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:01/04/2025

  Type:Product 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.

  I sent photos and notes have you received them?

  Customer Answer

  Date: 01/04/2025

  The door is inferior quality , they have admitted that in emails 

  Customer Answer

  Date: 01/04/2025

  The last time they came to our house was March 11th at 10am. I will include photos of the 
  replacement doors they wanted to install 
  There is also damage to the inside wall which was made during original installation.
  

  
  

  

  Business Response

  Date: 14/04/2025

  Hello Mr. ********************** you for choosing Renewal by Andersen of **************** for your home replacement project. A full refund and removal of your patio door years after the initial installation and based on an on-going warranty submission is not possible, nor what we deem as a fair & appropriate solution. Our lengthy warranty is one of the benefits of each project we provide to our homeowners, and we are committed to ensuring we continue working with you on servicing this project. Our service department has continued attempting to work with you on next steps including involvement by our Service Manager. We encourage you to continue this dialogue towards successful completion of your project. While this warranty claim has not been the timeline nor the customer experience weve been accustomed to providing, we have the utmost confidence well be able to resolve your concerns and ensure you enjoy your patio door for years to come. Mr. **************** we sincerely apologize for your frustrations and thank you for your on-going patience. Our team will attempt to reach out to you again this week towards next steps, we look forward to continuing to work with you.

  Best Regards,

  ***** *****

  Assistant General Manager

• Initial Complaint

  Date:31/10/2024

  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.

  There you go? Every single time they send a flyer (nearly monthly) there's a "sale" going where the "sale" price ends up being higher than anyone else's normal price, it's not a sale, it's false advertising

  

  Business Response

  Date: 04/11/2024

  Hi ****,

  Thank you for taking the time to send us your feedback. We consider all feedback, both positive and negative, valuable. While I understand that you disagree with our marketing tactics, I can assure you that all of our pricing is fair and equitable, considering the cost of goods, shipping, and labour. Much like other products on the market, there are higher and lower end options to suit a variety of needs and consumer price points. Our windows and doors are the best on the market, include full installation, and backed by a robust warranty. We offer several discounts and financing options to our customers, which we advertise in a variety of methods. Each offer advertised is upheld and is available to any consumer interested in taking advantage of it, and is not falsely advertised.

  If you would like to be removed from our mailing and calling lists, please let me know where you receive our mail at, and any phone number you would like to have marked 'Do Not Contact' in our systems and I will facilitate that for you as soon as possible.

  Again, thank you for your feedback. I hope you have a lovely week.

  Best Regards,

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

  Associate Marketing Director

  Renewal by Andersen of BC

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 22498221
  
  I am rejecting this response because: my issue was not with the pricing but rather the fact that you advertise sale prices when there is no "non sale" price, compounded with alarming advertisements designed to trick people into thinking they've recieved important mail when it is just an advertisement. The fact that your "sale price" is the same price as anyone else's regular price is just more evidence of the first claim, not something I wish to argue or complain about specifically.

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

  

  Business Response

  Date: 04/11/2024

  Hi ****,

  Thank you for clarifying your position in your original complaint. We do have non-discounted pricing, which is discussed during our in-home consultations. It is not listed on our advertisements for several reasons, the most notable being that as we provide a fully customizable product, including sizing, colours, opening styles, hardware, and more, it would be misleading to list pricing in a generalized sense, as each of those factors affects the price per unit. All of this is discussed, presented, and left in writing with a consumer during this free consultation.

  As for our marketing, we use a variety of tactics to interrupt and engage our potential customers. We work diligently to stay within both BC provincial and CA Post legal guidelines for all printed materials, and routinely audit our terms and conditions to ensure all marketed material, whether print, digital, or televised contain all required and ethical notices to allow for a fully informed consumer.

  If you have any other questions or concerns, please do not hesitate to reach out to me directly at ****************************.

  Best Regards,

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

• Initial Complaint

  Date:09/05/2024

  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.

  I sent some of the payment instalment info I have, plus some correspondence, I never did receive a copy of sale or contract, or invoice for the total amount as it was financed

  

  Business Response

  Date: 29/05/2024

  Hello ******,
  As the ************* Manager at ********************** By ********************** of ****************, I want to thank you for choosing us for your home replacement needs and assure you we are always committed to working with our customers towards addressing any concerns. Trusting us with your home and an investment into our projects is something we take very seriously. If you did contact your previous design consultant, *******, or project coordinator, *****, you're correct that they are no longer with the company and we would not have received that communication. We ******************* and *****'s commitment to the organization and our customers, we wish them best in the next endeavors they have chosen to embark on respectively. We provided our standard TruScreen Screens which is a micro-fine stainless steel mesh, this is consistent with what is outlined on your signed project agreement. For more information visit: *****************************************************************************; Additionally, our team will reach out to you today to schedule an in-person visit by our installation management team to ensure we can look into everything further for you on-site towards providing you the utmost piece of mind that you received the correct product. In the event we determined there are any warrantable items, you have our guarantee we will make things right. Moving forward our ************* inbox is ********************************** to date we have not received any communications regarding this concern to this inbox. We encourage you to reach out to this e-mail at anytime for support - we're here to help! Backed by your lengthy warranty, 2 years on the installation, 10 years on hardware, and 20 years on the glass. Thank you, *****. 
  
  

• Initial Complaint

  Date:23/02/2024

  Type:Order 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.

  (Attached)

  

  Business Response

  Date: 26/02/2024

  Dear **********,
  Thank you for choosing us for your home replacement needs. As the ************* Manager at ********************** by Andersen I'm very happy to let you know that Timeless Windows Corp is indeed our legal name and you're certainly receiving Renewal by Andersen manufactured products. Additionally your design consultant *****, and your installation manager ***, are official representatives of Renewal by Andersen of ****************. In regards to your financing concerns, we offer our customers a variety of flexible payment methods and we are certainly happy to work with you on the alternative options available to you. I left you a voicemail earlier this month along with e-mails on February 12 and February 16 offering this as well. Trusting us with your home is something we take very seriously and we're excited to install your new Renewal by Andersen Window & Patio Door later this year. 
  Best regards,
  *********************
  ************* Manager, ********************** by ********************** of ****************
  ************, *********************************** 

• Initial Complaint

  Date:16/11/2023

  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.

  I hired renewal by Anderson to install the windows of the basement of my home in 2020 and they did a good job so I hired them to continue the upstairs portion to follow.
  
  The work was done terribly and the install team responsible left my house a mess, installed the windows crooked, broke my trim and just tried to cover it up, and then left my front door wide open when they left the site until I was able to get home as I didn’t know they would be done early.
  
  I was very patient for over 2 years of back and forth of them fixing one minor item at a time, while they **** and said parts were ordered and sent multiple managers to investigate all to never come to any resolution.
  
  They sent a good faith check to which I cashed and they said I shouldn’t have… tho it was about my only recourse to hold them responsible for returning and completing the work! Especially as if I hadn’t cashed the check it would have expired after a year and this has been going on since 2020/2021!!
  
  The work and parts ordered still have never come or been replaced properly. The finishing work is terrible and I had to pay to have completed myself, and they still demanded payment for the shotty work or ********** to send me collections for failure to pay and then just said they will try and do better next time and they appreciated my feedback but they weren’t going to do anything else further.
  
  Their installation service was bad but tbh their follow up was even worse and they never did anything to make it better other than to keep sending managers to record the complaints and then send a person to fix one at a time, poorly.
  
  Then even before the finishing or satisfaction of they demanded payment in full or ********** to send me to collections saying the job is “mostly complete” and apparently that’s all they needed and seem to have zero intention of following up beyond that.

  

  Business Response

  Date: 25/11/2023

  Hello ******,
  Thank you for taking the time to outline your feedback, as well as being a repeat customer of ours. While we're very happy to hear your initial purchase was a good experience, we are of course, disappointed to hear about the frustrations you experienced about your second project. Customers trusting us with their home and an investment into our products is something we take very seriously, as a result our entire leadership team has reviewed your feedback in length, to ensure we do everything within our ability to avoid repeating a similar customer experience. Additionally, while all our project agreements outline that upon substantial completion of a project payment is due, we want to ensure our customers are always treated fairly, therefore we provide options such as a holdback amount as an act of good faith towards ensuring the project is completed. The reassurance, trust, and confidence provided to our homeowners is our top priority. In the event there is an outstanding balance due and we have made several attempts towards scheduling any remaining work without receiving a response from the customer, the account may be escalated. ******, thank you for trusting Renewal by Andersen with both your home replacement projects. Out of goodwill towards assisting you with your concerns as well as a gesture towards thanking you for your continued business with us, we're happy to see our leadership team compensated you, by reducing outstanding balance by 50%. Our team is always at your service for any future needs backed by the lengthy warranty on your projects. If you have any further questions or needs, please reach out to our customer care team by e-mailing ****************** or dialing ************. 

• Initial Complaint

  Date:20/07/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This company promised me a finished product to meet my needs hence I parted with $11,000. They took my money and did not finish the job. I spent an additional $500 for the AC unit based on what Renewal by Andersen promised to build my custom window. 
  
  
  
  Sincerely,
  
  
  
  *** *******

  y the full amount less $870.38 hold back of a balance owing of $5.802.55 to resolve the wrong size issue.
  We did not see or hear from anyone until we followed up with the office week of November 14. The installation manager was again scheduled November 21 2022 to take more measurements of the windows and the AC unit to find a solution.
  There was no further communication until January 12 2023 after we again reached out to the office January 11 2023 which we were told via email the installation manager was currently trying to accommodate the AC unit to fit into another window. I communicated with the installation manager via text a couple of times who then returned again to take more measurements March 10, 2023.
  We escalated our concern to the sales person who got us to sign the contract. We then received a response stating they can do nothing because RbA does not manufacture windows for AC installation.
  How is it possible there sales and install team did not know this?

  

  Business Response

  Date: 21/07/2023

  Hello ***,
  Thank you for choosing Renewal by Andersen for your window replacement project. While we are unable to guarantee the functionality and operation of products outside of what we offer at Renewal by Andersen, our goal is to work with each homeowner to determine the feasibility of any requests they have. During our review of retro-fit installation of an external A/C product in your home, we confirmed this would affect the integrity of your window and the warranty we provide on your project. The longevity and reliability of your window project is one of our top priorities. It would be irresponsible of us to confirm installation of an external A/C unit upon receiving explicit confirmation your request may cause long-term damage to window. This was also confirmed and reviewed by both our operations and manufacturing divisions. A finished project that adheres to the longevity and reliability our homeowners expect and deserve. Additionally, as an act of goodwill and in an effort to support you in finding alternate solutions to your request, we provided you $870.38 by electing to waive the remaining balance due on your project. Trusting us with your home as well as an investment into our products is something we take very seriously. Thank you again for choosing Renewal by Andersen of British Columbia. 
  

  

  Business Response

  Date: 10/08/2023

  We successfully completed installation of 5 windows (****  *** ****** ****** ****** **) on October 25, 2022. Once installation of these 5 windows was completed in full we then discussed the remaining balance due on the project. As an act of goodwill we provided compensation of $870.38 off the project cost to assist with the frustrations we received. We cannot guarantee the fit and feasibility of a portable air conditioning unit as it is a product external to Renewal by Andersen and is not included in the project contract in place. Customers trusting Renewal by Andersen with their replacement project and an investment into our products is something we take very seriously - as a result we felt the right thing to do was to provide the aforementioned goodwill gesture. We wanted to do our part to assist the customer and make things right. The longevity and reliability of our windows is one of our top priorities, as a result It would be irresponsible of us to confirm installation of an external A/C unit as it may cause long-term damage to the window and also void the long-term warranty in place. The goodwill gesture provided of $870.38 also exceeds the cost incurred by the customer for the A/C unit they purchased. 

  Customer Answer

  Date: 12/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Renewal by Andersen knew prior to start of project, the intent of the window upgrade we paid $11k for. It was specifically to install the AC unit which I have attached images. It is NOT a portable unit and was shown to sales person and install manager along with dimensions  before and after installation.

  At no point did we not communicate the primary intent of upgrading our windows which was to bring some cooling relief to our main bedroom due to climate change and much warmer summers in that space.
  
  
  
  Sincerely,
  
  
  
  *** *******

  

  Business Response

  Date: 24/08/2023

  Hello ***,
  
  Thank you for your response. While we can never guarantee a special request outside the contract and scope of the project can be fulfilled, our goal is and will always be to try our best in accommodating any special requests received from our customers. In this situation, the special request of installing the A/C unit was found to both void the warranty on your window and the overall integrity of the product. As a goodwill gesture we waived the remaining balance due, resulting in compensation of $870. 
  
  The intention of upgrading your windows to bring some cooling relief is certainly one of the top reasons our customers choose to proceed with Renewal by Andersen products. We are happy to see you choose to proceed with our High Performance SmartSun glass option for your project. This option is specifically designed towards providing the customer a more energy efficient option that has a coating feature aimed at keeping your home warmer in the winter, cooler in the summer, while also blocking a significant % of UV Rays. 
  
  We acknowledge it must be frustrating to not be able to install an A/C unit without affecting the product itself, however our priority is to protect your investment into this project and ensure you have reliable, quality windows, for years to come. 

  Customer Answer

  Date: 24/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It was never communicated to me before, and during project installation. What was communicated is the installed window in the master bedroom, will be able to have the purchased AC unit installed upon completion. I waited months in anticipation for that result and more months afterwards upon installation completion to be finally told this company does not design windows to accomodate AC units to be installed in order to preserve warranty period. RbA BC was dishonest with me knowing what my expectation was upon completion of the installations. 
  

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

• Initial Complaint

  Date:29/03/2023

  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.

  I signed a contract with Renewal by Andersen to replace 3 windows on FEB 2020. The reason I chose them was because their prices are much higher than competitors, looks like their quality must be much better than others.
  In 2021, 2 out of 3 windows couldn't close entirely, there were about 10 cm gap. They came to fix.
  In OCT 2022, 1 window couldn't close entirely again. I contacted with them, they came to close the window and said they will change a part. They didn't come to change the part, I followed up with them in NOV, they said it's back order, once they receive it, will let me know. I have followed up with them for a couple of times, in DEC 2022 they told me the part will arrive in JAN 2023. Since it was winter, I don't need to open windows, so I just wait to hear from them. Up to today MAR 28 2023, I still haven't heard from them, I called them today, they said they will check what's going on.
  The quality is not worth the money. Every time when I called them, they just told me to wait. Have they been trying to fool me or what? Half of year has gone, still no parts available?
  I need this problem to be solved.

  

  Business Response

  Date: 03/04/2023

  Hello ******,
  
  As the customer care manager at Renewal by Andersen of British Columbia, I want
  to personally thank you for your feedback and outlining the difficult
  experience you have had to date. Trusting us with your home is something we
  take very seriously; rest assured our entire team is dedicated towards continuing
  to turn your experience around. Our continuous efforts in servicing your
  project towards ensuring it meets the quality, reliability, and functionality
  you expect, is a testament to the commitment we have towards all of our beloved
  homeowners. Additionally, your project continues to be backed by our industry
  leading extensive warranty.
  
  Next steps towards fulfilling this commitment to you involves servicing your
  project, and I’m very happy to see that a few hours after speaking to us on
  March 28, we were able to confirm receipt of your new parts and schedule your
  service appointment for tomorrow, April 4. Supply chain issues have certainly
  created unprecedented challenges for us similar to several industries, which
  led to inflated timelines, however I know we’ll make this right for you and
  ensure we treat your home with the utmost respect and care. ******,
  our commitment is seeing every project through and delivering the quality and
  customer experience you deserve, what we have been accustomed to providing as
  Andersen windows, for decades. At anytime if you need anything, please feel
  free to
  e-mail me at ********************, I’m
  always at your service. Our team will be reaching to you shortly after tomorrow's service appointment to make sure everything went well. 

• Initial Complaint

  Date:23/09/2022

  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 Anderson came out and replaced my windows however caused damage to window sills and plants in the yard. They sent a non professional to try and fix however made it worse. Sent them emails to reslove but are being ignored.

  

  Business Response

  Date: 03/10/2022

  Hello *******
  
  Thank you for bringing forward your concerns, we truly value your rights as a consumer and understand that you are advocating on behalf of your home, something we do not take lightly, and sincerely thank you for trusting us with this project. 
  
  The signed agreement in place thoroughly outlines areas of the home that might be involved during installation based on the extraction, scope of the customized order, and the project at-large. Our priority is to have the the utmost transparency with our homeowners.
  
  Despite not being responsible for the areas in question as outlined in your agreement, out of goodwill and a sincere thank you to you as our customer, we took the necessary steps to address your concerns. 
  
  Shortly after receiving notice of the paint concerns around your window sill we conducted an in-home assessment by our installation manager, who despite this being out of scope, attempted to rectify the paint concerns. It was found that the paint concerns around the window sill were a direct result of the type of paint previously existing prior to our installation.
  
  Additionally, despite us not being responsible for any possible damage to flower beds, we have already confirmed over e-mail that we would be happy to cover the costs for replacing the damaged plants out of goodwill.  
  
  For reference, the following items are outlined in your signed agreement document:
  
  'Exterior Access - Shrubbery, Flower Beds, Non-Walkable Roofing.
  In order to accomplish your work, Contractor must have access to certain exterior areas of the property including lawns, driveways, gardens, 
  flowerbeds, patio covers, balconies, decks and roof areas, some of which could be damaged in the process despite using standard and prudent 
  precautionary measures. We agree to hold Contractor harmless from any damage to these areas caused by normal walking, standing, 
  climbing, lifting, scaffolding, etc.' 'Stucco and Plaster
  Some construction materials, such as stucco and plaster, may become brittle over time. Due to this, it is possible that some materials chip or 
  crack to no fault of the Contractor. Contractor will not be held responsible for cracking, chipping or peeling as a result of regular window or 
  door installation procedures.' & 'Limitations: I understand that in no event will Contractor be liable for consequential or incidental damages. In no event will Contractors 
  liability exceed the price paid for the affected product or component.'
  
  
  ******, trusting us with your home and a large investment into our products is something we take very seriously. We view this as a long-term relationship, backed by our extensive warranty and the post-installation resource we have in place, such as our dedicated customer team staff. We are happy to proceed with our proposed goodwill gesture of replacing your flower bed, concerns regarding the paint chips to your window sills has already been assessed in-person and confirmed to be an existing problem outside of our scope of work and responsibility, though we made an honest effort to help rectify this concern. Outside of the paint chips to the window sill and damaged plants, we are extremely happy to see that there are no concerns regarding the quality and features of the 7 windows we successfully installed.