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Complaint Details
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Initial Complaint
06/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased windows and patio door replacements from Renewal by Andersen. They were installed March 11, 2024. The screen on the patio door no longer slides as of June 10. I called customer service today and they told me I had to pay to have someone come out to fix it. When I purchased the windows they told me they have the best warranty and stand behind their products. Its been less than 3 months since the install and having a useless screen is unacceptable. I want them to come out and fix the screen.
Business response
06/28/2024
Contact has been made with the customer and an appointment for service has been scheduled.Customer response
07/01/2024
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 as long as I am not charged for the service. They said they would not charge me. They are coming July 3.Initial Complaint
05/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
See atatched.Business response
05/24/2024
Have reached out to the customer via email and phone number. Our records indicate that all services have been completed since August of 2023 and that the contractual obligation has been completed. We are willing to do a final walkthrough as requested and would honor our offer of a discount towards their order made previously after the final services were completed.Initial Complaint
05/06/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I ordered four new windows and two entryway doors from the sales rep. ******************************** Windows are great. ****** suggested that to save some money I could have RBA install the new standard size entryway doors and frame them out for storm doors that I could purchase on my own when the weather warms up. The install was in early Feb. That sounded great and I agreed. Now that it's warmer I measured the framed out area so that I could purchase storm doors and found out that it's not a 36" opening. That makes it impossible to buy standard storm doors. Jordans suggestion was for me to pay an additional $4500. to have RBA install their storm doors. That is not a possibility. **************** explained that they can't guarantee the opening will accommodate standard doors and said someone from the "Leadership Team" will call me with any possible resolution. That conversation took place on Mon. 4/29/24, I still haven't heard from anyone. My order # is ********. Custom storm doors are cost prohibitive and couldn't be made before the summer is over. Why would a sales rep suggest purchasing my own storm doors separately if that isn't possible. Now it's warm and I can't open my doors because I don't have any storm doors.Business response
05/10/2024
We are working with the customer to provide them with storm doors. The customer is satisfied with the resolution we have provided.Customer response
05/17/2024
I am rejecting this response because:
The problem has not been solved as of this time. RBA has sent someone out to measure for storm doors and the Operations manager called me last week to apologize for the situation. He also stated that someone would call me this week with lead times for the doors, however I have not heard from anyone this week. I am hopeful that this situation will be resolved and I would love to be able to update in the future that this was handled professionally.Business response
05/24/2024
Customer has been contacted by our **************** call center to schedule install of storm doors at zero charge. Two storm doors were ordered and are due in. Waiting for customer to confirm service date to install.Customer response
06/06/2024
I am rejecting this response because:
Last month **** came out to photograph, take measurements and assist in picking out storm doors. He stated that when the installers come out, they will reframe the doorways and install the storm doors. The call center contacted me and we agreed on June 9th for the install. I took the day off of work and the installers arrived on time. They then informed me that they would Not be able to install the storm doors because the door ways need to be reframed and they didn't have the materials needed. I was under the impression that we already knew that the doorway needed to be reframed, so I'm not sure why they didn't have the needed materials. They took pictures again and apologized. They said this will need to be rescheduled.Initial Complaint
05/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We're a military family assigned to *****************. We purchased one slider and one French door from RbA. Install physically occurred on/about 25 Sep 23. The slider was installed without proper leveling and despite arriving damaged from the manufacturer and needed to be replaced, but that acknowledgement didn't happen until the install team was leaving. The French door was installed with inadequate hinge screws and brown masking tape used to cover a bent/damaged astragal cap, which I discovered on my own. To make matters worse, RbA declared the install 'finished' and requested the balance of the $15,001 from financier, GreenSky, within days thereafter. It took months and MY relentless follow-up and follow-through to get both issues addressed and not always timely or professionally. Furthermore, the inadequate French door hinge screw(s) led to hinge failure and damage to the active door panel. I had an appointment to have said panel repaired/painted 24 April 24. The appointment window was 1200 to 1500, but the service person showed around 0900 unannounced and began incessantly ringing my doorbell - I didn't answer my door. He left then returned around 1000. I told him I didn't appreciate his doorbell use and said I would see him at 1200. I thought he left, but later realized he parked in front of my house planning to loiter there until 1200. RbA concierge was notified. Then I got a call from ***************************, a service manager who accused me of "yelling" at his employees and added I should yell at him instead. I assured him that my words were pointed BUT yelled at no one, and that this RbA misstep is just another drop in the misadventure bucket. I also advised **************** that ****, the service person, was parked in front of my house, which is inappropriate. He started to argue and justify ****'s loitering. I begged to differ and insisted he tell **** to leave or I would. As of today, the door has not been 'fixed' nor has RbA contacted me to resolve this.Business response
05/08/2024
Good Afternoon,
Mr. ******************* and I spoke over the phone today 5/8/24 at 2:15pm. I will be following up with ************** tomorrow 5/9/24 with a date we can schedule to get the paint repairs done to his door.
Thanks,
************************;
Initial Complaint
04/29/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
We ordered 2 windows from Renewal by ******** quoted a price of $6,935.00 told this was the best price. Another rep came out and remeasured our windows. Price went up to $ ***** after we asked it this was the best price were we offered a $300 military discount. This price included a mandatory Parking permit and price was set by City of ******* $550. Permit issued 3-28-24 Signs were posted but Parking was not readily available to them, and I went to the neighbors to have their cars moved or be towed. 1 moved 1 did not . A rep from ******** did offer to split the cost of the parking permit. Our windows are paid in full and still waiting for half of the permit. (I called their office last week and spoke to a rep in billing and she told me " a request by their rep for reimbursement was done on April 20 and would take 2 weeks to process.) Our windows went in April 4, why did it take 16 days to request this? Were they hoping I forgot about it? I went to the ********** office about this fee and found out the City charged them $71.50. I have sent numerous emails and placed several calls questioning why we were charged $550.00, During last week call I was told a rep would contact me. I told them I was going to the media. Still no reply.I feel we were mislead. Their first rep should have told us about the military discount when we question about best price. As well as told us about the parking permit. We are seniors on a very tight budget and would not have agree to a cost of $*****. for 2 windows when we are selling the building. Our hope is that this is a wake up call to them to be upfront with all cost and offer the best price when asked. As well as get the answer why they lied to us about the cost of the Parking Permit. /Business response
04/30/2024
We will contact the homeowner to agree on resolution and credits requested.Initial Complaint
04/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
About 5 years ago we had 2 windows put in by renewal by ******** the work was terrible and we were sorry we chose them they continue to send us literature about getting more windows put in I call every 2-3 months to have them take us off mailing list they say *** take 3 months and 3 months later they send more info pages and pages I just want off there mailings thats all would never recommend them thankyou if you can helpBusiness response
04/12/2024
Our VP of Marketing has sent communication to all marketing and call center leaders to remove this customer from any future communications, including mail, email, and phone. This customer should not receive any more direct communication from Renewal by Andersen moving forward.Customer response
04/13/2024
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.as long as they do not keep sending me info thankyou for your help *****************Initial Complaint
03/21/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Stop sending me emails about there products. I received over 40 emails per day. This is harassment. I only need to see it once to decide if I am interested.Business response
03/21/2024
We have reached out to the local affiliate and requested that they remove the customer's information if it is in their system. Please note that this can take anywhere from 3-4 weeks, and does not ************** neighborhood mailers.Initial Complaint
03/18/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
On 03/09/2024 we had a Renewal by ******** sales representative out to our house for a window replacement estimate. After an initial estimate of $67,000 we balked at the offer and the sales rep was able to get the cost down to $35,000. We reluctantly signed the contract and after a day reflecting on the actual cost, we decided to cancel. This is when the customer service at ********************** by ******** had ended. Despite numerous attempts to contact anyone other than the sales rep, no one has returned our calls or emails. We would like someone from the company to verify the contact has been cancelled and that the loan we had signed is terminated.Business response
03/18/2024
We have contacted the homeowner and emailed a confirmation of the cancellation. We will continue working with the homeowner until resolution is reached.Initial Complaint
03/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a double door and 3 sliding doors for our home. The double doors were installed wrong. Reported to Renewal by ******** sent a couple of technicians after NUMEROUS amount of phone calls because they do not call you back. Finally after getting a hold of them and the technicians came out they temporarily fixed fixed the door but within 2 weeks the door got worse. Again after NUMEROUS phone calls and 2 months later they sent a head technician and said they have to order another front door because the doors have warped. This was in November of ************************************** update on our doors. Left NUMEROUS messages with customer service and Manager ***************** but no phone call. We have a gap between our doors now so our heat is escaping and the doors get worse daily. We are reaching a year since we purchased these doors. This company does not care about their customers or honor their priorities to repairing what their contractors did. Communication is horrible.Business response
03/18/2024
We will be reaching out to the homeowner to provide an update and schedule service.Initial Complaint
03/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We contracted with Renewal by ******** to replace windows in nearly our entire house. They did an excellent job and we were pleased. However, weeks after the installation, we experienced a severe hail storm and the "window wraps" were pitted. We filed a claim with our homeowners' insurance and they replaced our roof and repaired a car. ******** provided an estimate of repair but ************** questioned their total and asked for additional information. Nothing has happened since despite many emails to ********. My contact at Renewal by ******** has been ****************************** repair#A-4901837. I have a series of emails if that would be helpful. We also have a leaky window that they planned to repair when they fixed the window wraps.Business response
03/12/2024
We have provided the information requested and will continue to follow up with the homeowner and insurance company.
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Get a QuoteCustomer Complaints Summary
242 total complaints in the last 3 years.
69 complaints closed in the last 12 months.