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 has 16 locations, listed below.

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  Renewal by Andersen, LLC

  1920 County Road C W Roseville, MN 55113-1321

  
• 

  Renewal by Andersen

  190 East Touhy Avenue, Suite 101 Des Plaines, IL 60018

  
• 

  Renewal by Andersen

  190 East Touhy Avenue, Suite 101 Des Plaines, IL 60018

  
• 

  Renewal by Andersen of Detroit

  48679 Alpha Dr Ste 150B Wixom, MI 48393-3455

  
• 

  Renewal by Andersen LLC

  2814 Merrilee Dr Ste A Fairfax, VA 22031-4415

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/01/2023

  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.

  Installation of new windows done on 11/2/2022. Workers broke a new sliding glass door, installed 2 torn screens, 2 missing screens, and 1 sliding screen door is torn and the other does not slide properly. The workers also did not use drop cloths, staining the brick patio with glue. We had to clean up interior spaces Renewal has not been helpful resoving issues. Their only response is that the part is on order and they will call ** when it is available.There is a history of unreturned calls. We contacted the ***** office's manager, but he delegated further communications to subordinates that cannot help.I do not believe if the parts were ordered in November they cannot be delivered in seven months, when it took less than five to get the entire order of 20+ windows.We have had a piece of cardboard taped to our sliding glass door since November. I feel at this point we should have a firm date to complete the work, or negotiate a different payment that excludes work not completed and materials not delivered.

  

  Business Response

  Date: 06/02/2023

  Good afternoon, 

  This customer's contract is with our affiliate location, The ******** Corp.  We have reached out to them and they have informed us they made contact today with the homeowners.  Product is on order and should arrive at the retail location June 14th.  Service will be scheduled after product has arrived.  If additional service is required, please reach back out to The ******** Corp team at ************. 

   

  Respectfully, 

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

  Homeowner Resolution Specialist

   

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November of 2022, Renewal by ******** came to our home to address a leaking window that damaged the wall and flooring. The employee of *** said they must remove the stucco exterior around the window, and reflash the window in order to fix it. Subsequently, two different sets of *** employees came to our home and basically recalked the glass without removal. Additionally, they sent out Got Wet Dry to assess the damage. This company used a moisture meter and detected that water was indeed coming from the window.It then rained again, and the window leaked again. Since that time! I have been trying to both have the window fixed correctly and have the damaged wall and floor replaced. I have spoken as recently as a week ago with their offices to no avail.

  

  Business Response

  Date: 06/08/2023

  Good afternoon,

  Our Renewal by Andersen retail location is actively working with the customer to resolve this matter. Communication is ongoing and the customer is receptive. 

  Respectfully,

  Homeowner Resolution Specialist 

  Customer Answer

  Date: 06/08/2023

   I am rejecting this response because:

  ******** contacted us only after and we scheduled a replacement installation for August 7. We then made plans for travel. They called again and the installation would not be available until August 11th. Our travel begins August 11th. Because of yet another delay and us being out of town, its 8/28. Please remind them this began In November of 2022!

  They made no mention of repairs to the interior wall or flooring. Until such time as they actually do what theyve repeatedly promised- we have absolutely no faith in their reliability. 
  

  Please note months elapsed from their employee ***** contacting me - I HAD To TRACK HIM DOWN. HIS EXPLANATION WAS HIS SISTER DIED SO THATS WHY WE NEVER HEARD FROM HIM. While were sympathetic, ******** only has this one employee? To follow up? 
  

  Again this began last year; when they arrive and complete their work we will accept their statement. 

  
  

  

  Business Response

  Date: 06/19/2023

  Good afternoon,

  Below is our retail location's response to this BBB complaint. 

  This homeowner is currently on the schedule for 8/28 due to a ship date change. We are replacing the entire unit that is leaking. We do not want to do repairs prior to the replacement as it continues to leak. This was communicated to the homeowner on 6/6 and 6/5 discussing the process and the dates. We are happy to follow up with him again.

   

• Initial Complaint

  Date:05/22/2023

  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.

  This is in regards to the ******** ** location. I reached out to a salesperson to have windows measured and receive a quote. However, the events that followed are deeply concerning. It appears that the salesperson took advantage of my lack of understanding about computers and electronic documents.After discussing affordability concerns, the salesperson mentioned the possibility of arranging financing and proceeded to fill out a contract and installment agreement electronically. This action was not clearly explained to me, leaving me unaware of the nature of the documents I was presented with. All I was left with were some brochures, which did not adequately inform me of the agreement's terms.Several days later, I received a copy of the installment agreement in the mail, and upon reviewing it, I discovered a high interest rate that had not been disclosed to me. I chose not to proceed with that financing option. It is important to note that this visit occurred on April 19.To my surprise, in the first week of May, I received another package containing an executed contract with an e-signature that I did not agree to. This delivery arrived well beyond the four-day cancellation period, further complicating matters. Additionally, a few days later, I received the executed installment agreement contract with the down payment charged to it. It is crucial to emphasize that I did not agree to any of these documents, and was not aware of the implications of an e-signature until my son explained it to me.In an attempt to resolve this issue, my son has written letters and contacted the company over the phone. Regrettably, the company has been uncooperative and refuses to cancel the agreement.

  

  Business Response

  Date: 05/23/2023

  Thank you for the information we will contact the customer as soon as possible. 

• Initial Complaint

  Date:05/11/2023

  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.

  June 2022 Ive hired this company to remodel 11 windows in my house. The sale process took over 7hrs to finalize paperwork when its a cash deal. Parts took 3 months to come in. 2 wrong u its were ordered 3 times. 10 windows were poorly installed and it leaks air. I have reach out to the whole staff from the sales person/ sales manager/ General Manager/ and the ** of the company. They have sent 6 techs to check the work, and 5 of their technicians said windows need to be reordered as those are no longer good. The only offer Ive got is to replace the rover seal and thats all. THIS HAVE BEEN GOING OVER A YEAR NOW. Now the financing office have sent me 3 letters to pay the remaining balance which is 10%. I have tried to reach out to the owner to see if they know about this corruption inside their company. I have tried to solve this issue with now problems, but clearly they are asking for it. Let the law get it done.

  

  Business Response

  Date: 05/12/2023

  Good afternoon,

  This response is from our Southern *********** Renewal by Andersen Retail Location:

  We have completed this project. This customer ordered insert windows, which we installed, and is complaining about air infiltration which is coming from outside of our window.  We have been to his house numerous times to try an explain this to him, but he will not listen. He has an outstanding balance which is now in collections. There is nothing else from a construction perspective that we need to do here.

  Respectfully,

  Renewal by Andersen

  Homeowner Resolution 

• Initial Complaint

  Date:05/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had replacement windows placed by renewal by Andersen in December 2022. Almost immediately after placement the windows started having a loud popping noise from them. It happens randomly but was loud enough to wake my from my sleep. I am hard of hearing. Since then we have had four repair specialists come and go without any change in the popping sounds. The last visit was with an area supervisor and repair specialists under advisory help from a regional service manager . I have been persistent with calling their headquarters in Minn. but with no avail. Now they want the same service manager have a virtual appointment with the same regional service manager to do another possible repair. I am tired of this. It is a huge inconvenience for me and my family. We have to commit a day every time this occurs. I have made myself clear about this. The windows are not up the quality this company states and want an upgraded version, in hopes this will stop. Why on earth would I want to replace my current windows with the same type when there is a possibility the same events would reoccur. Then I would have to go through this same tedious process. My wife sat in her chair and actually caught the sound of this happening. We submitted this to ******** renewal already. I have patiently tried to work with these people but they are not listening to me, the customer. With the price I paid for these windows, I expect a premium product. The information set for on their web site and stated by the company representative does not match with the customer service I have received.

  

  Business Response

  Date: 05/09/2023

  Cleveland Install Manager ************************* contacted the customer on 5/8/22 to work out a resolution. Customer has agreed to having 2 fixed windows replaced with 2 new picture *************** expecting a 4-6 week timeframe for ordering and manufacturing of the windows. **** will be the customer's direct contact as the customer has both his office and mobile number. Once we receive and inspect the windows, install will be expedited for the customer. 

  Customer Answer

  Date: 05/09/2023

   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:04/24/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a contract with Renewal by ******** in ******* on 11/22/2022. We called for an update about 4.5 months in because we had not heard from anyone. No one returned our call, so we had to call again about 1 week later. We finally got **** to call us back just to tell us that they never filed for a permit, and we would now have to wait another 6-8 months. This would take us about 1 YEAR to get the windows installed. We told **** we just want to cancel and get our money back. We also said we would like to get a full refund of our CASH deposit of $12,320 and for them to cancel the loan of $10,000 for the rest of the cost of the windows. At that point he seemed frustrated, and my husband asked to also speak to a manager or Supervisor because he was being rude and short with him, and he said he would have someone call **. We have not heard from anyone yet about the status of our refund or cancellation. I would also like to point out that we would NEVER of had our credit run if we had known this would be a 1-year process. My husband and I own a business ourselves and we do not run our credit unless we know we absolutely want something because each hard inquiry hurts our credit score. I have never seen such bad customer service. Not once did they try to make this right with ** in anyway.

  

  Business Response

  Date: 05/05/2023

  Retail spoke with this customer on 5/4/23 and the customer confirmed that their refund has been processed. The customer has since signed up with another company for their replacement windows. 

• Initial Complaint

  Date:03/07/2023

  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.

  February 2022 we contracted with renewal by Andersen to purchase and install whole house windows and doors. A third-party contracting install company came and installed all windows and doors within a 12 hour period. On completion of work during our walk-through with the installation crew, they pointed out they did not have the trim to finish on the exterior garage door and they had also forgotten to pick up the screen door for our slider. We were informed they would return to fix the trim And to install the screen door. after insulation crew left we noticed around 25 drywall and insulation screws and nails left in our driveway which we discovered had punctured tires on a friends car causing over $1200 in damage. Within a few days, the quarter round transition piece, installed under our new front door had started to pull away with its nails exposed causing scratches on our newly installed flooring. ******** returns 2 weeks later to install the screen door for the slider, but made no mention about fixing the trim or about looking at the quarter round transition piece, a few weeks later, we noticed our outside lights on our deck that are on either side of the slider that they had installed no longer worked. We inspected our fuse box and noticed that there was no longer a connection between the fuse box, and the light switch then we found out that the electrical had been severed inadvertently during the installation of the slider. between the last 11 months we have tried multiple times contacting ******** to have these issues resolved, through email as well as phone calls. We have financing through a 3rd party with no interest for 12 months from the completion of the project. Renewal finally sent someone last week, over 12 months since installation, to take pictures and hear the grievances. We have now been told our warranty will cover the problems. We dont believe that our project has ever been completed, therefore our interest should not have started.

  

  Business Response

  Date: 03/09/2023

  Thank you for the information we will reach out to the customer as soon as possible.

• Initial Complaint

  Date:02/17/2023

  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.

  On 8/3/22 we signed a contract to install all new windows in our home at a price of $27,727. We knew that Renewal by Andersen is significantly more expensive than their competitors but we were promised by our sales person ************************* that we would have our windows by the end of November, beginning of December at latest. We have home security cameras documenting this promise by her. The date kept getting pushed back due to manufacturing issues. We had also been told that Andersen doesn't have these issues like competitors as they have a closed loop system and manufacture all their own products. The installation date was pushed back time and time again due to manufacturing issues and back orders. We were finally scheduled for 2/20/23. We have been more than patient and understanding but today 2/17/23 we received a call asking to split our installation date as they still don't have all of the windows in. We cannot take that much time off work and it would be a huge burden to our young children as they are special needs. We are now trying to set a date on the week of 3/13/23 and are incredibly dissatisfied and frustrated by this experience. We paid a premium price for a premium product and have had a negative experience from the minute we signed the contract. Communication has been non-existent and guarantees have been broken again and again. We are incredibly let down by this experience.

  

  Business Response

  Date: 02/28/2023

  Good afternoon,

  This customer's contract is with our ********************** retail CORO location in *******. We have reached out to their location, and they have informed us that they have spoken with the customer and "she is in better spot." They scheduled her for installation and will follow up with her to make sure everything went well. If additional service is required, please reach back out to the ******* retail team at **************.

   

  Respectfully,

  Homeowner Resolution Team

  Renewal by Andersen

• Initial Complaint

  Date:02/15/2023

  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.

  My elderly mother, whose husband had passed a way a week earlier, met with an Renewal by ******** salesman on 11/28/22. She was given a brochure and quote for windows. She signed some forms on IPAD but does not remember what she signed, she also has trouble seeing and hearing. She never received the signed copy of the any of the paperwork, including the notice of cancellation. Someone did come measure for the windows and the sales person stopped out at her house 2 weeks ago and she told him she did not want the windows. She got a call yesterday the windows were made and they would have to be installed. I got a copy of the contracts yesterday from the salesman, and ******** plans on charging her $42,000 for windows, and a door on a small 50 year old rambler. We have no idea what the interest rate is on the financing. I have talked with ***************, supervisor, and he said a lien would be put on her house if the windows weren't installed. She never gave them money or activated the financing account. I asked *************** who i could talk too above him and he said if I called it would just be forwarded to him. I'd like to talk with someone about the ********* "cooling off law", which states the seller is required to give the buyer their right to cancel in three forms, an oral explanation, a receipt containing certain information about your right to cancel, and two copies of a completed Notice of Cancellation form. My mother never received a receipt containing information about her right to cancelation. *************** told me by her signing an IPAd that was enough notice. I'd like a response as soon as possible as *************** has threatened a lien if the windows aren't installed soon.

  

  Business Response

  Date: 02/17/2023

  ***** and I connected yesterday, and I presented her and her mother with a few different options to move forward with the project with Renewal by Andersen. She will be thinking about those options and getting back to me with how she wants to proceed.

   

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

  Operations Manager

  Renewal by Andersen

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

• Initial Complaint

  Date:02/06/2023

  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.

  We received a new window this fall because our old window was broken in a storm in May 2022. In late September of 2022 the new window was installed. The installers did a horrible job installing causing the window to bow, leak air and draft. The way that they pounded and forced the window into the opening was alarming. My Dad was here to watch the install take place and he said that something just wasnt right and he knew something was wrong with the size of the window and the way they were having for force it in with such force. We have requested repair three times. The first two times installers came and serviced the window. After both repairs the window is still drafty and you can hear the wind coming through it. I have submitted a third service request today. This window is defective and a replacement is needed. I am also requesting our money back since they have not completed their end of the deal. We have a brand new window that is not functional. We have had nothing but issues with this company. Thank you, *********************

  

  Business Response

  Date: 02/20/2023

  Our apologies. We sent the request for a response to the wrong retailer. This has set us back on our response time. We sent the complaint to our affiliate retailer *************** **** today and are awaiting their response. 

  Thank you,

  Homeowner Resolution Team