Business ProfileforRenewal By Andersen of WNY

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.