ComplaintsforRenewal by Andersen of Alaska

• Initial Complaint

  05/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We ordered windows from Renewal by Andersen Alaska back in the beginning of 2023. They finally arrived and scheduled install for May 2023. We financed the purchase like many others have and the full amount was collected before everything was completed. It had been explained to us that only the first half for the deposit would be collected and the rest would be after the job was fully completed! It has now been over a year and the installation is still not correct!!! The customer service has been the worst I have ever had to deal with. No answers, just excuses!!! This will be the first and last time ever using this company. I would not recommend them to my worst enemies, let alone friends and neighbors.

  

  Business response

  05/24/2024

  In looking over your project we do see where your project was substantially completed in May of 2023. This would have prompted us to pull final payment with your funding. We are sorry to hear you are having ongoing issues with your products. It looks like our service team has been in contact to get these service needs addressed and show our service team has you scheduled for June 27th and 28th. This is all going to be covered under your warranty and will not cost anything you. We hope fulfilling this scope of work will resolve the ongoing issues you have been having. We are also here for any concerns and issues you have.

  Our service team will be in contact post completion of services as well to ensure the resolution was met.
  

  Thank you,
  

  *********************************

  Customer Care Manager

  **********************

  *************************** 1

  ************************************************

  O: **************

  www.renewalak.com

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Renewal by Andersen (RbA) was contracted to replace windows in our home in September 2023. The windows arrived from the manufacturer in November 2023 and we were scheduled for 4 days in November. They consistently showed up without a full crew, worked partial days, and did not come prepared with the proper tools. They kept having to come back for another day then another day then another day. It is now April 12 and the work is still not completed. We financed the project through Green **** We were told during the sales pitch that the full payment is not sent to RbA until the work is completed. They took the full payment in December because substantial progress was made. They have been out 3 more days since payment was received but once again working partial days and not finishing the work. Communication from the company is terrible. We are constantly having to call about scheduling and receiving updates on our project. Even then it takes them days to weeks to respond to our questions.

  

  Business response

  05/02/2024

  Dear ***** and ***************************,
  Thank you for taking the time to speak to me last week. I am glad we were able to reach a resolution with your project. As always if there is anything we can assist with in the future please do not hesitate to reach out and ask for myself directly.
  
  Thank you,
  *********************************
  Customer Care Manager
  **********************
  ********************************************
  1899 ********************************************
  O: **************
  www.renewalak.com

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Renewal by ******** replaced 3 windows in our house. They broke the drywall in all rooms rooms and broke our backyard fence when installing the last window. They could have walked through the house or asked us to open the fence but they chose to force it open and broke it. **** never sent us a final bill and and know claiming that we owe them the remainder plus interest charged They sent us a word document produced final bill that has no proof of being sent through the mail and could have been produced at any time. They also told us on a phone call that was supposedly recorded that they would take ***** off for the issues above. They sent someone out to investigate the issues and he told us the windows were installed incorrectly and the workers did a "horrible job". The inspector sent his report to the company and we didn't hear back for over a year, no bill was send and no answers to pur calls or emails. We also never received a bill through the financing company we are using theougj Remewal by *********. Know they want us to pay interest and sent the bill to a collections agency.

  

  Business response

  04/02/2024

  Dear ***************************,  
  Thank you for taking the time to speak to me last week.  Im glad we were able to come to a resolution and clear your account.  Your final payment was applied, and all necessary parties notified that your account is cleared and paid in full.   
  
  Thank you, 
  ******************************;
  Customer Care Manager 
  **********************  
  ***************************** *********  
  1899 ************************ ********* 
  O: ************** 
  www.renewalak.com 
  

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had windows/doors installed. were told we have a 20-year warranty. Hinges are rusting after being told they won't. Weather stripping on back door is failing. Bathroom porch door still has ice building up on the inside of the door in lower corner like the old door did. The lower hinge on door is also building ice on it. we were promised this would not happen since they will professionally fix the issue. Caulking on windows are failing. We were told at least ***** MONTH ago these items are still on order or can't get anyone scheduled to take care of the warranty work. I'm to the point that I'm about to get a lawyer for false advertising or failing to abide by contracted agreement for products. This customer service is far under satisfactory. Every time I talk to someone, they say they will resolve this for me and call me back same day or the next but never do. I always have to call them back. This has been going on for far too long. All we are asking is for them to warranty the work like what was agreed upon.

  

  Business response

  02/06/2024

  Dear *****,

  I just wanted to take a moment and thank you for being a Renewal by Andersen customer. We here at RBA of ******************** believe that all feedback good or bad is a gift. Our service coordinator will be contacting you by 02/09 to schedule an appointment for our Service Manager to address the concerns with your door.

  Thank you,

  *********************************

  Customer Care Manager

  **********************

  *************************************************

  *************************************************

  O: **************

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Robocalls daily since inquiring about window prices 6 months ago despite multiple requests to be removed from their call list. Called from multiple phone numbers, local and national.

  

  Business response

  12/01/2023

  Hi *******,

  Firstly, let me apologize that our *********** has been over-eager in their attempts to get in touch with you. Our goal is always to add value to our homeowners, never to cause headache. I have removed calling rights from your file in our system, with explicit instructions that you are not to be contacted unless you initiate. As you can see from the attached screenshot, this removes your phone number from our system so we are unable to call, even by mistake.

  Thank you very much for bringing this to our attention and giving us the opportunity to make this right. I hope you have a lovely holiday season.

  Best Regards,

  ***********************************

  Associate Director of Marketing, Renewal by Andersen of Alaska

  Customer response

  12/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sheisty business practices!!! Lying about and misleading documentation. Having you sign documentation under false pretenses, STARTING PROJECTS ON FALSE PRETENSES AND LIES. Lack of communication. Complete disregard for ones personal property, and lack of customer service skills. NOTHING can be done without the approval of the association. They lied to get the job anyway. When the project started, rot and mold were found. Addressed with my association, they told me no one from Renewal ******** had contacted them for approval for anything and yet I have email stating the opposite. Called them to get to the bottom of the issue and no one could give me a straight answer. Everyone went based on a PAST/PREVIOUS assumptions based on dealings with my previous Association from over 5+years prior. Not even CURRENT info even AFTER info was provided. No one could tell me who gave them any approvals when asked. I called supervisors, leads, and even the owner. No one has gotten back to me or has shown me any construction permits either on this project. So not only did they not have the permit they didnt have the permission from my Association. Falsely continued the project w/out the approval. Flew back to *********, and felt disrespected at the condition of how my home was left. My condo ENGULFED in sand dust or some type of dust from the project. Kept shoes on my brand new carpet and disabled my security system for days at a time. Broke all of my blinds and left them in pieces on my floor. When I brought it up to a supervisor, they made it seem like it wasnt a big deal after I repeatedly told every person I spoke to that I no longer live in the state!! Disabling my security system hiders me from being able to access my front door remotely and I lose access to all of the cameras in my home. Also, I'm supposed to get contacted ***** hours in advance before showing up to my house. Especially because again, I DON'T LIVE THERE. Contacting me when you're on your way, is not acceptable.The complete disregard for my personal property in my own home and my time is atrocious !!! Spoke to project manager and told him that my association was going to need a written report from him, and it needed to be sent to my Association with proof. The project manager disregard what I said and told me that me telling my Association should suffice. I Continuously jumping through obstacles to get this individual to send my Association a report because he didnt think it was needed. They left an insulated board to cover the massive hole that was once my window. The new contractor even asked me why the h*** it was left like that and not leave the old windows back where they were instead. No one is taking any of my claimS seriously. You dont need to lie to gain business. Then hide behind your paperwork and superiors with no follow up. The sales person was in training and she misrepresented your company with the paperwork and guarantees I need a resolution. I work hard for everything i do, especially with the prices y'all advertise. And to be treated with such disregard and disrespect is disgusting. It makes me wonder if i wasn't a hispanic female, would I be as disregarded as you're treating me now? Because at this point, that's the only thing that can explain so many problems in multiple departments. Especially with the amount of money one spends with your company!!! NEVER AGAIN

  

  Business response

  11/07/2023

  Dear *************************,
  I just wanted to take a moment and thank you for being a Renewal by Andersen customer. We here at RBA of ******************** believe that all feedback good or bad is a gift. Our Care team will be in touch by COB 11/10 to get your concerns addressed. 
  
  Thank you,
  *********************************
  Customer Care Manager
  **********************
  ***************************** *********
  1899 **********************************
  O: **************
  www.renewalak.com
  

  Customer response

  01/01/2024

  There has been no resolution. A representative reached out to me from
  Renewal ******** promising a formal letter of apology from management
  and a 15% on the total of my loan. They were supposed to contact the
  folks they initiated the loan with. Also be in contact with me about the
  conclusive decision on how they were going to take care of the matter
  due to the financing issue. This was back in November. It is not
  01/01/2024 and I have yet to received an email, letter or anything
  formal from Renewal and my loan documents came in and the original
  amount is still on there!! This is how they show their sincerest
  apologies? This is how they show they care about their customers? When
  it comes time to own up, no show? Back to the same lack of communication.
  No follow through. And now making arrangements that have not been kept
  or followed through! Enough is enough!! And every time I call someone,
  yet again the buck is passed. They need to contact supervisors but wont
  provide me with the numbers so I can contact myself. This process has been a joke, their apology is just another lie and smack to the face with the lack of customers service. The blatant lack of regard. Top rated? That must be a joke. Shiesty!!!

  

  Business response

  01/10/2024

  We have mailed a refund check to ******************. Attached is a PDF copy of said refund check.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered new doors for my home and they were installed on 7/21/23. The door looked great but when the installers were wrapping up they informed me that the locks didnt work correctly and acted as though this was fine and normal for a $16,000 item to not work. It was far worse. When the doors were locked from the outside the become unlockable from the inside. One is essentially trapped in the house. The locks from the inside produced gaps that could be opened. The lock on one door failed entirely. I reached out the company several times over the course of the following month for them to correct the issue and while theyre always working on and will give me a date that afternoon, I never receive a second call to schedule a date or to tell me when my locks will be secure. At this point I have had to rehome my dog due to the doors not working properly and my home continues to not be secure. I have called them, texted them, and keep receiving assurance that theyve ordered the part. But from these other complaint I see this is a common issue. Faulty product and limited communication.

  Customer response

  08/23/2023

  I believe the ********* address may be the one youre looking for.

  

  Business response

  09/01/2023

  Dear ***********************,

  I just wanted to take a moment and thank you for being a Renewal by Andersen customer. We have received your door service parts and will be flying them down to ****** with an Installation Manager on Tuesday 09/05 and completing your door service work Tuesday 09/05 as well.
  
  Thank you,
  *********************************
  Customer Care Manager
  **********************
  ***************************** *********
  1899 **********************************
  O: **************
  www.renewalak.com

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It's been two years since installation, and my windows are still not right. They first ordered the windows and promised a 6-month installation time. It took over six months for them to even receive the windows, then about four months later for them to finally install them after multiple cancelations where I was at home waiting for the installation team, and they were a no-show. Windows finally get installed and January 2022. A month later, I saw ripples in about of the windows they installed, and I filed a warranty claim. It took months for me to finally get them out to look at the windows and order new ones. Finally, in December 2022, they came out and tried to install the nine replacement windows. They were able to replace 7 of them; one of the two they could not replace was installed wrong, and the installers couldn't get the windows out of the frame and told me they would need to order the entire window with frame again to replace it. The second window they didn't replace came with ripples in it again. They told me they would get these replacement windows on order and schedule the installation when they came in. Now it's August 2023, and after multiple attempts to get answers about where my replacement windows are, I finally got them to set an appt for me at my house from 1200-1300; yesterday at **** they called and said the manager is not showing up and want to route I'm issue up the chain. After months of me calling them weekly and getting told they would be looking into it and getting back to me, they only never called me back. I'm very disappointed with this company and would not advise anyone to purchase windows through them.

  

  Business response

  08/23/2023

  Dear ***********************,

  
  I just wanted to take a moment and thank you for being a Renewal by Andersen customer. We are sending a Regional Production Manager to your home today 08/23 after 4pm, per your request. He will get photos and any warranty issue product reordered ASAP. The ************* team will also be following up later this week with estimated arrival times for any product warranty issue.
  
  Thank you,
  *********************************
  ************* Manager
  **********************
  ***************************** *********
  1899 **********************************
  O: **************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Weekly, sometimes twice a week mailings. I never solicited them for a quote or even information. I want it to stop.

  

  Business response

  07/21/2023

  Hi *****,

  Thank you for reaching out. Our goal is always to inform and help our community, not to bother. As you have already provided your address with this complaint, I have added you to our Do Not Solicit list. Please note that you may receive one or 2 more mailings from batches that are already within the **** system. If you receive any further mailings after 30 days from receipt of this message, please reach out to me directly so I can resolve the issue for you.

  Again, thank you very much for reaching out, and have a wonderful weekend.

  Best ************************************************************ Marketing Manager, Renewal by Andersen of Alaska

  ************ | ******************************

  Customer response

  10/27/2023

  2nd complaint. Multiple mail fliers a week. I want them to stop. No further contact by the business

  

  Business response

  10/30/2023

  Hello *****,

  Firstly, let me say that I am sorry that you have received more mail from **. That should not have happened. Thank you for reaching out to let me know that it has. I have reached out to our local print mailer to determine how this happened, as you were added to our Do Not Solicit list back in July after your initial message. If you don't mind, please send a picture of any mailers you have received (if you still have them) so we can more quickly identify where the break is in our system and get it rectified.

  Again, thank you very much for making me aware of this issue, and I apologize for any interruption it has caused in your day.

  Best Regards,

  ***********************************

  Marketing Manager, Renewal by Andersen of Alaska

  Ph: ************

• Initial Complaint

  06/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On August 26th 2022, I ordered 4 windows from Renewal by Andersen of Alaska **** ********. *********, ** ******************************* January 2023 at my former home, **********************************************************. The job was not completed as one of the windows was damaged and could not be installed. A new window was supposedly ordered but it is now June 2023 and I cannot get a straight answer from the company as to an install date. Nobody knows if a replacement was ordered or when it will arrive or when it will be installed. I need the job finished. Please help as I do not know where else to turn for help.

  

  Business response

  06/21/2023

  Dear *******************************,

  I just wanted to take a moment and thank you for being a Renewal by Andersen customer. We have reordered your sash; it is currently in production and estimated to ship from the factory 07/11. We should receive it at ************* warehouse in the first week in *********************** will notify you with any updates regarding your sash and give you a call to schedule as soon as the product has been received.
  
  Thank you,

  *********************************

  Customer Care ************************************************************ ***********************
  O: **************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩