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:07/28/2023

  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.

  The installation of some windows/doors are completely wrong. Doors do not close properly, gaps are present, screens do not open/close. That is after numerous IN WRITING complaints. Although the general manager has admitted in writting that they have done a bad job and promised that "they will fix it" they keep delaying, not fixing the issue. We are not even sure if the product is safe to use as hurricane mitigation. They keep on giving postponing.

  

  Business Response

  Date: 11/30/2023

  Service items were noted on 08/08/2023 and all services were completed on 11/02/2023.

  All items were addressed through our lifetime warranty on parts and installation.

  Thank you for choosing NewSouth Window Solutions of Fort Lauderdale.

   

• Initial Complaint

  Date:07/21/2023

  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.

  We had 5 windows, a front door, 3 sliders, and a French door. All but 0ne of the doors have leaked into the house from day one,there have been attempts to resolve the issues but one of the doors still has black mold inside the window ( the repair crew tried to get rid of the mold by rinsing the inside of the window frame)...not even kidding! and two of the sliders were determined to have been installed improperly by a NewSouth repairman on his last visit, so far it has been 10 months that our flooring and some baseboards have been sitting exposed because of the continued water damage, first, they told us 2 months to order the doors then it went to two more weeks now they no longer return phone calls or respond to emails. These are supposed to be lifetime warranty doors and windows that we paid ********* dollars for.

  

  Business Response

  Date: 08/22/2023

  ********************,

  Thank you for being our customer.  ***************, General Manager and *************************, Production Manager, have left messages with their personal cell phone numbers.  Service product isin stock and we are wanting to schedule these services.  Please call *** at your earliest.

  I apologize you have experienced water infiltration.  We are prepared to take additional steps to remedy.

   

  Thank you,

   

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

• Initial Complaint

  Date:01/13/2023

  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.

  On October 18, 2022, nine full frame windows were replaced. Inspection was November 17, 2022. Inspection did not pass because the caulk and exterior trim were installed, making it unable to see the screws. A second inspection was scheduled for December 14, 2022, it also did not pass because of the same reason. An engineering letter was requested. On December 17, 2022 and engineer came to the house and took photos of the windows. I've been calling since then every day to get a response. I've requested to speak with ******************************* (Regional Manager) and ***** (Office Manager) to no avail. As of today, i checked the permit and it is partially approved pending the engineering letter. I have had no contact from New South Windows. I call everyday.

  

  Business Response

  Date: 02/13/2023

  *******************,

  Thank you for being our customer!  I am confirming that your job is complete.  Final Inspection has passed.  Remember, Your NewSouth Windows are covered by our Real, Lifetime, Non-Prorated - Part and Labor Warranty!

  If you need anything, please do not hesitate to call.

   

  Very best regards,

   

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

• Initial Complaint

  Date:12/15/2022

  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.

  I'm filing on behalf of my girlfriend, ************************************. She does not have a computer and does not use one. Anyway, she contacted New South Windows Solutions about replacing approximately ten windows in her home in ***********, **. Their salesman came by, nice guy, and after much consideration, she decided to go with them. This was in early October of 2022. The job was going to be approximately, $27,000.00. On approximately October 14, 2022, ********* gave their salesman a check for $9,150.00 ( Check # *** ) as that was requested by the salesman to get the job started. Approximately one week later the salesman informed her and I that New South's Windows did not meet the requirements for ***********,. The salesman offered her another window, not a New South Window, and after consideration, she declined to go with that window, which only had a five year warranty as opposed to New South's Windows, which come with a lifetime warranty. ********* and I both asked the salesman how long it would be before she would get her deposit back. The salesman stated it would take 10 business days (two weeks). Well, it has been over 25 business days (five weeks) and she has yet to receive a check. I called the ** Lauderdale office, spoke with *** and she said it hasn't been processed. She referred me to the ***** office. I spoke with someone named ***** at the ***** office and she could not say when the check would be processed. I asked to pick up a check at the Fort Lauderdale store today to save some time. That apparently was not a possibility. So, they are now five full weeks without returning a $9,150.00 deposit and no definite answer was given as to when that would happen. So, it seems they have plenty of money to run TV ads but don't have the time to return $9,150.00 given by a senior citizen who needs to get her money back, today.

  

  Business Response

  Date: 02/13/2023

  **************,

   

  I appreciate you reaching out on behalf of ********************  As follow up to our conversation, I am confirming that your refund was received.  I appreciate the opportunity that ******************* provided.

   

  Very best regards,

   

   

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

  Customer Answer

  Date: 02/14/2023

   
  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

  Date:12/05/2022

  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.

  My windows were installed on 9/16/22. I was told that once they sent the confirmation of the installation the inspection would be scheduled. I double checked the the documentation I received and it specifies that once installation was completed New South Windows would automatically set up the inspection. 4 weeks later I called them was told I was supposed to call and set it up. I reminded the person on the phone that their documentation says quite the opposite. I was not inspected until November 14th. That same day one of the workers indicated that he could not finish the job because it took at least 2 or 3 people. He stated that he would call the office to send another person. Another lie. I was calling the office 3 weeks i reached out and again I was told I had to call. Not on any of the documentation. I scheduled Dec 2nd. On Dec 2nd at 7 am I received a call from ***** to tell me he was scheduled to come to my house but had no idea why he was coming. He wanted ME to tell HIM what he was supposed to do. I specified the job and he actually said "I can't come down and do that. I weigh 375lbs and I am too heavy to work on a ladder. I'm gonna call my manager *****." We directly called ***** and he indicated that he would put a crew together. When we did not hear back from ***** we called the main and spoke to the main office. To add insult to injury the person who answered the phone actually had the audacity to tell us to "have patience"! We also reached out to ************************* who sold us the windows. He said repeatedly to call him if there was a problem and he would get it resolved. We did and he sent us to a **** and a *****************************. We have tried to reach out to both. An email was sent to ********************. The lack of professionalism, lack of service, ping ponging between people, workers they employ who don't even know what they are doing that day has seriously run my patience empty. I want my windows completely sealed and done right.

  

  Business Response

  Date: 02/13/2023

  ****************,

  Thank you for being our customer!  As follow up to our conversation, I appreciate you and am glad that your project is complete.  Remember, your NewSouth Window's are covered by our Real, Lifetime, Non-Prorated - Part and Labor Warranty!

  We are only a phone call away if you need anything!

   

  Very best regards,

   

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