ComplaintsforRenewal by Andersen of Houston

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired Renewal to replace over 40 windows in my home and soon multiple doors. They have completed the installation, but have failed to repair the damage done to our home. When signing up to have Renewal complete our window project they told us to expect some minor damage and likely needed paint updates due to the trim not matching the new windows. Totally expected for a project of this scale and scope. We just remodeled our home and are not new to major construction projects. However we have much more than minor damage. Almost every window has damage to the sheet rock and/or trim. In many cases crowbar or hammer damage to the window frames. The floor to our kitchen was damaged by their team during installation. Dirt, caulk, and all other sorts of leftover installation material are on the interior and exterior walls of our home. I've tried multiple times to have this issue resolved. I've spoken to both my sales rep and the installation manager. The installation manager has inspected our home 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

  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

  Customer response

  08/20/2023

  This issue has still not been fully resolved

  Business response

  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

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  When we spoke with our representative during the presentation, we made it abundantly clear that we were not ready to order until the end of 2022 or early 2023, as a personal matter would need to be taken care of first. We were assured by Stanley that our agreement would only lock in our price, and if and/or when we were ready to order the windows and install them, we would be able to call Renewal By Andersen and then proceed with the process. Again we were dealing with a personal matter that would need to have been resolved before we could move forward, and Stanley assured us that the account would be annotated. Within three months, we received several calls stating that our windows had arrived, but the ordering of the windows had not been approved. We then received phone calls from Renewal stating that we needed to schedule our installation, but ordering the windows had not been approved; therefore, no installation was needed. We were contacted by our finance company stating that Renewal 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

  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

  Customer response

  11/18/2022

  [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.  
  
  
  
   
  

• Initial Complaint

  09/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  01/25/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In June Renewal by Andersen Owned by Phil ****** installed $58,000 in sliding doors and windows at the house. One of the sliding doors was bowed and all pulled ALL the weather stripping of the door. It took three month to get the original doors BUT 7 month to replace the bowed door and the weather stripping has not been replaced so air & water can get in through side of door. They do not answer emails nor calls. I asked to have the owner call me and he does not answer. How can I get them to come back with the weather strip when we already paid the bill?

  Business response

  01/26/2022

  Mr. ***** is completely justified in his position.  His claims are accurate as well.  We are still awaiting the weatherstripping shipping information from the factory.  We have escalated this at the factory to obtain an update on a shipping ETA as well as to try and get the needed material here sooner so that we can resolve the issue quickly.  We have representatives reaching out twice a day to the factory to try and obtain an update from the factory in hopes of providing the ETA and to schedule the service.  We are truly sorry about this issue and are committed to resolve it as soon as we have the materials to complete the needed service. While this isn't the experience that we wanted to provide Mr. *****, we are focused and committed to resolve this ASAP.

  Customer response

  01/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  The problem has not been resolved.  While they change the glass panel that was bowed, it did not change the assembly frame with is bowed and no new weather stripping was installed.   Now the new panel is causing a train noise each time it opens or closes because it is scratching the frame.  We paid too much money for this doors not to work properly.  So NO THE PROBLEM HAS NOT BEEN SUCCESFULLY FIXED.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
    Cecile *****

  
  

  Business response

  02/12/2022

  The needed part has been received and the part has been installed and the issue has been resolved.

  Customer response

  03/01/2022

  [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.  

  I would like this to be documented in your web site since this company does not respond to defective materials they use after being paid
  
  
  
   

  
  

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