Diamond Head Windows and Doors Inc.

(The consumer indicated he/she DID NOT accept the response from the business.)
He lied about informing of the egress issuesHis project manager was not even there until the windows were installedMy wife and I will atest to thisOnly after we started the permit process for the deck that was to follow the placement of the windows did we discover that the windows created a code violation as was stipulated by the person drawing up the plansI did contact Diamondhead windows for a solution, but he only offered to place a glass sliding door over $1000, so the contractor building the deck offered to place a $door and did not charge to remove the windows and nominal costs to place the door wich was well under the cost of his solution to fix the problem
Why would we do something wrong on purpose? There is no rationale reason to do something illegalHe is lying and saying that he told us that there was a problem but what professional would do something illegal knowing that it is illegal? Couldn't they lose their license as well as be cited to purposely doing something illegal? The fact is that they just wanted to get the sale and represented that they were the professionals and will take care of everything because they were licensed contractorsthey did not even consider the code violation until after the problem was identified
Clearly, we would have never placed the windows had we known of the egress violationWe would have taken the alternative which is what we did, so I am asking for the price of the windows plus the amount I paid for installation of the windows plus tax which is what I paid to himI am not asking for the cost to remove the windows or placement of the door

Initial Business Response /* (1000, 15, 2014/03/03) */
RE: Revdex.com complaint - *** ***
Information:
I was notified of this complaint on February 26, I apologize for the delay in receiving/responding to this complaintIt was mailed to our warehouse and the mail was not picked up
for some weeks
Having stated that, I have reviewed Mr***'s complaint
We contracted with *** *** on March 30, to replace windows that needed replacing as well as some sidingMr*** informed me that he was planning to build a deck outside of an existing room and wanted to add in some awing windows along one wall (above where the deck would be built)
At the time, I informed Mr*** that the windows that he wanted us to add would not meet egressThis was also explained by Steve P***, my production managerAs I recall, he was planning to remove a door or add a wall to create a new room that had no egress
Note that we are adding windows into an existing room, cutting into a wall
We completed the job and Mr*** was happy with the product at the time of completion and paid us in full for the work done
After the fact, his decking contractor pointed out, again, that he would need egress for a bedroom that had been createdAt that point (July 20, 2013) Mr*** contacted Diamond Head Windows and requested that we give him a quote for some sliding doorsAs part of this, he wanted to replace one of the awning windows that had been installed and convert it to a door to the new deck, creating egress
At that time I told him that we could credit him for the window that we were replacing with a door as part of the additional sliding door quoteI sent him a new quote (Number ***) on July 20, to cut down one of the awning windows to create a sliding door to the deck that would provide egress as well as two additional sliding doors he wanted
I offered to credit Mr*** $for the awning window to be replaced, explaining that it could not be re-used, but that it we would donate it to Habitat for Humanity as is our practice
I did not hear back from Mr*** on this quote
Some weeks later he called requesting that we pick up two awning windows from his home as he had removed them, which we did
My problem with this complaint is that Mr*** completes his contract with usWhen the issue comes up regarding egress, we worked out a solution for him and agreed to credit the cost of the window that we had custom made for his home
That he decided to go another route to have doors/windows installed, is his right, but if he felt that we were obligated to correct something that did not meet his requirements, we should have been given the opportunity to do so
To tear out product that has been contracted for and paid for and then request a full refund for the product is not practical or fair
There were no plans or engineering for the project that I saw that layed out the entire scope of the project and would have exposed the need for egress and any other issuesAs it was it was being done on the fly
As regards the special pole to operate his awning windows, I am happy to provide this to him as per his request
I am willing to work with Mr*** to resolve his issues with our company, but a wholesale refund after work has been completed and paid for is not appropriateParticularly when options were given to him to resolve the situation with us to meet his needs
Best,
*** ***
Diamond Head Windows
Initial Consumer Rebuttal /* (3000, 17, 2014/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
He lied about informing of the egress issuesHis project manager was not even there until the windows were installedMy wife and I will atest to thisOnly after we started the permit process for the deck that was to follow the placement of the windows did we discover that the windows created a code violation as was stipulated by the person drawing up the plansI did contact Diamondhead windows for a solution, but he only offered to place a glass sliding door over $1000, so the contractor building the deck offered to place a $door and did not charge to remove the windows and nominal costs to place the door wich was well under the cost of his solution to fix the problem
Why would we do something wrong on purpose? There is no rationale reason to do something illegalHe is lying and saying that he told us that there was a problem but what professional would do something illegal knowing that it is illegal? Couldn't they lose their license as well as be cited to purposely doing something illegal? The fact is that they just wanted to get the sale and represented that they were the professionals and will take care of everything because they were licensed contractorsthey did not even consider the code violation until after the problem was identified
Clearly, we would have never placed the windows had we known of the egress violationWe would have taken the alternative which is what we did, so I am asking for the price of the windows plus the amount I paid for installation of the windows plus tax which is what I paid to himI am not asking for the cost to remove the windows or placement of the door

Aloha, Attached are the windows complete with the trimThis trim was installed shortly after the first complaint was filedWe were waiting for the official approval from the HOAThe manager there was out sick for some time. He has approved the installation of the windows and the trim and has notified the customer that the windows are approvedI have requested this approval in writing from him so that we can attach it to this complaint as well. Best, Mark M***Diamond Head Windows***-***

Complaint: ***
I am rejecting this response because:I do not have approval in writing from the HOA, the trim was part of the original package I purchasedThe pictures are the ones taken after the window installation and informed I would have to take care ofThe framing was to be sent with the windows at installationThis company is not following through with their promise for a complete project! We are going into Dec and the pictures from Jorge shows a misfit of joints and not as promised by MarkI am still not a satisfied customer
Sincerely,
*** ***

Flier distribution is a legal in the state of HawaiiIf you wish us to not solicit to your home please provide us with your address and we will not distribute any more fliers to your address

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]would like to add this has come with a very unsatisfactory relationship with this company, false statements and lack of communication from all parties and workers with this company. I rate Diamond Heads Windows a very poor company to do business with. There were many untruths by all parties, the trim was to have ordered at the time of original purchase in April 2017 (installation 10/2017). Mark may seem to have everything resolved however he is lacking in customer relations and holding to his promise to complete the project. Please advise him of my dissatisfaction with his job and professional handling of the project!

To whom it may concern,We have completed everything on the contract other than replacing 2 sashes that were reordered with obscure glass. The manufacturer built the new sashes but the locks did not line up so we had to reorder them again. We do have documentation of all calls placed to the customer...

but she is very hard to get a hold of which she did express at the time of order. She expressed the only time she is available is weekends and we told here we do have weekend install dates available but they are only when our installer are able to work on weekends.For the inconvenience we did install some ledges at no charge. This was not on the contract. As for the paint we do not paint and it clearly says that on her purchase agreement.The replacement sashes arrived on 8/16. We left a message that they were in on the 16th. We also Emailed that they had arrived. This was before we received the complaint.Today is 8-19-16. We have not heard back. We are ready to schedule a time to replace the sash which will only take a few minutes.As for the window that wont lock, this is the first we have heard of it. We would be happy to adjust the window when we replace the sash. We just need the customer to return the call so we can schedule.

As noted by the customer, we installed sliding doors and jalousie windows in her unit. The HOA required a special trim around two of the jalousie windows in the walkway to match the trim on the existing windows in the building.This trim was ordered and installed two weeks ago. The HOA has approved...

this trim and the installation is complete.There is no reason that this unit could not or cannot be rented, as all of the windows and doors were installed and secure. This was a cosmetic item required by the HOA that is now installed. Best, Mark M[redacted]Diamond Head Windows

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

WE have completed the repair work for the customer, and resolved their issue. They are very happy. Please remove the complaint. Thank youCheryl F[redacted]Diamond Head Windows

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

To whom it may concern,
We have completed everything on the contract other than replacing 2 sashes that were reordered with obscure glass. The manufacturer built the new sashes but the locks did not line up so we had to reorder them again. We do have documentation of all calls placed to the...

customer but she is very hard to get a hold of which she did express at the time of order. She expressed the only time she is available is weekends and we told here we do have weekend install dates available but they are only when our installer are able to work on weekends.For the inconvenience we did install some ledges at no charge. This was not on the contract. As for the paint we do not paint and it clearly says that on her purchase agreement.
The replacement sashes arrived on 8/16. We left a message that they were in on the 16th. We also Emailed that they had arrived. This was before we received the complaint.
Today is 8-19-16. We have not heard back. We are ready to schedule a time to replace the sash which will only take a few minutes.
As for the window that wont lock, this is the first we have heard of it. We would be happy to adjust the window when we replace the sash. We just need the customer to return the call so we can schedule.

RE: Revdex.com complaint - [redacted]
Information:
I was notified of this complaint on February 26, 2014. I apologize for the delay in receiving/responding to this complaint. It was mailed to our warehouse and the mail was not picked up for some weeks.
Having stated that, I have reviewed Mr. [redacted]'s complaint.
We contracted with [redacted] on March 30, 2013 to replace windows that needed replacing as well as some siding. Mr. [redacted] informed me that he was planning to build a deck outside of an existing room and wanted to add in some awing windows along one wall (above where the deck would be built).
At the time, I informed Mr. [redacted] that the windows that he wanted us to add would not meet egress. This was also explained by Steve P[redacted], my production manager. As I recall, he was planning to remove a door or add a wall to create a new room that had no egress.
Note that we are adding windows into an existing room, cutting into a wall.
We completed the job and Mr. [redacted] was happy with the product at the time of completion and paid us in full for the work done.
After the fact, his decking contractor pointed out, again, that he would need egress for a bedroom that had been created. At that point (July 20, 2013) Mr. [redacted] contacted Diamond Head Windows and requested that we give him a quote for some sliding doors. As part of this, he wanted to replace one of the awning windows that had been installed and convert it to a door to the new deck, creating egress.
At that time I told him that we could credit him for the window that we were replacing with a door as part of the additional sliding door quote. I sent him a new quote (Number [redacted]) on July 20, 2013 to cut down one of the awning windows to create a sliding door to the deck that would provide egress as well as two additional sliding doors he wanted.
I offered to credit Mr. [redacted] $350 for the awning window to be replaced, explaining that it could not be re-used, but that it we would donate it to Habitat for Humanity as is our practice.
I did not hear back from Mr. [redacted] on this quote.
Some weeks later he called requesting that we pick up two awning windows from his home as he had removed them, which we did.
My problem with this complaint is that Mr. [redacted] completes his contract with us. When the issue comes up regarding egress, we worked out a solution for him and agreed to credit the cost of the window that we had custom made for his home.
That he decided to go another route to have doors/windows installed, is his right, but if he felt that we were obligated to correct something that did not meet his requirements, we should have been given the opportunity to do so.
To tear out product that has been contracted for and paid for and then request a full refund for the product is not practical or fair.
There were no plans or engineering for the project that I saw that layed out the entire scope of the project and would have exposed the need for egress and any other issues. As it was it was being done on the fly.
As regards the special pole to operate his awning windows, I am happy to provide this to him as per his request.
I am willing to work with Mr. [redacted] to resolve his issues with our company, but a wholesale refund after work has been completed and paid for is not appropriate. Particularly when options were given to him to resolve the situation with us to meet his needs.
Best,
Mark M[redacted]
Diamond Head Windows

This company is excellent. I really love the job. The windows keep all of the heat out of my house. I have 1 side of the house that was getting all of the sun, and my new windows really make a big difference. I highly recommend this company. Maka was the installer that put in my new windows.