ComplaintsforRenewal by Andersen

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All of the windows and doors in my home were replaced by Renewal By Anderson. The interior window frames are breaking down. This includes windows that don't open by design, like the big picture window in the foyer that can only be accessed by a 2-story ladder. I reported the problem late October. A team of two came out to the house on November 6th to assess the damage and take pictures. Their report was sent to the factory. I followed up on the status on December 7th. The status was still pending a response from the factory. I followed up again on December 15th. The status was that the repair was rejected. I asked for an explanation regarding determination that this was not a window failure and what their expectations are for window maintenance. When the windows and doors were installed, there were no instructions given to me, the homeowner, for window maintenance.

  

  Business response

  01/05/2024

  The damage to the interior wood surface of the sashes is most likely caused by excessive condensation in the home.  Unfortunately, when moisture builds up on the interior of the sash frames the finish will eventually break down and the wood will be exposed to moisture and damage to the wood will occur.  The windows were installed in December 2018. As seen in the pictures attached the deterioration appears to have been progressing for some time.  If action would have been taken when the first signs of the finish damage was observed the sashes could have been resealed to prevent future damage.  The warranty, see attached, states "Failure to properly seal and maintain the exposed wood portions and veneer of a product accordance with Renewal by Andersen painting and staining guidelines" is not covered by this Limited Warranty.

  Customer response

  01/11/2024

  I am rejecting this response because:   in addition to the damage of the wood that was sealed, (1) one of the windows in the dining room will not close.  I need to go outside and push on the window to get it to close.  (2) the wood on one of the windows in the master bedroom pulled away.  The man who visited my home took pictures of these conditions.
  
  Regards,
  
  ***** ********

  

  Business response

  01/25/2024

  Any wood product whether it is a window, siding, picnic table, etc. that is exposed to sunlight, and/or moisture will require maintenance at some point in time. The deterioration to  the window sashes in question did not happen overnight,  With regard to the window that won't close I have service reaching out to resolve what I understand is a hardware issue that should be easily resolved.  

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had windows in stalled early 2020. We have an issues with our windows this winter where ice was forming up on the inside of the house. We have called several times over the to get a technician out to look at he windows. All we get when we call back is we will resubmit the ticket.

  

  Business response

  03/09/2023

  I'm so sorry you are having problems with condensation.  We do not have a record of a call to our office or in your file except for a service back in 2020.  I'm not sure if you contacted our call center or possibly a different Renewal office but my service manager will be reaching out to you to schedule service today.  Please feel free to contact me directly in the future.  My contact information is below.

  Steve A********

  GM, RbA of Columbus

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

   

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a front door by RbA on 05-25-21. After delays, it was installed on 08-27-21. There were some issues (gap at bottom of screen door, hole in screen door, scratches, dings, and torn weather-strip) that I communicated to the man who sold me the door, Edward P***** after the installation. The next day, the door handle and lock came off. I reported this, as well as forwarded images to him on 08-29-21. Edward was very responsive, apologized, and said he escalated the issue. Edward said if I didn't hear back from anyone, to reach out again, which I had to do. Eventually, a technician, James Mills came out on 09-07-21, and said he got the information needed to order parts. This was the last time progress was made. In short: Over the past year, I have contacted various staff of the company at least a dozen times for an update or resolution. On each occasion, if I received a response at all, it was to advise me they were "looking into it", or the situation was escalated. The showroom is closed due to Covid. I've even called their corporate office. To date (06-22-22) my door still does not function, and no one will return my messages. I can provide documentation of these efforts. I am being charged $5,294 (roughly $6,200 with interest) in a few days for a defective door. This is very expensive for me, but I thought the price tag was worth it because what I was actually paying for was peace of mind. This is my first home, and I've had many troubles. I wanted to have one thing I could look at, know was done right, and that I wouldn't need to worry about. I was under the impression that this is what I would get. The worst part of this experience is not just having a dysfunctional front door, but that I feel foolish for spending so much on it. This is a decision I deeply regret. I wish I had kept my old door, because it was, at the very least, functional.. I'm exhausted, disheartened, and feel taken advantage of. *******************************************

  

  Business response

  06/30/2022

  Our Provia representative visited with you  (Ms. *****) Wednesday 6/29 and ordered replacement parts.  As soon as the parts arrive I will have service install them.  I am sorry it took so long to resolve the issues.  I will visit with you once the replacement parts are installed to make sure everything is completed to your satisfaction and discuss a credit for the delay.

  Thanks for taking the time to meet with us,

  
  Steve A********
  *** *** ** ******** *************************** ************

   

   

   

   

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/22/2020 entered into contract with Renewal by Andersen to replace windows for a total of $38,615. In November of 2020 installation of windows was completed. In May of 2021 contacted Renewal by Andersen as clips on exterior window screens were broken. Service technicians came to my house and found that clips were broken on most screens an either needed replaced or, new screens installed. December of 2021 I called Renewal by Andersen as I had not heard about service request. Left voice message with Carrigen T***** (******* *******), never received a reply. April of 2022 went to Renewal by Andersen’s office on Sawmill Road and spoke to Shannon D***** (********** *********), was told that items were on delivery truck due in on 4/22/2022. On 5/22/2022 called Shannon D***** and was told she would have Carrigen T***** return my call. Was never contacted. On 6/10/2022 called Renewal by Andersen and was forwarded to Carrigen T*****, left voice mail. As of this date have not had any response from any representative of this company as to the status to replace broken clips on exterior screens inspected in April 2021.

  

  Business response

  06/30/2022

  First let me apologize for not getting back to you in a timely manner.  The supply chain disruptions have put extraordinary pressure on the service department and there have been times when issues have not been addressed in a timely manner.  I understand that you were contacted earlier this week to set up service.  After specking with service I advised them to go ahead and replace the screens instead of trying to repair them.  Carrigen will be contacting you to complete the replacement.  

  Steve A********

  
  

• Initial Complaint

  11/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I first contacted them in June or July of this year (2021) about replacing one of my bedroom windows. Following measuring in July and my providing a check totaling 50% (deposit to begin window build/installation), I had had at least three telephone communications regarding installation dates in October of this year. They called and cancelled and rescheduled window install for October 21. They called and cancelled that date and rescheduled for November 3. When speaking with a representative on or about October 27th, I was informed that the window was on "Back-Order". That's when I thought about it and visited their store on Sawmill rd, and was told different stories after I told them I wanted my money back. They also told me I couldn't get my money back. I contacted the BBB and went from there. I visited the store once again on November 4 with my son, who asked to see paperwork with a live signature about anything I agreed to. They presented 3 or 4 copies and my son noted two exact signatures. I only signed my name once and it was in person at my home. They were very combative and rude. They were raising their voices at us and two employees even yelled at us. The sales manager, **** ******* even threatened my son by repeatedly stating to him "I have the right to drag you out of here". They called the police because we wouldn't leave without our questions being answered and/or a full refund. After the officer showed and heard the situation, he recommended we go ahead and leave since they (Renewal by Andersen) employees were not going to cooperate. I just don't like being lied to and made to feel as though I've been taken by a crooked business. This has absolutely been the single worse experience in my life with any business. Of course it goes without saying that I still don't have a refund. PS: Page 5 of the documents stipulates the terms of cancellation. A place for me to sign and date is there, but of course nothing. The only paper I signed the the Buyer Acknowlede

  

  Business response

  12/06/2021

  Ms. ****** signed her agreement digitally on an Ipad that required her to sign one time.  The documents, What to Expect, Terms and Conditions of Sale, auto populate her signature after she reviews them and checks the OK box.  Similar to a Docusign contract.

  Ms. ****** was scheduled for install but unfortunately her window was put on back order.  Ms. ****** stopped in the showroom to cancel and I explained that the window was made and packaged, it was pushed to the next delivery because the truck was too full.

  I explained that the window was a custom size and was not something we could put back on the shelf.  She agreed to have the window installed if it showed up the following week.  The window did in fact show up the next week and my install manager had her tentatively scheduled and had her on the call list when she arrived at the showroom with her son.  They were insisting we needed to refund her deposit even though we showed her a picture of the window in the warehouse.  The staff did have to call the police to ask the ******'s to leave the showroom as they were refusing to be reasonable and leave the showroom.  I was able to watch the much of the interaction and add input via surveillance video.  No one ever threatened the ******'s.  We have tried to makearrangements to install the window but have been unsuccessful.

  Customer response

  12/13/2021

  No window was manufactured or shipped. We were lied to and strung along.  No window and no refund to us.The day we confronted them they admitted no window was ever manufactured, it was on "back order".  They were pretending there was a window. I did not see this, have been busy withh other problems. No refund No window.
  

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had new windows and doors installed by Renewal by Anderson. Oct 5 6 and 7th. Next day I called my contact and texted ***** *******. (He sold me the windows) I explained caulk on window. One window squeaks and other problems . Trim I needed to show him. So the oct 8 is Friday so he said they where wrapping up week. They would call me soon. Monday nothing. Tuesday nothing on oct 13 ****** tells me they can schedule service call on the 21 st of oct. tech shows up and asks my son if his company did this work. Because he couldnt believe how bad it was. He goes outside and calls company. Told my son to much work for him. He did fix squeaky window. Now it’s oct 22 and *****’s sends email how hard he and ******* are working on situation. Then on oct 25. I get a text that *** and ***** are working on it . ***** is lead and out of town for a week. When he returns next week he can schedule something. My renter has not been able to put her curtains back up yet. I just want this run around to stop. Public can no longer call local number. We get headquarters out west

  

  Business response

  11/16/2021

  Resolution Desk,
  
  We have an appointment set this Thursday 11/18 with Ms. ******** to review issues and complete the installation.  The patio door screens have arrived and will be installed Thursday.
  
  I will follow up when all issues are resolved.
  
   
  
  Thanks,
  
  Steve
  
   
  
  Steve Armstrong
  
  GM, RbA of Columbus
  
  [email protected]
  
  614-602-8100
  

*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. ↩