ComplaintsforNewSouth Window Solutions of Pensacola, LLC.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I recently purchased windows from New South Windows. I love them but when you buy something new it should be clean and mine are filthy. When I asked who’s going to clean them I was told that they don’t do that. So I paid all of this money and now I have to pay someone to clean them DollarsBusiness response
09/22/2023
Mz. ***********,
Thank you for being our customer! I am so happy you love your new NewSouth Windows and apologize that they needed a good cleaning. As follow up to my voicemail, I am glad that we took care of the cleaning, and all is well. If you ever need anything, please call me on my personal cell phone number (i left on our answering machine).
Remember, your NewSouth Windows are covered by our Real, Lifetime, Non-Prorated - Part and Labor Warranty for as long as you own your home.
One Call Does it All! We are only a phone call away.
Very best regards,
Rob ******
Initial Complaint
02/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I need warranty work and can’t get anyone on the phone in the Pensacola office or the head quarters. I sent an email and no response. It’s pretty simple but you can’t talk to anyone.Business response
03/13/2023
We contacted Mr. **** and the service was taken care of on March 3rd.Initial Complaint
08/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Installation of the windows in my home. I have sent a letter to Rich ***** and Tana ******* with New South Window Solutions without response. The Letter is included. I will upload the letter.Business response
10/05/2022
We apologize for any inconvenience this has caused. During installation we determined two windows would need to be re-ordered along with a defective piece of glass. All three items have been ordered and we are waiting on the replacements. Mr. ******* submitted pictures to our team showing items that he would like addressed. NewSouth spoke with Mrs. ******* on September 1, 2022 to schedule a time that would work to address any service needs prior to receiving the two replacement windows and piece of glass. Service technicians went out to the ******* home on September 9, 2022 and Mr. ******* was not aware that his wife made the arrangements for us to be there, and we were asked to leave. We have been in contact with Mr. ******* and due to prior engagements, the customer will not be available until November 2, 2022 for us to go back out to the home. Our goal is completing the project during this visit and addressing any issues Mr. ******* has with his project.Initial Complaint
07/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I've been waiting months to have them finish and fix the installation of 4 sliding glass doors. They are on crooked, there are openings to the outside that let frogs lizards and snakes into the house. There is no trim, there is no insulation do you can see to the outside from inside the house. Weep holes drain indoors leaving my floor wet. Appears the doors were not measured correctly so the trim is crushed where the mallet was used to jam them into the opening. Missing plugs in the doors let's the wasps build nests inside the doors.Customer response
07/05/2022
Phone number is *** *** ****Business response
08/15/2022
The business called BBB on Friday and indicated that they were currently at the consumers residence making repairs. Further stated that they were at the consumers residence on July 21st , assessing the repairs needed.Initial Complaint
03/30/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
We had all new hurricane impact windows and doors put in around February 2021. One of the doors came cracked and we asked for a replacement. More than a year later, we still do not have a replacement door. For the cost of that door and the windows, you would think we would see more professionalism and pride in their products! We have called on numerous occasions to be told they are still making it or told someone would return our call and let us know what is going on. Also, the crew that put in the windows did a horrible and sloppy job! Even the employee who came to measure the door for the replacement door said we should have complained about the sloppy work. Nearly $40,000 in products we spent and we are totally disappointed in what we have received. There is no reason we should not have a replacement door over a year later!Business response
05/09/2022
Business Response /* (1000, 10, 2022/04/19) */ I truly apologize for the inconvenience and unfinished product. We have had some turnover in the service department and thought your project was completed. I will have my Project Manager schedule a time with you to review your project and address any issues. Once the door is received, I will get you on the schedule for a replacement, I have been provided a late May arrival for the replacement. I have left a message on your voicemail with this information. Please feel free to reach out to me with any questions.Initial Complaint
10/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Jan. 18 2021 I signed a contract and paid $6,000.00 deposit to provide and install 2 windows and 2 doors . There are several problems with both sliding doors: gaps in metal , plugs missing , 8' door track installed incorrect which moves up and down when door is opened, 1 gap in metal in 1 window, all trash still at my house. The trash was suppose to be hauled off by New South. An invoice was sent to them to replace a wood floor that was damaged by water they let get into my house during installation. I have sent emails about the issues and my last response from them 7/30/21. New South said they would get with their engineers and get back to me in a few days. I never heard from them. Since I never heard anything from them, I hired a lawyer and the lawyer sent a letter to resolve the issues in 30 days this was mailed on Sept 7 2021. It has been 30 days, I have not received any kind of response from new south windows.Business response
11/23/2021
Business Response /* (1000, 11, 2021/11/10) */ I apologize for any inconvenience this has caused. NewSouth Window has not received a letter or an invoice from a lawyer regarding this project. Mr. Hipsh is on our schedule Nov. 11th to address and resolve all complaints listed.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
8 total complaints in the last 3 years.
2 complaints closed in the last 12 months.