ComplaintsforRenewal by Andersen of Northwest OH

• Initial Complaint

  02/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The wife and I purchased windows from this company and had them installed in February 2023. The cost has just over $32,000. The sales person stated the windows were energy star rated but it turned out that at least two of the windows were not rated for NW ohio and one of those was not even rated for all of Ohio. I contacted them several times about this issue. They finally told me two stories: one was that they no longer sell their windows as energy star rated, that they could not keep up with the changes in the standards about to qualify as energy star windows; then on October 24,2023 at 1110 hrs - they stated their windows were better than energy star rated windows - I asked how and they stated they would get the information to me.- still waiting - now this conversation was witnessed by a friend and after that we talked about how can they be better and not qualify. They did call in January and said they had the information and sent it to me-- texted him the next day and said I did not recveive any information from them --- I then text him my email address and STILL have not received any information on HOW these are better. Next problem - poor / faulty assembly of the windows - an employee came out 10/24/2023 concerning another issue I had with the windows: one the glider window would rattle when shaken, The emp[loyee stated that was common - how can a window that rattles be acceptable. the other problem was with the casement windows, the hinges / mechanics of the window are just painted steel and were stating to rust - just after 6 months. He looked at them and stated they were drilled incorrectly / at an angle and the screws holding mechanism to the windows were at an angle and not properly seated causing the screws to rub against the painted steel resulting in them rusting. He stated the window would have to be removed, holes sealed and then redrilled - four months ago and still have not heard when they will schedule to come out. Third problem:

  Customer response

  02/28/2024

  [BBB Transcription via Email]

  The two photos I put in my initial complaint were for the insulation problems I have with the windows.  I just did not have enough space to include all the problems I am having with Anderson Renewal windows.  The pictures show a wooden ruler going in along the window over 1 1/2 inches which should have been filled with insulation.  When I complained to them about this they said there was not enough room to spray insulation in there.  Well the hose they use is the size of a plastic straw and if a ruler can fit in there a plastic hose could.  They did not want to have to replace all the aluminum flashing on all the windows. 
  
  They advertise their windows as energy efficient - ok here are the numbers - high/low temps -- January 2023 average 39.483/28.548 with the combined average of 34.016 degrees Fahrenheit.  January 2024 average 32.129/22.967 with the combined average of 27.548 degrees Fahrenheit.  A difference of 6.5 degrees colder in 2024 over 2023 which comes to less than 20% lower temperature but why did I have a 130% increase in propane usage with house being kept at the same temp as the previous year.  In January 2023 I used 100 gallons of propane but in 2024 I used over 230 gallons of propane.  I would have been better keeping the old windows,  which leads to the next problem.  Their windows, stated by the sales rep to be energy star rated were not - atleast not the two windows stickers I was able to save before they tore them off - see photo.
  
  Large window in the bedroom was not only installed wrong but also built wrong (that part was per an employee).  As you can see by the picture the window does not sit level and has caused cracks to form in the walls ( see photos).  IMHO, the windows were not properly shimmed.  The other problem with this window was that it was assembled wrong (again per employee) as the hoses drilled to hold the hinges/operating arms were drilled at an angle.  This resulted in the screws not sitting flush and causing the paint to be removed from on of the arms and now rusting.  This was reported to Anderson 6 months after installation and they still have not contacted me about fixing this.  I also noticed the same problem on other casement windows.  The employee that stated the problem stated they would have to remove the window, seal the hole and then redrill it straight.  My problem with this is, oncwe you have a hole at an angle and then redrill it straight, you make the hole bigger resulting in slop/ loose screws. 
  
  Other problems I have had since installation and addressed but not to my satisfaction:
  
  1 - window not installed correctly causing wind drafts in the house.  Have shot video of this using incense sticks to show the smoke.  came out two weeks latter and used a hammer to pound the window in the rest of the way.  Basically poor supervision as this should have been seen by one of the supervisors.
  
  2 - window lock handle fell off first time I used it as locking mechanism was faulty.  The was another casement window with a similar problem but not quit broken yet.  When the came out to replace the broken one they were able to pry out the piece that locks the handle in place.  Again this should have been caught before they left after installation.  Heck they should have caught this even befvore they came out to install the windows.
  
  3 - some of the windows even did not have aluminum window trim installed.  After I complained the first time about insulation issue, the supervisor on scene spotted that issue.  Again, should have been spotted at installation.
  
  4 - I will try and email a picture of this - you can see daylight between the window and the rough opening because of the lack / poor job in using insulation.  Was taken with phone and do not know if I can get it onto my computor.  The same with videos I took of the problems

  

  Business response

  03/11/2024

  We have a meeting set up with *** ******** for 3/12/2024 to address the issues.  When we were last out on November 4, 2023, we thought we were completed with this job.  We will look at address any installation issues in a timely manner and bring him to satisfaction with this project.  

  Customer response

  03/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: The issues have not yet been resolved.  Their reop - *** - did come out and look at the problems that were identified earlier by another employee.  He agreed with that persons assessment.  He did state they will fix the problem, but it will take up to 6 weeks to get the parts needed.  Concerning the insulation problem, he thought it was taken care of back in November.  I informed him they were not - the crew sent out stated there was nothing they could do, but I strongly disagree as you can see from the pictures sent.  Windows should be insulated from the outside to prevent cold air from coming in.  Even *** looked at the pictures but thought they fixed the problem.  Concerning the third issue of energy star ratings he did bring out information concerning the windows, but the information provided was over 8 years old.  I do not know if that info is still correct.  I am waiting on a response from *** on that.  I would like to keep this open until all issues have been fixed.  Thank you very much. 

  
  Sincerely,
  
  *** ********

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had 6 windows replaced with 1 window with a screen installed with a hole in it. Another window with no screen sent. It's been 8 weeks with no screens.

  Customer response

  08/24/2023

  Location of windows are located in 2 bedrooms of my house

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

  Purchase Date:*********

   

  Customer response

  08/24/2023

  The address I have for Renewal by Anderson is:

  Renewal by Anderson of Northwest Ohio  ************

  Customer response

  08/24/2023

  I purchased the windows directly from Renewal by Anderson

  

  Business response

  09/06/2023

  This issue has been resolved.  The screens were delayed and are now installed.  Our customer experience manager reached out on 9/5/23 to the customer and they are satisfied with the resolution.  

  Customer response

  09/06/2023

  
  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,
  
  **** **********

• Initial Complaint

  05/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #: ******** Contract Date: 8/31/2022 Total Amount Paid: $40,845 Service to be provided: 21 new window units to be installed Date of original install: 12/19/22 - 12/21/22 Complaint: To date, nearly 5 months after the original install date, the work has still not been completed. One (1) window sash on the ground floor was installed incorrectly and does not function properly. One (1) window latch was damaged during installation and has not been replaced. These are ongoing issues in addition to issues that have been addressed, those being: One (1) screen on ground floor window not received/installed during original install, one (1) screen on ground floor being damaged during original install, one (1) window on ground floor being damaged/cracked during original install, one (1) third floor window being manufactured/installed incorrectly during original install, and one (1) exterior seal was not completed on ground floor window. We have been in contact with the company since the original install, with 3 separate in-home visits occurring. Despite this, the work has still not been completed and the company has offered no compensation of any kind for their negligence.

  

  Business response

  06/02/2023

  In early May a service call was made to their house to address the caulk, one of the locks, and 2 of the screens.  At that meeting, it was brought to our attention there were more issues that needed to be addressed.  We are waiting on parts and would like to make sure we have everything to complete this project as soon as possible.  We have reached out to both ***** ****** and ****** ********* multiple times and have not heard back.  We are expecting parts on a truck coming 6/21/2023 and will look to schedule the service asap.  
  
  We would like to set a time for a manager to come do a brief meeting to make sure we can totally complete the job and bring the customer to a point of satisfaction.  They can call us at ************ or send us an email at *****************.  We look forward to a positive resolution.  

• Initial Complaint

  07/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This problem occurred while I was residing at **** ******* *****, ******* **  *****. -On April 17, 2021 I ordered 4 patio doors. On May 17, 2021 during a requested visit from salesman to order a matching front storm door I heard the initial quote for the door and remember that it was many thousands of dollars. While he was writing up the order, I decided to replace all of the windows in the house to match which resulted in blended bill.. - A variety of events occurred during 21/22 and I learned that I was not being told the truth. A number of visits with incorrect product. Destruction of personal property which was reported at the time it was uncovered and assurances made with regularity that parts were in vehicle and would be fixe. -Springtime I finally cancelled storm door order as I had stated I had wanted it for the winter months to help with energy costs. Because of the long delay I was told, following a meeting to discuss this, that I would not be charged for the door but they would install it anyway. I thanked them but said I was unwilling to accept anything that I had not paid for and just wanted it cancelled. I was told they agreed to this. -About a month later I found a house that I bought. I placed my house on ******* on the market with the understanding that the doors that were defective would be replaced and the love seat would be repaired with the part still riding in the installer vehicle. The buyers were told that there had been a previous order for the storm door but it had been cancelled, the love seat would be repaired and the defective doors would be replaced. The company when they contacted me to replace the defective doors were informed about the change in ownership.l They sent a letter of understanding that the buyers would be treated as myself but the letter stated the credit for the door was only $1000. I know the price stated was much higher. I don't want to pay for something I didn't get per our earlier understanding.

  

  Business response

  09/01/2022

  Here is our response to **** ****** complaint, received in your letter to us, dated 8/18/22. Please see the attached emails and final invoice in support of RbA’s perspective.

   

  It was our understanding that the customer wanted her storm door installed at the same time her replacement patio door panels would come in. There was no mention that we are aware of from her stating she’d like the storm door installed sooner, or we would’ve happily installed it sooner. Either way, a $1000.00 courtesy discount was offered to the customer for the inconveniently long wait for the patio door panels, which was due to manufacturing and shipping issues and was ultimately out of our control.

   

  4/11/22 “Open Work Order” and transferable warranty information emailed to the customer along with an apology and assurance that we would complete the work. It states very clearly that “We are replacing 3 patio door panels that were damaged prior to delivery” for $0 and “installing the storm door for free and deducting $1000.00 from her final invoice.”

   

  4/24/22 The customer responds that she appreciates all we are doing and hopes we can install the storm door and take care of repairs that same week. We called her and scheduled that right away.

   

  4/28/22 The customer emailed RbA that she didn’t want the storm door installed at all and demanded “full credit.” Our company policy states that customers must cancel within 3 business days of signing their contract and she didn’t do that. Plus, we had already agreed to take $1000 off her final invoice.

   

  5/5/22 The customer emailed us about fixing the bench and installing a handle on one window and mentioned that additional items could come up on her property inspection. We responded that we would add those two items and any additional items that may arise via the inspection to the work order and asked the customer if that sounded ok with her. She responded, “Yes, thank you.”

  There was no further communication regarding additional issues after the home inspection.

   

  In June, the new homeowners of the customer’s house, contacted us directly to schedule install of the patio door panels and informed us that the customer told them (in writing) the storm door would also be installed. We installed the patio door panels and storm door on 6/30/22. All work is complete, including the damaged bench (loveseat) and the new homeowners are satisfied.

   

  Proposal for Resolution:

   

  After the $1000.00 discount, the balance due from the customer to RbA is $4,218.00. We would like to offer her an additional $400 off, reducing her balance due to $3,818.00 along with the request that she sign and send a dispute resolution waiver along with her final payment.

  Customer response

  09/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:  I NEVER SAID I didn’t want the storm door installed asap. The first storm door was the wrong design and so sent back with assurances a correct one would be ordered quickly.  Why would they have told me that they would make a quick turn-around if I had said I didn’t want it?  Also they are claiming I told the installer I wanted it at the same time the sliding glass doors were installed (not true).  This is the same installer that for more then six months told me the pieces to a window seat that had been broken off during installation were in his truck.  I found out from my buyers that he told them that repairs would be made after they bought materials.  Unfortunately, once someone has admitted to lying, they lose credibility.

  I got so fed up with the delays that I told them I no longer wanted the door as my main purpose in buying a door with a glass panel was to lower my winter heating bills.  I had been told it would be installed when it finally arrived.  I understood supply chain issues, but I had waited an inordinately long time for one door.  At that time I was told that they had met with their staff regarding my great annoyance that I had not received the door the entire winter.  They agreed to not charge me for the door.  I was then told me the door had arrived and I would not have to pay for it but they would install it for free because of the long delay.  I agreed but upon reflection felt that I should not accept this offer.  I own my small business and know how hard it is to make overhead during tough times.  So I called them back and turned down what I thought was a kind, but appropriate offer and said not to install the door and give me a full refund as had already been agreed!  Then I get some man I never had dealt with before calling and changing the agreement. He then said I would get $1,000 dollars off my final bill.  I protested that the amount for the door was significantly higher than $1,000.  He said that wasn’t true. He said $1,000 is the full price for storm door with screen and window panels, installed.  I knew that was another misrepresentation of the facts.  After selling the house and after I had turned possession over to the buyers, they installed the door.  The house was sold with the original door with no mention made of a possible new front door.

  I am now being charged thousands of dollars for a door I never received and they had agreed to cancel.  10 months is way too long, especially when I found out they were servicing other customers and my door had been in town for- - who knows how long.  My kindness and respect were treated shabbily and I won’t accept it anymore.
  
  Sincerely,
  
  ********

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