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:03/07/2023

  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 purchased windows from New South 11-11-21. They were installed 10-17-22. Yes, it took them almost a year which is another problem I won't get into right now. The problem is one of the windows had a **** that I asked the installers about when they had finished up and were cleaning them just before leaving. They said the window would have to be replaced and they would make a note for someone to contact me about it. It took a month but I finally got a call from ************************* followed by an email on 11-16-22 with instructions to take some pictures and send them to him. I sent them the next morning 11-17-22. Since then I have called New South several times only to be told that ****** is unavailable or off that day. I sent him an email on 1-3-23 and got an autoreply that he was on vacation. I sent another email 1-12-23 and got no response. I sent another email 2-18-23 and got no response. I called again today and was told that he was unavailable. When I asked for his voicemail I was told that she was an answering service that can only respond with script answers. I will attach copies of the emails and my contract.

  

  Business Response

  Date: 03/20/2023

  NewSouth has reached out to the customer and we are scheduled to complete the service on 4/11

  Customer Answer

  Date: 03/21/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  I will accept this response if/when the replacement window is installed. 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/06/2023

  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.

  New South Window Solutions.***************************************************************************************************** ************ ************** Estimator/Job contact professional ********************* ************************************************************* **************** Additional e-mails forwarded to additional individuals:********************************************************** ******************************************************** First and foremost, I want to say that we are very happy with New South Windows, as far as fairness in price, workmanship, and kindness of all parties involved in making our home hurricane impact resistant. We would certainly use this company again and would recommend them to friends and neighbors.The issue here is simple.New south window supplied an excellent product to us.Part of that excellent product involved removing two screens on our front porch lanai to gain access to removing and reinstalling new windows.The contract states that these items are to be replaced.Luckly for us, our job was completed just before Hurricane *** came to call.It was then that screen repairs were held up (statewide) due to this catastrophic event.We contacted our representative *********************** in reference to same, and asked him that if we went ahead and got the screens fixed ourselves, would NS windows honor it.**** told us yes.We then reached out to an outside screen repair company and had those screens replaced.A forwarded invoice to NS Window has gone unanswered with multiple phone calls and e-mails sent to them.The invoice in their possession is for $ ****** The total of our window project was $42,235 and has been paid in full to them as they requested.Now that we await a $****** agreed upon payment to us, it seems that delays and ignoring our request for same seems to be the norm here.As previously stated, we are happy with New South Window, but feel that ignoring our claim and repeated request for payment (or at least some conversation from them) is certainly not customer friendly, considering the cost we incurred to make our home safe.

  

  Business Response

  Date: 03/22/2023

  We apologize for the delay in handling this issue.  We have reached out to the market and they will be handling this issue tomorrow.

  Customer Answer

  Date: 03/24/2023

   
  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:03/03/2023

  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 BOUGHT INTERIOR/EXTERIOR DOORS AND WINDOWS FROM NEWSOUTH A COUPLE YEARS AGO. THEIR JOB HAS BEEN A TOTAL DISASTER AND AN EMBARRASSEMENT THUS FAR I HAVE LITTLE TO THANK THEM FOR AT THIS POINT FOR THEY HAVE CAUSED ME MUCH PAIN AND SUFFERING FROM THEIR BEGINNING TO PRESENT. THEIR WORKERS HAVE TO BE ON DRUGS TO BE SO POOR AT THE SIMPLEST OF TASKS. THEIR POOR WORK IS NOTICED BY EVERYONE EVERYWHERE THEY TOUCHED. I AM SERIOUS GOING TO *** THEM FOR MENTAL ANGUISH AND PROPERTY DAMAGE. I CANT RECOMMEND THIS COMPANY TODAY OR ANY TIME SOON. THEY HAVE ALOT OF PROBLEMS. THEREFORE; NEWSOUTH WINDOW SOLUTIONS ARE YOUR WORST CHOICE IF YOU ARE LOOKING FOR A JOB WELL DONE.

  

  Business Response

  Date: 03/22/2023

  NewSouth is working to make this customer happy.   We are remaking product to satisfy the concerns of our customer.

• Initial Complaint

  Date:02/22/2023

  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.

  Signed contact with New South Windows on April 11, 2022 for 2 windows and 4 sliding doors for $20,879.00. Payment was required before install. Project still not completed.Install of windows did not go well. Took a lot of shimming and caulking. Caulking was sloppy and unsightly. Busted cement on outside window and cracked marble on inside window sill. We expressed dissatisfaction and did not want to proceed with doors since they were not available to install.General Manager said if we didnt proceed with project he would put a lien on our home. NS left & we were very upset. We later contacted them and asked for someone to call. It was 2 wks b4 someone called. Install of doors started in July with numerous problems of product imperfections resulting in replacements. One door has been replaced 3 times due to scratches either on inside or outside of pane. One slider was 2 too short in width. Rep assured ** next panel would be carefully inspected b4 delivery, but it arrived with scratches as well. NS advised scratches could be buffed out and contracted Glass Restoration to fix. One slider was hitting the frame when trying to close door. After reviewing NS said door was bowed & would need replaced. At onset of problems we started to file complaint with BBB. We read on BBBs website that *** had requested complaints be directed to a *** rep to address problems they were having. We decided to try that first. That person is gone now and we are almost a year into this nightmare. We need BBBs help, & hope to prevent others from selecting ***. We have contemplated contacting Tampa news station, Better Call *******. We feel we are due compensation for the repairs needed to clean up the caulking, busted stucco & needed paint on outside windows. We have been told difficult to fix the cracked marble window seal. We are seniors and cant do repairs ourselves. Their Lifetime Warranty means nothing. I doubt this company will be in business for long.

  

  Business Response

  Date: 03/22/2023

  NewSouth has ordered new parts to repair the issues and should have them in the next few weeks. 

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19434951
  
  I am rejecting this response because:
  First of all, we are not waiting for parts; we are waiting for a replacement sliding door.  The installed door is bowed and doesnt close properly.  Their response to everyone is the same, availability will be in a few weeks.  In April it will  be one year that we have had the displeasure of dealing with this company.  
  
  
  New South did not respond to whether they would fix the sloppy caulking, damaged stucco, and cracked marble window sill -or- reimburse ** for having it done.
  
  
  To reiterate, we would like the new replacement slider door installed to our satisfaction, and have the caulking, stucco, and marble window sill fixed,  or a reimbursement for having the repairs done by another company.  
  
  
  **********************************************

  

  Business Response

  Date: 04/24/2023

  We visited the job last week and are working on finalizing the work needed to be done.

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19434951
  
  I am rejecting this response because: NEW SOUTH WINDOWS REP *********************** HAS NOT YET INFORMED US WHAT THE COMPANY PLANS TO DO ABOUT OUR COMPLAINT.  HE CAME TO OUR HOME AND REVIEWED THE PROBLEMS AND ADVISED HE WOULD GET BACK TO **.

  Sincerely,

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

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

  

  Business Response

  Date: 05/10/2023

  We have completed the stucco work on the home and adjusted the door.  *** has talked with the ******** and they are satisfied with the door.  The market president left a message yesterday to follow up and we haven't heard back.  He will reach out again by tomorrow to confirm the project is complete.

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 19434951
  
  I am rejecting this response because it is untrue:

  It is true that *********************** came to our home on 4/20/23.  We were under the  impression the replacement for the bowed door was ready to install.  When ******************** called to schedule appointment I asked that the door be inspected before bringing since previous experiences were doors arriving that were the wrong size, had broken seals, or scratched panes.  His response was, Yes maam, thats why I want to come and take a final measurement and go back to the warehouse to inspect the door to ensure everything is perfect.  
  
  
  ******************* said he would be here at 10:30 on 4/20.  He didnt show until 3:32p.  This can be verified by our Visitor Entry System.  He looked at the door, took pictures and said he would  take his info back to the company for review.  There was no new door replacement!   We showed him the horrible caulking job on windows and broken stucco.  His response was that he felt it was an average caulking job.  His advice was for ** to use painters tape and then paint around the windows to make them look better.  ******************** said we are a window company, not a stucco or painting company, but Ill inquire to see if anyone at *** can do that kind of work.
  
  
  It was obvious that his visit was just to give BBB a response that the customer had been contacted.
  
  
  As for New South Windows response to BBB :  We have completed the stucco work on the home and adjusted the door.  That is an untrue statement.  This can be verified by the Entry Gate logs as mentioned above. The logs date and times will indicate that NO ONE from *** has been to our home since *********************** visited on 4/20/23.
  
  
  This company is deceptive, unprofessional, and hires inexperienced workers.  They do not produce a quality product.  We have been legally advised that we are covered by the Warranty should the product fail.  That is, IF the business doesnt go under. 
  
  
  We have been dealing with this company for over a year, as have many others consumers with the same complaints. We have spent countless hours trying to bring this to resolution.  It has become obvious to ** that we are wasting our time.  Therefore, I advised *********************** that we will hire someone to fix the stucco and paint around the windows.  We will live with the issue of the door not closing properly and hope that it holds up.  
  
  
  I DO NOT accept *** response,  but I do wish to CLOSE the BBB complaint because this is an endless circle of going nowhere.  
  
  
  ***** and *********************
  
  
  
  **********************************************

• Initial Complaint

  Date:02/13/2023

  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.

  New South Window Solutions was to install new windows, 3 panel slider glass door and a front entry door on 1/16/2023. Windows and slider were installed but they did not bring the entry door. The installers were going to get the door and come back to install it, they didn't. They also were going to come back and do the finish work interior and exterior and didn't. They chipped 1 tile next to the sliders and a 1/2" gap between door track and tile not filled/finished, the sliders have paint blemishes on them, the caulking around the interior windows is unacceptable the caulked over paper on window sill, drywall is needed around the sliders interior/exterior, one of the window locks are cracked, brand new screen has a hole, plaster is needed to finish around the exterior windows where foam is sticking out, bathroom window sticks. The crew left this house a mess interior and exterior. Cigarette butts, scrap aluminum, cauking packages, plastic parts. The cherry on top is that they charged me the full amount $34,000+ and the job isn't suposed to be billed till job is finished, in the contract. I've been in contact with the salesman and office and nothing is moving forward. Haven't passed inspection yet because it's not done.

  

  Business Response

  Date: 03/20/2023

  The door and panel have been reordered and we hope to have within the week and then we will reschedule.

  Customer Answer

  Date: 04/01/2023

   
  Complaint: 19387736
  
  I am rejecting this response because: Doors failed inspection from city, cracked window frame (garage), cracked window lock/latch (master bedroom), ripped/hole in screen (guest bedroom), caulking job on all interior windows, screens do not fit properly, paint blemishes on triple sliders (primer showing through paint). Front door was installed 3/31/23 still needs to pass inspection and ****************** (tile work). Front door handle was installed backwards, lock I installed myself.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/17/2023

  We have completed install for the Etting project.  We are scheduling inspection then caps and covers to finish the project.

• Initial Complaint

  Date:02/07/2023

  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.

  Before I am writing this I called on 1/28/2023 the phone number on the BBB site where new south windows asked that before you submit a complaint contact *********************** *******************. Not sure if this person is still there the person who answered the phone sent an email to ******************* and his supervisor *******************. As of 2/07, I have not heard from anyone. Placed our order 11/6/2020 - Windows were installed in 2021 - the issue is one window was incorrect style missing grids and another window needs to be replaced due to quality issue of grids not lining up. The front of my house by this window has stucco damage from the installers that we have had to look at for over a year because they can't get the correct window. We estimate we have been dealing with this for the past ***** months with no resolution. The company has returned approximately 6 times over the past year with incorrectly made replacements. Often times show up with same window that was incorrect from the previous time, or they incorrectly measured the window. Our experience has been once the tech's leave with not having solved our issue they say they will ensure the company knows the issues we have had. The company never contacts us it is always us going to the store or calling. I have left phone messages on 1-09-2023 and 1-15-2023 saying I need an update on our windows and please return my call. As of 2-07-2023 no return call which is what I have come to expect. Last try was on 12-02-2022, we asked for something in writing which he did and said this will go up the chain of command. Still no contact/follow-up.

  

  Business Response

  Date: 02/27/2023

  NewSouth apologizes for the delays, we are working with the factory to expedite the replacement window. Someone from the office will reach out to *************** today with an update.

  Customer Answer

  Date: 04/10/2023

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

  My name is ***********************, complaint #********.  I did not receive any communication from the company which is what I have come to expect but was hopeful.  
  
  Since the time of my filing I have been in the store twice to try and get an update.  On my first follow up in the store on 2-20-2023,  I was told they expected the windows by the end of February or early March.  Also the service manager, ***************** assured me to email him and he will get back to me with any updates.  On ****, I did just that and as of today April 10th I have not received any follow up.
  
  On April 2nd, I again went into the store front in ******************** and asked the front desk person, ***** for an update.  She looked up my information and informed me it was May.  I was surprised and asked to talk to the head of the office, ********************  He was not available. I left mine and my husband's phone number asking for him to call us.  Neither of us have received any follow-up from ******************* nor anyone else.  
  
  Today I have again emailed the production manager of NewSouth Window Solutions asking for an update.  
  
  Please reopen this complaint because I am not getting anywhere with this company. 
  

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

  Customer Answer

  Date: 04/14/2023

  I have heard from the company and we are in the process of getting the issue resolved.  You do not need to re-open at this time.

• Initial Complaint

  Date:01/27/2023

  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 previous owner of my home installed New South Windows Impact resistant windows in January 2019. She died sometime in 2020. She had a lifetime warranty for the windows and I, as the second owner had a 1 year warranty. I bought the home in January 2021, and my warranty ended on January of 2022. In Sept of 2022 Hurricane *** arrived and I had hundreds of gallons of water underneath every one of my windows. I called New South Windows and they said the earliest they could come out was October 28th, despite my telling them that when it rains, more water was coming in, causing more damage. Two men from New South Windows came out on Sept 28th and they apologized to me saying "they must have had a bad crew on that day", and to not do anything repair to the inside of my home until the windows were fixed, as they were likely to leak again. I spoke with New South Windows and they told me that the windows are no longer under warranty and they would do nothing further. My insurance company had an engineer come out and in his report he stated that the windows were installed incorrectly, allowing all the water to come in. Per the report, water had come in before hurricane ***, but the amount of water was small enough, that it wasn't noticeable. Now every room in my home has walls where the drywall has been removed and I am not able to fix the inside of my home until the windows are fixed. I called New South Windows again, stating I had an engineer's report that states the windows were installed incorrectly, and again they told me the windows were not under warranty and they would do nothing further. My insurance company will not cover the windows as they said it was due to faulty installation. I don't understand, if the windows were originally NOT installed correctly, why do I have to pay for their mistakes? How about taking responsibility for your company's actions?

  

  Business Response

  Date: 03/24/2023

  This response was taken verbally by BBB:

  The windows were installed in 2019 and passed inspection. The original owner had a warranty, but the new owner has no warranty. Our warranty requires us to be notified in writing within 1 month of sale of home and new owner only has 1 year warranty, this was not done for this homeowner, Even if it was, it would have been out of warranty as of January 2022. Customer has water intrusion during major hurricane due to failed caulk which is a maintenance issue, not a warranty issue.

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 18939003
  
  I am rejecting this response because: Per the engineer from my insurance company, the windows were installed incorrectly.  (My insurance declined the claim because the installation was faulty.)  Per a new window company, your installers put a piece on the outside that should have been on the inside, and that you did not use custom sizing on the windows and that is why there is an inch of caulking on the side of every window, (making the windows fit by using more caulking).  A month after the hurricane your own people came out and had to put caulking underneath every window and put screws into the windowsills.  The installation on these windows was just shoddy work, even your people apologized to me saying they must have had a bad crew on that day.  These windows were a problem just waiting to happen, but you make it sound that I, as a layperson, should have realized the problem sooner and called you.  It sounds like you are blaming me, and I feel the blame is on you.  Every person I have talked to is surprised to hear that a company with your name, size, advertising etc., refuse to fix a problem you created. You are making me pay thousands of dollars to fix your mistake. But that is just me, in a larger sense, what you are saying that anyone who buys a new home, should check and see if the windows put in by New South Windows, and if so, hire a window company to come out and check the windows before they buy the home.  If they don't, they could end up like me, with catastrophic damage to my home and having to replace impact resistant windows that are only 3 years old.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/16/2023

  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.

  Properly reinstall windows. Windows have been leaking in heavy rains and we are worried there is black mold behind the drywall. We have been told by a contractor that in order to make the windows fit they filled the space below the windows with inappropriate caulking.... To remedy the problem with just adding more caulking would only be a temporary fix as the caulking shrinks with time. Old caulking needs to be removed and replaced with proper caulking. Im not sure if this means removing the window completely and reinstalling it or what. The young man they sent out to evaluate the problem said the boss would have to be the one to determine the final solution. After many phone calls and weeks of waiting no one has contacted us.

  

  Business Response

  Date: 01/27/2023

  We have reached out to schedule a job site inspection and are waiting to hear back.

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18815937
  
  I am rejecting this response because: It hasn't happened yet. This will be the second inspection and it has been delayed till Mon, jan 30 @ 10:00 AM.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 01/30/2023

  First of all, I didn't send those pictures. they are not from my camera. 

  Second: This has been going on for over 2 years. My windows have been leaking and We had to get rid of a rug because of it being water soaked in April of 2021. 2022 brought new leaks from multiple windows. 

  Third: They sent a young man out to see the problem and he took pictures. 

  Fourth: They have scheduled meetings with One of their inspectors but twice they cancelled. 

  Fifth: The instillation was totally wrong according to the code. I have had a person look at it and we know it was installed with major flaws. The moldings are pealing off and the Caulk is shrinking due to exposure to the sun. 

  Respectfully, 

  *************************, 

  Captain 747, ****** Airlines, Retired

  

  Business Response

  Date: 02/10/2023

  NewSouth is in contact with the ********, we have tentatively set up a job site next week to make a proper accessment and plan to resolve any issues.

  Customer Answer

  Date: 02/11/2023

   
  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:12/21/2022

  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.

  My project was completed and paid in full on November 1, 2022. New South agreed in writing to refund me $125.50 due to costs incurred by me for issues with the project. Further, on November 15th a supplier to them Sunbelt Rental has sent a notice to owner to me to protect their rights to lien my property should New South fail to pay them. Note this was sent AFTER I had paid in full for the project. I need New South to refund the $125.50 as agreed on November 1, 2022 and have Sunbelt Rental provide a release of lien

  

  Business Response

  Date: 01/12/2023

  We have completed all items and refunded the $125 agreed to.

  Customer Answer

  Date: 01/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: The scaffolding subcintractor hired by New South is Sunbelt Rental. ************** has sent an official notice to owner to preserve their right to lein my property should they not be paid in full by New South. I need a formal waiver of lein from Sunbelt Rental in order to close this matter. It is the responsibility of New South to pay their subcontractor and secure a lein waiver to substantiate this.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 02/27/2023

  We have resolved all issues on this project with **************.

  Customer Answer

  Date: 02/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: The scaffording subcontracor used by NewSouth (Sunbelt Rentals) filed a notice to owner to protect their right to lien my property should they not get paid.

  "When a subcontractor files a Notice to Owner, the property owner (or lender, if there is a loan for the project) is responsible for making sure that they are paid, and should request that their general contractor have all subcontractors sign ************ when they are paid."

  I have asked repeatably for a lien waiver to be completed by Sunbelt Rentals and delivered to me. This is basic construction 101 and has been the case for virtually every construction project I have commissioned. New South, as the general contractor needs to follow through with their subcontractor and have them deliver a lien waiver to me. Then, and only then can I consider this project complete. This is a very simple request and New South could quickly remedy by simply contacting Sunbelt for this action.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 03/21/2023

  We have sent ************** a copy of the lien release from Sunbelt as requested.

• Initial Complaint

  Date:12/19/2022

  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.

  Job started on 11/8/2021.During installation of the 4 eyebrow windows, the homeowner noted that they did not fit properly and brought it to the attention of the installer in-charge.He agreed and said they would have to be left in place until windows could be manufactured and installed. New South installers had to return to the job site 3 other times before they installed correct fitting eyebrow windows on 11/8/2022.Also, the hurricane screws securing the windows to the house, numerous screws were not installed properly. This was brought to the attention of New South. On 12/12/22, in the late evening New South installers returned to the property and reviewed all windows and found numerous places where windows screws were missing and or improperly installed. The installers worked late into the evening checking all screws and making necessary corrections to install all screws properly. New South submitted to the financing company, *************** that the job is complete. Synchrony payments start as of 12/27/2022. Final inspection by the county inspector is not completed. Finish trim work is not complete. We do not want to pay before eveything is correctly completed and signed off by the ************* County inspector. We do not want to pay until all windows and trim are properly installed and properly secured. Also, we do not want to pay until all New South Window Solutions stickers are properly removed and all windows are professionally cleaned. We do not expect to incur any late payment fees. Compensation by window company for our inconveniences over the last 13 months is expected.

  

  Business Response

  Date: 01/12/2023

  The inspection has been completed and the final punch list is scheduled and will be completed next week.

  Customer Answer

  Date: 01/13/2023

   
  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,
  
  ****************************** And ****************************