Complaints

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:04/15/2025

  Type:Sales and Advertising 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.

  Purchase 13 windows from Andersen in summer of 2023 at a cost of $45,000. Windodws were installed in the fall of 2023. In December noticed that one of the windows was missing a a shadow bar from the interior glass moulding. Since that time until today that one window has been replaced 4 times. Each time something else has been wrong with it. The last time was several months ago. They were supposed to replace it but got a call saying something else was wrong in the warehouse.Finally, Contacted the general corporation of Andersen Windows in *********. A person from the Charlotte office assured me on March 24 that the window would be replaced within a couple weeks and I would be hearing from them. It has been three weeks and we've heard from no one since that email.

  

  Business Response

  Date: 04/17/2025

  We appreciate the opportunity to respond and address the concerns raised.
  We sincerely regret the delay caused by this manufacturing issue and fully understand the inconvenience it has created for the customer. On March 28th, a member of our team spoke directly with *** to inform her of the estimated arrival date for the replacement unit and to explain the reasons behind the delay.
  The new unit is expected to arrive today, and as part of our commitment to quality and customer satisfaction, it will undergo a thorough inspection before we proceed with scheduling the service appointment.

  We remain committed to delivering the product exactly as specified in the signed contract and ensuring it meets our quality standards prior to installation. Once the inspection is complete, we will promptly contact the customer to schedule the appointment at their convenience.

  We appreciate the customers patience throughout this process and look forward to resolving the matter to their satisfaction.

• Initial Complaint

  Date:04/09/2025

  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.

  January * entered raffle to win new windows from Renewal by Andersen, was told sales people were, "not pushy at all."The sales *** came the morning of 2/6 and was very pushy! I had to work that afternoon and he stated he wouldnt overstay his welcome. Fast forward a couple hours and he wont leave until I signed. I was almost late for work. He quoted me over $30K for 12 windows! He said he would step outside and let me think/make calls. After a few minutes, I went outside and informed him I couldn't do it, as it was WAY too much money. He persisted. I asked him if I could cancel the order, if I changed my mind. He smiled at me and said, Its an unsecure loan, you can cancel whenever you want. Not really understanding what that meant, I signed so he would leave my house and took that as a green light to cancel anytime as he gave me NO CANCELLATION WINDOW. On 2/13 he told me they would be ready around the middle of March. On February 19th, I told him just to cancel the order. I was hoping they would come down on the price, but the 3rd party lender already paid them the first HALF of the $30K+. Sy (the **** said he would see what he could do, and then he didnt get back to me. I reached out again on the 21st, and he said I would be responsible for a 35% cancellation fee. Thats almost ELEVEN THOUSAND DOLLARS for NO GOODS OR SERVICES RENDERED. He said it was because I didnt cancel before 2/10, but he NEVER gave me a deadline. My dad has POA for me and spoke with Renewal and, at one point, they said they would drop it to half of the 35%, but that offer seems to have disappeared. My credit report says I owe GreenSky (3rd party lender) over $15K (thats what they paid Renewal). I REALLY dont think it is fair that I was preyed upon and am now held responsible for almost 11K when I canceled before they even STARTED making the windows, was pressured into the sale to begin with, never given a cancellation date, and RECEIVED NOTHING.

  

  Business Response

  Date: 04/11/2025

  Thank you for the opportunity to respond. We regret that Mrs. ********* feels their experience did not meet expectations. Our goal is always to provide a professional, transparent process from consultation through installation.
  The in-home visit and contract signing took place on February 6, 2025. That same day, a project manager completed a job review to confirm measurements for the custom order. The buyers acknowledgment, which includes cancellation terms, was signed at that time.
  On February 7, we sent a thank-you message, followed by a text and phone call on February 11 with an estimated delivery timeline. We received no response until February 21, when the customers father contacted us to inquire about cancellation. At that time, the products were already in manufacturing with an expected ship date in just a few weeks.
  As outlined in the agreement, customers may cancel without penalty within three business days of signing. After that period, a cancellation fee applies, as our products are custom-designed for each home and cannot be reused or resold. The father acknowledged this and agreed to proceed with cancellation under the contract terms. The signed DocuSign cancellation was returned to us on February 28.
  We understand the customers concerns and remain open to further discussion if needed to ensure clarity around the agreement and next steps.

  Regards,

  **** *******

  Customer Answer

  Date: 04/14/2025

   
  I am rejecting this response because:
  It isnt true. Here are some screen shots from 2/19 where Renewal states they didnt hear anything from me. Not true. 
  

  Also, this is a simple case of He said/She said because the *** LIED TO ME to get the sale.  He TOLD ME it was an unsecure loan and I could cancel anytime.  Why didnt I read the contract? Because, by the time I signed, I had 30 minutes before I had to be at work. He had already been at my house for HOURS and would NOT LEAVE. He was way outside of the window he promised he would stay within to respect my time. I HAD TO GO TO WORK. 
  

  I received no goods and services. I canceled before the windows were even made. 
  I wouldnt recommend this company to ANYONE. I was literally preyed upon. 

  

  Business Response

  Date: 04/16/2025

  We appreciate the opportunity to respond to Mrs. ************ concerns.
  Mrs.***** did not contact our office directly regarding a cancellation; however, we did receive screenshots documenting conversations between her and her assigned Design Consultant. These conversations began on February 13th, at which point Mrs. ***** expressed feelings of buyers remorse. Despite those concerns,she proceeded with the steps necessary to reactivate her Greensky credit account to move the project forward.
  On February 17th, Mrs. ***** inquired whether our installation team would address any rot if it were discovered during the installation process. Then, on February 19th, she contacted the Design Consultant via text message,stating that she was unsure whether she would be able to meet the monthly payment obligations.
  We would like to note that the contract clearly outlined a cancellation deadline of February 10th, 2025. Mrs. ***** was informed that any requests made after this date would fall outside the allowed cancellation window and, as such, would be subject to the standard 35% cancellation fee, as stated in the signed agreement. By the time these conversations took place, her order had already been submitted and manufacturing had begun.
  We remain committed to clear communication and transparency with all of our customers and regret that Mrs. ***** feels dissatisfied with the outcome. We believe we have acted in accordance with the terms agreed upon and hope this explanation provides clarity on the matter.
  
  
  

• Initial Complaint

  Date:12/18/2024

  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.

  I purchased ten windows for my home renovation project in February 2024,, They were installed in April 2024, the interior finishing was completed in September. To receive my certificate of occupancy a final inspection has to be completed. During the inspection by the county building inspector it was discovered that the windows did not meet the building code for child safety. The child safety devices were not present on the Andersen windows. I was sold windows by Renewal by Andersen that are not code compliant. When I contacted their service representative I was told that the windows did meet code and that they could send me a quote for them to install child safety devices but it would be at my expense. How can a company be allowed to sell windows or any product that does not meet the local building codes? Especially child safety requirements? I sent the sells representative a copy of the building inspection report stating upstairs windows do not have child safety devices. I have gotten no response. When the finish installation was done it was very poor quality, no caulking was done on any of the windows and I had to have another ********* work on them to make them look better. Again my complaint is how can a company sell a product that does not meet or comply with local building codes and not be required to correct their issue? How can consumers be made aware of unethical business practices like this? I would be happy if they would live up to their so called customer service ratings and resolve this problem like an ethical, consumer oriented company should.

  

  Business Response

  Date: 12/19/2024

  Thank you for bringing your concerns to our attention. I understand how important child safety and compliance with local building codes are, and I appreciate the opportunity to address your concerns.
  We strive to operate as an ethical, customer-oriented company and are committed to resolving this issue. While the windows themselves meet the required building codes, the child safety devices you referenced are considered accessories. As a gesture of goodwill, we are offering to provide the required child safety hardware at no cost to you.
  If you would like us to install the hardware for you, we kindly request payment for that service. We can send you a modified quote for the appropriate labor only charges. Alternatively, if you have the hardware installed independently, we are happy to provide any necessary guidance to ensure proper installation.
  We sincerely regret any inconvenience caused and appreciate your feedback about the finishing quality. Your project was unique due to the additional construction happening at the same time. We do review our work at the end of each job and request customer sign off. Additionally we follow up on every installation to confirm satisfaction. Your comments help us improve our service. Please let us know how you would like to proceed so we can bring this matter to a satisfactory resolution for you.
  Thank you for your patience and understanding. Please feel free to reach out to me directly if you have any additional questions or concerns.
  

• Initial Complaint

  Date:10/29/2024

  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.

  We were told doors were to be CUSTOM. they do not fit and the tops of the doors and windows are not the same height on the inside and out. Details are in the uploaded forms. Please read as involved. I have tried to get help form the company. They admitted it was poor work but they only would return my money if I agreed not to contact you and then only 70% I will not be blackmailed.

  

  Business Response

  Date: 10/30/2024

  Good morning, 

  We appreciate and understand the Swaineys' concerns and have worked directly with them to address this issue. Every door we order is custom-built for each unique home. We acknowledged an error in sizing and promptly offered a complete replacement to align better with the original sight lines of their windows. However, the ********* declined this solution and requested to cancel the agreement.
  In discussing the cancellation terms, one of our managers mistakenly referenced a 30% cancellation fee rather than the 35% specified in the contract on pages 6 and 7. To honor our commitment, we offered the originally stated 30% fee, and we presented this in a Non-Disparagement Agreement for their review.

  We are committed to working with the Swainey's to reach a fair resolution and believe that has been offered to them.

  Regards,

  **** *******

  Customer Answer

  Date: 10/30/2024

   
  I am rejecting this response because: they have admitted their mistakes and measured on 3 separate visits to my home. Holding my money as ****** unless I promise not to divulge my situation is a terrible way to do business. My attorney has advised me not to sign the ***. I will continue to pursue this. I have told them I will allow them to keep 30% of the $7966 I have already paid with their  cancelation of the rest of the payments and allow them pick up their door but I will not be blackmailed to sign a form. It is not right and not what the originally offered. 
  

  They cannot even abide by their own offer  

  
  

  

  Business Response

  Date: 10/31/2024

  Thank you for your response. I understand and respect your position. The non-disparagement agreement was sent as part of a mutual agreement to modify the terms outside of our original contract to address your specific concerns. However, if you prefer not to sign this form, we can certainly proceed based on the original terms outlined in our contract.
  As noted in the agreement on pages 6 and 7, a cancellation at this stage incurs a cost of 35% of the original contract amount. If you'd like to move forward under these terms, please let us know, and we will handle the next steps accordingly.

  Customer Answer

  Date: 11/05/2024

   
  I am rejecting this response because: you have already told me through your employees that you would refund 70% of my original payment of  $7966.  I believe you should adhere to that.  I do not understand why you think I should pay $4200 for your mistake.  The pages you referred to above were meant for someone who changes their mind, not poor workmanship.  You have commercials on tv everyday talking about your great customer service and your great workmanship.  What happened to that?
  
  

  

  Business Response

  Date: 11/07/2024

  We acknowledge the commitment previously discussed, which included a 70% refund of your original payment. We want to assure you that we are committed to honoring this agreement, as well as to addressing the quality and service issues you experienced.

  To ensure transparency and protect all parties involved, we document this arrangement in writing, confirming the financial reimbursement as previously stated utilizing the Non Disparagement Agreement provided to you. 

  Regards,

  **** *******

   

   

  Customer Answer

  Date: 11/08/2024

   
  I am rejecting this response because:my attorney has advised me not to sign the nda. However, I will immediately arrange for you to pick up the doors and consider this issue closed with the refund of $5576 (70% of the 7966 already paid.) Thank you in advance for holding to your original offer. 
  
  

  

  Business Response

  Date: 11/11/2024

  Good morning. We will gladly move forward with the refund when the non disparagement agreement is signed and returned. The discussed refund is outside of the contract that was signed with us. This information was discussed with your husband several weeks ago before it was sent.

  Regards,

  **** *******

• Initial Complaint

  Date:10/07/2024

  Type:Order 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 called renewal of Carolinas for a quote for new windows. Ms ****** came out with a ************** quote turned into a signed contract, I thought it was a quote. I don't know about computer and can barely access my phone. But I'm now stuck with a loan for $14,011 for windows. My niece tried to cancel but it was after the 3 day limit in **. Please help, I'm 85 n did not understand all this. 25 page contract on my phone I can't read/understand.

  

  Business Response

  Date: 10/10/2024

  Good morning.  We did have an appointment on 9/25 with Mr. Washington.  Renewal by Andersen believes that we accurately represent what was being signed and next steps of the contract.  After the contract was signed a call was setup with our Project Manager to confirm specifications, timeline of the order, work site expectations and next steps with Mr. Washington.  Following that conversation Mr. Washington signed the Buyer's Ack. Form (attached). Mr. Washington did not have any concerns, and we placed the order for his windows after the three-day cancelation timeline had passed.  We also followed up with Mr. Washington via text on 9/27.  That was received and acknowledged by Mr. Washington (attached). Our office was not aware of the cancelation request until we received a complaint from the financing company selected to fund this project on 10/6/2024.

  That being said our normal late cancelation policy is a 35% fee of the total contract to cover cost of goods ordered.  I did reach out to our manufacturing plant, and they can cancel this order, but it will cost $150 to do so.  If Mr. Washington would like to do so he can call me at 704-909-2400 x8630. 

  Thank you,

  Customer Answer

  Date: 10/11/2024

   
  I am rejecting this response because:
  am email was sent by my niece to Britney Clarke on 30 Sept cancelling. i am also in the process of getting legal counsel.

  

  Business Response

  Date: 10/14/2024

  Good morning.  Your agreement was signed on 9/25/2024.  There is a three day period to cancel the agreement at no cost.  After the three day period we submit the order for windows to our manufacturing plant. Your request to cancel was after the three day period. We typically cannot cancel an order after that happens. In that case the Late Cancelation Fee language is utilized which includes a 35% fee.  I was able to get this order cancelled and it will only cost $150.  This is the best we are able to do in an attempt to meet your request to cancel the agreement.

  Thank you,

  Doug Lampert

  704-909-2400 x8630

  Customer Answer

  Date: 10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me, if i am ONLY required to pay $150.00 and NOT 35%.
  
  Thank you. 
  

• Initial Complaint

  Date:09/24/2024

  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.

  I bought windows and doors for my house that came with a lifetime transferable warranty and they are refusing to honor their warranty

  

  Business Response

  Date: 09/26/2024

  Thank you for bringing these concerns to our attention. We have reviewed your warranty request, and I want to clarify the status.
  There were several repairs on this service request.  Warranty covered and we completed repairs for the door seals and weather stripping. However, the screens were denied under the warranty at the time, which is why we provided a quote for their replacement.
  In an effort to provide you with the best possible service, we will resubmit the warranty request for the screens. Should it be approved, we will gladly proceed with ordering and replacing them at no cost to you. If it is denied again, we will provide the reasoning from our manufacturer and await your feedback on how you would like to proceed from there.
  We appreciate your patience and understanding as we work through this process, and we are committed to finding a satisfactory resolution.

• Initial Complaint

  Date:03/25/2024

  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.

  This company is the worst company I have ever dealt with--they disrespected me and my home, did a terrible install job, and have no care or concern for the customer. For a huge investment of almost $30,000 this is a joke--I had numerous quotes from other contractors that could replace my windows and door for less than half and I just want these out so I don't have to deal with this terrible company again. From the start of the job, the team was unprofessional and sloppy. The 2 men that were subcontractors came to my door and the one fellow started walking in, but never said what company he was with or anything, I had to ask him, are you here with Renewal for the windows? Then he said yes. No logo on the vehicle or attire. Then I leave my home open to 3 strangers to get a job done and come home to my thermostat being adjusted and they moved it up--had my heat running high, and multiple lights turned on in the house. Left dirt on the carpet, caulking around the door is messy. I saw a scratch on the door and pointed it out, and *** said oh it's probably from the shipping, acted like he was going to leave it that way. I said are you going to fix it? Then he yelled at the other guy to grab the paint. He didn't do a complete walk through of the windows indoor, I had to ask him to show me how to work the kitchen window. They seemed to rush to get done before 5, even though I was told it would be a 2 day project. Left springs from windows in the kitchen and yard. Huge mess on the front porch. When I asked if they were going to clean it up, *** said you just need to wipe it down. We have wasps coming in our children's window, **** came out and said it looks sealed, didn't really seem to have a solution. Now we have bugs coming in another window and the frame isn't even nailed properly--this is beyond ridiculous. $30,000, it's not worth $0.01. I want these windows OUT of my house and I'll call another reliable, CARING company to do the job right.

  

  Business Response

  Date: 03/26/2024

  We sincerely apologize for the negative experience you've had with our company regarding the recent window and door installation. We understand the frustration and inconvenience this has caused you and want to assure you that we take your feedback seriously.

  Upon receiving your initial concerns on 3/11, our team immediately took action. Our sales representative and Field Install Manager - **** responded promptly and were onsite on 3/15 to review the issues and address them to the best of their abilities at that time. Following this, detailed notes were submitted to our service department, and we provided you with an update call on 3/20 to keep you informed of our progress.

  We acknowledge your request for more involvement from our organization, and we want to assure you that we are committed to resolving all outstanding issues. Our Operations Manager has thoroughly reviewed your account with the team, and we reached out to you on 3/25 to discuss your concerns further and schedule a service appointment.

  You were able to connect with **** our Field Manager and agreed for a service appointment scheduled on 4/3 in the *** during which our Service Manager will personally address all pending service work. This appointment is estimated to take approximately 2 hours, during which we will carefully review all areas of concern to ensure that everything meets your expectations.

  We value your feedback and appreciate the opportunity to make things right. Our goal is to ensure your complete satisfaction, and we are committed to delivering the quality service you deserve.

  Thank you for bringing these issues to our attention, and we look forward to resolving them during the upcoming service appointment.

  Customer Answer

  Date: 03/27/2024

   
  I am rejecting this response because:
  Thank you for the response. Yes, I spoke with **** on 3/25. I will await the appointment on 4/3 to see how it goes. I would like to discuss the overall cost of this project, as the amount is unsuitable for the job that was provided. 

• Initial Complaint

  Date:02/20/2024

  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.

  Date contract was signed 7/28 Amount of contract $273,057.96 Amount paid $245,752.16 Business committed to installing high quality windows and doors that was not vinyl and not look like vinyl and custom built and whole window replacement. Received box framed window replacement. Actually window sizes were less than industry standards for box frame replacement. We have documentation of photos where windows are extremely to small for openings and are filled with spray foam and vinyl extenders to cover spray foam. The windows are so small that screws are barely attached to frame and spray foam basically have the windows in place. The finished product is less than promised. We were adamant about window not looking like a vinyl window. We have before and after pictures showing how the windows that were replaced were better quality than promised. We had asked for fiberglass windows due to wood grain finish and were assured that the windows they installed would be a better quality window. We were assured the new windows would not be detrimental to the appearance. This is a luxury home over $2,000,000 on a country club golf course. These windows have decreased the value. We are realtors and will have to disclose the material fact of the windows. We questioned the pricing. My husband owned a replacement window company and it looks like windows cost $500 to make and we were charged over $3000 EACH window and over $20,000 each for 5 doors. I am contacting the *** of renewal by ********. We were under the assumption these would be installed and quality of ********. We were also told the subs that installed thw windows never measured the windows. Please let me know if you need pictures.

  

  Business Response

  Date: 02/21/2024

  Good afternoon.  The project for the ****** household was sold, measured and installed to proper and agreed upon specifications.  Our install team called the office the last day onsite to let us know about the homeowners concerns.  Our Project Manager made a visit to the home the very next day to review and discuss concerns.  He inspected our work and showed the customer our window frame sizes, fitment within the home, etc.  Before a contract is signed that process is also duplicated during our sales appointments using a demonstration unit.  It was also reviewed that a 1/4-3/4" gap between the existing framing and the new window is normal in order to guarantee everything is level plumb and square.  Being level, plumb and square is a requirement of the manufacturer to ensure the products perform as they are intended to.  Our normal installation materials include using 2.5-3" screws to secure all materials to the structure of the home.  We also use spray foam to close all gaps which ensures an airtight seal.  We are happy to send the project manager back to the home to address any other issues if necessary. 

  Thank you,

  Renewal by Andersen of the Carolinas

• Initial Complaint

  Date:01/02/2024

  Type:Billing 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.

  In September 2023, I had new windows installed which went very smoothly and I am completely satisfied with the product and installation services. My complaint is related to the extremely poor internal communication which lead Andersen to refer me (I say me, but they butchered my name...) to collections on December 13, 2023 for an alleged unpaid balance of $163.17. Note however, on November 20, 2023 I had already received a letter from Andersen stating that my balance was PAID in FULL, and they even included a REFUND check for $386.06 in OVERPAID fees. So, you can understand my confusion when confronted with the collections notice on December 13, 2023.A follow up call to Andersen's accounting department to resolve the matter was met with derision, condescension and dismissiveness (they really should record their calls for training purposes). Their position was that, yes, I overpaid the installation fee (due to an unexpected permit refund) but apparently underpaid some other fee, and they were not capable of reconciling the matter internally given the funds at hand, and instead opted to send the matter to collections, potentially damaging a valuable clients credit score. This failure of basic accounting principles is simply unacceptable and demonstrates a complete lack of critical thinking and customer care. No apology was offered and when prompted for such I was met with "...this is accounting, not customer service!". Obviously, I will pay whatever may be outstanding, but demand that Andersen make the necessary changes to correct any potentially damaging credit score issues.Buyer beware - Andersen's windows may be great but their accounting and customer service are atrocious. Remember, "...this is accounting, not customer service!"

  

  Business Response

  Date: 01/08/2024

  Good morning.  I am sorry to hear about your concerns and the confusion around your payments / credits.  Regardless of who our customers interact with we strive to deliver excellent customer service.  It sounds like you have connected with our Accounting Manager for clarification on the matter.  If you are still seeking details to your balance, you can call me directly at ******************. 

  Regards,

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

  Customer Answer

  Date: 01/08/2024

  Still no apology, but the issue has apparently been resolved.
  

• Initial Complaint

  Date:12/04/2023

  Type:Billing 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.

  My doors were completed, I was called about balanced, and an invoice letter was sent to me requesting balance. I went to my bank and had an over the counter check/ deduction from my account remitted to ********************** by Andersen of Columbia ****-A *************** Charlotte ** *****

  

  Business Response

  Date: 12/04/2023

  Thank you for your submission.  We are seeking final payment for the products installed at your home.  The address you listed is not our address and that *** be the problem.  Please VOID any checks you have sent out.  We have not received or deposited any of them.  You can make a payment online at *****************************; You can also resubmit a check to our Charlotte office at ************************ Charlotte, ** 28208.

  Please call ** with any questions. ***************

  Thank you,

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