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:12/14/2022

  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.

  New South windows installed hurricane windows and sliding glass doors on my home on oct ***** 2022. One SGD was noted to have scratched glass to be replaced at no charge by New South. One Nov 15th they had their service technician come to "clean up" the doors and windows of installation related blemishes. This technician noticed a second SGD glass panel was scratched and indicated he would report it to the office. On Nov 17th another panel was found to be scratched. I emailed the ************************* at New South to make him aware. Since that date, I have emailed him on Nov 28th and Dec 9 to confirm he had the information about the additional two scratched panels. I have received no response. I called the ** office and left a message for ****** to call me regarding this issue on Dec 6 and Dec 13th and have not received a call. WE have paid for all products and services in good faith the outstanding issues would be resolved but as a result of NO RESPO**E we are notifying the BBB. We also have discovered jewelry came up missing during the time the installers were in our home. We have notified our bank and disputed the final payment on this project since it is not complete.

  

  Business Response

  Date: 01/13/2023

  We have left **************** a message in December with no response.  NewSouth has ordered panels to replace scratched units we anticipate receiving in the next 1-2 weks.and will attempt to schedule service once we receive and QC the product.

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18569505
  
  I am rejecting this response because:

  The manufacturer is not telling the complete truth.  Yes, they left a VM after hours a couple of days after the initial complaint was submitted but I actually spoke to them the next day and was informed the replacements would be avaiable in mid January.  I am waiting to see if this is completed as promised.

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

  

  Business Response

  Date: 01/27/2023

  We are scheduled for the service on February 14th

  Customer Answer

  Date: 02/02/2023

   
  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:12/01/2022

  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.

  New South began installation April 2022. Job has not been completed or inspected by Lee county. Wind damage from *** revealed windows not installed correctly and leaked causing damage to interior walls and floors. The installer did not use any caulk or flashing on the exterior of the windows. I asked NS to reinstall the windows correctly. They sent crew and reinstalled but did not weatherproof around exterior. On one window, there is a 1/2 gap where you can see insulation through the wall.. They did not install any window trim like original or reinstall large sun blind. NS states that they provide a lifetime warranty on windows and installation. I called and they said they would call back but havent. I am afraid to start repairs because they may state that I voided their warranty. They have neglected to call back since the very beginning of the installation process on other various issues as well. It is very difficult to get them to respond and attempt to correct issues. I dont think they have a crew capable of proper installation in order to fix it. They are not keeping up their part of the contract and I am tired of the fight. I want out and to be able to fix it myself at this point.

  

  Business Response

  Date: 01/11/2023

  We have talked with ************** and he will let us know when he is available to complete the repairs he needs on his project.

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18491306
  
  I am rejecting this response because:  I have sent them my response on 10 Jan.  I have incurred over $27,000 in damages to my home because of their negligent installation of windows and doors.   I am expecting them to pay for these damages as a result of this.  They have had four different installers at my house and the installation is still not weatherproof or would pass inspection.   I don't think they have anyone capable of doing the job correctly.  I want to an outsider to come in and finish the work correctly and pay for damages incurred.   They advertise they guarantee their products and installation for life.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/13/2023

  NewSouth has visited the home and our customers complaint about water intrusion fails to note that the customers walls only have plywood on them, no tyvex or siding to seal the home.  We can not be resonsible for water infiltration if the walls of the home aren't sealed.

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18491306
  
  I am rejecting this response because:  New South reinstalled my windows and by doing so admits liable because they did not use caulking or flashing and underneath the homes exterior sheathing.   2nd, their installer used the wrong fastners on the vinyl siding and J channel.   Industry standards states to use nails with 5/16 diameter or screws with a Truss or Pan head.  3rd, one of the photos show a 1/2 hole after they reinstalled it.  If they unwilling to pay for the damages they caused, I believe I can prove my case in court. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/27/2023

  NewSouth has tried to get to this job site to inspect what needs to be done and ************** hasn't set a date.  Being transparent his homes exterior walls had no siding or vapor barrier when we installed the windows, so the customer stating neglegance on sealing his home from leaks is impossible without a sealed envelope.

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18491306
  
  I am rejecting this response because:  I have been out of town taking care of 2 sick in laws and scheduled as soon as I got back.  The vapor barrier is off because it was torn off because their installer used the incorrect fastners while I stalling the vinyl siding and J channel.   Also, the water leaks was a result of the first installation that was done incorrectly and the installer never used any caulk around the window openings.  Additionally,  they cut the sheathing out and installed directly into the house framing.  On the 2nd and 3rd attempt of correcting the problems of the first installation,  they left a 1/2 gap on the exterior wall.   They have never addressed the entry door issue either. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/23/2023

  ************** we understand you were out of town, please call our office to set up an appointment, we have left voicemails to call ** to schedule.

  Customer Answer

  Date: 02/25/2023

   
  Complaint: 18491306
  
  I am rejecting this response because:
  It is not accurate.   I was out of town in January but contacted them on 24 Jan as soon as I returned.   A manager visited my house on 1 Feb to investigate my claim.   He called me on ******************************************************************************************************************************** to schedule appointment to resolve still pending installation issues.   Service manager finally contacted me on 24 Feb and scheduled for 22 March.  Have not heard from the insurance company yet. There was no voice mail during the time frame of 24 Jan and 24 Feb. 
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/30/2023

  This response was provided verbally to BBB:

  The business came out to hang the door, however issues are not resolved.

  1. They had to order a door sleeve, which has not been received.

  2. They have not followed through with 6 screens.

  3. A couple of months' ago, they admitted liability to damage to my home and indicated their liability insurance would contact me.  I have not heard from them.

  

  Business Response

  Date: 04/17/2023

  NewSouth completed the job on 3/22. We called the customer on April 18th to advise we have the trim and screens. We are waiting on the permit renewal and final inspection which has to be completed before we can put on the trim. The screens will be installed at the same time as the trim, after the final inspection. Our insurance company has reached out to the customer in regards to the damage claim and will be processing the claim per their policies.

  Customer Answer

  Date: 05/01/2023

   
  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:11/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our windows installed 9/6/22. We were told the company would return after inspection to finish putting on caps and some finishing strips. The inspector came out 3 days later, and everything was approved. We called the company the next day to let them know the inspection passed and they could come out and finish the job. We have called the company 4 times since that day-with NO results. We have also emailed the company and have spoke with 2 representatives from the company. Still NO results.

  

  Business Response

  Date: 12/12/2022

  We have reached out to set a date to finish the project and are still waiting to hear back.  We have tentatively set up December 22nd.

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with new south windows over a year ago to have a new front door and some windows replaced to hurricane resistant standards. The contract was signed approximately in the fall of 2021. Approximately the spring of 2022 new south came to my house to install the products. Upon arriving, they only installed the door and one window. The employee at my house told my wife that they incorrectly measured the other windows prior to their arrival and would have to be installed later. Hurricane season arrives in ******* during the summer and fall months. I had to spend money to cover the windows in question that were not replaced. I thought that the windows would have been installed by this time and had to compensate for their incompetence. I emailed ***** multiple times and each time he told me that they are waiting for the windows to be done. I'm wondering why it takes many months for some windows to be done. I feel that at this point I'm getting the run around and that they are prioritizing the larger/newer contracts that have been signed after me.

  

  Business Response

  Date: 12/12/2022

  We are in communication with ******* and apologized for the delay.  Due to supply chain issues and the complexity of the windows we are making we have pushed the completion date.

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18384265
  
  I am rejecting this response because: New south windows failed to mention to BBB that the delay of over 1 year now was primarily caused by the incorrect measurement of the windows by their employee. The windows had to be re-measured and resubmitted to the manufacturer through no fault of the homeowner and causing undue delay to install said product. The majority of the windows/door purchased are manufactured by a company outside of new south windows thus preventing any control of manufacturing speed and quality control. Request that remaining windows be placed on the front of the manufacturing list and installed within 30 days or request full refund due to extremely long wait time for product installation. If I knew up front that new south would take well over a year to do this job, I never would've agreed to do business with them.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/13/2023

  We expect to receive the needed windows the first full week of February, once received and QC'd we will schedule to complete the project.

  Customer Answer

  Date: 02/13/2023

  This is a continuation of a previous unresolved problem with this company. In the last thread of my complaint new ***** windows state that the remeasured windows would arrive the first week of Feb '23. After waiting for well over a year for job completion they have ignored my attempts to call them and now have stopped answering my emails in a timely fashion. This has problem with new south windows since NOVEMBER 2021. It is now Feb of 2023 with no end in sight!!! Although they may provide an answer to appease BBB they still do not resolve the issue with the consumer. The never-ending excuses on why they don't finish the work goes on and on.

  

  Business Response

  Date: 02/27/2023

  We have all products but and unusual shape to finisht the project.  Some parts for the shape are on backorder and we don't have a definitive eta currently.  We will call ******** every 2 weeks and keep him updated.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 18384265
  
  I am rejecting this response because: This response from new south is just another variation of the same response that they've always given. The last response prior to this was that the remaining windows should be ready by the first week of February. It is now the last day of February as of this writing and I have not received ANY call or email from the company about completing the job. I have tried to call and email them but they have not responded back at all. They have NOT been calling me every 2 weeks with updates. They are completely silent and have ignored my attempts to contact them. It is now approaching one and a half years since signing of contract with no end in sight. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/16/2023

  We have scheduled installation for 4/17

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 18384265
  
  I am rejecting this response because: Since not hearing from new south windows for months I decided to give them yet another call as to the status of the remaining windows installation. When I called the receptionist she stated that the windows were ready for install. Immediately, I was wondering why they hadn't contacted me sooner about this new information. Like magic they were available to install the windows the following week (4/17) after I contacted them. In other words, I believe they weren't too concerned about having this project completed asap until I called them. Right after they were done with the remaining installation of windows I called them yet again (4/17) to schedule a county inspection. They informed me that someone will get right back to me. After not hearing from them for a few days I decided to call them yet again (4/21). They told me to hold while they transferred the call. I was placed on hold for approximately 30 minutes and then the line disconnected. As of this writing (4/24) I have not heard back from new south. With every step of the install process I have not seen any urgency, care, or concern for the customer.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/01/2023

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

  Thank you for being my customer.  As follow up to your last post, I am happy to respond that your project installation is complete.  Upon completion of your final inspection and payment in full, we will be providing a Real, Lifetime, Non-Prorated - Part and Labor Warranty on your NewSouth Window Project.

  Very best regards,

   

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

  Additional information from Business:

  Anticipate having permit renewal from County by this Friday eta is based on past experiencemunicipality cannot/will not provide etas of permit renewals.

  I see notes in the system on **** and 5-2 where Our ****** team has been in communication with our customer.  **** was a call from our *********** was outbound.

• Initial Complaint

  Date:11/01/2022

  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 have a window with a crack covered by duct tape. It survived the hurricane, and we thought this might be a good time to replace it. We contacted New South Window Solutions and they sent a salesman to give us an estimate to replace the window on 11 October 2022 shortly after the hurricane. After some discussion we senior citizens (80 & 91 years old) went ahead and signed the contract to have that one window replaced at a very high price of $2814. We made the mistake of giving them a deposit of $938 on our credit card. On 20 October we decided to cancel the contract. We contacted the office and asked for an email to confirm our desire to cancel the contract, and we send them the email. Subsequently the salesman, the office manager, and, we were told, a representative from their corporate office all said "NO". They would not refund our deposit. That is terrible. We ask that you do what you can to get our deposit refunded and make note of our complaint so that any people who contact you will be made aware of their method of doing business and not be taken as we were. Yes, we signed the contract, but the situation of our age, the hurricane, and the price are such that we believe they should refund the deposit. Thank you

  

  Business Response

  Date: 12/07/2022

  We have talked with this customer and come up with an acceptable solution for both parties.

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a contract with NewSouth Windows on January 18, 2021, for 11 hurricane/impact windows. The contract specifies the timeline for delivery and installation. Due to COVID issues, the initial installation was delayed and commenced on July 29, 2021. The first crew NewSouth sent had traveled down I-75 with my windows, unprotected, in the pouring rain, in the back of an open yard trailer. They were filthy and scratched - do not look new at all. The "installers" installed three windows, one of which they completely broke but installed anyway. The two windows in the master bedroom were installed poorly and are filthy dirty and scratched. When the "installers" arrived the next day, I asked them to leave and not to install anything further until I communicated with NewSouth. The main installer threatened to put a lien on my home for the $300 he believed he was due for "work" performed on July 29. I called NewSouth and spoke to Stephen L******. He did not believe that the windows were delivered damaged and dirty. Mr. L****** sent out Todd, a service manager. Todd agreed that the windows that had not been installed yet should be cleaned, reconditioned, and that installation would happen in the next few weeks. Todd also found that the dining room window was completely broken by the installers and would have to be remanufactured. He assured me that all of these issues would be addressed. Absolute lack of communication on the part of NewSouth as to when the next "install" would occur. A different crew arrived on 12/3/21. They installed all the aforementioned filthy, scratched windows. When the workers left and my husband returned, we discovered that ALL windows had sashes that were bowed/sagging. We are now awaiting the THIRD manufacture of the sashes, and they still have not cleaned up or completed any of the work, including damage to exterior stucco and drywall. It is now 15 months since this "installation" began. Thievery on the part of NewSouth.

  

  Business Response

  Date: 12/21/2022

  NewSouth has reached out to the customer and we hope to have the project completed soon

  Customer Answer

  Date: 12/22/2022

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

  The BBB complaint was filed in October and NewSouth has just reached out to us in the last week.  The last time any representative was at our home was on June 20, 2022.  This delay and inaction is wholly unacceptable.  Not one window has been completed, and it is now 17 months since this project started, and almost two full years since the contract was executed.  NewSouth has breached the contract and has done NOTHING to rectify the situation.

  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 01/13/2023

  Unfrotunatly the customer isn't letting us complete the work they require and haven't paid the commencement payment contractualy agreed to for the work completed.  The NewSouth legal department is reaching out to move everyone toward a reasonable resolution.

  Customer Answer

  Date: 01/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  NewSouth's assertion that we are "not allowing them to complete the work" is false, misleading, and a total fabrication.  I called Stephen ******* (I have phone records to prove this) on December 21 and 22, 2022, after he phoned my husband.  I left messages and the calls were never returned.

  NewSouth was last at my property in June 20, 2022, so I would argue it is they who have not made any effort to complete the substandard and incomplete work.  Where have they been the last seven months?

  Payment number two was not made at the first install as their subs broke windows and delivered filthy, bent product.  I was not going to pay NewSouth $13,000, with another 6+ outstanding, when they had done NOTHING - as they have continued to do since January of 2020.

  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 01/27/2023

  We have agreed to a plan to address concerns about the project with the *****.   Our production manager walk the project on the day we schedule for repairs and create a plan to solve the issues both parties agree need to be repaired.  

  Customer Answer

  Date: 02/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I don't see a way to keep my claim open until the issues are solved.  I am please with NSW's efforts to resolve our issues.  NSW is scheduled to come on February 17 to attempt to complete to project to our satisfaction, i.e., what we contracted for.  Further discussions/negotiations will need to happen to come to a resolution on the final contract price, as two years plus have passed since the contract was signed and the project is not complete nor are the windows up to standard.

  
  
  Sincerely,
  
  
  
  ***** ****

  Customer Answer

  Date: 02/21/2023

  In reference to my complaint with NewSouth windows, I am afraid to say I must re-open it. One technician arrived on Friday with the same busted-up, filthy, original windows, that have been sitting in a warehouse for a year. The promise of the production manager showing up did not happen. The technician spent two hours cleaning caulk and glazing out of the windows, and they still looked terrible.  Project is not complete.
  
  Please give me direction on how to re-open my complaint.
  
  Sincerely
  
  *********************

  

  Business Response

  Date: 02/27/2023

  NewSouth experienced some issues with our glazing equiptment that effected **************** project.  The necessary product has been reordered to complete the job.  Our production manager didn't neglect ************, his schedule notes got crossed missing the appointment at her home.  We apologize for the error.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 18241916
  
  I am rejecting this response because:

  New sashes have been ordered. Until they are installed, and the project meets the contract guidelines, I will not be satisfied. The current defective windows have been in situ for 19 months and have not been finished, nor cleaned, nor the caps installed.

  I do appreciate the production manager coming to my home to do a walk-through. I sincerely hope this matter can be resolved in the next 60 days.

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

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 18241916
  
  I am rejecting this response because: I am writing to supplement my original complaint against New South Windows.  After a phone call with the regional manager, *******************, back in January, an agreement was reached:  I would make payment number two, new sashes would be fabricated, and all windows would be completed and up to contract specifications. We would then discuss the amount of discount to be applied, which, to me, should be in the thousands of dollars. ************** assured me that we would end up with a final product that was satisfactory.  The last time I received any communication from New South was **************************************************** that I needed to make payment number three, of more than $6000, and  they would only reduce the original contract price by $400 - after I have waited two years and NOT ONE window has been completed.  This is beyond unacceptable and a total breach of every term in the contract.  I demand completion of my project or a partial refund so that I can hire a reputable company to finish a project that has dragged on since January 2021."
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/30/2023

  NewSouth has reached back out to ************ to discuss an adjustment to her project.  We have done all ************ requested on her job at our expense and hope to find a reasonable compromize.

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 18241916
  
  I am rejecting this response because:

  they have not done one thing that I have requested. This project is two years old and not one window has been completed. This response is a farce.

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

  

  Business Response

  Date: 06/07/2023

  We have worked with ************ and agreed to terms, additionally we are going out to provide service on the project on June 17th. 

  Customer Answer

  Date: 06/09/2023

   
  Complaint: 18241916
  
  I am rejecting this response because:

  terms have been agreed to, but the project is not complete. I will not dismiss this complaint until I am satisfied with a window project that has dragged on for two years and has cost $18,000.

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

  Customer Answer

  Date: 06/14/2023

  *****,
  I am very hopeful that NewSouth will complete the project on Saturday, June 17, to the contract specifications.  I will contact BBB Monday to provide an update.

  Sincerely

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

  Customer Answer

  Date: 06/19/2023

  Unfortunately, my complaint regarding  NewSouth Windows is not resolved. Two installers arrived Saturday with seven sashes. I am still missing eight screens, and the windows have never been cleaned, nor the caps and covers installed. I made a partial final payment and Im waiting to hear from NewSouth as to when professional cleaning will take place, I will be provided my eight screens, and the caps and covers will be installed. 

  

  Business Response

  Date: 07/12/2023

  NewSouth has called ************ to set up the completion of the screens to finish the project. We are waiting for her to call us back to schedule and completet the final items on the punch list.

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 18241916
  
  I am rejecting this response because:

  NewSouth is lying, again.  They HAVE NOT tried to call me.  I was going to call them, but I am sick and tired of things not being done as agreed or in the timeline promised, so I have been waiting for them.  My phone number has not changed.  This project has now passed the two-year mark.

  Also, it is not just screens that are missing.  NewSouth delivered filthy dirty, damaged windows two years ago and has NEVER removed excess caulk, glazing, or removed the scratches in the vinyl.  NewSouth agreed to make the windows look "NEW."  

  I await their call to schedule CLEANING the windows and delivering the 8 screens that are missing.

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

  Buyer beware.

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

  

  Business Response

  Date: 08/16/2023

  We have completed the project with ************ and she has made final payment.

  

  Business Response

  Date: 08/16/2023

  We have completed the project with ************ and she has made final payment.

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, Full refund of deposit in the amount of $3,734.00 and cancel contract. Reasons being:1. Sales rep came to my house. Quoted me price for windows. I was hesitant. But said I would sign. He started preparing the paperwork and said he had made a mistake. The price quoted was wrong because forgot to quote me the cost of bronze on the out and white on the in. I told him this was a bait and switch. He said it wasnt, it was his fault and that he would take a little bit off the price. Contract signed on 2/1 called for the windows to be delivered and installed within ***** months. 2. Later I noted the color on the contract still listed the color incorrectly. And the screen size was noted as half and not full. Important because double hung windows should have a full screen. 3. On April 19, The rep sent email that they had been trying for some time to reach me to sign another addendum. But not for my house. I responded as such, he said admitted this and sent one which showed the corrections.4. Assured windows to be installed sometime in July. 5. I was contacted by CS when I inquired and was told they would call every two weeks w/ update. This lasted about 6 weeks. 6. July 27, the sales rep texted he needed to redo the financing agreement, odd because already done in February. He said it would expire July 30. I checked, everything was fine. But he said it already expired. Asked when windows would be installed and he said no more than 3-4 weeks. 7. Late August I called CS for options to cancel and didnt want this sales rep to contact me. 8. Told on August 23 windows ready but they still needed the permit. I said after Sept 14 best as was out of the country, have not heard a word since. Because of poor customer service and the bait and switch and reading all these other bad reviews, I have no confidence that the windows and screen doors would be correct. Best for us to go our separate ways.

  

  Business Response

  Date: 12/16/2022

  We have completed the job with the exception of a door configuration error that we have order the replacement for.  The job will be completed by early January.

• Initial Complaint

  Date:09/23/2022

  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.

  March 14, 2022 we ordered a new glass and metal front door (****** Full Lite with two sidelights), and two sliding glass doors from New South. On June 23rd, one of the sliders and the front door where installed by a sub-contractor of New South. The front door and side lights had been mis-measured by New South and the installer used a vinyl strip they purchased at ********** to install the two glass side panels to fill the gap, and they did not put anything behind the vinyl strips. He assured me this would work out ok. Additionally, the caulking for the front door was done extremely poorly and the door continues to be unlevel. I had emailed photos and my complaint to the general manager and two other employees on July 18, and phoned and left messages several times to employees at New South, no response. On August 2nd, ****, an employee came to add caps to the front door and had been directed by the company to take their own set of photos. **** stated he had not seen such a horrible install in his career at New South or elsewhere. He did not install the caps on the front door because he assumed New South would ask someone to come reinstall and repair the bad caulk job. I have left phone messages through ******** to *****, ****'s manager, and *************************, the *** as well as the sales person *******************************, and I received no response whatsoever. I am seeking a partial refund so I can hire a door installer to redo the install. I have received quotes of $750-$1000 to do properly complete the work. New South has been paid in full even though the work was unsatisfactory, I assumed the client's satisfaction and proper install would be front and center, I was mistaken. I appreciate any support that can be provided by BBB to help us resolve this matter.

  

  Business Response

  Date: 10/20/2022

  We are scheduled to finish repairs on 10/22

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/20/21 we signed a contract with the rep from New South Windows out of ******************** to have 12 windows and our 2 front doors replaced. At the time we were informed that the process would take ***** weeks to accomplish which we were fine with. In April they come to measure the windows again. In November, after months of doing phone tag with company and a couple more visits for measurements and a trip to their ****** office, I am informed that the windows are in but they are doors and the permits. I informed them that I had been tracking the permits on the website and they had been approved 2 weeks ago. (11/22/21) We agreed that we would start putting the windows in and hope the doors would show. On 12/13/21 they started the window install. One window was put in already broke and they were missing one window. They also informed me that day my doors were in. On the second day of the install, I was told that they had ordered the wrong doors. (two individual doors instead of the French door) In May of 2022 we are told by one employee the doors have been in for 2 weeks. Now the permit has expired. We said have everything ready to go by 9/1/22 because we were leaving for the summer. At the end of August, no permits yet. Now the city says New South licience expired. This has been a year and a half project still with no end in site.

  

  Business Response

  Date: 09/10/2022

  NewSouth has requested the extension to the permit, once we receive it we will schedule to finish the job.  To be clear our license hasn't expired, we assume the customer misspoke or confused the permit with our license.  We will check to see if our extension is complete Monday then reach out to the customer.

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17929113
  
  I am rejecting this response because: This has been the same response from the company for months. In May 2022 we discussed with New South the expiration of the permit and were told that they would work on it. We gave them to the first of September to rectify this issue with no results. Either a more aggressive resolution to getting the permit extended is needed or we might start seeking a monetary compensation for our time and patience on this project.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/15/2022

  NewSouth has received the updated permit and is working with the customer to schedule the project.

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 17929113
  
  I am rejecting this response because: It has been over a week now since the last response of "reaching out to us" was sent to the BBB. Have not received any calls, text, emails about completing this job now that the permit has been extended.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/09/2022

  Type:Billing 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.

  Paid over $8,500 to the company for 5 windows to be installed. Windows were poorly installed. While the windows were being installed, I pointed out several issues and even called NewSouth while the installers were still there. The installers did not make any changes to correct the issues I pointed out to them. Windows are uneven with one another, not plumb, sashes not straight, lock broken, gap in upper and lower sash, lock hard to latch, windows no centered, several screens damaged, screens not straight, screen have excess screen around the gasket, one screen isn't secured by the gasket. There may be other issues I am forgetting. I never received a call from NewSouth so I called them back. Was told the soonest someone could get out there would be 2 weeks. I scheduled the date and time they had available and took off of work. The supervisor who was supposed to come at 11 text me 10 minutes after he was supposed to arrive saying he couldn't make it and I would need to reschedule.

  Customer Answer

  Date: 08/29/2022

  I still have not heard from the company. I called the company this morning, however was told the supervisor (*****) is in a meeting. Was told I would be given a call back...

  

  Business Response

  Date: 09/14/2022

  NewSouth will take care of any issues ************** has, unfortunately we don't have any notes in our system of him calling us about any issues.  We are reaching out and will schedule the necessary staff to go fix any issues the customer has. 

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17907688
  
  I am rejecting this response because: They have not responded to the complaint and I have not been called back or emailed from the manager.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/07/2022

  We have reached out to the customer to schedule service and at this point he as refused.  NewSouth is anxious to address any issues ************** has to complete his project.

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 17907688
  
  I am rejecting this response because:

  I have NOT refused for New South Windows to come fix the problems. When I originally scheduled them to come and review the issues to fix, the manager didn't show up. He texted me AFTER he was supposed to arrive and said he couldn't make it. After several attempts to contact them, and then creating a BBB complaint, I finally heard back from New South. They said they will work around my schedule to come back to see what they need to do to fix all of the many issues. They were unwilling to accept pictures and videos of the poor installation and damaged products.

  I emailed them 01/05 letting them know 01/10 was available at 5PM, however they never responded.
  

  
  

  Since that date has past, I can do any of the following:

  
  

  01/30 @ 5:15 PM

  01/31 @ 5:15 PM

  02/07 @ 5:15 PM

  
  

  Thank you for helping to get this resolved!

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

  

  Business Response

  Date: 03/20/2023

  We are replacing all 5 windows for ***************  He will be contacted every 2 weeks until the new units are received and scheduled.

  Customer Answer

  Date: 03/21/2023

   
  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,
  
  *******************