Complaints

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:04/30/2024

  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 have 4 doors installed by Renwal by Andersen and 8 windows there is a problem with everything they touched 3 shutter's broken in sliding panels, entry door, and storm door improperly installed garbage wood put on front windows unpainted, uncaulked ect. Saw blade divots in face of trim no adjustment in bedroom panel can feel cold air coming through door excessive compensation on sliding doors wrong trim package but settled for thier mistake I did not receive the quality or professionalism or workmanship salesman Douglas Bartels promised me! I believe in capitalism but ruthless greed does not set well with me. If someone could please come, and see what has been done to my home I'm sure you would understand why I am physically sick over this unprofessional business transaction.

  

  Business Response

  Date: 05/10/2024

  We are working on a resolution with Joe 

  

  Business Response

  Date: 05/20/2024

  The attachment has what we have did and what we will be doing once all materials have arrived  
  
   Service date is TBD 

  Customer Answer

  Date: 05/20/2024

  
  
  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

  Date:02/16/2024

  Type:Sales and Advertising 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.

  The wife and I purchased windows from this company and had them installed in February 2023. The cost has just over $32,000. The sales person stated the windows were energy star rated but it turned out that at least two of the windows were not rated for NW ohio and one of those was not even rated for all of Ohio. I contacted them several times about this issue. They finally told me two stories: one was that they no longer sell their windows as energy star rated, that they could not keep up with the changes in the standards about to qualify as energy star windows; then on October 24,2023 at 1110 hrs - they stated their windows were better than energy star rated windows - I asked how and they stated they would get the information to me.- still waiting - now this conversation was witnessed by a friend and after that we talked about how can they be better and not qualify. They did call in January and said they had the information and sent it to me-- texted him the next day and said I did not recveive any information from them --- I then text him my email address and STILL have not received any information on HOW these are better.
  
  Next problem - poor / faulty assembly of the windows - an employee came out 10/24/2023 concerning another issue I had with the windows: one the glider window would rattle when shaken, The emp[loyee stated that was common - how can a window that rattles be acceptable. the other problem was with the casement windows, the hinges / mechanics of the window are just painted steel and were stating to rust - just after 6 months. He looked at them and stated they were drilled incorrectly / at an angle and the screws holding mechanism to the windows were at an angle and not properly seated causing the screws to rub against the painted steel resulting in them rusting. He stated the window would have to be removed, holes sealed and then redrilled - four months ago and still have not heard when they will schedule to come out.
  
  Third problem:

  Customer Answer

  Date: 02/28/2024

  [BBB Transcription via Email]

  The two photos I put in my initial complaint were for the insulation problems I have with the windows.  I just did not have enough space to include all the problems I am having with Anderson Renewal windows.  The pictures show a wooden ruler going in along the window over 1 1/2 inches which should have been filled with insulation.  When I complained to them about this they said there was not enough room to spray insulation in there.  Well the hose they use is the size of a plastic straw and if a ruler can fit in there a plastic hose could.  They did not want to have to replace all the aluminum flashing on all the windows. 
  
  They advertise their windows as energy efficient - ok here are the numbers - high/low temps -- January 2023 average 39.483/28.548 with the combined average of 34.016 degrees Fahrenheit.  January 2024 average 32.129/22.967 with the combined average of 27.548 degrees Fahrenheit.  A difference of 6.5 degrees colder in 2024 over 2023 which comes to less than 20% lower temperature but why did I have a 130% increase in propane usage with house being kept at the same temp as the previous year.  In January 2023 I used 100 gallons of propane but in 2024 I used over 230 gallons of propane.  I would have been better keeping the old windows,  which leads to the next problem.  Their windows, stated by the sales rep to be energy star rated were not - atleast not the two windows stickers I was able to save before they tore them off - see photo.
  
  Large window in the bedroom was not only installed wrong but also built wrong (that part was per an employee).  As you can see by the picture the window does not sit level and has caused cracks to form in the walls ( see photos).  IMHO, the windows were not properly shimmed.  The other problem with this window was that it was assembled wrong (again per employee) as the hoses drilled to hold the hinges/operating arms were drilled at an angle.  This resulted in the screws not sitting flush and causing the paint to be removed from on of the arms and now rusting.  This was reported to Anderson 6 months after installation and they still have not contacted me about fixing this.  I also noticed the same problem on other casement windows.  The employee that stated the problem stated they would have to remove the window, seal the hole and then redrill it straight.  My problem with this is, oncwe you have a hole at an angle and then redrill it straight, you make the hole bigger resulting in slop/ loose screws. 
  
  Other problems I have had since installation and addressed but not to my satisfaction:
  
  1 - window not installed correctly causing wind drafts in the house.  Have shot video of this using incense sticks to show the smoke.  came out two weeks latter and used a hammer to pound the window in the rest of the way.  Basically poor supervision as this should have been seen by one of the supervisors.
  
  2 - window lock handle fell off first time I used it as locking mechanism was faulty.  The was another casement window with a similar problem but not quit broken yet.  When the came out to replace the broken one they were able to pry out the piece that locks the handle in place.  Again this should have been caught before they left after installation.  Heck they should have caught this even befvore they came out to install the windows.
  
  3 - some of the windows even did not have aluminum window trim installed.  After I complained the first time about insulation issue, the supervisor on scene spotted that issue.  Again, should have been spotted at installation.
  
  4 - I will try and email a picture of this - you can see daylight between the window and the rough opening because of the lack / poor job in using insulation.  Was taken with phone and do not know if I can get it onto my computor.  The same with videos I took of the problems

  

  Business Response

  Date: 03/11/2024

  We have a meeting set up with *** ******** for 3/12/2024 to address the issues.  When we were last out on November 4, 2023, we thought we were completed with this job.  We will look at address any installation issues in a timely manner and bring him to satisfaction with this project.  

  Customer Answer

  Date: 03/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The issues have not yet been resolved.  Their reop - *** - did come out and look at the problems that were identified earlier by another employee.  He agreed with that persons assessment.  He did state they will fix the problem, but it will take up to 6 weeks to get the parts needed.  Concerning the insulation problem, he thought it was taken care of back in November.  I informed him they were not - the crew sent out stated there was nothing they could do, but I strongly disagree as you can see from the pictures sent.  Windows should be insulated from the outside to prevent cold air from coming in.  Even *** looked at the pictures but thought they fixed the problem.  Concerning the third issue of energy star ratings he did bring out information concerning the windows, but the information provided was over 8 years old.  I do not know if that info is still correct.  I am waiting on a response from *** on that.  I would like to keep this open until all issues have been fixed.  Thank you very much. 

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

  Customer Answer

  Date: 04/24/2024

  Concerning my complaint,  I stated the last time Renewal by ******** window company came out that they would get back to me in 4 to 6 weeks to fix the problems.  Well It has been over 6 weeks and I have heard nothing from them about when they will come out and fix the problem.  When the sales rep was out he also was informed of 2 additional problems I am having with the windows and he stated he would look into those as well.  Again I have heard nothing from them concerning the 2 new problems which are listed below.
  
  1) The glider window in the family room moves both side to side and in and out when it is in the locked position.  Basically the window does not fit the window frame.  I have a video of the problem but I am unable to attach it to an email.
  
  2)  The window in the master bedroom which I have sent you a picture showing  the lack of insulation, is also now starting to bow- see pic - and is also not even level.  Again I account this to improper installation.  This has also resulted in damage to the drywall below the window.  I believe the window was not properly shimmed  / supported when installed.
  
  I hope you can add these additional problems / comments to my original complaint.  I will begin to look into additional action against the company if they will not fix the problems with my windows.  I did some quick research and found the others have filed and won lawsuits against this company for various reasons.  I hope to avoid having to do this.  Again, thanks for all your help.

  Customer Answer

  Date: 05/06/2024

  [BBB Transcription via Attachment]

  Wanted to give you an update on my complaint.  Renewal by ******** contacted me a week after I sent you my last email.  They stated that the new hinges were coming in today. gee what luck.  I guess when you sent an additional letter it got them off their back side -- thank you very much for giving them a jab.  ********************* stated they would be out to replace the ***** hinges on the 13th of May and would have a guy look at the window that does not fit the frame.  He did not say if he would be addressing the poor insulation or the drafty windows.  I will let you know what they do when / if they come out on the 13th.
  

  
  

  Customer Answer

  Date: 05/16/2024

  
  *** dm
  12:05 PM (1 hour ago)
  to me
  
  ********************,
  
  The update I promised -- they did come out on the 13th - BUT - they did not bring enough parts to do the windows which did not matter since what they brought were not the correct ones.  SO, nothing got done but they did say they would come back but no date given.  What they said about the problems:
  
  First: the 1/4 inch movement side to side on the slider / glider window they said was normal and would not cause an issue with window efficiency.  Then I showed them a video showing how much wind was coming through the window -- no comment. ( I used incense smoke to visualize the air coming through)
  
  Second: with wind coming through the casement windows they stated the outer seal is to stop rain from coming in / not wind.  That was the purpose of the second seal.  I then showed them a video again of the wind coming through the lever slot that locks the window.  They said to stick bate insulation in the slot to stop that.  I guess that would work if I did not want to be able to open the window.  What's the point to spending $3000 per window if you can't open them. My old Pella wood window did not leak like that.  Like I stated before, I used 230% more propane just in the month of January over 2023 when I had my old windows.  I would not call these A BETTER WINDOW.
  
  Now between you and me and the man upstairs - I waited 7 weeks to update my complaint about the ***** hinges and then figure it took another 5 business days for you to send them an update and for them to respond to me that they just got the parts in.  Since the parts were all wrong - even after he sent them the serial numbers of the ********************* and took pictures of the hinges -- I bet they never had them in the first place.  They just said they did to avoid a bigger issue --- IMHO.
  
  Hope you have a great day and take care
  
  ********************;  

  

  Business Response

  Date: 06/13/2024

  The *** Renewal by Andersen had a complaint from ******************** the initial complaint was 2/16/2024.  We have done everything we can to help him resolve his issues.   Here is a picture with him giving us a thumbs up! 
  
  We will be replacing a few hinges that honestly don't need to be replaced but we are going to do it! 

• Initial Complaint

  Date:08/24/2023

  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.

  Location of windows are located in 2 bedrooms of my house

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

  Purchase Date:*********

   

  Customer Answer

  Date: 08/24/2023

  The address I have for Renewal by Anderson is:

  Renewal by Anderson of Northwest Ohio  ************

  Customer Answer

  Date: 08/24/2023

  I had 6 windows replaced with 1 window with a screen installed with a hole in it. Another window with no screen sent. It's been 8 weeks with no screens.

  Customer Answer

  Date: 08/24/2023

  I purchased the windows directly from Renewal by Anderson

  

  Business Response

  Date: 09/06/2023

  This issue has been resolved.  The screens were delayed and are now installed.  Our customer experience manager reached out on 9/5/23 to the customer and they are satisfied with the resolution.  

  Customer Answer

  Date: 09/06/2023

  
  
  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

  Date:05/17/2023

  Type:Delivery 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.

  Order #: ********
  Contract Date: 8/31/2022
  Total Amount Paid: $40,845
  Service to be provided: 21 new window units to be installed
  Date of original install: 12/19/22 - 12/21/22
  Complaint: To date, nearly 5 months after the original install date, the work has still not been completed.
  
  One (1) window sash on the ground floor was installed incorrectly and does not function properly. One (1) window latch was damaged during installation and has not been replaced.
  
  These are ongoing issues in addition to issues that have been addressed, those being: One (1) screen on ground floor window not received/installed during original install, one (1) screen on ground floor being damaged during original install, one (1) window on ground floor being damaged/cracked during original install, one (1) third floor window being manufactured/installed incorrectly during original install, and one (1) exterior seal was not completed on ground floor window.
  
  We have been in contact with the company since the original install, with 3 separate in-home visits occurring. Despite this, the work has still not been completed and the company has offered no compensation of any kind for their negligence.

  

  Business Response

  Date: 06/02/2023

  In early May a service call was made to their house to address the caulk, one of the locks, and 2 of the screens.  At that meeting, it was brought to our attention there were more issues that needed to be addressed.  We are waiting on parts and would like to make sure we have everything to complete this project as soon as possible.  We have reached out to both ***** ****** and ****** ********* multiple times and have not heard back.  We are expecting parts on a truck coming 6/21/2023 and will look to schedule the service asap.  
  
  We would like to set a time for a manager to come do a brief meeting to make sure we can totally complete the job and bring the customer to a point of satisfaction.  They can call us at ************ or send us an email at *****************.  We look forward to a positive resolution.