ComplaintsforRenewal By Andersen of Kansas City

• Initial Complaint

  06/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed a contract with RBA 12/12/22 for window replacement with **** ****** $44,468. expected windows installed by March 2023. On 4/27/23, emailed to inquire the status, with no reply & second email on 5/4/23 to inquire again. He called & admit they failed to communicate, required i hire a foundation company to ensure no foundation problems. I completed this & sent the document on 5/25. I was given an estimate it would take 2 months to get the windows installed thereafter. On 6/27/23 I emailed to inquire status, no reply. 7/4/23 I emailed again. 7/7/23 **** replies that he got approval to move forward (which means the order hadn't even been placed and would take now 2-3 more months of waiting to get them made & installed). signed a new contract 7/10. had to ask for manager to adjust my account balance or comp me for the time and delays due to the lack of and miscommunication by RBA. **** ******** replied to me on 7/26 to offer an upgrade of the window color at no charge for my delays. would also pay foundation fee. I agreed. On 9/22/23, ***** ***** emailed with install date of 9.29. Unfortunately RBA had to reschedule due to windows not being ready, reschedule 10/16/23 for install. was told install would take 1 day (9-4pm) 10/16, the installers arrived, began to remove 2 old window units of my home, and realized the colors of the new windows were wrong, not what I ordered. **** sent final invoice 10.16. I emailed **** and asked for rectification, nothing was discussed. 12/8 RBA reached out to schedule install date of Jan '24. Dec 11 another install attempt, but another color mismatch. I refused to move forward til management contacted me about refund or comp for the delays. *** called but no comps til project complete. I asked for management to contact me. *** & ***** visited me 12/22 & offered $2000 including foundation fee not knowing my whole story. I still haven't received any refunds. final install scheduled Dec 28 and took 3+ days.

  

  Business response

  06/20/2024

  We appreciate the customer's patience with us as we worked through process improvements as well as pre-existing conditions at her home. Our recent conversations with her indicate her concerns have been resolved. We stand ready to address any unknown outstanding issues or future service needs. 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/29/2023 we ordered a sliding door to be installed by ****** ****** LLC d/b/a Renewal by Andersen. at this time we gave them 3,433 dollars. On 6/20/2023 the slider was installed and we paid the remaining 3,432 dollars. At that time we were happy. Shortly thereafter we began noticing issues. We made the company aware and they did respond. It wasn't until we started noticing SERIOUS issues and started asking SERIOUS questions about our concerns, that the company shut down. They began attempting to convince us it was the glass and NOT the hole I had discovered 1" by 6' along the exterior of the house where their installers had removed siding without our knowledge or permission. They finally put a patch on this on 10/23/2023 and maintained it was the glass. Regional Director of Operations, ***** **** and General Manager **** ****** were physically present and witnessed the "repair" were physically present on this date. We continued to have issues and I found that a hole was also cut through the floor and subfloor and which notched no less than six floor joists, in addition to the exterior damage. ALL of this was done during the original installation. The company has refused to honor their contract after violating it by doing this extra damage outside of our contract. They voided the contract without cause after being told the amount of damage. They claim ****** is another warranty provider for claim, but they have never done business with Birner Kansas LLC d/b/a Renewal by Andersen. This company has lied in its contract and violated its contract. They do extremely unethical business, similar to carshield. I have extensive proof of damage and unethical business practices.

  

  Business response

  06/12/2024

  A release of contract and full refund has been offered.

  Customer response

  06/14/2024

  Birner Kansas LLC d/b/a Renewal by Andersen has blatantly disregarded our mutually entered and agreed contract. They refuse to honor their warranty. They did EXTENSIVE DAMAGE TO OUR HOUSE and we can/ have proven it. If we had not paid in full, they would expect us to pay. However, they seem to feel that the contract does not really apply to them. This is not surprising considering they openly and intentionally misled consumers through advertisement and the contract itself. This business is EXTREMELY unethical and will continue to defraud consumers to enrich themselves. We want this point made to consumers because it is more than likely we are not the only ones that are having issues like this. Please look into them hard... but we also know what  carshield did and what a horrible company they are. In our opinion, our experience with renewal is right in line with what carshield does. 

• Initial Complaint

  12/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  1 year ago. On November 29th of 2022 I signed a contract to have a patio door installed. It was supposed to be installed on March 14th. They came with the door and the door was two and a half inches too short in height. They took the door back and said they would make a new door and install it in April. They gave me a date of the 24th. The 24th came and went. No one called. No one contacted me. I tried calling them several times to no avail. I tried emailing them to get someone to call me back and no one did. Finally, at the end of May beginning of June the salesman called me and said they were ready to do the installation. I spoke to the salesman on the phone and after all this time I had some hardships transpire. I told them I could not accept the door. I could not pay for the door then I was having some hardships and medical issues and the salesman told me he would take care of it. A month went by and I received a letter and they were threatening me telling me that they had tried to contact me by phone several times which was not correct. Now they want to charge me a late fee or breach of contract fee for almost 1,700 that I cannot pay. Still no one has called me. They just put that fee in my loan account and no one has called me and no one will answer my questions. And every time I try to call them I can't get anywhere. They'll say we'll have someone call you in a couple of days and then no one calls me. It's been a year. And I will not pay for this door because these people have done nothing but jerk me around for a year. No one wants to answer my questions. No one wants to answer my phone calls. Even ***** ***. The loan company that they use tried to contact them and they had no luck as well. I'd appreciate some help with this. I'm a senior citizen and I believe that they have taken advantage of me.

  

  Business response

  12/11/2023

  We are so sorry that this project did not get installed initially as planned and wanted to make sure we had the appropriate door for the opening. As the door was a couple inches short and the homeowner did not want to reduce the size, we reordered the door on their behalf.

  On 23 March 2023 our Production Manager spoke with the customer concerning her desire to cancel. Based on where we were with a second door already in production we could not cancel at this time. However, payment terms were the primary concerns at the time and we tried helping with finding a lending institution who would offer a lower payment for the client.

  We can accommodate with either installation of the contracted door or cancellation fee equivalent to the deposit received thus far. To schedule this or inform us of a final cancellation please reach us at ************.

   

• Initial Complaint

  03/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Upon requesting a cancellation of service/job from the Renewal by Andersen for work not yet rendered on February 11, 2023, the staff at the local office have resorted to hostile treatment towards me for my repeated directives to cancel the pending job. Additionally, numerous phone calls to the RBA headquarters have proved futile. I made outgoing phone conversations with the RBA headquarters weekly since February 11, 2023, to which their staff assured me that my job would be cancelled and I would be forwarded onto their Home Resolution Team for processing the cancellation. It took the headquarters Home Resolution Team a entire month before they arrived at their decision that they "cannot remediate the situation, despite corporate customer service staff saying that it will." It should be noted that this pending job has not been installed and I have cancelled/closed my account with their financing partner. The company has harassed me in a masterful way, whilst providing woefully inadequate customer service, steeped in deceptive and hostile treatment tactics to make me feel as though I am entrapped upon requesting job cancellation. This has culminated in complete erosion of any trust that I have with their company and I have no desire to do business with their company ever again.

  

  Business response

  03/17/2023

  On 12/16/2022, the homeowner approached us at a local event and scheduled an appointment to have his windows inspected. He claimed his old windows were drafty with possible condensation problems and seal failure.  The initial appointment was scheduled for 12/17, but due to a conflict with his schedule, he had the appointment moved to 12/19. On that same day, he entered into a contract with us to replace nine window units. On 12/21, our Installation Manager met with ****** to review the scope of work, the specifications of the units ordered and to attain measurements for the purposes of ordering. During that meeting a timeline was given on when the project would be ordered from the factory and expectations of when the project would be installed. The order for the replacement windows was placed with the factory by us on behalf of the homeowner and per the contract on 12/27. On 01/05/2023, returning our call, the homeowner confirmed an installation date of 03/28/2023 with all indications that everything was moving as expected.
  On 02/16/2022, we received notice that the homeowner wanted to cancel his agreement, well beyond his right to rescind and after we had invested in his custom product and project. Unfortunately, the contract was not able to be cancelled at the point that the homeowner expressed a change of mind. At no point has this office or the corporate office indicated that we would be able to cancel the agreement without cost. However, as we are in contract, we have tried to reach out several times to find resolution without any response.

  Customer response

  03/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: 19611749
  I am rejecting this response because: I am providing a response to the business I have filed a BBB complaint against on March 16, 2023 and wanted to elaborate more on the details regarding the circumstance and provide clarity to their response, as well as correct some factual inaccuracies they have stated.  On December 9, 2022, I reached out to a two-person team tabling at an event that I was working at to receive more information regarding Renewal’s windows and to schedule an appointment to meet with someone, not December 16, 2022, as the business has stated in their response.  On December 19, 2022, a salesperson from Renewal came into my home to provide a presentation on their product.  It should most importantly be noted that upon completion of the presentation, with another family member of mine serving as a witness, the salesperson used high-pressure sales techniques as he saw that I was wavering in my decision and was telling me that I “could be granted a few more minutes to make my decision that evening, but he would have to check with his manager” and to “keep in mind that discounts provided to your purchase such as the sales presentation discount will go away if you do not decide at this moment.”  After going back and forth with the individual regarding the numerous questions that I had regarding the purchase, financing terms, and the product itself, I told him that I thought that I would like to go through with the purchase, to which the salesperson remarked back to me that “if you are not 100% sure, not to go through, as the sale is tied to my income.” After he left and walked towards his car with his items, I thanked him for his time and his response back to me was “absolutely, thank you and please don’t hesitate to reach out to me during this process. What did you think that I was going to do? Sell you windows and never respond to you again?”.  On December 20, 2022, the customer care representative from Renewal reached out with a “Welcome” email to which the body of the email stated that it was their goal to provide a “10-star” experience and that an individual would be out to conduct a tech measure on December 22, 2022.  In the closing of her email, it also states to “not hesitate to call or text with any questions.”  On December 21, 2022, a woman representing Renewal came to my home upon asking if I had early availability and performed her tech measure. After time elapsed since the at-home visit and tech measure, the way I settled on my decision with Renewal upon the particular salesperson’s speech and the greatly off-putting remarks this individual stated in the at-home appointment did not settle well with me.  In the short time I have owned my home in Kansas City, I have had other non-window sales individuals come into my home and provide a positive experience that did not lack professionalism or off-putting comment’s about how this project would provide for them financially.  Having figured out that my experience wasn’t an ordinary one, I became infuriated that I was doing business with a company that claims that their values and customer service are at the top of the industry.  This, coupled with reading reviews regarding this particular Renewal’s lack of professionalism and product quality that doesn’t match what they were led to believe they would be having installed for the price in their home made me reach out to the customer care representative who made it clear in the past “do not hesitate to call or text with any questions” to cancel the order.  This initial cancellation email was sent on February 11, 2023.  On February 13, 2023, this individual reached back out to me stating that “no cancellations can occur” and that the order was much too far along.  I responded to her on February 13, 2023, once again stating that it was my expressed intent to have them cancel the order so that this would be once again captured in written form.  The customer care representative responded once more stating that was not something that could be done.  An attempt was made to reach me via phone by the salesperson on February 13, 2023, but I did not respond, because if I was treated as hostile as I was by the customer care representative, what would change between that individual and the salesperson?  I was not going to have my decision to cancel swayed by this individual who came into my home and provided questionable sales tactics to initially gain my business.  It was at this point that I determined that I would begin to reach out to the Renewal headquarters in Minnesota for assistance in resolving this issue and to once and for all cancel my order by avoiding the local team on February 13, 2023.  It should be noted that on February 13, 2023, I reached out to the company providing the financing for this project, ********, and canceled/closed my funding account with an official letter sent to me in the days after, meaning that on this date a funding mechanism for the purchase no longer exists for Renewal.  Despite my desire to avoid the local team in seeking a resolution, in the days after February 13, 2023, they forwarded me on and thus received a phone call attempt and email message from a leadership team member of the local team on February 16, 2023.  Additional calls were made to the Renewal headquarters on February 23, 2023, and March 6, 10, and 13, regarding the status of my case, stating that financing has been cancelled for the project, and when I might expect to hear back from their Home Resolution Team.  Each conversation ended with hearing back that this will be resolved and that I would surely have my order cancelled and to wait on response from the Home Resolution Team for additional details.  I was also led to believe that each of the conversations would be recorded which provided me assurance that I was indeed progressing towards complete cancellation.  On the March 10 phone call, I requested that I be provided a list of dates I called their office and was provided a list of incoming call dates made by me up to that date.  On March 14, 2023, a member of their Home Resolution Team finally reached out to me, leaving me a voicemail that can be summarized best as “there is nothing our team can do regarding your case and your request to cancel” and that any further communication “must be directed at the local team,” providing me no opportunity to present my case to them from my ongoing experience with Renewal. This voicemail added further fuel to my frustration, as it marked that it took well over an entire month for them to reach back out to me, just to state that I would need to work with the local team for a resolution.  Furthermore, their lead safety contractor who the local team has required to contact me, which at the time of this response, has been nearly every single day for the past two weeks, has added yet more frustration to this situation.  As a result of this company failing to live up to its “10-star” experience goal and my expressed intent to never allow their windows to touch my home, I reached out on March 16, 2023 to the BBB and the Missouri Attorney General’s Office to file complaint regarding this company and their lack of professional decorum and customer service stemming from being subjected to inexcusably-inappropriate high-pressure sales tactics at the beginning of the sale and hostile treatment resulting from my intent to have the contract canceled at the end.  After receiving the BBB response from Renewal on March 17, 2023, I called the Renewal headquarters to request additional information regarding their phone recording policies and records of when I called their office, to which the customer service agent told me that he “has no idea which calls they record” and that he wasn’t able to provide me a record of my contact dates, to counter the local office’s claim that I have made no attempts to contact their company.  This company has provided nothing but a duplicitous experience for me and I will never do business with them again.  Regards,  ***** ******

  

  Business response

  03/20/2023

  This is a breach of contract by the customer. We are due the entire amount of the agreement according to the contract, however, considering no product has been installed, we are willing to reduce the amount owed in an effort to come to an amicable resolution.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm not even sure how to begin. I have had so many issues with Renewal by Anderson. I continue to get their flyers, and see thier advertisements and I'm just totally ‘out done’ by what has happened to me. I purchased 3 sliding patio doors from them. 1st of all the salesman was professional, kind and nice, but somehow we ended up with financing that I wasn't really happy with. But that a done deal, not much else to do with that. I got that financing; I wish they could have done me better... So now the sliding windows got installed and I was pretty much happy, of course the trim wasn't painted and that's kind of stuff but… OK.. Then the troubles began.. Leak after leak... drip after drip.. Raining on the inside of my windows ruining the drywall & trim, soaking the carpet. They did come out do some repairs then we thought we were done.. I had the drywall repaired, carpet cleaned, repainted the trim... then... leaks again.. & AGAIN!! I think the water leaks have now been completely remedied. But still no restitution, for what it all cost to fix the drywall, paint and even vacuum and clean out the wet carpet. Then my upstairs window/door. was whistling and blowing air in.. my curtains were even moving.. They came out and "fixed it".. I'm so frustrated. The window still leaks air, not as bad. it's still whistles that too, not as bad. And one other issue the screen no longer closes I'm not sure what happened there.. At this point I' am sending them "this" letter, but I will also be sending this copy of this letter to the media and maybe even Better Business Bureau. I cannot tell you how frustrated I am. I have asked them to come take the window out and I'll get one from ***** or something it truly couldn't be any worse. They need to make it right... Give me a credit for something. help me do something !!! $18,000 does not come easy to me. And I shouldn't have to fight so much for something to work right. END OF STORY! Help please : -)

  

  Business response

  02/25/2023

  Unfortunately, we have been unsuccessful in getting return phone calls from the homeowner and her email no longer works. We absolutely want to address issues of water or air infiltration that may be caused by the products we have installed and want nothing more than for her to be pleased with her purchase. Once we hear back from her we are ready to elevate attention to this matter.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Has to be some of the worse professionalism I’ve seen from a company that charges such a high service and promises top quality work. I paid somewhere around 10-12k for French doors to be installed. Started off professional and communicating up until the install was done. Within days the exterior door handle fell off. It has been almost a year if not more and they still haven’t replaced it. And I mean the back door is completely unusable. One day the knob fell off and I had to climb through the window of my own of my home just to get back in. Pleasant to do after spending so much on a door. My problem is the fact it’s been just over a year and I’m still dealing with this. Initially I called them and they stated they had to order the part and it would take a month. Which is fine. However, they called me and cancelled the day before due to someone being sick. Then they NEVER called me back. So then we call again and she states they have to order the part which would take a month which hardly makes sense considering the previous call. Then I never heard back. Then I called again and left a voicemail and never heard back. I am still dealing with this. But I would never use this company or recommend them again. It seems as though they only care about some of their customers, Definitely not all. And with them being aware of all this and attempting to contact recently I have not been offered any compensation or anything. I’ve just been stuck paying for a 12k door I can’t use and apologies.

  

  Business response

  12/20/2022

  We appreciate the feedback, giving us a chance to correct a reporting issue in our system. Upon receiving this notice we jumped right on your service and had it resolved in just two days. Hopefully, your direct interactions with our team have been respectful and professional and your door is finally in proper working order. We value you as a customer. If there is anything further that we need to address or if you need anything in the future, please don’t hesitate to reach out to us at *************

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted Renewal By Andersen to place new windows in my home. It cost me 22,000 dollars. During instalation, the installers taped plastic to the floor in my living room and bedroom. When they removed the tape, they also removed the finish to my wood floors. For 7 months they have been coming out and looking at it, over and over. They tried to fix it themselves and really messed that spot up. They then had a professional floor company come out to give them a quote on fixing it. The professional floor rep said they would need to do the entire floor or it would look like a patch job. I also had a company come out and they said the same thing. I have been patient but, running out of it. They do not answer my calls anymore. I did not ask them to tape plastic down. I want my floors restored. Can you help me.

  

  Business response

  10/10/2022

  An unfortunate situation with low adhesive painters tape. However, as the customer has pointed out, we have made several attempts to repair and have a plan to completely resolve the issue nowTell us why here.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2021 Renewal By Andersen replaced 24 windows in our home. Within two months of installation, one of the screens fell out. We contacted Andersen and they sent a new screen without coming to investigate the problem. As spring arrived, we began to notice that bugs/spider webs were getting in between all of the screens and windows that we were told were airtight. While looking more closely at the windows, we then noticed that weep holes and screw holes were not covered, and the installers had left paint on all of the frames. We also noticed that none of the windows were caulked and the flashing not secured. We contacted Andersen to discuss the aforementioned problems; at this time a serviceman came and suggested we order ill-fitting screens to “make fit” our custom windows. We then noticed that the sash couldn’t be removed because the windows do not fit into the frame properly. We contacted Andersen again and the same serviceman came out who re-measured and confirmed that each of our windows are off by at least 1/2 inch. He sent his supervisor out who also confirmed that the windows were improperly installed. He promised us that we’d have a new crew come re-install the windows within 2 weeks. We waited 3 weeks with no call. Contacted Andersen again and a different supervisor came to inspect, coming to the same conclusion as the previous supervisor. We now have been told twice that our windows are pending a re-install date but Andersen cannot guarantee any compensation for the labor costs we paid despite every window being improperly installed. Since November we have been contacting Andersen every 2-3 weeks without any sort of resolution or to be redirected to someone who is unaware of our issues. We have done everything we can do to get help from Andersen for issues their employees created with little answers in return. Our concern is that these issues will surpass the two year installation warranty and Andersen will no longer be able to be held liable.

  

  Business response

  10/06/2022

  We appreciate the client bringing his concerns to our attention and have an action plan to address them. We are confident that we will be able to make this project whole and complete. Definitely a frustrating situation for them to be in but we are committed to leaving a lasting positive impression.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased windows, rear door, and front door from Anderson in November of 2021. They charged 1/2 up front to credit company. In March of 2022 we received the windows and the rear entry door, but no front door. When contacted in March, the company said they were experiencing supply issues and that the supplier expected the issue to be resolved soon. When contacted in April we were told that they had serious issues with this supplier and were no longer dealing with them, and that we would be contacted shortly by a consultant to get a different door from another supplier. In May they marked the project complete and charged the finance company for the remaining balance. When contacted they said a consultant would contact us shortly (within 24 hours) to discuss the door. Still no contact.

  

  Business response

  05/10/2022

  Thank you so much for your patience as we tried navigating supply chain issues with this particular vendor on your product. We completely understand your frustration and have issued a refund for the amount of the door to your finance account. We hope you are happy with the remaining portion of your project. Please let us know if we can assist in any other way.Tell us why here...

  Customer response

  05/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ******* *****

• Initial Complaint

  03/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Renewal By Anderson of Lenexa is illegally dropping off unstamped mail into people's mailboxes, as part of an ad campaign. This is deceptive, (with the PRINTED ON 'handwriting') and illegal. ***********************************************

  

  Business response

  03/30/2022

  That's called humanized marketing. The letter is designed to look personalized to get the recipient's attention. It works! It is processed through the ** ****** *******, and is mailed to homes across the country. The reverse of the envelope in the picture provided will have all the postal markings to show that.

  We hope you have an awesome day and if we can help with any window or door needs, please let us know.

   

*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. ↩