownerships common elements.  Thank you for your time and understanding. 

• Initial Complaint

  Date:06/04/2024

  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 was sent some sort of violation in the mail from the homeowner's association about the trees that are on my sidewalk claiming that they need to be removed due to improper cutting and trimming and that I am being fined. It doesn't make sense because the tree is alive and cared for and what they mean by improper cutting can mean so many things. So, I sent them pictures of the trees showing them that they're perfectly NORMAL and also sent examples of trees literally on the same street that have been manipulated or are overgrowing onto the sidewalk. I am not sure if this some sort of scheme to obtain money but its not right since the tree is perfectly normal. I never shaved it completely, but I do maintain it. There is a hornet issue in my neighborhood and if I let the tree get humungous like some of the trees, then it could become a safety issue. Super bad business out here in ****** please help me. These guys wont even respond promptly about the issue and I do not want my bank account being charged for something ridiculous like this especially when the tree is ALIVE and NORMAL.

  Business Response

  Date: 06/10/2024

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

  Thank you for your message.  It gives us the opportunity to explain our role as the Association's Managing Agent.  Living in an ********************* requires cooperation and compliance with the rules and requirements accepted and agreed upon when you purchased your home.  **************** is governed by a group of volunteer homeowners who are elected to serve on the ***** of directors to manage the business of your community.  Hawaiiana is the Managing agent.  We are contracted to collect fees and make payments at the direction of the *****.  For some communities, we also send notices to owners on behalf of the association to ensure compliance with the rules accepted by each owner as a requirement of ownership.   Your community association maintains the trees along the street which is required by the city and county.  It is specified in your Association's rules, and referenced in the violation letter you attached to this complaint, that "Owners shall not trim, prune, treat, replant or replace any street tree, subject to enforcement and potential fines".  You then stated in your complaint that you DID maintain and trim the tree.  The tree was inspected by the arborist who is managing all of the community trees and has been manicuring them uniformly for good health, county compliance and best appeal to your neighborhood.  He found that "the tree must be replaced for improper cutting, trimming, pruning or treatment."  governing documents and to maintain a well maintained and managed neighborhood.  Hawaiiana did send you a letter on behalf of your Association and included the cost and fine to replace the tree.  This decision is made by the Association members, Contracted arborist vendor, governing documents and the ***** of **************** Hawaiiana must then send a notice to you to document the violation and notify you of the issue.  You are able to request a waiver or appeal the decision by making a written request to the ***** of **************** Hawaiiana Management, as your Managing Agent will facilitate requests and information from owners to the ***** for their review and it is up to the ***** to determine if they are able to waive the requirement or must enforce the rules as established by the developer when the Association was formed.  The ultimate goal is to safeguard and grow property values.  Hawaiiana does not have the authority to waive fees or approve your appeal.  Our role is to maintain the records of your Association and decisions made by the *****.  Your request to appeal the Association's decision has been forwarded to the ***** for review.  Once a decision has been made, you will receive the determination in writing.  Please know that your complaint is erroneously made against Hawaiiana.  Fees and fines go directly to your Association's account.  ********************** does not receive any money related to this fee.  In addition, Hawaiiana does not have the authority to make decisions related to your complaint.  However, your complaint and request were promptly forwarded by Hawaiiana to the ***** for review, in accordance with our contract.  It is typical for your ***** to meet no more frequently than once a month.  Your violation letter was dated 5 business days before this complaint was filed.  The ***** is made up of volunteer homeowners who devote their personal time to help make decisions on behalf of your community.  They will promptly address your concerns at their next scheduled ***** meeting.  Please delete your complaint against Hawaiiana.  Refunding your violation fine is not within our service authority and therefore your complaint is erroneously directed at the wrong business.  Thank you for your time and understanding.  
  

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21803912
  
  I am rejecting this response because the tree is alive and fine. This is like an exploitation to just get money. If you look at the email and actually look at the pictures, the trees look perfectly NORMAL. This is not right someone needs to do something. There are so many trees in the neighborhood that are actually cut down or is overgrowing. Are all those people getting their trees replaced as well??? I have yet to see any replaced. I don't know what else to say. Looking at the picture should be a no brainer that the trees are normal and fine.
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:03/13/2024

  Type:Billing 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.

  Failed to process payments, sent me no statements. I spoke with our treasurer, and he reached out to them. Payments were processed but Hawaiiana still decided to refer the account to their attorney. Even though the **** told them that account was up to date, they went ahead and put a lien on the property and charged me $2000 in legal fees. Still not sending statements so I do not know what to pay.When I complained, *************************** stated that she won't talk to me and told the Board that they "don't have permission" to speak with me either. Kafkaesque nightmare.

  Business Response

  Date: 03/21/2024

  We appreciate the opportunity to respond to this complaint that Hawaiiana failed to process payments and send statement. 

     This statement is incorrect.  Only a partial payment was made and statements have been mailed each month.
   I spoke with our treasurer, and he reached out to them.
      The Treasurer was personally attempting to resolve the account via email after Hawaiiana had been directed by the ***** to refer the account to the attorney. Once it is    forwarded to the attorney, fair debt collection practices require the Agent and ***** to forward all future communications regarding the collection to the attorney. 

  Payments were processed but Hawaiiana still decided to refer the account to their attorney.
      Hawaiiana is not authorized to decide what can be sent to the attorney or waive the requirement at their discretion.  Our contract requires us to follow the direction of the ***** and our service to the Association protects the ownership as a whole by enforcing timely collection of maintenance fees.  At the time the account was turned over to the ***** it was several months delinquent. 
  Even though the **** told them that account was up to date, they went ahead and put a lien on the property and charged me $2000 in legal fees.
      That is incorrect.  Hawaiiana accepts collection payments from the attorney and once the attorney confirms that account is paid in full, the attorney removes the lien.  Hawaiiana does not file liens and all payments go entirely into the associations account for use by the association. The account has not yet been paid in full and is currently delinquent.
  Still not sending statements so I do not know what to pay.
    This is incorrect. The owner confirmed in writing that the address we are using to mail the statement is correct.  Hawaiiana verified that statements have been sent every month since the unit was purchased to the confirmed and correct address provided.
  When I complained, *************************** stated that she won't talk to me and told the ***** that they "don't have permission" to speak with me either.
    The law requires, for the protection of the individual in arears, that they communicate directly and exclusively with the attorney handling the collection. Hawaiiana again, is in full compliance with our agreement with the association and has provided exceptional service to the ***** and Association regarding this matter. 

  
  Owners sign and agree to pay maintenance fees at the time of purchasing their unit.  This owner knew fees were due each month, and did not make payment for several months. In addition, once notice was provided that the balance was past due, the owner did not pay the balance in full prior to requesting a waiver of fees.  Because an association only collects maintenance fees based on the budgeted annual expenses, when unexpected costs for legal assistance are required, that expense must be either paid by the person who created that issue or by all of the owners in the association.  It would be unfair to assess the $2000 legal costs to collect a delinquent payment from one owner to all of the other owners who have been making timely payments.  The request by this owner to have the association pay his legal fees was not approved by the ************    
  
  Hawaiiana is contracted as the Associations Management Agent. Hawaiiana does not have the authority to pursue legal action nor send an account to collections without direction from the ************ ********* voted at a regularly scheduled ***** meeting, during executive session, on December 8, 2023 to refer this account to collection after it was more than $17,000 past due.  Whenever an account is more than 90 days past due, the ***** of ********* is required to forward that account to an attorney for collections to ensure it is doing everything necessary to fulfil their fiduciary responsibility.  Payment is required to be made in full including legal and late fees.  Once the account is current, the owner is able to sign up for automated payments of the entire balance due each month.  Please bring your account current and ensure that fees are paid in-full and on-time each month to ensure successful operations of your association's services.  Mahalo.

• Initial Complaint

  Date:01/25/2024

  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.

  Constant harassment from other residents and site manager with zero help from the *** to resolve the issue. Evidence of the harassment has been documented ranging from photos of violations from other residents to site manager verbally harassing me over text. Hawaiiana refuses to come to any resolution even when contacted multiple times and going through several different people. I would like hawaiiana to remove their employee ( site manager) that has been unjustifiably rude and unprofessional in my own place of living. Hawaiiana has failed to offer any sort of compensation or accommodation for the numerous plumbing and electrical issues that limits my access to water multiple times a month and electricity thats unavailable when one unit needs work. Hawaiiana needs to return all of my money thats been collected in unjustified and unsubstantiated fines that are being places on me from other residents in this building. I have not been reimbursed for the flooding that happened in my apartment due to another resident attempting to do plumbing work on their own.

  Business Response

  Date: 02/12/2024

  Aloha,

  Hawaiiana Management is contracted to maintain the business records of your *********** including keeping for the maintenance fee collections and expense payments of your *********** under the direction of your ***** of **************** Hawaiiana is not contracted to manage issues between owners or residents.  The Site Manager is an employee or your *********** and not an employee of Hawaiiana and as such we do not have the authority to remove an employee hired by your ***** of ****************  Your maintenance fee payments are simply collected by Hawaiiana on behalf of your *********** and all dollars are placed into your ***********'s operating account to be utilized to pay for expenses on behalf of your ownership to maintain the common elements. As a member of an association, your maintenance fees are needed to make repairs.  Plumbing and electrical issues can be experienced due to normal maintenance and improvements which can create a nuisance for owners though that inconvenience is no one's fault and is part of living and owning within a building with shared infrastructure.  Hawaiiana simply collects and records the money of the association. All decisions related to how and when the money will be spent are decided by your ***** of ********* and based upon the needs of the entire *********** of ************* Compensation is not available to anyone who experiences an interruption in service unless provided by ***************** Company or the *********************.  If there is an issue with flooding within your unit, you should reach out to your insurance agent for support.  Your insurance company will work together with the other owner's insurance company to make sure the claim is addressed.  Your *********** can only participate in matters related to the common elements and not between neighbors. Your complaints are all related to issues with your neighbors and is not within Hawaiiana's contracted services nor our authority.  We will relay this information to the ***** to review.  The ***** is able to evaluate the complaint related to the conduct of the Site Manager and will consider the inconvenience of the water or electrical interruption to determine if they feel that action should be taken to address those concerns.  Again, your complaints are not related to the excellent services provided by Hawaiiana as your ***********'s managing agent.  Your complaints are not related to Hawaiiana or our service.  We request that you delete your complaint against Hawaiiana.  

• Initial Complaint

  Date:01/05/2024

  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 am a homeowner in Watercolors ******** and we have been dealing with sprinkler issues not working for the past 4 years. We have been in contact with Hawaiiana multiple times and still no resolution and no repairs . Management keeps saying they have contacted the landscaping company and still nothing done. We were told by the landscapers waiting on parts to repair the sprinklers years ago and still we are waiting. The landscapers come into watercolors but only take care of the lower parts and never cut out take care of the upper side where the sprinklers need to be repaired and cut the grass in common areas.

  Business Response

  Date: 01/12/2024

  Aloha,

  I understand your concerns and frustrations.  Hawaiiana is your Association's managing agent.  It is not within our authority to repair the sprinklers at your request.  We gather complaints from owners, investigate possible solutions and share them with the elected ***** of **************** It is the *****'s responsibility to review each issue and select an action to correct the problem, if possible.  Once we obtain approval or direction from the *****, Hawaiiana takes action to remedy the issue according to the approval. 

  There has been a long-term issue with an area of the irrigation.  Hawaiiana has shared the concern with the Landscapers and the *****.  The landscapers have made numerous attempts to solve and repair the issue over the years.  Unfortunately, the actual solution requires a complete replacement of the irrigation system which had not yet been budgeted to replace.  As owners pay into the maintenance fees and reserve fund, larger projects such as replacing the irrigation system can then be approved and funded. Hawaiiana and the ***** have appreciated your concerns and share in your goal to repair the area.  The ***** approved our recommendation to obtain proposals to replace the irrigation system which will be a fairly large expense for your community.  Once the proposals and costs are provided by potential contractors, the ***** will evaluate the Association's ability to contract the service.  The Management Executive will contact you to let you know when the project will begin and the anticipated completion date. 

  Good things can sometime take time.  Unfortunately, this issue was not a quick or easy repair and took much more time than expected.  Your patience and understanding is appreciated.  It is everyone's goal to keep the property well maintained and in good repair.  

  Mahalo,

    Hawaiiana Management Company