Complaints
This profile includes complaints for Renewal by Andersen of Alaska's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 24 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:11/22/2022
Type: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.
My husband and I order windows from Renewal by Andersen in ********* Alaska in June 2022. We still have no new windows. First the salesman messed up the billing. The salesman supposedly entered the wrong numbers in the computer. We think after weeks of calling with no response from the company and finally getting a hold of the salesman we hope the error was corrected. Secondly my husband called several times to get an install date to no avail. He finally was able to get a hold of the the install manager and my husband was told he would get a call back. He did. We were told the windows were in the warehouse. An install date was set up for the week of October 23, 2022. Windows were never installed. We received a call and they said the windows were never in the warehouse. We were told the install manager was wrong. We have been ignored and lied to repeatedly. All we want are the windows. This is just the highlights of working with this very unprofessional company. It has been one blunder after another. Please dont hesitate to contact me if needed.
Business Response
Date: 11/28/2022
Dear Mr.& *************,
Thank you for bringing this to our attention. We apologize for the inconvenience and frustrations you have experienced since working with us. We understand our lack in communication initiated these frustrations and not having your new windows installed yet has continued to add to them. I know the shipping delay was more unfortunate news, but we have your windows now. They were checked into the warehouse. I also have confirmed you are on the schedule for 12/5 12/8/2022. If there is anything I can do to help relieve your stress in the meantime, please reach out.
Thank you,
*********************
Customer Experience Coordinator
**********************
4134 ************ *********
1899 **********************************
O: **************Customer Answer
Date: 11/28/2022
Complaint: 18449986
I am rejecting this response because: I did receive a call today and scheduled an install for next week but since this has happened before and we found out at the last minute the windows will not be installed. I will not accept their response until the windows are installed. Then and only then I will be more than happy to close out the complaint
Sincerely,
**********Initial Complaint
Date:11/16/2022
Type: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 ordered a replacement patio door on March 23, 2022 from Renewal by Andersen of Alaska. I paid a down payment of $8,302. I was told that the installation would take place in August 2022 and I would be informed of the status of my order as it moved along the process. A customer service representative called in April to inform me that door had been ordered. That was the last call I received from them. I called several times to find out what was happening with my order and never given a satisfactory answer. They dont seem to know what is going on with my door. I am wondering if they ever intend to install the patio door. I would like a full refund or an installation in the next few weeks. I am not happy with this company and the way I have been treated.Business Response
Date: 11/28/2022
Dear *****************,
Thank you for bringing this to our attention. We apologize for the inconvenience and frustrations you have experienced since working with us. We understand our lack in communication initiated these frustrations and not having your new door installed yet has continued to add to them. I know the shipping delay was more unfortunate news, but we have you confirmed on the schedule for 12/5/2022. If there is anything I can do to help relieve your stress in the meantime, please reach out.
Thank you,
*********************
Customer Experience Coordinator
**********************
4134 ************ *********
1899 **********************************
O: **************Customer Answer
Date: 11/28/2022
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. The response is satisfactory if they actually do the install on December 5, 2022. This remains to be seen. I have warned them repeatedly how difficult it may be to get the door to my house if there is a lot of snow. We will see what the weather does.
Sincerely,
*************************Initial Complaint
Date:09/26/2022
Type: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.
My wife and I ordered a replacement window for our home on May 5 2022 thru renewal by Andersen, paid half down at that time ($2,365.00). The contract agreement stated 18 to 20 weeks estimated delivery of product. We never heard anything about the window until two weeks ago when I reached out to the company. I was told our customer representative had quit a while back and the new representative would be in touch the next day. Two weeks has passed since then and nobody called. I called there office this morning and asked to cancel my order. The person I spoke with said if I was to cancel now they would charge my wife and I 80% of the down payment. We are both senior citizens, and live on a fixed income, we cannot afford that much we asked for a full refund back because they are the ones that breached the contract. Winter is coming and we need this window installation as soon as possible and we are willing pay the remaining balance but we are not happy with this company and the way they have treated us.Business Response
Date: 10/05/2022
First off, we apologize for the product delay that has hindered our ability to communicate an official installation date. When you contacted our office on 9/26, we began a process with our manufacturer to specifically trace & track your product and at this time we have received your product and are ready to schedule installation. Our goal is to get you scheduled for 10/10 or 10/13. Our office will be contacting you directly to schedule the completion of this install.
Thank you,
***********************************Customer Answer
Date: 10/06/2022
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,
*****************************
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