Windows Hawaii a Division of Northwest Exteriors
reviews and complaints

I had windows installed in 2015, but soon after, some of them started showing signs of frosting, indicating leakage between the glass panes. In October , I contacted the company to report the issue and was informed that the windows had a lifetime warranty. They assured me that someone would come to inspect the problem. On October 15, John L (Service Manager) came and inspected the windows. He confirmed that the frosting was caused by defective window seals and assured me that he would order replacements for the frosted windows. However, there would be a lead time of 4-6 weeks for the replacements to arrive. Out of the total windows affected, there were 6 double-hung windows and 2 single sliders. Each window has two separate obscure panels with a bamboo pattern, but not all of the panels are frosted.

On February 22, I called to check on the progress, but unfortunately, I didn't receive a response. However, John L came by the next day to take pictures of the frosted windows as evidence to send to the manufacturer. I followed up with another call on April 30, and then again on May 26. Madison informed me that they were still working on resolving the issue. However, due to not all panels being frosted, the manufacturer is reluctant to replace all the matching panels. As of now, the issue remains unresolved.

I placed a special order for 13 windows from Windows Hawaii on October 29, and provided a down payment of over $9,000. However, only eight windows were delivered for installation. The scheduled install dates were April 24 and 25, and *** was the lead or *** for this project. Unfortunately, the contractor arrived without the correct materials. My window color is adobe, but the caulking or sealant used for the windows was white instead of a similar color. On April 25th, *** the *** caulked the exterior of the windows with white caulking, and the quality of the work was extremely poor. It looked like something a two-year-old would do, with visible gaps between the caulking and the window in some areas. Additionally, the proper ladders were not used, and the contractor did not tape off the window interior or frame, resulting in white caulking being smeared on the *** window frame. Unfortunately, I only noticed these unprofessional mistakes after he had already received a check for $2,300. Furthermore, two window screens were broken by the contractors, and they were taken back to the shop for resizing or repair, but no one seems to have any information about them. The installation of the remaining windows was rescheduled for May 13th and 14th, 2022. However, I specifically informed *** that I did not want *** to return to my property. She explained that they did not have the proper sealant/caulking for the windows, which was the reason for the poor job done previously. A second group of installers was sent on April 14, 2022, with the windows delivered on April 13th. Their task was to correct the mistakes made by ***. However, as of June 1st, 2022, my windows have not been fixed, and the second installation has not been completed. They have inconvenienced me multiple times by scheduling appointments for the work to be completed and then not showing up. I simply want the job to be finished, and if they are unable or unwilling to do so, they need to communicate that to me. I have tried reaching out to *** once and left a message on his voicemail, but I have not received a response.