Complaints

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

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  Renewal By Andersen of Central Pennsylvania

  4856 Carlisle Pike Mechanicsburg, PA 17050-3026

  
• 

  Renewal By Andersen of Central Pennsylvania

  244 Grey Fox Dr Ste 1 Montoursville, PA 17754-9572

  
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  Renewal By Andersen of Central Pennsylvania

  487 Municipal Dr Duncansville, PA 16635-8415

  

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:12/13/2023

  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.

  I Bought new windows for the back of our house. I couldn’t lock two windows and my bathroom window was very hard to lift up and down and lock. I called to have someone fix them, I got a run around for quite awhile until someone came out. He said he was the supervisor, the guy who installed them was fired because of his work not being up to par. He also said the window was not installed properly but they will try to fix it. In the winter the window is very drafty. I tried to live with it, because it is so hard to get someone to take care of a problem with this company. But every winter I feel how drafty that window is, and feel like they didn’t do what should have been done immediately to fix this problem. For the money I paid I truly think they should have replaced the window knowing that if it was not installed properly it wouldn’t perform properly. It was not my fault that the work was not done the right way. It took us a few years to pay for these windows. I just want what they advertise. The windows were installed a few years ago it took a few months for them to come out to look at them. I am filing this complaint because I called Renewal by Andersen a few weeks ago on a Friday and was told by ***** that someone from service would call the following week. I didn’t hear from anyone until I called Laura back and have been playing phone tag with her and was told someone would reach out to me. I told them I was contacting the BBB and someone called with January 9th service appointment.

  Business Response

  Date: 01/02/2024

  Our Service team made contact on December 12, 2023 and has scheduled an assessment for January 9, 2024 and will make a determination on the required actions after this assessment.

  Customer Answer

  Date: 01/09/2024

  Renewal by Andersen visited my home today. **** wanted to fix the window but I want the window to be replaced. It was fixed once already because their installation team failed to install properly and it is still very drafty. I refused the offer to fix because I didnt pay for a damaged window. I spoke to an ************************* who assured me that I  will get a new window installed and it is being ordered. She said it will take about 2 weeks for that. I asked that she reach out and keep me informed as to when it will be installed. 

• Initial Complaint

  Date:04/06/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/11/22 financed 5 windows costing $27,453.00. 2/9/23 windows were installed. While installing the bow window, the drywall was busted out and the piece of drywall flew across the room and hit my TV stand damaging it. The wood trim around bow window was cracked everywhere and the frame of the bathroom window was dented. 2/11/23 I emailed the Zack the sales man who sold the windows with pictures of the damage. He apologized and said they will be back to fix the trim but no mention of the damage to my wall. 2/13/23 **** emailed me to let me know he forwarded the pictures I sent him to service so they will call to come fix the trim. I reminded him of the damage to the wall and the dented frame in the bathroom. Approximately 2/24/23 they came to fix the damages. Unfortunately they did not fix all of the cracked trim, now the trim is not aligned correctly, and they put mud in the place that they broke my drywall. While they were working on fixing the trim they now damaged the wall above the window and proceeded to tell my husband that that was there already and my husband said NO we have pictures and then he said "oh well I guess if you have pictures". He also told my husband that he will have to sand and paint the wall once the mud dries. My husband said NO that is not what my wall looked like before they came so they will fix it and paint it. I sent pictures of the new damages to **** and he responded that he will forward to service again. 2/28/23 I emailed **** with my phone number to have management call me. 3/9/23 I emailed again for a status and that I did not receive a call from management. Was told they are still waiting for a piece of wood, no mention about management. Approximately 3/18/23 I called them to speak to management and they said they would forward my message to management. 3/30/23 I emailed **** again for a status and for management to contact me. 3/31/23 he emailed back that they are still waiting for the wood trim.

  Business Response

  Date: 05/15/2023

  Following the complaint, we promptly contacted the customer, and our service team has kept them updated. ***** called the customer around April 14th to explain our plan of action. We will redo the interior casing around the bay, replace one piece of shoe molding, fix the hole in the drywall, and give the casing and shoe mold a fresh coat of paint.
  
  ***** and ***** have allocated time for the final service appointment, when they'll visit the customer to install the casing and shoe mold. The most recent customer update, dated May 2nd, informed ** of the successful receipt of the ******** casing. Presently, the casing is undergoing the necessary painting process. Once this is accomplished, the scheduling of the service appointment, which will span two consecutive days, shall promptly follow.

  Customer Answer

  Date: 05/15/2023

  [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 partially satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:04/01/2023

  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.

  This is my SECOND complaint. I had a sliding glass door installed. Over the next 3 years the door has leaked, the handles have broken. When I say leak, I mean my door became no less than a $7,000 water feature! My floors were soaked. Thankfully we were home to catch the stream coming into the house, as to not damage the floors. The "fix" team blamed the original install guys. The second team assured me of the fix. This happened over again and actually grew mold under the door from water leaks...that we did not catch. Finally, after a major leak for the 3rd time...they pulled the door out and reinstalled the same door. This group blamed the first guys, and the second group. All the while, the door handle has broken 3 times. Now we are 4 times in, and it is worse than ever. The kicker here is I replaced the floor after the last fix. Now the door is only part of the problem.

  Business Response

  Date: 04/17/2023

  April 14, 2023 
  Dear *** *******: 
  This law office represents Renewal by Andersen of Central PA ("RBA") in the above- referenced matter. 
  Pursuant to a written home improvement agreement, RBA delivered and installed a new patio door for *** ***** on December 3, 2019. RBA has always been extremely responsive to *** *****'s concerns. On or about May 14, 2021, RBA reset the door, and on or about February 9, 2022, RBA reinstalled the door to be flush to the interior wall. At the time, *** ***** expressed satisfaction with these measures. RBA also refunded him. $2,621.50 in January, 2023. It should also be noted that RBA's install manager and service technician inspected *** *****'s siding and informed him that he did not have proper house wrap, the light fixture above the door was installed incorrectly and that he should address these issues to minimize potential damage. *** ***** has not allowed RBA to inspect the current state of the premises and as such, we demand that *** ***** offer proof of his allegations. If *** ***** refuses to do so, we respectfully request the complaint be dismissed with no further action taken against my client. 
  Your attention to this matter is greatly appreciated. 
  

  Very truly yours, 

  Customer Answer

  Date: 05/03/2023

  Complaint: ********
  
  I am rejecting this response because:
   RBA has turned this over to their insurance.  Nothing has been resolved.  It is actually so convoluted that is actually worse dealing with these people than actually dealing with the original deficiencies caused by the company.

  Here is the proof of the leaks throughout the last 3 years. 
   
  Original leak...2 months after install

  Please feel free to forward to their attorney as “proof”.
   
  Regards,
  
  ***** *****

• Initial Complaint

  Date:03/31/2023

  Type:Sales and Advertising 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.

  This company has come to my residence before circa 2019. They were extremely pushy, hostile, and rude when I politely told them I was not interested in receiving a quote on work they said my windows needed. I actually felt intimidated and worried after they left that one would return potentially because of how hateful the one acted. They have come back since several times since 2019 and continue to leave assessments of my home on notes left on my door. I also get 4 mailings minimum from them a month in the mail and daily emails. I have requested to be removed from their sales lists, emails lists, home visit lists, and the response I get is more spam emails directly after that I cannot even respond to. I block and remove them, and yet more still will appear from different spam email accounts in their name. It is harrassment and I am asking for something to be done so they can no longer waste resources and time trying to get business from me. I will never work with such a company. They are also extremely overpriced and I have read numerous other complaints about their behavior and tactics in addition. They need to realize how disrespectful and insane their business strategy is, and give people the respect and privacy they request.

  Business Response

  Date: 04/14/2023

  Thank you for reaching out to us regarding the recent concerns raised by **************. We appreciate the opportunity to address these concerns and provide our perspective on the matter.
  
  Firstly, we would like to extend our apologies to ************** for any unease or discomfort caused during our previous interactions. It is never our intention to make anyone feel threatened or uncomfortable, and we take these matters very seriously. If ************** had filed a complaint with us at the time of the incident, we would have taken immediate action to investigate and address the matter.
  
  We assure you that we keep detailed records of our visits to residences to prevent repeat visits and avoid causing any inconvenience or nuisance. Furthermore, we have taken steps to ensure that the residence in question has been added to our Do Not Knock list and will not receive any future visits from our team.
  
  Regarding the recent events, we understand that on March 30, 2023, ****************** information was entered into a web query, and consent was given for us to initiate contact. However, upon receiving **. ****** BBB complaint, we immediately moved the address and phone number to further quarantine/suppression lists and sent them to our vendors. Please understand that this process may take up to 90 days to take effect due to the marketing cycle, but we hope that this will prevent any further unwanted contact.
  
  Once again, we would like to express our apologies to ************** for any discomfort caused and assure you that we take these matters seriously. Thank you for bringing this matter to our attention and allowing us the opportunity to address it

  Customer Answer

  Date: 04/14/2023

   
  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.  

  To note for record, I disagree with their statement that they received consent in March 2023 to initiate contact. They left a marketing card with noted observances of my home on my door while I was gone, so I knew they had been there. But never have I consented to them continuing to visit my property and after being inundated with countless daily and weekly emails and mailers I needed to take action and ask for them fully stop all future contact which brings us to this report. Sadly this is what it takes to get them to stop hounding me for business.

  Regards,
  
  *********************

• Initial Complaint

  Date:11/10/2022

  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.

  I have spent more than a year working on an install of a window that hasn't gone to plan I have sought remedy to nonavail. I bought over a 14k window that arrived broken and still isn't fixed. I've taken off work several times to no avail and the window still isn't fixed. At this point it seems excessive and unable to be resolved as they have excuse after excuse as to why the job can't be complete and I need someone to intercede.

  Business Response

  Date: 12/30/2022

  COMPLAINT ID: ********
  ***********************
  Thank you for reaching out to us with ****************** concern. We can understand her frustration and desire to have this issue resolved, and its our sincere goal to ensure she is pleased with the outcome. Upon review, below is a summary of the actions that have been taken and are still ongoing.
  On August 23, 2022, ****************** contacted our team about a scratch/crack in the seat of a window unit that was installed on July 30, 2022. We attempted to contact her via telephone but could not leave a message due to a full voicemail. We had no email on file, so we sent a ******** (an internal messaging system that we use to keep our customers up-to-date) message notifying her that a representative would be reaching out to schedule a time to review the repairs needed. After the initial inspection of the scratch/crack, it was determined that staining or painting would not be a viable solution, and another team member would need to be sent out to assess the options.
  On August 31, 2022, the team member noted that the scratch/crack was not a ***** or crack but actually thought to be some silicon base sealant from the factory, and it wouldnt take stain. The team member recommended lightly sanding the area and applying the clients stain of choice. For her trouble, we offered to apply a coat of polyurethane to the unit at no charge.
  On September 21, 2022, a team member was on-site to repair the unit, and the following day, the client called about the **** still being visible. We advised her that the manager in charge of that area was on vacation until the following week, and that we would work through a solution to this issue upon his return. The decision was made to order a overlay for the seat and the order was placed on September 29, 2022.
  On October 5, 2022, we sent a ******** message to the client advising that we are still awaiting an ETA for delivery of the overlay sheet.
  On October 12, 2022, we attempted to call the client to schedule the installation of the overlay. The voicemail was once again full, so we left a ******** message that we would like to schedule the installation for November 10, 2022.
  On October 13, 2022, ****************** said she would call back to confirm but never did, and we attempted to call her but couldnt leave a message due to a full mailbox.
  The installation needed to be rescheduled to November 18, 2022, due to a team member illness.
  On November 21, 2022, ****************** called stating she was concerned with the gaps/holes/spacing as it looked extremely tacky and of poor quality. We attempted to reach out to her but couldnt leave a message due to the full mailbox. The decision was made to replace the bay box, casing, and interior stops (not the windows) due to the previous repairs not meeting the customer's satisfaction.
  The components were ordered on November 22, 2022, and we received a unit delivery date of February 9, 2023 from the manufacturer. With each unit being custom-built to fit the exact measurements of a clients project, there are no corners to be cut to shorten the timeline for delivery.
  Upon inspection of the product, the anticipated installation date is February 13, 2023.This has been scheduled with ****************** and is on our schedule to complete the project pending inspection of the new frame unit.

  Customer Answer

  Date: 01/03/2023

  [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:
  I feel the terms of the agreement were never fulfilled.  They redid a loan without even talking to me about it since they never got the window completed.  They have cost me several days of work with their poor workmanship and frankly I still have a window that isn't correct over a year later.  This is excessive and there should be relief from the BBB based on this information.  I have been patient and accommodating but the issue has never been resolved nor has anyone reviewed the financial redoing of the loan origination. My time is valuable and having a home that is of sub standard quality for over a year is problematic as well.  Please review this case.   
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/02/2023

  We would like to extend our heartfelt appreciation to Ms. ******* for her patience and understanding throughout this difficult process. We understand that this has not been an easy situation, and our sincere goal is to ensure that she is completely satisfied with the outcome.
  
  Our Service Manager, **** *******, has been in recent contact with Ms. ******* to address her concerns and make the necessary arrangements for a corrected installation. Our team will Investigate the source of the noise heard on video and by service tech. We have agreed to pay for the staining of the bay/bow following installation as part of our compensation package.
  
  At this point, our management team is committed to evaluating the situation and determining the extent of monetary compensation for Ms. ******* upon full completion of the project. We truly value her business and want to make sure that she feels heard and respected throughout this entire process. We look forward to working with her to reach a satisfactory resolution.

  Customer Answer

  Date: 03/03/2023

  [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,
  
  **** *******