Complaints

This profile includes complaints for Renewal By Andersen of New Mexico's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Renewal By Andersen of New Mexico

  5048 Edith Blvd NE Warehouse F Albuquerque, NM 87107

• 

  Renewal By Andersen of New Mexico

  PO Box 94746 Albuquerque, NM 87199-4746

• 

  Renewal By Andersen of New Mexico

  4100 Osuna Rd NE Ste 2-201 Albuquerque, NM 87109-4442

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:10/26/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  September 15, 2021 Acct number **** **** **** **** $4709.11 Five windows, two solid, one bathroom, two double hung 1) windows not installed properly 2)one double hung window was found that the top window slide down, causing it to not lock properly with the bottom window latches 3) finish stucco work was not clearly discussed for a full understanding of finish work

• Initial Complaint

  Date:10/25/2022

  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.

  We had two new doors installed in our home which cost approximately $15,000. They were installed on 8/9/2022 and I immediately noticed improper installation which I brought to their attention. They came back on 8/16 to finish the installation and fix the issues I showed them. In the process, they damaged the new doors, cut our wood floors with a saw, installed trim over a light switch and exacerbated the original installation issues. The installation issues include: gaps at the bottom of the doors (when a large breeze comes through, debris comes under the doors), a visible gap between the two front double doors, one of the doors is not square, they are both hard to open and lock, and the trim is not what we ordered. An inspector from the company came out on 8/30 and agreed the doors need to be reset. The service department confirmed this on 8/31. I have called repeatedly to get an update but they don't answer the phone or return my voicemails. When I can get information, it is only from our salesperson and I'm told they are waiting on parts which I assume come from their factory in Minnesota. I would like for them to finish the job satisfactorily and provide some type of reimbursement based on my trouble. I was promised a phone call from their VP of Operations to discuss a remedy but that person has not called me back and the company will not give me their phone number.

  Customer Answer

  Date: 02/03/2023

  After contacting my bank and disputing the charge on my credit card and about 4 more days of work to fix the original installation, my issue is resolved with Renewal by Andersen. I’m still waiting for the small discount they offered, but at least the doors are installed properly.
  
  Thank you,

• Initial Complaint

  Date:10/04/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 21 windows November 14, 2021. Renewal measured No. 29, verified measurements Dec. 1, 2021. Cancelled agreed to installation date for March 26, 2022 and agreed to installation for April 10, but cancelled before April 10. They finally installed 20 of 21 windows May 4, 5 & 6. Installer found out that the large master bedroom window delivered was 5” too small. Upon checking my records and the installer verifying that the original measurements were correct, the window received was indeed 5” too small. Installer called his office and they asked if I was okay that the window be installed and that the installer would somehow build the wall to fit. I immediately said that was unacceptable. I spoke with the installation manager and he said that they would rush a reorder and that it would take no more than 3 weeks. After the installers left we asked that they return to fix some leaks around the windows. After several calls they returned May 19, 2022 to fix the leaks, however the trim on 3 windows was not completed. Installer said that they would complete the trim when they returned to install the master bedroom window. The 3 weeks came and went and after texts and calls they said the window would be in by July, first of August. Several calls and texts during this whole ordeal were either ignored or with “we will look into it”. On October 3, 2022 we received a call from Marina of Exemplar Finance, inquiring about the work. She claimed that they knew nothing about the problems. We had complete full payment to Exemplar by this time. She was going to call Andersen Corporate to try to get us an answer. I’ve got a chronological record of most of our communication attempts. Meanwhile, I had a stucco contract and a roofing contract that I had to move forward with. I say this because I don’t want the new stucco and roof damaged be the installation procedure. The roof has a clear story with the 3 windows that need the new trim. I attempted to succinctly describe this.

• Initial Complaint

  Date:09/20/2022

  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 ordered a sliding door for our home from Renewal By Andersen based in Albuquerque. They ordered an incorrect size sliding door and tried to install a sliding door that did not fit the door frame. We addressed the door size immediately and the installer stated they could fix it - they ended up installing door high enough for a tripping hazard 2 inches 1/4 above our flooring and the threshold sticks above the exterior by almost 2 inches. I contacted whom I told was a manager ***** and told to send photos. I sent photos on August 26th. I was then told I would hear back from someone but no one called. I contacted the office and they stated they must finish the install, and I must pay the balance owed. I requested someone to come out and take a look at the door install. I contacted the contact, ****, who I was told was the Supervisor and they stated no one contacted them to come out. I then called the office again, only to be told I must pay for remainder of door and I signed a contract stating they must finish the install. I refused since the door was too small and we wanted to have them reorder the door. On 09/06, **** came out and after looking at door and speaking to us about our issues with the measurements, he agreed verbally that the door was too small. We were told they would be contact us. Again, no one contacted us, so we contacted Sale Rep *****, he also told us the correct people were being notified but again, no one contacted us. Finally ***** stated he could no longer help us because he was transferred to another region. We had to ask who we can contact and we got a contact for Sales Manager, *** ********. After speaking with *** about our concerns, now a month after the original complaint, he stated that I would hear from someone. ***** called and stated the window would not be reordered and we signed contract and they must finish the install, even though one of their reps stated the door was too small.

  Business Response

  Date: 10/21/2022

  *** ******** 

  Thank you for allowing Renewal by Andersen of New Mexico to address your concerns to your satisfaction. Our records indicate that the installation of your doors is complete and the account is paid in full. If you have any additional questions or concerns that I may be able to assist you with, please feel free to contact me. 

  Thank you, 
   
  *** ******** ** ***** *********** ******* *** **** ***** ** *** *** ***** ************ ** ********** ************ ************
  

  Customer Answer

  Date: 10/24/2022

  Complaint: ********
  
  I am rejecting this response because:

   

  We were given no other choice than to finish the install and pay.  The Managers stated they would not order a new door and we would have to accept the door that was installed.  Even if we were unsatisfied with the door, Renewal By Anderson New Mexico denied any other avenue for us other than to complete the install.  When install was complete, Office called me 3 times and left messages within 24 hours of install to call them to pay remainder balance.  These messages were left during my work schedule so I was unable to call them when their office was open.  The last message left on my voicemail was a threat to turn us over to collections - this call was received within 36 hours of install.  This company has done nothing to cater to their customer and uses bullying tactics!  
  

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

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 signed a contract for 13 replacement windows and one 3-panel sliding glass door on 9/23/21 for $33,777.93. The windows and door were installed on 3/29 & 4/1/22. The windows & door leaked and dirt came in through the windows. We made dozens of call trying to get the windows fixed. They constantly told us that someone would call us back and no one ever does. We also emailed the president of RBA and tried calling management several times & got no response. We never got a screen for our sliding glass doors and 2 of our window screens (that we paid extra money for) we’re ruined during installation. It took until 7/26 to finally get our windows fixed. However they need to order parts for the sliding glass doors that will not be in until 12/27/22. They also lost all 3 of our missing screens so they have to reorder them (for the 3rd time) and those also will not be in until 12/27. They have told me they will call me weekly to keep me updated on the screens but I don’t believe them. They also told us the windows are energy star rated so we would be able to get a rebate from our electric co. Our electric co needs the cost of the windows minus tax and installation. We cannot get anyone to give us these figures. They keep passing it off to other people. The rebate is 25% of base cost of windows up to $5000. We stand to lose a good amount of money if they don’t give us this information. If they refuse to give us this information I would expect RBA to compensate us the $5000. We also want to be compensated for all the months of trying to get things done, for a dirty house because of all the dirt blowing in and for the stress of having to deal with people who do not respect you, your time or your home. For the amount of money we paid we expected to get much better service.

• Initial Complaint

  Date:07/21/2022

  Type:Delivery 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 2022 sliding doors were installed, but the screen door was not delivered/installed. After many calls/emails I still haven't received a response from the company.

  Business Response

  Date: 09/13/2022

  Ms. ****, 

  Thank you for allowing Renewal by Andersen of New Mexico to address your concerns regarding your screen door. Our records indicate that we provided the screen door to you on July 25, 2022. We appreciate the opportunity to work with you and hope that we have been able to provide you with excellent customer satisfaction. If you have any further questions or concerns, please feel free to contact me.

  Kim M******* **
  Legal Coordinator
  Xmplar, LLC
  **** ***** ** *** *** *****
  ************ ** **********
  ************
  ************
  
  

  Customer Answer

  Date: 09/14/2022

  
  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:07/12/2022

  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.

  On May 21, 2022 Tony M*******, Product Manager of Xmplar Stucco came by our house to give us a final quote to stucco our house. We agreed and got the paperwork started. Tony stated that he would be the one to give us updates and keep us apprised as to what was going on. A gentleman by the name of Mike P******, Production Manager came by to take a look at our house and said he would keep us updated as to when the job would be started. I received a text message from Mike telling me that they would be here June 16th to start the job. We waited the 16th, the 17th no call, no show. The morning of the 20th a crew rang our doorbell telling me they were here to start the job. So I said fine. I tried calling Tony and he sent a text that he was in a meeting. The crew started ripping off the siding, they had pulled the side, the back, part of the front when Tony decided to call back. He then became mad and used the analogy it’s like taking your car for an oil change and it turns out you needed a head gasket. He stated that would be another charge, in which I stated no there will not be because I never gave them the go ahead to do it. That was the last time I have heard from Tony. I have been waiting patiently to have our house completed. Mike who is in charge of the workers does not communicate letting us know when to expect the job to be completed. We are still waiting for the back of house to get done as well as the foundation of our house. The job needs to be completed and communication needs to start since we are the paying customers. I text Mike and all I get is the run around. He states so and so is going to call you, or I’ll get back to you when I get back to the office. And here we sit with no answers or timeframes.

  Business Response

  Date: 08/29/2022

  Ms. ******,

  We regret that your experience with Renewal by Andersen of NM has not been to your satisfaction thus far and hope that you will allow us to meet your expectations. Please contact me at your earliest convenience so that I may address your concerns directly. We look forward to working with you to provide an exceptional customer experience with Renewal by Andersen of New Mexico.
  

  Thank you,
  
  Kim M******
  Legal Coordinator
  Xmplar, LLC
  4100 Osuna Rd NE, Ste 2-201
  Albuquerque, NM 87109-4442
  ###-###-####
  ###-###-####

  Customer Answer

  Date: 09/12/2022

  Complaint: ********
  
  I am rejecting this response because:

  This issue has not been resolved.  Working with their legal team.

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