ComplaintsforRenewal by Andersen of Central North Carolina

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 2, 2021, I purchased 6 new windows with Renewal by Anderson. I paid $6,206 as a down payment, and was ready to pay 6,207 upon completion of the installation. They told me that this order would take 8-16 weeks. 6 months later, they came to install my 6 new windows. After cutting out the first existing window, they realized none of their custom-built windows would fit, even though they had assured me they measured my windows twice. They jammed one of they ill-fitting windows into the hole they had already cut, and then told me not to open it since it was not the right size and would likely not close again. It has now been another 6 months since their failed installation, and over a year since I ordered these windows. I have reached out to the sales rep who sold me the windows as well as customer services, the company's website, and their facebook page, and have not heard anything back as far as if or when this installation will be complete.

  

  Business response

  05/16/2022

  Hello,

  At this time your remaining product is expected to ship to us on June 3rd, putting it in our warehouse on June 7th (although this is subject to change).  We will be contacting you on arrival of the product to the warehouse in order to get your project wrapped up as quickly as possible.  Thank you for your patience and understanding.

  Ellen M********

  Operations Manager

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Andersen representative presented double hung windows as being energy efficient. Not true. They leak at the joining of the two parts. Nine windows and they all leak cold air from outside. All 9 screens are warped and allow insects to enter. Door is a lightweight storm door and leaks around seal. Was sold to us as a substantial heavy door. Today a representative came out trying to intimidate us with a loud voice and useless statistics. Had no interest in our problem. Their first defense is to say it’s all about condensation. Other reviewers say the exact same thing, and it’s exactly true…… He was loaded with useless statistics; this is how they deal with problems. This is a scam company Their method is to sell substandard products Intimidate the customer, and then threaten legal action if you don’t pay. He was so loud that my husband asked him to leave. At this point we don’t know what to do……

  

  Business response

  03/15/2022

  Mr. and Ms. ******,

  The windows are in fact energy efficient and we have sent to field representatives to your home (1 of whom is a fenestration expert w/ more than 15 years experience) and both who have confirmed the issue behind the interior condensation you are experiencing on your new windows are from the humidity in that room (which never registered below 55% during either of our visits).  Our condensation guide clearly states the potential for this when interior humidity is over 40%.  Additionally, we have offered to provide a dehumidifier to remedy the issue for you which you refused.  At this time we have confirmed the neither the windows or the labor are the root cause of the condensation, that the humidity in the room is.
  
  Ellen J. M********
  Operations Manager

  Customer response

  03/15/2022

   I am rejecting this response because:
  

  Renewal by Andersen keeps focusing on the subject of condensation,  as if that is the actual issue.  It is how they respond to any issues with windows,  according to reviews and our fresh experience with this company.

  There are several issues,  as we discussed with the first Representative,  Trey.  Trey,  to my knowledge,  recorded every issue we discussed on his visit.  He was accomodating and willing to listen.

  These are the issues:  Cold air transfer at the seam, where the windows meet in the middle.  This creates water and moisture at the seam.  This has nothing to do with the humidity in the room.

  The inside temperature at the seam has measured as low as 36 degrees with an outside temperature of 28 degrees.  This reflects a cold air transfer;  not adequately insulated at the seams.  All 9 windows reflect this problem.

  Screens do not fit properly flush against the windows;  insects are already finding their way into the room.

  Door is not as presented during our initial session with Heather.  We were told this was a heavyweight door with quality hardware.  Not the case.  The door is lightweight,  glass is not thick enough,  and there is also leaks of cold air near the bottom of the door.

  The hardware itself is flimsy,  doesn't always lock properly,  and the handle itself transfers cold air from outside to inside.  

  All these subjects were discussed with Trey,  and he said these problems were above his head,  and immediately started making phone calls to his superiors,  whoever that was......

  Today a representative named Chris came out,  and proceeded to try to bully us,  speaking loudly over our attempts to speak,  and was very condescending.  He had a format to follow and that is exactly what he did.  

  He refused to listen to any concerns we had,  stating that our problem is condensation,  nothing more.  

  We want Andersen to either make acceptable adjustments for the poor quality product we are currently stuck with,  or come and remove everything.  We refuse to accept things as they are.

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

  

  Business response

  05/09/2022

  The windows are in fact energy efficient and we have sent to field representatives to your home (1 of whom is a fenestration expert w/ more than 15 years experience) and have made all necessary adjustments to the installation.  All people we have sent to your home have also confirmed that there remains an issue behind the interior condensation you are experiencing on your new windows are from the humidity in that room (which never registered below 55% during either of our visits).  Our condensation guide clearly states the potential for this when interior humidity is over 40%.  Additionally, we have offered to provide a dehumidifier to remedy the issue for you which you refused.  At this time we have confirmed the neither the windows or the labor are the root cause of the condensation that the humidity in the room is.
  In regards to the door – this is the one of if not the most highly rated Andersen door available. 
  
  All items meet the agreement signed.
  
  Ellen M********
  Operations ManagerTell us why here...

  Customer response

  05/09/2022

   I am rejecting this response because:
  
  Andersen initially inINSISTED we had no problems at all..

  since then 8 of 9 windows had adjustments made.  Door has also had adjustments made. 
  

  There ARE STILL ISSUES  Took us 2 months before they acknowledged issues   

  DOOR IS INADEQUATE FOR OUTSIDE WEATHER EXPOSURE 

  WE WANT THE DOOR REPLACED or cost of door credited back to us

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Windows were installed in July of 2008. They were difficult to operate so we filed a complaint. After a few months the manager of Anderson came to investigate. He said the window units were the wrong size and he had them replaced. Over the next several years we had some small issues put I took care of them. We had two small units that just never worked right so we called last September to complain. They sent a man in October to look at them and said the units were too tight and he would order new ones. When we didn’t hear from them we called and they had lost the paperwork. They remeasured and reordered. Now they keep putting us off.

  

  Business response

  03/03/2022

  Mr. ****,

  It appears that your warranty on the windows you purchased has expired.  Nonetheless, we have ordered the parts that you need and will reach out when they are delivered to our office.

  Thank you -

  Ellen M********

  Operations Manager

  Customer response

  03/04/2022

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

• Initial Complaint

  02/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We had a sliding glass door replaced by Renewal by Anderson during the summer. Once it was installed we noticed that it was missing the screen door. We contacted the representative that sold us the product, after a few hours we were notified that it was on back order. We contacted a couple times during the fall and did not get a response. Last week we notified the representative again. He stated that he had emailed and CC'd the company. Spring will soon be upon us and it would be great to open our new sliding glass door and have a screen to keep the bugs out of our house. Considering this is supposed to be a reputable Window and door installation company, we either expected better service and professionalism or we could have hired "Bob and his cousins from down the street" for half the price.

  Customer response

  02/15/2022

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

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to get a updated bill for windows and complete job of installation windows.Have been calling to get answer but no one will return my calls.This has been going on for over a month.Hope you can help a disabled senior citizen get satisfaction.******* *****

  

  Business response

  02/04/2022

  Mr. ******
  
  While it does appear you have connected w/ some folks in our office multiple days this week – I do understand you still being in need of some additional information.  We will be reaching out to you today to provide insight and any invoices etc. you would like.  Thank you for your patience & understanding.
  
  Sincerely,
  Ellen ** *********
  Operations Manager
  Renewal by Andersen
  Central NC
  ************
  ***************************Tell us why here...

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid over$6000 to Rep Brian P***** in October for a down payment on two doors. We haven't heard from him or the company since. He was supposed to send us copies of the sales agreement. We've received nothing. We'd like to cancel the order and have our funds returned!

  

  Business response

  02/04/2022

  Good Afternoon Mr. ****,

  
  I checked with our Customer Care and Service Representatives and it seems that you spoke with Mary Kate and she emailed you a copy of the invoice and your contract showing what you have paid yesterday.
  In addition, Mary Kate spoke with you on 01/11 and texted you on 01/30.

  Mary Kate also spoke to you on Oct 7.

  We have your entry door that is ready to be installed.  Unfortunately, the sliding door is on back order.

  If you would like to do a partial install we are happy to schedule an installation date for your entry door.  And we will let you know as soon as the second door arrives.

  Thank you,

  Ellen M*********

  Operations Manager

  Customer response

  02/07/2022

   I am rejecting this response because:  

  I reject the answer. The response from them did not occur until February. It has no cost breakdown only one total for TWO doors. It says one I'd ready to install. They've never advised us of this fact. The second door is supposedly back ordered. It's described as a sliding door. We did NOT order any sliding door.

  I want a complete cost breakdown per door

   I want the company owner to contact me at *** ********.

  ****** ****

  

  Business response

  02/08/2022

  Mr. ****,

   

  Our Customer Care Manager, Michelle H*** said she was able to speak with you yesterday to report we still have parts of the patio door on backorder. She said she verified your order with you and asked if you would please let her know if  you would like to go ahead with the Provia door install now instead of waiting until both are here.

   

  Thank you,

   

  Ellen M********

  Operations Manager

• Initial Complaint

  01/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We would like to cancel our order with Andersen because they have not kept their promise to deliver our doors within 20 weeks per our contract signed 9/6. Their lack of communication with us and not following through on promised phone calls and visits has made us loose trust in this company. They have taken over $9,000 from our loan with ******** and have not even started ma**** our doors. When we complained to Renewal by Andersen they say it is too late to cancel, we only have three days to cancel. How are we to know in 3 days how unreliable the sales rep is and production is. And they say it is a lack of components, then why take orders they know that they can not fill in a timely manner? We have no recourse with ********. We tried to get the finance company to do remediation and we’re told we have no recourse because of the contract. That makes no since to me since Renewal by Andersen is not fulfilling their promise? Never again will we do 0% interest with companies like this!

  

  Business response

  01/31/2022

  Good Afternoon Mr. **** – my apologies for the confusion – we have all 3 doors here in our warehouse and are prepared to schedule your installation.  Please advise when the openings are ready and we will be out there as quickly as possible.
  
  Sincerely,
  
  Ellen J. M********
  Operations Manager
  Renewal by Andersen
  Central NC
  336-628-8229
  Ellenm********@rbatriad.comTell us why here...

  Customer response

  01/31/2022

   I am rejecting this response because:  As stated earlier, no one has sent us complete measurements to open the wall to insert the new doors. The measurements we were given are incomplete. We have asked customer service twice for someone to come and remeasure so walls can be removed with no return response. We would also see proof that the doors are made or is this a ploy to delay.  We do not believe the doors are complete. Thank you for responding. We hope to hear your Response soon  to the measurements  if the doors are ready, We are also willing to allow you to cut out the walls if you feel this would be a better option for installation.  

   

  
  

  

  Business response

  02/01/2022

  Mr. **** – The measurements were left at the time of measure but additionally, your representative Kelly emailed them again yesterday.
  
  Please let us know if you have not received them (please be sure to check your spam) and I can find another way to get them to you.
  
  Ellen J. M********
  Operations Manager
  Renewal by Andersen
  Central NC
  336-628-8229
  Ellenm********@rbatriad.com

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Renewal By Anderson (RNBA) installed 2 windows, one front entrance door, one storm door and one patio french door on September 10, 2020. Two days later the front storm door failed to latch or lock. The rear patio door was hard to lock and latch. The front door has trim that doesnt fit correctly. I have kept a log of how many calls I have made to RNBA since September 12, 2012. On October 4, 2021 the RNBA technician Phillip arrived and evaluated the doors. He said the front storm door needed to be removed and replaced with another door, due to the fact that the RNBA installation crew did not install the door correctly and left off part of the trim. He evaluated the entrance door and said the door may have to be removed and repositioned because the RNBA installation crew did not install correctly. He evaluated the rear patio door and said the lockset and the right panel needed to be replaced because it was not installed correctly by the RNBA installation crew. The parts were ordered and he said they would come out to replace/repair what needed to be done. I called Cameron at RNBA several weeks later and he told the parts were on order and would be installed on December 28,2021. RNBA service Manager called at about 0830 on 12/28/2021 to tell us we were rescheduled for January 3, 2022. On January 3, 2022 RNBA called and said the weather was preventing the crew from coming out that day. I asked her what weather ? The sun was shining and it was windy but nothing to keep you from working outside. In every instance I called her back 3 times to find out what was going on and she finally told me the parts had not come in. The door panel was in but not the storm door or lock set. This was after were told the parts were in on December 29 and again on 1/3/2022. Currently trying to get Michelle H***, Director at RNBA . Ms. H*** evidently referred me back to Adrian, another RNBA person, who I talked to last week.

  

  Business response

  01/07/2022

  Good Morning Mr. ******:  My apologies for the services needed on your product and the troubled communication.  I see you have connected with some of our office team and we do have you scheduled for service next week.  I will review the outcome of the service and follow up with you to determine next steps.
  
  Please feel free to contact me.
  
  Sincerely,
  
  Ellen J. M********
  Operations Manager
  Renewal by Andersen
  Central NC
  ************ ***************************

  Customer response

  01/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. However the people from RBA were not able to complete the work needed on the doors. They still need to replace two lower hinges on the patio door, the jam extension on the right patio door, install the threshold strip that prevents tripping on the patio door and install pvc sill plates under the front and patio doors to keep the sill plates from bending.

  I await their return to complete this .

  Customer response

  05/17/2022

   I am rejecting this response because:  

  I filed a previous BBB complaint number ******** and was assured by the company that the issues would be corrected as soon as possible. That did not happen. I have attached a complete narrative documenting all of the contacts and responses put forth by RBA. I feel the company is simply delaying any action on their part, hoping I will either give up or due to my age become unable to pursue the resolutions needed. Keep in mind that all of the recommendations to repair/replace the doors have been made by RbA technicians.

  
  

  Desired Resolution / Outcome

  Desired Resolution:

  Finish the Job

  
  
  
  

  

  Business response

  05/19/2022

  Thank you for reaching out Mr. ****** – we are glad we were able to connect with you today and get the completion of your service scheduled.  We look forward to completing the work for you.

  Ellen M********
  Operations Manager

  Customer response

  05/19/2022

   I am rejecting this response because: I went accepted the response in January  that the issues would be taken care of. They were not and now I have another scheduled visit from RbA technicians on June 8, 2022. 

  The entire timeline of ineffective communication, unsatisfactory completion and basically nothing but empty assurances from RbA employees,  is attached.  At this point I take anything I am told by RbA with a grain of salt.
  

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the last 5 months, we have been trying to get Andersen to 1) replace a screen on a window unit that was damaged at installation, 2) have a leak in one of the windows they installed repaired and 3) put a keyed lock on the exterior door. We ordered the windows, which was to enclose an exterior porch into a sun room on March 31, 2021, and paid over $26,000 for the work. They did the install in June and since then, it's been delay, delay and no action.I have called Andersen about the problems since installation in June 2021. Someone did come out and applied caulking to the window to try to fix the leak. That didn't work. On 10-11-21 we made an appointment for the screen to be installed on Nov 1. They didn't show up with the screen and claimed they were having supply chain issues. On 10-18, after another call about the leak, a tech came out and took photos of the window with the leak streak. We had been expecting them to fix it then. The tech came late, I had to call to find out where he was. 10-29-21 Followed up with another sall and the service department didn't see a resolution in their computer system. Was told the lock had been ordered on the 21 of OCTOBER! I was to call them about the order and was told that the Service tech's manager would come on Nov 1 to install the replacement screen and do another assessment of the leak. On November 1, Anderson was to have installed the screen, but when the "manager" arrived, no screen, no lock only assessment of window, again. The manager said that the replacement lock was in and during the assessment, thought the window had been constructed without the necessary drip edge. Was told that within 2 weeks, someone would be getting back with us. We expected a call back prior to Thanksgiving. No return call, no window repair, no screen, no lock. I am concerned that they will drag this out until the purchase date anniversary in March.

  

  Business response

  01/06/2022

  Good Morning Mr. & Mrs. ******:   First, my apologies for the delays in the completion of your project.  As discussed with Mr. ****** during my conversation with him on 12/3/21 the keyed lock for your door is on backorder.  As of this morning the anticipated ship date is January 18th, 2022 which puts it in my warehouse on January 22nd, provided there are no additional delays.  As soon as we have the product in hand we will contact you to schedule completion of the work.
  
  Please feel free to reach out to me at any time with any additional questions.
  
  Sincerely,
  
  Ellen J. M********
  Operations Manager
  Renewal by Andersen
  Central NC
  ************ ******************************* ** *** *******

*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. ↩