Business Profile
Electric Companies
Hawaiian Electric Company, Inc.This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Hawaiian Electric Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 12 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:01/30/2025
Type:Customer Service IssuesStatus: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.
From Jan 2024 to dec 2024 I paid a total of $1520.97 for my electric bill. Thats a total $126.74 average per month. However I cant find a statement where my monthly statement went over $126.74. A customer service worker said in August my account was closed and another account was open due to error on Hawaiian Electric. A customer service worker says she only see a payment in November and December since my account was mistakenly open and closed however during that time frame my banks and credit card statements shows I made a total payment $668.47 I should have been up to date however its shows I owe a balance of $637.53 on one account and $50+ on another account. That only balances I should owe is somewhere around $125 for December bill that I was about to pay until I seen my statement of $637.53. **************** was not able to help and let me know why I owe $637.+ have a been paying someone else electric bill or been paying for a closed account that dont exist. Should I pay the balance of $637.53 and $50+ on the other account to stop my service from shutting off?Business Response
Date: 02/07/2025
Aloha,
Hawaiian Electric's response is attached.
Mahalo.
Initial Complaint
Date:07/07/2024
Type:Service or Repair IssuesStatus: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.
7/7/2024 * From 9/10/2020 until present. I paid a total of $8,238.65 to this electric company.* This business committed to provide clear bill statement easy to understand by mail and online. They didn't provide that service. Business website provide wrong balance and they blame the computer program. Paper bill always show different information that don't match last 2 or 3 bill statement. They indicate they will try to read your meter every month. But if for some reason they (Electric Company) cannot read the meter. They will bill the same average amount from last month. ( I never see a electric company employee ready the meter in more that 3 year of resident in this property. I installed video camera around the property. I check my video every day. Never saw an electric company employee reading the analog meter. It is very convenient for the company to keep charging me an amount of electricity that I never used. There was no reason for this company to not read my meter my analog meter in more that 3 year. There wasn't no gate. It was an accessible open space. This is a SCAM and FRAUD to customer.* The nature of this dispute is because this company keep billing me an amount of $1,070.53 when they bill me in an unprofessional and unfair way.* This business do not tried to solve this problem. I call them so many time and the claim they approve a credit in my account but not different in my bill. Bill keep getting higher. I not longer living in this property. They claim they able to read the analog meter far away but how if is a analog meter not digital. This company is very unprofessional and evil.Business Response
Date: 07/19/2024
We appreciate the opportunity to respond. Attached is Hawaiian Electric's response.Initial Complaint
Date:02/03/2024
Type:Sales and Advertising IssuesStatus: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.
For the month of January ****-Till present weve had multiple, multiple power outages & yet still having to pay electric after losing so much of it in a months span. Groceries in my icebox spoiled, electronics arent used for emergency calls etc.Business Response
Date: 02/13/2024
Hawaiian Electric?s response is attached.Initial Complaint
Date:12/07/2023
Type:Billing IssuesStatus: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 month wine electric started an extra charge for paying bills on the telephone, now you would expect the automation to be quicker or something different about it, but it was the same exact thing pain mantis. It was the same automated voice same automated program everything was exact but the charging was doubled for what what am I paying for, automation is easier than ever and cheaper than ever, this is just agreed issue? It doesn't cost them anymore in fact they probably laid off some employees because of payments automation. Why do I even have to pay money to pay my bill, when I was growing up that was unheard of. I don't think it's inflation because if it was inflation that means I'd be making twice as much money since you're getting paid twice as much. On their commercials they come on as being fair honest caring people, it's more like money grubbing people lying dissecting deceiving conniving cheaters and Liars. I just figured I'd say something now that it's early on because things never get better it only gets worse one thing always leads to another, the amount of money was minimal but it never stops there, it won't stop until somebody says something.Business Response
Date: 12/18/2023
Attached is Hawaiian Electric's response to complaint #******** from *************************.Initial Complaint
Date:12/05/2023
Type:Billing IssuesStatus:ResolvedMore 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.
Received a debt collection notice from ************************ on 11/21/2023, representing Hawaiian Electric for a past due of $32.43 for a July billing. I never received a July billing from ****. Note that my last payment to **** was dated 9/5/2023 as FINAL bill. If I had a July billing from ****, it would have included the $32.43. AGAIN, note that my last check to **** was 9/5/2023 and that was paid late for purposes of waiting for any other invoices due.Copy of the ************************ response was sent to **** for their response to send a copy of the July or final bill reflecting the balance due of $32.43 and to protect myself from any kind of scam. I am aware of how easy it is to make up things on the computer to present as "authentic", therefore having a response directly from **** to provide a copy of the actual past due would be prudent on my part. AS OF 12/4/2023 THERE HAS BEEN NO RESPONSE FROM **** FOR A COPY OF THE PAST DUE INVOICE.12/5/2023 called customer care for a copy of the past due invoice. After listening to 2.5 minutes of payment options, finally reached a real live person, ****, explained the situation and requested a hard mailed (not email) copy of the invoice reflecting the past due of $32.43. Over 15 minutes on the phone with **** to obtain a hard mailed copy of the invoice. This is to be mailed and **** informed me she will have the **** collection department contact me directly as well.Business Response
Date: 12/16/2023
Attached is Hawaiian Electric's response to complaint from *************************.Customer Answer
Date: 12/16/2023
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,
*************************Initial Complaint
Date:11/09/2023
Type:Billing IssuesStatus: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.
Hawaiian Electric Company is mismanaging our account # ************. Last year, when we were current on our electric bill in August 2022, my husband noticed that our HECO bill was $0. for 2 months. I called the Electric company and they said, "For some reason we are unable to generate a bill for your account. " No explanation was given and we just trusted that they would generate a bill. They said maybe the meter wasn't read or something. So we waited, no bill was generated until January 2023. When we did receive a bill, it was $1500 and at that time I called and they offered me an installment plan which I agreed to. However, I asked them how would I notate the different payments for my current home, **** Kumano St. and my duplex **** A Kumano St. and my installment plan. They said there would be no problem. So after the installment agreement was settled, I was sending $150.00 for **** A Kumano St. and $150.00 for the installment plan while my husband was paying for our home which is *************** After a few months, I found out they were applying my installment payment to my home ****************************** that I was delinquent on the installment plan and the **** A address and threatening to disconnect our electricity. On Sept, 7, 2023 I received a letter with my bill that said "After a review of the billing system, we have discovered that your billing invoices have not been sent out in a timely manner. Please call our ************************** if you wish to make payment arrangements. So I called and the bill came up to $2200 and they said it would be over a 2 year installment plan. I agreed to that even if it was through no fault of our own. Then my husband told me that our home account had no bill and I surmised that they were using money I was mailing for the **** A home and the installment plan even though I earmark it on my checks. When I called they said "Oh you should just submit 1 check to pay everything because we don't read what it says on your check." The person said, we will check how your payment is applied and you can call us back. However, when my husband called today to pay our balance (for our house) they told him he owes $2200 which includes the installment plan. Why would I create an installment plan if I could pay off the whole mess of their dilinquent billing. As a business, shouldn't they be accountable for their billing practices? Like applying the correct payment to the correct bill? They keep threatening to disconnect our electricity even though they created an installment plan.Initial Complaint
Date:08/17/2023
Type:Service or Repair IssuesStatus: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 family and I just got our electricity back on after it being off for about 9 months. I hustled to get it back on by applying to different organizations and ask Department oh Hawaiian Home Lands who in the end was the entity that covered the costs through a sister company. Nearly a week of it being on my house buys NEW FANS. 8 standing ones that oscillate, not ceiling fans-like they said in their report. They accused us of not protecting our equipment but all of our fans were plugged into surge protectors as were our televisions and refrigerator.There was not a power outage like the company said but literally power surges you could see electric coming out the light bulbs and power outlets. It straight burnt my fans, refrigerator, tvs, surge protectors, outlets and breakers. ?????? ?????????? ?? ?????????????? ???? ?????????????????? ???????? I couldn't stop the current. ???????? ?????????????? ???? ???? ?????? ???????????????????? ???? ??????????????????, ?????? ?????????? ????? ?? ?????????? ???????? ???????????? ????????????????????????. ???????? ?????????? ?????????? ?? ???????? ?????????? ???????????????? ???????? ?????? ???????? ???? ?????? ???????? ???? ???????? ?????? ???? ?????????? ???????????????? ???????? ?????? ?????? ???? ??????????!Business Response
Date: 08/28/2023
Hawaiian Electric?s response is attached.Customer Answer
Date: 08/28/2023
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,
Symphonie CubitCustomer Answer
Date: 08/28/2023
Please let me change my complaint why does it have all question marks??? That is not how I left it!!! There was words when I submitted it!!!!Customer Answer
Date: 08/29/2023
MOC: power surges
Date of surges: 4/24/23
Date of Complaints: 5/17/23
Purchase Dates: 4/1/23(Fans), 11/15/22(television), 12/12/20(refrigerator)
Salesperson: *************A-Center/ *******************
Products: 8 Standing Oscillating fans
1-62 inch **** Smart TV
1-Double Door Stainless Steel Refrigerator with bottom freezers
HECO ACCT # ************
No Orders were done!!!
Total Purchase Amount: $2100
Payment: My money
Disputed Amount: None I only asked for Replacement of my items
Initial Complaint
Date:07/07/2023
Type:Product IssuesStatus: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 was on the 14 of June trying to pay my electric bill thru Hawaiian electrics third party sitePaymentus Paymentus came up with an error message every time I tried to submit a payment. The next following days I see $6000 missing from my bank account. I panic and call the bank and they tell me that I need to reach out to Hawaiian Electric since I tried to pay my bill there the other day. The bank suggest me to close down the account and get a new one, so they cannot charge me any longer.I call Hawaiian electric and asking for my money back. They tell me I have to wait 3 weeks for the money to clear. So I wait 3 weeks. Then I call them again and asking for my money back and now they dont wanna give me my money back and say I need to file a dispute with my bank. Which I dont understand, when it wasnt the bank that made a mistake but Hawaiian electric third part site Paymentus. My bank say I cant file a dispute with them since account is closed. ******************************************* wont give me my money back. I want my money back. Asap Account number ************Business Response
Date: 07/14/2023
Hawaiian Electric's response is attached.Customer Answer
Date: 07/14/2023
Complaint: 20285608
I am rejecting this response because:****** Electric accusing me indirectly that I am during fraud.
I have already told you guys that Paymentus came with an error every time I submitted a payment.
So I didnt know, that it went thru.
I had bills for 394 dollars on all my accounts. That is why I paid 500 in to the account.
You guys talking like I work for you guys and should know everything about your system and processes.
And the you indirectly accusing me for committing fraud.
This is why everyone hates Hawaiian Electric. Even if you blind they will still shut off your electric, if you owe them a 100 dollars 10 days overdue.
They bothering all landlords with ID Selfie picture if a new tenant moving in.
And then they are disrespectful, talking down on you. Accusing you for ****, just because they dont have any competition here in ******.
But guess what - ************ gonna beat you guys sooner or later. And you cant hold my money forever, sooner or later it will go to unclaimed property.
*********************.
Sincerely,
********************Initial Complaint
Date:05/02/2023
Type:Service or Repair IssuesStatus: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.
On Monday, May 1st around 7:15pm HST, ***** personal physically climbed on the roof and cut my apartment building's power (with a full police escort), then took/disabled the meter right off the apartment complex, without prior notice (to the tenants inside) to two apartment units with DISABLED TENANTS in them, after hours, AT NIGHT. I was one of the disable tenants who relies on medical devices that require electricity. There was no actual resolution or timeline offered to **. We still don't know when power will be restored. This action was horrifically immoral and unacceptable for a utility company. And frankly, violates tenants rights laws, the ADA ********** with Disabilities Act), and the rules of the *************************** of ******. I have medical devices that I rely on to literally just cope with my existence. ***** basically decided it was a "good idea" to again, come, AFTER HOURS AT NIGHT and fully cut power to two disabled people and other tenants in the building. Acting like we have no rights. And yes, the landlord is current on billing and paid up, has never been late. ***** claimed a "safety issue was to blame, but I know it's a bogus cover story for a ***** meter tech who came earlier in the day and had an argument with the landlord about the meters. She (******** - not sure of spelling) had a full, outrageous power trip, and several hours later, came with a full police ****** (literally 4 officers) to our units, and had the power cut at night. This left ** without power for an indeterminate amount of time. Unacceptable. Is ***** going to pay my medical bills? Pay for the food rotting in my fridge? What if one of ** had a breathing machine or a CPAP? We might be dead. And Helco would be liable.Business Response
Date: 05/10/2023
Aloha,
Hawaiian Electric's response to Complaint ID: ******** is attached.
Thank you.
Customer Answer
Date: 05/19/2023
I didn't have a chance to respond to the business due to health issues. Here is my response. The matter is not resolved.
I just read Helco's letter (pdf). The letter is clearly making bogus claims. It was on entirely false grounds that the power was cut, contrary to their statement. A certified electrician with 30 years experience in ****** inspected the meter for any safety concerns (and tampering) and found no such issues the day after power was cut. Attached is certified/signed proof from the electrician (see PDF). This is hard evidence.
Furthermore, no one mentioned medical devices when police arrived because the disabled tenant that answered the door was completely taken back by what was happening and didn't know what to say in the moment (my neighbor). A state of disbelief. I myself was NOT HOME at the time of the power cut. I had zero ability to relay information to police/Helco when I wasn't even on premise during the cut, and Helco themselves DID NOT INFORM ME this was happening. I learned of it when I got home that night.
Also, the electrician informed me and my landlord that he had never seen something so malicious in his entire career - to cut power at night without tenant notice (and then being disabled). He specifically said that there were SEVERAL other ways ***** could have handled the situation as to not disrupt lives, even if they did suspect tampering as they continue to falsely assert.
1. THEY ABSOLUTELY DID NOT HAVE TO DO IT AT NIGHT, AFTER HOURS
2. THEY ABSOLUTELY DID NOT HAVE TO DO IT WITHOUT ADVANCED WARNING TO TENANTS
3. THEY DID NOT HAVE TO PHYSICALLY CUT THE LINE FROM THE BUILDING.
The *************************** of ****** also agreed with me, saying *****'s actions were unjustified and unnecessary, and they broke several rules. They sent an official complaint to them. The only reason ***** decided to restore power 4 and 1/2 days later was because they had the *** and my landlord's lawyer breathing down their neck, and myself reaching out to local news organizations, locally elected officials, and posting on social media. Incredible pressure.
But that isn't enough. They royally messed up. This isn't resolved.
Thank you.Initial Complaint
Date:10/13/2022
Type:Customer Service IssuesStatus: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 business electricity was disconnected yesterday with 30 days past due. When I called to complaint, the manager kept saying technically they can disconnect anyone or business after 10 days past due. I told them and confirmed with their record that my previous month's payment was made on 9/27, and therefore when I received the final disconnection notice dated 9/28, I did not think it was subject to disconnection. She also mentioned I should have called them to confirm, but as a business owner operating from 8am to 9pm, you only have an option to call during the day when you are ALWAYS on hold for ***** minutes! She said if the final notice is dated 9/28, that means the notice is mailed out on 9/27 already, and work order is in place to disconnect the power which makes no sense. Also, why can't they contact you at least before the disconnection? What are they keeping track of your contact information for if they are not going to ever use it? It seems like HECO almost want you to fail your payment making so they can disconnect the service for generate more fees. I am sure HECO will never disconnect the service for Wholefoods or ******* if they were 10 days past due. Hawaiian Electric being a private entity just like any other non-profit entity, they need to follow the same Anti-Trust Law and should not be abusing their power as a sole service provider in the State to discriminate how and who they provide their services differently. If they are providing the same grace ****** policy before they disconnect the service to Wholefoods and *******, I'll be very surprised, but HECO is disconnecting power to small business account with 30 days past due! Instead of being supportive of local small business, HECO kept repeating technicality to say that they can connect anyone after 10 days. For once, why can they just say, 'you are right, we did not consider your last payment made. Let us reconnect you back today' ? instead I have loss of sale until it's reconnected.Business Response
Date: 11/03/2022
Hawaiian Electric's response is attached.
Hawaiian Electric Company, Inc. is NOT a BBB Accredited Business.
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