Gulf Coast Windows & Energy Products, Inc.

We contacted the customer on Saturday, June 18th, to discuss the matter and determine the corrective action needed to resolve the (4) locks that were to be "keyed alike". We informed the customer that we will "direct pay" to have a local locksmith to rekey the locks. The...

customer accepted this solution and we also ordered some additional machine screws for the door handles.Additionally, after reviewing the customer's claims regarding the conduct of the crews, we are very concerned about the serious nature of these allegations. We have attached the customer's signed completion certificate that states "all the reps and staff at Gulf Coast Windows felt that the crew was very professional, accommodating and eager to please..."

Revdex.com:The new window is finally in. Thank you. We'll see if there is still a draft at that window. [redacted] came this morning before the bad weather and completed the job. [redacted] agreed to apply the Christmas sale price to the windows that had problems. I assume a refund will be mailed to us as we have been paying monthly to a credit account set up through a bank to cover the remaining cost of the windows. I want to Thank Gulf Coast windows for continuing to work this problem to an acceptable resolution.
Sincerely,  [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.

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.  
I still haven’t received my refund. Case# [redacted].
Regards,

Revdex.com:
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.  Sent: Sunday, November 15, 2015 9:24 AM Subject: Re: Revdex.com complaint id [redacted] Gulf Coast Windows   Work has been completed.   Thank you    [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.  
Ron at Gulf Coast takes no responsibility for the people he sends out to clients' homes.  His attitude is to send out a new guy (Ron's characterization of Mr. R[redacted]) who apparently knows nothing about the capability (or not) of Gulf Coast.  If the salesman (Ron corrected me when I called Mr. R[redacted] a technician) agrees to do something Gulf Coast finds unprofitable, or underbids, this is the customer's problem.  I received a phone call over three weeks later that $5200 isn't enough money.  They are happy to complete the job for another $2600.  It is my opinion that if Ron sends out an unqualified employee to bid for his company then the cost of that error is born by Gulf Coast.  My contract specifically states the door will match it's mate.Gulf Coast advertises, and I have this document in my possession, "Your doors will be measured by highly qualified craftsmen who have been trained in installation techniques.  Upon fabrication, Gulf Coast Windows will schedule a time with you for the installation."  Ron now informs me they are just a distributor and no fabrication is done.  We've already been over the point of my highly qualified craftsman.  Mr. R[redacted] called someone at the Gulf Coast office regarding the time of door installation and after hanging up told me two to three weeks.I spoke at length with Mr.R[redacted] about the door matching exactly.  For $5,200 this seems to be a reasonable expectation.  Ron now states that I should have the line in the contract read "match exactly".  The lines regarding the glass pane dividers & color, my conversations with Mr.R[redacted] and common sense don't seem to get the point across to Ron.If Ron wishes to be excused from the contract I expect a $500 payment.  Had I been unable to honor the terms of the contract I would have lost my deposit.  The reverse is a reasonable expectation.  It is clear to me that Gulf Coast utilizes deceptive practices to get contracts signed and then attempts to increase the cost of the contract.  When a client refuses the rate hike he simply cancels the contract. 
I request that Revdex.com leave this complaint online for other potential customers to learn from my experience.
Regards,
[redacted]

We apologize for the manufacture's defective frame that has apparently warped due to the [redacted] climate. The company will again contact the customer and reorder a new window and/or the appropriate parts to resolve the problem. When the new parts arrive to our warehouse, we will contact the customer...

to schedule a service appointment.

10/22/2015 - Contacted vendor to order replacement sashes for customer.
11/16/2015 - Vender informed us that they require new procedure for processing "older" claims (getter than 10 years)
11/17/2015 - We completed new forms and ordered new sashes.
12/04/2015 - Vendor VP Operations notified...

us that they will have ETA of window delivery week of 12/07/2015
With holiday season, we believe that we will have new sashes and complete the repair no later than 1/15/2016

We have been to the home to fix the leak and were unaware that the problem is still occurring. We have a insulated glass unit on order for the customer and we have communicated with the customer several times and he has not mentioned the leaking window. We will send a service tech to repair...

immediately.

All parts have just arrived and we will be scheduling with customer this week to resolve all issues.

[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], and find that this resolution would be satisfactory to me.  
I do not expect anything else from the company to make me a happy and satisfied customer. They did finally correct most the the issues, after delaying any action until I had to file a complaint with the Revdex.com. They told me excuses that were not true about why they could not correct the locks etc.    After 8 long months from the original order and full payment, it's good enough.

I am happy to hear that the customer was happy with most of what we did, but I am very unhappy that we did not have better communication with the customer and he is clearly correct that there was a disconnect with in the administrative department. I have personally addressed this matter and his...

windows will be here later this week. We will contact the customer to schedule the installation as a priority once the windows have been received and inspected.

The company has contacted the customer this week to schedule a "customer service appointment" to install a complete new multipoint hardware assembly (all mechanical operational components), which was provided by the door manufacturer. This solution had not been attempted before --as only the handle hardware was assessed to be the cause of the customer's warranty claim. Consequently, the customer has refused access when we informed customer that we have received the parts needed to resolve operational issues with their door. Unfortunately, the company is attempting to provide a solution to customer's warranty claim and the customer is not willing to schedule a "free of charge" service appointment. After the customer refused to schedule an appointment, our customer service manager forwarded an email to the customer to confirm their position. The company awaits the opportunity to resolve the customer's warranty claim, so any assistance to resolve this complaint would be appreciated.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  While the expected delivery of materials should finally finish the job, we will have to wait and see. The delivery last month should have finished the job.
Regards,
[redacted] and [redacted]
 
ps - we cleaned the carpet.

Revdex.com:
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.

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID [redacted],
and have determined that this proposed
action did not resolve my complaintGulf Coast windows is now making a very definite effort to resolve the issues
[redacted], [redacted] and [redacted] ended up coming to the house todaySome things are
fixedWe finally have screens on all six windows that were to have
screens. [redacted] was able to get all three replacement screens up in place[redacted] made sure the screens passed inspectionThe replacement glass/ sash for of the windows are fineOne sash was
defective and will have to be re-doneWhile working with the defective sash
the window frame lost a small chunk out of the side and now a new frame is
requiredAnd, since it rained prior to the installation, the ground was soft
and someone tracked dirt across the carpet – not too bad but will still have to
be cleaned
In GCW's reply to Revdex.com they state there was some miscommunicationI requested
the screens for my windowsWhen I called and learned the missing screen was at the warehouse, I asked that GCW come out, install the screen and repair the other twoI was told the most efficient use of the crews' time was to come
when all the materials for the order were inI wanted my screens, asked for
them and should not have had to wait an additional month after they arrived at
GCW to get themRemember that the original installation request was two months
prior to the screen arriving at GCW so I have been waiting months for the
order to be fulfilled There was no
miscommunication on my partGCW needs to own up to factory delays in getting
materialsThey need to own up to miscommunication within their organization
Hopefully the miscommunications within their organization are indeed sorted out
and customers will not have the inconveniences that we have
Regards,
[redacted]

Our communication with the customer was not up to our normal standards and I have apologized to the customer personally. I have explained the challenges we have had with the order and have proposed a solution to get the new doors installed. They are considering the new option. Waiting to hear back...

from the customer.

There was a backorder from the manufacture, that we have no control over, which is also expressed in our contract. However, once the parts arrived and we discovered that the home had changed ownership, we requested that they send in the new owners information so that we could transfer the warranty....

We can't work on a home that was registered under one name and is now owned by someone else. This is a simple process, but to date we have not received any information on the new owner. The original customers warranty is void, but the warranty is transferable. Once we receive the correct information we will schedule and complete the service.

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.  
Complaint Detail / ProblemComplaint Type:Product IssuesselectProblem:Please refer to previous complaint #[redacted]. My window that Gulf Coast Windows installed has NOT been replaced as they promised. It is still defective. It is still leaking into my home, draperies, carpet, wood flooring, furniture. We first reported this problem on April 20. I think 5! months has been long enough for this problem to be solved!!!TranslateDesired Resolution / OutcomeDesired Resolution:ReplacementselectDesired Outcome:Replace this window immediately.

[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] and find that this resolution would be satisfactory to me.