Complaints

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:05/28/2025

  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.

  Our monthly association statement from ******************** includes water usage read by Ikehu Utility Solutions. Back in Aug 2024, we noticed repeat misreadings and being significantly over charged for the use of water and sewer. When we contacted Ikehu again in Apr 2025 this claimed they would send someone to read the meter again and no one showed. We were told by their rep **** our meter is "difficult to read". NOT an acceptable excuse for us to be incorrectly overbilled. We repeatedly call Ikehu requesting to speak to a manager only to be connected to the same rep **** that gives us the same run arounds. Says she can't help us, can't provide a direct number to a manger. Tells us to email ******************************************************* refuses to connect us to a someone to reconcile our complaint. To "correct" their mistake, they charged us 100 in usage for May. Now in June its almost ****** in usage. Our bill also includes a $10 monthly METER READING charge in addition to the "usage" of water and sewer. Having to provide our own evidence of an accurate reading TO IKEHU just so we can have an accurate bill is absolutely ridiculous. We took the time to CLEAN and read our meter and provided pictures of an accurate reading. It should NOT be our responsibility to do this. I want an explanation of their reading. Back in Aug 2024 we were charged for a usage of ****** when we first complained. Now in June 2025 they're charging ****** in usage. We took our own photos from April at 3995 to today May at 4087 in usage. That's less than 100 in usage in a month! We don't even have real grass to water and were away half the month of May. We constantly request Hawaiiana billing recalculations based on the pictures WE take of our meter. Ikehu continues to provide incorrect data causing overcharges and late fees. They must be audited for meter accuracy especially if we are being billed for a monthly meter READING.

  

  Business Response

  Date: 05/30/2025

  Ikehu has been consistently responding to the resident's complaints and taking all necessary action within our power. We have documented our the water meter readings, verified and cross-verified for each of the past three months. The amount of water we have been reporting for this unit has been confirmed to be accurate and appropriate considering the habits they have reported to us. The 100 Gallon assessment was done because our meter reader was prevented from reading their meter the previous month, we used an approximated reading, and the 100 gallons was the necessary adjustment to correct the previous charge. 
  The readings the resident submitted were confirmed to be for the incorrect meter. Each enclosure contains two meters, and they have been reading their neighbors. The $10 "Meter Charge" is not assessed by us, rather its a fee assessed by the condominium association that has no relation to us. We have consistently asked them to remove it or change the name to further distance it from us. 

  We have previously reported this resident to the ************************ for foul language, unprofessionalism and threats. When asked about the emails sent to me at ****************************************************** they were able to provide no proof. Simply put, they do not like their water bill. We have no control over their usage or assessments. We have asked the association to intervene as we will no longer endure the resident's unprofessional and abusive language. 

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23390563
  
  I am rejecting this response because our request over the phone was for a meter reader to show up in person to verify the accuracy of the reading due to the incorrect reading and overcharge the first time.  No one showed up therefore their 100 assessment to correct the overcharges. We have sent them emails, we attached the documentation and photos on the original complaint. There was no response to an explanation of charges. Now with this complaint through BBB, this is the first time we are hearing any type of explanation of our issue. We want a decent accurate reading. Their approximated readings are double and triple the usage. How is that fair to consumers if each month the bill is a complete guesstimate? Who are they cross verifying with?  The numbers we have seen are nowhere near the amounts we are being billed.

  They did not confirm our meter.  I checked each meter of each unit of our building.  Other units have only one, ours has 2.  Our unit is in the middle of 5 connected homes, ours has 2 meters which is what we have asked them to clarify with us.  

  The association connected us to a billing specialist, and they told us they cannot do anything for the usage Ikehu is reporting to them. This is why we have requested clear understanding of fair billing charges. 

  

  Business Response

  Date: 06/16/2025

  Aloha, 

  The meter assignment was verified the morning of June 4th along with the reading that was used to determine your billing. At this time there is not further action Ikehu is able to perform. Please contact your ***************** with further requests.