Complaints

This profile includes complaints for Island Windows and Doors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Island Windows and Doors has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Island Windows and Doors

  131 Mokauea St Honolulu, HI 96819-3106

• 

  Island Windows and Doors

  751 Alewa Dr Honolulu, HI 96817-1584

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:11/07/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Paid for windows to be installed 5-16-2024. The company keeps giving the same excuse that they could not get it in the last order. They have said this a few times , but sit on our money and do nothing.

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Trade Media Hui, originally contacted ********************* and Island Windows & Doors on February 1, 2023. We locked into an agrement with them on ordering and installing two sets of storefront glass doors with panic bars on April 5. We scheduled an installation date with their installer, Manoli Builders, on September 25. They completed it within three days, however, the work was shoddy (frame gaps, harsh swings, paint smears, missing hardware, leaking oil). They returned October 3 to clean it up. Oil was still dripping afterwards and we still had missing handles and panic bars. We continued to call, text, and email Island Windows & Doors on a weekly basis to resolve the oil drip problem and check on the status of the missing hardware but either kept getting a no response or "we're waiting for the manufacturer" excuse. On December 28, both doors were flowing oil and we sent a video of the mess to Island Windows & Doors. By this time, the doors were slamming shut and employees and customers of our business were forced to enter and exit through the less problematic door. An Island ************* worker came the next day to drain the rest of the oil and ordered a closure cylinder replacement for us. They replaced it on January 17, 2024. They also finally installed the missing handles but notified us we would not be getting panic bars. Additionally, even after they had attempted to fix the doors, our doors are still shutting hard plus it does not line and lock up proprerly when closed and the frame casing falls apart. We again notified Island Windows & Doors about it. On February 2, **** agreed that he will order new doors and replace it free of charge. He mentioned it will take two months for it to come. As of May 9, 2024 and multiple texts and calls to Mana, he does not respond or claims he is waiting on the status from his supply department. We spent $16,178 on the doors and $5,864 on installation and are still waiting for brand new storefront doors that work properly.

• Initial Complaint

  Date:03/30/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  In February 2022 we purchased over 50 feet of custom windows for our enclosed lanai, 3 sliding doors and 3 matching screen doors for our lanai doorways from ************************ of Island Windows & Doors, at a cost of approximately $85,000 including installation. The invoice states specifically "LOCKING SCREEN DOORS (NOT KEYED) WITH CHARCOAL MESH." Upon installation, which was completed on December 24, 2022, we noted that the screen doors did not have locks. We informed the installer/subcontractor chosen by IWD that the screen doors had no locks, and he told us that he had already contacted ******************** to so inform him. When I called ******************** weeks later to see what he was doing to order the correct doors, he acknowledged to me that he had already been told about the screen doors by the installer and admitted he had done nothing. He assured me he would rectify the problem. He requested that I send him pictures of the installed screen doors. After sending him the requested photos, we did not hear from him despite his assurances and several more messages sent to him by us. At the first maintenance visit 3 months after installation, we again told ***'s **** ******* that our screen doors were not equipped with locks as required by the contract, and he indicated he would follow up with ********************. We have heard nothing from him. The unlatched screen doors are a danger to our pets as they are blown open by the wind. Despite ***'s continued assurances that they would comply with the contract, they have failed to do so.In addition, when our ceiling and windows leaked in March 2023 during a rainstorm we learned that the windows had not been caulked or sealed on the outside by the installers sent by IWD. We hired another contractor to caulk the outside of our windows for $3,100.

  Customer Answer

  Date: 04/18/2024

  Our last contact with IWD was on June 8, 2023 when ****** came to our home for maintenance and assured us our complaints would be passed on to IWD.

  On March 6, 2023 I called ******************* about the screen doors not having locks. He acknowledged that he knew from when the installer told him during installation months earlier but he forgot and he hadnt done anything. He said something about Fedexing something.  He asked me to send him pictures of the screen doors that had been installed. I did so on that date, March 6, 2023.

  Customer Answer

  Date: 04/18/2024

  The next contact with IWD after March 6, 2023 was on March 20, 2023 when I texted ******************* more pictures of the screen doors, showing still taped shut to remind him that we were waiting for his action to make this right.

  As previously stated our last meeting was on June 8, 2023.

  Customer Answer

  Date: 04/19/2024

  Im not sure my responses concerning last contents were received 

  Last contact was June 8, 2023 when we told IWD employee of our complaints and he assured us he would pass the word on to *******************.

  Before then I sent more photos of the screen doors on March 20, 2023 as a reminder that we hadnt heard anything from IWD

  I sent photos of the screen doors to IWD on March 6, 2023 at ********************* request. He said he would ***** something right.

  Business Response

  Date: 06/03/2024

  We can only apologize to the Ferms for how long it has taken to resolve this issue, and completely share in their frustration with the vendor, as we have been in contact with them repeatedly since March 2023 (when ****** was notified per ************). They are at the top of our warranty list and have been for a long time.
  Initially, the vendor said they would send the locking mechanism so that we could cut out the doors and insert them ourselves.  We pushed back on that, saying that the clients needed the doors they paid for and that it wasnt our job to fix their mistake.  In the several communications with them following that exchange, there have been limited to no responses. 
  We contacted the vendor again, today (Jun 3, 2024) and told them that we would no longer be buying any products from them until this screen door issue is resolved.  Our point of contact promised to call them directly himself and get the screen doors remade correctly. 
  We will continue to monitor the issue with our vendor and communicate with the Ferms directly on a weekly basis until this situation is resolved.  
  Regarding the caulking issue, the preferred (licensed,insured) contractor that we recommended to clients, if they didnt have their own contractor, was All Window Installations. Each client signs a contract with IWD for their products, and a separate contract with the contractor conducting the installation.  Whenever there is an installation issue, clients should always contact their contractor to have them rectify those issues before doing anything else.  Because of issues like those the Ferms faced with the installation, we have moved on from this contractor. 
  Again, we can only continue to work this issue until its final resolution, as we have done with any clients that have had issues in the past, and the Ferms have our deepest apologies for this massive inconvenience. We can better keep them informed of the status though and will do so more diligently going forward. 

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21508505
  
  I am rejecting this response because:

  Island Windows and Doors offers no solution.  IWD has not contacted us since we last reiterated our complaints to their employee who came to our home on June 8, 2023. Now IWD describes its impasse with the manufacturer over the noncompliant screen doors for the past year and a half, represents that it has just contacted the manufacturer in response to this complaint, proposes that we continue to wait with our masking tape securing our screen doors, and hope that IWD somehow resolves its dispute with the manufacturer.  Ridiculous! IWD's "standoff" with its manufacturer is not an excuse to breach this contract.

  The person who wrote ***'s response regarding the incomplete/negligent installation by ***'s subcontractor is not knowledgeable concerning our installation.  We never knew who "All Windows Installation," IWD's "preferred contractor was or is.  ******************** emailed us a half-page document with reference to "All Windows Installation" containing the installation charge along with ***'s contract, on IWD stationary, but nobody ever requested that this separate paper be signed and returned. **** and ******* measured the windows and doors shortly after ******************** measured the windows and doors, and before ******************** prepared the contracts and emailed them to us.  

  Were **** and ******* "All Windows Installation LLC"?  In any event, 10 months later, ******************** told us that **** was ***** and unavailable to install our windows and doors.  He eventually said that he was going to have Kainoa install our windows and doors.  That is, IWD hired ******.  ****** and his bother, ******, arrived with several men from IWD to deliver the products.  ******************** told us we were to pay ******, the installer, directly, but *** hired the installer.  When ******************** told us that **** was ****** there was never any discussion about us hiring an installer.  We expected IWD to be responsible.  We did not purchase these products so they could sit in a warehouse uninstalled.

  The installer hired by *** repeatedly reported back to ******************** concerning measurement discrepancies and the fact that the screen doors were blanks, i.e., no locking mechanisms were installed in the doors or provided separately.  The notion that we were even given the opportunity to employ ***'s "preferred contractor" is simply not the case.  As the general contractor who hired and controlled its installation subcontractor, IWD is responsible for the negligence and malfeasance of its subcontractor. 

  We continually receive email material from IWD promoting itself as a proud member of BBB and winning awards for it ethics and customer satisfaction.  We continue to share our opinions of ***'s business practices of apparently ignoring our concerns for the last year and a half and our thoughts regarding IWD's reputation, particularly our family, friends and house guests who wonder why we have to use masking tape to keep our screen doors closed.  

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

• Initial Complaint

  Date:03/10/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 had all our windows &our sliding patio door replaced by Island Windows & Doors (IWD) on May 18 2023 & during the installation performed by All Window Installations LLC License: CT ***** we noticed that there were punctures in only one of the window frames. When we asked if those were normal since they looked out of place they stated that they were weep holes (drain ****** ****** of it they also stated that if it was a problem, they would have to remove the *********** would be left without any window until something could be figured out. We left it in & emailed IWD on May 21 ************************************************** the frame of one of the windows. We have tested the ************ leak into the frame and the bottom of the window on the inside. ****** from *** came by to check on the installation after we had attempted to talk with a few other personnel from the company who stopped replying to ************** calls about our questions on June 16th 2023 & verbally stated that they were not normal holes. Since then we have attempted to reach out to see what could be done. no one has answered any other questions, emails, or phone calls concerning this since then. He informed us to reach out to *******************, but he has not answered any of our emails. ************************ was working with us through some phone calls last year & also informed us that he would chat with ************ Systems to see what can be done while he was visiting mainland, but ******* has not replied to our emails or phone calls since then. We also reached out to the Warranty provider (*******) who got us in touch with the manufacturer (************ Systems) ****** have also stopped answering our emails and concerns. Reference #: *********** or on our case ID: ***************** for the companies. I have sent a few emails with *************************, there has been no reply from the last email sent November 18th, 2023. Installation: $2,550. Windows and door cost: $6909.33. Window in question is 70x70

  Business Response

  Date: 03/13/2024

       ******, **************, for taking the time to leave your input and to provide feedback. We look at each of these as an opportunity to continue growing better as a company.  We know this has been a less than ideal situation for you, but like all of our other satisfied clients we will always work to resolve all issues for them.
       Not to ****** rehash how we arrived at this point, but All Windows Installations is a separate company from Island Windows &Doors.  They are one of our preferred contractors, but they should not be looked at as the final arbiters by any client when it comes to making decisions regarding the operability of the windows.  Any issues with the windows themselves should always be directed to the window provider, which would probably have alleviated many of the issues that both parties are dealing with today. 
       To be fair to the Rubles, IWD and Prime Windows has been attempting to deal with (not as successfully as we would have hoped) a fair amount of turnover in our/their ******************** over the past 8 mos.  Kawika is now our full-time warranty head and is the lead contact for all of these issues.  He works directly with our vendors to address any issues such as the ****** are dealing with.
       We are now working with the new Prime Windows rep. to replace the existing window.  Since there is water leakage to the inside of the home, it doesnt matter whether the holes are weepholes or not, this shouldnt be occurring.  This window and the installation will be at no charge to the client. 
       We apologize again to the Rubles for how long this has been an issue for them and we hope to have it rectified very soon! 

  Customer Answer

  Date: 03/16/2024

  My questions are concerning the nature of the businesses response. It is a great response with what would be a great solution, but they have stated hopeful things to us in the past with no updates and no replies. So, do I select to "Reject Business Response" since they have not actually physically done anything to produce a resolution, OR do I select "Accept Business Response" so that they know I'm ok with their PROPOSED solution and if need be I can open another case related to this when they don't follow-through with their PROPOSED solution? Thank you for your time and assistance on this. I can't believe this is what it took for them to respond  to us at all AND to provide a solution of replacement especially at no cost to us. I hope this goes the way they stated. 

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21411362
  
  I am rejecting this response because: even though there is a response from the business (IWD) that states they are working with new representative for Prime Windows to replace the existing window, we have not been given any updates to a timeline or course of action. We have been told in the past that there would be progress or hopeful solutions with no updates or any progress by IWD and Prime Windows. I understand there there is a hope to have it rectified very soon and I appreciate the response as well as the statement that the replacement window and the installation will be at no charge to me, but overall I am rejecting this response due to a lack of set deadlines in the process or even estimates in the process.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/10/2024

  Type:Delivery 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.

  Windows promised December 1, 2023.January 8, 2024 - they cant find the windows. New promise date .February 15, 2024

  Business Response

  Date: 03/13/2024

  Enclosed:  ********************* email 11/16/23

       I have enclosed the email that I responded to **************** with after he left a review on **** complaining about how long it was taking to receive his order.  As you can see in my reply, at the time of his complaint we hadnt even reached the 8-10 week threshold.

       Due to his complaint, we contacted our vendor and asked them to ship his 3 windows via a crate versus a container so that we could get it on-island faster for him.  This normally requires a an upcharge, which we waived for him to best meet his timeline. 

      The crate arrived Jan 8, 2024 and he was immediately notified.  Unfortunately, when the all the windows were removed from the crate, two of his three werent included, which he was immediately notified of.

       We also notified our vendor to remake the missing windows and reship them expeditiously.  Unfortunately, this caused a major delay for **************** because the whole production process had to start again another 8-10 week wait which is completely out of ***s control. 

       **************** windows are manifested to be on the container that just arrived today (3/12/24), and as soon as they are unloaded tomorrow he will be called to arrange delivery and installation.  Even this iteration of production has been within the 8-10 week window.

       **************** has been notified repeatedly by email, phone, and text about the production and shipping timeline, and has repeatedly ignored this information causing great frustration to himself and the *** team.  We understand that no one enjoys waiting as long as they have to, to receive their products and that extra delays are very frustrating.  Unfortunately, these delays are mostly outside of ***s scope of control. 

       Subject to any further questions, contact **** (**********************) for more information.

• Initial Complaint

  Date:10/11/2023

  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.

  We contracted with Island Windows and Doors around March of 2023 and installation occurred on July 13, 2023. Upon installation one of the windows is broken, they taped it however it still cracked and unsafe. There are 4 other windows of the 8 i purchased and paid for in full, that could not be installed because they were the wrong size. It was months later that they came back out some time in August to measure again. I called in September where they said 2-4 weeks and have not heard from them. I emailed, called their numbers, left voicemail and have not heard back. At this point i'd like a refund seeing how they are unresponsive and non-existent. It's like they took my money and ran.

  Business Response

  Date: 10/11/2023

  Island Windows & Doors takes on the full responsibility for the four (4) trapezoid windows that ************** is talking about being the wrong size.  Normally, we only order full windows with a vinyl frame, and all of the other measurements are done by the vendor.  This was a different case where ************** just needed the glass, and in the process of ordering the incorrect deductions were made and the glass arrived too big.  

  While the "correct" sizes were provided by the installer to IWD on the day of installation (7/13/23) for the replacement glass, because of the error made previously we wanted to go out with the installer to once again verify that we were ordering the correct sized pieces of glass.  Due to the contractors schedule, this caused the delay for the final measurement being taken in Aug, less than a month after installation. 

  In September (9/21), **** had spoken to ************** to inform her that IWD had reordered the glass.  We were just notified on Monday (10/9) from our vendor that the four (4) pieces of glass are ready to be picked up and shipped, so we should have them on island by the end of October.  This information was also relayed to ************** on 10/9.  

  Unfortunately, when shipping from the mainland, Island Windows & Doors does experience some broken products.  One of those was the glass that ************** mentioned.  Fortunately, all of our windows are double-paned glass and come with protective film on the exterior, so the likelihood of it being unsafe is very small. 

  We have reordered the entire glass panel with vinyl frame to make for an easier replacement for the Sugais.  Just like his original order, the delivery time is approximately **** weeks for the replacement sash.  We've ordered this as a rush order, so we anticipate receiving it by the end of October. 

  Like all of our clients, IWD will always work with our vendors and our clients to resolve all of their issues until they are satisifed with the final result.

  Subject to further questions, 

  ****

  Customer Answer

  Date: 10/13/2023

  I received an email from ************************ (***) who mentioned that they reordered the replacement and will take a long time. He also said the 4 windows are coming soon.

  I read ****'s response to you and it was way more detailed and should he have communicated that to us that will have gone a long way. **** is on all these emails so not sure why he did not respond sooner.

   

  Thank you!

• Initial Complaint

  Date:09/24/2023

  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.

  I purchased replacement windows from IWD on May 16, 2019. Prior to purchase, I received on May 15, 2019, a lifetime parts, labor and screen warranty (by email) from ************************ (one of the owners). On Oct 5, 2022, I notified ************************ and *******************, Owners, that there was damage to some screen frames that I wanted replaced since I had a lifetime screen warranty. On 12/21/22, ******************* agreed to replace screens. I have sent emails on 1/19/23, 2/24/23, 4/12/23, 5/16/23 and 7/21/23 asking when the would send someone to replace the 5 damaged screen frames (I had purchased 19 windows and 2 sliding doors from IWD). I have not received any replies to any emails since IWD agreed to replace the screens in Dec 2022. I would like IWD to honor their warranty and repair the damaged window screen frames.

  Business Response

  Date: 10/11/2023

  Attached is the *** Quality Windows Transferrable Lifetime Warranty, which IWD is providing as a reference point.  These are the windows that ********** purchased and installed in 2019 and no where on this warranty does it address the issue of screens.  Because we understand that our island home has a much harsher climate than the mainland, we have often told our clients to contact us if they have any issues outside of the warranty timeline for their screens and hardware, and that we would assist them as best we can, much like in the email that ********** has attached regarding the "lifetime parts, labor, and screen warranty".  The part that he left out in his complaint is the portion where **** also states "as long as you maintain your windows the way we show you once your windows are installed or you can always have us do it and purchase our maintenance plan."  

  We are the only window company on Oahu that offers a Service & Maintenance program for our clients so that we can ensure that we catch any developing issues and get them fixed before they cause real problems.  This would include accidents with screens (e.g. an accidental tear in the screen, inadvertently bending the frame). Unfortunately, ********** declined to take advantage our this program.  

  I have also included a picture of one of the screens that ********** sent us with the "damage".  I had to zoom in 300% (see red circles) to identify the slight paint chipping issue.  This is not damage, this is normal wear and tear after 3+ years from living on an island, and wouldn't be covered under any vendor warranty either.  This wear and tear is normally the result of a lack of maintenace (i.e. washing the screens to keep the salt off).  

  ********** has also left out of his complaint the many times over the past three years where we have assisted to make sure he was satisfied with his purchase.  We have replaced sashes and hardware, and even gotten a refund from the manufacturer.  

  As we do not know whether ********** has been doing the required maintenance, and I'm sure he has no way to prove that he has, we would like to offer the following solution.  If ********** will take the 5 screens he has mentioned to ********************** in ******* (because we know it will be done correctly) to be redone, IWD will pay 50% of the cost after seeing the invoice.  If in the future ********** has any real damage that he needs assistance with, not just normal wear and tear, we will be glad to assist.  

  Subject to any further questions.

  ****

   

   

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20649757
  
  I am rejecting this response as follows:

  1.  ************** forgot to mention that in his Dec 21, 2022 email he had stated that IWD would replace the screens.  Furthermore, ************** makes reference that the warranty is good "as long as you maintain your windows the way we show you once your windows are installed".  IWD maintenance is to apply corrosion block on the stainless steel hardware (I watched them and I actually have been applying every 3 months).  IWD DID NOT apply corrosion block on the actual screen frames.  So while I am following IWD maintenance plan the way they showed me, I am not sure how the maintenance plan extends to the screen frame.  While I am following IWD corrosion maintenance plan, I have kept a log of when I applied the corrosion block, but I'm sure that ************** will not accept my log as "proof".
  

  2.  ************** makes reference to how IWD has many times over the past three years have replace sashes and hardware and gotten a refund from the manufacturer.  What he forgot to mention is that IWD (or the manufacturer) messed up my order and ordered the wrong angle casement windows (I ordered 90 degree rotation and what I got were 45 degrees and 60 degrees).  When IWD came to replace the hardware, the hardware DID NOT fit so the window hardware was NOT replaced.  After 2 years of communications with IWD, they did offer to replace the windows with another brand but I declined since the replacement windows would be without fins and my windows are with fins.  What I also didn't mention was that the screens provided with the windows were too tight and IWD had to pry out the screens.  At that time, they did not provide me with brand new screens, they just cut the old screen frames to make them fit.  The paint damage (and the one bent screen frame) occurred when IWD pried out the screens from the windows.  ************** alludes to lack of maintenance on my part of washing the screens, but it was during my screen washing that I found the damages on the screen frames.  As far as IWD getting a refund from the manufacturer, I did not receive any refund from IWD.

  3.  I did offer IWD numerous times to come and inspect the screens themselves, but they chose not to.
  

  4.  I DO NOT accept IWD offer to have me pay 50% of the cost to repair because I feel that they provided me with a IWD lifetime screen warranty, told me that they would repair my screens and now have gone back on their word.  I am willing to close out this complaint if IWD:

  a. provide me with the screen parts for the screens in question, I will fabricate the screens myself and agree that those screens would no longer be under their lifetime warranty.

  b.  IWD has to show me, as stated in their response to my complaint, how to maintain the screen and screen frames since they did not show me when I purchased the windows.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 03/13/2024

       I thought that the fact that *** had pointed out that the scrapes in the window screens are so minimal that they cant even be seen unless the picture is taken from a couple of inches away (well within the industry standard of 3) would have resolved this issue, but apparently not.
       As a gesture of goodwill, IWD will have Kawika (our warranty ***** head) contact ********** to have the screens remade this once just to have this issue resolved.
      Subject to any further questions, please contact **** *********************

  Customer Answer

  Date: 03/15/2024

   
  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.  Please have IWD contact me at ************** or ***************** to have the screens remade.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:08/15/2023

  Type:Delivery 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.

  I signed my purchase order and paid for my windows on May 1 & and gave a check to sales rep ****** on May 2, ************************************************************************* around June 27. Today as August 15 and I am still without my order. When I have attempted to contact ****, the owner he fails to contact me within a reasonable amount of time or responds with mediocre answers at best such as they missed the boat or were not shipped yet. I have attempted to visit the company, mail and call on multiple occasions with my concerns being swept under the rug and /or ignored. When I asked for a refund, I was told I cannot get one as the windows are "custom made" which is great, but I still DO NOT have them .What also concerns me is their lack of concern and empathy. I paid for my order with a check from my HELOC account in the amount if $6,187.64. A couple of weeks later, when I went t o check my HELOC account, there was over $18,000 missing. Upon further investigation, the account number and my signature from the check I wrote to Island Windows was some how scrubbed and duplicated and used to write other fraudulent checks. Island Windows and doors is the ONLY company I wrote a check to, so the fact that this happened and I still do not have my order is extremely concerning. All I want at this point is to get a full refund for my order.

  Business Response

  Date: 10/11/2023

  ************ is correct in stating that she purchased her windows on May 1, 2023, and we cashed her check on May 9, 2023.  

  Regarding the fraudulent HELOC acct. withdrawal that ************ dealt with, we are empathetic with her situation but we don't believe that this had anything to do with Island Windows & Doors.  We don't keep any electronic copies of our client's checks online, I'm the only one that handles the financials at IWD, and I keep strict controls of this information.  As I'm sure her bank has told her, there has been an upsurge in electronic financial fraud so this is a concern for everyone. 

  While it is our goal to have all window/door orders delivered in **** weeks from the date of ordering, this did not occur.  The date of the order was 5/25/23.  The delay from the date of signing until date of ordering is usually because it takes some time for the installer to get back to take their final measurements which is what we use to order the windows.  That would put us anywhere in the mid-Jul to mid-Aug. timeframe for a normal arrival.  We had anticipated her door/window arriving earlier (in June) since they were on the container manifest, but this was not the case.  She had been informed of when we anticipated her June arrival, and the failure of our vendor to have her window/door on the container.  

  ************ has contacted her salesman (Kawika) and our warehouse director (****) several times in June & July before I had gotten involved, because she didn't want to listen to the information that they were providing her - information that both myself and Mana (co-owner) were providing them.  I had called and left a message, and then responded to the email she sent me (see attached) explaining why we couldn't refund her money, which seemed more about the fraudulent activity than the windows themselves. 

  Just to explain the process a little, when IWD orders a window it goes into a que with our vendor that operates on a first come, first served basis.  If we order a window and another retailer has just ordered **** windows, our window goes into production afterwards.  This will obviously affect the **** week timeframe that is our normal.  IWD has no control over these production timelines, and are only informed of when a client's order is headed to Oahu when we are sent the container manifest (which is not always 100% correct).  At this time we notifiy our clients that their orders are inbound and will be here in approx. 2 weeks.  This is the information that had been relayed to ************ by ****** and **** in their earlier conversations.  And, as per the signed contract (see attached), it states that "All shipment dates are estimated as closely as possible but are subject to change due to various circumstances." 

  In this particular situation, our vendor had been bought out over the sumer and has been dealing with a lot of internal issues that has clearly impacted our ability to conduct business and certainly is not satisfying as a reason to our clients.  We completely sympathize with our clients and their situations, and as we have done over the past 5 years we will always work with our vendor and our clients to ensure that their projects are completed.  The turnover issues have been predominantly resolved, so we anticipate many of our backlogged client's issues to be resolved quickly! 

  Subject to any further questions.

  ****

   

   

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20472883
  
  I am rejecting this response because:

  ****- 
  While I appreciate that I have finally received some kind of response from you, I am disappointed that you, now publicly, are still unwilling to accept any responsibility for the situation at hand, and the failures on part of your company, Island Windows and Doors (IWD).
  
  Your response attempts to paint me as an unreasonable and irrational customer, which is not only hurtful, but runs completely contrary to reality. While your response, however futile, attempts to defend the failures of your company, I can assure you the poor business practices and standards you operate under speak volumes to current and prospective clients.
  
  I anticipated your response being one of deflection, which is why I preemptively took the liberty of contacting the third party mainland vendor with whom your company partners with for windows, Prime Windows. I did so on two different occasions; my first phone call to Prime Windows was placed on Monday, August 18, 2023. At that time, I was informed by Prime Windows that my order had not yet been placed by your company, Island Windows and Doors (IWD). Keep in mind, I signed my contract with IWD on May 1, 2023. IWD deposited funds I paid via a personal check on May 9, 2023 in the amount of $6,187.64, and I had window measurements taken for my unit on May 22, 2023. Learning this, I attempted to contact you, as well as other members of your leadership team, to discuss. Those attempts were in vain, as no one would answer my calls, or return any one of my many emails or voice messages.
  
  Today, October 13, 2023, I contacted, Prime Windows, once more. *****, whom I spoke with, informed me that they, Prime Windows, received my window order from your company, IWD, on September 19, 2023, which is approximately 4 months after I signed my contract with IWD. I was also informed that my order shipped out on October 6, 2023, which, all things considered, is a timeline that makes absolute sense based on when an order would be placed.
  
  You have now put in writing, on a public forum, no less, that IWD placed my order with the vendor (Prime Windows) on May 25, 2023, and that through no fault of IWD, experienced delays in receiving my order at the hands of Prime Windows, due the internal issues they were experiencing. The information I received from Prime Windows, however, does not support that assertion, and completely dismantles your argument. To place blame on another company with whom *** frequently partners - who holds no fault in the delay of my order - is despicable. That aside, I cant understand how any reputable company could, in good conscience, deposit a customers check before placing their order, which is what IWD did without hesitation.
  
  To make matters worse, I was contacted on, October 10, 2023, by, *******, the window installer IWD contracts with to perform window installation work. ******* informed me that due to him being in a horrific car accident, he is incapacitated, and will not be able to, within a reasonable timeframe, install my window unit. While Im empathetic to this gentlemans situation, it is consistent with the experience Ive endured thus far IWD.
  
  Island Windows and Doors, on numerous occasions, has proven they operate under dishonest, deflective, and financially irresponsible business practices. 
  
  ****, I dont want to continue arguing with you. I simply want to cut ties and give my hard-earned money to companies who are worthy of my business. Again, I want a full refund of monies paid. If you are unwilling to meet my request, I will move forward with civil litigation.
  
  Regards,
  
  ************************************

  
   

  Business Response

  Date: 03/13/2024

       To finalize this unfortunate situation, 3 days before ************** final BBB response, she had been notified that her windows were in transit and they did arrive at the end of October.  She again re-iterated in her reply email that she didnt want the windows and wanted a full refund.
       When any product is customized, as are all our windows, there shouldnt be an expectation that there will be a full refund as those products are not re-sellable nor can be used in a renovation effort as the sizes will not match.  This is why we kept trying to get ************** windows delivered and installed to her so that she would at least have what she ordered, regardless of her feelings in the matter.       
       IWD is currently in the process of donating ************** windows to Maui projects so that any new building efforts can at least benefit from these products.  If I could have resold them then I would have been able to refund ************ much sooner, but without being able to do so, we have had to save the funds over time to repay her.  Those funds are available now and we will be sending her a check this week.  Hopefully this puts an end to this issue with ************.    

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 20472883
  
  I am rejecting this response because:

  I will respond again once when I have a check in hand, AND it clears with my financial institution. Until then, Island Windows and Doors has proven time and again that they are not trustworthy, and operate under false, manipulative, and dishonest business practices. ****, you and your team should be ashamed of yourselves.

  This response from Island Windows and Doors once again has shown that they have not one ounce of integrity.  By refusing to be accountable for the situation, and only caring about how they can salvage their own reputation- now stating they will be donating my windows  to Maui to make themselves look like heroes- as opposed to doing the right thing, which would have been to resolve this matter months ago. Saying you need to save money to refund me is a despicable response to my request, especially knowing that my order was not even placed until 4 months after the signed invoice was completed.  

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

  Customer Answer

  Date: 04/04/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 
  
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  ____Mon. ____Tue. ____Wed ____ Thurs. ____ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  ____ Morning ____Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Regards,

  ************************************

• Initial Complaint

  Date:08/15/2023

  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.

  They ordered and installed windows that are too small and removed my existing functioning windows and disposed of them . Its been almost 6 months since I paid for the windows and theyre not here. There are over 6 inch gaps with rain and wind coming into my house.

  Business Response

  Date: 10/11/2023

  While Island Windows & Doors completely sympathizes with *********************************** situation, and have continued to work the issue so that her complaints are addressed, we just wanted to make sure that the timeline of events is completely understood.  

  ********************** originally ordered her 2nd batch of seven (7) windows on 3/20/23.  The windows were ordered on 4/11/23, after IWD received the final installer's measurements (All Window Installations) so that we made sure we ordered the correct window sizes based on his being the direct contractor doing the work.  Her windows arrived on a container on 6/19/23, and were delivered and installed @ 7/5/23, which fell well within our normal **** week estimate for our products to be delivered.

  Unfortunately, All Windows Installations had mismeasured two (2) of her windows.  Further excerbating the situation, they had also disposed of the existing windows that had fit before installing the mismeasured windows that left the ******* that ********************** mentioned.  Why All Windows Installations and ********************** did not determine an adequate solution to this problem while it was ongoing is an issue between her and them.  IWD is solely the window providers for our clients.  We are not contractors, and sub out all of our installations to licenesed/bonded contractors.  

  Immediately after finding out that All Windows Installations had installed the wrong-sized windows, we called the contractor to provide the correct measurements, and then sent our Re-order to our vendor.  Even though ********************** obviously wants her windows now, unfortunately we still have to wait **** weeks to get the new windows, just like her previous two orders.  

  Currently, her two windows are on a container headed to Oahu, and will be here before the end of Oct.  ********************** has been notified, and her windows will be delivered for installation at her earliest convenience.  

  Subject to any further questions.

  ****

  Customer Answer

  Date: 11/04/2023

  Response:

  Island Windows lied about ordering my windows 7/5/23. They tried to make me give them more money for additional windows or for painting my home and requested over $10k more with the goal that this would  cover the replacement window cost out of my pocket instead of theirs. They fail to take responsibility for their mistake. In their response they point all the blame at All Window Installations owned by ************************* and bad mouth him behind his back but they fail to admit that they REQUIRE you to use ******* for the final measurements before their company will place your window order. They chose to hire him for the final measurements, so they should take accountability too. Because I refused to give Island Windows and ******* more money on additional services to fund my replacement windows, they did not order the windows they claimed they did on 7/5/23. On 8/11/23 I reached out to them again and ****** in their sales **** claimed they put a rush on the windows because of the circumstances and **** claimed there was a delay because they could not get in contact with the manufacturer week after week. In actuality Not until the day after my BBB complaint 8/14/23 did Mana finally order my replacement windows which further delayed the situation and caused more damage to my home because of the rain and wind coming into my house. The manufacturer Prime Windows confirmed **** never reached out to them week after week like he claimed and sent me confirmation of when the windows were actually ordered on 8/15/23. I contacted my credit card company who encouraged me to hire legal counsel because Island Windows held my money without ordering the product I paid for (but stating in writing they did order and pay for the product) which is illegal. It is also illegal to false advertise like they do on their website claiming their lead time got faster -4 weeks They also did not correctly order my obscure glass for my bathroom and have not given me the product or a refund (this was ordered April 2023). Island Windows takes no accountability. They had 1 job and couldnt do it. 

  Business Response

  Date: 12/06/2023

  As mentioned in our previous response, Island Windows & Doors is completely sympathetic to Ms.********** situation, and we will continue to attempt to make things right with her order to her satisfaction. 
  
  ********************** doesnt understand the business model which we operate from and that has certainly caused her a lot of anguish and anger.  IWD could certainly have done more from that perspective to have explained things better to her to help alleviate her concerns and issues.
  
  To clarify some of her misunderstandings, we do not REQUIRE any of our clients to work with ******* at All Window Installations.  They can work with any contractor they desire to install our products.  IWD had worked with All Window Installations for years, so if a client doesnt already have a contractor, we refer his services to them to save them the time and effort of finding their own contractor.  He does not work for IWD,but runs his own licensed, bonded, and insured installation company.  This is why when she wrote a check for the installation it wasnt for Island Windows & Doors, but for All Window Installations.
  
  We rely solely on the contractors that we partner with for the final measurements because each has their own idiosyncratic methods for installation, which cannot be dictated by IWD.  Unfortunately for **********************, those measurements were incorrect, and we have been working to correct that for her since the initial installation.  Since my last response, her replacement windows have been delivered and installed, with no issues.
  
  We cannot, and do not, guarantee any delivery times for our products. What we explain in the sales process is that our typical or average delivery time is ** ** weeks, based upon what we are told by our manufacturer.  This average time changes based upon events outside of IWDs control, which is why we provide a range so that our clients understand that there is no fixed delivery date.  Once we are notified by our manufacturer that a clients windows have been loaded for shipping, we notify them that it will be approximately 2-3 weeks before the windows arrive so that we can begin coordinating delivery and installation. 
  
  To Ms. ********** current issue, the glass that we ordered for her window was correct.  The glass that was shipped was incorrect.  We have been in contact with ********************** to replace that glass, but she has now taken the position that she would rather have a refund.  The cost of the replacement glass is $80, so if ********************** is amenable to that I will write the check today.
  
  We have, and will always, work with our clients to resolve their window/door issues to their satisfaction.  We understand that not everything goes right in the manufacturing/shipping/installation process for our clients, many of which we have little to no control over. But they are our clients, and no matter how long it takes to correct every issue, we will do so.     

  Customer Answer

  Date: 12/08/2023

   
  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.
  

  to Island Windows: please send me the refund for the glass. 

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

• Initial Complaint

  Date:05/13/2023

  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 was looking to replace the windows in my condo unit. I entered into a contract with Island Windows & Doors. They claimed that they manufacturer required full payment to start producing the windows. On 10/7/2022 they sent me a receipt for the payment of $7,588.44 and stated that it would take 8 to 12 weeks for the windows to arrive. I still have no windows am out the money I paid to them. I have tired to email and call them and I get nor response. The phone number immediately goes to a message saying to leave a message.

  Business Response

  Date: 06/14/2023

  Everything that the client stated in the beginning, "I entered into a contract with Island Windows & Doors. They claimed that they manufacturer required full payment to start producing the windows. On 10/7/2022 they sent me a receipt for the payment of $7,588.44 and stated that it would take 8 to 12 weeks for the windows to arrive.", is correct.  He missed a significant detail which I will further explain. 

  When my sales associate is taking the measurements for windows, these are only for pricing purposes.  We still need to have the actual contractor take their measurements before we order the windows.  This is outlined to our clients verbally and by email, so they are expecting the contractor to call them and set up an appt. to take those measurements.  Unfortunately, the client did not respond to the contractor, to his salesman, or to one of IWD's owners who attempted to set up that appt. and get the final measurements.  We have regularly tried to reach him to do so over the past 8 mos.  I'm not sure who he attempted to reach, but doing the research into past emails/texts, none from him were discovered. 

  The good news is that the client finally did contact the IWD owner, the measuring appt. was scheduled on the spot with the contractor, and the measurements will be taken as he still wants to install the new windows.  As soon as we order the windows, he will be notified so that we can keep his project moving forward.  Our standard practice is to then notify the client when we are notified that the windows have shipped, so they'll know the timeline for delivery and installation before the windows arrive on island.  

  I believe that his situation has been resolved to his satisfaction.

   

  Customer Answer

  Date: 06/14/2023

  
  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,
  
  ****** *******

  Customer Answer

  Date: 07/12/2023

  I need to reopen the case. I thought that since the company finally contacted me and did the final measurements, that the issue was resolved. Now that they got what they want, they are ghosting me. They took my money and did not follow thru on the side.

   

  Sent from *************************** (*********************)

  Customer Answer

  Date: 08/28/2023

  The complaint has not been resolved, but is it is now out of my hands. We were is the process of selling the property so we told the buyer that the window was paid for and they need to contact the window contractor. The window company is was intentionally screening their calls and would would not respond to my calls and messages. The only responded when I filed the complaint. Even, then once they contacted me and they thought the complaint was closed, they started to avoid my calls and also my real estate agent's calls. They claimed the window was ordered but could never provide any proof that it was actually ordered.  I realized they were screening calls when they returned a "missed call" to another phone that I used to call them from within my office.  Also, when you look at the company's responses to the complaints, it is usually the customer's fault. I should have looked deeper for this is often the actions of a company that does not believe in customer service.  I would give this company a "F" for they were willing to take my money than avoid calls.  At one point, I thought the company had gone out of business.

  
  

  Regards,

  ***************************