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

• Initial Complaint

  Date:07/06/2022

  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.

  Dates:7/21/2021: Our loan through the GreenSky Program is approved for $37,000. Shortly after we contact Renewal by ******** with the intent to contract them to replace a bunch of windows and two doors.Renewal by ******** begins making purchases though our loan program.Transaction #: GS14402 07/29/2021 07/29/2021 Greensky Direct Transaction - Home Improvement Ser ANCHORAGE ** $15,342.50. Transaction #: GS77607 11/16/2021 11/16/2021 Greensky Direct Transaction - Home Improvement Ser ANCHORAGE ** $12,274.00 Transaction #: GS18385 11/22/2021 11/22/2021 Greensky Direct Transaction - Home Improvement Ser ********* ** $3,068.50 The purchases and installation were made with the expectation that the products would perform to the specifications discussed for them, with material and manufacture quality limited by budget constraints.In the case of the windows, we are content with our purchases, again due to budget constraints.In the case of the two doors - one for the kitchen exterior door, and one for the exterior north side door - we are profoundly unhappy. The material, manufacture, and installation quality are unacceptable. First, while the majority of the material is indeed what we specified to have the maximum amount of thermal insulation, the casing of the door itself is metal. Metal is very thermally conductive. We live in *********, Alaska. Putting a door in metal is like putting a wick in wax to make a candle. Second, within two months of installation the metal hinges started heavily rusting. That shouldn't have happened that quickly. Third, you can see daylight around both doors, and *************** no longer closes less than a year later. We have been trying to contact Renewal by ******** since February, and they've been ghosting us.We want a refund on the doors so we can get them replaced and reinstalled by someone else.GreenSky:Application ID: ********** Account Number: XXXX XXXX *********

  

  Business Response

  Date: 08/08/2022

  Hello ************************,

  Thank you for reaching out to us to help resolve your issues. Below is a synopsis from our Scheduling team on your service, to date. Please respond here if you need further clarification, or need to change the dates of your currently scheduled Service Appointments. You can always reach our offices directly by calling ************.

  I have him scheduled for the service on his Entry door (X2)and his 2 windows that were also having issues with (needs to be reset as well-Air Infiltration issues)
  I have them scheduled for 8/04 and 8/05 to do the reset on all 4 products.
  I have sent the customer his ****** condensation pack,****** warranty, ****** care and maintenance pack as well as RBA care &maintenance pack, RBA warranty, RBA condensation. Customer had also requested the Inspection from 3/8 that I had sent him as well. This only has the condensation inspection that happened on that date so that he can take the numbers and see that his home has too much Humidity in the home. 

  Best,

  Renewal by Andersen of Alaska

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17531355
  
  I am rejecting this response because:The work did come out August 4th and 5th but the work order they had did not include the information from the the mentioned inspection last March nor an itemized list of materials that needed to be replaced so the crew did not have those materials and were unable to complete the work I have waited 8 months to be done. I'm told now that I have to start over in getting another appointment to complete the work.As to the house being to humid. I was told after the installation that a side effect of the large air tight windows we bought from Renewal by ******** is increased humidity in the house. So it was literally installing the doors and windows that changed my homes interior environment into something unsuitable to the doors Renewal by ******** installed. Before the purchase our homes climate was dry. We made the purchases recommended by Renewal by ******** Inspectors and customer service only to be told afterwards that those recommendations created the humidity problem that makes the purchased doors oxidize and condensate. Imagine how frustrating this situation is.Sincerely,**********************************

  

  Business Response

  Date: 09/14/2022

  Hello,

  Installing new windows increases the insulating factor and energy efficiency of a home. A by-product of the increased efficiency is the atmosphere will no longer be venting due to failing windows. Existing humidity in the home will no longer have a place to vent to the exterior. This can cause condensation. We have sent educational information about understanding condensation and humidity that includes recommendations of how customers can reduce humidity in their homes that will directly reduce the condensation issue. Our condensation inspection performed in March revealed 53%humidity in the home with an exterior temperature being at 28 degrees.Recommended humidity at the outside air temperature is up to and not exceeding 30%. This documentation was also included in the email where we provided the condensation information.

  This is the statement from your contract on page 8:
  Condensation and Environmental Conditions: Condensation, which can form on or within walls, siding, tiles, or other surfaces results from pre-existing condition in a home and internal or external temperatures. Reducing the humidity in a home will often remedy any condensation problems. I agree that Contractor is not responsible for condensation or existing or developing spore or mold growth, which can be the result of condensation.

  Regarding our inspection in March, it was determined that service and warranty work was required. Part of the service and warranty work needs parts ordered from our manufacturer. Due to product availability and supplier constraints, our expected receiving timelines were extended. Completion of the warranty work have been scheduled for August 4th and 5th, which could not be completed due to crew illness. We are currently coordinating to send a different crew to complete the warranty work next week and have you as our first priority for said crew.

  Best Regards,

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

  VP of Operations

  Renewal by Andersen of Alaska

• Initial Complaint

  Date:05/31/2022

  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.

  A full page ad in the *** stated Andersen does window replacement jobs "FROM START TO FINISH". I ordered 4 windows and a double glass door. First, the two big picture windows were too small. The trim wouldn't cover the difference. The wooden windows and trim were not protected with polyurethane. I was told I'd have to do "some finish work" when they were done. The door didn't close properly. After I called to complain the crew came back with two additional carpenters. They made everything fit, changed to wider trim to cover the measuring mistake - but didn't polyurethane the wood. They said they used to have a paint department, but quit doing that. I pointed out their ad states "start to finish" and I was never told I needed to finish the wood. I paid $400 for a handyman to finish their job and sent them the ****. The only response I got was for their "customer relations" person to forward my email and invoice back to me. All I ask is that they "finish the job" by reimbursing me for the additional cost. I also noted that they removed the full page ad from the ******************** since I pointed out the misleading verbiage.

  

  Business Response

  Date: 06/01/2022

  ******,
  Thank you for reaching out. As I mentioned on the phone, I honestly am not sure how the email technical error transpired. I wasnt aware that the email was kicked back to you. As we have discussed multiple times we are no longer offering painting and staining however, I understand the strain this additional work put on you and I am going to pay this invoice. You should expect a check in the mail within 3-5 business days. Thank you for agreeing to closing this complaint once you have received the check.
  
  All the best,
  Harmony ****

  Customer Answer

  Date: 06/08/2022

   
  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.

  I received a check for the cost of finishing the windows today.  I hope that in the future the advertising for Renewal by Andersen of Alaska matches what they actually do.  

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