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Business Profile

Roofing Contractors

Ohana Construction

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Roofing Contractors.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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:06/23/2024

    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.
    Dear Better Business Bureau,I am writing to file a complaint against Ohana Construction regarding their substandard service and lack of response to my issues. Below are the details of my complaint:1. Service Provided: On February 21, 2024, ******************* from Ohana Construction attempted to repair a leak on my roof located at ***************************************. The job was purportedly completed on February 23, 2024, and I paid a total of $2,872.19 for the repairs.2. Warranties Promised: On February 20, 2024, ******************* confirmed via email that the repairs would be covered by warranties. He assured a 5-year workmanship warranty and a 20-year material warranty for the coating.3. Recurring Issues: Despite these assurances, on April 12, 2024, after heavy rain, we noticed the roof was still leaking. ******************* claimed that two team members were sent to seal the leak on April 15, 2024. However, the problem persisted, and another leak was observed on May 18, ******. Lack of Response: Since May 18, 2024, I have repeatedly contacted ******************* and Ohana Construction to resolve the issue. Each time I contacted their headquarters, I was told by customer service representatives that they could only take a message and were unable to assist further. Despite numerous attempts, ******************* has not responded to my phone calls.I am extremely disappointed with the service provided by Ohana Construction and the lack of follow-up on their part to address the continuing roof leak. I believe this situation needs urgent attention to ensure that the warranties promised are honored and the roof leak is properly repaired.I kindly request the Better Business Bureau to assist in mediating this issue and ensure that Ohana Construction resolves this matter promptly. I would appreciate any guidance or support you can provide to achieve a satisfactory resolution.Thank you for your attention to this matter. I look forward to your response.Sincerely,*************************

    Business Response

    Date: 07/31/2024

    This is not a roof leak, the interior repairs have not been completed, the repairs are in the bathroom, there is a plastic temporary ceiling inside the bathroom. This bathroom is still used daily. I spoke to ************* and told him the roof was completely sealed, we went back after the second reported leak and did a water test and could not replicate the leak. I believe they are noticing moisture buildup in the false ceiling and that moisture is from condensation due the the change of temperatures on the exterior roof as well as the shower steam. 

     

     

     

    Mahalo




    ********************* | Project Manager




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

    Customer Answer

    Date: 07/31/2024

     
    Complaint: 21889919

    I am rejecting this response because:

    I would like to clarify a few points regarding the ongoing issues:

    1.Source of Moisture: The moisture issue is not related to steam or condensation. The photo provided by the tenant in May was taken after heavy rainfall, which suggests an external source of water.

    2.Ceiling Condition: The reason the ceiling still has plastic covering is because there are still known leaks from the roofing work. I cannot proceed with sealing the ceiling until these leaks are resolved.

    3.Roof Sealing: While I appreciate the assurance from ************** that the roof was completely sealed, the persistent leaks indicate otherwise. Despite the water test, the issue remains unresolved.

    4.Response Time: The delay in addressing this complaint is concerning.  Timely communication and resolution are crucial to prevent further damage and inconvenience.

    5.Communication Issues: I have contacted ************** several times without any response. Additionally, when contacting your office, I am informed that they can only receive and relay messages, but no attempts to contact me have been made.

    v/r,

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

    Business Response

    Date: 08/20/2024

    Upon receiving this complaint I reached out to the tenant to visit the site again. During our visit we found the roof had new damage. Attached photos show damage from something striking the roofing. 

    Initial estimates for the repairs were to replace and repair the tie in that was improperly installed on a previous home expansion. These were completed as estimated.

    This damage found on the subsequent visit is not in the area we had previously estimated or repaired.

    I personally did not find this damage furing my original visit and estimations and it is my belief that this damage is outside of my original expectations for repair service. 

    However because we were on site we did repair this area and ran a water test with the help of the tenant. 

    After 20 minutes of flood testing leaking was not found inside the ceiling. 

     As always I can be reached by phone or email. 

    Customer Answer

    Date: 08/27/2024

    I apologize that I wasn't able to respond to the Ohana Construction's claim. The tenants were not able to respond on time of what they thought.  Based on Ohana's recent response, I would like the company to provide documentation that clearly shows the alleged new damage was not part of the old damage that was previously repaired. This documentation should include detailed descriptions and evidence distinguishing between the old and new damage.

    Additionally, I would like to confirm that the roof has been properly sealed. My tenant has conducted multiple water tests and monitored the roof through recent storms, which have shown that all issues appear to be resolved. Before this case can be closed, I want the tenant to conduct one final test to ensure that everything is completely resolved.

    Furthermore, I request that Ohana Construction adhere to their warranty terms, specifically the 5-year workmanship warranty and the 20-year warranty for the coating material. It is important that these warranty terms are honored to ensure the quality and longevity of the repair work.

    I appreciate your assistance in this matter and look forward to a prompt resolution.

    v/r,

     

    ******* (****) C. Agbay 

    Business Response

    Date: 10/22/2024

    As we discussed in previous emails. I want to see the email in which **** promises these warranties he's talking about. We do hundreds of these a year and we never offer a warranty on repair work. In addition, the work we fixed isn't the issue. It is new damage.

    Business Response

    Date: 10/22/2024

    As we discussed in previous emails. I want to see the email in which **** promises these warranties he's talking about. We do hundreds of these a year and we never offer a warranty on repair work. In addition, the work we fixed isn't the issue. It is new damage.

    Business Response

    Date: 12/02/2024

    Photos of the new damage were sent earlier in the conversation. They show damage in areas of the roof that was not included in the scope of the original repair. The original repair scope was (please see attached). 

     

    The area affected and estimated in the initial estimate was strictly for the transition area.   

     

    The second failure and continued leaking is from damage that was found in the field area of the coating. 

     

    This area was never part of the scope.  However we did complete the repair necessary and the owner has not reported any additional issues. His need for proof is inconsequential to the event and situation. 

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