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:08/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Renewal by Andersen a check for $10568.00 for windows that were supposed to be installed by March of 2023.I have a copy of cancelled check to prove that I paid the down payment they required. I never received the windows, and it is a nearly a year. I received a few messages from a person named ****** on JULY 12 saying " materials were not yet available and has no shipping date " as of yet. I would like to have my money refunded with interest. I have talked to my attorney, and I will take legal action if needed. After reading some of the complaints, I see that I am not the only one that has been duped by this company.

  

  Business Response

  Date: 08/22/2023

  Good afternoon, 

  This homeowners contract is with Xmplar.  I have an active case regarding this homeowner and the product.  Please reach out to me at ************ if you don't hear from me in the next day or two to discuss. 

  Respectfully, 

  **** Most

  Homeowner Resolution Specialist

• Initial Complaint

  Date:08/21/2023

  Type:Delivery 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 have ordered a replacement window several months ago and paid for it. We keep trying to contact **** our service representative and he cannot give us any updates. He claims that the parts are not available. We have tried to call the customer service lines and it goes straight to voicemail, no return calls. We have tried to find corporate numbers to talk to them and nothing is working. We would like answers to where are window is if not we would like our money back. **** (customer service) claims that ********** branch is in transition to new ownership. Yet nobody seems to know about this and we cannot get any answers. We are hoping you can help us. Again, the window is paid for and we would like to have it installed. I hate complaining but this is ridiculous. Especially if they blocked our phone number. That is not the way you handle business.

  

  Business Response

  Date: 08/22/2023

  The homeowner's contract is with Xmplar.  We have been made aware they closed for business.  I will reach out directly to the homeowner; I have re-opened the initial case for this homeowner.  Please reach out to me directly at ************. 

  Respectfully, 

  **** Most

  Homeowner Resolution Specialist

   

• Initial Complaint

  Date:08/21/2023

  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.

  We signed a contract for window replacement by renewal by Andersen September 20, 2022. The contract went through Xmplar in ***********. I provided a $12,000 down payment at that moment. We financed the remaining $46,000. $9200 of that financing was supposed to be approved by us and paid to them when the majority of the service had been completed. The windows were installed February 22, 2023 with no interior trim. We were required to approve and pay the remaining $9200 by February 26. Two of the windows (out of 22 doors and windows) were the incorrect size. They told us they could make it look nice, but we declined a makeshift fix and required replacement of the windows. We were informed that it would have to be approved. They recently got the approval so we are still waiting on those windows. Last week the workers came in to install the interior trim. The trim is a different color than the windows. After the first window I had the installation stopped. I would like to speak to someone, anyone, at the company to find out what can be done to rectify the issue. Also the stucco work which was part of the contract has not been done. All of the foam insulation is being broken down by the sun/weather. Again, I cannot get anyone of importance to return my calls to get this rectified. The contractor called *****, the supposed head of the local company Aesops Gables, to let her know that the job was not completed. I was to hear from her concerning the situation. They have now stopped answering our calls completely. I am trying to remodel my house to sell it. I cant have any work done until this is complete. I have to move next week to care for my dying father. I need help resolving this issue.

  

  Business Response

  Date: 08/22/2023

  Good afternoon, 

  The homeowners contract was with Xmplar.  We have been notified they closed for business.  Our internal service provider has the homeowner scheduled for service to address these issues next Monday, August 28th.  If further assistance is needed, please contact ************************* with our **************** Assessment Team at ************. 

  Respectfully. 

  **** Most

  Homeowner Resolution Specialist

   

  Customer Answer

  Date: 12/20/2023

   I am rejecting this response because:

  Please find this as a rejection to Renewal by Andersens response. As promised they had someone come out to assess the situation on August 28, 2023. Since that time, almost four months ago, nothing has been addressed. We text with a gentleman named ****. That has been the extent of it. We were replacing windows to improve the value and saleability
  of our home. It was supposed to be on the market last summer. Our painting and home improvement has been stalled. I had to move out of state to help with aging parents and leave my husband behind to deal with this situation. That was over six months ago. This doesnt even address that during the original work by the company that went out of business a diamond bracelet worth > $3,000 was stolen from an area where the employees were working. We have been more than patient.
  
  

  
  
  

  
  

  

  Business Response

  Date: 01/04/2024

  Service Assessment Specialist ************************* has been in contact with the customers regarding the scenario for installation, and have provided a general timeframe and delivery date for the units. Should the customers need to get in touch with ********************, the number for his team is ************. Thank you.

• Initial Complaint

  Date:08/14/2023

  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.

  8/15/2015 Purchased Renewal by Andersen windows for my home, total cost $39,195.00.4/19/2021 Service call to replace window side jammers and weather stripping due small hole at the bottom corner of all of the windows. Was told the design was bad and modifications would resolve issues.2/1/2023 Service call to address same issues and had small pieces of foam installed in each corner and a spacer installed on the locking mechanism of all windows. I requested and was told that a company representative would contact me regarding an inferior product. The representative never called and I have made several calls to the customer service number, always being told that I would be contacted but I never have been.My feelings are these are either inferior windows or improperly installed and the company needs to resolve. I should not have to have foam at the corners of the windows to prevent air from entering or spacers to force the windows tighter if they were properly manufactured and installed.

  

  Business Response

  Date: 08/18/2023

  We have scheduled an assessment with ******************** with an installation manager to fully assess their concerns on Friday August 25th.  We will leave that meeting with a clear action plan to address their concerns.  

   

  Thank you for notifying us of thier concerns. 

   

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

  General ********************************************* Region

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

  Customer Answer

  Date: 08/25/2023

   I am rejecting this response because:
  
  The installation manager said that he would like to check a few of the windows to ensure they were properly installed and to reinstall some or all of them if needed. This seems like a reasonable response and proper approach. However, when asked if this would correct the need to have the pieces of foam in the bottom corner of the window he indicated that it may not and I would have to continue to use them. If the issue still remains, I still have the same problem and replacement doesnt seem to be an option.

  

  Business Response

  Date: 08/31/2023

  Good morning,

  Please see the below response from our retailer to this BBB rejection.

  Retail leadership spoke with ******************** and agreed that we need to remove some trim piece to validate that the windows are installed properly. He will select 2-4 windows that are, in his opinion, the biggest issues of concern.
  Retail explained that this is necessary to identify any possibility of install error and or help us identify possible solutions. Retail leadership will be present during this process to validate. ******************** seems most concerned with the foam piece. He is under the assumption that our product is defective if weather stripping and foam are needed to create an airtight seal. We are attempting to schedule an inspection at this time. 

  Respectfully,
  Homeowner Resolution Team - Renewal by Andersen Corporate

  Customer Answer

  Date: 09/07/2023

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

  I met with the operation manager who agreed that the weather stripping previously installed was incorrect and needed to be redone. He also stated that the foam plugs placed in the corner of the windows were only meant to be a temporary solution, which is not what I was originally told. He agreed to redo the windows weatherstripping and if that doesnt fix the issue, Andersen would replace windows unable to be repaired. They schedule an October 6th date to fix the windows. As long as they fulfill the above, I am satisfied with their approach to resolve the issue.

   

• Initial Complaint

  Date:08/01/2023

  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 September of 2021 I ordered sliding glass doors. They were installed in December of 2021. The installers damaged one of the parts - one of the vinyl pieces and also damaged the walls in my dining room and didn't fix the damage. ***** from ******** came out and looked at the damage on January 25, 2022. He then said he would have to order the damaged vinyl part and would come back on March 15, 2022 to fix the walls and install the part. He came back and fixed the walls, but gave me a story about how the part was there, then disappeared. So, he scheduled for January 24, 2023 to come out and install the damaged part. The part magically disappeared, and he scheduled for May 15, 2023 to order it again and install it. He never showed up. When I contacted ********, they said they didn't know what happened and my part was not there. So, they had to order it again and scheduled for today, August 1, 2023 to install it. They did not confirm and did not show up and are now ghosting me. They have not responded to my phone calls or emails about not showing up again today.******

  

  Business Response

  Date: 08/01/2023

  Hello, we have made contact with the homeowner and are working on a plan for for resolution.  They are aware of next steps and our path forward.

• Initial Complaint

  Date:07/27/2023

  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.

  My 97 year old father signed an agreement on April 20, 2023 for the purchase of windows with this firm. The agreement did not require a deposit and none was taken. The agreement states that he is financing 100% of the $35,287 value of the windows over 15 years. There doesn't appear to be any document that shows a monthly payment and what the total repayment would be over 15 years. I'm not aware that he provided them with bankings statements or his Social Security statements to verify income. He has no savings, his only income is $1400 per month from Social Security. This income does not cover his living expenses. How is it possible that a firm would give a 97 year old man a 15 year loan and how would he be approved for a loan when he wouldn't be able to make the first payment? My brother and I only found out about this 1 week ago when he asked me for $12000 because this firm was ready to install the windows. He did not understand that there was a financing agreement in place nor that the windows cost $35,287. While my father does not have dementia, he is not able to fully comprehend complex issues and gets confused if someone speaks too quickly. Both my father and brother have told this firm that they windows cannot be installed and the contract terminated because he does not have the means to pay for the windows. I am not an attorney but it seems to me that Renewal by Andersen is engaging in predatory lending practices by taking advantage of a 97 year old that cannot possibly make the monthly payments and will be forced into bankruptcy. Or maybe this firm is thinking they will attach a lien to the house and wait for him to pass away which won't be too many months away. It's disgusting. I've made several calls to ************ but hold times are lengthy and eventually the automated messaging tells you to leave a message.

  

  Business Response

  Date: 08/01/2023

  In working with ********, we were able to come to an mutually beneficial agreement regarding her father's project.   

  Customer Answer

  Date: 08/07/2023

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

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 4 slider doors including screens on July7, 2022 from Renewal by ********. Supposed to take 3 months. 6 months later I was told they were ready to install them. Installers took out all the old sliders, three from the 3rd floor and one from second floor. Brought up all new sliders. ***** assembling everything. Went to install and found out the doors were incorrect size but the frames were not. Took down 3 new doors to truck and brought up old. I door fit. Then reinstalled 3 old. I again waited for frames to arrive. March installers brought doors. Installed 2 doors. Last door required something, so installer scheduled to return the next week. Screen to that door didnt arrive so it had to be reordered. Spoke to the salesman who promised me money in return. He said he would apply his commission to my GreenSky loan. Promised it would appear in my next statement. It hasnt! ******** knows nothing about it; Ive spoken to them.It is June 19 th of 2023 and I am still waiting for the promised screen. Installers had me sign for them since they would not be the people returning to pop the screen in the door. Little did I know that initiated full payment of my loan to Renewal by ********. I am on the clock to pay without interest and I dont have all of my product.

  

  Business Response

  Date: 06/20/2023

  Good morning,

  Please see the response from our ************ retailer. 

  It looks like there was an issue with the product which was ordered back in April. It just shipped Friday so we can call to schedule now that we will have the parts as of tomorrow. 

  Respectfully,

  Homeowner Resolution Team

  Renewal by Andersen

  Customer Answer

  Date: 06/22/2023

   I am rejecting this response because: it does not satisfy the money credit promised me.
  
  
  

  

  Business Response

  Date: 07/11/2023

  Good morning,

  Our retailer has agreed to give the customer a $1000 credit to resolve the issue. 

  Thank you,

  Homeowner Resolution Specialist 

  Renewal by Andersen

  Customer Answer

  Date: 07/12/2023

   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.

  Customer Answer

  Date: 07/19/2023

  I have accepted the offer of $1000.00 return from Renewal by ******** for my 4 sliding door debacle. I have heard nothing further and received no payment from them. Would very much like to get this resolved. Thank you. 

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

  

  Business Response

  Date: 07/20/2023

  Good afternoon,

  Please see the below response to this complaint from our retail location *** ************.

  The check was sent to the wrong address by mistake. Theyre going to reissue the payment once the void goes through on the initial one. We should be able to have that resent by Monday (7/24/23).

  Respectfully,

  Homeowner Resolution Team

  Renewal by Andersen  

  Customer Answer

  Date: 07/20/2023

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

• Initial Complaint

  Date:06/12/2023

  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 5/22/23 I met with ***** (****************, Renewal by Andersen of Greater *****, and ordered 7 windows, a door, and a side window for $27k+. During this transaction ** stated the windows and doors wouldnt be available until around 11/23. Someone came to my home on 5/25/23 to measure.6/9/23 I called, emailed & texted, ** and ********************* to inform them that they should stop the production of my doors and windows since my home is have structural issues. My basement wall has a crack in it and must be repaired as well as the external stone wall that is breaking away from the front of the house where the windows and doors will go.5/22/23, ** noticed the crack on the livingroom window wall, but I didnt know it was due to the external stone wall was coming away from the home.I shared the letter from my lawyer who instructed me to stop any additions to the home because I will not know how the house will settle after the wall and removal of the in-ground leaking pool will affect the house. I do not know what measurements or even if my house would look the same.**s response to the emails, text, and phone calls is he could not stop production which I question since its only been 12 business days since measurements!! He also stated Renewal Andersen wouldnt charge me storage fees?!! Why would there be storage fees for products that wouldnt be ready or available until November 2023?As a professional businessperson, I called, texted, & emailed ** and the Renewal by Andersen ************ office right away on June 9th. I will NOT know what my home will look like, measurements of the door, windows or anything else due to the structural damage and to think what Renewal by Andersen is producing wouldnt fit my home is NOT ACCEPTABLE. Its unethical and disturbing that your company would think customers who has structural damage to their home would accept windows and doors that *** not fit or be the right size.Help me understand why this cant be stopped?!

  

  Business Response

  Date: 06/19/2023

  Good afternoon,

  Please see the below response from our retail location to this BBB complaint.

  Our project consultant has left him a voicemail and replied to his email. We do not sell a wood window, have wood window samples or reference wood windows on our contract. The homeowner was also shown a Fibrex window during the in-home demo so were not sure why there is a discrepancy now. Well keep you posted when he calls back.

   

  Respectfully,

  Homeowner Resolution 

  Renewal By Andersen

  Customer Answer

  Date: 07/18/2023

   I am rejecting this response because: This response is insulting on many levels, one I am not a male and the fact that the responses consistently address me as a male is insulting.  Second, my complaint is not regarding wooden windows, thus I am baffled and my original complaint wasnt addressed. These types of errors demonstrate the lack of professionalism Ive endured throughout this entire process. 
  
  Today I received a voicemail message from ***** at Renewal stating she was calling to schedule installation of my door per *********************** instruction.  I called ***** right away since I didn't understand the call.  I spoke with **** on 6/19/23 and reiterated the structural damage to my home foundation and the exterior wall that is falling away from the front of my home.  During this conversation, I told **** several times that I'd canceled ******************** and that I would NOT move forwards since I am uncertain what will happen to my foundation and front exterior. It appears ****** only concern is selling products?!
  
  On 6/9/23, 12:48pm I texted ***************** and called and left him a voicemail 12:53pm.  I also called ******* & ******** to inform them all to stop production which I was told wouldn't be available until 11/23.  I also sent them the email from my lawyer instructing me not to make any changes to the home.
  
  This entire situation with ****, **, and Renewal by Andersen has caused me more stress than I'd anticipated in this already STRESSFUL situation.
  

  

  Business Response

  Date: 07/20/2023

  Good afternoon,

  Please see the below response from our *** ************ retail location in regard to the rejection:

  Our VP of sales emailed her (****************) an updated price for just the door and again advised that the windows were able to be cancelled, but the door was too late. That was just on Tuesday (7//18/23) so I dont think that hes heard back from her yet.

  To ****************:

  I sincerely apologize for offending you in my last response to this complaint. I inadvertently copied and pasted a narrative from another complaint not related to yours and posted it on your complaint. That particular matter involved a male customer. That is why it refers to the homeowner as a male. It was not intended for you. This was my mistake, not the retail location, and I sincerely regret it. 

  Respectfully,

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

  Homeowner Resolution Specialist 

  Renewal by Andersen

  Customer Answer

  Date: 07/20/2023

   I am rejecting this response because:  ****, the ** of Sales emailed me an adjusted amount AFTER I received a call regarding installation of a door that I cancelled and CAN NOT USE.  I've provided my lawyer's documents stated I can not make any adjustments to my home.  I've also spoken with Yantel at Greensky, the financing company and we're all baffled why the door was manufactured since Andersen received noticed to STOP production.  ******** is also investigating this matter.
  
  
  

  

  Business Response

  Date: 07/21/2023

  Good afternoon,

  Our retail location responded to the BBB rejection below:

  The email was sent after because we had explained multiple times that the door was unable to be cancelled so we wanted her to know the updated total due for the product that we are unable to cancel/return. The door was already in production by the time she called in to ask us to cancel and it was too late to do so. The windows had a longer lead time for manufacturing which is why they had flexibility to be cancelled. The doors cost was $9,172.00. If she is refusing the installation, we can exercise the late cancellation clause in the contract and charge the late cancellation fee of 25% which would be $2,293.00.

   

  Respectfully,

  Homeowner Resolution Specialist 

  Renewal by Andersen  

• Initial Complaint

  Date:06/09/2023

  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 was to have a sliding glass door replaced at my home on May31st 2023. When the old door was removed old termite damage was discovered that needed to be repaired before they could finish the install. The next day a contractor did the needed repairs. Now Renewal is telling me I have to wait another 3 and a half weeks before they can come back out and finish the job because their install schedule is so tight. I feel this is unreasonable. I have already had to wait an extra month for them to start the project because they hadn't hired enough installers and now they want me to wait almost another month for the job to be completed.I live in a rural area and the door has gaps large enough for mice and scorpions to get in. I also have considerable heat gain coming through this 8 ft. south facing opening because it is not sealed up properly. I want them to free up someone to come out to my house and finish this job next week.

  

  Business Response

  Date: 06/21/2023

  Good morning,

  We received a response from our ******* retailer. Please see the following:

  Unfortunately our install calendar is fully booked and we have the ******* scheduled with our soonest available date, next Tuesday, June 27th.

   

  Respectfully,

  Homeowner Resolution Specialist

  Renewal by Andersen

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

• Initial Complaint

  Date:06/02/2023

  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.

  Purchased two windows for approximately $10,500. The workmanship was wonderful but our custom bedroom shade does not fit now which we were told would fit. Our understanding from advertisements is that the benefit of purchasing windows through Renwal is there is no middle man involved so if there is a problem you are not dealing with purchase of product versus contractor installing. Renewal will not fix the issue. Their employees have offered to try to help our of their own pockets!!. One offering to try to sand the trim to make it fit (what if that doesn't work and the trim gets ruined) and the salesman himself offering to pay for the shade out of his own pocket (at the price originally purchased years ago), This does not seem right to me that employees are obligated to pay for errors out of their own funds. No one from the company returns phonecalls other than the two ******* who offered their own time and money. It is over 2 weeks now and this issue is not resolved and we have no bedroom shade. To replace it will be very costly. What I need from Renewal is for them to either (a) install new trim to fit properly or (b) to pay for the cost of a new identical shade at the current price. Please note that I have never done this before and that I am extremely disappointed with Renewal's attempt to resolve this. I again reiterate, their workmanship and quality of product is wonderful, it is their business practice and not honoring their committment and as advertised which they express as a no hassle resolution to issues. Thank you for your time,