Complaints

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:03/06/2024

  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.

  My home had windows installed by Renewal by Anderson back in 2020. In September of 2023, I was mowing my lawn and a rock broke one of my bathroom windows. For the past 5 months Ive been trying to get this window replaced. I first contacted a local glass repair company. They came out and realized it was a window that could only be repaired by the original manufacturer, which was Renewal by Anderson. So this local glass company contacted them for me and used the money I had paid them for a deposit to pay for my window replacement through Renewal by Anderson. They finally got the window in and scheduled my replacement for Wednesday, February 28th at 10am. One of their representatives arrived at 10am like scheduled, only to find out that after waiting 5 months for this window to be replaced, they had ordered the wrong window. The rep left my home and that was the last I heard from anyone. On Friday, March 1st, I called into Renewal by Anderson, only to be told that they had never heard of me, never scheduled anyone to come to my home, and have no record of me purchasing the replacement window. I was transferred to a manager that gave me the same info. After 5 months, I not only still have a broken window, but I now have no path to a resolution and they have kept my money.

  

  Business Response

  Date: 03/18/2024

  ****************,

        We apologize about the lack of communication in terms of your sash repair.  I understand you have been in contact with our service department, and we are coming out on Tuesday, April 2nd to remeasure and ensure that the correct sash is reordered.  Our service department has committed to providing updates once we get this back on process for you so that we have no further lapses in communication.

   

  Best regards,

   

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

  Director of Customer Relations

  *** of ********************

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

   

• Initial Complaint

  Date:12/28/2023

  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.

  When the sales rep came to my home he did not provide full details of the financial process. He did not explain that almost immediately after signing contract 1/2 the cost would be forwarded to Andersen and that I only had 3 days to cancel the order. I was made aware AFTER the financial agency send me notice. When I complained rep was dismissive saying it was in the contract and that I would lose 25% of the cost if I cancelled the order. I asked to speak to his supervisor and this did not occur. I wrote several individuals in leadership positions about my complaint and did a complaint on their company website. NONE of my complaints were addressed, NONE of the individuals responded to my inquiries. The financing agency forwarded funds even though I specifically told them I'd rejected the transaction due to the issue with the sales rep. ***** interest rate is exorbitant even with my credit score being over 750. The projected install is 3 months out and I have no firm install date. They advertised 12 month no interest but the 12 months starts the date you sign the contract which cause consumer to lose 3 or more months of the 12 due to delay installation. Andersen is aggressive in their sales tactics (door to door sales reps), which creates a queue of consumers who will not get their products for months due to lack of production facilities. Cost of project $14,000 ********* door and 3 windows.

  

  Business Response

  Date: 12/28/2023

  ********************,

        We show your cancellation in effect as of 12/18.  Per the terms of the contract, you do have a three-day right of rescission period during which you can cancel at any time without penalty.  After that period elapses, the first half of the financing is charged to your loan and acts as a deposit for the units and materials on your project.  Since there has already been a deposit made, and the manufacturing process has begun on units that are being custom-made for your property which we have a delivery date for, there is a 25% cancellation fee charged.  

  Our lead times are currently 4-6 months, however on the 12 month no interest plan the clock begins upon install, so the lead time does not affect those terms.  If you should decide to reorder, please contact me directly at my email address in my signature below and we will be happy to do so.

   

  Best regards,

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

  Director of Customer Relations

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

   

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21064869
  
  I am rejecting this response because: Andersen did not communicate with me during the complaint process until I did the BBB complaint. The response stated my order had been cancelled 18 DEC and there was a 25% cancellation fee b/c it wasn't done w/in 3 days of the contract being signed. They did not communicate this with me and I did not know until this complaint was done. The financing agency GreenSky called 3 Jan and told me the order was closed within and hour of me responding to Andersen rep and letting him know that his responses conflicted with the information from the sales rep and GreenSky. There are a number of discrepancies in the information provided between Andersen sales **** ************** who responded on the complaint and GreenSky. I want the entire amount refunded regardless of their claims that I had only 3 days to respond because of the discrepancies and intentional withholding of information throughout this process.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/18/2024

  We have already refunded the entire cancellation amount back towards the customer's GreenSky account per the customer's request back on January 9th.  There are no further concerns to address.

• Initial Complaint

  Date:11/28/2022

  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.

  We ordered Anderson by Renewal windows February of 2022. The windows were installed sometime around August of 2022. During the install we notice the front window was not the right window. Also the slider door window bars were uneven. These complaints were verified by ****** and *****************************, the original installers. They contacted Anderson and the agreed to redo the 2 windows. Finally on November 8, the replacement window and slider were to be installed again. The front window was replaced, but the new window now has an 8" scratch in it. The new slider was never replaced. We were told by the second installer, who knows his name, as he never left any paperwork, that he would contact the manager and let them know. We never received any response from Anderson. We called on 11/11 and were told the manager would call us back. Still haven't heard from them as of today. We paid over 25K for these windows. 2 of them are bad. I am not sure why no one will call us back. I called again today, of course no one was there. I left a message and told them I would be contacting BBB. If I don't hear back with in a week, I will call the Attorney General, and them my lawyer. 25K is too much to spend on something that isn't right. Please help if at all possible. Sorry, I can't seem to get a good picture because of the screen and the sun shining in the front window. I am seeking replacement and some type of credit for all our issues.

  

  Business Response

  Date: 11/28/2022

  ******************,
  
              I understand that you did speak with our service and warranty department earlier today.  We apologize for the lack of updates on your project.  Grilles between glass such as you have come in at a greater width on our *************
  

  comparative to our window products.  We have placed a special order with corporate so that these widths match and are awaiting a delivery date for that reorder.  The scratched sash recently installed is also covered by the terms of the

  warranty and has also been reordered.  Once we have a delivery date from our factory, our service department will be reaching out to schedule the replacement of these units.

   

  Best regards,

   

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

  Director of Customer Relations

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