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:09/27/2024

  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.

  6/20/24 requesting return of deposit ! after placing order we kept delaying install date ! We had people interested in buying the house, that did not want window replacement.

  Business Response

  Date: 09/27/2024

  This matter has been resolved as we have issued a full refund. Thanks. 

• Initial Complaint

  Date:06/20/2024

  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.

  I am not happy at all with Renewal by Andersens window replacement. Was replacing 27 windows-only sent 3 workers. Kitchen encasement window backordered. Sent us 4 gliding windows with full screens instead of screens like we ordered. 1 window supposed to come obscured, but they sent us a clear one. Kitchen had screen with wide gap-looked bad. Many windows also have extra silicone gel coming out of some spots and some of glass windows came with scratches on it. Installers also caused a lot of damage to window frames like dents, cracks, and scratches and tried to cover up damage with something like silicone gel which looks really bad. Some of wood in frames for bay window had marks on it that dont look good. There made cracks in decorative window borders outside of house. They changed these things more than 4 months later. They sent 3 inspectors after we complained. First one rushed and didnt want to take more pictures. After 1 month of waiting they sent a second inpector and he was rude. We had sent over 100 pictures of all the damage using application they emailed us. Then they sent third inspector. Then we received a call to schedule final installation weeks later. We have been living for 8 months without any shades in our house and this is a security risk while we wait for Andersen to fix issues with our window moldings and our house has also been a mess. We are still waiting for Andersen to fix the damage to our moldings. My moldings were in good condition before installation. Andersen sent painters to fix the moldings. Some of them were rude and disrespectful. They did not do a good job and only worked on less than half the windows in 3 days. Andersen only wants to come back 1 more day to finish fixing the moldings, but there is no way they can finish more than half the windows in just 1 day. Andersen also took final payment from Greensky without completing repairs. This is illegal. We never signed that job is complete. I dont recommend Andersen to anyone.

  Business Response

  Date: 06/21/2024

  The customer received all the goods and services that she contracted for and that is why her account was charged.  With respect to her requests to paint, our contract clearly states that we do not paint or stain.  Some relevant information directly from the contract she signed:
  
  Under the Owner is Aware of the Following: Page 13 Paint And Stain Section:
  "Unless expressly detailed in this agreement, Renewal by Andersen does not paint or stain any product. Any painting and/or staining services needed upon completion of the installation are the responsibility of the homeowner and are not included as a part of this agreement."
  Under the Owner is Aware of the Following:  Page 13 Wood Rot Section:
  "RBA may be responsible for replacing minor, non-structural, rot-damaged wood around the immediate perimeter of windows or doors. Homeowner understands that excessive or structural rot and/or damage will not be replaced or repaired by RBA."
  Under the Terms and Conditions: Page 20, number 11:
  "Structural ********* ******* accepts no responsibility for any damage resulting from pre-existing structural or other defects in Buyers property. ******* is not responsible for remedying pre-existing structural defects in Buyers property. Buyer(s) acknowledges that *******s products do not correct or cure pre-existing structural problems."

  
  So the contract clearly states that Renewal by Andersen does not provide painting or staining services, and is only responsible for minor, non-structural rot or damage immediately around the window/door openings, but not excessive or structural damage.
  This is an old house that wasn't properly maintained.  The natural damage associated with aging is what the customer is trying to get us to fix.  
  Being the reputable firm that we are, and with our customer threatening us, we have made numerous attempts to satisfy this customer.  We hired 3 separate painting contractors to touchup the moldings around the customer's windows.  The reason for 3 different contractors is because each contractor refused to return after being subjected to this customer's abusive language and behavior.  Additionally, this wasn't touchup that was being done, but instead a full repainting of the moldings.  We have repainted all the windows in the home multiple times, with some window frames being painted three times, yet the customer remains unsatisfied.  We did this out of complete courtesy and nothing more, as our contract clearly states that we do not offers such services.  The attached video shows the disrepair that the moldings were in before we did any painting and how much improved they were made by our visits (Before and After photos).   Please pause the video at each frame and take a close look at the condition of the customer's moldings in the "Before" section; each has issues such as dirt, gouges, missing paint, chipping, cracks, etc.
  We have gone above and beyond here, but the customer's expectations remain unrealistic, and we have been unable to meet their demands.  We went from doing touch-up, to repainting in full (multiple times) and now the customer is asking for full restoration.  
  The customer's requests are unreasonable at this point and we no longer feel any obligation.

  Customer Answer

  Date: 07/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   

  I never signed that the job was complete. There was damage done by Andersen’s installers that was not fixed. Andersen is responsible for fixing this damage. If they don’t fix the damage then the job is not complete. So Andersen doesn’t have the right to take the money before fixing the damage, but they took the money which was dishonest and illegal.
  We do not have excessive or structural damage to our moldings. The moldings were in good condition before the installation and the installers caused damage while they installed the windows. Even the sales woman said the moldings were good and don’t have to be changed. Our house is well maintained. The first painting company came at the same time Andersen came to fix numerous other mistakes they made in our order. They only painted a few windows and I wasn’t happy with the quality so I asked Andersen to send a different painting company. The painting manager was also rude. We did not use abusive language or behavior with the painters. This is a lie. Andersen then sent a new company and only 1 painter came so we see his quality of work and he only did 2 windows and they still needed more work another time. Then another time he did not even show up. Another time they came, they did a few more and the quality wasn’t good. The painter started removing his equipment without even checking with us if we were happy with the quality. We were not happy. I heard him cursing in ******* too. He was also rude. He also did not cover up parts of my living room with plastic. They did not paint every single window. That is a lie. All the windows were not repainted multiple times either. If you pause the video at 1:31 you can still see the painters did not do a good job and there is still damage on the frame. There were only 2 contractors sent. There is dents and scratches on the moldings from the installation. We did not ask for a touchup, painting or staining, but for repair to the damage to our moldings. Andersen needs to complete the job by fixing the damage to our moldings caused by their installers.

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

• Initial Complaint

  Date:06/10/2024

  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.

  This business has been badgering us with solicitations! And I dont mean the normal solicitations you get from time to time. This business sends us something practically every month and it has been going on for at least a year now. At first they just put the offers in our mailbox, which is against the law. Then they started to mailing them. They claim we have problems with our windows that need to be replaced. They need to be reported!

  Business Response

  Date: 06/10/2024

  I'm sorry for the disturbance. I will get ************** info to the marketing team and we will place it on our Do Not Mail list. All of our flyers are sent via **** and include all appropriate markings. They marketing department sometimes setup up mailings up to 90 days in advance so please allow for this. We do not control any mailings that are included as inserts in a community publication. If ************** is receiving them as inserts, she can reach out to the specific bulk sender or the ****. My apologies again and we look forward to resolving this issue for her.

• Initial Complaint

  Date:04/12/2024

  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.

  Renewal By Andersen installed a defective sliding glass door. Videos and photos were sent. They agreed it was defective and finally sent a replacement door. Technician comes alone, carries the door in and chips my ceiling when he brought the door in. He then realizes it's the wrong door. He takes it back and Andersen PROMISES expedited shipping. They have since canceled the order THREE TIMES stating the wrong door came in. FYI: Nobody has reached out, as promised in the reply!!!! :( !!!!!

  Business Response

  Date: 04/12/2024

  Our installation manager spoke to *** ***** and we are sending a professional painter to touch up the ceiling that was accidentally damaged and will also schedule service to install the panel once it arrives. 

  Customer Answer

  Date: 04/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because I spent $14,540.00 on doors that were defective from the beginning. It should not take six months and three cancellations by Andersen to get this fixed!!!!! 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 04/16/2024

  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 and the matter has been resolved.
  If your promises fail to come true, this claim will be re-filed.

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

  
  

• Initial Complaint

  Date:04/04/2024

  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 had a window installed by ***. They came and assured me that they were very professional and would clean up after themselves. After the installation, I still find glass shards from the "************************ on my patio and in my yard around the area they were working in.I was contacted by *** ********************* of the *** support team asking about how my installation went. After informing him of the abysmal results, he offered a solution in terms of credit or would work with me to achieve a solution. He has consistently dodged my calls and rescinded his offer of help because they only found out after the SUPPORT TEAM reached out to me. Unprofessional and would not recommend doing business with this company at all to anyone reading this.

  Customer Answer

  Date: 04/05/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:04/04/2024

  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.

  Window replacement 12/3/2023 Amount paid 40k for 13 windows Renewal by Andersen came and replaced my windows in my entire home. The installation came out great and the crew that the job was subbed out to were clean and professional. The problem is specific to the window itself. The window leaks water from the inside of the shower to the outside. The water then runs down the side of my house and pools on the patio below. Every morning after taking a shower there is a puddle outside my kitchen door. I have been in contact with Renewal by Andersen multiple times in regards to the first window installation and have been told that all Andersen windows leak that is what they are designed to do. One representative even told me to put up a curtain. I then called the sales representative and he assured me that this is not what Andersen windows are designed to do and that the window that was installed was defective and they will be replacing the window. They did come and replace the leaking window with another window that leaked. I have been trying to get in contact with someone from the company that can actually get some resolution to this matter and apparently there is no one in this company that is competant of doing thier job because it's been six months and every time I call customer service they tell me that the situation has been elevated and a supervisor will call me back and no one calls me back. I was assured that these windows were an upgrade and they would be better then the windows that were there since 1980. Well guess what those windows didn't leak and Renewal by Andersen windows do and apparently all Andersen windows are designed to leak as per thier own representatives. They are also lying and saying that a technician has come to inspect the leaking window stating that the window isn't the problem. Everyone that has come to inspect the window has been able to clearly see the water leaking from the inside to the outside of the house.

  Business Response

  Date: 04/15/2024

  Our team has sent over to ************* a supplemental agreement to their contract. We are ordering a picture window and an awning window in place of the double hung in his bathroom that he originally had on his contract. They called him, left a message and sent him an email this morning to follow up on his signature.

• Initial Complaint

  Date:03/25/2024

  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.

  New Windows water leaks inside my walls every time there is heavy rain

  Business Response

  Date: 04/01/2024

  We sent our team out to do a test to investigate ********************** complaint. The team spent one hour spraying the window itself to see if we could reproduce the leak. We followed up by spraying the rest of the building for another hour but neither test reproduced a leak. The leak is coming from his roof, the customer agreed that he needs a roofer and the leak is not caused by the window. 

  Customer Answer

  Date: 04/02/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:11/08/2023

  Type:Order 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.

  Company removed our old French doors/replaced with incorrect door on August 28, 2023. Rescheduled in October and confirmed on November 7 to have correct new French doors installed November 8, 2023. Company never showed at scheduled timeframe between 8-10:30 am . Contacted company at 11:00 am without any response or explanation.

  Customer Answer

  Date: 11/09/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:10/23/2023

  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.

  I had to replace windows because I live on a noisy street, after speaking with a salesman in my house multiple time, he assured me that new windows that they sell will reduce the sound dramatically. He then showed me a video on ******* of a customer who is very happy with a sound. They could only show the window in the catalog and believed the company because of their reputation.After the install of new window, the sound proofing is actually worse that it was before, and after contact them, they refuse to give money back or replace the windows to a different one.So I paid $6K for the windows that made the sound problem much worse, and I believe it's because of the design flaw in the window it self

  Business Response

  Date: 11/02/2023

  We've come to a mutual agreement with ************ on this issue. We've been able to isolate the issue to a single Gliding Triple window and have offered to change the product out for a Casement Triple window at a reduced price. This window swap should alleviate the noise reduction concern and satisfy the complaint. We're tying up the specifics now and will have this scheduled for a service install by the end of next week for ************.

• Initial Complaint

  Date:10/23/2023

  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.

  I purchased 15 windows from this company in January of 2020. All appeared to have been installed correctly with no obvious signs of defects. On 23SEP23, I was in my house and heard crash above me. When I went to investigate, I found that the window in one of the bedrooms detached itself from the sill, hit the radiator beneath it and shattered the glass. Nobody is using that room, and nobody was there at the time, so that leads me to believe the window fell out by itself due to some type of defect. When I called the company to report the broken window, they said they would send someone to inspect it.Before the inspector could come out, that same window fell out of its sill a second time. We ended up having to add some backings to the wood frame to stop the window from falling out a third time. When the inspectors (****** and *****) did arrive on 4OCT23, they took a picture of the S/N of the window in question and another window that I now feared may end up falling out just like the first one. The inspectors admitted that the second window appeared to be malfunctioning and added tape to the first window so that if it fell again, the glass would not go everywhere. I have called this business on October 4, 6, 11, and 20 2023. On that last date, the customer service rep assured me that someone would reach by the 23rd and they still have not. The company is claiming the damage is not covered under warranty and refuses to provide me an email address to document this. I would like a supervisor to contact me about this, explain how this is not covered under warranty, provide either a repair or replacement for the second window before it fails, and replace the first window. It has been over a month since I brought this to their attention. As we move into winter weather, the only thing covering that window is a thin layer of tape as I wait for a resolution.

  Business Response

  Date: 10/24/2023

  We have agreed to replace the parts in question as a courtesy. Thank you.