NewSouth Window Solutions
reviews and complaints

Paid over 40K for all my windows and doors. The materials seem to be good. Installation is EXTREMELY subpar (I have pics to prove it). They sent the same person over and over, to solve the issues they themselves created. Failed inspection due to wrong installation procedure, non compliance with county code, doors with handles scratched, installed non-square, not closing properly, parts missing (i.e: plugs to cover screws). Broken seams, stucco used improperly (Came off at first pressure cleaning) Crew showed up at least 4 times, not counting scheduled inspection. Last time I had to threaten with a lawsuit to have them come and fix inspection failing issues. I do not recommend at all

From the start this company use high pressure tactics to close a sale. They want "Both" parties there to obtain a contract during the presentation. They advertise and demo specific hardware in their sliders and when the doors arrive, they have something different. The installer damaged one of our doors during the installation process. The company only offered a replacement door (for their mistake), no concessions for the inconvenience and forced me to wait 4-6 weeks for the replacement. When the replacement door finally arrives, it was the wrong door. It was supposed to be the stationary door but delivered the sliding door. Once again "Their Mistake", no concessions, vague insincere apologies and of course forced to wait ANOTHER 4-6 weeks for the correct replacement panel. Fast forward 4-6 weeks and the correct pane arrives, with a 6inch scratch down the vinyl frame. Poor quality control and another installation that had to be cancelled. As usual, the company doesn't offer any real apologies, wants to order another panel and tell me another 4-6 weeks. YOU are the manufacturer, YOU can move orders around and produce a replacement panel faster than this. STAY AWAY from this company. I can't imagine what the warranty process would be like. Still waiting for my panel.

Our windows are finally installed and look good, but it was such a long and stressful journey. Every step of the way there were unexplained delays and we were never able to get any answers. We had such a hard time getting anyone to call us back and if they did they never could give us a time line. Once they were finally installed they look great but the doors opened the wrong way and the trim used does not match the rest of the trim work in my house (at all) so they do not look integrated in any way. The trim work was never discussed with us as we would not have wanted it to look like that. They told us they could be altered to open the way we wanted, but we would have to schedule them to be modified and re-installed, but the project was so delayed and had held up other renovations that we just could not take that extra time. We also quickly learned that they leaked. It took over 1 month and multiple phone calls and 2 different techs to come out to get them fixed. Meanwhile every time it rained water poured right into my house and we had to peel back our rugs and mop up buckets full of water. The whole process from purchase to finally getting them right was 5 1/2 months. We had trouble ever getting anyone on the phone who could help us and left messages and no one would call us back. The whole experience was endlessly frustrating.

Ordered our windows January . Still waiting for completion and it is now May 2022. They came last week to put in the trim, I don't know if he ever put new South Window trim in. He gave me adhesive circles to cover the screws in my big picture window. He was unsure if there was trim to snap in on the window. I told him there should be trim because when they put the window in I asked for the trim and the guys that installed the window said they would bring the trim when they install it. The other windows he was having trouble getting the trim on. I helped holding the trim while he tried to snap the trim on. Some of the windows trim on the side does not stay in place and jams the window when I try to open or close it. He cut two of the trims because he couldn't get them in, he said they were too long, but after cutting them the trim was too short and he caulked the gaps. He also had leftover trim that he took with him. I don't think there should have been leftover trim since they were all bundled separately for each window. I called as soon as the installer left and left a message to inform them about the jamming and falling down trim and the big picture window still needs trim. No call back yet. It has been3 days now. I like the windows, but there is no customer service. You shouldn't have to keep calling to get the job completed or spend a year and a half trying to get the job done so I can have my house done. I would love to be done and enjoy my windows that work correctly.

We order 8 windows and a sliding glass door with a screen door OnJuly XX XXXX. They promised to be in in oct. The windows and glass door came on Jan 15.2021. However, no screens and no screen door. We have been getting the run around for months. Finally got the screens for the window in Feb. however no screen door for the slider yet to date. Also the inspection was done and found a scratch on one window and no screen door and 3 holes missing to be done. The inspector asked if we trusted new south window that all would be complete very soon and we said yes we trusted them. Big mistake. To top it off we paid them in full. Another big mistake as the job is still not complete. We have spoken to sooo many people and all we got was no where. We then spoke with a corporate person Rich G. , manager and all he wanted to give us is dinner tickets, the this inconvenience. We said no thank you, if you want to give us something it would be a percentage of our huge amount of money we put out for the windows. Have not heard from him, and that was on March X XXXX. Here it is March 21 and still No word of completing the job. We do not recommend this company and would like the Complaintsboard.com to know of there rude attitudes. And, we would like to hear from the corporate office in regards to when the job will be completed. Because of Covid we were very patient and now we believe that new south windows is not really cooperating with us to get the job done after almost 9 months. REALLY. Dinner card for a almost 20,000.00 dollar job. Insulting.

On 04/10 we placed an order for 11 picture frame windows and we were told installation would be approx. 12-14 weeks. After many phone calls we finally received only 6 windows for installation on 09/24, 5 and 1/2 months later. At the time on installing they broke 2 of the 6 windows. Again, after no contact and many attempts of emails, phone calls, and lies we finally received what we thought would be the remaining 5 windows we had on order. However, on 10/26 they broke 2 of those 5 windows during the installation process, again. At this time we were told they would replace the 2 broken windows within a few weeks and our job would be completed. After a lot of frustration and our shattered window glass literally falling out on our pool lanai I called multiple times before having anyone return my call, then for them to tell me they would come out to Carpet tape my window, and still had no idea when they would ever be able to replace it. I was told for the past 2 months that one of the broken windows has entered their warehouse to be broken both times and now I'm waiting for the third attempt to supposedly receive 1 of the 2 broken/missing windows. Not only is their customer service very lousy and has a problem with the truth, they also want to blame Covid for everything when that clearly is NOT the case as I have purchased these same windows for another house (From a different company of course after this horrible experience) and have already received those windows within 6 weeks of ordering with no excuses of Covid OR glass shortages.

Our experience has not been pleasant to date. We signed our contract 27 weeks ago on February 10 for 5 windows. We cannot get any answers as to where our windows are or when they will be installed. This is one of the worst experiences I have had to date and I've had some real good ones. Our salesman, Steve D., no longer works for NSW and wasn't any help when he was there. Since he has been gone I've spoken to Steve L. a couple times, but was more or less told I was bothering him and keeping him from doing his job, so I feel I can no longer contact him. I have nowhere to go to get any kind of answer from anyone at NSW because apparently they don't know how to track an order. We were told in June that 2 of our windows were made and they were waiting for the other 3 - so we're still without any hurricane windows, in the middle of hurricane season and we're supposed to sit back and wait? We were told by Mr. L. that we cannot cancel our order because of the line at the bottom of the contract that states "New South shall not be held responsible for time and material delays, strikes, acts of God or any other matters beyond its control". So I guess we're held hostage indefinitely? I find it absolutely ridiculous that a company the size of NSW doesn't have a program that can be accessed by someone like Mr. L. where he can look at the status of an order and update the customer regularly. I've never spent this much money for a product and been left hanging for so long. I understand the shutdowns due to covid, but do not understand the way customers are treated. I will not recommend NSW to any of my friends or neighbors.

Beware of this company! I worked in federal government contracting for over 20 years and never had an experience this bad with a contractor. We signed our initial contact for three windows and a 3-pane slider with New South Windows (NSW) on 3/28 and signed an addendum on 4/20. The addendum plus the beginning of COVID-19 caused understandable delays, but calls for updates went repeatedly unanswered. I spoke with the GM, Steve L, on one occasion wanting to cancel the contract and expressed concern about the rash of current negative online reviews. He assured me the negative reviews were simply competitors aiming to harm their business. We agreed to a partial install of the sliders while they continued to wait for the windows. The installers showed up with the panes and no frame, so no work could be completed. Finally, on 10/26 all of our windows and the slider were installed. While cleaning them the following morning we discovered two window panes and a slider pane with glaring flaws. These windows should never have made it through their quality control. In addition, the finishing caulk job on all the windows and the slider was extremely sloppy and totally unacceptable. And to top it all off, everything they installed failed the County inspection. When I called the Project Manager to get a resolution, she said when repairs were scheduled they would send a team "more familiar with their product". Wow, shouldn't that be a prerequisite to become a NSW subcontractor? Almost a full year from the initial contract (3/18) the replacement windows were installed and the repairs made. The final product is great, but definitely not worth having to deal with this company.

They are good quality windows. The salesman said once we signed the contract and paid the first 1/3 of the cost that they would install in 6 to 8 weeks. I called after week 8 and a week later someone called from *** and said they have the windows, and they could install them on 11-07-22. That is 9 weeks and 4 days after the contract was signed. When the guy called to inform us of the install on 11-07-22, he didn't mention anything about payment. He said installers should be there between 8 and 9 am. The installers called around 9am and said they could not start installing the windows until they received the second 1/3 payment. I told them that I was ready and willing to pay but was not informed until they called. They had to get someone from their office to call my wife and she had to do a payment over the phone with them to get the crew started. The installers did a good job, from what I can tell, and were able to complete the removal of the old and install of the new in one day. They had to remove the miniblinds and told us not to put them back on for a day or two just to make sure the caulking and everything was good and dry before reinstalling the blinds. In my opinion, *** would do well to have better customer information process. For example, when the guy called on Thursday, November 3rd, he should have informed us that we had to make the second payment prior to the crew starting the install. They could have emailed us an invoice that day so we could get it paid prior to the installers showing up, instead of a phone call from the installer when they showed up telling us that we had to pay prior to them installing. The process could have gone smoother, but all in all, they are good quality windows and appear to be installed well.

I ordered two sets of sliding doors for my balcony and 3 single hung windows $25,000 on Feb 2, 2022. I received a phone call in April 13, 2022 letting me know my windows will be installed the next day April 14, 2022. I rushed to get everything removed from my balcony, removed my window treatments. On April 14, 2022, I received phone call telling me they will not be installing the windows, because they noticed the frame wasn't measured correctly. Cody G. supervisor will be out on April 25th to remeasure to make sure the frame will fit. On April 29th, they came back out to install the windows. The balcony window did not fit, they didn't correct the measurement. The frame was too big and they did not cut it down so it would fit. They told the installer the frame needs to be cut, but, the frame was adhered to the walls how are they cutting it. .When the install came back on May 2nd, he told me he was told to work with what he had and to cut my tile out so the frame would fit. He cut the tile and in the process 11 tiles broke. New South said they would replace the tile, they sent their tile guy out we were supposed to look at tile online at Home Depot/Lowes to pick out a tile. I looked online and there wasn't anything that match. I went to Lowes, with a sample of the tile and thought I had a very close match. However, the tile I purchased was 11" and my tile is 13". So the grout lines do not match. New South wanted to do some kind of Mosaic that is not what I have. I requested to have all the tiles replaced by New South since they caused the damage and they refuse to correct the damage they caused. I am happy with the windows, but, I very angry about how they handle damage they cause. I am also waiting for them to replace the screen door because the handles do not match one is higher than the other, plus I order bronze on the out side and white on the inside. I have a bronze astragal they have to paint and also put a PVC strip on.

I paid new south windows 10,000.00 for cost of 5 windows and installation in August 2022. Pretty expensive I would say. I gave instructions to Brad their preferred window installer what needed to be done on two windows to be installed in my bonus room. I confirmed with Brad their preferred installer in person showing him what needed to be done with the installation only to find out later, when it was time for me to stucco the exterior wall of the windows that the installation was done incorrectly. Windows were in fact flush mounted with the exterior window frame vs sticking out 1/2 inch to accommodate the exterior stucco application. By this time I had already rented scaffolding from Home Depot costing me 400.00 dollars per day plus my stucco materials. I called the New South Windows company and spoke to Kayla and explained the blotched job their installer Brad did to my two windows. I also spoke to Ken who is a VP with the company multiple times on receiving a credit for the windows I had to uninstall and reinstall the same day so I do not rack up several days cost for renting the scaffolding. Ken chose to ignore my calls and texts. I believe I have given New South Windows and their Representatives ample time since August 2022 to make amends and provide me a credit for my time and work uninstall/re-install the two windows to correct their mistake in screwing up the window installation the first time. My time and effort is money also and New South Windows chose to ignore my request for a credit and keep their customer happy. If I could have given them zero stars trust me I would. Ken is pretty good with giving the talk and getting your commitment but that company and Ken the salesman does not care one *** about customer retention. Money first for New South Windows. Be careful of who you choose when getting new windows. New South Windows simply not worth your time or loyalty. This is the truth the whole truth and nothing but the truth. The truth shall set you free.

I ordered Hurricane impact windows on 9/23, install finally set for 2/12, almost 4 1/2 months of waiting. Everything about the sliding glass door is poorly quality. The seams where corners meet are filled with some sort of cement, not a sealant, its completely dried out and crumbly. The excess product that squeezed out when joints were put together, never wiped off. The exterior side of sliding door is framed in wood? Not metal, fiberglass or vinyl looks like a last minute solution, found a few boards slapped them together. Corners are cut unevenly, not flush, gouges in wood on one side covered with primer, huge beads of sealant to try to cover uneven corners, I don't think its even been painted. I had called inquiring about the length of time I had been waiting for my windows. I was told they were waiting for a part for the sliding door. I guess they just decided to make one? Salesman says safer door almost impossible to break in, easy gliding for opening and closing. The locking mechanism is of poor quality, the door is so heavy but yet they used a lightweight cheap handle so opening and closing is difficult. The window latches flip up when you open then lock automatically when closed, also poor quality. Installer broke 1 windowsill and replaced it with half of one about 30inches to short, but they assured me they will find another half to fit. ARE YOU KIDDING ME! 2nd windowsill put back in crooked the sill was 3inch when they started now goes from 1 1/4 on one end to 2 1/2 on the other. There is excess sealant on the windows from when they were manufactured, where the glass and frames meet. Also the lip across the bottom of all windows, where you slide them up and down has been cut in on both sides. Hard to explain, the lip should be the length of the window, both sides cut short. One side 2 1/2 and the other is 2 3/4? I have never seen anything like it. I thought manufacturing defect but they are jagged edges they appear to be cut. Sloppy construction, sloppy installation. HUGE DISSAPOINTMENT!

On June 27 we signed a contract with New South Windows for three sliding glass doors to be replaced. The total price was $16,744. We paid $5,580 as the down payment.

On September 9 two installers came and installed two of the three glass doors. The lead installer asked me to look at the third, the largest door still in the truck. The frame was gouged and damaged in several areas. We did not want the damaged product installed. The lead installer called New South and a manager came to our home and agreed it was damaged. He wanted us to install it anyway and they would "pop over" and repair it. We declined. He said it would take a couple of weeks to get another one.
On October 10,2020 I called New South and spoke with Lisa. then left a message for Tabitha.
On October 20 I called again and spoke with Lisa then left a message for Greg, a manager.
He returned my called with a date of install of October 29,2020.
On October 29 at 8:30 am I received a call from Tabitha stating the second replacement sliding glass door was damaged and the installer refused to take it. She denied it was the same door as previously sent.
She stated she would get management involved and negotiate a discount for our inconvenience. She would get the install expediated. She was to return my call.
On October 30 I called again and spoke with Tabitha again. She stated the GM Steve L. was involved. I requested a firm date and discount update.
On November 4 I called Tabitha. She was not at her desk and I requested to speak with GM L. He stated he would "circle back" to me with updated information. He stated we should have let them install the damaged windows and "we wouldn't be here". We are retired professionals and do not accept damaged goods. Later that day I received a call from Tabitha that it would be 3-4 weeks and to expect the install by early December.
On December 5 I sent an emait to Tabitha at the email address she provided. It was returned as undeliverable.
I have had no further contact from New South.

On Dec 31st, 2020 I finally had New South install my new sliding glass door that the salesman Joe M. had SOLD us on the idea that the door would be able to be "Moved with two fingers"! I signed the papers on that company / sales rep. promise. Therein lies this Problem. My wife, *** cannot open the door- much less move it with her entire body! Forget the two finger promise - it is Gone! She is 77. I am 62 and really have to jerk on the door- which hurts my back and shoulder. (I had back surgery in Dec 2019- which I had TOLD the sales Rep Joe before I signed the contract. I had signed the contract back in August I think and with the Covid-19 delay- That's what they kept telling me- it was not installed until 12/31. The ONLY reason I replaced this door is to EASE my back from opening the door 15-20 times a day to let the animals out or to go onto the sun porch. I have called Rich G., I think is how it's spelled- the regional mgr, the Service Mgr has been out, another 2guy came out and removed the weather stripping and drilled more holes, banged on the door and MADE IT WORSE EVEN! I called Rich back the next day - it was a Friday. He did not call me so I called again on Monday. Dominique, the one who answers the phone, knows my voice by now. I am tired, disgusted and exhausted with New South due to the STRESS they have caused on my family - especially when I was expecting relief from the old door. I've asked them to take it out and give my money back. They will not because they financed me thru Synchrony Bank and I have to pay them and New South has their payment already. I need them to come get this door- fix it so it works properly and give me my money back because what they promised - I received the opposite and no one there even seems to care. They keep putting a band aid on a broke door- it is NOT what I wanted or what they said they could deliver. Please help as I do not want another back surgery - I've told them that also. Pain is NOT an option AND for me to pay $5,995 dollars for getting lied to. That should not be a Customer option either. I've had half my windows installed by them but this door is wrong and a disgrace to their business.

Today is September 16.
I have spent the weekend reading numerous complaints filed with complaintsboard.com of Florida against NewSouth Windows of Florida. Based upon my personal experience and interactions with the local business office and staff of NewSouth Windows of Florida, I find that my complaint is not much different from previously filled complaints on the Complaintsboard.com webpage. Therefore, I would highly recommend that all future customers read these complaints very carefully and evaluate the value of the Lifetime Warranty before signing a contract for these extremely expensive windows.

As I write this complaint, the NewSouth commercial comes on the TV, and Chants "NewSouth Pride, NewSouth Pride".
"Truly no Middle Man." A True statement!
"We own the Factory." A True statement!
"We Manufacture... Custom Product." A True statement!
"We install." An almost true statement... independent subcontractors are hired and paid by the job!
"We have the Best Lifetime Warranty in the Business". NOT TRUE!
Honoring the lifetime warranty falls extremely short of ideal,
and is a real problem.

On or about the third week of January I discovered and reported a manufacturer's defect in my homes' entryway window. To date, September 16, this issue has not been resolved. (9 full months)

Description of manufacturers defect:
Dirty rag smudges and possible fingerprint smudges between the panes of glass.
(Unable to include photos of defect on this site)

Fact:
It is physically impossible for me to create these smudges because of the way the window is constructed... these stains are clearly in between the glass panes and they reflect pinkish hues which are clearly visible from the exterior walkway of my home and from the interior of my great room.

My complaint resulted in a service technician coming to my home to evaluate the problem. I pointed at the window above my front door, and his response was as follows: "I saw that as I was coming up the walkway. What is that exactly?"
As he looked at it more closely and tried touching the smudges, he said, "I have never seen anything like this. This is crazy!"

He left saying that he "would place a replacement order, and it would take roughly six weeks for the glass to come in. We will call you to schedule an install date".
(Technician did not place the order)

Exactly six weeks later, (about the second week in March) the same technician returned to my home (unannounced) and said that he "needed to make a new template of the window, because the original template had mysteriously disappeared". An additional six weeks was expected.
(No results from this action)

At about the third week in April, I contacted NewSouth Sarasota office. I inquired about my order because I wanted to know approximately when I could expect delivery. To my surprise, there was no record of any "order" in my file. A call was place to the Tampa factory, and I spoke directly to the lady in Tampa who told me: "not to worry, the window has been made and has gone through quality control. But, unfortunately, it just hasn't made it onto the truck to Sarasota yet."
(Window Never Arrived... I believe this conversation was totally UNTRUE and meant to be misleading.)

In June I still had not heard from the local Service Department in Sarasota regarding an installation date. I called the NewSouth office again. This time I was told that I "needed to be patient, because COVID has had an effect on production and delivery times." (Well, I believe I have exhibited a great deal of patients.)

On July 14 I placed another call to NewSouth. At this time, I discover that the Sarasota Showroom/Office had moved to Lakewood Ranch.
I immediately asked to speak to someone... ANYONE who could review my file and help me! I was transferred a minimum of three times before I finally got someone concerned enough to talk with me. I believe her name was Tabitha.
She listened very carefully, and said she was "scheduling another technician to come out to my home again." Before we hung up, she said "if you don't get any action, feel free to call me back." (I believed her.)

On July 15, another template was created. Although the technician stated that he "does not normally create temples, as part of his job" he did so as a "favor to Tabitha". In addition, he pointed out that the "finishing strip on the inside of the window frame does not fit properly. As a consequence, it is actually pulling away from the frame". For that reason, he suggested that he would order a whole new frame and glass. The technician told me that he "would personally driving the template to Tampa" the following day. With this, we calculated receipt of my new window to be on or about August 26. (I became skeptical again at this point.)

Just to make sure that delivery was actually going to happen, I called the Lakewood Ranch office one week before August 26th. Well, I was told that "September 18th would be a more realistic date."

Do you see a pattern of delay, delay, delay here?

Latest update: Thursday September 17 one day before expected delivery.

I called the service department today to advise them that my formal complaint had been written and it is ready to be cut/paste to the Complaintsboard.com website. I was informed that my window has been delivered to their warehouse "one day before the expected delivery date".
Installation was scheduled for Tuesday afternoon September 22.

Two installers arrived on time. The "bad news"... replacement glass DID NOT FIT.

I was told that the "service department will schedule another technician to come and make another template. We will call you when it arrives." This will be Template #4... REALLY?

I end this narrative the way I started it...
Honoring the Lifetime Warranty falls extremely short of ideal,
and is a real problem.
Mr. Mrs.

i asked for a full refund of my deposit $ 411 Cody green said he would only refund 0nly 50% i ask for the owner he said he was the owner ! months ago back in April Cody g. called to come measure the windows inside my house i said no you cant come in my house due to virus ,i said cant you measure them on the outside he said no he couldn't, you have to wait till the virus calms down , the day they were installing my back door on October 22 Thursday Cody g. enter my house i was in the bedroom with the door shut with my kids ,while they were installing my back door , he called out Mr R. i came out of my bedroom and said who are you (never meeting him before) he replied i am Cody G. , here to measure the windows he had no appointment was not scheduled to be here and no permission to come in my house ! i should of called the cops on him , i said you cant come inside my bedroom i have the kids in there he SAID I CAN MEASURE them from the outside , ? i said that's not what you told me months ago ! he said can i measure the windows i said go ahead , after thinking about it for a bit i cancel the windows , someone named Matt called me on Monday from new south windows and said you cant cancel the windows ! its to late ! ? so on Wednesday i called to see if they sent my full refund yet , they connected me to Cody g. that's when he said i can only give you 50% refund i was super mad now i said send me my full refund then he hung up on me ! wow what a way to run a business PS i might have the date wrong it might of been for door installation on the 15th but it was a Thursday , i JUST WANT MY FULL REFUND PLEASE

On July 8 executed a contract with New South - Purchasing 6 new windows. This included the knowledge that it would take 14 to 18 weeks to have windows . On 9/28, Paul S. called to ask if 9/30 would work for an install date. On Sept 30, 2021 (12 weeks from contract) New South began installing these windows. During the install, they noticed that their 'measuring team' made a mistake and that they were only able to install 2 windows. They also have collected a majority of the contract price at this time. On October 4 - I called new south and asked for a status update via voice mail. On October 4 Will P. from New South left me a message stating that they were aware of the situation and they have put my windows on an escalated schedule to get them delivered by 10/26. November 4 - Not hearing from anyone from New South and leaving a voice mail with Mr P. I called my sales rep Matt N. Matt looked into my situation and said that the system was showing a targeted delivery for December 1st. 11/4 - Talked to Matt and thanked him. He said he would stay on top of it. 12/10 - Called customer service and was told that the system shows delivery during the first week of January. 1/20/22 - 28 weeks from order date - 16 weeks from install date. Called and talked to customer service. Two windows are in storage and two windows are on delivery truck from Tampa. They will call me back on 2/4/22 with update. 2/4/22 - Today - 30 weeks from order date - 18 weeks from install. No returned phone call. Talked to a receptionist who said no one was around (except that the person who I needed was in a meeting). She was able to give me the same update as 1/20/22. Two windows are on a truck from tampa.

The window is not square or sealed as we have small bugs coming in through the window. They were here 3/1 to replace but is still unacceptable. 4/13 New South sold us a window they don't make, salesman did not bring a sample only brochure showing tinted window 8/11 Window installed which was not square or sealed which we found when we arrived 10/30. I called New South and they came over accusing me of being hostile when I asked if this was a second. The window is not square,not sealed as bugs are coming through, the margins are off, the welds are unacceptable,there are open seams on the window which the brochure does not show, it is not tinted as the brochure shows and the sashes were scratched when installed and were to be replaced. 3/1 New South replaced the bottom half of the window but it still is not square. None of the other issues were addressed. The tech said he would go back and discuss with the regional VP but we have not heard a word from them. I have a string of e-mails going into great detail of the problems. I am looking either for a replacement as the frame is not square and the other issues addressed or a complete refund. The tech said the production manager who was here and measured the window on 3/21 told him to replace the bottom portion (knowing it's not square) to see if I would accept it. I have given New South more than ample time to take care of this. Instead I have been accused of being "loud", "contentious " and "hostile" which is stated in the string of e-mails. I am leaving for Wisconsin the first part of April. If you would accept the string of e-mails and pictures, please let me know. Thanks for your help

New South Window Solutions installed three sliding glass doors in my house, one of which was installed over bad subflooring resulting in water damage. New South Windows came to install three sliding glass doors. First one they did was on 3rd floor. As they were installing the second door on 2nd floor, they called our attending to wood rot in our subflooring. We halted that install and had the area repaired to allow the door to be on proper foundation wood. We left for the summer and came back mid summer to find a water leak coming from the 3rd floor (first installation) door. New South came and tried repairing the leak with caulk and eventually took the door out. I have video of rain pouring into the house during a rain storm at a point where New South screwed the new door through rotted subflooring. The rod effectively made their seal tape completely ineffective. Due to this water intrusion, we had damage to our wall, ceiling and wood flooring. We have tried repeatedly to resolve this but New South directs us to their subcontractor who installed the windows. Our contract is with New South and I really do not want to file an insurance claim against my policy but would like to just deal with New South's insurance provider to get this fixed/resolved. New South has refused to provide their insurance provider information. I have filed with the Florida State Contractors department. So far we have had about $4000 in out of pocket expenses and have a quote for repairing the floor which is around $19,000. 100% of this damage was caused by the poor judgement of installing a door over bad sub flooring and we demonstrated when it was brought to our attention on door #2 that we would take on the task of repairing the sub floor to give a proper base to install the sliding glass door over.

We purchased $24,500 worth of windows and sliders. We requested privacy glass for our master bathroom. When the window was installed, the glass was not private but slightly obscured. As our shower and bathtub are right next to the window, you are able to see the figures without issue. You can even see the neighbors house across the street. This is not what we expected. I contacted the installation manager immediately to discuss our options and left him a voice mail. He did not return my call. Over the next two weeks I left him approximately 6 voicemails. He never returned the phone call. After about a month, I finally got a hold of his boss, *** L. He mentioned the install manager is no longer with New South. At any time, someone should have checked his voicemails and returned calls. I explained to Steve our disappointment and what our expectations were at the time of purchase. He said New South does not produce privacy glass and for us to purchase and install a shade. This response is not acceptable as we did not spend $4500 for a privacy window to then have to spend more money. We purchased this window with the understanding it will provide privacy in our bathroom. I attached a photo for reference. You can see the installers truck and house across the street. Imagine if you are in the tub or standing next to it. Steve and I discussed New South providing a gift card. He said he will have an answer by the end of the day. I did not hear back from him and after a week, I called to speak with him. I received his voicemail. I have left three messages with Steve and he has yet to return my call. What I have learned from working with New South, as soon as they have your money, there is no customer service. They could care less about the expectations placed at time of sale, as long as they have your money.

We signed a contract with New South Window Solutions (Sonny N. - Territory Manager) on 9/24 to replace all the windows in our house. On January 13, 2022 the new windows were installed with the exception of our master bedroom window. In addition the bathroom window installed did not have the obscure glass which we had ordered. New South had contacted us the day before the installation and informed us the person who transports the windows from Tampa had "missed picking up" one of the windows and they would try to see if someone could pick up the missing window before the installation date. But that did not happen. The installers REMOVED ALL OUR HURRICANE BRACKETS from all the windows and took them away with the old windows. And here we are 5 months later in Hurricane season - still no master bedroom window - AND no hurricane protection on it. Over the course of the last 5 months we have called New South Windows numerous times. They have little to no customer service people that can help you. And when you do happen to reach someone, they cant help you - only take information. We have to hound them week after week. We have been given numerous excuses ("window broke in production"; "cant find the window in warehouse"; "window has to be reordered"; something wrong with frame after production") as well as numerous dates the window should be done - which all come and nothing happens. We contacted Rich G. - Corp General Manager on 5/31/22 and discussed our ongoing situation. He said the window should be done in next 1-2 weeks. In the past 4 days since talking to Mr. G. we have been contacted by different people and told different things: Brian on 6/1/22 window to be finished July 1; " Brian on 6/2/22 "window coming from Tampa overnight; Miguel on 6/3/22 "window didn't come - should be done next week". No one knows what is going on in this company.

1/16 Contract for 3 windows, Cost $7252.00 8 Installation (We are seasonal residents of FL and were not present for installation) 12 (upon return) Discovered excess caulking on indoor and outdoor windows, frames, flooring and furniture. In addition tears in cushion of adjacent cot. This aspect to date has only partially been resolved by NSW. 4-21 thru 11/21 (we are not at residence) 12/21 Return to residence and discover floor length curtains covering windows have been wet/dried repeatedly while we were absent. 1/22 Heavy rains. Can see active leaking of water into our unit. I notify Rob S.President Eastern Region, as I dealt with him previously on property damage and permitting issues. He contacts Bonita Springs FL office and copies me to email (attached). Bonita office makes appointment for a service manager Chad K. to inspect/repair. I remind them a ladder will be required (2nd floor). Chad comes without any equipment and briefly leaves/returns with caulk only. He states we have "multiple breaches in the exterior caulk" we also have them inside were the water intruded. He inspects and re-caulks what he can reach hanging out our second story windows. I express my dissatisfaction with this and state I would like a return inspection/repair done using a ladder on the exterior. He does not commit and states "Lets see if this does the trick" Chad told us this was a consumer maintenance caulking issue and Rob implied the same. 3/22 To date I have emailed Rob S. President Eastern Region, Tom C. Bonita Office, Rich G. President Western Region, Earl R. President and Daniel O. CEO. I have not recieved any correspondence back with the exception of one email from Rich G. promising this water intrusion issue would be further addressed and I'd hear back which I never did. (emails attached) In summary our windows began leaking sometime within a year of installation. This is unacceptable.

On September 28, my husband and I contracted with New South Window Solutions (NSW) to install fourteen (14) double hung impact glass windows, one full glass impact exit door, one (1) double sliding impact glass patio door, and one (1) triple panel impact glass patio door. All material was to be white on the inside and bronze on the outside. The total contract price (no contract number) was $37,684. The down payment made was $12,500. The contract states installation would start in 14-16 weeks. An additional $13,232 was paid at the start of installation on March 16 for a total payment to date of $25,732. We are filing this dispute because it has now been 68 weeks and installation is still not complete. I have documentation of all interactions with the company and attempts to get information from the company. Additionally, we have notes on all the incorrect material deliveries, incorrect colors, boarded up holes due to lack of material, and other installation issues. To date the windows have been installed, but not inspected, and the trim work has not been done. We are still owed a correct double sliding patio door and a correct exit door. Communication from NSW has been very poor. In fact, for a period of time I think they forgot about us as we received a phone call from NSW Accounting Department asking for final payment so they could close the account. When we told the accountant that the work was not complete, she was surprised and said she would have an NSW Manager contact us. On September 14, Will P. came to the house to find out what work still needed to be done. Mr. P. said that he was brought on board to handle collection of past due monies by completing outstanding jobs. We have little confidence that the work will be completed timely, and we fear based on other reports that once our final payment is paid (due at installation completion not after inspection and trim work completion) that work will pass and be done.

On 12/29 I had New South windows "install" two sets of sliding glass doors. The crew was in a rush, and just as they left I noted a scratch in the glass. The two sets of doors and one small window cost $20,310.00. The next day when they opened I called and stated that I had an issue with one of the sliding glass doors as there was a scratch. They sent a representative from New South, who advised not only was the window scratched, and they still installed it, but they failed to install the p hooks, causing the doors not to seal/close properly on both sets of doors. When asked what crew I had we noted the distinct writing on their truck about their home country and the rep stated oh you had that crew. On 01/05/22 I was advised 6-8 weeks, however was advised by New South the second door had scratches also, and they eventually would get a replacement in that time and then stucco repairs could be made. On 03/10/22 the stucco repairs were made prior to the glass being installed. On 03/28/22, the guys came to install the new door advised that the sliding glass door they brought also had a scratch, and that the p hooks would not be fixed by them anyways as they noted the original crew failed to remove the stucco from the concrete block on both sets of doors before the p hooks can be installed. I contacted "Dave" while they were here and he was at lunch, and then I called again got chucked to voicemail, on the third attempt was told he will reach out to you in 24 hours. I was then advised prior to this crew leaving today that stucco would have to come out again to repair once the crew removed the stucco from the concrete block. I have been more than patient with New South and they have no since of urgency to fix the doors, and its bad business to hire a crew for a major job when you know they are either not competent or too lazy to do the job properly. I just want my doors without scratches, to close/seal properly, and have no structural and cosmetic damage to my home.

Purchased windows 4/7 and contract states windows to be installed 12 to 14 weeks. No installation has taken place yet. Purchased hurricane windows 4/7 and contract states they where to be installed in 12 to 14 weeks. There is no communication from them except for a $100 visa gift card that came in July around my installation due date. I called them twice and texted Matt once. Text occurred on Aug 13, 2020 know response. The first phone call took place the next day Aug 14, 2020 and I spoke to a customer service lady and she told me Matt was on vacation so I told her i wanted to cancel my windows and she told me I couldn't because they are custom windows and i can only cancel the first 72 hours of the signing of the contract. I them told her that my contract stated 12 to 14 weeks. She them said " you are one of those people". She then took my name and number said she will have the Supervisor call me to see what he can workout. I told her nothing to workout just want my money back. The Supervisor never called me. The second time I called was Aug 28,2020 at 2:45pm and this time I spoked to Celeste. Told her i wanted to talk to a Supervisor about canceling my window order. I explained to her i called two weeks prior and no one returned my called. Celeste told me she will make sure the right supervisor gets the message and call me. Well today is Sept 1st and no call. I feel its bad business first of all to not contact a customer if you are having problems completing their order. To send a visa gift card stating due to Covid 19 the plant was closed for a few days. Well my second job closed also and is not opening back up but i still tried to hang in there because of the contract. I feel i have waited long enough and i want my money back period. I think 21 weeks is long enough with no other contacts except a letter and visa gift card. I rather you call and talk to me and explain what's going on and give me an idea when to expect installation. The idea was to have windows installed by July so I don't have to worry about hurricanes. So all i want is a refund of my money. The way i see it you broke the contract and now you are giving me the run around. I have never seen such poor service. I am extremely disappointed and will never recommend you to anyone. I have know understanding of this situation. If you want your gift card back i still have it.

We had a double paned window that leaked.We began the process of having it replace on 7/8 and it is still NOT replaced correctly as of 4/421. We purchased 7 windows for our home on 3/15. Our order date was 4/28 Ship date was 5/30. We paid $9,815.00. Model # eVantage. Order Number#7513 Sales Rep. was Jason Zoet(He was let go for problems) These windows were installed June. The company had to come out and Re-install all 7 windows(March ) due to improper installation by original installers. We then filed several claims against New South Windows including one with Complaintsboard.com. We withdrew complaint on 4/14 after New South Windows reinstalled our windows. We have had trouble with several leaking windows since 2014. Here is a summary for the mopst recent window needing to be replaced: 1.July 8- New South came to see the gas leak in our living room window. 2.September 29- New South came to install new window. DISASTER! It was measured wrong and would NOT fit at all. 3.September 30 Bobby Y. said he would try to remove the glass and if it breaks, it will take 8-10 weeks. The glass did break. 4.January 7 New South came again with yet another window, IT DID NOT FIT! 5.March 29 New South came to our home again. This time the window fit but, after they left I went outside to clean the windows and glass. I noticed a large gap between the bottom of the window and the sash. My husband called right away and sent 4 pictures of the problem. Bobby (the service manager) told us that Rick(the installer) had advised us that the window was missing the seal. Rick NEVER advised us that there was a piece missing. The service manager said that they were going to use the seal from the window they were taking out but the piece would not fit because the new window has a new design. We never saw them try to take the seal off the old window and put it on the new window. Now, this will take weeks to get this window properly installed again! When they installed this living room window on 3/29 they also inspected another leaking window in our master bedroom, which they order that same day. Bobby (the service manager) said he wanted to wait and replace the correct seal for the living room window when they come back to install the bedroom window. My husband said we were not happy with waiting that long (4-6 weeks) for the seal for living room window. Bobby then told my husband he would check on availability of the seal and get back with us no later than the end of the day on April 2. OF COURSE, he never called. We called around 1:00 and left a message for Bobby and he still never returned our call. We have had it with this company!

Windows and doors have not been delivered as promised and NewSouth is not responsive to our inquiries and concerns. On June 24 we placed an order for just under $35K for Miami-Dade hurricane proof doors and windows. NewSouth received a down payment for $11,500.00, which was promptly deposited into a company account on June 30. We were told these windows were locally made, and to expect shipment by late Sept., even amid the Covid pandemic. The anticipated installation in October was a total of 14-18 weeks from the original signing date. September turned to October, which changed to Thanksgiving, which became Christmas, then Jan 22, 2021, now who knows. We are given no reasons for the continued extension delays and our emails go unanswered. To date, almost 8 months later, we have not received our first window. On October 19, the project manager finally admitted that he was unable to locate a "production status." He was going to "investigate" the matter and get back to us. As expected, he did not respond voluntarily. The following week, we were told by the general manager that our order "got reverted" due to a measuring error by their technician. It wasn't until Nov. 13, (4 1/2 months from the initial contract signing) that we feel we finally received a portion of truth, in that "everything has been ordered." A shipment of 3 of our entry doors finally arrived in mid Nov., and all 3 doors have problems which the Project Manager has admitted responsibility for. The doors were either cut backwards, installed backwards, or both. All 3 swing wrong. One door is cosmetically defective and needs to be replaced; another needs reframed before it can be installed properly. Not only have they admitted to carelessness in placing our order on behalf of the salesman and measure tech, they have demonstrated a blatant disregard toward our concerns and inquiries regarding our order status as evidenced by their lack of responsiveness to our emails and phone calls. As stated, we are now almost 8 months into a project which had an estimated install date of 18 weeks maximum, and there is still no completion date in sight. We cannot get information as to whether our windows/doors have even been produced, when or if they will ever be shipped, or when we can expect the repair/replacement of the faulty doors, which in their current state, will not pass Sarasota code standards. My last attempt to seek information from this company regarding the delivery status of our doors and windows, (which was slated for Jan. 22), was to the regional general manager, who was in no way cordial, polite, knowledgeable or helpful with information regarding our order. In fact, this inquiry quickly escalated into a shouting match with him threatening to turn me over to a lawyer before I quietly disconnected the call.

The 3 windows in my living room have a different grid pattern between the glass panes than the rest of the windows. I decided to purchase a grid pattern to enhance the looks of my new windows. a few days after purchasing the windows (Total Cost $20,000+) I rec'd a call from the sales rep (Matt M.) stating the grid design I chose would not work well do to the size of my windows. We had mutually agreed on a simpler pattern on my 2nd trip to the showroom. My bedroom and the living room both have glass arches over the main window(s) they sit on. The grid pattern was to follow the curve of the arch, which in the bedroom was correct, but the living room grid does not come close to following the curvature of the window. Also the 2 windows below the arch piece (Living Room) still had the old grid pattern that was agreed to be replaced. The original installers also damaged the marble window sills that came with house originally. 1 sill was broke in two, and the installers just fit the two pieces back together and caulked it in place.(AND SAID NOTHING) Another sill (approx 40" long) was reinstalled with one end protruding from the wall surface about 5/8 of an inch and the other side being flush with the wall. Almost all the marble sills I examined in the home were reinstalled improperly. (mostly consisting of the two ends not protruding from the wall equidistant.) Matt came to my home and inspected the living room window, agreeing the grid pattern was wrong. New South sent out an Inspector to remeasure the window so they can produce a substitute window. MONTHS went bye and I heard nothing from New South. After contacting them I was informed the inspector's notes and rework plans never made up the chain to the production floor. This initiated a second inspector to come out and re-examine the windows. Upon his arrival he determined the arch piece was indeed incorrect and did some additional remeasuring. This inspector also brought to my attention the grid pattern was incorrect on the bottom two windows the arch piece sits upon. He left with this info. about 7 weeks later I rec'd a phone from an installer (Bill Smith/The Window Place - XXX-XXX-XXXX) looking to replace the living room arch piece. I asked about the 2 windows that sit below the arch, and the installer had no idea what I was referring to. This prompted another call to New South (XXX-XXX-XXXX) and I was put in contact with customer service rep Priscella. This rep had no apparent interest in resolving this matter, and her main interest appears to be letting this matter die until I quietly go away. (most likely due to a fix costing upwards of $3.95) The design of the grid pattern requires the top piece to match the bottom, and it makes no sense to me to have the top piece reinstalled without the companion bottom piece to ensure they line up properly. An incorrect alignment would again require the windows to be remade and reinstalled.

I'm seeking refund for damaged flooring and drywall repairs of $4,651 and refund of contract price $11,214,due to negligent installation of 9 windows. In 1/ 2017, I entered into a contract for 9 single hung impact replacement windows for my condo with NewSouth Window Solutions ("NSW"), relying on the lifetime warranty and salesman's assertion that the installers were employees of NSW (which was untrue). I relied on NSW to professionally manufacture and install windows that would protect my property, and thought that the warranty protected me from problems concerning installation as well as manufacture. By 2018, I noticed moisture in condo. In 9, I called NSW to inspect windows (my moisture meter readings were high under 4 west windows). Bobby inspected the windows, and did not find the problem with the window installation. Then, on 9/10, much to my horror, I found water under the laminate near the west-facing windows. I immediately contacted both NSW, and Palmer Oaks property manager, who referred me to WrightWay Emergency Services (WW). Bobby came out 9/15 and found that all the windows, were mismeasured and too short (by 1 3/4 - 2 inches) and also not wide enough (short by at least 1 1/4 "). NSW installers never told me of construction defect, but installed them anyway so that they would get paid. They used RWD plastic stripping across the top and bottom of windows, and DID NOT CAULK the strips, making it inevitable that exposure to the elements would loosen and allow seepage into the drywall and cinder block, and eventually, to the flooring, which is what occurred. Also, installers did not use the appropriate product to caulk, which had become gray and flaky. He pulled away the bottom white strip on one window, revealing the window shortness of the window, and the direct entryway into the drywall and cinder block. I told him I demand all new properly-measured, professionally installed windows. Bob was sympathetic, and he noted the extensive water damage to my unit (to the drywall, to the laminate floor, much of which was ruined (and the particular laminate is no longer available). Bob said I would hear from the Project Manager Greg by the end of the week. That did not happen, and Greg did not come out until Friday, 9/25, at which meeting our Condo Association President was present. WW came out on 9/18 and quickly established the window leak. Water mitigation services started 9/21. It was clear that faulty window installation and seepage would not be covered by my insurance, and that my insurance would not cover water mitigation services, new flooring, and possibly new windows, if NSW failed to honor their warranty, which is what occurred. I sent an email dated 9/22 to Earl R. in the Tampa headquarters explaining my dire circumstances (no reply), then emailed Steve L. on 9/26. I asked that at least the windows be caulked all around as a temporary measure so that WW's restoration service could go forward without further water intrusion (it was still hurricane season). I emailed Steve L. on 9/30 demanding a reply as to whether or not NSW was going to honor the warranty and replace the 9 windows. On 10/12, Bobby and another came to caulk all windows. Bobby indicated NSW would not replace the too small windows, nor pay for any damages resulting from shoddy installation. I am seeking $4,651.23 in damages (WW bill of $2,917.13, Home Depot total costs of $637.10 and Northern Floor Covering invoice of $1,078). I also seek refund of NSW contract price, since I never got proper custom windows that I contracted and paid for of $11,214.00). In the end, NSW left me with impact windows only as strong as the caulked strips at the bottom, top, and sides of each window, which is not acceptable to me. I have copies of all documents, bills, expenses which I am ready to provide. I am forwarding to Rich G. an email of WW's documentation showing the extent of damage and their costs for water mitigation.

New South Windows has not completed proper installation and has not reimbursed me for their erroneous notification to Synchrony Bank. On 12/28 New South Windows (NSW) scheduled to have 11 hurricane windows and 2 sliding doors to be installed. The windows and 1 sliding door was installed. The installers did not bring the correct door for the second sliding door to be installed. On 12/30, Paul S., installation manager, advised that the factory was working on inventory and would call back with an installation date. On 2/2, Paul called scheduling the installation for 2/15. I also reminded Paul that I still had a missing window screen which he said would be brought at the time of the installation. On 2/15 Neither the window screen nor the the sliding door was installed correctly. A gap of about 2" was left on the top and bottom of the door exposed to the outside. During this time, one of the installers took it upon himself to purchase 2" X 4" boards to frame both sliding doors. I did not request nor want this. They did not clean after their work because they had to come back to install the door correctly. Since I was having company, I cleaned the doors and discovered a scratch on the door. I immediately called Paul Small to inform him about the scratch and why I did not see it until after the installers left. I left a voicemail and a text. Four days later, Paul left a voicemail to inspect my door. When I got home from work, I called him and he told me he had already stop by. I asked if he had seen the scratch. He denied knowing about it. I informed him of the scratch and why I did not notice it until after the installers were gone. The installation was scheduled for 3/15. In the mean time I received a bill from Synchrony Bank, the bank which NSW refers customers to. I called NSW Bonita Office and was advised the billing was an error, but the account manager was not there so they would send an email and have the manager call me tomorrow. I called 2/26 and spoke with Gina Peters. She apologized for the billing. The document stated the door was installed. The door was in, but not installed correctly. She would contact Justin at the bank and cc me the email and get back to me when it was resolved. I called 3/1 left message for Gina. On 3/2 I called and spoke with Gina she advised that she'd issue a check to me and I pay the bank. The check was to be mailed 3/4. I called 3/8, Gina did not see the check issued so she would look into it and call back. Left a message for Gina 3/9 and 3/11. 3/11 I left a voicemail for Paul about the installation on 3/15 requesting that the replacement door and missing window screen be brought so all the work could be completed. Paul called and denied knowing anything about the scratch or about the appointment on 3/15. I reminded him of the conversation we had 2/19. He told me a new door would have to be ordered and it would take weeks, but they would stop by 3/15 to install the door correctly. Since they would have to return to install the replacement door, I suggested to postpone the installation until all the work could be done in one trip. 3/15 Spoke to Gina said check was mailed 3/12. The check was not received by 3/22 so I asked Gina to resend a new check. 3/29 I called Gina regarding the status of the new check and I called Paul on the status of the new door. I left him a voicemail and text. In the mean time I have received another billing from Synchrony Bank. NSW has poor customer service. They do not return calls nor follow through with their commitments. My requests are simple and reasonable. 1) Installation of a non-defective sliding door installed correctly. 2) The unnecessary and unrequested wooden framing around the doors removed. 3) The missing window screen to be installed. 4) Reimbursement or the two payments ($508 each) to Synchrony Bank before the work has been completed. 5) All this may be resolved before hurricane season begins.