Diamond Head Windows and Doors

To whom it may concern,We have completed everything on the contract other than replacing sashes that were reordered with obscure glassThe manufacturer built the new sashes but the locks did not line up so we had to reorder them againWe 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 orderShe 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 chargeThis was not on the contractAs for the paint we do not paint and it clearly says that on her purchase agreement.The replacement sashes arrived on 8/We left a message that they were in on the 16thWe also Emailed that they had arrivedThis was before we received the complaint.Today is 8-19-We have not heard backWe 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 itWe would be happy to adjust the window when we replace the sashWe just need the customer to return the call so we can schedule

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, statements and lack of communication from all parties and workers with this companyI rate Diamond Heads Windows a very poor company to do business withThere were many untruths by all parties, the trim was to have ordered at the time of original purchase in April (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 projectPlease advise him of my dissatisfaction with his job and professional handling of the project!

Complaint was not resolvedI’ve been trying to return phone calls to the company and have left messagesWe have just been paying phone tag

RE: Revdex.com complaint - [redacted] 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 [redacted] 's complaint We contracted with [redacted] on March 30, to replace windows that needed replacing as well as some sidingMr [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 egressThis was also explained by Steve P [redacted] , 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 [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 createdAt that point (July 20, 2013) Mr [redacted] 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 [redacted] $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 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 [redacted] 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, 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]

[redacted] ,I have left you numerous messages every dayI have sent you a refund check for the tax as you indicated, when I wasn't able to speak with youYou can call me any time ###-###-####As I have said previously I have been leaving messages for you each dayYou can also email me, but I have sent you a refund as you requestedThankyou [redacted] Diamond Head Windows

As noted by the customer, we installed sliding doors and jalousie windows in her unitThe 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 agoThe 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 secureThis was a cosmetic item required by the HOA that is now installedBest, Mark M [redacted] Diamond Head Windows

I am rejecting this response because: Your last phone message said I was exaggerating in my complaint, which is not true, but you are exaggerating by saying you have been calling me everyday and leaving numerous messages. Yes, you have called and left few messages, but I have also called you back the following day(s), after you left messages, during your business hours, on both your company line and your personal line, but have not been able to get a hold of you either. I'm sorry I missed your calls when you have called, but I also have a job as a Nurse and am not able to answer my phone while I'm taking care of sick patients. As I have said, I have tried to call you too, during your business hours. On your first voice message left to me, you said that you would like to compensate me for the hassle that your company caused, but I guess that is not really the case. I did receive the check you sent, refunding me for the extra tax ($75) that I was charged, so thank you for that. Trying to resolve this via email would have worked better for me since we could never connect via phone. I would have emailed you, but you never gave me your email address. As I've said I have tried to email via the company website when I first complained but never got a response to that. Hence my complaint via the Revdex.com.I am glad that I at least got that back, but as a customer I am still NOT satisfied.

[redacted],I have left you numerous messages every day. I have sent you a refund check for the tax as you indicated, when I wasn't able to speak with you. You can call me any time ###-###-####. As I have said previously I have been leaving messages for you each day. You can also email me, but I have sent you a refund as you requested. Thankyou[redacted]Diamond Head Windows

Complaint was not resolved. I’ve been trying to return phone calls to the company and have left messages. We have just been paying phone tag.

[redacted],I have left you several messages to contact you and resolve this issue. could you please call me back. Thank you[redacted]Diamond Head Windows###-###-####

Review: Ordered windows, sliding doors, a security door, and a sliding security door from your Hawaii office from [redacted]. Was told it would take 6-8 weeks for order to come in. It took almost 6 months before the order finally came in. When ever I called, I was told by [redacted] twice that the order must have gotten mixed up. When the order finally arrived, it was incomplete. I was told my sliding security door was not ordered, but it should arrive in 2 weeks. A month later, I was told that the sliding security door was actually made by a local company but would not look good with what I have because it would have to have a separate track, so it wouldn't match with what was installed. Even though I was assured by [redacted] that his company had the sliding security screen door, which he previously had installed for another client and assured that installation would not be a problem and that it looked good with what I was getting. I settled for having the regular sliding screen door instead because the whole process took so long and I was frustrated. I had to call [redacted] twice before finally getting a refund for the sliding security door (I was charged before my order/installation was complete). The sliding security door was quoted at $1550, which I eventually got back, but they did not include my refund for the tax. I tried to email [redacted] and the main contact listed but never got a reply or my refund for the tax. I shouldn't have to pay tax on something that was never installed or even ordered. It is even stated per your Purchase Contract.Desired Settlement: I want the amount that I should have gotten including tax($75). I also want a partial refund/discount on the original estimate, less the sliding security door, for the time and hassle that I was caused.

Business

Response:

[redacted],I have left you several messages to contact you and resolve this issue. could you please call me back. Thank you[redacted]Diamond Head Windows###-###-####

Consumer

Response:

Complaint was not resolved. I’ve been trying to return phone calls to the company and have left messages. We have just been paying phone tag.

Business

Response:

[redacted],I have left you numerous messages every day. I have sent you a refund check for the tax as you indicated, when I wasn't able to speak with you. You can call me any time ###-###-####. As I have said previously I have been leaving messages for you each day. You can also email me, but I have sent you a refund as you requested. Thankyou[redacted]Diamond Head Windows

Consumer

Response:

I am rejecting this response because: Your last phone message said I was exaggerating in my complaint, which is not true, but you are exaggerating by saying you have been calling me everyday and leaving numerous messages. Yes, you have called and left few messages, but I have also called you back the following day(s), after you left messages, during your business hours, on both your company line and your personal line, but have not been able to get a hold of you either. I'm sorry I missed your calls when you have called, but I also have a job as a Nurse and am not able to answer my phone while I'm taking care of sick patients. As I have said, I have tried to call you too, during your business hours. On your first voice message left to me, you said that you would like to compensate me for the hassle that your company caused, but I guess that is not really the case. I did receive the check you sent, refunding me for the extra tax ($75) that I was charged, so thank you for that. Trying to resolve this via email would have worked better for me since we could never connect via phone. I would have emailed you, but you never gave me your email address. As I've said I have tried to email via the company website when I first complained but never got a response to that. Hence my complaint via the Revdex.com.I am glad that I at least got that back, but as a customer I am still NOT satisfied.

Review: A Diamond Head rep came to our door a few nights ago. I told him we were interested because we need some windows replaced. During the conversation he mentioned SMUD's programs related to window replacements. Last night, their Sales Manager came out to do the estimate. Through his quality presentation, he convinced me that I should replace all of my windows and that I would be able to afford it. Before he measured the windows I asked for a ball park estimate of the cost. He said it's typically about "$500 per hole." We have 26 windows, so I was thinking the estimate would come out around $13,000. After he measured everything, his estimate was over $19,000. In other words, his ball park was 50% off. They have an incentive that knocks $100 off each window, so that dropped the estimate to $16,600 -- still about 30% higher than his ball park. I asked him what that would cost to finance for 10 years and mentioned the SMUD program again. He gave a number of $311 per month. I knew immediately that something was off because that meant we would be paying almost $38,000 over ten years for a $16,600 loan. I asked him to confirm that this was through the SMUD program. He said yes. I expressed concern about the high monthly payment, he immediately offered a monthly payment of $240. Again, something was off because this just didn't match up with my understanding of how SMUD programs work. After he left, I ran the numbers through several on-line loan calculators. To get to a $311 payment on a $16,600 loan over 10 years would require an interest rate of 19%. SMUD's efficiency loans are 5.5%--producing a monthly payment of $180. Although I kept referencing SMUD, he never offered me numbers based on SMUD's program. Instead, offering me a program with an interest rate that is unconscionable and lying to me about what he was doing. I called him this morning to cancel the whole thing. He told me his numbers were based on a 7.95% rate. Again, he lied, that would mean a monthly payment of $200, not $311.Desired Settlement: I have no interest in a resolution with the company as I will not do business with them. Instead I want this to be available to other consumers so that they can understand this company's sales practices. I believe the company is violating California Civil Code section 1770 through deceptive and unfair business practices.The tragedy for his company is that he had me convinced to do more than I had originally planned, but through his unethical behavior, his company will not get my business.

Business

Response:

Diamond Head Windows offers free estimates. Mr. [redacted] set an appointment to get an estimate on a few of his windows. Our representive [redacted] went out to estimate his project.Mr. [redacted] wanted a ballpark figure without measuring to do all of them. We don't feel it is fair to hold us to a guess. That is why we measure everything and show our potential customers all the options that are available and what the cost of those options would be. . As far as the monthly payment, The amount would be calculated by the term of the loan. Mr [redacted] makes no mention of the term of the loan. He is just assuming it was 10 years. SMUD interest rate is set at 6.9%. There is no way to change that or for us as a SMUD approved contractor to alter the interest rate. I personally called Mr [redacted] and made a special trip out to recalculate my estimators numbers. (They were the exactly the same) I gave him an additional 10% discount for his trouble and a 10 year payment to the penny. He seemed content and thanked me for the clarification but said he was probably going to do his heating and air first.

After a few days I emailed Mr. [redacted] to see if he could remove his complant. His response was as follows

I'll think about it.

My review is for the Aiea, HI office. Just before Christmas 2014, [redacted] came out and wrote up our order. [redacted] came out and measured for the new windows & doors AND helped us modify the original order per our request. (Seven windows and two patio doors.) He also told us it would be 10-12 weeks before our windows would be ready to be installed. (Manufactured in Calif. and shipped to Honolulu.) We called a couple of times checking on the schedule and were assured everything was fine and on schedule. [redacted] called the first week of April 2015 to set an installation date. [redacted] and his two-man crew ([redacted] & [redacted]) showed up on time with all the windows & doors. We were told it would take two - three days to complete the installation (they finished in two days). The crew was very professional, conscientious, and considerate and cleaned up the job-site as they went and at the end of the job. We are now ready for [redacted] to come back and show us how to wash our new windows. Well done!!