ComplaintsforRenewal by Andersen of BC

• Initial Complaint

  31/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Fake sales (there's always a sale going on, it's never off sale)Misleading and stress inducing advertisements such as sending an ad that has "IMPORTANT NOTICE" written in bold white lettering on a red background

  Customer response

  01/11/2024

  There you go? Every single time they send a flyer (nearly monthly) there's a "sale" going where the "sale" price ends up being higher than anyone else's normal price, it's not a sale, it's false advertising

  

  Business response

  04/11/2024

  Hi ****,

  Thank you for taking the time to send us your feedback. We consider all feedback, both positive and negative, valuable. While I understand that you disagree with our marketing tactics, I can assure you that all of our pricing is fair and equitable, considering the cost of goods, shipping, and labour. Much like other products on the market, there are higher and lower end options to suit a variety of needs and consumer price points. Our windows and doors are the best on the market, include full installation, and backed by a robust warranty. We offer several discounts and financing options to our customers, which we advertise in a variety of methods. Each offer advertised is upheld and is available to any consumer interested in taking advantage of it, and is not falsely advertised.

  If you would like to be removed from our mailing and calling lists, please let me know where you receive our mail at, and any phone number you would like to have marked 'Do Not Contact' in our systems and I will facilitate that for you as soon as possible.

  Again, thank you for your feedback. I hope you have a lovely week.

  Best Regards,

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

  Associate Marketing Director

  Renewal by Andersen of BC

  Customer response

  04/11/2024

   
  Complaint: 22498221
  
  I am rejecting this response because: my issue was not with the pricing but rather the fact that you advertise sale prices when there is no "non sale" price, compounded with alarming advertisements designed to trick people into thinking they've recieved important mail when it is just an advertisement. The fact that your "sale price" is the same price as anyone else's regular price is just more evidence of the first claim, not something I wish to argue or complain about specifically.

  
  Sincerely,
  
  **** *******

  

  Business response

  04/11/2024

  Hi ****,

  Thank you for clarifying your position in your original complaint. We do have non-discounted pricing, which is discussed during our in-home consultations. It is not listed on our advertisements for several reasons, the most notable being that as we provide a fully customizable product, including sizing, colours, opening styles, hardware, and more, it would be misleading to list pricing in a generalized sense, as each of those factors affects the price per unit. All of this is discussed, presented, and left in writing with a consumer during this free consultation.

  As for our marketing, we use a variety of tactics to interrupt and engage our potential customers. We work diligently to stay within both BC provincial and CA Post legal guidelines for all printed materials, and routinely audit our terms and conditions to ensure all marketed material, whether print, digital, or televised contain all required and ethical notices to allow for a fully informed consumer.

  If you have any other questions or concerns, please do not hesitate to reach out to me directly at ****************************.

  Best Regards,

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

• Initial Complaint

  09/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In or around October 2023 a representative from this company came to give me a demonstration of their products. He was showing the products quality and differences to their competitors, in particular the use of METAL mesh on their screens. This particulary interested me as I have pets and is what eventually sold me on the product. Sales Man was *************************, who I am told is no longer with the company, nor is *************************** who was my Project Manager.One the product was installed in January 2024 we did a walk around and every seemed ok, it wasnt until I started painting the trim I noticed shoddy workmanship on the the screens and inspected them further to find they are not METAL mesh but pastic, This is not what I was shown or sold. I complained to ********************* and have tried to contact customer service numerous times with no response. The total cost of this project was $40,000.00, which is being paid on a 2 year no interest plan at present.

  Customer response

  09/05/2024

  I sent some of the payment instalment info I have, plus some correspondence, I never did receive a copy of sale or contract, or invoice for the total amount as it was financed

  

  Business response

  29/05/2024

  Hello ******,
  As the ************* Manager at ********************** By ********************** of ****************, I want to thank you for choosing us for your home replacement needs and assure you we are always committed to working with our customers towards addressing any concerns. Trusting us with your home and an investment into our projects is something we take very seriously. If you did contact your previous design consultant, *******, or project coordinator, *****, you're correct that they are no longer with the company and we would not have received that communication. We ******************* and *****'s commitment to the organization and our customers, we wish them best in the next endeavors they have chosen to embark on respectively. We provided our standard TruScreen Screens which is a micro-fine stainless steel mesh, this is consistent with what is outlined on your signed project agreement. For more information visit: *****************************************************************************; Additionally, our team will reach out to you today to schedule an in-person visit by our installation management team to ensure we can look into everything further for you on-site towards providing you the utmost piece of mind that you received the correct product. In the event we determined there are any warrantable items, you have our guarantee we will make things right. Moving forward our ************* inbox is ********************************** to date we have not received any communications regarding this concern to this inbox. We encourage you to reach out to this e-mail at anytime for support - we're here to help! Backed by your lengthy warranty, 2 years on the installation, 10 years on hardware, and 20 years on the glass. Thank you, *****. 
  
  

• Initial Complaint

  23/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  (Attached)

  

  Business response

  26/02/2024

  Dear **********,
  Thank you for choosing us for your home replacement needs. As the ************* Manager at ********************** by Andersen I'm very happy to let you know that Timeless Windows Corp is indeed our legal name and you're certainly receiving Renewal by Andersen manufactured products. Additionally your design consultant *****, and your installation manager ***, are official representatives of Renewal by Andersen of ****************. In regards to your financing concerns, we offer our customers a variety of flexible payment methods and we are certainly happy to work with you on the alternative options available to you. I left you a voicemail earlier this month along with e-mails on February 12 and February 16 offering this as well. Trusting us with your home is something we take very seriously and we're excited to install your new Renewal by Andersen Window & Patio Door later this year. 
  Best regards,
  *********************
  ************* Manager, ********************** by ********************** of ****************
  ************, *********************************** 

• Initial Complaint

  16/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired renewal by Anderson to install the windows of the basement of my home in 2020 and they did a good job so I hired them to continue the upstairs portion to follow. The work was done terribly and the install team responsible left my house a mess, installed the windows crooked, broke my trim and just tried to cover it up, and then left my front door wide open when they left the site until I was able to get home as I didn’t know they would be done early. I was very patient for over 2 years of back and forth of them fixing one minor item at a time, while they **** and said parts were ordered and sent multiple managers to investigate all to never come to any resolution. They sent a good faith check to which I cashed and they said I shouldn’t have… tho it was about my only recourse to hold them responsible for returning and completing the work! Especially as if I hadn’t cashed the check it would have expired after a year and this has been going on since 2020/2021!! The work and parts ordered still have never come or been replaced properly. The finishing work is terrible and I had to pay to have completed myself, and they still demanded payment for the shotty work or ********** to send me collections for failure to pay and then just said they will try and do better next time and they appreciated my feedback but they weren’t going to do anything else further. Their installation service was bad but tbh their follow up was even worse and they never did anything to make it better other than to keep sending managers to record the complaints and then send a person to fix one at a time, poorly. Then even before the finishing or satisfaction of they demanded payment in full or ********** to send me to collections saying the job is “mostly complete” and apparently that’s all they needed and seem to have zero intention of following up beyond that.

  

  Business response

  25/11/2023

  Hello ******,
  Thank you for taking the time to outline your feedback, as well as being a repeat customer of ours. While we're very happy to hear your initial purchase was a good experience, we are of course, disappointed to hear about the frustrations you experienced about your second project. Customers trusting us with their home and an investment into our products is something we take very seriously, as a result our entire leadership team has reviewed your feedback in length, to ensure we do everything within our ability to avoid repeating a similar customer experience. Additionally, while all our project agreements outline that upon substantial completion of a project payment is due, we want to ensure our customers are always treated fairly, therefore we provide options such as a holdback amount as an act of good faith towards ensuring the project is completed. The reassurance, trust, and confidence provided to our homeowners is our top priority. In the event there is an outstanding balance due and we have made several attempts towards scheduling any remaining work without receiving a response from the customer, the account may be escalated. ******, thank you for trusting Renewal by Andersen with both your home replacement projects. Out of goodwill towards assisting you with your concerns as well as a gesture towards thanking you for your continued business with us, we're happy to see our leadership team compensated you, by reducing outstanding balance by 50%. Our team is always at your service for any future needs backed by the lengthy warranty on your projects. If you have any further questions or needs, please reach out to our customer care team by e-mailing ****************** or dialing ************. 

• Initial Complaint

  20/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife and I chose to award a $11k contract to Renewal by Andersen to replace our master bedroom windows with the specific intent we will be able to install a U shaped window mount air conditioner we specifically purchased for the new windows. Even the design of how the new windows will close and open was influenced by the AC unit purchased. We signed the contract for the work to proceed between May 6th 2022 (when the sales person came to showcase what can be done and took initial measurements) to confirm Renewal by Andersen can help deliver what we required. May 12th 2022, an installation manager returned to take further measurements. The installation then did not happen until October 25 2022 apparently due to supply chain issues. The technicians after installation on October 25 realized the window size was wrong and the intended installation of the AC unit, could not fit in any of the window op***ngs (which there are two). They immediately contacted their office who insisted we pay the full amount less $870.38 hold back of a balance owing of $5.802.55 to resolve the wrong size issue. We did not see or hear from anyone until we followed up with the office week of November 14. The installation manager was again scheduled November 21 2022 to take more measurements of the windows and the AC unit to find a solution. There was no further communication until January 12 2023 after we again reached out to the office January 11 2023 which we were told via email the installation manager was currently trying to accommodate the AC unit to fit into another window. I communicated with the installation manager via text a couple of times who then returned again to take more measurements March 10, 2023. We escalated our concern to the sales person who got us to sign the contract. We then received a response stating they can do nothing because RbA does not manufacture windows for AC installation. How is it possible there sales and install team did not know this?

  

  Business response

  21/07/2023

  Hello ***,
  Thank you for choosing Renewal by Andersen for your window replacement project. While we are unable to guarantee the functionality and operation of products outside of what we offer at Renewal by Andersen, our goal is to work with each homeowner to determine the feasibility of any requests they have. During our review of retro-fit installation of an external A/C product in your home, we confirmed this would affect the integrity of your window and the warranty we provide on your project. The longevity and reliability of your window project is one of our top priorities. It would be irresponsible of us to confirm installation of an external A/C unit upon receiving explicit confirmation your request may cause long-term damage to window. This was also confirmed and reviewed by both our operations and manufacturing divisions. A finished project that adheres to the longevity and reliability our homeowners expect and deserve. Additionally, as an act of goodwill and in an effort to support you in finding alternate solutions to your request, we provided you $870.38 by electing to waive the remaining balance due on your project. Trusting us with your home as well as an investment into our products is something we take very seriously. Thank you again for choosing Renewal by Andersen of British Columbia. 
  

  Customer response

  23/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This company promised me a finished product to meet my needs hence I parted with $11,000. They took my money and did not finish the job. I spent an additional $500 for the AC unit based on what Renewal by Andersen promised to build my custom window. 
  
  Sincerely,
  
  *** *******

  

  Business response

  10/08/2023

  We successfully completed installation of 5 windows (****  *** ****** ****** ****** **) on October 25, 2022. Once installation of these 5 windows was completed in full we then discussed the remaining balance due on the project. As an act of goodwill we provided compensation of $870.38 off the project cost to assist with the frustrations we received. We cannot guarantee the fit and feasibility of a portable air conditioning unit as it is a product external to Renewal by Andersen and is not included in the project contract in place. Customers trusting Renewal by Andersen with their replacement project and an investment into our products is something we take very seriously - as a result we felt the right thing to do was to provide the aforementioned goodwill gesture. We wanted to do our part to assist the customer and make things right. The longevity and reliability of our windows is one of our top priorities, as a result It would be irresponsible of us to confirm installation of an external A/C unit as it may cause long-term damage to the window and also void the long-term warranty in place. The goodwill gesture provided of $870.38 also exceeds the cost incurred by the customer for the A/C unit they purchased. 

  Customer response

  12/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Renewal by Andersen knew prior to start of project, the intent of the window upgrade we paid $11k for. It was specifically to install the AC unit which I have attached images. It is NOT a portable unit and was shown to sales person and install manager along with dimensions  before and after installation.

  At no point did we not communicate the primary intent of upgrading our windows which was to bring some cooling relief to our main bedroom due to climate change and much warmer summers in that space.
  
  Sincerely,
  
  *** *******

  

  Business response

  24/08/2023

  Hello ***,
  
  Thank you for your response. While we can never guarantee a special request outside the contract and scope of the project can be fulfilled, our goal is and will always be to try our best in accommodating any special requests received from our customers. In this situation, the special request of installing the A/C unit was found to both void the warranty on your window and the overall integrity of the product. As a goodwill gesture we waived the remaining balance due, resulting in compensation of $870. 
  
  The intention of upgrading your windows to bring some cooling relief is certainly one of the top reasons our customers choose to proceed with Renewal by Andersen products. We are happy to see you choose to proceed with our High Performance SmartSun glass option for your project. This option is specifically designed towards providing the customer a more energy efficient option that has a coating feature aimed at keeping your home warmer in the winter, cooler in the summer, while also blocking a significant % of UV Rays. 
  
  We acknowledge it must be frustrating to not be able to install an A/C unit without affecting the product itself, however our priority is to protect your investment into this project and ensure you have reliable, quality windows, for years to come. 

  Customer response

  24/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  It was never communicated to me before, and during project installation. What was communicated is the installed window in the master bedroom, will be able to have the purchased AC unit installed upon completion. I waited months in anticipation for that result and more months afterwards upon installation completion to be finally told this company does not design windows to accomodate AC units to be installed in order to preserve warranty period. RbA BC was dishonest with me knowing what my expectation was upon completion of the installations. 
  

  Sincerely,
  
  *** *******

• Initial Complaint

  29/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract with Renewal by Andersen to replace 3 windows on FEB 2020. The reason I chose them was because their prices are much higher than competitors, looks like their quality must be much better than others. In 2021, 2 out of 3 windows couldn't close entirely, there were about 10 cm gap. They came to fix. In OCT 2022, 1 window couldn't close entirely again. I contacted with them, they came to close the window and said they will change a part. They didn't come to change the part, I followed up with them in NOV, they said it's back order, once they receive it, will let me know. I have followed up with them for a couple of times, in DEC 2022 they told me the part will arrive in JAN 2023. Since it was winter, I don't need to open windows, so I just wait to hear from them. Up to today MAR 28 2023, I still haven't heard from them, I called them today, they said they will check what's going on. The quality is not worth the money. Every time when I called them, they just told me to wait. Have they been trying to fool me or what? Half of year has gone, still no parts available? I need this problem to be solved.

  

  Business response

  03/04/2023

  Hello ******,
  
  As the customer care manager at Renewal by Andersen of British Columbia, I want to personally thank you for your feedback and outlining the difficult experience you have had to date. Trusting us with your home is something we take very seriously; rest assured our entire team is dedicated towards continuing to turn your experience around. Our continuous efforts in servicing your project towards ensuring it meets the quality, reliability, and functionality you expect, is a testament to the commitment we have towards all of our beloved homeowners. Additionally, your project continues to be backed by our industry leading extensive warranty.
  
  Next steps towards fulfilling this commitment to you involves servicing your project, and I’m very happy to see that a few hours after speaking to us on March 28, we were able to confirm receipt of your new parts and schedule your service appointment for tomorrow, April 4. Supply chain issues have certainly created unprecedented challenges for us similar to several industries, which led to inflated timelines, however I know we’ll make this right for you and ensure we treat your home with the utmost respect and care. ******, our commitment is seeing every project through and delivering the quality and customer experience you deserve, what we have been accustomed to providing as Andersen windows, for decades. At anytime if you need anything, please feel free to
  e-mail me at ********************, I’m always at your service. Our team will be reaching to you shortly after tomorrow's service appointment to make sure everything went well. 

• Initial Complaint

  23/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Renewal by Anderson came out and replaced my windows however caused damage to window sills and plants in the yard. They sent a non professional to try and fix however made it worse. Sent them emails to reslove but are being ignored.

  

  Business response

  03/10/2022

  Hello *******
  Thank you for bringing forward your concerns, we truly value your rights as a consumer and understand that you are advocating on behalf of your home, something we do not take lightly, and sincerely thank you for trusting us with this project. 
  
  The signed agreement in place thoroughly outlines areas of the home that might be involved during installation based on the extraction, scope of the customized order, and the project at-large. Our priority is to have the the utmost transparency with our homeowners.
  
  Despite not being responsible for the areas in question as outlined in your agreement, out of goodwill and a sincere thank you to you as our customer, we took the necessary steps to address your concerns. 
  
  Shortly after receiving notice of the paint concerns around your window sill we conducted an in-home assessment by our installation manager, who despite this being out of scope, attempted to rectify the paint concerns. It was found that the paint concerns around the window sill were a direct result of the type of paint previously existing prior to our installation.
  
  Additionally, despite us not being responsible for any possible damage to flower beds, we have already confirmed over e-mail that we would be happy to cover the costs for replacing the damaged plants out of goodwill.  
  
  For reference, the following items are outlined in your signed agreement document:
  
  'Exterior Access - Shrubbery, Flower Beds, Non-Walkable Roofing.
  In order to accomplish your work, Contractor must have access to certain exterior areas of the property including lawns, driveways, gardens, 
  flowerbeds, patio covers, balconies, decks and roof areas, some of which could be damaged in the process despite using standard and prudent 
  precautionary measures. We agree to hold Contractor harmless from any damage to these areas caused by normal walking, standing, 
  climbing, lifting, scaffolding, etc.' 'Stucco and Plaster
  Some construction materials, such as stucco and plaster, may become brittle over time. Due to this, it is possible that some materials chip or 
  crack to no fault of the Contractor. Contractor will not be held responsible for cracking, chipping or peeling as a result of regular window or 
  door installation procedures.' & 'Limitations: I understand that in no event will Contractor be liable for consequential or incidental damages. In no event will Contractors 
  liability exceed the price paid for the affected product or component.'
  
  
  ******, trusting us with your home and a large investment into our products is something we take very seriously. We view this as a long-term relationship, backed by our extensive warranty and the post-installation resource we have in place, such as our dedicated customer team staff. We are happy to proceed with our proposed goodwill gesture of replacing your flower bed, concerns regarding the paint chips to your window sills has already been assessed in-person and confirmed to be an existing problem outside of our scope of work and responsibility, though we made an honest effort to help rectify this concern. Outside of the paint chips to the window sill and damaged plants, we are extremely happy to see that there are no concerns regarding the quality and features of the 7 windows we successfully installed. 
  
  

• Initial Complaint

  19/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid for a Full Frame installation on 17 windows and a patio door from Anderson Windows and Doors only to realize it was a poorly done insert installation, we noticed terrible draft issues during the colder weather which drew our attention to the install quality etc. upon checking Andersons Installation Videos we realized we were some how given an insert installation ( a very poor one at that ). We are finding it very hard to get any strait answers on how to resolve this problem with Anderson. How can a mistake like this possibly happen!

  

  Business response

  07/02/2022

  We have been actively in communication with ***** ******, attempting on several occasions to confirm a date for our installation management team to visit his home and assess the concerns further. Despite our attempts we have been unsuccessful receiving confirmation from *****. Below is a timeline of events and communication.
  
  Dec 30 – ***** connected with our call centre manager
  Jan 4 – I introduced myself to ***** and explained next steps, who would come out to assess his home further
  Jan 4 – 6 Few emails back and forth attempting to document the issues and requested a timeframe that worked for ***** in order to schedule a call with our most senior installation manager (Cameron).
  Jan 7 – Offered ***** that Cameron and I would be able to visit his home on January 12
  Jan 9 – ***** ignored the visitation request as he did not want Cameron visiting
  Jan 10 – I reiterated that we are happy to visit January 12 to assess everything and determine next steps together
  Jan 11 – I followed up asking if he would like us to come on January 12, mentioned it was company policy to have our installation management team to complete an in-person assessment.
  Jan 11 – ***** confirmed he wanted an alternate installation manager to Cameron and that he was only available late evenings and weekends.
  Jan 13 – I offered another installation manager, Dustin, to visit on January 19 at 10:00 a.m. I mentioned Cameron was Dustin’s escalation point and I have the utmost confidence in Cameron and asked that he give it another chance but offered ***** to choose his final preference and I would book accordingly from there.
  Jan 16 – ***** then requested wanting to book an in-person assessment during March 7 – 18
  Jan 18 – I booked him in for an in-person assessment with Dustin on March 8
  Jan 18 – **** questioned why an installation manager visit was necessary
  Jan 20 – I explained our policies again and offered that Dustin could visit earlier than his requested March date however it would be during business hours
  Jan 20 – **** disregarded all these provided and booked appointments including the installation managers I offered. He requested a list of all available installation managers and their experience, and he will decide a date from there.
  Jan 26 – **** Followed up
  Jan 27 – I introduced Cameron over email to *****, provided a list of our installation managers
  Feb 4 – Cameron introduces himself to ***** and offers him and Dustin to visit *****’s home the week of Feb 14 -18
  
  Per the e-mail thread above I have done my best to communicate with *****, offer several appointment options and installation managers. An in-person assessment and meeting is necessary to inspect *****’s installation concerns and determine the applicable next steps.
  
  Thank you,

  Customer response

  09/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I, ***** ******, have been actively responding to Renewal By Anderson. I have conveyed to them many times that I prefer  to communicate by email due to my work schedule and for my own records until we have resolved the matter of receiving a poorly done insert window installation, instead of the full frame installation that I thought I was getting.  The insert installation that I received was hastily and poorly done.  There were two separate issues that were communicated originally to Brent J****** back in December 2021 via phone conversation.  1) Why did I receive an insert installation, yet paid for a full frame installation?  2) The inserts are poorly done/faulty allowing cold drafts into my home and blowing snow through our patio door perimeter.  (enough to blow out a lit match!) The following is a condensed version of the emails we exchanged I have kept all texts and emails regarding this important matter.
  
  
  Dec 30: Connected via phone with Brent J******.  Explained my frustration and anger for receiving a poorly done insert yet paid for a full frame installation.  Cold air draft and snow was coming into the house, escalating frustrations.  Brent was sent video of a match being blown out around the perimeter of the patio door and window.
  After the phone call Brent J****** sent an email and explained what he would be doing, including a callback set for Jan 3, mid to late afternoon.
  
  Jan4:   Emailed Brent J****** as I did not get the callback on the 3rd as stated on Dec 30.  I asked to keep communication to email due to my busy work schedule.
  
  Jan4:  Received email from customer care manager, Nadim M****.  Nadim stated that the matter escalated to its most senior installation manager, Cameron D** – who was cc’d.  Cameron  called Friday afternoon  while I was out, and my wife asked him to call back in 10 minutes, which he did not.  Nor did he touch base with her over the concerns of the windows, as was stated by Nadim in this email.   Nadim said he would follow up Thursday to ensure I was able to connect with Cameron.
  I responded to both Nadim and Cameron that I would like Renewal By Anderson to come up with a resolution of receiving a poorly done insert installation yet paid for a full frame installation. I also urged to resolve this problem asap.. I emailed that I will add my text screen shots with Justin and two short video clips for Cameron. I also asked them to please respond by email.
  
  
  
  Jan5:  Received email from Nadim, Disregarding my previous email and again asking a window of time to speak directly to Cameron.  Called Renewal By Anderson after my work hours,  but office was closed.
  
  Jan6:  Responded to Nadim and Cameron stating that my Jan 4th email was not responded to and that the best form of communication is via email (due to my working hours)
  
  Jan 7: Nadim emailed stating he and Cameron would like to visit our home and gave a time and date of Jan 12 at 11:00.
  
  Jan 9:  I replied that after speaking with my wife we recalled a gentleman by the name of Cameron attending our home in the summer to address our stress and concern over the broken casings and install process.  He provided very little input but assured us the install was proceeding correctly.  I mentioned again that I wanted the fact that the insert installation was not what we paid for.  Only once this has been addressed and resolved can we move forward to a home visit.  Also added that if he was not able to address this I would like to talk to the CEO of Renewal by Anderson.
  
  Jan 10:    Nadim responded to email saying it may have been Cameron who came to our home in the summer but he wasn’t sure.   Nadim again asked if Jan 12 works for an in home visit.  Stating that Cameron is his point of escalation for any technical concerns that come through.  
  
  Jan 11:Nadim asking again to come to my home Jan 12 at 11:00.  Stating that Cameron is best to assess everything, as he is the Installation manager.
  
  
  Jan 11:  I responded and requested an alternate installation manager, as it was Cameron D** who came out during the installation process to assess how it was being done when I complained about the installation to Justin. He provided very little input about the process, but assured us the installation was proceeding correctly, even though it wasn’t and the wrong type of install was being performed. Given this reason I am not comfortable with him. I work Monday to Friday until 5:30 pm so weekends or late evenings are the best time to send out an installation manager.
  
  Jan 13.  Email from Nadim stating he can send out Dustin Nguyen, who is part of management ( his point of escalation is still Cameron)  asking if Jan 19th works for a home visit.   Also stating he is unable to secure an installation manager outside of office hours.
  
  Jan 16.  I responded that I could book an appointment for early March when I have booked holidays from work.  I asked for confirmation of what kind of window installation was preformed in my house.
  
  Jan18:  Email from Nadim asking if March 8th works.  He could not comment on the type of window installation concerns/deficiencies and that it would have to go through the installation management team.
  
  I replied and asked why an installation manager has to come to my location.  Quote from email: “Surely your installation management team is quite aware of work we received.”
  
  Jan 20th:  Nadim”s email states that it is company policy that an installation manager visits the home post-installation to verify and inspect any concerns.  He says Dustin is unable to come to this location outside of Business hours.  
  
  I reply asking if there is a list of available installation managers and their experience as I would like to choose the team who comes into our home at this point.
  
  Jan26:  I email Nadim and Brent as I had not heard from them in a week and stated I would like to keep moving forward with our concerns
  
  Jan27:  Nadim emails and says he is unable to provide information on experience level/knowledge/capabilities of the installation managers as it is not his department.  He added Cameron back into the thread of conversation and strongly recommends reaching out to him directly.  He adds that their installation managers are Cameron, Justin, Dustin and Nick.  (Cameron is most experienced)
  
  Jan27:  I email Camaeron and express  my concern about the problems with my poorly done windows.  I state, I am extremely frustrated with Renewal by Andersons response and care.  We not only paid $50,000 for a full frame install, but instead received a poorly done insert installation. I would like to address this before I have to take a day off of work to have a representative from Renewal by Anderson in my home. I would also like to have names of all the installation managers, and their experience as well.  I would like to move forward with a more experienced team.  I also stated, I hope this can be resolved promptly and civilly.
  
  Feb4:  Email from Cameron stating that he and Dustin are most experienced installation managers.  He states that Renewal by Anderson have been working on visiting since early Jan.  Gave a window of home visit of Feb14-18.
  
  Feb8:  I emailed Cameron Day asking for him to address the serious matter of receiving an insert installation instead of a full frame installation.  I pointedly asked if Renewal by Anderson would repair the existing windows or would I be credited the difference in cost between the two types of window installations. Or, would the inserts be removed and a full frame installation be performed.  I also mentioned this has been continuously overlooked and does not need a home visit to answer this question.  Once this has been directly answered I would be happy to schedule a home visit.  I reminded him that I work a full time Job and do not get home until 5:30 and to keep correspondence to email.  I have asked about our outstanding screens, patio door screen and window replacement.  I also added BBB into the thread.
  
  Per the exchanged emails I have pointedly asked many times to address the issue of receiving an insert installation after having paid for a full frame instillation.  This does not require an in-home inspection.  Once I am satisfied that Renewal by Anderson has rectified this issue I will be happy to schedule an in-home meeting.   
  Sincerely,
  
  ***** ******

  

  Business response

  10/02/2022

  Hello ****,
  
  Thank you for your response. As a company our initial offering and quotes begin with an insert window installation method. After having extensively looked into your customer file, this is what was purchased and installed. This was verified based on your signed agreement, the measurements and confirmation that took place during the technical measure and the installation methodology preformed at the time of installation in which yourself, Justin and I were all present for.
  
  A full frame installation project would require our standard additional charges which are not on your signed agreement. These additional charges would include $395/per window (before any discounts) for interior returns and casings with sills and $395/per window (before any discounts) for exterior cutbacks and casings, a total of $790/per window x 17 windows. Therefore, the difference prior to any applicable discounts at the time of sale would be $13,430 + GST, for a full frame installation, a charge that you did not incur and was not listed as part of your itemized order receipt (pages 3-6 of your signed agreement). 
  
  Based on your extensive knowledge and experience within the window industry, the methodology of the installation being provided based on your very detailed order would have been very evident during three critical points in the process: 1) the consultation by your design consultant, Rey A*****, 2) the extensive technical measurement where we go through the plan for each window & verified measurements (both which would have been vastly different had it been a full frame installation) and 3) during the three day installation that began on August 26, 2021. Justin’s misunderstanding when communicating with you via text messages over the holiday period was based on us removing the full frame during installation instead of jumping the frame – which is common for most home renovation companies. 
  
  We ensured from our end that you received the windows that your purchased and that we went over all the applicable details prior to this purchase, per the signed buyer acknowledgement (attached).  Once we received notice in December that you were experiencing concerns with your windows, Brent, Nadim and myself have been committed to ensuring open communication and offering on a number of occasions to visit your home, conduct a walkthrough with you, discuss your concerns further, assess next steps and ensure you receive the utmost dedication and service that you deserve as our customer. I’m happy to personally visit your home outside of our office hours and recommend the next steps include us working on the exterior, specifically redoing the coil, re-caulking, re-spraying form and ensure everything is sealed to the best of our ability, including providing updated ETAs on any outstanding hardware items including the screens. 
  
  I look forward to working with you, we are committed to always serving our customers and providing the utmost post-installation care and service. 
  
  Thank you, 

  Customer response

  13/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  
  

  Hello Cameron,

  
  

  I have looked at the contract and nowhere do I see any mention of an insert installation nor a full frame installation for that matter.  Is it possible for Rae to do a breakdown of the cost of my window install?  Cost per window, labour etc, so i can get a better understanding of how he came up with the final price, since you claim that I paid for an insert installation. Rae also showed us multiple pages of installations that were done in our surrounding area, including the addresses of the homes and the costs for each household, to show us that I was getting fair pricing.  Is it possible I can have a second look at that paperwork?  Rae also mentioned that he was giving me his maximum discount if I was willing to accept his offer the Saturday he came out to see my wife and I.  According to him I was getting the best pricing, however, you are now claiming that I paid  $49,698.60 for an insert installation, so perhaps that information would help me better understand the costs. During the meeting with Rae A*****, my wife and I both adamantly expressed we were wanting a full frame installation.  When he left, after securing the contract I thought we were going to be receiving a full frame installation.

  
  

  I am unsure why you would think or mention I have extensive knowledge within the window industry when it comes to window installation and the methodology behind it.  As I mentioned to both you and Justin, * **** ** ******* ************, but at no time did I elaborate on my knowledge of installation, perhaps it was assumed.  ** ******** ** ******* ************ ** ******* ** *** ******** *********** ***** ** ****** ******** **** *** **** ******* ***** ** ****** ******* ** **** ***** ********** **** **** *** ***** ********  I have nothing to do with the installation of windows. *** ******* ** *** ******** **** ****** ************* ** *** * *************  If I had extensive knowledge, I can guarantee that we would not be in this current predicament.  

  
  

  As far as Justin misunderstanding my texts, the texts exchanged were very clear with very little room for misinterpretation. Justin mentions that I received a full frame install without the new returns and casings.  Upon trying to get a better understanding, through watching the installation videos on ******* by Renewal by Anderson, it doesn’t even seem possible. 

  
  

  I appreciate that you are able to come to my house on a weekend due to my work schedule and that you are now openly willing to address our questions and Justin’s texts after over 5 weeks of email deliberations. However I refuse to accept the texts with Justin as just mere misunderstanding on Justin’s part, as his primary roll is to be fluent in installation and its management.

  
  

  
  

  
  

  Sincerely,
  
  ***** ******

  

  Business response

  24/02/2022

  Hello *****,
  

  
  Hope all is well. Apologies for the delayed response, I have been travelling most of this month, thank you for your patience. Attached is your detailed quote breaking down the per window cost which includes any applicable materials and labour. This initial quote was $65,756 for the 17 windows and 1 Patio Door. Rey indeed was able to maximize discounts, resulting in savings of $18,424. The breakdown of these savings are as follows: 30 Day customer price -$9863, Buy Today and Save -$5,5589, Volume Discount -$1,509, additional promotional offer of -$1,463, totaling -$18,424 off the initial quote, resulting in a total agreement price of $49,698 (including $2366.60 of GST).
  
  I apologize for my misinterpretation of your experience and knowledge of the window industry and installation. I also reviewed Rey’s previously shown paperwork/binder – we have had 34 installations in Chilliwack this past year. Similar size jobs (after applicable discount prices) include 19 windows and 1 Patio door $45,151 and 13 windows and 1 Patio Door for $40,939. Please note each customer is unique in terms of the size and features of their window, and what their design consultant was able to apply in terms of discounts. I have discussed the situation in length with Justin, his misunderstanding when communicating with you via text messages over the holiday period was based on us removing the full frame during installation instead of jumping the frame.
  
  I hope we can make progress on finalizing a date and time for this assessment, myself and Nadim would like to ensure we can get the exterior work completed for you in a timely manner. Rather than the continued back and forth communication, I would like to begin moving forward on redoing the coil, re-caulking, and re-spraying of the foam, to ensure everything is sealed well. Please let me know what day and time works for you and we’ll do our best to accommodate.
  
  Kindest Regards,
  Cameron
  

  Customer response

  05/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  
  

  Hello Cameron,

  
  

  Sorry it took longer than my usual to reply as it involved a fair bit of research and waiting on call backs. As far as pricing goes, it can differ greatly from customer to customer even in a situation were two customers get the same window with identical features as it depends on what the customer is willing to pay through negotiating.  Discounts can mean absolutely nothing when it comes to windows as starting prices are over inflated and still can be more expensive than others with no discounts. In retrospect customer research and knowledge goes a long way.

  
  

  After reviewing the texts with Justin, his exact wording was **** ******** * **** ***** ************ ******* *** ******* *** ******** **** *** ******* **** ********** ********   This is impossible to do, upon research,  in order to do a full frame instal, returns and casings must be removed. As Installation Manager, explanations and terminology are expected be fluid, period.  ***** *** ********* **** ******** *** ******  ** **** **** *****. Review the texts for they are very telling.  I asked Renewal by Anderson consistently, for approximately 5 weeks, to address the type of install I received along with reviewing Justins texts.  Only once BBB was introduced to our thread of conversation did you respond with it was a “mere miss understanding”.

  
  

  We told Rae we wanted a full frame window install and not once was the word “insert" mentioned by himself or to my wife and I.  Again, the language used was unprincipled, and led us to this point of conflict.  Had a proper job been done during installation in the first place, I would not have even questioned or researched the issue at hand as I believed I had received a full frame installation.

  
  

  I see no point in pursuing further emails regarding the type of installation I received, as Renewal by Anderson has no intent of taking ownership and providing indemnity.  Renewal by Anderson has had no hesitation to fabricate, excuse and misrepresent to meet their own agenda. 

  
  

  In short:

  
  

  * I expect our dining room window, three screens for the master bedroom/bathroom, and patio screen to be delivered at the time of repairing the insert windows.

    

  * I do not wish to take personal time off of work to oversee the repairs, therefore I request it to be done during my next time off in June.  Surely 10 months is sufficient time to receive the components that I have yet to receive.  I would personally like to inspect each window to ensure it is properly insulated before they are closed up, to safeguard further problems down the road.  Due to the mistrust that has formed,  I would like a new installation manager to come and do the home inspection and instalation repairs, as we had agreed upon in a previous email.  The home inspection can be done on any Saturday as you offered in a previous email.

  
  

  I will be keeping our file open with BBB to provide further accountability and a secure platform to communicate. 

  
  

  
  

  
  

  
  

  
   Sincerely,
  
  ***** ******

  

  Business response

  18/03/2022

  Hello *****,
  
  Our team looks forward to completing the remaining work during your next time off in June. We will have our team works closely with you on-site to assess each window and ensure everything is sealed well. As the most senior installation manager at Renewal by Andersen, I will personally be on-site to guarantee everything goes well and up to the standard you expect. We’ll be in touch closer to June to book everything accordingly – is there a particular timeframe/week that works best based on your time-off?
  
  Look forward to hearing from you and having everything completed.

  Customer response

  24/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Hello Cameron, 
  
  
  I would like to move forward with the Saturday in home assessment, which you had emphasized in pervious emails, as soon as possible.  I am available April 2, if that works.  I have many concerns and issues with the installation which I would like to discuss during the in-home inspection, this way I can be assured Renewal by Anderson will be ready in June with no surprises or setbacks.
  
  
  
  
  Sincerely,

  
  ***** ******

  Keeping file open until work has been completed in a satisfactory manner.

   

   

  

  Business response

  11/04/2022

  Hello *****,
  
  Apologies for the delayed response I have been travelling for work and have returned this week. I’m available to come by this Saturday April 16, please let me know a time range should this day work for you. I look forward to coming by and assessing everything.
  
  Thank you

  Customer response

  12/04/2022

  
  Complaint: ********
  
  I am rejecting this response because:  Keeping this file open until work has been completed in an satisfactory manner.

  Hello Cameron,

  Yes, my wife and I are available this Saturday April 16 at 1:00pm for window inspection.  Please let us know if this time is acceptable.
  
  Sincerely,
  
  ***** ******

   

   

   

  

  Business response

  13/04/2022

  Hello *****,
  
  This Saturday at 1pm works - our most senior installation manager, Cameron D**, will be visiting your home. 
  
  Sincerely,
  Nadim 

  Customer response

  21/04/2022

  
  Complaint: ********

  Hello Cameron,
  
  
  Thank you for coming out on Saturday the 16th to go through our previous installations and to talk about how Renewal by Anderson will rectify the errors.  We appreciated your time and effort!   Could you please provide a review, for my reference, of steps that will be taken which had been explained during your inspection?  We look forward to receiving communications with the new installation manager, I believe you said his name is Josh?
  
  
  I have also contacted ****** ****** Chilliwack and they will be requiring $450.00 to remove and reinstall our blinds.  I surmise that Renewal by Anderson will be absorbing this cost as we had just bought and paid for them to be installed following the initial installation of our inserts.  
  
  
  Thanks-again,  I look forward to hearing from you.
  
  
  **** ******

  
   
  Sincerely,
  
  ***** ******

  

  Business response

  04/05/2022

  Hello *****,
  
  Thank you for your email, it was a pleasure seeing you and Kari.
  
  As requested, these are the steps: 
  - Any windows with damaged returns will be removed, and new returns and casings will be installed, including window reinstall 
  - Any windows with a draft example: the den and dining room – exterior coil to be removed and spray additional insultation foam, and new coil 
  - Patio Door to be reinstalled
  - Complete installation of outstanding screens 
  - Replace sash on unit #108  (sitting room) 
  *Please note any new returns and casings will need to be painted after installation, this is always the homeowner’s responsibility. – The returns and casings will already be primed. 
  
  Nadim and I are more than happy to cover the cost of $450.00 to remove and reinstall blinds – we would like to minimize the inconvenience of an additional installation as much as possible. Upon receiving a June date – we ask that your blinds company ensure everything is removed in anticipation of this installation and scope of work.
  
  Best regards,

  Cameron D**

   

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

  Customer response

  05/05/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at this time.  Looking forward to all work being completed (including screens) 
  
  Sincerely,
  
  ***** ******

*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. ↩