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:08/04/2022

  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 signed a contract to have one sliding door and three windows replaced in July of 2021. In November of 2021 the instal was completed. With one item missing ( the screen door for the sliding door ) and damaged screen kn one of the windows. We where told it would be a few weeks and we would have the project completed. Within one week the back door weather stripping failed and the foot lock and regular lock stopped working completely , leaving our home unsecured for over five months . From November 2021 until April 2022 , we where unsuccessful through multiple calls , complaints and emails to have someone come fix the door. Finally someone came to inspect and the original install was done incorrectly . The team came out to fix their mistake and spent 2 hours complaining and how it was our fault. Then not even a two week slater there was a massive rain storm , we cleaned gutter the next day and one found one of our windows leaked . Called Anderson again to come out and found out another improper install. The cost of this project is well over $12k. We have spent time and time again trying to get help to fix the door as we have kids and dogs and unable to keep our home secure and no one cared. We are here now a year later with still having issues and not even an apology for bad craftsman ship, absolutely the worst customer service we have ever experienced! We have been out not only feeling safe in our home but money time and time again , due to having to take off of work to try and get this issue resolved and spend days off in order too ok behave then fix mistakes that should have never been made.

  

  Business Response

  Date: 08/17/2022

  Mrs. ******,

   

  We apologize for the experience that you have had thus far.  I understand you have previously been in communication with our Service Manager **** ******** via phone and email and our Senior Production Manager ********** **** 

  was present during your most recent install to discuss your concerns in terms of workmanship.  We intend to stand by our product and our installation, and to that end, our Field Service Manager ***** ****** will be out to reset the

  window and rectify any issues on Wednesday, 8/31 @ 9 AM so your project can be completed to your satisfaction.

   

  Best regards,

  Jason R. F****

  Director of Customer Relations

  RbA of Colorado

  [email protected]

  Customer Answer

  Date: 08/17/2022

  
  Complaint: ********
  
  I am rejecting this response due to ongoing issues.  Nothing has been done to make the time off of work I am constantly having to take off due to poor workmanship and horrible communication. We still have yet to get an “I am sorry” . We lived and felt unsafe in our home for several months . Due to the fact that no one at Anderson communicated with us.  We where told 2 weeks and 5 months later is when it was finally fixed.  After numerous calls and emails. While ***** is great. We have yet to hear anything back from management since March 2022! Worst experience of my life. Worst customer service. 
    Horrible instal and craftsmanship. We have had now a door and one window fail ! 
  

  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:08/04/2022

  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.

  I got 4 security doors installed less than four years ago which cost me over $25,000.00. I had to call Renewal out two different times, within the first two years of installation, because the way the doors were installed was not compatible with every day use. Renewal sent out an adjuster and he totally agreed with my opinion that the doors were not properly installed. Renewal then sent out the same crew that originally installed them to take care of the problem and of course that crew thought the doors were "OK". They did very little work on the doors and left. NOW...my french doors (for no apparent reason) are "dragging" and don't close properly. And then the door handle just fell off when I was closing the door. There are only 3 adults that live here and not a lot of **** and tare on these doors. I paid a heavy price for these doors because I thought the company was reputable, but I have been very disappointed and want people to know about my experience!!

  

  Business Response

  Date: 08/04/2022

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

   

  Our apologies for the issues you have been having with your French doors.  We will continue to stand behind our product andworkmanship as per the terms of your ************************ of our

  senior service technicians is scheduled to come out to your home to address your issues next Wednesday (8/10) @ 2PM and they have been advised of your handleset concern as well so they can

  take care of everything at once. If you have any other concerns that come up before our visit, please contact our service department at ************.

   

  Best regards,

   

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

  Director of Customer Relations

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

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

   

   

  Customer Answer

  Date: 08/05/2022

   
  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 will see how the problem is taken care of, concerning my doors,then discuss any charges they might accrue.
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/27/2022

  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.

  Andersen Windows has had $5,449.00 of my deposit money since October 11, 2021. The final balance of $10,901.00 was paid February 23,2022. How many visits and how much time does it take to get this right? $16,350.00 in windows and my bubble-wrapped old windows and strong metal individual screens were better?! Better insulation, safe, and with no insects coming in. I have been a prisoner in my own home since, unable to open my bedroom windows more than just enough to allow my swamp cooler to work properly.It took 3 visits just to get everything installed that should have been completed in one. Service #1 February 21, wrong type of bathroom window was blamed on the factory (Renewal) and had to be reordered. Also 1 bedroom screen was missing. Visit 2 was to install the missing window and screen. Screen was available yet not loaded on truck. Finally installed April 19. Identified insect problem - with the windows closed and locked. Windows claimed to be superior to any other companys had to be stuffed with bubble wrap in the crevices to keep flies and wasps out. I also identified the inferior and dangerous CHEAP screen design.Why would one large screen be attached over 2 glass sliders?. Of course, its going to balloon out in the middle. This makes it very dangerous for someone with pets. It also allows copious amounts of insects in. July 12, condescending, argumentative, project manager visited, making my valid complaints seem my imagination. Agreed to put in 2 screens in main bedroom window. No action since. Front window repaired July 21 appears to be fixed. Slider each side, middle is fixed. although inferior to former screens, the screens are OK.' Bathroom window isn't used so screen is acceptable. Other than a phone call following up with the repair, no action has been taken. I want screens taken care of immediately, or a refund so I can have custom screens created elsewhere.

  

  Business Response

  Date: 08/01/2022

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

   

  We have reordered the dual Truscene screens for you as well as replacement of the bowed screens to address your concerns.  A text updating you was sent to the number on file *************) on Friday, July 29th.  If this is a land

  line that does not recive texts, please let us know as once we confirm receipt of your screens, we typically send the request to confirm a service date as well as reminders via text.

   

  After speaking with our service team, we do have a tentative delivery date and would like to get a service technician out on Thursday, August 18th at 3:30 PM to install the new screens.  Please let us know if this ************* works for

  you by contacting our service department at ************.

   

  Best regards,

   

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

  Director of Customer Relations

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

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

  Customer Answer

  Date: 08/18/2022

  Dear ***********, although a very professional technician showed up today, keeping the ******** Windows appointment, he was not equipped - to no fault of his - with the materials to change the 2 west bedroom windows to either individual screens or clamps. This STILL needs to be taken care of. I am satisfied with all windows now, except those 2. Thank you for keeping this open. 
  

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

  
  

  Customer Answer

  Date: 08/26/2022

  this is what I received today from Renewal  - and my simple reply. Thankyou.
  ***********************************
  This is NOT acceptable. I was NEVER advised of any options with screens. Not only that, does it truly take Renewal SEVEN visits to get things right? 
  
  ________________________________________
  From: "*********************" <******************************************************>
  To: "dianfloer" <***************>
  Sent: Thursday, August 25, 2022 2:26:50 PM
  Subject: Renewal by Andersen Quote
  
  Hello,
   
  Here is the quote for parts/labor requested. Please review for accuracy as once a payment has been made, this will signify agreement of what repairs are to be done.  The next steps to complete your process are as follows:
  1. For non-warranty items, payment is required with a signed copy of the quote before we can move forward in any manner.
  2. Once payment is received, necessary product will be ordered.
  3. After we receive a delivery date for the product, we will call to get you scheduled for repairs.
   
  The quote is good for 30 days from today. Once a payment has been made and product ordered, it cannot be canceled or refunded.
   
  To make a payment there are 2 options:
  1. Call the office at ************ with a debit/credit card payment over the phone.
  2. Send a check made out to Renewal by Andersen to the office, address is on the invoice attached.  Please write ************* on the envelope.
   
  If you have any other questions, please give us a call.
   
  Thank you,
  Renewal by Andersen of Colorado
  ******* Department
   
  1401 ************.
  Denver CO 80223
   
   
  *********************
  Senior ******************** ******* Department
  

  
  

• Initial Complaint

  Date:07/17/2022

  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.

  I had my upstairs windows replaced by Renewal and was entirely happy with the windows and workmanship, I decided to have the lower level of my homes windows replaces as well in addition to my two entry doors. The caulking around the lower level is quite messy and of sticky consistency. This holds onto dirt and bugs. The upper level caulking does not look or act the same. My doors were ordered April of 2021 and on back order but with Covid I understand. The doors arrived and Renewal installed and we found the door ordered was not of correct size and and installer had to build up the threshold to make the door work which created a really awkward step into the house for me, ( I am 88) I let them know that was not acceptable and they did reorder the doors and installed them October of 2021 which on first appearance was fine. The threshold was correct this time. The problem is the operation of the doors are not correct. I found I could not lock and unlock the door without great force. I had to kick the door to get it shut to engage/disengage the lock and door closure. One of the doors shows daylight through a crack at closure without the kick. The caulking at the threshold you are able to look down and see daylight as well. I had reached back out to them and in May of 2022 they came and looked and said they had to order some hardware. I have yet to have had any follow-up from them. I tried to call and the machine said they were not taking calls or making appointments. I have paid premium dollars and expect the premium quality and workmanship that Renewal boasts.

  

  Business Response

  Date: 07/18/2022

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

   

  Our apologies for the confusion.  We have reached out nine times since 6/10 with different dates to schedule and confirm this service appointment, however all of these requests have been sent via text, which is not the preferred

  contact method of some customers. After the first attempt, we should have simply picked up the phone and this would have been resolved already for you.  Again, we apologize for the lack of tangible communication.  That said, we do

  have it set for 7/27 @ 12 PM right now if that ************* works for you.  A member of our service team will be calling the number we have on file as well to confirm with you directly today (7/18).

   

  Best regards,

   

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

  Director of Customer Relations

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

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

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

• Initial Complaint

  Date:06/06/2022

  Type:Delivery 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 ordered a back sliding door back in September 2021 for over $8,000.00. It was not installed until May 2nd, 2022. When they installed it they could not get it to close properly and lock. We have to put boards in the door to keep it closed and semi-secured. This is my 91 year old mother's home and she has not been able to sleep at night worrying that someone could easily break in with an unlocked back door. They said they had to order a part. They never return my calls when I call them for resolution. We also ordered and paid for a foot lock when we ordered the door. They informed us that the foot lock would not work on our door and that price would be refunded. As of today we have not received our refund.Thank You, ************************* (daughter of *************************)

  

  Business Response

  Date: 06/10/2022

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

   

  We apologize for the issues concerning your mother's project.  Though we have reordered the lock and receiver set with an original delivery date of mid-July, we were able to source one from one of our remote warehouses and would

  like to send our ************* Manager *********************** out on Wednesday, June 15th at 1:30 PM to get that replaced for her.  We will also follow up via phone to attempt to confirm, or you can do so by calling ************.  In addition,

  our accounting department has sent the refund check for the $67.00 your mother was charged for the foot lock, which should be received in **** business days.  As you were made aware, foot locks are not compatible with that door and

  are unnecessary with the triple point locking system that door employs once it's fixed.  Our apologies again about that product misinformation at point of sale.  If you have any futher concerns, please do not hesitate to reach out to me

  directly.

   

  Best regards,

   

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

  Director of Customer Relations

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

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

  Customer Answer

  Date: 06/10/2022

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