Complaints

This profile includes complaints for Renewal By Andersen of WNY's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Renewal By Andersen of WNY

  80 Newbury St Ste 1 Rochester, NY 14613-1567

  
• 

  Renewal By Andersen of WNY

  23 Dick Rd Depew, NY 14043-2601

  

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:03/18/2025

  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.

  bought 10 windows totaling $20k+ windows were improperly installed and make loud popping noises. for $20k i'm being told that's normal by multiple RbA people. windows are overpriced and the quality of work is shameful. they never sent anyone to inspect the quality of the installation. we complained then and nothing happened. we just put up with it. recently made another request to fix the issue and we're being told we'd have to pay to get it fixed. i highly recommend anyone purchasing windows from RbA, do not buy. they do a great job of selling you shit service.

  

  Business Response

  Date: 03/19/2025

  ?
  Christine Salamone
  
  ?
  ?Reply
  ?Reply all
  ?Forward
  
  
  
  ?
  
  ?
  
  To:?
  Wed 3/19/2025 1:50 PM
  Renewal by Andersen spoke with **** on 3/19/25 at 9:06am to discuss the following:
  1.)**** understands that the water infiltration in the GT window was due to a water melting from an ice damn that was located directly above the window. 
  2.) **** is unhappy with the look of his exterior trim. This concern is being brought up 6 years after original installation and falls outside of his 2 year install warranty. This concern was also not brought up on a service appt ran in 2022. **** understands to have his windows re-wrapped would be a charge. See resolution below. 
  3.) ****’s biggest concern is the “popping sound” that is most likely happening from natural expansion and contraction with how the siding meets the metal trim. 

  Resolution:
  Renewal by Andersen will come out and re-wrap the 2 large GT units that have the most “popping.” We will also check foam insulation when we remove original trim. New trim will be applied to the 2 GT units; Fiberglass insulation inside the trim will be used while re-wrapping to help decrease the amount of “popping” that is occurring. 
  Christine and **** will speak after appt to discuss re-wrapping of the remaining units and price

• Initial Complaint

  Date:03/11/2025

  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 a contract with renewal by Anderson on March 3rd for new windows. Gave them a $2000 deposit. Upon final inspection they advised the contract would be substantially higher as the measurements were incorrect. Canceled the contract, and they have been advised multiple times to refund my deposit with no success. I have received other multiple bids, and can't proceed until the deposit is refunded. It's now been 10 days, and still no refund?

  

  Business Response

  Date: 03/11/2025

  Mr., ****'s cancellation came into our office March 5th, 2025. The contract clearly states deposits returned between 7-10 business days, the refund was processed March 11th, 2025(6 days), and he will be receiving a copy of the return through our Merchant portal (credit card services) or email. 

   

   

  Customer Answer

  Date: 03/11/2025

  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. 
  They have proceeded to refund the deposit today. They can take the deposit in 1 hour, but 7-10 to process the refund?
  Regards,
  
  ***** ****
  
  
  
  
  

• Initial Complaint

  Date:03/05/2025

  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.

  I purchased windows from Andersen Windows, including a bay window, and have experienced ongoing issues that the company has yet to resolve. The bay window has been leaking since installation, causing significant damage to my home. Despite multiple attempts to have the issue addressed, the problem remains unresolved. I have contacted Andersen Windows several times, but I have not received a satisfactory solution or proper assistance in repairing the damages caused by the defective installation. I am seeking immediate resolution, including repair or replacement of the faulty window and compensation for the damages incurred.

  

  Business Response

  Date: 03/12/2025

  Tell us why here...
  On 3/10/2025 RbA Technical Director, J. F******** performed an inspection and analysis of the previously installed bow window unit.  After a complete inspection of the bow unit along with extensive examination of the installation process, the following information was noted:
  
     - The Bow unit was found to be installed plum, level and square.
     - Removal of exterior aluminum trim revealed proper attachment of the bow window unit to structural framing (roof rafters ) above.
     - At the time of inspection, the top of the bow unit was dry, however, signs of water staining were noted above the bow window unit and not within the scope of RbA’s work, on the rafters, wall plate and roof deck.
     - Further inspection of the homeowner’s roof, directly above the bow window unit and not within the scope of work performed by RbA, revealed a badly damaged drip edge in several locations.
     - Additionally, no Ice & Water Barrier was observed on top of the drip edge and below the shingles.
     - A number of roofing shingles were noted as peeling off at the time of the inspection along with an observed “waviness” of the roof.
     - There is also evidence of water flowing between the gutter system and the facia board of the home with water making its way directly into the soffit area above the bow window unit as well.
  
  All evidence from the inspection along with the recently observed weather conditions causing significant ice damming across the region, indicates water infiltration originating from the overhanging roof area above the bow window unit.  Water appears to be entering the home at the roofs edge and making its way into the soffit area of the home with gravity then causing water to flow down the roof rafters and on to the top of the installed bow window unit.  From that surface, water would then naturally flow to an area of least resistance as it pools and would be observed at varies entry points of interior trim areas as noted by the homeowner.
  
  Additional insulation was added to the top of the bow window at the time of the inspection and the exterior aluminum removed for inspection was properly reinstalled and sealed to the exterior.  We advise the homeowner to correct the roof issues noted above with a qualified roofing contractor to prevent further damage from occurring.  There is nothing that can be done to the bow window installed to correct the water entry issue that is being experienced by the homeowner.  The homeowner’s over hanging roof was not within the scope of any of the work performed by Renewal by Andersen.

• Initial Complaint

  Date:04/02/2024

  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.

  Hello, We had two sliding glass doors installed last January 2023. One of the doors was upstairs in our sunroom. At the time, there was some rot under the door and the installers brought in some wood to fix the problem. I’ve enclosed some pictures from that installation. They told us that the issue was repaired. Installing a brand new $7500 door over rotted wood didn’t make a lot of sense so Renewal by Andersen repaired it. So we thought. Now it’s one year later. We are currently in the process of replacing our hardwood floors and the removal of the floor showed a major problem under this new door that was installed. It is completely rotted. Plus there is a wedge under the door. So obviously the problem wasn’t resolved as we were told. When we contacted Renewal by Andersen by phone and texted them these additional pictures they responded by calling us and telling us that the issue was ours and not their problem. Not in their scope they said. No responsibility. It’s either one of two problems. The rotted wood was not properly repaired or, if the rot extended under the floor at the time, the whole door insulation should have been delayed until it was repaired. Either way it’s a problem now as the wood has to be properly repaired and the door possibly removed and reinstalled. How does this affect the lifetime guarantee? Also, what can the company do to repair not only the door but their reputation? We didn’t want to make a big deal of this but Renewal by Andersen never answered a written email that was sent to the WNY office. We have attached before and after pictures detailing the problem. The pictures of the installation show the rot where the hardwood floor is in tact. The pictures of the current situation are with the hardwood floors removed. Both have rot under the door. Obviously the issue was never resolved. Thanks for your help.

  

  Business Response

  Date: 04/09/2024

  In January of 2023, Renewal by Andersen of WNY installed a patio door into the home of Mr. **** ******* at **** ********** *** Canandaigua, NY  14424 to replace the homeowners existing patio door.  Upon removal of the older door, our installer noted rot and deterioration of the subfloor material directly under the threshold of the door to be replaced.  Photos of the deteriorated subfloor material were taken at the time by our installer (see attached photo) and it was noted to the homeowner that the rotted subfloor likely continued beyond the scope of our work and into the home under the rooms finished hardwood floor.  During our installation process the rotted material beneath the threshold was removed and it was then replaced by new subfloor material within the threshold area prior to installing the new patio door.  Our installer also took pictures of the new subfloor material once it was installed within the threshold area to properly document the process prior to performing the new door installation (see attached photo).  Again, this was all shared with the homeowner at the time of the installation and our lead installer has verified that the homeowner was aware of what was found and how the rot could likely continue underneath the finished hardwood floor which was not within the scope of work contracted with Renewal by Andersen.  It was also noted to the homeowner during the installation that the exterior deck surface as well as the decks ledger board were rotted and contributing to the deterioration of the interior subfloor.  At the time, all structural components of the rough opening and supporting floor joists were intact and free from structural damage.
  
   
  
  Any current repair or replacement of subfloor material extending into the home can be replaced with new subfloor material by a flooring contractor once the hardwood floor is removed.  Any interior floor work or subfloor replacement can be done without interference from the installed patio door or subfloor material under the threshold previously replaced by RbA.  Additionally, the rot problem is likely to continue until the exterior deck issues are properly addressed and resolved by the homeowner.
  
   
  
   
  
   
  
  Mike G********
  
  General Manager
  
  Renewal by Andersen WNY
  
   
  
  

  Customer Answer

  Date: 04/10/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This response by the company makes no sense. Why in the world would we spend $7500 for a new patio door and have it put over a floor that is most likely to continue rotting according to Renewal by Anderson?  If the company had told us that the rot was going to get worse or likely continue, we would not have agreed to put in the door in at that point.  We were told that the rot was fixed and that it was under the door and that everything would be fine.  I believe they just wanted to get the installation done and collect the money. The most logical solution would have been to delay the door installation until the entire rot problem was fixed which we would have been glad to do.  But the company obviously valued sales quantity over work quality.   It’s sad really because the company stresses how much better they are than their competitors with their own installers. An independent installer would’ve said no way to this installation.   Now we are in the process of finding contractors to fix the problem correctly.   Regards, **** ******* and ***** ******** 

• Initial Complaint

  Date:02/26/2024

  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.

    They were placed August 9-10 - Trouble started when winds & cold weather started. They have been here more that 5-6 times. Trying to solve the problem. But never did. Last time they were here was Feb 5 & 6th. Terrible customer  service. Never buy the sliders - air comes through center windy had to place towels to keep draft out, I've never been sick in winter as much as now. Salesmen Charles S********* told me  that they are better than reg Andersons which they are not. Draft still not fixed they came in a cold guide & save these is better

  

  Business Response

  Date: 03/14/2024

  
  Renewal by Andersen of WNY has been working with Ms. ****** and her requests for service for several months
  with many in-home service assessments by our qualified technicians. The homeowner's concern of excessive air
  infiltration has been thoroughly examined and addressed with each service appointment that has come to the
  same conclusion. Ms. ******'s gliding window is fully functioning and performing as intended and within the
  parameters of our manufacturing specifications. This information has been verified with our manufacturing field
  service and technical support team. High wind conditions will on occasion exceed the design pressure (DP) rating
  of all windows depending upon the DP rating associated with each window style, the overall size of the window,
  as well as environmental conditions such as prevailing wind direction and the home's location.
  In February of 2023, our Renewal by Andersen sales representative met with Ms. ****** in her home and
  presented Renewal by Andersen's window offering which includes various information on all of our window styles
  made available to consumers. A full color catalogue designed for consumers to explore our window offering was
  also given to Ms. ****** at the time of the appointment. Aesthetics, style of operation and performance, along
  with pricing and affordability, dictate the individual preferences that are often different from consumer to
  consumer. Ms. ****** chose the gliding window option according to her own personal preferences. An in-home
  follow up appointment was scheduled shortly after the sales appointment with a technician who verified and
  confirmed Ms. *******s selection of the gliding window. Our sales representative specifically recalls Ms. ******'s
  request for a gliding window due to it being lower priced than other available options.
  Information regarding our different window styles is made available to consumers during the sales appointment,
  again during our technical assessment and measure appointment, as well as on our comprehensive company
  website that is designed for consumers to explore our window offerings and specifications should they desire.
  Technical and performance information is also made available to any consumer interested in analyzing
  performance data.
  In good faith, we have offered a significant discount to Ms. ***** should she wish to choose another window style
  or configuration.
  Mike G********
  General Manager
  Renewal by Andersen WNY

• Initial Complaint

  Date:08/11/2023

  Type:Sales and Advertising 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 3 windows from Renewal by Anderson. I was given a VERY hard sell but I understand it is my problem I fell for it. When they came out to install on June 20th they sent a sub contractor. I was told they had "master installers" this was not the case. Either way the contractor was very concerned because of water damage that the windows should not be installed. I immediately tried to get a hold of someone else but had no luck. In the mean time he called the service coordinator and was told to "go ahead" with the install. I asked repeatedly if it was safe , his tone had changed completely after he had spoken to the person in the office. After he finished I did get a hold of another contractor. He assured me this window should not have been installed and the wall will not hold it. Then Anderson sent out a contractor, he also said it should never have been installed. I wrote several emails and sent letters to the home office but they will not take any responsibility. Now it is going to cost me about $2000 more to fix it than it would have had they waited. I have since cleaned out the area and dried it out. I am attaching pictures where you can see the beams are so deteriorated they do not touch the ground. The window is essentially floating.

  

  Business Response

  Date: 08/16/2023

  Renewal by Andersen offers and recommends to homeowners different installation methods based on observable conditions of the home at the time of the sales appointment and subsequent technical visit immediately following the sales appointment.  Our technicians assess many factors, including the structural integrity and condition of the window and door openings as well as surrounding wall areas when observable.  This particular installation used an insert window methodology that is designed to utilize the existing frame of the older unit that was removed.  This is a less costly alternative for homeowners that is most often preferred when there are no visible or observable signs of rot or deterioration of the pre-existing window frame or the surrounding wall surfaces.  Unfortunately, as it pertains to this particular window opening in the Groth home, not all rot due to water damage can be seen or anticipated if it is hidden behind wall surfaces and finished floor areas.  Pre-installation photographs of both the interior and exterior of this particular window opening show no visible signs of deterioration or rot.  The observance of structural wall rot was found by the homeowner after the installation was completed when they chose to remove a section of drywall to expose the damage.  We can only assess internal wall conditions if a homeowner choses to have those wall areas deconstructed and exposed.  Had that homeowner chosen to deconstruct that area of the home prior to our assessment and installation, a different course of action could have been determined.  Either way, wall damage and repair that extends beyond the window opening is never included within the scope of our window and door installations.  Structural repair of surrounding floor and wall areas, when found, requires third party involvement by qualified contractors to make the necessary repairs prior to our window installation.

  As a remedy to Mr. and Mrs. Groth’s concerns, Renewal by Andersen will offer to have the installed window removed by our technicians to allow for the homeowner to rectify and repair the damage that was subsequently found.  Once the wall and surrounding area is repaired and prepared to the rough opening dimensions required, Renewal by Andersen will return to the home to reinstall the window unit along with the interior and exterior trim to finish properly.  The removal and reinstallation of the window will be offered at no additional expense to the homeowner and costs associated with the removal and re-installation will be  assumed by Renewal by Andersen.  Any third party construction costs required to repair the structural water damage to the home will remain as a cost of the homeowner as it would never fall within any scope of work related to window replacement.

  

  Business Response

  Date: 08/22/2023

   

  RBA's installation manager was called on site for this install to address the consumers concern of the installed unit being tempered glass, due to the safety concerns of her dogs. RBA proceeded to show Ms. ***** on the unit already installed, where the markings on the glass were noting that in fact this unit was tempered glass. As far as the rotted floor, in consideration as previously mentioned We will have an installer at the property when she schedules her other contractor to rectify the rot situation and we will remove the unit at that time.   Upon the completion of the correction of the rot once contacted we will return to re-install the unit, 

  Customer Answer

  Date: 08/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They did come out and look. I think it is obvious to everyone involved that RBA misrepresented having "Master Installers" these are just subcontractors who only get paid if the window gets in no matter what the means. They have agreed to come out in 2 weeks to fix the window (costing me more time away from work) but I would like the cost of installation refunded. They are nice windows assuming they stay in, since at this time the one window does fall out due to poor installation. I have no problem paying for what I received which was windows. The install was done poorly and has cost me more time and money than I ever would have imagined.

  Clearly, the people at RBA are taking the contractors side since they do not want to pay. And yes, when they came out the day of install I was very upset that the contractor mentioned the windows were not the type I ordered so I did forget the other issue at the moment. I also did tell the installer I would remove the paneling, he said NO.
  
  Regards,
  
  **** *****
  
  
  
  

  
  

  

  Business Response

  Date: 08/29/2023

  Called ******** and she stated that they have offered the consumer to come and reinstall at no cost on Sept. 8th per the cons. request.

• Initial Complaint

  Date:07/26/2023

  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.

  We signed up with the renewal by Anderson in November and we're told in January that our doors and windows were ordered and that they would be delivered in April of 2023. April went by no windows and doors May went by no windows and doors June went by no windows and doors at the end of June we were contacted on our way out of state that the windows and doors were delivered and if they were not installed in a certain amount of time we were going to be charged storage fees. We canceled the contract with them because we were out of state and the project was supposed to be done months before we received the call. I just got notification for my credit card company that renewal by Anderson charged the card anyways even though no work was ever done. I'm requesting a full refund from the scam artist. They have done nothing but harass me and my wife since the end of June and now I find out they charge my credit card without authorization and without the job being complete I'm sure it is illegal to steal from customers their hard-earned money. Every Time we call we get a voicemail no one has returned any calls

  

  Business Response

  Date: 08/17/2023

  All Renewal by Andersen contracts are expressly written with an ESTIMATED installation time frame when customers choose to move forward with a project.  The ******** contract dated 11/22/22 clearly states that the ESTIMATED installation date of 4/22/23 is an ESTIMATE. The contract is dated and authorized by ***** ********, Heavenly ******** and Renewal by Andersen representative Michael C****.  Furthermore, it was reiterated again on 11/29/22 by Renewal by Andersen technician Michael V****** that the installation date of 4/22/23 was an estimate and that an actual installation date would be determined after products were manufactured and delivered to our WNY warehouse.

   

  The following timeline and information regarding communication from RbA to the ********s regarding the progress of their order has been pulled from our Customer Care database:

   

  2/20/23 – email sent to ************************** informing customer that their order is in the factory que and awaiting production dates

   

  4/14/23 – email sent to (above email) informing customer that their order seems to be running approximately one month behind our originally estimated date of installation

   

  5/24/23 – email sent to (above email) informing customer of product arrival that is ready for scheduling of installation

   

  5/24/23 – two separate voice mails left on both Mr. and Mrs. ********s phone numbers letting them know we are ready to set their installation

   

  6/1/23 – two separate voice mails left again to both Mr. and Mrs. ******** at each of their phone numbers

   

  6/28/23 – Heavenly ******** called into our call ceter requesting to be contacted for scheduling

   

  6/28/23 – two separate phone calls and voice mail messages were again left for both Mr. and Mrs. ********

   

  6/28/23 – Heavenly ******** left another voice mail message on our Customer Care line stating that they would be away for the summer and that she does not want to be contacted anymore and we should only contact Mr. ********.

   

  We never heard back from Mr. ******** for scheduling of the installation. 

   

  At no time was any Renewal by Andersen representative informed by either Mr. or Mrs. ******** of a request for contract cancellation.  Regardless, once products are manufactured, any customer request for contract cancellation we are  unable to accommodate.

   

  Renewal by Andersen of WNY must be contacted by Mr. or Mrs. ******** to schedule their installation within ten (10) days of this email or the file will be sent to our legal counsel where attorney’s fees will be added to their original contract balance.

   

   

   

  Customer Answer

  Date: 08/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We were never told it was an estimate and even if it was you contacted us two months later. We told you to cancel the contract and you charged me for a job not done which is illegal. If you don’t correct this issue we will hire and attorney it’s illegal to collect in a job you didn’t do.
    Your representative did not say and estaminet he said March or April we signed up months before then you never called us and said the parts weren’t in yet. You scammed us. And we want the charges put back in the card and you to stop harassing me and my wife. This is your fault not ours 
  Regards,
  
  ***** ********
  
  
  
  
  

  

  Business Response

  Date: 08/24/2023

  Response:

   

  Rba's contract clearly shows the information that Mr. ******** is claiming not to be aware of. The information concerning estimated dates and funding are clearly noted in the center of the FIRST page.  

  Upon request a copy can be attached. 

  The General Manager has left a message for Mr. ******** but has not received a return call. Unfortunately, with no response, we have limited options which could possibly lead to legal action. 

  RBA is committed to customer satisfaction and fulfilling all contractual agreements.

• Initial Complaint

  Date:07/25/2023

  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.

  On February 8th 2023 we signed a contract for $18,005 with Renewal By Anderson for 6 window and 1 door replacement for our home. The home we moved into in 2022 is old and needs replacement windows and Renewal was johnny on the spot cold calling the following Spring. Following a couple of meetings with their reps we signed for this work. However, a couple months later my wife began to experience pregnancy complications limiting her ability to work the necessary hours to make this deal work for us financially. So, we called Renewal in an attempt to cancel; yet we were told it was impossible at this juncture because the windows and door had already been made. We requested proof of this manufacture over the phone as well as another contract copy but all we were provided with was the contract. Nor did we have any further communication with Renewal following this. Fast forward to less than a month before projected install range and we receive a call to schedule where we reiterate we can no longer afford this work. After a conversation of implications of legal ramification in an attempt to get us to sign the Renewal rep agrees to transfer the issue to legal where we then after about a week receive a call not about legal recourse moving forward but in an attempt to intimidate us to sign the contract. I am a part-time worker and full-time nursing student, we have one child who’s 2 and another about to be born and my partner is the sole provider for us right now. After a process of continued pressure to sign, to move forward with the deal, and dismissal by Renewal reps we are seeking cancellation of the contract with no payment expectation except for the deposit of $800 already paid to Renewal on 2/8/2023 – we have not actually had Renewal do any work on the house and we only had their word the material was made by the time of that first call a couple months later.

  

  Business Response

  Date: 07/26/2023

  Contract date: 2/8/23 

  Measure date: 2/9/23

  factory order confirmation 2/23/23

  3/3/23: 11:20am RBA sent email on status of order. rba also attempted to leave a message but could not leave message voicemail full .

  5/1/23 Mr. ******** called into service dept. to talk to someone about cancelling.

  5/1/23 Regional sales manager spoke with Mr. ********, explaining it too late to cancel, product due here soon. Then Mr. ******** inquired about his hardware, which was addressed.

  5/19/23 Product arrived at warehouse: placed call to schedule install, had to leave message.

  No return call, 

  Left additional messages from the installation dept. and the finance department.NO RETURN CALLS

  7/17/23 Regional installation mgr reached out to discuss scheduling, and that is when he refused to schedule.

  7/18/23 Regional sales manager reached out and was told not to contact him anymore to contact their attorney, gave no attorney name or number.

  RBA sent to Legal

  This is now in our legal department per consumers request. 

   

   

• Initial Complaint

  Date:04/01/2023

  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.

  RBA of WNY continues to call my teenage daughter's cell phone number at ************. She has spoken to them numerous times and asked them to stop and be placed on their do not call list. They call her from numerous phone numbers so she is not even able to block them. The representative states that they are looking for her estranged father, ***** ***** and that he signed up for a quote from this company so they will continue to contact her. She has told them repeatedly this is not his number nor the number to his address, yet they continue to contact her at her college which is not even in Western New York. I am the owner of this particular cell number and I want them to stop calling my teenage daughter as she has asked them numerous times to do so.

  

  Business Response

  Date: 04/10/2023

  To whom it may concern:

   

  We received this inquiry from our corporate office. The information had to have been filled out by a person.  It was quarantined (removed from data base) on 4/1/23, once we were told the number did not belong to the name on the inquiry.

  We do apologize for any inconvenience. 

   

  Sincerely,

  Brendan W******

  Customer Answer

  Date: 04/11/2023

  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. 
  
  Regards,
  
  **** ****
  
  
  
  
  

• Initial Complaint

  Date:10/25/2022

  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 ordered the window/door unit last May 2021. The door was installed June 28, 2021. The first rain received I found my floor soaking wet on the inside. I called them they came out and ordered a new door. That door was installed in Aug or Sept. I will have to look for the specific date. The next day after the replacement door was installed I found snow inside my house. They came out again and ordered a new door. That door was installed sometime around the change in year. The installers left and the next day opened and closed the door and it did not want to close correctly. They came out again and decided maybe the entire frame was off and ordered a new frame. They came out to deliver a new unit this summer, pulled the original unit out, put in new unit and found out the door and the unit were not the right series and had to reinstall the old unit. Today they came to install the supposedly correct unit, removed the original unit and then let me know that the door placement in the unit was not in the middle as was ordered but instead was on the side. So now my original door has been reinstalled until they figure out what to do. I am tired after more than a year of their mistakes and not verifying what is being delivered to be installed. I can not complete the inside of my home remodel until the correct window unit is completely installed and I have to not work when they come to install the door or even when they come out to look at the issue. I am beyond upset and have patiently worked with them up to today.

  

  Business Response

  Date: 10/26/2022

  Ms. ** ******,

         You have reached the Syracuse office of Renewal by Andersen in error. Your window purchase was with our Rochester office. They can be reached at: ###-###-####.

          

  Customer Answer

  Date: 11/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   

  I spoke with the general manager and he assured me that not only would they replace the entire door unit (again) that I would also receive monetary compensation for this long drawn out issue.  It has been over a year and every time they come to the house I have to change my schedule to be at the house.  I do not see that in the response to the BBB.
  
  Regards,
  
  **** *********
  
  
  
  

  
  

  

  Business Response

  Date: 11/09/2022

  Any discussion concerning fair compensation will be handled after all issues have been resolved and will be directly with the consumer.

  Tell us why here...