ComplaintsforRenewal by Andersen, LLC

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The framework caulking on one of the large patio doors they installed 2 years ago was not totally completed, so when it rains, we get a small waterfall to the floor. We have been calling customer service for the last 2 days and no one has returned our calls .( we have and used 8 different numbers they rerouted us to)We request a rep to visit and repair the problem. Thank you for your help

  

  Business response

  07/18/2024

  We have been in contact with the customer and a service appointment has been set to address the issue. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Re ******** CA location: Absolutely inept, their first installation failed county inspection and they delivered the wrong window. They lied on the County Permit about Scope of Work and Valuation. They make mistakes then lie, and now it turns out they may not have a California Contractor's license. I have filed a CSLB Complaint to find out if they are licensed, we are awating their investigation, but doesn't appear so. They are using another company's license number. We paid premium price (over $15,000) to get excellent work and warranty from a national company. Instead we got a local unlicensed franchise, unqualified unhappy workers with no supervision, major stress of dealing with the workers, delays (3 day job became 2 months without siding on our house), damage to our floor, stucco overspray everywhere, damaged gutters and garden hoses, and our warranty might well be worthless. Buyer Beware! We asked for a discount (even just $1,000 as a show of good faith) and they told us that their installing the window we had originally ordered was our discount. Threatened us with collections and lien on our home.

  

  Business response

  07/17/2024

  Renewal by Andersen is sorry for the delay in completing your project.  All open permitting and inspection issues have been resolved. In addition, all damages caused during the project have been resolved, and Renewal by Andersen re-ordered and replaced the window at no additional cost to the homeowner.  The warranty is still valid.  Renewal by Andersen is properly licensed to operate in the State of **********.

  Customer response

  07/22/2024

   I am rejecting this response because:
  

  RbA response is unresponsive to warranty & License complaints, & patently untrue re resolution of damages.

  Damages to home & concrete caused by RbA worker carelessness/ incompetence were not resolved by RbA & are being repaired at my expense, & remain unreimbursed. The stress, lost wages & loss of use due to their lies & incompetence remain uncompensated. Even customer referral fee is unpaid. 

  RbA "re-ordered & replaced the window at no additional cost to the homeowner" BECAUSE THEY ORDERED & DELIVERED THE WRONG WINDOW, try to blame customer, try to say the ordered window was some kind of discount to us.  If you read the complaints on BBB, they often deliver wrong product.

  Bcz of RbA incompetence, our house was unsecured in winter storms, w/ unfinished exterior & interior walls. I had to fight with them just to get insulation & sheetrock, witnessed by County Inspector. We couldn't leave home. We couldn't have guests.

  They claim in their response, "The warranty is still valid" but give no name & address of licensed contractor responsible for warranty issues. This franchise in ******** is using License of a company in ************, we await CSLB determination of whether they were licensed. If unlicensed, the warranty is void per national RbA. If unlicensed, it affects our home resale & liability.

  If RbA actually "properly licensed to operate in the State of CA", under what license number, under what primary licensed contractor name, under what address, under what insurance & bond? Their license in Torrance expired. The license in ************ the Torrance firm uses, could provide no evidence the workers from ******** are covered under the Laguna Hills license or insurance. 
  

  The RbA response is unacceptable. 

  

  Business response

  07/23/2024

  I apologize that the customer disagrees with the facts as outlined by the contract as to the customer originally selecting a window that was signed for multiple times and then changed their minds upon Installation. Instead of charging the customer for the window that they changed their mind to, RbA assumed the cost for the window as compensation due to the Installation issues. This value of the window provided to the customer free of charge is well above the compensation requested of $1,000 by the customer. In addition, we are no longer a franchise location and are company owned and are licensed properly to do business in the state of **********. The licensing the customer is referencing is old data from when this location was a franchise. Lastly, the product is still valid under warranty. 

  Customer response

  07/24/2024

   I am rejecting this response because:

  1) RbA has still not provided the requested information re license and responsible party. They offer empty, unsubstantiated words.

  2) RbA is simply repeating its excuse re wrong window. Salesperson **************** knew what we ordered. Contract stated "one passive window, one active window". On installation we recognized there were two active windows, per STANDARD INDUSTRY DEFINITIONS and what an average reasonable person would understand. We learned later that RbA internally uses different language. We will see if a judge agrees with them that customer should have known that, or trusted their salesperson's description of what we would get. Salesperson admitted her mistake.  RbA would never have replaced the window bcz customer "changed their mind". 

  

  Business response

  07/25/2024

  The CSLB will confirm our license status and that replacing her window at no cost was a gesture of goodwill for the delays in the project.   

  Customer response

  07/25/2024

   I am rejecting this response because:
  I will await the CA ******************* decision before closing this complaint. Until we know the license number, the responsible contractor for that license, who is responsible for our warranty, and have restitution for the extra (per contract) expenses we are paying for repairs due to RbA's poor workmanship, we will not be satisfied with RbA response.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order date: March 22, 2024; Order #********; Total purchase price: $11,614.00 minus Discount: $1,347.00; Andersen received a Finance deposit of $3,388.11 on April 4, 2024.***************************, Concierge for project *************)****** is supposed to be our Support Manager *************)I ordered a new door frame, door and storm door. Measurements done on April 11, 2024. May 10, 2024, new door frame and front door installed. Storm door was damaged and a new one was ordered. June 21, 2024, another storm door was delivered, but damaged in same place, and without hardware. The installer brought a repair kit with him and wanted to "repair" this new door. We rejected that door. (We believe it to be the same original damaged door.) We paid for a new door; not one that needed repaired.Andersen claims to have completed the work (not true) and received 1/3 payment from the GoodLeap LLC **************** As of July 2, we have no replacement door. Job not complete. Communication with us has been "0". We have had to reach out to Andersen in all cases.

  

  Business response

  07/11/2024

  Service appointment is set for 7/19/24 with homeowner to complete open items. 

   

  Thanks,

   

  ************************;

   

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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 help

  

  Business 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

  More info

  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. 

*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. ↩