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:05/01/2023

  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.

  I ordered 3 windows from renewal by ******** ******* and they conquered to ignore request for updates told in Feb they are being shipped nothing. I was asked again in march assured they were shipped and on way and should be here April for install. Still nothing now sales guy gone the install manager not responding. Sent request for call from manager not sales. Of course they are super responsive when they think they are getting another sale. Still nothing she called to sell me more windows I asked her to have the manager call me and explain what is going g on. Nothin. This is ridiculous they have taken over 5k in monies from my lender I am on hook for but I am getting g no answers. With all the commercials about service and being local. They are a fraud. I want these installed or want them to return money to lender and be done this is not fair practice and feels like bait and not even switch but bait and avoid. Please do something f and look at their rating they are saying g a rated?

  

  Business Response

  Date: 05/22/2023

  Our team has been in contact with this customer, and have their installation scheduled for 5/26/2023.

  Customer Answer

  Date: 05/22/2023

  
  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:03/24/2023

  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.

  Installation was Thursday March 16th, and no contact from the vendor to address my concerns.
  
  Purchased two doors in grey, but brown/sand doors were installed. Installers used grey caulk and grey weather stripping that does not match at all.
  
  Brought concerns to the sales rep who came to the house and showed us samples that are totally different than the installed product.

  

  Business Response

  Date: 03/27/2023

  Upon reviewing the contract for this customer, we have determined that the products and materials furnished at installation matched the details of the order the customer placed (Contract attached). Our team conducted a standard post-installation call the day after the installation, at which point customer asked if they could paint their products to which we advised they could. No other concerns were mentioned at the time. Customer paid balance due in full, and their order was closed. Because the products were delivered to match the details of the contract, we will not be executing any corrective measures.

  Customer Answer

  Date: 03/27/2023

  First, I brought these concerns up immediately via e-mail directly to your sales rep **** **** - who came to our home and watched us meticulously pick out a color that matched.  Those two emails are attached here for reference.  I received zero response from anyone at Andersen, including ****.   

  
  In that e-mail, I sent before and after photos and am convinced that the order was improperly (not purposefully, just improperly) entered into your system as there is absolutely no way we would have chosen brown doors. 
  

  Every single item in our home is grey, every wall is grey and every choice we make on color of anything is how closely it will match.  We put great faith that if anything like this went wrong, a big company like Andersen would be there to assist, and so far have received no help from you other than "you can paint it if you don't like it."

  Further, There is no possible way I could have known on a digital contract like this what your name for a color represented and it's very disappointing that you choose to accuse us of not following up and point to a couple of words that nobody outside of an Andersen rep would know the meaning of. 

  The reality is that these doors are absolutely not what we chose, and anyone from Andersen who would have the courtesy to take 5 minutes and come see them in our house would know that.  Common sense should prevail here, not "Contract says X color, so big giant Andersen doors is right".  I'm not looking for free doors, or a refund.  I don't think your product isn't good, or that it was installed improperly.  I'm looking for acknowledgement that something in your process clearly has gone wrong here, and that we are being reasonable people that are willing to work with you to find a way to fix it.  

  

  Business Response

  Date: 04/03/2023

  This is a clear case of our company furnishing and installing exactly what was selected and signed for by the customer. Our project consultants show physical color swatches, as well as show digital representations of colors as they build a project out and customize the options with the customer. Because we delivered and installed what was selected by the customer, we will not be taking any action. 

  Customer Answer

  Date: 04/04/2023

  No colorized digital representation was done of this order, and it was not the swatch we selected.  Andersen is seemingly hung up on whether or not what is on the contract is what you installed...

  I'm not saying your consultant didn't show us a binder of swatch choices. 

  I'm not saying sandstone isn't on the contract

  What I'm saying is what was entered into your tablet to create the order (sandstone) IS NOT the color we chose (it was a light grey color in between the two shades of my cabinets in the accompanying photos) with no way for me to know about the color of the doors until they were installed.  This is due to the fact that the word "sandstone" in and of itself on the contract is AMBIGUOUS to the consumer as there is no color swatch that accompanies that word, so I took it to have been entered properly by the salesperson.  If it said "Brown" I wouldn't have signed it.  This is probably just an honest mistake of data entry error.  

  Andersen continues to not seem at all interested in trying to find any reasonable solution here for a dissatisfied customer, but rather just pointing to words that we already agree are in the contract.

  Andersen further refuses to acknowledge the lack of communication and customer service from their sales rep, despite my repeated attempts at contact and has furnished no evidence to the contrary which has led to this complaint.

   

   

   

   

   

• Initial Complaint

  Date:03/17/2023

  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.

  We originally replaced 5 windows and changed a sliding glass door to french doors with Renewal By ******** for $14,567 on 11/1/2006. After many mistakes and 2 remakes they finally got it all in. Toward the beginning of June ****************************************************************** the wind. Since June 16, 2020 when we finished giving them all the info they required including pics of the windows, we were told that at 14 1/2 yrs it was not covered under the 20yr limited or lifetime warranty. Fine we want it and asked them to order it and do the job. Never hearing from them and always initiating most contact, we have been in contact with *****************************, ***************************, ******** in Service, **** in Service and finally *********************** the Service Manager. While waiting the locking mech for the french doors broke. So at 1 point on 3/22/22 we had an appt for the lock to be replaced (and no that was not covered under the 20yr limited or lifetime warranty) and then at the same time they would replace the weatherstripping. The guy showed up and did the lock and said he knew nothing about weather stripping. So after then calling and speaking with **** in Service (told she no longer works there) I was past my boiling point after almost 2 yrs of them ordering and losing and forgetting. I told her to pick any date she wants. Take as much time as she needs but make an appt and actually have the product and do the work..no more excuses. So our appt was 11/14/22. 1 guy showed up, took off 1 piece of stripping and said he has the wrong weather stripping! That is when I called and began contact with the Service Manager ***********************. After phone calls and text messages that started on 11/14/22 he finally told me on 12/07/2022 that it should be here on 12/16/2022. Immediately after he sent that text on the 7th I tried to call him but it went to voice mail. I then responded to his text and asked if we could get an appt to get in immediately. Have never heard back. They NEVER CALL!

  

  Business Response

  Date: 03/27/2023

  Our team spoke with this customer today and have another call set up for Tuesday April 4th to identify next steps in resolution.

  Customer Answer

  Date: 03/31/2023

   So far Renewal by ******** contacted me with an email for an appointment day and time that doesn't work for me. After that they gave their first response to you that they already contacted me with an appt and we are all set. First of all that appt does not work for me, and secondly I will always have to say that I do not accept a response until they actually do the work. I have had appointments with them in the past, and they always show up, and they have never replaced the weather stripping. After more then 2 years of asking them to replace it (and they were even charging me) and wasting vacation days sitting in my house waiting for nothing, I do not yet trust the work will actually be done.

  Them completing the job and doing it correctly would satisfy me.... but simply having an appointment to get it done does not satisfy me.
  

  

  Business Response

  Date: 04/03/2023

  Unfortunately although the service appointment has not yet transpired, we cannot wait to respond to the complaint as there is a response required within 7 days. Our team has followed up with the customer again and identified a date that fits her schedule. We have her on our schedule for 4/15/2023.

  Customer Answer

  Date: 04/04/2023

   Unfortunately the service appointment has not yet transpired. I currently have a date scheduled for the work. I certainly know from waiting over 2 years and having appointments in the past where people come to my house and the work is never done, that an 'appointment' is only a first step in the resolution I am seeking.

• Initial Complaint

  Date:03/10/2023

  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.

  I had a sales appointment with employee ********************* on February 1st this year. After discussing prices and the material used for the windows I asked about any discounts or programs because I could not afford the price of the windows. ****** then told me in front of my parents that there was a tax credit still available but only for this year. ****** told me I would get **** back when I did my taxes and I could us it to help shorten the time I was making payments. He guaranteed I would get the tax credit. I only signed the contract because of what ge guaranteed. I am a widow with three children. I depend on social security benefits from my Husband who passed February 2022 to provide for my children while healing from our sudden loss. I told ****** all of this before signing the contract, I believed him. This week I saw my tax accountant to sign my taxes and asked about the process for filing next year for the credit. She was shocked and told me I was not eligible and will not be due to my finances and earnings. I was mislead by ****** and there for it is a fraudulent contract.

  

  Business Response

  Date: 04/03/2023

  Unfortunately there was some disconnect here as our Project Consultants do not advise on the specifics of any tax rebates. That is not spoken to in any part of our contract, and hasn't ever been included in any of the terms of the contract since credits aren't always applicable. Given that, our only course of action would be to retain the late cancelation fee that is described in the contract and was signed off on by the customer. 

  Customer Answer

  Date: 04/07/2023

  I was told fraudulent information about a tax credit I would be able to receive when filing taxes. The consultant was very detailed about the tax credit telling me it would be ***** and this is the last year it was available. I have two witnesses who *********************** tell me and guaranteed I would get it. I am a widow with three children on survival benefit income only. I was mislead and the contract is null.  ****** new the only way I could afford the windows was with the tax credit I would be able to help pay off the balance. He calculated my payments and how long I would have to pay. I would have never signed the contract otherwise. This is fraud and praying on people for a sale. I can't afford to pay **** to cancel windows that have not been approved by my HOA or a permit given.

  

  Business Response

  Date: 07/05/2023

  Customer was previously contacted and resolution identified.

  Customer Answer

  Date: 07/12/2023

  
  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:03/01/2023

  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 (ROC #******) with Renewal by Andersen Phoenix on 8/19/20. To provide me with a new Patio 2-Panel French door within ************************************************ I paid them $3,820.00 as a down payment. $7,642.00 was due once the job was completed. ********************* was the Andersen Rep I met with at my home. He prepared the contract. Both of us signed off on it that day. The Pandemic contributed to work stoppages and supplies not being available. In short, I did not get my door in 10 weeks. It was not until last year 2022 that they said they had all of my door materials and then insisted I set up the appointment to get the job completed as agreed. Another scheduling delay was projected from August 2022 into Nov 2022. Before that, I insisted they reduce my cost or give me a refund. They never agreed to a reduction. After *********** contacted them on my behalf (March 28, 2022), Renewal Assistant General Manager ******************************* replied in a letter that I can cancel with penalty only getting back $954.50. I never replied because I held out hope that I could still get the door at a reduced cost. I was told repeatedly that ********************* would reduce my cost. He never put anything in writing. Yet this year and last, the scheduling office periodically contacts me to set up a new installation appointment. With the understanding that I must still pay in full the remaining $7,642.00! I cannot afford that now. I have called and insisted that this contract be voided. And I get a full refund! But they have been relentless about making me set up an appointment and pay them the full amount after all this time! There have been several calls, voice mails, and emails. I have lost count! They are playing hardball and not respecting me as a customer. So this borders on harassment. I just want my refund of $3,820.00!!! Over 2 years going on 3 years!!! Horrible customer service! This whole situation is the worst contract agreement I have ever signed in my life!

  

  Business Response

  Date: 03/06/2023

  We have been in constant communication with this customer since they made their purchasing decision. Customer has canceled and rescheduled their installation on multiple occasions, citing illness each time. We've been accommodating in working with the customer to schedule new dates provided by her, only to have her reschedule each time. We will be ready to fulfill our contractual obligation in installing the product as soon as the customer accepts a date for installation. 

• Initial Complaint

  Date:01/25/2023

  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.

  10/31/22 paid final payment for 7 windows and 1 door replacement. Total paid over $22,000.00 for what sales pitch indicated as last windows and doors you will ever need. Indicating that these last a lifetime. Upon returning to our winter home, we discovered ripped screens on 3 of our back large windows, peeling inside the new back door inside trim and dented trimming around all back windows and door. We called to have a technician come out in December 2022 and look at these. After a month we heard nothing back from Renewal by Andersen, so I called numerous times within the next month to get answers. I was told a committee was looking at our issues and we would get a quote. A quote????? After much discussion with some managers we are told our damage is not covered. What???? A formal complaint has been filed with the *** for false advertising. They describe all weather conditions in various states as "the test of time" and how Renewal by Andersen products have held up over 30 years in these conditions. Their message-on-hold states this as well, plus this is their entire sales pitch. This warrants some advertising fines and bad business practice reviews. I want my product fixed. Renewal by Andersen is taking advantage of senior citizens and targeting areas where we live. Not acceptable!

  

  Business Response

  Date: 03/29/2023

  This complaint was submitted some time ago, but is now showing new for some reason. We've already worked out a resolution with this customer, and have an appointment set with them on 4/13.

  Customer Answer

  Date: 03/30/2023

  
  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.

   

  The manager of a ****** location reached out to me to resolve my repair issues. They are scheduled to fix all issues on 4/13/23.

  The BBB form is inaccurate, as I provided date of purchase, amount, date of issues and repairs required., With sales person name. 

   

  Regards,
  

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

  
  

• Initial Complaint

  Date:12/30/2022

  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.

  We ordered windows almost 8 months ago from this company. Our install date of December 28th was rained out. The "new" install date we were given was 2 months forward. This is unacceptable. We had to move furniture, blinds, security devices and screens. Most businesses have a rain delay of 2-3 days, maybe a week. This would have been acceptable. The date in February they gave us does not work for us. They seem to be firm on that date. Since we will be unavailable on that date - we don't have a new install date. We will be leaving town on Saturday January 7th. The latest we can have the windows installed is Thursday January 5th. Since they are unable to provide the service and product we purchased - we would like a refund for the down payment of $9075.00.

  

  Business Response

  Date: 01/10/2023

  Installation has been completed for this customer. 

• Initial Complaint

  Date:12/09/2022

  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.

  I ORDERED A DOOR AND THEY CAME TO INSTALL ON SEPT 2. A PIECE WASN'T RIGHT AND SAID DIDN'T HAVE IN WAREHOUSE. THEY WOULD CALL ME TO WHEN CAME IN. WELL THEY SAY THEY ARE CALLING LEAVING MESSAGES, BUT HAVE BEEN THROUGH MY PHONE A MILLION TIMES LOOKING FOR A VOICEMAIL NOTHING HAS BEEN LEFT. I AM AT MY END WITH THIS COMPANT, EVEN MY SALES PERSON SAYS THEY HAVE TOLD HIM THEY CALLED. THEN HE OFFERED ME THE 12 AND I SAID THAT WORK IF I DIDN'T HAVE A PROCEDURE SCHEDULE BECAUSE I'M HAVE HEALTH ISSUES. NEVER HEARD IF IT WAS SCHEDULED OR NOT. I'M SURE THEY WILL SAY THEY LEFT A MESSAGE, NOTHING HAS BEEN LEFT. BECAUSE OF HEALTH ISSUES I'M LOOKING AT MY PHONE AND CHECKING VOICEMAILS.

  

  Business Response

  Date: 01/10/2023

  Customer has been contacted and placed on our schedule for 1/16/2023 to address her concerns. 

• Initial Complaint

  Date:11/17/2022

  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.

  Windows and sliding doors do not fit the opening properly, there is 1/4 inch gap on both sides and top of sliding glass doors. This was suppose to be a custom fit of very expensive windows and doors. The measurement they took are off, it needs to be remeasured and new doors ordered. One set of windows are put in so tightly that they cannot be removed for cleaning, a new frame has been ordered but no one remeasured so I'm not confident that it will solve the problem. Yesterday I went to a friends house that ordered the same as we did and theirs fit perfectly there is not gap at all, ours looks terrible in comparison. We order the windows in November of 2021 and the job is still not completed. We have a spread sheet of all ***************** contacted them if that would be of help we can forward it to you. We have had no reply to the letter just uploaded to you.

  

  Business Response

  Date: 11/29/2022

  Good morning,

  The gap that is noted around the window and door units is by design, allowing ample room to plumb, level, and square the product. Those gaps are also used for shimming and are the area where insulation foam is installed. We do have a few service items to care for, and are working on getting a visit for those scheduled. 

  Customer Answer

  Date: 12/05/2022

   This complaint has not been resolved, I didn't realize that I had another E-mail from you that needed to be answered.  The only issue they addressed was the gaps around the doors and windows that is not correct.  Another installation in this building was don't by another crew and there are not gaps at all.  Also they didn't address the problem with the windows getting up to 110 degrees in the summer, they told me that was normal, would you expect that kind of protection in your home after paying over $14000.00.  The salesman came in November 2021 and started the process, it is now December 2022 and there are still things that need to be resolved.  the contract stated that it would be done in 14 to 16 weeks.  It's now been over a year and we are still waiting.  The window in the bedroom can't be removed for cleaning, it is designed to be removed, also the screen doesn't fit and they broke it when they tried to force it into an opening that they didn't have square.
  
  Thank You,
  
  *******************

• Initial Complaint

  Date:11/03/2022

  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.

  4-20-22 Renewal by Andersen replaced all of the windows and the arcadia door at our residence. We paid $21,229. The issue we are having is with the arcadia door. The opening is less than 27 to 28 inches wide. Our prior arcadia door was much wider. We had to move an old sofa out of the room (den) and could not get it through the opening. We had to have our neighbor take it apart in order to get it out. Then we ordered another sofa and the delivery men could not get it into the room through the opening. They had to take it apart in order to get it through. I called *********************** at Renewal by Andersen who sold the windows and door to us and he stated there was nothing he could do other than charge us for a new door!! Informed him we paid a lot of money and did not feel the opening is within the guidelines for a door opening . I did some research and found that the clear width of a door opening must be a minimum of 32 inches. Standard opening is 36 inches. I would like Renewal by Andersen to rectify this. I have not heard from them again!!

  

  Business Response

  Date: 11/07/2022

  Customer has been contacted and walked through the inability to make the door unit wider given the existing rough opening size. We did present an option that would give the customer an extra 1 1/2" in clear opening width, and she stated that she will think about that option and contact us if she wants to move forward with that.