ComplaintsforRenewal by Andersen

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2014, I purchased replacement windows for $11,749. I started having problems with them almost immediately. I had someone come out early on but he was dismissive about the problems and suggested work arounds rather than fixing anything. The windows are under warranty for 10 years. When I realized a few months ago that I was coming up on 10 years, I contacted the warranty office. They took down my original information but from there, responsiveness has been absent. It took several phone calls to get an appointment for the repair work. One week before the appointment, I confirmed the date/time of my appointment. The day before the appointment, I was sent a text message (which I did not see until after the fact) rescheduling my appointment. They require appointments be in 4-hour blocks so it is super inconvenient. Either **** or ****. I'm a single mom so I cannot be here at 8am because I'm taking my kids to school. I cannot be here from 3-4pm because I am picking them up. *** doesn't care, though, it's all about them. So, I made arrangements based on the confirmed appointment date/time to be home from ****pm. At 4:30, I called the office but it was closed. I reviewed my emails but found no clue. I then saw the text from the day before saying the technician would arrive between ****pm. I wasn't there during that time but I don't really think anyone came by. No one called or texted me, there was no card or anything left at my house; clearly no effort was made to facilitate the work being done. Since then, I have left voicemails, I have sent emails and text messages. No one has called me. There has been no attempt to reschedule my appointment. A rep emailed me yesterday saying she would get back to me later in the day but she never did. When I emailed her this morning, I learned she is out of the office the rest of the week. This company is eager to rope in new customers and take their money (lots of it!) but has no intent of insuring a good product or service.

  Customer response

  10/13/2023

  The address I have is *********************************************** ** *****. Phone number ************. My original contact person was ************************ 

  

  Business response

  11/02/2023

  We have an upcoming appointment with this customer on 11/8 to address concerns, and are hoping to resolve issues at that time.

  Customer response

  11/02/2023

  I am rejecting this response because:  Despite the concerns I've raised, *** continues to be exceedingly unresponsive and hard to work with. The appointment referenced in their response was the one and only time offered me. I am a single mom and this appointment is during school pick up. I have made other arrangements for my kids and will keep the appointment since it has taken so incredibly long to get it but there was not even a conversation with me about when the appointment would be schedule. Given how they handle their business, I will not accept any response as final until the work has been completed and all my windows are in good working order. 
  

  

  Business response

  11/06/2023

  Thank you for letting me know how this was handled. I will look into it and work with our team to improve this process.

   

   

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/17/21 Renewal by Andersen installed a sliding patio door for $9,806. As of today, the issue of the door being difficult to open remains unsolved. They sent several technicians out to solve the problem, but no solution was found. The first guy that came out scratched our wooden floor and we were hesitant to have others come in, until many comments were made as to the difficulty opening the door. We complained to the company and another tech tried to fix the problem. Now they want to charge us over $100 for something that *** help. What happened to their 10 year warranty? One of the comments was "the door is too heavy". If that is the problem, why install it. I tried calling the original installation supervisor and was told he no longer worked there. I gave someone on the phone my address, and they hung up on me. What a way ro do business!

  

  Business response

  08/18/2023

  We are reaching out to the customer to schedule a time for our Supervisors to come out. It is my understanding that there will be no further charges and that service fees will be waived for this issue.

  Customer response

  08/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Andersen Windows AKA Renewal by Andersen replaced our windows back in May. During the first day of installation, the crew damaged our bathroom and other parts of the house as they were installing new windows. A repair crew came out a few weeks later to paint and seal up areas that were left undone. This crew, really only one young painter, was supposed to repair the bathroom where they damaged the shower floor lining and walls. This worker had no knowledge of how to repair the damage and his supervisor, who showed up later, gave him paint thinner to use without a mask or proper instruction of how to ventilate or make it safe for himself and us, the inhabitants. The young man got sick from the hazardous fumes and made my wife sick from the hazardous fumes. The young painter left shortly after getting sick and the company has not called back or addressed how they will compensate us for the damaged bathroom or my wife becoming ill from their hazardous and careless practices. This complaint is the step we are taking before finding a lawyer.

  

  Business response

  08/17/2023

  This customer has been called to resolve this issue. We offered to repair the damage estiimated at $800, plus another $200 for the inconvenience. They now are asking for $15,000 to $20,000 for a complete bathroom remodel. The damage sustained was to the shower. We feel this is excessive and are not able to comply with the request. We regret the damage and are willing to fix it or settle for $1000. 

  Customer response

  08/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  

  Renewal by Andersen may mail us a check for the repairs and inconvenience. We have alerted our counsel that we will be settling our case as long as Renewal by Andersen follows through with their payment.

  Thank you for your assistance!

  ***************************;

  
  

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been dealing with Andersen's lack of follow-through for the last several months on a window that has been leaking for years. A previous BBB complaint was filed but was prematurely closed when an appointment to correct the issue was rescheduled for April 10, 2023. Andersen did not show up for the appointment and when we called customer service the agent was unaware as to why no one showed up. After they investigated, they informed us that the window frame they ordered and received was not the correct size. They had this window for a couple of weeks and on the day of installation they noticed it was wrong(?). We were also told that they were having staffing issues. Fast forward they have a new person handling the install department and we contacted him and informed him of the issues. Supposedly another replacement has been ordered. It is now the end of May, and we have no clue when Andersen will have our window replaced and the water damage fixed. Our next steps are contacting the media (Call ******* or going to court which we have avoided because we want to allow them to stand by what they advertise about their service and warranty.

  

  Business response

  06/01/2023

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

  It is my understanding that we have you on our schedule for June 9th. We are sorry for the delays and hope to have everything resolved for you next week.

   

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with RBA to install windows and a sliding glass door in May of 2022. The install was started on Septmember of 2022. The install could not be fully completed because *** had the wrong door, 1 wrong window, and 1 broken window. Their sub contractor attempted to extort my wife into paying his boss for a repair (against the contract). They broke roofing tiles, used my own tiles to repair and then later told ** this has not caused the leak. They did not follow up to complete painting or sealing the door and left it open to rain for weeks. However they marked the project as completed on their website.In January they installed a different door in the pouring rain without drying anything, left a carpet hole, did not clean up, but did let themselves into parts of the house marked as do not enter. They still did not have the missing or broken window replacement pieces. Because RNA did not compete on time, the promised 2 years/0% financing expired.

  

  Business response

  05/08/2023

  ************,

  i have talked to our Operations Manager, ********************* about your complaint. He has told me he will be in touch with you to discuss what can be done to resolve these issues. Please contact our accounting department for more information on what can be done about the financing.

  Thank you,

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

   

  Customer response

  05/08/2023

  I am rejecting this response because: This is a completely empty response. ***** has been in charge of this install for more than 6 months. That is already in the email I provided. Zero progress has been made since January and the warranty repair has been open for over six months. ***** will not even actually confirm that the correct parts to repair problems were ordered in September, October, or January. I have even gone into the company office to meet with him. ***** texted Nov. 10, 2022 that he was "doing my best to get you project across the finish line". This reply did not mention any solutions, sets no timeline, and just reassigns the problem to the same person who has not completed it. That is not a resolution.
  

  

  Business response

  05/15/2023

  ************ is correct that there were product issues on his project and because of ongoing product backlog and delays that we are still facing from fallout from Covid-19, this has delayed finishing of the project for much longer than anyone, including **, would have liked.  We also had weather delays.

  As far as the roofing issue, here is what we have in our notes: 11/7 ********************* (who has worked as a roofer in the past) went out with a couple of installers and assessed the leak on the roof. The wall to roof metal nailed through the top row of tiles was pretty damaged. The prior roofers filled the damaged areas with caulking at time of redoing the roof. So many years later, the caulking is deteriorating and the wall to roof has gaps in the seams. The water is being collected in those areas and pouring underneath the cracks. Dry rot siding as well. ***** has pics of this and can send for clarification. WE broke 2 roof tiles and have told the homeowner we would compensate him for those 2 tiles. If ************ would like to see the photos, please contact the office.

  Here is the current status:

  5/25 appt scheduled to install 2 frames, 1 window, and 1 screen. The person to fix the carpet will also be there 5/25. 

  We completely understand the frustration of having continued delays and ordering issues. We are trying to get this project finished and are very sorry for all the inconvenience. 

  Customer response

  05/17/2023

  I am rejecting this response because: At this point Renewal By Andersen is simply making up information to appear to be responding to your request. There is no appointment scheduled for 5/25/23. The last contact I have from Renewal is an email from ************************* from May 8th and nothing was scheduled then and no one has reached out further. They are also misquoting the numbers of tiles they broke (there is actually no way to know the exact as their sub contractor only reported the information to us and to them after they had removed the broken tiles from the worksite). The subcontractor used at least a half dozen tiles. The Covid 19 explanation meaningless, as original order was placed in May of 2022. The original order of 26 items took only 4 months to arrive and now they say that waiting 7 months to obtain a warranty part is not their fault. Nor are they in any way addressing what will need to be done to correct the sliding glass door which represents almost 20% of the project cost. 
  

  

  Business response

  05/30/2023

  ************,

  You are correct. We did not have an appointment with you on 5/25. I was told they had saved the date for you. As of now, due to our inability to find a mutually acceptable date, we are looking towards the end of June. I know you have had some contact with ** as ********************* just told me that you cannot have ** out on a date earlier in June because you have prior plans. We will continue to reach out to find a date that works.

  Thank you for your patience as we work to resolve this issue and finish the job.

   

   

   

  Customer response

  05/30/2023

  I am rejecting this response because: The stories from Renewal get more interesting each reply. They did not have the appointment they said they told you they did (which they now say was not an appointment). ***** now seems to be saying that he knew nothing of the weekend goal until 5/18, when we had discussed that at length during a 23 minute call on 4/19 following up an in person conversation at Renewal on Jan 13th. They also say that the carpet was scheduled to be repaired, but that is not what their caller said when she called 5/18.  

  ***** is not "in communication" with anyone. I emailed him 8 days ago to see if all the work that needs to be completed could actually be completed at once and neither ***** or **** have replied.

  Renewal has all the pictures of the failing sliding glass door (20% of the entire project), but as you can see, they are not replying that that is on their schedule. They haven't even bothered to come out and look at it, so the belief that they can repair the damage caused by leaving it unsealed for weeks of rain in a single visit is not believable.

   

   

  
  

  

  Business response

  05/31/2023

  ************, ********************* sent you a comprehensive email yesterday outlining the work to be done. We are waiting for a date from you. We would like to schedule the carpet repair company to come at the same time, if possible. Please provide 1 or 2 dates that could work at your earliest convenience.

  Customer response

  05/31/2023

  I am rejecting this response because: Yesterday's email from ***** clearly states that the only action Renewal plans to take is to replace one piece of wood for the failing door (even though the entire frame was soaked with rain for weeks). He is certain that will fix the problem that he has never even had someone look at. Renewal can diagnose frame damage and all needed reapirs from a photo? He also is extending the schedule from 1 day to 2 or more additional days. Each time Renewal updates BBB, their story changes, but might be reasonable, if it didn't counter what they had previously replied..."We have an appointment....OK we don't have an appointment, but we had a day planned"...."We can do it in a day....OK. it will take multiple days". This is exactly how every conversation I have had with ***** has gone. He did not know how many tiles were damaged, but now knows exactly 2 (which is definitely wrong). He knows to schedule for a Saturday, then schedules for a Thursday. He agrees that an RBA employee will be there, not just a sub contractor, but that seems to be forgotten. He suggests to discuss financing after the project, when the contract says the balance is due at that point. None of these ideas match.

  I have asked multiple times to meet with RBA ********** management to settle matters and plan the next steps, and have been simply referred back to *****, who says he cannot handle those matters.

  So, the reply that would be most appropriate from Renewal would be "Management would be happy to meet with you and get this solved". Any reply just saying ***** is hoping to schedule something is just for BBB's benefit.

  Rich

  -----Original Message-----
  From: ********************* <******************************************************;
  To: ************************* <***************************************************;; **************************************************************** <****************************************************************>; **************** <****************>
  Sent: Tue, May 30, 2023 3:48 pm
  Subject: Re: Meeting request
  
  
  *******, 
  I hope this email is able to address your concerns and provide you with the necessary information. 
  After reviewing your checklist, we are confident that we can complete the door repair, kitchen window repair, library window repair, bathroom window installation, and screen door installation within a single day. If the schedules align favorably, we can also arrange for our carpeting specialist to visit on the same day. We have all the required products to complete the installation and repair process. 
  For the door repair, our plan is to replace the bowed pressure-treated sill plate at the bottom of the door. We believe that this solution will effectively address the issues you've mentioned. Once the installation and window and door repair are complete, we will schedule the painting of the exterior and interior of the library window and door. 
  Regarding the financing and reimbursement details, we would be more than happy to finalize compensation once the project is successfully completed. 
  To ensure a convenient scheduling process, we kindly request that you provide us with a day when you are available. We will do our best to accommodate your preferred date and communicate it to our carpeting specialist to determine their availability on the same day. 
  
  
  If there was anything else that was not addressed in this email, please let me know.
  
  
  Regards,
  
  
  *********************
  Director of Operations
  Renewal by Andersen of **********
  Ph: ************
  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Early 2017 windows replacement project began including a second-story master window. December 28, 2018, I began sending emails/videos of a leak to ********************* and various staff including ***** the construction supervisor, at the Renewal by Andersen ********************* office. After a windy rainstorm, a leak appeared in our garage at a section that is under the upper master window. When some sections of siding were replaced we discovered wood frame supporting the window showed signs of wetness and even rust on the nail on the trim. We had a roofing co. assess the leak and it pointed to the window. Andersen reps ********* came out to re-caulk the window. Seemed ok since there were no *********************** we assumed it was fixed. In May 2022 we replaced the siding of our home, took photos of the master window that still looked wet sent the pics to *********************, but no action taken. The new siding had extra waterproofing, hoping it would fix the issues. Strong rainstorms began in December 2022. On Dec. 27th I contacted our siding contractor about the same leak reappearing. He believed the window is the issue. Called Renewal, **** come out. He sprayed with a hose and water came in through step-siding and not the window. I called a contractor to inspect step-siding and roof again. His opinion is that the window is leaking. On January 1, 2023, I emailed **** and ***** about the leak and sent more pictures of damage indoors around the window, leaking water, mold, and the opinion of the roofer/construction professional. On January 5th we finally received an email from **** stating "...got this and will check on this tomorrow." To date, have not been contacted with a plan of action. Renewal claims to have a lifetime warranty on their windows and backs their installation process, hence why they are one of the most expensive products on the market. We want this window fixed NOW and we want all damaged structures to get fixed as well. We have lots of pics and videos available.

  

  Business response

  01/11/2023

  There is a discrepancy between what we are seeing and what the customer's contractor is seeing. We are reaching out directly to this customer to resolve this issue. 

  Customer response

  01/12/2023

  I am rejecting this response because:

  As I type, no one has reached out to us to give us an update, nor has anyone from Andersen attempted to come see the damage around the window indoors since I started sending pictures on January 1, 2023. Sounds like Andersen is in denial that the leak we are experiencing is coming from their installed window, despite being aware that we had a leak back in 2018 in which they came out to re-caulk and repair trim. Thereafter, the drought brought no significant storms so we assumed all was fine. May 2022, Northwest Ext. installed new siding, waterproofing, and flashing. Andersen seems to believe the water is coming through the new step-siding flashing, but that does not explain the damage that has appeared around the window trim on the inside of our bedroom that is not near the flashing and rain does not fall from the bottom upward.

  
  

  

  Business response

  01/13/2023

  We have emailed and a supervisor has called and left a message. 

   

  Customer response

  01/16/2023

  I Just went through and printed all emails from Andersen and the last email received was dated Jan. 5th at 5:18 pm, from ****** (see pic). I went through all my voicemails on my cell number, as did my husband, and we have no messages. Today, January 16th, I will email ****** and ***** and whoever else I can find at Renewal to leave our phone numbers. If this company has any integrity, they will contact us promptly instead of ONLY responding through this forum. Unfortunately, Renewal by Andersen is giving us no choice but to further escalate this matter. Incredibly disheartening.

  

  Business response

  03/24/2023

  We have ordered 2 units, which have just arrived. We are reaching out to the customer to get a date when these units can be installed. 

  
  

  What more would you like to know?

  
  

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

  General Manager

  Sales and Marketing

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

  

  Customer response

  03/28/2023

  I am rejecting this response because: Waiting until April 3rd (appointment date) to see if Andersen will remedy all damage caused by window leak. 
  

  

  Business response

  03/29/2023

  I am hoping the resolution to be provided on 4/3 will be satisfactory. There is nothing to be done in the interim that will move this along faster. 

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase5 windows, with a 5 month eta. In August 3 windows were ready and installed without issue. Now the other windows with new construction has not been completed because the window was damaged when they went to unload it. There was a miscommunication two weeks prior, they sent a crew with my window who had no idea there was a rebuild of the frame etc. planned. They did not have the equipment, scaffolding, drywall etc to complete the job. In addition the crew that arrived, ***** crew was not the crew I was told would be arriving, that I had requested, the first original crew, ****** and his team knew the job. So I had to call and reschedule, no one called me to reschedule. Very frustrating, then ****** arrives and the window frame is cracked. Could it be cracked/broken because of traveling twice to my house? in addition ****** couldnt find my windows right away and was over an hour late because of that. Ive been patient but they have been paid in full for all windows since August. I called again to speak to a manager, no one called me, it was their error the first time, not sending the crew requested who new the window job required and now the window/frame is broken. I was told it could be 2-3 months. I have called twice now and feel put off. I want some compensation for this delay/error on Andersens part. I have asked twice now and its been another week. I am asking for an artistic etched design as compensation, both ***** the manager and the office staff say this has been done before but it is up to *****. Its been two weeks and no one has called me about the compensation or eta of the new window. This is horrible customer service. I would like to know when my window will be arriving, if I can get a different glass w smartsun technology as I ordered, paid for and if I am getting a brand new window, made at the factory? Simple questions, yet no one calls back, I should not have to keep calling, I left yet another message today.

  

  Business response

  10/25/2022

  There definitely was a problem with communication on this project. My understanding is that we have finished installation and are now talking with the customer regarding what the next steps will be. Unfortunately, we are experiencing issues with our product supply and are unable to guarantee that everything from our manufacturing plant in ********* will arrive in perfect condition. When products arrive broken, it does take extra time to get the product re-ordered and manufactured. Everything we make is custom made for the homeowner's specific window or door opening. We are constantly trying to improve our outreach to our homeowners. 

  Customer response

  10/25/2022

  I am rejecting this response because: They are not in communication with me, I have been waiting weeks for a response to my request to change the glass type to an upgrade, no one has reached out.  The window was brought to my house twice due to their poor communication skills.  Now its damaged.  This is possibly the reason it was damaged.  They do have control over communication.  I would like a new glass type substitute as compensation for their horrible customer service and error in not being prepared.  This is my master bedroom window, I moved my entire room around took down all of my curtains etc. in prep for this window.  Now Im waiting 3 more months, I already waited 5 months.  I do not think a glass substitution is too much to ask.  Someone should have called me by now.  Respectfully 
  

*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. ↩