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

  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:02/02/2023

  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.

  I had new windows installed in August, 2022 for $53,000. In November when it started getting cold I noticed cold air coming in at the bottom of the windows. There was ice building up on the frames of the windows. I contacted Renewal By ********. Someone has been out twice and now they say they have to order parts and I will have to wait in line for them to schedule the repairs. I ended up putting up plastic on my windows. I contacted customer service and asked for a managers name and number and they won't give it to me. I have asked a manager to call me and they haven't. For the money I paid them, I want someone in authority who can make decisions and light a fire under someone to get this resolved to contact me. I want to be treated like a valued customer. I want a sense of urgency on getting repairs made. They could pay for the increase in my electric bill for heating a house with cold air pouring in, for the plastic I had to put on the windows, for my wasted time in having them come over twice with no results and the many hours I have spent on the phone trying to get the issue fixed.

  

  Business Response

  Date: 02/22/2023

  Good afternoon, 

  There was a service appointment completed 2/20 at the home.  

  If additional service is required, please reach back out to your service department to schedule a visit. 

   

  Respectfully, 

  **** Most

  Homeowner Resolution Specialist

   

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Opened our patio door to let dog out, now the door will not close properly. Coldest day of the year and called company. Suppose to call back. Heard nothing from them

  

  Business Response

  Date: 01/10/2023

  Good morning, 

  This customer's contract is with ********************** Midwest.  We have reached out to their location and they have informed us that service on 12/29/22 was cancelled by the homeowner and rescheduled for 1/16/23.  If additional service is required, please reach back out to the Renewal by Andersen Midwest team at ************.  

   

  Respectfully, 

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

  Homeowner Resolution Specialist

   

• Initial Complaint

  Date:12/07/2022

  Type:Product 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 ordered nine windows and one patio door from Renewal by Andersen total price was $48,366. The products were installed on 9/19/2022. There were a huge number of workmanship issues...overall a poor job of installation. I pointed out all of these things at the conclusion of the install job to the site lead. Additionally, I spoke with the representation (*****************************) that was seeking final payment about installation and product quality issues. She assured me that Renewal would follow-up and address ALL of my issues. During this call I did pay the final invoice as I believed Renewal by Andersen would honor their word. Two days later, I get a email from Renewal By Andersen ... "Im so glad to hear that your installation went well! "... I replied that the installation did NOT go well. A couple of days later I received a call regarding my concerns. Renewal by Andersen did send someone out and we walked thru the entire install and I expressed my concerns with the poor workmanship and the poor product quality. The specific product quality issue is related to the noise level. I live on a busy street and the noise level inside with the Renewal by Andersen product is unbearable to the point that I cannot sleep. Almost all of the poor workmanship issues have been corrected. However, no one has given me a follow-up or resolution to the noise issue. I sent an email to ***************************** and *************************** on November 25, 2022, neither of them replied. No one has followed up with me.

  

  Business Response

  Date: 12/14/2022

  Good afternoon,

  This customer's contract is with our  location in *******, ********. We are currently working with this location to develop a plan. Someone will be reaching out the homeowner shortly. 

   

  Respectfully,

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

  Homeowner Resolution Specialist

  Customer Answer

  Date: 12/18/2022

   I am rejecting this response because: I do not have confidence that the company will reach out as they have indicated.
  
  
  

  

  Business Response

  Date: 12/28/2022

  This is still in process. We have sent our Service Supervisor out to the home with a technician to confirm proper installation. Our notes and documentation have been sent to our Homeowner Resolution Team. 

  Customer Answer

  Date: 12/28/2022

   I am rejecting this response because: Renewal by Andersen has had more than enough time to reach back out to me. Yes a technical did come out, but he also said some one would be following up with me regarding a solution.  It takes very little effort to pick up the phone and speak to me.  This appears to be their tactic ... "someone will follow-up with you" But they never do.  I have paid a hefty amount for these windows.  It's unacceptable that they continue to ignore my issues.  This is becoming a health issue.  I need a resolution now. 
  
  
  

  

  Business Response

  Date: 01/18/2023

  Good afternoon, 

   

  Our retail leadership has been in contact with the homeowner.  A thorough inspection was completed and found that the product is performing as designed.  Our service and installation leaders are staying in touch with our homeowner.  

   

  Respectfully, 

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

  Homeowner Resolution Specialist

   

  Customer Answer

  Date: 01/22/2023

   I am rejecting this response because: Renewal by Andersen's response is not Satisfactory. I do NOT accept their response.  Renewal by Andersen has been telling me that they were going to have someone contact me after my complaints regarding the windows. That did not happen, hence I filed the compliant with the BBB.  No one from Renewal by Andersen has reached out to me since I filed the complaint with the BBB.  In their response on 12/14, they indicated that "Someone will be reaching out the homeowner shortly. "  That NEVER happened.  I want Renewal by Andersen to honor their commitment regarding the quality of their product and customer service.
  
  
  

  

  Business Response

  Date: 02/07/2023

  Good morning,

   

  We have another Installation Leader that will be reaching out to the homeowner. 

  Customer Answer

  Date: 02/10/2023

   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.  However, Please note that Renewal by Andersen has continued to state that someone will be in contact with me.  This complaint was filed over 2 months ago.  Why hasn't someone been out to my house to honor their word and installation/product warranty?  

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called customer service with multiple numbers a representative told use to call for window service/repair and no one has gotten back to **. No representative that I talk to at renewal by ******** can help me and they say it's a service issue and call this number **********. I have 3 numbers I called and it all leads to same voice mailbox that no one will return a phone call. How can I just get replacement parts for a window from Renewal by ********. Is company still in business?

  

  Business Response

  Date: 11/17/2022

  Good morning,

  I have spoken with the local office in ********** and learned that service has been scheduled to address the issues.

   

  respectfully,

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

  Homeowner Resolution Specialist

  Customer Answer

  Date: 11/17/2022

   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:11/11/2022

  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.

  Contract was signed 2/24/22 for 2 entry doors, a patio door, and storm door order # ******** for $21,155. June 3rd: The doors were installed, Without the screen for the patio door June 3rd: ******** was paid in full, although it was a mistake on my part, as the installation had not been completed due to missing screens June 7: I was advised the order for the missing screens has been submitted submitted. Estimated arrival: 4 - 6 weeks July 20: It was my understanding the screen was in and to be installed July 20th. That did not happen as the appointment was cancelled because I had not responded. It was then agreed and scheduled for August 2nd. Aug 6: A technician arrived to install the screen for my patio door. He then advised me that he discovered that the wrong screen had been ordered Oct 19: We have located your two screens. I would like to have **************, ****, out on 10/31 to put those in. He can arrive between 3:00PM and 5:00pm to take care of this. Will that work ? Let me know. Thanks. I agreed to the install on Oct 31.Oct 28: Received a call from ********, The scheduled install for my screens is cancelled due to and issue with the screens.Nov 7: I requested an update from Andersen and received the following: My apologies, as it appears the screens are here and fine, but the track that they need is not received. We have an estimated shipping date of 11/21/22. I will keep an eye out and reach out once it is received. Usually withing ***** days of that estimated ship date. To summarize: - Poor to no communication from Renewal by ********, I the customer has had to initiate most of the requests for status and updates - Renewal by ******** has no external or internal escalation process. Contacts are well hidden by ********

  

  Business Response

  Date: 11/10/2022

  This complaint needs to go the ******* Location.  We did not sell this customer.  All ********************** locations take customer service issues very seriously.  This complaint though needs to go to the correct location so that follow through can be completed.  If you have other questions, I would be happy to help.

   

  Thanks,

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

  President

  Renewal by Andersen of **********

  3307 ***************

  ****** ** 61604

  

  Business Response

  Date: 11/16/2022

  Thank you for working with our service team to get this completed. ****** will be a great resource for you as we work towards resolution.

  Customer Answer

  Date: 11/17/2022

   I am rejecting this response because:
  
  The job is not yet completed. I was advised on Oct 30 that instalation of my screen door on Oct 31 had been cancelled due to a rail for the screen door needs to be ordered. Target ship date is November 26th.

   

  I cannot accept this as a resolution as this has happened twice before. Each time creates a month delay. This Company has no means to internaly expedite an issue. This has gone on since June of this year. 

• Initial Complaint

  Date:11/07/2022

  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.

  I ordered a beige doorwall in Feb. 2022 at the cost of $4689. They installed a white doorwall. I talked to the sales woman that I had windows that were beige on the out side and white on the inside. My deck is brown and the 2 ft over hang around the house is beige. My gutters around the house are also brown. She put down the wrong code and I ended up with a white doorwall. My sales woman came out a week later and held up the sample I had picked against the doorwall and she took pictures. From what I understand she never showed her boss and I was told she was on a medical leave. I have gone around and around now for months and all I get is we will look into it and nothing happens. I have explained the problem to a number of people and they all say they will get back to me. They never do. I want either a replacement or a monatary compensation.

  

  Business Response

  Date: 11/17/2022

  Good afternoon,

  This homeowner's contract is with our ******* location. I have reached out to their executive team, and they are looking into the project and will reach out to the homeowner in the near future. 

   

  Respectfully,

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

  Homeowner Resolution Team

  Customer Answer

  Date: 11/30/2022

   I am rejecting this response because:
  
  I have not been contacted by anyone from renewal. 

  

  Business Response

  Date: 12/02/2022

  Good afternoon,

  I was informed that the Sales Manager has worked with the homeowner and confirmed the colors were that which was ordered. 

   

  Respectfully,

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

  Homeowner Resolution Specialist

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October of 2021 we had a salesman from Renewal by Andersen came to our home to sell us windows. Our previous windows were drafty and had mold growing on the caulk and framing due to the condensation coming from the windows. We agreed to a purchase order on a whole home install which included 11 windows and a sliding door. We were told they were behind on orders and the install would not be until end of February of 2022. We called multiple times to check the status and grew frustrated as the communication was spotty and we eneded up speaking with a ***************************. Who said he would help us figure out the details and get them expedited and be at our home on install date. Which was not until end of May 2022. The install team worked quickly and everything seemed good. ********* was here and then left as we had no issues at the time. Then came our slider. The door was incorrect the items they had brought was two stationary panels and a wrong handle to the door. We waited for multiple hours with a sliding door hole in my home until a door from the office was installed to temporary seal the house up. This was drafty. In August 2022 a technician came to our home to install the correct panels and they were warped and 1 panel we previously have was incorrect yet. In October 2022 they called to try again however we are running into issues on our end to install as we are expecting a baby any day. We are now scheduled for end of November 2022. We were promised a deduction in the total charge but they will not speak on it. Our financing has ended and they expect up to reopen a loan to get billed the remaining amount and the project is not complete. Our screen to the door will still be missing and our screen on one window is already falling out and our bay window has condensation much like our original windows. Employees are very **** and communication has been lake there off. It's been a full year and still not complete just added stress. Help us get this complete and fixed.

  

  Business Response

  Date: 10/25/2022

  Good morning,

  This customer's contract is with our Greater ******** location. I have reached out to their location and they informed me that service has been scheduled. After the completion of the service, a member of the executive team will be reaching out to discuss the job and agree on a resolution for completion. 

   

  Respectfully, 

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

  Homeowner Resolution Specialist

• Initial Complaint

  Date:10/12/2022

  Type:Product 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 4 windows and 2 door walls replaced about a year ago. Double hung windows slide back down when opening and 1 door wall was installed incorrectly. Still haven't been fixed after several attempts and always having to order new parts that are on back order and take several months to get every time. One of my door walls has divots everywhere they used the nail gun to assemble the window. Installers got spray foam on the wall during installation. Renewal did offer to cover the cost of repainting but we are waiting for all other issues to be resolved so we don't have to repaint multiple times.I always have to call them to find out if my parts came in. Every time, I'm told something like "Yes, they just came in and I was about to call". Most recently, I called 2 weeks after the expected date of the new parts coming in. Took 12 days to hear from someone about scheduling the install.I've been asking to speak with a manager for almost 3 weeks. Every time, I am told someone will contact me but still no call. When I ask to be connected to a manager, they say they have no way to transfer the call.Try to call for anything and wait on hold for up to an hour before even talking to a live person. Why are the managers hiding from the customers? We paid 1/2 up front and financed 1/2. The salesman said we would not be charged the second half until the job was done and we were satisfied. Started getting the bill (deferred interest so we haven't made a payment yet) before some of the parts on back order were even installed. Apparently, it's after the job is done or 6 months after signing the initial contract, whichever comes first. Since their finance company charges *****% interest, I think it's only fair to expect the same *****% (compounded monthly of course) deducted from my entire bill from the time of initial installation until now since I have been without working windows and a door wall for almost a year.

  

  Business Response

  Date: 10/13/2022

  We are going out to the home on October 18th to complete all outstanding issues. Our Service Manager is in the loop on this project. 

  Customer Answer

  Date: 10/19/2022

   I am rejecting this response because:
  
  They sent someone out to fix my door wall. Service person did not know they were supposed to fix my windows also. They tried adjusting them, but they still do not work. I had to call twice and leave a voicemail before I could a response back from the company to address my still non-working windows. Still no resolution on how they will fix the problem or compensate me for loss of use of my windows and door wall for over a year and lost time for continually taking time off work to be home for them to not be able to fix the problem multiple times.

  

  Business Response

  Date: 10/20/2022

  Our Service Supervisor just spoke to the customer. He is going out to the home, with a service technician, on November 3rd. 

• Initial Complaint

  Date:10/10/2022

  Type:Customer Service 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 windows replaced by Renewal by ********************************** branch. Contract started 3/13/22 and installation of windows completed 6/22/22. ***************************, the sales person notice the seals around the sliding doors on Master and dining area beneath venyl siding needs replacement. He said that ******** can fix that for us because it can be treated like a window repair and added to the contract. $600 was added to the contact to have the seal replaced. Since then, we have been calling the project Manager ****** to have the status regarding completing the job. Initially, they have the project status "completed" , however we informed them the contacted job, was not completed. When they installed the Front door windows, cracks were made when they installed the windows. We asked for them to return to repair the cracks and completed the other items on the contract. Months later from June 22, 2022, ****, the contractor with ******** reported they cannot do the job, so we asked for a refund. I have been calling the project manager directly was impossible, always not available, so I called the company directly to reach ******. ****** will say she will call you back for follow up the same day, and it never happens. I am always calling. It has been a couple weeks of calling and still no status of the refund. I don't recommend dealing with this company because they don't fulfill their contracts; they don't call you back, and take your money.

  

  Business Response

  Date: 10/12/2022

  Good morning,

  This customer's contract is with our *********** location. We have reached out to them and they informed us that they have spoken with the homeowner and service is in the process of being scheduled. If additional service is required, please reach out to them at ************. 

   

  Respectfully,

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

  Homeowner Resolution Specialist

  Customer Answer

  Date: 10/13/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, they have finally responded back to me and made promises to resolve. I am not yet satisfied until I get the refund and repair the cracks on the front door windows that were install. I will follow up with BBB once the work and refund is complete. They reported to schedule someone to come out next Thursday to repair the cracks and will process the refund still pending. 

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a picture window over six months ago when it was supposed to be installed at the end of July. They started billing us no one called us back apparently management takes weekly vacations. The window was brought today for installation and it was broken we are now being told management is on vacation and cannot deal with this for another week and we might need to wait another 1-4 months before installing while they continue to bill us. We need help. We would like a billing adjustment, the business to take this seriously and management to contact us and to finish the job already.

  

  Business Response

  Date: 10/05/2022

  Hello,

   

  We have not requested funding from your lender so I'm not quite sure where the billing inquiries are coming from. It appears we have you scheduled for service for 10/12 and our supervisor ******** reached out and left a message on Monday.