Complaints

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

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  Renewal by Andersen of Central North Carolina

  4250 Regency Dr Ste 101 Greensboro, NC 27410-8165

  
• 

  Renewal By Anderson

  2909 Orville Wright Way Wilmington, NC 28405

  
• 

  Renewal by Andersen of Central North Carolina

  105 Sigma Dr Garner, NC 27529-8543

  

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:12/19/2022

  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.

  First, I will never hire - and I strongly advise against hiring - Renewal by Andersen. We originally contacted Renewal by Andersen in June/July for a window install. Someone came out to do an estimate within a week. After that, it took 2 months of repeated calling to get measurements done. That happened in August. Just last month (November) the installers arrived two hours late. Though the windows were installed there are obvious issues. First, not all of the molding was installed, so some windows don't have any. Second, not all of the molding has the same cut. For the windows themselves, a lock/latch is broken. There is one screen that was installed torn and another screen that has caulk stained on it. The installer said Renewal by Andersen would contact us about the fixes but we have heard nothing from them. We have called and texted but have not gotten a reply and it's been over one month.

  

  Business Response

  Date: 12/21/2022

  We have everything noted in regards to the services needed on your project.  Unfortunately, we do not anticipate having all of the needed materials until January 27th.  We are happy to tentatively schedule this appointment for any day thereafter.  We are sorry that the November 19th install wasn’t able to be completed seamlessly.  We will contact you today regarding scheduling.
  
  Sincerely,

  Ellen ********* 

  Operations Manager

• Initial Complaint

  Date:12/02/2022

  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 entered into a contract for all new windows for our home during our renovation in January 2021. We had approximately 10 different visits with crews and contractors to get the installation done properly. The initial crew did not install the windows appropriately and several had to be taken out and reinstalled. We finally have the windows installed appropriately and the work completed. There were several pieces of the windows that broke including locks that had to be replaced and issues with border, trim inside and outside the house. We asked for an itemized list of the windows cost as we feel we only should pay for the windows and not for the install at this time. Since it took over a year for the windows installation process to be completed. They have only offered $1700 off of a $34,000 project. We feel that we were owed more than that for the inconvenience. We have asked for $10000 off.

  

  Business Response

  Date: 12/05/2022

  While there were extenuating circumstances and challenges in completing the project we returned to the home as many times as necessary and have completed the work to meet the terms of the agreement.  We provide an all inclusive price of labor and product due to the fact that we don’t sell product without installation. 
  
  We did in fact provide courtesy discount for the delays and inconvenience as well as paying for a painter and providing additional painting as needed, despite the fact that it is clearly stated in our agreement that ‘under no circumstances do we paint or stain’.
  
  The warranty for this project is in full effect and we remain at the ready for any future issues.

   

  Ellen *********
  Operations Manager

• Initial Complaint

  Date:11/29/2022

  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 purchased multiple windows from Renewal by Andersen on April 11, 2022, including 1 picture window. We live in ********** **. The picture window was hand measured and copied for muntins based on the existing window. We live in an HOA community with strict regulations. The window that was placed by Anderson was measured incorrectly and was extremely different from the window ordered. We immediately received a complaint from the HOA. The salesperson Kas *******, apologized profusely and immediately acknowledged the problem. After several weeks and 2 phone calls the window was remeasured. After several months with no contact the 2nd window was delivered incorrectly made and had to be taken back for replacement. After this 2nd error, the salesperson, Kas, said he would have corporate contact me. I am still under scrutiny by the HOA and have received no window, no updates, and no contact from Corporate.I am requesting 2 items:1) Resolution of the placement of my picture window with the correct measurements of the muntins as initially contracted.2)Contact by Corporate Renewal by Andersen with a % off our original purchase based on the frustration these errors have caused me. We did not get any discounts on the windows. We received delayed financing which was also done incorrectly and had to be renegotiated by the salesperson and the financing vendor they use.I certainly will not be using Renewal by Andersen again and will be sharing my experience with others.Thank you for your help.**** *******

  

  Business Response

  Date: 12/02/2022

  We are very sorry for the delays in correcting the grille pattern on your picture window.  We are looking to complete 12/2/22.  We are happy to assist in communicating with your association in any way needed.
  
  Thank you for your patience and understanding.
  
  Ellen *********
  Operations Manager

  Customer Answer

  Date: 12/07/2022

   I am rejecting this response because:
  
   The windows were installed but the measurements of the grills were still one inch off and did not match the agreed upon dimensions 
  
  We only allowed the placement of the window because we’e do not want pressure from the HOA since we’ve already received a letter. I would like the contact information for Andersen corporate complaint department.

  

  Business Response

  Date: 12/12/2022

  I have left a message for Ms. ******* as we haven’t been able to connect to see what they believe to still be incorrect.  We will do whatever is possible to correct the issue.

  Ellen *********
  Operations Manager

  Customer Answer

  Date: 12/13/2022

   I am rejecting this response because:
  
  
  
  
  I received a call/VM from Ella ******** yesterday and have not reached out to her as yet. I plan to call her today

• Initial Complaint

  Date:11/21/2022

  Type:Sales and Advertising 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.

  This company is the epitome of deceit! A few highlights of our experience over 18 months suffering through incompetent contractors and negligent management for our $95,000+ project. Subpar service, knowledge or lack thereof regarding the scope and magnitude of our project, and incompetent “craftsmen” who butchered installation work! Mismeasured and sloppy install of custom doors and windows (not level, not opening, sloppy smeared black caulking all over our white siding). Window dropped damaging interior stairs. Windows and doors installed without exterior trim leaving siding exposed for over ONE YEAR causing water damage which we as homeowners have to address now! Contractors attempted to install materials not agreed upon in our contract on THREE separate occasions! Later determined they never ordered the custom materials after ONE YEAR of waiting! Significant breakdown in communication between customer care, production, services/billing department, etc. Non-responsive to emails and customer care is a joke – constantly chasing them for updates! After bringing our concerns to the COO, Darryl, we were told, “these things just happen sometimes” and offered an insulting 2% discount. Kelly ****** was supposed to setup another meeting with Darryl to discuss a pricing accommodation but per typical process we were left waiting for a call as this company chose to pursue a lien on our house! They thrive on taking advantage of their customers! Even after the company confirmed we were paid in full they came back because they neglected to process the final loan! ARE YOU KIDDING ME? They continue to market to us for 40-50% off windows and doors which is baffling! You all cannot even provide quality service to your CURRENT customers OR take accountability for your mistakes via a reasonable pricing accommodation, yet you can continue to market to us and others for additional business? REMOVE ME FROM YOU MARKETING DL!

  Customer Answer

  Date: 11/21/2022

  Our most recent request to be removed from the marketing DL occurred in late August/early Sept 2022 when we spoke with customer care. Also responded to one of their surveys re: our experience requesting the same. 

  

  Business Response

  Date: 11/21/2022

  We are very sorry for the challenges with your project.  Please know your warranty is in full effect. So, if there is an issue with or resulting from the product, we will not hesitate to come out, assess and correct.

   

  As you requested, we are removing you from all of our marketing and contact lists.

  
  

  Thank you,

  Ellen *********

  Operations Manager

  Customer Answer

  Date: 11/21/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:11/17/2022

  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 placed our first order in October 2021. They were installed in April 2022 however the 2 trapezoids windows could not be installed because they were measured wrong, and we had two different glass in the windows over our porch. We decided to place our last 6 windows order however it took forever to get up with the salesman because of miscommunication between him and scheduling. In late summer they came out to replace the trapezoids. Well, now of them have scratches on it. We contacted Anderson about it and said someone would be out to look at it. Well, to our surprise nobody came out until November 4th when they installed the last window order and fix the 2 windows over the porch. Our customer service person said she would be in contact with us and put a reminder on her calendar to follow up with us regarding resolution to the trapezoids window and we are still waiting. We have emailed multiple times to our salesman and customer service person with no response. Obviously no one is working on it! We still to this day have not had any response to our multiple emails regarding the sratches on our window and what the resolution will be. The other problem is they closed our window financing on October 28 and now we are expected to make payments. However, the project is not complete and we were told at the time of signing the contract, that until the project is completed we do not make any payments. Our financing needs to be addressed and corrected. We always communicate with our salesman and customer service person and no response to emails or voice messages we leave. We are so tired of when we finally get someone on the phone they say someone else is working on it and they don't have an answer. It would be nice for a change if people do what they say and back it up with action. Communication and good customer service goes a long way.

  

  Business Response

  Date: 11/21/2022

  Mr. ******,

  We are very sorry for the delays and miscommunications.  We are checking on the status of the items needed for the remaining service work.  You will hear from our team today.

  Thank you for your patience and understanding.

  Ellen M********
  Operations Manager

• Initial Complaint

  Date:10/11/2022

  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 ordered 4 doors back in October of last year. One patio, 3 entry. Knowing that they would take months to arrive. They where installed on April 23/24, 2022. From this day forward (now six months later) we have been fighting with them to make them right. From day one the hardware/locks did not work correctly. Also our main entry double door has had issues with the line up of strike plate, I believe it has been broken. They have sent someone out on five different occasions ( mostly a visit once a month). They have either come with no parts, wrong parts and left without fixing the problem. On the last trip they were supposed to be here between 1-2, at 3:30 I called to see where they were. Same excuse as every other time, held up on previous job. The lock had our key stuck in the lock, I asked and got permission to call locksmith and have them reimburse us for the service call. This was September 23, 2022. I’ve emailed invoice and was told of receipt and that it would be addressed quickly. I’ve emailed and left voicemail to see when we could expect reimbursement, with no response. This is nothing new, I’ve asked to speak to a supervisor on several occasions, and told that they would call. I have never heard from anyone other than when I call their service care line. We’ve also sent letter of our disappointment/frustration with them and notice that we were ready to contact the BBB. Nothing, no response what so ever. We’ve invested over $40,000. on these door and they should of been right on day one. Our main entry door is still not right. At this point we are so frustrated, we need help with having them hold up their end of this transaction. Can you help or let us know our right in getting our door corrected and functioning properly and assured that our warranty is not in jeopardy. It’s a double entry ****** door with ***** hardware. Issues all began at installation, and service has been horrible.

  

  Business Response

  Date: 10/13/2022

  Thank you for the feedback. Someone will be contacting you today. We apologize for the delays. Our goal is to make sure we get this corrected for you as quickly and seamlessly as possible.
  
  
  Ellen *********
  Operations Manager

  Customer Answer

  Date: 10/21/2022

   I am rejecting this response because:  

  M. ****. 

   

  An ******** representative along with ****** the door manufacturers rep. Came to my home yesterday to address the door issue.   They looked and took pictures of the door.  They feel it has to do with installation issue.  They left assuring me that it will be addressed.  However, I have no dates for repair as yet.  Reports are to be made today, so I will do my best to be patient, but this case is not closed. 

   

  Thank you so much for your help.  I was getting no where with them until reaching out to you.  Now they can’t seem to do enough, amazing.  I’ll keep you posted.

   

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

   

  Sent from my iPad

  
  
  
  
  
  
  

  

  Business Response

  Date: 10/21/2022

  Your customer care representative will be following up with you today.   We are in the process of ordering the necessary materials to make the needed repairs.  We cannot schedule the repair until we know the arrival date of the materials.  We will contact you to schedule as soon as we have those dates.  Thank you for your patience and understanding.

  Ellen *********
  Operations Manager

  Customer Answer

  Date: 10/21/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:10/11/2022

  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.

  Ordered windows over 8 months ago. No one called to update. Finally got someone to answer phone. Got run around. Said they would call back never did. Kept Leaving messages no one calls back. Finance company wants me to start paying for something I have yet to receive or get any idea if I will..

  

  Business Response

  Date: 10/11/2022

  Mr. *****,

   

  We are very sorry for all the delays. Someone will be reaching out to you soon.
  
  Thank you for your patience and understanding.
  
  
  Ellen M********
  Operations Manager

  Customer Answer

  Date: 10/12/2022

   I am rejecting this response because:
  
  
  
  
  That’s the same thing I have been getting all along “ Someone will be getting in touch with you soon”. It’s been two days since they sent that response and nothin. Found out since then I have been lied to repeatedly by so called customer service nothing was in production as I thought. I want to void in business with this company also what about the eight months I have lost chasing this farce.

  

  Business Response

  Date: 10/12/2022

  Hi ****,

   

  We have some additional information that we would like to add to our response with this case. Would you please help me with this? 

   

  We would like to add: 

   

  Based on your conversation last week with our sales consultant you have requested to cancel your order.  Per your request the cancellation has been processed and your deposit returned to your finance company.

   

  We are sorry that we were not able to assist you.

   

  Ellen M********

  Operations Manager

   

  Customer Answer

  Date: 10/17/2022

   I am rejecting this response because:
  
  
  
  
  I have no confirmation of any of this being done yet. I received an email this morning from finance people requesting payment. There was supposed to be no payment due til installation completed, we know now this isn’t going to happen. I expect cancellation in writing. Then are they not accountable for the eight months I have wasted on waiting on something I was told 2 months ago was in production then 2 weeks ago I am told they haven’t been started and that they may come back out for more measurements. I don’t believe anything anyone tells me from this crowd.

  

  Business Response

  Date: 10/21/2022

  Mr. *****,

  We have confirmed your order cancelled in our system and that the initial deposit has been refunded. We are not able to cancel the loan on your behalf, you would have to contact them directly. Please don’t hesitate to contact us if you need any information in order to do that.

  Ellen M********
  Operations Manager

  Customer Answer

  Date: 10/21/2022

   I am rejecting this response because:
  
  
  
  
  I contacted them myself, got that confusion they had sorted out and told them to close the account then they wanted the accrued interest which I spent an hour on the phone stating I refused to pay a nickel for something I never received or caused to happen. Now that has been resolved I want to know what you intend to do about the more than eight months I am behind because of all the put offs never returning calls and then outright lying to me. No I am still not close too happy.

• Initial Complaint

  Date:09/22/2022

  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.

  Original install: April 22, 2021
  Cost: $12,152.88
  
  Job included replacing our sliding glass door, front door, and front storm door. Installation crew was on time, finished in one day, and cleaned up everything when they left. There was one aesthetic issue with the a one inch gap that was left on our interior brick wall that the sliding glass door was installed on but otherwise we felt good about the job. After a short amount of time we noticed several issues, which we noted with their warranty team when they came out for the one month follow-up. We were told all of the issues would be resolved. That was over one year ago and we are still waiting for issues to be resolved.
  
  Issue 1: large gap between sliding door and interior brick wall looks very unfinished
  
  Issue 2: Storm door doesn't shut properly due to crooked installation of T-strip (?)...the frame the door hangs on.
  
  Issue 3: Storm door strike plate damaged during original install and needs to be replaced.
  
  Issue 4: the aluminum casing that sits between the weather stripping of the door and the storm door is coming out.
  
  RBA did come back out reinstall the sliding screen door that fell out after a couple days. The also reinstalled the door handle for the storm door that fell off after one month of use. They also came out and replaced the storm door strike plate, but with the wrong item that doesn’t fit. They also promised to send a painter out even though it wasn't there policy, but that never happened. We have called at least 20 times, had two different service managers visit the house. We are filing this complaint because our calls are not being returned anymore. In some total we have spent over 25 hours of our time trying to resolve this issue.
  
  We are requesting that the issues above be resolved asap and we are requesting compensation of $1,000 (25 hours * $40/hour) for time spent attempting to resolve this issue over the past 15 months.

  Customer Answer

  Date: 09/27/2022

  Please amend complaint to remove compensation request and change to warranty request only. 

  

  Business Response

  Date: 09/29/2022

  Mr. *****,

  We are sorry for the delays – we are in the process of verifying receipt of the necessary parts to our warehouse and will contact you for scheduling.
  
  We thank you for your patience and understanding.
  
  ***** *********
  
  Operations Manager

• Initial Complaint

  Date:09/18/2022

  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.

  Renewal By Anderson (RBA) uses Deceptive sales practices. I contacted them for 10 replacement windows, what they installed was not what we ordered. They are claiming that's what we were shown, but it's NOT. We didn't record what the Scam Salesman told us because we did not expecting that we would have to dispute it later. I thought RBA was a reputable co., but they Scam Senior Citizens just like other companies do. As of now I only have 2 of the 10 windows installed, 4 were the wrong window and 2 were the wrong size, ALL 10 were the WRONG COLOR. We wanted the new windows to be WHITE to match the windows we were NOT replacing. Since we weren't replacing all the windows it was important to match the rest of the house and the remaining windows and we told that to the salesman. The contract says the color is WHITE which is what we were expecting. When the few correct windows were being installed we told the installer they were the wrong color, he said we had to contact RBA and we did. The Scam Master came by with Color chips and said the windows Match the chip which he now tells us it's "Anderson White" or Chameleon White, Not even close to White that we ordered it's actually a Cream color and does not match the color of the older windows or the moulding in the house. The salesman knew he was not going to get the sale if he told us upfront that his windows wouldn't match what we had. We made it clear the interior HAD TO BE WHITE to match everything in the house. We have been fighting with Renewal by Anderson to help correct the issue. Since they told me they don't have WHITE windows I asked them to remove their's so I can have others installed which they said they cannot at this time. The only alternative is to paint everything else in my house, Old windows & moulding, estimate of $2,500. Anderson agreed to 1/2 of that but after spending $25,000 on new windows I do not want to put any more money out of my pocket.

  

  Business Response

  Date: 09/19/2022

  Mr. *****.

  We are fully prepared to complete the work. The windows contracted for were to be white and that is what we have provided, ordered and are prepared to install. We cannot guarantee a shade match of any color including white and we did offer some concession on a painter as a courtesy despite the fact that our agreement clearly states that we don’t do painting under any circumstance. We can and will remove the installed windows but cannot provide a refund as we manufactured a custom product for the home that cannot be reused or resold.

  Ellen M********
  Operations Manager

  Customer Answer

  Date: 09/19/2022

   I am rejecting this response because:
  
  Their windows are NOT white. They are claiming they are white but what they are calling them Now is Anderson White or Chameleon white. 
  

  The contract says White not Anderson White or Chameleon White as they now call it.  I sent you pictures and you can see for yourself they are NOT White.

  People need to know about their deceptive practices and should know they need to deal with other more reputable companies  

  
  

• Initial Complaint

  Date:09/01/2022

  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 Aug 4, 2021 I ordered a new front door from Andersen (ID#*** $16,467.16) paying $8,000. My contract stated 8-20 weeks for delivery. I realized in a pandemic that it was likely that there would be a longer wait time for my order and I choose Andersen because I wanted to have a company whose size and purchasing power would likely provide more customer care during this time and more leverage with suppliers. Unfortunately that has not been my experience. I received few communications and when I reached out to the Customer Care agent they were no longer with the company. The sales person, Fred W******* was easy to communicate with but unfortunately he could not provide any information about the status of the order.
  
  When the door was scheduled to be installed on Jan 24, 2022, I considered myself lucky that it was only one month longer than the longest estimated time for delivery. However, the door measurement was incorrect and it could not be installed. I did not receive any communication about the incorrect measurement or a new order until May 12, 2022 when I received an email from Customer Care agent Zoe D*****. She promised to learn more about my order and get back to me. Although I emailed and left phone messages for Zoe nine times in June and July, I did not hear from her. I replied to a marketing flyer with a phone number in early August 2022 and was directed to Ellie the installation manager. She gave me an install date of August 29, 2022. When the crew arrived on August 29, 2022, they only had the transom and no door. Despite being promised a phone call with information about where the door was located, I did not hear from Andersen until I phoned on Sept 1, 2022 and left a message requesting information and that I was filing a complaint with BBB. I received a callback from Fernando and a new installation date of Sept 14, 2022. I would like to know the amount of a discount before the door is installed.

  

  Business Response

  Date: 09/07/2022

  We are very sorry with the challenges completing your project.  I do see we have the date set for completion.  I will contact you on completion to discuss your experience and requests.
  
  Again, thank you for your patience and understanding.
  
  Sincerely,
  
  Ellen M********
  ********** *******

  Customer Answer

  Date: 09/07/2022

   I am rejecting this response because:
  
  I would like to have a conversation with a decision-maker about the amount of the discount before installation. It is my understanding that once the door is installed that I am responsible for the full amount in the contract. Thank you. 
  
  
  

  

  Business Response

  Date: 09/20/2022

  Hi,

  The work has been completed and we are reaching out to discuss. Thank you.

  Ellen M********

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