After waiting almost two days for an answer to this question I've decided to try to fix this on my own. I think I made it clear that this was a pretty big deal and I think anyone in this position would think it was a big deal as well. These sites are important to us and we pay a substantial amount to get forum support and for a template that we hope will work. This one does not and it's not the first time I've tried Gavick templates. I have hundreds of customers for whom I develop and manage sites. I will not be recommending these templates - they look good. In fact they look great, but they don't function and the support is deplorable.
My solution to this issue, which you could not resolve - you didn't even try, is to go with a different, more reliable template company. I regret having subscribed.