Complaints

This profile includes complaints for Renewal by Andersen, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Renewal by Andersen, LLC

  1920 County Road C W Roseville, MN 55113-1321

  
• 

  Renewal By Andersen of Los Angeles

  18700 Crenshaw Blvd Torrance, CA 90504

  
• 

  Renewal by Andersen LLC

  45449 Severn Way Ste 149 Dulles, VA 20166

• 

  Renewal by Andersen

  190 East Touhy Avenue, Suite 101 Des Plaines, IL 60018

  
• 

  Renewal by Andersen

  17450 Engle Lake Dr # 108 Cleveland, OH 44130-8472

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  04/09/24 Start of a 2 day install for 9 full replacement casement windows.Crew did a horrific job installing. Gaps, gouges, broken window latches, damaged screens, damaged casement jams, split the wood in spots, using excessive force damaging jams, drug their tools on 3 of the window ledges, leaving grooves in the wood, cuts in ledges, walls, and siding, damaging property. Neglected to properly seal all windows. Outside caulking was a nightmare-messy, chunky, excessively wide. 04/10/24 Project manager came out, documented damage, ordered 3 full window replacements. He said gaps were a "quality error," the next crew will take them apart, adjust everything so it will line up properly. 06/24/24 ******** replaced 3 windows.Appears they "fixed" those gaps with caulk. Damaged walls in 2 bedrooms by installing smoke detectors on walls instead of the same place they had been on the ceiling. When confronted, they lied, claimed it was code and had to be on the wall. Major language barrier with this crew. 07/17/24 New install manager came out. We had expressed concern that there had been a lot of rain and our windows were left unsealed. He sealed 2 and said the rest were sealed. 08/15/24 ******** came out to redo the trim and finish correcting the install. He found a 3rd window that hadn't been sealed. I painted around the windows about 30 hours later. All the caulk cracked and split. *******-******** told me it appears to be a moisture problem. 01/15/2024 Level 3 crew-broke bottom piece of casement, was unsuccessful with diagnosing and fixing the problems with the drafting, iced up new windows. Our existing old windows have zero drafts or ice inside. Renewal insists their work is complete. They've been harassing and bullying me to sign off on the completion certificate by their bogus made up dates or I could lose my financing, and they can put a lien on our house. Claiming our account is past due we owe $25,000. Our contract clearly states balance not due until 02/23/27.

  

  Business Response

  Date: 03/24/2025

  Thank you for forwarding the Complaint in this matter.  This is the first time we have been made aware of the BBB complaint.  I apologize for the delay, but we have a respectful disagreement with this particular customer, and we take our customer experience seriously.   And while we disagree with the customers statements, we are empathetic to the frustrations expressed and we are working towards a solution.  The customer has retained an attorney.  And, in turn, we also retained counsel.  I understand they have exchanged correspondence,and we are working on a potential fair resolution to both sides of this particular dispute.   I have followed up with our legal counsel for an update and will continue to push for a resolution.
  
  Thank you. 

  ***** ******* (Branch General Manager)

  Customer Answer

  Date: 04/02/2025

   I am rejecting this response because:RbA sent out their level 3 guy to inspect. He didnt even pull all 4 sides of the trim off on 01/15/2024. In RbAs submitted pictures we can clearly see large gaps without insulation. My understanding is even a little hole (and your people have told me that also), could create this situation. Please come out pull ALL trim on every window- re-foam, make sure there is adequate foam on all 4 sides, add insulation in knee wall and fill the block, replace all seals and replace weather stripping along with the re-caulking and painting that was promised. Would  love to get this all squared away and sign this off. I understand condensation but there is another contributing factor for it to accelerate, such as failed seals. The windows should not be icing up this bad, they arent even a year old. Youve sold me on how well these are energy efficient windows. Ive talked to another ******** **** they are saying this is an extreme amount of ice.I just want this right. I put a big investment in my home, I dont want anything to happen. I know I am protected by law for air and water intrusion for 10 years. I really dont want to call you out here five years from now and have a water intrusion problem. Also, we should be generously compensated for the inconvenience of having to endure the multiple  intrusions of different crews, and managers coming into our home throughout  the past year when this  was suppose to be a 1-1.5 day project, plus the compensation should also cover all the damages that have been done along the way to our property by the crews.  
  Ive worked with you before I have confidence in you. Thats why we went with you again. I know ******** is a good product but right now Im not satisfied with what I have.
  

  

  Business Response

  Date: 04/06/2025

  Thank you.  We acknowledge the recent response from the Customer.  As stated previously,the Customer has retained legal counsel and our legal counsel is corresponding with him.  We have instructed our legal Counsel to make arrangements for another visit the home to investigate the Customers complaints.  We take the Customers complaints seriously and we believe, through counsel, we are being responsive to their dispute.  We remain committed to an investigation and acceptable resolution for both sides.  And, if there is not a resolution, the Customer and her lawyer retains all rights for dispute resolution under the terms of the contract.

  Thanks

  ***** Willett 

  Branch General Manager

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contracted with Renewal by Andersen to order 8 windows for our home in Estero Fl 3/15/24. We scheduled install for 10/21/24. They did not have all the windows ready on this date. We have been given misinformation and have been outright lied to throughout the process of getting the windows in. Please contact us for A complete timeline for installation that we had to endure -what should have taken 2days took 3months to get all the work completed. The management at Renewal will not communicate with us to resolve final payment to include compensation for our mistreatment. We are 81 and 79 years old and feel very violated by this company. We contacted the corporate office for Renewal and the **************************. We dont want other people to through what we have. We have paid $20,315 out of $30,912.

  

  Business Response

  Date: 03/11/2025

  Thank you for reaching out to the Renewal by Andersen team.   We certainly understand that backorders are not ideal, and we do our very best to have custom-built product manufacturing and shipped on-time.  We acknowledge that your order had a couple manufacturing delays which resulted in a delay to the install date.   The Renewal team has been in communication with *** and Ms. ******  We have arrived at an agreed upon resolution by the Tastos and consider this matter closed. All product has been installed complete, and permit has been closed.
  
  ***** ******* Operations Manager

  

  Business Response

  Date: 03/18/2025

  To Whom It May Concern: 

  Our SW Florida branch answered this complaint on 3/11/25. They have compensated the homeowners to their satisfaction. We just received the same complaint again. Can you please clear this complaint out or explain why it keeps recurring?

   

  Thank you,

  ***** ******

  Customer Escalation Specialist

  ********************** - Corporate

• Initial Complaint

  Date:03/04/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had them install 11 sliding glass doors to my Florida house. When installers put in the doors they ripped two of my expensive blinds and when I told the manager he said he would compensate me for ********************************************** and will not return my calls

  

  Business Response

  Date: 03/05/2025

  We discussed this matter with Ms. ***** and have come to a resolution. We will be crediting her account with the requested $1500.00. We consider this matter closed and the customer is satisfied. 

   

  Respectfully,

  ***** ******* - Operations Manager, RbA Southwest Fl

  Customer Answer

  Date: 03/05/2025

   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.

• Initial Complaint

  Date:01/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Doors ordered in June, installed in October. Mismatched hinges, door handle hardware not what ordered. Going on 8 months now

  

  Business Response

  Date: 02/04/2025

  This matter is a Renewal by Andersen LLC matter and should be directed to the Renewal by Andersen retailer in *********, **********  That being said, I have discussed with the retailer and they are currently working with the customer to assist them with their concerns.

  

  Business Response

  Date: 02/05/2025

  The retailer has previously responded to this complaint and contacted the customer. Please let us know if you have questions or need additional information. Thank you.

  Customer Answer

  Date: 02/05/2025

   I am rejecting this response because: they have not contacted me yet for completion of this job. I call weekly with no updates as of today. Doors installed 10/18/24. It is 2/5/25, and still mismatched hinges and not correct door handles
  
  
  

  

  Business Response

  Date: 02/06/2025

  *****

  The product to complete your project is scheduled to arrive tomorrow and be inspected on Monday. Once we have confirmed everything is good, one of our Service RSR's will be reaching out to schedule a service visit. You should hear from someone early next week. 

  Thx

  ***** Willett 

  Customer Answer

  Date: 02/07/2025

   I am rejecting this response because:
  They sent someone out in January with our hinges and hardware. And when they got there we were informed he did not have any of that. They only gave us the locks for our doors, which we had none for 3 months. Until I physically see the hardware, I will not accept their response
  
  

  Customer Answer

  Date: 02/13/2025

  The parts were inspected on Monday 1/10/25, and I received a phone call that the parts were once again wrong. 

  They were again re-ordered. Still not resolved. 3 hinges and 2 door handles sounds fairly simple to order

  8 months to get this right is getting ridiculous

  

  Business Response

  Date: 02/13/2025

  *****

  I apologize the parts came incorrectly from the manufacturer again. We have reordered the parts, and they are scheduled to arrive on 2/28. Once we have verified the correct parts have arrived, we will reach out to schedule a service.

  Thx

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

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Renewal by Andersen to install new windows in our home a year ago, drawn by their promise of "complete freedom from worry" and a comprehensive warranty that would cover any malfunctions or defects. However, that promise has proven empty. After a recent snowstorm, we noticed water dripping from a large window in our childs bedroom, raising serious concerns about the windows integrity and the potential for further damage.When we contacted Renewal by Andersen to address the issue, we expected professionalism and a prompt response in line with their warranty. Instead, they refused to send a technician for an on-site inspection, dismissing the problem as an "ice dam" without ever physically examining the window. This conclusion was based solely on photos taken from inside the house, which is insufficient to accurately diagnose the cause of the problem. Their refusal to conduct a proper inspection is not only unprofessional but also a blatant disregard for their warranty ************** a result, we are left with a defective window, ongoing water intrusion in our childs room, and a complete lack of resolution from Renewal by Andersen. Their dismissive handling of this issue undermines the trust we placed in their company, their products, and their warranty.Given their refusal to honor the warranty and resolve the issue, we demand a full refund for the cost of the defective window. It is unacceptable for a company that charges a premium for its products to leave its customers in such a vulnerable position. If Renewal by Andersen is unwilling to fulfill their warranty obligations, they must provide compensation to cover the cost of the faulty product.We expect an immediate response, including either a thorough, on-site inspection to determine and resolve the issue, or a full refund for the defective window. Failure to act promptly will leave us with no choice but to pursue further action.

  

  Business Response

  Date: 01/15/2025

  We have reached out to **** ******.  We have agreed to send our install manager to inspect his window and provide Mr. ****** with a full assessment.  He has agreed and we will be performing our inspection on Friday, January 17th.  

  Customer Answer

  Date: 01/16/2025

  I reject Renewal by Andersens response as it fails to address the core issuetheir unjustified refusal to honor their warranty based on an assessment made without a physical inspection.
  Despite their claim of worry-free warranty protection, *** dismissed my complaint over the phone without an in-person inspection. Their determination, based solely on photos taken from inside my home, is not a valid method for diagnosing water infiltration. This failure to inspect in a timely manner violates the intent of their warranty.
  As a result, I had to pay out of pocket for a handyman to inspect the windowsomething RBA should have done under their warranty. Meanwhile, my children endured water leaking into their bedroom, causing unnecessary stress and discomfort that could have been avoided had RBA followed proper procedures.
  While I have now agreed to an inspection, a delayed visit does not undo RBAs improper initial decision. A late inspection is not sufficient compensation for their failure to act responsibly.
  To resolve this matter fairly, I request:
  - Reimbursement for handyman costs I incurred due to **** refusal to inspect the window promptly.
  - Additional compensation for the stress, hardship, and disruption caused by their inaction.
  - A formal acknowledgment that their initial decision was made without due diligence, violating their warranty process.
  - Clarification on policy changes to prevent future dismissals of warranty claims without proper inspection.
  Unless RBA directly addresses these concerns and provides appropriate compensation for their failure to uphold their warranty obligations, this matter remains unresolved.
  

• Initial Complaint

  Date:12/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reveal by ******** installed replacement windows (17) in our home November *****, 2024. We are having problems with the windows (not square, ice in the tracks) and I cant get anywhere with the company as far as getting even an appointment for service. The inspector from the city wont do the inspection and pass my windows until they are repaired.

  

  Business Response

  Date: 12/20/2024

  Hi *****

  Sorry to hear you are having issues with your windows. It sounds like you spoke to one of our install managers earlier today and we will be sending an install crew out on the 30th to address the 2 windows in your bedroom. We want to make sure you are happy with your purchase, so please feel free to give ***** **** *************) a call with any remaining concerns.

  Thx

  ***** Willett 

  Renewal by Andersen

• Initial Complaint

  Date:12/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract date of 08/29/2024 at a total cost of $17,141.00. Requested to supply 3 windows to match 10 existing windows supplied by ***. Installation date, Oct 2, the installers informed me that all 3 screen were damaged and needed replacing. The windows were observed to be not as requested when unloaded from the truck. Assured by installation supervisor and design consultant that the issue would be resolved after speaking with the manufacturers. They instructed the installation to be completed. My credit card was automatically billed on Oct 3 for final total amount. Messaged the design consultant on Oct 7 for an update of the resolution. Received message from design consultant on Oct 16 as follows "When we installed your first order in2009, the Cocoa Bean windows came with Terratone rails. When you recently purchased three additional windows this year, I recreated the order and expected the same. Sometime between 2009 and now, Andersen began using Canvas color for the rails. I was no aware of this at the time we placed the order. Unfortunately, we cannot manufacture these windows with Terratone rails, as far as I know. I am including our General Manager, **** *********, in this correspondence, Thank you." No explanation of why the build did not comply with the detailed itemized order or why we were not informed that they could not supply to match our existing windows. This was the reason we chose to pay the high cost of *** to match the existing. On November 6 the windows failed permit building inspection. wind was whistling through the corners of the windows. "Contractors to provide solid seal for windows. Windows allow air to enter when fully closed" City issued a correction list which was sent immediately to ***. November 20 RbA inspected the windows and discovered a foam rubber buffer missing from one window and replaced others with thicker buffers. No wind was blowing to check the corrective action. December 9 a wind was heard but less than before. Awaiting insp

  

  Business Response

  Date: 12/23/2024

  Good afternoon, 

  I have reached out to ****** and ***** ***** in regard to their concerns. I and one of my team members reached out and left messages. I sent ****** and ***** an email today, due to no response back, letting them know I would like to discuss resolution. We are also trying to schedule their final inspection, however they are not answering for that call as well.

   

  i gave ****** and ***** my personal cell phone number, in the email as well, so they can call me back. We will not issue a full refund, however I have options for them {discount % or potentially changing their older window rails to match. Once I get a response I will send another update. 

   

  Customer Answer

  Date: 12/26/2024

   I am rejecting this response because:
  I did respond to **** on 23 Dec regarding scheduling another building inspection on 6 Jan. I have received no messages on my phone ************ from ***. I did receive an email message on 23 Dec from *** ****** and called her at approximated 0900 on 26 and left a message. She called back and after explaining it has been busy over the Christmas with caring for a disabled wife. I answered her request for my explanation of the issue with the windows which ended with her requesting photographs which I have sent to her and received an email message confirming receipt and were trying some method of resolution, which is what was said on 2 October.
  
  

  

  Business Response

  Date: 01/02/2025

  Sent over a message to ****** ***** We are looking at potential solutions to the color differences between his 2009 job and his recent job from 2024:

  Good afternoon ******, 
  
  I just wanted to keep you posted that my team and I are still working on a few items to find a solution for the windows. I have a few similar test windows here in my shop that we are testing to see if we can match your prior project units. I should have an answer for you early next week. 

   

   

   

  Customer Answer

  Date: 01/06/2025

   I am rejecting this response because:
  
  
  Appreciate RbA trying to develop a resolution but the City Building Inspector failed the second final inspection today, 6 Jan 2025.

  

  Business Response

  Date: 01/10/2025

  Spoke to *** ***** and discussed that the window rail color. After discussions with our Manufacturing team and my local team that is not an something we can change. I did apologize to *** ***** for the experience and he requested that I send him over our proposal. 

  I have since sent over the proposal for *** and Mrs. ***** to review, see below.

   

  Thank you again for taking my call. As we discussed I am sending you the proposal that I would like you both to consider and let me know your thoughts or what changes you would like to see. 
  Offer: 
  Keep Windows as is
  Warranty stays in place
  Discount Project 40% {$6,856.40}

  Customer Answer

  Date: 01/14/2025

   I am rejecting this response because:
  
  
  Decline offer of 40% refund. Awaiting final inspection from city building inspector.

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Windows were scheduled to be installed 2nd week of October. Never happened. End of October called to cancel due to breach of contract. Have been waiting for response.

  

  Business Response

  Date: 12/02/2024

  The local affiliate has been attempting to contact the customer to discuss their concerns.

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  date of purchase 09/09/24--order 03976808--Two of the 4 windows did NOT pass inspection from the Village and no one is responding to problem..**** Lesnipk is project manager and still will not resolve problem is aware now of Village denial. This was Renewal by Andersen Chicago -- have written letters and calls--nothing is happening -want them to replace the 2 that didn't pass inspection

  

  Business Response

  Date: 11/20/2024

  Our leaders have contacted the homeowner and are scheduling an assessment for the week of 12/5/24 to determine next steps and resolution. 

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 2 doors and 1 storm door from ***********, ** location of Renewal by Andersen (RBA). Installation was completed on July 25, 2024. Have had several issues, none are resolved. This issue is for the Provia storm door. The screen insert for the Provia door has the screen separating from the frame. This is explicitly covered by the Provia warranty. As the door was purchased thru RBA I must go thru them for the warranty issue. I have emailed, called, and logged an issue online with ***. No one has responded with how this issue will be resolved. I used RBA's "MyProject" application to log this issue. When I called *** customer service to followup, the *** said he did not know what the "MyProject" application was and he had no visibility to it!I expect my warranty to be honored and my screen insert to be ***laced.

  

  Business Response

  Date: 11/21/2024

  We are replacing the screen for this homeowner.  Product is ordered and we are awaiting ETA...he is aware that follow up should occur by EOD Monday the 25th to schedule the work at his home.  Thank you.

  Customer Answer

  Date: 11/23/2024

   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. This is provided that Andersen delivers the screen insert as currently scheduled on January 13, 2025.