Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered windows doors renewal by ******** of greater Maine billed immediately after taking out the loan charged $6267.00. payment 2 6267$ 15 days after signing. Maine state law 1/3 down not half as work didn't start 6 months later. My initial order was for a full glass door mud room entry their charge 430. They changed that order to a half glass door same as my kitchen claiming 3500 the last installment was supposed to be adjusted. They took off 145$. When asked why a 4300 to a 3100 price they claim it was a discount but such discount is reflected on their paperwork. The kitchen door 3500 same exact door as what I ended up with mudroom they state3100 they damaged my counters no money off they claim no itemized list for materials to justify the costs.

  Business response

  01/28/2025

  Good morning,

  I am sorry to hear of your frustration with this project. I wish there was more I could do however we only service southern Maine. Your location is a different affiliate based out of *******

   

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

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

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

  Thank you,

  Collin

  Customer response

  02/09/2025

  The business contacted me once during that call claiming they applied a discount for the change in cost for the original ordered door that cost 4300$. The claim from the business is that a discount was applied for the cost difference.  Stating that the door I ended up with was 3100$. Even though the only difference in price charged to the account was 145.  The other claim is that two doors that are the same type are differently priced.  The discount ******** is referring to supposed to of applied didn't change my original loan amount.  If originally a door is 4300$ and replacement was 3100 but same door same construction is 3500 differently rated as per ******** but the amount charged is not changed to only 145$.  While phone call was brief and they dropped call no effort was made to reconnect 

  Business response

  02/11/2025

  Thank you for reaching out to us with your concerns. We always strive to delight our customers and provide our customers the best possible homeowner experience. Were truly sorry to hear that we did not meet your expectations with your project. We would like to continue a conversation in regard to your doors and see if we can clarify any questions. It is our standard procedure to document all projects and ensure a seamless process for the customer as well as our team. We do appreciate your feedback as it is very important to us, and we hope for the opportunity to address your concerns. 
  

  Customer response

  02/17/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [The original contract see date lower corner showed discounts given before project was started.  Original cost of contract 18800.00.  The  other papers enclosed show doors and windows with cost door in question shown *******. That door was never installed a change to the order was made by ******** not me.  I ended up with a door that was listed at 3400.00.  I'm told was discounted to 3109.00.  It seems that my loan was charged the original amount though with a difference of only 145.00.  ******** then shows their addendum of original door only *******. This does not quite compute and I have asked for an itemized list showing charges but ******** claims they don't do itemized list.  So no confusion we are talking about the mud room door.  The original loan amount before any changes to the order is still what was charged.  They took off only 145.00.  
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I purchased an ******** patio door which they install 3-4 years ago and there has been a continual issue with the door not shutting when there is cold weather. Normally, I can get it closed with 3-4 tries, but this year, the door is not shutting and I have to leave the house with the patio door ajar and unlocked. As well, when I am home the door is ajar and unlocked and it is making me feel unsafe.I have called and left a message 1/14, 1/15 and today, 1/16 for the service department in ****** without having a return call to even say they have received my message. This time I told them I was filing a complaint with BBB, which I am currently doing.

  Customer response

  01/27/2025

  [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 finally heard from Renewal by Andersen and they said the phone messages went to a different office than where I was trying to get a hold of.

  Once I talked with them, they set up a time for the next day as representatives would be in my area.

  The representatives arrived timely and fixed the issue I had.

  Thank you.
  
  Regards,
  
  **** ******

• Initial Complaint

  11/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had all new windows and doors installed in early September 2024. The screen and screen track for our French door was not sent so it didnt get installed with the rest of the job. After much delay we were given a date of 11/5 to have the screen and track installed, fix the repairs and change a door handle for the French door. However, the person who showed up was only here to change the door handle. He contacted his boss and was told there was a communication issue and I should get a call soon to get it scheduled. As of Nov. 17 we still do not have a date of install. Ive called and emailed the company, ******* *****, on numerous occasions. The most recent was on Nov. 12 at which time I advised I would be filing a complaint with BBB. I still never received a call about a schedule date. When I spoke with ******* on 11/5 she confirmed the parts were in and I should get a call soon to schedule the install. She also confirmed a communication issue. In addition to needing the screen installed we have a couple repairs needed. I brought this to *******s attention on 9/20. We are paying a lot of money for the windows and doors. We thought going through Andersen we were going with a reputable company. At this point we are extremely dissatisfied with the service we are getting. We have one year from the install date to pay in full with no interest therefore no payment has been made yet.

  Customer response

  12/01/2024

  I have not heard from the business in response to my complaint.

  The screen track and screen were installed and the repairs made to the flashing. However,

  Our French door is bowed this was communicated to a worker on Nov. 5th and again when the screen was installed. 

  Also, I have not heard from the business in regards to this complaint and my request for compensation. The communication from them is ******* a great deal. 
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased 9 new full-sized windows and three small windows, with screens from Renewal by Andersen last year. They were installed in November of 2023. Besides finding out the installation was NOT as promised in the sales pitch, we recently found two screens for the larger windows are separated from the frames. We contacted RBA, who told us the screens only have a 3-month warranty, and they will not replace or repair them for us. We were told they cost about $300 each. We did not use either of the windows over the cold winter months, and only opened them and found the damage this week (May), as the first warm weather arrived. When the installers were completing their work, we were shown the windows and how they operate, while the rest of the crew were putting in the screens. We didn't think to check the screens. Now, RBA says they will not help us with repairs or replacements. Each large window costs on average about $3000, and yet RBA does not cover bad screens. Now we have to take the screens to have them fixed and pay out of our own pockets.

  Business response

  06/03/2024

  Thank you so much to you and your wife for your feedback and your communication this past week.  We apologize for any miscommunication related to this request.  The screens are covered under our warranty and we always go through the due diligence of upholding this as well. We had reviewed the screens with our manufacturing and were told that they had been within the tolerance levels, but we did want to rectify this situation because we value you as a Homeowner we have had the pleasure of working with and did make the decision to reorder the screens in question at no cost as a show of goodwill.  We passed along this information to you and your wife ******* last week and we were pleased to do so to improve this situation.  We will be in contact once those do arrive in the next month and would be happy to install them and do another full assessment with you again at this time to address anything that is not up to your standards or our own. Please also feel free to reach out to the office at ************ with any additional items that we can assist with.

  We thank you so much for your feedback and are pleased to have provided a solution to rectify this situation. Thank you as always for your time!

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/31/2023 I agreed to have a meeting with a salesman from Renewal by Andersen He reported that the expectation was that if he came over that there would be a sale. Installation was scheduled for September 7, and 8. They told me they needed two days. I arranged both days of work to be from home. Two people arrived at 8:30 on 09/07/23. They installed the Patio door and done by 12:00. They went to Lunch and came back to Install the storm door. They started the project at 1 and at about 2:00 PM came inside to tell me there was no handle to the door, after it had already been put on the exterior frame of the house. They told me the handle would not be in for a month. I told them that we had a hurricane coming and that if the door came off, or damaged the 3,000$ door I paid for I will be asking for my money back. They said they could "rig" it until they could find a solution. putting a nail in my exterior door frame and wrapping wire around the nail and inside my 3,000$ door. They called me on Monday to say they have a "temporary" handle and asked if I could take more time off to "install it temporarily." I agreed. Only to find that this handle didn't work either. I called the franchise owner. He told me "I'm the boss, I make all the decisions and we will not give you money back." I called corporate. they also refused to assist in my issue. They came to install a " temporary handle" so I could latch my door. They put the latch in the wrong place so I have trouble latching my door. They finally called me today to tell me my handle was in. They are coming to install the handle I ordered. However, I paid over 3,000$ for a door that doesn't have the most important part. They also cut corners and didn't insulate around my patio door. Just put caulking around it. So now cold air and water can get in. I paid 9,598$ for someone to now have to come over and fix what they didn't do. They also cracked my new trim and put painters caulk on it and called it "good".

  Business response

  09/25/2023

  We appreciate that you have chosen Renewal by Andersen for your door project. We also understand that it is frustrating when a project doesn't go perfectly to plan. Unfortunately, this project wasn't able to go to plan due to unforeseen circumstances. When these situations arise, our team does its absolute best to minimize the frustrations for the customer. We do this through finding resolutions and keeping in communication with our customers. We were fortunate to find alterative avenues that allowed us to expedite and resolve the situation as efficient as possible. 

  You did mention some new situations that we were not aware of. Our service team will be in contact to resolve any further warranty issues you may have. 

   

  We apologize for the situation, but hope you enjoy your new doors. We are here if you need any further assistance. 

• Initial Complaint

  12/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed contract #1 (attached) for slider door and transom on 2/12/21; paid 1/3 of total of $14302; installed 8/13/21. Total to date paid $10727.Signed contract f#2 (attached) for two sliders on 4/23/21; paid 1/3 of total of $13167; installed 4/29/21. Total to date paid $8778. Slider door/transom and one of the two sliders has leaked ever since; the third slider is under a roof so no one really knows about that slider. Renewal by Andersen of Greater Bangor has been out over 15 times since the installations and has been unable to fix the leaking. Renewal by Andersen of Greater Bangor has not responded in over 100 days so I then contacted Andersen, the parent company, mailing detailed certified letters (attached complete with dates and photos) to five board members of this ongoing issue on 9/19/22. They have acknowledged receipt of the letters but done nothing else. We cannot finish the trim inside, we mop up (if we are home) or hire someone (if we are away from the home) during rain and windy conditions. In a state of limbo, we are hesitant to fix it ourselves with a contract in place.

  Business response

  12/12/2022

  We really appreciate your time and consideration as we work through a resolution in concern to your posting on this.  We at Renewal by Andersen of Greater Maine are working diligently on this for you and we appreciate your patience while finalize a complete resolution to this in the near future.  Please let us know if you have any additional concerns in the interim and we look forward to completing this notice for you.

  Customer response

  12/12/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

  This response is not an update. It does not offer a resolution. This response does nothing about our complaint as we have waited for over a year and a half and more than ************************************************************************** nearly every wind and/or rain storm (I have photos to prove.) While we wait for you to do SOMETHING we cannot finish the inside trim or install the thresholds because we have to clean up water so often, or hire someone to do so if we are away.  Again, the only response we accept is to close the contracts we have with you without final payments so that with that money we may hire a PROFESSIONAL to mitigate the water from entering the house through the two Renewal by Andersen doors.

   

*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. ↩