Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contacted the company last October because of a rotting situation on a window sill. A technician was dispatched who found some external s**** caps were missing and there was a crack in a liner piece. He indicated that the rotting issue could be caused by this, and took measurements for a replacement piece. I followed up with the company several times, receiving various excuses. Today (1/8) I received an email from **** *********, a Renewal by Andersen Service Assessment Specialist stating they "deemed that the rot did not stem from an installation related water leak." I do not agree with this conclusion by people who have not actually seen the issue.

  Customer response

  01/08/2025

  We are not the original buyers of the window in question as the previous homeowner had it installed. However, the Renewal by Anderson warranty transfers with the house so it does extend to us. In fact, they were out previously for an issue with a different window and it was covered under this warranty. I hope this answers your question.

  Customer response

  01/08/2025

  Here is the location of the office the warranty would be thru. Thanks!

  Renewal by Anderson Replacement Windows in Central North Carolina Triad
  ***************************************>Suite 101
  **********, *******;27410
  Phone
  ************

  

  Business response

  01/09/2025

  Mr. ******,
  
  Thank you for reaching out. We would be glad to arrange an in-person assessment to discuss the issue in more detail. Please expect a call from our Service Scheduling team by the end of the business day.

  Hailey

  Customer response

  01/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. I am doing so because in addition to this response, the business has also called me and set an appointment to replace the rotting window sill.

  Thank you for your assistance in resolving this issue.

  *****

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In late 2017 we met with a Renewal By Andersen sales person and ordered windows and a sliding glass door. The installation was started in January 2018. The installation was not done correctly, and the company did make some attempts to fix the issues. There are still two issues:- A safety device is missing from one window, which has causes us to fail the inspection by the Watauga County building inspector - A piece is missing from one pair of windows Unfortunately, the person from the ***************** (****, I do not have his surname) who made several repairs at our home is no longer doing that type of work. **** was wonderful to work with, and he ordered the missing part, but it was never installed. The customer service person who was assigned to my account (***** ******) was wonderful to work with in 2017 - 2019. Unfortunately, she has moved into a new position, and although she still answers the phone when I call she refuses to give me the name or number of someone who should be responsible for fixing things.Note: The services department would be happy to do the work, as long as I pay them. This is ridiculous, even though I understand that the services department needs to show a profit, I already paid $32,978.25 for the windows and I should not be paying the service department to come out and fix mistakes made during the sales and installation process.

  

  Business response

  01/08/2025

  Mr. ********,
  
  Faith and **** are no longer with the company. It does look like we attempted to contact you on October 13th, 2022 and October 18th, 2022 to discuss any outstanding concerns on the account, but we were unable to get in touch and our messages were not returned.
  I am happy to have someone in our services department reach out to you by end of business day today to discuss further.
  
  Thank you,

  Hailey

  
  

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I contracted with *** to replace windows in our home on 3/29/2024. We replaced a total of 10 windows. Eight (8) of the windows on the front of the home were changed from single windows to double slider windows. Someone came out to measure the windows on 4/5/2024. Windows arrived for installation on 6/12/2024, however, 8 front slider windows were the wrong style from what we selected . The correct windows were installed on 8/5/2024. On 9/16/2024 I reported to *** that I saw ***** spots in one of the tracks of a lower level front window, which may indicate water. A repair technician came out on 9/24/2024 and caulked around the window. On 9/26/2024 I contacted *** to inform them that the upper level window above the one I reported on 9/16/2024 must also have a water issue because water was pooling inside the wall in the bedroom. On 9/28/2024 someone came out to address the water in the wall by cutting out the sheetrock and allowing the wall to dry out. On 10/7/2024 a technician came to replace the sheetrock and mud the wall in the bedroom. On 10/15/2024 someone came to paint the bedroom wall, but stated the quality of work done on 10/7/2024 was poor quality. He turned out to be a ** manager. He didnt do any work that day but instead returned on 11/7/2024 to redo the sheetrock. He then returned on 11/22/2024 to sand and paint the wall. On 11/29/2024 I sent pictures to *** stating the work completed on 11/22/2024 was not up to par. The walls are blemished and not sanded well. I should not be able to see an outline of where the sheetrock was replaced, in my opinion. ***** from Administration contacted me on 12/4/2024 and I explained my dissatisfaction.

  

  Business response

  01/02/2025

   

  Ms. ********,

   

  We have taken all of the necessary steps on our end to eliminate the water intrusion and rectify all water damage that resulted from this issue. If you are not satisfied with the finished work, we would be happy to send another representative out to look over the area and determine next steps.

   

  Please expect a call from our service department to discuss further.

   

   

  Thank you!

   

   

   

   

   

  *****

  Customer response

  01/05/2025

   I am rejecting this response because:
  
  RBA contacted me on 12/11/2024 and scheduled a representative to come out on 1/10/2025. At that time we will determine if RBA can rectify the issue themselves or if a professional painter needs to be contacted instead.
  

• Initial Complaint

  08/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We had anderson window install new windows and doors on our house. Since then they have had to come back 6 times for repairs. They were here last week and already need to come back to fix an issue from last week along with two new issues they created. We spent $40,000 for this project. It should not require multiple repairs that are clearly installer error and poor product quality. Not to mention the lack of consistency in the install. Some windows are set two -three inches deep while others are much less causing blinds to fit inconsistently. The fact that no one except repair guys have come to follow up (at this point I would expect to see a supervisor or manager) shows how little the company cares. When I posted a complaint on ********* they called to sell us new windows.

  

  Business response

  08/14/2024

  This is not our customer.  We do not service this area.  Thank you.

  Customer response

  08/15/2024

   I am rejecting this response because:
  They are the ones that installed our windows at ******************************** 
  ********************* was our sales representative. I have spoken with The office. 
  
  

  Customer response

  08/20/2024

  I spoke with their sales person, *********************, this past week. He stated that this is the office he sells for.  See attached text pic conversation.  I also spoke with the office and the confirmed they were the ones to install our doors and windows. 
  the hose they installed at is 

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

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

  Oir names are ****** and *************************

  

  Business response

  08/21/2024

  *****************,
  
  We apologize that this has been your experience. I did confirm with the ****************** that we were able to get in touch and schedule our Coastal Production Manager to complete a job site visit today. We appreciate your flexibility in allowing us to come out same day to complete an assessment.

  Hailey

  Customer response

  08/29/2024

   I am rejecting this response because:  

  I did not receive a message prior to this one asking about complaint. The situation has yet to be resolved, but they did send some people out to plan a resolution. However we have not heard back from them about when they are coming to fix it.  Why is this closed without confirmation from me?

   

  Very annoyed that every other message has come through and I have replied but you just close it. Please post this response with my complaint. 

   

  Thank You,

   

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

  
  
  
  

  

  Business response

  08/30/2024

  *****************,
  
  It does look like service parts have been ordered for your project. The service department plans to be in contact with you today to update you with next steps.
  
  Please let us know if there are any additional questions at this time.

  Customer response

  09/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.  

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 20 Anderson replaced 14 windows in my home. The process was to take 3 to 4 days. They did it one day and in so doing damaged my house and property.in several locations. They promised to fix the damage. To date, May 15 they have not. I believe they have no intention of doing so. This is why I believe I need your help.I do intend to address the large sum of money I paid. If you could help me with this that would be great. If not I will take this up at another time.

  

  Business response

  05/16/2024

  ******************,
  
  We did reach out to you in early April to get you on the schedule for service. This service included repairing the siding and gutter guard. We offered a service date of 04/26, but you were unavailable so we put you on the calendar for 05/06. The installer who came out to your home on 05/06 confirmed that all services were complete. You did not agree, so we did send out a technician to your home today to complete a walk through with you. The technician that visited your home today confirmed that at the end of the appointment you were satisfied with the project. Please let us know if there is anything else that we can do to improve your experience.

  Thank you,

  Hailey 

  Customer response

  05/16/2024

   I am rejecting this response because:
  None of this is true. I have documents and photos to prove otherwise. This is how Anderson has treated this problem right from the start.
  
  

  Customer response

  05/29/2024

   I am rejecting this response because:

  The Tech (*******) came out and did very little. He tried his best to pass the problem along to me.

  I was just visited by his superior and he says he will send out a crew and address all my issues. How ever I have my doubts, based on some the ways he said he would do the repairs. He wants me to stop the compliant. I agreed as soon as I felt all the items were addressed.

  This would not have been possible without your help. Please stay with me until everything is complete.

   

  Sincerely

  ***

  
  
  

  
  

  

  Business response

  05/31/2024

  Good Morning,

  I understand that *********;has rectified any outstanding issues you have.  If there is anything else we can help with please let us know.

  ******

   

  Customer response

  05/31/2024

   I am rejecting this response because: **** and **** showed up and made things worse. They glued the shutters to the house. Now I have to hire a painter to paint them. **** showed me the can of paint and said he would trade it for me taking down my post with BBB. He left with the paint. **** would not remove the siding so I could examine the mistakes. He did say that you only need two nails to hold the siding and they can be in the **** This is not true. But I think he knows what is behind the siding. You need to remove several pieces of siding to examine the mistakes. **** never addressed the damaged done to my gazebo.
  
  
  

  

  Business response

  06/03/2024

  
  After the completion of the installation on March 20th, 2024, the customer signed a zero defect form and confirmed that everything was completed to their satisfaction.
  
  Once we were notified that there were a couple of items the customer was concerned about, one of our Production Managers, ****, met with the customer on May 29th, 2024 at 12pm. After a short conversation and a walk through with the customer, **** agreed to have a 3rd crew go out and paint the shutter plug heads that our technician had offered in a previous visit. The customer had concerns about damaged and/or broken nail fins on his existing siding, **** agreed to have **** and **** remove siding wherever the customer wanted it checked to prove it had been replaced. Upon this inspection the customer found 1 piece that had nail fin damage and we agreed to replace it. This was done as a goodwill gesture. The customer had painted his shutters a custom color and the plugs used were as close to a match as could be provided.
  
  We have not received any information or documentation regarding damage to the gazebo.
  
  A completion call took place on May 30th, 2024 and the customer confirmed again that everything had been completed to his satisfaction.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Deceptive advertising

  

  Business response

  05/15/2024

  Ms. *****,

  Thank you for expressing your unhappiness with a Renewal by Andersen Marketing piece.  Unfortunately, I am the Marketing Director for Renewal by Andersen of Central North Carolina.  If you could reach out to your Renewal by Andersen in ****, I know they would appreciate your feedback.  

  Thank you,

  *****

• Initial Complaint

  10/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 27, 2023 I had new windows put in my renewal by Andersen. I was well until I noticed on a large crack high on my siding as I was showing my new windows to some family members. The damage to my siding that was not there prior to the window installation. After I called renewal by Anderson, to inform them of the damage to see what can be done; they told me that they believe they were not at fault for this damage. However, I am positive that they were at fault as there was no damage prior to the installation, and the damage done is no more than 3 feet away from the window that they were working on. The damage also looks to have been done by a ladder, hitting the siding, which there was a ladder in use for that particular window.

  

  Business response

  10/24/2023

  Good Afternoon ******* Family.  Thank you for the feedback.  We have done some additional investigation and have determined that crack was not there prior to our measuring of your new windows.  While it is hard to imagine we could have caused that damage given the location in proximity to the window, we are happy to assist in replacing it.  We will be reaching out to you for follow up appointments to replace that piece of siding.  Please feel free to contact us with any further questions or concerns.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing, again, to express my deep disappointment and continued frustration with Renewal by Anderson's persistent and intrusive marketing tactics. I have reached out on multiple occasions to request that my information be removed from your marketing lists. The latest piece of communication from your company, which you dare to call a "thank you letter", is nothing short of a pathetic excuse for acknowledgement. I want to make it unequivocally clear that I have on intention of ever doing business with your company again. Moreover, I am committed to sharing my negative experiences via BBB complaints, as long as your company continues to harass me through these incessant marketing schemes. I implore you to actually take action this time and cease any further marketing attempts. Please work on your approach to improve customer relations and marketing practices. Given the $97,000+ I spent on windows/doors and the pathetic level of customer service I received for the price paid, and apparently continue to receive given your never-ending incompetence, you have a significant amount of work to do.

  

  Business response

  11/08/2023

  Ms. ******,
  
  We alerted all of our partners in January of 2023 asking them to remove you from all future communications.  I am so sorry you continued to receive marketing tactics.
  We have resent your information and will confirm with each of our partners that they have indeed removed you from their lists.
  Again, I apologize for any frustration we have caused.
  
  
  Sincerely,
  Jodie M
  Director of Marketing
  
  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had a door to door salesperson, Keith B*****, come out and give us a quote for a patio door. We told him up front we did not want a door because we could not afford monthly payments. He said we could apply for a loan that would mean we wouldn't have payments for 24 months. We applied and he congratulated us saying we were approved. He had us go onto our emails immediately and accept the loan approval and was explaining by mouth that we were signing an agreement for no payments for 24 months. He showed us the Renewal by Anderson contract and verbally explained the ***** *** (financing bank) contract that we signed with his assurances that it was 24 months of no payments. We eventually get the door installed. A month or so after installation we got a letter from ***** *** stating we had a payment coming up. Keith had previously said that RBA makes the initial payments on our behalf to GS until we start making payments after 24months so we just assumed the bill was for informational purposes. A month after that we get another bill saying we missed a payment and we're going to be charged a late fee. I call the bank and they say our contract is for 24 months free interest but that we still have monthly payments. I called RBA and they said we hadn't qualified for the no payments for 24 months and that we should have read the contract we signed with Keith. I called Keith and he said he did remember we got approved for the 24 months of no payments promotion and he wasn't sure what was going on. Now it has fallen back on us and it all being our fault because either Keith lied to us or at least misled us when going through the contract we signed in person and RBA says we should have read the contract better. But when you have a salesperson for the company going through the contract with you and supposedly explaining it to you as you go, why would I not have believed him? It is very manipulative and not okay to say that everything is our fault when your employee misled us.

  

  Business response

  09/05/2023

  Good afternoon Ms. *******,

  Let me begin by apologizing for your frustration and disappointment.  Our project consultant Keith - most certainly applied for the loan you requested at the time the application is done.  There are circumstances where ******** will approve an applicant but on a different program than requested, which seems to be the case here.  If Keith assured you that you were approved i am confident it was an oversight given both programs had ‘24 months’ as part of the offer.  The loan documents received that you approved would have clearly stated the terms.  I am sorry that this happened and wish there was something we could do to assist.  The loan approval process is not something we can influence.  If you have any other questions or concerns please feel free to contact me at ************.

  Ellen M.

  Director of Operations 

  Customer response

  09/05/2023

   I am rejecting this response because: I understand what you are saying but when Keith was was standing in front of me saying that I was approved for the loan and assuring me that everything was in order, I signed the contract. If I had been informed correctly, I would never have signed it. He brushed over the contract and rushed me to sign it and said yea this is what it says and told me click here here and here and that was it. I never had the chance to fully view anything and it was all very rushed and verbally explained but not went through as it should have been. I also never received a copy of the contract afterwards so I had no chance to cancel it or catch the mistake before the cancel period ended.
  
  
  

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 20, 2021 we entered into an agreement with Renewal by Andersen of Central NC to purchase and install 2 windows, 1 patio door and 4 miscellaneous doors. We were told the job would start in 8-16 weeks. We paid 50% down on March 24, 2021. After a few months - we tried repeatedly to reach our salesperson (Kelly S******) only to find out she was no longer with the company and the order was never placed. After numerous phone calls we were assigned a new representative (Katelin D******) who helped us get the order placed and work scheduled. After a couple of delays and follow-ups (since the work took multiple visits to complete - and we had issues like incorrect casements, incorrect parts, missing thresholds, incorrect trim, incorrect colors) - we finally had the 1 patio door and 2 windows installed (although we were still missing some hardware). This work was eventually completed on October 22, 2021 . On February 15, 2022 - I wrote a certified letter to the company filing a complaint asking when the 4 missing doors and the missing hardware would be delivered and installed - and asking for a credit of $2,500 due to both unreasonable delays and poor quality service. I never received a response. Once again we made numerous calls and a crew came out on May 20, 2022 and installed the 4 missing doors - but did not do a good job. We had the incorrect trim around the doors resulting in 2 1/4 inch gaps, thresholds were missing and calking was never completed. During the summer of 2022 we ended up hiring a contractor to complete the job at a cost of roughly $5,000. We are now receiving calls from Renewal by Andersen for payment for the job that was never completed. There are three issues: #1: We have not received a finalized invoice dictating the balance - so it is premature to collect, #2 The job was never completed costing us around $3K out of pocket to finish. #3: We expect a credit for such poor performance, time wasted, and unrealistic delays.

  

  Business response

  09/07/2023

  While we have confirmation that the work was completed in March of 2022 and a service in May of 2022 and that Mrs. R advised that her husband dealt with the finances we were never able to reach him.  There is no documentation to the assertion that they called without reaching anybody repeatedly and when we were finally able to connect they advised they had performed the work w/ another company.  We simply asked for a receipt for the work so that we can deduct it from their remaining balance and ensure that the work performed would not affect the warranty that would be in effect upon final payment and we have yet to receive such a receipt or invoice.  We have made many attempts to resolve this amicably however, there is a substantial outstanding balance that we have not been able to resolve.

  Customer response

  09/07/2023

   I am rejecting this response because:
  
  1.  The work was never completed as stated in the response.  This is why we had to bring in an independent contractor.  
  2.  We have never received an invoice for the outstanding balance.
  3.  I requested a credit due to the ridiculous delays, # of calls we had to place to get any response, and poor workmanship & stated such in a certified letter dated February 15, 2022 and never received a response.  
  4.  I do not have the receipt for the work performed by the independent contractor (was completed over a year ago)   - but we paid $3000 out of pocket to complete the job.  I told the AR rep that we may not have the receipt and also to contact me (not my wife) for further discussions if needed (call was recorded).
  
  I expect a credit of $3000 for our out of pocket expenses to complete the work and $2500 for the inconvenience we faced and a final invoice reflecting these credits.  This was outlined clearly in our complaint:

  There are three issues: #1: We have not received a finalized invoice dictating the balance - so it is premature to collect, #2 The job was never completed costing us around $3K out of pocket to finish. #3: We expect a credit for such poor performance, time wasted, and unrealistic delays.

   

   

  

  Business response

  09/15/2023

  We would be happy to discuss these request – but we do not believe it is reasonable for us to reimburse you for out of pocket expenses when you aren’t able to provide us an invoice for furnished labor.  We have been and remain willing to do any service work remaining once this is resolved.

  Customer response

  09/27/2023

   I am rejecting this response because:
  

  Hi ******* -

   

  Understood – then I need continuance for lack of invoice and failure to complete the job (requiring out of pocket expenses to finish).

   

  I am simply trying to avoid litigation.

   

  Thanks in advance,

  *****

   

   

   

  
  

  

  Business response

  10/05/2023

  There is no ongoing litigation that would require a continuance.  We will send a revised invoice for the current balance.  As discussed, we will need invoices and or receipts for service work completed in order for us to be able to adjust and to ensure the pending warranty has not been impacted by the work done via an outside party.

  Customer response

  10/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  The company, however, has not accepted the fact that the job was never completed & has made no effort to compensate for unrealistic delays, shoddy workmanship, and poor customer service.  I will continue to make others aware of our experiences. 

*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. ↩