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:02/20/2025

  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.

  We ordered 17 new windows from Andersen Renewal. At the time of signing the contract, they state everything that is included, explain everything, and then have you sign a small screen on an ipad. Based on their reputation, I wrongly assumed everything they promised was in the contract. What I am writing to dispute, is the Tru See Screens. These were promised on all the windows, but it was only installed on the kitchen window. The screens on all of the other windows are not Tru-See Screens and are much more noticable when looking out of the window.

  Business Response

  Date: 02/21/2025

  Hello Team,
  **** originally signed a contract for 16 units (excluding the kitchen window) after going back and forth about whether to change the style, as we could not replace it like for like. She had initially included doors in the contract but later decided to remove them before finalizing.
  After the contract was signed, **** reached out to confirm she was getting her kitchen window and became frustrated when she realized it was not included. Upon review with the original salesperson, we determined that several changes were made during the appointment. To accommodate the situation, management approved adding the kitchen window to the contract, and a Senior Salesperson was reassigned to handle the change order with ****
  Since then, **** has insisted that the Senior Salesperson promised her TruScene screens for all windows. However, after reviewing both the original contract and the executed Change Order, it is clear that the only TruScene screen agreed upon was for the kitchen window as it is a different style of window where the screen is on the inside and it is a common practice to have the upgrades screen.
  **** is fully aware of the cost of these screens and appears to be attempting to negotiate for additional upgrades. Prior to the Senior Salesperson getting involved, I had multiple conversations with **** where she expressed interest in purchasing patio doors (PDs) in a second phase. I reminded her of this and offered a compromiseif she moved forward with purchasing the doors, we would consider the screen upgrade. However, she now claims to only have one PD and states our pricing is beyond her budget.
  At this point, we agree that we need to draw a firm line with this homeowner. **** then amended her request from all windows to just the front window and was again informed she would need to pay for them. She has since emailed requesting two screens for the side of her home.
  We will provide the appropriate pricing should she choose to purchase the upgraded screens. Let me know if there are any additional concerns.
  Best regards

  Customer Answer

  Date: 02/21/2025

  
  Complaint: 22970526
  
  I am rejecting this response because:  The response is not accurate and factual.  I was verbally told the Tru Scene Screens would be provided for all the windows.  They didn't include this in writing, which is my fault for not confirming.  They now deny they stated TruScene screens would be included.  The issue is the screens that were promised were not delivered.  It has nothing to do with doors, and the facts about the one door are erroneous.  The proposal was always just one back door.  We were able to get the same exact Provia door they proposed for literally thousands less!

  The dispute is strictly about the screens that were promised and not delivered. 
  Regards,
  
  ***** ********

  Business Response

  Date: 02/24/2025

  Hi- thank you for your response, I have one of my best people that have been assisting in this matter, she is not permitted to make financial decisions of that caliber. We have a signed document that clearly states the truscene screen was only being added to the awning window. If she like we can do this as a service but at her cost not RBA's cost. Like she said she does not have anything in writing because we wouldn't have promised her, we would give her ******************************************** writing and a general release signed off by the customer. Thank you 

  Customer Answer

  Date: 03/02/2025

  
  Complaint: 22970526
  
  I am rejecting this response because:

  The written response from Andersen windows is not accurate.  Their original sales person was inept, and has actually been removed from the company after we signed our contract.  He gave us a price that he said included 17 windows, which would include the kitchen window.  He accidentally did not include it in the price.  When they brought the contract to sign, the price was significantly higher than the original quote, due to ***** mistake.  They included the kitchen window at a significantly reduced price, to try to make up for the mistake.  It was still not the originally quoted price.  This was entirely the mistake of the original sales person.  When I originally spoke with the manager, he was actually very rude about it, and claimed it was impossible for *** to make a mistake! Yet, he was removed from the company afterwards! However, his complaint has nothing to do with the kitchen window.  Just like the kitchen window was promised to be included in the original quote, and there was absolutely a mistake in the quite, which was mostly rectified.  The Tru-Scene screens were promised for the whole house.  The manager is now denying that was said, but was not even present! I am quite disappointed in their claim I am asking for something that was not promised.  This is not true, and he was not even present. There is backpedalling and denial going on here.  I expected a company like this to have integrity, and to live up to what was promised.   We spent over $42,000, and expected to receive everything that was promised.  They have you sign in person at the end of the presentation on an ipad. There is no opportunity to read through the entire contract, which is QUITE lengthy.  They are not delivering what was promised.  I also made it quite clear I thought the door estimate was high.  ***** said lets just include it, and you can cancel it, which we did.  We found the same door for FOUR THOUSAND DOLLARS LESS, INCLUDING INSTALLATION!  It was absolutely our right to cancel the door, so I certainly don't understand why the manager keeps bringing up that we should do more doors with them, after they didn't live up to what they promised!  It is clearly a QUITE overpriced money grab!  After they deny and back pedal on what was promised.  it was a mistake on my part to trust the reputation and integrity of this company.  The complaint is based on not getting the screens that were promised.  They also left debris behind,  Another mistake that is quite possible!  They have since come back to clean it up at my request. But is shows that they have made a number of mistakes, and have actually fired the representative that handled our contract.  They are out for a money grab for more business, when they refuse to fulfill what they promised!  I will also make all of this clear in a ****** review, at the conclusion of this BBB process.  Yes, I did ask for the price of two screens, as they are the most important ones, of the whole home that were promised! I feel quite wronged, and expect in the least a compromise as to what was promised: half of the ordered windows in TruScene screens.  

  
  
  
  Regards,
  
  ***** ********

  Business Response

  Date: 03/04/2025

  Hello,

  We appreciate the opportunity to respond to this complaint and clarify our position.
  We have made concessions in good faith regarding the kitchen window to accommodate the customers concerns. The back and forth regarding the kitchen window was addressed transparently, and we provided a fair resolution at that time.
  At this point, we are confident that we have been more than fair in our handling of this matter. Therefore, we will not be making any further concessions. Our position remains that we have fulfilled the contract as agreed upon and have acted in good faith throughout the process.
  

  Thank you for your time and consideration.

  Customer Answer

  Date: 03/06/2025

  
  Complaint: 22970526
  
  I am rejecting this response because:   The complaint is purely based on the fact that Tru-Scene screens were promised and not installed.  Lower grade screens were installed instead.   They have still not addressed the fact that Tru-Scene screens were promised and not delivered. The complaint has noting to do with the kitchen window.  The business keeps referring to other elements, such as the kitchen window or doors that were not part of the final contract at all.  The go so far as to say that if we order doors they may supply some screens.  The quote they provided for one door is literally THOUSANDS MORE than others.  They want us to overpay for additional items that were not part of the contract, so they will then include some screens that were already promised.  This is not in good faith. This is a money grab.
  
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:06/17/2024

  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.

  Our contract with ******** commenced 2/7/24. BEWARE, between the fine print in the contract and the verbal mis-representations, are cause for us to file impending legal action, which we intend to pursue. The total cost of obtaining multi windows and 4 panel sliding door, was $34K, and the so called "savings", brought it to $24k. Options, either pay for it upfront, but a wiser decision was to use their 0- finance program thru Greensky, their credit company, which we chose. AFTER many weeks, of calls & email exchanges, concerning incorrect size measurements, work scope, etc.,another person from ******** came to to remeasure...Our house is a 200 year old farm house, why we had such concerns about the work, which also required a new header, etc, We were ASSURED by both the sales person, ***** and the person who came to re-measure, that "all would be taken care of" as this was part of the install, incorporated into the quoted price of $24k. The next event is getting a permit notification from the Town, that ******** filed, for a permit of $38k (not $24K) and at a cost of $800 plus. I called ********, spoke to someone who agreed that was "all wrong and to disregard" it, which I did. then came more mess: in the installation process, the mess with the header and an incorrect tying ceiling beam to header (no clips) and ceiling for the door. Damaged door frame, incorrect glass. No trim as selected. All noticed by the town building inspector who then produced a STOP WORK ORDER. We were now required by Town, to hire an architect to produce drawings for this work. (add'l cost $2000.), which I immediately called ****** ***********), their Good Will Ambassador" (a joke) and complained. He told me not to worry about it, ******** would reimburse. Now their promise to make everything perfect, delayed us from living in the house, for 2 months and we had to have our own contractors complete the job (another $5000k). Yes I have pics of all.

  Business Response

  Date: 06/20/2024

  We have been in communication with Mrs. and ********************** to come to are reasonable resolution.  We did pull the permit for the work that was contracted with our company. Drawlings were submitted, approved, work was executed and inspected.  The inspector pointed out that a unit that needed to be tempered was not.  This was a simple matter of switching sash with an identical unit.  The permit was passed without further issue.  As for the "STOP WORK ORDER", this was issued due to other projects that were being conducted in the house.  We confirmed with the Town of Orangetown Building inspector to clarify exactly what issues where our responsibility.  We simply do not perform work that would make a home unlivable.  Their project did have a damaged panel and astragal for the 4-panel patio door, nothing that interfered with the operation of the door.  Additionally, we provided grills for 4 window units at the time of the service for the patio door panel.  There has been a matter of the trim around some of the units that would have been included in the contract, however due to the state of the home when we arrive at the home trim could not be applied as there was construction in progress.  Additionally, Mrs. and ********************** never provided the stye of trim desired as we were told they needed to consult their interior designer.  We stand behind our product and installation and have worked out a more than fair and reasonable agreement for inconveniences and the work that was unable to be completed.

• Initial Complaint

  Date:10/27/2023

  Type:Service or Repair 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.

  May 3rd, We setup appointment with RenewalByAnderson to get a free quote for replacement of 7 windows in our condo. On May 9th, we get the quote, but are pressured to sign a contract that day or we lose a discount. The full price is astronomical and MUCH more than we would have ever anticipate. This was a high pressure tactic, but we were reassured that 'hopefully installation would be within a month or two'. On May 11th, a tech comes to confirm measurements for the windows.May 31st (a full 3 weeks AFTER the contract was signed) a generic 800 number sends a text confirming that the order has finally been officially placed with the factory. On June 2nd we are notified by text that the installation date is for Aug. 18th, 2&1/2 months later.Aug. 18th, Installers arrive to realize the windows are the wrong size and will need to be reordered. We expressed our dissatisfaction and that we wanted the process to be expedited. The regional manager called that day to say that if we needed anything to contact him and that he would be with us every step of the way to make sure it was finished correctly. The salesman also left a voicemail saying that the revised order was placed THAT day and you should be getting the windows in 20 to 26 business days.Aug. 23rd A new date for installation in late October. We expressed dissatisfaction with the timeline but RBA would not provide an earlier date. We then texted the salesman and addressed the discrepancy between the timeframe he said and the new installation date provided. They did not reply back. Oct. 4th we called to express our frustration and are told they would call us back in 20 minutes when he got to the office. He never did. It's Oct. 27th, installation has been postponed because they refuse to give a reasonable adjustment for their mistakes.The constant commercial claims on TV are NOTHING like our experience. It's been a nightmare. Our home is in chaos and disarray. They ghosted us.

  Business Response

  Date: 10/29/2023

  We have been in contact with Mr. ********************************************** and his partner to full understand the circumstances that have led to this review.  Their project did not go as planned and they were not happy with the timeline it took to resolve it.  We do apologize for the inconvenience. We were scheduled to complete the project but were refused access. We have verbal reach an agreement and their project has been rescheduled to be completed. 
  Thank you.

  Customer Answer

  Date: 11/14/2023

  Better Business Bureau:
  
  There were some logistical bumps in the process, but we have reached an amicable resolution with the company.  The job has been completed and the windows are now installed.  We are satisfied with the final results.  The windows are beautiful and seem to have reduced the noise from the neighborhood making our home more comfortable.  We have reviewed the response made by the business in reference to complaint ID ********.  We can confirm that we came to an agreement, and find that this resolution is satisfactory to us.
  
  Regards,
  
  ********************************************** & *****************************

• Initial Complaint

  Date:07/06/2023

  Type:Customer Service 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.

  For the last several days I have been getting relentless phone calls and text messages from Renewal by Andersen and various "installers/contractors" of *** windows in an attempt to sell me windows. I have requested repeatedly to have my information removed from their mailing list as I never signed up for solicitations. I am requesting no further contact from *** or its subsidiaries.

  Business Response

  Date: 07/06/2023

  Sorry for the calls, mailers etc. We will take you off of our list asap. 

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair 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.

  June 23, 2023 I sent the following to Renewal By ********: I am beyond upset right now. I had an appointment for today to have my sliding glass door replaced because the one that was installed in October 2022 was defective. When the installers arrived they showed me the replacement door. I was NOT happy. It had several dings in the wood that when stained, would show as deep dark scratches. It could not be sanded either because the wood is veneer,So since signing my contract back around May 24, 2022, The door was installed in August 2022. The foot lock was the wrong one. I waited until October 2022 for the correct one to arrive. Then, the first installers put a big rip in my patio umbrella. It took approximately 7 months before I was reimbursed for the damage. Then, the track for my sliding screen door fell down. It was supposed to be installed a couple of weeks later. You confirmed two days before my appointment and cancelled one day before my appointment because you lost the piece. So, I waited a few more weeks (2 months in total) before the track came in. Come to find out, the first installers never screwed in the track, nor did they caulk and the track was cut approximately 1" too short. I was told by one of your representatives that that is the way it was done. That representative was wrong!And now this dinged up door. Someone with authorization needs to call me as soon as possible as I am fuming right now. Compensation is definitely warranted in this situation. It has taken way too long for this door process. Dissatisfied customer,****

  Business Response

  Date: 06/27/2023

  Good morning, 

  This customer's contract is with our affiliate location, Garden State Custom Windows, LLC.  We have reached out to their location and they have informed us they've attempted to reach out to the homeowner since receiving an email yesterday.  They have issued a credit for the damaged umbrella; have installed the foot lock (was on backorder) and worked to address the other concerns.  If additional service is required, please reach back out to the Garden State Custom Windows, LLC team at ************. 

  Respectfully, 

  **** Most

  Homeowner Resolution Specialist

   

  Customer Answer

  Date: 08/23/2023

  
  Complaint: 20238677
  
  I am rejecting this response because:Im sorry I missed this email.  My issue has not been resolved.  Please advise how I can reinstate my complaint.
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 08/23/2023

  The service to replace an operating panel and weatherstrip is currently scheduled on Monday 8/28 in the morning at the earliest possible convenience.
  The panel has repeatedly arrived from the factory with damages.  A factory inspection and an in-house inspection was completed before scheduling the appointment and it has passed our quality check.
  At completion of the service, there will also be a follow up regarding compensation for the multiple visits due to factory issues.
  
  

  Customer Answer

  Date: 08/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:05/22/2023

  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.

  We ordered our replacement windows and sliding glass door on November 27, 2021. They were finally installed on April 16, 2022; however, the glass door was manufactured improperly and did not include the rubber stoppers at the *************************************************************** the panel. So, for over 5 months, every time we moved the door, or any other door in the house closed, the grates rattled. The door and panel were supposed to be replaced on June 27, 2022 but when the techs arrived, the replacements had the same manufacturing defect. So, replacement was scheduled again on September 24, 2022 between 8 am and 10 am. Although I waited around all morning, the techs simply did not show up and no one even bothered to call. We had to contact our sales rep to get someone to contact ** and get it rescheduled, which it was for September 28, 2022. The replacement door and panel were installed on the 28th; however, the door had a wobble and no longer appears weathertight. Further, the glass in the stationary panel had a nearly 12 inch scratch. Yet another service visit to try to get this repaired (again) and finally have a proper product and installation was scheduled for December 2,2022 and then suddenly cancelled by Renewal. It took until May 13. 2023 for the latest defective work to be reinstalled and the stationary panel of the sliding glass door was replaced yet again. Unfortunately, this too is defective and/or was installed incorrectly as the grates in between the panes of glass rattle. It has been 18 months since we placed our order, and more than a full year since the original defective glass was installed, I paid in excess of $18k for three windows and a sliding door.Dealing with this company has proven to be a complete rip off and a nightmare.

  Business Response

  Date: 05/24/2023

  Hello,

   

  We have reordered this homeowner's patio doors with bumpers to reduce ********** in the panels as a curtesy after the original installation.  Yes, we have had product come in damaged twice for these replacements.  We have been in contact with the homeowner throughout the process.  We are understanding of the customers frustrations.  Our Service Manager was speaking to Mrs. the day before this complaint was posted.  Our Service Manager did speak to Mrs. the same day the complaint was filed to discuss what we can do further. We are await a return call for the last 2 days.  All products are performing as designed.

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

  Director of Operation

   

• Initial Complaint

  Date:03/03/2023

  Type:Delivery 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.

  On August 24, 2023 I entered into a contract for a four panel black on black patio door 200 Series four panel gliding patio door. The Estimated start date was October 22, 2022. I was scheduled November 8, 2023 to have my door installed. This was great because it was right before the holiday. Unfortunately, I received a call that my installation date needed to be changed, however a rush was put on my door. Ultimately, I was scheduled for March 2, 2023. Fast forward and five months later, I get a call a week prior to make sure that no electrical outlets are in the way and that we have a structure for the installers to stand on. On March 1, 2023, I received a confirmation call for my appointment on March 2, 2023. On the morning of March 2, 2023 I get a call from Bill at 8:53 in the morning that there is a little situation with my order. I returned a call to **** only to find out that the order was placed incorrectly. Allegedly the door they received from the manufacturer was not black on black. it was black and white. Needless to say I was not happy. I have holes cut out from electric, insulation removed, a structure built and NO DOOR. After speaking with ****, a few hours later a young lady name ****** calls and I inform her of what transpired. She stated that her supervisor was going to call me and asked what would be a good number for her to reach me at. By the end of business yesterday, I still had not heard from a supervisor. I called ****** back and left her a message. Today, March 3, 2023, at 1:39 I called left another message with ****** asking her to please call me as this is problematic. ****** called back at 1:46 to inform me that a rush order was put on my door and that she would call me on Wednesday of next week. ******** prides themselves on customer service and product. I have seen neither. Not to mention in five more months it will be a year it was order. Not good business. Definitely will not think to order the 57 windows I need.

  Business Response

  Date: 03/07/2023

  Hello,

   

  I have spoken to *************** and expressed our apologize for the mistakes that have occurred on her order. We had a miss measure mistake and then a factory error on the reorder. We have confirmed the correct order again and our team is double checking the confirmation from the factory.  We will schedule with *************** as soon as we have a delivery date.  Additionally we are working to extend her financing and/or will work out compensation if necessary to cover the financing terms.

   

  Regards,

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

  Director of Operation 

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

• Initial Complaint

  Date:10/24/2022

  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.

  Issue occurred around April 2022,The OEM factory ******** window screens originally purchased with windows did not fit properly when installed this summer for first time. Out of the 13 screens, 10 would not fit properly and 2 would not fit at all. We paid approximately $22K for the ******** window and screen combo. These windows were installed by ******** but the screens were never installed at the time because we chose not to. ********************************************************************** spring of 2022 and to our surprise, 10 of the screens would not fit properly. We had a problem with one of our ******** windows and a representative came onsite to fix the issue, while onsite we mentioned to the representative about our never been used screens not fitting, to which he offered to install them for us. To his surprise, 10 screens would not fit properly, he forced them. The technician commented to us that this was unusual and should install very easily into the opening. He stated that he would put a claim into ******** on our behalf and that ******** would get in touch with me about this. They never reached out to me so i reached out to ******** a week later and they would get back to me. I finally was able to speak to ******** rep and they mentioned that they could not assist with my issue because the 10 year warranty expired. I was advise that if i still wanted the screen i would have to pay for new ones. ******** as a professional company, should have tried fitting the screens before they left my home for proper fitment. At this point i am only asking for ******** to honor their reputation and address the fitment issue with the screens, I have screens that are totally unusable to me , especially in the summer and spring months.

  Business Response

  Date: 10/26/2022

  I spoke with the homeowner.  She was understanding after we reviewed our warranty and I was able to explain the concept of windows settling causing screens not to fit.  She understood and actually apologized for BBB complaint.   It was not explained clearly enough as to why her screens would not fit and why there were not covered.
  I offered to have screens ordered as a gesture of good will and we will see if we can get them to fit, or at least have spares for those that do fit and may be tight in case they get damaged.  She was very grateful.
  
  
  

• Initial Complaint

  Date:10/07/2022

  Type:Product 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.

  On 5/10/22 I purchased 4 patio sliders from Renewal by Andersen to replace existing ones. They were installed in August. Within a couple of weeks two of the doors would not close and were hitting metal. Service came and did temp fix but needed to order parts. Subsequently all four doors failed and water and air was flowing through the tracks and stained the wood trim and ceiling. One doors trim is cracked. THe extent of the water and wind flowing is shown in the pictures and videos submitted. Still no resolve. Someone came and took pictures showing the issues. Not resolved. No answers from company.

  Business Response

  Date: 10/10/2022

  These doors are being sealed for the time being. We ordered A-series patio doors to replace the existing patio doors that were recently put in.. The customer wants to exchange the doors and that is what we are doing... 

  Customer Answer

  Date: 10/10/2022

  
  Complaint: 18182378

  I am rejecting this response because: I would like to speak with the someone from the company to see what the difference between the doors I ordered and the ones they want to use before any exchange is made. I would like to see the doors in a showroom setting before accepting any different type of door. 
  
  I would also like to know about their effort to secure the existing doors from further damaging my home - ceiling, walls etc...
  
  Regards,
  
  *******************************

  Business Response

  Date: 10/14/2022

  I have spoken with ******************** the past 3 days.
  
  Tue. Oct 11, Initially hearing his complaints and issues.I reviewed some possible reasons as to why it occurred  including the upper fiberglass deck.Additionally, that they had been presented both door options by **** but liked the narrow frame for view and felt it sounded like a viable option. He had leaks from his original 3 year old doors installed by contractor during a reno that had extensive issues.
  After reviewing we shared some brief information about the A series doors and though we had none currently in showroom we could send him a brochure specific to the A series, which we did send. We also discussed our plan to remove and absorb any cost on original order and install 4 new A-series doors pre-finished white (his Narrowline were not pre-finished he had them painted),  that production costs would be approx. $2900 more per door. But we were asking only $2000 per door. He countered with $4000 total.
  
  On Wednesday 10/12, we confirmed he received and reviewed the materials we sent and if he had any questions, he asked about coastal glass,which we mentioned we would need to find out about and get costs. Additionally,that after review we would accept his counter of $4,000, replacing all 4 doors with A-series including all materials,install,  haul and warranties and in the interim send a crew to open up current doors and address any leaks.
  
  On Thursday 10/13, we reviewed glass options that coastal was available in the high hurricane regions such as ******* but not typically something used in our area, but we could get it.
  It would also add approx. $2600 per door for a cost to him of $14,400 after all our discounts. we also reviewed a triple pane option he asked about and some pros and cons including the extra weight that it can typically add to frames and carried a cost of approx. $700 more per door for a total of $6800. We had both agreed his primary problem was not with glass and he was good to proceed with the 4 doors at $4K, with high performance smartsun glass and pre finish white (eliminating his need to pay to paint) with white tribecca hardware, we also agreed this would be written on a new agreement.Additionally, we would send crew to re-secure existing doors from further leakage and we would take current damage photos. we explained current wait times of 12/12/22-3/12/23.
  We also discussed our response time to his initial complaint which he agreed we had arranged a prompt initial service but he felt his leak concerns grew while we debated how best to handle, but we assured him we have his best interest and he is happy that he has a direct point of contact through myself.
  Lastly, he inquired about his ******** dispute. we explained we have installed as contracted and are repairing as contracted, but that we would inquire as to count time.
  
  It was mutually agreed to try to have all paperwork and necessary items and repairs completed in an expedient manner.
  
  
  
  

  Customer Answer

  Date: 10/17/2022

  
  Complaint: 18182378
  
  I am rejecting this response because:

  Any suggestion that the deck or any preconditions are the reason the doors failed is not correct. The doors failed because the weather-stripping was faulty, the installation including - cracked wood frame, air & water leaks, perhaps a lack of promised items - pans on bottom of the tracks plus other issues were indeed the causes for the doors failing. According to their own techs. I did accept a $4000 added cost but my wife is concerned that we paid $400 to paint the doors after installation and believes that we deserve a credit for that amount. 

  The salesman stated that our patio doors were not sufficient due to problems we were having and needed to be replaced with the doors we subsequently ordered through Andersen. He also guaranteed that we would not have any issues going forward and their expert installation team would do a careful and precise installation based on our being on the water.  

  Pardon my pun but this 'Perfect Storm' of issues was totally unexpected. I appreciate Renewal by Andersen's opening a dialog and not running away from these burdensome issues but we still have failing doors. We are stressed if the weather report calls for rain.   

  Regards,
  
  *******************************

  Business Response

  Date: 10/19/2022

  We and ****************** have come to a resolution providing the installation of our A-series doors.. 

  Customer Answer

  Date: 10/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:09/21/2022

  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 made a purchase in early May for $21,000 worth of windows which were installed mid-July. During installation, the installers shattered glass on our driveway, crushed our plants, chipped paint on multiple shutters, and nicked 4 window frames (on the brand new windows). I contacted the sales person and the install coordinator to file a complaint the day of install. Since then, my fiance and I have been in touch with various people from the company trying to find a resolution. They offered to replace all four windows that were damaged. After the horrible installation experience, we do not want to go through that again. The windows are functioning, the frames are just damaged and we would rather financial compensation as they are NOT cheap windows. They offered us $500 which we countered. Not only does $500e not cover the cost of even a single window that they were fully willing to replace, it doesn't cover the cost of the flowers they crushed, the shutters that need to be replaced, or the potential damage that could've come from them leaving shattered glass on our driveway. It also doesn't make up for the hours we've spent trying to resolve this via text, phone, and email. We keep being told we'll get a call with a resolution but this has been going on for weeks and they've now been avoiding us.

  Business Response

  Date: 09/28/2022

  We offered the customer $1500 for his troubles with install etc. He was happy with the settlement.. We spoke to him several times prior to this and agreed upon the final decision.