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 has 5 locations, listed below.

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• 

  Renewal by Andersen - St. Louis

  13397 Lakefront Dr Earth City, MO 63045-1514

  
• 

  Renewal by Andersen - St. Louis

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

  
• 

  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 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:10/10/2022

  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.

  We hired them to replace windows. We signed the contract in February. We had a problem with a certain window in the kitchen. They said they would take care of it. We spent $38000 for the work to be done. They have only completed half the work. They did not have all the materials to complete the job. They have not lived up to the contract that we signed. They are telling me they should not have taken on the job due to the nature of the work being needed. The manager agrees with us. They told me they specialized in this type of work.

  

  Business Response

  Date: 10/17/2022

  We were out at the project today and believe we have a solution to the rotten wood problem.  If this is not the case please contact me.

   

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

• Initial Complaint

  Date:08/31/2022

  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.

  October 2021- ******* came to the house and demonstrated windows and materials; we discussed buying one get one 50% off. He told us he could offer us 25% off each to save us more. ******* stated everything should be in about January, installed in March or April. We didn't hear from ******* in December, and *** called and was told everything should be in March, not January, as first described, due to COVID and transport from Canada. We were never told he never put the second order in, nor did *********. May, and we were told they would install it on June 10th. When he spoke to ***** (SP), someone in the installation department canceled it because they didn't have the screens, and Renewal does not do partial installations. Then it was scheduled for July, but the only date they had we would be out of town. This time we were told it would be a two-day installation because it was a big job: August 15th and 16th. Then again, with no confirmation, my husband *** called, and they said it would be a one-day installation on the 16th; they had a large crew coming between 7-8 AM.
  I then received a text stating they would be here between 8-9 AM. We moved all the furniture in each room and downstairs, where we had to adjust things due to my disabled 91-year-old father. We had to make arrangements to get him out of the house. On August 18th, they located one slider and the living room window. The second sliders were shattered and had to be re-ordered and expedited, and they would have the panels within 30 days at most. We requested what they found to be installed now. The soonest they could do was September 1st. Now we found out today the living room window was ordered wrong, yet we are charged the higher price of the one we ordered. I have contacted Corporate Pres. **** ****** as well in detail. Renewal provided a partial install, with no paperwork at all by Andeson. Plenty of emails and calls to support all aligations plus more. Ten months later, JOKE!

  

  Business Response

  Date: 09/13/2022

  It is our understanding that there is no outstanding issues with the project.  If there is issues that need to be addressed please call me at ************

   

  ***** ******

  General Manager

  Customer Answer

  Date: 09/20/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: We have never received copies of the original contract or amendment of the add-on. We still are missing two large items living room window because it was ordered incorrectly and couldn't be caught because of, a lack of documents. We still have no proof of the actual cost of each window. Two windows of different sizes are both considered standard for their type we are being told the cost is the same. No proof of 25% off each item that was to be installed. The sliding glass door still missing as well. I received a call being told they were in and would be installed on September 26th. Minutes later someone else calls my husband and tells him the window won't be in until the week of October 26 and the door panels won't be in until 24th October. It has been over a year come Oct 13th and the employee turned over and lack of legal contracts or proof of pricing we were shown on an IPAD in Sept. 2021. No one can provide. I sent emails from ***** who from what we are being told is related to the owner of the St.Louis franchise owner. We have received no compensation 

  
  For the failure to meet the legal documents or multiple cancelations
  

  for several installations. They have a guarantee of installation and service that they have broken. For all, we know we are being priced gauged. Because the priceses do not line up from what we were told. But the sales manager wiped out the salesman's IPAD when he quit without downloading contracts or customers. 

  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:08/19/2022

  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.

  In June of 2021, I had Renewal by Andersen install 17 windows and a patio door at my residence, total was around ***** dollars. In early October I noticed that a screen on my garage window (window 101 on the order sheet) was made too small and pops out from time to time. The locks that hold it onto the window frame can not retain the screen. I called on October 8,2021 to Renewal by Andersen, to report the issue and a gentleman, who is no longer there, said he would order a new one. 6 months passed, I call again, as the weather was warming up. I spoke to a young lady name **** (?) and she the gentleman no longer worked there and she would re-order the screen and try to expedite it. Two weeks later after not getting a call, I call back, **** informs me that she couldnt get the screen expedited and it would be later June before I would receive it. I waited till July, I called and spoke to *******, she apologized that **** no longer works there and she would place me on hold and see if it was in. She came back after some time, yes, I held on for some 15 minutes and she informed me that the screen was there. ******* transferred me to *****, who does the scheduling and I left a message. She called back and said she would schedule a service call. Before I continue, all I am wanting is the screen, dropped off, and I can install it, providing it is made correctly. So I get a e-mail from ***** telling me that a gentleman by the name of ******* would be coming by on August 5th to drop the screen off. August 5th comes, no screen delivered to my house. I e-mail again to ***** and not getting a response on August 9th, I called her direct number, got her voice mail, and like magic, she is trying to call me. She informs me that supposedly the screen is on a truck and could be at one of their 4 warehouses(????). Now I still have no screen and no fulfillment of a warranty.

  

  Business Response

  Date: 09/13/2022

  It is my understanding that the project is complete and that any issues are corrected.  If this is not the case please call me at ************.

   

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

  General Manager

  Customer Answer

  Date: 09/14/2022

  Complaint: 17744450
  
  I am rejecting this response because:
  
  Renewal By Andersen has not honored their warranty and I have not received a warranty replacement screen after ******************************************************************** fact it was never ordered. I will only consider the complaint resolved once I receive a replacement screen and a call from a Manager which has never happened each time I have called. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/16/2022

  Type:Customer Service 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 total of 8 windows from this company. Four were the wrong size, the fifth one they were able to get in along with the balance. They did take a $1000 off. They eventually came back get everything fitted properly. However, I wanted the mullions on the first four on the outside of the house as well as the inside and the outside ones were missing. And there was a broken lock. I have tried many times contacting them about these issues and they are not returning my calls or messages. I spent a lot of money on these windows, $20,000 and I'd like for them come and make these simple repairs.

  

  Business Response

  Date: 09/13/2022

  We would like to take care of the project if there are outstanding issues.  Please call me at ************

   

  ***** ******

  General Manager

• Initial Complaint

  Date:08/12/2022

  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.

  On 12/18/2021 I purchased a custom window from Renewal by ********. In order to secure the transaction, I had to place a deposit of $1,947.00. I knew at the time there were delays in production and shipping so that was expected and wasn't a concern. The problem is that the window arrived to the Memphis Andersen location on 5/16/2022 and to this date (8/12/2022) I have not gotten an install date. I found out about them receiving the window when I called for an update and they told me it arrived that day and that someone would be calling within 2-weeks to set up an installation time. After 3-weeks with nobody calling, I called back and was told they were behind and someone would call in 2-weeks to set up a time. Nobody called so after waiting 3-weeks I called again and was told they were behind but my information had been given to the office manager. On 6/23/22 the office manager emailed and said she was working on a date and would get back with me. I didn't hear back so I sent several emails and on 7/11/22 the office manager responded that she had turned it over to the production manager. He texted me later that day and asked for pictures of the window so he could make sure his team had everything they needed so I was hopeful we were about to get it installed. Last response I had from them was on 8/4/22 when the production manager responded that he would know more on Monday (8/8/22) and reach out then. I didn't hear anything from them so sent an email to both the production manager and office manager on 8/8/22 and as of 8/12/22 I haven't received a response. They've had my window in their possession for 88 days and they've had my $1,947 deposit for 236 days and I can't get them to respond as to when they're going to install.

  

  Business Response

  Date: 09/01/2022

   We have spoken with this customer and are meeting with him to decide if his geometric window can be installed.  If the unit can not be installed we have advised him we will allow the contract to be voided.    This should be addressed by 9/8.      thank you