ComplaintsforWindows Hawaii a Division of Northwest Exteriors

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased new windows & screens from Windows Hawaii (WH) at a cost of approximately of 25K. I was given a lifetime warranty on the screens. I have been in contact with WH since Aug 3, 2023 regarding the sscreen replacements approx, 20 + times ************** messages saved if needed) with out resolution. I've been given the following excuses:1. We had them but some took them from our wharehouse 2. They are on the container but we can't control how the containers get off loaded 3. There on order but we are at the mercy of the supplier 4. We can sell you new ones 5. We will check with our production manager and he will get back to you 6. We will be there on x date THEN I thought we had the material on the shelf but when I went to get it ...it was the wrong type 7. AND MY ALL TIME FAVORITE ------ COVID I did also request help from the parent company NORTHWEST EXTERIORS main office in CA w/o any response.I can furnish the exact times/dates and individuals e-mailed & texted regarding this issue.

  

  Business response

  09/05/2023

  On behalf of Windows Hawaii and our entire team, We sincerely apologize for the inconvenience you've experienced regarding your screen order from Windows Hawaii.
  
  However, We have some good news. Our tech, ******, has scheduled a time to come out on September 20 for the installation. He will ensure that your Xtruded screens are not only installed efficiently but also meet the high-quality standards that both Windows Hawaii and the Xtruded brand represent.
  
  Thank you for your patience and understanding. We genuinely apologize for this inconvenience and promise to make it right, ensuring such incidents remain rare exceptions in our commitment to customer satisfaction.

  Customer response

  09/06/2023

  ******************
  Resolutions Coordinator

  Does accepting close the complaint?  If I accept and they are a NO SHOW on Sept 20 what then?  

  ***

  Customer response

  09/08/2023

   
  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

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I special ordered 13 windows from this Windows Hawaii, on October 29, 2021, given a down payment of over $9,000. Eight windows final arrived to be installed. The install dates were 24 and 25 April. ***** was the lead or ******* for this project. The contractor did not come to the job with the correct materials, my window color is adobe, the caulking or sealant for the windows should have been a similar color instead it was white. On April 25th, ***** the ******* caulked the exterior of the windows, with white caulking and it looks like something a two-year-old would do. He did a disgusting job; in some areas you can see gaps between the caulking and the window. The proper ladders were not used, he did not tape off the window interior or the frame and white caulking can be seen smeared on the ***** window frame. My home was just painted. I did not notice his unprofessional job until he had received a check for $2.300.00. Two window screens were broken by the contractors, they were taken back to the shop for resizing, or repair and no one seems to know anything about them. The installation of remaining windows was scheduled for May 13th and 14th, 2022. I was told by ****** that this next job would only take one day to complete. I informed her that I didnt want ***** to return to my property. ****** stated that they did not have the proper sealant/caulking for the windows, (explaining the poor job that was done). A second group of installers came out on April 14, 2022. The windows were delivered on the 13th of April. They were to correct the job that ***** did. It is now June 1st, 2022, my windows have not been corrected nor has the second installation been completed. They have monopolized my time on several occasion, scheduling appointment to have the work completed and they not showing up. I want the job completed, if they can't or won't then they need to tell me so. I've spoken to ***** on once and left a message on his voicemail no response.

  

  Business response

  06/13/2022

  We are aware of the customers concerns and are working on a resolution.

  Customer response

  06/13/2022

   
  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.
  
  ***************************************************

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