Windows Hawaii; A Division of Northwest Exteriors, Inc.

Buyer beware - the sales people are great but the installers will make you wish you went elsewhere. I love the windows but this company has been a nightmare to get my problems resolved, it’s been over a month since my windows were installed and their corporate offices are still giving me the run around. The day before my window install was scheduled, they tried to call me to cancel it. I explained I own a small business that requires me to be there M-F and I had to have people on my team work extra so I could step away on a weekday, and if they wanted to reschedule that was fine but I couldn’t reschedule for another month or so due to staffing at my business. They decided to send a different crew out instead of delaying the job on their own volition. The people who did the install work were incredibly unprofessional, disrespectful and messy. One of the employees was yelling and swearing at the other employee, in front of me, while my neighbor’s young children are outside playing. So embarrassing. They broke my solar pathway lights doing the install, damaged so many plants in my front and back yard some of which were not even near the windows, didn’t caulk the windows all the way, left my siding hanging off of the house (I nailed it back in myself) and got my deck covered in caulking. They failed to repair obvious dry rot under the windows that I went over with both the sales person and the person who came to double check the measurements, both of whom assured me that the work crew would be sure to address anything like that. To make it worse, they failed to put this note about the dry rot on my work order, which I could see in the corporate notes regarding my complaint when they sent someone back to look at the damage. If you have dry rot you want them to deal with, get it in writing on the work order so they don’t gaslight you about it when they fail to do their job. I’ve never witnessed such disrespect and behavior from a work crew before. The one employee who was particularly aggressive intimidated me, I didn’t want him to turn on me as a small young woman home alone so I just watched in complete shock. After this experience, I emailed the salesperson who was apologetic and had the person who did the measurement check return to my house to see the work that was done. He took photos of the damage, we discussed the dry rot failure, he addressed the caulking, repaired my siding, and cleaned my deck. He reassured me corporate would do the right thing and address my damaged garden and broken solar path lights within a month. No one ever did, so I followed up with the salesperson. The COO called me once, left a voicemail and I’ve tried calling him back over 5 times over the course of 2 weeks. He is conveniently never available to take my call. Overall this is a complete failure to make a situation right and do right by your customers. If a customer is dissatisfied and dealing with damage that is literally costing them money out of their pocket, you should do the right thing and reimburse for the damages. I gave them a chance to make it better but their true colors are shining through.

No comments.

Really well. They knew what they were doing. Had everything they needed. Good people.

At the end the job came out great!! Just great teams work!! All lead the right direction as need. I recommend to anybody that’s looking for a great turnout Thank you!!

They were professional all the way through the process. Installers were ontime and performed well and kept the job site spotless.

they were very prompt on returning phone calls, the salesman and production design person or very knowledgeable of their product and very helpful and help me design the perfect awning for our location

Everything about the window replacement project with Northwest Exteriors went perfectly. Professional, worry-free, quality product, quality install, left no mess (believe me that is a big deal). Why can”t all contractors be like Northwest? Thanks HA!

Love my blinds

Did a great job.

Professional, polite and knowledgable, excellent work, everything on schedule and no delays. Fantastic all around from start to finish.

OVER PROMISE - UNDER DELIVER The salesman, Michael, was clearly a very well-trained sales person. He told us everything we wanted to hear. Raved about the product, the company, and even their fair/simple pricing method (# inches x # inches x flat amount = cost of window) He was confident that we would be calling them in the future for all of our other home improvement projects. While we had planned on waiting to review some similar options, he insisted that if we didn't sign the agreement that night, we likely wouldn't be able to take advantage of the incentives they had at that time. We initially agreed to do all of the front facing windows, and he said that if we completed the project within X number of months, we would be able to get the same rate to complete the house. Done. When it came time to the actual design of our windows, and style options, it was very rushed. When he was finished I suggested a change to the design on some of our larger windows, the sales person agreed that it would look good and made the modification to the order (we later heard on several occasions how this added a significant amount of cost to our project, apparently the pricing structure wasn't so simple as stated?). The day after our sales pitch, we decided that we should go ahead and do all of the windows at once, shouldn't be a big deal, right? We already saw what the complete house price was going to be, and had in our contract the amount that we would need to pay to finish the project when we decided. This is where things really started to get fishy. Several versions of the revised contract were sent over for signing that were incomplete. Large windows were now omitted, and when we asked Michael, he asked us to increase the amount of the project to cover these windows. We were prepared to walk away from Northwest at that time, so they agreed to add the missing windows to the project for the same initial project price. On the first day of install, we notified Michael that we were not satisfied that fixed and slider windows did not match on the exterior, looked terrible. Of the 8 windows facing the street, FOUR of them had a completely different style of window trim. Nobody ever called us from their home office and they completed the job. Upon completion, they asked for almost $2,000 more than was initially agreed upon, which we refused. After going back and forth and getting nowhere with Michael for several months (he actually told me that if he had our job to do over 100 times, they would do it the exact same way **POTENTIAL BUYERS BEWARE**, but if I wanted to replace the windows they would gladly SPLIT the cost to replace them) the situation was finally escalated to Tom, I assume the owner/manager. He too argued with us about what the definition of the word "match" was, arguing that all the windows were white and that is how they've been made all along. As it turns out, after a simple call to the window manufacturer, this was something that could

Very happy with the service and product

It went great! Very professional, on time and fast.

I am very please with this company and the patio overhead they built. It turned out better then I expected. The workmen were curtious, punctual, and finished the job on schedule. I would do business with them again in a heartbeat.

Great! The entire house was finished in 3 days. Everything was left extremely clean.

Very efficient, fast workers and made sure I was pleased with the results of the job, which I was. Very professional.

After going through different companies to get estimates this one was he more reasonable estimate the quality is good it looks fantastic the neighbors are Complementing me on the awning

Outstanding customer service and expert installation. Two man install team took their time and stayed on site for 11 hours completing my whole house (10 window) install. Windows are top-notch quality and are living up to the three hour presentation given by their former general manager. Would definitely recommend Anlin Del Mar windows and Northwest Exteriors to install them.

I was very happy with the sales rep and his demonstrations and the installers were respectful and professional.

Good work, very satisfied

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