Complaints

This profile includes complaints for Hawaii Unified's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hawaii Unified

  84-1170 Farrington Hwy Ste C-1 Waianae, HI 96792-2060

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  Hawaii Unified

  144 Alalani St Makawao, HI 96768-8302

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:06/14/2024

  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.

  My tesidential solar was installed by Hawaii Unified in October 2021 Battery manufactured by Generac. Since May I noted on the display window a message Error detected on PowCell So I first contacted *************** and I was told to call Hawaii Unified ( installer) to come and inspect the system as the error cannot be fixed remotely. I tried calling Hawaii Unified several times , left messages and was sble to speak to Mr ******************* 2X but has not done anything up to now Generac also sent him message and emailed him about the problem but still no effort done to correct this issue.

  Business Response

  Date: 08/06/2024

  This issue is not related to the installation work that Hawaii Unified performed. This is a known issue with the Generac Equipment and is covered by their Manufacturer provided warranty. When the customer called into our office, we explained this to her and we also created a ticket with Generac to notify them of the issue. Generac has contracted a separate 3rd party service providers to address these issues throughout Hawaii. We do not have the parts or authority to fix these manufacturer issues. 

  On June 27th, we follow up with the customer via email to ensure Generac had come out to fixt the issue. She responded as follows, "My solar problem had been fixed. I called Generac last Thursday and told me to contact Solar HI, ******************* (the 3rd party company Generac hired). "He came yesterday and change the fuse and now its working. You can cancel it. thank you."

  This clients issue has be resolved with the responsible party- Generac. 

• Initial Complaint

  Date:09/22/2023

  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.

  They installed my solar system which hasnt performed 100% for one starsight month in two years. Something or other constantly broken. We have warranty but always issue of waiting for service to be scheduled or for a part or by then something else broken. I would like to get the system removed and restart fresh wether its their incompetence or the parts both this installer and the parts supply keep saying its the other.

  Business Response

  Date: 10/03/2023

  We are sorry that the system has not been working properly. However, this is not an install workmanship related issue. This is a defective equipment issue. This system is warrantied under the equipment manufacturer, Generac. Generac had malfunctions and failures with their equipment on hundreds of systems in Hawaii, if not thousands of their systems across the country. Generac hired a 3rd party service company to issue RMA's (Return to Manufacturer Authorization) for defective equipment and to replace the parts and fix the systems. This service company has been slow to reach each customer due to the backlog in repairs to be made in Hawaii and Nationwide. Unfortunately, we cannot control this company's timelines on making these repairs. 

  However, we do commiserate with the customer on the frustration they experienced with their Generac System. As a sign of goodwill, we gave them 2 extra battery modules ($6,000 value) and an extra solar panel at no additional charge. We also issued the homeowner a check to cover 18 months of their solar payments. 

  I ask that the customer direct their complaints to Generac and leave them a report on their respective BBB page. 

  Thank you.

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20645127
  
  I am rejecting this response because:

  the 18month check was supposed to be sent as the initial promotion and I have yet to see the check. Also the two batteries installed isnt a goodwill thing because my system isnt big enough in the first place!! You can see that from the app showing usage and when they built. I  have warranties on both the systems. Ive had the company Hawaii unify work on it from the first month of it having issues then after issues of couple months then third parties working on it under Generac then another new company got involved and then now its supposed to be Hawaii unified working on it again. I have requested them to take the system if its thst defective not working 100% for one in the 24 months its been installed! I have said I want to go with another company another product since I know many friends who have solar where it works and not been an issue. Unfortunately I went with Hawaii unified and after going with them and sharing with friends my issues realizing how wrong it was since they dont have problems like Ive had. To be paying for my solar loan and hefty heco bill. Also the solar panel is cracked thats why they are saying they will replace tomorrow 10/4 and saying they dont need to. Its nice they will but not our fault. I havent even mention the holes they made in our roof during installation that my husband a handyman thankfully skilled had to fix! Somehow other companies are installing fixing but I keep being told its the Generac issues whereas that company says its installer issue from the beginning which has given this string of issues.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 12/01/2023

  Hi I am still waiting for the two batteries to come and also for the initial promotion check that I have not received yet. 

  Business Response

  Date: 12/07/2023

  This is a warranty issue with Generac, the manufacturer of the solar inverter and battery equipment. They have their own service team handling defective equipment. It has to be handled through them in order to maintain the warranty. 

  Customer Answer

  Date: 01/20/2024

  Hi I am soo frustrated with the system STILL not working. The fact its not worked 100% in over two years from when it was installed. I have contacted Hawaii unified not one person has responded emails or voicemail which for some numbers cannot even leave message. They keep saying its the equipment but this email coming from Generac is saying most likely its an issue with installation and that Generac will provide parts and Hawaii unified has to work on it. Why no answer? Why continuously an issue. I need my solar loan absolved and the solar picked up so we can start over with reputable business. I had two other businesses that had looked before Hawaii unified both said our roof needs to be redone and electric upgraded. The permit initially had taken over a year from the installation and we got to use it but so many issues with it. We have warranty but  nonstop issues delays with parts no communication no reimbursement for hefty electric bill so the warranty that it will get fixed doesnt justify or make sense. A high electric bill and loan. We want everything to be gone and no load asap!! 
  Please better business bureau we dont need a back and forth but you to get involved and get this situation fixed and gone. 

  Customer Answer

  Date: 01/20/2024

  Hi I am soo frustrated with the system STILL not working. The fact its not worked 100% in over two years from when it was installed. I have contacted Hawaii unified not one person has responded emails or voicemail which for some numbers cannot even leave message. They keep saying its the equipment but this email coming from Generac is saying most likely its an issue with installation and that Generac will provide parts and Hawaii unified has to work on it. Why no answer? Why continuously an issue. I need my solar loan absolved and the solar picked up so we can start over with reputable business. I had two other businesses that had looked before Hawaii unified both said our roof needs to be redone and electric upgraded. The permit initially had taken over a year from the installation and we got to use it but so many issues with it. We have warranty but  nonstop issues delays with parts no communication no reimbursement for hefty electric bill so the warranty that it will get fixed doesnt justify or make sense. A high electric bill and loan. We want everything to be gone and no load asap!! 
  Please better business bureau we dont need a back and forth but you to get involved and get this situation fixed and gone. 

  Business Response

  Date: 04/15/2024

  Aloha, we worked with the Homeowner to resolve the issue in full. I received a text from the Homeowner that finally, the manufacturer of the equipment sent a technician onsite to troubleshoot the system and they confirmed that it was a defective equipment issue that was under warranty and that the issues were NOT related to Hawaii Unified's installation or quality of work. The manufacturer is now going to provide and replace the equipment that they determined to be faulty. We know this has been a frustrating process for the homeowner and we did send our technicians out several times to check the workmanship and verify that it was a warranty issue with the equipment that needed to be addressed by Generac. I'm glad that Generac is finally taking responsibility.

  Additionally, as verified by the homeowner, we did giver her a promo check to cover her first 18 months of payments as well as gave her 2 extra battery modules to help compensate her for their unfortunate experience. I am grateful for this homeowner for their patience and look forward to providing an additional appreciation gift for her and her Ohana.

  Customer Answer

  Date: 04/16/2024

   
  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,
  
  *******************************

  Customer Answer

  Date: 07/08/2024

  Hi my name is ******** *******. My complaint id ********. The code expired so I cannot reopen it to update. I had marked it resolved to satisfaction because the owner had asked me to and said will send me contacts to get compensated for our solar system that didnt work. I didnt think of the fact they they sold me the faulty system and taking blame off them. Thankfully the manufacturer has been trying to make the system worked due to my bbb complaint for them ij different report. But our frustration with Hawaii unified just cant seem to end. We had told them more than a year ago that the roof needs to be replaced so if they could take the system off when we had found a leak in bathroom at a different place but they didnt take care of it. Come this April after the heavy rain I happen to look at ceiling a see mold. And ceiling warping dropping from moisture. Now everytime their guys came something didnt work after never issues resolved. But having a third party to remove the solar system wouldve cost us a lot of money. My husband had removed the ceiling and insulation and we asked them to come take the system off to redo. I thought small roof the back portion 4/5 panels but they were 16 panels and mounted. They came just took picture to assess took 4 panels off and left. Even though I told them the roof needed to be redone. We dont even realize that the whole issue was due to them. But them not doing it. Husband had taken week off to fix the roof quickly once they were supposed to take system off and put back but they didnt. Third party wanted nearly 14k to do it. They had mentioned I should have a roof penetration warranty which reminded me I did. Also that point we looked at the roof closer the back side and the front husband crawled thru the attic to find where there had been mold showing before in bathroom from what and to see if any lags not in the wood. Im attaching some photos to show how bad it is. The back room has so much mold no livable. It all made sense my lung issues and sinus issues since they got it installed in September 2021 and then winter when it rains a lot. They know its their fault. Seeing how bad it is we wanted third party to remove install and a separate roofing contractor to take care of it. But the owner said they have a sub contractor they work with and a its all new installer since then who have installed hundred of systems already. I dont believe that but trying to comply with warranty to get it fixed. Now Im not hearing anything. I told them Im going to reopen bbb and report to **** too which I know they will respond but its so frustrating having to ask and try so many times. We cant utilize the space my health compromised. I want compensation. In their breakdown they charged us $125k for the system like $50k for installation. I want our loan wiped off and give us compensation for all the frustrations health issues Ive had. Im done with the delaying for so long. I need action. If you can guide me in proper direction id appreciate it
  Thanks ******** *******
  

  
  

  Business Response

  Date: 11/25/2024

  This issue resides with the Manufacturer of the system. They provided the warranty for the system. This was not a workmanship warranty. The roof in question that leaked on this home was done over a added area of the home and installed by the homeowner without a licensed contractor or permit, unbeknown to us at Hawaii Unified. Despite that, Hawaii Unified paid a license contractor to remove the solar, replace the roofing including the decking and reinstall the solar. This was over $18,000 that we paid and she agreed this would satisfy her. When it comes to the solar, she told us that Generac has sent out a technician and fixed her issues. I am not able to "erase her loan." She needs to address any further grievances with Generac.  

  Customer Answer

  Date: 11/26/2024

  wait a minute they saying the roof done by unlicensed contractor thats how when we bought the house it came. Why couldnt their ppl that scouts if roof is acceptable or not before installing it. Im not taking their back pedaling of trying yet again to blame for the leak. What about the front stable roof that had leaked and ceiling damaged?! Who fixed it my husband did. Perhaps they want to reimburse for the labor for that. But no we tried to compromise with the minimum. I had absolutes asked for the roof to be fixed properly in the back including the ceiling done. But my husband and I were having personal issues and I wasnt here so they didnt finish it. 

  this back and forth for so long for them not taking responsibility for selling a faulty system but blaming manufacturer who had to work with third party to re do everything and then system worked but that took 3yrs to resolve  

  I obviously should have read all the fine print that his sales people pushed to sign because the warranty was supposed to be same as duration of loan and it wasnt  

  if I have to keep the crappy system then Im not asking to take whole loan off but for the three years amount worth  I had to pay loan $390 and electricity around $600 -$900 

  the way this whole thing was dealt with was is unprofessional  the owner always trying to compare himself to us low middle class family  husband no work due to strike since April  owner lives in **** updated mansion home but wants to compare to us family that struggle and this whole thing was to lower our bills  I dont feel like having another issue come up and take two plus years to fix meanwhile other things breaking  monthly   Faulty system faulty workmanship rude service  

  Complaint: 20645127
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:07/20/2023

  Type:Customer Service 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.

  Suddenly Im getting 5-9 calls everyday from this company. Im on the do not call list, I have no interest in their service or what they even do. I have repeatedly told them to stop calling but they continue to call all day long, every day. I want them to stop!

  Business Response

  Date: 08/14/2023

  Aloha ****************:

  We apologize that you received repeated calls. We had hired a marketing company to run ad on social media and the internet. When they receive the inquiries they follow up to get an appointment in place. We have since terminated their services. You should not receive any future calls from that company representing Hawaii Unified. If you do, please contact me directly to bring it to my attention. Mahalo, **************************************** 

   

• Initial Complaint

  Date:04/13/2023

  Type:Sales and Advertising 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.

  I wanted a solar panel estimate so I filled out an online application. A few minutes later Hawaii Unified employee called me and notified me that they received an application for a solar estimate online and if I wanted to schedule an appointment for a salesperson to survey my house and give me an estimate. Initially, I agreed, but after researching, I saw bad reviews online so I immediately called back and canceled. The office worker got defensive and kept asking me, why?, Why? then said she would cancel it. But she did not, I continued to get emails and texts about the appointment so I called the office and canceled the appointment with another employee.... so I thought. I still received a text the day of the appointment, followed by a salesman that would not take no for an answer. I am still receiving calls today from a few different numbers of employees for this company as well as text messages continuing to ****** and annoy me, asking if I am still interested in solar. The original person that did not cancel the appointment will cold text me, like "Hi ****, How are you doing today?", I might reply later asking "who is this?" and they will identify and "Hawaii Unified".

  Business Response

  Date: 05/02/2023

  We have never done business with this client. Therefore this is not a valid complaint. *********** with outside lead generators and marketing companies as most Solar companies do. This is the first we've heard of those firms following up repeatedly. This could possibly be another organization impersonating Hawaii Unified as a predatory move. Please remove this complaint accordingly.  

  Customer Answer

  Date: 05/08/2023

  Here is the proof that the company contacted me before, whoever they hired to make the appointment needs to be notified to stop harassing people if they are representing Unified Solar.

  Business Response

  Date: 06/13/2023

  The picture the **************** provided is proof that we sent him a proposal. This is accurate and we don't dispute that we sent him a proposal. However, this is not **** that **************** is receiving repeated calls and texts specifically from Hawaii Unified. As **************** stated in his initial complaint, "I wanted a solar panel estimate so I filled out an online application." When a consumer fills out these forms online, their data is typically collected by marketing companies that regularly sell their information as a lead opportunity to several different solar contractor companies in the local area that the inquiry was made from. Therefore, he is likely receiving calls from multiple companies. At we Hawaii Unified, we use an appointment setting service that will contact these inquiries to establish an appointment with the Homeowner for a Sales Team member to meet with them and go over their proposal. In this case, he *** have canceled the appointment but still requested a proposal. 
  Our process is that if the homeowner cancels the appointment, there is a single follow up call made to determine if the homeowner would like to reschedule. If the homeowner declines, they are removed from the pending appointment category. I spoke with our Sales Rep ************* and this is exactly the procedure he followed. Six months ago, when **************** originally canceled the appointment, *** called him to let him know the benefits of Solar and let him know he would send him the proposal to at least look over the number.  **************** responded that he is not looking for solar at this point in time, but would "keep us in mind in the future." Then, in April, *** follow up with a simple text to ****************: "********************** @ Hawaii Unified. Are you still in the market for Solar? **************** replied, "Lol, wrong number." Which *** replied with, "Lol ok thanks sorry." See attached picture for text communication documentation. This is simply a courtesy follow-up in no way aggressive or predatory. 
  In all of our communications, either by phone or text, any time the individual requests to be removed from our contact list, they are immediately removed and put on a do not contact list. However, this does not prevent the individual from being contacted by other companies that *** have purchased their information that was entered into an online inquiry made by the interested party. If **************** does receive solicitation calls or texts pertaining to solar, I urge him to simply reply with, "please do not call again, and add me to your do not call list." 
  Again, we have not ever provided paid services to ****************. Our communications have been respectful and followed our guidelines. Therefore, we do find it  valid to establish a recorded complaint about our services. **************** can rest assure that Hawaii Unified will not contact him again. 

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 19933522
  
  I am rejecting this response because: clearly this business is full of liars. First, you state you never done business with me and to remove the complaint. Now youre like, ok we did do business with him, but we did everything by the books. Come on Triple B, this is the type of accredited businesses you back, this is pathetic and I feel sorry for anyone that has to go though this type of BS. Hopefully they read my post and never make contact this company, EVER!
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 06/15/2023

  Complaint: 19933522
  
  I am rejecting this response because: clearly this business is full of liars. First, you state you never done business with me and to remove the complaint. Now youre like, ok we did do business with him, but we did everything by the books. Come on Triple B, this is the type of accredited businesses you back, this is pathetic and I feel sorry for anyone that has to go though this type of BS. Hopefully they read my post and never make contact this company, EVER!
  
  Sincerely,
  
  *********************