Complaint Review: New South Window Solutions

I had my windows installed in 3 years ago. They advertise a lifetime warranty that covers both the product and the installation. In November 2020 I discovered that 2 windows were leaking into the wall. The leaks originated at the sill of the window where the fastioners penetrated the window into the wall.  When New South representatives inspected the area damage he claimed the windows where not the cause. This required that I hire a "mystery" leak detection company to determine the source of the leak. 

This professional identified that the leak was due to improper installation of the window. Due to moisture penetration, mold formed within the walls and required complete mold remediation. During this process my emails and phone calls to NS representatives requesting repair and compensation went unanswered. NS sent representatives on several occasions to caulk the windows at the fasteners within the sill.

During those visits I also verbally told the crews I was expecting compensation for my costs of the property damage. There was never any follow up from NS. It required a letter from my attorney requesting a warranty claim to initiate NS to contact me. NS stance is that it's my fault for not "contacting" them to do the wall and remediation work, although I have email and phone records showing otherwise. They are refusing to reimburse me for the total costs for the associated damages caused from the leaks. The remediation and property repairs exceeded $10,000.

The representative has never apologized and shows no willingness to fairly compensate me for the repair costs. They refuse to take responsibility and even after I reduced my request to $8,200 they still refuse to compensate me for the damages. The public needs to be aware that although this company uses "Lifetime Warranty" to sell consumers on their products, it's totally worthless and the consumer has no recourse.