ComplaintsforRenewal by Andersen of Alaska

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dates:7/21/2021: Our loan through the GreenSky Program is approved for $37,000. Shortly after we contact Renewal by ******** with the intent to contract them to replace a bunch of windows and two doors.Renewal by ******** begins making purchases though our loan program.Transaction #: GS14402 07/29/2021 07/29/2021 Greensky Direct Transaction - Home Improvement Ser ANCHORAGE ** $15,342.50. Transaction #: GS77607 11/16/2021 11/16/2021 Greensky Direct Transaction - Home Improvement Ser ANCHORAGE ** $12,274.00 Transaction #: GS18385 11/22/2021 11/22/2021 Greensky Direct Transaction - Home Improvement Ser ********* ** $3,068.50 The purchases and installation were made with the expectation that the products would perform to the specifications discussed for them, with material and manufacture quality limited by budget constraints.In the case of the windows, we are content with our purchases, again due to budget constraints.In the case of the two doors - one for the kitchen exterior door, and one for the exterior north side door - we are profoundly unhappy. The material, manufacture, and installation quality are unacceptable. First, while the majority of the material is indeed what we specified to have the maximum amount of thermal insulation, the casing of the door itself is metal. Metal is very thermally conductive. We live in *********, Alaska. Putting a door in metal is like putting a wick in wax to make a candle. Second, within two months of installation the metal hinges started heavily rusting. That shouldn't have happened that quickly. Third, you can see daylight around both doors, and *************** no longer closes less than a year later. We have been trying to contact Renewal by ******** since February, and they've been ghosting us.We want a refund on the doors so we can get them replaced and reinstalled by someone else.GreenSky:Application ID: ********** Account Number: XXXX XXXX *********

  

  Business response

  08/08/2022

  Hello ************************,

  Thank you for reaching out to us to help resolve your issues. Below is a synopsis from our Scheduling team on your service, to date. Please respond here if you need further clarification, or need to change the dates of your currently scheduled Service Appointments. You can always reach our offices directly by calling ************.

  I have him scheduled for the service on his Entry door (X2)and his 2 windows that were also having issues with (needs to be reset as well-Air Infiltration issues)
  I have them scheduled for 8/04 and 8/05 to do the reset on all 4 products.
  I have sent the customer his ****** condensation pack,****** warranty, ****** care and maintenance pack as well as RBA care &maintenance pack, RBA warranty, RBA condensation. Customer had also requested the Inspection from 3/8 that I had sent him as well. This only has the condensation inspection that happened on that date so that he can take the numbers and see that his home has too much Humidity in the home. 

  Best,

  Renewal by Andersen of Alaska

  Customer response

  08/15/2022

   
  Complaint: 17531355
  
  I am rejecting this response because:The work did come out August 4th and 5th but the work order they had did not include the information from the the mentioned inspection last March nor an itemized list of materials that needed to be replaced so the crew did not have those materials and were unable to complete the work I have waited 8 months to be done. I'm told now that I have to start over in getting another appointment to complete the work.As to the house being to humid. I was told after the installation that a side effect of the large air tight windows we bought from Renewal by ******** is increased humidity in the house. So it was literally installing the doors and windows that changed my homes interior environment into something unsuitable to the doors Renewal by ******** installed. Before the purchase our homes climate was dry. We made the purchases recommended by Renewal by ******** Inspectors and customer service only to be told afterwards that those recommendations created the humidity problem that makes the purchased doors oxidize and condensate. Imagine how frustrating this situation is.Sincerely,**********************************

  

  Business response

  09/14/2022

  Hello,

  Installing new windows increases the insulating factor and energy efficiency of a home. A by-product of the increased efficiency is the atmosphere will no longer be venting due to failing windows. Existing humidity in the home will no longer have a place to vent to the exterior. This can cause condensation. We have sent educational information about understanding condensation and humidity that includes recommendations of how customers can reduce humidity in their homes that will directly reduce the condensation issue. Our condensation inspection performed in March revealed 53%humidity in the home with an exterior temperature being at 28 degrees.Recommended humidity at the outside air temperature is up to and not exceeding 30%. This documentation was also included in the email where we provided the condensation information.

  This is the statement from your contract on page 8:
  Condensation and Environmental Conditions: Condensation, which can form on or within walls, siding, tiles, or other surfaces results from pre-existing condition in a home and internal or external temperatures. Reducing the humidity in a home will often remedy any condensation problems. I agree that Contractor is not responsible for condensation or existing or developing spore or mold growth, which can be the result of condensation.

  Regarding our inspection in March, it was determined that service and warranty work was required. Part of the service and warranty work needs parts ordered from our manufacturer. Due to product availability and supplier constraints, our expected receiving timelines were extended. Completion of the warranty work have been scheduled for August 4th and 5th, which could not be completed due to crew illness. We are currently coordinating to send a different crew to complete the warranty work next week and have you as our first priority for said crew.

  Best Regards,

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

  VP of Operations

  Renewal by Andersen of Alaska

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A full page ad in the *** stated Andersen does window replacement jobs "FROM START TO FINISH". I ordered 4 windows and a double glass door. First, the two big picture windows were too small. The trim wouldn't cover the difference. The wooden windows and trim were not protected with polyurethane. I was told I'd have to do "some finish work" when they were done. The door didn't close properly. After I called to complain the crew came back with two additional carpenters. They made everything fit, changed to wider trim to cover the measuring mistake - but didn't polyurethane the wood. They said they used to have a paint department, but quit doing that. I pointed out their ad states "start to finish" and I was never told I needed to finish the wood. I paid $400 for a handyman to finish their job and sent them the ****. The only response I got was for their "customer relations" person to forward my email and invoice back to me. All I ask is that they "finish the job" by reimbursing me for the additional cost. I also noted that they removed the full page ad from the ******************** since I pointed out the misleading verbiage.

  

  Business response

  06/01/2022

  ******,
  Thank you for reaching out. As I mentioned on the phone, I honestly am not sure how the email technical error transpired. I wasnt aware that the email was kicked back to you. As we have discussed multiple times we are no longer offering painting and staining however, I understand the strain this additional work put on you and I am going to pay this invoice. You should expect a check in the mail within 3-5 business days. Thank you for agreeing to closing this complaint once you have received the check.
  
  All the best,
  Harmony ****

  Customer response

  06/08/2022

   
  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.

  I received a check for the cost of finishing the windows today.  I hope that in the future the advertising for Renewal by Andersen of Alaska matches what they actually do.  

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

• Initial Complaint

  02/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Salesman came out mid Oct. 2021, sold us on front windows and a front door for our home. Salesman told us it would be 2 1/2 - 3 mos. before we would get our products installed. We pre-paid them $8900 for the first installment, with the other two due within a week of installation. As of today, I have been communicating with my account **** Marcel ************** at least every week since the beginning of January, asking when our windows will be installed. I get the same answer every time, "They are on order **************, and we will let you know when they come in."Since it is now nearly ending February, I have asked them to commit to a date and time for installation for me, and they gave me a end of March due date, with an installation date of April 30th...and this is NOT even set in stone! I am FURIOUS and have asked to speak to a manger and get no response. I've also asked for a refund so I can just go purchase windows and a door myself, and they said that's not possible! Their customer service and deceit of product from the beginning is very frustrating and I need to have this resolved asap!

  

  Business response

  03/02/2022

  Hello,

  First, thank you for choosing Renewal by Andersen. It is both an honor and a privilege to be trusted with something as meaningful as providing products and services for your home. As many of us have seen our homes transformed into places of work and school over the last year and a half,home has never been more important. While these times are unprecedented on many fronts, we are thankful for our retailers continued hard work and grateful for homeowners like you, who are choosing Renewal by Andersen in record numbers.

  As you may be aware, the pandemic has stressed labor markets and supply chains and created tremendous challenges for material suppliers who are struggling to keep up with demand from companies and manufacturers. We are not alone in facing this difficulty, but it does not make it any less of an inconvenience to you. Ultimately, these challenges have resulted in extended lead times in our manufacturing process and in our shipping product to you.

  We apologize for these delays and want you to rest assured we are doing everything possible to reduce lead times to normal levels. As stated on the phone your door has moved into production and we officially have a ship date. I am happy to get this scheduled, however I know that you were wanting to cancel your project. Due to this I have asked our President of Operation to contact you with a solution. He will be reaching out to you directly to further assist in resolving this unfortunate situation with you.

  Best Regards,

  Harmony ****

  Customer Experience Manager

• Initial Complaint

  02/10/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 08/10/21 placed an order with Renewal by ******** to replace a single window in my home and was told that the window would be installed by the end of October 2021. The written estimate was **** weeks which would have made 11/02/2021 the end of the 12 weeks. I paid a deposit of ******* by check. I called several times to check on the installation at the end of October but could not reach the representative assigned to me. On 11/03/21 I received a call from ***************************** who told me the installation was on track for 12/01/21. I let her know that I would prefer to cancel the order if the window has not been built already and I had concerns as the promised deadline had already been missed and about installation during the winter months. On approximately 11/17/21 I spoke to ********************************* and asked her to confirm the window had been built and shipped or cancel the order. She told me she would call me back with the information on the following Monday. She didnt call so after several attempts I was able to reach her the afternoon of 11/22/21. ****************** told me she would have to check with the ordering department to find out the status of the window. I told her I want a cancellation and refund as soon as possible but she did not call back. On 11/24/21 I was able to contact a field technician (a cell phone number I had retained) who said he would call a manager at the office and ask them to contact me. ***************** called about 12:30 pm on 11/24/21 and told me the window had been built and would arrive in town on 12/21/21 and she would schedule me for a 12/22/21 installation. At the request of ***************** I later agreed to change the date to 12/23 to fit their schedule. On 12/20 I got a call from ************* assuring me the crew would be out on 12/23. On 12/23 after preparing for the installation I got a call from ************** stating the window was not on the truck and the crew would not be coming. The company is unprofessional and I request a refund.

  

  Business response

  03/01/2022

  HI ******************,

  First, thank you for choosing Renewal by Andersen. It is both an honor and a privilege to be trusted with something as meaningful as providing products and services for your home. As many of us have seen our homes transformed into places of work and school over the last year and a half,home has never been more important. While these times are unprecedented on many fronts, we are thankful for our retailers continued hard work and grateful for homeowners like you, who are choosing Renewal by Andersen in record numbers.

  As you may be aware, the pandemic has stressed labor markets and supply chains and created tremendous challenges for material suppliers who are struggling to keep up with demand from companies and manufacturers. We are not alone in facing this difficulty, but it does not make it any less of an inconvenience to you. Ultimately, these challenges have resulted in extended lead times in our manufacturing process and in our shipping product to you. We apologize for these delays and want you to rest assured we are doing everything possible to reduce lead times to normal levels.

  I have a tentative installation date for you of 3/16/22. I have called the phone number we have on file for you twice and have sent you a direct email regarding confirming that this date works for you. If you haven't received the email, please check your Spam/Junk folder in case it's ended up there. You can also always reach me at our office at ************.

  Thank you again for your understanding as we navigate these unprecedented times.

  Best Regards,

  Harmony ****

  Customer Experience Manager

  Customer response

  03/04/2022

   
  Complaint: 16749683
  
  I am rejecting this response because:

  I contacted and vetted 3 other companies before signing with Andersen.  The other 3 companies told me they had supply issues and couldnt receive the window until winter 2021 to spring of 2022 for a spring installation.  The sales person from Andersen assured me that their company had no supply delays and the installation would be done on schedule (schedule date approx. end of Oct. to beginning of Nov.).  Fall 2021 installation is the primary reason I chose Andersen.
  

  When I began to try to contact Andersen toward the end of October 2021 I got no response from the person customer experience representative assigned to my installation.  I left messages on the assigned representatives voice mail and finally on 11/03/21 I was contacted and told that the installation was on track for 12/01/21.  This installation date was eventually changed again by Andersen.  My response during the phone call was to ask if the window was completed and if not I wanted to cancel the order. I also expressed concern for a winter installation due to low temperatures.
  

  Ive repeatedly had difficulty contacting the personnel at Andersen and my request for information on the build status of the window and cancellation of the order was largely ignored. The main number to their office has not been answered when I call.  Assurances of a call back to provide me information and my getting a call back from management were not honored.
  

  I tried to work with the company in spite of my growing concern that they had been unresponsive to my requests.  In late December they set a firm installation day, assured me the window had arrived and then called me on the day set for installation (12/23/2021) and told me the window had not been delivered.  At this point I had no interest in further attempts to get the window installed.  I asked to speak to a manager and was told by my assigned representative they would have a manager call.  I never received a call from a manager.
  

  On 02/04/22 I sent a signed and dated Notice of Cancellation form from the Renewal by Andersen contract to the company.  According to postal records they received the notice on 02/07/2022.
  

  After they received my written notice I had a phone call from a person at Andersen who asked why I wanted to cancel the order.  I was polite and asked what position they held.  The person told me customer service representative.  I told the representative I wanted to speak to a manager. I was put on hold and then the originally assigned customer experience representative got on the line and told me they could tell me what the manager would say.  I said good bye and hung up. 
  

  In their response to my complaint to the Better Business Bureau Andersen again ignored my written Notice of Cancellation and they offer to tentatively schedule me to allow them to send people into my house and to trust that the work will be any less unacceptable than the service Ive received so far.  The only thing I request is that a manager of sufficient authority responds to me, in writing, about my deposit and a final end to the contract.

   

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

  

  Business response

  03/24/2022

  The vice president of operations has attempted to call prior to the agreed upon installation date. Unfortunately he wasnt able to make contact with you.
  
  We went ahead and sent our install crew out on the day that day for installation with no response from yourself, and upon arrival you werent home.
  
  Our vice president of operations then called afterwards to try and discuss this matter with you but again, wasnt successful in reaching you.
  
  We would like to make contact with you so that we may speak about the dissatisfaction you have with us.
  
  Please reach out to us and ask for myself or *****.************ or via email at ***********************
  

  Customer response

  03/25/2022

   
  Complaint: 16749683
  
  I am rejecting this response because:

  
  I received an email from a customer service agent from ********************** on 03/01/22 and BBB received a similar message from the company which was forwarded to me on 03/02/22.  I have not communicated with Renewal except by my reply through BBB.  A statement from Renewal that there was any agreed upon installation dated after 12/23/21 is a fabrication.  I will not accept their representative or employees entering my property because there is no reason for them to do so.  I have no missed phone calls from any of their phone numbers on my cell phone and while my family members and I were at home on the tentative date that was offered by Renewal for an installation no one contacted us at our home.  This is notice that they may not send anyone on to my property for any reason and I am contacting law enforcement to advise them of the problem Renewal has suggested they will create by sending people to my home without my consent.  Please be professional and address my prior written notice to you stating the contract is cancelled and allow me relief from this harassment and provide a refund.

   

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

  

  Business response

  04/12/2022

  Hello *****************,

  
  As stated in our previous communication through the BBB we have attempted to make contact with you multiple times, with no response from yourself. In addition we have made the following attempts to connect with you via phone:
  March 15th 3p VP of Operations
  March 16th x2 8:02am & 8:14am Lead Installer

  
  We have not nor will we make any attempt to enter your property without permission from yourself. We are only trying to work with you on fulfilling our contractual agreement with you.
  
  We understand that you are frustrated with the logistical constraints on your project, that being said if you would please review your contract (highlighted section is attached) youll find that we only offered you a tentative timeframe and as stated prior. Due to the pandemic there is a global material shortage. Naturally, this is causing constraints that are far out of the immediate control of Renewal by Andersen knowing this we still would like the opportunity to fulfill our end of this signed contract and proceed with installation.
  
  Should you refuse to agree with an installation date we will have no choice but to proceed with late cancellation clause in your contract.Please review the bold sections highlighted in red on page 5 and 6.
  
  If you would like to discuss this matter further please call our customer service line and ask for our VP of Operations, ***** at ************.

  
  

  Customer response

  04/18/2022

   
  Complaint: 16749683
  
  I am rejecting this response because:
  
  

  1.     I was told when I signed the contract to have the window installed that Andersen had no material shortages.

  2.     I was given an installation time frame.

  3.     After trying to get information on the status of my window build or an agreement to cancel the order I was told the installation would occur 12/01/21.  I told the customer rep. I would rather cancel the order if the window had not been built and was eventually told the window was completed and would arrive as scheduled.  The installation was changed twice after that and Andersen failed to install the window due to their failure to deliver a window they assured me had arrived.

  4.     I asked to speak to a manager to resolve the problem and was told a manager would call me back.  A manager did not call.  I sent Andersen a notice of cancellation.

  5.     I was contacted by phone by an Andersen customer rep. about the window installation and I asked to speak to a manager. I was told a manager would speak to me shortly and I was put on hold.  A manager did not come to the phone instead I was shifted to a different customer service rep and I ended the call.

  6.     I was told a manager made one attempt weeks later to call to speak to me and that the manager couldnt reach me.

  7.     I was told Andersen sent an installation crew to my home to install the window on 03/16/22.  I did not agree to have the crew or any individual from Andersen come to my house that day.  I was told I was not home however I was home along with several other family members. No one made contact with anyone at my home that day.

  8.     The 03/16/22 visit from Andersen was revised to a Lead Installer came to my house twice on 03/16/22 with the visits being approx. 12 minutes apart but apparently they did not enter my property?

  
  

   From my perspective it is not wise to communicate with Andersen personnel without proof of what was said or done.  Andersen accepts no responsibility.

   I communicated directly with Andersen employees when they contacted me until it was clear they were unresponsive to my requests and the company was not bound by anything they said. The contract indicates the only binding instrument is the contract signed by their representative except when they can use Covid as a delay excuse outside their control.  Supply Chain delays are not the problem.  Poor customer service and attempts to stonewall customers is the problem.  I have not failed to respond to you I choose to respond through the Better Business Bureau. You have chosen to ignore my repeated requests.

   I know what the contract says.  I made the request for a refund and I make it again.   I made the request before the window was built and shipped.  If you have decided to proceed with the late cancellation clause detail what costs you believe are owed and send it to me in writing.  When I say detailed I mean line by line.  Do not try to pad the cost ********** / Lead Installer to home).

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

  

  Business response

  04/26/2022

  Hello ******************,

  After careful review of your account history, we are going to process a full refund for you. In order to proceed with that refund, you will need to call our offices to process. Our office can be reached at ************. Please ask for our Customer Experience ******** ******* or our VP of Operations, *****. Both are briefed and able to best assist you.

  Thank You,

  Renewal by Andersen of Alaska

  Customer response

  05/05/2022

   
  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 appropriate company employee and I have been able to make contact by phone to verify my mailing address and the amount of the refund.  There has not been adequate time to process the refund and make delivery however if the company follows through as stated I appreciate the decision and action taken.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The Sales person obtained a contract for 11 replacement windows from my elderly parents, who were 78 at the time of signing on One parent clearly has memory issues and is being seen by a Neurologist. Her repetitive behavior is unmistakable as is her lack of short term memory. My fathers dementia is more subtle but had progressed to the point that he was hospitalized following a UTI and I obtained guardianship of him on October 14, 2021 I became aware of the contract around the first week of October, my family referenced the visit but no paperwork was present at the house. I found the local customer service number and contacted ********* ******* on or around the 27th of October when my parents were out of the hospital. I explained that no signed contract had been sent to my parents and to see if the contract could be cancelled. I explained that neither of my parents are really mentally sound enough to be responsible for a $40,500 purchase as evidenced by the guardianship and the fact that their needs are becoming more in line with an Assisted Living Facility. After explaining this to Ms. ******* she forwarded the signed contract and stated she would speak to her supervisors about the case. When I reviewed the contract, I noticed that the 3 day period to cancel was at least 6 weeks in the past which means no one could EVER take advantage of the 3 day cancellation clause. I also never received a phone call from either Ms. ******* or Renewal by Anderson. Renewal by Anderson exploited an elderly couple who clearly have dementia for financial gain, their behavior is reprehensible and should not be allowed to continue.

  

  Business response

  01/28/2022

  As a local Alaskan business, Renewal by Andersen of Alaska has a strong commitment to our customers to make everything go as smoothly as possible. We strive to deliver 100% on quality, service, and our contract with our customers. 
  To help clarify the situation, we are providing a breakdown of events for your review and consideration in this dispute matter.  Renewal by Andersen has been diligent in working with and serving our customer Mr. ******* ***** since his first outreach contact call to us on September 7th, 2021.  We have been steadfastly dedicated to Mr. ***** in honoring our commitment and contractual obligations. 
  
  To provide transparency for this process and to aid in open communication to facilitate this BBB action, Renewal by Andersen of Alaska has shared the entire detailed communication.  Please see attached Timeline Summary.  
  
  As will be reflected in the history and timeline and narrative to date, Mr. ***** was extremely proactive at pursuing his meetings with us, his choices of products, installation, and securing his financing and securing his contract, all of which required a great number of proactive steps and efforts on his part.  This is heavily reflected by over not limited to 27 sole actions on Mr. *****’s part to pursue, purchase, and have installed.
  
  At a much later date, and well beyond the time-barred contract cancellation window deadline, Mr. *****’s daughter ****** involved herself into the process and contract, and at that time was not a party to the contract.  After some BBB exchange, ****** demonstrated she was newly added as a guardian and claimed she was now party to the contract.
  
  On January 11, 2022, Renewal by Andersen endeavored to fulfill its obligations as committed in our contract to Mr. ***** by installing the ordered products. We are ultimately unable to do so, as ****** blocked the installation prior to completing the final phases of work.
  
  Renewal by Andersen of Alaska has continuously acted in good faith to fulfill its obligations to the Mr. ***** and the contract of which Renewal by Andersen is bound to deliver upon.   
  
  Based upon these facts, documentation, and events to date Renewal by Andersen of Alaska requests the fulfillment of the contract be allowed to proceed as scheduled and this complaint be resolved.  

  Customer response

  02/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:On or around September 7, *** ***** contacted an Anderson Windows representative through a brochure. On September 8, 2021 a contract was signed by ******* ***** and ******** (****) ***** to purchase 11 windows for $40,530 to be installed in their house in Kasilof, Alaska. I heard about the sale from a family member while ******* was ill in the hospital and tried to find more information. Neither ******* nor ********’s email accounts had any contacts or emails from Anderson windows, in fact ******* had only 3 emails the entire month of September 2021. Only when I found a newspaper mailer with ********* *******’s name and number on it around mid-October did I believe there had been a sale or even know where to begin looking for confirmation. I immediately contacted Ms. *******, alerted her to the fact that *** never received a copy of the signed contract and notified her that I, ****** **********, had been established as *******’s legal Guardian with rights of Conservatorship on October 14, 2021. I further went on to explain that neither *** nor ******** were capacitated at the time of signing the contract enough to understand the ramifications of the transaction. Ms. ******* did indeed forward a copy of the contract to me, stated there was an 80% cancellation penalty, and said she would discuss with her manager my claims. I received the contract on October 27, 2021 almost 7 weeks after signing and upon reading it realized it allowed only a 3-day cancellation period which expired on September 11, 2021. I contacted Ms. ******* and was again notified that Anderson Window’ management team was reviewing the case. When it became apparent my claim was not being considered, I filed a complaint with the Better Business Bureau (see attached). Through several interactions I tried to explain that both my parents suffer from Dementia and Alzheimer’s, have short term memory issues and did not understand that they were going to pay $40,530 for windows, and couldn’t even say which windows were bad enough to be replaced. ***, in fact, said he was only going to pay $14,000—a far cry from $40K. The main reason for this complaint is that I think Anderson Windows, even though they are an Alaskan based operation, exploited my aging parents into a sale. Both of my parents are being seen by Neurologists and being treated for dementia, a progressive condition, one that does not alter a person’s mentation overnight. The sales people would have seen my mother pace, ask the same question more than once, and forget what had been said from one encounter to the next, even within the same encounter. Even if it was not the intention to financially exploit *** and ********, the sales tactics used by Anderson did not leave room for them to assess their cognitive capacity. There is no way given their age and medical condition that there was a meeting of the minds on the contract. As such, Anderson is requested to cease any performance on the contract. Anderson Window’s assertation that *** actively pursued a transaction through several phone calls is no indication that he was able to comprehend the transaction. I say this because in the last year he calls his primary care physician to make the same appointment several times, calls their pharmacy to ask if the prescriptions he has already picked up are ready, calls their financial provider, banker, yard equipment dealer repetitively for the same issue. Anderson Window’s did not provide a signed copy of the contract to my parents within the 3 day cancellation period to allow for them to make an informed decision, indeed did not provide them a signed copy at all. Anderson Window has also asserted that financing has been established by *** but no proof of that is apparent, either by email, or through text or call logs. I can provide a copy of *******’s neurologist report that indicates he lacks the capacity and executive decision-making abilities to make financial decisions, again not as a result of an acute event, but as a result of a long, progressive disease process. I am asking that the contract be nullified based on the inability of *** to process information being given him, Anderson Windows readiness to take advantage of elders living in remote areas, and the unethical practices of not providing copies of all relevant documents to my parents in a timely manner. If the contract is not nullified, I am prepared to take additional measures that would place Anderson on the other side of a court case alleging financial exploitation.
  Sincerely,
  
  ****** ********** Guardian For ******* *****

  *****All supporting documents redacted by BBB*****

• Initial Complaint

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a patio door from Renewal by Andersen in 2017. In June 2021, the locking bar mechanism broke. We contacted Renewal who ordered the replacement part based on the serial number of the door. Finally in August, Renewal had a crew in our area to install the new part. At no time did Renewal offer to send a technician just to fix our door despite us having spent over $30,000 with their company. When the crew arrived, they removed the broken locking bar mechanism using my tools because their tools were left at another job site and found that the replacement part was not right and did not fit our door. The installer took pictures to send to his boss, reassembled the door and left. After numerous calls, and ignored requests to speak to a manager, a new install date was set for October 8, but the appointment was canceled because the new part that was supposed to be ordered in August never arrived.

  

  Business response

  10/12/2021

  Hello Mr. *******,

  
  

  My apologies for the frustration you are experiencing with your patio door and the timeliness of our replacement response. Unfortunately, there was an error at the factory when the part was originally ordered in August, and while we were informed it was on our shipment in late September for delivery in early October, we found out when the shipment arrived at our warehouse that was not the case. I have spoken with our Operations Leadership Team on this and they stated they've provided you updates on the status of the replacement on 9/30, 10/1, and 10/7. They have also been in near daily communication with our factory for updates to get the needed replacement parts for your door. Unfortunately, we have not yet been given a delivery window for the replacement part from the factory. Once we do, I will reach out to you ASAP to schedule the replacement of the broken part. In the meantime, our Operations leadership team is taking your request for a refund under advisement and will update you via phone.

  
  

  Please do not hesitate to reach out to our offices directly at 907-331-6898 with any further needs you may have.

  
  

  Best Regards,

  
  

  Harmony R***

  Customer Experience Manager

  Renewal by Andersen of Alaska

  Customer response

  10/13/2021

  
  Complaint: ********
  
  I am rejecting this response because:the response from the company doesn’t actually offer a solution to the problem.  My patio door still isn’t repaired.  As stated by the company I did speak with their representative on 9/30, 10/1 and 10/7 but that does not take into account the numerous calls that a representative was unable to answer and voicemail requests for updates that we never received a call back,  I have also asked to speak directly to a manager and was never put in contact with any member of management.  To say we are frustrated is a bit of an understatement.  I feel that we have been incredibly patient with the poor customer service we have received and feel that compensation for the time we have been dealing with a malfunctioning door is not out of line. 

   

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

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