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:11/03/2023

  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.

  On September 8th 2023 New south window came to my home as scheduled to install 8 windows and one front door. The main bathroom window was the wrong size and was not able to be installed. The door was damaged at time of install as well as one window. New south was paid in full and will not return our calls or respond to emails to finish our project. I have called their administrative office as well in Tampa and still nothing. My husband went there in person and still we have heard no resolution as to when they will provide us what we paid for. They took our money and are now refusing to communicate or finish our project. Project ****** / Job: O-*****

  

  Business Response

  Date: 11/13/2023

  Good Evening *******,
  The Service manager stated that he tried to call you earlier today. 
  I can have one of my best Service Techs come by your home tomorrow morning if you are available. 
  Please email me back and let me know.   

  Thank you, 

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

  Customer Answer

  Date: 11/15/2023

   
  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. The company reached out to me, sent someone to my home who was very professional and got our project back on track, so we are pleased. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/26/2023

  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 had New South install approximately $75000 worth of windows last November. They installed everything except for the slider in the master bedroom. I had another installation of $27,000 worth of windows last June. Still no master bedroom window. I have called no fewer than 12 times to get them to complete the job. In many instances they never returned my calls. At other times they told me the windows would be installed next week or next month - all lies.The first windows were inspected by Collier County and failed because of a safety catch on the two sliders that were installed. They never came back to fix .

  

  Business Response

  Date: 11/15/2023

  Good Evening! 

  We have the glass needed on order. We have an ETA of late December.  We will have the install done as soon as possible after the unit arrives.  

  Thank You, 

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

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20780938
  
  I am rejecting this response because:
  Ive heard all this multiple times before. Youd think they would contact me. But no. They refuse to return my calls. 
  Additionally, I am not approved by collier county so not up to code. Could be a major issue at time of resale. Also they covered up areas that need to be open for inspection. Plus they left a mess and didnt complete caulking on two sliders. 
  Sincerely,
  
  J ***************************

• Initial Complaint

  Date:10/17/2023

  Type:Customer Service 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.

  NewSouth will not honor their transferable lifetime warranty as advertised. A detailed letter is included with this complaint along with a screenshot of the fact that the lifetime warranty IS transferable to a new homeowner which is exactly what we were told. I have reached out numerous times to ************************** of NewSouth Windows but these calls have all been intercepted by Mr ******************* who refuses to allow me to speak with ***************. I have a window that has failed and I want New South to honor their lifetime replacement warranty. These windows should not be failing so soon after installation.

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 20740773
  
  

  I have heard from NewSouth.  Glass has been ordered and hopefully will be in and ready to install by end of January.  

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

• Initial Complaint

  Date:10/17/2023

  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.

  This is not a serious company.We purchased 10 windows and 3 sliding doors from NewSouth in June of 2021. They have yet been able to complete the job.In the course of this time the company has had numerous failures and displayed complete incompetency as follows - sent a technician to measure openings who was apparently not trained; required a delay as a new tech had to be scheduled.- another delay as they completely lost our job paper work so we were "forgotten" about - they finally scheduled an install in Sept of 2022; a 3 day job was slapped together in 1 day.- rushed/subpar installation did not pass building inspection as the installer did not adhere to the companies own published installation requirements.- fixing the install requires basically a redo for the sliding doors; but we were scheduled multiple service crews instead.- since the install we have just been given a run around and more delays. - No or sporadic call backs and email replies.This is where we are now; in limbo. It's been over a 6mo's (in reality over a year it took a few service crews for them to figure out the scope of work required to properly complete the install) for a window manufacture to produce new frames to fix an improper installation.We've been waiting over 2 weeks for a call back from the production manager just to hear the current status.At this point we'd really just like a refund for the cost of the sliding doors with labor since any other company we bring in is going to have to replace them and the cost of a 2 person cruise since that does factor into the purchasing decision.

  

  Business Response

  Date: 11/13/2023

  We have received your replacement SGD Frame. I would like to get you on the schedule as soon as possible to have it installed. 
  I have sent you an email to let me know what a convenient time to call you tomorrow to get it scheduled?I will have my scheduling department call at that time.  

  Thank you for being our customer! 

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

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20733141
  
  I am rejecting this response because:  There should be 3 SGD frames; and there has been no return communications since I replied to your email with the same note and my availability on 11/14.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 12/04/2023

  No the business has not scheduled or completed the work yet.

   

  We did get a voice mail from them on 11/22 looking to setup a schedule.  However none of our attempts to respond have been returned.

  Left a message with the receptionist @10:35am on 11/27 for to call back.
  
  Left a message with receptionist @3:30pm on 11/28 for to call back.
  
  Left a message with receptionist @9:30am on 12/1 for to call back

   

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20733141
  
  I am rejecting this response because:  NewSouth has been in contact and they have at least scheduled an installation crew for 12/29 to finalize the work required. I am hesitant to say this complaint is resolve at this time but we are at least moving in the proper direction.
  
   
  

  
  

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

  

  Business Response

  Date: 02/01/2024

  On 1/19/2024 the customer was called, and a voice mail was left to schedule a visit.  On 1/30/2024 the customer was called to schedule installation for SGD frames, we left a voicemail and emailed the customer.  On 1/30/2024 the customer responded by email, and we are waiting for a response from them to schedule the installation.  On 1/30/2024 we sent out a request to ********** to extend the permit.

   

  We will continue the push to get this resolved to the customers satisfaction.

   

  Thank you,

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 20733141
  
  I am rejecting this response because:

  On 1/19/2024; call was not to schedule installation.  it was from the production manager to come "see" our existing SGD because there is "confusion" about what is needed.

  On 1/30/2024; was again not to schedule installation for SGD frames; was to setup a visit from product manager or a call to explain why they need to visit.
  

  On 1/30/2024; we responded by email, and scheduled a call for 1/31 anytime after 3pm.  That call never came.

  So we still do not have an install scheduled.
  
  
  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, reissued your permit, reordered your needed parts (all 3 SGD frames), 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: 02/21/2024

   
  Complaint: 20733141
  
  I am rejecting this response because:

  Work is not compete.

  I appreciate your effort towards completing the job.  However, I find it supremely unprofessional that we have to yet again wait for SGD frames; we have been waiting for over 6mos to get them in the first place.  Is there at least a rush on the manufacturing?  What about a proposed delivery date/timeframe?  

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

  

  Business Response

  Date: 03/22/2024

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

  Your permit has been extended and your product has arrived from the factory.  We called and texted you on 3/19/24 and 3/21/24.  Our apologies that we were unable to answer your return call on 3/21/24, however,we did receive your voicemail message. We left you another voicemail today (3/22/24). Please contact us at your convenience, so we can schedule a time to come and perform the necessary work.  Our main phone number is ************ option #2. 

  
  Thank you,
  ********************;

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 20733141
  
  I am rejecting this response because:

     We are tentatively scheduled on 4/2&3 for install; however, we have been scheduled for install with frames previously and never got them.. We'll see how this attempt goes.

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

  

  Business Response

  Date: 04/05/2024

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

  We appreciate your time in notifying us that there was a scheduling conflict on 4/2 and 4/3.  Thank you for letting the team know your availability on Monday 4/8.  We look forward to completing your frame installation next Monday.  Please contact us if there are any needed changes or updates to this scheduled time.

  Regards,

  *****

  Customer Answer

  Date: 04/13/2024

   
  Complaint: 20733141
  
  I am rejecting this response because:

  SGD were reinstalled; and bucking does appear to be within the proper tolerances.  However; the job still has to pass inspection.

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

  

  Business Response

  Date: 04/16/2024

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

  Thank you for taking the time to verify your expectations regarding the reinstallation of your Sliding Glass Doors.  We have left you a voicemail on 4/11 and 4/16, and sent you an email on 4/16, to schedule your inspection and your final stucco work.  At your earliest convenience, please contact us at ************ (option #2) to finalize the date for your inspection.   We will continue to reach out to you through phone, text, and email.  

  We appreciate your time, 

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

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 20733141
  
  I am rejecting this response because:
  

  Thanks I was out of town for a conference last week so availability was extremely limited.  I did get your voicemail messages however your phone system hung up on me when I was trying to reach back out and my email reply was not returned.  I did get a cell call from the service manager however and the remaining items have been scheduled for next week.  Hopefully this can get resolved at after those services are complete.

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

  

  Business Response

  Date: 05/01/2024

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

  Our records indicate that you passed inspection on 4/23/23 and final service was completed in full on 4/26/23.  Please don't hesitate to contact us with any further questions or concerns.  Our contact information is ************ (option 2).

  Once again thank you for your time and patience in us getting your job completed.  

   

  Regards,

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

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 20733141
  
  I am rejecting this response because:

  The main outstanding items are complete however there are still service item still pending.

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

• Initial Complaint

  Date:08/28/2023

  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.

  To receive energy credit from local provider TECO for new windows I must have a line item invoice showing cost of windows and cost of installation. New South has only provided a lump sum invoice. I have tried numerous times over that last few months with no success in getting invoice required. Each time I call CS I am told well send to the salesman, well send it over today, salesman will call you but none have happened. I also text the salesman with no reply. This doesnt seem like a difficult ask and frustrates me that it came to filling a complaint.

  Customer Answer

  Date: 11/15/2023

   
  Better Business Bureau:
  
  All issues have been resolved. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/12/2023

  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.

  Window broke December 2022, window installed too tight. Called and sent pictures to *****************. Tech came out to install new window in February 2023, again wrong window was ordered by ****** in ****** Office, when pictures of window were emailed to Manager *****************. I Called ***************** and was told new window had to be ordered, should be in mid May 2023. I have been calling and emailing ***************** with no return calls. The product is a good window, but this ****** Office staff are horrible, I have been dealing with this clowns since 2019. Took almost 2 years to get this windows, original window were ordered wrong by ****** the first time. The ****** office has been a joke. Received a call today from office about a new window measurement and request again to speak to ******, again not in office. I have ask to speak to regional manager 5 times and they will not disclose information. This office needs a manager that returns calls or at least a person that assists on orders and repairs. I

  

  Business Response

  Date: 06/14/2023

  Mz. *********,

  Thank you for being our customer. I am verifying that your permit was closed on June 14th.  ********************* contact you shortly to schedule your caps and covers.  Your product is covered by NewSouth Window Solutions Real, Lifetime, Non-Prorated - Part and Labor Warranty.

  Please do not hesitate to call if you need anything.

   

  Very best regards,

   

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

   

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20173848
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

  This is for the broken window its under warranty. I called New South Windows in December 2022 to replace the window cracked because the windows put in to take.  They can not locate my replacement window! Again several emails and calls, and its a different story every time you call to get action ! 

  

  Business Response

  Date: 06/20/2023

  Mrs. *********,

  As follow up to my voice message, I have ordered the correct upper sash for your double hung window.  You are correct, your NewSouth products are covered by NewSouth's Real, Lifetime, Non-Prorated - Part and Labor Warranty.

  I appreciate you being my customer; 3 times over.  I left my personal cell phone number on your answering machine.  Please do not hesitate to reach out if you need anything.

   

  Very best regards,

   

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

• Initial Complaint

  Date:06/12/2023

  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.

  We signed a contract with New South Windows December 24th, 2021. The signed contract was for $75,000.00 for new hurricane windows through out the house, a total of 38 windows. As of todays date (June 11, 2023) 29 windows have been installed and 1 that is installed is broken. We have called them several times trying to find out when this project will be completed, falling on deaf ears, never getting a call back. Absolutely NO customer service. We have sent them $50,000.00 with a final payment of $25,000.00 when the job is completed, and passes final inspection. They are now demanding final payment, threatening a law suite. The job is NOT done! If we send final payment, Im afraid they will not come back to finish the job. What an awful way to treat customers with good intentions, all we want is the job completed. Three of the windows delivered were too large for the openings and had to be remade, I dont know if theyve been ordered, they were suppose to be delivered at the end of April, it did not happen. Again, no communication and no customer service. Six of the 9 ********************* not installed sat on our lanai from March to Mid May when we left to head up North. My husband went to New South to speak to the manager ****** to tell him the windows were going to be in the elements during hurricane season. Again, fell on deaf ears, no one came to move them out of the elements. We ended up moving them so they wont be destroyed in case of a hurricane. We have been lied to several times, I dont know how a company like this can stay in business.

  

  Business Response

  Date: 06/20/2023

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

  Thank you for being our customer.  Per conversation with our Market ********** **** I appreciate you committing to paying for the 29 windows we have already installed.  Our next steps include:

  -June 19th - we created a template for ******** window and 2 quarter round Architectual windows. The three products were ordered on 06-20-23.  Once acknowledgment is received from our NewSouth Factory, well will communicate the corresponding ETA.  Upon receipt of the windows in our ******************** warehouse, we will schedule a mutually agreed upon installation date to install the remainder of the windows to complete your project.  Once your NewSouth project is complete and paid in full, you will be covered by our Real, Lifetime, Non-Prorated - Part and Labor Warranty.
   
  Very best regards,

   

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

  
   

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20171759
  
  I am rejecting this response because: New South Windows responded to my complaint June 20th, 2023 and replied they had ordered the windows that were not measured correctly (3) in all. We had not heard anything from them, we put 2 calls to *********************** (Market President) never received a call back. Placed a call to ****** the manager at their ****** Beach location. He was unavailable. We finally got to another person, said he would call back and he did. Only to tell us theyll call when the windows are in. Here we are September 20th, no word on the windows. They still have 9 to install, plus replace one that is broken. (10) total. We signed a contract December 24, 2021! Here we are 1 year and 9+ months later and its still not done. This company has zero customer service. Cant say anything good about them. AND they have most of our money, were holding final payment until they finish and get the final inspection.
  
  **************************************************

  

  Business Response

  Date: 10/24/2023

  I spoke with him this morning his window ETA is scheduled to be complete on 11/6/23 and we will call him and schedule his installation when it arrives.

• Initial Complaint

  Date:06/08/2023

  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.

  On November 12, 2022 we went to the ******************** location and purchased 11 windows. We were told the the installation would be between ***** weeks . The windows werent installed until approx 21 weeks later, on April 10, 2023.. The installers did a good job, the problem was , the job took two days instead of the one day that was promised by the company, so I had to take an extra day off from work. They also came with only 10 windows that fit. The one window over the door , the measurement was over by 34 ins. How that happened after 3 different people measured and came up with the right measurement is still very puzzling to us. Since then we have made several calls to the company with no real answers. We keep leaving messages and nobody return the calls. It is now June 7, approx 2 months later and we are still waiting for this one window to be manufactured by a company that does their own manufacturing. We are also still waiting for the trims that were left lying all over the house to be installed. Now, we are being charged for these windows and the job is not yet completed. How can they start charging us for a job that is incomplete ? And when will this job finally be completed? We are tired of the inconvenience. Can someone please check into this matter please? Thank you.

  

  Business Response

  Date: 06/14/2023

  Mr. and *****************,

   

  Thank you for being our customer.  Your last ******************** is due in the week of July 10th.  I apologize for the delay with this window.  I'm happy you are enjoying the benefits the other 10 provide.  Once your job is complete and paid in full, you will be covered by NewSouth Window Solutions Real, Lifetime, Non-Prorated - Part and Labor warranty.

   

  Very best regards,

   

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

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20154401
  
  I am rejecting this response because:
  We shouldnt have to wait 3 months for this window and it wasnt our fault that they did the wrong measurement . They should have put a rush on it so we wouldnt be going through all this inconvenience . Remember, this is a company who boasts on cutting out the middleman and doing their own manufacturing! And the nerve of them to start charging us for a job that is incomplete. We still have the trims lying all over the house . Nobody cares to come back to complete that either. This is unacceptable!!
  Sincerely,
  
  ***** & ***********************

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20154401
  
  I am rejecting this response because: It has been a week since they installed this last window. I gave them the entire week to  see if someone would get in touch with me regarding the repairs that need to be done. At least let me know what is going on. Nobody has called me to say anything. Today I tried calling a couple of times and I have not been able to reach anyone. It is very frustrating dealing with this company.
  
  Sincerely,
  
  ***** & ***********************

  

  Business Response

  Date: 07/28/2023

  Good ******************* *****************, 

  Thank you for returning my call and talking with me today.  We have the stucco & trim repair scheduled for August 9th.  As we spoke on the phone you do not have to be home for the repairs to be completed.  We will be calling to schedule the inspection by the municipality at your convenience.  Unfortunately, we don't control their schedule. Very soon after the inspection is passed, we can do your final service for Caps & Covers.  

  Thank you for your being our customer. 

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

  General Manager NewSouth ********************

   

  Customer Answer

  Date: 08/04/2023

   
  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.
  I am just hoping that they do show up on the date he has  indicated because they have been a no call no show for an appointment the past.
  Sincerely,
  
  ***** & ***********************

• Initial Complaint

  Date:06/06/2023

  Type:Product 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 purchased an entry door and two windows on 12/6/2022. After 5 different visits from the companys installers the door is now still unfinished and one door has two 1 and 3/4 inch holes that make that side worthless. I have spent untold hours trying to remedy this problem..I have also ask that take the doors out and refund my purchase. After over six months of dealing with them we are feed up. This company should not be in business!

  

  Business Response

  Date: 06/16/2023

  NewSouth did a job site visit today to ensure we were clear about what service issues the customer has.  We are expediting the service parts and will keep in contact with Mr. ****** until the work is complete.

  Customer Answer

  Date: 06/19/2023

   
  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,
  
  Regis Friday

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20151486
  
  I am rejecting this response because: I was in touch with ************* whom at the time of filing my complaint was their VP.  He assured me that the matter would be handled expeditiously so I took him for his word. They are once again in contact with us and are saying that the situation will be taken care of. After giving them plenty of time to rectify the problem its difficult to trust what is being said. We are sitting 9 months out from our purchase and still have an entry door with holes drilled in it. The company has made so many personal changes that we cant keep up with the different names!     We will see what transpires in the future but as of this moment there has been no resolution.
  

  
  

  
  
  Sincerely,
  
  Regis Friday

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20151486
  
  The work has finally been completed but still unhappy with the time it took to get it done.
  
  Sincerely,
  
  Regis Friday

• Initial Complaint

  Date:05/22/2023

  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 May 24, 2022 a salesman for New South Windows Solutions, **** came to our house and we ordered insulated hurricane impact proof windows as well as 3 pocket doors for our entire house. We gave them a deposit of $10,347.00. They finally contacted us in December 2022 that they had our windows and doors and were coming to install. They installed the windows, which were installed fine, however the pocket doors were not. The installers commented that they were the wrong doors, they started cutting the frames and still were not right. We had 3 different installing teams and we are still without our pocket doors. On February 23, 2023, ****** an inspector for New South came to our house, said he was placing an order for two new doors all new frames and we should have them within 6 weeks time. Still nothing! However, today we received a certified letter stating we would have to pay them in full within 10 days, as the job was finished. Needless to say we called them and they stated that someone would come again to see what the problems are.....and our permits have expired as of April, they claim that thewy have a renewal permit. They said they shouldn't have a problem with code inforcement......DO NOT USE THIS COMPANY!

  

  Business Response

  Date: 05/30/2023

  Mz. **********,

  We are scheduled to complete your service this Thursday June 1st and Friday June 2.  As you referenced, our Production Manager, ******, has been working directly with you to this end. We appreciate the opportunity to move your project to completion.  Thank you for being our customer.

  Very best regards,

   

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

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20090435
  
  I am rejecting this response because:

  We will see if they complete the job..this has be on going for months.  When completed, if they show up, I will post to this response.They re supposed to come 6/1 and 6/2. This is a wait and see..
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 06/01/2023

  Received a phone call this morning from New South windows, they cant make it today, June 1st.they state they will be here tomorrow, June 2nd. Lets wait and see..

  Customer Answer

  Date: 06/06/2023

  New South Windows were supposed to come on 6/1, received a phone call stating they would not be able to make it on this day, would come tomorrow 6/2 at 8:00 AM. No one showed we called New South Windows and told them that if they werent in our house by 10:00 AM On 6/2 we were not going to wait around for them.

  They showed up at 10:30 AM. The contractor, ***** and his helper, looked at all 3 pocket doors and agreed the all need to be replaced as the prior teams cut the frames the wrong way. ***** stayed until 5:00PM to complete all 3 pocket doors. ***** was amazing! The job he did was super clean and installed correctly.

  I dont know why this could not have been done professionally like this from day one.  We had to remove furniture and rearrange our schedules three times prior, finally they are installed by *****, now we are waiting for an appointment to finish up with the corking and spackling, and inspection. lets see long it takes for that appointment.

   

  

  Business Response

  Date: 06/14/2023

  Mz. **********,

  Thank you for being our customer.  I appreciate your kind words about ***** and his great work.  ********************* be contacting you to schedule your, stucco/drywall, Final Inspection and caps and covers.  Now that your project is complete and paid in full, you are covered by NewSouth Window Solutions Real, Lifetime, Non-Prorated - Part and Labor warranty.

   

  Please call if you need anything.

   

  Very best regards,

   

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

   

  Customer Answer

  Date: 06/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, once they have made an appointment to complete the work, I will be happy to close this case. However, pending completion it is still open, as we paid in full and the work is still not done.

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

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20090435
  
  I am rejecting this response because: Finally have pocket door sliders installed still waiting for inspection, job was done 6/2/2023. Paid in full, as we were just waiting for inspection, then they could come in and finish the stuccoing . This really is ridiculous!
  Show Business/Consumer submitted responses ONLY.
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 11/13/2023

  We still have not received a date to begin the stuccoing and a final inspection!

  

  Business Response

  Date: 11/28/2023

  Good Afternoon, 

  The final Stucco work is being completed today.  If there is anything else that needs to be completed please call me at the office ************.  

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

  General Manager 

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20090435
  
  I am rejecting this response because: They did do the stuccoing however we are waiting on the inspection date to close the outstanding permit! This is ridiculous, now we have to wait for them to get the inspection done!!
  

   

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

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 20090435
  
  After a year and a half of numerous phone calls (no call backs from them) and new door frames replaced three times, we are finally finished dealing with this company!
  
  Sincerely,
  
  *********************************