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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I want to sing the praises of NewSouth Window Solutions of Orlando. I give them a 5 (highest rating) for their promptness, workmanship, professionalism, clean up, and factory representative. After the second day of installation, I had turn up the temperature on my a/c as my home was so much cooler. A pleasure to do business with.
I will give new sauth window 5 out of 5. They are great, excellent quality and costumer service. Recommend to family and friend.
New South Window Solutions has been a delight to work with from start to finish. Everyone that I have dealt with was punctual, helpful and informative. Every promise made was met there were never any unpleasant surprises. I was a bit surprised when my installer arrived alone, I thought the install was going to be longer than promised. This guy worked like 5 men. He managed everything by himself. He explained everything to me and made sure all the windows were adjusted perfectly. He explained the timetable for the inspection the follow up for the follow up team etc...When the job was finished the clean up was complete. I couldn't be happier with the quality and service provided by New South. You can expect the best in quality and experience.
We recently had all new hurricane windows installed in our home. We love them very much! Easy to operate, easy to clean and very quiet! The only problem we have is that the 6ft sliding glass door ONLY has a 24" opening when opened. Very difficult to bring any pieces of furniture in the house. The windows are built very well, and that explains why it takes a few months to have them "custom made". The installers who came out were FANTASTIC!! Veejay and Teddy were VERY GOOD at their tasks! Clean up of the areas when they were finished was also fantastic! Though the windows are expensive, we are pretty sure these will be the last windows we will see installed in our home! WHEN a hurricane comes here to Florida we will see just how they hold up! But we are pretty sure as well they will stand up to anything!
Hi Tim,
The two fellas that came today to replace our window are excellent employees!
Marcos and the team at your Orlando office that set everything up were perfect also.
All very professional, knowledgeable and polite. That's what we want as employers representing us with our customers.
Thank you...Mike F
Thank you! We deeply appreciate you as a customer. It's been a pleasure! Enjoy your windows and lifetime warranty!
Guess I am the oddball with all the positive reviews posted here. I would NOT recommend purchasing windows or doors from New South. My experience with them has been one disappointment after another from the people I have dealt with to the actual windows themselves. I am embarrassed to say I spent $50,000 on 22 windows and 2 doors and did not heed the warning signs from negative postings online. My decision to work with them was based on a recommendation of a friend and what appeared to be solid backing by trusted groups. The purchase was a huge mistake and I will be paying for it over the next several years. My dealings with New South quickly spiraled out of control to the point where looking at the windows now makes me sick to my stomach.
Poor customer service: Mr. N, their Affiliate President for New South Orlando, yelling and insulting me on the phone, then hanging up on me. New South left me in the dark about my window installation even though they knew there was going to be a 3-4 week delay for delivery. Absolutely no communication from the salesman, office staff, or their factory. Our sales person advised the windows would need to be registered with the local fire department since they were impact. Well, this is not a true statement. The county inspector (from the fire department) looked at me like I was from another planet when I asked about this. He said that was a ridiculous statement.
Average quality product: I really am not seeing anything special about these windows in comparison to other name brand windows on the market. Because I made such a stink about the delay, it is my firm belief the windows were rushed and quality control was thrown out the window. Their "custom, made to fit" product was not precisely measured by laser, but rather by assuming some of the windows were the same size due to their difficult location in the house.
Exaggerated performance: Our sales guy made a lot of nice statements about how New South windows are better than all the others. The energy savings we have is not a great as presented; noise reduction is not as presented; the rooms in our house that were hot due to heavy sun exposure, are still hot. Basically, these totally awesome windows, with all the special patented technology, are performing no better than what I could have obtained through other name brand windows at half the cost.
Extremely overpriced: I paid more than double for "factory direct" windows; taking out the middle man to work directly with the manufacturer. I am not sure where my head was, but I must have been in the clouds. I drank their kool-aid and I was stupid for doing it.
Poor communication: This goes along with the lack of customer service. The sale was made and the sales guy moved on - no follow up or follow through. It was only when I came to him with problems did he jump in. Again, there was absolutely nothing from New South about a 3-4 week delay in delivery. Mr. N felt that was OK because in manufacturing "things happen and I was ignorant about these kinds of things." Delays are a fact of life, but I sure as hell deserved at least a phone call to let me know what was going on. I guess being a $50,000 client isn't special enough. I was also not advised the front door I purchased was through a third party provider, not New South. That was a little cheeky.
No adherence to timelines or schedules: Every timeline or scheduled appointment was blown. First, the visit by the factory guy to re-measure all the windows was completely missed. The guy just never showed up. The second is the obvious schedule for the delivery of the windows. My favorite excuse was when the president of the company said part of the delay was due to Hurricane Irma's impact on their operation. I signed the contract 2 months after the storm! Third was the actual install which I was told would be 4-5 days. It turned out to be 6 days because their "best crew" was just 1 guy and his wife. Finally, New South was supposed to contact me within 48 hours of completion to schedule the final county inspection. Almost 2 weeks later, I finally got a call to get this set up. The evening before the inspection, New South calls me saying the appointment is cancelled because they failed to have current insurance on file with the county! I lost 4 days of work time and had to re-work my schedule to fit around New South. I got tired of hearing people say "sorry" because it just didn't mean anything.
This is my abridged version of what occurred. I have supporting evidence for everything written here as I am sure New South will have a witty response for this review. I know Mr. N has a few choice words for me. I did speak with the president of New South and he is a nice guy and believes in his company. That does not change the fact his company really screwed me even though I made, what he called, a "large purchase." This was a journey through a minefield.
Dear Mr. B,
No witty response from NewSouth, we simply would like to extend to you our most sincere apologies regarding the complications with your project. We want to ensure you that our team, both local and corporate, have been made aware of your project and our shortcomings; and it will be used as a learning experience, helping us to improve throughout our sales and installation process. We have a high standard for our service and communication with customers, and your project should not have been an exception. Earlier this year our three separate factories were combined into one large facility; the move, along with the increase in orders after Irma, made our delays even greater. These are not excuses for our unacceptable performance, but rather factors, that in addition to our mistakes, created the perfect storm - not a NewSouth shining moment.
In regards to quality, we're honestly surprised to hear that you disagree with the vast majority of our customers and did not find the quality of our products to be superior. Additionally, we've received a lot of positive feedback about customers' interactions with Tim and are sorry to hear that your experience was not the same.
Lastly, it is our understanding that many local fire departments appreciate being notified of homes installed with impact windows, as they can affect a firefighters efforts to do their job. Susan Tamme, a district chief with Tampa Fire Rescue, authored an informative article (https://www.fireengineering.com/articles/2013/09/the-effect-of-impact-resistant-windows.html) that explains just how impact windows can affect a firefighter's process for entering or exiting a building. While there is no official registration protocol, we at NewSouth are committed to our customer's safety and feel that it's in each customer's best interest to have their local fire department notified in case of emergency. But ultimately, it's the local fire department's discretion to utilize this information according to their protocol.
Again, we do apologize and hope you see our efforts in trying to make good with you and redeem ourselves. We will strive to do better in any future interactions, so please do not hesitate to contact us should any issues arise later down the road, as we stand by our lifetime warranty promise.
It is unfortunate this response tries to downplay the New South shortcomings with regards to my experience. I should note, the response does not even try to dispute any of the facts I have presented. The attempt to deflect my negative experience by saying "most people" have a positive experience does nothing to change the fact New South got it wrong...very wrong. I am also not sure what constitutes "most people." Is it 51% of their customers? It is also interesting to note the explanation of what occurred is contrary to what Mr. R, the company owner, told me while attempting to address my issues/concerns. Most consumers might be willing to accept mediocrity, but that is not what I paid for nor expected. When an executive level individual is yelling at a paying customer, acting like a child by becoming completely unglued over a problem, how do you convince me this company can act professionally. This should be a warning to all future customers. I was aware of negative feedback from other customers and thought "that won't happen to me." If you are thinking it can't happen to you...it can and will.
I will speak directly to one point in the rebuttal. You send a web site (subscription needed) with an article that was originally written in 1992, from what I can tell, and reprinted in 2013. Really??!! A lot has changed in the 20 years since this article was written. The Melbourne FD approaches every home as if they have impact windows, which makes sense because impact windows have become widespread. This may not be the case in Tampa, but I don't live there. My sales person explicitly told me New South registers the windows with the local FD. According to your own words, this was a LIE. What else were lies? Along with all the other performance exaggerations and omissions, I hope future potential customers will question everything about New South, their sales pitch, and their promises. My best advice to consumers is use another supplier - I know they all have bad reviews, but you will not spend $50K and be used as a "learning experience" for this company. At least a dozen people have asked me about my window experience from my neighborhood, and I have happily told them and will tell any window consumer to stay away from New South.
Incompetent company. From factory to delivery to quality control and installation, New South Windows bungled my order every step of the way.
My New South Windows experience:
--December 2018, I ordered nine windows, costing $9,662, from a New South Windows Solutions. I put down a $3,000 cash deposit.
--March 22, 2018, New South installers showed up to install the nine windows. Shortly after the installers arrived, I noticed that six of the nine windows did not have the "grids" I had ordered, and one or two (I can't recall which) were not the 60-40 split I wanted. But they installed them anyway, promising to come back and swap out the wrong windows in about three weeks.
--May 2, two installers arrived to replace the non-grid windows with grid windows and put in the 60-40 window(s). While they were here I mentioned to them that three windows didn't seem to close properly (the windows would spring up when I tried to close and lock them), another had a broken piece of plastic and yet another had spots all over it. They told me that the three windows that didn't close properly hadn't been properly calibrated in the factory, the window with the broken piece would have to be replaced and the spots on the other window were due to "low E," or the breakdown of argon gas between the double panes, and it, too, would need to be replaced. They were able to swap out the window with broken plastic with an extra window they had but they would have to come back to fix the calibration issues and replace the "low E" window. New South management made no attempt to contact me and apologize for the problems.
--June 12, two installers arrived to correct the calibration issues on the three windows, replace the one "low E" window and change out a 50-50 window with a 60-40 window. While here we discovered that two more windows had "low E." That means 3 of 9 windows have already failed. When they were done with the job, nearly 3 hours later, I checked their work and found that the 60-40 window they had installed was difficult to raise and lower; it got stuck about half-way down while closing it. They resolved the issue, but only because I had pointed it out.
--June 16, I sent New South's CEO and President a letter expressing my frustrations with their company and outlined the quality control problems. Neither responded, but I received a call from Tim N, Affiliate President, NewSouth Windows of Orlando, who offered excuses, an apology and a 10 pct refund. I declined his offer as too low considering the issues I had with his windows and staff, plus the time I had lost dealing with installation and repairs.
--July 10, an installer shows up to replace two windows with "low E" but he realizes that one of windows is the wrong size! Once again, no one checked to ensure the correct windows were put on the truck before delivering them. So I now await a sixth installation visit from NSW.
--July 11, NSW project coordinator calls and offers a weak apology; Tim N emails me asking me to call him. Seriously? You can't make the effort to call me, a customer who your company has put through hell? I didn't call him.
50% refund. Considering the amount of time I have lost babysitting New South Windows installers, I think 50% is the least they could do to make amends. During this entire ordeal NSW never initiated any customer service. They only responded to my complaints, but half-heartedly at best.
I have spoken to Mr. on several occasions and appreciate his feedback. It is disheartening to me to let anyone down, or know they experienced anything less than what they deserve. We strive to manufacture, install and provide an excellent product, installation, and customer service. I don't offer excuses and will diligently work on providing coaching, training, and making any possible improvements we can. He is a customer of ours and deserves that! I have spoken again to Mr. and hope he accepts our resolution.
If we have one or a thousand customers, there is a high standard we hold ourselves to and will ensure we strive towards this. Thank you.
(The consumer indicated he/she ACCEPTED the response from the business.)
The windows and doors look wonderful. I had some complaints and it took two months for them to fix. Today, they came out and fixed everything I complained about. I am happy to give them a five star rating as I really love the way every window and door looks and works.
Ms. M, I thank you for your kind words and especially your glowing review. NewSouth window is NewSouth Proud of the fact that you are our customer.
Earl R, President.
This was our first experience with window replacement and what a great experience we had with New South Windows-from initial sale, to customer service, to installation. We had over 18 non standard sized windows installed as well as 2 doors. Good/frequent communication, timely with product delivery and the installers Chris & Brett were extremely hard working, conscientious with detail and kept the area clean during and after install.
I plan to use New South again for replacing windows in the rest of the house and even for our rental property.
I'm very happy with the windows from New South Windows. The sales person was knowledgeable and professional. There was a question concerning installation, but the company was responsive in addressing the issue. New South Windows wasn't the lowest bidder, but their reputation was the mitigating factor in my decision. I expect a long lasting product, but more importantly, I expect a responsive company backing their product should an issue arise. I will have more work for New South Windows in the future.
We did have some initial issues, miscommunication, but Tim was very helpful and got our project exactly how we wanted it. The week after our windows got put in Hurricane Irma blew through as a category 3 and the windows and doors passed with flying colors! We had a minor issue and they immediately sent someone out to fix it. We would recommend them.
Installer had good knowledge of product, Very clean and efficient in all respects of job. Product is high quality. and really makes our home look like new . Office employees very helpful and polite.