Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Aug/24 a representative came to my condo to give me a quote on window replacement. He advised me that any window above 6th floor did not need hurricane and gave me a price to replace all my windows and 1 door. He told me they would pull permits and it would all be quaranteed. I agreed and took out a creditcard loan to pay for them that he recommended. It took them several months to get my windows in even though I had been told it would only take 3 weeks. Once they got them in they contacted me and said they had the permit and windows in and could install they completed the install on 11/5/24. At that time I was told they would be inspected in a few weeks as it had been 2 hurricans and the permit office was backed up. I waited a month and when no one reached out I started calling. Several times I was told by their office the contractor was working on the permits and they would get back to me.They would never return calls or give updates, just give me the run around everytime I was able to get anyone on the phone. This went on until the middle of Jan/25 when I was sent a email that they where now required to put a coating on the windows that would cost $6,000 more but theywould give me half off in order for the permit to pass. I had already paid for what I was told were the windows that the codes in *********** required and I was not happy , so they said they could only respond by email. 3 more weeks go by and they never followed up. I finally lost patience with their continued advoidance of fixing the issue which is totally their fault as it was what they advised me to install. So I contacted the permit office myself who were unaware they had already installed the windows as that is a violation because they had not been approved to do so and per the office the company had never advised them of the install and were trying to get the permit cleared by omitting that fact. I trusted this company to install and do a professional job. 2 windows also have flaws.

  

  Business Response

  Date: 03/10/2025

  Dear BBB,

  Attached are most of the record pertaining contracts and comminication with this customer. 

  1. Contract clearly reads eight weeks delivery not three

  2. Permit was obtained prior to installation

  3. Work was approved by the *** and the building department

  4. In majority cases units above the 6th floor do not require impact glass and the plans examiner approved it as non impact

  5. as of today the windows performed as promissed , not sure why pics of floor are attached

  6. As per attachements we comunicated with customer over twenty times since November 

  7. At this time we are still working to resolve the issue with the building department and avoid additional costs to the customer

  8. We did offer to replace the glass at a lower cost to impact or provide exterior protection at no cost at all

  Every one aware that the building dep. is six month behind on all permits due to the past storms. The customer doesnt experience any issues with the windows as they are and when she informed us of some blemishes with the glass we informed here that until the permit issue is resolved there is no point replacing the glass if impact would be required anyway, we are at the mercy of the building department until its resolved. Regadless all products are under warranty. 

  Its an unfortunate situation when one plans examiner approves the project and the field inspector doesnt due to reasons beyond our control. We are commited to see it thru and would never walk away from an issue

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22985995
  
  I am rejecting this response because:1st they claim we had over 20 communitications about this matter... even in their provided documents it shows I called 16 times from Nov/24 to Jan/2025 without a responce back until they sent the email wanting me to pay more for their s**** up.(the total of over over 20 communications also includes setting up intially estimates so basically you are left with about responces back from them in 4 months all pretty much just stalling giving me answers.

  Yes in small print it says could take 60days to get windows yet your salesman had assured me 3-4weeks and even called in front of me about the door to make sure we could get it and was told was in stock then after almost 2 months I finally questioned why my stuff wasnt set to install and was told they were having trouble getting that door which then took another month..and just FYI they never followed up would just let me set and wait in limbo....

  They are claiming they had permit but I even spoke with Permitting they were never cleared to install the windows and they have been trying to get it approved without telling the permit office they had already installed them and that was against the guidelines. And I love how they say in most cases they didn't need to install the grade of window I need, well thats not my fault, their sales specifcately told me I did not need a higher grade and I based my install on his professional expertises and had I known an upgrade was $6,000 would have opted not to install new windows..

  As far as the *** approval all it is , is a approval to allow a Licensed Contractor who is in good standings install and PULL and Clear Permits for thier work, it is not and approval or verification of the actual product...They are trying to deflect their own deceptive practices on everyone else.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 03/11/2025

  The documents atached to our previuos respond and the detailed information provided , including copy of the permit , the lead times for windows and oher issues presented by the customer are false and do not support the facts. 

  We are working with the building department for a solution as stated earlier,

  1. Exterior protection at no cost to client or an upgrade for all windows to impact for 3k. 

  Her facts based on he said she said and no evidence of any wrong doing by Gulfside. Gulfside on the othe rhand had provided all records of communiocation and all documents supporting our claims, customer failed to do so. 

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22985995
  
  I am rejecting this response because:I have provided all docs as to my claims. Even since advising them 2 weeks ago I would be contacting the permit coffice and you I have recieved no commincation from them by phone or email. And the ***************** is the one who told me they were in violation and to file a claim which I have done. Until the matter is either fixed and I have a cleared permit I do not except their solution as there is no proof they will follow through and resolve the issue. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had windows and doors installed January 2022 by Gulfside Windows. The cost was $18000. We didn't see any problems until the last Hurricane passed by. We noticed that the floor was spongy all along the front wall. Also, the paneling was warped under the window. We was also experiencing a foul oder. I pulled the paneling off of the wall and found water damage. After removing all of the paneling from the front wall I did a water test on the outside of the trailer. We found that the water was draining from the bottom of the window and right inside the siding then down to the 2x4 on the bottom of the wall and then right onto the floor. I paid $175.00 for Gulfside to come out and check it out. He wrote up a statement which I have a photo of and left. That was last Friday. Today I called ***** at Gulfside Windows and he said it was a maintenance issue and they were not liable for any damage caused by the rain. That was the end of the conversation and he hung up. Today I pulled back the outer trim just to see why the water was draining inside the house. In my opinion the windows were not installed properly. I have 11 windows that are installed just like the ones on the front wall. I think there is water draining inside of those windows too but I'm not going to tear up the whole house. I am disgusted with the complete lack of professionalism this company has shown me and I'm looking for a lawyer. Any advice or guidance would be greatly appreciated. Thank you.

  

  Business Response

  Date: 12/04/2024

  We are communicating with the customer and setting up the repairs 

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22528179
  
  I am rejecting this response because:I have spoken to Gulfside Windows and they couldn't tell me if they were going to replace the damaged floors. The subfloor is rotted and the laminate flooring,which was replaced last year is also damaged and must be replaced. I've already bought new paneling to replace that which was damaged by the windows leaking. It is clear to me that 11 or 12 of the windows were improperly installed as the water has nowhere to go except behind the siding and into the house. At this time I have no idea if there is any other damage to the floors and insulation. The living room where all the damage is is not usable and I have put plastic up separating it from the rest of the house. Gulfside needs to step up and fix my house. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 12/09/2024

  Before any discussion re damaged flooring could be addressed the repairs have to be done and information sent to the insurance which can be provided to the customer upon request. The homeowner claim that the windows were not installed properly based on his own opinion and not something that was determined by a professional on record. At this time we determined that the windows didn't drain properly due to dirt in the bottom tracks. When repairs would be done a better idea of the cause could be determined. Please keep in mind that the project was installed over three years ago and passed the building final inspection, so the claim pertaining "wrong" installation has no merit and there were no signs of leakage until the last storm and as per industry standards and the warranty acts of god have limited coverage and we will perform any necessary repairs regardless 

   

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today we had to have some work redone on our door leading to the patio/pool area because the original work did not pass inspection. #GulfsideWindowsandDoors did the original work and sent someone to do the rework. While doing the job, the guy put in a s**** and hit a wire going to the light switches on the inside. We noticed after he left the lights/ceiling fan and TV were not working. I checked the breaker box and sure enough, a breaker was tripped. I tried to reset it but it wouldn't reset. I decided to take the s**** out and sure enough, the s**** (pictured) had burn marks on it. I reset the breaker and IT RESET, then. However, I did cut it back off because we now have an exposed wire inside the wall. The installation manager at Gulfside said they aren't responsible for any damage. Well, we will just have to see about that ***** (I got your email).Accidents/mistakes happen, I get it, but ANYTIME you mess up, and you KNOW it's your fault, just fix it. You earn a helluva lot more respect that ******, I DO NOT RECOMMEND #GULFSIDEWINDOWSandDOORS to even put a window in a doghouse, let alone your homes.This could've led to a fire.

  

  Business Response

  Date: 11/18/2024

  Work was completed, cost of electrical repair was paid by Gulfside as well

  Customer Answer

  Date: 11/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible "warranty" and poor customer service and support. We purchased $45K of sliders with a "lifetime warranty". Three years later, the seal around the perimeter is flaking so I called Gulfside. They required $220 to "come check it out" and told me if it is indeed a manufacturing issue, they would pursue with the manufacturer (PGT) and let me know. Besides the weeks and weeks of no response, they finally came back and told me to send them pictures so they could send to PGT. I told them I paid $220 for them to do this but they then told me that the tech. they sent out was "let go". So my $220 for some tech. to take pictures was for ? I sent pics and was then informed that PGT would come out and inspect but guess what - they charge $220 for that. And if determined that it is a mfg. defect, they cover materials only which is not what the warranty states. The last correspondence from Gulfside was a suggested workaround. They offered to have PGT replace the entire glass panel and charge me flat $300.

  

  Business Response

  Date: 04/05/2024

  Dear BBB,

  We had communicated with the customer a minimum of dozen times to follow up and keep them informed of the service request status. Unfortunately we do not manufacture the products and PGT have their own policy that has nothing to do with us since it is a product issue, not installation. PGT charges service fees but would supply replacement parts at no charge since it is a life time limited warranty. The pictures are a requirement for them prior to coming out. Despite completing the job 4 years ago and no issues with installation this customer decided to post very negative reviews about our company which he has the right to do but the facts are somewhat twisted and do not represent accurately our warranty or the services we provide to thousands of customers every single day.

   

  Sincerely

  ***********************

   

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21526658
  
  I am rejecting this response because: The response failed to address the issue in any way. Simply saying "the facts are twisted" is further confirmation of how Gulfside views customer issues.  Please specify what facts are twisted.  Please address why the impetus is on me, the customer when in fact, ********************** failed after sending out an employee to provide the necessary information to get the job done.  Oh, and the "dozen" calls and emails were instigated by me, the customer.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gulfside installed two sets of French Patio doors, each door having 3 panels of impact glass in 2021. The sales rep stated and emphasized that the doors have a lift time warranty and also wrote that on the invoice.This year, we noticed cracks in the glass inserts on two of the door. I called Gulfside and the service agent said it's not a lifetime warranty but rather a limited warranty. He advised me that I would have to pay for the new panels and pay for the installation. I paid $1400. After that, he said they would send the defective panels to the manufacturer and see if they qualify for a refund.I waited 6 months for the new panels to arrive. They ordered the wrong panels and had to re-order...another 2 months.The new panels were installed 2 days ago. Today I noticed a crack in one of the panels that was just installed. It appears to be an installation problem. I called Gulfside again and am still waiting for a call back. I would like a total refund so that I can go to another company and have the doors replaced.

  

  Business Response

  Date: 02/14/2024

  The customer had noticed a crack 2 days ago and as always Gulfside would be taking care of that at no cost since it happened less then 48 hrs ago, not sure why BBB has to be involved considering we have an appointment set for this coming Monday to inspect and handle the issue unless this customer would like to wave his warranty and contact someone else. No refund 

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last October the week of the 10th, I had Gulfside install 7 hurricane windows and a hurricane sliding door while being a remote homeowner. Upon moving to the residence full-time in 7/2023, my wife and I noticed a stain on the living room ceiling, and we felt it and it was dry. Not knowing what it was, we watched it and a month ago there was a heavy rain blowing rain directly into the hurricane shutter on the 2nd floor of the condo. I was downstairs and saw water dripping on our new sofa and contacted my HOA for roofing help as the HOA bylaws direct. The HOA sent ***** ******* out a week later to inspect, and they singled out the cause of the lead which was a faulty installation of the hurricane slider; no flashing, no waterproofing, no caulking and unfinished shims remained under the door with a 1-2" crack where the water entered the false attic leaking on my ceiling. I engaged Gulfside for repairs and paid ***** **** $141.25 for their services; on 9/27 a Gulfside senior installer came out to review the damage and said all of it was due to their faulty installation and profusely apologized. Repairs and reinstallation of the slider occurred on 10/4 and this morning, I sent the invoice from ****************** and asked if Gulfside for preferred vendors to fix the interior damage and mold remediation contractors to ensure we had no mold growth or need for remediation. I was informed by Kevin, the service manager, that Gulfside would not reimburse for ******************, nor pay for mold remediation, and it didn't seem they would fix my ceiling either. I informed ***** that the senior installer had pictures of the interior damage but sent another picture as requested. All of these costs were caused by faulty and negligent work from Gulfside and should be reimbursed, and that is what I am asking for as a resolution.

  

  Business Response

  Date: 10/19/2023

  We at Gulfside provide all our customers with a life time warranty and simple procedures for warranty and service requests. The customer had never called us till after the visit by the roofing company. Being an absent homeowner might have added to some of the issues and most important is that the job did pass building final inspection. We offered to have an insurance adjuster to come out and inspect the claims but the homeowner refused to cooperate. The offer still stands and the door was reinstalled to make sure there are no hidden leaks or any other issues

   

  Sincerely

   

  Gulfside Team

  
  

  Customer Answer

  Date: 10/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and ask the business to call me to set a time for the insurance adjuster to review the damage.  This is a CONDITIONAL acceptance is contingent on the adjuster coming to my home in a reasonable 7 business days (deadline 11/1/2023).
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 11/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: After contingently accepting the businesses offer to have their insurance adjuster come out to estimate and ultimately check for mold, remediate if necessary, and fix the damages on 10/21, I waited for the business to respond.  I sent 4 emails to the business with the 4th email copying the BBB specialist, *********************, for help as I was AGAIN getting no response.  Someone named Aaron S. responded on 10/27 to have patience, but we have gone another week with no contact from the business and ultimately no repairs to their damage.  Gulfside has known since this was reported to them for repairs that all this damage their responsibility due to the negligent installation, so there is no more patience to be had; additionally, the installation manager verified the damage on 9/27/2023.  Asking the BBB to reopen this claim and for permission to repair the damages now with the BBB mediating that the business reimburses all my expenses.  After spending $20,000 for hurricane windows and sliders my wife, my pets, and I should not be living in a possibly dangerous mold situation.  My current and future costs for documentation purposes.
  
  1. Reimbursement of $141.75 for *************************** who found the issue.
  2. Appointment and mold test from certified mold remediator I will hire this week.
  3. Mold remediation if certified mold remediator recommends that course of action.
  4. Hiring of insured and bonded home remolding company, to be hired upon completion of the mold work, who will determine corrective action for the damage and repair.
  

  
  

  Sincerely,
  
  *********************

  Customer Answer

  Date: 11/30/2023

  
  Better Business Bureau:
  
  All repairs have been completed. 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 08/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I copied you on the email to Gulfside and you have read their response concerning the damage to my ceiling from the slider installation.  Based on the response from the company, I would like to reopen the BBB case with them for these reasons:
  
  1. **** **** **** ***, Seminole FL 33777 had no ceiling leaks prior to the installation of the hurricane rated slider in the master bedroom.
  2. The previous fix showed negligence in the installation as there were gaps up to 2 inches beneath the slider as the installer failed to put in flashing.
  3. The Gulfside field manager (or his son) was supposed to personally oversee the re-installation of the door per the field manager's visit, but neither of them made it the day of reinstallation.
  4. After topical storm Debby, the leak appeared in the same spot in my living room ceiling as the prior leak, and the moisture was verified using a moisture meter I purchased for that purpose.
  5. The Acts of God clause sent to me does not speak to warranty of the company's installation, just the product itself.
  6. I am claiming that due to another faulty installation NOT overseen by the field manager, I now have another leak caused by the installation of the slider door.
  
  I just talked to a couple people concerning the leak.  I was asked if we saw water in the track during the storm.  I had forgotten but we did see water in the slider track inside the house, and I was told this is faulty sealant not applied to the door frame as no water should have been on the inside track.  Please add this as #7 in my list in the claim.
  
  #7. Water in inside slider track indicates poor sealing of the door frame which points to faulty installation. 
  
  Thank you. Please reply and let me know you received this.
  
  Thanks
  ***
  Sent from my iPhone

  Customer Answer

  Date: 09/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This is an opinion from a roofer on what is causing the issue. Please see attached
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 09/16/2024

  This has been resolved with the home owner as of 12/05/2023, the request of re open claim has not been sent to the insurance company since the home owner accepted the results of finding and resolution for the claim ***********.  Our office has notified the claim consultant of this complaint.  

  Customer Answer

  Date: 09/30/2024

  You may delete this but I wanted to try. If this is a proper hurricane slider installation I apologize for sending and wasting your time.  Here is an 8 second video during Helene showing how the door is not sealed as a pre installed sticker is drooping and you can see it clearly blowing at the top of the slider. Second, attached is a picture of the indoor sliding base of the door wet; assuming this is not correct.   The ceiling did get wet as well from the area I had sent earlier as well. If you’re interested, I can supply video of that as well.

  

  Business Response

  Date: 09/30/2024

  No, window and door warranties typically do not cover damage caused by Acts of God

  , such as hurricanes, tornadoes, floods, and earthquakes. However, homeowner's insurance may cover the cost of replacing damaged windows. 

  Other things that window and door warranties usually don't cover include: 

  ·                     Damage from fire, vandalism, riots, or civil disorder 

  ·                     Damage from wind-borne objects 

  ·                     Damage from improper installation 

  ·                     Natural weathering or fading of surfaces 

  ·                     Seal failure 

  ·                     Condensation, frost, or freezing 

  ·                     Normal wear and tear 

  ·                     Damage from misuse, abuse, or neglect 

  ·                     Issues arising from modifications or repairs made without the manufacturer's consent 

  

  Business Response

  Date: 10/23/2024

  I am not sure if you remember but there was a communication sent and here it is forwarded to your office (attached).  Our insurance ******* and legal representation has advised us that this is in breach of the signed agreement between Gulfside Windows and Doors, ********* Insurance ******* and *********** and *********.

  
  

  Customer Answer

  Date: 10/24/2024

  
  Complaint: ****
  I am rejecting this response because: this company negligently installed my hurricane slider in October of 2022, and admitted their mistake and re-installed in October of 2023.  Per their sales agreement, the company has no reference, rules, or policies and procedures concerning a re-installation.  The October 2022 installation caused almost $4,000 of damage to my condo due to negligent installation with no waterproofing leaving a gap for water to flow under the door of 1 1/2".  The company did do the right thing after many emails and BBB involvement to re-install in October of 2023 and since it was turned over to their insurance company, I had no option other than to sign a release waiver to pay the vendors the company approved me to pay.  

  When Debby hit in the spring/summer of 2024 the storm blew rain in from the south directly hitting the re-installed slider.  Sadly, the leak reappeared, and I sent a humble, apologetic email to the owner of the company informing him of the leak.  His response was the the hurricane windows they sell and install are NOT warrantied against named storms/Acts of God.  This statement from the owner, which the BBB has maintains a copy of, is very problematic as they are a hurricane installation company, and their products are NOT going to protect consumer homes from a hurricane or tropical storm????  Additionally, the owner ended the email with do contact us again after revealing their company did not warranty hurricane windows against hurricanes.

  I re-opened this complaint, and the BBB has been trying to get the company to do the right thing and repair the door and fix the damage again.  The company stands by the statement above that I signed a release holding them harmless; while true since the company's sales agreement does NOT cover re-installed products, the assumption of the warranty resetting to the re-installation date makes sense.  This argument has not been addressed, and after leaking again through Hurricane Helene I contacted the manufacturer of the windows who led me to ***** ******* *** ***** who correctly re-installed the door, which was proven through the use of a moisture meter after Hurricane Milton.  The BBB sent the bill of $1,050 for the correct installation I paid to Gulfside for reimbursement, and Gulfside is still hiding behind the release that had to be signed to pay the first vendors.

  The acceptable solution is for Gulfside to pay me $1,050 for the cost to correctly install the slider, plus damages for the ceiling leak and any other damage determined by their insurance adjuster's vendors.  Additionally, the company should remove the advertising from their website stating they install hurricane windows; since they do not warranty against them, consumers need to be aware of this fact.  

  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They incorrectly installed multiple windows and refuse to correct the situation. They promised to fix and change all the dangerous windows and the refused to follow through. The president of the company *********************** is the main problem. They installed downstairs windows upstairs so no safety latches on multiple second story windows and I have 4 children. Complete lack of competency and any empathy.

  

  Business Response

  Date: 04/25/2023

  Dear BBB,

  We are in a process of filing a police report in reference to this client due to physical and verbal abuse directed towards our service technician who was held hostage by the homeowner. We were directed by our legal department to keep the details to a minimum at this time considering a criminal complaint is being filed, a video of the incident as well as pics and emails would be available upon request. It is very sad that some people due to their economical status believe that they deserve a preferential treatment and can abuse and disrespect simple working individuals. Will keep you updated, and per customer complaint it is clear that our service tech was at there residence as scheduled to perform warranty service. An apology by the homeowners to Gulfside employees would be a good start  

   

  Sincerely,

   

  ***********************

  

  Business Response

  Date: 04/25/2023

  some of the Windows were sent by the manufacturer without the vent latches which prevented final inspection to be done. We were at the house yesterday to install temporary latches until PGT who is running 3 month behind is able to come out and install permanent latches as well as address two of the window frames that were damaged ( one by homeowner gc and one by us) . We kept communicating with the homeowner and updated a minimum of once a week as to the status of the warranty service. Everything went ok until yesterday when the Mrs. had lost her mind and were blocking our service tech first at the home and then had decided to sit on the front hood of the vehicle to prevent him from leaving.  Please review the attached emails confirming everything we stated

   

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19974690
  
  I am rejecting this response because:
  All false and fabricated accusations. Only cowards scream obscenities at women. My lawyer will help clarify for ************************ 
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stay away from this company, they did our house in both impact on the front and low E on the rest, including 2 large patio doors, that went in with no problems, the low E came with Kevlar curtains with pins and butterfly nuts.then came our hurricane last year and shure enough i go to put up all the screens and the large sliding door covers are off on the pin location so we cant fit them complete and the master bedroom, we were told the house must have shifted.... ****** and that the *** of the screens made them off location... either way we still have them and they still do not fit and no response from them....so you really want to do business with this company?? But wait it gets even better, one front window cracked, our fault as we applied a tint film to the impact window so we paid a deposit and 6 months later after many many calls and lies and excuses for this company we still had NO glass panel, we finally had enough went in and demand our deposit back with no sorry, no comment from them... so you have been warned.Stay as far away as you can as this company is by far the WORST!!!

  

  Business Response

  Date: 04/17/2023

  This customer was installed and completed in 2018, the permit ********* was passed by the building department.  This means the products were installed properly at that time.  We did inform the home owners that they might need to turn the screen around, sometimes it does not line up due to the side you have it placed it is a common error.  The glass they ordered from our office was of a window we did not replace, the manufacturer had some difficulty finding the exact glass to replace with and did have an extended lead time.  We refunded their deposit the moment they asked as we understand the wait was not expected and generally we do not do just glass replacements but were willing to help this customer considering they were having difficulty finding a company to replace the glass.  

  Customer Answer

  Date: 04/22/2023

   
  Complaint: 19937562
  
  I am rejecting this response because: All 3 screens that do not fit, have been tried in every configuration possible, and they do NOT fit, the 2 large patio door screens are close, 2 s**** locations are off and will not line up and the master bedroom screen is off worse with 3-hole locations that do not line up, they tried to tell us that shifting of the house was  at fault and you just cannot make this up, they have not even bothered to come out to see how bad these are off, is just another indication of the lack of customer support this company is known for, please take a look at the many, many negative reviews for this company. Until we have the 3 Kevlar screens hole locations fixed, we will not accept anything less to close this complaint
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/24/2023

  This project passed the final inspection per the building department and is per code and the screens were functioning at the time of inspection.  I am not sure what they might have done since to the opening.  We are more than welcome to come out and assist with the grommets, however, there is a fee for this appointment.

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19937562
  
  I am rejecting this response because:
  This problem was reported to them last year after the hurricane, as this was the 1st time, we installed them and now after months of BS regarding the replacement window that never happened, they want to charge us to come out to confirm they did not install the Kevlar curtains because if they had they would have seen the same thing we have 3 of them do NOT fit. And i have been telling them about this all along, so they can pound salt if they think i will pay them to come out and do the job right for a 2nd time, the case will be resolved when they come out and correct the problem, they left us with 

  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a prehung exterior 8X96 door with sidelight from Gulfside windows and doors. The installer did not add a 1x4 post between the door and Sidelight . Therefore leaving the post weak with little support . The original composite post would flex back and forth . I tried to work with the business for over 6 months . The owners are not responsive and or honest individuals . lacking Integrity! Our family was misled that the business were going to resolved the matter. After 6 months of no assistance/ response I had to contact the door manufacturing company and provide videos of the problem .A representative from the manufacture came out to inspect our door . They agreed it was a poor installation and for customer satisfaction they will provide us with a new prehung door at no cost so that the business can reinstall the door with a 1X4post . A meeting was conducted by the manufacture , distributor and the business so that they may order a new exterior door and for the business to ONLY provide the labor of reinstall new door with the 1x4 post. Gulfside windows and doors agreed to reinstall new door properly. When the new door arrived Gulfside did not honor their end of agreement to reinstall the new door. They failed to answer any calls and emails from the manufacture representative, distributor and homeowner . I would steer away from this business as I had to hire an installer at my cost . It is in my opinion the business BUYs their ****** reviews . Most of their 5 star reviews states the business was hired during the ***** and how Gulfside manage to save their home or installation was superb. After reviewing the day and month there was no storm in ******* ! USE caution hiring this business pay with a Credit Card it is well worth then dealing with the hassle ! I am a military vet and public servant . Our family was treated unfair by this business. Requesting the business to pay for the cost of hiring a new business to Reinstall the door .USE CAUTION!

  

  Business Response

  Date: 04/13/2023

  Gulfside was contracted to remove and install a single entry door and sidelight.  We have removed and installed the door per the ******* Building code, the home owner does not like how the door is functioning and we have attached the passed inspection provided by the Pasco ************************** proving the door is installed per the ******* code.  Also as an extra step, the door manufacture even notified the customer of the door being installed by one of the 3 provided options and that even though it is installed and ordered per their contract and ******* Building code, they are willing to provide another door that is designed differently at no cost.  We have been waiting for the replacement to install for the customer and have not received it as of yet.  We did just receive a call from the Manufacture representative that ******************* has picked the door up from BHI in ***** and is currently on his way to the home owners house to drop the door off there and they will be installing it themselves.  With this new news, we will be notifying the building department so we are not responsible for any installation that is not provided by our office since we are licensed and cannot be held liable for non licensed installations done by a home owner.

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 13 2022 I paid $10,000 for 4 windows to be installed by Gulfside windows. On the day they were installed I pointed out that the screens didn't fit properly. Later that day when opening one of the windows it fell out of the sash. I called the company and later that evening one of the installers came back out and helped me put the window back in. He took pics and said someone would be in touch with me. A week later I called the company to see when things would be fixed and so started the LONG dance of being told they would look into it and call me back. They RARELY would call back leaving to constantly phone the company to finish the job. Finally in mid March the told me it wasn't their problem, I needed to contact PGT the maker of the windows. Why didn't they tell me this in Dec ?, Jan ?, Feb ? I finally got tired of being jerked around and asked to speak to the company president, instead I was put in contact with an " office manager" and lost my temper. After a terse conversation about respect she gave me PGTs number and said to contact them myself. I did, and FINALLY on April 11 2023 the work is done. I contacted Gulfside to have them send someone out to put in the finishing trim and was told I'm on a "written contact only" list. Because I'm the problem, 4 months after they took my money, the job STILL isn't complete and I have to deal with them through e-mail. This company is a "clown show" starting at the top and permeating all the way through. They gladly took my $10,000 and then jerked me around for 4 months.

  

  Business Response

  Date: 04/11/2023

  The customers **************************** & **** Ordered 4 Double Hung Impact windows about 73 inches tall with double hung windows with full screens. Attached is the image of the windows installed with the screens.  They did not like how the manufacturer made the screens and the evening of the installation the home owner *********************** dropped his window sash and caused it to detach from the frame and broke the balancer.  Our installation team drove to his house that same evening to re install the window sash that *********************** broke and informed him that he broke the balancer that allows the window to operate.  We notified the manufacturer the following business day of the broken balancer and from there the manufacturer contacts the home owner to schedule an appointment for replacing the balancer.  We notified the home owner the manufacturer would be communicating with them and setting this appointment.  They home owner did not like the lead time of the manufacturer and called our office and spoke with our staff very rudely, he asked to speak to the office manager.  When he spoke with our office manager he cursed, called names and threated her.  She let him know that going forward any communications would need to be in writing.  We provided the customer excellent customer service, field service and installation. We politely informed the homeowner due to his threatening our staff any field service visits will be provided by the manufacturer only and not our office.  The installation passed inspection and was closed, the s**** hole covers are a non skilled labor and we informed the home owner how to put the 13 hole covers into their rightful spot.  

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19922207
  
  I am rejecting this response because:it is NOT TRUE. Had someone told me to contact the manufacturer, I would have done so. This was not brought up until mid March as I stated earlier. Was I rude to the office manager? YES, After 3 1/2 months of the runaround I lost my temper, did I threaten anybody ? NOT ONCE did I make a threat. Now after I got PGT to finish windows Gulfside refuses to put in the trim. They jerk me around for 3 months and then blame me for losing my temper. Finish the job I paid $10,000 for and I will gladly be done with this company.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/20/2023

  I have tried to upload audio files to this link but it would not allow, to show how this customer was verbally abusive and threatening to our staff.  Our contract does not include the s**** hole coverings to be applied as it is not a skilled labor but we do provide it as a courtesy to our customers. However since this customer did mistreat our staff we will not be returning to put these covers since our field technicians do not feel comfortable.