ComplaintsforRenewal by Andersen of Nevada

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We have been addressing a concerning issue regarding the recent installation of a sliding door in our home. We had held this company in high regard for the quality of their products and service, but now regret to report that our recent experience has been far from satisfactory. After initial talks with the company's installation manager (?) Zach W*****, we did thorough research and consulted with the City of Henderson Building & Fire Code Department and the Contractors Board regarding the gliding door opening on the door that was replaced in our home. It came to our attention that the sliding door installed in the home does not meet the minimum requirements as specified in ICC 1010.1.1 regarding the clear opening of doors. According to the code, the required clear opening width is mandated for safety and accessibility reasons. Unfortunately, the door that was installed leaves an opening of only 22” which falls short of meeting the mandated standard of a clear opening of 32". This experience has been marred by mistakes in ordering, significant delays, poor workmanship during installation, and most concerning of all, a lack of urgency in addressing a valid ordering and compliance issue. I must express my disappointment in the handling of this matter. Despite initial promises from the representative, Zach, to rectify the situation by suggesting potential solutions, no tangible progress has been made. We expected prompt action and a reasonable resolution, but instead, we have encountered nothing but resistance. As a valued customer, I find this level of service and handling of this matter unacceptable. It is disheartening to think that Renewal by Andersen would not prioritize the satisfaction and safety of its clients, especially when faced with valid code concerns such as this.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 29 2023 we contracted with Renewal by Anderson to replace 2 doors in our house, a French patio door, and a large custom front entry door for $44,452. The installation was to include matching trim, paint, etc. Installation was attempted on 11/14/23. The French patio door was installed successfully. The front door installation could not be completed because the installers had failed to bring the interior trim kit. This door was installed, minus the interior trim kit. The absence of the trim kit leaves all of the insulation around the door visible and a 6 inch border revealing the wood support studs surrounding the door. The absence of trim around this west facing door that gets heavy wind also provides very poor insulation and has made the surrounding area much more difficult to heat this winter. They scheduled a date to install the trim on January 2 but the appointment was cancelled on the day of installation as they could not find the trim in the warehouse. The appointment was re-scheduled for January 3, but on that day they said the trim they brought would not match the existing trim. They said they would research the problem and get back to us. After 10 days with no contact, I contacted our sales rep, Aaron Baca who put me in contact with the local sales manager, Jeff. He promised me that he would find a resolution to the problem. Having heard nothing from Jeff after 12 days, I contacted him again on Jan 25 and again he promised me a solution. Now, almost 1 month later, I have heard nothing from Jeff and he did not respond to my last voice mail. I am including pictures of the unfinished door below. I have lost all confidence in this company's ability to complete this job and am hoping that perhaps the BBB might provide assistance.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a 12,000 dollar sliding glass door. After installation, I noticed that there was damage near the door seal (hard to see as it was on the outside and partially obscured when the door is shut). This was about a month after install and so I called them and reported the damage. I never received corrective action for the damage and I had to routinely call and report the damage. Finally after about 4 months or so, a tech showed up and verified the damage. Another month goes by and I hear nothing back. So I called again (prob about my 30th call to them about this issue throughout the ordeal)and Andersen told me that the corporate location denied repair and so did the local store. What a terrible company with zero focus on the customer. Now I am left with a used door that I paid 12,000 for!!! I will be sure to share my experience with everyone I know.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  We originally had a sales person in our home in March of 2023. He told us that Renewal by Anderson could provide a stationary door to one side of the French Doors we wanted installed. Later he called back to say they couldn't make a stationary panel but we could lock the right hand door and it would be stationary. We told him that was not what we wanted. Later another man came out to measure for the door and he explained that they could produce the door with a stationary panel. We were ready to accept the door at this point. Later the company called (from Las Vegas) and said they could not do the stationary door. We told them that we didn't want the door and we wished to cancel the contract (which we never received a copy of the contract). The finance company we were working with (Greensky Financial) told us that we needed to call Renewal by Anderson because they had not cancelled the financial contract, (We did get a copy of the financial contract). At some point in all of this Greensky did find a copy of our contract with Renewal by Anderson and forwarded a copy to us. This copy had 'signatures on it we did not feel were ours. In addition the contract indicated that Renewal by Anderson would install the door within a period which has just expired. The current schedule for delivery is Sept. 5, 2023 which is later than the contract states they would provide the door. We have told them several times that we do not want the door. They even offered to reduce the price by $10,000 at one point but we insisted we did not want the door. They sent a text to my wife on Monday (8/25) indicating that they would have the door here on 9/5. We texted back that if they showed up we would have our attorney here to tell them we didn't want the door. They have not responded. WE DO NOT WANT THIS PRODUCT (Their price will be $18,000 plus).

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a French door that was an outside door on 3//9/2022. I was informed that it would take 24 weeks to have the door constructed. The door was installed in August but to finish the job a metal rod that was used to lock the stationary door was bend. The installer bent the rod so at least the door would lock. Any rod that has been bent twice would not make that door secure as it would make that rod week. The plate that was on the door was missing one screw ---one screw ,crews were sent out 5 times to do dry wall work -that was done by an outside company in November --He did a great job. Now, the molding around the door took the crews 5 visits, finally one crew arrived with the right size of molding but didn't have the rosettes for the corners of the molding. I sent one of the crew to Home Depot to buy two rosettes to finish the job. I figured I had one in the house at least the other one would come back. OK, the molding was on, but they didn't have any paint...guess what...I handed them a can of paint can and a paintbrush and told them to finish the job...I had a new floor installed and that person was unable to finish the installation until the molding was completed. Another delay. Now we are down to having the ONE SCREW replaced and the rod. the crew came to the house but found that they did not have a matching screw. They did go to see if they could find one in Home Depot but none matched. I suggested they take one out of something they have in their shop and let that person wait 6 months to get a missing screw. As it stands I have a $10,000 door that the company seems to be unable to get it right or finished. Now I received a phone call on the 1/18/2023 that the missing rod will not be available until April 2023. So I found a document that I signed back in March 9, 2022 that if they come to my house to install something and that if I was not home, they would add $600 to the bill each time. They owe me $1800 that I was home.

*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. ↩