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:01/12/2025

  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.

  Ordered 11/19/2020, Was supposed to be completed 3/25/2021. We want our windows not to have ice build up inside, not to have to put plastic on the outside to prevent ice and the wood finish from rotting. Also, to prevent air leaks we are adding ****** *** to help cold air from coming in. We can feel cold air more if plastic is not put on. We want the Bay window checked to make sure there is a good amount of insultation inside the outside bottom molding and ALL the trim inside and out to be fixed and replaced. Some interior trim is just hanging loose. Some of the sliders need to be taken apart and more insulation and adjustments, removing trim and removing the old adhesive and cut the correct trim size. We have had a number of people who were supposed to be professionals and were not! We want our windows to be able to withstand the weather, operate correctly. We are very dissatisfied with this company and wish we would not have gotten them! We have pictures and notes from every visit from them, 2021 to present.

  

  Business Response

  Date: 02/18/2025

  From our Service & Warranty Manager, ***** ******:

   

  I spoke with ******* today and all the listed items on the complaint are not currently occurring, he was referring to the original install in 2021 which all have been resolved since. He did make a statement about the trim being loose and nail holes being present that he didnt like, but when I tried to address the trim issue and the exact issue, he was having was he wants all the trim taken off and all the windows and bay reinsulated. We did this back in May of 2024 already and all windows are installed properly and have no issues with insulation.

   

  I also addressed the incorrect shingles issue with him, and I relayed to him he would need to source the original shingles that were on the bay roof because we were told by all companies that that exact shingle was discontinued. He stated he would drive out there today and get them but wouldnt provide a name and/or phone number for me to call and place an order so I will wait to hear from him on that.

   

  I also offered a visit to him to fix the trim and double check that one window to ensure there was insulation, and he said he needed to wait for his wife to return from ******* and he only wanted us to come when it was really cold or negative degrees outside because thats the only time the icing on his windows is occurring. I tried to inform him of condensation/humidity issue that is occurring and that is the cause of the icing/condensation on his windows because his humidity is at 50-55% and he refused to acknowledge that and insists that it is happening because the windows are failing to perform, and the installation was not done correctly.

   

  At which point I told ******* to please call back once he spoke with his wife about a date we could come out and ensure the trim is not falling off and there is no air coming thru any of the windows. He said he would call, and his wife would send pictures when shes back from ******* but at this time refused to schedule a visit with me.

   

  Please let me know if there are any further questions.

  Customer Answer

  Date: 02/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have sent a recent picture of a bedroom window that was supposed to be fixed.  I sent the picture to ***** ****** at **********************************************************************************************************.  I have more pictures from December 2024 and January 2025.  Is there a way to send them besides this form?  The pictures show icing and humidity.  Izzy has been monitoring the humity and it has been between 24 - 30%, lower on cold days.  Ceiling fans are running constantly.  We put plastic on bedroom window and kitchen outside, to try and keep cold out.  These windows were not insulated properly.   When the rba team came out the last time, they refused to reinsulate the bay window.  

  No a good exerience.  I wish we never would have gotten these windows! 

  Please advise if I can send pictures through texting?
  
  Regards,
  
  ******* J And ****** R *******

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  Izzy went to *****************************,  *************************************************************, ************ , Fax: ************, and got the invoice from them for the shingles that were put on our roof by ******* ********* back in May of 2017.  The shingles are Landmark, ********** Gray, item: 3L30GEG.  The color on the bay window that RBA put on was black.  It needs to match the house roof.  The shingles cannot be put on during the Winter.  It needs to be a very warm day for the shingles to seal properly.  

  When RBA came to redo the bay window in May 2024, nothing was done on the outside.  Izzy has pictures of them back in November 9, 2022, they remetaled it out, put a different roof on  and glued metal on, no foam around the window.  Izzy was outside watching them.   RBA put bent metal  on outside, but no  foam insultation inside where window is butted together.  I will send you a picture of the picture of the outside of bay window.

  
  

  I am having surgery next week, but they can call and set up a time to come out to the property to observe the issues.  But they should not put the shingles on at this time, since it is too cold to properly seal.  That needs to wait until it is very warm outside.

  **SEE ATTACHED PHOTOS**

  
  Regards,
  
  ******* J And ****** R *******

  Customer Answer

  Date: 02/24/2025

  I have a jury summons for jury duty the week of March 4, 2025 through March 14, 2025.  If RBA want to schedule a appointment, these dates need to be  avoilded.

  
  

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Pthe week of may 12th through  May 16th, 2025 we are available  to be home.type your response here.]
  
  Regards,
  
  ******* J And ****** R *******

  Customer Answer

  Date: 04/07/2025

  RBA called today and made a date to come out here on May 12th, 9am.  The lady Izzy spoke with said they did not receive the pictures you forward to them.  

  Also, in case they did not get where RBA can get the shingles to match our roof, would you pass along the company is - The Address is **** Building Supplies, 1802 E 4^th St., **********, **, ************,  Fax: ************.  The item# is 3L30GEG, Landmark, Georgetown Gray.  Izzy when out there on 2/07/2025, so it is not outdated.

• Initial Complaint

  Date:09/13/2024

  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.

  Paid for insured professional window replacement product and service. Windows installed. Was told that install would take 2 days, worksite would be cleaned up, windows would be custom fit same size replacements, and personal property would not be harmed. Job took 6 days, worksite was not completely cleaned up, and we received thousands of dollars of personal property damage. Windows that were installed were supposed to be custom built to fit same size replacements, instead received smaller windows reducing the window area of home without architect approval. Would like refund or reinstall by a qualified contractor and personal property damage paid.

  

  Business Response

  Date: 10/21/2024

  To Whom it May Concern:

  The customers project was originally scheduled for 2 days 8/5-8/6 but we needed one additional day to wrap everything up which we went back out on 8/10 to complete so 3 total days, not 6 as stated by the customer.  Although we would have loved to complete the job in 2 days or less, that wasnt possible considering the circumstances. 

  The customer ordered his ********************* to be installed as inserts which involves keeping the original framework in tack and installing the new unit inside of the old. With this method, glass loss did occur and theres no way we can avoid it with this type of installation.  We did communicate this on 4 separate occasions: during the design process (time order was placed), our welcome call where we reviewed the contract with this customer, our technical measure where an installation professional verifies measurements with homeowner along with scope of work to be completed, and also included as part of his contract to which he signed off on (See page 13/28 in attached contract).

  Insert installations account for roughly 70+% of our installations.  There is no architect approval needed as we are not changing the structural integrity in any which way. 

  The personal property damage that hes referring to was damage caused to a rifle hanging on the wall where we were installing windows.  Apparently a book had fell off a shelve hitting the gun and causing damaged.  We feel sympathetic to the damage but had advised him on several occasions to take down any valuables on the wall or near the work that was taking place.  See page 11/28 of attached contract under Pre-Installation Preparation where this was stated and acknowledged with a signature.  This also was mentioned during our initial welcome call from our Concierge department.  Additionally, Ive attached pictures we took of post it notes on the wall where this occurred. 

  It has always been our goal to keep our customers well informed of what to expect come installation day and any preparation they need to do prior to us arriving.  In this situation, it was no different so something we arent in a position to compensate for them nor refund them their entire contract amount as listed in the complaint. 

  Should you have further questions, please dont hesitate to reach out.

  Customer Answer

  Date: 10/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ******* ******-*****

  

  Business Response

  Date: 10/31/2024

  **SEE ATTACHED DOCUMENT**

  Customer Answer

  Date: 11/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please see attachment for response.
  
  Regards,
  
  ******* ******-*****

• Initial Complaint

  Date:07/30/2024

  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.

  * 3/18/2024 salesperson/consultant came to my house, and I asked for price on an "inside wood" sliding patio door. We discussed this and was told that is the most expensive door but it could be done, but they were able to give me a discount. I went ahead and agreed to this arangement for a "full wood sliding patio door" at the price discussed. I signed an agreement using a digital pad that was given to me and paid for half of the door that day. There was no paper contract with any detail, so I was also told that I would recieve a copy of the signed agreement two days after. This was very important because there is only a 3 day window to cancel and I was not given any written detail of the purchase. This signed contract was sent to me until 7/19/2024, 4 months after I was told I would receive this. A door was installed 05/31/2024, it was a "Vinyl-Clad Wood Frame" (according to the sticker on the door) which was not the type that I had discussed with the sales person. After seeing the mistake I immediatly called the sales person and got no answer. I then called the company the following day and was assured that the mistake would be rectified. I was told the sales consulant was not in the country but he would reach back asap. I did not recieve any communication from the sales consultant until 7/3/2024. When we got in contact he came over and said he would "look into this and talk to managment" and would not give a price for the door that was installed. He said he would come back on 7/5/2024 and give more detail on the price, he never came. He then called a week later and said I should pay for the other half. A few weeks later on 7/19/2024 I finally recieved a copy of the "signed" contract which included some detail on the purchase. Nothing in the purchase detail described a wood finish (see attachment). There was a personal note from the salesman asking for the second half of the payment and it seems my questioning and complaints were overlooked entierly.

  Customer Answer

  Date: 08/08/2024

  [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. 

  Consumer was contacted by the business and the issue was resolved. 
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  Date:07/23/2024

  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.

  Had windows and patio doors replace week of 9/25/23. when project was completed, we went through with ****, the installer, and every window was scratched, scuffed or pitted. And outside trim around windows was wrong color. *****, on 10/18/23 and then **** on 11/2/23, project managers, came and checked out the situation. A warranty claim was finally started. Still waiting for replacement windows and doors. I've talked to **** ***** ******* (concierges) and ******* (concierge manager). Now ******* a warranty specialist. I've also talked to a Mr. ***** on installation dates. Had dates scheduled. They had a crew come on 2/23/24 with only 4 windows and they were supposed to have been inspected and weren't. They had same scuff marks as the ones that are already in. We are on round 5. Windows have failed 4 times already. Through this whole process I feel the company is blowing me off. I've been playing phone tag with these individuals for months. I called ******* on 6/28/24 in the am, no answer. The message said she'd return calls within 2 business days. On 7/2/24 in the afternoon I called back of course in answer. And now the message says she'll call back in 5 to 7 business days. ******* did call back on the 3rd. Some windows done, some are on back order and the patio doors are not ready yet. She told me sometime mid-July. We'll cross our fingers! Was her comment. Still waiting...

  

  Business Response

  Date: 08/06/2024

  We have been in contact with this customer as needed throughout their entire project.  Unfortunately, some of the products have come in with manufacturing defects that hasnt met our standards and/or the customers.  We have set forth expectations to remedy by reordering and have updated them along the way including after this complaint.  We remain committed to completing the project to their satisfaction.

  Customer Answer

  Date: 08/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Yes, they have been in contact with us, but they call and tell us they will have someone call us and then they leave us hanging waiting for a call. We were told last week we'd get a call in two days to schedule an install for the first week of August. And no call as of today so far. We feel we keep getting a run around. We own a duplex and have renters. We need to inform them of new install also. We keep getting false hopes of getting these windows and door replaced. Very dissatisfied with RBA. As far as we're concerned, they are putting a lot of false advertisement out there. We thought we were getting a good product from a good company. They have proved us wrong. 

  [Please type your response here.]
  
  Regards,
  
  Gene And **** *******

  Customer Answer

  Date: 09/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  We are happy that we finally have dates for replacement. We went all last winter with our patio doors not sealing and heat escaping. But have not received a response on whether we would get some sort of refund for our loss.
  Regards,
  
  Gene And **** *******

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Just want it noted that we are completely dissatisfied with the overall quality of the service and windows. And through the whole process ******* kept bringing up a refund of some sort and we haven't heard no more about it since the windows were scheduled for a replacement. We went all winter with frost on our doors because they didn't seal properly.

  
  Regards,
  
  Gene And **** *******

• Initial Complaint

  Date:06/27/2024

  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.

  This letter is for the customer service group at ******** Doors.Let me start out by giving you our names. *** and ***************************, ***************************************************On August 5th, 2020 we purchased a French Patio Door from Renewal by ********. After the door was on for approximately 4 months we could barely get it locked. Renewal came over and adjusted the door but said we needed to replace the door.This went on for the next 3 years with 3 replacement doors. The last time they were at our house(apox. 8 months ago) I was telling the service person how I had adjusted the door with the tool one of their service people gave me and showed me how to make adjustments. A short time later I received a call from their service manager and was told that because I adjusted the door myself that the warranty was now taken off of our door. The service person would not listen to what I had to say and hung up on me. We recently decided to purchase replacement windows for our home and as much as I like ******** products The last place I would buy them would be from Renewal. They boast about their fine service but we feel like we were treated very poorly. I recently had another window company come over for an estimate, and while here their service person looked at our door and told me how to remedy the problem. So after Renewal put 3 different doors on our house they didn't know how to fix our problem. We found out that all wood doors in Wisconsin will warp somewhat, and by applying a little grease on the dead bolts latches the door works just fine.

  

  Business Response

  Date: 07/01/2024

  Business states this issue has been resolved.

• Initial Complaint

  Date:06/11/2024

  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.

  Renewal by ******** has been sending us mail on a regular basis for years, even though we are on a do not contact list and also NEVER did business with them. I called them about 2 months ago to take me off of their distribution list, but yesterday we got another flyer from them.Also, what I found concerning is that they state on their message that by calling them and talking to a representative you give them permission to be contacted even if you are on the Do not contact list. I called them in order to be removed from their distribution list, but pretty much had to give them permission to continue contacting me. I don't this is is fair and nor sound from the legal perspective and should be looked into.

  

  Business Response

  Date: 06/18/2024

  ************************* recently left a complaint on our Milwaukee location regarding us mailing and calling him. I have confirmed that he has been removed from our mail, call, email, and texts lists. He should not be contacted anymore.

  
  

• Initial Complaint

  Date:03/27/2024

  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.

  We had windows in stalled throughout our entire second story and one on the main level in the summer of 23. We have had a couple of issues and they have all been addressed. However one of our kids windows leaked water into the room this past rain storm. We had a tech come out and look and he found that the cedar board that the window is installed to is rotten. This is about 20+ feet from the ground floor and you can't tell the wood is rotten from the ground. The tech did add patch so the leaking would stop for now. He recommended that the cedar get replaced. I called the service department back to understand if that is something that should have been caught and brought to my attention at the time of install. They agreed that the installer should have told me and given me the opportunity to get it replaced so they weren't installing new windows onto rotten wood which would cause damage to the house and window. They also mentioned that in the before/after pictures it was obvious to them that the wood was bad. Did no one have any integrity to tell me and give me the opportunity to fix? They did say that they assume the installer assumed I new about it and just installed. I have asked to talk to a manager as I am very disappointed that this type of installation is allowed and the service rep has said it is what it is. I am still waiting for a manager to call me back to discuss.

  

  Business Response

  Date: 04/08/2024

  It is company policy that the installers are not required to point out issues with the home to homeowners, since we do not want to hold ourselves liable for giving out advice about other issues in the home that dont pertain to our product. Because our installers are only trained in window and door installation, they are not experts on other issues related to home improvement.

  We have spoken on the phone with the customer regarding the situation to try and explain that our team has no way of knowing the root cause of the leaking, and recommended that he bring out a siding company to look at the rotten wood in his home to see where the water is coming in from.

  Customer Answer

  Date: 04/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I understand your policy and think it is a policy that companies with no integrity would take. This piece of wood that was rotten is directly connected to the window and isn't actually the sidding it is part of the trim for the window. This company has no integrity and doesn't actually care about the customer.
  
  Regards,
  
  *****************

• Initial Complaint

  Date:08/15/2023

  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.

  Window install, 2018 for the amount of $9812.00. Windows and installing problems from time of installment. Windows were replaced in 2021. Continued leaking and install problems. Rep ********************* has informed us installation warranty has run out. We are left with problematic windows. Company has been out numerous time and have yet resolved on going issues. A service rep was here and told my husband the best way to fix problem Windows was to remove them and start install over.

  

  Business Response

  Date: 08/29/2023

  **SEE ATTACHED DOCUMENT**

  Customer Answer

  Date: 09/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I would like to respond to the letter from **********************

  
  

  Yes, RBA came several times to "repair" and address our window installation.  Each time something was  found to be defective and tweaks were made. We were assured each time that the problems were taken care of. But we still have windows that leak air and fog up. If we wanted those problems we would have kept the old windows and saved our selves a lot of money and irritation.

  
  

  We made notes and records of all calls, correspondence and pictures we have had with RBA for the last 6 years.

  
  

  Addressing the blower test and thermal imaging test that were conducted , we have a few questions. **************did thermal imaging test on windows that are above registers and the furnace was running that day. So not sure how that would be accurate. ************ also did blower test using a lighter and yes has a picture-- this test was done on a windless day Dec 13,  2021.Again not sure how accurate that was.  *****, **** and *************************** video taped a match test on windows, all those matches were immediately blown out. Video should have been submitted to RBA by **************  So how can RBA confidently claim the windows passed those testings?

  
  

  Yes, ************, RBA's **** ************* her responses were all over the place and confusing. We were told and given info from ***** that condensation was the cause, then it was convection and then it was the placement of the windows on our house that caused these problems. Two of the techs that came to our house claimed to never have heard of convection problems. Todd  the tech did a humidity level test on our home and numbers came back within normal range.  We do not understand why only the windows installed by RBA have these issues. Each time a new technician came out we were told different theories, none were ever the same.

  
  

  We believe we have been more than patient with this company. In  the 6 years we have been left with spray insulation on our painted walls, curtains with holes, chipped wood trim and leaky windows 

  
  

  The last technician that came to the house said the only way to fix this problem would be to totally take windows out and start install all over. 

  
  

  All we really want is for the windows to be properly installed and leak free. I'm sure no one at RBA would  want to have poorly installed windows in their personal homes. 

  
  

  If we can not have the leaks fixed then we would expect a full refund. 

  
  

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

  

  Business Response

  Date: 09/14/2023

  **SEE ATTACHED DOCUMENT**

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  Thanks RBA for the further information regarding our concerns. However, could you please explain why only 2 of the 5 windows have this so called "convection" issue? Then could you explain if you are confident the issues with our windows is nothing more than  "convection", why the technician made adjustments to the windows EVERY TIME they came to the house?

  Regarding the cosmetic complaints, they were indeed done by RBA technician while doing their multiple tweaks to windows installed by Packerland.

  RBA installed the 2 new bay windows in 2021 so wouldn't the install warranty, (which is now past the time frame) be RBAs responsibility and not Packerland?

  In closing, it's obvious that RBA will not address anymore of our install issues. So be it. We will NEVER refer this company to any of our family, friends or neighbors. We will not be afraid to share  our experience with such a poorly run company. 

  If I were the president of ******** windows I wouldn't not want this company attached to my business.

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

  Customer Answer

  Date: 10/13/2023

  **SEE ATTACHED DOCUMENT**

• Initial Complaint

  Date:06/08/2023

  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.

  I contacted "Renewal by ********" to obtain a replacement windows quote. ************************* met with my ******** at our home 4/27/23 & discussed window types & pricing. We settled on 4 windows totaling about $13,500 plus or minus. *** had us file a loan appl. We received what *** described as a high credit limit, much higher than the job and could add more to the order. We then entered our names into the apple machine for the contract. We were advised that the contract would be sent. *** then told us how the financing worked and said something about the first draw would be issued and not to worry about it, as it was just something that was done. Later I found out it was a 50% draw off the job total- if I had been told this, I would have known the contract cost was not $13,500.After some days passed and I found no record of getting the paperwork from ***, I called him & requested another copy (I might have said invoice referring to the purchase price) and the price for two additional windows that were the same sizes as the bedroom windows. I told him the measuring person would be here in the next few days & if the price was right, we could add those to the order. Again, I did not receive the cost/descriptor window information of the job. When the measuring fella came I did ask him if he could provide this, he said no, and he referred me back to *******On 6/5/23 I emailed & called *** asking for invoice info job. I did not know that *** would look at the request as something other than job costs/descriptors of products. He provided *************************, Accounting ********** emailed a contract which had all of the job #'s which disagreed with the $13500 job number agreed to during the day of the sale. I called ****** back within minutes of the email & stated the #'s were wrong. She said to call ***. I did & also spoke with ********* supervisor. Nether budded. I want the job cancelled w/o penalty. I called to cancel within minutes of reading the contract.

  Customer Answer

  Date: 06/26/2023

  This is the first contract that I opened.  I'm sure other contracts made it to my spam folder, but at the time I was looking for "Renewal by ********" name and/or letterhead to show up someplace in the heading listed in the spam folder.  I obtained many sales ad from them coming through in my Inbox.

  
  

  

  Business Response

  Date: 06/30/2023

  To whom it may concern:

   

  In regard to *********************** complaint against Renewal by Andersen of Greater WIbelow is a forwarded email message from ***, the sales representative mentioned, proving that he provided a copy of the contract to ********************* on the day that the contract was signed (April 27). If the actual email is desired, we can forward the original email over.  Our Renewal by Andersen team is not able to alter pricing or dates after the fact, so we have attached the contract that ********************* signed, outlining the accurate final price, and dated April 27. Our sales team has made calls to try and address the situation. ********************* sent over a cancellation form outside of the three day cancellation window, but insists that because the date written on the form is within the three day period, that we must honor it. Unfortunately, we are unable to.

   

  Begin forwarded message:

  From: ************************* <************************************>
  Date: April 27, 2023 at 12:51:19 PM CDT
  Subject: Agreement Confirmation for **** & *********************

  Thank you for your business. It has been a privilege to assist you with your replacement project. If there is anything else I can do for you, or if you are in need of any future service, please do not hesitate to contact me, or the company, using the contact information listed in the attached agreement.
  
  Thank you again for your purchase. I'm confident you will love your new Renewal by Andersen products for years to come.
  
  *************************
  *************
  
  If you are unable to view a PDF please use the link below:
  *****************************

   

  
  

  Customer Answer

  Date: 07/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The business did not provide me with instructions that I was signing a blank contract when the salesman requested that my wife and I were entering our names into his Apple devise.  There is an approximate unexplained $5,000 increase between the price we agreed to (approximately $13,500) and the completed contract price of $18,433.)  We were also to have been given large discounts off of list prices. 

  If the contract was not blank and was complete, why was the contract not provided or shown to us to view prior to our signatures.  We were also told that we were getting % discount reductions from their list prices, why were we not provided a copy of list prices to verify the discount provided.  I was told that a contract would be provided to us in a timely manner, but the salesman did not verify this.  It came through in a spam folder in a manner that I did not understand.  I made numerous attempts to get the contract.  Once I finally spoke with the firm's Accounts Payable Clerk, who assisted me, I was provided a contract and saw the distorted numbers.  I immediately told her the contract contained erroneous numbers.  Using the date that I first viewed the contract, I also sent a timely cancellation notice.  

  The salesman took advantage of my wife and my naiveness.  The cancelation notice that I faxed to the business should be used as a valid/timely cancelation of the contract.   
  
  Regards,
  
  *********************

• Initial Complaint

  Date:05/31/2023

  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.

  I am not writing this to admonish the service or the service department they are very good and are only doing their job. The manufacturer of the windows seems to have lost all quality control and uses excuses as a way to ***** their duty to rectify issues. All windows are affected as shown in the pictures. We would have been better off with less expensive windows that other people we know have used and they have no moisture or icing problems. Even the windows that we replaced did not have icing or frost issues. We purchased Renewal by Andersen Fibrex casement windows for our entire home (18 windows total in 11 openings) to the cost of ~$40,000.00. We were told and promised when we purchased them that we may have moisture but never ice or frost. Never believe what they tell you, get it in writing. We have had them out multiple times. They have replaced the sash seals; they replaced every window one time. Two windows have been replaced twice one due to severe bowing and the other being put together backwards the first time. After all windows were replaced, the icing, frost and cold air was still present and was actually worse. Then we were told that replacement of the seals around the windows themselves may fix the problem as they had new information from the company. When service arrived today to replace the bowed window and supposedly replace all seals as indicated from a service call in March, they replaced that window but none of the seals on any of the windows because they indicated there was nothing wrong with the seals (per being within parameters). They blamed it on the humidity in the house during Winter and that the humidity needs to be 20 or lower when the temp is below 0. How is that even possible besides that low of humidity it is not even healthy? The lowest we can get it is 35. Perhaps Renewal by Andersen should not sell their windows in the Northern climates.

  

  Business Response

  Date: 06/02/2023

  To Whom it May ************** style="color: rgb(34, 34, 34); margin: 0px; font-size: small; font-family: Arial, Helvetica, sans-serif;"> 

  Thank you for bringing ***************************** concerns to our attention.  As with any customer, we take their feedback very seriously.  After receiving this notification, our Service Manager reached out and spoke to ******* on 5/31 about her concerns as we were just there this past week to replace the seals.  This new service procedure was recently recommended to us by the manufacturer, Renewal by Andersen, as the original seals had shrunk and is the likely cause of excess air infiltration which can lead to additional moisture build up. 

   

  ******* agreed that there is no need to do further service procedures with the hopes this brings the seals together and stops any excess air infiltration.  We also talked through with her how condensation forms and that its a normal occurrence if the interior and exterior conditions are right.  Additionally, we sent a follow up email with supporting documents included for her reference.  Proactively, our Service team has set a follow up in early November for us to schedule a time to confirm all the seals are still within tolerance. 

   

  We confirmed that all her units are working smoothly and do not need further attention at this time.  If there are any additional questions or concerns, please let us know. 

  Customer Answer

  Date: 06/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The response seems to indicate that the window seals were replaced during their last visit.  This was not the case.  They said that the seals seemed to be good and did not need to be replaced.  However, a follow up visit would be done in late October to review the seals and if they need replacing.  I did agree to the follow up but not that they replaced the seals which is what we were told was recommended by *******.  

  "After receiving this notification, our Service Manager reached out and spoke to ******* on 5/31 about her concerns as we were just there this past week to replace the seals.  This new service procedure was recently recommended to us by the manufacturer, Renewal by Andersen, as the original seals had shrunk and is the likely cause of excess air infiltration which can lead to additional moisture build up. "
  
  Regards,
  
  *****************************************

  

  Business Response

  Date: 06/19/2023

  To Whom it May ************** style="color: rgb(34, 34, 34); margin: 0px; font-size: small; font-family: Arial, Helvetica, sans-serif;"> 

  Thank you for bringing ***************************** concerns to our attention.  As with any customer, we take their feedback very seriously.  After receiving this notification, our Service Manager reached out and spoke to ******* on 5/31 about her concerns as we were just there this past week to replace the seals.  This new service procedure was recently recommended to us by the manufacturer, Renewal by Andersen, as the original seals had shrunk and is the likely cause of excess air infiltration which can lead to additional moisture build up. 

   

  ******* agreed that there is no need to do further service procedures with the hopes this brings the seals together and stops any excess air infiltration.  We also talked through with her how condensation forms and that its a normal occurrence if the interior and exterior conditions are right.  Additionally, we sent a follow up email with supporting documents included for her reference.  Proactively, our Service team has set a follow up in early November for us to schedule a time to confirm all the seals are still within tolerance. 

   

  We confirmed that all her units are working smoothly and do not need further attention at this time.  If there are any additional questions or concerns, please let us know. 

  Customer Answer

  Date: 06/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This response is the same as the one on June 2, 2023.  While I look forward to having them come out in October to check the seals again for shrinkage, they did NOT replace the seals on their last visit which the response seems to indicate.  Their service techs told us that original seals seemed to be good and did not need to be replaced.  However, a follow up visit would be done in late October to review the seals and if they need replacing.  I did agree to the follow up but not that they replaced the seals which is what we were told was recommended by the mfg. 

  Here is what they said:
  "After receiving this notification, our Service Manager reached out and spoke to ******* on 5/31 about her concerns as we were just there this past week to replace the seals.  This new service procedure was recently recommended to us by the manufacturer, Renewal by Andersen, as the original seals had shrunk and is the likely cause of excess air infiltration which can lead to additional moisture build up."

  I look forward to their visit in October to see if the seals have shrunk and if they need replacement as recommended by the manufacturer.  I am disappointed that we were told that while there may be moisture on the windows due to condensation, these windows would never have frost or ice and yet, that is where we are.  These windows are promoted pretty much like they are the best out there, I do not find this to be the case at this time. 

  I have attached additional pics from last Winter for other windows.  Every window had this type of issue to some degree.  We also explained to them that you can feel cold air coming in from the locking mechanisms on some windows and around the windows.  So something, at least to me, seems to indicate that air is getting in.  

  Regards,
  

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