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.

close

Find a Location

Renewal by Andersen, LLC has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Renewal by Andersen, LLC

  1920 County Road C W Roseville, MN 55113-1321

  
• 

  Renewal By Andersen of Los Angeles

  18700 Crenshaw Blvd Torrance, CA 90504

  
• 

  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

• 

  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: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.

  June 16,2022 was last contact I had with them , this time on messenger. I even sent them a picture and received no response. This had started along time ago. They put in at 44 inch window with only one 4 inch pull handled. The window cannot even with a man trying be pulled up with just a four inch window handle. I have windows with 33 inches that have two pull up handles placed so two hands can be used to open the window. They keep telling me my contract stated one handle, I thought like other windows it would be a long handled. It was not so much a problem except this summer I could not open the window using only one hand and one handle. I had called ******** windows and was told i had to call renewal direct . I did , got now where. I even put my complainant on there ******** advertising to warn people. I paid alot of money for this window, the convienced me to replace the two windows with one big window. Yes I regretted making that decision based on what the sales man told me because now I can't open or use this very expensive window.

  

  Business Response

  Date: 10/05/2022

  We are reviewing your request at this time

  Customer Answer

  Date: 10/05/2022

   I am rejecting this response because:
  
  a contact was made to day to me from Renewal by ********. They want to add pull handles to the current window. This would make 
  the window look unacceptable. I paid for a very expensive window and I want it to look right. They convinced me to go from two windows to one big window. They refuse to replace the bottom half of the window only. The person I talked to was rude , refused to give me to a supervisor after being asked several times . She talked over me when I was talking. They keep repeating that they it was in your contract. They are a business who know what is right. I have had other window companies who said  this is not proper for the type of window to have only one 4 inch pull handle for such a large window.  This window is useless.  
  

  
  

  
  

  

  Business Response

  Date: 10/06/2022

  per your conversation with ******** we are ordering you a replacement **** and will let you know when it arrives. thanks.

  

  Business Response

  Date: 04/03/2023

  Our Operations Supervisor spoke with *****************************, and we both agreed to us ordering a new sash with two lifts.  

  Customer Answer

  Date: 04/07/2023

   I am rejecting this response because:

   

  they called and claimed they never received my answer about the window which was a lie. I was told it would take a few months to get the new window, they never made any contact , they told me that  no one ever called when they did. I want my money back now so I can get a new window I can open. They only have to replace the bottom window it should not have taken over five months. I gave them the benefit of the doubt and they took advantage  of it. To solve this problem I want a full refund for the window. I will happily have them come and pick up the window after I get it replaced. This company needs to be investigated further by BBB.  
  

  
  

  

  Business Response

  Date: 04/10/2023

  Thank you for the notice. We will reach out to the customer as soon as possible. 

• Initial Complaint

  Date:09/13/2022

  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.

  We had replacement windows and screens installed in May of 2021. We noticed during the first few months that we were getting signficant condensations and bugs inside as well as loud flapping noises and we called to have a service technician come. A technician came and told us that sometimes the house needed time to adjust to the new windows and that this was normal. We went through the winter and by spring of '22 we were having the same issue and were having a significant amount of flies and insects in the house each time we opened the windows and also noticed flapping in the screens each time we had any wind outside. We called again in early April and asked for someone to come to check things out. It took until the end of May for someone to come. On May 28th someone from Andersen came to visit and spent nearly 2 hours at the house measuring windows and taking pictures. This technician told us that all of the screens except one were the wrong size and that was why they were flapping. a manufacturer mistake He said they were measured wrong and that we needed new ones. He told us he would report this and we would receive a call from the company as to when our new screens would be installed. We didn't hear anything so we put in another call. Andersen told us the first tech didn't take the correct pictures so another technician needed to come and sent another on June 27th. This technician ***** spent 3 hours and told us 15/17 screens needed replacing at no charge to us because the company measured wrong and 2 needed bug traps but couldn't be replaced because they were already tight enough that any tighter would cause the screen to break. He said we'd hear shortly about when they'd be installed. We waited a few weeks and called supervisor **** said we were all set to give him a week to get the order in. This was August 18th. Today we are still waiting andNeal told us today that if we want new screens we have to pay for them because we are past the 90 days

  

  Business Response

  Date: 09/15/2022

  We have spoken with this homeowner and are working diligently to rectify the issues that were summarized.  

  Customer Answer

  Date: 09/16/2022

   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:09/08/2022

  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 contracted Renewal in April 2022 to replace 10 windows (7 sliders and 3 sliding glass doors). We waited 3 months for products to be available. On July 13th, a 3-man crew showed to do the installation. They were at our home from 8am - 10:45pm. It was pitch black outside when they left. They wanted me to sign off on the job before they left but I refused because I couldn't see what they did. I watched as one of them picked up nails off the drive and threw them onto the roof. I went up the next day to retrieve them and then inspected the work. Not one window or door had been caulked and the walls had been deeply damaged in some areas. There were also minor issues with material color and a scratch in one window. They promised to order replacement parts and send someone for the outside repairs. Painters were supposed to contact me within 72 hours. My next in-person contact was 7/28. The supervisor came out & did an inspection. He immediately called the office and told them the job was FUBAR (his words, not mine) and promised me resolution. They sent someone out on 8/9. When I inspected his ***** there was still unfinished caulking and none of the patches were done. The painters did not show until 8/12 (a month after they were supposed to and only after I hounded them) and left one door unfinished, unpainted, uncaulked along the top. The supervisor came out himself & did the outside patches. I told him I'd take care of the inside repairs myself but I still wanted the parts and outside caulking done. The village came and did their inspection and we FAILED. $35,000 and weeks of hounding these people to get this job done and we FAIL. Now they are not only causing us aggravation, but costing us money. Supposedly a 2nd village inspection comes with a $50.00 fee. Renewal's response is they will be out in October. That is unacceptable! Their own supervisor tells them the job was screwed up, the village fails the ***** **** are still not a priority.

  

  Business Response

  Date: 09/13/2022

  Hello, we are working on verifying the parts have shipped and once we confirm this week, we will attempt get a sooner service date for you. Thanks for your patience

  Customer Answer

  Date: 09/13/2022

   I am rejecting this response because:  First and foremost, I have been patient for 2 months and this is the same response I get from them every time I make contact.  Second, the parts are the least of my complaint.  I understand what COVID has done to the industry.  If there is a delay with the parts, I can live with that as long as I have a guarantee that at some point in the near future I will receive them.  What I am most angry about is the caulking.  How many more storms do we have to go through before they send someone out.  They keep talking about having to pull people off other jobs and loss of wages.  That is Renewal's problem.  I've paid them and they need to follow through.  And just in case this corporate office doesn't understand, it will take these people longer to set up the ladder than it will to finish what caulking is left.  And that is their supervisor's estimate, not mine.  I work 7 days on and 7 days off (an 80 hour week).  This is my on-week so I have limited availability, but next week starting at 9am Monday morning, I'm here all day, every day.  And the outside work you don't even need me here.  *** D'******* (spelling?) is the supervisor and knows what needs to be done.  Finish the job and I go away!
  
  
  

  

  Business Response

  Date: 09/26/2022

  Hello,

   

  Looks like we came out last week and took care of the caulking. Unfortunately the hardware was lost in transit and has been reordered. 

   

  Thanks

• Initial Complaint

  Date:08/30/2022

  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.

  I purchased a whole house installation to include all windows and front door plus screen door. Cost was $24,310, date of purchase: 8/31/21 , installations 3/7/22 and day before Thanksgiving (11/22). Since April 2022 I pay Green *** $1301.91 every month.I NEVER was shown how the windows function nor how to take out screens for cleaning. My biggest complaint is that I have been unable to use my FRONT door with the keys given to me. I need to go through my garage to get into my home. I have called the local people ( I think in ***********) to absolutely no avail. I have NEVER been able to speak with a representative but placed on hold for an average time of 10 to 15 minutes. Then a recording comes and suggest that I leave a voice message for a return call. I have NEVER gotten a return call from anyone from Renewal. I cannot use my front EVER which means that groceries, etc. plus dog must be brought into my home through the garage. This is totally unacceptable and I want it corrected. So I called the Better Business Bureau for assistance. Hopefully I will receive a result!!! If not I'll contact my representative . I think he will help since I'll be working on his campaign.My Name is ********************* **************************************************************** Telephone # is **************. email: ********************

  

  Business Response

  Date: 08/26/2022

  Good Morning,

  I would love to be able to help, but this customer did not purchase windows and doors from our location. She needs to contact the location in **********. We are a separate entity that only operates in the Greater Philadelphia area. I am sorry that I cannot be more helpful.

  THank you,

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

  Customer Answer

  Date: 08/26/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 17682587
  
  I am rejecting this response because: I assume that Renewal must have an office in ********** region (***********) so I don't see why they cannot forward my complaint to them. Sounds like shuffling  me and clearly irresponsible. I want them to contact the *********** office with my complaint as soon as possible. Since Winter is just around it's's even more important that I can use my front door.

  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 08/31/2022

  Hello,

   

  Our team has reached out today to schedule a time in the near future to assess your situation.  If you did not have an opportunity to talk with them, you can call them back at ************.

   

  Thank you,

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

• Initial Complaint

  Date:08/29/2022

  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.

  I received a flyer for a window evaluation and quote. I called to schedule an appointment, but was needed to schedule the onsite visit a month out. They told me that they only schedule appointments one week in advance and that they would call back around when I was available. I provided my mobile number for the call back. I received 3 to 4 phones from RenewalbyAndersen every day. They also obtained my direct office and were calling that number after not answering my mobile number. I asked them to stop calling and I would reach out when I was ready. The harassment went on for weeks until I scheduled the appointment. The consultation was helpful, but I elected not to use their services. I am continuing to receive several calls a day on both numbers. I need the harassment to stop.

  

  Business Response

  Date: 08/30/2022

  Good morning,

  We apologize for the emails and calls and have removed your information from our mailing, advertising, and email process. We have also reached out to our affiliate location in Greater Philadelphia to do the same. It may take **** days to be fully unsubscribed. 

  Again, we apologize for the inconvenience. 

  Respectfully,

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

  Homeowner Resolution Specialist

• Initial Complaint

  Date:08/24/2022

  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.

  I had a quote from renewal by ******** for two semi-circle windows. They advertise that the quote is valid for a year and they don't honor it. - I called the office twice, for an appointment and in both cases the customer service representative mentioned that since I have a quote they will connect me directly to the office to pick up the project as the quote is valid for one year - The consultant came to my house and I mentioned about ******** one year quote policy. The consultant told me that the quote will honor the retail price (whichever is lower that would be given to me) and they will not honor promotions. The consultant gave me a new quote that was different than before. When I questioned in, the consulant told me that the previous consultant had built the quote incorrectly (meaning, not right windows). I thought this was just an execuse for not honoring the quote.- I sent an email to the ******** sales team and no response.If a company don't want to honor previous quotes, that is fine. However, at least, no false advertisement

  

  Business Response

  Date: 08/31/2022

  Hello,

   

  We have been trying to reach you regarding this matter...please check your voicemails and return the call to the phone number provided. Thank you.

• Initial Complaint

  Date:08/24/2022

  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 purchased brand new ******** windows from this company in August of 2020 and spent almost $30,000. Since the installation, we have had nothing but problems. Not even four months after installation, in the middle of winter, we had several windows inside the house start to frost/ice over (INSIDE THE HOUSE!!). We called them, they came out to evaluate, said they ********* of the windows, but all others were fine and it was NORMAL for the windows to get ice on the inside (NO IT IS NOT). Still nothing has been done about this problem to this day. This summer, we began the process of listing our home for sale as we moved out of state (we still own the home, it hasn't been sold yet). My husband went to remove the "decorative" shutters from the outside of the house and noticed that the people who installed the windows caulked all around the shutters instead of caulking the windows. Once again, we filed a complaint, had a "manager"come look at the problem and he told my husband and myself that that is not a good quality job and that he fired 75% of the crews that they had because they did horrible work. So therefore, none of the windows were insulated or caulked and therefore have been leaking since installation 2 years ago. Who knows how much damage is done to the inside of our house and inside the windows!!? He then told us, we'll just cover up the mistake and the problem and order custom shutters to cover up the caulk and the siding that was ruined. Are you kidding me!!! Since then, I've tried multiple times to contact someone higher up at the company and left several messages for someone to call me back to make this right. My husband and I are responsible for paying the $30,000 for the windows and the job that was done is nowhere near the $30,000 price. I would NEVER recommend this company to anyone. The customer service has been terrible.

  

  Business Response

  Date: 08/26/2022

  Good morning,

  This homeowner's contract is with our affiliate location, Polar ************ **** I have reached out to that location and learned that the retail location is actively working with the homeowner on a resolution. If additional service is needed please reach out at ************.

   

  Respectfully,

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

  Homeowner Resolution Specialist

  Customer Answer

  Date: 09/02/2022

   I am rejecting this response because:  They are not actively working with me on this matter.  The only thing they have done is order new shutters to "cover up their mistake".  I have asked that someone reach out to me from their accounting department as I feel I should compensated and given money back for the terrible job that was done in installing our $30,000 windows.  Yes, the shutters need put up, but I am still waiting for a response/call back from someone who can help me with the money we have spent on these windows and compensating us for all the problems.

  
  

  Customer Answer

  Date: 09/02/2022

  We have a loan through ********, whom Renewal By ******** got us approved with when we agreed to purchase their product

• Initial Complaint

  Date:08/24/2022

  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.

  Bay Window installation was done improperly without support system. Windows will not close after being opened. Ongoing for two + years, Have had two service managers (*********************** and ***********************) come to view the issue and rectify. Nobody has rectified. First Supervisor claimed they just needed to be adjusted. Second Supervisor told us the Bay Window has a heavy sag occuring preventing the windows from linning up and closing properly due to lack of propper support system. Paid for a support system (top mounted cable instead of L-bracket) that was sold to me but I am now being told that system should not have been sold to us as it does not work with our house structure. Was told this would be fixed months ago now and initial installation of this Bay window was done over two years ago. I have been patient as I can and have taken 5 days off of work to meet with them with no fix yet.

  

  Business Response

  Date: 09/07/2022

  We appreciate this Homeowners patience with our resolution to the bay and window issues.  During our recent visit we were able to rectify the issues with the bay and windows to the Homeowner's satisfaction.  

• Initial Complaint

  Date:08/19/2022

  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 purchased a picture window with 2 casement windows. Both window operators failed, one at 11 years and one at 12 years. They have a 10 year warranty. I'm just trying to purchase parts. I started by calling the number on the window. No response. I called Andersen Window in WI and was told that Replacement by Andersen is not the same as Andersen and was transferred. After typing my zip code, I was on hold 1/2 hour and and finally just left message. No response. I finally found another number and again, typed in my zip code and they did actually call back, but they said they didn't service my area. I have been given and called 7 different numbers and transferred twice, each time typing in my zip code along with other menu options and of the 3 that actually called , was told each time that they didn't service my area. The last one that I called, In Valley View, I explained my issue and was told that I would be able to speak with an actual person and she even took my phone number so that if we got disconnected, she would call back. I was on hold for several minutes and finally got a recording stating that they couldn't help me at this time and to leave a message. I received no call back. I'm just trying to purchase parts. What difference does it make where they are located? Last May, I purchased 2 universal operators from Andersen Window in WI. They were $40 each, made in ********** received them in a few days, but they won't work on my windows. I took apart one of my original operators. There are 3 small gears that appear to be made of aluminum. There is absolutely no lubrication on the cheap, obviously not made in USA gears. The ones that I received from Andersen are full of grease. There is no way to contact a parts department for Renewal by Andersen. I now have a $2300 window that I must go outside to close. Very deceiving that these windows are not actually Andersen. Andersen was very polite and easy to deal with unlike Renewal by Andersen.

  

  Business Response

  Date: 08/23/2022

  Good morning,

  This customer's contract is with our ********* office. I have reached out to them and learned that replacements parts have been provided to the homeowner at no cost. If additional service is needed please reach out at ************.

   

  Respectfully,

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

  Homeowner Resolution Specialist

  Customer Answer

  Date: 08/23/2022

   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:08/18/2022

  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.

  We ordered our windows in Feb 2022. The price came to $30,000 which in my opinion is way too much for a small house. The salesman convinced me these are the best quality and other suppliers are junk. So I went for it since this is probably our forever home. They were installed in May. I was surprised how quickly the installation team put them in. They seemed to be in a hurry to leave. All in all they did good work but left some holes in the walls. I had to ask them to fill those in. Not great service. Then a week or so later I noticed some of the wood trim came loose from the wall. So I called customer service to have someone come back to fix it. No big deal I thought. Well its now a couple months later and no one has come. I text my salesman several times for help. He claims they recently changed their customer service and they are having problems. The installation team is very busy with jobs so they cant come. Thats c*** They took my money and now could care less about me. The salesman stopped replying to me as well. I am ******. I want a partial refund and someone to fix the problem asap. I also want others to know about this experience. If I could go back in time I definitely would not order from them. Can you help me?

  

  Business Response

  Date: 08/19/2022

  Hello,

   

  We are in the process of reviewing your project and someone from our service department will be reaching out by end of day Monday, August 22, to discuss next steps.