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:01/03/2023

  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.

  They installed my windows in August it took them forever for them to do that they were measured wrong so they tried to make them fit anyway which I'm noticing this winter cold. I'm having nothing but cold air coming through these windows it's freezing in this house. These windows are worse then my old wooden windows. My furnace keeps coming on every ***** mins. It's below zero here in Richmond Indiana at Christmas time. This has been worse investment I picked the wrong company the windows are why over priced not worth the money I paid. They tried to fit them in anyway they could didn't work. Upset and cold

  

  Business Response

  Date: 01/05/2023

  We were out at Mr. ******* home on 12/20 for a service appointment to install H plugs and re did some caulking on 1 unit. At the time **************** signed off stating there were no further issues, and the service was completed. The service coordinators also performed an exit call the following day and no further issues were mentioned. 
  
  Our service manager, ****, has reached out to *************** and left a voicemail. We can send a service technician out to his home to install oversized bulb seal and foam back rods to his units. We will try reaching out again to resolve this for ***************** 

  Customer Answer

  Date: 02/08/2023

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

  Customer Answer

  Date: 02/13/2023

  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.]

  Because the windows aren't as good as advertised its cold in the house for $3000 a window they should proform better than they are. I don't see a difference in the new windows then the old ones. Everyone that comes in the house say their not insulated. I caulked all the windows outside frames didn't change a thing after they left.

   

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

  
  

  

  Business Response

  Date: 02/13/2023

  During the final appointment, our senior technician went through the home and performed an air test on all windows installed. He added service weatherstripping to the windows to eliminate any concerns of air penetration. Before leaving he tested all the windows and could feel no air coming through. Upon leaving the residence 2-2-23 he was confident that our windows are not the issue for him feeling cold in his home. We proved our windows were not leaking by shooting high powered concentrated wind directly on the windows at close range and could feel no air penetration. We feel we have acted in good faith and have done everything possible to resolve any issues including having the final work inspected and signed off by the homeowners.

  Customer Answer

  Date: 02/16/2023

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

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/7/21 we applied/approved for financing $45k. During the sched install on 1/17/22, there was an issue that we had to take care of in order to complete inst. I was in my last month of a very high risk pregnancy, &had baby 2/14/22 which delayed the work on our house. We had work completed 03/22, & they came to complete the install in 04/22. During this very unprofessional visit by subcontractor, they stayed until 9pm completing install interrupting the bed time of my 5 older children, they put ************* in the drywall going up &down the stairs & in our master bedroom, the spray foam was over sprayed on windows, flooring, siding, screens, &porch, there is over spray in between the windows causing bowing of the trim, they were overcaulked &sloppy, one screen was ordered wrong &placed in wrong window &another screen was placed in wrong window causing it to bend in the frame. I contacted our sales person who said he would make some phone calls, it wasnt until they called us for payment that someone got the install manager to call me. He came out &wrote down a bunch of stuff &sent the original crew back out to make fixes. Only some of the work was completed. I then contacted *** again &sent pictures of the job that was done &how much of the work wasnt done. A couple months later we had someone else come back out &install less than 1/2 of the replacement screens &match up siding. A month or 2 later we received a call that our screens are in &they wanted to schedule the work but that bc of all of the issues they wanted to send a person they were sure to complete the job. He wasnt available until 9/28but that being my moms bday I requested 9/29. The second week of sept I got a call that bc itd been over a yr since we appl for the loan we needed to reapply. We expressed concern about the changes in circumstances since &got in touch w/ a loan guy who went over credit sit &recommended we req in house financin &so I did &was told Id rcv CB &ddnt now Email threatn court

  

  Business Response

  Date: 12/06/2022

  We have spoken to ************************* and have provided her with direct contact information. Their financing expired and due to personal situations, they were not confident that they were going to get approved. Our admin department had been reaching out via email, phone, and voicemail, and once we connected with her when the complaint was filed, we did investigate to see if we could open the loan they initially got approved for. Unfortunately that wasnt an option. We provided 2 options and *************************, and her mother are going to the bank to open a loan to pay half of the job off. We are voiding their warranty and they will not have any future services.

• Initial Complaint

  Date:11/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought new windows for our home totaling just over $30,000. Installation was early August and we had 10 windows replaced (all windows in home). There are currently issues with 7 of the 10 windows. 4 of the gliding (Glider) windows make a loud screeching noise, 2 of the windows were installed in the wrong place. The 7th has a screen that is torn. All issues were brought to ********* attention either during or immediately after install. When inquiring with ******** we were informed the Glider windows may need to be re-manufactured if grinding down spots doesnt work. We have also been informed the other 2 windows may need to be re-manufactured as well. Our contract states that no payment is due until the job is complete. ******** has promised to resolve these issues and has assured us our loan would not be closed and no payment would be due until these repairs were completed and our job was complete. Communication has been awful from the start and Ive had to drive all communication. I called to inquire about the status of these repairs at the beginning of November. They called back with an availability date of 11/28 and we were not available, and then again with a date of 12/6. I explained we both work full time and the end of the year was very hit or miss. We then scheduled an appointment for early January. Today, 11/21 I was notified our job had been marked complete and our loan was now due. I called ******** and explained the job is not complete and was told a manager determined our issues were minor and the job was therefore complete. I explained that the potential to replace 6 windows is not minor and I felt they were in breach of contract. I asked to speak to a supervisor and was assured he would call back, but I never heard anything. I am concerned we will never have our windows repaired and hope other customers dont have this experience. I also feel ******** is closing this loan early out of spite since we werent available until January.

  

  Business Response

  Date: 11/22/2022

  This has been resolved. **************** was put in contact with our admin manager and the financing was worked out. He was also compensated and scheduled for 1/9/23 to finish up the job.

• Initial Complaint

  Date:11/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/2/22 remove 10 windows and replace with renewal by ******** windows. The first install went pretty bad not plumb square or level, contractor also damaged interior trim. ******** came out and deemed install no good and set appointment for second installer to reset all windows. Second contractor comes out 2/23/22 and proceeds to remove windows to be reset and informs me that windows were measured wrong and proceeds to tear wood out of my existing structure and tears my interior trim off that is all stained trim. That was not supposed to be touched or damaged. They do the reset on the 10 windows that does not fix the previous issues and made the issues even worse destroying plaster on my interior that I had to repair do to they were going to trim over it. I called ******** they didnt even come out ***** the damages they sent a third contractor out on 3/26/22 he rest one bedroom window,I questioned him on the air leaking in his reset he shrugged his shoulders and load his tools and left. ******** then proceeded to order a new set of windows to try this process once again. Windows were scheduled to be reinstalled on 6/3/22 that did not get installed properly and they sprayed the side of my house with spray foam attempting to clean it off and made big smeared mess they set a date to adjust and reset windows once againand once again no good install,according to a ******** service tech by the name of ****. **** then called for eight windows to be reset for a fourth time. On 10/29/22 the fourth installers showed up for another reset we still have cold drafty windows for the second winter. So now I have drafty windows Unstained interior trim and spray foam smeared into my siding in the front of my ***********

  

  Business Response

  Date: 11/28/2022

  We have settled with the **************** and will be waiving his remaining balance due. 

• Initial Complaint

  Date:11/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Renewal by ********, Cincinnati, ** 45241

  In May 2022 my husband and I inquired about having new windows installed in 2 bedrooms and living room. After explaining the process and cost of the job.We were told in would take a few weeks to make the windows since they would be make to fix our frames.Finally they came to measure the windows.Never heard anything from the company for weeks until we called them again until we called more then once. We called and threatened to call BBB and a lawyer. They then make an appointment to install the windows.We found all kinds of problems with all the windows after the windows were installed. We called to tell them. They were going to send a person to come and look at the window. Well, again we had to call and threatened to call BBB and the lawyer. They called a couple days later to collect the rest of the payment. We said no until the windows were fixed.They made an appointment to fix them. Again no word for a couple week until we called and threated them again to call BBB and the lawyer.Finally they came. They had to replace the frame on all the windows. They still were not right. Again we called them for an appointment.We had to tape the windows with plastic trash bag for privacy. The windows were covered with these bags for month. We looked like we were vagrants. My nerve were shot. Again a couple days later they called about payment. Again we said not until the work was finished.It is now November 2022 and we are still waiting for hopefully the last time to have them again fixed the problem again.We have never had a company that was so irresponsible.Thank you for your time to listen to us.May God bless you.

  

  Business Response

  Date: 11/18/2022

  Our team spoke with ***************** a few moments ago regarding a resolution. Compensation was provided for the issues that occurred during installation and the she has been scheduled to install the screens that we are rewrapping for 12/19.

• Initial Complaint

  Date:08/23/2022

  Type:Billing 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.

  My dispute is that the Vender Andersen windows confirmed my appointment and contacted me a window was missing from my order. They called Thursday to say they could expedite the window, (6 hrs). I told them I cancelled and they want 33% restock fee for their breach of contract.

  

  Business Response

  Date: 08/25/2022

  **************** called in this morning to the Manager of the **************** stating that he will pay everything to the financing company Greensky.Thank you. 

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 7, 2022, we paid for a new front door, storm door and 2 windows to be installed by Renewal by ********. The front door and windows were installed on May 27, 2022 without incident. However, there was no glass in the storm door, and I was told I would be contacted within a week to reschedule delivery. I heard nothing for 2 weeks and attempted to call. I was finally connected with the a gentleman who told me the glass had been ordered and they would call when it came in. No one called for 2 months. I finally got back in touch and was told they had the glass but they could not find the new handle we had also ordered for our door. I told him not to worry about the handle. We scheduled the installation for August 9th. The sub-contractor showed up but had been misinformed. He was told he only needed to hang the glass. He called the service manager who was supposed to oversee the job. I did receive a call back that the materials were in and we rescheduled installation for today at 1pm. It is 3pm, and no one is here. I called the service department, and no one is answering. I have already paid in full for this door and I just want it to be installed or I want my money back. This is ridiculous.

  

  Business Response

  Date: 08/23/2022

  The Service Tech was running behind however we did call and leave a message to notify the customer. The tech completed the work yesterday and the customer signed off that everything was completed to their satisfaction. We will follow up with her this morning with the customer and will apologize for any confusion and delays.

  Customer Answer

  Date: 08/23/2022

  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:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/26/2022 renewal arrived to replace an incorrect door install from 2021. When the install crew left their extra large trailer severely damaged our brand new asphalt driveway (installed 10/2021) the yard and a large flower urn. The installer stopped, acknowledging the damage and gave his supervisors name. Since April 2022 Ive been pleading with the ****** ** office to settle the repair/damages. Submitted quotes and photos. ******************* and ********************* told me to contact the installer and his insurance agent, I did that; both of them verbally and physically, threatened me. The situation worsened quickly. **** said this will be made right: to date, no response nor will they respond. Please help. Thank you! ***

  

  Business Response

  Date: 08/22/2022

  We spoke with ****************** to talk through the situation and to ensure he would be comfortable with the insurance agent coming out to assess the damage caused by the installer. We also provided him compensation towards his door due to some complications that occurred. We then called the insurance agent, to see if we could assist with moving the process along. The claim has been filed and we reached out to Mr. ************;to see if the insurance company contacted him. If not, we will reach out to see if any more information is needed to push the process along.

  Customer Answer

  Date: 08/23/2022

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

  Good evening, 

  I received a phone call from *** after my complaint was submitted. 
  
  An offer of a $500 statement credit was mentioned. To date, the insurance

  Company has not responded to the $4k property damage that occurred by their employees

  on 4/26/22. 
  

  We appreciate any help, 

  *******************;

  
  

  

  Business Response

  Date: 08/25/2022

  We heard back from the Agent, and he provided us with the claim details. We reached out to Mr. ******* and gave him all the details.
  
  claim number *************.
  claim department **************.

  Customer Answer

  Date: 09/11/2022

  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:

   To date: 9/11/22 

  a) the $500.00 statement credit offered by Renewal By Andersen (***) immediately following my original complaint to the BBB, has not posted. 

  b) ************************** the installer -employee of RBAs, cannot verify identity; commercial coverage, vehicle specific use issues; local Agent for 

  American **************** stopped returning call to American Family Corporate. 

  c) My new drive way (installed 10/2021) is still compromised-damaged; also drainage and yard issues.  

   

  Regards,

  *******************;

  
  

• Initial Complaint

  Date:08/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Renewal by ******** will not stop sending us mail. It's literally at least once a week that we find their pamphlets in our mailbox, which are very spammy because they look like they are handwritten letters but they are not. We have asked to be removed from the mailing list multiple times over the past few years and still keep getting mail. It slowed down for a little bit but now we're back to weekly mailings. We have told them we aren't interested. They also used to repeatedly knock on our door. We put up a no-soliciting sign literally because of this company and finally, it seems to have stopped, but the mailings don't stop. They are wasting their money anyway because the mailings alone make us want to never work with them. We already have a window supplier anyway that we've used before and will use again if we need to, and I already told them that but it doesn't end. It's spam and it's ridiculous.

  

  Business Response

  Date: 08/15/2022

  We apologize to **************** for the disturbance. We will make sure her address is on our Do Not Mail list. At times we do setup mailing up to 90 days in advance so please allow for this time to be completely scrubbed from our system. Also we can only control direct mailings not mailings that are included in bulk community periodicals or bulk ad mailings which are setup either by outside companies or thru the ***** We look forward to resolving the direct mailings that she is receiving. 

  Customer Answer

  Date: 08/16/2022

  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,

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