Business Profile

Windows

Renewal by Andersen Midwest

Headquarters

Complaints

This profile includes complaints for Renewal by Andersen Midwest's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

43 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

If you've experienced an issue

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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:04/10/2025
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 went with Renewal by Andersen to replace my two gliding doors and the front door . The sales person promised me top quality product and installation. One of the gliding doors was defective . It had manufacturing defects and poor quality. I have been working with the team from the day it was installed . They want to call it a service and repair it rather than replacing the whole defective door. They want to tear down the brand new door, replace the defective components and reinstall it. I paid 10 k for one door with a hope for a good quality product as they presented . There are several cheaper options for ******** doors. I went with Renewal By ******** simply because of their promise of quality . It turned out to be a disaster I called the corporate for both companies. They keep sending me to the local company in ********** , which is hopeless I never had an issue with products where a brand new one being repaired than replaced.
Business Response
Date: 04/15/2025
Our management team is currently working with corporate towards a solution for Mr. ******* concerns.
Customer Answer
Date: 04/16/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

****** Patta

I had a phone call from ****, General Manager for Renewal By ******** Northern Indiana. He offered to replace the door system if I sign the contract that the project is completed before the replacement. That's the condition of replacement..I find it unacceptable. Why would I sign the project completion before completing the project. ? It raises serious questions about their business practice. They installed a faulty door and refusing to replace it.
Business Response
Date: 04/18/2025
We explained to Mr. *********** that we are willing to cover the additional ~$2,500 the door will cost outside of the warranty, but he will need to sign the certificate of completion so we can receive funding for the job from corporate since all units have been installed in his home. He refused this, so we informed him that the only other option is to replace the frame only, as that is what is within warranty. He said that wouldnt work for him and hung up. We have presented multiple options and Mr. ***********has been unwilling to accept either. Both options are still available to him.
Initial Complaint
Date:03/16/2025
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.
In October of 2023 an Andersen Window salesperson came to house for assessment of 2 cold rooms of 1 end of house containing 7 windows. Complaint was kitchen/ family room end of house in sub 20 degree weather is at least 5 or 6 degrees colder than other end of house, up to 10 degrees in 0 degrees. Salesperson recommended replacing the seven windows without any diagnosis with cost of more than $ *********. After installation cold conditions at kitchen/family room end of house didnt change at all. Representatives of company offer no resolution.
Business Response
Date: 03/17/2025
Our senior operations leaders have reviewed this matter thoroughly and have actively worked with the customer to identify the root cause of the temperature discrepancy. During our investigation, we discovered that the homes construction lacks sheeting beneath the siding, relying instead on thin insulation. This significantly decreases the effectiveness of any window in maintaining consistent temperatures and limits the potential impact of even the highest-quality windows.

We want to assure Mr. ***** that our windows were installed correctly and are performing as intended within the constraints of the home's construction. While we empathize with the situation, we are unable to offer compensation or additional products, as our windows are functioning as designed.
Customer Answer
Date: 03/24/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
Sent from my iPhone acknowledgment from Andersen windows does not address misdiagnosis of problem with heat loss in area of home, kitchen/ family room. Sales person without diagnostic equipment to measure areas of heat loss arbitrarily condemned 7 windows as faulty. Multiple times I attempted to get technicians to visit house in the sub 20 degree temperatures where to problem was very evident & no one ever came out, the replacement windows made no difference whatsoever in heat loss concerns

Regards,

****** T *****

Business Response
Date: 03/24/2025
We understand the customers frustration; however, our team has done everything possible to address their concerns, including making multiple visits and showing them the specific issues with the homes construction. The windows we installed are working as expected and meet our high standards. There is unfortunately nothing further we can do for the customer at this time."
Customer Answer
Date: 03/26/2025
Andersen window company needs to explain why 7 windows were replaced without valid information to show they would resolve heat loss complaint
Customer Answer
Date: 03/27/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
Andersen window company needs to explain why 7 windows were replaced without valid information to show they would resolve heat loss complaint

Regards,

****** T *****

Business Response
Date: 03/27/2025
When recommending window replacement, our salesperson was focused on improving the energy efficiency of the home and addressing the concerns raised. In homes built with proper construction components such as sheeting beneath the siding, the replacement windows would have achieved the desired impacts. As mentioned, our post installation findings revealed broader construction related factors that limit the windows ability to function optimally in the homes current condition. Once again, we stand by the quality of our windows and their proper installation.
Customer Answer
Date: 03/28/2025
In response to last message, the quality or the companys product & installation is not in question, the product & workmanship is very good, the problem lies with the companys policy on assessing & informing me the customer what the expectations with new **********************. The sales individual did a good job explaining the benefits of their product but did little to explore (with available tools) of heat loss concern, which is the focus of having him there, he said I could expect significant reductions in heat loss, nothing is different
Customer Answer
Date: 03/31/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
In response to last message, the quality or the companys product & installation is not in question, the product & workmanship is very good, the problem lies with the companys policy on assessing & informing me the customer what the expectations with new **********************. The sales individual did a good job explaining the benefits of their product but did little to explore (with available tools) of heat loss concern, which is the focus of having him there, he said I could expect significant reductions in heat loss, nothing is different

Regards,

****** T *****

Customer Answer
Date: 04/01/2025
Final comment, its apparent from Andersen window company that they condone the culture of sales over customer satisfaction or sales representatives practice sales regardless of customers true needs
Initial Complaint
Date:02/19/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am not a Renewal By Andersen customer, but I want this particular local business chapter to be aware that their selling practices are rude, pushy, and don't follow posted 'No Soliciting' signage. Our house has a No Soliciting sign on the door. Which, when I heard a doorbell out of the blue, I was surprised to see a Renewal By Andersen salesperson on my front stoop. Surely he saw it. I quickly pointed to my sign. Told him we JUST put in new windows (which we have) and then he STILL proceeded to tell me that he wasn't SELLING, that he was OFFERING a free service of a window and door inspection. (That will lead to him selling me something.). Again, I told him we are not buying anything and closed the door in his face. I work from home. This felt like an invasion. Please do better ***. It's 2025. Surely you don't need to rely on pushy door to door tactics like these. And also ignoring signs on our houses. Thank you.
Business Response
Date: 02/19/2025
Thank you for bringing this to our attention. We sincerely apologize for the disturbance. We take Ms. Gonsoulins concerns very seriously and will be reviewing the matter with our team to ensure that all our canvassers follow the rules and regulations set forth by our company and obey any local restrictions. Additionally, we will place her address on our Do Not Solicit list to prevent any future visits. We appreciate her feedback and will work diligently to improve our practices. Thank you.
Customer Answer
Date: 02/21/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
**** *********
Initial Complaint
Date:02/08/2025
Type:Customer Service 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.
Over the past year/year and a half, I have received mailings in my mailbox from this company. I have asked this company to quit sending me mail advertising their service/product. I am not, and never will be, interested in what they are selling. I do not want anymore mail to sent to my address!
Business Response
Date: 02/09/2025
We apologize for the disturbance. Our marketing team will look into this to verify that the address is currently added to Our Do Not Mail list, and if not we will add it immediately. Direct mailings can be set up to 90 days in advance so please allow for this. Please note that we do not control any mailings that are included as inserts in a community publication. If they are being received as inserts, they will need to reach out to the specific bulk sender or the ****. Our apologies again.
Business Response
Date: 02/12/2025
We apologize for the disturbance. Our marketing team will look into this to verify that the address is currently added to Our Do Not Mail list, and if not we will add it immediately. Direct mailings can be set up to 90 days in advance so please allow for this. Please note that we do not control any mailings that are included as inserts in a community publication. If they are being received as inserts, they will need to reach out to the specific bulk sender or the ****. Our apologies again.
Initial Complaint
Date:01/15/2025
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.
On Dec 31, 2024 a Renewal by Andersen utility truck was driving through my townhome develpment. A tire blew and the truck hit the back of my pickup truck. The driver of Renewal by Andersen truck kept driving and stopped right at the exit of the townhome develpment and changed the tire on his truck. One of my neighbors confronted him about this hit and run. The person or Renewal by Andersen never contacted me. He did come back and take a couple pictures but that is all I ever heard. I spoke with the regional manager via email who told me the person driving the truck reported no issues that day. The regional manager confirmed the utility truck in the photo was a Renewal by Andersen truck. I provided pictures of the damage and a picture of the utility truck. I have a witness who could back me up. Besides just saying the guy driving the truck said nothing happened, there was no future follow up. I asked about if the vehicle had damage or red paint on the truck as my truck is red. There was no response. It is very disappointing.
Business Response
Date: 01/17/2025
This situation has turned into a police matter. We are fully cooperating with their investigation.
Customer Answer
Date: 01/17/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear
There is no mention of their insurance covering this. I notified Andersen that I already reported the incident to the police and proved them with the incident number. In addition, the police department informed me as it occurred on private property, the police dont get involved.

Regards,

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

Business Response
Date: 01/21/2025
If Mr. ******* believes we damaged his vehicle, he will need to file a claim with his insurance company who can contact our insurance company. The insurance investigators can then determine who is at fault. Thank you.
Customer Answer
Date: 01/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
****** *******
Initial Complaint
Date:01/10/2025
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 recently purchased a door and window. The financial information I provided is now public knowledge. They do not abide by confidentiality laws. The damage has been done. A lot of people know my financial situation. Please let all future propects what they are in for.
Business Response
Date: 01/15/2025
Renewal by Andersen is not responsible for the handling of financial information, as this is managed by third parties. Attached, you will find a copy of the lender's policy regarding the handling of private information, which was part of the contract signed by Mr. **** We have temporarily excluded his signature to prevent the sharing of any potentially personal information. However, we can provide the complete contract, including the signature, if necessary. To the best of ***'s knowledge, all privacy agreements between Mr. *** and the third-party lender have been adhered to.
Initial Complaint
Date:11/26/2024
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 had a man come to my house to sale me windows gave me all this c*** about how good they where and how good their work was told me they would not open my whole house would do window by window but they did open my whole house came did damage to my house that I had to pay to fix put in the windows with screens that was damaged order parts that they said they had put didnt had to wait for parts to come in some parts did and others didnt so I had to use the old parts from the old windows they ordered them took a long time for them to come in and when they did come in not all of the parts came in had to wait even longer this was a total mess with this come so many lies was told to me said the job this would be done in 1 to 1 &#***; days took months to complete the job this whole thing with this company is a big mess nothing about this company is very bad this company tried to pay me not to report them to BBB and also have paper work.
Business Response
Date: 11/27/2024
Our management team spoke with Mr. ****** this morning. We talked through his experience answered his questions and provided compensation. He has one of our managers direct information so anything he needs, he can contact them directly. He also requested to be put on our do not call and not mail list, so we will make sure that gets done. He did confirm that his project is complete with no outstanding issues, and we assured him that if he needs warrantable service in the future, we will rectify the outstanding issues.
Initial Complaint
Date:06/17/2024
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.
On November 30, 2023 we had our front door replaced which included a tinted storm door. There are two issues I need to address, as followed:Issue 1: A few hours after the installers left we found the storm door would not latch correctly. We scheduled for a technician to come out and look at it. On December 04, 2023 the technician came out to make some adjustments. Those adjustments lasted a few weeks before it wouldnt latch again. Since then, weve had a two additional technicians come make adjustments. Those adjustments would only last for a few days before it came unaligned and will not latch unless as manually lift up on the door and pull it closed. Issue 2: We ordered tint for our storm door due to the afternoon sun shining through it which is intense in the summer. We cannot tell if this door is tinted. We recall during our sales appointment that it would give off a hue which we do not see. We stood back and compared this glass to other untinted windows facing the same direction and cannot tell a difference.I reached out to ******** and it took multiple phone calls over the course of a month to finally speak to a sales manager. I unfortunately dont recall his name, but the manager said he would speak to the manufacturer to verify we received what we paid for and would bring tint samples out to compare our glass to those samples. This was approximately 2 months ago and I havent heard anything from anyone at ******** since. Every few weeks I call and speak to **************** who said they would send the Manager an email and we should hear back on 3-5 days. To this day, Ive heard absolutely nothing. I called today, June 17, ****************************************************** on hold to see if she could reach a sales manager and then apologized saying she couldnt get a hold of anyone but would personally keep trying. She took my info and the call ended.I dont know what else to do to get this resolved, so here I am.
Business Response
Date: 06/19/2024
Our team went out to the Thompsons home and verified that the storm door was tinted correctly. They also were able to resolve the latching issue. We asked them to monitor the door over the next few days and reach out to them directly if anything changes. The team will also follow up with ******************** early next week to ensure they are still satisfied.
Customer Answer
Date: 06/20/2024
On June 19, 2024 Renewal by ******** came to my residence and insured us we received the correct tint that we paid for. A tinted sample was also brought out and it resembled what we had installed. I feel this portion of this complaint has been successfully verified. It unfortunately took numerous phone calls to get this verification completed, however, Renewal by ******** apologized for this miscommunication. As for the door not latching, Renewal by ******** made some adjustments to the storm door while they were at my residence and was able to successfully get it to latch before they left. I was provided a phone number to call in case the door malfunctioned again. Within one-hour from the time Renewal by ******** left our residence, we found the door would not latch again. I attempted to close the door multiple times from multiple distances and found the door malfunctioned each time. I contacted the number that was provided and I was informed I would receive a phone call to set up a date for service. On June 20, 2024, I received a phone call from **** (Service Manager) who informed me there was a manufacture issue during the timeframe our door was manufactured. **** advised the issue was something to do with the door materials not being strong enough to support the weight of the door which allowed it to come out of alignment. **** advised a new door will be ordered and will be installed upon completion. **** provided me with his direct contact number and advised he would call me with an installation date once this replacement door arrived.
Customer Answer
Date: 06/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
***************************
Initial Complaint
Date:03/25/2024
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 have sent multiple requests to cease mailing to my address. I have contacted both corporate, and local. It is irrelevant whether it's addressed to me directly, or 'to household', I don't want to see the junk. It's a waste of my time and theirs, producing unnecessary trash, and annoying me. If I want a service, I will contact for it. Harassing me will make me go out of my way to not contact that business. It implies desperation, and if they are desperate, how could I even trust any warranty?I should not have to go out of my way to say leave me alone, but here we are.
Business Response
Date: 03/26/2024
My apologies for the disturbance and I will get ****************** info to the marketing team. They sometimes setup up mailings up to 90 days in advance so please allow for this. We do not control any mailings that are included as inserts in a community publication. If you are receiving them as inserts, you can reach out to the specific bulk sender or the ***** My apologies again.
Initial Complaint
Date:03/18/2024
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.
We bought $21,000.00 worth of their windows and they will not sell us replacement window glass or a complete sash for broken windows for my 98 year old mother's house. We are not claiming any kind of warranty claim.. we are willing to buy the broken glass replacement sash outright. They are requiring us to send documented proof of damage even though we are trying to order replacement parts. We have the serial number off of the **********************. They tell us that they will have to send a serviceman out to get those serial numbers off the windows and will not let us order the replacement parts. They will no even tell us what the parts might cost. Total stonewall to any service at all. The keep repeating our company policy won't allow us to service your account unless you supply us with everything we ask for. over and over and over.
Business Response
Date: 03/25/2024
We have been trying to contact Mr. ******************** ***** but have been unable to connect with him. He can reach ************************* at ************ for a resolution.
Customer Answer
Date: 04/05/2024
The company has answered the BBB complaint I filed..... they have scheduled a resolution date in 3 weeks to install free of charge the broken sashes. I thank you and them for working together to get a really acceptable resolution.. I would like you to keep the file open until the end of April. once they have installed the resolution I will happily remove my complaint. and thank the BBB *******************

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