ComplaintsforRenewal by Andersen - St. Louis

• Initial Complaint

  09/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got windows and put a deposit down of ****** down. I thought this was the cost of my windows. This is now in collections and interest is ontop of it. The previous cost of the windows is ***** dollars. The communication was incredibly confusing and made little sense. It turns out the full amount is over 40k+ at retail. The salesman pushed for these windows stating at retail value.

  

  Business response

  09/20/2024

  Dear Ms. ********************* you for reaching out to us, we have been trying to contact you for several months to discuss your account, but our attempts have gone unanswered.
  We understand you spoke with our Internal Operations manager **** ******* yesterday and for your records, she is resending you copies of your signed agreement.
  
  I am sending you the contact information for our VP of internal operations ***** ****** in an email, he will be reaching out to you with hopes of bringing this to a resolution.
  
  We look forward to helping resolve this issue and will work with you to find an amicable solution.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had 19 windows installed by Renewal by ******** (RNA) in August 2022. We had Hail damage in May 2024, requested a quote from them to remove and replace damaged wrap on 10 units (containing 17 windows) and replace 16 screens. We were advised the Units are counted by the number of openings, not number of windows. The quote was dated May 15, 2024. A couple days later, received email saying the quote was only valid for 30 days. Nowhere on it does it say it is valid for only 30 days. Called RNA to advise insurance may not be done in 30 days and roofers wanted to wait until roof repair was done before windows work. They advised the quote would be reactivated once insurance approved the repairs and the roof completed. RNA quote was submitted to insurance. June 1, adjuster advised they would only replace 3 screens and wrap 6 units (not window count, as per the quote from ********). I spoke with ****** (the manager at ***, that was employed since before our original installation.) ****** advised to get serial numbers off the 3 screens, they would order them, schedule repairs and come replace only he 6 unit. The bill would be for only what they did, not for the entire original estimate. The roof was completed at end of August. scheduled. I called RNA, spoke to ******** who stated the original quote didn't matter any longer. She worked through the 6 openings and sent a NEW quote for 3 screens and wrap 6 units. She too confirmed they count the number of Units, not number of windows. This quote was for more than the original quote less than three months ago. I assumed it was an error so made a follow up call and was NOW told they count the number of windows, not opening. Expecting this was a mistake i escalated to a manager. Manager called the next day to say sorry, but the higher quote is what they are ********* to. Unreal after spending over $40,000 to install the windows originally. Is this how they treat customers after a sale of this size?

  

  Business response

  09/16/2024

  We are disappointed to hear of the frustration you have experienced and sincerely apologize.  We anticipate satisfying any concerns at our upcoming visit on October 25th and look forward to providing you with the signature service you expect from Renewal by Andersen. As always, feel free to contact us anytime at ************.
  
  

  Customer response

  09/23/2024

  The vendor is scheduled to be here on October 25, to provide in person contact and additional information to me.  Since that date has not yet arrived I was waiting for that before I responded.   Their representative is scheduled to be onsite when the repair people come and further information will be provided at that time.  Until then I cannot confirm or deny resolution.  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The work involved the replacement of a custom window and door. The old window and door had been there 50 years and were cloudy and outdated. The new installation took 7 months after ordering to install. The door glass was double glazed. The front glass broke after about 2 weeks.The previous door lasted 50 years without breaking. I want these people to stand behind their work. *********************

  

  Business response

  06/13/2024

  ****************,
  Our information shows that an appointment to assess your situation has been scheduled for tomorrow, June 14 at 11 AM with our Assistant Production Manager, *******************.  As always, feel free to contact us any time at ************.  

  Customer response

  06/22/2024

  The business did not stand up to their warranty. You never responded.  This is a joke.

  

  Business response

  06/27/2024

  ****************,
  Our records indicate that the replacement product has been ordered.  Our team is prepared to contact you immediately upon its arrival to schedule the installation.  As always, feel free to contact us anytime at ************. 
  

  Customer response

  06/28/2024

  Complaint now appears to be satisfied if ******** does what they say they will do.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was buying windows for my grandson. The first part of sept. we called the business. The sales person went through what it would cost. It was very high. He said it was a good buy. We bought the windows but could not get the break down of cost for materials, etc. They never gave it to me. They said it would cost ******* without discount. they gave me a 2k discount, Address: **************************************************************.

  

  Business response

  05/17/2024

  ********************,
  Our Sales Manager, *********************, emailed over a breakdown of your project, detailing each individual product with its discounted, installed pricing.  Our records indicate that he then followed up with a phone call to discuss your concerns.  However, if you have any further questions, feel free to contact Mr. ***** anytime at **************. 

  Customer response

  05/21/2024

  I was not sent the cost of the window installation fee and discounted price for each window I received the end total for each window and told the lower price I was quoted from a different store was a cheaper window although it was made by the same company 

  Customer response

  05/29/2024

  Still have not received information on size of window cost, labor cost for removing and installing new windows, discount and finale cost of each window 

  

  Business response

  05/30/2024

  ********************,

  We are surprised to see that you are still unsatisfied based on the information that our Sales Manager provided. We included his phone number in our response, however, he stated that he has not received a call from you. We are committed to providing you with as much detail as possible and will ask our Vice President of Internal Operations, *********************** to contact you. Please feel free to contact us anytime at ************.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had new windows installed and noticed one of the windows missing caps and screws not tighten. Sent several emails and even spoke with our salesman and he assured me this would be handled, its been over 1 month now. Also inquired why we received 2 different types of slider windows when the all should have been double sliders. We have 2 single slider and 1 double slider

  

  Business response

  05/07/2024

  **************, 
  We are disappointed to hear of the frustration you have experienced and sincerely apologize. Our information shows that a service appointment has been scheduled for this evening with our Field Operations Manager, *********************.  *** will carefully listen and take the appropriate actions to resolve all remaining concerns. Please feel free to contact us anytime at ************.  

  Customer response

  05/07/2024

  The complaint issued was handled professionally and promptly. I was wrong with my reporting on all items except a s**** not being tightened. I consider this complaint resolved and know we made the right decision with our purchase, thank you-

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our experience with Renewal by Andersen has been disappointing. Despite signing the contract in January 2022, the installation is still incomplete as of April 17, 2024. Numerous visits by installers were necessary to address issues stemming from the original installation, including a window with broken balances and an incomplete order preparation. Furthermore, only 7 out of 11 screens were received, and none were measured and installed correctly, leading to concerns about stability during windy conditions. This prolonged and problematic process has left us dissatisfied with the overall service and execution.Renewal was out again on 2/7/24 to complete the installation and again, did not have the correct screens. It always seems to be the last persons fault (inaccurate measurements), so now we wait another couple of months to see if they correctly measured this time.Following the appointment, we asked the installer to have the manager call us the following day. After two days with no outreach, we called and no manager was available to speak to us (they were in a meeting).I did receive a VM later in the day and will be reaching out, but I advise those of you looking for windows to look elsewhere. The service is definitely not worth the cost, plus they engage in anchor pricing tactics during the sales pitch (ie., these windows cost 80k but if you sign up right now, well only charge you 40kwink winkcause we like you so much). Anchor pricing is manipulative.

  

  Business response

  04/23/2024

  ****************,
  Our records indicate that our team reached out to you on Friday, April 19, to further discuss your project and left a voicemail. At your earliest convenience, please contact ************************* at ************. Thank you. 

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Business has not even attempted to look at our door for weeks. All they do is play phone tag with us. They claim they have "the best warranty service", yet they do not fulfill that claim. They walk out of your house saying "we will honor your warranty". They do not come back. They do not fulfill what they say they will do. I'm making this complaint to warn others not to do business with them. If you want someone that you can trust, these are not the people.

  

  Business response

  04/19/2024

  Ms. ************** are disappointed to hear of the frustration you have experienced and sincerely apologize. Our information shows that your service appointment has been scheduled for April 24th with our Service Technician, *** ******. We anticipate satisfying any concerns you may have at this upcoming visit. As always, feel free to contact us any time at ************. 

  Customer response

  04/26/2024

  Update - Business did show up for appt., and had to order a part. We don't know when they will be back. He said "3 - 4 weeks."

  Customer response

  08/16/2024

  08/16/2024 KH: Called left message on consumer vm.

  08/29/2024 KH: Called consumer back, still no response, left another message on vm.

  9/19/24 KH: Consumer has not responded to my vm message of today, I have sent an email to consumer.

  9/23/2024 KH: Consumer responded to my email, she stated that there is no case, she will not be moving towards mediation/arbitration and that her husband has fixed the door.

  

  Business response

  08/16/2024

  08/16/2024 KH: 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had four windows installed by Renewal By Andersen for a total of $10,035 in June of 2022. Two weeks ago, a bird flew into one of the windows. I heard a "thunk" and found the dead Cardinal and saw a small crack in the glass with a couple tiny feathers stuck to it. I called Renewal by Andersen and they told me a bird flying into the window was not covered by my warranty. I let them know that Cardinals only weigh 1.5 ounces and this seems to be a matter of faulty glass, as a window that cost $2,508.75 should be durable enough to withstand a collision with 1.5 ounces. Their windows are about 30% more than their competitors and the sales person assured me they were a superior product, but I am extremely disappointed that I paid for a product that isn't strong enough to survive a songbird. The window did not even last 2 years.

  

  Business response

  03/29/2024

  **************,

  Our Operations Manager, *********************, reached out to discuss your broken window and left a voicemail.  We would like to get a plan in place to remedy the issue. Please contact us at your earliest convenience at ************ and ask to speak with ***********************, ********************* or ********************* directly. Thank you. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had 2 patio doors installed. We have had multiple issues with the installation and multiple issues with the quality of the doors. ******** has sent people out multiple times to correct the issues. We spent somewhere around 17k for 2 doors and the install. And now we have another issue with the door. There has been an excessive number of issues for the cost of the doors. We spent the extra money with ******** because we thought it was a company that we not going to have issues with installation or quality. I will never do business with them again.

  

  Business response

  03/22/2024

  ****************, 
  Our Production Manager has called and left two messages to further discuss your project and concerns.  At your earliest convenience, please call ***************************** at ************. 

  Customer response

  03/28/2024

  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. ***** from Renewal by ******** came out and solved all the issues. He went above and beyond with his service and attention. Also adjusted a second door. Very satisfied with his service.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract signed 10/03/2023 for 4 windows to be replaced. 2 casement, 2 stationary. The casement were a little larger. Total of sale $11,006.00. Install date 12/19/2023. Spaces measured by salesman, next day another man came back to remeasure. Installer came on install date, didn't remove anything from truck but a tape line, said windows won't fit, & left. Since they were 2 different sizes, he could have installed 2, hard to believe all 4 were wrong. Called salesman 2 days later, he said he had heard about it and said we would be a priority. It is 2/08/2024 & we haven't heard anything. We had a weeklong winter storm with blankets over windows. How could they give an install date the day contract is signed but be unable to provide one now. No one has contacted me but the finance co. I get at least 2 flyers a week from Renewal by *********** have a daily ad in newspaper. Why advertise if you can't deliver? I would like my contract voided & $903.00 refunded that I paid to GreenSky, their finance company.

  

  Business response

  02/10/2024

  ******************, our Operations Manager reached out to further discuss your concerns yesterday and left a voicemail.  At your earlier convenience, please contact us at ************.  We look forward to hearing from you. 

  Customer response

  02/20/2024

  The company has contacted me and the installation is scheduled for 2/23/24.  They also made a good faith offer to install windows over my kitchen sink in the same room.  I will file a reply when the work is completed.

  Thank you.

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

  Customer response

  02/20/2024

  I was contacted by Renewal & an installation date was scheduled for 2/23/24. As a good will gesture they agreed to install windows over my kitchen sink in the same room.  I will advise the BBB when work is completed.

  Thank you

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

  Customer response

  02/28/2024

  ***** with Renewal came as scheduled to install the windows on 02/23/24.  They did not fit.  This was the 4th time they were measured.  I received a call from **** later that day. ****, the man I had been speaking to was out of the office, but he had spoken with *********** installer to measure for the windows that ***** came to install.  He said that ** said they could be made to fit.  I asked that ***** & ** discuss the problem then have **** call me back.  I haven't heard anything yet, but I am hoping to hear something in the next few days. Thank you.

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

  

  Business response

  02/29/2024

  ******************,
  We appreciate you keeping an open line of communication with us. We look forward to meeting with you this week, assessing your situation, and satisfying your concerns. As always, feel free to contact us at **************. 

  Customer response

  03/07/2024

  The windows were installed last week, and they look very nice.  *********** will be installing windows over my kitchen sink as a good will gesture because of the problems they had. I will contact the BBB to let you know when that is completed. Thank you.

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

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