ComplaintsforRenewal by Andersen of Southern Maine and New Hampshire

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Worked with Renewal for large window replacement project involving my whole house in April 2023. The large window in my family room was replaced and have had ongoing issues with water leaking since replacement. The window did not leak before being replaced. Water now leaks into my living room every time that it rains. This has led to damage to furniture, window, trim, and Newly installed blinds. Renewal has been contacted on at least three occasions, and has been out to assess the problem, but unable to provide a satisfactory resolution. They are blaming separate issues related to the house, siding, however, again window did not leak prior to being replaced. As a separate issue, during the installation in April 2023 Renewal also started a fire in one of the bedrooms leading to charring of frame boards for the window involved. Window was installed over this damaged area. I have not received a satisfactory explanation for why the fire was started, and no attempts have been made to reconcile the situation.

  

  Business response

  01/23/2024

  Good morning,

  I do apologies for the challenges you have been having with your project. I am confident that **** will be able to identify what issues are present as a result of install and get those addressed. Please don't hesitate to reach out to me with any other needs after this Friday. I can be reached at *********************.

   

  Thank you,

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

  General Manager

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Reopening complaint #********. Business (*********************) has not upheld his promise to BBB and myself when stating we will discuss additional compensation once windows are installed correctly. I received an invoice in the mail (created on 11/29/2023) without promised contact prior to final payment.I left a voicemail message for ********************* today on his cell phone, and have not received a call back.8/22 : after filing BBB complaint requesting they finish the job and provide additional monetary compensation. In *********************** response to BBB complaint #******** he wrote that we would discuss additional compensation above the $1,100 already adjusted (for 8 broken windows day before install).10/2/23 at 11:53am: ***** sent to replace top pane in kitchen and clean residue left from installation. ***** agrees it was a sloppy install. He recommends to replace full window by couch in living room, and stated it will take approximately one month for re-manufacturing.***** did not bring a replacement screen for the damaged casement window, as I was originally promised.* New Replacement screen? ETA? No returned calls.11/13/23 at 8:34am:*****: I took another vacation day from work for window sash replacements in living room.Kitchen, bathroom, living ************** windows are drafty.Texted with ***** on October 13th where she confirmed the casement screen latches would be fixed on-site. ***** said this wasnt communicated to him and he didnt bring the materials to fix on-site.He also said he didnt bring black caulking to address the draft issues with my bedroom, living room, bathroom and kitchen windows.11/13/23 at 11:45am: Service man sent back out per my request to finish caulking and replace casement screen latches.Latches broken and not fixed by service. He left without disclosing the left black casement to screen latch was again cracked.I am requesting additional monetary compensation for vacation days taken and a job not as sold or as promised.

  

  Business response

  12/06/2023

  *******,

  
  Thank you for your time yesterday. Your additional compensation of $2,702 has been processed. Please let me know if you have any other questions.

   

  Thank you,

  
  Collin

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Renewal to replace all of the windows in my condo February 3rd, 2023. They ordered the custom windows & scheduled my installation on June 6th at 8am. I took a vacation day for this install, as this was a weekday.The scheduler (****) called on Monday 6/5 at 9am to ask to reschedule my appointment stating we are backed up. When I told her I couldnt reschedule due to the vacation day, she said okay, well keep it as-is.Less than 24 hours before my scheduled install on Tuesday, 6/6:**** called at 1:41pm to state all custom windows were broken.I *********************** at ****** on Tuesday, 6/6, spoke with ****. She stated she would have her manager call me.Manager, *********************, called and offered:Expedited reorder Priority installation Monetary compensation of $1100 off my order.The windows were reordered, and the new installation date set for Monday, July 17th (installers ******************** the installation team was kind and professional, there was no attention to detail; they wrapped up the install in 7 hours. I was left with messy silicone caulking (not professionally applied) on all window moldings/window glass, scratched *****, a broken screen on the casement window, and scratched/damaged window pane in the kitchen.I spoke with ******** on July 21st to express my concern with this installation. Nothing further came of this and no one contacted **** received a call on August 2nd requesting final 1/3 payment and I again expressed my concern with the installation/damage to my windows and surrounding woodwork.It was then that I received a call from ***** in the service department. ***** came to my home on 8/2 to assess; after his walkthrough agreed with my assessment. He stated it was a sloppy installation. Few photos attached.I have yet to hear from a Renewal representative as to when this will be addressed and resolved.I would like this job completed, professionally, per the contract & additional monetary compensation.

  Customer response

  08/23/2023

  Renewal by Andersen **************************************************************************************** ****** telephone **************.

  Thank you,

  *******

  
  

  

  Business response

  08/24/2023

  Good morning *******,

  I know there have been some frustrations with this project and I apologize. I can assure you we are going to see this through to completion. We will leave the project as you initially signed up for and benefit from the investment in your home. Based on our last conversation, I was under the impression that you wanted to wait until everything was received in Saco so that we could come out for one final visit. As such, we are waiting for a firm ship date from the factory in *********. It looks like there is a tentative date so as soon as we get confirmation we will be reaching out to get everything scheduled in one visit. If you changed your mind and like us to come out and address what we can and wait for the rest then just let me know. If not, we will be in touch once we have arrival information on everything and find a time that works on your calendar.

   

  Thank you,

   

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

  Customer response

  09/01/2023

  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.]
  
  Thank you, ******* for your response.
  

  My original installation date was June 7th, the actual window installation took place on July 17th. I have been given a date of October 2nd between the hours of 12pm-3:30pm as the earliest the service team can be on-site to rectify the damages caused by your installation team. I have little confidence in your Top NotchHassle Free Process as you advertise on your website and state during the sales pitch. It has not been a hassle-free, top notch, professional experience for me. Your attitude when we speak is too bad, wait, well finally make it right when it should have been right from the start. You are offering no other concessions to make this right.

  Also, I have recommended two condo owners to Renewal by Andersen and have only received one $100 referral check. The first check, for unit 3, I received after the deposit was given/before Historical approval. The second owner, unit 6, has paid their deposit and yet Im now being told I will have to wait for Historical approval. These are inconsistent business practices. I expect to receive the $100 referral check for unit 6 asap.

  
  Regards,

  *******

   

   

  

  Business response

  09/07/2023

  Hey *******,

  I apologize for the frustrations that you have experienced with the project. Our reason for waiting to the project to be complete before discussing compensation is that we want to have the full picture of the experience. That being said, I am happy to discuss beforehand if you would rather. If that is the case, please just let me know how a good time for you to talk.

  In regards to the referral, I will issue a check today for the second customer that you referred. These are being tracked manually, traditionally referrals that we pay $100 go through our referral system which is winningreferral.com and this process is automated. We will get that out to you today.

  Please let me know if you would like to settle the compensation prior to the final work to be completed and I will gladly give you a call.

  Thank you,

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

  Customer response

  09/16/2023

  [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 submitted by ****** outlining job completion and additional monetary compensation and have determined that the response does satisfy my issues and*or concerns in reference to complaint #********; all pending the completion as promised on Monday, October 2nd.
  <*p>

  I understand that by choosing to accept the business response that my complaint will be closed as resolved. I will reopen this complaint should Collin * Renewal by Andersen fail to complete the job as outlined in my contract and*or fail to monetarily compensate appropriately following the completion of this job.
  
  Regards,
  
  *******<*p>

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initiated the purchase of these windows back on March 23, 2023. Financed with GreenSky, for a total cost of $30,216.97 which included installation. The business committed to selling me 5 Permashield sliding Doors, 1 window, and 1 panel window, new interior trim, exterior molding, and thresholds. The frames were to be black in color for both the interior and exterior w/black screen doors and we'd keep the current configuration. The project manager and I discussed the *********** was informed that the exterior vinyl trim would be white and approx. 1 wide, but it would be barely noticeable except for above the doors, and I was okay with this. The new product would offer a warranty backed ********* filled double pane glass with clean frames and welds. On June 14, the installer arrived with all of my doors and windows, issues are as follows:1.The doors arrived with white screens sliders; one window was not installed because it opened in the wrong direction. Replacement screens and doors ordered with an additional 2-month wait. Interior unfinished while waiting.2.The welds, liquid sealer, is splattered all over the internal corners of all the doors, sticks up over 1/8 to of an inch off the seams and in some cases has hardened to a sharp point. The ** and Concierge responded with, "sorry we didnt tell you this during purchase, but this is how the doors come". This is not what I ordered and paid for, and the renewal team has ignored my request to fix this issue since. 3.The exterior trim/molding that was supposed to be barely noticeable, it is 3 in width or more and extremely noticeable, it looks horrible, the exterior of my home now has 3 colors. The solution to the issue is that I need to paint it black. 4.******** has paid in full, the entire purchase is not complete and is unsatisfactory. I feel that Renewal is avoiding the issues because they've been paid. 5.The kitchen slider opens hard, handle is loose and showing signs of wear. FIX

  

  Business response

  08/03/2023

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

  I apologize that you are having issues with your project. Your project would have actually been contracted with another *** affiliate location out of ******. We are based out of Saco, Maine and cover Maine. The office you are looking for is Renewal by Andersen of ******.

   

  30 ***********

  ************, ** 01532

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

   

  If you have any issues please feel free to reach out to me and I can try to connect you. Unfortunately, we are a separate business entity though.

   

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

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

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired renewal by Andersen to replace 19 windows and a double patio door with sidelights. First off we were promised the windows would be installed by the end of October 2022, Renewal and Andersen are close loop and there would be no delays waiting for material ect. The windows were not installed until the end of December. After the windows and door finally had been installed we immediately noticed a bunch of flaws, from installation and production! All of the slats that form the grid patterns on the windows show saw cut marks with paint missing and are not properly fitted with gaps of varying sizes between frame and grid. The installers used a high gloss caulk between the window frames and the trim. The windows are ******************* and it looks terrible! Interior light sources reflect the caulk and it shines. In many places caulk was smeared all over the frames. I have been in frequent communication with Renewal since Jan. to have these issues fixed as we paid over 80 000$ for this job! The initial installer came back to repair some faulty and broken trim and said all the other issues would be addressed by the company. They had another technician come to the house, look at all the issues, take pictures (again) and promise it would be taken care of. I was told replacement windows would arrive end of April and I would get a call to schedule installation. End of May I called and installation repair was scheduled for mid-April. Technicians arrive, start installing the replacements and they look just as bad, some even worse/broken and they didnt even brother to install them. I called Renewal while the technicians were here and expressed my frustration that they would send the windows without confirming they would fix the problems. I was told they would find a solution and I would hear back right away. That was 2 weeks ago. The technician said he tried to remove the shiny caulk to apply paintable/non-glossy caulk but was unable to do so and that they would come up with sth.

  

  Business response

  07/13/2023

  Good morning, 

  This customer's contract is with our affiliate location ****************** ****  We have reached out to their location regarding your concerns.  If additional service is required, please reach back out to the ****************** **** team at ************.  

  Respectfully, 

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

  Homeowner Resolution Specialist

   

  

  Business response

  07/14/2023

  Good afternoon Till,

  I'm sorry to hear about the experience you are having. I believe you filled out the complaint to the wrong office as we are located in **** Maine and your address isn't in our territory. I also didn't see you in our records so I believe this should be filed through the Renewal by Andersen in ****** located at *******************************************. Let me know if you have any questions.

  
  Thank you,
  
  Collin

  Customer response

  07/18/2023

  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. 
  

  This has been the continuous experience with Renewal By Andersen, that no one will take responsibility for the issues and rather finds someone else to blame. Contractor said it was the companys fault about the wrong caulk, the company said its corporates fault that the windows are flaws damaged, as were the replacement windows. The complaint filed with BBB was filed against Renewal By Andersen, now here Ive received the second response by whichever franchise has the complaint being passed to, that theyre not responsible. So, so so far from 100% percent satisfaction with this company/franchise. 
  

  [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,

  Till

   

   

  

  Business response

  07/20/2023

  Good afternoon,

  I'm not sure the specifics of this project. I am certain that the office who you worked the project with will address the issues. They can be contacted at:

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

  ******, ** 04401

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

  The General Manager there is *****************************. This complaint should be filed with their location. If you are unable to get in touch with that office, please let me know and I will try to facilitate. I will also notify them.

   

  Thank you,

   

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

   

• Initial Complaint

  12/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed contract with Andersen Renewal December 16,2021.The contract included 11 windows and new motel trim around each window. May 10, 2022; all but the metal trim was installed was installed.I called numerous times trying to find out the cost of the trim and to determine whether to have them installed or to have the charges removed from my bill. These were the two options the salesman, ************************* gave **** was told that a week after I signed the contract was signed, a supervisor came to my house, unbeknownst to me and determined I did not need any metal trim. All but one windows had existing metal trim. The trim was removed from the work order but not from my bill. I am concerned about the window that has no trim, as I was told the warranty is only valid with metal trim.After being promised to give the updated contract change to BlueSky finance company, nothing was done yet **** requested BlueSky to get my bill straightened out. They told me that they were told that the bill would remain as is and they told me not to call them any more regarding the charges.Since no one was returning my calls and AR was giving different info to me than to the finance company, my attorney sent them a letter. ************ sent me an email stating the cost of the trim and offered toe write a check. I wanted a copy of the original worksheet on the contract that ************ stated he was referencing and that request stopped all communication from *************After researching the current cost of metal trim, I requested AR to install metal trim to 11 windows that really needed it in my house and to reimburse me for my time and fees incurred just to get them to respond.I was unable to send you the documents through the Upload button. I am happy to send you the info if I have a direct email.

  

  Business response

  12/14/2022

  Good morning ******,

   

  Thank you for your communication. As we previously discussed, the metal trim was determined not to be needed for the project. I offered to issue a credit back for the work not being completed of $2,006.41 (11 windows x $182.40). If you prefer now that we still come up and wrap the windows we are happy to do that. Please let me know which you prefer and I will take the steps neccesary.

   

  Please feel free to contact me directly at ************.

   

  Thank you,

   

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

  Customer response

  12/15/2022

  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. 

  I need clarification from ************** offer regarding the following:
  
  1. How soon can I get the metal trimming done?
  2. Will you trim only what needs to be trimmed most of which are not the windows Andersen installed?
  3. Will you live up to the terms of the contract and change my due date with ******* to when the job was actually finished? See #1
  4. In the spirit of brevity, I will accept $2,000 additionally at this time to compensate me for having to have my attorney and the BBB to get Andersen Renewal to respond to my concerns after my numerous requests to clarify my bill for 6 months.
  
  I look forward to a response to these issues.
  
  Sincerely,
  *****************************
  

  
  

  

  Business response

  01/10/2023

  1. How soon can I get the metal trimming done?

  We are currently scheduling the week of 1/23 so depending on decision we may be able to find a date that week that works for you.

  
  2. Will you trim only what needs to be trimmed most of which are not the windows Andersen installed?

  We are not contracted to trim windows that were not installed by our team. We are unable to do work on windows that were not installed by our team.

  3. Will you live up to the terms of the contract and change my due date with ******* to when the job was actually finished? See #1

  The job was completed within your initial purchase window. You had indicated you prefered a discount so we closed out the ************************* at that point.

  
  4. In the spirit of brevity, I will accept $2,000 additionally at this time to compensate me for having to have my attorney and the BBB to get Andersen Renewal to respond to my concerns after my numerous requests to clarify my bill for 6 months.

  If you would like to move forward with the $2,000 discount and close out the job I can issue a check as soon as I hear from you.

   

  Please just let me know how you would like to proceed.

  Customer response

  01/11/2023

  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. 

  ******* just let me know she is sending money to BlueSky representing the refund for the metal window trim that was not installed.
  I would also like for you to send the reimbursement of $2000 representing my expenses  for getting my bill corrected, also to be credited to my account with BlueSky.
  When I have received confirmation that this is completed, I believe our connection with BBB will be complete.
  Sincerely,
  *****************************
  

  
  

  

  Business response

  01/17/2023

  ******,
  
  The credit for the work not completed has been processed with GreenSky. I'm not sure what you are referring to in regards to the $2,000 to get your bill rectified. This offer was made to you and we never heard back. The only costs associated were to reach out to us and we were happy to process. Please reach out to us with any issues with your project moving forward.

   

  Thank you,

   

  Collin

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We requested a cancellation of an order on 04/09 and 04/22 of 2022. The company (Renewal of Maine) received a cash advance from ******************* for $5,900(estimate). When the project was cancelled Renewal of Maine failed to return the funds to *******************. We never received any product or satisfaction from Renewal of Maine. Now our credit is being compromised because ******************* wants us to payoff the $5900 balance. No product or service was ever received from Renewal of Maine.

  

  Business response

  08/23/2022

  Good afternoon,

   

  I left both of your phone numbers on file a voicemail earlier today! I would love to touch base on the order. Please call me (*********************) at the office *************) to touch base.

   

  Thank you,

   

  Collin

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *******************, the General Manager of Renewal by Andersen called my cell phone and left a message. We contacted briefly and he requested photos of the the interior windows where the installers used too much caulking, and in my opinion looked sloppy and amateurish look. He mentioned he would be in touch in the next day or two. As of today, Monday, May 16th, I have not heard back from him.

  

  Business response

  05/20/2022

  Good morning *****,

   

  It was nice speaking with you on Wednesday. I will accompany this message with a text to try to schedule another time to talk briefly on the phone. I look forward to coming to a resolution with you.

   

  Sincerely,

   

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

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally placed a review on the Better Business Bureau on 4/11/2022 in regards to how disappointed I was with the overall experience by Renewal by ******** of Southern Maine and New Hampshire, after having windows / doors installed in my entire home and garage. It has been (2) weeks since *******************, the General Manager of Renewal by Andersen replied to my review, notating he would be reaching out to me in the coming days to identify a solution and ensure the project is completed to my satisfaction. To date, I have not received any communication from ****** which proves my point that this company is all about sales and profit and not providing exceptional customer service.

  

  Business response

  05/05/2022

  Good afternoon *****,

   

  I just left you a voice message but want to follow up here as well. I am hoping that tomorrow works for you to touch base on your project. My morning is wide open. Please reach out to me directly at ************ to discuss. If you need anything in the mean time then just let me know!

  
  Thank you,

   

  Collin

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive made ************************************************ from their sales and marketing distribution list however they have not complied. My address remains on their mailing list and I continue to receive mass marketing and sales material. Each time Ive contacted their office they have told me they will remove my address from their list. I recently received another sales piece from them postmarked February 2022. The piece states it was prepared by ***. When I called the office (for an 11th time) on 2/16/22, I was told *** was unavailable.

  

  Business response

  02/17/2022

  Good afternoon,

   

  We are processing the removal requests with all of our marketing partners. This customer should no longer receive communication from us after the next mailing cycle. We apologize for their inconvenience. As the new ownership group, we are unable to track any past requests but can ensure them moving forward.

   

  Thank you,

   

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

  Customer response

  02/17/2022

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

*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. ↩