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:08/20/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 tile flooring was done by Ohana restorations and for 1 year straight I kept contacting them because my flooring my cracking and tiles were popping out. They then stopped replying to my messages. I had to redo my flooring because my flooring was not done to specification. They did not trowel and provide good motor coverage to have structurally sound tile. They were unprofessional in redoing my floor and went as far as blaming me for their workers not being properly trained in installing tile. I had a 2nd contracting company redo the flooring which cost me an additional 15k to fix their mistake.

• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On January 25, 2022, I gave ***********************, from Ohana Restoration, a check in the amount of $16,323.62, check #***, invoice ****. This check was to have put in a new flooring, wall repair, painting, etc.Around September 19, 2022 or earlier, I reported that some areas of the floor was popping up or buckling. This posed a danger to my 90 year old mom, who almost tripped while walking. My mom shuffles when she walks. From September 19, 2022 until December 18, 2023, Ohana Restoration did not repair the buckling floors. Although, I attempted to call and text multiple of times, asking for updates. Three months ago all text messages and calls were not returned. I left countless of messages with the call or message center. But, I received no calls.Finally, on December 16, 2023, I texted *****, from Ohana Restoration, and I advised him that I would file a complaint, if my flooring was not repaired. On the same day, I also texted ****, from Ohana Restoration. Then, on December 17, 2023, **** informed me that Ohana Restoration never received my payment. He falsely accused me of paying ***** under the table to do the flooring of my home. After texting my payment information to Ohana Restoration, **** made the statement that the flooring I received was not covered by my insurance. I then informed ****, that it was not my fault that Ohana Restoration put in flooring that was not covered by my home insurance. I selected the flooring that was shown to me by Ohana Restoration.Since, December 18, 2023, **** has stopped all communication with me. Therefore, I have no choice, but, to file a complaint with the Better Business Bureau. Please advise me of the steps needed to complain about the fraudulent practices of Ohana Restoration. Ohana Restoration was recommended by Roto Rooter when our sewage backed up into our house.Sincerely,

• Initial Complaint

  Date:10/17/2022

  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 job is part of an insurance claim due to water damage. Ohana Restoration worked on my home since September 2020 working on my kitchen then moved on to repairing and replacing my outside deck. Ohana Restoration subcontracted ****** Builders to do the work but I was not pleased with the workmanship on the deck and made Ohana Restoration aware of it. On April 23, 2021, ***** and **** came to do a walk thru. There were issues that were pointed out to them and some repairs were done. In August, Ohana Restoration sent me a warranty that covered workmanship issues for one year. I made final payment although I was not happy, tensions were rising and I thought I was only dealing with aesthetic issues. On July 7, 2022, my painter noticed that the soffits were wet and explained to me that he felt the waterproofing was not properly done so I contacted Ohana Restoration. On July 8, 2022, ******* from Ohana Restoration texted saying he and my insurance agent would come out the following week to "take a look". On July 14, 2022, I sent ******* 10 pictures showing the wet soffits along the entire deck. On July 18, 2022, ********************* from Ohana Restoration, my insurance agent and I walked the deck and pointed out workmanship issues to ****. There are some legal code issues that have been neglected, **** is aware of this. On July 28, 2022, **** sent an email implying that Ohana Restoration was not willing to address the issues and listed reasons. On July 29, 2022, my insurance agent responded and on August 1, 2022, I responded. Ohana Restoration has never responded to my questions. On September 14, 2022, Ohana Restoration sent an email implying that they will not be addressing these issues. My insurance agent has reached out to *********************** from Ohana Restoration and was due to get a reply 2 weeks ago. I haven't heard from Ohana Restoration since that email. Needless to say, there are still several workmanship issues that include the waterproofing, legal codes and aesthetics.

  Business Response

  Date: 12/03/2022

  ***** and thank you for the opportunity to reply to the above complaint. 

  There are a few details I would like to point out with this job. We sent our personal ***************************** to her house for 4 days (32 hours) doing "punch list" items she requested to be done and we even did items not paid for. During this time we offered to caulk and paint so that everything would be sealed up but she said "I have my own painter coming" and we went on our way. Just short of a year later her painter came to caulk and paint the areas we offered to do but she did not want to pay for. This is when he saw water and when we came to investigate we found the following. 

  She never caulked any areas or painted the materials put in, now she wants us to fix it for free? 

  We told her (and put in writing) to keep the deck waterproofing from failing she had to clean off her patio twice a month to uphold a warranty. Upon inspection there were marks all along the deck of decomposed and rotting tree debris showing us that she did not keep the patio clean and now wants us to warranty the work she neglected to take care of? The patio was not insurance work related but additional work requested. Unfortunately you can not neglect your project (not caulking/painting raw wood or maintaining the deck )  for 11 months then come back to a contractor stating the issues are workmanship related. 

  Customer Answer

  Date: 12/12/2022

  Complaint: 18237835
  
  I am rejecting this response because:

  I do not see a clearly stated resolution or refusal to resolve from Ohana Restoration.
  1. ***************************** did not spend 32 hours at my house working on the "punch list - It was less than that.
  2. "we even did items not paid for" - No one ever made mention to me that ***** was doing work outside of the job scope. Everything ***** did was to correct existing issues.
  3. When ***** was there, I was not "offered to caulk and paint" the entire project. ****************** only existing gaps that were created at the time the soffits were and that he did not cover with the wood trim. He also caulked where the wood trim left a gap around the posts at the front of the house.
  4. I never said I wanted Ohana Restoration to "fix it for free". I did question the caulking in previous conversations because there were a lot of gaps in the soffits and around the posts installed at the front of the house. There are also protruding nails and screws and holes where nails and screws are that have created depressions in the waterproofing.
  5. It was not mentioned or written "to keep the deck waterproofing from failing" that I "had to clean off her patio twice a month to uphold a warranty". I was told verbally by ********************* that I have to keep the debris clear at least once a month but when I got the warranty, it said "Ohana Restoration warrants the workmanship on the decking for 1 year. Please be advised to keep the deck clear of fallen debris at least twice per month".
  6. I have kept the deck clear of debris. The photos attached by Ohana Restoration do not show any evidence of neglect on my part.
  7. "The patio was not insurance work related but additional work requested." - I did pay out-of-pocket for work that exceeded the amount covered by Allstate. I understood that the water damage was due to the patio leaking onto the soffits. No one ever discussed which parts of the project were covered by insurance and which were not. I received one set of estimates from Ohana Restoration for the deck and staircase.
  8. "Unfortunately you can not neglect your project (not caulking/painting raw wood or maintaining the deck )  for 11 months then come back to a contractor stating the issues are workmanship related." - I did not neglect the project. The warranty specifically states that it "warrants the workmanship on the decking for 1 year."
  9. The response from Ohana Restoration does not address the legal code issues I mentioned. Many of the balusters are spaced more than 3.5" apart. I do not want to be held liable should anything happen because of it or when I sell this house.
  10. The deck railings are not aesthetically pleasing. I realize this could be viewed as a personal preference but spacing in each section of the railings are not symmetrical. As I drive around and look at other decks, similar to mine, I have not come across one that is not symmetrical. 
  

  Sincerely,
  
  ***************************