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:08/23/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Paint on exterior section of new sliding glass door is delaminating on its own and Renewal By ******** refuses to correct the issue as stated in stated in their limited warranty. In the areas where the paint is delaminating, the wood underneath is not smooth, warps and is inconsistent. This is the only location where the paint is delaminating. It is clear that this is a manufacturing defect. Nothing has ever physically touched that area and it has zero exposure to the sun or rain.

  Customer Answer

  Date: 09/06/2023

  My complaint was filed against Renewal By ******** windows, ***************************************, Las Vegas ** ***** but in my complaint, you have the company listed as Sun City Replacement Windows.  This is incorrect.

  Business Response

  Date: 09/07/2023

  Dear *****, 

  Unfortunately, our warranty does not covers the scratches from the dog. We had ************** went and assess the issues on 8/14/23 and we confirmed that those scratches are not from manufactory error. Therefore, we are unable to process any claim for this matters. For more  information, please feel free to contact our office at ***********.

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20510842
  
  I am rejecting this response because my dog could not have caused this damage to the sliding glass door paint because she does not scratch the door and the areas of delamination also occur in areas where my dog cannot reach.  All areas of delamination are occurring where the wood underneath the paint is warped and not smooth.  There is no delamination in any other location, only the areas with defective, warped wood. The evidentiary photos submitted show this.  Additionally, I requested another technician to come my residence to assess the delamination and the company refused.  As I write this, the sliding glass door continues to delaminate paint in the areas described above.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/26/2023

  Dear *****, 

  Please give us a call at ************ to speak with our manager directly regarding this issue. 

  Thank you.

  Customer Answer

  Date: 10/10/2023

  The complaint has not been resolved.  Renewal By ******** refuses to honor their warranty for paint delamination due to defective wood.

• Initial Complaint

  Date:08/14/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 9/10/2022, I ordered two windows and a sliding glass door totaling approximately $14,744. This complaint is regarding the sliding glass door only and this amount has been paid off. I ordered the sliding glass door after visiting a friend's home. I loved the ease of how it slid as I am getting older and the one I had prior was difficult to use. On 1/18/2023, the windows and sliding glass door were installed. After install, I was told the door would get easier to slide and lock, however, the difficulty remains the same. I addressed the issue with the Andersen, and on 7/6/23 **** and another man came out to look at the door. I was informed I paid for the cheaper wheels and not the more expensive wheel option. ****'s remedy was to provide me a bottle of silicone lubricant to make the door slide easier and he noted he would relay this up to management. I should note at this time the salesman, *************************** had to come out twice because I called the office after finding additional options for the windows online which had not been explained or offered during the initial pitch. After this 7/6/23 visit, I was more annoyed after discovering about additional options for the sliding glass door which were not relayed to me during the two visits ***** made. I would have purchased the more expensive wheel option due to the primary reason for buying these high end door was to ensure the door slides easily. I have reached out to Andersen on multiple occasions: 7/19/23, 7/20/23, and 7/21/23. All of which I was promised a callback from management. I spoke with ****** with the service team as well as ***** who informed me I would receive a call back from ****, the manager. 8/4/23 was my latest attempt. I spoke to ******** who stated he would send the message to *****, but I still have heard nothing back from this company. Andersen is a more expensive product which I was happy to pay if the quality was there. Currently, I am dissatisfied with the quality of the product

  Business Response

  Date: 08/29/2023

  We have our Customer Experience Manager reached out to you this morning to discuss the solution on your project. For further inquiries, please reach out to our office ************.

  Customer Answer

  Date: 08/31/2023

  ************************ came out to check my door however I am still not satisfied. So I called today 8-31-23 there corporate office in *********, **. left the information with them. I am waiting on there response.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20462953
  
  I am rejecting this response because: Renewlbyanderson company came out to check my door however I am still not satisfied. So I called today 8-31-23 there corporate office in *********, **. left the information with them. I am waiting on there response.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/18/2023

  Hi *****, 

  We regret that you are still unsatisfied with your door. However, your door is within specs and the quality of the door have met our standard according to our service technicians. Moreover, please feel free to reach out to us at ************ if you required any thing else from us. We would be more than happy to assist. 

  Thank you.

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20462953
  
  I am rejecting this response because: IT IS NOT SLIDING AS ADVERTIZED  I HAVE PERSONALIY EXPERIENCED THE **** OF DOOR SLIDING FROM A FRIEND WHO BOUGHT ONE. NO ONE HAS ADJUSTED ANYTHING IN THE 2 TRIPS HERE. I WAS TOLD I WOULD OF HAD TO SPEND MORE $ AND GAVE ME A CAN OF SILICONE. I WOULD LIKE TO SPEAK TO   A SUPERVISOR OR MANAGER AND THAT THEY WOULD COME OUT TO CHECK AND ADJUST THE ISSUES ON DOOR AND WINDOW SLIDERS. 

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

  Business Response

  Date: 09/18/2023

  Hi *****, 

  Thank you for speaking with me earlier. I have scheduled for our Installation Manager to go out on 9/29 to assess your concerns. In the meantime our sales manager will also give you a call to go over the function of our Permasheild door. 

  Warm Regards, 

  Yuva, Customer Experience Manager

  Customer Answer

  Date: 09/20/2023

   I HAVE THE PRODUCT MANAGER COMING ON SEPTEMBER 29 TH TO ADDRESS THE ISSUES

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20462953
  
  I am rejecting this response because: I HAVE THE PRODUCT MANAGER COMING ON SEPTEMBER 29 TH TO ADDRESS THE ISSUES
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 10/06/2023

  This company NEVER resolved the issue i had

• Initial Complaint

  Date:01/04/2023

  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.

  Renewal by Andersen installed a sliding glass door at my home in August. In the process of installing the door, the installer broke one of my floor heating registers. They have promised to replace the register on multiple occasions, but have not made any attempts to do so. I have had an empty hole in the floor since August and it is a huge safety issue. I have had numerous conversations with the sales person and a couple with the customer service team. Lots of promises to fix the problem, but no action. The installation is incomplete in that molding at the bottom of the door is missing. Again lot of promises to provide the missing molding, but no action. I am totally stunned at the lack of professionalism with this company.

  Business Response

  Date: 01/18/2023

  On January 10, 2023 we spoke with ************ regarding this project. We informed him the parts to complete his project have been ordered and once they arrive we will schedule the completion of his project. Our manager ************************* will handle the installation of his parts to ensure it is completed to his satisfaction.