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:04/02/2025

  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 am writing to express my extreme dissatisfaction with the service I have received regarding the arched windows in my home. For the past six months, I have been waiting for the issues with these windows to be addressed, ongoing ************* of resolution have become completely unacceptable.Issues:1.Mismatch of Materials 2.Poor Workmanship 3.Missing Trim Issues have caused significant delays in my remodel, holding up my ********************** I have patiently worked with ****** for the past six months, being told multiple reasons for the delays, including workers being sick, on vacation, factory losing the order, machinery needing calibration.After waiting 6 months for replacement, wrong material was sent. I immediately contacted Pirthy, informing him that I could no longer afford any further delays, as the drywallers and painters were already on-site and waiting. Pirthy assured me that ******* would come out on Saturday, 3/29, to install the trim so that I could proceed with drywalling and painting. ******* did not show up, and I was then told that it would be either 3/31 or 4/1, but once again, ******* did not come and no one from Andersen Window has reached out to me.This level of service is completely unacceptable. I have been more than patient, and it is beyond frustrating that I continue to receive excuses and unfulfilled promises. I expect immediate action to resolve these issues, including the proper installation of the trim with the correct materials and compensation for the delays caused by this situation.

  

  Business Response

  Date: 04/04/2025

  On 04/02/25, Renewal by Andersen of San Francisco leadership Team received a notification of an escalation request. Our Director of Field Operations reached out the same day. It was determined that there were significant delays in completion of the project due to our local team working off of incorrect information. The source of these delays stemmed around specific product material inconsistencies which our team had not deal with previously. Research was done prior to making the call to our customer on which we discovered that the right materials were sent months ago. Unfortunately, this was not communicated to our customer at any point which created unnecessary delays and further dissatisfaction with product. Both *** and our customer made the decision at that point to install all the materials that were on hand and finish the job per manufacturers supplied finishes. On 04/3/25, our local Field Manager and Subcontractor returned to our customers home and executed the plan fully which was agreed upon the day prior. A meeting took place between other pending trades and our customer in which it was determined that all other trades could complete their work as planned in 04/04/25. At this time, the only outstanding item is finalizing a fair an amicable amount of compensation for delays and missed expectations relating to material finishes. We will be in touch with our client in the coming days to finalize this offer. 

• Initial Complaint

  Date:02/20/2025

  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.

  Initial install in July 2024 and I've had to continuously follow up with the company to complete city inspections only to be forgotten about until thr next time I follow up. Apparently ************** is the only city that requires mid-install inspections, but you would think that install experts would know the requirements before installing, removing, reinstalling, and removing things AND damaging my property over and over.

  

  Business Response

  Date: 02/27/2025

  We are working with the city on a resolution and have kept Ms. *** up to date on our current efforts. Our goal is to resolve the outstanding inspections to close the permit as quickly as possible. The delays and confusion regarding the close out for the permit is something we will work with the city of ************** on after this matter is complete, as the scope of work performed for this project did not require a mid-inspection. It appears the city has arbitrarily faltered from their own permit & inspections guidlines published on their website, and we are very sorry to Ms. *** that this has added to the delays and issues which occured on her project. We are confident at this point that we have a plan in place with one of the inspector's to get the permit closed out following a limited inspection, but we will not stop our efforts until this matter is resolved. 

   

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22965258
  
  I am rejecting this response because:

  City inspector came and Renewal crew was not here. Inspector left and I have absolutely no trust in Renewal anymore. 

  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 03/04/2025

  The final inspection has now passed. The city inspector gave a window of arrival the morning of the inspection for 9am-9:30am, the Renewal *** arrived closer to 9:30am, just missing the inspector. Per our request the inspector arrived later in the day and were able to complete all components of the inspection neccessary for the permit to be closed out. 

• Initial Complaint

  Date:02/03/2025

  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 have agreed to hire Renewal by ********* to replace three windows, excluding the screen doors. I understood this company offered the top tier quality and workmen-ship. Craft work like no other as they are priced 30-60% higher than their competitors. I wanted the best for my home, so I gave them the opportunity to do the Job. The Job is now finished as of 10/30/24. The window work took four trials before completed. Ive emailed the company multiple times. Spoke on the phone multiple times. I was specifically told someone will get back to me in three wks with a solution. No one including the gentleman who spoke to me called me or emailed me. I emailed today and he wants to look at the work already done and inspected. I wanted a great job done right with quality windows. At this point, three months later, the least they can do is give me a generous credit back. The amount I paid for the type of work is unacceptable. I would not used them again for my home or refer them. Please contact me for any questions or photos. Cant up load much here.

  

  Business Response

  Date: 03/26/2025

  We want to work with Ms. ***** to make any necessary repairs or replacements she is concerned about. Previously, we had made multiple attempts to provide additional services to remedy the concerns brought forward, which she rejected. We are also willing to honor Ms. ******* request for compensation to resolve her complaint. Our Field Manager contacted her last week to discuss this matter, but has been unable to connect over the phone to address the matter with her fully. 
  
  If Ms. ***** would like to speak with a different representative of the company to resolve the matter, we can arrange that. Otherwise, our Field Manager, ****** ***, is prepared to finalize a resolution for her. Our commitments and offer to perform any additional services related to her concerns about workmanship also remain open. 
  
  
  ****** *.
  Renewal by Andersen
  ***********************************

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 22894950
  
  I am rejecting this response because:

  The Claim that I am not accepting or allowing the Renewal By ******** to make an apt with me is false. I am currently waiting for a response from ******, the Supervisor I spoke with on Monday.  Also, the compensation is not clear.
  

  What is the solution?  I have sent all communication through email to *****, with BBB  Very clear and Concise.  Multiple images expressing the responses. Documentation.  
  

   

  Sincerely,
  
  **** *****

  

  Business Response

  Date: 03/27/2025

  Thank You, Ms. ****** I have confirmed with our Field Manager, ****** Sakisov that he has now coordinated with you for a site visit on 4/1 at 8am to review all open concenrs, and that he will follow up with you after that visit to resolve your request for compensation. 

• Initial Complaint

  Date:01/27/2025

  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.

  We had patio doors installed in Feb of 2021. In Dec of 2024 we noticed the locking mechanism wasn't working properly. By the end of December, it stopped working completely, locking us out of our back yard. We had a tech come out and look at it. We were told it stopped working due to a defect in the locking mechanism. The locking mechanism is made by Renewal by ********, so we are at their mercy to fix it. The tech said it would take 2-3 weeks for the part to arrive and we would be able to schedule someone to install it right away. Not happy about the time frame but we felt we had no choice. We just received a text from the company saying they wanted to schedule us for the repair, in March, 2025. When we pointed out that this would mean we are locked out of our backyard for 2 and a half months, we were informed that it would take 4-6 weeks to manufacture the parts. March 10 is the soonest they could get it. For $130000 dollars I would expect far better customer service. This has been a nightmare and the customer service is atrocious. Given that they installed doors they manufactured with a defective lock they manufactured, they should repair it immediately. Expecting a customer to wait months for a repair that is due to their incompetence is unconscionable.

  

  Business Response

  Date: 02/06/2025

  We were able to connect with the customer on Monday 1/27, and clarify the delay was being driven by the part that was on order from the factory that would not be delivered until March.
  During our conversation we offered to the customer to come out immediately to provide a temporary solution that would resolve the current operational issues. 
  We performed a service on 1/28 to install a temporary lock bar which resolved the operational issues. During this visit we also identified that the customer was having issues with the exterior keyed lock cylinders.
  We plan to re-visit the property in Mid-March to install the new lock bar and new key cylinders. 

• Initial Complaint

  Date:01/04/2025

  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.

  Date: December 11, 2024 Amount: $15000/- (Fifteen Thousand dollars)The Business committed to:1. replace the windows. including necessary updates to the vicinity of the windows in question.2. The business committed that at the end of the project, I shall have replaced windows, replaced the cosmetic external features, inspected, and approved by the city of *******, **. The only thing I shall be left with is painting as ************ of today, no one is responding to my calls. The front of my home is exposed and unattended. I do not have a clue as to what to expect going forward. My calls to ****** ***********), and ***** ***********) are unattended.I have had been patient till, but a too much patience does not go anwhere.

  

  Business Response

  Date: 01/13/2025

  To whom it may concern:

  When the window installation for Mr. ********** began, we discovered visible dry-rot (included in the project cost) and structural dry-rot (not included in the project cost). We agreed to cover some of the additional costs for dry-rot repairs.

  The initial inspection with the city of ******* did not pass and required corrections. After making the necessary corrections, we passed subsequent inspections on January 2 and January 6, 2025. We then returned to complete the exterior siding (see attached photo) and prepared everything for the final city inspection.

  Our permitting team contacted Mr. ********** today to coordinate the final inspection date. As of this date, we have fulfilled the terms of our original agreement with Mr. *********** Additionally, to keep the project moving forward and compensate Mr. ********** in good faith for unforeseen circumstances and delays, we provided services and materials not included in the project cost. The total additional cost of these services is valued at approximately $8,500.

  We will follow up with Mr. ********** to ensure the final inspection is completed as soon as possible.

  Thank you,

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

  Field Installation Manager

  
  

• Initial Complaint

  Date:12/16/2024

  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.

  Renewal by ******** installed French doors without the necessary flashing on our balcony, then when the balcony leaked, the repair team came out and told us our balcony was leaning and we had to get our own contractor to repair it first. We consulted with four contractors who all said the balcony was not leaning and did not need repair--the problem was that the flashing was not installed properly around the doors. We had a contractor repair the leak and install the proper flashing and then called ******** back to reimburse us for the repair and asked for a discount on the job because of all of the problems we had with the installation process (see below). ******** sent someone back out to look at the doors and then we were told that because another contractor did work on the area around the doors, that would void our warranty. We never got a response about our request for discount or reimbursement and now the service team has stopped responding to our emails. Here are the other problems we had: 1. We had to wait several months for installation of the doors that Renewal said we needed, and then when the install team came out they discovered the wrong doors had been ordered, so we had to wait even longer. 2. When the doors were finally installed, the locking mechanism was broken and we had to wait for another service call to replace that. 3. We were told the windows in our living room would accommodate our pull-down screens, but the workers didn't measure properly, so the contractors had to customize panels that took longer to install. 4. One of our windows was measured wrong and had to be reordered and we waited months for it to be installed. 5. Another window had a broken lattice which had to be fixed at a later time. For all of these reasons, including the leak that we experienced this spring which resulted in the roof of our closet caving in, we're asking Renewal to take 10% off the cost of our windows.

  Customer Answer

  Date: 12/09/2024

  Renewal by ******** of ******************;
  **************************************************;
  o: ************ 

  

  Business Response

  Date: 01/02/2025

  We are in communication with the customer regarding their desired resolution, and our concerns for needing to complete any outstanding repairs through the warranty. We will work to resolve this with the customer directly as quickly as possible, and provide an update as to the status of this complaint by 1/10/25.

  Customer Answer

  Date: 01/05/2025

   
  Complaint: 22652191
  
  I am rejecting this response because: It seems to be the only option for keeping the case open so that we can continue to try to resolve the issues with the company. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/07/2025

  We have made an offer to the customer to replace the exiting door frame and weather stripping, this inclusive of completly removing and re-installing, and flasing the door. In addition we would reimburse/compensate the customer $1,200 for repairs the customer has paid for on their own. The customer states she will get back to us by 1/10. Customer indicated that they would prefer we not fix the present issues because the leaking stopped and just provide compensation, but in order for us to stand behind our warranties these existing problems need to be addressed, which we are taking full responsibility for. 

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22652191
  
  I am rejecting this response because: It is the only option provided in order to keep the case open until it is resolved.

  Below is our communication with Renewal Bay Area. 

  Jan 9 2025 to ***** *******: 

  Hi *****,
  Thanks for talking us through what Renewal Bay Area/Renewal by ******** would like to do to finish this job. We'd like to have you replace the flashing and the frame as you outlined and be compensated $1200 for the roofer we hired to fix the leak. Let us know a timeline for that.
  We appreciate that you are taking responsibility for the poor communication that we have experienced on this job. As mentioned, we have been back and forth with members of your service/customer service team with one problem after another for the past two years. Yours is the first acknowledgement to our request for compensation for all of the headaches we've experienced. While your refusal to do so is not the response we wanted, we do appreciate getting a response as opposed to radio silence. Just to put it in the written record, here again is the sequence of missteps done by Renewal throughout this entire process.
  For the windows, the project manager promised our third-party screens would work with Anderson windows and upon installation, when they were not going to be a seamless fit, the installers had to come up with a added piece of wood around each window that while it solved for the issue, is not as attractive.
  
  For the entryway window, the correct window was on order to what seemed like months after the initial installation of the downstairs windows.
  
  For the breakfast nook window, a piece of the framing was not installed correctly and was hanging from the window and had to be reinstalled.
  
  The French door sequence, as has been communicated, involved replacing the door twice once because it was the wrong size door had been ordered and another time when the locking mechanism was faulty.
  Renewal installed French doors without the necessary flashing on our balcony, then when the balcony leaked, the repair team came out and told us our balcony was leaning and we had to get our own contractor to repair it. We were not given any guidelines about how to do that. We consulted with four contractors who all said the balcony was not leaning and did not need repair the problem was that the flashing was not installed properly around the doors. We hired one of the contractors to repair the leak and install the proper flashing and then called Renewal to reimburse us for the repair. Your service team looked at the ***** and then ***** called to tell us that because another contractor did work on the area around the doors, that would void our warranty. The balcony has not leaked in all of the heavy rains we've had since the flashing was installed by our contractor. 
  For all these reasons, we were initially resistant to having Renewal back to repair a job that we believe was caused by your team, but we are willing to do so in order to finally use our balcony properly and maintain the lifetime warranty on the doors. However, if they leak again, we will be understandably upset and will seek further compensation from Renewal Bay Area. 
  As for the complaint we filed with the Better Business Bureau against Renewal, they only offer two choices--accept your offer and close the case or reject your offer and keep it open. We intend to keep it open until the job is done. 
  Thank you for your time and attention. We hope to hear from you next week about a timeline for the next step. 
  Sincerely, 
  **** ***** & ******* ******
  

  Jan 8 2025 from ***** *******: 
  Good Afternoon,
  
  
  Thank you again for taking the time to talk to me yesterday, I just wanted to follow up with you on a few things. I've attached the two warranties for your project, which include both the windows and door. 
  
  
  Per our conversation, our position is that the contractor hired to flash the door/roof did not do it properly. The flashing should never be installed over the top of the door itself as it damages/voids the warranty and is also not the proper way to do it. 
  
  
  However, I believe that we could have partnered with you better in the corrections needed or explained what was needed better. For that reason I will be reimbusring you the cost of your roofing invoice for the work that has to be redone. 
  
  
  In addition, we will reorder the frame so it is in new condition and is also warrantable. In addition, we will facilitate a contractor to work alongside us to flash the door opening and roof connection. Once complete we will reinstall the door as well to ensure it is done properly.
  
  
  As mentioned, our desire is to provide you a properly installed door that can be warrantied for the full duration that you paid for. As well as covering the expenses associated with the work done improperly. We cannot provide a 10% discount or provide a discount in lieu of completing this work as that is not the way in which we handle situations such as these.
  
  
  Thank you,
  
  
  

• Initial Complaint

  Date:08/13/2024

  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.

  Purchased windows in 2022 windows ordered were incorrect when installing they dropped a window and damaged floor (gave an extra window for free)In 2023 power wash windows since we painted our house. Water leaked through front windows. They came out and said the installers did not seal the top of the window.told them dinning window does not slide open. They said they need to shave off some part of the window because its not open enough. Worked only temporary. Still does not open easily.sliding screen door the paint stripped off. Called to get replaced. They came twice with incorrect size. Each time 30 day lead time.I called and spoke with manager jetting him know if the service. He came out and said this was not good. He would reorder the screen and ask for a rush. He said he will fix the dinning room window. And also clean the one in the kitchen. He apologized and said he will get everything fixed. I did not hear for on him in over a month so I followed up. Once I sent an email the installation called to schedule the screen door to get installed. I have not scheduled the important since this will be a 3rd attempt and I never heard back from the manager about the other issues. I see the renewal by ******** tv advertising everyday and they mention how great their quality is and their service. It is faulse in my option and they should not be allowed to give this terrible service.

  

  Business Response

  Date: 08/13/2024

  The management team has reached out to the customer and are working to resolve their complaint. 
  
  

• Initial Complaint

  Date:06/04/2024

  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 ordered a window and a sliding door totaling around $16k in March 2024. The crew came to measure twice and promised during demolition that my original door and window would remain intact in case we needed to reinstall it due to water damage behind the walls. In May 2024, the crew came to install the window and door, broke original sliding door during demolition, only to realize that the door they delivered was 2 inches too tall. To re-order a door takes about 4 weeks, but I have a baby due just before that. I was told I would be compensated, but no one has finalized compensation discussions with me. The cpmpany then charged my credit card WITHOUT my consent for their faulty work. I need someone to tell me ASAP so I have the option to switch companies if I choose due to their egregious error. I am not happy with the estimated $250/day for delays because I have to miss 3 days of work and have my house deep cleaned to prepare for the baby. My house was boarded up with plywood, then a broken temporary door was installed, but flooring was damaged during demolition, siding was damaged, deck was scratched, and now inside dry wall may need repair after demolition of temporary door. ***** promised the new door would arrive within 4 weeks, but its now 7.5 weeks and they will now be doing construction on my home after my newborn arrives home. I am not satisfied with the lack of communication and disregard for my time and baby's safety/comfort. Seeking further compensation for repair work, my time lost at work, and construction around goose prep area for newborn baby.

  

  Business Response

  Date: 06/05/2024

  We are actively working with the customer to resolve the issue. The customer currently has a temporary door installed. The replacement unit is scheduled to ship and be installed in Mid-July. We are also working to settle the customers compensation request.

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21800718
  
  I am rejecting this response because:

  Install manager ****** said door would take 4 weeks and be delivered in June and I would be compensated a starting rate of $250 a day. 

  i was then told the door would not be delivered until mid July and that $250 a day is "not a thing."

  I've been lied to over and over and am requesting 50% compensation of total contract price due to my inconvenience and themm more having to install a door when I am recovering from cesarean with a newborn at home.  I also have asked for confirmation autopayment is stopped on my credit card because I never consented to autopayments and they charged my card without my consent.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 06/06/2024

  Our management team have spoken with ********** and have resolved the compensation portion of her complaint. A follow-up visit scheduled for mid-July will need to be completed before this matter is completely resolved. This appointment will replace the temporarily installed unit.
  

• Initial Complaint

  Date:01/11/2024

  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.

  Ordered 12 windows from Renewal Dec 2022 for $50k installed May 2023 Issue 1: Frame of picture windows is rounded and bulbous and does not match the flat frame of the glider windows. Neither our design consultant (**) or installation manager (IM) pointed this out to us during initial planning. When we complained, we were told there was a flat-framed picture window option but it was protocol not to show it to clients unless they ordered casement windows (the most expensive type). We asked how we could have known if they didnt warn / show us. We were told we should have seen it in the renders from the **. We saw this one time on a small ipad during the initial high pressure sales pitch. We should have been alerted of the mismatch during the consultation and the final result is due to Andersens negligence.Issue 2: Negligent / superficial advice led us to choose a wood interior that is not stainable to our desired finish. We wanted the interior to be wood to match the style of our home. Both the ** and IM were in our home and helped us choose between pine and oak options. Our ** said we could stain either whatever color we wanted, and the IM said he thought we didnt need to pay extra for the oak. Neither raised the fact that Oak is difficult to stain to the color we wanted. The installed oak seemed rough and two separate stain companies told us sanding would be needed before staining, and neither company could match the color we wanted.Response to our issues: Andersen offered us a small refund without fully addressing either issue, provided we sign a doc saying that it resolves ALL of our issues with Andersen and that we agree not to disclose our issues or the resolution publicly. We rejected this because it didnt address all of our issues.Ask: We want Andersen to replace all existing picture windows with fixed casement windows and refund us for the amount we paid for oak interiors as well as replace with solid color interior finish or cover the cost of staining.

  

  Business Response

  Date: 01/12/2024

  The management team has reached out to ********** and are actively working with the customer on a resolution. 

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21130130
  
  I am rejecting this response because:

  Andersen has reached out and we will be doing an office visit with them and hope to get to a resolution soon, however this is not resolved yet so we cannot accept closure of this complaint.

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

  

  Business Response

  Date: 01/25/2024

  We had Ms *** come to our showroom last week to see if another style might resolve their concerns, specifically with the picture windows installed. Ms. *** and her husband decided we do not have another style to resolve their ascetic concern.
  

  They have requested a refund on those picture window units, which we agreed to provide with a re-stocking fee upon her returning the physical windows. Today, they said they do not want to return the physical windows. 
  

  We are currently in discussion with her about compensation and will do what we can to come to a fair resolution of this matter.

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21130130
  
  I am rejecting this response because:

  The Andersen representative offered a return if we gave the windows back--this would entail engaging a new company to install alternate windows before being able to get a partial refund for the Andersen windows installed. We reject this option because it would require significant additional funds to resolve our issues that we do not have.

  We are waiting to hear back on their compensation offer.

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

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair 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.

  We purchased our windows and sliders 2018 and additional windows in 2019. In July of this year one of the screen doors stopped working. Since then we have been attempting to get a service appointment. We have called on multiple occasions and every time we are transferred multiple times to multiple people. The responses range from we need to send you to the correct office for your area or to the warranty department or to service or to this manager or that. We went so far as to schedule another sales person to come to our home to see if we could get service that way. The gentlemen from sales made a call on our behalf to no avail, we called him back and now he no longer answers his phone either. Today alone we called and were transferred 11 times, sent back to the same department 3 times, had a dropped call and after calling back were sent to one of the same people we had already spoken to. The second round of calls alone lasted 43 minutes. Everyone promises they are going to get it taken care of. It sounds like a scripted response designed to get us off their phone and on to another person who doesn't do anything to resolve the issue either.******** breaks speed records to get a sales person out and get an order placed. However, their service is non-existent. We have one sliding screen door that will no longer open. We spent a substantial amount of money with this company because we believed they were reputable. We paid promptly. All we are asking is for them to repair or replace this one non-sliding screen door.It is concerning that they have an A+ rating and others will be lured into a false sense of security to do business with them.