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Business Profile

Internet Marketing Services

Hawaiian Telcom Communications, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Hawaiian Telcom Communications, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Hawaiian Telcom Communications, Inc. has 3 locations, listed below.

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    Customer Complaints Summary

    • 80 total complaints in the last 3 years.
    • 24 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/08/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Paid $32.89 a month for no phone service. They temporarily fixed my line by crossing wires which worked temporarily - possibly one day.Numerous phone calls with super long wait times. They cannot and will not fix my problem. Hawaiian Tel needs to replace a main cable coming into our building but REFUSES to do so for months/years??? Apparently everyone else switched over to Spectrum. I switched over but Hawaiian Tel is still charging me and COLLECTING money from me when i have NO active line with them. I was told today that I did not call to cancel. Why should I call when they are NOT providing a service. Every one else I know switched and did NOT do a separate call to deactivate...

      Customer Answer

      Date: 11/09/2023

      I'm not sure as this is our phone utility.

      Hawaiian Telcom

      1177 ***************.

      ********, **. 96813

      Www.hawaiiantel.com

      I need help with this complaint.

      Business Response

      Date: 11/28/2023

      Hawaiian Telcom Customer Relations contacted the complainant on November 28, 2023, to apologize for her experience and inform her that once her port out request is completed, her account will be closed, and she will receive a final bill. I also explained that ****************** for previous service interruptions will be reflected on the invoice dated December 28, 2023. She has our contact information should she have further questions.

      Customer Answer

      Date: 12/06/2023

      Thank you very much in helping me to address and resolve this complaint.

    • Initial Complaint

      Date:11/06/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Weve been without service for 4 days. Spoke with their representatives multiple times and have gotten 3 work orders and numerous promises for call backs which never happen. We have been subscribing to their services since **** and this is the worst weve ever experienced. Phone, internet, TV intermittently work.

      Business Response

      Date: 11/13/2023

      Hawaiian Telcom contacted the complainant on November 7, 2023, to apologize for his experience and he confirmed the Internet and TV service are working properly. To address home phone service issues, the complainant agreed to a technician visit on November 10, 2023. He has our contact information and understands to contact us if he needs further assistance.

      Customer Answer

      Date: 11/13/2023

       
      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

      Date:11/06/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Hawaiian Telcom turned off my phone by mistake. I have been calling for a week and I can't get a resolution. I asked them to turn off an unused 2nd number and they turned off everything instead.I am a senior who needs this phone which I have had for over 50 years. ************ is poor in my area and everyone knows my land line number. Doctors, family etc . No one can contact **** need my phone!!They admit they made a mistake but so far they are unable to turn my phone on!!!

      Business Response

      Date: 11/13/2023

      Hawaiian Telcom Customer Relations contacted the complainant on November 6, 2023, to apologize for disconnecting the wrong home phone number on November 2, 2023, and confirm that an order was issued to have a technician re-install it on November 8, 2023. On November 8, 2023, we followed up with the complainant and she confirmed her home phone service was working properly. She has our contact information should she need further assistance.

    • Initial Complaint

      Date:10/18/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 get my landline phone service and internet through Hawaiiantel. I recently changed plans and was offered a faster internet speed. Hawaiian tel employees came out to my house and changed the speed in my modem. They were here for about 5 minutes. I agreed to change to the plan with the faster internet speed because it was cheaper. I was not told there would be a $100 charge for making a change to my modem. If I had been told there was a $100 charge to change my modem speed, I would not have agreed to increase my internet speed.

      Business Response

      Date: 10/20/2023

      Hawaiian Telcom Customer Relations contacted the complainant on October 19, 2023, to review her account,invoices and service options. To her satisfaction, an order was issued to update her services to the agreed upon plan. Her invoice dated November 10, 2023,will reflect ****************** and changes, as well as prorated charges from the date of the change, which is October 20, 2023.

      Customer Answer

      Date: 10/20/2023

       
      Complaint: 20745655

      I am rejecting this response because: my bill is currently $37. It should be $19.

      Sincerely,

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

    • Initial Complaint

      Date:10/17/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Hawaiian Telcom **** #: *************** (******************************/29/23 called ************ to report I made a payment to them in error and wanted it refunded. $557.75 to be refunded. ***** said it will take 4-5 weeks.9/11 I called as they deducted the current month bill which I instructed not to do. Was told $498.21 to be refunded in 2-3 was.10/02: called to report no check received. I said I have been patient and complained why is it taking so long. **** said will get check in 2-3 business days.10/06: explained situation to *** and how upset I was. Another months bill deducted after I told them not to. Said she will put in a rush refund request for $438.67 to receive in 2-3 weeks. I stressed do not make anymore deductions.Its been a total of 7 weeks and they still have not refunded my money. Every time I call it seems the date of refund is pushed back. I asked to speak to someone in charge of the accounting office but was told its not possible. Please assist me to red this problem. Thank you!

      Business Response

      Date: 10/19/2023

      Hawaiian Telcom Customer Relations contacted the complainant on October 18, 2023, to apologize for not sending the refund check as promised. The complainant understands that the refund check will be mailed on October 25, 2023, and has our contact information should she need further assistance.

      Customer Answer

      Date: 10/19/2023

      I was told many times in the past 7-plus weeks that they were going to send me my refund check. They said it was processed on October 11 and will be mailed on October 25th. I dont see why it takes so long but what else can I do but agree to it. But until they actually follow through my complaint is not closed. 

      I really appreciate your assistance in thinking matter. I dont think they would have done anything to assist me if I hadnt contacted BBB. Thank you!

    • Initial Complaint

      Date:09/18/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      The quality of streaming video has gotten progressively worse over tge past several months to the point that all internet video is extremely blurry. Definitely not 4K/UHD quality. Internet speeds are slow and not at the speed advertised.

      Business Response

      Date: 09/19/2023

      Hawaiian Telcom Customer Relations called the complainant on September 18, 2023, to troubleshoot issues with the ***************** which appears to be with the modem. A replacement modem will be mailed to the complainant, and he understands that we will follow up with him to ensure the **************** is working properly. He has our contact information and can contact us if he needs assistance.

      Customer Answer

      Date: 09/19/2023

       
      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

      Date:09/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Hawaiian Telcom is a terrible company to work with. I started with internet service for $69.99 in August 2023. I made a request to add hard-wired internet jacks by a technician and the agent incorrectly placed my order as some self-service thing. Because of that, my bill is now $250 per month and my promotional rate was removed. Instead of correcting everything, Ive talked to three agents who all say they cant do anything in the system. They cant remove the charges. They cant give me my original rate. They cant escalate me to a supervisor. They cant even cancel my account because of this incorrect order. They tell me they cant do anything about this and then they ask me is there anything else I can do for you? Why ask me that? I have ZERO options. You dont let me cancel. You dont let me revert to my original charge. I am being charged $250 per month and I cant even cancel!! This is a terrible company that outsources everything and makes it so difficult to talk to anyone that can actually do something.

      Business Response

      Date: 09/14/2023

      Hawaiian Telcom Customer Relations called the complainant on September 13, 2023, and apologized for his experience. Based on our records, a system glitch inadvertently removed the promotional discount. To resolve his complaint, an order to reinstate the promotional discount will be issued once the system glitch is corrected and ****************** totaling $209.63 have been applied on the invoice dated September 4, 2023, to honor the promotional discount. ****************** will be reflected on the invoice dated October 4, 2023. The adjusted account balance as of September 13, 2023 is $42.90.

    • Initial Complaint

      Date:09/08/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      9/08/2023 - My household has been a customer of ********************** for years. We have multiple people in our household who heavily rely on the internet service they provide and we pay for to do our jobs as many of us are still working remote. We have been and are currently experiencing issues with our internet service constantly being spotty and disconnecting at random times, we live in a location in a residential area of ******** in the Liliha/Nuuanu area where this should not be an issue. When my housemate who pays for our service called called to speak with a representative and explain the current situation and see what can be done, they stated there is nothing they can do about the situation and it is a constant issue they are having and working on. When we asked for a pause of our service, a future discount for not having "constant access to the internet", or even a cancellation of our current plan, we were informed that was NOT allowed and they are not authorized to do anything to assist in this situation. It is ridiculous that even a request to cancel service has been denied in this situation where we have been unable to use the service we have been paying for. The customer service agent also informed us that the business is NOT cancelling or doing anything about service for other consumers on the island of Maui that have been affected by the recent wildfires. It is unbelievable that these shady practices and monopoly of what is now considered a basic need and necessity can continue to go on unexplained and unchecked on multiple fronts.

      Business Response

      Date: 09/11/2023

      Hawaiian Telcom Customer Relations spoke with the complainant on September 8, 2023, and apologized for his experience. The complainant agreed to have a technician visit tomorrow, September 12, 2023, to assist with resolving his concerns. The complainant has my contact information and understands I will follow up with him on September 13, 2023.

    • Initial Complaint

      Date:08/29/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Hawiian Telecommunication is unable to figure out how to bill correctly. We canceled our ** with the company and maintained or internet. We were prorated for the ** cancelation and a credit was placed on our account, but the ********************** fails to place the credit towards the bill. We have had this issue a few times and each time we call the company we get the run around on why the bill is off. This is an issue that seems to happen often and it never gets addressed.

      Business Response

      Date: 08/30/2023

      Hawaiian Telcom Customer Relations spoke with the complainant on August 29, 2023, to review the invoice dated July 25, 2023, including the Previous Balance, prorated credits and charges for changes made between bill cycles on July 10, 2023, charges of $87.14 for the service period from July 25, 2023, through August 24, 2023, and the Total Amount Due. The account balance as of August 29, 2023, is $47.50 CR and the invoice dated September 25, 2023, will reflect a payment of $87.14,which was posted on August 28, 2023, and a credit adjustment totaling $47.50 CR issued on August 29, 2023.

    • Initial Complaint

      Date:08/18/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      Today (August 17th), I made a call to ******* about 45 minutes long. I was concerned about the charges so I called Hawaiiantel to find out the cost. I was told that since I didn't have a plan called "Call more" I would be charged the international rate even though ******* is not international, and the charge would be about $2/minute. THIS IS COMPLETELY OUTRAGEOUS AND UNACCEPTABLE. I had previously been told by Hawaiian tel that for a $2/month charge I was allowed to make calls to the mainland and interisland. My phone bill did not increase when I called my doctor on Maui or a friend in *********. No one told me that this was no longer the case. Hawaiian tel should not be allowed deceive its customers and sneak in these outrageous costly changes without notifying its customers. Classifying ******* as international is just another way to rob ****** residents to pay dividends to Hawaiiantel shareholders and mangement.

      Business Response

      Date: 08/23/2023

      Hawaiian Telcom Customer Relations spoke with the complainant on August 23, 2023, and apologized for her experience. We confirmed that she subscribes to the Hawaiian Telcom Long Distance Simple Saver Plus plan and Interstate (state to state) calls are $0.05 per minute. The complainant is thankful and satisfied with this resolution.

      Customer Answer

      Date: 08/23/2023

       
      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,

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

    Hawaiian Telcom Communications, Inc. is NOT a BBB Accredited Business.

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