ComplaintsforRenewal by Andersen of Oklahoma City

• Initial Complaint

  02/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On April 8, 2023, I signed a contract for replacement of 4 large windows which we to be made with premium fiber material. Since the materials and workmanship were purported to be superior the cost was high but ostensibly justified. When the windows were delivered in late June three of the four windows were defective with foreign material inside the glass packs. The replacements were reordered immediately and delivered in August. At that time one of the three windows was defective in the same way the first ones were. We were told at that time that with an expedited delivery it would be November before delivery of a replacement would be possible. Due to the demands of brain cancer treatment for my wife in **************, that window was installed on February 8, 2024.The installers did a fine job but the follow-up and discussion with the General Manager about the product was and delivery was discourteous at best.

  

  Business response

  02/20/2024

  We are not able to pull this name, address, or phone number up in any of our databases and do not believe this is a customer of ours. Please advise.

  Customer response

  02/20/2024

  Complaint: ********
  
  I am rejecting this response because:
  This response was directed by the BBB to ************** when, in fact, the Renewal by Andersen branch is located in Oklahoma.  Please re-direct it to the proper BBB office.  Thanks!
  
  
  Sincerely,
  
  *********************

  

  Business response

  03/01/2024

  Good morning,

  I have attached the picture that **************** sent into our general manager. As you can see it is very difficult to determine if there is anything wrong with the window from the photo. If the customer is unhappy with the appearance of the windows themselves there is very little that we can do regarding that. We spend up to 2 hours in the home with our customers explaining the product, showing them pictures and bring a physical display into the home for the customer to see and work with. The customer picks their options, and those options are confirmed with them at the time of final measure on a separate occasion. We do everything within our power to make sure that the customer is happy with the product and options they pick.  I have attached the email thread between **************** my general manager and as you can see, we made an effort to go out to his residence to see if there actually is a problem and we never heard back from him. Please let me know if there is anything else that you need from us.

  Thank you,

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

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 4 windows in July 2021 for $12,834. Prior to this, in 2019, I got 3 windows for $6,265. It is now Dec 2021 and the job is still not complete. During the 2021 install, the installers removed and re-installed 2 of the 2019 windows. They did not provide an explanation for why they did this and it was not part of the job. They broke the windows and damaged the wood frames. Additionally, they did not properly install the 4 new windows. They left a mess in our yard, including broken glass.This month a new install crew came to replace the broken windows but did not complete the job or repair the upstairs windows. We continue to have issues, including the installers breaking the windows, damaging the house, and not completing the job. On the interior, there is damage to paint and drywall. On the exterior, there is damage to the siding, wood frames, and the windows. 1 window remains broken. All the windows need new trim and caulk on the exterior. I have continued to be in contact with the company to try to resolve the situation, but they keep sending different people. Each time a new person comes, they don't have a record of previous communications so we restart the process of trying to resolve the situation. I would like the job to be completed ASAP. I would also like a partial refund of at least 10% and to receive coverage for the cost to make repairs to damage caused by the company (drywall, paint, siding, wood trim). My contract states that I can withhold 10% of the agreement price if I disagree that the work is complete.

  

  Business response

  01/07/2022

  We have and are working with ***************** on the matter of the 4 windows ordered on July 12, 2021.  We currently have scheduled for January 21, 2022 for the installer to clean walls, interior glass and frames; add new cedar and/or wrap on 5 window units where the installer cut the trim and shaved the wood.  We also have a finisher scheduled for January 21, 2022 also to touch up sheetrock; do paint touch up on scuffed siding.  

  We also went back out to take additional pictures of a small scratch on one of the windows to resubmit for warranty to manufacturing in *********. Awaiting resolution.

   

  We are working to resolve the errors on our part with the help of *************.

   

   

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