Complaints

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

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• 

  Renewal by Andersen Midwest

  801 Congressional Blvd Ste 500 Carmel, IN 46032-5900

  
• 

  Renewal By Andersen Of Chattanooga

  4295 Cromwell Rd STE102 Chattanooga, TN 37421

  
• 

  Renewal by Andersen of Knoxville

  1828 Midpark Rd Ste G Knoxville, TN 37921

  
• 

  Renewal by Andersen of Nashville

  2922 Brick Church Pike Nashville, TN 37207

  
• 

  Renewal By Andersen

  200 Edison Dr Middletown, OH 45044

  

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:12/05/2023

  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.

  In August 2023 we had Renewal by ******** out to our home to give us quotes on new windows for one wall in one room. They quoted us 18k for the windows. They requested 50% down which we paid and said that the installation would be that fall. In September they sent a followup person out for measurements who claimed several things were wrong with the quote and said we had to pay an additional 1K in adjustments (also apparently there were a lot of errors in the original order on color, grids, etc.), so they did NOT honor the original contract price. I'd also requested on all occasions that the window grids arrive ahead of time so I could stain them to match the room and that I be the contact person for all communication. They kept calling just my husband despite my and his request. On Oct 27 with no notice to me the windows arrived for installation (grids were not delivered ahead of time for staining as repeatedly requested) and they were terrible quality, I stopped installation contacted the sales person sent photos that this was NOT what I was expecting for almost 20k (see pics below). The windows had giant seams where connected and weren't even aligned at connection points. The quality was very bad. Also grids were missing (as well as hadn't been delivered ahead of time like requested). The installation crew and sales person also agreed the quality was well below what was normal. The sales person said they would fix the issue and recontact me. After waiting over a month Nov 27 I contacted him, he had no idea status. I waited another week and told him I wanted to cancel the order. Due to lack of communication, poor quality, and not honoring original price. He said we'd have to pay over 5k to cancel the order despite there being so many issues from Renewal by ********. I'm extremely disappointed by their communication, business practices, and quality of product and wouldn't recommend them to anyone. ******** is supposed to mean quality, in our experience it doesn't.

  

  Business Response

  Date: 12/11/2023

  We have made contact with ********. She is debating on proceeding with the job or canceling. We have sent her the information regarding cancelling, as well as discussed that if she proceeds with the job, we will drop off the trim prior and get her scheduled for a December installation date. We are awaiting her response. 

• Initial Complaint

  Date:11/21/2023

  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.

  We had windows installed by Renewal by ********, they knew that in 6-8 months we would be getting new siding so they didn't complete the job, left the windows in a position of which water would enter the house. My step-father is a construction worker and said we need to get them back out so our house so that it does not get damaged, they came back out and added flashing to the windows but still did not waterproof them, the company came back out to look at it and agreed with my step-father that they still weren't water proofed. They then took off roughly $1,000 because my step-father worked to waterproof them. Then later we experienced quite a bit of water coming through one of the windows. We called the company back out and they acknowledged it was due to the way the flashing was installed and that it was their error and they would fix it. We also had another window that needed a part replacement. They booked an appointment for the part replacement and acted as if this was also for the window leak but when they came out to replace the part, they said they didn't have anything down to fix the window leak, this was 3 weeks later. Now they are trying to say that we installed the flashing and we didn't, they did the second time they came out. They deny that they did it, which is frustrating because they have to have a work order that proves they did it. The communication has been horrible, several times we have experienced significant delays in relaying information back to us, often with the same excuse of "dropping phone in water". We have consistently had to follow up to get any response and have been dealing with the window leak now for at minimum 6 weeks. All we want is for our windows to not leak and for them to honor their warranty. We have text messages to prove how often we reached out and how often we received a response and what those responses were, if needed.

  

  Business Response

  Date: 11/22/2023

  We have connected with Mr. ***** and have set up an appointment with a Project Manger and installer along with the General Manager onsite for Friday, December 1st. During this time, we will be doing an in-depth evaluation of where the water is coming from and make any necessary repairs that are needed.

• Initial Complaint

  Date:10/16/2023

  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 ordered 2 custom window replacements on 6/23/2023 to match my original Andersen Windows A sales representative ********************* and I met and was promised they would be as close to my original windows as possible.He informed me they resold Andersen windows and would order them and install them to fit.He measured them and wound have them installed in October.Upon completion of the window installation I was displeased immediately with the window measurements, about 6 inches shorter than the window frame with both inside and outside trim placed to disclose the obvious gaps on incorrectly measured windows.I contact them in hopes of resolving this issue and met some resistance on my expectations.I from the beginning was very clear on what I wanted. If the sales representative would have taken the time to measure correctly on our original appointment this would not have been an issue.Full frame window replacement were an option upon further discussions, something I was not informed of on our original appointment at a price difference of $600 after meeting with ********************* on October 13, 2023.Our subsequent communications further dissatisfied me that it would be a significant loss to them and the lowest they could replace/reorder my windows was for an additional $1,675, above my original $5,200 investment.I would like the windows to be remeasured and replaced. I want what I was promised that they would be full frame windows. I as a customer feel I was not fully informed of my options, measurements, or expectation were not adequately communicated on what they would deliver.

  

  Business Response

  Date: 10/17/2023

  Our management team spoke with ************************** and we are going to reorder the windows as full framed at no cost to him. He is satisfied with the resolution.

• Initial Complaint

  Date:10/04/2023

  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.

  Who do I need to complain to? We have spent almost 6 figures with this company and they've had to come out at least 5 times for the same window. We have called and called and they don't seem to take us seriously. We shouldn't be having these problems.Bay window has not closed properly since installing in Jan 2022

  

  Business Response

  Date: 10/09/2023

  The team has spoken with ****************** and have agreed to compensation due to the ongoing issues. She has been given direct contact information to our management team, We are waiting on a ship date for the frame that needed to be reordered and our service team is staying in high communication to get their project completed. 

• Initial Complaint

  Date:09/22/2023

  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 am writing to file a formal complaint against Renewal by Andersen, a company specializing in window and door replacements. My complaint pertains to their sales practices, which I find to be predatory, as well as incessant and unwanted solicitations.I initiated contact with Renewal by Andersen in 2022 to inquire about new windows. Subsequently, a sales representative from the company visited my residence to provide a quote. During this meeting, I was subjected to high-pressure sales tactics e.g., insistence on immediate decision-making, 90+ minute presentations, misleading discounts, etc. This experience left me feeling coerced and uncomfortable.Furthermore, since the initial consultation, I have received numerous unsolicited communications from the company. These include a salesperson physically visiting my residence today although I clearly have all brand new windows (from Pella - highly recommended) which I find invasive and contrary to responsible business conduct.I addressed my initial concerns directly with Renewal by Andersen's customer service. Yet a door to door salesperson still visited my home. As a concerned consumer, I believe it is imperative for prospective customers to be aware of these issues. Renewal by Andersen's practices not only erode consumer trust but also undermine the integrity of the home improvement industry as a whole.I kindly request the Better Business Bureau to investigate this matter promptly. I am seeking the following resolutions:-Immediate cessation of all unsolicited communications to my address, email, and phone number.-A review and possible revision of Renewal by Andersen's sales practices to align with ethical business conduct.Thank you for your time and consideration. I look forward to your prompt response.

  

  Business Response

  Date: 09/22/2023

  We are so sorry for the disturbance. We will make sure to place ****************** on our Do Not Mail/ Do Not Email/ Do Not Call & Do Not Knock lists. Please allow @10-12 working days to be completely scrubbed from our email system. When it comes to mailings, we 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 he is receiving them as inserts, he can reach out to the specific bulk sender or the ***** My apologies again and we look forward to resolving this issue. 

• Initial Complaint

  Date:09/06/2023

  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.

  The sales person told me the credit check was a soft pull. He stated that they used green sky financing. Well it was not a soft pull and it hit my credit multiple times. This is illegal. I purposely asked him multiple times because it seemed like it was wrong. But he stood by that same point.

  Customer Answer

  Date: 09/06/2023

  Hello,
  Thank you for your response. This is the address: ******************************************************************************
  The manager called me to apologize for the sales person and if you need his number it is: ************.
  
  Thank you
  *****

  

  Business Response

  Date: 09/11/2023

  Unfortunately, we are unable to reverse the credit check. We will be contacting ************** stating this information. Our Director of Sales has made sure the sales representative is fully aware of our processes to realign conversations with customers around credit checks. 

• Initial Complaint

  Date:08/31/2023

  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.

  April 29th we had a sales rep from Renewal by Andersen come to our house. We signed a contract that night for 12 windows and a door. The sales rep read us a statement that we would have 72 hours to cancel the contract. We had concerns about our decision and the sales rep came back out on the 30th and we made design changes. I let him know at this point that I was considering canceling the contract but I hadn't spoken with my husband. Today we decided to cancel the contract and do more research. I called Renewal by Andersen at 15:35 and spoke with ***************************** on a recorded line. He would cancel the contract for us and I would receive a phone call. I asked for an address to send a cancelation letter too. He stated that he already took care of it and didn't provide me with an address. I spoke with my sales rep ***** and let him know that we were cancelling. Around 16:18 I sent an email to the sales rep that we were cancelling the contract that he didn't confirm. Neither the sales rep nor the main office will provide me with an address or a fax number to send the cancellation notice too. I called back this evening and spoke with *************************. She also confirmed that they received the request to cancel, but that I would need to speak with their finance department. She stated that I cannot call the finance department, and that I need to follow the process when they contact me, nor does she have an address for mailing a letter. She stated she doesn't have a phone number and I need to wait to be contacted. I send the cancelation letter by ***** tonight, time stamped at 18:53. It will be sent to the 801 ******************. ** ******, ** for Renewal by Andersen Replacement Windows to be delivered tomorrow morning. I find the process to cancel unacceptable. I googled an email address for the finance company and send an email stating we are cancelling. We just want to cancel. Why does the company not have to provide contact info how to cancel a contract (website) ?

  

  Business Response

  Date: 09/01/2023

  The job has been cancelled per customers request. Our team will also be reaching out to Ms. ********** to verify this with her.

  Customer Answer

  Date: 09/07/2023

  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:07/29/2023

  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.

  October 2021- We purchased 7 windows by Renewal by ********. Since then we have had them come out to fix the same window 4 times for the same issue. The window is letting in water and snow. The first man that come out to assess problem stated it was "probably due to the window not being closed all the way." I told him due to it being cold out that the window has not been open since it was installed. He then put "bead of caulk" in the top of the window outside. Soon after we noticed rain/snow still coming in. I called business again. Same man came out to assess. He again stated that window was "probably not closed all the way." Again I told him that it is cold out and we had not opened the window since he left the last time. He put a "bead of caulk" on the sides of the window outside. Soon after we noticed rain/snow coming in again. I called business and complained of how many times I've been calling about the same issue. A different man came out to assess. This man stated that all the windows were installed "incorrectly" and he didn't know how this could have happened. He said this was why it had been leaking and we probably only noticed it except in the one window because it was facing west. He stated he would need a team with him to correct the problem on all the windows. He scheduled a time to come back. Unfortunately soon after rain was coming in again. I called again. A different man came and removed the molding around the window and noticed there was not *********" around the window. He put "foam" around the window and stated he was going to have the original team that installed the windows come back and put foam around all of them. I told him I was going to write BBB. Several men came out stating they were the original team that installed the windows and came with their manager. They installed the foam and "severe weather package". A man asked me not to write BBB and wanted me to sign a blank job completed form. Again today 7/29/23 the window is leaking.

  

  Business Response

  Date: 07/31/2023

  The team spoke with ****************** and we have an appointment scheduled for this Friday, 8/4 to do an assessment and get all the issues fixed same day. ****** is satisfied with the resolution and has our contact information for anything moving forward.

  Customer Answer

  Date: 08/01/2023

  Company has contacted me regarding complaint and has a plan in place to fix the window, however I've been told this 4 times in the past regarding same window, so I am reluctant to believe them. I have lost trust in this company. Until I see proof that it is fixed by keeping out rain, I do not feel comfortable blindly believing it will be fixed until see it is actually is fixed. So at this time I neither accept or reject offer to resolve complaint. 

  Customer Answer

  Date: 08/01/2023

  I've received communication with company and they have a plan in place to fix window. However I am reluctant to accept or reject this response because I've been told this before 4x. I do not feel comfortable blindly believing it will be fixed until I see proof it actually is fixed by not letting rain in. 

  Customer Answer

  Date: 08/07/2023

  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. 

  Complaint has been resolved.
  

   Regards,
  

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

• Initial Complaint

  Date:07/20/2023

  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.

  I purchased windows in April 2023 and was promised installation on July 19 and July 20, 2023. Two representatives examined the windows to be replaced in April before installation was scheduled. On July 19 the installer discovered inadequacies with the assessment these reps had provided and brought in a ************* rep to confirm earlier assessments. Work on four windows was partially completed. Andersen stated a second larger team would return on July 20 to complete the work. As of today, July 20, Andersen informs us that the work will not be completed today and that they do not yet know when they will return to finish installation. Having moved furniture to accommodate installation, I am left with a home in disarray, cannot use my garage, and my homes exterior is partially dismantled. My wife is missing work and I am incurring ongoing additional costs and damages. I want the job finished and financial compensation.

  

  Business Response

  Date: 07/21/2023

  As you can see from the pictures attached, the customers home is in an unsafe mold condition. The severity was discovered when we were out there on 7/19 to begin the installation. While the installers were on site, they had to remove themselves due to experiencing side effects/sickness because of the mold. To provide a safe work environment, we are providing the appropriate PPE, which was communicated to the homeowner. As far as the compensation request, we are providing trim at no cost and have them scheduled for this weekend, 7/22 and 7/23 (if needed), to ensure the installation is completed in a timely manner.

  Customer Answer

  Date: 08/03/2023

  1.  Though you state the complaint is closed, i never received a request to respond to Andersen. This is the first time I have had the opportunity. I do not believe the complaint should be considered closed. 
  

  2.  The contractors who completed the work did not require any masks or protective gear as Andersen claimed in their response to me by phone. No one ever wore masks.  
  

  3.  The contractor who completed the work had to redo the work done by the initial contractor. 
  

  4.  The contractor who completed the work stated that Andersen in southwest **** does a poor job of matching contractors to jobs and complained of their use of prima ***** contractors who refuse to tackle more extensive work. 
  

  5.  The initial contractor who alleged the presence of mold and alleged health concerns had been willing to do additional work on the windows if I paid him. This belies the notion of health concerns. 
  

  6.  Andersen promised additional financial consideration in addition to framing the windows. No such compensation has been forthcoming. 
  

  7.  I would not regard this matter as resolved until Andersen explains why additional financial consideration was promised but not given. 

  

  Business Response

  Date: 08/04/2023

  Everything was completely taken care of on the weekend appointment, 7/22. As stated previously, before we could return to complete installation, we had to make sure the installer that was going back out was fully equipped with PPE. No financial compensation was promised due to completely covering the trim to ensure all his windows looked great and to go above and beyond for ******************. Everything has been completed.

  Customer Answer

  Date: 08/09/2023

  Andersens Indiana office agreed today to provide additional nominal financial consideration. At this time I believe Andersen has fulfilled its promises and completed all work to my satisfaction. As far as I am concerned, the complain has been resolved satisfactorily. 

  Customer Answer

  Date: 08/10/2023

  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:07/19/2023

  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.

  On Feb 11, 2023, my wife and I signed an agreement document to buy a new door with a storm and screen included for our home in **************. The Renewal By Andersen sales representative was ***********************. Installation was completed on 19 July 2022 with a full guarantee in our agreement (copy available enclosed) that all materials and workmanship were covered for a full 12 months after installation was completed. A screen door and storm door were provided with the order. After we removed the screen door in the Fall of ********************* my garage, we discovered this Spring (2023) that the screen had pulled away from the metal frame on the door. We called a Renewal By Andersen representative who indicated that the materials and repair were covered, but I needed to call the service center to get the work done. On 26 June 2023, we contacted Renewal By Andersen's service center at ************ and discussed the problem with a representative named ******. After numerous phone calls, ****** promised to bring this issue to the attention of her service manager. We received a return call that indicated that the warranty for the screen repairs was only covered for the first 180 days after installation, contrary to the installer's comments and the original representative's comments, as well as our agreement. Further discussions led to an offer by the service center manager to make repairs for $200. When we offered to bring the screen door to their repair center to lower the cost to us, a counter-offer of $150 was provided. Even with this offer we felt it was higher than should be expected so we tried to negotiate further, but the Renewal By Andersen service center refused to negotiate further. We discovered after a few additional phone calls and research that the screen could be repaired for approximately $50. A local Ace Hardware store in ******* ** replaced the screen door repair - total cost $34. Request our repair cost by refunded by the Renewal By Andersen.

  

  Business Response

  Date: 07/20/2023

  The management team has reached out to Mr. ******* and have resolved this issue to his satisfaction. Thank you. 

  Customer Answer

  Date: 07/20/2023

  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,

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