Complaints

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Plastic tracks are bowed or warped which prevent windows from opening or closing! I have been trying to get them to repair or replace the windows for nearly a year and a half. After numerous visits by technicians and numerous promises by them to schedule and fix the problems, they have yet to even attempt to repair or replace the windows.

  

  Business response

  08/11/2023

  Hello, we are very sorry for your frustration.  It appears we have just received the service materials this week.  We will have someone contact you to schedule the needed work as soon as possible.
  

  Customer response

  08/12/2023

   I am rejecting this response because:
  This is just their latest promise to repair my windows.  They have made this exact same promise at least 7 times over the past 1-1/4 yrs.  While I have little doubt that they will not do what they have just promised, I will wait for one more week to hear from them and what they plan to do.  If the problem is not immediately resolved (within two weeks thereafter) I would expect BBB to act swiftly on our behalf.  Thanks you.
  
  

  Customer response

  08/21/2023

   I am rejecting this response because:  

  Despite their promise to do some of the business, never called me to schedule an appointment to make the repairs. They have also not done the repairs. So basically, the response to my complaint was a total lie or total incompetence.  Please reopen the case.

  Sent from my iPhone

  ******* ******** 

  
  
  
  

  

  Business response

  08/23/2023

  Mr. ********,

  
  We received the parts to complete the job, and unfortunately, they were damaged upon arrival at our warehouse. We have re-ordered the parts needed and are waiting on a new arrival date. We will contact you to schedule once the new parts arrive. 
  Once again, we apologize for any inconvenience this may have caused and appreciate your patience and understanding.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan. 6th 2023, my wife and I signed a contract with Renewal by Anderson (RBA). One door for over $8,000. The sales lady said it “would be no ore than 6 months, but likely closer to 4 months.” The stated RBA told her she had to say 6 months but it wouldn’t be. I made sure to ask how long because supply issues in 2022 after covid were tough. I wanted to be the rain season which has now descended on us and I have a door that was suppose to be replaced months ago. During this time, they’d call me and I told them via text and phone call (roughly 3 times) that I needed it installed by 6/6/23 at the last west or I was cancelling. They are still not telling me an exact day and are refusing to return my 50% deposit.

  

  Business response

  06/28/2023

  Mr. *******,

  We are very sorry for your frustration. However, the dates on your contract state up to 26 weeks and are stated as an estimate only and from the date of measure. We do expect your product in our warehouse on 8/1. We cannot cancel or refund at this point in the process and would like to schedule your installation any day of your choosing after 8/1.

  Thank you,

  Ellen M********

  Director Of Operations

  Customer response

  06/28/2023

   I am rejecting this response because:
  
  The contract is open ended then? I could chose to install in the year 2030 without repercussions?

  I went with you because of the Andersen name. I realize your playing off their name and are not Andersen. I doubt they would over promise and under deliver.  
  

  There should be some give on your end wether it’s a complete refund or a discount. I was TOLD 4 months (April) but absolutely no later than 6 months. Now your pushing for 8 months. 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a complaint against Andersen Windows (AW) about deceitful sales practices & no response to concerns that occurred before and during window installation(cost= $9,563.67; date= 12/15/21). During the consultation we told the AW salesman that 1 of the most important things in deciding which type of window & which company to buy from was that our existing window shades would continue to fit in the same way w/the new windows. The salesman assured us at least 2x that the shades would fit in the same way. On installation day, the installers said the shades would NOT fit again in the same way & even said that they frequently show up for an installation job & customers report being falsely told that they can re-install shades in the same way once new windows are in. I told AW that we were concerned w/the deceitful sales practices & requested they discount the cost of windows to account for the fact that the salesman clearly lied to make the sale. AW replied that they don’t guarantee anything & that our contract states so. I argued that in that case, it’s deceitful to guarantee customers during the sales process that current window shades can be re-installed w/new windows. I was told that a Dir of Customer Care would reach out about my concern, but I never heard from them. During installation, scratch marks & chipped paint were left on our wall. I asked for damages to be taken care of & emailed AW photos of the damage. AW said they’d call to arrange for an inspector to review the damage, but again nobody ever contacted me. Even after I told them I hadn’t heard from anyone, I still didn’t hear anything & have yet to hear anything. 9 months later, AW contacted me to say they wanted to send someone to take care of the torn screen. When I told them I still had other concerns that weren’t addressed, they said they only had notes about a torn screen. They claimed to have nothing on record about the damaged walls & that we'd been waiting for an inspector to look at the damage.

  Customer response

  06/26/2023

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  06/28/2023

  Hello,

  We are sorry for your frustration – while we do everything possible to convey proper expectations.  It isn’t stated anywhere in your agreement that we guaranteed the window treatments would fit back.  Additionally, on page 6 of our agreement it states “We ask they you remove any window/door treatments on units being replaced in advance of our arrival, there is no guarantee that window/door treatments will after new units are installed”.  Lastly, on page 9 of the agreement it states “Buyer(s) agrees and understands that this Agreement constitutes the entire understanding between the parties, and that there are no verbal understandings changing or modifying any of the terms of this Agreement”
  

  Ellen M********
  Director of Operations

  Customer response

  07/06/2023

   I am rejecting this response because:  

  I reject Renewal by Andersen's response. They stated that nowhere in our agreement does it guarantee that the window treatments would fit back. However, if they read my original complaint carefully, my grievance is with the following:

  ·        During the in-person consultation and quote for new windows, we told the Andersen Windows salesperson that one of the most important things to us in deciding on which type of window a& which company to buy from was that our relatively new window shades would continue to fit in the same way/style w/the replacement windows.

  ·        We were assured at least twice by the salesperson that our shades would fit in the same way (inside the window frame) w/the Andersen windows we were considering, and, we ultimately decided to purchase the 5 replacement windows from Andersen.

   

  I consider this to be a deceitful sales practice. If Renewal by Andersen cannot make any guarantees about these types of things, they should do a better job of training their salespeople to not make guarantees that they cannot fulfill. As mentioned in my original complaint:

   

  On the day of installation, the installation crew specifically told us that this situation happens quite frequently—that is, they show up for an installation job and customers were falsely told that they can re-install existing shades or blinds in the same way after new Andersen windows are installed.

   

  In other words, we are not the only ones who have had this issue and there are multiple sales people guaranteeing customers something that they cannot fulfill. 

   

   

  I also reject the business's response because per my experience up until this point, they have failed to address my full complaint. In addition to the deceitful sales practices, the original complain stated:

   

  ·        There were additional installation issues. First, multiple, noticeable scratch marks were left on our wall and some that chipped paint from the wall (exposing the head of a nail in one part)., Also, 1 of the new screens (which came w/the new windows) was torn. 

  ·        I had asked for the scratch marks and damage to our walls be taken care of. As requested by Andersen, I emailed photos of the damage & they said they’d call me to set up a time for an inspector to review the damage.. Nobody ever contacted me to set up that inspection and even after I contacted them to say that I hadn’t heard from anybody, I continued to not hear anything and have yet to hear anything about the concern of damaged walls.

  ·        9 months later (February 2022), Andersen contacted me to say that they wanted to send someone out to take care of the torn screen.

  ·        When I told them that I had had other concerns that weren’t addressed (i.e., deceitful sales practices and the damage to our walls) and asked them to tell us what they had on file as our previously stated concerns, they told us that all they could see was that a torn screen needed to be fixed.

  ·        They claimed to have nothing on record about the fact that we had emailed photos of damaged walls and had been waiting for one of their inspectors to come out and look at the damage.

  The business's response said absolutely NOTHING about the above grievances about scratch marks and inspection. 

  
  
  
  

  

  Business response

  07/10/2023

  Hello – can you provide the email address or name of person you spoke to regarding your wall damage?  We will happily take care of this – but do not currently have record of it.  Additionally – I do see we attempted to provide service in February of this year and person at the residence at time we arrived refused to open the door and instructed our technician to leave the property.
  
  As for the window treatments – we stand by the fact that it is clearly stated in multiple ways throughout our agreement that we cannot guarantee the window treatments being able to fit back as well as that “on page 9 of the agreement it states “Buyer(s) agrees and understands that this Agreement constitutes the entire understanding between the parties, and that there are no verbal understandings changing or modifying any of the terms of this Agreement”.
  
  We are sorry for your frustration – and would like to do what we can to remedy the wall and torn screen.

  Thank you,

  Ellen M********
  Director of Operations

  Customer response

  07/11/2023

   I am rejecting this response because:

  The company refuses to acknowledge that having sales people guarantee customers that their window treatments can fit back (in spite of that not necessarily being true) is an acceptable sales practice. So in other words, the sales people's word means nothing? Why even have them come out to do a consultation in that case? And if you want to keep leaning on the contract, where does it say that we are agreeing to accept deceitful sales practices. Again, the installation crew said that this is a common issue that they see-- you take absolutely no responsibility for what your sales people say during their on-site visit/consultation? 

  As for the scratches and inspection, we have email exchanges with Dominick L**** from May 2022 that show that we attempted to address the issue. We emailed him photos of the damage on May 2, 2022. On May 3, Dominick replied that he forwarded the photos to the appropriate people (someone by the name of Kaley) and that Kaley would be in touch via phone to open a case to have an inspector come to our house. We emailed Dominick on May 5 to let him know that we still had not heard from Kaley, at which time he said he escalated the concern to someone named Michelle and that either Kaley or Michelle would be in touch. We never heard from Kaley or Michelle and honestly did not have time to keep following up. The company started contacting us again about the torn screen, so in February 2023, we let Renewal by Andersen know that we had tried to reach out the previous spring about other concerns and we asked them to tell us what they had on file and they said all they had record of was the torn screen!

  As for someone coming out to our house in February, nobody contacted us prior to that to let us know that they would be coming out, so we were not home at the time. I got a text message saying a technician was on the way, at which point I asked to cancel the appointment via text. It is not true that we refused to open the door and that we told the technician to leave. 

   

  
  

  

  Business response

  07/12/2023

  In this instance there is nothing that substantiates the accusation that the sales consultant guaranteed anything verbally.  This is why we have terminology in our agreement regarding verbal agreements, as previously noted.  If you would like to proceed with the screen and wall service we will gladly contact you to schedule.
  

  Customer response

  07/13/2023

   I am rejecting this response because:
  
  Their approach and responses to this matter are still unsatisfactory. By choosing Andersen, in what is a nearly $10,000 purchase, it was explained during the sales consultation that by going with Andersen we'd be assured a high-quality and "hassle free" experience. This has been nothing but a massive hassle and low-quality experience, and the company takes no responsibility for their unethical business practices. By way of "substantiating" the unethical sales practices I previously described, I would not have thought it necessary to ask the sales person that we record the entire conversation, and in the purview of Andersen, it seems this would technically be the only way to "substantiate" what we were told by the salesperson. As described previously, on the day of installation, the window installers stated that the problem I am reporting happens frequently: that customers are given false information about window treatments during the sale and are frustrated to learn the reality during installation. I believe this adds some substantiation on the matter, but Andersen refuses to take responsibility and this seems consistent with their unethical business practices. In the most recent response, I do appreciate that they finally acknowledged the issue of damaged walls, which I raised shortly after the installation and this issue had otherwise been ignored for over a year. 
  Given the circumstances and very much wanting to conclude this multi-faceted problem with Andersen, I request:
  1. Delivery of a new screen to replace the one that was torn on arrival. This would require scheduling with me a delivery date (not just showing up unannounced at my house) and giving me at least 7 days advanced notice for scheduling so I can arrange my availability accordingly.
  2. Providing me with 30% off the remaining balance, which I would like to pay very soon and has been held up by the ongoing back and forth regarding concerns I raised immediately after installation. This 30% reduction on the remaining balance will allow me to get the damaged wall fixed and repainted (something Andersen staff told me over a year ago was a possibility). That said, this minor reduction in cost does not even come close to compensating the enormous amount of time I’ve spent attempting to address multiple concerns with this purchase.
  
  
  

• Initial Complaint

  04/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I contacted the company I January 2023 for a price , made an appointment they werexa no show. Company called week later and I told them I don't do business with unreliable people and to stop calling me. Since then I have been recieving 3 to 4 calls a day from them . This is absolutely ridiculous that a company would act this way and expect the consumer to use their company. The number they call from is *** *** ****.

  

  Business response

  04/21/2023

  Hi,

  We have removed you from all mailing lists and phone communications. Some mailings have already been deployed, it could be up to 3 weeks that you might receive additional communications.
  

  Thank you,

  Julia S.

  Marketing Assistant 

  Customer response

  04/26/2023

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

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased doors and transom windows from Renewal by Andersen in February of 2022 with a cost of $31,000. We paid 50% down at time of order. We were told up to 6 months for delivery which held true and then some. The windows and doors were installed in November of 2022 and we paid the balance due in full. The day after installation, we realized there were trim pieces missing and called them. During the month of November, we had phone calls and a visit by one of their installers to identify what needed to be replaced. We were told a new window was ordered and then later a trim kit was ordered. I called December 9 and was told I get an update December 12-13 and no call received. I called January 30, 2023 and was told shipment received and was scheduled for install Feb 13. The day of or before installation, received a call that the trim was damaged and it was reordered with shipment date of March 24, 2023. March 28th received text as product not on truck as expected but hoped on next truck. April 4th received text that product had been received and it was inspected to be sure it was not damaged. Received a phone call later that week and scheduled for trim to be installed today, April 20th. I had to push to get this date as they wanted to come next month. The appointment was confirmed yesterday. This morning I received a call saying the parts were not in their warehouse and not available until May. I asked to have a manager call me. I am waiting on that call. It's been almost 6 months since the installation and so called trim pieces were ordered. We have been lied to repeatedly and rescheduled several times. We felt it important to share our experience with others. We appreciate your help.

  

  Business response

  05/08/2023

  We are very sorry for the delays and frustration you have experienced with your project.   We fully acknowledge there were delays and warranty services required with your project.  We are thrilled knowing we have completed the work to your satisfaction.  Your warranty is in full effect should any future concerns arise.
  

  Ellen M********
  Director of Operations

• Initial Complaint

  03/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The origination of the installation included a $4897 cash down payment. Further review on the ******** loan repayment shows the down payment was never applied toward my purchase. My total contract was for $10000 and my loan still indicates I owe almost $9000 after monthly payments since inception.

  

  Business response

  03/28/2023

  The $4,897 cash deposit was refund via check (#***********) on 4/8/22 and deposited/cashed by you on 4/22/22.  The full amount of the contract ($9795.60) was posted to your ******** loan.  If you have questions about your loan please contact ******** directly.
  
  Sincerely,

  Ellen *********
  Director of Operations

• Initial Complaint

  02/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered 10 windows & 2 doors on 7/20/21 Contract stated 8-20 weeks estimated completion I paid $16,283.00 cash for 1/2 cost of contract On 8/19/21 I ordered 3 picture windows on a separate contract Again 8-20 weeks estimated completion I paid $2,495.00 cash for 1/2 cost of this contract On 10/11/21 the 10 double hung windows were installed The crew was very neat & professional & all went well I am very satisfied with windows I asked when I could expect the doors I was told to call office After numerous calls I was told doors were on back order and I would be updated on progress On 12/9/21 called again and asked about doors as well as 3 picture windows Informed 2 of 3 windows were there and waiting the other Still no info on doors!!! Received call 1/3/22 3 picture windows ready They were installed 1/6/22 and everything was fine Asked again about doors as it has been 25 weeks! Still no one had a clue I understand the supply shortage but the communication with customer service was a total joke!! When I did a call answered it was a different person who always had to ask someone else! Finally I did get a call on 3/21/22 but I MISSED the call and message It has now been 35 weeks since order I was not called again till 6/21/22 and had message doors were here Now it has been 48 weeks I had already given up on doors and talked to another contractor Now I get calls! Talked with Blake 8/17-19-22/22 & 9/15/22 He was very understanding but said he could not take doors off contract He said I would get a call from Ellen- Operations Manager Never got a call!! Fast forward 2/6/23 get letter from ********** *******- a debt collector! Finally get call from Ellen 2/21/22 Said I had to pay balance for doors She thought I actually had 1 door installed SERIOUSLY? It was implied I was the problem and avoiding contact I said I did not want doors The conversation was less than friendly I was told she would call back with a reduced offer but no call yet I called 4 times but no answer

  

  Business response

  02/28/2023

  Hi,

  Based on our conversation today we have reached an amicable resolution that all parties are happy with. 

  Ellen *********
  Director of Operations

  Customer response

  03/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 1*******, and I accept it.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contracted with Renewal by Anderson in Sep 2021 for windows replacements. Due to Covid-19 and supply shortages, it was approximately May 2022 and Sep 2022 before all items were available. RBA has fraudulently claimed I owe a balance that was not included in my contract and will not tell/show me how they arrived at the amount. Additionally, they have refused to honor the compensation they promised due to all the ordering/installation problems with my order. I paid $1000 deposit and the rest was financed in accordance with the contract. See the two amounts below for $27,597.04 and $30,840.91 which is actually $58,437.95. That amount of $58,437 includes the $1000 deposit, which appears that I overpaid or paid $1000 as a deposit AND it was added to my financed amount. When will Renewal By Anderson be sending me a refund of the $1000 that I overpaid? Again, please tell me what the $2165 corresponds to. It is not related to a balance. Please keep in mind that Anderson sent out the wrong bathroom window TWICE! First install, the bathroom window had no frosted glass. They had to order another window. When that second window came, it was frosted, but it did not match the frosted pattern of the other windows that were installed. Another window with the correct frosted pattern was ordered. That was the correct window. This has absolutely been the WORST customer service treatment that I have ever received. Now Anderson Renewal is trying to charge me an amount and will not tell me/show me what it corresponds to. I have asked to speak with a manager on so many occasions that I lost count. This is NOT a good situation and I just want this remaining balance to go away so that I can move on with my life!!! I would like to have a manager from Renewal by Anderson contact me regarding this POOR treatment and service that I have received. ******* ** ******

  

  Business response

  02/06/2023

  As we’ve shared on multiple occasions, we do not cover the Raleigh market. 

   

  This is handled by a different ownership group.

  

  Business response

  02/08/2023

  We have fully documented the agreements and amendments Mr. ****** signed as well as the payments processed.  We have offered to have his consultant return to the home to show him in person, but he accepted the information presented by his last phone conversation with an RbA associate.  All work has been completed to meet the terms of the agreement.

  Ellen *********
  Operations Manager

  Customer response

  02/08/2023

   I am rejecting this response because:

  1. Renewal by Anderson has not addressed the fact that I paid $1000 that was not credited toward the balance that got transferred to the finance company.  

  2. Renewal by Anderson agents acknowledged in writing the significant delays in the project due to their repeated errors and promised to compensate me for the unbearable inconvenience.

  3. Renewal by Anderson has a detailed history of delay tactics, not answering specific questions in complaints, refusal to have management speak with customers, and vague responses, and this latest non-response is an example of their deceptive trade practices.

  4. There was never an offer to have the sales representative speak with me about the basis of this complaint.

  5. I attached the contracts that were executed by me and Renewal by Anderson, the manager appears not to have read the evidence in the complaint and offers no details of how there was a calculation on the contract that shows any balance other than the $1500 balance for the final two windows.

  6. I look forward to an amicable solution with Renewal by Anderson and to have management communicate directly with me instead of having a customer service representative read scripted responses or tell the same story that "All management are away at a conference in Florida for an extended period of time.  We will have a manager to call you whenever they return to the office."  That is the standard story that customer service representatives have told me on several occasions when I asked to speak with a manager.  This same story was told to me by two different reps on two different occasions.

   

  Based on the above-mentioned items, I reject this response made by Renewal by Anderson because it does nothing to address the basis of my complaint.
  
  

  
  

  

  Business response

  02/15/2023

  This issue has been resolved and the account is paid in full w/ complete warranty.
  
  We contacted homeowner and provided information requested to resolve discrepancy.

  Ellen *********
  Director of Operations

  Customer response

  02/15/2023

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

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First, I will never hire - and I strongly advise against hiring - Renewal by Andersen. We originally contacted Renewal by Andersen in June/July for a window install. Someone came out to do an estimate within a week. After that, it took 2 months of repeated calling to get measurements done. That happened in August. Just last month (November) the installers arrived two hours late. Though the windows were installed there are obvious issues. First, not all of the molding was installed, so some windows don't have any. Second, not all of the molding has the same cut. For the windows themselves, a lock/latch is broken. There is one screen that was installed torn and another screen that has caulk stained on it. The installer said Renewal by Andersen would contact us about the fixes but we have heard nothing from them. We have called and texted but have not gotten a reply and it's been over one month.

  

  Business response

  12/21/2022

  We have everything noted in regards to the services needed on your project.  Unfortunately, we do not anticipate having all of the needed materials until January 27th.  We are happy to tentatively schedule this appointment for any day thereafter.  We are sorry that the November 19th install wasn’t able to be completed seamlessly.  We will contact you today regarding scheduling.
  
  Sincerely,

  Ellen ********* 

  Operations Manager

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We entered into a contract for all new windows for our home during our renovation in January 2021. We had approximately 10 different visits with crews and contractors to get the installation done properly. The initial crew did not install the windows appropriately and several had to be taken out and reinstalled. We finally have the windows installed appropriately and the work completed. There were several pieces of the windows that broke including locks that had to be replaced and issues with border, trim inside and outside the house. We asked for an itemized list of the windows cost as we feel we only should pay for the windows and not for the install at this time. Since it took over a year for the windows installation process to be completed. They have only offered $1700 off of a $34,000 project. We feel that we were owed more than that for the inconvenience. We have asked for $10000 off.

  

  Business response

  12/05/2022

  While there were extenuating circumstances and challenges in completing the project we returned to the home as many times as necessary and have completed the work to meet the terms of the agreement.  We provide an all inclusive price of labor and product due to the fact that we don’t sell product without installation. 
  
  We did in fact provide courtesy discount for the delays and inconvenience as well as paying for a painter and providing additional painting as needed, despite the fact that it is clearly stated in our agreement that ‘under no circumstances do we paint or stain’.
  
  The warranty for this project is in full effect and we remain at the ready for any future issues.

   

  Ellen *********
  Operations Manager

*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. ↩