Complaints

• Initial Complaint

  01/19/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Windows installed including patio and complete downstairs of house as well as door. The door was improperly installed (as identified by someone that was sent out to house) who "needed" to get materials and would be back out immediately when the parts were in. He never returned and the door has deteriorated more and more with the product today questionably replaceable at all. The product did not work since it was installed; was suggested it was installed improperly by the person they sent out and they have yet to return to either fix or replace. That said, that is the resolution I am looking for or will move to taking this legal. I have contacted them a number of times including on social media where they seem to express interest when I post something in the public domain only to fall out of follow-up after that.

  

  Business response

  01/30/2025

  We have tried to contact Ms. ****** several time over the last several months.  The email address on file is different than the one attached to the complaint, so we have tried contacting her with that email.

  See attached call log to verify contact attempts.  ******** ****** is available to schedule service from 8:00 AM to 5:00 PM.  She can be reached at ************.

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

  GM, RBA of Columbus

• Initial Complaint

  12/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  BBB took a complaint over the phone. Below is the voice to text voicemail description

  Yes, my name is ***** ****** and my address is *********************************************************** I had a window installed, a patio window installed by Renewal by Anderson in January of 24. When that window was installed, I started having problems with serious water droplets on the bottom of that window in the wintertime. And I contacted her name is ******** ***** customer service manager at ************ in ******, ****. I contacted her. They've been out here twice to fix the window once. Once was February the 15th of 24. And then again, I called back on the 19th and talked to Ms. ******** ***** and told her the serious water droplets and fogging at the bottom of the window. ******** told me she wanted to talk to the service team about the problem. She said *** would be out on Tuesday, 2-20. Where the *** was here to twenty he's tried to fix the window and i call back on the twenty nine to talk to ******** ***** the window still has water droplets and vapor three twenty one the water droplets and vapor call the ******** ******** said it is a humidity problem in my home then 11 26 of ******************************************************* was second call, ******** said she would not be out with the technician call transfer to general manager, ***** *********, and I never received any calls back. Um, and 11, 26, uh, um, I'd put a call in to the salesman, uh, Mr. ******* He never called me back. And I spoke to ******** ***** again today, uh, December 12th of 24, and she said, basically, uh, we're done. She would not let me get a word in edgewise. And she just, and I told her what I was going to do. And she said, whatever. I told her I was going to call the ********* who ***resented the loan on the window. And then I, uh, called a bit of business bureau about, uh, about her. then there's a renewal by Anderson on their limited warning. There's a clash, there's a dispute resolution process, then the one resolution in a paragraph says that you agree not to assert disputes against renewal by Anderson only on an individual basis and not planer for a class act any class action lawsuit so in other words I can't get a lawyer or anything to work on this so I've been I've been really done pretty bad about this window and all I want is I paid $2 ,800 this window almost and I just want the problem fixed and and she keeps going off it's a humidity problem in the house. So thank you.

  

  Business response

  12/26/2024

  ***** ****** service interaction breakdown:
  
  1/15/24- ***** called in and said he is seeing condensation around his window, made SVC appt for 1/17 for us to come out and check it out. Told customer I would follow up within ***** hrs of SVC appt to discuss their findings. Taking out temp gun, likely possibility this is due to humidity in the home.
  
  1/16/24- Mr. ****** cancelled initial service due to illness
  
  2/2/24- Carrigen emailed customer because we had not heard back, offered to reschedule his service to investigate condensation concern. Customer responded to her email and rescheduled for 2/15/25.
  
  2/16/24- Technician showed customer during appt on 2/15 with temp gum and hydrometer that the concern is related to humidity in the home and that there were no seal failures or product defects to address.S/w Customer on post service follow up call, he accepted the answer and said he was happy with his technician.
  
  
  2/19/24- customer called back in to showroom, said he was still seeing humidity and wanted us to come back out. Explained to ********* that we could come back out and assess again to ensure initial diagnosis was correct but let him know that if findings were the same that we would not be able to come back out until he addresses the issues with the humidity in the home.
  
  
  2/20/24- technician went back out to customers home,findings were the same, no product defects to address.
  
  3/1/24- Mr. ****** called in to the showroom still upset, I reiterated what service had already told him, asked him to try cracking the window just slightly to allow some air to escape and told him if that resolves the condensation that is further proof that there is not a leak and the trapped humidity is there because the window is fully sealed. First, he got upset and hung up but called me back shortly after and apologized for hanging up and being upset, said he did try cracking the window which allowed the humidity to escape and the condensation was gone. Customer agreed at that time that the window was sealed, and we had provided him with substantial evidence.
  
  11/26/24- Mr. ****** called in several times, noted the same concern that has already been assessed. Let him know that at this time I cannot send a technician out again for the same concern and referred him back to our previous findings. He became very agitated, began cursing and speaking over me, was not willing to accept the answer and ended up hanging up on me.Called in several times since and has been forwarded to me each time, every call has ended the same. Customer has become increasingly abusive in his language and demeanor on each call.
  
  
  Kind Regards,
  ******** ******
  Customer Service Manager
  ********************************************************************
  ********************** ******************** Corp.
  ******************************* ******, ** 43017
  Office: *************
  Cell: *************
  Fax: *************
  

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All of the windows and doors in my home were replaced by Renewal By Anderson. The interior window frames are breaking down. This includes windows that don't open by design, like the big picture window in the foyer that can only be accessed by a 2-story ladder. I reported the problem late October. A team of two came out to the house on November 6th to assess the damage and take pictures. Their report was sent to the factory. I followed up on the status on December 7th. The status was still pending a response from the factory. I followed up again on December 15th. The status was that the repair was rejected. I asked for an explanation regarding determination that this was not a window failure and what their expectations are for window maintenance. When the windows and doors were installed, there were no instructions given to me, the homeowner, for window maintenance.

  

  Business response

  01/05/2024

  The damage to the interior wood surface of the sashes is most likely caused by excessive condensation in the home.  Unfortunately, when moisture builds up on the interior of the sash frames the finish will eventually break down and the wood will be exposed to moisture and damage to the wood will occur.  The windows were installed in December 2018. As seen in the pictures attached the deterioration appears to have been progressing for some time.  If action would have been taken when the first signs of the finish damage was observed the sashes could have been resealed to prevent future damage.  The warranty, see attached, states "Failure to properly seal and maintain the exposed wood portions and veneer of a product accordance with Renewal by Andersen painting and staining guidelines" is not covered by this Limited Warranty.

  Customer response

  01/11/2024

  I am rejecting this response because:   in addition to the damage of the wood that was sealed, (1) one of the windows in the dining room will not close.  I need to go outside and push on the window to get it to close.  (2) the wood on one of the windows in the master bedroom pulled away.  The man who visited my home took pictures of these conditions.
  
  Regards,
  
  ***** ********

  

  Business response

  01/25/2024

  Any wood product whether it is a window, siding, picnic table, etc. that is exposed to sunlight, and/or moisture will require maintenance at some point in time. The deterioration to  the window sashes in question did not happen overnight,  With regard to the window that won't close I have service reaching out to resolve what I understand is a hardware issue that should be easily resolved.  

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had windows in stalled early 2020. We have an issues with our windows this winter where ice was forming up on the inside of the house. We have called several times over the to get a technician out to look at he windows. All we get when we call back is we will resubmit the ticket.

  

  Business response

  03/09/2023

  I'm so sorry you are having problems with condensation.  We do not have a record of a call to our office or in your file except for a service back in 2020.  I'm not sure if you contacted our call center or possibly a different Renewal office but my service manager will be reaching out to you to schedule service today.  Please feel free to contact me directly in the future.  My contact information is below.

  Steve A********

  GM, RbA of Columbus

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

   

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a front door by RbA on 05-25-21. After delays, it was installed on 08-27-21. There were some issues (gap at bottom of screen door, hole in screen door, scratches, dings, and torn weather-strip) that I communicated to the man who sold me the door, Edward P***** after the installation. The next day, the door handle and lock came off. I reported this, as well as forwarded images to him on 08-29-21. Edward was very responsive, apologized, and said he escalated the issue. Edward said if I didn't hear back from anyone, to reach out again, which I had to do. Eventually, a technician, James Mills came out on 09-07-21, and said he got the information needed to order parts. This was the last time progress was made. In short: Over the past year, I have contacted various staff of the company at least a dozen times for an update or resolution. On each occasion, if I received a response at all, it was to advise me they were "looking into it", or the situation was escalated. The showroom is closed due to Covid. I've even called their corporate office. To date (06-22-22) my door still does not function, and no one will return my messages. I can provide documentation of these efforts. I am being charged $5,294 (roughly $6,200 with interest) in a few days for a defective door. This is very expensive for me, but I thought the price tag was worth it because what I was actually paying for was peace of mind. This is my first home, and I've had many troubles. I wanted to have one thing I could look at, know was done right, and that I wouldn't need to worry about. I was under the impression that this is what I would get. The worst part of this experience is not just having a dysfunctional front door, but that I feel foolish for spending so much on it. This is a decision I deeply regret. I wish I had kept my old door, because it was, at the very least, functional.. I'm exhausted, disheartened, and feel taken advantage of. *******************************************

  

  Business response

  06/30/2022

  Our Provia representative visited with you  (Ms. *****) Wednesday 6/29 and ordered replacement parts.  As soon as the parts arrive I will have service install them.  I am sorry it took so long to resolve the issues.  I will visit with you once the replacement parts are installed to make sure everything is completed to your satisfaction and discuss a credit for the delay.

  Thanks for taking the time to meet with us,

  
  Steve A********
  *** *** ** ******** *************************** ************

   

   

   

   

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/22/2020 entered into contract with Renewal by Andersen to replace windows for a total of $38,615. In November of 2020 installation of windows was completed. In May of 2021 contacted Renewal by Andersen as clips on exterior window screens were broken. Service technicians came to my house and found that clips were broken on most screens an either needed replaced or, new screens installed. December of 2021 I called Renewal by Andersen as I had not heard about service request. Left voice message with Carrigen T***** (******* *******), never received a reply. April of 2022 went to Renewal by Andersen’s office on Sawmill Road and spoke to Shannon D***** (********** *********), was told that items were on delivery truck due in on 4/22/2022. On 5/22/2022 called Shannon D***** and was told she would have Carrigen T***** return my call. Was never contacted. On 6/10/2022 called Renewal by Andersen and was forwarded to Carrigen T*****, left voice mail. As of this date have not had any response from any representative of this company as to the status to replace broken clips on exterior screens inspected in April 2021.

  

  Business response

  06/30/2022

  First let me apologize for not getting back to you in a timely manner.  The supply chain disruptions have put extraordinary pressure on the service department and there have been times when issues have not been addressed in a timely manner.  I understand that you were contacted earlier this week to set up service.  After specking with service I advised them to go ahead and replace the screens instead of trying to repair them.  Carrigen will be contacting you to complete the replacement.  

  Steve A********

  
  

*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. ↩