Complaints

This profile includes complaints for NewSouth Window Solutions of Orlando, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NewSouth Window Solutions of Orlando, LLC

  820 E Altamonte Dr Altamonte Springs, FL 32701-5002

  
• 

  NewSouth Window Solutions of Orlando, LLC

  1220 E Altamonte Dr Altamonte Springs, FL 32701-5010

  

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

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON November 17th I woke up after a heavy rainstorm, I went to open the blinds at the window and when I stepped on the floor water came up through the vinyl floor under the window, after further investigating I saw that both windows in my bedroom were leaking, and I had visible water damage to the walls and baseboards around the windows. I just had my final inspection of the installed windows a few months ago. I called New South and a few days later they sent someone out that said the window frames were not sealed properly and he fixed both windows. He performed a water test by taking a bottle of water and pouring it on the bottom of the window to see if it was leaking. I was a bit confused if the leak came from the top how would you know if it was leaking by that test however I hired at my own expense ********************* they did a moisture and mold test in my bedroom as the drywall was cracking away from underneath the window and discoloration on the baseboard and floor not to mention the musty smell. The test showed that one window still had 88 percent moisture he said the drywall would need to be replaced, I am waiting for the mold report. I spoke with *****, he said he couldn't get anyone out until after the holiday to do the repairs. I called 11-27-23, 11-28-23 and again 11-29-23 finally I was able to talk to ***** he said he would call me back with a date as of tonight again no date for repairs. The baseboards are now separating from the drywall, and it is not getting any better but worse. I don't want more damage to my home and any potential health issues. Unfortunately, the installers complained the day they put the windows in that room said they had a difficult time, and I was worried about that as they struggled getting them in the opening correctly.I cant get **** mgr to call me, I have emailed everyone in the company I could and nothing 11 days later. I can't even sleep in my room after paying thousands of dollars for new windows and no response

  Customer Answer

  Date: 11/30/2023

  I called New South Window yesterday, ***** said he would call me with a date and time someone could come to my home for repairs, no call, I sent an email no response, I called the office this morning 11-30-2023 at 11:08 am I was told "***** is in a meeting". I asked please just let me know if you are planning on repairing the damage from the leaking window, the company has been saying they are going to fix it for two weeks which if they had no intention of doing just let me know so I can stop any further damage to my home.

  The ********************** signed off on my final inspection on August 14, 2023, the windows were likely leaking all along, but it was not noticeable until we had had rain for two days, 

  The ********************** indicated I should contact DBPR, can you also advise other avenues, I can't believe a local business would take advantage of someone like this. It is not as if the windows have been installed for years.

  Thank You in advance for your help
  

   

  Business Response

  Date: 12/21/2023

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

  First and foremost, thank you for being our customer.  Everyone at ****************************************************************** appreciates you more than you know!  I am confirming that our Orlando Market President has been to your residence to evaluate and address your valid concerns.  During ****'s visit, it was determined that just prior experiencing water infiltration in your home, you had exterior Storm Shutters installed.  **** identified the lack of exterior sealant along the top side of your shutters.  **** will also be present when you have a third-party water test to confirm that the water intrusion is being caused by the exterior storm shutters.  We are here for you and will address our responsibilities as needed.  Your NewSouth Window products are covered by our Real, Lifetime, Non-Prorated - Part and Labor Warranty for as long as you own your home.  We are only a phone call away!

  Very best regards,

   

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

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20935940
  
  Thank you for your response, first I would like to say that **** has been helpful, **** will be at my home on 12-22-23 to do a water test in the window frame, hopefully this will show no leaks as I had to have repairs done at my own expense since mold was causing a health hazard for me. 

  I did have shutters installed and yes, the leak could have been contributed from that as well as the corner in the window that was not sealed, at this point all entries have been sealed around the windows and the shutter, currently I have zero moisture reading in that wall, hopefully after Freds window frame test that will still be the case. For peace of mind, I would like the corner of the window frames sealed if at all possible either way, but I will speak with **** about that on Friday.
  

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

• Initial Complaint

  Date:10/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 7, 2022, New South Windows completed an installation of 7 windows at my home for ~$11,000. Prior to the installation I was advised by the person who came to measure that I did not need to move my property, as installers would take care of that to gain access to the windows. On the day of the installation workers had to move several sheets of drywall that was in front of two of the widows. In front of that drywall was a pair of bolt cutters that I had laying on a piece of insulation. Upon my return from work I was unable to locate the bolt cutters. I inquired with the installers and they claimed not to have seen them. It should be noted I inspected the home prior to their arrival and saw the tool was there and no one else was on site on that day.
  
  
  After several calls I was able to get ahold of the installation manager "Dan" and brought his attention to the issue. He later got back to me and stated they would purchase a replacement. The last information I received was on March 1, 2023 when I was advised by the installation manager that the information was being sent to "Fred" so he could make the purchase. I have since left messages requesting a manager for the branch to make contact with no results.
  
  
  It's also worth nothing that the work area was not cleaned after the work was completed and no one had returned to reinstall missing screw caps after completion of the inspection. Otherwise the windows are real nice.

  Business Response

  Date: 10/20/2023

  Mr. *******

  Thank you for being our customer.  We appreciate you more than you know.  As follow up to my voicemail, please call me at your earliest convenience.  We will take care of the situation you referenced.  Your NewSouth Windows are covered by our Real, Lifetime, Non-Prorated - Part and Labor Warranty.

   

  I look forward to hearing from you.

  Very best regards,

  Rob S*****

   

• Initial Complaint

  Date:10/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had an Agent do a contract to install 8 Windows for an estimated $11,000.00 this was done on a Saturday. We gave a $1200.00 deposit too them, We financed the rest. I have already cancelled the Financing It was done by a credit card. The Next week on Monday my Wife had an Auto accident. My family is alright thank God. We had to go out and get another car it was a 2011 so it wasn't new. We had to finance it. So, at this time, we can't go through with the Windows because we won't be able to make both payments. When I called New South Windows, they informed me that There was nothing that they could do and I had to go through with the contract. And I will lose my $1200.00 deposit. I have been called numerous times trying to go through with the Install. WE are feeling Bullied by Them. I have tried Reaching out to Earl Rahn the owner. I see that he has received my Email, but I haven't gotten any response. All we want is our $1200.00 back and the phone calls to stop bothering us. I have also filed a Credit card complaint with my Bank that we didn't go through with the contract, and they won't refund the money. We weren't ever told up front that we could lose the Deposit. I feel that Big Businesses are so money hungry they forget about Customers and How to treat people and they love money more. Please Help ASAP.

  Business Response

  Date: 10/20/2023

  Mr. ******

  As follow up to my voice message, I am extremely grateful that everyone is fine after your family's automobile accident.  I understand that unexpected financial obligations certainly throw a 'monkey wrench' into our plans.

  Per my voice message, I am unable to cancel your project but do have 2 options to present to you relating to easing the burden of your current financial situation.

  I am thankful to have you as our customer and look forward to hearing from you.

   

  Very best regards,

  *** ******

• Initial Complaint

  Date:10/06/2023

  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 technician on last call, and there has been a few, arrived at our home to fix the locks on two windows. These windows were part of 13 that were installed with no workable locks. Also technician was to fix the track of a triple sliding door. The fix was to be 2 technicians will remove the doors, fix the track and if replacement door was in, would do everything at once..one technician came, said the fix was going to be nailing the track, because the company is short of help,and this is what he was told to do. I told him not to nail down the tracktrack, and wanted to know about the door. He knew. Nothing of that. I want the track fixed properly and door replaced. I don’t want to hear that they are short of help. This would never have occurred if they waited until locks were installed at the factory and then brought the windows out to our residence. Windows were installed in February 2023 and here it s October 2023 and job not completed. The money was released a few days after installing the windows, not told about the locks until walk through with installation team.

  Business Response

  Date: 10/20/2023

  Mr. and Mrs. ********

  Thank you for being our customer.  As follow up to my voicemail, The sliding glass door, roller track, and sash are on order.  Our Market President, Fred B***** will follow up with an expedited ETA prior to the end of day Monday.

  Your product is covered by NewSouth Window Solutions Real, Lifetime, Non-Prorated - Part and Labor warranty.

  I left my personal cell phone number --feel free to give me a call anytime.

   

  Very best regards,

  Rob S*****

• Initial Complaint

  Date:09/11/2023

  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.

  Customer ****** On 9/14/2017, I purchased 28 iVantage 9000 impact resistant hurricane windows with a Lifetime Limited Transferable Warranty. Glass Seal Failure is covered in this warranty. I have a window that has a seal failure. I have attempted to contact New South for a service call with no response. I have left three phone messages with a Tiffany on 9/5/23 at 1:02 pm, a Tonya on 9/6/23 at 11:35 am, and again that same day with an Ariel at 2:29 pm. I followed up the phone calls with an email and pictures the afternoon of 9/6/23. I have had no response from New South Windows to schedule a service call. Up until now I have been very pleased with my windows but I am not pleased with how they stand behind their products and the warranty. Being in the middle of hurricane season I feel this window is compromised at a very bad time. They need to stand behind their warranty.

  Business Response

  Date: 09/13/2023

  Mrs. *******

  Thank you for being our customer!  I apologize we did not connect promptly.  I spoke with our General Manager, Fred, and he indicated you have the correct email for our Service Manager, Marcos.  

  Your Insulated glass pack is on order!  You are covered by NewSouth Window's Real, Lifetime, Non-Prorated - Part and Labor warranty for as long as you own your home!

  Fred or I are personally available should you need anything moving forward.

  Very best regards,

  Rob S*****

   

  Customer Answer

  Date: 09/14/2023

  
  
  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 at this time.  My contact with the business was by phone with a promise to order a replacement window.  Receipt or replacement of the window has yet to be done.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:07/18/2023

  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.

  We purchased new windows for our home. We have a two-story home, so when they told us they had windows that would flip to inside to clean we were quite excited. So we ordered them. After they installed them, they showed us how to work this on the one window where we had the shutter off because we were repairing mold and half the wall was down. They had to measure all the windows so they were certainly aware.
  
  One of their men said that they do this all the time and people get angry because the windows are more expensive and they cannot use the option sold to them.
  
  Since he was aware and continues to sell the more expensive windows wit the option they cannot use. I believe this is fraud.
  
  Had they informed us when we ordered the windows that the windows with flip to clean option would not work because we have Plantation shutter we would have ordered the windows without that option. ( Much Cheaper)
  
  I want them to do of 2 things.
  
  1. Refund the difference between the window without the option and the widow with the option.
  
  2. Replace the widows without the flip the window to clean option for all the windows.
  
  I think the partial refund option would be better for him but either is fine .
  
  I tried to resolve with the company but this is the response he gave.
  
  I did tell him all of that and he said there's nothing he can do in regards to a refund.
  
  I did tell him all of that and “He said there's nothing he can do in regards to a refund. “
  
  I believe this is fraud.
  
  Please advise me as to the next step and if I should also report to police or the DA.
  
  The following questions asked if I was a vet. My husband is a disabled vet. He is over 65. I am 64. The order was with him as well.
  
  Thank You,
  
  ***** ******

  Business Response

  Date: 07/19/2023

  Mrs *******
  Thank you for being our customer.  I apologize that when your plantation shutters were reinstalled, they inhibit your ability to use the tilt feature that are found on all of our Single and Double Hung Windows.  We do not manufacture a single hung or double hung window without this feature.  Our Orlando General Manager has reached out to you and left a voice message asking for a return call.  

   

  Your NewSouth Windows are covered by our Real, Lifetime, Non-Prorated - Part and Labor Warranty.

   

  Very best regards,

   

  Rob S*****

  Customer Answer

  Date: 07/31/2023

  Date Sent: 7/31/2023 2:18:57 PM
  

  Never received a call.  What is more they should have advised us prior to purchase as they were aware we had plantation shutters.   As them to e-mail me.  ***************

   

  this issue is not resolved!

   

  thank You 

   

  ***** ******

  Business Response

  Date: 08/18/2023

  Mrs. *******

  Thank you for selecting NewSouth Window Solutions.  As follow up to the August 10th conversation you and your husband had with our Florida Market President, Fred, -- I am confirming that NewSouth Window's does not offer an inferior product at a lower price without the tilt out feature in question.  I again apologize that the interior shutters you have installed do not allow for our windows to tilt.  This is a result of your shutters, not the window. Hopefully, you are experiencing a reduction in energy usage and increased comfort in areas of your home that receive direct sunlight.  Floridians are all experiencing double digit electric cost increases and our e-vantage glass blocks 95% of the invisible UV rays that account for roughly 50% of the heat gain in ordinary windows.

  Additionally, your NewSouth Windows are covered by our Real, Lifetime, Non-Prorated - Part and Labor Warranty for as long as you own your home.

  I am grateful to have you as our customer.

  Very best regards,

  Rob S*****

   

   

• Initial Complaint

  Date:06/21/2023

  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.

  All new windows installed 2/21/2019. No major issues till November 2022 when we noticed water leaking from living room window flanges which caused damage to the wall and wood flooring under the windows as well as mold. Called on Nov 21,2022 to request to have tech assess the windows. Since then multiple contacts with the company on phone and techs coming out to assess the living room windows by doing water test on exterior of windows, removal of exterior mull covers and snap flanges,sealing joints and applying new mull covers and snap flanges.(Feb 10,2023). On Feb.24 a rep from New South did another water test and,again, the windows failed. He stated new windows would probably have to be made. On March 3rd I called about an update. New windows were ordered on 2/27/2023. On April 27th failed windows were removed. New windows inserted. While inserting new windows, they broke the marble sill. They replaced it with a different shade of marble sill. (Will send pics in a separate e-mail) We are still waiting to have sill replaced,ETA is June 27th for sill. On June 17th,we had a brief rain. Observed water leaking from windows again and have leaked since with each rainfall. On June 19th, I sent a video to the president of eastern region of New South Window Solutions of the water leak of failed windows. Yesterday I was supposed to get a call back from a New South Window rep, but never got one. I had to text him this morning and he texted me back that a rep would call. After a few texts, a rep called me and stated that another rep will be out to assess windows again today. My husband and I have been very patient with all issues so far but we feel that 7 months has been long enough. The remediation company can"t come in, remove the mold and do repairs until the leaking windows issue is resolved. We sent an e-mail to the east region manager with the estimate of repairs and of the mold report. We told him that a full new floor may be needed if repair is not feasible.

  Business Response

  Date: 07/19/2023

  Mrs. *********

   

  Thank you for being our customer!  As follow up to our previous conversations, the Marble Sills are in our warehouse, and we are ready to schedule your service.  Once you are back in town, please call to confirm your availability.  We left a message on your cell phone and home phone.  We also have two other sashes we can take care of during this visit.  Fred will follow up with you after service is completed per your discussion with him.

  Your NewSouth product is covered by our Real, Lifetime, Non-Prorated - Part and Labor Warranty.  We are only a phone call away!

   

  Very best regards,

  Rob ******

  Business Response

  Date: 08/30/2023

  Response not for publication:

  Customer experienced no water infiltration for 2 years until Hurricane Ian in September of 2022.  Weather events such as hurricanes are not covered by our warranty nor are they covered by any other manufacturer.

  None the less--as a good will gesture for our customer, we resealed their windows and then reordered new windows in the affected area.

  We will continue to work and support our customer but will not continue to do so publicly on the BBB or other social media sites.  The market President and I will call this homeowner on Thursday, 08-31-2023 to discuss the damages they incurred after Hurricane Ian.

   

  Thank you,

  Rob S*****

   

  Customer Answer

  Date: 09/09/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* Although we don't fully agree with their response, we have come to a favorable agreement and pleased once the repairs were done.
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:06/21/2023

  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 company description is a lifetime warranty, but the company and salesman no longer exist even though they continue to advertise. The windows were made well but the the installers as sold were part of the company and were not. Have leaking windows and cannot get in contact with the company. Horrid.

  Business Response

  Date: 06/21/2023

  Mr. ******

  Thank for being our customer.  We most certainly do exist.  We were last out to your house in March of this year.  I will have Fred B**** call you directly.  Our number remains *************

  Your NewSouth product is covered by our Real, Lifetime, Non-Prorated - Part and Labor Warranty.

  Very best regards,

  Rob S*****

   

• Initial Complaint

  Date:05/09/2023

  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.

  We ordered 11 Windows and 1 patio sliding door in December 2022. The installation was on March21st and 22nd. The complete installation is not acceptable, see the attached report. A first Service manager visit was scheduled for Monday, March 27th. The appointment was postponed to Friday, March 31st. The service manager documented our complains. It was promised to replay within one week. We called on April 7th and got the reply by phone that a decision will be made next week by the management team. No reply till April 17th, then we send a formal complain via email including the attached report. No reply until April 25th. We called on April 26th and received the information that the responsible manager is not in the office till May 1st. Until now no reply. The value is $27.000, see the attached contract. We payed 10.500 in advance and we have to pay 16.500 within 24 month with no interest. The monthly payment should start after the final installment. But we had to pay the first payment on May 1st. We payed to avoid a negative impact on our credit score.

  Business Response

  Date: 05/30/2023

  Mr. *******

   

  As follow up to **** ******s visit to your home, parts are on order and NewSouth is addressing all that you discussed and agreed upon with ****.  **** will continue to reamain in contact until completed.  Thank you for being our customer.  You are covered by NewSouth's Real, Lifetime, Non-prorated - Part and Labor Warranty.

   

  Very best regards,

   

  *** ******

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date was Nov 15, 2022. Three windows. I put down a deposit of $1100. Work still has not started or completed. I was closing on my AAG loan when a lien popped up. I was never notified of such lien. Called New South Windows and they will not remove said Lien. No work has been done on my house as promised. ALL I want to do now is CANCEL. I know I will lose my deposit, but would rather that, than continue with them.

  Business Response

  Date: 02/13/2023

  Mrs. ******,

   

  Thank you for being our customer.  I see that my Orlando branch worked with your title company to resolve the issue you had.  I appreciate you!  Looking forward to installing your product.  All of your NewSouth products are covered by our Real, Lifetime, Non-Prorated - Part and Labor warranty.

   

  We are only a phone call away.

  Very best regards,

   

  Rob S*****

  Customer Answer

  Date: 02/14/2023

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