Complaints

This profile includes complaints for Sound Window & Door, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Sound Window & Door, Inc.

  700 S Renton Village Pl Ste 600 Renton, WA 98057-3235

  
• 

  Sound Window & Door, Inc.

  210 E Montgomery Ave Spokane, WA 99207-2221

  
• 

  Central Ca Window & Door LLC

  2883 E Dorothy St Fresno, CA 93706

• 

  Central Ca Window & Door LLC

  2883 E Dorothy St Fresno, CA 93706

• 

  Sound Window & Door, Inc.

  511 W Mcgregor Dr Boise, ID 83705-5224

  

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:03/05/2025

  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.

  I purchased three doors @ ********* a door. Two of the doors are installed correctly. One of the doors is not aligned correctly. There is a section between the door and the frame that I can place my finger in. The top and bottom of the door fit the frame however, the middle section of the door is more than 1/2" away from the frame. Either the door or the frame is offset. The deadbolt is on the door incorrectly also. I spoke to ********, and she stated the door was satisfactory within their standards. I am not happy with the installation and want the door repaired or replaced. There is supposed to be a lifetime warranty however, I am being ignored, and my calls are not returned.

  

  Business Response

  Date: 03/21/2025

  We are here, because we failed to fulfill our commitment of communication with our Homeowner.  Our homeowners should never have to wait for for any sort of communication and that was a major catalyst in this complaint.  We didn't didn't display any urgency until it was too late.  Yes there were some adjustments needed on the hardware and  too much shim in the door set which is causing the reveals to be off.  I think I would have questioned the same thing.  The homeowner has been great, was receptive to the solutions proposed by our team and am thankful to say that we will be out at her home today to finish up the remaining resolutions.  Our team Central *************** as young as they be, understand what should've happened to have represented  a better OA experience for our homeowner as that is what we strive for each and every day.  We are thankful for ***** sharing her experience with us, and are extremely sorry that we didn't live up to our standards of providing a great customer experience.

  Customer Answer

  Date: 03/24/2025

   
  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

  Date:02/20/2025

  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.

  Multipane Entry door purchased (5/27/2009) **** installation (8/5/2009). This past summer 2024 we noticed some of the window panes had developed a foggy discoloration. The Sales Agreement, and the Warranty Booklets provided at time of purchase say "The products sold to you pursuant to the Agreement are subject to the Limited Warranty for Renewal by Andersen Products and Installation, a copy of which has been furnished to you and is incorporated in this Agreement by reference." They are refusing to honor the 20-year limited warranty for glass because they installed a ******* door - considered a third-party vendor - who they no longer work with. Nowhere on the agreement is *******, nor any third-party, mentioned, and I see no exceptions made for such an occurance. Upon installation more than two months later, we removed a door sticker that was applied by ******* and saved it for **************** instructions. That sticker indicates ******* has a 5 year limited warranty, but ******* has told us warranty issues are covered by the dealer. Our dealer, Sound Window/Renewal by Andersen, led us to believe their own warranty applied to this sale, but now they are backpeddling because they chose to end third-party arrangements; something that we, as consumers, had nothing to do with.I would appreciate your assistance in getting this resolved.

  

  Business Response

  Date: 03/06/2025

  In response to complaint filed by ***** ******* about her ******* Entry door that she purchased through Sound Window and Door dba Renewal by Andersen of WA.  The door purchased in May ********************* August 2009.  Renewal by Andersen of WA as an affiliate sold and installed windows built by Renewal by Andersen, complimented by patio doors built  by Andersen Windows and Doors, ******* doors, and Therma-Tru Fiberglass doors.  The entry doors provided by ******* and Therma-Tru were sold between 2004-2014.  These doors were sold as part of a complementary line up to the Renewal by Andersen Window product.  

  These products came with their own manufacturers warranty not included within the Renewal by Andersen limited warranty of 20 years glass by manufacture defect. 10 year frame and hardware , and the 2 year install warranty given.  At the time of install these doors would have come with their own manufacture warranty based on the door.  In the case of the ********* entry door, their ******* glazing warranty would have been 5 years on the glazing from receipt of the door from *******..  

  As stated by the complainant, it is the job of the dealer to service and warranty the ******* product.  That would be correct, if we, Sound Window and Door,  were still an active ******* dealer.  We have not been a ******* Dealer for 10+ years. 

  The product itself is not currently under manufacture warranty as entire warranty would have expired in May 2014.  I went back and researched to make sure that there wasn't anything we missed or could do within the confines of the Renewal by Andersen warranty.  After clarification,  my findings are such that this service request would not be covered by the The Renewal by Andersen warranty for window glazing.   

  Possible solutions for repair; ******* does have a multiple dealers in the area that can service the sidelight for the homeowner at a cost, and of course there are options to purchase another door.  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22969976
  
  I am rejecting this response because:

  Again, our Sales Agreement makes no mention of the ******* brand, or any alternate / third party warranty. Instead, it clearly states "The products sold to you pursuant to this Agreement are subject to the Limited Warranty for Renewal by Andersen". Additionally, a copy of said warranty was provided in two different manners: Within a multiple page 'Care & Maintenance of Renewal Products' booklet, as well as a separate Warranty information sheet. Any reasonable person would believe this information applied to their purchase, why else would you give it to me?

  Per the *** ********-**** Act "If you sell directly to consumers who come to your place of business to buy, you must make written warranties available at the point of sale. You must do this with all written warranties on the products you sell." You did this by providing Renewal by Andersen warranty information and had me sign a Renewal by Andersen Sales Agreement. I therefore had a legitimate expectation that my purchase was covered as stated by the warranties you presented.

  To now say that my entry door has a different warranty and that it would have been provided upon installation, is fraudulent and contrary to what the law requires. I received no details of any ******* warranty upon installation. I went to your showroom as a designer familiar with good quality, not to be deceived and sold product that does not meet your own standards. I am hopeful you understand my position and that we can come to some kind of mutual agreement. 

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

• Initial Complaint

  Date:02/07/2025

  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.

  September 23, 2024 New windows and doors installed. Was told by salesman my windows and doors would be better protection from heat and cold. My house is a lot colder than it was with the original windows from the 1970s. Technicians have been out twice. And that was before the temperature outside got cold is in the teens for outside temperature. Now that it is that kind of cold my house is unbearably cold in the morning. It was 59 this morning. It has never been that cold before. The front door is leaking cold air. Last technician told me that it takes 4 seasons for the windows to fully work!? What am I supposed to do in the meantime? The last technician did add some windows plugs in the trays where there were holes to let any water accumulation out. Well, duh,... that also lets cold air in! What are they thinking having that feature in ***** in the winter. I am extremely unhappy and have not only told them so but left a scathing review several weeks ago but have heard nothing from the company.

  Customer Answer

  Date: 02/07/2025

  The Renewal by Andersen Company I dealt with is located at ************************** Boise, ID *****. I have contacted them several times by phone (left messages) and by email and have heard nothing back from them. 

  

  Business Response

  Date: 02/26/2025

  Hello all,

  The homeowner is concerned that after having her new windows and door installed her home feels colder than it did before the transformation.  Our team has been out to the home multiple times to inspect the windows and door for proper installation and proper functioning of the products.  During these visits we used some tools to check for temperature as well as used an infrared camera to detect air infiltration.  None of these test showed that the windows or door were installed incorrectly or that they were not performing at their optimum.

  As our team spoke with the homeowner and letting her know that the windows and door were performing where they should be that there could be another issue within the home that could be attributing to these negative attributes.  Obviously, the homeowner isn't happy about what is happening with her home as she had invested a lot of money to upgrade her home.  We suggested that a 3rd party auditor come into her home to perform an energy audit to see what is happening in her home.  We reached out to a few auditors and communicated with the homeowner to get one scheduled.  We offered to pay for the service as we want to understand what is going on and if the there is something with the windows and door that are contributing to the concern that the homeowner has that her house is colder now that the our windows and door are installed.  The homeowner has opted to pay for the service herself as she wants to get to the bottom of it.  ***************** also sent her a rebate form to get reimbursed for some or all of the cost of the audit.  We have been included in all the correspondence between the auditor, and her power company.

  In my conversation with the homeowner yesterday, I could feel her frustration, more so that it is taking forever to find a solution.   I explained to her that we are here and want to know what the issue is and what can we do to help with any resolutions or recommendations that the auditor suggests.  In our opinion there is no doubt that the new windows and door are working the way they are supposed, but their efficiency is creating havoc on the rest of the home.  One observation I made just in hearing the homeowner is that her wood burning fireplace is just smoldering and not blazing.  This tells me that there is no oxygen in the air to feed the fire.  This points to the windows and door being sealed nice and tight not allowing airflow.  She did state that she can feel a breeze at the door and that could be a vacuum effect going on from the wood fireplace sucking any air it can get to fuel itself.  We think this breeze that hse is feeling  from the door is a combination of a couple of things.  One the wood burner is sucking air into the home to feed, and the door has a multipoint hardware system, and if you do not engage this multipoint each time, the soor will not be sealed 100%.  Our team has shared this with her, but itis our feeling that this is not happening each time.  

  I let the homeowner know that from our testing the windows are performing the way they are supposed and that we are not walking away until we can get a better understanding of the relationship between the new windows and the door we installed and the current situation in her home.  We asked to be a apart of the audit and to received the audit report to better understand what is going on within her home.  The homeowner is reluctant to have us attend or to see the report, so I am unsure we can be of help beyond this point as although we want to be of any help we can  to help resolve this for her.  As stated I think it is just that the windows are performing where they need to be that their is no air to feed the wood burning stove which results in a colder home which is having a vacuum effect on the home bringing in any air that it can to feed the burner.  The homeowner of course is cautious and frustrated with what is going on with her home after have us install new windows and a door.  I expressed to her that it is ok to have those feelings.  I apologized that this is her current experience with the new product.  We re hoping to get to a resolution for the homeowner.  It may be as simple as adding a fresh air intake into her burner.  We have done our testing, and we have shared the results with her and are still interested in understanding how we can make this experience even better for her. 

  I enjoyed my conversation with the homeowner and would hope that we could help her improve her situation and Lover her new windows and door as we expect she should. She has my direct line to reach out to me if I can be of service along the way.  

  ***** *****

  CX Director

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22750649
  
  I am rejecting this response because:

  I have attached a response to the letter sent by Renewal by Andersen yesterday.
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 03/15/2025

  Your process is confusing. Hope this is the right way to respond. I f you are asking about the ****************** Audit it took place Tuesday March 11, 2025. According to the auditor I will only receive a written response on an Idaho Power generic form. Nothing that is unique to my circumstance or my property

• Initial Complaint

  Date:09/29/2024

  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.

  Ordered new patio door. Installation in June was completely botched. Took another month to send a crew to correct. Ordered another screen door slider track that was ruined during first installation and ordered the wrong model. A month later and have not heard back from company, they took second half of total payment and are not taking or returning my calls.

  

  Business Response

  Date: 10/10/2024

  We have completed the project for Mr. Rasmusen and the team reports they are happy with the door.  We failed to connect with the homeowner when the parts had arrived for his door to complete it, that was the gap in time that the homeowner is referring to in his complaint.  The Project manager accepted responsibility for not keeping the homeowner informed about the parts arrival and of course scheduling the follow up visit.  I left a message with the homeowner this morning to make sure that we have addressed his concern and that he is happy the completion of his project.  Clearly we should have been better stewards of Mr. Rasmusen's project.  A learning lesson for sure and some coaching to prevent follow up tasks. like these, from falling through the cracks in the future.  I look forward to speaking with the Mr. Rasmusen in the upcoming days to make sure we have addressed all of his concerns.

• Initial Complaint

  Date:09/05/2024

  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.

  I started the quest of new windows back in October 2023. Renewal by ******** started the project May of 2024. From day one I had issues. The first issue was resolved successfully. They dropped a window on my dryer vent but they did the right thing and it was fixed properly. My big issue is a round window in the back of the house. They told me I would love it. This is the second time they have been out to make it look acceptable but it still isn't. Not only does it not look acceptable, they took off my siding and then put it back on and put screws in the siding and put caulk over them! I contacted the manager right away and told her how upset I was! While they were repairing that window they were supposed to fix my screens also. The screens look like they used a damaged roll of screen and they were not addressed at all. There are 7 out of 11 screens that look like this. The manager said she forgot and she said the round window looked good to her! She said she would have someone higher up then her to contact me but that hasn't happened either! I don't know what to do at this point. They also asked me to sign a paper saying that the job was complete but I refused to sign as the job is not done and I am not satisfied with the appearance of the round specialty window or the damaged screens.

  

  Business Response

  Date: 10/11/2024

  Wde have a project with the Garreds that hasn't gone the way everyone would have expected.  They are frustrated that we are not addressing their concerns.  We scheduled a walkthrough with them at their vacation home and talked through all of the issues and have established a game plan.  I had the chance to follow up with Patricia and her husband about how the walkthrough went and they are happy that the project is finally getting some attention and that their concerns will be addressed.  I don't think we responded fast enough to their concerns and were otherwise passive.  We discovered some great coaching opportunities that need to be had with our team about active listening.  I am confident that with everything in front of us we will be able to complete the project to the homeowners standards.  

  Customer Answer

  Date: 10/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22244806, however, I am still waiting for a date to have things repaired and replaced. The issue was talked over, but I am still waiting on things to get done. So this issue is still not resolved yet.
  

  Sincerely,
  
  Patricia Garred

• Initial Complaint

  Date:07/09/2024

  Type:Product 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.

  On 7/6/24 I received yet again an unwanted folksy handwritten advertisement in the mail from Renewal by ********, ***********************************************************. --Last fall when I got a similar unwanted flier (they seem to come monthly) I called and was told I'd be removed from mailings. --4/6/24 similar unwanted flier received. I chatted on the website and confirmed I would be removed from mailings. --5/4/24 similar unwanted flier received. I chatted on the website and confirmed I would be removed from mailings. --6/1/24 -4/6/24 similar unwanted flier received. I called the number shown, ************, and was assured by a surprised and apologetic ***** that I'm still getting unwanted mail and was assured I would be removed from all future mailings. Andersen will not take no for an answer. But NO, I do not want to hear from Andersen again, ever, Can you stop this harassment? No contact by Andersen requested other than confirmation in writing that they will cease all mail to our address.

  

  Business Response

  Date: 07/19/2024

  **************,

  Thank you bringing this to us.  I am sorry that earlier attempts to get you removed from our marketing campaigns have proved fruitless.  I want to assure you that if we get a request to stop the mailings it is not our intent to keep sending them stuff. we want to take action to stop the mailings.  With that said there is a couple of things to note.  There are typically two starting points of our marketing; one from a national perspective and one from a regional perspective  We both do 3-4 month campaigns, which means that when we start it usually takes that time to go through the campaign and a homeowner might receive 2, 3, maybe 4 mailers.  We have effectively put a stop to sending you future campaigns, however we are in the middle of a campaign now and you might receive 1-2 more mailings.  I am letting you know that these will come over the month or two.  After that you should not receive anything from us.  If you do, please let me know right away so I can see what happened but I am confident we have put the stop to all things.  I understand you do not want to receive our marketing pieces, so it is our duty to make sure that we do just that.

  Again I am sorry that your past attempts to get this addressed.  We appreciate you taking the time to let us know and will work to make sure that they stop.

  If you have any questions, or you are still receiving items, please feel free to reach out to me directly.  ***** E CX Manager, ************

  Customer Answer

  Date: 07/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Andersen Windows assured me on two occasions earlier this year that they would stop all mailings and indicated they were sorry and surprised that I keep getting the mailings, etc. And they failed once again with this latest junk mail. So we'll see if ***** (*****) is good for his word.

  Thank you BBB for your efforts. Please close the case.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/07/2024

  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.

  Renewal by Andersen sent out a mailer, including to me, that offered a telephone number that "is no longer in service" by which to contact their business. To wit, ************.To determine whether the business was legitimate, other published phone numbers for RBA (Renewal by Andersen) eventually led me to an office in ******, **********, whose personnel claimed authority over the ************* but who could not verify nor explain the inoperative phone number on the mailer.

  

  Business Response

  Date: 06/14/2024

  This was filed with the wrong company. This is Renewal by Andersen of Oregon. They need to file this wilth the BBB for Renewal by Andersen of ***** or ****** 

  Customer Answer

  Date: 06/15/2024

   
  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.
  

  FOLLOW-UP!!  I searched for the more-local BBB contact information and could not find the BBB for *****, nor for Boise.  Please, if you would, provide that contact information for me.

   

  Sincerely,
  

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

  

  Business Response

  Date: 06/18/2024

  Good afternoon all,

  I had the great pleasure to reach out and speak with the homeowner this afternoon.  Thanked the homeowner for bringing this to our attention.  As it will be a costly fix, we are thankful he brought it forth.  I believe that he felt like he was in sort of scamming situation due to the in operable phone number.  He did purchase from another Renewal by Andersen affiliate about 10 years ago and felt that he had received the best deal back then and wouldn't be able to get to the same deal in today's market.  I made sure he had my number in case something came up in the future.  I hopefully was able to explain our company and its locations.  In his call with/and message he questioned why would we would be doing business our of ******, ** as that was a red flag for him.  Our corporate office is located in ******, ** but we have an office in Boise that he is welcome to drive to to see that we are real.  The cause of the dead phone number was a vendor issue, and will take a bit to fix.

  He mentioned that we have an issue with high turnover in our Boise store, I reassured him that *** have been the company he purchased windows from 10 years ago  as our management team has been the same in our Boise location since we took over about 5 years ago, with the exception of 1 ,mid level manager.  I also mentioned to him that we have won "Best of Treasure Island" and the "Best of Idaho" the last two years, so we work hard ever day to enhance our homeowners lives, but we are not lost on making sure we work on every detail.  In the end, the homeowner asked that we remove him from our mailing list as he didn't need the extra mail.  He made this request last week when he spoke with our scheduling team in *******  I explained how the process works to get removed from the list. And that the key thing is that it will take a few months, depending on where we are at in that particular campaign. The reason is if the cards have been printed we are unable to pull out the selective cards. I did let him know that he was still receiving mail after 3-4 months to give me a call so I can investigate the "why" behind it. 

  Lastly, I also let the homeowner know that if he needed anything regarding his windows for service and warranty he can give me a ring and I can get him connected with the correct team.

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

  CX Manager 

  RbA WA, RbA of Boise, and RbA of Central CA.

   

  Customer Answer

  Date: 06/19/2024

   
  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.

  RBA's representative was thorough in his response.  I appreciated the effort and time he took to acknowledge the error, and to address correction(s), as well as to address my (other) concerns.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/22/2024

  Type:Order 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.

  The original contract was signed 02/12/24. An addendum to the contract was effected 02/19/24.I paid $3,000.00 as a deposit.RBA committed to installing 4 windows AND obtaining a permit for the work which the city of **** requires.I stressed to ************************* the necessity of obtaining the permit due to an officious neighbor who will insert herself into the install and cause a cease work order by the city of ****. On pg 4 of the contract the permit and its cost is noted/included. On pg 19, under the heading of what RBA does not do pull permits is listed. However, ********************* assured me that RBA would pull the permit. On 02/19/24, a technician/installer, ************************* came to my home for measurements. He advised that I had been overcharged for an item, the overage would be corrected and the overage applied to the cost of replacing 2 window *****. He never mentioned the permit. On Saturday 04/20/24, as I am reviewing the checklist to ensure that the home is ready for install, I see that ************************* removed the permit from the contract and forged my signature! I called ********************* who acted like that he was surprised about the permit being removed and that when the installer advised him that RBA does not pull permits he told him that this permit needed to be pulled. It is now clear to me that RBA is not going to change company policy for one client. I am appalled by the deceitfulness and manipulation of ********************* and *************************. Generally businesses dont like to pull permits due to the timeframes involved. However my job was initially 4 months out and **** is a small city so pulling the permit should not have been problematic. Along with a permit is an inspection and I am now concerned about the quality of the install and whether that is the issue.

  

  Business Response

  Date: 04/26/2024

  This one has me at my wits end.  We are forced to succumb to this as, this homeowner will not participate in a conversation about the experience.  Everything has been in text and or/email and if you read all the items, the "homeowner" is all over the place.  Each piece of communication has been in my opinion written by someone else.  This homeowner before 4/20/24 has had about 7 phone calls with the team discussing every step of the project.  Backstory, we sold and installed windows for her daughter back in 2018/2019.  The daughter says, I think my mom will want some windows as well.  We went out and sold the Mom windows back in 2019, she then reached out to the DC and said, I am not financially ready for this what can we do, the DC said no problem, let us know if we can be of service to you in the future, fast forward until the present and she calls us out.  The consultant was the same consultant that she had five years ago and they picked up where they left off, if gave her a couple of options that she felt comfortable with and we are off and good to go with a signed contract.    When we go out to verify the measurements and the install, the tech notices there was an inadvertent extra charge for a second permit fee that was not needed.  While doing the inspection, they found some rot in the exterior trim, the tech called for the homeowner he could explain the issue and see what is our concern, as well as the solution to the issue.  He also saw the same thing happening on one of the back windows, but did not show her the distressed sill on this particular windows.  The procedure to replace the exterior sill is fairly easy and because we are in the *** typically not uncommon of an occurrence.  Product arrives we are set for install.  On April 20th the text messages and emails start flying about deceit and illegal activities by one of team.  Her communication is full of falsehoods and hyperbole.  I asked to have a recorded phone conversation so I can ask for the details of the improprieties and nothing.  You know when we do wrong we are the first to try and make it right.  In all my years of this, I have never been so incensed with actions as these.  My belief is that her kids are speaking on her behalf, as I think there was a comment about predatory tactics against senior citizens.  that is tough as we have history with this homeowner, so that is a stretch.  Also I believe there are 7 accusations that are unproven and unfairly spoken on other platforms.  No protection for the Business, unless I choose to take them to court and for what.  So I have a BBB complaint that cannot be resolved as a situation, I can succumb to cancelling her project and refunding her monies, but I still have a complaint that is unfounded.  

  I hope their is a chance to review the documents, my favorite one is where she says that we doctor the documents to show we are right, she provided you with the documents.  There were legitimately 2 charges on her contract, which I pointed out.  They also claim that ***** forged her signature on the addendum, I say compare for yourself, those are the same signatures.  Besides we had 2 techs in her home to measure so we have the witnesses of this.  This is nothing more than a smear campaign and this should be removed from our record.  

  *****

  

  Business Response

  Date: 04/26/2024

  All attempts to communicate with the homeowner have been done via text and email.  I requested to have a recorded call with transcriptions so  she would have a copy because her request was to have everything recorded and in writing.  The purpose of this is to discuss the multiple allegations brought forth by the homeowner against or team members, we take these things very serious and are quick to act on them.  We have a stellar record in the community, state, and region, so when we hear that our team allegedly did something wrong,  we want to know about right away.  In this case the homeowner failed to engage with Renewal by Andersen in a reasonable, respectful way to discuss the allegations. Meaning that this is all smoke and mirrors to get out of a contract.  It is my humble opinion from my years of experience that the homeowners' family found out about the project and did not want her to move forward with so they produced this faade of deceit. First and foremost  just pick up the phone and have a conversation to discuss the issues and concerns, we are here to help.  We listened to you 5 years ago during your first purchase and worked out a plan, why would we not do that now?  It comes down to this,  if you don't want to do business with us, lets not do business; its that simple.   We have nothing to gain and everything to lose as a business by engaging in a dishonest way, so after 25 years why would we start now.   In the end after reading multiple text messages and emails trying to get to the bottom of the issues,  it is simply best to move on, we are terminating the contract with the homeowner, with no penalty.  The homeowner can expect to see a refund check within 21 days.

  Customer Answer

  Date: 05/02/2024

   
  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,
  
  Loris Blue

• Initial Complaint

  Date:01/26/2024

  Type:Sales and Advertising 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.

  Approximately 8 years ago a Renewal by ******** sales person (woman) solicited me to try to sell windows. I told her I was not interested and asked her to remove me from all marketing lists. Over the past eight years I have been bombarded with mail, calls, etc. I have called them and written them several times trying to get off their lists. I as even told on a few occasions the person had taken me off and I was assured I would not get any more mail, yet I continue to be bombarded with marketing materials. Their sales people and marketing tactics are extremely aggressive.I want help to be removed and also would like the BBB to document their aggressive marketing strategies so when others complain, it will be noted. Someone needs to stop them.Thank you!

  

  Business Response

  Date: 02/05/2024

  Thank you for sending this my way.  I am very sorry that you are receiving our marketing after you have asked to be removed.  Your case is an odd one as I do not see your information internally, which means nothing is being sent from us.  However you are receiving materials from our other campaigns in which we do not own those lists.  It will take me a few days to gather up some back history and to see what we can do to get you removed.  I have submitted your information into our DNM or non participating list to give to our vendors that own the data to which your name, address, etc. is on so depending on where we are at in the marketing campaign you may receive 1-2 more advertisements. So once you clear these campaigns as the pieces may have already been printed you should not receive any more contact from us.  But on the back side I also need to figure out why you were included back in the mix of our campaigns.  I am working that angle as we speak.  If anyone does not wish to participate in our marketing we shouldn't be sending them anything and for that I am really sorry.  I will do what I can to find out why we cannot shut down your communication.  Again it is worth noting that we, Renewal by Andersen does not own any lists that have your information on as it belongs to our marketing vendors, the trick is to notify them all that we wish to not include you in any marketing efforts that originate from us.

  Thank you again for bringing this forward, and again I am very sorry for this inconvenience, but I am determined to get this resolved for you.  I will share any updates I have on efforts by next Monday.

   

  My direct line is ************

   

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

  CX manager

  

  Business Response

  Date: 02/12/2024

  Good morning,

  I wanted to circle back to give an update on the removing the homeowner from our marketing contacts.

  As of February 7. **** The name and address has been added to our do not contact list.  It has been sent to all of our partners that mail our campaigns out.  As previously stated, you are not in our internal marketing contacts, and will remain that way.  Our internal team will not call or email for any opportunity.  That is the good news.

  The bad news if you will is that depending where you are at in the current cycle, there may be media already printed and queued to send.  This means that there is a chance that you will receive additional marketing from us over the next 1-2 months.  But I have been reassured that you have been added to the *** list.  If by chance you do receive something down the road, please call me direct @ ************ so I can get it investigated for you.

  I do apologize that you have continued to receive our marketing pieces and my commitment to you is that you will never receive any other unwanted pieces from us.  It is my belief that we have clicked ever box to make sure that your name and address is suppressed from our marketing campaigns.  

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

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

  ******, 98407

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

  Thank you again for bringing this to me.

  Sincerely,

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

  CX Manager

   

   

   

  Customer Answer

  Date: 02/13/2024

   
  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 as long as there is follow through. The following are two things noted in the responses I find disturbing.
  

  1) the organization does not take full responsibility for the mailing lists which is very disturbing as it is their product they are constantly forcing on citizens. 
  

  2) I have been promised this several times without BBB intervention. I am going to give the company the benefit of the doubt; however, I expect there to be follow through. A time limit is important to me, so I will give them the two months. If I receive promo/ad material after that, I will follow up with the BBB.

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

• Initial Complaint

  Date:12/11/2023

  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.

  Renewal by ******** repetitively sends junk mail, calls me, and emails me, regardless of how many times I remove myself from their lists. It has escalated to the point of harassment, I have moved twice and their junk mail still follows. The main office that sends me junk mail is Renewal by ******** of Western Washington. ************. Chooserenewal.com

  

  Business Response

  Date: 12/27/2023

  We are here to address the concerns of ************************* regarding the amount of marketing that she is receiving from us.  I had a great call with her to understand what she was receiving, when and how often.  I also tried to explain that Renewal by Andersen does not own any list with her name, address, or contact information in it.  I explained that we build a campaign and we go to a vendor that owns these data lists and we say, send this piece to the following qualifiers, based off of zip code, homeowner status, value of home, etc. and then the community like ***** receives something in their email, text, or something in their mailbox..  ***** was great in sending some digital marketing examples that she had received in her email box.  I apologized to her and said that I was going to do everything I could to eliminate her receiving any of our marketing items, but cautioned that if we were in the middle of a campaign that it was still possible to receive something from us.

   

  On 12/19 I emailed ***** to let her know of our progress on suppressing her information from our marketing.  The email is below.

  I wanted to circle back with you to give you and update on our journey to remove you from our marketing efforts.  I asked our marketing team to start getting your information suppressed from all of the vendors that we use.    I got confirmation this morning that your email has been suppressed successfully as of 12/13.  Your mailing address was removed on Friday as well as your phone number. 
  
  Now I would love to say that we have been successful in removing all access, but there could be some residual stuff that you might see next month, just because that cycle has already been processed.
  
  The team is confident that they removed everything, but I want to set the right expectation with you.  If you do receive anything within the next ***** days ( if anything it might be a direct mail piece,either cardstock or like the letters you have received), please take a picture of it and send to me so I can continue to monitor the situation.  I am sorry that you were picked out of hundreds of thousand people to get our marketing and that you had to escalate to get things moving.  Thank you for bringing it to our attention and thank you for the opportunity to get it removed.    We do not have you in our system any longer, but there are companies that own the data. 
  
  I am going to let the BBB know that I have been working with you to get these resolved.  I am confident that we have done just that and that I have requested you forward me any marketing moving forward so I can get it addressed for you.  My hope is that this resolution has been put in place is acceptable to you.
  

  I have not heard back from *****, so I am hoping that she has not received anything further from us, but if she has, we want to know about it so we can work to get further suppression of her data.  

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

  CX Manager