Complaints

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

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  Renewal by Andersen, LLC

  1920 County Road C W Roseville, MN 55113-1321

  
• 

  Renewal by Andersen

  17450 Engle Lake Dr # 108 Cleveland, OH 44130-8472

  
• 

  Renewal by Andersen LLC

  2814 Merrilee Dr Ste A Fairfax, VA 22031-4415

• 

  Renewal by Andersen LLC

  16171 Premier Park Drive Suite, Suite 100 Fort Myers, FL 33913

  
• 

  Andersen Windows Patio Doors

  7301 Main St Ralston, NE 68127

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:01/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/12/2023Work to be completed Ordered 15 windows,2 patio doors, dog door 9/5-9/7/2023Work to be completed -15 windows, 2 patio doors, dog door installedWork done - 15 windows, 2 patio doors installed. 2 pieces of trim not done. (1 outdoor window trim incorrect size. 1 living room inside window trim incorrectly cut. No dog door delivered/installed .10/14/2023Work to be completed 2 trim pieces not installed on 9/5-9/7/2023 and dog door installed.Work done trim pieces not brought to job. Dog door installed.11/20/2023Work to be completed 2 trim pieces installed. Touch *** to windows and doors.Work done Trim piece for inside front window not brought to job. 2 trip pieces for the outdoor window sent by mistake. Outdoor window trim correctly installed. Touch up person cancelled because job was not completed. Permit still has to be signed off.CurrentlyStill waiting. I have talked with ******* (installation ***** at ********** ************ after each date with my concerns. This job was not complete prior to Thanksgiving and Christmas. I told ******* on the last conversation that ** having open heart surgery the end of January and need to get this all completed before then.I am a combat veteran (deployed to *********** and ****) and picked your company mainly because your windows are made in ********. I am concerned that you treat Veterans this way.

  

  Business Response

  Date: 01/16/2024

  Good afternoon *******,
  
  This is ******************* and I am the Operations Manager here at Renewal by Andersen. I wanted to reach out to you personally to say thank you for trusting us with your home improvement project. We understand that you as a homeowner have many options out there and we are honored that you chose us. 
  We are 100% committed to providing all of our homeowners with ***************** and it is clear, after your conversation with my team, that we have failed to meet not only your expectations but our own and I apologize for that. I greatly appreciate that you spoke to ****** yesterday and that our team was able to come out as well to complete the services because it is our top priority to make sure we get it right for you and at the end of the day we want you to be delighted with your units. 
  If there is anything that I can do for you in the meantime or anytime please do not hesitate to reach out to me anytime. Have a wonderful afternoon. 
  
  With Hospitality, 
  
  ******************* - Operations Manager
  Renewal by Andersen- Orange County

  Customer Answer

  Date: 01/18/2024

   I am rejecting this response because: 

  I want monetary compensation for the repeated delays. The initial installation was in ********** ******* members were here 4 times before the job was complete. I believe that was excessive. and therefore I want monetary compensation.

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

  
  

• Initial Complaint

  Date:12/28/2023

  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 28 windows replaced by Renewal by Andersen in August of 2022. The job was just completed in November of 2023. The only reason it was completed was that we hired our own painter to complete the job - with the approval of Renewal - and Renewal agreed to pay our painter $3600. to complete the job and we would discuss compensation for us at that time. However, we have now been told that paying our painter was our compensation.After the windows were installed - and it became cold - we noticed 2 double windows that were icing up. A service person was sent out to add more insulation to these windows. At that time - we noticed several issues with other windows. Trim that was installed was wider than our initial trim, trim had not been sanded - several pieces of trim had only one coat of paint - many not caulked - 2 fairly large cracks in our living room next to the new windows, and damage to the siding. More service people came out - inspected the windows and took photos. It was agreed that the trim work was not up to standards. Another team came out took off the trim and replaced it. Several nails were left lying on the floor - some nails broken off in the wall - left there - and they installed smaller trim. Now all of our walls have extra nail holes in them and need to be repaired and repainted. Paint crews are sent out on the wrong days - which means I need to stay home from work. Other days that they were scheduled - no one showed. More lost days at work. Each time a crew showed up - I had to walk them through our house - room by room - window by window. They had no idea what they were even coming here for. We had one supervisor that stood in our house - complaining about the job and how we had not moved any furniture for her. We had never been asked to move anything - and not knowing if someone was coming - or which rooms they would be working in made it impossible to prepare for them to be there. One service person was sent out to paint only the outside of the house. He also found 2 windows that were never even caulked. At this point I became our job supervisor. Calling customer service - it took 2 to 3 days to receive a response. It took 15 months for this job to be completed - and completed by someone other than their service people. We were offered an additional $1400 on top of the $3600 for our painter. We refused - this was not enough - and we were led to believe there would be actual compensation. We have already paid the painter ourselves so we are out an additional $3600.

  

  Business Response

  Date: 01/02/2024

  ****-

  It is my understanding that ***** ***** (Ops Manager) and ******************* (Service Supervisor) have already reached out and offered to refund you $3,600 dollars for the out-of-pocket expense you incurred due to paint/stain. They also offered you an additional $1,400 dollars in the form of compensation for your poor experience with Renewal by Andersen. We have gone ahead and submitted a request for a check be sent to you in the amount of $3,600 dollars for the paint/stain expense you incurred and should arrive in the next few weeks. The $1,400 dollars in compensation for the poor experience is still on the table, if you would like to accept that offer, please reach out to ***** *****.

   

  Thx
  

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

  Associate General Manager

  Customer Answer

  Date: 01/07/2024

   I am rejecting this response because:  ** talked about compensation during the part of the process he was involved in.  At no time was it ever discussed that by hiring someone to finish Renewals job that would become my compensation - which is what ** told me.  I did not accept that offer, he went to ***** and apparently the best they can offer us is $1400.   Again, a job that was to take one week, that lasted 15 months, with me becoming the job coordinator and then having to hire someone else to complete the job is worth more than $1400. Not to mention that many, many phone calls I had to make - including going back to our salesperson to ask for her help in having TJ return phone calls.   I have paid more money in interest than you are offering.  This was a $79,000 job - you are offering less than 2% of the amount that we are paying for. 

  This is certainly not what we expected based on researching the company - or seeing all of your commercials and offers for discounts.  However, I am now seeing more cases of people having just these type of problems. 

  We are very disappointed in the service we have received, and the amount of time that has been spent trying to complete this job.  The only professional we worked with - was our salesperson *********** 
  
  
  

  

  Business Response

  Date: 01/09/2024

  Good Morning ****-

  I understand you are not happy with the compensation offer from *** and want more. *** has already issued a check for $3,600 dollars to refund you the out-of-pocket expense you incurred due to paint/stain. Like I mentioned in my previous response, RBA is still offering you $1400 dollars in compensation for the poor experience. If you would like to accept that offer, please reach out to ***** *****.
  

  Thx

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

  Associate General Manager

• Initial Complaint

  Date:12/06/2023

  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.

  In July 2022, we signed a purchase agreement with whom we thought was Renewal by ******** and we opted to pay for our purchase with the finance option the Renewal by ******** sales consultants promoted. Our agreement documents and the consultant indicated an installation time line of 4-5months. It is now 17 months later and the project has yet to be completed. Multiple promised installation dates have come and gone. And now the ********** business ****** LLC, who Renewal by ******** contracted with in our area has since gone out of business. ****** is denying us a refund of the money weve already paid through our finance plan and Renewal by ******** Corporate has as well. It is their name and logo as well as Xmplars on our purchase agreement. After ****** went out of business, RBA corporate asked us to sign a document stating that we would not pursue legal action and that we would consider entering into a new agreement with a new buisness. We did not sign the documents but stated we would consider meeting with this new business, however we have not heard from that company and have since asked RBA corporate to refund us the payments weve made so far and asked that they work with the bank to release us of our financial agreement. When ****** first went out of business RBA told us (via phone) that we could transfer our current finance agreement to a new project, but they now deny any ability to help with a refund or with releasing us from our finance agreement with the bank. We want to be refunded the $3035 we have already paid towards a project that was never completed and released of any further responsibility.

  

  Business Response

  Date: 12/19/2023

  Thank-you for contacting us in this matter.  I am sorry to hear that the homeowner has been frustrated with our response. ****** LLC was the independent Renewal by Andersen product retailer in ********** and *******. I am sorry to hear that they were not able to complete the job for the homeowner. If the homeowner made payments to ******, please understand that Renewal by Andersen did not receive those funds.  ****** is a separate company with completely separate ownership.  The homeowner can contact Renewal if they would like to continue their project with the new independent retailer in the area. 
  

  Customer Answer

  Date: 12/21/2023

   I am rejecting this response because:
  
  Renewal By ******** Corporate is ultimately responsible for the their local agencys commitment to uphold contracts when they cannot. 
  Because ****** did not uphold the contract, the duty now lies with Renewal by ******** Corporate. Renewal Corporate cannot guarantee that this same situation will not happen with their new and current local entity. Because they cannot guarantee this and because they forfeited their contract by not honoring the original deadline promised as well as extended deadlines, we expect a refund and to be released of any financial responsibility from ***** who Renewal by ******** partners with to provide finance options to their customers. 

  

  Business Response

  Date: 01/04/2024

  We are sorry to hear that the homeowner has been frustrated with our response. ****** LLC was the independent Renewal by Andersen product retailer in ********** and *******. We are sorry to hear that they were not able to complete the job for the homeowner. If the homeowner made payments to ******, please understand that Renewal by Andersen did not receive those funds.  ****** is a separate company with completely separate ownership.  The homeowner can contact Renewal by Andersen if they would like to continue their project with the new independent retailer in the area by calling ************ and a representative will direct them accordingly.

• Initial Complaint

  Date:11/21/2023

  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 July 14, 2023, Renewal by Andersen replaced the picture window in my home livingroom. Everything went well. All the people from Andersen were easy to deal with (unfortunately, the installer was stung by hornets). Several days after installation, I noticed that insects (lady bugs and boxelder bugs) were inside the screens (one screened panel on each side of the larger main window pane). At first, I assumed that there was a gap along the edge of the removable screens. After contacting Andersen, they sent a man out to correct the issue, which included adding caulking material in the frame where it APPEARED that the bugs were gaining access. I have never seen windows in any homes where insects could get inside the screens, due to faulty window design. Several days after the corrections were made, insects were still freely getting inside the screens. I sent a note to Andersen to inform them of the issue and, because I was kind of disgusted at the situation, I told them there was no need to contact me again. That was not a proper response on my part. If Andersen can explain how the design of their windows allows insects to get inside the screens, and if they can assure me that it can be permanently corrected (caulking a brand new custom-made window is not a permanent solution!), then I would like to be contacted and have the problem resolved.

  

  Business Response

  Date: 12/04/2023

  *****-

  Thanks for reaching out, I will have someone from our service department reach out to you this week.

  Thx
  

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

  Customer Answer

  Date: 12/06/2023

   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.

• Initial Complaint

  Date:10/26/2023

  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.

  We had an issue with the privacy window installed in our bathroom. We contacted our concierge on 8/1/2023. He responded to ** on 8/2/23 that this needed to go to our design consultant to help with our issue. So this reply o 8/2 went to us and the design consultant. We did not hear from our design consultant so we emailed him again on 9/28/23. We have not received any response. Our issue was that we thought we bought a privacy window to install in our bathroom but in fact on cloudy days or at night when the lights were on in the bathroom, we discovered that we could be seen through this "privacy" window. We have neighbors in our back yard and so have been upset as to what they may have seen when our family was using our bathroom. This is clearly not a privacy window.

  Customer Answer

  Date: 10/25/2023

  The address of the office we used is:

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

  ************, ** 01532

  phone number  ************

  Thank you.

  

  Business Response

  Date: 11/01/2023

  We apologize for the miscommunication that led to the delays and have been in touch to schedule a site visit to review the opening.  We will work with the customer through to resolution.  

  Customer Answer

  Date: 11/02/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  They are scheduled to come and look at our issue next week.

   

• Initial Complaint

  Date:09/28/2023

  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.

  August 2022 we had 2 patio doors installed by Renewal by Andersen. One was immediately noted for replacement due to a flaw. Before the first of ~4 replacement doors and visits, a flaw was pointed out on the second door. The initial replacement of this second door was fine, but during installation a filler strip was broken. Andersen has been back at our home ~6 times since then and each time the replacement filler strip was part of the work order. But with each visit, the techs arrived with no filler strip or the wrong filler strip. After complaints to the national office in August 2023 their staff ordered both a right and left filler strip scheduled to be replaced on September 29 2023. Unfortunately, I have just received a call that the strips are lost. It is not certain if they were lost in transit or in the local warehouse. But replacement parts have been re-ordered and the earliest installation date will probably be in November 2023. My guess - the strips have been misdirected in the local warehouse because of my complaints about the length of time this is taking.Customer service in the local office rarely answers the phone and does not return calls. Calls never reach management where I might be able to find a resolution to this problem. But it has been ~7 months since the filler was broken and there is no light at the end of the tunnel that it will be fixed. It is a shame that the quality of the product is overshadowed by the non-existent customer service. Even the technicians have said that they don't understand how the wrong part can be ordered multiple times. They have also stated that it is good I kept all contact information from the original installation as when issues continue as long as they have in my case, office response gets more difficult.

  

  Business Response

  Date: 09/29/2023

  We have made contact with Mr and ****************** and talked through their concerns.  We are working to reorder the parts needed currently.  I committed to following up by EOD Tuesday the 3rd with next steps.

• Initial Complaint

  Date:09/08/2023

  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 July 25, 2022, I signed an electronic contract with the *********** Renewal by Andersen franchiser for 3 replacement windows and wrote a check to Renewal by Andersen for a 60% downpayment. I had followed this same procedure before with the company (also calling itself XmplarLCC) for replacement windows, which they installed in 2021-2022 (delays) to my satisfaction. Even used the same salesperson, **************************** (cell ph. ************). But this time delay after delay; phone girl from local office called regularly to say factory wasn't sending needed materials.Then, I think in April she asked if I would agree to windows from another company. I said no. Calls stopped by June, and I recently got a letter dated Aug. 21 from Andersen hq. saying Xmplar was no longer their franchisee and to call a "update the status of your order." I did. Meanwhile, I've learned about 47 other people filed similar complaints with BBB and that *************************, principal in Xmplar, is at same ********************************************** address doing business as *****'s Gables, same office phone too. Clearly he aims to skip out on any liability for Xmplar non-work-performed. I wrote asking him to notify the Andersen factory if he'd sent in my order, which I doubt. Andersen says it has another franchisee in ** and I want the down payment I made to be transferred to that company to finish the job. Or I want my downpayment refunded by *************************.

  

  Business Response

  Date: 09/11/2023

  Good morning,

  This homeowner's contract is with our previous affiliate location, Xmplar. We at Renewal by Andersen, LLC. are working with the homeowner to collect information and to move forward with their project. 

   

  Respectfully,

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

  Retail Quality Supervisor

• Initial Complaint

  Date:08/31/2023

  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 are hoping you can solve our Andersen window purchase issue.November 2022, Seven (2 gliders and 5 double hung) custom Andersen Windows were installed after ordering in June 2022 at a cost of $20,000. We financed through Andersen and received funding through Green **** Spring 2023, When we opened the windows our problems began The windows did not re-lock. Air conditioners did not fit in any window. When closing windows, either the opposite side of slider or the top window section would open.Most importantly, the double hung windows only open about 8, not allowing us to exit in an emergency!!!! It is a safety issue.June 21, 2023, being very dissatisfied and knowing this is unacceptable, I called. After a video conference showing the windows and issues, I was informed that the gliders had a clashing issue and the double hung had balancing issues. I informed them of the above info also (not locking, air conditioner, etc.). A technician will be sent out.July 14, 2023, technician arrived and installed some shimmies on some windows making them open and lock properly??!. He could not explain why the windows dont open wider. We were informed a supervisor would call.August 2, 2023, I followed up with Andersen on When will a supervisor call?? Answer: Give us a week! Andersen is not upholding their web site quote of Step 4: ************* A robust limited warranty is backed by a commitment to making sure your windows function as expected.After numerous calls no response or call back. As of August 31, 2023, NO supervisor has called. Please help us, we feel this is very unprofessional and remain dissatisfied! Apparently, Andersen does not care nor will rectify the issues because they were paid the $20,000 upfront at time of signing the window purchase. Thank you very much for your time,******************************* and *********************** *******************************************************

  

  Business Response

  Date: 09/08/2023

  We have been attempting to contact the homeowner for the last few days to discuss what we believe *** appropriately address the issues.  We will look forward to speaking with the homeowner and resolving this with them.  

  Customer Answer

  Date: 09/15/2023

   I am rejecting this response because:
  
  Two reps from Renewal by Andersen came to our home on 9/14/23.  We were informed our windows did not meet code including no emergency egress.  They offered to install new windows, lower the windows and install new shutters at no cost to us.  We agreed to their offer and the installation of new windows in April ****.
  We would appreciate if you could leave our case open in case Renewal by Andersen does not resolve our concerns in April ****.

  
  Thank you,
  ******************************* and ***********************
  *******************************************************; 02451

  
  

• Initial Complaint

  Date:08/25/2023

  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.

  I had a salesman come to the house in April of this year to help me choose a window for a kitchen renovation. He made a suggestion and hastily completed the sale. I called the next day unsure of the choice that I made and asked if I could go to the show room to see other options. I was told that it was too late and I could not make any changes. The window was delivered several weeks later and the next day there was a crack in one of the panes of glass. They said it would take six weeks to get a replacement. When they arrived, they had brought the wrong pane of glass and also dropped it in the driveway on the way to the house. They said they would put a rush on another correct replacement for me but that took another six weeks. Then they sent me a time to do the installation and when I told them it was not good for me I got a response from someone that said I dont know what you want me to do its too late now. The window was over priced and the customer service has been horrific. It has been several months and I still dont have a window without a crack in it.

  

  Business Response

  Date: 08/31/2023

  While the damage to the replacement sash was a regrettable accident, we have provided a replacement as quickly as possible.

  Customer Answer

  Date: 09/05/2023

   I am rejecting this response because: There is no reason it should take over 4 months to replace a broken window.  I was unsure I made the right decision ordering this window and was told I could not make any changes by the salesman as soon as he had my deposit check in hand.  This was followed by mistakes that wasted my time as I had to be home for the technician to come out to look at the broken window, then come back with the wrong window, then come back again finally with the correct window.  Also, I paid for the trim to be put on the window inside and out.  The outside trim was dented and damaged and had to be replaced (Andersen did this when asked).  The inside trim was not installed because the kitchen was still under construction.  I asked if there would be refund because the work was not done and was told no.  They also left picture frame trim for a kitchen window over a sink and had to be corrected by my contractor.  I paid my painter to paint the entire window but he is long gone now and I had to paint the replacement pane myself.  A lot of my time has been wasted and extra aggravation during a kitchen renovation was certainly not helpful. 
  
  
  

  

  Business Response

  Date: 09/22/2023

  We will continue to be in touch with this HO and ensure that the issues are rectified.  

• Initial Complaint

  Date:08/22/2023

  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 early October 2022 I contacted Renewal by Andersen at the phone number advertised on their frequently recurring national television commercials and scheduled a Window Replacement Consultation. On October 5, 2022 Renewal by Andersen sent a Product Manager, *************************, to my house. Because I believed Renewal by Andersen to be a reputable company and reassured by their ***************** promise of a "hassle free process, eliminating the need to work with multiple companies" and their "one company accountability"; I decided to hire Renewal by Andersen for my project. While still at my house, ******* and I designed 9 custom windows, agreed on a time frame (4-6 months) and he arranged financing for me. On October 10, 2022 the loan company paid my account in full: $22,161.30. Almost a full year later, Renewal by Andersen has confirmed that my windows have not been made, are not being made, my money has not been returned, and Renewal by Andersen takes no accountability. In conclusion, I have paid $22,161.30 in full, have no windows and Renewal by Andersen is accepting no accountability in my loss.

  

  Business Response

  Date: 08/22/2023

  Good afternoon, 

  This homeowners contract is with Xmplar.  We have been notified their business closed.  The homeowners have communicated with me and are now in discussions with Renewal by Andersen, LLC's legal team.  Please direct further inquiries to ***********************, as she is your best contact.  

  Respectfully, 

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

  Homeowner Resolution Specialist

   

  Customer Answer

  Date: 08/25/2023

   I am rejecting this response because:
  Ms. **** is correct in saying that when I contacted Renewal by Andersen LLC they sent over a third-party business Xmplar (Aka Renewal by Andersen **********) against my knowledge.  Xmplar was always referred to as Renewal by Andersen throughout it's correspondences and advertising.  According to Ms. **** Renewal by Andersen LLC, "Has very few contractors" and almost always contracts out work it's hired to do to one of its franchises that Renewal by Andersen trains, supplies and sends to your house but apparently does not take responsibility for.  As a large part of the reason I decided to hire *** was because of it's ***************** guarantee of, "one company accountability"; I find this situation ironic. All of my information and order details are available to Ms. ***** suggesting that a work order was placed at some point, yet Ms. **** has confirmed that no windows were ever made.  I have requested Ms. **** send me any and all paperwork *** has associated with my project,  but thus far, they have refused to do so.  As such, it is impossible for me to know exactly which company lied to me, failed to complete the project and stole $22,161.30.  What I do know is that I contacted *** at the number displayed on their *********** advertising, met with and hired *** to do the job, corresponded to a company that referred to themselves as ***, and never heard from ANY company that my windows were not being made and that my money was stolen until I contacted them 10 months after the order.  Although RbA LLC was well aware of the situation; nobody called to inform me that the company they sent to my house on their behalf had closed it's doors and my windows had not, and would not, be made. This is horrible business practice from a company that I paid a premium price to with the expectation that I would, in return,  receive a premium service and product from. This is also theft.

  
  

  

  Business Response

  Date: 08/28/2023

  Good morning,

  This homeowner's contract is with our affiliate location, Xmplar. We have learned that Xmplar closed their doors and is no longer doing business. Renewal by Andersen, LLC. will be reaching out to this homeowner. 

  Sincerely, 

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

  Retail Quality Supervisor