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:02/20/2024

  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.

  Date contract was signed 7/28 Amount of contract $273,057.96 Amount paid $245,752.16 Business committed to installing high quality windows and doors that was not vinyl and not look like vinyl and custom built and whole window replacement. Received box framed window replacement. Actually window sizes were less than industry standards for box frame replacement. We have documentation of photos where windows are extremely to small for openings and are filled with spray foam and vinyl extenders to cover spray foam. The windows are so small that screws are barely attached to frame and spray foam basically have the windows in place. The finished product is less than promised. We were adamant about window not looking like a vinyl window. We have before and after pictures showing how the windows that were replaced were better quality than promised. We had asked for fiberglass windows due to wood grain finish and were assured that the windows they installed would be a better quality window. We were assured the new windows would not be detrimental to the appearance. This is a luxury home over $2,000,000 on a country club golf course. These windows have decreased the value. We are realtors and will have to disclose the material fact of the windows. We questioned the pricing. My husband owned a replacement window company and it looks like windows cost $500 to make and we were charged over $3000 EACH window and over $20,000 each for 5 doors. I am contacting the *** of renewal by ********. We were under the assumption these would be installed and quality of ********. We were also told the subs that installed thw windows never measured the windows. Please let me know if you need pictures.

  

  Business Response

  Date: 02/21/2024

  Good afternoon.  The project for the ****** household was sold, measured and installed to proper and agreed upon specifications.  Our install team called the office the last day onsite to let us know about the homeowners concerns.  Our Project Manager made a visit to the home the very next day to review and discuss concerns.  He inspected our work and showed the customer our window frame sizes, fitment within the home, etc.  Before a contract is signed that process is also duplicated during our sales appointments using a demonstration unit.  It was also reviewed that a 1/4-3/4" gap between the existing framing and the new window is normal in order to guarantee everything is level plumb and square.  Being level, plumb and square is a requirement of the manufacturer to ensure the products perform as they are intended to.  Our normal installation materials include using 2.5-3" screws to secure all materials to the structure of the home.  We also use spray foam to close all gaps which ensures an airtight seal.  We are happy to send the project manager back to the home to address any other issues if necessary. 

  Thank you,

  Renewal by Andersen of the Carolinas

• Initial Complaint

  Date:01/02/2024

  Type:Billing 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 September 2023, I had new windows installed which went very smoothly and I am completely satisfied with the product and installation services. My complaint is related to the extremely poor internal communication which lead Andersen to refer me (I say me, but they butchered my name...) to collections on December 13, 2023 for an alleged unpaid balance of $163.17. Note however, on November 20, 2023 I had already received a letter from Andersen stating that my balance was PAID in FULL, and they even included a REFUND check for $386.06 in OVERPAID fees. So, you can understand my confusion when confronted with the collections notice on December 13, 2023.A follow up call to Andersen's accounting department to resolve the matter was met with derision, condescension and dismissiveness (they really should record their calls for training purposes). Their position was that, yes, I overpaid the installation fee (due to an unexpected permit refund) but apparently underpaid some other fee, and they were not capable of reconciling the matter internally given the funds at hand, and instead opted to send the matter to collections, potentially damaging a valuable clients credit score. This failure of basic accounting principles is simply unacceptable and demonstrates a complete lack of critical thinking and customer care. No apology was offered and when prompted for such I was met with "...this is accounting, not customer service!". Obviously, I will pay whatever may be outstanding, but demand that Andersen make the necessary changes to correct any potentially damaging credit score issues.Buyer beware - Andersen's windows may be great but their accounting and customer service are atrocious. Remember, "...this is accounting, not customer service!"

  

  Business Response

  Date: 01/08/2024

  Good morning.  I am sorry to hear about your concerns and the confusion around your payments / credits.  Regardless of who our customers interact with we strive to deliver excellent customer service.  It sounds like you have connected with our Accounting Manager for clarification on the matter.  If you are still seeking details to your balance, you can call me directly at ******************. 

  Regards,

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

  Customer Answer

  Date: 01/08/2024

  Still no apology, but the issue has apparently been resolved.
  

• Initial Complaint

  Date:12/04/2023

  Type:Billing 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.

  My doors were completed, I was called about balanced, and an invoice letter was sent to me requesting balance. I went to my bank and had an over the counter check/ deduction from my account remitted to ********************** by Andersen of Columbia ****-A *************** Charlotte ** *****

  

  Business Response

  Date: 12/04/2023

  Thank you for your submission.  We are seeking final payment for the products installed at your home.  The address you listed is not our address and that *** be the problem.  Please VOID any checks you have sent out.  We have not received or deposited any of them.  You can make a payment online at *****************************; You can also resubmit a check to our Charlotte office at ************************ Charlotte, ** 28208.

  Please call ** with any questions. ***************

  Thank you,

  *********************;

• Initial Complaint

  Date:09/26/2023

  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.

  1/13/22 Window installation ( paid by check) .1/13/22 to 9/02/23 no bill, email , or phone stating money due.01/01/23 bill sent to collections per phone call 9/25/23.09/02/23 finally received a bill , and phone calls from collection agencies .09/18/23 I called ********, left message with a person, no response .09/25/23 another call from collection agency, I called ******** and was told **** was overdue and that I had asked that 10% was withheld until screen fixed , and she stated installer failed to get the 10% upon completion . I still have same phone number, email, and they know my address, but did they did not send a bill, just sent it to collection agency.

  

  Business Response

  Date: 09/27/2023

  ******************* appears to be in contact with our accounts receivable as of 9/25/2023.  It was noted that they are calling back with a payment method.  After products were installed, the final payment was short paid due to a missing screen.  That was notated on the install completion form attached.  All invoices are presented by our install teams at time of completion.  I have that attached and the revised invoice with the partial payment applied.  We apologize for any confusion and hope to remedy the situation over the next few days.        

  Customer Answer

  Date: 09/27/2023

   
  I am rejecting this response because:
  I need collection agents to quit calling, and my excellent credit to be returned. I will pay the money owed , but ******** needs to fix their poor accounting practices. Why not just send a bill via email,  or mail , or pick up phone and call me , not have a collection agent do it? How do they plan to fix these issues, please? 
  

  

  Business Response

  Date: 09/29/2023

  Your account has been removed from the collection process.  Thank you for working with our accounting team to resolve the outstanding balance. 

  Customer Answer

  Date: 09/29/2023

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

• Initial Complaint

  Date:08/21/2023

  Type:Billing 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.

  The salesman misquoted our windows and we were told after they ran our credit and were paid. They expect us to pay the difference even though they admitted it was their fault. Horrible salesman, horrible customer service and horrible and dishonest company.

  

  Business Response

  Date: 08/29/2023

  Good afternoon.  Your order was cancelled on 8/18 after you spoke with our sales manager.  The original contract signed on 7/25 included 10 windows.  At your measure appointment on 8/2 two additional windows were requested to be added.  This did increase the contract amount and we accepted your request to cancel the agreement after speaking with our manager.  Your order is closed and no money was paid.  You can close the credit line that was opened to fund this project by calling GreenSky directly.  If you do not close the account it will expire. 

  Thank you,

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

  Customer Answer

  Date: 08/30/2023

   
  I am rejecting this response because:  At the appointment to have the windows measured, it was found that the salesman - admittedly- left off 2 windows. We originally ordered 12 windows, again the salesman admittedly stated it was his fault he misquoted. He forgot to put x2 for two windows. We reached out multiple times for a resolution and when they stated they couldnt do anything about the admitted fault of the salesman, we canceled the whole order. I do not appreciate the company stating it was our fault and we added windows. That is not the case at all. 
  
  

  

  Business Response

  Date: 08/31/2023

  A mistake was made and that was pointed out at the measure appointment.  The purpose of the measure appointment is for the project manager review all details of the order with each customer prior to ordering. 

  Again, we are sorry for the mix up.  I am willing to discount the additional two windows by $500 each if that helps.

  You can call me directly at ****************** 

  Thank you,

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

• Initial Complaint

  Date:07/24/2023

  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.

  It turns out that Renewal by Andersen of the Carolinas windows are not custom made, as promised. The new windows are smaller than the original, and plastic or vinyl fill in material has been used to make windows look as if it actually fits the space. I contacted sales rep, immediately, informing him of my disappointment and my desire to file a formal complaint. To date, no one from company has reached out to me..

  

  Business Response

  Date: 07/24/2023

  Good afternoon, 

  All of Renewal by Andersen windows are customer made to fit our customers' homes.  Every window is made of Renewal by Andersen's exclusive product Fibrex.  That material allows our windows to be durable, reliable, energy efficient and beautiful.  The construction materials used to help install our windows are sourced from 3rd party manufacturers.  That includes trim (interior and exterior), caulk, foam, screws.  All of these products are tested to meet our installation standards.  Our office did reach out regarding concerns about the window grilles.  An appointment was scheduled for 7/26 with the project manager ********************  That was done on 7/18 when our office spoke with ******************  We will have him review all concerns with the installation materials used to install your windows on 7/26. 

  Regards,

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

  Customer Answer

  Date: 08/16/2023

   
  I am rejecting this response because:

  My journey with Renewal by Andersen began after viewing one of their seemingly genuine TV commercials.  The ads stated that Renewal by Andersen's windows are custom made to precisely fit windows being replaced.  After completion, and upon examination, I discovered that the newly installed windows were not even approximately close to the actual size of my original windows.  A full inch on either side of each window was missing, replaced with plastic filling and caulking on both sides.  Each window is as much as 2 1/2 inches smaller than the original windows.  The discrepancy in size of windows is clearly recognizable (close up and from a distance).  Their attempt to mask the deception, using plastic fillers and caulking around the small windows, didn't hide the fact that smaller, stock size, windows were used to replace original windows.  Until then, thank you for your time, and kindly let me know if you require anything further from me, *************************

   

   

  
  

  

  Business Response

  Date: 08/18/2023

  Renewal by Andersen windows are custom made for every home based off of the dimensions of windows that are being replaced.  Every window is made of Renewal by Andersen's exclusive product Fibrex.  That material allows our windows to be durable, reliable, energy efficient and beautiful.  The construction materials used to help install our windows are sourced from 3rd party manufacturers. Spacing is required to properly place each window level, plum and square in the opening.  That ensures proper function of the window and allows for insulation to eliminate environmental issues on the inside of the home.  We are more than happy to send a service technician out to show why the windows are installed the way they are if that would be helpful.  ***************** can call me directly to schedule this. 

  Thank you,

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

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

  Customer Answer

  Date: 10/25/2023

   
  I am rejecting this response because:

  My name is ************************* and this note is in reference to my complaint #20360974 against Renewal by Andersen, filed on July 23, 2023.  *********** sent a representative to my home, on October 17, 2023, to address my strong objection to the outcome of windows installed at my residence.  ******* informed me, in industrial terms, his rationalizations for why new windows are exceptionally smaller than promised in their ads.  My complaint still stands.  Renewal by Andersen constantly promotes in their ads that their windows specifically and precisely match replaced windows. I am very dissatisfied and unhappy with the windows in place.  Also, customer service has been abhorrent. My order included outside grids which the company, since installment of windows, in July, have never installed.  Under these circumstances, I request that the standing contract be declared null and void.  The replacement windows are too small and they are unsightly, due to excessive use of plastic filling used to mask lost space, because replacement windows are so small. 

  Thank you, *************************

   

  
  

  

  Business Response

  Date: 10/26/2023

  Our project manager confirmed that the windows ordered and installed were the correct sizing for the home. Windows can only be as big as the existing framing will allow.  Each home requires custom sizing due to that.  The missing grilles were also identified by our visit.  All part information was sent to my service department promptly after the visit.  We have ordered the parts needed.  We will be communicating shortly with an eta so we can schedule a service technician to install the grilles.    

  Customer Answer

  Date: 10/30/2023

   
  I am rejecting this response because:
  

  1/8 of an inch smaller windows would be understandable, however newly installed Renewal by Andersen windows are as much as a full 2 1/2 inches smaller than original windows.  The windows are not custom, as claimed.  In addition, Renewal by Andersen failed to place grids on windows, as contract specified,in July, and customer service did not follow up with me about status of grids until October, only after my complaint, about size of windows, was submitted to BBB,. Because Renewal by Andersen neglected to install grids on windows, at time of installation or in a timely manner, I no longer desire the grids.  For these reasons, I request a new contract without grids, and, also, a contract with itemization, detailing the cost  of every item. Thank you, ********************************

  
  

  Customer Answer

  Date: 10/30/2023

   
  I am rejecting this response because:

   

  Date Sent: 10/30/2023 12:05:05 PM
  

   
  I am rejecting this response because:
  

  1/8 of an inch smaller windows would be understandable, however newly installed Renewal by Andersen windows are as much as a full 2 1/2 inches smaller than original windows.  The windows are not custom, as claimed.  In addition, Renewal by Andersen failed to place grids on windows, as contract specified,in July, and customer service did not follow up with me about status of grids until October, only after my complaint, about size of windows, was submitted to BBB,. Because Renewal by Andersen neglected to install grids on windows, at time of installation or in a timely manner, I no longer desire the grids.  For these reasons, I request a new contract without grids, and, also, a contract with itemization, detailing the cost  of every item. Thank you, ********************************

   

  
  

  

  Business Response

  Date: 11/01/2023

  We are sorry to hear about your disappointment and will continue to work towards resolution.  We are willing to send another Renewal by Andersen out to inspect the sizing of your custom sized windows to hopefully clarify your concerns.  The exterior grilles have all been ordered and will be arriving in about 4 weeks.  Modifying the window to remove grilles will require new sashes to be ordered.  That will be at an additional cost, and we can explore what that would look like if you would like.  I will have the office call you this week to schedule a service technician to come onsite.      

• Initial Complaint

  Date:06/15/2023

  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.

  On 12-14-22 *************************** came to discuss replacing a bay window. He did measurements for one. We decided to have renewal by Andersen replace the window picking out the type along with everything that is asked. On completion we were told it would be ordered, built and delivered in April. It is now June 14th without a window. Contacted his office number the first week of April to see if delivery of the window would interfere with these dates: April 13th-16th because we were planning a trip to the beach during that time. I had to leave a message, he did not return my call but sent an email saying he would get back with me. Not . Last week I called again, spoke to customer service. I was told my call would be passed on to the manager in that department. No one has called, they have 1/2 if cost from loan *** Need answers or money refunded back to loan *** and loan and order cancelled.

  

  Business Response

  Date: 06/22/2023

  Good morning.  Our company has made several attempts to contact *************** about the status of her job.  That includes are office and sales managers via phone and text.  Since we are unable to connect with her we are going to cancel her order which will refund all money back to the financing company she elected to use.  There are no penalties or fees for this.  If she wants to reinstate her order we just need her to call our office to speak with the sales manager that has been trying to connect with her.  ***************.  Please ask for **************************** 

  Regards,

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

• Initial Complaint

  Date:10/14/2022

  Type:Order 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.

  When we were going through the Contract, Salesman ********************* told me that I have right to cancel the contract, HE DID NOT PROVIDE ME THE DOCUMENT. I did not know the date to cancel. Since I did not have the document, I stopped payment of the check and called on October 11, 2022 and cancelled follow up visit by a qualified measurement ( which was on On October 13, 2022.)On October 11, 2022 at 10.54PM, Mr. ********************* emailed me with an attachment of the Contract signed on October 03, 2022.I WANT TO CANCEL THE CONTRACT DATED OCTOBEE 3, 2022

  

  Business Response

  Date: 10/14/2022

  **************, we are happy to honor your request for cancellation. 

  Best regards, 

  Renewal by Andersen 

  Customer Answer

  Date: 10/17/2022

   
  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,
  
  Ram Bhatt