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:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The windows installed do match the existing windows. The one replaced was one of a 4 picture widow set. The replaced window had fogged inside the dual pane. I asked if just the glass could be replaced. The salesman told me it would cost as much as his complete new window. Through my own research I found this not to be true. The replacement frame is extremely larger than the existing frame and does not match the other 3 windows in the set of four. I have been told by other window replacement companies and Renewal by Andersens own operations manager that this new window should not have been sold unless I was replacing all 4 windows. I have tried several times to get the Renewal people to work out a resolution to this problem with no response.

• Initial Complaint

  Date:05/29/2024

  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.

  I purchased 10 windows in September of 2023, from Renewal by Andersen, one window is not correct, to match the rest of the windows, i caught the problem the same day they were installed. i have spoken to 10 different people, they keep passing me off to someone else. I finely talked to a supervisor March 12 2024, told him that i was told that the window has been order, he said he would handle the situation, he still has not called me back on when the window will be replaced. The mistake I made was paying in full until the work was complete.

  Business Response

  Date: 05/30/2024

  To whom it may concern:

  We sold, furnished. and installed 4 windows per our agreement with Mr. **********.

  Due to the difference in sizing between the 4 windows, three of the four windows were specified and ordered with 2 locks and one of the windows was specified and ordered with 1 lock. The factory default setting is to automatically equip larger windows with two locks to maintain security and energy performance.  Our smaller units are able to maintain security and energy performance with the single lock.  Our team was remis in informing Mr. ********** of this distinction between the different size units and setting the proper expectation at the point of sale, and for that we apologize.  

  We have ordered new sash for the unit at our expense, and we have already tentatively scheduled this resolution visit to his home, for June 18, 2024.

  Respectfully submitted:

   

  Robert W. ******, President

• Initial Complaint

  Date:08/01/2023

  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 issue has still not been fully resolvedhome and is aware of the issues. He has stated over and over again we will make this right and get these items fixed. However our "repair date" keeps getting pushed because of scheduling issues and the only resolution being offered is paint. New trim and repairs to multiple window frames are needed.

  Business Response

  Date: 08/03/2023

  To whom it may concern:

  We reached out to Mr. ***** via phone and made a visit to his home to assess the aforementioned issues on August 1, 2023.  Upon arrival, our team found the issues that Mr. *****, detailed.  While we are sorry for this outcome and for this experience, we are committed to providing a full and complete resolution for Mr. ***** and are committed to this outcome.  We expect to have these issues resolved by August 7, 2023, close of business.  Again we apologize to Mr. ***** for this customer experience which was not worthy of our brand or the experience that we promise our customers.

  Respectfully:

  Bob ******, President

  Renewal by Andersen of Houston

  Business Response

  Date: 08/25/2023

  Mr. *****:

   

  We are happy to address whatever issue(s) are outstanding.  Is there a good phone number for us to reach you to discuss the remaining issue(s)?

  Of if you would prefer, please contact our service department at 281 378 6000.

  Thank you

   

  Bob ******
  

• Initial Complaint

  Date:05/01/2023

  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.

  We purchased replacement windows from Renewal bt Andersen on twodifferent occassions, all told in excess of $40K based on their reputation and their warranty.
  
  We had an adjuster out about a year ago and hecagreed that the trim pieces on a number of our windows had failed because om improper installation and/or defective materials He also remarked that one of the casement windows in our kitchen had not been installed properly. He took numerous pictures with his cell phone and said we would hear from their warranty department within 2-3 weeks.

  Business Response

  Date: 05/08/2023

  Chris went out and did an inspection.
  We will be recaulking some windows and resetting one
  casement window (Signature Service) / (Learning experience). Moving forward
  we will make sure we follow up any quotes with an e-mail to the customer.
  Service is scheduled and confirmed with the customer for
  6/8/23.

• Initial Complaint

  Date:01/31/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Promised us that their expensive windows would eliminate draft like we were getting with the old windows. It's worse now with the new ones. Called 3 times to no avail. Promised to send installation crew to address this issue. Nothing.

  Business Response

  Date: 02/15/2023

  We reached out to the customer on January 31, 2023.  We visited the residence and diagnosed what the corrective action was to be, on February 2, 2023.  On February 9, 2023, we performed the corrective action, and this issue has been resolved.  We apologize for this inconvenience.

• Initial Complaint

  Date:10/27/2022

  Type:Product 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.

  [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 would be satisfactory to me.  
  
  
  
  
  
  
  
   
  wal had charged $12,629.50. We were told that nothing would be charged until the windows were ordered, and because we have not approved any windows to be ordered, there is no reason that Renewal should have charged anything to our account. Stanley assured us, in our home, that the account would be annotated, stating that we would not be ready to order until our discussed timeline. We would not find out this was not done until months later, as we have had several harassing phone calls from Renewal pressuring us to schedule an installation because the windows were not approved to be ordered in the first place. We emailed to let the company know what happened, but our concerns were ignored; we were again asked to setup the installation.

  Business Response

  Date: 10/31/2022

  Attached is an agreement that was DocuSigned (Attached and labeled as Please DocuSign RofeTacoria) by Tacoria **** on May 31, 2022.  This document was sent to Tacoria **** AFTER our representative left their home @ ***** ** **** ***** *** ******* ** ***** the same day as our original consultation visit.  Tacoria **** executed this document after her Design Specialist left their home.  On Page 5 of 36 of the same document, there is a payment authorization form that authorizes ******** to provide us with a 50% project payment as a down payment for this project, due to the custom nature of our products.  This means that Tcoria **** also requested, filled out and was approved for credit through GrennSky in addition to agreeing to our project on this same day.

  On the document labeled contract addendum, Tacoria **** agreed to some small changes and modification to the original agreement.  This meeting and document change occurred on June 2, 2022 with Stanley Buck our installation project manager.

  As you can see this addendum increased the project purchase price and Tacoria **** would have to approve the additional financing amount with ******** in order for us receive the new 50% deposit amount of $12,629.50.  Obviously Tacoria **** di this because we received funding from ******** for the $12,629.50 amount on June 10, 2022.

  We were advised by Tacoria **** that the installation had to be delayed until January 2023.  We are happy to make that accommodation as the customer expressed that they were dealing with some personal issues. 

  The units will have to be installed and the project completed before the end of January 2023.

  While Tacoria **** states that a purchase was not made, the attached documents state otherwise and the fact that these meetings and documents were executed over a period of days further supports a purchase.

   

  Respectfully submitted,

   

  Bob ******, V.P. General Manager

• Initial Complaint

  Date:09/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired and paid Renewal by Andersen $24,000 for doors to be installed. They knew about the existing trim and we asked to have the trim to be put back on so it matched the other 3 doorways in the entryway. The guy who originally installed the door broke the trim and so he took it with him to match it. No one can find the trim now and the trim they brought doesn’t match. It has been 9 months since the door was installed. The guy who was doing the trim filed it finished and closed so he could get paid for the job and said he will be finishing it on his own time he has not finished and it looks terrible. I have contacted the company and asked for Greg to call me back several times. He hasn’t called me back yet.

  Business Response

  Date: 10/07/2022

  We have been in contact with Mrs. W******* and have begun correcting the issues mentioned. The trim pieces have been installed already.  Mrs. W****** is scheduled for tape, float, texture,
  and painting with D***** our painter, on 10/17.  This will be the last step to complete her install.

   Thank you!

   

  Bob Birner