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:07/31/2023

  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.

  Date of Transaction: July 12, 2023 Deposit: $2,098 via credit card Dispute: Renewal by Andersen used bait and switch marketing tactics during the sales process for a new exterior front door. The sale person used computer images to show me what my new front door would look like AFTER it was installed. However, the person who came to measure told me the existing exterior decorative woodwork around the front door would be demolished during the install and the cement front stoop would no longer match the door still. What I was shown as the new front door after the installation was false and misleading! Earlier in the summer I used ********** to replace my backdoor. HD removed the old door and its frame and installed the new door with its frame. I was not left with a mismatch cement door stoop and torn up door frame. Until the Andersen came to measure I had NO idea of the extensive additional work that I would need to do through other entities to arrive at the Renewal by Andersen fake image! I'm totally certain Andersen knew exactly what they were doing and the games they are playing with customers!

  

  Business Response

  Date: 08/03/2023

  ****************,

         We apologize for the expectations that were set by your project consultant.  One reason we have an installation manager come out to complete the technical measure is to ensure that the project can be installed as sold and all expectations are confirmed.  Your cancellation was processed yesterday and the refund for both your initial deposit and permit are forthcoming, and you should receive the check in **** business days.  

   

  Best regards,

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

  Director of Customer Relations

  *** of ******************** 

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

   

   

  Customer Answer

  Date: 08/04/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/25/2023

  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 purchsed new windows in 2020 for the north side of my house. I started seeing problems in the winter of 2022. There were large gaps in the windows when they were closed you could see directly outside the house. There were 1/4 in to 1/2 in gaps that were allowing small piles of dirt to collect on the inside of the window.I called to get the warranty department out and they set a date almost 2mo out. When the technician came out he just was going to add little foam pieces to the window on the bottom to help close the gap. He also did not bring the weather stripping so we had to set another date. I asked how the weather stripping and foam was going to close the gap and he didnt have any answers.When he came back out with the larger weather stripping i asked him again how this was going to physically close the gap and he had zero answers. This larger weather stripping made it very hard to close and latch the winow shut A few weeks had passed and i was still able to see directly out 2 of the windows on the sides where in appeared the windows werent measured or manufactured to size. i called and they sent out another tech out to adjust the felt stripping on the side. I asked him once again how this was going to physically close the gap from house to window and he had no answer. I asked him for a number of someone who knows how to answer and explain to me how this was going to fix the issue and why it happened.They sent the superviser out in another 2mo and he was explainign how the windows move and there would be larger gaps in some of the windows. I asked him to put a level on it which none of the techs did. After his measurments and leveling he came to the conclusion that they were installed wrong and we had to reset all the windows from the 2020 install. Iam upset that i paid large money for these to only have them installed wrong and to have to keep saying they are not working right. I feel like they only wanted to get paid and were hoping i would drop it.

  

  Business Response

  Date: 08/11/2023

  ********************,

           We apologize that the experience and workmanship has not been up to our standards, and more importantly, yours.  I understand that we are scheduled to come out later this month to address these concerns, however I left a voicemail for you this morning to discuss your experience more at length and also to discuss what can be done to make this right once the project is complete.  Please either call or email me back at your earliest convenience, my contact information is in my signature below.

   

  Best regards,

   

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

  Director of Customer Relations

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

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

  Customer Answer

  Date: 12/04/2023

  I had 3 north facing double hung windows intsalled in 2020. Noticed major gaps in the window and increased sound and air leaks in 2022. I could visually see outside through large gaps in the window frames. After several calls and visits that never fixed the problem i requested the send out a ******* or suprevisor. ***** came out told me the windows were not installed properly and the were out of square not level or plum. ***** personally came out to reset them in july 2023 that was the 6th visit by the warranty **** and about 8mo of phone calls and appointements. I was paid back 25% of my cost due to poor installlation. I hoped and thought my problems were solved. December 2nd 2023 the first real cold and wind storm we had this year i could see outside through a gap. I could feel the cold air pouring in through the gaps of my ******* double hung windows. I dont know what else to do, here as i feel ive been robbed of my hard earned money and will have to soon by new windows because of how unlevel and leaky these expensive windows are. .

  Replacement; Repair; Refund

  

  Business Response

  Date: 12/05/2023

  ********************,

        We apologize you are still experiencing issues with your product.  ********* Service Supervisor is scheduled to check all three windows and perform an air infiltration service accordingly on 12/18 as confirmed yesterday.  Once compensation has been provided on a project, as we did for your initial installation concerns on September 5th, no further discounting is considered.  *********** being completed on 12/18 is work covered by the terms of your warranty, which remains fully intact as per the original terms of your contract.

   

  Best regards,

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

  Director of Customer Relations

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

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20372284
  
  I am rejecting this response because:
  The frame isn't level and seems like it is not square.
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/08/2023

  I think I just want to walk away from this. For some reason it's making me very stressed and I don't think they are going to do anything beyond the warranty work. After talking with another contractor he asked why I would even trust them to do the work again and I dont. 

  Iam sorry to waste your time but it's just not worth it. Can we just resolve the complaint please 

• Initial Complaint

  Date:05/15/2023

  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.

  As crooked as their work! Renewals by Andersen has perfected a systematic pattern of abuse this completely contrary to the principals of the Better Business Bureau, and their accreditation should be revoked permanently. Misleading sales brochures, high pressure sales tactics (citing long lead times) to sign binding agreements Taking advantage of vulnerable people who do not understand the legal jargon and technical terminology that is contradictory to the claims being made by the sales representative and sales brochures Contracts are intended to remove and restrict consumer rights while failing to specify details of materials and methods that would create binding obligations on contractor Poor quality of workmanship; crooked windows wont close, installed OVER old trim boards, gross mismatch to existing windows, flashings collect insects and condensation, impossible to maintain leading to damage to home and increasing home insurance liability Delay and deflect tactics; over 56 phone calls/emails during 6 months (15 months since purchase) without any reasonable attempt at resolution. Offered a very small refund of a portion of the contract THEN referred ** to collection agency, without notice/due process/explanation "Warranty" specifically excludes exactly the type of damage to home that results from their poor installation practices and inappropriate weatherproofing. They know they they cannot stand behind their work, so they hide behind their lawyers rather than doing a proper job! Andersen has developed as system of abuse which involves high pressure sales, empty promises, abusive contracts, and legal ******* to confound and intimidate. These crooks will steal your retirement savings and hide behind immoral lawyers.

  

  Business Response

  Date: 05/23/2023

  ******************,

          Our Sales Manager ********************* has been in contact with you numerous times via phone and text about your concerns and attempted to provide alternatives to find a solution.  Her final correspondence via text on 1/12/23 is attached.  Per the terms of your contract, we cancelled your second and third phases and charged 25% as those materials had been ordered for your project.  Currently, you have a remaining balance due of $1101.00 on your first phase that was installed.  In an effort to bring this to an amenable conclusion, we will consider your first phase paid in full by writing off that amount while maintaining the warranty for both the parts and labor as per the original terms of your contract.  Additionally, we will refund the 25% you were charged for your other two projects. To that end, our accounting team will be sending you a check in the amount of $5104.25. This would be our final consideration in the matter.

   

  Best regards,

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

  Director of Customer Relations

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

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20060939
  
  Dear *********************,
  You continue to focus upon short-term earnings, while failing to appreciate the long-term costs of your malpractice, the results of which have direct consequence to the structural integrity of the entire building. Please consider the costs of replacing a rotten log in a chinked-log home. Please understand my distrust in recovering these repair costs from a company lacking basic integrity.

  
  Thus, to accept your offer would be irresponsible, as it would substantially increase your liability, and it would only complicate the dispute over the ultimate cost of your substandard products and services. We do not want you to incur a greater liability, nor do we want you to pay for expensive litigation, so we feel it is in everyones interests to agree that:

  
    -You will immediately reimburse all money paid to you to date ($22,960) and issue a written notice that our account is fully settled in good standing.
    -You will issue a written redaction of your claim against my credit, explaining you made an error in referring my account to a collection agency.
    -You will issue a written apology for the hardships you have caused, signed by all involved, which we may post to a public forum along with images of the disputed malpractice.
    -You will forfeit ownership of the three windows you installed.
    -You will agree to pay any subsequent costs incurred in the enforcement of this settlement.

  
  By providing a full refund, you can preemptively negate what is going to become an enormous financial liability. Furthermore, we are offering to forgive the substantial extraneous costs incurred by ** in pursuing this settlement. We urge you to take this opportunity to protect the interests of your organization.

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

  Customer Answer

  Date: 03/07/2024

  Please close this complaint as resolved with satisfactory completion.
  
  For my records, please respond to this email when that is completed.
  
  Thank you very much,
  *************************

• Initial Complaint

  Date:02/22/2023

  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.

  In mid January 2023 I noticed a draft coming from a patio door I had installed last year, this being the first winter since installation. I called to have someone come look and replace whatever needed replacing. Instead I was told to take a picture which happened to be the bottom rail filler coming off every time I opened the door. I didnt know it until I looked around to see what I could possibly take a picture of. I sent that in and was told they didnt have this item in stock and would have to order it and would be looking at the first week in February. 3 weeks go by and I had not heard from them. I called again and was told item would be received by 10 February and would under go a quality check before scheduling the installation for new part. Another 1 1/2 weeks go by after 10 February and I called again. Was told item was not received and waiting for Corporate to give them a new date for item to arrive. Was also told at that time that this is a Custom Made item which I was not told in the beginning. They made it sound like this was an item they did not have in stock NOT that they had to have it custom made. Now I have no foreseeable date of fixing this and in the mean time I have a cold draft coming in through my patio door. **************** does not appear to be a concern for this company. This is my second complaint with this installation and until I did write a complaint, they were pretty lackadaisical about responding to my concerns. I currently have 2 windows on order to be installed within the next few months but given the lack of customer concern and the lack of an acceptable response time - I would like to cancel that order WITHOUT FEES and go with another company that will hopefully have concern for customer satisfaction. Im having a hard time accepting this sort of treatment from a big name company that going in I thought to be trustworthy and customer care oriented.

  

  Business Response

  Date: 02/27/2023

  *****************,

   

   Thank you for taking the time to speak with me last week.  We look forward to completing your new phase on Saturday, March 4th, and I will continue to keep you updated on the delivery date for the bottom rail filler for your patio

  door.  If you have any further questions or concerns, please reach out to me directly.

   

  Best regards,

   

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

  Director of Customer Relations

  *** of ********************

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

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

  Customer Answer

  Date: 03/01/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/27/2023

  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 have been a customer RBA for several years and have made all of my purchases through *****, an RBA employee. In May 2022, I contacted ***** to purchase and install two windows and a sliding glass door. *****, an RBA employee, came to my home to assist with my purchase. I was able to place the window order without complication. ***** indicated that the door would need to be ordered by an outside contractor because it was considered New Construction. ***** referred and introduced me to ***** who he said could purchase and install the door. ******* email states:***** is the most qualified structural contractor that I know, & will do an immaculate job for you. By way of referenceJesse is the only contractor permitted to work on our **** Denver bungalow. He will be able to provide the identical door to what we offer, & I will be happy to give him the specs for what ******* designed I spoke with ***** yesterday, as well as confirmed that the door we designed was available, & he is happy to continue the conversation with you at your convenienceAs an employee of RBA, I trusted ****** referral and met with ***** to avoid delays. I paid ***** $8,745 on May 14, 2022 via PayPal. When the door was due to arrive in October 2022, ***** ceased communication, never produced my door, or a refund. I reached out to *****, who is no longer with RBA, and various RBA corporate offices to recoup my loss.I have since learned that ***** is not a structural contractor as ***** claimed. ***** is not a licensed contractor and is not insured. I have also learned from RBA that it is company policy to refer clients to a preferred list of vetted contractors. It was Logans duty, as an employee of RBA, to direct me to preferred vendors and distributors. Instead, ***** directed me to *****, facilitated the introduction and misled me about his license. ***** was the door expert, and acting as an agent of RBA, it was reasonable for me as a lay person for me to rely on him.

  

  Business Response

  Date: 02/03/2023

  ********************,

   

  We understand that you have spoken to several individuals at our corporate office as well as our VP of Sales locally in this regard.  We have assisted to the extent we can, however we could neither provide the product nor

  complete the structural work to complete your project, subsequently you entered into a contract with a different company. No contract for the door was provided through *** of Colorado, nor was any deposit provided to *** of Colorado

  for this project, therefore there is no refund to give nor any product to supply.  This complaint would be better served towards the individual (*********************) and the company (Armortech) that you entered into business with.

   

   

  Best regards,

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

  Director of Customer Relations

  *** of ********************

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

• Initial Complaint

  Date:11/13/2022

  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.

  Daily junk mail representing ******** Renewal Windows. The sources of the emails are telemarketers, scammers, and possible even ******** Renewal themselves. I have attempted to block email address, utilize unsubscribe even though I have NEVER used nor would I ever use ******** Renewal Windows. I continue to get 2-4 daily emails and unable to adequately STOP then. I have also written to their company and still waiting on a response.

  

  Business Response

  Date: 11/14/2022

  **********************,

   

  We apologize that you are receiving these email communications despite your attempts to unsubscribe or otherwise stop from getting them.  Your information has been sent to the marketing team for our local affiliate to ensure you 

  are removed from all local marketing campaigns, including email.  While this does take some time to remove you from the pipeline, if you should continue to receive these after two weeks, please contact me directly via email so we can 

  address.

   

  Best regards,

   

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

  Director of Customer Relations

  *** of ********************

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

• Initial Complaint

  Date:11/02/2022

  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.

  4.5 years ago, we replaced all our windows on our first floor. This last summer, we noted that two windows are appearing to have a defect within the pains where you are unable to see out of areas of the window. For several months I have been contacting and emailing Andersen and finally I received a quote to replace the windows. I then inquired why this isn't covered under warranty as it is a manufacturer defect. I inquired over 5 times and today, I received a voicemail that they will not be covering it.This is a manufactured issue. And when you look up what is covered, this issue falls under the 20 year warranty as per their own website, it states the following:Manufacturers warranties "This coverage applies for 20 years. It also promises that the windows will not develop material changes in appearance or obstruction of vision. If the glass fogs up or discolors as the result of a manufacturing defect such as a premature seal failure, Andersen will resolve the issue within the covered period."Nobody has bothered even coming to have a look at them. They asked for pictures, which I provided but explained it would be so much better if someone could come look because of where the windows sit, it would be hard to show the issue fully in pictures. Instead, I get a quote to replace them at my expense. These two windows have areas that are obstructing our vision which is clearly covered. It's very unfair that they are not standing behind their warranties and not even bothering to step foot inside our home. We have now pretty much replaced windows with them for our entire house and I sincerely thought we would be getting top notch service but that is not happening.

  

  Business Response

  Date: 11/08/2022

  ***************,

   

  This is something that should be covered under your 20-year glass warranty and as such, these sashes have been reordered at no cost to you.  Once we have a delivery date, our service team will be reaching out to you to schedule

  replacement.

   

  Best regards,

   

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

  Director of Customer Relations

  *** of ********************

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

  Customer Answer

  Date: 11/09/2022

   
  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. Thank you for adhering to your warranty policies.  I very much appreciate it. 
  
  Sincerely,
  
  **** And *********************

• Initial Complaint

  Date:10/04/2022

  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 have 3 windows that were manufactured and installed by Andersen 07/28/2016 that are currently under warranty. I have one window that has faulty hardware and in need of repair. As I am still within the 10 year warranty period for hardware repairs, I would like it repaired. I have tried to contact them multiple times, sending in pictures and leaving voicemails. *************************** in the Denver office has not responded to my requests for service. I paid them $7,086.00 in full and they are obligated to honor their warranty. Therefore I am requesting a qualified service person come ****************. It's a really simple request. Call me back, and schedule a repair.

  

  Business Response

  Date: 10/04/2022

  *****************,

   

   We apologize for someone not providing you a path forward, however after your conversation with ******** on 9/28 and subsequently the pictures you sent were received, parts were ordered on 9/30.  We are awaiting delivery of

  the new balancers for the double hung window in the living room.  Once we have an ETA on those parts, we will absolutely honor the warranty and schedule replacement of the balancers.  If you have any further questions, please contact

  me directly via my contact information below.

   

  Best regards,

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

  Director of Customer Relations

  *** of ********************

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

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

  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,
  
  ***************************