Complaints

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

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  Renewal by Andersen Midwest

  801 Congressional Blvd Ste 500 Carmel, IN 46032-5900

  
• 

  Renewal by Andersen of Nashville

  2922 Brick Church Pike Nashville, TN 37207

  
• 

  Renewal By Andersen

  200 Edison Dr Middletown, OH 45044

  
• 

  Renewal by Andersen of Indiana

  710 Fellows St South Bend, IN 46601

  
• 

  Renewal By Andersen Of Chattanooga

  4295 Cromwell Rd STE102 Chattanooga, TN 37421

  

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:01/18/2023

  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.

  In spring we signed a contract for 58k and some change with renewalbyanderson Nashville. Late November the installers arrived. Subcontractors, they damaged the windows and doors , they left work incomplete, the rear sliding glass door is installed incorrectly, coming apart and leaking water into my home. There is damage and scratches all over my home and property. Expanding foam caulking and silicone on floors walls and windows, gaps and cracks in all work. Exterior metal trim out of square and hollow so rain sounds like a drum band throughout my home. I locked the loan, renewal didn't respond to me until they discovered they couldn't get more money, their project manager stood me up twice when he was set to meet with me. Excuses and promises. I have all these claims documented, photos and communications.

  

  Business Response

  Date: 01/19/2023

  Our Director of Operations reached out to ************** and they spoke this afternoon. Our General Manager, will be doing a site visit next week with *****. The rest of his products ETA is 1/23/23. As soon as it arrives, the team will be doing an inspection. Once that has been completed, director of ops is going to give a call to schedule a revisit to lay out the completion plans.

  Customer Answer

  Date: 01/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  
  [Provide details of why you are not satisfied with this resolution.]
  The gentleman spent approximately 30 min apologizing and trying to convince me this is not how they do business. During the call he said he would do two things immediately.  The first was draft an email stating these promises he was making as I am not about to take someone's word, the second was to communicate to his cohort not to call after 2pm because I would be asleep.  I haven't received any emails and I was awakened at 3:17 by a phone call I did not answer. This is ridiculous,  shameful  and disappointing 
  Regards,
  
  *********************

  
  

  

  Business Response

  Date: 01/20/2023

  We apologize for any miscommunications regarding when we were emailing as our manager had stated that he was on the road.We also apologize for the late call. Our GM called twice yesterday and left message and has been reminded to not call after 2 again. The following email was sent today to ************************* "It was great speaking with you yesterday and I hope that we can renew your faith in Renewal By Andersen. Per our conversation on 01/19/23 we will not attempt to collect any funds on your project until you are satisfied with the completion for the project. At that time of completion, you and I will have the conversation about any compensation that is to be given. We have your product delivering to us on 01/26/23 and inspecting on 01/27/23. *************** will be scheduling a job site visit with you for the beginning of the week to make sure we have all need information for the completion of your project". 
  

  Customer Answer

  Date: 01/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  Nothing has been done yet. More promises.  We have an appointment with a higher ranking individual from renewal.  At this point I just want this done. I regret doing business with ********, It continues to be the bane of my existence. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************

  
  

  

  Business Response

  Date: 01/26/2023

  We have done everything ************** has asked for besides finishing the project because we are still waiting on product. ************** has been in contact with our Customer Experience Manager, our General Manager, and our Regional Director of Operations. The email he requested was sent from *****************************. The product has arrived today and has been checked into the warehouse. *** met with ***** this afternoon to discuss the project in full. It was talked through with full transparency that before we schedule the appointment, we are needing 2-3 days to gather all the information, including a scope of work form, to ensure everything is rectified. *** is also going to be out tomorrow and will connect with ***** by the middle of next week to schedule the appointment. It will be scheduled with our certified master installer. The customer has agreed to this. *** also left a voicemail for the wife with all this information, so everyone is on the same page.

  Customer Answer

  Date: 01/27/2023

  Better Business Bureau:
  
  *** did come by and we did review the tasks needed for completion. When it begins it will require an additional three days. While this is not ideal it was expected. However towards the end of our meeting *** brought up the financing contract through their partners at greensky. It appears the cause of this whole fiasco is a date set by the lender in which all work must be completed. I am currently awaiting a call from **** at greensky to better understand what this expired status entails. There is some pressure from *** and his company to sign an agreement  renewing what I believe to be the original agreement. Both myself and my wife are extremely apprehensive about this. I hoped to hear from greensky today but did not. Monday I'll book a consultation with an attorney to seek guidance as I feel this agreement dissolves our ability to negotiate compensation.  I would like to thank the BBB for their assistance in this matter. 

  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************

  
  

• Initial Complaint

  Date:01/10/2023

  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.

  Front door installation 1. Sales person provided inaccurate information regarding the door.2. The person who came to measure did not complete a check list.4. The installation crew could not speak English so we could not ask questions project date 11/2/22.5. There was no door handle on the screen door, unnecessary holes were drilled in to the door.6. The door would not lock. 7. ***** was dripped everywhere on the door. 8. Our hardware on the door was supposed to be black and it was brass.9. The installers began the project without contacting the project manager, because they did not have a interpreter on site, they are not allowed to do projects if they dont have an interpreter on site, they began the project knowing they did not have a door handle for the screen door.10. I called the project manager about the situation and he sent them to Menards to get a handle so we could get in the house, they put a handle that goes on a kitchen drawer on our screen door. 11. The project manager came out the next day and put on a screen door handle but it left 6 holes in the door.12. 1/1/2023 the came to replace the hardware to black and put on a new screen door. They replaced the screen door, but left the damaged piece where the old door handle went. This door is supposed to be scratch proof it has scratches all around the door, the hinges on my door are brass. My screen door does not close when you shut the house door it pops it open. 13. I contacted the project manager again and we have to wait another month for the hinges to be replaced and the part they drilled into has to be replaced. I also do not have the screen for the screen door. I told him the door doesnt latch but he did not address that issue.14. This is an unbelievable experience to get this door replaced at a ridiculous price. I have pictures of all the damages.15. The project cost is $8999.00, I paid $4500.00 and I am not paying a dime more.

  

  Business Response

  Date: 01/12/2023

  We spoke with ************** this afternoon. We discussed everything she listed in the complaint and the work that still needs to be done. The resolution that was agreed upon is that since she is a repeat customer and given the situation, we are going to be waiving her balance and she will be signing a general release form, which we will have to her by Friday. We are also having a project manager go out to her home to create a punch list to ensure we get everything completed on her next appointment once the hinges arrive. The date and time are TBD.

  Customer Answer

  Date: 01/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I reject the decision to close my case with ******** renewal.

   1. I only have a verbal consent at this point to what we agreed upon.

      a. They agreed to waive the remaining balance of the door project.

      b. They agreed to fix the remaining defects on the door.

      c. They agreed to create a project list and call and go over the list prior to coming to our home for the final fixes.

      d. They agreed we would receive all warranties associated with the storm door, the interior door, and any other warranties related to the project of the installation.

  2. A project manager has come to the house and took pictures of everything wrong with the door and wrote down my expectations of the finished project.

  I do not have a date yet for them to finish.

  I do not have a list of the the things that need fixed.

  I do not have a contract that says the above things and that there will be no retaliation from them for the remaining balance, and they will uphold the warranty with no prejudice against us. 

  I will not sign off with the BBB until the project is complete to my satisfaction and they produce a contract that states the warranties stand without prejudice and there will be no retaliation against me or my husband for the remaining balance.

   

  Thank you,

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

   

  
  

  

  Business Response

  Date: 01/26/2023

  We spoke with ************** and sent her over a detailed email providing all the information she requested in her rejection. We provided a timeline of all interactions she has had with our team since the complaint was filed, a list of the items that will be taken care, and an ETA of her products. We also ensured her that her warranty is not voided.

  Customer Answer

  Date: 01/26/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:01/03/2023

  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 installed my windows in August it took them forever for them to do that they were measured wrong so they tried to make them fit anyway which I'm noticing this winter cold. I'm having nothing but cold air coming through these windows it's freezing in this house. These windows are worse then my old wooden windows. My furnace keeps coming on every ***** mins. It's below zero here in Richmond Indiana at Christmas time. This has been worse investment I picked the wrong company the windows are why over priced not worth the money I paid. They tried to fit them in anyway they could didn't work. Upset and cold

  

  Business Response

  Date: 01/05/2023

  We were out at Mr. ******* home on 12/20 for a service appointment to install H plugs and re did some caulking on 1 unit. At the time **************** signed off stating there were no further issues, and the service was completed. The service coordinators also performed an exit call the following day and no further issues were mentioned. 
  
  Our service manager, ****, has reached out to *************** and left a voicemail. We can send a service technician out to his home to install oversized bulb seal and foam back rods to his units. We will try reaching out again to resolve this for ***************** 

  Customer Answer

  Date: 02/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  

  Customer Answer

  Date: 02/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Because the windows aren't as good as advertised its cold in the house for $3000 a window they should proform better than they are. I don't see a difference in the new windows then the old ones. Everyone that comes in the house say their not insulated. I caulked all the windows outside frames didn't change a thing after they left.

   

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

  
  

  

  Business Response

  Date: 02/13/2023

  During the final appointment, our senior technician went through the home and performed an air test on all windows installed. He added service weatherstripping to the windows to eliminate any concerns of air penetration. Before leaving he tested all the windows and could feel no air coming through. Upon leaving the residence 2-2-23 he was confident that our windows are not the issue for him feeling cold in his home. We proved our windows were not leaking by shooting high powered concentrated wind directly on the windows at close range and could feel no air penetration. We feel we have acted in good faith and have done everything possible to resolve any issues including having the final work inspected and signed off by the homeowners.

  Customer Answer

  Date: 02/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:12/01/2022

  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.

  On 9/7/21 we applied/approved for financing $45k. During the sched install on 1/17/22, there was an issue that we had to take care of in order to complete inst. I was in my last month of a very high risk pregnancy, &had baby 2/14/22 which delayed the work on our house. We had work completed 03/22, & they came to complete the install in 04/22. During this very unprofessional visit by subcontractor, they stayed until 9pm completing install interrupting the bed time of my 5 older children, they put ************* in the drywall going up &down the stairs & in our master bedroom, the spray foam was over sprayed on windows, flooring, siding, screens, &porch, there is over spray in between the windows causing bowing of the trim, they were overcaulked &sloppy, one screen was ordered wrong &placed in wrong window &another screen was placed in wrong window causing it to bend in the frame. I contacted our sales person who said he would make some phone calls, it wasnt until they called us for payment that someone got the install manager to call me. He came out &wrote down a bunch of stuff &sent the original crew back out to make fixes. Only some of the work was completed. I then contacted *** again &sent pictures of the job that was done &how much of the work wasnt done. A couple months later we had someone else come back out &install less than 1/2 of the replacement screens &match up siding. A month or 2 later we received a call that our screens are in &they wanted to schedule the work but that bc of all of the issues they wanted to send a person they were sure to complete the job. He wasnt available until 9/28but that being my moms bday I requested 9/29. The second week of sept I got a call that bc itd been over a yr since we appl for the loan we needed to reapply. We expressed concern about the changes in circumstances since &got in touch w/ a loan guy who went over credit sit &recommended we req in house financin &so I did &was told Id rcv CB &ddnt now Email threatn court

  

  Business Response

  Date: 12/06/2022

  We have spoken to ************************* and have provided her with direct contact information. Their financing expired and due to personal situations, they were not confident that they were going to get approved. Our admin department had been reaching out via email, phone, and voicemail, and once we connected with her when the complaint was filed, we did investigate to see if we could open the loan they initially got approved for. Unfortunately that wasnt an option. We provided 2 options and *************************, and her mother are going to the bank to open a loan to pay half of the job off. We are voiding their warranty and they will not have any future services.

• Initial Complaint

  Date:11/21/2022

  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.

  We bought new windows for our home totaling just over $30,000. Installation was early August and we had 10 windows replaced (all windows in home). There are currently issues with 7 of the 10 windows. 4 of the gliding (Glider) windows make a loud screeching noise, 2 of the windows were installed in the wrong place. The 7th has a screen that is torn. All issues were brought to ********* attention either during or immediately after install. When inquiring with ******** we were informed the Glider windows may need to be re-manufactured if grinding down spots doesnt work. We have also been informed the other 2 windows may need to be re-manufactured as well. Our contract states that no payment is due until the job is complete. ******** has promised to resolve these issues and has assured us our loan would not be closed and no payment would be due until these repairs were completed and our job was complete. Communication has been awful from the start and Ive had to drive all communication. I called to inquire about the status of these repairs at the beginning of November. They called back with an availability date of 11/28 and we were not available, and then again with a date of 12/6. I explained we both work full time and the end of the year was very hit or miss. We then scheduled an appointment for early January. Today, 11/21 I was notified our job had been marked complete and our loan was now due. I called ******** and explained the job is not complete and was told a manager determined our issues were minor and the job was therefore complete. I explained that the potential to replace 6 windows is not minor and I felt they were in breach of contract. I asked to speak to a supervisor and was assured he would call back, but I never heard anything. I am concerned we will never have our windows repaired and hope other customers dont have this experience. I also feel ******** is closing this loan early out of spite since we werent available until January.

  

  Business Response

  Date: 11/22/2022

  This has been resolved. **************** was put in contact with our admin manager and the financing was worked out. He was also compensated and scheduled for 1/9/23 to finish up the job.

• Initial Complaint

  Date:11/21/2022

  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.

  2/2/22 remove 10 windows and replace with renewal by ******** windows. The first install went pretty bad not plumb square or level, contractor also damaged interior trim. ******** came out and deemed install no good and set appointment for second installer to reset all windows. Second contractor comes out 2/23/22 and proceeds to remove windows to be reset and informs me that windows were measured wrong and proceeds to tear wood out of my existing structure and tears my interior trim off that is all stained trim. That was not supposed to be touched or damaged. They do the reset on the 10 windows that does not fix the previous issues and made the issues even worse destroying plaster on my interior that I had to repair do to they were going to trim over it. I called ******** they didnt even come out ***** the damages they sent a third contractor out on 3/26/22 he rest one bedroom window,I questioned him on the air leaking in his reset he shrugged his shoulders and load his tools and left. ******** then proceeded to order a new set of windows to try this process once again. Windows were scheduled to be reinstalled on 6/3/22 that did not get installed properly and they sprayed the side of my house with spray foam attempting to clean it off and made big smeared mess they set a date to adjust and reset windows once againand once again no good install,according to a ******** service tech by the name of ****. **** then called for eight windows to be reset for a fourth time. On 10/29/22 the fourth installers showed up for another reset we still have cold drafty windows for the second winter. So now I have drafty windows Unstained interior trim and spray foam smeared into my siding in the front of my ***********

  

  Business Response

  Date: 11/28/2022

  We have settled with the **************** and will be waiving his remaining balance due. 

• Initial Complaint

  Date:11/11/2022

  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.

  Renewal by ********, Cincinnati, ** 45241

  In May 2022 my husband and I inquired about having new windows installed in 2 bedrooms and living room. After explaining the process and cost of the job.We were told in would take a few weeks to make the windows since they would be make to fix our frames.Finally they came to measure the windows.Never heard anything from the company for weeks until we called them again until we called more then once. We called and threatened to call BBB and a lawyer. They then make an appointment to install the windows.We found all kinds of problems with all the windows after the windows were installed. We called to tell them. They were going to send a person to come and look at the window. Well, again we had to call and threatened to call BBB and the lawyer. They called a couple days later to collect the rest of the payment. We said no until the windows were fixed.They made an appointment to fix them. Again no word for a couple week until we called and threated them again to call BBB and the lawyer.Finally they came. They had to replace the frame on all the windows. They still were not right. Again we called them for an appointment.We had to tape the windows with plastic trash bag for privacy. The windows were covered with these bags for month. We looked like we were vagrants. My nerve were shot. Again a couple days later they called about payment. Again we said not until the work was finished.It is now November 2022 and we are still waiting for hopefully the last time to have them again fixed the problem again.We have never had a company that was so irresponsible.Thank you for your time to listen to us.May God bless you.

  

  Business Response

  Date: 11/18/2022

  Our team spoke with ***************** a few moments ago regarding a resolution. Compensation was provided for the issues that occurred during installation and the she has been scheduled to install the screens that we are rewrapping for 12/19.