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:05/17/2025

  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.

   
  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,
  
  ******* *****he windows due 45 days from the date of installation, which would be July 25, 2025. I explained to her the installation was to be in August and we told **** we could not agree to having any work done to our home until August due to the payment due date. ***** stated the windows were going in on June 10th and we needed to work a deal with the financing company. I informed her that we would be unable to make payments if we did not get our finances ready first and needed to wait until August to begin payments.I called **** around 8:00 pm on May 16, 2025 and he stated that the windows would be installed on June 10, 2025. He also stated the finance company would defer payments until September and for **** and I to not worry about the payments. **** does not work for the finance company. The original agreement was no work was to be done until August 2025 so that we can get our finances in order to cover the expenses of the windows.

  Business Response

  Date: 05/28/2025

  This complaints has been posted to the wrong business. This customer lives in *************************. We are Renewal by Andersen of ******. Please remove and place complaint with the correct business. Thanks,

• Initial Complaint

  Date:02/25/2025

  Type:Customer Service 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 of transaction 5/12/23 My elderly grandpa (84) called a sales person out and had measurements done. My uncle called Renewal by ******** and told them we were not interested in the windows. Renewal by ******** then called my grandpa and asked him directly if he wanted to proceed with windows. HE IS 84 YEARS OLD AND DOES NOT HAVE $16,*** FOR WINDOWS!!!!!!!!!!! Here we are almost 2 years later, and they are saying they financed him for ***** and for some reason, they will have to rerun his credit. When I called they said "easiest thing to do would to be just get the windows" ? In a perfect world where my grandpa could afford that, we would just get the windows. So basically, they want 50% of the cost for absolutely no product or services. As soon as I received the certified letter (my grandpa can't even read/comprehend his own mail anymore) I called. Then I called again. Now waiting for a supervisor to call me back.

  Business Response

  Date: 02/28/2025

  This account is for ********************** of ******** of ****** and ** **********.   I was unable to find any customer information under:
  
  ******* ****
  ****************************; Festus, MO  63028
  Daytime Phone: **************
  E-mail: **********************************
  
  Are you able to provide the information for your Grandpa who would be under contract so we can locate the account?  If located in ********, you may need to contact your local Renewal by Andersen affiliate. 

• Initial Complaint

  Date:02/05/2025

  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.

   
  Complaint: 22903794
  
  I am rejecting this response because: I was never shown a sample of the doors by ******** even though they have small-sized samples for salesmen to show customers, so I didn't know that there is a ridge on the threshold that is high enough to make it difficult for seniors (I'm 72, my husband is 75 and he's not able to walk without a cane or ****** and can't step over the threshold without holding on to the doorjamb or a ******, and even then it is awkward. There are so many other issues as well. Basically, I have asked ******** to remove the doors. They are not quality doors as I will explain. They charged $37,000 for doors that aren't as good quality as much cheaper doors at HomeDepot, with none of the issues I've mentioned about the ******** doors. I expected a Bentley, I got a Honda!

  The doors blow open, even though they are locked, whenever the wind blows or we have a big rainstorm. They leak air and water at the bottom. They are improperly hung. There is no way to lock the door or unlock it from the exterior because there are no keyholes on the handles. The locks are too stiff to turn. The dining room door opens to a 3' drop, they installed it with the wrong side of the French door opening so that the side with the stairs is not accessible and the side that doesn't have stairs is the one that opens. I can't jump that far any longer. The doors have dabs of caulk at every corner because the corners don't meet up so if the corners are allowed to get wet, water will enter the interior of door. There is nothing about these doors that screams quality, that justifies a $37,000 price tag!  And  the three men who installed the doors never said a word about any of the issues, like the fact that you can't unlock the doors from the outside because there's no keyhole, why didn't they tell me that something was wrong and they'd be back to fix it. They just smiled at me and took off. I'm very angry about these doors and I just want them removed. I have no confidence in this company after the way they've treated me. They must think they found a foolish old woman, but I am not going to put up with this kind of cheating. I appreciate your help.

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

  didnt know what I was talking about, that you dont need to push handle up to lock or unlock door, but my locks wont move unless I do push up on the handle. Maybe these never worked properly?There are gaps between door and frame where air blows through to inside. Also rain.Two of the doors are double French doors. Both have blown open, several timeswhile they were lockedon windy days. If its windy and I have to leave home, I prop heavy objects behind the doors so they dont blow open.I was never told there would be a 6 piece of wood installed inside each door along the floor. These boards dont match the floor, the walls, and dont seem to serve any purpose. The French doors in dining room open out to a patio. There is a set of stairs right outside the dining room, but only on the left side of the opening, not across the entire door opening. The door that was installed opens on the right side only, meaning I have to jump three feet to get to the patio.

  Business Response

  Date: 03/03/2025

  We recently had our sales manager *** visit Christine's home so that we may get a full assessment of the issues with her doors.  After discussion with *** there are multiple punchlist items we will work with the customer on to correct.   Our service team will be in touch shortly to go over a plan of action to correct the issues on your project.  
  

  Business Response

  Date: 03/18/2025

  The following work was sent for signoff to the customer to address their issues and continue to work towards a resolution following our Manager visit. These adjustments to the order were made at no cost to the customer and done in good faith to continue towards addressing their concerns.  
  
  - All three doors will have a keyed lock. All locks will be keyed alike.
  
  - Bedroom door - Full frame replacement. Active panel to receive new glass stops. Passive panel to be replaced. When reinstalling the door frame the exterior Brickmould will be replaced as well.
  
  - Dining room door- Full replacement. New door will be Passive/Active. The current door is Active/Passive and does not work with the existing concrete step.
  
  - Front door- full panel replacement as well as gaskets and hardware.
  
  - When the replacement work is completed there will be tents erected in the home to keep the dust and debris to a minimum.
  
  - All discounting of the project will be handled after the work is completed so that both parties have an understanding of full scope.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22903794
  
  I am rejecting this response because:
  
  Some of my concerns about the doors havent been addressed (the tall ridges on thresholds that make it impossible to step on the threshold, Im 72 years old, I cant jump over the threshold.), leaking cold air from outside, rain dripping in, and the dining room and bedroom doors have now blown open six times during heavy wind, which means I cant leave home of the weather is stormy. And, mostly, I want the doors removed because I dont trust the company any longer. The fact that their salesman showed up without a sample door to show me, and the fact that three of their installation experts left here knowing that the doors had been poorly hung, that there was no way to lock/unlock the doors from the outside, and that the dining room doors didnt open correctly so that I have to jump three feet to get to the patio is also not a way to build customer trust. Those men saw that there were problems, yet they continued to install them, and left with smiles on their faces. I dont believe these doors can be fixed and I have asked the company to come remove them. These doors are not one bit better than cheap ********** doors. Im shocked at the lack of quality, the poor workmanship, the poor installation (***, the last rep,they sent even admitted that the doors werent hung properly and leak air and water). Im not paying $37,000 plus for this job and I want the come pay to remove the doors.  
  

  Thank you for your help, BBB.
  Sincerely, 
  
  ********* *******

  Business Response

  Date: 04/08/2025

   
  Dear BBB:
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 
  
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  __X__Mon. ____Tue. ____Wed __X__ Thurs. _X___ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  __X__ Morning ____Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Customer Answer

  Date: 05/09/2025

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that Mediation is necessary.
  
  Below is the details on our availability for a Mediation Hearing.
  
  - Please list any dates you are specifically NOT available in the next 6 weeks: 
  
  
  
  
  - Please place an "X" next to the Day of the Week you are available and work best for you: 
  
       ___x_Mon. ____Tue. ____Wed __x__ Thurs. ____ Fri.
  
   
  - Please place an "X" next to the Time you are Available and work best for you: 
  
       ____ Morning ___x_Afternoon   (mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm)
  
  
  I understand that BBB will do its best to accommodate my availabilities above.
  
  Thank You.

  Regards,

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

• Initial Complaint

  Date:09/27/2024

  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.

  I was going to with this company for windows for my 3 houses now looking at all the complaints no way

  Business Response

  Date: 10/08/2024

  Hello Frank, I am sorry to hear this. I was not able to find you in our system, have you done business with us before? It looks like you might be in Nevada, we are located in Oregon. If this review is miss filed would you be so kind as to remove it? Thank you very much. 

• Initial Complaint

  Date:07/31/2024

  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.

  We ordered a sliding glass door in June of 2023. It has taken over a year with multiple trips and re-do projects due to damaged doors or damage from workers and it is still not complete. 2 damaged doors, 1 incorrect ***lacement, ***air of work done to stucco and not finished. We paid a total of $23,609.00 to the company already, they were withholding $2,624.00 until the job was completed. The total job was for $26,233.00 After over a year and multiple frustrating visits they needed to ***lace the door a 4th time due to it being incorrect and then asked us to find someone to finish the job to paint the stucco that their team had damaged and to send them the bill. We found this unusal since they advertise they complete all of the Job. Frustrated we asked them to issue us a partial refund, they agreed, said they would be sending a follow up email that was a week ago did not hear anything until this morning we received another request for $5,426.50 more. My husband is 75 and I will be 70 next year. Are they trying to scam the elderly!!! We have reached out to our sales *** w/o assist. This payment would put us way over what we signed for. WE have been patient with this project only to be VERY disappointed and feel we are being taken advantage of. They truely are not commited to provide the service they advertise that they do

  Business Response

  Date: 08/08/2024

  Our ************* Manager has been in continuous communication with the homeowner. The latest agreement was that we would forgive the balance owed on the contract of $2624 and the customer would keep the door as is with 1" grilles rather than 3/4" grilles no additional cosmetic work to be done by RBA on the door. Customer would get a quote to touch up paint on small stucco repair around door and provide it to RBA for approval. We are waiting for that bid. Our ************* Manager will reach out again for a final resolution. Thanks,

• Initial Complaint

  Date:07/30/2024

  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.

  Please see the attached.
  Click here to Get the File - use the Password: 79CBF583
  ************************************************************************

  Business Response

  Date: 07/30/2024

  We are unable to open the attachment so we are not sure of what it says. Attachment downloads a file that is not readable. Our senior production leader went out to the home on 3/25/24 and did the service himself. He got confirmation from the customer that the service was completed. ****************, Service supervisor called on 3/26 and confirmed ****** that everything was completed and taht she would close the BBB complaint. 

• Initial Complaint

  Date:06/14/2024

  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.

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

  Business Response

  Date: 06/25/2024

  Our President and Director of Production met with ******************** on June 20th 2024 and came to an agreement on what we would do to resolve his complaint. Our Director of Production returned the next day on June 21st and performed the work. ******************** said he was satisfied and promised to remove all the bad reviews online. This matter is resolved to our knowledge. Thanks,

• Initial Complaint

  Date:05/07/2024

  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.

  A 2 yr nightmare of miss ordering, installing 2/3 times over and over, destruction to property, running over my tree's, hitting my deck, still have siding to replace and paint from the horrible window cutting siding, trashed all sideboard to window cutting with dull blades, over cutting into siding! Then a 15K painting of the home since all but 1 side of the home they damage boards! The list is extensive to property damage.

  Business Response

  Date: 05/08/2024

  Dear *******************,
  
  Thank you for your time on the phone yesterday. I appreciate you taking the time to speak with me and go over your experience. Based on our conversation and my research of the project I have prepared 2 options for a settlement agreement that I feel provides you with a choice and is fair and reasonable given the circumstances. Please respond to this email when you read it so I am aware that you have received it successfully. I would appreciate a response to your preferred option by 5:00pm on Wednesday, May 15, 2024. I sincerely hope that we can come to an agreement.
  
  Option 1: RBA waives the collection of the balance of the contract in the amount of $43,546.50. RBA sends a refund check to you for the amount of $10,000. *** performs no additional work at the property. A signed settlement agreement by *************************** and *********************** and signed completion certificate by *************************** for finance company is required.
  
  Option 2: RBA will replace damaged siding due to window install at RBA discretion. RBA waives the collection of the balance of the contract in the amount of $43,546.50. No further amount will be due to RBA from ******************* and no amount will be due to ******************* from RBA. A signed settlement agreement by *************************** and *********************** and signed completion certificate by *************************** for finance company is required.
  
  I look forward to your response. 

• Initial Complaint

  Date:03/29/2024

  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.

   I am supposed to respond to a reply and is says to update by clicking on "have More Information tile on left. There is no Have more info tile on left or anywhere on your website. my id is ******** here is my repy to what Renewal By ******** wrote, they wrote: 1. We completed this job on March 2024. A. It was a full year after job was initiated due to many problems on their side. Should have been 4 months. 2. When attempting to collect the balance owed we offered a substantial credit of $2500, for the time it took to compete the project. A. We spent almost a year having to walk around our house to access it along with the fact I run a home based business so my clients also had to walk around our house to enter and exit. I told them for a $28,000 project ***** was not enough plus we had to buy almost $200 worth of curtains because we could not install our mini blinds into the frame as they told us the whole door and frame would have to be replaced. Our sales guy/initial contact said told us that was not an issue they would remove it off the purchase. So now their offer was really *****. I told them they could do better than that. 3. The customer is refusing to pay us until 2026. A. We had a signed agreement for financing thru them that was for 2 years from date it was done, at 0%interest. They dropped the ball and did not turn in their paperwork on time, so the financing only paid out the 1st half and then it expired on March 31st. That is 9 days after the job was complete. They then wanted me to get additional financing and sign more contracts. I told them that them dropping the ball on their paperwork and missing the deadline was not my issue it was theirs. I told them I would pay them a discounted amount, more like 5000 plus the curtains, by March 22, 2026. Per my original finance paperwork, that I signed. She said if I refuse to sign a new loan, they would take me to court. I said fine take me to court. She then sent me a Promissory Note with lots of legal for basically what I said I was going to do. And then they sent the doc u sign document out every day - basically harassing me to sign it. I finally did sign it. So now we are good, but their actions should be out there for everyone to decide if they want to do business with this type of company or not. *****doors came to install & realized the center piece was not order, could not install without center piece. Said they will expedite it. Nov I left message, got a call back saying it would be end of Dec or early Jan for install. 2/2/24 I called ***. 2/6/24 lady (****?) Said they will call me by end of week to schedule. Ask about compensation for not being able to use our main door all this time, also home business so clients have to walk around house, said they would discuss compensation later. 2/13 called *** as no call by end of week, left really super ****** off message today is 2/14/24 no response yet. We started this March 2023 it is almost March 2024. They have never contacted me about what is going on only will call if I call first, no updates on what is going on. Will be calling again. We financed the ******. Half was paid up front. I put a hold on 2nd portion as they have not finished. I feel I am owed a discount as I and clients have to walk around to side door to enter & exit.

  Business Response

  Date: 04/16/2024

  We completed this job on March 22nd 2024. We have no open action items for this project. When attempting to collect the balance owed we offered a substantial credit of $2,500 for the time it took to complete the project. The customer is refusing to pay us until 2026. 

• Initial Complaint

  Date:03/12/2024

  Type:Order 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.

  7/3/2023-signed the contract. Invoice dated 9/28/2023. Invoice #******. Contract is for 5 windows (1 egress window) & double front doors.The egress window is the only thing that qualifies for reimbursement under the Energy Trust of Oregon. The State requires that all windows have a U factor of .27 or below to qualify. The egress window is .27. The other windows are: .28, .28, .30, .29. The double doors are .30 (no performance data on doors). Windows are PG rating 40. My contract is for $40,321. Work started in 9/2023 & finished on January 19, 2024. **************** told me that the Energy Trust was out of money for 2023, but that was not true. Then they told me that the Trust had just changed their requirements. That was a lie. The Trust changed requirements in January 2023. They probably gave me what was left in the warehouse. I first saw the Renewal by Andersen ad on my ********** said I could get reimbursed by the Trust. The ad had the Energy Star on it. I saw another of their ads today & it shows the Energy Star with a .27 U Factor. When I called Andersen after I received the emails with all the pictures of the window stickers, they did not offer to change anything even though I was very angry. I told them I had talked to the people at the Energy Trust & that's when they lied to me about the requirements. I filled out the Incentive application for the Trust in 2023 & asked for the documentation, but they stonewalled me & told me the Trust was out of money. I tried to attach my documentation, but with no luck. Can I mail it to you? They didn't send me the documentation until February 2024.

  Business Response

  Date: 03/12/2024

  We do not advertise energy trust of Oregon since they changed the requirements last year to most replacement windows not qualifying. In this claim, ************** confusing Energy Trust with Energy Star which is a federal rating. The customers windows meet replacement standards per state and federal regulations. Renewal by Andersen is a reputable manufacturer of windows and doors. We can't control Energy Trust of Oreogn standards based on funds available for replacement window rebates. The customer recieved custom made windows for her home and not something out of a warehouse. 

  Business Response

  Date: 04/10/2024

  Hello,

  We have verbally satisfied this complaint with the consumer. They agreed verbally to remove the BBB complaint. Since then they have been unresponsive to us. We are closing this matter on our end as well.