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:08/23/2023

  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.

  I ordered new doors for my home and they were installed on 7/21/23. The door looked great but when the installers were wrapping up they informed me that the locks didnt work correctly and acted as though this was fine and normal for a $16,000 item to not work. It was far worse. When the doors were locked from the outside the become unlockable from the inside. One is essentially trapped in the house. The locks from the inside produced gaps that could be opened. The lock on one door failed entirely. I reached out the company several times over the course of the following month for them to correct the issue and while theyre always working on and will give me a date that afternoon, I never receive a second call to schedule a date or to tell me when my locks will be secure. At this point I have had to rehome my dog due to the doors not working properly and my home continues to not be secure. I have called them, texted them, and keep receiving assurance that theyve ordered the part. But from these other complaint I see this is a common issue. Faulty product and limited communication.

  Customer Answer

  Date: 08/23/2023

  I believe the ********* address may be the one youre looking for.

  

  Business Response

  Date: 09/01/2023

  Dear ***********************,

  I just wanted to take a moment and thank you for being a Renewal by Andersen customer. We have received your door service parts and will be flying them down to ****** with an Installation Manager on Tuesday 09/05 and completing your door service work Tuesday 09/05 as well.
  
  Thank you,
  *********************************
  Customer Care Manager
  **********************
  ***************************** *********
  1899 **********************************
  O: **************
  www.renewalak.com

• Initial Complaint

  Date:08/15/2023

  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.

  It's been two years since installation, and my windows are still not right. They first ordered the windows and promised a 6-month installation time. It took over six months for them to even receive the windows, then about four months later for them to finally install them after multiple cancelations where I was at home waiting for the installation team, and they were a no-show. Windows finally get installed and January 2022. A month later, I saw ripples in about of the windows they installed, and I filed a warranty claim. It took months for me to finally get them out to look at the windows and order new ones. Finally, in December 2022, they came out and tried to install the nine replacement windows. They were able to replace 7 of them; one of the two they could not replace was installed wrong, and the installers couldn't get the windows out of the frame and told me they would need to order the entire window with frame again to replace it. The second window they didn't replace came with ripples in it again. They told me they would get these replacement windows on order and schedule the installation when they came in. Now it's August 2023, and after multiple attempts to get answers about where my replacement windows are, I finally got them to set an appt for me at my house from 1200-1300; yesterday at **** they called and said the manager is not showing up and want to route I'm issue up the chain. After months of me calling them weekly and getting told they would be looking into it and getting back to me, they only never called me back. I'm very disappointed with this company and would not advise anyone to purchase windows through them.

  

  Business Response

  Date: 08/23/2023

  Dear ***********************,

  
  I just wanted to take a moment and thank you for being a Renewal by Andersen customer. We are sending a Regional Production Manager to your home today 08/23 after 4pm, per your request. He will get photos and any warranty issue product reordered ASAP. The ************* team will also be following up later this week with estimated arrival times for any product warranty issue.
  
  Thank you,
  *********************************
  ************* Manager
  **********************
  ***************************** *********
  1899 **********************************
  O: **************

• Initial Complaint

  Date:07/17/2023

  Type:Customer Service 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.

  Weekly, sometimes twice a week mailings. I never solicited them for a quote or even information. I want it to stop.

  

  Business Response

  Date: 07/21/2023

  Hi *****,

  Thank you for reaching out. Our goal is always to inform and help our community, not to bother. As you have already provided your address with this complaint, I have added you to our Do Not Solicit list. Please note that you may receive one or 2 more mailings from batches that are already within the **** system. If you receive any further mailings after 30 days from receipt of this message, please reach out to me directly so I can resolve the issue for you.

  Again, thank you very much for reaching out, and have a wonderful weekend.

  Best ************************************************************ Marketing Manager, Renewal by Andersen of Alaska

  ************ | ******************************

  Customer Answer

  Date: 10/27/2023

  2nd complaint. Multiple mail fliers a week. I want them to stop. No further contact by the business

  

  Business Response

  Date: 10/30/2023

  Hello *****,

  Firstly, let me say that I am sorry that you have received more mail from **. That should not have happened. Thank you for reaching out to let me know that it has. I have reached out to our local print mailer to determine how this happened, as you were added to our Do Not Solicit list back in July after your initial message. If you don't mind, please send a picture of any mailers you have received (if you still have them) so we can more quickly identify where the break is in our system and get it rectified.

  Again, thank you very much for making me aware of this issue, and I apologize for any interruption it has caused in your day.

  Best Regards,

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

  Marketing Manager, Renewal by Andersen of Alaska

  Ph: ************

• Initial Complaint

  Date:06/13/2023

  Type:Delivery 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.

  On August 26th 2022, I ordered 4 windows from Renewal by Andersen of Alaska **** ********. *********, ** ******************************* January 2023 at my former home, **********************************************************. The job was not completed as one of the windows was damaged and could not be installed. A new window was supposedly ordered but it is now June 2023 and I cannot get a straight answer from the company as to an install date. Nobody knows if a replacement was ordered or when it will arrive or when it will be installed. I need the job finished. Please help as I do not know where else to turn for help.

  

  Business Response

  Date: 06/21/2023

  Dear *******************************,

  I just wanted to take a moment and thank you for being a Renewal by Andersen customer. We have reordered your sash; it is currently in production and estimated to ship from the factory 07/11. We should receive it at ************* warehouse in the first week in *********************** will notify you with any updates regarding your sash and give you a call to schedule as soon as the product has been received.
  
  Thank you,

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

  Customer Care ************************************************************ ***********************
  O: **************

• Initial Complaint

  Date:03/24/2023

  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.

  Ordered 6 windows in 12/15/21 for over $19,000. With an attempted installation of May *****, 2022. When the lead installer unpacked our windows 4 out of 6 had manufactured defects and were rejected. 2 windows were installed (#*** & #***) but were installed improperly. ******** chalked around the windows with a clear chalk instead of the matching color of dark brown. Also, advised #*** was producing moisture thus causing ice to form on the inside. They had to be called numerous times prior to someone coming out to check and correct.Then, a few weeks later while washing window #*** my husband noticed you could see daylight at the corner of the window. Once again, ******** was called to advise. They finally came out to repair the chalking of the first 2 windows, while here they confirmed the defect of window #*** but forgot to check #*** for leaks.Once again, numerous calls were made to inquire when the remaing 4 windows would be installed. Finally, 10/24-25/22 the remaining 4 windows were to be installed but once again rescheduled to 12/1/22. They did install and adjusted window #*** to stop leak. But, they forgot to install screen on window #***. It was reported to their installer immediately. His response was they would bring it down the next time they were in our city.As of today's date, March 24, 2023, we have no screen or #*** window has not been repaired. I've made 3 phone calls to 2 separate customer service representatives; along with 2 emails, with pictures attached of #*** producing moisture and ice but still no response from the proper department.HELP!

  

  Business Response

  Date: 03/31/2023

  Dear *******,
  
  I just wanted to take a moment and thank you for being a Renewal by Andersen customer. We have placed a new order for your missing screen and will be in touch as soon as that is received to get that put in for you. Thank you for taking the time to meet with our Install Manager ****** this week. The inspection of the window showed all components to be in good shape. The cause of moisture is due to condensation. Window condensation is very common here in Alaska and is completely natural. I have emailed you some more information about window condensation and am happy to answer any questions you have as this is something we talk to customers about frequently. Condensation has nothing to do with a fault in the window rather is just a natural occurrence. We suggest buying a small dehumidifier to help solve this problem.
  
  Thank you,
  
  *********************************

  Customer Care Manager
  **********************

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

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

• Initial Complaint

  Date:03/11/2023

  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.

  We ordered windows and sliding doors for our home 11/2021. No word until 05/2022. The install team who came to ****** to install did a horrendous job. I watched them drop and break part of a frame of a window and they told me it was fine and installed it. They also used interior caulk outside and it all melted down our home in the rain.I filed a complaint at that time and a 2nd crew was sent out 06-07/2022 to reinstall some of the windows, retrim ALL of the exteriors and trim interiors. The company also told me they ordered another window for the dropped one. I followed up monthly through January and no word. We are still missing screens for sliding doors, trim at sliding door threshold was to be fixed when they returned and the dropped window was never replaced nor finished by Renewal. The only notice I received was that my $80k financing bill needed to start being paid.The 2nd crew did a good job but left things unfinished. We had to pay to have someone trim the interior of the dropped window as we are leaving the island. We also had to finish the trim upstairs on an additional window that was left incomplete.Renewal by Andersen scammed so many of us on Kodiak island. High pressure sales, exorbitant pricing and subpar installers. I would recommend anyone I know stay far away from Renewal and pay anyone else to install windows. I know Renewal isnt a local company but they definitely took advantage of so many of us here.This window nightmare will follow me for years due to the extremely overpriced product and us having to pay other contractors to finish Renewals work.These windows are supposed to have a very long warranty and when we sell our home, I have no idea who anyone can contact as the company doesnt respond to any contact from their site.Im not sure how they have an A+ rating as I havent heard anyone here who is happy with their purchase.

  

  Business Response

  Date: 03/21/2023

  Dear *********************,
  First, I just want to thank you for all your emailed feedback regarding your job.  We are committed to correcting the issues that have been brought to our attention and look forward to the opportunity to make things right for you. We have a crew going out to Kodiak the 1st week of April and can address any imperfections with the installation at this time.  I am awaiting a response from my last email sent to you on 03/17 to solidify a date and time for my field team to be able to do an inspection and help us make a game plan to move forward.  Myself and my team are committed to improving our service in the more remote areas of Alaska.
  
  Thank you,

  
  *********************************
  Customer Care Manager

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

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19582821
  
  I am rejecting this response because:

  I am still working w/*** to get details in place to get the project remedied. It still is far too expensive for the quality of workmanship but the high pressure sales/contract leave no room for that issue. Appreciate *** ******** working w/me at this point. Im disappointed in entire project/product and that BBB was the only way I was able to finally be contacted to finish.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/27/2023

  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.

  I purchased seven windows and two doors from renewal by Andersen. Period they install all but one window. They installed all but one window of which I have contacted them numerous times and they said they would come out and install it and never did. I hope paid over $32,000 for the window under a high-pressure contract. I paid over $32,000 under a high-pressure contract and I have not had the contract completed.

  

  Business Response

  Date: 03/13/2023

  Dear *************************,

  
  I just wanted to take a moment and thank you for being a Renewal by Andersen customer.  We are excited to get your window installation completed this week Tuesday 03/14.
  
  Thank you,
  *********************************

  
  Customer Care Manager
  **********************
  4134 ************ *********
  1899 **********************************
  O: **************

  Customer Answer

  Date: 03/14/2023

   
  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:02/21/2023

  Type:Order 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.

  July 11 I went into contract with RBA, the agreed term was for windows to be installed by November 2022. I have only received one email and one text with no new date to be finished however just apologies. They have charged $14,319.00 in my name to Green sky program loans, with the agreement of zero payment for one year. I have been contacted by green sky and they are expecting payment by tomorrow or my credit will be damaged. No one is answering their phones or emails. I have no product, and no contact with anyone.I want to completely cancel this agreement and I will be paying them zero dollars, without word from the company and without product / services being completed.

  

  Business Response

  Date: 02/27/2023

  Dear *******************,

  
  I just wanted to take a moment and thank you for being a Renewal by Andersen customer. We understand how frustrating product and project delays can be. At this time we have confirmed all of your product has been shipped and we are awaiting arrival to be able to schedule your project. The initial approval window for your GreenSky financing is good for 6 months, and we are currently working with GreenSky to get approval for the loan rebook request and will be in touch once we have more information from GreenSky for you.
  
  Thank you,

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

  
  Customer Care Manager
  **********************

  
  ***************************** ********* ***************** ***********************
  O: **************
  www.renewalak.com

  
  

  Customer Answer

  Date: 03/02/2023

   
  
  

  Complaint: 19444520
  
  I am rejecting this response because:I want written proof showing my actual product coming to alaska. I also would like proof of having available workers and materials to get the job done. If that is not available I would respectfully decline all services as you have made no attempt as a business to make this matter correct without me sending you to the BBB. That is absolutely terrible business. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/21/2023

  Dear *******************,

  I have emailed you over a copy of your order and shipping documents as requested. We have 4 install crews running full time in ****** currently. We have made several attempts to reach you via phone and text, please give our office a call when you are available ************ so we can help with any other concerns you may have.
  
  Thank you,

  *********************************
  Customer Care Manager

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

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

• Initial Complaint

  Date:11/22/2022

  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.

  My husband and I order windows from Renewal by Andersen in ********* Alaska in June 2022. We still have no new windows. First the salesman messed up the billing. The salesman supposedly entered the wrong numbers in the computer. We think after weeks of calling with no response from the company and finally getting a hold of the salesman we hope the error was corrected. Secondly my husband called several times to get an install date to no avail. He finally was able to get a hold of the the install manager and my husband was told he would get a call back. He did. We were told the windows were in the warehouse. An install date was set up for the week of October 23, 2022. Windows were never installed. We received a call and they said the windows were never in the warehouse. We were told the install manager was wrong. We have been ignored and lied to repeatedly. All we want are the windows. This is just the highlights of working with this very unprofessional company. It has been one blunder after another. Please dont hesitate to contact me if needed.

  

  Business Response

  Date: 11/28/2022

  Dear Mr.& *************,
  Thank you for bringing this to our attention. We apologize for the inconvenience and frustrations you have experienced since working with us. We understand our lack in communication initiated these frustrations and not having your new windows installed yet has continued to add to them. I know the shipping delay was more unfortunate news, but we have your windows now. They were checked into the warehouse. I also have confirmed you are on the schedule for 12/5 12/8/2022. If there is anything I can do to help relieve your stress in the meantime, please reach out.
  
  Thank you,
  *********************

  
  Customer Experience Coordinator
  **********************
  4134 ************ *********
  1899 **********************************
  O: **************

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18449986
  
  I am rejecting this response because: I did receive a call today and scheduled an install for next week but since this has happened before and we found out at the last minute the windows will not be installed. I will not accept their response until the windows are installed. Then and only then I will be more than happy to close out the complaint  
  

  
  
  Sincerely,
  
  **********

• Initial Complaint

  Date:11/16/2022

  Type:Delivery 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 ordered a replacement patio door on March 23, 2022 from Renewal by Andersen of Alaska. I paid a down payment of $8,302. I was told that the installation would take place in August 2022 and I would be informed of the status of my order as it moved along the process. A customer service representative called in April to inform me that door had been ordered. That was the last call I received from them. I called several times to find out what was happening with my order and never given a satisfactory answer. They dont seem to know what is going on with my door. I am wondering if they ever intend to install the patio door. I would like a full refund or an installation in the next few weeks. I am not happy with this company and the way I have been treated.

  

  Business Response

  Date: 11/28/2022

  Dear *****************,
  Thank you for bringing this to our attention. We apologize for the inconvenience and frustrations you have experienced since working with us. We understand our lack in communication initiated these frustrations and not having your new door installed yet has continued to add to them. I know the shipping delay was more unfortunate news, but we have you confirmed on the schedule for 12/5/2022. If there is anything I can do to help relieve your stress in the meantime, please reach out.
  
  Thank you,
  *********************

  
  Customer Experience Coordinator
  **********************
  4134 ************ *********
  1899 **********************************
  O: **************

  Customer Answer

  Date: 11/28/2022

   
  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.  The response is satisfactory if they actually do the install on December 5, 2022.  This remains to be seen.  I have warned them repeatedly how difficult it may be to get the door to my house if there is a lot of snow.  We will see what the weather does.
  
  Sincerely,
  
  *************************