ComplaintsforNewSouth Window Solutions of Pensacola, LLC.
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Complaint Details
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Initial Complaint
07/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have a incomplete project and have been getting the run around on when it can be completed. We have made numerous text, calls, and still no return call with a resolution. We have a patio enclosed without the screens. We have been given a few excuses and now nothing. This is out 2nd time using your company and have had issues with completing work. We would like the screens install within 30 days, since we were told you all have them, but are trying to find someone to come out or a full refund for the incomplete project that is leaving us with a enclosed.patio with no use.Business response
08/02/2024
NewSouth has been in contact with Mr. & Mrs. ***** and has provided a solution. Both parties are in agreement with the new product that has been ordered for replacement and once the material arrives to our warehouse, we will get the project scheduled. We would like to thank the *****'s for being a NewSouth customer and we will get the project taken care of as soon as possible.Initial Complaint
09/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I recently purchased windows from New South Windows. I love them but when you buy something new it should be clean and mine are filthy. When I asked who’s going to clean them I was told that they don’t do that. So I paid all of this money and now I have to pay someone to clean them DollarsBusiness response
09/22/2023
Mz. ***********,
Thank you for being our customer! I am so happy you love your new NewSouth Windows and apologize that they needed a good cleaning. As follow up to my voicemail, I am glad that we took care of the cleaning, and all is well. If you ever need anything, please call me on my personal cell phone number (i left on our answering machine).
Remember, your NewSouth Windows are covered by our Real, Lifetime, Non-Prorated - Part and Labor Warranty for as long as you own your home.
One Call Does it All! We are only a phone call away.
Very best regards,
Rob ******
Initial Complaint
02/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I need warranty work and can’t get anyone on the phone in the Pensacola office or the head quarters. I sent an email and no response. It’s pretty simple but you can’t talk to anyone.Business response
03/13/2023
We contacted Mr. **** and the service was taken care of on March 3rd.Initial Complaint
08/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Installation of the windows in my home. I have sent a letter to Rich ***** and Tana ******* with New South Window Solutions without response. The Letter is included. I will upload the letter.Business response
10/05/2022
We apologize for any inconvenience this has caused. During installation we determined two windows would need to be re-ordered along with a defective piece of glass. All three items have been ordered and we are waiting on the replacements. Mr. ******* submitted pictures to our team showing items that he would like addressed. NewSouth spoke with Mrs. ******* on September 1, 2022 to schedule a time that would work to address any service needs prior to receiving the two replacement windows and piece of glass. Service technicians went out to the ******* home on September 9, 2022 and Mr. ******* was not aware that his wife made the arrangements for us to be there, and we were asked to leave. We have been in contact with Mr. ******* and due to prior engagements, the customer will not be available until November 2, 2022 for us to go back out to the home. Our goal is completing the project during this visit and addressing any issues Mr. ******* has with his project.Initial Complaint
07/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I've been waiting months to have them finish and fix the installation of 4 sliding glass doors. They are on crooked, there are openings to the outside that let frogs lizards and snakes into the house. There is no trim, there is no insulation do you can see to the outside from inside the house. Weep holes drain indoors leaving my floor wet. Appears the doors were not measured correctly so the trim is crushed where the mallet was used to jam them into the opening. Missing plugs in the doors let's the wasps build nests inside the doors.Customer response
07/05/2022
Phone number is *** *** ****Business response
08/15/2022
The business called BBB on Friday and indicated that they were currently at the consumers residence making repairs. Further stated that they were at the consumers residence on July 21st , assessing the repairs needed.Initial Complaint
03/30/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
We had all new hurricane impact windows and doors put in around February 2021. One of the doors came cracked and we asked for a replacement. More than a year later, we still do not have a replacement door. For the cost of that door and the windows, you would think we would see more professionalism and pride in their products! We have called on numerous occasions to be told they are still making it or told someone would return our call and let us know what is going on. Also, the crew that put in the windows did a horrible and sloppy job! Even the employee who came to measure the door for the replacement door said we should have complained about the sloppy work. Nearly $40,000 in products we spent and we are totally disappointed in what we have received. There is no reason we should not have a replacement door over a year later!Business response
05/09/2022
Business Response /* (1000, 10, 2022/04/19) */ I truly apologize for the inconvenience and unfinished product. We have had some turnover in the service department and thought your project was completed. I will have my Project Manager schedule a time with you to review your project and address any issues. Once the door is received, I will get you on the schedule for a replacement, I have been provided a late May arrival for the replacement. I have left a message on your voicemail with this information. Please feel free to reach out to me with any questions.
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Customer Complaints Summary
7 total complaints in the last 3 years.
1 complaints closed in the last 12 months.