ComplaintsforNewSouth Window Solutions of Orlando, LLC

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The following is a brief summary of the key events, attached is a detailed summary of all the events:Windows Ordered 3/17/2023 Windows Installed 6/19/2023 Window Inspection 6/23/2023 Window Trim Installed 7/21/2023 Screen Repaired and Identified 7 Windows that needed to be replaced 8/15/2023 4 windows had scratches 3 windows had internal marks between the panes Only 3 of the 7 replacement windows were installed by **** and ****** 12/13/2023 Upper Window Pane was sent instead of the LOWER WINDOW PANEL (Window 19) 2 of the windows came without the open prairie grids installed Fourth windows grids did not align with the existing window Only 1 of the 4 replacement windows was installed by **** and ***** 2/7/2024 2 of the windows came as closed prairie versus open prairie Third windows grids did not align with the existing window 0 of the 3 replacement windows were installed by **** and ** 3/26/2024 AGAIN, the grids did not align with the existing windows Since 3/26/2024, we made numerous attempts to contact New South with minimal response. They made a proposal on 4/4/2024 that would have involved more windows which was unacceptable to us. The next responses, after being asked several times, didn't occur until May 3rd and then May 30th. Those responses were that they were still working with the factory. The final response, which was on July 15th, was "received" when they were asked if they have received our correspondences. We have not received any communications from them since that final one-word response.Since they have shown that they are either unable or unwilling to produce the final 3 replacement windows, we are seeking compensation of $3500 for the 3 sub-standard windows. We based this on the total cost of the 19 windows; this constitutes the cost of those three panels.

  Business response

  09/30/2024

  Mr. **********, I apologize for the past experience's and look forward to completing your service scheduled on 10/01. As promised you will always have the only true non prorated parts and labor lifetime warranty NewSouth offers. You have my personal cell to reach out if you have any further needs. 

  ****

  Customer response

  10/01/2024

   
  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

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They collected the deposit four months ago and said they would install new windows within 12 weeks

  Business response

  08/19/2024

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

  I see that we completed your installation in two days starting on August 10th.  We have received final payment and called and left a voice message to schedule your final inspection on August 14th. I will ask ******* to call you again.  

  I appreciate you choosing NewSouth Window Solutions as your provider of choice for your project.  We are blessed to have you as our customer.

   

  Very best regards,

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

   

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered new windows and a new garage door all impact quality over four months ago. I have spoken to the sales representative and the office over 14 times to find out when I can get an install date. I am repeatedly told someone will call me back and no one does. This was supposed to only take 8 to 12 weeks maximum. We are now past 17 weeks and still no install date. I have been asking for answers and still no one calls back with an install date. I am extremely frustrated.

  Business response

  08/06/2024

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

  Thank you for being our customer.  I apologize you have not been able to get your project installed.  I have communicated with ***********, our Production manager.  ***** will be following up with you by the end of the day.  We are waiting on the 'struts and springs' for your garage door.  Perhaps we can move forward with the Window portion.

  Very best regards,

   

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

  Customer response

  08/19/2024

   
  Complaint: 22087523
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 8/19/2024 8:25:24 AM
  The windows have finally been installed, but we are still waiting for the garage door. It has now been five months and I am told they are waiting for parts. This is long overdue and I believe someone has dropped the ball on this project.

  
  
  Sincerely,
  
  **** *******

  Business response

  10/08/2024

  Business

  Most Recent Message

  Date Sent: 10/8/2024 9:09:51 AM
  Mr. ********* job is now 100% completed and he is happy. Garage door took longer to get than expected with missing pieces. Everything is installed and inspected. 

  Customer response

  10/08/2024

   
  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

  07/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  All I want is an email to back up my cancelation of contract

  Business response

  08/01/2024

  Mz. ******,

  Per your written request to cancel your NewSouth agreement on 07-30-24, our agreement has been cancelled.  The best channel of communication is directly with NewSouth Window Solutions.  ************.

  Very best regards,

   

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

  Customer response

  08/02/2024

   
  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

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The easy breeze window dont stay up the door does not shut right and it leaks water

  Business response

  08/01/2024

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

  I appreciate you being our customer 4 times over.  I apologize that it seems your EZ breeze may need service.  In the future, please call our office directly at ************.  I will have our market President, ****, call you directly.

   

  Thank you again for being our customer, 

   

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

  Customer response

  08/07/2024

   
  Complaint: 22004458
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************************* i called and left **** a message and they have not responded all im asking is for them to fix the issues of leaking and the windows dont operate correctly also the door does not close properly 

  Business response

  08/08/2024

  Mr. **********,

  I apologize you have not received a call back.  I could not find a record of your call in our system.  None the less, I will have ******************* call you before the end of today.  I appreciate you being our customer 2 times over!  

  Very best regards,

   

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

   

   

• Initial Complaint

  07/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had new south come out and give us an estimate for new windows. We did research and went with another company. We have an initial payment of around $500 and Ive been calling them to return the money and no one gets back to me. The lady on the phone says we will call you back but never do

  Business response

  08/06/2024

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

  I will have our Orlando Market ********** ******************** call you by end of day tomorrow.

   

  Very best regards,

   

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

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had New South install windows, and not only were 3 windows wrong, they destroyed the stair case going up to my Garage Apartment, which ended up in needing a total replacement. The Patio Doors are 1 inch short and dont close correctly. Also some general paint and nails sticking out. The workers left the place a mess with caulking tubes, soda cans and food garbage all over. *************************, a ;president' of the company, has sent me very confrontational emails and has been verbally threatening to me. The job was NEVER completed, nor inspected.As of this date, the job is not finished. He has threatened me with court action, and thats OK. To go in front of a Judge with this story and know what it would end up in court records is not good. I'd love to get this resolved in as friendly a manner as possible. This was a contract signed on January 17, 2023 and we are rounding out a year of a job not finished.Sincerely *************************

  Business response

  01/31/2024

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

  While I certainly appreciate your perspective, this latest version has changed from the several documented conversations we have had prior to turning your project over to collections.  We manufactured and installed exactly what you contracted for.  As a good will gesture to entice you to honor your contractual obligation, we offered to amend a few items to no avail.  We have photos of your staircase prior to installing and consider your allegations borderline libelous.

  I wish you the best and am hopeful you work with the agency to fulfill your contractual obligation.

   

  best regards,

   

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

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October, 2022 I called factory to see if one of my Windows they installed a few years ago was leaking gas between the windowpanes. Someone came and concurred gas was leaking as expected. He ordered replacement for the reported window. About 4 months later when it came it was the wrong size. While repairman was there he inspected the other 13 Windows and reported they all leaked. Several even have scratches inside the panes. I heard him on the phone making this report. A year after the initial complaint they came with replacement Windows. Not one of the 14 fit. They all were the wrong size. That was now 5 weeks ago. I've emailed the boss every week to keep a trail of all communications and received one reply 4 weeks ago saying he would look into it. I think every opportunity has been given New South Windows a chance to make this right but there's no indication they're willing to help me.

  Business response

  02/09/2024

  Mz. ********,

  First and foremost, thank you for being our Custome!  I apologize that the sash's did not fit properly.  We are three generations away from the product you purchased in 2013; we had a manufacturing issue with the translation.   I apologize for that.  The great news is that NewSouth Manufactures, Installs, and Guarantees your product for life.  You are covered by our Real, Non-Prorated - Part and Labor Warranty.

  Per my voice message, please feel free to call me on my personal cell phone number at any time.  I am here for you.

  Very best regards,

   

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

• Initial Complaint

  01/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We signed a contract with New South to on Aug 4, 2023 to replace all our windows and sliding glass doors. On Sept 1, 2023 we called about amending our project to impact glass everywhere. Originally, we had non-impact for 6 windows and 3 sliding glass doors in a patio area. About 2 weeks after they had measured all the opening, they said they could amend our contract for $10,000 additional. We previously put down $26,300 and per their requirement paid another $3000. We had two remaining payments that were increased to cover the new total balance. The installation began in October 23, 2023. That is when we learned that they would install windows with non-impact glass. We objected. The contracted workers began while I was on the phone with New South. They finished the installation on October 27, 2023. On November 17, 2023 **** arrived to replace the glass. We were shocked that ONLY the glass was to be swapped. We expected the new glass to arrive in a sash. **** damaged the existing sash on our new windows to put in the impact glass. Now the window doesn't open and close easily and the locking mechanism on one side is either broken or not functioning properly. We have asked if the windows with replaced glass are as safe as factory installed. No one from New South has agreed to this. I researched and failed to find any other case of a window replacement project swapping glass post-installation. I was told only the window manufacturer can guaranty if swapping the glass degrades the product. Further, the New South warranty does not cover potential harm caused by the widow failing. I have reached out to several New South people in various ways--texts, phone, email. I was promised someone from New South would be out to "put eyes on the project". To date that hasn't happened. We failed the first inspection, but not for reasons related to the swapped glass. Repairs were made January 8, 2024 after rescheduling twice. We're awaiting re-inspection.

  Business response

  02/09/2024

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

  Thank you for being our customer.  I am tracking with you regarding your purchase.  The only exception would be that you were aware that the non-impact windows you Contracted for were already in production.  You agreed to the upcharge to modify the non-impact window vs. purchasing 2 sets of windows for your home. Fortunately, whether Impact Glass or Non-Impact Glass is ordered, our 'Ultimate Coastal Window ***** series' Chassis is exactly the same.  All of the stiffeners and material that make our product Miami-Dade; High Velocity Hurricane Zone rated are the same; regardless of glass type.  The only modification needed is to replace the balancers that assist you in operating the much heavier Hurricane Impact rated glass Our Market ********** ***** is awaiting your reply to schedule a site visit to address any damages you reference.  Please allow us to visit your home. You reference you want us to visit--we do too!   Your windows meet the criteria they are tested for.  Consider, for example, accidental or storm damage causing glass breakage in our High Impact HVHZ window.  We service our products; and replace the glass (in this situation) so, they meet the same standard. the products did when they left our Factory. Your Real, Lifetime-Non-Prorated - Part and Labor Warranty is in effect.  We do not alter our warranties.  You have the coverage identified in the warranty you were provided.  Your permit was modified from the original contract and your High Velocity Hurricane Impact windows have passed inspection.  Please let us address any and all other concerns you may have with your project.  **** and I have left another voice message for you to schedule a site visit.  Please call **** back.  I left his and my personal cell phone number.

  Very best regards,

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

  Customer response

  02/10/2024

   
  Complaint: 21180406
  
  I am rejecting this response because:

  When we called about amending our contract, we asked "Is it too late?"  We WERE NOT TOLD the windows were in production.  We already knew the frames were the same for impact and the energy efficient windows we ordered.  No where in our amended contract does it say they will be swapping the glass post installation.
  
  Sincerely,
  
  *****************************

  Business response

  02/20/2024

  Mz. *******,

  On September 01, 2023, you contacted our office wanting to change a 'few non-impact windows to impact'.  You were told at that time that there was no way to cancel the order as it was placed on August 21-2023.  You wanted to understand what your cost would be to reorder the windows.  We reached back out to you the same day and left a message.  On September 05, 2023, you signed an addendum to change 6 windows from Non-impact to Impact.  Your windows are High Velocity Hurricane Zone rated windows.  The Chassis is the same, this resolution provides you the same protection and you did not have to pay the full price for 6 additional High Velocity Hurricane Zone windows to replace the windows you had changed your mind about after the fact.

   

  Should you ever need any Warranty work, your NewSouth products are covered by our Real, Lifetime, Non-Prorated - Part and Labor Warranty.

  Very best regards,

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

  Customer response

  02/21/2024

   
  Complaint: 21180406
  
  I am rejecting this response because:

  Dear ****************,
  You have a few facts wrong.  First, we did not say we wanted a few non-impact windows to impact.  We specified exactly which windows, AND sliding glass doors, we needed to have changed.  We detailed the reason for this change being due to the accordion shutter not having the proper documentation to adequate wind mitigation for insurance purposes.
  We were NOT told at the time that there was no way to cancel the order.  We already knew that per our contract. We did NOT want to understand what the cost would be to re-order.  We were asking Is it too late to amend our order?  We NEVER asked about re-ordering.  We were never given the cost for re-ordering or had ANY discussion about re-ordering.  We were asking, Is it too late?  No one said the windows or sliding glass doors were in production.   We were expecting a simple Yesor No.  Instead, the reply from New South was It will cost $10,000.
  You are RIGHT that we signed an addendum to change 6 WINDOWS from Non-impact to Impact.  Neither in conversation nor in the addendum was there ever any mention of swapping glass.  We agreed, and our addendum says, windows.
  Per our contract, New South has stated that where there is a dispute, we are to go by what is in writing.  We have windows in writing.  We would never have agreed to swapping glass post-installation, and that is not the language in our addendum. 
  Sincerely,
  *****************************
  
  Sincerely,
  
  *****************************

  Business response

  03/08/2024

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

  As follow up to the multiple texts you have received from *******************, please allow us to meet you at your home to discuss your concerns.  Refusing to speak with us will not move your project forward.  I have provided written assurances the product meets the Miami Dade - High Velocity Hurricane Zone criteria.  Your NewSouth Warranty is in full effect.  **** has texted you again this morning as follow up to his last communication on February 29th.

   

  Very best regards,

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

  Customer response

  03/12/2024

   
  Complaint: 21180406
  
  I am rejecting this response because:

  This is another example of how New South is mismanaged.  LAST WEEK we agreed to meet with *******************.  He's supposed to be in our home TODAY, Tuesday March 12, to discuss things.  This mismanagement isn't surprising.  Our service for the trim was scheduled for Friday.  My husband took the day off to accommodate an early service call.  When I went to work Thursday we were all set for Friday at 9am--perfect for us.  When I got out of work Thursday after 6pm, l found New South had left a voicemail changing the time of our service to a 10am-1pm arrival.  Too late for my husband to rescind his time off request.  No one explained why the change was made without our consent.  The tech arrived at 12:30 and sent a text only 15 minutes prior to arrival. 
  

  So, getting this request to meet with *******************--AFTER we set up a meeting reminds me off all my past, largely unpleasant, experiences in attempting to communicate with management at New South.
  
  Sincerely,
  
  *****************************

  Business response

  03/25/2024

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

  Per Fred's ****** we will be replacing two frames (pictures you sent previously).  Your Warranty is in place on all of your NewSouth Window products.  I apologize for adjusting the time of your service but am glad it was completed.  We will address the caps and covers on the two windows you showed **** when we replace the frames.  

  Best regards,

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

  Business response

  03/25/2024

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

  Per Fred's ****** we will be replacing two frames (pictures you sent previously).  Your Warranty is in place on all of your NewSouth Window products.  I apologize for adjusting the time of your service but am glad it was completed.  We will address the caps and covers on the two windows you showed **** when we replace the frames.  

  Best regards,

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

  Customer response

  03/29/2024

   
  Complaint: 21180406
  
  I am rejecting this response because:
  When we called about amending our contract to impact glass for the entire project, we were only told it would cost $10,000.  We would not have signed if we knew it excluded our 3 largest openingsthe sliding glass doors.  We would never have agreed to swapping glass as part of a window replacement project.  We were not given the information to make an informed decision, despite our many efforts to contact New South over the course of weeks and months between the initial installation and all the ongoing service visits.  New South intentionally withheld the information we were seeking when we called to ask if it was too late to amend our contract to include impact glass for our entire homeincluding the sliding glass doors.
  Though New South finally agreed that two of the swapped glasswindows are obviously damaged and must be replaced, our addendum and makes no mention of swapping glass post-installation.  Further, our initial sketch of the project layout does not assign numbers to the sliding glass doors.  It seemed unnecessary to specify them as ALL were to be part of the project.   Our goal was for New South to manufacture and install 26 windows and 3 sliding glass doors, all with impact glass and without swapping any glass post-installation.
  During his visit, ******************* mentioned exchanging internal emails about the status of our projectinformation we were seeking and that was withheld from us.  We knew that our frames were the same as the frames for impact glass, so even if the frames were in production, it was possible that the glass had not yet been produced or cut to size.  When at our home, ************** said it would have been way too expensive to order new windows.  ******************* and New South withheld that information and misled us in three ways, by not disclosing their plan to swap glass post-installation, by not telling us that the $10,000 quoted would NOT reach our stated goal of impact glass for the whole project, and by forcing us to pay for two sets of glass and two installations.  We were asking about 6 windows and 3 sliding glass doors.  To know that we paid a total of nearly $85,000 and still have non-impact glass in our three largest opening is unacceptableand why WE NEEDED the ability to make an informed decision.
  This was intentional deceit.   ******************* had many chances to talk about the process before the glass swap.  He admitted that he authored the addendum to our contract.  He failed to respond my concerns until after our BBB complaint was filed.  Since he was aware of the situation, his lack of transparency speaks to his deliberate intent to deceive us.  He has been dismissive of our concerns even after we filed the complaint.  He has been disrespectful by mischaracterizing our valid complaints about the windows with swapped glass, claiming we changed our minds.  He was dishonest in several of his messages, misstating the sequence of events and what information was withheld from us. 
  New South, by NOT telling us the windows were in production, prevented us from making and informed decision.   We were forced to pay for two sets of glass,two installations AND still have 3 large openings non-impact.
  Sincerely,
  
  *****************************

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON November 17th I woke up after a heavy rainstorm, I went to open the blinds at the window and when I stepped on the floor water came up through the vinyl floor under the window, after further investigating I saw that both windows in my bedroom were leaking, and I had visible water damage to the walls and baseboards around the windows. I just had my final inspection of the installed windows a few months ago. I called New South and a few days later they sent someone out that said the window frames were not sealed properly and he fixed both windows. He performed a water test by taking a bottle of water and pouring it on the bottom of the window to see if it was leaking. I was a bit confused if the leak came from the top how would you know if it was leaking by that test however I hired at my own expense ********************* they did a moisture and mold test in my bedroom as the drywall was cracking away from underneath the window and discoloration on the baseboard and floor not to mention the musty smell. The test showed that one window still had 88 percent moisture he said the drywall would need to be replaced, I am waiting for the mold report. I spoke with *****, he said he couldn't get anyone out until after the holiday to do the repairs. I called 11-27-23, 11-28-23 and again 11-29-23 finally I was able to talk to ***** he said he would call me back with a date as of tonight again no date for repairs. The baseboards are now separating from the drywall, and it is not getting any better but worse. I don't want more damage to my home and any potential health issues. Unfortunately, the installers complained the day they put the windows in that room said they had a difficult time, and I was worried about that as they struggled getting them in the opening correctly.I cant get **** mgr to call me, I have emailed everyone in the company I could and nothing 11 days later. I can't even sleep in my room after paying thousands of dollars for new windows and no response

  Customer response

  11/30/2023

  I called New South Window yesterday, ***** said he would call me with a date and time someone could come to my home for repairs, no call, I sent an email no response, I called the office this morning 11-30-2023 at 11:08 am I was told "***** is in a meeting". I asked please just let me know if you are planning on repairing the damage from the leaking window, the company has been saying they are going to fix it for two weeks which if they had no intention of doing just let me know so I can stop any further damage to my home.

  The ********************** signed off on my final inspection on August 14, 2023, the windows were likely leaking all along, but it was not noticeable until we had had rain for two days, 

  The ********************** indicated I should contact DBPR, can you also advise other avenues, I can't believe a local business would take advantage of someone like this. It is not as if the windows have been installed for years.

  Thank You in advance for your help
  

   

  Business response

  12/21/2023

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

  First and foremost, thank you for being our customer.  Everyone at ****************************************************************** appreciates you more than you know!  I am confirming that our Orlando Market President has been to your residence to evaluate and address your valid concerns.  During ****'s visit, it was determined that just prior experiencing water infiltration in your home, you had exterior Storm Shutters installed.  **** identified the lack of exterior sealant along the top side of your shutters.  **** will also be present when you have a third-party water test to confirm that the water intrusion is being caused by the exterior storm shutters.  We are here for you and will address our responsibilities as needed.  Your NewSouth Window products are covered by our Real, Lifetime, Non-Prorated - Part and Labor Warranty for as long as you own your home.  We are only a phone call away!

  Very best regards,

   

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

  Customer response

  12/21/2023

   
  Complaint: 20935940
  
  Thank you for your response, first I would like to say that **** has been helpful, **** will be at my home on 12-22-23 to do a water test in the window frame, hopefully this will show no leaks as I had to have repairs done at my own expense since mold was causing a health hazard for me. 

  I did have shutters installed and yes, the leak could have been contributed from that as well as the corner in the window that was not sealed, at this point all entries have been sealed around the windows and the shutter, currently I have zero moisture reading in that wall, hopefully after Freds window frame test that will still be the case. For peace of mind, I would like the corner of the window frames sealed if at all possible either way, but I will speak with **** about that on Friday.
  

  
  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. ↩