Complaints

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:12/05/2024

  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 ordered windows from what we thought was Renewal By ********. We met with a consultant in May of this year. We were impressed by the seeming professionalism and we liked the look of the windows that would be installed. We were told installation would be in September. We agreed to pay half of the cost up front and the second half after installation. We paid an installment of ***** dollars in June of 2024. We hear NOTHING from them until I pestered with phone calls. We did not receive an installation date until the end of October. The windows were installed by a very kind and knowledgable crew. However, they mentioned there had been MUCH turn over in the company and that many mistakes were made. They indicated that the measurments for my windows were not correct, but said it had worked out in the end. We have lost three inches of light on each side of each window in our five window bay unit. I called the day after installation on October 23rd of 2024. I said I was not going to pay until the windows we ordered were installed and corrections made. I was told that **** - a business manager- phone number ************ would be in contact with me. I heard nothing. I called ****** number and left a message. I heard nothing. It has now been three weeks and the charge has appeared on my credit card for the final payment. This was not authorized. I have contacted the credit card company and have filed a dispute. Unfortunately the payment has already been processed and this company has already been paid. I need to be reimbursed, or the the correct windows installed.

  Business Response

  Date: 12/16/2024

  To Whom it may concern,

  In response to the complaint by ***** ********,

  We installed window inserts into an existing bay, it was the option the customer requested. The only other option is to replace the entire bay.  RbA-VT can quote a new bay It will require a new contract for the full expense of the window.  Attached are sign off sheets associated with the approved installation.

• Initial Complaint

  Date:11/20/2024

  Type:Customer Service 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.

  Received an email quote in April 2025 to ***lace 7 large sliding glass doors in living room and 1 new slider in our Master bedroom. ****** *******, sales *** generated a quote for $50,119 (NOT broken down by window, parts or labor) which included:- Custom doors- Removal of old doors- installation of new doors- ***lacement of all trim on the exterior and custom trim on the interior 7/2/25 *** ******, ******** windows came to remeasure all areas for accuracy prior to window manufacturing. Decided to not proceed with the bedroom install. Notes made, would receive something in writing. 7/10/25 inquired about new estimate. ****** *******, sales *** responded that the office would get that over to me. 7/10/25, $25,060.00 was charged to my account for a deposit. No new estimate or contract. No idea if I am being overcharged. 8/13, after requesting a cancellation of contract, received call back w/ an email setting up my install for 10/14-10/17/2025. Still no new estimate or signed contract. After many more calls, emails, on 8/22/25 I received an email with one sentence " So the original contract was for $50,119.00 and with the door taken off the contract the price is $38,614.00." from office Manager, Montana Barrows. No contract or breakdown of estimate. Installation moved to 11/4-11/7 and I once again requested paperwork.On 11/6 The installation was completed and the installation crew "left my paperwork in another truck" back at the office 2 hrs away. I requested it be me mailed. I will need this for rebate as well.11/5 my account was charged another $13,554. I was charged for custom detailed trim work and labor that was not needed. Install crew and Service Tech recommended I receive a partial refund, which I have requested. Since, I have emailed/called 5x. My request for answers on overpayment, paperwork, and other concerns have been completely ignored. Installers/sales/techs have acknowledged that this is a common complaint.

  Business Response

  Date: 12/16/2024

  
  To Whom it may concern,
  To follow up on the complaint made by **** ******, the RbA price quote and contract are a net total price for each new window removal and installation. we do not provide a price breakdown. Adjustments to the contract are taken from the final balance due at installation.  The installation crews only have access to the window list and installation instructions, they do not have any paperwork referencing the contract only a job completion form. No paperwork is provided at completion of installation. The window rebate is a non RbA offering and explained in the contract. The windows purchased do not qualify for rebate. We agree with the adjustment for the trim as outlined below and will credit Greensky if we have agreement with the customer on the amount.  Attached is the job completion form.  If BBB can confirm acceptance of the trim credit, we will process it immediately
  
  The change order from the removal of the door at time of tech.
  
  Her original contract price:$50,119.00 - Thats what the ** loan was applied for
  
  The door Credit from Removing the Bedroom door was $11,914.71
  New total contract price $ 38,204.29
  
  
  The 2 payments we took from ** were:
  7/10/24 $25,060.00
  11/12/24 $13,554.00 - Totaling $38,614.00 is all we took from **
  ($409.71) overcharged
  
  Credit for Trim would equal a $660.00 credit that goes back to her Greensky account.  (This is a material price for the original trim specified)
  
  Total Credit owed back to Greensky $1,069.00 
  
  From *****************************************************************************************************************************************************************************************

  Customer Answer

  Date: 12/19/2024

  I never saw the attached addendum RbA provided. I never saw a breakdown of anything. I was given a total quote for the work done and additional work, I declined. No amendment or  new contract was provided.  

  Attached are quotes for the EXACT same thing.  Nothing matches.   I wrote my rebuttal, but your system lost it when pressed "decline" saying the web extension was no longer active. 

  Legally, they owe me a refund and that should be applied no matter what.  

  Business Response

  Date: 02/05/2025

  I apologize if we didn't make this clear in our last response, we thought this matter was all taken care of. 
  Please see the attached notes from the day of the actual tech measure visit. On the left you will see that our tech *** noted we were returning $11,914.71 back to the customer due to changes she made during the visit. One being that we removed the bedroom door conversion & another was that she changed the hardware. **** included the snap shot of the cost of the door but didn't take into account that her changing the hardware also affected the price. 
  In the center on the bottom of the page you will see her signature that she gave us after *** explained all of this. She did not decline, she accepted and signed off. This was the refund we spoke about in our first response. 

  The addendum we provided was based off these notes during the tech visit & the numbers are the same ($11,914.71). - please see attached addendum again for your reference. 
  In addition to the $11,914.71 we were also issuing a credit for trim we didn't use at install. The trim refund is $660.00 ( $110.00 per door x 6 doors) with both of those credits applied to her Greensky account her final balance is $37,544.29 (the original amount applied for was $50,119.00 )

  The credit WAS issued as per our last response & applied to her GS account. The total amount her Greensky was charged was $37,544.00 which is the amount due after the $11,914 credit & the $660 trim credit.
  We do not offer a breakdown per window since our pricing includes install & 20-year warranty. As far as we can see, we have completed the job we were contacted to do, we made the changes we were asked to make & we credited her for the things she didn't want. 

  
  

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22580703
  
  I do not accept the business's response as a resolution to my complaint because: I LITERALLY just credited back my account today Without the 7.99% per month I paid ($258)

  I have also emailed **** to send a repair tech to correct the squealing my doors are making.  Again, as usual, no response. I will expect a call by Friday 2/7/2025 and the interest credited to my account and then I will sign off on this and accept.    

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

  Business Response

  Date: 04/01/2025

  Please see the attached photos of ********************* calls and completions prior to the date listed in the complaint. I also took a trip to the residence and spoke with both *** and Mrs. ****** on February 19, 2025. I believe that we left this on good terms, and I reiterated to them that we will be here to help with anything that may be a problem in the future to uphold the warranty.

  Customer Answer

  Date: 04/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:11/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order 10 windows all the same size 8/2023. As of todays date 10/30/24 this project has yet to be completed. From the very beginning of this project there have been issues and lack of communication with the project manager. I have tried several attempts to contact him to resolve any concerns/issues and to finalize the project with NO respond. April 2024 I was told of the 10 windows ordered only 7 windows were produce from the factory. Puzzling:, 6 windows arrived at my home April of 2024. Of the 6, 1 was the wrong size/ issues with 2 others. The 7th window was brought over by the project manager **** *******, who at the time assured me that he would make sure my window project would be completed to my satisfaction. June 2024 the 4 master bedroom windows arrive, 1 was/is broke. I'm told they would be back to replace it. hasn't happened. The Loan started being processed and charged, when I called that company, (GREENSKY), I was told they were sent a form from *** that the project was completed. Not the case, So that is now on dispute. Contact with GreenSkyProgram Loan associated with renewal by ********, my contact ******** has tried several attempts to reach out to *** with NO response as well. I sent an email on 10/21/24 indicating my intentions of needing to hear from the company/Mr ******** I also indicated if I haven't received a response I would have no other choice than to contact the Better Business Bureau/************************ to resolve this. Total disappointment, nothing but issues. When they put the windows in master bedroom they removed the mounts that the curtain rods go into. these were attached to the wall not on the windows. I was not aware of this as I did not go upstairs as they were installing. I only saw this after they left. I have a text sent I to Mr ******* on that day (6/13/24) notifying him of my displeasure. No response to the text . They just left it undone. I had to hire someone to reinstall them. ($75.00)

  Customer Answer

  Date: 11/06/2024

  ****** ********, salesperson,  came to my home to sell me these windows. the address given to me at that time was Renal by Andersen, DBA Renewal By Andersen Of Vermont. Legal Name Barrows Window & ********** *****************************************

  Customer Answer

  Date: 11/14/2024

  Renewal by ******** person called me today. ***** ************, to schedule a time to fix the last of the windows.  Dec 10th between 9-10 

  Business Response

  Date: 01/07/2025

  
  In response to The BBB Complaint I have found the following:
  ******* ****** signed a contract on 8/31/23 for 10 windows to be replaced in Spring 2024.
  Her initial install was scheduled for 4/16/24.
  When her windows came off the truck on 4/13/24 only 7 of the 10 were on there, the other 3 were on back order form the Andersen factory.
  We received her remaining windows on 5/28/24 and scheduled the installation of the remaining windows for 6/13/24. One of the frames either came in broke or broke during transit and we had to reorder it. That came in at the end of July.
  Both **** Descoteau & *** ********* who were handling this, are no longer in their respective positions and I was brought in to assist the ****************** in October.
  In Mid November I had reached out to ******* to try and finish up her project and that's when I learned that she was very disappointed with our lack of communication since **** & *** hadn't gotten back to her about finishing her project. I apologized and offered my assistance
  We offered the first day we had available to finish it up on 12/9, but that day didn't work for her so we set it up for 12/11/24.
  We confirmed with our installer that the job is now complete. 
  I called ******* today to confirm the project was complete & there were not any outstanding items we needed to address. There were none, it is complete.

  After speaking to management, we were able to provide ******* with a credit of $500. This was in part due to her having to pay someone to reinstall the curtain *** ****** we removed and never put back up & dropping the ball when it came to returning to finish her job. 

• 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.

  In February 2024 signed a contract for payment of $15,364 for the installation of six windows through Renewal by Andersen.This was after a very involved sales pitch and a request by the salesperson for a five star review of his sales work. I paid $7,000 by credit card. I was given a time frame of August 2024 for window installation. ( I can get you the specific dates if that helps.)Around that time, my financial situation changed given my elderly parent's declining health due to vascular dementia. I asked if I could cancel. I was told no because the windows had been ordered. They then cancelled the August installation of the windows without informing me. (I had scheduled my week around this date.)They then rescheduled for September 2024. (I can get you the specific date.) I took a personal day off of work for the installation. (I am a single public school teacher with nine year old twins. I only have three personal days per year.) They cancelled by voicemail with 24 hours notice. No email or text was sent. I lost that personal day. I asked a project manager to call/ email or text me. Nobody has called me. An office member rescheduled the installation for Friday, October 11th, 2024 but when I called to confirm, nobody knew about it. I have taken another personal day off of work but feel doubtful that this will happen. With two days remaining I have had no confirmation in any form. I have asked for a full refund or at least a reduction of the overall cost but nobody responds to me. This is a significant investment for me. I have been treated with little or no regard. I don't know what my options are at this point. I could certainly write a very poor review, but ultimately what I most want is to cancel this project or get a deep discount on the work.

  Business Response

  Date: 12/18/2024

  BBB Complaint *. ***** Response
  Upon review of this complaint, we have found the following:
  KG signed an agreement with us on 2/23/24 for $14,904.00
  It had an *estimated* start date of July/August
  On 5/28/24 KG emailed us to tell us of her mothers hospitalization.
  At this time, the window order had already been submitted so we couldnt cancel but we could put it off for a few months to allow her to focus on her mothers care. At this time, we requested the factory to have them delivered at the end of Sept but due to a supply chain disruption Andersen did not get us the windows until 10/7/24.
  ******** did speak to our employee *** who offered her an installation date of 10/11/24 but unfortunately, he did not schedule it, (unbeknownst to us) until she called in to confirm the date is how we found out. *** had been let go a few weeks earlier due to poor performance, this was just another example.
  Due to this error on our behalf we offered to do her installation on a Saturday even though we do not do installations on the weekends. We were there 10/12/24 & 10/19/24. We paid our guys time & a half on 2 Saturdays to get her job done so she didnt have to take another day off work. Her job was completed & the contract obligation was filled.
  We feel no discount is due since we had to pay our guys extra to get her job done on a weekend. 

• Initial Complaint

  Date:09/23/2024

  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 contracted with *** to complete a full-frame replacement of 9 windows and 3 doors, and this experience has been nothing short of a customer service / construction nightmare. Although we were told that the installation would take 5-7 days, the crew left after 3.5 days because of an impending storm which never occurred. Because they had mis-cut nearly 100 linear feet of wood trim which we had pre-painted, new trim had to be reordered, which we were told would take time. Several weeks later, when the front of our house was a completely exposed eyesore and we still had not received any communication that the installation team would, indeed, come back to complete the work - and after a call to **** customer service - we were put in touch with *******, who informed us that the inept ******* (******) had never turned in any paperwork to indicate that the project was incomplete and none of the trim or mismatched hardware had actually been ordered.We were assured the work would be completed to our satisfaction and quickly, as we were planning to paint our home and install a new roof the following month. Work did not actually commence again until a week before the house was slated to be painted (which had been scheduled a year prior). Reputable contractors who were doing *other* work on our home, alerted us that the installation job (and quality of materials) was even more shoddy than we had realized. Not only had the *** install team significantly damaged our cedar siding with the install, they installed the doors wrong. TO DATE (16 months and counting): the project is still not complete. Gasket sweeps have now detached from doors and wooden door jambs have cracked. Mismatched hardware isn't secure. Triple casement windows are leaking and external caulking has separated from the house. We've incurred nearly $10K in contractor fees to repair damage from ***'s negligence and defective products. Meanwhile, *** keeps replacing staff? Litigation is likely next.

  Customer Answer

  Date: 09/24/2024

  Provided full name, per request of BBB.  Please advise if any additional information is required. 

  Customer Answer

  Date: 10/05/2024

  Hello, can you please advise what the next steps are in regards to this complaint? I replied / updated my profile with my complete name - as requested - and have not received any further updates or instructions?  Ive been trying to reach out to *** for several weeks with NO reply, and would like to pursue resolution with BBB before hiring an attorney.  Also, Im not clear why they have a rating of A+? With all the negative reviews Ive seen, they should be an F! 
  

  thanks! 
  

  ******** lawrence 

  Business Response

  Date: 12/18/2024

  Good afternoon,
  
                  This complaint has since been tended to. Our Operations Manager and Project Manager made a site visit to go over project issues and create the list of necessary components needing to be ordered for project completion. In the files I have attached the confirmation of Provia replacement parts being shipped to and received by our warehouse, as well as a copy of the list that was created on site at the customers dining room table. ******* and ******** (homeowners) had a civil and respectable conversation about resolution with ****** and **** (OM/PM). The last thing we are waiting for is the delivery of screens and hardware from Andersen to schedule a completion visit. PM **** has been in contact with the homeowners since his visit.

• Initial Complaint

  Date:04/23/2024

  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.

  Renewal by Andersen Vermont installed window inserts in my home on 2/26-2/27/24. After the installation process was complete we discovered that when 18 of the 22 windows were installed the installation crew significantly damaged the interior trim around the windows. The wood was gouged, crushed and otherwise damaged. One windowsill was accidently sawed and crudely re-installed. Additionally white foam had extruded onto the newly installed windows. A ceiling was damaged as well A crew came out to remove the foam. As requested, we provided extensive, annotated photos to document the the damage. We were asked if we wanted a ********* to come out to repair the damage or if we wanted monetary compensation. Since the woodwork was all custom made by one of the homeowners we requested monetary compensation. As requested, we supplied extensive photodocumentation with annotations. Since then we have been promised that our case would be resolved but emails and calls to the project manager have not been answered. There is no corporate entity up the chain to contact to resolve this issue

  Business Response

  Date: 05/28/2024

  I went to and meet with ******** at her home and we came to an agreement that works for both party's. If you need any more info please let me know.

  Thank you

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