Gulf Coast Windows & Energy Products, Inc.

We apologize for the delay in acquiring the insulated glass for our vendor and the inconvenience this has caused to our valued customer, however we have recently received the ordered window part from our vendor and he have scheduled the service with our customer for Sept 9 before
12noon. We will confirm that our customer is satisfied after the service has been completed

We sincerely apologize for her inconvenienceThere was some miscommunication that has now been sorted out all complaint issues are scheduled to be completed on *** *** ***

The screen have been replaced on *** and all of the replacement parts including frames and sash were ordered the same day ***, The parts will be at GCW on *** and will be installed as soon as we we receive them.Once again GCW humbly apologizes for the inconvenience that has taken place and we assure you that we will make this right.I know it is not your problem but unfortunately GCW is at the mercy of the manufacturing facility, we are doing our absolute best to get these parts rushed.If there is anything that we can do in the mean to help satisfy you please let us know.*** ***

I wasn't aware that we were suppose to call *** on ***, only when the new window arrivedWe have been told it will be here on ***We will call as soon as it arrivesWe too want to resolve this situation and are working with the manufacturer to get it correctedIt is very frustrating for us as well that it has taken this long, regrettably most of this has been out of our controlPlease provide her with my name, *** *** and I can be reached at our office number

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response to not be satsifactory, but windows are repaired and new owner is happy

Mr [redacted]'s replacement parts are on order and we are expecting delivery near the end of January. Once we receive, we will contact customer and schedule service call to install replacement parts. Not sure why Mr [redacted] has expressed another concern with the Revdex.com  - - but there is no need for him to retrieve his written warranty at this point - - as we have already ordered the parts last week and have already agreed to take care of his service request in early February.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that since there is NO proposed action, nothing has been offered to resolve my complaint.  The problem is that their sales people told us that THEIR windows were superior and would block the band noise, which we discussed AT LENGTH. They said THEIR state of the art high quality double pane  - - argon gas filled - - - windows were superior to the “other guys’” products currently available and would be just what we needed to fix our sound issues. That is the ONLY reason we went with Gulf Coast Windows, because of the salesman’s lengthy description and demonstration of how superior their windows were and how VERY PLEASED we’d be with the end result.So we are VERY disappointed with the windows and still believe we were sold a “bill of goods” that was higher than the end result.Sincerely,[redacted]

Revdex.com:
While GCW states they called 3 times, our caller ID shows they called twice; none of the calls were prior to my follow-up complaint. A message was left by "[redacted]?" on [redacted] at 12:55 pm stating that the materials were in and they would like to come out and complete the job on [redacted]. A message was left by [redacted] on [redacted] at 4:18 pm requesting us to return his call. This call was not from the standard GCW phone number but did identify the caller as Gulf Coast Windows on the caller ID.  With the holiday's no one was available when GCW called. The calls were not ignored. I am not happy that [redacted] saw fit to put our unlisted phone number in his response. We respectfully request Revdex.com to not publish the number if a synopsis of this complaint is published on-line. Today ([redacted]) GCW [redacted] called on an unidentified line at 8:00 am. The repairs are now scheduled for [redacted], [redacted] between 8 and 8:30 am. I will be very excited to have this job finished. Hopefully this next visit does indeed finish the job. Mr. [redacted] did tell me of [redacted]'s passing. My sympathies for this loss. [redacted] was very conscientious. 
Regards,
[redacted] and [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
This issue is not closed. Gulf Coast windows still has one window to fix. Per the last entry by GCW, the window was supposed to be in on [redacted] and I was supposed to get a call. That did not happen. When I asked about having my cost re-evaluated in light of the holiday specials, the person who replied for GCW said I should call that person directly but didn't sign their name. I do very much appreciate that GCW is working to fix the problem but I am more than ready for it to be fixed.   How do I get a transcript of the complaint?   [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].   I understand Gulf Coast Windows question regarding why they are receiving a follow up inquiry at this point in time since the issue appears to be on track to a satisfactory resolution.   I updated my response back on December 29  due to the issues which arose that day during the phone conversation with the service department stating that I would not allow the service rep into my house on September 23 in order to make the measurements and therefore the replacement windows were not ordered to the correct size.  I would hope that Gulf Coast Windows could understand how frustrating that comment was at that point in December.  It appears that we are on track for a successful resolution.   Thank you.

I just got off the phone with the customer. We had ordered glass to replace the windows in question, but apparently the manufacturer sent the wrong size. We will be visiting the home again to fix the handles and confirm exact measurements for the windows in question.

Service is completed as of 11/06/15, and customer signed completion form.

Complaint ID [redacted]. We regret any inconvenience the [redacted]'s have experienced. However, as always, we stand behind all of products. Unfortunately we have had some challenges with the manufacture, which has been resolved. All service items are ready to be completed. We have called 3 times and no response. We are calling the number [redacted]. We will set an appointment to complete the service as soon as the customer contacts us. They can contact me directly at [redacted] and ask for [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  
Sent: Tuesday, October 13, 2015 6:31 AM To: drteam Subject: RE: You have a New Message from Revdex.com Regarding Complaint #[redacted] To Whom It May Concern,I am a software engineer.  In my world discrepancies are not close until a satisfactory resolution is achieved.  Gulf Coast Windows claims the window is ordered and on its way.  However, until such time as the window is successfully installed and meets with our satisfaction the discrepancy still exists, and has not been resolved.What is the need to claim such quick resolution without a full resolution being reached?  Gulf Coast Windows called yesterday to inform me the window is supposed to be in the week of 26 October 2015.  It should be installed sometime that week, or soon thereafter.Questions?Thanks,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me if they will in fact send a technician to replace this window. I would like to say that the business response is totally untrue. I have called them numerous times and I ALWAYS tell them that this window leaks and is fogged over. The tech that came here said he could do nothing to fix this problem because the window was manufactured incorrectly and needed to be replaced. I was told by Nikki that the window would arrive the 1st week in July. I have called at least 4x since then and I have not gotten a straight answer from anyone on the status of this repair. I first reported the leak to them on April 20. I am out of patience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  Gulf Coast is not taking responsibility for sending out inexperienced personnel although the advertise they do.  They held my deposit for a month doing nothing on the job.The are deceptive and unprofessional.Please leave this as an unresolved complaint so others may view my experience.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,Again I will make this very simple It is and has always been the HANDLE.   The handle that came in the door broke within a few weeks it was repaired a few times, and the handle assemble was replaced after the Factory Rep. came out to inspect the door. The handle broke a few more times and the last fix was silicone. and it also broke, and I am getting tired of you telling me he is no longer with the company. What about the woman that answers the phone when I told her that this repair was unacceptable and she also told me that " that was the fix". I have told you several times that unless you are now wanting to put different part them what came In the door, and different parts than you have already replaced I will not accept it. DO YOU HAVE DIFFERANT PART THAN WHAT CAME WITH THE DOOR?  if you can answer yes to this question I will accept your repair and I will be here to inspect the parts.
[redacted]

First, I apologize for putting their number in my response, I was simply trying to confirm that the number listed was correct. Secondly, the service is scheduled as was stated in their response and should deal with all issues. Finally, I will be happy to discuss an additional discount once all service has been completed to their satisfaction and request that the customer contact me directly to discuss this matter. We deeply regret the inconvenience and our only goal is to make them a happy customer.

We spoke with customer on 3/8/2016 and we had already ordered a new inside and outside handle set from the manufacture.The manufacture recommends that the screws for the handle be applied "by hand" only  - -  because a power drill will cause the screws to be stripped. We have...

instructed the service tech to be sure to hand tighten the screws when replacing the handle set.Service should be completed by March 31st.

We will refund all monies by week end. GM