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:05/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 24, 2025, my wife and I met with **** ******, sales representative at Renewal By Andersen to get prices on windows. **** quoted us a price of $33,000.00 and talked about how the windows could be installed when we wished as **** and I have bills we needed to pay before ******* end. At the start of fall, we can afford the windows. We told **** if that was a problem, we could reschedule our meeting with him for August. **** stated it would not be a problem for him and the customer care representative for ********************** would be calling and scheduling the appointment. **** stated that the deal we were getting was the best deal we would get as tariffs and pricing was set to increase and we will not be able to afford the windows if we waited to buy.On May 16, 2025, ***** *********, customer care representative for **********************, called and informed me the team would be installing our windows on June 10, 2025. The installation would make the first payment for the windows due 45 days from the date of installation, which would be July 25, 2025. I explained to her the installation was to be in August and we told **** we could not agree to having any work done to our home until August due to the payment due date. ***** stated the windows were going in on June 10th and we needed to work a deal with the financing company. I informed her that we would be unable to make payments if we did not get our finances ready first and needed to wait until August to begin payments.I called **** around 8:00 pm on May 16, 2025 and he stated that the windows would be installed on June 10, 2025. He also stated the finance company would defer payments until September and for **** and I to not worry about the payments. **** does not work for the finance company. The original agreement was no work was to be done until August 2025 so that we can get our finances in order to cover the expenses of the windows.

  Business Response

  Date: 05/28/2025

  This complaints has been posted to the wrong business. This customer lives in *************************. We are Renewal by Andersen of ******. Please remove and place complaint with the correct business. Thanks,

  Customer Answer

  Date: 05/28/2025

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:02/25/2025

  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.

  Date of transaction 5/12/23 My elderly grandpa (84) called a sales person out and had measurements done. My uncle called Renewal by ******** and told them we were not interested in the windows. Renewal by ******** then called my grandpa and asked him directly if he wanted to proceed with windows. HE IS 84 YEARS OLD AND DOES NOT HAVE $16,*** FOR WINDOWS!!!!!!!!!!! Here we are almost 2 years later, and they are saying they financed him for ***** and for some reason, they will have to rerun his credit. When I called they said "easiest thing to do would to be just get the windows" ? In a perfect world where my grandpa could afford that, we would just get the windows. So basically, they want 50% of the cost for absolutely no product or services. As soon as I received the certified letter (my grandpa can't even read/comprehend his own mail anymore) I called. Then I called again. Now waiting for a supervisor to call me back.

  Business Response

  Date: 02/28/2025

  This account is for ********************** of ******** of ****** and ** **********.   I was unable to find any customer information under:
  
  ******* ****
  ****************************; Festus, MO  63028
  Daytime Phone: **************
  E-mail: **********************************
  
  Are you able to provide the information for your Grandpa who would be under contract so we can locate the account?  If located in ********, you may need to contact your local Renewal by Andersen affiliate. 

• Initial Complaint

  Date:09/27/2024

  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 was going to with this company for windows for my 3 houses now looking at all the complaints no way

  Business Response

  Date: 10/08/2024

  Hello Frank, I am sorry to hear this. I was not able to find you in our system, have you done business with us before? It looks like you might be in Nevada, we are located in Oregon. If this review is miss filed would you be so kind as to remove it? Thank you very much. 

• Initial Complaint

  Date:07/31/2024

  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.

  We ordered a sliding glass door in June of 2023. It has taken over a year with multiple trips and re-do projects due to damaged doors or damage from workers and it is still not complete. 2 damaged doors, 1 incorrect ***lacement, ***air of work done to stucco and not finished. We paid a total of $23,609.00 to the company already, they were withholding $2,624.00 until the job was completed. The total job was for $26,233.00 After over a year and multiple frustrating visits they needed to ***lace the door a 4th time due to it being incorrect and then asked us to find someone to finish the job to paint the stucco that their team had damaged and to send them the bill. We found this unusal since they advertise they complete all of the Job. Frustrated we asked them to issue us a partial refund, they agreed, said they would be sending a follow up email that was a week ago did not hear anything until this morning we received another request for $5,426.50 more. My husband is 75 and I will be 70 next year. Are they trying to scam the elderly!!! We have reached out to our sales *** w/o assist. This payment would put us way over what we signed for. WE have been patient with this project only to be VERY disappointed and feel we are being taken advantage of. They truely are not commited to provide the service they advertise that they do

  Business Response

  Date: 08/08/2024

  Our ************* Manager has been in continuous communication with the homeowner. The latest agreement was that we would forgive the balance owed on the contract of $2624 and the customer would keep the door as is with 1" grilles rather than 3/4" grilles no additional cosmetic work to be done by RBA on the door. Customer would get a quote to touch up paint on small stucco repair around door and provide it to RBA for approval. We are waiting for that bid. Our ************* Manager will reach out again for a final resolution. Thanks,

• Initial Complaint

  Date:07/30/2024

  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.

  Please see the attached.
  Click here to Get the File - use the Password: 79CBF583
  ************************************************************************

  Business Response

  Date: 07/30/2024

  We are unable to open the attachment so we are not sure of what it says. Attachment downloads a file that is not readable. Our senior production leader went out to the home on 3/25/24 and did the service himself. He got confirmation from the customer that the service was completed. ****************, Service supervisor called on 3/26 and confirmed ****** that everything was completed and taht she would close the BBB complaint. 

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Broken cement siding and some they tried to caulk to make it not so obvious. But it is.Huge gaps above the drip rail they said they can't caulk in case water somehow runs down the wall from above.What they really meant to say we only carry 1 width of trim and no mater what width is needed the customer gets a huge gap and the drip rail fancy cut so the huge gap can't be seen from the ends.Total disrespect to do to a senior homeowner that trusted RBA to do what they were paid to do.I talking to a employee of RBA they asked if I wanted to take a day off work for them to address the problem.No I want RBA to come and do the job correct.

  Business Response

  Date: 06/25/2024

  Our President and Director of Production met with ******************** on June 20th 2024 and came to an agreement on what we would do to resolve his complaint. Our Director of Production returned the next day on June 21st and performed the work. ******************** said he was satisfied and promised to remove all the bad reviews online. This matter is resolved to our knowledge. Thanks,

  Customer Answer

  Date: 06/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/07/2024

  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.

  A 2 yr nightmare of miss ordering, installing 2/3 times over and over, destruction to property, running over my tree's, hitting my deck, still have siding to replace and paint from the horrible window cutting siding, trashed all sideboard to window cutting with dull blades, over cutting into siding! Then a 15K painting of the home since all but 1 side of the home they damage boards! The list is extensive to property damage.

  Business Response

  Date: 05/08/2024

  Dear *******************,
  
  Thank you for your time on the phone yesterday. I appreciate you taking the time to speak with me and go over your experience. Based on our conversation and my research of the project I have prepared 2 options for a settlement agreement that I feel provides you with a choice and is fair and reasonable given the circumstances. Please respond to this email when you read it so I am aware that you have received it successfully. I would appreciate a response to your preferred option by 5:00pm on Wednesday, May 15, 2024. I sincerely hope that we can come to an agreement.
  
  Option 1: RBA waives the collection of the balance of the contract in the amount of $43,546.50. RBA sends a refund check to you for the amount of $10,000. *** performs no additional work at the property. A signed settlement agreement by *************************** and *********************** and signed completion certificate by *************************** for finance company is required.
  
  Option 2: RBA will replace damaged siding due to window install at RBA discretion. RBA waives the collection of the balance of the contract in the amount of $43,546.50. No further amount will be due to RBA from ******************* and no amount will be due to ******************* from RBA. A signed settlement agreement by *************************** and *********************** and signed completion certificate by *************************** for finance company is required.
  
  I look forward to your response. 

• Initial Complaint

  Date:03/29/2024

  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.

  Mar 2023 ******************* came out bid for sliding ************* outswing door replaces 2 sliding doors. Wanted main opening to be the same as sliders. We signed contract. The **************** match the words for the outswing door w/left door that opens on french door. This is very important as dining room is super small. 7/27/23 they installed, french doors were backward, my table sits against the opening door. I have to move the table each time to use door. I immediatly called *******************, no response, so I called head office to which they tried to say it was the way I ordered it. No way, they also tried to say the pic was a view from the outside which if true then their words did not match the pic, they agreed to fix. 7/28 *** returned call said he would check into it. 8/11 Left message for ***, 8/15 left next mean message w/ *** & then left message at main office. 8/15 *** called no plan on timeframe. 8/16 rec'd new addendum to replace doors. Sept set to fix doors came to install & realized the center piece was not order, could not install without center piece. Said they will expedite it. Nov I left message, got a call back saying it would be end of Dec or early Jan for install. 2/2/24 I called ***. 2/6/24 lady (****?) Said they will call me by end of week to schedule. Ask about compensation for not being able to use our main door all this time, also home business so clients have to walk around house, said they would discuss compensation later. 2/13 called *** as no call by end of week, left really super ****** off message today is 2/14/24 no response yet. We started this March 2023 it is almost March 2024. They have never contacted me about what is going on only will call if I call first, no updates on what is going on. Will be calling again. We financed the ******. Half was paid up front. I put a hold on 2nd portion as they have not finished. I feel I am owed a discount as I and clients have to walk around to side door to enter & exit.

  Business Response

  Date: 04/16/2024

  We completed this job on March 22nd 2024. We have no open action items for this project. When attempting to collect the balance owed we offered a substantial credit of $2,500 for the time it took to complete the project. The customer is refusing to pay us until 2026. 

  Customer Answer

  Date: 05/14/2024

   I am supposed to respond to a reply and is says to update by clicking on "have More Information tile on left. There is no Have more info tile on left or anywhere on your website. my id is ******** here is my repy to what Renewal By ******** wrote, they wrote: 1. We completed this job on March 2024. A. It was a full year after job was initiated due to many problems on their side. Should have been 4 months. 2. When attempting to collect the balance owed we offered a substantial credit of $2500, for the time it took to compete the project. A. We spent almost a year having to walk around our house to access it along with the fact I run a home based business so my clients also had to walk around our house to enter and exit. I told them for a $28,000 project ***** was not enough plus we had to buy almost $200 worth of curtains because we could not install our mini blinds into the frame as they told us the whole door and frame would have to be replaced. Our sales guy/initial contact said told us that was not an issue they would remove it off the purchase. So now their offer was really *****. I told them they could do better than that. 3. The customer is refusing to pay us until 2026. A. We had a signed agreement for financing thru them that was for 2 years from date it was done, at 0%interest. They dropped the ball and did not turn in their paperwork on time, so the financing only paid out the 1st half and then it expired on March 31st. That is 9 days after the job was complete. They then wanted me to get additional financing and sign more contracts. I told them that them dropping the ball on their paperwork and missing the deadline was not my issue it was theirs. I told them I would pay them a discounted amount, more like 5000 plus the curtains, by March 22, 2026. Per my original finance paperwork, that I signed. She said if I refuse to sign a new loan, they would take me to court. I said fine take me to court. She then sent me a Promissory Note with lots of legal for basically what I said I was going to do. And then they sent the doc u sign document out every day - basically harassing me to sign it. I finally did sign it. So now we are good, but their actions should be out there for everyone to decide if they want to do business with this type of company or not. *****

• Initial Complaint

  Date:03/12/2024

  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.

  7/3/2023-signed the contract. Invoice dated 9/28/2023. Invoice #******. Contract is for 5 windows (1 egress window) & double front doors.The egress window is the only thing that qualifies for reimbursement under the Energy Trust of Oregon. The State requires that all windows have a U factor of .27 or below to qualify. The egress window is .27. The other windows are: .28, .28, .30, .29. The double doors are .30 (no performance data on doors). Windows are PG rating 40. My contract is for $40,321. Work started in 9/2023 & finished on January 19, 2024. **************** told me that the Energy Trust was out of money for 2023, but that was not true. Then they told me that the Trust had just changed their requirements. That was a lie. The Trust changed requirements in January 2023. They probably gave me what was left in the warehouse. I first saw the Renewal by Andersen ad on my ********** said I could get reimbursed by the Trust. The ad had the Energy Star on it. I saw another of their ads today & it shows the Energy Star with a .27 U Factor. When I called Andersen after I received the emails with all the pictures of the window stickers, they did not offer to change anything even though I was very angry. I told them I had talked to the people at the Energy Trust & that's when they lied to me about the requirements. I filled out the Incentive application for the Trust in 2023 & asked for the documentation, but they stonewalled me & told me the Trust was out of money. I tried to attach my documentation, but with no luck. Can I mail it to you? They didn't send me the documentation until February 2024.

  Business Response

  Date: 03/12/2024

  We do not advertise energy trust of Oregon since they changed the requirements last year to most replacement windows not qualifying. In this claim, ************** confusing Energy Trust with Energy Star which is a federal rating. The customers windows meet replacement standards per state and federal regulations. Renewal by Andersen is a reputable manufacturer of windows and doors. We can't control Energy Trust of Oreogn standards based on funds available for replacement window rebates. The customer recieved custom made windows for her home and not something out of a warehouse. 

  Business Response

  Date: 04/10/2024

  Hello,

  We have verbally satisfied this complaint with the consumer. They agreed verbally to remove the BBB complaint. Since then they have been unresponsive to us. We are closing this matter on our end as well. 

• Initial Complaint

  Date:08/09/2023

  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.

  Starting in May 2023 we signed a contract for a window replacement with Renewal by Andersen in Oregon.We requested the following:That they work with our siding contractor.That they keep the window sizing the same.That they provide financing option we discussed (no money down until windows ready to install, remainder on completion OR financed with no payments until the windows were installed).That all work be completed prior to winter.This was agreed to by *******************, the sales person. He took over $11,000.00 dollar down payment (10%).Within two week we received financing paperwork that REQUIRED payments as soon as it was signed, even though the windows were more than 20 weeks out.We refused to agree, and advised RBbA that this contradicted our agreement.RbA blamed Regi for misleading us, we found our own financing then paid them over 40% of the contracted price.On arrival of the laser measurement team, there were no lasers, and the measurements took 4 hours of the proposed 20 minute time scheduled.I was then told that the timeline was out to February, and that to comply with fire egress codes the windows all had to change size.Lastly, I was told that they did not want to work with our siding contractor, and that any warranty would be voided if the siding folks did work after the windows were installed.We attempted to discuss this and RbA will not have anyone but ******************* call or contact us after multiple requests (I dont want to negotiate with someone that does a bait-and-switch, and will not honor an agreement).I have now sent a letter requesting that the contract be voided as they have repeatedly not kept the agreements, and continually provide false and misleading information.They continue to state that we now owe them 30% because work was done, while they continued to tell us no work would be done until we signed tha final contract which I refused to do when it was apparent I was being lied to about fire codes.

  Business Response

  Date: 08/11/2023

  *******,

  I am sorry to hear that you have had issues with communication with our company. It is my undersrtanding that our Senior Sales leadership team is actively working with you on this dispute. Please continue to work with them as they are the best resources to resolve this dispute with you. Thank you