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:05/15/2025

  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 February 2025, I signed a contract with new South windows. They ordered the windows and they were installed in mid March. After the installation was complete I was given an email address to reach out to for the final inspection. No one ever returned my email. I also had an issue with the sliding glass door, not locking and reached out to them several times on that a week after installation and no one ever called me ******* has been almost 2 months since my windows were installed. I was told not to take the stickers off the windows until after the inspectionand I still have not heard back from anyone at ********* on an inspection date. I emailed them again today and call their office as well. Still no return call or update on the inspection.There are s**** holes that need to be covered by caps after the inspection and they said they will come out and do that after the inspection but its been two months and still no inspection so those caps have still not been installed. I paid them $16,000 Through their in-house financing and I am about to dispute the charge with **************. They were responsive throughout the sales process and prior to installation, but I guess once they get your money, you are not a priority. The service is deplorable. No one ever calls you back.

  Business Response

  Date: 07/10/2025

  Mz. ****,

  First and foremost, thank you for being our customer. As follow up to my voicemail today, I am showing your service events were scheduled and completed mid June.

  Please call me back at **********************.  Your NewSouth product is covered by our Real, Lifetime, Non-Prorated - Warranty for as long as you own your home!

  Very best regards,

   

  *** *******

• Initial Complaint

  Date:05/10/2025

  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 Sept 2024, I signed a contract for ********* to install a new front door on my house. I made a partial payment up front. They installed the door but did not install it properly. When they finished, they asked for a $600 installation fee that I was never informed of, I did not pay it. It is not hung straight, there is light coming through the cracks on the side of the door resulting in bugs coming into my house. Also, when they installed the door, they damaged the drywall around the door. I called multiple times, I went to the **************** multiple times. The last time I went to the office, I showed them the photos and was told the ** would call me but I never received a call. I also still owe them money but will not pay until this is resolved to my satisfaction. But I have also never received an email or phone call regarding the money I still owe, so I guess theyre just trying to make me go away. Shoddy work from a **************. I just want all monies I have paid thus far returned so I can get a reputable business to do the job right.

  Business Response

  Date: 05/28/2025

  Mrs. ******* we have been trying to contact you to resolve any issue you have with your door. The pictures provided we cannot see anything wrong with the operation. Please contact us back at your earliest convenience so we can get service scheduled to ** and make any adjustments needed to your door. As you know once paid in full you have your exclusive non prorated lifetime warranty on all parts and labor. I will have service reach out again and try to contact you. Thank you for being our customer and I look forward to resolving any issues you might be having. 

• Initial Complaint

  Date:02/10/2025

  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 to have my windows replaced in my condo, they required a 1/3 of the money up front so I gave them a check for $6,200.00 which they have cashed. Two days later they called me and told me it is too difficult to do the job and now I am having problems getting my deposit back.

  Business Response

  Date: 02/11/2025

  Hello Mr. ******* I apologize NewSouth was not able to install your project with it being on the 9th floor and no access for a lift. I have attached an email that was sent to you explaining we were processing your refund. I have also attached the second email to you from our regional OM that explained to you a phone call would be made to you to get some information to process this faster. Your contract was on 1/28. Project review was on 1/30. On Monday 2/3 was when we discussed your project in the office and determined with no lift access, we could not install your job. With your check already being processed as normal I apologize this is not a fast refund process. But as the email's we sent you state we had already begun the refund process for you. If anything, else is needed, please reach out to me personally as my cell was attached to the email sent to you. I thank you for being a NewSouth customer and once again apologize we were unable to install your project and needed to cancel it. At NewSouth if we cannot install a job properly, we would rather cancel it then give a homeowner anything less than the best we have to offer. 

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22922875
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 2/26/2025 3:05:07 PM
  They told Me they were sending Me my check back, I still have not seen it and nobody will answer my call or return my phone call. I have emailed two managers and the sales manager with no response 

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

  Business Response

  Date: 04/25/2025

  Mr. ****** unfortunately, due to the lack of lift access as restricted by your **********************, and with your unit being located on the ninth floor, we were unable to move forward with the job as planned. Please know that we made every effort to find a workable solution, but without lift access, it was not possible to proceed safely or effectively. We understand how frustrating this must be, and we truly regret any disruption this may have caused to your plans. Your full deposit has been returned promptly, and we hope this helps to demonstrate our commitment to fairness and transparency, even in unfortunate situations such as this. If circumstances change or if there is anything we can do for you in the future, we would be more than happy to assist. Thank NewSouth Window Solutions of Orlando

• Initial Complaint

  Date:10/28/2024

  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.

  We've been in contact with the business over the last three years, to have a slider door replaced as the gas seal went bad. We also have an issue with our front door that that they haven't been able to repair over the last 4 years. Each time they come out, they state they bring the wrong door and the parts for the front door are on back-order (for three years). They have initiated no contact on resolving these issues and it takes a month or longer to hear back. My wife and I are both at our wit's end.

  Business Response

  Date: 11/04/2024

  Mr. ******** I see we have you scheduled for 11/19 to complete your service. I apologize that with older product it sometimes takes longer to complete. But as you know NewSouth stands behind our products and our lifetime Non prorated parts and labor warranty. You also have my personal cell if you are needing anything after your services get completed. Thank you for being our customer. 

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22484060
  
  I am rejecting this response because this will be the 4th or 5th time they've scheduled an appt and I won't accept the response until all repairs are completed.  It's been almost three years, at which point the doors were less than 4 years old, so the assertion that with "older" doors it's harder to get parts does not work in this case if it had been handled correctly the initial time.  
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 11/23/2024

  My complaint has been taken care of from New South Windows as they showed up on 11/19 and took care of all the issues.  If you need more information, please let me know.

  **** *******

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The following is a brief summary of the key events, attached is a detailed summary of all the events:Windows Ordered 3/17/2023 Windows Installed 6/19/2023 Window Inspection 6/23/2023 Window Trim Installed 7/21/2023 Screen Repaired and Identified 7 Windows that needed to be replaced 8/15/2023 4 windows had scratches 3 windows had internal marks between the panes Only 3 of the 7 replacement windows were installed by **** and ****** 12/13/2023 Upper Window Pane was sent instead of the LOWER WINDOW PANEL (Window 19) 2 of the windows came without the open prairie grids installed Fourth windows grids did not align with the existing window Only 1 of the 4 replacement windows was installed by **** and ***** 2/7/2024 2 of the windows came as closed prairie versus open prairie Third windows grids did not align with the existing window 0 of the 3 replacement windows were installed by **** and ** 3/26/2024 AGAIN, the grids did not align with the existing windows Since 3/26/2024, we made numerous attempts to contact New South with minimal response. They made a proposal on 4/4/2024 that would have involved more windows which was unacceptable to us. The next responses, after being asked several times, didn't occur until May 3rd and then May 30th. Those responses were that they were still working with the factory. The final response, which was on July 15th, was "received" when they were asked if they have received our correspondences. We have not received any communications from them since that final one-word response.Since they have shown that they are either unable or unwilling to produce the final 3 replacement windows, we are seeking compensation of $3500 for the 3 sub-standard windows. We based this on the total cost of the 19 windows; this constitutes the cost of those three panels.

  Business Response

  Date: 09/30/2024

  Mr. **********, I apologize for the past experience's and look forward to completing your service scheduled on 10/01. As promised you will always have the only true non prorated parts and labor lifetime warranty NewSouth offers. You have my personal cell to reach out if you have any further needs. 

  ****

  Customer Answer

  Date: 10/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** **********

• Initial Complaint

  Date:08/12/2024

  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.

  I am escalating this issue in hopes of finding immediate resolve with New South Window Solutions, *******. The issue timeline outlined below for reference. * 2020 - I made a huge investment, replacing all the windows in my home (Invoice # O-5863-1 02)* Dec 2023 - I noticed major water damage to my dining room wood floors, directly under the window * Jan 2024 - New South Window charged me for a home visit to repair said window, confirming that the window was not properly installed (Tech: ********************* January 2024 I've been communicating with *** ********, Service Manager, about this matter to no avail. Per his request, I have submitted photos of the damage and estimate to repair the floor. He has been unresponsive to my calls and texts regarding next steps. Finally, on April 25th he sent me an email stating, "Sorry but Im out of the loop on this, my manager is now the one handling this request." I've asked for the name of his manager to follow-up and have not heard back. Doing business with New South Window Solutions has been very dissatisfying, expensive and frustrating. My beautiful wood floors were severely damaged because the *************************** of the installers. ******************************** owe me for the repair.

  Business Response

  Date: 11/04/2024

  NewSouth stands behind our non-prorated parts and labor warranty. With your two different jobs being installed on 2/19/20 and 6/12/20 it is a normal expectation for routine inspections and maintenance. These are the responsibility of the homeowners as NewSouth has no other way to know if there is any issue to service.  4 years and multiple hurricane events later a leak was detected. Once the leak was reported NewSouth was out and addressed the issue. Thank you for being our customer on two separate occasions. We look forward to serving you with any of your needs moving forward. 

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22132733
  
  I am rejecting this response because:

  Prior to my BBB complaint, New South Window acknowledged that the damage to my floor was result of the poor installation of the window (see my email exchanges with Mr. ***** ********, Service Manager and photos of damage). In these communications, Mr. ******** asks that I provide a cost estimate for the damage. The damage increased slowly & gradually, as water continued to seep through the window over time. This went unnoticed only because it was in a room seldomly used and the damaged area was partially covered by furniture until the damage grew beyond the covered area. My independent contractor and the 2 technicians from ********* Window that made the repair confirmed that the window was not installed properly. Furthermore, my property did not suffer any hurricane damage during the years cited in this complaint. These are new claims being made by New South Window to avoid reputational and financial loss, as the cost of repair is not cheap.

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

  Business Response

  Date: 12/16/2024

  As soon as NewSouth was made aware of any service issues we came out and addressed all issues. All warranty work has been completed. NewSouth has and will stand behind our lifetime non prorated parts and labor warranty. As indicated in the warranty it is the homeowner's responsibility to clean and inspect the product years after installation as hurricanes/weather events can affect the performance if the windows are damaged. After being installed for 4 years "this job was installed in 2020" NewSouth is not responsible for house repairs due to not inspecting or routine cleaning and maintenance being performed during monthly/yearly inspections. We advise all customers to make sure all ********************* are maintained and inspected after any weather events. If inspected and issues are found NewSouth will warranty/service, the product as needed.

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22132733
  
  I am rejecting this response because:
  

  NewSouth continues to deflect, as they selectively disregard the fact that, by their own admission, this window was not installed properly. Reminder an independent contractor and the 2 repair technicians from NewSouth confirmed that the window was not installed properly, which caused the damage to my home. NewSouth has created a false narrative about this window sustaining damage due to hurricane and that the issue is 4 years later. The facts are: 1) neither my home or immediate area had sustained any hurricane damage during the years in-scope;  2) the water leak damage to my wood floors, caused by this poorly installed window, was slow and steady until becoming visible over time; 3) this window is 1 of many windows in the 2-story home, yet the only window with an issue, despite being a 1st floor window tucked away behind an enclosed fence (if damaged by hurricane, the fence would have been damage well before any impact to the window it just didnt happen!)Please refer to previous response including, pictures, email exchanges with NewSouth and estimated cost of repairs.The root cause of my internal damage was due to a very poor window installation by NewSouth.  NewSouth is a fraud company,trying to avoid reputational damage and financial loss. 

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

• Initial Complaint

  Date:08/08/2024

  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.

  They collected the deposit four months ago and said they would install new windows within 12 weeks

  Business Response

  Date: 08/19/2024

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

  I see that we completed your installation in two days starting on August 10th.  We have received final payment and called and left a voice message to schedule your final inspection on August 14th. I will ask ******* to call you again.  

  I appreciate you choosing NewSouth Window Solutions as your provider of choice for your project.  We are blessed to have you as our customer.

   

  Very best regards,

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

   

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered new windows and a new garage door all impact quality over four months ago. I have spoken to the sales representative and the office over 14 times to find out when I can get an install date. I am repeatedly told someone will call me back and no one does. This was supposed to only take 8 to 12 weeks maximum. We are now past 17 weeks and still no install date. I have been asking for answers and still no one calls back with an install date. I am extremely frustrated.

  Business Response

  Date: 08/06/2024

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

  Thank you for being our customer.  I apologize you have not been able to get your project installed.  I have communicated with ***********, our Production manager.  ***** will be following up with you by the end of the day.  We are waiting on the 'struts and springs' for your garage door.  Perhaps we can move forward with the Window portion.

  Very best regards,

   

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

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22087523
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 8/19/2024 8:25:24 AM
  The windows have finally been installed, but we are still waiting for the garage door. It has now been five months and I am told they are waiting for parts. This is long overdue and I believe someone has dropped the ball on this project.

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

  Business Response

  Date: 10/08/2024

  Business

  Most Recent Message

  Date Sent: 10/8/2024 9:09:51 AM
  Mr. ********* job is now 100% completed and he is happy. Garage door took longer to get than expected with missing pieces. Everything is installed and inspected. 

  Customer Answer

  Date: 10/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/30/2024

  Type:Sales and Advertising 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.

  All I want is an email to back up my cancelation of contract

  Business Response

  Date: 08/01/2024

  Mz. ******,

  Per your written request to cancel your NewSouth agreement on 07-30-24, our agreement has been cancelled.  The best channel of communication is directly with NewSouth Window Solutions.  ************.

  Very best regards,

   

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

  Customer Answer

  Date: 08/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/17/2024

  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.

  The easy breeze window dont stay up the door does not shut right and it leaks water

  Business Response

  Date: 08/01/2024

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

  I appreciate you being our customer 4 times over.  I apologize that it seems your EZ breeze may need service.  In the future, please call our office directly at ************.  I will have our market President, ****, call you directly.

   

  Thank you again for being our customer, 

   

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

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22004458
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************************* i called and left **** a message and they have not responded all im asking is for them to fix the issues of leaking and the windows dont operate correctly also the door does not close properly 

  Business Response

  Date: 08/08/2024

  Mr. **********,

  I apologize you have not received a call back.  I could not find a record of your call in our system.  None the less, I will have ******************* call you before the end of today.  I appreciate you being our customer 2 times over!  

  Very best regards,

   

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