ComplaintsforRenewal by Andersen of Greater Maine

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased 9 new full-sized windows and three small windows, with screens from Renewal by Andersen last year. They were installed in November of 2023. Besides finding out the installation was NOT as promised in the sales pitch, we recently found two screens for the larger windows are separated from the frames. We contacted RBA, who told us the screens only have a 3-month warranty, and they will not replace or repair them for us. We were told they cost about $300 each. We did not use either of the windows over the cold winter months, and only opened them and found the damage this week (May), as the first warm weather arrived. When the installers were completing their work, we were shown the windows and how they operate, while the rest of the crew were putting in the screens. We didn't think to check the screens. Now, RBA says they will not help us with repairs or replacements. Each large window costs on average about $3000, and yet RBA does not cover bad screens. Now we have to take the screens to have them fixed and pay out of our own pockets.

  Business response

  06/03/2024

  Thank you so much to you and your wife for your feedback and your communication this past week.  We apologize for any miscommunication related to this request.  The screens are covered under our warranty and we always go through the due diligence of upholding this as well. We had reviewed the screens with our manufacturing and were told that they had been within the tolerance levels, but we did want to rectify this situation because we value you as a Homeowner we have had the pleasure of working with and did make the decision to reorder the screens in question at no cost as a show of goodwill.  We passed along this information to you and your wife ******* last week and we were pleased to do so to improve this situation.  We will be in contact once those do arrive in the next month and would be happy to install them and do another full assessment with you again at this time to address anything that is not up to your standards or our own. Please also feel free to reach out to the office at ************ with any additional items that we can assist with.

  We thank you so much for your feedback and are pleased to have provided a solution to rectify this situation. Thank you as always for your time!

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/31/2023 I agreed to have a meeting with a salesman from Renewal by Andersen He reported that the expectation was that if he came over that there would be a sale. Installation was scheduled for September 7, and 8. They told me they needed two days. I arranged both days of work to be from home. Two people arrived at 8:30 on 09/07/23. They installed the Patio door and done by 12:00. They went to Lunch and came back to Install the storm door. They started the project at 1 and at about 2:00 PM came inside to tell me there was no handle to the door, after it had already been put on the exterior frame of the house. They told me the handle would not be in for a month. I told them that we had a hurricane coming and that if the door came off, or damaged the 3,000$ door I paid for I will be asking for my money back. They said they could "rig" it until they could find a solution. putting a nail in my exterior door frame and wrapping wire around the nail and inside my 3,000$ door. They called me on Monday to say they have a "temporary" handle and asked if I could take more time off to "install it temporarily." I agreed. Only to find that this handle didn't work either. I called the franchise owner. He told me "I'm the boss, I make all the decisions and we will not give you money back." I called corporate. they also refused to assist in my issue. They came to install a " temporary handle" so I could latch my door. They put the latch in the wrong place so I have trouble latching my door. They finally called me today to tell me my handle was in. They are coming to install the handle I ordered. However, I paid over 3,000$ for a door that doesn't have the most important part. They also cut corners and didn't insulate around my patio door. Just put caulking around it. So now cold air and water can get in. I paid 9,598$ for someone to now have to come over and fix what they didn't do. They also cracked my new trim and put painters caulk on it and called it "good".

  Business response

  09/25/2023

  We appreciate that you have chosen Renewal by Andersen for your door project. We also understand that it is frustrating when a project doesn't go perfectly to plan. Unfortunately, this project wasn't able to go to plan due to unforeseen circumstances. When these situations arise, our team does its absolute best to minimize the frustrations for the customer. We do this through finding resolutions and keeping in communication with our customers. We were fortunate to find alterative avenues that allowed us to expedite and resolve the situation as efficient as possible. 

  You did mention some new situations that we were not aware of. Our service team will be in contact to resolve any further warranty issues you may have. 

   

  We apologize for the situation, but hope you enjoy your new doors. We are here if you need any further assistance. 

• Initial Complaint

  12/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed contract #1 (attached) for slider door and transom on 2/12/21; paid 1/3 of total of $14302; installed 8/13/21. Total to date paid $10727.Signed contract f#2 (attached) for two sliders on 4/23/21; paid 1/3 of total of $13167; installed 4/29/21. Total to date paid $8778. Slider door/transom and one of the two sliders has leaked ever since; the third slider is under a roof so no one really knows about that slider. Renewal by Andersen of Greater Bangor has been out over 15 times since the installations and has been unable to fix the leaking. Renewal by Andersen of Greater Bangor has not responded in over 100 days so I then contacted Andersen, the parent company, mailing detailed certified letters (attached complete with dates and photos) to five board members of this ongoing issue on 9/19/22. They have acknowledged receipt of the letters but done nothing else. We cannot finish the trim inside, we mop up (if we are home) or hire someone (if we are away from the home) during rain and windy conditions. In a state of limbo, we are hesitant to fix it ourselves with a contract in place.

  Business response

  12/12/2022

  We really appreciate your time and consideration as we work through a resolution in concern to your posting on this.  We at Renewal by Andersen of Greater Maine are working diligently on this for you and we appreciate your patience while finalize a complete resolution to this in the near future.  Please let us know if you have any additional concerns in the interim and we look forward to completing this notice for you.

  Customer response

  12/12/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

  This response is not an update. It does not offer a resolution. This response does nothing about our complaint as we have waited for over a year and a half and more than ************************************************************************** nearly every wind and/or rain storm (I have photos to prove.) While we wait for you to do SOMETHING we cannot finish the inside trim or install the thresholds because we have to clean up water so often, or hire someone to do so if we are away.  Again, the only response we accept is to close the contracts we have with you without final payments so that with that money we may hire a PROFESSIONAL to mitigate the water from entering the house through the two Renewal by Andersen doors.

   

• Initial Complaint

  02/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Installation of the windows was not completed at the scheduled date. The contract installer did an amazing job, but was not provided the trim as was required to finish the job. Was handed the invoice which was paid upon receipt. We're now 2 months past that date with no date for completion (installation of the ~32' of trim. I have contacted RBA multiple times with no commitment from them. On January 31, I received a call seeking a customer review and informed the unfortunate individual that the job, while paid in full, is incomplete.The windows are extraordinary (and I was contemplating replacing another) but the customer service is pitiful. My mistake was to pay upon receipt and not pay upon completion.

  Business response

  02/09/2022

  Good Afternoon. 
  
  The day this complaint came in to our office, we spoke with the customer. We had a special ordered trim that we were waiting on, and we should have done a better job of communicating with the customer on this lead time. 
  
  This complaint has been resolved and and customer is now happy with the end result of his project. 
  
  Thank you! 
  

  
  

*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. ↩