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:07/23/2023

  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 am a former customer of ********************** by ********************** and referred my neighbor's name for a reward for doing so. Her name is ****************************. She had a window done over a month ago and I have had to call ******** for my reward. I have called at least 12 times to ***************** the ************* and ***** to no avail. Even when I talked to **************** in person I was told they would call me back after checking with their boss about my reward. That was days ago and I have not received a call. I do have an answering service so I know that they have not called. They do not even answer their phone located on their letterhead. ***** has also called to state that my facts were true and she too had trouble getting through their main number. This is a shoddy and cheap way of doing business and I wish I had never referred Andersen to my friend or anyone else.

  Business Response

  Date: 08/03/2023

  ********, 

  I am very sorry to hear that you have been unable to reach us and get resolution on your referral reward. It would be helpful to know the number(s) you have tried calling so I may pull the records and research what went wrong on our end so it may be fixed for future customers. In the meantime I am researching your referral reward you were promised and will get that resolved for you as soon as possible. 

   Thank you

• Initial Complaint

  Date:06/12/2023

  Type:Billing 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 quoted 1 price and when I was ready to pay my deposit I was told the price had gone up about 1 thousand dollars without explanation. Delivery time on the windows was delayed without me being informed. I called ******* today who told me she no longer works there and cant help me or even provide contact info of someone who can help me. I have called customer care several times with an issue that needs to be resolved and they dont return my calls. Obviously this seems like a scam and a company that cant be trusted.

  Business Response

  Date: 06/14/2023

  Thank you for your inquiry. I am sorry to hear you had a hard time reaching us. For future reference the best number to call us on is our ************* Line at ************. I do see logs that a few team members have talked with you over the last few days. You had requested to be contacted by our sales team about your contract and they have reported that the matter with your contract was resolved. If that is not true, please let me know by responding to this. Thank you. 

• Initial Complaint

  Date:04/21/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/27/22- initial consult and measure 6 Windows and sliding patio door.4/8/22- payment $6817.50 from 3rd party finance>******** 4/20/22- 2nd measure and gave $10k payment 10/ 22 sliding door installed 11/22 some Windows installed 3/23 last window installed after many many calls, msgs and emails now my 18mths zero financing from " completion date" I lost 5mths because ******** refusing to help and 3rd party finance ** refusing to follow up! ******** is NOT adding $1500+ to contracted amount due to their error from 4/22 and therefore not submitting my signed application to Energy Trust of Oregon for my President ***** rebate. ******** has been paid $23,635.00 as per contract and won't respond on the $1536.00 which they need to adjust off due to their incompetence. Thank you and hope you can help me because nothing else seems to work with company and I'm trying not to have to hire atty. I previously contacted the *** on the outside top window Openings above the trim P.S- I have more in depth notes etc if needed..

  Business Response

  Date: 05/01/2023

  I am sorry you are dissatisfied with the billing process. This is being assigned to our Finanice Manager to investigate and reach out to you with resolution. Usually on financing the time to pay starts with the deposit which is required to place an order. Not when job is completed. They will be in touch after investigating your inquiry. Thank you

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19967733
  
  I am rejecting this response because:

  I have texts and emails confirming they did offer zero interest for 18months which will start on day of project completion because I made a deposit 4/20/22. If I didn't want to make a deposit the zero interest would be 12months!
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/09/2023

  I'm trying to send emails via a file

  Customer Answer

  Date: 05/10/2023

  I just emailed the attachments that didn't go thru yesterday because the 1st batch wouldn't go thru via this app.

   

  I'm not sure what more is needed at this point.

   

  Thank you

  Customer Answer

  Date: 05/10/2023

  Here is an invoice dated 10/2022 that ******** emailed me on 2/16/23 which doesn't make sense to me and with incorrect information and no one is/was willing to respond to me..

   

  Thank you,

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

  Business Response

  Date: 05/11/2023

  Our Finance ****** has been working with the bank to see if there is anything that can be done about when your same as cash clock starts. He will reach out with an update soon.  

  Customer Answer

  Date: 05/15/2023

  I sent one attachment via recent activity, however it wouldn't accept these 3.

   

  I'm not sure why ******** is taking so long to admit they are wrong as per my back up. 

   

  I did get a call from their finance company "Green sky" on Friday starting they will extend for 30 extra days. Which now expires 5/2024!

   

  Nothing has been mentioned about the $1500+ they never added to the agreement and now billing me different amounts let alone someone else invoice in my folder.

   

  Thank you,

  Carol 

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19967733
  
  I am rejecting this response because:

  I have sent plenty of back up showing 18mths with 0 interest from "date of completion".

  Now they asked me to sign off on Friday 5/12/23 upon delivery of last screen. There are the 3 invoices in my file as they are also billing me incorrectly!!  As per my previous complaint.

  Several Issues with this company in my original complaint.

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

  Business Response

  Date: 05/16/2023

  *****,

  We have tried to reach you multiple times by phone. Please return our call asap. ************************;Direct ************.

  Thanks, 

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 19967733
  
  I am rejecting this response because:

  Once again not telling the truth ******..

  You left me a voice mail 5/15/23 @ 2:42pm from ************* something about finance mgr and to please call you back otherwise you were "going to send me an email tomorrow"

  I returned your call yesterday 5/16/23 @ 2pm on the same number as above and left you a voice mail and no email from you or return call as of now 5/17/23 @ 5:03pm!!

  
  Carol 

  Business Response

  Date: 05/18/2023

  *****,

  I have attached your original contract, change work order for the $1536 and a statement of your account showing the balance for the change order. Let me know if you have any other questions. 

  Thanks

   

  Customer Answer

  Date: 05/19/2023

  How long is this going to keep going back and forth, it's now been over a year!!

  This amount $1536.00 was suppose to be included in the 18 months zero interest!!!

  The 18mths will expire now 4mths earlier than contract " FROM COMPLETION DATE" since the finance ** has agreed to extend only 1 mth.

  HOW COME THIS AMOUNT WAS NEVER ADDED AS YOU HAD THE **** BACK ON 4/20/22- SAME DAY YOU ACCEPTED MY DEPOSIT AND 2nd MEASUREMENT WAS DONE?????

  All you guys care about is the $$$ obviously because my project took 1 year to complete vs your 6 mths per contract and your communication and transparency is nothing but unprofessional now 13 mths later.

  You were able to withdraw your final $$ from the finance company on 4/11/23= $23,635.00 total paid to you now- not my fault you guys can't get it together!!

  It's best to adjust this amount for what I've gone thru @ this time and let's be done........

  
  

  Business Response

  Date: 05/22/2023

  *****,

  As a good will gesture the Change order amount of $1536 has been forgiven. You do not owe ** any further money. Reach back out to ****** if you need anything further. I am sorry we were unable to satisfy you. Best wishes to you going forward. 

   Take Care

  Customer Answer

  Date: 05/23/2023

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

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had them replace nearly all *************** in my house. Install was way later than expected, they sited COVID backlog. On final work day for the install, it was opted that several screens were missing. I was told someone would be in touch about getting those in place. 3 months later, nothing. I called a few times, couldn't get an firm date on the missing screens. I posted a negative ****** review and within days my screens were located. When their tech was out installing screens I realized 2 doors had been swapped. I had windows replaced with large sliding doors. They installed the large one in my dining room and a smaller on in the living room, rather than the large one in my living room. They are 15 inches different in width so not a minor, easyly made mistake. I've been waiting for call back on how to proceed from here and I have yet to get any possible solutions from them. Their accounts receiveable have told me they'll be filing a lein on my property because I refuse to pay the remaining balance until this gets sorted out. At this point I am still missing screens for one door and 2 doors are in the wrong location. I'm promised calls with updates that never happen. If I call I'm told the person that is working on this is unavailable. I'm tired of this run around and I'm hoping BBB can help.

  Business Response

  Date: 05/01/2023

  We are very sorry for the delay. This account has been assigned to our Director of ************** ********************* who will review the complaint and research the account and call ******************. Thank you for your patience. 

• Initial Complaint

  Date:01/25/2023

  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.

  Date of transaction - 3/11/2016 - trouble with door since installation - Renewal by Andersen of ******** has tried multiple times to resolve; RBA technicians only have made adjustments or maintained door; no structural changes or landscape changes have been made by homeowner since installation; RBA (Renewal by Andersen ) installing exact same door other locations; Homeowner 10 year warranty on components - Cost - $13,308.00 Product Andersen exterior door CCB ****** Renewal by Andersen of ********/ ******************************************************* Homeowner has made access to door available to RBA for inspection more than 10 times during period since installation; have heard from technicians RBA staff - "door installed incorrectly, trying loctite to keep hinges in place - tried loctite again; multiple adjustments ; new hinges necessary - new hinges on back order for 4 months - called after 4 months to check on and told hinges arrived yesterday - technician arrived to discover they had ordered wrong hinges now reordering hinges " Homeowner has in good faith called each time door has issues and been at home and flexible for RBA technicians to come and access and resolve issue. Homeowner is now 7 years in to 10 year warranty and issue not resolved. Homeowner will be satisfied if door replaced and reinstalled with new warranty to begin at time of installation.

  Business Response

  Date: 02/06/2023

  We are sorry the ****************** has had multiple issues with her door. It is unussual to have adjustments fix the issue then have it keep occiring. We have ordered hinges for the customer and they will be arriving in 6-8 weeks. Our Production Manager who last assessed the door has 20 years experience with Andersen doors and will be the one to replace the hinges whe they arrive. We will call ****************** as soon as they are here to schedule the service. The door itself is not damaged and would be extrememly wasteful and destructive to replace the whole unit at this point. 

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18895854
  
  I am rejecting this response because: Please see attached documents showing that Renewal by Andersen has attempted to resolve this issue since installation on 5/6/2016 with 21 attempts.  An explanation new hinges will resolve the issue that has been ongoing for 7 years after 21 attempts of not installing new hinges is "possible" but the fact remains that 7 of the 10 year warranty has expired and a request for continued warranty after hinges installed has meet with no assurance/reply. The statement that replacing would be wasteful is insulting.  Why would Renewal by Andersen have come to resolve issue 21 times and not done so?  The word "wasteful" is wasted on this explanation to homeowner as they hired a reputable national firm to install a quality door.  The first hinges orderd by Renewal by Andersen were the wrong ones ; attempted installation in January 2023- new ones have been ordered and are supposed to be installed in April 2023 thus leaving the homeowner with more time expired from Warranty and continued access to their home and time for resolution of this issue.  Homeowner is requesting replacement of door with new warranty at this juncture as no resolution has been offered for continuation of warranty after -in goodfaith-  7 years and 21 attempts. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/28/2022

  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.

  The window I purchased was not installed correctly or as specified in the sales agreement. This botched installation is after promises originally made by the salesperson fell through and we had to agree on a less-suitable product. The original deposit was $3958.22 and the final cost of the revised product was $3991. They did not install the window to the specification on the sales sheet. The window is not level and the frame is not square. I do not trust them to work on the window further. I want the remaining balance of $35.80 forgiven as a result of these issues.

  Business Response

  Date: 10/28/2022

  After violent threats by **************** to the design Consultant today over the phone RBA will not be collecting any further money and will not be performing any other work on her property. Her project is being closed out. 

  Customer Answer

  Date: 10/30/2022

   
  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.
  
   
  
  ************************

• Initial Complaint

  Date:10/07/2022

  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.

  These guys have called me 5 times within the past 7 days phishing for projects. Each of the 3 times I spoke with someone, I asked them to stop calling. Can you help? The number I see on my phone is **************.

  Customer Answer

  Date: 10/13/2022

  The business name is Renewal by Andersen. ****** says their address is **************************************************************************.

  Business Response

  Date: 10/21/2022

  We are very sorry for the inconvienence. This phone number has now been removed from our call list.

  Customer Answer

  Date: 10/21/2022

   
  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,
  
  *******************

  Customer Answer

  Date: 01/23/2023

  Several months ago I filed a complaint against Renewal by Andersen (ref. case #********) to stop calling me. Last week I received more spam by mail. Could you help get me off their mailing list?

  Business Response

  Date: 01/25/2023

  Hello,

   

  This customer has been added to our do not contact list and they will not receive any calls or marketing from **. 

  Customer Answer

  Date: 01/31/2023

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

• Initial Complaint

  Date:08/29/2022

  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.

  We placed an order with Renewal by ******** on September 14, 2021 for five windows. On October 11, 2021 another person came out who was the professional measurer to measure the windows. The person who we placed the order with originally had also measured the windows. We were told that the order was going to be slow and the windows would be installed by December of 2021. We decided that was ok. The windows were not installed then and no word from ******** until I hounded them with phone calls and emails every few weeks. The windows did not come until April 7, 2022. Three of the four windows were measure incorrectly by 6 or 7 inches. One window was broken so 4 out of 5 windows were bad. The installers told me that the guy who measured was notorious for measuring wrong. So ******** knew that the guy they sent did bad work but let him work on my house anyway. I feel that is wrong. They remeasured and said it was going to be a rush job and my windows would come in two weeks. On July 22 the second set of new windows was installed missing one screen. Finally that came to. So it took **** months for this job to get done. ALMOST A YEAR. They would not give me a significant discount on the windows even though someone on the phone promised they would. They won't email you about those things. They will only tell you over the phone so that you have no proof and then they called me a liar about it. They treated me disrespectfully and did a terrible job.

  Business Response

  Date: 08/31/2022

  ******************* has been in contact with our Director of ************** ********************* and this matter was resolved already. **** issued the customer a good will credit of $1,157.20 on 8/19/22 and the customer paid the remaining balance of the project on 8/29/22. 

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17794224
  
  I am rejecting this response because:  I don't think that is a fair amount to be taken off.  It is not even 10% of my bill, which any business will take off for a minor complaint.  They did not give me a choice in the matter.  I told her I thought they should take off at least $2,000 and she said they would never do that. 
  Sincerely,
  
  ***********************