ComplaintsforRenewal by Andersen, LLC

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  About 5 years ago we had 2 windows put in by renewal by ******** the work was terrible and we were sorry we chose them they continue to send us literature about getting more windows put in I call every 2-3 months to have them take us off mailing list they say *** take 3 months and 3 months later they send more info pages and pages I just want off there mailings thats all would never recommend them thankyou if you can help

  

  Business response

  04/12/2024

  Our VP of Marketing has sent communication to all marketing and call center leaders to remove this customer from any future communications, including mail, email, and phone.  This customer should not receive any more direct communication from Renewal by Andersen moving forward.  

  Customer response

  04/13/2024

   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.as long as they do not keep sending me info thankyou for your help *****************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Stop sending me emails about there products. I received over 40 emails per day. This is harassment. I only need to see it once to decide if I am interested.

  

  Business response

  03/21/2024

  We have reached out to the local affiliate and requested that they remove the customer's information if it is in their system. Please note that this can take anywhere from 3-4 weeks, and does not ************** neighborhood mailers. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 03/09/2024 we had a Renewal by ******** sales representative out to our house for a window replacement estimate. After an initial estimate of $67,000 we balked at the offer and the sales rep was able to get the cost down to $35,000. We reluctantly signed the contract and after a day reflecting on the actual cost, we decided to cancel. This is when the customer service at ********************** by ******** had ended. Despite numerous attempts to contact anyone other than the sales rep, no one has returned our calls or emails. We would like someone from the company to verify the contact has been cancelled and that the loan we had signed is terminated.

  

  Business response

  03/18/2024

  We have contacted the homeowner and emailed a confirmation of the cancellation. We will continue working with the homeowner until resolution is reached. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a double door and 3 sliding doors for our home. The double doors were installed wrong. Reported to Renewal by ******** sent a couple of technicians after NUMEROUS amount of phone calls because they do not call you back. Finally after getting a hold of them and the technicians came out they temporarily fixed fixed the door but within 2 weeks the door got worse. Again after NUMEROUS phone calls and 2 months later they sent a head technician and said they have to order another front door because the doors have warped. This was in November of ************************************** update on our doors. Left NUMEROUS messages with customer service and Manager ***************** but no phone call. We have a gap between our doors now so our heat is escaping and the doors get worse daily. We are reaching a year since we purchased these doors. This company does not care about their customers or honor their priorities to repairing what their contractors did. Communication is horrible.

  

  Business response

  03/18/2024

  We will be reaching out to the homeowner to provide an update and schedule service. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Renewal by ******** to replace windows in nearly our entire house. They did an excellent job and we were pleased. However, weeks after the installation, we experienced a severe hail storm and the "window wraps" were pitted. We filed a claim with our homeowners' insurance and they replaced our roof and repaired a car. ******** provided an estimate of repair but ************** questioned their total and asked for additional information. Nothing has happened since despite many emails to ********. My contact at Renewal by ******** has been ****************************** repair#A-4901837. I have a series of emails if that would be helpful. We also have a leaky window that they planned to repair when they fixed the window wraps.

  

  Business response

  03/12/2024

  We have provided the information requested and will continue to follow up with the homeowner and insurance company.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have called on 8-10-23 advised window not closing tight ,8-14-23 ***** came out and put weather strip on bottom of window, advised problem with lock. He it was ok. ******* turned colder and I called again on 11-21-23was transfered to a specialist who didn't didn't understand my problem so I asked for Supervisor. I was advised no supervisor was available and they would have one call me back with in 24 hours. Called back again on 11-29-23requested supervisor, was advised one would call me back on 11-30-23. No call back. Called back on 11-30-23 and was advised *** was working on getting a superviser out to check window.Called back on 12-5-23, 12-15-23, 12-19-23. Finally received call back to set up appointment on Jan 8,2024. Supervisor ********************* and ***** came out and put more caulking around window. Advised window still was not closing all the way down and I had to force lock even to lock window. was told it was ok. advised window was still not closing tight at bottom.I sent ********************* a text on Friday Jan. 26, 2024advising him still getting a draft. He sent me a text on Sunday, Jan 28,2024 stating he had been on vacation and would call me me back the next when he got to work, to schedule a return visit. I am still waiting on his call back as of 2-22-24.They guarantee satisfaction, I am not satisfied. I cannot sit in kitchen when it is cold and breezy. I want a new air tight windowwith lock I don't have to force to lock. Am I being treated like this because I am a senior citizen?

  

  Business response

  02/29/2024

  Hello, we will reach out to the customer to schedule a visit. 

  Customer response

  03/03/2024

   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. They did reach out to me and made appointment for March 19,2024 to come back out.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed a contract and entered into an installment loan for new windows from Andersen in February 2022. We were told by the salesperson that the loan would not use our home as collateral, because they would treat it as a personal loan - we had no debt and excellent credit. Two years later, we find out Andersen lied about that, and a lien is in place on our home. I then get told I need to pay another $100 fee just to get the lien removed after paying the loan off early.

  Customer response

  02/21/2024

   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.

  Hello, 

  Renewal by Andersen reached out to resolve my complaint. I received an apology and an agreement to pay a small fee that was incurred due to their actions. I would like to close my complaint please. Thank you, 

   

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

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased 4 windows for installation via order #********. Upon installation, I asked the installer about placing insulation back in the cinder block which as removed. He said he would once he measured and ensured fitting of trim work. I'm not sure if he did or not.I also noticed the gap between the windows and frame were 1/4" or larger. The person who measured said they design with 1/8" parameters.I also questioned some light after initial spray foam and was told it would be taken care of from the outside. Not sure if it was.After installation was completed, I noticed that one of trim boards were cracked. I also informed them that cold air was coming from the windows. I contacted the ** who handled the process who reached out the salesperson who then contacted me. He was supposed to find answers to a couple of questions and come out to check the work. No further communication was received.I purchased a FLIR to measure the temperatures and verified there was air coming in from the trim.During a cold snap in January, the windows were allowing more cold air. Looking closer, condensation was on the windows and there was actual ice on the bottom of the large picture window.All four of the newly installed windows showed condensation and ice while my other windows did not. I sent an email with pictures of the ice and moisture to the ** handling the installation. They are going to schedule someone to come out and check.I would like the windows replaced when the weather is warmer with new non-defective windows.

  

  Business response

  02/19/2024

  Thank you for remaining in contact with our team and providing essential feedback on your experience so far. A service appointment has been scheduled for a technician to come out on 2/29/24 via text message and we have a confirmation from you in reply on 2/15/24. We will repair everything we can on 2/15/24 and provide a punch list of next steps for any actions that need to be taken afterward as well. There may be items that require ordering that we will not be able to determine until that visit is completed. 

  Customer response

  02/19/2024

   I am rejecting this response because:

  The case cannot be closed until all the issues have been resolved.  It has taken quite some time to get a response on this issue and this is first confirmation I received that the date provided was confirmed.  I did not receive a response from the office when stating the date work and if everything will be resolved.   This it taking far too long to get resolved since issues were reported the week after the windows were installed.

  
  
  

  
  

  

  Business response

  02/20/2024

  We will continue reaching out to the customer for resolution.

  Customer response

  02/21/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  it is not satisfactory at this time as there are still issues that need to be addressed.  Another complaint will be opened if the issue is not rectified in full.

  Thanks

   

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my windows replaced in July of 2022, this air flow through the windows and as you can see in the picture ice inside my window

  

  Business response

  02/20/2024

  This complaint should be directed to the Renewal by Andersen retailer where the customer purchased their project not to *******************************************. 

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/12/2023Work to be completed Ordered 15 windows,2 patio doors, dog door 9/5-9/7/2023Work to be completed -15 windows, 2 patio doors, dog door installedWork done - 15 windows, 2 patio doors installed. 2 pieces of trim not done. (1 outdoor window trim incorrect size. 1 living room inside window trim incorrectly cut. No dog door delivered/installed .10/14/2023Work to be completed 2 trim pieces not installed on 9/5-9/7/2023 and dog door installed.Work done trim pieces not brought to job. Dog door installed.11/20/2023Work to be completed 2 trim pieces installed. Touch *** to windows and doors.Work done Trim piece for inside front window not brought to job. 2 trip pieces for the outdoor window sent by mistake. Outdoor window trim correctly installed. Touch up person cancelled because job was not completed. Permit still has to be signed off.CurrentlyStill waiting. I have talked with ******* (installation ***** at ********** ************ after each date with my concerns. This job was not complete prior to Thanksgiving and Christmas. I told ******* on the last conversation that ** having open heart surgery the end of January and need to get this all completed before then.I am a combat veteran (deployed to *********** and ****) and picked your company mainly because your windows are made in ********. I am concerned that you treat Veterans this way.

  

  Business response

  01/16/2024

  Good afternoon *******,
  
  This is ******************* and I am the Operations Manager here at Renewal by Andersen. I wanted to reach out to you personally to say thank you for trusting us with your home improvement project. We understand that you as a homeowner have many options out there and we are honored that you chose us. 
  We are 100% committed to providing all of our homeowners with ***************** and it is clear, after your conversation with my team, that we have failed to meet not only your expectations but our own and I apologize for that. I greatly appreciate that you spoke to ****** yesterday and that our team was able to come out as well to complete the services because it is our top priority to make sure we get it right for you and at the end of the day we want you to be delighted with your units. 
  If there is anything that I can do for you in the meantime or anytime please do not hesitate to reach out to me anytime. Have a wonderful afternoon. 
  
  With Hospitality, 
  
  ******************* - Operations Manager
  Renewal by Andersen- Orange County

  Customer response

  01/18/2024

   I am rejecting this response because: 

  I want monetary compensation for the repeated delays. The initial installation was in ********** ******* members were here 4 times before the job was complete. I believe that was excessive. and therefore I want monetary compensation.

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

  
  

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