Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/11/2024

  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.

  4 windows were replaced at my home and was given paperwork on 08/10/24, prior to installation. It was the credit information on the interest to be charged on the ************** account. I was not informed of this and wanted it changed to pay my bill in full (over $6000) within a year at NO interest. I spoke to someone at the ************************** office on the installer phone and the person (male) told me to scratch out the terms and check the portion that had NO interest if paid in full within a year. I did this and signed the form. I was not able to make a copy, but I am sure the company has this information. I have since received a bill from Synchrony and they are applying interest to my account.I would like for New South to honor my request. I am not asking for any other services and am very pleased with my windows.

• Initial Complaint

  Date:02/14/2024

  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.

  In the last quarter of '23 my wife and I acquired a HEL to and purchased $7000 worth of windows for our existing 3 bedroom family home. At the time, I decided to go with New South Window Solutions, based on a genuine respect and appreciation for the professionalism and expertise, that my son and I felt with then President of ***** Region, ***************************. We paid in 2 installments instead of 3, because this money is allocated and needs to be dispensed. At the time, I assured **** that we would be using NSWS (**********) for the addition. Fast forward to December, the frame was up and a follow-up call went unreturned. After contacting NSWS, I was informed **** was no longer with the company, but assured the new group was just as GREAT. The new **** ************************ was helpful, but certainly more along the lines of "all the other SALES pitches" we turned down for ****'s business.That said, we already had ALL the sizes and garage doors picked, since we'd done QUITE A BIT OF WORK with ************ trying to coordinate our addition being built smoothly with Windows, Doors, and Garage Doors (He'd genuinely cared abouty 3 kids' bunk bed situation). An agreement was reached on totals, this time however, they refused to accept half or more, because it was not how it was written on the contract. ****** insisted on receiving 1/3 of $14k ($4560) upfront rather than $7k for us to have a softer financial blow on the backend. Long story short, February 8, windows finally arrive, install scheduled for next day (2/9). I inquired about a Net15 option to lighten the blow on $9k they wanted on the day of install (2/3 Start of Install & 3/3 on Final Inspection). I was referred to Billing. They refused to accommodate my frustration with their collection practice and verbiage at the time of signing both contracts; ****/Cash. The new Regional Pres. ********************* called me back, from a non-recorded line and chose instead to push our until 3/1; leaving project DIW and subject to further weather damage.

  

  Business Response

  Date: 02/21/2024

  Mr. ******* are concerned on why this payment policy took you by surprise, as you approved and signed at the time of our agreement.  Some municipalities require final inspection, while others do not. But, if there needed to be further communication at that time, we will own that and apologize for the confusion.
  
  However, as you can imagine, we take on a risk when homeowners refuse the agreed upon final payment terms but install the windows anyway which is why we have this policy.   We understand that ********************* and the Team at NewSouth *********** offered you several options that were refused, but ultimately, they all were implementing the company policy, and doing their job, which we hope you respect.
  
  Lastly, we are confident you will find our team professional, and our products and lifetime warranty fantastic.We value our people greatly and do ask that you treat the team with the upmost respect.  We greatly value you also, and as our customer look forward to serving you with the products that were custom made for your home,  with our lifetime warranty.
  

  Customer Answer

  Date: 03/11/2024

  Complaint: 21289181
  
  I am rejecting this response because:

   
  It was an absolutely inappropriate response, given the circumstances, and their response was a copy and pastepaste of what they said in response to my ****** review. They ran out the clock...They were paid over the phone on March 1st and didn't show up until March 3rd to finish the job. It was very unprofessional and an unnecessary stalling of 3 weeks. I personally blame ********************* and ***********************.The job has since been completed, but customer experience is an F-
  
  Regards,
  
  *************************

  

  Business Response

  Date: 03/20/2024

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

  Thank you for reaching out to us regarding your recent experience with New South Window Solutions. We appreciate your feedback and understand your frustration with the delay in completing your project.

  While we strive to uphold our payment policies for the benefit of both parties involved, we acknowledge that there may have been some miscommunication regarding the timeline and payment terms. We regret any inconvenience this may have caused you.
  

  We are pleased to hear that the job has since been completed to your satisfaction. We value your business and aim to ensure a positive experience for all our customers.

  If you have any further concerns or require assistance, please feel free to contact us directly. We appreciate your understanding and patience.

  Customer Answer

  Date: 03/21/2024

  Complaint: 21289181
  
  I am rejecting this response because:
  

  They did nothing to reconcile their Rogue Actors postponing my install 3 weeks. They ran out the clock, didn't even show up on March first...never scheduled my install. It was all just malicious intent. The transaction completed on March 3. The installers were professional and not part of the original complaint. 

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