NewSouth Window Solutions of Orlando Reviews (%countItem)
NewSouth Window Solutions of Orlando Rating
Address: 820 E Altamonte Dr, Altamonte Springs, Florida, United States, 32701-5002
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+1 (407) 261-2278 |
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Window order and installation has been a complete nightmare.
Initial sale was April, 2018. Told that install would be 12-14 weeks. Install did not happen for 24 weeks, and that was only after I continued to call and complain. Received a call from the VP of the company who helped that issue. After install, several issues with the windows, install tech took notes and submitted to office. Office contacted me and stated they had parts on order. Fast forward 9 months later, parts finally in. WRONG PARTS! Contact service manager and get no response. Worst window company I have ever dealt with.
Windows completed correctly with correct parts.
I appreciate the customers concerns, and any concerns/issues have been 100% resolved & finished. Customer met with our Service manager 7/31 and agreed.
We did run into a slight delay in production in 2018, due to demand from hurricane Irma, and our factory moving to a brand new facility, but that is not an issue anymore from production order to install. The turnaround is very quick, and our new technology, equipment and factory efficiency is doing very well!
We always take customer concerns to heart, communicate, survey and follow up. We have production meetings to evaluate our efficiency, satisfaction rating and never take this lightly. If we need to improve, in any area, we strive to do our best. We value our customers and thank you for being part of our NewSouth family.
I am always available and can be reached at 407-*** Thank you!
(The consumer indicated he/she ACCEPTED the response from the business.)
Lack of communication as well as the extreme delay in installation and resolution made this entire issue a lot more frustrating than it needed to be. The final product is just fine, but the process leaves a lot to be desired.
The quality and professional service was excellent. When you call for service it's handled that day.
Mr. D, thank you so very much for your succinct and glowing review sir.
Thank you for being my customer. Earl R President and Co-Founder.
Had windows installed including two sliding windows there were defects in trim pieces one sash of the slider and locks on slider.
Contacted New South service and was pointed to Marcos ***. I imitated the request for them to resolve the issues of the defective items they installed on 2-18-2019. They sent a tech who verified the window sash of the sliding window was defective but said he could not fix the issues with the locks without making the windows look worse and did not have any trim pieces with him. My next contact was with Randy*** and from then on it was with Randy. He told me it would be 4 weeks for the replacement window sash to be ready. 4 weeks pass and nothing. From then on I contaced via email Mr. 3-6-2019, 4-15-2019, 5-20-2019 and 6-3-2019 with same general reply "Parts should be here any day now". On the last contact a woman named Marandy *** called me instead of Randy emailing me back saying there was no excuse for this and that they would schedule the permit (which is still open because of the unsealed window sash) when the repair is being done. It is now a month past that and no reply, no eta, no nothing as usual. This company supposedly has a lifetime warranty on their windows. If they cant or wont even take care of a new customer installation then they are just selling an empty promise.
The resolution I seek is for them to replace the defective items they installed. The interior window plastic trim pieces, the window locks on the sliders and the defective window sash (was told it was not sealed at the factory and would fail permit inspection) for the sliding window.
Warranty items will always be honored by our company and team! We have the best warranty in the industry, and have made great strides on our turn around time. We apologize for any service items and a slight delay in receiving them. We have revamped our service manufacturing process and have greatly improved our lead time moving forward.
Our service staff has ordered the window frame, and a glass pack. These are manufactured and received. We have scheduled the service with Mr. Blum. Our customer has a lifetime warranty and will not spend another dime on these windows. Again, We deeply apologize for any service items and a slight delay in receiving them. We have revamped our service manufacturing process and have greatly improved our lead time moving forward.
It is never our intention to disappoint anyone, and I personally care about each and every customer. I will ensure this is resolved. We will also do a quality inspection on all the windows installed, and do whatever it takes to make our customer proud.
(The consumer indicated he/she DID NOT accept the response from the business.)
7-19-2019 The service manager Randy arrived to do an inspection, took notes of the cosmetic issues and I showed him the locks on the sliding window sashes not installed correctly. He said he would have to order another sash for the other slider and I was informed "5-7" weeks for that. He dropped off a check refunding the amount of the sliding window that was causing the original delays which was nice. So now there are going to be two more service calls since the other slider's sash needs to be ordered and the permit inspection needs to be done and pass. The original service of 8-2-2019 still stands. Will update after next event.
At this point all service items from the original service created have been completed. All of those services were completed on 8/2/19. We did find when we sent our service manager out personally on 7/19/19 to perform a quality inspection that 1 additional sash would need to be ordered and we are expecting it's arrival shortly. We have been in communication with Mr. Blum in regards to that 1 sash that still needs to be replaced and did verify during and post service that all original items have been completed. Looking forward to completing the last bit of warranty work very soon and living up to our commitments of our Lifetime Warranty.
Took a while to get product, but we where kept up to date about the delays. The product came in fine and installation was completed as promised. Windows and doors are of very good quality.
We had a great experience with New South Window Solutions. They were prompt and completed my whole house in one day. All the installers were very professional. We were very pleased with the job."
Angie & Efren (Oviedo, Fl)
Mr. and Mrs. G, I want to personally thank you for your kind comments and glowing review of your NewSouth Window Experience. More importantly...... THANK YOU FOR BEING MY CUSTOMER! Earl R. President and Co-Founder.
Warranty
In 2014, we signed a contract with New South window to have our windows replaced, because at the time they had an A+ rating on the Revdex.com, but then a year or 2 later they became an F with warnings. Shortly after the windows was installed, approximately 3mos after, the noise level in the house had gone back to what it was when we had single pane windows in. We contacted new south and we were told pretty much that they cannot do anything about it. OK fine, we let that one go, even though we had contractors come out to inspect the attic because new south claim that low attic installation could be causing the increase noise level in the house. Our installation was at its max. Approximately a year or two later the window in the commode area failed, this window was replaced in no time. Grant you, it was a small window. Last year we noticed that two of our master bedroom windows had failed...the windows had a cloud on the inside which indicated that the seal had failed. New south window was contacted around october/november 2018 and Randy/supervisor came out and indicated that the windows had failed. He took measurements and pictures and informed us that it would take about 3mos for the windows to be ready. In February 2019 Randy/supervisor called to setup a date for the replacement of the windows, at which time he was informed that one of the windows in the master bathroom had failed also, Randy informed us that when they technician came out to replace the windows in the master bedroom he will then look at the master bathroom. The technician came and look at the master bedroom windows and informed us that the replacement he had on the truck was incorrect, therefore the master bedroom windows could not be replaced. he re-measured the bedroom windows, looked at the master bathroom failed windows and took pictures and measurements. He informed us that the office would be in contact with us. A couple days later, another technician came out (no one contacted us from the office), again to replace the master bedroom windows, he was informed of the previous technician and what he had said about the windows being incorrect. This second technician informed us that indeed the windows was incorrect, that the company was making a new type of windows so the whole bedroom windows would need replacing. He re-measured the master bedroom and again measured the master bath window that had failed. He left informing us that the windows would need to be reorder again, at which point we ask if it would be another 3mos, which his reply was "yes unfortunately". We waited for another 3mos, the company new south did not bother to call us (because they already got our money) to update us or even to apologize for the unnecessary stress that we had to deal with regarding their failing product and their lack of competence in getting the right measurements and order in. FAST FORWARD!! We got a call last week indicating that the windows were in and that someone can come out 6/29/19 to replace them...Great! Technician arrived first thing we asked how many windows does he have on his truck to replace the ones that have failed, his reply was one set. There is two sets of windows in the master bedroom, the supervisor Randy took the measurements, how are we therefore installing one?!The window set that he brought was again the incorrect size. Not only have we waited 7-8 months patiently to have this issue taken care of but now we are force to keep the blinds close as there is now 4 sets of windows in the master area that has now failed, foggy, with poor visibility and very unsightly. Even though the last two technicians came out, submitted their findings the company willfully overlooked the number of failed windows and put in for the replacement that they think was appropriate for them and not the customer.
We would like for new south to replace these faulty products immediately. Our single pane windows were replaced because we were looking to become more energy efficient and add value to our home. With these windows, not only we are far from being energy efficient but they are affecting the value of our home. We have waited patiently and made several follow-up calls with new south, but the company has shown us from the start what their business ethics was all about. We will not wait another 3mos for these windows to be replaced, I would like for Tim the CEO to consider this matter immediately because Randy and the other employees involved apparently does not have a clue as to what they are doing.
I have spoken to Allison and care very deeply that she has concerns and has had some warranty items. We made a personal error confirming and have corrected the situation, to ensure this is unlikely to happen again. We realize this is a rare occurrence and want to ensure we take care of our customer.
We are ordering new windows for our customer, with our latest technology, as these windows are five years old and technology is always improving.
We are very sorry for any inconvenience, and will ensure the industries best warranty is honored, and show that being a NewSouth customer is something to be Proud of. We care deeply and want to do the right thing!
(The consumer indicated he/she ACCEPTED the response from the business.)
I was flabbergasted by the response I got from Tim/ceo when he called me on Monday. He was unapologetic and gave me a long list of reason why we had gone through such unnecessary in getting our windows replaced. In the end he informed me that "no matter what, for you the problem will always be new south window", I did not know that I was dealing with a third party! He also had the audacity to tell me that I should have contacted him next time instead of going to file a complaints. At this point I felt as though this was our fault. I just hope we have no further encounter with this company.
We are very satisfied with New South windows solutions.The sales person did an excellent job, we received various emails from Marandy with updates and instructions and forms. Installation was 2 days and even a few extra hours on the third day to replace a tile that was broken in the process of of removing a sliding door, installers did an awesome job and addressed every request. They scheduled a repair and came before the schedule time and did an excellent job also. I love everything about those windows and doors and will highly recommend this company to my family and friends
Extremely pleased we selected New South for our window replacement. The quality is first rate, they look terrific, and the installation came in well under the expected install date. We got really good advice all along the process, especially with selecting the type of grit style. We took their advice and selected the "Prairie" grid style, and they are fantastic. We looked at three companies, but Jason L with New South was the real pro. He took the time to give us a complete demonstration, he demonstrated every part of that window, and he discussed the warranties in depth, a very impressive warranty, better then the others I thought. Even before we got all three quotes in, we knew we were going to select New South, even if they were higher, but believe it or not, they had the best price. The other companies had to rely on other manufacturers for their windows, adding an additional layer of expense. We got the best product at the best price.
It took longer than expected for delivery of our order. We were kept up to date on the progress and process. After inspection of all doors and windows, it was well worth the wait. Installation crew were on time, cleaned up both inside and outside after removing old windows and installing new windows and doors. Noticed immediate cooler temperature in house and traffic noise is reduced to almost nothing. Fit and finish above average. Very satisfied customer, highly recommend them. We will use them again as we are in process of moving into a larger home.
Purchased 4 windows in July 2018, installation delayed until Jan 2019, all 4 windows are defective and need to be replaced, still pending June 2019.
Purchased 4 windows July 2018. After many delays, windows were finally installed on Jan 31st 2019 but all 4 windows are defective and need to be replaced. On installation window 1 had rail out of level, defective from factory the top panel is almost 1 full inch higher on the right side, I'm in awe this window came off the production line and given to a customer. The quality of that window is so obviously terrible. The lead installer stated he no choice to install the defective window since they already removed the old window. It was clear that no final inspection took place in Altamonte. I have to assume from New Souths point of view it was better to install a blatantly defective window rather than no window at all. New mission statement? Window 2 had crack in mainframe from being forced into opening. 2 window sills were broken as well, as the crew had to force the windows into the openings, covering one break with a glob of caulking. Main office notified next day. It was very apparent, even to the layman that the individual who took the initial measurements was not accurate. Repair man came out on 2-6, looked at windows and left saying 2 windows could be fixed. Followup calls, no action. On 3-27 service rep finally came and determined ALL 4 windows need replacing. He contacted the main office (they took his call BTW) and were told the first 2 windows would be done within 2 to 3 weeks of March 27th and the next 2 would be completed within 4 to 6 weeks. Between March 27th and June 1st I have received exactly 1 call with an apology stating the factory has delays. We are fast approaching a one year anniversary of 4 windows with no resolution in site. We wish for no more apologies about delays, etc we want reimbursement on our initial deposit as well as the amount we paid to the finance company thus far. Prior to filing with the Revdex.com and as suggested by the Revdex.com I sent an email to Rich G, the corporate general manager stating my case. No call or email was ever returned by him. We would rather have New South resolve our issue however we are at the point of seeking legal consul if we do not receive any communication.
All we want at this point is to have the correct product we paid for without further delay. Option 2 resolution is reimbursement of our initial deposit and reimbursement of payments to the finance company until resolved.
I personally have spoken to Mr. and expalined the service order has been placed after the initial install, and is due in the week of 6/10. We had a nice conversation and we accept full responsibility, and we also desire to ensure our customer is taken care of, feels like they are an important part of our family of customers, ....and this is expedited. We Pride ourselves on communication and I always welcome any feedback that can benefit our team to treat every customer with only the best service possible. I thanked him for his feedback.
(The consumer indicated he/she DID NOT accept the response from the business.)
Based on the initial response generated from this complaint, more than 3 weeks has passed and I still do not have a tentative date when my windows will be installed. In 2 weeks it will be one full year from the initial purchase.
Our customer service team has spoken to Mr ***, and has scheduled the service for July 18th, as he is out of town until that time. These items were special order for shapes, and take a little longer due to the arched window. I will personally speak to Mr ***, and ensure this is resolved fully and every window in his home is under a full lifetime warranty.
(The consumer indicated he/she ACCEPTED the response from the business.)
Service technicians Chris and Robert from New South came to our house on July 18th, replacing and repairing all 4 windows. There was only one small issue with a screen that still needs to be adjusted, which is supposed to be resolved this week but overall I am satisfied with the professionalism and workmanship Robert and Chris on the 18th. They were very focused, professional and clean as they performed the work, I was completely satisfied with their work.
If you're not in a giant rush to have quality windows installed, these are the folks to do it. From salesman visit (Feb 2) to installation (May 2) [your mileage may vary], the entire process was reasonably stress-free and very professional. In the end, every glass pane in my home was replaced, and each one looks and works perfectly. I'm no longer baking myself standing in front of [the old] single-pane windows. There is virtually no heat transfer through the new windows, and outside sounds are noticeably quieter. I can't wait to compare my electric bills. The only thing I regret (and it's minor) is that I should have put drop-cloths over the electronics (TV, computer, etc), as that would have made post-installation cleanup a little easier. Dust does get everywhere when they have to cut out the old windows - it just can't be avoided. Oh well, the house needed spring cleaning anyway!
This is one of the most honest and trustworthy companies doing business in the Window sector in Florida. I had my new windows installed about 5 years ago and a few days a go I noticed one had a gap around the upper corner. A phone call and the tech was here to my home within a few days and my problem was fixed. Very polite and courteous people work for this company. I recommend New South Window Solution of Orlando to anyone looking for a great window at a great price and definitely a company who stands behind their warranty.
Leslie P
Installation and installers were terrific. Windows and doors are perfect. Customer service is exemplary always quick and thorough. Would recommend to anyone.
Mr. Harter, I personally thank you for these kind words and your terrific review. All of us at NewSouth Window go to work every single day to earn these accolades. You make us all NewSouth Proud !
THANK YOU FOR BEING MY CUSTOMER SIR. !!!!!!!! Earl R, President and Co-Founder.
All staff was very pleasant to deal with, windows installed earlier than originally estimated. Would for sure recommend New South Window Solutions to anyone that needs windows replaced.
Ms. L, I personally thank you very much for your kind words and excellent review of your NewSouth Window Experience. This is why our Team comes to work "6" days a week. To make you NewSouth Proud is what counts in my building.
THANK YOU FOR BEING MY CUSTOMER !!! Earl R, President.
NewSouth Windows worked very well with us. Everyone with whom we came in contact was helpful and friendly. Our windows and doors came in earlier than expected and installation was finished in one day. We had to make a few adjustments and they were very responsive to come out quickly and fix our minor concerns. The windows are well done and I would certainly recommend them. They seem generally concerned with our satisfaction.
Beautiful windows and cabana bathroom door. Love the clarity of view plus the impact rating. Comparing them to other Window sellers I interviewed, they had the best quality product and price. Great service all around. The salesman, Brad, was very professional and very very knowledgeable in meeting my wishes and association's requirements. The installers and final service man were professional, prompt, efficient, knowledgeable and left my home neat and clean. The office staff was very accommodating, polite, and professional. I highly recommend them.
My New South Windows purchase was one of the best business experiences I have had. The service has been terrific! I LOVE my windows! They are high quality & have reduced my electric bill quite a and I love the window locks that allow the window to be open a few inches but are secure. Cleaning is so easy too! I recommend this company & my neighbors are now getting New South Windows! The referral payment is a nice bonus too!
New South Windows kept us appraised of the status of our window replacement project all along the way. They timely completed all things and even performed their own punchlist at the job completion and made all corrections within 2 days. We have been very happy with New South Windows!
We are very pleased with New South Window Solutions and highly recommend them for windows. Their customer service is excellent! If you have need for great windows and great service, call them first. if you have need for service after install they are very reliable and prompt to respond!
Ms. M, I want to thank you for this very kind review and glowing comments regarding your NewSouth Window experience and our "customer care". This is why we go to work every day for the last 30 years.
Thank you for being my customer !!!! Earl R. President and Co-Founder.
Extremely professional and friendly company. Sales person explained thoroughly and installation techs were detailed and careful. Additionally, I had a special financing situation and the president of the company was very understanding. They felt like family throughout the entire process.
Thank you so very much for this glowing review and your kind and detailed comments. It is the goal of NewSouth Window, every day to be able to work for someone such as yourself. Welcome to the NewSouth Window Family. Earl R, President and Co-Founder