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:02/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 9/3/2024, we ordered a replacement patio door through Renewal by ******** with the sales representative ***** ********. A deposit of $4,078.00 was given which was half of total. At that time, we were told the wait time was 8-10 weeks. We were notified the door was ready for installation and it was scheduled for 12/5/24. During installation, it was found the door installed had multiple issues such as multiple scratches on panels, loose door handle, glass panel not sealed, outside caulk not used. Photos were provided with the communication of the issues. The sales **** ***** ******** came out to the house to inspect. After several phone calls/texts to his manager, **** Mersen they scheduled a tech to come fix the issues. During the tech visit, some of the issues, not all were fixed. We were advised at that time; they would have to order new door panels because the multiple scratches could not be fixed. The order was placed, and we were contacted the panels were in and the tech service to replace was scheduled for February 6th. On February 6th, the tech arrived, replaced the door and it was found the replacement door was in worse condition than the first door, having multiple scratches. In addition, now we are unable to use the security lock on the door as its out of line. There is now a missing s**** on the door handle as the tech did not have one with him to replace after he stripped the original s**** I contacted **** Mersen about the issues and provided photos and asked for a response by providing me a plan to resolve. Still with no response to a plan to resolve the issues, one day after, I received a threatening letter from their office advising me I would be turned over to collections if the remaining balance was not paid. This company has been out to our home 3-4 times not with no resolution. The door is not acceptable, and these issues need to be fixed.

• Initial Complaint

  Date:12/16/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 was put into a loan and was to make payments before I even got the product. When the windows weren't going to be delivered when they said, I told them to forget it and to cancel the loan. Apparently, they went ahead with the order anyway. I notified the loan company to close the loan. The loan company didn't close the loan.

• Initial Complaint

  Date:10/09/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  A contract was signed 04/12/23 with Renewal by ******** of Nevada (LEGAL NAME: SUN CITY REPLACEMENT WINDOWS, LLC) NV LICENSE #*******. Total job cost $53,521. A credit card deposit in the amount of $30,000 was made on that date with Renewal by Andersen NV. Balance deferred till 11/18/24. Balance due if made before that date $23,521. The contract signed states .amount Financed must be made by personal check, bank check, credit card, or cash. The subcontracted *************** (********, underwritten by **********************************) never sent a statement until 7 months after signing my contract. Their terms state: they will only accept Check or Cash with NO option of Credit Card payment.

• Initial Complaint

  Date:08/26/2024

  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.

  On 5-15-24, ***************************, the salesman from Renewal by Andersen Windows came out and measured my house for two new windows. At no time did he say the windows would hang out 1 inches from the stucco, or that I would have to take down my shutters or if the shutters was to stay up they would have to stay close for the new windows to fit. If I would have known that up front I would not have proceeded with the windows. Come the day of the installation, 7-24-24 the installer advised me that the widows would not fit correctly. The windows would hand off the stucco an inch and three quarters. The installer advised me to make the windows fit flush with the stucco, the shutters will have to remain shut or be taken down completely. He advised me I could hold off on the installation until talking to the salesperson. We both tried contacting the salesperson on the installation day but could not connect with him and he did not return our messages we left. I contacted the finance company and advised that since the windows did not fit and I never took delivery of the windows, I wanted to cancel the windows. The finance company reached out to Andersen Renewal to try and settle the issue. I was advised that Andersen would cancel the windows but I would be charged $2,124.75. I should not be charged anything as the windows was measured wrong from the beginning and the salesman was not honest about what the windows would look like when installed.I am asking for the $2,124.75 charge be removed.

  Customer Answer

  Date: 09/17/2024

  Please close this compliant. I have reached a resolution with the Business. 

• Initial Complaint

  Date:08/13/2024

  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.

  I contracted with Renewal by Andersen in February for 3 new windows and a slider. Renewal by Andersen advertises as simpler because dealing with one company is easier than hiring several contractors. However, this business is incorporated and I ended up dealing with 3 businesses that are owned by the same corporation who don't listen or communicate within those corporations. This has caused problems with billing for months now. Company A is Renewal by Andersen, Company B is Greater Nevada Windows and Doors, LLC, and Company C is GreenSky, their finance company. The windows were financed through Renewal and the slider through GreenSky. A deposit was put down in February on my credit card for $4118.00 (half the price of the windows). The slider was paid off at $12, 169 immediately through ********. I waited for the bill for the remainder of the windows from Renewal. However, I got another bill from GreenSky for $6,184.21, which I paid immediately, thinking it was the remainder payment for the windows. Turns out that was a mistake but Renewal of Andersen kept billing me for the windows. I emailed their contact and told them exactly what would occur in their payment and why. I also spoke to ******** at their billing office on July and told them exactly what would occur. As soon as I was refunded the $6K, they were paid in full through our credit union on July 10th, which they now refuse to acknowledge, even though I've sent them documentation I've contacted them several times and they still continue to send menacing bills. The product is amazing and sells itself, but administration and corporation is a nightmare of ineptitude.

  Business Response

  Date: 08/13/2024

  Customer has two phases and payments are in line with the agreements:
  
  Order ******** - $8,236 Customer paid Deposit ($4,118) by **** and Final ($4,118) by Cashiers Check
  
  Order ******** - $12,169 Customer paid Deposit ($6,084.50) and Final ($6,084.50) using Green Sky
  
  Finance has spoken with her to go over all the transactions and sent her both agreements. 

  Business Response

  Date: 08/13/2024

  Our Sales Manager, ***********************, spoke with the Customer today and went over her two projects and payments for each.  I believe we've got this handled.  Our finance manager is sending her detailed invoices with payment history so she can see here zero balance.  

• Initial Complaint

  Date:04/29/2024

  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 bought 3 new ******** windows and one slider door. The agreed upon price was $22,500. The installation was scheduled for February of 2023 but got delayed due to weather. When we were finally able to due the install it was early May of 2023. The installation crew (2 guys) showed up early in the morning. The windows had been damaged in the warehouse and nobody called to let us know. They left it to the installation crew. They wanted to do the install and replace the damaged inner sashes when ******** provided new ones. We had waited so long we reluctantly agreed. It took another 4 months and 3 different appointments to get everything corrected. After discussing the improperly handled situation with their customer service **** **************** they agreed to take 7% or $789.96 off their installation charge for duress. The agreed upon amount was never deducted from our Green *** finance agreement. When I called back *************** was working with was no longer employed. I have been unable to get anyone from ******** to give me a return call. We are ready to pay off our financed balance to avoid deferred interest charges but the total in incorrect.

  Business Response

  Date: 04/29/2024

  I'm having our finance department issue the credit now.

• Initial Complaint

  Date:03/15/2024

  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.

  January 21, 2024 Renewal by Andersen -Date if install was 9-22-2023 -As of this date, vendor still owes homeowner a Sliding Glass Door Screen.-Merchant failed at initial install, poor craftmanship.-Merchant corrected two problem issues, but homeowner had to complete the remainder.-Total amount of contract: $10, ****** -$5, ****** is pending payment due when contract agreement is received. (Screen **************************** merchant has ignored email messages.

  Customer Answer

  Date: 02/29/2024

  This project has taken an outrageous amount of time to resolve.  Shame on Andersen!

  Business Response

  Date: 03/15/2024

  ****************,

  I'm sorry you're disappointed in our service.  My system is showing that on February 7th, we scheduled a service appointment with you on March 18th.  I've asked our Service Coordinator to reach out to you today to get you squared away.

   

  Customer Answer

  Date: 03/18/2024

  
  *****************************;********************************************************* via dmkd1z9vc5g0auze.eqg5n398ns4znvjd.gfoszpa.61-k9txeas.na209.bnc.salesforce.com  Feb 6, 2024, 3:36?PM
  
  
  
  to me
  
  
  
  
  
  
  
  Good Afternoon!  
  
   
  
  We are contacting you to schedule a service appointment for service on your screen. 
  
   
  
   
  
  Thursday, March 28th with arrive time at 8:30am-9:30am

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21178389
  
  I am rejecting this response because: ******** Vilches ********************************************************* via dmkd1z9vc5g0auze.eqg5n398ns4znvjd.gfoszpa.61-k9txeas.na209.bnc.salesforce.com  Feb 6, 2024, 3:36?PM
  
  
  to me
  
  
  Good Afternoon!  
  
  
  We are contacting you to schedule a service appointment for service on your screen. 
  
  
  Thursday, March 28th with arrive time at 8:30am-9:30am
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/02/2024

  We've delivered the screen door.

  Business Response

  Date: 04/02/2024

  We've delivered the screen door.

  Customer Answer

  Date: 04/03/2024

  Yes, you delivered the screen door, and your employee's damaged my drywall inside my home.  (It only took seven months).  There has been no apology, no reimbursement offered for the money and time spent to complete for repairs to my drywall, paint.  
  Complaint: 21178389
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/07/2024

  this project is complete and closed out.

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21178389
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/14/2024

  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 made a purchase of a new front door & rear sliding glass door during the spring of 2021. I spent roughly $15000 due to 20 years of ****************** / labor guarantee. It took about 6 weeks to get on schedule for the installation. Waiting didn't stop there. Within 6 month I was calling them back for push back issues & warranty on a poor installation. They discovered a problem with the threshold and after about 7 or 8 weeks of waiting I get a knock to do a repair. 6 month down the line similar problem so they r&r the door. this time they strip the blood on my security ******** have to hire another contractor to fix it so my security door closes properly. The reveal on the door is left angled and there is still to much push back on the door. Not to mention the casing is left not aligned &the paint and drywall left damaged. Fast forward to September of 2023 and my 20 year warranty door handle falls apart in my hands, push back, reveal & casing still not proper. I call for warranty work again my door handle is "***** Rigged" so I can open & close the door the technician tells me my slab is stripped at the hinges & needs replaced so it will hang properly... here I am in February with almost no interaction and no follow through with their warranty. **************** is non-existent & the warranty they claim to offer is of no use. I should not be able to see light through my door frame. Shame on these people calling themselves professionals.

  Business Response

  Date: 02/14/2024

  I will have our ****************** contact you.  We'll get you taken care of.

  Customer Answer

  Date: 02/14/2024

   
  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:02/05/2024

  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.

  We had nine windows replaced by Renewal by Andersen in February 2022. Two of the windows began to leak between the panes in September 2023. I contacted *********************** and filed a warranty claim. A crew inspected the windows on October 13th and said it would ***********-8 weeks to replace them. I called ******* in December and was told there was no order. A second inspection was sent to collect serial numbers on December 4th. I left messages to *******, which were not returned. I emailed ******* on January 10th, which went unanswered. I called only to get someone on *******'s team to inform me that the claim was still under review.

  Business Response

  Date: 02/06/2024

  Apologies for the runaround.  We've struggled a bit with communication with our **************** Team.  We will handle this service issue locally.  Our service team will contact the Customer today to follow up and get rolling on service for them.

• Initial Complaint

  Date:08/31/2023

  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.

  Entered into contract in April, 2023. Shortly after, given an installation date of September 1, 2023. A week before the install date, I was contacted by Andersen and told that the windows were not ready for install and that they could do a partial install or just delay. We chose the delay, since the missing windows had a negative effect on a workshop area where they were going to be installed. (they all needed to be installed at the same time). The woman who handles the scheduling for Andersen was rude and condescending when we tried to re-schedule. Her first words were "We ae really backed up on install dates" When i complained that we have been waiting over 4 months for the install, she snapped back that they had "no control over the factory" I then explained that if Andersen cannot control its own factory, it would appear that this could be a failure to perform under the contract. This woman was extremely rude and said "I am taking you off the schedule and will turn over to customer service. That was on Friday, August 26. To date, no one from customer service has contacted me, so not only is she rude, she is a liar. I then called the Design Consultant who sold me the deal, ***************************. I called him on Monday, August 28 and left a message. He has yet to return my call. Thus, no one from Andersen seems to care about my situation, refuses to return phone calls, and basically is telling me they dont care.

  Customer Answer

  Date: 08/31/2023

  The address is:

  Sun City Replacement Windows

  DBA Renewal by Andersen of Nevada

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

  Suite 110

  Las Vegas, ** 89118

   

  Business Response

  Date: 08/31/2023

  Hi, our Customer Experience Manager has reached out to you to discuss this concerns. For further inquiries, please reach out to our office at ************. Thank you.