Business ProfileforRenewal by Andersen

We spent over 18k on windows, from the start it was a rip off!! The salesman wanted to talk about his personal life before he even got to the sales pitch. The installation was a complete mess up, first of all they broke my dryer vent, and the cross bars on our outdoor light, had to come back twice to fix the windows they put in wrong, the installers sat around and watched some of the others do the work, the one in charged left, the rest of them could not speak English.so we had no way to communicate with them we had to wait hours until the one in charge came back several times. Now to get to the staff at the company, they were very rude and did not take care of our needs. They would not replace the screens that were put in wrong even after they came back six times!!! A man name Steve is a poor example to supervise this company in fact the people who work there were just as inconsiderate as he was. This is the worst company we have ever delt with. Beware they are just a complete rip off company it was a waste of money and time. They will not do what they say the will. I just want to say one more time do not hire this company!!!

We are sorry to hear this is how you are feeling and hope that you do understand this is never our intention. I see there are several concerns so I would like to address each one individually just to make sure we are not leaving anything out.

Starting off with your initial sales appointment and the concern regarding personal life discussions prior to the sales pitch. We apologize for any frustration here. Mel is one of our most beloved sales associates who prides himself on trying to develop a personal rapport with each of his customers. We genuinely believe this was his intention in his approach and apologize if that was taken in any other context.

For the concerns regarding the initial installation and the team the came to your home. During install our operations manager did receive a phone call from you shortly after the team arrived where you stated that you were displeased with the nationality of the individuals sent to your home and stated you had concerns regarding the language barrier. As a company Renewal prides itself on employing people from all different walks of life. While this specific team does have several members who are not fully fluent in English, there was a lead installer present who is fluent and introduced himself as the point of contact during this process . He assigns directives to his team members during the installation, so we feel that bridges any possible gap in communications between the team and the customer. We are sorry if you feel differently on this matter but we do feel that each of the team members sent to your home is a skilled professional completely capable of meeting the highest of industry standards. I also see in the notes that our installation manager visited the jobsite to oversee progress and felt the job was moving forward in a timely progression with no concerns to report when he returned to the office.

Damage to dryer vent, crossbars on the outdoor light, and window that needed adjustments. Unfortunately, in a construction industry, sometimes things like this do happen. We of course never have the intention of anything being damaged or adjustments needing made, but if this is the case will always provide a remedy to that situation. Once the install was completed and we were made aware of the dryer vent and crossbar concern it was repaired quickly. Looking thru your service notes, I do not see a note of a “window being put in wrong”, but I see a service ticket that was opened after the install due to some concerns regarding some bowed or damaged screens. This was not a result of installation per say, but more of an issue with some damage that was sustained during order transport as the screens are somewhat delicate. This type of situation would be what we would consider a “warranty service” and was submitted as such. We do always stand behind our product and I show that we delivered an installed the 3 new screens you had requested. Since that installation we are aware you have spoken with several members of the office and stated you are displeased with the replacement. At your request, the installed screens have been reviewed several times by multiple company members and are within company standards and speculations. As the currently installed product meets that standard of what was agreed upon in the contract, we would not be able to offer any additional remedies for this concern.

Office Staff members conduct: We do believe that our team was fully transparent throughout your installation and service journeys. We feel we have done our best to maintain a professional discourse throughout this process as well. We are sorry you have been displeased and have genuinely tried to rectify things to the best of our abilities. On this point, I do think it is relevant to mention that our office staff had multiple conversations with you where they maintained a professional demeanor despite your use of foul language. Our service manager did have an in person meeting with you in our showroom where several staff members witnessed your use of foul language towards her, but she still maintained a respectful demeanor with you. Currently, we feel that regardless of how professional we have tried to be, that is being overshadowed due us not being able to provide you the answer you had hoped for.

We again are sorry to hear that you feel any other way about this situation as our intention is always to do anything we can within reason to end things on a better note. We do believe that we have fulfilled any and all contractual obligations and that the installation and products you have received are of great quality and standards.