ComplaintsforRenewal By Anderson

• Initial Complaint

  07/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered Renewal by Anderson windows and doors on 2/8/24. They were installed 7/27-7/28/24. I had plantation shutters on the patio doors. I was never told that the shutters would not be able to be reinstalled after the new doors were installed, only that I would be responsible to have them taken down before the installation. It would cost over $3000 to replace them, as the shutters I have cannot be modified to fit the new doors. The only mention of window treatments in my contract reads, Remove all blinds, shades or shutters before we arrive. We assume no liability for any new blinds or shutters: that includes fit, measuring and installation. All of these processes should be handled by a professional window treatment company.These are not new blinds or shutters. I had the shutters removed, as required, before the installation. I was informed by the installers, when asked, that the plantation shutters wouldnt be able to be reinstalled, and that it shouldve been stated in the contract. When speaking to a sales manager, that the contract only mentions new blinds and shutters, he informed me they were not liable. He reiterated that after talking to his director of customer relations as well. Regardless of the sales managers insistence that I was verbally informed beforehand, which I wasnt, and that they make extra efforts to be clear, which they didnt, it was never stated in the contract that my plantation shutters would not be able to be reused after the installation. I think this is a very devious tactic to get a sale. I believe Renewal by Andersen should compensate me for the plantation shutters, which theyve refused to do, as I now have to order new ones, and also amend their contracts to be explicit regarding shutters that cant be reinstalled.

  

  Business response

  07/10/2024

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

         Our contract does read as you state in your complaint, however it is being misinterpreted.  The contract you signed states we are not responsible for new shutters or blinds, which means if the current window or door coverings do not fit back the way they did previously,we are not responsible for providing new window and/or door coverings as you are requesting.  The actual age of the shutters/blinds is irrelevant.  

  Since this can be a decision-making factor in the purchase, our sales team is trained to discuss at the point of sale.  In your case, your project consultant went so far as to notate the conversation with you internally, and instead of conducting a remote measure as we would ordinarily,scheduled an in-home measure specifically to discuss this point with you again.  As I understand from our Installation Manager on your project, you were not present, and another party was there at time of measure. Fortunately, in your case most of the shutters on your project were able to be reused, however we understand that the door shutters were not.  However, as per the terms of the contract, we are not liable for the replacement of those shutters.

   

  Best regards,

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

  Director of Customer Relations

  RbA of ********************

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

  Customer response

  07/11/2024

   
  Complaint: 21935925
  
  I am rejecting this response because: The contract states:

  Remove all blinds, shades or shutters before we arrive. We assume no liability for any new blinds or shutters: that includes fit, measuring and installation. All of these processes should be handled by a professional window treatment company.
  

  If they were truly trying to be clear, and not misrepresent what is covered and what is not covered, not only would I have been told up front that the shutters would not be able to be reinstalled, but the contract would have explicit wording, such as, If the current window treatments no longer fit and cannot be reinstalled, then we do not cover new window treatments.

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

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase 2 entry doors by Andersen on October 8 2023 for close to $16000. They were delivered and installed by them on February 28 2024. Within 3 months, I noticed one door was not closing properly and reached out to the installer to come look at it. It took 4 attempts by me to get anyone to respond. They never did come out. Instead they asked me to send pictures. They said without ever coming out that the problem was not covered by their warranty and said it was an act of "nature" or suggested that I must have bumped it. I am a widow who usually goes in and out the attached garage so the Andersen door gets minimal traffic . It's never been bumped and the "nature" in this traditional neighborhood is typical Colorado weather. From my observation, the door was not installed properly but they never came out to see. Instead I was told that they would need over $700 to come out and fix the door. At my insistence they agreed to send someone out (in another month) but continue to say they will not cover the problem.

  

  Business response

  06/27/2024

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

        We are aware of the damage to the cladding of your ProVia door and have a scheduled service appointment with you on 7/12.  Our process is to acquire photos such as the ones you sent in, as well as conduct a virtual assessment called TechSee as we did in your case to expedite issues that can either be resolved without an in-person assessment or provide better insight into the situation at hand for our technician when they do visit.

  The photos you shared were shared in turn with the ProVia manufacturer that determined that the damage, based on the time that had elapsed since install and the placement of the damage, would appear to have occurred from something striking the cladding, thereby not covered under warranty.  Our in-person assessment may lend more, or potentially, different insight into the damage, and we will be happy to share that with the manufacturer after our upcoming visit.

  Best regards,

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

  Director of Customer Relations

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

   

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased windows from Renewal several years ago and since that time, my mailbox ****** is consistently packed with marketing brochures and letters which do not offer any avenue of unsubscribing. The email address to be utilized is not valid (email returned as undeliverable) and the website on this listing "cannot be reached".

  

  Business response

  06/11/2024

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

       Thank you for reaching out, and we apologize for the inconvenience this has caused you.  Your information was provided to our marketing team yesterday so they could remove you from all marketing lists, including direct mail and email/phone solicitations.  However, it does take a few weeks for the current campaigns in place to filter through.  If you have any further concerns, please feel free to reach out to me directly using my contact information below.

   

  Best regards,

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

  Director of Customer Relations

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

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

• Initial Complaint

  02/08/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We purchased with financing, 7 windows at a cost of $17,206.38. A large amount of money we committed to Renewal By ********(RBA) based on what we were told by specific sales personnel. We are first time homebuyers and wanted the best. We are seeking a refund from RBA for false claims on RBA services and products. A heavy portion of the premium price tag we paid, was for a level of service we never received.We were inconvenienced multiple times, multiple re-orders. Over 3 specific manufacture defects, requiring 3 separate installs. We had to manage the project ourselves due to sub contractors installing incorrect trim in the process. Over 6 months for the window install portion to be completed, multiple egregious errors on a 7 ************** for a ***** sq ft house. April **************************************************** late Sept 2023. Project was finally completed in Jan 2024. We signed a contract in Dec 2022 that the work would be correct the first time, and would be installed in 1 day. Full timeline available. We ordered in Dec 2022, after a product demo from *******************. We committed to purchase on 5 key points we were told verbally and agreed to by contract. 1) Best customer care and a commitment from RBA to go above & beyond. 2) As the owners, we would not have to deal with the install team RBA project managers would do this. 3) Only RBA employees complete the work from Sale to Construction no sub contractors, 4) The work would be completed in 1 day laser measured twice, ensured to fit the first time. 5) Advertised expectations of Hassle Free working with RBA. All 5 of these points turned out to be false, misleading, or a sales-oriented lie. Issues persisted across the entire RBA team, including ***********************, *********************, and others We asked for a discount, RBA only offered painters to fix visual errors. Zero follow through after we signed the contract. Quoted from ****, "I've never seen this amount of errors on a project before."

  

  Business response

  02/16/2024

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

         Your customer experience was certainly a poor one, which we sincerely apologize for   Our intent is always to complete our projects within the estimated timeline, however when situations arise on a project, be it product or installation concerns we will always work to stand behind our product and workmanship to make things right.  I have arranged a meeting with the department leaders of the individuals cited in your complaint to better understand what occurred on your specific project and what we need to do to improve our processes moving forward.  I will be reaching out to you directly early next week to discuss your experience as well as your compensatory request.  If there is a best ********* to do so that works with your schedule, please let me know.

   

  Best regards,

   

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

  Director of Customer Relations

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

  Customer response

  04/26/2024

  I did / do accept the businesss response. They reached out to us and made the situation right through a partial refund that we agreed to. 
  
  Im very appreciative of the attention and prompt response from RBA. Despite the obstacles, the windows are beautiful. ***** was a top notch professional who assured me future trainings would be pulled away from this experience. He also gave me the confidence that RBA stands behind their products. 
  
  
  Thank you again,
  *****

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The front entry door was installed June 6, 2023. After a few days it was obvious it wasn't latching correctly. I contacted them within the appropriate time frame to report the problem. They sent a repairman to my home to repair it, but after a few hours it was back to not latching correctly. The same thing happened 3 more times. In the process of all this, the outside frame buckled. Another repairman showed up to repair the buckle and the latch. The repairman couldn't fix the buckle because he couldn't find the piece in the warehouse, but assured me the latched was fixed. It was not. Yet another repairman showed up couldn't find the piece in the warehouse but had an extra piece that he was able to repair the buckle, but the latch could not be fixed because the whole time it was not the latch but the frame. I heard nothing from the company for 4 weeks. A week ago I was contacted and they were coming to replace the frame January 29, ****. It would have been appropriate to contact me in those 4 weeks let me know what the next steps were going to be. However, they didn't show up January 29th, I finally received a call from the installer and they couldn't find the piece in the warehouse to fix the door. I have heard nothing from the company. Everytime they have been to my home I rearrange my day, my time, to accommodate ********** time frame. I have been making my monthly payments to ******** because that was the big selling push at the time. Free financing for a year. While I continue to make my payments I have a front door that is not working correctly. I feel there should be some sort of financial relief because of the ineptness of the work and lack of communication. It has been almost 8 months of me trying to work with this company to get this job completed. Surely my time is worth something.

  

  Business response

  02/13/2024

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

         Thank you for taking the time to speak with me today.  We apologize that this has been an ongoing source of frustration.  We do have you confirmed for Tuesday, February 20th to finish your project and I will be reaching out to you that next day to close out and ensure everything has been completed to your satisfaction.

   

  Best regards,

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

  Director of Customer Relations

  RbA of ********************

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

• Initial Complaint

  01/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company sends misleading mail advertisements designed to convince people that an in-person inspection has taken place. The mail claims to be a ************** Door Assessment, that appears to have been completed on-site in ink, rating the quality of the homeowners current windows as poor. Of course the ink is actually printed, but more vulnerable recipients may be tricked into thinking a professional has assessed their windows and found that work is required. This kind of deceptive advertising is utterly immoral.

  

  Business response

  01/18/2024

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

         We understand you've spoken with our Director of Marketing *********************** in response to your concerns.  RbA methodology is to provide all homeowners with a full window and door assessment during their in-home assessment.  The direct marketing piece is a simplified representation of that assessment.  Should customers contact us based on that mailing piece, we describe the entire process in detail at that time.  *** has removed you from future RbA direct marketing campaigns and mailings.

   

  Best regards,

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

  Director of Customer Relations

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

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We signed a contact for window replacement with ***** by Andersen dba Window Warmth LLC ************************************ Unit 7 Denver ** *****; phone ************ - ********************* was the sales agent, on 8/24/23. I have been requesting a detailed statement on cost of materials as well as breakdown of labor changes. As of today, 12/11/23, they have refused to produce requested information. I simply want to know the cost of the windows as well as the cost of labor to install the windows.

  Customer response

  12/12/2023

  DBA: Renewal by Andersen

  Window Warmth LLC

  CO244783

  *********************************** Unit 7

  Denver ** 80223

  ************ is their phone number

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

  

  Business response

  12/19/2023

  ******************,
          We apologize it took so long for you to get a response back from your project consultant.  I spoke directly with him last week and understand that he has since provided you with an itemized breakdown by unit.  It sounds as if your installation manager ******* spoke with you as well.  As a full-service company, all material and labor costs are included in the cost of the windows and are not itemized specifically.  Based on the information received from the crew, it appears as though the installation went well. If there are any concerns, please contact us directly.

   

  Best regards,

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

  Director of Customer Relations

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

  Customer response

  01/04/2024

  Please excuse my tardiness in responding to your email. With the holidays and family commitments I did not look at your email.

  Please know that I am far from done in pursuing this complaint against Renewal by Andersen !!

  Their business model is a TOTAL SCAM !

  They absolutely refuse to give a detailed summary of materials cost and labor installation charges. They will ONLY provide RETAIL COST and then give me this ridiculous so called savings for choosing their company. They advertise on TV about their so called Special Pricing Offer if one responds before a designated deadline date.

  This practice has gone on for years. With little or no challenge to their business model and their smoke and mirrors tactics!

  If Renewal by Andersen is acknowledged by the BBB as a reputable company. BBB really needs to take a real hard look at them again!! 
  

  More to follow.

  I appreciate your time and efforts in helping to resolve my complaints. THANK YOU !

  This company laughs in the face of BETTER BUSINESS PRACTICES.

  Sincerely;

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

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

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

  Colorado Springs, Colorado 

  80907

  

  Business response

  02/07/2024

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

        We acknowledge your personal frustration with the way we conduct business.  We want our customers to be excited to do business with us and abide by a three-day right of rescission period to cancel any project post-sale for any customers that have second thoughts.  

  In your case, your project was completed in full without issue, and you were provided with the itemized breakout of the project cost by unit that you requested.  We bill our projects as a service so all labor costs are included in the project cost, but it is my understanding you have also been provided with a tax credit letter, which does show material costs broken out.

   

  Best regards,

   

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

  Director of Customer Relations

  *** of ********************

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

  Customer response

  02/10/2024

  BBB

  I ABSOLUTELY reject the message sent by *********************, director of customer relations for *** ******************** !

  BBB if you continue to rate this business RENEWAL BY ANDERSEN as a Top rated company. You BBB . will lose ALL CREDIBILITY with  people of honesty and integrity !

  I have been shocked by the countless number of customers who have done business with Andersen who were and continue to be scammed by their disgraceful business practices !

  Andersen  is the MASTER of the SMOKE and MIRRORS business practice!

  Whats even more amazing. They continue to get away with it !!!!

  These company needs to be investigated by the Feds . They are deliberately scamming people by their business practices.

  We fell victim to their scam initially but when I pressed for answers and actual costs of materials and labor charges THEY WOULD NOT SUPPLY THOSE NUMBERS. Everything they did give me RETAIL COSTS ONLY ! THEY WILL NOT BREAKOUT WINDOW COSTS AND INSTALLATION COSTS. Actual cost to me the customer ! ITS ALL PIE IN THE SKY !!! THEY EMPHASIZE THAT ITS A TOTAL PACKAGE DEAL !!  
  When ********************* , (project consultant for *** Colorado)  sent me his weak explanation of Andersen s business model  at the close of his letter he had this quote: The greatest compliment you can give me is an introduction to someone you care about.

  DO YOU BELIEVE THIS??!!!!

  I WOULD NOT INTRODUCE MY BITTER ENEMIES TO PEOPLE WHO KNOWINGLY SCAM AND DEFRAUD PEOPLE AS DO THESE PEOPLE. THEY DO IT DELIBERATELY. WITH FULL KNOWLEDGE AND INTENTION !!

  I WILL CONTINUE TO PURSUE MY EXPOSURE OF THIS HORRIBLE BUSINESS PRACTICE AND TACTICS BY RENEWAL BY ANDERSEN !!

  OPEN YOUR EYES BBB !!!!

  YOU ARE CONDONING THIS SCAM AND OUTRIGHT FRAUD !!

  SHAME ON YOU !!

  TAKE ACTION HERE !

  LOOK AT THE COUNTLESS FACTS OF THOUSANDS OF PEOPLE WHO HAVE BEEN SCAMMED BY THIS COMPANY!

  PLEASE  !

  Complaint: 20991252
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business response

  02/21/2024

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

         Attached are two documents for you - first, your itemized breakout of what you paid for each window post discount along with the standard production fee.  These are highlighted on the spreadsheet attached.  The second document is a tax credit letter.  The window costs are for the materials themselves, the remainder of the project cost represents the labor.

   

  Best regards,

   

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

  Director of Customer Relations

  *** of ********************

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

   

  Customer response

  03/07/2024

  The recent response I received from Renewal  by Andersen was TOTALLY INADEQUATE !!

  Its beyond me that the BBB continues to give this company such a high rating !

  The internet is filled with customer complaints regarding **********************. Evidently, NO ONE at the BBB is listening nor willing to investigate Andersens SMOKE AND MIRRORS business practices!

  I will pursue other avenues to expose Andersen for who and what they really are. TOTAL SCAM ARTISTS. The BBB is failing the general public by ignoring this issue !

  SHAME ON YOU BBB !!

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

   

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We own 19 Renewal by Andersen Windows. Late June 2023, 1 of our casement windows started leaking. I contacted their service department to schedule an appointment for installation to come out. Instead of coming out ********************* and I FaceTimed so he could get the serial number. I also texted pictures of the window following our call. He connected me to their ********************** The first appointment available was on August 21, 2023 (some 2 months out). Since then, 2 other windows started leaking. I texted **** on August 2, 2023 and provided serial numbers and pictures of the 2 window so he could forward to service to add to the service call ticket.****** came out on 8/21 and mentioned that all of our windows are missing drip beads which is most likely causing the windows to leak. He didn't have tools to repair as the tools are shared between 4 crews. He told me he would escalate and the ****************** would contact me within 1-2 days to schedule an appointment. I reached out to both **** and the ****************** on 8/24, ****** said either her or **** the installation manager would get back to me by close of business on 8/25. **** was going to send service another email to add the 2 windows to the service ticket. No call back. I spoke to ****** on 8/25, she was going to send a follow-up email to **** and was told he would call me. 8/29 after leaving voice message, ****** finally called saying that **** was working on getting materials ordered but couldn't provide a timeline for sending out a crew to fix, just that he would call me. It's frustrating that I can't get a definite date scheduled to have all 19 window fixed. Empty promises don't keep my hardwood floors from getting wet every time it rains. To make matters worse, I received a survey on Friday, 8/25 asking for my feedback where I asked for a follow up call to resolve.

  Customer response

  09/05/2023

  Renewal by Andersen finally got back to us via text message with a service date of 9/18/23 to install drainage beads on all windows. 

  

  Business response

  09/08/2023

  Mr. & ***************,

           We certainly apologize that additional work is necessary that could not be addressed during the earlier service visits.  It looks as though on 8/30 we confirmed a date to recoil all windows on 9/18-19 to ensure you no longer have any water infiltration issues.  Our team will follow up afterwards to make sure everything has been taken care of to your satisfaction.

   

  Best regards,

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

  Director of Customer Relations

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

   

• Initial Complaint

  08/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We purchased windows and doors in August 2022. They were installed in January or February 2023. Items were not installed appropriately. The installers broke the screen doors while installing them so they had to be reordered. A few days after installation when the wind blew screeching noises were coming through all the windows as they had not properly installed them. The first snow storm snow was coming through the French doors onto the wood floor because they had not been installed correctly. Screens on windows are not connected to the frame and there are gaps. Most recently when receiving rain water was coming in the storm door like a waterfall on to the wood floors. When we called we were told we needed to log the door. We are unable to get in contact with a supervisor. They were to come out 8-24-23 to repair some of the items and cancelled. The inspector came out and found multiple things wrong with the windows and doors which will cause them to need to be re-installed.

  Customer response

  08/29/2023

  The company has reached out and we have a plan in place to move forward with getting the repairs made.

   

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

  Customer response

  09/10/2023

  We are in communication with ******** Windows and they are scheduled to come out the end of this month to fix everything. Until we see how that goes we can't say if it has been addressed or not but we are hopeful.

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

  

  Business response

  09/20/2023

  Mr. & ***************,

         We are aware of the multiple concerns you have on your project and want to apologize for your experience to date as it has been far less than a favorable one.  We have multiple delivery dates for screens, hardware, and all of the various parts necessary for your entry door.  We are in the process of consolidating all of those, and then our scheduling team will be in contact to ensure everything is completed to your satisfaction during one final trip.  Once finished, I will be calling to make sure you're satisfied and discuss your request for compensation.  

   

  Best regards,

   

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

  Director of Customer Relations

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

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

  Customer response

  09/20/2023

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

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Six windows for our main level were purchased in April and installed August 15, 2023. We were told to remove inside window coverings and move furniture from windows so installers would be able to get to windows. We did this. Nothing was ever mentioned about removing outside shutters. We had upstairs windows replaced a few years previously and two of these windows had shutters.(These two large upstairs windows were replaced by a different company, not renewal by Andersen)Removing shutters was never mentioned at that time either. This company had no problem installing the windows and shutters were never removed or damaged. When these current Renewal by Andersen windows were installed on August 15th, the installer tore the 2 shutters from sides of front window and they completely tore apart ending up in pieces. The installer apologized over and over. He told me his boss would be calling me the next day to set up time to come out and replace shutters. I waited till Friday (3 days after install) and never heard from anyone. I called renewal and they said I needed to talk to my salesperson. I called him and he told me to contact the installers boss. His name is ***** and I was given his number. I called him and he started making excuses. According to him I should have removed the shutters! Really? This was never mentioned to me by my salesperson and was not in instructions(Shutters were never mentioned) These two shutters were to the sides of the window and should not have interfered with installation. My upstairs windows were replaced with no removal or damage to shutters(better company I guess). I sent ***** pictures of missing Shutters & the new windows. He said I could go out and buy new shutters and renewal would reimburse me but I would have to install them myself. I feel Renewal by ********* should buy the shutters and install them. Why should this be my problem? Windows cost me around *********, surely they can buy the shutters and install them.

  Customer response

  08/21/2023

  Address on Order is:

  Renewal By Andersen of Colorado

  ************************************ unit 7

  Denver, **.  80223

  phone: ************

  

  Business response

  09/06/2023

  *****************,
        We apologize that your shutters were damaged during the installation.  If shutters or window coverings have not been removed, we make every attempt to install without damaging them, however in the terms of your contract in clearly states that we assume no liability for any window coverings of any kind.  We were the same company that completed your previous installation in 2019, and the same stipulations were in place at that time as well.  Both contracts have been attached for your reference.  

  
  Despite that, we are still willing to reimburse you for the costs incurred for replacing the damaged shutters as was promised for terms of customer satisfaction.  We are not a shutter company, therefore purchasing and installing shutters would not be in your best interest. We understand that it places the responsibility upon the customer themselves to source and hire a professional window treatment company to do so, however it also ensures that you maintain the customer relationship with that company for any warranty purposes in the future.

  
  Once you have had those shutters replaced, please email me the invoice directly at ***************************************************** for reimbursement.
  
  Best regards,
  
  ************************
  Director of Customer Relations
  RbA of ********************
  *****************************************************

  Customer response

  09/11/2023

   
  Complaint: 20500550
  
  I am rejecting this response because: I want to respond to *****'s message 

  I am writing this response to the message sent to me by *********************, Director of  Customer Relations. 

  First I want to restate that Renewal by Andersen of Colorado DID NOT install my TWO upstairs FRONT windows that had shutters on both sides. These 2 front windows were repaced a few years before the ones in 2019 and I assure you Renewal did not install them.  Renewal by ******** did install three of my upstairs BACK windows (in 2019) none had shutters.  Because the windows are so expensive, I had to replace my windows slowly..... three seperate times.  1st time 2 upstairs front windows NOT installed by Renewal, 2nd time 3 upstairs back windows installed by Renewal and this last time 6 downstairs front & back windows by Renewal. I don't appreciate (how it came accross to me) ************** contradicting my original complaint that stated another company installed my front upstairs windows without having to remove my shutters.  The statement I made in my compaint is a fact.  I will repeat....The first window company I used(which was NOT Renewal by ********) installed my upstairs FRONT windows without removing the shutters and with no damage to the shutters.

  Second, The agreements do read that all window coverings are to be removed.  All my window COVERINGS were removed. There was nothing covering any of the windows.  We even moved all our furniture far from the windows so nothing would be in the way.  The outside shutters however I don't consider to COVER the windows!  They are to the SIDES of the windows for decoration not for covering.  I realize some people have inside shuitters used for window coverings..... they cover the windows and open and close, but these outside shutters do not cover the windows.!!!   I would understand having to remove inside shutters, however outside shutters to the sides of the windows are a different matter.  I understand also how companies can use these agreements to their benefit when something goes wrong.Shame on them!!!!  I was never told that the outside shutters needed to be removed.  

  My husband and I own a small auto repair company and when something unexpected goes wrong( as things sometimes do) and something breaks, my husband fixes it.  He doesn't tell the customer to take it somewhere and get it fixed and he'll pay for it.  If it is something he does not repair he will take it to a place that can do the repair work, pay for it and then get it back to the customer fully repaired.  He doesn't put the repair work on the customer. 

  I want to make it clear rhat I understand things happen and not every job goes smoothly.  The installers who came to my house were wonderful.  The job was originally a two day job but they were fast( got it done in 1 day), polite, cleaned up beautifully, did a great job installing the windows, and were very apologetic about the shutters.  When they left they said the lead installer(*****) would be calling me about the shutters.  ***** never called.  I had to call him.  He acted very unconcerned and basically said it was my problem. He said he was in ******* and didn't know when he might be able to come by and check things out so I took picures and e-mailed them to him.  He then wrote back and said for me to go buy the shutters and Renewal would pay for them.  I asked who would put them up for me.  I certainly don't know how.  He replied, you'll need to find someone.  I feel like even though Renewal is not a shutter company, they know people/companies who do put up shutters and should have contacted someone to come out and put up new shutters for me.  I feel this situation could have been handled so much better,  Just fix what broke. 

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

*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. ↩