Complaints

This profile includes complaints for Renewal By Andersen of Central Pennsylvania's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Renewal By Andersen of Central Pennsylvania

  4856 Carlisle Pike Mechanicsburg, PA 17050-3026

  
• 

  Renewal By Andersen of Central Pennsylvania

  244 Grey Fox Dr Ste 1 Montoursville, PA 17754-9572

  
• 

  Renewal By Andersen of Central Pennsylvania

  487 Municipal Dr Duncansville, PA 16635-8415

  

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:08/29/2024

  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.

  April2024. Set up meeting with salesman *** from Renewal by ******** for an estimate on 3 windows be replaced along with any existing framework. *** gave his pitch and showed us examples of the windows. My biggest concern was that all existing parts of the window were going to be removed and replaced with new product. Ive had issue with rot. I talked with ***, made it very clear that I have had rot and issues before and if the installers would fix it and how much it would cost. He assured me that they take care of any issues and that it is built into the price. I made sure to make it very clear that all old parts of the window are to be removed including the old frame of the window. That I will not be moving forward if this isnt done as this is my main concern when the old windows are replaced. We went over trim options and I said I dont need finishing trim as Im doing a complete kitchen remodel and it will be gutted for the install. Everything was set and ready to go. 2-3 months later the windows are ready and an install date has been set. The installers came and took out the old windows and installed the new windows. They handed my wife a paper and said they are done the install and that she had to sign this paper confirming the windows were installed. They told her its just to confirm that they were here for the install. I was looking over the windows that day and they werent installed how the salesmen confirmed to me they would be. They tried fixing the issue a couple of times. Their installer came out and said they did a bad job installing and installed the windows improperly. It was set to have the windows pulled and new framework done. Instead they added to the frame to hide the existing frame. I called them and told them I am fed up and done to cancel the contract and just take their windows. Talked to a manager, they agreed they would take the windows out before the other company installs windows. Now they are backing out and saying the contact holds.

  Business Response

  Date: 11/20/2024

  An agreement has been reached with Mr. ******* as follows:
  
  1. Agreement was made to discount the job and re-install the windows for customer.
  2. Customer asked that we install over several afternoons so they would not take more time
  o?? work. We did this work over four afternoons.
  3. Customers financing was restarted to remove any late penalties because they did not make
  payments.
  4. Customer is happy and has paid in full.

  Customer Answer

  Date: 11/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  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 this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******
  
  

• Initial Complaint

  Date:07/10/2024

  Type:Sales and Advertising 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 attached the brochure that I received from Renewal by ********. Which shows;

  *************: ********************************************************************************

  ************: *******************************************

  Thanks for your help. 

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

  US Army, **** Retired

  Customer Answer

  Date: 07/10/2024

  On 3/7/24 a representative from Renewal by ******** came to my door and said he was in the area and noticed I had a broken seal on my window. He made me an appt and said to mention his name and they would give a $850 discount. On 3/11/24 @ 0930 **** ****** arrived and said I had 2 windows with broken seals and on a scrap paper he wrote down the breakdown of the price which was around $5740 (thought I was going to get a copy, but didn't receive one). We discussed financing and I said I could finance free for 6 months, **** reminded me they had 18 months free financing, so I changed it to 18 months, even though I could have paid it in 6 months. I then looked over the contract, didn't see at the top $10,688 (I'm assuming), and signed the contract. This was the price after my $850 discount and military discount. I then received my financing from ******** and saw it was for $10,688 and called them because I thought it was a mistake, they said I was charged $5344 twice. So I then called **** ****** who said he was in his way to a wedding and couldn't talk. Then I called **** ****** and she said that's the price listed on my contract. **** ****** called me back and said he would send me a copy of the price sheet he showed me, then he said his filling cabinet fell over and he had to look for my file. It took him 15 minutes to find it and only sent me the last page with the final numbers on it. He emailed me a copy, but he must have recalled the file, because it's not in my email. I then called customer service and talked to a manager, he told me the same thing **** told me, that price is listed on my signed contract and that's how much they charge for 2 windows. I am really upset with myself, for I am a retired financial analyst and am very good with numbers, and to have been scammed by a large company like Renewal by ******** is ludicrous. Something needs to be done.

  Business Response

  Date: 07/31/2024

  We take each of customer's concerns seriously and have attempted to reach out to Ms. ****** to discuss her complaint. On Monday, July 15, 2024 at approximately 3:15pm, General Manager, ***** ****, left a voicemail requesting that she return his call so we can address and resolve her concerns. We remain committed to finding a satisfactory resolution and encourage Ms. ****** to contact us at her earliest convenience.

  Customer Answer

  Date: 08/01/2024

  I did not receive the voice mail on my phone until July 25, 2024, had WiFi on, my phone doesn't show voice mail message unless connected to mobile data, so on July ******* I connected to mobile data and saw the missed voicemail from ***** **** and called him back the same day and left a message.  No response, so I called back on July *******, left another voicemail, no response. I sent a text on July ******* with a picture of the mismatched window that Renewal by ******** installed so he could see what a scam this company did to me and charged me well over the quoted price. I am very upset with the handling of this claim with Renewal by ******** CEO ***** ****, very unprofessional. 

  Thanks for your help in resolving this issue.  I attached the picture of the mismatched window that I just noticed a couple weeks ago. 

  Customer Answer

  Date: 08/08/2024

  
  
   Complaint: 21960974
  
  I am rejecting this response because:
  I did not receive the voice mail on my phone until July 25, 2024, had WiFi on, my phone doesn't show voice mail message unless connected to mobile data, so on July ******* I connected to mobile data and saw the missed voicemail from ***** **** and called him back the same day and left a message.  No response, so I called back on July *******, left another voicemail, no response. I sent a text on July ******* with a picture of the mismatched window that Renewal by ******** installed so he could see what a scam this company did to me and charged me well over the quoted price. I am very upset with the handling of this claim with Renewal by ******** CEO ***** ****, very unprofessional. 
  
  Thanks for your help in resolving this issue.  I attached the picture of the mismatched window that I just noticed a couple weeks ago. 
  
  Regards,
  
  ********* ******
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 09/18/2024

  Hello,  I am still waiting for a response from Renewal by ********, CEO. It's been longer than 30 days since my last submission. Can you please update me on the progress of my claim. 

  Thanks and enjoy your day.

  ********* ******. 

  Customer Answer

  Date: 12/17/2024

  Hello, no I have not received any response from CEO ***** ****, after numerous times calling and leaving messages.

  Like I already stated on August 1, 2024, "I did not receive the voice mail on my phone until July 25, 2024, had WiFi on, my phone doesn't show voice mail message unless connected to mobile data, so on July ******* I connected to mobile data and saw the missed voicemail from ***** **** and called him back the same day and left a message.  No response, so I called back on July *******, left another voicemail, no response. I sent a text on July ******* with a picture of the mismatched window that Renewal by ******** installed so he could see what a scam this company did to me and charged me well over the quoted price. I am very upset with the handling of this claim with Renewal by ******** CEO ***** ****, very unprofessional. "

   I'm still waiting for a response back from Renewal by ********** CEO ***** ***** in reference to the charged amount that was NOT THE QUOTED PRICE, given to me by **** ******. I would like to see a price chart for the 2 windows plus the small transom window above the second window, to see where my $10,668 was spent.

  Thank you for your help and please respond this time since this has been taking longer than expected, since I filed in July 2024.

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

  Business Response

  Date: 01/24/2025

  We spoke with Ms. ****** yesterday and listened to her concerns. We take all complaints seriously and will use the feedback received accordingly. While we understand her perspective, we do have a signed contract clearly stating the price of the project and a copy was mailed out to her certified to ensure she receives it for her records.
  

• Initial Complaint

  Date:06/25/2024

  Type:Delivery 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.

  Ordered back patio door 8/30/23. They've been out at least 4 times over the last 10 months trying to install it. They keep saying they measured wrong and keep getting wrong size door in. Very frustrating!

  Business Response

  Date: 06/28/2024

  Thank you for taking the time to contact us in response to the issues youve been experiencing. Your feedback is invaluable in helping us enhance our processes and provide the best possible service to our customers. While not every job goes as planned, our goal is always complete customer satisfaction. 
  
  Weve been in contact over the last month and in response to your concerns, we have taken the necessary steps to address and resolve the issues Your requested installer is on standby once the screen door has been thoroughly inspected and will make adjustments to the door and install the screen.

  Customer Answer

  Date: 07/09/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21898843
  
  I am rejecting this response because:
  
  I have not received any compensation at this time.

  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:05/09/2024

  Type:Sales and Advertising 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.

  *Unsolicited Mail: A Persistent Nuisance It is also important the potential risks associated with unsolicited mail and to take appropriate precautions to protect my privacy and safety in 2020, after years of being overwhelmed by unsolicited mail, I decided to reclaim my right to live in a space free from unwanted intrusions. I repeatedly contacted sender spoke to managers, unsubscribed from mailing lists, and registered with DMAchoice. However, the problem persisted.In February 2024, I made a final attempt to unsubscribe from a particularly persistent sender. I was shocked to receive another unsolicited mailing today. This was the last straw.I contacted the post office and will filed a another complaint. I also paid in Feb 2024 to be on DMAchoice, which offers an additional layer of protection against unsolicited mail.

  Business Response

  Date: 05/28/2024

  We take these requests with the utmost seriousness and provide a suppression list to our mailing partners on a monthly basis, who purchase lists on our behalf. Since most of our mailings are printed three months in advance, it can take more than 90 days for requests to be fully processed and removed from our list.

  
  In September 2023, we received a request through the Better Business Bureau (BBB) to remove an individual named ********* from our mailing list. However, the request did not include an address or a verifiable phone number, which prevented us from identifying and removing the address in question. While attempting to match the supplied email address in our customer database, we were again unable to find a corresponding entry and therefore could not fully scrub the address from our lists.

  
  On February 26, 2024, we received a call from an individual named ********* requesting removal from our mailing list, at this time we were provided with an address to ensure we could process the request. This information was added to our suppression list and provided to our vendor on March 7, 2024. The address will be removed from our mailings starting in June 2024.

• Initial Complaint

  Date:12/13/2023

  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.

  I Bought new windows for the back of our house. I couldn’t lock two windows and my bathroom window was very hard to lift up and down and lock. I called to have someone fix them, I got a run around for quite awhile until someone came out. He said he was the supervisor, the guy who installed them was fired because of his work not being up to par. He also said the window was not installed properly but they will try to fix it. In the winter the window is very drafty. I tried to live with it, because it is so hard to get someone to take care of a problem with this company. But every winter I feel how drafty that window is, and feel like they didn’t do what should have been done immediately to fix this problem. For the money I paid I truly think they should have replaced the window knowing that if it was not installed properly it wouldn’t perform properly. It was not my fault that the work was not done the right way. It took us a few years to pay for these windows. I just want what they advertise. The windows were installed a few years ago it took a few months for them to come out to look at them. I am filing this complaint because I called Renewal by Andersen a few weeks ago on a Friday and was told by ***** that someone from service would call the following week. I didn’t hear from anyone until I called Laura back and have been playing phone tag with her and was told someone would reach out to me. I told them I was contacting the BBB and someone called with January 9th service appointment.

  Business Response

  Date: 01/02/2024

  Our Service team made contact on December 12, 2023 and has scheduled an assessment for January 9, 2024 and will make a determination on the required actions after this assessment.

  Customer Answer

  Date: 01/09/2024

  Renewal by Andersen visited my home today. **** wanted to fix the window but I want the window to be replaced. It was fixed once already because their installation team failed to install properly and it is still very drafty. I refused the offer to fix because I didnt pay for a damaged window. I spoke to an ************************* who assured me that I  will get a new window installed and it is being ordered. She said it will take about 2 weeks for that. I asked that she reach out and keep me informed as to when it will be installed. 

• Initial Complaint

  Date:09/07/2023

  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.

  on 9/7 RBA installed 4 double hung windows and a sliding patio door (that replaced the previous french doors). The salesman during our consult was aware that the window frames and sill were rotting from being neglected by the previous owner, and was a big reason why we were seeking to get the whole windows replaced and redone. On day of installation, no sills or frames were removed, instead the glass windows were replaced and put over the rotting frames instead. They also installed the windows unevenly and improperly. they left caulk on the corners of the windows and doors and did not scrape or clean it. Nothing was laying flat against the home from the outside and the screws on the inside of the windows were drilled improperly and wouldn't go down all the way, causing the windows the be unstable. for the amount of money we paid this is unacceptable!

  Customer Answer

  Date: 10/04/2023

  The companys rep did contact me after being informed there was a complaint filed with BBB. He and a manager came to inspect the work that was done (poorly done) and clearly saw the issues. They refused to give us a refund or any discount/ rebates and instead tried to see what we would be okay to just leave as is and get over. We had a contractor here with us who backed up what was wrong and needed corrected and was done in error on their end. The sales rep and manager said theyd figure something out and be in touch the next day. Threee days later I reached out after hearing nothing and was told the rep would contact the office and have someone again reach out. When they finally did a week later, they told us they couldnt fix and schedule anything until November! So we have uneven windows, windows in our kids room without locks, and improperly installed sliding doors and just have to deal with waiting another month for anyone to even come out. Meanwhile they have no problem charging our account for the amounts in full for things that we dont even have fully completed!

  Business Response

  Date: 10/10/2023

  Service has been scheduled for 11/1/23 and we will be installing 3 opening control devices, pulling 4 windows to review the frame structure and have ordered two panels for the patio door. 

  Customer Answer

  Date: 10/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Again no one there does what they say they are. When you came out to the house to inspect the poor install and go over the things promised that were not done such as replacing the rotting frames, you acknowledged and agreed with all of our issues and concerns. You said you would send someone out asap to REPLACE the frames, fix the poor installation for windows, fix the frames and damaged parts for the sliding door et.  We didn’t hear a word for three weeks and it was we will come out in November to reevaluate if frames need replaced, and “should “ have the missing stuff in. It is unacceptable that you haven’t done anything you said but have of course managed to start pulling payments in the meantime for stuff that isn’t completed and isn’t correct! It’s complete and total fraud! Nothing about this process has been professional. Including the salesman **** ***** telling me to sign for my husband as acceptance of the project when he was not present, had not spoken with my husband, and knew I was not his POA. That in and of itself should void our contract!
  
  Regards,
  
  
  
  ******* ******
  

  Customer Answer

  Date: 11/29/2023

  Renewal did not replace the frames- they stated they were not in need of replacement even though we were told by the sales consultant when he was first here that they would be replaced and needed it. They still did not fix the door which looks awful as they installed it sloppily! they refused to answer any messages or calls I have made but continue again, to charge our account for all of these things that werent done as agreed upon.

  In addition- the sales consultant, pressured me to electronically sign the contract for my husband WHO WAS NOT PRESENT AT THE TIME and he was made aware I was not the POA for my husband or anything. So the contract in and of itself if fraudulent!

  Business Response

  Date: 01/02/2024

  Thank you for reaching out to us and keeping us informed about this complaint. We take these concerns seriously and in an attempt to find a resolution, we've elevated this complaint to our legal team and all further communication will be coming through them for this matter.

  Business Response

  Date: 01/11/2024

  January 9, 2024

  Dear *** *******:
  

  This law office represents Renewal by Andersen of Central PA ("RBA") in the above-referenced matter.
  

  On or about May 31, 2023, ******* and ***** ****** entered into a written home improvement contract with RBA for the purchase and installation of five (5) custom made windows and one (1) patio door for a purchase price of $23,688.00. *** ****** later signed a Change Order on or about June 8, 2023, eliminating one (1) window and reducing the contract price to $18,037.00. The windows and door were installed on September 7, 2023, at which time *** ****** signed a completion and satisfaction form. The next day,
  *** ****** filed a complaint with the Better Business Bureau. Before reviewing the complaint, RBA representatives visited the ******s' home on September 8, 2023, and agreed to remedial work. *** ****** updated her complaint on October 23, 2023.
  

  Thereafter, on November 1, 2023, and November 14, 2023, RBA made service calls to complete all remedial work as promised. The ******* did not contact RBA with any additional concerns, but on November 29, 2023, filed another update to their complaint.
  RBA completed all work pursuant to the contract in a timely and workmanlike manner.
  

  Further, my client strenuously rejects any allegations of improper conduct with respect to the execution of the Change Order or any other documents and considers these allegations to be entirely without foundation or merit.
  

  Your attention to this matter is greatly appreciated.
  

  Very truly yours,

  Customer Answer

  Date: 01/11/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  We were told even though we had issues with the work to sign the completion form and it would be corrected. That is per **** *****. Also attached is the direct message acknowledging the business saw the BBB complaint the morning after it was sent. And that we reached out to **** directly with issues going forward. 
  

  my husband was not present may 31 to sign any documents. He was clocked in at his place of work and can verify that through his time card and employer. **** told me “as his friend” to sign for my husband so he could get the document submitted within the months end for his bonus. Let me know if a time care is necessary to again point out that RBA is not being truthful. 
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:04/06/2023

  Type:Customer Service 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.

  10/11/22 financed 5 windows costing $27,453.00. 2/9/23 windows were installed. While installing the bow window, the drywall was busted out and the piece of drywall flew across the room and hit my TV stand damaging it. The wood trim around bow window was cracked everywhere and the frame of the bathroom window was dented. 2/11/23 I emailed the Zack the sales man who sold the windows with pictures of the damage. He apologized and said they will be back to fix the trim but no mention of the damage to my wall. 2/13/23 **** emailed me to let me know he forwarded the pictures I sent him to service so they will call to come fix the trim. I reminded him of the damage to the wall and the dented frame in the bathroom. Approximately 2/24/23 they came to fix the damages. Unfortunately they did not fix all of the cracked trim, now the trim is not aligned correctly, and they put mud in the place that they broke my drywall. While they were working on fixing the trim they now damaged the wall above the window and proceeded to tell my husband that that was there already and my husband said NO we have pictures and then he said "oh well I guess if you have pictures". He also told my husband that he will have to sand and paint the wall once the mud dries. My husband said NO that is not what my wall looked like before they came so they will fix it and paint it. I sent pictures of the new damages to **** and he responded that he will forward to service again. 2/28/23 I emailed **** with my phone number to have management call me. 3/9/23 I emailed again for a status and that I did not receive a call from management. Was told they are still waiting for a piece of wood, no mention about management. Approximately 3/18/23 I called them to speak to management and they said they would forward my message to management. 3/30/23 I emailed **** again for a status and for management to contact me. 3/31/23 he emailed back that they are still waiting for the wood trim.

  Business Response

  Date: 05/15/2023

  Following the complaint, we promptly contacted the customer, and our service team has kept them updated. ***** called the customer around April 14th to explain our plan of action. We will redo the interior casing around the bay, replace one piece of shoe molding, fix the hole in the drywall, and give the casing and shoe mold a fresh coat of paint.
  
  ***** and ***** have allocated time for the final service appointment, when they'll visit the customer to install the casing and shoe mold. The most recent customer update, dated May 2nd, informed ** of the successful receipt of the ******** casing. Presently, the casing is undergoing the necessary painting process. Once this is accomplished, the scheduling of the service appointment, which will span two consecutive days, shall promptly follow.

  Customer Answer

  Date: 05/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  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 this resolution is partially satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:04/01/2023

  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.

  This is my SECOND complaint. I had a sliding glass door installed. Over the next 3 years the door has leaked, the handles have broken. When I say leak, I mean my door became no less than a $7,000 water feature! My floors were soaked. Thankfully we were home to catch the stream coming into the house, as to not damage the floors. The "fix" team blamed the original install guys. The second team assured me of the fix. This happened over again and actually grew mold under the door from water leaks...that we did not catch. Finally, after a major leak for the 3rd time...they pulled the door out and reinstalled the same door. This group blamed the first guys, and the second group. All the while, the door handle has broken 3 times. Now we are 4 times in, and it is worse than ever. The kicker here is I replaced the floor after the last fix. Now the door is only part of the problem.

  Business Response

  Date: 04/17/2023

  April 14, 2023 
  Dear *** *******: 
  This law office represents Renewal by Andersen of Central PA ("RBA") in the above- referenced matter. 
  Pursuant to a written home improvement agreement, RBA delivered and installed a new patio door for *** ***** on December 3, 2019. RBA has always been extremely responsive to *** *****'s concerns. On or about May 14, 2021, RBA reset the door, and on or about February 9, 2022, RBA reinstalled the door to be flush to the interior wall. At the time, *** ***** expressed satisfaction with these measures. RBA also refunded him. $2,621.50 in January, 2023. It should also be noted that RBA's install manager and service technician inspected *** *****'s siding and informed him that he did not have proper house wrap, the light fixture above the door was installed incorrectly and that he should address these issues to minimize potential damage. *** ***** has not allowed RBA to inspect the current state of the premises and as such, we demand that *** ***** offer proof of his allegations. If *** ***** refuses to do so, we respectfully request the complaint be dismissed with no further action taken against my client. 
  Your attention to this matter is greatly appreciated. 
  

  Very truly yours, 

  Customer Answer

  Date: 05/03/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
   RBA has turned this over to their insurance.  Nothing has been resolved.  It is actually so convoluted that is actually worse dealing with these people than actually dealing with the original deficiencies caused by the company.

  Here is the proof of the leaks throughout the last 3 years. 
   
  
  Original leak...2 months after install

  Please feel free to forward to their attorney as “proof”.
   
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:03/31/2023

  Type:Sales and Advertising 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.

  This company has come to my residence before circa 2019. They were extremely pushy, hostile, and rude when I politely told them I was not interested in receiving a quote on work they said my windows needed. I actually felt intimidated and worried after they left that one would return potentially because of how hateful the one acted. They have come back since several times since 2019 and continue to leave assessments of my home on notes left on my door. I also get 4 mailings minimum from them a month in the mail and daily emails. I have requested to be removed from their sales lists, emails lists, home visit lists, and the response I get is more spam emails directly after that I cannot even respond to. I block and remove them, and yet more still will appear from different spam email accounts in their name. It is harrassment and I am asking for something to be done so they can no longer waste resources and time trying to get business from me. I will never work with such a company. They are also extremely overpriced and I have read numerous other complaints about their behavior and tactics in addition. They need to realize how disrespectful and insane their business strategy is, and give people the respect and privacy they request.

  Business Response

  Date: 04/14/2023

  Thank you for reaching out to us regarding the recent concerns raised by **************. We appreciate the opportunity to address these concerns and provide our perspective on the matter.
  
  Firstly, we would like to extend our apologies to ************** for any unease or discomfort caused during our previous interactions. It is never our intention to make anyone feel threatened or uncomfortable, and we take these matters very seriously. If ************** had filed a complaint with us at the time of the incident, we would have taken immediate action to investigate and address the matter.
  
  We assure you that we keep detailed records of our visits to residences to prevent repeat visits and avoid causing any inconvenience or nuisance. Furthermore, we have taken steps to ensure that the residence in question has been added to our Do Not Knock list and will not receive any future visits from our team.
  
  Regarding the recent events, we understand that on March 30, 2023, ****************** information was entered into a web query, and consent was given for us to initiate contact. However, upon receiving **. ****** BBB complaint, we immediately moved the address and phone number to further quarantine/suppression lists and sent them to our vendors. Please understand that this process may take up to 90 days to take effect due to the marketing cycle, but we hope that this will prevent any further unwanted contact.
  
  Once again, we would like to express our apologies to ************** for any discomfort caused and assure you that we take these matters seriously. Thank you for bringing this matter to our attention and allowing us the opportunity to address it

  Customer Answer

  Date: 04/14/2023

   
  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.  

  To note for record, I disagree with their statement that they received consent in March 2023 to initiate contact. They left a marketing card with noted observances of my home on my door while I was gone, so I knew they had been there. But never have I consented to them continuing to visit my property and after being inundated with countless daily and weekly emails and mailers I needed to take action and ask for them fully stop all future contact which brings us to this report. Sadly this is what it takes to get them to stop hounding me for business.

  Regards,
  
  *********************