Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/15/2023

  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.

  On August 2,2023 I had 2 windows installed in my home from Renewal by Andersen Windows for a cost of $6,000.At completion I noticed that the windows were tinted green.I assumed I would be getting clear glass to replace what I already had.A color was discussed for the frame but at no time was a color discussed for the color of the glass I wasn't given a choice for that..I wasn't happy. I told the rep who called me and I also spoke with customer service about this. All they're telling me now is if you want them changed you'll have to pay an additional fee.This was not my fault. If i had known that the window glass was going to be green I never would have gone with this company. All I want is for them to replace the windows with clear glass to match the rest of my windows in the house. The frames are fine just swap out the windows with a clear glass.And I have no intention of paying an additional fee.

  Business Response

  Date: 08/17/2023

  Good Afternoon,

  Our windows are sold with an energy efficient coating called HPSmart Sun. 99% of our projects use this glass as it provides the most protection from the ** rays. The sample windows that we bring into the initial consultation have this glass as well. We don't have a "clear" glass option as a clear glass does not offer protection from the home and the glass won't be efficient. We do have an HP glass that offers some protection, but it is still not clear and may appear different that existing windows depending on the age of the existing windows. 

  If ************ would prefer this glass, we will order new sash for the windows, but please understand that it will still NOT be clear.

  Please ask ************ to call our team if she would like to proceed with this option.

  Thank you,

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

  Customer Answer

  Date: 08/17/2023

  I appreciate the response from ******************************

  However, before I close this case I would like to see the  HP glass that she is referring to.

  It certainly can't be any worse than the green tinted windows that were put in.I will call them to set up

  an appointment.If this information   was presented to me with the color of the glass I was going to get

  I never would have ordered this in the first place.
  

  Business Response

  Date: 08/29/2023

  I'm assuming this response must have crossed in the mail because our technician was at *** ****'s home last week with the other glass samples and she's asked us to replace the sash. 

  Customer Answer

  Date: 09/05/2023

  [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:06/20/2023

  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.

  Had three windows installed from this company on May 31, 2023 at the price of $8,596.00. One of the windows they installed is broken. They want to send someone to just replace the lock I said NO that I want them to give me a new window or a credit for the window. I spoke to the manager who was very rude with me on the telephone. She said that they can not do that because the window is under warranty. The company has not tried to resolve the problem.

  Business Response

  Date: 06/26/2023

  Good Morning,

  Our windows come with a warranty to address any service issues when there is a problem with a window. It does not provide for the full replacement or a refund in the event of a service concern. We had a service visit scheduled to replace the broken part; however, the customer cancelled it because we were not replacing the full window. We will be happy to honor our warranty and fix the window, but we will not be able to replace the window in full for the issue. 

  Please ask the customer to call us when she is ready to have the window repaired as provided by our warranty. Our service team can be reached at ************.

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

  General Manager

  Customer Answer

  Date: 07/06/2023

  [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:
  
  My warranty covers if something breaks on my window while I've been using the window. But they installed a window that was already broken. So since they installed a broken window I would like it to be replaced with a window that is not broken in any way. I should not pay over $2000 for a window that was installed broken. 
  
  Regards,
  
  ******** ******
  

  Business Response

  Date: 07/24/2023

  Good Morning,

  I am sorry that the customer does not find the resolution satisfactory. The window is not irreparably broken; there is a piece that needs to be repaired which can easily be replaced and function exactly as it should. The factory will not remake a window for this type of issue as it is a minor warranty concern. If I may make an analogy to another product, it may help clarify the why behind this type of warranty process. If you purchase a brand new car and there is a small defect (happened to me personally recently), they will repair the defect, they do not give you a new car. We would be happy to replace the broken part so that the window functions as it should, but we cannot replace the entire unit. 

  Please ask **************** to reach out to us so we can get the repair taken care of at her convenience.

  Thank you,

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

  Customer Answer

  Date: 08/17/2023

  [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.  Going forward i will not buy anymore windows from this company for how much they cost.
  
  Regards,
  
  ******** ******
  

• Initial Complaint

  Date:06/01/2023

  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.

  Spam emails for years now. I have never subscribed to be on their email list, yet i receive multiple spam emails from This company daily. I have “unsubscribed” more times than i can even keep track of, and I’ve now started blocking the email addresses from RenewalbyAndersen and somehow i still get emails flooding my inbox causing me to miss important information that i actually requested. This business is a SCAM and is harassing thousands of people. Upon googling this company i have found that thousands of others are experiencing the same issue and are just as frustrated as i Am. Something needs to be done about them. 

  Business Response

  Date: 06/22/2023

  Good Morning,

  Thank you for bringing this concern to my attention. Rest assured, we do not send emails to consumers once they've asked to be removed from our lists. I've asked our marketing team to ensure that ****************** email is removed from our vendor's marketing list and they've confirmed that was done. That being said, I am wondering if she's receiving spam from someone who is spoofing our emails. While we cannot remove her from those, I would be interesting in confirming this theory. If she would like to send any emails she's receiving that appear to come from Renewal by Andersen for to me to check, I can be reached at ***************************************** and I will help if I am able.

  Thank you,

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

  General Manager

• Initial Complaint

  Date:03/13/2023

  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: 7/14/2021 Total Money Paid:$6850.00 Replacement Windows for: Dining room -- slider, Kitchen --Casement, Two back bedrooms -- casements and a slider for front bedroom I have been having vibrations in front bedroom window (slider) since installation. I have had many service people come out to repair this window to no avail since first being installed. I have asked that this window be replaced with two casements in place and nothing has been done. I do not think that I should have to pay for any additional money for these new windows. No one from the service department or the sales department have been of any help.

  Customer Answer

  Date: 03/09/2023

  RENEWAL BY ANDERSON OF PHILADELPHIA ******************************************************************** ************
  RE: ******** ************************* -- ****************************** 
  

  
  

  Business Response

  Date: 04/11/2023

  Good Morning,

  We discovered the root cause of the vibration on our visit on 3/14. This should be resolved at this point. I am sorry it took as long as it did to address, but we are under the impression that has been rectified at this time. If there are still concerns, please have ****************** call our team at ************.

  Thank you,

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

• Initial Complaint

  Date:01/12/2023

  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.

  10 windows replaced in our house, $38000.00 and every single one gets condensation when it gets cold out. Even the windows with no window treatments.

  Business Response

  Date: 01/12/2023

  Good Morning, 

  I would like to be able to help this customer, but unfortunately, our location does not service that area and we did not do their project. They would need to contact the correct location which I believe is the *** in Mechanicsburg.

  Hope that helps!

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

• Initial Complaint

  Date:01/02/2023

  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.

  We got replacement windows for our house at a cost o $29K plus in October of this year. The salesperson said that they would replace 5 small basement windows at no additional cost. 4 of the windows were replaced but the salesperson said there were only 4 and he would call when the 5th window was in. We waited about 5 weeks and had not heard anything. Called the for salesperson for 2 weeks and left messages with no response. When I called the office I found the salesperson was no longer employed. I was expecting that since the salesperson was their employee they would honor what he promised to do. After waiting for 1 week we were told since he was no longer employed they could not replace that 5th window. The windows were of excellent quality but it was very disappointing that the company would not stand behind what was promised by their salesperson, especially as it was only one small basement window when they already replaced 4 of them.

  Business Response

  Date: 01/11/2023

  Hello,

  I would love to help this customer, but unfortunately, we are not the correct Renewal by Andersen location. We do not service the Lancaster area. They will need to reach out to the office that services that area which is located in Mechanicsburg, PA. Their General Manager's name is *************************** and her email is *************************** Hope that helps!

  Please let me know if I can be of further assistance.

  Thank you,

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

• Initial Complaint

  Date:09/14/2022

  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.

  Two (2) sliding windows (living room & dining room windows) were installed on February 22, 2022 at the price of $7,723.00. I noticed flies coming through cracks in both windows in May 2022, which led to multiple houseflies being in my living and dining rooms of my house. Contacted business, examiner sent out to my home, and the examiner determined both windows were missing parts that should have been installed when both windows were installed. The examiner said the part would not guarantee the prevention of flies into my home. I received an email from the business in early June that they are looking into the matter. To date no resolution, and I had to place paper towels into the cracks of these two brand new windows to prevent flies from entering my home.

  Business Response

  Date: 10/04/2022

  Hello,

  We will be replacing the weather stripping and cover the weep holes to hopefully help this situation.  We will be performing the service work on 10/7.

  Thank you,

  Kristin G**********

• Initial Complaint

  Date:08/19/2022

  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.

  Had a salesperson to my home was interested he (Scott M************* ) explained they had several different finance companies and it was one soft hit one credit for all. He was from the King of Prussia PA  office. As soon as he ran credit it was alerted to my phone as hard hit. He called manger told me to call ***** *** and they could remove it . They said call ********. ******** said they don't dispute inquires. I would have never done this if he said hard hit

  Business Response

  Date: 08/31/2022

  Good Morning,
  **************** signed a contract and applied for financing at the time of the sale. I cannot speak to what the project consultant told her, but applying for credit is not a soft inquiry on a credit report. The finance companies need to do an inquiry before extending credit and it is a hard hit. We have spoken to the finance company, ********. They informed us that they have removed the inquiry from her credit report as of last week and that they had spoken to her to advise her of this as well.

  Please let me know if there is anything else needed on this complaint.

  Thank you,

  Kristin G************

• Initial Complaint

  Date:08/05/2022

  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 worked with Todd l**** to replace all of our exterior doors and windows. He was super knowledgeable, professional and responsive. He took his time and awnsered all of my many with exactly what i wanted to hear. He’s really good at his job for sure. I originally wrote a glowing review but after realizing how much he and renewels screwed us over I decided to share my current experience. When we had our initial consult with him he said we would lose an inch of window space because we had framless windows from 1978 which made sense. He said they would be the same size as my 20 year old renewal by anderson replacement windows we had at the time. He never sent a contract just an amendment only what was changed (changed 4 windows into 1 large window and added a door) no other information about contract details at all. my boyfriend signed the contract when todd pulled up the signature line for him to sign. He obviously didnt read it because if he had we would have realized its not in our best interest to move forward with the sale. We didnt recieve the contract until day 3 of install when i realized he didnt order the basement windows we discussed when i said i wanted ALL of my windows replaced not most, he sent the contract then to show they werent on there. When project manager came to measure windows second time i was busy trying to get my 9 year old to school and dealing with 2 under 2 so i didnt even think about it. After doing more investigating i realized we were charged an extra inch in length and width for almost all of our window pockets. Whats funny about that is the windows that arrived are about an inch smaller then the pockets. I watched the guys install them they literally put a couple screws in with some spray foam, slapped some shoe molding on and called it a costom window. We lost about 3 inches on eash side of every window but the kitchen. I was very clear with todd about how important it was for the frames to be as small as possible. Need more space

  Business Response

  Date: 08/26/2022

  Good Morning,
  We've been working with ************ since her installation to address her concerns. In terms of the contract, ************** docusigned the contract and amendment which means that the contract was sent to his personal email address for review and signature. Upon signature, the completed contract was emailed back to the same email address. The contract details all of the windows that we part of the contract. I've attached a screenshot from docusign of the review and signature time stamp
  As for glass loss, this is an expectation with replacement windows and is discussed with all of our customers at the time of the initial consultation. Our Director of Production was at the home and discussed solutions with ************. We sent our installation team back to the home to redo trim based on this visit. We completed the work that was discussed at the time. The windows are measured correctly and cannot be ordered any larger.
  Our VP of Sales has attempted to contact ************ on multiple occasions, but she has not responded at this point. She has also posted multiple negative reviews on social media. We cannot come to a resolution if we do not receive return correspondence. We would like to understand what she is expecting, but again we need to speak with her to do so. Please ask ************ to call Ryan F******* to discuss further. He can be reached at ************.
  Thank you,
  Kristin G**************