Complaints

• Initial Complaint

  09/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My door was NOT installed until 9.6.2024. Yet, I receive a notice from my bank today telling me there is a delinquent report on my credit stating New South Window shows Green Sky credit company reporting my account 58 days past due. First of all, I NEVER agreed to pay my balance through Green Sky and planned to pay my remaining balance on my personal credit card. Secondly, the door is STILL, to date incomplete. There is painting due and a technician appointment the office, ***** ** refuses to schedule. ****** *. is well aware of this account as they ruined not only my 1st installation but this entire account. My permit is also not resolved by the County. They WILL remove my name from the Green Sky account as a $0 and I will pay the balance of $3500 once the technician is scheduled to finally finish this door which is a project 5 months overdue.

  Customer response

  10/04/2024

  New South has allowed Green Sky to report my account on my credit report as delinquent, therefore effecting my credit score.  I have asked ****** *haw to have this rectified as I will be paying this balance out of my bank account and by no means would use the financing from Green Sky.  To date, this is a negative report on my credit.  The painting is scheduled in a week or so.  Until my credit report is rectified and the painting is done, final payment is not due.  New South does not have the right to ruin a clients credit report! 

  

  Business response

  10/07/2024

  *** *****,
  Paying with your GreenSky account, is the same as if you paid with a personal Visa or debit card. The final payment was authorized by you via the completion paperwork, you also paid a partial payment on personal card. We cannot reverse these funds, only your credit vendor can.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had New South Windows install sliding glass doors in my condo. Water came thru under the doors, The Carpet was stained. They sent out a cleaning company. In the cleaning process a hole was made in the carpet ( the cleaning company had me sign waiver) which if I didn't sign they wouldn't clean the carpet) so I sighed it not having a choice. New South Windows adds say they are responsible from start to finish. The carpet company came out again and said there was nothing they could do. So now I have a carpet with a hole in it. and they will not replace it

  

  Business response

  09/09/2024

  We are currently working with ******************** on the issue. During a torrential storm water blew in over the track and caused the damage to the floors, the carpet had previous damage that was made much worse by the cleaning equipment.

  ******************** is getting a quote to replace the carpet and we will work with him from there.

   

  Thank you

   

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  History: On March 23, 2020, I ordered a sliding hurricane door. I asked if a licensed contractor would install it. Yes, was their answer. Install date was in June (they did not show up for the day/time scheduled). I called and they said there was an employee emergency. We rescheduled. ******* was supposed to come to install. He did not. 3 young men came in his place. These 3 guys said they never installed a door before and had no license for this type of work. They arrived in a rental van from Home Depot. They did not bring any tools with them except for a hammer and a tape measure. These guys propped the door to be installed against the van. It was windy and the door blew over and landed face down on our concrete driveway. This all was in June, 2020. I called New South and they said they would assess the situation and repair the door so that it closed properly, locked, and looked professionally installed. They did come back and wrote a list of items that needed to be corrected and that was the last I heard from them until I received a notice that they were taking me to court. This was for non-payment. We all agreed, at the time that the door was damaged and installed wrong, and that I would pay when it was done correctly with a new door. New management took over and sent out a new contractor to assess. Basically, he (guy named ******) said the same things that we already knew were wrong. New management (******) and I texted back and forth. We agreed on a remedy, so I asked him to put it in writing and I never heard from him again. This was in May 2022. In January 2023, I received a voicemail from this company stating they were taking me to court. I am sick of dealing with this company! Still have a broken door that does not lock. Still have a damaged door that was improperly installed by non-qualified individuals. Still have a door that is difficult to open and close due to this improper installation. Still have a screen on it that does not have a lock.

  

  Business response

  01/26/2023

  *** ******, thank you for reaching out. Since we last spoke in July we have been unable to reach you. When you and I spoke last we came to an agreement, the details of which I can remind you of, if needed; via phone, text or email. Unfortunately we never heard back from you after you agreed to your end. You explained you needed to call back to make payment and never did. To date we only have the small deposit for your project, the commencement payment nor the final payment have been made. Though your project has been installed and completed as of June 2020.

  Again, I am very happy to fulfill my end of our agreement if you are willing to fulfill yours.

   

  Thank you

  Customer response

  01/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: According to both of our records, the job was never completed. I was informed last year that your company had a lot of difficulties with your contractors and the new manager (******) was in the process of correcting a lot of issues. I am not sure why it is stated that "I have not been able to reached". I don't have any missed calls from you. I did return a call from *****   17, 2023. Perhaps you have the wrong customer in mind? 

  Regards,

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

  

  Business response

  01/30/2023

  *** ******, we are awaiting your agreed upon payment and we will service your project. As previously stated there unfortunately is no lifetime warranty on any product that is not paid for. We unfortunately only have your 10% deposit. We cannot continue any work on the project without getting our agreed upon payment. The 10% doesn't even cover materials to manufacture and you have a custom manufactured door, built, installed & permitted that you have been using and enjoying for over a year and half.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased new windows April 2021. Windows were installed July 2021. 1 of the 5 windows was made the wrong size and sliding glass doors were incorrect. I finally received the corrected doors / window in October 2022. I have trouble closing the window still and was instructed I have to slam it because it is a heavy window. I was treated as if I caused the problem. Employee ****** was really rude as he was the one that came to finalize the installation 10-26-22. Company newsouth had zero communication with myself during the process. I called 10-27-22 to file a verbal complaint and was told "sorry for your luck hehehe" supervisor I spoke to was the production manager and all he could say to me is " YOU HAVE WINDOWS IN AND I CANT JUST FIX WHAT ALREADY HAS HAPPENED WHAT WOULD YOU LIKE ME TO DO? I responded with I was going to file with BBB he said go ahead nothing will come of the complaint. I don't want anyone else to get screwed by this company. Window are an investment that you will have for years. I hate to think what will happen if I need them to fix a warranty problem for me.

  

  Business response

  11/04/2022

  Three techs have looked at the windows and all of them confirm there is nothing wrong. Also, I know ****** made an appointment to come pick up the batteries left behind with you, I apologize if for some reason this appointment was misunderstood. We apologize for her frustration, but we are not sure what she is seeking as there is nothing further you can do. We’ve offered to send out our management staff to which you declined, please advise how we can help as we always ensure our customers are more than 100% happy as you have a lifetime warranty, and we will always be here to protect you and your family.

   

  Thank you

  Customer response

  11/04/2022

  False statement. I have not declined anything from this company. I truly feel that the customer service was poorly handled. I would love to have a member of the management team come and prove I am wrong. I do not want other customers to be treated as my family has been treated. 

   Complaint: ********

  I am rejecting this response because:

  Regards,

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

  

  Business response

  12/07/2022

  We have 2 notes in our system attempting to reach *** ********.

  She has a voicemail box that has not yet been setup.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I placed an order with New South Window Solutions of Jacksonville, for some new windows. Two days after placing the order, I informed New South I wanted to make a change and delete several windows from the order. The salesperson said that would be no problem. I said I would like to receive a revised order and a copy of the window drawing, showing the deletions before any further steps were taken. The salesperson said that would not be a problem, as my windows would not go into production for 14 to 16 weeks. A few weeks passed and I still did not have the revised pricing nor the drawings. I began calling every few days trying to reach my salesperson to get the requested information. I made 12 attempts to reach him with no response. I then reached out to the person that came out to do final measurements and explained to him my problem. I said I really need to get this rapped up as I am getting busy on other renovation work and I do not want this to slip thru the cracks. He said he would see to it the changes were made and tell my salesperson to get me the revised order. Another week went by and I still had neither the revised order for approval or the drawings I had requested. Nothing I tried resulted in me getting what I had requested. I finally reached the person that did the measuring and I told him I could not work with people that will not respond to repeated requests. He said we're still ok as the windows were not yet in production. I said you don't understand. I no longer want to do business with you! Please cancel my order and we will both go our separate ways. He said I couldn't do that as I signed a contract. I replied the contract I signed does not represent what I was ordering. Please cancel the order. Two days later I received a call from my salesperson wanting to solve the problems. I said I will not do business with you people. I am now being sued for cancelling an order that had not been started.

  

  Business response

  05/09/2022

  We are upholding our end of the contact.

  Customer response

  05/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: New South failed time and time again during the first 60 days after the initial order was placed to communicate with me.  As stated, I made repeated calls to the office to reach my salesperson and ultimately anyone who would talk to me, to deal with my request for a revised quote after eliminating windows from the initial order and received no response.  When I finally did receive a response, they eliminated the wrong windows and never sent me a revised quote.  Their failures left me concerned and I lost all confidence in their competence and did not want to do business with this company.  Since I did not receive the requested corrected quote showing the correct window order with requested changes and an adjusted price for the deleted windows.  Coupling this with the fact that they would not return my repeated calls, I decided they were a company I could not work with and asked to cancel my order since the windows had not been started into production as of the date, I stated I wanted to cancel.

  Regards,s

  ****** ****

• Initial Complaint

  04/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Very expensive doors. 3 in all. Continued promises unkept. Install on all three doors are not as ordered. 7 months and still no resolution.

  

  Business response

  04/29/2022

  We have all service parts ordered and new service date scheduled for 5/12/22. We do apologize for the confusion with the locks but our best in the business Warranty is here to protect you, our Service Manager **** has your parts ordered and service scheduled.

  Thank You

  ****** ****
  Market President

  Newsouth Window of Northeast Florida

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted with NewSouth Window on 9/20/21 for new windows new front door and sliding glass patio door for my home. The cost was $32,326. Work began on 1/7/22. The installation was inspected on 2/3/22 and failed due to insufficient number of screws in the windows and exterior calking issues. Additionally, the wrong front door was installed. I agreed to allow this door to be installed on the understanding that the center panel would be replaced with the correct panel ordered. The sliding glass patio door was also installed improperly. After three trips to my home the correct parts were installed but the door does not operate and lock smoothly. The job has yet to pass inspection. Issues related to calking have not been addressed. While they did return to install screws, one window still does not have the proper screws. There has been no movement on correcting the front door. I wrote a letter to the company on 3/8/22 stating my dissatisfaction with the action of the patio door, requesting status on the correct front door panel and asking that this job be brought to completion. To date, I have only received a call stating they are trying to work me into their schedule. That was two weeks ago. I am frustrated with customer service. I took advantage of a special financing offer through NewSouth and have made three loan payments. They have their money, but I have a job not yet complete and yet to pass inspection.

  

  Business response

  05/20/2022

  ***** ******** is paid in full and passed his inspection on 4/25/2022. He does not have any open services and should be good to go.

   

  Best,

   

  **** *****

  Office manager

  Customer response

  05/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed a contract to replace 1 sliding door and 5 windows. When the tech arrived to field measure the door and windows he seemed concerned over the original installation details and told me the windows needed to be smaller that they are due to the exterior brick work. As I asked questions about his concern I did not get a good impression of his knowledge of the work and he said he would have his boss call me. I told him that I prefer emails since I have hearing problems. I was presented with a blank permit application and release form which I refused to sign.. Over a week goes by and I contact the salesman via text and he writes back he discussed the issue on the previous Monday two days after the techs visit. At 6:30 PM I get an email that someone tried to call me earlier that day. I block all unknow phone calls due to the volume of unwanted calls I get which is another reason I prefer email. In my experience deals that start out badly never work out and at this point I lost all confidence in their business and emailed I wanted to cancel and get my deposit back. In reply I received and email stating I had two options; 1. go forward with the job or 2. forfeit my deposit. I have emailed them twice since. Once to explain my concerns and lastly to offer a compromise of a reduced scope. Neither of these emails where responded to. They also signed me up for a credit card which I neither asked for and promptly cancelled.

  

  Business response

  04/14/2022

  *** *****,

  To sign up for a Synchrony Credit Card account, very personal and private information is required, along with signatures. Stating you were signed up for a credit card without your permission is not possible and signed copies of the credit card application are available if you’d like. This also provides a bit of concern to me as you have emailed me on 4/1/2022 that: “I have requested That we reestablish the account that I canceled so I can enjoy these 18 month zero financing option.” Please verify this is indeed you, I don’t want any financing accounts issued to you, that you do not have any desire to possess.

  To address, your cancellation request. Since you were contracted on 2/11/22 and cancelation request was made by phone, when you made a phone call into the office on 3/7/22 @ 11:53AM, you have to understand in order to deliver custom made products in a timely fashion, it is imperative that we begin ordering & allocating materials after the 3-day right of rescission.

  Finally, I am sorry to hear that you have a hearing impairment, that was not notated on your account as this BBB comment is the first time I’ve ever known of it. Being that you called in to request the cancel, your phone call was returned by myself, **** * ***, so that we could address all of your concerns.

  I know *** has sent you 5 addendums that you have not signed for one reason or another, I know that he is sending you another application so you can apply for financing for a 2^nd time since you cancelled your last financing account, I know we have and will continue to take great care of you. As far as the installation goes, I believe there may have been a communication error, I can have **** put into writing what ****** was trying to explain by ‘Reducing your window size’. Understand we will be manufacturing the 1 window and 1 door, to the maximum size possible for your openings as we are able to order down to a 64^th of an inch if needed.

   

  Thank you

• Initial Complaint

  03/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contracted 10/15/21 for eze breeze porch enclosures. The product was finished the middle of February but their worker did a terrible partial install, they have since tried to fix it but have been unable to accurately measure and get the windows ("vents" as they call them) replaced. I have contacted several people, very little communication back to me, mostly me chasing down when are they ever going to get this finished and fixed? Have been assured twice now they would but they have not despite several calls. I want the product, I want the contract completed but either complete it or negotiate a termination agreement with me so I can move on.

  

  Business response

  03/11/2022

  These are custom built products that usually take months to manufacture. We have expedited the build and are trying to get them in as soon as possible. It has only been 30 days since the issue was discovered. We are actually anticipating arrival today of the product.

  We will be completing the Eze Breeze project in the coming weeks.

*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. ↩