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: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,
  
  *************************

• Initial Complaint

  Date:09/26/2022

  Type:Order 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.

  My wife and I ordered a replacement window for our home on May 5 2022 thru renewal by Andersen, paid half down at that time ($2,365.00). The contract agreement stated 18 to 20 weeks estimated delivery of product. We never heard anything about the window until two weeks ago when I reached out to the company. I was told our customer representative had quit a while back and the new representative would be in touch the next day. Two weeks has passed since then and nobody called. I called there office this morning and asked to cancel my order. The person I spoke with said if I was to cancel now they would charge my wife and I 80% of the down payment. We are both senior citizens, and live on a fixed income, we cannot afford that much we asked for a full refund back because they are the ones that breached the contract. Winter is coming and we need this window installation as soon as possible and we are willing pay the remaining balance but we are not happy with this company and the way they have treated us.

  

  Business Response

  Date: 10/05/2022

  First off, we apologize for the product delay that has hindered our ability to communicate an official installation date. When you contacted our office on 9/26, we began a process with our manufacturer to specifically trace & track your product and at this time we have received your product and are ready to schedule installation. Our goal is to get you scheduled for 10/10 or 10/13. Our office will be contacting you directly to schedule the completion of this install.
  
  Thank you,
  ***********************************

  Customer Answer

  Date: 10/06/2022

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/15/2022

  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.

  Ordered full set of windows from them in October 2021 for $50k. They claimed supply chain issues and took an extra two months to install in mid Feb. 2022, leaving the house open to the elements for four days. Product came damaged from the factory/shipping/installation. The most severely damaged window was installed but replacement ordered and install took place in March 2022. Service person did an inspection of all windows and found them all to have defective seals, one had a deep gash in the glass from installer mishandling, and a third was installed incorrectly and would require removal to remedy. Work order was placed at that time and nothing was done. I contacted them in July to file a complaint that the seals were defective, which got the same service person out to fix, but he did not have the parts, noted and was surprised that none of the other work had been done. He called the office and noted the other damaged glass was lost in the warehouse and had been there for many months, that the crew would need to come re-install the improperly placed window, and parts need order to replace all seals. I again contacted service in August '22 and spoke with the manager who stated they would figure it out and call me in one day. It has been a month and no call or information. Original phone numbers are not active.

  

  Business Response

  Date: 09/21/2022

  ***********,
  
  Our initial inspection in March revealed a defective sash for unit 102. A replacement sash has been ordered. On July 25th, we were also contacted by you stating there was a water infiltration issue. At the time of inspection, we found that the windows were being washed and we needed to inspect for water infiltration. It was determined that the weatherstrip for all units need to be replaced and the product had been reordered. The weatherstrips and sash have arrived and have been inspected. Our service coordinator will be reaching out to you today, 9/21 to schedule the completion of your service.
  
  Respectfully,
  ***********************************
  Customer Experience Coordinator
  **************

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 18033753
  
  I am rejecting this response because: RBof Alaska has made multiple promises that action would be taken in a timely manner and not performed over the past six months.  The damages and faults were acknowledged by ***, the service tech back in March for the sash, the seals and the improperly installed unit was noted at time of initial installation, but not remedied due to weather, with assurances made it would be put right once snow was gone in April.  *** noted the faulty install back in March.  I will await full completion of this matter to my satisfaction prior to final acceptance.  I appreciate ******* taking the time to respond and will contact her personally to thank her and RB of Alaska at that point.

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

  Customer Answer

  Date: 09/29/2022

  Assurances were made that all products required to effectuate the warrantee work were on hand and would be made available and the tech would arrive with them as promised on the scheduled date and time.  This did not happen, as there was insufficient sealing product available to the tech.  The replacement sash was not made available to the tech, and the specialized crew to replace brick mold were not on site or scheduled.  Representatives of Renewal By ********, Alaska once more promised more than they delivered.

  I contacted the corporate offices in ********* to alert them to the greater problems and have been in contact there for added aid in closing this matter.  *************, the contact there has been working with the local retailer to resolve the customer satisfaction shortfall.

  

  Business Response

  Date: 10/10/2022

  Hello,
  
  We have been working in conjunction with RBA Homeowner Resolutions and *********************. In response to your message, this is an update to the status of this project. As of 9/30, all outstanding warranty work has been completed.
  
  Thank you,
  ***********************************
  Customer Experience Coordinator

  Customer Answer

  Date: 10/10/2022

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/12/2022

  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 purchased two windows from Andersen. My receipt is dated March 11, 2022 and I paid half up front, half to be paid on installation. The windows have been made and they claim they are in ******.Andersen has not installed the windows and will not provide an installation date. They do not return my phone calls. They claim they do not have enough installers. The construction season here is almost over. I don't want my home opened up in freezing weather.They want 80% percent to cancel the order. I think if they cannot install the windows I should get my money back. Resolution: Windows installed by the end of September or full refund for failure to live up to their end.

  

  Business Response

  Date: 09/20/2022

  Hello *******,
  
  We dispatched a crew on Monday, 9/19 for the reason of inspecting your product to ensure we dont have any damages. Upon inspection,we have Thursday & Friday, 9/22 & 9/23 tentatively held for your installation of purchased products. Our Customer Experience Coordinator will have contacted you by end of day on Monday, 9/19 for the purpose of communicating the product inspection that we have completed on Monday and to coordinate project completion dates if you are available. We look forward to bringing your project to completion this week, and we are more than happy to coordinate a date with you before the end of September.
  
  If you have any questions or concerns, please feel free to reach out to us at **************.
  
  *************************
  Vice President of Operations

  Customer Answer

  Date: 09/21/2022

   
  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 installation is scheduled for September 22 and 23. If Andersen follows through and windows are installed satisfactorily I will consider the matter closed. 

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