Complaints

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

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  Renewal By Andersen of Kansas City

  8180 Nieman Rd Lenexa, KS 66214-1506

  
• 

  Renewal By Andersen of Central Missouri

  4011 Waco Rd Ste 8 Columbia, MO 65202

  

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:12/09/2024

  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.

   
  
  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,
  
  
  ******* ******d that I would have to wait for them to be taken care because they were place in Oct. and Nov. I reminded him that my order was placed in Aug. but he said that that did not matter. He said that they might be able to put my window in Jan. 10. There was nothing definite given to me at that time. No one has contacted me since to set up an appointment or to give me a time to expect an appointment. I don't even know if they ever will install my window. My main point is that I did not make the mistake, RBA did and they should take care of their error and notify me of the status immediately.

  

  Business Response

  Date: 12/09/2024

  We spoke with the client on 18 November 2024, letting him know we had ordered necessary replacement materials and expected to receive them 06 January for a 10 January installation and completion.

  We appreciate the opportunity for this project and look forward to it's completion for the home owner.

   

• Initial Complaint

  Date:06/13/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed a contract with RBA 12/12/22 for window replacement with **** ****** $44,468. expected windows installed by March 2023. On 4/27/23, emailed to inquire the status, with no reply & second email on 5/4/23 to inquire again. He called & admit they failed to communicate, required i hire a foundation company to ensure no foundation problems. I completed this & sent the document on 5/25. I was given an estimate it would take 2 months to get the windows installed thereafter. On 6/27/23 I emailed to inquire status, no reply. 7/4/23 I emailed again. 7/7/23 **** replies that he got approval to move forward (which means the order hadn't even been placed and would take now 2-3 more months of waiting to get them made & installed). signed a new contract 7/10. had to ask for manager to adjust my account balance or comp me for the time and delays due to the lack of and miscommunication by RBA. **** ******** replied to me on 7/26 to offer an upgrade of the window color at no charge for my delays. would also pay foundation fee. I agreed. On 9/22/23, ***** ***** emailed with install date of 9.29. Unfortunately RBA had to reschedule due to windows not being ready, reschedule 10/16/23 for install. was told install would take 1 day (9-4pm) 10/16, the installers arrived, began to remove 2 old window units of my home, and realized the colors of the new windows were wrong, not what I ordered. **** sent final invoice 10.16. I emailed **** and asked for rectification, nothing was discussed. 12/8 RBA reached out to schedule install date of Jan '24. Dec 11 another install attempt, but another color mismatch. I refused to move forward til management contacted me about refund or comp for the delays. *** called but no comps til project complete. I asked for management to contact me. *** & ***** visited me 12/22 & offered $2000 including foundation fee not knowing my whole story. I still haven't received any refunds. final install scheduled Dec 28 and took 3+ days.

  

  Business Response

  Date: 06/20/2024

  We appreciate the customer's patience with us as we worked through process improvements as well as pre-existing conditions at her home. Our recent conversations with her indicate her concerns have been resolved. We stand ready to address any unknown outstanding issues or future service needs. 

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Birner Kansas LLC d/b/a Renewal by Andersen has blatantly disregarded our mutually entered and agreed contract. They refuse to honor their warranty. They did EXTENSIVE DAMAGE TO OUR HOUSE and we can/ have proven it. If we had not paid in full, they would expect us to pay. However, they seem to feel that the contract does not really apply to them. This is not surprising considering they openly and intentionally misled consumers through advertisement and the contract itself. This business is EXTREMELY unethical and will continue to defraud consumers to enrich themselves. We want this point made to consumers because it is more than likely we are not the only ones that are having issues like this. Please look into them hard... but we also know what  carshield did and what a horrible company they are. In our opinion, our experience with renewal is right in line with what carshield does. rough the floor and subfloor and which notched no less than six floor joists, in addition to the exterior damage. ALL of this was done during the original installation. The company has refused to honor their contract after violating it by doing this extra damage outside of our contract. They voided the contract without cause after being told the amount of damage. They claim ****** is another warranty provider for claim, but they have never done business with Birner Kansas LLC d/b/a Renewal by Andersen. This company has lied in its contract and violated its contract. They do extremely unethical business, similar to carshield. I have extensive proof of damage and unethical business practices.

  

  Business Response

  Date: 06/12/2024

  A release of contract and full refund has been offered.

• Initial Complaint

  Date:12/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1 year ago. On November 29th of 2022 I signed a contract to have a patio door installed. It was supposed to be installed on March 14th. They came with the door and the door was two and a half inches too short in height. They took the door back and said they would make a new door and install it in April. They gave me a date of the 24th. The 24th came and went. No one called. No one contacted me. I tried calling them several times to no avail. I tried emailing them to get someone to call me back and no one did. Finally, at the end of May beginning of June the salesman called me and said they were ready to do the installation. I spoke to the salesman on the phone and after all this time I had some hardships transpire. I told them I could not accept the door. I could not pay for the door then I was having some hardships and medical issues and the salesman told me he would take care of it. A month went by and I received a letter and they were threatening me telling me that they had tried to contact me by phone several times which was not correct. Now they want to charge me a late fee or breach of contract fee for almost 1,700 that I cannot pay. Still no one has called me. They just put that fee in my loan account and no one has called me and no one will answer my questions. And every time I try to call them I can't get anywhere. They'll say we'll have someone call you in a couple of days and then no one calls me. It's been a year. And I will not pay for this door because these people have done nothing but jerk me around for a year. No one wants to answer my questions. No one wants to answer my phone calls. Even ***** ***. The loan company that they use tried to contact them and they had no luck as well. I'd appreciate some help with this. I'm a senior citizen and I believe that they have taken advantage of me.

  

  Business Response

  Date: 12/11/2023

  We are so sorry that this project did not get installed initially as planned and wanted to make sure we had the appropriate door for the opening. As the door was a couple inches short and the homeowner did not want to reduce the size, we reordered the door on their behalf.

  On 23 March 2023 our Production Manager spoke with the customer concerning her desire to cancel. Based on where we were with a second door already in production we could not cancel at this time. However, payment terms were the primary concerns at the time and we tried helping with finding a lending institution who would offer a lower payment for the client.

  We can accommodate with either installation of the contracted door or cancellation fee equivalent to the deposit received thus far. To schedule this or inform us of a final cancellation please reach us at ************.

   

• Initial Complaint

  Date:03/16/2023

  Type:Customer Service 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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: 19611749
  
  I am rejecting this response because: I am
  providing a response to the business I have filed a BBB complaint against on
  March 16, 2023 and wanted to elaborate more on the details regarding the circumstance
  and provide clarity to their response, as well as correct some factual inaccuracies
  they have stated.  On December 9, 2022, I reached out to a two-person team
  tabling at an event that I was working at to receive more information regarding
  Renewal’s windows and to schedule an appointment to meet with someone, not
  December 16, 2022, as the business has stated in their response.  On December 19, 2022, a salesperson from
  Renewal came into my home to provide a presentation on their product.  It should most importantly be noted that upon
  completion of the presentation, with another family member of mine serving as a
  witness, the salesperson used high-pressure sales techniques as he saw that I
  was wavering in my decision and was telling me that I “could be granted a few
  more minutes to make my decision that evening, but he would have to check with
  his manager” and to “keep in mind that discounts provided to your purchase such
  as the sales presentation discount will go away if you do not decide at this
  moment.”  After going back and forth with
  the individual regarding the numerous questions that I had regarding the purchase,
  financing terms, and the product itself, I told him that I thought that I would
  like to go through with the purchase, to which the salesperson remarked back to
  me that “if you are not 100% sure, not to go through, as the sale is tied to my
  income.” After he left and walked towards his car with his items, I thanked him
  for his time and his response back to me was “absolutely, thank you and please
  don’t hesitate to reach out to me during this process. What did you think that
  I was going to do? Sell you windows and never respond to you again?”.  On December 20, 2022, the customer care
  representative from Renewal reached out with a “Welcome” email to which the
  body of the email stated that it was their goal to provide a “10-star”
  experience and that an individual would be out to conduct a tech measure on
  December 22, 2022.  In the closing of her
  email, it also states to “not hesitate to call or text with any
  questions.”  On December 21, 2022, a
  woman representing Renewal came to my home upon asking if I had early
  availability and performed her tech measure. After time
  elapsed since the at-home visit and tech measure, the way I settled on my
  decision with Renewal upon the particular salesperson’s speech and the greatly
  off-putting remarks this individual stated in the at-home appointment did not
  settle well with me.  In the short time I
  have owned my home in Kansas City, I have had other non-window sales individuals
  come into my home and provide a positive experience that did not lack professionalism
  or off-putting comment’s about how this project would provide for them
  financially.  Having figured out that my experience
  wasn’t an ordinary one, I became infuriated that I was doing business with a
  company that claims that their values and customer service are at the top of
  the industry.  This, coupled with reading
  reviews regarding this particular Renewal’s lack of professionalism and product
  quality that doesn’t match what they were led to believe they would be having
  installed for the price in their home made me reach out to the customer care
  representative who made it clear in the past “do not hesitate to call or text
  with any questions” to cancel the order.  This initial cancellation email was sent on February 11, 2023.  On February 13, 2023, this individual reached
  back out to me stating that “no cancellations can occur” and that the order was
  much too far along.  I responded to her
  on February 13, 2023, once again stating that it was my expressed intent to
  have them cancel the order so that this would be once again captured in written
  form.  The customer care representative
  responded once more stating that was not something that could be done.  An attempt was made to reach me via phone by
  the salesperson on February 13, 2023, but I did not respond, because if I was
  treated as hostile as I was by the customer care representative, what would
  change between that individual and the salesperson?  I was not going to have my decision to cancel
  swayed by this individual who came into my home and provided questionable sales
  tactics to initially gain my business.  It was at this point that I determined that I would begin to reach out
  to the Renewal headquarters in Minnesota for assistance in resolving this issue
  and to once and for all cancel my order by avoiding the local team on February
  13, 2023.  It should be noted that on
  February 13, 2023, I reached out to the company providing the financing for
  this project, ********, and canceled/closed my funding account with an official
  letter sent to me in the days after, meaning that on this date a funding
  mechanism for the purchase no longer exists for Renewal.  Despite my desire to avoid the local team in
  seeking a resolution, in the days after February 13, 2023, they forwarded me on
  and thus received a phone call attempt and email message from a leadership team
  member of the local team on February 16, 2023.  Additional calls were made to the Renewal headquarters on February 23,
  2023, and March 6, 10, and 13, regarding the status of my case, stating that financing
  has been cancelled for the project, and when I might expect to hear back from
  their Home Resolution Team.  Each
  conversation ended with hearing back that this will be resolved and that I
  would surely have my order cancelled and to wait on response from the Home
  Resolution Team for additional details.  I
  was also led to believe that each of the conversations would be recorded which
  provided me assurance that I was indeed progressing towards complete cancellation.  On the March 10 phone call, I requested that
  I be provided a list of dates I called their office and was provided a list of incoming
  call dates made by me up to that date.  On
  March 14, 2023, a member of their Home Resolution Team finally reached out to
  me, leaving me a voicemail that can be summarized best as “there is nothing our
  team can do regarding your case and your request to cancel” and that any
  further communication “must be directed at the local team,” providing me no opportunity
  to present my case to them from my ongoing experience with Renewal. This
  voicemail added further fuel to my frustration, as it marked that it took well
  over an entire month for them to reach back out to me, just to state that I
  would need to work with the local team for a resolution.  Furthermore, their lead safety contractor who
  the local team has required to contact me, which at the time of this response,
  has been nearly every single day for the past two weeks, has added yet more frustration
  to this situation.  As a result of this
  company failing to live up to its “10-star” experience goal and my expressed
  intent to never allow their windows to touch my home, I reached out on March
  16, 2023 to the BBB and the Missouri Attorney General’s Office to file complaint
  regarding this company and their lack of professional decorum and customer
  service stemming from being subjected to inexcusably-inappropriate
  high-pressure sales tactics at the beginning of the sale and hostile treatment
  resulting from my intent to have the contract canceled at the end.  After receiving the BBB response from Renewal
  on March 17, 2023, I called the Renewal headquarters to request additional information
  regarding their phone recording policies and records of when I called their
  office, to which the customer service agent told me that he “has no idea which
  calls they record” and that he wasn’t able to provide me a record of my contact
  dates, to counter the local office’s claim that I have made no attempts to
  contact their company.  This company has provided
  nothing but a duplicitous experience for me and I will never do business with
  them again.  Regards,  ***** ******

  equate customer service, steeped in deceptive and hostile treatment tactics to make me feel as though I am entrapped upon requesting job cancellation. This has culminated in complete erosion of any trust that I have with their company and I have no desire to do business with their company ever again.

  

  Business Response

  Date: 03/17/2023

  On 12/16/2022, the homeowner approached us at a local event and scheduled an appointment to have his windows inspected. He claimed his old windows were drafty with possible condensation problems and seal failure.  The initial appointment was scheduled for 12/17, but due to a conflict with his schedule, he had the appointment moved to 12/19. On that same day, he entered into a contract with us to replace nine window units. On 12/21, our Installation Manager met with ****** to review the scope of work, the specifications of the units ordered and to attain measurements for the purposes of ordering. During that meeting a timeline was given on when the project would be ordered from the factory and expectations of when the project would be installed. The order for the replacement windows was placed with the factory by us on behalf of the homeowner and per the contract on 12/27. On 01/05/2023, returning our call, the homeowner confirmed an installation date of 03/28/2023 with all indications that everything was moving as expected.
  On 02/16/2022, we received notice that the homeowner wanted to cancel his agreement, well beyond his right to rescind and after we had invested in his custom product and project. Unfortunately, the contract was not able to be cancelled at the point that the homeowner expressed a change of mind. At no point has this office or the corporate office indicated that we would be able to cancel the agreement without cost. However, as we are in contract, we have tried to reach out several times to find resolution without any response.

  

  Business Response

  Date: 03/20/2023

  This is a breach of contract by the customer. We are due the entire amount of the agreement according to the contract, however, considering no product has been installed, we are willing to reduce the amount owed in an effort to come to an amicable resolution.

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm not even sure how to begin. I have had so many issues with Renewal by Anderson. I continue to get their flyers, and see thier advertisements and I'm just totally ‘out done’ by what has happened to me.
  I purchased 3 sliding patio doors from them. 1st of all the salesman was professional, kind and nice, but somehow we ended up with financing that I wasn't really happy with. But that a done deal, not much else to do with that. I got that financing; I wish they could have done me better...
  So now the sliding windows got installed and I was pretty much happy, of course the trim wasn't painted and that's kind of stuff but… OK.. Then the troubles began.. Leak after leak... drip after drip.. Raining on the inside of my windows ruining the drywall & trim, soaking the carpet. They did come out do some repairs then we thought we were done.. I had the drywall repaired, carpet cleaned, repainted the trim... then... leaks again.. & AGAIN!!
  
  I think the water leaks have now been completely remedied. But still no restitution, for what it all cost to fix the drywall, paint and even vacuum and clean out the wet carpet.
  
  Then my upstairs window/door. was whistling and blowing air in.. my curtains were even moving.. They came out and "fixed it".. I'm so frustrated. The window still leaks air, not as bad. it's still whistles that too, not as bad.
  
  And one other issue the screen no longer closes I'm not sure what happened there..
  
  At this point I' am sending them "this" letter, but I will also be sending this copy of this letter to the media and maybe even Better Business Bureau. I cannot tell you how frustrated I am. I have asked them to come take the window out and I'll get one from ***** or something it truly couldn't be any worse. They need to make it right... Give me a credit for something. help me do something !!! $18,000 does not come easy to me. And I shouldn't have to fight so much for something to work right.
  END OF STORY! Help please : -)

  

  Business Response

  Date: 02/25/2023

  Unfortunately, we have been unsuccessful in getting return phone calls from the homeowner and her email no longer works. We absolutely want to address issues of water or air infiltration that may be caused by the products we have installed and want nothing more than for her to be pleased with her purchase. Once we hear back from her we are ready to elevate attention to this matter.