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 has 3 locations, listed below.

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  Renewal by Andersen of Central North Carolina

  4250 Regency Dr Ste 101 Greensboro, NC 27410-8165

  
• 

  Renewal by Andersen of Central North Carolina

  105 Sigma Dr Garner, NC 27529-8543

  
• 

  Renewal By Anderson

  2909 Orville Wright Way Wilmington, NC 28405

  

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:08/18/2022

  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 entered into a contract with Renewal by Anderson in October 2021 to replace our sliding back doors. The contract stipulated they would be delivered and installed within 24 weeks. At about 28 week, I called to ask on a status. The Sales rep we dealt with said someone in the office would call us back. A week later, after no call back, I followed up and was told everything was delivered, the day before, and they could get us scheduled for installation in a week. At this point, we had already paid for half.
  
  The installation team called and said they had every part except for one. It was the same part, but in a different color. We agreed this would be fine, since it didn't affect the functionality of the door. When the door was about complete, and our old door already removed, one installer said the part, for some reason, wasn't on his truck, but said he could fabricate a part that would be on our door for no more than a week, since he assured us the remaining part would be in stock. As a result, the installers were unable to complete the door and make a safety feature active. Also as a result, the door does not open or close properly. Since this is a large door replacement, we couldn't quite ask them to take the door our and put our old one in.
  
  I attempted to call at least twice over the next 2 weeks, with not resolution. I was not able to obtain records of the calls made, but have record of all calls starting in late June. It has been broken promises, the most recent was just last week, where the company called on Monday evening confirming the part was in and they would be in to finish the job, and the following morning, they part wasn't in so they cannot come back until end of August at the latest. It will be over 10 months on a 24 week job at that point.
  
  I either need my money back and my old door re-installed, or a refund and my door completed.
  
  I have attached an email detailing our calls.
  Pictures of the fabrication and how the door doesn't shut

  

  Business Response

  Date: 08/22/2022

  Mr. D****,

  We are working with the factory to do everything possible to expedite the part needed to resolve the problem.
  
  Additionally, I am working with our service experts to determine if there is a better temporary solution.  You can expect to hear from us by end of day Tuesday 8/23/22.
  
  Thank you for your patience and understanding.
  
  
  Ellen Magnusson
  Operations Manager

  Customer Answer

  Date: 08/24/2022

   I am rejecting this response because:
  
  
  
  We received a call yesterday the part was received. Today, Philip and Stewart spent almost 2 hours working on trying to add the missing part. After 2 hours, they realized the doors are too small and need to order bigger ones. This means they will need to order new doors, the part that was originally missing, and also another door panel, since one was damaged. They had to re-install the fabrication. It locks however, the doors now still slide on the track, even though they are locked. 

  We are now starting from zero. Essentially we have to wait months more for the correct door. We are close to 12 months on a 24 max week install, with stuff that is essentially damaged due to the fabrication, damaged panel. I heard way too much drilling, and after their explanation I understand why.

  Saying you are working on it isn't really enough at this point. You have our money for something that essentially is 0% completed. 

• Initial Complaint

  Date:07/26/2022

  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 August 28th, 2021 my wife and I ordered a patio door from Renewal by Andersen. We were informed by our salesman that the door would take about 16-24 weeks. Those weeks came and went and no one from Andersen even attempted to call us and let us know any bit of an update. At the end of January my wife and I decided to order windows for our home from Andersen, and at that time our new salesman even tried reaching out to find information on our door. Unfortunately, he was not able to get any information being an employee. Finally on March 12th, 2022 the door was installed, however it was the wrong grids between the glass. The work order from August 28th, 2021 clearly describes what type of grids were to be installed between the glass. The installers installed the door as the door grids/panels would not affect the door frame itself when Andersen fixes the problem. The installers took pictures of the wrong door panels/grids and told me that they would communicate this to our Customer Care Representative. I then got a call from her on March 17th and at that time I asked her if she sees our door panels being wrong from the installers, and she told me yes. I then proceeded to talk about our financing promotion for this door as we would be expiring on it in five months. She then told me that their production time had greatly improved and the new panels should only take about 2-3 months. June, 2022 arrives and our windows for our home are now being installed with no new patio door panels yet. Our installer, salesman and customer care representative have reached out to production with no information about our door panels being remade. I then get a phone call this past Thursday, July 21st stating that coporate needs pictures of the wrong panels. My salesman makes some calls and tells me that these panels have not even been started. I have sent an email yesterday to several people with no response. I want this fixed in the next month, and expect a phone call.

  

  Business Response

  Date: 07/27/2022

  We are very sorry for the delays.  We do have the new door panels on order and have requested an expedite from the factory.  We will be in touch in the next few days to advise of the ETA on the new panels.  Once we have an eta, we will be happy to reserve the day following arrival for them to be installed.  Thank you again for your patience and understanding.

  Sincerely,

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

• Initial Complaint

  Date:07/25/2022

  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 met with Renewal by Andersen December 2019 & convinced us to sign a contract for windows for house we were told that they would manufacturea and install no later than March of 2020 but they weren't in fact we never heard from them until August of 2022. I contacted them on these dates asking where they were and when were they going to ba installing April 23, May 8, June 17, July 16, July 30, Aug 27, Sept 17, Sept 24th of 2020 and at this point we were done so as far as we were concerned they had done breach of contract and we were fine with that no problem my husband had gotten disablity and I already was so our income had taken a 80% hit downward spiral and we would not be able to afford anyhow so it turned out for the best then in December of 2020 we got a message about scheduling a installation and we did not call back because we had enuff we had called them enuff and we left them a message in scheduling telling them that but apparently they do not understand proper english or how to return calls. Then it went into silence mode from them again all in 2021 again except for 2 times they left messages but we were told to call scheduling so again I contacted the young lady and explained to her that we had reached out in 2020 several times and at this time it was not going to happen since they did not do as promised and that is where it ended with that call with her., we got a message from a scheduling manager named Nina wanting to speak with me or my husband I called her back right away and left her a message the very same day this past month July 2022 and she never contacted me back now the next thing that happens is we just got a letter in the mail from a attorny that represents them stating that we are in breach of contract and they are ready to install the windows. I am really not sure how they do business with behaviour like this they sell their windows in one year don't communicate for 2 then try to indimidate in the 3rd year WOW

  

  Business Response

  Date: 07/26/2022

  Hi Mr. and Mrs. *****,

  Our records indicate we contacted or attempted to contact you on the following dates:

  
  1/20/21- to advise we had ordered product

  4/7/21, 4/29/21 and 5/17/21- all 3 of these attempts included calls and text messages

  5/21/21- at this point you opted out of text messaging

  5/26/21- sent a letter via ups in July which was returned to us saying “resident no longer lives here”

  2/11/22- we called and left a voicemail

  3/22/22 and 4/15/22- sent more text messages

  6/1/22- called again

  6/7/22- called and texted again

  6/7/22- sent an additional letter via ups on
  
  I do believe we made every attempt to contact you and in timely fashion – we have no record of you contacting us.  We have produced a custom-made product for that residence.

  Sincerely,

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

  
  

• Initial Complaint

  Date:07/19/2022

  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.

  Our interactions with RBA started back in February 2022. We had just purchased a home and needed windows and a door replaced ASAP for safety reasons (huge single pane window and back French door frame rotted we ended up making a temporary door out of insulation board and tarp.) We set up a consult with RBA. Our sales tech came out and gave us the whole pitch and told us we would be able to get our service done withing 4-6 weeks. We ordered the door and windows and put down about 10K of the projected 20K job. The 5th week started to roll around and we were a little concerned with timing, we contacted our sales rep and he immediately came back with "Oh I would never say weeks...it says MONTHS in your contract." My husband and I both heard weeks during the presentation and there is no way we would have agreed to months being there is a hole where a door should be in our living room, but shame on us we didn't read the ridiculously long contract ...so we accepted that hit is on us and would just be a he said she said. Shortly after the first meeting they sent a tech out to take measurements of the door and windows. We were informed that we would need to move electrical to accommodate for the door, so we did as instructed and got an electrician to do the work ($600). Fast-forward to a few weeks ago (late June) they sent yet another tech to measure the doors and windows, we were informed that the last tech must have measured from the far end of the wall and not the center where the door would go because the electrical needed to be moved yet again...I can't seem to get ahold of anyone that can actually help and hate to resort to BBB but here we are. We are at 6 months waiting...still no installation date, and really not feeling confident in the business as a whole. I'm hoping this will instigate conversation for resolution. We are frustrated and hesitant to spend another $600 moving electrical yet again.

  

  Business Response

  Date: 07/21/2022

  Hi,

  Despite the fact that our agreement does estimate up to 6 months for the completion we certainly would like to accommodate your request if possible.  We certainly never want to have anyone feel unsafe or insecure in their home.
  We will be contacting you to resolve.

  Sincerely,

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

  Customer Answer

  Date: 07/26/2022

   I am rejecting this response because:  We were called last Friday by RBA and I spoke with a woman on the phone who seemed very eager to help us come to a resolution, we had discussed full refund without penalty as the company still can not put us on the books for any dates and this would have been wonderful however we never heard back. She had said she would call me back by the end of that business day (last Friday). It is now close of business Tuesday of the following week and we have not heard anything back via phone or email, essentially at square one. Look forward to swift resolution of this issue.
  
  
  
  
  
  

  

  Business Response

  Date: 07/27/2022

  Hi,

  Your refund is in process, this should take 7-10 business days. We will be reaching out to your shorty to answer any other questions you have. 

  Thank you,

  Michelle H*** 

  Director Of Customer Care