Complaints
This profile includes complaints for NewSouth Window Solutions, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 95 total complaints in the last 3 years.
- 29 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/03/2025
Type: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.
Last June we had over $20,000 of hurricane impact windows installed in our home. Upon completion of installation, the installers and ourselves inspected the windows finding multiple panes of glass damaged as well as screens. New South took pictures and created a damage report assuring us that the repairs would be completed immediately. To date, March 1st, ten months later and multiple phone calls, texts and emails later, we have been ignored. We have copies of the report with pictures of the damage and New South is not fulfilling their obligation to repair the damage their personnel caused. We are seeking assistance from the BBB to urge New South to repair their damaged products of which we are paying full price.
Business Response
Date: 03/03/2025
A warranty Service was generated through our Eco Pro Connect portal on 9/16/2024 (KG 9/16 ECO ProConnect Case #*********) Our follow up on this service needed to be better. I have left a message for Mr. ****** to call me back so we may discuss the follow up needed to resolve his warranty issues. I will have a follow up note to submit after a new Pro Connect case is issued. My goal is to personally handle this with Mr. ****** through completion.Customer Answer
Date: 03/04/2025
Complaint: 23009499
I am rejecting this response because:I received one call from **** which I missed, but called **** multiple times since his only call and sent a text message and have not heard back. So, there is not even any phone tag; just silence on their end. This has been the typical behavior from ********* we have received over the last several months. Well get a name and number, we make contact and then were ignored.
Sincerely,
***** ******************
Business Response
Date: 03/05/2025
I have made arrangements to meet with Mr. ****** at his home on Saturday 3/8/2025 to personally review the issues he has so appropriate actions can be taken.Initial Complaint
Date:02/25/2025
Type: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.
see Attached documentBusiness Response
Date: 03/24/2025
NewSouth will be going out on 3/29/25 9-11am to address the Homeowners concerns. We will follow up with any other outcomes.Customer Answer
Date: 04/02/2025
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.
On 3-29-25 Bobby Y**** came out to discuss my concerns. He emailed me a Plan to include returning in approximately 4 weeks to install a new picture window and fix the the other issues as listed in the Plan. I accept and appreciate this Plan to help me rectify my door and windows isues.Sincerely,
***** ******Initial Complaint
Date:02/20/2025
Type: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 Impact Glass Windows from New South Window Solutions ******************** Office and had many difficulties with the installation and product.The product was finally completed in August of 2024 and within a month we noticed a crack in Window #5 that has now traveled to a nearly complete circle.We notified New South Windows in September and the responses have been inadequate or non-existent. (See Call List Attachment).I am also notifying the Company president that the BBB has provided in hope that we can get this resolved.Business Response
Date: 02/20/2025
Mr. ***********,
Thank you for taking the time to correspond with us today. We apologize for the delay in response. As **** mentioned he will update you with the expedited ETA on your service parts. Although the system generated a longer than expedited ETA, we are requesting an expedite and you will hear back from him on the status of that information by the end of next week. Once again, we appreciate your patience and correspondence.
Regards,
*****
Initial Complaint
Date:02/19/2025
Type: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.
Purchase windows two homes ************************************************************************************. Reached out more than dozen times to get them to come back post county inspection. They are paid in full approx 40 k but no one seems to return messages. They are suppose to finish the job with trim and clean up. Wont return calls schedule or finishInitial Complaint
Date:02/17/2025
Type: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 Windows (***) incorrectly installed a window resulting is water damage and black mold. NSW said they would reinstall the window and reimburse me for the damage and that the installer would write me a check when the work was completed. The installer did not write me a check. Three months later and I have yet to be reimbursed. This is not a dispute. *** agreed from the beginning to reimburse me yet in fact has not.Initial Complaint
Date:01/24/2025
Type: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 communication, follow up, and follow thru from this company are non existent. We have had a window that was installed by NewSouth develop a window seal failure that starting showing a couple of years ago. It took many phone calls and email to get the company to come out and assess the window. They came out a few times due to contractor not wanting to go up the ladder and inaccurate measurements of the window. On the last visit in the summer of 2024, they measured for a template. We have not heard anything since. I've emailed President ***** ****** with no response back. I called last month and finally got a hold of someone in service. He couldn't tell me why there was such a delay, but stated they would call back to set us up for January. We'll, it's January and still not follow up or communication!Business Response
Date: 02/06/2025
We currently have an appointment set for 2/22 8-10am. We will address all issues at that time.Customer Answer
Date: 02/10/2025
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:12/19/2024
Type: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.
I have $2500 in repairs that came out of my pocket because of the terrible job done when NewSouth Windows installed our windows and door. I would like this money refunded to me.Customer Answer
Date: 12/19/2024
I originally worked with NewSouth Windows in ********* but that showroom closed down. I then started working with *** ******* in Tampa to try to resolve my issues.Business Response
Date: 01/09/2025
Our manager overseeing his project had reached out to Mr. ****** regarding his refund. We had no documentation on the customer service agreement stating there was siding issues or that our workers did the siding he was talking about, so we denied his refund request.Customer Answer
Date: 01/17/2025
Complaint: 22709364
I am rejecting this response because: Two pieces of siding blew off of the house after they replaced a bunch of siding on my house. The siding that blew off was not part of the replacement siding but that never happened until they started replacing siding. The siding that came off was right above what they replaced and it blew off because they did not put it on correctly. They damaged almost half of the siding on one side of the house and they should have to pay for my time away from work for all of their visits and for what I had to pay to get the siding put on the house correctly.
Sincerely,
****** ******Business Response
Date: 01/27/2025
*** *******Customer Answer
Date: 02/05/2025
This response was provided verbally to BBB:
The business resolved our issues. I received a refund check yesterday.
Initial Complaint
Date:12/05/2024
Type: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.
I have had a long and ongoing problem with trying to get my two windows fixed under my warranty.July 25th 2014 My account was credited for $1,000 (Invoice # New-725) the agreed upon amount by the owner **** for not getting the correct french doors, wrong size window, and space underneath the front door March 22 2022 notified NS problem with two windows and needed them replaced under my warranty. March 24th ******** ***** called me to say that I owed $1,000 and the my warranty was revoked. March 31st she stated it was an error and it was resolved. She scheduled an appointment for May No one showed up. Rescheduled for November 7th they measured the two windows took pictures and said that he would order the windows and should be ready in a couple weeks. Several days later I get a phone call from them stating that he had the wrong measurements and that he needed to come back. He schedule another appointment for November 15 to remeasure. November 15th Th gentleman came back and did the measurements again and stated the window should be ready in a couple of weeks. Several weeks later, I called to find out when the windows would be in and I was told they would call me back. The next day I received a phone call from a rude gentleman stating that I will not be getting the windows. I have no warranty and he didn't want to hear anything I had to say. I emailed New South Windows again and finally on 12/2023 **** ****** sent me an email saying he assured me that I will be receiving a follow up call to resolve this. I then received a call from ******* ********** saying he would be over to measure for the replacement windows which he did on 12/14/23. The windows were supposed to be in by Feb of March the latest. One year later I have not had a phone, email or any communication about my windows. I have tried several times but to no avail. I still need my two windows replaced and my life time warranty honored.Customer Answer
Date: 02/05/2025
This response was provided verbally to BBB:
The business has made an appointment to come out next Tuesday to resolve the issues. I have reservations about this, as they have not addressed things prior to now.
Business Response
Date: 02/05/2025
Customer requested next week for sill install set up for Tuesday 2/11 with ****. Customer has been updated via e-mail today.Initial Complaint
Date:12/05/2024
Type: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 was sold windows that were multi pane ie pgt windows but instead got single pane laminated eco windows that are used by ******** and discount builders. Aside from taking over a year to complete the job windows fog up in the summer. I went with *** because there windows looked like the best instead I got cheap imitations. I want some of my money back.Business Response
Date: 12/05/2024
Mr. ********-
Thank you for taking the time to communicate your concerns. We continue to be committed to get your job completed. As you and I have discussed, once your job is completed, we can continue the previous conversations around contracted product types and next steps.
Please feel free to reach me at ************ option #2.
Thank you,
***** ****
Initial Complaint
Date:11/27/2024
Type: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 would like the job finished, and $200. Compensation for waiting for 2 days with no call until after the second scheduled appointment . My 1st appointment was Monday November 25 2024 between 8am and 10am I received a call at 11:30am stating that they will not be able to come then rescheduled for Tuesday November 26 2024 better 8am and 10am, this time I called at 11am and was told that the half owner of the business was letting her daughter answer the phone and didn't write it down. Now they booked me out till December 5th between 8am and 10am, this is unacceptable. Was told be done before holidays and now it will not be, and another day off work. I was laughed at when I told her daughter forgot to write it down. I did not get to speak to any manager at allCustomer Answer
Date: 02/05/2025
This response was provided verbally to BBB:
The issue has not been resolved as of yet. They have made three different appointments to come out to address the issues. Each time, they cancelled the appointment after the scheduled time.
They made their next appointment for Saturday, 2/8. I have little confidence that they will keep that appointment.
Business Response
Date: 02/06/2025
We have an appointment for 2/7 8-10am to address the issues of the job. After the job is complete then we will call and discuss any compensation.
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