Complaints

The 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:01/30/2025

  Type:Service or Repair Issues
  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 hired the Columbia office to install a walk-in shower in February of 2024, for the price of $*********. It took several weeks for the job to be completed because they measured the doors wrong and they would not fit, so they had to reorder more doors. Shortly after installation, I noticed that the door was leaking at the bottom corner while showering. I reported this to the company, and after numerous calls, they came back and attempted to stop the leak in July. The door is now too tight at the bottom to the point of the seal being ripped off from opening and closing the door. Also, there is a visible gap where the door closes and the glass panel is an inch taller than the door. Two company representatives have been out to examine it and agreed that it needs to be fixed. I was assured that it would be taken care of months ago. I have not heard back from the company since the last representative visited. I have been ignored for months. I just wanted them to solve a problem that they caused, and stand behind their work. They seem unwilling to do this. I made one more attempt last week to get this matter resolved. I spoke with the service manager on Tuesday (Hope) and was promised a call back that day. That was over a week ago and I have heard nothing from them. I have once again been lied to and ignored. Dealing with this company has been ridiculous and, at this point, I would like a refund so that I can hire another contractor to replace the seal and adjust the door.

  

  Business Response

  Date: 02/14/2025

  Dear Better Business Bureau,

  Frank has spoken to ***. ******* and apologized for the non response. Her service issue was with an employee who left the company.  This week we have had the opportunity to speak to ***. *******, identify her concerns. We are planning to address the issues next week and have ***. ******* a happy customer again!

  Our apologies on the delay.

  Sincerely,

  Fran F*****

  Southern Siding and Window

  

  Business Response

  Date: 02/27/2025

  Dear Better Business Bureau,

  ***. ******* repairs have been made, we sincerely apologize for the delay. Thank you ***. ******* for being a good customer and please reach out to Frank or the home office with any needs.

  Sincerely,

  Southern Siding and Window

  Customer Answer

  Date: 03/07/2025

  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:11/13/2024

  Type:Service or Repair Issues
  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 purchased my windows for the WARRANTY as well as the product. Windows were installed in Dec 2023. In May 2024 I started calling for service to replace a broken window. It is now Nov 2024 and after numerous phone calls and promises my window is still not fixed. In July we had an appt to be replaced, but Southern canceled due to rain. Window is located underneath a porch. Haven't heard from them since after numerous repeated phone calls, messages, referrals to another office and promises.

  Customer Answer

  Date: 11/20/2024

  Southern Industries contacted me on Nov 14th after receipt of your email.  My window was replaced on 11/19/24.  Thank you so much for your help in getting my repairs made.  It is just a shame one has to involve a third party to get warranty service.

  

  Business Response

  Date: 11/21/2024

  Dear Better Business Bureau,

  Thank you for your help in taking care of the *****'s. There window was repaired this week. They are satisfied with the repair. I have provided a direct number for service in the future.

  Our apologies to Mr. and Mrs. ***** on the delay of their window repair.

  Sincerely,

  Southern Siding and Window

  ************ ********* ****  

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  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.

  On 4/26/24 I had a representative gave me an estimate on enclosing my screened in back porch. He did some measurements and gave me a price. I agreed to and we signed papers. A few days later another REP came out and took more measurements. I was told they will contact me when my materials have arrived. I received a call to set up an appointment for July 10-11. They came out about 10 am. Then about 11 am I was told the 4 windows out of 8 were the wrong size windows and I would not be getting anything done that day. I called the company and spoke to Katie the production manager to inquire about the delay. She stated she would call the next day with an approximant date. I also asked what to do if I decide to cancel the whole project. She informed me that I would have to pay a restocking fee of 30% approximately $8,000. I have already been waiting for 3 months and had planned a family get together in my new enclosure. Additionally, I rearrange my work schedule so I could be off on Wed and Thur. I ask her how much 30% would be after subtracting those 4 windows because it was not my error. She said she had to talk to her GM about that. I stated those 4 windows should be subtracted from the total, and I should only be charged only for the correct materials. Katie said she would call me the next day, which is today, and she did. She stated she put a rush on the windows and hopefully they will get here in mid-August no guarantee. She said the GM said I must pay the 30% of the total regardless of if the wrong supplies were ordered. It was not my fault they measured incorrectly. I’ve waited way too long already for this enclosure, and I want to be done with this company. I was willing to pay 30% of the correct supplies ordered, but now I don’t think I should have to pay anything. I maybe wrong let me know I did ask her to send me the invoice to my email. Which I have not gotten at the time I sent this complaint. I am hoping for you all can help me with this situation.

  Customer Answer

  Date: 07/19/2024

  Good evening, I did receive an invoice from the company still wanting me to pay the full 30% for their mistake. Someone called me on last Friday to try and convince me to continue with getting the enclosure, but I stated I no longer wanted to complete the enclosure with them. I told him to email me the invoice and we will go from there. If we can not negotiate or resolve this I will seek legal advice and leave a review on how they are professionals but ordered the wrong size windows. And want me to pay for their mistake.

  

  Business Response

  Date: 07/29/2024

  Dear Better Business Bureau,

  Ms. ****** and I have been in communication. Southern Siding and Window apologies for the 4 windows that were the wrong size. We truly had hoped that Ms. ****** was willing to wait for the 4 windows to be remade.  After several conversations Ms. ****** did decide to proceed with cancelling her contract.  Southern Siding and Window and Ms. ****** did come to an adjusted agreement on the cancellation charges. Along with an offer to help with a credit in the future if Ms. ****** chose to move forward with the window project.

  If Ms. ****** will sign the attached credit card consent/agreement form we will move forward to closing out her contract.  We truly hoped that we could have completed Ms. ******'s project for her and and her beautiful home!

  Sincerely,

  Southern Siding and Window

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