ComplaintsforRenewal by Andersen, LLC

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/16/2023 Sliding glass doors (2) and sliding windows (2) were purchased. 1/2 of cost was paid-$7661. I was sold top quality custom made products with professional installation. Was told doors would have a "2 finger push" to slide. Windows advertised as "glide smoothly". Products were projected to be manufactured and ready to install in late March/April 2024. Was contacted about Jan. 29/30 installation date. Was to be a 2 day installation. On 1/29/24 one installer showed up to install 2 sliding glass doors and 2 sliding windows. He took only 1/2 day to install all 4 products. At the end of installation, the job was not complete-trim work not done. Doors did not operate properly, were visibly not level/plumb and window sashes were loose and sloppy in the frames. I did not pay the "remaining balance due". I shared my dissatisfaction with the company. Over the course of 8 additional visits by service ******************** crews (3/5,4/9,4/30,5/13, 6/17,7/5,8/30,8/31) I was ***eatedly told that the doors and windows were fine, level, plumb, and working "as they should". I was told that the door screens did not have to be plumb, except where they closed. I was told that they were working fine and that "all" sliding windows "bump". Bumping can be heard and felt, as window sashes are opened/closed. The visits included complete reinstallation of the same frames/doors(5/13) and installation of new door frames/existing door panels(8/30). On 9/11/24 Andersen *** texted to check on my satisfaction after last install. My prompt response was that the installation seemed much better than previous 2 installations, BUT I was still having difficulties with door operation and window bumping. On 10/1 Andersen charged $7662 to my credit card WITHOUT my authorization, without my permission. That charge has been reversed. Today, almost 9 months after the initial installation, my sliding glass doors still do not slide properly and not with a 2 finger push. My windows still bump when slid.

  

  Business response

  10/17/2024

   

  I have been working diligently to resolve this issue with Mrs. ******** without any success.  It was very unfortunate that we needed to reinstall one of the patio doors, but it was need as the first unit was installed out of square. Renewal did go out for numerous service calls, but two of them were just to have a supervisor inform Mrs. ****** that everything is installed correctly and is operating as designed by Andersen. 

  Mrs. ****** is insisting that she was "sold" a patio door that can operate with two fingers. Andersen Corp. has never made this claim nor is it listed in any of our sales material. She is also claiming that the windows we installed do not operate as smoothly as one she had installed in **. Mrs. ****** claims we have sold her and installed "seconds" and the product is of a lesser quality that what Andersen offers. This is totally false, Mrs. ****** received the same product sold in all 106 Renewal by Andersen locations. 

  I do acknowledge that Renewal did not complete the project as expected, and that we needed to send an additional installer out to re-install the patio door. For that inconvenience I offered Mrs. ****** a reduction of $3,000.00 in her balance due, which is more than fair under these circumstances, in which she refused. 

  Customer response

  10/20/2024

   I am rejecting this response because:
  Nov23-Oct24 have dealt with disreputable actions by company. Each visit-techs stating level & working correctly. Service tech said I wish salesmen would stop saying things like that in ref to my expectation of a 2 finger push. In ************ mgr came, said he was embarrassed by installation & techs claiming all was correct. 8-30 NEW door frames were installed by 3 installers, took all day. 8-31 additional adjustments. With sales pitch, have had 10 appts. Was offered $2500 off- $500 per visit, for 5 visits. I countered $5000 off-10 visits $500 each. After an offer of $3000 compensation was taken off the table on Oct 14, by Gen *** ****** ********, I filed BBB complaint. Then I was sent paperwork so I could accept the offer that ****** ******** had told me was not longer available to me. Gen***, in conversation where I expressed that I wanted a refund of the $7661 I had already paid, responded with thats not gonna happen. ****** acknowledged offer of $2500 was $500 per visit, for 5 visits. I feel that I was justified in asking for all 10 appointments be compensated. From the sales visit on, I have been lied to. Salesman knew who he was selling the doors to. He promised a 2 finger push for me, I believed him. Said it at least 3 times during that sales pitch. I've been berated at tech visits & on the phone, when I was in the right. They werent level/plumb, windows & doors didnt slide as promised. Now, I am stuck with doors and windows that will never be right. 3 times calls not accepted by company. I don't trust warranty will be honored. I would like a total refund to purchase doors&windows to replace them.
  
  
  
  

• Initial Complaint

  10/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We ordered two patio doors one year ago. They were installed incorrectly. They have been out to attempt to repair on multiple occasions and yet they are still not done correctly. We are referred to the customer service department which can do nothing but apologize. There is no project lead or anyone else to speak with. All we are promised is that everything is under warranty and eventually they will be done. We continue modifying our schedules to accommodate this company because we want our doors done. They have offered nothing but empty promises and apologies.

  

  Business response

  10/07/2024

  Matt

  I apologize that we have not completed your RBA project. I see we have reordered the needed service parts and have received a delivery date for those service parts. I will have our service team reach out to schedule a return appointment that works best with your schedule.

   

  Thx

  Mitch Willett

  Customer response

  10/07/2024

   I am rejecting this response because:
  
  This is the same message we have received for 8 months. Sorry and we will fix it. This continues to take time out of our lives at Andersons convenience. At what point will you begin quality control on your product such that a job gets finished correctly? It's for this reason I'd like credit back on this job as perhaps a more meaningful way of Anderson taking responsibility for the lack of quality. 

  

  Business response

  10/07/2024

  Matt

  I believe you have been working with one of our service supervisors TJ, and he has communicated that we will inspect the product when it arrives before we schedule a follow-up service appointment. Once the project is complete, we can discuss compensation for the additional services/inconvenience needed to complete the project.  

  Thx

  Mitch Willett

  Customer response

  10/14/2024

   I am rejecting this response because:
  
  It says nothing. No timeline for finishing the project and only a discussion of compensation after the job is complete. I'd like someone to provide a timeline (which may involve additional supervision of the production line to ensure the product is done correctly) and more than a discussion about compensation. TJ has done nothing wrong but he can't do anything other than apologize and promise to be better next time. I'd like the excuses to end and Anderson to take some internal steps to get this figured out. 

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 24, 2024, the company Renewal by ******** installed six windows and one entry door. I had problems opening the door and I called them. They sent someone out and I was told that one of the hinges were broken and that they were going to expedite the order to come and replace it, and to date I have not heard a word from the company. Also, the windows only came with one screen and they are double windows so they need two screens. I also called them about that and they said they were going to order the screens and have someone come out and place them in the windows, and again to date, I have not heard anything from the company. On July 26 they finished installing the windows and door, but they have not completed the job yet. They have not brought my screens for my windows or they have not come to replace the broken hinge on my door. We are two disabled women living in this home I had to place on hold the order for my security door to be installed because of this problem with the door, we do not feel safe in our home since the hinge is broken and we have no security door. I spoken various times with ***** ****, one of the representatives of the company and He said he would take care of the problem and I have not heard from him. The loan company called ********* sent an email to me asking if I was satisfied with the installation of the windows and door. I told them the problem and they convinced me to work with them and that they would get the job done for me but again its only promises. I have tried to get a hold of them and have left messages and they do not call me back. My first payment with this company is in October, but I am already incurring interest on my on my account and I am afraid that I will have to pay more money from the interest than I was quoted in the first place. We are not happy with this company and also we are fearful because of the broken hinge and feel that someone might try to break in our home. Thank you

  

  Business response

  09/19/2024

  I have had the great fortune to speak to ***************** ****** ***** a few times since receiving the complaint.  I reached out and left a message the evening of 9/6/2024, I missed a call from her on 9/9 in the am, but got back to her later that day about 2:43p.  A great call, she just wanted to know what happened and how we were going to fix it her door.  Her concern stemmed from nobody reaching out to her since the serv ice diagnosis visit.  The issues were the operation of her door, the whereabouts for 2-half screens and finally she asked me about the financing and how much money she had paid in interest. I asked for a little bit of time to work out the financing, but said I see the screens are here, but the new hardware needed to repair the door was not.  I believe it was the 12^th, that we reached out to schedule the return service.

   

  I reached back out to her on the 9/16 with the information we were seeking from the bank about her interest.  I explained that she was going to be getting a refund from the bank for overpaid interest as she paid it off before the payoff quote had expired on the 20^th.  I stated that there was a UCC removal admin of $99 that that her next interest that she paid amounted to about $174.00.  She said ok,  thanks for finding that out.

   

  Ultimately a part failed on her door, and we were trying to get those parts here as fast as we could to get out there so the door would operate effectively.  She did ask about a doorstop for her door, and we talked through that, and I said I would get one of those on order for her so we can install that when we came out to do the service.

   

  If we had communicated in a timely fashion, we would not have forced the homeowner to file.  I am  however,  glad she did as she has been great to talk with, but it lets us know what we need to do better.   

   

  I let her know that I would be sharing our conversations and gameplan with the BBB and that she would receive my response for her to comment on.

   

  We look forward to getting these items corrected for ******.

   

   

   

   

  ***** *****| CX Manager RENEWAL BY ANDERSEN OF **********, BOISE, and CENTRALCA Direct: ****************Showroom: **************** *********************************************************************************************************** ************************Read our reviews HAVE WE EARNED A TEN TODAY? ??????????

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  from day 1 of this job was a disaster the windows that were to be installed were the wrong size and the wrong windows. called the company right away and told them the situation and did not receive a response back. so I started to take pictures of what was wrong. this was the start of this problem. so a 2 to 3 day job has taken 16 months and the job is still not finished and all I get is a runaround from the company. they have came out multiple times and every time was the same thing they worked and didn't do the job right have taken pictures from day one to show the shotty job they have performed. last time they worked I took a lot of pictures of things that was wrong. and every time they worked there was something messed up. this company has taken their sweet time and a I just want to call this job done and receive a full refund for what this company has put us through for the last 16 months. PLEASE HELP THANKS. IF PICTURES ARE NEEDED I HAVE A LOT OF THEN TO SHOW THE WORK THEY HAVE ON OUR HOUSE. ALL PICTURES ARE ON MY PHONE AND DON'T KNOW HOW TO UPLOAD TO COMPUTER.

  

  Business response

  09/06/2024

  Good evening,

  We have spoken with ******************** and have found a working resolution that both parties are in agreement to. We will be making an adjustment to ************************ project total, which ******************** is in agreeance on. We are in the process of submitting the final release for the adjustment to ******************** for his approval. ******************** was also made aware that the release process, for all parties approval, does take a little longer and is in the final stages. 
  We are very happy that we were given the opportunity to assist ******************** with this resolution and hope to see him delighted once the final, agreed upon, adjustment has been completed. 

  If you have any questions please let me know. 

  With Hospitality, 
  *******************; Operations Manager

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two years ago we purchased multiple windows and two sliding glass doors from Renewal by Andersen. Since then, we have had issues with one of the sliding doors. There was a major draft coming from between the two doors in our kitchen. It was determined that one of the doors was deformed so Andersen replaced it. However, the door now makes a loud annoying squeak when opening and closing. Andersen came out again to take a look. They thought part of the door trim was incorrectly installed and rubbing against the tract, so they replaced it. That didn't fix the issue. The technician, after doing more trouble shooting determined there might be something wrong with the tract itself and that Andersen's installation team would need to come out and diagnose. He also noted that there was a gap between the two doors to the outside letting air in and out. He also noticed a gap, albeit smaller, between the two doors of the other Andersen sliding door in the den. That was on July 17. I have since tried multiple times to follow up with Andersen. They have always been responsive in the past, but this time it's been complete radio silence. The fact that there are gaps between both sliding doors is really concerning. They are still under warranty and need to be fixed.

  

  Business response

  08/28/2024

  We have connected with customer and service has been scheduled. 

  Customer response

  08/28/2024

   I am rejecting this response because: The company has reached out to me to schedule a supervisor to come out and diagnose the issue. Unfortunately the earlies date is 21 days out. That said, I'd like to keep this complaint open until they have fixed or at least proposed a solution. 
  
  
  

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired ******** to replace several windows in our home. There was a problem with one of the windows so they didn't install it. We were told that they would ammend the permit and get it done. Now over a month has passed. We have attempted to contact them well over 40 times. We have received no timeline as to completion. We now have a large hole in our house which they made.We want our job done.

  

  Business response

  08/16/2024

  We have contacted the homeowner and are continuing to work on resolution with an architect/structural engineer in order to complete the installation.

  Customer response

  08/22/2024

   I am rejecting this response because:
  
  We finally heard from ******** on Thursday. The message indicated that they are still waiting to contact an architect to change the plans. We are not happy because we have heard this same story for the last 7 weeks. We feel that they have had plenty of time to work on 1 window. We would like to have a date for completion not more excuses.

  

  Business response

  08/29/2024

  We have connected with the homeowner on the next steps for completion.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The framework caulking on one of the large patio doors they installed 2 years ago was not totally completed, so when it rains, we get a small waterfall to the floor. We have been calling customer service for the last 2 days and no one has returned our calls .( we have and used 8 different numbers they rerouted us to)We request a rep to visit and repair the problem. Thank you for your help

  

  Business response

  07/18/2024

  We have been in contact with the customer and a service appointment has been set to address the issue. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Re ******** CA location: Absolutely inept, their first installation failed county inspection and they delivered the wrong window. They lied on the County Permit about Scope of Work and Valuation. They make mistakes then lie, and now it turns out they may not have a California Contractor's license. I have filed a CSLB Complaint to find out if they are licensed, we are awating their investigation, but doesn't appear so. They are using another company's license number. We paid premium price (over $15,000) to get excellent work and warranty from a national company. Instead we got a local unlicensed franchise, unqualified unhappy workers with no supervision, major stress of dealing with the workers, delays (3 day job became 2 months without siding on our house), damage to our floor, stucco overspray everywhere, damaged gutters and garden hoses, and our warranty might well be worthless. Buyer Beware! We asked for a discount (even just $1,000 as a show of good faith) and they told us that their installing the window we had originally ordered was our discount. Threatened us with collections and lien on our home.

  

  Business response

  07/17/2024

  Renewal by Andersen is sorry for the delay in completing your project.  All open permitting and inspection issues have been resolved. In addition, all damages caused during the project have been resolved, and Renewal by Andersen re-ordered and replaced the window at no additional cost to the homeowner.  The warranty is still valid.  Renewal by Andersen is properly licensed to operate in the State of **********.

  Customer response

  07/22/2024

   I am rejecting this response because:
  

  RbA response is unresponsive to warranty & License complaints, & patently untrue re resolution of damages.

  Damages to home & concrete caused by RbA worker carelessness/ incompetence were not resolved by RbA & are being repaired at my expense, & remain unreimbursed. The stress, lost wages & loss of use due to their lies & incompetence remain uncompensated. Even customer referral fee is unpaid. 

  RbA "re-ordered & replaced the window at no additional cost to the homeowner" BECAUSE THEY ORDERED & DELIVERED THE WRONG WINDOW, try to blame customer, try to say the ordered window was some kind of discount to us.  If you read the complaints on BBB, they often deliver wrong product.

  Bcz of RbA incompetence, our house was unsecured in winter storms, w/ unfinished exterior & interior walls. I had to fight with them just to get insulation & sheetrock, witnessed by County Inspector. We couldn't leave home. We couldn't have guests.

  They claim in their response, "The warranty is still valid" but give no name & address of licensed contractor responsible for warranty issues. This franchise in ******** is using License of a company in ************, we await CSLB determination of whether they were licensed. If unlicensed, the warranty is void per national RbA. If unlicensed, it affects our home resale & liability.

  If RbA actually "properly licensed to operate in the State of CA", under what license number, under what primary licensed contractor name, under what address, under what insurance & bond? Their license in Torrance expired. The license in ************ the Torrance firm uses, could provide no evidence the workers from ******** are covered under the Laguna Hills license or insurance. 
  

  The RbA response is unacceptable. 

  

  Business response

  07/23/2024

  I apologize that the customer disagrees with the facts as outlined by the contract as to the customer originally selecting a window that was signed for multiple times and then changed their minds upon Installation. Instead of charging the customer for the window that they changed their mind to, RbA assumed the cost for the window as compensation due to the Installation issues. This value of the window provided to the customer free of charge is well above the compensation requested of $1,000 by the customer. In addition, we are no longer a franchise location and are company owned and are licensed properly to do business in the state of **********. The licensing the customer is referencing is old data from when this location was a franchise. Lastly, the product is still valid under warranty. 

  Customer response

  07/24/2024

   I am rejecting this response because:

  1) RbA has still not provided the requested information re license and responsible party. They offer empty, unsubstantiated words.

  2) RbA is simply repeating its excuse re wrong window. Salesperson **************** knew what we ordered. Contract stated "one passive window, one active window". On installation we recognized there were two active windows, per STANDARD INDUSTRY DEFINITIONS and what an average reasonable person would understand. We learned later that RbA internally uses different language. We will see if a judge agrees with them that customer should have known that, or trusted their salesperson's description of what we would get. Salesperson admitted her mistake.  RbA would never have replaced the window bcz customer "changed their mind". 

  

  Business response

  07/25/2024

  The CSLB will confirm our license status and that replacing her window at no cost was a gesture of goodwill for the delays in the project.   

  Customer response

  07/25/2024

   I am rejecting this response because:
  I will await the CA ******************* decision before closing this complaint. Until we know the license number, the responsible contractor for that license, who is responsible for our warranty, and have restitution for the extra (per contract) expenses we are paying for repairs due to RbA's poor workmanship, we will not be satisfied with RbA response.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Installed a broken/inoperable screen door along with the sliding glass door. The door was very poorly installed leaving poorly filled gaps along the side. It will be 2 months before they are willing to rectify the situation by installing an operating screen dor and re-finishing the gaps. Passed from one department to another and finally scheduled for August 14. This job needs to be finished sooner and yet they are asking for payment and a signed letter of completion. It is not complete.

  

  Business response

  07/11/2024

  Service appointment is set for 8/14/24 to complete open items.  The estimated ship date is 7/19/24.  I have asked the **************** Assessment team to move up appointment to earlier date if we have any cancellations.  

  Thanks,

   

  ************************;

  Customer response

  07/12/2024

   I am rejecting this response because: Resolution is still over a month away, have been living with this situation since June 20 and it's insect season.  Two months from initial installation until resolution is unacceptable, especially considering the cost.
  
  
  

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order date: March 22, 2024; Order #********; Total purchase price: $11,614.00 minus Discount: $1,347.00; Andersen received a Finance deposit of $3,388.11 on April 4, 2024.***************************, Concierge for project *************)****** is supposed to be our Support Manager *************)I ordered a new door frame, door and storm door. Measurements done on April 11, 2024. May 10, 2024, new door frame and front door installed. Storm door was damaged and a new one was ordered. June 21, 2024, another storm door was delivered, but damaged in same place, and without hardware. The installer brought a repair kit with him and wanted to "repair" this new door. We rejected that door. (We believe it to be the same original damaged door.) We paid for a new door; not one that needed repaired.Andersen claims to have completed the work (not true) and received 1/3 payment from the GoodLeap LLC **************** As of July 2, we have no replacement door. Job not complete. Communication with us has been "0". We have had to reach out to Andersen in all cases.

  

  Business response

  07/11/2024

  Service appointment is set for 7/19/24 with homeowner to complete open items. 

   

  Thanks,

   

  ************************;

   

*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. ↩