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:04/25/2025

  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.

  COMPANY LIED, NEVER SENT CONTRACTS GIVING US TIME TO CANCEL ORDER I HAVE NO PAPERWORK FROM THEM I WANT THIS STOPPED THEY DID NOT EVEN GET ORDER RIGHT WRONG WINDOWS AND NOT ENOUGH

  Business Response

  Date: 04/29/2025

  Good Morning, 

  I would like to help; however, you have reached the wrong Renewal by Andersen location. We did not sell this project as ****** is outside of our territory. The correct business office is:

  Replacement Windows in *************
  ********************************
  *********, *******;20852
  Phone
  ************

  I hope this helps.

  Thank you,
  ******* *******

  Business Response

  Date: 05/15/2025

  Renewal by Andersen determined that the homeowner email address on file was inaccurate, and the homeowner did not receive a copy of her contract immediately after the sale as she stated.  We have cancelled her project as requested and refunded her deposit.  

   

  Please call my cell at ************ with any questions.  

  
  *** ********

  General Manager

  Renewal by Andersen

  Capital Region

• Initial Complaint

  Date:01/27/2025

  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.

  On 10/29/2024, I met with ***** Siro, Project Consultant, Renewal by Andersen of Greater Philadelphia. I purchased one Gliding 200 Series Narroline 2 Panel patio door and one Acclaim Awning window. Total cost: $11,033, financed for 12 months at zero percent. On 11/08/2024, $5,516.50 was charged by Renewal by Andersen of Greater Philadelphia to my loan. On 12/19/2024, the door, window (and trim around both) were to be installed. After installers removed my old window, they discovered the Renewal by Andersen window had a crack running from top to bottom. They installed the broken window and said a replacement would be rush ordered. The correct trim for the windows was missing, so the project was not complete, and we were left with a broken window. The installers, scheduled to arrive between 8 and 9 am, did not arrive at our home until 2:45 pm and did not leave the project (still unfinished) until 10:30 pm. The next morning, 12/20/2024, I received an alert that the balance in full of $5,488.50 was charged to my account. ***** Siro, Project Consultant, was contacted as we felt it was deceptive to be charged in full for a broken window and unfinished project. ***** Siro said his manager, ****, ** of Sales at Renewal by Andersen, would be contacting us, and we would be given a credit. Despite multiple calls to ***** and directly to Renewal by Andersen of Greater Philadelphia, ****, ** of Sales, has not called as of 01/27/2024. We have not received a credit or a call back from anyone. It has been 40 days that we have had a cracked window (numerous days in single-digit temperatures with condensation accumulating inside the window and concerns the glass would shatter). I am requesting that my $11,033 balance be reduced due to the multiple errors, including a broken window still installed. Renewal by Andersen of Philadelphia is charging customers for incomplete and broken goods, and that should not be legal. Thank you for reviewing this complaint - ******* G. *******

  Business Response

  Date: 01/30/2025

  Good Morning,

  ****, our VP of Sales spoke with Mrs. ******* a few days ago and provided a credit for the inconvenience with the broken product. We have the order placed with the replacement part and have requested it to be expedited. We have a tentative delivery date, and our team scheduled the service. I am sorry for the broken product, but rest assured we are working to correct the problem as quickly as we are able. 

   

  Thank you,

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

  Customer Answer

  Date: 01/31/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: 22865877
  
  I am rejecting this response because:

  UPDATED COMPLAINT THE SECOND WINDOW ARRIVED WITH A BROKEN SASH; ORIGINAL ANDERSEN BROKEN WINDOW STILL INSTALLED IN OUR KITCHEN. We still have not received the email, as promised by ****, ** of Sales, regarding his conversation and assurance that a credit off the total charge would be given. Until we receive documentation of a guaranteed credit in writing, an undamaged window has correctly been installed, and the project is officially completed, we do not accept Renewal by Andersens BBB response. 
  

  January 28, 2025: Renewal by Andersen was scheduled to install the replacement for the broken window. The installers arrived at 8:30 am. The new window sash was damaged. The sash was bent approximately 5 to 6 inches and could not be installed (there would be a gap to the outside). The current, broken window was put back in, and we were told that a third window would be ordered and scheduled for installation. 
  

  January 28, 2025, 8:42 am: ***** Siro, Project Consultant, at Renewal by Andersen, contact my wife via text message and asked to be kept updated on the progress for the new window install. My wife texted, Still waiting since Dec 20th for a call from the ** of Sales on a credit. Zero calls/zero credit. Charged full price for a broken window installed in our house for 40 days.
  

  January 28, 2025: My wife, ******* *******, received a call from ****, ** of Sales, *************. **** told ******* that he never received a message from ***** or anyone else to contact us regarding our broken window, missing trim, or botched project. **** told my wife that they would provide a credit to reduce the total cost of the project. He told her that he wanted to wait to finalize the credit until the third attempt at installing the window was completed and there were no other problems. He told ******* he would send her a confirmation email after their call that we would be receiving a credit.

  January 29, 2025: I received a call from ***** of Renewal by Andersen ******************. He stated they were scheduling into the last week of February 2025 to replace the window (again). I told ***** that four additional weeks was unacceptable considering we have now had a broken window installed by Andersen for over 40 days. 

  January 29, 2025, 3:23 pm: My wife, ******* *******, spoke with ***** of Renewal by Andersen ****************** (he had left a voicemail for her as well). He repeated the same information to *******, statting they were scheduling into the last week of February 2025 to replace the window (again). My wife expressed that the installers said they would expedite the window replacement, and another 28 days was unacceptable. Johah told ******* that he would speak with his management team and try to schedule earlier. ***** told ******* that if she did not hear back from him with an answer on whether they could move up the new installation appointment, she should contact him on Friday at ************.
  

  January 30, 2025, 1:23 pm: My wife, ******* *******, received a follow-up call from ***** of Renewal by Andersen ******************. He stated that they were unable to tentatively schedule the window installation appointment for later this month. They would schedule the appointment once the window arrived at the ** warehouse facility and was confirmed to be undamaged and ready for installation. 
  

  January 31, 2025: We still have not received the email, as promised by ****, ** of Sales, regarding his conversation and assurance that a credit off the total charge would be given. Until we receive documentation of a guaranteed credit in writing, an undamaged window has correctly been installed, and the project is officially completed, we do not accept Renewal by Andersens BBB response. 
  
  Regards,
  ******* *******

  Business Response

  Date: 02/12/2025

  Good Morning,

  When our VP of sales spoke with Mrs. ******** he assured her he would issue the $500 credit upon the completion of the service. The customers have requested that we receive the parts and do a check on them before we reschedule the service again. The **** has shipped and is due to us next week. As soon as we receive it and check to ensure it's not damaged, we will call them to schedule the service. Again, we should be able to call next week and set aside the time very quickly assuming the product is as it should be. We appreciate the ********* ******** as we work through this warranty issue. If they have questions in the meantime, our service team can be reached at ************.

   

  Thank you,

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

• Initial Complaint

  Date:01/07/2025

  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 paid for replacement windows to be the exact same as my existing windows. Based on advertising and my discussions with the team, I expected the full project to be completed by this company for $13,884. Initially, they informed me the casing/trim needed to be removed, and that would cost more. I signed an addendum for a higher price $15,384. Then, I was told I'd also have to stucco this myself, but the price would be back to the original amount of $13,884. I did not sign anything for this because the credit card I opened still showed the $13,884 price. I took their word that that it was going to be $13,884 with the windows/installation/trim, and now I have to do the stucco myself. After the installation, I found out there was no insulation or trim. I tried to explain this to them, and was told "I don't know what you expect, we only do windows". I filed a complaint with the credit card company to reduce the price back to $13,884, but I feel that this should be reduced further since they also did not complete any stucco work, and that was supposed to be part of their original installation, but was walked back as they were waiting to do the project.************************************************************************************************************************************ Installation on RbA website ******************************************************************************** Video of installation ************************************************

  Business Response

  Date: 01/13/2025

  To Whom it May concern, 

  Our original agreement was for $13,884.00. This does not include stucco work. Our project consultant mistakenly thought we could do trim work that we are unable to do when windows are in the type of application that is on this particular home and created the attached amendment adding $1500.00 to the original price. We have already refunded the amendment cost back to **** ****** who will need to have a contractor complete the **** work.

  Thank you,

  ******* Gardner 

   

  Customer Answer

  Date: 01/15/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22780830
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 01/15/2025

  Initial project price was $13,884 for everything. 

  Then, it was brought up to $15,384 to redo the trim. After this, I was also told they would not be able to do the stucco, so they would refund to $13,884 with the expectation that I would do the stucco myself. They did not update the contract, but I trusted it would be honored as the credit card was still arranged for the $13,884 price.

  
  

  After the installation when the stucco company came to do the stucco, they informed me that they did not do the trim (which I did not understand because I don't personally know how to install windows). I had verified with the installation crew that the only remaining part left to do was the stucco. That was incorrect. My credit card limit was then increased AFTER the installation to $15,384.

  
  

  I have tried to explain this to them multiple times. It was decreased to $13,884 after I filed a complaint with the credit card company. This would account for me having to do the trim myself, but does not account for the stucco work that I had to complete myself.

  
  

  Business Response

  Date: 01/24/2025

  Good Afternoon,

  I am sorry there is still confusion, but there was no stucco work included in the pricing so there is no additional money to be refunded. As our production manager stated in the screenshots provided by Mrs. ******* some of the increase was related to work that we did complete, but we still gave the full added cost back for the project. There is no additional refund to provide.

   

  Thank you,

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

   

  Customer Answer

  Date: 01/24/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22780830
  
  I am rejecting this response because:

  The original price of $13,884 was intended to be the full project cost. There are 2 issues that I believe are being misunderstood. The refund was intended for the stucco work that was not completed. It was discussed with me that the initial refund back to the $13,884 price was solely due to the stucco work not being completed, and the trim and insulation was still going to be completed. The additional incomplete work (the trim and insulation) were additional parts that I was unaware would not be completed, until after this was closed. The trim and insulation was an extra part they dropped the ball on. Even if they completed the trim and insulation work, the expectation was that the price was going to be $13,884. It was a surprise to me that I had no trim or insulation, and also a surprise that the price was again raised to $15,384.

  I suggest you review emails and records about this project for further clarification. The price agreement was initially $13,884 for the complete job as it appeared on advertising and websites. The price rose to $15,384 when the entire trim was supposed to be replaced.  The price went back to $13,884 when I was told I had to do stucco only. Upon project "completion" it was noted by the stucco guys that there was no trim or insulation (I did not hear this from Renewal by ********). There should have been a price adjustment for this oversight of work that I was charged for but did not receive. 
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 01/30/2025

  There is still confusion even in the customer's rejection. In one place, it is stated that the increased price was for the trim and in another for the stucco.

  To be clear, the increased price was for the exterior trim work as stated on the amendment. We were unable to do the trim because of the existing material on the home. The **** was cut back to put flanges on the windows which was part of the increased cost, but because we were unable to complete the work listed on the amendment in its entirety, the price was reduced back to the original price. We did not charge anything extra for stucco as we do not do stucco work and there was never an intention to do any stucco repairs. That is always done by an outside contractor contracted by the homeowner. I apologize for the continued confusion, but I am not sure how else to respond. Perhaps rather than going in circles electronically, Mrs. ***** can call our office so we can have one of our installation managers discuss over the phone. Maybe that will help remedy the confusion. 

• Initial Complaint

  Date:11/12/2024

  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.

  Windows on the front of my home were replaced (6) on 1/30/2024.After installation Andersen was contacted. They did come out with a caulk gun but came nowhere near solving the ********** August of 2024 we had the stone replaced on the front of the house. Once the stone was removed it was found that all of the windows were not "flashed" properly to the front of the house. This means creating a water tight seal between house and window. In this case water would be able to leak past the window into the home. My contractor had to remove and dispose of existing white aluminum window capping from the 6 windows on front of house. Then each window was recapped with white aluminum coil stock, returned back to face of the wall and sealed with flashing tape.

  Business Response

  Date: 11/15/2024

  To Whom it May Concern: 

  I am not clear what the customer is looking for in this instance. We haven't spoken to the since their last installation over 6 months ago so we were unaware of an issue until receiving this complaint. The caulking that this complaint mentions was done because Mr. ****** believed there was caulking missing, but water infiltration or other concerns were not mentioned. If they can call our office to discuss, we can identify the next steps. Our team can be reached at ************. 

  Thank you,

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

  Customer Answer

  Date: 11/20/2024

  
  
   Complaint: 22546107
  
  I am rejecting this response because:At the time this was a big deal. I worked through the service department and installation department.
  They have pictures of improperly installed capping and caulking around the windows. Water leaks were discussed as a major part of my complaint with them. 
  They sent two guys out with a ladder and a caulk gun. They just overlooked the major problem because the solution would involve removing the aluminum capping and re-doing installation of all 6 windows. That's what I have paid for after the fact.
  
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 11/25/2024

  To Whom it May Concern:

  I am not sure what the homeowner is rejecting. I asked for them to reach out to our team so we could understand what they are looking for and discuss a path forward. We do replacement windows, what the customer had completed with the stone being removed, isn't something that can be done with insert windows and we had addressed the concerns that we were aware of at the time of our last contact. They did not contact us when they had the stonework done with any requests. We could have recapped the windows at that time if that is what they're asking us to do now, but their request is not clear, so we need more information.

  Again, we are happy to discuss a path forward, but need to speak with the homeowner. Please ask them to call us at ************.

   

  Thank you,

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

• Initial Complaint

  Date:11/03/2024

  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.

  My husband, who has an early onset of dementia, made a purchase with Renewal by Andersen. He does not remember making this purchase, and the vendor has forwarded the information to a finance company. When we called to tell them, we did not want this purchase because it was so expensive, we were told that it was too late since we were only given 3 days to do so. Therefore, Renewal by Andersen would not cancel the contract. This has blemished our credit, and these people call us every day telling us that they want their money. The amount that Renewal by ******** listed cannot be afforded, due to our fixed income.

  Business Response

  Date: 12/03/2024

  Good Morning,

  I have been advised by our VP of Sales that after speaking with Mrs. ******* yesterday, the installation has been scheduled for 12/11.

  Please have the *******' reach out with any additional concerns to ************.

  Thank you,

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

  General Manager

• Initial Complaint

  Date:03/08/2024

  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.

  improper flashing install by Renewal staff . Have paid them over $50,000!!

  Business Response

  Date: 03/19/2024

  Good Morning,

  It's my understanding that our team has spoken to **************** and come to a resolution. We stand behind our installation and warranty and have spoken to the customer. If there are still any outstanding concerns, please give our service team a call at ************ so we can discuss.

  Thank you,

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

• Initial Complaint

  Date:01/04/2024

  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 had put my name in a drawing for up to $50,000 in windows and doors during August 2023. In November of 2023, Renewal by Anderson called myself and my husband-spoke to my husband directly, and told him that we were chosen for the drawing. The sales rep on the phone, scheduled an appt for someone to come out and help us choose our new windows. I was at work the evening they came out, so my husband was home alone with our small children and dogs. The employee took up 3 hours of my husband’s time. Excited about this opportunity, we reached out to a friend who knows someone who works for Renewal. They assured us that this was a sales tactic and there was NO DRAWING. Infuriated, my husband called Renewal and left a message about the situation (this was in early December) and they NEVER reached back out, apologized, nothing! How can you tell someone they WON SOMETHING and then send them a finance sheet, asking how you plan to pay for the windows?! They should be ashamed.

  Business Response

  Date: 01/09/2024

  Good Morning,
  

  I'm sorry to hear this happened and can appreciate your frustration. Unfortunately, we are not the correct Renewal by Andersen location that would have control over this drawing. That would be our Central PA location located in Mechanicsburg. Here's the location details if you would like to provide further information to them.
  
  Replacement Windows in Central Pennsylvania
  **** ******** ****
  Mechanicsburg, PA *****
  Phone
  ************

  Thank you,

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

  General Manager

• Initial Complaint

  Date:09/16/2023

  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.

  We bought the door from Renewal by Andersen in around 2019. Almost immediately we began having problems with the handle. They sent service people out on 3-4 different occasions over the years to tighten it. We finally said enough so they ordered a new handle. When they finally installed it in July it didnt have an inside lock. The picture they sent to me me via text only showed the handle from the outside. When we asked the tech to put the old handle back (even though the plate around it kept moving) he couldnt because he made holes in the door. We were promised excellent customer service and a lifetime warranty. We have not gotten that. The last thing the tech said on 9/15 is that if we wanted another lock we would have to buy another door. This door cost $5,000. Please help!! This problem is not resolved by a long shot.

  Business Response

  Date: 10/09/2023

  Good Afternoon,

  We've been in contact with ************** with a solution if the issue is now related to having a keyed lock on the interior, but she does not like the option and told our team she does not want to move forward with that option. She wants us to purchase her a new door slab at no cost with new hardware. This is not something we are able to do as it's not a warranty item. We have already swapped the hardware to a different style of her choosing and are willing to swap it back to a new set of hardware at no cost, but we will not be able to replace the door slab without a fee. These are the two available options at this point. If she prefers a new door slab, there would be a charge for that work.

  Our service team is waiting to hear back with ***************' decision. We can be reached at ************.

  Thank you,

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

  Customer Answer

  Date: 10/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint:
  
  I am rejecting this response because:
  
  Regards,
  
  *************************
  
  The response was unsatisfactory because they offered the same thing that they told me on the phone before I made the complaint.  They also offered to send us a patch to block the hole that was made in a $4,000 plus door by them.  All we want is a door with a lock from the inside.  The old handle had 2 locks.  This one has only one lock which you have to go outside to lock when you leave your house.  The hardware on this door has been a problem for over 2 years.  The picture they sent of the lock they installed only showed it from the outside of the door, not the inside. They want us to pay for a new door because the hardware is not the same size and they drilled a hole in the door which ruined the door and probably voided the lifetime warranty.  Thank you for your help.

  Business Response

  Date: 11/17/2023

  Good Afternoon,

  I've asked our service team to order the new door slab as a one time courtesy. They will reach out to discuss if they have not already.

  Thank you,

  *******

  Customer Answer

  Date: 11/27/2023

  No one from Andersen Renewal has contacted us as of November 27, 2023.

  Customer Answer

  Date: 12/08/2023

  I did respond and I even called your office and spoke to someone.  

  Business Response

  Date: 12/13/2023

  I am sorry for the extreme delay. I was unaware the team had not spoken to **** *****. I have been told they were able to connect yesterday and the resolution is moving forward.

  Customer Answer

  Date: 12/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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:09/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased three doors and two windows from renewal by andersen since the purchase they have been out four times to fix one of the doors the rubber keeps falling off. I called and spoke with ***** asked for a supervisor they are not available I beyond frustrated with the service. I asked if they will keep coming out every couple of months to replace the order and not solve the issue. I have asked to replace the door or give me my money back which they also refused.

  Business Response

  Date: 10/04/2023

  Good Morning,

  We have reviewed the account and see that we were waiting for a part to be able to reschedule to remove and re-install the door. We spoke with ************* this morning and scheduled that appointment. We believe that by reinstalling the door, it will eliminate the root cause of the issue that continues to show up as a torn gasket. We're very sorry for the inconvenience and look forward to getting this situation rectified and appreciate the patience the *********************** has exhibited. 

  Thank you,
  *****************************

  General Manager

• 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.

  Thing April 6, 2023 Renewal by Andersen put in windows we purchased in September,2022. At that time the sales rep did not mention anything about the screens or that there were any other options about what type of screens they have. When the workers completed the installation, as they were pulling out of driveway, I noticed the screens looked wavy and rippled around the frame, especially at bottom. I called several times and was told someone would call back and arrange to fix screens. They sent there workers here two time to try to fix, but bent the frames each time. Before the workers came to try to fix, they sent a person to look at the screens and he agreed they were not ok and said “oh you didn’t get the better screen” This was in June, 2023. When the second person couldn’t fix screens, we discussed getting the “better screen” they ordered the supposedly better screens which they said I would have to pay $435.00 morel for. When they cam today withe the screens, I looked at the screens first and the one I saw was also wavy and not tight to frame. The person from Andersen agreed and said there was nothing he could do. I said if that is how all of the screens would be, I will not pay more money. He said they would have to order the same screen I have that are bent and left. Before he left I said I think they should just put in the screens he had with him and not make me pay, since I will never have a perfect screen. I tried calling their customer service and of course the manager was not available to talk to me. I am very frustrated and am getting no where with this company that was supposed to be the best.

  Customer Answer

  Date: 08/26/2023

  The address is Renewal by Andersen of Greater Philadelphia, **************************, King of Prussia, Pa. ********

   

  Business Response

  Date: 09/29/2023

  Good Morning,

  I've met with our service team to understand what has been going on with this project. The original screens that were sold were the fiberglass screens that are included with every window at no additional cost. The screens recommended are our truscene screens and they are an upcharge which is why there was an additional cost. We did discount that charge to our customer knowing it was an issue. I've seen the pictures of the screens and see the concern that **************** has, but I am not sure that there is actually a defect with the product. We have sent the photos back to our manufacturing facility for them to let us know if they are withing tolerance or not. If they are not, they will replace them and we will reach out to **************** with a new delivery date. If they tell us the screens are within the manufacturing tolerance, we will figure out next steps from there. Because screens are not a rigid material, there is always going to be some give or wave to them, but that should not be visible when looking at the window. You would only see the slight wave when looking down into the screen which is the angle of the photos and not the way one would normally look at a window 99% of the time so I do believe that once installed, these screens will look completely fine. Our service team was going to be calling **************** in the next day or so with next steps.

  I am sorry for the inconvenience and frustration and we look forward to finding an acceptable resolution to the issue.

  Thank you for your patience.

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

  General Manager

  Customer Answer

  Date: 10/25/2023

  Please be advised that I still have not been contacted by Renewal by Andersen as per the information in your last correspondence with me.  Their screens are awful and I have never seen screens that do not fit tight to the frames. Their employees that came here three time agreed and tried to fix them however they bent the frames.  This has been going on since April 6, 2023.  The fourth person was here six weeks ago and was no help.
  This is very frustrating and no ne is helping me.
  
  Sincerely,
  
  ******** ****** 
  * ******** ****** **., Auburn, N.J. *****

  Business Response

  Date: 10/30/2023

  Hello,

  I am sorry for the delay. I was under the impression our team had been in contact to communicate next steps before now. I've spoken to them and was told we have a service to install the new screens on 11/21. 

  Thank you,

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

  Customer Answer

  Date: 11/06/2023

  At this point I cannot or accept because I do know the outcome of what will happen on 11/21/23. Also, I am confused because the person (4th person) told me he could only order replacements for the two bent screen frames with the same screens I have not the true screens. They have advised me the prior to coming here on 11/21/23 they would have their quality control person examine the screens. Hopefully that person will be able to confirm if screens are attached to frames correctly.

  I didn’t know they purchase their screens from another company until the last person was here on 8/25/23.

  This whole matter has been very upsetting and causing me much stress.  If on 11/21/23, I am not satisfied that the screens are made properly, I will not pay the additional $438.00. Although I do have to think that their quality control person will do the right thing since all of their employees that have been here since April 6, 2023 have agreed with me that the screens are not ok. They tried to fix them but all of them agreed it bends the frames when they try to fix.  I think they need to find a new company to make their screens.

  Thank you for the attention to this matter. The only time they get back to me is after you contact them.

  Sincerely,

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

  Customer Answer

  Date: 11/06/2023

  At this point I cannot or accept because I do know the outcome of what will happen on 11/21/23. Also, I am confused because the person (4th person) told me he could only order replacements for the two bent screen frames with the same screens I have not the true screens. They have advised me the prior to coming here on 11/21/23 they would have their quality control person examine the screens. Hopefully that person will be able to confirm if screens are attached to frames correctly.

  I didn’t know they purchase their screens from another company until the last person was here on 8/25/23.

  This whole matter has been very upsetting and causing me much stress.  If on 11/21/23, I am not satisfied that the screens are made properly, I will not pay the additional $438.00. Although I do have to think that their quality control person will do the right thing since all of their employees that have been here since April 6, 2023 have agreed with me that the screens are not ok. They tried to fix them but all of them agreed it bends the frames when they try to fix.  I think they need to find a new company to make their screens.

  Thank you for the attention to this matter. The only time they get back to me is after you contact them.

  Sincerely,

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

  Customer Answer

  Date: 11/06/2023

  At this point I cannot or accept because I do know the outcome of what will happen on 11/21/23. Also, I am confused because the person (4th person) told me he could only order replacements for the two bent screen frames with the same screens I have not the true screens. They have advised me the prior to coming here on 11/21/23 they would have their quality control person examine the screens. Hopefully that person will be able to confirm if screens are attached to frames correctly.

  I didn’t know they purchase their screens from another company until the last person was here on 8/25/23.

  This whole matter has been very upsetting and causing me much stress.  If on 11/21/23, I am not satisfied that the screens are made properly, I will not pay the additional $438.00. Although I do have to think that their quality control person will do the right thing since all of their employees that have been here since April 6, 2023 have agreed with me that the screens are not ok. They tried to fix them but all of them agreed it bends the frames when they try to fix.  I think they need to find a new company to make their screens.

  Thank you for the attention to this matter. The only time they get back to me is after you contact them.

  Sincerely,

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

  Customer Answer

  Date: 11/17/2023

  I did answer last week!

  on Thursday 

  Thank you,