Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/19/2023

  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.

  purchased 16 windows in October 2022, after they were installed we noticed that the sash joints had gaps. I called service and they kept referring to an issue that we had with a warped screen. They send a crew out to take pictures and the crews agreed they were very bad. They fixed the issue with the screen but not the sashes. Called them again and they send another crew out to take pictures and they also agreed that the windows were flawed. When I talked to customer service, they said it wasn't covered under warranty, (even though there is a 20 year warranty) but they would replace 5 as a goodwill gesture. We feel they should have send someone out in person to assess the damage not go by pictures. Also have no idea how they chose which ones they were replacing because they were not the worse ones. also had several mis communications with them.When the installer came to to put in the new windows he put a big ***** in 2 of the windows and then tried to say they were already there.The customer service was horrible.

  

  Business Response

  Date: 05/25/2023

  To Whom it May ************** style="color: rgb(34, 34, 34); margin-top: 0px; margin-bottom: 1rem; font-size: small; font-family: Arial, Helvetica, sans-serif;">

  Thank you for reaching out about the concern our customer ************************* had with the ********************* we installed in her home.  We take any feedback like this seriously and have been diligent in addressing the concerns brought forth.  After the initial installation, we were notified by the Customer that some of the sash joints were misaligned.  We did make a visit to assess and take pictures to submit to the manufacturer, Renewal by Andersen, for a warranty claim.  Upon their review, they determined there were some of the sashes that were considered to be a manufacturing defect and therefore willing to replace these sashes at no cost to the customer.  The sashes that didnt get replaced were ones that were within tolerance and not covered under the warranty.  As per the warranty, Renewal by Andersen, under their sole discretion, are the ones who determine if the warranty claim is valid and if so, can choose to have them repaired or replaced.  In this case, the claims that were deemed valid were replaced.  Prior to replacing the units, Window Solutions **** (DBA Renewal by Andersen of Greater WI) dropped off the new sashes per the customer request so they could be stained prior to being installed. These units were delivered unopened and still in the box.  The ***** that was referenced appeared to be from handling the sash, was brought to our attention before reinstalling but wouldnt be covered under warranty as this would have happened after the units were unpackaged, possibly during the staining process that was completed by the customer.  The Customer still has a full warranty in place that we remain committed to honoring, all of which has been unaffected by anything stated here.       

  Customer Answer

  Date: 05/28/2023

  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

  If the gouges would have been there when they arrived, we would have called you and not stained them. You could see little pieces of wood on the sill that day. Plus the installer admitted it to me when I first told him.

  You also told me that none of the windows were coved under warranty but you would replace the 5 worse as a goodwill gesture, which is different than what you are saying now.@ of the worse windows were not replaced and both of the crews that you send to look at them thought they were definitely not acceptable.

  You advertise the best customer experience and this has been the worse experience I have dealt with.
  
  Regards,
  
  *************************

  

  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;"> 

  After receiving this additional notification, our Service Manager reached out and spoke to ***** on 6/2 about her concerns.  We agreed to make another attempt with the manufacturer, Renewal by Andersen, to try to get replacement sashes approved for reorder.  We are bound to the manufacturers warranty coverage and procedures for approval.  Initially, they stated these sashes were within tolerance and therefore the claim was denied.  We will do everything we can with them to get more approved but ultimately, its the manufacturers sole decision.  ***** agreed to send a list of the other sashes to us that she believes should be replaced so we can turn them over to Renewal by Andersen.

   

  With respect to the ***** on one of the sashes, ***** sent a picture to us showing this.  To this point, ***** has claimed we damaged the window while handling it.  Our Service Technician who replaced this unit has also confirmed this was visible before he installed it.  After reviewing the picture, however, it appears that the responsibility may not be the cause of either one of us, rather the manufacturer.  To us, it appears there may have been some residue left on the wood interior from manufacturing which can then cause the stain not to set properly.  If that is the case, this would be covered under warranty.  We will be sending this to Renewal by Andersen for approval today, 6/2/23. 

   

  If there are any additional questions or concerns, please let us know as we are here to ensure ******* is happy with the end result.    

• Initial Complaint

  Date:09/29/2022

  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 September 6th, 2022 we had 2 windows and a patio door installed. On the day of the installation, the installer encountered a problem with the patio door. The outside panel of the door was bowed out and so it wouldn't close properly, and our screen door was damaged. He put these things in his notes at the end and gave us the impression that both would be replaced. A couple days later, their follow up people called us and said that the screen door would be replaced, it would take about 8 weeks, but the other door wouldn't because it was within their tolerances. They said it might take a couple weeks for it to "settle" with the house and then it should be fine. We waited 3 weeks and 2 days, and nothing has changed. The door still doesn't close in the manner it should. We have to do this work around where you push in a certain spot on the back part to get it to close all the way. So I called again, and they told me they would send out a tech to adjust it, but the soonest they can get someone here is two and a half weeks out. So this is very frustrating to me. We bought a brand new door, that doesn't close properly! We have an elderly parent that lives with us, that lets his dog out this door several times throughout the day and he is not able to close it. Which means that the door sits open until we come home to close it. It will be one day short of 6 weeks, before they plan to come out and "adjust it". I don't think it's too much to expect them to come out and make the adjustment sooner than that so we can close our door because I'm not confident that will work. So if they have to replace it, it would be another "8 weeks" for that. With the weather getting colder we cannot afford for our door not to be closed.

  

  Business Response

  Date: 10/27/2022

  Business states this issue has been resolved.