Complaints

• Initial Complaint

  01/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an impact sliding glass door from NewSouth Windows (***) on March 11, 2024 for $9,182. The salesman misrepresented NSW and sold me the door based on samples that did not represent the actual sliding glass door that I was purchasing.The salesman filled out the paperwork completely wrong, with the color incorrect and the door opening from the wrong direction. The paperwork submitted to my HOA was incorrect, but I was not contacted to get the correct paperwork processed until I started calling for updates every day.When the salesmans employment with NSW ended, I was not contacted by another sales associate to talk to me about my purchase and to give me a point of contact.The door was finally installed in October 2024, which is almost at the end of hurricane season. The door was absolutely not the same style that the salesman had promised. This door is not what I ordered but I was told by ************** that I had no alternative and was stuck with a door that I hate. The door did not pass inspection the first time and also failed again at the second inspection. The workers installed 2 x 4 wood around the outside of the door without an explanation as to why it were necessary, and none of the staff at *** could provide a real explanation for this. The inspector said it was not per the plans and could not pass. I entered into a contract with your NewSouth Windows based on lies and misrepresentation perpetrated by their employee, and they take no responsibility for their representative at the time of the sale. Its is now January 2025 and my door has still not passed inspection. When I asked about a monetary compensation, the associate in charge of my project actually laughed at me. My experience with NSW has been deplorable and I am more than just disappointed, I am disgusted that they have not tried to rectify what has been an extremely stressful 11 months.

  

  Business response

  01/20/2025

  Inspection of this project passed on our service date of 1/14/2025.  Installation is now 100% complete.  As for the misrepresentation of our product, that did not occur.  Per contract this was a single Sliding Glass Door that was manufactured and installed per NewSouth Window Solutions testing and engineering.  The contract was written for a 6'x8' SGD in OX orientation.  Per our professional review, before we order, or documented notes are, "wall is 5"wide wood frame and may need exterior trim, need to remove 1 shutter bracket, customer wants to keep bracket which is not going back on, per customer this needs to be XO orientation and Bronze Frame."  This is exactly how we ordered the door.  As for the timeframe from contract to install, we have offered a 20% discount on remaining balance, and we are waiting on customer to sign off on the financing.  As for the unprofessional interaction with the associate in charge of her project, that will be addressed as well.

  Customer response

  01/28/2025

  I have received a response from NSW and they are now NOT offering me a 20% discount and are threatening me with collections. Please tell me my options in regard to this matter. Thank you

• Initial Complaint

  12/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  * Transaction Details: * Date of Signed Contract: 6/7/24 * Deposit Paid: $2,375 * Balance: $21,375 (to be financed via Synchrony, no interest for 24 months)* Installation Details: * Installation Date: 10/11/24 - 10/12/24 * Issue with Windows: 7 windows installed without required Colonial grids (as per contract) * Promise from NS: Grids to be added post-installation for a factory-like appearance * Incomplete/unsatisfactory Work as of 12/16/24: * Grid Issues: * 4 windows still incomplete (work attempted on 10/22, 11/15, 12/3, 12/10 with only partial days and 1-2 workers); light shines through grids * Window Functionality: * 7 windows do not open/close properly; crooked in the track * Front Door: * Not aligned correctly * Strike plate missing screws * Sharp edges needing repair * Payment Issues: * Synchrony Transaction: NS processed payment through Synchrony on 10/25, despite my repeated instructions (in June, 10/12, 10/14) to charge my personal credit cards. * NS Position: They will not reverse the charge unless I pay the balance in full, which I have refused to do. * Payment Offer: *** offered to pay half the remaining balance on my personal credit cards, but ** insists on full payment, leaving me without leverage to have issues resolved.* Lack of Response from ******************** General Mgr (*** ****): No response since October regarding unresolved issues (> 2 months since installation) * Service Managers Response: They are "short-handed" and focusing on other customers; no scheduled work for the rest of 2024 Desired Resolution:* Completion asap (no later than 1/12) of all promised work (grid installation, window functionality, door alignment/repairs)* Immediate reversal of Synchrony ****************** to pay half the balance now via personal credit cards; pay balance on completion * Response and commitment from senior management to resolve all issues without delay

  

  Business response

  01/06/2025

  The contract was created with ******************* to fund the job upon installation.  The job was installed with a service for the grids.  Completion forms to fund the installation were signed off by the customer on 10/12/24 and the funds were then distributed to *** on 10/24/24.  There was no communication between the installation of the project's start date and the date in which we submitted for the contracted funding with Synchrony for this project.  We have a scheduled service to complete all outstanding issues on 1/10/25.  The entire service department will be on location to ensure that the service items that have been documented will be resolved.

  Customer response

  01/15/2025

   
  Complaint: 22696825
  
  I am rejecting this response because:

  1.) The front door installation is still not fixed/complete.

  2.) I am correcting New South's false assertion that there was no timely/actionable communication from me regarding payment instructions, ie: not to use the Synchrony card.

  3.) New South must ensure a refund of $21,404 is issued to me by Synchrony before 2/3/25. 

  See explanation below. 
  1. On 1/10, New South visited for the 6th time following the official 10/11 & 10/12 'installation date', and finished gluing on the missing grids and adjusted the windows to eliminate excessive lateral movement. I thought their adjustments to the door fixed the alignment errors, but I noticed today, 1/15, that there are small open gaps in 2 corners of the door where daylight is coming through. I notified them of this today, 1/15. They said they will fix this when they come back for the inspection on 1/22.

  2. ** asserted in their complaint response: "There was no communication between the installation of the project's start date and the date in which we submitted for the contracted funding with Synchrony for this project." This is 100% false. I communicated with several New South representatives that I had changed my mind about using Synchrony and would instead use my credit cards to pay in full so that I could get the points. I was never told I needed to speak with anyone at Synchrony, nor was I told that New South would charge the installation to Synchrony, contrary to my instructions. Following are some of my communications with ** after I signed the contract on 6/20/24 and before 10/24/24, when ** submitted for funding to Synchrony:
  
  o  6/23 * emailed ***** asking who to discuss payment with my credit cards instead of the finance card; she responded 6/25 that I could use my credit card (see attached)
  o  July or August (not sure of date) * phoned Ben * informed him I changed my mind; he said no problem, advised me to speak with ****** the office manager on day of install 
  o  10/12 * phoned ***** * informed her I would use my credit cards for points, not use the finance card option; she said no problem
  o  10/12 * emailed ***** and *** (see attached)
  o  10/16 * *** called me * he agreed issues would be resolved before full payment was needed

  3. On 1/10/25, I paid New South the full remaining balance of $21,375 using my credit cards, the payment method I told them I wanted to use beginning just 2 days after I signed the ** contract. Since New South acted contrary to my direction and instead initiated this transaction on 10/24/24 with Synchrony, I currently have an outstanding balance on the financing card of $21,404 (includes an activation fee of $29). On 1/10, New South agreed to execute a full refund with Synchrony. They said the refund would be completed within roughly 2 weeks. Since I am currently obligated to make a minimum payment to Synchrony on 2/3, this complaint is not resolved until the Synchrony refund of $21,404 is completed by 2/3.

  Sincerely,
  
  ***** ****

  Customer response

  01/15/2025

  Re Complaint ID ********

  Please add these attachments to the written response I provided to New South today, 1/15. 

  Thank you,

  ***** ****

  Customer response

  01/15/2025

  RE Complaint ID ********

  Please use the attached instead of the prior version of this file where the highlighting obscured the text. 

   

  Thank you!
  ***** ****

  

  Business response

  01/16/2025

  As stated in the email - customer needed to reach out to the ************* in order to switch from financing to CC payments.  The recorded contract shows 10% down on a financing option.  There is no other addendum to contract stating your down payment would become 33% down with 33% due at delivery and 34% due at installation.  Without an addendum, in which your sales *** would be performing, we need to adhere to the contracted financing.

  Customer response

  01/25/2025

   
  Complaint: 22696825
  
  I am rejecting this response because:
  1. Responding to NS statement: "As stated in the email - customer needed to reach out to the ************* in order to switch from financing to CC payments. and .Without an addendum, in which your sales *** would be performing, we need to adhere to the contracted financing."
  

  New South completely ignored my prior response where I enumerated the people I spoke / emailed with about changing my mind and switching from financing to CC payments. I already stated the fact that I did speak to ***. He is the person who told me to just tell ******, the office manager of my change to cc on my day of install. He NEVER mentioned I needed to do anything else to make this change. He NEVER mentioned that he would need to create an addendum to the contract. 
  

  Its clear that either New South hasnt informed its own employees what the process is in cases like this, or the employees didnt follow the process. New South should take responsibility for their own mis-management of this issue. Instead they are trying to blame the customer, who listened to and followed the instructions of THEIR OWN EMPLOYEES. 
  

  I have paid New South in full and they have executed a refund with Synchrony. Now that *** responded to correct the record, ie: their inaccuracies at best, lies at worst, I consider this part of the complaint to be resolved.
  

  2. New South mismanaged my permit paperwork. I understand that my name was placed on another customers permit (!). As a result, the inspection that was scheduled for 1/22 had to be canceled and rescheduled. It is set for 1/27. 
  

  3. New South had promised to fix the small open gaps in 2 corners of the door where daylight is coming through on 1/22. This is now to occur on 1/27. 
  

  4. New South must ***lace the screen for the sliding door ASAP. There is a 1/4 inch gap when the screen is closed where bugs can enter. New South explained that the new screen that was delivered to me is "bowed".

  Sincerely,
  
  ***** ****

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 07-17-2019. Original price was $37950. We contracted with New South Windows to install impact resistant windows throughout our home. During the time after the windows were installed, we had a few issues with the windows fogging up and failing. They were called many time to replace windows after the initial install. On 07-01-2023, we contacted them to install an impact resistant front door. Original price for the front door was $8929. We were still having issues with the windows and several of them failing. The front door was set for final inspection inDec. 2023, it failed. We had one window in our kitchen that had to be replaced and since we still did not have the final inspection for the front door, they had coordinated to have the window and the front door replace at the same time. This did not happen because they had the wrong front door. After further inspection of the wall under the kitchen window it became evident that the windows throughout our home were not sealed properly at the time of original install. All of the wall area under the bay windows was rotten and mold was found to be present. We contacted them and they came out and replaced the 3 failed windows and we told them they needed to repair the wall, they indicated they did not know anyone to do the work. We told them to contact their insurance company. After waiting some time. We got a team from my husbands job to make the wall repairs. After many attempts to close this and get final inspection for the front door, they agreed they would refund us for the front door, The original price was $8929. They have offered $5975. I have called and sent an email to state that offer is not what was agreed upon and still have not received a response. There are many more details to this situation but all of them cannot be listed due to the character limitation.

  

  Business response

  01/16/2025

  We are working with customer and with our legal team to determine our next course of action.

  The customer has been communicated with, and we have addressed all service items.  We are reviewing with legal and will continue to communicate with customer and our legal team in order to address the concerns.

  Customer response

  01/28/2025

   
  Complaint: 22591810
  
  I am rejecting this response because:
  This is a copy of Mr. ***** response to resolve this issue:

  Mrs. *******,
  Your front door is installed and ready for final inspection.
  You have a lifetime warranty on installation and purchased goods.
  This is evident in our response to the service issues that were present at the time of the installation, and we addressed those issues to completion.
  
  As for the front door, we have waived the final payment of the front door.
  That is more than fair and reasonable.   I offered that due to the time in which you were taking off from work to get the entry door to completion and that you are a repeat customer of ours.
  
  As for the repair of the bay window area.  You decided to repair that area on your own.  We were there to assess and had a team ready to repair it when the new windows arrived.  When we came back out to do the repair, we came into a bay area that was totally prepped and needed only the windows to be replaced.  For that, I am offering a $3,000 refund from the previously installed 2019 project.
  
  I do believe that the bay area repairs and the time off of work to correct all items is at a fair and reasonable $5,975. Mrs. ************* have attached the invoice from your last contract with NewSouth Windows dated 07/01/2023.
  There is a zero-dollar balance as we agreed upon waiving your final payment($2,975) of the door contract due to several service issues, which NSW has taken corrective action on, and we are ready for final inspection. 
  
  We also agreed to refunding you an additional $3,000.  This refund is due to the expenses you incurred from water infiltration from a previously contracted installation on 09/25/2019.
  
  You have a copy of this addendum.

  
  My response to his response is as follows:
  In our original meeting with *** and his field supervisor ****, which took place in our home, when we showed them the damage, we told them we felt like due to all of the issues we had had, that a full refund of the front door in the amount of $8929,  they stated that they would have to get back to us on that.

  On, Wednesday October 16th 2024 at 4:45. I visited the *****************  Mr. **** was not in at that time, *****, the field supervisor, spoke to me and stated that they were going to refund us the cost of the front door.  **** had also earlier that day left a message on my husbands phone regarding refunding the cost of the front door due to all of the inconvenience we had experienced and the repairs that were necessary to be made.  I told him that sounded great and to put it in writing, and once it was in writing, we could then schedule the front door for final inspection.  
  

  Their addendum to our contract states that they are waiving the last payment of 2975 and That they have refunded us $3000. So far there has been no refund of $3000. There is a final inspection that needs to be completed on the front door.  This leaves an unresolved amount of $2023, which we felt would be refunded due to the two conversations that we had with **** and on November 13th a new person, Mr. ***** called to try to schedule the final inspection, my husband said to him that *** needed to call him to discuss the refund of the monies discussed regarding the window repairs and issues with the front door.  I also spoke to Mr. ***** that day and was again told we would be receiving a refund of the cost of the front door.  He also a stated that he would call me back and he never did. 
  

  we were told by at least 2 representatives of New South that we would be receiving a refund of the front door.  Never did they state that it was only going to be a partial refund.  This would be why I am rejecting the response that New South has provided.

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The company had me wait all day for final inspection and clean-up. Inspector never came and they never cleaned up the mess or removed scraps. When I call to make an appointment for a final inspection they never return my calls. Its been three months. I paid for a permit but never got an inspection. I also waited a whole day and no one came, and completed final clean up myself. They owe me an inspection and about $750. For wasting my time and forcing me to do the clean- up.

  

  Business response

  08/02/2024

  This complaint has been handled directly with the customer.

   

• Initial Complaint

  03/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband and I had just 1 window installed in 9/2023. Today is 3/28/2024 and the permit on the project is still open. We are scheduled to close on the sale of our property on 4/3/2024. We would not be able to close while the permit is open. I have not been able to get any answers as to when the permit will be closed. I have not been able to speak with anyone except for the front desk representative. *** been told the manager will be following up with me however, I have not received a phone call or email. We are beyond frustrated and disappointed.

  

  Business response

  04/24/2024

  The inspection was passed on 4/2/2024, and no further action is needed.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called NewSouth windows. because one window had problem with the balance, Saturday 06/03/23 The technician *************************** came around 10:07 am to fix the problem with my windows not staying up. He was working on the windows and then we heard a snap, later he told us the window got broken that had to be replace and he would complete the report. He made a temporary repair. I called so many times to contact ***************************** manager but ******. always answer the phone and she is telling me they don't have glass on inventory. We paid in cash that windows. is not fair for customers they don't take responsibilities for employee make a damage for a window. I am still waiting for New South windows gave me at lease. a nice phone call with a best solution for me . Give me a money back for this inconvenience.

  

  Business response

  02/22/2024

  this one is Ft Lauderdale not *********

  

  Business response

  03/18/2024

  The frame, which our service tech damaged at time of service, was ordered on 12/20/2023 and we have a completion date of 3/18/2024.  This frame will be sent on our 3/20/2024 delivery from the factory.  Once we receive the frame, we will inspect and call to schedule the installation of the replacement frame.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is in reference to incomplete work and failure to contact me the consumer on July 18, 2023 new South window representative came to my house and gave me a quote on a door and two windows I put $1000 down to start the work they told me the windows will be ready in 6 to 8 weeks that did not happen. I had to call them several times to see whats going on with the services that I requested and paid a deposit on October 16, 2023 installation begin while installing the window for my bedroom. The technician broke the window. They continue to install the window and told me that they made a note of it and theyll be back in a week to replace the window today is December 18, 2023 I have not received any communications from new South Windows in reference to when theyre gonna fix the repairs and inspection from the county. I contacted their office several times and the representative was extremely rude to me. She told me that I need to pay them in full in order for them to call for inspection I told them that my windows and door was being financed. When I checked my credit card they took the payment in full. I asked **** when the window will be installed. The representative told me that she do not have any. ETA the replacement window and inspection. Im a senior citizen, and I feel like new south is taken advantage of me.

  

  Business response

  02/07/2024

  ****************,
  First and foremost, thank you for choosing NewSouth Window Solutions to be your replacement window and door contractor.
  Secondly, I apologize for any short comings you have experienced throughout the process. Specifically, the final steps and service items you are waiting on.
  Per our ordering system, you have one service item that has an ETA to our location as 2/21/2024.  Our service department has contacted you throughout the month of January with status updates, and as soon as the service item arrives, we will schedule you for the replacement and inspection.
  Again, thank you for choosing NewSouth Window Solutions, and we look forward to finishing up your installation as soon as we can.

  Customer response

  03/02/2024

  The company contacted me once I called him and they will not return my call back. They told me my window was supposed to be installed on February 29. 2024 and that did not occur. My permit has expired for this project And I do not want to be faced with any fines from the county for not having the project inspect I would like ******* the person that came to my house and sold me a dream to contact me and tell me why why Ive been punished for making a purchase from new window

  

  Business response

  03/18/2024

  This service was completed, and customer is satisfied.  Service was completed on 3/14/2024.

   

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The installation of some windows/doors are completely wrong. Doors do not close properly, gaps are present, screens do not open/close. That is after numerous IN WRITING complaints. Although the general manager has admitted in writting that they have done a bad job and promised that "they will fix it" they keep delaying, not fixing the issue. We are not even sure if the product is safe to use as hurricane mitigation. They keep on giving postponing.

  

  Business response

  11/30/2023

  Service items were noted on 08/08/2023 and all services were completed on 11/02/2023.

  All items were addressed through our lifetime warranty on parts and installation.

  Thank you for choosing NewSouth Window Solutions of Fort Lauderdale.

   

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had 5 windows, a front door, 3 sliders, and a French door. All but 0ne of the doors have leaked into the house from day one,there have been attempts to resolve the issues but one of the doors still has black mold inside the window ( the repair crew tried to get rid of the mold by rinsing the inside of the window frame)...not even kidding! and two of the sliders were determined to have been installed improperly by a NewSouth repairman on his last visit, so far it has been 10 months that our flooring and some baseboards have been sitting exposed because of the continued water damage, first, they told us 2 months to order the doors then it went to two more weeks now they no longer return phone calls or respond to emails. These are supposed to be lifetime warranty doors and windows that we paid ********* dollars for.

  

  Business response

  08/22/2023

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

  Thank you for being our customer.  ***************, General Manager and *************************, Production Manager, have left messages with their personal cell phone numbers.  Service product isin stock and we are wanting to schedule these services.  Please call *** at your earliest.

  I apologize you have experienced water infiltration.  We are prepared to take additional steps to remedy.

   

  Thank you,

   

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

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 18, 2022, nine full frame windows were replaced. Inspection was November 17, 2022. Inspection did not pass because the caulk and exterior trim were installed, making it unable to see the screws. A second inspection was scheduled for December 14, 2022, it also did not pass because of the same reason. An engineering letter was requested. On December 17, 2022 and engineer came to the house and took photos of the windows. I've been calling since then every day to get a response. I've requested to speak with ******************************* (Regional Manager) and ***** (Office Manager) to no avail. As of today, i checked the permit and it is partially approved pending the engineering letter. I have had no contact from New South Windows. I call everyday.

  

  Business response

  02/13/2023

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

  Thank you for being our customer!  I am confirming that your job is complete.  Final Inspection has passed.  Remember, Your NewSouth Windows are covered by our Real, Lifetime, Non-Prorated - Part and Labor Warranty!

  If you need anything, please do not hesitate to call.

   

  Very best regards,

   

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

*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. ↩