Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  12/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  12/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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 response

  01/14/2025

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

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  12/02/2024

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

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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.

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Renewal by Andersen Customer Service,I am writing to formally express my dissatisfaction and frustration with our recent experience purchasing products from Renewal by Andersen. We spent $25,000 on a front door and patio door, but unfortunately, our experience has been far from satisfactory due to the following significant issues:Product Mismatch: The product delivered did not match the photo we were shown online during the sales process. This discrepancy was not communicated or resolved satisfactorily. We were presented with no option to return or exchange the product without incurring an additional charge of $1,800. This cost has not been explained or justified to us in any way, leaving us deeply concerned and disappointed by the lack of transparency.Non-Functional Front Door: The front door we purchased and paid to have installed has never worked as intended. Specifically, the front latch does not function, making the door unusable. For a product of this price and supposed quality, this is entirely unacceptable.Lack of Support and Accountability: Despite contacting your company and speaking with a representative who assured us that a product swap "shouldnt be a problem," no meaningful resolution has been offered. The refusal to provide assistance, rectify the issues, or ensure customer satisfaction after such a significant investment is deeply disheartening.Given the above issues, we are seeking an immediate and fair resolution. This includes either a full product exchange at no additional cost, a comprehensive repair of the front door to ensure it works correctly, or another mutually agreeable solution that reflects the high standards of quality and service your company claims to uphold.We hope you will address these concerns promptly and demonstrate a commitment to customer satisfaction and product integrity.Nothing in our agreement states that I can't return the door!

  

  Business response

  11/21/2024

  We have been in contact with this homeowner and have a mutually agreed upon path to resolve the complaint.  We appreciate the customer working with us and look forward to bringing this to resolution.   

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/16/2023 Sliding glass doors (2) and sliding windows (2) were purchased. 1/2 of cost was paid-$7661. I was sold top quality custom made products with professional installation. Was told doors would have a "2 finger push" to slide. Windows advertised as "glide smoothly". Products were projected to be manufactured and ready to install in late March/April 2024. Was contacted about Jan. 29/30 installation date. Was to be a 2 day installation. On 1/29/24 one installer showed up to install 2 sliding glass doors and 2 sliding windows. He took only 1/2 day to install all 4 products. At the end of installation, the job was not complete-trim work not done. Doors did not operate properly, were visibly not level/plumb and window sashes were loose and sloppy in the frames. I did not pay the "remaining balance due". I shared my dissatisfaction with the company. Over the course of 8 additional visits by service ******************** crews (3/5,4/9,4/30,5/13, 6/17,7/5,8/30,8/31) I was ***eatedly told that the doors and windows were fine, level, plumb, and working "as they should". I was told that the door screens did not have to be plumb, except where they closed. I was told that they were working fine and that "all" sliding windows "bump". Bumping can be heard and felt, as window sashes are opened/closed. The visits included complete reinstallation of the same frames/doors(5/13) and installation of new door frames/existing door panels(8/30). On 9/11/24 Andersen *** texted to check on my satisfaction after last install. My prompt response was that the installation seemed much better than previous 2 installations, BUT I was still having difficulties with door operation and window bumping. On 10/1 Andersen charged $7662 to my credit card WITHOUT my authorization, without my permission. That charge has been reversed. Today, almost 9 months after the initial installation, my sliding glass doors still do not slide properly and not with a 2 finger push. My windows still bump when slid.

  

  Business response

  10/17/2024

   

  I have been working diligently to resolve this issue with Mrs. ******** without any success.  It was very unfortunate that we needed to reinstall one of the patio doors, but it was need as the first unit was installed out of square. Renewal did go out for numerous service calls, but two of them were just to have a supervisor inform Mrs. ****** that everything is installed correctly and is operating as designed by Andersen. 

  Mrs. ****** is insisting that she was "sold" a patio door that can operate with two fingers. Andersen Corp. has never made this claim nor is it listed in any of our sales material. She is also claiming that the windows we installed do not operate as smoothly as one she had installed in **. Mrs. ****** claims we have sold her and installed "seconds" and the product is of a lesser quality that what Andersen offers. This is totally false, Mrs. ****** received the same product sold in all 106 Renewal by Andersen locations. 

  I do acknowledge that Renewal did not complete the project as expected, and that we needed to send an additional installer out to re-install the patio door. For that inconvenience I offered Mrs. ****** a reduction of $3,000.00 in her balance due, which is more than fair under these circumstances, in which she refused. 

  Customer response

  10/20/2024

   I am rejecting this response because:
  Nov23-Oct24 have dealt with disreputable actions by company. Each visit-techs stating level & working correctly. Service tech said I wish salesmen would stop saying things like that in ref to my expectation of a 2 finger push. In ************ mgr came, said he was embarrassed by installation & techs claiming all was correct. 8-30 NEW door frames were installed by 3 installers, took all day. 8-31 additional adjustments. With sales pitch, have had 10 appts. Was offered $2500 off- $500 per visit, for 5 visits. I countered $5000 off-10 visits $500 each. After an offer of $3000 compensation was taken off the table on Oct 14, by Gen *** ****** ********, I filed BBB complaint. Then I was sent paperwork so I could accept the offer that ****** ******** had told me was not longer available to me. Gen***, in conversation where I expressed that I wanted a refund of the $7661 I had already paid, responded with thats not gonna happen. ****** acknowledged offer of $2500 was $500 per visit, for 5 visits. I feel that I was justified in asking for all 10 appointments be compensated. From the sales visit on, I have been lied to. Salesman knew who he was selling the doors to. He promised a 2 finger push for me, I believed him. Said it at least 3 times during that sales pitch. I've been berated at tech visits & on the phone, when I was in the right. They werent level/plumb, windows & doors didnt slide as promised. Now, I am stuck with doors and windows that will never be right. 3 times calls not accepted by company. I don't trust warranty will be honored. I would like a total refund to purchase doors&windows to replace them.
  
  
  
  

• Initial Complaint

  10/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We ordered two patio doors one year ago. They were installed incorrectly. They have been out to attempt to repair on multiple occasions and yet they are still not done correctly. We are referred to the customer service department which can do nothing but apologize. There is no project lead or anyone else to speak with. All we are promised is that everything is under warranty and eventually they will be done. We continue modifying our schedules to accommodate this company because we want our doors done. They have offered nothing but empty promises and apologies.

  

  Business response

  10/07/2024

  Matt

  I apologize that we have not completed your RBA project. I see we have reordered the needed service parts and have received a delivery date for those service parts. I will have our service team reach out to schedule a return appointment that works best with your schedule.

   

  Thx

  Mitch Willett

  Customer response

  10/07/2024

   I am rejecting this response because:
  
  This is the same message we have received for 8 months. Sorry and we will fix it. This continues to take time out of our lives at Andersons convenience. At what point will you begin quality control on your product such that a job gets finished correctly? It's for this reason I'd like credit back on this job as perhaps a more meaningful way of Anderson taking responsibility for the lack of quality. 

  

  Business response

  10/07/2024

  Matt

  I believe you have been working with one of our service supervisors TJ, and he has communicated that we will inspect the product when it arrives before we schedule a follow-up service appointment. Once the project is complete, we can discuss compensation for the additional services/inconvenience needed to complete the project.  

  Thx

  Mitch Willett

  Customer response

  10/14/2024

   I am rejecting this response because:
  
  It says nothing. No timeline for finishing the project and only a discussion of compensation after the job is complete. I'd like someone to provide a timeline (which may involve additional supervision of the production line to ensure the product is done correctly) and more than a discussion about compensation. TJ has done nothing wrong but he can't do anything other than apologize and promise to be better next time. I'd like the excuses to end and Anderson to take some internal steps to get this figured out. 

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 24, 2024, the company Renewal by ******** installed six windows and one entry door. I had problems opening the door and I called them. They sent someone out and I was told that one of the hinges were broken and that they were going to expedite the order to come and replace it, and to date I have not heard a word from the company. Also, the windows only came with one screen and they are double windows so they need two screens. I also called them about that and they said they were going to order the screens and have someone come out and place them in the windows, and again to date, I have not heard anything from the company. On July 26 they finished installing the windows and door, but they have not completed the job yet. They have not brought my screens for my windows or they have not come to replace the broken hinge on my door. We are two disabled women living in this home I had to place on hold the order for my security door to be installed because of this problem with the door, we do not feel safe in our home since the hinge is broken and we have no security door. I spoken various times with ***** ****, one of the representatives of the company and He said he would take care of the problem and I have not heard from him. The loan company called ********* sent an email to me asking if I was satisfied with the installation of the windows and door. I told them the problem and they convinced me to work with them and that they would get the job done for me but again its only promises. I have tried to get a hold of them and have left messages and they do not call me back. My first payment with this company is in October, but I am already incurring interest on my on my account and I am afraid that I will have to pay more money from the interest than I was quoted in the first place. We are not happy with this company and also we are fearful because of the broken hinge and feel that someone might try to break in our home. Thank you

  

  Business response

  09/19/2024

  I have had the great fortune to speak to ***************** ****** ***** a few times since receiving the complaint.  I reached out and left a message the evening of 9/6/2024, I missed a call from her on 9/9 in the am, but got back to her later that day about 2:43p.  A great call, she just wanted to know what happened and how we were going to fix it her door.  Her concern stemmed from nobody reaching out to her since the serv ice diagnosis visit.  The issues were the operation of her door, the whereabouts for 2-half screens and finally she asked me about the financing and how much money she had paid in interest. I asked for a little bit of time to work out the financing, but said I see the screens are here, but the new hardware needed to repair the door was not.  I believe it was the 12^th, that we reached out to schedule the return service.

   

  I reached back out to her on the 9/16 with the information we were seeking from the bank about her interest.  I explained that she was going to be getting a refund from the bank for overpaid interest as she paid it off before the payoff quote had expired on the 20^th.  I stated that there was a UCC removal admin of $99 that that her next interest that she paid amounted to about $174.00.  She said ok,  thanks for finding that out.

   

  Ultimately a part failed on her door, and we were trying to get those parts here as fast as we could to get out there so the door would operate effectively.  She did ask about a doorstop for her door, and we talked through that, and I said I would get one of those on order for her so we can install that when we came out to do the service.

   

  If we had communicated in a timely fashion, we would not have forced the homeowner to file.  I am  however,  glad she did as she has been great to talk with, but it lets us know what we need to do better.   

   

  I let her know that I would be sharing our conversations and gameplan with the BBB and that she would receive my response for her to comment on.

   

  We look forward to getting these items corrected for ******.

   

   

   

   

  ***** *****| CX Manager RENEWAL BY ANDERSEN OF **********, BOISE, and CENTRALCA Direct: ****************Showroom: **************** *********************************************************************************************************** ************************Read our reviews HAVE WE EARNED A TEN TODAY? ??????????

*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. ↩