ComplaintsforRenewal by Andersen of San Francisco

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered 12 windows from Renewal Dec 2022 for $50k installed May 2023 Issue 1: Frame of picture windows is rounded and bulbous and does not match the flat frame of the glider windows. Neither our design consultant (**) or installation manager (IM) pointed this out to us during initial planning. When we complained, we were told there was a flat-framed picture window option but it was protocol not to show it to clients unless they ordered casement windows (the most expensive type). We asked how we could have known if they didnt warn / show us. We were told we should have seen it in the renders from the **. We saw this one time on a small ipad during the initial high pressure sales pitch. We should have been alerted of the mismatch during the consultation and the final result is due to Andersens negligence.Issue 2: Negligent / superficial advice led us to choose a wood interior that is not stainable to our desired finish. We wanted the interior to be wood to match the style of our home. Both the ** and IM were in our home and helped us choose between pine and oak options. Our ** said we could stain either whatever color we wanted, and the IM said he thought we didnt need to pay extra for the oak. Neither raised the fact that Oak is difficult to stain to the color we wanted. The installed oak seemed rough and two separate stain companies told us sanding would be needed before staining, and neither company could match the color we wanted.Response to our issues: Andersen offered us a small refund without fully addressing either issue, provided we sign a doc saying that it resolves ALL of our issues with Andersen and that we agree not to disclose our issues or the resolution publicly. We rejected this because it didnt address all of our issues.Ask: We want Andersen to replace all existing picture windows with fixed casement windows and refund us for the amount we paid for oak interiors as well as replace with solid color interior finish or cover the cost of staining.

  

  Business response

  01/12/2024

  The management team has reached out to ********** and are actively working with the customer on a resolution. 

  Customer response

  01/18/2024

   
  Complaint: 21130130
  
  I am rejecting this response because:

  Andersen has reached out and we will be doing an office visit with them and hope to get to a resolution soon, however this is not resolved yet so we cannot accept closure of this complaint.

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

  

  Business response

  01/25/2024

  We had Ms *** come to our showroom last week to see if another style might resolve their concerns, specifically with the picture windows installed. Ms. *** and her husband decided we do not have another style to resolve their ascetic concern.
  

  They have requested a refund on those picture window units, which we agreed to provide with a re-stocking fee upon her returning the physical windows. Today, they said they do not want to return the physical windows. 
  

  We are currently in discussion with her about compensation and will do what we can to come to a fair resolution of this matter.

  Customer response

  01/31/2024

   
  Complaint: 21130130
  
  I am rejecting this response because:

  The Andersen representative offered a return if we gave the windows back--this would entail engaging a new company to install alternate windows before being able to get a partial refund for the Andersen windows installed. We reject this option because it would require significant additional funds to resolve our issues that we do not have.

  We are waiting to hear back on their compensation offer.

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

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an older home in December 2022. The home had Andersen Renewal windows (installed 2014) and Andersen Renewal doors (installed 2019). In January 2023 we noticed the walls were wet below several windows. We removed sheet rock below the windows and discovered water was coming in under the window ***** of several windows. Andersen was notified in January 2023, and responded with various attempts to resolve the problem. This included water testing, caulking, and eventually breaking stucco around the windows. When water damage was observed after breaking stucco, work stopped and Andersen's insurance company got involved. In July 2023, after 6 months of leaking windows, covered with plastic, we were told that Andersen was not responsible and would not be doing anything further. Facts: - The previous homeowner paid $60,000 to replace old windows with Andersen windows in 2014. - Work was permitted by our City, and signed off on by the City. - Andersen told me in April 2023 that they would help resolve the active leaking problem, including pulling the windows, and compensating me for some interior water damage. - Andersen did not test the leaking windows to find out if they were defective, or use a moisture meter to check walls below all windows. - In july 2023 Andersen's insurance company denied our claim, but their facts were completely wrong. (Andersen GM agreed the insurance company had facts wrong.) - With another winter fast approaching I have no choice but to hire a contractor to repair costly water damage and buy replacement windows.

  Customer response

  08/25/2023

  The company is Andersen Renewal San Francisco ********. 
  

  30806 *********************
  *******, ** 94544
  phone**************

  

  Business response

  08/26/2023

  *** took every available step to help **************** resolve her issues. In this case, the original owner who purchased windows with ** had a known dry rot problem. Our contract with him noted this issue and he was advised to resolve the issue. He reported no issues for 9 years. When the new owner took possession of the property, she found that the customer had not resolved the dry rot issues and the window installation was failing as a result. As a result of our investigation, we determined that she was not covered by warranty for the repairs that were not addressed during the contract signing. We notified our insurance company of the claim. They came in and did a full evaluation of the property and came to the same determination. They did miss-note some of the facts which were later corrected with the same conclusion. We advised **************** to work with her insurance company to address the dry rot issues but that *** could take no further action. Her product warranty remains in effect.

  Customer response

  08/28/2023

   
  Complaint: 20518003
  
  I am rejecting this response because:

  There is no proof or evidence that previously damaged wood around the 2014 Renewal by Andersen windows in a **** home was not repaired at time of their installation. Why would Andersen agree to insert warrantied windows without the homeowner fixing that problem?  Why would the homeowner spend $60,000 on windows and not fix the problem? Why would the city inspector sign off on the job? The senior homeowner had replaced all windows with full frame Andersen windows. Leaking was obviously a problem that was not easily observed inside the walls during a period of 9 years of low rainfall in the Santa **** area.  In 2023 we observed wet walls below the windows when house was completely empty, during in a year of record rainfall.  Previous owner had furniture under the windows, so obviously he was unaware there was water coming in under the windows/ inside the walls,  during the low rainfall years. Removing the sheetrock below the windows in 2023, showed active leaking with water running down the walls below the windows. This was also observed by Andersen.  Also the full frame job previous homeowner purchased did not include finned windows, just a metal strip. At least 3 contractors have told us they cannot believe the shoddy job or Andersens response.  Why after 6 months in 2023 did Andersen not even check to see whether the 2 double sliders, which they agreed were actively leaking, were defective?  (I was only told this was a test they could have done,  after their insurance company declined the claim. But we could no longer wait any longer to get the work done ourselves before winter, nor did they offer to send anyone out immediately to check the windows. We as new homeowners who trusted Andersens reputation are now in the position of replacing at least 2 expensive sliding windows, and repairing the damage. We are also left wondering if all the sliding windows they replaced in 2014 are also a problem.  People pay more for Andersen Renewal windows because they trust they will receive excellent advice, excellent windows, excellent installation, and excellent service.  I can say that almost everyone I have dealt with at Andersen has been extremely polite and they sound professional, but actions speak louder than words. The bottom line is that I would never trust Andersen again, and I do not believe their expensive windows and good reputation are legitimate.  I advise other homeowners and homebuyers who believe they will receive expert advise, installation, and leak-free full-frame windows,  to avoid purchasing anything from this company.  According to Wikipedia, Renewal by Andersen has nearly $3.5 billion in annual revenue and has more than ****** employees but once you have purchased from them, they do not care about their leaking windows, especially if the problem is serious. Their insurance company makes easily-proven false accusations, and their team does not make a timely or complete examination of the problem or offer to replace the leaking windows.

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

  

  Business response

  08/31/2023

  We sincerely apologize for the inconvenience and frustration experienced by ****************. The original owner purchased the product and style he wanted for the home and fully understood the need for repairs relating to rot in the home. Renewal by Andersen stands behind the product and installation warranty. No claim was made during the installation warranty period and an independent insurance investigation concluded that the recent claim was not covered nor caused by Renewal by Andersen product or installation.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10 windows and one sliding door, all installed in 2008, are leaking due to cracks in corners of the vinyl frames. Glass intact. Leaks causing window sill caulking cracks and mold in walls.Andersen claims the cracks in the frames make the windows "unrepairable" and all windows must be replaced. Would only do "virtual" inspection and cannot explain why 99"x60" picture window in bedroom #2 is sagging and allowing open air to blow in above upper track. I want an installer to come out and explain the sag, explain why the vinyl corners crack and why on earth they want to sell us a new set of windows if they can't explain/prevent failure in 15 years.

  

  Business response

  06/29/2023

  Our management team has reached out to Ms. *********** and left a voicemail. We will schedule an on-site assessment and try to identify steps we may be able to take to address the complaint.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Renewal by Andersen replaced two windows at my two-story property on Feb 17, 2023. I was charge 4x$288 for scaffolding fees. However, the installers did not need to use the scaffolding due to easy assess by using ladders and stepping on my patio cover and roof to complete the job. I was told there was a charge for second story installation after the job was completed so we were only entitled to a partial refund of the scaffolding fees. I reached out to the company via phone and email May 5th, ***************************************************************************************** refund. Received an email 5/10/23 stating we would be receiving a check for $261.47. I'm confused as to why the refund is much lower than expected and does not even cover 1 full charge. Additionally, the scaffolding team was not present at installation so the scaffolding was never constructed. Please help me work to resolve this matter with this company as I was initially very pleased with the end product but feeling a bit taken advantage of at this point. Thank you Order#********

  

  Business response

  05/12/2023

  We reached out to the Harmons and came to an agreement on refunding *************** charges and waiving our 2nd floor charge. Thank you. 

  Customer response

  05/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate the quick response and personal phone call made to me by Renewal by Andersen.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 10 windows from this company, they were new construction windows for a total cost of over $40K. I had purchased windows from them before and received excellent service, the work was perfect, I was very happy and decided to give them more business. I was given a date in March that they would start, I followed all of their prep instructions and was ready. A white truck drive into my driveway with the ************************* the bed of the truck. 4 men got out of the truck with ****** hammers and started hammering my stucco, breaking my existing windows (one of which wasn't being replaced) and leaving glass, stucco, nails, and chicken wire all over my yard. The noise was so unbearable I had to leave. I have many photos of this. After the second day of this, at the end of the day, these men put the windows into the open areas, nailed them in and declared they were finished. The windows were crooked, they nailed casings over large torn out areas. I called the project manager *********************** and he showed up and looked around and offered an apologize that included an admission that this crew was not experienced. My house was left like that for almost a week while they tried to find another crew to finish. They were not supposed to fund my loan until the job was complete and Andersen signaled the lender Ally that the job was complete and received final payment on the job. I have evidence of this as well. Another crew showed up, cleaned up the mess, installed the windows but two windows were broken one had a broken ****** and the other a broken frame and *********************** said he ordered the replacements and they would be installed in June or July. On July 26, 2022 I contacted Renewal by Andersen because I had not heard from anyone and they claim there was nothing on order for my home and the job was marked as complete. I have called and called and cannot get help resolving this. I thought I would go to the BBB before contacting an attorney.

  

  Business response

  07/29/2022

  Our management team has reached out to **************** regarding the outstanding service issues. We ordered both items today and have requested them expedited from the factory.
  By the middle of next week, we should have a date from the factory on the service parts needed to resolve her concerns, once we have that date, we will schedule an appointment with the her to perform that work. We have also apologized for the breakdown and delay in ordering the parts. 
  

• Initial Complaint

  06/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract signed 12/18/2021: installation of two patio doors, a single door, and a window: $46,100. Delivery specified to be "twelve to fourteen weeks". Contract modified 01/12/2022: single door on separate agreement; single door scheduled for installation 03/23/2022. Andersen does not show up, calls to reschedule, at which point we are told that larger portion of project has been rescheduled for ***** That is, we were forced to endure unfinished doors for entire winter and spring. By 01/12/2022 project site has been inspected by both estimator and "installation supervisor". Supervisor states that a contractor will need to undertake any required dry rot repairs-- we understand this might be beyond scope of original contract, but it would be Andersen responsibility to secure any needed subcontractor. Supervisor agrees. Months pass without any contractor. Andersen crew shows up for door installation 06/13/2022, begins removal of old doors. Workers walk off job, saying cannot do the job because of dry rot. Project left open with trim with nails left by door , debris left about, doors not even closed. Installation supervisor now denies that he was to provide contractor, says he will find resolution. We wait entire day with no response. 06/14/2022 new workers show up unannounced, surprise and alarm wife ,film her without permission refuse to leave premises--we had no reason to suppose that anyone would be present, since we were told that job could not be done. Promised contact with local boss of company never happens. Andersen pattern : *** scheduling, arrogance, false claims, aggressive behavior. Example: Andersen sought a form: work on initial door had been completed.. *************** for project took this to mean that entire project had been completed. *************** stated that Andersen procedure not in accord with accepted practice. Andersen complains of problems with phone contact, but always had email. We cannot work with these people.

  

  Business response

  06/17/2022

  We spoke with ******************, and we have agreed to meet the terms of his request to cancel their contract. Per the customer's request, we will be delivering some materials, including plastic and custom-made trim, in the coming week (awaiting customer confirmation), which will resolve his remaining requests.
  

  Customer response

  06/18/2022

   
  Complaint: 17433154
  
  I am rejecting this response because: While Andersen has not contested our claims, has cancelled the contract and agreed to provide materials sufficient to restore damage done by their initial work in installation of new doors, they make no mention of their commitment to secure a release of any obligation on our part to the finance company from whom Andersen improperly accepted payment for work not performed.  Andersen has stated to us that restitution has been made to the finance company, but they have not affirmed that they have interceded on our behalf to clear our account and to insure that the loan contract be voided as well.
  
  Sincerely,
  
  ***************************

  

  Business response

  06/22/2022

  We spoke with ****************** this afternoon and clarified the new terms of his financing. He informed us that the financing company had contacted him yesterday, also explaining that the amount for the canceled project had been refunded, and they provided him with an updated schedule of payments. We confirmed with ****************** that he has no outstanding concerns regarding his financing at this time and that his concern should now be resolved. We have plastic scheduled to be delivered to him tomorrow, and trim will be delivered in the next 2-3 weeks after the supplier completes the order.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Andersen breached their contract. I signed an initial contract a few months back. I had been advised 4-6 wks upon delivery of 2 windows. Once the measurement appt. was made I was advised delivery was now going to be the week before Thanksgiving after a 2nd payment was made the second payment was made. On 11/18/21 I called ******** Salesman, ***, and asked him why no one had called me to schedule my 11/20/21 installation. He shared I'd have received a call. I was called and spoke to the Project Manager ****** at ******** and she stated she had to check to see if my windows were in their warehouse but also shared that I needed to update my credit card information for my next payment since the windows were in the warehouse and then I spoke to ****** who would confirm the windows had arrived. I was transferred to ****** and she shared with me that the windows were in the warehouse for installation on 11/20/21. I had to transfer back to ***** the project manager to reconfirm and coordinate my install on Saturday. I rearranged my day for Saturday before 10 am as I spoke to all parties by 9:30 am on 11/18/21. While I was at an appointment at 11:30 am on 11/18/21 I received a voicemail from ******* at the Andersen warehouse in ********* sharing that my windows had not arrived in ********** and had missed the truck and to call her. I called ******* back and she shared that initially my window order should have arrived by 10:00 am on 11/18 and was not sure why I was told they were there as their deliveries come daily at 10 am or by noon so all lies. I asked her for the regional Manager's phone number because of the lack of transparency that everyone was stringing me along as if they had received my window order for an installation. *************************** ************ was called on 11/18 and shared my concerns additionally I sent an email today 11/19/21 at 2:50 pm and asked for a full refund due to the lack of honesty and advised today my 2 windows might arrive next week.

  

  Business response

  11/23/2021

  We spoke with the customer and have agreed to cancel her contract and provide a full refund. The contract will be terminated and a full refund issued 11/23.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Repeated spam by these idiots.

  

  Business response

  10/14/2021

  My apologies for the disturbance. I have checked our database for the customers information and we were unable to locate it in our system. As a precaution we have added it to all of our Do Not Contact lists pre-emptively. Each Renewal by Andersen locations are independently owned and operated and we feel the customer may be receiving the correspondence from the Pleasanton affiliate. We suggest the customer reach out to that business so they can remove them from their lists. My apologies again. 

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