ComplaintsforRenewal by Andersen of San Diego

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Andersen Renewal on January 5, 2022 to have $42,930 worth of windows installed in a home that we were renovating. However, the incorrect windows were installed. Andersen did not finish the job for two years - until December 27, 2023. There appeared to be chaos at Andersen ********** during this period. The employees who sold us the windows disappeared and the replacements were clueless. They scheduled a service visit and did not show up - however, they claimed that a service person had come and that they had "GPS evidence" for the visit. THIS WAS A LIE because our driveway leads directly to the windows and we were at the address (with the doors open) for six hours waiting. We did not appreciate such lies that blamed the customer for **********************************************' mistake. Then, when they made a new appointment, they arrived with the wrong materials again. They finally arrived with the correct parts and finished the job on 12-27-2023. This was 10 days short of two years. This set of problems cost us money and many problems due to the delays, which blocked us from finishing the renovation with other contractors and move in to our home for two years.

  

  Business response

  02/08/2024

  Hello,

   

  My name is *********************, Customer Experience Manager for **********************. I deeply apologize for the experience you have been having with Renewal by Andersen, this is not the experience we want for our homeowners! I will get this forwarded this to the ********** Branch so they can follow up with your concerns. 

  Customer response

  02/08/2024

  We will wait for a response from Andersen Renewal of **********.  We have communicated with them already.  They offered to reduce the total price by $1,293 out of $42,930 billed.  Having taken almost two years for Andersen to complete the project having been outright lied to concerning arrival of a service person (nobody showed) and wasting hours of our time waiting and dealing with Andersen's confusion, with a 3% reduction you place little value on your service.  We suggest that you value your service more and offer a 10% reduction.  Our main reason for contracting with Andersen was due to past experiences when we had an excellent experience.  Things went downhill in **********.

  

  Business response

  02/09/2024

  Thank you for your response! I will forward this request to the ********** location right away!

• Initial Complaint

  01/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On November 6, 2023, I ordered a replacement patio door panel from Renewal by Andersen of San Diego (****** **************** costing $853.10. The scheduled installation date of December 8, 2023, has been delayed three times. As of today, January 6, ****, the door still has not been installed. The most recent installation date I was promised is February 12, ****, which is nine weeks after the originally promised installation date. To resolve the problem, I would like for Renewal by Andersen / ****** Companies to no longer delay the installation and install the door on or before February 12, ****.

  

  Business response

  01/09/2024

  Hello,

  I deeply apologize for the experience you have been having, it is not was we want for you! I am committed to delivering a exceptional customer experience moving forward! When would you be available for a call so we could go over the concerns regarding this project?

   

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

  Customer Experience Manager 

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

  Customer response

  01/10/2024

  The desired settlement I requested is for Renewal by Andersen of San Diego to finish the job. The settlement offered by Renewal by Andersen of San Diego is to have a call. Per Renewal by Andersen of San Diegos request, I am providing my availability for a call, but that alone is insufficient for settlement. I am available for a call on Thursday, January 11 at 5:00 p.m.

  

  Business response

  01/11/2024

  Hello,

  Thank you for your response. I am very confident and committed we will get you to the finish line.

   

  If you prefer me not call that is fine too. I wanted to reassure you, this is top priority for us and will work diligently to get this resolved for you!

  Customer response

  01/13/2024

  Per the request of Renewal by Andersen of San Diego (****** ***************** I provided my availability for a phone call. (Please see my previous response.) I received no call from Renewal by Andersen of San Diego on the date I provided. The desired settlement I requested is for Renewal by Andersen of San Diego to finish the job. The job is still not finished. Until the door is installed on or before February 12, **** and the job is finished, I do not accept the response made by the business to resolve this complaint.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered replacement windows and doors from Renewal by Andersen and it is now several months since the installation and there remains issues that are unresolved. I have made several attempts to have them fixed and the job completed and I have been blown off with no communication from Renewal by Andersen in over two months even though I have sent emails and online requests. No response to any. There is a broken interior molding that was broken during the installation that has not been replaced or repaired. I have a torn screen that was torn by the contractor hired by renewal by Andersen to remove siding. The exterior trim has not been painted, nor has the siding that was replaced and I was told another contractor would be coming to color match.

  

  Business response

  12/12/2023

  Dear BBB,

   

  We have now completed this job on 11/3/23. 

  Customer response

  12/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 3 sliding glass doors from Andersen. Two of the doors leak and have not been fixed. I also ordered 2 locks which are inoperable and was told they would be taken off my bill. One was never installed. The credit was not issued. One door also has a broken lock. Despite repeated attempts to resolve customer service does not answer phone and does not respond to emails. They refuse to give me name and number of manager.

  

  Business response

  06/01/2023

  Hello,

  I hope this email finds you well. I am writing to express my sincerest apologies for the multiple issues you have faced regarding your recent purchase of three sliding glass doors from Renewal by Andersen. I deeply regret the inconvenience and frustration these problems have caused you, and I want to assure you that we take your concerns seriously. It is my understanding that the customer care team reached out to you today and scheduled the assessment on the leaking patio doors and the lock. Please be assured that we are committed to rectifying the situation and restoring your faith in Renewal by Andersen. We genuinely appreciate your patience and understanding as we work to resolve these matters to your satisfaction.

  Should you have any further concerns or questions, please do not hesitate to reach out to me directly at ********************** I am here to assist you and ensure that your experience with Renewal by Andersen exceeds your expectations.

   

  Sincerely,

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

  Customer Experience Manager

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

   

  Customer response

  06/27/2023

  This is concerning complaint ********. I was advised it has been closed but I was never given an opportunity to respond. The defects have not been corrected and the complaint should still be open. I hope I dont have to refine. Someone came to the house but no corrective action has been taken by Andersen.

  

  Business response

  12/12/2023

  Hello,

  It looks like we tried to reach out to you in November but weren't able to connect. Please give us a call back at your earliest convenience at ************** and we will be more than happy to assist you with any concerns you may have!

   

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

  Customer Experience Manager 

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

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 22,2020 we ordered a sliding glass door at Renewal by Andersen's showroom for $14,273.00 (inv # ***-2567). The sliding glass door was installed on March 5, 2021 and we were told the door is guaranteed not to leak and has a lifetime warranty. Our first heavy rain March 2022 we noticed leaks coming from the upper door frame on the inside (see pictures) and notified Renewal by Andersen. A tech came out and looked at the windows and told us it wasn't the doors and must be the upper windows above that needed to be replace. We then ordered new windows assuming that was the leaking problem and paid $6,273.00 (inv # ***-8554) on Nov 15, 2022 and installed Feb 28,2023. During the wait for the new windows the leaks were so bad we had the ************************* do a water test on the doors Jan 24, 2023. and he confirmed it was the sliding doors leaking. He got back to us and on Jan 31, 2023 we texted him pictures and was told he would have a crew come to fix the issue on Feb 4, 2023. No one showed up and no call to cancel appointment. To date the windows have been installed , THE SLIDING DOOR STILL LEAKS, and we haven't heard back from customer service, customer care, the *******, or the so-called team member. Those mentioned, know of the problem for over a year and haven't made any effort to communicate with us. We are worried our floors. walls and doors are being damaged with the moisture. We are at **** end!

  

  Business response

  06/19/2023

  Hello,

  I apologize for the inconvenience this has caused and for the late response! As soon as I saw this I checked in with the team and have confirmed we are now 100% complete. If this is not the case please don't hesitate to reach out and I will make sure to get your project done as soon as possible! Thank you very much for your time!

   

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

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

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

• Initial Complaint

  03/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally ordered 2 patio doors and 2 windows in August of 2022. They finally contacted me in late January 2023 for the installation. I scheduled for February because I work and needed to take time off for the installation. So come installation day the workers came knocked on my door didn't acknowledge me at all and just walked in didn't tell me anything or do a walk through like they were supposed to. They were there 8 hours and did the installation but left a mess on the grass outside my patio. One of the workers was drinking alcohol (a Modelo) because they threw the can near my patio. It was only after they left that I noticed a lot of poor workmanship and just sloppy work. Like the caulking was splattered at some parts and was not applied clean around the doors. Also I noticed ants started to come in from the bottom. I was told that there would be a seal so that would not be possible. So I told the customer representative this and he said that he would contact the installation manager to come by and check the work. Two weeks after the original installation he finally came and looked it over and said it was fine except for one board that wasn't cut long enough. I kept saying about how it wasn't sealed right but he said it was fine. I told this to the customer representative and I didn't hear anything until I had to email because they don't answer the phone or reply to my phone messages. He didn't acknowledge or apologize for the issues I brought up or for not even getting back to me in the first place. I am extremely disappointed in renewal by Andersen. I thought I was getting the best service and quality product and installation. Now I have to pay about $20,000 for this and I don't know what to do. I was expecting better. I am also considering taking legal action against this company.

  

  Business response

  03/30/2023

  Dear ***** *******,

   

  I'm very sorry to hear about the experience you are having with your project! We strive to provide an exceptional customer experience to all of or customers and I apologize we have fallen short. It is my understanding that you have been working with our Installation Supervisor to address these concerns. I also see that we have an appointment set for 4/24 to finalize the punchlist. I'm glad we are getting closer to completing your project and making this right! In the meantime if there is anything else you need, please don't hesitate in letting us know and we will be more than happy to assist you!

  Customer response

  04/01/2023

  It has been a week since I was supposed to get a call back from the installation manager.  The customer service representative said I would get a call back a week ago but I have not...

   

  Also,  this same Manager did not address my issues with the seal FROM BEFORE .  He told me it was "fine" but it is not.  I  don't know what he will be doing for that April 24th appointment.  AS I HAVE NOT BEEN CALLED BACK.

   

  I WOULD LIKE A CALL BACK FROM THIS MANAGER OR SOMEONE HIGHER.  I AM BEING IGNORED.  AND IF THEY DON'T FIX THE SEAL OF THE DOORS THEN I WILL ESCALATE TO SUING RENEWAL BY ANDERSEN FOR POOR WORKMANSHIP.

  

  Business response

  04/04/2023

  Hello,

   

  Thank you for taking the time to speak with me today! I'm looking forward to our appointment with Victor on 4/7 to address the additional concerns. In the meantime if you have any questions or concerns please don't hesitate in reaching out to me at [email protected]

  Customer response

  04/13/2023

  Victor did arrive and fixed some things on the outside frame.  But he didn't know how the ants were coming inside.  I am still confidant that the patio doors were not installed properly.  I would like someone to examine the doors to ensure that it was done correctly.

   

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a broken window pane replaced through ********** warranty service about 3 years ago. About 4 months ago noticed that the the replaced window pane had a different grid pattern and did not match with the other sliding window pane of the window. I contact them right away for replacement and since. Was given an installation date and time. On the day of Installation got a call 2 hours before saying the installer cannot make it. Tried to call for rescheduling but never got a response from them. I went to their office in person and spoke with ********, their one of the customer service rep. ***** out that they never received the replacement window panel from the factory. She promised that it would be re-ordered and let me know within a week. It has been two weeks since then and are not responding to my voice messages. I had purchased their product based on quality and lifetime warranty service. Feel I am being cheated and see that they do not care about their customers. I need them to replace the window panel with wrong grid pattern now. 4 months and more and they are not coming through. All I got was a hogwash and false hopes.

  

  Business response

  12/15/2022

  Hello,

   

  I deeply apologize for experience you have been having with ** so far. We have escalated this internally and will work quickly and diligently to resolve this issue. It is my understanding that Dom for our service department has reached out to you and given you an update on the progress. If you have questions or concerns please to hesitate in contacting me and I will be more than happy to assist you. Thank you for your patience and understanding! 

   

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

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

  Customer response

  12/15/2022

  I consider my complaint open until the replacement window has been installed. They have provided me with the same response saying the window order has been put and expedited but never followed up the order and did not respond to my inquiry. I cannot trust them until correct window has been installed. I can only consider full resolution of my complaint when the installation is completed. Thanks.

  

  Business response

  12/21/2022

  Hello,

  I hope this email finds you well! I checked in with the team and it looks we are scheduled for 1/31! While we wait for this service appointment if any questions or concerns come up, please don't hesitate to reach out to us and we will be more than happy to assist you!

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My parents signed a contract last year with Renewal by ******** San Diego, the installation of the windows began in Oct/Nov 2021, leaving one window to be installed. Unfortunately my mom *************************** passed away in March of 2022 where I have been taking care of the completion of the project since then. The 2nd window was ordered and scheduled to be installed in May 2022; however due to it being broken they were unable to install the window. The 3rd window was ordered again and scheduled to be installed in Sept 2022 but they didn't have the parts. On 09/19/22, the day the window was not able to be installed they stated that they were going to contact the manufacturer and call me back within **** business days. I spoke with them today and they have no update from the manufacturer and don't know why there is a delay yet again. I have spoken with several individuals with this company all giving me the run around on the final installation of this window. I have expressed that every time they order how inconvenient it is due to my dad having limited ability to speak in English but also me being in ******* and trying to coordinate for someone to be available for the installation. This project has been going almost one year. This company is a joke and do not follow through on their promises as well as ensuring the customers are taken care of. They gave us a 1k discount however, at this point nothing is worth it, if they don't want to make it right.

  

  Business response

  10/19/2022

  Hello,

   

  Thank you for informing us of the issues you and your father have been facing; this is not the experience we want for our homeowners! I want to make sure we make this right and get you guys to the finish line. Could you provide me with the address of the project so I can better assist you? 

  You can email me directly at **************************

  Customer response

  10/19/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************
  
    My response to them is as follows: 
  my parents address is: ************************************************************* 92139

  
  

• Initial Complaint

  10/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid a good deal of money to have *********************** April of 2021, and now in October of 2022, I am still waiting on a proper and complete install. We met with ***** early in April and we scheduled the install for August 29th. The day of the install went well, and the installers were professional. However, several problems arose during install. They included: four windows not correctly designed, which did not match the windows right next the them; one window cracked across the entire pane; one handle for a casement window broken at the base of the frame before install; one balance unadjusted allowing a vertical sliding window to fall open when unlocked; damage to window frames inside the house(drywall); a large hole in one of the screens; improper caulking inside and out, leaving gaps in the coverage for water intrusion, and a messy look from the inside; and finally the failure of the install team to complete exterior framing because of the design of my siding. On this last point I will confess that I understand that the installers would have needed to add hours to the install in order to complete the work, but I am fairly sure I paid for it. The installers promised to return with the correct windows and parts to fix some of our complaints. In January of 2022 I began communicating with *****, a customer sales manager, to who I outlined my complaints. Unfortunately, our corrections never happened. For reasons I do not know, ***** is no longer even reachable with ********. So again in March I spoke with customer service to have the replacement windows ordered. We scheduled a date in August 2022. This is when I met ******, who was amazing and corrected almost all of my issues. However, the company again failed to have two of the replacement windows. At this point I have one broken balance and one incorrectly designed window, and still not correction date. I need this job to be completed and ******** isn't even returning my calls.

  

  Business response

  10/10/2022

  Hello BBB,

  We are in touch with the customer about forward steps to complete the project and will follow up with the BBB when we are complete. In the meantime if you need additional information or have any questions please don't hesitate in reaching out and we will be more than happy to assist you!

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My replacement windows were installed by Renewal By Andersen (San Diego) and manufactured in Andersens ********* plant. They were installed over three separate dates between Oct. or Nov. 2021 and Jan. 2022; Of 16 windows total, 4 are defective with condensation in between the double panes, usually at night through the a.m. I had mentioned the initial problem on one window by email to Renewal and verbally to the sales man. There was no response at all and calls to the company after installation was over were not returned. Three more windows have the problem and I contacted the general Andersen Windows since their name is etched into the corners of the windows with serial numbers. My husband called the ************ and told the operator about the problem. After confirming our project by identifying our address, we were asked to provide serial numbers and measurements, indicated they were covered, instructed to call back with photos of the issue. I did so today, and said 2 more windows have same problems. The operator today also confirmed my address, and the serial #. I uploaded the photos to her and she put me on hold. She said she was going to transfer the call to a higher up. **** then discussed the issue again, and to send helpful info by email, recited my email presumably from her records and asked for a photo of a sticker inside the window frame, identified RENEWAL BY Andersen. She said that was a different ***************** to do with them. What? (It is a subsidiary) I challenged that, since they confirmed the project address & knew my email. I had been calm until then. She then offered to transfer my call there (?) even though I said twice that Renewal was not helpful. I called Renewal, sat on hold 30 minutes & then sent To voicemail. Nobody called back. I later found a number for Renewal limited ******************** scheduled a home visit for 10/26. The clock ****** ***** lack confidence they will take responsibility. We paid $46,000 for 16 windows.

  

  Business response

  10/19/2022

  Hello,

  I apologize you are having multiple issues trying to resolve your service request. I would love to set up a call to go over your concerns, what day and time work best for you?

   

  Please email response directly to *******************************

   

  I look forward to hearing from you soon!

*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. ↩