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.

close

Find a Location

Renewal by Andersen of Southern New England has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/20/2023

  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.

  A scheduled meeting for 3/18/23 was made between myself and *********************** to discuss replacement windows and doors; after discussion *********************** suggested starting with doors as to begin the entire project at once was financially overwhelming, so at his suggestion and given the lesser quote for doors it was my decision to select doors. I choose identical doors w/ glass at top( front entrance was to be black and back entrance white) because of needing to return to work after front door was install I didnt see the error in the wrong installation of rear entrance door until returning home I called ******( installer) and informed him of errot he gave me the ************ # and I have made 6 calls as well as the Sales Rep *********************** with no help being offered of making me whole by installing the correct door I wanted; instead of owning up to error it seems that *********************** is trying to bury it possibly because of commission; I don't know nor do I care he won't do it on my dime I have to pay for the doors

  Customer Answer

  Date: 08/03/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 08/04/2023

  The customer contracted with us for a front door with glass, and a rear door without glass.  The customer now claims that the rear door was an error and should have been ordered with glass.  But between the salesperson and her a discussion was had about this and the customer determined to by the door without the glass to save money on the rear door.  We have been in touch with the customer and have quoted her on the price of a rear door slab should she decide to replace it. 

  Customer Answer

  Date: 08/07/2023

  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. 

  [The companies response make it a matter of my word against the Sales Rep which I find to be a cheap shot at me the customer( a black woman) and an attempt to get more money. If revognized by ************** for being #1 in customer satisfaction is something that ******** Renewal prides itself on then the fact that **********************; ************ ************************************* made a mistake in his recall of my decision on doors ordered He should just own it. My public review of this interaction with Renewal Southern New England and the fact that you have stated in your response that someone has made contact with me qouted that if I wanted to change the door would cost me more money id absoluetly not true thus my reason for getti g in touch with BBB just to get your attention to respond to my many calls. I'll leave this to the public
  
  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: 08/09/2023

  We are sorry the customer is disappointed.  Thankfully we don't rely on someone's word against another.  We document each of our sales.  We have attached the spec sheets of each door that was sold at the time of the signing of the contract. The customer received what she contracted for.  There is nothing further to be done here

  Customer Answer

  Date: 08/10/2023

  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. 

  [I never recieved the "specs" from the sales rep...... I have both folders 1. That the sales left with me at the time/date of purchase. 2. The folder left by installers on how to maitain ProVia products; can I tell you as God is my witness you will be held accountable for how you have both handled business and me it may not be today but you will pay **** my word; and I beg to differ you have certaily taken the word of your sales rep over mine making your customer satisfaction of no reputation.]
  
  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,

  ******

   

   

• Initial Complaint

  Date:07/04/2023

  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.

  I received the attached advertisement in my mailbox. Cease mail and marketing communications as I have never contacted the business nor asked to be contacted; remove all of my personal information from your database and do not share with other parties.

  

  Business Response

  Date: 07/05/2023

  We will take this person off our mailing and call lists.  Thank you.

  Customer Answer

  Date: 07/11/2023

  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. 

  I need for you to verify that I have been removed from your mailing list and confirm that I will no longer receive any more mail from you.
  
  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.
  
   

  Chauncy

   

   

  

  Business Response

  Date: 07/12/2023

  Here is the internal email correspondence corroborating that we have indeed removed the customer from our lists.

   

  From: ***********************************  
  Sent: Wednesday, July 5, 2023 11:26 AM
  To: *********************** ;*********************** ;Telefluent Admins
  Subject: RE: Do Not Call/Do Not Mail
  
  Good Morning ****,
  
  I have removed this individual from all forms of *****************.
  
  Thank you, have a great day!
  
  ***********************************
  
  Senior Administrative Assistant
  
  ********************
  Renewal by Andersen of *******, ********, *****, ********
  Greater ************, *****, Southern New England &Telefluent Communications, Inc
  
  
  
  
  
  From: ***********************  
  Sent: Wednesday, July 5, 2023 11:15 AM
  To: *********************** ;********** Admins

  
  Subject: Do Not Call/Do Not Mail
  
  Good morning,
  
  We received a Better Business Bureau complaint from the below individual.  He wants to be taken off all our lists.  Please make sure we remove him from any call or mailing list.  Any questions let me know.  Thanks!
  
  
  
  ***********************
  General Manager
  Renewal by Andersen of Southern New England
  *******************************
  **********,************, 02917
  
  

  Customer Answer

  Date: 07/15/2023

  [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 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:06/25/2023

  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.

  took 595 dollars for work permit that my mother gave him. *** fell through and ************ phone number *********** took my mothers money and has not returned her money. if refund not made soon will be contacting attorney generals of *************. He stole $595.00 dollars from an elderly woman. Also will file complaint with greensky loan company

  

  Business Response

  Date: 06/29/2023

  We need more information to respond to this complaint.  Could you please provide the name and address of your mother so we may locate the project in our system?  Thank you.

• Initial Complaint

  Date:06/15/2023

  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.

  On 6/29/22 Renewal by Andersen replaced a single hung & a triple single hung window in my house. Unfortunately, this product was defective. I was in touch with them 7/5/22, 7/11/22, 9/22/22, 9/27/22, 10/17/22, 11/22/22, 12/28/22,4/19/23 and 5/15/23. The issues with the windows is excessive condensation, floating sashes and unlevel sashes. On 5/15/23, a installation manager took ***************** that the windows had floating sashes & were unlevel; confirming the need for replacements. As they were not in touch with me, I reached out to a Field Manager, a General Manager & a Vice President. I have made several attempts, to no avail, to have this problem rectified. At this point I want the windows removed & to get my money back. As these windows are extremely expensive, I financed some of the cost. I refuse to pay for this inferior, defective product; however, I am still responsible for the balance. I feel that I am being discriminated against because I am a Senior & a woman.

  

  Business Response

  Date: 07/05/2023

  We have reviewed this project at length, and have been to the home to inspect the product in person.  There are no installation or product issues.  Condensation is the result of the relative humidity of the home, and the floating sashes are the style and spec for the windows that the customer chose.  Unfortunately there is nothing we can do at this point.  This is simply a preference issue, and we regret that the customer does not like the **********************.

  Customer Answer

  Date: 07/17/2023

  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. 

  On 6/15/2023 I submitted a complaint against Renewal by ******** of Southern New England.  The response that Renewal by ******** is extremely less than truthful!  e triple hung window that was installed is defective.  The sashes "float", are difficult to open, almost impossible for me to close and, above all else, are not level in the frame!  Additionally, there is a condensation issue with them!
   
  The problem timeline is as follows:
   the above mentioned windows were installed.  On July 

  

  Business Response

  Date: 07/24/2023

  We have been back to the residence several times and have confirmed that the install is correct and meets quality standards. Additionally, the windows themselves are functioning properly. We are sorry the homeowner does not like how the product functions, but the fact remains they are functioning properly and as intended. They are not defective. Again? This has been confirmed through various post-install visits we have made to the home. 

  Customer Answer

  Date: 07/29/2023

  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. 

  [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,

  *****

   

   

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased new windows and a slider mostly installed April '22 for approx. $40k.The job was scheduled for a 2 days. The crew did not speak any English which was a barrier. There were 2 boys (est. age *****) working with the crew. Slider was incorrect and missing a screen, 1 window was not the correct size. They worked until ~8pm finishing in 1 day, rushed which reflected in their work. Interior windows were scratched, dented, sloppily caulked, missing handles and trim was gapped, missing and/or dented. Exterior windows poorly wrapped, others not wrapped at all. Our siding (replaced in 2018) was left with spray marks under every window which verified by *** is permanent damage, also cut jagged and too wide around the slider with space for water to collect inside the door frame. Sales and an installation manager came and validated our feedback ensuring they would correct, they threw in a small window as compensation. 9/27 crew came out to address the agreed upon punch list and comp window but slider was incorrect again, no screen, wrong siding color sent however a discolored patch was put on the house, replacement windows not sent, not enough time was scheduled to complete the extensive punch list. 11/9 crew showed to install the compensation window, no corrected back slider, no replacement windows, and had no order or materials to address any punch list items/siding. 12/5 crew showed with correct back door and materials to address punch list, attempted to replace some siding but due to fade was a blatant mismatch. After much back and forth including associates throwing each other other the bus 3/23 *** offered to patch damaged siding spots, due to size/fade not acceptable nor close to pre-install condition, refer to pic. *** states they will file a claim with the original installer. I followed up 4/12 *** states they filed a claim on 3/29/23, as of 4/25/23 we have not been contacted. 100% of communications initiated by me. Request adj cost to reside the house

  

  Business Response

  Date: 05/12/2023

  We are actively working with the insurance company to resolve this issue.  

  Customer Answer

  Date: 05/23/2023

  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. 

  [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,

  *****

   

   

• Initial Complaint

  Date:04/03/2023

  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.

  This complaint is regarding six Renewal by Andersen windows that were installed incorrectly on 2008 and have been leaking for the past 7 years plus, resulting in damage to interior and exterior walls. Renewal by Andersen made several visits to my home since ************************************** October/November 2022, I met with a general manager and my contractor on site. All agreed that the leaking windows were due to a faulty installation. The general manager indicated that Andersen would replace the windows and repair the damage. I procured an estimate for this (partial estimate of $16,500 attached) and waited to hear back. April 30, I was informed by ************************* that "corporate" would not approve the repairs and that they would only replace the windows. They claim that the original warranty, issued by a company that they acquired around 2010, was only for two years for labor. Thus, they would not take responsibility for the damages that the faulty installation has caused. I have been working with them for several years trying to get this situation resolved and am very disappointed that they have reversed course on what seemed (to them, to me, to my contractor) to be a clear case of negligence on the part of the original installer. I have contacted a lawyer, who advised that legal action would be lengthy and expensive and not worth pursuing.

  

  Business Response

  Date: 04/04/2023

  This job was completed in 2008.  At the time there was a two year labor warranty on any job completed by the Renewal By Andersen affiliate at the time.  When we were first contacted by the customer regarding issues, the job was already out of warranty.  Desptie the job being out of warranty, we are working with the customer to help him resolve the issues.  We have offered to install new windows in the compromised openings once those openings have been brought up to acceptable standards.  We are awaiting his response to our offer.

  Customer Answer

  Date: 04/04/2023

  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. 

  I appreciate the offer to replace the windows. However, there are a couple of problems that remain:

  1) Their offer has two caveats, as follows: First, they will not install the new windows if they see evidence of rot or mold. Second, they will not provide any warranty on labor. This means that I need to spend more than $16K to repair the damage that is a result of the negligent installation. It also means that they are offering no guarantee that the new windows will be installed correctly. Without a warranty on labor, I could be left with another round of poorly installed leaky windows and this time with no recourse whatsoever.

  2) I understand that the business they purchased only provided a two year warranty on labor. But, the problems that resulted from the faulty installation are above and beyond what a normal labor warranty would cover. We have had ongoing damage for several years, which has worsened over time. We have had Renewal by Andersen on site multiple times to address the problem. Only after five years of recurring and worsening damage did they admit that the fault was with the original installation, performed by the company that they acquired (with all of its assets and liabilities). Good faith would dictate that this company would take the necessary steps to rectify damages caused by the company the acquired, especially since I have had them onsite more than once to try to resolve this.

  While I appreciate the offer to replace the six windows, the terms attached and the lack of willingness to repair the damage leave me in a position whereby I need to spend over $16K in repairs to address the problem caused by the company in the first place. The communication from the management team between October and ***** confirmed that the company was at fault for the damage and that this should be "an easy case." It was only the escalation to corporate that resulted in the company backing away from their responsibility to make this right.

  I would like for Renewal by Andersen to take the necessary steps to repair the damage and install the new windows.

  
  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: 05/02/2023

  We have agreed to do more that what is warranted per the warranty that was given, even though that warranty has long expired.  We are trying and willing to help, and are doing what we can.  We are not going to put a new warranty on an install into compromised openings.  Certainly if the issues are repaired, and the openings are in good shape, we will warranty our labor on installing the new windows.  

  Customer Answer

  Date: 05/03/2023

  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. 

  I appreciate the revised offer to include a labor warranty. I think we can move forward if the company agrees to the following:

        Renewal by Andersen will replace 6 windows with new window model number and color to be provided to customer in advance. ********************** to include screens.
  .      Renewal by Andersen will warranty for both parts and labor. 
        Customer (******) will hire an outside contractor to be on-site during the replacement (*******************) to repair window rough openings to meet **************** should a deficiency be identified by Andersen during removal of the existing windows.
        Renewal by Andersen will coordinate the job with customers contractor to ensure that the window opening repairs and window installation may happen simultaneously. This may mean that Renewal by Andersen installers must bring additional staging so that multiple windows can be worked on at the same time.
  
  Thank you, 

  ******

   

   

  

  Business Response

  Date: 05/12/2023

  We are in the process of memorializing this agreement and moving forward with the project.

  Customer Answer

  Date: 05/17/2023

  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. 

  I am only submitting this a s a"reject" because I have not yet received the docusign form that outlines the terms. But, based on the correspondence through BBB and our discussions on the phone, I am prepared to resolve this pending receipt of the docusign and determining a date for installation at a time that is mutually convenient for Renewal by Andersen and my contractor within the next 8 weeks (so, not later than July 15).

  
  Regards,

  ******

   

   

  

  Business Response

  Date: 06/29/2023

  The agreement has been signed and we are scheduled to be on site on 7/11 to begin the project. 

• Initial Complaint

  Date:02/18/2023

  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.

  For 8 years, they have been knocking on my door. When they started., the windows were only 2 years old. I've said no once should have been enough. They won't stop. I didn't think they were able to put all in the mailbox but they do. I had to put up a no trespassing sign and they knocked on the no trespassing sign and still put a while you were out, urgent checkmarked for no pressure price quotes. They're harassing and a company that can't even respect a no trespassing sign is not one that I would ever use. What do I have to do, get a restraining order? There is something wrong with them.

  

  Business Response

  Date: 02/21/2023

  We apologize for the inconvenience. We have placed this address on our do not knock list. This customer will not be solicited going forward by one of our door to door canvassers. That said, we have not gone door to door in ******* ** since July 2022, so it is very likely that this latest piece was actually mailed to his home and was not left by a door to door canvasser. Again, apologies for the inconvenience. 

• Initial Complaint

  Date:02/06/2023

  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.

  We had a project of approximately 60k. Windows were scratched and no resolution was ever made. We also have a window that was ordered but not replaced and left so drafty the whole downstairs is cold. We have contacted so many people and have even had project manager visit but we have had no resolution or progress in months. All the other windows were replaced in October. We were left with an old window in worse condition than it was found for the whole winter.

  

  Business Response

  Date: 02/10/2023

  We apologize for the delay.  That said, we have a confirmed date of February 16 to return and complete the project.  

• Initial Complaint

  Date:01/29/2023

  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.

  After reading their great reviews I decided to give my business to Renewal by Andersen. I ordered 7 windows in August 2022 from this company and after waiting 5 months 3 of the windows came smaller and in all of them there is a rubber missing at the bottom of the windows, the hinges are visible from far away (photos attached). The trim around the windows supposed to be the same size in all the windows. Now I have 3 windows in the front of my house with a trim 3 inches by 2 inches bigger than the others, plus the gap-opening at the bottom in all of them. I am not talking about the scratches and the cracks the installers made in the trims inside my house. I had my handyman came and tried to fix them.I called them 3 times and I also email them twice. They do not return my calls. They only care about the money and nothing else. Their customer service is horrible. I am almost positive sure that most of their 5 star reviews are fake.I am going to dispute the transaction with my CC and solve the issue in court. I paid the $28,508.It is their mistake that 3 of the 7 windows came smaller. I want the 3 wrong size windows replaced and also have them come and add the missing rubber at the bottom of the windows.If they decide to do that, I want that in writing. I gave them the time to solve this nicely and they ignore me 4 times.*******************************

  

  Business Response

  Date: 02/08/2023

  On 8/16/22, customer contracted with us to install 7 **********************.  Due to the nature of the rough openings, some of the windows were done as inserts and some were done as new construction windows.  This was disclosed at the time of sale and again as the pre-installation inspection.  We have been to the home twice post installation and there are no construction related issues to speak of that we saw.  If we need to take additional action to correct scratches and/or cracks that the customer mentions above, we are happy to do so.  Our online reviews are 100% real, and we do truly care about our customers.  In this case, while we will not replace the windows contracted for, if we can address the scratches and cracks as previously stated we are happy to do so.  

  Customer Answer

  Date: 02/08/2023

  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. 

  [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.

   

  You will replace the 3 wrong size windows no matter what because that's your fault and not my fault. You guys took wrong measurements not me. My only fault was I picked your company to do the job because I believed that your reviews were real!

   

  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 02/17/2023

  We met with the customer today and have agreed to replace two of three windows in question.  The customer received an email in writing form the General Manager that we would replace these two windows.  We have ordered today and will arrange a convenient install date once we have a delivery date on the windows.  Thank you.

  Customer Answer

  Date: 02/21/2023

  [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:01/25/2023

  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.

  This job is not complete yet My wife has been put into collections. The loan taken out was based off the terms that when the job is finished that the payments would start as soon as the job was signed off on. It hasnt. Its been over 16 months of this debacle of a job. We told the company that nothing gets started until all parts are in stock. They started the job without having that. They installed a cracked window. They installed doors that dont shut and are damaged, sliders that are discolored and damaged, windows that wont close without force, flashing isnt level, caulk work wasnt finished on some windows or even beaded properly and smoothly, cracked a new tile floor, cracked the wall getting a window out, and sent out 6 different people to inspect the damage 6 different times. Months went by and finally they tried to just do the flashing as the other things were still back ordered. We said no. They said they wanted to send us a letter of good faith so the payments would start. Never received that. They were informed about for covering the cost of replacing the tile on the floor as well as a back fee of me having to not be at work, 11 times since the job was no longer acceptable. Again months went by with no communication. I was told I would be notified when everything was in. Now they have put my wife into collections for a job they didnt finish as well now wont finish the job until a new payment plan is established? No talk about refunding any money for the detriment they have put us through, the time off of work, or the broken tile from them. When asked about if everything was even in stock yet, I could not get a straight answer. I have the phone call recorded. Instead I am met with an attitude from ***** the instal manager in the northeast. How is this good business? Its impossible to even reach anyone to talk to? They claim to have contacted me, however I have the phone records showing no calls, texts, or emails. Not even a certified letter.?

  

  Business Response

  Date: 02/02/2023

  We have been in touch with the customer and are working towards an amicable solution that benefits both parties.  Last voicemail to the customer was left this afternoon.  We have also paused all collection activities as we work through this together.