Complaints

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

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• 

  Renewal by Andersen Louisville

  13200 O'Bannon Station Way Louisville, KY 40223-4188

  
• 

  Renewal by Andersen Evansville

  2101 N Green River Rd Suite 2 Evansville, IN 47715

  
• 

  Renewal by Andersen Lexington

  2551 Richmond Rd Ste 4 Lexington, KY 40509-1737

  

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:01/16/2025

  Type:Order 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.

  Originally told the job would be done in one day. Job was not completed in one day but marked completed. So an appointment to finish the job was never done and we were already being sent the bill despite the job not being completed. We called and they came out over a month later. Upon completing the project, the wrong color trim was used. Again, despite calling and communicating the correct color, the wrong color was installed. Now we cannot get them to come back out and fix their mistakes.

  

  Business Response

  Date: 01/27/2025

  We have been in communication with the customer, visited their home to determine the plan of action and are scheduling completion. We anticipate full resolution in the coming days and apologize for the inconvenience of our delay.  Thank you.

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My front doors were installed by Renewal By Andersen. I called *** ******* to get my doorbell fixed. They couldn't fix it because the wires were covered.  I called my sales person, to let him know about the issue.I wanted my doorbell, but I didn't want to compromise my door aesthetically.  ******* and ***** came and said to get a wireless doorbell. I want to let it be known that I was honest from the beginning I let them know my doorbell was not working, I ordered the blink I didn't like it. I decided I wanted my doorbell. I talked to ******* about it. He said he would order me a doorbell and install it, but they don't have electricians to fix it. I thought he was thinking I wanted something extra, so I said, I'm not asking you all for anything I didn't pay for. He then said to me, I didn't mean anything behind that, I was saying get it fixed and send me the invoice. ******* sent me pics of doorbells on Dec 13th to choose one. I made my choice. He stated "once I have everything in stock, we will reach out to schedule." I called him on Jan 22nd and  left a message. He never responded.I called *****, who told me ***** had taken *****'s place, he contact *******. I talk to ***** who was appalled that I called her and she was newly in this position.She made me an appointment.The installers came on 2/12/24 to install the doorbell, it was too big. ******* did not do his due diligence, I asked the installers what is next. I was told by them that ******* would order a new one and come to put it on himself. I called him the next day. He said the installers told him that I was satisfied, (they lied to us both). ******* then advised me he would no longer be handling this (as if he resolved the issue) and now ***** would contact me. ***** contacted me to tell me to get my own doorbell to get it fixed, and send them the invoice.  I got it fixed, I called *****, who gave me hers and *****'s email to send the invoice. I sent the invoice on 02/19/24. I haven't heard anything.

  Customer Answer

  Date: 03/09/2024

  Renewal by Andersen address is ***** ******** ******* **** *********** ** *****

  

  Business Response

  Date: 03/14/2024

  We sincerely apologize for the delay, but tried to reach you a couple weeks ago to discuss further. Upon being unable to reach you, we went ahead and mailed the check on March 8th.  I would have thought it would have arrived by now, but please give the mail a few more days as it appears to be delayed.  Thank you.

  Customer Answer

  Date: 03/16/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. In an effort to keep the company honest, no one has tried to reach out to me until yesterday 03/15/24. ***** contacted me to tell me a check was cut and asked if I had received it,  I did receive it today. Thank you. 
  
  
  
  Sincerely,
  
  
  
  ******** ********** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/24/2023

  Type:Billing 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.

  Up to this point *** and Renewal by Andersen was great. Now 6 months later we are still waiting on trim for 4 windows and already paying for a job that’s not job. Pathetic

  

  Business Response

  Date: 02/24/2023

  We sincerely apologize for the delays experienced with your project.  We are scheduled to complete next week and someone from our Management Team will be reaching out to you today to discuss further details.  

  Customer Answer

  Date: 03/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:09/28/2022

  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.

  Purchased windows and a back door in April 2022. Installation happened in July 2022. The back door is a French Door. I was told the installers would work over 2 day, and I would be able to approve the work. They were done in 1 day, and everything was finished before I got to look at it. I told the installers that the back door threshold is too high. It is about 3 inches above the floor in the kitchen. You literally must step over the threshold because there is also a "track" in the middle of the threshold that is about a half inch to 1 inch higher than the rest of it. It's a toe tripper. The door they removed for me did not have this problem. Additionally, the door was made with a thin piece of wood over it. The windows in the French Doors do not have enough space to put in a spring curtain rod, and I was told by Andersen that if I drill in the door, the warranty is void. There is literally no way to cover the windows and still be able to swing the door open and closed.
  
  The installers were ready to leave to go back to Louisville that night, so they did not return the next day, as promised. So, there was no fix for the door. So, the ability to approve the work was taken away from me. I have called and called. Finally, *****, "one of the owners" came by and his solution was to put a wedge in from the kitchen floor to the threshold to make "seem not to be so high". I told ***** that was not acceptable and I want a new door. I am willing to pay half for a new door with a lower threshold, but I will not pay full price. The product they sold me is just not a good product. They just don't need to be selling it. It does not seem it should pass building codes to put a threshold in that high.
  
  ***** said he would have to talk to "*****", the salesman, to get his approval on a new door, and have ***** call me and set up a time to meet with me at the ********** store (I live in **********) to look at doors. I have called two more times, and nothing has happened.

  

  Business Response

  Date: 10/06/2022

  Thank you so much for providing this information. We have scheduled an appointment with the customer to review on 10/6 and should be able to resolve any remaining issues at that time.  

  Customer Answer

  Date: 10/07/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [I met with ***** at the ********** showroom last night. He said he will price a new (different brand) of door for me, but I have already told *****, an owner of the company, that I will not be paying for the new door. I did not have the opportunity to reject the original door once installed, like they said I would, the threshold is too high and doesn’t meet building code requirements, and I’ve already paid full price that door. It’s a bad product they’re selling. It’s a trip hazard, they know it, and they have other doors (different brand) they could be offering. ***** says that it’s because I don’t have a deck to walk out on but a step down to my patio that the threshold on the current door seems too high. But it’s 3 inches above my kitchen floor. And if the fact I don’t have a deck makes the current door unacceptable then they should have put in a different door. Two different people came out, one to sell it, and one to measure up everything. I think one of them should have known and said something about that threshold. Sara, the scheduler, also told me over the phone that I’m not the only person having this issue. At present, ***** said it will be another week before they know something on the replacement door and he will talk with ***** about the price. Their solution to meet with me yesterday, which they did, does not resolve this issue. It won’t be resolved until I have a working, safe door and/ or my money back for the door I’ve already paid for.
  
  
  
  Regards,
  
  
  
  ***** ********

  

  Business Response

  Date: 10/17/2022

  We are still working on a solution with this customer.  The customer's initial complaint stated they were willing to pay for 1/2 of a replacement option, that is what we have presented to the customer - we are waiting to hear back.  We do hope to resolve soon.

  Customer Answer

  Date: 10/19/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [I have been waiting since I met with ***** at the ********** showroom on Oct 6 to hear back from them about the door. He said it would take a week. It’s been 2. I have not been given any idea of a price or a refund. ***** told me at the ********** showroom that these are hurricane rated doors and that’s why the threshold is so high! I told him then that we don’t have many hurricanes here in the Midwest and that product shouldn’t be sold here! He said they don’t like for him to sell the Provia doors bc those are not an Andersen product! Then why do you showcase them in the store? Obviously, they know their doors with the high threshold are not good. They are trip hazards. Even the guy in the ********** showroom who greeted me when I came to meet ***** said he trips on the threshold of the door they have set up into their break area! I can’t accept their solution until they give me one and a new door is installed at my home that is a good product, and a safe one that works right. It’s ridiculous that this is taking so long! ****, one of the owners, who came to my house to see the door that has too high a threshold, should have put this to bed right then. They are obviously giving me the runaround when he told me he, ONE OF THE OWNERS, had to get with a salesman to resolve this, and now they are lying saying they’ve offered me a solution when they haven’t even called me back yet from 2 weeks ago! I bought AND PAID for this in April. It’s now October and I can’t use my back door. I want a new door put on soon. I can’t accept a solution that is still in progress. 
  
  
  
  Regards,
  
  
  
  ***** ********

  

  Business Response

  Date: 10/26/2022

  We have continued to review with the customer and should have the solution resolved soon.  Thank you.

  Customer Answer

  Date: 10/27/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I am waiting a response from ***** about the proposed door to replace the one I have. Waiting for confirmation/agreement that I will not make any payments until the door is installed and approved by me this time. Also waiting for a response on how to sign the agreement. Cannot call this matter resolved until the door is in place and is correct and safe.
  
  
  
  Regards,
  
  
  
  ***** ********

  

  Business Response

  Date: 11/06/2022

  We have continued to work with the customer and now have an agreement to resolve the solution. Thank you.

  Customer Answer

  Date: 11/10/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of

  I cannot accept a response, yet. Again, I can’t say the issue is resolved until I have a safe, properly working door installed. They tell me that it won’t happen until JANUARY, now.
  
  
  
  Regards,
  
  
  
  ***** ********

  

  Business Response

  Date: 11/14/2022

  Yes, We have continued to work with the customer and now have an agreement to resolve the solution. This is a new signed contract by the customer for a custom-made product and will takes weeks, as informed.  We all look forward to resolving this as soon as the product is available.

  Customer Answer

  Date: 11/17/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [The signed agreement does not guarantee my satisfaction that the issue is resolved. Again, this is a work in progress. I can’t say this is resolved until I have a safe, properly working door installed with an acceptable threshold height. It’s not my fault that it will take weeks to get the door in. They didn’t tell me THAT until AFTER I signed the agreement. It’s up to them how fast this gets resolved, not me. I’ve been dealing with this unsafe back door since July. I had to wait from April until July for them to get THAT one in. This new door is not the same kind of door, so it’s unclear why it should take so long. But whatever. Just quit asking me to accept a resolution that hasn’t happened, yet. That’s not disingenuous and not fair to me.
  
  
  
  Regards,
  
  
  
  ***** ********

  Customer Answer

  Date: 02/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 1*******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  ******** ******* ** *** *** *** *** ********* **** **** *********** ****** ******* **** ***** The customer indicated they were contact in January and told the door would be delivered and installed shortly.  The customer states the door has not been delivered and installed.  The customer states the company representative she spoke to in January is now saying she needs more to time to research what is going on with the door.
  
  
  
  Regards,
  
  
  ***** ********

  

  Business Response

  Date: 02/11/2023

  We have continued to work with the customer and now have an agreement to resolve the solution. This is a new signed contract by the customer for a custom-made product and will takes weeks, as informed. Current (pending discussed potential supply chain delays) delivery is expected mid-March and once confirmed, we will contact the customer to schedule as soon as we are able. We all look forward to resolving this as soon as the product is available.