Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/23/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Within the last month my 83 year old mother inquired about doors for her house. They came put and sold her the bill of goods. $25770 and a total cost of $41580 over the 15 year financing period. There has been no work done until today they came to measure. I have been handling my mom's financial stuff since my father passed away in March but she never said a word about this until today. These doors are more than my moms house is even worth and for a sales person to even provide that pricing to her when they can see the shape her home is in is elderly abuse and predatory sales tactics. Everything was signed on a iPad and she says she could not read anything she was signing and was not left with a copy and to thus days has not received a copy of said Co tracts that were signed how you use an iPad for someone who does not even have an email address to receive digital copies is also troublesome. I found out about this today and immediately called to cancel this transaction and was told it had been too long that she would have to pay 25% of the balance to cancel at this point. My mom said the sales person said nothing to her about the cancellation policy and of course if it was on the IPad in anything she signed she could not see it as she has vision problems. There was no way for her to have someone review thr paperwork for her during any cancellation period and therefore the cancellation language should be void. My mother and I want this transaction canceled I. It's entirety without any cancellation period penalties. She is 83 and can't even remember the details of the sale at all. Other than she's getting doors for the house. She has no concept of what this is costing and does not understand anything on a detailed level any longer.I want Contact from the company with a satisfactory cancellation of this contract as even though she seemed to be on top of things she was not and should not have been making thee decisions without someone else being there to help her read

  

  Business Response

  Date: 09/27/2022

  Can we please get some identifying information for the customer? Looks like the person that submitted the complaint is a relative, and sent in their information, and we don't have  a way to identify the actual customer with that information. 

• Initial Complaint

  Date:09/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  paid almost $10,000 to have French doors installed - Installed Feb 2022. Door frame needed to be replaced - chip was discovered same day, installer decided it would be good to install door frames over an electrical outlet.- A week later, representative arrived, they order replacement, would reinstall frame simultaneously.- March phoned back: door shifted and now misaligned, my children cannot open/close the door without exerting additional weight on the door, door handle falls off at random. I've tightened it several times, and it still falls off. Furthermore, door does not properly lock. Was told everything would be rectified when replacement arrived. They know I am down to one door and need it repaired asap. It was escalated and promised callback, never occurred.- April - June phoned many times to get a ETA for the new door and have someone out to look at the handle. Promised call back to let me know. Nobody ever call.- July phoned again told the door will be in the first to the second week of August and schedule replacement 8/17 - Received a call on installation day parts were not delivered, they had no updates/eta, escalated with promise to callback, never happened.- Went from complete door replacement to parts. It was never communicated replacement was parts only vs replacing the full chipped door, faulty handle. Told it was a misunderstanding on the side of the person who did the site - September $10K later, have a nonfunctional door. Crazy they're okay knowing they've left a family down to one door. Furthermore, it is hazardous to install anything over an electrical socket. I was promised many escalations and calls back but never happen - Finally got a callback 9/8 learned it was an internal error, parts were in week of 8/1. The rep was rude and refused to expedite or escalate installation from mid-Oct to Sep. I am down to one door, little ones cannot open the door should a fire happen. I want a callback, someone to uninstall door and a full refund.

  

  Business Response

  Date: 03/28/2023

  This was an old complaint that has since been resolved. Not sure why it came through months after the fact, but project is 100% complete. 

• Initial Complaint

  Date:08/11/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had contracted with Renewal by Anderson to install all of the windows in our home. Initially we had just the master bedroom done, but fairly soon after that we went ahead and added the rest of the house. The installation went well, but we were told that they were one window short and would have to order the window and come back to install it at a later date. About 6 months later my husband called and was told the window had come in some time prior to his call, but nobody had called us to schedule an installation date. At that point in time they set up an appointment to install it on July 13th between 7-9 a.m. When they didn't show up by 10:00 a.m. my husband called to find out what was going on. He was told that the installer had a family emergency and couldn't make it. While we understood, it would have been nice if they had called us to let us know. So they set up a second appointment for July 23rd for between 7-9 a.m. Once again, a no show. So again my husband called at 10:00 a.m. and was told that they had already notified us that the installers couldn't come until around 2 in the afternoon that day. It was a Saturday and we had previously made plans with friends and were leaving at 4 p.m. My husband told them that nobody had notified us of any scheduling changes for that day and it was impossible to start that late in the day to install the window. No alternative appointment was offered and once again my husband had to call them today to inquire about now a third date for installation of that one window. The date that they gave us is October 24th between 12:00-2:00 p.m. We feel that is an extremely unreasonable date considering the fact that they fouled up the two previous appointment dates and even lied about contacting us regarding the second appointment. Our suggested resolution is a much sooner installation date and an apology for all of the stress they have caused us!

  

  Business Response

  Date: 03/28/2023

  I just spoke with the customer and we made the determination that all outstanding work has been completed to their satisfaction. Customer stated they did not submit this ******************** complaint, also confirmed with ********************* she did not submit the complaint. No action needs to be taken. 

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Renewal by ******** for my window replacement project for my home. The quote was $24,000 which was $6,000 higher than most of the other quotes I received from competitors. But I was happy to pay more for the ******** Service which I was told was second to none in the industry. Well I guess I am the exception because I dont feel like I got that. My project started August 2021 and a year later its not complete. And for the windows that were installed I cant even lock them. I need two hands to hold both windows closed so the lock will latch. Well I only have two hands so they dont ever get locked. Found this out when trim was broken off due to locks not latching. And also, no different from some of the other bad reviews below, there is absolutely no communication other than a person calling to put me on the books for appointments that end up just being canceled. (February then March, April, May, and so on) 4 months delay my butt! Finally the last call when I told her.Im tired and frustrated that every time we make an appointment Im just disappointed to the point where I just want to be done with your company. Youd think maybe someone in management would have addressed that. NOPE! Im so unhappy and truly disappointed with the UNPROFESSIONALISM due to LACK OF COMMUNICATION. Something of which I was SOLD ON! I payed for the ******** experience and I didnt get it!I mean really! Its part of the sales pitch! What I got was old windows drilled back in to my home that dont open and another year of expensive electric bills! Do I get reimbursed for the service I paid for and didnt get!! Or are you just going to apologize for the lack of communication like you did for every other review. Thats not ok! Its not ok that I feel that your company didnt even have the decency to have a manager call me one time in this whole past year! Nothing! I know, I know pandemic delays! Thats no excuse for the experience I paid for and missed out on!

  

  Business Response

  Date: 08/17/2022

  Our team called the customer today and left a voicemail with callback number so that we can establish next steps to bring the customer's project to completion, as well as identify a resolution.

• Initial Complaint

  Date:07/13/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is using a third party advertiser to telemarket consumers. This third party, has called my phone over fifteen times in the last month, even though I am on the Federal Do Not Call list, and they have been told to stop several times. I made several attempts to contact the company via phone call and email, but have been more or less ignored. At this point, the only resolution I will accept, is to speak to the company's ATTORNEY or LEGAL REPRESENTATION to discuss a resolution to the matter. No other solution will be accepted or considered. Failure to provide that contact, will result in significant legal action against the company, up to and including contact to the ******* State **************************

  

  Business Response

  Date: 08/01/2022

  This matter has been addressed with customer and resolution has been agreed upon.

  Customer Answer

  Date: 08/01/2022

  
  
  Better Business This matter has been completely resolved as of last week.
  
  
  Regards,
  
  
  *************************