Complaints

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

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Renewal by Andersen of Alabama, LLC has 2 locations, listed below.

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  Renewal by Andersen of Alabama, LLC

  108 Court Way Pelham, AL 35124-1765

  
• 

  Renewal by Andersen of Alabama, LLC

  4411 Evangel Cir NW Ste K Huntsville, AL 35816-2734

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:11/19/2024

  Type:Customer Service 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.

  Based upon the subject contract that was signed back on 18 June 2022, and the events leading up to this email notification. I am requesting that this contract be canceled due to delinquency and breach of contract for installation for the windows my wife and I had set to purchase per the subject contract. It has been 2 years and 4 months since the signing of this contract, I have extended to your company, time and patience over and over. We would at this time recommend the only remedy suitable to us is to cancel the remaining contract for a balance of $13,958.00 that Renewal by Andersen has with ******** to include forfeiture of half of what we put down at the time of contract signing, cash amount at that time was $13,958.00, we are requesting $6,979.00 be returned to ************ *********. We see no end in resolving this matter, we have no confidence that the windows will be correctly sized to fit based on these 2 year past experience with 3 times measuring and windows arrive that don't fit. The four that I went ahead and accepted, to be honest was through duress, 2 years stressed me so much that I accepted those with 1/2" gap at the top of each, that was filled with foam and covered with vinyl trim that in some places is separating. There is no way a manufacture cannot make a window to the measurement provided by your personnel.We would appreciate without delay that the aforementioned resolution is acceptable or rejected.

  

  Business Response

  Date: 11/26/2024

  To whom it may concern,

  We met with this customer yesterday and have come to an agreement on how to resolve their issues.  We will execute on the desired solution and update the file once completed.

   

  Customer Answer

  Date: 11/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, request this stay open until the resolution is realized.  This is their 4th attempt to order and install the windows in the past 4 years snd 4 months.  The complaint should not be close until the resolution is realized. 
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:05/26/2023

  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.

  Contract to purchase windows and a sliding door from Renewal by Andersen of Alabama LLC was signed 6/27/2022 with ***** week lead time for install. Repeated delays by Andersen pushed the installation to 2/20/2023. AFTER the contractors knocked out existing windows, they discovered the wrong windows were ordered. Not only wrong but the windows dont even match each other. We were told that they would install all the windows and put a 6 week rush on replacement glass with correct grids. Another 13 weeks have passed and the windows still have not been manufactured and Andersen cannot even tell us when they are scheduled to be completed. They threatened ruin our credit if we didnt start paying the finance company so we are paying for mismatched windows and the installation is not complete. We are requesting correct windows by 6/30/23 and a 50% price reduction. Please advise. Your assistance is greatly appreciated.

  

  Business Response

  Date: 06/22/2023

  The homeowner signed a contract with us on 6/27/22 to replace 12 windows and 1 patio door. We scheduled the tech measure appointment with the customer for 7/18/22 to get the final measurements and finalize all the details for their order. We then proceeded to move forward with ordering the materials. Due to some of the product options for the grille patterns, we had to submit a ************ Product Request to manufacturing for approval before placing the order. We received the approval on we submitted the order on 8/31/22. We received the windows on 10/25/22 and were informed by manufacturing that the door was on back-order due to manufacturing delays. On 11/1/22 we were given an *** for the door of 1/2/23.and we reached out to the homeowner to inform him of the status of the order. The homeowner called and left a voicemail requesting that we install the windows that we had received and come back out to install the door since it was going to be delayed until the first of the year. This request was passed on to the Installation Project Manager who confirmed that we could split the install due to the delay. On 11/22/22 we scheduled the installation of the 12 windows for 11/25/22. Due to delays resulting on our end the installation for the windows was rescheduled until after the door was received and did begin as stated by the homeowner on 2/20/22. During the installation, our installers discovered that the grilles on 9 the windows and the patio door were incorrect. We do not unbox the products until right before they are to be installed to protect them from possible damage. The windows and door were installed, and the Installation Project Manager and Production Manager were notified that the glass needed to be reordered for the 9 windows and the door panels. We began the reorder process which did require getting a new ************ Product Request approved from manufacturing. We called the homeowner with a preliminary *** for the end of May. We were notified by manufacturing on 5/1/23 that our request had been denied and we had to make the necessary changes and resubmit. We received the final approval for the request on 5/17/23 and submitted the order and confirmed that it was being processed. Both our order entry specialist and our general manager have continued to communicate with the customer to come to a resolution. We received an *** for the windows of 7/3/23 from manufacturing on 6/5/23 and our order entry specialist called and spoke with one of the homeowners to update them and let them know that we were still waiting on the *** for the door. We received the *** for the door panels of 7/31/23 on 6/13/23. Our order entry specialist called the homeowner to update who indicated he would like to have the windows installed as soon as possible once they are received and a second install for the door once it has been received.I reached out to the homeowner again today to reaffirm the *** for the products and to acknowledge that we did see his request for a discount due to the issues and delays that he incurred and that our General Manager was aware and would be calling him to discuss. As soon as their new materials are received, we will contact them immediately to schedule the installation for as soon as possible.We understand their frustration and deeply apologize for their experience and want to make every effort to come to a resolution. The loan through the finance company has its own terms that we have no *****************. We have only processed the first half of the contracted amount currently. The terms of the loan do state that their payments will begin at the earlier of the purchase window expiration date or job completion. The purchase window expiration date for their loan agreement was 12/28/22 which is why the finance company is requiring payments to be made. We will continue to keep close communication with the homeowner until all the corrected products have been installed and any outstanding issues have been resolved.