DO NOT EXPECT CUSTOMER SERVICE AFTER THEY GET YOUR MONEY…read more
I am absolutely furious and extremely disappointed with New South Window Solutions.
We hired this company to install sliders and a door in our home. What should have been a professional installation has turned into an ongoing nightmare of unresolved problems, damaged property, unsuccessful repair attempts, and unacceptable customer service.
The doors have problems that still have not been properly fixed. One of our biggest concerns is that we were told it is normal for water to get in between the doors and on the inside track. We were then told that water would only get in during heavy rain. That is extremely concerning to us, especially because we live in Southwest Florida, where hurricanes and tropical storms can bring significant amounts of heavy rain. Being told that water intrusion is normal during the very weather conditions we regularly experience is not an acceptable solution or explanation for newly installed doors.
Instead of receiving a clear explanation and an actual solution to the problem, we were essentially told to accept it as normal. Meanwhile, the door problems remain unresolved, including our concerns about water getting into the area between the doors and inside track.
The most infuriating part is the project manager's complete lack of communication. Calls and messages have gone unanswered. We should not have to repeatedly call and chase down the person responsible for our project just to get a response. If you are going to take someone's money and manage their installation, you should have the professionalism and courtesy to communicate when there are problems.
And then there is the damage to our dresser.
During the installation, our dresser was damaged/ruined. New South did send one of their installers out to try to fix it. Unfortunately, the attempted repair only made the dresser worse.
After that, they sent another person out with furniture repair markers. The problem was that he apparently didn't even know what had happened to the dresser or what the actual problem was. Sending someone out with furniture markers without apparently understanding the damage is not an acceptable solution.
So now we have a dresser that was damaged during the installation, an attempted repair that made it worse, and another attempted repair that did not address the actual problem.
Mistakes and accidents can happen. What matters is how a company responds afterward. In our experience, the response has been extremely disappointing. Instead of properly addressing the problems and taking responsibility, we've had unsuccessful repair attempts, poor communication, and unanswered calls and messages.
This isn't just about one mistake. It's about the lack of accountability, lack of communication, and failure to properly resolve the problems.
We paid for a professional home improvement project and expected professional workmanship and customer service. Instead, we're left dealing with door issues, water concerns, damaged property, unsuccessful repair attempts, and a project manager who will not return our calls or messages.
New South Window Solutions needs to understand that once you take someone's money, your responsibility doesn't end when the installers leave. You need to stand behind your work and take responsibility when something goes wrong.
Our experience has been extremely frustrating, and we are very disappointed with how this entire situation has been handled.
Think very carefully before hiring this company. Document everything, get everything in writing, and make sure you understand exactly how problems and property damage will be handled before you sign.
