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:07/25/2023

  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.

  I had 3 north facing double hung windows intsalled in 2020. Noticed major gaps in the window and increased sound and air leaks in 2022. I could visually see outside through large gaps in the window frames. After several calls and visits that never fixed the problem i requested the send out a ******* or suprevisor. ***** came out told me the windows were not installed properly and the were out of square not level or plum. ***** personally came out to reset them in july 2023 that was the 6th visit by the warranty **** and about 8mo of phone calls and appointements. I was paid back 25% of my cost due to poor installlation. I hoped and thought my problems were solved. December 2nd 2023 the first real cold and wind storm we had this year i could see outside through a gap. I could feel the cold air pouring in through the gaps of my ******* double hung windows. I dont know what else to do, here as i feel ive been robbed of my hard earned money and will have to soon by new windows because of how unlevel and leaky these expensive windows are. .

  Replacement; Repair; Refund

  the windows on the sides where in appeared the windows werent measured or manufactured to size. i called and they sent out another tech out to adjust the felt stripping on the side. I asked him once again how this was going to physically close the gap from house to window and he had no answer. I asked him for a number of someone who knows how to answer and explain to me how this was going to fix the issue and why it happened.They sent the superviser out in another 2mo and he was explainign how the windows move and there would be larger gaps in some of the windows. I asked him to put a level on it which none of the techs did. After his measurments and leveling he came to the conclusion that they were installed wrong and we had to reset all the windows from the 2020 install. Iam upset that i paid large money for these to only have them installed wrong and to have to keep saying they are not working right. I feel like they only wanted to get paid and were hoping i would drop it.

  

  Business Response

  Date: 08/11/2023

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

           We apologize that the experience and workmanship has not been up to our standards, and more importantly, yours.  I understand that we are scheduled to come out later this month to address these concerns, however I left a voicemail for you this morning to discuss your experience more at length and also to discuss what can be done to make this right once the project is complete.  Please either call or email me back at your earliest convenience, my contact information is in my signature below.

   

  Best regards,

   

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

  Director of Customer Relations

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

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

  

  Business Response

  Date: 12/05/2023

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

        We apologize you are still experiencing issues with your product.  ********* Service Supervisor is scheduled to check all three windows and perform an air infiltration service accordingly on 12/18 as confirmed yesterday.  Once compensation has been provided on a project, as we did for your initial installation concerns on September 5th, no further discounting is considered.  *********** being completed on 12/18 is work covered by the terms of your warranty, which remains fully intact as per the original terms of your contract.

   

  Best regards,

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

  Director of Customer Relations

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

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20372284
  
  I am rejecting this response because:
  The frame isn't level and seems like it is not square.
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 12/08/2023

  I think I just want to walk away from this. For some reason it's making me very stressed and I don't think they are going to do anything beyond the warranty work. After talking with another contractor he asked why I would even trust them to do the work again and I dont. 

  Iam sorry to waste your time but it's just not worth it. Can we just resolve the complaint please 

• Initial Complaint

  Date:05/15/2023

  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.

   
  Complaint: 20060939
  
  Dear *********************,
  You continue to focus upon short-term earnings, while failing to appreciate the long-term costs of your malpractice, the results of which have direct consequence to the structural integrity of the entire building. Please consider the costs of replacing a rotten log in a chinked-log home. Please understand my distrust in recovering these repair costs from a company lacking basic integrity.

  
  Thus, to accept your offer would be irresponsible, as it would substantially increase your liability, and it would only complicate the dispute over the ultimate cost of your substandard products and services. We do not want you to incur a greater liability, nor do we want you to pay for expensive litigation, so we feel it is in everyones interests to agree that:

  
    -You will immediately reimburse all money paid to you to date ($22,960) and issue a written notice that our account is fully settled in good standing.
    -You will issue a written redaction of your claim against my credit, explaining you made an error in referring my account to a collection agency.
    -You will issue a written apology for the hardships you have caused, signed by all involved, which we may post to a public forum along with images of the disputed malpractice.
    -You will forfeit ownership of the three windows you installed.
    -You will agree to pay any subsequent costs incurred in the enforcement of this settlement.

  
  By providing a full refund, you can preemptively negate what is going to become an enormous financial liability. Furthermore, we are offering to forgive the substantial extraneous costs incurred by ** in pursuing this settlement. We urge you to take this opportunity to protect the interests of your organization.

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

  ctics; over 56 phone calls/emails during 6 months (15 months since purchase) without any reasonable attempt at resolution. Offered a very small refund of a portion of the contract THEN referred ** to collection agency, without notice/due process/explanation "Warranty" specifically excludes exactly the type of damage to home that results from their poor installation practices and inappropriate weatherproofing. They know they they cannot stand behind their work, so they hide behind their lawyers rather than doing a proper job! Andersen has developed as system of abuse which involves high pressure sales, empty promises, abusive contracts, and legal ******* to confound and intimidate. These crooks will steal your retirement savings and hide behind immoral lawyers.

  

  Business Response

  Date: 05/23/2023

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

          Our Sales Manager ********************* has been in contact with you numerous times via phone and text about your concerns and attempted to provide alternatives to find a solution.  Her final correspondence via text on 1/12/23 is attached.  Per the terms of your contract, we cancelled your second and third phases and charged 25% as those materials had been ordered for your project.  Currently, you have a remaining balance due of $1101.00 on your first phase that was installed.  In an effort to bring this to an amenable conclusion, we will consider your first phase paid in full by writing off that amount while maintaining the warranty for both the parts and labor as per the original terms of your contract.  Additionally, we will refund the 25% you were charged for your other two projects. To that end, our accounting team will be sending you a check in the amount of $5104.25. This would be our final consideration in the matter.

   

  Best regards,

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

  Director of Customer Relations

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

  Customer Answer

  Date: 03/07/2024

  Please close this complaint as resolved with satisfactory completion.
  
  For my records, please respond to this email when that is completed.
  
  Thank you very much,
  *************************

• Initial Complaint

  Date:02/22/2023

  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.

   
  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,
  
  *******************ld in the beginning. They made it sound like this was an item they did not have in stock NOT that they had to have it custom made. Now I have no foreseeable date of fixing this and in the mean time I have a cold draft coming in through my patio door. **************** does not appear to be a concern for this company. This is my second complaint with this installation and until I did write a complaint, they were pretty lackadaisical about responding to my concerns. I currently have 2 windows on order to be installed within the next few months but given the lack of customer concern and the lack of an acceptable response time - I would like to cancel that order WITHOUT FEES and go with another company that will hopefully have concern for customer satisfaction. Im having a hard time accepting this sort of treatment from a big name company that going in I thought to be trustworthy and customer care oriented.

  

  Business Response

  Date: 02/27/2023

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

   

   Thank you for taking the time to speak with me last week.  We look forward to completing your new phase on Saturday, March 4th, and I will continue to keep you updated on the delivery date for the bottom rail filler for your patio

  door.  If you have any further questions or concerns, please reach out to me directly.

   

  Best regards,

   

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

  Director of Customer Relations

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

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

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

• Initial Complaint

  Date:01/27/2023

  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.

  I have been a customer RBA for several years and have made all of my purchases through *****, an RBA employee. In May 2022, I contacted ***** to purchase and install two windows and a sliding glass door. *****, an RBA employee, came to my home to assist with my purchase. I was able to place the window order without complication. ***** indicated that the door would need to be ordered by an outside contractor because it was considered New Construction. ***** referred and introduced me to ***** who he said could purchase and install the door. ******* email states:***** is the most qualified structural contractor that I know, & will do an immaculate job for you. By way of referenceJesse is the only contractor permitted to work on our **** Denver bungalow. He will be able to provide the identical door to what we offer, & I will be happy to give him the specs for what ******* designed I spoke with ***** yesterday, as well as confirmed that the door we designed was available, & he is happy to continue the conversation with you at your convenienceAs an employee of RBA, I trusted ****** referral and met with ***** to avoid delays. I paid ***** $8,745 on May 14, 2022 via PayPal. When the door was due to arrive in October 2022, ***** ceased communication, never produced my door, or a refund. I reached out to *****, who is no longer with RBA, and various RBA corporate offices to recoup my loss.I have since learned that ***** is not a structural contractor as ***** claimed. ***** is not a licensed contractor and is not insured. I have also learned from RBA that it is company policy to refer clients to a preferred list of vetted contractors. It was Logans duty, as an employee of RBA, to direct me to preferred vendors and distributors. Instead, ***** directed me to *****, facilitated the introduction and misled me about his license. ***** was the door expert, and acting as an agent of RBA, it was reasonable for me as a lay person for me to rely on him.

  

  Business Response

  Date: 02/03/2023

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

   

  We understand that you have spoken to several individuals at our corporate office as well as our VP of Sales locally in this regard.  We have assisted to the extent we can, however we could neither provide the product nor

  complete the structural work to complete your project, subsequently you entered into a contract with a different company. No contract for the door was provided through *** of Colorado, nor was any deposit provided to *** of Colorado

  for this project, therefore there is no refund to give nor any product to supply.  This complaint would be better served towards the individual (*********************) and the company (Armortech) that you entered into business with.

   

   

  Best regards,

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

  Director of Customer Relations

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

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

• Initial Complaint

  Date:11/13/2022

  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.

  Daily junk mail representing ******** Renewal Windows. The sources of the emails are telemarketers, scammers, and possible even ******** Renewal themselves. I have attempted to block email address, utilize unsubscribe even though I have NEVER used nor would I ever use ******** Renewal Windows. I continue to get 2-4 daily emails and unable to adequately STOP then. I have also written to their company and still waiting on a response.

  

  Business Response

  Date: 11/14/2022

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

   

  We apologize that you are receiving these email communications despite your attempts to unsubscribe or otherwise stop from getting them.  Your information has been sent to the marketing team for our local affiliate to ensure you 

  are removed from all local marketing campaigns, including email.  While this does take some time to remove you from the pipeline, if you should continue to receive these after two weeks, please contact me directly via email so we can 

  address.

   

  Best regards,

   

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

  Director of Customer Relations

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

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

• Initial Complaint

  Date:11/02/2022

  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.

   
  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. Thank you for adhering to your warranty policies.  I very much appreciate it. 
  
  Sincerely,
  
  **** And *********************red period."Nobody has bothered even coming to have a look at them. They asked for pictures, which I provided but explained it would be so much better if someone could come look because of where the windows sit, it would be hard to show the issue fully in pictures. Instead, I get a quote to replace them at my expense. These two windows have areas that are obstructing our vision which is clearly covered. It's very unfair that they are not standing behind their warranties and not even bothering to step foot inside our home. We have now pretty much replaced windows with them for our entire house and I sincerely thought we would be getting top notch service but that is not happening.

  

  Business Response

  Date: 11/08/2022

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

   

  This is something that should be covered under your 20-year glass warranty and as such, these sashes have been reordered at no cost to you.  Once we have a delivery date, our service team will be reaching out to you to schedule

  replacement.

   

  Best regards,

   

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

  Director of Customer Relations

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

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

• Initial Complaint

  Date:10/04/2022

  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.

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

  

  Business Response

  Date: 10/04/2022

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

   

   We apologize for someone not providing you a path forward, however after your conversation with ******** on 9/28 and subsequently the pictures you sent were received, parts were ordered on 9/30.  We are awaiting delivery of

  the new balancers for the double hung window in the living room.  Once we have an ETA on those parts, we will absolutely honor the warranty and schedule replacement of the balancers.  If you have any further questions, please contact

  me directly via my contact information below.

   

  Best regards,

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

  Director of Customer Relations

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

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

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

• Initial Complaint

  Date:08/24/2022

  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 entered a Renewal by Andersen raffle in 2019 and have been unable to get them to stop contacting us with promotional mail since. Over the past 3 years I have contacted the company via phone 5 times, through their website no less than 4 times and through any email addresses I was able to find for them, I found a dozen emails I have sent to various andersen contacts over the years. Outside of the 2 people I have gotten on the phone who assured me contact via mail and email would stop (it has not), not a single email has been responded to. I told them in my most recent correspondence in May that my next step if I continued to receive promotional mail from them would be a complaint with the BBB. They need to have a way for us to opt out of contact. I do not trust them with my information, I want them to cease contact and erase us from their database

  

  Business Response

  Date: 09/02/2022

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

   

   We apologize for the marketing intrusion.  On August 25th your concern was raised to our internal marketing team and you have been removed from all of our local internal marketing campaigns, including email.  However, the

  nationwide campaigns that run in some marketing materials such as Valpak or similar marketing run on zip code and we cannot affect down to the specific customer.  If you continue to receive specific offers, please reach out to me

  directly so I can address. 

   

  Best regards,

   

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

  Director of Customer Relations

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

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

• Initial Complaint

  Date:08/17/2022

  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.

  Renewal by Andersen, who claims they have a really good warranty, installed a $6,000 window which has failed. The window is colder and draftier than the window they took out. Renewal came out on a cold day, acknowledged that the window was too cold. However, they have not offered a solution or offered to replace the window. Months have gone by and they have done nothing.Renewal does not honor their warranty or stand by their work

  

  Business Response

  Date: 08/28/2022

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

   

          We have every intent on honoring your warranty in terms of product and workmanship.   As confirmed, our ************* Manager *********************** will be out on Thursday, 9/8 @ 9 AM to walk

  your project and provide a path forward for your concerns. 

   

  Best regards,

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

  Director of Customer Relations

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

• Initial Complaint

  Date:08/12/2022

  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.

   
  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,
  
  ***************************** did not. I was contacted by ********************* from "corporate" and was told they'd "make it right" and she couldn't authorize compensation at her corporate level, that it needed to be done at the retail level, but promised a product quality check in MN where the door is made before shipment. Since that time I've called the Denver office 2 additional times (8/8/2022 and 8/10/2022) and was told by *** that Kailin *********** would call back. She has not. He said the issue of compensation was "way above his pay grade".

  

  Business Response

  Date: 08/16/2022

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

   

            First, our apologies for the issues you have encountered with your product.  These issues have been escalated to our factory to provide additional quality checks before it is shipped.  We do have a new estimated delivery date 

  in late September, however we are waiting to schedule a replacement visit until we conduct final product quality checks in our warehouse once received.  In extremely rare circumstances we do provide compensation at the affiliate level,

  however not in cases where it involves replacing product under the terms of the warranty.  Per the terms of your contract, you are able to hold on to 10% of the final balance until the project is completed to your satisfaction.  Our

  accounting team will be sending out a check for $915.00 for you to retain until the project is complete.

   

  Best regards,

   

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

  Director of Customer Relations

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

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