ComplaintsforDiscount Windows and Doors

• Initial Complaint

  05/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After multiple delays, without follow-*** from the company, our patio doors and windows were installed on January 23, 2023. Products were ordered on April 29, 2022. Total payments for the products and installation made was $12,752.There were multiple concerns with the installation:1. Astragal finish was wrong.2. Screen doors not aligned with glass doors.3. Screen door locks were screwed on at different heights on both doors.4. Center supports between the overhead windows were not aligned to the center of the patio doors. 5. The gaps from the frame to our existing patio opening were uneven at the top and bottom. 6. On one side, our existing wood pillars werent cut precisely by the installers, leaving a half inch gap between the post and the frame. February 24th: installer removes existing astragalus, starts cutting the new one, realizes its damaged, puts the old one back on.April 28th: installer replaces astragalus. New screens not gliding smoothly. He mentioned a s**** being stuck and after attempting to remove it, the wheel broke off. He took the screen with him and said he would fix it and bring it back as fast as humanly possibleMay 5th: I email the company since I only have one screen door and no ones called me. Then installer texts to set up appointment for the 15th. May 15th: installer doesnt show up, didnt respond to my text. No explanation call from company. May 23rd: owner came, installed doors. According to him, it was normal for doors to be noisy and be difficult to glide. He took both screen doors to change wheels and said hed call by the 26th. I have received no communication and am without screen doors. We have in good faith, made full payment for custom patio doors, screen doors and windows. We expected quality goods and services within the time frame reflected on our contract, which hasnt happened. Our expectations of any resolution without intervention by the BBB arent high.

  

  Business response

  06/02/2023

  Aloha,
  
  We apologize that we have not met your expectations within the timeframe that you expected. We have been trying to contact you for a while through the 292 number with no response. Thank you for providing us with an alternate number. Through that number, ****, the owner, has scheduled an appointment for Tuesday the 6th where he will address all of these issues personally as well as install the screen doors.
  
  Mahalo,
  ************

  Customer response

  06/02/2023

   
  Complaint: 20117614
  
  I am rejecting this response because:   
  In regards to my timeframe expectations, they are based on the wording of your contract (painted products, ***** weeks) for arrival to ******** docks.  We were notified by email on November 30, 2022, approximately 31 weeks after payment was made.   We were informed the day before the initial installation date that all items were not available and your company needed to reschedule installation to January 23rd, 2023.  
  in regards to trying to contact you for a while through the 292 number with no response, please review my attachment.  All communication between myself and your company from December 2022 has not been through the 292 number.   In reviewing the phone log for that number, there was one voicemail and one text message on the 31st of May.  For a while borderlines deceptive.  I have been called on 11 different dates since December 2022 by different employees at the number you claim to be an alternate number.  
  June 6th will be the sixth day we have waited for our service to be completed.  We have paid in good faith for custom goods and services.  We expected quality, integrity and commitment as your contract states below your logo.  We, instead, have had the opposite experience.  And after reading the reviews and complaints on this site and other social media, we know we   are not alone.  They mirror our experiences with your company.  

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

  Customer response

  06/11/2023

  On June 6th, ********************* came to install my screen doors.  The scratches had been repaired, but the doors still didnt glide smoothly and were noisily scraping the side of the track.  He said he couldnt get the nylon wheels locally and would have to contact the manufacturer and he would contact me with an update.  Today, is June 11th and there has been no update.  
  From the original complaint I submitted, Discount Windows and Doors has responded and corrected three of the six issues in 4 months. Their customer service in contacting the consumers with updates is nonexistent.  
    

  

  Business response

  06/12/2023

  Aloha,

  There is not a standard option from the suppliers outside of metal options they provide us. Because of the custom request, it will take awhile to research and get you want you desire. We are sorry that you are not satisfied with not being able to receive an answer longer than 3 business days. Once we have heard back from the manufacturer, we will provide that information as soon as possible.
  

  Customer response

  06/19/2023

   
  Complaint: 20117614
  
  I am rejecting this response because:

  On May 23rd when ********************* took the doors to repair the scratches, he said hed change the wheels to vinyl and that would help to eliminate the noise and the screens should glide more smoothly. 
  When he returned with the screens on June 6th, he said he couldnt find the wheels locally. That was 2 weeks from the date he mentioned changing the wheels, not 3 days as you stated in your response.  On May 23rd, he referred to them as vinyl wheels.  On June 6th, he mentioned nylon wheels.  As a consumer. I wasnt aware of the differences in screen door wheels. ********************* was the one who recommended the change in wheels. 
  I just wanted the screens to glide properly on the track like the original screens that were delivered on January 23rd. 
  After taking a closer look at the track, I am now under the impression that the track must have been damaged when the original screens were  removed on April 28th for the replacement screens. The track looks slanted, not upright.  That would explain the scraping and uneven gliding.  
  
  
  Sincerely,
  
  ****************************************

  

  Business response

  06/23/2023

  Aloha,
  
  **** the head installer and owner of the company has provided the inspection and looked at all of the possible causes of the issue. He will find the best solution for the given situation. Again, any type of wheels outside of our standard stainless steel option will take time to acquire. Once we have them, we will contact you to replace them.
  
  We highly encourage you to contact us directly instead of through a third-party source as notifications may cause delays in responding to your requests.

  Customer response

  07/02/2023

   
  Complaint: 20117614
  
  I am rejecting this response because:
  On May 23rd, ********************* took both doors to change the wheels.  When he returned on June 6th to re-install our screen doors, the wheels were unchanged so the screens still didnt glide smoothly and still made scraping noises. 
  If the wheels are the cause of the rough glide and scraping noise, why would it take over 5 weeks to obtain them.  Are they highly specialized screen door rollers?   We see screen door rollers available at home improvement stores and online retailers. 
  

  As we stated in our initial complaint on May 29th, we have always had to contact your company for follow-****  We have low expectations that we will obtain any resolution without the intervention of a third-party source.  That should not be your excuse for delays.  
  
  ****************************************

  

  Business response

  08/02/2023

  Aloha,
  
  We apologize this issue has taken longer than the time frame than you expected. We have been updated that ********************* received the replacement screen door nylon wheels and scheduled the appointment to replace them for you on Thursday July 20th. He reports that the screen door slides quieter than before. Again, we are sorry the door did not meet your expectations and repair time frame. If there are any further issues please contact our office directly at ************ or email our warranty department at [email protected].

  Mahalo,

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

  
  

  Customer response

  08/14/2023

   
  Complaint: 20117614
  
  I am rejecting this response because:
  The screens  after 2 months of waiting for new rollers to be installed, do not glide as smoothly the original screens did probably due to the track being damaged when the original screens were removed.  When you state, longer than the time frame I expected, its deceptive.  Your contract stated up to 22 weeks for arrival.  The doors and windows and parts were not available to install until 38 weeks after we placed our order.  Installation was done with multiple errors as we listed in our original email with photos.  Your company has never addressed 2 of our concerns.  From the original installation date of January 23rd, it has taken until July 20th to basically change the screen door rollers and proclaim its not as noisy as it was.  On the advice of Action Line in May, we initiated the complaint with the BBB to hopefully resolve our concerns.  Then we realized after reading the multiple complaints, we were not alone in contracting your company.  We have realized that your company is not capable of resolving the poor workmanship issues.  We paid in good faith for quality goods and services.  Sadly, we were disappointed in the lack of quality goods and customer service.  
  
  ****************************************

  

  Business response

  09/07/2023

  Hello *****,

  Thank you for reviewing this entire case and closing it. We hope that in the future this customer contacts us directly for any further complaints or issues so we can resolve them one on one.

  Mahalo for your support.
  

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2022, we finalized an order to replace all the windows in our home. On July 5, 2022, Discount *********************************************** (DWD) took a 50% Downpayment of $11,693. At that time, they they expected the order to arrive before or at the end of 2022. On Oct 21, 2022. Just to check, I sent an email inquiry to DWD. We were told that that we were assigned "CAN29", scheduled to arrive at the end of March along with the notification "it takes about ***** days to fully inventory & check for quality control." On Jan 30, 2023, I spoke with a salesperson "******" who gave me some "good news." I was told by ****** that our delivery for the windows is due in the beginning of February. So we expected it to be right around the corner, since it was Jan 30, 2023.On Mar 30 we were informed that the "window" (singular) is allocated to out container shipping mid April followed by, it takes about ***** days to fully inventory & check for quality control. Needless to say, I am now beyond suspicious of any type of quality control.On Apr 23, 2023. Cognizant of the ***** days to fully inventory & check for quality control, I notified DWD that I need a specific timeline, regular updates, but also due to the extended delay, I requested if it would be possible to get a discount or refund part of my deposit to help offset some of the costs. On Apr 24, I got an anonymous email from "Front Desk" unsigned, stating that my order would now be arriving in May, followed by the expected "***** days to fully inventory & check for quality control." In lieu of email being signed by anyone, the message stated that "I am unable to approve the request and will foward it to our President ************ to get back to you." April 24, 2023, I am now filing a complaint with BBB, as it will be ****************************************** May. DWD doesn't appear to be concerned about their reputation or accountability with customers. I would request for a refund, but that would just cause more waiting.

  

  Business response

  04/25/2023

  Aloha,
  
  We are sorry that you feel this way. Unfortunately, providing clients with information from the manufacturer that ends up changing because of something that is outside of our control could look suspect. We were told by the manufacturer that the De La **** order would be on the last container. However, they ended up pushing it to the next.
  
  ***** ** ** **** informed us that they would submit a complaint to the BBB last night to ensure that their order will arrive in a timely manner. This was an astute decision and I can see why it was made. We know we will deliver on what they order. It is only a matter of receiving the container that their order is on. ****** sent an email this morning to ***** between us receiving this BBB notification and the submission of the complaint to let them know that we are doing everything we can to make it right for them.
  
  Mahalo,
  ************

  Customer response

  04/26/2023

   
  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,
  
  ***** ** ** ****

  Customer response

  03/01/2024

  Im escalating a complaint against Discount Windows & Doors (DWD) for failing to complete an order from June 2022. Despite a 50% downpayment of $11,693, two windows remain uninstalled, leading to significant inconvenience. Timeline Highlights: July 5, 2022: Paid downpayment; promised completion by end of 2022. Oct 21, 2022 - Feb 2024: Multiple delays; inconsistent updates. Jan 30, 2023: Informed of February delivery; never materialized. Feb 14, 2024: Promised update on shipment; vague responses followed. Recent Interactions: Requests for a specific timeline met with refusal; company cited manufacturing delays. The response from customer service rep **************************** emphasizing automatic email signatures and limiting future updates, doesnt address the core issue: the jobs completion. Desired Settlement: Definitive Timeline: Clear deadlines for the remaining installations, with penalties for further delays. Compensation: Considering the impact of these delays. Direct Communication: Regular, accountable updates from a designated company representative. The ongoing delays and lack of clear communication have caused undue stress, affecting significant family events. We seek BBBs help to ensure DWD fulfills its obligations promptly

  Desired Resolution: Contact by the business; Finish the job; Compensation: Considering the impact of these delays.

  

  Business response

  03/19/2024

  Email correspondence between myself and the Customer has been what I would deem successful open communication. We are working to obtain the remainder of the customers order and complete repairs as his schedule permits.

  I am attaching my latest email between the customer and myself for review. If there are any questions or concerns please let me know.

  Thank you,

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

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed my order back in July where I was told there was a ~***** week timeline for delivery/install. It was not until after the original quote that **** and I both realized that my order was wrong - there were windows missing from the original quote. At that time I brushed it off because I understand people make mistakes, however, I have experienced nothing but continued mishaps since. Nonetheless, my order was corrected and placed. I received no communication from my sales rep or this company for nearly 4+ months. It was not until I reached out in Dec did I find out that my order was due to come in late Jan - much later than the anticipated arrival time, yet I remained empathetic to "COVID delays." Unfortunately, when my order did arrive - only parts of it arrived, not the full order. Of course, I did not receive a proactive update from this company. Instead, I had to reach out, yet again, to inquire. Upon inquiring, I was informed of the status and assured that the other portion of my order would arrive mid February, but the front office would let me know as soon as it was leaving port of the delivery date/etc. Of course, yet again, I received no updates. For the third time, I made the effort and reached out to your company only to be told that yet AGAIN my order did not arrive in full. Today I reached out and ended up speaking with ******* (my original sales rep) where I tried to calmly explain to him that while I understand that there have been issues with the manufacturer, what I have been asking for is clear communication about what is being done to resolve this issue because I have not had that visibility thus far. Since signing paperwork, it has been me consistently reaching out vice being treated like a valued customer and having your team consistently provide me with updates about my order. ******* cut me off and raised his voice at me multiple times, telling me we have 100s of customers! I am demanding a final date for install and a discount.

  

  Business response

  03/01/2023

  Aloha,
  
  We have seen and understand ***************** frustration as she has also posted reviews on other sites as well. We are sorry for the way she feels that she was treated by one of our design consultants and that the communication was not up to her expectations. She understands that it has been very difficult for us to receive adequate information from the manufacturer on her specific order. Because we have been relaying to the manufacturer ***************** frustration, they have been doing their best to focus on her order to look into whatever they can find out about it. We are very fortunate for them to be able to provide that service as they, unfortunately, do not have a system to track these exact details and requests on everyone's orders.
  
  We have changed her point of contact as she requested. We have updated her on the specific details as the manufacturer has provided them and we know that she will be very happy once the windows and door are installed and fully completed. Our goal is to make sure all of our clients are happy and are able to provide reviews that reflect this.
  
  Mahalo,
  ************

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complete timeline of communication with Discount Window and Doors attached.Invoice #DP52087 Full Payment (not deposit) made on April 1, 2022 in the amount of $5,313.65.April 2022 - *******************, showroom design consultant came to our home to take measurements and informed me that the order may take anywhere **** weeks for delivery due to shipping circumstances related to COVID pandemic related delays. May 2022 - **** (*** OWNER), came to our home to take measurements of our windows again on May 11, 2022.September 2022 - No formal phone call or email received from company until September 12, 2022 indicating that our order was now "allocated to arrive at the *** warehouse near the 3rd week of January." Numerous phone calls made to company between June 2022-September 2022 to inquire about status with little to no confirmation received, a general statement of shipping delays provided.November 2022 - Received email from FRONT DESK of Discount Windows and Doors on November 29, 2022 indicating that our order had arrived and that installer would be making contact within 7 days to schedule installation. Email was addressed to myself and a "*******"? I left a voice message at FRONT DESK to clarify if the email was sent in error because myself or my husband are not named "*******" and though they may have sent to someone in error? No phone call back received. December 2022 - *Voicemail received from *** (installer) on December 12, 2022 wanting to schedule installation.*Scheduled with *** on December 14, 2022 (2) days of installation confirming December 20 &21.*12/20 - *** arrived at our home with (7) window panels for installation. Day 1 installed (3) panels in Master bedroom. (4) window panels for 2 remainder bedrooms and exterior work for Master bedroom left for completion on next day.*12/21 - *** arrived and assessed which bedroom to start off with and began unloading and placing his work tools in bedroom identified. Following an hour or so, *** informed myself that the remainder windows to be installed were the incorrect size and therefore installation could not be completed. He apologized for not measuring sooner so that we didn't need to work on clearing out the 2 remainder bedrooms and that he had contacted his "Boss", the owner (****) and that he didn't know how the measurements were so off and stated that a RUSH order was being placed for the correct sized windows. I expressed to *** my frustration with situation overall and that a call would be made to ***. *** then completed the exterior Master Bedroom work and left, taking with him the incorrect sized windows.*12/21 - Placed a call to ******************* directly expressing overall dissatisfaction with overall process including: delays, inaccuracies, inconsideration to both my husband and I taking off of work resulting in loss of pay for 2 days for my husband to accommodate installation. ****** stated that a rush order was placed but could not confirm when windows would arrive, but the hope would be the following month container (January). I expressed the request for compensation for inconvenience of circumstance, including possibility of refund and ****** stated that it would be the owner (****) to make that call about that he or **** would be following up with me. January 2023 - *1/5 - Received voicemail and text message from **** (owner) to call him back.*1/6 - I returned phone call to **** and needed to leave a vm. Later received a text message back indicating that he would call me back. No return call received.*1/16 - I attempted to call **** to again follow up on status and was instructed on his voicemail to rather send a text. I sent text at 919am requesting order status, summarizing ongoing frustration and requesting refund for pending product.*1/16 - Email sent to ******************* at 938am again summarizing ongoing frustration and requesting refund for pending product.*1/16 - 940am - received call from ****. Discussed again overall dissatisfaction with services and lack thereof for product 9 months later and requesting refund for undelivered product. **** indicated that he did incorrect measurements, will not refund because that was not their policy, could not confirm deliver of product, but could off 10% for outstanding installation and 20% if paid in cash. I declined and further requested refund for an infraction of contracted product. Again, **** declined. I informed him that formal complaint would be placed to BBB. *1/16 - 953am - received call back again from **** indicating that our windows are being placed on container as we speak and should arrive by the end of the week and can be scheduled for installation when arrive. I declined installation and further more requested for refund - his response is that the windows will then just be delivered when it arrives.

  

  Business response

  01/27/2023

  Aloha,

  
  We are very sorry for the delays and how you feel your experience has been. You order was on its way and we were waiting on your shipment for confirmation that it is ready before responding. Even though there had to be a remake of some of your windows that arrived with the wrong size, it was made and shipped as quickly as possible and they are now ready to be installed. **** has offered to provide a discount on your installation and should be contacting you soon if he has not done so already. We are doing everything we can to make this right for you and we apologize for the inconvenience this may have caused.
  

  Mahalo,

  
  ************
  President

  
  

  Customer response

  01/31/2023

   
  Complaint: 18820662
  
  I am rejecting this response because:

  I'd like to clarify that the windows arrived with the wrong size because the incorrect measurements were submitted? The measurements for our windows were taken on 2 separate occasions bu both ******************* and **** (owner) coming to my home. **** offered me 10% off installation on 20% off if I paid in cash. This offer is outright offensive and unsatisfactory to remedy the loss of work pay that my husband needed to take off of work on the day that the remainder windows was to be installed, and the other  inconvenience this circumstance has caused otherwise in addition to the EXTREME delay of product delivery.

  Additionally, I heard from **** on Friday afternoon (1/27/23) via text indicating that our remainder windows were in. He asked that I reach back out to him to schedule delivery and installation. I responded via text and again, I declined his initial offer of 10% off installation or 20% off if paid in cash. I confirmed that NO installation is needed and
  asked when the soonest our windows could be delivered and he noted that Joy (person in office that schedules deliveries)would be contacting me on Monday (1/30/23)? Today is TUESDAY (1/31/23) and I did NOT receive a call, email or text from anyone yesterday regarding scheduling window delivery! Another poor business act reflecting the lack of prioritization of communication for a customer that again has already PAID in full for our windows and have been waiting for 9 months and inconvenienced significantly.
  
  ~ Val
  
  Sincerely,
  
  ***************************

  

  Business response

  02/08/2023

  Aloha,
  
  Unfortunately I do not know of any company that will account for time a client has to take off of work. We have attached written policy regarding this concern. We have offered options to help because of how she feels this may have impacted them. **** and *** have been in contact with *************** multiple times between these exchanges to work out delivery of the remade windows that were expedited and arrived as quickly as possible. *************** has not paid for installation on the correct windows that have already been installed over a month ago. **** is in the process of working out payment for the installation. On February 3, 2023 we reached out with another email following up with a call we left on January 31, 2023. We have only received a response yesterday, February 7, 2023 where *************** apologizes for the delayed response and is asking how to submit payment for the balance to schedule delivery.
  
  Mahalo,
  ************
  

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my custom windows in January 2022 and was told that my windows are expected to arrive in May. In May I asked for an update from the salesman who I made the purchase with, and after multiple emails and calls I received no response. I called the main line and was told to call another woman, After an email and two phone calls, I was able to get in touch with her and she was able to check on my order as she was at the warehouse in the mainland. She advised me that my windows were delayed and delivery could be ***** Then when I emailed again she confirmed that it would be July. It is now the end of July and even after 3 follow up emails, I have no idea where my order is. While I understand that there could be delays due to shipping and manufacturing, what is not acceptable is the lack of response and communication. Custom windows are an investment, and at the very least I should not have to hound the business for any response/update. I have never experienced this level of poor customer service. I emailed again today and added the main email address since I have not received a response requesting that they update me on where my windows are and to have them installed and waiving this installation fee.

  

  Business response

  07/29/2022

  Aloha,
  *****, who was our customer relations manager, has moved on to go to law school and was not able to respond. These past few weeks we have had to spread the load to other employees that already have positions and we have been severely understaffed. A response was provided the same day before we found this BBB complaint. See below for email. We are sorry the answers we receive from the manufacture are not to your liking. Being part of the construction industry with labor shortages and supply chain issues, they can cause answers to change as things evolve. 
  
  
  From: Front Desk <[email protected]>
  Date: Thu, Jul 28, 2022 at 8:00 PM
  Subject: Fwd: [NON-HA] Discount Windows and Doors Quote
  To: <*********************************************************>, <*******************>, ************************* <******@discountwindowshawaii.com>
  
  
  ********,
  
  I am ****, moving into ******* position and currently going through all the emails, my apologies for the wait on the response time. I see your order is scheduled to arrive now at the end of August/beginning of September, but also notes from the manufacturer that it might arrive sooner. I have reached out to them to get some clarity on this. I also sent a message to **** the company owner who also manages installs for your request. Our direct office line is the best number to reach me at, as well as the front desk email included here.   
  
  ---------- Forwarded message ---------
  From: ************************* <******@discountwindowshawaii.com>
  Date: Thu, Jul 28, 2022 at 11:35 AM
  Subject: Fwd: [NON-HA] Discount Windows and Doors Quote
  To: Front Desk <[email protected]>
  
  
  
  
  
  ---------- Forwarded message ---------
  From: ********************************** <*********************************************************>
  Date: Thu, Jul 28, 2022 at 11:30 AM
  Subject: RE: [NON-HA] Discount Windows and Doors Quote
  To: *************************** <*****@discountwindowshawaii.com>, *************************************************************************** <***************************************************************************>
  CC: ************************* <******@discountwindowshawaii.com>, ******************* <*******************>
  
  
  Is there someone else that can help me?  ***** has not responded since I purchased the windows in January, even after many attempts in calling and emailing. I called the main line and was given Emilys contact information and was able to get in touch with ***** in May which is the month my windows were supposed to arrive.  After being told it might be in June but then getting confirmation that it wont be until July its now the end of July and I have not gotten any update on where my windows are even after multiple follow **** I understand that there can be delays in shipping  and manufacturing and what not, but the lack of communication and lack of response isnt acceptable.  I would expect at the very least an update on the order without having to follow up and getting no response.  
  
  I would like an update on when my windows will be delivered, and I would like them installed and the installation fee to be waived.   
  
  
  

  Customer response

  08/03/2022

   
  Complaint: 17639412
  
  I am rejecting this response because: This is not an acceptable response. ***** who sold me the windows was also on the email and even after multiple follow *** did not respond. Like my originally complaint and email directly to your employees stated, while I understand that there can be delays with manufacturing or shipping, the lack of response and communications is horrible. And since this email from **** and my response back to her to provide more details that ***** told me while she was at the warehouse on my order, she is still waiting on getting an answer on my request to have my windows installed with the fee waived. The string of emails clearly show how many attempts were made to get an update. It has been months. This has been a terrible customer experience and I am asking that it be resolved with an installation date and confirmation of fee waiver. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  One June 2, 2021, I ordered windows from this company. It is just short of one year and I have yet to receive my order.

  

  Business response

  05/31/2022

  Aloha **********, 

   

  So very sorry for the longer than expected lead times due to the Covid-19 pandemic and now everywhere is experiencing supply chain issues which Hawaii is being affected by. Our main priority is getting the order to you. So much so we actually just sent one of our employees to the manufacturing plant in ********** the past two weeks where she personally saw and marked your windows as they were going down the production line. Right now we are on the final homestretch of getting the windows shipped over to us and installed for you. Again we are so sorry for the unexpected delays please know that we are working on it and we looking forward to helping you complete your home project. 

  Customer response

  06/17/2022

  A little background and history - I ordered and paid for windows over a year ago.  I have not received my order and the business is slow to keep me updated on my order.  For the past few months, I have been emailing and inquiring about my order and each time, their reply leads me to believe the order is on its way so it should be here next month.  It has been over a year, and still no windows. 

   

  Last month, they claim that a representative went to the factory and witnessed my order being completed and loaded into the shipping container.  I have yet to receive any update or confirmation that my windows have arrived. 

   

  Any assistance you can provide is greatly appreciated.  My frustrations are that this order has taken a year and the business does not keep me updated unless I reach out to them first.  And I have never received a telephone call from them.   

  

  Business response

  06/17/2022

  Aloha Mr. ***, 

   

  That is correct we did have a representative there at the plant. She did see the windows come off the assembly line and get loaded onto the container. However, our representative flew back to Hawaii before the container shipped from the manufacturer. It was a huge surprise to us when we opened the container to find that lots of the orders she saw get loaded into that container had been taken off and replaced with different orders. How operations work is when we receive updates from the manufacturer we then turn around and update our clients. Because we do not have a person in California located at the plant we can never confirm what the manufacturer is saying. We really just have to take their word for things and then confirm once we receive the containers. Due to the inaccuracy of the information from the manufacturer, this is a big reason why we had to fly out a member from our team here in Hawaii to see where the disconnect in information was coming from. We are getting another container the first week of July, we are expecting the order to be in that container. Seeing that our representative saw the remaining items of your order at the plant there is no reason that the manufacturer cannot send the order. We are just as eager to get in the remaining items of your order and get it out to you as you are. Again we are extremely sorry for all the delays and we look forward to helping you complete your home project.   

  Customer response

  06/17/2022

  
  Complaint: ********
  
  I am rejecting this response because: When did the container arrive?  And why was I not notified that my order was taken out and would be delayed another month?  And again, this excuse fits the repetitive pattern of "your order will be here next month."  One more delay leading to my building frustration that this company does not seem to understand or take seriously.  What will the excuse be next month? 
  
  Sincerely,
  
  *** ***

• Initial Complaint

  04/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 17 windows on 7/16/2021. I had to pay half in order for them to put in the order. The order finally arrived on island (except the sliding door) 4/2022- 9 months later. I had to pay the balance $6,357.18 before they would deliver it. They delivered it on 4/12/22. One window was cracked so they took it back and they said they would re-order it. My husband installed the 1st window and it was 3 inches to small. it turned out that all the windows are to small. I called to see what we can do and they said because I signed the contract they would not let me return them nor would they compensate me in any way. I told them I did not want the broken window because it did not fit and I asked for a refund. They said that the contract states that there are no refunds. I also asked for a refund for the sliding door since it has not yet arrived and again they said no because I signed the contract. They did not hold up to their part of the contract either with the broken window or getting me the door within a reasonable amount of time. For them to keep my money and not refund me for something I did not receive is not fair nor right. I have disputed the charges on my credit card and depending on the outcome I will take them to small claims court. Please assist in any way you can. Thank you!

  

  Business response

  05/03/2022

  Aloha *********, 
  
  I am so sorry for the delay of things. Due to the Covid-19 pandemic and labor shortages we have all been affected. We ask for half the money up front so it covers the cost of the materials when we place the order. The remaining half is due when the product arrives. When you placed your order you opted to self install meaning you would have your own contractor install the windows and door. Since you opted to have your own contractor install the windows and door, we had you sign a contract stating that the measurements provided were accurate and that since we are custom ordering the windows and door, if the measurements were wrong it would release DWD from any liability of reordering the windows on our cost. This contract you signed.  After we delivered the order to your residence minus the door, we have yet to receive and the one cracked window. You emailed us to let us know that none of the windows fit. These windows have been triple checked by our warehouse team to ensure that the manufacturer did indeed manufacture the correct size windows based off of the measurements you provided and signed for. You then requested that we reorder all the windows out of our pocket. We are not responsible for the measurements you provided. If one of our installers were installing the windows and door and they were measured wrong we would be more than happy to reorder the entire order out of our pocket. You then requested that we only cancel the window that was having to be remade due to damage and you requested that we cancel the door and issue you a refund. In which we explained that we would need to reach out to the manufacturer to find out how far in production the one window and door was in that way we could see if we could cancel and get you your refund. Before we even got a response back from the manufacturer you then sent another email stating that you were able to get the windows installed and that you would still like to get the cracked window and door.  Please see that email attached. Also attached is the measurements that were provided to us by your contractor.

  Customer response

  05/03/2022

  Thank you U
  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,
  
  ********* ******

  *****All supporting documents redacted by 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. ↩