Complaints

This profile includes complaints for NewSouth Window Solutions, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NewSouth Window Solutions, LLC

  10741 Crossroads Commerce Blvd Tampa, FL 33610

  
• 

  NewSouth Window Solutions, LLC

  3300 Bonita Beach Rd STE 160 Bonita Springs, FL 34134-4167

  
• 

  NewSouth Window Solutions, LLC

  3125 Lakewood Ranch Blvd STE 112 Bradenton, FL 34211-5010

  

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:01/04/2024

  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.

  Installation not complete after many months, door opening on wrong side, new panel ordered and installed after two months. Other panel flipped to fixed side, several large holes from trim attachment, installer said we need another new panel. i said I could accept with financial consideration. Overall workmanship very sloppy and DISAPPOINTING. No attempt to repair extensive damage to interior plaster walls. Several calls to New South for "trim" repair or just to talk to a responsible person, ****** then ***************, last three calls not returned. So far all I get is sympathetic receptionists.I need help to resolve this poor work and poor customer relations.Is Construction Defect Statue 558 my only hope? I hope not.New South should be embarrassed by this workmanship and customer response.I paid top dollar for substandard efferts.

  

  Business Response

  Date: 02/01/2024

  On 1/11/2024 spoke to the customer about the issues that he felt were never addressed.  On 1/15/2024 received acknowledgement on eta of ordered parts (eta of 2/12/2024).  On 1/30/2024 spoke to the customer and informed them that their product was on order with an estimated eta of Mid-February, but we are trying to expedite that timeframe.  Communicated with the customer that we would contact him tomorrow with estimated stucco work timeframe after the panel is installed.

   

   

  Thank you,

   

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

   

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21097591
  
  I am rejecting this response because: I accept that replacement door is due mid February BUT I never received call promised the following day,

  I requested someone come out to visually inspect shoddy work and damage to our house and give me a plan to resolve this complaint.

  My patience is wearing thin and New South doesn't understand the extent of the poor workmanship on this "installation".

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

  

  Business Response

  Date: 02/21/2024

  Dear Mr. and *****************-

  
  Thank you for your time during our recent conversations.  Since those contact points we have performed a job site visit and reordered your needed parts (the *** panels and frame) to address your concerns.  We are awaiting receipt of them to complete your job.  We appreciate your patience as we continue the process to completion.  We will contact you with the eta as soon as we receive it.  Once we receive those, we will contact you to schedule the service installation.  Once again, we thank you for your time and correspondence.

  
  Regards,
  *******************

  Customer Answer

  Date: 02/24/2024

   
  Complaint: 21097591
  
  I am rejecting this response because: We hope the action noted actually will happen but until all the damage to our house is repaired to our satisfaction this response is only an in-process statement. This situation has gone on for many months without resolution, we hope the new  service rep. *************** will be a man of his word and complete this project.

  02/24/2024
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/22/2024

  ****************-

  Your permit has been extended and your product has arrived.  Thank you for your time in communicating your availability for scheduling competition of the necessary work.  The Production Manager has confirmed you are scheduled for installation on 3/29/24.  Please call us at ************ option #2 if you have further questions. 

  Regards,

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

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21097591
  
  I am rejecting this response because: New South ******************* reported new replacement to be installed 3/29,  a sub-contractor did show up with no idea what the job required, his assessment and concerns were reported to New South and communicated to us we would receive a call Monday  4/1 to discuss the situation. No call all week, so Friday I called the sub-contractor who assured us a call would be coming from *********. No calls.
  I didnt respond to BBB because we MISTAKENLY believed New South, they are either dishonest charlatans, incompetent or just arent concerned about their customers.  The sub-contractor had concerns about the scope of the repairs and lack of quality of the installation.
  

  
  

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

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21097591
  
  I am rejecting this response because: A New South contractor crew came today (in the rain) to install new door panels, after all the work to remove the old panels then install the replacement panels it was obvious the new panels were about three inches too small so that the ends of the panels did not line up properly. The installers had to break everything down and reinstall the original panels. (in the rain) New panels the correct width must be reordered. This ordeal never ends! I requested the company call me.
  

  
  

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

  

  Business Response

  Date: 06/18/2024

  ****************-

  Thank you for taking the time to allow us the Job Site Visit last Friday.  We greatly appreciate your business, and time, as we are committed to completing your job. We have ordered your replacement product and are awaiting an updated ETA. When we receive the updated ETA, we will contact you.  If you should have any additional questions, please contact us at ************ (option 2).  

  Once again, thank you for your patience and understanding as we continue to completion.

  Regards,

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

• Initial Complaint

  Date:01/04/2024

  Type:Product 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.

  We ordered 5 new Patio doors from *********************** ************************************************************** at the ******************** office on November 14th, *************************** September of 2023. One of the doors was damaged during shipping which the installers pointed out when it was unboxed. They said they would put a repair order into ***. On October 8th, I followed up with our sales person *********************** to make sure the repair order was in process. Since that time I have followed up 6 times with no response. I also have called and left a message for the ******************** store manager explaining the issue with no response. Terrible customer service, but just want the door repaired.

  

  Business Response

  Date: 02/01/2024

  Replacement parts were received on 1/29/2024.  Spoke to the customer on 1/30/2024 about when their service is scheduled.  Confirmed and communicated that their scheduled service is to be completed on 2/7/2024 in the afternoon.

   

   

  Thank you,

   

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

  Customer Answer

  Date: 02/13/2024

   
  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:12/15/2023

  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.

  My issue started with the installation back in July 2023. They installed the windows in 1/3 the time they estimated (one day instead of three), which should have been my first red flag. They were a no show on day one, then showing up at noon on day two, then rushedeverything to finish on day three. Our new door was broken during shipment, which took three months to replace. Then the inspection came. Failed. Not one window had the proper number of screws. Bear in mind that the documentation for each window has a drawing of how many screws and where to place themliterally instructions that I can understand and follow. Several of the windows would either not open easily, or simply would not stay open. Then we noticed that one window was manufactured incorrectly (it is literally lopsided) and they just shoved it in without any note of it.After COUNTLESS calls that were not returned, here we are at five months in with a defective window and a front door that doesnt have the appropriate screws. We still dont pass inspection.They sent a guy out yesterday, who said Oh, I cant fix the door since I dont have the proper tools. How the h*** do you send someone out that cant do the work. Today, another new person came out to get an idea of what needs to be done. Apparently, the previous three werent enough. He is my final hope. I hate that Im forced to behave inappropriately, but my next step will be to make up a sign or two and just sit in their ******************** office telling everyone not to buy their windows from New South Windows. If the police show up, I hope they will understand my frustration. I dont like the idea of doing this, but I cannot think of any other options. Im literally at my **** end. They should be ashamed of making such a mess for me after I chose them for my windows. They have turned this expensive upgrade into a nightmare. I learned an expensive ******* but will do whatever I can to educate others.

  

  Business Response

  Date: 02/04/2024

  The customers issues were all completed and resolved on 1/30/2024. Caps and covers are left to complete as an inspection was also scheduled for 1/30.  *********** manager will be call the customer to schedule that final piece.

  Customer Answer

  Date: 02/05/2024

   
  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:12/01/2023

  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.

  Double entry door installation started September 15th - - issues were identified / acknowledged and items were being fixed - - after 5 trips fixing some of the issues - - they still had two open issues - - which they now seem to want to ignore - - telling me they are going to order the part(s) and set a date - - my follow up calls do not get thru leaving voicemail - - and no return calls. The upload section will clarify the dates and details.

  

  Business Response

  Date: 02/01/2024

  Service was completed on 1/12/2024.  Left a voicemail with the customer to confirm their service expectations were met on 1/30/2024.

   

   

  Thank you,

   

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

  Customer Answer

  Date: 02/02/2024

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

  Customer Answer

  Date: 02/02/2024

   
  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:11/29/2023

  Type:Sales and Advertising 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 June 15 I had four new hurricane sliders installed with outside handles. three of the doors are correct, one has the handle on the wrong side because the man who measured submitted the wrong order to the factory. I just want this problem resolved. it might seem trivial, but it's not to me.

  

  Business Response

  Date: 02/01/2024

  The customer was not pleased with the handle orientation on their sliding doors.  The handles are unable to be switched to the opposite side/orientation.  *********** Manager has reached out to discuss options on how the customer wants to proceed.  Left a voicemail with the customer on 1/30/2024.

   

  Thank you,

   

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

   

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 20933696
  
  I am rejecting this response because: no voice mail was left.  this seems to be so typical of this company they either ignore your or lie.  IF he did leave a message, what phone number did he use, I only received on call on Jan 30 that ws from ************
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/21/2024

  Dear **************-

  
  Thank you for your time during our recent conversations.  Since those contact points we have performed a job site visit and reordered your needed parts (the *** panels with the handle configuration you confirmed) and are awaiting receipt of them to complete your job.  We appreciate your patience as we continue the process to completion.  We will contact you with the eta as soon as we receive it.  Once we receive those, we will contact you to schedule the service installation.  Once again,we thank you for your time and correspondence.

  
  Regards,
  *******************

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 20933696
  
  I am rejecting this response because: there WAS no site inspection.  I don't understand why they have to lie.  yes I have been told the doors have beens ordered -- but I wait and see.  

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

  

  Business Response

  Date: 02/22/2024

  Dear **************-
  
  Thank you for your time today in talking to us.  We appreciate the conversation around the timing and confusion for your project concerns and correspondence.  My apologies as I should have noted that the previously discussed job site visit just happened to be on one of the days you had reached out regarding your concerns (02/02/2024)causing the confusion in timing.  We appreciate your correspondence and communication.  We have ordered the replacement panels and reached out again for an eta.  As soon as we get the updated eta, we will contact you. Once again, thank you for the correspondence and communication.
  
  Regards,
  ********************;

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 20933696
  
  I am rejecting this response because:  I am not a rejecting New South  response, but I would like to give it from my prospective.

  *************************, who has been wonderful to work with came over to my house to do a "handyman fix" to the to door handle. He did this on the same day that I had sent a certified return receipt letter to the President of PGT so I never put "The two and two together that New South Window considered this the site inspection, I can only agree with everything when the new doors with the correct handles are installed.

  It does seem a shame that you have to send a certified return receipt letter to the President of the overall company's CEO  in order to try and get a problem resolved. It should never have gone this far but I thank you the Better Business Bureau for helping me resolve this issue.

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

• Initial Complaint

  Date:11/27/2023

  Type:Order 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.

  On July 7th, 2023 i contracted with NEW SOUTH WINDOW SOLUTIONS of **************, ******* for the installation of TWO windows in my home. I was assured they could match with the existing windows, so I agreed to hire them. I paid a one-third payment of $1700.00 as a deposit. On October 2, 2023 we had an appointment for installation. When the installer saw the project he realized and after conversing with his general manager it was decided to cancel the project and return my deposit. They have sent me no infor on when I could anticipate my check. No matter how hard I try they never give me any information except to say that the contract was cancelled. I have repeatedly asked for e-mails to confirmation what they tell me, however, it never happens.

  

  Business Response

  Date: 02/01/2024

  On 1/30/2024 spoke to the customer about their concern.  Customer stated they had no ********************* currently installed in their house and requested a return of their deposit due to the length of time that has transpired.  Approval for deposit refund was granted and submitted for processing on 1/30/2024.

   

   

  Thank you,

   

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

  Customer Answer

  Date: 02/02/2024

   
  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:11/17/2023

  Type:Order 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 10-19-2021 we signed a contract with New South Window Solution based upon an approval for financing. On 11-3-2021, the wrong windows were installed. Our contract clearly says clear windows. When I discovered the dark green windows, I immediately was texting the representitive (*****************) with pictures that these windows were not what we ordered, and my request to have them removed with the correct windows was blatenly ignored. I did however, receive several phone calls that they installed the windows before getting a final approval for financing, and wanted me to re apply which I did. There was something clearly wrong with their system, and they requested I pay cash. I explained, that I will pay them once they put the correct windows in and finish the job. These windows are way to dark and it affects my Father who we take care of with Alzheimer's. Several months go by with ignored requests, and no return phone call from a manager, all of which I saved on my phone. On September 28, 2023 I receive a collection notice from *****************************. I immediately hired an Attorney and disputed the collection still requesting they install the correct clear windows that was in our contract with a date in writing by 11-13-2023, and completion no later than 12-13-2023. I will then pay them the full remaining balance. We sent the dispute to Centurion and New South Window Solutions. There again has been no response or reply, and the ***************** will not drop it because New South Window Solutions is their customer. I have exhausted every avenue to resolve this matter, and I can not believe a Company operates with such Carelessness.

  

  Business Response

  Date: 02/02/2024

  After looking into the project in detail I have read the contract and there is no mention of clear glass. What it specifically says is eVantage. That is our 366 low-e glass (green hue). We have explained when we are able to talk to the Homeowner that we only offer 2 types of glass the 366 low-e and the 340-turtle glass (blue hue). We have exhausted all lines of communication with the Homeowner whether it be email or phone calls and have had no response to us. We are open to discussion on what might be the best opportunity to complete the project for ********************. 

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 20884398
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/05/2024

  We have provided evidence that the work order clearly states CLEAR glass.  I have sent numerous messages within days of installation that these windows were not what were ordered and shown to us by the representitive, *****************.  When my Attorney took the case for us, he wrote several letters with evidence of our work order, and to this date, there has not been ONE response from anyone to his letters, so to say you have exhausted all lines of communication, is simply false.  I have attached the most recent letter written to New South Windows, and PGT Innovations, and attached with that is the prior letters written to New South Windows, and Centurion Collection Agency.  I believe with these letters written beginning Oct. 20, 2023, there is enough self explanitory evidence that New South Windows has failed to try to resolve any issues, and in fact, proves that the Business is covering up the simple truth of exhausting any communication, let alone all.  These letters written were also sent by mail with a signature confirmation, so in case the contact information got lost again somehow, my Attorney can be reached at the top of all letters.  

  Sincerely,

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

  

  Business Response

  Date: 02/12/2024

  Good afternoon.
  
  NewSouth believes that there has been a misunderstanding regarding the windows that ****************** contracted to receive. 
  
  The contract specifies that the glass for the windows will be:
  Unit ********************************************* Low-E
  Clear Glass
  
  All NewSouth windows contain two panes of glass.  For the exterior glass, customers can choose between 366 Low-E glass (green hue) and 340-Turtle glass (blue hue).  For the interior pane of glass, the customer can choose to have clear glass or obscured glass. 
  
  NewSouth does not fabricate windows that contain two panes of clear glass, because windows that are fabricated in that manner do not block heat or UV rays.
  
  ****************** was advised of these choices and was shown a 6 by 6 piece of 366 Low-E glass, as well as a 20 by 30 window made of the 366 Low-E glass, prior to her ultimate agreement to have the windows fabricated in the 366 Low-E glass.
  
  As previously stated, NewSouth is open to discussion on what might be the best opportunity to complete the project for the Babcocks. 

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 20884398
  
  I am rejecting this response because:  
  Yes, we believe there has been a huge misunderstanding regarding the windows we thought we ordered.  So far, that is all we agree upon.
  
  I am requesting proof that we were shown a 6 x 6 piece of 366 low-E glass, as well as a 20 x 30 window made of the 366 low-E glass prior to installation.  Since we are endlessly going back and forth on what we thought we ordered and what you have available for fabrication, my challenge is where is the evidence that we were shown this option?  Is there any checkmarks or initials next to the low-E glass (green hue)? My saved messages to/from ***************** and myself dating back to Aug. 17th, 2021, had a choice of grids and how many windows were to be ordered.  He could not get that straight, nor the financing.  In fact, on Nov. 9th 2021, I have a message from him suggesting to put my Dad with Alzheimers on the loan, but no message or call back from anyone in regards to the dark green tint I sent.  If your representative can not get any details correct in regards to the amount of windows, the grids, the measurements, or the financing prior to installation, how do you expect anyone to believe we were shown 2) low-E 366 windows, and if given a choice, why wasnt I shown the Low-E 340?  
  
  Your response previously has been that we have not responded to you, however, my evidence proves otherwise.  I am still waiting for a response since Nov. 4th, 2021 (the day after installation) from management to respond to my calls and text messages with pictures that show how dissatisfied we are with these windows.  
  
  Since we were not shown a sample of the 340-turtle glass, I do not know if I would like it or not, and the 1st time I saw the 366-Low E glass was when it was installed, and I noticed how it made my whole house extremely dark and depressing, which is NOT good at all for any of us, but especially my Father with Alzheimers.  Therefore, I believe the only solution here is to ***** me the funds to replace these windows with another company that will leave out the dark tint.  
  

  
  

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

• Initial Complaint

  Date:11/14/2023

  Type:Order 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.

  Paid New South Windows of Bonita Springs, FL $10,000 for new windows. Broke a marble sill, many cosmetic issues and a faulty screen still needing repair. Unreliable in that I received unexpected calls saying the crew would be there within an hour to do the job and then waiting up to 3 hours for them to show - only to find they did not have anyone who could communicate in English and I do not speak Spanish. No follow-up by any personnel. See attached documentation.

  

  Business Response

  Date: 11/16/2023

  Good Morning Nancy, 

  We contacted you via email on 10/30 to get your repairs scheduled.  My Apologies that we did not reach out since then.  My Service Department will reach out before noon today, 11/16 to get this scheduled and wrapped up.  Thank you for your patients. 

  Thank you, 

  Patrick Kohler 

• Initial Complaint

  Date:11/14/2023

  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.

  New windows and doors were purchased on Feb ********************* August. Once all were installed, two of the slider doors were the wrong doors ordered and one of the portrait windows had a deep visible scratch. They advised to ******* the salesperson which I did. He stated that there were errors on the doors and verified the window indeed had a deep scratch and mentioned that they would replace them. Fast forward to today Nov 2023, still no repairs have been completed. No timeline and every time I call, no one really knows what is going on with my repair. I had one rep ******* me after I left several messages and she wasnt aware that the doors needed replacing. I called again today 11/13/23 and they mentioned that they would look into it and ******* me back. Nothing as of yet. I called my salesperson again and he stated a lot of people have changed positions.Bottom line, I am getting the runaround and not getting the services that were purchased and the replacements as they advised. Its been 3 months since the install and still with o correct doors, and damaged windows.We went with New South thinking that they were a reputable company, however, they have been nothing but elusive in getting the repairs completed. It will be nearly a year since these windows and doors were ordered and we have not had closure. Furthermore, they havent so much have been inspected (the good windows) by the City for compliance and to make sure they are in accordance the the state regulations.

  

  Business Response

  Date: 11/16/2023

  Good Morning **********************, 

  My apologies for the wait on the *** panels swap out.  We have completed that on Monday, 11/13.  The picture window is still on order and has an ETA of mid December.  Thank you for your patients and we will get the window replaced as soon as possible. 

  Thank you, 

  **************************;

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20864450
  
  I am rejecting this response because:

  This is part of the problem with your company. I received a call from today ******** 11/16) that the window has been in the warehouse and it is waiting for me to schedule the day for install and yet you tell me mid December. 
  Another employee called me last month (*****) that the window was done and that the ***s were not.

  They installed the *** on Monday (11/13) but when asked about the picture window no could find anything that a replacement had been ordered or waiting for install. The frustration of no one really knowing what is what and where is where is prompted this compliant. As mentioned, it is hard to recommend New South to anyone after this. Out of all the window companies out there, I figured you would have had your stuff together. 
  I will call tomorrow and see what window you are talking about since you state mid December and this was ordered before the ***. I just want this resolved so that I can move on with inspection. 
  Thank you for your response.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/08/2023

  Type:Billing 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 shortInstall and charged in full on August 17, 2023 for 2 impact windows and 2 impact sliders. Inspected on September 7, 2023. Called *** ******************** office numerous times for completion of job. Rarity they call back, if they do they tell you someone will call you to fix problems/finish job. No one ever calls!!! No company should be allowed to collect payment on a job until the job is complete. They receive payment and then never finish the job! This is criminal and unethical. New South Window Solutions should be closed down by the ****************.

  

  Business Response

  Date: 11/15/2023

  Good Afternoon, 

  I'm sorry to hear that we dropped the ball on communicating on your Stucco work needed and trim work.  I will follow up with the stucco team and assure you get scheduled as soon as possible.  *********** Manager will call you to follow up Thursday, 11/16. 

  Thank you for being our customer and we hope to have your project complete asap! 

  **************************;

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20842880
  
  I am rejecting this response because: This is a repeat of the same response your company gives, in which there is never a phone call, therefore never an appt, therefore never a completion of the job!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/01/2024

  On 1/30/2024 we talked to the customer, and they are not happy with the stucco work that was done.  On 1/30/2024 the customer was scheduled to have ********************* on 2/15/24.

   

  Thank you,