ComplaintsforCoastal Green Energy Solutions, LLC

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been working with this company for 6months to install and finalize my replacement windows. My home was burglarized and upon contacting them I had no windows since they are all boarded up to hinder access. I was thrilled when I learned of Coastal Greens company to help replace all of the windows in my home. They were communicative, very kind, and eager to get a staffer out for measurements and contract signing in February. Their staff was great about following up for any questions and information needed. They were understanding to my situation and committed to helping with this urgent situation. Since May, its been like pulling teeth to reach anyone from their team by phone; the office phone rings once and says youve reached them after business hours no matter what time of day you call; I even showed up in person to their offices and after waiting 10 minutes was told they couldnt do anything and would need to wait for a call. The windows were supposed to be delivered and installed in March because my home has been untenable since January. I am THOROUGHLY disappointed in their services and will not recommend them to anyone looking for window replacements. Its gotten even worse since installation to finalize permitting. Theyre uncommunicative and it makes scheduling a nightmare.

  

  Business response

  08/27/2024

  We understand your frustrations after the crime that was committed at your property. In response to your hardship from the crime, we were thrilled to be able to get you an incredible discount on your project and then connected you with a finance company for the job. There are guidelines that have to be followed for ordering of the windows and unfortunately those are out of our control- there was a delay in connecting with you as we attempted multiple times as well as the finance company to have documents signed to be able to order the windows for your project. Once that was finally completed- the windows were ordered, and the project was ready for installation. We have since installed the windows back in June and then experienced again issues with communication with you as we attempted multiple times to get your project inspected and have had to reschedule the job for the county multiple times with no one being at the residence for final inspection. As I understand your frustrations with all due respect, there seems to have been breakdowns in communication on both sides since the beginning for that and it has caused delays. The windows have been installed and are beautiful. Again, we apologize for the crossed lines in communication and will take that under advisement in better efforts for the future with customers. We appreciate your business,

• Initial Complaint

  04/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was contacted by Coastal Green Energy Solutions as the result of an online request I placed for new windows for my home. After informing us that the cost of the project would be in excess of $31k, my wife and I explained to their sales rep that we had funds from the insurance company to cover part of the expense of the windows as they were damaged during hurricane *** and that the only way we could afford the windows would be if the monthly payment did not exceed $150. The sales rep contacted his office and then told us he had authorization to reduce the cost of the project to approximately $28,800 and that with the amount we told him we had as a down payment this would make our payment the $150 we required. The sales rep declined our offer to place the down payment until the time of install but that the company would not order the materials until we signed a contract with them. I receive an emailed financial contract from ************** (the financial institution that Coastal Green utilizes for their transactions). I signed all of the documents and when installation time arrived, no one contacted me regarding the $13k down payment we had reserved for this project. I have since made two monthly payments in the amount of $339 to protect my credit standing. Medallion states they do not refinance deals and that even giving them the funds we have for down payment that our monthly payment would not change. I have made multiple calls to Coastal Green and have been promised one of the owners would return my call on approximately 5 occasions but they have failed to do so as of this date. Two of their employees have informed me that they are unable to do anything to help me. I am seeking Coastal Green to satisfy the debt with ************** and start with a fresh contract and accept the funds I have for a down payment as this is the only way that ************** can perform a reamortization of the loan so that we may afford the payments.

  

  Business response

  05/04/2024

  Although we understand your frustration-there was clear communication upon initial contact with you in your home on the process of the project and how deposits/payments/financing takes place. On initial visit- it was stated that you would be receiving the monies from your insurance company for a claim however at that time did NOT have the funds. At no time would Coastal Green not have taken a deposit of $13k for you to submit for less financing to ensure the $150/month payment had you had the funds. When the contract was written there was a phone call placed by the rep to the owner of the company to explain to you and your family how the process would work and what you needed to do to ensure that the financing would be lowered to achieve such payment. It was explained that you had up until the day of installation to pay the monies to Coastal Green so that the change could be submitted to the finance company for a lower loan amount. You agreed however there was never a payment made. On the day of completion of installation- the installer called to the office about the financing and when we spoke with you and questioned the cash monies that you stated you wanted to pay- you responded with run the financing as it was. Still no monies paid to lower the payment. You were emailed documents from the financing company to sign for completion with the numbers and explanation of the loan and payments and at no time did you contact the office asking for assistance to change the plan/payment or to make a cash payment to lower the loan. 2 months after the completion of the project is when we received a call from you wanting to pay the $13k and having the loan changed which is out of Coastal Green abilities as your financing terms are with the finance company and we do not have authority to take your payment and change terms. Again why the importance was expressed to you in the house on signing of the contract for the payment to be made before the installation- making you aware that we couldn't help you once the installation was completed. At this point in time there is nothing that Coastal Green can do for you with ************** and sympathize with your situation completely wishing that those funds would have been available prior to the installation.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2022 we ordered windows. The **mpany did not pull a permit so they ordered the wrong kind for our area. To **mpensate they ordered ** hurricane screens. To put these screens on we now have bolts sticking out around every window and the stuc** got cracked. We have one more screen which they were supposed to put in last Tuesday. We waited all afternoon and they were a no show and to date they havent called to reschedule. We were told originally they **uldnt put the windows in until the screens came In but they did so they **uld get paid. Unfortunately we used a finance ** thru them or nevet would have paid until job was done. They have no **mmunication with customers

  

  Business response

  10/24/2023

  There was in fact a permit pulled most definitely as we do with all projects that we install. Your permit was filed with the county and in fact was the reason for the changes that needed to be made to your project as per their request and requirements. You actually came into the office to verify that in fact those changes had to be made even though the county was requiring them to be made to see how the fasteners were going to look. We installed hurricane impact windows for the original homeowner prior to you moving in. In regards to your window replacement to make it different was that it was being completed on a ******* room which normally doesn't require impact windows and you didn't want them due to the cost on the original purchase. The hurricane protective screens that were ordered and provided for you were given at no additional charge to you out of good faith. The bolts that were installed were shown to you prior to installation when you came into the office and again are a requirement by the rules and regulations of the county. The fasteners that are used are per the installation instructions based on the type of exterior on the house and we can't regulate that so they are installed per compliance. We strive to give great service and intend for you to be happy with your project. With that being said, we will call for the final inspection and have your project closed out completely. We apologize for the delay.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I met with someone from Green Coast Energy Solutions about replacing my windows roughly 6:00pm May 23rd. We came up with a monthly amount, signed some papers, and I thought everything was good to go. When I got the first financing option May 24th, the monthly payment was higher than I was told, and I realized it would be $30,000 total after interest and loans for the financing for $19,000 of windows. I called and let them know I needed to cancel the contract because that would not work. They said they would look at the numbers again and called back with $168 a month. In looking at the contract, I would be paying $40,000 total for the windows after interest and financing fees. I let them know this was not ok and I still wanted to cancel the contract. They withdrew my down payment of $1,974.00 on May 30th. It is now June 7th and I have emailed multiple times requesting a refund of the down payment because I cancelled within the 72 hours allowed. I have called and have not received a response from telephone calls. I simply want a refund of my deposit because at this point I have no interest in working with the company due to being unresponsive and not returning my money.

  

  Business response

  06/22/2023

  As Coastal Green Energy Solutions tries to handle things in an efficient manner, we are unable to control the speed in which a credit card company issues the credit. We processed the cancellation and the refund of the deposit the same day as your call into the office and we spoke with you stating as such- the question was asked if we were going to cut you a check for the refund or process through the credit card company. We processed the refund the same way that the deposit is paid which was by credit card. It takes a credit card company **** business days to process credits for consumers. While we understand the disappointment for the customers in that delay, it is completely out of our control. I do show though in fact that the credit card company did process and give you the credit back into your account.

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchase hurricane windows from Coastal Green on 05/11/21. They sent a crew to install windows on 11/15/21. *************** refused to approve installation. They sent a second crew on 01/05/22 stating that the windows were not installed properly and completely removed and reinstalled each window. They were also told at this time that the windows in the two bathrooms were the wrong color glass and that the condo would not approve that window. I have been told they have my correct windows at their facility. The inspector in Jupiter was dissatisfied with how they had done the bucking, in particular the bucking in the bathrooms. Coastal finally came on 5/31/22 to repair the issues with the windows and the inspector came on 06/02/22 and approved them to complete the install. i have been calling on and off since 10/10/22 for them to schedule the completion of the finish work along with replacing the two bathroom windows. i call and they know who i am but they never schedule the work. I am at my **** end and if i don't see them completing the work i assume my only thing to do is a get another window company to finish the work and bring legal action against Coastal. No customer should be treated this way.

  Customer response

  03/30/2023

   
  Complaint: 19561246
  
  I am rejecting this response because:

  This response was taken verbally by BBB:

  The BBB called me on March 23rd. At that time the business was actively at my home to resolve the issues and I closed the complaint hopeful that all would be resolved. My issues were not resolved on that day and since then I have not heard from the business further on when they would be back out to finish.

  The outstanding issues are:

  • One faulty window that needs replacement

  • Completion of the caulking and finish work on the interior portion of the windows

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

  

  Business response

  04/20/2023

  This response was taken verbally by BBB:

  I will reach out to the customer today and get him on the schedule for May 3rd to complete any outstanding issues.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I entered into contract with coastal green energy co. For the replacement of two sliding doors. I paid a down payment of *****. Dollars. I have been waiting for inspection , on January 10, I had inspection. Failed due to the windows being closed in so the inspector could not see substrate. To date I have contacted them several times and they have no solution. They also do not contact me I have to keep calling.

  

  Business response

  02/02/2023

  Due to delay with county filing the tax license- final inspection of project was delayed. We are scheduled to take down all trim for inspector to finalize and then will retrim out the doors for completion.

  Customer response

  02/03/2023

   
  Complaint: 18901807
  
  I am rejecting this response because:
  
  Sincerely 
  
  ***************

  i now have have to have windows removed and reinstalled to make the install correct. It took me several phone calls before contacting B.B.B. It took contacting you before hearing from them. This has been on going for over 6-8 months.  I am thoroughly fed up.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Costal Green solution had replaced 11 of my windows back in September 2022. I was told that this project would only take three days. Here it is January 11 my windows are not finished. They promised me that me that they would be fix before Thanksgiving. My windows are still not fix. I call them I don't get a call back. The financial company is asking for a payment, I want pay because the are not finished. Costal Green is telling the financial company that they are finished and they are not. In the county that I live in you have to get a work order in order to do things to your home. The windows haven't pass inspection yet. But ****** is telling the financial company that they are. This is a nightmare, there are strips on my floors and counters to be placed in the windows. They have got pay for there service but the drive is not finished. I will never do this again. I will do my back group check before I let everyone else do anything to my house. Costal Green don't stand up to there words. They are not reliable, they tell lies. If you have to have your window replaced call someone else.

  

  Business response

  02/02/2023

  Job is 100% complete and homeowner as signed off on total completion of the project. Inspection will take place once homeowner commits to the date for the county to inspect as we are charged for reinspection each time. At this time there are no further issues and all installation is **** functional and correct

• Initial Complaint

  12/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My meeting with the salesman ***************** on 2/17/2022 was fast paced. He handed me a photocopied certificate for a Soft-Lite Windows product, Barcelona Impact Windows and informed me this is what was going to be installed. He took measurements and showed me the notes and had me sign. Again this was fast paced hiding from me the note saying non-impact. The financing was thru Ygrene. On page 1 of the financing contract it states in product description High-impact Windows. On page 8 ***************** Description Of Qualifying Improvement states High-Impact Windows. The installation was on time and flawless. I had the wind mitigation performed and the inspector pointed out the product installed was NOT High-Impact Windows. I contacted C.G.E.S and explained the situation and was informed of other complaints against the sales man and was offed Hurricane ******* as settlement and agreed. Over a month went by after the measurements for the ******* with no contact from C.G.E.S. I reached out was given a date of installation and at the date was informed on technician was available. At this point this is obvious fraud and I am reaching out to counsel for litigation.

  

  Business response

  01/23/2023

  Coastal Green has installed hurricane ******* and handled all concerns. Homeowner states that all work complete

  Customer response

  01/26/2023

   
  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

  06/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  June 24, 2021 we signed a contract with Coastal Green for new windows. September 2021 Coastal installed nine windows, but unfortunately they were not the correct windows. on June 9, 2022 Coastal removed the wrong windows and installed the correct windows. On that day they were not able to complete the entire installation, they did not weather proof or finish the trim around the windows. There were major storms for the next 3 days, and the wood and insulation in and around the windows was exposed and got wet. on June 11, 2022 Coastal came out to work on the trim, but again did not weather proof or complete the trim work. June 16, 2022 Coastal workers arrived - but did not have the proper supplies to complete the work. They left without doing any work. June 21, 2022 three Coastal workers arrived in the afternoon to remove the improper work done on the 11th and weatherproof around the windows. Once again the job did not get completed by the end of the day and the workers informed us they ran out of materials. We were appalled at the work that was done that day! There were massive globs of caulk down the front of our home! We immediately contacted the owner. We were told it would be 9 days before they would come fix/complete the work. June 26, 2022 it rained and the water came inside the house walls, ruining the blinds, paint and drywall INSIDE the house! June 27, 2022 2 workers arrived, they sent pictures to the owner, and attempted to finish trim work. They left without having me inspect the work. They missed caulking areas and left very unacceptable work! As of today (6/29/22) we have not received a response to how they are going to correct the damage done and properly finish the job.

  

  Business response

  07/21/2022

  Business Response /* (1000, 7, 2022/07/21) */ Resolved: As of this date,all installation and repair of drywall has been completed. Homeowner signed off on completion of all items that they wanted addressed. The final inspection for the double hung windows will be performed and then project will be complete with no issues. Consumer Response /* (2000, 13, 2022/08/28) */ The company made good on all work, product and compensation.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/26/2022 a deposit was given to COASTAL GREEN ENERGY SOLUTIONS, IN THE AMOUNT OF 9575.00 FOR THE INSTALLATION OF 13 WINDOWS. THIS AMOUNT REPRESENTS 1/2 OF THE AMOUNT FOR THE WINDOWS. THE OTHER HALF WAS TO BE FINANCED BY THE SERVICE FINANCE CO THAT THEY PARTNER WITH. I REMOVED THE LOCK OFF MY CREDIT BUREAU FOR 5 DAYS IN ORDER TO GET MY CREDIT INFOMATION. ON MAY 4TH , AFTER NOT RECEIVING ANY CORRESPONSE OR TELEPHONE CALL I CALLED THE SALES PERSON, ONLY TO BE TOLD I NEEDED TO RELEASE MY CREDIT BUREAU AGAIN, AND THIS TIME ALL 3 BUREUS NEEDED TO BE RELEASED. MAY 6th STILL NO CORRESPONDANCE FROM SALES MAN OR FINANCE COMPANY AFTER RELEASING MY CREDIT BUREAUS AGAIN, EMAILED MR. BOB AND TOLD HIM WE STILL HAV E NOT HEARD ANYTHING FROM ANYONE ,HE FINALLY TEXTED BACK AND SAID HE WOULD CHECK INTO IT, ON MY 6, GOT A DENIEL LETTER IN MAIL STATING I DID NOT HAVE CREDIT. VERY DISTRUBING. CALLED MR BOB, TO SEE WHAT WAS GOING ON, HE GOT WITH THE FINANCE COMPANY TO SEE WHERE THEY WERE GETTING THE INFO , TO MAKE THIS DECISION, WHICH HE KNEW WAS NOT CORRECT. GOT FORMS IN EMAIL TO SIGN WITH AN APPROVAL WITH THE WRONG LAST NAME. CONTACTED MR BOB AND HE TOLD ME TO SIGN HOW THEY WERE MADE OUT AND THEN SIGN THE CORRECT NAME. AT THIS POINT WE WERE DONE WITH THIS COMPANY. I CALLED THE FINANCE COMPANY AND CANCELLED EVERTHING IN THE TIME FRAME PER LAW , I REQUESTED MY CREDIT CARD BE REFUNDED FOR THE DEPOSIT OF 9575.00 . THE EMAIL WAS SENT TO ME AND MY SALESMAN BOB THAT THE CONTRACT HAS BEEN CANCELLED AND REFUND DUE. AS OF THE DATE OF THIS COMPLAINT MY CREDIT CARD HAS NOT BEEN CREDITED BACK, I HAVE TEXTRED AND CALLED SALES PERSON NO RESPONSE AS OF THE DATE OF THIS COMPLAINT. I CALLED THE TELEPHONE NUMBER OF XXX XXX-XXXX ON 6/02/2022 CONCERNING MY REFUND TO BE TOLD IT WAS IN THE PROCESS OF BEING RETURNED AS OF THE DATE OF THIS COMPLAINT IT HAS NOT . I HAVE FILED A COMPLAINT WITH MY CREDIT CARD CO. I CANNOT USE MY CREDIT CARD UNTIL THE FUNDS ARE RETURNED .

  

  Business response

  07/20/2022

  Consumer Response /* (3000, 8, 2022/07/13) */ ON JUNE 10TH AFTER I GUESS THE BUSINESS WAS NOTIFIED OF MY COMPLAINT AND BEING ON THE TELELEPHONE FOR OVER 1 HOUR WITH CAPITAL ONE AND SASHA OF COASTAL GREEN IT WAS DETERMINED THAT COASTAL GREEN THOUGHT THE CREDIT HAD BEEN PROESSESED BY HER ACCOUNTING/BANK AND IT WAS NOT. SASHA ASKED ME TO RECHECK ON MONDAY THE 13TH TO GIVE HER A CHANCE TO SPEAK WITH HER BANK/ACCOUNTING OVER THE WEEKEND. I DID WAIT UNTIL THE 14TH OF JUNE AND THE CREDIT WAS ISSUED AFTER SASHA CHECKED TO SEE THAT IT WAS NEVER DONE. THE CREDIT WAS ISSUED ON THE 14TH OF JUNE 2 MONTHS AFTER THE FACT AND PUTTING IN A DISPUTE WITH MY CREDIT CARD COMPANY. NO OTHER CORRESONDANCE FROM THE COMPANY, NO APOLOGY, OR ANYTHING. ALL I CAN SAY IS BUYER BEWARE. I MAKE IT MY BUSINESS TO CHECK REFERENCES THRU THE BETTER BUSINESS BUREAU BUT THIS ONE DID NOT LIVE UP TO THE RATING IT HAS. SALESMAN DID A GOOD JOB OF SELLING, BUT IT WENT DOWN HILL FROM THERE AFTER THEY RECEIVED MY 9,575.00. HAPPY TO FINALLY GET MY MONEY BACK AFTER DEALING WITH THIS FOR 2 MONTHS.

*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. ↩