ComplaintsforRenewal by Andersen of Greater WI & Milwaukee

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  * 3/18/2024 salesperson/consultant came to my house, and I asked for price on an "inside wood" sliding patio door. We discussed this and was told that is the most expensive door but it could be done, but they were able to give me a discount. I went ahead and agreed to this arangement for a "full wood sliding patio door" at the price discussed. I signed an agreement using a digital pad that was given to me and paid for half of the door that day. There was no paper contract with any detail, so I was also told that I would recieve a copy of the signed agreement two days after. This was very important because there is only a 3 day window to cancel and I was not given any written detail of the purchase. This signed contract was sent to me until 7/19/2024, 4 months after I was told I would receive this. A door was installed 05/31/2024, it was a "Vinyl-Clad Wood Frame" (according to the sticker on the door) which was not the type that I had discussed with the sales person. After seeing the mistake I immediatly called the sales person and got no answer. I then called the company the following day and was assured that the mistake would be rectified. I was told the sales consulant was not in the country but he would reach back asap. I did not recieve any communication from the sales consultant until 7/3/2024. When we got in contact he came over and said he would "look into this and talk to managment" and would not give a price for the door that was installed. He said he would come back on 7/5/2024 and give more detail on the price, he never came. He then called a week later and said I should pay for the other half. A few weeks later on 7/19/2024 I finally recieved a copy of the "signed" contract which included some detail on the purchase. Nothing in the purchase detail described a wood finish (see attachment). There was a personal note from the salesman asking for the second half of the payment and it seems my questioning and complaints were overlooked entierly.

  Customer response

  08/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  Consumer was contacted by the business and the issue was resolved. 
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This letter is for the customer service group at ******** Doors.Let me start out by giving you our names. *** and ***************************, ***************************************************On August 5th, 2020 we purchased a French Patio Door from Renewal by ********. After the door was on for approximately 4 months we could barely get it locked. Renewal came over and adjusted the door but said we needed to replace the door.This went on for the next 3 years with 3 replacement doors. The last time they were at our house(apox. 8 months ago) I was telling the service person how I had adjusted the door with the tool one of their service people gave me and showed me how to make adjustments. A short time later I received a call from their service manager and was told that because I adjusted the door myself that the warranty was now taken off of our door. The service person would not listen to what I had to say and hung up on me. We recently decided to purchase replacement windows for our home and as much as I like ******** products The last place I would buy them would be from Renewal. They boast about their fine service but we feel like we were treated very poorly. I recently had another window company come over for an estimate, and while here their service person looked at our door and told me how to remedy the problem. So after Renewal put 3 different doors on our house they didn't know how to fix our problem. We found out that all wood doors in Wisconsin will warp somewhat, and by applying a little grease on the dead bolts latches the door works just fine.

  

  Business response

  07/01/2024

  Business states this issue has been resolved.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Renewal by ******** has been sending us mail on a regular basis for years, even though we are on a do not contact list and also NEVER did business with them. I called them about 2 months ago to take me off of their distribution list, but yesterday we got another flyer from them.Also, what I found concerning is that they state on their message that by calling them and talking to a representative you give them permission to be contacted even if you are on the Do not contact list. I called them in order to be removed from their distribution list, but pretty much had to give them permission to continue contacting me. I don't this is is fair and nor sound from the legal perspective and should be looked into.

  

  Business response

  06/18/2024

  ************************* recently left a complaint on our Milwaukee location regarding us mailing and calling him. I have confirmed that he has been removed from our mail, call, email, and texts lists. He should not be contacted anymore.

  
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had windows in stalled throughout our entire second story and one on the main level in the summer of 23. We have had a couple of issues and they have all been addressed. However one of our kids windows leaked water into the room this past rain storm. We had a tech come out and look and he found that the cedar board that the window is installed to is rotten. This is about 20+ feet from the ground floor and you can't tell the wood is rotten from the ground. The tech did add patch so the leaking would stop for now. He recommended that the cedar get replaced. I called the service department back to understand if that is something that should have been caught and brought to my attention at the time of install. They agreed that the installer should have told me and given me the opportunity to get it replaced so they weren't installing new windows onto rotten wood which would cause damage to the house and window. They also mentioned that in the before/after pictures it was obvious to them that the wood was bad. Did no one have any integrity to tell me and give me the opportunity to fix? They did say that they assume the installer assumed I new about it and just installed. I have asked to talk to a manager as I am very disappointed that this type of installation is allowed and the service rep has said it is what it is. I am still waiting for a manager to call me back to discuss.

  

  Business response

  04/08/2024

  It is company policy that the installers are not required to point out issues with the home to homeowners, since we do not want to hold ourselves liable for giving out advice about other issues in the home that dont pertain to our product. Because our installers are only trained in window and door installation, they are not experts on other issues related to home improvement.

  We have spoken on the phone with the customer regarding the situation to try and explain that our team has no way of knowing the root cause of the leaking, and recommended that he bring out a siding company to look at the rotten wood in his home to see where the water is coming in from.

  Customer response

  04/16/2024

  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.
  
  I understand your policy and think it is a policy that companies with no integrity would take. This piece of wood that was rotten is directly connected to the window and isn't actually the sidding it is part of the trim for the window. This company has no integrity and doesn't actually care about the customer.
  
  Regards,
  
  *****************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window install, 2018 for the amount of $9812.00. Windows and installing problems from time of installment. Windows were replaced in 2021. Continued leaking and install problems. Rep ********************* has informed us installation warranty has run out. We are left with problematic windows. Company has been out numerous time and have yet resolved on going issues. A service rep was here and told my husband the best way to fix problem Windows was to remove them and start install over.

  

  Business response

  08/29/2023

  **SEE ATTACHED DOCUMENT**

  Customer response

  09/07/2023

  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.
  
  I would like to respond to the letter from **********************

  
  

  Yes, RBA came several times to "repair" and address our window installation.  Each time something was  found to be defective and tweaks were made. We were assured each time that the problems were taken care of. But we still have windows that leak air and fog up. If we wanted those problems we would have kept the old windows and saved our selves a lot of money and irritation.

  
  

  We made notes and records of all calls, correspondence and pictures we have had with RBA for the last 6 years.

  
  

  Addressing the blower test and thermal imaging test that were conducted , we have a few questions. **************did thermal imaging test on windows that are above registers and the furnace was running that day. So not sure how that would be accurate. ************ also did blower test using a lighter and yes has a picture-- this test was done on a windless day Dec 13,  2021.Again not sure how accurate that was.  *****, **** and *************************** video taped a match test on windows, all those matches were immediately blown out. Video should have been submitted to RBA by **************  So how can RBA confidently claim the windows passed those testings?

  
  

  Yes, ************, RBA's **** ************* her responses were all over the place and confusing. We were told and given info from ***** that condensation was the cause, then it was convection and then it was the placement of the windows on our house that caused these problems. Two of the techs that came to our house claimed to never have heard of convection problems. Todd  the tech did a humidity level test on our home and numbers came back within normal range.  We do not understand why only the windows installed by RBA have these issues. Each time a new technician came out we were told different theories, none were ever the same.

  
  

  We believe we have been more than patient with this company. In  the 6 years we have been left with spray insulation on our painted walls, curtains with holes, chipped wood trim and leaky windows 

  
  

  The last technician that came to the house said the only way to fix this problem would be to totally take windows out and start install all over. 

  
  

  All we really want is for the windows to be properly installed and leak free. I'm sure no one at RBA would  want to have poorly installed windows in their personal homes. 

  
  

  If we can not have the leaks fixed then we would expect a full refund. 

  
  

  
  Regards,
  
  ***************************

  

  Business response

  09/14/2023

  **SEE ATTACHED DOCUMENT**

  Customer response

  09/25/2023

  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.
  
  

  Thanks RBA for the further information regarding our concerns. However, could you please explain why only 2 of the 5 windows have this so called "convection" issue? Then could you explain if you are confident the issues with our windows is nothing more than  "convection", why the technician made adjustments to the windows EVERY TIME they came to the house?

  Regarding the cosmetic complaints, they were indeed done by RBA technician while doing their multiple tweaks to windows installed by Packerland.

  RBA installed the 2 new bay windows in 2021 so wouldn't the install warranty, (which is now past the time frame) be RBAs responsibility and not Packerland?

  In closing, it's obvious that RBA will not address anymore of our install issues. So be it. We will NEVER refer this company to any of our family, friends or neighbors. We will not be afraid to share  our experience with such a poorly run company. 

  If I were the president of ******** windows I wouldn't not want this company attached to my business.

  
  Regards,
  
  ***************************

  Customer response

  10/13/2023

  **SEE ATTACHED DOCUMENT**

• Initial Complaint

  06/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contacted "Renewal by ********" to obtain a replacement windows quote. ************************* met with my ******** at our home 4/27/23 & discussed window types & pricing. We settled on 4 windows totaling about $13,500 plus or minus. *** had us file a loan appl. We received what *** described as a high credit limit, much higher than the job and could add more to the order. We then entered our names into the apple machine for the contract. We were advised that the contract would be sent. *** then told us how the financing worked and said something about the first draw would be issued and not to worry about it, as it was just something that was done. Later I found out it was a 50% draw off the job total- if I had been told this, I would have known the contract cost was not $13,500.After some days passed and I found no record of getting the paperwork from ***, I called him & requested another copy (I might have said invoice referring to the purchase price) and the price for two additional windows that were the same sizes as the bedroom windows. I told him the measuring person would be here in the next few days & if the price was right, we could add those to the order. Again, I did not receive the cost/descriptor window information of the job. When the measuring fella came I did ask him if he could provide this, he said no, and he referred me back to *******On 6/5/23 I emailed & called *** asking for invoice info job. I did not know that *** would look at the request as something other than job costs/descriptors of products. He provided *************************, Accounting ********** emailed a contract which had all of the job #'s which disagreed with the $13500 job number agreed to during the day of the sale. I called ****** back within minutes of the email & stated the #'s were wrong. She said to call ***. I did & also spoke with ********* supervisor. Nether budded. I want the job cancelled w/o penalty. I called to cancel within minutes of reading the contract.

  Customer response

  06/26/2023

  This is the first contract that I opened.  I'm sure other contracts made it to my spam folder, but at the time I was looking for "Renewal by ********" name and/or letterhead to show up someplace in the heading listed in the spam folder.  I obtained many sales ad from them coming through in my Inbox.

  
  

  

  Business response

  06/30/2023

  To whom it may concern:

   

  In regard to *********************** complaint against Renewal by Andersen of Greater WIbelow is a forwarded email message from ***, the sales representative mentioned, proving that he provided a copy of the contract to ********************* on the day that the contract was signed (April 27). If the actual email is desired, we can forward the original email over.  Our Renewal by Andersen team is not able to alter pricing or dates after the fact, so we have attached the contract that ********************* signed, outlining the accurate final price, and dated April 27. Our sales team has made calls to try and address the situation. ********************* sent over a cancellation form outside of the three day cancellation window, but insists that because the date written on the form is within the three day period, that we must honor it. Unfortunately, we are unable to.

   

  Begin forwarded message:

  From: ************************* <************************************>
  Date: April 27, 2023 at 12:51:19 PM CDT
  Subject: Agreement Confirmation for **** & *********************

  Thank you for your business. It has been a privilege to assist you with your replacement project. If there is anything else I can do for you, or if you are in need of any future service, please do not hesitate to contact me, or the company, using the contact information listed in the attached agreement.
  
  Thank you again for your purchase. I'm confident you will love your new Renewal by Andersen products for years to come.
  
  *************************
  *************
  
  If you are unable to view a PDF please use the link below:
  *****************************

   

  
  

  Customer response

  07/02/2023

  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.
  
  The business did not provide me with instructions that I was signing a blank contract when the salesman requested that my wife and I were entering our names into his Apple devise.  There is an approximate unexplained $5,000 increase between the price we agreed to (approximately $13,500) and the completed contract price of $18,433.)  We were also to have been given large discounts off of list prices. 

  If the contract was not blank and was complete, why was the contract not provided or shown to us to view prior to our signatures.  We were also told that we were getting % discount reductions from their list prices, why were we not provided a copy of list prices to verify the discount provided.  I was told that a contract would be provided to us in a timely manner, but the salesman did not verify this.  It came through in a spam folder in a manner that I did not understand.  I made numerous attempts to get the contract.  Once I finally spoke with the firm's Accounts Payable Clerk, who assisted me, I was provided a contract and saw the distorted numbers.  I immediately told her the contract contained erroneous numbers.  Using the date that I first viewed the contract, I also sent a timely cancellation notice.  

  The salesman took advantage of my wife and my naiveness.  The cancelation notice that I faxed to the business should be used as a valid/timely cancelation of the contract.   
  
  Regards,
  
  *********************

• Initial Complaint

  05/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am not writing this to admonish the service or the service department they are very good and are only doing their job. The manufacturer of the windows seems to have lost all quality control and uses excuses as a way to ***** their duty to rectify issues. All windows are affected as shown in the pictures. We would have been better off with less expensive windows that other people we know have used and they have no moisture or icing problems. Even the windows that we replaced did not have icing or frost issues. We purchased Renewal by Andersen Fibrex casement windows for our entire home (18 windows total in 11 openings) to the cost of ~$40,000.00. We were told and promised when we purchased them that we may have moisture but never ice or frost. Never believe what they tell you, get it in writing. We have had them out multiple times. They have replaced the sash seals; they replaced every window one time. Two windows have been replaced twice one due to severe bowing and the other being put together backwards the first time. After all windows were replaced, the icing, frost and cold air was still present and was actually worse. Then we were told that replacement of the seals around the windows themselves may fix the problem as they had new information from the company. When service arrived today to replace the bowed window and supposedly replace all seals as indicated from a service call in March, they replaced that window but none of the seals on any of the windows because they indicated there was nothing wrong with the seals (per being within parameters). They blamed it on the humidity in the house during Winter and that the humidity needs to be 20 or lower when the temp is below 0. How is that even possible besides that low of humidity it is not even healthy? The lowest we can get it is 35. Perhaps Renewal by Andersen should not sell their windows in the Northern climates.

  

  Business response

  06/02/2023

  To Whom it May ************** style="color: rgb(34, 34, 34); margin: 0px; font-size: small; font-family: Arial, Helvetica, sans-serif;"> 

  Thank you for bringing ***************************** concerns to our attention.  As with any customer, we take their feedback very seriously.  After receiving this notification, our Service Manager reached out and spoke to ******* on 5/31 about her concerns as we were just there this past week to replace the seals.  This new service procedure was recently recommended to us by the manufacturer, Renewal by Andersen, as the original seals had shrunk and is the likely cause of excess air infiltration which can lead to additional moisture build up. 

   

  ******* agreed that there is no need to do further service procedures with the hopes this brings the seals together and stops any excess air infiltration.  We also talked through with her how condensation forms and that its a normal occurrence if the interior and exterior conditions are right.  Additionally, we sent a follow up email with supporting documents included for her reference.  Proactively, our Service team has set a follow up in early November for us to schedule a time to confirm all the seals are still within tolerance. 

   

  We confirmed that all her units are working smoothly and do not need further attention at this time.  If there are any additional questions or concerns, please let us know. 

  Customer response

  06/03/2023

  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.
  

  The response seems to indicate that the window seals were replaced during their last visit.  This was not the case.  They said that the seals seemed to be good and did not need to be replaced.  However, a follow up visit would be done in late October to review the seals and if they need replacing.  I did agree to the follow up but not that they replaced the seals which is what we were told was recommended by *******.  

  "After receiving this notification, our Service Manager reached out and spoke to ******* on 5/31 about her concerns as we were just there this past week to replace the seals.  This new service procedure was recently recommended to us by the manufacturer, Renewal by Andersen, as the original seals had shrunk and is the likely cause of excess air infiltration which can lead to additional moisture build up. "
  
  Regards,
  
  *****************************************

  

  Business response

  06/19/2023

  To Whom it May ************** style="color: rgb(34, 34, 34); margin: 0px; font-size: small; font-family: Arial, Helvetica, sans-serif;"> 

  Thank you for bringing ***************************** concerns to our attention.  As with any customer, we take their feedback very seriously.  After receiving this notification, our Service Manager reached out and spoke to ******* on 5/31 about her concerns as we were just there this past week to replace the seals.  This new service procedure was recently recommended to us by the manufacturer, Renewal by Andersen, as the original seals had shrunk and is the likely cause of excess air infiltration which can lead to additional moisture build up. 

   

  ******* agreed that there is no need to do further service procedures with the hopes this brings the seals together and stops any excess air infiltration.  We also talked through with her how condensation forms and that its a normal occurrence if the interior and exterior conditions are right.  Additionally, we sent a follow up email with supporting documents included for her reference.  Proactively, our Service team has set a follow up in early November for us to schedule a time to confirm all the seals are still within tolerance. 

   

  We confirmed that all her units are working smoothly and do not need further attention at this time.  If there are any additional questions or concerns, please let us know. 

  Customer response

  06/21/2023

  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 is the same as the one on June 2, 2023.  While I look forward to having them come out in October to check the seals again for shrinkage, they did NOT replace the seals on their last visit which the response seems to indicate.  Their service techs told us that original seals seemed to be good and did not need to be replaced.  However, a follow up visit would be done in late October to review the seals and if they need replacing.  I did agree to the follow up but not that they replaced the seals which is what we were told was recommended by the mfg. 

  Here is what they said:
  "After receiving this notification, our Service Manager reached out and spoke to ******* on 5/31 about her concerns as we were just there this past week to replace the seals.  This new service procedure was recently recommended to us by the manufacturer, Renewal by Andersen, as the original seals had shrunk and is the likely cause of excess air infiltration which can lead to additional moisture build up."

  I look forward to their visit in October to see if the seals have shrunk and if they need replacement as recommended by the manufacturer.  I am disappointed that we were told that while there may be moisture on the windows due to condensation, these windows would never have frost or ice and yet, that is where we are.  These windows are promoted pretty much like they are the best out there, I do not find this to be the case at this time. 

  I have attached additional pics from last Winter for other windows.  Every window had this type of issue to some degree.  We also explained to them that you can feel cold air coming in from the locking mechanisms on some windows and around the windows.  So something, at least to me, seems to indicate that air is getting in.  

  Regards,
  

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

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased 16 windows in October 2022, after they were installed we noticed that the sash joints had gaps. I called service and they kept referring to an issue that we had with a warped screen. They send a crew out to take pictures and the crews agreed they were very bad. They fixed the issue with the screen but not the sashes. Called them again and they send another crew out to take pictures and they also agreed that the windows were flawed. When I talked to customer service, they said it wasn't covered under warranty, (even though there is a 20 year warranty) but they would replace 5 as a goodwill gesture. We feel they should have send someone out in person to assess the damage not go by pictures. Also have no idea how they chose which ones they were replacing because they were not the worse ones. also had several mis communications with them.When the installer came to to put in the new windows he put a big ***** in 2 of the windows and then tried to say they were already there.The customer service was horrible.

  

  Business response

  05/25/2023

  To Whom it May ************** style="color: rgb(34, 34, 34); margin-top: 0px; margin-bottom: 1rem; font-size: small; font-family: Arial, Helvetica, sans-serif;">

  Thank you for reaching out about the concern our customer ************************* had with the ********************* we installed in her home.  We take any feedback like this seriously and have been diligent in addressing the concerns brought forth.  After the initial installation, we were notified by the Customer that some of the sash joints were misaligned.  We did make a visit to assess and take pictures to submit to the manufacturer, Renewal by Andersen, for a warranty claim.  Upon their review, they determined there were some of the sashes that were considered to be a manufacturing defect and therefore willing to replace these sashes at no cost to the customer.  The sashes that didnt get replaced were ones that were within tolerance and not covered under the warranty.  As per the warranty, Renewal by Andersen, under their sole discretion, are the ones who determine if the warranty claim is valid and if so, can choose to have them repaired or replaced.  In this case, the claims that were deemed valid were replaced.  Prior to replacing the units, Window Solutions **** (DBA Renewal by Andersen of Greater WI) dropped off the new sashes per the customer request so they could be stained prior to being installed. These units were delivered unopened and still in the box.  The ***** that was referenced appeared to be from handling the sash, was brought to our attention before reinstalling but wouldnt be covered under warranty as this would have happened after the units were unpackaged, possibly during the staining process that was completed by the customer.  The Customer still has a full warranty in place that we remain committed to honoring, all of which has been unaffected by anything stated here.       

  Customer response

  05/28/2023

  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

  If the gouges would have been there when they arrived, we would have called you and not stained them. You could see little pieces of wood on the sill that day. Plus the installer admitted it to me when I first told him.

  You also told me that none of the windows were coved under warranty but you would replace the 5 worse as a goodwill gesture, which is different than what you are saying now.@ of the worse windows were not replaced and both of the crews that you send to look at them thought they were definitely not acceptable.

  You advertise the best customer experience and this has been the worse experience I have dealt with.
  
  Regards,
  
  *************************

  

  Business response

  06/02/2023

  To Whom it May ************** style="color: rgb(34, 34, 34); margin: 0px; font-size: small; font-family: Arial, Helvetica, sans-serif;"> 

  After receiving this additional notification, our Service Manager reached out and spoke to ***** on 6/2 about her concerns.  We agreed to make another attempt with the manufacturer, Renewal by Andersen, to try to get replacement sashes approved for reorder.  We are bound to the manufacturers warranty coverage and procedures for approval.  Initially, they stated these sashes were within tolerance and therefore the claim was denied.  We will do everything we can with them to get more approved but ultimately, its the manufacturers sole decision.  ***** agreed to send a list of the other sashes to us that she believes should be replaced so we can turn them over to Renewal by Andersen.

   

  With respect to the ***** on one of the sashes, ***** sent a picture to us showing this.  To this point, ***** has claimed we damaged the window while handling it.  Our Service Technician who replaced this unit has also confirmed this was visible before he installed it.  After reviewing the picture, however, it appears that the responsibility may not be the cause of either one of us, rather the manufacturer.  To us, it appears there may have been some residue left on the wood interior from manufacturing which can then cause the stain not to set properly.  If that is the case, this would be covered under warranty.  We will be sending this to Renewal by Andersen for approval today, 6/2/23. 

   

  If there are any additional questions or concerns, please let us know as we are here to ensure ******* is happy with the end result.    

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 6th, 2022 we had 2 windows and a patio door installed. On the day of the installation, the installer encountered a problem with the patio door. The outside panel of the door was bowed out and so it wouldn't close properly, and our screen door was damaged. He put these things in his notes at the end and gave us the impression that both would be replaced. A couple days later, their follow up people called us and said that the screen door would be replaced, it would take about 8 weeks, but the other door wouldn't because it was within their tolerances. They said it might take a couple weeks for it to "settle" with the house and then it should be fine. We waited 3 weeks and 2 days, and nothing has changed. The door still doesn't close in the manner it should. We have to do this work around where you push in a certain spot on the back part to get it to close all the way. So I called again, and they told me they would send out a tech to adjust it, but the soonest they can get someone here is two and a half weeks out. So this is very frustrating to me. We bought a brand new door, that doesn't close properly! We have an elderly parent that lives with us, that lets his dog out this door several times throughout the day and he is not able to close it. Which means that the door sits open until we come home to close it. It will be one day short of 6 weeks, before they plan to come out and "adjust it". I don't think it's too much to expect them to come out and make the adjustment sooner than that so we can close our door because I'm not confident that will work. So if they have to replace it, it would be another "8 weeks" for that. With the weather getting colder we cannot afford for our door not to be closed.

  

  Business response

  10/27/2022

  Business states this issue has been resolved. 

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered an agreement one year ago for ********************** replacement in ******** ( Milwaukee suburb) to replace windows, install a bay window, and replace a sliding door. They showed up 3 months ago to start the job. 2 of their employees spent 2 days on the job and did a terrible job. The windows were not fit properly as the entire window could be moved from side to side in the frame. Caulk was slobbered over the entire windows inside and out. They set up shop in ********** blowing dust and sawdust over everything; and failed to clean it up. We have repeatedly asked them to fix the mess and their response has been very poor. They won't answer phone calls to inform us as to what they intend to do. They say they will come out the next day; and they don't show up. I would be ashamed to be running a company like that.

  Customer response

  09/21/2022

  We have not heard from ******** Window Renewal and they have not finished the job. They last sent a worker here 3 weeks ago. They started the job 4 months ago. Needless to say that we are not at all satisfied with their effort.

  
  

  

  Business response

  11/14/2022

  They completed this service for ****** on September 23rd.

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