ComplaintsforRenewal by Andersen of San Francisco
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Complaint Details
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Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I had 7 windows installed between 2021 and 2022. They all let in the air and water when it rains. My home temperature is between 49 and 61 degrees during the day. Wind is almost always blowing in from these windows through the gap between the sash and frame. The humidity is upward of 75%. Mold forms on the walls, furniture and the whole house now smells of the mold. The wall below on of the windows is disintegrating from too much water getting in. This is the second complaint that I have put in and they came out after the first one, adjusted the windows, but the air still comes through. It is so cold in my house after getting these windows that my heater can't heat it. The design of these windows does not work in my home. I want them replaced with a design that does not allow the air to come in. I have called numerous times and no one returns my calls anymore.Initial Complaint
06/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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. 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 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. Company then charged fraudulently my card without authorization for their faulty work and without fulfilling contract terms. Seeking refund of fraudulent charge and further compensation for repair work and my time lost at work.Initial Complaint
03/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In Aug 2023 I ordered 7 windows and a front door from Renewal by Andersen totaling $32,841. A salesman came to my house and demonstrated their windows to me and my boyfriend. He showed me how their windows are double glidewhen you unlock them both panes will slide to open. I said oh thats cool and the demonstration went on. I asked him about locks for the bdrm windows so that we could keep them slightly open and still feel secure that no one from outside would be able to open the window and get in the house. He demonstrated the window control lock and explained that it gets screwed into the window frame wherever I tell them to instal it. He said they cost about $100 each and I said I wanted 4 of them (2 bedrooms each with 2 windows). When production of my windows and door was complete installation was scheduled for Dec 11, 2023. About a month before that my neighbor invited me over to see her new windows and sliding glass door that had just been replaced by Renewal by Andersen. I asked her to show me how both panes slide and she said Oh we didnt get those. She did have the extra window control locks on her windows. After all my products were installed I asked about the window control locks and the crew knew nothing about them. I voiced my complaint to that installation crew, the scheduler and the installation supervisor. Turns out the window control locks dont work on the double glide windows. The installation mgr said it was my fault for approving the purchase order. When their cust survey was emailed to me I voiced it all. After reading the survey the salesman called me and I explained the situation. He said he told me I was purchasing double gliders. I told him he never told me there was another option and that by me asking for window cntrl locks he should have ordered the correct windows for me. He looked to see if I was charged for them and yes I was. I requested to speak to a mgr but have not been contacted. Those I spoke to said they will not replace.Initial Complaint
10/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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.
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Customer Complaints Summary
4 total complaints in the last 3 years.
4 complaints closed in the last 12 months.