Windows Hawaii a Division of Northwest Exteriors

Complaint: [redacted] I am rejecting this response because:Actually, we have records of ALL communication and the company did NOT keep in contact with us regarding the progress Even when you communicated, it was last minute, for example, one hour before work was to commence that day when we had already taken the day off of work so we could be here for the installation This happened more than once That is not efficient, professional, or timely communication We had to make all of the initial contacts in regards to communication to check on the status of the door and installation However, you are NOT addressing or taking any responsibility for our MAIN concern of our complaint, which is your breach of contract I apologize, but in my former message I said work did not commence until days after the inspection (5/13), but I meant it did not commence until days AFTER the signed contract date of 12-weeks The contract states that work must commence within days of the signed contract or the business is out of compliance with their license Work did not commence until days AFTER the weeks on our signed contract, which means the company broke their contract This project wasted months of our time AND we lost work wages due to last minute cancellations of YOUR confirmed appointments In a perfect world or if we were to take legal action, we would be compensated for our time and loss of wages because the contract timeline was broken and also because of the lack of communication and knowledge in regards to door installation The contract is in black and white, yet you fail to take responsibility for breaking a legal contract Even if we are refunded for the cost of the door and installation, it does not compensate for the time and salary wages lost in this process Sincerely, [redacted]

I understand the customer's frustration through out the process, in construction there are always unforeseen circumstances that we deal with as they come and we find solutions, it takes the customers as well as the contractors willingness to compromise in order to come out with the best solution for the problem at hand.Windows Hawaii did all there was possible to complete the projectWe take responsibility for the miscommunication and the time lost on both sidesI assure you that as much as we tried, unfortunately, all our solutions were not acceptable at the time they were offered.To put it all in perspective, there is no 100% way to now there were pipes in that wall even though a bathroom sits directly on topIn construction there always deviations to the best laid out planThe best way to find out what is inside those walls is to open iteven if we had the mechanical drawing available, the possibility exists that the pipes could have not been laid out as outlinedYes, it might have given us the idea that the pipes were there but we would not have been 100% certain that they were until the wall was opened Remember we are expanding the original 6' opening to fit an 8' sliding door with a PET door Once the project started and the first pipe was discovered, we came up with a plan to reroute the pipe and we contacted a plumber to see the feasibility of it being accomplished At that point we brought the solution to the customer to which they replied that they did not want the pipes rerouted, we then came up with a different plan and it was that we were going to move the door in the opposite side and we would be able to expand the original opening, again another pipe was found and again customer did not want to reroute those pipes eitherAt that point we looked into installing a regular 6' door without a PET door which we had available and could have installed it right away but unfortunately customer again did not accept our NEW 6' door because it did not have a PET doorThen we offered to order a new 6' door w' PET door and customer again said they did not want to wait any longerIt was at that point that it was decided to close everything up and the project came to a complete stopWindows Hawaii then proceeded to schedule the close up of the walls and to this date that has been completed.We completely understand the customer's point of view and we understand all has been cleared to where we made this customer whole

The manufacturer sent the wrong glass, we have reordered and are waiting for its arrival

Contact Name and Title: [redacted] Contact Phone: [redacted] ***: Contact Email: [redacted] We have been in contact with her windows manufacturer from the start of her complaintThe manufacturer is located in mainland, there is a process we have to follow and we have done everything in our power to expedite itI have been waiting on a response from them and I have finally been notified the parts should be here in the next weeks We are on an island and normally it takes us anywhere between to weeks to get their parts once they communicate to us they have them ready to shipThese parts have been on order for more than a month with NO response from PLY GEM (window manufacturer)I will personally see that this issue gets taken care of as soon as we get parts on handI have tried contacting customers on numerous occasions to update her on status with no luck, response on voice mail says MAIL BOX FULL call back later

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is I guess the only way to end all of this. WE actually contacted a plumber and contractor...NOT Windows Hawaii. We decided to NOT move the pipes because the contractors said it would compromise the foundation of our home. I'm pretty sure compromising the foundation of our home would not be the best option. It was also going to cost a LOT of extra money when we had already wasted a lot of time and money. Yes, the company offered to install a regular 6' door without a pet door, but the entire reason why we started this process was because it was promised they could install a custom 8' door with a pet door. It's amazing what a salesman and project manager can do to influence your decision and yet not follow through. The custom 8' door with a pet door is what was sold to us and that's what we wanted, which is why we went through with signing a contract. Otherwise why would we have signed a contract? Why would we want a door WITHOUT a pet door? That was the whole purpose and the salesman and project manager kept telling us it was totally possible for the entire time we were waiting around for the door. We rejected the offer to order a new custom 6' door with a pet door because why would we want to wait ANOTHER two months after we already waited over 6 months for this entire process in the first place? With all of the last minute rescheduling and lack of efficient communication for the past six months, why would we want to still work with the company and order another door? Why would we want to put ourselves through that AGAIN? This is the reason why we decided to just say "forget it" and move on. We didn't want to deal with the possibility of multiple rescheduling to install yet ANOTHER door and lack of communication that we went through for the past six months. Why would we want to work with a company that broke their contract? That is the reason why we made the choices we did. The company totally back-pedaled after realizing that they messed up. This conversation will NEVER end at this point unless we once again rise above all of this craziness and just stop it ourselves. We were SO PATIENT throughout the ENTIRE PROCESS and ALWAYS gave the company the benefit of the doubt. We could've complained SO much earlier in the process, but we decided to give the company a chance. That's the last time we'll EVER do that because it's obvious that the company just took advantage of our patience and understanding and will never take full responsibility for their actions or admit that they did anything wrong throughout the process. Sincerely, [redacted]

Complaint: ***
I am rejecting this response because:We have verified documentation that the installation was NOT done in the time frame noted on the signed contract We have specific notes that we sent to the DCCA regarding all of the inconsistencies with their communication and their timeline, which made them fall OUTSIDE of the contractual timeline We have all of our email conversations documented as well as phone calls and text messages documented to prove that they broke their contract We contacted several contractors who stated that when the initial inspection was completed, it should have been known that there were pipes in the walls due to our bedroom and bathroom placements upstairs and therefore, Windows Hawaii should NOT have proceeded with the installation When they did the initial removal of the siding it was already days AFTER the initial inspection Their contract stated that they would be breaking their construction license if they did not start within days Therefore, they broke their contract In regards to the flooring, our flooring contractor said that he would NOT be able to complete the flooring until the door was installed Windows Hawaii is NOT our flooring contractor and does not do flooring Therefore, we relied on what our actual flooring contractor stated to us in regards to how we would have to wait to install the sliding door first to finish the floors Yes, Windows Hawaii has someone working on our siding now, however, the person working on the siding could not start yesterday because he told us he was not given any information about the job, had to get different supplies, and had to come back today He also said the job would take at least another two days because they took of siding on BOTH sides of our door We have wasted ALL of these months because of lack of knowledge, lack of communication, and breaking of the contract timeline Windows Hawaii said they would refund our money, however, we also lost money and time due to taking off various days of work when they said they could do the job, but never completed it or told us last minute they weren't coming They told us ONE HOUR before they are supposed to arrive that they are not coming How is that professional? How is that timely communication? How is that good business? We still have not heard back regarding our refund and were told we would be notified how we would receive our refund We haven't heard back yet
Sincerely,
*** ***

Installation was coordinated to take place within allotted timeThere were some issues that came up during the original installation which was out of our controlWe coordinated a different the solution and it was scheduled based on everyone's availabilityI had not responded to this complaint
before now as we had an installation scheduled for last Monday and at that time we encounter one more problem that was out of our control once againThe customers and our company has come up with the final solution which we hope would make them happy. In construction there are always issues that will arise and Windows Hawaii strives to please the customer every timeWe understand that sometimes what we set out to do is not possible and we will make it right. As the writing of this answer our installation crew is taking care of the walls that were opened to do the installation. As far as the flooring goes, we advised the customer as well as the contractor that they could finish their floor without having to wait for us to do the final installation. Please feel free to contact us if there are any other issues

(The consumer indicated he/she DID NOT accept the response from the business.)
Only one window replaced, wrong window size for master bedroom windowWindow needs to be reordered for correct size

Since the beggining our Production Manager as well as our sales representative communicated with *** and kept him informed of progressAt no point did he mention we were NOT doing everything under our control to make sure we did what we promisedAs of today we have done all we promised once it was determined that we were not going to be able to replace the doorWindows Hawaii did all possible to complete the project, sometines as it was in this case; there are unforseen circumstances that prevent us from doing what we were contracted to do in which case we come to an agreement to make both parties happy

Complaint: [redacted]
I am rejecting this response because:
The effort to resolve this problem is very much appreciated.  To assist in this effort, we found two companies that sell red[redacted] tongue and groove [redacted].  They are [redacted] and [redacted].  Since this subdivision and the surrounding ones have red[redacted] homes, this information may help bring completion to pending work.  We will refrain from accepting Windows Hawaii solution until the completion of all aspects of this project.Sincerely,
[redacted]

We understand our customers frustration during his installation, but at the same time I would like all our customers to understand that we live in an island and that it takes additional time to acquire replacement parts when needed. What happened in this case is something unexpected that is bound to...

happen when during our installation process we are in need to replace materials that are no longer manufactured. At that time the customer was informed we had to replace existing trim with closest material available. We have been in contact with customer every time we have gotten new developments. (Which was not as often as he would have hoped, we were not getting any updates from manufacturer). The main issues have been worked on from the beginning. We have been following up every 2 weeks with the door manufacturer and have gotten NO response but now we finally received confirmation from them that we are getting a NEW replacement door for him. We have informed him of this as well.As far as the trim, he understands that the material needed to replace the trim with the exact material is NO longer manufactured or procured anywhere. We suggested we would be on the look out for that material on different recyclable sites through out the island but in the mean time we had replaced it with SIMILAR material or as close match as possible as our contract stated.

Contact Name and Title: [redacted]
Contact Phone: [redacted]:
Contact Email: [redacted]
We have been in contact with her windows manufacturer from the start of her complaint. The manufacturer is located in mainland, there is a process we have to follow and we have done everything in our...

power to expedite it. I have been waiting on a response from them and I have finally been notified the parts should be here in the next 4 weeks.
We are on an island and normally it takes us anywhere between 6 to 8 weeks to get their parts once they communicate to us they have them ready to ship. These parts have been on order for more than a month with NO response from PLY GEM (window manufacturer). I will personally see that this issue gets taken care of as soon as we get parts on hand. I have tried contacting customers on numerous occasions to update her on status with no luck, response on voice mail says MAIL BOX FULL call back later.

Complaint: [redacted]
I am rejecting this response because:Actually, we have records of ALL communication and the company did NOT keep in contact with us regarding the progress.  Even when you communicated, it was last minute, for example, one hour before work was to commence that day when we had already taken the day off of work so we could be here for the installation.  This happened more than once.  That is not efficient, professional, or timely communication.  We had to make all of the initial contacts in regards to communication to check on the status of the door and installation.  However, you are NOT addressing or taking any responsibility for our MAIN concern of our complaint, which is your breach of contract.  I apologize, but in my former message I said work did not commence until 27 days after the inspection (5/13), but I meant it did not commence until 27 days AFTER the signed contract date of 12-14 weeks.  The contract states that work must commence within 20 days of the signed contract or the business is out of compliance with their license.  Work did not commence until 27 days AFTER the 14 weeks on our signed contract, which means the company broke their contract.  This project wasted 6 months of our time AND we lost work wages due to last minute cancellations of YOUR confirmed appointments.  In a perfect world or if we were to take legal action, we would be compensated for our time and loss of wages because the contract timeline was broken and also because of the lack of communication and knowledge in regards to door installation.  The contract is in black and white, yet you fail to take responsibility for breaking a legal contract.  Even if we are refunded for the cost of the door and installation, it does not compensate for the time and salary wages lost in this process.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is I guess the only way to end all of this.  WE actually contacted a plumber and contractor...NOT Windows Hawaii.  We decided to NOT move the pipes because the contractors said it would compromise the foundation of our home.  I'm pretty sure compromising the foundation of our home would not be the best option.  It was also going to cost a LOT of extra money when we had already wasted a lot of time and money.  Yes, the company offered to install a regular 6' door without a pet door, but the entire reason why we started this process was because it was promised they could install a custom 8' door with a pet door.  It's amazing what a salesman and project manager can do to influence your decision and yet not follow through.  The custom 8' door with a pet door is what was sold to us and that's what we wanted, which is why we went through with signing a contract.  Otherwise why would we have signed a contract?  Why would we want a door WITHOUT a pet door?  That was the whole purpose and the salesman and project manager kept telling us it was totally possible for the entire time we were waiting around for the door.  We rejected the offer to order a new custom 6' door with a pet door because why would we want to wait ANOTHER two months after we already waited over 6 months for this entire process in the first place?  With all of the last minute rescheduling and lack of efficient communication for the past six months, why would we want to still work with the company and order another door?  Why would we want to put ourselves through that AGAIN?  This is the reason why we decided to just say "forget it" and move on.  We didn't want to deal with the possibility of multiple rescheduling to install yet ANOTHER door and lack of communication that we went through for the past six months.  Why would we want to work with a company that broke their contract?  That is the reason why we made the choices we did.  The company totally back-pedaled after realizing that they messed up.  This conversation will NEVER end at this point unless we once again rise above all of this craziness and just stop it ourselves.  We were SO PATIENT throughout the ENTIRE PROCESS and ALWAYS gave the company the benefit of the doubt.  We could've complained SO much earlier in the process, but we decided to give the company a chance.  That's the last time we'll EVER do that because it's obvious that the company just took advantage of our patience and understanding and will never take full responsibility for their actions or admit that they did anything wrong throughout the process.
Sincerely,
[redacted]

The manufacturer sent the wrong glass, we have reordered and are waiting for its arrival.

I understand the customer's frustration through out the process, in construction there are always unforeseen circumstances that we deal with as they come and we find solutions, it takes the customers as well as the contractors willingness to compromise in order to come out with the best solution for the problem at hand.Windows Hawaii did all there was possible to complete the project. We take responsibility for the miscommunication and the time lost on both sides. I assure you that as much as we tried, unfortunately, all our solutions were not acceptable at the time they were offered.To put it all in perspective, there is no 100% way to now there were pipes in that wall even though a bathroom sits directly on top. In construction there always deviations to the best laid out plan. The best way to find out what is inside those walls is to open it. even if we had the mechanical drawing available, the possibility exists that the pipes could have not been laid out as outlined. Yes, it might have given us the idea that the pipes were there but we would not have been 100% certain that they were until the wall was opened.  Remember we are expanding the original 6' opening to fit an 8' sliding door with a PET door.   Once the project started and the first pipe was discovered, we came up with a plan to reroute the pipe and we contacted a plumber to see the feasibility of it being accomplished.  At that point we brought the solution to the customer to which they replied that they did not want the pipes rerouted, we then came up with a different plan and it was that we were going to move the door in the opposite side and we would be able to expand the original opening, again another pipe was found and again customer did not want to reroute those pipes either. At that point we looked into installing a regular 6' door without a PET door which we had available and could have installed it right away but unfortunately customer again did not accept our NEW 6' door because it did not have a PET door. Then we offered to order a new 6' door w' PET door and customer again said they did not want to wait any longer. It was at that point that it was decided to close everything up and the project came to a complete stop. Windows Hawaii then proceeded to schedule the close up of the walls and to this date that has been completed.We completely understand the customer's point of view and we understand all has been cleared to where we made this customer whole.