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 closedGulf Coast windows still has one window to fixPer the last entry by GCW, the window was supposed to be in on [redacted] and I was supposed to get a callThat did not happenWhen 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 nameI 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] ***
Our communication with the customer was not up to our standards and I have apologized to the customer personallyI have explained the challenges we have had with the order and have proposed a solution to get the new doors installedThey are considering the new optionWaiting to hear back from the customer
[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 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 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
[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 customerThey did finally correct most the the issues, after delaying any action until I had to file a complaint with the Revdex.comThey told me excuses that were not true about why they could not correct the locks etc After long months from the original order and full payment, it's good enough
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 Repcame out to inspect the doorThe handle broke a few more times and the last fix was siliconeand it also broke, and I am getting tired of you telling me he is no longer with the companyWhat 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 itDO 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]
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 find that this resolution would be satisfactory to me
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 departmentI have personally addressed this matter and his windows will be here later this weekWe will contact the customer to schedule the installation as a priority once the windows have been received and inspected
There was a backorder from the manufacture, that we have no control over, which is also expressed in our contractHowever, 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 elseThis is a simple process, but to date we have not received any information on the new ownerThe original customers warranty is void, but the warranty is transferableOnce we receive the correct information we will schedule and complete the service
First, I apologize for putting their number in my response, I was simply trying to confirm that the number listed was correctSecondly, the service is scheduled as was stated in their response and should deal with all issuesFinally, 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 matterWe deeply regret the inconvenience and our only goal is to make them a happy customer
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 locksThe 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 allegationsWe 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..."
Complaint ID [redacted] / [redacted] We regret any inconvenience the ***'s have experiencedHowever, as always, we stand behind all of productsUnfortunately we have had some challenges with the manufacture, which has been resolvedAll service items are ready to be completedWe have called times and no responseWe are calling the number [redacted] We will set an appointment to complete the service as soon as the customer contacts usThey can contact me directly at [redacted] and ask for [redacted] ***
Revdex.com:The new window is finally inThank youWe'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 problemsI 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 windowsI 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 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 MrR [redacted] ) who apparently knows nothing about the capability (or not) of Gulf Coast If the salesman (Ron corrected me when I called MrR [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 $isn't enough money They are happy to complete the job for another $ 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 MrR [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,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 $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]
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] 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 / [redacted] Style Definitions */ Regards, [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] and find that this resolution would be satisfactory to me
10/22/- Contacted vendor to order replacement sashes for customer 11/16/- Vender informed us that they require new procedure for processing "older" claims (getter than years) 11/17/- We completed new forms and ordered new sashes 12/04/- Vendor VP Operations notified us that they will have ETA of window delivery week of 12/07/ With holiday season, we believe that we will have new sashes and complete the repair no later than 1/15/
We spoke with customer on 3/8/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 strippedWe 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
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 closedGulf Coast windows still has one window to fixPer the last entry by GCW, the window was supposed to be in on [redacted] and I was supposed to get a callThat did not happenWhen 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 nameI 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] ***
Our communication with the customer was not up to our standards and I have apologized to the customer personallyI have explained the challenges we have had with the order and have proposed a solution to get the new doors installedThey are considering the new optionWaiting to hear back from the customer
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] 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 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 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
[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 customerThey did finally correct most the the issues, after delaying any action until I had to file a complaint with the Revdex.comThey told me excuses that were not true about why they could not correct the locks etc After long months from the original order and full payment, it's good enough
Service is completed as of 11/06/15, and customer signed completion form
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 Repcame out to inspect the doorThe handle broke a few more times and the last fix was siliconeand it also broke, and I am getting tired of you telling me he is no longer with the companyWhat 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 itDO 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]
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 find that this resolution would be satisfactory to me
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 departmentI have personally addressed this matter and his windows will be here later this weekWe will contact the customer to schedule the installation as a priority once the windows have been received and inspected
There was a backorder from the manufacture, that we have no control over, which is also expressed in our contractHowever, 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 elseThis is a simple process, but to date we have not received any information on the new ownerThe original customers warranty is void, but the warranty is transferableOnce we receive the correct information we will schedule and complete the service
First, I apologize for putting their number in my response, I was simply trying to confirm that the number listed was correctSecondly, the service is scheduled as was stated in their response and should deal with all issuesFinally, 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 matterWe deeply regret the inconvenience and our only goal is to make them a happy customer
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 locksThe 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 allegationsWe 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..."
Complaint ID [redacted] / [redacted] We regret any inconvenience the ***'s have experiencedHowever, as always, we stand behind all of productsUnfortunately we have had some challenges with the manufacture, which has been resolvedAll service items are ready to be completedWe have called times and no responseWe are calling the number [redacted] We will set an appointment to complete the service as soon as the customer contacts usThey can contact me directly at [redacted] and ask for [redacted] ***
Revdex.com:The new window is finally inThank youWe'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 problemsI 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 windowsI 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 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 MrR [redacted] ) who apparently knows nothing about the capability (or not) of Gulf Coast If the salesman (Ron corrected me when I called MrR [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 $isn't enough money They are happy to complete the job for another $ 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 MrR [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,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 $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]
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] 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 / [redacted] Style Definitions */ Regards, [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] and find that this resolution would be satisfactory to me
10/22/- Contacted vendor to order replacement sashes for customer 11/16/- Vender informed us that they require new procedure for processing "older" claims (getter than years) 11/17/- We completed new forms and ordered new sashes 12/04/- Vendor VP Operations notified us that they will have ETA of window delivery week of 12/07/ With holiday season, we believe that we will have new sashes and complete the repair no later than 1/15/
We spoke with customer on 3/8/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 strippedWe 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