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:08/28/2023

  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.

  Long Island Custom Windows dba Renewal by Andersen of Long Island received $17,288 from *********************** on or about 4/23/2023 to install 11 windows.No work has been performed.We would like a full refund.

  Business Response

  Date: 08/29/2023

  Our management team has been in contact with the purchaser and this has been resolved to their satisfaction. Thanks! 

  Customer Answer

  Date: 08/29/2023

  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:

  [There has been no resolution reached. We requested to lower there price to $14,500 or cancel the contract with a full refund of $17,228. Renewal by Andersen(***) has not agreed to either of these pre-legal resolutions.

  In the meanwhile, *** has $17,228 of our money. $5,000 of which was cash and the remaining $12,228 is a loan at nearly 25% interest rate with there partner finance company, Greensky. Again, no service has been performed and *** has been holding this money since on or about  April 3rd, 2023. 

  We ask that *** accept either pre-legal resolution described above.]

   

   

   

   

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

  
  Sincerely,
  
  ******/ *********************/ **********
  
  
  
  
   
  

  Business Response

  Date: 08/29/2023

  A full refund was authorized today and it should be reflected by Tuesday, September 5th due to the holiday weekend.

  Customer Answer

  Date: 08/29/2023

  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:

  [Thank you. To receive the full refund would fully satisfy our complaint and place *** in good standing. However, the complaint will remain unresolved until funds have been received and deposited.]

   

   

   

   

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

  
  Sincerely,
  
  ******/ *********************/ **********
  
  
  
  
   
  

• Initial Complaint

  Date:05/11/2023

  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.

  End of October, 2022 I signed a contract with RBA to replace all the windows in my house. A sales rep. came to my house and gave me a quote, gave a description of the quality of the windows, told me how great they are, the highly professional and knowledgeable teams that they work with. We chose windows that are black for the exterior and white for the interior Beginning of February, the installation team came. Missing 4 windows I had told them to be very careful with leaving doors open and to start one floor at a time since we have pets and it was also freezing cold outside, however they did not, leaving the house extremely cold with people and pets still inside. I had to hold my pets with me so that they wouldnt run off. My experience with the first installers was a living h*** The job was done so badly that we had to complain to management, and they sent an investigator. The investigators name is **** and when we were expressing our concerns, he was fairly dismissive while making rude comments about the house being old. He claimed that we were complaining to only get money, even though all we asked for was for the issues to be resolved, our basement windows were also clear instead of obscured. **** said that all basement are like that however I spoke to a rep. and they told me that it shouldnt be clear 2nd installation team came over, although my experience was better, basement windows were still clear, the screen was still ripped, and the major issue with all of the double hung windows was that grey part. The next date, which was around April, 2 guys came in and not only did they have the incorrect window screen size for the kitchen, but they had no clue about the grey part I want compensation for the bad service I received along with the many mistakes that were made and the grey part fixed, NOT PAINTED I had to take off from work many days and contact the company only for nothing to happen and many months have passed.Thank goodness we documented everything

  Business Response

  Date: 05/18/2023

  The customers original order came with a few items that the client was not happy about.  We serviced those items as follows:   She was unhappy with the idea that 2 sashes arrived unobscured (we exchanged them for free with obscured sashes), she didnt like the capping work on some of the units, and a screen arrived damaged from the factory.  We did all the service, but the replacement screen arrived damaged. 

  On February 18th, the inspection was conducted, and the following corrections were made: inspecting all 17 windows, installing 6 full casings, recapping 5 windows, adding stop molding to 3 windows, cleaning all windows, and redoing the caulking in 15 windows. As per our records, our call agent called the customer to inquire about the progress, and according to our logs, everything was going well. The customer also requested a detailed email describing what was being done that day which we provided.

  
  We tried to set up an appointment to replace the screen, and that is when the customer brought up not liking the fact that the internal parts of her window are gray in color (external being black).  This is the way that the window is manufactured and the sales rep made the customer aware of this at point of sale.   There is no option to reorder the windows with internal black parts they simply dont make them that way.  Sales Management spoke to the customer and explained that the windows are the right color and the customer hung up on the manager, obviously not happy.   Regardless, theres nothing we can do and we do not advise painting the parts as that will cause the need for additional/future maintenance and upkeep.

  The attached photos are of pre-existing conditions and were taken by ** prior to installation.  The home was/is in disrepair, so any claims of damage were already present prior to us doing the work.
  
  RESOLUTION PROPOSAL:  We are still willing to install the screen.  We would also be willing to offer the customer a 1-time credit in the amount of $500 as a show of good faith.

  Customer Answer

  Date: 05/23/2023

  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:

  [Your Answer Here] It wasn't that I wasn't happy, it was more that the service I had received was not the kind of service that the sales representative told me I would be receiving. The basement windows were supposed to be obscured in the first place, I even have recordings over the phone of different people telling me that it's common sense to have the basement windows obscured and that it should never have been clear in the first place. The sales representative was also aware of this and we had specifically asked for the basement windows to remain the same as before (obscured). I also had a conversation with him asking why the price was more for those windows since those were smaller and he had told me that it's because they're going to be obscured, so it's ridiculous to think that nobody was told that we wanted those windows to be obscure. Of course I wouldn't be happy about that since those windows were more expensive that the others, and they weren't even the correct ones. The capping and overall work was poorly done, so it wasn't an issue of taste, but rather the quality that I had paid for. Again, I was told that Renewal By ******** hires extremely capable people that do quality work, and I didn't receive true quality work. The screen was the kitchen screen and it didn't arrive broken, the installers were very rough with the screens and demolition, so they eneed up breaking the screen themselves. Even months later after the other installation team did the other work, that screen was still the wrong size, so as of now there is no replacement for that kitchen screen and I'm left with a screen that's not the proper size. The 2nd installation team only came over due to the carelessness of the first team, so if the first team had done the job properly then it wouldn't have gotten to the point of sending a new team. That's absolutely out of my hands. A new issue did arrive as the window ***** were left smaller, and now I don't have as much space to put anything there. Also, the 2nd team had ruined one of my electrical outlets due to pulling on their extension cord, and it still doesn't work to this day. From the very beginning we had clearly mentioned the grey external (not internal) part of the windows and that if all of the windows were like that, then to not install them. However the installers didn't want to understand my concerns and just continued. We mentioned this to the inspector again and nobody was addressing that issue for months. We called the company numerous amounts of times and we even talked to representatives that stated that yes it should be the color we want and that it is fixable and we were even told that a new team would bring materials to fix the grey part. We clearly asked them to send an email detailing exactly what will be done and to this day, we have received no such email. When the next team arrived, that's when we were told that there wasn't anything they were going to do about the grey parts, even though they had ** waiting for months. They only fixed the basement windows and also brought the wrong size of the kitchen screen. The sales representative never told ** about the grey EXTERNAL part and he even had a sample window that we were looking very closely at and it didn't have any grey on it. If the sales representative did actually mention that despite whatever colors I choose, that there would be a grey part then I never would've gone with Renewal By ******** as I'm not going to pay thousands of dollars just for my windows to look incomplete. I would've gone with a different company that would keep the windows the actual color that I wanted. It's obvious that it's grey when anyone is outside and the majority of my windows (11) are double hung. The sales representative kept on going on about the quality of the work and how the installations teams are made of extremely knowledgeable people that are tested in this field of work. Never in my life would I believe that after seeing the work that was done. As much as I was contacting the company, I was also contacting the sales representative who was extremely dismissive and then stopped answering my calls. Regarding the photos that Renewal By ******** had posted, this doesn't show anything regarding the house itself, in fact, we were starting to fix any other issues prior to Renewal By ********** arrival so the house was in much better condition. The photos themselves are simply of the windows that were going to be replaced (I paid for all 17 windows to be replaced) so I don't understand the purpose in claiming that it's in bad shape since that's the reason why I hired this company. I hired them to replace the windows entirely, so of course the older windows are going to be in not so good shape, that claim holds no ground whatsoever. They even attached a photo of my sons room, which shows how the wall looked like before the first installation team had ripped off part of it due to being careless during demolition. This clearly shows how different it looks. Overall nobody mentioned the grey part and now that I'm voicing my concerns about it, this feels like a scam since now they say that the sales representative told me even though that was never mentioned before. I'm completely stuck in limbo as I cannot do anything with the windows due to losing the warranty and Renewal By ******** is refusing to do anything themselves, not to mention all the damage the installation teams have done to my home, which they are trying to completely deny.

   

   

   

   

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

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

• Initial Complaint

  Date:03/30/2023

  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.

  This is in regards for windows that I ordered on 2/3/2023. I learn about the replacement windows through fliers I have received in the mail from Andersen windows. I was misled into buying windows by the consultant who was sent to my home through manipulation and tactics used by the consultant. On 2/3/2023, a consultant from the window company came to my home by appointment which was made previously to check out 1 large window in my living room and 1 broken window in my kitchen. During that time, I also asked him to check out two other single hung windows in my bedroom to see if they need to be change because of the cold air coming from that area. At this point the consultant was going through other rooms in my house that I did not authorize, he then said to me the windows are not in good shape and they all need to be replaced, or else if I waited any longer, I would have to replace the entire sidings of the house, and this would cost me hundreds of thousand dollars to fix. After the sidings are fix, then they would be able to come in to change the windows. He said that his company makes the best windows, and I would not regret it replacing the windows. At that point I did go on to order the windows, I was explained and given many forms to fill out. I ask the consultant to give me some time to think about it and he told me if he does, he will not be able to give me last year's price with the discount that they were offering on that day. After giving it, some thought I decided to reach out to the company on 2/72023, the person I spoke to told me that this was the call center and that I need to talk to the consultant who came to my home. I reach out to the consultant right away and spoke to him about changes I need to make, he said there is nothing I can do at that point because the order has been done electronically. At that point I lost all hope and many sleepless nights. I also reach out to him on 2/10 and told him that my husband checks out the windows and said the windows was not in any bad shape all. On 2/12/2023, I reached out to the consultant through text because it was on a Sunday and told him I want to cancel the order, that is when he told me that it was too late to cancel. He said to me that I had up until 2/7/2023 to cancel the contract. I said to him I reach out to you on two occasions, and you never mention this to me. He said to me that it is not his job to tell me about the cancellation and that I was supposed to go to my Email to figure that out. He was very enraged and disrespectful at this time, and I was not treated as a customer, he also said to me if I had done the replacement in 2015 when an Andersen consultant came to my house it would not have been so much. This led me to believe that he was making me pay more money because I did not come to an agreement in 2015.I went on vacation on 2/12/2023, after returning from vacation on 2/21/2023 I had many misses call from the company. I call the company and speak to someone, who said to me that he understands that I need to cancel the contract and that he was sorry to hear that things did not turn out the way it should. We spoke several times and on the last day we spoke he said that if i withdraw from the contract I would have to pay a fee of $20,000 or go ahead with the installation, and that he would not like that to happen. I said to him why would I pay when the consultant was not honest with me in the first place. The consultant got me a loan through the loan company without even checking my credits, I did not even talk to anyone from the loan company until 4 days after they paid out $35,600 to the window company. He had never even addressed any cancellation notice when he was going over the contract. At this point I am forced to give an appointment date 4/25 for installation.

  Business Response

  Date: 04/12/2023

  ****************** made contact with our office during the first week of April and agreed to pay for the product she ordered, foregoing installation and warranty.  The full and final settlement was in the amount of $13,600 for the product, which we agreed to deliver to her property.  She has the settlement with all necessary stipulations but has not returned it back to us signed yet. 
  We are awaiting the return of the settlement to resolve this complaint. 
  

• Initial Complaint

  Date:12/06/2022

  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.

  On April 30,2022, I signed a contract to install a bay window at the property address.Despite the excessively high price of $11,878, (******* ******** woman age 81) signed the contract and entered into a finance agreement with ********, A ******* ***** Company. The installation date was scheduled for August 20, 2022 which was 4 months after the initial contract was signed. This was an excessively long wait for the window Temperatures in August are always well above 50 degrees which allows seals and caulking to cure properly and for the window to be properly installed On August 20,2022, the wrong window size was delivered to the home because the initial Renewal by Andersen representative took the wrong measurements of the window site The inconvenience was addressed by Andersen with a discount as of August 26,2022 in the amount of $500 reduced from the initial price The new installation date was scheduled for October 4, 2022. AGAIN, the window was the wrong size. this time it was too big. Now in December, I get a statement that I owe $7,840 for a window that was NEVER installed! This is a SCAM!. This balance is incorrect and must be zeroes out immediately.

  Business Response

  Date: 12/06/2022

  There was a bit of a misunderstanding with ****************** when it came to the Greensky payment. The homeowner thought we had charged her via Greensky after the project was successfully canceled, but what they had received was a letter from ******** notifying them that the 6 month purchase window expired. We have reached out to the homeowner and have cleared up the issue and are sending her a letter via e-mail and physical mail confirming the cancellation of the project and documents showing the refund on our end.

• Initial Complaint

  Date:11/18/2022

  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.

  Good evening, My wife and I purchased 3 ******** windows in August 2022. We spent ***** on 3 windows. They installed them on October 16th. The window that was replaced in the bathroom has been leaking from the outside onto our front patio (soaking the wall outside and our outdoor furniture. We were then told that the wrong type of window was installed. They did say they will replace it, however this has caused a great deal for us every time we take a shower. We thought it would only be fair to receive some money back. On top of this, a window that was put in a downstairs bedroom shattered on a windy day. There was glass everywhere including on the bed where my mother was sleeping that night. We provided pictures and have relentlessly called to speak with a supervisor for assistance. We finally got in contact with the salesperson who assisted us with our original purchase. He made empty promises on top of being very rude. This company strives on being the best in the business, meanwhile they leave you waiting with no results. Someone came to just throw tape on the broken bottom part of the window. This does not help on cold nights. So, in return we have to blast our heat to keep the pipes from freezing over. We are asking to be compensated for $800. With all that we have been through since the installment, we believe this is only fair. If not, we will have to take other measures. Shame on this business who has been in business for a longevity of time.

  Business Response

  Date: 11/22/2022

  The team has read out to the customer and this has been resolved.

• Initial Complaint

  Date:11/17/2022

  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.

  I placed my trust in this company back in August. I decided to purchase a door that cost $ ***** . It is November and they haven't installed anything. So I would like to report them , because they refuse to return my money back. The contract says that they will install the door between 8 to 10 weeks. It has been 16 weeks, and I do not feel safe, because my door is broken. I would like my money back so that I can purchase a door in another company that will install the door asap. I would appreciate your attention in this matter. Thank you

  Business Response

  Date: 11/19/2022

  We have reached out to ****************** to release the her from any obligation to doing the door.  We have canceled the contract without penalty and apologize for the delay and any inconveniences caused by current supply chain issues within the industry. 

• Initial Complaint

  Date:11/09/2022

  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.

  Bought two bow windows and had them installed by renewal by andersen . The windows are very cold and ****** and no matter how many times we call the problem is not fixed. They promise to fix this but I'm at the point of no return. The drafts at the window blows cold air on us and it's so cold. After spending so much money for supposedly the best windows we are very disappointed. This needs to be seen by a manager to be fixed or taken out. A nightmare.

  Business Response

  Date: 11/15/2022

  The management team has reached out to *** ****** and is in the process of making sure all of his issues are resolved. 

  Customer Answer

  Date: 12/29/2022

  At this time, I have been contacted directly by Renewal by Andersen of Long Island regarding complaint ID ********, however my complaint has NOT been resolved because:

  
  
  How are you doing. This is **** ****** responding to you that renewal by andersen came out to my house on 12/21/2022 and did a great job on fixing the two bow windows that were very cold. They tried to do everything possible to rectify the problem. The repairmen ** and his group of guys did a job well done. Thank you very much for your help.
  
  
  
  Sent from my Verizon, Samsung Galaxy smartphone
  

• Initial Complaint

  Date:09/09/2022

  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.

  To whom it may concern. My name is ****** and I was very disappointed from what your company Windows By ******** claimed to represent (Best window ************* on a recent window/door install at my home. After the initial installation I contacted your customer service team to express my extreme dismay of the shoddy workmanship that was done by your install team. A second individual came back to evaluate and fix the issues and all he did was minimize the needed repairs and deflect my concerns. This representative was argumentative and passed the blame onto the sales team. The costs of the total projects done by Windows By ******** were 3 X the total costs of other competitors and I expected a first class job and experience. The job was nothing more than a class C job in my estimate leaving my door frame with 2 holes that were just hastily covered with wood filler leaving an unfinished job. This has me in state of dissatisfaction with a totally disappointing experience.

  Business Response

  Date: 09/10/2022

  Our installation manager spoke with ********************** regarding her issues and has scheduled a painter for the 16th of September.

• Initial Complaint

  Date:08/25/2022

  Type:Product 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.

  Signed contract 4/10/22 Windows installed 6/28/22 Amount Paid $47,500 for 19 windows Besides the 19 windows each window was to have an Exterior Finishing trim Package.They did not put the exterior finish on any of the windows. It was scheduled for a 2 day job. The installers said we didn't need the trim because we had just had the siding done and that they had another job tomorrow and couldn't come back. We asked the Company for a refund of the trim package since it was included in the price and touted how superior their trim is. We have been in contact with the Sales Person ******************************* since 6/30. First he said it's never happened before, once he found out from his installation people it did happen it took 2 weeks for a reply of I'm working on it. This has been going on since 6/30 every two weeks we initiate what's going on. He's always very busy and sorry and sends it to his manager, still no replies. Our last correspondence was 8/13 when he said he sent it to two managers but we haven't gotten any replies from anyone. We simply would like a refund for what we paid for and didn't get.Thank you

  Business Response

  Date: 09/06/2022

  We have reached out to *** *** and came to a resolution including a refund for the windows we did not cap. 

  Customer Answer

  Date: 09/13/2022

  At this time, I have been contacted directly by Renewal by Andersen of Long Island regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:07/15/2022

  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.

  i purchased 10 new windows, one patio door on 3/9/22. installation was done on 5/23/22, on the day of installation i was informed that the screen for the patio door was back ordered , i was given a $50 gift card for some obscure restaurants on the south shore. I called the company after a day or so to obtain a timeline of when the screen would be available, i was told by ****** there was no date he didnt know i called my salesperson *********************** for assistance, i was told no more a few weeks.By end of June, i had not heard from Andersons , i called their service number, and left a message, called my salesperson and sent a email to the president of renewal long island. ******, from service called from a unknown number, and informed my son that the latest the screen door would be in would be July 12,2022. I have not heard a whisper from this company and it is the 14 th of july !!! Obviously this door can not be used as intended, since bugs would be flying throughout my home. I am very disappointed in this company, they are not trustworthy, have horrible communication, and have left me hanging. i hope you can intercede.

  Business Response

  Date: 07/15/2022

  Weve have been interacting with *** ************ since yesterday afternoon to provide a date. We just received the product in question, and we are reaching out to her now to schedule an appointment for the screen.