ComplaintsforRenewal by Andersen - St. Louis

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had 2 patio doors installed. We have had multiple issues with the installation and multiple issues with the quality of the doors. ******** has sent people out multiple times to correct the issues. We spent somewhere around 17k for 2 doors and the install. And now we have another issue with the door. There has been an excessive number of issues for the cost of the doors. We spent the extra money with ******** because we thought it was a company that we not going to have issues with installation or quality. I will never do business with them again.

  

  Business response

  03/22/2024

  ****************, 
  Our Production Manager has called and left two messages to further discuss your project and concerns.  At your earliest convenience, please call ***************************** at ************. 

  Customer response

  03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ***** from Renewal by ******** came out and solved all the issues. He went above and beyond with his service and attention. Also adjusted a second door. Very satisfied with his service.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract signed 10/03/2023 for 4 windows to be replaced. 2 casement, 2 stationary. The casement were a little larger. Total of sale $11,006.00. Install date 12/19/2023. Spaces measured by salesman, next day another man came back to remeasure. Installer came on install date, didn't remove anything from truck but a tape line, said windows won't fit, & left. Since they were 2 different sizes, he could have installed 2, hard to believe all 4 were wrong. Called salesman 2 days later, he said he had heard about it and said we would be a priority. It is 2/08/2024 & we haven't heard anything. We had a weeklong winter storm with blankets over windows. How could they give an install date the day contract is signed but be unable to provide one now. No one has contacted me but the finance co. I get at least 2 flyers a week from Renewal by *********** have a daily ad in newspaper. Why advertise if you can't deliver? I would like my contract voided & $903.00 refunded that I paid to GreenSky, their finance company.

  

  Business response

  02/10/2024

  ******************, our Operations Manager reached out to further discuss your concerns yesterday and left a voicemail.  At your earlier convenience, please contact us at ************.  We look forward to hearing from you. 

  Customer response

  02/20/2024

  The company has contacted me and the installation is scheduled for 2/23/24.  They also made a good faith offer to install windows over my kitchen sink in the same room.  I will file a reply when the work is completed.

  Thank you.

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

  Customer response

  02/20/2024

  I was contacted by Renewal & an installation date was scheduled for 2/23/24. As a good will gesture they agreed to install windows over my kitchen sink in the same room.  I will advise the BBB when work is completed.

  Thank you

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

  Customer response

  02/28/2024

  ***** with Renewal came as scheduled to install the windows on 02/23/24.  They did not fit.  This was the 4th time they were measured.  I received a call from **** later that day. ****, the man I had been speaking to was out of the office, but he had spoken with *********** installer to measure for the windows that ***** came to install.  He said that ** said they could be made to fit.  I asked that ***** & ** discuss the problem then have **** call me back.  I haven't heard anything yet, but I am hoping to hear something in the next few days. Thank you.

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

  

  Business response

  02/29/2024

  ******************,
  We appreciate you keeping an open line of communication with us. We look forward to meeting with you this week, assessing your situation, and satisfying your concerns. As always, feel free to contact us at **************. 

  Customer response

  03/07/2024

  The windows were installed last week, and they look very nice.  *********** will be installing windows over my kitchen sink as a good will gesture because of the problems they had. I will contact the BBB to let you know when that is completed. Thank you.

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

• Initial Complaint

  01/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Representatives of Renewal by Anderson (****** ____) knocked on door of my home at 7 pm on 12/14/22 to give an estimate and explain about his company's product and give general estimates for different products of his company.  I gave permission for him to inspect home and give estimates.  I did not give permission to allow any installation or contract pre-measured windows.

  

  Business response

  02/02/2024

  Our cancellation policy is in line with federal and state statutes.  Our design consultants understand and convey this message consistently and truthfully to our clients. Federal and state law give consumers, when purchasing a product or service in their home, three business days to rescind a contract, with no stipulations. We cannot cancel an order months after it has been placed and produced.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 18 windows and 3 doors from RbA 6/19/2020. $5x,xxx. Installation was delayed due to covid, which was understandable. Installation completed 12/02/2020. I immediately noticed the noise level in my home was louder than before installation. They claimed I was the only one with that complaint. Over the past 3 1/2 years I have had numerous and various problems with the windows and doors and the poor installation. There is not enough space here to note the number of times they have been to my home to correct their problems. The current ongoing problem is still with heavy condensation freezing on my double hung windows. I do not accept their explanation that it is normal occurrence. I understand a little condensation, but not to this extent and frozen! After many visits, it was discovered in late 2022, that NO insulation was placed during initial installation. Repeated efforts to complete this resulted in completion in May 2023!. The windows still freeze during colder temps. I have had to purchase the plastic kits to place over the windows to prevent the air from coming into the room and freezing on the windows. I have had the windows examined by another company who verified the air leaks around the sashes, meeting rails and frames. This is not acceptable. (note: I requested compensation in May and was given a 5% refund). I feel this is not a satisfactory disposition to the situation, as I still have windows that leak cold air and are noisy! I just want windows that are not defective and function as they should. I have contacted a lawyer as I do not see any other recourse. Also of note is their poor customer service. The staff is constantly changing and calls are left unreturned. My last attempt to contact them was in November. No response to date!

  

  Business response

  01/18/2024

  Ms. *****,
  We sincerely apologize that things have escalated to this point.  We look forward to meeting with you, assessing your situation, and satisfying any concerns.  As always, feel free to contact us any time at ***** ********.

  Customer response

  01/29/2024

  On 1/17/24, within hours of my complaint, I received a call from RBA to schedule appointment to come to my home and assess my situation. Two representatives came 1/19/24. They used instruments to look for air leaks. Inclusive.  They will return to my home with a "wind machine" and (a "candle"?? or other) to use to examine for air leaks.  Until the results of this test are known, and  approved by me, I do not consider this case to be resolved.  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased three windows from Renewal by Andersen that were installed July 2022. I am very happy with the windows, but I am not happy with all of the mail sollicitations I have received since the install. I spoke with ********* on 03/08/2023 and asked to be removed from the mailing list. She told me she submitted my opt out to the Marketing team and it would take 4-6 weeks to take effect. Mail solliticiations continued past this point. I contained Renewal by Andersen again on 09/06/2023 and spoke with *******. I told her I had filed an opt out six months prior and was still receiving sollicitations. She added my name to the opt out list again and told me 4-6 weeks to take effect. It's now 01/09/2024, far past the 6 week effective date, and I am still receiving flyers addressed to me at my residence. I am filing a complaint because I've asked twice to be removed, and my request has not been processed.

  

  Business response

  01/12/2024

  ************, it is never our intention to aggravate anyone with our marketing campaigns, especially our valued clients. We have verified with our local mailing partner that you have been added to our suppression list. Should you have any further questions or concerns you are welcome to call our marketing director anytime at **************. 

  Customer response

  01/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are having trouble with Renewal by Andersen of Southwest Missouri. We purchased two double windows, one single window, and French doors, order #********* contract date 02/14/23. We financed the purchase of $33,475 through Greensky with a down payment to be made of $10,000 at installation, leaving a total of $23,475 to be paid off over 60 months. The install was completed May 24th & 25th. Within a few days we noticed a crack had appeared below the bottom left corner of the single window. We took pictures and sent them to Andersen who said they would get on it. We showed the crack to the men who came to stain the windows June 27th. One of them said he would be the one sent to fix it and he caulked and painted the crack. The crack came back bigger and I called the company. Much later, I can't remember if it was in September or October, but it was after I had shoulder surgery, two brothers came out and found the installers had not caulked below the window and rain water was causing the problem and the house siding under the window was needing replaced. They caulked all the other windows and French door (that had not been done upon installation). They called their superior and they got a plan together as to how to fix it. They said they were going to bring a board and trim it to fit the area under the window, prep the outside of the board so it would look like the original siding, and paint it with our paint. The workers said this is a hot item to fix and they would be back within 11 days but never returned. I called two weeks later to see when they would be coming to fix it, had to leave a message, and have heard nothing. I had to have a second surgery due to infection and am still house bound. I would like it fixed correctly before more damage is done. We chose Renewal by Andersen because we thought it represented quality and was a company we could trust.

  

  Business response

  01/02/2024

  Good Afternoon:

  Today, a member of our Operations Management TEAM spoke with Mr. ******. Please see the note below. 

  I had a pleasant conversation with Mr. ****** today. We discussed what we need to finish up for him and are going to go out on Monday January 8th with installer ***** as he requested and installer ***** ***** to finish up his issues and get him taken care of. 

  We value Mr. ****** and his project...we will ensure his 100% Satisfaction!

   

• Initial Complaint

  10/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  August 17, 2023 I received a letter of attempt to collect debt from Renewal by Andersen stating I owed them $7,000 dollars for a remaining balance on an order which I have not made with them. I never signed a contract with them.This person, ************************* is unknown to me. I am not responsible for any balances which this person claims I owe him. I am reporting this Business for their harrassment tactics in the form of constant phone calls, text messages and emails. I have blocked them from my contacts and wish this harrasment to stop. Furthermore, I have no idea how they obtained my signature for an account which I did not make.I wish no further contacts from this business.

  

  Business response

  11/06/2023

  ***************************** placed an order with us on 5/13/2021 in the amount of $11,438.00. She purchased (4) windows and (1) door. We have had some service issues with this order. We have tried numerous times to contact ****************** over the past few months to complete these service issues. Once we complete these service issues, we plan to collect the remaining balance of the contract. The remaining balance is $7,664.00.

  We can provide the original contract between Renewal by Andersen and *********************************, if and when necessary.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 27, 2023 we had 5 small windows installed on the upper level of our home. One window installed has a hole in the screen and a scratch on the glass. This was noted by the installer. We have waited nearly six months for a replacement. During this time we received multiple calls that a new window was on order. Then about a month ago, we received a call saying they had a screen on order. I spoke with the manager after getting significant interference from office staff. He assured me we would receive replacements for the glass and screen. Earlier this week they called to schedule the replacement for today at 9 am. As of 10:15 no one has shown up and they did not call. I called the local office only to get attitude from their person, *****. She claims they were doing paperwork but had no explanation for the lack of a phone call to us about their delay. I told her they needed to credit us for this one window. That we are finished trying to get this resolved. She informed me that I cussed at her! And she would escalate. I told her to go ahead. ********. Has anyone ever tried to get through to this company? It is impossible. We simply want a credit for the defective window and need to have this resolved. We will never purchase another Andersen window. The entire experience has not been worth it.

  

  Business response

  10/10/2023

  I will have an Andersen Resolution Specialist contact the customer to discuss this matter. The customer should expect the call within the next seven days.

  Customer response

  10/10/2023

   I am rejecting this response because:  this should not take them 7 days to figure out. But it is typical of the poor customer service of this organization. They stall and make excuses.  Thats all we have heard for months.
  

  All we ask is to reduce our total amount by this defective window. They installed it, knowing it was defective, and have failed time and again to fix it.  We need a refund in the amount of one window.

   Thank you. 

   

  
  

  

  Business response

  10/12/2023

  An Andersen representative will reach out to the customer to discuss.  

  

  Business response

  10/18/2023

  Good Afternoon:

  Unfortunately, this customer is difficult to communicate with. She is rude, uses foul language, is loud and aggressive. We record all phone calls (clearly identified as calls are being recorded) We have received her screen and replacement sash from our factory and would gladly send a technician to install. 

  She made it clear, that all she wants is money. This is not an option. 

  We value and respect our customers and always seek positive resolutions when issues arise. If she will schedule a day and time (within a 60-minute window) we will gladly complete this service. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a 68-year old retired *** ***** ****** School teacher and a lung-cancer survivor. I discovered I had contracted lung cancer in early March 2023 so I decided to invest in my home. The diagnosis gave me reason to want my surroundings upgraded to a more pleasant feel. I decided to purchase new windows and selected two St. Louis companies. I paid $3,999.99 to the first company for 6 windows in the front of my house. Andersen Windows was the second company who I agreed to pay $7.8xx.00 for 1 window and 1 patio door. Although these two items were double the price of the six windows. I decided it would be worth it for a few reasons 1. I was told that the patio doors were the finest and they were made by the Amish Community with great emphasis on detail. 2. The sales representative was the most clean-cut, extremely thoughtful and patient sales representative I’d ever met named *****. ***** was so amicable that I thought nothing adverse about him writing all the figures and the designs on a tablet. It never really dawned on me that I was going to be charged double price because I was gullible enough to suggest that I request and accept $14,000+ in financing planning to eventually do five other remaining windows. When I made this suggestion to ***** he did not indicate this as unusual nor did he warn me that this could be problematic to me. Why would he warn me considering that he has decided to charge me $14,000+ for $7,8xx.xx worth of product and services. When I discovered what he was doing, I asked him to send me an invoice/bill detailing the exact charges for 1 window and 1 patio door. ***** then sent me 25 pages of invoicing I had signed and canceled to do the remaining windows and some bogus sheets detailing $17,000 for one patio door and $22,000+ for 1 window. Because I initially thought he was detailing the price for the 2 products at $10,500.00, I immediately sent it to Julie to get her to correct the total with Powerpay. I later discovered ***** pulled a trick.

  

  Business response

  10/18/2023

  Good Afternoon:

  We certainly understand buyer's remorse and work tirelessly to avoid it, however, in many cases, it is out of our control. In this specific case, the customer admitted to our VP of Sales in a phone call that she did not review the sales agreement. Our Design Consultant followed all acceptable protocol with this customer as with all others and handled themselves and represented our company professionally. 

  I would be happy to discuss this with the customer on a phone call or ask our VP of Sales to meet with her. We certainly would consider a small courtesy discount. We value our customers and respect their positions! 

  Customer response

  10/22/2023

  Complaint: 20719851
  
  I am rejecting this response because:
  As I stated to the representative that called me, never once was it stated to me that the cost for the stop is this $ amount and the cost of the window is this $ amount for a total of this $ amount for the products. All dollars amounts that I signed for were in reference to obtaining loan approval amounts. As I told the rep, it was never stated to me that the loan approval amount and the cost

  of the window and patio door was the same. As I intended to get more work done, I signed for approval from another company 
  which I later learned was approved for $25,000. I remember thinking why in the world would I need a $25,000 loan when the outstanding work was gonna be $10,500. I was given that price quote for the 5 remaining windows and it was separate and apart from the loan approval request. 
  

  I did admit that I did not read the loan request which I maintain was never revealed to me as the same as the price of the products. 
  

  I told the rep that I thought what ***** had written on his tablet was $7,800 for the products but I don’t have a copy of the quote because I was never given one. I told the rep that I would accept a price adjustment that’s half way between what I expected to pay and what they wound up charging me which was $10,500. The Rep said he didn’t think he could do it but he would look into it and get back with me. He has not gotten back with me via phone call as he said. I’m beginning to know that what they say which is not recorded means absolutely nothing. And the idea that I was supposed To know that the loan request amount and the overall price of the products was the same is ridiculous. That was not the case with the remaining windows price quote of $10,500 and the $25,000 loan request approval. 
  

  They need to adjust the price down significantly of what I bought.

  Sincerely,
  
  ******* *****-*****

  

  Business response

  10/27/2023

  I am disappointed to see the level of disconnect as we train our Design Consultants to explain this thoroughly. Additionally, the customers signature(s) clearly shows that she saw the purchase price on page 2 and again on the payment authorization form on page 4. I have attached the Sales Agreement for review.

  I have asked our Vice President of Sales to contact Ms. *****-***** again.

  We certainly respect and value our customers and will work with her in every way possible. 

  Customer response

  11/04/2023

   

  Nov. 4, 2023

  I agree to accept your price adjustment and will close this claim once I receive the below mentioned check. 
  

  ******* *****-*****

   

   

  Hello *******,
  
  
  I have confirmed with my accounting department that we will be mailing you a check for $3,000 bringing your new grand total for the project to $12,924. Please keep in my the loan will still be for the original $15,924 and you can use the check to put towards the loan.
  
  
  The check will be processed today and will be in tomorrow's mail. Please let me know if you need anything else from us. 
  
  
  NOTE: This e-mail (including any attachments) is for the sole use of the intended recipient(s) and may contain information that is confidential and/or protected by legal privilege. Any unauthorized review, use, copy, disclosure or distribution of this e-mail is strictly prohibited. If you are not the intended recipient, please notify Renewal by Andersen immediately and destroy all copies of this e-mail. Renewal by Andersen does not accept any liability for breach of security, error or virus that may result from the transmission of this message.
  
  
  Best Regards,
  ***** ******
  
  
  ***** ****** | Vice President of Sales
  Renewal by Andersen of St. Louis, Southwest MO,
  Greater Memphis, Southern Louisiana, Greater Arkansas
  

  
  

• Initial Complaint

  08/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought windows from them last October (installation date). They have come out to try to match another window; there is a sunburst in it. Three times they haven't matched it. Thefourth time they said they think it is not the right window. They have canceled on us on the fourth one. They have charged us and we are paying for it. I can't get a message to the person in charge, other than the office mgr and the installment manager otherwise I would file a complaint with them.

  

  Business response

  08/23/2023

  Good Morning:

  We have reached out to this customer multiple times without a call back. We will continue to reach out with intent to set an appointment to meet to discuss available options. 

  Respectfully, 

*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. ↩