ComplaintsforRenewal by Andersen of Central North Carolina

• Initial Complaint

  08/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We had anderson window install new windows and doors on our house. Since then they have had to come back 6 times for repairs. They were here last week and already need to come back to fix an issue from last week along with two new issues they created. We spent $40,000 for this project. It should not require multiple repairs that are clearly installer error and poor product quality. Not to mention the lack of consistency in the install. Some windows are set two -three inches deep while others are much less causing blinds to fit inconsistently. The fact that no one except repair guys have come to follow up (at this point I would expect to see a supervisor or manager) shows how little the company cares. When I posted a complaint on ********* they called to sell us new windows.

  

  Business response

  08/14/2024

  This is not our customer.  We do not service this area.  Thank you.

  Customer response

  08/15/2024

   I am rejecting this response because:
  They are the ones that installed our windows at ******************************** 
  ********************* was our sales representative. I have spoken with The office. 
  
  

  Customer response

  08/20/2024

  I spoke with their sales person, *********************, this past week. He stated that this is the office he sells for.  See attached text pic conversation.  I also spoke with the office and the confirmed they were the ones to install our doors and windows. 
  the hose they installed at is 

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

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

  Oir names are ****** and *************************

  

  Business response

  08/21/2024

  *****************,
  
  We apologize that this has been your experience. I did confirm with the ****************** that we were able to get in touch and schedule our Coastal Production Manager to complete a job site visit today. We appreciate your flexibility in allowing us to come out same day to complete an assessment.

  Hailey

  Customer response

  08/29/2024

   I am rejecting this response because:  

  I did not receive a message prior to this one asking about complaint. The situation has yet to be resolved, but they did send some people out to plan a resolution. However we have not heard back from them about when they are coming to fix it.  Why is this closed without confirmation from me?

   

  Very annoyed that every other message has come through and I have replied but you just close it. Please post this response with my complaint. 

   

  Thank You,

   

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

  
  
  
  

  

  Business response

  08/30/2024

  *****************,
  
  It does look like service parts have been ordered for your project. The service department plans to be in contact with you today to update you with next steps.
  
  Please let us know if there are any additional questions at this time.

  Customer response

  09/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.  

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 20 Anderson replaced 14 windows in my home. The process was to take 3 to 4 days. They did it one day and in so doing damaged my house and property.in several locations. They promised to fix the damage. To date, May 15 they have not. I believe they have no intention of doing so. This is why I believe I need your help.I do intend to address the large sum of money I paid. If you could help me with this that would be great. If not I will take this up at another time.

  

  Business response

  05/16/2024

  ******************,
  
  We did reach out to you in early April to get you on the schedule for service. This service included repairing the siding and gutter guard. We offered a service date of 04/26, but you were unavailable so we put you on the calendar for 05/06. The installer who came out to your home on 05/06 confirmed that all services were complete. You did not agree, so we did send out a technician to your home today to complete a walk through with you. The technician that visited your home today confirmed that at the end of the appointment you were satisfied with the project. Please let us know if there is anything else that we can do to improve your experience.

  Thank you,

  Hailey 

  Customer response

  05/16/2024

   I am rejecting this response because:
  None of this is true. I have documents and photos to prove otherwise. This is how Anderson has treated this problem right from the start.
  
  

  Customer response

  05/29/2024

   I am rejecting this response because:

  The Tech (*******) came out and did very little. He tried his best to pass the problem along to me.

  I was just visited by his superior and he says he will send out a crew and address all my issues. How ever I have my doubts, based on some the ways he said he would do the repairs. He wants me to stop the compliant. I agreed as soon as I felt all the items were addressed.

  This would not have been possible without your help. Please stay with me until everything is complete.

   

  Sincerely

  ***

  
  
  

  
  

  

  Business response

  05/31/2024

  Good Morning,

  I understand that *********;has rectified any outstanding issues you have.  If there is anything else we can help with please let us know.

  ******

   

  Customer response

  05/31/2024

   I am rejecting this response because: **** and **** showed up and made things worse. They glued the shutters to the house. Now I have to hire a painter to paint them. **** showed me the can of paint and said he would trade it for me taking down my post with BBB. He left with the paint. **** would not remove the siding so I could examine the mistakes. He did say that you only need two nails to hold the siding and they can be in the **** This is not true. But I think he knows what is behind the siding. You need to remove several pieces of siding to examine the mistakes. **** never addressed the damaged done to my gazebo.
  
  
  

  

  Business response

  06/03/2024

  
  After the completion of the installation on March 20th, 2024, the customer signed a zero defect form and confirmed that everything was completed to their satisfaction.
  
  Once we were notified that there were a couple of items the customer was concerned about, one of our Production Managers, ****, met with the customer on May 29th, 2024 at 12pm. After a short conversation and a walk through with the customer, **** agreed to have a 3rd crew go out and paint the shutter plug heads that our technician had offered in a previous visit. The customer had concerns about damaged and/or broken nail fins on his existing siding, **** agreed to have **** and **** remove siding wherever the customer wanted it checked to prove it had been replaced. Upon this inspection the customer found 1 piece that had nail fin damage and we agreed to replace it. This was done as a goodwill gesture. The customer had painted his shutters a custom color and the plugs used were as close to a match as could be provided.
  
  We have not received any information or documentation regarding damage to the gazebo.
  
  A completion call took place on May 30th, 2024 and the customer confirmed again that everything had been completed to his satisfaction.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Deceptive advertising

  

  Business response

  05/15/2024

  Ms. *****,

  Thank you for expressing your unhappiness with a Renewal by Andersen Marketing piece.  Unfortunately, I am the Marketing Director for Renewal by Andersen of Central North Carolina.  If you could reach out to your Renewal by Andersen in ****, I know they would appreciate your feedback.  

  Thank you,

  *****

• Initial Complaint

  10/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 27, 2023 I had new windows put in my renewal by Andersen. I was well until I noticed on a large crack high on my siding as I was showing my new windows to some family members. The damage to my siding that was not there prior to the window installation. After I called renewal by Anderson, to inform them of the damage to see what can be done; they told me that they believe they were not at fault for this damage. However, I am positive that they were at fault as there was no damage prior to the installation, and the damage done is no more than 3 feet away from the window that they were working on. The damage also looks to have been done by a ladder, hitting the siding, which there was a ladder in use for that particular window.

  

  Business response

  10/24/2023

  Good Afternoon ******* Family.  Thank you for the feedback.  We have done some additional investigation and have determined that crack was not there prior to our measuring of your new windows.  While it is hard to imagine we could have caused that damage given the location in proximity to the window, we are happy to assist in replacing it.  We will be reaching out to you for follow up appointments to replace that piece of siding.  Please feel free to contact us with any further questions or concerns.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing, again, to express my deep disappointment and continued frustration with Renewal by Anderson's persistent and intrusive marketing tactics. I have reached out on multiple occasions to request that my information be removed from your marketing lists. The latest piece of communication from your company, which you dare to call a "thank you letter", is nothing short of a pathetic excuse for acknowledgement. I want to make it unequivocally clear that I have on intention of ever doing business with your company again. Moreover, I am committed to sharing my negative experiences via BBB complaints, as long as your company continues to harass me through these incessant marketing schemes. I implore you to actually take action this time and cease any further marketing attempts. Please work on your approach to improve customer relations and marketing practices. Given the $97,000+ I spent on windows/doors and the pathetic level of customer service I received for the price paid, and apparently continue to receive given your never-ending incompetence, you have a significant amount of work to do.

  

  Business response

  11/08/2023

  Ms. ******,
  
  We alerted all of our partners in January of 2023 asking them to remove you from all future communications.  I am so sorry you continued to receive marketing tactics.
  We have resent your information and will confirm with each of our partners that they have indeed removed you from their lists.
  Again, I apologize for any frustration we have caused.
  
  
  Sincerely,
  Jodie M
  Director of Marketing
  
  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had a door to door salesperson, Keith B*****, come out and give us a quote for a patio door. We told him up front we did not want a door because we could not afford monthly payments. He said we could apply for a loan that would mean we wouldn't have payments for 24 months. We applied and he congratulated us saying we were approved. He had us go onto our emails immediately and accept the loan approval and was explaining by mouth that we were signing an agreement for no payments for 24 months. He showed us the Renewal by Anderson contract and verbally explained the ***** *** (financing bank) contract that we signed with his assurances that it was 24 months of no payments. We eventually get the door installed. A month or so after installation we got a letter from ***** *** stating we had a payment coming up. Keith had previously said that RBA makes the initial payments on our behalf to GS until we start making payments after 24months so we just assumed the bill was for informational purposes. A month after that we get another bill saying we missed a payment and we're going to be charged a late fee. I call the bank and they say our contract is for 24 months free interest but that we still have monthly payments. I called RBA and they said we hadn't qualified for the no payments for 24 months and that we should have read the contract we signed with Keith. I called Keith and he said he did remember we got approved for the 24 months of no payments promotion and he wasn't sure what was going on. Now it has fallen back on us and it all being our fault because either Keith lied to us or at least misled us when going through the contract we signed in person and RBA says we should have read the contract better. But when you have a salesperson for the company going through the contract with you and supposedly explaining it to you as you go, why would I not have believed him? It is very manipulative and not okay to say that everything is our fault when your employee misled us.

  

  Business response

  09/05/2023

  Good afternoon Ms. *******,

  Let me begin by apologizing for your frustration and disappointment.  Our project consultant Keith - most certainly applied for the loan you requested at the time the application is done.  There are circumstances where ******** will approve an applicant but on a different program than requested, which seems to be the case here.  If Keith assured you that you were approved i am confident it was an oversight given both programs had ‘24 months’ as part of the offer.  The loan documents received that you approved would have clearly stated the terms.  I am sorry that this happened and wish there was something we could do to assist.  The loan approval process is not something we can influence.  If you have any other questions or concerns please feel free to contact me at ************.

  Ellen M.

  Director of Operations 

  Customer response

  09/05/2023

   I am rejecting this response because: I understand what you are saying but when Keith was was standing in front of me saying that I was approved for the loan and assuring me that everything was in order, I signed the contract. If I had been informed correctly, I would never have signed it. He brushed over the contract and rushed me to sign it and said yea this is what it says and told me click here here and here and that was it. I never had the chance to fully view anything and it was all very rushed and verbally explained but not went through as it should have been. I also never received a copy of the contract afterwards so I had no chance to cancel it or catch the mistake before the cancel period ended.
  
  
  

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 20, 2021 we entered into an agreement with Renewal by Andersen of Central NC to purchase and install 2 windows, 1 patio door and 4 miscellaneous doors. We were told the job would start in 8-16 weeks. We paid 50% down on March 24, 2021. After a few months - we tried repeatedly to reach our salesperson (Kelly S******) only to find out she was no longer with the company and the order was never placed. After numerous phone calls we were assigned a new representative (Katelin D******) who helped us get the order placed and work scheduled. After a couple of delays and follow-ups (since the work took multiple visits to complete - and we had issues like incorrect casements, incorrect parts, missing thresholds, incorrect trim, incorrect colors) - we finally had the 1 patio door and 2 windows installed (although we were still missing some hardware). This work was eventually completed on October 22, 2021 . On February 15, 2022 - I wrote a certified letter to the company filing a complaint asking when the 4 missing doors and the missing hardware would be delivered and installed - and asking for a credit of $2,500 due to both unreasonable delays and poor quality service. I never received a response. Once again we made numerous calls and a crew came out on May 20, 2022 and installed the 4 missing doors - but did not do a good job. We had the incorrect trim around the doors resulting in 2 1/4 inch gaps, thresholds were missing and calking was never completed. During the summer of 2022 we ended up hiring a contractor to complete the job at a cost of roughly $5,000. We are now receiving calls from Renewal by Andersen for payment for the job that was never completed. There are three issues: #1: We have not received a finalized invoice dictating the balance - so it is premature to collect, #2 The job was never completed costing us around $3K out of pocket to finish. #3: We expect a credit for such poor performance, time wasted, and unrealistic delays.

  

  Business response

  09/07/2023

  While we have confirmation that the work was completed in March of 2022 and a service in May of 2022 and that Mrs. R advised that her husband dealt with the finances we were never able to reach him.  There is no documentation to the assertion that they called without reaching anybody repeatedly and when we were finally able to connect they advised they had performed the work w/ another company.  We simply asked for a receipt for the work so that we can deduct it from their remaining balance and ensure that the work performed would not affect the warranty that would be in effect upon final payment and we have yet to receive such a receipt or invoice.  We have made many attempts to resolve this amicably however, there is a substantial outstanding balance that we have not been able to resolve.

  Customer response

  09/07/2023

   I am rejecting this response because:
  
  1.  The work was never completed as stated in the response.  This is why we had to bring in an independent contractor.  
  2.  We have never received an invoice for the outstanding balance.
  3.  I requested a credit due to the ridiculous delays, # of calls we had to place to get any response, and poor workmanship & stated such in a certified letter dated February 15, 2022 and never received a response.  
  4.  I do not have the receipt for the work performed by the independent contractor (was completed over a year ago)   - but we paid $3000 out of pocket to complete the job.  I told the AR rep that we may not have the receipt and also to contact me (not my wife) for further discussions if needed (call was recorded).
  
  I expect a credit of $3000 for our out of pocket expenses to complete the work and $2500 for the inconvenience we faced and a final invoice reflecting these credits.  This was outlined clearly in our complaint:

  There are three issues: #1: We have not received a finalized invoice dictating the balance - so it is premature to collect, #2 The job was never completed costing us around $3K out of pocket to finish. #3: We expect a credit for such poor performance, time wasted, and unrealistic delays.

   

   

  

  Business response

  09/15/2023

  We would be happy to discuss these request – but we do not believe it is reasonable for us to reimburse you for out of pocket expenses when you aren’t able to provide us an invoice for furnished labor.  We have been and remain willing to do any service work remaining once this is resolved.

  Customer response

  09/27/2023

   I am rejecting this response because:
  

  Hi ******* -

   

  Understood – then I need continuance for lack of invoice and failure to complete the job (requiring out of pocket expenses to finish).

   

  I am simply trying to avoid litigation.

   

  Thanks in advance,

  *****

   

   

   

  
  

  

  Business response

  10/05/2023

  There is no ongoing litigation that would require a continuance.  We will send a revised invoice for the current balance.  As discussed, we will need invoices and or receipts for service work completed in order for us to be able to adjust and to ensure the pending warranty has not been impacted by the work done via an outside party.

  Customer response

  10/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  The company, however, has not accepted the fact that the job was never completed & has made no effort to compensate for unrealistic delays, shoddy workmanship, and poor customer service.  I will continue to make others aware of our experiences. 

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Plastic tracks are bowed or warped which prevent windows from opening or closing! I have been trying to get them to repair or replace the windows for nearly a year and a half. After numerous visits by technicians and numerous promises by them to schedule and fix the problems, they have yet to even attempt to repair or replace the windows.

  

  Business response

  08/11/2023

  Hello, we are very sorry for your frustration.  It appears we have just received the service materials this week.  We will have someone contact you to schedule the needed work as soon as possible.
  

  Customer response

  08/12/2023

   I am rejecting this response because:
  This is just their latest promise to repair my windows.  They have made this exact same promise at least 7 times over the past 1-1/4 yrs.  While I have little doubt that they will not do what they have just promised, I will wait for one more week to hear from them and what they plan to do.  If the problem is not immediately resolved (within two weeks thereafter) I would expect BBB to act swiftly on our behalf.  Thanks you.
  
  

  Customer response

  08/21/2023

   I am rejecting this response because:  

  Despite their promise to do some of the business, never called me to schedule an appointment to make the repairs. They have also not done the repairs. So basically, the response to my complaint was a total lie or total incompetence.  Please reopen the case.

  Sent from my iPhone

  ******* ******** 

  
  
  
  

  

  Business response

  08/23/2023

  Mr. ********,

  
  We received the parts to complete the job, and unfortunately, they were damaged upon arrival at our warehouse. We have re-ordered the parts needed and are waiting on a new arrival date. We will contact you to schedule once the new parts arrive. 
  Once again, we apologize for any inconvenience this may have caused and appreciate your patience and understanding.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan. 6th 2023, my wife and I signed a contract with Renewal by Anderson (RBA). One door for over $8,000. The sales lady said it “would be no ore than 6 months, but likely closer to 4 months.” The stated RBA told her she had to say 6 months but it wouldn’t be. I made sure to ask how long because supply issues in 2022 after covid were tough. I wanted to be the rain season which has now descended on us and I have a door that was suppose to be replaced months ago. During this time, they’d call me and I told them via text and phone call (roughly 3 times) that I needed it installed by 6/6/23 at the last west or I was cancelling. They are still not telling me an exact day and are refusing to return my 50% deposit.

  

  Business response

  06/28/2023

  Mr. *******,

  We are very sorry for your frustration. However, the dates on your contract state up to 26 weeks and are stated as an estimate only and from the date of measure. We do expect your product in our warehouse on 8/1. We cannot cancel or refund at this point in the process and would like to schedule your installation any day of your choosing after 8/1.

  Thank you,

  Ellen M********

  Director Of Operations

  Customer response

  06/28/2023

   I am rejecting this response because:
  
  The contract is open ended then? I could chose to install in the year 2030 without repercussions?

  I went with you because of the Andersen name. I realize your playing off their name and are not Andersen. I doubt they would over promise and under deliver.  
  

  There should be some give on your end wether it’s a complete refund or a discount. I was TOLD 4 months (April) but absolutely no later than 6 months. Now your pushing for 8 months. 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a complaint against Andersen Windows (AW) about deceitful sales practices & no response to concerns that occurred before and during window installation(cost= $9,563.67; date= 12/15/21). During the consultation we told the AW salesman that 1 of the most important things in deciding which type of window & which company to buy from was that our existing window shades would continue to fit in the same way w/the new windows. The salesman assured us at least 2x that the shades would fit in the same way. On installation day, the installers said the shades would NOT fit again in the same way & even said that they frequently show up for an installation job & customers report being falsely told that they can re-install shades in the same way once new windows are in. I told AW that we were concerned w/the deceitful sales practices & requested they discount the cost of windows to account for the fact that the salesman clearly lied to make the sale. AW replied that they don’t guarantee anything & that our contract states so. I argued that in that case, it’s deceitful to guarantee customers during the sales process that current window shades can be re-installed w/new windows. I was told that a Dir of Customer Care would reach out about my concern, but I never heard from them. During installation, scratch marks & chipped paint were left on our wall. I asked for damages to be taken care of & emailed AW photos of the damage. AW said they’d call to arrange for an inspector to review the damage, but again nobody ever contacted me. Even after I told them I hadn’t heard from anyone, I still didn’t hear anything & have yet to hear anything. 9 months later, AW contacted me to say they wanted to send someone to take care of the torn screen. When I told them I still had other concerns that weren’t addressed, they said they only had notes about a torn screen. They claimed to have nothing on record about the damaged walls & that we'd been waiting for an inspector to look at the damage.

  Customer response

  06/26/2023

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  06/28/2023

  Hello,

  We are sorry for your frustration – while we do everything possible to convey proper expectations.  It isn’t stated anywhere in your agreement that we guaranteed the window treatments would fit back.  Additionally, on page 6 of our agreement it states “We ask they you remove any window/door treatments on units being replaced in advance of our arrival, there is no guarantee that window/door treatments will after new units are installed”.  Lastly, on page 9 of the agreement it states “Buyer(s) agrees and understands that this Agreement constitutes the entire understanding between the parties, and that there are no verbal understandings changing or modifying any of the terms of this Agreement”
  

  Ellen M********
  Director of Operations

  Customer response

  07/06/2023

   I am rejecting this response because:  

  I reject Renewal by Andersen's response. They stated that nowhere in our agreement does it guarantee that the window treatments would fit back. However, if they read my original complaint carefully, my grievance is with the following:

  ·        During the in-person consultation and quote for new windows, we told the Andersen Windows salesperson that one of the most important things to us in deciding on which type of window a& which company to buy from was that our relatively new window shades would continue to fit in the same way/style w/the replacement windows.

  ·        We were assured at least twice by the salesperson that our shades would fit in the same way (inside the window frame) w/the Andersen windows we were considering, and, we ultimately decided to purchase the 5 replacement windows from Andersen.

   

  I consider this to be a deceitful sales practice. If Renewal by Andersen cannot make any guarantees about these types of things, they should do a better job of training their salespeople to not make guarantees that they cannot fulfill. As mentioned in my original complaint:

   

  On the day of installation, the installation crew specifically told us that this situation happens quite frequently—that is, they show up for an installation job and customers were falsely told that they can re-install existing shades or blinds in the same way after new Andersen windows are installed.

   

  In other words, we are not the only ones who have had this issue and there are multiple sales people guaranteeing customers something that they cannot fulfill. 

   

   

  I also reject the business's response because per my experience up until this point, they have failed to address my full complaint. In addition to the deceitful sales practices, the original complain stated:

   

  ·        There were additional installation issues. First, multiple, noticeable scratch marks were left on our wall and some that chipped paint from the wall (exposing the head of a nail in one part)., Also, 1 of the new screens (which came w/the new windows) was torn. 

  ·        I had asked for the scratch marks and damage to our walls be taken care of. As requested by Andersen, I emailed photos of the damage & they said they’d call me to set up a time for an inspector to review the damage.. Nobody ever contacted me to set up that inspection and even after I contacted them to say that I hadn’t heard from anybody, I continued to not hear anything and have yet to hear anything about the concern of damaged walls.

  ·        9 months later (February 2022), Andersen contacted me to say that they wanted to send someone out to take care of the torn screen.

  ·        When I told them that I had had other concerns that weren’t addressed (i.e., deceitful sales practices and the damage to our walls) and asked them to tell us what they had on file as our previously stated concerns, they told us that all they could see was that a torn screen needed to be fixed.

  ·        They claimed to have nothing on record about the fact that we had emailed photos of damaged walls and had been waiting for one of their inspectors to come out and look at the damage.

  The business's response said absolutely NOTHING about the above grievances about scratch marks and inspection. 

  
  
  
  

  

  Business response

  07/10/2023

  Hello – can you provide the email address or name of person you spoke to regarding your wall damage?  We will happily take care of this – but do not currently have record of it.  Additionally – I do see we attempted to provide service in February of this year and person at the residence at time we arrived refused to open the door and instructed our technician to leave the property.
  
  As for the window treatments – we stand by the fact that it is clearly stated in multiple ways throughout our agreement that we cannot guarantee the window treatments being able to fit back as well as that “on page 9 of the agreement it states “Buyer(s) agrees and understands that this Agreement constitutes the entire understanding between the parties, and that there are no verbal understandings changing or modifying any of the terms of this Agreement”.
  
  We are sorry for your frustration – and would like to do what we can to remedy the wall and torn screen.

  Thank you,

  Ellen M********
  Director of Operations

  Customer response

  07/11/2023

   I am rejecting this response because:

  The company refuses to acknowledge that having sales people guarantee customers that their window treatments can fit back (in spite of that not necessarily being true) is an acceptable sales practice. So in other words, the sales people's word means nothing? Why even have them come out to do a consultation in that case? And if you want to keep leaning on the contract, where does it say that we are agreeing to accept deceitful sales practices. Again, the installation crew said that this is a common issue that they see-- you take absolutely no responsibility for what your sales people say during their on-site visit/consultation? 

  As for the scratches and inspection, we have email exchanges with Dominick L**** from May 2022 that show that we attempted to address the issue. We emailed him photos of the damage on May 2, 2022. On May 3, Dominick replied that he forwarded the photos to the appropriate people (someone by the name of Kaley) and that Kaley would be in touch via phone to open a case to have an inspector come to our house. We emailed Dominick on May 5 to let him know that we still had not heard from Kaley, at which time he said he escalated the concern to someone named Michelle and that either Kaley or Michelle would be in touch. We never heard from Kaley or Michelle and honestly did not have time to keep following up. The company started contacting us again about the torn screen, so in February 2023, we let Renewal by Andersen know that we had tried to reach out the previous spring about other concerns and we asked them to tell us what they had on file and they said all they had record of was the torn screen!

  As for someone coming out to our house in February, nobody contacted us prior to that to let us know that they would be coming out, so we were not home at the time. I got a text message saying a technician was on the way, at which point I asked to cancel the appointment via text. It is not true that we refused to open the door and that we told the technician to leave. 

   

  
  

  

  Business response

  07/12/2023

  In this instance there is nothing that substantiates the accusation that the sales consultant guaranteed anything verbally.  This is why we have terminology in our agreement regarding verbal agreements, as previously noted.  If you would like to proceed with the screen and wall service we will gladly contact you to schedule.
  

  Customer response

  07/13/2023

   I am rejecting this response because:
  
  Their approach and responses to this matter are still unsatisfactory. By choosing Andersen, in what is a nearly $10,000 purchase, it was explained during the sales consultation that by going with Andersen we'd be assured a high-quality and "hassle free" experience. This has been nothing but a massive hassle and low-quality experience, and the company takes no responsibility for their unethical business practices. By way of "substantiating" the unethical sales practices I previously described, I would not have thought it necessary to ask the sales person that we record the entire conversation, and in the purview of Andersen, it seems this would technically be the only way to "substantiate" what we were told by the salesperson. As described previously, on the day of installation, the window installers stated that the problem I am reporting happens frequently: that customers are given false information about window treatments during the sale and are frustrated to learn the reality during installation. I believe this adds some substantiation on the matter, but Andersen refuses to take responsibility and this seems consistent with their unethical business practices. In the most recent response, I do appreciate that they finally acknowledged the issue of damaged walls, which I raised shortly after the installation and this issue had otherwise been ignored for over a year. 
  Given the circumstances and very much wanting to conclude this multi-faceted problem with Andersen, I request:
  1. Delivery of a new screen to replace the one that was torn on arrival. This would require scheduling with me a delivery date (not just showing up unannounced at my house) and giving me at least 7 days advanced notice for scheduling so I can arrange my availability accordingly.
  2. Providing me with 30% off the remaining balance, which I would like to pay very soon and has been held up by the ongoing back and forth regarding concerns I raised immediately after installation. This 30% reduction on the remaining balance will allow me to get the damaged wall fixed and repainted (something Andersen staff told me over a year ago was a possibility). That said, this minor reduction in cost does not even come close to compensating the enormous amount of time I’ve spent attempting to address multiple concerns with this purchase.
  
  
  

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