ComplaintsforRenewal by Andersen of Alaska

• 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: **************

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered 6 windows in 12/15/21 for over $19,000. With an attempted installation of May *****, 2022. When the lead installer unpacked our windows 4 out of 6 had manufactured defects and were rejected. 2 windows were installed (#*** & #***) but were installed improperly. ******** chalked around the windows with a clear chalk instead of the matching color of dark brown. Also, advised #*** was producing moisture thus causing ice to form on the inside. They had to be called numerous times prior to someone coming out to check and correct.Then, a few weeks later while washing window #*** my husband noticed you could see daylight at the corner of the window. Once again, ******** was called to advise. They finally came out to repair the chalking of the first 2 windows, while here they confirmed the defect of window #*** but forgot to check #*** for leaks.Once again, numerous calls were made to inquire when the remaing 4 windows would be installed. Finally, 10/24-25/22 the remaining 4 windows were to be installed but once again rescheduled to 12/1/22. They did install and adjusted window #*** to stop leak. But, they forgot to install screen on window #***. It was reported to their installer immediately. His response was they would bring it down the next time they were in our city.As of today's date, March 24, 2023, we have no screen or #*** window has not been repaired. I've made 3 phone calls to 2 separate customer service representatives; along with 2 emails, with pictures attached of #*** producing moisture and ice but still no response from the proper department.HELP!

  

  Business response

  03/31/2023

  Dear *******,
  
  I just wanted to take a moment and thank you for being a Renewal by Andersen customer. We have placed a new order for your missing screen and will be in touch as soon as that is received to get that put in for you. Thank you for taking the time to meet with our Install Manager ****** this week. The inspection of the window showed all components to be in good shape. The cause of moisture is due to condensation. Window condensation is very common here in Alaska and is completely natural. I have emailed you some more information about window condensation and am happy to answer any questions you have as this is something we talk to customers about frequently. Condensation has nothing to do with a fault in the window rather is just a natural occurrence. We suggest buying a small dehumidifier to help solve this problem.
  
  Thank you,
  
  *********************************

  Customer Care Manager
  **********************

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

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

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered windows and sliding doors for our home 11/2021. No word until 05/2022. The install team who came to ****** to install did a horrendous job. I watched them drop and break part of a frame of a window and they told me it was fine and installed it. They also used interior caulk outside and it all melted down our home in the rain.I filed a complaint at that time and a 2nd crew was sent out 06-07/2022 to reinstall some of the windows, retrim ALL of the exteriors and trim interiors. The company also told me they ordered another window for the dropped one. I followed up monthly through January and no word. We are still missing screens for sliding doors, trim at sliding door threshold was to be fixed when they returned and the dropped window was never replaced nor finished by Renewal. The only notice I received was that my $80k financing bill needed to start being paid.The 2nd crew did a good job but left things unfinished. We had to pay to have someone trim the interior of the dropped window as we are leaving the island. We also had to finish the trim upstairs on an additional window that was left incomplete.Renewal by Andersen scammed so many of us on Kodiak island. High pressure sales, exorbitant pricing and subpar installers. I would recommend anyone I know stay far away from Renewal and pay anyone else to install windows. I know Renewal isnt a local company but they definitely took advantage of so many of us here.This window nightmare will follow me for years due to the extremely overpriced product and us having to pay other contractors to finish Renewals work.These windows are supposed to have a very long warranty and when we sell our home, I have no idea who anyone can contact as the company doesnt respond to any contact from their site.Im not sure how they have an A+ rating as I havent heard anyone here who is happy with their purchase.

  

  Business response

  03/21/2023

  Dear *********************,
  First, I just want to thank you for all your emailed feedback regarding your job.  We are committed to correcting the issues that have been brought to our attention and look forward to the opportunity to make things right for you. We have a crew going out to Kodiak the 1st week of April and can address any imperfections with the installation at this time.  I am awaiting a response from my last email sent to you on 03/17 to solidify a date and time for my field team to be able to do an inspection and help us make a game plan to move forward.  Myself and my team are committed to improving our service in the more remote areas of Alaska.
  
  Thank you,

  
  *********************************
  Customer Care Manager

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

  Customer response

  03/24/2023

   
  Complaint: 19582821
  
  I am rejecting this response because:

  I am still working w/*** to get details in place to get the project remedied. It still is far too expensive for the quality of workmanship but the high pressure sales/contract leave no room for that issue. Appreciate *** ******** working w/me at this point. Im disappointed in entire project/product and that BBB was the only way I was able to finally be contacted to finish.

  
  Sincerely,
  
  *********************

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased seven windows and two doors from renewal by Andersen. Period they install all but one window. They installed all but one window of which I have contacted them numerous times and they said they would come out and install it and never did. I hope paid over $32,000 for the window under a high-pressure contract. I paid over $32,000 under a high-pressure contract and I have not had the contract completed.

  

  Business response

  03/13/2023

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

  
  I just wanted to take a moment and thank you for being a Renewal by Andersen customer.  We are excited to get your window installation completed this week Tuesday 03/14.
  
  Thank you,
  *********************************

  
  Customer Care Manager
  **********************
  4134 ************ *********
  1899 **********************************
  O: **************

  Customer response

  03/14/2023

   
  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

  02/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  July 11 I went into contract with RBA, the agreed term was for windows to be installed by November 2022. I have only received one email and one text with no new date to be finished however just apologies. They have charged $14,319.00 in my name to Green sky program loans, with the agreement of zero payment for one year. I have been contacted by green sky and they are expecting payment by tomorrow or my credit will be damaged. No one is answering their phones or emails. I have no product, and no contact with anyone.I want to completely cancel this agreement and I will be paying them zero dollars, without word from the company and without product / services being completed.

  

  Business response

  02/27/2023

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

  
  I just wanted to take a moment and thank you for being a Renewal by Andersen customer. We understand how frustrating product and project delays can be. At this time we have confirmed all of your product has been shipped and we are awaiting arrival to be able to schedule your project. The initial approval window for your GreenSky financing is good for 6 months, and we are currently working with GreenSky to get approval for the loan rebook request and will be in touch once we have more information from GreenSky for you.
  
  Thank you,

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

  
  Customer Care Manager
  **********************

  
  ***************************** ********* ***************** ***********************
  O: **************
  www.renewalak.com

  
  

  Customer response

  03/02/2023

   
  
  

  Complaint: 19444520
  
  I am rejecting this response because:I want written proof showing my actual product coming to alaska. I also would like proof of having available workers and materials to get the job done. If that is not available I would respectfully decline all services as you have made no attempt as a business to make this matter correct without me sending you to the BBB. That is absolutely terrible business. 
  
  Sincerely,
  
  *******************

  

  Business response

  03/21/2023

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

  I have emailed you over a copy of your order and shipping documents as requested. We have 4 install crews running full time in ****** currently. We have made several attempts to reach you via phone and text, please give our office a call when you are available ************ so we can help with any other concerns you may have.
  
  Thank you,

  *********************************
  Customer Care Manager

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

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

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I order windows from Renewal by Andersen in ********* Alaska in June 2022. We still have no new windows. First the salesman messed up the billing. The salesman supposedly entered the wrong numbers in the computer. We think after weeks of calling with no response from the company and finally getting a hold of the salesman we hope the error was corrected. Secondly my husband called several times to get an install date to no avail. He finally was able to get a hold of the the install manager and my husband was told he would get a call back. He did. We were told the windows were in the warehouse. An install date was set up for the week of October 23, 2022. Windows were never installed. We received a call and they said the windows were never in the warehouse. We were told the install manager was wrong. We have been ignored and lied to repeatedly. All we want are the windows. This is just the highlights of working with this very unprofessional company. It has been one blunder after another. Please dont hesitate to contact me if needed.

  

  Business response

  11/28/2022

  Dear Mr.& *************,
  Thank you for bringing this to our attention. We apologize for the inconvenience and frustrations you have experienced since working with us. We understand our lack in communication initiated these frustrations and not having your new windows installed yet has continued to add to them. I know the shipping delay was more unfortunate news, but we have your windows now. They were checked into the warehouse. I also have confirmed you are on the schedule for 12/5 12/8/2022. If there is anything I can do to help relieve your stress in the meantime, please reach out.
  
  Thank you,
  *********************

  
  Customer Experience Coordinator
  **********************
  4134 ************ *********
  1899 **********************************
  O: **************

  Customer response

  11/28/2022

   
  Complaint: 18449986
  
  I am rejecting this response because: I did receive a call today and scheduled an install for next week but since this has happened before and we found out at the last minute the windows will not be installed. I will not accept their response until the windows are installed. Then and only then I will be more than happy to close out the complaint  
  

  
  
  Sincerely,
  
  **********

• Initial Complaint

  11/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a replacement patio door on March 23, 2022 from Renewal by Andersen of Alaska. I paid a down payment of $8,302. I was told that the installation would take place in August 2022 and I would be informed of the status of my order as it moved along the process. A customer service representative called in April to inform me that door had been ordered. That was the last call I received from them. I called several times to find out what was happening with my order and never given a satisfactory answer. They dont seem to know what is going on with my door. I am wondering if they ever intend to install the patio door. I would like a full refund or an installation in the next few weeks. I am not happy with this company and the way I have been treated.

  

  Business response

  11/28/2022

  Dear *****************,
  Thank you for bringing this to our attention. We apologize for the inconvenience and frustrations you have experienced since working with us. We understand our lack in communication initiated these frustrations and not having your new door installed yet has continued to add to them. I know the shipping delay was more unfortunate news, but we have you confirmed on the schedule for 12/5/2022. If there is anything I can do to help relieve your stress in the meantime, please reach out.
  
  Thank you,
  *********************

  
  Customer Experience Coordinator
  **********************
  4134 ************ *********
  1899 **********************************
  O: **************

  Customer response

  11/28/2022

   
  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.  The response is satisfactory if they actually do the install on December 5, 2022.  This remains to be seen.  I have warned them repeatedly how difficult it may be to get the door to my house if there is a lot of snow.  We will see what the weather does.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/26/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My wife and I ordered a replacement window for our home on May 5 2022 thru renewal by Andersen, paid half down at that time ($2,365.00). The contract agreement stated 18 to 20 weeks estimated delivery of product. We never heard anything about the window until two weeks ago when I reached out to the company. I was told our customer representative had quit a while back and the new representative would be in touch the next day. Two weeks has passed since then and nobody called. I called there office this morning and asked to cancel my order. The person I spoke with said if I was to cancel now they would charge my wife and I 80% of the down payment. We are both senior citizens, and live on a fixed income, we cannot afford that much we asked for a full refund back because they are the ones that breached the contract. Winter is coming and we need this window installation as soon as possible and we are willing pay the remaining balance but we are not happy with this company and the way they have treated us.

  

  Business response

  10/05/2022

  First off, we apologize for the product delay that has hindered our ability to communicate an official installation date. When you contacted our office on 9/26, we began a process with our manufacturer to specifically trace & track your product and at this time we have received your product and are ready to schedule installation. Our goal is to get you scheduled for 10/10 or 10/13. Our office will be contacting you directly to schedule the completion of this install.
  
  Thank you,
  ***********************************

  Customer response

  10/06/2022

   
  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

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered full set of windows from them in October 2021 for $50k. They claimed supply chain issues and took an extra two months to install in mid Feb. 2022, leaving the house open to the elements for four days. Product came damaged from the factory/shipping/installation. The most severely damaged window was installed but replacement ordered and install took place in March 2022. Service person did an inspection of all windows and found them all to have defective seals, one had a deep gash in the glass from installer mishandling, and a third was installed incorrectly and would require removal to remedy. Work order was placed at that time and nothing was done. I contacted them in July to file a complaint that the seals were defective, which got the same service person out to fix, but he did not have the parts, noted and was surprised that none of the other work had been done. He called the office and noted the other damaged glass was lost in the warehouse and had been there for many months, that the crew would need to come re-install the improperly placed window, and parts need order to replace all seals. I again contacted service in August '22 and spoke with the manager who stated they would figure it out and call me in one day. It has been a month and no call or information. Original phone numbers are not active.

  

  Business response

  09/21/2022

  ***********,
  
  Our initial inspection in March revealed a defective sash for unit 102. A replacement sash has been ordered. On July 25th, we were also contacted by you stating there was a water infiltration issue. At the time of inspection, we found that the windows were being washed and we needed to inspect for water infiltration. It was determined that the weatherstrip for all units need to be replaced and the product had been reordered. The weatherstrips and sash have arrived and have been inspected. Our service coordinator will be reaching out to you today, 9/21 to schedule the completion of your service.
  
  Respectfully,
  ***********************************
  Customer Experience Coordinator
  **************

  Customer response

  09/21/2022

   
  Complaint: 18033753
  
  I am rejecting this response because: RBof Alaska has made multiple promises that action would be taken in a timely manner and not performed over the past six months.  The damages and faults were acknowledged by ***, the service tech back in March for the sash, the seals and the improperly installed unit was noted at time of initial installation, but not remedied due to weather, with assurances made it would be put right once snow was gone in April.  *** noted the faulty install back in March.  I will await full completion of this matter to my satisfaction prior to final acceptance.  I appreciate ******* taking the time to respond and will contact her personally to thank her and RB of Alaska at that point.

  
  Sincerely,
  
  *********************

  Customer response

  09/29/2022

  Assurances were made that all products required to effectuate the warrantee work were on hand and would be made available and the tech would arrive with them as promised on the scheduled date and time.  This did not happen, as there was insufficient sealing product available to the tech.  The replacement sash was not made available to the tech, and the specialized crew to replace brick mold were not on site or scheduled.  Representatives of Renewal By ********, Alaska once more promised more than they delivered.

  I contacted the corporate offices in ********* to alert them to the greater problems and have been in contact there for added aid in closing this matter.  *************, the contact there has been working with the local retailer to resolve the customer satisfaction shortfall.

  

  Business response

  10/10/2022

  Hello,
  
  We have been working in conjunction with RBA Homeowner Resolutions and *********************. In response to your message, this is an update to the status of this project. As of 9/30, all outstanding warranty work has been completed.
  
  Thank you,
  ***********************************
  Customer Experience Coordinator

  Customer response

  10/10/2022

   
  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

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased two windows from Andersen. My receipt is dated March 11, 2022 and I paid half up front, half to be paid on installation. The windows have been made and they claim they are in ******.Andersen has not installed the windows and will not provide an installation date. They do not return my phone calls. They claim they do not have enough installers. The construction season here is almost over. I don't want my home opened up in freezing weather.They want 80% percent to cancel the order. I think if they cannot install the windows I should get my money back. Resolution: Windows installed by the end of September or full refund for failure to live up to their end.

  

  Business response

  09/20/2022

  Hello *******,
  
  We dispatched a crew on Monday, 9/19 for the reason of inspecting your product to ensure we dont have any damages. Upon inspection,we have Thursday & Friday, 9/22 & 9/23 tentatively held for your installation of purchased products. Our Customer Experience Coordinator will have contacted you by end of day on Monday, 9/19 for the purpose of communicating the product inspection that we have completed on Monday and to coordinate project completion dates if you are available. We look forward to bringing your project to completion this week, and we are more than happy to coordinate a date with you before the end of September.
  
  If you have any questions or concerns, please feel free to reach out to us at **************.
  
  *************************
  Vice President of Operations

  Customer response

  09/21/2022

   
  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.

  The installation is scheduled for September 22 and 23. If Andersen follows through and windows are installed satisfactorily I will consider the matter closed. 

  
  Sincerely,
  
  ***************************

*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. ↩