Complaints

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

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• 

  Renewal By Andersen

  1401 W Bayaud Ave Unit 7 Denver, CO 80223-1227

  
• 

  Renewal By Anderson

  1401 W Bayaud Ave Denver, CO 80223

  

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:06/05/2024

  Type:Product 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 purchased windows from Renewal several years ago and since that time, my mailbox ****** is consistently packed with marketing brochures and letters which do not offer any avenue of unsubscribing. The email address to be utilized is not valid (email returned as undeliverable) and the website on this listing "cannot be reached".

  

  Business Response

  Date: 06/11/2024

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

       Thank you for reaching out, and we apologize for the inconvenience this has caused you.  Your information was provided to our marketing team yesterday so they could remove you from all marketing lists, including direct mail and email/phone solicitations.  However, it does take a few weeks for the current campaigns in place to filter through.  If you have any further concerns, please feel free to reach out to me directly using my contact information below.

   

  Best regards,

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

  Director of Customer Relations

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

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

• Initial Complaint

  Date:03/26/2024

  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 have been trying to get warranty work done on doors and windows I purchased and had I stalled by ********. This has been going on for close to a year and the company will not return my calls nor will they give me any updates when I call them and actually get a human. Ive spoken with at least 10 different people with no resolution to an ongoing problem with the functionality of ********************.

  

  Business Response

  Date: 03/26/2024

  ************,
       We apologize for your ongoing issues with your project.  I do see that you have had multiple conversations with our service department the past few weeks and as of yesterday have a service appointment scheduled for 4/26 so that we can address these concerns.  Our Service Supervisor ********************* will be contacting you that following Monday, 4/29 to ensure everything has been taken care of to your satisfaction.
  
  Best regards,
  *********************
  Director of Customer Relations
  *** of ********************
  *****************************************************

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21474384
  
  I am rejecting this response because:

  I will not accept a response until the 4/26 appointment has been completed, the work is done, and we verify there are no additional actions needed for warranty work. When ******* called to provide me with an appointment date on March 25 I inquired as to why she did not respond in the promised timeframe (on March 15, she indicated she would have a final answer for me on warehouse parts by March 18). ******* indicated she could not get ahold of the warehouse, which I find suspicious.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 07/10/2024

  We finally had renewal by Anderson come out to perform their recommended fix on my French doors and their fix has only made the problem worse. Ive communicated to them that I cant even close and lock the door without putting weight on it and the problem is worse and the whole door needs to be placed and reinstalled. Their response was completely unsatisfactory as they are now making me wait another month to have their techs come out and reset the current non-functioning door rather than replace it. This is a warranty issue thats been ongoing for about two years now and I would love some support in getting this longstanding issue actually fixed. Please let me know what can be done to support actual closure of this defective door issue.
  *******************

  

  Business Response

  Date: 07/16/2024

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

          We certainly regret that you are still experiencing issues with your door.  There are steps we have to take before we can consider replacing a product in full.  While we understand you have had several warranty visits, our resolution based on the feedback provided by our technicians during your most recent visit is to reset the door in the opening which is scheduled to take place today (July 16th).  This should alleviate any concerns with the current lack of functionality.  We will be reaching out afterwards to ensure this has addressed your concerns.

   

  Best regards,

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

  Director of Customer Relations

  RbA of ********************

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

   

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21474384
  
  I am rejecting this response because:

  There are manufacturing defects on the door panel which was replaced.

  The framing on the door is also damaged due to the improper initial installation.

  The panel that was installed before the frame reset already shows abrasion signs since it was installed on an improper frame.

  The fact that the door had to be reset because of sub-par initial installation calls into question the installation integrity of every window and door that was installed in 2020. 

  This issue now extends to evaluate all windows and doors installed by the initial install team. I'd appreciate a call to schedule this evaluation, as no one has reached out from Anderson as your response indicated and it's been almost 10 days since the door reset was performed.

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

  

  Business Response

  Date: 08/08/2024

  ************,
  
                  After your visit with our Production Manager on 8/2, he compiled a punch list of concerns that need addressing.  We will be reordering a new door in its entirety, as well as replacing the two damaged window screens and attending to some other aesthetic issues.  Once we have received delivery dates for the reordered product, our scheduling team will be reaching out to coordinate a new installation date for you to complete the items discussed.
  
  Best regards,
  
  *********************

• Initial Complaint

  Date:02/08/2024

  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.

  We purchased with financing, 7 windows at a cost of $17,206.38. A large amount of money we committed to Renewal By ********(RBA) based on what we were told by specific sales personnel. We are first time homebuyers and wanted the best. We are seeking a refund from RBA for false claims on RBA services and products. A heavy portion of the premium price tag we paid, was for a level of service we never received.We were inconvenienced multiple times, multiple re-orders. Over 3 specific manufacture defects, requiring 3 separate installs. We had to manage the project ourselves due to sub contractors installing incorrect trim in the process. Over 6 months for the window install portion to be completed, multiple egregious errors on a 7 ************** for a ***** sq ft house. April **************************************************** late Sept 2023. Project was finally completed in Jan 2024. We signed a contract in Dec 2022 that the work would be correct the first time, and would be installed in 1 day. Full timeline available. We ordered in Dec 2022, after a product demo from *******************. We committed to purchase on 5 key points we were told verbally and agreed to by contract. 1) Best customer care and a commitment from RBA to go above & beyond. 2) As the owners, we would not have to deal with the install team RBA project managers would do this. 3) Only RBA employees complete the work from Sale to Construction no sub contractors, 4) The work would be completed in 1 day laser measured twice, ensured to fit the first time. 5) Advertised expectations of Hassle Free working with RBA. All 5 of these points turned out to be false, misleading, or a sales-oriented lie. Issues persisted across the entire RBA team, including ***********************, *********************, and others We asked for a discount, RBA only offered painters to fix visual errors. Zero follow through after we signed the contract. Quoted from ****, "I've never seen this amount of errors on a project before."

  

  Business Response

  Date: 02/16/2024

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

         Your customer experience was certainly a poor one, which we sincerely apologize for   Our intent is always to complete our projects within the estimated timeline, however when situations arise on a project, be it product or installation concerns we will always work to stand behind our product and workmanship to make things right.  I have arranged a meeting with the department leaders of the individuals cited in your complaint to better understand what occurred on your specific project and what we need to do to improve our processes moving forward.  I will be reaching out to you directly early next week to discuss your experience as well as your compensatory request.  If there is a best ********* to do so that works with your schedule, please let me know.

   

  Best regards,

   

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

  Director of Customer Relations

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

  Customer Answer

  Date: 04/26/2024

  I did / do accept the businesss response. They reached out to us and made the situation right through a partial refund that we agreed to. 
  
  Im very appreciative of the attention and prompt response from RBA. Despite the obstacles, the windows are beautiful. ***** was a top notch professional who assured me future trainings would be pulled away from this experience. He also gave me the confidence that RBA stands behind their products. 
  
  
  Thank you again,
  *****

• Initial Complaint

  Date:01/29/2024

  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.

  The front entry door was installed June 6, 2023. After a few days it was obvious it wasn't latching correctly. I contacted them within the appropriate time frame to report the problem. They sent a repairman to my home to repair it, but after a few hours it was back to not latching correctly. The same thing happened 3 more times. In the process of all this, the outside frame buckled. Another repairman showed up to repair the buckle and the latch. The repairman couldn't fix the buckle because he couldn't find the piece in the warehouse, but assured me the latched was fixed. It was not. Yet another repairman showed up couldn't find the piece in the warehouse but had an extra piece that he was able to repair the buckle, but the latch could not be fixed because the whole time it was not the latch but the frame. I heard nothing from the company for 4 weeks. A week ago I was contacted and they were coming to replace the frame January 29, ****. It would have been appropriate to contact me in those 4 weeks let me know what the next steps were going to be. However, they didn't show up January 29th, I finally received a call from the installer and they couldn't find the piece in the warehouse to fix the door. I have heard nothing from the company. Everytime they have been to my home I rearrange my day, my time, to accommodate ********** time frame. I have been making my monthly payments to ******** because that was the big selling push at the time. Free financing for a year. While I continue to make my payments I have a front door that is not working correctly. I feel there should be some sort of financial relief because of the ineptness of the work and lack of communication. It has been almost 8 months of me trying to work with this company to get this job completed. Surely my time is worth something.

  

  Business Response

  Date: 02/13/2024

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

         Thank you for taking the time to speak with me today.  We apologize that this has been an ongoing source of frustration.  We do have you confirmed for Tuesday, February 20th to finish your project and I will be reaching out to you that next day to close out and ensure everything has been completed to your satisfaction.

   

  Best regards,

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

  Director of Customer Relations

  RbA of ********************

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

• Initial Complaint

  Date:01/09/2024

  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.

  This company sends misleading mail advertisements designed to convince people that an in-person inspection has taken place. The mail claims to be a ************** Door Assessment, that appears to have been completed on-site in ink, rating the quality of the homeowners current windows as poor. Of course the ink is actually printed, but more vulnerable recipients may be tricked into thinking a professional has assessed their windows and found that work is required. This kind of deceptive advertising is utterly immoral.

  

  Business Response

  Date: 01/18/2024

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

         We understand you've spoken with our Director of Marketing *********************** in response to your concerns.  RbA methodology is to provide all homeowners with a full window and door assessment during their in-home assessment.  The direct marketing piece is a simplified representation of that assessment.  Should customers contact us based on that mailing piece, we describe the entire process in detail at that time.  *** has removed you from future RbA direct marketing campaigns and mailings.

   

  Best regards,

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

  Director of Customer Relations

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

• Initial Complaint

  Date:12/12/2023

  Type:Product 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 signed a contact for window replacement with ***** by Andersen dba Window Warmth LLC ************************************ Unit 7 Denver ** *****; phone ************ - ********************* was the sales agent, on 8/24/23. I have been requesting a detailed statement on cost of materials as well as breakdown of labor changes. As of today, 12/11/23, they have refused to produce requested information. I simply want to know the cost of the windows as well as the cost of labor to install the windows.

  Customer Answer

  Date: 12/12/2023

  DBA: Renewal by Andersen

  Window Warmth LLC

  CO244783

  *********************************** Unit 7

  Denver ** 80223

  ************ is their phone number

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

  

  Business Response

  Date: 12/19/2023

  ******************,
          We apologize it took so long for you to get a response back from your project consultant.  I spoke directly with him last week and understand that he has since provided you with an itemized breakdown by unit.  It sounds as if your installation manager ******* spoke with you as well.  As a full-service company, all material and labor costs are included in the cost of the windows and are not itemized specifically.  Based on the information received from the crew, it appears as though the installation went well. If there are any concerns, please contact us directly.

   

  Best regards,

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

  Director of Customer Relations

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

  Customer Answer

  Date: 01/04/2024

  Please excuse my tardiness in responding to your email. With the holidays and family commitments I did not look at your email.

  Please know that I am far from done in pursuing this complaint against Renewal by Andersen !!

  Their business model is a TOTAL SCAM !

  They absolutely refuse to give a detailed summary of materials cost and labor installation charges. They will ONLY provide RETAIL COST and then give me this ridiculous so called savings for choosing their company. They advertise on TV about their so called Special Pricing Offer if one responds before a designated deadline date.

  This practice has gone on for years. With little or no challenge to their business model and their smoke and mirrors tactics!

  If Renewal by Andersen is acknowledged by the BBB as a reputable company. BBB really needs to take a real hard look at them again!! 
  

  More to follow.

  I appreciate your time and efforts in helping to resolve my complaints. THANK YOU !

  This company laughs in the face of BETTER BUSINESS PRACTICES.

  Sincerely;

  *********************;

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

  *********************************************************;

  Colorado Springs, Colorado 

  80907

  

  Business Response

  Date: 02/07/2024

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

        We acknowledge your personal frustration with the way we conduct business.  We want our customers to be excited to do business with us and abide by a three-day right of rescission period to cancel any project post-sale for any customers that have second thoughts.  

  In your case, your project was completed in full without issue, and you were provided with the itemized breakout of the project cost by unit that you requested.  We bill our projects as a service so all labor costs are included in the project cost, but it is my understanding you have also been provided with a tax credit letter, which does show material costs broken out.

   

  Best regards,

   

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

  Director of Customer Relations

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

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

  Customer Answer

  Date: 02/10/2024

  BBB

  I ABSOLUTELY reject the message sent by *********************, director of customer relations for *** ******************** !

  BBB if you continue to rate this business RENEWAL BY ANDERSEN as a Top rated company. You BBB . will lose ALL CREDIBILITY with  people of honesty and integrity !

  I have been shocked by the countless number of customers who have done business with Andersen who were and continue to be scammed by their disgraceful business practices !

  Andersen  is the MASTER of the SMOKE and MIRRORS business practice!

  Whats even more amazing. They continue to get away with it !!!!

  These company needs to be investigated by the Feds . They are deliberately scamming people by their business practices.

  We fell victim to their scam initially but when I pressed for answers and actual costs of materials and labor charges THEY WOULD NOT SUPPLY THOSE NUMBERS. Everything they did give me RETAIL COSTS ONLY ! THEY WILL NOT BREAKOUT WINDOW COSTS AND INSTALLATION COSTS. Actual cost to me the customer ! ITS ALL PIE IN THE SKY !!! THEY EMPHASIZE THAT ITS A TOTAL PACKAGE DEAL !!  
  When ********************* , (project consultant for *** Colorado)  sent me his weak explanation of Andersen s business model  at the close of his letter he had this quote: The greatest compliment you can give me is an introduction to someone you care about.

  DO YOU BELIEVE THIS??!!!!

  I WOULD NOT INTRODUCE MY BITTER ENEMIES TO PEOPLE WHO KNOWINGLY SCAM AND DEFRAUD PEOPLE AS DO THESE PEOPLE. THEY DO IT DELIBERATELY. WITH FULL KNOWLEDGE AND INTENTION !!

  I WILL CONTINUE TO PURSUE MY EXPOSURE OF THIS HORRIBLE BUSINESS PRACTICE AND TACTICS BY RENEWAL BY ANDERSEN !!

  OPEN YOUR EYES BBB !!!!

  YOU ARE CONDONING THIS SCAM AND OUTRIGHT FRAUD !!

  SHAME ON YOU !!

  TAKE ACTION HERE !

  LOOK AT THE COUNTLESS FACTS OF THOUSANDS OF PEOPLE WHO HAVE BEEN SCAMMED BY THIS COMPANY!

  PLEASE  !

  Complaint: 20991252
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/21/2024

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

         Attached are two documents for you - first, your itemized breakout of what you paid for each window post discount along with the standard production fee.  These are highlighted on the spreadsheet attached.  The second document is a tax credit letter.  The window costs are for the materials themselves, the remainder of the project cost represents the labor.

   

  Best regards,

   

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

  Director of Customer Relations

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

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

   

  Customer Answer

  Date: 03/07/2024

  The recent response I received from Renewal  by Andersen was TOTALLY INADEQUATE !!

  Its beyond me that the BBB continues to give this company such a high rating !

  The internet is filled with customer complaints regarding **********************. Evidently, NO ONE at the BBB is listening nor willing to investigate Andersens SMOKE AND MIRRORS business practices!

  I will pursue other avenues to expose Andersen for who and what they really are. TOTAL SCAM ARTISTS. The BBB is failing the general public by ignoring this issue !

  SHAME ON YOU BBB !!

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

   

• Initial Complaint

  Date:08/29/2023

  Type:Product 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 own 19 Renewal by Andersen Windows. Late June 2023, 1 of our casement windows started leaking. I contacted their service department to schedule an appointment for installation to come out. Instead of coming out ********************* and I FaceTimed so he could get the serial number. I also texted pictures of the window following our call. He connected me to their ********************** The first appointment available was on August 21, 2023 (some 2 months out). Since then, 2 other windows started leaking. I texted **** on August 2, 2023 and provided serial numbers and pictures of the 2 window so he could forward to service to add to the service call ticket.****** came out on 8/21 and mentioned that all of our windows are missing drip beads which is most likely causing the windows to leak. He didn't have tools to repair as the tools are shared between 4 crews. He told me he would escalate and the ****************** would contact me within 1-2 days to schedule an appointment. I reached out to both **** and the ****************** on 8/24, ****** said either her or **** the installation manager would get back to me by close of business on 8/25. **** was going to send service another email to add the 2 windows to the service ticket. No call back. I spoke to ****** on 8/25, she was going to send a follow-up email to **** and was told he would call me. 8/29 after leaving voice message, ****** finally called saying that **** was working on getting materials ordered but couldn't provide a timeline for sending out a crew to fix, just that he would call me. It's frustrating that I can't get a definite date scheduled to have all 19 window fixed. Empty promises don't keep my hardwood floors from getting wet every time it rains. To make matters worse, I received a survey on Friday, 8/25 asking for my feedback where I asked for a follow up call to resolve.

  Customer Answer

  Date: 09/05/2023

  Renewal by Andersen finally got back to us via text message with a service date of 9/18/23 to install drainage beads on all windows. 

  

  Business Response

  Date: 09/08/2023

  Mr. & ***************,

           We certainly apologize that additional work is necessary that could not be addressed during the earlier service visits.  It looks as though on 8/30 we confirmed a date to recoil all windows on 9/18-19 to ensure you no longer have any water infiltration issues.  Our team will follow up afterwards to make sure everything has been taken care of to your satisfaction.

   

  Best regards,

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

  Director of Customer Relations

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

   

• Initial Complaint

  Date:08/24/2023

  Type:Sales and Advertising 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.

  We purchased windows and doors in August 2022. They were installed in January or February 2023. Items were not installed appropriately. The installers broke the screen doors while installing them so they had to be reordered. A few days after installation when the wind blew screeching noises were coming through all the windows as they had not properly installed them. The first snow storm snow was coming through the French doors onto the wood floor because they had not been installed correctly. Screens on windows are not connected to the frame and there are gaps. Most recently when receiving rain water was coming in the storm door like a waterfall on to the wood floors. When we called we were told we needed to log the door. We are unable to get in contact with a supervisor. They were to come out 8-24-23 to repair some of the items and cancelled. The inspector came out and found multiple things wrong with the windows and doors which will cause them to need to be re-installed.

  Customer Answer

  Date: 08/29/2023

  The company has reached out and we have a plan in place to move forward with getting the repairs made.

   

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

  Customer Answer

  Date: 09/10/2023

  We are in communication with ******** Windows and they are scheduled to come out the end of this month to fix everything. Until we see how that goes we can't say if it has been addressed or not but we are hopeful.

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

  

  Business Response

  Date: 09/20/2023

  Mr. & ***************,

         We are aware of the multiple concerns you have on your project and want to apologize for your experience to date as it has been far less than a favorable one.  We have multiple delivery dates for screens, hardware, and all of the various parts necessary for your entry door.  We are in the process of consolidating all of those, and then our scheduling team will be in contact to ensure everything is completed to your satisfaction during one final trip.  Once finished, I will be calling to make sure you're satisfied and discuss your request for compensation.  

   

  Best regards,

   

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

  Director of Customer Relations

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

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

  Customer Answer

  Date: 09/20/2023

   
  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:08/22/2023

  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.

  Six windows for our main level were purchased in April and installed August 15, 2023. We were told to remove inside window coverings and move furniture from windows so installers would be able to get to windows. We did this. Nothing was ever mentioned about removing outside shutters. We had upstairs windows replaced a few years previously and two of these windows had shutters.(These two large upstairs windows were replaced by a different company, not renewal by Andersen)Removing shutters was never mentioned at that time either. This company had no problem installing the windows and shutters were never removed or damaged. When these current Renewal by Andersen windows were installed on August 15th, the installer tore the 2 shutters from sides of front window and they completely tore apart ending up in pieces. The installer apologized over and over. He told me his boss would be calling me the next day to set up time to come out and replace shutters. I waited till Friday (3 days after install) and never heard from anyone. I called renewal and they said I needed to talk to my salesperson. I called him and he told me to contact the installers boss. His name is ***** and I was given his number. I called him and he started making excuses. According to him I should have removed the shutters! Really? This was never mentioned to me by my salesperson and was not in instructions(Shutters were never mentioned) These two shutters were to the sides of the window and should not have interfered with installation. My upstairs windows were replaced with no removal or damage to shutters(better company I guess). I sent ***** pictures of missing Shutters & the new windows. He said I could go out and buy new shutters and renewal would reimburse me but I would have to install them myself. I feel Renewal by ********* should buy the shutters and install them. Why should this be my problem? Windows cost me around *********, surely they can buy the shutters and install them.

  Customer Answer

  Date: 08/21/2023

  Address on Order is:

  Renewal By Andersen of Colorado

  ************************************ unit 7

  Denver, **.  80223

  phone: ************

  

  Business Response

  Date: 09/06/2023

  *****************,
        We apologize that your shutters were damaged during the installation.  If shutters or window coverings have not been removed, we make every attempt to install without damaging them, however in the terms of your contract in clearly states that we assume no liability for any window coverings of any kind.  We were the same company that completed your previous installation in 2019, and the same stipulations were in place at that time as well.  Both contracts have been attached for your reference.  

  
  Despite that, we are still willing to reimburse you for the costs incurred for replacing the damaged shutters as was promised for terms of customer satisfaction.  We are not a shutter company, therefore purchasing and installing shutters would not be in your best interest. We understand that it places the responsibility upon the customer themselves to source and hire a professional window treatment company to do so, however it also ensures that you maintain the customer relationship with that company for any warranty purposes in the future.

  
  Once you have had those shutters replaced, please email me the invoice directly at ***************************************************** for reimbursement.
  
  Best regards,
  
  ************************
  Director of Customer Relations
  RbA of ********************
  *****************************************************

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20500550
  
  I am rejecting this response because: I want to respond to *****'s message 

  I am writing this response to the message sent to me by *********************, Director of  Customer Relations. 

  First I want to restate that Renewal by Andersen of Colorado DID NOT install my TWO upstairs FRONT windows that had shutters on both sides. These 2 front windows were repaced a few years before the ones in 2019 and I assure you Renewal did not install them.  Renewal by ******** did install three of my upstairs BACK windows (in 2019) none had shutters.  Because the windows are so expensive, I had to replace my windows slowly..... three seperate times.  1st time 2 upstairs front windows NOT installed by Renewal, 2nd time 3 upstairs back windows installed by Renewal and this last time 6 downstairs front & back windows by Renewal. I don't appreciate (how it came accross to me) ************** contradicting my original complaint that stated another company installed my front upstairs windows without having to remove my shutters.  The statement I made in my compaint is a fact.  I will repeat....The first window company I used(which was NOT Renewal by ********) installed my upstairs FRONT windows without removing the shutters and with no damage to the shutters.

  Second, The agreements do read that all window coverings are to be removed.  All my window COVERINGS were removed. There was nothing covering any of the windows.  We even moved all our furniture far from the windows so nothing would be in the way.  The outside shutters however I don't consider to COVER the windows!  They are to the SIDES of the windows for decoration not for covering.  I realize some people have inside shuitters used for window coverings..... they cover the windows and open and close, but these outside shutters do not cover the windows.!!!   I would understand having to remove inside shutters, however outside shutters to the sides of the windows are a different matter.  I understand also how companies can use these agreements to their benefit when something goes wrong.Shame on them!!!!  I was never told that the outside shutters needed to be removed.  

  My husband and I own a small auto repair company and when something unexpected goes wrong( as things sometimes do) and something breaks, my husband fixes it.  He doesn't tell the customer to take it somewhere and get it fixed and he'll pay for it.  If it is something he does not repair he will take it to a place that can do the repair work, pay for it and then get it back to the customer fully repaired.  He doesn't put the repair work on the customer. 

  I want to make it clear rhat I understand things happen and not every job goes smoothly.  The installers who came to my house were wonderful.  The job was originally a two day job but they were fast( got it done in 1 day), polite, cleaned up beautifully, did a great job installing the windows, and were very apologetic about the shutters.  When they left they said the lead installer(*****) would be calling me about the shutters.  ***** never called.  I had to call him.  He acted very unconcerned and basically said it was my problem. He said he was in ******* and didn't know when he might be able to come by and check things out so I took picures and e-mailed them to him.  He then wrote back and said for me to go buy the shutters and Renewal would pay for them.  I asked who would put them up for me.  I certainly don't know how.  He replied, you'll need to find someone.  I feel like even though Renewal is not a shutter company, they know people/companies who do put up shutters and should have contacted someone to come out and put up new shutters for me.  I feel this situation could have been handled so much better,  Just fix what broke. 

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

• Initial Complaint

  Date:07/31/2023

  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.

  Date of Transaction: July 12, 2023 Deposit: $2,098 via credit card Dispute: Renewal by Andersen used bait and switch marketing tactics during the sales process for a new exterior front door. The sale person used computer images to show me what my new front door would look like AFTER it was installed. However, the person who came to measure told me the existing exterior decorative woodwork around the front door would be demolished during the install and the cement front stoop would no longer match the door still. What I was shown as the new front door after the installation was false and misleading! Earlier in the summer I used ********** to replace my backdoor. HD removed the old door and its frame and installed the new door with its frame. I was not left with a mismatch cement door stoop and torn up door frame. Until the Andersen came to measure I had NO idea of the extensive additional work that I would need to do through other entities to arrive at the Renewal by Andersen fake image! I'm totally certain Andersen knew exactly what they were doing and the games they are playing with customers!

  

  Business Response

  Date: 08/03/2023

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

         We apologize for the expectations that were set by your project consultant.  One reason we have an installation manager come out to complete the technical measure is to ensure that the project can be installed as sold and all expectations are confirmed.  Your cancellation was processed yesterday and the refund for both your initial deposit and permit are forthcoming, and you should receive the check in **** business days.  

   

  Best regards,

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

  Director of Customer Relations

  *** of ******************** 

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

   

   

  Customer Answer

  Date: 08/04/2023

   
  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,
  
  *********************