Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Signed paperwork 7/31/23 for all new windows and one sliding glass door. Black Exterior and white interior is what we requested and quoted for, and is documented. 8/21/23 received call from salesman to say our sliding glass door was now considered custom and it would cost $900+ more, despite what they advertise about the amount they quote is the amount. Windows and door installed week of 11/15/23. Sliding glass door squeaked from day one. Lubricant was put when the installers left. 12/7/23 someone from ******* came to fix some trim and look at door. He looked at the door, but no resolution. 5/17/24 called about excessive condensation on sliding door. No response. 6/7/24 left a message for service. No response. Door was now almost impossible for me to slide and still dealing with condensation. Videos taken and sent. 6/8/24 chatted via Renewal's site and then received a call from service. Appointment made for 6/19/24 between 10 - 12. Took off work and appointment cancelled by ******* same day at 9 am. Accepted rescheduled daye of 6/24/24 but said I needed to confirm we could take off. Left message 6/21/24 at 7:03 informing we could not be home. 7/9/24 ******* cam and removed stripping. Had no idea why it was so difficult to open or why it had condensation. Said his boss would call. 7/18/24 no call from the boss. Went to site again chatted then received a call back. 7/24/24 manager came determined a new frame was indeed needed. Said he would call with ETA. 9/26/24 after many attempts still no call with ETA for new frame. 9/26/24 called demanded a call back. He did get a call and ETA was 10/17/24 to install new frame. 12/14/24 door was bowed in the middle and cold air blowing in. Picture taken. 12/20/24 weather stripping changed. Air stopped blowing but door is still bowed and hard to open again. We were told no refund they will just keep coming. We purchased a door elsewhere and want a refund on door only. Details of complete experience attached.

  

  Business response

  01/29/2025

  The customer entered into a custom remodeling agreement on 7/31/2023 for 13 windows and 1 patio door. The door in fact was of a specified size that either a large amount of glass loss would be a result, or we could do a special request door and mitigate the opening as to make the glass area as open as possible. This is not relating to the advertising at all, the customer agreed and signed a contract amendment fully understanding the situation. Installation was 11/15/2023 – 11/16/2023 and completed. The next day on our follow up call it was identified that the customer heard a squeak when operation. We scheduled service and that was completed with full sign off by customer. There was an issue with the trim in the kitchen which was addressed on 12/21/2023 and replaced which was the resolution. Not communicated in this timeline were a tear in screen determined to be done by impact and could not be covered. There was a change of phone number only communicated by email after follow up calls were not returned. 6/10/2024 the customer called to complain about the custom charge from the original order as well as condensation. Service was scheduled for 6/19/2025 and the customer called in on 6/19/2025 to reschedule for 6/24/2024. On 6/21/2024 (3 days prior)  we did call to reschedule the service to 7/3/2024 due to a conflict. On 7/1/2024 the customer called stating the door was sticking and hard to operate and also asked to reschedule the 7/3/2025 service. The service was rescheduled to 7/9/2025 where the service manager determined the condensation was clearly on the outside of the door and found the weather stripping was torn and damaged from misuse as well as the door not in the track from being lifted out. The customer signed the service ticket and weatherstripping was ordered to replace the damage. On 7/18/2024 the Installation Manager did in fact leave a message stating that we would be back to resolve the weatherstripping issue once received but would also come to look again if they had other issues to identify. On 7/19/2024 the customer called back asking how the door would be fixed and stating it was still hard to operate. Later on, 7/19/2024 the installation manager spoke to both parties and they agreed to send a video. 7/22/2024 video depict extremely rough handling of the door and is inconclusive as to any product issue, so a full inspection was scheduled on 7/23/2024. 7/23/2024 the install manager, in the interest of customer satisfaction, agreed to order a new frame as it has clear signs or damage and decided to replace to solve any issue as these types of damage/issues have not ever occurred with prior customers. 8/6/2024 customer called and we updated that the frame was expected 9/16/2024. 9/26/2024 called customer to set up service for 10/17/2024. 10/17/2024 completed service and all problems were resolved. Confirmed all aspect of door and operation were to specifications and service ticket was signed by customer. 12/16/2024 customer called stating there is a draft and wanted a full refund. After we explained this was not possible, the customer admitted they ordered another door from another company. We advised if there is any service issue we would come to service, but a refund was not possible. On 12/19/2024 service was agreed after some back and forth and us stating we were in the area 12/20/2024 and would be available immediately and inspect the issues. We went out even though the customer stated there is no service that would solve the problem they simply wanted a refund. 12/20/2024 again the interlock had damage, and we swapped it out again in the interest of customer service and again there was no issue with the door at completion of service. 1/3/2025 the customer again called stating they again want a refund, and the door has the same issues as the last three damaged interlocks solved. We said we would come inspect again but no refund would be possible as this is not a product issue.
  In short, we have provided exceptional customer service and made repairs to damages multiple times that were questionable in order to try to please the customer. If there is a service issue, we will gladly stand behind the any qualified issue, but a refund is not possible at this time. 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased and had two doors and screen door installed August 2023. The screen door does not close properly (door and glass bangs and rattels). The company has been here three times with no solutions. They have taken videos and I have been told they would get back to me which I am still waiting. The service man indicated it is very loud when it closes and glass rattels. He put a rubber piece in and it didn't help. This company never gets back to you when there is a problem. The screen door is not made of quality that it should be for the cost. The company name on all my paper work is Renewal by Anderson in Middletow NY

  

  Business response

  01/11/2024

  We have been in constant contact with the customer. The door was installed to standard and we did take video and made numerous visits to better adjust the door past industry standards with the support of the manufacturer to aid the customer. The manufacturer suggested some added material and adjustments, which we did, but due to the over tightening of the tension adjustment the rattling was audible. This adjustment level is not suggested and was done because the customer believes it will help save energy.
  
  We went to the customer’s home again on 1/4/2024 and placed an order for additional parts to continue to work with the customer to provide the very best service possible. This was to the customer’s satisfaction and we will return when the parts are received.
  
  Both our retail company and manufacturing have been continually committed to going above and beyond in the interest of customer service. There are no issues with the installation standard or the product. We are however continuing to work to find a satisfactory result to meet the customer’s expectations and believe this matter is well on its way to resolution. 

  Customer response

  01/23/2024

  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.

  On 1/4/24 two techs came out and said they would return with the solution.  On 1/16/24 two different techs came out instead of the original first two and tried to solve the rattle and banging, but have now created the door to stick where it very difficult to open.  They indicated the office would call with another date to fix it.  

  The response from Renewal By Anderson (Huff N Puff) is totally incorrect as we are not satisfied and would like the door replaced.

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

  

  Business response

  02/02/2024

  We stand by our detailed response and have gone above and beyond to meet the customer’s expectations although their expectations are outside both industry standards and the manufacturers guidelines as communicated by the manufacturer when we consulted them about this specific matter. 
  
  We will continue to provide the highest level of customer service and have been on site numerous times and answered all questions including correcting some of the improper adjustments made by the customer themselves. 
  
  In summary, the door is installed and to standard as confirmed multiple times by both us and the manufacturer. The performance expectation of the customer is not possible in this application nor was it promised but we will continue to service and provide any adjustments available as needed.

  Customer response

  02/06/2024

  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.
  Regards,***** ******
  
  The company has been working with us and they have order strips to add to the door. This is what we are waiting for at this time. Hopefully this will resolve the rattle and bang when the door closes. 
  
  
  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Met with ****** **** from ******* ** ******** 8/25/23 RE: replace 3 windows, retaining same look of current windows & see white panes of windows from both outside/inside. Showed ****** a dark outside window on my house to reiterate that is what I don’t want. Decided on black locks which should be for all 3 windows but was just for 1. ****** said a tech would come to see if a carpenter is needed. I paid $4605 on 8/25/23. **** of ******** measured windows, said shutters needed removal but never mentioned carpenter work for window frames. Work done on 10/4/23. The new window didn’t have black locks so left a VM for ******; Never received a call back. The techs confirmed front window should have black locks & noted I didn’t receive them. When finished, I paid the remainder of invoice, $4972.36. Was horrified that the new windows looked dark w/ thick, bulky metal window frame wrapping that ended in sharp metallic cuts on the outside of the frame. I called the techs & they came back & said the dark screens made the window panes hard to see & the sharp edging of the frame was due to dull cutters. They noted everything saying that ******* would get back to me. After a day I called on 10/6/23 & was told that they would only order 3 black locks & sand the metallic edging. **** confirmed cutters were dull but that I shouldn’t be touching the house & all houses have rough spots. He said the only way to see the panes from the outside is to remove the screens, store them & put them back on when I wanted to open the windows. ****** didn’t tell me that there were screen choices & that I was getting black ones. **** said black locks will be ordered & edges sanded. I waited a week then called on 10/17/23. Michelle, ******** operator, said that **** was coming in that afternoon & she would get back to me. NO feedback gotten since 10/17/23. $9,577.36 for 3 windows & NO customer service or responsibility taken from Andersen. I’m looking for compensation so another company can fix this.

  Customer response

  11/27/2023

  Response from consumer by phone:  The business came on Friday and and reframed the window.  It looks beautiful and I am very happy.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 4/17/23 Product Manager Michael had me sign a contract for 5 widows. This was done on his tablet. He didn't tell me I only had 3 business days to cancel. At time of signing, I requested a copy be sent to my email address. (He agreed to). I didn't receive contract copy until 4/24/23 after I was denied cancelling. He also applied for a Loan from ******** for me. Loan acceptance letter was sent to my email address. He then had me sign into my email. And he took over my laptop and accepted loan for me. On 4/18 or 4/19/23 widow measurements were taken. On 4/24/23 5th business day I tried to cancel but was denied. I believe that e-mailing copy of contract to me was intentionally delayed to prevent me from cancelling. And I also believe that measurements were sped up so they could secure a minimum of $8938.00 from ********.

  

  Business response

  05/10/2023

  We entered into a custom remodeling agreement on 4/17/2023. At that time all documents and decisions made were reviewed and documents were confirmed delivered 4/17/2023 at 4:29pm to *******@***.com. The appointment reminder was also sent to that email on 4/11/2023 for the initial appointment to the same email. The Project Coordinator called the next day to schedule technical measure which was agreed to be set 4/19/2023. The customer met with the Quality Assurance Service Manager in person on 4/19/2023 and reviewed the entire project and all questions were answered and they were advised windows would be in production. The windows were ordered as reviewed and the project was released the next day. The windows are made and set to be delivered 5/15/2023. The customer has been fully communicated with at all steps of the process. The cancellation of this order is not possible and we will be scheduling the installation. All emails and  were sent to the email address from initial appointment, contract signing, financing, etc. No speed ups or delays were done for any reason. We have a very structured process to ensure the best, fastest, and most customer friendly experience is available. We look forward to exceeding the customer’s expectations and installing the windows as contracted. 

  Customer response

  05/18/2023

  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.4/24/23 E mail from Michael R clearly shows when I receive the contract. (See attached). E mails 4/26-5/1/23 States I don't want the widows. (See attached). I'm willing to cancel and forfeit $8938.00 cost manufactured widows exercising page 10 line item 9 of contract. I'm not going to allow installation under current status. If they want to resolve this issue they have to come up with asolution other than ramming these widows down my throat. P.S. I could not find the 4/17/23 E-mail. they say was sent. Michael R should have sent it while he was here. After all he was in my e-mail accepting my loan from ********. Or he should have printed it out and gave me a hard copy. In the future huff n puff should give hard copy for review at time of sale. I didn't receive a hard copy until 5/13/23. Best Regards, ****** ********

  

  Business response

  06/13/2023

  We have accepted the customer’s request to cancel in the interest of customer satisfaction and all paperwork has been completed.  This matter has been successfully resolved.

  Customer response

  06/14/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ****** ********  

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a patio door from Huff N’ Puff on 10/5/22. The installation was done in January 2023. While the patio door was being installed. I noticed that the door was smaller than my original door. I thought the patio door that was being installed would be the same size as the frame that was previously there. To my surprise, the patio door frame was smaller in width. My Sales person told me the door would be smaller in height which I was fine with. He told me knowing and suggested I will have to use some touch-up paint at the top of the door. But I was never told the door will be smaller in width. I was never given the option to make that decision about the width of the door. I talked to my salesperson about my door being wider. He told me my door will be wider only if I purchased a hinge patio door. To sell us a door smaller in width knowing we talked about a wider opening was misleading. Huff N’ Puff blames other circumstances other than the fact I was misled during the purchase of the door. They told me the contract was for a standard door. The issue for me is standard door was not explained to me. I did not know the standard door to them meant a certain size door. The standard door to me was a normal patio door. That was made of glass and slides to open and close. I talked to my salesperson about the wider opening. That should have been the point in our conversation to immediately make it clear that the standard-size door they were using was smaller than my current door. What was the purpose of having someone come out and do official measurements? Especially since the official measurements were not being done to measure my actual door sizes. He was actually coming out to verify the materials needed. That was very misleading. I honestly thought he was coming out to get official measurements on my door size. Huff N’ Puff already knew they were installing a 5-foot door. While leaving me to believe they were getting official measurements.

  

  Business response

  03/23/2023

  The customer is ******* *****, not the individual making the complaint. We did sell and install a gliding door in place of a hinged door which did need to have some reduction in size due to the nature of the gliding door frame and operation. These options were reviewed at time of sale and specified on the custom remodeling agreement which specifically not only states (Y) to standard SIZING it also specifically states estimated width of 59.5 inches. There was a technical measure where indeed the door and opening was measured and the Quality Assurance Service Manager not only reviewed the contract but, due to the one inch relief between the framing and the buck frame, explained that 3 and 1/2 “ casing would be needed and was ordered at that time to accompany the door for install. Not only did the QASM get official measurements he also went over exactly what was purchased and what would be installed which is clearly defined on the Custom Remodeling Agreement. The door is not only installed to standard and complete, the customer signed off on completion and wrote “Awesome Team” on the comment section.

  Customer response

  03/23/2023

  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 comment by Huff and Puff  "due to the one inch relief between the framing and the buck frame, explained that 3 and 1/2 “ casing would be needed and was ordered at that time to accompany the door for install. This comment by huff and puff is inaccurate (100% a lie). Huff and puff did say a 3 and 1/2 would be installed. But Never said it was being installed to cover up a one inch relief. I was told the 3 and 1/2 casing is standard use for huff and puff. I don't understand why Huff & Puff would lie about me being aware of the 1 inch gap. The gap is a few inches wider then what huff and puff is admitting to. there was 2 by 4 installed to minimize the gap. The installers was surprised by how big the gap was. even though they witness this type of issue. Huff and puff failed to do a complete and fair measurement of my door. And because they failed to do a proper door measurement. put us into the position we are in now. Huff and puff mislead me and had me believe that the standard door they were installing was as wide as my door could be. Which i found out was a lie. I could of had a wider door installed. I talked to my sales person about getting a wider door. He told me that was not possible with the current size unless i choose a french door. Or made my opening wider.But to my surprise, when Huff and puff came to install the door. I seen that the sliding door could have been wider. I was upset that the sliding door could have been wider. And if huff and puff would have done proper measurements they would have known that. I would have chosen a wider door. I do not install doors. I never installed a door. The information i was told by my sells person is the information i went with. I believed in the information i was told by huff and puff was true. I was misled. The point of this complaint is that Huff and Puff business practice was misleading. The poor door measurements by huff and puff led my to agree to a door size that i would not i have agreed to, if i knew my door opening was actually wider. I would have chosen the wider sliding door. [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, **** *****

• Initial Complaint

  11/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On October 5, 2022, Rai from Renewal by Andersen came to our house to discuss replacing two windows. After her measuring and picking the windows we wanted he wrote the contract and the financing was approved within 2 minutes. During this 60 minute meeting we spoke about time frame of when we can get these windows installed. Rai assured us we would have these windows by the second week of December as it takes 8-10 weeks "to custom make the windows". Rai advised a "tech would be in contact with us within 5 business days to come and remeasure the windows, so they can properly order the correct windows. We advised Rai we are in need of the windows as our current windows are not energy efficient and she agreed the heat (located right under the window) is going straight out. 2 weeks go by and no one called or contacted us to set up the "tech" to come in, which means no windows were ordered yet. I called and left a message or Rai advising we did not hear from anybody and to call me back. No return response from anyone. On October 28, 2022 at 4:25 pm I received a text message from Rai advising me she needed an additional form signed. I explained we were never notified by anyone and felt we were ignored and put on the back burner. I explained of my unhappiness and lack of communication from her or the company is making me feel they are not trustworthy to continue our business venture. I told her we are not going forward with the order. She OK and that she will let her manager know. We called the financing bank and advised them we are not going forward with the order. Shaila from financing company closed the account and no fees would be charged due to us closing within 30 days of approval. On November 1, 2022 I received a call from "Dan the manager" very rude and made a million excuses as to why Rai or anyone did not reach out to us. I explained we do not feel confident with this co and cancelling our order (which was never placed). He threatened to send me to collections.

  

  Business response

  11/11/2022

  In the interest of customer service we have met with the customer and satisfied the situation. 

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Several weeks ago the window installers came to my home to replace my living room & kitchen windows. When the workers arrived I explained that I was unable to take down my vertical blinds in my living room due to the fact that I had a high fever and did not feel well. They then said to me,"do not worry we can take them down", After the workers had gone I realized that they had caused damage to my blinds. I immediately contacted the company and was told they would not reimburse me for the damage because because I violated their contract, which I replied ,"I did not violate your contract, it was your employees who violated the contract and then caused the damage. I can not believe that after spending almost $12,000.00 for the windows they were not willing to reimburse me $327.00 that it cost me for the damage they had caused.

  

  Business response

  10/24/2022

  It was explained to the customer at both time of sale and technical measure that we do not remove or replace blinds due to the intricacies and the fact that some blinds may not be able to be reinstalled based on the new windows specifications. It is also signed off by the customer, in writing, as part of the contract.  This was prior to installation. 
       On the day of installation we arrived to find the blinds were not removed and the customer had requested that we help them take them down as he wasn't feeling well. We reviewed the contract where is states we will not remove or reinstall blinds and explained we would help them out in the interest of customer service but we could not be held responsible for them in any way.  The customer understood and agreed. 
       The installers got permission from management to take them down per the customer’s request and did replace them after the installation as an additional courtesy. The customer then stated that one side was not working properly and it would cost $150 to fix but they had someone to do it. We advised we would not pay any amount and were not responsible, as this type of situation is exactly why we not only explained to them three times but the customer signed that they understood that we cannot and will not be responsible for blinds. 
       We then received this complaint, with a request now for more than double what was originally requested for compensation, for an activity that we directly explained we will not be responsible for as it is not only specified in contract. We also directly communicated that we will not be responsible for the blinds that the customer agreed to have removed and reinstalled. 
       Unfortunately there is no amount, regarding the removal and reinstallation of blinds that we would consider appropriate, as it was specifically communicated and agreed to in writing that we would not be responsible for any issues arising as that activity is specified as the homeowner responsibility and we agreed if they wanted us to remove the blinds we would do so but we would not be responsible for them in any way.

*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. ↩