Complaints

The complaint text that is displayed might not represent all complaints filed with 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.

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/7/21-worked with *************************** (General Mgr) to replace all windows & upstairs sliding door. Estimate given & we visited showroom on 7/9/21. Received Purchase Agreement #**** on same day. On 7/15/21 received email from ***** that he was sending agreement with ********* needed to sign copy. Purchase agreement for $23,799.99. On 7/26/21 received email from ***** that the permit guy had the drawings & will get update that we requested in the morning. (0ur association requires a permit from the ********* worked with ***** to get permit). 7/27/21 received email from ***** that corrections on contract made & permit is on the works. Due to the slow permitting process I did not receive any communication from *****. On January 7, 2022 I tried to contact ***** & was told he longer worked at Diamond Head Window. ***************************** from DHW emailed an updated invoice including building permit- $2500. Total - $26,364.91. On 1/7/22 we were charged a deposit of $8000. ****** sent an email on 1/7/22 that she sent information to permit processor so that they can start on the permit process (due to the fact that I received no communication from DHW, I was under the assumption that they were working on permit process). 1/18/23 received email from ****** that she contacted permit *************** should have a permit fairly soon. (A2022-03-1533) I constantly called ****** up to 2/20/24, with no response most of the time. 2/27/24 I called DHW because ****** was not answering my calls. *************************** (Installation Mgr) called to say that ****** no longer worked there. ****** sent an email on 2/27/24 & said that our windows would be installed on 3/13/24 to 3/15/24. On 3/12 ****** emailed to say they did not have the permit and installation was cancelled. She referred me to ************************* (General Manager). I call constantly & sent a couple emails. No response. I told him I would like a refund & cancel contract. No communication from them. I have no idea what is happening.

  Business Response

  Date: 09/24/2024

  Aloha BBB,
  
  This complaint by Mr. ******** has been worked out with him.  The issue that we came to find out was the the *** had incorrectly commercially zoned the customer's property so our team went back and forth with the *** to get them to finally approve a permit for his residential permit.   The company was able to obtain the permit and complete the installation.  We have received payment from the customer as well. At the time of installation there was one window with the incorrect style of glass.  That glass has been reordered from the factory and is scheduled to arrive on 10/24.  

  Customer Answer

  Date: 09/27/2024

   
  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

  Date:02/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were told it would take 10 weeks to get our windows. When we called to ask about them, the manager said the Salesman "told us the wrong timeframe". About 6 months later we receive them. One was the wrong size. They tried to cut it down several weeks later and came back to install it. It cracked while being installed. We were told they were ordering another one. Two to three months later, we called asking where the window was.............. They never ordered it. Another two months later we finally received the window. Three wasted days of my husband taking off work due to bad business!! We were told they have been in business for many years but when we went to make a compliant, we were told it under new management and they were not responsible. The current new manager would not even work with us to give us a discount!! The $1,000 is being paid today but we would like a discount. The invoice was dated 02/15 but we never even received it via mail. My husband received it via email yesterday.POnumber: 838 Diamond Head *********************************************** 99-*****************************************************

  Business Response

  Date: 09/24/2024

  Aloha, this job was completed.  I have attached their installation checklist that was signed by the customer on 7/5/22.  The customer refused to pay per the terms of the purchase agreement.  Our terms are specific that installation dates are not guaranteed. We communicated with the customer as you can see from their attachment to pay the $1000 due.  They would not pay so we had no choice but to turn the account over to collections.  

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 21336909
  
  I am rejecting this response because:

  1.  The salesman lied (the office staff admitted we were told false information for their salesman) in the beginning about when the installation was going to happen.

  2.  Months later we received the windows. One of them they ordered the wrong size window.
  

  3. They tried making the window smaller and came back again to try and install it.  It was still the wrong size and the window cracked. (My husband had to take off another day of work - waiting for them)

  4.  We called wondering when we were going to get the new replacement window. They forgot to order it. They claimed it slips through the cracks because of COVID and changing to new management.

  5. A few months later they brought and installed the window. (Another day my husband had to take off work).

  6.  We asked if we could get a discount since it took like a year to get a few windows, and the "new" manager was rude. He said it wasn't his responsibility due to it changing hands of management. My husband and I disagree. Whether the business was under new management, they still need to provide warranty and satisfaction to customers.

  7. We paid the final $1,000 but we still think we should receive money back!!!! Horrible Experience all the Way Around!!!  Bad Business!!!
  

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

  Business Response

  Date: 09/26/2024

  The terms of the purchase agreement do state clearly that installation dates are not guaranteed.  We understand the that this has caused frustration for the customer.  We did complete the work per the contract.  We would like to offer $250 in good faith back to the customer for the frustration and settle the matter.

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I worked with DIAMOND HEAD WINDOWS to re-window my entire home in September 2021. I obtained my association approval to change windows and signed the purchase contract on October 6,2021. A 50% deposit was made at that time via Credit Card. The contract allowed for 6 months for manufacturing and installation. I started calling and reaching out to the company in March 2022. "*****" told me that the windows have been on property for a while but no order of a screen door and a window was damaged. He would check and follow up with me. A few more calls were made and voice messages left. There was not a response from Diamond Head window. I reached out to my sales person again, *************************** who advised me that the security screen door was not on the original order. Confused but frustrated, I asked him to send me a quote so we can install what I had requested. This was ordered in March 2021. I followed up with Diamond Head Windows in April of 2022, May of 2022, June of 2022 and July 2022. Finally, the General Manager ************************* reached out to me in August 2022 and installation was scheduled. Upon installation, two windows were not as ordered. They should have been opaque and installed in the bathrooms. One window was clear, and the other was faulty as the Argon glass in the window had dissipated. The installer "****" and his crew let me know he would install the incorrect windows and would go back to the shop to be sure and order replacements as well as notate areas of concern I had. Payment in full was required. I paid the remaining balance and the invoice or $34,825.11 was paid in full. Since August of 2022 I have been calling Diamond Head Window to check on the replacement windows and punch list items. A gentleman came out to work on the punch list items and replace the wrong windows. He was unable to replace them as the "shop gave him the same windows that the installers had in August. I called the Diamond Head windows and spoke with the installation ***** The glass would be here by Sept. 9 He said. This was confirmed in an email as well from the General Manager. Another installer came to my home once again with the same wrong windows. I also noticed that he put in the original window that was broken. When brought to his attentions, he tried to tell me it was just dirty. I explained to him that the other gentlemen that came on to our property to do the punch list earlier, schooled us on what to look for if the window becomes defective. I politely told him that the window he installed was the very one that was shown to me as defective. Caught in the lie, he let know that he will inform the office. It is now August 2023 and the bathroom glass is still clear and the defective glass is still installed. The frames that my windows are sitting on are "bowing" due to the weight of the windows and a couple of the sliders do not slide correctly. I am unable to get anyone from this company to respond and fix their issues from the original installation or the new issues I am having.

  Business Response

  Date: 09/08/2023

  This job was serviced 8/28

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20534741
  
  I am rejecting this response because:  **** had came out to install the correct 2 windows and I showed him the windows in the home that are warped and "bowing".  He was to go back to the shop and let the service manager know that there are 3 windows that need to be completely replaced as "defective" and 7 that need to be looked at to see if it can be adjusted or needs to be replaced as well.  

  **** said he would have someone call me.  I have not heard anything from Diamond Head Windows since he was her on 8/31/2023.

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

  Business Response

  Date: 09/24/2024

  This job has been completed.  We sent our installer *** W back to Ms. ********** residence and he was able to address all issues.  This was completed on 4/18/24.

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We originally purchased windows and a sliding door from Diamond Head Windows in 2018. I late August 2021, I notified our sales rep ***** who was also helping us with additional windows for our extension, that the pane on one of the originally installed windows had cracked. He reminded me about the lifetime warranty and glass breakage coverage.On 9/31/2021 I emailed **** with information about the cracked window pane. Later that **************** responded and said he put in a request for the glass breakage. I was told they were experiencing supply chain delays - which was totally understandable.Sent an email to **** on 10/5/2021 about our new window order and replacement pane. On 10/8/2021 **** responded and said he was off island so to please contact the office. After calling the office with no response, I sent an email to **** on 12/8/2021 to let him know that I was not receiving updates regarding the replacement window pane.On/around 12/27/2021 I reached General Manager, ************************* and explained the situation to him. He shared that he was not aware of the replacement pane order but would follow up. I followed the call with an email to Kelii, including information about the replacement window pane. Later that day ***** followed up and said he would make sure the order is in.To date, I've had several back and forth emails with ***** (through 2/2022) but there has been no resolution. I've left messages with the receptionist to no avail. Spoke with **** in 9/2022 and shared my frustration. He followed up and left me a message on 9/21/2022 to say that they believe my replacement window was received on 9/16. Once unloaded and confirmed I would hear back from ******** their installation manager. Not having heard back from them that week, I called and have since left 3 messages for ******* to call me , with the most recent being today, 10/18/2022.

  Business Response

  Date: 10/31/2022

  This is a manufacturers glass breakage warranty not a Diamond Head Windows warranty.  We have submitted 2 requests for replacement glass.  One in September 2021 and again in February 2022. To date we have not received the warranty replacement glass. This has become a common problem with this manufacturer. They were bought out by another company and closed the plant in ********** we were receiving our orders. We are no longer a dealer for this company as of June 2021. We are also a third party to the warranty. This means they do not respond to our requests for warranty products. Customers are requested to go online to Amerimax windows.com for service. 
  we apologize for any calls not returned but our records clearly state that we will contact the customer when we receive or hear anything from the manufacturer  

  As a courtesy to ********************, we told him we would reorder the glass from another manufacturer. On 10/21 our representative spoke with ******************** and explained in detail the situation and that we have reordered the glass for him. We asked him to remove the complaint as it should be directed to Amerimax not Diamond Head Windows.

  mahalo,

  ****