Complaints

This profile includes complaints for Renewal by Andersen of Southern New England's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Renewal by Andersen of Southern New England

  10 Reservoir Rd Smithfield, RI 02917-1318

• 

  Renewal by Andersen of Southern New England

  800 Corporate Row Cromwell, CT 06416

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:07/15/2024

  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.

  July 11, ********************************************************* my mailbox as a solicitation for business. There was no envelope, no stamp, just the flier. It is a federal crime to place anything in a mailbox without postage. This company is not exempt from that law, and it is in place for a reason. They need to pay for postage to advertise like any other commercial enterprise attempting to advertise to the public through fliers.

  

  Business Response

  Date: 07/22/2024

  We will place you on our do not contact list.  

  All of our marketing pieces are mailed in accordance with federal statues.  Additionally, our canvassers are trained to not leave marketing pieces in mailboxes.  That said, I would be happy to look into this further if you would be willing to send pictures of both sides of the piece itself.  Thank you.

   

• Initial Complaint

  Date:04/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Andersen Renewal regarding a recent installation project at my property. I have encountered numerous issues with their workmanship and experienced significant delays in completion. The quality of workmanship exhibited by Andersen during the installation process has been poor and unacceptable with multiple errors and oversights. Our original agreement was signed May 2023. Installation was August 2023, and it is now April 2024 with the project still incomplete. We had a total of 6 door sliders installed August 2023 none of which were installed correctly as some would become stuck, were misaligned and would not lock, and one slider was loose in the track. The slider locks were installed incorrectly and would not latch, no insulation was used resulting in cold air leaks around trim, a security lock was improperly drilled and could not be used, and multiple other problems. All of this required reordering of sliding doors and months of waiting for a complete removal and reinstallation. *************************** who did the repeat installation were appalled at the shoddy workmanship done by the first crew. Unfortunately the repeat installation failed to install a slider track on one of the doors , ripped one of the slider screens, and did not install a sliding door trim piece (this piece is needed for a security lock) requiring a reorder of product and multiple month delay. After the multiple month delay the worker installed the slider track but did not have the promised door trim piece which is required to install the security locking mechanism. This piece will now need to be ordered resulting in additional delays. Each one of these significant errors and delays causes considerable inconvenience and disruption, days off work, and stress. Despite assurances of a high quality and timely installation our experience has been horrible and we seek a refund as specified in the resolution section.

  Customer Answer

  Date: 04/11/2024

  The business address is:

  Renewal By Andersen of Southern New England

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

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

  phone number:*************

  

  Business Response

  Date: 04/22/2024

  We do apologize for the delays in completing this project.  We are scheduled to return on 5/3 to complete the remaining items.  At that time we will confirm that the project is completed.  ************ Care Supervisor will subsequently contact you regarding your compensation request.  

  Customer Answer

  Date: 04/23/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  Given that the work is scheduled beyond the 10 day window given by the BBB for my response I will defer any decision to close the case until after the work is done (scheduled for 5/3) and I am compensated.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 04/30/2024

  Thank you for your comments.  We will be there on 5/3 to complete, and after completion, we will be in touch to discuss compensation for your inconvenience.

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Andersen canceled the 5/3 installation date so the job remains unfinished. We have a painter currently doing the other sliders based on that appointment who now needs to return at additional cost and inconvenience to us after Andersen finishes the install.  
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 07/23/2024

  We are returning to complete the work on 8/7/24.  We apologize for the delay  

  Customer Answer

  Date: 08/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  Unbelievably there was yet another scheduled visit where they did not have the correct part. It has now been a year and the job has not been finished  We also have pictures of the exterior clapboard they installed with gobs of sealant that we had to pay to have removed for a proper painting.

  We are waiting for upcoming scheduled visit to see if this project can finally be finished.

  
  Regards,

  ******

   

   

• Initial Complaint

  Date:04/09/2024

  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.

  Visited by a Sales Rep ************** on 1/8/2024. We expressed the need for the windows to match pre-existing Andersen windows installed in the same room on an adjacent wall. Sales Rep assured us that the windows were of the same style.Visited by Installation Manager ************** on 1/15/2024. He spotted numerous errors on the original contract (color and glass type). I again expressed that our desire were for the windows to match already installed Andersen windows. No correction/clarification that Renewal by Andersen windows do not match the pre-existing Andersen windows. As a customer, at that point we were still under the impression that the windows we were on contract for matched the already installed Andersen windows.Windows to be installed on 3/15/2024. Upon seeing the first window go in, we immediately realized that it was not a matching window to the other already installed Andersen windows. At no point up until the install date, had the actual dimensions of glass/frame ratio been relayed to us. We were made to believe that the windows we were on contract for were matching to what the house already had installed. If it was properly expressed to us that Renewal by Andersen windows were not a match to pre-existing Andersen windows, we would have not gone on contract with the order.We have since then been bullied and pushed into accepting the product as-is. This is almost a $12k project. Manager (**********) even shared with us that the Sales Rep did not appropriately express the dimensions of the Renewal by Andersen windows, as the tactic is to physically show on an existing window the frame/window boundary with tape/marker.There have been additional issues/inconsistencies, such that when they were going to install the windows, they were going to install "base frame" versus the "full frame" as stated on the contract. My family no longer trusts working with Renewal by Andersen, and can only see a nullification of the contract to resolve this situation.

  Customer Answer

  Date: 04/09/2024

  DBA: RENEWAL BY ANDERSEN OF SOUTHERN NEW ENGLAND
  Legal Name: Southern New England Windows, LLC
  RI #*****, MA #******, CT #*******, Lead Firm #****
  ********************************************************
  Phone: ************ | Fax: (null) | ****************************

  

  Business Response

  Date: 04/22/2024

  We have cancelled this project and refunded the customer in full.

  Customer Answer

  Date: 04/29/2024

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I have contacted ******** (the project financial lender), and they have received full refund from ******** Renewal. ******** informed me that I will receive updated documentation regarding the closing of the project/contract. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:04/09/2024

  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.

  Windows were installed in June 2023 Ranch home so had all windows replaced on main living area not basement.When weather started getting colder noticed drafts. Even in rooms that did not have drafts. First call 12-21-23 for window repairs.Called again regarding drafts, tech came right out checked plastic bar when you close window. Checked all windows to be sure they were closing tight. Did an adjustment on a slide on side of windows. Thought with adjustment leaks were fixed.Called again same tech came out he put seal around window. Still windows were leaking air. Still felt drafts in bathroom and windows in bedroom. This time another Tech came out younger window tech he measured and said draft was coming under window in frame. Possibly measurement issue. Stated they were going to replace windows He would put order in. . My window frames were old. March 14 a contractor arrived and put new frame around window and put sealing around windows. Called again to have window in kitchen repaired. Again will discuss drafts. I feel air leaking in from around the windows. See my blinds slightly move. Bedrooms / bathroom leaks affecting heat throughout house. Bedrooms are cold. To conclude, have had to pay to have window blinds removed and rehung totaling $250. When they came to put in frame. I wasnt aware they were doing that. Renewal needs to replace windows if they are measured incorrectly.

  

  Business Response

  Date: 04/22/2024

  New frames are arriving at our warehouse on 5/15.  We have proposed 5/16 to return and install the new frames, and are awaiting confirmation that the date works for the customer.  

• Initial Complaint

  Date:02/22/2024

  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 *********************************************** contracted with Renewal by Andersen of Southern New England to replace several windows at *********************************************************. Contract was signed 08/03/2023 and 08/30/2023 duet to the fact the order was split in two. all windows were supposed to have a completion time frame of 4-5 months. Therefore by calculation around January 2024. However, my problem is with the company lack of professionalism and misleading advertisement . It was their advertisement on our local tv channel that prompted me to use their company because I did not want to be a victim of bad contractors which I had been a victim in the past . However I guess I made a poor decision in using Renewal By Andersen. The total cost for 8 windows $18,246.00. The sales representative ************************* in his sales pitch told me how their products were the best , their company had high standards and the list goes on. The 1st problem I encountered was that the window over my kitchen sink was measured incorrectly . I was going to cancel the order because somehow I did not feel comfortable with that situation but the representative came to my house gave me another sales pitch and reassured me that everything was going to ok going forward and mistakes happen. I was so naive I believed him and went against my first instinct. my second problem the two windows that were installed in my daughter's room 12/2023 I noticed both screens were torn . I showed the installers that very day before they left . They assured me again that they were going to take care of it when they installed the kitchen window on 02/21/2024. When the installer came on 02/21/2024. I asked about the screens he told me he was not aware of it and only installed the kitchen window. He called the customer service **** as well as myself they told me someone will be out 02/22/2024 to replace the 2 broken screens. The installer came on 02/22/2024 with only 1 screen when I asked him about the 2nd screen he said he was not aware of 2. He told me they said the other one is being made in ************* and when it is ready I should install it my self at this point I am disgusted at the lies, disrespect and deceitful practices of this company. Each time they come to my property I loose time from work because I have to stay home for the installation and also have my home in disarray to prepare the work site for them and I am stressed my elderly mother lives with me and she is stressed out from the entire process because she sees what I have been going through. I need Renewal by Andersen to finish the job and compensate for all my inconveniences.

  

  Business Response

  Date: 02/26/2024

  We apologize for the delay on the second screen.  We confirmed with the customer today that we will return on 3/28 between 12-4 to deliver and install the final screen.

• Initial Complaint

  Date:01/29/2024

  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.

  In 12/23 I had 9 windows replaced by ***** by ******** from ************* office. I was originally quoted to replace 10 windows and when the installers showed up they informed me they only had 9 windows. The 10th window was never carried over on the contract. This was the first issue. The installers were damaging my moldings around all windows which caused my painter additional work to sand the moldings costing me additional money. I spoke to the installation ******* regarding this issue. The insulation crew also installed the wrong size molding around the inside of ALL windows which they replaced a month later and not only caused a delay in painting my homes interior but additional funds when my painter took a day off on the day my moldings were replace. The calking around all the windows on the outside was NOT "tooled" in and globs of calking are around most of the windows. they also put the shutters back on next to the windows when the calking was still wet which caused the shutters to stick to the calking. They didn't use the same s**** holes to refasten the shutters to the siding causing additional screws holes in my newly painted siding. I was told by my painting contractor that they will need to replace the calking in above 45 degree weather and when they do the stuck shutters will most likely break and will need to be repainted with the siding around the windows, this will cost me an additional $2,100.00 Total compensation I am looking for is $2,550 which is the cost it will cost me to repaint around the outside windows, paint shutters where calking is stuck and one days compensation for my inside painters lost daily wage. Renewal by ******** from ********** ** has only offed me to install the missing window for free and an additional $350.00.I and my wife who works from home have also spent numerous hours in meeting and calling ******** employees and have incurred lost wages in doing so. I am expecting fair compensation.

  

  Business Response

  Date: 02/02/2024

  Today we completed the installation of the complimentary window which we provided as compensation for the issues expressed by the customer.  As discussed with our installer today, we are willing to return to correct the caulking issues any time that is convenient for the customer.  Our understanding is that the customer would like this done in spring time when the weather is warmer.  Lastly, while we feel that the $350 plus the window was fair comensation, we will up the monetary portion of the compensation from $350 to $1000 to help offset the painting costs.  Thank you.

• Initial Complaint

  Date:10/12/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I replaced all my windows in my house with Renewal by Andersen in May 2022 based on the sales person telling me the cold drafts I was experiencing around the outer perimeter of the interior window frames would be eliminated, as their window was far superior to the ones I currently had. To this day I continue to experience the same drafts around the outer perimeter of the window frames as a result of this this area around each window never having been sealed or insulated. After several calls to upper management to address my issue over the past 9 months, I have been completely ignored. The company has done nothing to try and resolve this issue. This has gone on for far too long and I want my issue resolved having spent close to $44,000 for new windows.

  

  Business Response

  Date: 11/01/2023

  We have been in contact with the customer and have agreed on a go forward plan to address the customer's concerns.  

• Initial Complaint

  Date:10/05/2023

  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.

  Renewal by ******** did an install of windows and doors at my house, the double hung windows were delivered without the safety stops I ordered, the back door has the wrong glass, and the hardware is not what I ordered. I allowed the installers to install everything as they assured me Renewal by ******** would make things right and fix the mistakes. It has been over 2 months since they were notified of the issues and very little has been done to correct the issues. *******. ***** told me someone would be out to fix issues on September 19th and that was the last I heard from *******. *****. No one has contacted me or shown up to fix anything I don't know who to contact as it is just reps. to schedule appointments when you call. I have text ***** on October 4th and 5th trying to get answers and I get no response.

  Customer Answer

  Date: 10/19/2023

  Renewal by ******** set some one out and installed the 2 dead bolt key pads. They made a appointment to return to the house to install the window safty stops, but the night before they were due to arrive at 8am thay called and canceled the appointment. I as told a manager "****" would call me but he has not and I have no appointment for them to finish the job.

  

  Business Response

  Date: 10/20/2023

  We were out on 10/13/23 and completed the installation of the two door locks.  We are returning on 10/26/23 to install the operating control devices on all of the windows.  

• Initial Complaint

  Date:10/03/2023

  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 had a leak in the kitchen window. Renewal by Andersen sold us a window to fix the leak and a second one at random so we could qualify for financing. A day after install, the window was leaking again. Six weeks later someone finally came to assess the issue and told us we were sold the wrong window. After the better part of a year trying to get someone to help us understand and offer some type of reparations, the district manager offered us a discounted third window for $1800. I declined.In subsequent conversations, Renewal has both offered us a discount on a third window AND told us that faulty windows are not the problem. Renewal refuses to take responsibility for their salespersons error in selling us the windows in the first place when its clear to them we had a bigger problem, and without assessing the full issue. We have been making payments on the two windows since January 2022 and continue to have a leaking kitchen window. We have requested they refund us the remaining balance of $1729 and they will not offer any concessions aside from a discount on a third window that they also say will not fix the problem. They do not believe they are responsible for the salespersons neglect.

  Customer Answer

  Date: 10/02/2023

  Renewal by Andersen of Southern New England

  Customer Answer

  Date: 10/02/2023

  Renewal by Andersen of Southern New England
  10 **************
  **********, **, *****

  

  Business Response

  Date: 10/09/2023

  We have resolved this complaint with the customer.  Thank you.

  Customer Answer

  Date: 10/09/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************

• Initial Complaint

  Date:09/15/2023

  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.

  They installed a warped sliding door. It was confirmed by a technician that came out to the house because we could not open or close the door smoothly. They ripped out a perfectly good French door(also an Andersen door) and basically installed the worst sliding door Ive ever seen, even in the cheapest of apartments. They have not rectified the problem and every time we call to check on the status, they tell us the company is refusing the warranty. How can a defective door from the factory not be covered under warranty?

  

  Business Response

  Date: 10/04/2023

  We were able to get this covered under warranty and the service to replace is scheduled for 10/16/23.

  Customer Answer

  Date: 10/04/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************