ComplaintsforRenewal by Andersen, LLC

• Initial Complaint

  06/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought windows many years ago from Renewal by Anderson. I have two crank out windows that don’t open and are in a bedroom. Since they are in a bedroom it is a fire hazard. I have attempted 7-10 times by leaving messages for a manager to call me. I want to discuss their $130.00 trip fee with a manager and they will not call me back.

  

  Business response

  06/09/2021

  Jason-

   

  Anthony Stanert (TJ) will be reaching out to you today to discuss the trip fee. Ultimately, your product is our of warranty, so there is a trip fee associated with the service.

   

  Thx

   

  Mitch *******

• Initial Complaint

  06/07/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I keep getting spam from theses people. The unsubscribe doesn’t work and I never signed up for the list. After quickly checking it seems I’m not the only one.

  

  Business response

  06/08/2021

  We apologize for the emails and have removed [email protected] from our email process and 3181 de la gare Vaudreuil, QC J7v0p7 CAN from our mailing and advertising list.  It may take 7-10 days to be fully unsubscribed.
  

  Again, we apologize for the inconvenience.
  
  Respectfully,
  Jason *****
  Homeowner Resolution Specialist

  Customer response

  06/08/2021

   I am rejecting this response because:
  
  
  That's what was told to me last time. Did you mean until you buy another spam list with my address on it?

  If you are true, then thank you; however, my experience with your company's spam lists shows otherwise.

   

  J
  

  

  Business response

  06/09/2021

  Thank you for your response.  I have double checked and confirmed that your contact info has been completely removed from our company's marketing processes.

   

  Regards,

   

  Jason *****

  Homeowner Resolution Specialist

  Renewal by Andersen, LLC

  Customer response

  06/09/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15532823, and find that this resolution is satisfactory to me.

• Initial Complaint

  06/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had issues with my Renewal by Anderson windows for the many years since they were installed. I have been trying to rectify these issues for years. On windy nights I am unable to sleep because of the whistling air streaming through the windows. The windows also move in and out in the wind. Air can be felt coming through--a waste of energy and oil. Two months ago a service supervisor, Bob, came out to assess the issue. Bob discovered that nine of the windows had major problems that need to be addressed. Scott, the service manager, will not call me as promised and will not respond to by phone messages. I have called six times since Bob's visit only to be told that yes, they need to schedule an appointment, but they don't. I am at my wit's end. Each time I call I have to wait and wait for them to look up my account and review this long nightmare. In the meantime they put me on hold with a recording of how wonderful these windows are and can state 120 mph winds!!

  

  Business response

  07/12/2021

  Good evening, 

  This customer's contract is with our affiliate location Southern New England Windows, LLC.  We have reached out to their location and they have informed us this matter has been resolved with the customer.  If additional service is required, please reach back out to the Southern New Englad team at (401)228-9800.  

   

  Respectfully, 

  Erin ****

  Homeowner Resolution Specialist

  Customer response

  07/16/2021

   I am rejecting this response because:
  

  Their response is that they want nearly $5,000 to fix my problem!!!!!!!!
  
  

  

  Business response

  07/27/2021

  Good afternoon,

  Ms. ******** has acknowledged her windows are out of warranty.  The affiliate location, Southern New England Windows, LLC agreed to go back to the residence at the homeowner's request to provide a quote.  Ms. Williams' quote of $5,000 has been provided to her by the retailer for her out of warranty product.  

  Respectfully, 

  Erin ****

  Homeowner Resolution Specialist

• Initial Complaint

  05/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased windows on 5/12/2020 from Renewal by Anderson, for the amount of $46,673. The amount has been paid in full. The amount included install of windows and all painting of trim work to match existing trim. Windows were installed the week of July 20th, 2020. We are still working with the company to complete the paint work that was done at substandard level. We have had repeated issues with the windows that were installed needing to get replaced. We are still working with company to be large entryway window that rattles. Someone at the company has been at our house no less than 10 times in the year and the project is still not completed.

  

  Business response

  05/31/2021

  Janeen-

   

  I am sorry your project is still not completed. I have followed up with our service supervisor (Dave Faddler) and asked him to reach out to you this week to see what remaining work still needs to be completed. I do see we have one of our stainers scheduled to complete some work on Tuesday 6/1.

   

  Thx

   

  Mitch *******

  Customer response

  06/05/2021

   I am rejecting this response because: They simple stated the were unable to correct the issue with the window.  When asked to speak with someone in corporate, it took many phone calls for Dave Faddler to produce those numbers.  Then I was directed to their customer service dept of Jason Groen who told me he would send me information back to Scott and see if we could work something out as the window grids were within spec and were suppose to rattle.  I stated then the wrong window was sold to me--as my 20+ year old windows that Renewal replaced never rattled in the 20+ years we have lived here.   So again we are back where we started with one dept sending us to a different dept which will send us to another department.  I find it extremely odd that there is not any name or numbers listed on any website in order to contact any department other than the sales dept.  We again are in a waiting zone for someone to get back to us again.  For the record we had been working with Dave Faddler since Sept/Oct of 2020 and we were having a hard time getting things done or getting any follow through. so we were switched to Scott, who I guess works under Dave.  Then when we contacted the BBB, Dave finally reached out to us again to see if he can get things worked out.  It has been terribly frustrating
  
  
  

  

  Business response

  06/10/2021

  Janeen-

   

  It was nice speaking with you yesterday. Again I am sorry for the disappointing experience so far and hope we can work together to get this issue resolved for you. To summarize our conversation from yesterday. We plan on replacing the single specialty window that is currently installed in your house and go back to 2 windows, a picture window underneath a specialty window with the same grille style and pattern. RBA will need to send a project manager back out to the home to remeasure the opening. I am currently working on trying to find some pictures of what this would look like with and without grille bumpers. This will also all be done free of charge to you, but will require you to sign a release form stating there may still be some grille rattle.

  I will be in touch early next week.

   

  Mitch *******

  Operations Manager III

  Renewal by Andersen

• Initial Complaint

  05/24/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We ordered windows which were installed in October 2020. We originally ordered wood interior to be stained. Allen, who measured our windows told us to save money we could get just get the regular interior and paint them. So we agreed. When the installer was finished I commented how the color did not look like what I picked, but I would be painting them. He informed me that we couldn't, it would void the warranty. I called the very next day and was told by two separate employees that painting was a bad idea. I emailed Allen, the measure guy and he then went on to explain what I had been told and he said you could paint with a lot of prep and hard work. He never said that originally, we would have never changed our order. I have emailed, sent certified letters, even said we would work with them. I haven't received a response from anyone except the loan company. They understood my anger and frustration. I have informed both companies that we are refusing payment. We want new windows!

  

  Business response

  05/26/2021

  Our affiliate location in Greater Michigan has been in contact with the homeowner and is working with the homeowner on a resolution currently.  If additional service is required, please reach back out to the Greater Michigan team at 888-467-5782. 

  Respectfully, 

  Erin ****

  Homeowner Resolution Specialist

  Renewal by Andersen, LLC

  Customer response

  06/02/2021

   I am rejecting this response because: I received a phone call from Joe ******  He said they had no records of my complaints to them.  I emailed him a few things.  We discussed the situation and he offered me two options.  I said I would call him back with our decision.  I have, no response back. I called their main number and spoke with a Danielle, she said she would shoot him an email to call me. Still haven't heard back.  So until this is straightened out, I will not accept their business response. Same old runaround I got from them before.  So sad.

  Michele ***********
  
  

  

  Business response

  06/16/2021

  Good morning, 

  This customers contract is with our affiliate Greater Michigan, Windows LLC.  We have reached out to their location and they informed us they reached an agreement approximately 6/3/2021.  If additional service is required, please reach back out to the Greater Michigan team at Windows LLC at (203) 274-8950.  

  Respectfully, 

  Erin ****

  Homeowner Resolution

  Customer response

  06/16/2021

   Better Business Bureau:
  
  I have accepted the offer made by the business in reference to complaint ID 15496044, and find that this resolution is satisfactory to me.

  Thank you.

  Sincerely,

  Michele L. ***********
  

*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. ↩