ComplaintsforRenewal by Andersen of Oregon

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Broken cement siding and some they tried to caulk to make it not so obvious. But it is.Huge gaps above the drip rail they said they can't caulk in case water somehow runs down the wall from above.What they really meant to say we only carry 1 width of trim and no mater what width is needed the customer gets a huge gap and the drip rail fancy cut so the huge gap can't be seen from the ends.Total disrespect to do to a senior homeowner that trusted RBA to do what they were paid to do.I talking to a employee of RBA they asked if I wanted to take a day off work for them to address the problem.No I want RBA to come and do the job correct.

  Business response

  06/25/2024

  Our President and Director of Production met with ******************** on June 20th 2024 and came to an agreement on what we would do to resolve his complaint. Our Director of Production returned the next day on June 21st and performed the work. ******************** said he was satisfied and promised to remove all the bad reviews online. This matter is resolved to our knowledge. Thanks,

  Customer response

  06/25/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A 2 yr nightmare of miss ordering, installing 2/3 times over and over, destruction to property, running over my tree's, hitting my deck, still have siding to replace and paint from the horrible window cutting siding, trashed all sideboard to window cutting with dull blades, over cutting into siding! Then a 15K painting of the home since all but 1 side of the home they damage boards! The list is extensive to property damage.

  Business response

  05/08/2024

  Dear *******************,
  
  Thank you for your time on the phone yesterday. I appreciate you taking the time to speak with me and go over your experience. Based on our conversation and my research of the project I have prepared 2 options for a settlement agreement that I feel provides you with a choice and is fair and reasonable given the circumstances. Please respond to this email when you read it so I am aware that you have received it successfully. I would appreciate a response to your preferred option by 5:00pm on Wednesday, May 15, 2024. I sincerely hope that we can come to an agreement.
  
  Option 1: RBA waives the collection of the balance of the contract in the amount of $43,546.50. RBA sends a refund check to you for the amount of $10,000. *** performs no additional work at the property. A signed settlement agreement by *************************** and *********************** and signed completion certificate by *************************** for finance company is required.
  
  Option 2: RBA will replace damaged siding due to window install at RBA discretion. RBA waives the collection of the balance of the contract in the amount of $43,546.50. No further amount will be due to RBA from ******************* and no amount will be due to ******************* from RBA. A signed settlement agreement by *************************** and *********************** and signed completion certificate by *************************** for finance company is required.
  
  I look forward to your response. 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mar 2023 ******************* came out bid for sliding ************* outswing door replaces 2 sliding doors. Wanted main opening to be the same as sliders. We signed contract. The **************** match the words for the outswing door w/left door that opens on french door. This is very important as dining room is super small. 7/27/23 they installed, french doors were backward, my table sits against the opening door. I have to move the table each time to use door. I immediatly called *******************, no response, so I called head office to which they tried to say it was the way I ordered it. No way, they also tried to say the pic was a view from the outside which if true then their words did not match the pic, they agreed to fix. 7/28 *** returned call said he would check into it. 8/11 Left message for ***, 8/15 left next mean message w/ *** & then left message at main office. 8/15 *** called no plan on timeframe. 8/16 rec'd new addendum to replace doors. Sept set to fix doors came to install & realized the center piece was not order, could not install without center piece. Said they will expedite it. Nov I left message, got a call back saying it would be end of Dec or early Jan for install. 2/2/24 I called ***. 2/6/24 lady (****?) Said they will call me by end of week to schedule. Ask about compensation for not being able to use our main door all this time, also home business so clients have to walk around house, said they would discuss compensation later. 2/13 called *** as no call by end of week, left really super ****** off message today is 2/14/24 no response yet. We started this March 2023 it is almost March 2024. They have never contacted me about what is going on only will call if I call first, no updates on what is going on. Will be calling again. We financed the ******. Half was paid up front. I put a hold on 2nd portion as they have not finished. I feel I am owed a discount as I and clients have to walk around to side door to enter & exit.

  Business response

  04/16/2024

  We completed this job on March 22nd 2024. We have no open action items for this project. When attempting to collect the balance owed we offered a substantial credit of $2,500 for the time it took to complete the project. The customer is refusing to pay us until 2026. 

  Customer response

  05/14/2024

   I am supposed to respond to a reply and is says to update by clicking on "have More Information tile on left. There is no Have more info tile on left or anywhere on your website. my id is ******** here is my repy to what Renewal By ******** wrote, they wrote: 1. We completed this job on March 2024. A. It was a full year after job was initiated due to many problems on their side. Should have been 4 months. 2. When attempting to collect the balance owed we offered a substantial credit of $2500, for the time it took to compete the project. A. We spent almost a year having to walk around our house to access it along with the fact I run a home based business so my clients also had to walk around our house to enter and exit. I told them for a $28,000 project ***** was not enough plus we had to buy almost $200 worth of curtains because we could not install our mini blinds into the frame as they told us the whole door and frame would have to be replaced. Our sales guy/initial contact said told us that was not an issue they would remove it off the purchase. So now their offer was really *****. I told them they could do better than that. 3. The customer is refusing to pay us until 2026. A. We had a signed agreement for financing thru them that was for 2 years from date it was done, at 0%interest. They dropped the ball and did not turn in their paperwork on time, so the financing only paid out the 1st half and then it expired on March 31st. That is 9 days after the job was complete. They then wanted me to get additional financing and sign more contracts. I told them that them dropping the ball on their paperwork and missing the deadline was not my issue it was theirs. I told them I would pay them a discounted amount, more like 5000 plus the curtains, by March 22, 2026. Per my original finance paperwork, that I signed. She said if I refuse to sign a new loan, they would take me to court. I said fine take me to court. She then sent me a Promissory Note with lots of legal for basically what I said I was going to do. And then they sent the doc u sign document out every day - basically harassing me to sign it. I finally did sign it. So now we are good, but their actions should be out there for everyone to decide if they want to do business with this type of company or not. *****

• Initial Complaint

  03/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  7/3/2023-signed the contract. Invoice dated 9/28/2023. Invoice #******. Contract is for 5 windows (1 egress window) & double front doors.The egress window is the only thing that qualifies for reimbursement under the Energy Trust of Oregon. The State requires that all windows have a U factor of .27 or below to qualify. The egress window is .27. The other windows are: .28, .28, .30, .29. The double doors are .30 (no performance data on doors). Windows are PG rating 40. My contract is for $40,321. Work started in 9/2023 & finished on January 19, 2024. **************** told me that the Energy Trust was out of money for 2023, but that was not true. Then they told me that the Trust had just changed their requirements. That was a lie. The Trust changed requirements in January 2023. They probably gave me what was left in the warehouse. I first saw the Renewal by Andersen ad on my ********** said I could get reimbursed by the Trust. The ad had the Energy Star on it. I saw another of their ads today & it shows the Energy Star with a .27 U Factor. When I called Andersen after I received the emails with all the pictures of the window stickers, they did not offer to change anything even though I was very angry. I told them I had talked to the people at the Energy Trust & that's when they lied to me about the requirements. I filled out the Incentive application for the Trust in 2023 & asked for the documentation, but they stonewalled me & told me the Trust was out of money. I tried to attach my documentation, but with no luck. Can I mail it to you? They didn't send me the documentation until February 2024.

  Business response

  03/12/2024

  We do not advertise energy trust of Oregon since they changed the requirements last year to most replacement windows not qualifying. In this claim, ************** confusing Energy Trust with Energy Star which is a federal rating. The customers windows meet replacement standards per state and federal regulations. Renewal by Andersen is a reputable manufacturer of windows and doors. We can't control Energy Trust of Oreogn standards based on funds available for replacement window rebates. The customer recieved custom made windows for her home and not something out of a warehouse. 

  Business response

  04/10/2024

  Hello,

  We have verbally satisfied this complaint with the consumer. They agreed verbally to remove the BBB complaint. Since then they have been unresponsive to us. We are closing this matter on our end as well. 

• Initial Complaint

  08/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Starting in May 2023 we signed a contract for a window replacement with Renewal by Andersen in Oregon.We requested the following:That they work with our siding contractor.That they keep the window sizing the same.That they provide financing option we discussed (no money down until windows ready to install, remainder on completion OR financed with no payments until the windows were installed).That all work be completed prior to winter.This was agreed to by *******************, the sales person. He took over $11,000.00 dollar down payment (10%).Within two week we received financing paperwork that REQUIRED payments as soon as it was signed, even though the windows were more than 20 weeks out.We refused to agree, and advised RBbA that this contradicted our agreement.RbA blamed Regi for misleading us, we found our own financing then paid them over 40% of the contracted price.On arrival of the laser measurement team, there were no lasers, and the measurements took 4 hours of the proposed 20 minute time scheduled.I was then told that the timeline was out to February, and that to comply with fire egress codes the windows all had to change size.Lastly, I was told that they did not want to work with our siding contractor, and that any warranty would be voided if the siding folks did work after the windows were installed.We attempted to discuss this and RbA will not have anyone but ******************* call or contact us after multiple requests (I dont want to negotiate with someone that does a bait-and-switch, and will not honor an agreement).I have now sent a letter requesting that the contract be voided as they have repeatedly not kept the agreements, and continually provide false and misleading information.They continue to state that we now owe them 30% because work was done, while they continued to tell us no work would be done until we signed tha final contract which I refused to do when it was apparent I was being lied to about fire codes.

  Business response

  08/11/2023

  *******,

  I am sorry to hear that you have had issues with communication with our company. It is my undersrtanding that our Senior Sales leadership team is actively working with you on this dispute. Please continue to work with them as they are the best resources to resolve this dispute with you. Thank you 

• Initial Complaint

  07/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a former customer of ********************** by ********************** and referred my neighbor's name for a reward for doing so. Her name is ****************************. She had a window done over a month ago and I have had to call ******** for my reward. I have called at least 12 times to ***************** the ************* and ***** to no avail. Even when I talked to **************** in person I was told they would call me back after checking with their boss about my reward. That was days ago and I have not received a call. I do have an answering service so I know that they have not called. They do not even answer their phone located on their letterhead. ***** has also called to state that my facts were true and she too had trouble getting through their main number. This is a shoddy and cheap way of doing business and I wish I had never referred Andersen to my friend or anyone else.

  Business response

  08/03/2023

  ********, 

  I am very sorry to hear that you have been unable to reach us and get resolution on your referral reward. It would be helpful to know the number(s) you have tried calling so I may pull the records and research what went wrong on our end so it may be fixed for future customers. In the meantime I am researching your referral reward you were promised and will get that resolved for you as soon as possible. 

   Thank you

• Initial Complaint

  06/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was quoted 1 price and when I was ready to pay my deposit I was told the price had gone up about 1 thousand dollars without explanation. Delivery time on the windows was delayed without me being informed. I called ******* today who told me she no longer works there and cant help me or even provide contact info of someone who can help me. I have called customer care several times with an issue that needs to be resolved and they dont return my calls. Obviously this seems like a scam and a company that cant be trusted.

  Business response

  06/14/2023

  Thank you for your inquiry. I am sorry to hear you had a hard time reaching us. For future reference the best number to call us on is our ************* Line at ************. I do see logs that a few team members have talked with you over the last few days. You had requested to be contacted by our sales team about your contract and they have reported that the matter with your contract was resolved. If that is not true, please let me know by responding to this. Thank you. 

• Initial Complaint

  04/21/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  3/27/22- initial consult and measure 6 Windows and sliding patio door.4/8/22- payment $6817.50 from 3rd party finance>******** 4/20/22- 2nd measure and gave $10k payment 10/ 22 sliding door installed 11/22 some Windows installed 3/23 last window installed after many many calls, msgs and emails now my 18mths zero financing from " completion date" I lost 5mths because ******** refusing to help and 3rd party finance ** refusing to follow up! ******** is NOT adding $1500+ to contracted amount due to their error from 4/22 and therefore not submitting my signed application to Energy Trust of Oregon for my President ***** rebate. ******** has been paid $23,635.00 as per contract and won't respond on the $1536.00 which they need to adjust off due to their incompetence. Thank you and hope you can help me because nothing else seems to work with company and I'm trying not to have to hire atty. I previously contacted the *** on the outside top window Openings above the trim P.S- I have more in depth notes etc if needed..

  Business response

  05/01/2023

  I am sorry you are dissatisfied with the billing process. This is being assigned to our Finanice Manager to investigate and reach out to you with resolution. Usually on financing the time to pay starts with the deposit which is required to place an order. Not when job is completed. They will be in touch after investigating your inquiry. Thank you

  Customer response

  05/05/2023

   
  Complaint: 19967733
  
  I am rejecting this response because:

  I have texts and emails confirming they did offer zero interest for 18months which will start on day of project completion because I made a deposit 4/20/22. If I didn't want to make a deposit the zero interest would be 12months!
  
  Sincerely,
  
  ***************************

  Customer response

  05/09/2023

  I'm trying to send emails via a file

  Customer response

  05/10/2023

  I just emailed the attachments that didn't go thru yesterday because the 1st batch wouldn't go thru via this app.

   

  I'm not sure what more is needed at this point.

   

  Thank you

  Customer response

  05/10/2023

  Here is an invoice dated 10/2022 that ******** emailed me on 2/16/23 which doesn't make sense to me and with incorrect information and no one is/was willing to respond to me..

   

  Thank you,

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

  Business response

  05/11/2023

  Our Finance ****** has been working with the bank to see if there is anything that can be done about when your same as cash clock starts. He will reach out with an update soon.  

  Customer response

  05/15/2023

  I sent one attachment via recent activity, however it wouldn't accept these 3.

   

  I'm not sure why ******** is taking so long to admit they are wrong as per my back up. 

   

  I did get a call from their finance company "Green sky" on Friday starting they will extend for 30 extra days. Which now expires 5/2024!

   

  Nothing has been mentioned about the $1500+ they never added to the agreement and now billing me different amounts let alone someone else invoice in my folder.

   

  Thank you,

  Carol 

  Customer response

  05/15/2023

   
  Complaint: 19967733
  
  I am rejecting this response because:

  I have sent plenty of back up showing 18mths with 0 interest from "date of completion".

  Now they asked me to sign off on Friday 5/12/23 upon delivery of last screen. There are the 3 invoices in my file as they are also billing me incorrectly!!  As per my previous complaint.

  Several Issues with this company in my original complaint.

  
  Sincerely,
  
  ***************************

  Business response

  05/16/2023

  *****,

  We have tried to reach you multiple times by phone. Please return our call asap. ************************;Direct ************.

  Thanks, 

  Customer response

  05/17/2023

   
  Complaint: 19967733
  
  I am rejecting this response because:

  Once again not telling the truth ******..

  You left me a voice mail 5/15/23 @ 2:42pm from ************* something about finance mgr and to please call you back otherwise you were "going to send me an email tomorrow"

  I returned your call yesterday 5/16/23 @ 2pm on the same number as above and left you a voice mail and no email from you or return call as of now 5/17/23 @ 5:03pm!!

  
  Carol 

  Business response

  05/18/2023

  *****,

  I have attached your original contract, change work order for the $1536 and a statement of your account showing the balance for the change order. Let me know if you have any other questions. 

  Thanks

   

  Customer response

  05/19/2023

  How long is this going to keep going back and forth, it's now been over a year!!

  This amount $1536.00 was suppose to be included in the 18 months zero interest!!!

  The 18mths will expire now 4mths earlier than contract " FROM COMPLETION DATE" since the finance ** has agreed to extend only 1 mth.

  HOW COME THIS AMOUNT WAS NEVER ADDED AS YOU HAD THE **** BACK ON 4/20/22- SAME DAY YOU ACCEPTED MY DEPOSIT AND 2nd MEASUREMENT WAS DONE?????

  All you guys care about is the $$$ obviously because my project took 1 year to complete vs your 6 mths per contract and your communication and transparency is nothing but unprofessional now 13 mths later.

  You were able to withdraw your final $$ from the finance company on 4/11/23= $23,635.00 total paid to you now- not my fault you guys can't get it together!!

  It's best to adjust this amount for what I've gone thru @ this time and let's be done........

  
  

  Business response

  05/22/2023

  *****,

  As a good will gesture the Change order amount of $1536 has been forgiven. You do not owe ** any further money. Reach back out to ****** if you need anything further. I am sorry we were unable to satisfy you. Best wishes to you going forward. 

   Take Care

  Customer response

  05/23/2023

   
  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.
  
  Sincerely,
  
  ************

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had them replace nearly all *************** in my house. Install was way later than expected, they sited COVID backlog. On final work day for the install, it was opted that several screens were missing. I was told someone would be in touch about getting those in place. 3 months later, nothing. I called a few times, couldn't get an firm date on the missing screens. I posted a negative ****** review and within days my screens were located. When their tech was out installing screens I realized 2 doors had been swapped. I had windows replaced with large sliding doors. They installed the large one in my dining room and a smaller on in the living room, rather than the large one in my living room. They are 15 inches different in width so not a minor, easyly made mistake. I've been waiting for call back on how to proceed from here and I have yet to get any possible solutions from them. Their accounts receiveable have told me they'll be filing a lein on my property because I refuse to pay the remaining balance until this gets sorted out. At this point I am still missing screens for one door and 2 doors are in the wrong location. I'm promised calls with updates that never happen. If I call I'm told the person that is working on this is unavailable. I'm tired of this run around and I'm hoping BBB can help.

  Business response

  05/01/2023

  We are very sorry for the delay. This account has been assigned to our Director of ************** ********************* who will review the complaint and research the account and call ******************. Thank you for your patience. 

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction - 3/11/2016 - trouble with door since installation - Renewal by Andersen of ******** has tried multiple times to resolve; RBA technicians only have made adjustments or maintained door; no structural changes or landscape changes have been made by homeowner since installation; RBA (Renewal by Andersen ) installing exact same door other locations; Homeowner 10 year warranty on components - Cost - $13,308.00 Product Andersen exterior door CCB ****** Renewal by Andersen of ********/ ******************************************************* Homeowner has made access to door available to RBA for inspection more than 10 times during period since installation; have heard from technicians RBA staff - "door installed incorrectly, trying loctite to keep hinges in place - tried loctite again; multiple adjustments ; new hinges necessary - new hinges on back order for 4 months - called after 4 months to check on and told hinges arrived yesterday - technician arrived to discover they had ordered wrong hinges now reordering hinges " Homeowner has in good faith called each time door has issues and been at home and flexible for RBA technicians to come and access and resolve issue. Homeowner is now 7 years in to 10 year warranty and issue not resolved. Homeowner will be satisfied if door replaced and reinstalled with new warranty to begin at time of installation.

  Business response

  02/06/2023

  We are sorry the ****************** has had multiple issues with her door. It is unussual to have adjustments fix the issue then have it keep occiring. We have ordered hinges for the customer and they will be arriving in 6-8 weeks. Our Production Manager who last assessed the door has 20 years experience with Andersen doors and will be the one to replace the hinges whe they arrive. We will call ****************** as soon as they are here to schedule the service. The door itself is not damaged and would be extrememly wasteful and destructive to replace the whole unit at this point. 

  Customer response

  02/06/2023

   
  Complaint: 18895854
  
  I am rejecting this response because: Please see attached documents showing that Renewal by Andersen has attempted to resolve this issue since installation on 5/6/2016 with 21 attempts.  An explanation new hinges will resolve the issue that has been ongoing for 7 years after 21 attempts of not installing new hinges is "possible" but the fact remains that 7 of the 10 year warranty has expired and a request for continued warranty after hinges installed has meet with no assurance/reply. The statement that replacing would be wasteful is insulting.  Why would Renewal by Andersen have come to resolve issue 21 times and not done so?  The word "wasteful" is wasted on this explanation to homeowner as they hired a reputable national firm to install a quality door.  The first hinges orderd by Renewal by Andersen were the wrong ones ; attempted installation in January 2023- new ones have been ordered and are supposed to be installed in April 2023 thus leaving the homeowner with more time expired from Warranty and continued access to their home and time for resolution of this issue.  Homeowner is requesting replacement of door with new warranty at this juncture as no resolution has been offered for continuation of warranty after -in goodfaith-  7 years and 21 attempts. 
  
  Sincerely,
  
  *************************

*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. ↩