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:09/16/2024

  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.

  6/25/24 signed with Window World of Oahu and received a docusign document to the amount of $25,297.71 (No invoice for goods I purchased). Total final cost: $28,749.97. Over 2 days (sept. 5 & 6) the company was to install 14 casement windows and two single hung windows. The installation date for a late add-on of a sliding window in living room has not been scheduled yet. 9-5-24 workers damaged 5 window frames while removing my security bars and other problems with workmanship and window defects. 9-6-24 when I asked the ******* why screens don't fit and window crank transport is not smooth but has severe grinding, he said window too big for opening and they forced it in, informed ***** will call me later. My Pella casement window turns effortlessly compared to theirs. 9-11-24 When ***** neglected to call me, I called *** and then ***** called regarding his ********* bid to replace 3 or more defective windows, and he said he wasn't assessing it until 9-23-24. ***** recommended a trim be installed to fix the "butcher job" they did to remove the security bars on 5 windows. Regarding the installation of the trim, I want the hole in the header patched with wood not caulk. The window headers have exposed holes where the notch is for the center post. After hearing that ***** was abandoning this job until 9-23-24, it is uncertain how they plan on resolving all the problems. I worry the damaged wood frame that needs repair will be exposed to the rain. Id like to know if there's a charge for it. A window replacement would take at least 4-6 weeks to get the product here. Why can't ***** come right away to assess the problems so replacements can be ordered as soon as possible? The air conditioner fell out and hit the concrete and nearly hit me and grazed my arm. A crack in the walkway may develop as a result. The security bars were handled much the same way with no one holding while he cut into the window frame. The cut lag bolts left inside the wood can rust.

  

  Business Response

  Date: 09/29/2024

  Aloha *****, thank you for taking the time to help us understand the issues with your project. We are committed to work with you to make sure you are 100% happy with all aspects of your project and address all issues you have mentioned.  Please expect a call from ***** this week so we can work towards a resolution. We look forward to working with you to turn this into a positive experience. Mahalo for the openness for allow us to resolve your concerns.

  Customer Answer

  Date: 10/02/2024

   
  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, as long as full replacement of windows are done as requested and the new windows have 1/4 spacing around the windows to allow for expansion and contraction of the house.
  
  Sincerely,
  
  ***** *********

  Customer Answer

  Date: 01/22/2025

  I wanted to attach a statement to the complaint to express my gratitude of how pleased I am with the end result. The owner went out of his way to make sure we were happy. Not all companies will do that.