ComplaintsforRenewal By Andersen of WNY

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, We had two sliding glass doors installed last January 2023. One of the doors was upstairs in our sunroom. At the time, there was some rot under the door and the installers brought in some wood to fix the problem. I’ve enclosed some pictures from that installation. They told us that the issue was repaired. Installing a brand new $7500 door over rotted wood didn’t make a lot of sense so Renewal by Andersen repaired it. So we thought. Now it’s one year later. We are currently in the process of replacing our hardwood floors and the removal of the floor showed a major problem under this new door that was installed. It is completely rotted. Plus there is a wedge under the door. So obviously the problem wasn’t resolved as we were told. When we contacted Renewal by Andersen by phone and texted them these additional pictures they responded by calling us and telling us that the issue was ours and not their problem. Not in their scope they said. No responsibility. It’s either one of two problems. The rotted wood was not properly repaired or, if the rot extended under the floor at the time, the whole door insulation should have been delayed until it was repaired. Either way it’s a problem now as the wood has to be properly repaired and the door possibly removed and reinstalled. How does this affect the lifetime guarantee? Also, what can the company do to repair not only the door but their reputation? We didn’t want to make a big deal of this but Renewal by Andersen never answered a written email that was sent to the WNY office. We have attached before and after pictures detailing the problem. The pictures of the installation show the rot where the hardwood floor is in tact. The pictures of the current situation are with the hardwood floors removed. Both have rot under the door. Obviously the issue was never resolved. Thanks for your help.

  

  Business response

  04/09/2024

  In January of 2023, Renewal by Andersen of WNY installed a patio door into the home of Mr. **** ******* at **** ********** *** Canandaigua, NY  14424 to replace the homeowners existing patio door.  Upon removal of the older door, our installer noted rot and deterioration of the subfloor material directly under the threshold of the door to be replaced.  Photos of the deteriorated subfloor material were taken at the time by our installer (see attached photo) and it was noted to the homeowner that the rotted subfloor likely continued beyond the scope of our work and into the home under the rooms finished hardwood floor.  During our installation process the rotted material beneath the threshold was removed and it was then replaced by new subfloor material within the threshold area prior to installing the new patio door.  Our installer also took pictures of the new subfloor material once it was installed within the threshold area to properly document the process prior to performing the new door installation (see attached photo).  Again, this was all shared with the homeowner at the time of the installation and our lead installer has verified that the homeowner was aware of what was found and how the rot could likely continue underneath the finished hardwood floor which was not within the scope of work contracted with Renewal by Andersen.  It was also noted to the homeowner during the installation that the exterior deck surface as well as the decks ledger board were rotted and contributing to the deterioration of the interior subfloor.  At the time, all structural components of the rough opening and supporting floor joists were intact and free from structural damage.
  
   
  
  Any current repair or replacement of subfloor material extending into the home can be replaced with new subfloor material by a flooring contractor once the hardwood floor is removed.  Any interior floor work or subfloor replacement can be done without interference from the installed patio door or subfloor material under the threshold previously replaced by RbA.  Additionally, the rot problem is likely to continue until the exterior deck issues are properly addressed and resolved by the homeowner.
  
   
  
   
  
   
  
  Mike G********
  
  General Manager
  
  Renewal by Andersen WNY
  
   
  
  

  Customer response

  04/10/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This response by the company makes no sense. Why in the world would we spend $7500 for a new patio door and have it put over a floor that is most likely to continue rotting according to Renewal by Anderson?  If the company had told us that the rot was going to get worse or likely continue, we would not have agreed to put in the door in at that point.  We were told that the rot was fixed and that it was under the door and that everything would be fine.  I believe they just wanted to get the installation done and collect the money. The most logical solution would have been to delay the door installation until the entire rot problem was fixed which we would have been glad to do.  But the company obviously valued sales quantity over work quality.   It’s sad really because the company stresses how much better they are than their competitors with their own installers. An independent installer would’ve said no way to this installation.   Now we are in the process of finding contractors to fix the problem correctly.   Regards, **** ******* and ***** ******** 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

    They were placed August 9-10 - Trouble started when winds & cold weather started. They have been here more that 5-6 times. Trying to solve the problem. But never did. Last time they were here was Feb 5 & 6th. Terrible customer  service. Never buy the sliders - air comes through center windy had to place towels to keep draft out, I've never been sick in winter as much as now. Salesmen Charles S********* told me  that they are better than reg Andersons which they are not. Draft still not fixed they came in a cold guide & save these is better

  

  Business response

  03/14/2024

  
  Renewal by Andersen of WNY has been working with Ms. ****** and her requests for service for several months
  with many in-home service assessments by our qualified technicians. The homeowner's concern of excessive air
  infiltration has been thoroughly examined and addressed with each service appointment that has come to the
  same conclusion. Ms. ******'s gliding window is fully functioning and performing as intended and within the
  parameters of our manufacturing specifications. This information has been verified with our manufacturing field
  service and technical support team. High wind conditions will on occasion exceed the design pressure (DP) rating
  of all windows depending upon the DP rating associated with each window style, the overall size of the window,
  as well as environmental conditions such as prevailing wind direction and the home's location.
  In February of 2023, our Renewal by Andersen sales representative met with Ms. ****** in her home and
  presented Renewal by Andersen's window offering which includes various information on all of our window styles
  made available to consumers. A full color catalogue designed for consumers to explore our window offering was
  also given to Ms. ****** at the time of the appointment. Aesthetics, style of operation and performance, along
  with pricing and affordability, dictate the individual preferences that are often different from consumer to
  consumer. Ms. ****** chose the gliding window option according to her own personal preferences. An in-home
  follow up appointment was scheduled shortly after the sales appointment with a technician who verified and
  confirmed Ms. *******s selection of the gliding window. Our sales representative specifically recalls Ms. ******'s
  request for a gliding window due to it being lower priced than other available options.
  Information regarding our different window styles is made available to consumers during the sales appointment,
  again during our technical assessment and measure appointment, as well as on our comprehensive company
  website that is designed for consumers to explore our window offerings and specifications should they desire.
  Technical and performance information is also made available to any consumer interested in analyzing
  performance data.
  In good faith, we have offered a significant discount to Ms. ***** should she wish to choose another window style
  or configuration.
  Mike G********
  General Manager
  Renewal by Andersen WNY

• Initial Complaint

  04/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  RBA of WNY continues to call my teenage daughter's cell phone number at ************. She has spoken to them numerous times and asked them to stop and be placed on their do not call list. They call her from numerous phone numbers so she is not even able to block them. The representative states that they are looking for her estranged father, ***** ***** and that he signed up for a quote from this company so they will continue to contact her. She has told them repeatedly this is not his number nor the number to his address, yet they continue to contact her at her college which is not even in Western New York. I am the owner of this particular cell number and I want them to stop calling my teenage daughter as she has asked them numerous times to do so.

  

  Business response

  04/10/2023

  To whom it may concern:

   

  We received this inquiry from our corporate office. The information had to have been filled out by a person.  It was quarantined (removed from data base) on 4/1/23, once we were told the number did not belong to the name on the inquiry.

  We do apologize for any inconvenience. 

   

  Sincerely,

  Brendan W******

  Customer response

  04/11/2023

  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

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered the window/door unit last May 2021. The door was installed June 28, 2021. The first rain received I found my floor soaking wet on the inside. I called them they came out and ordered a new door. That door was installed in Aug or Sept. I will have to look for the specific date. The next day after the replacement door was installed I found snow inside my house. They came out again and ordered a new door. That door was installed sometime around the change in year. The installers left and the next day opened and closed the door and it did not want to close correctly. They came out again and decided maybe the entire frame was off and ordered a new frame. They came out to deliver a new unit this summer, pulled the original unit out, put in new unit and found out the door and the unit were not the right series and had to reinstall the old unit. Today they came to install the supposedly correct unit, removed the original unit and then let me know that the door placement in the unit was not in the middle as was ordered but instead was on the side. So now my original door has been reinstalled until they figure out what to do. I am tired after more than a year of their mistakes and not verifying what is being delivered to be installed. I can not complete the inside of my home remodel until the correct window unit is completely installed and I have to not work when they come to install the door or even when they come out to look at the issue. I am beyond upset and have patiently worked with them up to today.

  

  Business response

  10/26/2022

  Ms. ** ******,

         You have reached the Syracuse office of Renewal by Andersen in error. Your window purchase was with our Rochester office. They can be reached at: ###-###-####.

          

  Customer response

  11/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   

  I spoke with the general manager and he assured me that not only would they replace the entire door unit (again) that I would also receive monetary compensation for this long drawn out issue.  It has been over a year and every time they come to the house I have to change my schedule to be at the house.  I do not see that in the response to the BBB.
  
  Regards,
  
  **** *********
  
  
  
  

  
  

  

  Business response

  11/09/2022

  Any discussion concerning fair compensation will be handled after all issues have been resolved and will be directly with the consumer.

  Tell us why here...

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase replacement windows for our whole house little over a year ago. Shortly after they installed them we notice two window would fog up. After several calls to the local Renewal by Andersen and their headquarter We finally has someone from Buffalo come out. They told us it was atmospheric conditions or the fact we have heat vents under the window. Problem is we have three windows side by side in one room all with heat vents under them and two window in another room with the same conditions. We have 13 window that all face the backyard and two just fog up. I wanted new window and they said the warranty does not cover good windows and would not replace the windows.

  

  Business response

  08/26/2022

  I have attached our brochure portion explaining condensation, which has been given to Mr. **** multiple times. I also have included the service reports on which we addressed his concerns on our visits to his home. We have not been contacted for any new concerns and he is always free to reach out and contact us. We have reached out and left a voice message.

  This install actually was in 2019. 

  Please let me know if I can assist in any other way.

• Initial Complaint

  06/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had an appointment on May 13,2022, with Renewal by Andersen to install a picture window. RBA, did not honor their appointment or reach out to me to inform me that they were not keeping my appointment. When I called to inquire what happened, the Rep. told me, laughing, they triple book appointments and had no intention of keeping mine. I asked her to issue my check back, she said, Okay. The amount is for $1739.00. I have not received the refund or heard from them. I have followed up with two emails and was sent replies that the General Manager would be in-touch. I have not heard back. Thank You

  

  Business response

  06/13/2022

  The general manager has left a message for a return call from the consumer to discuss this matter and hopefully resolve.

  Customer response

  06/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  ****** ****
  
  
  
  
  

  Customer response

  06/15/2022

  I am waiting for an e-mail from Mr. *********. I spoke with him on the morning of June 14, 2022. He informed me that RBA would refund my money and dissolve our contract. I was informed I would receive an e-mail in the afternoon. I have not received the e-mail, as of yet. Stay tuned. Thank You Tell us why here...

  

  Business response

  06/20/2022

  Consumer states that the business has agreed to refund her deposit.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

       We needed to replace our windows. A salesperson by the name of J Shaughnessy (585-208-0827) convinced us that Anderson was the way to go. Several months later after windows were installed, weather conditions changed, I found pink insulation on the ground & good size holes in the corners of the upstairs windows, I contacted Dan in the service dept and contacted Scot several times. Response time was poor & he was unavailable several times. Finally someone from Anderson came down to take pictures & recorded defects. Dan instructed me to cover holes& cracks using duct tape. We were going into Winter & we agreed to address it in the Spring. A new service manager by the name of Tim contacted us after I leaving a message. He stated he was confused as to what we were claiming and refused to acknowledge responsibility. H2O seeped behind the siding causing damage that is no replaceable. Now we have to go for siding that is going to cost thousands.

  

  Business response

  05/13/2022

  As a valued customer of Renewal by Andersen, we are happy to assist you with service requests that are covered by our best in class product and installation warranty. In response to your desire for compensation as well as your complaint filed with the BBB, our technical and service teams have completed a thorough review of all history and communication related to your window project. We have reviewed all documentation from your original installation, all subsequent service requests and visits to your home, along with photos that were taken prior to your projects installation. Our installation and service records document four separate visits to your home which occurred between September 14,2020 through April 26, 2021: -Upon completion of your installation, records indicate that all finished details of your window project were reviewed during a post-installation inspection. Those completion details are supported by our Customer Completion Checklist that was authorized by **** ****** on 9/16/20. No observations of siding damage as a result of our installation were indicated or noted. -On 10/28/20 our service team returned to your home for a service appointment for window sash adjustments. No observations of siding damage as a result of our installation or service work were indicated or noted. -On 1/28/21 we returned to your home for a service appointment to address ice forming on the screens of two double hung windows in your living room. No observations of siding damage as a result of our installation or service work were indicated or noted. -On 4/26/2021 We conducted a service appointment to install a drip edge to address water dripping noises. No observations of siding damage as a result of our installation or service work were indicated or noted. On 11/8/21 our service notes document a call from ** ****** stating that the homes exterior siding has cracks adjacent to two second floor windows. Upon inspection of photos that were taken prior to our original installation, it was determined that the homes siding was deteriorated in a state of poor repair with several cracks, voids and various patches. Some of those cracks and repairs are visible along various parts of window trim prior to any work performed by Renewal by Andersen. On 12/17/21 our service notes document a call from ** ****** requesting that Renewal by Andersen return to the home in the spring to reset the windows due to a siding project that will include added sheathing that is currently not in place. The contractual scope of Renewal by Andersen’s installation work or any subsequent service request does not include the resetting of windows to accommodate other home repairs or improvement projects. Mr. ******, given the duration of time from our original installation, along with the poor condition and significant deterioration of your siding prior to performing our work, Renewal by Andersen can take no responsibility for the condition of your homes siding. The absence of sheathing behind your siding may well have contributed to your siding deterioration and failure. We can assure you that your homes siding issues are not the result of work performed by Renewal by Andersen. Should you have any service needs with any of our Renewal by Andersen products in the future we will be happy to serve you for as long as you own your home.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bay window foe the front of my house in April 2020, was installed June 2020. I had extreme leaking in feb 2022. Called and had an “expert” come out from Anderson to look at the window. Was in Florida so my boyfriends father was here to meet the gentleman and he said there’s nothing wrong it’s not the window and that the curtains aren’t blowing so it must be something else like the gutters. I get a contractor to replace the gutter and find out the window was curved and stuck under the side of my house and completely opened on top which is why it was leaking. John, the manger of buffalo came out last week Thursday to look at the improper installation told me someone would get back to me latest on Tuesday, I texted him asking for someone to speak to yesterday and now I haven’t heard back from anyone. I have no gutters on my house due to this issues and now have water in my basement because it’s not being diverted. On top of the obnoxious noises form water hitting things in the back yard which is why I’m awake now due to no gutters.

  

  Business response

  05/09/2022

  After visiting the home for a diagnostic visit, and reaching out to the manufacturer, we have a remedy that will completely resolve the issue. We have attempted to contact home owner multiple times and are waiting for a response to discuss. Once we speak with the consumer I will forward update.  Patricia S*******

  

  Business response

  05/10/2022

  We have attempted to reach out three times, and finally she responded to a text message saying she would call in to speak with General manager.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed a contract with RbA 3/13/21 for 12 new windows, installed 6/28 & 6/29. In October we noticed 4 awning windows and 1 casement were mis-measured. We suspected this because these windows have extra fibrex or quarter round molding between the new unit and the original molding. Apart from looking awful, it shouldn't be necessary since the inserts are custom made. Our suspicion was confirmed when we removed a piece of the molding to reveal a 3/4" piece of wood on both sides and the top of our new awning window. I called the Service Department 11/1 to inquire about a solution. The Buffalo Install Manager was scheduled to come out 11/9 so my wife and I took the day off to meet with him. He didn't show up or call. The following week the Rochester Install Manager & Service Coordinator came to see the windows. They agreed that the windows were not up to the RbA standards and offered to change the molding (which would not fix the molding to glass ratio issue). We stated that we wanted the windows replaced with the correct size. 11/30 our salesman came to look at the windows. He agreed that the result was subpar and took the case to the General Manager. I spoke with the GM via phone on 12/1. He said the measure tech followed the RbA process, and despite everyone agreeing the windows looked bad, insisted they were not at fault and would not replace the windows at their own cost. He then told us we had signed a document as part of our contract saying that we understood that these 5 windows would be outside of typical RbA standards. We found this document, which simply outlines the estimated measurements of the 4 awning and 1 casement windows. The measurements listed for each one are exactly what we wanted (fit to the molding), but not what we got. The size of the actual windows installed are smaller. We have paid a high price for a poor end product, wasted hours of time, and even vacation days trying to resolve this. RbA needs to replace these windows at no cost to us.

  

  Business response

  01/20/2022

  This was resolved and they signed a release. Please reach out to them and verify

  Customer response

  03/25/2022

  Business is in the process of resolving the complaint.

*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. ↩