ComplaintsforNewSouth Window Solutions, LLC

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have called 2 days in a row to get a service call scheduled for a door leaking after a storm and no one has called yet. This is not the first time with this service ****

  

  Business response

  03/07/2024

  NewSouth Window Solutions will be going out on 3/9/24 to address leak issue. 

  Customer response

  03/09/2024

   
  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

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed a contract with New South Window on April 20, 2023 for them to replace my sliding glass door with a swing door solution that had a dog door built into it for $8043. On June 29, 2023 the installers came out and installed the door. Upon installing the door with the dog door built in it was noticed that the dog door was too far off the ground (~14 inches) and unusable by my dogs. In addition the installers tore a hole in my wall down to the stud. I signed a document that clearly stated the problem with the dog door and the hole in the wall that was supplied back to New South Windows. On July 15, 2023, a gentleman from New South Windows came out to verify that the door was incorrect and to view the hole in the wall. At that time he took down the measurements the dog door should be at, promised they would replace it, verify the measurements before shipping the door to **, and repair the hole in the wall. That was 28 weeks ago. I have followed up with them and I am not receiving any information about the replacement door. To make the dog door usable by my dogs I had to spend $200 on doggie steps, one inside and one outside, to get them in and out the door.

  Customer response

  02/06/2024

  When I first ordered the door from New South Windows in April 2023 it was from their ******* ****** located at *********** shopping center.  In May 2023 I received a letter from the New South Windows ****** in Tampa, FL that they were shutting down all of the ************** New South Windows business and to direct any questions to the New South Windows ******s at Tampa, FL, *******, ** and **********, ** locations.  When I have called the *******, ** ****** they informed me they couldn't help me and I got routed to the Tampa, FL ******.  There is an employee named ****** that I had been dealing with that is responsible for taking care of any issues with customers in ** but I don't know which ****** he is out of.  I filed the complaint against the Tampa, FL ****** since that is where the door was made and the lifetime warranty listed that ******.        

  

  Business response

  03/08/2024

  One of our Managers, ***************************, spoke to the customer on 2/23/2024.  Customer is getting the measurements of the doggie door needed for the entry door and when received, NewSouth Window will order a new door slab and come out to the customer's home to install.

  Customer response

  03/15/2024

   
  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.  I have spoken with *************************** recently and was informed they are waiting to receive the doggy door before shipping the door for installation.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unable to schedule install of windows contracted signed and deposit placed over one year ago.

  

  Business response

  02/21/2024

  Dear Mr. and Mrs. ********************* you for your time during our recent conversations.  Since those contact points, we are happy that we could agree on a resolution.  Once again,we thank you for your time and correspondence.

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

• Initial Complaint

  02/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered five windows: there were problems with every window. One was too large; installers broke out sill and left it on the floor. Another was too small, a 1-inch gap on each side of window frame which they covered with an adhesive strip. Two casement windows arrived without screens or handles. Finally the transom window had wrong glass (not impact). Still waiting for window hardware and replacement transom window.

  

  Business response

  02/21/2024

  Dear Mr. and *******************-

  
  Thank you for your time during our recent conversations.  Since those contact points we have installed the screens.  We have also reordered your needed parts (the replacement window, casement crank, and cover for bathroom window) to address your concerns.  We are awaiting receipt of the items necessary to complete your job.  We appreciate your patience as we continue the process to completion.  Once the items arrive, we will contact you to schedule your service.  Once again, we thank you for your time and correspondence.

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

  Customer response

  02/29/2024

   
  Complaint: 21228271
  
  They say a replacement window will arrive March 16th. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The installers on Friday 1/5/24 were caught on security cameras smoking pot at the end of my 800 foot boardwalk on my boat. When I returned home I checked my boat and nothing seemed to be missing or out of order. On Monday 1/8/24 when they returned I asked them for their I.D. to find out who they were. Neither had a drivers license and they were argumentative & refused to give me any information as to their identity; they looked like homeless druggies to me. Poor representation for a large company to be sending to peoples homes. I called the Lee ********************** to find out who they were. They were told to load their tools & were escorted off the property. I called the company any left a message. When the installation manager called me back I discovered the guys are not even employees, but sub-contractors helpers; probably from some labor force collection group. These guys were in my home alone with my wife. I don't think anybody should do business with this company. I will probably put the security videos on ******** So they can use it for a commercial with the New South Window shirts on it should make good viewing! They had no business down my boardwalk & no business on my boat. When I asked them about it they denied it. I never saw a permit from the county either. I thought it needed to be displayed somewhere on the structure or property.

  

  Business response

  02/01/2024

  On 1/30/2024 we called the customer and left a voicemail.  The Customer has requested the Production Manager to be on-site when the installation occurs.  The Production Manager confirmed they will be on the job site during installation.

   

   

  Thank you,

   

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

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We ordered 5 new Patio doors from *********************** ************************************************************** at the ******************** office on November 14th, *************************** September of 2023. One of the doors was damaged during shipping which the installers pointed out when it was unboxed. They said they would put a repair order into ***. On October 8th, I followed up with our sales person *********************** to make sure the repair order was in process. Since that time I have followed up 6 times with no response. I also have called and left a message for the ******************** store manager explaining the issue with no response. Terrible customer service, but just want the door repaired.

  

  Business response

  02/01/2024

  Replacement parts were received on 1/29/2024.  Spoke to the customer on 1/30/2024 about when their service is scheduled.  Confirmed and communicated that their scheduled service is to be completed on 2/7/2024 in the afternoon.

   

   

  Thank you,

   

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

  Customer response

  02/13/2024

   
  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

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My issue started with the installation back in July 2023. They installed the windows in 1/3 the time they estimated (one day instead of three), which should have been my first red flag. They were a no show on day one, then showing up at noon on day two, then rushedeverything to finish on day three. Our new door was broken during shipment, which took three months to replace. Then the inspection came. Failed. Not one window had the proper number of screws. Bear in mind that the documentation for each window has a drawing of how many screws and where to place themliterally instructions that I can understand and follow. Several of the windows would either not open easily, or simply would not stay open. Then we noticed that one window was manufactured incorrectly (it is literally lopsided) and they just shoved it in without any note of it.After COUNTLESS calls that were not returned, here we are at five months in with a defective window and a front door that doesnt have the appropriate screws. We still dont pass inspection.They sent a guy out yesterday, who said Oh, I cant fix the door since I dont have the proper tools. How the h*** do you send someone out that cant do the work. Today, another new person came out to get an idea of what needs to be done. Apparently, the previous three werent enough. He is my final hope. I hate that Im forced to behave inappropriately, but my next step will be to make up a sign or two and just sit in their ******************** office telling everyone not to buy their windows from New South Windows. If the police show up, I hope they will understand my frustration. I dont like the idea of doing this, but I cannot think of any other options. Im literally at my **** end. They should be ashamed of making such a mess for me after I chose them for my windows. They have turned this expensive upgrade into a nightmare. I learned an expensive ******* but will do whatever I can to educate others.

  

  Business response

  02/04/2024

  The customers issues were all completed and resolved on 1/30/2024. Caps and covers are left to complete as an inspection was also scheduled for 1/30.  *********** manager will be call the customer to schedule that final piece.

  Customer response

  02/05/2024

   
  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

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Double entry door installation started September 15th - - issues were identified / acknowledged and items were being fixed - - after 5 trips fixing some of the issues - - they still had two open issues - - which they now seem to want to ignore - - telling me they are going to order the part(s) and set a date - - my follow up calls do not get thru leaving voicemail - - and no return calls. The upload section will clarify the dates and details.

  

  Business response

  02/01/2024

  Service was completed on 1/12/2024.  Left a voicemail with the customer to confirm their service expectations were met on 1/30/2024.

   

   

  Thank you,

   

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

  Customer response

  02/02/2024

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

  Customer response

  02/02/2024

   
  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

  11/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  on June 15 I had four new hurricane sliders installed with outside handles. three of the doors are correct, one has the handle on the wrong side because the man who measured submitted the wrong order to the factory. I just want this problem resolved. it might seem trivial, but it's not to me.

  

  Business response

  02/01/2024

  The customer was not pleased with the handle orientation on their sliding doors.  The handles are unable to be switched to the opposite side/orientation.  *********** Manager has reached out to discuss options on how the customer wants to proceed.  Left a voicemail with the customer on 1/30/2024.

   

  Thank you,

   

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

   

  Customer response

  02/02/2024

   
  Complaint: 20933696
  
  I am rejecting this response because: no voice mail was left.  this seems to be so typical of this company they either ignore your or lie.  IF he did leave a message, what phone number did he use, I only received on call on Jan 30 that ws from ************
  
  Sincerely,
  
  ***********************

  

  Business response

  02/21/2024

  Dear **************-

  
  Thank you for your time during our recent conversations.  Since those contact points we have performed a job site visit and reordered your needed parts (the *** panels with the handle configuration you confirmed) and are awaiting receipt of them to complete your job.  We appreciate your patience as we continue the process to completion.  We will contact you with the eta as soon as we receive it.  Once we receive those, we will contact you to schedule the service installation.  Once again,we thank you for your time and correspondence.

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

  Customer response

  02/22/2024

   
  Complaint: 20933696
  
  I am rejecting this response because: there WAS no site inspection.  I don't understand why they have to lie.  yes I have been told the doors have beens ordered -- but I wait and see.  

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

  

  Business response

  02/22/2024

  Dear **************-
  
  Thank you for your time today in talking to us.  We appreciate the conversation around the timing and confusion for your project concerns and correspondence.  My apologies as I should have noted that the previously discussed job site visit just happened to be on one of the days you had reached out regarding your concerns (02/02/2024)causing the confusion in timing.  We appreciate your correspondence and communication.  We have ordered the replacement panels and reached out again for an eta.  As soon as we get the updated eta, we will contact you. Once again, thank you for the correspondence and communication.
  
  Regards,
  ********************;

  Customer response

  02/23/2024

   
  Complaint: 20933696
  
  I am rejecting this response because:  I am not a rejecting New South  response, but I would like to give it from my prospective.

  *************************, who has been wonderful to work with came over to my house to do a "handyman fix" to the to door handle. He did this on the same day that I had sent a certified return receipt letter to the President of PGT so I never put "The two and two together that New South Window considered this the site inspection, I can only agree with everything when the new doors with the correct handles are installed.

  It does seem a shame that you have to send a certified return receipt letter to the President of the overall company's CEO  in order to try and get a problem resolved. It should never have gone this far but I thank you the Better Business Bureau for helping me resolve this issue.

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

• Initial Complaint

  11/27/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On July 7th, 2023 i contracted with NEW SOUTH WINDOW SOLUTIONS of **************, ******* for the installation of TWO windows in my home. I was assured they could match with the existing windows, so I agreed to hire them. I paid a one-third payment of $1700.00 as a deposit. On October 2, 2023 we had an appointment for installation. When the installer saw the project he realized and after conversing with his general manager it was decided to cancel the project and return my deposit. They have sent me no infor on when I could anticipate my check. No matter how hard I try they never give me any information except to say that the contract was cancelled. I have repeatedly asked for e-mails to confirmation what they tell me, however, it never happens.

  

  Business response

  02/01/2024

  On 1/30/2024 spoke to the customer about their concern.  Customer stated they had no ********************* currently installed in their house and requested a return of their deposit due to the length of time that has transpired.  Approval for deposit refund was granted and submitted for processing on 1/30/2024.

   

   

  Thank you,

   

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

  Customer response

  02/02/2024

   
  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,
  
  *****************

*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. ↩