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Business Profile

Internet Marketing Services

Hawaiian Telcom Communications, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Marketing Services.

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:07/01/2022

      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 contacted Hawaiian Telcom tech support customer service on June 15, 2022. The problem was I am not able to place call on certain local number. With the guidance from the tech support representative, we tried to isolated the problem on my side. At end, it was confirm that is a problem on Hawaiian Telcom network side. A ticket request was generated. The request # is *******. I updated the problem on their website under the request #. I also call the tech support customer service again on June 22, 2022. At that time, the tech support customer service representative told me they are not able to resolve it on that day. It will need to go to his senior manager and engineering department to investigate why. The request was escalated to the highest priority status. Another week past, I still don't hear anything from Hawaiian Telcom. Phone still doesn't work. Meanwhile, I am continue to pay for the services which does not work.

      Business Response

      Date: 07/07/2022

      On 7/7/22, I spoke with the complainant to apologize for any frustration that occurred.

      Hawaiian Telcom was able to resolve the calling issue on 7/7/22. The complainant was satisfied with the resolution and has my contact information if he needs further assistance.

    • Initial Complaint

      Date:06/24/2022

      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 file a complaint through ******* Tel my services account and got immediate acknowledgement as indicted below:Aloha,Thank you for submitting your support request. We'll review your request and get back to you within two business days.Mahalo,Hawaiian Telcom Support Request Details:Name: ***************** Jr.Email: ******************** Contact Phone Number: ************* Request Description: To whom do I file this complaint? I am new and just had service install completed last Thursday. I had complaints about the install service but the representative did not seem interested or knew what to do. Here is my complaint. After the technician left: Though setup, my service was not established. As I was returning home they were leaving. He left the password with my wife written on a napkin. It was written twice and not the same way. I could not tell what was capital letters, numbers, etc. Contacting customer service was another chore as all was busy and I had to wait for a call of which I missed several. I never received an initial email so I had no idea of my account number. I had to call customer service again...a few times before getting someone. During installation one of the workers remained in his truck and smoked. He threw his "KOOL" cigarette butts on the ground. Also one truck peel their tires in my drive way. this left two large tire marks that removed the paint and embedded in the concrete. I have pictures. I am still not clear on setting up email accounts...and find that part confusing.As the submission of this complaint I have not heard from Hawaiian Telcom.

      Business Response

      Date: 06/27/2022

      On 6/27/22, I left the complainant a voice message, to confirm Hawaiian Telcom is in receipt of his BBB complaint, and to call me to review his concerns.

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

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