Complaints

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Jul10th,2024, I spoke to Mr ****** ******** of New South Window Soultion about getting 3 exterior doors installed under the mysafeflhome program for ********** household. Mr ******** came to see me and my wife at my home on July 12th 2024, we talked about the specifics of the program and he assured me and my wife that NewSouth Window Knows about the program and participate in the program; however to be sure, he would call his office for their approval, which he did and was given their approval. We signed the contract 0n July 12/2024. Three days after signing the contract Mr ******** called to tell me that NEWSOUTH Window want me to sign a document guaranteeing the payment from the State of Florida 'MYSAFEFLHOME" i said no, he then said they want me to take out a Loan and pay them, and when I received the payment from the State of Florida i could re pay the loan, again i said no. August 1st, i received a call from NewSouth Window ( *****) telling me the same thing about taking out a loan because the money is coming to me and they and they are not going to get paid because some woman didn't pay them after receiving the payment from the state of *******. and the money is coming to me and they are not sure that they are going to get paid. She accused me 6times ,then i hung up on her. I need to have this resolved in writing because I have a signed and valid contract, and I am also Exploring what legal steps i should take regarding her insinuating that I am dishonest because of who I am. It is now over three months I NEED THIS TO BE RESOLVED BY SOMEONE WITH AUTHORITY ASAP. .

  

  Business response

  10/01/2024

  This complaint has been resolved I spoke to the customer and Mr. ****** understood everything I was stating regarding the new My Florida Safe Home changes. They would not be able to move forward doing business with us due to these changes. Please remove this complaint.

  Customer response

  10/23/2024

   
  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

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In late January 2023 New South Windows installed 11 new hurricane impact windows from a sister company Eco Windows in my home. One window, window number 8 was never right since the day it was installed. When window 8 was first installed a metal part that keeps the glass in the window was falling out. The installers said no problem will will just have our service department fix that for you. So when the service techs showed up the first time to fix it they tore the rubber gasket at the bottom of the window. So they said they would have to come back because they did not have the gasket material. Finally at the end of April 2023 they came to fix the gasket. When the techs put the window back in they broke the ballast in the window and they told me to NOT OPEN the window. The service manager at the time, ******** told me it would *********** to 8 weeks for the part to come in. In early October 2023 I called the service department again about this issue and spoke to ******** and she said I would be hearing from them in 4 weeks. No one called so I called and left a message and no call back. Just around Thanksgiving I spoke to the new service manager **** and he said the part would be in the first week of December. Since mid December 2023 I have left two messages for **** and again no call back. When speaking to **** around Thanksgiving I told him that three other windows had gaskets that were torn, or just plain missing on them. So those windows also need to be fixed. What I am simply asking for here is for New South to come to my home and finish the job on window number 8, and repair the gasket material as per their warranty on windows number 9, 10 and 11.

  

  Business response

  01/22/2024

  We have been in constant contact with ****************** throughout the project. In speaking with ****************** last week, he is having issues with a few windows. We offered to replace line #8 (his primary issue) but he declined and stated he would prefer it be repaired. We have been waiting on the Vendor to perform the service, but Mr. is not pleased with their level of responsiveness. We have a site visit scheduled with the customer today 1/22/2024, our Production Manager will be attending. We will work with the customer to provide a resolution to his issues. Customer was thankful for our call. and we look forward to getting things turned around for this customer.

  Customer response

  01/22/2024

  I will be meeting with the Production Manager of *** South Windows today.  So far I am happy with their response, however I have heard more than once over the past year how they were going to take care of my problems, so I do not want to close the case until the windows are actually fixed.  Regarding window number 8, doing a total replacement of this window is not necessary and will cause me a lot of extra work.  The only thing wrong with that window at this point is the ballast needs replaced, the ballast that the *** South Windows service techs broke in April of 2023.  This is how long i have been waiting for this issue to be resolved.  If *** South did a total replacement of this window I would have to prime and paint my exterior of my house in that area again.  I am 73 years old, have lower back problems and do not want to have to repaint that area again.  Also window numbers 9, 10 and 11 need the gaskets replaced as they are torn or in once case completely missing. They blame the delays so far on the vendor Eco Windows, however the sales pitch that *** South Windows gave me at the time was how great their ****************** was and how responsive they would be to fixing issues.  Eco Windows is a ****** ******* of *** South Windows.  Both companies are owned by **************, so I find trying to blame the other ******* rather hollow.  If Eco Windows is so hard to deal with for *** South then they should not of sold me their windows. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  UPDATE - November 9, 2023 WARNING!!!They showed up with the replacement today! Finally!Guess what? WRONG SIZE AGAIN! Another six months or so and maybe theyll be back? Who knows at this point.I CANNOT STRESS ENOUGH THAT YOU SHOULD NOT HIRE THIS OUTFIT TO HANDLE YOUR WINDOWS.UPDATE- September 27, 2023 Below I indicated that they still had not repaired the window. That was 4 months ago. I called today and was told that the order isnt in yet, and that according to their records, its only been a month since ordering. Its been 7 months total now.DO NOT TRUST THIS OUTFITS LIFETIME WARRANTY. All it apparently means is that youll wait a lifetime for it to be rectified.##Went with New South because I believe their product was the best. They might be. But the holes they left in my wall that went I repaired, the TWO broken marble window ***** that still havent been replaced, the three windows that failed inspection for not having enough screws, the bad paperwork filed with the city missing crucial images showing their t-bars, didnt leave me feeling like I should have them finish the second half planned for the following year. I still have a broken window that they guaranteed theyd replace. Someone came by with a wrong sized replacement, and we never heard from them again.Do not recommend. Someone else will probably be getting the rest of the house.

  

  Business response

  01/16/2024

  As of 12/29/2023, all windows and services associated with the installation have been completed and signed off.  Yes, I agree there were some difficulties associated with the completion of this project.  We have corrected the installation problems, and you are covered under our lifetime warranty.  ************ did take an extended period of time to complete, but we were there to finish the services at the end.  We are still scheduled for the remainder of the fixes associated with the installation.  Service related to damaged windowsills and wall damage is scheduled for 1/11/2024.  I apologize for the struggles that you experienced in the past.  As the new Market leader, I assure that you will find more timely responses if you have any future services.

   

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had $4500 deposit check with New South Window but decided not to move forward with the work anymore. Sometimes last year 2022 New South Window called us and stated: since we are not moving forward with work they canceling the work and sending back our deposit to ** via mail which as of today 5/31/23 we never received. Attempted to communicate several times with them via phone calls and e-mail. New South Window never respond to our emails. Phone calls spoke to several rep there when demanding speak to a supervisor name ******* or ****** the excuse was at first they have to track down my payment made with corporate office then when provided them with evidence another excuse was they cant refund it back because I waited too long before requesting the money back. But yet I have all the evidence where I have tried to communicate the request for my deposit with the representative ******* several times. When I ask to speak to another supervisor or the owner they refused to let me do that but yet they never respond to my emails sent to them. This is wrong doing

  

  Business response

  06/02/2023

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

  Please feel free to reach out to me directly at ********************************************************.  You purchased your windows, and we manufactured them.  You indicated that another window company pulled a permit under your name erroneously.  That is not easy to do.  I'm not sure your situation, but it would appear that you purchased windows from two different companies.  We have had your product since 2020.  These are custom made windows.  Based on our written agreement, there will not be a refund.

   

  I hope to hear from you so we can move forward with your install.

   

  Very best regards,

   

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

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 15th, 2022 we contracted New South Windows to install 7 windows in our home. They promised delivery and installation by the end of Jan. 2023. they installed end of March 2023. Installation was rushed, a new window frame was damaged by the installer, and the large window was not cleaned prior to the factory putting them together leaving it dirty on the inside of the (2) pane glass. The long strips to cover the screws are still laying in my living room, the windows installed have not had the stickers removed by the company, the small bathroom window when closed is wider on the bottom than the top, and the screens don't fit correctly and the horizontal cross bars for our large living room window that were contracted to be bronze were delivered bronze on the outside and white on the inside. The caulking they did could have been done better by a 2 year old playing in the mud.The company sent one guy to come over and clean up, when I asked him to remove the stickers as promised by the company he got in his truck and left.I was promised that the window frame, window, and ******** would be replaced by their General Manager and Service Manager, however, none of them can give a straight and true answer. And as of today May 12th, 2023 New South has not responded since May 6th with a text that they don't have a date to do the work to make it right.They claim to be a one-stop shop however Eco is the manufacturer, PGT does some of the service and New South just keeps selling and feeding new customers the biggest scam possible.Their GM thought a Publix card would keep me pacified, but his promises have all turned into lies.The worst part is I not only gave them a $2,500 deposit I financed the remaining through Synchrony and have had to make monthly payments even though the work is not acceptable.

  

  Business response

  05/31/2023

  Mr. and ***************,

  My Service Manager, *****, has just left your house and indicates everything is complete to your satisfaction.  I appreciate your patience and for allowing us to complete your project.

  Your NewSouth product is covered by our Real, Lifetime, Non-Prorated - Part and Labor Warranty.  Thank you for being our customer.

   

  Very best regards,

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

  Customer response

  06/01/2023

   
  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,
  
  *********************

• Initial Complaint

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Have called 10 times left messages, no call back. To repair marble window still broken when windows removed and installed in several places- window seal inside the glass was damage when windows installed/ made, screens do not fit properly, letting in bugs due to gaps between- and missing plastic covering for sharp edges

  

  Business response

  04/20/2023

  NewSouth Windows (*************************) Service Manager has spoken with *****************, ******* at length last week and scheduled service to go out on 4/27 to do repairs. 
  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed the contract with Palm Beach New South Windows on 8/30/22. On October 19, 2022, the windows were installed, however, one of the window screens was bent and needed to be replaced. On 11/9 I called and spoke to ***** who informed me the screen was ordered and that he would have ******************* me with an update. On 11/14, ******* called to inform the inspection was scheduled for 11/21. On the 21st, I failed the inspection because the inspector could not open the emergency exit window. Wherein I called ******* back and was informed ******* was out of the office but she would send a tech. That same day, the tech arrived only to inform me the window that was installed had no wheels and they would have to be ordered. On 11/23 I called and spoke to ******* who informed me he ordered the wheel and once it comes in, he'll have the Tech install the screen and wheel. Then, on 12/13 I called and spoke to ***** who informed me he would check with ******* and call me back. On January 5, 2023, I again called and spoke to ***** who inform me ******* was in the field and that he would text him for an update and will call me back. This same day I sent the owner of the Company ***************** whose office is in ***** an email.Here is 3 months later, never got the window repaired or the window screen replaced. I paid $8,225.00 which was deposited right away but I've had no satisfaction in getting service done.

  

  Business response

  02/24/2023

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

   

  First and foremost, thank you for being our customer.  I apologize for the time it is taking to replace your screen. It is on order.  I am glad to hear we have addressed the rollers needing replaced on your window sash.  As follow up to your conversation with our Production Manager, ******************, we will be making you a temporary screen replacement to utilize until the new screen is received.  Remember, your NewSouth Windows are covered by our Real, Lifetime, Non-Prorated - Part and Labor Warranty!

   

  Please do not hesitate to call if you need anything.

  Very best regards,

   

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

  Customer response

  02/24/2023

   
  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,
  
  *********************

• Initial Complaint

  11/14/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 9/28/2022 we signed a contract that included the manufacture and installation of 4 windows for our condo on the specified address. When we asked about the installation date the sales person (*****************************) told us that because they are manufacturers and there's no middle man, the installation will be scheduled for the first or second week of December. On 11/09/2022 we received a call from New South Window Solutions requesting an appointment for 11/16/2022 for measurement. I asked the person if we were still on scheduled for the installation for the first or second week of December and he replied that the installation was going to happen eight or ten weeks from 11/16/22 and no from 9/28/2022 as agreed with the sales person. Immediately, I contacted the sales person (******************) about the call and he tried to convince me about the new date, I told him that was not what we agreed and told me I'll call you back but he never did call me. I called the window company and they suggested to call the sales person. I called the sales person (*******, M) 3 times but he never answered my calls. At this point, we are very disappointed with this company's way to conduct business, so we demand our deposit of ($608.00) to be refunded back to us.

  

  Business response

  12/09/2022

  A full refund has been made.

  Customer response

  12/19/2022

   
  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,
  
  Digno & ********************* ****

• Initial Complaint

  08/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 17 January 2022 I ordered TWO FROSTED High Impact Windows and gave a Check for $1,830.00.New South Window Solutions installed the WRONG two windows. Knowing this, the company PROMISED to expedite this order and received an additional $3,320.00. After several attempts to contact there offices (***** and ********* Beach), I received the company's Dissatisfied Experience Form which I completed on 07/13/2022 at 2:16 PM. As of today, 08/23/2022 I have not received a response as to when the new windows will be installed?????Please attempt to contact the company, because I have been unsuccessful!!!!

  

  Business response

  09/08/2022

  NewSouth installed windows for the Bormans months back, but there was confusion about the glass. The customer expected a white inner layer creating obscurity but we ordered regular obscured and installed them. We then placed an order for replacement glass with the white inner layer to meet the customer's expectations. They have their *********************- but not with the glass they expected, and we are at the mercy of supply chain issues. The sizes make it difficult to get the replacement glass. The glass has been on order for quite a time now. We wnat to get this resolved and be able to move our customer to the warranty phase of our relationship as soon as possible. 

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered eleven (11) new windows & placed them under contract 12/30/2021. We were informed that the majority of the work would be done from the outside of the home, although some will be inside. The inside would remain the same when they were done, and all the interior appearance would remain the same. We showed the salesman, ***************************** our PGT windows that had been installed in 2016 in an addition we had put on our home, and we told him we wanted to match them. After New South installed our windows on 2/19/2022 we discovered that our blinds no longer fit in the window frame but protruded past the edge of the wall by 1 1/2" (one and one half inches.) I could not longer use my tension curtain rods inside the window frame and the only way to cover the unfinished edge of the blinds was to hang curtains on traditional rods. After investigating our complaint and making many promises to come up with a solution, The Production Manager then said he did not know how to solve this he offered us $500.00, which I refused. This has created a impossible problem with the interior of our home and I countered his offer and told him I would settle for $900.00. We never heard back and on 4/6/2022 we received a $500.00 check from New South (Which I have not cashed. We believe the emotional damage caused to an 80 Year old couple who can no longer physically make corrections on our own, and the damage to the inside of our home forcing us to make unwanted adjustments to our decor, is worth more than the unsolicited check from New South **************** which arrived without any letter of explanation. Please se attachment for detailed accounting and photos of the conditions they left us with.

  

  Business response

  05/12/2022

  We misunderstood and thought the $500 was acceptable. We will arrange for the remaining$400 to be sent. 

  Customer response

  05/12/2022

   
  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. ↩