ComplaintsforRenewal by Andersen Midwest

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 30, 2023 we had our front door replaced which included a tinted storm door. There are two issues I need to address, as followed:Issue 1: A few hours after the installers left we found the storm door would not latch correctly. We scheduled for a technician to come out and look at it. On December 04, 2023 the technician came out to make some adjustments. Those adjustments lasted a few weeks before it wouldnt latch again. Since then, weve had a two additional technicians come make adjustments. Those adjustments would only last for a few days before it came unaligned and will not latch unless as manually lift up on the door and pull it closed. Issue 2: We ordered tint for our storm door due to the afternoon sun shining through it which is intense in the summer. We cannot tell if this door is tinted. We recall during our sales appointment that it would give off a hue which we do not see. We stood back and compared this glass to other untinted windows facing the same direction and cannot tell a difference.I reached out to ******** and it took multiple phone calls over the course of a month to finally speak to a sales manager. I unfortunately dont recall his name, but the manager said he would speak to the manufacturer to verify we received what we paid for and would bring tint samples out to compare our glass to those samples. This was approximately 2 months ago and I havent heard anything from anyone at ******** since. Every few weeks I call and speak to **************** who said they would send the Manager an email and we should hear back on 3-5 days. To this day, Ive heard absolutely nothing. I called today, June 17, ****************************************************** on hold to see if she could reach a sales manager and then apologized saying she couldnt get a hold of anyone but would personally keep trying. She took my info and the call ended.I dont know what else to do to get this resolved, so here I am.

  

  Business response

  06/19/2024

  Our team went out to the Thompsons home and verified that the storm door was tinted correctly. They also were able to resolve the latching issue. We asked them to monitor the door over the next few days and reach out to them directly if anything changes. The team will also follow up with ******************** early next week to ensure they are still satisfied. 

  Customer response

  06/20/2024

  On June 19, 2024 Renewal by ******** came to my residence and insured us we received the correct tint that we paid for. A tinted sample was also brought out and it resembled what we had installed. I feel this portion of this complaint has been successfully verified. It unfortunately took numerous phone calls to get this verification completed, however, Renewal by ******** apologized for this miscommunication. As for the door not latching, Renewal by ******** made some adjustments to the storm door while they were at my residence and was able to successfully get it to latch before they left. I was provided a phone number to call in case the door malfunctioned again. Within one-hour from the time Renewal by ******** left our residence, we found the door would not latch again. I attempted to close the door multiple times from multiple distances and found the door malfunctioned each time. I contacted the number that was provided and I was informed I would receive a phone call to set up a date for service. On June 20, 2024, I received a phone call from **** (Service Manager) who informed me there was a manufacture issue during the timeframe our door was manufactured. **** advised the issue was something to do with the door materials not being strong enough to support the weight of the door which allowed it to come out of alignment. **** advised a new door will be ordered and will be installed upon completion. **** provided me with his direct contact number and advised he would call me with an installation date once this replacement door arrived.

  Customer response

  06/20/2024

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have sent multiple requests to cease mailing to my address. I have contacted both corporate, and local. It is irrelevant whether it's addressed to me directly, or 'to household', I don't want to see the junk. It's a waste of my time and theirs, producing unnecessary trash, and annoying me. If I want a service, I will contact for it. Harassing me will make me go out of my way to not contact that business. It implies desperation, and if they are desperate, how could I even trust any warranty?I should not have to go out of my way to say leave me alone, but here we are.

  

  Business response

  03/26/2024

  My apologies for the disturbance and I will get ****************** info to the marketing team. They sometimes setup up mailings up to 90 days in advance so please allow for this. We do not control any mailings that are included as inserts in a community publication. If you are receiving them as inserts, you can reach out to the specific bulk sender or the ***** My apologies again.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought $21,000.00 worth of their windows and they will not sell us replacement window glass or a complete sash for broken windows for my 98 year old mother's house. We are not claiming any kind of warranty claim.. we are willing to buy the broken glass replacement sash outright. They are requiring us to send documented proof of damage even though we are trying to order replacement parts. We have the serial number off of the **********************. They tell us that they will have to send a serviceman out to get those serial numbers off the windows and will not let us order the replacement parts. They will no even tell us what the parts might cost. Total stonewall to any service at all. The keep repeating our company policy won't allow us to service your account unless you supply us with everything we ask for. over and over and over.

  

  Business response

  03/25/2024

  We have been trying to contact Mr. ******************** ***** but have been unable to connect with him. He can reach ************************* at ************ for a resolution. 

  Customer response

  04/05/2024

  The company has answered the BBB complaint I filed..... they have scheduled a resolution date in 3 weeks to install free of charge the broken sashes.  I thank you and them for working together to get a really acceptable resolution..  I would like you to keep the file open until the end of April.  once they have installed the resolution I will happily remove my complaint. and thank the BBB    *******************

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August 2023 we had Renewal by ******** out to our home to give us quotes on new windows for one wall in one room. They quoted us 18k for the windows. They requested 50% down which we paid and said that the installation would be that fall. In September they sent a followup person out for measurements who claimed several things were wrong with the quote and said we had to pay an additional 1K in adjustments (also apparently there were a lot of errors in the original order on color, grids, etc.), so they did NOT honor the original contract price. I'd also requested on all occasions that the window grids arrive ahead of time so I could stain them to match the room and that I be the contact person for all communication. They kept calling just my husband despite my and his request. On Oct 27 with no notice to me the windows arrived for installation (grids were not delivered ahead of time for staining as repeatedly requested) and they were terrible quality, I stopped installation contacted the sales person sent photos that this was NOT what I was expecting for almost 20k (see pics below). The windows had giant seams where connected and weren't even aligned at connection points. The quality was very bad. Also grids were missing (as well as hadn't been delivered ahead of time like requested). The installation crew and sales person also agreed the quality was well below what was normal. The sales person said they would fix the issue and recontact me. After waiting over a month Nov 27 I contacted him, he had no idea status. I waited another week and told him I wanted to cancel the order. Due to lack of communication, poor quality, and not honoring original price. He said we'd have to pay over 5k to cancel the order despite there being so many issues from Renewal by ********. I'm extremely disappointed by their communication, business practices, and quality of product and wouldn't recommend them to anyone. ******** is supposed to mean quality, in our experience it doesn't.

  

  Business response

  12/11/2023

  We have made contact with ********. She is debating on proceeding with the job or canceling. We have sent her the information regarding cancelling, as well as discussed that if she proceeds with the job, we will drop off the trim prior and get her scheduled for a December installation date. We are awaiting her response. 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had windows installed by Renewal by ********, they knew that in 6-8 months we would be getting new siding so they didn't complete the job, left the windows in a position of which water would enter the house. My step-father is a construction worker and said we need to get them back out so our house so that it does not get damaged, they came back out and added flashing to the windows but still did not waterproof them, the company came back out to look at it and agreed with my step-father that they still weren't water proofed. They then took off roughly $1,000 because my step-father worked to waterproof them. Then later we experienced quite a bit of water coming through one of the windows. We called the company back out and they acknowledged it was due to the way the flashing was installed and that it was their error and they would fix it. We also had another window that needed a part replacement. They booked an appointment for the part replacement and acted as if this was also for the window leak but when they came out to replace the part, they said they didn't have anything down to fix the window leak, this was 3 weeks later. Now they are trying to say that we installed the flashing and we didn't, they did the second time they came out. They deny that they did it, which is frustrating because they have to have a work order that proves they did it. The communication has been horrible, several times we have experienced significant delays in relaying information back to us, often with the same excuse of "dropping phone in water". We have consistently had to follow up to get any response and have been dealing with the window leak now for at minimum 6 weeks. All we want is for our windows to not leak and for them to honor their warranty. We have text messages to prove how often we reached out and how often we received a response and what those responses were, if needed.

  

  Business response

  11/22/2023

  We have connected with Mr. ***** and have set up an appointment with a Project Manger and installer along with the General Manager onsite for Friday, December 1st. During this time, we will be doing an in-depth evaluation of where the water is coming from and make any necessary repairs that are needed.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 2 custom window replacements on 6/23/2023 to match my original Andersen Windows A sales representative ********************* and I met and was promised they would be as close to my original windows as possible.He informed me they resold Andersen windows and would order them and install them to fit.He measured them and wound have them installed in October.Upon completion of the window installation I was displeased immediately with the window measurements, about 6 inches shorter than the window frame with both inside and outside trim placed to disclose the obvious gaps on incorrectly measured windows.I contact them in hopes of resolving this issue and met some resistance on my expectations.I from the beginning was very clear on what I wanted. If the sales representative would have taken the time to measure correctly on our original appointment this would not have been an issue.Full frame window replacement were an option upon further discussions, something I was not informed of on our original appointment at a price difference of $600 after meeting with ********************* on October 13, 2023.Our subsequent communications further dissatisfied me that it would be a significant loss to them and the lowest they could replace/reorder my windows was for an additional $1,675, above my original $5,200 investment.I would like the windows to be remeasured and replaced. I want what I was promised that they would be full frame windows. I as a customer feel I was not fully informed of my options, measurements, or expectation were not adequately communicated on what they would deliver.

  

  Business response

  10/17/2023

  Our management team spoke with ************************** and we are going to reorder the windows as full framed at no cost to him. He is satisfied with the resolution.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Who do I need to complain to? We have spent almost 6 figures with this company and they've had to come out at least 5 times for the same window. We have called and called and they don't seem to take us seriously. We shouldn't be having these problems.Bay window has not closed properly since installing in Jan 2022

  

  Business response

  10/09/2023

  The team has spoken with ****************** and have agreed to compensation due to the ongoing issues. She has been given direct contact information to our management team, We are waiting on a ship date for the frame that needed to be reordered and our service team is staying in high communication to get their project completed. 

• Initial Complaint

  09/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Renewal by Andersen, a company specializing in window and door replacements. My complaint pertains to their sales practices, which I find to be predatory, as well as incessant and unwanted solicitations.I initiated contact with Renewal by Andersen in 2022 to inquire about new windows. Subsequently, a sales representative from the company visited my residence to provide a quote. During this meeting, I was subjected to high-pressure sales tactics e.g., insistence on immediate decision-making, 90+ minute presentations, misleading discounts, etc. This experience left me feeling coerced and uncomfortable.Furthermore, since the initial consultation, I have received numerous unsolicited communications from the company. These include a salesperson physically visiting my residence today although I clearly have all brand new windows (from Pella - highly recommended) which I find invasive and contrary to responsible business conduct.I addressed my initial concerns directly with Renewal by Andersen's customer service. Yet a door to door salesperson still visited my home. As a concerned consumer, I believe it is imperative for prospective customers to be aware of these issues. Renewal by Andersen's practices not only erode consumer trust but also undermine the integrity of the home improvement industry as a whole.I kindly request the Better Business Bureau to investigate this matter promptly. I am seeking the following resolutions:-Immediate cessation of all unsolicited communications to my address, email, and phone number.-A review and possible revision of Renewal by Andersen's sales practices to align with ethical business conduct.Thank you for your time and consideration. I look forward to your prompt response.

  

  Business response

  09/22/2023

  We are so sorry for the disturbance. We will make sure to place ****************** on our Do Not Mail/ Do Not Email/ Do Not Call & Do Not Knock lists. Please allow @10-12 working days to be completely scrubbed from our email system. When it comes to mailings, we sometimes setup up mailings up to 90 days in advance so please allow for this. We do not control any mailings that are included as inserts in a community publication. If he is receiving them as inserts, he can reach out to the specific bulk sender or the ***** My apologies again and we look forward to resolving this issue. 

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The sales person told me the credit check was a soft pull. He stated that they used green sky financing. Well it was not a soft pull and it hit my credit multiple times. This is illegal. I purposely asked him multiple times because it seemed like it was wrong. But he stood by that same point.

  Customer response

  09/06/2023

  Hello,
  Thank you for your response. This is the address: ******************************************************************************
  The manager called me to apologize for the sales person and if you need his number it is: ************.
  
  Thank you
  *****

  

  Business response

  09/11/2023

  Unfortunately, we are unable to reverse the credit check. We will be contacting ************** stating this information. Our Director of Sales has made sure the sales representative is fully aware of our processes to realign conversations with customers around credit checks. 

• Initial Complaint

  08/31/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  April 29th we had a sales rep from Renewal by Andersen come to our house. We signed a contract that night for 12 windows and a door. The sales rep read us a statement that we would have 72 hours to cancel the contract. We had concerns about our decision and the sales rep came back out on the 30th and we made design changes. I let him know at this point that I was considering canceling the contract but I hadn't spoken with my husband. Today we decided to cancel the contract and do more research. I called Renewal by Andersen at 15:35 and spoke with ***************************** on a recorded line. He would cancel the contract for us and I would receive a phone call. I asked for an address to send a cancelation letter too. He stated that he already took care of it and didn't provide me with an address. I spoke with my sales rep ***** and let him know that we were cancelling. Around 16:18 I sent an email to the sales rep that we were cancelling the contract that he didn't confirm. Neither the sales rep nor the main office will provide me with an address or a fax number to send the cancellation notice too. I called back this evening and spoke with *************************. She also confirmed that they received the request to cancel, but that I would need to speak with their finance department. She stated that I cannot call the finance department, and that I need to follow the process when they contact me, nor does she have an address for mailing a letter. She stated she doesn't have a phone number and I need to wait to be contacted. I send the cancelation letter by ***** tonight, time stamped at 18:53. It will be sent to the 801 ******************. ** ******, ** for Renewal by Andersen Replacement Windows to be delivered tomorrow morning. I find the process to cancel unacceptable. I googled an email address for the finance company and send an email stating we are cancelling. We just want to cancel. Why does the company not have to provide contact info how to cancel a contract (website) ?

  

  Business response

  09/01/2023

  The job has been cancelled per customers request. Our team will also be reaching out to Ms. ********** to verify this with her.

  Customer response

  09/07/2023

  Better Business Bureau:

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

  Regards,

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

*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. ↩