Complaints

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

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  Renewal by Andersen - St. Louis

  13397 Lakefront Dr Earth City, MO 63045-1514

  
• 

  Renewal by Andersen - St. Louis

  11800 Industriplex Blvd Ste 4 Baton Rouge, LA 70809-5185

• 

  Renewal by Andersen of Greater Arkansas

  7 Clearwater Dr Ste B Little Rock, AR 72204

• 

  Renewal by Andersen - St. Louis

  2260 N Burton Ave Ste 106 Springfield, MO 65803-5260

  
• 

  Renewal by Andersen of Greater Memphis

  4161 Senator St Memphis, TN 38118-6919

  

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:05/11/2025

  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.

  Business would not provide free estimate as advertised when they learned I needed to replace 9 windows from March 14th storm. No other companies will work on these windows. Stand by your product and provide the estimate so I can work with insurance on a supplemental.

  

  Business Response

  Date: 05/13/2025

  Mr. ************* are disappointed to hear of the frustration you have experienced and sincerely apologize. When you contacted us and mentioned that you have Andersen windows, our team should have provided you with their customer service information and alerted you that we are a separate division and specialize in different products and services. We apologize for missing that step. You can reach Andersen **************** at ************. 
  As Renewal by Andersen, we are still very willing to help you if you need anything further. If wish to speak with someone directly, you can reach out to *********************, Regional ISC Director at ************ and he will be happy to assist you. Thank you.

• Initial Complaint

  Date:02/19/2025

  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 ordered windows from renewal by ******** to replace the 2 windows or my front door and the master bathroom. The salesman said the sand color would match. It took 3 mos to get here and when they were installing them I told them they were not the right windows. The ******* said they had the cover to put on then it would be ok. When they had started that I told them the colors do not match and was told to call salesman. I talked to him the next day. When he came out , he agreed the color was not right and he would bring a sample by to match up the color. I have not heard from them again. I have called every week since and spoke the girl on takes my info and said she will have the salesman get in touch with me. I have not heard from anyone. I spent over $9,900 on 3 windows that do not match the colors of my windows and gutters. The house is valued at 450k. Its a terrible look and devalues the home.

  

  Business Response

  Date: 03/25/2025

  Ms. May,

  Per your conversation with our Internal Operations Manager, *******, we have ordered your replacement units and will contact you as soon as we have an estimated date of delivery. We look forward to completing your project to your satisfaction. 

• Initial Complaint

  Date:01/24/2025

  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 10 windows from ** in January of last year. I have 3 more windows to replace in order to complete my project. I was given, in writing, a two year price freeze. I contacted RA last week to order the 3 additional windows. ** refuses to honor their written price agreement.

  

  Business Response

  Date: 01/22/2025

  Dear ********,

  Thank you for bringing this matter to our attention. It appears that your purchase and agreement was made with a different *** affiliate or company operating in your area. Our company, Renewal by Andersen of *******, is based in ******* and does not conduct business in ********. We recommend reaching out to the affiliate or business in ******** where you initially purchased your windows to resolve this issue.

  
  Thank you for your understanding, and we wish you the best in resolving this matter.

  

  Business Response

  Date: 02/05/2025

  We have been in contact with the customer and were able to honor the original quote. Thank you! 

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:01/21/2025

  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 am filing a formal complaint against Renewal by Andersen regarding billing for installation failures. On 12/19/24, I had French doors replaced with a large patio door. The following morning, I contacted the company about significant air leakage through the door, which caused a whistling noise and falling temperatures in the room.While I was out of the country, a representative visited my home on 12/23/24 and confirmed that there was a deficiency in the installation, caused by bowing of one panel, frame, and a faulty locking mechanism. I was assured the issue would be addressed, but I am still awaiting the necessary repairs.Despite this, my first payment is due around 1/21/25, before the repair is completed. When I requested a 30-day delay in the payment, I was told by Renewal by Andersen's concierge to contact the finance company, Upgrade, who then informed me that, since I signed the install completion agreement, they could only mark the account "in dispute."Given the cost of the product, I believe Renewal by Andersen should assist in delaying the payment until the necessary repairs are made. I respectfully request that the BBB investigate their billing and finance practices and assist in resolving this issue.Thank you for your attention to this matter. I look forward to your prompt response.

  

  Business Response

  Date: 01/22/2025

  Ms. ************* due date for payment is determined by Upgrade and we are unable to change this date on our end.  However, we would like to offer you a credit for the delay in your repairs.  At your earliest convenience, please contact our Internal Operations Manager, **** *******, at ************.  We look forward to hearing from you. 

  Customer Answer

  Date: 01/25/2025

  The company has made an offer however I have not received verification the adjustment was made.

  I realized after reviewing additional documents, I was not given the promised interest rate for the home improvement loan, nor could I find any signed loan documents from Renewal by ******** or their finance company Upgrade.

  Customer Answer

  Date: 01/27/2025

  After further thought and investigation I discovered this was not the financial promotion I was to receive for this remodel project. I have no signed finance papers for Upgrade.  I was told I would receive 0% interest, and no payment would be due for a year. The promotion was to end 12/31/24. However, I was thrown off guard when I received a notice that the payment was due, and interest was more than 6 percent. My thought was to pay off the total cost by the end of the year interest free; that's why I agreed! I assume this was based on information that was sent by Renewal by ******** to their finance company. Wouldn't this be a bait and switch scheme?

  Thank you for the consideration

  
  

  Customer Answer

  Date: 01/27/2025

  Complaint: 22839127
  
  I have reviewed the business' response and am rejecting it because: not the finance offer I was promised when agreed on the project. There was a bait and switch. See additional information.
  
  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 01/28/2025

  Thank you for your response. We understand our service team has spoken with you about correcting the issues with your door. Our Vice President of Internal Operations will be reaching out to help resolve any other concerns you might have. 
  

  Customer Answer

  Date: 02/02/2025

  I had a conversation with the ** of Renewal by ******** providing me with two options which are currently under consideration. I am waiting on them to submit the information for next steps, based on the options that were provided.  The repair for the defective workmanship has been scheduled for 2/13/25. Their finance partner has placed the account in a dispute status at this time.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contracted Renewal By Andersen to install 8 windows, 1 regular entry door, 1 French door in October of 2023.Installed the 8 windows. Made 3 failed attempts to install French door. 1st attempt door opened the wrong way, 2nd wrong color/two-tone color/painting issue verified by project manager, 3rd attempt door had loose trim/defective ******** of this date, neither door has been installed. Company has refused to communicate to ANY requested info for customer. CUSTOMER HAS NOT SIGNED OFF ON COMPLETION but finance company has moved forward and is charging us for first draw to Andersen of $15660.00. I have asked several times for a breakdown of costs which the company refuses to supply. Contract has NEVER been revised to reflect this total. Company has not followed through with ANY "compensation" as they assured us they would. No follow-up after 3rd door install attempt. Company's claim that they have "in house installers" is false as all installs are subcontractors. I have made first payment as requested by finance company but I am still awaiting a breakdown of costs. This will now result in inaccurate figures from the company so that they can still collect the first draw. We continue to get sales propaganda from company and did receive a call from ****** *************] in the "prior customer department" on 11-21-24 asking about our experience. He said he would forward my concerns to a "senior agent". As of 12-9-24, no response.

  

  Business Response

  Date: 12/11/2024

  Our records indicate that we have tried contacting the customer multiple times throughout the course of the project.  The last message left was on Friday, November 22nd at 1:08 PM.  Please have the customer contact our Customer Experience Manager at ************ so that we may further discuss the completion of their project. Thank you. 

  Customer Answer

  Date: 12/29/2024

   I have left messages at the number you supplied but no one has called us back. This has been an ongoing problem with this company. 

  

  Business Response

  Date: 12/30/2024

  Our Customer Experience Manager left a message on Monday, December 23 and today, December 30th. At your earliest convenience, please return her call at ************. Thank you! 

  Customer Answer

  Date: 01/05/2025

  Complaint: 22662712
  
  I have reviewed the business' response and am rejecting it because:

  This company's response to the BBB is the same misguided and inconsistent statements that we have received in the past. i believe its a technique they use thinking the customer will give up. I have received NO FOLLOW UP CALLS since my claim to the BBB.

  They made several trips to our home accompanied by many different **** with endless titles. The job was never completed. Anticipating that this job would NEVER be completed, I have asked on SEVERAL occasions for a price breakdown of products that WERE installed. THEY WILL NOT SUPPLY. Therefore, they are now charging me without having any knowledge of whether or not the total equals the portion of what we are being charged.
  We NEVER signed off on completion of the project because it was never finished so I do not know WHAT they submitted to the finance company but it was NOT a compliance from us. 

  No one from ******** has tried to contact us on ANY of the dates they have listed. I will ONCE AGAIN call the number listed tomorrow, January 6th. I have yet to get ANYTHING but a voicemail. No one has ever taken my call.  
  
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 01/07/2025

  Ms. ****** thank you for taking the time to speak with our VP of Operations, ***** ******* today.  He is working with the local office to get copies of your paperwork sent to you. You have his contact info for further assistance.

  Customer Answer

  Date: 01/21/2025

  We received a call from a ***resentative approximately 2 weeks ago. He claimed that they still have the remaining items in their warehouse to install. He stated that because of our continued issues that his company would install the remainder of order for "free" but that we would have a balance of $2200.00+ that would need to be paid. Not sure how that equates to "free"??? As has happened over and over again for over a year, we are ONCE AGAIN in limbo. The *** said he had a few things he needed to confirm such as size and color and he would get back with us. We haven't heard a word since. 

  This is the standard. Another ***, more promises, "checking on order" and then back to no communication. It's ridiculous and very bad business. 

  

  Business Response

  Date: 01/22/2025

  Thank you for your response. We have not been able reach you to discuss scheduling. Please reach out to our internal ops manager **** ******* to schedule a time that is best for you. You can also contact our VP of internal operations ***** ******. He has emailed you his contact info. 

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Door Bought in August 2023. Had one issue in on 8/2024 was fixed. Submitted my claim on 9/19/2024 I have text to prove pictures were sent. These are the issues door is faded and peels, hole in screen door, was off tack. **** came out on November 15 took pics and said one of two things would happen with his report. Either it would it completely fixed or replaced. He said give him 4 day to complete his report and i did. Did not hear back so I contacted them. 2 more guys came out on the 11/27/24. More pics were taken by them. They said that they had to realign the frame to get the screen door to close right and they did. Also offered me oil rubbed bonze touch up paint but my door is all black. I could tell and i am legally blind. They promised to bring me some that same day and did not keep their word. None of the other issue got fixed that day. They said they would make another report and get it to warranty to get fixed. They also stated the screen door would have to be replaced completely. I ******** would have given more time if they last guys that came out would have keep their work and brought the touch up paint. Also I could tell they did not read ***** report because of their conversions caught on my security camera. If you have anymore questions please fill free to contact me.

  

  Business Response

  Date: 12/08/2024

  Our Management Team is aware of the customer's concerns and our Field Operations Manager will be present during the scheduled service appointment on December 17th. We are confident that all concerns will be addressed and resolved during this appointment. The customer can contact our Field Operations Manager directly by calling the Little *********** at ************.
  

  Customer Answer

  Date: 12/09/2024

  Complaint: 22634705
  
  I have reviewed the business' response and am rejecting it because: once they come out on the 17th and the issues I have are satisfied then I will change this. But until then I cannot accept it. Considering theyve been out more than one time to take pictures. And not hold up with the sales person has told us what happen in our situation.
  
  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchase windows in February of 2023 the windows leak air and was not installed properly they have been out multiple times to try to fix the problem but have not been successful. I have new video of windows with candles on the window sill and the flame is moving around like crazy they were recorded yesterday which was October 29th. I also have a bent window frame and I'm assuming they are not going to do anything about that one because they just told me the window frame was bent and nothing else has been said or done & that was 7/31/2024. I would like them to replace the windows or refund my money and when I get the new windows installed I will have them put the their windows aside and they can come pick them up. I have some new videos but it will not let me upload them.

  

  Business Response

  Date: 10/31/2024

  Ms. *****,

  Thank you for reaching out and for being patient as we are waiting on your replacement screen to be shipped. Our local office will be reaching out to you by Friday 11/1/24 to set up a visit with our Operations Manager, *** *******, and a member of our Installation team. They will review the window frame referenced and any other concerns you may have.

  Customer Answer

  Date: 11/14/2024

  The business did come out to my home but did not fix the issue. 

  

  Business Response

  Date: 11/14/2024

  Mrs. ************* wind test performed on all 8 units during our team's visit showed no indication of leakage.  You mentioned you would be emailing videos showing the air infiltration you noticed to our Operations Manager.  At this time, he has not received the videos.  At your earliest convenience, please email those to ******************** We will be happy to send our team out to reassess the situation. Thank you and we look forward to hearing from you. 

  Customer Answer

  Date: 11/22/2024

  Hi

  I emailed videos to *****************************

  I was told that you would not expect the videos.

  
  

  One of the guys that was here the other day had said that there was no caulk around the window frames & that might be where the air is coming from. He said there were a few holes where he could put his pinky finger in it. He also said they should of ***** ** around all of the windows frames when they were installed.

   

  
  

  
  

  Thanks 

  

  Business Response

  Date: 12/09/2024

  Mrs. ****************    We are sorry that you still have concerns regarding your project.  While our leak test did not expose the issues we were looking to identify, we would like to continue our investigation into your concerns for your project.  The best way for us to do that is to expose the rough openings of the units in question and attempt to identify any areas of concern involving the mounting area, shimming and/or insulation.  We will be able to inspect the units for defect and determine if resetting and/or replacing  the units is needed.  Should issues of that nature be identified, we will be able to discuss and remedy those situations at that time. We will be reaching out this week to discuss this option further. Thank you. 
  

  Customer Answer

  Date: 12/14/2024

  Thank you, someone did call Thursday to schedule a full day of work but I don't have any vacation days at this time. I asked her to call me back tomorrow/ Friday and I will schedule a day in January. I am waiting for her to call back.
   
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 02/13/2025

  I should of known better than to say that I was satisfied before you even finished. The last contact with you was a text message December 23 @1:55pm and I responded at 2:07 pm on the same day. 

  When you did the wind test, if you notice you have a lot of tape on the corner of the windows, unfortunately that's where most windows leaks , not just mine but typically that's where most Windows leak air. 

  I was also told over a year ago that my kitchen window frame was bent and was going to be replaced and told again in November. They have taken the one of the windows out and shaved/made it smaller than it down and then reinstalled it, it made it better but still doesn't function properly. 

  The last time they were out I pointed it out to you and they agreed with me that there was a problem with the window. They pointed out to me on a couple windows that they were really tight (maybe that's why they don't function properly and leak air) 

  They keep telling me what they think I want to here but never do anything about fixing the problem. I was also told over a year ago they were going to compensate for all the time I had to miss work. 

  I really think it's time that I get money back so I can get windows that functions properly and not leak air. I don't want any more people trying to fix something that just doesn't fit properly. 

  

  Business Response

  Date: 02/20/2025

  Our Chief Operating Officer will be contacting you today via email. He looks forward to hearing from you so that we may find a happy resolution to your concerns. Thank you.

  Customer Answer

  Date: 02/25/2025

  They are scheduled to come out on March 7th and said they will have everything to my satisfaction and if not they will come back out to do so.

• Initial Complaint

  Date:10/21/2024

  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 steel door (order # ********) and paid $2,449 initially on 11/8/2023 and then 1/10/2021 for the same amount. I started having issues with the door where there was a gap between the door and the door frame and when they came out to inspect it I was told the wooden panel should&#**;ve been replaced to handle the weight of the door. Nobody has come back to replace the wooden panel and I keep getting the run around. I don&#**;t have an appointment until November 7th, 2024 which concerns me as the weather will be colder by then.

  

  Business Response

  Date: 10/22/2024

  Mr. ************** are disappointed to hear of the frustration you have experienced and sincerely apologize.  We anticipate satisfying any concerns at our upcoming visit this Friday, October 25th, and look forward to providing you with the signature service you expect from Renewal by Andersen. As always, feel free to contact us anytime at ************.

  Customer Answer

  Date: 11/05/2024

  My issue has been resolved. 

• Initial Complaint

  Date:10/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are receiving marketing lists in the mail addressed to Mr ******* **** or Current Resident. We have lived at this address for 3 years. Mr **** has not lived at this address for 5+ years and has passed away. I have mailed, emailed, chatted, and called this company asking to be removed from marketing lists. They are not removing the address from their marketing lists. They are continuing to send mailings in the wrong name and to a resident who does not want their product. Ultimately, we do not want mailings from this company, have our information sold or distributed by this company, or be involved in any other marketing lists/mailings from this company or involving this company. I have made multiple requests and they have refused every single request. We want to be removed from the lists and no longer receive any mailings. Even mailings market Current Resident. We want to be completely 100% removed in every aspect from their marketing campaign(s).

  

  Business Response

  Date: 10/11/2024

  Mr. Sherrer, thank you for bringing this to our attention. It is our policy to add anyone who does not wish to be mailed immediately to our suppression list. Sometimes advertisements are already printed before we receive requests. Our Marketing Department will add you to our suppression list today. 

• Initial Complaint

  Date:10/08/2024

  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.

  In 2023 we was visited by sales person ****** ******* who was trying to sell use new windows and doors he explained to us we should go with his company due to the fact they have a lifetime warranty and its transferable to new owners of the home so since we was verbally told this we agreed found out today 10/8/2024 that he lied and there is not lifetime warranty only a limited 20 yr warranty if we was told this from the beginning would not have got with this company

  Customer Answer

  Date: 10/08/2024

  Springfield Missouri Location 

  Customer Answer

  Date: 10/08/2024

  Renewal by Andersen of Southwest Missouri

  
  2260 N Burton Ave #106, Springfield, MO 65803

  

  Business Response

  Date: 10/11/2024

  Dear Mr. Verdine we appreciate you reaching out and we understand you have spoken with our VP of Internal Operations Kerry Steele. We will send you his information again for future concerns.
  
  Our written warranty is one of the best in the industry covering parts and Labor, as with all warranties there are terms, conditions and exclusions that may apply.
  
  We will follow the terms and conditions of our warranty, but also review each claim or service needed that may have unforeseen circumstances and help find solutions for our customers.
  
  Please reach out to us with any future service needs.