ComplaintsforNewSouth Window Solutions of New Orleans, LLC

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 09/30/2023 i entered into a contract with New South Windows with there sales representative ********************************* in the amount of $40000.00. I paid a down payment of $6000.00 cash and $6000.00 check. In the contract it states I have 3 days to rescind the contract and this is also provided by federal law. On October 2, 2023 I sent a certified letter to their ******** ********* office in which I stated I wanted to rescind the contract and no longer wanted to purchase windows from New South Windows and the certified letter was signed for by ******************************* at that office. I placed a stop payment on the $6000.00 check. I requested a refund of my $6000.00 cash payment which should of been done within 10 days as required by federal law. After not receiving a refund after sending the certified letter I wrote a second letter and received a rude voicemail from the manager at that location saying I had to call to get my money refunded. I do not wish to communicate with this office. These funds should of been refunded to me within 10 days since I followed the proper procedures. It is now November 1, 2023 and my funds have not been refunded. I am requesting a refund of my $6000.00.

  

  Business response

  11/01/2023

  All you have to do is pick up the phone and call us back. The Market President has personally called you 2 times and left a message, your sales rep has called you multiple times and the Office Manager has called you and left as well concerning your deposit. We have never received a call back. You canceled your contract within the 3 days and we are not going to deposit the money.  It is still here at our showroom office and because it is cash, we will not deposit the money for a canceled contract. You will have to come into the showroom to pick up your cash deposit. if you listen to your messages and call us back, you can schedule a time for you to pick up your deposit. 

  Thank you,

   

• Initial Complaint

  11/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I chose this window company for the beefy supposedly well designed window. I placed my order 10 months ago. To this day I still do not have all my windows installed. When the windows first arrived they didnt even match. they had all different ones sent in. Second the first installer was awful! I kept telling him the windows were not being installed right and he said they were. The windows leaked first rain that came after installation. I had a building inspector come out to confirm the windows were improperly installed. They reordered the windows so that they all matched, sent out a second installer to fix the problems the first installer made. the new windows that were ordered were the wrong size for 3 of them. *** called and left several messages with nobody returning my calls. They keep telling me I have to speak to *******, which I am starting to believe is a made up person. Its ashamed that I have to get lawyers involved just to get my house put back together. Also contacting the ********* *************** and filing a complaint as well.

  

  Business response

  11/12/2022

  The original employee that was handling this issue was removed from his position for these reasons. We have spoken to and visited the customer and his home. We determined the issues and have reordered the windows as promised last week. When the windows come in, we will schedule to have them replaced asap. We are sorry for the issues and will continue to work with the Homeowner to resolve the issues. 

   

  Thank you, 

• Initial Complaint

  10/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Contract was sighed 4/29/22. No materials have been delivered. job has yet to be completed as of 9/27/22.No plausible explanation has been given. I gave a $4000.00 down payment and so far, I have nothing to show for it.

  

  Business response

  10/03/2022

  Most of the material is in our warehouse. We are still waiting on a few parts to come in. They should be in shortly. I assure you that we are working hard to get everything we need to complete your project.  The delays are not intended and are also not typical. We will get your project completed as fast as we can. Also, ************************* is no longer a part of the company. If you have any other questions you are welcome to call NewSouth anything during our business hours. 

   

  Thank you, 

  Customer response

  10/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  
    Telling me that they expect the materiel to be in shortly, is not giving me a firm date. You have been saying " shortly " 21/2 months and its' going on 6 months for a 12 week job.

  I'm sorry but your word doesn't me that much to me anymore. If you want to get back in my good graces, finish the job. Also, I would appreciate some type of monetary compensation for the

  inconvenience and worry that you have put me through in not keeping your word.

  
  

  

  Business response

  10/14/2022

  There is no information, no customer name, address or phone number to know who this is or if its legitimate claim. 

   

  Thank you, 

   

  

  Business response

  10/28/2022

  He has been updated and we will continue to keep him updated on the material that has not arrived for his install. We fully intend on completing the project as soon as all material has arrived. 

   

  Thank you. 

• Initial Complaint

  08/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered windows on 11/22/2021. The total **** was in excess of $28,000.00. One set of windows was 3 across, each window 36" wide by 96" tall. The delivered windows were only 93" tall, 3 inches short. The original window being replaced had been completely blown out during hurricane *** and the window opening was covered by plywood and a plastic tarp. It had taken from November until April 2022 to get the windows delivered. Though I let my displeasure be known, it was not a viable option to leave a 18 sq. ft. hole in my house for several months while replacement windows were ordered. I really had no choice but to allow installation of the deficient windows. The final window installation was accomplished 7/27/22, over 9 months after the sales order. This was due in most part to shoddy workmanship during initial installation in April by apparently unqualified workers and subsequent efforts to repair the installation. Newsouth eventually obtained the services of a contractor that was able to effect a 'functional' installation. Even though the final contractor did what he could, the final result is an inadequate and unsightly installation. During a recent thunderstorm there were 'whistling' noises noticed, previously unheard, that could mean the window is not air tight. During the installation process I conveyed to Newsouth that I should be due some financial compensation due to the deficient windows. I have tried to contact Newsouth and lodge a complaint and initiate a claim, but when I call I can only reach a clerical employee that says someone will return my call. That effort has been as futile as getting the quality of window that I had expected for the money I spent. I estimate $5,000.00 to get this corrected. It will be by others. I do not want Newsouth back on my property.

  

  Business response

  08/02/2022

  We are sorry about how you feel but unfortunately things don't go as planned. Your experience  is rare but equally concerning. I have been made aware of any issues along the way and I know that we have been in constant contact with you throughout your project. Any service issue call will be taken and a service will be opened. NewSouth has been made aware of your concerns and we will have someone out ASAP to handle this new service. The windows you purchased have been installed and you signed off on the completion so all new issues will be treated as a service. You also have a lifetime labor and product warranty.

  You will get a call from the Market President by the end of the week to discuss your concerns. In the mean time, if you have any new issues that occur, please call feel free to call the office or reach out our Production Manger,  ******. 

   

  Thanks you for being a customer.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 11-14-21 *************************** came to demonstrate and give an estimate for H353035**3536323035Hs that were damaged in my home by hurricane ***. Before he could quote a price, info had to be filled out on his table computer program. He even called his boss to find that by financing it would be cheaper but explaining to me I could pay it all off and not do financing. There were many parts of this questionnaire that I did not like but he explained to me again that it was part of the program in order to get the quote. I could not read what was on the small tablet and asked him to explain it to me before I initialed. He told me he would give me a copy before he left which I did not receive. On 11/18 I wrote to him asking for paperwork which I got no reply I also call and left a message but no call back. At no time the word contract was ever used. I asked for the cost I asked for an estimate I explained I had to work with my son who was out of town before I agree to any H353035**3536323035Hs. ***** did ask when my son would be back. That would have been a good time to let me know that I had 3 day to cancel since this was a contract but nothing was mentioned! I explained I was starting to look and he was the first. I did not realize until my bank statement came that I was charged $2980 from them. Speaking to ****** from the company who had to go to ******* the owner to find out that this was the payment to get started on my contract. After speaking with ******* who said my contract was legal and binding and I could not get out of it. That I had to have known it was a contract. If I would&#**;ve known it was a legal contract I would&#**;ve signed my legal name and my son would have initialed. I feel I was misled and lied to and even though their H353035**3536323035Hs might be impressive I do not wish to work with this company. It was a total scam from the beginning

  

  Business response

  01/26/2022

  We went to see *************** on 11/14/2021. Our **** *************************** visited with ************** on that date. She was very excited about the windows. ***** even called me to see if I could offer an additional discount so ************** would move forward and she accepted. Now to make a purchase with NewSouth Window, you have to sign a contract. In her contract, ***** has initialed the form in 6 different places, and signed it in 3 different places agreeing to the project. One place that she signed is also the 3 days right to cancel.  Also ************** gave us her credit card,  signed a credit authorization form to make a deposit for $2980.  She also Financed the project with Synchrony with an 18 month no interest plan. That plan also cannot be opened without her permission and she also agreed to the terms that were sent to her email and signed digitally. 

  On 11/18/2021 ************************* called to set up the precision measure for her window project. When they spoke her response was,  "wants to wait until beginning of year to move forward". ********************* never said I don't want to do the project.  So we did as she asked and called her during the new year. on 1/12 ****** again called ************** and again she is not yet ready to move forward, but will talk in two weeks. On 1/20 *************** called  us back and spoke to *****************************, and asked "Wanted sales to call has some questions". 1/20 I personally called ************** and she said she doesn't remember signing a contract, didn't give us her credit card and didn't sign  for her financing. I asked her to verify her email because the email is how its all sent and it correct, and explained that we are now well past 2 months with not 1 time ever did she ask to cancel her contract. 

  We are legally obligated to fulfill the contract. If you read page 7 of the contract, Buyers Right To Cancel, "If you cancel this agreement after the deadline , then we will not refund any of your deposit". 

  Thanks,

  Charles 

  Customer response

  01/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  
  What ******* stated in his response is incorrect. I signed off on what I believed to be an estimate, not a contract. When ***** came to my house to provide an estimate, I couldn't read the language on the tablet and requested that it be printed so that I could read and review it. Instead, ***** simply told me what was written on the tablet. He told me it was not necessary to print and review the document, as he would leave the paperwork with me. In fact, he did not leave paperwork with me. Thinking it was just an estimate, I agreed to sign it. Needless to say, he never mentioned that this was a completed contract, nor did he inform me of the three-day cancellation period at anytime before I signed it.

  I later spoke with ******, a project manager, and specifically explained that I was still undecided as to the company I would choose and that I was still in the process of researching various companies and receiving estimates.

  I believe ***** intentionally misled me regarding the terms and conditions in the "contract" in order to induce me to contract with his company. I told ***** I was not interested in financing the windows and he required me to sign a form indicating I was not interested in financing. ***** required that I provide my credit card but assured me that I would not be charged anything on the card without my express authorization. At no time did I expressly authorize the company to charge me for any of its services.
  

  I am a 72 year old woman on a fixed income who has now realized that this company, its management, and its sales representatives have take advantage of me. As a result of the company's misrepresentations, I have experienced severe anxiety and distress as well as a loss of savings.
  
  Regards,
  
  *****************************
  
   
  

  

  Business response

  01/31/2022

  We have very detailed notes in our system from every conversation. Never did *************** ever say she wanted to cancel and if we will refer back to the contract page 7 Buyers right to cancel.  *************** had 3 days to notify us in writing if she wanted to cancel. She insists on saying they she was mislead and there is no evidence that she was mislead ever.  Again, she signed her contract 3 times, she initialed her contract 6 times, page 6 signed once and initialed 3 times, page 7 initialed 1 time, page 8 initialed 2 times and signed 1 time and page 9 signed 1 time. She also also gave us her credit card and signed an authorization to charge her card $2980. *************** also signed a Synchrony application and sales slip after it was approved. I have also offered *************** a way to modify the contract so we can reduce the amount of windows, and try to do less and she can choose the ones she wants to do.  This is a way so she can get something for her payment.  She also refused.  At this point, over 2 months from the purchase date, I will be forced to keep the deposit unless *************** is willing to work with us. I will include ***************** signed Credit card Authorization. I have blacked out all but the last 4 digits so show *************** Authorized did in fact authorize the payment.

   

  Thank you, 

   

  Charles 

*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. ↩