Complaints

This profile includes complaints for Renewal by Andersen of Arizona's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Renewal by Andersen of Arizona

  2401 W 1st St Tempe, AZ 85281-2329

  
• 

  Renewal By Anderson Replacement Windows & Patio Door Installation

  3785 E 34th St Tucson, AZ 85713

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:06/04/2024

  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.

  Renewal by Andersen LLC has not completed the job. Detail below in upload.

  

  Business Response

  Date: 06/18/2024

  We have parts on order that we're waiting to receive. We will make contact with the customer today to provide an update on the shipping status of his product.

• Initial Complaint

  Date:02/17/2024

  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.

  We purchased a new sliding glass door on 3/28/23 for $9,698.00. The door was installed on 8/28/23. The door was extremely hard to open, the screen had a hole in it, the trim was beat up with dents and chunks of wood missing and nails sticking out. Additionally, we had ordered a foot lock which was not installed. We were told when we purchased the door that we could use our existing dog door that was inserted by the stationary door. However, the installers informed us that was not true and that would void our warranty. So we had to purchase a new dog door that slides in by the sliding door which limits the width that the door can be opened. On 11/14/23, they returned to replace the damaged items. The installer informed us that the frame wasnt installed properly which is why the door was so hard to open. They replaced everything but were given the wrong door so had to reorder it. On 2/15/24, the installers returned and were not informed what they were expected to be fixing. Again they didnt have the parts they needed. We still dont have the foot lock installed on our door to properly secure it which is not safe. We dont have the new door so we cant paint the trim and hang our curtains. It has been almost a year since we purchased and we still dont have what we ordered. We have taken time off of work for three installations and it is not completed. Now we have to wait, who knows how long, for them to order the correct door and come out again to install. When contacting the company, the calls usually dont go through. When it does and you complain you are met with rudeness. We are still waiting on a call from management to address this situation and will be requesting, at the very least, a partial refund as we still dont have what we ordered and are unable to properly secure our home.

  

  Business Response

  Date: 02/26/2024

  Our team has been in contact with the customer, and we've placed an order to get the product needed to bring their project to a close. We will be in touch with the customer for scheduling as we get delivery information on the new order.

  Customer Answer

  Date: 02/26/2024

  We have not received any communication from Renewal By Andersen. My husband requested that a manager contact him on 2/15/24 and we have not been contacted by anyone.

  

  Business Response

  Date: 08/06/2024

  A manager called the homeowner on March 1st and followed up by e-mail the same day to both customers listed on the contract.
  
   
  
  A service appointment was scheduled on April 8th and completed that day.
  
   
  
  A manager followed up with the homeowner on **** 11th. The homeowner mentioned further service needs and a follow-up appointment was scheduled for **** 21st.
  
   
  
  On **** 14th, the customer agreed to a partial refund and that was confirmed via email between a manager and the homeowner.
  
   
  
  On **** 21st the service appointment mentioned above was completed.  

• Initial Complaint

  Date:02/05/2024

  Type:Product 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.

  We had ******** out to get more energy efficiency in May 2023. We were sold windows promised completion of the project by Thanksgiving 2023 at the latest. We still have no windows but gave them $52,000. For them to be done by November. I want the project done now or my money back.

  

  Business Response

  Date: 02/05/2024

  This customer purchased their project through an independent retailer for Renewal by Andersen in their area. This complaint should be directed to:

  Southwest Windows and Doors LLC in *****, ******* - arizonacontracts#renewalarizona.com 

  Thank-you!

  

  Business Response

  Date: 03/05/2024

  Our installation teams are at the customer's home currently. Installation started today and is scheduled to finish on Friday. 

  Customer Answer

  Date: 03/14/2024

  Hello,
  
  Thank you for your contact.  
  
  No, they gave us a deadline and missed it by months.  The windows were installed, yes but it's 4 months passed the time frame they gave "at the latest" deadline. They sat in our 52k deposit money for 6 months.  We would not have given them the job had we known they would delay installation and our plans for so long.  They had so much of our money cancelation was impossible.  
   Also,  We also are not sure about some windows and the gridlines.   And, feel we should have been informed that we would lose a lot of glass/************ because the frame was so much bigger all the way around.  We are surprised how much smaller several windows are and how big the frame is.
  
  We seek some sort of resolution. 
  
  Thanks again for your help,
  
  **** and *****************************
   ************ 

  

  Business Response

  Date: 03/14/2024

  Contract with this customer shows lead time as 4-6 months, subject to change. There were facets of the project that were amended after the original sale, along with custom Grille patterns that went through an approval process in manufacturing. This is the first we've heard of there being concerns about grilles - We just spoke with the customer today to schedule a service visit, and we will include notes on that work order for the technician to assess their grille concerns as well. 

  Customer Answer

  Date: 03/20/2024

  We are working with Andersen windows to find resolution.   I will keep BBB updated. 

• Initial Complaint

  Date:11/29/2023

  Type:Product 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.

  Gee where to start. Signed w/renewal in first week of Nov. for 6 window replacements. Said he had to get a credit check - fine - had showed him my score on my bank statement and it was in the 700's. He said no problem. Then, after he supposedly checked with Greenfly (is this even a real company?), he said we had both been denied. TC makes ~60k a year and my score was, like I said, in the 700s yet we were both turned down. Took him about 10 mins to check, so who did he really check with (a friend?)? So many lies. I contacted him about 11/24 and told him we wanted to cancel. Initially he told us they were about 4-6 months out for installation so we had time to cancel if we needed to. Great! We paid $5k as a down, with the understanding that the rest was due on installation. He told me, on the 24th that the windows had already been made (another lie!) so we'd have to pay a restocking fee of, he thought, 25%. No way could they have been made since he was soooooooooo backed up, according to him. Were those windows made in 2 weeks. The measurer didn't even come until the next week. All BS!!!!! Then, about 2 hours later he sends me a msg saying that I was "probably right and the windows had not been made, that the material had already been made up".He said we'd get a questionnaire regarding his performance. "NEVER HAPPENED. He said we'd get a letter telling us WHY we were denied credit - "NEVER HAPPENED!" Funny that Greenfly is not listed on the internet yet he kept giving me their number (again, a friend?). This entire deal was fishy from the beginning and I should've listened to my little voice, but there you have it and I don't see why we can't get a total refund w/o penalty. He 'never' followed up on window progress, and he could've cared less re our being turned down for credit. He'd gotten his $$ what did he care. Does he get a bigger commission if he gets cash deals? What a scam! When he sends their info by email it is soooooooooo tiny that you can't even read it so who knows what's in it. Never saw a copy of the contract during his spiel to sell so we could 'actually' read the terms. A lot of other c*** to show us, but not a contract.We're at the point of having to pay a lawyer that 25%.

  

  Business Response

  Date: 12/01/2023

  Resolution on this case has been reached as cancellation is currently being processed.                                        

  Customer Answer

  Date: 12/21/2023

  RE: Complaint ********, filed on 12/7.  Received a reply stating the settlement was approved but have not rec'd payment, what do I do?

  

  Business Response

  Date: 12/22/2023

  Our team just confirmed the refund was processed on 12/1, and was returned to the same Credit Card that the deposit was made on. Please feel free to call our office - we're happy to provide more specific information about the transaction details.

  Customer Answer

  Date: 01/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:11/21/2023

  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.

  On October 19th 2023 We had six Windows installed by ******** renewal. During the installation of the upstairs bathroom window, one of the installers dropped a crowbar and broke the porcelain soap dish that is attached to the tile wall.. He immediately came downstairs and apologized. Profusely and stated many, many times that they were going to get this fixed as soon as possible. He stated before he left the job site that day that he had talked to his manager. And they had already ordered the new part and that someone would be contacting me within 1 or 2 days to schedule in installation of the new soap dish. 2 weeks past and nobody called. I called the main office told them the situation and they said that they were going to immediately email *** the manager. And he would be immediately calling me back to schedule an installation. Another entire 2 weeks went by and nobody called. I called the office again asked to speak to a manager. They said one was not available and how could they help? I told them the entire situation again. And they said that they were going to. They supposedly called *** spoke to him directly and he would be calling me back soon. To schedule an installation of the part.. An entire 1 week has passed again. I have tried numerous times to contact a manager and one never seems to be available. It's either too early too late. It's always something. I can never be able to speak to a manager. And they always say the same thing. They're gonna email gym and he'll call you to schedule an installation. It has been 5 weeks now. And nobody has ever once reached out to me. I have always tried to call their office to resolve this.

  

  Business Response

  Date: 11/22/2023

  Our team has made contact with ****************, and have him scheduled for this coming Monday to have the new soap holder installed.

• Initial Complaint

  Date:10/12/2023

  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.

  They told me when I ordered the window's I they would be installed in August, that was in May. Now they called me and said they would be installed by October. Now I got another phone call saying they would be installed December 19th (I'm assuming they mean this year!)So far I've paid them $7776.50.I want people to know they're not very reliable on their time.My **** # is ********** I'm hoping I have not lost my money. I'm an elderly widow woman and on social security.Thank you,*******************************

  

  Business Response

  Date: 10/13/2023

  We've made contact with the customer and have identified and scheduled a sooner date for installation.

• Initial Complaint

  Date:09/01/2023

  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.

  In November 2022, I entered an agreement to purchase a sliding patio door. Although I was informed of a 6-month wait for installation, I accepted because *****, the sales representative, gave me his assurance of consistent communication until the job was finished. I emphasized on numerous occasions my preference for email communication until the end of May.Despite reaching out to ***** repeatedly, it took considerable effort to receive an update on the installation process. Once I returned to the states and made contact, an installation appointment was scheduled.During the first visit, while the door was installed, there was an issue with the accompanying screen door. I was assured it would be resolved within the week. On the second visit, after I had to initiate a follow-up call, the team that arrived was ill-equipped to handle the installation. They informed me that another team would need to visit.The third visit was even more frustrating. After once again being the one to push for a follow-up, the team that came could not complete the installation because they lacked the necessary bottom wheels for the screen door. They promised yet another visit.For the fourth visit, I had to initiate contact once again, only to be told I'd have to wait over a month for two white wheels components that might easily be available at a local hardware store. Meanwhile, I've begun receiving bills for a door that remains unusable, unless I'm open to uninvited pests and animals entering my home.***** had promised a smooth process. Despite numerous emails to both him and the customer support team, I've received no response. At this juncture, I request a full refund and urge you to retrieve the door.

  

  Business Response

  Date: 01/12/2024

  Customer's service concerns were addressed on 9/21/2023.

• Initial Complaint

  Date:07/17/2023

  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.

  On April 7, 2023, Renewal by Andersen of ******* replaced 11 windows in my home. The team worked all day, were very polite and clean. When we went through the final walk through, we found that three window ***** had been broken in the process of removal of the old windows and installation of the new windows. The team leader assured me that although this problem was rare, they would follow up with sending out a repair team. He took numerous photos and descriptions of the three broken window *****, and had me sign off on the report. I had already paid 50% as a down payment, and my credit card was on file and I was charged the remainder of the cost. It was late on a Friday afternoon and the team leader assured me that the charge would not go through until the next week and the main office would be in contact with me about fixing the broken window *****. I did not hear from anyone, so on April 14, 2023 I called and asked about the follow-up. I was assured that it would be taken care of, but they needed to arrange for a subcontractor. I called again a week later and was told they were still waiting to find a subcontractor. On April 24, 2023 I was told they had a subcontractor and he would come out to my home to assess what was needed to do the repairs. On May 11, 2023, A Renewal Andersen of ******* worker was sent out for a final inspection and caulking. I asked him about the broken window *****, and he thought there were notes on it, but would remind the office. He too took photos, and assured me he would check on it. I heard nothing.It took until May 24, 2023 for the subcontractor to view the window *****, after additional calls I made to the office. He took photos and assured me the three window ***** could be fixed, but that getting the supplies would take a while. I checked in with the subcontractor in June, and was told he was still waiting for supplies. I last called on July 10, 2023, was told that he would get back to me. I have not heard back.

  

  Business Response

  Date: 07/18/2023

  Our team spoke with the customer this afternoon to provide an update on sourcing materials. Customer is aware that this is a priority, and we will get her on the schedule as soon as materials are sourced.

  Customer Answer

  Date: 07/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, if the business does not complete the work as promised, I reserve the right to reopen this complaint. 

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

  
  

• Initial Complaint

  Date:07/13/2023

  Type:Product 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.

  The balancing mechanism in the two side windows of a three part bay window were broken. The representative from Renewal by Andersen, *****************************, told me the windows could not be fixed and that I would need to replace the entire window at a cost of $11,000+ before the discounts she was able to give me. It was a lot but we agreed on a financing schedule. A few days later, I called ****** to see if I could make a cosmetic change to the window and was told that,since the order had already been placed I could not even though it might be 6 months before the window would be delivered; also, there would be a 25% penalty imposed if I cancelled the order.Subsequently, another window company came by to look at another project and said that.the balancing mechanism COULD easily be replaced and the glass too at a cost of a little over $3000. Even with paying the 25%, I would still financially better off if I cancelled the order.I tried to reach ****** but her mailbox was full and and when I tried to send an email to the address on her business card, it was bounced back. I then called *** in ***** and after telling my story to several different people, finally spoke to someone who told me that I could only cancel through ******!! They contacted her and she called me back. I told her that I wanted to cancel the order and that I was prepared to pay the penalty. She would call me back later in the afternoon but didn't. I finally called at 6:30 gave her 2 credit card numbers to pay the penalty. She would email a receipt and the name of the person at GreenSky Finance whom I should contacts. As of this morning I have received nothing and am, once again unable to reach *************** best, this is terrible customer service and, at worst, suspicious and worrying.I have no idea what has happened to my money or the state of this transaction. This is not how a good company does business!Can you please help me?Thank you.*********,********************************************

  Customer Answer

  Date: 07/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********************************************
  
   
  

• Initial Complaint

  Date:06/18/2023

  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.

  I entered into a contract on 6/17/23 regarding replacement of 2 sliding doors for my condominium in an *** community. I told the representative ***************** I needed the exact same door as another unit which he took a picture of. I told him I would contact my *** myself regarding this purchase but as long as they were the exact same doors it should not be a problem. He had me sign a waiver on an IPAD regarding Declining to Notify the *** as approval is not necessary (which is false). I was not able to read the statement as it only brought up in just a signature box. Now later this evening reviewing the contract which I legally have until 6/21/23 to cancel it says I waive my right of approval to notify my *** and take full responsibility upon myself. This is not what I agreed to or believed I was told I was signing. I find this to be a very deceitful business practice as we had a long conversation about *** and their rules and adherence policies. I provided a check for the amount of the deposit of $4,027. I do not wish to continue this transaction because of this.

  

  Business Response

  Date: 07/05/2023

  We had a chance to speak with the customer regarding this complaint, and have collectively decided that we will move forward with the project. Customer does not wish to cancel any longer.