Complaints

This profile includes complaints for Renewal by Andersen of Alaska's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Renewal by Andersen of Alaska

  4134 Ingra St Ste 202 Anchorage, AK 99503-6121

  
• 

  Renewal by Andersen of Alaska

  1899 Van Horn Rd Fairbanks, AK 99701-7303

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of 2019 Renewal by Andersen installed five new windows in my home. Every winter they ice up, frost up, do not open and I have water running down the side of my house when the temperatures warm up causing the paint to peel. The frost and the ice is not on the window pane but rather where the sash meets the jamb. Every winter they come out numerous times but still cannot fix three of the five windows. They have been to my house over 19 times in the last 5 years and all they managed to do was to correct one window. The fifth window has never had any issues. I still have major problems with the three upstairs windows. I just tried to open the windows and I cannot due to the ice build up. The humidity in my house is 28%. They have checked that numerous times and determined that humidity is not the issue. They keep saying it is the weatherstripping and have replaced parts of it many times. It is obvious to me that these winodws will never function correctly. Renewal by Andersen has failed to make things right. I called on November 20, 2024 requesting something be done. Either fix them or I need to be refunded my money. It is now December 5, 2024 and they have not responded back whick is not unusal. I have had to call them back a 2nd time on several occastions to get them to take action. I am seeking a refund on the three windows that they cannot correct so that I can purchase windows from another dealer.

  

  Business Response

  Date: 12/10/2024

  Hello ******,

   Thank you for sharing this feedback with us. We acknowledge your concerns and appreciate you bringing this to our attention. We stand by our quality of products, installation and warranty. I would like to set up a time where we can do a full-service inspection next week with both our local Production Manager, **** and our Regional Production Manager, ****. I am confident that after this inspection we will be able to resolve this issue. With temperatures falling next week we will be able to track where the heat is escaping, causing the ice to form. 
  
  Thank you,

  *** *.
  Project Coordinator Supervisor

  Renewal by Andersen of Alaska

  Customer Answer

  Date: 12/11/2024

   
  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.

  I will give them one last chance to "fix" these windows. If they cannot, I will file another complaint with BBB or seek legal counsel.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had renewal by ******** Alaska install 3 windows and one door. None of the windows were built correctly and or set correctly. There is gaps inside of house trim is not flush. The bay window being the worst. When ordering the bay window we measured the area with representative and discussed if there is any electrical that needs moved its on us to do so before installation. The electrical was not in the way and they called an electrician with out discussing this with me. The electrician cut holes in my wall and RBA said they would not fix it even tho you can clearly see the wire didnt need moved and I never authorized them to do so. Window had 3/4-1 gap protruding from wall and sheet metal looked like c*** damaged and trim was all damaged. They came out to fix said installation I made sure to be home. The crew brought in big hammer and started pounding on the window to try and get it moved back flush. Doing so damaged Sheetrock and the window structure wood itself. They also removed bunch of sheet metal and reused it has lots of wrinkles and damage. I told tech when they left I was not happy and there is still. *** and they said its completed job contact customer service. Expressed to them again that it wasnt done correctly. Blown off ever since I have asked to speak with someone higher up as the person I was dealing with will not fix anything. I have tried to reach a corporate office and its impossible. Have called and talked to main office in anchorage as Im in ********* and have been promised call backs and never get them. Have left several messages online and phone no response. I need help tracking down a regional manager or someone above the franchise itself as the local franchise is not doing anything to fix this or contact me about issue. Job is not complete but yet Im still having to make payments when I was told payments dont start till job completion job is not complete.

  

  Business Response

  Date: 12/05/2024

  Hello *******,
   I would like to apologize for the mix up with communication. We are taking your situation very seriously and would like a chance to resolve this as quickly as possible. We will absolutely honor the warranty on all of our products and would love the opportunity to make things right. If you are willing to have a discussion we would be more than happy to set something up. A member of our team sent you a text on Monday, and I will be calling you today to connect and discuss your service needs.
  
  Thank you,
  *** ******
  Project Coordinator Supervisor
  Renewal by Andersen of Alaska
  ***************************

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been receiving advertisements in the mail for years from this company. Over this time frame, it has gotten harder and harder to tell if it is garbage advertisements. It has gotten to the point where I almost pray I open inconspicuous letters to find bills instead of another window advertisement. This actively make sorting through my mail and bills harder. It is not right that I am being deceived by unsolicited advertising.

  

  Business Response

  Date: 11/14/2024

  Hi *******,

  Thank you for reaching out and our apologies regarding the unwanted mailers you are receiving. I have added the ** Box you've provided to our Do Not Mail list. Please note, you may receive one or two more mailers from campaigns that have already been delivered to **** and cannot be altered, however, you should not receive any further at that address after 30 days. If you do, please reach out to me at the email below so I can work with you directly to resolve the issue.

  Again, thank you for reaching out and updating your preferences. Should your window or door needs change in the future, we would love to provide you with a quote.

  Best Regards,

  ****** *.

  Associate Marketing Director

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

• Initial Complaint

  Date:07/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a quote from Renewal by ******** in April 2024. I thought the quote was too high so I said no thank you to proceeding with window installation. Since then, I have received a phone call from them every two weeks asking if I am still interested. I stated that I was not and would like to not be called anymore. Still got calls so I started ignoring them. However, ignoring their calls only increased the frequency to calling me every day until I gave up and answered the phone. Then the frequency would resume back to every 2 weeks. I contacted them and received an apology and that I would be put on the Do Not Call list last week. However, I just got another call this morning. I would like to stop being harassed and left alone. Please make the calls stop!

  

  Business Response

  Date: 07/29/2024

  Hi ****,

  My apologies, and thank you so much for bringing this to our attention. I have spoken with the head of our call center and have confirmed that your consent for calling rights has been deselected, and your phone number removed from our records. Please see the attached screenshot for confirmation that your number is no longer listed in our system.

  Again, thank you for bringing this to my attention, and my apologies that we did not follow through with your initial request to cease calling. Should you need anything in future, please reach out to me directly at ***************************.

  Best **************************************************************************** Director

  Renewal by Andersen of Alaska

  Customer Answer

  Date: 07/29/2024

   
  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 at this time. Hopefully this is the last and final time that I have to make this request.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/16/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered windows from Renewal by Andersen Alaska back in the beginning of 2023. They finally arrived and scheduled install for May 2023. We financed the purchase like many others have and the full amount was collected before everything was completed. It had been explained to us that only the first half for the deposit would be collected and the rest would be after the job was fully completed! It has now been over a year and the installation is still not correct!!! The customer service has been the worst I have ever had to deal with. No answers, just excuses!!! This will be the first and last time ever using this company. I would not recommend them to my worst enemies, let alone friends and neighbors.

  

  Business Response

  Date: 05/24/2024

  In looking over your project we do see where your project was substantially completed in May of 2023. This would have prompted us to pull final payment with your funding. We are sorry to hear you are having ongoing issues with your products. It looks like our service team has been in contact to get these service needs addressed and show our service team has you scheduled for June 27th and 28th. This is all going to be covered under your warranty and will not cost anything you. We hope fulfilling this scope of work will resolve the ongoing issues you have been having. We are also here for any concerns and issues you have.

  Our service team will be in contact post completion of services as well to ensure the resolution was met.
  

  Thank you,
  

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

  Customer Care Manager

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

  *************************** 1

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

  O: **************

  www.renewalak.com

• Initial Complaint

  Date:04/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Renewal by Andersen (RbA) was contracted to replace windows in our home in September 2023. The windows arrived from the manufacturer in November 2023 and we were scheduled for 4 days in November. They consistently showed up without a full crew, worked partial days, and did not come prepared with the proper tools. They kept having to come back for another day then another day then another day. It is now April 12 and the work is still not completed. We financed the project through Green **** We were told during the sales pitch that the full payment is not sent to RbA until the work is completed. They took the full payment in December because substantial progress was made. They have been out 3 more days since payment was received but once again working partial days and not finishing the work. Communication from the company is terrible. We are constantly having to call about scheduling and receiving updates on our project. Even then it takes them days to weeks to respond to our questions.

  

  Business Response

  Date: 05/02/2024

  Dear ***** and ***************************,
  Thank you for taking the time to speak to me last week. I am glad we were able to reach a resolution with your project. As always if there is anything we can assist with in the future please do not hesitate to reach out and ask for myself directly.
  
  Thank you,
  *********************************
  Customer Care Manager
  **********************
  ********************************************
  1899 ********************************************
  O: **************
  www.renewalak.com

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Renewal by ******** replaced 3 windows in our house. They broke the drywall in all rooms rooms and broke our backyard fence when installing the last window. They could have walked through the house or asked us to open the fence but they chose to force it open and broke it. **** never sent us a final bill and and know claiming that we owe them the remainder plus interest charged They sent us a word document produced final bill that has no proof of being sent through the mail and could have been produced at any time. They also told us on a phone call that was supposedly recorded that they would take ***** off for the issues above. They sent someone out to investigate the issues and he told us the windows were installed incorrectly and the workers did a "horrible job". The inspector sent his report to the company and we didn't hear back for over a year, no bill was send and no answers to pur calls or emails. We also never received a bill through the financing company we are using theougj Remewal by *********. Know they want us to pay interest and sent the bill to a collections agency.

  

  Business Response

  Date: 04/02/2024

  Dear ***************************,  
  Thank you for taking the time to speak to me last week.  Im glad we were able to come to a resolution and clear your account.  Your final payment was applied, and all necessary parties notified that your account is cleared and paid in full.   
  
  Thank you, 
  ******************************;
  Customer Care Manager 
  **********************  
  ***************************** *********  
  1899 ************************ ********* 
  O: ************** 
  www.renewalak.com 
  

• Initial Complaint

  Date:01/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had windows/doors installed. were told we have a 20-year warranty. Hinges are rusting after being told they won't. Weather stripping on back door is failing. Bathroom porch door still has ice building up on the inside of the door in lower corner like the old door did. The lower hinge on door is also building ice on it. we were promised this would not happen since they will professionally fix the issue. Caulking on windows are failing. We were told at least ***** MONTH ago these items are still on order or can't get anyone scheduled to take care of the warranty work. I'm to the point that I'm about to get a lawyer for false advertising or failing to abide by contracted agreement for products. This customer service is far under satisfactory. Every time I talk to someone, they say they will resolve this for me and call me back same day or the next but never do. I always have to call them back. This has been going on for far too long. All we are asking is for them to warranty the work like what was agreed upon.

  

  Business Response

  Date: 02/06/2024

  Dear *****,

  I just wanted to take a moment and thank you for being a Renewal by Andersen customer. We here at RBA of ******************** believe that all feedback good or bad is a gift. Our service coordinator will be contacting you by 02/09 to schedule an appointment for our Service Manager to address the concerns with your door.

  Thank you,

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

  Customer Care Manager

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

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

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

  O: **************

• Initial Complaint

  Date:12/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Robocalls daily since inquiring about window prices 6 months ago despite multiple requests to be removed from their call list. Called from multiple phone numbers, local and national.

  

  Business Response

  Date: 12/01/2023

  Hi *******,

  Firstly, let me apologize that our *********** has been over-eager in their attempts to get in touch with you. Our goal is always to add value to our homeowners, never to cause headache. I have removed calling rights from your file in our system, with explicit instructions that you are not to be contacted unless you initiate. As you can see from the attached screenshot, this removes your phone number from our system so we are unable to call, even by mistake.

  Thank you very much for bringing this to our attention and giving us the opportunity to make this right. I hope you have a lovely holiday season.

  Best Regards,

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

  Associate Director of Marketing, Renewal by Andersen of Alaska

  Customer Answer

  Date: 12/01/2023

   
  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

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sheisty business practices!!! Lying about and misleading documentation. Having you sign documentation under false pretenses, STARTING PROJECTS ON FALSE PRETENSES AND LIES. Lack of communication. Complete disregard for ones personal property, and lack of customer service skills. NOTHING can be done without the approval of the association. They lied to get the job anyway. When the project started, rot and mold were found. Addressed with my association, they told me no one from Renewal ******** had contacted them for approval for anything and yet I have email stating the opposite. Called them to get to the bottom of the issue and no one could give me a straight answer. Everyone went based on a PAST/PREVIOUS assumptions based on dealings with my previous Association from over 5+years prior. Not even CURRENT info even AFTER info was provided. No one could tell me who gave them any approvals when asked. I called supervisors, leads, and even the owner. No one has gotten back to me or has shown me any construction permits either on this project. So not only did they not have the permit they didnt have the permission from my Association. Falsely continued the project w/out the approval. Flew back to *********, and felt disrespected at the condition of how my home was left. My condo ENGULFED in sand dust or some type of dust from the project. Kept shoes on my brand new carpet and disabled my security system for days at a time. Broke all of my blinds and left them in pieces on my floor. When I brought it up to a supervisor, they made it seem like it wasnt a big deal after I repeatedly told every person I spoke to that I no longer live in the state!! Disabling my security system hiders me from being able to access my front door remotely and I lose access to all of the cameras in my home. Also, I'm supposed to get contacted ***** hours in advance before showing up to my house. Especially because again, I DON'T LIVE THERE. Contacting me when you're on your way, is not acceptable.The complete disregard for my personal property in my own home and my time is atrocious !!! Spoke to project manager and told him that my association was going to need a written report from him, and it needed to be sent to my Association with proof. The project manager disregard what I said and told me that me telling my Association should suffice. I Continuously jumping through obstacles to get this individual to send my Association a report because he didnt think it was needed. They left an insulated board to cover the massive hole that was once my window. The new contractor even asked me why the h*** it was left like that and not leave the old windows back where they were instead. No one is taking any of my claimS seriously. You dont need to lie to gain business. Then hide behind your paperwork and superiors with no follow up. The sales person was in training and she misrepresented your company with the paperwork and guarantees I need a resolution. I work hard for everything i do, especially with the prices y'all advertise. And to be treated with such disregard and disrespect is disgusting. It makes me wonder if i wasn't a hispanic female, would I be as disregarded as you're treating me now? Because at this point, that's the only thing that can explain so many problems in multiple departments. Especially with the amount of money one spends with your company!!! NEVER AGAIN

  

  Business Response

  Date: 11/07/2023

  Dear *************************,
  I just wanted to take a moment and thank you for being a Renewal by Andersen customer. We here at RBA of ******************** believe that all feedback good or bad is a gift. Our Care team will be in touch by COB 11/10 to get your concerns addressed. 
  
  Thank you,
  *********************************
  Customer Care Manager
  **********************
  ***************************** *********
  1899 **********************************
  O: **************
  www.renewalak.com
  

  Customer Answer

  Date: 01/01/2024

  There has been no resolution. A representative reached out to me from
  Renewal ******** promising a formal letter of apology from management
  and a 15% on the total of my loan. They were supposed to contact the
  folks they initiated the loan with. Also be in contact with me about the
  conclusive decision on how they were going to take care of the matter
  due to the financing issue. This was back in November. It is not
  01/01/2024 and I have yet to received an email, letter or anything
  formal from Renewal and my loan documents came in and the original
  amount is still on there!! This is how they show their sincerest
  apologies? This is how they show they care about their customers? When
  it comes time to own up, no show? Back to the same lack of communication.
  No follow through. And now making arrangements that have not been kept
  or followed through! Enough is enough!! And every time I call someone,
  yet again the buck is passed. They need to contact supervisors but wont
  provide me with the numbers so I can contact myself. This process has been a joke, their apology is just another lie and smack to the face with the lack of customers service. The blatant lack of regard. Top rated? That must be a joke. Shiesty!!!

  

  Business Response

  Date: 01/10/2024

  We have mailed a refund check to ******************. Attached is a PDF copy of said refund check.