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:06/22/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband is 82 years old and had 2 strokes: July 2022 and Sept 2022. I am 75 years old. On June 19, 2023, ***************************, a sales rep for Renewal by Andersen, came to our home and stayed for 4 hours. All of the information that he gave ** about purchase and 0% interest loan was verbal information. On his computer, he did apply for the loan in my husband's name and the loan was opened right then. The next morning, we found out that $20,091 was taken from the GreenSky loan in my husband's name. No measurements had been taken, no materials ordered, no work done. Tuesday, June 20th, I called Renewal by Andersen and cancelled the order and asked that the $20,091 be returned. The sales rep was angry and said I did not understand. Two company representatives have called in the last 24 hours. One asked if *************************** answered all our questions. I said yes. Granted we did not know the correct questions to ask. When I asked these representatives if the money had been replaced, neither had any information about that. I have talked to GreenSky this morning, and they said they would contact Renewal by Andersen and request the money be replaced.

  

  Business Response

  Date: 06/23/2023

  A refund was processed on 6/21.  We will follow up with ******************* to confirm it was completed.

  Customer Answer

  Date: 06/23/2023

  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:06/16/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sales person was dishonest about the product and prices, used misleading information to get us to sign a binding contract.

  

  Business Response

  Date: 06/22/2023

  The President of this affiliate has attempted to reach Mr. ******** to apologize for his experience with our sales representative and has left two voicemails for him yesterday and another this morning.  He also has sent him an email with his contact info.  He also spoke directly with the sales rep regarding the appointment. We look forward to discussing this with Mr. ***************** 

  Customer Answer

  Date: 06/24/2023

  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:05/30/2023

  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 recently spoke with a salesman by the name of *********************************** on Tuesday 5/23, to cancel a "$16k" job that my grandparents were signed up for. My grandparents explained to me that ******* started out telling them the cost of the windows would be $8,000. After signing up for a loan, the quote for the windows went up to $16,000. I later found out, they were approved for a $19,704.00 loan with ****% interest making the loan a total of $28,675.20 to pay off. I, contacted and explained to ******* why the job needed to be cancelled. After ******* telling me He would need to speak to my grandparents to Cancel, I explained that I was their financial POA and due to their dementia and confusion, I handle all of their finances and business. He was kind enough, so I thought, to tell me he would cancel. After obtaining my email address, he stated he will send me a cancellation receipt and I should receive it within 24 hours. He lied and I never received that confirmation of cancellation to my email. 5/26, a contractor by the name of *****, whom I attempted to have turn around after explaining I have cancelled the appointment and job, still went out to measure the windows and quoted my grandparents 19k and told them they have a few days to cancel. I left a voicemail with ******* the same day, to return my call because he never Cancelled the job. Furthermore, he sent in a loan request that was approved the same day he spoke with my grandparents about having the windows done but still explained that they could cancel the job. On 5/22, a $9,852.00 payment was made to Renewal by Andersen Windows LLC from the loan account. This type of preying on elders is unacceptable from a supposedly reputable company. I will continue to call, post and report until my cancellation receipt is sent and until this matter is rectified. I would appreciate it if my request to cancel could be met, including cancelling of this loan and the payment that was taken out!

  

  Business Response

  Date: 05/31/2023

  ******************** provided a POA and that the job was cancelled and there is no balance due.

• Initial Complaint

  Date:05/20/2023

  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 had the windows installed on NOV 2017. This sping i noticed mold growing on the window sill where the glass meets the fibrex material. The windows where ***** finished to match the previous windows. It does not feel like any varnish was applied over the stain. They sent a person out to look at the window and while he was here he measured the humidity level in the house. It was showing 39 percent humidity in the house. On April 25th I got a voice mail from *** from ******** windows. When I called *** back prettey much told me the mold was my fault because 39 percent humidity is too high for indoor levels. If you ****** it that level is actuly concidered healthy. I wound up cleaning up the mold and applying a varnish myself. So much for there warranty and customer service pledge

  Customer Answer

  Date: 05/26/2023

  Yes the windows are still under warranty. They have a "Fully transferabel limited warranty 20 years glass and fivrex material. 10 years installation and 10 years on the hardware. Windows where installed 11/1/2017

  

  Business Response

  Date: 06/02/2023

  Our project Manager ****** met with ****************** yesterday at 2PM to further discuss his issues. We called ****** this morning to talk through the assessment and a resolution. We provided ****************** compensation for the frustrations this has caused and the stain he has had to buy and do himself.

  Customer Answer

  Date: 06/06/2023

  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:05/18/2023

  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 have received multiple physical notices to my home by Renewal by ******** Midwest on services that I have no interest in pursuing. I need the business to stop sending these notices to my home. I never signed up for these notices, so this is bordering on fraud and spam. Stop mailing me! Stop contacting me!

  

  Business Response

  Date: 05/19/2023

  My apologies for the disturbance. We will place Mr. ********* address on the Do Not Mail list. The marketing team 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 I look forward to resolving this issue.

• Initial Complaint

  Date:03/20/2023

  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.

  10/07/22 Windows purchased. $7537.00 deposit. Measured.10/25/22 Measure verification 10/27/22 10/27/22 *******************. Remeasured and created a contract addendum. 02/22/23 Install scheduled. Cancelled by vendor.02/24/23 Install scheduled. Crew did NOT install - windows were the wrong size. Remeasured.02/?/23 ****** remeasured windows. Told us windows received could NOT be installed. Wrong size.02/?/23 Per ***** Install Supervisor. W/O seeing property, decided windows would fit. Contradicting previous measures. They would "make it work."03/08/23 Install Sched ****. am. Cancelled. Vendor did not honor install time frame. 03/08/23: Client and ******/installer made appt to meet 9 am 3/10/23 to discuss issue, NOT to install. He claimed he wanted to assess the situation and move forward with my best interest in mind.03/10/23: ****** arrived with his crew and product. He said that Andersen is going to pay me anyway for coming out. Stated that he could install to our satisfaction. I allowed work to continue, giving them every opportunity to fulfill the contract.The crew removed our patio, destroying it, replacing it with a window that did NOT fit correctly, could NOT be warrantied and would likely fail sooner than later. Also, disconnected our security system. We can not reinstall until we have a new, usable door. ***** began damage control. Said he understood problem and guaranteed prompt resolution. ***** promised that a higher level employee would call Monday, 3/13/23 to resolve issue to our satisfaction. 3/13/23 - 3/20/23 - Absolutely NO follow-up from ***. 3/17/23: Phoned ***. Spoke to **** in the measure department on the afternoon of 3/17/23. She assured me that she would find the person/people to help me and that if no one followed up, call her back 3/20/23.3/20/23:The installation was 3/10/23. It is now 3/20/23. NO ONE from Renewal by Andersen / Windows LLC has even called us. We are seeking a full refund.Thank you

  

  Business Response

  Date: 03/28/2023

  We have reached out to **************** and have provided 3 different options/resolutions. We are currently waiting for her to respond on how she would like to proceed.

  Customer Answer

  Date: 04/04/2023

  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. I hope that we can continue working together moving forward and seeing the promised result.
  
  
  

  Regards,

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

• Initial Complaint

  Date:02/24/2023

  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.

  This business harassed me by placing numerous phone calls to me after I repeatedly asked at least ten separate times to remove me from the do not call list.

  

  Business Response

  Date: 02/27/2023

  We are sorry for the disturbance. The marketing team will make sure the address supplied is on our Do Not Mail list. We will also make sure to place the email on the Do Not Email list pre-emptively. We sometimes setup mailings up to 90 days in advance, so please allow for this. As a note, we can only control mailings that are sent directly to an address. We do not control any flyers that arrive as inserts to third party companies (like local papers or community periodicals). For these you will need to contact the third party mailer or your local ***** My apologies again and we look forward to resolving this issue for *************** 

• Initial Complaint

  Date:01/25/2023

  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.

  On Wednesday 1/18/23 at approximately 6:30pm *********************** from renewal by Andersen arrived. We filled out a form online for an estimate for patio door replacement. They sent this man **** to our home. **** braced his foot on the bottom of the door then he grabbed the door, *****, jiggled, twisted and bent the current patio doors. Now the doors stick and are very difficult to open due to him bending, shaking, twisting and jiggling it. It did not have any issues opening or shutting prior to him coming. He also slammed the door shut at one point. He seemed upset that we weren't budging on signing a contract with him for the doors. We just wanted a quote/estimate. We felt extreme pressure by this man. He refused to send an estimate to our email and he stated an astronomical amount for the work/door. He came to our home wearing a ton of cologne and filled our home with the fumes as well as our belongings that now have to be placed in the garage because he sat his cologne saturated bag on our table. So we now have to throw it out. **** was very persistent with making a sale. He played You Tube videos emphasizing the supposed great quality from other customers trying to bait us into buying. Also showed us pictures on another customer that just so happened to get the same service with the same product. This was seriously a very stressful ordeal. It should've been a simple estimate and yet it turned into a *********** situation with a pushy salesman that intentionally damaged our property. He also asked where we were from and if we had received other quotes as well as what their quote was. He said it would be around 6 months before the work would even start. He was determined to make a sale before he left. When he saw he couldn't bait me, he turned to my family member and tried his tactics once again. This truly felt like we were being forced to make a decision right then and there even after telling him we needed to talk about it and that we could not afford his crazy price he still refused to stop pressuring us. We will never pay 12 thousand dollars for doors. He wouldn't stop pressuring us about giving him a good review. Maybe one of the most disturbing things about this ordeal is that the man refused to leave no matter how many times I told him we needed to end it. I would like compensated for our damaged property.

  

  Business Response

  Date: 01/26/2023

  The sales appointment took place from 6:30-7:30 on 1/18. The mother and son met the sales rep at the door and were both present during the meeting. As requested by ********************************* set his bag on a table next to the door that was being discussed for replacement. When conversing about the issues they were having with their patio door, it was determined to be a metal clad hinged door with 1 active sash and 1 stationary panel, and it was allowing rain to leak in. **** proceeded to request permission to inspect the exterior, which is part of the sales appointment process, and saw that the screen was torn and very hard to operate. Note, on his way outside, *********************** cautioned him due to their deck not being stable. For his safety, he remained inside and inspected the exterior.
  
  As the appointment came to an end, **** proceeded to outline the options, pricing, and lead times. Once *********************** heard the pricing and lead times, she was no longer interested, but the son proceeded to ask questions. Continuing to treat them as potential customers, the sales rep answered all questions with full transparency. After learning more about their personal financial situation, **** wanted to assist them with the premium costs to ensure he did his diligence on providing them a patio door that met their needs .  *********************** then walked back into the kitchen and proceeded to tell **** that they had other companies look and provide pricing and lead times, which were very similar to what we were offering. Her son was still very interested in gathering more information for consideration, so he took a picture of the quote offered, $6,090. After the appointment concluded and the sales rep left, one text was sent to give our contact info and as a reminder of the post appointment survey, which is released to every customer.
  
  We are currently in the process of scheduling a service tech to visit the home and assess the reported damage to door. 

  Customer Answer

  Date: 01/27/2023

  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.]

  **** did not mention in his response to the BBB how he braced his foot on the bottom of the door, grabbed, twisted, shook, and ****** it so it is now bent and sticks shut. This is reason for the BBB complaint. These other things in between are not accurate. We did not know a salesman would be sent for an estimate. We were expecting a contractor at Andersen to perform the estimate. Very misleading. ****'s bag being sat on the table was to prevent him from setting it on our new sofa. Considering, he laid his tablet on it upon entering and I had to steer him away from the sofa. **** never asked permission to do anything. Since he was right away aggressive with his sales, I wanted to advise him as quick as possible that the rain we had recently possibly made the deck unsafe but I didn't know for sure. We never volunteered any information regarding another company. My son is a young man (still teen) and was taught manners. My experience throughout life with aggressive salesman has taught me how to identify it and get out of that situation. **** playing you tube videos and trying to make the sale appealing to my son was disturbing. My son says he took a screenshot because **** refused to give an estimate. Since **** wouldn't leave, my son felt he had to take the screenshot to appeal to him and for our personal information. I had to pretend like we had an emergency so **** would take his claws out of my son. I was well aware that my son felt pressure and that he didn't want confrontation so I had to think of a way to get the man out of my home. Even then, **** would not leave. He completely ignored my request for him to end it and continued his sales videos and tactics on my son. He continually asked my son to give him a good review and even after getting him to leave, he texted my son- not me. My son had to block him because he was that uncomfortable. I guess he felt my son was an easy target because he is young, inexperienced, quiet and non confrontational. Very abusive appointment and experience on top of the damage he did and apparently isn't admitting.

   

  Sincerely,

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

   

   

  

  Business Response

  Date: 02/08/2023

  Weve made several attempts to go out and assess the damage to the door, if any, but have not been allowed to. They are requesting compensation for the door but we arent going to do anything further unless they allow us to assess the damage, if any.

  Customer Answer

  Date: 02/09/2023

  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. 
  
  

  This is not the complete truth. We have sent a video to ********************* to assess the damage done by ****. Please see text messages back and forth with ***. I will attach screenshots of the messages. We have not heard anything back from *** in regards to a resolution. He is wanting us to provide an amount that is necessary. We responded back that we would like to use the $12,000 quote from **** as a reference. We asked *** in a text message what figure he thinks would be fair. We stated back in our text message to *** on Friday 2/3/23 that we would like to see what value the company places on this situation. In the same conversation on this day, *** asked for us to send him the quote that **** provided. We reminded *** once again that **** never refused to provide us with a written quote. We have not heard back at all from anyone since our last message reminding *** of this. We sent a Thursday 2/9/2023 at 11:43am to *** ask what Andersen is willing to compensate for the damage. This system only allowed me to upload 4 screenshots of the texts
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************************

  
  

  

  Business Response

  Date: 02/10/2023

  They have only supplied video to assess the alleged damage, and we will not work with video. Unless they allow us to come to the home and inspect the alleged damage we will not be reaching out further. If they are looking to purchase a new door, we will provide them with a quote.

  Customer Answer

  Date: 02/10/2023

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

   

  this is not Acceptable. *** said he would accept the video due to his he experience we had and the intense overbearing cologne on ****. *** agreed to the video and we sent it. 

  

  Business Response

  Date: 02/22/2023

  Our VP of Sales spoke with ********************** and provided three options:

  1 - Have our service tech come out inspect alleged damage to the door
  2 - Give her a $250 GC for her experience
  3 - Sell her the door we quoted at an additional discount

  Unfortunately, ********************** did not agree to any of the options offered. Those offers still remain if she changes her mind. We feel we have acted in good faith and have done everything possible to resolve any issues the customer has brought ** in her complaint. 

  Customer Answer

  Date: 02/23/2023

  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. 
  

  Due to my horrific experience with this company and the damage they purposely did to my property in order to gain my business and leave me with no choice but to replace my door. This wasn't just about the "bad experience ". Your salesman damaged/broke my door. I just wanted an estimate. He did not need to physically bend twist jiggle my door to give an estimate. 
  
  I supplied an estimate from another company. 
  I will not purchase anything from Andersen. This seems like a trap.  It is obsurd to think I would let Andersen ever come back to my home. Your salesman broke my door. It was functioning well opening and closing BEFORE **** physically put his foot on it, twisted, shook, and jiggled it. It is only right for your company to at least pay for the damage he did to our property. I am requesting $4,000 which is at least half of the estimate provided to me. 
  

   

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

  
  Regards,
  
  ***********************************

  
  

  

  Business Response

  Date: 03/13/2023

  Hi *******,

  We feel we have acted in good faith and have done everything possible to resolve any issues the customer has brought up in her complaint. Unfortunately this request is not part of the offer we made and at this point we consider this matter closed. 
  

   

  Thanks, 

  ****

• Initial Complaint

  Date:01/18/2023

  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 spring we signed a contract for 58k and some change with renewalbyanderson Nashville. Late November the installers arrived. Subcontractors, they damaged the windows and doors , they left work incomplete, the rear sliding glass door is installed incorrectly, coming apart and leaking water into my home. There is damage and scratches all over my home and property. Expanding foam caulking and silicone on floors walls and windows, gaps and cracks in all work. Exterior metal trim out of square and hollow so rain sounds like a drum band throughout my home. I locked the loan, renewal didn't respond to me until they discovered they couldn't get more money, their project manager stood me up twice when he was set to meet with me. Excuses and promises. I have all these claims documented, photos and communications.

  

  Business Response

  Date: 01/19/2023

  Our Director of Operations reached out to ************** and they spoke this afternoon. Our General Manager, will be doing a site visit next week with *****. The rest of his products ETA is 1/23/23. As soon as it arrives, the team will be doing an inspection. Once that has been completed, director of ops is going to give a call to schedule a revisit to lay out the completion plans.

  Customer Answer

  Date: 01/20/2023

  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.]
  The gentleman spent approximately 30 min apologizing and trying to convince me this is not how they do business. During the call he said he would do two things immediately.  The first was draft an email stating these promises he was making as I am not about to take someone's word, the second was to communicate to his cohort not to call after 2pm because I would be asleep.  I haven't received any emails and I was awakened at 3:17 by a phone call I did not answer. This is ridiculous,  shameful  and disappointing 
  Regards,
  
  *********************

  
  

  

  Business Response

  Date: 01/20/2023

  We apologize for any miscommunications regarding when we were emailing as our manager had stated that he was on the road.We also apologize for the late call. Our GM called twice yesterday and left message and has been reminded to not call after 2 again. The following email was sent today to ************************* "It was great speaking with you yesterday and I hope that we can renew your faith in Renewal By Andersen. Per our conversation on 01/19/23 we will not attempt to collect any funds on your project until you are satisfied with the completion for the project. At that time of completion, you and I will have the conversation about any compensation that is to be given. We have your product delivering to us on 01/26/23 and inspecting on 01/27/23. *************** will be scheduling a job site visit with you for the beginning of the week to make sure we have all need information for the completion of your project". 
  

  Customer Answer

  Date: 01/24/2023

  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. 

  Nothing has been done yet. More promises.  We have an appointment with a higher ranking individual from renewal.  At this point I just want this done. I regret doing business with ********, It continues to be the bane of my existence. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************

  
  

  

  Business Response

  Date: 01/26/2023

  We have done everything ************** has asked for besides finishing the project because we are still waiting on product. ************** has been in contact with our Customer Experience Manager, our General Manager, and our Regional Director of Operations. The email he requested was sent from *****************************. The product has arrived today and has been checked into the warehouse. *** met with ***** this afternoon to discuss the project in full. It was talked through with full transparency that before we schedule the appointment, we are needing 2-3 days to gather all the information, including a scope of work form, to ensure everything is rectified. *** is also going to be out tomorrow and will connect with ***** by the middle of next week to schedule the appointment. It will be scheduled with our certified master installer. The customer has agreed to this. *** also left a voicemail for the wife with all this information, so everyone is on the same page.

  Customer Answer

  Date: 01/27/2023

  Better Business Bureau:
  
  *** did come by and we did review the tasks needed for completion. When it begins it will require an additional three days. While this is not ideal it was expected. However towards the end of our meeting *** brought up the financing contract through their partners at greensky. It appears the cause of this whole fiasco is a date set by the lender in which all work must be completed. I am currently awaiting a call from **** at greensky to better understand what this expired status entails. There is some pressure from *** and his company to sign an agreement  renewing what I believe to be the original agreement. Both myself and my wife are extremely apprehensive about this. I hoped to hear from greensky today but did not. Monday I'll book a consultation with an attorney to seek guidance as I feel this agreement dissolves our ability to negotiate compensation.  I would like to thank the BBB for their assistance in this matter. 

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

  
  

• Initial Complaint

  Date:01/10/2023

  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.

  Front door installation 1. Sales person provided inaccurate information regarding the door.2. The person who came to measure did not complete a check list.4. The installation crew could not speak English so we could not ask questions project date 11/2/22.5. There was no door handle on the screen door, unnecessary holes were drilled in to the door.6. The door would not lock. 7. ***** was dripped everywhere on the door. 8. Our hardware on the door was supposed to be black and it was brass.9. The installers began the project without contacting the project manager, because they did not have a interpreter on site, they are not allowed to do projects if they dont have an interpreter on site, they began the project knowing they did not have a door handle for the screen door.10. I called the project manager about the situation and he sent them to Menards to get a handle so we could get in the house, they put a handle that goes on a kitchen drawer on our screen door. 11. The project manager came out the next day and put on a screen door handle but it left 6 holes in the door.12. 1/1/2023 the came to replace the hardware to black and put on a new screen door. They replaced the screen door, but left the damaged piece where the old door handle went. This door is supposed to be scratch proof it has scratches all around the door, the hinges on my door are brass. My screen door does not close when you shut the house door it pops it open. 13. I contacted the project manager again and we have to wait another month for the hinges to be replaced and the part they drilled into has to be replaced. I also do not have the screen for the screen door. I told him the door doesnt latch but he did not address that issue.14. This is an unbelievable experience to get this door replaced at a ridiculous price. I have pictures of all the damages.15. The project cost is $8999.00, I paid $4500.00 and I am not paying a dime more.

  

  Business Response

  Date: 01/12/2023

  We spoke with ************** this afternoon. We discussed everything she listed in the complaint and the work that still needs to be done. The resolution that was agreed upon is that since she is a repeat customer and given the situation, we are going to be waiving her balance and she will be signing a general release form, which we will have to her by Friday. We are also having a project manager go out to her home to create a punch list to ensure we get everything completed on her next appointment once the hinges arrive. The date and time are TBD.

  Customer Answer

  Date: 01/24/2023

  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.]

  I reject the decision to close my case with ******** renewal.

   1. I only have a verbal consent at this point to what we agreed upon.

      a. They agreed to waive the remaining balance of the door project.

      b. They agreed to fix the remaining defects on the door.

      c. They agreed to create a project list and call and go over the list prior to coming to our home for the final fixes.

      d. They agreed we would receive all warranties associated with the storm door, the interior door, and any other warranties related to the project of the installation.

  2. A project manager has come to the house and took pictures of everything wrong with the door and wrote down my expectations of the finished project.

  I do not have a date yet for them to finish.

  I do not have a list of the the things that need fixed.

  I do not have a contract that says the above things and that there will be no retaliation from them for the remaining balance, and they will uphold the warranty with no prejudice against us. 

  I will not sign off with the BBB until the project is complete to my satisfaction and they produce a contract that states the warranties stand without prejudice and there will be no retaliation against me or my husband for the remaining balance.

   

  Thank you,

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

   

  
  

  

  Business Response

  Date: 01/26/2023

  We spoke with ************** and sent her over a detailed email providing all the information she requested in her rejection. We provided a timeline of all interactions she has had with our team since the complaint was filed, a list of the items that will be taken care, and an ETA of her products. We also ensured her that her warranty is not voided.

  Customer Answer

  Date: 01/26/2023

  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,

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